CCM/IPT-Hosted User Group Agenda-Online Meeting

CCM/IPT-Hosted User Group Agenda-Online Meeting April 18, 2012 1. Welcome meeting logistics 2. Voicemail Conversion Overview. Milestones and Calendar General overview standalone and synchronized mailboxes Glossary General milestones Conversion calendar Provisioning Cisco Technical Paper: Unity Connection and Office 365 for Unified Messaging Cut sheet example Mailbox options menu Technical specs tes and future options Deployment Communications examples to your users Training o Train-the-Trainer sessions o 2 nd Nature for Unity provisioning User documentation (some are screen displays) o Enrollment Guide o Command References o The Synchronized Inbox o Messaging Assistant Website o FAQ o Quick Start First Day Card 658 Cedar Street Saint Paul, MN 55155 www.oet.state.mn.us PROVIDING THE LEADERSHIP AND SERVICES THAT IMPROVE GOVERNMENT THROUGH THE EFFECTIVE USE OF INFORMATION TECHNOLOGY.

Unity Messaging General Overview We are converting voicemail service for Enterprise IP Telephony from the Octel system to the Cisco Unity system. We have set up Unity to have Octel type telephone menu prompts to minimize user questions about how to interact with voicemail. There will be some differences between the old and new system telephone prompts, as well as features and functions. There is a conversion toolkit of documents to take you through the conversion process. Unity Voicemail Standalone Availability of all the standard voicemail features interaction with email It s possible to get notifications in email that new voicemail messages exist interaction with calendar Users interact with voicemail only one way via the TUI access to the Messaging Assistant website, where users can set up preferences and create personal distribution lists Same rate as synchronized voicemail (in general) Some special features have higher rates See Menu of Voicemail Options document for more details Synchronized Connectivity between Unity and Outlook email/calendar Adds many messaging features to both voicemail and email Available only to Enterprise Email (EUCC) customers at this time The TUI has menu prompt options that standalone voicemail users do not hear (ex. calendar and email options) Has two separate ways to interact with voicemail TUI (telephone user interface - keypresses/voice) GUI (computer, tablet, smartphone) Same rate as standalone voicemail (in general) Some special features have higher rates See Menu of Voicemail Options document for more details Email with.wav Attachment Consider your organization s retention policies and discoverability requirements Voicemail message arrives in Outlook inbox as a.wav file attachment to an email The voicemail message is stored on the Unity server The email and voicemail interfaces both control MWI Other Synchronized Options There are a few different ways to play voicemails within email;.wav attachment is one Some special needs will have additional tools for playback The options will evolve over time OET March 30, 2012

Voicemail Conversion Project Acronyms and Glossary 2 nd Nature the provisioning and management portal used for IPT stations and (to be added in this project) Unity Connection voicemail. In addition to OET s use of 2 nd Nature, Silver IPT customers use 2 nd Nature for doing their own provisioning tasks on IPT. The manufacturer of 2 nd Nature is Unimax. te: OET owns licenses for the Octel version of 2 nd Nature for provisioning Octel voicemail, and that is a separate application from the Cisco version used for IPT. Automated attendant or menu applications programmed in the voicemail system different terms depending on whether it s Unity or Octel: Call Handlers Unity Connection system ECP (Enhanced Call Processing) Octel system Call Handler a menu or automated attendant application programmed in the Unity Connection system. CUCM Cisco Unified Communications Manager, the newer term for CallManager. ECP means Enhanced Call Processing, and is a menu or automated attendant application programmed in the Octel system. EUCC - Enterprise Unified Communication and Collaboration, is a suite of business productivity services which includes email (Microsoft Exchange 2010), web collaboration (Microsoft SharePoint 2010) and instant messaging (Microsoft Lync 2010). EUCC Email OET s email service offering, based on Microsoft Exchange 2010 and utilizing the Outlook 2007/2010 client, as well as Outlook Web App (OWA) for connectivity via a web browser. IVR Scripts (Interactive Voice Response) are menu applications that are programmed in CVP, ICM or IP-IVR within the IPT infrastructure by OET and/or vendors. Messaging Waiting Indication (MWI) is a notification to the user of a new message to play or read. Octel the legacy voicemail platform in place today. There are a total of eight systems. OET has one Octel integrated to IPT (serving the entire IPT customer base with the exception of three who have their own Octels integrated to IPT: Health, Revenue, Corrections). OET has six Octels integrated to Centrex (St. Paul (two Octels), Brainerd, Duluth, St. Cloud, and Rochester). Health has dual integration to IPT and Centrex on its Octel. DHS has an Octel supporting only Centrex users in the metro free calling area. Office 365 Dedicated (formerly known as BPOS-D) The State s dedicated implementation of Microsoft cloud services through which we obtain the EUCC suite of services (see separate entry for EUCC). Password is for the website tool Messaging Assistant on the GUI. Passwords are typically combinations of numbers, letters and characters that you type on a keyboard. Voicemail Conversion Project Glossary Page 1 of 2 March 19, 2012

PIN is for Unity access through the telephone menus (TUI), and is numeric characters you enter on a telephone keypad. Speech to Text in the context of the Unity/EUCC implementation allows the user written access to a message originally recorded as voicemail. This may be available in the future, is not part of the initial implementation. Standalone Voicemail is not synchronized with EUCC Email, and functions on its own as voicemail only. Text to Speech in the context of the Unity/EUCC implementation allows the user spoken access to a message or calendar item originally captured as text Synchronized Voicemail communicates with EUCC mail and calendar to expand the feature set available to users for messaging. TUI and GUI Telephone User Interface (TUI) is the user experience while using the keys on a telephone to interact with the voice mail system; e.g., to send a message, press [2], as well as the audio prompts the user hears from the voice mail system. Graphical User Interface (GUI) is the user experience while using a screen display, along with additional devices such as a mouse, headphones or earbuds, touchscreen, etc. Related to messaging, the GUI is the Outlook email and calendar application and how users interact with Outlook. Unity Connection, vers. 8.6 the Cisco platform and version that is in place as OET rolls out the customer conversions. Voicemail Conversion Project Glossary Page 2 of 2 March 19, 2012

Unity Connection Milestones w Provide communication internally within your organization: what the Unity Connection project is and what will be taking place. Look at a communication plan and who you will need to work with within your organization. Today Who will be the point of contact within your organization that OET will work with regarding this conversion? This point of contact will be responsible for getting the required information and ensuring that communication within your organization takes place. Days before conversion 31 OET provides populated cut sheet that the customer needs to review, update and complete. 21 IP Coordinator / help desk pilot Unity Connection voicemail (optional). IP Coordinator / OET save old messages into EVM (only available to cluster one OET Octel users. 14 Train the trainer (multiple customers at the same time) 8 Cut sheet due to OET. FREEZE: changes If changes orders are placed this information will not be incorporated (made) within Unity Connection. 7 FREEZE - OET creating Unity Connection mail boxes 6 Provide training materials to users - pre-live access to Unity Connection mail box so users are able to record messages. 6-0 User communication regarding the conversation and training materials provided. 0 Conversion date +7 FREEZE removed +14 Octel voicemail boxes are deleted Many service conversions will be completed by June 30, 2012. March 20, 2011 Page 1 of 1

CHAPTER 3 Configuring Cisco Unity Connection 8.6(2) and Later and Microsoft Office 365 for Unified Messaging See the following sections: About Unified Messaging with Office 365 in Cisco Unity Connection 8.6(2) and Later, page 3-1 Task List for Configuring Cisco Unity Connection 8.6(2) and Later and Office 365 for Unified Messaging, page 3-6 Task list for Creating the Unified Messaging Services Account and Granting Permissions for Cisco Unity Connection 8.6(2) and Later, page 3-10 Assigning the Application Impersonation Management Role to Unified Messaging Services Accounts for Cisco Unity Connection 8.6(2) and Later (Office 365 only), page 3-10 Accessing Office 365 Using Remote Exchange Management PowerShell, page 3-11 Creating a Unified Messaging Service to Access Office 365 from Cisco Unity Connection 8.6(2) and Later, page 3-12 Testing Unified Messaging Services for Cisco Unity Connection 8.6(2) and Later, page 3-13 Testing Unified Messaging Accounts for Cisco Unity Connection 8.6(2) and Later, page 3-14 Testing System Configuration, Including Unified Messaging, with Office 365 and Cisco Unity Connection 8.6(2) and Later, page 3-14 Testing Access to Office 365 Calendars for Cisco Unity Connection 8.6(2) and Later, page 3-15 About Unified Messaging with Office 365 in Cisco Unity Connection 8.6(2) and Later See the following sections: Accessing Office 365 Email by Using Text to Speech in Cisco Unity Connection 8.6(2) and Later, page 3-2 Accessing Office 365 Calendars and Contacts in Cisco Unity Connection 8.6(2) and Later, page 3-2 Synchronizing Voice Messages in Connection and Office 365 Mailboxes in Cisco Unity Connection 8.6(2) and Later (Single Inbox), page 3-2 Unified Messaging Guide for Cisco Unity Connection 3-1

Chapter 3 Configuring Cisco Unity Connection 8.6(2) and Later and Microsoft Office 365 for Unified Messaging About Unified Messaging with Office 365 in Cisco Unity Connection 8.6(2) and Later Accessing Office 365 Email by Using Text to Speech in Cisco Unity Connection 8.6(2) and Later When Cisco Unity Connection is configured to allow access to Office 365 email by using text to speech, users have the option to hear their emails read to them when they sign in to Cisco Unity Connection by phone. Accessing Office 365 Calendars and Contacts in Cisco Unity Connection 8.6(2) and Later When Cisco Unity Connection is configured to access Office 365 calendars and contacts, Connection users can do the following by phone: Hear a list of upcoming meetings (Outlook meetings only). Hear a list of the participants for a meeting. Send a message to the meeting organizer. Send a message to the meeting participants. Accept or decline meeting invitations (Outlook meetings only). Cancel a meeting (meeting organizers only). In addition, Connection enables users to import Office 365 contacts by using the Connection Messaging Assistant web tool. The contact information can then be used in rules that users create in the Cisco Unity Connection Personal Call Transfer Rules web tool and when users place outgoing calls by using voice commands. Synchronizing Voice Messages in Connection and Office 365 Mailboxes in Cisco Unity Connection 8.6(2) and Later (Single Inbox) This section describes how synchronizing voice messages in Connection and Office 365 mailboxes works. See the following sections: Where Voice Messages Are Stored When Single Inbox Is Configured, page 3-3 How Single Inbox Works With ViewMail for Outlook, page 3-3 How Single Inbox Works without ViewMail for Outlook or with Other Email Clients, page 3-3 Accessing Secure Voice Messages in the Exchange Mailbox, page 3-3 How Synchronization Works With Outlook Folders, page 3-3 Where Deleted Messages Go, page 3-4 Types of Connection Messages That Are t Synchronized with Office 365, page 3-5 Replication of Status Changes, page 3-5 How Disabling and Re-enabling Single Inbox Affects the Synchronization of Connection and Office 365 Mailboxes, page 3-5 How Read/Heard Receipts, Delivery Receipts, and n-delivery Receipts Are Synchronized, page 3-6 3-2 Unified Messaging Guide for Cisco Unity Connection

Chapter 3 Configuring Cisco Unity Connection 8.6(2) and Later and Microsoft Office 365 for Unified Messaging About Unified Messaging with Office 365 in Cisco Unity Connection 8.6(2) and Later Where Voice Messages Are Stored When Single Inbox Is Configured All Connection voice messages, including those sent from Cisco Unity Connection ViewMail for Microsoft Outlook, are first stored in Connection and are immediately replicated to the Office 365 mailbox for the recipient. How Single Inbox Works With ViewMail for Outlook If you want users to use Outlook to send new Connection voice messages, or to reply to or forward voice messages, and if you want the messages to be synchronized with Connection: If you have not already done so, in Connection Administration, add SMTP proxy addresses for the Connection users that are configured for single inbox. The SMTP proxy address for a user must match the Office 365 email address that is specified in the unified messaging account in which single inbox is enabled. Install ViewMail for Outlook on user workstations. Without ViewMail for Outlook installed, voice messages are sent by Outlook as emails with.wav file attachments, and are treated as emails by Connection. On each user workstation, associate an email account with a Connection server. Voice messages appear in the Outlook Inbox folder of the user, alongside other messages that are stored in Office 365; the voice messages also appear in the Connection mailbox of the user. When single inbox is configured, Connection adds a Voice Outbox folder to the Outlook mailbox. Connection voice messages sent from Outlook do not appear in the Sent Items folder. Private messages cannot be forwarded. How Single Inbox Works without ViewMail for Outlook or with Other Email Clients If you use another email client to access Connection voice messages in Office 365, or if you do not install ViewMail for Outlook: The email client treats Connection voice messages like emails with.wav file attachments. When a user replies to or forwards a Connection voice message, the reply or forward also is treated like an email, even if the user attaches a.wav file. Message routing is handled by Office 365, not by Connection, so the message is never sent to the Connection mailbox for the recipient. Users cannot listen to secure voice messages. It may be possible to forward private voice messages. (When users use ViewMail for Outlook, ViewMail for Outlook prevents private messages from being forwarded.) Accessing Secure Voice Messages in the Exchange Mailbox To play secure Connection voice messages in the Exchange mailbox, users must use Microsoft Outlook and Cisco Unity Connection ViewMail for Microsoft Outlook. Without ViewMail for Outlook installed, users accessing secure voice messages see only text in the body of a decoy message; the text briefly explains secure messages. How Synchronization Works With Outlook Folders Connection synchronizes voice messages in the following Outlook folders with the Connection Inbox folder for the user, so the messages are still visible in the Connection Inbox folder: Unified Messaging Guide for Cisco Unity Connection 3-3

Chapter 3 Configuring Cisco Unity Connection 8.6(2) and Later and Microsoft Office 365 for Unified Messaging About Unified Messaging with Office 365 in Cisco Unity Connection 8.6(2) and Later Where Deleted Messages Go Subfolders under the Outlook Inbox folder Subfolders under the Outlook Deleted Items folder The Outlook Junk Email folder Messages in the Outlook Deleted Items folder appear in the Connection deleted items folder. If the user moves voice messages (except secure voice messages) into Outlook folders that are not under the Inbox folder, the messages are moved to the deleted items folder in Connection. The messages can still be played by using ViewMail for Outlook because a copy still exists in the Outlook folder. If the user moves the messages back into the Outlook Inbox folder or into an Outlook folder that is synchronized with the Connection Inbox folder, and: If the message is still in the deleted items folder in Connection, the message is synchronized back into the Connection Inbox for that user. If the message is not still in the deleted items folder in Connection, the message is still playable in Outlook, but it is not resynchronized into Connection. Secure voice messages behave differently. When Connection replicates a secure voice message to Office 365, it replicates only a decoy message that briefly explains secure messages; the only copy of the voice message remains on the Connection server. When a user plays a secure message by using ViewMail for Outlook, ViewMail retrieves the message from the Connection server and plays it without ever storing the message in Office 365 or on the computer of the user. If the user moves a secure message to an Outlook folder that is not synchronized with the Connection Inbox folder, the only copy of the voice message is moved to the deleted items folder in Connection, and the message can no longer be played in Outlook. If the user moves the message back into the Outlook Inbox folder or into an Outlook folder that is synchronized with the Connection Inbox folder, and: If the message is still in the deleted items folder in Connection, the message is synchronized back into the Connection Inbox for that user, and the message becomes playable again in Outlook. If the message is not still in the deleted items folder in Connection, the message is not resynchronized into Connection and can no longer be played in Outlook. By default, when a user deletes a voice message in Connection, the message is sent to the Connection deleted items folder and synchronized with the Outlook Deleted Items folder. When the message is deleted from the Connection deleted items folder (the user can do this manually, or you can configure message aging to do it automatically), it is also deleted from the Outlook Deleted Items folder. If you are adding the single-inbox feature to an existing system, and if you have configured Connection to permanently delete messages without saving them in the deleted items folder, messages that users delete by using the Web Inbox or by using the Connection phone interface are still permanently deleted. However, messages that users delete by using Outlook are only moved to the Deleted Items folder in Outlook, not permanently deleted. When Connection synchronizes with Office 365, the message is moved to the Connection deleted items folder; it is not permanently deleted. We recommend that you do one or both of the following: Configure message aging to permanently delete messages in the Connection deleted items folder. Configure message quotas, so that Connection prompts users to delete messages when their mailboxes approach a specified size. When a user deletes a voice message from any Outlook folder, including the Outlook Inbox folder, the Deleted Items folder, or any subfolder, the message is moved to the deleted items folder in Connection. operation in Outlook will cause a message to be permanently deleted in Connection. 3-4 Unified Messaging Guide for Cisco Unity Connection

Chapter 3 Configuring Cisco Unity Connection 8.6(2) and Later and Microsoft Office 365 for Unified Messaging About Unified Messaging with Office 365 in Cisco Unity Connection 8.6(2) and Later Types of Connection Messages That Are t Synchronized with Office 365 The following types of messages are not synchronized: Sent messages Draft messages Messages configured for future delivery but not yet delivered Broadcast messages Replication of Status Changes Unaccepted dispatch messages. When a dispatch message has been accepted by a recipient, it becomes a normal message and is synchronized with Office 365 for the user who accepted it and deleted for all other recipients. Until someone on the distribution list accepts a dispatch message, the message waiting indicator for everyone on the distribution list will remain on, even when users have no other unread messages. Status changes (for example, from unread to read), changes to the subject line, and changes to the priority are replicated from Connection to Exchange and vice versa, as applicable. How Disabling and Re-enabling Single Inbox Affects the Synchronization of Connection and Office 365 Mailboxes When you configure unified messaging, you create one or more unified messaging services that define, among other things, which unified messaging features are enabled. You also create one or more unified messaging accounts for each user to associate the user with unified messaging services. You can disable single inbox in three ways: Entirely disable a unified messaging service in which single inbox is enabled. This disables all enabled unified messaging features (including single inbox) for all users that are associated with the service. Disable only the single inbox feature for a unified messaging service, which disables only the single inbox feature for all users that are associated with that service. Disable single inbox for a unified messaging account, which disables single inbox only for the associated user. If you disable and later re-enable single inbox by using any of these methods, Connection resynchronizes the Connection and Office 365 mailboxes for the affected users. te the following: If users delete messages in Office 365 but do not delete the corresponding messages in Connection while single inbox is disabled, the messages will be resynchronized into the Office 365 mailbox when single inbox is re-enabled. If messages are hard deleted from Office 365 (deleted from the Deleted Items folder) before single inbox is disabled, the corresponding messages that are still in the deleted items folder in Connection when single inbox is re-enabled will be resynchronized into the Office 365 Deleted Items folder. If users delete messages in Connection but do not delete the corresponding messages in Office 365 while single inbox is disabled, the messages remain in Office 365 when single inbox is re-enabled. Users must delete the messages from Office 365 manually. If users change the status of messages in Office 365 (for example, from unread to read) while single inbox is disabled, the status of Office 365 messages will be changed to the current status of the corresponding Connection messages when single inbox is re-enabled. Unified Messaging Guide for Cisco Unity Connection 3-5

Chapter 3 Configuring Cisco Unity Connection 8.6(2) and Later and Microsoft Office 365 for Unified Messaging Task List for Configuring Cisco Unity Connection 8.6(2) and Later and Office 365 for Unified Messaging When you re-enable single inbox, depending on the number of users associated with the service and the size of their Connection and Office 365 mailboxes, resynchronization for existing messages may affect synchronization performance for new messages. How Read/Heard Receipts, Delivery Receipts, and n-delivery Receipts Are Synchronized Connection can send heard/read receipts, delivery receipts, and non-delivery receipts to Connection users who send voice messages. If the sender of a voice message is configured for single inbox, the applicable receipt is sent to the Connection mailbox for the sender. The receipt is then synchronized into the Office 365 mailbox for the sender. te the following. Read/heard receipts: When sending a voice message, a sender can request a read/heard receipt. If you do not want Connection to respond to requests for read receipts, in Connection Administration, uncheck the Respond to Requests for Read Receipts check box, which appears on the Users > Users > Edit > Mailbox page and on the Templates > User Templates > Edit > Mailbox page. Delivery receipts: A sender can request a delivery receipt only when sending a voice message from ViewMail for Outlook. You cannot prevent Connection from responding to a request for a delivery receipt. n-delivery receipts (NDR): A sender receives an NDR when a voice message cannot be delivered. If you do not want Connection to send an NDR when a message cannot be delivered, in Connection Administration, uncheck the Send n-delivery Receipts for Message Failed Delivery check box, which appears on the Users > Users > Edit User Basics page and on the Templates > User Templates > Edit User Template Basics page. te the following about NDRs: When the sender accesses Connection by using the TUI, the NDR includes the original voice message, which allows the sender to resend the message at a later time or to a different recipient. When the sender accesses Connection by using Web Inbox, the NDR includes the original voice message, but the sender cannot resend it. When the sender uses ViewMail for Outlook to access Connection voice messages that have been synchronized into Office 365, the NDR is a receipt that contains only an error code, not the original voice message, so the sender cannot resend the voice message. When the sender is an outside caller, NDRs are sent to Connection users on the Undeliverable Messages distribution list. Verify that the Undeliverable Messages distribution list includes one or more users who regularly monitors and reroutes undelivered messages. Task List for Configuring Cisco Unity Connection 8.6(2) and Later and Office 365 for Unified Messaging To configure one or more unified messaging features, complete the following tasks in the order presented. 1. Review the Requirements for Using Unified Messaging Features (Connection 8.5 and Later Only) section in the System Requirements for Cisco Unity Connection Release 8.x at http://www.cisco.com/en/us/docs/voice_ip_comm/connection/8x/requirements/8xcucsysreqs.html. 3-6 Unified Messaging Guide for Cisco Unity Connection

Chapter 3 Configuring Cisco Unity Connection 8.6(2) and Later and Microsoft Office 365 for Unified Messaging Task List for Configuring Cisco Unity Connection 8.6(2) and Later and Office 365 for Unified Messaging 2. Cisco Unified Communications Manager Business Edition only: Confirm that Connection is licensed for single inbox. See the Assigning the Application Impersonation Management Role to Unified Messaging Services Accounts for Cisco Unity Connection 8.6(2) and Later (Office 365 only) section on page 3-10 3. If Connection is integrated with an LDAP directory: Review the current LDAP directory configurations to confirm that the Cisco Unified Communications Manager Mail ID field is synchronized with the LDAP mail field. During the integration process, this causes values in the LDAP mail field to appear in the Corporate Email Address field in Connection. Unified messaging requires that you enter the Office 365 email address for each Connection user. On the Unified Messaging Account page, each user can be configured to use either of the following values: The Corporate Email Address specified on the User Basics page The email address specified on the Unified Messaging Account page Email address field on the Unified Messaging Account page can be populated by using Connection Administration or the Bulk Administration Tool. 4. If you are using single inbox and you want users to be able to use ViewMail for Outlook to send new voice messages, or to forward or reply to voice messages: Install Cisco Unity Connection ViewMail for Microsoft Outlook on user workstations. For more information on installing ViewMail for Outlook, see the Release tes for Cisco Unity Connection ViewMail for Microsoft Outlook Release 8.5(x) at http://www.cisco.com/en/us/products/ps6509/prod_release_notes_list.html. 5. Decide whether you want Connection to be able to search for and communicate with different Office 365 server, or you want Connection to communicate with a specific Office 365 server in case the hostname or the IP Address of the specific Office 365 server is known. Auto Discovery is the recommended option. If Connection is not already configured to use DNS, use the following CLI commands to configure DNS: set network dns set network dns options We recommend that you configure Connection to use the same DNS environment in which the Active Directory environment is publishing its records. For more information on the CLI commands, see the applicable Command Line Interface Reference Guide for Cisco Unified Communications Solutions at http://www.cisco.com/en/us/products/ps6509/prod_maintenance_guides_list.html 6. Create an Active Directory account to be used for Connection unified messaging services, and grant the account the applicable permissions. See the Creating the Unified Messaging Services Account on Office 365 and Granting Permissions for Cisco Unity Connection 8.6(2) and Later section on page 3-9. 7. If you are using single inbox and users do not already have added SMTP proxy addresses: Add proxy addresses to Connection user accounts. For more information, see the "SMTP Proxy Addresses in Cisco Unity Connection 8.x" section in the "Setting Up Features and Functionality That Are Controlled by User Account Settings in Cisco Unity Connection 8.x" chapter of the User Moves, Adds, and Changes Guide for Cisco Unity Connection, available at http://www.cisco.com/en/us/docs/voice_ip_comm/connection/8x/user_mac/guide/8xcucmacx.htm l. 8. Update class of service settings as required: Unified Messaging Guide for Cisco Unity Connection 3-7

Chapter 3 Configuring Cisco Unity Connection 8.6(2) and Later and Microsoft Office 365 for Unified Messaging Task List for Configuring Cisco Unity Connection 8.6(2) and Later and Office 365 for Unified Messaging Enable single inbox in one or more classes of service. For more information, see the Single Inbox in Cisco Unity Connection 8.5 and Later section in the Setting Up Features and Functionality That Are Controlled by Class of Service in Cisco Unity Connection 8.x chapter of the User Moves, Adds, and Changes Guide for Cisco Unity Connection Release 8.x, available at http://www.cisco.com/en/us/docs/voice_ip_comm/connection/8x/user_mac/guide/8xcucmacx.html. te that all users who are configured to use single inbox must be in a class of service in which single inbox is enabled. Cisco Unified Communications Manager Business Edition only: Connection counts all users in a class of service in which single inbox is enabled as single inbox users even if they are not configured to use single inbox. For example, if a Connection server is licensed for 200 single-inbox users, and if you have three classes of service in which single inbox is enabled, the total number of users assigned to those three classes of service cannot exceed 200 users. This is true even if you only configure 50 users to use single inbox. Enable text-to-speech access to Exchange voice messages on one or more classes of service: check the Allow Access to Advanced Features check box on the applicable class of service page, and then check the Allow Access to Exchange Email by Using Text to Speech (TTS) check box. 9. If classes of service for single-inbox users have Delete Messages Without Saving to Deleted Items Folder enabled: We recommend that you configure message aging and/or message quotas. Otherwise, messages deleted from Outlook may never be permanently deleted from Connection. For more information, see the Synchronizing Voice Messages in Connection and Office 365 Mailboxes in Cisco Unity Connection 8.6(2) and Later (Single Inbox) section on page 3-2. For more information on configuring message aging and message quotas for Connection, see the Controlling the Size of Mailboxes in Cisco Unity Connection 8.x chapter in the System Administration Guide for Cisco Unity Connection Release 8.x, available at http://www.cisco.com/en/us/docs/voice_ip_comm/connection/8x/administration/guide/8xcucsagx.html. 10. Configure one or more Connection unified messaging services. See the Creating a Unified Messaging Service to Access Office 365 from Cisco Unity Connection 8.6(2) and Later section on page 3-12. 11. Selected configurations: For the following configuration, upload SSL certificates on the Connection server to encrypt communication between Connection and Office 365 and between Connection and Active Directory: If you configured Connection to search for and communicate with different Exchange servers, to use LDAPS to communicate with domain controllers, and to validate certificates for domain controllers in Task 10. Caution When you allow Connection to search for and communicate with Office 365 servers, Connection communicates with Active Directory servers using Basic authentication. By default, the user name and password of the unified messaging services account and all other communication between the Connection and Active Directory servers is sent in clear text. If you want this data to be encrypted, in Task 10. you must configure unified messaging services to communicate with Active Directory domain controllers by using the secure LDAP (LDAPS) protocol. For more information, see the Uploading CA Public Certificates for Exchange and Active Directory Servers to the Cisco Unity Connection 8.5 and Later Server, page 2-33. 3-8 Unified Messaging Guide for Cisco Unity Connection

Chapter 3 Configuring Cisco Unity Connection 8.6(2) and Later and Microsoft Office 365 for Unified Messaging Creating the Unified Messaging Services Account on Office 365 and Granting Permissions for Cisco Unity Connection 12. Test the unified messaging configuration. See the following sections: Testing Unified Messaging Services for Cisco Unity Connection 8.6(2) and Later, page 3-13 Testing Unified Messaging Accounts for Cisco Unity Connection 8.6(2) and Later, page 3-14 Testing System Configuration, Including Unified Messaging, with Office 365 and Cisco Unity Connection 8.6(2) and Later, page 3-14 Testing Access to Office 365 Calendars for Cisco Unity Connection 8.6(2) and Later, page 3-15 13. If Connection voice messages are automatically being moved to the Outlook Junk Items folder: Change the Outlook configuration to add the sender of the voice message or the sender s domain to the safe sender s list. For more information, see Outlook Help. 14. To teach users how to use the Connection calendar, refer them to the following: For listing, joining, and scheduling meetings, see the Cisco Unity Connection Phone Menus and Voice Commands chapter of the User Guide for the Cisco Unity Connection Phone Interface (Release 8.x) at http://www.cisco.com/en/us/docs/voice_ip_comm/connection/8x/user/guide/phone/b_8xcucu gphone.html. For importing Exchange contacts, see the Managing Your Personal Contacts chapter of the User Guide for the Cisco Unity Connection Messaging Assistant Web Tool (Release 8.x) at http://www.cisco.com/en/us/docs/voice_ip_comm/connection/8x/user/guide/assistant/b_8xcu cugasst.html. For using personal call transfer rules, see the User Guide for the Cisco Unity Connection Personal Call Transfer Rules Web Tool (Release 8.x) at http://www.cisco.com/en/us/docs/voice_ip_comm/connection/8x/user/guide/pctr/b_8xcucugp ctr.html. te Office 365 servers, which Connection accesses have authentication mode set to Basic and web-based protocol set to HTTPS. Creating the Unified Messaging Services Account on Office 365 and Granting Permissions for Cisco Unity Connection 8.6(2) and Later Cisco Unity Connection accesses Office 365 mailboxes by using a domain service account called the unified messaging services account. After you create the account, you grant it the rights necessary for Connection to perform operations on behalf of the user. See the following section: Task list for Creating the Unified Messaging Services Account and Granting Permissions for Cisco Unity Connection 8.6(2) and Later, page 3-10 Unified Messaging Guide for Cisco Unity Connection 3-9

Chapter 3 Configuring Cisco Unity Connection 8.6(2) and Later and Microsoft Office 365 for Unified Messaging Task list for Creating the Unified Messaging Services Account and Granting Permissions for Cisco Unity Connection Task list for Creating the Unified Messaging Services Account and Granting Permissions for Cisco Unity Connection 8.6(2) and Later 1. Create one or more service accounts on the Office 365 servers with which you want Connection to communicate. te the following: Give the account a name that identifies it as the unified messaging services account for Connection. Do not create a Office 365 mailbox for the account. Caution If you create a mailbox for the account, unified messaging will not function properly. Do not add the account to any administrator group. Do not disable the account, or Connection cannot use it to access Office 365 mailboxes. Specify a password that satisfies the password-security requirements of your company. The password is encrypted with AES 128-bit encryption and stored in the Connection database. The key that is used to encrypt the password is accessible only with root access, and root access is available only with assistance from Cisco TAC. When you are configuring unified messaging for a Connection cluster, Connection automatically uses the same unified messaging services account for both Connection servers. When you are configuring unified messaging for intersite networking or for intrasite networking, you can use the same unified messaging services account for more than one Connection server. However, this is not a requirement and does not affect functionality or performance. 2. For Assigning the Impersonation Rights to Service Accounts see the following Section,Release 8.x at Assigning the Application Impersonation Management Role to Unified Messaging Services Accounts for Cisco Unity Connection 8.6(2) and Later (Office 365 only), page 3-10 Assigning the Application Impersonation Management Role to Unified Messaging Services Accounts for Cisco Unity Connection 8.6(2) and Later (Office 365 only) To Assign the Application Impersonation Management Role to Unified Messaging Services Accounts for Cisco Unity Connection 8.6(2) (Office 365 Only) Step 1 Step 2 To configure impersonation in Office 365, you must run a Windows PowerShell script. For details see the, Accessing Office 365 Using Remote Exchange Management PowerShell section on page 3-11" section. You must have the permission to run the New-ManagementRoleAssignment cmdlet. By default the administrators have this permission. 3-10 Unified Messaging Guide for Cisco Unity Connection

Chapter 3 Configuring Cisco Unity Connection 8.6(2) and Later and Microsoft Office 365 for Unified Messaging Accessing Office 365 Using Remote Exchange Management PowerShell Use "New-ManagementRoleAssignment" Exchange Management Shell cmdlet to grant the service account permission to impersonate all the users in the organization. new-managementroleassignment -Name:RoleName -Role:ApplicationImpersonation -User:Account Step 3 where: Name parameter specifies the name of the new role assignment, for example, ConnectionUMServicesAcct. The name that you enter for RoleName appears when you run get-managementroleassignment. -Role parameter indicates that the ApplicationImpersonation role is assigned to the user specified by the User parameter. User is the name of the unified messaging services account in alias@domain format. For example: New-ManagementRoleAssignment Name "ConnectionUMServicesAcct" Role "ApplicationImpersonation" User serviceaccount@example.onmicrosoft.com If you created more than one unified messaging services account, repeat Step 2 for the remaining accounts. Specify a different value for RoleName for each unified messaging services account. te A user account with admin access on Office 365 have impersonation rights by default. Accessing Office 365 Using Remote Exchange Management PowerShell To Access Office 365 Using Remote Exchange Management Power Shell Step 1 Step 2 Step 3 Step 4 Run Windows PowerShell as administrator On a Windows PowerShell endpoint, run the following command and enter the Office-365 administrator account credentials for authentication in the popup window. $LiveCred = Get-Credential To establish a remote Windows PowerShell session with Office 365, use the New-PSSession Windows PowerShell cmdlet to connect with the generic remote Windows PowerShell endpoint at http://ps.outlook.com/powershell. Run the following command to create Remote Exchange Shell Session. $Session = New-PSSession -ConfigurationName Microsoft.Exchange -ConnectionUri https://ps.outlook.com/powershell/ -Credential $LiveCred -Authentication Basic -AllowRedirection Run the following command to Import all Remote Exchange Shell Commands to the local client side session. Unified Messaging Guide for Cisco Unity Connection 3-11

Chapter 3 Configuring Cisco Unity Connection 8.6(2) and Later and Microsoft Office 365 for Unified Messaging Accessing Office 365 Using Remote Exchange Management PowerShell Import-PSSession $Session Creating a Unified Messaging Service to Access Office 365 from Cisco Unity Connection 8.6(2) and Later Do the following procedure to create one or more unified messaging services. To Create a Unified Messaging Service to Access Office 365 from Cisco Unity Connection 8.6(2) and Later Step 1 Step 2 Step 3 In Cisco Unity Connection Administration, expand Unified Messaging, then select Unified Messaging Services. On the Search Unified Messaging Services page, select Add New. Decide which options to select for the Message Action for Email and Message Action for Fax lists at the bottom of the page. (For field information, on the Help menu, select This Page.) If you want to select Relay the Message or Accept and Relay the Message for either list, you must first configure an SMTP Smart Host on the System Settings > SMTP Configuration > Smart Host page. Connection Administration will not let you save a new unified messaging configuration with those settings when no SMTP Smart Host is configured. Step 4 On the New Unified Messaging Service page, in the Type list, select Office 365. Step 5 Step 6 Step 7 Step 8 Check the Enabled check box to enable the service. For information on synchronization behavior if you later disable a unified messaging service for which single inbox is enabled, see the How Disabling and Re-enabling Single Inbox Affects the Synchronization of Connection and Office 365 Mailboxes section on page 3-5 In the Display Name field, enter a descriptive name. If you are creating more than one unified messaging service for Office 365, note that this is the name that will appear on the Users > Unified Messaging Accounts page when you configure users for unified messaging. Enter a display name that will simplify choosing the correct unified messaging service for each user. If you want Connection to validate the SSL certificate from the Exchange server, check the Validate Certificates for Exchange Servers check box. In the Proxy Server field, enter the IP Address and port in the Adress:Port or Hostname:Port format. te Step 9 Proxy Server is an optional field that allows you to route the traffic using a Proxy server when the Office 365 network is not accessible from Connection. In the Hosted Exchange servers section, if you want Connection to access a specific Hosted Exchange server, skip to Step 10. If you want Connection to automatically find Hosted Exchange client access servers, do the following: a. Select Search for Hosted Exchange Servers. b. In the Active Directory DNS Domain Name field, enter the DNS domain name of the Active Directory domain provided for Hosted Exchange servers by Office 365. c. If you have Hosted Exchange servers in more than one Active Directory site, you can improve performance if you specify the site that contains the domain controllers that you want Connection to use to find Exchange servers. In the Active Directory Site Name field, enter the name of the site. 3-12 Unified Messaging Guide for Cisco Unity Connection

Chapter 3 Configuring Cisco Unity Connection 8.6(2) and Later and Microsoft Office 365 for Unified Messaging Testing Unified Messaging Services for Cisco Unity Connection 8.6(2) and Later d. In the Protocol Used to Communicate with Domain Controllers list, select whether Connection should use LDAP or secure LDAP (LDAPS) when communicating with Active Directory to find Hosted Exchange servers. Caution Step 10 Step 11 Step 12 Caution: When you select Search for Hosted Exchange Servers, Connection communicates with Active Directory servers using Basic authentication. As a result, the username and password of the unified messaging services account and all other communication between the Connection and Active Directory servers is in clear text. If you want this data to be encrypted, you must select Secure LDAP (LDAPS) in the Protocol Used to Communicate with Domain Controllers list and upload certificates from the certification authority that issued the SSL certificates for Active Directory servers to both tomcat-trust and Connection-trust locations. e. If you want Connection to validate the SSL certificate from Active Directory domain controllers, check the Validate Certificates for Active Directory Domain Controllers check box. Self-signed certificates cannot be validated. If you selected LDAPS from the Protocol Used to Communicate with Domain Controllers list, and if you are using self-signed certificates, do not check the Validate Certificates for Active Directory Domain Controllers check box. If you do check the check box, Connection will not be able to access domain controllers to search for Hosted Exchange servers. f. Skip to Step 9. To configure Connection to access a specific Hosted Exchange server, do the following: a. Select Specify a Office 365 Server. b. In the Hosted Exchange Server field, enter the fully qualified domain name or the IP address of the Hosted Exchange server that you want Connection to access. In the Username and Password fields, enter the Active Directory username and password for the Domain Service account provided by Microsoft Office 365. The username must be in User Principal Name(username@domain.com) format. Under Service Capabilities, select the features that you want this unified messaging service to allow. te When you configure unified messaging for Connection users, you can disable for an individual user any feature that you enable here. However, you cannot enable for an individual user any feature that you disable here. For information on synchronization behavior if you later disable a unified messaging service for which single inbox is enabled, see the How Disabling and Re-enabling Single Inbox Affects the Synchronization of Connection and Office 365 Mailboxes section on page 3-5 Step 13 Step 14 Under Synchronize Connection and Office 365 Mailboxes (Single Inbox), choose message actions for email and for fax. (For field information, on the Help menu, select This Page.) Select Save Testing Unified Messaging Services for Cisco Unity Connection 8.6(2) and Later Do the following procedure to test one or more unified messaging services. Unified Messaging Guide for Cisco Unity Connection 3-13

Chapter 3 Configuring Cisco Unity Connection 8.6(2) and Later and Microsoft Office 365 for Unified Messaging Testing Unified Messaging Accounts for Cisco Unity Connection 8.6(2) and Later To Test Unified Messaging Services for Connection 8.5 Step 1 Step 2 Step 3 Step 4 Step 5 In Cisco Unity Connection Administration, expand Unified Messaging, then select Unified Messaging Services. On the Search Unified Messaging Services page, select the service that you want to test. On the Edit Unified Messaging Service page, select Test. If the test results showed configuration problems, resolve the problems, then repeat the test. If you configured two or more unified messaging services, repeat Step 1 through Step 4 to test the remaining services. Testing Unified Messaging Accounts for Cisco Unity Connection 8.6(2) and Later Do the following procedure to test one or more of the unified messaging accounts that you created in the Creating the Unified Messaging Services Account on Office 365 and Granting Permissions for Cisco Unity Connection 8.6(2) and Later, page 3-9 To Test User Access to Office 365 for Individual Cisco Unity Connection 8.6(2) Users Step 1 Step 2 In Cisco Unity Connection Administration, expand Users, then select Users. On the Search Users page, select the alias of a user who is configured for one or more unified messaging features for Office 365. te If the user alias does not appear in the search results table, set the applicable parameters in the search fields at the top of the page, and select Search. Step 3 Step 4 Step 5 Step 6 On the Edit User Basics page, on the Edit menu, select Unified Messaging Accounts. Select a unified messaging account for Exchange. On the Edit Unified Messaging Account page, select Test. Review the results, resolve problems, if any, and re-run the test until no more problems are found. Testing System Configuration, Including Unified Messaging, with Office 365 and Cisco Unity Connection 8.6(2) and Later You can run a Connection system test that includes tests of the unified messaging configuration and that provides summary data on configuration problems, if any, for example, the number of accounts assigned to a specified unified messaging service that has configuration problems. 3-14 Unified Messaging Guide for Cisco Unity Connection

Chapter 3 Configuring Cisco Unity Connection 8.6(2) and Later and Microsoft Office 365 for Unified Messaging To Check System Configuration, Including Unified Messaging Configuration for Cisco Unity Connection 8.6(2) Step 1 Step 2 Step 3 Step 4 Step 5 In Cisco Unity Connection Administration, expand Tools, then select Task Management. On the Task Definitions page, select Check System Configuration. Select Run w. Select Refresh to display links to the latest results. Review the results, resolve problems, if any, and re-run the Check System Configuration task until no more problems are found. Testing Access to Office 365 Calendars for Cisco Unity Connection 8.6(2) and Later If you configured Connection access to Office 365 calendars, do the following procedure. To Test Access to Office 365 Calendars for Cisco Unity Connection 8.6(2) Step 1 Step 2 Step 3 Step 4 Step 5 Step 6 Step 7 Sign in to Outlook. On the Go menu, select Calendar. On the File menu, select New > Meeting Request. Enter values in the required fields to schedule a new meeting for the current time, and invite a user who has an account on Cisco Unity Connection. Select Send. Sign in to the Cisco Unity Connection mailbox of the user that you invited to the Outlook meeting in Step 4. If the user account is configured for speech access, say Play Meetings. If the user account is not configured for speech access, press 6, and then follow the prompts to list meetings. Connection reads the information about the Exchange meeting. Unified Messaging Guide for Cisco Unity Connection 3-15

Chapter 3 Configuring Cisco Unity Connection 8.6(2) and Later and Microsoft Office 365 for Unified Messaging Testing Access to Office 365 Calendars for Cisco Unity Connection 8.6(2) and Later 3-16 Unified Messaging Guide for Cisco Unity Connection

Unity Conversion Cut Sheet 1 2 3 4 5 6 7 8 9 10 11 12 13 14 A B C D E F G H I J Alias Extension Last Name First Name Display Name Email Location Info Box? Alternates #s (list) Duplicate Ext? Required Required Required Required no spaces #s only spaces at beginning or ending lower case Pick one list of #s #s only left of email @ 10 digit Site 1 Yes Yes or match Extension Site 2 Site 3 Site 4 Site 5 provide provide provide provide provide provide Printed 4/17/2012 at 10:14 AM 1 of 4

Unity Conversion Cut Sheet 1 2 3 4 5 6 7 8 9 10 11 12 13 14 K L M N O P List in Directory? Zero out destination Zero out NA Destination Relay email tification phone tification email Pick one #s only lower case #s only lower case Yes 10 digit Original caller mailbox Zero out mailbox provide Printed 4/17/2012 at 10:14 AM 2 of 4

Unity Conversion Cut Sheet 1 2 3 4 5 6 7 8 9 10 11 12 13 14 Q R S T U V W X COS part A COS part B COS part C Active Schedule Message Aging Mailbox Quota Quota Warning Quota no Send Required Required Required Required Required Required Pick one Pick one Pick one Pick one Pick one Pick one Pick one Pick one Basic 1 Min / 3 Min Outdial block LD All Hours M-F 2DayRecycle System 42 min (default) 46 min (default) Synced Inbox 3 Min / 5 Min Outdial allow LD 7x24 8DayRecycle Custom specify other specify other Synced Power User 5 Min / 15 Min M-F 8-430 18DayRecycle+ Info only box 15 Min info M-F 7-430 40DayAutoDel M-F 730-4 M-F 8-4 M-F 8-5 M-F 6-10 Other? 90DayAutoDel Aging 7DayRelay provide provide provide provide provide Printed 4/17/2012 at 10:14 AM 3 of 4

Unity Conversion Cut Sheet 1 2 3 4 5 6 7 8 9 10 11 12 13 14 Y Quota no Receive Pick one 50 min (default) Yes specify other provide Z Sync with EUCC Pick one Printed 4/17/2012 at 10:14 AM 4 of 4

Unity Voicemail Menu of Options Choose a box type same rate FY12 and FY13 proposed: IPT voicemail $1/box monthly, except as noted. Basic Box Synched Inbox Synched Power User Info Box A basic voicemail box includes all the traditional voicemail features. Secure messaging is available All the features of the Basic Box, plus accessing voicemail messages from within EUCC Email and accessing EUCC Email and Calendar from within Voicemail. Includes speech recognition menus. All the features of the Synched Inbox, plus a web interface for users to manage some of their own voicemail preferences and increased options for private distribution lists. Just like a Basic Box, except callers only hear the greeting and can t leave messages. Secure messaging is available Secure messaging is available Choose a recording length same rate Standard 1:3 Expanded 3:5 Jumbo 5:15 Info Box Special 15 1 minute greeting 3 minute messages (95% of boxes should be ok with this) 3 minute greeting 5 minute messages (Maybe for executive staff) 5 minute greeting 15 minute messages (Maybe for special purposes) 15 minute greeting only Pick a smaller box if you can (The other sizes can be used for info boxes) Choose an out-dial permission different rates Toll Blocked Calls that originate from the voicemail system (like zero outs) cannot be toll from the Twin Cities calling area. Toll Allowed Calls that originate from the voicemail system (like zero outs) can be toll This box costs more per month - $5 OET 4-11-12 Page 1 of 2

Unity Voicemail Menu of Options Choose an active schedule same rate FY12 and FY13 proposed: IPT voicemail $1/box monthly, except as noted. Always Active The voicemail box behaves the same all day long. Standard Hours The voicemail box can act differently during inactive hours. Pick one: {M-F 8-4:30} {M-F 7-4:30} {M-F 7:30-4} {M-F 8-4} {M-F 8-5} {M-F 6-10} Special Hours Need something different? Just let us know Choose a message aging policy same rate (calendar days apply) 8 Day Recycle 18 Day Recycle + 40 Day Auto-Delete 90 Day Auto-Delete New messages stay new Saved messages stay saved Deleted messages permanently delete after 8 days Choose a quota New messages stay new. Saved messages are moved to the deleted box after 10 days and emails notify the user for the last 3 days of the 10 days. Deleted messages permanently delete after 8 days. New messages are moved to the saved box after 30 days Saved messages are moved to the deleted box after 10 days and emails notify the user for the last 3 days of the 10 days. Deleted messages permanently delete after 2 days. *Some new messages may never be heard New messages are moved to the saved box after 80 days Saved messages are moved to the deleted box after 10 days and emails notify the user for the last 3 days of the 10 days. Deleted messages permanently delete after 2 days. *Some new messages may never be heard System Default Per User Custom Relay Option tification Option Almost full warnings at 42 minutes Can t send messages at 46 minutes Can t receive messages at 50 minutes You pick different values for the times listed in the System Default quota. Please keep the cost of voicemail low by only using Custom for less than 5% of your voicemail boxes Future: higher rates could apply. Send a.wav of voicemail to an email address. Generally not needed if on EUCC email use synched options instead to email address -or- to phone numbers (pager, cell, etc.) with optional sign-in directly to voicemail account OET 4-11-12 Page 2 of 2

OET Voicemail Tech Specs Class of Service Allow User to Record Name Maximum Length Recorded Name (seconds) 20 Allow Users to Choose to Be Listed in the Directory Maximum Length Greetings (seconds) Allow Users to Access Voice Mail Using Synched Inbox Allow Access to Exchange Email by Using Text to Speech (TTS) Allow Users to Use Voice Recognition Allow Users to Use the Messaging Assistant Maximum Length (Message from Identified "on-net" Caller) (seconds) Allow Users to Send Messages to System Distribution Lists Users Can Reply to Messages from Other Users by Calling Them Users Can Reply to Messages from Unidentified Callers by Calling Them Maximum Private Distribution Lists Per User (1-99) Maximum Members Per List (1-999) Out-calling Restriction Table Transfer Restriction Table Default System Mailbox Quotas System Warning Quota (in MB and 1 MB 2 Minutes) System Send Quota (in MB and 1 MB 2 Minutes) System Send/Receive Quota (in MB and 1 MB 2 Minutes) Other System Settings Require Users to Record Names at Enrollment Prompt user to record an introduction when forwarding messages Save Speed and Volume Changes Made by user Authentication Rules Yes Ranging by COS Yes/ by COS Yes/ by COS Yes/ by COS Yes/ by COS Ranging by COS Yes Yes/ by COS Ranging by COS Ranging by COS Toll or Toll by COS Toll or Toll by COS 21 MB 23 MB 25 MB Yes Yes Failed Sign-In Attempts PIN & Pwd. 5 Reset Failed Sign-In Attempts Count Every (minutes) PIN & Pwd. 30 Lockout Duration (minutes) PIN 30, Pwd. 1440 Minimum Duration Between Credential Changes (days) PIN & Pwd. 15 Credential Expires After (days) PIN 180, Pwd. 90 Expiration Warning Days PIN & Pwd. 15 Minimum Credential Length PIN 6, Pwd. 8 Stored Number of Previous Credentials PIN & Pwd. 12 Message Expiration Message Recordings Expire in X Days 187 Mailbox Defaults Send n-delivery Receipts on Failed Message Delivery Skip PIN When Calling From a Known Extension = NO Callers Can Edit Messages Reserved Caller Input Keys 0, #, * Respond to Requests for Read Receipts Touchtone Conversation Menu Style [Full, Brief] Time format [12-Hour, 24-Hour] Use Voice Recognition Input Style After Sign-In, Play User's Recorded Name After Sign-In, Play Alternate Greeting tification After Sign-In, Play User's New Messages Automatically When Exiting the Conversation For new Messages, Play Total of All Message Count For new Messages, Play Voice Message Count For Saved Messages, Play Save Message Count New Message Play Order Sort By Message Type [List] Then By [List] Saved Message Play Order Sort By Message Type [List] Then By [List] Deleted Message Play Order [List] Before Playing Each Message, Play Sender's Information Before Playing Each Message, Play Include Extension Before Playing Each Message, Play Sender's ANI Before Playing Each Message, Play Message Number Before Playing Each Message, Play Time the Message was Sent Before Playing Each Message, Play Message Duration Yes Yes Yes Full 12-Hour Yes Yes Yes Hang Up Fast Forward Message by X milliseconds 5000 Rewind Message by X milliseconds 5000 When Disconnected or User Hangs Up During Message Playback mark new After Playing Each Message, Play Sender's Information After Playing Each Message, Play Include Extension After Playing Each Message, Play Sender's ANI After Playing Each Message, Play Message Number After Playing Each Message, Play Time the Message was Sent After Playing Each Message, Play Message Duration After Playing the After Message Menu Automatically Advance to the Next Message When Deleting a Message Confirm Deletions of New and Saved Messages Enter Recipient By [Spelling, Extension] Confirm Recipient by Name Continue Adding Names After Each Recipient Automatically Add Recipients to Addressing Priority List Retain Urgency Flag When Forwarding or Replying to Messages When a Call Is Disconnected or the User Hangs Up [Send, Discard, Save] Yes Yes Urgent first Oldest first Urgent first Oldest first Oldest first Yes Yes Yes Extension Send OET Unity Voicemail 3-20-12

Unity Voicemail Conversion tes and Future tes 1. There is no one-time charge for the Unity standard voicemail box conversion for those customers that use OET s Octel system today. 2. If the customer implements additional features after their initial deployment, a minimum of three project hours will be billed if your organization changes 100 or more mailboxes. The billable hours are based on size of the user base for the additional feature, and will be quoted individually. 3. Customers with ECPs we will work with each customer to review the ECPs and recommend a conversion plan either move to Unity Call Handlers or IVR scripts. The costs are $38 per port monthly either way, plus one-time charges. The Call Handlers or IVR scripts are individually designed, and the charges will be quoted by Call Handler or script. The ECP transitions may be managed separately from the mailbox conversions. 4. OET will deliver Train-the-Trainer sessions by WebEx. 5. Default PINs and passwords OET will provide to each customer for each user. Future 1. Directory Handlers (callers can access a directory by site or larger) will be available after the initial conversion to Unity is completed. The costs are $38 per port monthly, plus one-time charges. The directory handlers are individually designed, and the charges will be quoted individually. 2. System distribution lists will be built by OET. A system distribution list distributes a voicemail message to a large group, e.g., all staff meeting or the entire agency. They will be available after the initial conversion to Unity is completed. There are one-time charges, and will be quoted individually. te: a standard voicemail user has the ability to build personal distribution lists through the Messaging Assistant website, if their class of service allows. Personal distribution lists have a smaller size limit than a system distribution list. tes and Future Page 1 of 1 March 20, 2012

Sample User Communications 1. Implementation of Unity voicemail (te: this conversion was for OET s internal use and included the synchronized mailbox option.) All staff will be upgraded to a new voicemail system called Unity Connection that integrates voicemail with Outlook, allowing you to receive and listen to voicemail through your email. The upgrade is scheduled to happen between (times/dates). After the conversion, you will automatically be connected to the new system, and you ll need the special instructions for setting everything up. Recordings and saved messages in the old voicemail system will not be moved to the new Unity system. Where to find instructions and information All the instructions and information you need are located at (internal website) in the New Voicemail Service announcement, including: o At-A-Glance Voicemail Reference o Voicemail Commands Quick Reference o Voicemail Enrollment Guide o Synchronized Inbox o Messaging Assistant Website Guide Login information You received an earlier email with your default voicemail PIN number and default Messaging Assistant password. Keep this email handy you ll need it to complete your voicemail setup. If you lost the email or need help, please contact the Service Desk. Important points please read: 1. Use the Voicemail Commands Quick Reference for information about accessing your voicemail. 2. PIN numbers: - The first time you access the new voicemail, you will be prompted for your PIN. Use the default initial PIN that you received earlier by separate email. - The system will then prompt you to change your PIN. - A spoken tutorial will walk you through personalizing your mailbox (recording your name and greeting). - PIN requirements: see the user instructions on (internal website) for specific details about choosing a PIN. 3. Go to the (internal website) for step-by-step instructions and handy tools for interacting with voice messages through Outlook. - New messages will activate the message waiting light on your phone. - You can listen to voicemail through the phone, or play the voicemail on your computer with a media player. 4. If you use a BlackBerry or smartphone or other mobile device, as well as Outlook Web Access (OWA) you will be able to access your voicemail messages in Outlook through any of these methods How can I retrieve messages from the old voicemail system (Octel)? Old mailboxes will be disconnected on (day/date/time). Until then, you can still retrieve any messages from the old voicemail system. There is no way to move a message from the old system to the new system. If you have a special need regarding messaging on the old system, please contact (helpdesk). User Communications Examples Page 1 of 2

To retrieve any voicemail messages saved in your old mailbox: 1. Call the old system at 651.556.7600 2. Press [#] and enter your mailbox number (ten-digit phone number) and Octel password. What s different about the new system? 1. (Name of your organization) could/will (possibly) be on a separate voicemail system from some other government users, depending on the timing of (your) and their conversion projects. 2. Your phone message waiting light may light up, even though you have no new messages. - This may occur until the old Octel voicemail system is disconnected. - How to fix it: If the light is on, but you have no messages in your new Unity Connection voicemail, call the old Octel system (see instructions above). See if you have a new message. This may happen if someone from outside (name of your organization) forwarded a voice message to you. We appreciate your understanding and patience. Please contact (xxxxx) if you need assistance. 2. Remove access to old Octel system All (name of your organization) users have now been upgraded to the new voicemail service, Unity Connection. Access to the old voicemail system will be removed on (day/date/time). After then, you will no longer have access to messages in the old system. If you have voicemails in the old system that you need to retrieve, please make plans to do so before (day/date/time). 1. Call the old voicemail system at 651.556.7600. 2. From your office phone, you will be prompted for your password, enter your old password. 3. From any other phone, press [#] and enter your mailbox number (ten-digit phone number) and old password We appreciate your cooperation and patience during this service upgrade. User Communications Examples Page 2 of 2

Voicemail Enrollment Setup Guide Cisco Unity Connection Voicemail Version 8.6 March 29, 2012 When to use this guide: To set up a new voicemail account (first time access) As a quick reference for changing your voicemail PIN number

Voicemail Enrollment 1 Enrolling as a Unity Voicemail User First Time Access Your telephone administrator arranges for your office telephone service, including your Unity Connection voicemail box. There are two general ways your voicemail can be set up: 1. Standalone use only telephone key commands to interact with voice messages. Your voice messages are available only through telephone menus. 2. Synchronized your Outlook email and Unity voicemail communicate and synchronize. t sure which way you re set up? Consult your administrator. Voicemail that is synchronized with Outlook email provides enhanced messaging options. The synchronized message box gives you telephone access to your email and calendar through your voicemail, and allows you to access voicemail messages through your email. Before you are authorized to access voicemail, you will set up a PIN and perform other enrollment tasks by calling into the system. You are prompted through a brief setup process in three actions. Record Your Name and Greeting Step 1 From your own phone, press the Messages button and proceed to Step 3. TIP: Make sure to obtain your default PIN from your administrator before calling in for enrollment. Step 2 NOTE: You can access your voicemail over the phone from your own telephone, another phone that is part of the State of Minnesota IP voice service, or from any phone outside State services. From any other phone: 1. Call your own phone number 2. Press 9 when voicemail answers 3. Enter your voicemail ID (same as your ten-digit phone number) 4. Press # Step 3 Enter the default PIN (from your administrator), and press #. Step 4 Respond as prompted to: Record your name Record a personal greeting 658 Cedar Street Saint Paul, MN 55155 www.oet.state.mn.us

Voicemail Enrollment 2 Next you are prompted to set up a PIN. Set your PIN Step 1 After recording your name and greeting, you re prompted to set up a PIN. TIP: The PIN should be easy for you to remember but hard for others to guess. PIN requirements: Minimum of 6 digits, maximum of 24 t the same as previous 12 PINs t all the same digits (for example, 99999) Do not use same digit more than two times consecutively (for example, 99918). t consecutive digits (for example, 12345) t the same as your extension, nor does it spell your name Must contain at least three different digits repeated groups of three or more digits (for example, 9195919) Step 2 Set the PIN following the prompts, and press # to accept. You have now completed the enrollment to your new Unity voicemail box. 658 Cedar Street Saint Paul, MN 55155 www.oet.state.mn.us

Cluster 1 Accessing Voice Mail Through the Phone At-A-Glance Speech Recognition or Phone Key Commands Your Choice Retrieve: [1] New Messages [3] [1] Retrieve Old Messages Old Message Options [1] Saved Messages [2] [1] Review Deleted Messages During message: [1] Rewind [6] Fast playback [2] Pause/resume [6] [6] Faster playback [3] Fast-forward [3] [3] Fast-forward to end [#] Skip message [4] Slow playback [#] [#] Skip to end [4] [4] Slower playback After message: [1] Skip back [8] Reply [4] Replay message [8] [2] Reply to all [5] Play message properties [8] [8] Call subscriber [6] Forward message [9] Save [7] Delete [#] Save as is This option may not be available to all users. You can choose spoken commands or enter commands by pressing the phone keys. Use phone keys to enter commands: The system accepts phone key entry for all commands. To switch between voice/key commands, say or press [9]. Use the Messaging Assistant website to permanently select touchtone or speech recognition commands. [1] Erase Messages [5] Play message properties The Messaging Assistant website may not be available to all users. [2] Send a Message Record message Enter message destination- 10 digits [#] then: [#] Accept destination [ ] Cancel destination [#] Send now Message options [9] [1] Add name [1] Urgent [2] Return receipt [3] Private [4] Future delivery [5] Review recording [6] Re-record [7] Add to recording [#] Send [0] Help [9] [2] Hear and remove all names [9] [5] Send copy to self [1] Greetings [1] Record this greeting [2] Turn on/off alternate greeting [3] Edit other greeting [4] Hear all greetings [1] Change message notification [1] Pager [2] Home phone [3] Work phone [4] Mobile phone [2] Message settings [3] Change menu type [1] Select full or brief menus [4] Setup Options [3] Preferences [4] Edit private lists [1] Hear lists [2] Change names on list [1] Change PIN [4] Call transfer [2] Change recorded name [3] Change directory listing Access Your Voice Mailbox: From your assigned phone: Press messages button enter PIN [#] [5] Alternate contact numbers (ø out, etc.) [1] Hear calendar for today [2] Hear for tomorrow [6] Calendar * [3] Hear for a selected day [1] New Email Messages [7] External Messages * [3] Old Email Messages [1] Switch between transferring call to extension or voice mail [2] Alternate Extension [3] Closed [4] [1] Accept [4] [2] Decline [1] Repeat [2] Details [5] List Participants [6][1] Send Message to Organizer [6][2] Send Message to Participants [7] Previous [9] Skip to next [1] Repeat [3] [3] Fast forward to end [7] Delete [9] Save [9][9] Mark new t at your assigned phone two ways: 1. Call your telephone number: When hear your greeting, press [9] and enter PIN [#] 2. Call 651-201-0999 (Cluster 1 only): Press [ ] Enter your ID (10-digit phone no.) [#] Enter PIN [#] * Calendar and External Messages options may not be available to all users. Use Keys Anytime [0] Help [ ] Cancel or back up Version 3-18-12

Cluster 2 Accessing Voice Mail Through the Phone At-A-Glance Speech Recognition or Phone Key Commands Your Choice Retrieve: During message: [1] Rewind [6] Fast playback After message: This option may not be available to all users. You can choose spoken commands or enter commands by pressing the phone keys. [1] New Messages [2] Pause/resume [6] [6] Faster playback [3] Fast-forward [1] Skip back [8] Reply [4] Replay message [8] [2] Reply to all Use phone keys to enter commands: The system accepts phone key entry for all commands. [3] [1] Retrieve Old Messages Old Message Options [1] Saved Messages [2] [1] Review Deleted Messages [1] Erase Messages [3] [3] Fast-forward to end [#] Skip message [4] Slow playback [#] [#] Skip to end [4] [4] Slower playback [5] Play message properties [5] Play message properties [8] [8] Call subscriber [6] Forward message [9] Save [7] Delete [#] Save as is To switch between voice/key commands, say or press [9]. Use the Messaging Assistant website to permanently select touchtone or speech recognition commands. The Messaging Assistant website may not be available to all users. [2] Send a Message Record message Enter message destination- 10 digits [#] then: [#] Accept destination [ ] Cancel destination [#] Send now Message options [9] [1] Add name [1] Urgent [2] Return receipt [3] Private [4] Future delivery [5] Review recording [6] Re-record [7] Add to recording [#] Send [0] Help [9] [2] Hear and remove all names [9] [5] Send copy to self [1] Greetings [1] Record this greeting [2] Turn on/off alternate greeting [3] Edit other greeting [4] Hear all greetings [1] Change message notification [1] Pager [2] Home phone [3] Work phone [4] Mobile phone [2] Message settings [3] Change menu type [1] Select full or brief menus [4] Setup Options [3] Preferences [4] Edit private lists [1] Hear lists [2] Change names on list [1] Change PIN [4] Call transfer [2] Change recorded name [3] Change directory listing Access Your Voice Mailbox: From your assigned phone: Press messages button enter PIN [#] [5] Alternate contact numbers (ø out, etc.) [1] Hear calendar for today [2] Hear for tomorrow [6] Calendar * [3] Hear for a selected day [1] New Email Messages [7] External Messages * [3] Old Email Messages [1] Switch between transferring call to extension or voice mail [2] Alternate Extension [3] Closed [4] [1] Accept [4] [2] Decline [1] Repeat [2] Details [5] List Participants [6][1] Send Message to Organizer [6][2] Send Message to Participants [7] Previous [9] Skip to next [1] Repeat [3] [3] Fast forward to end [7] Delete [9] Save [9][9] Mark new t at your assigned phone two ways: 1. Call your telephone number: When hear your greeting, press [9] and enter PIN [#] 2. Call 651-201-0222 (Cluster 2 only): Press [ ] Enter your ID (10-digit phone no.) [#] Enter PIN [#] * Calendar and External Messages options may not be available to all users. Use Keys Anytime [0] Help [ ] Cancel or back up Version 3-18-12

QUICK REFERENCE: Voicemail Commands Use the quick references shown here to help you navigate quickly through voicemail options. Listen to your voicemail From your office phone Press the Messages button. Enter your PIN and #. From any phone (two options) Option 1: Call your phone number. When you hear the greeting, press 9. Enter your PIN, #. Option 2: Call 651-201-0999. Press *. Enter your ID (your 10-digit phone number) and [#]. Enter your PIN and #. Use spoken or key commands* This feature is available only for some users*. You can choose spoken commands or enter commands by pressing the phone keys. To switch between voice/key commands, say or press 9. Use these keys anytime 0 Help * Cancel or back up Need Help? Contact your telephone administrator or local help desk. C1_03/16/2012 1 Retrieve a message Choose options: During message: 1 Rewind 2 Pause/resume 3 Fast-fwd 3,3 Fast-fwd to end 4 Slow playback 4,4 Slower playback 5 Play message properties 6 Fast playback 6,6 Faster playback # Skip message ## Skip to end 3,1 Retrieve Saved Messages 2,1 Review deleted messages 1 Erase messages 2 Send a message After message: 1 Skip back 4 Replay message 5 Play message properties 6 Forward message 7 Delete 8 Reply 8,2 Reply to all 8,8 Call subscriber 9 Save # Save as is Record your message. Enter the10-digit destination phone number, then choose from the following options. # Send now/accept destination * Cancel destination Message options 9,1 Add name 1 Mark as urgent 2 Return receipt 3 Private 4 Future delivery 5 Review recording 6 Re-record 7 Add to recording 9, 2 Hear and remove all names 9, 5 Send copy to self # Send *These features may be available for only some users: if you have questions, please contact your telephone administrator or your local help desk. 4 Setup Options 1 Greetings: 1 Record this greeting 2 Turn on/off alt. greeting 2 Message settings: 1 Change message notification 1 Pager 2 Home phone 3 Work phone 4 Mobile phone 3 Change menu type 1 Select full or brief menu 4 Edit private lists 1 Hear lists 2 Change names on list 3 Edit other greeting 4 Hear all greetings 3 Preferences 1 Change PIN 2 Change recorded name 3 Change directory listing 4 Call transfer 1 Switch between transferring call to ext. or voicemail 2 Alternate extension 3 Closed 5 Forward to another number (alternate contact numbers, zero-out, etc.) 6 Calendar (May not be available for all users.*) 1 Today s calendar 4,1 Accept 4,2 Decline 2 Tomorrow s calendar 4,1 Accept 4,2 Decline 3 Selected day 1 Repeat 2 Details 5 List Participants 6,1 Send message to organizer 6,2 Send message to participants 7 Previous 9 Skip to next 7 External messages (May not be available*) 1 New emails 2 Old emails

QUICK REFERENCE: Voicemail Commands Use the quick references shown here to help you navigate quickly through voicemail options. Listen to your voicemail From your office phone Press the Messages button. Enter your PIN and #. From any phone (two options) Option 1: Call your phone number. When you hear the greeting, press 9. Enter your PIN, #. Option 2: Call 651-201-0222. Press *. Enter your ID (your 10-digit phone number) and [#]. Enter your PIN and #. Use spoken or key commands* This feature is available only for some users*. You can choose spoken commands or enter commands by pressing the phone keys. To switch between voice/key commands, say or press 9. Use these keys anytime 0 Help * Cancel or back up Need Help? Contact your telephone administrator or local help desk. C2_03/16/2012 1 Retrieve a message Choose options: During message: 1 Rewind 2 Pause/resume 3 Fast-fwd 3,3 Fast-fwd to end 4 Slow playback 4,4 Slower playback 5 Play message properties 6 Fast playback 6,6 Faster playback # Skip message ## Skip to end 3,1 Retrieve Saved Messages 2,1 Review deleted messages 1 Erase messages 2 Send a message After message: 1 Skip back 4 Replay message 5 Play message properties 6 Forward message 7 Delete 8 Reply 8,2 Reply to all 8,8 Call subscriber 9 Save # Save as is Record your message. Enter the10-digit destination phone number, then choose from the following options. # Send now/accept destination * Cancel destination Message options 9,1 Add name 1 Mark as urgent 2 Return receipt 3 Private 4 Future delivery 5 Review recording 6 Re-record 7 Add to recording 9, 2 Hear and remove all names 9, 5 Send copy to self # Send *These features may be available for only some users: if you have questions, please contact your telephone administrator or your local help desk. 4 Setup Options 1 Greetings: 1 Record this greeting 2 Turn on/off alt. greeting 2 Message settings: 1 Change message notification 1 Pager 2 Home phone 3 Work phone 4 Mobile phone 3 Change menu type 1 Select full or brief menu 4 Edit private lists 1 Hear lists 2 Change names on list 3 Edit other greeting 4 Hear all greetings 3 Preferences 1 Change PIN 2 Change recorded name 3 Change directory listing 4 Call transfer 1 Switch between transferring call to ext. or voicemail 2 Alternate extension 3 Closed 5 Forward to another number (alternate contact numbers, zero-out, etc.) 6 Calendar (May not be available for all users.*) 1 Today s calendar 4,1 Accept 4,2 Decline 2 Tomorrow s calendar 4,1 Accept 4,2 Decline 3 Selected day 1 Repeat 2 Details 5 List Participants 6,1 Send message to organizer 6,2 Send message to participants 7 Previous 9 Skip to next 7 External messages (May not be available*) 1 New emails 2 Old emails

SERVICE BULLETIN: 3-16-12 The Synchronized Inbox The synchronized inbox is a communications tool that links your email (EUCC/Outlook) and voicemail (Enterprise IP Telephony/Unity). Here are some main features and functions. New voicemail messages appear in your email inbox as new messages with.wav (audio) file attachments. Double click on the.wav file to hear the message through your computer using Windows Media Player (see figures 1 and 2). The Caller ID will be visible in the message that appears in Outlook. Voicemail messages on your phone and in your inbox are synced, so actions need not be repeated. For instance, listening to a voicemail through Outlook will cause the message light on your desk phone to go out, indicating the message has been heard. Listening/deleting the voicemail through the phone removes the email and attachment from Outlook. The.wav file associated with your voicemail/email can be stored in directories, folders or on a SharePoint site as needed. You can also check email/voicemails using mobile devices and Outlook Web Access (OWA). Calendar appointments and emails in your inbox can be read to you by calling into your voicemail. Figure 1: What to look for in your 2007 Outlook email inbox Figure 2.: File playing via Windows Media Player