SINGLE INBOX - FAQ. IT - Collaborative Technologies Group

Transcription

1 SINGLE INBOX - FAQ IT - Collaborative Technologies Group Abstract This document is for the intended audience of all Staff and Faculty within Sheridan College that currently use or plan to use the sub-service identified as Single. MICHAEL MITCHELL INFRASTRUCTURE ANALYST COLLABORATIVE TECHNOLOGIES GROUP 0 P age

2 Table of Contents Purpose... 2 Section 1: General Questions... 2 What folders in my client will my voic messages synchronize with?... 2 What happens when I delete a voic message through my voic mailbox or a Single message in my client?... 2 What type of voic messages are not synchronized with my ?... 2 I have an "Out of Office" rule set up. Will people leaving me voic be notified?... 2 Does the message waiting light turn off on my desk phone when I listen to or delete a Single message from my program?... 2 If I delete messages from within my client will the voic s still be accessible from a telephone?... 2 I get Single messages in the same as my , how do I tell the difference between them?... 2 Section 2: Managing s... 3 Can I create a rule to send voice messages into a folder?... 3 How many new, saved, or deleted voic s can I have before my voic box is full?... 3 Is there a message aging policy on the voic s in my Deleted Items folder?... 3 Why are my rules not working for my Single voic notifications?... 3 How do I send a Single message with the VoiceMessage.wav file attachment to another person?... 3 Appendix A... 4 Appendix B... 5 Appendix C... 6 Appendix D... 7 Appendix E... 8 Appendix F... 9 Sheridan Outlook Web App Examples P age

3 Single FAQ Purpose This document will look to provide answers to some of the most frequently asked questions about the Single service and will go into some depth about the details of how you the user can use and interact with the service. Section 1: General Questions What folders in my client will my voic messages synchronize with? o Any subfolders under the folder o Any subfolders under the Deleted Items folder What happens when I delete a voic message through my voic mailbox or a Single message in my client? o By default, when a user deletes a voice message in the voic system, the message is sent to the voic systems deleted items folder and synchronized with the Outlook Deleted Items folder. When the message is deleted from the voic systems deleted items folder, it is also deleted from the Outlook Deleted Items folder. However, messages that users delete using Outlook are only moved to the Deleted Items folder in Outlook, not permanently deleted. When the voic system synchronizes with Exchange, the message is moved to the voic systems deleted items folder. (See Appendix C & D) What type of voic messages are not synchronized with my ? o Draft messages o Messages configured for future delivery but not yet delivered o Broadcast messages I have an "Out of Office" rule set up. Will people leaving me voic be notified? o No. Automatic Reply (Out of Office) messages that are setup in your Microsoft Outlook are ignored by the voic system and will not be displayed to those who leave you voic messages. Does the message waiting light turn off on my desk phone when I listen to or delete a Single message from my program? o Yes. Your (Message Waiting Indicator) light on your desk phone will turn off when you perform one of the two following actions from within your client. If you change the status of the Single message from "Unread" to "Read", or if you delete the Single message from your client. (See Appendix A & B) If I delete messages from within my client will the voic s still be accessible from a telephone? o Yes. When you delete a Single message from your client the voic message in your voic account will be moved from the voic "" to the "Deleted Items" folder within your voic account. messages within the "Deleted Items" are still accessible for up to 5 days before being permanently deleted. (See Appendix A) I get Single messages in the same as my , how do I tell the difference between them? o A quick way to view the Single messages that have been delivered to your account is to do a search for unityconn-pri.sheridanc.on.ca in your client. If you would like see some examples of what a Single message looks like, please (See Appendix F). 2 P age

4 I received a Single message from Cisco Unity Connection Messaging System with a subject of Unknown sender [phone number]. Is it safe to open this ? o Yes. When Sheridan s voic system receives a voic message from a phone number external to the college you will receive a Single message with the From field showing Cisco Unity Connection Messaging System unityconnection@unityconn-pri.sheridanc.on.ca and the Subject showing Message from Unknown sender [phone number] with [phone number] being the external phone number that left the voic message. (See Appendix F) Section 2: Managing s Can I create a rule to send voice messages into a folder? o Yes, but the voice messages will be marked as read and the message waiting light on your phone will be cleared. (Again, this may take up to 30 seconds.) How many new, saved, or deleted voic s can I have before my voic box is full? o The default voic account has a size limitation of 14 Megabytes of storage. The number of voice messages that you can store in your voic box will depend on the length of time for each voic . 14 Megabytes of storage space would translate to approximately minutes of voic storage. Is there a message aging policy on the voic s in my Deleted Items folder? o Yes. The current aging policy for voic s that are in the Deleted Items folder is 5 days. After 5 days your voic s will be deleted permanently. (See Appendix E) Why are my rules not working for my Single voic notifications? o The rules that you define in your client for your Sheridan Exchange account cannot automatically process the rules prior to delivering the voic s to your client. This is due to how the voic server interacts with our Sheridan Exchange server. The rules that you have defined in your client will work if you run them manually after you have received a voic message in your client. How do I send a Single message with the VoiceMessage.wav file attachment to another person? o Just use the Forward option as you would with a regular and the attachment will be sent as well. When I try and reply to a Single message it tells me that the message was undeliverable or failed to send. Why did that happen? o The Single message is delivered to your account from Sheridan s voic server and will have a from address of username@unityconn-pri.sheridanc.on.ca or Unknown sender [phone number], Sheridan s server does not recognize the domain name unityconn-pri.sheridanc.on.ca and therefore cannot reply to that address. Instead of replying to a user, try and forward the message to the user with their username@sheridancollege.ca address. 3 P age

5 Appendix A LISTEN TO VOIC From Account Account Message Waiting Indicator Desk Phone = UNREAD 2 Single message is created and sent to account 1 = NEW 3 LIGHT ON 4 NEW ACTION LISTEN TO VOIC = READ 6 5 = SAVED MESSAGE 7 LIGHT OFF Update Status of Single message 4 P age

6 Appendix B LISTEN TO SINGLE INBOX MESSAGE From Account Message Waiting Indicator Desk Phone 2 1 = UNREAD Single message is created and sent to account = NEW 3 LIGHT ON 4 NEW ACTION READ SINGLE INBOX MESSAGE = READ 5 6 = SAVED MESSAGE 7 LIGHT OFF Update Status of message 5 P age

7 Appendix C DELETE VOIC From Account Deleted Items Account Deleted Items Account Message Waiting Indicator Desk Phone 5 = READ or UNREAD 1 = NEW or SAVED 6 Move Single message to Deleted Items folder Request To Move Single Message to Deleted Items folder 2 = READ or UNREAD NEW ACTION DELETE VOIC message moved To Deleted Items folder 4 3 = NEW or SAVED LIGHT OFF 6 P age

8 Appendix D DELETE SINGLE INBOX MESSAGE From Account Deleted Items Account Deleted Items Account Message Waiting Indicator Desk Phone 1 = READ OR UNREAD = NEW or SAVED 4 Move message to the Deleted Items folder Single message moved to account Deleted Items folder 2 NEW ACTION DELETE SINGLE INBOX MESSAGE Request to move message to the Deleted Items folder 6 3 = READ OR UNREAD 5 = NEW or SAVED LIGHT OFF 7 P age

9 Appendix E Single Message Aging Policy Folder Deleted Items Folder Status = New 1 NO User listens to voic 2 YES 3 3 Status = New Status = Saved After 30 Days of no status change voic is moved to the Deleted Items folder Status = Deleted 4 After 5 Days of no status change voic is permanently deleted Permanently Deleted 5 8 P age

10 Appendix F s What Do They Look Like? As soon as you have your Single account setup you may start to see new messages in your Sheridan client(s). So how do you differentiate from your regular s and a Single message? Below are some screenshots that will help you identify some key identifiers of a Single message. Sheridan Outlook Web App Examples from Sheridan Employee Summary View from Sheridan Employee Detail View from Unknown Sender - Summary View 9 P age

11 from Unknown Sender Detail View from Unknown Sender With Blocked Caller ID Summary View from Unknown Sender With Blocked Caller ID Detail View 10 P age