• CHAPTER 9• Cisco Unity Express

Cisco Unity Express:

• Small hardware appliance that fits into a router (AIM-CUE)• Linux based• Works with Cisco Unified Communications Manager (CCM)• Provides Voice-mail, Auto Attendant, Integrated messaging, Voice Profile for Internet Mail (VPIM)• Mailboxes through license• Maximum mailboxes through platform• Works with Cisco Unity Express, Cisco Unity Connection and Cisco Unity

Cisco Unity Express Hardware:

• Cisco Unity Express Advanced Integration Module (AIM-CUE)

Intel Celeron 300 MHz CPU 256 MB SDRAM 1 GB Flash Maximum 50 mailboxes 14 Hours of storage 4-6 Ports for simultaneous Voice sessions

• Cisco Unity Express Network Module (NM-CUE) Intel 500 MHz CPU 256 MB SDRAM 1 GB Flash Maximum 100 mailboxes IDE 20 GB hard drive 100 Hours of storage 8 Ports for simultaneous Voice sessions

Cisco Unity Express Hardware:

•Cisco Unity Express Network Module with Enhanced Capability (NM-CUE-EC)

Intel 500 MHz CPU 512 MB SDRAM 1 GB Flash Maximum 250 mailboxes 20 GB IDE hard drive 300 Hours of storage 16 Ports for simultaneous Voice sessions

• Cisco Unity Express Enhanced Network Module (NME-CUE)

Intel 1 GHz CPU 512 MB SDRAM 1 GB Flash Maximum 250 mailboxes 40 GB IDE hard drive 300 Hours of storage 24 Ports for simultaneous Voice sessions

Cisco Unity Express Platform Software Compatibility:

Cisco Unity Express Software:

• Cisco Unity Express voice-mail and auto-attendant software• Cisco Unity Express optional IVR• Cisco Unity Express PC Application software

• cue-installer.nmx.7.1.5• cue-vm-en_US-langpack.nmx.7.1.5.prt1• cue-vm-full-k9.nmx.7.1.5.prt1• cue-vm-k9.nmx.7.1.5.pkg• cue-vm-langpack.nmx.7.1.5.pkg• cue-vm-license_12mbx_cme_7.0.5.pkg

Cisco Unity Express Software:

•Cisco Unity Express Application

Cisco Unity Express Software:

•Cisco Unity Express PC Application software

Cisco Unity Express Software:

Cisco Unity Express Language Software:

• Supported languages: American English British English Chinese Danish Dutch French (European) French (Canadian) German Italian Japanese Korean Portuguese (Brazilian) Spanish (European) Spanish (Latin America) Spanish (Mexico) Swedish

Cisco Unity Express Software:

• License

cue-vm-license_12mbx_cme_7.0.5.pkg cue-vm-license_25mbx_cme_7.0.5.pkg cue-vm-license_50mbx_cme_7.0.5.pkg cue-vm-license_100mbx_cme_7.0.5.pkg cue-vm-license_150mbx_cme_7.0.5.pkg cue-vm-license_200mbx_cme_7.0.5.pkg cue-vm-license_250mbx_cme_7.0.5.pkg

cue-vm-license_12mbx_ccm_7.0.5.pkg cue-vm-license_25mbx_ccm_7.0.5.pkg cue-vm-license_50mbx_ccm_7.0.5.pkg cue-vm-license_100mbx_ccm_7.0.5.pkg cue-vm-license_150mbx_ccm_7.0.5.pkg cue-vm-license_200mbx_ccm_7.0.5.pkg cue-vm-license_250mbx_ccm_7.0.5.pkg

Cisco Unity Express Software:

• Interactive Voice Response (IVR)

cue-ivr-jsp.7.0.5.tar

• License

cue-vm-license_2port_ivr_7.0.5.pkg cue-vm-license_4port_ivr_7.0.5.pkg cue-vm-license_8port_ivr_7.0.5.pkg cue-vm-license_16port_ivr_7.0.5.pkg cue-vm-license_20port_ivr_7.0.5.pkg

Features of Unity Express Voice Mail:

• User and Groups User account for one person Group accounts for members of a group.

Administrator Accounts: Total control Broadcast Accounts: Can send messages only

• Subscriber Mailbox A storage facility One individual user

• General Delivery Mailbox (GDM) A storage facility Assigned to a group of users Accessed through a users subscriber mailbox

• Mailbox Subscriber Features Mailbox Login, Passwords and PINs

Password is used by a user to access the Graphical User Interface (GUI) PIN is used for access via the Telephone User Interface (TUI)

Features of Unity Express Voice Mail continued:

• Mailbox Subscriber Features

Features of Unity Express Voice Mail continued:

• Tutorial Provides a quick easy way to personalize and set-up a mailbox

Recorded / Spoken Name Record standard greeting Change password

• Greetings Message that a caller hears when they reach the users voicemail

• Message management and Playback Play and restart

Allows the subscriber to hear the message and if necessary playback from the beginning

Fast forward and rewind Allows the user to forward through or back up by three second intervals

Features of Unity Express Voice Mail continued:

•Message management and Playback Skip

Allows the user to interrupt playback and leave the message unheard

Save Allows the user to archive the message

Reply to original sender Respond to a voicemail Sent to the Original senders voice mailbox

Forward to another subscriber Can listen to a voicemail and send to another Unity Express subscriber by mailbox number

Delete Delete any message received

Undelete Allows a subscriber to restore a message after delete Cannot be restored after subscriber has logged out

Features of Unity Express Voice Mail continued:

•Message Types Broadcast

A message sent to one or more subscribers Recipients are members of the same broadcast group

Expired message A message that has been in the subscribers mailbox past the retention date Prompted by Unity Express to delete or save the message If message is saved then the retention timer is reset

Urgent message A message tagged as urgent by the sender as one of high importance

New message Any message that has not yet been listened to by the subscriber

Saved message A message that has been listened to and saved by the subscriber

Features of Unity Express Voice Mail continued:

Features of Unity Express Voice Mail continued:

• Message indicator Cisco Unity Express sends a message to Cisco Unified Communications Manager Communication Manager places an envelope icon in the phone display if available Communication Manager enables a light on the phone handset

• Message Notification Disabled by default Enable system wide Enable per user

Message notification all messages Message notification urgent only Alerted via phone call

Message retrieval during call if enabled Subscriber can call back to retrieve message

Attach message to outgoing e-mail notification Speech to text ability required

Features of Unity Express Voice Mail continued:

•Message Notification Enable cascading notifications

If first method does not connect then continue with additional methods

Set the ring no answer (RNA) timeout in seconds Use a restriction table to limit available phone number

Restrict long distance User level

Device types

To use e-mail, service must be available

Features of Unity Express Voice Mail continued:

•Message Notification Live reply

Uses caller ID (ANI) to call sender during voice-mail playback

Live record Subscriber can record a call and deliver to voice mailbox

• Distribution List Public distribution list

“everyone” list enabled by default List can be created by any subscriber Message sent to all on the distribution list All public lists are available to all subscribers regardless of who created the list

Private distribution list Created by any subscriber Available only to creator

Features of Unity Express Voice Mail continued:

• Mailbox Storage Configured by administrator Allowable number of minutes of recorded conversation Varies with system and number of subscribers AIM-CUE 14 hours total for all mailboxes Unassigned time not available Notification of available time

At 90 percent subscriber receives notification that mailbox is almost full At 100 percent subscriber receives message that the mailbox is full and no additional messages will be accepted

• Mailbox Features Record message options

Review recorded message Re-record the message Set normal or urgent priority on the message Cancel the message

Features of Unity Express Voice Mail continued:

•Mailbox Features Operator assistance

During message called can press zero (0) to be redirected to another extension

Mailbox login Subscriber may login to their mailbox from outside the network Prompted for mailbox number and PIN

• Voice View Express Can view and create messages as well as configure voice mailbox options from the phone display

• Integrated Messaging Client can access their voice-mail via their e-mail account with an IMAP capable e-mail client

• Voice Profile for Internet Mail (VPIM) Allows voice-mail system to exchange messages with another voice-mail system

Features and Functions of Cisco Unity Express Auto Attendant:

• Default Auto Attendant Scripts Auto Attendant Script (default) Auto Attendant Simple Script Scripts can be modified Loaded automatically

• Auto Attendant Greetings / Prompts Welcome prompt

“Welcome to the automated attendant” (default)

Business open prompt No message by default

Business closed prompt “We are currently closed. Please call back later.” (default)

Holiday prompt “We are closed today. Please call back later.” (default)

Features and Functions of Cisco Unity Express Auto Attendant continued:

• Business Hours Settings Determined by a configured schedule in Cisco Unified Communications Manager Daily schedules can be copied

Features and Functions of Cisco Unity Express Auto Attendant continued:

• Holiday Settings List of holiday dates required

Features and Functions of Cisco Unity Express Auto Attendant continued:

• Auto Attendant Operator Not available in Auto Attendant Simple Script

• Dial by Name and Dial by Extension A caller can choose to dial a subscriber by name

First name Last name

A caller can choose to dial a subscriber by extension

• Administration via Telephone System Once authenticated by extension number and PIN

Record alternate greetings (Snow, Flood…) Record custom prompts

Features and Functions of Cisco Unity Express Auto Attendant continued:

• Cisco Unity Express Custom Scripting Answer the call Determine time of dayIf open, play a prompt allowing the caller to choose which subscriber to be transferred to: “Press 1 to talk to John Smith, Press 2 to talk to Jane Doe.” If closed, transfer the call to an off-premises number

Cisco Unity Express Management:

• Management Administrator Subscriber Record message options for a caller

Cisco Unity Express Management:

• Management Administrator

Cisco Unity Express Management:

• ManagementSubscriber

Cisco Unity Express Management:

• Management Command Line

Cisco Unity Express Management:

• Management Graphical User Interface User and Group Administration

Reset passwords Configure name information Associate a phone Assign a primary extension Assign an E.164 address Assign a language Enable / configure message notification Configure mailbox settings Configure group membership

Cisco Unity Express Management:

• Management Voice mail Administration

Mailbox size limitations Message size limitations MWI configuration Integrated messaging configuration Voice View Express configuration

Cisco Unity Express Management:

• Management Auto Attendant Administration

Call-in number Script choice language Prompt choices Dial by first or last name Operator extension Schedule choice

Cisco Unity Express Management:

• Management Backup and Restore

Configuration Data Historical reporting

Reports Voice mail Mailboxes Backup history Restore history Network Time Protocol Call history Real-time reports

Cisco Unity Express Management:

• Subscriber Options Change password and PIN Configure zero-out extension Select language Enable alternate greeting View public distribution lists Configure message notification Search local directory Obtain help

Telephony User Interface (TUI) Subscriber Management:

• Mailbox options1. Play new messages2. Send a message3. Play old messages4. Setup options9. Access GDM0. Help*. Exit

• Mailbox setup options1. Greetings2. Message settings3. Personal settings4. Language settings0. Help*. Exit

Telephony User Interface (TUI) Subscriber Management continued:

• Greetings Options1. Re-record this greeting2. Turn on / off alternate greeting3. Edit greetings4. Play all greetings0. Help*. Exit

• Message Settings1. Change message notification4. Voice-mail distribution list0. Help*. Exit

• Personal Settings1. Change password2. Re-record the current recorded time0. Help*. Exit

Telephony User Interface (TUI) Subscriber Management continued:

• Language Settings1. Select first language installed2. Select second language installed3. Select third language installed4. select fourth language installed0. Help*. Exit

Telephony User Interface (TUI) Subscriber Management continued:

• Message Playback Options1. Restart message2. Save message3. Delete message4. Reply to message5. Forward message6. Mark message new7. Rewind message8. Pause message9. Fast-forward message0. Help*. Cancel

Telephony User Interface (TUI) Subscriber Management continued:

• Record Message Options1. Send with normal priority2. Send with urgent priority3. Play recorded message4. Re-record message6. Cancel#. Skip greeting

End of Chapter 9