Cisco Systems OL-23884-03 User Manual

Cisco Unity Express 8.6 Voice-Mail System User’s Guide for Advanced Features

OL-23884-03 Updated: November 8, 2012

This guide provides information about using some of the advanced voice-mail features of your Cisco Unity Express voice-mail system. It describes how to access these features by dialing in to the Cisco Unity Express system using your Cisco Unified IP phone. Information is also provided about using Cisco VoiceView Express. Use this guide together with the documents listed in the “Related

Documents” section on page 3.

• Restrictions, page 2

• Related Documents, page 3

Part I—Cisco Unity Express Voice-Mail System (Call-in)

• Accessing Cisco Unity Express by Phone, page 4

• Logging in Without Entering Your PIN, page 4

• Voice-mail Options, page 5

• Calling the Message Sender Using Live Reply, page 5

• Managing Fax Messages, page 6

• Delivering Nonsubscriber Messages, page 8

• Accessing Setup Options, page 9

• Managing Greetings, page 9

• Setting Up Message Notification, page 12

• Setting up Cascading Notification, page 18

• Using Distribution Lists, page 20

• Changing Your Password, page 27

Americas Headquarters: Cisco Systems, Inc., 170 West Tasman Drive, San Jose, CA 95134-1706 USA

Restrictions

• Changing Your Recorded Name, page 27

• What to Do When Receiving Notifications by Phone, page 28

• Recording a Live Conversation, page 28

• Receiving Voice-mail Messages in Your E-mail, page 29

Part II—Cisco Unity Express Voice-Mail System (VoiceView Express)

• Accessing Cisco Unity Express Using Your Cisco Unified IP Phone and VoiceView Express,

page 31

• Logging In To VoiceView Express, page 33

• Retrieving and Sending Messages in VoiceView Express, page 34

• Printing a Fax, page 37

• Accessing Live Reply in VoiceView Express, page 38

• Setting up Nonsubscriber Message Delivery, page 41

• Managing Your Inbox, page 42

• Personalizing Your Settings, page 43

• Logging In to General Delivery Mailboxes, page 47

• Administering Broadcast Messages, page 48

Restrictions

Your system administrator must enable some of the features described in this guide (for example, retrieving voice-mail messages using e-mail, configuring voice-mail notifications, or using live reply). If you are unable to access a feature, contact your system administrator to ensure the function is enabled on your system.

Cisco Unity Express is subject to an erroneous login limit as set by your system administrator.

There are two types.

• There may be a limit on the number of incorrect consecutive logins allowed, after which the system

administrator is required to restore the user’s login rights.

• Depending on the configuration by your system administrator, login may be temporarily disabled

for the user for a time period after several consecutive unsuccessful log in attempts.

If a Cisco Unity Express voice-mail session is in progress, a second session for the same user cannot be initiated. This does not apply to voice-mail sessions that are initiated by an Internet Message Access Protocol (IMAP) client, such as Microsoft Office Outlook.

• If you initiate a voice-mail session by using your Cisco Unified IP phone to call your voice-mail

system, attempting to log in to VoiceView Express cannot preempt the voice-mail session.

• If you are logged in to VoiceView Express, using your Cisco Unified IP phone to call your

voice-mail system preempts the VoiceView Express session. The VoiceView Express session is automatically logged out without notification.

• If you are logged in to VoiceView Express, logging in to a second VoiceView Express session from

a different phone preempts the first session. The first VoiceView Express session is automatically logged out without notification.

Cisco Unity Express 8.6 Voicemail User’s Guide for Advanced Features

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VoiceView Express has an inactivity timeout parameter, after which the VoiceView Express session is automatically logged out without notification.

• If you are logged in to VoiceView Express using your Cisco Unified IP phone and you receive an

incoming call, the call information appears on the phone display. Lifting the handset or pressing the Headset or Speaker button connects the call. Depending on which Cisco Unified IP phone you have, you can return to the VoiceView Express session if the call is terminated before the session is ended by the inactivity timeout parameter. Otherwise, the VoiceView Express session will be automatically logged out without notification. For more information, see the user’s guide for your Cisco Unified IP phone. See

http://www.cisco.com/en/US/products/sw/voicesw/tsd_products_support_category_home.html.

Accessing Cisco Unity Express by Phone

Logging in Without Entering Your PIN

You can log in to Cisco Unity Express voice mailbox from any phone (configured for your mailbox settings) without entering your PIN.

Dial the internal or external phone number to call Cisco Unity Express:

• You are directed to your mailbox without being asked for a PIN.

• If you are calling from someone else’s phone, press * to enter your own ID (usually your extension)

and you are directed to your mailbox.

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Voice-mail Options

After dialing in to Cisco Unity Express, you can choose the following options from the main menu:

Option Description

1 Listen to new messages. See the Cisco Unity Express Voice-Mail System Quick Start Guide

for more information.

Access the Live Reply function. See the “Calling the Message Sender Using Live Reply”

section on page 5.

Manage fax messages. See the “Managing Fax Messages” section on page 6.

2 Send a message. See the Cisco Unity Express Voice-Mail System Quick Start Guide for more

information.

Access the nonsubscriber delivery function. See the “Delivering Nonsubscriber Messages”

section on page 8.

3 Listen to old messages. See the Cisco Unity Express Voice-Mail System Quick Start Guide

for more information.

4 Access setup options, such as voice-mail greetings, distribution lists, passwords, message

notification, and cascading notification. See the “Accessing Setup Options” section on

page 9.

Voice-mail Options

Calling the Message Sender Using Live Reply

Note To call the message sender using the live reply function, the function must first be activated by your

system administrator.

When listening to a message, you can request the system to dial the message-sender to initiate a live conversation. This function is available when listening to new, saved, or deleted voice messages from subscribers or from non-subscribers where caller ID is available.

To access the live reply function, press 44 (4 pressed twice) on the dial pad while listening to the message. Cisco Unity Express attempts to establish a call to the message sender. Depending on the identifying information contained in the message, you will hear a prompt with some or all of the following: “calling <spoken name> at extension <calling number> at <remote location identifier>.”

Note If you activate this function, you will not be returned to your voice-mail session on termination of the

call. You must redial your voice mail access number.

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Cisco Unity Express 8.6 Voicemail User’s Guide for Advanced Features

Managing Fax Messages

Cisco Unity Express can receive and process faxes through the voice-mail system. Faxes can be forwarded, marked as new, saved, deleted, and undeleted similarly to regular voice messages. Additionally, you can send fax messages from a mailbox to a local fax machine for printing.

Supported IMAP clients can receive faxes as a .tif file attachment to an e-mail. The IMAP clients allow subscribers to download the message and save the fax attachment to a local workstation where it can be viewed and printed using standard .tif readers.

You must compose and send a fax from an analog fax machine. You cannot compose a fax through the Cisco Unity Express voice-mail system.

If your system administrator configures a dedicated extension for fax calls, these calls will not ring on a subscriber’s extension. Your system administrator, however, may configure an extension that will receive both fax and voice calls. In this case, when the subscriber picks up an incoming call that is a fax, an identifier tone is heard. The system monitors for such tones and automatically sends the fax to the designated mailbox and terminates the voice leg of the call.

Note Your system administrator must enable the fax function on a mailbox and extension. The fax number

may be the same as the voice-mail extension of a subscriber or a dedicated fax extension may be configured.

To manage fax messages:

Step 1 Dial in to the Cisco Unity Express system. The voice prompt summarizes how many new and saved

messages your have.

Step 2 Press 1 to listen to new messages.

The voice prompt identifies a fax in your mailbox and lists its properties, for example, the time and date sent and the originating location. The voice prompt also indicates if a voice message is attached to the fax.

Note If the fax was forwarded from another subscriber, a voice message can be attached from the forwarding

subscriber.

Step 3 Select the fax.

Step 4 Press one of the following numbers to access options for the fax:

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Managing Fax Messages

Option Description

1 Repeat the fax properties.

2 Save the fax. See the Cisco Unity Express Voice-Mail System Quick Start Guide.

3 Delete the fax. See the Cisco Unity Express Voice-Mail System Quick Start Guide.

4 Reply, with a voice message, to the subscriber who sent the fax. See the Cisco Unity Express

Voice-Mail System Quick Start Guide.

5 Forward the fax. See the Cisco Unity Express Voice-Mail System Quick Start Guide.

6 Mark the fax as a new message. See the Cisco Unity Express Voice-Mail System Quick Start

Guide.

8 Send the fax to a local printer. See the “Setting Up and Using a Printer for Faxes” section

on page 7.

* Cancel.

0Help.

Setting Up and Using a Printer for Faxes

To identify the fax printer and print a fax:

Step 1 Dial in to the Cisco Unity Express system, and press 1 to listen to messages.

Step 2 Select the fax, then press 8 to send the fax to a local printer.

The system prompts you to enter the number of the fax printer.

Step 3 Perform one of the following actions:

• Press 1 to send to a currently configured fax printer.

Note If you pause before entering 1, the system prompt gives the number of the last printer (if any) that was

set up.

• Press 2 if there is no configured printer choice or to print to a different printer. Enter the phone

number of the fax printer then press #.

• Press * to cancel printing the fax.

Note If the number entered or chosen is not an acceptable fax printer, the system prompt indicates that the

selected action cannot be completed.

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Cisco Unity Express 8.6 Voicemail User’s Guide for Advanced Features

Delivering Nonsubscriber Messages

You can compose voice messages for delivery to external numbers or nonsubscribers. You can set up delivery dates for up to one year in advance.

Step 1 Perform steps in the “Accessing Cisco Unity Express by Phone” section on page 4 to reach the main

voice-mail menu.

Step 2 Press 2 to access the Send menu.

Step 3 Press #4 to access the nonsubscriber Message Delivery menu.

Step 4 Enter the phone number of the recipient.

Step 5 After the system prompt that the nonsubscriber is added, select one of the following:

Option Description

1 Add another recipient.

2 Access Message options. See the “Accessing Message Options” section on page 8.

# Record the message. See the “Recording the Message” section on page 9.

* Cancel.

Accessing Message Options

After you identify the nonsubscriber recipients, you can specify the message parameters. In the Message Options menu, you can select the following:

• 1—Change addressing

• 2—Record the message (see the “Recording the Message” section on page 9)

• 3—Change special delivery

–

Mark the message as urgent (1)—Not available for nonsubscriber delivery

–

Mark the message as private (3)—Not available for nonsubscriber delivery

–

Choose a future delivery date and time (4)

• 4—Review the message

If no message is recorded, you are prompted to record your message.

• #—Send the message

If no message is recorded, you are prompted to record your message.

• *—Cancel

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Recording the Message

Step 1 In the nonsubscriber delivery menu, press # to record your message.

Step 2 Press # when you finish recording.

Step 3 Press 1 to access Message Options. See the “Accessing Message Options” section on page 8.

Step 4 Press 2 to send the message.

Accessing Setup Options

After dialing in to the Cisco Unity Express system, and pressing 4 to access setup options, choose from the following options:

Option Description

1 Manage your greetings. See the “Managing Greetings” section on page 9.

2 Configure or change message settings. See the:

• “Setting Up Message Notification” section on page 12

• “Setting up Cascading Notification” section on page 18

Accessing Setup Options

3 Configure personal settings. See the:

4 Configure language options (not available on all systems). Contact your system

Managing Greetings

This section contains the following procedures:

• Managing Greetings, page 11

• Rerecording Your Current Greeting, page 11

• Turning Greetings On and Off, page 11

• Rerecording Your Standard Greeting, page 12

• Rerecording Your Alternate Greeting, page 12

• Reviewing All Greetings, page 12

• “Using Distribution Lists” section on page 20

• “Changing Your Password” section on page 27

• “Changing Your Recorded Name” section on page 27

administrator for more information.

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Cisco Unity Express 8.6 Voicemail User’s Guide for Advanced Features

Accessing Setup Options

Greetings are messages that callers hear when they reach your voice mail. You can have the following greetings:

• Standard greeting—Normal greeting played to callers when they reach your voice mail. This can be

either the default system greeting or a greeting that you have recorded and chosen as your own standard greeting.

• Multiple Alternate greetings—Multiple alternate greetings are recorded by you and played to the

callers when they reach your voice mail. You can turn these greetings on or off using the voice-mail menu. These greetings are used as an alternative to your standard greeting. Following are the Multiple Alternate greetings:

–

Alternate greetings—To record a special greeting (other than standard greeting).

–

Meeting greeting—To record a greeting that plays when you are in a meeting.

–

Vacation greetings—To record a greeting that plays during the time when you are on a Vacation.

–

Extended Absence greetings—To record a greeting that plays during the time when you are absent for an extended period of time. If extended absence greeting is turned on then mailbox will not take messages from external callers or will not accept messages from subscribers.

• State Based greetings—State based greetings are recorded by you and played to the callers

according to the state of your business. Following are the State Based greetings:

–

Busy greeting—To record a that plays when you are busy. This greeting is played and it takes precedence over standard, closed, and internal greetings if the subscriber is busy over the phone and if this greeting is enabled. But if a multiple alternate greeting is enabled then it takes precedence over busy greeting. Phone or call agent must provide the support necessary for Cisco Unity Express to identify that the phone is busy and the call forward is on busy rather than on no-answer.

–

Closed greeting—To record a greeting that plays during non-business hours or hours past your business hours. This greeting is played if it is not a business hour and if this greeting is enabled. Business hours are based on the business schedule that is associated to Voicemail. If internal greeting is enabled and if the call is during non-business hours then closed greeting is played over standard greeting. But multiple alternate greeting, busy greeting and internal greeting takes precedence over closed greeting.

–

Internal greeting—To record a greeting that plays when you receive a call from an internal extension number.

Greetings Default Precedence Rules

Standard Enabled Standard greeting plays if all other (multiple alternate or

Alternate Enabled or Disabled Alternate greeting takes precedence over all other

Meeting Enabled or Disabled Meeting greeting takes precedence over all other

Vac at io n Enabled or Disabled Vacation greeting takes precedence over all other

Extended Absence Enabled or Disabled Extended absence greeting takes precedence over all

Cisco Unity Express 8.6 Voicemail User’s Guide for Advanced Features

state-based) greetings are disabled.

greetings if this greeting is enabled.

greeting if this greeting is enabled.

other greetings if this greeting is enable.

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Busy Disabled Busy greeting takes precedence over standard greeting if

Closed Disabled Closed greeting takes precedence over standard greeting

Internal Disabled Internal greeting takes precedence over standard greeting

Note Either standard or one of the multiple alternate greetings can be enabled at a time, but all or none of the

state based greetings can be enabled at the same time.

Managing Greetings

Step 1 Perform steps in the “Accessing Cisco Unity Express by Phone” section on page 4 to reach the main

voice-mail menu.

Step 2 Press 4 to access the Setup Options menu.

Accessing Setup Options

the system is busy.

if business is closed.

if the call is from an internal extension number.

Step 3 Press 1 to access the Greetings menu. Your active greeting plays.

• To rerecord your current greeting, press 1. See the “Rerecording Your Current Greeting” section on

page 11.

• To turn on or turn off your greetings, press 2. See the “Turning Greetings On and Off” section on

page 11.

• To edit a greeting, press 3. See the “Rerecording Your Standard Greeting” section on page 12 and

the “Rerecording Your Alternate Greeting” section on page 12.

• To hear all greetings, press 8. See the “Reviewing All Greetings” section on page 12.

Rerecording Your Current Greeting

Step 1 After your current greeting plays, press 1 to rerecord your current greeting.

Step 2 At the tone, speak your greeting. When done, press #. Your newly recorded greeting plays.

Step 3 To rerecord, press 1.

Turning Greetings On and Off

Step 1 Press 1 to access the Greetings menu. Your current greeting plays.

Step 2 Press 2 to turn off your current greeting and turn on the alternate greeting (make sure you have recorded

an alternate greeting).

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Step 3 Press 3 to turn off your alternate greeting and turn on your meeting greeting.

Step 4 Press 4 to turn off the meeting greeting and turn on your vacation greeting.

Step 5 Press 5 to turn off vacation greeting and turn on your extended absence greeting.

Step 6 Press 6 to turn off the extended absence greeting.

Cisco Unity Express 8.6 Voicemail User’s Guide for Advanced Features

Accessing Setup Options

Step 7 Press 7 to edit other greetings.

Step 8 Press 8 to play all your greetings.

Step 9 Press 0 for help and press * to exit.

Rerecording Your Standard Greeting

To rerecord your standard greeting:

Step 1 In the Greetings menu, press 3.

Step 2 Press 1 to rerecord your standard greeting.

Step 3 At the tone, speak your greeting. When done, press #. Your newly recorded standard greeting plays.

Step 4 To accept this greeting and continue, press #. To rerecord, press 1.

Rerecording Your Alternate Greeting

To rerecord your alternate greeting:

Step 1 In the Greetings menu, press 3.

Step 2 Press 3 to rerecord your alternate greeting.

Step 3 At the tone, speak your greeting. When done, press #. Your newly recorded alternate greeting plays.

Step 4 To rerecord, press 1.

Reviewing All Greetings

Step 1 To listen to all greetings, press 8 in the Greetings menu. Your standard greeting, multiple-alternate

greeting, and current greeting play.

Setting Up Message Notification

This section contains the following procedures:

• Accessing the Notification Menu, page 13

• Choosing the Device to Notify, page 13

• Changing the Notification Phone Number, page 14

• Setting Extra Digits, page 15

• Configuring the Notification Schedule, page 15

• Changing Notification Preferences, page 18

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Accessing Setup Options

You can set up Cisco Unity Express to notify you of newly received voice-mail messages by phone, pager, or e-mail. Cisco Unity Express contacts your device to inform you that you have received a voice-mail message.

You can also set up a cascading notification option in which Cisco Unity Express sends unanswered voice-mail messages to specified first-tier recipient devices followed by additional recipients’ devices if the message continues in an unread state.

This section describes using the telephone voice-mail system to configure notifications for phone or numeric pagers only. You can use the following tools to set up notifications for alphanumeric pagers and e-mail (in addition to phones and numeric pagers):

• Cisco Unity Express VoiceView Express—Use your Cisco IP phone to set up notifications for

phones, alphanumeric pagers, or e-mail. See the “Personalizing Your Settings” section on page 43 for more information.

• Cisco Unity Express GUI—Use your PC to configure notifications for phones, alphanumeric

pagers, or e-mail. Access the GUI using Microsoft Internet Explorer (5.5 or later) to connect to your Cisco Unity Express server, and log in using your alphanumeric user ID and password. Contact your system administrator if you do not know your server address, user ID, or password. See the online help for more information on using the GUI to configure notifications (press the “help” button when using the Cisco Unity Express GUI).

Accessing the Notification Menu

Step 1 Perform steps in the “Accessing Cisco Unity Express by Phone” section on page 4 to reach the main

voice-mail menu.

Step 2 Press 4 to access the Setup Options menu.

Step 3 In the Setup Options menu, press 2 to access Message Settings.

Step 4 Press 1 to configure message notification. The system tells you if notification is enabled and if so, for

which device it is enabled.

Choosing the Device to Notify

Step 1 In the Message Notification menu, press one of the following numbers to select the device to notify:

• 1—Pager

• 2—Home phone

• 3—Work phone

• 4—Cell phone

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Cisco Unity Express 8.6 Voicemail User’s Guide for Advanced Features

Accessing Setup Options

Step 2 After selecting the device you want to configure, you can select the following actions by number:

Option Description

1 Enable message notification (if off) or disable message notification (if on).

2 Hear current notification settings.

3 Change the notification phone number (the number of your phone or pager).

Cisco Unity Express dials this number to send notification of newly-received voice-mail messages. See the “Changing the Notification Phone Number” section on page 14.

4 Listen to the current notification schedule. Configure the time of day you want to receive

notifications; for example, you may want to turn off notifications during the evening. See the “Configuring the Notification Schedule” section on page 15.

5 Change notification preferences (have notifications sent for all messages, or urgent

messages only). See the “Changing Notification Preferences” section on page 18.

Changing the Notification Phone Number

Step 1 After pressing 3 in the Message Notification Menu to change the notification phone number, the system

tells you if a phone number is currently assigned to the device (phone or pager).

• If a phone number is already assigned, perform one of the following:

–

Press * to keep the current number.

–

Enter the new number and press #.

• If a phone number is not yet assigned, enter the new number and press #.

Note You can only enter digits 1 to 9. You cannot enter pauses, breaks, or other special variables in the phone

number.

Step 2 After entering the number:

• If you entered a new number that is permitted by the voice-mail system, the system repeats the

number.

• If you entered a number that is not permitted by the system (such as a toll number), you receive an

error message.

Press * to keep the number, or if you want a new number, enter it and press #.

Step 3 Press * to continue. The system tells you if extra digits are set. Extra digits are numbers that are sent by

Cisco Unity Express after the phone or pager has answered its notification call. For example, you might use extra digits to reach a certain extension after dialing a main access number. To set extra digits, see the “Setting Extra Digits” section on page 15. To exit, press *.

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Setting Extra Digits

Extra digits are numbers that are sent by Cisco Unity Express after the phone or pager has answered its notification call. For example, you might use extra digits to reach a certain extension after dialing a main access number.

Step 1 If extra digits are set, the system plays the digits. If extra digits are not set, the system tells you this.

Press 1 to set extra digits.

Step 2 Enter the extra digits and press #. To include a one-second pause, press *.

Step 3 The system plays the extra digits you entered. Press # to keep these digits, or return to Step 2.

Step 4 The system plays the extra digits you set.

Configuring the Notification Schedule

You can set up a notification schedule to turn notifications on or off for specific times of the day, days of the week, or everyday. For example, you may want to turn off notifications at night. By default, notifications are active Monday through Friday from 8 a.m. to 5 p.m.

After pressing 4 in the Message Notification Menu to configure the time of day you want to receive notifications, press one of the following numbers:

Accessing Setup Options

Option Description

1 Listen to the current notifications schedule. See the “Listening to the Current Schedule”

2 Change the notification schedule for all days. See the “Changing the Schedule for All Days”

3 Change the notification schedule for a specific day. See the “Changing the Schedule for a

Listening to the Current Schedule

Step 1 After pressing 1 in the Notification Schedule Menu to listen to the current notifications schedule, enter

one of the numbers below to choose the day:

Option Description

1 Sunday

2 Monday

3 Tuesday

4 Wedne s day

5 Thursday

6 Friday

7 Saturday

section on page 15.

section on page 16.

Specific Day” section on page 17.

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Cisco Unity Express 8.6 Voicemail User’s Guide for Advanced Features

Accessing Setup Options

Step 2 If you configured notification for at least a half hour of that day, the system plays the notification

schedule. Enter a number to listen to the schedule for another day, or press * to exit and return to the Message Notification Menu.

Changing the Schedule for All Days

After pressing 2 in the Notification Schedule Menu to change the notification schedule for all days, perform the following steps:

Step 1 Enter the hour to start sending notifications. You must enter the time in two-digit format; for example,

to choose 9:00, you would first enter “09.”

Step 2 Press #.

Step 3 Depending on the number you entered, perform the following:

If You Entered Press

• 1 to start notifications at midnight.

• 2 to start notifications at 12:30 p.m.

1 - 11

12 - 24

Step 4 Enter the hour to stop sending notifications. You must enter the time in two-digit format; for example,

• 1 to start notifications at midnight.

• 2 to start notifications at 12:30 a.m.

• 3 to start notifications at noon.

• 4 to start notifications at 12:30 p.m.

• 1 to start notifications on the hour in the morning.

• 2 to start notifications on the half-hour in the morning.

• 3 to start notifications on the hour in the evening.

• 4 to start notifications on the half-hour in the evening.

• 1 to start notifications on the hour in the evening.

• 2 to start notifications on the half-hour in the evening.

to choose 9:00, you would first enter “09.”

Step 5 Press #.

Step 6 Depending on the number you entered, perform the following:

If You Entered Press

• 1 to stop notifications at midnight.

• 2 to stop notifications at 12:30 p.m.

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+ 36 hidden pages

Cisco Systems OL-23884-03 User Manual

Contents

Restrictions

Related Documents

Accessing Cisco Unity Express by Phone

Logging in Without Entering Your PIN

Voice-mail Options

Calling the Message Sender Using Live Reply

Managing Fax Messages

To manage fax messages:

Setting Up and Using a Printer for Faxes

Delivering Nonsubscriber Messages

Accessing Message Options

Recording the Message

Accessing Setup Options

Managing Greetings

Managing Greetings

Rerecording Your Current Greeting

Turning Greetings On and Off

Rerecording Your Standard Greeting

Rerecording Your Alternate Greeting

Reviewing All Greetings

Setting Up Message Notification

Accessing the Notification Menu

Choosing the Device to Notify

Changing the Notification Phone Number

Setting Extra Digits

Configuring the Notification Schedule