A subscriber is the person who owns the voice mailbox. A subscriber can access the voice mailbox, listen to the messages in it, and take action on these messages using the Telephony User Interface (TUI). Cisco UE is not a unified messaging system and, therefore, does not allow access to voice messages by any means other than the TUI.
The following voice mail features are available to a subscriber:
The following sections describe each of these functions in detail.
Mailbox Login and PIN
PINs are mandatory; subscribers must enter a valid PIN to log into their mailboxes. The administrator assigns the PIN when the mailbox is created and tells the subscriber what it is. The system default may be a blank PIN.
When a subscriber logs into the TUI for the first time, she is prompted (forced) to change her system-assigned default PIN to a private PIN. Only the subscriber knows this private PIN (the administrator cannot see or access this value) and can change it through either the TUI or GUI.
If a subscriber forgets her PIN, she must contact her administrator to have it reset. Administrator control over PINs is discussed further in the section "Setting Subscriber PINs and Passwords."
If the caller ID on an incoming call to the voice mail system matches a subscriber's extension, the subscriber is prompted only to enter his or her PIN for login. This caller ID may be his or her local extension (for example, 3001) or a PSTN number (for example, a home phone number). Only a single extension can be associated with a mailbox, but an alternate fieldthe Primary E.164 Number field, as shown in Figure 10-5can contain a PSTN number or an alternate extension that is also matched to this mailbox.
Figure 10-5. Primary E.164 Field Associated with a Mailbox
You can use the Primary E.164 Number field to enter a PSTN phone number to enable the subscriber mailbox login from home (you're prompted for the PIN only, not the extension number and PIN). However, this is unlikely to be the most effective use of this field. Usually, as shown in Figure 10-5, this field is set to the subscriber's direct inward dial (DID) number (444.555.3001 for a subscriber at extension 3001) so that both local and PSTN callers can leave the subscriber a message. If you use this field to direct DID calls (which is likely), a subscriber calling from home to retrieve his messages must log in with both his extension and PIN to access his mailbox, instead of being prompted for only his PIN. On the other hand, if you don't need to direct DID numbers to mailboxes, you can use this field for a PSTN number for mailbox login purposes.
Note that the extension used to transfer from an AA or for MWI is always the Primary Extension field, not the Primary E.164 Number field.
If the caller ID on an incoming call to the voice mail system does not match any subscriber's extension, the voice mail system plays the "Please enter your ID" prompt, which is followed by a prompt for the PIN.
If a subscriber (for example, User1) calls into voice mail from a neighbor's phone (User2, who is also a subscriber on the system), the system matches the caller ID to User2's mailbox and prompts User1 only for the PIN. User1 must press the star (*) button to exit this prompt, and the system reverts to the "Please enter your ID" prompt to allow User1 to log in from any phone on the system.
A mailbox tutorial is automatically enabled for any new mailbox created on the system, unless you specifically choose to bypass this feature. The tutorial walks subscribers through basic setup options the first time they log into the voice mailbox, including the following:
You can also reenable the tutorial for an existing voice mailbox. As soon as the subscriber has logged in and worked through the tutorial, it automatically turns off.
When a new mailbox is set up, the mailbox tutorial can be accessed only if the subscriber logs in from the primary extension associated with the mailbox. If first-time logins from other locations must be available to subscribers, set the PIN to a nonblank value, and ensure that the subscriber knows this initial PIN setting before attempting to log in for the first time.
A caller hears the personal greeting, or standard greeting, upon reaching the voice mailbox. A subscriber can record her own personal greeting. If she does not, the Cisco UE standard system greeting is played out to a caller. After it is recorded, the greeting cannot be deleted, but it can be rerecorded at any time.
The alternate personal greeting is useful when the subscriber wants to set a special notification to callers, such as a vacation notification. The original personal (standard) greeting is still stored but is inactive. The subscriber can switch between the standard personal greeting and alternate personal greeting without erasing either of the recordings. Both the TUI and GUI have a toggle where the subscriber can activate either the standard or alternate personal greeting for the mailbox. The current setting for User1's mailbox is shown in Example 10-1.
Example 10-1. Mailbox Parameters
cue#show voicemail detail mailbox User1 Description: User1 mailbox ... New Message Count: 6 Saved Message Count: 0 Expiration (days): 30 Greeting: standard
Either of the two greetings can also be rerecorded at any time.
When a subscriber logs into the TUI for the first time, he is allowed to record a spoken name to identify himself as the mailbox's owner. The subscriber can change the spoken-name recording at any time but cannot delete it. The system plays the spoken name as verification when another subscriber sends a message, or in the AA if the caller chooses the subscriber's extension. If a spoken name is not recorded for a mailbox, the system plays a default announcement including the extension number.
A subscriber can log into his or her mailbox and manage messages as follows:
When a subscriber sends a message, he or she can address it either by extension or by dial-by-name. If the recipient is local, spoken-name confirmation is played during the addressing step. If spoken name is unavailable because the recipient has not recorded it, the system reads the recipient's extension. If the recipient is remote, spoken-name confirmation is played if available in the system local directory or cache (both of which can be disabled if this functionality is not desired). Otherwise, the location and extension are read.
If a subscriber deletes a message during a voice mail login session, the message is marked for deletion. An option under the Listen to Saved Messages TUI menu allows a subscriber to undelete any message deleted during the current session before logging out. When a subscriber logs out of the mailbox, all messages marked for deletion are physically deleted from the system and can no longer be recovered. The undelete feature requires a minimum of Cisco UE release 2.1.
Message Playback Controls
When listening to messages, a subscriber can fast-forward (advance), pause, or rewind a message. Cisco UE currently does not support speed acceleration or deceleration controls. The rewind and fast-forward actions skip by 3-second increments within the message.
Message pause halts playout of the current message. The subscriber is prompted every 50 seconds to restart the message playout, up to a maximum of 2.5 minutes, at which point the call is disconnected. In pause mode, the subscriber can take the following actions:
At any time during message playout, a subscriber can press 7 (rewind) to repeat the last 3 seconds of the voice message. This is useful if the caller left his or her phone number and the subscriber wants to repeat this segment.
Message Waiting Indicator
When a new message is left in a personal mailbox, the message waiting indicator (MWI) is turned on for the subscriber's phone. When the last new message is either saved or deleted, MWI is turned off. All the phones with an appearance of a subscriber's extension receive MWI.
If a manager and his or her assistant both have an appearance of the manager's extension on their phones, MWI comes on for both phones when a new message is left in the mailbox.
The MWI may take the form of a light or a flashing envelope in the phone display, depending on the extension's particular line appearance.
If the subscriber's mailbox is full, he or she is notified of this situation upon login to his or her mailbox. The Cisco UE system calculates the percentage of space used in a mailbox every time the subscriber accesses it. If the use level exceeds 90% of the allocated space in the mailbox, the following system prompts are given:
If a subscriber attempts to send or forward a message to a recipient whose mailbox is full, the sender hears "Sorry. Your message xxx cannot be delivered to extension yyy. To send another message...." (The Cisco UE system plays your current voice message where xxx appears and reads the recipient's extension where yyy appears.) The sending subscriber can rerecord a shorter message because the mailbox may have a little bit of space left, but not enough for the longer message he or she first attempted to send.
If a subscriber sends a message to several other subscribers, all recipients receive the message if at least one recipient's mailbox has sufficient space to contain the message.
The mailbox's MWI is not used to alert a subscriber to a message-full situation.
An administrator cannot delete messages from a subscriber's mailbox (unless he has the PIN from the subscriber and can log into the mailbox himself). But the administrator can see from the system statistics that the mailbox is full and can tell the subscriber by other means (perhaps an e-mail) to delete some messages. Or the administrator can delete the entire mailbox from the system, thus deleting all messages in the mailbox.
Message Reply and Forward
A subscriber can reply to or forward messages to other local subscribers in the Cisco UE system or another site. When replying or forwarding messages to local recipients, the subscriber can hear spoken-name confirmation of the receiving mailbox if that account has a spoken name recorded.
A subscriber can also forward a message with an introduction to other subscribers.
Private or Urgent Messages
When forwarding a message to another subscriber or sending a voice message, a subscriber can designate the message as urgent or private.
The recipient of a private message cannot forward the message to other subscribers. An urgent message is played at a higher priority than normal messages in the recipient's mailbox.
Message Playout Sequence
Messages in a subscriber's mailbox are played in the following sequence of priority. If a message of a higher priority does not exist, the next priority is the first to be played:
Subscribers can interrupt playback of all messages except broadcast messages by pressing the pound key (#) on the phone keypad.
Messages received by a subscriber contain an envelope with information, such as the time of day and the sender's name or extension. Envelope information is played to the subscriber when retrieving the message.
Upon hearing a subscriber's greeting, a caller may choose not to leave a voice mail, but instead to press 0 to contact the subscriber at an alternate, preconfigured number. The subscriber can configure this zero-out destination number (perhaps a cell phone number, a home phone number, or an alternate extension in a lab in the building) where he or she can be reached.
Subscribers can send or forward voice messages to other subscribers who are on the same Cisco UE system (a local destination) or on another Cisco UE or Cisco Unity system at other sites in the network (a remote, or network, destination).
A send or forward operation to a local subscriber fails during the addressing step while the message is sent because the local system can do immediate error checking on the state of the recipient's mailbox. Sending or forwarding a message to a remote destination, however, does not fail immediately, because the checking does not happen until the message arrives at the destination system. In this case, the subscriber sends or forwards the message blindly and later receives a notification if an error should be detected by the receiving system.
Local Nondelivery Notification
If an internal caller sends or forwards a message to another local subscriber that is longer than the remaining space in the recipient's mailbox, the sender hears a system message announcing that the voice message cannot be delivered because the recipient's mailbox is full. The sender can choose to rerecord a shorter message.
A similar system message is played if the subscriber attempts to send or forward a message to a local recipient mailbox that does not exist.
Network Nondelivery Notification
The Network Nondelivery Notification feature is also called Nondelivery Receipt (NDR). If a voice message is sent or forwarded to a subscriber at another site, the originating subscriber gets an NDR if the message cannot be delivered.
The voice message may be undeliverable for various reasons:
The NDR feature is discussed further in the section "Voice Mail Networking."
Distribution lists allow subscribers to build lists of other subscribers, so they can send or forward a single voice message to multiple coworkers at the same time. This is particularly useful if you want to address the same group of coworkers repeatedly, such as the other employees in your group or everyone involved in a particular project.
Cisco UE defines two types of distribution lists:
Subscribers create their own private distribution lists. The administrator cannot create them on behalf of the subscriber. Private distribution lists are inaccessible to other subscribers.
In addition to the TUI, subscribers can access their user and mailbox account parameters through the GUI and can review and change account information. The optional GUI access gives the subscriber flexibility and keeps the voice mail system administrator from having to make personal changes. Figure 10-6 shows an example of the GUI subscriber screen (which is different from the view an administrator sees). The subscriber can change only certain user profile and mailbox parameters, which appear as white boxes as opposed to being grayed out.
Figure 10-6. Subscriber GUI Screen
Part I: Cisco IP Communications Express Overview
Introducing Cisco IPC Express
Building a Cisco IPC Express Network
Cisco IPC Express Architecture Overview
Part II: Feature Operation and Applications
Cisco IP Phone Options
Cisco CME Call Processing Features
Cisco CME PSTN Connectivity Options
Connecting Multiple Cisco CMEs with VoIP
Integrating Cisco CME with Cisco CallManager
Cisco IPC Express Automated Attendant Options
Cisco IPC Express Integrated Voice Mail
Cisco CME External Voice Mail Options
Additional External Applications with Cisco CME
Part III: Administration and Management
Cisco IPC Express General Administration and Initial System Setup
Configuring and Managing Cisco IPC Express Systems
Cisco IPC Express System Configuration Example
Part IV: Maintenance and Troubleshooting
Troubleshooting Basic Cisco IPC Express Features
Troubleshooting Advanced Cisco CME Features
Troubleshooting Cisco CME Network Integration
Troubleshooting Cisco UE System Features
Troubleshooting Cisco UE Automated Attendant
Troubleshooting Cisco UE Integrated Voice Mail Features
Part V: Appendixes
Appendix A. Cisco IPC Express Features, Releases, and Ordering Information
Appendix B. Sample Cisco UE AA Scripts
Appendix C. Cisco Unity Express Database Schema