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System Administration Guide for Cisco Unity Connection Release 7.X Revised May 2009

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System Administration Guide for Cisco Unity Connection Release 7.X Revised May 2009 System Administration Guide for Cisco Unity Connection Release 7.x Revised May 2009 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 Text Part Number: OL-17017-01 THE SPECIFICATIONS AND INFORMATION REGARDING THE PRODUCTS IN THIS MANUAL ARE SUBJECT TO CHANGE WITHOUT NOTICE. ALL STATEMENTS, INFORMATION, AND RECOMMENDATIONS IN THIS MANUAL ARE BELIEVED TO BE ACCURATE BUT ARE PRESENTED WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. USERS MUST TAKE FULL RESPONSIBILITY FOR THEIR APPLICATION OF ANY PRODUCTS. THE SOFTWARE LICENSE AND LIMITED WARRANTY FOR THE ACCOMPANYING PRODUCT ARE SET FORTH IN THE INFORMATION PACKET THAT SHIPPED WITH THE PRODUCT AND ARE INCORPORATED HEREIN BY THIS REFERENCE. IF YOU ARE UNABLE TO LOCATE THE SOFTWARE LICENSE OR LIMITED WARRANTY, CONTACT YOUR CISCO REPRESENTATIVE FOR A COPY. The Cisco implementation of TCP header compression is an adaptation of a program developed by the University of California, Berkeley (UCB) as part of UCB’s public domain version of the UNIX operating system. All rights reserved. Copyright © 1981, Regents of the University of California. NOTWITHSTANDING ANY OTHER WARRANTY HEREIN, ALL DOCUMENT FILES AND SOFTWARE OF THESE SUPPLIERS ARE PROVIDED “AS IS” WITH ALL FAULTS. CISCO AND THE ABOVE-NAMED SUPPLIERS DISCLAIM ALL WARRANTIES, EXPRESSED OR IMPLIED, INCLUDING, WITHOUT LIMITATION, THOSE OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE AND NONINFRINGEMENT OR ARISING FROM A COURSE OF DEALING, USAGE, OR TRADE PRACTICE. IN NO EVENT SHALL CISCO OR ITS SUPPLIERS BE LIABLE FOR ANY INDIRECT, SPECIAL, CONSEQUENTIAL, OR INCIDENTAL DAMAGES, INCLUDING, WITHOUT LIMITATION, LOST PROFITS OR LOSS OR DAMAGE TO DATA ARISING OUT OF THE USE OR INABILITY TO USE THIS MANUAL, EVEN IF CISCO OR ITS SUPPLIERS HAVE BEEN ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. CCDE, CCSI, CCENT, Cisco Eos, Cisco HealthPresence, the Cisco logo, Cisco Lumin, Cisco Nexus, Cisco Nurse Connect, Cisco Stackpower, Cisco StadiumVision, Cisco TelePresence, Cisco WebEx, DCE, and Welcome to the Human Network are trademarks; Changing the Way We Work, Live, Play, and Learn and Cisco Store are service marks; and Access Registrar, Aironet, AsyncOS, Bringing the Meeting To You, Catalyst, CCDA, CCDP, CCIE, CCIP, CCNA, CCNP, CCSP, CCVP, Cisco, the Cisco Certified Internetwork Expert logo, Cisco IOS, Cisco Press, Cisco Systems, Cisco Systems Capital, the Cisco Systems logo, Cisco Unity, Collaboration Without Limitation, EtherFast, EtherSwitch, Event Center, Fast Step, Follow Me Browsing, FormShare, GigaDrive, HomeLink, Internet Quotient, IOS, iPhone, iQuick Study, IronPort, the IronPort logo, LightStream, Linksys, MediaTone, MeetingPlace, MeetingPlace Chime Sound, MGX, Networkers, Networking Academy, Network Registrar, PCNow, PIX, PowerPanels, ProConnect, ScriptShare, SenderBase, SMARTnet, Spectrum Expert, StackWise, The Fastest Way to Increase Your Internet Quotient, TransPath, WebEx, and the WebEx logo are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the United States and certain other countries. All other trademarks mentioned in this document or website are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any other company. (0903R) Any Internet Protocol (IP) addresses used in this document are not intended to be actual addresses. Any examples, command display output, and figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses in illustrative content is unintentional and coincidental. System Administration Guide for Cisco Unity Connection Release 7.x © 2008 – 2009 Cisco Systems, Inc. All rights reserved. CONTENTS Preface xix Audience and Use xix Documentation Conventions xix Cisco Unity Connection Documentation xx Obtaining Documentation and Submitting a Service Request xx Cisco Product Security Overview xx CHAPTER 1 Configuring the Browser on an Administrator Workstation 1-1 Firefox 1-1 Microsoft Internet Explorer 1-2 CHAPTER 2 Accessing and Using Cisco Unity Connection Administration 2-1 Accessing and Exiting Cisco Unity Connection Administration 2-1 Cisco Unity Connection Administration User Interface 2-2 Using Cisco Unity Connection Administration Help 2-2 Finding Records in Cisco Unity Connection Administration 2-3 CHAPTER 3 Administrative Tools 3-1 Application Plug-ins 3-1 Cisco Object Backup and Restore Application Suite (COBRAS) 3-2 Cisco Unity Connection Administration 3-2 Cisco Unity Connection Bulk Administration Tool 3-2 Cisco Unity Connection Bulk Edit Utility 3-3 Cisco Unity Connection Custom Keypad Mapping Tool 3-4 Cisco Unity Connection Grammar Statistics Tool 3-4 Cisco Unity Connection Import and Synch Users Tools 3-4 Cisco Unity Connection Migrate Messages Utility 3-5 Cisco Unity Connection Migrate Users Utility 3-6 Cisco Unity Connection Serviceability 3-6 Cisco Unity Connection Task Management Tool 3-7 Disaster Recovery System 3-7 Cisco Voice Technology Group Subscription Tool 3-7 System Administration Guide for Cisco Unity Connection Release 7.x OL-17017-01 iii Contents Real-Time Monitoring Tool 3-7 Cisco Unified Serviceability 3-8 Remote Database Administration Tools 3-8 Enabling Database Access for Remote Administration Tools 3-9 Cisco Utilities Database Link for Informix (CUDLI) 3-10 Connection User Data Dump (CUDD) 3-10 Wallet Card Wizard 3-10 CHAPTER 4 Call Management Overview 4-1 Overview of Call Management Concepts 4-1 Call Handlers 4-2 Directory Handlers 4-2 Interview Handlers 4-3 Call Routing Tables 4-3 How Call Routing Rules Work 4-4 Using Routing Rules with the Route from Next Call Routing Rule Action 4-5 Restriction Tables 4-6 How Restriction Tables Work 4-6 Schedules and Holidays 4-8 Default Cisco Unity Connection Automated Attendant Behavior 4-9 CHAPTER 5 Creating a Call Management Plan 5-1 Creating a Call Management Map 5-1 Implementing a Call Management Plan 5-2 CHAPTER 6 Managing Call Handlers 6-1 Overview: Default Call Handlers 6-1 Creating, Modifying, and Deleting Call Handler Templates 6-2 Creating Call Handlers 6-4 Modifying Call Handlers 6-4 Overview of Call Handler Greetings 6-6 Managing Call Handler Greetings 6-7 Managing Caller Input During Greetings 6-8 Offering One-Key Dialing During Call Handler Greetings 6-8 Offering System Transfers 6-9 Abbreviated Extensions: Prepending Digits to Extensions That Callers Enter 6-10 Changing Phone Language Settings 6-11 System Administration Guide for Cisco Unity Connection Release 7.x iv OL-17017-01 Contents Taking Messages 6-11 Transferring Calls 6-12 Deleting Call Handlers 6-12 CHAPTER 7 Managing Directory Handlers 7-1 Overview: Default Directory Handler 7-1 Creating a Directory Handler 7-1 Modifying a Directory Handler 7-2 Changing Phone Language Settings 7-3 Routing Calls to a Voice Directory Handler 7-3 Deleting a Directory Handler 7-4 CHAPTER 8 Managing Interview Handlers 8-1 Creating Interview Handlers 8-1 Modifying Interview Handlers 8-2 Changing Phone Language Settings 8-2 Deleting Interview Handlers 8-3 CHAPTER 9 Managing Call Routing Tables 9-1 Overview: Default Call Routing Rules 9-1 Adding Call Routing Rules 9-2 Modifying Call Routing Rules 9-2 Changing Phone Language Settings 9-2 Changing the Order of Call Routing Rules 9-3 Deleting Call Routing Rules 9-3 CHAPTER 10 Managing Schedules and Holidays 10-1 Overview: Default Schedules 10-1 Designating Holidays 10-1 Creating Schedules 10-2 Modifying Schedules 10-2 Deleting Schedules 10-3 CHAPTER 11 Managing Restriction Tables 11-1 Overview: Default Restriction Tables 11-1 Creating Restriction Tables 11-1 System Administration Guide for Cisco Unity Connection Release 7.x OL-17017-01 v Contents Modifying Restriction Tables 11-2 Deleting Restriction Tables 11-3 CHAPTER 12 Setting Up System Transfers 12-1 System Transfer Overview 12-1 Task List: Offering Caller System Transfers 12-2 Configuring a Greeting to Allow System Transfers 12-3 Task List: Offering User System Transfers 12-3 CHAPTER 13 Cisco Unity Connection Conversation 13-1 How Outside Callers Interact With Cisco Unity Connection by Phone 13-1 How Users Interact With Cisco Unity Connection by Phone 13-1 How Administrators Can Customize the User Conversation 13-2 Advanced Conversation Configuration Settings 13-2 Customizing the Language of System Prompts 13-2 Class of Service Settings 13-2 User Account and Template Settings 13-3 Using the Custom Keypad Mapping Tool 13-4 How Users Can Customize the User Conversation 13-5 CHAPTER 14 Changing Conversation Settings for All Users 14-1 Accessibility Settings in Effect During the Password Entry Conversation 14-1 Addressing Priority Lists 14-2 Addressing and Recording Order 14-3 Call Waiting Hold Time 14-3 Caller Information 14-4 Dial Prefix Settings for Live Reply to Unidentified Callers 14-5 Deleting Messages 14-5 Language of System Prompts 14-6 Logging On to Cisco Unity Connection from a User Greeting 14-7 Requesting Users Re-Enter Only the Password After a Failed Password Entry 14-8 Saving Speed and Volume Changes Made by Users 14-9 Skipping Messages: Saving New Messages 14-9 Voice Recognition: Allowing Users to Say Their Voice Mail Passwords 14-10 Voice Recognition: Confirmation Confidence Threshold 14-11 Voice Recognition: Global Nickname List 14-12 System Administration Guide for Cisco Unity Connection Release 7.x vi OL-17017-01 Contents Additional Advanced Conversation Configuration Settings 14-13 CHAPTER 15 Custom
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