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System Administration Guide First Published: 2019-01-24 Last Modified: 2023-06-27 Americas Headquarters Cisco Systems, Inc. 170 West Tasman Drive San Jose, CA 95134-1706 USA http://www.cisco.com Tel: 408 526-4000 800 553-NETS (6387) Fax: 408 527-0883

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C O N T E N T S Introduction 1 C H A P T E R 1 Introduction 1 Administrative Tools 1 Using Single Sign-On 2 Configuring Browsers on a Unity Connection Administrator Workstation 2 Accessing and Exiting Cisco Unity Connection Administration 3 To Login to Unity Connection Administration 3 To Exit Cisco Unity Connection Administration 4 Cisco Unity Connection Administration User Interface 4 Cisco Unity Connection Configuration Scenarios 5 Configuring Voice Messaging for Each User 6 Configuring Telephony in Unity Connection 8 Connecting Various Locations in a Network 9 Configuring Mailbox Storage and Email Account for Each User 10 Advanced Configuration 11 Accessibility 13 C H A P T E R 2 Overview 13 Shortcut Keys for Cisco Unity Connection Administration 13 Enabling TAB Key Navigation for Hyperlink On Safari 15 Enabling TAB Key Navigation for Hyperlink On MAC 15 Other Unity Connection Features 15 Speech Connect 15 Cisco SpeechView 16 TTY Overview 16 Setting Up Cisco Unity Connection to Use the TTY Prompt Set 17 System Administration Guide iii

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User Attributes 19 C H A P T E R 3 User Attributes 19 Overview 19 Preparing to Add User Accounts 19 Class of Service 20 Default Class of Service 20 Configuring Class of Service 21 Class of Service Membership 21 Class of Service Settings 21 User Templates 24 Default User Templates 24 Configuring User Templates 24 Roles 26 System Roles 26 Custom Roles 28 Users 37 C H A P T E R 4 Introduction 37 Default Users 37 Finding Users 38 Creating User Accounts 39 Creating User Accounts Manually 40 Adding a User Account 40 Importing Users through AXL 41 Considerations While Importing Data From LDAP Directory Integrated with Cisco Unified CM 42 Importing Users using LDAP Directory 42 Creating User Accounts using BAT 42 Using Import Users and Synch Users Functionalities 42 Accessing the Import and Synch Users Tools 43 Editing User Account 43 Editing Individual User Account 43 Editing User Accounts in Bulk Edit Mode 44 Editing User Accounts through BAT 45 System Administration Guide iv Contents

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Deleting User Accounts 45 Deleting User Accounts Manually 46 Moving or Migrating Users Between Locations in Cisco Unity Connection 47 Moving One or Several Users Between Networked Unity Connection Locations 47 Migrating Users Between Unity Connection Locations 48 Task List for Migrating Users Using COBRAS Briefcase Mode 48 Contacts 51 C H A P T E R 5 Introduction 51 Types of Contacts 51 Contact Templates 52 Configuring Contact Templates 52 Configuring Contacts 52 Configuring Contacts Manually 53 Configuring Contacts through Bulk Administration Tool (BAT) 53 Contact Settings 53 Alternate Names 54 SMTP Proxy Addresses 54 System Distribution List 55 C H A P T E R 6 Introduction 55 Default System Distribution Lists 55 Configuring System Distribution Lists 56 Adding or Removing Distribution List Members 57 Using Advanced Settings to Enable System Distribution List Access Lists 58 Enable and Configure System Distribution List Access List 59 Enabling Users to Send Messages to a System Distribution List 59 Telephony Integration 61 C H A P T E R 7 Introduction 61 Phone System 62 Configuring Phone System Integration 62 Phone System Settings 63 Phone System Basics 63 System Administration Guide v Contents

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Cisco Unified Communications Manager AXL Servers 63 Configuring an AXL Server in Unity Connection 64 Phone System Associations 64 Port 64 Configuring Ports 65 Viewing the Port Certificate 66 Port Group 66 Configuring Port Group 66 Port Group Settings 67 Port Group Basics 67 Servers 68 Advanced Settings 70 Codec Advertising 71 Trunk 71 Configuring Trunk 72 Speech Connect Port 72 Configuring a Speech Connect Port 72 Audio and Video Format Using Phone 73 Configuring the Audio and Video Format 73 Configuring Unity Connection to Send Comfort Noise Packets every second during Record 74 Configuring Unity Connection to clean up Inactive Calls caused by Phone Inactivity 75 Security 75 Viewing and Saving Unity Connection Root Certificate 75 Viewing and Save the Unity Connection Root Certificate 75 Configuring a SIP Security Profile (Cisco Unified Communications Manager SIP Trunk Integrations Only) 76 Adding a SIP Security Profile (Cisco Unified Communications Manager SIP Trunk Integrations Only 76 IPv6 in Unity Connection (Cisco Unified Communications Manager Integrations Only) 77 Call Management 79 C H A P T E R 8 Call Management Elements 79 Call Management Plan 80 Creating a Call Management Plan 80 System Administration Guide vi Contents

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Implementing a Call Management Plan 81 System Call Handlers 81 Call Handler Templates 82 Default Call Handler Templates 82 Configuring Call Handler Templates 82 Default System Call Handlers 83 Configuring System Call Handlers 84 Call Handler Settings 85 Transfer Rules 85 Caller Input 85 Greetings 85 Message Settings 86 Call Handler Owners 86 Directory Handlers 87 Default Directory Handler 87 Configuring Directory Handlers 88 Routing Calls to a Voice Directory Handler 88 Interview Handlers 89 Configuring Interview Handlers 89 Dial Plan 90 Default Partition and Search Space in Unity Connection 90 Changing the System Default Partition and Search Space 90 Partitions 91 Configuring Partitions 91 Search Spaces 92 Search Space Example for Automated Attendant 92 Multiple Site Search Space Example 93 How Search Spaces Work 94 Configuring Search Spaces 96 Call Routing 96 Default Call Routing Rules 96 Configuring Call Routing Rules 97 Call Routing Tables 98 Using Routing Rules with the Route from Next Call Routing Rule Action 99 System Administration Guide vii Contents

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Restriction Tables 99 How Restriction Tables Work 100 Default Restriction Table 102 Configuring Restriction Tables 102 Schedules 103 Default Schedules 104 Configuring Schedules 104 Holiday Schedules 105 Configuring Holiday Schedules 105 Custom Recordings 106 Configuring Custom Recordings 106 Default Automated Attendant Behavior 107 Message Storage 109 C H A P T E R 9 Message Storage 109 Overview 109 About Mailbox Stores 109 User Templates Settings 110 Maximum Size Supported for a Mailbox Store 110 Backup with Multiple Mailbox Stores 111 Configuring Mailbox Stores 111 Moving Mailboxes between Mailbox Stores 112 Disabling and Re-Enabling a Mailbox Store 113 Controlling the Size of Mailboxes 113 Mailbox Size Quotas 113 Mailbox Quota Alert 115 Configuring the Quota Notification Settings 115 Customizing the Subject Line or Body Text of Mailbox Quota Alert Text 116 Message Aging Policies 116 Message Aging Alerts 117 Message Recording Expiration 118 Networking 121 C H A P T E R 1 0 Legacy Links 122 System Administration Guide viii Contents

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Intrasite Links 122 Configuring an Intrasite Link 122 Intersite Links 122 Configuring an Intersite Link 122 Branch Management 123 Branches 123 Configuring a Branch 123 Branch Synch Results 123 HTTPS Links 124 Configuring an HTTPS Link 124 Locations 124 VPIM 124 Configuring an HTTPS Link 124 Connection Location Passwords 125 Messaging 127 C H A P T E R 1 1 Overview 127 Basics of Messaging 127 Types of Messages 127 Message Recording 129 Configuring Termination Warning Prompt 129 Default Recipient Accounts 129 Dispatch Messages 129 Configuring Dispatch Messages 130 Configuring Dispatch Messaging for Interview Handlers 130 Dispatch Messaging Limitations and Behavior 130 Message Delivery 131 Message Delivery and Sensitivity Settings 131 Message Delivery Issues 132 Message Actions 133 Message Subject Line Formats 133 Message Storage and Disk Capacity 133 Message Deletion 133 Message Access 134 System Administration Guide ix Contents

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Live Record 134 Configuring Live Record 134 Broadcast Messaging 135 Enable Phone Access to the Broadcast Message Administrator 136 Setting Up a One Key Dialing Option from a User Greeting to Access Broadcast Message Administrator 137 Enabling Sending and Updating Broadcast Messages 138 Importance of Broadcast Message Administrator 138 Changing Broadcast Message Administrator Defaults 139 Integrated Messaging 139 SMTP Message Handling 139 Example Using IMAP and ViewMail for Outlook 140 Important Points for Deploying Integrated Messaging 141 Task List for Configuring IMAP Access 141 Configuring Unity Connection to Relay Messages to a Smart Host 142 Configuring Message Relay Settings 142 Configuring Message Actions for Users or User Templates 143 Configuring SMTP Proxy Addresses for Users or User Templates 143 Enabling IMAP Client Access to Voice Messages for Users 143 Configuring SMTP Proxy Addresses for Contacts 143 Configuring IMAP Client Access and Authentication 143 Configuring SMTP Message Parameters 144 Configure SMTP client communication 144 Unified Messaging 145 Cisco Voicemail for Gmail 145 LDAP 147 C H A P T E R 1 2 Overview 147 Integrating Unity Connection with an LDAP Directory 147 Task List for Configuring LDAP 148 Activating Cisco DirSync Service 150 Enabling LDAP Synchronization 150 Configuring LDAP Directory Configurations 150 Converting Phone Numbers into Extensions 151 System Administration Guide x Contents

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Adding a Regular Expression and Replacement Pattern 152 Uploading SSL Certificates on the Cisco Unity Connection 9.x Server 152 Configuring LDAP Authentication in Unity Connection 153 Selecting the LDAP Users to Import into Unity Connection 154 Directories Other than Active Directory 155 Active Directory 155 Unity Connection Intrasite and Intersite Networking 155 Filtering LDAP Users 155 Adding an LDAP Filter 156 Creating Unity Connection Users from LDAP Data Using the Import Users Tool 156 Creating Unity Connection Users from LDAP Data Using Bulk Administration Tool 156 Editing LDAP Directory Configuration 157 Changing or Deleting LDAP Directory Configuration 157 Disabling LDAP Authentication 158 Changing the LDAP Field Mapped to the Alias Field 158 Determining if a Unity Connection User is Integrated with an LDAP Directory 159 Changing LDAP Integration Status 159 Changing the LDAP Integration Status of an Individual Unity Connection User 160 Changing the LDAP Integration Status of Multiple Unity Connection User Accounts in Bulk Edit Mode 161 Integrating Existing Unity Connection User Accounts with LDAP User Accounts Using Bulk Administration Tool 161 SpeechView 165 C H A P T E R 1 3 Overview 165 SpeechView Security Considerations 167 Considerations for Deploying SpeechView 167 Task List for Configuring SpeechView 168 Enabling SpeechView Transcription of Voice Messages in Class of Service 169 Configuring Unity Connection to Relay Messages to a Smart Host 169 Configuring Unity Connection to Accept Messages from Email System 169 Configuring Email System to Route Incoming SpeechView Traffic 170 Configuring SpeechView Transcription Service 170 SpeechView Reports 171 System Administration Guide xi Contents

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SpeechView Transcription Error Codes 171 Configuring Transcription Error Codes 172 Notifications 173 C H A P T E R 1 4 Introduction 173 Default Notification Devices 174 Configuring Notification Devices 174 Cascading Message Notification 176 Task List for Cascading Message Notification 176 Chaining Message Notification 177 Task List for Chaining Message Notification 177 Setting Up SMTP Message Notification 178 Enabling SMTP Notification 178 Configuring the Unity Connection Server to Relay Messages to a Smart Host 178 Setting Up SMS Message Notification 179 Enabling SMS Message Notifications 180 Setting Up an SMPP Provider 180 Setting Up HTML Message Notification 180 Notification Templates 181 Default Notification Templates 181 Configuring Notification Templates 182 Custom Variables 185 Configuring Custom Variables 185 Custom Graphics 186 Configuring Custom Graphics 186 Administrative Replaceable Images 187 Editing an Administrative Replaceable Image 187 Configuring HTML-based Message Notification 188 Configuring the Authenticated and Non-Authenticated Mode 188 Configuring Unity Connection to Send Voice Message as an Attachment with HTML Notification 188 Configuring Unity Connection to Send Voice Message as an Attachment 189 Configuring the Size of Voice Messages Sent as an Attachment 189 Notifications Subject Line Format 190 Subject Line Parameters 190 System Administration Guide xii Contents

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Subject Line Format Examples 192 Subject Line Format Configuration 192 Video 195 C H A P T E R 1 5 Video 195 Task List for Configuring Video Messaging 195 Installing and Configuring Cisco MediaSense 196 Configuring Video Services 197 Configuring Video Services Accounts 198 System Settings 201 C H A P T E R 1 6 Overview 201 General Configuration 201 Managing the General Configuration Settings 202 Cluster 202 Authentication Rules 202 Configuring Authentication Rules 203 Roles 204 Configuring Roles 204 Assigning or Removing Roles to a User 205 Restriction Tables 206 Licenses 206 Schedules 206 Holiday Schedules 206 Global Nicknames 206 Configuring a Global Nickname in Unity Connection 206 Subject Line Formats 207 Subject Line Parameters for Voice Messages 208 Subject Line Format Examples for Voice Messages 209 Subject Line Format Configuration 210 Configuring Subject Line Formats in Unity Connection 210 Attachment Descriptions 210 Configuring Description of a Message Attachment 211 Enterprise Parameters 211 System Administration Guide xiii Contents

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Service Parameters 214 Plugins 221 Real-Time Monitoring Tool 221 Installing a Plugin in Unity Connection 222 Fax Server 222 LDAP 222 SAML Single Sign On 223 Authz Server 223 Configuring an Authz Server in Unity Connection 224 Cross-Origin Resource Sharing (CORS) 224 Configuring CORS in Unity Connection 225 SMTP Configuration 225 Advanced System Settings 227 C H A P T E R 1 7 Advanced System Settings 227 SMPP Providers 227 Conversations 227 Applying Conversation Settings for All Users 228 Conversation Settings 228 Messaging 232 Intrasite Networking 232 Telephony 232 Reports 233 Available Reports 233 Connection Administration 237 Editing Administration Settings using Cisco Unity Connection Administration 237 TRAP 237 Editing Telephone Record and Play Settings 237 Disk Capacity 238 PCA 238 Editing the Settings for Cisco PCA Inbox 238 RSS 239 Enabling Insecure RSS Connections 239 Configuring an RSS Reader to View Voice Messages 239 System Administration Guide xiv Contents

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RSS Feed Limitations and Behavioral Notes 239 Cluster Configuration 240 Fax 240 Unified Messaging Services 240 API Settings 240 Enabling or Disable CUMI API Settings 240 Fax Server 243 C H A P T E R 1 8 Fax Server 243 Task List for Configuring Fax Server Integration 243 Configuring Unity Connection for Fax Server Integration 244 Configure SMTP on Unity Connection server 244 Enabling or Updating Fax Server Integration on Unity Connection 244 Customizing or Updating Fax Server Integration on Unity Connection 244 Configuring or Updating Users for Fax Server Integration 245 Testing Fax Server Integration 245 Tools 247 C H A P T E R 1 9 Task Management Tool 247 Viewing and Managing Tasks Using Task Management Tool 247 Bulk Administration Tool 248 Configuring the Objects Using BAT 248 Constructing Input CSV Files 249 Correcting Errors Using Failed Objects File 251 Correcting Errors Using the Failed Objects File 251 Custom Keypad Mapping Tool 252 Using the Custom Keypad Mapping Tool 252 Guidelines for Assigning Keys to Menu Options 253 Setting a Keypad Mapping to Match an Existing Conversation Mapping 253 Conversation Menus in Custom Keypad Mapping Tool 253 Main Menu Tab 253 Message Playback Menu Tabs 255 After Message Menu Tab 259 Settings Menu Tab 261 System Administration Guide xv Contents

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Message Settings Menu Tab 262 Preferences Menu Tab 262 Documenting Your Keymap 263 Migrate Utilities 263 Accessing the Migrate Utilities 264 Grammar Statistics Tool 264 SMTP Address Search 264 Show Dependency Results 264 Other Administrative Tools 265 Remote Database Administration Tools 265 Enabling Database Access for Remote Administration Tools 265 Starting the Database Proxy Service 266 Cisco Unified Backup and Restore Application Suite (COBRAS) 266 Cisco Voice Technology Group Subscription Tool 266 Cisco Utilities Database Link for Informix (CUDLI) 266 Unity Connection User Data Dump (CUDD) 267 Wallet Card Wizard 267 User Settings 269 A P P E N D I X A Settings for User Accounts and User Templates 269 User Template Basics 270 User Basics 270 Password Settings 271 Securing and Changing User Phone PINs 271 PIN Synchronization between Unity Connection and Cisco Unified CM 271 Task List for Configuring PIN Synchronization in Unity Connection 272 Password and PIN Security Considerations for Template Defaults 273 Change Password 273 Securing and Changing the Web Application (Cisco PCA) Password 274 Roles 274 Message Waiting Indicator 275 Transfer Rules 275 Message Settings 276 Message Actions 276 System Administration Guide xvi Contents

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Caller Input 277 Mailbox 278 Message Aging Policy 278 Phone Menu 278 Phone View feature 279 Playback Message Settings 279 Send Message Settings 279 Greeting 280 Changing the Audio or Video Format of Recordings 280 To Change the Audio or Video Format of Recorded Messages Using Phone 280 Post Greeting Recording 281 Notification Devices 281 Unified Messaging Account 281 Video Service Accounts 282 Alternate Extensions 282 Alternate Extension Custom Settings 283 Alternate Names 283 Private Distribution Lists 284 SMTP Proxy Addresses 284 Bulk Administration Tool 285 A P P E N D I X B Required and Optional CSV Fields in BAT 285 Required and Optional CSV Fields for User 285 Required and Optional CSV Fields for Contacts 306 Required and Optional CSV Fields for Distribution Lists 312 Required and Optional CSV Fields for Distribution List Members 313 Required and Optional CSV Fields for Unified Messaging Accounts 313 Tenant Partitioning 317 A P P E N D I X C Understanding Tenant 317 Tenant Provisioning using APIs 317 Working with Tenant Partitioning 318 Modifying the Objects after Tenant Creation 319 System Administration Guide xvii Contents

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System Administration Guide xviii Contents

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C H A P T E R 1 Introduction • Introduction, on page 1 • Administrative Tools, on page 1 • Using Single Sign-On, on page 2 • Configuring Browsers on a Unity Connection Administrator Workstation, on page 2 • Cisco Unity Connection Administration User Interface, on page 4 • Cisco Unity Connection Configuration Scenarios, on page 5 Introduction Cisco Unity Connection provides a set of tools for administering, monitoring, and troubleshooting the system. The tools that enable the system administrators to provision the Unity Connection server and provide feature rich services, such as integrated voice messaging and audio text application for enterprise level businesses. Administrative Tools Following are the administrative tools supported with Unity Connection: • Cisco Unity Connection Administration: A tool used in most of the administrative tasks such as, customizing user settings and implementing a call management plan. Unity Connection Administration also provides access to several other tools including the Bulk Administration Tool (BAT), Custom Keypad Mapping, Task Management, and Migration Utilities. See Cisco Unity Connection Administration User Interface, on page 4 section. • Cisco Unified Serviceability: A monitoring and troubleshooting tool for serviceability that is shared between Unity Connection and Cisco Unified Communications Manager. This tool allows you to generate reports, enable alarms, set trace information, activate or deactivate services that are generic to the platform. • Cisco Unity Connection Serviceability: A monitoring and troubleshooting tool for serviceability that is used only by Unity Connection.This tool allows you to generate reports, enable alarms, set trace information, manage a Unity Connection cluster, and activate or deactivate services that are specific to Unity Connection. For more information, see the Administration Guide for Cisco Unity Connection Serviceability Release 15 at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/serv_ administration/guide/b_15cucservag.html . • Cisco Unified Operating System Administration: A tool used to change operating system settings (for example, IP address or NTP servers), view hardware and software configuration information (for example, System Administration Guide 1

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the amount of memory or the Cisco Unified Communications Operating System version), manage SSL certificates, upgrade Unity Connection and the operating system (they are upgraded together), and enable remote access to the Unity Connection server. For more information, see the Cisco Unified Communications Operating System Administration Guide for Cisco Unity Connection at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/os_administration/guide/b_ 15cucosagx.html. • Disaster Recovery System: A tool that allows you to perform full data back up and restore capabilities when required. For more information, see the "Backing Up and Restoring Cisco Unity Connection Components" chapter of the Install, Upgrade, and Maintenance Guide for Cisco Unity Connection Release 15 at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/install_upgrade/guide/b_ 15cuciumg.html. • Real-Time Monitoring Tool (RTMT): A tool that runs as a client side application to monitor system performance, view system alarms and alerts and collect trace information for detailed debugging. For more information, see the Cisco Unified Real-Time Monitoring Tool Administration Guide Release 12.5 at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/service/12_5_1/rtmt/cucm_b_ cisco-unified-rtmt-administration-1251.html. Using Single Sign-On Unity Connection support Windows based single sign on feature that allows end users to log in once and gain access to the following Unity Connection web applications without signing on again: • Cisco Personal Communications Assistant • Web Inbox • Cisco Unity Connection Administration • Cisco Unity Connection Serviceability Single Sign-On feature can be implemented using SAML SSO. This functionality allows you to implement SSO using SAML open industry standard protocol for providing single sign-on access to client applications. For more information on SAML SSO, see the Quick Start Guide for SAML SSO in Cisco Unity Connection Release 15 at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/quick_start/guide/b_ 15cucqssamlsso.html. Configuring Browsers on a Unity Connection Administrator Workstation To access all the administrative tools and web applications, you need to install the supported web browsers, such as Microsoft Internet Explorer or Mozilla Firefox on the administrator workstation depending on the operating system you are using. Confirm that the software required for correct browser configuration is installed. For information on supported web browsers for each operating system, see the “Software Requirements—Administrator Workstations” section of System Requirements for Cisco Unity Connection Release 15, available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/requirements/ b_15cucsysreqs.html. System Administration Guide 2 Introduction Using Single Sign-On

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Make sure to run the Trusted Sites and Add Exceptions when logging in to Cisco Unity Connection Administration or related web pages after a successful installation of Unity Connection. Table 1-1 specifies the configuration steps that you need to perform on each browser before accessing the web applications. Note Table 1: Configuring Browsers Configuration Browser 1. Enable Java. 2. Enable Java Script > Enable Change Images in Java Script Advanced. 3. Allow sites to set cookies. (For security purposes, you should set this to Allow Sites to Set Cookies for the Originating Web Site Only.) Mozilla Firefox 1. Enable Active scripting. 2. Download and run ActiveX controls. 3. Enable Java scripting. 4. Accept all cookies. 5. Automatically check for newer versions of temporary Internet files. 6. Enable Medium-High privacy. Microsoft Internet Explorer 1. Accept all cookies and select the Allow local data to be set option. 2. Enable Java Script and select the Allow all sites to run JavaScript option. 3. Enable images and select the Show all images option. Chrome Accessing and Exiting Cisco Unity Connection Administration The first time when you sign in to Unity Connection Administration, use the default username and password of the administrator account specified during installation. Later, you can use the username and password for any additional administrator account that you create in Unity Connection Administration page. To Login to Unity Connection Administration Step 1 On an administrator workstation, open a browser session. Step 2 Go to https://<Unity Connection server hostname>/cuadmin. System Administration Guide 3 Introduction Accessing and Exiting Cisco Unity Connection Administration

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Step 3 Enter the applicable username and password. Select Login. By default, a Unity Connection Administration session is set to time out after twenty minutes. You can change the Administration Session Timeout settings on the System Settings > Advanced > Connection Administration page. To Exit Cisco Unity Connection Administration Step 1 In the Cisco Unity Connection Administration title pane, select Sign Out. Step 2 Exit the web browser. Unity Connection Administration supports both the IPv4 and IPv6 addresses. However, the IPv6 address works only when Unity Connection platform is configured in Dual (IPv4/IPv6) mode. Note Cisco Unity Connection Administration User Interface The Unity Connection Administration interface is divided into four areas as mentioned in the followinf table. Located along the left side of the interface, contains links to the Unity Connection Administration pages. Select the name of the page to display it. Navigation pane Located across top of the interface, contains an About link and the Sign Out link. The title pane also offers a Navigation menu that you can use to browse to other Unity Connection applications. Select the name of the application from the Navigation list, and then select Go. Depending on the application, you may be required to sign in again. Title Pane Displays the name of the page and, if applicable, the name of the record displayed on the page. For example, on the Edit User Basics page for a user with the alias John, the title bar reads “Edit User Basics (John).” The right side of the title bar also shows the navigation path of the page, as it relates to other pages in the category. You can select a page in the navigation path to go that page. Title Bar Area in which the Unity Connection data is entered and displayed, page name appears in the title bar at the top of the page. For example, while adding new user template, the title bar reads “New User Template”. Page Frame System Administration Guide 4 Introduction To Exit Cisco Unity Connection Administration

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Figure 1: Cisco Unity Connection Administration Interface Navigation Pane 1 Title Pane 2 Title Bar 3 Page Frame 4 Unity Connection provides a means to access Unity Connection Administration and other web applications using accessibility shortcut keys. For more information, see the Accessibility, on page 13 chapter. Note Cisco Unity Connection Configuration Scenarios Following table lists some of the scenarios that can be used by the System Administrator for configuring various tasks in Unity Connection depending on the organizational needs. System Administration Guide 5 Introduction Cisco Unity Connection Configuration Scenarios

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Table 2: Unity Connection Configuration Scenarios Description Scenarios The first group of information to be gathered is users requirements that includes total number of users in the company, location of the users, current voice messaging solution adopted by the users, and the expectation from Unity Connection as a unified messaging product.This enables the administrators to configure users as per the messaging needs. For more information, see the Configuring Voice Messaging for Each User, on page 6 section. Configuring voice messaging for each user A successful deployment requires you to make careful analysis of your existing telephony infrastructure and perform the correct planning steps to deploy and manage voicemail in a unified messaging environment. For more information, see the Configuring Telephony in Unity Connection, on page 8 section. Configuring telephony in Unity Connection Depending on the messaging needs of the organization, more than one Unity Connection servers located in different locations can be networked together. Being a highly scalable solution, the user configuration can be extended up to 10, 0000 users per server. For more information, see the Connecting Various Locations in a Network, on page 9 section. Connecting various locations in a network Users voice messages are stored, retrieved, and synchronized from the voice mailboxes that are created during the server installation. The administrators can integrate Unity Connection to synchronize voice messages in user voice mailbox with the user exchange mailbox configured on Microsoft Business Productivity Online Suite (BPOS-Dedicated) environments or other third party hosted Exchange environments. For more information, see the Configuring Mailbox Storage and Email Account for Each User, on page 10 section. Configuring mailbox storage and an email account for each user Unity Connection provides the system administrators to configure the additional parameters for enhanced messaging experience. For more information, see the Advanced Configuration, on page 11 section. Advanced configuration Follow the tasks specified in the table to provide the organizations with an enriched voicemail solution. Configuring Voice Messaging for Each User In Unity Connection, two users, Application Administrator and Platform Administrator are created at the time of installation. Both the user accounts enable the administration of different web pages in Unity Connection. System Administration Guide 6 Introduction Configuring Voice Messaging for Each User

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• Application Administrator is a user without a mailbox that provides access to Cisco Unity Connection Administration, Cisco Unified Serviceability, and Cisco Unity Connection Serviceability web pages. • Platform Administrator provides access to Command Line Interface (CLI), Cisco Unified Operating System Administration, and Disaster Recovery System (DRS). Do the following steps to configure voice messaging in an organization: 1. Customizing the user templates for personalized user accounts. 2. Importing users through LDAP and Cisco Unified CM. 3. Synchronizing the Cisco Unified CM imported end users. 4. Defining the class of service for users with or without mailboxes. 5. Enabling HTML Notification for users See the following sections to understand the importance of voice messaging components: • User Templates and User Accounts: A user template is a way to apply configurations to a new user. The user template consists of the authentication rules, class of services, schedules, and a number of other configuration options and settings. If you change the template in any way, the users already created based on this template are not affected. However, new users that are created based on this template adopt all new changes that were made to the template. By default, you have two user templates, Administrator Template and Voicemail User Template. You can also create your own customized user templates. With Unity Connection, the administrator can configure the users with mailboxes and without mailboxes. The default application administrator user that cannot send, receive, or forward voice message is an example of user without mailbox, and is created using the administrator template. While the users with mailbox that can send, receive, and forward messages to other users using phones or web clients are based on voicemail user template. Users can also send video greetings to other voicemail users. For more information on user templates and settings, see the Call Management, on page 79 chapter. • Creating Users: You can either manually add users or import them from the LDAP directory or Cisco Unified CM configured AXL server on the Cisco Unity Connection Administration page.You can also use Bulk Administration Tool (BAT) to create users with and without mailbox. For more information on creating users, see the Users, on page 37 chapter. • Class of Service and Membership status: Class of service (COS) is a parameter that defines the limits and permissions for using Unity Connection. COS can be configured for users with mailbox and controls the user access to various features and applications such as, message length and using IMAP capability. You can customize the way COS handles the various options by editing or creating a new COS depending on your business needs. For more information on class of service, see the Class of Service, on page 20 section. You can modify class of service membership status for individual user accounts to restrict access for various features using default COS defined during installation. For more information on class of service and class of service membership, see the User Attributes, on page 19 chapter. • Distribution List: A distribution list is a systematic way to group multiple users in Unity Connection that allows to send and receive voice messages to users that need the same type of information. For more information on distribution lists, see the System Distribution List, on page 55 chapter. • Contacts: Contacts are the users that frequently communicate with Unity Connection users. The contacts are part of voice messaging system with voice mailbox account other than the Unity Connection server. System Administration Guide 7 Introduction Configuring Voice Messaging for Each User

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Contacts can be configured as part of VPIM messaging and are accessible using directory access, name dialing access and Personal Call Transfer Rules. For more information on contacts, see the Contacts, on page 51 chapter. • Notification Templates: The notification feature allows alerting the user outside the context of a web page of an occurrence, such as the delivery of email or voice message. User accounts in Unity Connection can be configured for HTML notification on desired email addresses. The default notification templates or the ones customized by administrators provides an easy access to subscriber messages by enabling the HTML notification device. For example, the administrators can configure the HTML templates to include header, footer, logos, images, MWI status, and hyperlink to the Mini Web Inbox. For more information on notification templates, see the Notifications, on page 173 chapter. Configuring Telephony in Unity Connection Unity Connection integrations are built using a phone system configuration that includes one or more port groups. Each port group contain one or more ports that you can use to support connectivity between the phone system and Unity Connection. You can follow the below procedure to configure telephony integration in your organization. • Identifying the call agent for integrating Unity Connection. • Determining the integration type (SCCP/SIP/PIMG/TIMG/Secure SIP). • Configuring the phone system and adding ports as per the supported OVA and hardware requirements. • Defining the search space and partitions. • Mapping the routing rules with the call handlers as per your requirements. • Telephony Integration: It allows you to manage and integrate phone system in Unity Connection with a call agent for call processing functions, such as sending and receiving telephone calls. For more information on telephony integration, see the Telephony Integration, on page 61 chapter. • Phone System: A phone system in Unity Connection describes a single integration with a PBX or Cisco Unified CM system for call processing redundancy. The phone system contains global configurations that apply to the integrations, such as SIP and SCCP affecting all the port groups. For more information on phone system, see the Telephony Integration, on page 61 chapter. • Ports: Ports are endpoints in Unity Connection that answer calls (inbound) to record, retrieve messages, and handle call transfers.They can also initiate calls (outbound), as in the case of MWI and message notification. For example, if users use the clients (Cisco ViewMail for Microsoft Outlook) to retrieve voicemails, ports are not used for this operation, as long as they download the messages and listen using the workstation speakers. However, if users select IP phones to send or retrieve messages, a port is used. This operation requires a port to be configured for telephony record and playback (TRAP). Ports are associated to only one port group. For more information on ports, see the Telephony Integration, on page 61 chapter. • Port Groups: Port groups include one or more ports. Port groups contain most of the configuration settings for the integration, including the Message Waiting Indicator (MWI), IP address or hostname of the phone system, port numbers, advertised codecs, and other settings that apply to the ports within the port group. Multiple port groups can be configured depending on the type of integration method used for communication, such as SCCP or PIMG/TIMG. The multiple port groups are added under one phone system. For more information on port groups, see theTelephony Integration, on page 61 chapter. System Administration Guide 8 Introduction Configuring Telephony in Unity Connection

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• Dial Plan: The dial plan in Unity Connection provides flexibility and access to resources, users, and features through the use of partitions and calling search spaces. Partitions enable an organization to segment resources in Unity Connection for the purpose of dialing, transfers, messaging, addressing, or multi-tenant functionality. The dial plan is an addressing method defined by the network administrator. Partitions are logical groupings of devices with similar reachability and a Search Space is an ordered list of partitions. Extensions must be unique within a partition, but not necessary in case of search spaces. For more information on dial plan, see the Call Management, on page 79 chapter. • Call Routing: Call routing provides a method to route calls from a call agent to Unity Connection. Routing rules influence the call routing as an incoming call is presented to Unity Connection on a voicemail port. The direct routing rule and forwarded routing rules are the two routing rules that can be applied on the calls placed directly to a voicemail number or the calls forwarded when a user is busy. User experience varies depending on the type of caller (internal or outside caller). For more information on call routing, see the Call Management, on page 79 chapter. • Call Management Handlers: Unity Connection offers various handlers as part of call management plan that includes System Call Handlers, Directory Handlers, and Interview Handlers. • A System Call Handler can serve multiple functions in Unity Connection, such as answering calls and playing a recorded announcement to other users or other call handlers. The call handlers are based on pre-defined call handler templates and the functions vary depending on the current call routing rule. The Directory Handlers provide an easy access method to reach the subscribers with recorded names. Interview Handlers offers a way to gather information from callers by playing a series of questions and recording the answers. You can customize the handlers over the phone to offer better user experience. For more information on call management handlers, see the Call Management, on page 79 chapter. Connecting Various Locations in a Network Networking in Unity Connection clusters enables the system administrators to inter-network with other voice messaging systems to achieve inter-interoperability and high scalability. Depending on the messaging needs of the organization, multiple Unity Connection directories (Unity Connection servers or clusters) can be combined to form a site (and to interlink multiple Unity Connection sites to form a voicemail organization. Unity Connection allows you to meet your expanding business needs by providing various networking options: • VPIM: Unity Connection as a unified messaging system provides VPIM gateways with on ramps (gateways that connects from another voicemail networking protocol to VPIM) and off ramp (gateways that connect from VPIM to another voicemail networking protocol) to allow integration of similar and dissimilar messaging systems, such as Avaya Solutions and Unity Connection. Voice Profile for Internet Mail (VPIM) protocol is an industry standard that allows different voice messaging systems to exchange voice and text messages over the Internet or any TCP/IP network. It is based on the Simple Mail Transfer Protocol (SMTP) and the Multi-Purpose Internet Mail Extension (MIME) protocol. For more information on VPIM, see the Networking, on page 121 chapter. Unity Connection supports up to 10 VPIM locations and 100,000 VPIM contacts in the Unity Connection directory. Note • Legacy Networking: Unity Connection supports intrasite and intersite networking between various Unity Connection clusters. System Administration Guide 9 Introduction Connecting Various Locations in a Network

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• Intrasite Networking: If your organization has users that are more than what a single Unity Connection server or cluster pair can support, you can join two or more Unity Connection servers or clusters (up to a maximum of ten) to form a well-connected network, referred to as a Unity Connection site. The servers that are joined to the site are referred to as Locations. (When a Unity Connection cluster is configured, the cluster counts as one location in the site.) Each location is said to be linked to every other location in the site via an intrasite link. The Unity Connection site concept was known as a digital network in Unity Connection 7.x. You can join Unity Connection 7.x locations, 8.x locations, 9.x locations, 10.x locations, 11.x, and 12.x locations in the same Unity Connection site, as long as you do not link the site to any other site. Users, system distribution lists, partitions, search spaces, and Unity Connection locations are replicated between sites. • Intersite Networking: An intersite link can be used to connect either one Unity Connection site to another Unity Connection site or to inter-network Unity Connection with the Unity servers. Intersite link can be configured for 20 locations. For more information on legacy networking, see the Networking, on page 121 chapter. To support inter-networking between Cisco Unity and Unity Connection sites, all servers in the site must be running Unity Connection version 10.x or later. Note • HTTPS: With Unity Connection 10.0(1), a new concept of networking, HTTPS networking, has been introduced to connect different Unity Connection servers and clusters in a network. You should deploy a new network as an HTTPS network. You can connect maximum 25 Unity Connection locations in an HTTPS network. Within a network, each location uses HTTP or HTTPS to exchange directory information and SMTP to exchange voice messages with each other. For more information on HTTPS, see the Networking, on page 121 chapter. • SRSV: Cisco Unity Connection Survivable Remote Site Voicemail (Unity Connection SRSV) is a backup voicemail solution that works in conjunction with Cisco Unified Survivable Remote Site Telephony (SRST) for providing voicemail service to central and all remote locations during WAN outages. For more information on SRSV, see Complete Reference Guide for Cisco Unity Connection Survivable Remote Site Voicemail (SRSV) for Release 15, available at https://www.cisco.com/c/ en/us/td/docs/voice_ip_comm/connection/15/srsv/guide/b_15cucsrsvx.html. SRSV deployment is supported with Unity Connection 9.1.2 and later. Note Configuring Mailbox Storage and Email Account for Each User Unity Connection has an installed mailbox store. Unity Connection handles user properties, such as user mailbox accounts and voice messages by creating a directory configuration database. You need to configure your mailbox store as per your messaging needs. • Mailbox Store: Mailbox store is a repository that is used to store messages and Unity Connection directory information. A single mailbox store is created at the time of installation and is named as UnityMbxDb1. You can add additional message storage for better performance.For more information on message storage, see the Message Storage, on page 109 chapter. System Administration Guide 10 Introduction Configuring Mailbox Storage and Email Account for Each User

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• Mailbox Quotas: Mailbox Quotas allows you to define the size limits of user voice mailboxes in Unity Connection. Unity Connection is configured with system-wide mailbox size quotas that can be customized to set restrictions on the send or receive of user voice messages. For more information on mailbox quotas, see the Message Storage, on page 109 chapter. • Message Aging Policy: When a mailbox store is created, maximum amount of disk space is created for the user voice messages. To maintain the allocated disk space within the specified mailbox quota, Unity Connection provides message aging policies. The rules apply on users mailbox and ensure that disk space for where voice messages are stored do not fill up. The state of the messages is changed when the aging policy is active. For example, new message moves to saved state and saved to deleted in the specified period of time. For more information on message aging policy, see the Message Storage, on page 109 chapter. • Unified Messaging Service: Unity Connection supports Unified Messaging Service (UMS) that integrates voice messaging with your email account, allowing you to store voice messages in your mailbox along with your email. With UMS, you can access your voice messages using an email client or a Telephone User Interface (TUI). To enable communication between Unity Connection and Exchange, unified messaging service can be configured depending on the Exchange type, Exchange 2010, Exchange 2013 or Exchange 20016, Office365. UMS provides features that enables you to hear your exchange emails using TTS (text-to-speech) functionality in Unity Connection, enables access to exchange calendars and contacts, synchronize voice messages in Unity Connection and Exchange mailboxes for single inbox. • Single inbox: Single inbox is one of the unified messaging features in Unity Connection that synchronizes voice messages in Unity Connection and Exchange mailboxes.When a user is enabled for single inbox, all Unity Connection voice messages that are sent to the user, including the messages sent from Cisco Unity Connection ViewMail for Microsoft Outlook (VMO), are first stored in Unity Connection and are immediately replicated to the user mailbox in Exchange.ViewMail for Outlook is an add-in that allows voice messages to be heard and composed from within Microsoft Outlook 2010, or 2016. Advanced Configuration Unity Connection provides many tools and options that can be enabled for enhanced user experience and system performance.Deploying and configuring a voice messaging system in your organization can also be further customized with some of the additional settings as described in the below section: • Tools: Various tools and utilities can be used for administering Unity Connection such as, Task Management and SMTP Address Search. Some of the Unity Connection tools are: • Bulk Administration Tool (BAT) tool allows you to add, delete, edit object properties, such as users and distribution lists by exporting and importing the default templates. • Custom Keypad Mapping allows you to customize phone menu key press for users. User can change the DTMF keys for Cisco IP phones for sending and receiving voice messages through Telephone User Interface (TUI). • Task Management lists the Unity Connection services that run on a scheduled basis and can be used for various troubleshooting and system maintenance tasks. • Real-Time Monitoring Tool is an application plugin used as extension of Unity Connection for monitoring the system performance and port usage. System Administration Guide 11 Introduction Advanced Configuration

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For more information on tools in Unity Connection, see the Tools, on page 247 chapter. • System Settings: Unity Connection allows the System Administrator to specify the system wide parameters for various object properties including cluster settings at the time of subscriber server installation, authentication rules to define the web password and voicemail PIN for user voice mailbox, licenses to view the license state of Unity Connection registered with Cisco Smart Software Manager (CSSM) or Cisco Smart Software Manager satellite, changing roles, setting the restriction table for phone extensions with larger digits, smart host settings, and many others. For more information on system settings, see the System Settings, on page 201 chapter. • Advanced Settings: It provides enabling and disabling check boxes for various functionalities including conversations for call transfer settings, messaging for user mailboxes, disk capacity to determine disk size, cluster configuration for change in cluster status, unified messaging service settings related to calendaring in UMS and more. For more information on advanced settings, see the Advanced System Settings, on page 227 chapter. System Administration Guide 12 Introduction Advanced Configuration

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C H A P T E R 2 Accessibility • Overview, on page 13 • Shortcut Keys for Cisco Unity Connection Administration, on page 13 • Other Unity Connection Features, on page 15 Overview Cisco Unity Connection supports various shortcut keys and features that provides easy access to web applications, such as Cisco Unity Connection Administration and Web Inbox. Shortcut Keys for Cisco Unity Connection Administration Following are the details on the usage of shortcut keys for Cisco Unity Connection Administration: • The administrator can use the TAB key to navigate all links, all form fields, and widgets in the sequential order. After login, when the administrator first presses the TAB key then focus comes on top of the tree labeled as Cisco Unity Connection. Then by pressing the TAB key again, the administrator can traverse all links, all form fields, and widgets. • At any time if the administrator wants to navigate to the page corresponding to the tree link, then press the 'ENTER' key after selecting the link using the TAB key. • Once focus goes to page frame, then by pressing TAB key you can traverse all visual adds on that page. • The administrator can move the focus from any of the page/form to the top of the tree by the “Ctrl+Alt+t” key. This shortcut key focuses the top tree label Cisco Unity Connection and from there you can traverse all tree links using the TAB key. • The Ctrl+Alt+t shortcut can be used at anywhere in the tree and pages to focus tree label Cisco Unity Connection. • The shortcut keys work on Windows and MAC operating system. System Administration Guide 13

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Usage Safari/Chrome Mozilla Firefox Internet Explorer Item The TAB key is used to navigate all links, all form fields, and widget in the forward sequence. To select or de-select radio button you can use any Arrow key. TAB TAB Note: The TAB key does not work on MAC for any hyperlink navigation. To make it work, the administrator needs to do some configuration changes in Firefox specified in Enabling TAB Key Navigation for Hyperlink On MAC, on page 15 section. TAB Forward navigation of links, form fields, and widget on Unity ConnectionAdministration This shortcut key is used to bring focus back on the top of tree in the Unity ConnectionAdministration page. Ctrl+Alt+t Ctrl+Alt+t Ctrl+Alt+t Focus on the top of Unity ConnectionAdministration tree This combination of key is used to navigate links, form fields, and widget in the backward sequence. Shift+TAB Shift+TAB Shift+TAB Backward navigation of links, form fields, and widget on Unity ConnectionAdministration First bring focus on any menu item using TAB or Shift+TAB and then use the Left or Right arrow key to navigate to all the menu items. Left or Right arrow key Left or Right arrow key Left or Right arrow key Navigate menu item First bring focus on the drop down list using TAB or Shift+TAB and then use Up or Down arrow key to navigate to all the items in the list. Up or Down arrow key Up or Down arrow key Up or Down arrow key Navigate drop down list Item System Administration Guide 14 Accessibility Shortcut Keys for Cisco Unity Connection Administration

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Usage Safari/Chrome Mozilla Firefox Internet Explorer Item First bring focus on tree node then press ENTER to expand and collapse the tree for fast navigation ENTER Key ENTER Key ENTER Key Expand and Collapse tree in Unity ConnectionAdministration Enabling TAB Key Navigation for Hyperlink On Safari The TAB key does not work on the Safari browser for hyperlink navigation. Therefore, left most tree is not accessible in the Unity Connection Administration page through the TAB key directly. To make the tree accessible through TAB key it is required to change the following browser settings on Safari. Step 1 Click goto Preferences> Advanced. Step 2 Select the Press tab to highlight each item on a web page check box to make the tree links accessible using the TAB key. Enabling TAB Key Navigation for Hyperlink On MAC Step 1 Open the Firefox browser and type about:config in the address bar. Step 2 Press 'ENTER' key. Step 3 Accept the security warning. Step 4 From the list of configuration parameters. Try to search for "accessibility.tabfocus". Step 5 If it is not listed then add this parameter as an "integer" and give its value "7". Step 6 Refresh the page and use TAB key for page navigation. If there is a DTMF number in the display name then the part of the name after DTMF digit does not play as recorded name. Note Other Unity Connection Features Other Unity Connection Features that can improve the Accessibility for the end user: Speech Connect The Speech Connect feature provides a speech-enabled enhancement to the automated attendant functionality. Speech Connect uses voice-enabled directory handlers to allow both Unity Connection users and outside callers to do the following: System Administration Guide 15 Accessibility Enabling TAB Key Navigation for Hyperlink On Safari

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• Speak out the name of an employee (Unity Connection user) and instantly be connected, without navigating an audio-text tree and without knowing the extension of the employee. • For easy access to employees, configure a Speech Connect speed dial on user phones. • If multiple employees have the same name or if Speech Connect does not have a perfect match for the name spoken by the caller, it presents numerous name choices for the caller and can include additional information such as the employee location or department. Speech Connect also plays the recorded name of the employee in his or her own voice, if available, making it easier for the caller to choose among multiple names. For more information about setting up directory handlers, see the Call Management, on page 79 chapter. Cisco SpeechView The SpeechView feature allows you to receive voice messages in your mailbox in the form of text. When a voice message arrives, it is delivered to the mailbox of the recipient with a blank text attachment. The text attachment is updated with the transcription text when the transcription service completes the transcription. If there was a problem with the transcription, then an error message is received in the text attachment of the voice message. Only the first 500 characters of a voice message are transcribed and the remaining message is truncated. However, the users have access to the original recording in its entirety. SpeechView is a feature of the unified messaging solution. Therefore, the original audio version of each voice message remains available to you anytime. TTY Overview A TTY prompt set, available in U.S. English (ENX) only, can be installed and used just like any other supported phone language. When the TTY prompt set is installed, the subscribers and outside callers that use TTY can call in to Unity Connection and use the same features that a hearing caller can use. However, note the following limitations: • G.711 MuLaw must be selected as the message recording and storage codec because the Unity Connection TTY prompt set is not compatible with G.729a or other message recording and storage codecs. • A dedicated phone number must be set up for use by outside callers with TTY. All greetings, prompts, and subscriber names accessible from this number must be created with the TTY prompt set. • TTY is a TUI language only. At present, there is no compatible Text to Speech (TTS) language for TTY. The TTY prompt set is also not suitable for use as a GUI language. • TTY tones are not available for use in navigating through the Unity Connection conversation. Some TTY phones do not have the capability to send DTMF tones. In this case, TTY users may need to use the phone keypad for system navigation. • Due to recording and playback limitations, the TTY prompt set cannot be used in interview handlers. • TTY phones do not display the voice names but simply playback the voice names. • Use TTY angel to display voice name as text and replace them in Unity Connection. For more information on TTY angel, see the TTY Angel Help at http://www.ciscounitytools.com/Applications/General/ TTYAngel/TTYAngel.html. System Administration Guide 16 Accessibility Cisco SpeechView

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• It is recommended to disable the comfort noise on Cisco Unity Connection Administration for better quality conversation using ipTTY device. To disable the comfort noise, navigate to System Settings > Advanced > Telephony and uncheck the "Vad Enabled" check box. For information on how to use ipTTY device, see the ipTTY Configuration Guide for Cisco UCM 9.x at https://docs.google.com/document/ d/1CmS0aTN7hIFqlZ_PvjKqTlhgK5xV8IPNTmi8cgsbn6w/edit?pref=2&pli=1. Setting Up Cisco Unity Connection to Use the TTY Prompt Set To set up Unity Connection for TTY, do the following tasks. Step 1 Obtain a dial-in number that will be used exclusively for outside callers with TTY to call in to Unity Connection. Set up the phone system and integration as required. Step 2 Install TTY devices for subscribers, as needed. Step 3 Install the ENX language on the Unity Connection server. Step 4 Confirm that G.711 is selected as the Unity Connection message recording and storage code. Step 5 Create a TTY subscriber template. This template will be used when creating subscriber accounts for all subscriber who will use TTY. You may also want to create a TTY class of service, on which you disable Text to Speech for these subscribers. Step 6 Create a routing rule for the TTY dial-in number. Step 7 Create an opening greeting call handler for the TTY dial-in number. Step 8 Set up additional TTY call handlers as needed. Step 9 Record greetings in TTY by using the TTY Angel, or by using the Media Player and a TTY phone as a recording and playback device. You will need to record the following greetings, as applicable: the opening greeting, additional call handler greetings, and subscriber greetings. Step 10 Test the TTY dial-in number, opening greeting, call handlers, and all subscriber devices to confirm correct operation for both incoming and outgoing TTY calls. System Administration Guide 17 Accessibility Setting Up Cisco Unity Connection to Use the TTY Prompt Set

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System Administration Guide 18 Accessibility Setting Up Cisco Unity Connection to Use the TTY Prompt Set

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C H A P T E R 3 User Attributes • User Attributes, on page 19 User Attributes Overview Cisco Unity Connection users are created to administer or provide access to the voice messaging system. The user attributes are the objects that enable you to control which users can connect to the system, and determine the system features and resources they can access. Preparing to Add User Accounts You need to select and define user attributes before adding user accounts in Unity Connection. The settings defined by each attribute helps determine which features are available to the users and callers, define limits, and permissions for using Unity Connection resources. Following are the user attributes that should be configured before adding user accounts individually or in bulk: • Class of Service: The class of service enables you to define the control access to critical features on Unity Connection. The class of service membership enables applies the class of service settings to all the member users. See the Class of Service, on page 20 section. • User Templates: The user template settings are applied to the newly created user accounts and enables you to create predefined configurations for the majority of user settings. Any changes made to the user template settings do not affect the existing user accounts associated with that template. See the User Templates, on page 24 section. • Mailbox Stores: Unity Connection allows you to create multiple mailbox stores that can be useful for customers with large installations, where the time required to complete a backup is an issue. Before you add user accounts, review the mailbox store that is specified in the user template that you plan to use. You may need to edit the template to specify a different mail store, or create a new template. If you change the mailbox store specified in a user template, any already-created user accounts that were based on that template are not re-assigned to the new mailbox store. However, you can reassign a user to a different mailbox store at any time. To configure the mailbox stores, see the Message Storage, on page 109 chapter. System Administration Guide 19

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• Dial Plan: The dial plan in Unity Connection includes partitions and search spaces. Partitions and search spaces provide a way to segregate the global dial and message addressing space within Unity Connection. A partition comprises a logical grouping of objects, such as users and call handlers. The objects are identified by extension, name or SMTP address. A search space contains an ordered list of partitions. See the Dial Plan, on page 90 section. • Schedules: Unity Connection uses schedules to determine which user transfer rule to apply and which user greeting to play. Before you add user accounts, review the active schedule that is specified for the template that you plan to use. You may need to edit the template to specify a different schedule or create a new template. If you change the active schedule specified on a user template page, any already-created user accounts that were based on that template are not reassigned to the new schedule. In contrast, when you edit a schedule, the changes affect both new and existing users of that schedule. This means that you can update schedule settings before and after you create user accounts. You can also reassign a user to a different schedule at any time. For more information on managing holiday and schedules, see the Schedules, on page 103 and Holiday Schedules, on page 206 sections. • Roles: Unity Connection offers levels of privileges for administrator accounts, set according to a list of predefined roles. Roles specify which tasks administrators can do. Before you add administrator accounts, select the roles that are assigned to each account. You can change which roles are assigned to the accounts at any time. For more information, see the Roles, on page 274 section. Class of Service A class of service (COS) defines limits and permissions for accounts with voice mailboxes. For example, a COS: • Controls user access to licensed features, such as Web Inbox or Messaging Inbox (When a COS includes access to a feature that requires individual licenses, you can assign groups of users to the COS only if enough licenses are available.) • Controls user access to non licensed features, such as Personal Call Transfer Rules and digital networking. • Controls how users interact with Unity Connection. For example, a COS dictates the maximum length of user messages and greetings, and whether users can choose to be listed in the corporate directory. • Controls call transfer options. • Specifies the number of private distribution lists allowed to users, and the number of members allowed on each list. • Specifies the restriction tables used to control the phone numbers that users can use for transfers and when placing calls. A COS is not specified for the individual accounts or templates that are associated with users without voice mailboxes or the administrator accounts. Remember that if you change the COS that is specified on a user template page, any user accounts that have already been created based on that template are not reassigned to the new COS. In contrast, when you edit the settings in a COS, the changes affect both new and existing members, so you can edit COS settings before and after you create user accounts. You can also reassign a user to a different COS at any time. Default Class of Service Unity Connection creates two predefined classes of service that you use when setting up the system. System Administration Guide 20 User Attributes Class of Service

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• System: The system class of service is assigned to the administrator (users without voicemail box accounts). This class of service cannot be deleted. • Voice Mail User COS: The voicemail user class of service is assigned to the user accounts with voicemail boxes. This class of service cannot be deleted. Configuring Class of Service This section includes information on configuring a class of service for Unity Connection, define the settings for the class of service and save them. Step 1 In Cisco Unity Connection Administration, expand Class of Service, and then select Class of Service. The Cisco Unity Connection Administration displays the currently configured class of services. Step 2 Configure a class of service (For information on each field, see Help> This Page): • To add a class of service, select Add New. On the New Class of Service page, enter the applicable settings and select Save. • To edit a single class of service, select that COS and to edit multiple class of services, check the applicable check boxes and then select Bulk Edit. 1. On the Edit Class of Service page, edit the class of service settings. 2. After editing the settings, select Save. • To delete a class of service by selecting the applicable check boxes of the class of services you want to delete. Select Delete Selected. Class of Service Membership The class of service membership allows to add user accounts to a particular class of service containing the required features enabled in the COS. Step 1 In Cisco Unity Connection Administration, expand Class of Services, then select Class of Service Membership. Step 2 Select the class of service members by checking the applicable check boxes and select Move Selected. Class of Service Settings You can specify the settings, such as live reply and private distribution lists for the user accounts based on the selected class of service. Live Reply When live reply is enabled, users listening to messages over phone can reply to a message or user calls the sender. You can use COS settings to specify whether users can live reply only to messages from other users, or to messages from both users and unidentified callers (unidentified callers are outside callers or users who are forwarded to Unity Connection but who cannot be identified by the calling extension). System Administration Guide 21 User Attributes Configuring Class of Service

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Users can live reply to a message using the touchstone conversation or the voice-recognition conversation. Consider informing users when you enable this feature, because even when it is enabled, the live reply option is not mentioned in the main phone menus for some phone conversation types. The following points to be considered for live reply to users: • Unity Connection dials the extension of the user who left the message only when the Transfer Incoming Calls to User’s Phone setting for the user who left the message is set to ring an extension or another number. The Transfer Incoming Calls to User’s Phone field is on the Call Transfer page. Note • The call transfer settings for the user who left the message dictate what Unity Connection does when the user phone is busy, and whether Unity Connection screens the call. • If a user attempts to live reply to a message but the sender is unavailable to take the call, a reply message left for the sender is correctly identified as been sent by the user if the user called from a primary or an alternate extension. This is because Unity Connection releases the live reply call to the phone system and the user is no longer signed in to Unity Connection when leaving the reply message. The following considerations for live reply to unidentified callers: • Unity Connection uses the calling number provided by the phone system in the Automatic Number Identification (ANI) string. To initiate the live reply, Unity Connection checks the ANI digits against the transfer restriction table associated with the class of service of the user. If the number is allowed, Unity Connection returns the call by performing a release transfer to the phone system. • You can configure a prefix that Unity Connection prepends to the ANI string and the minimum length of the ANI string before the prefix is applied. For example, to prepend a trunk access code to all numbers of a sufficient length, or to provide additional information that the phone system may need to process the number. Any other formatting that must be done to generate a proper dial string must be performed by the phone system. Private Distribution Lists COS settings allow you to specify the maximum number of lists that are available to users and the maximum number of members that users can add to each list when they use the Unity Connection conversation or the Messaging Assistant to manage the lists. You can set the maximum number of lists, up to 99, available to each user assigned to the COS. While both the Unity Connection conversation and the Messaging Assistant use this COS setting to determine when a user has reached the maximum number of lists, each application calculates differently the number of lists that a user owns: • When a user uses the phone to create a new list by adding members, the Unity Connection conversation counts the number of private lists that have members and compares the total to the value in this setting to determine whether the user has reached the list limit. Lists with no members (empty lists) are not included in the total number of lists that a user owns, even if the lists have recorded names or text names. • When a user uses the Messaging Assistant to create a new list, the Messaging Assistant counts the number of lists that have a recorded name, a text name, or members, and then compares the total to the value in System Administration Guide 22 User Attributes Private Distribution Lists

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this setting to determine whether the user has reached the list limit. Lists with no members are included in the total number as long as they have recorded names or text names. This means that if a user belongs to a COS that allows 15 lists and the user has 12 private lists with members and two lists with recorded names but no members, the user can potentially create more lists by phone than in the Messaging Assistant before reaching the list limit. • When the user uses the Unity Connection conversation, the user reaches the list limit either by adding members to the two empty lists and creating one new list, or by creating three new lists. If the user reaches the limit by creating three new lists, the user cannot add members to the two empty lists until two lists are deleted. • When the user uses the Messaging Assistant, the user reaches the list limit by creating one new list. Despite reaching the list limit, the user can add members to the two empty lists. Recorded Name and Length For each COS, you can specify whether users are allowed to record the names and the length of the recorded name. Hearing a name recorded in the voice of the user can help callers distinguish between users with similar names. When allowed to record the names, users can either use phone conversation or Messaging Assistant to do the recording and they are prompted to complete the task during first time enrollment. Unity Connection does not prevent users from completing the enrollment process if they do not record a name. Note When Unity Connection users have no recorded name, Unity Connection uses the Text to Speech feature to play the username (either the display name or the concatenated first and last name, depending on which name is entered in Unity Connection Administration). The recorded names can give callers an extra level of assurance that they are reaching the person or mailbox they intended to reach. You must record the usernames at the first time enrollment. This assists the callers in understanding names. SpeechView Transcriptions of Voice Messages When the SpeechView feature is enabled, Unity Connection uses a third-party external transcription service to convert voice messages into text. To use SpeechView, users must belong to a class of service that provides transcriptions of voice messages. Members of the class of service can view the transcriptions of the messages using an IMAP client configured to access the messages. The original voice message is still attached to the transcribed text message. Users can optionally configure an SMS or SMTP notification device so that Unity Connection sends the transcription to a phone or external email address. Video In Unity Connection, for each COS, the administrator can specify whether the users are allowed to record and play video greetings and messages. The administrator allows to play video greetings and messages for both the identified and outside callers. Unity Connection also allows the identified callers to record video greetings and messages. The video greeting and messages settings enable the administrators to control whether the members of a class of service can record video greetings or messages nd if the video greetings and messages can be played for outside callers. System Administration Guide 23 User Attributes Recorded Name and Length

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Unity Connection classifies remote users connecting through an intersite, intrasite, or HTTPS link as outside callers. Note To allow the outside callers to access video greetings and messages, you need to enable the enable class of service settings for video greetings and messages, navigate to Cisco Unity Connection Administration> Class of Service> Edit Class of Service> check the Enable Video check box. You can enable or disable the check box to allow the users to play and record video greetings and messages. User Templates Each user and administrator account that you add in Unity Connection is based on a user template. The user template settings include authentication rules and schedules. The authentication rules dictate the password or PIN and account lockout policy for the users that you create. You must review the settings in the user templates that you plan to use before creating a user account. This helps you to determine whether you need to make changes to an existing user template or create new user templates. For each template, consider the features that you want to enable, specify a class of service, set a schedule and time zone for the accounts you want to create. To minimize the number of modifications that you need to make to user accounts later, use a separate user template to specify settings applicable for each group of users that you plan to create. For example, if you plan to create accounts for the members of a sales department, create or edit an existing template to set up message notifications. Specify that messages left for the sales employees are encrypted for extra security, increase the length of messages that callers can leave, and make similar appropriate changes to settings that control the conversation heard by the sales employees. If a particular setting must be unique for each user account, leave that setting blank on the user template, and then you can edit the setting for each user account after they are created. Default User Templates Unity Connection has two predefined user templates that you can edit but cannot delete. The settings on this template are suitable for most users. Voicemail User Template The settings on this template are suitable for users who administer Unity Connection. User accounts that are based on this template do not have voice mailboxes. By default, the template specifies the System Administrator role, which is the administrator role with the highest privileges. Administrator Template Configuring User Templates This section includes information on configuring a user template for Unity Connection, defining the settings for the user template, and saving them. System Administration Guide 24 User Attributes User Templates

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You can manage the user templates using the Bulk Administration Tool. For more information, see the Bulk Administration Tool, on page 248 section. Note Step 1 In Cisco Unity Connection Administration, expand Templates and select User Templates. The Search User Templates page displays the default and currently configured user templates. Step 2 Configure a user template (For information on each field, see Help> This Page): • To add a user template, select Add New. The New User Template page appears. Enter the applicable settings and select Save. • To edit a user template, select the user template that you want to edit. On the Edit User Template Basics page, select the applicable settings from the Edit menu: • User Template Basics • Password Settings • Change Password • Roles • Transfer Rules • Message Settings • Message Actions • Caller Input • Mailbox • Phone Menu • Playback Message Settings • Send Message Settings • Greetings • Post Greeting Recording • Notification Devices • Unified Messaging Accounts • Video Services Accounts For more information on each user template setting, see the Settings for User Accounts and User Templates, on page 269 section. Note System Administration Guide 25 User Attributes Configuring User Templates

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• To delete a user template, select the user template that you want to delete. Select Delete Selected and OK to confirm deletion. Roles A role comprises of set of privileges that define the access level to the system. System Administrator can configure multiple roles based on the administrative needs. The role assignment for a user account can be done based on the set of operations required. Unity Connection offers two types of roles: • System Roles: System roles are predefined roles that come installed with Unity Connection. You cannot create, modify or delete these roles. System roles can only be assigned or unassigned to users by System Administrator. • Custom Roles: Custom roles are the roles that you create with a list of privileges based on your organizational requirements. Custom roles can be assigned or unassigned to users by System Administrator or a custom role user with role assignment privilege. Only a user with System Administrator role can create, update or delete custom roles. Note System Roles At the time of Unity Connection installation, default system roles are created for various administrative functions, as mentioned in below table. Read Only Administrator System Role Unity Connection supports Read Only Administrator system role to provide the read only access of Unity Connection functions to administrator. Description System Role This role allows an administrator to manage call handlers, directory handlers, and interview handlers. Audio Text Administrator This role allows an administrator to enable or disable Unity Connection application and database auditing, to configure audit settings, and to view or delete audit logs. Audit Administrator This role allows an administrator to manage call handler recorded greetings for the Unity Connection users via TUI. You need to assign this role to a User with Voice Mailbox account because the administrator must be able to access Unity Connection by phone. Note Greeting Administrator System Administration Guide 26 User Attributes Roles

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This role allows an administrator to reset user passwords and PINs, unlock user accounts, and view user setting pages. The “Manage Call Handlers Belonging To Users Only - View Only” privilege refers to the primary call handler assigned to a user which include all greetings, transfer rules, and menu entries that you see on the User's page under the Roles section. Note Help Desk Administrator This role allows an administrator to access to all messages. Remote applications, for example, Cisco Unified Mobility Advantage use the username and password of a user with this role for the purposes of retrieving messages on behalf of other users. Typically, this role is assigned to only one user account, which does not represent a real user but exists to access mailboxes on behalf of other users. Mailbox Access Delegate Account This role allows an administrator to view all the Unity Connection administrative functions such as system settings configurations and reports. This role also provides access to view the Clusters, Enterprise Parameters, LDAP, SAML SSO, Service Parameters, Plugins pages under System Settings on Cisco Unity Connection Administration. You can view the Cisco Unified Serviceability and RTMT client also with this role. Note Read Only Administrator This role allows an administrator to administer the database using remote tools. Remote Administrator This is the top-level Unity Connection administration role. This role allows access to all Unity Connection administrative functions, including users, system settings configurations, reports, along with the administration and diagnostic tools. The default administrator account that the installer specified during initial setup of Unity Connection is set to this role. A System Administrator is the only role that has permission to create administrative accounts. System Administrator This role allows an administrator to access all functions that enable management of the Unity Connection server and phone system integration settings; administrators with this role can also run all reports, use diagnostic tools, and view all system and user settings pages. Technician This role allows an administrator to manage user accounts, access all user administration functions and user administration tools. User Administrator You can assign the above mentioned roles to the users with mailboxes except the Greeting Administrator role. As a best practice, make sure that administrators have two accounts: one without a voice mailbox for administering Unity Connection and another with a voice mailbox that they can use to access the personal mailbox. To see the specific privileges for each administrator role, in Cisco Unity Connection Administration, expand System Settings > Roles > System Roles and select the name of each role. You cannot make changes to the permissions that are associated with each predefined role. System Administration Guide 27 User Attributes System Roles

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Custom Roles Unity Connection allows the system administrator to create, update, or delete custom roles with different privileges as per the requirements, where each privilege is associated with an operation or a set of operations. Custom role can be assigned to a user having no role as well as to the user who already has a system or a custom role. A user with custom role cannot assign system role to a user and cannot modify or delete a user with system role. Note Custom Roles are created by selecting a privilege or set of privileges. Unity Connection provides an option to inherit a system role while creating a custom role. All the privileges associated with the inherited system role are assigned to the custom role. You cannot unassign or remove the privileges of inherited system role. As per the requirement, you can assign other privileges to the custom role as well. Each new custom role has read only access privilege by default. Note Below table describes the Unity Connection privileges that can be selected while creating a custom role: Privilege to Manage Users Allows the administrator to manage users and all of their attributes. Manage Users - Full Access Allows the administrator to assign or unassign different custom roles to users. Manage Users: Assign/Unassign Roles Allows the administrator to change the user name attributes like First Name, Display Name, Voice Name etc. Manage Users: User Name Attributes - View, Update Allows the administrator to perform user bulk operations. Manage Users In Bulk - Full Access Allows the administrator to have Read Only access to the Cisco Unity Connection Administration page. It is mandatory to select this privilege while creating a custom role. Also, this privilege does not provide access to Clusters, Enterprise Parameters, LDAP, SAML SSO, Service Parameters and Plugins. Note Read Access to System Configuration Data - Read Access Privilege to Manage Class of Service Allows the administrator to manage class of service and assign/unassign it to users through class of service membership page. Class of Service - Full Access System Administration Guide 28 User Attributes Custom Roles

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Privileges to Manage Templates Allows the administrator to manage user templates. Templates: User Templates - Full Access Allows the administrator to manage system call handler greetings. Manage Call Handlers Greetings - Full Access Allows the administrator to manage call handler templates and system call handlers. Manage Call Handler Templates And System Call Handlers- Full Access Allows the administrator to create and modify call handler templates and system call handlers. Delete action is not allowed with this privilege. Manage Call Handler Templates And System Call Handlers- View, Create, Update Allows the administrator to manage notification templates. Templates: Notification Templates - Full Access Privilege to Manage Distribution Lists Allows the administrator to manage distribution lists. Distribution Lists - Full Access Privileges to Manage Call Management Allows the administrator to manage directory handlers. Call Management: Directory Handlers - Full Access Allows the administrator to create and modify directory handlers. Delete action is not allowed with this privilege. Call Management: Directory Handlers - View, Create, Update Allows the administrator to manage interview handlers. Call Management: Interview Handlers - Full Access Allows the administrator to create and modify directory handlers. Delete action is not allowed with this privilege. Call Management: Interview Handlers - View, Create, Update Allows the administrator to manage call routing rules. Call Management: Call Routing Rules - Full Access Privilege to Manage Message Storage Allows the administrator to manage mailbox stores, mailbox quota, mailbox store membership and message aging policies. Message Storage - Full Access Privileges to Manage Networking Allows the administrator to create VPIM locations and manage them. Networking: VPIM - Full Access Allows the administrator to manage networking, server configurations and activation/deactivation of services. Manage Networking And Server Roles/Activation/Deactivation - Full Access Privileges to Manage Unified Messaging System Administration Guide 29 User Attributes Custom Roles

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Allows the administrator to integrate Unity Connection with unified messaging servers such as Microsoft Exchange, Office 365 etc. and manage the unified messaging accounts. Select "Manage Users - Full Access" privilege to associate users with the unified messaging account. Note Unified Messaging: Configuration - Full Access Allows the administrator to manage speechview services. Unified Messaging: Speechview Transcription - Full Access Privilege to Manage Video Allows the administrator to manage video service and assign them to users. Video Service - Full Access Privilege to Manage Dial Plan Allows the administrator to manage partitions and searchspaces. Dial Plan: Partitions and Search Spaces - Full Access Privileges to Manage System Settings Allows the administrator to manage all the System Settings operations except Enterprise Parameters, Cluster, LDAP, SAML SSO, Service Parameters, Custom Roles and Plugins. System Settings - Full Access Allows the administrator to manage advanced settings. System Settings: Advanced - Full Access Allows the administrator to manage general configurations. System Settings: General Configuration - Full Access Allows the administrator to manage authentication rules. System Settings: Authentication Rules - Full Access Allows the administrator to manage Cluster, Enterprise Parameters, SAML SSO, LDAP, Service Parameters and Plugins. System Settings: Cluster, Plugins, LDAP, SAML, Enterprise and Service Parameters - Full Access Allows the administrator to manage restriction tables. System Settings: Restriction Tables - Full Access Allows the administrator to manage system schedules and holidays. System Settings: Schedules, Holidays - Full Access Allows the administrator to manage global nicknames. System Settings: Global Nicknames - Full Access Allows the administrator to edit subject line formats. System Settings: Subject Line Formats - Full Access Allows the administrator to manage attachment descriptions. System Settings: Attachment Descriptions - Full Access Allows the administrator to manage enterprise password settings. System Settings: Enterprise Passwords - Full Access Allows the administrator to manage fax servers. System Settings: Fax Server - Full Access Allows the administrator to integrate SAML and LDAP with Unity Connection. System Settings: SAML And LDAP - Full Access System Administration Guide 30 User Attributes Custom Roles

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Allows the administrator to manage ldap phone number transform settings. System Settings: LDAP Phone Number Transforms

Full Access Allows the administrator to manage cross origin resource sharing. System Settings: CORS - Full Access Allows the administrator to manage SMTP configurations. System Settings: SMTP Configuration - Full Access Privilege to Manage Phone System Integration Allows the administrator to manage telephony integrations. Telephony Integrations - Full Access Privileges to Manage Tools Allows the administrator to schedule and execute Unity Connection tasks. Tools: Task Management - Full Access Allows the administrator to execute administrative tools such as Grammar Statistics , SMTP Address Search and Show Dependencies. Tools: Run Administration Tools Allows the administrator to manage custom keypad mappings. Tools: Custom Keypad Mapping - Full Access Privileges to Manage User MWI and Password Settings Allows the administrator to reset user MWIs. Reset User MWI Allows the administrator to reset user passwords. Reset User Passwords Privilege to Run Unity Connection Serviceability Allows the administrator to access the Cisco Unity Connection Serviceability page. Run Serviceability Page To perform different operations on Unity Connection, administrator must provide the required privilege to the role and assign the role to a user. The table below describes different Unity Connection operations and the privileges required to perform the operations. Table 3: Privileges Required for Each Unity Connection Operation Set of Privileges Sub - Operation Operation Manage Users - Full Access Select the Manage "Users: Assign/Unassign Roles" privilege for custom role assignment or unassignment. Note Users Manage Users This operation allows you to manage user accounts on Unity Connection. Import Users Synch Users For Import Users and Sync Users operation, you must have LDAP or AXL configured on Unity Connection. Note System Administration Guide 31 User Attributes Custom Roles

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Set of Privileges Sub - Operation Operation Class Of Service - Full Access Class of Service Manage Class of Service (COS) This operation allows you to manage class of services and assign them to different users through Class of Service Membership page on Unity Connection. Class of Service Membership Templates: User Templates - Full Access User Templates Manage Templates This operation allows you to manage different types of templates. For each sub operation associated with the templates, separate privileges are defined to provides access only to that sub operation. Manage Users - Full Access Manage Users - Full Access Manage Call Handler Templates And System Call Handlers- Full Access Call Handler Template Templates: User Templates - Full Access Contact Template Templates: Notification Templates

Full Access Notification Template Manage Users - Full Access Contacts Manage Contacts This operation allows you to manage contacts. Distribution Lists - Full Access System Distribution List Manage Distribution Lists This operation allows you to manage distribution lists.. Manage Users - Full Access Manage Call Handler Templates and System Call Handlers - Full Access System Call Handler Manage Call Management This operation allows you to manage System Handlers and Call Routing rules. For each sub operation associated with the call management, separate privileges are defined to provides access only to that sub operation. Call Management: Directory Handlers - Full Access Directory Handler Call Management: Interview Handlers - Full Access Interview Handler Manage Call Handler Templates and System Call Handlers - Full Access Custom Recordings Call Management: Call Routing Rules - Full Access Call Routing System Administration Guide 32 User Attributes Custom Roles

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Set of Privileges Sub - Operation Operation Message Storage - Full Access Mailbox Stores Manage Message Storage This operation allows you to manage the mailbox and message storage settings. Mailbox Stores Membership Mailbox Quotas Message Aging Manage Networking and Server Roles/ Activation/Deactivation - Full Access Legacy Link Manage Networking This operation allows you to manage networking on Unity Connection server. Branch Management HTTPS Links Locations Networking: VPIM - Full Access VPIM (Full Access) Manage Enterprise Passwords- Add/Delete/Modify passwords Connection Location Passwords Unified Messaging: Configuration

Full Access Manage Users - Full Access Unified Messaging Services Manage Unified Messaging This operation allows you to manage unified messaging services and assign them to users. Unified Messaging Account Status Unified Messaging: SpeechView Transcription - Full Access SpeechView Transcription Video Service - Full Access Video Services Manage Video This operation allows you to manage Video services and assign the services to the users. Video Services Account Status Dial Plan: Partitions and Search Spaces - Full Access Partitions Manage Dial Plan This operation allows you to manage Unity Connection partitions and search spaces. SearchSpaces System Administration Guide 33 User Attributes Custom Roles

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Set of Privileges Sub - Operation Operation Manage System Settings - Full Access This privilege provides access to manage the complete System Settings operations except Custom Roles, Cluster, LDAP, SAML SSO and Enterprise Parameters, Service Parameters and Plugins. Note System Settings Manage System Settings This operation allows you to manage system configurations. Along with the privilege to manage all the System Settings operations, separate privileges are defined for each sub operation to provide access only to that sub operation. System Settings: General Configuration - Full Access General Configuration System Settings: CUCM Inherited Settings - Full Access Cluster System Settings: Authentication Rules - Full Access Authentication Rules System Settings: Restriction Tables

Full Access Restriction Table System Settings: Schedules, Holidays - Full Access Schedules Holiday Schedules System Settings: Global Nicknames
Full Access Global Nicknames System Settings: Subject Line Formats - Full Access Subject Line Format System Administration Guide 34 User Attributes Custom Roles

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Set of Privileges Sub - Operation Operation System Settings: Attachment Descriptions - Full Access Attachment Description System Settings: Cluster, Plugins, LDAP, SAML, Enterprise and Service Parameters - Full Access Enterprise Parameters Service Parameters Plugins System Settings: Fax Server - Full Access Fax Server System Settings: SAML And LDAP - Full Access LDAP SAML Single Sign On System Settings: CORS - Full Access Cross Origin Resource Sharing System Settings: SMTP Configuration - Full Access SMTP Configurations System Settings: Advanced - Full Access Advanced Telephony Integrations - Full Access Phone System Manage Telephony Integrations This operation allows you to manage Telephony Integrations. Port Group Port Speech Connect Port Trunk Security Tools: Task Management - Full Access Task Management Manage Tools This operation allows you to access different tools and utilities for administering Unity Connection along with scheduling tasks for various operations. Manage Users In Bulk - Full Access Bulk Administration Tool Tools: Custom Keypad Mapping - Full Access Custom Keypad Mapping Manage Users In Bulk - Full Access Migration Utilities Tools: Run Administration Tools Grammar Statistics SMTP Address Search Show Dependencies System Administration Guide 35 User Attributes Custom Roles

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Set of Privileges Sub - Operation Operation Run Serviceability Page Cisco Unified Serviceability Manage Serviceability This operation allows you to access both the Unity Connection and the Unified Communication Serviceability page. System Settings: Cluster, Plugins, LDAP, SAML, Enterprise and Service Parameters - Full Access Run Serviceability Page Cisco Unity Connection Serviceability Example to Use Custom Roles Unity Connection offers a predefined system role Technician to manage various system settings and networking related operations along with the administrative tasks such as reset of user MWI etc. If you want a user to perform all the operations of the technician role along with some additional operations such as reset passwords and managing Unity Connection tasks, you must create a custom role with the same privileges as of the technician role, provide the privileges for password reset and task management to the role, and assign the role to user. To create a custom role as per the above example, do the following: Step 1 Create a new role Custom Technician and provide the following privileges to create a custom role equivalent to the Technician system role: • Read Access to System Configuration Data - Read Access • System Settings: Advanced - Full Access • System Settings: LDAP Phone Number Transforms - Full Access • Dial Plan: Partitions and Search Spaces - Full Access • Telephony Integrations - Full Access • System Settings: Cluster, Plugins, LDAP, SAML, Enterprise and Service Parameters - Full Access • Manage Networking And Server Roles/Activation/Deactivation - Full Access • Networking: VPIM - Full Access • Reset User MWI • Tools: Run Administration Tools Creation of a new role Custom Technician is simplified by selecting the Technician system role from Inherit System Role field. Step 2 Provide the following additional privileges to the custom role: • Reset User Passwords • Tools: Task Management - Full Access Step 3 Assign the role to the user. For more information on configuring Custom Roles, see the Configuring Roles, on page 204 section of System Settings chapter. System Administration Guide 36 User Attributes Example to Use Custom Roles

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C H A P T E R 4 Users • Introduction, on page 37 • Default Users, on page 37 • Finding Users, on page 38 • Creating User Accounts, on page 39 • Using Import Users and Synch Users Functionalities, on page 42 • Editing User Account, on page 43 • Deleting User Accounts, on page 45 • Moving or Migrating Users Between Locations in Cisco Unity Connection, on page 47 Introduction Users in Cisco Unity Connection are the user accounts that determine who can access the system and which system features and resources they can use (other than the ones already controlled by the associated class of service). Unity Connection supports the following types of users: Includes the users who need to send or receive voice messages and use other Unity Connection features, such as personal call transfer rules and Web Inbox or Messaging Inbox depending on the class of service assigned to the user. A user account that is set up with a voice mailbox has a phone extension and is counted as a voicemail licensed user. Users With Voice Mailboxes Includes the users who do not need to send or receive voice messages but need to administer the system. You can determine the tasks that the administrators can do by assigning any of the predefined roles to the user. An account that is set up without a voice mailbox does not have a phone extension and is not counted as a voicemail licensed user. Users Without Voice Mailboxes Default Users By default, Unity Connection creates the following user accounts, which you use when setting up the system. System Administration Guide 37

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The Administrator user account has the highest level of administrative privileges (System Administrator role) and is used to access Cisco Unity Connection Administration. The alias and password for this account are specified during installation. This account is configured as a user without a voice mailbox. The default Administrator account can be deleted. However, be sure that you have assigned the System Administrator role to at least one other user before you delete this account. Administrator The Operator user account is the message recipient for the Operator call handler. When calls to the operator go unanswered, callers can leave a message, depending on the call transfer settings for the Operator call handler. You should assign someone to monitor the mailbox for the Operator user account or reconfigure the Operator call handler to send messages to a different user or a distribution list. This account cannot be deleted. Operator By default, the Undeliverable Messages Mailbox user account is the only member of the Undeliverable Messages distribution list, which receives notification of undeliverable messages. You should assign someone to monitor this mailbox or add a user to the Undeliverable Messages distribution list to monitor and reroute (as appropriate) any messages that are delivered to the list. This account cannot be deleted. Undeliverable Messages Mailbox The Unity Connection Messaging System user account is configured as a user without a voice mailbox. It acts as a surrogate sender of messages from outside callers. Thus, messages from outside callers are identified as coming from the Unity Connection Messaging System mailbox. This account cannot be deleted. Unity Connection Messaging System The default user accounts are not included in your user license count. Note Finding Users Cisco Unity Connection Administration allows you to find users based on search criteria that you enter. You can enter all or part of a name, extension, and/or user alias (ID) to find a user. As a best practice, do not use wildcards such as * in search strings. If you want to find a user, use Begins With, Contains, or Ends With to match part of a string, or leave the search string blank to return all results. Unity Connection attempts to match wildcard characters within the field you are searching; if no objects contain such characters in that field, no results are returned. You can use the Search Limits fields on the search page to limit the results that are displayed to a particular partition in which user extensions are configured, or to a particular location if the directory contains users from other digitally-networked Unity Connection locations. When you search for users and limit the results by partition, you can also choose whether to display only users whose primary extension is in the partition, or users whose primary extension and any alternate extensions appear in the partition. If you choose to display System Administration Guide 38 Users Finding Users

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the primary extension and any alternate extensions, multiple records may display for a single user in the search results. You can use the navigation buttons at the bottom of the search results table to move between pages, and use the Rows Per Page setting to display 25, 50, 100, 150, 200, or 250 rows per page. Unity Connection saves your Rows Per Page setting so that on subsequent sign-ins you receive the same number of results per page for this search page. Step 1 In Cisco Unity Connection Administration, select Users. Step 2 On the Search Users page, in the Search Results table, select the user alias to display the user account. If you do not see the user alias listed in the Search Results table, continue with Step 3. Step 3 In the Find Users Where search fields, indicate whether to search by Alias, extension, First Name, Last Name, or Display Name. You can further refine your search by setting additional parameters, such as Begins With or Ends With. Enter the applicable characters to search for, and select Find. Step 4 To limit the search results by partition or location, do the following: a) In the Limit Search To list, select Partition or Location. b) In the Where Name Is list, select the name of the partition or location in which you want to find the user. When limiting the search to a partition, select whether to display only primary extensions in the partition or both primary and alternate extensions in the partition. If you select to display both the primary extension and any alternate extensions, multiple records may display for a single user in the search results. Note Step 5 In the Search Results table, select the user alias to display the user account. Creating User Accounts Before creating user accounts, you must configure user templates and class of service that want to use to create the accounts. After creating a user account, the changes made to the associated user template does not apply to the account. For more information on user templates or class of service, see <User Attributes> chapter. You can use either of the following methods to create users in Unity Connection: • Creating Users Manually: Allows to manually create each user through Search Users page. For information, see Creating User Accounts Manually, on page 40. • Importing Users from Cisco Unified Communications Manager: Allows you to import users from Cisco Unified Communications Manager to Unity Connection using AXL. For information, see Importing Users through AXL, on page 41. • Importing Users from LDAP Directory: Allows you to import users from LDAP directory to Unity Connection. For information, see Importing Users using LDAP Directory, on page 42. • Creating Users through Bulk Administration Tool (BAT): Allows you to create multiple users using BAT at the same time. For information, see Creating User Accounts using BAT, on page 42. System Administration Guide 39 Users Creating User Accounts

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Creating User Accounts Manually Users with voice mailboxes are end users and the users without voice mailboxes are system administrators. Before you add user accounts individually, you need to select and define a template and class of service (COS) for each type of account you need to add. For administrator accounts, you also need to select the roles that are assigned to each account. To learn more about the tasks you should do before adding a user account, see the User Attributes, on page 19 chapter. In case of end users, the default voicemail PINs and web application passwords are applied to each user account that you create. These PINs and passwords are either the defaults set for the default Voicemail User Template during installation, or defaults that are set on the Change Password page for the user template that you select when creating the accounts. You need to give these PINs and passwords to users so that they can sign in to the Unity Connection conversation and to the Cisco Personal Communications Assistant (PCA). To increase system security, you need to instruct users to change both PIN and password as soon as possible and you need to enforce PIN and password complexity rules. When you create administrator accounts, consider the following security issues: • By default, the user without a voice mailbox template specifies the System Administrator role, which is the administrator role with the highest privileges. • A default web application password is applied to each administrative account that you create. If you use the default Administrator Template to create a new account, keep in mind that the default password associated with that account is a randomly-generated string. Therefore, make sure to first enter a new default password for the template to replace the randomly-generated string or change the password for each new account that you create it based on the default Administrator Template. To increase system security, you must instruct administrators to change the password as soon as possible and you must enforce password complexity rules also. • If system administrators in your organization require voice mailboxes, you must set up separate accounts for each system administrator. This means that you must create a user account without voice account for signing in to Unity Connection Administration to do administrative tasks and a separate user account with a voice mailbox for sending and receiving voice messages. Do the following procedure to add a user account with or without a voice mailbox. The information in this section is not applicable for adding end user accounts in Cisco Business Edition. Note Adding a User Account Step 1 In Cisco Unity Connection Administration, select Users. The Search Users page appears displaying the currently configured user accounts. Step 2 On the Search Users page, select Add New . The New User page appears. (For information on each field, select Help > This Page.) Step 3 In the User Type list, do either of the following: • Select User With Mailbox to create an end user account. • Select User Without Mailbox to create an administrator account. System Administration Guide 40 Users Creating User Accounts Manually

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Step 4 In the Based on Template list, do either of the following: • Select VoiceMailUserTemplate for end user account. • Select AdministratorTemplate for administrator account. Step 5 Enter the required information in the fields. Note that the SMTP Address field is optional which means that if you do not enter a value, Unity Connection uses the alias to form the SMTP address. However, the SMTP address cannot include non-ASCII characters. Thus, if the user alias contains non-ASCII characters, you must provide an acceptable SMTP address. Step 6 Select Save . The Edit User Basics page appears. Step 7 Enter the additional information as applicable and select Save. Importing Users through AXL Unity Connection requires an Administrative XML Layer (AXL) server to access the Cisco Unified Communications Manager database, therefore, you must configure an AXL server for the Cisco Unified CM server from which you want to import the users. AXL is an Application Programming Interface (API) that provides a mechanism for inserting, retrieving, updating, and removing data from the database. Prior to importing users, you must do the following on the Cisco Unity Connection server: • Edit or add a user template. In the Phone System field for the template, select the Cisco Unified CM server from which you are importing users. • Configure an AXL server for the Cisco Unified CM server from which you are importing users. For details on configuring AXL servers, see the section Cisco Unified Communications Manager AXL Servers, on page 63 You use the Users > Import Users page in Cisco Unity Connection Administration to create multiple user with voicemail accounts from Cisco Unified CM users. For more information see, Using Import Users and Synch Users Functionalities, on page 42. Cisco Unified CM users must have a Primary Extension defined otherwise the users do not appear on the Users > Import Users page in Cisco Unity Connection Administration. Note When user accounts are created using this method, Unity Connection takes the user Alias, Extension, First Name, Last Name, and all the other available data from the end user table of Cisco Unified CM and fills the remaining information from the user template that you specify. The data from the fields that are taken from Cisco Unified CM cannot be modified using Unity Connection Administration. The method that you can use to update the data in Unity Connection depends on whether Cisco Unified CM is integrated with an LDAP directory: • If Cisco Unified CM is not integrated with an LDAP directory: You must change the data in Cisco Unified Communications Manager Administration and then use the Synch Users page in Unity Connection Administration to manually refresh information from Cisco Unified CM for voicemail users that were created using the Import Users page. • If Cisco Unified CM is integrated with an LDAP directory: You must update the data in the LDAP directory, resynchronize the Cisco Unified CM database with the LDAP directory, and then use the Synch System Administration Guide 41 Users Importing Users through AXL

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Users page in Unity Connection Administration to manually refresh information from Cisco Unified CM for voicemail users that were created using the Import Users page. Considerations While Importing Data From LDAP Directory Integrated with Cisco Unified CM An alternative of creating users by importing data from Cisco Unified Communications Manager is to integrate Unity Connection with an LDAP directory and then import user data from the LDAP directory as described in the LDAP, on page 147 chapter. Note the following: • If you import users from Cisco Unified CM and if Cisco Unified CM is integrated with the LDAP directory, Unity Connection does not automatically have access to LDAP synchronization or authentication. If you want Unity Connection users to authenticate against the LDAP directory, you must integrate Unity Connection with the LDAP directory, too. • If you import users from Cisco Unified CM, updates to Cisco Unified CM data do not automatically replicate to the Unity Connection server, so you must use the Synch Users page in Cisco Unity Connection Administration to manually synchronize Unity Connection user data with Cisco Unified CM user data from time to time. If you integrate Unity Connection with an LDAP directory, you can define a synchronization schedule that specifies when data in the Unity Connection database is automatically resynchronized with data in the LDAP directory. Note that when you add users to the LDAP directory, you still need to manually import them into Unity Connection; automatic synchronization only updates the Unity Connection database with new data for existing users, not new data for new users. • When you integrate Unity Connection with an LDAP directory, you can configure Unity Connection to authenticate passwords for web applications against the LDAP database. When you import data from Cisco Unified CM, you must maintain passwords for Unity Connection web applications in Unity Connection and for Cisco Unified CM web applications in Cisco Unified CM. Importing Users using LDAP Directory You can use Import Users functionality to import users from the LDAP directory to Unity Connection server. For more information on configuring LDAP, see the LDAP, on page 147 chapter. Creating User Accounts using BAT Cisco Unity Connection provides the Bulk Administration Tool that allows you to create, update, and delete multiple user accounts or contacts at the same time by importing information contained in a comma separated value (CSV) file. In addition, it allows you to export information about users or contacts from Cisco Unity Connection to a CSV file. For information on how to create users using BAT, see the Bulk Administration Tool, on page 248 section. Using Import Users and Synch Users Functionalities You can use the Import Users functionality to import existing Cisco Unified CM users in Unity Connection. After importing users from Cisco Unified CM, you can use the Synch Users functionality to manually refresh the information you imported from Cisco Unified CM. System Administration Guide 42 Users Considerations While Importing Data From LDAP Directory Integrated with Cisco Unified CM

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In Cisco Business Edition configurations, synchronization happens automatically. You are not required to manually synchronize the users. Note You can also use Import Users functionality to import users from an LDAP directory. A Cisco Unified CM or LDAP directory server must be integrated with Unity Connection before importing the users. Note Accessing the Import and Synch Users Tools Step 1 In Cisco Unity Connection Administration, expand Users. Step 2 Select Import Users or Synch Users, as applicable. Editing User Account After a Cisco Unity Connection user account has been created, you may need to adjust settings (for example, to reset a user PIN or password or to set up new notification devices for the user) or delete the account. Editing Individual User Account You can edit settings for an individual user account from the pages available on the Edit menu in Cisco Unity Connection Administration. Do the following procedure to edit individual user account settings. Step 1 In Cisco Unity Connection Administration, select Users. Step 2 On the Search Users page, select the alias of the user account that you want to edit. If the user does not appear in the search results table, set the applicable parameters in the search fields at the top of the page, and select Find. Note Step 3 On the Edit User Basics page, change the applicable settings. When you have finished, select Save. Step 4 On the Edit menu, select any of the following settings that you want to edit and select Save: • User Basics • Password Settings • Change Password • Roles System Administration Guide 43 Users Accessing the Import and Synch Users Tools

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• Message Waiting Indicators • Transfer Rules • Message Settings • Caller Input • Mailbox • Phone Menu • Playback Message Settings • Send Message Settings • Message Actions • Greetings • Post Greeting Recording • Notification Devices • Alternate Extensions • Alternate Names • Private Distribution Lists • Unified Messaging Accounts • Video Services Accounts • SMTP Proxy Addresses For information on each user settings, see the Settings for User Accounts and User Templates, on page 269section. Note Editing User Accounts in Bulk Edit Mode Bulk Edit option on the Search Users page allows you to select large numbers of user accounts and quickly make the same changes to the selected user account at one time. If you have multiple locations in your network and want to edit the data across the network in Bulk Edit mode, you need to configure remote access to other locations in your network before attempting a Bulk Edit operation. For more information on configuring location passwords, see the Connection Location Passwords, on page 125 section of the Networking, on page 121 chapter. The following procedure provides instructions for beginning a Bulk Edit operation. Step 1 In Cisco Unity Connection Administration, on the Search Users page, check the applicable user check boxes, and select Bulk Edit. Step 2 On the Edit User Basics page, change settings as applicable. System Administration Guide 44 Users Editing User Accounts in Bulk Edit Mode

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• While updating settings for multiple video service accounts in Bulk Edit mode, you can only map or unmap the video service for the accounts. To create or update the video service accounts for multiple users simultaneously, you can use Bulk Administration Tool. For more information, see Bulk Administration Tool, on page 248 • You can also set the Bulk Edit Task Scheduling field to schedule the Bulk Edit operation for a later date and/or time. Note Step 3 Select Submit. Step 4 If applicable, continue to change settings for these user accounts on the related pages available from the Edit menu. As you make changes on each page, select Submit before going on to the next page to make additional changes. Editing User Accounts through BAT BAT allows you to edit Unity Connection user accounts (with or without voice mailboxes) using the information contained in a comma separated value (CSV) file. For more information on using BAT tool and CSV file, see the Bulk Administration Tool, on page 248 section. Deleting User Accounts In Cisco Business Edition, you delete Cisco Unity Connection user accounts in Cisco Unified CM Administration. (Use the applicable User Management page to find the user or application user, then delete.) To learn more about deleting Unity Connection accounts in Cisco Unified CM Administration, see the online Help or the “Application User Deletion” and “End User Setup” chapters of the applicable Cisco Unified Communications Manager Administration Guide. The guide is available at http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-maintenance-guides-list.html. Note When a user leaves the organization or otherwise no longer needs a Unity Connection account, delete the account in Cisco Unity Connection Administration. Note the following considerations for deleting an account: • All messages in the Unity Connection voice mailbox for the user are automatically deleted. However, if Unity Connection and Exchange mailbox synchronization (single inbox) is configured for the user, Unity Connection voice messages are not deleted from the corresponding Exchange mailbox (the single-inbox feature is available in Unity Connection). • If a user account is referenced by other objects in Unity Connection (for example, if the user is set to be a recipient of messages left in an interview handler or if a call handler is set to transfer incoming calls to the user phone), you are not allowed to delete the user account until you have changed settings on the other objects to remove references to the user account you want to delete. If you try to delete a user account without first changing settings on objects that reference the user account, the delete operation fails. • An administrator is prohibited from deleting his or her own account from Unity Connection Administration. System Administration Guide 45 Users Editing User Accounts through BAT

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• When you delete the account of a user with a voice mailbox, that user is automatically deleted from the All Voice Mail Users distribution list. • If the account for a user has a voice mailbox and if the mailbox store for that voice mailbox is disabled (for example, because the mailbox store is being backed up), the user account cannot be deleted. • If the user account that you are deleting is for a user who is listed as a caller in a personal call transfer rule of another user, the user is removed from the rule and no notice is sent to the user who set up the rule. In addition, if you search for dependencies prior to deleting user accounts, the presence of those users in personal call transfer rules are not reported. The behavior is different when Unity Connection or Cisco Business Edition is integrated with an LDAP directory: • If Unity Connection is integrated with an LDAP directory, you must delete the user both in the LDAP directory and in Unity Connection. If you delete the user only in Unity Connection, the LDAP user is unaffected. If you delete the user only in the LDAP directory, in Unity Connection Administration, the Status area on the Edit User Basics page for that user indicates that the Unity Connection user is inactive. The status cannot be changed manually, but after 48 hours, the user is automatically converted to a regular Unity Connection user, and the message in the Status area no longer appears. Unity Connection functionality is mostly unaffected by the deletion of an LDAP user. However, if you use LDAP authentication for Unity Connection web applications or for IMAP access to Unity Connection voice messages, the user cannot access Unity Connection web applications for the 48 hours after the LDAP user is deleted and before the Unity Connection user is converted to a regular Unity Connection user. After 48 hours, you must enter a new web application password for the user in Unity Connection Administration. • If Cisco Business Edition is integrated with an LDAP directory, you must start by deleting the LDAP user that corresponds with the Unity Connection user. When Cisco Unified CM data is next synchronized with the LDAP directory, the user is deleted from the Cisco Unified CM database. When the user no longer appears in Cisco Unified CM Administration, you can use Unity Connection Administration to delete the user from the Unity Connection database. If LDAP synchronization is not enabled and if you do not manually synchronize Cisco Unified CM data with the LDAP directory, the deletion of an LDAP user is never replicated to the Cisco Unified CM database, and the corresponding Unity Connection user cannot be deleted. Note See the following procedures: Deleting User Accounts Manually Step 1 In Cisco Unity Connection Administration, select Users > Users. Step 2 On the Search Users page, check the check box next to the user account that you want to delete. If the user does not appear in the search results table, set the applicable parameters in the search fields at the top of the page, and select Find. Note Step 3 Select Show Dependencies to search for any database objects that have dependencies on the user you want to delete. System Administration Guide 46 Users Deleting User Accounts Manually

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Step 4 From the dependencies search results, follow links to the affected objects and reassign the dependency to another user. Step 5 Select Tools > Show Dependency Results. Step 6 On the Show Dependency Results page, select Display Previous Results. Step 7 Repeat Step 4 through Step 6 until all dependencies have been reassigned. Step 8 Select Users > Users. Step 9 On the Search Users page, check the check box next to the user account that you want to delete. Step 10 Select Delete Selected. Step 11 In the dialog box that opens, asking you to confirm the deletion, select OK. You can also use BAT to delete multiple users at the same time. For more information, see the Bulk Administration Tool, on page 248 section. Note Moving or Migrating Users Between Locations in Cisco Unity Connection Occasionally, you may need to move one or more user accounts from one Unity Connection server or cluster to another, for load balancing or other reasons. Or, you may need to migrate many or all of the users from one server or cluster to another. In this chapter, the server or cluster from which you move users is referred to as the source location, and the server or cluster to which you move the users is referred to as the target location. The information in this chapter is not applicable to Cisco Business Edition. Note MovingOneorSeveralUsersBetweenNetworkedUnityConnectionLocations The information in this section is not applicable to Cisco Business Edition. Note To move users with voice mailboxes between Cisco Unity Connection locations (where a location represents either a server or cluster on the network), you use Cisco Object Backup and Restore Application Suite (COBRAS) Hot Mode. Hot Mode moves the user profile information and the user mailbox (including all new and saved voice messages, but not including deleted voice messages, receipts, faxes or email messages) from the source location to the target location. In the process, information about the moved users is modified on both the source and target locations, and when replication is complete, all locations in the site or organization are appropriately updated. To use Hot Mode, both the source and target locations must be running Unity Connection, and the locations must be networked via intrasite or intersite networking. Hot Mode is designed to be used on a single user or a small group of users at a time. Compared to COBRAS Briefcase Mode, Hot Mode has the advantage of preserving relationships between objects (for example, the private distribution lists of a user and personal call transfer rules that reference the user being moved are updated automatically to point to the new location). However, Hot Mode moves can be slow. If you need to System Administration Guide 47 Users Moving or Migrating Users Between Locations in Cisco Unity Connection

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move large groups of users or migrate servers and are not concerned about preserving such relationships, consider using the COBRAS Briefcase Mode method explained in the Migrating Users Between Unity Connection Locations, on page 48 section. If you are concerned about preserving such relationships, split large groups of users into small batches when using Hot Mode. To use Hot Mode, download the latest version of COBRAS, and view training videos and Help at http://www.ciscounitytools.com/Applications/General/COBRAS/COBRAS.html. Before moving users, read the COBRAS help file and the COBRAS Hot Mode for Unity Connection to Unity Connection help file carefully and thoroughly. Caution Migrating Users Between Unity Connection Locations The information in this section is not applicable to Cisco Business Edition. Note If the source or target server is running different versions of Unity Connection or if the locations are not networked via intrasite or intersite networking, you use Briefcase Mode in the Cisco Object Backup and Restore Application Suite (COBRAS) tool to move users with voice mailboxes. Rather than moving all pertinent objects from one location to another and cleaning up the original location automatically, Briefcase Mode requires that you copy information from the source location, remove the objects, and then restore them on the target location. When migrating users in Briefcase Mode, you can choose whether to copy the user voice names and voice messages. Task List for Migrating Users Using COBRAS Briefcase Mode Use the following high-level task list to migrate users in Briefcase Mode: Step 1 Download the latest version of COBRAS, and view training videos and Help at http://www.ciscounitytools.com/Applications/General/COBRAS/COBRAS.html. Before migrating users, read the COBRAS help file and the COBRAS Briefcase Mode help file carefully and thoroughly. Caution Step 2 Back up the source and target locations using the Disaster Recovery System. The source backup is not used to restore data on the target location; you should take back up of each location so you can revert to the previous state of the location if necessary. For more information, see the Install, Upgrade, and Maintenance Guide Release 15 available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/install_upgrade/guide/b_15cuciumg.html. Step 3 Use COBRAS Briefcase Mode to export the users to be moved from the source location. See the COBRAS Briefcase Mode help file for instructions. Step 4 If the source and target locations are connected via any type of networking, delete the users to be moved from the source location. To delete accounts one at a time, see the Deleting User Accounts, on page 45 section. If the source and target are connected via any type of networking, it is critical that you delete the users and verify that the deletion has completed on all networked locations before importing the users on the target location. Note System Administration Guide 48 Users Migrating Users Between Unity Connection Locations

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Step 5 Use COBRAS Briefcase Mode to import users on the target location. See the COBRAS Briefcase Mode help file for instructions. Step 6 If you did not delete the original user accounts from the source location in Task 4., delete them now. To delete accounts one at a time, see the Deleting User Accounts, on page 45. System Administration Guide 49 Users Task List for Migrating Users Using COBRAS Briefcase Mode

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C H A P T E R 5 Contacts • • Introduction, on page 51 • Types of Contacts, on page 51 • Contact Templates, on page 52 • Configuring Contacts, on page 52 • Contact Settings, on page 53 Introduction Cisco Unity Connection provides a set of tools for administering, monitoring, and troubleshooting the system. The tools that enable the system administrators to provision the Unity Connection server and provide feature rich services, such as integrated voice messaging and audio text application for enterprise level businesses. Types of Contacts Unity Connection supports the following types of contacts: • Administrator defined contacts: Administrator defined contacts are the contacts are available to all users. These contacts can be configured for agents, staff vendors, or contractors that have an external phone number and need to be reachable from the voice messaging system. Administrator-defined contacts can be configured for VPIM messaging. These contacts represent users on other VPIM-compatible voice messaging systems. When contacts have been set up to represent the VPIM users, Unity Connection users can send and receive messages to and from the VPIM users on the other voice messaging systems. For more information on VPIM network, see the “Creating VPIM Contacts” section of the “VPIM Networking” chapter of the Networking Guide for Cisco Unity Connection Release 15 at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/networking/guide/b_15cucnetx.html. • User defined contacts: User defined contacts are created by the individual users and are only accessible to the users who create them. You can create such contacts through Cisco Personal Communications Assistant. You can also add such contacts to their personal call routing rules, caller groups, and can also use voice commands to call other contacts. System Administration Guide 51

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For more information on how a user can maintain contacts, see the “Managing Your Contacts” chapter of User Guide for the Cisco Unity Connection Messaging Assistant Web Tool Release 15 available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/user/guide/assistant/b_15cucugasst.html. Contact Templates Contacts are based on contact templates. Contact Template settings apply to all newly created contacts and any change in the template thereafter is not reflected in any existing contact. Unity Connection includes one predefined contact template that you can edit. You can also create new templates based on your requirements. If Unity Connection has more than one partition defined or is configured for VPIM networking, you may want to create a contact template for each partition or for each VPIM location. Configuring Contact Templates Step 1 In Cisco Unity Connection Administration, expand Templates and select Contact Templates. The Search Contact Templates page appears displaying the currently configured contact templates. Step 2 Configure contact templates (For more information on each field, see Help> This Page): • To add a contact template: On the Search Contact Templates page, select Add New. On the New Contact Template page, enter the values of the required fields and select Save. On the Edit Contact Template Basics page, enter the values of the required fields and select Save. • To edit an existing contact template: On the Search Contact Templates page, select the contact template that you want to edit. On the Edit Contact Template Basics page, enter the values of the required fields and select Save. • To delete one or more contact templates: On the Search Contact Templates page, check the check boxes to select the contact templates that you want to delete. Select Delete Selected and OK to confirm deletion. Configuring Contacts You can configure contacts using either of the following methods: • Configuring Contacts Manually: Allows to manually configure each contact through Search Contacts page. For information, see the Configuring Contacts Manually, on page 53. • Configuring Contacts through Bulk Administration Tool (BAT): Allows you to configure multiple contacts using BAT at the same time. For information, see the Configuring Contacts through Bulk Administration Tool (BAT), on page 53. System Administration Guide 52 Contacts Contact Templates

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Configuring Contacts Manually Step 1 In Cisco Unity Connection Administration, expand Contacts and select Contacts. The Search Contacts page appears displaying the currently configured contacts. Step 2 Configure contacts in Unity Connection (For more information on each field, see Help> This Page): • To add a contact: On the Search Contacts page, select Add New. On the New Contact page, enter the values of the required fields and select Save. On the Edit Contact Basics page, enter the values of the required fields and select Save. • To edit a contact: On the Search Contacts page, select the contact that you want to edit. On the Edit Contacts Basics page, select Edit to edit the contact settings and select Save. • To edit multiple contacts: On the Search Contacts page, check the check boxes for the contacts you want to edit and then select Bulk Edit. On the Edit Contact Basics page, enter the values of the required fields and select Submit. You cannot edit the Alternate Names of multiple contacts using Bulk Edit. Note • To delete one or more contacts: On the Search Contacts page, select the contacts that you want to delete. Select Delete Selected and OK to confirm deletion. Configuring Contacts through Bulk Administration Tool (BAT) BAT allows you to create Cisco Unity Connection contacts from a CSV file. For information on configuring contacts and constructing CSV file, see the Bulk Administration Tool, on page 248 section. Contact Settings Contact settings includes configuring the contacts with alternate names and providing SMTP proxy addresses. Using Alternate names, contacts can be recognized using voice recognition functionality and setting up SMTP proxy address enables the IMAP client users to communicate with Unity Connection contacts or VPIM contacts. System Administration Guide 53 Contacts Configuring Contacts Manually

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Alternate Names Alternate names are different versions of a name than what is listed in the corporate directory. For example, if a caller asks Unity Connection to dial “Mary Jameson,” which was the maiden name of Mary Brown, Unity Connection can reference this information and connect the caller to the correct user. Alternate names can be created for VPIM contacts, administrator defined contacts, and user defined contacts.You could also use alternate names to add phonetic spellings of hard to pronounce names. For example, you can add “Goolay” as an alternate name for the last name “Goulet”. SMTP Proxy Addresses Unity Connection uses SMTP proxy addresses to map the recipients of an incoming SMTP message sent from an IMAP client to the appropriate Unity Connection user or VPIM contact. If users use IMAP clients to send, reply to, or forward messages to VPIM contacts you should configure each VPIM contact with an SMTP address. Unity Connection handles SMTP messages sent to the contacts that are not associated with a VPIM location according to the option selected for the System Settings > General Configuration > When a Recipient Cannot Be Found setting. Note For example, when Robin Smith, whose email client is configured to access Unity Connection with the email address robin.smith@example.com, records a voice message in ViewMail for Outlook and sends it to chris.jones@example.com, Unity Connection searches the list of SMTP proxy addresses for robin.smith@example.com and chris.jones@example.com. If these addresses are defined as SMTP proxy addresses for the Unity Connection users Robin Smith and Chris Jones respectively, Unity Connection delivers the message as a voice message from Robin Smith to Chris Jones. Step 1 In Cisco Unity Connection Administration, expand Contacts and select Contacts. The Search Contacts page appears displaying the currently configured contacts. Step 2 Configure SMTP proxy addresses for contacts (For more information on each field, see Help> This Page): • To add SMTP proxy address for a contact: On the Search Contact page, select the contact that you want to edit. On the Edit Contact Basics page, select Edit> SMTP Proxy Address. On the SMTP Proxy Addresses page, select Add New. Enter the SMTP proxy address and select Save. • To add SMTP proxy addresses for multiple contacts: On the Search Contact page, select the contacts that you want to edit and then select Bulk Edit. On the Edit Contact Basics page, select Edit> SMTP Proxy Address. Enter the SMTP proxy addresses and select Submit. System Administration Guide 54 Contacts Alternate Names

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C H A P T E R 6 System Distribution List • Introduction, on page 55 • Default System Distribution Lists, on page 55 • Configuring System Distribution Lists, on page 56 • Adding or Removing Distribution List Members, on page 57 • Using Advanced Settings to Enable System Distribution List Access Lists, on page 58 • Enabling Users to Send Messages to a System Distribution List, on page 59 Introduction System distribution lists enables the users to send or forward voice messages to a group of Cisco Unity Connection users for example, employees of a team who need the same information on a regular basis can be members of a system distribution list. Distribution List can include users, user templates, contacts, contact templates and distribution lists as members of another distribution list. Consider an organization with three departments; sales, marketing and admin. Each departments have individual distribution lists, as Sales DL, Marketing DL, and Admin DL. Also, an organization level distribution list, Company DL has been created. Sales DL, Marketing DL, and Admin DL are the members of Company DL. To send a message to all the members of sales team, an authorized user forwards a voice message to Sales DL. In order to send a message to all the employees of an organization, a user can either send the message to all three distribution lists or to the Company DL. Default System Distribution Lists You can create your own system distribution lists from the default ones included in Unity Connection. Default System Distribution Lists in Unity Connection System Administration Guide 55

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Users that are the members of the Undeliverable Messages list receive either of the following: • Messages left by outside callers for recipients with mailboxes that cannot be located or have deleted, or • Non-delivery receipts (NDRs) that cannot be delivered to the original sender of a message. By default, the UndeliverableMessagesMailbox user is the only member of the Undeliverable Messages distribution list. You should add a user to the list to monitor and re-route any messages, if required. Undeliverable Messages All the users with mailboxes and the user templates assigned to the voicemail users are automatically added to the All Voicemail Users list. When the voicemail users or voicemail user templates are deleted, they are automatically removed from this list. The default users, such as operator and messaging system are not the members of this list. Note All Voice Mail Users By default, the All Voicemail-Enabled Contacts list has no members. You can add all the VPIM contacts as members of this list to address messages to all the users of the entire group. You can also add contact templates that are used to create VPIM contacts to this list. Adding contact templates ensure that the VPIM contacts further created are automatically added as members of this list. For information on VPIM, see the Networking, on page 121 chapter. Note All Voicemail Enabled Contacts Configuring System Distribution Lists This section includes information on creating a system distribution list in Unity Connection, defining the settings for the system distribution list, and adding alternate names of the distribution lists. You can also specify alternate names for the distribution lists if you want to use the voice recognition feature. The users say the display name using voice commands to address a message to the distribution list over the phone. For example, the distribution list name for the Technical Support department is IT. You would add the pronunciation spelling “Eye Tea” as an alternate name. You can also add “Help Desk” as an alternate name. You can manage the distribution lists using the Bulk Administration Tool. For more information, see the Bulk Administration Tool, on page 248 section. Note System Administration Guide 56 System Distribution List Configuring System Distribution Lists

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The Distribution List Builder tool can be used to add multiple users to a new or existing system distribution list based on a number of search criteria or by importing from a comma-separated value (CSV) file. Download the latest version, and view training videos and Help at http://www.ciscounitytools.com/Applications/CxN/PublicDistributionListBuilder/PublicDistributionListBuilder.html. Tip Step 1 In Cisco Unity Connection Administration, expand Distribution Lists and select System Distribution Lists. The Search Distribution Lists page appears displaying the currently configured distribution lists. Step 2 Configure system distribution list (For more information on each field, see Help> This Page): • To add a new distribution list, do the following steps: On the Search Distribution Lists page, select Add New. On the New Distribution List page, enter the values of the required fields and select Save. On the Edit Distribution List Basics page, select Edit> Alternate Name. On the Edit Alternate Names page, add a new alternate name in the Display Name field and select Add New. When you have finished adding new alternate names, select Save. • To edit an existing distribution list, do the following steps: On the Search Distribution Lists page, select the distribution list that you want to edit. On the Edit Distribution List Basics page, change the values of the required fields and select Save. On the Edit Distribution List Basics page, select Edit> Alternate Name. On the Edit Alternate Names page, change the display name and select Save. • To edit more than one distribution lists, do the following steps: On the Search Distribution Lists page, check the check boxes for the distribution lists that you want to edit and select Bulk Edit. On the Edit Distribution List Basics page, change the values of the required fields and select Save. • To delete one or more distribution lists, do the following steps: On the Search Distribution Lists page, check the check boxes for the distribution lists that you want to delete and select Delete Selected. Select OK to confirm deletion. Adding or Removing Distribution List Members You can add users, user templates, and other distribution lists as members of a distribution list. You can also add contacts and contact templates to the All Voicemail-Enabled Contacts distribution list. When you delete any of the components, such as user or user template, Unity Connection automatically removes it from the associated distribution list. System Administration Guide 57 System Distribution List Adding or Removing Distribution List Members

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Step 1 In Cisco Unity Connection Administration, expand Distribution Lists and select System Distribution Lists. The Search Distribution Lists page appears displaying the currently configured distribution lists. Step 2 On the Search Distribution Lists page, select the distribution list to which you want to add or remove the distribution list members. Step 3 On the Edit Distribution List Basics page, select Edit> Distribution List Members. Step 4 Add or remove the distribution list members (For more information on each field, see Help> This Page): • To add a distribution list member, select either of the following: • Add User • Add User Template • Add Distribution List • Add Contact (All Voicemail-Enabled Contacts list only) • Add Contact Template (All Voicemail-Enabled Contacts list only) • Check the check boxes of the components that you want to add as distribution list members and select Add Selected. • To remove one or more distribution list members from the list, on the Distribution List Members page, check the check boxes to select the components that you want to remove from the list and then select Remove Selected. Using Advanced Settings to Enable System Distribution List Access Lists To control which users have access to a distribution list you can also create partitions and search spaces to manage the users that can send messages to a system distribution list. However, when you have a large number of lists, the search space approach may not scale well and you may reach the limit on the number of partitions and search spaces that you can create on the server. As an alternative approach, you can configure advanced settings that allow you to set up individual access lists for each system distribution list that you want to manage. A system distribution access list specifies the particular users who can send messages to a distribution list. If you want to set up an access list for a distribution list with alias allvoicemailusers you enable and create a system distribution access list with the same alias and a suffix you specified like “allvoicemailusers-accesslist”. The second distribution list is created with the alias allvoicemailusers-accesslist. You can add the users or contacts, who need to be able to send messages to allvoicemailusers distribution list, as members of the access list. Only a Unity Connection user can be added as a member of system distribution list access list. Note System Administration Guide 58 System Distribution List Using Advanced Settings to Enable System Distribution List Access Lists

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Do the following tasks to set up system distribution list access lists: 1. Configure the advanced settings that enable and control the access lists by performing the steps in the Enable and Configure System Distribution List Access List, on page 59 section. If you are using digital networking to connect multiple Unity Connection servers, you need to enable and configure distribution list access list on all of the servers. In a digital network, the values for the advanced settings that enable and control access lists must be configured identically on each location in the network in order for access lists to function properly. 2. For each system distribution list that you want to control with an access list, create a new system distribution list. With an alias consisting the alias of original list plus a suffix defined in the System Distribution List Alias Suffix for Access Lists field. For more information, see the Configuring System Distribution Lists, on page 56 section. Enable and Configure System Distribution List Access List Step 1 In Cisco Unity Connection Administration, expand System Settings > Advanced and select Messaging. Step 2 Check the Use Access Lists to Control Who Can Send to System Distribution Lists check box. Step 3 Check the Allow Delivery of Messages to System Distribution Lists That Have No Access List check box. Uncheck this check box to reject all messages sent to system distribution lists that do not have an access list, and send a Non-Delivery Receipt (NDR) to the message sender. Note Step 4 Specify the suffix that is used to distinguish access lists in the System Distribution List Alias Suffix for Access Lists field and select Save. Enabling Users to Send Messages to a System Distribution List The users must be configured to send messages to a distribution list. The default settings in class of service allow the user to send messages to distribution lists. Step 1 In Cisco Unity Connection Administration, expand Class of Service and select Class of Service. The Search Class of Service page appears displaying the currently configured classes of services. Step 2 On the Search Class of Service page, select the class of service applied to the voicemail users. Step 3 On the Edit Class of Service page, in the Message Options section, check the Allow Users to Send Messages to System Distribution Lists check box and select Save. System Administration Guide 59 System Distribution List Enable and Configure System Distribution List Access List

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C H A P T E R 7 Telephony Integration • • Introduction, on page 61 • Phone System, on page 62 • Port, on page 64 • Port Group, on page 66 • Trunk, on page 71 • Speech Connect Port, on page 72 • Audio and Video Format Using Phone, on page 73 • Security, on page 75 • IPv6 in Unity Connection (Cisco Unified Communications Manager Integrations Only), on page 77 Introduction Telephony Integration is a process that enables the communication between Cisco Unity Connection and the phone system, providing access to various features such as: • Calls to a user extension that does not answer are forwarded to the personal greeting of the user. • Messages left for a user activate the message waiting indicator (MWI) on the extension. • A user has easy access to messages by pressing a button on the phone and entering a password. • Calls to a user extension that is busy are forwarded to the busy greeting of the user. • Unity Connection receives caller ID information from the phone system (if available). • Unity Connection identifies the user who leaves a message during a forwarded internal call, based on the extension from which the call originated. To know more about integrating Unity Connection with phone system, see the “Integrating Cisco Unity Connection with the Phone System” chapter of Design Guide for Cisco Unity Connection, Release 15, available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/design/guide/b_15cucdg.html After understanding how the Unity Connection integrates with a phone system, you need to configure and edit the settings for phone system, ports, port group, trunk, and security in Unity Connection. System Administration Guide 61

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Phone System Cisco Unity Connection Administration identify multiple phone systems that integrate Unity Connection with Cisco Unified Communications Manager. For a matrix of supported combinations, see the Multiple Phone System Integration Guide for Cisco Unity Connection at http://www.cisco.com/en/US/products/ps6509/products_installation_and_configuration_guides_list.html. A phone system has one or more port groups that further have voice messaging ports. Cisco Business Edition does not support adding or deleting phone system integrations. Note Configuring Phone System Integration The settings for a phone system can be modified after it is integrated with Unity Connection. The phone system settings identify the phone system with which Unity Connection integrates and regulate certain phone system features. (Integration configuration settings are located in the port groups that belong to the phone system.) You can delete a phone system if it is no longer used by Unity Connection. Before a phone system is deleted, make sure to delete or reassign all of the following objects that are associated with the phone system to another phone system: • All users (including MWI devices and notification devices) • All user templates • All systems • All call handler templates Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations and select Phone System. The Search Phone System page displays the currently configured phone system integrations. The port count is zero for the newly configured phone systems. After adding ports to the specific phone system, the port count shows the number of available voice ports. Note Step 2 Configure a phone system (For more information on each field, see Help> This Page): • To create a new phone system, select Add New. On the New Phone System page, enter the values of the required fields and select Save. • To edit a phone system, select the phone system. On the Phone System Basics page, select Edit and change any of the following settings: • Phone System Basics. See Phone System Basics, on page 63. • Cisco Unified Communications Manager AXL Servers. See Cisco Unified Communications Manager AXL Servers, on page 63. • Phone System Associations. See Phone System Associations, on page 64. After editing the settings, select Save. System Administration Guide 62 Telephony Integration Phone System

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• To delete a phone system, check the check box adjacent to the display name of the phone system that you want to delete. Select Delete Selected and OK to confirm deletion. Phone System Settings Phone System Basics • If you created the phone system integration to use the same voice messaging port to turn on and off an MWI the Use Same Port for Enabling and Disabling MWIs check box is checked. You can disable this configuration without leaving MWIs on when there are no voice messages for the user by un checking the Use Same Port for Enabling and Disabling MWIs and Force All MWIs Off for This Phone System check boxes. • If you want to synchronize all the MWIs for a phone system without affecting MWIs on other phone systems, select Run in front of Synchronize All MWIs on This Phone System option. • If you want to change the call loop detection settings to enable or disable the types of calls that are checked, set the applicable settings in Call Loop Detection Using DTMF and select Save. Call loop occurs when the forwarded Unity Connection calls (for example, to notify a user that a message has been received) sometimes return back to Unity Connection. Note Cisco Unified Communications Manager AXL Servers AXL servers are supported only for Cisco Unified CM phone systems and are needed when Unity Connection must have access to the Cisco Unified CM database for: • Importing Cisco Unified CM users (In a Unity Connection cluster configuration, you must be signed in to the publisher server to import Cisco Unified CM user data). • Changing certain phone settings for users of Unity Connection personal call transfer rules. Cisco Unified Communications Manager Cisco Unity Connection 11.x 10.x 9.x 8.x version No Yes Yes Yes 8.x No Yes Yes Yes 9.x1 No Yes Yes Yes 10.x Yes Yes Yes Yes 11.x 1 Unity Connection 9.1(2) SU4 and later supports all the versions of Cisco Unified CM for AXL server integration. System Administration Guide 63 Telephony Integration Phone System Settings

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AXL servers are not supported for Cisco Unified Communications Manager Express integrations or Cisco Business Edition. Note Configuring an AXL Server in Unity Connection Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations and select Phone System . On the Phone Systems Basics page of the selected Cisco Unified CM phone system, in the Edit menu, select Cisco Unified Communications Manager AXL Servers. Step 2 Configure an AXL server (For more information on each field, see Help> This Page): • To add an AXL server: On the Edit AXL Servers page, in the AXL Servers field, select Add New. Enter the values of the required fields and select Save. Make sure that the username entered on Edit AXL Server page must match the username of a Cisco Unified CM application user who is assigned to the "Standard AXL API Access" role. Also, the password must match the password of the Cisco Unified CM application username. Note • To add a corresponding application server in Cisco Unified CM: a. Sign in to Cisco Unified CM Administration, expand System and select Application Server. b. On the Find and List Application Servers page, select Find to display all application servers . c. In the Name column, select the name of the Unity Connection server. d. On the Application Server Configuration page, in the Available Application User field, select the Cisco Unified CM application user and move it to the Selected Application User field. Select Save. • To edit an AXL server integration: On the Edit AXL Servers page, select the AXL server that you want to edit. Enter the values of the required fields and select Save. • To delete an AXL server: On the Edit AXL Servers page, in AXL Servers field, check the check box next to the AXL server that you want to delete. Select Delete Selected and OK to confirm deletion . Phone System Associations You can view the list of all Unity Connection users associated with the phone system by selecting the Phone System Associations option on the Edit menu of Phone System Basics page. Port The voice messaging ports allow Unity Connection to receive calls (for example, to record a message) and make calls (for example to send message notifications or to set MWIs). System Administration Guide 64 Telephony Integration Configuring an AXL Server in Unity Connection

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Each voice messaging port belongs to only one port group. Port groups have their own voice messaging ports. Ports are no longer licensed in the Unity Connection server. The ports are now configurable as per the hardware of the server deployed for installing Unity Connection. Note Configuring Ports Voice messaging ports provide the connections for calls between Unity Connection and the phone system. You can add voice messaging ports after the phone system has been created. Cisco Business Edition only: Before you add ports, you must have existing voice messaging ports in Cisco Unified CM Administration that do not belong to a port group. This section includes information on configuring a port group for Unity Connection, define the settings for the ports, and save them. Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations and select Port. The Search Ports page displays the currently configured ports. Step 2 Configure ports (For more information on each field, see Help> This Page): • To add a port: On the Search Ports page, select Add New. On the New Port page, enter the values of the required settings and select Save. In Cisco Unity Connection Administration, in the Related Links list, select Check Telephony Configuration, and select Go to confirm the phone system integration settings. If the test is not successful, the Task Execution Results list displays one or more messages with troubleshooting steps. After correcting the problems, check the configuration again. Verify that there are appropriate number of ports set to answer calls and an appropriate number of ports are set to dial out otherwise the integration may not function correctly. See the “Usage of Voicemail Ports in Cisco Unity Connection” section of the applicable Cisco Unity Connection integration guide at http://www.cisco.com/en/US/products/ps6509/products_installation_and_configuration_guides_list.html. • To edit an existing port: On the Search Ports page, select a port that you want to edit. On the Port Basics page, enter the values of the required fields and select Save. • To delete one or more ports: On the Search Ports page, check the check box next to the voice messaging ports that you want to delete. Select Delete Selected and OK to confirm deletion. System Administration Guide 65 Telephony Integration Configuring Ports

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Viewing the Port Certificate Port certificates for voice messaging ports are used only by SCCP integrations with Cisco Unified Communications Manager 6.x and later and are required for authentication of the Unity Connection voice messaging ports. You can view the port certificate that helps in troubleshooting authentication and encryption problems. Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations and select Port. Step 2 On the Search Ports page, select the display name of the voice messaging port for which you want to see the device certificate. Step 3 On the Port Basics page, select View Certificate. Step 4 In the View Port Certificate window, the information from the port device certificate is displayed. Port Group Port Groups are assigned voice messaging ports that define Unity Connection integration configuration settings. Most of the phone system integrations need only one port group. However, you may need multiple port groups in the following scenarios: • For integration with phone systems through PIMG/TIMG units, each PIMG/TIMG unit is connected to one port group with the applicable voice messaging ports. For example, a system that uses five PIMG units requires five port groups, one port group for each PIMG unit. • For integrations with other phone systems, an additional port group with its own voice messaging ports may be used for testing a new configuration or for troubleshooting. Cisco Business Edition only: Before you can add a port group, you must have the existing voice messaging ports in Cisco Unified CM Administration, which do not belong to a port group. You can create a maximum of 90 port groups if you are using only TUI (touchtone conversation) and VUI (voice-recognition) features of Unity Connection. However, if you are using all the features of Unity Connection, you are allowed to create a maximum of 60 port groups. Note You can change the settings of a port group, which affects only the voice messaging ports of that port group. When you delete a port group, any voice messaging port belonging to that port group are deleted at the same time. However, the phone system to which the port group belongs is not deleted. Configuring Port Group This section includes information on configuring a port group for Unity Connection, define the settings of the port group, and save them. Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations and select Port Group. System Administration Guide 66 Telephony Integration Viewing the Port Certificate

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The Search Port Groups page displays the currently configured port groups. Step 2 Configure port groups (For more information on each field, see Help> This Page): • To add a port group: On the Search Port Groups page, select Add New. On the New Port Group page, enter the values of the required fields and select Save. • To edit a port group: On the Search Port Groups page, select the port group name that you want to edit. On the Port Group Basics page, select Edit and change any of the following settings: • Port Group Basics. For information, see Phone System Basics, on page 63. • Servers. For information, see Servers, on page 68. • Advanced Settings. For information, see Advanced Settings, on page 70. • Codec Advertising. For information, see Codec Advertising, on page 71. Select Save after editing the settings. • To delete a port group: On the Search Port Groups page, check the check box next to the port group name of the port groups that you want to delete. Select Delete Selected and OK to confirm deletion. Port Group Settings You can change the settings of a port group after it has been added. Changes to the settings affect only the voice messaging ports that belong to the port group. Port Group Basics Message Waiting Indicators (MWI) An MWI is a flashing LCD panel or special dial tone on user phones, which allows the user to know that a voice message is waiting. The type of indicator depends on the phone system and the user phones. Phone systems that support message counts may also display the number of messages that the user has. To change the MWI settings, on the Port Group Basics page of a selected port group, change the applicable settings in Message Waiting Indicator Settings and select Save. Session Initiation Protocol (SIP) Settings You can change the SIP settings after the phone system integration has been created. Cisco Business Edition does not support phone system integrations that use SIP. Note System Administration Guide 67 Telephony Integration Port Group Settings

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To change the SIP settings, on the Port Group Basics page of a selected port group, change the applicable settings in Session Initiation Protocol (SIP) Settings and select Save. Servers Cisco Unified Communications Manager Servers For Cisco Unified Communications Manager integrations, Related Links helps you to integrate with one Cisco Unified CM server only. The secondary Cisco Unified CM server in the cluster must be added after the integration is completed. You can change the Cisco Unified CM server settings after the server has been added. You can delete a Cisco Unified Communications Manager server when it is no longer used by the phone system integration. If you want to move a Cisco Unified CM server to another port group, you must delete the Cisco Unified CM server from one port group and add it to the second port group. Cisco Business Edition does not support adding or deleting secondary Cisco Unified CM servers. Note Configuring Cisco Unified Communications Manager Server Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations and select Port Group. The Search Port Groups page displays the currently configured Cisco Unified CM servers. On the Port Group Basics page of a selected port group, select Edit and select Servers. Step 2 Configure a Cisco Unified Communications Manager Server (For information on each field, see Help> This Page): • To add a secondary Cisco Unified CM server, on the Edit Servers page, in the Cisco Unified Communications Manager Servers list, select Add. Enter the values of the required fields and select Save. • To edit a Cisco Unified CM server, on the Edit Servers page, in Cisco Unified Communications Manager Servers, enter the values of the required fields and select Save. • To delete a Cisco Unified CM server, in Cisco Unified Communications Manager Servers, check the check box next to the Cisco Unified CM servers that you want to delete. Select Delete Selected and OK to confirm the deletion. TFTP Servers For Cisco Unified Communications Manager integrations, TFTP servers are required only when the Cisco Unified CM cluster uses authentication and encryption for the Unity Connection voice messaging ports. You must add a TFTP server after you create the Cisco Unified CM phone system integration. You can change the TFTP server settings after the server has been added. You can also delete a TFTP server when it is no longer used by the port group. Configuring a TFTP Server in Unity Connection 1. System Administration Guide 68 Telephony Integration Servers

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Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations and select Port Group. The Search Port Groups page displays the currently configured TFTP servers.On the Port Group Basics page of a selected port group, select Edit> Servers. Step 2 Configure a TFTP server (For more information on each field, see Help> This Page): • To add a TFTP server: On the Edit Servers page, in the TFTP Servers field, select Add. Enter the values of the required fields and select Save. • To edit a TFTP server: On the Edit Servers page, in TFTP Servers, enter the values of the required fields and select Save. • To delete a TFTP server: • On the Edit Servers page, in TFTP Servers, check the checkbox next to the TFTP server that you want to delete. • Select Delete Selected and OK to confirm the deletion. SIP Server For a phone system integration with Cisco Unified Communications Manager through a SIP trunk or with another SIP server, you can add SIP server after the phone system has been created. You can change the SIP server settings after the server has been added. A SIP server can be deleted if it is no longer used by a port group. Cisco Business Edition does not support SIP servers. Note Configuring a SIP Server Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations and select Port Group. The Search Port Groups page displays the currently configured SIP servers.On the Port Group Basics page of a selected port group, select Edit and then select Servers. Step 2 Configure a SIP server (For more information on each field, see Help> This Page): • To add a SIP server: a. On the Edit Servers page, in the SIP Servers field, select Add. b. Enter the values of the required fields and select Save. • To edit a SIP server: a. On the Edit Servers page, in the SIP Servers field, select the SIP server you want to edit. b. Change the values of the required fields and select Save. • To delete a SIP server: System Administration Guide 69 Telephony Integration SIP Server

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a. On the Edit Servers page, in the SIP Servers field, check the check box next to the SIP server that you want to delete. b. Select Delete Selected and OK to confirm deletion. PIMG/TIMG Units If the phone systems are integrated through PIMG/TIMG units, each PIMG/TIMG unit is created in a separate port group. You can add, change, or delete PIMG/TIMG units after the phone system integration has been created. In Unity Connection, integration with multiple phone systems is supported only with Cisco Business Edition 6000/7000. Note Configuring PIMG/TIMG Units Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations and select Port Group. The Search Port Groups page displays the currently configured PIMG/ TIMG units. Step 2 Configure a PIMG/TIMG unit (For more information on each field, see Help> This Page): • To add a PIMG/TIMG unit, in Port Group Search Results, select Add New. On the New Port Group page, in the Phone System field, select the phone system for which you want to add a PIMG/TIMG unit. Enter the applicable settings and select Save. • To edit a PIMG/TIMG unit, select the display name of the port group for which you want to change PIMG/TIMG settings. On the Port Group Basics page, in PIMG Settings, enter the applicable settings and select Save. • To delete a PIMG/TMG unit, in Port Group Search Results, check the check box next to the port group for the PIMG/TIMG unit that you want to delete. Select Delete Selected and then select OK to confirm deletion. Advanced Settings The port group advanced settings control the settings that are not often used, such as delays and MWI usage. Do not change the default values of port group advanced settings. Normalization controls automatic volume adjustments for recording messages. For enabling or disabling normalization, make sure to leave normalization enabled and do not change the value of the Target Decibel Level for Recordings and Messages field in System Settings > General Configuration. System Administration Guide 70 Telephony Integration PIMG/TIMG Units

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Editing Port Group Advanced Settings Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, and then select Port Group. On the Search Port Groups page, select the display name of the port group for which you want to change the advanced settings. Step 2 On the Port Group Basics page, on the Edit menu, select Advanced Settings and do the following: • To edit a port group, change the applicable settings in Port Group Advanced Settings and select Save. • To enable or disable normalization, change the applicable settings in Audio Normalization for Recordings and Messages and select Save. Codec Advertising For calls, Unity Connection advertises the audio or video format (or codec) that is preferred for the media stream with the phone system. For the following reasons, Unity Connection should use the same audio or video format for the media stream that the phone system uses: • To reduce the need for transcoding the media stream from one audio or video format to another. • To minimize the performance impact on the Unity Connection server and on the phone system. • To preserve the audio or video quality of calls. When Unity Connection advertises a different audio or video format other than the one used by the phone system, the phone system transcodes the media stream. Changing the Audio or Video Format Used for Calls Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, and then select Port Group. Step 2 On the Search Port Groups page, select the port group that belongs to the phone system integration for which you want to change the audio or video format of the media stream. Step 3 On the Port Group Basics page, select Edit, and then select Codec Advertising. Step 4 On the Edit Codec Advertising page, select the Up and Down arrows to move the codec between the Advertised Codec box and the Unadvertised Codecs box, and then select Save. Step 5 (Only SIP integrations) If you want to change the packet size that is used by the advertised codecs, select the applicable packet setting for each codec in the Packet Size list, and then select Save. Trunk When multiple phone systems are integrated with Cisco Unity Connection, you can configure a phone system trunk so that calls on one phone system can be transferred to extensions on another phone system. Phone system trunks are accessed by dialing extra digits (for example, dialing 9) before dialing the extension. System Administration Guide 71 Telephony Integration Editing Port Group Advanced Settings

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Cisco Business Edition does not support phone system trunks. Note Configuring Trunk If another phone system integration exists, you can add a phone system trunk to provide access of calls from one phone system to extensions on the other phone system. You can add phone system trunks after the phone system integration has been created. Phone system trunk settings cannot be changed. However, you can delete the phone system trunk that you want to change and add a new phone system trunk with the settings that you want. A phone system trunk can be deleted when it is no longer used by a phone system integration. Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, and then select Trunk. The Search Phone System Trunks page displays the currently configured phone system trunks. Step 2 Configure a phone system trunk (For information on each field, see Help> This Page): a) To add a new phone system trunk, in Phone System Trunk Search Results, select Add New. On the New Phone System Trunk page, enter the applicable settings and select Save. b) To delete a phone system trunk, in Phone System Trunk Search Results, check the check box next to the phone system trunk that you want to delete. Select Delete Selected. Select OK to confirm deletion. Speech Connect Port Speech Connect uses voice-enabled directory handlers that allow both the employees and outside callers to speak the name of an employee and instantly get connected, without navigating to an audio-text tree, and without knowing the extension of the employee. For easy access, you can configure a Speech Connect speed dial on user phones. Speech Connect port can be configured as per the hardware profile of the virtual machine deployed for installing Unity Connection. By default Unity Connection provide two system generated Speech Connect ports. These ports are not mapped to actual licenses. To use Speech Connect Port functionality properly, you must install proper licenses on Prime License Manager. For more information on the Licenses, see "Managing Licenses" chapter of the Install, Upgrade, and Maintenance Guide for Cisco Unity Connection Release 15https://www.cisco.com/c/en/us/td/ docs/voice_ip_comm/connection/15/install_upgrade/guide/b_15cuciumg.html available at Note Configuring a Speech Connect Port Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, and then select Speech Connect Port. System Administration Guide 72 Telephony Integration Configuring Trunk

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The Speech Connect Port Configuration page displays the currently configured speech connect ports. Step 2 In New Speech Connect Port, select the Unity Connection server from the Server drop down list and in the Number of Ports field, enter the number of Speech Connect ports that you want to configure. Step 3 Select Save. Audio and Video Format Using Phone Cisco Unity Connection advertises the audio format (or codec) that is preferred for the media stream with the phone system. Consider the following when setting the audio format: • When Unity Connection advertises a different audio format than the one used by the phone system, the phone system transcodes the media stream. • Unity Connection should use the same audio format for the media stream that the phone system uses for the following reasons: • To reduce the need for transcoding the media stream from one audio format to another. • To minimize the performance impact on the Unity Connection server and on the phone system. • To preserve the audio quality of the calls. For more information on audio format codecs, see the “Audio Codecs” section in the “Sizing and Scaling Cisco Unity Connection Servers” chapter of the Design Guide for Cisco Unity Connection available at, https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/design/guide/b_15cucdg.html. Configuring the Audio and Video Format Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations, and then select Port Group. Step 2 On the Search Port Groups page, select the port group that belongs to the phone system integration for which you want to change the audio format of the media stream. Step 3 On the Port Group Basics page, on the Edit menu, select Codec Advertising. Step 4 On the Edit Codec Advertising page, select the Up and Down arrows to change the order of the codecs or to move codecs between the Advertised Codec box and the Unadvertised Codecs box. If only one codec is in the Advertised Codecs box, Cisco Unity Connection sends the media stream in that audio format. The phone system transcodes if it does not use this audio format. If two or more codecs are in the Advertised Codecs box, Unity Connection advertises its preference for the first codec in the list. It sends the media stream in the audio format from the list that the phone system selects. Step 5 Select Save. Step 6 (All integrations except SCCP) If you want to change the packet size that is used by the advertised codecs, on the Port Group Basics page, under Advertised Codec Settings, select the applicable packet setting for each codec in the Packet Size list, and select Save. System Administration Guide 73 Telephony Integration Audio and Video Format Using Phone

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Step 7 (Only SIP integrations) If you want to change the packet size that is used by the advertised codecs, on the Port Group Basics page, under Advertised Codec Settings, select the applicable packet setting for each codec in the Packet Size list, and select Save. For both the audio and video calls, change the packet size for the codecs G711, G729, and G722 in Cisco Unified Communications Manager and the remaining codecs is changed in Cisco Unity Connection Administration. In SIP integration, you can also send comfort noise packets through telephony. For information on how to send comfort noise packets, see Configuring Unity Connection to Send Comfort Noise Packets every second during Record section. Note Step 8 On the Port Group menu, select Search Port Groups. Step 9 Repeat Step 2 through Step 8 for all remaining port groups that belong to the phone system integration for which you want to change the audio format of the media stream. Configuring Unity Connection to Send Comfort Noise Packets every second during Record In SIP integration, you can configure Unity Connection to send comfort noise packets through telephony interface. Do the following procedure for configuring Unity Connection to send comfort noise packets: Step 1 In Cisco Unity Connection Administration, navigate System Settings > Advanced > Telephony. On the Telephony Configuration page, check the Vad Enabled check box. By default, VAD is enabled on the system. Note Step 2 Execute below CLI command: run cuc dbquery unitydirdb execute procedure csp_configurationmodify(pfullname='System.Mixer.EnableSendSIDPacketsDuringRecord',pvaluebool=1) Step 3 Restart Connection Mixer service for the changes to take effect. It is recommended to peform the given steps during off peak hours as it require restart of a "Connection Mixer" critical service. Caution • In case of a cluster, execute CLI command only on publisher server and make sure that database replication is working fine for the cluster. • Restart the Connection Mixer service on both the nodes. Note System Administration Guide 74 Telephony Integration Configuring Unity Connection to Send Comfort Noise Packets every second during Record

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Configuring Unity Connection to clean up Inactive Calls caused by Phone Inactivity Cisco Unity Connection can be configured to clean up the inactive call after five minutes of phone inactivity to conserve resources. Enabling this configuration helps prevent the ports from congestion by performing call cleanup for inactive and unresponsive endpoints. It also reduces the frequency of ICMP floods caused by such endpoints . Do the following procedure for configuring Unity Connection to activate this behavior : Step 1 The configuration is disabled by default. To enable it, execute the following CLI command : run cuc dbquery unitydirdb execute procedure csp_configurationmodify(pfullname='System.Mixer.EnableEpInactivityDetection',pvaluebool=1) Step 2 Restart the Connection Mixer service for the changes to take effect. It is recommended to perform the given steps during off hours as it require restart of a Connection Mixer service. Caution • In case of a cluster, execute CLI command only on publisher node and make sure that database replication is working fine for the cluster. • Restart the Connection Mixer service on both the nodes of cluster. Note Security Certificates and security profile can be managed when Cisco Unified Communications Manager authentication and encryption is configured for Unity Connection voice messaging ports. Viewing and Saving Unity Connection Root Certificate The root certificate is used by SCCP integrations with Cisco Unified Communications Manager 7.x and later and SIP trunk integrations with Cisco Unified CM 7.0 and later. It is required for authentication of the Unity Connection voice messaging ports. You can view the root certificate that helps in troubleshooting authentication and encryption problems. Viewing and Save the Unity Connection Root Certificate Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations > Security, and then select Root Certificate. Step 2 To view the root certificate, on the View Root Certificate page, the information from the root certificate is displayed. System Administration Guide 75 Telephony Integration Configuring Unity Connection to clean up Inactive Calls caused by Phone Inactivity

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Step 3 To save the root certificate as a file, on the View Root Certificate page, right-click the Right-Click to Save the Certificate as a File link, and select Save Target As. a) In the Save As dialog box, browse to the location where you want to save the Unity Connection root certificate as a file and in the File Name field, confirm that the extension is .pem (rather than .htm) for Cisco Unified CM 5.x or later. Select Save. The certificate must be saved as a file with the correct extension otherwise Cisco Unified CM does not recognize the certificate. Caution b) In the Download Complete dialog box, select Close. The Unity Connection root certificate file is ready to be copied to all Cisco Unified CM servers in this Cisco Unified CM phone system integration. For instructions, see the applicable Cisco Unified CM integration guide at http://www.cisco.com/en/US/products/ps6509/products_installation_and_configuration_guides_list.html. Configuring a SIP Security Profile (Cisco Unified Communications Manager SIP Trunk Integrations Only) The SIP security profile is used only by SIP trunk integrations with Cisco Unified CM 7.0 and later, and is required for authentication of the Unity Connection voice messaging ports. You can change a SIP security profile after it is created. You can delete a SIP security profile when the Cisco Unified CM server is no longer configured for authentication of the Unity Connection voice messaging ports. Adding a SIP Security Profile (Cisco Unified Communications Manager SIP Trunk Integrations Only Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations > Security, and then select SIP Security Profile. The Search SIP Security Profiles page displays the currently configured SIP security profiles. Step 2 Configure a SIP security profile (For information, see Help> This Page): • To add a SIP security profile: On the Search SIP Security Profiles page, select Add New. On the New SIP Security Profile page, in the Port field, enter the port number that the Cisco Unified CM server uses for SIP trunk authentication and encryption of the voice messaging ports. To encrypt the call signaling messages, check the Do TLS check box and select Save. • To edit a SIP security profile: On the Search SIP Security Profiles page, select the name of the SIP security profile that you want to edit. On the Edit SIP Security Profile page, enter the applicable settings and select Save. • To delete a SIP security profile: On the Search SIP Security Profiles page, check the check box next to the display name of the SIP security profile that you want to delete. System Administration Guide 76 Telephony Integration Configuring a SIP Security Profile (Cisco Unified Communications Manager SIP Trunk Integrations Only)

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Select Delete Selected and then select OK. IPv6 in Unity Connection (Cisco Unified Communications Manager Integrations Only) Unity Connection supports IPv6 addressing with Cisco Unified Communications Manager phone system integrations using SCCP or SIP: • IPv6 support is disabled by default. When you enable IPv6, you can configure Unity Connection to obtain an IPv6 address either through router advertisement, through DHCP, or by manually configuring an address. You can also configure the mode in which Unity Connection listens for incoming traffic—IPv4, IPv6, or both IPv4 and IPv6. • For SCCP integrations with Cisco Unified CM, if Unity Connection is configured to listen for the incoming IPv4 and IPv6 traffic, you can configure the addressing mode that Unity Connection uses for call control signaling for each port group to use either IPv4 or IPv6. (This mode is also used when connecting to a TFTP server.) • For SIP integrations with Cisco Unified CM, if Unity Connection is configured to listen for the incoming IPv4 and IPv6 traffic, you can configure the addressing mode that Unity Connection uses for call control signaling for each port group to use either IPv4 or IPv6. (This mode is also used when connecting to a TFTP server.) In addition, you can configure the addressing mode that Unity Connection uses for media for each port group to use either IPv4 or IPv6. For instructions on enabling and configuring IPv6 for an existing Cisco Unified CM integration, see the “Upgrading Cisco Unity Connection” chapter in Install, Upgrade, and Maintenance Guide for Cisco Unity Connection, Release 15, available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/ install_upgrade/guide/b_15cuciumg.html. For instructions on enabling and configuring IPv6 while setting up a new Cisco Unified CM integration, see the applicable Cisco Unified CM integration guide at http://www.cisco.com/en/US/products/ps6509/products_installation_and_configuration_guides_list.html. System Administration Guide 77 Telephony Integration IPv6 in Unity Connection (Cisco Unified Communications Manager Integrations Only)

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C H A P T E R 8 Call Management • • Call Management Elements, on page 79 • Call Management Plan, on page 80 • System Call Handlers, on page 81 • Directory Handlers, on page 87 • Interview Handlers, on page 89 • Dial Plan, on page 90 • Call Routing, on page 96 • Restriction Tables, on page 99 • Schedules, on page 103 • Holiday Schedules, on page 105 • Custom Recordings, on page 106 • Default Automated Attendant Behavior, on page 107 Call Management Elements Call Management in Cisco Unity Connection is combination of different call management elements that can be used to customize how your system handles the calls and collect input from callers. Unity Connection provides the following elements for managing incoming and outgoing calls: Usage Components Answer calls and take messages; provide menus of options (for example, “For customer service press 1, for sales press 2...”); route calls to the users and other call handlers; and play audiotext (prerecorded information). Call Handlers Provide access to a corporate directory by playing an audio list that users and outside callers use to reach a users and leave messages. Directory Handlers Collect information from callers by playing a series of questions and then recording the answers. Interview Handlers System Administration Guide 79

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Allow you to define how calls are initially routed, based on criteria such as the phone number of the caller and the schedule. When you have set up call handlers, interview handlers, directory handlers, and extensions for users, you can route the calls to the applicable person or handler by editing the call routing tables. Call Routing Tables Control outgoing calls by allowing you to specify the numbers that Unity Connection can dial for transferring calls, for notifying users of messages, and for delivering faxes. Restriction Tables Define business, nonbusiness, and holiday hours for the organization for the purpose of controlling which set of call routing rules, greetings, or transfer options is currently active. Schedules and Holidays All of these elements can be used as building blocks. You can use or customize the default objects in Unity Connection, or add new objects and combine them to create the caller experience. Call Management Plan Call management plan shows how the handlers connect to one another, include a menu of one-key dialing options and all possible navigation choices (such as reaching a call handler by dialing an extension or via a routing rule). You can also include the predefined Unity Connection call handlers in your plan. Creating a Call Management Plan When you have considered how your call management plan ought to work, you can create a sketch to connect the handlers. The figure below shows a sample call management map that makes use of the automated attendant. System Administration Guide 80 Call Management Call Management Plan

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Implementing a Call Management Plan After you map your plan, write detailed scripts for the greeting of each call handler that is used during the recording session. When you are ready to set up your system of call handlers, first create the call handlers to which the calls are routed. You select these “destination” call handlers when you create the call handlers that route calls to them. Before creating the call handlers, you also need to create accounts for the users to which call handlers transfer the calls. Using above figure as an example, you first create a user account for Kelly Bader, and the handlers for Place an Order, Order Status, and Job Listings. Then you create the handlers for the Order Department and Human Resources. In addition to mapping call handlers, you also need to plan call routing tables. The above figure, for example, all new call handlers are reached through the Opening Greeting. You can also assign extensions to some of your call handlers and to route incoming calls to those extensions using a call routing table. System Call Handlers Call handlers are used to answer calls, greet callers with recorded prompts and provide them with information and options, route calls, and take messages. You can use the predefined Unity Connection call handlers, or can create unlimited new call handlers. Each call handler that you add in Unity Connection is based on a template known as Call Handler Template. System Administration Guide 81 Call Management Implementing a Call Management Plan

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You may want to use call handlers in the following ways: • As an automated attendant—A call handler can be used in place of a human operator to answer and direct calls by playing greetings and responding to key presses. The automated attendant can provide a menu of options (for example, “For Sales, press 1; for Service, press 2; for our business hours, press 3.”). • To offer prerecorded audiotext—A call handler can be used to provide information that customers request frequently (for example, “Our normal business hours are Monday through Friday, 8 a.m. to 5 p.m.”), or to play a prerecorded message that all callers hear before they can interact with the system. • As a message recipient—A call handler can be used to take messages for the organization (for example, “All of our customer service representatives are busy. Please state your name, phone number, and account number, this returns your call as soon as possible.”). • To transfer calls—A call handler can be used to route callers to a user (for example, after hours, you could transfer calls that come to a technical support call handler directly to the mobile phone of the person who is on call), or to another call handler. Unity Connection supports 40,000 system call handlers. Note Call Handler Templates Each call handler that you add in Unity Connection is based on a template. Settings from the template are applied as when you create a call handler. Unity Connection includes predefined templates that you can edit. You can also create additional call handler templates. For each template, you should consider enabling the transfer, caller input, greetings, and message settings that is needed for the call handlers that you create. If you change settings on a call handler template, the new settings are in effect only for new call handlers that are created using that template. Note Deleting a call handler template does not affect any call handlers that were based on that template when they were created. Default Call Handler Templates Unity Connection has one default call handler template that has settings suitable for most call handlers. You can edit the default call handler template but cannot delete it. The settings on this template are suitable for most call handlers. System Call Handler Template Configuring Call Handler Templates This section includes information on configuring a call handler template for Unity Connection, defining the settings for the call handler template, and saving them. System Administration Guide 82 Call Management Call Handler Templates

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Step 1 In Cisco Unity Connection Administration, expand Templates > and select > Call Handler Templates. The Search Call Handler Templates page displays the currently configured call handler templates. Step 2 Configure a call handler template (For information on each field, see Help> This Page): • To add a call handler template, select Add New. The New Call Handler Template page appears. Enter the applicable settings and select Save. • To edit a call handler template, select the call handler template. On the Edit Call Handler Template Basics page, select the applicable settings from the Edit menu: • Call Handler Template Basics • Transfer Rules • Caller Input • Greetings • Post Greeting Recording • Message Settings • To delete a call handler template, do the following: In the Search Call Handler Templates page, select the call handler template that you want to delete. Select Delete Selected and then select OK to confirm deletion. Default System Call Handlers Unity Connection includes the following predefined call handlers that you can edit but not delete. You should at least edit the greetings for these call handlers. Note Acts as an automated attendant, playing the greeting that callers first hear when they call your organization, and performing the actions you specify. The Opening Greeting Call Routing rule transfers all incoming calls to the Opening Greeting call handler. By default, the Opening Greeting call handler allows callers to press * to reach the Sign-In conversation, or press # to reach the Operator call handler. Messages left in the Opening Greeting call handler are sent to the Undeliverable Messages distribution list. Opening Greeting System Administration Guide 83 Call Management Default System Call Handlers

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Calls are routed to this call handler when callers press “0” or do not press any key (the default setting). You can configure the Operator call handler so that callers can leave a message or can be transferred to a live operator. By default, the Operator call handler allows callers to press * to reach the Sign-In conversation, or press # to reach the Opening Greeting call handler. Messages left in the Operator call handler are sent to the mailbox for the Operator user. Operator Plays a short goodbye message and then hangs up if there is no caller input. By default, the Goodbye call handler allows callers to press * to reach the Sign-In conversation, or press # to reach the Opening Greeting call handler. If you change the After Greeting action from Hang Up to Take Message, messages left in the Goodbye call handler are sent to the Undeliverable Messages distribution list. Goodbye Configuring System Call Handlers This section includes information on configuring a system call handler for Unity Connection, define the settings for call handler and save them. Step 1 In Cisco Unity Connection Administration, expand Call Management and select System Call Handler. The Search Call Handlers page displays the currently configured call handlers. Step 2 Configure a system call handler (For information on each field, see Help > This Page): • To add a system call handler: On the Search Call Handlers page, select Add New. On the New Call Handler page, enter the applicable settings and select Save. • To edit a system call handler: On the Search Call Handlers page, select the call handler that you want to edit. To edit multiple system call handlers, check the applicable check boxes and select Bulk Edit. On the Edit Call Handler Basics page, select the Edit menu and then edit any of the following settings: • Call Handler Basics. • Transfer Rules. See Transfer Rules. • Caller Input. See Caller Input. • Greetings. See Greetings. • Post Greeting Recording. • Message Settings. See Message Settings. • Call Handler Owners. See Call Handler Owners. After editing the settings, select Save. System Administration Guide 84 Call Management Configuring System Call Handlers

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• To delete a system call handler: On the System Call Handlers page, select the system call handler to delete. Select Show Dependencies to search the database objects that have dependencies on the call handler you want to delete. From the dependencies search results, follow links to the affected objects and reassign the dependency to another call handler. Select Delete Selected. Call Handler Settings Transfer Rules The transfer rules for a system call handler specify how Unity Connection transfer the calls that reach the call handler from the automated attendant. When a call is transferred to the call handler, Unity Connection first checks the applicable transfer rule to determine where to transfer the call—either to the call handler greeting, or to an extension. You configure a transfer rule to transfer the call to the greeting if you want to provide the caller with a prerecorded menu of options or an informational message. Each call handler has three transfer rules that you can customize: • Standard: This is for standard hours • Closed: This is for closed (nonbusiness and holiday) hours of the active schedule • Alternate: This transfer rule when enabled, overrides the standard and closed transfer rules and is in effect at all times. Caller Input The caller input settings define actions that Unity Connection takes in response to phone keys pressed by callers during a call handler greeting. Using the settings on the Edit Greeting page for each individual greeting, you can specify whether the greeting allows caller input and whether callers can perform transfers. Greetings You can configure individual call handler greetings to allow callers to transfer to numbers that are not associated with Unity Connection users or call handlers while the greeting is playing. Each system call handler can have up to seven greetings. Note The default greetings are: Plays at all the times unless overridden by another greeting. You cannot disable the standard greeting. Standard Plays during the closed (nonbusiness) hours defined for the active schedule. A closed greeting overrides the standard greeting. Closed System Administration Guide 85 Call Management Call Handler Settings

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Plays during the specific dates and times specified in the schedule of holidays associated with the active schedule. A holiday greeting overrides the standard and closed greetings. Holiday Plays for internal callers only. It can provide information that only co-worker needs to know. An internal greeting overrides the standard, closed, and holiday greetings. Not all phone system integrations provide the support necessary for an internal greeting. Internal Plays when the extension is busy. A busy greeting overrides the standard, closed, internal, and holiday greetings. Not all phone system integrations provide the support necessary for a busy greeting. Busy Can be used for a variety of special situations, such as vacations or a leave. An alternate greeting overrides all other greetings. Alternate Plays if the caller enters invalid digits. This may happen if the digits do not match an extension, the extension is not found in the search scope, or the caller is otherwise restricted from dialing the digits. You cannot disable the error greeting. The system default error recording is, “I did not recognize that as a valid entry.” By default, after the error greeting plays, Unity Connection replays the greeting. Error Call handler greetings can be recorded in multiple languages when the language for the call handler is inherited from the caller. For example, if Unity Connection is configured to provide prompts in French and Spanish, it is possible to record the standard greeting in both languages so that Spanish- and French-speaking callers can hear the greeting in their own language. Note Message Settings The message settings specify who receives messages for the call handler, whether messages are marked for dispatch delivery, the maximum recording length for messages from outside callers, what callers can do when leaving messages, whether their messages are automatically marked secure, and what action to take next on a call after a message is left. Call Handler Owners Call handler owners select a different call handler greeting or record the call handler greetings from the System Call Handlers > Greetings page in Cisco Unity Connection Administration, or they can use the Cisco Unity Greetings Administrator to do so by phone. With Unity Connection 10.5 and later, both the users and distribution lists can be added as the call handler owners. However, only the local users (not the members of nested distribution lists) in a distribution list can added as call handler owners. Note System Administration Guide 86 Call Management Message Settings

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Directory Handlers Directory handlers are used to provide access to a corporate directory that callers can use to reach Unity Connection users with mailboxes. When a caller searches for a username or part of a name, a directory handler looks for the extension and routes the call to the appropriate user. Directory handlers do not have greetings so you should use call handlers to route callers to a directory handler. Then use the call handler greetings to explain caller the options for each directory handler. Each directory handler contains settings that specify how it searches for names, what it does when it finds one or more matches, and what it does when it detects no caller input. There are two types of directory handlers: Callers enter search information or extensions using the phone keypad. For this type of directory handler, you can specify how it searches for names, what it does when it finds one or more matches, and what it does when it detects no caller input. Phone Keypad Callers say the first name and last name of the Unity Connection user that they want to reach, or enter an extension by saying the individual digits in the extension. The voice directory handler can also include alternate names in searches. The voice-recognition option is required in order to create voice-enabled directory handlers. Users who are listed in the directory are available to outside callers but administrator-defined contacts are only available to users who are signed in to Unity Connection. User-defined contacts are only available to the Unity Connection users who defined them. For this type of directory handler, users cannot be accessed using directory handlers unless they have a display name specified and the List in Directory check box is checked for them on the User Basics page. Note Voice Enabled You can create both phone-keypad and voice-enabled directory handlers on the same system. Note Default Directory Handler Unity Connection includes one default directory handler that is System Directory Handler that you can edit but cannot delete. By default, this directory handler is configured to search all users who have mailboxes on the system, in last name, first name order. Callers use the phone keypad to interact with the default System Directory Handler. There is no default voice-enabled directory handler. By default, directory handler is accessed when callers press 4 during the Opening call handler greeting. System Administration Guide 87 Call Management Directory Handlers

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Configuring Directory Handlers This section includes information to configure a directory handler for Unity Connection, define the settings for the directory handler, and save them. Step 1 In Cisco Unity Connection Administration, expand Call Management and select Directory Handlers. The Search Directory Handlers page displays the currently configured directory handlers. Step 2 Configure a directory handler, (For information on each field, see Help> This Page): • To add a directory handler: On the Search Directory Handlers page, select Add New. On the New Directory Handler page, enter the applicable settings and select Save. • To edit a directory handler: On the Search Directory Handlers page, select the directory handler you want to edit. To edit multiple system directory handlers, check the applicable check boxes and select Bulk Edit. On the Edit Directory Handler Basics page, select the Edit menu and then select any of the following settings: • Directory Handler Basics • Caller Input • Greetings After editing the settings, select Save before leaving the page. • To delete a directory handler: On the Directory Handlers page, select the directory handler to delete. Select Show Dependencies to search the database objects that have dependencies on the directory handler you want to delete. From the dependencies search results, follow links to the affected objects and reassign the dependency to another directory handler. Select Delete Selected. Routing Calls to a Voice Directory Handler If you are setting up a voice directory handler, see the following task list for configuring Cisco Unified Communications Manager to route a phone number from Cisco Unified CM to the Unity Connection voice directory. Step 1 In Cisco Unified Communications Manager Administration, add the ports that you want to use for the voice-type directory handler to a new line group. Step 2 Add the line group to a new hunt list. Step 3 Add the hunt list to a new hunt pilot to which calls for the voice-type directory handler is routed. System Administration Guide 88 Call Management Configuring Directory Handlers

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Step 4 In Cisco Unity Connection Administration, configure the ports to route calls to the voice-type directory handler. Step 5 For details on configuring Cisco Unified CM, see the Cisco Unified CM documentation at http://www.cisco.com/en/US/products/sw/voicesw/ps556/tsd_products_support_series_home.html. Interview Handlers Interview handlers collects information from callers by playing a series of questions that you have recorded, and then recording the answers offered by callers. You can specify who receives the messages for the interview handler, whether the message is marked for dispatch delivery, the message is marked urgent, and what actions to take next on the call when a message is left. If an interview handler is referenced by other objects in Unity Connection (for example, a caller input key on a call handler sends calls to the interview handler), you are not allowed to delete the interview handler until you have changed the settings on the other objects to remove references of the interview handler that you want to delete. If you try and delete an interview handler without first changing settings on objects, the delete operation fails. If you delete an interview handler that was referenced by one or more call handlers, be sure to rerecord the call handler greetings so that callers hear the appropriate information about input options. With Cisco Unity Connection Release 14SU1 and later, the maximum recording time for one Interview Handler Question is 300 seconds. If you want to record Interview Handler Question of length more than 300 seconds, you should record multiple questions.The maximum number of questions that can be recorded on Unity Connection is 20. Note Configuring Interview Handlers To configure a interview handler for Unity Connection, define the settings for the interview handler and save them. Step 1 In Cisco Unity Connection Administration, expand Call Management and select Interview Handlers. The Search Interview Handlers page displays the currently configured interview handlers. Step 2 Configure an interview handler, (For information on each field, see Help> This Page): • To add an interview handler: On the Search Interview Handlers page, select Add New. On the New Interview Handler page, enter the applicable settings and select Save. System Administration Guide 89 Call Management Interview Handlers

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• To edit a directory handler: On the Search Interview Handlers page, select the interview handlers that you want to edit. To edit multiple system directory handlers, check the applicable check boxes and select Bulk Edit. Enter the applicable settings and select Save. • To delete an interview handler: On the Interview Handlers page, select the interview handler to delete. Select Show Dependencies to search the database objects that have dependencies on the interview handler you want to delete. From the dependencies search results, follow links to the affected objects and reassign the dependency to another interview handler. Select Delete Selected. Dial Plan Partitions and search spaces provide a way to segregate the global dial and message addressing space within Unity Connection. A partition comprises a logical grouping of objects that are identifiable by extension, name or SMTP address. A search space contains an ordered list of partitions. Default Partition and Search Space in Unity Connection When you install or upgrade to the Unity Connection server, all objects, such as users and user templates that belong to a partition are placed in a partition named <Server Name> Partition. Similarly, all objects that are configured to use search spaces use a search space named <Server Name> Search Space (which includes <Server Name> Partition as its sole member). In addition, all templates are configured to use this partition and search space where applicable. Thus, by default, Unity Connection uses only one server-wide partition and search space. You can rename or delete the default partition and search space and edit the default search space by changing the description or partition membership. Changing the system default partition and search space do not affect any objects or templates that have already been created. Note Changing the System Default Partition and Search Space Step 1 In Cisco Unity Connection Administration, expand System Settings and select General Configuration. Step 2 In the Edit General Configuration page, in the Default Partition field, select the name of the new default partition. Step 3 In the Default Search Scope field, select the name of the new default search space and select Save. System Administration Guide 90 Call Management Dial Plan

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Partitions In Unity Connection, you create partitions as a way to group together objects to which callers and users can address messages or place calls while interacting with Unity Connection. One or more partitions can be grouped together as members of a search space and a partition can be a member of more than one search space. The following types of objects belong to a partition: • Users with mailboxes (primary extension) • User alternate extensions • Contacts (including VPIM contacts) • System distribution lists • System call handlers • Directory handlers • Interview handlers • VPIM locations In addition, you can use user templates, contact templates, and system call handler templates to set the partition membership for new objects of similar types. Extensions must be unique within a partition, although partitions can contain objects that do not have an associated extension (for example, some contacts and system distribution lists). The names of objects do not have to be unique within a partition. Administrator-defined contact phone numbers also do not need to be unique within a partition. In general, objects can only be a member of a single partition, although a user can have a primary extension in one partition and an alternate extension in a different partition. If there are alternate names defined for the user, the alternate names are available in each partition where the user has an extension. When you change partition of an alternate extension in a bulk edit mode, the primary extension of the user is taken as an alternate extension. If primary extension already exist in the changed partition then it throws an error message with the duplicate extension. Note Configuring Partitions This section includes information on configuring a partition for Unity Connection, defining the settings and saving them. After creating a partition, you can assign various objects, such as users and user templates as partition members. Step 1 In Cisco Unity Connection Administration, expand Dial Plan > and select Partitions. Step 2 The Search Partitions page displays the currently configured partitions. Step 3 Configure partitions (For more information on each field, see Help> This Page): • To add a partition, select Add New. On the New Partition page, enter a name for the partition and select Save. System Administration Guide 91 Call Management Partitions

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The Edit Partition page appears, you can optionally add a description and select Save. You can change the name or description of a partition. To change the partition membership, you must edit the individual member objects. Note • To edit a partition, select the partition you want to edit. On the Edit Partition page, change the settings as applicable and select Save. • To delete a partition, check the check boxes next to the display name of the partitions that you want to delete. Select Delete Selected and OK to confirm deletion. You can delete a partition when the partition is empty (there are no objects that are members of the partition) and when the partition is not configured as the system default partition. If you attempt to delete a partition that is not empty, Unity Connection warns you that the partition is in use and does not allow the deletion. Note Search Spaces Search spaces are used to define the search scope of objects, such as users and distribution lists that a user or outside caller can reach while interacting with Unity Connection. For example, the search scope that is applied to a user identifies which users, distribution lists, or VPIM contacts the user can address messages to. The search scope that is applied to a user also identifies which users and contacts the user can call by name dialing when using the voice-recognition conversation. The following types of objects can use a search space for the search scope: • Users with mailboxes • Routing rules (both direct and forwarded) • System call handlers • Phone directory handlers • Voice-enabled directory handlers • VPIM locations In addition, you can use user templates, contact templates, and system call handler templates to set the search scope for new objects of similar types. A search space is comprised of one or more ordered partitions. When Unity Connection searches for an object on behalf of a caller, it searches the partitions in the order in which they are arranged in the search space. While extensions must be unique within a partition, they do not need to be unique within a search space, so you can use search spaces to handle dial plans that have overlapping extensions. For information on VPIM and networking concepts, see the Networking, on page 121 chapter. Search Space Example for Automated Attendant In an organization, you have installed a Unity Connection server that is setup as an automated attendant to handle the calls for customer service department and take voice messages for users. All the employees of the System Administration Guide 92 Call Management Search Spaces

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organization have a primary extension in Employee partition and the employees of customer service department have alternate extensions in Customer Service partition. The Unity Connection server is configured with the following search spaces and associated partition membership: Partition Membership (in Order) Search Space Employee, Customer Service Employees search space Customer Service Customer Service search space In addition, two routing rules are configured. As per the first routing rule, when outside callers call in to Unity Connection, they use the Customer Service search space. The system call handlers and directory handlers with which the outside callers interact are configured to use Customer Service search space. As per the second routing rule, all the employees of the organization use Employee search space when they call each other within the organization. In this example, when users call and sign in to Unity Connection, they can address messages or place calls to any other user at the company. However, when outside callers call Unity Connection and reach the automated attendant, they can reach only the employees with alternate extensions in the Customer Service partition. Multiple Site Search Space Example An organization has three digitally networked Unity Connection locations serving three sites: Headquarters, Regional-East, and Regional-West. The configuration is as follows: • Unity Connection is configured with the following search spaces and associated partitions: Partition Membership (in Order) Search Space HQ, Primary, RE, RW Headquarters-SS RE, Primary Regional-East-SS RW, Primary Regional-West-SS • The following user accounts are set up: Alternate Exte Partition PrimaryExtensionandPartition Search Space of User Home Server User 3001, HQ 85553001, Primary Headquarters-SS Headquarters Alex Abade 3002, HQ 85553002, Primary Headquarters-SS Headquarters Chris Brown 3001, RE 82223001, Primary Regional-East-SS Regional-East Pat Smith 3002, RE 82223002, Primary Regional-East-SS Regional-East Shannon Johnson 3001, RW 87773001, Primary Regional-West-SS Regional-West Robin Smith 3333, RW 87773333, Primary Regional-West-SS Regional-West Terry Jones System Administration Guide 93 Call Management Multiple Site Search Space Example

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• There is a VPIM server that is configured as a VPIM location on the Headquarters server: VPIM-South. This VPIM location has a Dial ID of 8468 and is configured to allow blind addressing, to belong to the Primary partition, and to use the Headquarters-SS search space. • The Attempt Sign In direct routing rule and the Attempt Forward forwarded routing rule on each server are configured to use the same search space as the users on that server. (For example, the rules on the Headquarters server use the Headquarters-SS search space.) In this example, users at one site can address other users in the same site using 4-digit extensions. Users can blind address messages to a VPIM mailbox by entering 8468 plus the mailbox number on the remote system. Messages sent by users at the VPIM-South VPIM location can be delivered to any user in the HQ, Primary, RE, or RW partitions. How Search Spaces Work Search spaces are applied to the following components: • Users: Users can reach only the objects in a partition that is part of a search space defined as the search scope for the user. This search space need not include any partitions that contain the primary or alternate extensions of the user. If a user addresses a message by extension and there are overlapping extensions in different partitions in the search space, Unity Connection searches the partitions in the search space in the order that they appear in the Assigned Partitions list in Cisco Unity Connection Administration and returns the first result found. The search scope of a user defines the objects that a user can reach when addressing a message by extension or name, adding members to a private distribution list, adding names to an addressing priority list, placing a call to another user by calling the name, addressing a message to a VPIM contact, an blind addressing a message to a VPIM location. • Call Routing Rules: When a call comes in to Unity Connection, it is first checked against the applicable routing rules table, depending on whether the caller dialed directly into Unity Connection or was forwarded from an extension. When Unity Connection matches the call to a routing rule in the applicable table based on the parameters of the call, the configuration of the routing rule determines the initial search scope of the call. To facilitate setting the correct search scope on a call routing rule, you can set up routing rule conditions to select a rule based on the port of the incoming call, the phone system, the dialed number, or other criteria. If you are setting up multiple partitions and multiple search spaces, you must carefully consider the impact of the search scope that is configured for each call routing rule. Consider the following considerations related to setting the search scope with call routing rules: • Unity Connection uses the search space defined as the initial scope of the call to identify whether the call is from a user and if so, which user. If a user calls from an extension that is in a partition that is not a member of the search space set as the initial search scope for the call, the call is not identified as coming from the user. If the extension of the user overlaps with an extension in another partition that also appears in this search space, the call is identified as coming from the first object that Unity Connection finds when searching the partitions in the order that they appear in the search space. • Users who call to sign in to Unity Connection do not have the search scope set to the search space defined for the user profile until they have successfully completed the sign-in process. • System Distribution Lists: You can use search spaces to limit user access to send messages to distribution lists because you assign a partition to each distribution list. If you assign a distribution list in a partition System Administration Guide 94 Call Management How Search Spaces Work

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that is not part of the search scope of a particular group of users, the users are not able to find the distribution list to address messages to it. For example, you can create a new partition called “Distribution Lists Partition” and configure the allvoicemailusers, allvoicemailenabledcontacts, and undeliverablemessages to use this partition. To grant certain users access to send to the lists, you can create a new search space that includes both the default partition and the “Distribution Lists Partition,” and assign this search space as the search scope for the users. • System Call Handlers: Unity Connection uses the call handler search scope to match extensions that are dialed from the call handler to users, administrator defined contacts, and remote contacts at VPIM locations. You can set the scope of the handler to either inherit the search scope that is already set on the call (from a previous handler or from a call routing rule) or to use the particular search scope that you specify. • Directory Handlers: Unity Connection uses the directory handler search scope to define the objects that callers who reach the directory handler can find or hear. For phone directory handlers, you can set the scope to the entire server, a particular class of service, a system distribution list, or a search space (either inherited from the call or specified for the directory handler). For voice enabled directory handlers, you can set the scope to the entire server or to a search space (either inherited from the call or specified for the directory handler). When callers search a directory handler for a particular name, if the scope of the directory handler is set to a search space, Unity Connection searches each partition in the search space and returns a list of all of the objects that match the name. • Interview Handlers: Each interview handler is associated with a partition, so that it can be included in a search space and callers can reach it from other parts of the conversation. Because interview handlers do not involve dialing or addressing to users or other objects, they do not have a search scope defined. • Networking: When you network a Unity Connection server with other Unity Connection locations, the partitions and search spaces that are configured on the server replicate to all other Unity Connection locations on the network. A Unity Connection network supports up to 10K partitions and 10K search spaces shared among all of the locations in the network. • VPIM Locations: Each VPIM location belongs to a single partition. If a VPIM location allows blind addressing and the partition to which the location belongs is in the search space for a user, the user can blind address to a user on the remote VPIM system. To blind address, the user addresses the message to the Dial ID of the VPIM location followed by the remote user mailbox number. For example, to reach mailbox 1000 at VPIM location 555, the user would address the message to 5551000. The partition of the VPIM location is used as the partition of automatically-created VPIM contacts if the VPIM location is configured for automatic contact creation. You can also change the partition of VPIM contacts independent of the associated VPIM location. Each VPIM location also has a search scope. When Unity Connection receives a message from a sender at a VPIM location, Unity Connection searches the search space that is defined as the search scope for the location to determine the message recipient by matching the extension in the To: address field with a Unity Connection user. • Administrator Defined Contacts: Each administrator defined contact belongs to a partition. When a contact is configured with phone numbers that callers can use to call the contact using voice commands, voice-recognition users with search space includes the partition of the contact are able to call the contact; users with search space does not include this partition are not able to call the contact. In addition, the contact is reachable by callers who reach any voice-enabled directory handler with search scope uses or inherits a search space that includes this partition (or if the directory handler search scope is set to the entire server). System Administration Guide 95 Call Management How Search Spaces Work

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Configuring Search Spaces This section includes information on configuring a search spaces for Unity Connection, defining the settings and saving them. Step 1 In Cisco Unity Connection Administration, expand Dial Plan and select Search Spaces. Step 2 Configuring search spaces (For more information on each field, see Help> This Page): • To add new search space, select Add New. On the New Search Space page, enter a name for the search space and select Save. In the Edit Search Space page, enter a description for the search space and select Save. • To edit a search space, select the name of the search space that you want to edit. On the Edit Search Space page, change the settings as applicable and select Save. • To delete a search space, check the check box next to the display names of the search spaces that you want to delete. Select Delete Selected and OK to confirm deletion. You can delete a search space even when there are objects using it; however, in this case you must select a replacement search space. Objects that had a search scope set to the deleted search space are changed to use the replacement search space instead. Note • You cannot delete more than 50 search spaces simultaneously. Call Routing Call routing is used to route incoming calls to the operator or to specific subscribers, call handlers, directory handlers, or interview handlers. Also, call routing is used to route subscribers to the subscriber logon conversation. Default Call Routing Rules Unity Connection has two call routing tables—one for direct calls and other for forwarded calls—that handle calls from users and from unidentified callers. 1. Direct rules handle calls from users and unidentified callers that are dialed directly to Unity Connection. The predefined direct routing rules are: • Attempt Sign-In—Calls from users are routed to the user sign-in conversation. With Unity Connection 10.0(1) and later, a user can play and record both video and audio greetings, when login via Attempt Sign-in. Note • Opening Greeting—Calls from unidentified callers are routed to the Opening Greeting. 2. Forwarded rules handle calls that are forwarded to Unity Connection from either a user extension System Administration Guide 96 Call Management Configuring Search Spaces

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or from an extension that is not associated with a user account (such as a conference room). The predefined forwarded routing rules are: • Attempt Forward—All calls forwarded from a user extension are routed to the user greeting. With Unity Connection 10.0(1) and later, a user can play both video and audio greetings, when the calling user receives unanswered call. Note • Opening Greeting—Calls forwarded from an extension that is not associated with a user account are routed to the Opening Greeting. You can change the order of the Attempt Sign-In and Attempt Forward rules relative to additional rules that you add in the respective routing tables. The Opening Greeting rule is always the last entry for both tables. You cannot delete the predefined rules. When you create a new rule, you need to specify only the criteria that are used to route the calls. You can leave the other fields on the page blank because the blank field matches everything. Configuring Call Routing Rules This section includes information on configuring call routing rules in Unity Connection, define the settings for the routing rules, and save them. Step 1 In Cisco Unity Connection Administration, expand Call Management> Call Routing. • If you want to configure routing rules for direct calls, select Direct Routing Rules. The Direct Routing Rules page displays the default and currently configured routing rules. • If you want to configure routing rules for forwarded calls, select Forwarded Routing Rules. The Forwarded Routing Rules page displays the default and currently configured routing rules. Step 2 Configure a routing rule in the direct or forwarded routing rules: (For information on each field, see Help> This Page): • To add a routing rule, select Add New. On New Direct Routing Rule page or New Forwarded Routing Rule page, enter the applicable settings and select Save. To add the routing rule condition, select Add New on the Edit Routing Rule page. Edit the routing rule condition settings and select Save. • To delete a routing rule, do the following: On the Search Contacts page, select the routing rule to delete. Select Delete Selected. System Administration Guide 97 Call Management Configuring Call Routing Rules

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Call Routing Tables Call routing tables are used to route incoming calls to the operator or to specific users, call handlers, directory handlers, or interview handlers. In addition, call routing tables are used to route users to the user sign-in conversation. You can add new rules and change the order of the rules in the respective routing tables. You can change the order of the Attempt Sign-In and Attempt Forward rules relative to additional rules that you add in the respective routing tables, but the Opening Greeting rule is always the last entry for both tables. You cannot delete the predefined rules. Call routing tables consist of a series of rules that let you route incoming calls based on the information that Cisco Unity Connection may have about a call, such as the calling phone number (ANI or caller ID), the trunk or port on which the call comes in, the dialed phone number (DNIS), the forwarding station, and the schedule. When Unity Connection receives a call, it first determines if it is a direct or forwarded call based on the call information that is sent by the phone system, and then applies the applicable call routing table. If the call information matches all of the conditions for the first rule, the call is routed as specified in the rule. If any of the conditions specified in the first rule are not met, the call information is then compared to the conditions of the second rule, and so on, until a rule is found that matches all the characteristics of the call. The integration between the phone system and Unity Connection determines the information that is provided about a call (for example, call type, port, trunk, calling number, and dialed number). The schedule is determined by the date and time that the call is received. The following examples show how call routing tables are used in Unity Connection to route calls. Example 1 In below table, calls that meet the criteria specified in the Operator rule settings—any direct external call received while the Weekdays schedule is active—are transferred to the operator. Calls that do not meet this criteria are routed as specified by one of the other call routing rules in the table. In this case, any direct external calls received on the weekends are routed to the Opening Greeting, according to the Opening Greeting call routing rule. Table 4: Direct Calls Call Routing Table Send Call To Schedule Port Phone System Calling Number Dialed Number Status Rule Attempt transfer for operator Weekdays Any Any Any Any Active Operator Attempt Sign-In Always Any Any Any Any Active Attempt Sign-In Attempt transfer for Opening G Always Any Any Any Any Active Opening Greeting Example 2 In below table, calls forwarded from specific extensions—1234 and 5678—are routed according to the Product Info and Customer Service rules, respectively. Calls that do not match the extension (or forwarding station) in either of the first two rules are routed according to the two remaining rules. System Administration Guide 98 Call Management Call Routing Tables

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Table 5: Forwarded Calls Call Routing Table Send Call To Schedule Port Phone System Forwarding Station Calling Number Dialed Number Status Rule Attempt transfer for C Service Always Any Any 5678 Any Any Active Customer Service Send to greeting for P Always Any Any 1234 Any Any Active Product Info Attempt Forward Always Any Any Any Any Any Active Attempt Forward Attempt transfer for O Greeting Always Any Any Any Any Any Active Opening Greeting Using Routing Rules with the Route from Next Call Routing Rule Action In a user profile or call handler, you can configure the After Greeting action, the After Message action, or the action of a caller input key to apply the Route from Next Call Routing Rule action to calls. This action causes Cisco Unity Connection to continue processing the call according to the applicable call routing table (direct or forwarded, depending on how the call was received from the phone system) starting at the rule immediately after the rule that Unity Connection previously applied to the call. If the call was already processed according to the final rule in the table, the final rule is applied again. For example, you might want to have Unity Connection always play a standard greeting or legal disclaimer to all callers, whether they call Unity Connection directly or are forwarded by an extension. The greeting plays before callers can take any other action—for example, leaving a message or signing in. To do so, you do the following tasks: 1. Create a new call handler and record the message as the alternate greeting. 2. Enable the alternate greeting, configure it to ignore caller input during the greeting, and then configure the After Greeting action with the Route from Next Call Routing Rule call action. 3. Add a new direct call routing rule to send all direct calls to the new call handler (with Go Directly to Greetings selected) and verify that the rule appears at the top of the direct call routing table. 4. Add a new forwarded call routing rule to send all forwarded calls to the same new call handler (again with Go Directly to Greetings selected) and verify that the rule appears at the top of the forwarded call routing table. Once the system is configured in this way, all calls—no matter where they come from or how they get to the system—hear this greeting in its entirety and then proceed directly to their original destination. Restriction Tables Restriction tables allow you to control which phone numbers or URIs the users and administrators can use for: • Transferring calls—including both the numbers or URIs users can enter for transferring their calls, and the numbers or URIs that outside callers can enter when using Caller system transfers. System Administration Guide 99 Call Management Using Routing Rules with the Route from Next Call Routing Rule Action

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• Recording and playback by phone from Cisco Unity Connection applications, when the phone is the designated recording and playback device in the Media Player. • Delivering faxes to a fax machine. • Sending message notifications. • Creating user-defined alternate extensions—including the extensions that Unity Connection offers to add automatically on behalf of users. For example, you can specify that users have calls transferred only to internal extensions or that faxes are delivered only to local phone numbers. (Restriction tables do not affect the phone numbers that users can dial directly from their phones when they are not interacting with Unity Connection.) Each class of service specifies for its members a restriction table for call transfers, one for message notification, and one for fax deliveries. The restriction table can be the same for all three, or different for each. How Restriction Tables Work When a user uses the Messaging Assistant or the Unity Connection conversation to attempt to change a phone number that is used for call transfer, message notification, or fax delivery, or when signed-in users use the Unity Connection conversation to perform User system transfers to a number that they specify, Unity Connection applies the restriction table associated with the class of service of the user to verify that the phone number entered is allowed. For example, if a user uses the Unity Connection Messaging Assistant to enter a phone number to set up a message notification device, Unity Connection applies the restriction table that is associated with the class of service of that user, and displays an error message if the phone number is not allowed.But when an administrator changes a message notification number for a user using Cisco Unity Connection Administration, Unity Connection does not apply any restriction table to the number. Therefore, an administrator can, when necessary, override the limitations of the class of service of a particular user. The User-Defined and Automatically-Added Alternate Extensions restriction table functions similarly to other restriction tables in that it restricts the numbers the users can use to create alternate extensions for themselves through interfaces such as the Cisco Personal Communications Assistant or via an API call. It can also restrict a number from being offered as an alternate extension when a user frequently calls Unity Connection and signs in from the number. (The table is named Excluded Extensions for Automatically-Added Alternate Extensions, and does not apply to alternate extensions that users create for themselves in Cisco PCA.) Unlike other restriction tables, this restriction table applies to all users and therefore is not associated with a class of service. It also applies when administrators use Unity Connection Administration to change user-defined alternate extensions, but does not apply when administrators enter or change administrator-defined alternate extensions. Each row of a restriction table is made up of a dial string. Each dial string consists of a call pattern and a setting that specifies whether numbers that match the call pattern can be called. In most cases, the restriction table is applied when a user attempts to change a number that is controlled by a restriction table, not when Unity Connection tries to complete a transfer or delivery. In the case of Caller system transfers, which allow unauthenticated callers to transfer to a number that they specify, Unity Connection checks the specified number against the Default System Transfer table. By default, this table blocks all numbers, in order to protect against toll fraud and unauthorized use. When a restriction table is applied to a number (such as a pager number for a message notification), Unity Connection compares the number with the call pattern of the first dial string in the restriction table. If the number does not match the call pattern, Unity Connection then compares the number with the call pattern in System Administration Guide 100 Call Management How Restriction Tables Work

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the second dial string, and so on, until it finds a match. When Unity Connection finds a match, it either permits or restricts calling the number as specified in the dial string. Restriction tables are commonly used to permit or restrict calls to the following: • Specific numbers, such as an extension. • Numbers that are greater than or less than a specific length. • Numbers that contain a specific digit or pattern of digits, such as an external access code followed by a long-distance access code. For example, the restriction table below restricts most long distance phone numbers, but permits extensions starting with “91.” In this case, if a user enters “9123” as a transfer number, Unity Connection first compares the number to the call pattern in Dial String 0, which restricts all numbers that begin with “91” and are followed by at least seven digits. Because the number entered does not match the call pattern, Unity Connection then compares the number to Dial String 1, which restricts all numbers that begin with “9011” and are followed by at least seven digits. Finally, Unity Connection compares the number to the last dial string, which contains the wildcard character that matches all numbers of any length. Because the Allow This String field is set to Yes for this dial string, Unity Connection permits this number to be used. Table 6: Example 1 Allow This String Call Pattern Dial String No 91???????* 0 No 9011???????* 1 Yes * 2 The restriction table below restricts long distance phone numbers and numbers with fewer than four digits. In this example, “9” is the external access code for the phone system, and “1” is the long-distance access code. Dial String 0 restricts any number beginning with “91,” while numbers fewer than four digits in length are restricted by Dial String 2. Thus, the only numbers permitted by this restriction table have at least four digits, and are not long distance phone numbers. Table 7: Example 2 Allow This String Call Pattern Dial String No 91* 0 Yes ????* 1 No * 2 In Unity Connection 10.5(1) and later, you can also restrict the call pattern of a URI. For example, you can restrict the call pattern that starts the user portion with “abc” and belongs to the hostname “dummy.com” (such as, abc*@dummy.com). Note System Administration Guide 101 Call Management How Restriction Tables Work

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Default Restriction Table Unity Connection comes with the following predefined restriction tables that you can edit (including changing their names) but not delete. By default, each of these restriction tables prevents access to long distance phone numbers. In Unity Connection 10.5 and later, you can restrict URIs along with the phone numbers. Note Restricts numbers for fax delivery. Default Fax Restricts numbers for message notifications. Also restricts the user extensions that Unity Connection dials when the phone is selected as the recording and playback device in the Media Player. Default Outdial Restricts numbers that can be used for Caller system transfers, which allow unidentified callers to transfer to a number that they specify. For example, callers may want to dial a lobby or conference room phone that is not associated with a Unity Connection user. By default, the table does not allow Unity Connection to dial any numbers. Default System Transfer Restricts numbers for call transfers. Default Transfer Restricts the numbers the users can use to create alternate extensions for themselves through interfaces such as the Cisco Personal Communications Assistant or via an API call. Also restricts numbers from being offered as alternate extensions. For example, you might block a lobby or conference room extension so that users who frequently call Unity Connection from those shared phones are not automatically prompted to add the number as an alternate extension. User-Defined and Automatically-Added Alternate Extensions Restricts numbers from being offered as alternate extensions. For example, you might add a lobby or conference room extension so that users who frequently call Unity Connection from those shared phones are not automatically prompted to add the number as an alternate extension. Excluded Extensions for Automatically Added Alternate Extensions Configuring Restriction Tables You can edit the predefined restriction tables, and you can create up to 100 new ones. You can also add up to 50 dial strings to a table. New dial strings are automatically inserted into the restriction table as Dial String 0. Note that the order of the dial strings is very important because Unity Connection sequentially compares a phone number to the call patterns in the restriction table, starting with Dial String 0. If a number matches more than one call pattern, the number is handled according to the first call pattern it matches. You can indicate call patterns by entering specific numbers or using the following special characters as wildcards: Matches zero or more alphanumeric strings. * Matches exactly one digit or character. Use? as a placeholder for a single digit. ? Corresponds to the # key on the phone.

System Administration Guide 102 Call Management Default Restriction Table

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By default, all restriction tables have * as the call pattern in the last dial string of the table. You cannot edit this call pattern setting, as it prevents a case in which the entered number does not match any call pattern in the table. However, you can change the Blocked field setting for this dial string to either permit or restrict a number. Step 1 In Cisco Unity Connection Administration, expand System Settings > and select Restriction Tables. The Search Restriction Tables page displays the currently configured restriction tables. Step 2 Configure a restriction table (For information on each field, see Help> This Page): • To add a restriction table: On the Search Restriction Tables page, select Add New. On the New Restriction Table page, enter the values of the required fields. On the Edit Restriction Table page, add patterns to the restriction table and select Save. • To edit a restriction table: On the Search Restriction Tables page, select the restriction table that you want to delete. On the Edit Restriction Tables page, change the settings as applicable. To change the order of the patterns, select Change Order. To move a pattern within the list, on the Change Restriction Pattern Order page, select the pattern, then select the down or up arrows as applicable. When you have finished with the changes, select Save • To delete a restriction table: On the Search Restriction Tables page, check the check box adjacent to the display name of the restriction table that you want to delete. Select Delete Selected and OK to confirm deletion. If the restriction table you are attempting to delete is referenced by a class of service, you receive an error message and are not able to delete the table until you find and remove the reference. Note Schedules Unity Connection use schedules to determine which user transfer rule to apply and which user greeting to play. You must review the active schedule specified in the user template before adding a user. You either need to edit an existing user template or create a new user template to specify a different schedule. If you change the active schedule specified on a user template, the existing users based on that template are not assigned to the new schedule. Note System Administration Guide 103 Call Management Schedules

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When you edit an existing schedule, the changes are applied to both new and existing users of that schedule. Therefore, you can edit the schedule settings before and after you create user accounts. You can also re-assign a user to a different schedule at any time. Default Schedules Unity Connection has the following predefined schedules that you can edit but cannot delete: • All Hours: This schedule is configured to be active 24 hours a day, seven days a week, and with no holidays. The routing rules that follow this schedule are always active and the call handlers that use this schedule never use closed hour transfer settings or play closed greetings. • Weekdays: This schedule is configured to be active from 8 a.m. to 5 p.m. (in the timezone of the Unity Connection server) from Monday through Friday. It is also configured to observe any days and times that are set in the default Holidays schedule. • Voice Recognition Update: This schedule dictates the times and days when the Unity Connection voice recognition transport utility can automatically rebuild the voice recognition name grammars if there are pending changes. By default, all days and times are active for this schedule but re-building large names affects the system performance adversely. Configuring Schedules Step 1 In Cisco Unity Connection Administration, expand System Settings and select Schedules. The Search Schedules page appears displaying the currently configured schedules. Step 2 Configure a schedule (For more information on each field, see Help> This Page): • To add a schedule: On the Search Schedules page, select Add New. On the New Schedule page, enter the Display Name and select Save. On the Edit Schedule Basics page, enter the values of the required fields and select Save. • To edit an existing schedule: On the Search Schedules page, select the schedule that you want to edit. On the Edit Schedule Basics page, enter the values of the required fields and select Save. If you remove schedule details from a schedule, the schedule is never active. Note • To delete a schedule: On the Search Schedules page, check the check boxes to select the schedule you want to delete and select Show Dependencies. Assign the dependent Unity Connection components to any other schedule. Select Delete Selected and OK to confirm deletion. System Administration Guide 104 Call Management Default Schedules

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Holiday Schedules You can setup a holiday schedule that can be played on Unity Connection users or call management components for a specified date and time. The date and time depends on the timezone assigned to the Unity Connection server. When a holiday schedule is in effect, Unity Connection only plays the holiday greeting (if enabled) and observes closed hour transfer rules. You can set up several years of holidays at a time. There is a default Holiday schedule that can be modified but cannot be deleted. For each schedule that you create or edit, you can identify multiple ranges of hours and days that make up the standard and closed hours, and associate a holiday schedule that defines specific holiday dates and times: The hours and days that make up the normal business hours, when the organization is open. Standard hours can include multiple time ranges and different time ranges on different days. (For example, standard hours for an organization might be Monday through Friday from 8 a.m. to 12 p.m. and 1 p.m. to 5 p.m., to accommodate a lunch break, and Saturday from 9 a.m. to 1 p.m.) Standard transfer rules are in effect during the days and time ranges you add to the standard schedule; standard user and call handler greetings play during standard hours. Standard hours The hours and days not identified as standard hours are considered nonbusiness hours, when the organization is closed. Closed user and call handler transfer rules operate at all times not specified by the standard schedule—including holidays; closed user and call handler greetings play according to the closed schedule. Closed hours When a Holiday setting is in effect, Unity Connection plays holiday greetings (if enabled) and observes closed hours transfer rules. You can set up several years of holidays at a time. Because many holidays occur on different dates each year, confirm that the holiday schedule remains accurate annually. Closed user and call handler transfer rules operate at all times not specified by the standard schedule—including holidays; holiday greetings for users and call handlers also play during this time period. Holidays Configuring Holiday Schedules Step 1 In Cisco Unity Connection Administration, expand System Settings and select Holiday Schedules. The Search Holiday Schedules page appears displaying the currently configured holiday schedules. Step 2 Configure a holiday schedule (Fore more information on each field, see Help> This Page): • To add a holiday schedule: On the Search Holiday Schedules page, select Add New. On the New Holiday Schedule page, enter the Display Name and select Save. On the Edit Holiday Schedule Basics page, enter the values of the required fields and select Save. System Administration Guide 105 Call Management Holiday Schedules

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• To edit an existing schedule: On the Search Holiday Schedule page, select the schedule that you want to edit. On the Edit Holiday Schedule Basics page, enter the values of the required fields and select Save. • To delete a schedule: On the Search Holiday Schedule page, select the schedule that you want to delete. Select Delete Selected and OK to confirm deletion. Custom Recordings Unity Connection allows you to record and play multiple customized recordings in various languages, after message is send or greeting is played. In Cisco Unity Connection Administration, after the message is sent, you have the options to play no recording, default system recording, or custom recordings. The Play After Message Recording and Custom Recording options can be set for the following: • Users • User Templates • Call Handlers • Call Handler Templates Configuring Custom Recordings This section includes information on configuring a custom recording for Unity Connection, define the settings for the custom recording and save them. Step 1 In Cisco Unity Connection Administration, expand Call Management and select Custom Recordings. The Search Custom Recordings page displays the currently recorded custom recordings. Step 2 Configure a custom recording: (For information on each field, see Help> This Page): • To add a custom recording: On the Search Custom Recording page, select Add New. On New Custom Recording page, enter the display name and select Save. On the Edit Custom Recording page, select the language in which you want to record and select Play/Record. When you are finished with the recording, select Save. To record each custom recording, you need to use the Media Player on the Edit Custom Recording page. Note • To edit a custom recording: System Administration Guide 106 Call Management Custom Recordings

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On the Search Custom Recordings page, select the custom recording that you want to edit. On the Edit Custom Recording page, edit the custom recording settings and select Save. • To delete a custom recording: On the Search Custom Recording page, select the custom recording that you want to delete. Select Delete Selected and OK to confirm deletion. Default Automated Attendant Behavior The following example uses the default Unity Connection automated attendant configuration to illustrate a call flow through various call management elements. It illustrates some of the default behavior that you can expect if you have not changed the call management configuration after installing Unity Connection. Consider an outside caller that does not have a Unity Connection mailbox dials the main phone number in Unity Connection at 9:00 a.m. on a Monday morning. The following steps describes the call flow: 1. Information from the phone system indicates that the call is a direct call from an outside caller. Unity Connection checks the call routing rules for a rule that matches the call. The Direct routing rules table contains two entries: Attempt Sign In and Opening Greeting. For the Attempt Sign-In rule, Unity Connection attempts to match the caller phone number with the extension or alternate extension of a Unity Connection user. When this fails, Unity Connection tries the next routing rule, the Opening Greeting rule. 2. The Opening Greeting call routing rule matches any incoming call at any time of day. It is configured to attempt to route the call to the Opening Greeting call handler. 3. Unity Connection checks the transfer option settings for the Opening Greeting call handler. Because the call came in during the Weekdays active schedule, the standard transfer options apply. These specify to send the call to the greeting for this call handler. (Note that if the Opening Greeting call routing rule had been configured to send the call to the greeting for the Opening Greeting call handler rather than attempting to transfer to it, this step would be skipped). 4. Because the call came in during the Weekdays active schedule from a phone number that did not match an internal Unity Connection user, Unity Connection plays the standard greeting for the call handler: “Hello: Cisco Unity Connection Messaging System. From a touchtone phone you may dial an extension at any time. For a directory of extensions, press 4. Otherwise, please hold for an operator.” 5. While the greeting plays, as the greeting indicates, the caller can enter digits to reach a user extension. The caller input settings on the Opening Greeting call handler also define several one-key dialing actions that can be taken—for example, when the caller presses key 4, Unity Connection is configured to send the call to the System Directory Handler if no other keys are pressed within the time configured to wait for additional digits. 6. If no digits are entered, Unity Connection proceeds with the after greeting action for the Standard greeting on this call handler, which is configured to attempt to transfer the call to the Operator call handler. 7. The Operator call handler is also configured for the Weekdays active schedule, and once again, Unity Connection checks the standard transfer options for the call handler, which specify to transfer to the call handler greeting. The greeting plays: “Sorry, the operator is not available.” System Administration Guide 107 Call Management Default Automated Attendant Behavior

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The after greeting action for this greeting directs Unity Connection to take a message. The message settings for this call handler specify that the Operator user receives the message, and that after the caller leaves the message, Unity Connection should hang up. System Administration Guide 108 Call Management Default Automated Attendant Behavior

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C H A P T E R 9 Message Storage • Message Storage, on page 109 Message Storage Overview Cisco Unity Connection uses separate databases to store the system configuration and the information in voicemails. About Mailbox Stores Consider the following points to understand the importance of mailbox stores in Unity Connection: • During installation, Unity Connection automatically creates: • A directory database to store system configuration information, such as user data and templates. • A mailbox store database to store information, such as the sender of each message and the location of the .wav file associated with a particular voice message. • An operating system directory to store voice message .wav files. • A Unity Connection server or cluster supports up to 20,000 users. You need to create a separate mailbox store for every 5000 users. Creating additional mailbox stores allow you to backup selected mailboxes and ensure that backup gets completed during non-business hours. • You can modify the default 15 GB size of the Unity Connection mailbox stores depending on your requirements. The maximum mailbox size recommended by Unity Connection is 30 GB. • An administrator with the required permissions can create up to four additional mailbox stores. Each additional mailbox store includes a separate mailbox store database and a separate operating system directory. • The directory information of all the users in a Unity Connection server or cluster remain in one directory database created during Unity Connection installation. System Administration Guide 109

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• After you create a new mailbox store, you can either move the existing mailboxes into the new mailbox store or create new mailboxes in the new mailbox store. For more information, see the Moving Mailboxes between Mailbox Stores, on page 112 section. • In case of a Unity Connection cluster, all the mailbox stores are replicated to both publisher and subscriber. User Templates Settings The user template selected at the time of creating a new user account specifies some settings that are used as a default value for the user account. The mailboxes of the user accounts based on the default user template are created in the default mailbox store. If you create new mailbox stores, you can change the mailbox settings in the default user templates or in any new user templates that you create. If a mailbox store is applied to one or more user templates, you cannot delete that mailbox store until the user template setting is changed or the user template is deleted. Note For more information changing the mailbox settings in a user template, see the Configuring User Templates, on page 24. Maximum Size Supported for a Mailbox Store You must specify the maximum amount of disk space that the voice messages for a mailbox store can occupy at the time of creating a new mailbox store. The maximum size of mailbox store is not an absolute maximum but specifies a limit. On exceeding the limit specified for a mailbox, warnings or errors are logged into Unity Connection. Consider the following information related to the maximum size supported for a mailbox store: • The size of a mailbox store is still less than the maximum specified value if: • Unity Connection saves new messages in the mailbox store. • You can create new mailboxes in the mailbox store. • You can move other mailboxes into the mailbox store. • When the size of the mailbox store reaches 90 percent of the specified maximum size, a warning is logged in the system log. • When the size of the store reaches 100 percent of the specified maximum size, an error is logged in the system log. In addition, in Cisco Unity Connection Administration, an error appears in the Status bar on the Edit Mailbox Store page. • If you want to maintain the mailbox store below 100 percent of the specified maximum limit, do any of the following: • Increase the maximum size of the mailbox store, if an additional space is available on the hard disk. • Create another mailbox store and move some mailboxes into the new mailbox store. • Revise the mailbox size quotas and message aging policy to reduce the individual mailbox size and the size of mailbox store. You can also delete the voice messages to reduce the size of the mailboxes that reduces the total size of the mailbox store. However, before deleting the mailboxes, make sure to backup the mailbox stores to preserve any important information. System Administration Guide 110 Message Storage User Templates Settings

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When users delete messages, the deleted messages are not removed from the mailbox store until the next time the Clean Deleted Messages task runs. The task runs every 30 minutes and the schedule for the task cannot be edited. Note Changing the Maximum Size Supported for a Mailbox Store Step 1 In Cisco Unity Connection Administration, expand Message Storage and select Mailbox Stores. Step 2 On the Search Mailbox Store page, select the applicable mailbox store. Step 3 On the Edit Mailbox Store page, change the value in the Maximum Size Before Warning field. (For more information on each field, see Help> This Page). Do not change the value of this field if the mailbox store is already at the maximum size that can be backed up during non-business hours. Note Step 4 Select Save. Backup with Multiple Mailbox Stores The duration of backup depends on the size of a mailbox store. The Disaster Recovery System takes the backup of an entire mailbox store and the corresponding database during a single backup session. The default size of a mailbox store is limited to 15 GB so that the backup can be completed during non business hours. For more information on how to backup the multiple mailbox stores, see the “Backing Up and Restoring Cisco Unity Connection Components” chapter of the Install, Upgrade, and Maintenance Guide, Release 15, available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/install_upgrade/guide/b_ 15cuciumg.html Configuring Mailbox Stores Consider the following points when creating, editing, or deleting the mailbox stores: • You can create or edit the settings of one mailbox store at a time. • You cannot delete a mailbox store if: • The mailbox store still contains one or more mailboxes. • The mailbox store is still referenced by one or more user templates. • The administrator is trying to delete the default mailbox store (UnityMbxDb1). Step 1 In Cisco Unity Connection Administration, expand Message Storage and select Mailbox Stores. The Search Mailbox Store page displays the currently configured mailbox stores. A user account without the System Administrator role cannot create a new mailbox store. Note System Administration Guide 111 Message Storage Changing the Maximum Size Supported for a Mailbox Store

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Step 2 Configure one or mailbox stores (For more information on each field, see Help> This Page): • To add a new mailbox store: On the Search Mailbox Store page, select Add New. On the New Mailbox Store page, enter the values of the required fields and select Save. The new mailbox store appears on the Search Mailbox Stores page. The value in the Access Enabled column is Yes and the value of the Status column is OK. • To edit an existing mailbox store: On the Search Mailbox Store page, select the mailbox store that you want to edit. On the Edit Mailbox Store page, enter the values of the required fields and select Save. • To delete one or more mailbox stores: On the Search Mailbox Store page, check the check boxes to select the users with mailboxes that you want to delete. Select Delete Selected and OK to confirm. Moving Mailboxes between Mailbox Stores When moving mailboxes from one mailbox store to another, note the following: • The MWI status is retained after a mailbox is moved from one mailbox store to another. • (Unity Connection cluster only) Sign in to the server with Primary status to move the mailboxes. • Moving the mailboxes from one mailbox store to another fails, if: • The user do not have sufficient permissions in Cisco Unity Connection Administration and is not authorized to move a mailbox. • The source or the target mailbox store is disabled. • The user with mailbox that you are moving is a system user. System mailboxes cannot be moved out of the default mailbox store(UnityMbxDb1). Step 1 In Cisco Unity Connection Administration, expand Message Storage and select Mailbox Stores Membership. Step 2 On the Search Mailbox Stores Membership page, in the Choose Membership Type list, select User Mailbox. Step 3 In the User Mailbox Search Results section, specify the mailbox store from which you want to move the mailboxes. Step 4 Select the mailbox store to which you want to move the mailboxes and check the applicable check boxes for the users with mailboxes that you want to move. Step 5 Select Move Selected Mailboxes. System Administration Guide 112 Message Storage Moving Mailboxes between Mailbox Stores

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Disabling and Re-Enabling a Mailbox Store Each mailbox store is automatically disabled when you take the backup of that mailbox store using Disaster Recovery System. When a mailbox store is disabled: • You cannot create a new mailbox in the store. • You cannot move existing mailboxes into or out of the store. • New messages for users with mailboxes that are in the disabled store are queued for delivery until the store is re-enabled. Cisco Unity Connection Administration provides an option to manually disable a mailbox store but you should not disable a mailbox store that is in use. Step 1 In Cisco Unity Connection Administration, expand Message Storage and select Mailbox Stores. Step 2 On the Search Mailbox Stores page, select the mailbox store that you want to disable. Step 3 To disable a mailbox store: On the Edit Mailbox Store page, uncheck the Mounted check box and select Save. Step 4 To re-enable a mailbox store: On the Edit Mailbox Store page, check the Mounted check box and select Save. Controlling the Size of Mailboxes You can specify mailbox size quotas and change the message aging policy in Cisco Unity Connection Administration to control the size of the user voice mailboxes. Mailbox Size Quotas To help control the size of the user voice mailboxes, Unity Connection allows you to specify quotas or limits on the maximum size of voice mailbox. You can configure quotas so that Unity Connection: • Issues a warning when a mailbox reaches a specified size. • Prevents a user from sending messages when the mailbox reaches the limit. • Prevents a user from sending or receiving messages when the mailbox reaches the limit. By default, Unity Connection is configured with the system-wide mailbox size quotas listed in below Table . However, to handle the varying needs of users in your organization, you can override the system-wide quotas for individual mailboxes and for user templates. Mailbox Size Quotas Defined in Unity Connection System Administration Guide 113 Message Storage Disabling and Re-Enabling a Mailbox Store

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Recording Time Before Quota is Reached/ Disk Space Used 2 Quota Level GSM 6.10 G.729a PCM 16 kHz 3 PCM8kHz G.726 G.711 A-Law G.711 Mu-Law 91 min./ 2.25 KB/sec 122 min./ 1.67 KB/sec 4.5 min./ 44 KB/sec 9 min./ 22 KB/sec 37 min./ 5.53 KB/sec 18 min./ 11 KB/sec 18 min./ 11 KB/sec The user is warned that the mailbox is reaching the maximum size allowed. 12 MB Warning 98 min./ 2.25 KB/sec 132 min./ 1.67 KB/sec 5 min./ 44 KB/sec 10 min./ 22 KB/sec 40 min./ 5.53 KB/sec 20 min./ 11 KB/sec 20 min./ 11 KB/sec The user is prevented from sending any more voice messages. 13 MB Send 106 min./ 2.25 KB/sec 143 min./ 1.67 KB/sec 5 min./ 44 KB/sec 10 min./ 22 KB/sec 43 min./ 5.53 KB/sec 21 min./ 11 KB/sec 21 min./ 11 KB/sec The user is prevented from sending or receiving any more voice messages. 14 MB Send/ Receive 2 Here "Disk Space Used" is not limited to size of the file but includes complex metadata. 3 Here Recording Time and Disk Space Used are calculated using Opus codec as advertised codec. However the default advertised codec is G.711 Mu-Law. Quotas alone can control the size of mailboxes for the users who regularly check Unity Connection voice messages using the telephone user interface. Web Inbox and Cisco ViewMail for Microsoft Outlook do not notify users that the mailbox has reached its limit. If users check messages using Web Inbox or Cisco ViewMail for Microsoft Outlook, you need to configure message aging so that the old messages are automatically deleted. Caution System Administration Guide 114 Message Storage Mailbox Size Quotas

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Changing the Default System-wide Mailbox Quotas in Unity Connection Step 1 In Cisco Unity Connection Administration, expand Message Storage > > > Mailbox Quotas > and select Mailbox Quotas. Step 2 On the Edit System-wide Mailbox Quotas page, enter the values of the required settings. (For more information on each field, see Help> This Page). Step 3 Select Save. For information to override system-wide mailbox quota settings for Unity Connection users and user templates, see the “User Attributes” and “Users” chapters. Note Mailbox Quota Alert Unity Connection allows you to specify the maximum quota for the voice mailbox of every user. In Unity Connection 10.0(1) and later releases, when the mailbox size of a user starts reaching its specified threshold limit, the user receives a quota notification message. A quota notification message is an email that is sent automatically by Unity Connection to the corporate email address of the mailbox of the user when its exceeds the threshold limit. You can use Cisco Unity Connection Administration to view the default quota notification message or to create, view, and edit the quota notification messages. The quota notification message is sent by the Quota Notification Mail task to the configured corporate addresses of the users whose mailbox has reached the size specified for warning quota. Configuring the Quota Notification Settings Step 1 In Cisco Unity Connection Administration, expand Tools and select Task Management. Step 2 On the Task Definitions page, select Quota Notification Mail. Step 3 On the Task Definition Basics (Quota Notification Mail) page, select Edit > Task Schedules. Step 4 On the Task Schedule page, enter the values of the required fields and select Save. (For more information on each field, see Help> This Page). The quota notification messages are not sent to the users that do not have corporate email addresses configured. Note You can also execute the following command through CLI to run the Quota Notification Mail task: run cuc sysagent task Umss.QuotaNotificationMailTask Umss.QuotaNotificationMailTask is the name of the Quota Notification Mail task. For more information on the above command, see the “run cuc sysagent task” section of the “Run commands” chapter of Command Line Interface Reference Guide for Cisco Unified Communications Solutions, Release 10.0(1), available at htp:/www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/cli_ref/10_0_1/CUCM_BK_CBEED39F_00_cucm-cli-reference-guide-100/CUCM_BK_CBEED39F_00_cucm-cli-reference-guide-100_chapter_0101.html#CUCM_CL_R812A687_00. System Administration Guide 115 Message Storage Changing the Default System-wide Mailbox Quotas in Unity Connection

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Customizing the Subject Line or Body Text of Mailbox Quota Alert Text Step 1 In Cisco Unity Connection Administration, expand Message Storage> Mailbox Quotas and then select Quota Alert Text. Step 2 On the Edit Mailbox Quota Alert Text page, in the Language list, enter the values of the required fields. (For more information on each field, see Help> This Page). Step 3 Select Save. Step 4 Repeat Step2 through Step3 for each language installed on the system. Message Aging Policies In a single inbox configuration, messages that users delete using Outlook are only moved to the Deleted Items folder in Outlook but are not permanently deleted. To keep a check on the mailbox size for users, you need to configure a message aging policy for the Unity Connection users. Message aging policies ensure that the databases storing the voice messages are not filled up. The message aging policies are managed through Cisco Unity Connection Administration> Message Storage> Message Aging> Aging Policies. Each policy allows you to specify message aging rules that automatically perform the following operations mentioned on the Message Aging Policy page: • Move New Messages to the Saved Messages Folder after the specified number of days. • Move Saved Messages to the Deleted Items Folder after the specified number of days. • Permanently Delete Messages in the Deleted Items Folder after the specified number of days. This is the only rule enabled in the Default System Policy message aging policy, this is the only rule that is enabled. • Permanently Delete Secure Touched Messages That are Older Than a specified number of days. The secure messages are considered as touched messages if we mark the messages as new, read or deleted messages. • Permanently Delete All Secure Messages That are Older Than a specified number of days. This policy is regardless of whether users have listened to or touched the messages in any way. For each policy, you can enable or disable each message aging rule and can specify a different number of days for each rule. For each message aging rule, you can also specify whether Unity Connection sends an email alert to the users prior to aging the message. Depending on the system requirement of a company, Unity Connection may need only one or additional message aging rules. If you are using only one set of message aging rules, you can change the specifications for the default message aging policy and apply it to all users and user templates. If you need to allow some users to retain messages longer than other users or send messaging alerts only to a few users, you can create additional policies and assign different policies to user templates and to individual users. You can also enable or disable an entire message aging policy. Unity Connection includes a default policy, Do Not Age Messages, that is disabled and for which all of the rules are disabled. Some of the message aging rules are based on when a message was last modified. To edit a message, you must do one of the following: • In the Web Inbox mark the message as new, mark the message as deleted, or change the message subject, and select Save. System Administration Guide 116 Message Storage Customizing the Subject Line or Body Text of Mailbox Quota Alert Text

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• From the phone interface, select the options to mark the message as new, save the message again, delete the message, or restore a deleted message as saved. The schedule for message aging is controlled by the message aging task that can be managed from the Task Management page in Cisco Unity Connection Administration. Note Configuring a Message Aging Policy in Unity Connection Step 1 In Cisco Unity Connection Administration, expand Message Storage> Message Aging > and select Aging Policies. Step 2 Configure message aging policies, do the following steps (For more information on each field, see Help> This Page): • To add a new message aging policy: On the Search Message Aging Policy page, select Add New. Enter the display name of the policy and select Save. On the Message Aging Policy page, enter the values of the required fields and check the Enabled check box. Select Save to apply the changes in the policy. • To edit an existing message aging policy: On the Search Message Aging Policy page, select the policy that you want to edit. On the Message Aging Policy page, change the values of the required fields and select Save. Do not change the settings of the Do Not Age Messages policy. Caution • To delete a message aging policy: On the Search Message Aging Policy page, check the check boxes for the policies you want to delete. Select Delete Selected and OK to confirm. You should not delete the Default System Policy and the Do Not Age Messages policy. If you do not want to age messages, disable the Default System Policy instead of deleting it. Note Message Aging Alerts For each message aging rule, you can specify whether Unity Connection sends email alerts to users prior to taking the aging action associated with the rule. This gives the users time to review and act on the applicable messages. You specify the number of days between the time that Unity Connection sends the alert and the time that the message aging action takes place. System Administration Guide 117 Message Storage Configuring a Message Aging Policy in Unity Connection

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Alerts cannot be sent to users unless the Corporate Email Address field for each user on the Users > Users > Edit User Basics page contains a valid email address. Unity Connection must also be configured to relay messages through an SMTP smart host. You can customize the text in the email alerts or you can use the default text. The default subject line and body text are different for the alerts related to each aging rule and they can be customized separately. As all the message aging policies use the same five rules, if you customize the alert text for a rule, the text is the same for any policy that uses that rule. (For example, if you customize the email subject line and body text for the Move Saved Messages to the Deleted Items Folder rule, that text is used for all alerts that are sent to users who are assigned to any message aging policy for which that rule is enabled with alerts.) Note Message aging alerts can be customized for multiple languages.To enable Unity Connection to send message aging alert emails to users, you must configure the Unity Connection server to relay messages through an SMTP smart host. For more information on SMTP smart host, see the Messaging, on page 127 chapter. Customizing the Message Aging Alert Text in Unity Connection Step 1 In Cisco Unity Connection Administration, expand Message Storage > Message Aging and select Aging Alert Text. Step 2 On the Edit Message Aging Alert Text page, in the Language list, select the applicable language. Step 3 Enter the values of the required fields. (For more information on each field, see Help> This Page). Step 4 Select Save. Step 5 Repeat all the above steps for each language installed on the system. Message Recording Expiration The Message Recording Expiration feature allows you to specify an expiration date after which the voice message stored in Unity Connection database is not accessible, regardless of whether the message has been forwarded to another Unity Connection recipient. Message recording expiration is a system-wide setting and cannot be applied only to a subset of users. At expiration, message recordings are automatically replaced with a decoy recording that says, “The message has expired.” You can specify the Message Recording Expiration policy for video messages also. This feature allows you to specify the expiration days for video messages, after which the video part of a video message get expired and only audio part is retained as a voice message. Typically, message aging rules are sufficient for enforcing message-retention policies. However, when a message is forwarded, it is considered as a new message and its age is reset. If you are concerned that users may forward messages in an attempt to circumvent the message-retention policy, consider enabling the Message Recording Expiration feature. The message recording and transcription (if any) expire based on the date when the original copy of the message has arrived, regardless of user forwarding. By default, the Message Recording Expiration feature is not enabled. Enabling and Configuring Message Recording Expiration in Unity Connection Step 1 In Cisco Unity Connection Administration, expand Message Storage> Message Aging and select Message Recording Expiration. System Administration Guide 118 Message Storage Customizing the Message Aging Alert Text in Unity Connection

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Step 2 On the Edit Message Recording Expiration page, specify the number of message expiry days and check the Enabled check box. (For more information on each field, see Help> This Page). Step 3 Specify the number of message expiry days for a video messages in Video Message Recordings Expire in field (For more information on each field, see Help> This Page). Step 4 Select Save. The Message Recording Expiration feature does not apply to messages that have been forwarded to personal email addresses or to message recordings that have been saved locally to user workstations. Note To prevent users from saving local copies or forwarding voice messages to personal email addresses, consider configuring Unity Connection to mark all messages as secure. Unity Connection applies the Message Recording Expiration feature to messages in the mailboxes of recipients that are homed on the Unity Connection server. For example, if User A homed on Unity Connection server A sends a message to User B homed on Unity Connection server B, the message is subject to message expiration only if the Message Recording Expiration feature is enabled on server B. System Administration Guide 119 Message Storage Enabling and Configuring Message Recording Expiration in Unity Connection

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C H A P T E R 10 Networking Each Unity Connection server (or cluster) has a maximum number of users that it can serve. When the messaging needs of your organization require more than one Unity Connection server or cluster; you need a way to combine multiple Unity Connection servers or connect Unity Connection with Cisco Unity in a network to allow the connected servers communicate with each other. The servers that are joined to the network are referred to as locations. You can use either of the following ways to setup a network: • VPIM (Voice Profile for Internet Mail) Network: Involves creating a network of different locations, such as Unity Connection and Cisco Unity based on VPIM protocol that allows different voice messaging systems to exchange voice and text messages over the Internet or any TCP/IP network. For more information on VPIM network, see the "VPIM Networking in Cisco Unity Connection" chapter of the Networking Guide for Cisco Unity Connection Release 15 available at https://www.cisco.com/c/en/us/ td/docs/voice_ip_comm/connection/15/networking/guide/b_15cucnetx.html. • Legacy Network: Involves creating a network of different locations, such as Unity Connection and Cisco Unity using intrasite and intersite links. For more information on legacy network, see the Networking Guide for Cisco Unity Connection Release 15 available at https://www.cisco.com/c/en/us/td/docs/voice_ ip_comm/connection/15/networking/guide/b_15cucnetx.html. • HTTPS Network: Involves creating a network of different locations, such as Unity Connection and VPIM using the HTTPS link. For more information on HTTPS network, see the HTTPS Networking Guide for Cisco Unity Connection Release 15 available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/ connection/15/https_networking/guide/b_15cuchttpsnet.html. A Cisco Unity location cannot be connected in an HTTPS network. Note • Cisco Unity Connection Survivable Remote Site Voicemail Network: Involves creating a network of multiple branches (Unity Connection SRSV) and central (Unity Connection) location based on client-server architecture. Cisco Unity Connection Survivable Remote Site Voicemail (Unity Connection SRSV) is a backup voicemail solution that allows you to receive voice messages during WAN outages. For more information on Unity Connection SRSV, see the Complete Reference Guide for Cisco Unity Connection Survivable Remote Site Voicemail (SRSV) for Release 15 available at https://www.cisco.com/c/en/us/td/ docs/voice_ip_comm/connection/15/srsv/guide/b_15cucsrsvx.html. • Legacy Links, on page 122 • Branch Management, on page 123 • HTTPS Links, on page 124 • Locations, on page 124 • VPIM, on page 124 System Administration Guide 121

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• Connection Location Passwords, on page 125 Legacy Links Legacy links include intrasite and intersite links. In a legacy or digital network, you can create, edit, or delete an intrasite or an intersite link. Intrasite Links You can connect multiple Unity Connection locations in an organization through an intrasite link. The network of locations connected through intrasite links is referred to as Unity Connection site. Configuring an Intrasite Link Step 1 In Cisco Unity Connection Administration, expand Networking > Legacy Links and select Intrasite Links. The Search Intrasite Links page appears displaying the currently configured intrasite links. Step 2 Configure an intrasite link (For information on each field, select Help > This Page.): • To add an intrasite link, select Join Site. On the Join Site page, enter the required information and select Auto Join Site or Upload based on the option that you select in the Method Used to Join Site field. • To edit an intrasite link, select the intrasite link that you want to edit. On the Edit Intrasite Link page, enter the required information and select Save. • To delete an intrasite link: On the Search Intrasite Links page, select the intrasite link that you want to delete. Select Remove Selected or Remove Self from Site. Intersite Links You can connect multiple Unity Connection sites through intersite links. Configuring an Intersite Link Step 1 In Cisco Unity Connection Administration, expand Networking > Legacy Links and select Intersite Links. The Search Intersite Links page appears displaying the currently configured intersite links. Step 2 Configure an intersite link (For information on each field, select Help > This Page.): • To add an intersite link, select Add. On the New Intersite Link page appears, enter the required information and select Link. • To edit an intersite link, select the intersite link that you want to edit. On the Edit Intersite Link page, enter the required information and select Save. System Administration Guide 122 Networking Legacy Links

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• To delete an intersite link: On the Search Intersite Links page, select the intersite link that you want to delete. Select Remove Selected. Branch Management Branch Management node allows you to perform various tasks, such as viewing branch synchronization results and updating branch information. Branches You can add one or more branches associated with a central Unity Connection location where each branch acts as a backup voicemail solution for receiving voice messages during WAN outages. Configuring a Branch Step 1 In Cisco Unity Connection Administration, expand Networking > Branch Management and select Branches. The Branch Listing page appears displaying the currently configured branches. Step 2 Configure a branch (For information on each field, select Help > This Page.): • To add a branch, select Add New. The New Branch page appears. Enter the required information and select Link. • To edit a branch, select the branch that you want to edit. On the Edit Branch page, enter the required information and select Save. • To delete a branch: On the Branch Listing page, select the branch that you want to delete. Select Deleted Selected. Branch Synch Results You can view the details, such as synchronization type and start date associated with the different branches connected to a central Unity Connection location. In Cisco Unity Connection Administration, expand Networking > Branch Management and then select Branch Synch Results. The Branch Synch Results page appears displaying the details of the currently configured branches. For information on each field, see Help> This Page. System Administration Guide 123 Networking Branch Management

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HTTPS Links HTTPS links allows you to create a network that is more scalable both in terms of number of Unity Connection locations and the total directory size. Configuring an HTTPS Link Step 1 In Cisco Unity Connection Administration, expand Networking > and then select > HTTP(S) Links. The Search HTTP(S) Links page appears displaying the details of the currently configured HTTPS links. Step 2 Configure an HTTPS link (For information on each field, select Help > This Page.): • To add an HTTPS link, select Add. On the New HTTP(S) Link page, enter the required information and select Link. • To edit an HTTPS link, select the HTTPS link that you want to edit. On the Edit HTTPS Link page, enter the required information and select Save. • To delete an HTTPS link: On the Search HTTP(S) Links page, select the HTTPS link that you want to delete. Select Remove Selected or Remove Self from Site. Locations You can view a brief description (type and display name) of all the locations connected to a Unity Connection location. To view the locations, in Cisco Unity Connection Administration, expand Networking and then select Locations. For information on each field, see Help> This Page. VPIM Unity Connection supports the Voice Profile for Internet Mail (VPIM) protocol, an industry standard that allows different voice messaging systems to exchange voice and text messages over the Internet or any TCP/IP network. Configuring an HTTPS Link Step 1 In Cisco Unity Connection Administration, expand Networking > and then select > HTTP(S) Links. The Search HTTP(S) Links page appears displaying the details of the currently configured HTTPS links. System Administration Guide 124 Networking HTTPS Links

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Step 2 Configure an HTTPS link (For information on each field, select Help > This Page.): • To add an HTTPS link, select Add. On the New HTTP(S) Link page, enter the required information and select Link. • To edit an HTTPS link, select the HTTPS link that you want to edit. On the Edit HTTPS Link page, enter the required information and select Save. • To delete an HTTPS link: On the Search HTTP(S) Links page, select the HTTPS link that you want to delete. Select Remove Selected or Remove Self from Site. Connection Location Passwords You can configure remote access to other Cisco Unity Connection Administration locations in the network by saving login credentials of all the locations on one location. Step 1 In Cisco Unity Connection Administration, expand Networking > and then select > Connection Location Passwords. The Search Enterprise Administration Passwords page displays the currently configured location passwords. Step 2 Configure a location password (For information on each field, select Help > This Page.): • To add a location password: Select the location from the Connection Location drop-down and enter the required information. Select Add New and then select Save. • To delete a location password: On the Search Enterprise Administration Passwords page, select the location for which you want to delete the credentials. Select Delete Selected. System Administration Guide 125 Networking Connection Location Passwords

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System Administration Guide 126 Networking Connection Location Passwords

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C H A P T E R 11 Messaging • • Overview, on page 127 • Basics of Messaging, on page 127 • Integrated Messaging, on page 139 • Unified Messaging, on page 145 Overview This chapter outlines the types of messages available in Cisco Unity Connection, how Unity Connection handles the recording, delivery, storage of messages, and the integrated messaging and unified messaging models. Basics of Messaging Unity Connection handles the recording, playback, storage, and delivery of different types of messages. Types of Messages Following are the different types of messages supported by Unity Connection: • Unidentified Voice Messages: The messages left by outside callers are unidentified or outside caller voice messages. The outside callers are non Unity Connection users or the users who are not signed in to Unity Connection. An outside caller can call the main phone number for the Unity Connection server and spell by name or enter an extension to reach the user using a handler, or can be directed to the user mailbox (or to a distribution list) through a call handler. If an outside callers calls a user extension and the user does not answer, the call gets forwarded to the voicemail and the caller leaves a voicemail. Unity Connection identifies the senders of these messages as unidentified callers. When an unidentified caller leaves a message, the From field of the message displays “UnityConnection@<servername>” in the Web Inbox or in an email client or an RSS reader, if applicable. Depending on whether the subject line has been customized, it displays the phone number of the caller, if it is available. Messages from outside callers can be forwarded to other users but cannot be replied to. System Administration Guide 127

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• User to User Voice Messages: The messages left by Unity Connection users to another users or distribution lists are identified or user to user voice messages. Users can reply or forward messages from other users. Consider a user calls another user extension, the called user does not answer and the call is forwarded to user mailbox where the caller leaves a voice message. In this case, if Identified User Messaging is enabled and supported by phone system, and the user calls from primary extension or an alternate device, Unity Connection recognizes that the calling extension is associated with a user or identified user. The identified user messaging is enabled by default. It can be disabled using the Disable Identified User Messaging Systemwide setting on the System Settings > Advanced > Conversations page. Unity Connection does not perform caller authentication or verification when an identified caller leaves a voicemail for another user. • Email Messages in Exchange Server: Users can access emails stored in the user mailboxes on an Exchange server. The Exchange emails can be accessed using the Text-to-Speech feature. For more information, see the Unified Messaging, on page 145 section. • System Broadcast Messages: The recorded announcements sent to everyone in an organization are system broadcast messages. Users must listen to each system broadcast message in its entirety before listening to other new and saved messages or changing setup options. They cannot fast-forward or skip a system broadcast message. For more information, see the Broadcast Messaging, on page 135 section. By design, system broadcast messages do not trigger message waiting indicators (MWIs) on user phones. Note • Text or HTML Notifications: Message notifications are sent in the form of text messages to email addresses, text pagers, and text-compatible mobile phones. When a new voicemail is delivered to users, they receive SMTP based HTML notifications. For more information, see the Notifications, on page 173 chapter. • Receipts: A user can request a read receipt when sending a message. The sender receives a message receipt when the recipient listens to the message. New receipts turn on the message waiting indicator on the user phone and can trigger message notifications. When a voice message cannot be delivered, if the sender is configured to accept receipts, Unity Connection alerts the sender with a nondelivery receipt (NDR). A user can re-send the NDR to a different recipient at a later time. The NDR contains a copy of the original message. • Interview Handler Messages: Interview handlers collect information from callers by playing a series of questions that you have recorded and then recording the answers offered by callers. When all the answers have been recorded, they are forwarded as a single voice message, with beeps separating the answers, to the recipient (user or distribution list) that you designate in the interview handler configuration. • Dispatch Messages: The dispatch message is sent to a distribution list with the message configured in such a way that only one user responds to that message. A user can accept, decline, or postpone the dispatch message. For more information, see the Dispatch Messages, on page 129 section. • Live Record Messages: The messages recorded during a live conversation between a user and a caller are the live record messages. The recorded messages are stored in the user mailbox. The user can access the messages at any time or forward it another user or group of users. For more information, see the Live Record, on page 134 section. System Administration Guide 128 Messaging Types of Messages

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Message Recording The audio format (or codec) used for recording a message is in the same format as used by playback devices. For example, if you listen to messages primarily on a phone system extension, you should configure Unity Connection to record messages in the same audio format that the phone system uses. For more information, see the Changing the Audio or Video Format of Recordings, on page 280 section. Configuring Termination Warning Prompt By default, Unity Connection plays a termination warning prompt before reaching the maximum allowable message length while callers record their messages. By default, the warning plays 15 seconds before the end of a recording, provided that the recording is not restricted to less than 30 seconds in length. Step 1 In Cisco Unity Connection Administration, expand System Settings and select Telephony. Step 2 On the Telephony Configuration page, enter the values of the following fields: • Minimum Recording Duration in Milliseconds for Termination Warning • Recording Termination Warning Time in Milliseconds • Select Save to apply the changes. If the system is temporarily unavailable to take your message, disable the Recording Termination Warning by setting the value to zero. Note Default Recipient Accounts The default users are created at the time of installation. The users can be modified but cannot be deleted. Following are the three default users that are responsible for message delivery and retrieval of messages when callers are routed to one of the default call management objects: • Operator: By default, the mailbox of the Operator user stores the messages left for Operator call handler. You should either assign a user to monitor this mailbox or reconfigure the Operator call handler to send messages to a different user or system distribution list. • UndeliverableMessagesMailbox: By default, this mailbox is the only member of the Undeliverable Messages distribution list. You should either assign a user to monitor this mailbox or add a user to the Undeliverable Messages distribution list to monitor and reroute (as appropriate) any messages that are delivered to the list. • Unity Connection Messaging System: By default, this mailbox acts as a surrogate sender for unidentified messages or messages from unidentified callers. Dispatch Messages Dispatch messaging is useful when a team is available to respond to messages and only one member of the team is required to respond. Following are the ways to handle dispatch messages: System Administration Guide 129 Messaging Message Recording

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• If a user selects to accept a message, all other copies of the message are removed from the mailboxes of the other members of the distribution list, regardless of whether the other users have listened to or postponed the message. • If a user selects to postpone the message, it remains as an unread message in the mailbox of that user and in the mailboxes of the other members of the distribution list. • If the user selects to decline the message, it is removed from the mailbox of that user but copies of the message remain as unread in the mailboxes of the other members of the distribution list. • If there is only one copy of the dispatch message remaining and no user has yet selected to accept the message, the final user whose mailbox it is in must accept it. That user is not given the option to decline the message. Configuring Dispatch Messages Step 1 In Cisco Unity Connection Administration, expand Call Management and select System Call Handlers. Step 2 On the Search Call Handlers page, in the System Call Handlers table, select the applicable call handler. Step 3 On the Edit Call Handler Basics page, in the Edit menu, select Message Settings. Step 4 On the Edit Message Settings page, under Message Recipient, select a distribution list as the recipient and check the Mark for Dispatch Delivery check box. Select Save. Configuring Dispatch Messaging for Interview Handlers Step 1 In Cisco Unity Connection Administration, expand Call Management and select Interview Handlers. Step 2 On the Search Interview Handlers page, in the Interview Handlers table, select the applicable interview handler. Step 3 On the Edit Interview Handler Basics page, under Message Recipient, select a distribution list as the recipient and check the Mark for Dispatch Delivery check box. Select Save. Dispatch Messaging Limitations and Behavior Following are the limitations and behavior of dispatch messaging: • Only voice messages can be flagged for dispatch. • The handling of dispatch messaging is supported only over the phone interface. If you handle the dispatch messages from any other client interface, such as Web Inbox or Cisco Unified Personal Communicator, the user cannot postpone, accept, or decline the message. The handling of dispatch messaging is not supported with Visual Voicemail. Note • The dispatch messages are not synchronized between Unity Connection and Exchange server if single inbox has been configured. For information on single inbox, see the Unified Messaging, on page 145 section. System Administration Guide 130 Messaging Configuring Dispatch Messages

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• The dispatch messages can never be transcribed even if SpeechView has been enabled for the recipients. • A user can delete the last copy of a dispatch message using Web Inbox or Cisco Unified Personal Communicator. • During playback of a dispatch message, if a user presses the phone keypad key that is mapped to the “skip” or “delete” menu options, Unity Connection interprets the “skip” key press as “postpone,” and the “delete” key press as “decline.” • The recipient who accepts the dispatch message is the only user to have a copy of that message in his/ her mailbox. The recipient can select to hear the dispatch messages first, during the playback of all voice messages using phone interface. • The copy of a dispatch message is not stored in the Deleted Items folder if the recipient declines a dispatch message. • A dispatch message once accepted by a user is treated as a general voice message. Therefore, a dispatch message once accepted cannot be forwarded to another user. The message is presented to the phone interface like a voice message and not announced as a dispatch message. • If message notification rules are configured for dispatch messages, by the time users receive the notification and call in to retrieve the message, the accepted dispatch messages are gone from the recipient mailboxes. • The dispatch messaging is not supported for digital networking. For more information on digital networking, see the Networking, on page 121 chapter. • For a Unity Connection cluster configuration, two different users can call into the publisher and subscriber servers to accept the same dispatch message if the cluster is stuck in a split brain condition. The split brain condition refers to the time when both publisher and subscriber servers are stuck in Primary state. After the split brain condition has been resolved, the user who last accepted the dispatch message is the final recipient and the message is removed from the mailbox of the other user. Message Delivery When a message is delivered by Unity Connection, the recipient is either the Unity Connection Messaging system for unidentified messages or the recipient listed in the identified messages. Message Delivery and Sensitivity Settings The message delivery and sensitivity settings allow the users to control the delivery time of a message, the users who can access it, and if the messages can be forwarded to other users. Following are the message delivery and sensitivity options for users and outside callers: • Urgent: The urgent messages are delivered before other messages. The users who are signed in to the mailboxes can always mark a message urgent. • Private: A private message can be send to any user but it cannot be forwarded using phone, Messaging Inbox, Web Inbox, ViewMail for Outlook, or ViewMail for Notes. The identified messages can always be marked private and can be saved as .wav files. • Secure: Only Unity Connection users can receive secure messages. The secure messages can be played or forwarded using phone, Messaging Inbox, Web Inbox, or ViewMail for Outlook 8.5. The identified messages can be marked secure but cannot be saved as .wav files. System Administration Guide 131 Messaging Message Delivery

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• Future delivery: A user can mark a message for future delivery to a recipient using the touchtone conversation or the voice recognition conversation. Unity Connection waits to send the message on the day and time that the user specifies. Once future delivery is set on the message, the user can cancel the future delivery as long as the user has not yet selected the option to send the message. An administrator can cancel the pending messages set for future delivery using the delete cuc futuredelivery CLI command. The unidentified callers or users who are not signed in to mailboxes, can mark a message urgent, private, or secure depending on the user or user template settings. If any other Unity Connection user calls a user extension and the user does not answer. Unity Connection identifies the caller as unidentified callers. The message delivery and sensitivity settings can be managed in either of the following ways: • In Cisco Unity Connection Administration> Users> Users> select a user> Edit> Message Settings> select the desirable action under the Message Urgency, Message Security, and Message Sensitivity fields. • In Cisco Unity Connection Administration> Templates> User Template> select a user template> Edit> Message Settings> select the desirable action under the Message Urgency, Message Security, and Message Sensitivity fields. Message Delivery Issues Following are the information pertaining to message delivery issues: • If a message failed to be delivered to a recipient that the caller intended to reach, the message is sent to the Undeliverable distribution list. Unity Connection sends a non delivery receipt (NDR) to the sender if the sender is configured to accept NDRs. NDRs are not send if the sender is an unidentified caller or the mailstore of the recipient is offline. Note If the original message is malformed, the message is not sent to Undeliverable distribution list. The message is instead sent to the MTA bad mail folder (UmssMtaBadMail). • If the Unity Connection components involved in message delivery are unavailable, the recorded messages are queued and delivered when the components are available. For example, if a mailbox store is disabled, messages are held in queue, and delivered once the mailbox store is enabled again. For single inbox configuration, if network or other conditions are slow and prevent attempts to retrieve messages from Exchange, Unity Connection announces to users that email is unavailable. The time period that Unity Connection waits for a response from Exchange is four seconds by default. This can be configured in Cisco Unity Connection Administration> System Settings> Advanced> Unified Messaging Services> the TTS and Calendars: Time to Wait for a Response (in seconds) field. The messages are held in queue for delivery but they are not synchronized with Exchange mailboxes. The synchronization between Unity Connection and Exchange resumes once Exchange is available. • If a call is disconnected while users are in the process of sending, replying, or forwarding messages, the messages are handled in the way depending on user configuration. This configuration is specified in either of the following ways: System Administration Guide 132 Messaging Message Delivery Issues

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• In Cisco Unity Connection Administration> Users> Users> select a user> Edit> Send Message Settings> select the desirable action under the When a Call is Disconnected or the User Hangs Up field. • In Cisco Unity Connection Administration> Templates> User Templates> select a user template> Edit> Send Message Settings> select the desirable action under the When a Call is Disconnected or the User Hangs Up field. • If the mailbox quota is exceeded or the mailbox store size is exceeded, Unity Connection allows to record the message if the recipient mailbox has not exceeded the Send/ Receive Quota. For more information on mailbox quotas and mailbox store size, see the Controlling the Size of Mailboxes, on page 113 section of the Message Storage, on page 109 chapter. Message Actions The message actions for a user or user template determines how to handle the different types of messages received for a user. For more information, see the Message Actions, on page 276 section. Message Subject Line Formats Message subject lines are visible when users view and listen to messages in the Messaging Inbox, Web Inbox, or any other visual client that displays the message subject. Subject lines are not presented to users when they listen to voice messages by phone. For more information, see the Subject Line Formats, on page 207 section. Message Storage and Disk Capacity The message content is stored as .wav file on the Unity Connection server and the information about the messages is stored in a database. Message Deletion The users can delete messages using multiple methods, such as phone, Web Inbox, or Messaging Inbox. In addition to this, an administrator can also manage the message deletion to meet the disk capacity requirements and security needs. Following are the ways to delete messages: • The messages can be either soft deleted or hard deleted depending on the settings configured in Cisco Unity Connection Administration> Class of Service> class of service for the users> the Delete Messages without Saving to Deleted Items Folder check box under the Message Options field. If the check box is unchecked and a user deletes a message, then the deleted message moves to the Deleted Items folder. This action is referred to as soft delete. If the check box is checked and a user deletes a message, then the message is permanently deleted without sending any copy to Deleted Items folder. This action is referred to as hard delete. • The messages can be permanently deleted without any action required from the users who received them, using the message aging policies. For more information, see the Message Aging Policies, on page 116 section. System Administration Guide 133 Messaging Message Actions

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• The messages can be deleted using the Message File Shredding Level setting in the Messaging Configuration page in Cisco Unity Connection Administration> Advanced System Settings. This is a system wide setting that ensures copies of messages are securely deleted by shredding the messages the specified number of times when they are deleted. The shredding can be done only when they have been hard deleted. Message Access Users can access new and saved voice messages using a touchtone or voice recognition conversation over phone. You can specify whether users can access the deleted messages. The users may also gain access to voice messages using Web Inbox, Messaging Inbox, Cisco Unified Personal Communicator, RSS reader or other applications. For information on accessing voice messages using RSS reader, see the Enabling Insecure RSS Connections, on page 239 section. Depending on the unified messaging service accounts, users may access email messages in an external message store using phone. Live Record Live record allows users to record conversations while they talk to callers. The recorded conversation is stored as a message in the user mailbox and the user can review it later, or redirect it to another user or group of users. Operators in your organization may find live record particularly useful. Live record is supported only for Cisco Unified Communications Manager integrations. The live record does not work for users who have full mailboxes. When a user with a full mailbox tries to record a call, the recorded conversation is not stored as a message in the user mailbox. Configuring Live Record Step 1 Add a live record pilot number to Cisco Unified Communications Manager: a) In Cisco Unified Communications Manager Administration, expand Call Routing and select Directory Number. b) In the Find and List Directory Numbers page, select Add New. The Directory Number Configuration page appears. c) In the Directory Number field, enter the directory number of the live record pilot number. d) In the Route Partition field, select the partition that contains voicemail port directory numbers. e) In the Description field, enter a description. f) In the Voice Mail Profile field, accept the default of None. g) In the Calling Search Space field, select the calling search space that includes the partition with all voicemail port directory numbers. h) In the Forward All field, under Destination, enter the voicemail pilot number for the voice messaging ports. i) In the Forward All field, under Calling Search Space, select the calling search space that includes the partition with all voicemail port directory numbers and select Save. Step 2 (optional) Configure Cisco Unified Communications Manager conference settings: a) In Cisco Unified Communications Manager Administration, expand System and select Service Parameters. b) On the Service Parameters Configuration page, in the Server field, select the name of the Cisco Unified CM server. c) In the Service list, select Cisco CallManager. In the Clusterwide Parameters (Feature - Conference), in the Drop Ad Hoc Conference field, select When Conference Controller Leaves and select Save. System Administration Guide 134 Messaging Message Access

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Step 3 Create a routing rule for live record in Unity Connection: a) In Cisco Unity Connection Administration, expand Call Management and select Call Routing > Forwarded Routing Rules. b) On the Forwarded Routing Rules page, select Add New. c) On the New Forwarded Routing Rule page, enter a description in the Description field and select Save. d) On the Edit Forwarded Routing Rule page, in the Status field, select Active. e) In the Send Call To field, select Conversation. f) In the Conversation list, select Start Live Record and select Save. g) In the Routing Rule Condition section, select Add New. h) In the New Forwarded Routing Rule Condition page, select Forwarding Station. To the right of the Forwarding Station option, select Equals and enter the live record pilot number that you created in the To Add a Live Record Pilot Number to Cisco Unified CM field and select Save. Step 4 (optional) Adjust the live record beep interval: a) In Cisco Unity Connection Administration, expand System Settings and select Advanced > Telephony. b) In the Telephony Configuration page, enter value in the Live Record Beep Interval in Milliseconds field. (For more information on this field, see Help> This Page). c) Select Save. Step 5 Test the live record: a) From a user phone, dial an extension. b) After the dialed extension is answered, on the user phone, press the Confrn softkey to start a conference call. c) Dial the live record pilot number that you created in Cisco Unified Communications Manager. d) Press the Confrn softkey to join the Unity Connection live recorder with the conference call. e) After recording the phone conversation, hang up the user phone. Sign in to the voice mailbox for the user and listen to the recorded phone conversation. Broadcast Messaging System broadcast messages are different from regular voice messages in the following ways: • The users when sign in to Unity Connection using phone, immediately hear the number of broadcast messages they have and the system begins playing them. This happens even before users hear message counts for new and saved messages. • The sender of a broadcast message specifies the time for which the message is active. The system can broadcast the message till it is active. The message can be active for a day, week, month or for an indefinite time period. • The playback of a broadcast message can be interrupted by a user, for example, a user hangs up. The message plays again the next time when the user signs in to Unity Connection using phone. • The broadcast message can either be replayed or permanently deleted after a user has finished playing a system broadcast message. Users cannot respond to, forward, or save broadcast messages. • The users can receive an unlimited number of system broadcast messages even when they exceed the mailbox size limits and are no longer able to receive other messages. This is because the storage of broadcast messages is not included in the total mailbox size for each user. System Administration Guide 135 Messaging Broadcast Messaging

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• The users can listen to broadcast messages only using phone. Other clients, such as RSS reader and Web Inbox cannot be used to listen to broadcast messages. • The single inbox messages are not synchronized between Unity Connection and Exchange server. • Unity Connection stops responding to voice commands during the playback of voice messages. When using the voice-recognition input style, users needs to use key presses to either replay or delete the broadcast message. Follow the given steps to configure broadcast messaging to users: 1. Set up a way for users to access the Broadcast Message Administrator. See the Enable Phone Access to the Broadcast Message Administrator section. 2. Enable user accounts or a template to send and update system broadcast messages. See the Enabling Sending and Updating Broadcast Messages section. Enable Phone Access to the Broadcast Message Administrator To send a system broadcast message, users sign in to the Broadcast Message Administrator, a special conversation that allows them to send and update system broadcast messages. You can give users access to the Broadcast Message Administrator using either of the following ways: • Configure a Custom Keypad Mapping conversation: The Custom Keypad Mapping tool can be configured to map a key to the Broadcast Message Administrator Conversation so that it is offered to users from the main menu. See the Custom Keypad Mapping Tool, on page 252 section. • Create a call handler: See the Creating a Call Handler to Send Users to the Broadcast Message Administrator, on page 136 section. • Set up a one-key dialing option: See the Setting Up a One Key Dialing Option to Send Users to Broadcast Message Administrator, on page 137 section. • Set up a phone number and routing rule: Set up a new phone number and then add a routing rule. See the Setting Up a Routing Rule to Send Users to Broadcast Message Administrator, on page 137 section. Creating a Call Handler to Send Users to the Broadcast Message Administrator A new call handler with unique extension is created to specify the Broadcast Message Administrator as the destination to which Unity Connection sends the user after hearing the greeting. Step 1 In Cisco Unity Connection Administration, expand Call Management and select System Call Handlers. Step 2 In the Search Call Handlers page, select Add New. Step 3 In the New Call Handler page, enter a display name and the extension that users can dial to reach the call handler. Select the call handler template on which to base the new call handler and select Save. Step 4 In the Edit Call Handler Basics page, in the Edit menu, select Greetings. Step 5 In the Greetings page, select the Standard greeting. Step 6 In the Edit Greeting page, in the Callers Hear section, select Nothing. Step 7 In the After Greeting section, select Conversation and then select Broadcast Message Administrator and select Save. System Administration Guide 136 Messaging Enable Phone Access to the Broadcast Message Administrator

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Setting Up a One Key Dialing Option to Send Users to Broadcast Message Administrator You can specify that Unity Connection sends a caller to the Broadcast Message Administrator when a caller presses a particular key during the greeting. To set up a one-key dialing option for accessing the Broadcast Message Administrator, use either of the following procedures: Step 1 In Cisco Unity Connection Administration, expand Call Management and select System Call Handlers. Step 2 In the Search Call Handlers page, select the applicable call handler. If you want to set up access to the Broadcast Message Administrator from the opening greeting, select the Opening Greeting call handler. Step 3 In the Edit Call Handler Basics page, in the Edit menu, select Caller Input. Step 4 In the Caller Input page, in the Caller Input Keys table, select the applicable phone keypad key. Step 5 In the Edit Caller Input page for the key that you have selected, check the Ignore Additional Input (Locked) check box. Step 6 In the Conversation section, select Broadcast Message Administrator and then select Save. Setting Up a One Key Dialing Option from a User Greeting to Access Broadcast Message Administrator Step 1 In Cisco Unity Connection Administration, expand Users and select Users. Step 2 In the Search Users page, in the Search Results table, select the applicable user. Step 3 In the Edit User Basics page, in the Edit menu, select Caller Input. Step 4 In the Caller Input page, in the Caller Input Keys table, select the applicable phone keypad key. Step 5 In the Edit Caller Input page for the key that you have selected, check the Ignore Additional Input (Locked) check box. Step 6 In the Conversation section, select Broadcast Message Administrator and then select Save. Setting Up a Routing Rule to Send Users to Broadcast Message Administrator Step 1 In Cisco Unity Connection Administration, expand Call Management > Call Routing and select Direct Routing Rules. Step 2 In the Direct Routing Rules page, select Add New. Step 3 In the New Direct Routing Rule page, enter a display name for the new routing rule and select Save. Step 4 In the Edit Direct Routing Rule page, confirm that the Status is set to Active. Step 5 In the Send Call To field, in the Conversation section, select Broadcast Message Administrator and select Save. Step 6 In the Routing Rule Conditions table, select Add New. Step 7 In the New Direct Routing Rule Condition page, in the Dialed Number section, select Equals and enter the phone number that has been set up for access to the Broadcast Message Administrator. Select Save. Step 8 In the Direct Routing Rule menu, select Direct Routing Rules. Make sure that the new routing rule is in an appropriate position in the routing table. Step 9 (optional) If you want to change the order of routing rules, select Change Order. In the Edit Direct Routing Rule Order page, select the name of the rule you want to reorder, and select the Up or Down arrow until the rules appear in the correct order. Select Save. System Administration Guide 137 Messaging Setting Up a One Key Dialing Option to Send Users to Broadcast Message Administrator

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Enabling Sending and Updating Broadcast Messages After configuring the Broadcast Message Administrator, you need to enable users to send or update broadcast messages using either of the following ways: Step 1 In Cisco Unity Connection Administration, expand Users and select Users. Step 2 In the Search Users page, select the applicable user. For more than one user, check the check boxes against the applicable users and select Bulk Edit. Step 3 In the Edit User Basics page, in the Edit menu, select Send Message Settings. Step 4 In the Send Message Settings page, under Broadcast Messages, check the applicable check boxes and select Save. (For more information on each field, see Help> This Page). Enabling Sending and Updating Broadcast Messages for User Templates Step 1 In Cisco Unity Connection Administration, expand Templates and select User Templates. Step 2 In the Search User Templates page, select the applicable user template. For more than one user template, check the check boxes against the applicable user templates and select Bulk Edit. Step 3 In the Edit User Template Basics page, in the Edit menu, select Send Message Settings. Step 4 In the Send Message Settings page, under Broadcast Messages, check the applicable check boxes and select Save. (For more information on each field, see Help> This Page). Importance of Broadcast Message Administrator The users allowed to send and update broadcast messages can use the Broadcast Message Administrator to do the following tasks: • Record and send one or more broadcast messages. • Define when a system broadcast message becomes active and for how long. The date and time reflect the time zone for the user who sends the message. If a sender hangs up or is disconnected while creating a broadcast message but before sending it, Unity Connection deletes the recording. Note The users allowed to update broadcast messages can use the Broadcast Message Administrator to do the following tasks: • Review active messages. If there is more than one active message, the Broadcast Message Administrator presents them in order based on the start date and time, starting with the newest messages. • Change the end date and time for active messages. • Change or add to a recording for future messages. System Administration Guide 138 Messaging Enabling Sending and Updating Broadcast Messages

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• Change the start date and time or the end date and time for future messages. (Note that the end date and time does not adjust automatically if senders change the start date and time but do not change the end date and time.) • Delete active and future messages. Changing Broadcast Message Administrator Defaults Default behavior for the Broadcast Message Administrator is controlled by settings on the System Settings > Advanced > Conversations page in Cisco Unity Connection Administration. Following are the changes you can make to the system defaults: • Retention Period: This indicates the time for which Unity Connection retains the expired broadcast messages on the server. By default, the .WAV file and any data associated with a message purges in 30 days. To change the retention period for expired broadcast messages, enter a number from one to 60 days. • Default Active Days: This indicates the number of days that a broadcast message remains active when the sender does not specify an end date and time. The default is 30 days. To change how long a message without an end date and time remains active, enter a number from zero (0) to 365 days. A value of zero (0) days means that messages that are sent without a specified end date and time remain active indefinitely. • Maximum Recording Length: This indicates the maximum length allowed for system broadcast messages. By default, senders can record messages up to 300,000 milliseconds (5 minutes) in length. To change the maximum recording length, enter a number from 60,000 (1 minute) to 36,000,000 (60 minutes) milliseconds. • Play Oldest Message First: This indicates the order in which broadcast messages are presented to users. By default, the check box is checked that plays the oldest message first. To play the newest message first, uncheck the check box. Integrated Messaging The model of messaging in which there are separate user accounts handle the voicemails and emails for a user is known as integrated messaging. The emails for a user are managed through the user mailbox on an email server and the voicemails for a user are managed through a user mailbox in Unity Connection. Unity Connection supports IMAP and SMTP protocols for integrated messaging. The SMTP protocol is used for sending messages to another users and IMAP protocol is used for retrieval of messages. SMTP Message Handling Unity Connection can receive and process SMTP messages generated by IMAP clients, for example, a voice message recorded in a Microsoft Outlook email client using ViewMail for Outlook. When an authorized IMAP client tries to send a message to Unity Connection through SMTP, the message is categorized as a voicemail, email, fax, or delivery receipt. The sender is mapped to a user and the message recipients are mapped to users or contacts by comparing the SMTP address in the message header to its list of SMTP proxy addresses. Unity Connection processes the message for each recipient under either of the given conditions: System Administration Guide 139 Messaging Changing Broadcast Message Administrator Defaults

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• If SMTP authentication is configured for IMAP client and SMTP address of the sender matches a proxy address or primary SMTP address for the authenticated user. • If SMTP authentication is not configured for the IMAP client and the SMTP address of the sender matches a proxy address or primary SMTP address for any Unity Connection user. Following are the types of recipient based on which Unity Connection processes the messages for each individual: • If the recipient maps to a VPIM contact, Unity Connection converts the message into a VPIM message, removing any attachment that is not allowed by the VPIM standard. Unity Connection either delivers the message to the specified VPIM location if the VPIM location is homed on the local server, or forwards it to another digitally networked Unity Connection server for delivery if the VPIM location is homed on that server. For more information on VPIM, see the Networking Guide for Cisco Unity Connection, Release 15, available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/networking/ guide/b_15cucnetx.html. • If the recipient maps to a user homed on the local server, Unity Connection performs the action specified on the Message Actions page of the profile for the user in Cisco Unity Connection Administration. For each type of message (voice, email, fax, or delivery receipt) you can configure whether the message is accepted and placed in the user mailbox on the Unity Connection server, relays the message to the user at an alternate SMTP address, or rejects the message and generates a non delivery receipt (NDR). • If the recipient maps to a user homed on a remote Unity Connection server, the message is relayed to the home server of the user that performs the action specified on the Message Actions page of the user profile. • If the recipient does not map to any of the above, Unity Connection either relays the message to the SMTP smart host or sends an NDR to the sender, depending on the option selected for the When a Recipient Cannot be Found setting on the System Settings > General Configuration page in Cisco Unity Connection Administration. By default, Unity Connection sends an NDR. If SMTP authentication is configured for the IMAP client and the SMTP address of the sender does not match a proxy address or the primary SMTP address for the authenticated user, the Unity Connection server returns an SMTP error that causes the message to remain in the client outbox. If SMTP authentication is not configured for the IMAP client and the SMTP address of the sender does not match any known user proxy address or primary SMTP address, Unity Connection places the message into the MTA bad mail folder (UmssMtaBadMail). Example Using IMAP and ViewMail for Outlook Consider an example of an organization ExampleCo. that uses Microsoft Outlook to access a Microsoft Exchange server for email. Each employee at the company receives corporate email at an address that follows the pattern firstname.lastname@example.com. ExampleCo wants employees to be able to use Outlook to access voice messages stored on the Unity Connection server. To allow employees to send, forward, or reply to voice messages in the Outlook client, ExampleCo deploys the Cisco Unity Connection ViewMail for Microsoft Outlook plugin. The Outlook client for each employee is configured to access the user account using IMAP. When Robin Smith at ExampleCo wants to send an email message to a coworker, Chris Jones, Robin composes a new email message to chris.jones@example.com. By default, Outlook is configured to route new email messages to the Microsoft Exchange server for delivery. Next, Robin wants to send Chris a voice message and selects the New Voice Message icon that opens the ViewMail for Outlook form. Robin again addresses System Administration Guide 140 Messaging Example Using IMAP and ViewMail for Outlook

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the message to chris.jones@example.com, records audio for the message, and selects the Send button. The voice message is routed to Unity Connection for delivery because ViewMail is configured to use Unity Connection IMAP accounts to send the messages. When Unity Connection receives the voice message, it searches the list of SMTP proxy addresses for robin.smith@example.com (the sender) and chris.jones@example.com (the recipient). Unity Connection delivers the message as a voice message from Robin Smith to Chris Jones because these addresses are defined as SMTP proxy addresses for the user profiles of Robin Smith and Chris Jones respectively. When Chris opens Outlook, the email message from Robin shows up as a new message in the Microsoft Exchange Inbox. The voice message from Robin, on the other hand, shows up as a new message in the Inbox of the Unity Connection account that Chris accesses using IMAP. If Chris replies to either message, the Outlook client automatically route the reply using the account in which Chris received the original message. Important Points for Deploying Integrated Messaging Following are the considerations when deploying IMAP clients to send and receive Unity Connection messages: • Use a firewall to protect the SMTP port from unauthorized access. The SMTP port and domain are listed on the System Settings > SMTP Configuration > Server page in Cisco Unity Connection Administration. • Configure Transport Layer Security for IMAP client connections in order to protect user passwords. • Configure the corporate email address of each user as an SMTP proxy address for the user. When setting up theUnity Connection IMAP account on user workstation, use the corporate email address of the user instead of the Unity Connection specific email address. In this way, users are insulated from changes to the Unity Connection-specific addresses if the SMTP domain is changed. • Create a separate Outlook address book for ViewMail users that is limited to the objects in the user search space if you are using search spaces to limit the objects that users can reach and do not want users to receive NDRs for unreachable objects. Task List for Configuring IMAP Access Follow the given steps to configure IMAP access to Unity Connection messages: 1. (optional) Do the following tasks if you plan to configure Unity Connection to relay messages for users to another SMTP server: Configure the SMTP smart host to accept messages from Unity Connection server. For more information, see the documentation for the SMTP server you are using. Configure Unity Connection to relay messages to smart host. For more information, see the Configuring Unity Connection to Relay Messages to a Smart Host section. Review the settings that control whether private or secure messages can be relayed. For more information, see the Configuring Message Relay Settings section. 2. Configure message actions for users or user templates. For more information, see the Configuring Message Actions for Users or User Templates section. 3. Configure SMTP proxy addresses for users who send or receive messages from IMAP clients. For more information, see the Configuring SMTP Proxy Addresses for Users or User Templates section. System Administration Guide 141 Messaging Important Points for Deploying Integrated Messaging

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Associate users with a class of service that offers a license to use an IMAP client to access voice messages. For more information, see the Enabling IMAP Client Access to Voice Messages for Users section. 5. Configure SMTP proxy addresses for VPIM contacts who may receive messages from IMAP clients. For more information, see the Configuring SMTP Proxy Addresses for Contacts section. 6. If you configured Transport Layer Security to be required or optional in the procedure in Task 7.: Configure the Unity Connection server to provide a secure IMAP Unity Connection, as described in the “Securing Cisco Unity Connection Administration, Cisco PCA, Cisco Unity Connection SRSV, and IMAP Email Client Access to Cisco Unity Connection” section in the “Using SSL to Secure Client/ Server Connections in Cisco Unity Connection” chapter of the Security Guide for Cisco Unity Connection, Release 15, available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/security/b_15cucsecx.html. 7. Configure Unity Connection to allow SMTP connections from IMAP clients. For more information. see the Configuring IMAP Client Access and Authentication section. 8. (optional) If you want to customize SMTP settings, do the steps as mentioned in the Configuring SMTP Message Parameters section. 9. Configure a supported IMAP client to access the SMTP messages in the user mailbox. For more information, see the “Configuring an Email Account to Access Cisco Unity Connection Voice Messages” chapter of the User Workstation Setup Guide for Cisco Unity Connection, Release 15 available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/user_setup/guide/b_15cucuwsx.html. Configuring Unity Connection to Relay Messages to a Smart Host Step 1 In Cisco Unity Connection Administration, expand System Settings> SMTP Configuration and select Smart Host. Step 2 In the Smart Host page, in the Smart Host field, enter the IP address or fully qualified domain name of the SMTP smart host server and select Save. (For more information on each field, see Help> This Page). The Smart Host can contain up to 50 characters. Note Configuring Message Relay Settings Step 1 In Cisco Unity Connection Administration, expand System Settings> Advanced and select Messaging. Step 2 Configure message relay settings (For information on each field, see Help> This Page): a) To mark the relay messages private, check the Allow Relaying of Private Messages check box. b) To mark the relay messages secure, check the Allow Relaying of Secure Messages check box and select Save. Unity Connection sends an NDR to the message sender when it receives a message that it cannot relay because the message is marked private or secure. Note System Administration Guide 142 Messaging Configuring Unity Connection to Relay Messages to a Smart Host

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Configuring Message Actions for Users or User Templates Step 1 In Cisco Unity Connection Administration, expand Users> Users and select the applicable user. To apply changes in user template, expand Templates> User Templates and select the applicable user template. Step 2 In the Edit menu of the user or user template, select Message Actions. Step 3 In the Edit Message Actions page, enter the values of the required fields and select Save. (For information on each field, see Help> This Page). Configuring SMTP Proxy Addresses for Users or User Templates Step 1 In Cisco Unity Connection Administration, expand Users> Users and select the applicable user. To apply changes in user template, expand Templates> User Templates and select the applicable user template. Step 2 In the Edit menu of the user or user template, select SMTP Proxy Addresses. Step 3 In the SMTP Proxy Addresses page, select Add New to add a new SMTP proxy address. Enter the values of the required fields and select Save. (For information on each field, see Help> This Page). Enabling IMAP Client Access to Voice Messages for Users Step 1 In Cisco Unity Connection Administration, expand Class of Service and select Class of Service. The Search Class of Service page appears displaying the currently configured class of services. Step 2 Select the class of service that you want to update. If you select more than one class of service, select Bulk Edit. Step 3 On the Edit Class of Service page, under Licensed Features, select the Allow Users to Access Voicemail Using an IMAP Client and/ or Single Inbox field. Check the applicable check boxes. (For more information on each field, see Help> This Page). Step 4 Select Save. Configuring SMTP Proxy Addresses for Contacts Step 1 In Cisco Unity Connection Administration, expand Contacts and select Contacts. Select the contact that you want to update. If you select more than one contact, select Bulk Edit. Step 2 On the Edit Contact Basics page, in the Edit menu, select SMTP Proxy Addresses. Step 3 On the SMTP Proxy Addresses page, select Add New to add an SMTP proxy address. Enter the address and select Save. Configuring IMAP Client Access and Authentication Step 1 In Cisco Unity Connection Administration, expand System Settings > SMTP Configuration, then select Server. The SMTP Server Configuration page appears. System Administration Guide 143 Messaging Configuring Message Actions for Users or User Templates

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Step 2 Configure IP address access list (For more information, see Help> This Page): a) In the Edit menu, select Search IP Address Access List. b) In the Search IP Address Access List page, select Add New to add a new IP address to the list. c) In the New Access IP Address page, enter an IP address and select Save. d) In the Access IP Address page, to allow connections from the IP address, check the Allow Unity Connection check box and select Save. Configuring SMTP Message Parameters You can configure Unity Connection to reject any incoming SMTP messages that are larger than a configurable total size or have more than a configurable number of recipients. Step 1 In Cisco Unity Connection Administration, expand System Settings> SMTP Configuration and select Server. Step 2 In the SMTP Server Configuration page, in the Limit Size of Message field, enter a number in kilobytes to limit the size of an individual message sent by an SMTP client. Step 3 In the Limit Number of Recipients per Message field, enter the number of recipients allowed per message and select Save. Configure SMTP client communication Over STARTTLS on Port 25 Unity Connection Release 14SU1 and earlier, supports secure SMTP client communication. You can configure Unity Connection to support secure SMTP client interface using STARTTLS. Step 1 To enable Secure SMTP client feature, execute run cuc dbquery unitydirdb update tbl_configuration set valuebool='1' where name ='SmtpSecureClientEnabled' CLI command. By default this feature is disabled. Step 2 In Cisco Unity Connection Administration, expand System Settings> SMTP Configuration and select Server. Step 3 (Applicable to both Server and Client side configuration) On SMTP Server Configuration page check option Allow Connections From Untrusted IP Addresses. Make sure the value of field Transport Layer Security From Untrusted IP Addresses is is same on client and SMTP Smart Host. Cisco Unity Connection and SMTP client communication will be at port 25 using STARTTLS. Note Step 4 Select Save to apply the changes. Over STARTTLS on Port 25 and 587 using Authentication Support Unity Connection Release 14SU2 and later, supports secure SMTP client communication over port 25 and 587 using Authentication support. You can configure Unity Connection to support secure SMTP client interface using STARTTLS on port 587. You can also authenticate SMTP client interface using username and password. System Administration Guide 144 Messaging Configuring SMTP Message Parameters

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Step 1 Server side configuration: a) In Cisco Unity Connection Administration, expand System Settings> SMTP Configuration and select Server. b) You can choose SMTP Port that Unity Connection uses for incoming and outgoing SMTP connections between 25 and 587. c) Select other fields on SMTP Server Configuration page as per requirement. d) Select Save to apply the changes. (For more information on each field, see Help> This Page). e) For changes to take effect, you must restart the Connection SMTP Server service in Cisco Unity Connection Serviceability. If a Connection cluster is configured, restart the service on both nodes. Step 2 Client side configuration: a) In Cisco Unity Connection Administration, expand System Settings> SMTP Configuration and select Smart Host. b) To enable Secure SMTP client feature, check option Enable Secure Client. c) You can choose secure port between 25 and 587 using Host Port field if Enable Secure Client option is checked. d) To enable authentication support, check the Use Authentication option and enter the details of password protected Smart Host. You must enter username and password if this option is checked. e) Select Save to apply the changes. (For more information on each field, see Help> This Page). f) For changes to take effect, you must restart the Connection SMTP Server service in Cisco Unity Connection Serviceability. If a Connection cluster is configured, restart the service on both nodes. Unified Messaging The model of messaging in which different types of messages are integrated into a single interface and accessible from variety of devices is known as unified messaging. The voicemails, emails, and faxes are all stored in a single message store, for example, an Exchange mailbox store. The voice messages in the supported mail servers are synchronized with the user mailbox in Unity Connection. Unity Connection is supported to be integrated with the following servers: • Microsoft Exchange 2019, 2016. • Microsoft Office 365 • Gmail Server. The unified messaging, also known as the single inbox feature also supports access to Exchange calendars and contacts, transcription of voice messages, notification of upcoming meeting over phone, and many other features. For more information on configuring unified messaging and the supported features, see the Unified Messaging Guide for Cisco Unity Connection, Release 15 available at https://www.cisco.com/c/en/us/td/docs/ voice_ip_comm/connection/15/unified_messaging/guide/b_15cucumgx.html. Cisco Voicemail for Gmail Unity Connection 15 and later provides a new way to users for accessing the voicemails on their Gmail account. For this, you need to configure unified messaging with Google Workspace to synchronize the voicemails between Unity Connection and Gmail server. System Administration Guide 145 Messaging Unified Messaging

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Cisco Voicemail for Gmail provides a visual interface for an enriched experience with voicemails at Gmail. With this extension, user can perform the following : • Compose a voicemail from within Gmail. • Play the received voicemail without the need of any external player. • Compose a voicemail in reply-to a received message. • Compose a voicemail while forwarding a received message. Follow below steps for using chrome extension: 1. Administrator should configure Unified Messaging with Google Workspace using steps mentioned in Task List for Configuring Unified Messaging with Google Workspace section of the "Configuring Unified Messaging" chapter of the Unified Messaging Guide for Cisco Unity Connection Release 15 available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/unified_messaging/guide/b_ 15cucumgx.html. 2. Administrator should add SMTP proxy addresses for Unified Messaging users in Unity Connection by following below steps: • Login Cisco Unity Connection Administration. • On the Edit Users Basics page, enter user's Gmail ID in Corporate Email Address field. • Enable Generate SMTP Proxy Address From Corporate Email Address checkbox corresponding to user. 3. Users can now configure and use the chrome extension. For more information, see the Quick Start Guide for Cisco Voicemail for Gmail available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/ connection/vmg/quick_start/guide/b_cucqsvmgchrext.html. Steps to configure Cisco Voicemail for Gmail chrome extension cannot be performed in bulk by Administrator. Note System Administration Guide 146 Messaging Cisco Voicemail for Gmail

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C H A P T E R 12 LDAP • Overview, on page 147 • Integrating Unity Connection with an LDAP Directory, on page 147 • Task List for Configuring LDAP, on page 148 • Editing LDAP Directory Configuration, on page 157 • Changing LDAP Integration Status, on page 159 Overview When you are using an LDAP compliant directory as your corporate directory and do not want to separately maintain basic user information in Cisco Unity Connection, you can use the LDAP integration feature. The LDAP integration in Unity Connection involves: • Creating Unity Connection users by importing user data from an LDAP directory. • Configuring Unity Connection to periodically synchronize the users with the user data in an LDAP directory. • Authenticating Unity Connection users against the user data in an LDAP directory. An LDAP authenticated user uses the LDAP password as the web application password to log in to Unity Connection web applications. For a list of the LDAP directories that are supported for use with Unity Connection, see the “Requirements for an LDAP Directory Integration” section in System Requirements for Cisco Unity Connection Release 15 available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/requirements/b_ 15cucsysreqs.html. Integrating Unity Connection with an LDAP Directory If a Unity Connection server is integrated with a Cisco Unified CM phone system and you want to integrate both the servers with an LDAP directory, you must separately integrate each server with the LDAP directory. Integrating only one of the servers with an LDAP directory is not sufficient to allow the other server to synchronize or authenticate to the LDAP directory. See the related links: System Administration Guide 147

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• For information on integrating Cisco Unified CM with an LDAP directory, see the “LDAP System Setup” chapter of the Cisco Unified Communications Manager Administration Guide for the required release, available at http://www.cisco.com/c/en/us/support/unified-communications/unified-communications-manager-callmanager/products-maintenance-guides-list.html. • For information on integrating Unity Connection with an LDAP directory, see the Task List for Configuring LDAP section. Task List for Configuring LDAP This section contains a list of tasks that you must follow to ensure successful LDAP integration in a Unity Connection server: System Administration Guide 148 LDAP Task List for Configuring LDAP

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In case of a cluster, you perform all the LDAP configuration tasks only on the publisher server. 1. Activate the Cisco DirSync service in Unity Connection to access an LDAP directory. See the Activating Cisco DirSync Service section. 2. Enable LDAP synchronization. See the Enabling LDAP Synchronization section. 3. Add one or more LDAP directory configurations that define the LDAP directory and user search bases in which Unity Connection accesses data, and import data from the LDAP directory in to a Unity Connection server. See the Configuring LDAP Directory Configurations section. 4. (Optional) If the phone numbers stored in the LDAP directory are not in the same format as the extensions that you want to use in Unity Connection, specify a regular expression that converts phone numbers into extensions when you import LDAP data into Unity Connection. See the Converting Phone Numbers into Extensions section. 5. (Optional) If you want to use SSL to encrypt the usernames and passwords that are sent to the LDAP server for authentication, export an SSL certificate from the applicable LDAP servers, and upload the certificates on the Unity Connection server. See the Uploading SSL Certificates on the Cisco Unity Connection 9.x Server section. 6. (Optional) Configure LDAP authentication if you want to authenticate the username and web application password of a Unity Connection user. See the Configuring LDAP Authentication in Unity Connection section. 7. You can add new Unity Connection users linked to the user data in LDAP directory or integrate existing Unity Connection users with the LDAP user data. Do the following steps: Select the user search bases that you specify when you create LDAP directory configurations. See the Selecting the LDAP Users to Import into Unity Connection section. If you need to determine whether a Unity Connection user is integrated with an LDAP directory, see the Determining if a Unity Connection User is Integrated with an LDAP Directory section. (Optional) You need to specify one or more LDAP filters if the user search bases are not sufficient enough to control the LDAP users that are synchronized with Unity Connection users. See the Filtering LDAP Users section. You can use either of the following tools to import user data from an LDAP directory: The Bulk Administration Tool is used to add new Unity Connection users by importing the LDAP user data information into a comma separated value (CSV) file. Importing from a CSV file can be useful for transferring information from an LDAP directory to Unity Connection. For more information, see the Changing LDAP Integration Status and the Integrating Existing Unity Connection User Accounts with LDAP User Accounts Using Bulk Administration Tool sections. The Import Users tool is used to add new Unity Connection users by importing the user data from an LDAP directory. For more information, see the Creating Unity Connection Users from LDAP Data Using the Import Users Tool section. Note System Administration Guide 149 LDAP Task List for Configuring LDAP

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Activating Cisco DirSync Service Step 1 In Cisco Unified Serviceability, expand Tools and select Service Activation. Step 2 On the Service Activation page, select the Unity Connection server in the Server drop-down field. Step 3 In the Directory Services list, check the Cisco DirSync Service check box. Step 4 Select Save and OK to confirm the activation of this service. Enabling LDAP Synchronization Enable LDAP synchronization to specify the LDAP directory with which Unity Connection integrates to get basic information from the LDAP directory. Step 1 In Cisco Unity Connection Administration, expand System Settings > LDAP and select LDAP Setup. Step 2 To configure LDAP synchronization, do the following steps on the LDAP Setup page (For information on each field, see Help> This Page): a) Check the Enable Synchronizing from LDAP Server check box. b) Select the LDAP server type in the LDAP Server Type list. c) In the LDAP Attribute for User ID list, select the attribute in the LDAP directory from which you want the data to appear in the Alias field in Unity Connection. If you select an attribute other than sAMAccountName, when users sign in to Cisco PCA, an IMAP client, or Web Inbox, they must enter the Unity Connection alias and LDAP password. Caution If you later need to change the attribute in LDAP Attribute for User ID list after creating LDAP directory configurations on the LDAP Directory page, you must delete all LDAP directory configurations, change the value, and re-create all the LDAP directory configurations. For more information, see the Changing the LDAP Field Mapped to the Alias Field section. Caution Step 3 Select Save. (Applicable to Cisco Unity Connection 12.5SU7 and later releases) If you choose LDAP Attribute for User ID, mail as Alias field then the relay address will be selected as %Email%@ldap.com in User Templates

Message Actions by default. If Alias field contains @ldap.com then it will be truncated so that the valid email address is saved in database while creating users. Note Configuring LDAP Directory Configurations If you want to import the user data from LDAP directory into Unity Connection, do the following steps for each user search base in the LDAP directory. Step 1 In Cisco Unity Connection Administration, expand System Settings > LDAP > and select LDAP Directory Configuration. System Administration Guide 150 LDAP Activating Cisco DirSync Service

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Step 2 On the Find and List LDAP Directory Configurations page, select Add New to add a new LDAP directory configuration. Step 3 To configure the LDAP Directory Configuration, do the following steps on the LDAP Directory Configuration page (For more information on each field, see Help> This Page): a) Enter the values in all the required fields. b) If you specify an LDAP filter, LDAP filter syntax is checked. If the syntax is invalid, an error message appears. c) If you uploaded SSL certificates to the Unity Connection server in the Uploading SSL Certificates on the Cisco Unity Connection 9.x Server section, check the Use SSL check box for every LDAP server that you specify in the Host Name or IP Address for Server field. Step 4 Select Save and select Perform Full Sync Now. Step 5 To add another LDAP directory configuration for another user search base, select Add New, and repeat Step 2 through Step 4 When importing users from LDAP, the user gets successfully imported into the end user table. However, when the user is imported into the tbl_user from end user table, the synchronization fails if the middlename has value more than 12 bytes. Note Converting Phone Numbers into Extensions If the phone numbers in LDAP directory do not match the Extension field in Unity Connection, you need to add a regular expression and a replacement pattern that converts the phone numbers into extensions. If you use the Bulk Administration Tool to add users by exporting the user data to a CSV file, edit the CSV file, and import the edited file. During this process, you can open the CSV file in a spreadsheet application and possibly create a formula that is more effective than the regular expression. Consider the following points when converting phone numbers in LDAP directory into extensions in Unity Connection: • Phone numbers are converted to extensions only at the time when you first synchronize Unity Connection data with LDAP data. Later on, during the scheduled LDAP synchronizations, the extension is not overwritten by any changes in the phone number. • Unity Connection automatically removes non-numeric characters from a phone number, therefore it is not required to add a regular expression for non-numeric characters. • You can often specify more than one combination of regular expression and replacement pattern that produces the same result. Unity Connection uses the regular expression package of the Java library. Table 8: Examples for Converting LDAP Phone Numbers to Unity Connection Extensions lists some examples of the conversions that are possible with the expanded functionality. Table 8: Examples for Converting LDAP Phone Numbers to Unity Connection Extensions Replaceme Regular Expression for LDAP Phone Number Pattern Example Conversion Operation $1 (.) Use LDAP phone number as Unity Connection extension $1 .(\d{4}) Use the last four digits of LDAP phone number as Unity Connection extension System Administration Guide 151 LDAP Converting Phone Numbers into Extensions

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Replacement P Regular Expression for LDAP Phone Number Pattern Example Conversion Operation $1 (\d{4}).* Use the first four digits of LDAP phone number as Unity Connection extension. $18 ^(.) Append 8 to the end of LDAP phone number 9$1 .(\d{4}) Append 9 to the left of the last four digits of LDAP phone number $18 (.) Append 88 to the end of LDAP phone number $1555$2 (\d{3}).(\d{4}) Use the digits 555 between the first three digits and the last four digits of LDAP phone number $1 \d{3,6}(\d{4}) Use the last four digits of LDAP phone number as Unity Connection extension if LDAP phone number is between seven and ten digits long $1 206.*(\d{4}) Use the last four digits of LDAP phone number as Unity Connection extension if LDAP phone number starts with 206 +9$1 (.+) Prepend +9 to the left of the LDAP phone number 85$1 \d{5}(\d{5}) Prepend 85 to the left of the rightmost 5 digits of LDAP phone number if LDAP phone number is 10-digit long $1 011(\d{10}) Remove the leftmost three digits of LDAP phone number if LDAP phone number is 13 digits long and the first three digits are 011 52$1 206\d{3}(\d{4}) Remove the leftmost six digits of LDAP phone number and then prepend 52 to the remaining digits if LDAP phone number is 10 digits long and the first three digits are 206 Adding a Regular Expression and Replacement Pattern Step 1 In Cisco Unity Connection Administration, expand System Settings > LDAP and select Phone Number Conversion. Step 2 On the Phone Number Conversion page, enter the values in the required fields. (For information on each field, see Help> This Page). Step 3 Select Save. Uploading SSL Certificates on the Cisco Unity Connection 9.x Server If you want to use SSL to encrypt data transmitted between the LDAP server and the Unity Connection server, check the Use SSL check box for each LDAP server that you configure for synchronization. To upload SSL certificates, do the following procedure. Step 1 Export the SSL certificates from the following LDAP servers: System Administration Guide 152 LDAP Adding a Regular Expression and Replacement Pattern

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• Each LDAP server with which Unity Connection should synchronize data. • Each LDAP server that Unity Connection user should access to authenticate user sign-ins. • Each redundant LDAP server which you want Unity Connection to synchronize or authenticate. Step 2 In Cisco Unified Operating System Administration, expand Security and select Certificate Management > . Step 3 To upload the SSL certificate you exported in Step 1, do the following steps: • Select the Upload Certificate/ Certificate chain option. • Select tomcat-trust from the Certificate Purpose drop-down list. • Select Browse in the Upload File field to upload the SSL certificate. • Restart the Cisco DirSync and Cisco Tomcat services to avoid failures in LDAP synchronization and authentication. Step 4 To restart Cisco DirSync service, do the following steps: • In Cisco Unified Serviceability, expand Tools and select Service Activation. • On the Service Activation page, uncheck the Cisco DirSync service field and select Save. • Check the Cisco DirSync service field and select Save. To restart the Cisco Tomcat service, run the CLI command utils service restart Cisco Tomcat. Configuring LDAP Authentication in Unity Connection The LDAP directories supported for LDAP synchronization are also supported for LDAP authentication. LDAP authentication authenticates Unity Connection user data against the user data in the LDAP directory, so that: • Passwords that allow Unity Connection users gain single sign-on access on Unity Connection web applications, such as Cisco Unity Connection Administration and Cisco PCA. • Passwords that are required to sign in to IMAP email applications to access Unity Connection voicemails. If LDAP authentication is enabled, the web application password field does not appear in Cisco Unity Connection Administration and can only be managed from the LDAP directory. The voicemail passwords used to access Unity Connection voicemails from telephone user interface (TUI) are authenticated against the Unity Connection database. The passwords or PINs can be managed using phone interface or Messaging Assistant web tool. The administrator account that is used to sign in to Cisco Unified Operating System Administration, Disaster Recovery System, and the command line interface cannot be configured for LDAP integration. Note Step 1 In Cisco Unity Connection Administration, expand System Settings > LDAP and select LDAP Authentication. System Administration Guide 153 LDAP Configuring LDAP Authentication in Unity Connection

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Step 2 On the LDAP Authentication page, do the following steps (For information on each field, see Help> This Page): a) Check the Use LDAP Authentication for End Users check box. b) Enter the values in all other fields. c) If you change the value of the Host Name or IP Address for Server field and if the IMAP clients are accessing Unity Connection, you need to restart the Unity Connection IMAP Server service. If other web applications are accessing Unity Connection, restart the server. d) If you uploaded SSL certificates to the Unity Connection server in the Uploading SSL Certificates on the Cisco Unity Connection 9.x Server section, check the Use SSL check box. Step 3 Select Save. Selecting the LDAP Users to Import into Unity Connection Consider the following points when importing LDAP user accounts into Unity Connection: • Before importing users into Unity Connection, check the LDAP directory that integrates with Unity Connection. • You can create up to 20 LDAP directory configurations to specify the users in the LDAP directory you want to import into Unity Connection. For each LDAP directory configuration, specify a user search base in which Unity Connection should search for user accounts. • Unity Connection imports all users that belong to the specified user search base, such as domain or Organization Unit in an LDAP directory tree. A Unity Connection server or cluster can only import LDAP data from subtrees with the same directory root, for example, from the same Active Directory forest. • After creating the LDAP directory configurations, synchronize Unity Connection data with data in the LDAP directory to import the LDAP data in to the Unity Connection server. The practical limit of users that can be imported into the Cisco Unified CM database is 120,000. The limit is not enforced by the synchronization process but importing a large numbers of LDAP users who do not become Unity Connection users. This reduces the amount of disk space available for messages and slows down the database performance causing the upgrades to take longer. Do not specify user search bases that causes more than 120,000 users to be imported into the Cisco Unified CM database during synchronization to avoid impact on Unity Connection performance. Caution You can synchronize the data of 160,000 users with LDAP directory. • Analyze the structure of your LDAP directory and determine whether you can specify five or less than five user search bases that: • Include the LDAP users that you want to import into Unity Connection. • Exclude the LDAP users that you do not want to import into Unity Connection. • Causes less than 60,000 users to be imported into the Cisco Unified CM database. System Administration Guide 154 LDAP Selecting the LDAP Users to Import into Unity Connection

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Directories Other than Active Directory If you are using an LDAP directory other than Microsoft Active Directory, you should specify one or more user search bases that include the smallest possible number of users to enhance the speed of synchronization, even when that means creating multiple configurations. If the root directory contains subtrees that you do not want Unity Connection to access (for example, a subtree for service accounts), do either of the following tasks: • Create two or more LDAP directory configurations and specify the search bases that you do not want Unity Connection to access. • Create an LDAP search filter. For more information, see the “Filtering LDAP Users” section of the “LDAP Directory Integration with Cisco Unity Connection” chapter of the Design Guide for Cisco Unity Connection Release 15, available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/ 15/design/guide/b_15cucdg.html. Active Directory You must create a separate LDAP directory configuration when using Active Directory or when the LDAP directory domain has several child domains. Unity Connection do not follow Active Directory referrals during synchronization. In this type of LDAP configuration, you must map the UserPrincipalName (UPN) attribute to the Unity Connection Alias field because UPN is unique across the forest in Active Directory. Unity Connection Intrasite and Intersite Networking Intrasite or intersite networking allows to network two or more Unity Connection servers that may be each integrated with an LDAP directory. When you are using intrasite or intersite networking, you may specify a user search base on one Unity Connection server that overlaps a user search base on another Unity Connection server. Be careful not to accidentally create duplicate Unity Connection users on different Unity Connection servers by importing the same LDAP user more than once. Regardless of how you create users, Unity Connection prevents you from creating two users with the same alias on the same Unity Connection server but does not prevent you from creating two users with the same alias on different Unity Connection servers in the same site or organization. Note In some cases, you may find it useful to create multiple Unity Connection users from the same LDAP user. For example, if you import the some of the LDAP administrator accounts into every Unity Connection server as Unity Connection users without voice mailboxes and use them as administrator accounts. This allows you to use LDAP synchronization and authentication for Unity Connection administrator accounts without creating one or more LDAP users for every Unity Connection server. Filtering LDAP Users For more information, see the “Filtering LDAP Users” section of the “LDAP Directory Integration with Cisco Unity Connection” chapter of the Design Guide for Cisco Unity Connection Release 15, available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/design/guide/b_15cucdg.html. System Administration Guide 155 LDAP Directories Other than Active Directory

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Adding an LDAP Filter Step 1 In Cisco Unity Connection Administration, expand System Settings > LDAP, then select LDAP Custom Filter. Step 2 The Find and List LDAP Filters page appears displaying the currently configured LDAP filters. Step 3 Select Add New. Step 4 In the Filter Name field, enter a name for this LDAP filter. If you are adding more than one LDAP filter configuration, enter a name that identifies the LDAP users included in the current filter, for example, “Engineering.” Step 5 In the Filter field, enter a filter that adheres to the LDAP filter syntax specified in RFC 2254, “The String Representation of LDAP Search Filters.” You must enclose the filter text in parentheses. Step 6 Select Save. Creating Unity Connection Users from LDAP Data Using the Import Users Tool The LDAP Integration process imports the LDAP data into a hidden Cisco Unified CM database on the Unity Connection server. You can create new Unity Connection users by importing the user data from an LDAP directory using the Bulk Administration Tool or Import Users tool. You can also use BAT tool to update the existing Unity Connection users with the users in an LDAP directory. Step 1 In Cisco Unity Connection Administration, expand Users and select Import Users. Step 2 On the Import Users page, import the LDAP user accounts to create Unity Connection users (For more information on each field, see Help> This Page): a) Select LDAP Directory in Find End Users In field. b) Select the template on which the new user is based. c) Specify the Alias, First Name, or Last Name of the LDAP user accounts that you want to import. d) Check the check boxes against the LDAP user accounts that you want to import and select Import Selected. Creating Unity Connection Users from LDAP Data Using Bulk Administration Tool Step 1 In Cisco Unity Connection Administration, expand Tools and select Bulk Administration Tool. Step 2 To add Unity Connection users, do the following steps on the Bulk Administration Tool page (For more information on each field, see Help> This Page): a) From Select Operation, select Export. b) From Select Object Type, select Users from LDAP Directory. c) Enter the values in all the required fields. d) Select Submit. This creates a CSV file with the LDAP user data. Open the CSV file in a spreadsheet application or in a text editor and edit the data as applicable. Now, import the data from the CSV file: System Administration Guide 156 LDAP Adding an LDAP Filter

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e) From Select Operation, select Create. f) From Select Object Type, select Users with Mailbox. g) Enter the values in all the required fields. h) Select Submit. Step 3 When the import is complete, review the file that you specified in the Failed Objects Filename field to verify that all users are created successfully. Editing LDAP Directory Configuration Changing or Deleting LDAP Directory Configuration To make any changes to the existing LDAP directory configuration, you must delete the existing LDAP integration and re-create it to change the LDAP user fields that are imported into Unity Connection. You must re-create the directory configuration within 24 hours else the LDAP integrated Unity Connection users are converted to standalone Unity Connection users. Caution Step 1 In Cisco Unity Connection Administration, expand System Settings > , select > LDAP, and then select LDAP Directory Configuration. If you do not have a record of the existing settings, you must write it down before deleting the LDAP directory configuration. Note Step 2 On the Find and List LDAP Directory Configurations page, check the check box next to the LDAP directory configuration that you want to change or delete. Step 3 Select Delete Selected and select OK to confirm deletion. Step 4 Expand System Settings > , select > LDAP, and then select LDAP Setup. Step 5 On the LDAP Setup page, uncheck the Enable Synchronizing from LDAP Server check box and select Save. Step 6 Recheck the Enable Synchronizing from LDAP Server check box and select Save again. This confirms the deletion of LDAP directory configuration. However, if you want to change the existing LDAP directory configuration, then follow the next step to re-create a new LDAP directory configuration after deleting the existing LDAP configuration. Step 7 Re-create the directory configuration, and perform a full synchronization for the re-created directory configuration. See the Configuring LDAP Directory Configurations section. If you need to create an IMAP account for a user after changing the LDAP directory synchronization, make sure to restart Unity Connection before creating the accounts. Note System Administration Guide 157 LDAP Editing LDAP Directory Configuration

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Disabling LDAP Authentication If you permanently disable LDAP authentication, users sign in to Unity Connection web applications using the Unity Connection web application password instead of the LDAP directory password. As LDAP integrated users do not have separate web application passwords, they manage the Unity Connection web applications using LDAP directory passwords. All the users with mailbox must change the web application password the next time they sign in to a Unity Connection web application. However, if you temporarily disable LDAP authentication, for example, when you are changing the LDAP field mapped to the user Alias field in Unity Connection, you do not have to change password settings for Unity Connection users. You can use Bulk Edit to change the passwords for all the users who have mailboxes but you must individually change passwords for users who not have mailboxes (meaning administrators). Step 1 In Cisco Unity Connection Administration, expand System Settings > LDAP and select LDAP Authentication. Step 2 On the LDAP Authentication page, uncheck the Use LDAP Authentication for End Users check box and select Save. If you are temporarily disabling LDAP authentication, skip the rest of this procedure. Do not change password settings of users with mailbox. Step 3 To change the password settings for all LDAP integrated users, do the following steps: a) In Cisco Unity Connection Administration, expand Users and select Users. b) On the Search Users page, select the LDAP users and select Bulk Edit. c) From the Edit menu, select Password Settings. d) For Web Application password, check the User Must Change at Next Sign-In check box. e) If you want to schedule when Unity Connection changes the setting for the selected users, from the Bulk Edit Task Scheduling menu, select Run Later and specify a date and time. f) Select Submit. Changing the LDAP Field Mapped to the Alias Field To change the field in LDAP directory that is mapped to the Alias field in Unity Connection, do the following steps. If you are using LDAP authentication, after you complete this procedure, users have to sign in to Unity Connection web interfaces using the new value of the Alias field in Unity Connection. Caution Step 1 Deactivate the Cisco DirSync service: a) In Cisco Unified Serviceability, expand the Tools menu and select Service Activation. b) On the Service Activation page, in the Directory Services list, uncheck the Cisco DirSync Service check box and select Save. Step 2 Disable LDAP authentication. See the Disabling LDAP Authentication section. Step 3 Delete all the LDAP directory configurations. See the Changing or Deleting LDAP Directory Configuration section. System Administration Guide 158 LDAP Disabling LDAP Authentication

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Step 4 Change the field that is mapped to the Unity Connection Alias field: a) In Cisco Unity Connection Administration, expand System Settings > LDAP and select LDAP Setup. b) On the LDAP Setup page, change the values in the required fields and select Save. (For more information on each field, see Help> This Page). If you select a field other than sAMAccountName, when the users sign in to the Cisco PCA or an IMAP client or sign in to the Web Inbox, they must enter the Unity Connection alias and the LDAP password. Step 5 Re-enable LDAP authentication. For more information, see the Configuring LDAP Authentication in Unity Connection section. Step 6 Re-add LDAP configurations but do not synchronize Unity Connection and LDAP data. The synchronization do not work until you re-enable the DirSync service. For more information, see the Configuring LDAP Directory Configurations section. Step 7 Activate the DirSync service. See the Activating Cisco DirSync Service section. Step 8 Synchronize Unity Connection data with LDAP data: a) In Cisco Unity Connection Administration, expand System Settings > LDAP and select LDAP Directory Configuration. b) On the Find and List LDAP Directory Configurations page, select the necessary directory configuration. c) On the LDAP Directory Configuration page, select Perform Full Sync Now. Determining if a Unity Connection User is Integrated with an LDAP Directory If you integrate Unity Connection user accounts with LDAP user accounts, you are not required to integrate every Unity Connection account with an LDAP account. In addition, you can create new Unity Connection accounts that are not integrated with LDAP accounts. Step 1 In Cisco Unity Connection Administration, expand Users and select Users. Step 2 The Search Users page appears displaying the default and currently configured users. Step 3 Select the user that you want to determine if it is integrated with LDAP directory. Step 4 On the Edit User Basics page, if the user is integrated with an LDAP user account, the Status area contains one of the following messages: • Active User Imported from LDAP Directory • Inactive User Imported from LDAP Directory If neither of these messages appears in the Status area, the user is not integrated with an LDAP user account. Changing LDAP Integration Status To change the LDAP integration status of a Unity Connection user, you use one of the following methods, depending on your situation: System Administration Guide 159 LDAP Determining if a Unity Connection User is Integrated with an LDAP Directory

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• To change the LDAP integration status of an individual Unity Connection user who was not created by importing from Cisco Unified Communications Manager, see the Changing the LDAP Integration Status of an Individual Unity Connection User. • To change the LDAP integration status of multiple Unity Connection users who were not created by importing from Cisco Unified Communications Manager, see the Changing the LDAP Integration Status of Multiple Unity Connection User Accounts in Bulk Edit Mode. • To change the LDAP integration status of Unity Connection users who were created by importing from Cisco Unified Communications Manager, see the Integrating Existing Unity Connection User Accounts with LDAP User Accounts Using Bulk Administration Tool. Regardless of the method you select, note the following considerations which apply to all cases: If you are integrating a Unity Connection user account with an LDAP user account, note the following: • If any users in the LDAP directory were missing values in the field that you specified on the LDAP Setup page in the LDAP Attribute for User ID list, you must add the missing values in the LDAP directory and resynchronize the Unity Connection database with the LDAP directory. • During the next scheduled synchronization of the Connection database with the LDAP directory, existing values for certain fields are overwritten with values from the LDAP directory. • If you have configured Unity Connection to periodically resynchronize Unity Connection data with LDAP data, new values in the LDAP directory are automatically imported into the Unity Connection database during the next automatic resynchronization. However, if new users have been added to the LDAP directory, this resynchronization does not create new Unity Connection users. You must manually create new Unity Connection users using either the Import Users tool or the Bulk Administration Tool. If you are breaking the association between a Unity Connection user account and an LDAP directory user account, note the following: • If Unity Connection is configured to authenticate passwords for web applications against the LDAP directory, the Unity Connection user is no longer authenticate against the LDAP password for the corresponding user. To enable the user to log on to Unity Connection web applications, you must enter a new password on the Edit > Change Password page. • If Unity Connection is configured to periodically synchronize with the LDAP directory, selected data for the Unity Connection user is no longer be updated when the corresponding data in the LDAP directory is updated. Changing the LDAP Integration Status of an Individual Unity Connection User Step 1 In Cisco Unity Connection Administration, click Users. Step 2 On the Search Users page, click the alias of the user account. If the user does not appear in the search results table, set the applicable parameters in the search fields at the top of the page, and click Find. Note Step 3 On the Edit User Basics page, in LDAP Integration Status section, select the desired radio button: • Integrate with LDAP Directory—To integrate a Unity Connection user account with an LDAP user account, select this option. The Unity Connection alias must match the corresponding value in the LDAP directory. (On the System System Administration Guide 160 LDAP Changing the LDAP Integration Status of an Individual Unity Connection User

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Settings > LDAP > LDAP Setup page, the LDAP Attribute for User ID list identifies the field in the LDAP directory for which the value must match the value of the Alias field in Unity Connection.) • Do Not Integrate with LDAP Directory—To break the association between a Unity Connection user account and an LDAP directory user account, select this option. If the user was created by importing from Cisco Unified Communications Manager, the LDAP Integration Status field is grayed out and you must use Bulk Administration Tool to integrate them with an LDAP user account. See Integrating Existing Unity Connection User Accounts with LDAP User Accounts Using Bulk Administration Tool. Step 4 Click Save. Changing the LDAP Integration Status of Multiple Unity Connection User Accounts in Bulk Edit Mode Step 1 In Cisco Unity Connection Administration, on the Search Users page, check the applicable user check boxes, and select Bulk Edit. If the user accounts that you want to edit in bulk do not all appear on one Search page, check all applicable check boxes on the first page, then go to the next page and check all applicable check boxes, and so on, until you have selected all applicable users. Then select Bulk Edit. Step 2 On the User Basics page, in LDAP Integration Status section, select the desired radio button: • Integrate with LDAP Directory—To integrate a Unity Connection user account with an LDAP user account, select this option. The Unity Connection alias must match the corresponding value in the LDAP directory. (On the System Settings > LDAP > LDAP Setup page, the LDAP Attribute for User ID list identifies the field in the LDAP directory for which the value must match the value of the Alias field in Unity Connection.) • Do Not Integrate with LDAP Directory—To break the association between a Unity Connection user account and an LDAP directory user account, select this option. • If applicable, set the Bulk Edit Task Scheduling Fields to schedule the Bulk Edit operation for a later date and/or time. • Select Submit. If any of the users were created by importing from Cisco Unified Communications Manager, Bulk Edit logs an error indicating that you must use the Bulk Administration Tool to integrate them with an LDAP user account. See Integrating Existing Unity Connection User Accounts with LDAP User Accounts Using Bulk Administration Tool. IntegratingExistingUnityConnectionUserAccountswithLDAPUserAccounts Using Bulk Administration Tool The Bulk Administration Tool can be used to integrate existing Unity Connection users with LDAP user accounts, but it cannot be used to break the association between a Unity Connection user account and an LDAP directory user account. System Administration Guide 161 LDAP Changing the LDAP Integration Status of Multiple Unity Connection User Accounts in Bulk Edit Mode

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That process invisibly imported the LDAP data into a hidden Cisco Unified Communications Manager database on the Unity Connection server. When you use the Bulk Administration Tool to integrate existing Unity Connection users with LDAP users, you do the following tasks, which update each Unity Connection user account with the LDAP user ID for the corresponding LDAP user account: • Export the data from the Cisco Unified CM database into a CSV file. • Update the CSV file to remove LDAP users who don’t have Unity Connection accounts and to remove Cisco Unified CM IDs, if applicable. If any users in the LDAP directory were missing values in the field that you specified on the LDAP Setup page in the LDAP Attribute for User ID list, you must add the missing values in the LDAP directory and resynchronize the Unity Connection database with the LDAP directory. Do not enter the values in the CSV file and then import the CSV file; Unity Connection is not able to locate those users in the LDAP directory. Caution • Import the updated CSV file into the Unity Connection database. When you import LDAP user data into the Unity Connection database, existing values for the fields being imported are overwritten with values from the LDAP directory. Caution Step 1 For every Cisco Unity Connection user that you want to integrate with an LDAP user, if the value of the Unity Connection Alias field does not match the value of the LDAP user ID, use Cisco Unity Connection Administration to update the Unity Connection alias so that they do match. Step 2 Sign in to Unity Connection Administration as a user that has the System Administrator role. Step 3 Expand Tools and select Bulk Administration Tool. Step 4 Export to a CSV file the LDAP user data that is currently in the cache on the Connection server: a) Under Select Operation, select Export. b) Under Select Object Type, select Users from LDAP Directory. c) In the CSV File field, enter the name of the file in which you want to save exported data. d) Select Submit. Step 5 Download and edit the CSV file that you created in Step 4: • Remove any Unity Connection users who you do not want to synchronize with users in the LDAP directory. • For Unity Connection users who were originally created by importing data from Cisco Unified CM, enter %null% in the CcmId field. • Confirm that the LdapCcmUserId field contains the correct LDAP alias for each user. Step 6 Import the data that you edited in Step 5: • a. In Cisco Unity Connection Administration, expand Tools and select Bulk Administration Tool. b. Under Select Operation, select Update. c. Under Select Object Type, select Users with Mailbox. System Administration Guide 162 LDAP Integrating Existing Unity Connection User Accounts with LDAP User Accounts Using Bulk Administration Tool

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d. In the CSV File field, enter the full path to the file from which you want to import data. e. In the Failed Objects Filename field, enter the name of the file to which you want Unity Connection to write error messages about users who could not be created. f. Select Submit. Step 7 When the import is complete, review the file that you specified in the Failed Objects Filename field to verify that all Unity Connection users were successfully integrated with the corresponding LDAP users. System Administration Guide 163 LDAP Integrating Existing Unity Connection User Accounts with LDAP User Accounts Using Bulk Administration Tool

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C H A P T E R 13 SpeechView • Overview, on page 165 • SpeechView Security Considerations, on page 167 • Considerations for Deploying SpeechView, on page 167 • Task List for Configuring SpeechView, on page 168 • SpeechView Reports, on page 171 • SpeechView Transcription Error Codes, on page 171 Overview The SpeechView feature enables the transcription of voice messages so that users can receive the voicemails in the form of text. Users can access the transcripted voicemails using email clients. SpeechView is a feature of Cisco Unity Connection unified messaging solution. Therefore, the audio part of each voice message is also available to the users. When a voice message is sent from Web Inbox to ViewMail for Outlook, the voice message is delivered to the mailbox of the recipient along with the transcribed text both in the transcript view box and in the mail body. Note Without this feature, the voice message delivered to the user mailbox has a blank text attachment. This feature requires the use of a third party transcription service to convert the voice message to text. Therefore, the blank text attachment is updated with the transcripted text or an error message if there was a problem with transcription. The SpeechView feature supports the following types of transcription services: • Standard Transcription Service: The standard transcription service automatically converts the voice message to text and the transcripted text received is sent to the user over email. • Professional Transcription Service: The professional transcription or SpeechView Pro service automatically converts the voice message to text and then confirms the accuracy of transcription. If the accuracy of trancription is low at any part, the particular part of trancription text is sent to a human operator who reviews the audio and improves the quality of transcription. As the professional transcription involves both automatic transcription and accuracy confirmation by a human operator, it delivers more accurate transcripted texts of voice messages. System Administration Guide 165

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Unity Connection supports only (Universal Transformation Format) UTF-8 character set encoding for transcription. Note The following messages are never transcribed: • Private messages • Broadcast messages • Dispatch messages • Secure messages • Messages with no recipients Secure messages are not transcribed by default, however the Class of Service provides an option under Licensed Features which enables the SpeechView Transcription Service. Note For Speechview feature, it is recommended not to use any interference device, such as Email Scanner as the device might modify the content of the data being exchanged with the nuance server. Using such devices may lead to the failure of audio message transcriptions. Note Unity Connection can be configured to deliver transcriptions to an SMS device as a text message or to an SMTP address as an email message. The fields to turn on transcription delivery are located on the SMTP and SMS Notification Device pages where you set up message notification. For more information on notification devices, see the Configuring Notification Devices, on page 174 section. Following are the considerations for effective use of transcription delivery: • In the From field, enter the number users dial to reach Unity Connection when they are not dialing from their desk phone. If users have a text-compatible mobile phone, they may be able to initiate a callback to Unity Connection in the event that they want to listen to the message. • Check the Include Message Information in Message Text check box to include call information such as caller name and caller ID (if available) and the time that the message was received. Otherwise, there is no indication in the message of when it was received. In addition, if they have a text-compatible mobile phone, they may be able to initiate a callback when the caller ID is included with the transcription. • In the Notify Me Of section, if you turn on notification for voice or dispatch messages, users are notified when a message arrives. The transcription soon follows. If you do not want notification before the transcription arrives, do not select the voice or dispatch message options. • Email messages that contain transcriptions have a subject line that is identical to notification messages. So if you have notification for voice or dispatch messages turned on, users have to open the messages to determine which one contains the transcription. System Administration Guide 166 SpeechView Overview

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Nuance server converts the voice message to text into the phone language in which Unity Connection plays system prompts to users and callers. If phone language is not supported by nuance, it recognizes the audio of the message and converts into the language of the audio. You can set the phone language for the following Unity Connection components: user accounts, routing rules, call handlers, interview handlers, and directory handlers. For information on supported language for SpeechView, see Available Languages for Unity Connection Components section of System Requirements for Cisco Unity Connection Release 12.x available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/requirements/b_12xcucsysreqs.html Note Unity Connection allows you to send an alternate language along with default language to nuance server for transcription. For this, execute run cuc dbquery unitydirdb update tbl_configuration set valuebool ='1' where fullname='System.Conversations.ConfigParamForAlternateTranscriptionLanguage' CLI command. SpeechView Security Considerations S/MIME (Secure/ Multipurpose Internet Mail Extensions), a standard for public key encryption, secures the communication between Unity Connection and the third party transcription service. A private key and public key is generated each time Unity Connection registers with a third party transcription service. The pair of private and public keys ensures that each time voice messages are sent to the transcription service, the user information is not passed along with the message. Therefore, the transcription service is unaware of the specific user to whom the voice message belongs to. If human operator is involved during transcription, the user or the organization from which the message generated cannot be determined. In addition to this, the audio part of a voice message is never stored in the workstation of the person processing the transcription service. After sending the transcripted message to the Unity Connection server, the copy in the transcription service is purged. Considerations for Deploying SpeechView Consider the following when deploying the SpeechView feature: • To enable SpeechView in a digital network deployment, consider configuring one of the Unity Connection servers in the network as a proxy server that registers with the third party transcription service. This can make it easier to troubleshoot any problems with transcriptions, track your transcription usage and monitor the load it introduces to your network. If one of your Unity Connection servers has a lower call volume than others in the network, consider designating it as the proxy server for transcriptions. If you do not use a proxy server for transcriptions, you need a separate external facing SMTP address for each server (or cluster) in the network. • To extend the SpeechView functionality, users who want to transcribe the voice messages left on their personal number must configure their personal phones to forward calls to Unity Connection when a caller wants to leave a voicemail. This allows to collect all voicemails in one mailbox where they are transcribed. To configure the mobile phones for call forwarding, see the “Task List for Consolidating Your Voicemail from Multiple Phones into One Mailbox” section of the “Changing Your User Preferences” chapter of System Administration Guide 167 SpeechView SpeechView Security Considerations

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the User Guide for the Cisco Unity Connection Messaging Assistant Web Tool, Release 15, available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/user/guide/assistant/b_ 15cucugasst.html. When personal phones are configured to forward callers to Unity Connection to leave voice messages, callers may hear a lot of rings before reaching the user mailbox. To avoid this problem, you can instead forward the mobile phone to a special number that does not ring a phone and forwards directly to the mailbox of the user. This can be accomplished by adding the special number as an alternate extension for the user. Note • To allow both transcription and relay of voice messages, configure the Message Action in Cisco Unity Connection Administration> Users to accept and relay messages. For more information, see the Message Actions section. • You can configure the SMTP notification devices to send the transcription text message to the SMTP address. This means users receive two emails at the SMTP address, first one is the relayed copy of the message.WAV file and the second one is the notification with transcription text. For more information on configuring SMTP notifications, see the Setting Up SMTP Message Notification section. Task List for Configuring SpeechView This section contains a list of tasks to configure the SpeechView feature in Unity Connection: 1. Ensure that Unity Connection is registered with Cisco Smart Software Manager (CSSM) or Cisco Smart Software Manager satellite. You have acquired the proper licenses, SpeechView or SpeechViewPro from Cisco to use this feature. For more information, see the “Managing Licenses” chapter of the Install, Upgrade, and Maintenance Guide for Cisco Unity Connection, Release 15, available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/install_upgrade/guide/b_ 15cuciumg.html 2. Assign users to a class of service that provides SpeechView transcription of voice messages. For more information, see the Enabling SpeechView Transcription of Voice Messages in Class of Service section. 3. Configure an SMTP smart host to accept messages from the Unity Connection server. For more information, see the documentation for the SMTP server application that you are using. 4. Configure the Unity Connection server to relay messages to the smart host. For more information, see the Configuring Unity Connection to Relay Messages to a Smart Host section. 5. (When Unity Connection is configured to refuse connections from untrusted IP addresses) Configure Unity Connection to receive messages from the user email address. For more information, see the Configuring Unity Connection to Accept Messages from Email System section. 6. Configure the user email system to route incoming SpeechView traffic to Unity Connection. For more information, see the Configuring Email System to Route Incoming SpeechView Traffic section. 7. Configure SpeechView transcription service. For more information, see the Configuring SpeechView Transcription Service section. 8. Configure SMS or SMTP notification devices for users and user templates. System Administration Guide 168 SpeechView Task List for Configuring SpeechView

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Enabling SpeechView Transcription of Voice Messages in Class of Service The members of the class of service can view the transcriptions of the voice messages using an IMAP client configured to access the user messages. Step 1 In Cisco Unity Connection Administration, expand Class of Service and select Class of Service. Step 2 In the Search Class of Service page, select the class of service in which you want to enable SpeechView transcription or create a new one selecting Add New. Step 3 On the Edit Class of Service page, under Licensing Features section, select the Use Standard SpeechView Transcription Service option to enable the standard transcription. Similarly, you may select Use SpeechView Pro Transcription Service option to enable professional transcription. Cisco Unity Connection supports only Standard SpeechView Transcription Service in HCS mode. Note Step 4 Select the applicable options under transcription service section and select Save. (For information on each field, see Help> This Page). Configuring Unity Connection to Relay Messages to a Smart Host To enable Unity Connection to send messages to the third party transcription service, you must configure the Unity Connection server to relay messages through a smart host. If we configure SpeechView on Unity Connection with Exchange Server as Microsoft Office 365, then on prem Microsoft Exchange as Smart Host is not a essential requirement. Note Step 1 In Cisco Unity Connection Administration, expand System Settings> SMTP Configuration and select Smart Host. Step 2 In the Smart Host page, in the Smart Host field, enter the IP address or fully qualified domain name of the SMTP smart host server and select Save. (For more information on each field, see Help> This Page). The Smart Host can contain up to 50 characters. Note Configuring Unity Connection to Accept Messages from Email System Step 1 In Cisco Unity Connection Administration, expand System Settings> SMTP Configuration and select Server. Step 2 In the SMTP Server Configuration page, in the Edit menu, select Search IP Address Access List. Step 3 On the Search IP Address Access List page, select Add New to add a new IP address to the list. Step 4 On the New Access IP Address page, enter the IP address of your email server and select Save. Step 5 To allow connections from the IP address that you entered in Step 4, check the Allow Unity Connection check box and select Save. System Administration Guide 169 SpeechView Enabling SpeechView Transcription of Voice Messages in Class of Service

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Step 6 If you have more than one email server in your organization, repeat Step 2 through Step 6 to add each additional IP address to the access list. Configuring Email System to Route Incoming SpeechView Traffic Step 1 Set up an external facing SMTP address that the third party transcription service can use to send transcriptions to Unity Connection. For example, “transcriptions@<yourdomain.com>” If you have more than one Unity Connection server or cluster, you need a separate external facing SMTP address for each server. Alternatively, you can configure one Unity Connection server or cluster to act as a proxy for the remaining servers or clusters in the digital network. For example, if the SMTP domain for the Unity Connection server is “Unity Connectionserver1.cisco.com,” the email infrastructure must be configured to route “transcriptions@cisco.com” to “stt-service@connectionserver1.cisco.com.” If you are configuring SpeechView on a Unity Connection cluster, configure the smart host to resolve the SMTP domain of the cluster to both the publisher and subscriber servers in order for incoming transcriptions to reach the cluster subscriber server in the event that the publisher server is down. Step 2 Add “nuancevm.com” to the “safe senders” list in the email infrastructure so that incoming transcriptions do not get filtered out as spam. In Unity Connection, to avoid timeout or failure of the registration request with the Nuance server, make sure to: • Remove the email disclaimers from the inbound and outbound email messages between Unity Connection and the Nuance server. • Maintain SpeechView registration messages in the S/MIME format. Note Configuring SpeechView Transcription Service Step 1 In Cisco Unity Connection Administration, expand Unified Messaging and select SpeechView Transcription Service. Step 2 In the SpeechView Transcription Service page, check the Enabled check box. Step 3 Configure SpeechView transcription service (For more information, see Help> This Page): • If this server access the transcription services through another Unity Connection location that is digitally networked, select the Access Transcription Services Through Unity Connection Proxy Location field. Select the name of the Unity Connection location from the list and select Save. Skip to Step 4. • If the server is going to access trancription services through another location that isdigitally networked, do the given steps: Select Access Transcription Service Directly field. In the Incoming SMTP Address field, enter the email address recognized by the email system and routed to the “stt-service” alias on the Unity Connection server. System Administration Guide 170 SpeechView Configuring Email System to Route Incoming SpeechView Traffic

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In the Registration Name field, enter a name that identifies the Unity Connection server within your organization. This name is used by the third party transcription service to identify this server for registration and subsequent transcription requests. If you want this server to offer transcription proxy services to other Unity Connection locations in a digital network, check the Advertise Transcription Proxy Services to Other Unity Connection Locations check box. Select Save and then Register. Another window displaying the results open. Wait for the registration process to complete successfully before going on to the next step. If registration does not complete within 5 minutes, there may be a configuration issue. The registration process timeout after 30 minutes. Make sure to save all the configuration of Speech View Transcription Services before synchronizing the license data. Note Step 4 Select Test. Another window displaying the results open. The test usually takes several minutes but can take up to 30 minutes. SpeechView Reports Unity Connection can generate the following reports about SpeechView usage: • SpeechView Activity Report by User —Shows the total number of transcribed messages, failed transcriptions, and truncated transcriptions for a given user during a given time period. • SpeechView Activity Summary Report—Shows the total number of transcribed messages, failed transcriptions, and truncated transcriptions for the entire system during a given time period. Note that when messages are sent to multiple recipients, the message is transcribed only once, so the transcription activity is counted only once. SpeechView Transcription Error Codes Whenever a transcription fails, the third party external transcription service sends an error code to Unity Connection. Cisco Unity Connection Administration interface shows the five default error codes that can modified or deleted by an administrator. In addition, user has the privilege to add a new error code. Whenever a new error code is sent by the third party external transcription service, the administrator needs to add a new error code along with the appropriate description. • The error code and description should be in the default system language. • If the error code provisioning is not done, then the error code received from the third party external transcription service is displayed. Note The default error codes are sent by the third party external transcription service to the SpeechView user. The Table 13-1 shows the default error codes in the Cisco Unity Connection Administration interface. System Administration Guide 171 SpeechView SpeechView Reports

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Default Error Codes Description Error Code Name When Unity Connection tries to register with the third party external transcription service and the registration fails. Fault When a voice mail sent by a SpeechView user is inaudible at the third party external transcription service site and system was unable to transcribe the message. Inaudible When the conversion request contains more than one audio file attachment, the third party external transcription service rejects the messages. Rejected Whenever there is a response timeout from the third party external transcription service. Time-out When the third party external transcription service is not able to transcript the voice mail sent by a SpeechView user. Unconverted Configuring Transcription Error Codes Step 1 In Cisco Unity Connection Administration, expand Unified Messaging > SpeechView Transcription, and select Error Codes. Step 2 The Search Transcription Error Codes appears displaying the currently configured error codes. Step 3 Configure transcription error code (For more information on each field, see Help> This Page): • To add a transcription error code, select Add New. On the New Transcription Error Code page, enter the error code and the error code description to create a new error code. Select Save. • To edit a transcription error code, select the error code that you want to edit. On the Edit Transcription Error Code (Fault) page, change the error code or the error code description, as applicable. Select Save. • To delete a transcription error code, check the check box adjacent to the display name of the schedule that you want to delete. Select Delete Selected and OK to confirm deletion. System Administration Guide 172 SpeechView Configuring Transcription Error Codes

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C H A P T E R 14 Notifications • Introduction, on page 173 • Default Notification Devices, on page 174 • Configuring Notification Devices, on page 174 • Cascading Message Notification, on page 176 • Chaining Message Notification, on page 177 • Setting Up SMTP Message Notification, on page 178 • Setting Up SMS Message Notification, on page 179 • Setting Up HTML Message Notification, on page 180 • Configuring HTML-based Message Notification, on page 188 • Notifications Subject Line Format, on page 190 Introduction Cisco Unity Connection allows the users to be notified of the incoming voice messages and emails as soon as the message arrives in the user mailbox. Following are some of the types of notifications received by users: • Users receive message alerts through text notifications on pager. • Users receive a call on their configured phones to get notified about new messages. • Users receive messages and calendar notifications in the form of SMS messages to wireless devices using SMPP. • Users receive messages and missed call notifications as plain text or HTML emails. • User receives summary and scheduled summary of latest voicemail as HTML emails. The notifications for events are delivered to the end users through various notification devices. The notification devices can be enabled or disabled by the administrator for individual or multiple users through Cisco Unity Connection Administration and a user can override their specific notification device settings through Messaging Assistant feature of Cisco Personal Communications Assistant. System Administration Guide 173

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Default Notification Devices Unity Connection comes with a set of default notification devices that can be configured as required. Following are the default notification devices: • Pager: Allows users to receive voice message alerts as a text notification. • Work Phone: Allows users to receive voice message alerts as a dial out call on work phone. • Home Phone: Allows users to receive voice message alerts as a dial out call on home phone. • Mobile Phone: Allows users to receive voice message alerts as a dial out call on mobile phone. • SMTP: Allows users to receive voice message alerts as an email notification. • HTML: Allows users to receive voice message alerts as an HTML email notification. • HTML Missed Call: Allows users to receive missed call alerts as an HTML email notification. • HTML Scheduled Summary: Allows users to receive summary of latest voice messages at a configured time as an HTML email notification. The notification devices can be modified or enabled but cannot be deleted. An administrator can add, edit, or delete additional notification devices whereas, a user can only edit the notification devices. Do not change the display name of default notification devices. Caution Missed call event type is pre-checked under Notify me of section of an HTML device when “Default_Missed_Call” template is used. Similarly, when “Default_Scheduled_Summary” template is used with HTML device, all the event types are un-checked. Note User should not use the default notification devices in CSV file while using Bulk Administration Tool. Note Configuring Notification Devices Message notification settings for each user account or user template allows you to control how and when Unity Connection notifies a user of new messages. User accounts and user templates include notification devices for a home phone, mobile phone, work phone, and one pager. Users can also use the Messaging Assistant to set up phones and pagers to receive message notifications. Step 1 In Cisco Unity Connection Administration, find the user account that you want to edit. Step 2 On the Search User Basics page of the user account, select the user account that you want to edit. Step 3 On the Edit User Basics page, in the Edit menu, select Notification Devices. System Administration Guide 174 Notifications Default Notification Devices

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Step 4 Configure a notification device.(Phone, Pager, SMTP, HTML, SMS) (For more information on each field, see Help> This Page) • To add a notification device: a. On the Edit User Basics page, select Edit> Notification Devices. b. On the Notification Devices page, select Add New. c. On the New Notification Device page, enter the fields as applicable depending on the notification device you selected and Save. • To edit a notification device: a. On the Edit User Basics page, select Edit> Notification Devices. b. On the Notification Device page, select the notification device that you want to edit. c. On the Edit Notification Device page, edit the required settings and Save. To edit the notification devices for more than one user, on the Search Users page, check the check boxes for the applicable users and select Bulk Edit. You can also schedule Bulk Edit for a later period using Bulk Edit Task scheduling and select Submit. Note • To delete one or more notification devices: a. On the Edit User Basics page, select Edit> Notification Devices. b. On the Notification Device page, select the notification devices you want to delete. c. Select Delete Selected and OK to confirm deletion. Similarly, you can configure the notification devices associated with a particular user template. Note Cisco Unity Connection supports create, update and export of maximum 3 Custom Notification Devices with Device Type as HTML using Bulk Administration Tool (BAT) as explained below: a. Users can export CSV file containing 3 Custom Notification Devices using BAT. b. Users can edit or create column values in CSV file for 3 Custom Notification Devices. c. For creation for the first time since no new custom device is added, there will be blank columns for those three newly added custom devices in CSV. Users can enter the values in CSV file accordingly and create new custom devices. For updation of other than 3 Custom Notification Devices which are not in CSV file, see section "HTML Notifications Not Working" of the chapter "Troubleshooting Notification Devices" of the Troubleshooting Guide for Cisco Unity Connection Release 15available at https://www.cisco.com/c/en/us/td/docs/voice_ip_ comm/connection/15/troubleshooting/guide/b_15cuctsg.html Note System Administration Guide 175 Notifications Configuring Notification Devices

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Cascading Message Notification Cascading message notification allows you to send notifications to a wide circle of recipients. Unity Connection continues to send notifications until the message has been saved or deleted by a recipient. For example, to create a cascade of message notifications for your Technical Support department, set the first message notification to be sent immediately to the pager of the front-line technical support representative. If the message that triggered the first notification has not been saved or deleted, then after a delay of 15 minutes, the next notification can be sent to the pager of the department manager. A third notification can be set up to call an employee in the Problem Resolution Group if the message is not saved or deleted after 30 minutes, and so on. When a user receives a notification as part of the cascade, the notification prompts the user to sign in to the mailbox that is being monitored by the cascade. Note An alternative to cascading message notification is to use dispatch messaging. Task List for Cascading Message Notification SUMMARY STEPS 1. For the first recipient in the notification chain, you need to set up the notification device in the following way: 2. For each of the other recipients in the notification chain, you can repeat step Task List for Cascading Message Notification to setup the device till you reach the end of recipient list. DETAILED STEPS Purpose Command or Action For the first recipient in the notification chain, you need to set up the notification device in the following way: Step 1 a. Find the user account or user template to configure with chaining notifications. b. In the Notification Devices page for the user or template, for On Notification Failure, select Send To, and select the device that you want Unity Connection to notify next if notification to the device fails. c. Select the device that you specified for Send To in the Edit Notification devices page Uncheck all Notification Rule Events check boxes. If you enable any notification events, message notification for the device starts immediately and does not wait for the notification failure of the previous device. Your notifications do not chain, they all trigger at once. If you want to chain to a third device if notification to the device fails, select Send To and the device that you System Administration Guide 176 Notifications Cascading Message Notification

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Purpose Command or Action want Unity Connection to notify next if notification to the device fails. If not, select Do Nothing. For each of the other recipients in the notification chain, you can repeat step Task List for Cascading Message Step 2 Notification to setup the device till you reach the end of recipient list. Chaining Message Notification Message notification can be set to “chain” to a series of notification devices if an attempt to send a notification to the first selected device fails. A failure occurs when a notification device is not answering or is busy and the retry attempts to reach that device using various options has also failed Do not configure SMTP devices for chaining message notification, except as the last device in the chain. Unity Connection does not detect notification failure for SMTP devices. Note Task List for Chaining Message Notification SUMMARY STEPS 1. For the first recipient in the notification chain, you need to set up the notification device in the following way: 2. For each of the other recipients in the notification chain, you can repeat step Task List for Chaining Message Notification to setup the device till you reach the end of recipient list. DETAILED STEPS Purpose Command or Action For the first recipient in the notification chain, you need to set up the notification device in the following way: Step 1 a. Find the user account or user template to configure with chaining notifications. b. In the Notification Devices page for the user or template, for On Notification Failure, select Send To, and select the device that you want Unity Connection to notify next if notification to the device fails. c. Select the device that you specified for Send To in the Edit Notification devices page. Uncheck all Notification Rule Events check boxes. If you enable any notification events, message notification for the device starts immediately and does not wait for the notification failure of the previous device. Your notifications do not chain, they all trigger at once. System Administration Guide 177 Notifications Chaining Message Notification

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Purpose Command or Action If you want to chain to a third device if notification to the device fails, select Send To and the device that you want Unity Connection to notify next if notification to the device fails. If not, select Do Nothing. For each of the other recipients in the notification chain, you can repeat step Task List for Chaining Message Step 2 Notification to setup the device till you reach the end of recipient list. Setting Up SMTP Message Notification Cisco Unity Connection can notify a user of new messages by calling a phone or pager. Also, you can set up Unity Connection to send message and calendar event notifications in the form of text messages to text pagers and text-compatible mobile phones using SMTP. Users can receive notification of new messages by email. Unity Connection supports two types of notification emails: plain text using SMTP notification devices; or HTML using HTML notification devices. HTML notifications can only be used for new voice mail. For other types of messages, you must use plain text SMTP notifications. To enhance security, both types of devices require connection to an SMTP smart host. Note Enabling SMTP Notification Step 1 Configure the SMTP smart host to accept messages from the Unity Connection server. See the documentation for the SMTP server application that you are using. Step 2 Configure the Unity Connection server. See the Configuring the Unity Connection Server to Relay Messages to a Smart Host section. Step 3 Configure Unity Connection user accounts or user templates. See the Configuring Notification Devices section. Configuring the Unity Connection Server to Relay Messages to a Smart Host Step 1 In Cisco Unity Connection Administration, expand System Settings > SMTP Configuration, then select Smart Host. Step 2 On the Smart Host page, in the Smart Host field, enter the IP address or fully qualified domain name of the SMTP smarthost server, for example, https://<domain name of server>.cisco.com. (Enter the fully qualified domain name of the server only if DNS is configured.) The Smart Host can contain up to 50 characters. Note Step 3 Select Save. System Administration Guide 178 Notifications Setting Up SMTP Message Notification

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What to do next If the Unity Connection server has not been properly enabled to use SMTP smart host for message notification, it places SMTP notification messages in the Unity Connection SMTP server badmail folder Note Setting Up SMS Message Notification With the services and information provided by a wireless carrier, mobile messaging service provider, Unity Connection can use the Short Message Peer-to-Peer (SMPP) protocol to send message notifications in the Short Message Service (SMS) format to mobile phones and other SMS-compatible devices when users receive new messages. Advantages Over SMTP Message Notifications An advantage of using SMS is that the user device often receives message notifications much faster than when using SMTP. You can configure Unity Connection so that each SMS notification message replaces the previous one. Note that this functionality may not be supported by all mobile service providers. SMS Message Length Limitations 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. Character sets available include: • Default alphabet (GSM 3.38), 7-bit characters • IA5/ASCII, 7-bit characters • Latin 1 (ISO-8859-1), 8-bit characters • Japanese (JIS), multi-byte characters • Cyrillic (ISO-8859-5), 8-bit characters • Latin/Hebrew (ISO-8859-8), 8-bit characters • Unicode (USC-2), 16-bit characters • Korean (KS C 5601), multi-byte characters For 7-bit character sets, a maximum of 160 characters can fit into an SMS message; for 8-bit character sets, the limit is 140 characters; for 16-bit character sets, the limit is 70 characters; for multi-byte character sets, the limit is somewhere between 70 and 140 characters, depending on which characters make up the text of the message. (For multi-byte character sets, most characters are 16 bits; some of the more common characters are eight bits.) Not all mobile phones support all character sets; most support the GSM 3.38 default alphabet. Note Cost Considerations System Administration Guide 179 Notifications Setting Up SMS Message Notification

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The cost of setting up SMS(SMPP) message notifications depends directly on the number of SMS notifications that Unity Connection sends to user devices. More SMS notification implies higher cost as the service providers typically charge for each SMS message or group of messages sent. To cut down cost, you can restrict the use SMS notifications to a group of users or inform users to limit the number of message notifications that they receive by message type or urgency. For example, users can specify in the Messaging Assistant that Unity Connection sends message notifications only when new urgent voice messages arrive. Enabling SMS Message Notifications Step 1 Set up an account with a mobile messaging service provider that offers SMS messaging. Unity Connection supports the SMPP version 3.3 or SMPP version 3.4 protocols. Step 2 Gather the information needed to allow Unity Connection to communicate with the SMPP server at the SMSC affiliated with your contracted service provider, and enter the information on the SMPP Provider page. See the To Set Up an SMPP Provider. Step 3 When the Unity Connection server is set up behind a firewall, configure the TCP port used by the SMPP server when connecting to Unity Connection. Step 4 Enable the SMPP provider on Cisco Unity Connection Administration. See the Setting Up an SMPP Provider section. Step 5 Configure SMS message notification, set up an SMS notification device to receive notifications for a test user account. See the Configuring Notification Devices section. Setting Up an SMPP Provider Step 1 In Cisco Unity Connection Administration, expand System Settings > Advanced, then select SMPP Providers. Step 2 On the Search SMPP Providers page, select Add New. Step 3 Enable the new provider and enter the Name, System ID and Hostname of the provider and Save. For more information on settings, select Help > This Page). Step 4 On the Edit SMPP Provider page, enter the Port, which is the TCP port number that is used by the SMSC to listen for incoming connections. The port number should be in range of >100 and <=99999. Note Setting Up HTML Message Notification The HTML notification is triggered based on the HTML notification device settings and is received on the configured email address. The administrator can create or edit the content and format of the HTML notifications using notification templates, custom variables, and custom graphics. Unity Connection sends HTML notifications to an email System Administration Guide 180 Notifications Enabling SMS Message Notifications

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server over SMTP in the IPv4 mode only. Therefore, the administrator must ensure that the HTML notifications are configured over IPv4. Users can configure different types of HTML notifications: • HTML notification when a new voice message is received. • HTML notification when a new missed call is received. • HTML notification when a new voice message is received along with the summary of latest voice messages. • HTML notification when a new missed call is received along with the summary of latest voice messages • HTML notification at a configured time containing the summary of latest voice messages. • HTML notification configured for interview handler will contain the attachment of the last question answer. Notification Templates HTML notification template includes the following: • Free flow HTML text. • HTML tags, the support of which depend on the email client that the user is using. • Custom Variables and Custom Graphics. • Status Items for Voice Message - MWI, Message Status as Icons within an HTML template. • Embedded links to external URIs or URLs. Default Notification Templates The default templates for HTML message notification are: • Default_Actionable_Links_Only template has the HTML tags along with the actionable links without any images, custom graphics, or status items. For example, the administrators can configure the HTML templates to include header, footer, logos, images, and hyperlinks to Mini Web Inbox. • Default_Dynamic_Icons template has the HTML tags along with the custom graphics and the status items. It allows Unity Connection to send details of new voicemail containing actionable links with image and message status. • Default_Missed_Call template allows Unity Connection to send details of missed call including timestamp and sender details. • Default_Voice_Message_With_Summary template allows Unity connection to send notification when a new voice message is received along with the summary of latest voicemails. • Default_Missed_Call_With_Summary template allows Unity Connection to send notification when a new missed call is received along with the summary of latest voicemails. • Default_Scheduled_Summary allows Unity Connection to send summary of voice messages at configured time(s) daily. System Administration Guide 181 Notifications Notification Templates

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• Default_Google_Workspace_Notification template allows Unity Connection to send messages with template attached when user configured with Google Workspace service is sending/replying/forwarding messages or sending read/non-delivery receipts. The administrator can assign a notification template to the users or can allow the users to select a template. But the users do not have the permissions to create or edit a template.The template selected can either be a default or a custom template that the administrator has created. The use of images, MWI status, and Message status is not mandatory. However, if used, the administrators need to ensure that the image rendering when used with the HTML tags and the APIs is supported by their respective email clients. Note Configuring Notification Templates Notification templates can be created, modified, and deleted that include status items, action items, static items, custom variables, custom graphics, and collection tags. Step 1 In Cisco Unity Connection Administration, expand Templates > Notification Templates and select Notification Templates. The Search Notification Templates page appears displaying the list of currently configured templates. Step 2 Configure notification template. (For more information on each field, see Help> This Page) • To add new notification template: a. Select Add new and New Notification Template page appears. b. Enter the Display name and HTML content. c. Select and copy the required status, action, and/or static items from the left panel of the HTML field and paste the items on the right panel. See the table 14-1 for more information. Description of Notification Templates Description Items Displays the image based on MWI status.The default images are displayed as defined in the Administrative Replaceable Images section.To insert the status items directly in the notification template, you can use the <img src=”%MWI_STATUS%”> </img> tag. %MWI_STATUS% Displays the message status as unread, read, unread urgent, read urgent, or deleted.The default images are displayed as defined in the Administrative Replaceable Images section. To insert the status items directly in the notification template, you can use the <img src="%MESSAGE_STATUS%"> </img>tag. %MESSAGE_STATUS% System Administration Guide 182 Notifications Configuring Notification Templates

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Launches the Unity Connection Mini Web Inbox. To insert this item directly in the notification template, you can use the <a href="%LAUNCH_MINI_INBOX%"> Text </a>tag. %LAUNCH_MINI_INBOX% Launches the Web Inbox only on computer. To insert this item directly in the notification template, you can use the <a href="%LAUNCH_WEB_INBOX%"> Text </a>tag. %LAUNCH_WEB_INBOX% Launches the Mini Web Inbox for a specific message and auto plays the message. To insert this item directly in the notification template, you can use the <a href="%MESSAGE_PLAY_MINI_INBOX%"> Text </a> tag. %MESSAGE_PLAY_MINI_INBOX% Deletes the voice message. To insert this item directly in the notification template, you can use the <a href="%MESSAGE_DELETE%">Text </a> tag. %MESSAGE_DELETE% Forwards a particular voice message. To insert this item directly in the notification template, you can use the <a href="%MESSAGE_FORWARD%">Text </a> tag. %MESSAGE_FORWARD% Launches the Mini Web Inbox with the Reply to Message window to reply to a voice message.To insert this item directly in the notification template, you can use the <a href="%MESSAGE_REPLY%">Text </a> tag. %MESSAGE_REPLY% Launches the Mini Web Inbox with the Reply to Message window. The To and Subject fields get populated automatically with multiple recipients. To insert this item directly in the notification template, you can use the <a href="%MESSAGE_REPLY_ALL%">Text </a> tag. %MESSAGE_REPLY_ALL% Launches the Mini Web Inboxwith marking the message as unread and increasing the unread message count.To insert this item directly in the notification template, you can use the <a href="%MESSAGE_MARKUNREAD%">Text</a> tag. %MESSAGE_MARKUNREAD% System Administration Guide 183 Notifications Configuring Notification Templates

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The administrator can store values in the form of text and numbers in custom variables. For example, the administrator can use custom variables for headers and footers. To insert a variable directly in the notification template, as specified by the administrator under the Templates > Notification Templates > Custom Variables page, you can use the %Var1%. For more information on custom variables, see the Configuring Custom Variables section. Custom Variables The administrator can use custom graphics for adding logos, images, within an HTML template. The images could also be used to define Image based Template Structure.For example - See Default_Dynamic_Icons. To insert a graphic directly in the notification template as specified by the administrator under the Templates

Notification Templates > Custom Graphics page, you can use the <img src="%GRAPHIC1%"></img> tag.For more information on custom graphics, see the Configuring Custom Graphics section. Custom Graphics Displays the alias name of the caller who has received a voice message. %CALLER_ID% Displays the alias name of the sender who has dropped a voice message. %SENDER_ALIAS% Displays the alias name of the receiver who has received a voice message. %RECEIVER_ALIAS% Displays the time when voice message is received as per the time zone of the recipient. %TIMESTAMP% Displays the total number of new messages. %NEW_MESSAGE_COUNT% Displays the subject of the message. %SUBJECT% Displays the missed call related information. %MISSED_CALL% Displays the summary of messages. <VOICE_MESSAGE_SUMMARY> </VOICE_MESSAGE_SUMMARY> • The administrator can upload a new image through the administrative replaceable images option for %MWI_STATUS%, %MESSAGE_STATUS%. For more information refer to Administrative Replaceable Images. • If %MESSAGE_STATUS% tag is enclosed within VOICE_MESSAGE_SUMMARY collection tags, the status tag displays the status of the voice message at the time when notification email was sent. If the message status changes later, it will not reflect in the summary content of the notification email. However, if the tag is used outside the summary tags, it displays the current status of the message. Note System Administration Guide 184 Notifications Configuring Notification Templates

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d. Select Validate after creating or updating the notification template page to verify the HTML content. The notification template does not get saved if any error is returned in the HTML validation. You must remove the error(s) returned by validation before saving the notification template. However, an HTML template with warnings can be saved successfully. Note e. Select Save. f. You can also preview the template by selecting Preview. The Preview option displays the view as per your default browser, however, the display may vary on the various email clients. • To edit a notification template: 1. On the Search Notification Templates page, select the template that you want to edit. 2. On the Edit Notification Template <device> page, change the settings, as applicable. 3. Select Validate to verify the HTML content and Save. • To delete a notification template: 1. On the Search Notification Templates page, check the check box next to the display name of the notification template that you want to delete. 2. Select Delete Selected and OK to confirm deletion. If a template is assigned to an HTML notification device, then you cannot delete the template unless all the existing associations with the template are removed. Note Custom Variables The custom variables can be used to define commonly used HTML fragments such as, company's name, address, web address. You should not create more than 20 custom variables. Note Configuring Custom Variables Step 1 In Cisco Unity Connection Administration, expand Templates > Notification Templates and select Custom Variables. The Search Custom Variables page appears. Step 2 Configure a custom variable. (For more information on each field, see Help> This Page) • To add a custom variable: a. Select Add New and the New Custom Variables page appears. b. Enter the values of the required fields and select Save. System Administration Guide 185 Notifications Custom Variables

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You can also add new custom variables in the notification templates. For more information, see the Notification Templates section. Note • To edit a custom variable: a. On the Search Custom Variables page, select the custom variable that you want to edit. b. On the Edit Custom Variables page, enter the values of the required fields and select Save. • To delete a custom variable: a. On the Search Custom Variables page, check the check box next to the display name of the custom variable that you want to delete. b. Select Delete Selected and OK to confirm deletion. If a notification template uses a custom variable that has been deleted, then the variable gets displayed in the notification instead of its value. Note Custom Graphics The custom graphics can be used to insert the company’s graphics into notifications including logos and product images. You cannot create more than 20 custom graphics. Note The default custom graphics are DEFAULT_BOTTOM and DEFAULT_TOP. You cannot edit or delete the default custom graphics. Custom graphics display in email clients when they are correctly configured and are functionally capable of displaying graphics. For more information refer to “Configuring Cisco Unity Connection for HTML-based Message Notification” section of the User Guide for Accessing Cisco Unity Connection Voice Messages in an Email Application, available at http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/11x/user/guide/email/ 11xcucugemailx.html. Note Configuring Custom Graphics Step 1 In Cisco Unity Connection Administration, expand Templates > Notification Templates and select Custom Graphics. The Search Custom Graphics page appears. Step 2 Configure a custom graphic (For more information on each field, see Help> This Page) • To add a custom graphic System Administration Guide 186 Notifications Custom Graphics

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a. Select Add New and the new Custom Graphics page appears. b. Enter the value of the required fields and select Save. • To edit a custom graphic a. On the Search Custom Graphics page, select the display name of the custom graphic that you want to edit. b. On the Edit Custom Graphics page, enter the value of the required fields and select Save. • To delete a custom graphic: a. On the Search Custom Graphics page, check the check box next to the display name of the custom graphics that you want to delete. b. Select Delete Selected and OK to confirm deletion. The file must not be more than 1 MB in size and must be unique in its display name and image. You cannot upload the same graphic again. Note Administrative Replaceable Images The administrator can replace the default images for the following status items: • Deleted_message • MWI_OFF • MWI_ON • Read_message • Read_urgent_message • Unread_message • Unread_urgent_message You can restore the images to the defaults using Restore button present on the Search Replaceable Images page. You cannot add or delete any image in the default list. Editing an Administrative Replaceable Image Step 1 In Cisco Unity Connection Administration, expand Templates > Notification Templates and select Administrative Replaceable Image. Step 2 On the Search Replaceable Image page, select the display name of the image that you want to edit. Step 3 On the Edit Replaceable Image page, change the settings, as applicable. (For field information, see Help> This Page). You are not allowed to edit the Display Name field. The replaceable images are used in the notification templates for the status items tags, for example, %MWI_STATUS% and %MESSAGE_STATUS% displays the MWI status and message status of the voice message. Note System Administration Guide 187 Notifications Administrative Replaceable Images

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Step 4 Select Save after applying the settings. Configuring HTML-based Message Notification Unity Connection can be configured to send message notifications in the form of HTML template to an email address. The HTML-based templates can be selected and applied by the administrator to allow HTML notification for a device. To get the HTML notifications exactly as per the template defined by the administrator, the user’s email client must support the display of images and icons. For more information on whether your email client support the display of images and icons, refer to documentation of your email service provider. HTML notifications are supported with the following email clients: • Microsoft Outlook 2010 • Microsoft Outlook 2013 • Microsoft Outlook 2016 • IBM Lotus Notes • Gmail (Web based access only) The user must ensure to select the authentication or non-authentication mode as desired. Configuring the Authenticated and Non-Authenticated Mode If the administrator has created a template that includes images, icons, or status items, then the authentication mode ensures that the user authenticates with the Unity Connection credentials before the images are displayed in an email notification. The non-authentication mode does not prompt user for credentials and the embedded images or icons are displayed without authentication in the email notification. By default, the system is configured for the authentication mode. The administrator can configure the settings through Cisco Unity Connection Administration. Step 1 In Cisco Unity Connection Administration, select System Settings > General Configuration. Step 2 On the Edit General Configuration page, select the Authenticate Graphics for HTML Notification option to turn on the authentication mode and Save. Configuring Unity Connection to Send Voice Message as an Attachment with HTML Notification With Unity Connection 10.0(1) or later release, the administrator can configure Unity Connection to send the voice message as an attachment in the HTML notification to the user. Along with the link to access Unity Connection Mini Web Inbox through the HTML notification email, the user can now access the voice message System Administration Guide 188 Notifications Configuring HTML-based Message Notification

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attachment in the .wav format that can be played on a PC or mobile using any player. Prior to 10.0(1) version, the end user received only a link in the HTML notifications to access Unity Connection Mini Web Inbox and listen to voice messages through Mini Web Inbox only. In case of forwarded messages, the attachment is sent only for the latest voice message. The secure and private voice messages cannot be sent as an attachment. Note Following mobile clients are supported to access voice messages from mobile devices: • iPhone 4 and above • Android Configuring Unity Connection to Send Voice Message as an Attachment SUMMARY STEPS 1. In Cisco Unity Connection Administration, expand Advanced and select Messaging. 2. On the Messaging Configuration page, select the Allow voice mail as attachments to HTML notifications option to send the voice message as an attachment and Save. DETAILED STEPS Purpose Command or Action In Cisco Unity Connection Administration, expand Advanced and select Messaging. Step 1 On the Messaging Configuration page, select the Allow voice mail as attachments to HTML notifications option to send the voice message as an attachment and Save. Step 2 Configuring the Size of Voice Messages Sent as an Attachment Unity Connection is configured to send the voice message as an attachment upto 2048KB with HTML notification. The administrator can configure the size of the voice message using the Cisco Unity Connection Administration. Step 1 In Cisco Unity Connection Administration, expand Advanced and select Messaging. Step 2 On the Messaging Configuration page, enter the size of voice message in the Max size of voice mail as attachment to HTML notifications (KB) text box. Step 3 Select Save. You should restart the Connection Notifier service for changes to take effect. System Administration Guide 189 Notifications Configuring Unity Connection to Send Voice Message as an Attachment

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Notifications Subject Line Format Notification subject line format is a feature that enables you to configure the subject lines of the notification emails. The subject line of the following Notification types can be configured: • Message Notifications: This includes email notifications that are sent to the Unity Connection users for new voice messages. • Missed Call Notifications: This includes the email Notifications for missed calls. • Scheduled Summary Notifications: This includes the email Notifications sent at scheduled time. The subject line for Message Notifications can only be customized for All Voice Messages. For other events, like Dispatch Messages, Fax Messages, Calender Appointments, and Calender Meetings, system generated subject is used. Note Subject Line Parameters The below table describes the parameters that can be specified in the subject line of the notification emails. Description of Subject Line Format Parameters Enter text to be used in subject lines when the Caller ID of the sender of a message is not known. • When the %CALLERID% parameter is used in the subject line format, it is automatically replaced with the ANI Caller ID of the sender of the message. • If the ANI Caller ID is not available and the sender is a Unity Connection user, the primary extension of the caller is used. • If the ANI Caller ID is not available and the sender is a non Unity Connection user, the text that you enter in this field is inserted into the subject line.For example, if you enter ‘Unknown Caller ID’ in this field, same appears on the screen. You can also leave this field blank. %CALLERID% (When Unknown) System Administration Guide 190 Notifications Notifications Subject Line Format

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Enter text to be used in subject lines when both the display name and ANI Caller Name of the sender of the message is not known. • When an outside caller sends a voice message and %NAME% parameter is used in the subject line format of the notification, it is automatically replaced with the ANI Caller Name of the sender of the message.If the ANI Caller Name is not available, Unity Connection inserts the value specified in the %NAME% (When Unknown) field. • When Unity Connection user sends a voice message and %NAME% parameter is used in the subject line format of the notification, it is automatically replaced with the display Name of the sender of the message.If the display Name is not available, Unity Connection inserts the ANI Caller Name. If the ANI Caller Name is not available, the SMTP address of the Unity Connection user is used. %NAME% (When Unknown) Enter text to be used in subject lines when the message is flagged as Urgent. When the %U% parameter is used in the subject line, it is automatically replaced with the text that you enter in this field if the message is flagged as urgent. If the message is not urgent, this parameter is omitted. %U% Enter text to be used in subject lines when the message is flagged as Private. When the %P% parameter is used in the subject line, it is automatically replaced with the text that you enter in this field if the message is flagged as private. If the message is not private, this parameter is omitted. %P% Enter text to be used in subject lines when the message is flagged as secure message. When the %S% parameter is used in the subject line, it is automatically replaced with the text that you enter in this field if the message is flagged as secure. If the message is not a secure message, this parameter is omitted. %S% System Administration Guide 191 Notifications Subject Line Parameters

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Enter text to be used in subject lines when the message is flagged as dispatch message. When the %D% parameter is used in the subject line, it is automatically replaced with the text that you enter in this field if the message is flagged as dispatch message. If the message is not a dispatch message, this parameter is omitted. %D% When %TIMESTAMP% parameter is used in the subject line format of Message Notification or Missed call Notification, its value is the delivery time of the message for which the notification is sent as per the timezone of the recipient. When %TIMESTAMP% parameter is used in the subject line of Scheduled Summary Notification, then its value is the time at which scheduled notification is sent. %TIMESTAMP% Subject Line Format Examples Subject Line Format Examples Subject Line of the Message Received Subject Line Format Type of Notification Message notification: Voice message from John 4132 Message notification: Voice message from %NAME% %CALLERID% Message Notification Missed Call from John (4132) 11.12 hrs Missed Call from %NAME% (%CALLERID%)TIMESTAMP% Missed Call Notification Message Summary Notification Missed Call from %NAME% (%CALLERID%) Scheduled Summary Notification Subject Line Format Configuration You should consider the following when defining the subject line formats: • You must include a % before and after the parameter. • You can define a separate subject line format for each language that is installed on the system. • When a subject line format is not defined for the preferred language of the user, the subject line format definition for the system default language is used instead. Step 1 In Cisco Unity Connection Administration page, expand System Settings > Subject Line Formats. System Administration Guide 192 Notifications Subject Line Format Examples

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Step 2 On the Edit Subject Line Formats page, select Notifications from Choose Message Type drop down to select the required message type. Step 3 Select the applicable language from Choose Language drop down menu. Step 4 Enter text and parameters in the Subject Line Formats fields, as applicable. (For more information on each parameter, see Help> This Page). Step 5 Enter texts in the Parameter Definitions field, as applicable. Step 6 Select Save. Step 7 Repeat Step 2 through Step 5 as needed for the other languages. System Administration Guide 193 Notifications Subject Line Format Configuration

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C H A P T E R 15 Video • Video, on page 195 Video Cisco Media Sense is now end of life and end of support, hence Unity Connection will no longer provide the Video Messaging feature for users.For more information on Cisco Media Sense EOL, see https://www.cisco.com/c/en/us/products/collateral/customer-collaboration/mediasense/eos-eol-notice-c51-738857.html. Note In Unity Connection, a user or an outside caller can also send video message to another user using video enabled end point in case of Ring No Answer (RNA). A user can also record a greeting in video format from a video enabled end point. For more information, see the following references: • Video Messaging chapter of Design Guide for Cisco Unity Connection Release 15 at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/design/guide/b_15cucdg.html • Video Compatibility Matrix section of Compatibility Matrix for Cisco Unity Connection available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/compatibility/matrix/b_cucclientmtx.html. Task List for Configuring Video Messaging Do the following tasks to enable video messaging for the users: 1. Enable video messaging for the users through class of service: a. In Cisco Unity Connection Administration, expand Class of Service and select Class of Service. b. On the Search Class of Service page, select the class of service applied to the voicemail users. c. On the Edit Class of Service page, in the Enable Video section, check the check boxes depending on your requirement. (For more information on each field, see Help> This Page). d. Select Save. 2. Install the Cisco MediaSense video server. For more information, see theInstalling and Configuring Cisco MediaSense section. System Administration Guide 195

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Configure video services in Unity Connection. Ensure that the current video call is not exceeding 20 concurrent video sessions as supported in Unity Connection. Make sure that the video server with which Unity Connection integrates for the storage and retrieval of video messages and greetings is in the active state. Note For more information, see the Configuring Video Services section. 4. Configure video service accounts for Unity Connection users to access the video services. For more information on creating the video service accounts for Unity Connection users, see the Configuring Video Services Accounts section. You can also use the Bulk Administration Tool (BAT) to configure video service accounts. For more information on configuring video service accounts using BAT tool, see the Bulk Administration Tool section. Note 5. Configure the video resolution for video messages and greetings associated with a port group. For more information on configuring port group, see the Codec Advertising section in Telephony Integration chapter. 6. Configure the number of expiration days for video messages after which the video part of a video message get expired and only audio part is retained as a voice message. For more information on configuring message expiration policy, see the Message Recording Expiration section in the Message Storage chapter. You can also configure the Differentiated Services Code Point (DSCP) value for the video messaging on Telephony Configuration page of Cisco Unity Connection Administration. However, it is recommended to set the value of this parameter to the default unless a Cisco support engineer instructs otherwise. Note Installing and Configuring Cisco MediaSense Cisco MediaSense is a video server that integrates with Unity Connection to support the recording, playback, and storage of audio and video recordings. Step 1 Download and install Cisco MediaSense: For information, see the “Cisco MediaSense Installation” chapter of Installation and Administration Guide for Cisco MediaSense Release 9.0(1), available at http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/mediasense/901/inst_admin/CUMS_BK_IFE33F4B_00_mediasense-install-and-admin-guide_chapter_010.html. Step 2 Access Cisco MediaSense Administration: a) From a web browser on any computer in your Unified Communications network, go to http://servername/oraadmin. The servername is the IP address of the server where you have installed Cisco MediaSense. b) A Security Alert message may appear, prompting you to accept the self-signed security certificate, if you have not already installed it. This security message may not appear if you have already installed a security certificate. The Cisco MediaSense Administration Authentication page appears. c) Enter the Application Administrator User ID and Password and select Log In. System Administration Guide 196 Video Installing and Configuring Cisco MediaSense

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Step 3 Select the video file from Cisco MediaSense: a) In Cisco MediaSense Administration, select Media File Management > Add. b) On the Add Media File page, enter a title for the video to be uploaded. Make sure that the title name of the image should be CiscoUnityConnectionLogo.mp4. c) (Optional) Enter a description of the file. d) Browse to select the Cisco logo in the File field and select Save. You can either select a customized logo from your system or can select the standard Cisco logo. Note The customized logo must be in MP4 format and should meet the following specifications: • H.264 constrained baseline profile • Resolution 1080p, 720p, 480p, or 360p • Audio AAC-LC (MediaSense converts it to AAC-LD upon import) • 48000 Hz sampling frequency • Mono • Maximum 2GB file size Step 4 Disable Cisco Media Sense Prune Policy: Cisco MediaSense has a default setting of pruning enabled for 60 days, which means that MediaSense deletes all video messages/greetings after 60 days and the messages/greetings are not available any more. To avoid your video messages/greetings from getting deleted, you must disable the MediaSense Prune Policy setting a. In Cisco MediaSense Administration, select Prune Policy Configuration. b. On the MediaSense Prune Policy Configuration page, uncheck the Automatically prune recordings after they are more than 60 days old, and when disk space is needed for new recordings (1) check box and select Save. c. Restart all the Cisco MediaSense media services on all the nodes. Configuring Video Services Video services allow Unity Connection to integrate with video server to store and retrieve all the video messages and greetings recorded by the user. In addition, it allows Unity Connection to verify the state of video server, codecs, and user credentials used with video server. Step 1 In Cisco Unity Connection Administration, expand Video and select Video Services. The Search Video Services page appears displaying the currently configured video services. Step 2 Configure video services (For more information on each field, see Help > This Page): • To add a new video service account: • On the Search Video Services page, select Add New. • On the New Video Service page, enter the values of the required fields and select Save. You need to restart the Connection Conversation service on each server in a Unity Connection cluster. • Select Test to display the task execution results window. System Administration Guide 197 Video Configuring Video Services

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• To edit an existing video service: • On the Search Video Services page, select the video service that you want to edit. • On the Edit Video Service page, enter the values of the required fields and select Save. • Select Test to display the task execution results window. • To delete one or more video services: • On the Search Video Services page, check the check boxes for the video services that you want to delete. • Select Delete Selected and OK to confirm. Configuring Video Services Accounts After configuring video services in Unity Connection, the administrator needs to configure video service accounts for each user. You can also use the Bulk Administration Tool (BAT) to create, edit, and delete multiple video services accounts at the same time by importing information contained in a comma separated value (CSV) file. Note Step 1 In Cisco Unity Connection Administration, expand Users and select Users. The Search Users page appears displaying the currently configured users. Step 2 Configure video service accounts for the users (For more information on each field, see Help> This Page): • To add a video service account for a user: • On the Search Users page, find the user for which you want to create a video service account. • On the Edit Users Basics page, select Edit> Video Services Accounts. • On the Video Services Accounts page, select Add New. • For each user, you can add only one video service account. • On the New Video Services Accounts page, enter the values of the required fields. Check the Map Video Service check box to configure the video service with video service account and select Save. Note • To edit an existing video service account for one or more users: • On the Search Users page, find the user for which you want to edit the video service account. To edit the video service account of more than one user, check the check boxes for the users and select Bulk Edit. • On the Edit User Basics page, select Edit> Video Services Accounts. • On the Video Services Accounts page, select the video service account that you want to edit. • On the Edit Video Services Accounts page, enter the values of the required fields. Select the Map Video Service check box to configure the video service with video service account and select Save. • To delete a video service account for one or more users: • On the Search Users page, find the user for which you want to delete the video service account. • On the Edit User Basics page, select Edit> Video Service Accounts. System Administration Guide 198 Video Configuring Video Services Accounts

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• On the Video Service Accounts page, select the video service account that you want to delete. • Select Delete Selected and OK to confirm. System Administration Guide 199 Video Configuring Video Services Accounts

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C H A P T E R 16 System Settings • • Overview, on page 201 • General Configuration, on page 201 • Cluster, on page 202 • Authentication Rules, on page 202 • Roles, on page 204 • Restriction Tables, on page 206 • Licenses, on page 206 • Schedules, on page 206 • Holiday Schedules, on page 206 • Global Nicknames, on page 206 • Subject Line Formats, on page 207 • Attachment Descriptions, on page 210 • Enterprise Parameters, on page 211 • Service Parameters, on page 214 • Plugins, on page 221 • Fax Server, on page 222 • LDAP, on page 222 • SAML Single Sign On, on page 223 • Authz Server, on page 223 • Cross-Origin Resource Sharing (CORS), on page 224 • SMTP Configuration, on page 225 Overview The System Settings menu in Cisco Unity Connection Administration provides various options that helps you to manage the system wide settings for different features and parameters. General Configuration The General Configuration settings enables the administrator to manage various system settings and conversation settings in Unity Connection. System Administration Guide 201

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The system settings include the default partition, default search space, and timezone in which Unity Connection plays the system prompts to users and callers. The conversation settings include the default phone language settings, target decibel level for messages and greetings, and maximum greeting length in Unity Connection system. Managing the General Configuration Settings Step 1 In Cisco Unity Connection Administration, expand System Settings and select General Configuration. Step 2 On the Edit General Configuration page, enter the values of the required settings. (For more information on each field, see Help> This Page). Step 3 Select Save. Cluster The Cluster settings page enables an administrator to view and manage the Unity Connection cluster related information. To access the cluster settings, sign in to Cisco Unity Connection Administration, expand System Settings and select Cluster. The Find and List Servers page displays the hostname or IP address and the server type of the installed Unity Connection servers. If you have installed only the publisher server, you need to add the details of the subscriber server in the Cluster settings to configure a cluster. For more information, see the “Configuring Cisco Unity Connection Cluster” chapter in Install, Upgrade, and Maintenance Guide for Cisco Unity Connection Release 15 available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/install_upgrade/guide/b_15cuciumg.html. You can manage the server details of publisher or subscriber server from the Server Configuration page in which you specify the hostname, IP address, MAC details, and local bandwidth management (LBM) information of the server. For more information on each field, see Help> This Page. Authentication Rules Authentication rules in Unity Connection govern the policies for user passwords, PINs, and user account lockouts. The authentication rules prevent unauthorized access to Unity Connection web applications, such as Cisco PCA and Web Inbox, by locking out users when they enter invalid PINs or passwords. The two predefined authentication rules are Recommended Voice Mail Authentication Rule and the Recommended Web Application Authentication Rule. When you add users to Unity Connection, the phone PINs and web application passwords are determined by the user template used to create the user account. By default, user templates are assigned randomly generated strings for the phone PIN and web password. All users created from a user template are assigned the same PIN and password. A user must change the password or PIN during the next sign in to secure access to his account details. Consider the following points when configuring PINs and passwords in Unity Connection: System Administration Guide 202 System Settings Managing the General Configuration Settings

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• To enhance security settings, change the PINs and passwords frequently. For information on changing the web application or phone passwords, see the Users, on page 37 chapter. Users can also change the PINs or passwords using the Messaging Assistant. Note • To protect Unity Connection from unauthorized access and toll fraud, every user should be assigned a unique phone PIN and web application password. • The PINs or passwords should be of six characters and non trivial. The PINs and passwords used in various Unity Connection applications are: • Voicemail password: The voicemail passwords are used to sign in to a Unity Connection conversation using phone. Users can either use the phone keypad to enter a password that entirely consists of digits or can speak out the PIN if enabled for voice recognition. • Web Application password: The web application password is used by a user to sign in to the Unity Connection web applications, such as Messaging Assistant and Web Inbox. If you are using Cisco Business Edition or LDAP authentication, users must use the Cisco Business Edition or LDAP user passwords to access the Unity Connection web applications. Note Configuring Authentication Rules The authentication rules configured in Cisco Unity Connection Administration helps determine: • The number of failed sign in attempts to the Unity Connection phone interface, Cisco PCA, or Unity Connection Administration that are allowed before an account is locked. • The number of minutes an account remains locked before it is reset. • Whether a locked account must be unlocked manually by an administrator. • The minimum length allowed for passwords and PINs. • The number of days before a password or PIN expires. Step 1 In Cisco Unity Connection Administration, expand System Settings and select Authentication Rules. The Search Authentication Rules page appears displaying the default and currently configured authentication rules. Step 2 Configure an authentication rule (For more information on each field, see Help> This Page): • To add an authentication rule: On the Search Authentication Rules page, select Add New. On the New Authentication Rules page, enter the values of the required fields and select Save. System Administration Guide 203 System Settings Configuring Authentication Rules

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• To edit an existing authentication rule: On the Search Authentication Rules page, select the authentication rule that you want to edit. On the Edit Authentication Rules page, enter the values of the required fields and select Save. • To delete one or more authentication rules: On the Search Authentication Rules page, select the authentication rule that you want to delete. Select Delete Selected and OK to confirm deletion. Roles A role comprises of set of privileges that define the access level to the system. System Administrator can configure multiple roles based on the administrative needs. The role assignment for a user account can be done based on the set of operations required. Unity Connection offers two types of roles: • System Roles - System Roles are the predefined roles that come installed with Unity Connection. • Custom Roles - Custom Roles are the roles which can be created, updated or deleted by a System Administrator. You can assign or remove any role to one or more users from the Edit Roles page of Users. For more information, see the Users, on page 37 chapter. Note User with System Admin or User Admin role can only update the Pin/Password for any other user with any system roles. Also any user can update the Pin/Password for other user who is not assigned any role. Note Configuring Roles You can create, modify, or delete Custom Roles based on your requirements. To Configure Custom Role Step 1 In Cisco Unity Connection Administration, expand System Settings > Roles and select Custom Roles. The Search Custom Role page appears displaying the currently configured custom roles. Step 2 Configure the custom role: • To add a Custom Role (For more information on each field, see Help> This Page): a. Select Add New. The New Custom Role page appears. b. Enter the required information in the fields. c. Select a system role that you want to inherit. d. Select the privileges to be assigned to the custom role. System Administration Guide 204 System Settings Roles

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Note (Applicable only for Unity Connection12.0 and 11.5) Make sure to select the "Read Access To System Configuration Data - Read Access " privilege. e. Select Save. • To update a Custom Role: a. Select the Custom Role that you want to edit. The Edit Custom Role page appears displaying the current settings of the custom role. b. Edit the Custom Role settings as applicable.. c. Select Save. • To delete a Custom Role: a. Check the check box next to the custom role that you want to delete. b. Select Delete Selected. A dialog box with the "After role deletion, it's association with the users will be removed" message appears. Note c. Select OK to confirm the deletion. You can delete multiple roles by selecting more than one checkbox at a time. Note Assigning or Removing Roles to a User To Assign or Remove a Role to a User from System Settings Step 1 In Cisco Unity Connection Administration, expand System Settings > Roles and select either of the following: . • System Roles: The Search Roles page appears displaying already configured system roles. • Custom Roles: The Search Custom Roles page appears displaying already configured custom roles. Step 2 Assign a role to one or more users (For more information on each field, see Help> This Page): a) Select the role that you want to assign to one or more users. b) Select Role Assignments on the Edit page of the selected role. Make sure to select not in from the Find Users dropdown list for the specific role that you want to assign. Note c) Check the check boxes next to the users to whom you want to assign the role and select Assign Selected. Step 3 Remove a role from one or more users (For more information on each field, see Help> This Page): a) Select the role that you want to remove from one or more users. b) Select Role Assignments on the Edit page of the selected role.. c) Check the check boxes next to the users for whom you want to remove the role and select Remove Selected. System Administration Guide 205 System Settings Assigning or Removing Roles to a User

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Restriction Tables The restriction tables allow you to control which phone numbers or URIs the users and administrators can use for transferring calls, dialing out message notifications and faxes, and to restrict specific extensions from being added as alternate extensions. For more information, see the Restriction Tables section. Licenses The License settings page displays the license information in a Unity Connection server. In Unity Connection, the licenses are managed by Cisco Smart Software Licensing. This licensing model adds flexibility to your licensing and simplifies it across the enterprise. Unity Connection must be registered with the Cisco Smart Software Manager (CSSM) or Cisco Smart Software Manager satellite to use various licensed feature. Unity Connection remains in the Evaluation Mode until it registers with the Cisco Smart Software Manager (CSSM) or Cisco Smart Software Manager satellite. For information on Unity Connection licenses, see the “Managing Licenses“ chapter of the Install, Upgrade, and Maintenance Guide for Cisco Unity Connection, Release 15, available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/install_upgrade/ guide/b_15cuciumg.html. Schedules The Schedule settings page helps to manage the various schedules in Unity Connection. An administrator can control greetings, transfer types, and access rights based on the schedules applied to a user or call handler. Holiday Schedules Holiday schedules work together with active schedules to control greetings, transfer types, and access rights. For more information see the Holiday Schedules section. Global Nicknames The Global Nickname list is a comprehensive list of common nicknames that Unity Connection considers when a caller uses voice recognition to place a call or to address messages. For example, Unity Connection considers “Bill,” “Billy,” and “Will” to be nicknames for the name “William.” If a user has an uncommon name or if others know the user by a different name (for example, a maiden name) consider adding these alternate names for the user. Alternate names improve the likelihood of Unity Connection placing a call when callers ask for the user by name. Configuring a Global Nickname in Unity Connection Step 1 In Cisco Unity Connection Administration, expand System Settings and select Global Nicknames. System Administration Guide 206 System Settings Restriction Tables

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The Search Global Nicknames page appears displaying the currently configured global nicknames. Step 2 Configure a nickname (For more information on each field, see Help> This Page) • To add a nickname: On the Search Global Nicknames page, select Add New. On the New Global Nicknames page, enter the values of the required fields and select Save. • To edit a nickname: On the Search Global Nicknames page, select the nickname that you want to edit. On the Edit Global Nicknames page, enter the values of the required fields and select Save. • To delete a nickname: On the Search Global Nicknames page, select the nickname that you want to delete. Select Delete Selected and OK to confirm deletion. Subject Line Formats The message subject lines are visible when users view and listen to messages in Web Inbox, Messaging Inbox, an IMAP client, an RSS client, or any other visual client that displays the message subject. Subject lines are not presented to users when they listen to voice messages over phone. You can configure both the wording and the information that is included in the subject line of voice messages, including localizing the subject line according to the language of the recipient. The subject line format is defined for the following types of messages: 1.For Voice Messages: • Outside caller messages: The unidentified voice messages or messages from callers who are not Unity Connection users. This also includes the messages left for a system call handler. • User to user messages: The identified voice messages or messages from Unity Connection users. • Interview handler messages: The messages left for interview handlers. • Live record messages: The messages containing conversation recorded during the communication between users and callers. 2.For Notifications: • Message Notifications: This includes Email notifications that are sent to the Unity Connection users for new voice messages. • Missed Call Notifications: This includes the Email notifications for missed calls. • Scheduled Summary Notifications: This includes the Email notifications sent at scheduled time(s). For more information on Notifications Subject Line Format, see Notifications Subject Line Format section. System Administration Guide 207 System Settings Subject Line Formats

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Subject Line Parameters for Voice Messages Following table describes the parameters that can be used to define message subject lines. Table 9: Parameters Used to Define Message Subject Lines Description Parameter When the %CALLERID% parameter is used in a subject line format, it is automatically replaced with the ANI Caller ID of the sender of the message. If the ANI Caller ID is not available, the text entered in the %CALLERID% (When Unknown) field is inserted into the subject line instead. %CALLERID% When the %CALLEDID% parameter is used in a subject line format, it is automatically replaced with the ID of the number called by the sender of the message. If the Called ID is not available, the text entered in the %CALLEDID% (When Unknown) field is inserted into the subject line instead. You might find this field useful in cases where more than one organization shares a single Cisco Unity Connection system, and there are multiple inbound numbers defined so that callers can be routed to different opening greetings. In this case it might be helpful if messages left in a general help voice mailbox include the number that the sender of the message used when calling the system. %CALLEDID% When the %NAME% parameter is used in the subject line format of an outside caller message, it is automatically replaced with the ANI Caller Name of the sender of the message. If the ANI Caller Name is not available, Cisco Unity Connection inserts the value specified in the %NAME% (When Unknown) field. When the %NAME% parameter is used in the subject line format of a user to user message, it is automatically replaced with the display name of the sender of the message. If the display name is not available, Unity Connection inserts the ANI Caller Name. If the ANI Caller Name is not available, Unity Connection inserts the value specified in the %NAME% (When Unknown) field. When the %NAME% parameter is used in the subject line format of an interview handler message, it is automatically replaced with the ANI Caller Name of the sender of the message. If the ANI Caller Name is not available, Unity Connection inserts the display name of the interview handler. If the display name is not available, Unity Connection inserts the value specified in the %NAME% (When Unknown) field. When %NAME% is used in the Live Record Messages field, it is automatically replaced with the display name of the user who initiated the live record message. If the display name is not available, Unity Connection inserts the ANI Caller Name. If the ANI Caller Name is not available, Unity Connection inserts the value specified in the %NAME% (When Unknown) field. %NAME% System Administration Guide 208 System Settings Subject Line Parameters for Voice Messages

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Description Parameter When the %EXTENSION% parameter is used in a subject line format, it is automatically replaced with the extension of the sender of the message, or for messages recorded by call handlers or interview handlers, with the extension of the handler. If the extension is not available, the value entered in the %EXTENSION% (When Unknown) field is inserted into the subject line instead. When %EXTENSION% is used in the Live Record Messages field, it is replaced with the extension of the user who initiated the live record message Note %EXTENSION% When the %U% parameter is used in a subject line format, it is automatically replaced with the text that you enter in the %U% field if the message is flagged as urgent. If the message is not urgent, this parameter is omitted. %U% When the %P% parameter is used in a subject line format, it is automatically replaced with the text that you enter in the %P% field if the message is flagged as private. If the message is not private, this parameter is omitted. %P% When the %S% parameter is used in a subject line format, it is automatically replaced with the text that you enter in the %S% field if the message is flagged as a secure message. If the message is not a secure message, this parameter is omitted. %S% When the %D% parameter is used in a subject line format, it is automatically replaced with the text that you enter in the %D% field if the message is flagged as a dispatch message. If the message is not a dispatch message, this parameter is omitted. %D% Subject Line Format Examples for Voice Messages Table 10: Subject Line Format Example Subject Line of the Message Received Message Details Subject Line Format Type of Message "Voice message from 2065551212" An outside caller with the ANI Caller ID 2065551212 %U% %D% Voice message from %CALLERID% Outside caller message "Urgent Message from John Jones [4133]" John Jones, at extension 4133-an urgent message %U% %P% %S% Message from %NAME% [%CALLERID%] User to user message "Message from Sales Survey [Unknown caller ID]" "Sales Survey" interview handler, no ANI caller ID available Message from %NAME% [%CALLERID%] Interview handler message "Live Record message from 4085551212" User recording of a phone call from a caller with the ANI caller ID 4085551212 Live Record message from %CALLERID% Live Record message System Administration Guide 209 System Settings Subject Line Format Examples for Voice Messages

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When a System Call Handler or Interview Handler is configured to receive the voice messages that are forwarded to the user with mailbox assigned to the Call handler, by default the information of call handler is appeared in the From field of Subject Line for the messages. If you want to get the sender's original information in the From field of subject line of the message, do the following: 1. Execute run cuc dbquery unitydirdb update tbl_configuration set valuebool ='1' where fullname='System.Conversations.ConfigParamForSenderInfo' CLI command. 2. Restart the Connection Conversation Manager on the Unity Connection server to reflect the changes 3. In case of a cluster, run the CLI command on publisher server and restart the Connection Conversation Manager on both the nodes of Unity Connection. Subject Line Format Configuration You should consider the following when defining the subject line formats: • You must include a % before and after the parameter. • You can define a separate subject line format for each language that is installed on the system. • When a subject line format is not defined for the preferred language of the user, the subject line format definition for the system default language is used instead. • When a message is sent to a distribution list, the subject line format for the system default language is used for all recipients in the distribution list. This means that the subject line is not necessarily in the preferred language of each recipient. • Subject line formats are applied to voice messages when the messages are saved to the database. Messages that are already in user mailboxes are not altered if the subject line format definitions are subsequently changed. Only voice messages that are recorded after the changes have been saved reflect the new subject line definition. Configuring Subject Line Formats in Unity Connection Step 1 In Cisco Unity Connection Administration, expand System Settings and select Subject Line Formats. Step 2 On the Edit Subject Line Formats page, enter the values of the required fields or parameters. (For more information on each field, see Help> This Page). Step 3 Select Save. Attachment Descriptions When Unity Connection is integrated with a third party message store, it uses Text to Speech (TTS) descriptions of message attachments for the users who check the messages on phone. For example, an attachment with the extension .jpg is described as “an image.” System Administration Guide 210 System Settings Subject Line Format Configuration

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Configuring Description of a Message Attachment Step 1 In Cisco Unity Connection Administration, expand System Settings and select Attachment Descriptions. The Search TTS Descriptions of Message Attachments page appears displaying the currently configured message attachment descriptions. Step 2 Configure description of a message attachment (For more information on each field, see Help> This Page): • To add description of a message attachment: On the Search TTS Descriptions of Message Attachments page, select Add New. On the New TTS Description of Message Attachment page, enter the values of the required fields and select Save. • To edit an existing description of a message attachment: On the Search TTS Descriptions of Message Attachments page, select the attachment that you want to edit. On the Edit TTS Descriptions of Message Attachments page, enter the values of the required fields and select Save. • To delete description of a message attachment: On the Search TTS Descriptions of Message Attachments page, select the attachment that you want to delete. Select Delete Selected and OK to confirm deletion. Enterprise Parameters Enterprise parameters for Unity Connection provide default settings that apply to all services in Cisco Unified Serviceability. To view and manage the enterprise parameters, sign in to Cisco Unity Connection Administration, expand System Settings and select Enterprise Parameters. For more information about Cisco Unified Serviceability services, see the Cisco Unified Serviceability Administration Guide Release 10.0(1), available at http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/service/10_0_1/admin/CUCM_BK_CDDBCDEB_00_cisco-unified-serviceability-merge-100.html. The Table 16-1 describes the enterprise parameters available in Unity Connection. The fields not described in this table are managed from Cisco Unified Communications Manager. Enterprise Parameter Descriptions Description Parameter Name Specifies the parameter value for the server. The administrator cannot edit the parameter value from the Enterprise Parameters page. Cluster ID Specifies the number of devices that can be traced concurrently if you select device name based trace in the Trace Configuration in Cisco Unified Serviceability. Default setting: 12 Minimum: 0 Maximum: 256 Max Number of Device Level Trace System Administration Guide 211 System Settings Configuring Description of a Message Attachment

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Description Parameter Name Localization Parameters Specifies the default network locale for tones and modulations of voice. The selected network locale applies to all gateways and phones that do not have the network locale set at the device or device pool level. Make sure that the selected network locale is installed and supported for all gateways and phones. Reset all devices for the parameter change to take effect. Note Default setting: United States Default Network Locale Specifies the default user locale for language selection. Not all locales are supported by all models. For models that do not support this setting, set their locale explicitly to something they support. Reset all devices for the parameter change to take effect. Note Default setting: English United States Default User Locale Prepare Cluster for Rollback If a Unity Connection cluster is upgraded to a higher version, this settings specifies the previous version of Unity Connection Default setting: False Prepare Cluster for Rollback to pre 8.0 Trace Parameters Enables the use of separate threads to close trace files. This may improve the performance of the system at the end of a trace file. Default setting: True File Close Thread Flag Defines the high-water mark after which the separate thread used to close trace files stops accepting trace files to close; the trace file is then closed without the use of a separate thread. Default setting: 100 Minimum: 0 Maximum: 500 FileCloseThreadQueueWaterMark Clusterwide Domain Configuration Parameters Defines the top level domain for the organization (for example, cisco.com). Maximum length: 255 Allowed values: Provide a valid domain (for example, cisco.com) with up to 255 of the following characters: any upper or lower case letter (a-z, A-Z), any number (0-9), the hyphen (-), or the dot (.) The dot serves as a domain label separator. Domain labels must not start with a hyphen. The last label (for example, .com) must not start with a number. Abc.1om is an example of an invalid domain. Organization Top Level Domain System Administration Guide 212 System Settings Enterprise Parameters

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Description Parameter Name Defines one or more Fully Qualified Domain Names (FQDN) for the cluster. Multiple FQDNs must be separated by a space. Wildcards can be specified within an FQDN using an asterisk (*). Examples are cluster-1.rtp.cisco.com and *.cisco.com. Requests containing URLs (for example, SIP calls) whose host portion matches any of the FQDNs in this parameter are recognized as a request destined for the cluster and/or devices attached to it. Maximum length: 255 Allowed values: Provide one or more fully qualified domain names (FQDN), or partial FQDNs using the * wildcard (for example, cluster-1.cisco.com or .cisco.com). Multiple FQDNs must be separated by a space. The following characters are allowed: • Any upper or lower case letter (a-z or A-Z) • Any number (0-9) • Hyphen (-) • Asterisk () • Dot (.) The dot serves as a domain label separator. Domain labels must not start with a hyphen. The last label (for example, .com) must not start with a number. Abc.1om serves as an example of an invalid domain. Cluster Fully Qualified Domain Name Cisco Support Use Used by Cisco Technical Support only. Maximum length: 10 Cisco Support Use 1 Used by Cisco Technical Support only. Maximum length: 10 Cisco Support Use 2 Cisco Syslog Agent System Administration Guide 213 System Settings Enterprise Parameters

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Description Parameter Name Enter the name or IP address of the remote Syslog server that you want to use to accept Syslog messages. You can configure up to five remote Syslog servers to accept Syslog messages. If a server name is not specified, Cisco Unified Serviceability does not send the Syslog messages. Do not specify a Cisco Unified Communications Manager server as the destination because the Cisco Unified Communications Manager server does not accept Syslog messages from another server. Maximum length: 255 Allowed values: Provide a valid remote syslog server name with the following characters: • A-Z • a-z • 0-9 • . • - Remote Syslog Server Name 1 to Remote Syslog Server Name 5 Select the desired Syslog messages severity for the remote syslog server. All the syslog messages with selected or higher severity level are sent to remote syslog. If a remote server name is not specified, Cisco Unified Serviceability does not send the Syslog messages. Default setting: Error Syslog Severity for Remote Syslog Messages CUCReports Parameters Specifies the maximum number of seconds used when trying to establish a Unity Connection with another server. Increase this time if Unity Connection experiences issues on a slow network. Default setting: 10 Minimum: 5 Maximum: 120 Report Socket Unity Connection Timeout Specifies the maximum number of seconds used when reading data from another server. Increase this time if Unity Connection experiences issues on a slow network. Default setting: 60 Minimum: 5 Maximum: 600 Report Socket Read Timeout Service Parameters Service parameters for Unity Connection allow you to configure different services in Cisco Unified Serviceability.You can view a list of service parameters and the descriptions by selecting the question mark button in the Service Parameter Configuration window. If you turn off a service in Cisco Unified Serviceability, Unity Connection retains any updated service parameter values. If you start the service again, Unity Connection sets the service parameters to the changed values. To view and manage the service parameters, sign in to Cisco Unity Connection Administration, expand System Settings and select Service Parameters. System Administration Guide 214 System Settings Service Parameters

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For more information about Cisco Unified Serviceability services, see the Cisco Unified Serviceability Administration Guide Release 10.0(1), available at http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/service/10_0_1/admin/CUCM_BK_CDDBCDEB_00_cisco-unified-serviceability-merge-100.html. Some changes to service parameters can cause system failure. You should not make any changes to service parameters unless you fully understand the feature that you are changing or unless the Cisco Technical Assistance Center (Cisco TAC) specifies the changes. Caution The Table 16-2 describes the service parameters that can be modified for Unity Connection. The fields not described in this table are managed from Cisco Unified Communications Manager. Service Parameter Descriptions Description Service Parameter Cisco AMC Service Specifies the Primary AMC (AlertMgr and Collector) server that collects clusterwide real-time information. Value must match one of the configured servers and, preferably, a server with no or minimal call processing. Primary Collector Specifies the Failover AMC (AlertMgr and Collector) server. The server specified in this parameter is used to collect real-time data when the Primary AMC is down or unreachable. No data is collected if Failover Collector is not specified when Primary Collector is not active. Failover Collector Determines whether collecting and alerting of real-time cluster information is enabled (True) or disabled (False). Default setting: True Data Collection Enabled Specifies the AMC collecting rate, in seconds. Default setting: 30 Minimum: 15 Maximum: 300 Unit: seconds Data Collection Polling Rate Specifies the amount of time, in seconds, that backup AMC (AlertMgr and Collector) waits at startup in order to determine if primary AMC is up and actively collecting. This parameter prevents backup AMC from assuming a collecting task prematurely. Restart the AMC service on the backup server for the parameter change to take effect. Note Default setting: 60 Minimum: 15 Maximum: 300 Unit: seconds Server Synchronization Period Specifies the port number to turn on RMI registry. This port is used for primary or backup AMC to locate other AMC and for the RTMT servlet to find primary/backup AMC. Restart the AMC service for the parameter change to take effect. Note Default setting: 1099 Minimum: 1024 Maximum: 65535 RMI Registry Port Number System Administration Guide 215 System Settings Service Parameters

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Description Service Parameter Specifies the port number used for RMI remote object. This port is used for AMC to exchange data with other AMC as well as with RTMT servlet. Restart the AMC service for the parameter change to take effect. Note Default setting: 1090 Minimum: 1024 Maximum: 65535 RMI Object Port Number (For AMC troubleshooting purpose only.) Enables and disables the alerting (email/epage) feature. Restart the AMC service for the parameter change to take effect. Note Default setting: True AlertMgr Enabled (For AMC troubleshooting purpose only.) Enables and disables the logging feature (CSV files for generating reports). Restart the AMC service for the parameter change to take effect. Note Default setting: True Logger Enabled Cisco Database Layer Monitor Service Specifies the hour to begin call detail recording (CDR) database maintenance. Use this parameter in combination with the Maintenance Window parameter. For example, specifying 22 in this parameter means that the CDR maintenance would begin at 10 p.m. If the Maintenance Window parameter is set to 2, it means that CDR maintenance runs every hour from 10 p.m. to midnight. If both parameters are set to 24, CDR maintenance runs every hour all day long. During CDR maintenance, the system deletes the oldest CDRs and associated call management records (CMRs). Therefore, the maximum number of records specified in the Max CDR Records parameter is maintained. Also during maintenance, the system issues an alarm if the CDR file count exceeds 200 and checks for replication links between servers that have been broken and tries to reinitialize them. Default setting: 24 Minimum: 1 Maximum: 24 Unit: hours Maintenance Time System Administration Guide 216 System Settings Service Parameters

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Description Service Parameter Specifies the time during which CDR maintenance is performed on an hourly basis. For example, if this parameter is set to 12, CDR maintenance runs every hour for 12 hours, starting at the time that is specified in the Maintenance Time parameter. For example, if the Maintenance Time parameter is set to 7 and this parameter is set to 12, CDR maintenance begins at 7 a.m. and run every hour until 7 p.m. If both parameters are set to 24, CDR maintenance runs every hour all day long. During CDR maintenance, the system deletes the oldest CDRs and associated CMRs. Therefore, the maximum number of records specified in the Max CDR Records parameter is maintained. Also, during maintenance, the system issues an alarm if the CDR file count exceeds 200 and checks for replication links between servers that have been broken, and tries to reinitialize them. Default setting: 2 Minimum: 1 Maximum: 24 Unit: hours Maintenance Window When set to On, collects Database Replication Status summary every day during the Maintenance window and compares the output of three consecutive days to determine if there are tables that have been out of sync for all three days. If that is the case, it triggers an alert. This parameter, by default, is set to Off and runs at the time specified in Maintenance Time parameter. Default: Off Table Out of Sync Detection Sets the Maintenance Task trace. You must turn on this parameter to get a performance counter trace from the Maintenance Task. This is a required field. Default setting: Off MaintenanceTaskTrace Cisco DirSync Specifies the maximum number of LDAP directories (also known as agreements) that can be configured in the LDAP Directory window in Cisco Unified CM Administration (System > LDAP > LDAP Directory). Creating more than one LDAP directory helps in synchronizing users from more than one search base. You must restart the Cisco DirSync service for changes to this parameter to take effect. Note Default setting: 5 Minimum: 1 Maximum: 5 Maximum Number of Agreements Specifies the maximum number of LDAP host names that can be configured for failover purposes. You must restart the Cisco DirSync service for changes to this parameter to take effect. Note Default setting: 3 Minimum: 1 Maximum: 3 Maximum Number of Hosts System Administration Guide 217 System Settings Service Parameters

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Description Service Parameter Specifies the number of seconds to delay before retrying the Unity Connection to the first LDAP server (hostname) that is configured in Cisco Unified CM Administration. After a Unity Connection failure, the system tries three times with reconnect to the same host. When the third attempt is also unsuccessful, the system attempts to connect to the next host name in the list in hierarchical order. Default setting: 5 Minimum: 5 Maximum: 60 Retry Delay on Host Failure (secs) Specifies the number of minutes to delay before retrying every LDAP server (hostnames) that is configured in Cisco Unified CM Administration. Unity Connection to LDAP servers are retried in the order they appear in Cisco Unified CM Administration and three attempts are made based on the delay interval specified in the Retry Delay On Host Failure service parameter. When all three attempts fail, the next LDAP server in the list is tried. If the system is unable to connect to any of the servers in the list, an error gets logged and the system waits until the next sync interval before retrying to connect starting with the first server in the list. Default setting: 10 Minimum: 10 Maximum: 120 Retry Delay on HostList Failure (mins) Specifies the number of seconds allowed for establishing the LDAP connection in Unity Connection. The LDAP service provider aborts the attempt if a connection to Unity Connection cannot be established in the specified amount of time. Default setting: 5 Minimum: 1 Maximum: 60 LDAP Unity Connection Timeout (secs) Specifies the delay in starting the directory synchronization process after the Cisco DirSync service starts. Directory synchronization ensures that the users in the LDAP server are copied to the Cisco Unified Communications Manager database. You must restart the Cisco Tomcat service for changes to this parameter to take effect. Note Default setting: 5 Minimum: 5 Maximum: 60 Delayed Sync Start Time (mins) Cisco RIS Data Collector Parameters Specifies the static TCP port that the Cisco RIS Data Collector services in the cluster use to communicate with each other. This is a required field. Restart the Cisco RIS Data Collector service on each server in the cluster for the parameter change to take effect. Note Default setting: 2555 Minimum: 1024 Maximum: 65535 RIS Cluster TCP Port System Administration Guide 218 System Settings Service Parameters

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Description Service Parameter Specifies the static TCP port that the RIS clients use to communicate with the Cisco RIS Data Collector services in the cluster. Note: You must restart Cisco Database Layer Monitor service and the Cisco RIS Data Collector service on each server in the cluster for the parameter change to take effect. Restart Cisco Database Layer Monitor service and the Cisco RIS Data Collector services on each server in the cluster for the parameter change to take effect. Note Default setting: 2556 Minimum: 1024 Maximum: 65535 RIS Client TCP Port Specifies the time (in seconds) that a RIS client waits for a reply from the Cisco RIS Data Collector service. The RIS Data Collector service running on each server internally distributes 90 percent of the value specified in this parameter. To set this parameter correctly for a cluster with multiple servers, specify a value that is 4 times (or more) the number of servers that are running the RIS Data Collector service in your cluster. Choosing a higher value helps ensure that the RIS Data Collector service on one server has enough time to receive a reply from the RIS Data Collector service on another server. The time needed for a reply can vary based on factors such as the processor speed of the server, number of devices registered to the server, amount of server memory, the volume of calls, and other performance-affecting factors. Default setting: 30 Minimum: 10 Maximum: 1000 Unit: seconds RIS Client Timeout Specifies the time of the day that the RIS database is cleaned up to remove any unused and old device information. During this time, the Number of Registration Attempts performance counters for all devices reset to 0. Default setting: 22:00 Maximum length: 5 Allowed values: Specify time in HH:mm format (for example 06:11). Unit: hours:minutes RIS Cleanup Time of the Day Specifies the RIS database information storage period for any unregistered or rejected device information from the Cisco CallManager service. After the time specified in this parameter expires, Cisco CallManager removes the expired entries during the next RIS database cleanup time (specified in the RIS Cleanup Time of the Day parameter). Default setting: 3 Minimum: 1 Maximum: 30 Unit: days RIS Unused Cisco CallManager Device Store Period Specifies the RIS database information storage period for any closed provider, device, or line information from the CTI Manager. After the time specified in this parameter expires, Cisco CTI Manager removes the expired entries during the next RIS database cleanup time (specified in the RIS Cleanup Time of the Day parameter). Default setting: 1 Minimum: 0 Maximum: 5 Unit: days RIS Unused CTI Records Storage Period System Administration Guide 219 System Settings Service Parameters

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Description Service Parameter Specifies the maximum number of records for closed CTI providers, devices, and lines that is kept in the RIS database. After the limit specified in this parameter reaches, Cisco CTI Manager does not save any new record for unused CTI providers, devices, or lines to the RIS database. Default setting: 3000 Minimum: 0 Maximum: 5000 Unit: records RIS Maximum Number of Unused CTI Records Enables or disables Trace and Log Central throttling behavior. Default setting: True TLC Throttling Enabled Specifies the system IOWait percentage that TLC throttles towards itself. Default setting: 10 Minimum: 10 Maximum: 40 TLC Throttling IOWait Goal Specifies the system CPU utilization percentage that TLC throttles towards itself. Default setting: 80 Minimum: 65 Maximum: 90 TLC Throttling CPU Goal Specifies the minimum delay in milliseconds between IO wait and CPU usage polls for the purpose of trace collection throttling. Default setting: 250 Minimum: 200 Maximum: 2000 TLC Throttling Polling Delay Specifies the maximum time an SFTP transfer is paused in order to prevent timeouts. This is a required field. Default setting: 5000 Minimum: 1000 Maximum: 10000 TLC Throttling SFTP Maximum Delay Specifies the maximum number of Processes and Threads running on the machine. If the total number of Processes and Threads on the machine has exceeded the maximum number, SystemAccess sends TotalProcessesThreadsExceededThresholdStart alarm and the corresponding alert is generated. Default setting: 2000 Minimum: 1000 Maximum: 3000 Maximum Number of Processes and Threads Determines whether collecting and logging of troubleshooting perfmon data is enabled (True) or disabled (False). Default setting: True Enable Logging Specifies the troubleshooting perfmon data polling rate, in seconds. Default setting: 15 Minimum: 5 Maximum: 300 Unit: seconds Polling Rate System Administration Guide 220 System Settings Service Parameters

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Description Service Parameter Specifies the maximum number of troubleshooting perfmon log files that are saved on disk. If the “Maximum No. of Files” is set to a large number, the “Maximum File Size” be reduced. If this value is reduced, excessive log files with the oldest time stamp is deleted if Troubleshooting Perfmon Data Logging is enabled and RISDC is turned on. If desired, please save these files first before changing Maximum No. of Files. Note Default setting: 50 Minimum: 1 Maximum: 100 Maximum No. of Files Specifies the maximum file size, in megabytes, in each troubleshooting perfmon log file before the next file is started. If the “Maximum File Size” is set to a large number, the “Maximum No. of Files” should be reduced. Default setting: 5 Minimum: 1 Maximum: 500 Maximum File Size (MB) Cisco Serviceability Reporter Specifies the designated server on which RTMTReporter runs. It is desirable that this server is a non-callprocessing server since RTMT Reporter service is CPU intensive. This field is automatically filled in with the local server IP at which Reporter is first turned on. RTMT Reporter Designated Node Specifies the number of minutes after midnight (00:00hrs) when the Real-Time Monitoring Tool, (RTMT) reports are generated. To reduce any impact to call processing, run non-real-time reports during non-production hours. Default setting: 30 Minimum: 0 Maximum: 1200 RTMT Report Generation Time Specifies the number of days that must elapse before reports are deleted. For example, if this parameter is set to 7, reports that were generated seven days ago get deleted on the eighth day. A value of 0 disables report generation, and any existing reports get deleted. Default setting: 7 Minimum: 0 Maximum: 30 RTMT Report Deletion Age Plugins Application plugins extend the functionality of Unity Connection. For example, the Real-Time Monitoring Tool (RTMT) allows you to monitor the health of the system remotely through tools, such as performance-monitoring counters and the Port Monitor. Real-Time Monitoring Tool The Real-Time Monitoring Tool (RTMT) that runs as a client side application, uses HTTPS and TCP to monitor system performance, device status, device discovery, and CTI applications for Unity Connection. RTMT can connect directly to devices via HTTPS to troubleshoot system problems. RTMT can also monitor the voice messaging ports on Unity Connection. System Administration Guide 221 System Settings Plugins

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RTMT allows you to do the following tasks: • Monitor a set of predefined management objects that focus on the health of the system. • Generate various alerts in the form of emails, for objects when values go over or below user-configured thresholds. • Collect and view traces in various default viewers that exist in RTMT. • View syslog messages and alarm definitions in SysLog Viewer. • Work with performance-monitoring counters. • Monitor the voice messaging ports on Unity Connection. When a Unity Connection cluster is configured, you can open multiple instances of RTMT to monitor voice messaging ports on each server in the Unity Connection cluster. For more information, see the Cisco Unified Real-Time Monitoring Tool Administration Guide for the required release, available at http://www.cisco.com/en/US/products/ps6509/prod_maintenance_guides_list.html. Before you install any plugins, you must disable all intrusion detection or anti-virus services that run on the server where you want to install the plugin. Note Installing a Plugin in Unity Connection Step 1 In Cisco Unity Connection Administration, expand System Settings and select Plugins. Step 2 On the Search Plugins page, select Find to select the plugin you want to install. Step 3 Select Download and follow the on screen instructions for installing the plugin. Fax Server Fax integration in Unity Connection enables the users to receive faxes in the mailboxes and forward the received faxes to other users or fax machines for printing. Users manage faxes using phone, Messaging Inbox, or IMAP client. For more information, see the Fax Server, on page 243 chapter. LDAP The LDAP integration allows to import users from and synchronize the users with a supported corporate directory to maintain single directory information database. For more information, see the LDAP, on page 147 chapter. System Administration Guide 222 System Settings Installing a Plugin in Unity Connection

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SAML Single Sign On Security Assertion Markup Language Single Sign On (SAML SSO) is an enhancement to the existing sign on feature. SAML SSO allows a user to gain single sign on access with Unity Connection subscriber web interfaces and across the administrative web applications on the following Unified Communications products: • Unity Connection • Cisco Unified Communications Manager • Cisco Unified IM/ Presence SAML SSO supports both LDAP and non LDAP users to gain single sign on access to web applications. For more information on SAML SSO, see the Quick Start Guide for SAML SSO in Cisco Unity Connection, Release 15, available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/quick_start/ guide/b_15cucqssamlsso.html. Authz Server Unity Connection enhances the SAML SSO and non SSO login experience for Jabber users by providing the support of OAuth 2.0 Authorization Code Grant Flow. For faster login, Authorization Code Grant Flow requires an Authorization Server (Authz Server) to provide the access and refresh tokens to the Jabber client. In Unity Connection, the publisher server of Cisco Unified CM associated with a phone system is configured as an Authz server. After configuring an Authz server, Unity Connection uses the authorization keys provided by the Authz server to validate the token of a Jabber client. If authorization keys are changed on Cisco Unified CM, you must synchronize the keys between Unity Connection and Authz server. You can configure multiple Authz server by providing the credential of Cisco Unified CM associated with the phone system. In multisite deployment where CUCM SME is installed, you can configure the publisher server (where Jabber end points are connected) of every leaf cluster as an Authz server for connecting with Unity Connection. Note To configure an Authz server, see Configuring an Authz Server in Unity Connection Consider the following points while configuring the Authz server in Unity Connection: • Make sure that OAuth Authorization Code Grant Flow feature is enabled on both Cisco Unified CM and Cisco Unity Connection. By default, the OAuth flow is disabled on Cisco Unity Connection. To enable the feature, navigate to System Settings > Enterprise Parameters in Cisco Unity Connection Administration. On Enterprise Parameters page, enter the applicable settings under SSO and OAuth Configuration field and select the Enabled option for OAuth with Refresh Login Flow. • The username and password entered for the Authz server must be same as the username and password of the system administrator of Cisco Unified CM. • The Tomcat services of Cisco Unified CM are up and running. • Make sure to upload the valid certificates of Cisco Unified CM to the tomcat trust of Cisco Unity Connection or check the Ignore Certificate Errors check box to ignore the certificate validation errors for the Authz server. System Administration Guide 223 System Settings SAML Single Sign On

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For more information on certificates, see "Security" chapter of Cisco Unified Communications Operating System Administration Guide for Cisco Unity Connection Release 15 at https://www.cisco.com/c/en/us/ td/docs/voice_ip_comm/connection/15/os_administration/guide/b_15cucosagx.html. • The version of Jabber client must be 11.9 and later. • The version of Cisco Unified CM must be 11.5.1 SU3 and later. Configuring an Authz Server in Unity Connection To configure an Authz server in Unity Connection, do the following procedure: Step 1 In Cisco Unity Connection Administration, expand System Setting and select Authz Server. The Search Authz Server page appears displaying the currently configured Authz servers. Step 2 Configure an Authz server (For more information on each field, see Help> This Page): • To add an Authz server : a. Select Add New. The New Authz Server page appears. b. Enter the required information in the field. c. Select Save. • To update an Authz server: a. Select the Authz server that you want to edit. The Edit Authz Server page appears. b. Edit the Authz server settings as required. c. Select Save. • To delete an Authz server: a. Check the check box adjacent to the display name of the Authz server that you want to delete. b. Select Delete Selected. c. Select OK to confirm the deletion. You can delete multiple Authz server by selecting more than one check box at a time. Cross-Origin Resource Sharing (CORS) CORS is a specification that allows client applications to process cross-origin requests in a more secure way. Typically for a web application, cross-origin requests from the original domain (where the application originated) to another domain are forbidden by the web browser due to a Single Origin Policy. CORS provide a way for the web browser and server to interact and determine whether or not to allow cross-origin request. CORS standard uses HTTP headers to establish an agreement between the web browser and the Unity Connection server to provide services to permitted domains. Unity Connection provides support to the client applications of a cross domain server to access content on a Unity Connection server directly by creating an entry for cross domain server in Unity Connection. The entry for cross domain server must pre-exist in Unity Connection to process the CORS requests. Unity Connection has extended the Single Sign On (SAML SSO) endpoint to support CORS. System Administration Guide 224 System Settings Configuring an Authz Server in Unity Connection

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CORS functionality is supported by Unity Connection 10.5 and later releases using VMRest APIs. Note Configuring CORS in Unity Connection Step 1 In Cisco Unity Connection Administration, expand System Settings and select Cross-Origin Resource Sharing (CORS). The Search Cross-Origin Resource Sharing page appears displaying the currently configured CORS. Step 2 Configure Cross-Origin Resource Sharing (For more information on each field, see Help> This Page): • To add a CORS: On the Search Cross-Origin Resource Sharing page, select Add New. On the New Cross-Origin Resource Sharing page, enter the values of the required fields and select Save. • To edit an existing CORS: On the Search Cross-Origin Resource Sharing page, select the CORS that you want to edit. On the Edit Cross-Origin Resource Sharing page, enter the values of the required settings and select Save. • To delete one or more CORS: On the Search Cross-Origin Resource Sharing page, select the CORS that you want to delete. Select Delete Selected to delete the CORS. SMTP Configuration The SMTP configuration is a type of messaging that allows users to send and receive Unity Connection voice messages. For more information on SMTP configuration and messaging, see the Messaging, on page 127 chapter. System Administration Guide 225 System Settings Configuring CORS in Unity Connection

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System Administration Guide 226 System Settings SMTP Configuration

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C H A P T E R 17 Advanced System Settings • Advanced System Settings, on page 227 • SMPP Providers, on page 227 • Conversations, on page 227 • Messaging, on page 232 • Intrasite Networking, on page 232 • Telephony, on page 232 • Reports, on page 233 • Connection Administration, on page 237 • TRAP, on page 237 • Disk Capacity, on page 238 • PCA, on page 238 • RSS, on page 239 • Cluster Configuration, on page 240 • Fax, on page 240 • Unified Messaging Services, on page 240 • API Settings, on page 240 Advanced System Settings The Advanced menu in Cisco Unity Connection Administration enables the administrator to manage the system wide settings for different features and parameters, such as messaging and conversations in Cisco Unity Connection. SMPP Providers The SMPP providers offer SMS messaging to Unity Connection users and enable message notifications. Conversations You can configure several system-wide conversation settings that affects all users in Unity Connection. System Administration Guide 227

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Applying Conversation Settings for All Users Step 1 In Cisco Unity Connection Administration, expand System Settings> Advanced and select Conversation. Step 2 Enter the values of the in the required conversation settings and select Save. (For information on each field, see Help> This Page). 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. System Administration Guide 228 Advanced System Settings Applying Conversation Settings for All Users

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• 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. Message Status Announcement Expected Behavior of Unity Connection Announce Message Status to User(s) while Replying User Action Do not announce message status Disabled Reply to a message Do not announce message status Disabled Reply-all to a message Announces the status of the message Enabled Reply to a message Announces the status of the message Enabled Reply-all to a message • 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. Message Status Announcement Expected Behavior of Unity Connection Announce Message Status to User(s) while Replying User Action Do not announce message status. Disabled Reply to a message Do not announce message status. Disabled Reply-all to a message Announces the status of the message. Enabled Reply to a message Announces the status of the message. Enabled Reply-all to a message • 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. System Administration Guide 229 Advanced System Settings Conversation Settings

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See Table 17-3, when the administrator enable or disable the Announce Recipients list to User(s) while Replying option. Message Status Announcement Expected Behavior of Unity Connection Announce Message Status to User(s) while Replying User Action Do not play the recipient name. Disabled Reply to a message Do not play the recipient list. Disabled Reply-all to a message Plays the recipient name. Enabled Reply to a message Plays the recipient list. Enabled Reply-all to a message • 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 11: Caller Information that Unity Connection can Offer Before Message Playback for caller information. Table 11: Caller Information that Unity Connection can Offer Before Message Playback Cisco Unity Connection Plays Th Additional Caller Information Is Cisco Unity Connection Plays This by Default Message Type For Messages Left by This Type of Caller Both the recorded name (if avail the primary extension (if availab playing the message. If the user (or call handler) does a recorded name, Unity Connect Text to Speech to play the displa the user (or call handler) instead The recorded name of the user (or call handler). If the user (or call handler) does not have a recorded name, Unity Connection uses Text to Speech to play the display name. If the user does not have a display name, Unity Connection plays the primary extension instead. Voice, receipts Identified user (including call handlers) The phone number (if available) caller before playing the messag The message, without announcing who it is from or playing the phone number of the caller first. Voice Outside caller • 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: System Administration Guide 230 Advanced System Settings Conversation Settings

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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 12: Summary of Caller Input Options Available for Specifying How Users Sign In to Unity Connection from User Greetings summarizes the options available to you for specifying how users sign in to Unity Connection from their own greeting or from another user greeting. Table 12: Summary of Caller Input Options Available for Specifying How Users Sign In to Unity Connection from User Greetings Best Practice Use Description Conversation Continue to offer the conversation. If you are considering the key used to acces conversation, conside also access the Sign-In by pressing * from th Greeting. To avoid leaving a message as an unidentified caller, users can sign in to Unity Connection from another user greeting when they call the user from a phone that is not associated with their account. (Unity Connection users cannot reply to messages from unidentified callers.) Prompts users to enter an ID and PIN when they press * during any user greeting. Enabled by default. Sign-In System Administration Guide 231 Advanced System Settings Conversation Settings

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Best Practice Use Description Conversation Provide Easy Sign-In to want a faster way to sign their own greeting or to accommodate users who accustomed to another vo messaging system. Keys 1–9 are unmapped, therefore good choices fo assigning to the Easy Sig conversation. Consider th following if you are think using the *, 0, or # key in • Avoid reassigning th so that you can cont offer the Sign-In con • The # key is already skip greetings. It is key that users use to ahead throughout th Connection convers • The 0 key is already send callers to the O call handler. Users can dial their extensions and sign in quickly without having to remember the pilot number to access Unity Connection by phone. Users may prefer Easy Sign-In to the Sign-In conversation because it saves them from having to re-enter an extension during the sign-in process. Note that Unity Connection uses the calling extension (rather than the dialed extension) to determine which mailbox the user is trying to sign in to. Prompts users to enter a PIN when they press a key during any user greeting. Disabled by default. (No key is mapped to the Easy Sign-In conversation.) Easy Sign-In Messaging The Messaging settings page enables to manage the message configuration values. For more information on each field, see Help> This Page. For information on messaging, see the Messaging, on page 127 chapter. Intrasite Networking The Intrasite Networking settings page enables to manage the intrasite networking configuration. For more information, see the Networking Guide for Cisco Unity Connection, Release 15, available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/networking/guide/b_15cucnetx.html . Telephony The Telephony settings enables to manage the telephony integration settings of Unity Connection. For more information on each field, see Help> This Page. For information on telephony integration, see the Telephony Integration, on page 61 chapter. System Administration Guide 232 Advanced System Settings Messaging

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Reports Reports in Unity Connection are generated to gather information about the system configuration and call management components, such as call handlers and users. Unity Connection is automatically set to gather and store the data from which you can generate reports. To manage reports in Unity Connection, sign in to Cisco Unity Connection Administration, expand System Settings > Advanced and select Reports. (For more information on each field, see Help> This Page). 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. Reports Available in Unity Connection Description of Output Report Name Includes the following information for every failed attempt to sign in to Unity Connection by phone: • Username, alias, caller ID, and extension or URI of user who failed to sign in. • Date and time the failed sign in occurred. • Whether the maximum number of failed sign in has reached for the user. Phone Interface Failed Sign-In Includes the following information for each user: • Last name, first name, and alias. • Information that identifies the Unity Connection or Cisco Unified CMBE server associated with the user. • Billing ID, class of service, and extension or URI. • Whether the account is locked. • Whether the user has enabled personal call transfer rules. Users System Administration Guide 233 Advanced System Settings Reports

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Description of Output Report Name Includes totals for the following traffic categories: • Voice. • Fax. • Email. • Non-delivery receipt (NDR). • Delivery receipt. • Read receipt. • Hourly totals. • Daily totals. Message Traffic Includes the following information for voice messaging ports: • Name. • Number of inbound calls handled. • Number of outbound MWI calls handled. • Number of outbound AMIS calls handled. • Number of outbound notification calls handled. • Number of outbound TRAP calls handled. • Total number of calls handled. Port Activity Includes the following information about the specified mailbox stores: • Mail database name. • Display name. • Server name. • Whether access is enabled. • Mailbox store size. • Last error. • Status. • Whether the mail database can be deleted. Mailbox Store System Administration Guide 234 Advanced System Settings Available Reports

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Description of Output Report Name Includes a list of the search spaces configured on the Unity Connection or Cisco Unified CMBE server with an ordered list of partitions assigned to each search space. If the server is part of a digital network, the report also lists the search spaces and associated partition membership on every other Unity Connection location on the network. Dial Plan Includes a list of all the users and the extensions or URIs in the specified partition that is configured in the Unity Connection directory. If a partition is not specified, the report lists all users and their extensions for all partitions that are configured in the directory. Dial Search Scope Includes the following information about phone sign-ins, MWI activity, and message notifications to phone devices per user: • Name, extension, and class of service. • Date and time for each activity. • The source of each activity. • Action completed (for example, Sign-in, MWI On or Off, and Phone Dialout). • Dial out number and results (applicable only for message notifications to phone devices). • The number of new messages for a user at the time of sign in. User Phone Sign-In and MWI Includes the following information about messages sent and received per user: • Name, extension, and class of service. • Date and time for each message. • Type of message. • Action completed, such as received new message or message saved. • Information on the message sender. User Message Activity Includes the following information of a distribution list: • Name and display name of the list. • Date and time the list was created. (Date and time are given in Greenwich Mean Time.) • A count of the number of users included in the list. • If the Include List Members check box is checked, a listing of the alias of each user who is a member of the list. Distribution Lists System Administration Guide 235 Advanced System Settings Available Reports

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Description of Output Report Name Includes user alias, the number of failed sign-in attempts for the user, credential type (a result of “4” indicates a sign-in attempt from the Unity Connection conversation; a result of “3” indicates a sign-in attempt from a web application), and the date and time that the account was locked. (Date and time are given in Greenwich Mean Time.) User Lockout Includes the user alias, display name, date and time when the user account was created. (Date and time are given in Greenwich Mean Time.) Unused Voice Mail Accounts Includes the following information for each call: • Name, extension, and billing ID of the user. • Date and time that the call occurred. • The phone number dialed. • The result of the transfer (connected, ring-no-answer (RNA), busy, or unknown). Transfer Call Billing Includes the following information, arranged by day and the extension of the user who placed the call: • Name, extension, and billing ID. • Date and time the call was placed. • The phone number called. • The result of the call (connected, ring-no-answer (RNA), busy, or unknown). • The duration of the call in seconds. Outcall Billing Detail Arranged by date and according to the name, extension or URI, and billing ID of the user who placed the call. It is listed 24 hours of the day with a dialout time in seconds specified for each hour span. Outcall Billing Summary Includes the following information for each call handler: • Total number of calls. • Number of times each key on the phone keypad was pressed. • Extension. • Invalid extension. • Number of times the after greeting action occurred. • Number of times the caller hung up. Call Handler Traffic Includes detailed information about all aspects of the configuration of the Unity Connection system. System Configuration System Administration Guide 236 Advanced System Settings Available Reports

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Description of Output Report Name Includes the total number of transcribed messages, failed transcriptions, and truncated transcriptions for a given user during a given time period. If the report is run for all users, then the output is broken out by user. SpeechView Activity Report by User Includes the total number of transcribed messages, failed transcriptions, and truncated transcriptions for the entire system during a given time period. When messages are sent to multiple recipients, the message is transcribed only once, so the transcription activity is counted only once. SpeechView Activity Summary Report Connection Administration Connection Administration modifies the following administration settings: • Database Proxy • Voice Mail Web Service • Cisco Unified Mobile Advantage • Session Timeout • Display Schedules • User Inactivity Timeout Editing Administration Settings using Cisco Unity Connection Administration Step 1 In Cisco Unity Connection Administration, expand System Settings > Advanced and select Connection Administration. Step 2 On the Connection Administration Configuration page, enter the applicable settings and select Save. (For more information on each field, see Help> This Page). TRAP TRAP modifies the Telephone Record and Play settings for session time out and dial-out. Editing Telephone Record and Play Settings Step 1 In Cisco Unity Connection Administration, expand System Settings > Advanced and select TRAP. Step 2 On the TRAP Configuration page, enter the applicable settings and select Save. (For more information on each field, see Help> This Page). System Administration Guide 237 Advanced System Settings Connection Administration

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Disk Capacity The information about the messages in a database and the message content is stored as files on the Unity Connection server. Depending on the number of Unity Connection users, the number and duration of messages they receive, and the settings that you specify for the message aging policy and for quotas, it may be possible for the hard disk on which messages and greetings are stored to fill up. This would cause Unity Connection to stop functioning. As the hard disk approaches maximum capacity, you may also encounter unexpected behavior. The disk capacity page describes the maximum capacity of the hard disk on which messages and greetings can be stored. The disk capacity can be managed in Cisco Unity Connection Administration> System Settings> Advanced> Disk Capacity. For more information, see Help> This Page. When the hard disk fills to the specified percentage limit, neither users nor outside callers are allowed to leave voice messages. Unity Connection also logs an error that can be viewed on the Tools > SysLog Viewer page in the Real-Time Monitoring Tool. You can still send a broadcast message even when the hard disk exceeds the specified limit. Note If the disk capacity settings are changed, you need to restart the Connection Message Transfer Agent service in Cisco Unity Connection Serviceability. If the hard disk exceeds the value that you specify, users should immediately delete unnecessary voice messages. In addition, to prevent a recurrence, you may want to re-evaluate message-aging policy and mailbox quotas. For more information, see the Controlling the Size of Mailboxes section of the Message Storage, on page 109 chapter. PCA Cisco Personal Communications Assistant (PCA) modifies the settings for Cisco Personal Communications Assistant Inbox and session time out. For more information, see the “Setting Up Access to the Cisco Personal Communications Assistant” chapter of the User Workstation Setup Guide for Cisco Unity Connection, Release 15, available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/user_setup/guide/b_ 15cucuwsx.html. Editing the Settings for Cisco PCA Inbox Step 1 In Cisco Unity Connection Administration, expand System Settings > Advanced and select PCA. Step 2 On the PCA Configuration page, enter the applicable settings and select Save. (For information on each field, see Help> This Page). System Administration Guide 238 Advanced System Settings Disk Capacity

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RSS Really Simple Syndication (RSS) is a web application that enables access to voice messaging. The RSS setting enables the insecure RSS connections. By default, Unity Connection only supports secure connections to the RSS feed using SSL. Some RSS readers, for example Apple iTunes, do not support secure connections. If you want to allow users to be able to use RSS readers that do not support secure connections, see the Enabling Insecure RSS Connections section. Enabling Insecure RSS Connections Step 1 In Cisco Unity Connection Administration, expand System Settings > Advanced and select RSS. Step 2 On the RSS Configuration page, check the Allow Insecure RSS Connections check box and select Save. (For information on each field, see Help> This Page). 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. System Administration Guide 239 Advanced System Settings RSS

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• 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. Cluster Configuration The Cluster Configuration settings page enables to manage the cluster during a maintenance window scenario when one of the server is not functional. For more information, see the “Configuring Cisco Unity Connection Cluster” chapter in Install, Upgrade, and Maintenance Guide for Cisco Unity Connection, Release 15, available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/install_upgrade/guide/b_ 15cuciumg.html . Fax The Fax Settings page enables to manage the subject prefix for a successful or failed fax and the fax file types. For more information, see the Fax Server, on page 243 chapter. Unified Messaging Services The Unified Messaging Services settings define the settings for calendar and contact integrations that are supported with the unified messaging feature. For more information, see the Unified Messaging, on page 145 section. API Settings Application Programming Interface (API) provides provisioning, messaging, and telephony access to Unity Connection. It is used to enable or disable the settings for Cisco Unity Connection Messaging Interface (CUMI) API. For more information, see the “Cisco Unity Connection Overview” chapter of Design Guide for Cisco Unity Connection Release 15, available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/ connection/15/design/guide/b_15cucdg.html. Enabling or Disable CUMI API Settings Step 1 In Cisco Unity Connection Administration, expand System Settings > Advanced and select API Settings. System Administration Guide 240 Advanced System Settings Cluster Configuration

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Step 2 On the API Configuration page, enter the applicable settings and select Save. (For information on each field, see Help> This Page). System Administration Guide 241 Advanced System Settings Enabling or Disable CUMI API Settings

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System Administration Guide 242 Advanced System Settings Enabling or Disable CUMI API Settings

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C H A P T E R 18 Fax Server • Fax Server, on page 243 • Task List for Configuring Fax Server Integration, on page 243 • Configuring Unity Connection for Fax Server Integration, on page 244 • Configuring or Updating Users for Fax Server Integration , on page 245 • Testing Fax Server Integration, on page 245 Fax Server Cisco Unity Connection supports third-party fax servers. Fax server integration is one of the advanced features supported with Unity Connection providing additional messaging capabilities. It enables users to receive faxes in the mailbox and forward a received fax to other users or fax machines for printing. Users can manage faxes using phone, Messaging Inbox, or IMAP client. Unity Connection interacts with the third-party fax servers directly through Simple Mail Transport Protocol (SMTP). Inbound faxes are received by the third-party fax servers and routed to the Unity Connection server through SMTP. Similarly, faxes are routed to the third-party fax servers through SMTP for rendering and outbound faxing. For more information on fax servers supported with Unity Connection, see the “Third-Party Fax Servers Integration” chapter of the Design Guide for Cisco Unity Connection Release 15, available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/design/guide/b_15cucdg.html. Cisco does not sell Cisco Fax Server. Refer to the end-of-sale/end-of-line notice at https://docplayer.net/ 42962914-End-of-sale-and-end-of-life-announcement-for-the-cisco-fax-server.html. Note Task List for Configuring Fax Server Integration Fax server must be installed and configured before configuring the Unity Connection server. Do the following steps to create a Fax Server integration in Unity Connection: 1. Install and Configure the Fax Server. 2. Configure Unity Connection. See the Configuring Unity Connection for Fax Server Integration, on page 244 section. System Administration Guide 243

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Configure the Unity Connection user accounts. See the Configuring or Updating Users for Fax Server Integration , on page 245 section. Configuring Unity Connection for Fax Server Integration Configure SMTP on Unity Connection server Step 1 In Cisco Unity Connection Administration, expand System Settings and select SMTP Configuration > Server. Step 2 On the SMTP Server Configuration page, in the Edit menu, select Search IP Address Access List. Step 3 On the Search IP Address Access List page, select Add New. Step 4 On the New Access IP Address page, in the IP Address field, enter the IP address of the Fax Server and select Save. Step 5 Check the Allow Unity Connection check box and select Save. Enabling or Updating Fax Server Integration on Unity Connection Step 1 In Unity Connection Administration, expand System Settings and select Fax Server. Step 2 On the Edit Fax Server page, check the Enabled check box. Step 3 In the Fax Server Name field, enter a descriptive name for the Fax Server. Step 4 In the SMTP Address field, enter the fully qualified SMTP address of the SMTP server on the Fax Server. This fully qualified SMTP address must match the server address and domain that are configured for the POP3 mailbox on the Fax Server. Otherwise, the integration do not function correctly. Caution Step 5 In the IP Address field, enter the IP address of the Fax Server. Step 6 If you use a smart host SMTP server to deliver faxes from the Fax Server to Unity Connection, check the Use Smart SMTP Host check box. Otherwise, uncheck this check box. Step 7 Select Save. Customizing or Updating Fax Server Integration on Unity Connection To Customize or Update the Fax Server Integration on Unity Connection Step 1 In Unity Connection Administration, expand System Settings, then select Advanced > Fax. Step 2 In the Fax Configuration page, in the Faxable File Types field, enter the file extensions (separated by a comma) that Unity Connection keeps in messages that are delivered to the Fax Server. Unity Connection removes all files with other file extensions before delivering the message to the Fax Server. System Administration Guide 244 Fax Server Configuring Unity Connection for Fax Server Integration

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Step 3 In the Subject Prefix for Notification of a Successful Fax field, enter the prefix that the Fax Server adds to the Subject field of fax reports. When Unity Connection detects this prefix, it generates a delivery receipt and places it in the user mailbox. Step 4 In the Subject Prefix for Notification of a Failed Fax field, enter the prefix that the Fax Server adds to the Subject field of fax reports. When Unity Connection detects this prefix, it generates a non-delivery receipt and places it in the user mailbox. Step 5 Select Save. Configuring or Updating Users for Fax Server Integration The Fax Server must have a subscriber for each Unity Connection user that you are configuring. Note While on the phone, users can add or change the number for the fax machine that they send faxes to for printing. To Configure Unity Connection Users for Fax Server Integration Step 1 In Unity Connection Administration, expand Users and select Users. Step 2 On the Search Users page, select the alias of a user. If the user alias does not appear in the search results table, set the applicable parameters in the search fields at the top of the page and select Search. Note Step 3 On the Edit User Basics page, in the Outgoing Fax Number field, enter the number for the fax machine that users send faxes to for printing. Step 4 In the Outgoing Fax Server field, select the name of the Fax Server. Step 5 Select Save. Step 6 Repeat Step 2 through Step 5 for all remaining users. You can use Bulk Edit mode to add or change fax extensions for multiple users at once. Note Testing Fax Server Integration Step 1 Send a fax to the fax extension of a user who has been configured for the Fax Server integration. Step 2 Sign in to the Unity Connection mailbox of the user to whom you sent the fax. Step 3 If the user account is configured for speech access, say Play Messages. If the user account is not configured for speech access, press 1, and then follow the prompts to list messages. System Administration Guide 245 Fax Server Configuring or Updating Users for Fax Server Integration

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Step 4 When you hear the system announce the fax that you just sent, either say Fax, or press the applicable keys on the phone keypad to print the fax. System Administration Guide 246 Fax Server Testing Fax Server Integration

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C H A P T E R 19 Tools This chapter provides a brief descriptions and procedures for accessing different tools and utilities for administering Cisco Unity Connection. • Task Management Tool, on page 247 • Bulk Administration Tool, on page 248 • Custom Keypad Mapping Tool, on page 252 • Migrate Utilities, on page 263 • Grammar Statistics Tool, on page 264 • SMTP Address Search, on page 264 • Show Dependency Results, on page 264 • Other Administrative Tools, on page 265 Task Management Tool The Task Definition page lists a variety of system maintenance and troubleshooting tasks that Unity Connection automatically runs on a regular schedule. Tasks can be run at the same time as backups and anti-virus scans. The default settings and schedules for each task are optimized for functionality and performance. You should not change the default settings and schedules. Some tasks are critical to Unity Connection functionality. Disabling or changing the frequency of critical tasks may adversely affect performance or cause Unity Connection to stop functioning. Caution Viewing and Managing Tasks Using Task Management Tool Procedure Purpose Command or Action The Task Definitions page displays the Task Names. In Cisco Unity Connection Administration, expand Tools and select Task Management. Step 1 To view and manage tasks (For more information, see Help> This Page): Step 2 • To view the Task Execution Results of any task, select the applicable task. The Task Definition Basics page System Administration Guide 247

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Purpose Command or Action displays the Time Started and Time Completed of the task. • To manage any task: a. On the Task Definition Basics page of the applicable task, select Edit> Task Schedules. b. Enter the values of the required fields and select Save. Bulk Administration Tool The Bulk Administration Tool (BAT) allows you to create, edit, and delete multiple user accounts, contacts, distribution lists, distribution list members, unified messaging accounts, branches, or video service accounts by importing information contained in a comma separated value (CSV) file. In addition, it allows you to export information about users, contacts, distribution lists, or unified messaging accounts from Unity Connection to a CSV file. When export operation is running using Bulk Administration Tool (BAT), make sure that there is no delete operation performed using any other tool or API. Note CSV is a common text file format for moving data from one data store to another. For example, importing from a CSV file can be useful for transferring information from a corporate directory to Unity Connection. Transferring the information allows users with voice mailboxes to add corporate directory users who are not Unity Connection users to their address books and to then create call-routing rules based on calls from such contacts. For small numbers of users up to a few hundred, it may be faster and easier to use the Import Users functionality to create Unity Connection users from an LDAP directory. See the Using Import Users and Synch Users Functionalities, on page 42. The information in this section is not applicable for updating user accounts, system distribution lists, or system distribution list members in Cisco Business Edition. Note Configuring the Objects Using BAT Step 1 In Cisco Unity Connection Administration, expand Tools and select Bulk Administration Tool. Step 2 On the Bulk Administration Tool page, in the Select Operation section, select the applicable option: • Create • Update System Administration Guide 248 Tools Bulk Administration Tool

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• Delete • Export Step 3 In the Select Object Type section, select the applicable option: • Users • Users With Mailbox • System Contacts • Distribution Lists • Distribution List Members • Unified Messaging Accounts • Branches • Video Service Accounts Step 4 (When Creating Users or Users with Mailbox only): In the Override CSV Fields When Creating User Accounts section, select the applicable option. Step 5 In the Select File section, in the CSV File field, enter the full path of the CSV input file. If you are importing a CSV file that you created by exporting data from Unity Connection, you may need to manually create the ContactTemplateAlias column header, if applicable, and manually enter data, as this column header is not included in an export. Note Step 6 In the Failed Objects Filename field, enter the name of the failed objects report file. For example, enter errors.csv. Step 7 Select Submit. BAT begins configuring the select object and displays the summary page when the operation has completed. If the operation results in any failures, you can immediately inspect the failed objects report file by selecting Download the Failed Objects File. For information about correcting errors, see the Correcting Errors Using Failed Objects File, on page 251. Constructing Input CSV Files BAT supports only UTF-8 and UTF-16 character set encoding for the text in the CSV file. To quickly construct an input CSV file, you can use BAT to export the applicable type of user, contact, system distribution list, system distribution list members, unified messaging accounts, or video service accounts, and use the resulting output CSV file as a template. The following example shows a CSV file for creating voicemail users. To construct the file as shown in the example, you need to first export the voicemail users to a CSV file, remove the unwanted columns and data from the file, and then add the TemplateAlias column and the applicable data. The DisplayName is an optional field and the data for this field is missing for several users. Note System Administration Guide 249 Tools Constructing Input CSV Files

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Example CSV Input File for Creating Voicemail Users Alias,DisplayName,FirstName,LastName,TemplateAlias,Extension,ListInDirectory iwinkler,"Winkler, Ian",Ian,Winkler,VoiceMailUserTemplate,5321,1 jsmith,,John,Smith,VoiceMailUserTemplate,5126,1 cjones,"Jones, Cris",Cris,Jones,VoiceMailUserTemplate,5249,1 dalbert,,Dan,Albert,VoiceMailUserTemplate,5299,1 jlee,"Lee, Jane",Jane,Lee,VoiceMailUserTemplate,5324,1 jthompson,"Thompson, Jim",Jim,Thompson,VoiceMailUserTemplate,5029,1 swong,"Wong, Sara",Sara,Wong,VoiceMailUserTemplate,5260,1 rhunter,"Hunter, Russ",Russ,Hunter,VoiceMailUserTemplate,5229,1 cashmore,,Carol,Ashmore,VoiceMailUserTemplate,5403,1 lcarson,"Carson, Lauren",Lauren,Carson,VoiceMailUserTemplate,5999,1 Whether you edit an output CSV file or create a CSV file from scratch, use the following guidelines, along with the tables in the Required and Optional CSV Fields in BAT, on page 285 section to construct a valid input CSV file for use with the BAT: • The first row in the CSV file must contain column headings that identify the type of data in each column and the information in the subsequent rows must contain the data that you want to import. • Ensure that commas separate the data in each row in the CSV file, including the column headings in the first row. Do not use a tab, spaces, or a semicolon to separate values in the file. • Although the data must be arranged in the same order as the column heading, the order in which you arrange the columns is not important. • If the CSV file includes a column that you want BAT to ignore, use the column heading “Junk.” • If any data includes a space, quotes, or commas, specify it within quotes. The data in the CSV file should not include double-quotes because it can cause problems with interactions with external servers. If the data does include double-quotes, place an additional double-quote next to each double-quote. For example, if the data is My “Spare Phone”, the entry must be My ““Spare Phone””. • Column headings are not case sensitive, but they must be spelled as indicated in the tables in the Required and Optional CSV Fields in BAT, on page 285 section. Columns that are designated not applicable (N/A) for an operation are ignored. • (Applicable only to Unity Connection configurations) For creating user accounts, most optional fields that are listed in the CSV field tables correspond to settings defined in a user template. For example, for voicemail users, the default template includes class of service (COS), call transfer, and message notification settings. When data for a particular user setting is not included in the CSV file, BAT uses settings in the user template that you specify in the required field TemplateAlias. For this reason, you should review the settings in the user template that you use to create the accounts before adding any of the optional column headers to your CSV file. If a value for an optional field is not included in the CSV file and if the template does not specify a default value, then the value for the field is not set. If you specify an administrator template for TemplateAlias, the users do not have mailboxes • To explicitly set the value of a field to empty (or to null, if allowed), use the expression %null% for the value in the CSV file. • You should not include more than 5,000 records in an input CSV file. System Administration Guide 250 Tools Constructing Input CSV Files

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Correcting Errors Using Failed Objects File When you run BAT, it copies each record that it cannot process to a failed objects report file, along with the reason that the record was not processed correctly. For example, in the following CSV file, the first record includes an invalid entry for the Country field, and the second record specifies a template that is not a voicemail user template: Alias, City, PostalCode, State, Country, TemplateAlias Jsmith, Beverly Hills, 90210, Ca., United States, VoiceMailUserTemplate BRobertson, Seattle, 98121, WA, US, AdminUserTemplate Using this file to create users with voice mailboxes produces the following failed objects file: FailureReason, alias, city, postalcode, state, country, templatealias United States is invalid for column Country|, Jsmith, Beverly Hills, 90210, Ca., United States, VoiceMailUserTemplate Object not found or is not a template: Parameter = [@TemplateObjectId], Table = [vw_SubscriberTemplate], Column = [Alias,ObjectId]|, BRobertson, Seattle, 98121, WA, US, AdminUserTemplate The FailureReason column, which provides information about the invalid data, is added before the first column. To correct errors, do the following procedure to edit the failed objects file, rename it, and use it as the input file when you re-run BAT. Note that depending on the type of problem with the data in the CSV file, for each problem record, BAT may report multiple errors or only the first error encountered. Therefore, after you correct errors, BAT may detect additional errors in the same record when the data is processed again. Thus, you may need to repeat the correction process, which is running the tool and correcting an error, several times to find and correct all errors. Correcting Errors Using the Failed Objects File Step 1 If the Bulk Administration Tool operation results in any failures, you can immediately inspect the failed objects report file by selecting Download the Failed Objects File. Step 2 Open the file and correct all problems with the data, as indicated by the information in the FailureReason column for each record. Step 3 Remove the FailureReason column or change the heading to “junk.” Step 4 Save the file as a CSV file with a new name after editing the data. Step 5 Run BAT again with the CSV file that you saved in Step 4 as the input file. Each time that you run BAT, the failed objects file is overwritten (unless you specify a new name for the file each time you run the tool). Note Step 6 Repeat this procedure until all records are processed without error. System Administration Guide 251 Tools Correcting Errors Using Failed Objects File

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If you have navigated away from the Bulk Administration Tool page, you can go back and select the Display Last Operation button to bring up a download link for the output file from the previous operation. If you need a failed objects file from more than one previous operation, you can use the Command Line Interface (CLI) command “file view activelog cuc/<filename>” to view failed object files. For more information on using CLI commands, see the applicable Cisco Unified Communications Operating System Administration Guide for Cisco Unity Connection. The guide is available at http://www.cisco.com/c/en/us/support/ unified-communications/unity-connection/products-maintenance-guides-list.html. Note Custom Keypad Mapping Tool The Custom Keypad Mapping tool allows you to edit the key mappings that are associated with the Custom Keypad Mapping conversations. Within each of these conversations—which are assigned to individual users or user templates on the Phone Menu page in Cisco Unity Connection Administration—there are eight different menus that can be customized. Changing keypad mappings using this tool does not affect any of the other Unity Connection conversation versions. You can assign any one-, two-, or three-key sequence to any defined option for the Main menu, the Message Playback menu (the message header, body and footer can be mapped separately), the After Message menu, the Settings menu, the Message Settings menu, and the Preferences menu. You can customize which options are voiced in each menu and the order in which they are offered. Using the Custom Keypad Mapping Tool The Custom Keypad Mapping tool is divided into eight tabs that represent eight different conversation menus that can be customized. On each of these menu tabs you can: • Customize which key or keys are assigned to each menu option. Leaving a key assignment blank disables that option for the menu. • Configure whether the option is voiced in the menu. This allows you to assign a key or keys to an option but not have it presented verbally in the menu. The option would still be enabled for that menu and Unity Connection would respond appropriately if the assigned key is pressed, but the user would not hear the option in the menu. • Configure the order in which the menu items are offered to users. This is done by selecting the radio button of the row that you want to reorder and then using either the Up or Down arrows or the Move To button to arrange the menu items. The order in which the options appear in the tool is the order in which they are presented to the user by phone regardless of which keys are mapped to the options Step 1 In Cisco Unity Connection Administration, expand Tools and select Custom Keypad Mapping. Step 2 On the Search Custom Keypad Mappings page, select the applicable custom keypad mapping conversation. Unity Connection supports six Custom Keypad Mappings. Note Step 3 On the Edit Custom Keypad Mapping page, select the applicable tab to select the menu for which you would like to change key assignments. System Administration Guide 252 Tools Custom Keypad Mapping Tool

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Step 4 Change key assignments as applicable. (For guidelines on allowed entries, see the Guidelines for Assigning Keys to Menu Options, on page 253.) Step 5 Select Save. When changes are saved, all new calls that use this conversation follow the new key mapping settings. Step 6 Repeat Step 3 through Step 5 for each menu that you want to customize. Guidelines for Assigning Keys to Menu Options • The only characters allowed are: 0 – 9, *, # or blank. • A maximum of 3 digits is allowed for each menu option. • Duplicate key entries are not allowed for any unique menu. (For example, you cannot map the “1” key to both Hear New Messages and Send a Message in the Main menu. However, you can map the “1” key to Hear New Messages in the Main menu and also to Greetings in the Settings menu.) • Leaving a key assignment blank disables that option for the menu. • When you leave a key assignment blank, uncheck the Option Voiced in Menu check box. • When changes are saved, all new calls that use the conversation follow the new key mapping settings. Setting a Keypad Mapping to Match an Existing Conversation Mapping You can change the key mappings for all menus to match that of an existing conversation. For example, you can have all of the key mappings for a selected custom keypad mapping replaced with the mappings of Optional Conversation 1. This can be useful if you want to make a small number of changes to an existing conversation and do not want to manually remap every option. Step 1 In Cisco Unity Connection Administration, expand Tools and select Custom Keypad Mapping. Step 2 On the Search Custom Keypad Mappings page, select the applicable custom keypad mapping conversation. Step 3 On any tab of the Edit Custom Keypad Mapping page, in the Reset Mappings on All Tabs To list, select the conversation that you want to use and select Reset. Step 4 When asked to confirm that you want to replace all key mappings with those of the selected conversation before continuing, select OK. Conversation Menus in Custom Keypad Mapping Tool The Custom Keypad Mapping tool is divided into eight tabs that represent eight different conversation menus that can be customized. The Message Playback menu is represented on three tabs because the messages contain three distinct parts: the message header, the message body, and the message footer. The options on these three tabs are identical, but you may want to map different options to different keys for certain parts. Main Menu Tab The Main menu is what users hear immediately after they sign in and hear their message counts (if applicable). System Administration Guide 253 Tools Guidelines for Assigning Keys to Menu Options

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See the table for a list of options that can be mapped. Table 13: Main Menu Tab Description Option Takes users to the new (unread) message stack. Play New Messages Takes users to the Send Message menu. Send a Message Takes users to the saved message stack. If applicable, users are also offered an opportunity to review deleted messages. Review Old Messages Takes users to the Settings menu where they can configure settings for greetings, transfer rules, and alternate contact numbers, and access their message settings and preferences. Change Setup Options Takes users to the Message Locator feature where they can search for new messages by the calling number or name of the sender. This option is offered only when the Finding Messages With Message Locator feature is enabled for each user on the Phone Menu page. Find Messages Lists the time, meeting organizer, and subject for all current and upcoming meetings. For Cisco Unified MeetingPlace and Cisco Unified MeetingPlace Express meetings, the user is offered the option to join current meetings. Integrations with Cisco Unified MeetingPlace Express are not supported in Unity Connection. Note List Meetings Provides the count of messages that are stored on an external message store. The user is offered the option to listen to these messages. Play External Messages Allows users to access the Greetings Administrator conversation to change greetings for call handlers that have been assigned an extension. Users who are assigned to the Greetings Administrator role on the Edit Roles page can change the greetings for any system call handler. Users who are not assigned to the Greetings Administrator role can change the greetings only for call handlers that they own. Manage Call Handler Greetings Allows users to access the User System Transfer conversation and dial any number that is allowed by their transfer restriction table. Call a Number Allows users to access the Broadcast Message Administration conversation. This option is offered only when the Send or Update Broadcast Messages setting is configured for each user on the Send Message Settings page. Manage Broadcast Messages Plays the Main menu again. Repeat Menu Options Plays the Main menu Help. Help System Administration Guide 254 Tools Main Menu Tab

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Description Option Exits the user mailbox. By default, when users exit their mailboxes they are sent to the Opening Greeting call handler. However, you can customize the exit behavior by changing the When Exiting the Conversation setting on the Phone Menu page for each user. Cancel or Back Up Allows users to toggle between the touchtone and voice-recognition conversations: • When users are listening to the touchtone conversation, and press the applicable keys, they are immediately switched to the voice-recognition conversation. • When users are listening to the voice-recognition conversation, and press the applicable keys, they are immediately switched to the touchtone conversation. Note that the toggle persists until the user toggles back, or until the end of the call. In case of a video call, the toggle key is not supported as Unity Connection 10.0(1) and later always plays touchtone conversation. Note Switch Between Using the Phone Keypad and Using Voice Commands Allows users to change alternate greetings by activating and re-recording. In case of a video call, when users are listening to the main menu options and press the applicable key, Unity Connection plays your alternate video greeting and asks you to re-record your alternate greeting. For more details on enabling alternate greetings for each user, see the Task List for Configuring Video Messaging, on page 195 section. Change Alternate Greeting Message Playback Menu Tabs Message Playback Menu tabs include Message Header, Message Body, and Message Footer tabs that you can use to customize the conversation settings, such as defining the speed and volume of the message header via TUI. When a message is played in the Unity Connection user conversation, there are three separate parts: the header, the body, and the footer. By default, the message header contains the message number and the sender information. The message body is the actual recording of the message. The message footer is the time stamp. The contents of the header and footer sections can be modified on the Playback Message Settings page. For example, the message number, the sender information, the sender extension, and the time stamp can be added or removed from the header. These settings are controlled by the check boxes under the “Before Playing Each Message, Play” section on the Playback Message Settings page. For the message footer, you have the option of playing the time stamp after the message; you can exclude it altogether or have it played as part of the header. This option is controlled with the check box under the “After Playing Each Message, Play” section on the Playback Message Settings page. If you choose not to play the time stamp after the message, the effect is to have no footer to the message. In Unity Connection, the “After Playing Each Message, Play” section now includes the sender information, extension or ANI, and the message number, in addition to the time the message was sent and message duration. System Administration Guide 255 Tools Message Playback Menu Tabs

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The Custom Keypad Mapping tool includes separate tabs for each part of the message. As a best practice, you should map the same keys to each option for all three parts. However, in some cases it may be useful to map the same key to different actions. For example, during the message header you might want to press the “1” key to skip to the start of the message body, and during the message body press the “1” key to skip to the message footer. The same message playback key mappings are used when listening to new messages, saved messages, and deleted messages, rather than separate mappings for each message stack. Keep this in mind as you are deciding on key mapping preferences, particularly for options such as marking messages as new (unread) or saved (read). Message playback options are not voiced in a menu format by phone, but they are listed if the user presses the key that is mapped to the Help option. The Custom Keypad Mapping tool allows you to configure which items are voiced in the Help. See the below table for a list of options that can be mapped. Table 14: Message Playback Menu Tabs Description Option Jumps to the beginning of the header portion of the message. Repeat Message Skips to the next message and marks the current message as saved. Save Deletes the message that is currently being played. The user class of service determines whether the message is moved to the deleted items folder or is deleted permanently. Delete Slows down the message that is currently being played. Pressing the mapped key slows the message playback by 50 percent. If the Save Speed and Volume Changes Made by User setting is enabled on the System Settings > Advanced > Conversation Configuration page, the last change made to playback speed is saved as the default playback speed for the user. Note Slow Playback Speeds up the message that is currently being played. Pressing the mapped key speeds the message playback by 50 percent. Pressing the key again speeds the message playback by 100 percent. If the Save Speed and Volume Changes Made by User setting is enabled on the System Settings > Advanced > Conversation Configuration page, the last change made to playback speed is saved as the default playback speed for the user. Note Fast Playback Resets the speed of the message that is currently being played to the default message playback speed setting for the user. If the Save Speed and Volume Changes Made by User setting is enabled on the System Settings > Advanced > Conversation Configuration page, the last change made to playback speed is saved as the default playback speed for the user. Note Reset Speed to Default System Administration Guide 256 Tools Message Playback Menu Tabs

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Description Option Cycles the volume of the message that is currently being played through three volume levels: normal, loud, and quiet.If the Save Speed and Volume Changes Made by User setting is enabled on the System Settings > Advanced > Conversation Configuration page, the last change made to playback volume is saved as the default playback volume for the user. Change Volume Resets the volume of the message that is currently being played to the default message playback volume setting for the user. If the Save Speed and Volume Changes Made by User setting is enabled on the System Settings > Advanced > Conversation Configuration page, the last change made to playback volume is saved as the default playback volume for the user. Note Reset Volume to Default Decreases the volume of the message that is currently being played. If the Save Speed and Volume Changes Made by User setting is enabled on the System Settings > Advanced > Conversation Configuration page, the last change made to playback volume is saved as the default playback volume for the user. Note Quieter Playback Increases the volume of the message that is currently being played. If the Save Speed and Volume Changes Made by User setting is enabled on the System Settings > Advanced > Conversation Configuration page, the last change made to playback volume is saved as the default playback volume for the user. Note Louder Playback Pauses playback of the message, or resumes playback when the message is already paused. Pause/Resume Jumps backward in the message that is currently being played. By default, the message rewinds five seconds. You can adjust the rewind time on the Playback Message Settings page. Rewind Jumps forward in the message that is currently being played. By default, the message fast-forwards five seconds. You can adjust the fast-forward time on the Playback Message Settings page. Fast-Forward Jumps directly to the After Message menu. Skip to After Message Menu Skips to the next message in the stack and leaves the message in the state it was in. When a new message is skipped, it is saved as unread; when a saved message is skipped, it remains saved; and when a deleted message is skipped, it remains deleted. Skip Message, Save As Is Skips to the next message in the stack and marks the message as new. When this option is selected, if a user skips messages when listening to saved or deleted messages, the messages are marked as unread and are moved to the new message stack. Save as New System Administration Guide 257 Tools Message Playback Menu Tabs

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Description Option Asks the user to enter the number of a message in the current stack (new, saved, or deleted messages) and then takes the user directly to that message. For users who have large numbers of messages, this is a useful way to jump ahead or back in the stacks. This option is offered only when the Enable Go to Message setting is enabled on the System Settings > Advanced > Conversation page. Play Message By Number Takes the user to the previous message in the stack. Go to Previous Message Takes the user to the next message in the stack. The message the user was listening to is left in the state it was in (new, saved, or deleted). Go to Next Message functions the same as the Skip Message, Save As Is option. Go to Next Message Terminates message playback and goes up a menu level. Users who are listening to new or saved messages go to the Main menu. Users who are listening to deleted messages go to the Deleted Message Option menu. Cancel or Back Up Replies to the sender of the message. Only the sender receives the reply. Other recipients of the original message do not receive the reply. This option is available only when the message is from another user; users cannot reply to outside caller messages. Reply Replies to all recipients of the message. Reply to All Terminates message playback, signs users out of their mailboxes, and transfers users to the person who left the message. This feature is also known as Live Reply. This key option is used to return calls to both users and unidentified callers. This option is available only when the user is assigned to a class of service that has enabled either the Users Can Reply to Messages from Other Users by Calling Them or the Users Can Reply to Messages from Unidentified Callers by Calling Them setting. Call the Sender Allows the user to forward the message to another user or distribution list. Forward Message Forwards the original voice message and removes any forwarded introductions that may have been added to the message by previous forwards. Forward Original Message Jumps to the beginning of the message footer. When the After Playing Each Message, Play options are not enabled for the user on the Playback Message Settings page, these options effectively skips to the end of the message and goes directly to the After Message menu. Skip to End Jumps to the beginning of the message body, effectively repeating the message. If you assign a key to this option for the message header, it allows users to skip the header and jump right to the message. Replay Message System Administration Guide 258 Tools Message Playback Menu Tabs

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Description Option Plays the properties of the message that is currently being played. This includes the sender information (including ANI if it is provided for outside callers) and the time that the message was sent. Play Message Properties Signs users out of their mailboxes and sends them to the Operator call handler. The message is left in the state that it was in. Operator Jumps to the first message of the message stack. Unity Connection plays the “First message” prompt as an audible cue to the user. Go to First Message Jumps to the last message of the message stack. Unity Connection plays the “Last message” prompt as an audible cue to the user. Go to Last Message Lists all recipients of the current message. List Message Recipients Toggles the priority flag on a received message between urgent and normal. Users who want to identify the high-priority messages among all of their received messages may be interested in this functionality. By default, Unity Connection plays messages that are marked urgent first. Toggle Urgency Flag Sends the message to a fax machine. This option is available for fax messages and any message that has an attachment that can be sent to a fax machine. This option is available only when the fax is configured as an external service for the user. Send to Fax Machine for Printing Plays Help for all of the options that are mapped to a key, and for which the Option Voiced in Help check box is checked. Help Describes the files that are attached to the message. Files in compatible formats are played or read. Play Message Attachments After Message Menu Tab The After Message menu plays after the user has listened to a message. See the below table for a list of options that can be mapped. Table 15: After Message Menu Tab Description Option Plays the message again, starting with the header. Repeat Message Marks the message as saved (read) and moves to the next message in the stack. When the user is listening to a deleted message, this option moves the message to the saved message stack. Save Deletes the message that is currently being played. The user class of service determines whether the message is moved to the deleted items folder or is deleted permanently. Delete System Administration Guide 259 Tools After Message Menu Tab

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Description Option Replies to the sender of the message. Only the sender receives the reply; other recipients of the original message do not receive the reply. This option is available only when the message is from another user; users cannot reply to outside caller messages. Reply Allows the user to forward the message to another user or distribution list. Forward Message Forwards the original voice message and removes any forwarded introductions that may have been added to the message by previous forwards. Forward Original Message Marks the message as new (unread) and moves to the next message in the stack. When the user is listening to a saved or deleted message, this option moves the message to the new message stack. Save as New Jumps backward into the message. By default, the message rewinds five seconds. You can adjust the rewind time on the Playback Message Settings page. Rewind Sends the message to a fax machine. This option is available for fax messages and any message that has an attachment that can be sent to a fax machine. This option is available only when fax is configured as an external service for the user. Send to Fax Machine for Printing Plays the properties of the current message. This includes the sender information (including ANI if it is provided for outside callers) and the time that the message was sent. Play Message Properties Exits the After Message menu and goes up a menu level. Users who are listening to new or saved messages go to the Main menu. Users who are listening to deleted messages go to the Deleted Message Option menu. Cancel or Back Up Plays the After Message menu Help. Help Signs users out of their mailboxes and sends them to the operator call handler. The message is left in the state it was in. Operator Describes the files that are attached to the message. Files in compatible formats are played or read. Play Message Attachments Asks the user to enter the number of a message in the current stack (new, saved, or deleted messages) and then takes the user directly to that message. For users who have large numbers of messages, this is a useful way to jump ahead or back in the stacks. This option is available only when the Enable Go to Message setting is enabled on the System Settings > Advanced > Conversations page. Play Message By Number Takes the user to the previous message in the stack. Go to Previous Message System Administration Guide 260 Tools After Message Menu Tab

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Description Option Takes the user to the next message in the stack. The message the user was listening to is left in the state that it was in (new, saved, or deleted). Go to Next Message functions the same as the Skip Message, Save As Is option. Go to Next Message Goes to the next message in the stack and leaves the message in the state that it was in. New messages are saved as unread; saved messages remain saved; and deleted messages remain deleted. Save As Is Jumps to the first message of the message stack. Unity Connection plays the “First message” prompt as an audible cue to the user. Go to First Message Jumps to the last message of the message stack. Unity Connection plays the “Last message” prompt as an audible cue to the user. Go to Last Message Toggles the priority flag on a received message between urgent and normal. Users who want to identify the high-priority messages among all of their received messages may be interested in this functionality. By default, Unity Connection plays messages that are marked urgent first. Toggle Urgency Flag Terminates message playback, signs users out of their mailboxes, and transfers users to the person who left the message. This feature is also known as Live Reply. This key option is used to return calls to both other users and unidentified callers. This option is available only when the user is assigned to a class of service that has enabled either the Users Can Reply to Messages from Other Users by Calling Them or the Users Can Reply to Messages from Unidentified Callers by Calling Them setting. Call the Sender Skips to the next message in the stack and leaves the message in the state it was in. When a new message is skipped, it is saved as unread; when a saved message is skipped, it remains saved; and when a deleted message is skipped, it remains deleted. Skip Message, Save As Is Lists all recipients of the current message. List Message Recipients Replies to all recipients of the message. Reply to All Settings Menu Tab The Settings menu is what users hear when they choose Change Setup Options from the Main menu. See the below table for a list of options that can be mapped. Table 16: Settings Menu Tab Description Option Allows users to edit their greetings. Greetings Takes users to the Message Settings menu. Message Settings System Administration Guide 261 Tools Settings Menu Tab

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Description Option Takes users to the Preferences menu. Preferences Allows users to edit their transfer rules. Transfer Settings Allows users to change their alternate contact phone numbers. This option is available for a user only when an administrator has configured one or more caller input keys to transfer to an alternate contact number on the user Edit Caller Input page. Alternate Contact Numbers Plays the Settings menu again. Repeat Menu Plays the Settings menu Help. Help Exits the Settings menu and goes up a menu level to the Main menu. Cancel or Back Up Allows users to change alternate greetings by activating and re-recording. In case of a video call, when users are listening to the main menu options and press the applicable key, Unity Connection plays your alternate video greeting and asks you to re-record your alternate greeting. Change Alternate Greeting Message Settings Menu Tab The Message Settings menu is what users hear when they choose Message Settings from the Settings menu. See the below table for a list of options that can be mapped. Table 17: Message Settings Menu Tab Description Option Allows users to edit the settings for their message notification devices. Message Notification Allows users to change the phone number of the fax machine to which they can send faxes for printing. Fax Delivery Allows users to switch between the full or brief menu styles. Menu Style Allows users to edit their private lists. Private Lists Allows users to review and add or remove names from their addressing priority list. Addressing Priority List Plays the Message Settings menu again. Repeat Menu Plays the Message Settings menu Help. Help Exits the Message Settings menu and goes up a menu level to the Settings menu. Cancel or Back Up Preferences Menu Tab The Preferences menu is what users hear when they choose Preferences from the Settings menu. System Administration Guide 262 Tools Message Settings Menu Tab

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See the below table for a list of options that can be mapped. Table 18: Preferences Menu Tab Description Option Allows users to edit their phone PINs. This option is not available for a user when the User Cannot Change check box is checked on the user Edit Password Settings page. Change Phone Password Allows users to record names. This option is available only when the user is assigned to a class of service that has enabled the Allow Recording of Name option. Change Recorded Name Allows users to choose whether or not they want to be listed in the directory. This option is available only when the user is assigned to a class of service that has enabled the Allow Users to Choose to Be Listed in the Directory option. Change Directory Listing Allows users to list and delete their alternate extensions. Also allows users to add the current number they are calling from as an alternate extension (if it is not already an alternate extension and does not match a blocked pattern in the User-Defined or Automatically-Added Alternate Extensions restriction table). Edit User-Defined Alternate Extensions Plays the Preferences menu again. Repeat Menu Plays the Preferences menu Help. Help Exits the Preferences menu and goes up a menu level to the Settings menu. Cancel or Back Up Documenting Your Keymap The Wallet Card wizard is available for creating a PDF file of a wallet card based on your custom keypad mappings. For details, see the Wallet Card Wizard, on page 267. Migrate Utilities The Migrate Utilities tool includes Migrate Users and Migrate Messages to migrate users and messages respectively, from Cisco Unity 9.x or later to Unity Connection 15. However, you should use the Cisco Unified Backup and Restore Application Suite (COBRAS) tool to quickly migrate huge amount of data as COBRAS does not require you to configure a secure shell (SSH) server application. You can only migrate messages if you have first migrated the user data. Note System Administration Guide 263 Tools Documenting Your Keymap

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Accessing the Migrate Utilities For a task list that enumerates the steps for migrating from Cisco Unity to Unity Connection 15 either using COBRAS or Migrate Messages and Migrate Users utilities, see the “Maintaining Cisco Unity Connection Server” chapter of the Install, Upgrade, and Maintenance Guide for Cisco Unity Connection Release 15 available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/install_upgrade/guide/b_ 15cuciumg.html . Step 1 In Cisco Unity Connection Administration, expand Tools and select Migration Utilities. Step 2 Expand Migration Utilities, then select the applicable option (Migrate Users > or > Migrate Messages). Grammar Statistics Tool The Grammar Statistics tool shows information about all of the dynamic name grammars that are used by the Unity Connection voice-recognition conversation to match caller utterances to the names of objects on the system (for example, usernames and alternate names, distribution list names, and so on). When administrators add or change names on the Unity Connection system, the names are not recognized by the voice-recognition conversation until they are compiled in the grammars. For each name grammar, the tool displays information such as the finish time of the last grammar recompilation, the total number of unique items in the grammar, whether there are updates pending to the grammar, and whether the grammar is currently in the process of being recompiled. By default, Unity Connection recompiles grammars when administrators add named objects or change object names on the system (unless a bulk operation is in progress, in which case Unity Connection waits ten minutes for the operation to complete before recompiling the grammars), or when there are more than five changes requested in a minute. If the grammars have grown to the point where the name grammar recompilation process is affecting the performance of your Unity Connection server during busy periods, you can edit the default Voice Recognition Update Schedule (under System Settings > Schedules in Cisco Unity Connection Administration) to limit the times and days when the Unity Connection voice-recognition transport utility can automatically rebuild the voice-recognition name grammars. By default, all the days and times are active for this schedule; if you edit the schedule but want to override the schedule while it is inactive and force an immediate recompilation of all grammars, or if you want to force recompilation during the ten minute wait period after a bulk operation has been initiated, you can select the Rebuild Grammars button on the Grammar Statistics tool. SMTP Address Search The SMTP Address Search tool allows you to search a particular object, such as a user or a distribution list, based on the SMTP address of the object. For example, if there are two users with the same display name in different domains, you can search the desired user by specifying the complete SMTP address. Show Dependency Results The Show Dependency Results page provides a way to view the results of the most recent dependency search. System Administration Guide 264 Tools Accessing the Migrate Utilities

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When database objects such as user accounts are referenced by other objects in Unity Connection (for example, if a user is set to be a recipient of messages left in an interview handler, or if a call handler is set to transfer incoming calls to a user phone), you cannot delete the referenced objects until you have changed settings on the dependent objects. To determine the dependencies of an object that you want to delete, select the Show Dependencies option on the search page for the object type. The option initiates a search for database objects that are dependent on the object you want to delete. From the dependency search results, follow links to the dependent objects and reassign the dependencies. When all dependencies have been reassigned, you can delete the object. Some dependency searches can take several minutes, depending on the object being searched. While a search is in progress, if you browse to another page, or your browser session times out, navigate to Tools > Show Dependency Results to view the dependency search results. Other Administrative Tools In addition to the tools that appear on Unity Connection Administration interface, Unity Connection provides the following tools, which you can use to monitor system performance: Remote Database Administration Tools A database proxy can be enabled to allow the use of some Windows-based remote database administration tools that are available on the Cisco Unity Tools website (http://ciscounitytools.com), where updates to the utilities are frequently posted between Cisco Unity Connection releases. You can sign up to be notified when the utilities posted on the Cisco Unity Tools website are updated. Go to http://ciscounitytools.com and select Sign Up Here. Note Enabling Database Access for Remote Administration Tools In order to use the remote tools, you must first enable remote database access. As opening up database access for remote administration tools can introduce a security risk to your system, several layers of security are involved with enabling access: • The username and password of a user with the Remote Administrator role is required to run remote tools. • The Unity Connection Database Proxy service is disabled by default. Assigning the Remote Administrator Role to One or More Users Step 1 In Cisco Unity Connection Administration, expand Users and select Users. Step 2 On the Search Users page, find the applicable user account. As a best practice, do not use the default system administrator user account for remote access. Instead, use a different administrative user account to avoid the default system administrator account become locked due to too many failed authentication attempts. Note Step 3 On the Edit User Basics page, in the Edit menu, select Roles. System Administration Guide 265 Tools Other Administrative Tools

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Step 4 On the Edit Roles page, in the Available Roles field, select Remote Administrator, then select the Up arrow to move it into the Assigned Roles field. Step 5 Select Save. Step 6 Repeat Step 2 through Step 5 for each user who needs access to remote administration tools. Starting the Database Proxy Service Step 1 In Cisco Unity Connection Serviceability, expand Tools and select Service Management. Step 2 In the Optional Services section, find the Unity Connection Database Proxy row and select Activate. Cisco Unified Backup and Restore Application Suite (COBRAS) Cisco Unified Backup and Restore Application Suite (COBRAS) is the application you use to migrate data and messages from Unity Connection 1.2 to 15. Download the latest version, and view training videos and Help at http://www.ciscounitytools.com/Applications/General/COBRAS/COBRAS.html. Alternatively, you can use the Unity Connection Migrate Messages and Migrate Users utilities to migrate messages and user data when you are migrating from Cisco Unity 4.0(4) and earlier and you cannot upgrade to Cisco Unity 4.0(5) or later for some reason. For more information, see the Migrate Utilities. Migration in a Tenant Partitioned environment using COBRAS tool allows the administrator to export the data from a non-partitioned Unity Connection system or a Tenant-Partitioned Unity Connection system. For more information on each scenario and on migration process using COBRAS tools, refer to http://www.ciscounitytools.com/Applications/General/COBRAS/COBRAS.html link. Note For a task list that enumerates the steps for migrating from Cisco Unity or from Unity Connection 7.x to Unity Connection 15 either using COBRAS or Migrate Messages and Migrate Users utilities, see the “Backing Up and Restoring Cisco Unity Connection Components” chapter of the Install, Upgrade, and Maintenance Guide for Cisco Unity Connection, Release 15 available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/ connection/15/install_upgrade/guide/b_15cuciumg.html. Cisco Voice Technology Group Subscription Tool You can use the Cisco Voice Technology Group Subscription tool to be notified by email of any Cisco Unity Connection software updates. To subscribe, go to the Cisco Voice Technology Group Subscription Tool page at http://www.cisco.com/cgi-bin/Software/Newsbuilder/Builder/VOICE.cgi. Cisco Utilities Database Link for Informix (CUDLI) The Cisco Utilities Database Link for Informix (CUDLI) tool allows you to navigate the Cisco Unity Connection database, learn about the purpose of data in a particular table or column, and jump between referenced objects in the database. It also shows stored procedures and includes a custom query builder. System Administration Guide 266 Tools Starting the Database Proxy Service

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Download the tool and view training videos and Help at http://www.ciscounitytools.com/Applications/CxN/CUDLI/CUDLI.html. Unity Connection User Data Dump (CUDD) The Unity Connection User Data Dump (CUDD) allows you to export specific information about users to a file that can then be viewed or imported into another application such as a database utility or Excel. When the data is exported, the tool automatically creates a header row that lists the data type found in each column of the output, for ease of import into other programs. Download the tool and view training videos and Help at http://www.ciscounitytools.com/Applications/CxN/UserDataDump/UserDataDump.html. Wallet Card Wizard The Wallet Card wizard is available for creating a PDF file of a wallet card based on any of the Unity Connection conversations, including custom keypad mappings. The templates in the wizard list frequently use menu options and shortcuts for managing Unity Connection messages and user preferences by phone; the wizard fills in the applicable keys based on the conversation that you specify. The resulting PDF is formatted as a wallet card that can be printed, then cut out and folded by users. The wizard also allows you to customize technical support information and instructions for signing in to Unity Connection. The Wallet Card wizard is a Windows-based remote database administration tool. Download the tool and view Help at http://www.ciscounitytools.com/Applications/CxN/WalletCardWizard/WalletCardWizard.html. System Administration Guide 267 Tools Unity Connection User Data Dump (CUDD)

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A P P E N D I X A User Settings • Settings for User Accounts and User Templates, on page 269 • User Template Basics, on page 270 • User Basics, on page 270 • Password Settings, on page 271 • Change Password, on page 273 • Roles, on page 274 • Message Waiting Indicator, on page 275 • Transfer Rules, on page 275 • Message Settings, on page 276 • Message Actions, on page 276 • Caller Input, on page 277 • Mailbox, on page 278 • Phone Menu, on page 278 • Playback Message Settings, on page 279 • Send Message Settings, on page 279 • Greeting, on page 280 • Post Greeting Recording, on page 281 • Notification Devices, on page 281 • Unified Messaging Account, on page 281 • Video Service Accounts, on page 282 • Alternate Extensions, on page 282 • Alternate Names, on page 283 • Private Distribution Lists, on page 284 • SMTP Proxy Addresses, on page 284 Settings for User Accounts and User Templates You can specify different settings, such as password and transfer rules associated with a user template or a particular user account through Cisco Unity Connection Administration interface. For information on user accounts, see the Users, on page 37 chapter and for information on user templates, see the User Templates, on page 24 section. System Administration Guide 269

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User Template Basics The Edit User Template Basics page allows you to specify the settings, such as alias and first name associated with a particular user template. User Basics The Edit User Basics page allows you specify the settings, such as alias and first name associated with a particular user account. Consider the following points while changing the alias of a user: • If you change the alias for a user, Unity Connection automatically creates an SMTP proxy address for the previous alias. This allows the other Unity Connection users to reply to the messages that were sent from the previous alias but the replies automatically reach to the new alias of the user. • When Unity Connection is integrated with an LDAP directory, the Alias field cannot be changed for any user who is integrated with an LDAP user. However, if you are using Active Directory as the LDAP directory, you can change the value of the LDAP field that is mapped to the Alias field. The alias change is replicated to Unity Connection when the Unity Connection database is synchronized with the LDAP directory. This also causes Unity Connection to automatically create an SMTP proxy address for the previous alias. If you are using an LDAP directory other than Active Directory and you change the value of the LDAP field that is mapped to the Alias field, the user is converted to a non-LDAP-integrated user. Caution In the following configurations, you cannot edit fields, such as Alias (User ID in Cisco Unified Communications Manager Administration), and First Name: • In Cisco Business Edition, when the Unity Connection user is integrated with the Cisco Unified CM Application User. You can only edit these fields in Cisco Unified CM Administration. • In Unity Connection or in Cisco Business Edition, when Unity Connection user data is synchronized with data in an LDAP directory. You can only edit these fields in the LDAP directory. If Unity Connection is configured to authenticate Unity Connection web application user names and passwords against the LDAP directory, you cannot change the Unity Connection web application password. Note • In Unity Connection, if digital networking is configured, you cannot edit any fields for a user on servers other than the home server of the user. You must edit user settings on the server on which the user account was created. For information on moving mailboxes from one mailbox store to another, see the LDAP, on page 147 chapter. System Administration Guide 270 User Settings User Template Basics

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Password Settings Default phone PINs and web application passwords are applied to each user account that you create. The web application password and voicemail PIN settings for individual users determine: • The authentication rule that governs the user account. • The time of password or PIN lockout if the user password or PIN is locked by an administrator. • The password changing settings of a user, whether user is allowed to change the password or the password must be changed during next sign in. • The expiry of a password or PIN. • The last time a password or PIN was changed. • The number of failed sign-in attempts, the time of the last failed sign-in attempt, and the time period that the lockout is enforced. Securing and Changing User Phone PINs To help protect Unity Connection from unauthorized access and toll fraud, every user should be assigned a unique phone PIN. Additionally, each PIN should be six or more characters long and non-trivial. To assign unique PINs to Unity Connection end user accounts (users with mailboxes) after they have been created, use the Bulk Password Edit tool along with a CSV file that contains unique strings for the PINs to apply PINs in bulk. The Bulk Password Edit tool is a Windows-based tool. Download the tool and view Help at http://www.ciscounitytools.com/applications/cxn/bulkpasswordedit/bulkpasswordedit.html. Note PIN Synchronization between Unity Connection and Cisco Unified CM PIN Synchronization feature in Unity connection allows the administrator to configure Unity Connection to maintain the common PIN for the users to access the Cisco Unity Connection Voicemail, Extension Mobility, Conference Now and Mobile Connect. Using this feature, when a user updates the voicemail PIN for Unity Connection, the PIN automatically gets synchronized with the corresponding user account on Cisco Unified CM and vice versa. PIN Synchronization is supported only with Cisco Unified CM 11.5(1) and later. To enable this feature, check the Enable End User PIN Synchronization for Primary AXL Server check box on the Edit AXL Servers page of Cisco Unity Connection Administration. For field information, see Help > This Page. Before using PIN Synchronization feature, ensure the following: • The alias of the user on Cisco Unity Connection must be same as the user ID on the Cisco Unified CM or the users should be integrated with Cisco Unified CM through AXL server or LDAP. • Authentication Rules on Cisco Unity Connection must be same as the Credential Policies on Cisco Unified CM to reduce possible error conditions. For more information on authentication rules, see "Passwords, PINs, and Authentication Rule Management" chapter in the Security Guide for Cisco Unity Connection Release 14 available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/security/guide/b_15cucsecx.html . System Administration Guide 271 User Settings Password Settings

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For successful synchronization of the PIN, make sure that publisher server of Cisco Unified CM is up and running. Note Task List for Configuring PIN Synchronization in Unity Connection Do the following to configure PIN Synchronization feature in Unity Connection: • In Cisco Unity Connection Administration, go to Telephony Integrations > Phone System and select the Phone system associated with the user. On the Phone System Basics page go to Edit > Cisco Unified Communication Manager AXL Servers. On the Edit AXL server page, configure the primary AXL server with valid username and password. The feature is not applicable for secondary AXL server. For more information on how to configure the AXL server, see the "Configuring an AXL Server in Unity Connection" section in the "Telephony Integration" chapter. • After configuring the AXL server, select Test under section AXL Servers to check that AXL server is up and running. • On the same page, check the Enable End User PIN Synchronization for Primary AXL Server check box to enable the feature. • Log in to the Cisco Unified OS Administration, go to Security > Certificate Management. On the Find and List Certificates page, select Upload Certificate\Certificate Chain. On the Upload Certificate\Certificate Chain page upload a valid certificate for the Cisco Unified CM to the Cisco Unity Connection tomcat-trust. To ignore the certificate validation errors for AXL server, check the Ignore Certificate Errors check box on the Edit AXL Server page. For more information on certificates, see “Security” chapter of Cisco Unified Communications Operating System Administration Guide for Cisco Unity Connection Release 15 at https://www.cisco.com/c/en/us/ td/docs/voice_ip_comm/connection/15/os_administration/guide/b_15cucosagx.html. Configuring PIN Synchronization in Cisco Unified CM Do the following to configure PIN Synchronization feature in Cisco Unified CM: • To enable PIN Synchronization, first upload a valid certificate for the Cisco Unity Connection from the Cisco Unified OS Administration page to the Cisco Unified Communications Manager tomcat-trust. • To create an Application user in Cisco Unified CM, go to User Management > Application User and select Add New. On the Application User Configuration page, enter the values of the required field and select Save. Make sure that the User ID and password entered on the Application User Configuration page must match the username and password of the Cisco Unity Connection system administrator. Note • In Cisco Unified CM, go to System > Application Servers and select the application server that you set up for Cisco Unity Connection. On the Application Server Configuration page, in the Available Application User field, select the application user that is created with Cisco Unity Connection administrator credentials and move it to the Selected Application User field. System Administration Guide 272 User Settings Task List for Configuring PIN Synchronization in Unity Connection

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If Cisco Unity Connection server is not available on the Find and List Application Servers page, you need to create a new application server for Cisco Unity Connection. For more information on how to add a new application server, see the "Integrate Applications, Configure Application Servers " chapter in the System Configuration Guide for Cisco Unified Communications Manager at http://www.cisco.com/ c/en/us/support/unified-communications/unified-communications-manager-callmanager/ products-installation-and-configuration-guides-list.html. • On the Application Server Configuration page, check the Enable End User PIN Synchronization check box and Select Save. For more information to enable PIN Synchronization in Cisco Unified CM, see "PIN Synchronization" section in the "New and Changed Features" chapter in the Release Notes for Cisco Unified Communications Manager and IM & Presence Service, Release 11.5(1) at http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/rel_notes/11_5_1/cucm_b_release-notes-cucm-imp-1151.html. Password and PIN Security Considerations for Template Defaults Following are the considerations when preparing user templates for voicemail or administrator users: Users with Voice Mailbox Accounts The web application passwords and voicemail PINs for voicemail users are either set by default Voicemail User Template during installation or the passwords set on the Change Password page for the user template that you select when the creating accounts. You need to share the PINs and passwords with users so that they can sign in to the Unity Connection conversation and to the Cisco Personal Communications Assistant (Cisco PCA). To increase system security, users must change both PIN and password as soon as possible, and enforce the PIN and password complexity rules. Users Without Voice Mailbox Accounts A default web application password is applied to each administrative account that you create. If the administrator user is associated with the default Administrator User Template, then the web application password is a randomly generated string. Therefore, if you base new administrative accounts on the default Administrator User Template, you must either enter a new default password for the user template to replace the randomly generated string or change the password for each newly created administrator account. To increase system security, the administrators must change the password as soon as possible and enforce password complexity rules. Change Password You can change the web application password and voicemail PIN settings for a user on the Edit > Password Settings page for the user or associated user template. In Cisco Business Edition, you can change user voice mail PINs and web application passwords either from the User Management pages in Cisco Unified CM Administration. Note System Administration Guide 273 User Settings Password and PIN Security Considerations for Template Defaults

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If Unity Connection is integrated with an LDAP directory, the web application password and password settings (for example, password-complexity settings and whether the password expires) are controlled by the LDAP server. Note Users can also use the Messaging Assistant to change the passwords and PINs. Securing and Changing the Web Application (Cisco PCA) Password You can change the and specify the web application password and voicemail PIN settings for users from Cisco Unity Connection Administration. The Cisco PCA password is referred to as the Web Application password in Cisco Unity Connection Administration. Note Each user must be assigned a unique password with the following properties: • The password must contain at least three of the following four characters: an uppercase character, a lowercase character, a number, or a symbol. • The password cannot contain the user alias or its reverse. • The password cannot contain the primary extension or any alternate extensions. • A character cannot be used more than three times consecutively (for example, !Cooool). The characters cannot all be consecutive, in ascending or descending order (for example, abcdef or fedcba). Following are the considerations when securing Cisco PCA passwords for users: • Users can change the Cisco PCA password only using the Messaging Assistant. • The Cisco PCA password is not related to the Unity Connection phone PIN and the two are not synchronized. The users do not change the Cisco PCA passwords when prompted to change the phone PIN during first time enrollment. Users that can access voice messages using an IMAP client must change the Cisco PCA password when updating the password in IMAP client. Passwords are not synchronized between IMAP clients and Cisco PCA. If users have trouble receiving voice messages in an IMAP client after updating Cisco PCA password, see the "Troubleshooting IMAP Client Sign-In Problems in Cisco Unity Connection" section in the "Configuring an Email Account to Access Cisco Unity Connection Voice Messages" chapter of the User Workstation Setup Guide for Cisco Unity Connection Release 15, available at https://www.cisco.com/c/en/us/td/docs/voice_ip_ comm/connection/15/user_setup/guide/b_15cucuwsx.html. Roles You can assign different roles (System Roles and Custom Roles) to a user from the Edit Roles page of a user or the associated user template. System Roles are the predefined roles provided by Unity Connection whereas Custom Roles are the roles that the administrator creates based on the requirements. For more information on different roles and privileges, see the Roles, on page 26 section of the "User Attributes" chapter.. System Administration Guide 274 User Settings Securing and Changing the Web Application (Cisco PCA) Password

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While specifying the user account settings, you can assign multiple roles to a particular user through Edit Roles page. The role you assign to the user account defines the privileges and tasks that an administrator can perform. Note Message Waiting Indicator Unity Connection can set message waiting indicators (MWIs) at up to 10 extensions for a user when new voice messages arrive. When a user account is added, Unity Connection automatically enables the MWI at the primary extension for the user. You can change MWI settings, add or delete MWI extensions in Cisco Unity Connection Administration on the Message Waiting Indicators page for a user. In a SCCP integration with Cisco Unified CM or in a SIP trunk integration with Cisco Unified CM 7.1 and later, Unity Connection can also send message counts to supported Cisco IP phones. You cannot specify MWI settings for user templates. Note Transfer Rules The transfer rules specify how Unity Connection handles calls transferred from an automated attendant to user phones. As per the call transfer settings, Unity Connection can either release the call to the phone system, or it can supervise the transfer. When Unity Connection is set to supervise transfers, it can provide additional call control with call holding and call screening for indirect calls: • With call holding, when the phone is busy, Unity Connection can ask callers to hold. Unity Connection manages each caller in the queue according to the settings that you configure. The wait time in the call holding queue for the first caller in the queue defaults to 25 seconds. If the caller is still on hold after this amount of time, Unity Connection asks if the caller wants to continue holding, leave a message, or try another extension. If the caller does not press 1 to continue holding, or press 2 to leave a message, the caller is transferred back to the Opening Greeting. If call holding is not selected, callers are sent to whichever user greeting is enabled. • With call screening, Unity Connection can ask for the name of the caller before connecting to a user. The user can then hear who is calling and, when a phone is shared by more than one user, who the call is for. The user can then accept or refuse the call. If the call is accepted, it is transferred to the user phone. If the call is refused, Unity Connection plays the applicable user greeting. System Administration Guide 275 User Settings Message Waiting Indicator

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Transfer, screening, and holding settings do not apply when an outside caller or another user dials a user extension directly. Note To control how Unity Connection handles indirect calls at different times of the day or for specified period of time, you can define Standard, Closed, and Alternate transfer rules. The Standard transfer rule is always enabled and cannot be turned off. You can determine whether to enable Closed and Alternate transfer rules or customize the time for which the transfer rules should be enabled. Message Settings You can specify message settings for a specific user on the Edit Message Settings page for the user or user template that you use to create users. The message settings determine the message recording length, secure access, and message action of the outside (unidentified) callers when leaving messages for a user. You can specify the following settings: • The maximum recording length for messages left for a user by outside callers. • The action of outside callers when leaving messages for a user. For example, mark messages urgent or private, or re-record the messages. • The secure access for the messages left by outside callers are secure. For more information, see the "Securing User Messages in Cisco Unity Connection" chapter of the Security Guide for Cisco Unity Connection Release 15 to learn how Unity Connection handles secure messages. The guide is available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/security/guide/b_15cucsecx/ b_15cucsecx_chapter_0110.html. The language of the Unity Connection prompts that callers hear when leaving messages for a user. Message Actions Message actions determine how Unity Connection handles different types of messages that it receives for a user. Unity Connection applies the configured action for all messages of a given type that are addressed to the user. For example, if the message action for voice messages is set to relay messages of this type to a user at an alternate SMTP address, Unity Connection relays all voice messages including VPIM messages, messages that are sent from an IMAP client, and messages that are recorded and sent by phone. By default, Unity Connection is configured to accept each type of message, meaning that it delivers the message to the user mailbox. If you choose to relay voice messages to another address, you should consider the following: • When messages are set to be relayed, users are no longer able to access relayed messages from the Unity Connection phone interface, Web Inbox, Messaging Inbox, or other clients, such as Phone View or Cisco Unified Personal Communicator. You can use the Accept and Relay the Message action to instruct Unity Connection to save a copy of the message in the local user mailbox (where it is accessible by user interfaces) and also relay a copy to another address. • Unity Connection relays dispatch messages as regular messages. • Unity Connection does not relay broadcast messages. System Administration Guide 276 User Settings Message Settings

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• You can configure whether Unity Connection relays private messages and secure messages on the System Settings > Advanced > Messaging page. Private messages are relayed as regular messages with the private flag and secure messages are relayed as regular messages. • If user accounts are configured to relay voice messages to an alternate SMTP address, the voice messages cannot be transcribed. If users want transcriptions along with the relay feature, you can configure user accounts to Accept and Relay voice messages. This allows the copy of the message that is stored on the Unity Connection server to be transcribed. • When you configure SMTP notification devices for users, transcription is sent to the user SMTP address. This means that users receive two emails at the SMTP addresses. The first one is the relayed copy of the message WAV file. The second is the notification that includes the transcription. If the users need to access the original recording, users can call in Unity Connection or use an IMAP client to access the user account. SMTP Relay functionality has been primarily designed to configure corporate email address only. In order to avoid any loop in relaying the message, Primary SMTP address of Unity Connection should not be configured as Relay address. Note Unity Connection supports the relay function in message action only when you have configured an SMTP smart host on the System Settings > SMTP Configuration > Smart Host page. Note Caller Input The caller input settings define actions that Unity Connection takes in response to phone keypad keys pressed by callers during a user greeting. For each greeting that allows caller input, you can specify whether callers can skip the greeting, record a message, exit the greeting, transfer to numbers that are not associated with users or call handlers, or transfer to an alternate contact number, call handler, directory handler, or interview handler of your choice. You also use caller input settings to specify which keys users can press to interrupt a user greeting so that they can sign in to Unity Connection. The caller input settings can be changed only by an administrator user. By default, for each user greeting, Unity Connection acts on certain keys and ignores others. Table A-1 lists the default actions assigned to phone keypad keys. Table 19: Table A-1 Default Actions Assigned to Phone Keypad Keys Cisco Unity Connection Does This When Callers Press This Key Skips the greeting.

Prompts the caller to sign in * Sends the caller to the Operator call handler 0 Ignores the caller 1 through 9 System Administration Guide 277 User Settings Caller Input

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Verify that the phone keypad key you select to lock is not the first digit of any of the extensions in your system. If it is, locking the key prevents callers from dialing an extension. Note Mailbox Unity Connection allows you to specify the maximum size, or quota, for every user mailbox. You can configure mailbox quotas that permits Unity Connection to: • Issue a warning when a mailbox reaches a specified size. • Prevent a user from sending messages when the mailbox reaches a larger size. • Prevent a user from sending or receiving messages when the mailbox reaches the largest size that you want to allow. To handle the varying needs of users in your organization, you can override the systemwide quotas for individual mailboxes and for user templates. For example, you may want to allow employees in the sales department to have larger mailboxes than other employees. If you create user accounts for all sales employees using the same template, you can either specify higher quotas for the user template or higher quotas for individual user accounts. Quotas are not enforced for messages left by outside callers if the Full Mailbox Check for Outside Caller Messages check box is not checked. This check box appears on the System Settings > Advanced > Conversations page. For more information, see the Help for that page. Caution Message Aging Policy To ensure that the hard disk where voice messages are stored does not fill up, you can configure Unity Connection message aging rules to automatically move read messages to the Deleted Items folder after a specified number of days and to permanently delete messages in the Deleted Items folder after a specified number of days. To help enforce a message retention policy, you can configure Unity Connection message aging rules to permanently delete secure messages that are older than a specified number of days based on whether or not users have touched the messages in some way. Phone Menu Unity Connection offers several versions of the phone conversation that users hear and use. The version you select determines whether Unity Connection responds only to phone keypad input or also uses voice recognition to interpret spoken commands: • Touchtone Conversation- Users press keys to tell Unity Connection what they want to do. There are several touchtone conversations to choose from. Each one offers a unique keypad mapping for the message retrieval menus. For some, the keys assigned to options in the Main menu are also unique. System Administration Guide 278 User Settings Mailbox

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• Voice-Recognition Conversation- Users say voice commands to interact with Unity Connection. Even when assigned to the voice-recognition conversation, users can also press keys on the phone to tell Unity Connection what they want to do; in this case, the touchtone conversation setting is used to determine which keys are mapped to which options. This allows the touchtone conversation setting to serve as a backup if the voice-recognition services are unavailable, and also when users simply choose to use the keypad instead of voice commands to interact with Unity Connection.The user account or template must be assigned to a class of service that enables a license and the voice-recognition feature. In case of a video call, Unity Connection plays the touchtone conversation only, even if the user is enabled for voice-recognition conversation (Use Voice Recognition Input Style). The user selects the applicable key to switch to voice-recognition conversation (Switch Between Using the Phone Keypad and Using Voice Commands) using custom keypad mapping. Phone View feature The Phone View feature allows users to see search results on the LCD screens of their Cisco IP phones when they use the Find Message or the Display Message menu. When it is enabled, Unity Connection users can search for the following types of messages: • All new voice messages. • All voice messages • Messages from a particular user • Messages from all outside callers • Messages from a particular outside caller For more information, see the "Cisco Unity Connection Phone Menus and Voice Commands " chapter of the User Guide for the Cisco Unity Connection Phone Interface for Release 15, available at https://www.cisco.com/ c/en/us/td/docs/voice_ip_comm/connection/15/user/guide/phone/b_15cucugphone.html. Playback Message Settings All of the settings on the Playback Message Settings page, with the exception of the For Draft Messages, Play field, are applicable both to Unity Connection messages and to messages stored externally, depending on whether users are enabled to access email in third party message stores, and are enabled to use the single inbox feature. Send Message Settings System broadcast messages are recorded announcements that are sent to everyone in an organization. Users can either send system broadcast messages to all users or update the system broadcast messages stored in user mailboxes. By default, Unity Connection users are not enabled to send or update broadcast messages. Note To send or update system broadcast messages, users log on to Broadcast Message Administrator which is a special conversation that permits the users to send or update broadcast messages. For more information, see the Messaging, on page 127 chapter. System Administration Guide 279 User Settings Phone View feature

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Greeting Users can enable or record up to seven greetings using Messaging Assistant or phone. The greeting settings in Cisco Unity Connection Administration for a user template or user account allow you to specify which greetings are enabled, how long they are enabled, the greeting source, and the actions that Unity Connection takes during and after each greeting. When a greeting is enabled, Unity Connection plays the greeting in the applicable situation until the specified date and time arrives, and then the greeting is automatically disabled. A greeting can also be enabled to play indefinitely, which is useful for busy or closed greetings, or when an alternate greeting is enabled by a user during a leave of absence. Following are the types of greetings that a user can record: • Audio Greeting: Allows you to record an audio message that must be played when a particular greeting is enabled. For example, you can record an audio message for the Busy greeting, which the callers hear when the call is busy. • Video Greeting: Allows you to record a video message that must be displayed when a particular greeting is enabled. For example, you can record a video message for the Holiday greeting, which the callers hear when the recipient is on holiday. For more information on Video greetings, see Video, on page 195 chapter. Changing the Audio or Video Format of Recordings Unity Connection uses the same audio or video format (or codec) for recording a message that the playback device uses. For example, if users listen to messages primarily on a phone system extension, you should configure users to record messages in the same audio or video format that the phone system uses. If users listen to messages on Personal Digital Assistants (PDAs), however, you should configure users to record messages in the audio format that the PDAs use (such as GSM 6.10). Consider the following when setting the audio or video format for recording messages: • Setting the audio or video format for recordings affects all messages, greetings, and names systemwide for all users. • The audio or video format that you select affects only recordings made by phone, either using TUI, Media Player or TRAP. The recordings made using the Media Player and a microphone are always stored in G.711 mu-law. • Minimizing the number of different audio formats in used for recording and playback of recorded messages, greetings, and names reduces transcoding between audio or video formats. • When a message, greeting, or name is recorded in a lower quality audio or video format and later transcoded to a higher quality audio or video format during playback, the sound quality is not improved. Usually, the sound quality of a recording suffers when the sampling rate is changed. • Changing the audio or video format for recordings affects only messages, greetings, and names that are recorded after the setting is changed. Existing messages, greetings, and names that were recorded in a different audio format are not affected by the new setting. To Change the Audio or Video Format of Recorded Messages Using Phone Step 1 In Cisco Unity Connection Administration, expand System Settings and select General Configuration. System Administration Guide 280 User Settings Greeting

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Step 2 On the Edit General Configuration page, in the Recording Format list, select the applicable setting and select Save. Post Greeting Recording Post greeting recordings are the recorded messages that are played after greetings but before callers are allowed to leave a message for a user. For example, you may want to enable a post greeting recording for a particular group of users to convey a confidentiality policy or to let callers know when they can expect a response to the message. You can also use the feature to remind callers to include contact information, invoice or policy numbers, and other such information when they leave messages. For each post-greeting recording, you use the Media Player on the Edit Post Greeting Recording page of a user template or user to record what you want callers to hear. Post greeting recordings are configured on the Call Management > Custom Recordings page in Cisco Unity Connection Administration. For information on custom recordings, see the Custom Recordings, on page 106 section. Notification Devices Users can be configured to call a phone or a pager or send text, or SMS messages to notify users of new messages and calendar events. You can configure the parameters for the call or notification message, the events that trigger the notification, and the schedule on which the notification occurs by setting up notification devices. You can setup the notification devices for users using the Edit Notification Devices page of a user or user template. For more information, see the Notifications, on page 173 chapter. With Unity Connection 10.5 and later, you can also enter the URI number for the work, mobile, and home notification devices. Note Unified Messaging Account When configuring the single inbox for Unity Connection, check the Generate SMTP Proxy Address From Corporate Email Address check box. When you check this check box, Unity Connection automatically creates a new SMTP proxy address for the value in the Corporate Email Address field. An SMTP proxy address allows Unity Connection to map the sender to a user and to map the message recipients to users by comparing the SMTP addresses in the message header to its list of SMTP proxy addresses. Applicable SMTP proxy addresses are necessary when using Cisco ViewMail for Microsoft Outlook with the single inbox feature to send messages. When integrated with Exchange, Unity Connection allows touchtone and voice-recognition conversation users to hear the emails read to them when they sign in to Unity Connection using phone. The Text-to- Speech (TTS) playback is available provided that the text portion of the message does not exceed 1 MB in size and the text format of the message is supported by Unity Connection. Supported formats include plain text, quoted-printable text, HTML, and XML. System Administration Guide 281 User Settings Post Greeting Recording

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To enable users to access email in Exchange, configure unified messaging and select the options applicable to text to speech. For more information, see Unified Messaging Guide for Cisco Unity Connection for Release 15 available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/unified_messaging/ guide/b_15cucumgx.html . Video Service Accounts Unity Connection allows the users to record and play video greetings using a video endpoint. Unity Connection facilitates you to record and play all types of following greetings as video: • Alternate • Busy • Internal • Closed • Standard • Holiday Error greetings are played only as audio greetings. Note Alternate Extensions In addition to the primary extension for each user, you can set up alternate extensions. Alternate extensions can be used for various reasons, such as handling multiple line appearances on user phones. Alternate extensions can also make calling Unity Connection from an alternate device, such as a mobile phone or a phone at another work site more convenient. When you specify the phone number or URI for an alternative extension, Unity Connection handles all calls from that number in the same way that it handles calls from a primary extension (assuming that ANI or caller ID is passed along to Unity Connection from the phone system). This means that Unity Connection associates the alternate phone number with the user account and when a call comes from that number, Unity Connection prompts the user to enter a PIN and sign in. If users set an alternate device to forward to Unity Connection, callers can hear the user greeting and leave messages for the user, just as they would when dialing the primary extension of the user. (Callers can also be transferred to the alternate extension for a user from the automated attendant.) Users need to set forwarding from the device itself, not in Unity Connection. Note that the phone number must be passed to Unity Connection for the system to recognize the device. Users can also address messages to an alternate extension that is associated with another user. Alternate extensions are grouped into two categories: • Administrator-defined alternate extensions-Administrators can add up to 9 alternate extensions. Administrators can view and edit both administrator-defined and user-defined alternate extensions. • User-defined alternate extensions-Users can add up to 10 alternate extensions if they belong to a class of service that allows them to manage user-defined alternate extensions. Users can view administrator-defined alternate extensions if they belong to a class of service that allows them to do so. System Administration Guide 282 User Settings Video Service Accounts

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Class of service settings allow you to determine whether users can view or manage alternate extensions and whether they can use the Unity Connection Messaging Assistant to manage a set of own alternate extensions. Users who belong to a class of service with the Allow Users to Manage Their User-Defined Alternate Extensions option enabled can automatically add alternate extensions.To learn more about this feature, see the System Settings, on page 201 chapter. Using the Custom Keypad Mapping tool in Cisco Unity Connection Administration, you can provide users with the option to edit the alternate extensions from the Preferences menu in the phone interface. When a user selects the option to edit the alternate devices, Unity Connection allows you to list or delete the existing alternate extensions. If the user signs in from a phone number that is not the primary extension or an existing alternate extension or in the Excluded Extensions for Automatically Added Alternate Extensions restriction table, when they select the option to edit the alternate devices, Unity Connection offers to add the phone number as a new alternate extension. For more information on custom keypad mapping, see the Using the Custom Keypad Mapping Tool, on page 252 section. Alternate Extension Custom Settings There are several conversation settings that can be customized for alternate extensions. By default, each alternate extension uses the same settings that have been configured for the primary extension of the user. You can also edit advanced settings, such as conversation volume and message speed for alternate extensions (work phone or mobile phone) from which the user is calling. For example, a user calling from a mobile phone may want to use the voice-recognition input style and not be asked for a PIN. But a user calling from a work phone may want to use the touch tone input style and be required to enter a PIN. Alternate Names Alternate names are different versions of a name than what is listed in the corporate directory. Cisco Unity Connection considers these names when a caller uses voice recognition to place a call. For example, if a caller asks Unity Connection to dial "Mary Jameson," which was the maiden name of Mary Brown, Unity Connection can reference this information and connect the caller to the correct user. In addition to recognizing alternate names when users and outside callers use voice recognition to place a call, Unity Connection recognizes alternate names when callers and users use voice recognition to address voice messages. Alternate names can be created for users, VPIM contacts, administrator-defined contacts, system distribution lists, private lists, and user-defined contacts. While Unity Connection already recognizes hundreds of common shortened names (Bill in place of William, for example), you might want to add another version of an uncommon name, unusual nicknames, or maiden names. You could also use alternate names to add phonetic spellings of hard-to-pronounce names. For example, you could add "Goolay" as an alternate name for the last name "Goulet." From the Cisco PCA, users can edit or change the alternate names and can also create alternate names for customers, suppliers, family members, and friends who are not included in the Unity Connection directory, or for private lists. This helps in making it easier for the users or outside callers to dial the contacts or address to the lists when using voice commands. You cannot add or edit alternate names on a user template, nor can you use the Bulk Edit utility to add or edit alternate names for multiple user accounts. Note System Administration Guide 283 User Settings Alternate Extension Custom Settings

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Private Distribution Lists Users can use the private distribution lists that are associated with the accounts to send voice messages to more than one user at a time. The users can set up and manage the private lists using the Messaging Assistant or the phone. For more information on private distribution list, see the " Managing your Private List " chapter of the User Guide for the Cisco Unity Connection Messaging Assistant Web Tool (Release 15) at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/user/guide/assistant/b_15cucugasst.html. You cannot specify private lists on a user template or for multiple user accounts at once. Note SMTP Proxy Addresses Unity Connection uses SMTP proxy addresses to map the recipients of an incoming SMTP message sent from an IMAP client to the appropriate Unity Connection user or VPIM contact. If users use IMAP clients to send, reply to, or forward messages to VPIM contacts you should configure each VPIM contact with an SMTP address. Unity Connection handles SMTP messages sent to the contacts that are not associated with a VPIM location according to the option selected for the System Settings > General Configuration > When a Recipient Cannot Be Found setting. Note For example, when Robin Smith, whose email client is configured to access Unity Connection with the email address robin.smith@example.com, records a voice message in ViewMail for Outlook and sends it to chris.jones@example.com, Unity Connection searches the list of SMTP proxy addresses for robin.smith@example.com and chris.jones@example.com. If these addresses are defined as SMTP proxy addresses for the Unity Connection users Robin Smith and Chris Jones respectively, Unity Connection delivers the message as a voice message from Robin Smith to Chris Jones. For more information on configuring Unity Connection so that users can use IMAP clients to send, forward, or reply to messages through the Unity Connection server, see the Integrated Messaging, on page 139 Note System Administration Guide 284 User Settings Private Distribution Lists

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A P P E N D I X B Bulk Administration Tool • Required and Optional CSV Fields in BAT, on page 285 • Required and Optional CSV Fields for User, on page 285 • Required and Optional CSV Fields for Contacts, on page 306 • Required and Optional CSV Fields for Distribution Lists, on page 312 • Required and Optional CSV Fields for Distribution List Members, on page 313 • Required and Optional CSV Fields for Unified Messaging Accounts , on page 313 Required and Optional CSV Fields in BAT The BAT tool allows you to create, update, and delete multiple user accounts, contacts, distribution lists, distribution list members, or unified messaging accounts by importing information contained in a comma separated value (CSV) file. For more information on BAT, see the Bulk Administration Tool, on page 248 section. The tables in this section list the required and optional fields to include input CSV files. The fields are listed in alphabetical order, except for the required fields that are listed first. Use the applicable table, depending on the type of object: • Users With or Without Voice Mailboxes • Contacts • Distribution Lists • Distribution List Members • Unified Messaging Accounts Required and Optional CSV Fields for User Table 20: Required and Optional CSV Fields for User Descriptions Deleting Updating Creating Column Heading System Administration Guide 285

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The unique text name for the user account. Any combination of ASCII or unicode alphanumeric characters, periods, commas, spaces, and the special characters `, ~, !, @, #, $, %, ^, &, -, , ', up to a maximum of 64 characters. You should use only printable ASCII characters in the Alias field, because some messaging features do not support non-printing ASCII characters or Unicode. (The non-printing ASCII control characters are those below code 0x20.) For example, IMAP only supports user names that contain printable ASCII characters, so users with aliases that contain non-printing characters or unicode are unable to access their Connection messages via IMAP clients. In addition, the Cisco Object Backup and Restore Application Suite (COBRAS) is unable to back up messages for such users, because COBRAS uses IMAP to perform the backup. Required Required Required Alias The number that callers dial to reach the user. The value must be unique among users in the partition. Any combination of ASCII alphanumeric characters, from 3 to 40 characters long. N/A Optional Required Extension (Users With Mailbox Only) The unique text name for the user template to apply to the account during creation. If you specify an administrator template for TemplateAlias, the users do not have mailboxes. Caution N/A N/A Required TemplateAlias The unique characters that the user enters to access Unity Connection web applications. Any combination of alphanumeric characters, and the following special characters: ~!@#$%^&*()-+={}|[]:"';<>?/. To help protect Unity Connection from unauthorized access and toll fraud, enter a long, eight or more characters and non-trivial password. N/A Optional Optional Password System Administration Guide 286 Bulk Administration Tool Bulk Administration Tool

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The unique digits that the user enters to access voice messages by phone. Any combination of digits 0 through 9. To help protect Unity Connection from unauthorized access and toll fraud, enter a long-six or more digits-and non-trivial PIN. Whenever you update the phone PIN for multiple users through BAT on Unity Connection, the PIN gets updated on Cisco Unified CM for the users if the PIN synchronization feature is enabled on the Edit AXL Server page. Note For more information on PIN Synchronization, see the "PIN Synchronization between Unity Connection and Cisco Unified CM" section of the "User Settings" chapter. N/A Optional Optional PIN (Users With Mailbox Only) The physical address, such as a house number and street name where the user is located, or with which the user is associated. Any combination of ASCII or unicode characters up to a maximum of 128 characters. N/A Optional Optional Address System Administration Guide 287 Bulk Administration Tool Bulk Administration Tool

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An alternate version of the first name. Unity Connection considers alternate names when users and callers use voice recognition to place a call or address voice messages. To create/update more than one alternate first name per user, separate them by semicolons (;). If an alternate name needs to contain a semicolon, precede the semicolon with another semicolon to indicate to Unity Connection that the name contains a semicolon. Use this field in conjunction with the AltLastNames field to add nicknames or maiden names for users. You can also use alternate names to add phonetic spellings of hard-to-pronounce names. Alternate first names and alternate last names are stored as a pair in the database. When submitting multiple alternate names, make sure that you have the same number of alternate first names and alternate last names. For example, if you have a user named Elizabeth Brown, who is sometimes known as "Liz" and sometimes known by her maiden name of "Smith," you would enter the following AltFirstNames and AltLastNames to ensure that all four combinations are submitted to the database: • Elizabeth; Liz; Elizabeth; Liz • Brown; Brown; Smith; Smith N/A Optional Optional AltFirstNames (Users With Mailbox Only) System Administration Guide 288 Bulk Administration Tool Bulk Administration Tool

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An alternate version of the last name. Unity Connection considers alternate names when users and callers use voice recognition to place a call or address voice messages. To create/update more than one alternate last name per user, separate them by semicolons (;). If an alternate name needs to contain a semicolon, precede the semicolon with another semicolon to indicate to Unity Connection that the name contains a semicolon. Use this field in conjunction with the AltFirstNames field to add nicknames or maiden names for users. You can also use alternate names to add phonetic spellings of hard-to-pronounce names. Alternate first names and alternate last names are stored as a pair in the database. When submitting multiple alternate names, make sure that you have the same number of alternate first names and alternate last names. For example, if you have a user named Elizabeth Brown, who is sometimes known as "Liz" and sometimes known by her maiden name of "Smith," you would enter the following AltFirstNames and AltLastNames to ensure that all four combinations are submitted to the database: • Elizabeth; Liz; Elizabeth; Liz • Brown; Brown; Smith; Smith N/A Optional Optional AltLastNames (Users With Mailbox Only) An alternate spelling of the user first name in an internationally recognizable format (i.e., ASCII only characters). The value is used by the phone interface to search for users and to address messages. Any combination of ASCII alphanumeric characters up to maximum of 64 characters. N/A Optional Optional AltFirstName (Users With Mailbox Only) An alternate spelling of the user first name in an internationally recognizable format (i.e., ASCII only characters). The value is used by the phone interface to search for users and to address messages. Any combination of ASCII alphanumeric characters up to maximum of 64 characters. N/A Optional Optional AltLastName (Users With Mailbox Only) System Administration Guide 289 Bulk Administration Tool Bulk Administration Tool

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Organization-specific information about the user, such as accounting information, department names, or project codes. The information can be included in user reports. Any combination of digits from 0 through 9 up to a maximum of 32 digits. N/A Optional Optional BillingId The name of the building where the user is based. Any combination of ASCII or unicode characters up to a maximum of 64 characters. N/A Optional Optional Building The name of a locality, such as a city or other geographic region where the user is located, or with which the user is associated. Any combination of ASCII or unicode characters up to a maximum of 64 characters. N/A Optional Optional City The two letter ISO 3166-1 country code where the user is located, or with which the user is associated. Two ASCII lower or upper case alpha characters. N/A Optional Optional Country The name or number for the department or sub division of an organization to which the user belongs. Any combination of ASCII or unicode characters up to a maximum of 64 characters. N/A Optional Optional Department The user name that appears on the administration and user interfaces. If Displayname is empty and both Firstname, Lastname are present, then Displayname would be combination of "Firstname Lastname", else Displayname would be Alias. Any combination of ASCII or unicode characters up to a maximum of 64 characters. N/A Optional Optional DisplayName The user name that appears on the administration and user interfaces. If Displayname is empty and both Firstname, Lastname are present, then Displayname would be combination of "Firstname Lastname", else Displayname would be Alias. Any combination of ASCII or unicode characters up to a maximum of 64 characters. N/A Optional Optional DisplayName (Users With Mailbox Only) System Administration Guide 290 Bulk Administration Tool Bulk Administration Tool

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The email address of the user. This corresponds to the Corporate Email Address field in Cisco Unity Connection Administration. The field is only for directory information purposes. Unity Connection does not use the address to deliver incoming messages. Note Any combination of ASCII alphanumeric characters, and the special characters hyphen, underscore, period and at sign ("@"), up to a maximum of 320 characters. N/A Optional Optional EmailAddress Name used to construct part of SMTP address before the @ sign. A name is needed for unicode aliases that cannot be converted into a valid SMTP addresses. N/A Optional Optional MailName (Users With Mailbox Only) The numeric or alphanumeric identifier assigned to a user, typically based on order of hire or association with an organization. Any combination of ASCII or unicode characters up to a maximum of 64 characters. N/A Optional Optional EmployeeId The unique text name used to identify and authenticate the user with an RSA SecurID security system. Any combination of ASCII or unicode characters up to a maximum of 50 characters. N/A Optional Optional EnhancedSecurityAlias The user first name. Any combination of ANSI or Unicode alphanumeric characters, periods, commas, spaces, and the special characters , ~, !, @, #, $, %, ^, &, -, _, ', up to a maximum of 64 characters. N/A Optional Optional FirstName The initials of part or all of the user name. Any combination of ANSI or unicode alphanumeric characters, periods, commas, spaces, and the special characters , ~, !, @, #, $, %, ^, &, -, _, ', up to a maximum of 6 characters. N/A Optional Optional Initials System Administration Guide 291 Bulk Administration Tool Bulk Administration Tool

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The preferred language of the user. Use the Windows language code, such as 1033 for U.S. English. For a list of supported languages and the corresponding language codes, see the "Numeric and Alphabetic Codes for Supported Languages" section in the System Requirements for Cisco Unity Connection 15 at https://www.cisco.com/c/en/us/td/docs/voice_ ip_comm/connection/15/requirements/b_ 15cucsysreqs.html. N/A Optional Optional Language The user last name. Any combination of ANSI or unicode alphanumeric characters, periods, commas, spaces, and the special characters `, ~, !, @, #, $, %, ^, &, -, _, ', up to a maximum of 64 characters. N/A Optional Optional LastName The name of the manager or supervisor of the user. Any combination of ASCII or unicode characters up to a maximum of 64 characters. N/A Optional Optional Manager For users located in the United States, the zip code where the user is located, or with which the user is associated. For users located in Canada, Mexico, and other countries, the postal code where the user is located, or with which the user is associated. Any combination of ASCII or unicode characters up to a maximum of 40 characters. N/A Optional Optional PostalCode The full name of the state or province where the user is located, or with which the user is associated. Any combination of ASCII or unicode characters up to a maximum of 64 characters. N/A Optional Optional State The time zone with which the user account is associated. N/A Optional Optional TimeZone The position or function of the user within the organization, for example "Vice President." Any combination of ASCII or unicode characters up to a maximum of 64 characters. N/A Optional Optional Title System Administration Guide 292 Bulk Administration Tool Bulk Administration Tool

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The unique text name that is displayed on the user interfaces for the class of service (COS) with which the user account is associated. Any combination of ASCII or Unicode characters, up to a maximum of 64 characters. N/A Optional Optional COSDisplayName (Users With Mailbox Only) The required Client Matter Code (CMC) to transmit to Cisco Unified Communications Manager (CM), if applicable, when the user makes an outbound call. CMCs are typically used to enable the system to track calls for account or billing purposes. The value is used only if the system is using Cisco Unified CM and if the version of Cisco Unified CM is 4.1 and later. Whether the CMC is transmitted depends on the setting for outbound calls. The user CMC is used only if the outbound call does not have its own CMC. The code length can be from 1 through 40 characters. N/A Optional Optional ClientMatterCode (Users With Mailbox Only) (Applicable only to the Alternate transfer rule.) Determines the way in which Unity Connection transfers calls from the automated attendant or a directory handler to the user phone for the Alternate transfer rule: • 0-supervised • 1-unsupervised (also called a "Release to Switch" transfer) N/A Optional Optional TransferType (Users With Mailbox Only) (Applicable only to the Alternate transfer rule.) Determines the number of times the user extension rings before Unity Connection considers the call unanswered ("ring-no-answer") and plays the applicable greeting. This setting is applicable only when the TransferType is configured for a supervised transfer. An integer value from 2 through 100. N/A Optional Optional TransferRings (Users With Mailbox Only) (Applicable only to the Alternate transfer rule.) The phone number that Unity Connection transfers calls to if TransferAction is set to 1. N/A Optional Optional TransferExtension (Users With Mailbox Only) System Administration Guide 293 Bulk Administration Tool Bulk Administration Tool

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(Applicable only to the Alternate transfer rule.) Determines whether Unity Connection transfers the incoming calls for the user to the user greeting or to the extension specified in TransferExtension: • 0-Transfer to the greeting. • 1-Transfer to TransferExtension. N/A Optional Optional TransferAction (Users With Mailbox Only) (Applicable only to the Alternate transfer rule.) This setting is applicable only when the TransferType is configured for a supervised transfer. Determines whether Unity Connection transfers the call to the applicable greeting or releases the call to the phone system when a call is unanswered ("ring-no-answer"): • 0-Release the call to the phone system. • 1-After the number of rings specified in the TransferRings field, transfer the call to the appropriate greeting. N/A Optional Optional RnaAction (Users With Mailbox Only) (Applicable only to the Standard transfer rule.) Determines the way in which Unity Connection transfers calls from the automated attendant or a directory handler to the user phone for the standard (default) transfer rule: • 0-supervised • 1-unsupervised (also called a "Release to Switch" transfer) N/A Optional Optional StandardTransferType (Users With Mailbox Only) (Applicable only to the Standard transfer rule.) Determines the number of times the user extension rings before Unity Connection considers the call unanswered ("ring-no-answer") and plays the applicable greeting. This setting is applicable only when the StandardTransferType is configured for a supervised transfer. An integer value from 2 through 100. N/A Optional Optional StandardTransferRings (Users With Mailbox Only) (Applicable only to the Standard transfer rule.) The phone number that Unity Connection transfers calls to if StandardTransferAction is set to 1. N/A Optional Optional StandardTransferExtension (Users With Mailbox Only) System Administration Guide 294 Bulk Administration Tool Bulk Administration Tool

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(Applicable only to the Standard transfer rule.) Determines whether Unity Connection transfers the incoming calls for the user to the user greeting or to the extension specified in StandardTransferExtension: • 0-Transfer to the greeting. • 1-Transfer to StandardTransferExtension. N/A Optional Optional StandardTransferAction (Applicable only to the Standard transfer rule.) This setting is applicable only when the StandardTransferType is configured for a supervised transfer. Determines whether Unity Connection transfers the call to the applicable greeting or releases the call to the phone system when a call is unanswered ("ring-no-answer"): • 0-Release the call to the phone system. • 1-After the number of rings specified in the StandardTransferRings field, transfer the call to the appropriate greeting. N/A Optional Optional StandardRnaAction (Users With Mailbox Only) (Applicable only to the Closed transfer rule.) Determines the way in which Unity Connection transfers calls from the automated attendant or a directory handler to the user phone for the Closed transfer rule: • 0-supervised • 1-unsupervised (also called a "Release to Switch" transfer) N/A Optional Optional ClosedTransferType (Users With Mailbox Only) (Applicable only to the Closed transfer rule.) Determines the number of times the user extension rings before Unity Connection considers the call unanswered ("ring-no-answer") and plays the applicable greeting. This setting is applicable only when the ClosedTransferType is configured for a supervised transfer. An integer value from 2 through 100. N/A Optional Optional ClosedTransferRings (Users With Mailbox Only) (Applicable only to the Closed transfer rule.) The phone number that Unity Connection transfers calls to if ClosedTransferAction is set to 1. N/A Optional Optional ClosedTransferExtension (Users With Mailbox Only) System Administration Guide 295 Bulk Administration Tool Bulk Administration Tool

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(Applicable only to the Closed transfer rule.) Determines whether Cisco Unity Connection transfers the incoming calls for the user to the user greeting or to the extension specified in ClosedTransferExtension: • 0-Transfer to the greeting. • 1-Transfer to ClosedTransferExtension. N/A Optional Optional ClosedTransferAction (Users With Mailbox Only) (Applicable only to the Closed transfer rule.) This setting is applicable only when the StandardTransferType is configured for a supervised transfer. Determines whether Unity Connection transfers the call to the applicable greeting or releases the call to the phone system when a call is unanswered ("ring-no-answer"): • 0-Release the call to the phone system. • 1-After the number of rings specified in the ClosedTransferRings field, transfer the call to the appropriate greeting. N/A Optional Optional ClosedRnaAction (Users With Mailbox Only) The phone number (extension) of the default message waiting indicator (MWI) to light when callers leave messages for the user. If no value is provided, Unity Connection uses the number of the primary extension. N/A Optional Optional MWIExtension (Users With Mailbox Only) The text name displayed on the system administration interface of the phone system used to turn message waiting indicators on and off for the phone number specified in the MWIExtension column. If no value is provided, Unity Connection uses the phone system specified in the MediaSwitchDisplayName column. N/A Optional Optional MWIMediaSwitchDisplay Name (Users With Mailbox Only) The maximum duration (in seconds) for recording a message from an outside (unidentified) caller. The length specified can be from 1 through 1,200 seconds. N/A Optional Optional MaxMsgLen (Users With Mailbox Only) System Administration Guide 296 Bulk Administration Tool Bulk Administration Tool

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Indicates whether Unity Connection plays a recording to the callers after a message has been sent: • 0-Do Not Play Recording. Select this setting to disable the feature. After a message is sent, users do not hear any recording. • 1-System Default Recording. After a message is sent, users hear the default system recording. • 2-Play Recording. After a message is sent, users hear the cutomized recording. By Default the System Default Recording option is selected. Note N/A Optional Optional Play After Message Recording (Users With Mailbox Only) Indicates whether Unity Connection plays a recording to callers before allowing them to leave a message for the user. You can also indicate whether all callers hear the recording or only unidentified callers: • 0-Do Not Play Recording. Select this setting to disable the feature. Before they leave a message, callers hear only the user greeting. • 1-Play Recording to All Callers. Before they leave a message, users and outside callers hear the user or call handler greeting and then the recording. • 2-Play Recording Only to Unidentified Callers. Before they leave a message, outside callers hear the user greeting and then the post-greeting recording. Likewise, users who call from a phone that is not associated with their account and do not sign in to Unity Connection hear the post-greeting recording. N/A Optional Optional PlayPostGreetingRecording (Users With Mailbox Only) The display name of the post-greeting recording that plays after the greeting for this user. N/A Optional Optional PostGreetingRecordingDisplayName (Users With Mailbox Only) System Administration Guide 297 Bulk Administration Tool Bulk Administration Tool

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The required forced-authorization code (FACs) to transmit to Cisco Unified Communications Manager, if applicable, when the user makes an outbound call. Your organization may use FACs to prevent toll fraud. For example, users may have to provide FACs to place long-distance calls. The value is used only if the system is using Cisco Unified CM and its version is 4.1 and later. The code length can be from 1 to 40 characters. N/A Optional Optional ForcedAuthoizationCode (Users With Mailbox Only) Determines whether the user is included in the phone directory for outside callers: • 0-Not included in the directory • 1-Included in the directory N/A Optional Optional ListInDirectory (Users With Mailbox Only) Determines whether Unity Connection uses the value in the EmailAddress column (Corporate Email Address field in Cisco Unity Connection Administration) to automatically create a new SMTP proxy address, so that IMAP messages to or from this email address can be properly identified by Unity Connection as belonging to this user. If you uncheck it, no such SMTP proxy address is automatically created. • 0-SMTP proxy address is not automatically created. • 1-SMTP proxy address is automatically created using the Corporate Email Address field. N/A Optional Optional CreateSmtpProxyFromCorp (Users With Mailbox Only) The text name displayed on the system administration interface of the phone system used for Telephone Record and Playback (TRAP) sessions and to turn message waiting indicators on and off. Any combination of ASCII or unicode characters up to a maximum of 64 characters. N/A Optional Optional MediaSwitchDisplayName (Users With Mailbox Only) The user home phone number. Any combination of the digits 0-9, T, t, commas, hashes (#), and asterisks (*), up to a maximum of 38 characters. N/A Optional Optional PhoneNumber_HomePhone (Users With Mailbox Only) Whether the user home phone device is enabled: • 0-disabled • 1-enabled N/A Optional Optional Active_HomePhone (Users With Mailbox Only) System Administration Guide 298 Bulk Administration Tool Bulk Administration Tool

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The text name for the user home phone displayed on the Unity Connection interfaces. Any combination of ASCII or Unicode characters, up to a maximum of 64 characters. N/A Optional Optional DisplayName_HomePhone (Users With Mailbox Only) The user work phone number. Any combination of the digits 0-9, T, t, commas, hashes (#), and asterisks (), up to a maximum of 38 characters. N/A Optional Optional PhoneNumber_WorkPhone (Users With Mailbox Only) Whether the user work phone device is enabled: • 0-disabled • 1-enabled N/A Optional Optional Active_WorkPhone (Users With Mailbox Only) The text name for the user work phone displayed on the Unity Connection interfaces. Any combination of ASCII or unicode characters up to a maximum of 64 characters. N/A Optional Optional DisplayName_WorkPhone (Users With Mailbox Only) The user mobile phone number. Any combination of the digits 0-9, T, t, commas, hashes (#), and asterisks (), up to a maximum of 38 characters. N/A Optional Optional PhoneNumber_MobilePhone (Users With Mailbox Only) Whether the user mobile phone device is enabled: • 0-disabled • 1-enabled N/A Optional Optional Active_MobilePhone (Users With Mailbox Only) The text name for the user mobile phone displayed on the Unity Connection interfaces. Any combination of ASCII or unicode characters up to a maximum of 64 characters. N/A Optional Optional DisplayName_MobilePhone (Users With Mailbox Only) The user pager number. Any combination of the digits 0-9, T, t, commas, hashes (#), and asterisks (*), up to a maximum of 38 characters. N/A Optional Optional PhoneNumber_Pager (Users With Mailbox Only) Digits to send to the pager. This is referred to in Unity Connection Administration as "Extra Digits." For numeric pagers, the field holds numeric text to send to the pager; for text pagers, the field is blank. The maximum length is 32 digits. N/A Optional Optional AfterDialDigits_Pager (Users With Mailbox Only) System Administration Guide 299 Bulk Administration Tool Bulk Administration Tool

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Whether the user pager device is enabled: • 0-disabled • 1-enabled N/A Optional Optional Active_Pager (Users With Mailbox Only) The text name for the user pager displayed on the Unity Connection interfaces. Any combination of ASCII or unicode characters up to a maximum of 64 characters. N/A Optional Optional DisplayName_Pager (Users With Mailbox Only) This phone number is entered in the From field on the default SMTP device for the user. Any combination of ASCII only alphanumeric characters, hyphens, underscores, periods, at signs ("@"), commas and hashes (#), up to a maximum of 40 characters. N/A Optional Optional PhoneNumber_TextPager1 (Users With Mailbox Only) Message notifications for the user are sent to this SMTP address. The SMTP address cannot include non-ASCII characters. Note N/A Optional Optional SmtpAddress_TextPager1 (Users With Mailbox Only) Whether the user text pager device is enabled: • 0-disabled • 1-enabled N/A Optional Optional Active_TextPager1 (Users With Mailbox Only) The text name for the user text pager displayed on the Unity Connection interfaces. Any combination of ASCII or unicode characters up to a maximum of 64 characters. N/A Optional Optional DisplayName_TextPager1 (Users With Mailbox Only) The first alternate extension for the user. The value must be unique in the partition. Any combination of ASCII alphanumeric characters, from 1 to 40 characters long. N/A Optional Optional Extension_Alt1 (Users With Mailbox Only) The text name of the partition to which the first alternate extension belongs. N/A Optional Optional Extension_Alt1_Partition (Users With Mailbox Only) The second alternate extension for the user. The value must be unique in the partition. Any combination of ASCII alphanumeric characters, from 1 to 40 characters long. N/A Optional Optional Extension_Alt2 (Users With Mailbox Only) The text name of the partition to which the second alternate extension belongs. N/A Optional Optional Extension_Alt2_Partition (Users With Mailbox Only) System Administration Guide 300 Bulk Administration Tool Bulk Administration Tool

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The third alternate extension for the user. The value must be unique in the partition. Any combination of ASCII alphanumeric characters, from 1 to 40 characters long. N/A Optional Optional Extension_Alt3 (Users With Mailbox Only) The text name of the partition to which the third alternate extension belongs. N/A Optional Optional Extension_Alt3_Partition (Users With Mailbox Only) The fourth alternate extension for the user. The value must be unique in the partition. Any combination of ASCII alphanumeric characters, from 1 to 40 characters long. N/A Optional Optional Extension_Alt4 (Users With Mailbox Only) The text name of the partition to which the fourth alternate extension belongs. N/A Optional Optional Extension_Alt4_Partition (Users With Mailbox Only) The fifth alternate extension for the user. The value must be unique in the partition. Any combination of ASCII alphanumeric characters, from 1 to 40 characters long. N/A Optional Optional Extension_Alt5 (Users With Mailbox Only) The text name of the partition to which the fifth alternate extension belongs. N/A Optional Optional Extension_Alt5_Partition (Users With Mailbox Only) The sixth alternate extension for the user. The value must be unique in the partition. Any combination of ASCII alphanumeric characters, from 1 to 40 characters long. N/A Optional Optional Extension_Alt6 (Users With Mailbox Only) The text name of the partition to which the sixth alternate extension belongs. N/A Optional Optional Extension_Alt6_Partition (Users With Mailbox Only) The seventh alternate extension for the user. The value must be unique in the partition. Any combination of ASCII alphanumeric characters, from 1 to 40 characters long. N/A Optional Optional Extension_Alt7 (Users With Mailbox Only) The text name of the partition to which the seventh alternate extension belongs. N/A Optional Optional Extension_Alt7_Partition System Administration Guide 301 Bulk Administration Tool Bulk Administration Tool

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The eighth alternate extension for the user. The value must be unique in the partition. Any combination of ASCII alphanumeric characters, from 1 to 40 characters long. N/A Optional Optional Extension_Alt8 (Users With Mailbox Only) The text name of the partition to which the eighth alternate extension belongs. N/A Optional Optional Extension_Alt8_Partition (Users With Mailbox Only) The ninth alternate extension for the user. The value must be unique in the partition. Any combination of ASCII alphanumeric characters, from 1 to 40 characters long. N/A Optional Optional Extension_Alt9 (Users With Mailbox Only) The text name of the partition to which the ninth alternate extension belongs. N/A Optional Optional Extension_Alt9_Partition (Users With Mailbox Only) The Cisco Unified Communications Manager user ID that is associated with the user. Any combination of characters except for non-printing ASCII characters, up to a maximum of 128 characters. N/A Optional Optional CcmId (Users With Mailbox Only) The display name of the Exchange 2010 external service that corresponds with the Exchange 2010 server that contains the Exchange 2010 mailbox for this user. To add an Exchange 2010 external service for a user, include values for both the Exchange2010Service_ServiceDisplayName and Exchange2010Service_EmailAddress fields in the CSV input file. To remove the Exchange 2010 service for a user, set at least one of either the Exchange2010Service_ServiceDisplayName and Exchange2010Service_EmailAddress fields to %null% in the CSV input file N/A Optional Optional Exchange2010Service_Service DisplayName (Users With Mailbox Only) The primary email address that is associated with the Exchange mailbox that you want this user to be able to access. To add an Exchange 2010 external service for a user, include values for both the Exchange2010Service_ServiceDisplayName and Exchange2010Service_EmailAddress fields in the CSV input file N/A Optional Optional Exchange2010Service_Email Address (Users With Mailbox Only) System Administration Guide 302 Bulk Administration Tool Bulk Administration Tool

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The Windows domain alias for the user in Exchange 2010 (useful when the setting is different from the user alias). N/A Optional Optional Exchange2010Service_UserId (Users With Mailbox Only) The Windows domain password for the user. N/A Optional Optional Exchange2010Service_User Password (Users With Mailbox Only) Action to take for a voice message: • 0-Reject the message • 1-Accept the message • 2-Relay the message • 3-Accept the message and relay a copy N/A Optional Optional EmailAction (Users With Mailbox Only) Action to take for a voice message: • 0-Reject the message • 1-Accept the message • 2-Relay the message • 3-Accept the message and relay a copy N/A Optional Optional VoiceMailAction (Users With Mailbox Only) Action to take for a voice message: • 0-Reject the message • 1-Accept the message • 2-Relay the message • 3-Accept the message and relay a copy N/A Optional Optional FaxAction (Users With Mailbox Only) Action to take for a voice message: • 0-Reject the message • 1-Accept the message • 2-Relay the message • 3-Accept the message and relay a copy N/A Optional Optional DeliveryReceiptAction (Users With Mailbox Only) Specifies the address to relay incoming message when one or more of the actions (EmailAction, VoicemailAction, FaxAction, DeliveryReceiptAction) is set to 2 (Relay the message). RelayAddress is in the format of someone@somewhere or someone@somewhere.com. N/A Optional Optional RelayAddress (Users With Mailbox Only) The full SMTP proxy addresses for users. To create/update more than one address per user, separate them by commas and surround them all with double quotes. For example: "someone1@somewhere.com,someone2@somewhere.com" N/A Optional Optional SmtpProxyAddresses (Users With Mailbox Only) System Administration Guide 303 Bulk Administration Tool Bulk Administration Tool

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The value of the LDAP field that you mapped to the Unity Connection Alias field when you configured Cisco Unity Connection to integrate with an LDAP directory. See the Task List for Configuring LDAP, on page 148 section. This field is used when you create Unity Connection users by importing LDAP user data and when you integrate existing Unity Connection users with LDAP users. N/A Optional Optional LdapCcmUserID The phone number of the user. Note that the field is only for directory information purposes. Cisco Unity Connection does not use the phone number to route calls. N/A Optional Optional CorporatePhoneNumber (Users With Mailbox Only) A descriptive name for the notification device. This field is required if you want to create an HTML notification device. N/A Optional Optional DisplayName_HTML1 (Users With Mailbox Only) Enables the HTML notification device. N/A Optional Optional Active_HTML1 (Users With Mailbox Only) The phone number that the user use to play and record voice message. N/A Optional Optional callback_HTML1 (Users With Mailbox Only) Disallow the users to change the mobile number from Cisco PCA and Mini Web inbox for HTML notification. N/A Optional Optional disableMobPCA_HTML1 (Users With Mailbox Only) Disallow the users to change the notification template from PCA. N/A Optional Optional disableTemplatePCA_HTML1 (Users With Mailbox Only) The email address of the user text-compatible mobile phone, or another email account (such as a home email address) on which the user receives the HTML notification. Up to 128 characters can be entered in this field. SmtpAddress_HTML1 column is mandatory if Active_HTML1 column is set to 1. N/A Optional Optional SmtpAddress_HTML1 (Users With Mailbox Only) A default or a customized template name for HTML notification device. N/A Optional Optional templateName_HTML1 (Users With Mailbox Only) System Administration Guide 304 Bulk Administration Tool Bulk Administration Tool

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A descriptive name for the notification device. This field is required if you want to create an HTML Missed Call notification device. N/A Optional Optional DisplayName_HTML2 (Users With Mailbox Only) Enables the HTML Missed Call notification device. N/A Optional Optional Active_HTML2 (Users With Mailbox Only) The phone number that the user use to view the missed calls. N/A Optional Optional callback_HTML2 (Users With Mailbox Only) Disallow the users to change the mobile number from Cisco PCA and Mini Web inbox for HTML Missed Call notification. N/A Optional Optional disableMobPCA_HTML2 (Users With Mailbox Only) Disallow the users to change the notification template from PCA. This field is applicable for HTML Missed Call notification template. N/A Optional Optional disableTemplatePCA_HTML2 (Users With Mailbox Only) The email address of the user text-compatible mobile phone, or another email account (such as a home email address) on which the user receives the HTML Missed Call notification. Up to 128 characters can be entered in this field. SmtpAddress_HTML2 column is mandatory if Active_HTML2 column is set to 1. N/A Optional Optional SmtpAddress_HTML2 (Users With Mailbox Only) A default or a customized template name for HTML Missed Call notification device. N/A Optional Optional templateName_HTML2 (Users With Mailbox Only) A descriptive name for the notification device. This field is required if you want to create an HTML Scheduled Summary notification device. N/A Optional Optional DisplayName_HTML3 (Users With Mailbox Only) Enables the HTML Scheduled Summary notification device. N/A Optional Optional Active_HTML3 (Users With Mailbox Only) The phone number that the user use to play the voice messages received in Summary notification. N/A Optional Optional callback_HTML3 (Users With Mailbox Only) Disallow the users to change the mobile number from Cisco PCA and Mini Web inbox for HTML Scheduled Summary notification. N/A Optional Optional disableMobPCA_HTML3 (Users With Mailbox Only) System Administration Guide 305 Bulk Administration Tool Bulk Administration Tool

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Disallow the users to change the notification template from PCA. This field is applicable for HTML Scheduled Summary notification template. N/A Optional Optional disableTemplatePCA_HTML3 (Users With Mailbox Only) The email address of the user text-compatible mobile phone, or another email account (such as a home email address) on which the user receives the Summary notification of the voice messages. Up to 128 characters can be entered in this field. SmtpAddress_HTML3 column is mandatory if Active_HTML3 column is set to 1. N/A Optional Optional SmtpAddress_HTML3 (Users With Mailbox Only) A default or a customized template name for HTML Scheduled Summary notification device. N/A Optional Optional templateName_HTML3 (Users With Mailbox Only) A descriptive name for the notification device. This field is required if you want to create an HTML Scheduled Summary notification device. N/A Optional Optional DisplayName_HTML3 (Users With Mailbox Only) Enables the HTML Scheduled Summary notification device. N/A Optional Optional Active_HTML3 (Users With Mailbox Only) Required and Optional CSV Fields for Contacts Table 21: Required and Optional CSV Fields for Contacts Descriptions Deleting Updating Creating Column Heading The unique text name for the contact. Any combination of ASCII or unicode alphanumeric characters, periods, commas, spaces, and the special characters `, ~, !, @, #, $, %, ^, &, -, _, ', up to a maximum of 64 characters. Required Required Required Alias The number that callers dial to reach the contact. The value must be unique among users and contacts in the partition. Any combination of ASCII alphanumeric characters up to a maximum of 40 characters. N/A Optional Required Extension The unique text name for the contact template to apply to the contact during creation. N/A N/A Optional ContactTemplateAlias System Administration Guide 306 Bulk Administration Tool Required and Optional CSV Fields for Contacts

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An alternate version of the first name. Unity Connection considers alternate names when users and callers use voice recognition to place a call or address voice messages. To create/update more than one alternate first name per contact, separate them by semicolons (;). If an alternate name needs to contain a semicolon, precede the semicolon with another semicolon to indicate to Unity Connection that the name contains a semicolon. Use this field in conjunction with the AltLastNames field to add nicknames or maiden names for users. You can also use alternate names to add phonetic spellings of hard-to-pronounce names. Alternate first names and alternate last names are stored as a pair in the database. When submitting multiple alternate names, make sure that you have the same number of alternate first names and alternate last names. For example, if you have a contact named Elizabeth Brown, who is sometimes known as "Liz" and sometimes known by her maiden name of "Smith," you would enter the following AltFirstNames and AltLastNames to ensure that all four combinations are submitted to the database: • Elizabeth; Liz; Elizabeth; Liz • Brown; Brown; Smith; Smith N/A Optional Optional AltFirstNames System Administration Guide 307 Bulk Administration Tool Bulk Administration Tool

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An alternate version of the last name. Unity Connection considers alternate names when users and callers use voice recognition to place a call or address voice messages. To create/update more than one alternate last name per contact, separate them by semicolons (;). If an alternate name needs to contain a semicolon, precede the semicolon with another semicolon to indicate to Unity Connection that the name contains a semicolon. Use this field in conjunction with the AltFirstNames field to add nicknames or maiden names for users. You can also use alternate names to add phonetic spellings of hard-to-pronounce names. Alternate first names and alternate last names are stored as a pair in the database. When submitting multiple alternate names, make sure that you have the same number of alternate first names and alternate last names. For example, if you have a contact named Elizabeth Brown, who is sometimes known as "Liz" and sometimes known by her maiden name of "Smith," you would enter the following AltFirstNames and AltLastNames to ensure that all four combinations are submitted to the database: • Elizabeth; Liz; Elizabeth; Liz • Brown; Brown; Smith; Smith N/A Optional Optional AltLastNames An alternate spelling of the contact first name in an internationally recognizable format (ASCII characters). The value is used by the phone interface to search for users and to address messages. Any combination of ASCII alphanumeric characters up to maximum of 64 characters. N/A Optional Optional AltFirstName An alternate spelling of the contact last name in an internationally recognizable format (ASCII characters). The value is used by the phone interface to search for users and to address messages. Any combination of ASCII alphanumeric characters up to maximum of 64 characters. N/A Optional Optional AltLastName System Administration Guide 308 Bulk Administration Tool Bulk Administration Tool

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The contact name that appears on the administration and user interfaces. If no value is provided, the value is set to the Alias. Any combination of ASCII or unicode characters up to a maximum of 64 characters. N/A Optional Optional DisplayName The contact first name. Any combination of ANSI or unicode alphanumeric characters, periods, commas, spaces, and the special characters , ~, !, @, #, $, %, ^, &, -, _, ', up to a maximum of 64 characters. N/A Optional Optional FirstName The contact last name. Any combination of ANSI or unicode alphanumeric characters, periods, commas, spaces, and the special characters , ~, !, @, #, $, %, ^, &, -, _, ', up to a maximum of 64 characters. N/A Optional Optional LastName Determines whether the contact is included in the phone directory for outside callers: • 0-Not included in the directory • 1-Included in the directory N/A Optional Optional ListInDirectory For VPIM contacts, enter the mailbox number of the VPIM contact on the remote voice messaging system. The maximum length is 256 characters. N/A Optional Optional RemoteMailAddress Determines whether Unity Connection transfers calls from the automated attendant or a directory handler to the phone number that is specified in the TransferExtension field. • 0-Do not transfer calls. Unity Connection takes a message and sends it to the remote mailbox for the VPIM contact instead. • 1-Transfer incoming calls to TransferExtension. N/A Optional Optional TransferEnabled System Administration Guide 309 Bulk Administration Tool Bulk Administration Tool

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The extension or phone number to which Unity Connection transfers calls when TransferEnabled is set to 1. When entering a phone number, include any additional numbers necessary to dial outside calls (for example, 9) and for long-distance dialing (for example, 1). Any combination of numeric digits, commas, and the special characters # and *, up to a maximum of 40 characters. N/A Optional Optional TransferExtension Determines the number of times the extension of the contact rings before Unity Connection considers the call unanswered ("ring-no-answer") and plays the applicable greeting. An integer value from 2 through 100. N/A Optional Optional TransferRings Determines the way in which Unity Connection transfers calls from the automated attendant or a directory handler to the contact phone for the standard (default) transfer rule: • 0-supervised • 1-unsupervised (also called a "Release to Switch" transfer) N/A Optional Optional TransferType For VPIM contacts, the VPIM delivery location on which the contact mailbox resides. Use the display name of the VPIM location as it is listed in Cisco Unity Connection Administration. Any combination of ASCII or Unicode characters (except nonprinting ASCII characters), up to maximum of 64 characters. N/A Optional Optional DeliveryLocation DisplayName The display name of the partition to which the contact belongs. N/A Optional Optional PartitionDisplayName The full SMTP proxy addresses for contacts. To create/update more than one address per user, separate them by commas and surround them all with double quotes. For example: "someone1@somewhere.com,someone2@somewhere.com" N/A Optional Optional SmtpProxyAddresses System Administration Guide 310 Bulk Administration Tool Bulk Administration Tool

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A phone number that voice recognition users can use to call the contact. Include any additional numbers necessary to dial outside calls (for example, 9) and for long-distance dialing (for example, 1). Any combination of numeric digits, commas, and the special characters # and *, from 1 to 255 characters long. N/A Optional Optional DialableWorkPhone A phone number that voice recognition users can use to call the contact. Include any additional numbers necessary to dial outside calls (for example, 9) and for long-distance dialing (for example, 1). Any combination of numeric digits, commas, and the special characters #, and *, from 1 to 255 characters long. N/A Optional Optional DialableHomePhone A phone number that voice recognition users can use to call the contact. Include any additional numbers necessary to dial outside calls (for example, 9) and for long-distance dialing (for example, 1). Any combination of numeric digits, commas, and the special characters #, and *, from 1 to 255 characters long. N/A Optional Optional DialableMobilePhone The name of a locality including a city, county or other geographic region where the contact is located, or with which the contact is associated. Callers who reach a voice-enabled directory handler can narrow down their search for a contact by saying the name and city of the contact if this field is defined for the contact. (ListInDirectory must also be set to 1 for the contact to be reachable via directory handlers.) Any combination of ASCII or Unicode characters, up to a maximum of 64 characters. N/A Optional Optional City System Administration Guide 311 Bulk Administration Tool Bulk Administration Tool

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The name or number for the department or subdivision of an organization to which the contact belongs. Callers who reach a voice-enabled directory handler can narrow down their search for a contact by saying the name and department of the contact if this field is defined for the contact. (ListInDirectory must also be set to 1 for the contact to be reachable via directory handlers.) Any combination of ASCII or Unicode characters, up to a maximum of 64 characters. N/A Optional Optional Department Required and Optional CSV Fields for Distribution Lists Table 22: Required and Optional CSV Fields for Distribution Lists Descriptions Deleting Updating Creating Column Heading The unique text name for the distribution list. Any combination of ASCII or unicode alphanumeric characters, periods, commas, spaces, and the special characters `, ~, !, @, #, $, %, ^, &, -, _, ', up to a maximum of 64 characters. Required Required Required Alias The name of the distribution list. N/A Optional Required Display Name An alternate version of the name. Unity Connection considers alternate names when users or contacts use voice recognition to place a call or address voice messages. To create/update more than one alternate name distribution list, separate them by semicolons (;). If an alternate name needs to contain a semicolon, precede the semicolon with another semicolon to indicate to Unity Connection that the name contains a semicolon. N/A Optional Optional AltNames The number that callers dial to reach the distribution list. Any combination of ASCII alphanumeric characters, up to a maximum of 40 characters. N/A Optional Optional Extension Allows contacts to be added as members of the distribution list. N/A Optional Optional AllowContacts Allows users on remote voice messaging systems that are configured as VPIM locations to send messages to this distribution list. N/A Optional Optional AllowForeignMessage System Administration Guide 312 Bulk Administration Tool Required and Optional CSV Fields for Distribution Lists

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The name of the partition to which the distribution list belongs. N/A Optional Optional PartitionName Required and Optional CSV Fields for Distribution List Members Table 23: Required and Optional CSV Fields for Distribution List Members Descriptions Deleting Creating Column Heading The unique text name of the distribution list to which the member belongs. Required Required DLAlias The unique text name of the member (a user, contact, user template, or another distribution list). Required Required MemberAlias The display name of the location where the member is homed. By default, this is the display name of the local system. Optional Optional LocationNames Required and Optional CSV Fields for Unified Messaging Accounts Table 24: Required and Optional CSV Fields for Unified Messaging Accounts Descriptions Deleting Updating Creating Column Heading The alias of the Unity Connection user for which you want to add a unified messaging account. Note the following: • When creating unified messaging accounts, this column is required. • When updating and deleting unified messaging accounts, you should use OptionalServiceAccountID to identify the unified messaging accounts that you want to update or delete. You can also use subscriberAlias and serviceDisplayName. Optional. See Description Optional. See Description Required subscriberAlias System Administration Guide 313 Bulk Administration Tool Required and Optional CSV Fields for Distribution List Members

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The descriptive name for the unified messaging service that you want to associate with this unified messaging account. Note the following: • When creating unified messaging accounts, this column is required. • When updating and deleting unified messaging accounts, you should use OptionalServiceAccountID to identify the unified messaging accounts that you want to update or delete. You can also use subscriberAlias and serviceDisplayName. Optional. See Description Optional. See Description Required serviceDisplayName A unique identifier that distinguishes multiple unified messaging accounts for the same user. Note the following: • When creating unified messaging accounts, leave this column blank. • When updating and deleting unified messaging accounts, you should use OptionalServiceAccountID to identify the unified messaging accounts that you want to update or delete. You can also use subscriberAlias and serviceDisplayName. Recommended. See Description Recommended. See Description Omit OptionalServiceAccountID Exchange only: If you set the emailAddressUseCorp to: • 0-Enter the Exchange email address that you want Unity Connection to access for unified messaging features for this user. • 1-Leave this field blank. If you enter a value, Unity Connection ignores it. Optional Optional Optional UMEmailAddress Exchange only: Determines which Exchange email address to access for unified messaging features: • 0-Do not use the EmailAddress column in Table 1 , which corresponds with the Corporate Email Address field on the New and Edit User Basics pages. Instead, use the UMEmailAddress column in this table, which is associated with the Use This Email Address option on the New or Edit Unified Messaging Account pages. • 1-Use the EmailAddress column in Table 1 , which corresponds with the Corporate Email Address field on the New and Edit User Basics pages. Optional Optional Optional emailAddressUseCorp System Administration Guide 314 Bulk Administration Tool Bulk Administration Tool

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Exchange only: Determines whether calendar and contact functionality is enabled for this user: • 0-Not enabled • 1-Enabled Optional Optional Optional enableCalendar Cisco Unified MeetingPlace only: Determines whether the MeetingPlace Scheduling and Joining feature is enabled for this user. • 0-Not enabled • 1-Enabled If the feature is not enabled in the unified messaging service specified by serviceDisplayName, the value that you specify here, if any, is ignored. Optional Optional Optional enableMeeting Exchange only: Determines whether the Synchronize Connection and Exchange Mailboxes (single inbox) feature is enabled for this user. • 0-Not enabled • 1-Enabled If the feature is not enabled in the unified messaging service specified by serviceDisplayName, the value that you specify here, if any, is ignored. Optional Optional Optional enableMbxSynch Cisco Unified MeetingPlace only: Determines whether MeetingPlace meetings sre set up through the server listed in the unified messaging service specified by serviceDisplayName. • 0-MeetingPlace meetings are set up through a different server. • 1-MeetingPlace meetings are set up through the server listed in the service specified by serviceDisplayName. Optional Optional Optional isPrimaryMeetingService System Administration Guide 315 Bulk Administration Tool Bulk Administration Tool

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Required when creating unified messaging accounts for MeetingPlace. Required when creating unified messaging accounts for Exchange when all of the following are true: • You are creating users. • You want the user to be able to access Exchange email using text to speech. If you specify a loginType of: • 0-Unity Connection uses the alias to sign in to MeetingPlace. • 1-Unity Connection signs in using the MeetingPlace server guest account. • 2-Unity Connection uses the value specified in the userID column to sign in to MeetingPlace for this user. The value of the userID column corresponds with the User ID field on the New and Edit Unified Messaging Accounts pages. Optional Optional See Description loginType Required when creating unified messaging accounts for MeetingPlace. Required when creating unified messaging accounts for Exchange when all of the following are true: • You are creating users. • You want the user to be able to access Exchange email using text to speech. • You specify a loginType of 2. Optional Optional See Description userId System Administration Guide 316 Bulk Administration Tool Bulk Administration Tool

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A P P E N D I X C Tenant Partitioning • Understanding Tenant, on page 317 • Tenant Provisioning using APIs, on page 317 • Working with Tenant Partitioning, on page 318 • Modifying the Objects after Tenant Creation, on page 319 Understanding Tenant Each tenant has its own set of partition, schedule set, schedule, schedule detail, search space, search space member, phone system, class of service, user template, distribution list, distribution list membership, user operator, call handler template, directory handler, interview handler, call handlers (Operator, Opening Greeting, Goodbye), and routing rules. The configuration objects are shared across multiple tenants such as, all the system settings like mailbox store, custom keypad, restriction tables etc. are shared across the multiple tenants. Tenant partitioning also introduces the concept of using the corporate email addresses as their alias, which enables alias uniqueness across tenants. To achieve this, the aliases assigned to the users (in multi-tenancy environment) must be in the form of alias@smtpdomain, which would be the corporate email address of the tenant's user. To login into the Unity Connection Web interfaces like Cisco PCA, Web Inbox, VMREST API, users have to use this alias format. Two different tenants configured on the same Unity Connection can never have the same alias for the users as the smtp domain always differ. There are no changes done for touchtone conversation and voice-recognition users. Note Tenant Provisioning using APIs Cisco Unity Connection Provisioning Interface (CUPI) provides set of APIs for Unity Connection that can be used for tenant provisioning. To support the Tenant Partitioning feature using APIs in Unity Connection, few new APIs have been developed and few existing APIs have been modified. • For more information about provisioning APIs, see the documentation wiki: http://docwiki.cisco.com/ wiki/Cisco_Unity_Connection_Provisioning_Interface_%28CUPI%29_API System Administration Guide 317

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Working with Tenant Partitioning Steps to List the Basic Configuration Settings to Provision a Tenant Step 1 Create Tenant: A new API has been introduced for tenant provisioning. All its associated objects are created by executing a single API request. If the operation fails at any point in time, the entire process is rolled back. To create a tenant, an HTTP POST request should be sent to the URI: https://<connection-server>/vmrest/tenants For the optional parameters, if no value is specified then system default values be used. Step 2 Create Port Group: To create a port group, an HTTP POST request should be sent to the URI: https://<connection-server>/vmrest/portgroups Tenant partitioning supports SIP integration only. Step 3 Create Ports: To create a port, an HTTP POST request should be sent to the URI: https://<connection-server>/vmrest/ports Step 4 Integrate with Call Manager: To integrate with Call Manager, do the following: • Create SIP Security Profile • Create SIP Profile • Create Trunk to Publisher and Subscriber • Create Route Group • Create Route List • Create Route Pattern • Create Voicemail Pilot and Voicemail Profile Step 5 Create User for the Tenant: To create a user, an HTTP POST request should be sent to the URI: https://<connection-server>/vmrest/users?templateAlias=<TenantUserTemplate> User template specified in the URI should belong to the tenant for which you are creating the user. Step 6 Record Greetings: To record the greetings, do the following: • Create a temporary place-holder WAV file on Unity Connection via POST operation on the URI: https://<connection-server>/vmrest/voicefiles • Use the temporary file name created before to upload the new audio. The HTTP content type is "audio/wav" and the payload content is the audio data. PUT https://<connection-server>/vmrest/voicefiles/<TemporaryFileName> • Assign temporary audio WAV file to the target resource. Perform a POST operation on the following URI: https://<connection-server>/vmrest/handlers/callhandlers/<TenantCallHandlerObjectId>/greetings/Standard/greetingstreamfiles/1033 Step 7 Call Pilot Number: Dial the pilot number. You hear the recorded opening greeting. For more information about provisioning APIs, see the documentation wiki: http://docwiki.cisco.com/wiki/Cisco_Unity_ Connection_Provisioning_Interface_%28CUPI%29_API. System Administration Guide 318 Tenant Partitioning Working with Tenant Partitioning

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Phone System Integration For multiple phone systems integration with Unity Connection, see the Multiple Phone System Integration Guide for Cisco Unity Connection Release 15 available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/ integration/guide/multiple_integration/b_cuc15intmultiple.html. Modifying the Objects after Tenant Creation The administrator can modify the objects associated with a tenant after its creation. Steps to Add a New Routing Rule for a Tenant Before you begin Step 1 Create a new routing rule, by sending the below POST request: POST https://<connection-server>/vmrest/routingrules Set the search space for the routing rule as per the tenant's search space for which this routing rule is getting created. Step 2 Create a new routing rule condition, by sending the below POST request: POST https://<connection-server>/vmrest/routingrules/<routingrulesobjectId>/routingruleconditions Add the tenant's phone system as the routing rule condition. System Administration Guide 319 Tenant Partitioning Modifying the Objects after Tenant Creation

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System Administration Guide 320 Tenant Partitioning Modifying the Objects after Tenant Creation