.. _voicemail:

Voicemail
------------


.. _19.2.1|VOSS-458|EKB-2785:
.. _20.1.1|EKB-4471:
.. _21.3|EKB-12151:
.. _21.4-PB1|EKB-12655:



.. tip:: 

   :ref:`use-action-search-to-navigate-automate`



Overview
.........

Automate allows admin users to add, update, or delete Cisco Unity Connection (CUC) 
voicemail accounts (voicemail users), and their associated voicemail services, via the **Cisco Voicemail Users** page. 

.. note:: 
  
   Optionally (depending on your deployment), Automate supports a Unity SIP 
   integration feature that can be used in place of your existing voicemail service. 
   

|voicemail-account|


.. important:: 
  
   Users and associated services added through Automate are also added to Cisco 
   Unity Connection (CUC) voicemail system.

   If a user identifier is updated on the CUC integrated LDAP server, the alias update on the CUC 
   server is deferred to the next LDAP-CUC sync. The alias change is then synced in to Automate in the 
   Automate-CUC sync that follows the LDAP-CUC sync. The updated alias displays in the CUC Account settings, 
   in the **Voicemail Account Name** field. 




.. rubric:: Related topics

* 
  .. raw:: latex

     Call Handler (Auto Attendant) in the User Guide

  .. raw:: html
  
     <a href="concepts-aa-call-handler.html">Call Handler (Auto Attendant)</a> 

* 
  .. raw:: latex

     Introduction to Unity SIP integration in the User Guide

  .. raw:: html
  
     <a href="/feature/concepts-nextgen-vm-overview.html">Introduction to Unity SIP integration</a> 


.. _unified-messaging-account:

Unified Messaging account
.............................

.. _19.1.1|VOSS-509:


Unified Messaging (Single Inbox) is a Cisco Unity Connection (CUC) service that enables
users to have a single inbox in their e-mail client that is used for their e-mail
as well as their Voicemail.

.. note::

   * Automate only supports either the Exchange or Office 365 Unified Messaging
     Service, MeetingPlace is **not** supported.
   * Only *one* Unified Messaging Account (Single Inbox) per user can be
     added by Automate.
     However, if an existing CUC user is imported into
     Automate already has more than one account, then all associated services are
     imported, and will be available in Automate.
   * Administrators must manually sync Automate with Cisco Unity Connection to
     obtain the required Unified Messaging Services. A manual sync must also be
     done whenever changes are made to the Cisco Unity Connection server.
   * Automate does not automatically integrate CUC servers with
     Microsoft Exchange, the details for that process can be found here:
     https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/11x/unified_messaging/b_11xcucumgx.html
   

The following CUC settings, set to 'True' (On), are included
in Unified Messaging:

* EmailAddressUseCorp - Use Corporate Email Address
* EnableMailboxSynchCapability - Synchronize Connection and Exchange Mailboxes
  (Single Inbox)
 
The following two models were added to the Model Type List **CUCXN Overbuild Resources**
for Unified Messaging:

* device/cuc/ExternalService
* device/cuc/ExternalServiceAccount (the actual Cisco Unity Connection User's
  model which contains their Unified Messaging Account)
  
Automate also added a new model type list **CUCXN Unified Messaging Services**,
and added the same two models: ``device/cuc/ExternalService`` and ``device/cuc/ExternalServiceAccount``




Add, edit, or delete a voice mail account
..............................................

**Prerequisites**:

* The admin adding the voicemail account must be at the relevant Provider, Customer, or Site level.
* A CUC Server (VM Server) must already be provisioned at the Provider or Customer level.
* A Network Device List (NDL) and NDLR points must exist.


**Perform these steps**: 

1. In the Automate Admin Portal, go to **Voicemail**. 
#. From the summary list view, choose an option: 

   * **Edit an existing voicemail account**
   
     To edit an existing voicemail account, click on an account in the list, make your 
     changes, and save. 

     .. note:: 

        Edits may involve updating options configured when 
        adding the account, or to add new voicemail services, for example, to add additional 
        alternate extensions and/or notification devices.

   * **Delete an existing voicemail account**

     To delete an existing voicemail account, select the relevant account in the list, or click on it 
     to open its configuration screens, then click the **Delete** button. 

     .. note:: 

        When deleting a voicemail account: 

        * All elements associated with the voicemail account are deleted.
        * Modular Delete workflows can be carried out as a part of a Modify workflow.
        * When deleting a voicemail account at the Site level, the related CUCM Line's 
          Park Monitoring and CFWD settings are disabled accordingly.
        * When deleting a voicemail account at the Customer level (that is, recently synced 
          from CUC but not yet moved to Site level), the related CUCM Line's Park Monitoring 
          and CFWD settings *are not disabled*.

   * **Add a new voicemail account**

     To add a new voicemail account, click the Plus (+) icon, then choose a site from the 
     hierarchy picker. Go to the next step to configure the new voicemail account. 

#. At **CUC Account**, configure CUC account details, such as voicemail account name (the user), 
   voicemail number, and the language the caller hears. For details, see :ref:`unified-messaging-account` 

   .. note:: 

      * If a user identifier is updated on the CUC integrated LDAP server, the alias update on the 
        CUC server is deferred to the next LDAP-CUC sync. The alias change is then synced in to Automate 
        in the Automate-CUC sync that follows the LDAP-CUC sync. The updated alias displays in the 
        CUC Account settings, in the **Voicemail Account Name** field. 
      * The **Voicemail Number** drop-down only shows numbers associated to the 
        selected user (chosen for voicemail account name). 
      * Email address is auto-populated when selecting an existing user.
      * Click the Plus icon (+) at **Unified Messaging Account** to add a 
        unified messaging service. See :ref:`unified-messaging-account`. Once saved, the summary 
        header is the user's email address. It is only possible to add one CUC 
        messaging account per user in Automate. 

        To change from one Unified Messaging Account type to another, 
        delete the existing entry and click **Save**. Then add the new
        Unified Messaging Account type in the **Unified Messaging Service** field. 

#. At **Alternate Extensions**, add alternate extensions available to the CUC
   voicemail user, if applicable. 

   * Click the Plus icon (+) at **Alternate Extensions**.
   * Enter the number, choose a phone type and partition name, and specify a name 
     for the alternate extension. 
   
   .. note:: 
     
      Once you've saved these changes you can log in to Cisco Unity Connection, choose the user 
      you updated, and go to **Edit > Alternate Extensions** to view the alternate 
      extension configured in Automate. 

#. From **Alternate Extension** choose the Partition from the drop-down and
   click **Save**.

#. At **Message Actions**, define how incoming voicemail, email, fax, and receipt messages 
   are handled. If the selected message action involves relaying the message, enter a 
   valid email address in the **Relay Address** field.

   .. note:: 

      You can accept the default message actions and update them later.   

#. At **Credentials**, configure a password and PIN. 

   .. note:: 

      The admin user configuring the account can lock these credentials or 
      require the user to change the credentials on first login. The CUC user 
      password template and CUC user PIN template in the user's Quick Add Group (QAG) 
      are applied. See :ref:`quick-add-subscriber-group-default-model`.

#. At **Notification Devices** tab, add devices used to notify this 
   CUC user of voicemails sent to them. 

   .. note:: 

      * While the system automatically provisions default notification devices, you can add 
        additional devices when adding a voicemail account. 
      * SMS notification is only available if an SMPP Provider has been added on the 
        relevant Voicemail server. 

#. At **Caller Input**, click on the required key (\*, #, or 0 to 9), then 
   select an action from the drop-down to associate caller input keys to specific actions 
   (to configure default caller input keys). See :ref:`caller-input`.

   .. note:: 

      * The **Caller Input** settings display only once the CUC account (including voicemail account name) 
        has been created and saved. 
      * Additional fields are exposed when choosing certain options. For example, when 
        you choose the **User with Mailbox** call action, the **User with Mailbox** and 
        **Transfer / Greeting** fields are exposed.

#. Save your changes to add or update this voicemail account. 

   .. note:: 

      Once you've added a voicemail service to a user, the lines lines used by any 
      devices associated with the user are updated to reflect the proper 
      call forward and voicemail profile settings to enable the following buttons: 
      **Call Forwarding to Voicemail** and **Voicemail**.


.. rubric:: Related topics 

* :ref:`ini-reserve-for`


.. |voicemail-account| image:: /src/images/voicemail-account.png