Cisco Systems OL-13207-01 setup guide Potential Issue Description

Chapter 5 Operator and Support Desk Orientation

Support Desk Orientation

Table 5-1	Potential User Concerns and Misconceptions (continued)
Potential Issue		Description
Managing multiple		Users who are new to Cisco Unity Connection sometimes have a difficult time understanding how
message types		to manage multiple message types from a single Inbox.
		Depending on your system configuration:

•Users with voice mail access can customize the order in which messages are played for new, saved, and deleted messages.

•Users who have access to e-mail messages via TTS, and who like to manage voice mail and e-mail messages separately, can turn on the Message Type menu so that they can pick which messages to hear by type (“Press 1 for voice messages, 2 for e-mails...”). Alternatively, users can use the Cisco Unity Assistant to specify that Connection will play e-mail messages last when they check messages by phone.

•Users who have set up an IMAP client application to access voice messages may want to create a folder in their e-mail client to store voice messages separately from other messages.

	Users can also use the Save Recording As option available from the Options menu on the Media
	Master to save voice messages as WAV files on their hard drives. Note, however, that private
	messages cannot be saved to the user hard drive. In addition, you can prohibit users from saving any
	messages to their hard drives, regardless of message sensitivity, by checking the Unity Inbox:
	Disable Save Recording As Option in Media Master check box on the System Settings >
	Advanced > PCA page in Cisco Unity Connection Administration.
Message notification:	When a user chooses not to have Cisco Unity Connection restart notification each time a new
repeat notification	message arrives, setting a long interval between repeat notification calls may lead the user to believe
options	that Connection is delaying notification.
Passwords are not	Users may assume that their phone and Cisco Personal Communications Assistant (PCA)
secure, or users use the	passwords are the same or are synchronized. As a result, they may think that they are changing both
wrong password	passwords when Cisco Unity Connection prompts them to change their phone password during
	first-time enrollment. Additionally, they may try to use their phone password to log on to the
	Cisco PCA.
Secure messaging:	To set user expectations for this feature, it is important to tell users, administrators, and help desk
limitations	staff about the following limitations of the private and secure messaging feature:

•When users leave a voice message after calling another user and being transferred to voice mail, they cannot mark the message private or secure.

•The private keys that are required to decrypt secure messages are not specific to individual users or workstations. Thus, if a secure message is sent to an unintended recipient—perhaps because of an addressing mistake made by the sender or due to a system problem—Cisco Unity Connection will play the message for any recipient who receives the message as long as the recipient is homed on the same Connection server as the sender.

•From an IMAP client, a user cannot send a secure message, nor can the user retrieve a secure message. If the user tries to listen to a secure message, a decoy message will instead be played, telling the user to log on to Connection by phone to listen to the message.

•When you enable the Encrypt All Messages from Outside Callers and the Encrypt All Private Messages from Users settings on the System Settings > Advanced > Secure Messaging page, users will not be able to use IMAP clients to listen to any messages. Instead, they will need to listen to messages from the Connection conversation.

User Workstation Setup Guide for Cisco Unity Connection Release 2.x

5-6 OL-13207-01