Voicemail in the user profile

What it is for

The Voicemail tab in the user profile shows the mailbox that a CUCM user has in Cisco Unity Connection. EasyUC looks up the mailbox by the alias, which matches the user ID in CUCM, and also checks whether the primary extension of the user already belongs to another mailbox.

If the user does not have a mailbox yet, you create it here with a Unity user template. EasyUC writes the primary extension of the user to CUCM and creates the user in Unity Connection with alias, name, email address and extension. The notification devices of the mailbox are then set according to the defaults of the CUCM connection.

On an existing mailbox you change greetings, the message handling with the relay address and the alternate extensions. This tab does not offer a PIN change. The separate Unity Connection menu is a different work area and is not described here.

Prerequisites

• License module cucm.
• Unity Connection is connected. Either the Voicemail section is switched on at the CUCM connection, or a connection that is bound to the active CUCM connection is saved in the Unity Connection menu. Without one of the two, the tab is missing.
• Seeing the tab: ROLE_APP_VIEW_ENDUSER_PROFILE_VOICEMAIL or ROLE_APP_UNITY_CONNECTION together with ROLE_APP_UNITY_USERS. Administrators (ROLE_APP_ADMIN, ROLE_OWNER, ROLE_ADMIN or ROLE_SUPER_ADMIN) always see it.
• Creating a mailbox: ROLE_APP_CREATE_VOICEMAIL. Changing, aligning the extension, alternate extensions and deleting messages: ROLE_APP_UPDATE_VOICEMAIL. Deleting a mailbox: ROLE_APP_DELETE_VOICEMAIL. Setting the primary extension: ROLE_APP_UPDATE_ENDUSER.
• The user has a line that is set as the primary extension or can be set as such.
• At least one user template exists in Unity Connection. It defines the basic settings of the new mailbox.
• For Open mailbox: Enable Voicemail Mailbox is set at the CUCM connection. With ROLE_OWNER the button is always present.

Step by step: Create a mailbox

1. Open EasyUC Cisco → Users → Users and click the user.
2. In the user profile, switch to the Voicemail tab.
3. If Load voicemail data appears, click Load data. This is the case when Load Voicemail Data is switched off at the connection.
4. In the header, check the value after Primary Extension. If it shows none, click Set primary extension.
5. In the Update Primary Extension dialog, select the line under Select a Directory Number and click Save.
6. If the tab shows No voicemail available, click Create voicemail profile.
7. In the Import user into Voicemail System dialog, select the Unity user template under Template.
8. Click Save. EasyUC sets the primary extension on the CUCM user and creates the mailbox in Unity Connection.
9. Wait until the UNITY CONNECTION MAILBOX block appears. Compare Alias and Mailbox extension with the user.
10. Switch to the User details tab. If the UC Service Profile Settings card shows the note Not in sync, click Configure like defined in Location. EasyUC then sets the service profile on the user and the voicemail profile on the primary line as the location specifies for users with voicemail.

Step by step: Change greetings, message handling and alternate extensions

1. Open the Voicemail tab of the user. The tables are located below the UNITY CONNECTION MAILBOX block.
2. In the Call Handler: Greetings table, switch the Alternate or Busy greeting on or off with the switch. The Standard greeting is always active and cannot be switched off.
3. To the right of an active greeting, select what happens afterwards: Hang Up or Take Message. The change is transferred to Unity Connection immediately.
4. In the Message Handler table, click the current value in the Voicemail row and select the required action.
5. In the Relay Address row, click the pencil icon. Enter the address in the Update Relay Address dialog and click Save.
6. In the Alternate Extension table, click the plus icon to assign a further number.
7. In the Create new Alternate Extension dialog, optionally select a user under Enduser and that user's line under Choose from Enduser lines. EasyUC copies the number into the Number field. You can also fill in Number directly.
8. Select the Partition from Unity Connection and click Add.
9. To remove an entry, click the trash icon in the row and confirm This Alternate Extension will be deleted.

Step by step: Resolve number mismatches and mailboxes of other users

1. Open the Voicemail tab and click Refresh so that the state is read from Unity Connection again.
2. If it shows The mailbox extension and the primary extension do not match., click Align mailbox extension. EasyUC sets the extension of the mailbox to the primary extension of the user.
3. If it shows The number belongs to another mailbox as an Alternate Extension., check the value Alternate Extension found in the ASSIGNED OTHER MAILBOX block.
4. Click Remove Alternate Extension and confirm the prompt. The number is deleted from the alternate extensions of the other mailbox. EasyUC then reloads the data.
5. If it shows The number is the primary extension of another mailbox., EasyUC does not offer a button. Clarify which user the number belongs to, and change the extension on the other user or the primary extension of this user.
6. To change the primary extension, click the pencil icon next to Primary Extension in the header. Select the new line.
7. If the user has a mailbox, tick Should EasyUC also update the voicemail extension? if required and click Save.

Step by step: Check and delete a mailbox

1. Open the Voicemail tab of the user.
2. Click Open mailbox. The dialog shows the tabs Inbox, Sent and Deleted with ten messages per page each.
3. Click the eye icon of a message to see the Message Information, for example Arrival Time, Duration and From.
4. Click the trash icon to delete a message. Select Yes, delete it or Yes, Hard Delete it.
5. Close the dialog.
6. To remove the entire mailbox, click Delete Voicemail and confirm Do you want to delete this voicemail?.
7. Afterwards, check the UC Service Profile Settings card on the User details tab and, if it shows Not in sync, align it with Configure like defined in Location.

Fields and options

Check the result and troubleshoot

• You recognize success by the UNITY CONNECTION MAILBOX block: Alias matches the user ID, Mailbox extension matches the primary extension, and there is no yellow note above it.
• The Voicemail tab is missing: Check the role, the Voicemail section at the CUCM connection and the connection in the Unity Connection menu. After switching the CUCM connection in the header, the profile jumps back to User details.
• The voicemail data could not be loaded. Unity Connection did not respond or rejected the request. Check reachability and credentials of the connection and click Refresh.
• Security check: The mailbox alias … does not belong to the user … The mailbox found has an alias that differs from the user ID. EasyUC shows it read-only. Correct the alias in Unity Connection or clarify the assignment.
• Unity did not create the voicemail (HTTP …). Unity Connection rejected the creation. One possible cause is an extension that is already in use. Check the notes on mailboxes of other users and the selected template.
• The dialog stays open and the Template field is marked red: No template was selected.
• The primary voicemail extension cannot be removed as an Alternate Extension. The number is the primary extension of the other mailbox and not an alternate entry.
• The Alternate Extension could not be removed. or The Alternate Extension was removed, but the voicemail data could not be reloaded. Click Refresh and check the state again.
• You do not set up email notifications here. They come from the connection actions Voicemail Device Notification SMTP and Voicemail Device Notification HTML and are applied when the mailbox is created.