Using 2 nd Nature. A tool to help you administer settings and services for Enterprise IPT Services

Transcription

1 Using 2 nd Nature A tool to help you administer settings and services for Enterprise IPT Services February 2013

2 Table of Contents What is 2nd Nature?...5 Who is this user guide for?...5 Ordering 2nd Nature...6 Receiving and installing the application...6 Modifying firewalls for access...6 COSWeb Service Requests...6 Terms and Structure: Things to know before you get started...7 Understanding Users, Phones and Directory Numbers...7 Glossary of Special Terms...7 Passwords...8 Changing your password...8 A good starting point if you get lost...9 System Lists and Framework Views...9 Opening the Framework view...9 Opening the System Lists view Navigating Within Table Views Table Navigation Tools Finds Adding Columns Sort Filter Tracking Projects and Changes Understanding Scheduled vs. Immediate Changes Creating a Project Scheduling Project Changes Monitoring Projects: Completed and In Progress Viewing Projects Deleting Projects Making Changes to Future Projects Selecting Projects Moving Project Changes

3 Undo Project Change(s) Making Telephony Changes, Additions and Subtractions Using a Template Adding User or Phone Objects without Templates Copying a Phone Modifying a User Row Editing Change History Understanding MAC Audit MAC Audit Unused Directory Numbers View Unused Directory numbers Reserve from Unused Directory Numbers Common Situations A new employee is getting an existing phone Creating a User An employee has changed name Modifying a User An employee has left Deleting Users A phone must be replaced Changing MAC addresses A phone is being upgraded from using roll-over lines to Call Waiting Changing Line Information Voic How to Create a Voic Box Voic Common Changes/Updates to a Mailbox Updating Name Updating Extension Partition (user s location/site) Class of Service List in Directory Updating address (Corp Address) Updating PIN and Password Updating Message Aging Policy Updating Message Relay Address and Action Updating/Adding Alternate Extension and MWI (Message Waiting Indicator)

4 Updating/Adding Unified Messaging Accounts (Single Inbox) (Synchronized Box) Updating Active Schedule (Schedule Set) Updating Maximum Message Length Updating/ Adding Zero Out Voic Extension Removal Process Voic How to Create an Information Box Important Notes / Reminders Creating an Information Box from Scratch Voic User Changing Within Same Site Voic Voic User Changing to a Different Site, but within the Same Agency Voic Handling Users Transition between Agencies Resetting Voic PINs Do You Still Need Help?

5 What is 2nd Nature? The 2nd Nature application is a single interface providing multiple state agencies and government entities individualized administrative access to multiple telephony systems. It benefits the state by allowing for the optional distribution of IP Phone and voic administration to IPT customers without the risk of one customer interfering with another. Its value added features include a change many capability, scheduling of changes and auditing and tracking of changes. 2nd Nature presents information in table form much like a desktop database application, with powerful search and query tools. These tools give the administrator the ability to explore their assigned IP phone resources, drilling down and scaling in and out of multiple object properties to troubleshoot problems, inventory resources, identify errors and then make programming changes to one or many objects immediately or as a scheduled project. Who is this user guide for? This user guide is for state agencies and other government entities who have IPT-Hosted phone service provided by MN.IT Services and who have chosen to have their telecom coordinator help administer their agency s portion of the system. This user guide is for telecom coordinators who have already attended some form of 2nd Nature training by MN.IT Services. This user guide assumes readers have some amount of technical and telephony experience. And that the reader is familiar with their own organization s telephony environment. Note: It is important to understand that since 2nd Nature has been customized for each agency using it, the illustrations in this user guide may look different than what you see for yourself. 5

6 Ordering 2nd Nature Receiving and installing the application The 2nd Nature installer file is available by request via Other type COSWeb order. Put the following information in the order: address The static, non-natted, IP address of the machine 2nd Nature will be running on* (see #3 in Modifying firewalls for access) Indicate if you need a CICM user account and password (needed to sign in to 2nd Nature) MN.IT Services will send you the install file along with instructions. Note: The application is a remote desktop application so it has a very small local footprint. Modifying firewalls for access 1. Firewalls will prevent 2nd Nature from working and must be changed. Here is what needs to be set: 2. The PC using 2nd Nature will need a static or fixed IP address. 3. The agency or organization with the PC will have to make sure that their firewall allows the PC s IP out to the 2nd Nature server at IP The application uses remote desktop protocol (RDP) on TCP port MN.IT Services needs to know the IP address* of the PC with 2nd Nature so we can configure our firewall. If you send this information via COSWeb order make sure you specify that you are providing the IP address for MN.IT Services to update their firewall. COSWeb Service Requests 1. Customer has completed programming in 2 nd Nature for the telephone - on the COSWeb request state that CUCM Programmed. 2. Customer has completed programming in 2nd Nature for the Unity voic on the COSWeb request state the Unity Programmed. Note: There is a one-time license fee for all new Unity voic boxes. The one-time fee will apply even if agencies complete the configuration of the Unity voic box. 6

7 Terms and Structure: Things to know before you get started Understanding Users, Phones and Directory Numbers Before you get started you should understand the relationship between IPT User Accounts, IPT Phones and IPT Directory Numbers (DNs). 2nd Nature sets up a structured relationship between these unique objects that is very important: User Accounts A user account is used to represent a person to the phone system. User account names must be unique. It is used for site directories (on the directories button of the phone), for signing into services on the phone and to access the CM User Webpage. Each user account can have zero or more phones assigned to it. Phones A phone is a physical phone device. Its MAC address is what uniquely identifies it to the system. A phone can have zero or one user to which it belongs, and a phone can have zero or more directory numbers assigned to it. Directory Numbers Directory numbers are simply unique phone numbers. DNs are assigned to phones. A DN can be assigned to more than one phone and a phone can be assigned more than one DN. However, a DN s settings are singular to the unique DN no matter how many phones it is assigned to. Glossary of Special Terms Busy trigger The busy trigger is the value of how many incoming calls a call appearance of a DN can receive on a single button of a phone. Common values are 1 or 2. This value is paired with Maximum number of calls: when Maximum number of calls is 2, busy trigger is usually 1, when Maximum number of calls is 4, busy trigger is usually 2. Call Manager, aka Cisco Unified Communication Manager (CUCM) The CUCM is a server device that holds user, phone and DN programming and helps phones make and receive calls. Calling Search Space, CSS A CSS defines where a phone can dial or forward to. The name of the CSS should indicate what might be allowed. For example, if the name includes the word local, that CSS does not allow long distance calling. Device Pool Determines which CUCM server a phone homes itself to. Each location is configured with two Device Pools; an odd one and an even one. For example, the DNR in Bemidji has Admin_DNRBE_3Admin_10C_6U_DP and Admin_DNRBE_4Admin_6U_10C_DP. The one with the 3 is the odd Device Pool. The one with the 4 is the even Device Pool. In order to maintain optimal failover and load balancing, assign odd primary numbered phones to odd Device Pools and even primary numbered phones to even Device Pools. Maximum number of calls The Maximum number of Calls is the value of how many incoming or outgoing calls a call appearance of a DN can have on a single button of a phone. Common values are 2 or 4. This value is paired with Busy trigger: Maximum number of calls is 2, Busy trigger is usually 1; when Maximum number of calls is 4, Busy trigger is usually 2. Route Partition Available directory numbers are assigned to a Route Partition. Route Partitions are named based on the location and the number type. Most public numbers are part of a Route Partition that includes the acronym DID in its name; e.g., Admin_DNR_DID. When assigning a phone a new DN, look up assigned or unassigned numbers by Route Partition. 7

8 Logging in to 2nd Nature Step 1: From your computer double click 2nd Nature desktop. Step 2: Enter your user name and password CICM\User Name. After you type your password, you can click Details. It will show you the sign-on progress. This can be helpful for troubleshooting. Note: Contact the MN.IT Services service desk at or if you need a username and password (or if you cannot remember your username or password). Step 3: A second log in screen is presented. If it is blank, type in your username without CICM\ in front of it. Click OK do not enter your password again. The 2nd Nature home page will appear. Passwords Changing your password Step 1: Log in to 2nd Nature. 8

9 Step 2: Press <Ctrl><Alt><End> simultaneously to bring up the Change a password option. Step 3: Choose Change a password Step 4: Enter Old password. Enter New password twice. Step 5: Click the button (a right-pointing white arrow in a blue oval) to the right of the input box. The password is changed. Note: Changing the 2nd Nature password also changes your CUIC password. A good starting point if you get lost System Lists and Framework Views Almost everything you do in 2nd Nature will start from either the System Lists view or the Framework view. The Framework view gives you your agency personalized tools. The System list view gives you your own customizable view into systems and their objects. Here is how you get to these two views: Opening the Framework view Image 1: On the 2nd Nature pull down menu click View. Select Framework. Note: If at any time you lose track of a specific view you can find it again using these steps. Image 2: The Framework view looks like this. Depending on your administrative rights you may not see all these options. You will always see the 3 key items Report Views, Templates and Changes. Image 3: Report Views agency specific report views are table like lists of phones and users that can be searched and queried. They can be all inclusive to an agency or can be configured to show individual agency locations. Image 4: Templates.agency specific templates are the best way to quickly create new phones or users. Templates can be created for any phone model and can be specific to a particular site or can be configured to work for multiple sites. Templates can optionally create a new user along with a phone or only create a user. Image 5: Changes has tools for checking the status of changes and projects. 9

10 The lists available under the Framework view are shared by all administrators of a site or location; any changes to them are universal. Opening the System Lists view Image 1: On the 2nd Nature Pull Down menu click View. Select System Lists. Note: If at any time you lose track of this view a specific view you can find it again using these steps. Image 2: The Framework view looks like this. Depending on your administrative rights you may not see all these options. You will always see these 2 key items. Phones (a list of all phone devices to which you have been granted access) and Users (a list of all phone users to which you have been granted access). The lists available under the System Lists view can be customized by each individual user to suit their own preferences and needs. 10

11 Navigating Within Table Views One of the most exciting features of 2nd Nature is that whenever viewing lists of data, from Phones to Users to Templates or Unassigned Directory Numbers, there is a common, powerful set of search, query and sort tools. Table Navigation Tools There are many table views within 2nd Nature: Phone or User Report Views Phones, Directory Numbers or Users System Lists views From within any of these tables you can right click and there are 4 navigation tools to make note of: 1. Find 2. Edit Columns 3. Edit Sort 4. Edit Filter Use each of these to help find, troubleshoot or inventory phones or users. Use them in combination for powerful, advanced queries. 11

12 Finds Use the Quick find fields to locate a known record or right-click while in the list chooser to use the Find, Edit Columns, Edit Sort and Edit Filter functions. You cannot do a Quick find on fields that are not populated in the drop-down list box. Step 1: Within the spreadsheet you would like to search, use Ctrl Find. Note: Column Find options mirror the spreadsheet view. For Customizing spreadsheet view see Setting Up Views. Step 2: Enter the Find criteria. Click Find Next. Adding Columns You may customize columns presented in your views. Virtually any detail about a phone, user or directory number can be added as a column. Having hundreds of items to choose from is both powerful and daunting as you experiment with this tool you will find good uses for it. Step 1: Right click within the body of the workspace. Choose Edit Columns. Step 2: Highlight and Click desired column(s). Step 3: Click Add. The chosen column is displayed in the lower left corner. 12

13 Sort Once you have the columns you are interested in you can sort on those columns. Unlike some applications, simply clicking the column headers does not sort the table. You must follow the steps below to sort on one or more columns. Step 1: Within the spreadsheet right-click a column and choose Edit. Step 2: Make the desired changes by highlighting the column and click Add. Step 3: Choose desired Sort order. Step 4: Click Ok. Sort order has been changed in your view. 13

14 Filter You can change the scope of what you see in the table by filtering on the contents of one or more column. You can add a filter to narrow down what you see or remove a filter to expand what you see. This is very useful when you are trying to locate a small number of items out of a large table. Step 1: Within the spreadsheet right click a column and choose Edit. Step 2: Highlight Column to change filter options. Tip: Using Contains in a filter greatly improves your results. Step 3: Enter Value into chosen Comparison and Append. Step 4: Click OK. Filter changes have been applied. Tip: When using multiple filter criteria, remember to add the conjunctions (and/or) in the Filter summary. Tip: Results may be highlighted and copied into Excel for reporting. 14

15 Tracking Projects and Changes Understanding Scheduled vs. Immediate Changes There is one last thing to understand before you go ahead and start making programming changes: Programming changes can be done individually and immediately, or scheduled in groups to happen in the future. When we come to completing a change you will be offered a choice: Save will add the current programming change to the Current Project (allowing for multiple or single changes to be scheduled for a later time and/or date). Send Now will immediately apply the current programming change. It is important to understand what your Current Project is. In the bottom right on the information bar your Current Project is listed. If it is empty when you click Save, you will be prompted to create a new project. If it is not empty, your current programming change will be added to the listed project when you click Save. You can create and specify the Current Project by taking the following steps. Creating a Project Step 1: Under Framework right-click Projects. Choose Create. Step 2: Name new project. Step 3: Click OK. 15

16 Scheduling Project Changes These steps allow you to schedule a job at a certain time and date. Step 1: Right click desired Project. Step 2: Choose Send All Project Changes Step 3: Schedule desired dates and times. Click OK. Note: A project cannot be scheduled until it contains one or more changes. Step 3a: Under Options in the navigation pane update the fields ONLY IF NECESSARY. Note: All projects are set to default parameters. Typically it would not be necessary to schedule any options. 16

17 Monitoring Projects: Completed and In Progress Viewing Projects These steps allow you to view the status of either single changes or of a project. Step 1: From Framework right click Projects. Click List in the pop up that appears. Step 2: From the box that appears listing your entire agency Projects select the project you wish to view. Step 3: Double click the project. It will display a description of change(s) to device(s). Note: Remember the columns can be customized to your needs. 17

18 Deleting Projects To keep 2nd Nature work space manageable it is recommended you delete your projects. Step 1: Right click the project. Choose Delete. Step 2: Click Yes. The project has been deleted. Tip: Projects have a default setting to delete after 48 hours. It is not necessary to delete the jobs manually. Making Changes to Future Projects Selecting Projects This allows you to select preferred projected date and time. The current project is shown in the lower right hand corner work space of 2nd Nature. Step 1: From Framework double click (or right click) Projects. Step 2: The list of projects will appear. Right click the project. 18

19 Step 3: Click Set Current. Note: The lower right hand corner displays the current project. All changes will be saved to this project unless otherwise specified. Moving Project Changes Move changes to another project. Step 1: Open the project with the change you would like to move. Right click and select Move Change(s). Step 2: Choose the Destination Project. OR create a New Project. Click New. Note: All projects within your permissions are accessible. Step 3: Click OK. Undo Project Change(s) Cancel changes within a project. Restore change from Undo status. 19

20 Step 1: Right click the project. Choose Undo Change(s). Step 2: Choose Yes. Step 3: A summary of Undone Change(s) is displayed. Click OK. Making Telephony Changes, Additions and Subtractions Adding User or Phone Objects with Templates Using a Template Use the following procedure to make a single User. Note: MN.IT Services has created standard templates. You may want to create templates specific to your agency. Step 1: From Framework double click Templates. Step 2: A list of templates will appear. Choose the appropriate Template. 20

21 Step 3: The Standard has the following predefined Parameter Values. Populate User ID, Last name and First name. (User IDs will be unique.) Note: You can create customized templates. Step 4: Click Browse and enter MAC address. Note: If Browse is not used you must populate SEP or SIP before MAC address. Step 5: You may manually enter the desired number or click Browse to assign a directory number. Note: Context options can display specific directory number information (e.g., Assigned Directory Numbers, Unassigned Directory Numbers). 21

22 Step 6: Select OK. The Multiple Record Editor for the new subscriber displays. Step 7: On the left hand side click Faceplate. The phone faceplate appears. Step 8: Changes to the template can be made using the Phone Template button. 22

23 Step 9: Choose the desired Phone Template. Make any additional changes. Once changes have been made, choose Save or Send Now. Adding User or Phone Objects without Templates Copying a Phone Use the following procedure to copy an existing phone. Note: It is not advised to create phones without using a template or copying phones. If an additional template is needed, contact the MN.IT Service Desk Step 1: Select Phones under your system, right-click and select Lists or double click to display the Phones list. 23

24 Step 2: Select the phone you wish to copy, right-click and select Copy from the menu. The Copy a Phone dialog displays. Step 3: Enter the new MAC address and click OK. (The MAC address can generally be found on the back of the device.) The Multiple Record Editor displays. Step 4: Make any changes to the new phone using the navigation pane on the left to access all areas. Step 5: Once changes have been made, choose Save or Send Now. Note: When copying a phone be certain to change the Users name. 24

25 Modifying a User Use the following procedure to modify a user. Step 1: Select User under your system view, right-click and select Lists to display the User list. Step 2: Double click on the user (or Right Click Modify) you wish to modify Step 3: From the Navigation Bar choose User. 25

26 Step 4: Make the desired changes in the Multiple Record Editor. Step 5: Click Save and a confirmation of your save will be visible at the top of your screen under the Status section. Step 6: Click Send Now to send these changes to the system, or click Save to save the changes to a project and send them at a later time. Note: It is not necessary to Send Now on multiple changes on a phone. Row Editing You have the capability of applying a change to the phone (device), line setting, speed dial, phone services or service URL attributes. Step 1: Select User under your system view, right-click and select Lists to display the User list. Step 2: Highlight User. Click Edit. Tip: Use Find (Ctrl F) to locate the User. 26

27 Step 3: Update the desired fields. Note: There are fields you are unable to change using this modification process. See Modifying a User. Change History Understanding MAC Audit MAC Audit To determine what MAC changes have been completed on a phone. Step 1: Under Systems lists, Phones use Cntrl Find to locate the desired Phone. Step 2: Right click desired phone. Choose MAC Audit. Step 3: Click OK. 27

28 Step 4: Changes are displayed. Note: You may customize this view to display the information that is important to you. Unused Directory Numbers View Unused Directory numbers To view all unused directory numbers Step 1: Under System Lists right click on Unused Directory Numbers. The list appears in a new pane. 28

29 Reserve from Unused Directory Numbers. To reserve a directory number from the Unused Directory Numbers record list. Step 1: Select and double click the directory number you want to reserve. The Multiple Record Editor is displayed. Step 2: Select Add Items from the navigation pane. Step 3: Select Reserved Directory Number and click Add. Step 4: Complete the required fields and click Send Now or Save to send the project later. Common Situations We are describing some of the most typical things that come up as you work with 2 nd Nature. A new employee is getting an existing phone Creating a User Use the following procedure to create a new user record to assign to an existing device. Note: All user records must be unique. Step 1: Right click on Users in the Systems list window and select Create. The Add New User dialog displays. Step 2: Enter a User ID. 29

30 Step 3: Click OK. The Multiple Record Editor displays. Step 4: Enter data in the desired fields. Step 5: If you want to associate a device with this user (a phone), click Assigned devices on the left. Step 6: Click Assign to select a phone. Note: You can also create a new phone from this view by clicking Create. Create a new device by selecting the Create button or select the Creating using template button. 30

31 Step 7: Select a phone to associate with the user from the list chooser. Note: Right-clicking while in the list chooser displays the Find, Edit Columns, Edit Sort, and Edit Filter functions to help you locate the correct device. Step 8: Click OK to return to Multiple Record Editor. You will see the phone name and information in the Assigned devices view. Step 9: If you want to associate a Device profile, select Assign device profiles in the navigation area and click Assign. 31

32 Note: You can also create a new device profile by clicking Create. Create a new device profile by selecting the Create button or select the Creating using template button. Step 10: Select a device from the list. Step 11: Click OK to return to the Multiple Record Editor. You will see the phone name and information in the Assigned devices profile view. Step 12: If the Device or Device profile has more than one directory number with it, select Primary Extension from the navigation panel and then click the Primary Extension Browse button to select the directory number that is to be this user s primary directory number. Step 13: Complete any other fields you wish to set for this user. Step 14: When finished, click Send Now or click Save to save your change to the current project and send it at a later time. 32

33 Step 15: Submit a COSWeb Order to begin station billing. Note: Failure to submit a COSWeb Order could incur additional billing charges. An employee has changed name Modifying a User Use the following procedure to modify a user. Step 1: Select User under your system view, right-click and select Lists to display the User list. Step 2: Double click on the user (or Right Click Modify) you wish to modify Step 3: From the Navigation Bar choose User. 33

34 Step 4: Make the desired changes in the Multiple Record Editor. Step 5: Click Save and a confirmation of your save will be visible at the top of your screen under the Status section. Step 6: Click Send Now to send these changes to the system, or click Save to save the changes to a project and send them at a later time. Note: It is not necessary to Send Now on multiple changes on a phone. An employee has left Deleting Users Use the following procedure to delete a user. Step 1: Select User under your system view, right-click and select Lists to display the User list. Step 2: Right click Delete the user you wish to delete. Tip: Use Find (Ctrl F) to locate the user. 34

35 Step 3: The Delete User box appears. Check the Delete Box. Note: When deleting a user you are presented the options to delete devices and directory numbers. In doing so those items are also deleted. See Step 4 to delete additional records. Step 4: Click Send Now to send these changes to the system, or click Save to save the changes to a project and send them at a later time. Step 4a: Highlight the desired additional record to delete and Check the Delete box. Note: The record will now have a strike through the desired deletes. 35

36 Step 4b: Click Send Now to send these changes to the system, or click Save to save the changes to a project and send them at a later time. Note: Deleting records here will delete the additional information related to the deleted candidates (in this case, the device as well as the user). Take caution if you do not want to remove the device, number or appearance on the device. You will need to rebuild the device if you delete it and also the directory number. If you do not delete these additional records, they will become available again in your available devices and directory numbers. Step 5: Submit a COSWeb order to discontinue station/s billing. Failure to do so could incur additional billing charges. A phone must be replaced Changing MAC addresses To change MAC address using Change Key: Step 1: Under System Lists select Phones and right click and select Lists. Expand the Device menu and select the Phone Services. icon, located below the menu bar or along the bottom of the page. Step 2: Select the phone record, right-click and select Change Key from the menu. Step 3: Click on the Browse button. 36

37 Step 3a: Input new MAC address and click OK. TIP: Using the Browse button will auto populate the SEP in the MAC address. Note: Model Types need to be the same. Step 4: Click Send Now to send these changes to the system, or click Save to save the changes to a project and send them at a later time. 37

38 A phone is being upgraded from using roll-over lines to Call Waiting Changing Line Information This will allow you to update line information. Step 1: Under System Lists select Phones and right click and select Lists. Expand the Device menu and select the Phone Services. Icon, located below the menu bar or along the bottom of the page. Step 2: Make the change in the field you wish to modify. Sorting options are available under Category. Step 3: Click Send Now to send these changes to the system, or click Save to save the changes to a project and send them at a later time. Note: Phone type may also be changed using the Phone Template button. Changes made to this phone are specific to this phone only. This does include number of rings. Users with line appearances will also experience the same behaviors. 38

39 Voic How to Create a Voic Box Overview information Due to the specificity of each agency, this document will only attempt to touch on the high level steps needed to create a new mailbox. So each customer will have to fine tune the settings according to their own internal requirements in order to fully set up the new mailbox. However, regardless of the agency, you will have a total of 4 base templates to work from: Unity With AND Zero out this template is used when creating an account that has BOTH an address and Zero out number provided Unity With - this template is used when creating an account that ONLY has an address provided Unity With Zero out - this template is used when creating an account that ONLY has a Zero out number provided Unity Without AND Zero out- this template is used when creating an account that has NONE (that is: no address or Zero out number provided) Important Notes: 1. Spaces before and after any value in the template will result an error and the project to fail. 2. The Corp Address value MUST be all lower case for the project to run successfully. Procedure Step 1: In 2 nd Nature, click on Window, then choose Framework, finally double click on Templates. The templates you have access to (including the Unity ones) will be displayed. See highlighted below. Note: We will be using Health as an example throughout this document 39

40 Step 2: Creating a user with AND Zero out. Double click on the needed template to display it. See screenshot below. Step 3: Fill out each field of the template based on the info you would have gathered from the user (or requester) and click OK. See below for example. 40

41 Important Reminders: 1. Spaces before and after any value will result an error and the project to fail 2. The Corp Address value MUST be all lower case for the project to run successfully. 3. PIN is by default the last 7 digits of extension. No digits can be repeated 3 times consecutively. 4. Password is by default made of the word Phone followed by last 7 digits of extension. 5. Always avoid using special characters # $ % ^ & * ( ) _ + = -? < > { [ } ] : ; etc.) Step 4: Once all values are entered, click OK to proceed. The Multiple Record Editor for this account will display. See below. Note: This is your last chance to alter/change any value for this record before it is created in Unity by 2 nd Nature. Click Send Now to run the project right away and create the mailbox. -- OR -- Choose Save to run your project at a later time. Step 5: Repeat the steps above for each template you will use depending on the mailbox requirements. 41

42 Voic Common Changes/Updates to a Mailbox Overview information Out of the about 290 plus fields comprised in a Unity Connection mailbox, a select few are used for day-to-day operation when it comes to changes or updates to a voic box user. This document will show the ones commonly used and where they are located in 2 nd Nature. The changes are: Name Extension Partition (the user s location/site) address (Corp Address) Alternate Extension and MWI (Message Waiting Indicator) Zero Out and Zero Out No Answer Destination (original caller or zero out mailbox) List in Directory Class of Service Active Schedule (schedule set) Message Aging policy Maximum Message length Unified Messaging Account (Single Inbox) PIN Message Relay Address and Action Procedure In 2 nd Nature Unity Connection User list, find the entry in question and double-click to display it. The Multiple Record Editor page for the entry will now display. It is common for 2 nd Nature to also show the CUCM User, Phone and Directory number records that are associated to the Unity Connection profile. All Unity Connection related changes will start in the left pane, under the user s Unity section (see Arrow A below) 42

43 Updating Name Under the user s Unity section, click on NAME (arrow A below). This is where the user First Name (arrow B below), Last Name (arrow C below), Display Name (arrow D below) can be updated. Note: Alias cannot be updated from this page. See Extension Removal Process for the steps on how to rename the Alias. 43

44 Updating Extension Partition (user s location/site) Class of Service List in Directory Under the user s Unity Connection section, click on PHONE (arrow A below). This is where the user Extension (arrow B below), Partition (arrow C below), Class of Service (arrow D below), List in Directory (arrow E below) are updated. 44

45 Updating address (Corp Address) Under the user s Unity Connection section, click on LOCATION (arrow A below). This is where the user address (Corp Address) (arrow B below) is updated for Unified Messaging accounts (Synched with EUCC ). 45

46 Updating PIN and Password Under the user s Unity Connection section, click on PASSWORD (arrow A below). This is where the user Voice mailbox PIN (arrow B below) and Web Password (arrow C below) are updated. Important Note: The PIN is different from the Password, in that the PIN is used to log in to the mailbox via the TUI (telephone user interface, or the phone buttons) and the Password is used to log in to the Messaging Assistant website (if rolled out to your users). DO NOT USE the RANDOM option in 2 nd Nature, as this doesn t comply with State security policies for PIN and Password. 46

47 Updating Message Aging Policy Under the user s Unity Connection section, click on MAILBOX (arrow A below). This is where the mailbox Message Aging Policy (arrow B below) is defined. Click on the dropdown arrow to display available options. 47

48 Updating Message Relay Address and Action Under the user s Unity Connection section, click on MESSAGE ACTIONS (arrow A below). You see the destination address Unity Connection uses to Relay VM messages to (arrow B below), along with the action that Unity Connection should take on the VM message (arrow C below). Click the dropdown arrow for Voice mail message action to see the options available. Note: Accept and Relay is the action commonly used. 48

49 Updating/Adding Alternate Extension and MWI (Message Waiting Indicator) Adding or updating Alternate Extension in almost all cases requires a two step approach: 1- The Alternate Extension in question is added 2- The MWI is added for the new alternate extension so the phone system can also alert this new number when a VM is left for the user. Failure to complete #2 will result in the MWI light not turning ON for the newly added phone extension. Thus, no visual notification will be delivered to the alternate phone when a new VM message is delivered. The same applies for removing a currently existing Alternate Extension from the system. After removing the extension, you must remove the MWI setting for that extension as well. Important Notes: If MWI notification is not needed for this new Alternate Extension, you can skip the MWI portion of these steps. This Alternate Extension must be unique in the Partition in which it is created. The steps below could also be used for updating/changing an existing Alternate Extension entry. Step 1: Setting up the Alternate Extension Under the user s Unity Connection section, click on Alternate Extensions (arrow A below) Click ADD on the upper right side of the screen (arrow B below). The Edit Alternate Extensions page will display. 49

50 In the Edit Alternate Extensions page, enter the following (see screenshot below): Phone Type can be left at default Work Phone Display Name: enter a clear and succinct description of this extension Extension (required field AND must be unique within chosen partition): enter the digits comprising this Alternate Extension Partition (required field): use the dropdown arrow to enter the Partition/Location where this extension will reside Click OK when finished. 50

51 Upon successful entry, the extension will look as shown below. If MWI is NOT NEEDED at this time, click Send Now at the bottom of the page to run your project and apply your changes. If MWI is NEEDED, then move on to Step 2. 51

52 Step 2: Setting up the MWI for the Alternate Extension (if needed; see note above). Under the user s Unity Connection section, click on MESSAGE WAITING INDICATORS (arrow A below) Click ADD on the upper right side of the screen (arrow B below). The Edit Message Waiting Indicators page will display. 52

53 In the Edit Message Waiting Indicators page, enter the following (see screenshot below): Name (required): enter the 10 digits of the Alternate Extension you just built Enabled (required and critical field): Check the box to activate MWI or it will fail Inherit Users Extension (this field is not used): leave blank Extension (required): enter the 10 digits of the Alternate Extension you just built Phone System (required and critical field): use the dropdown arrow to enter the Phone System the extension will be on (CUCM Cluster 1, Cluster 2, or Cluster 3). Note: Failure to choose the correct phone system will result in MWI NOT turning ON for the phone. Click OK when finished. 53

54 Upon successful entry, the extension will look as shown below. See example extension below. Note: Notice that in addition to the MWI you just created, there is another one called MWI-1 that already exists. This existing entry is system generated and created when you set up a new Unity Connection mailbox. Click Send Now at the bottom of the page to run your project and apply your changes. 54

55 Updating/Adding Unified Messaging Accounts (Single Inbox) (Synchronized Box) Important Note: At this time, Unified Messaging Account is ONLY available to State EUCC users. That is, users with address Non-EUCC users will have to be setup with Relay if they want to have their voic messages forwarded to them via as a.wav attachment. Under the user s Unity Connection section, click on Unified messaging accounts (arrow A below) Click Add on the upper right side of the screen (arrow B below). The Edit Unified Messaging Accounts page will display. 55

56 Click the Browse button (arrow C below). The Select Name window will display. 56

57 In this new window, single-left click Single-Inbox to select the service associated with Unified Messaging (Single-Inbox) as shown below, and click OK. Or, you could double click Single-Inbox to select and apply it (arrow D). 57

58 Note: If the address used is the same as the Corp Address provided for the user, check the Use Corporate Address checkbox. This will automatically grey out the Address field. If you will be typing in the address manually, then leave the box unchecked and manually enter that address. Regardless of how the address is entered, you MUST check the other three boxes as shown below: Access Exchange Calendar and Contacts Access Exchange Using Text To Speech Synchronize Connection and Exchange Mail Click OK 58

59 Upon successful entry, the extension will look as shown below. Click Send Now at the bottom of the page to run your project and apply your changes. 59

60 Updating Active Schedule (Schedule Set) This schedule determines the time when the standard greeting, you recorded in Unity Connection, is played. Under the user s Unity Connection section, click to expand the Call Handler user_alias sub-section, then click on Call Handler (arrow A below). This is where the user mailbox schedule is set or active schedule is set (arrow B below). Click the dropdown arrow to view time schedule available to you and make your selection 60

61 Updating Maximum Message Length This setting determines the maximum length of time in seconds allocated to callers when leaving a VM for a Unity Connection user. The default value is 180 seconds (3 minutes). Under the user s Unity Connection section, click to expand the Call Handler user_alias sub-section, then click on Message settings (arrow A below). This is where the maximum length of time in seconds given to the caller to leave a message is set (arrow B below). 61

62 Updating/ Adding Zero Out This feature allows callers to be redirected to another party for immediate attention, in the event the originally called user is not answering the phone. The Zero Out number can be Updated, Added or Removed. Option 1: Updating an existing Zero Out Under the user s Unity Connection section, click to expand the Call Handler user_alias sub-section, then click on Caller input keys (arrow A below). In the right pane, click to select the existing Zero Out key (arrow B below) and click the EDIT button (arrow C below). The Edit Caller Input Keys will open. 62

63 On the Edit Caller Input Key page, specify the following settings: Action (arrow D below): click the dropdown arrow and select the action for Unity Connection to take when the caller presses the 0 digit on their keypad. Alternate Contact Number (arrow E below): enter the extension that Unity Connection should send the caller to when 0 key is pressed. Transfer Type (arrow F below): click the dropdown arrow and select how Unity Connection should handle this handoff when the caller presses 0 on the phone keypad. The choices made here are pivotal to this feature working as expected. Release To Switch (Zero Out Mailbox) means Unity Connection just dumps the caller at the Zero Out extension you specified above and gets out of the communication. The caller in essence will leave his/her message on the Zero Out mailbox. Supervise Transfer (Original Caller Mailbox) means Unity Connection will first attempt to send the caller to the Zero Out extension you specified above. If there is No Answer at that extension, Unity Connection will then pull back the call and dump the caller into the originally called extension mailbox. Note: When Supervise transfer is chosen, the Rings to wait for* field becomes available. This setting dictates how many times Unity Connection will ring the alternate extension before pulling the call back to the originally called number voice mailbox. This value should be set to 3 (3 rings). 63

64 Option 2: Adding a Zero Out The steps to add a Zero Out are mostly similar to the ones used above for updating the entry. The only main difference is that instead of choosing Edit, you would need to click the Add button. At the Edit Caller Input Keys page, fill in the following values: Key: enter the number 0 since you are configuring a Zero Out key Action (arrow D below): click the dropdown arrow and select the action for Unity Connection to take when caller presses 0 on the telephone keypad. Alternate Contact Number (arrow E below): enter the extension that Unity Connection should send the caller to when 0 key is pressed Transfer Type (arrow F below): click the dropdown arrow and select how Unity Connection should handle this handoff upon the caller pressing that 0 digit on their keypad. The choices here are key to this feature working as expected. o o Release To Switch (Zero Out Mailbox) means Unity Connection just dumps the caller at the Zero Out extension you specified above and gets out of the communication. The caller in essence will leave his/her message on the Zero Out mailbox Supervise Transfer (Original Caller Mailbox) means Unity Connection will first attempt to send the caller to the Zero Out extension you specified above. If there is No Answer at that extension, Unity Connection will then pull back the call and dump the caller into the originally called extension mailbox. 64

65 Option 3: Removing an existing Zero Out To remove the Zero Out key from a mailbox, just select the 0 key and click Remove. Click Send Now at the bottom of the page to run your project and apply your changes. 65

66 Voic Extension Removal Process Overview information We often get requests or tickets from customers asking us to delete a Unity voice mailbox from the system after the current user leaves. In such cases, the VM box is not deleted right away. It is marked for deletion at first, and then fully deleted after a period of a month or two. The idea here is to give the customer a chance to repurpose the box or access it at a later time if they happen to change their mind down the road. To this effect, the Unity Alias, SMTP Address, and Extension of the mailbox will be prepended with the code 999. The SMTP Proxy Address will be deleted, along with the Unified Messaging Account. 999 here is the code/mark for full deletion in one-two months after the changes are made per customer request. Procedure Four changes are needed: Rename the Alias Rename the SMTP address Delete Corporate address AND Unified Messaging Account (if applicable) AND SMTP Proxy Address Rename the Extension Step 1: Renaming the Alias Open the Unity Users list and search for the Extension in question. (In our example below that Extension is ) Once found, right-click on the entry, and then select Change Key (arrow A below). The Change Key User window will now display. 66

67 In the New text box (arrow A below), type the new Alias starting with 999. followed by the current user alias. In the example, Alias nanci.kimker.dds was renamed to 999.nanci.kimker.DDS. Click Send Now to submit your changes. 67

68 Step 2: Renaming the SMTP Address We will rename the currently listed SMTP Address by prepending 999. to the currently existing one. Note: The idea is to have it available should the same user come back, or needs to be added in Unity under a different extension at a different organization. In the Unity User list, find the entry in question and double-click to display it. The Multiple Record Editor page for the entry will now display. In the left pane, under the user s Unity section, click on Name (arrow A below). Then in the SMTP address field on the right pane (arrow B below), rename the existing entry by adding 999. in front of it (arrow C below). In the example below, nanci.kimker was renamed to 999. nanci.kimker. 68

69 Step 3: Deleting Corp address and SMTP Proxy Address and Unified Messaging Accounts We will delete the currently listed Corp Address, SMTP Proxy Address(es) and Unified Messaging Accounts for the user. In the Unity User list, find the entry in question and double-click to display it. The Multiple Record Editor page for the entry will now display. In the left pane, under the user s Unity section, click on Location (arrow A below), then complete the following: Uncheck the checkbox for Generate SMTP Proxy address from Corp address (arrow B below). Locate the Corp Address field (arrow C below) and clear out any value in the field (arrow D below). 69

70 Still in the left pane, under the user s Unity section, click on SMTP Proxy Addresses (arrow A below) and complete the following: Highlight the currently listed address, if applicable, (arrow B below) and click Remove on the right end side (arrow C below) 70

71 Again in the left pane, under the user s Unity section, click on Unified Messaging Accounts (arrow A below) and complete the following: Highlight the currently listed address, if applicable, (arrow B below) and click Remove on the right end side (arrow C below). 71

72 Step 4: Renaming the Extension We will rename the currently existing extension by replacing the area code portion of the number with 999. On the Multiple Record Editor page for the entry, in the left pane, under the User Unity section, click on Phone (arrow A below). Then locate the Extension field in the right pane (arrow B below), and replace the existing area code portion of the number with 999 (arrow C below). In the example below, extension was renamed to Click Send Now to apply your changes. 72

73 Upon successful completion, the entry will now be listed as shown below in the Unity User list with Extension and Alias prepended with

74 Voic How to Create an Information Box Overview information The steps to create an Information box in Unity Connection will mimic those of a conventional mailbox, with the exception that some keys fields needing to be set up properly to make the mailbox operate as an Info Box. Class of Service Message Actions for Voic Time to Re-prompt greeting to caller Delay between re-prompts Call Action for After Greeting (Standard or Alternate - if recorded) When changing a mailbox from conventional to Information, the same fields above will come into play to achieve our goal. Important Notes / Reminders: 1. The creation process for an Information box is the same as that of a conventional mailbox. It all starts with the correct Unity template. 2. A true Information box will mostly use the Unity Without AND Zero out template in 2 nd Nature 3. The Information box will follow most of the conventional mailbox guidelines as pertaining to Alias, Partition, PIN, password, access, etc. Creating an Information Box from Scratch Procedure Note: We will be using Health and as an example throughout this document Please consult How to Create a Voic Box for additional details on how to start the process of building a mailbox. Step 1: Click on Window in the menu bar, and then choose Framework, finally double click on Templates. The templates you have access to will be displayed. See the highlights below. 74

75 Step 2: In our example, we will use the Health Unity (no 0 out or ) template to create the Info Box. Double click on the needed template (in this case Health Unity (no 0 out or )) to display it (arrow A below) and fill in the fields in the template once it opens (arrow B below). 75

76 Step 3: After filling out each field of the template based on information you gathered, click OK. See example below. Important Reminders: We reiterate that the same recommendations for conventional mailboxes apply here. 1. Spaces before and after any value will result an error and the project to fail. 2. PIN is by default the last 7 digits of extension. No digits can be repeated 3 times consecutively. 3. Password is by default made of the word Phone followed by last 7 digits of extension. 4. Always avoid using special characters # $ % ^ & * ( ) _ + = -? < > { [ } ] : ; etc.) 76

77 Step 4: Once all values are entered, click OK to proceed. The Multiple Record Editor for this account will display. See below. Note: This is your last chance to alter/change any value for this record before it is created in Unity by 2nd Nature. This is the time to edit/setup all the fields that will make this mailbox behave like an Information one. 77

78 Step 5: Updating the Class of Service Setting the correct Class of Service for your info box will allow for proper management of the mailbox for the Unity admins. But more importantly, it will determine the maximum amount of time you will be allocated to record your greeting. The choices are: 1. 3 Min Info: This will allow for a 3 minutes max recording time 2. 5 Min Info: This will allow for a 5 minutes max recording time Min Info: This will allow for a 15 minutes max recording time Under the user s Unity section, click on Phone (arrow A below). Locate the Class of service field (arrow B below), then click the dropdown arrow to choose the value of this field based on your maximum greeting recording time requirement (arrow C below). 78

79 Step 6: Updating the Message Actions for Voic The Message Actions for Voic setting is updated in order to prevent messages from being forwarded to an extension. So here we will tell Unity to reject all voic messages. Under the user s Unity section, click on Message actions (arrow A below). Locate the Voice Mail Message action field (arrow B below), then click the dropdown arrow to set the value to Reject the message (arrow C below). 79

80 Step 7:- Updating Time to Re-prompt greeting to caller this setting dictates how many times the greeting will be repeated to callers. Delay between re-prompts this setting governs the lapse of time (in seconds) between each greeting playback. Call Action for After Greeting (Standard or Alternate, if recorded) this important setting tells Unity what to do after the greeting has been played to callers (based on the two settings above). Put plainly, this is a key factor that draws the difference between a conventional mailbox and an Information Box. Important Notes: 1. If you will have both Alternate and Standard greetings recorded and enabled on this account, please note that the Alternate greeting ALWAYS supersedes the Standard one. However, when the Alternate greeting is not scheduled to play, the Standard one will be played instead to callers by default. In this case, it is best to properly set up the settings above for both kinds of greetings. If you will not have BOTH Alternate and Standard greetings recorded and enabled on this account, then properly setting up the Standard greeting will suffice. 2. When setting the Time to Re-prompt greeting to caller value, keep in mind that the number you enter is added to the initial time the greeting is played. For example, if you set the value to 1, the greeting will be played a grand total of two (2) times to callers. That is, the initial prompt plus the number you specified (in this case 1 ). In the same vein, if you want your greeting to be played a total of three (3) times to callers, you will need to set a value of 2 for this field. 3. The Delay between re-prompts value (in seconds), as stated before, will allow you to control the spacing between each playback of your greeting to callers (the default being 2 seconds). So if you have a relatively lengthy recording to playback to callers, it might be a good idea to have a noticeable pause between playbacks, but not too long either. A maximum value of 4 (4 seconds between playbacks) should be plenty in these cases. 80

81 Step 8: Under the user s Unity section, click to expand the Call Handler user_alias sub-section, then click on Greetings (arrow A below) In the right pane, click to select the appropriate greeting (Standard or Alternate). We choose the Standard greeting in our example (arrow B below), and click Edit button (arrow C below). The Edit Greetings window will open. 81

82 Step 9: On the Edit Greetings page, specify the values for the following settings: Times to Re-prompt caller (arrow A below) we choose 1 in our example so the greeting will be played two (2) times to the caller. Delay between re-prompts (arrow B below) here we choose 2 seconds between playbacks. Call Action (arrow C below) click the dropdown arrow to change this critical value to Hang up. Note: If you don t choose Hang up, callers will be able to leave messages in the mailbox; which defeats the purpose of having an Information Only box. Click OK at the Edit Greetings page to register your values. Click Send Now to run the project right away and create the mailbox. -- or -- Choose Save to run your project at a later time. Note: Converting a Conventional Mailbox to an Information Box This situation can arise when, for example, an employee will be absent for an extended period of time or temporarily is on a different assignment, or there s a vacant position waiting to be filled. In these case, the settings mentioned (Class of Service, Message Action for Voic , Time to Re-prompt greeting, Delay between reprompts, and Call Action after greeting) will be the same ones to change accordingly when converting a regular mailbox to an Info Only box. 82

83 Voic User Changing Within Same Site Overview information This procedure will be used when a user moves within the same site; for example, a user moves from one department (Human Resources) to another (Purchasing), all within the same location/site and organization. In this case, both the user (Alias) and location/site (Partition) are left intact. Only the extension associated with this account gets changed. The field to update will be: Extension Procedure Step 1: In the Unity User list, find the entry in question and double-click to display it. The Multiple Record Editor page for the entry will now display. All Unity related changes will start in the left pane, under the user s (Unity) section (see Arrow A below) Example is User cdouah (Unity). 83

84 Step 2: Updating Extension Within the user s Unity section, click on Phone (arrow A below). Locate the Extension field (arrow B below), then update the value to the new number assigned to the user (arrow C below). Click Send Now to run the project right away. -- or -- Choose Save to run your project at a later time. Note: Once the extension has been successfully updated to the new number, messages from the user s previous mailbox should carry over to the new one after the user enters the correct PIN. If, prior to this change, the MWI was lit (on) for the user s phone, the light will automatically be turned off once the extension change is completed. However, upon using the phone (TUI) to check messages, the user will receive the system announcement that there are new messages to hear. 84

85 Voic Voic User Changing to a Different Site, but within the Same Agency Overview information This procedure will be used when a user moves to a different site/location within the same agency; for example, a DOT user moving from Bemidji to Rochester; all within the same agency (DOT). In this case, the user (Alias) is left intact whereas BOTH the Extension and location/site (Partition) are changed. The fields to update are: Extension Partition Note: this case generally applies to organizations that have multiple locations/sites throughout the State. Procedure Step 1: In the Unity User list, find the entry in question and double-click to display it. The Multiple Record Editor page for the entry will now display. All Unity related changes will start in the left pane, under the user s Unity section (see Arrow A below) 85

86 Step 2: Updating Extension and Partition Under the user s Unity section, click on Phone (arrow A below). Locate the Extension field (arrow B below), then update the value to the new number assigned to the user (arrow C below). Locate the Partition field (arrow D below) and using the dropdown arrow, select the matching site from the partition list (arrow E below). Click Send Now to run the project right away. -- or -- Choose Save to run your project at a later time. Note: Once the extension has been successfully updated to the new number, messages from the user s previous mailbox should carry over to the new one after the user enters the correct PIN. If, prior to this change, the MWI was lit (on) for the user s phone, the light will automatically be turned off once the extension change is completed. However, upon using the phone (TUI) to check messages, the user will receive the system announcement that there are new messages to hear. 86

87 Voic Handling Users Transition between Agencies Overview information Throughout this document, we will refer to the agency the user is leaving as Agency A and the new agency the user is joining as Agency B Similar to the EUCC (Enterprise) users transition process, inter-agency coordination and communication is needed to ensure a smooth transition for all parties. Unique records are required for a successful new mailbox creation, (Alias, Corp , SMTP Proxy addresses), and need to be released by Agency A and made available to Agency B in a timely fashion. Procedure 4 possible cases: 1. Agency A does nothing (takes no action). 2. Agency A deletes the mailbox on the last day of user (No retention at all). 3. Agency A keeps the mailbox BUT NOT associated with the user (extension and VM are retained). 4. Agency A keeps the mailbox as is (Agency A electing to roll over account to next employee). Case 1 - Agency A does nothing (takes no action) Agency A does nothing and does not work with Agency B - Strongly discouraged by MN.IT MN.IT needs to be brought in so Agency B can create the VM mailbox. MN.IT will change the Alias, remove the Unified Messaging account, and delete all corporate and SMTP addresses. A high premium (charged hourly rate of $103/hr.) will be charged to Agency A to clean things up and allow Agency B to create their mailbox. Case 2 -Agency A deletes the mailbox on the last day of user (No retention at all) If Agency A has 2 nd Nature access, Agency A needs to delete the mailbox in 2 nd Nature and send MN.IT a COSWeb order to have request Fulfillment stop billing. If Agency A does NOT have 2 nd Nature access, Agency A will open a COSWEB order with MN.IT. MN.IT will then complete the deletion process that entails: rename Alias to 999.current_alias rename current Extension to last 7 digits of extension remove Unified Messaging account remove Corp and ALL SMTP addresses Agency B then runs their project to create the new user mailbox in their site. 87

88 Case 3 - Agency A keeps the mailbox BUT NOT associated with the user (extension and VM are retained) Agency A (2 nd Nature access) completes the following: change current Alias to 10 digit extension change First and Last Name on the Unity account change Unified Messaging account address change Corp address and ALL SMTP Proxy Address entries Agency B then runs their project to create the new user mailbox in their site If Agency A does NOT have 2 nd Nature access, Agency A will open a COSWEB order with MN.IT to perform the following: change current Alias to 10 digit extension change First and Last Name on the Unity account change Unified Messaging account address change Corp address and ALL SMTP Proxy Address entries Case 4 - Agency A keeps the mailbox as is (Agency A electing to roll over account to next employee) The recommendation is for Agency A to delete the current mailbox and rebuild a new one in its stead. Agency A does nothing as they wish to keep the mailbox as is and does not work with Agency B - This type of action is strongly discouraged by MN.IT. MN.IT needs to be brought in so Agency B can create the VM mailbox. MN.IT will change the Alias, remove the Unified Messaging account, and delete all corporate and SMTP addresses. A high premium (charged hourly rate of $103/hr.) will be charged to Agency A to clean things up and allow Agency B to create their mailbox. Agency B then runs their project to create the new user mailbox in their site. As a final note, we would like to reiterate our call for strong inter-agency communication and coordination for a smooth transition and to limit downtime for the users in their new function. This communication/coordination could be at the telecom coordinators level or local Help Desk level. The aim is to ensure that unique records are released by the agency that the user is leaving. MN.IT will attempt to keep a list of 2 nd Nature Admins per Agency and will supply the list to interested individuals. 88

89 Resetting Voic PINs This will allow you to update PIN information. Step 1: Change the authentication rule to Reset PIN then set back to State Policy and put in the default PIN under Mailbox password, and do a Send Now. Step 2: Change the authentication rule back to Voic PIN State Security Policy and do another Send Now. 89