Managing Unison Service - version 3.0 - April 2010

8/9/2019 Managing Unison Service - version 3.0 - April 2010

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UNISON © 2010 Unison Technologies, Inc. All rights reserved.

Managing the Unison Service

An Account Owner's Guide

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Managing the Unison Service • An Account Owner's Guide 2

Contents

About this Guide ...........................................................................................................................................7 Main topics covered in this Guide .............................................................................................7

Conventions: fonts and characters with special meaning ..........................................................8

Chapter 1: Basics of working with Unison Control Panel .....................................................................9 Recommended Web browsers ..................................................................................................9 Logging on to Unison Control Panel .........................................................................................9 Overview of the workspace ....................................................................................................10 Visual symbols in tables and dialog boxes ...............................................................................11 Inactive objects .......................................................................................................................11 Time format ...........................................................................................................................12 Selecting objects in tables .......................................................................................................12 Using double-clicks to access default functions .......................................................................12 Sorting the information in tables ............................................................................................13 Using Quick Search .................................................................................................................13

Searching an entire table or list ........................................................................................13 Searching in one column ..................................................................................................14 Displaying all table records after quick search ...................................................................14

Using Advanced Search ..........................................................................................................14 Searching for objects ........................................................................................................15 Displaying all table records after advanced search ............................................................16 Hiding the Advanced Search pane ....................................................................................16

Logging off from Unison Control Panel ..................................................................................16 Troubleshooting .....................................................................................................................16

Inability to log on to Control Panel ...................................................................................16 Display of mixed content in Microsoft Internet Explorer is not enabled .............................17

Chapter 2: Managing the Unison service .............................................................................................18 Process overview ....................................................................................................................18 Managing departments ..........................................................................................................19

Departments basics ..........................................................................................................19 Accessing the Departments page .....................................................................................20 Creating a new department ............................................................................................. 20 Renaming a department ...................................................................................................20 Deleting departments .......................................................................................................20

Managing user accounts and default account settings ............................................................21 User account basics .......................................................................................................... 21 About general information in user accounts .....................................................................22 About user permissions ....................................................................................................23 About e-mail settings .......................................................................................................23 About phone settings .......................................................................................................24 About the phone for outgoing calls, phone setup modes, and call forwarding rules ......... 25 About blocked callers and anonymous calls ......................................................................27 About contact information in user accounts .....................................................................27



Contents


About administrative rights and Unison administrators .....................................................28 About default account settings ........................................................................................28 About phone access to voice mail ....................................................................................29 Accessing the User Accounts page ...................................................................................29 Creating a new user account ............................................................................................30 Editing a user account ......................................................................................................33 Moving a user account to a different department ............................................................34 Changing a user's logon name or password .....................................................................35 Specifying which features are available to a user ..............................................................36 Changing a user's e-mail address .....................................................................................36 Managing mailbox aliases for users ..................................................................................37 Specifying phones for a user ............................................................................................38 Specifying phone numbers and associated settings ..........................................................39 Specifying extensions for a user ........................................................................................40 Switching phone setup modes and specifying call forwarding rules ..................................42 Managing the list of blocked callers .................................................................................45 Configuring the user’s membership in hunt groups ..........................................................46 Managing the user’s personal information and picture gallery ..........................................46 Assigning administrative rights to a user ...........................................................................47 Removing administrative rights for a user .........................................................................47 Deactivating and activating user accounts ........................................................................48 Deleting user accounts .....................................................................................................48 Changing default account settings ...................................................................................48

Managing phone numbers .....................................................................................................51 Phone number basics .......................................................................................................51 About the 911 location ....................................................................................................52 About the 911 location template .....................................................................................54 Accessing the Phone Numbers page .................................................................................54 Editing a phone number ................................................................................................... 54 Editing ranges of phone numbers .....................................................................................54 Making a phone number the default caller ID................................................................... 55 Specifying the 911 location for a phone number ..............................................................55 Saving the 911 location settings as a template .................................................................56 Updating the 911 location for a phone number ...............................................................56 Deactivating phone numbers ............................................................................................56 Activating phone numbers ...............................................................................................56

Managing extensions..............................................................................................................56 Extension basics ...............................................................................................................57 Accessing the Extensions page .........................................................................................57 Creating extensions ..........................................................................................................58 Editing extensions ............................................................................................................58 Deleting extensions ..........................................................................................................59 Deactivating extensions ....................................................................................................59 Activating extensions ........................................................................................................59 Defining extension length.................................................................................................59



Contents


Managing phone devices ........................................................................................................59 Device basics ....................................................................................................................60 Accessing the Phone Devices page ...................................................................................61 Creating a new device ......................................................................................................61 Editing the properties of a device .....................................................................................61 Deleting devices ...............................................................................................................61 Deactivating devices .........................................................................................................61 Activating devices .............................................................................................................62

Managing hunt groups ...........................................................................................................62 Hunt group basics ............................................................................................................62 About call queues and selecting agents ............................................................................64 Accessing the Hunt Groups page .....................................................................................64 Creating a hunt group......................................................................................................65 Editing the properties of a hunt group .............................................................................65 Managing hunt group members .......................................................................................66 Deactivating and activating hunt groups ..........................................................................68 Deleting hunt groups .......................................................................................................68

Managing voice menus...........................................................................................................68 Voice menu basics ............................................................................................................68 About the sound properties .............................................................................................69 About the voice menu elements and properties................................................................70 About the properties of phone numbers, extensions, and phone number groups .............71 About the properties of call forwarding rules ...................................................................71 Accessing the Voice Menus page .....................................................................................72 Overview of the Main menu .............................................................................................72 Assigning external phone numbers to the Main menu ......................................................73

Accessing the voice mail management menu from the Main menu ..................................74 Managing sounds .............................................................................................................74 Creating a root voice menu ..............................................................................................75 Overview of working with voice menus ............................................................................77 Creating, editing, and deleting actions .............................................................................77 Creating and deleting nodes ............................................................................................78 Navigating in voice menus ................................................................................................79 Editing node properties ....................................................................................................80 Deactivating voice menu entry points ...............................................................................81 Activating voice menu entry points ...................................................................................81 Deleting voice menu hierarchies .......................................................................................81 Configuring entry points ..................................................................................................81 Using the Admin Menu to edit voice menus by phone .. ...................................................85 Configuring access to the Admin Menu ...........................................................................86

Managing Music on Hold .......................................................................................................86 Music on Hold basics ........................................................................................................86 Accessing the Music on Hold page ...................................................................................87 Adding a soundtrack ........................................................................................................87 Changing position of a soundtrack ................................................................................... 87 Editing the properties of a soundtrack ..............................................................................87 Deactivating and activating soundtracks ...........................................................................88 Deleting soundtracks ........................................................................................................88



Contents


Managing address books and distribution lists ........................................................................88 About address books and distribution lists ........................................................................89 Accessing the Address Books pages .................................................................................90 Creating an organization address book ............................................................................90 Creating a department address book ...............................................................................91 Changing a name or a note for an address book ..............................................................91 Assigning address book administrators .............................................................................92 Adding contacts to an address book ................................................................................92 Editing a contact ..............................................................................................................94 Deleting contacts .............................................................................................................94 Creating a distribution list in an address book ..................................................................94 Changing a name or an address for a distribution list .......................................................95 Adding members to a distribution list ...............................................................................96 Adding Unison users to a distribution list ..........................................................................96 Removing distribution list members from a distribution list ...............................................97 Specifying distribution list administrators ..........................................................................97 Deleting distribution lists ..................................................................................................98 Deleting address books ....................................................................................................99

Managing call history .............................................................................................................99 Accessing the Call History page ........................................................................................99 Viewing call history records based on search conditions .................................................100 Viewing all existing call history records ........................................................................... 100 Exporting call history records to the CSV format .............................................................101 Specifying how long to keep the records in the call history log .......................................101

Chapter 3: Working with Unison Desktop on Windows ..................................................................102

Installation prerequisites .......................................................................................................102 Installing Unison Desktop and setting up an account ............................................................102 Starting Unison Desktop .......................................................................................................103 Accessing Unison Desktop Help ............................................................................................104

Chapter 4: Working with Unison Desktop on Linux .........................................................................105 Installing Unison Desktop on Linux .......................................................................................105 Starting Unison Desktop on Linux .........................................................................................106 Accessing Unison Desktop Help on Linux ..............................................................................106

Chapter 5: Using phones with Unison ...............................................................................................107 General requirements ...........................................................................................................107 What should be specified in Control Panel? ..........................................................................107 What should be specified in the configuration of a phone? ..................................................108 Auto-configuring Cisco IP phones .........................................................................................109

Chapter 6: Working with the Unison mobile synchronization service ............................................110 Supported devices and client applications .............................................................................110 Configuring synchronization settings ....................................................................................110

Chapter 7: Using Unison Web access .................................................................................................112 Recommended Web browsers ..............................................................................................112 Logging on to Unison Web ................................................................................................... 112 Accessing Unison Web Help .................................................................................................112 Logging off from Unison Web ..............................................................................................112



Contents


Chapter 8: Working with Unison Call Manager ................................................................................113 Installing and logging on to Unison Call Manager ................................................................113 Starting Unison Call Manager ...............................................................................................114 Accessing Unison Call Manager Help .................................................................................... 114

Glossary ............................................................................................................................................115 Appendix A: The ports used by Unison user applications and devices ..............................................119 Appendix B: Managing external phone calls and dial plans ............................................................... 120

Managing incoming call providers and outgoing call providers .............................................120 Call providers basics ....................................................................................................... 120 About number translation rules ......................................................................................122 About selecting outgoing call providers ..........................................................................125 Accessing the Incoming Call Providers and Outgoing Call Providers pages ......................125 Creating providers for incoming and outgoing calls ........................................................126 Editing the properties of incoming and outgoing call providers ......................................126 Making an outgoing call provider the default one ..........................................................126 Deleting incoming and outgoing call providers ...............................................................127 Deactivating incoming and outgoing call providers .........................................................127 Activating incoming and outgoing call providers ............................................................127

Managing dial plans .............................................................................................................128 Dial plan basics ...............................................................................................................128 Accessing the Dial Plans page .........................................................................................128 Creating a new dial plan ................................................................................................128 Editing a dial plan ...........................................................................................................129 Making a dial plan the default one .................................................................................129 Deleting dial plans ..........................................................................................................129

Managing phone numbers: additional features ....................................................................129 Creating phone numbers................................................................................................ 130 Deleting phone numbers ................................................................................................130 Deleting a range of phone numbers ...............................................................................130

Appendix C: Copyright information ......................................................................................................131 Open source licenses ............................................................................................................133




About this Guide

This Guide is intended for people who manage the Hosted Unison service for their organizations

and who also help others (ordinary users) access and use this service.

Main topics covered in this GuideThe first two chapters discuss Unison Control Panel, the Web-based tool that you use to manage

the Hosted Unison service for your organization.

Chapter 1: Basics of working with Unison Control Panel (page 9) introduces Unison Control Panel

and its main features. You will learn how to:

• Log on to Control Panel

• Navigate in the Control Panel pages, and interpret the visual clues used in the workspace

• Complete various tasks

• Select objects (such as user accounts) and use shortcuts to the most frequently used functions(which are also called default functions)

• Sort and search for information

• Solve basic problems that you may come across when using Control Panel

Chapter 2: Managing the Unison service (page 18) provides detailed instructions for managing user

accounts, as well as communication resources and services such as:

• E-mail

• Phones, phone numbers, and extensions

• Voice menus and hunt groups

• Address books and distribution lists

Chapters 3 through 8 briefly describe Unison user applications and the phones used with Unison.

Chapter 3: Working with Unison Desktop on Windows (page 102) lists system requirements for

Unison Desktop, a native Unison user application, and provides instructions for:

• Installing Unison Desktop on Windows

• Logging on to Unison Desktop

• Accessing Unison Desktop Help

Chapter 4: Working with Unison Desktop on Linux (page 105) contains information similar to theprevious chapter, but for the Linux version of Unison Desktop.

Chapter 5: Using phones with Unison (page 107) lists general requirements for phones used with

Unison and provides instructions for configuring the phones and registering them in Control Panel.

Chapter 6: Working with the Unison mobile synchronization service (page 110) gives an overview of

the service, lists supported device types, and provides general instructions for setting up

synchronization on wireless devices.

Chapter 7: Using Unison Web access (page 112) discusses the Unison service that lets users access

e-mail and address books in a Web browser. You’ll find out how to:

• Get access to Unison Web

• Access Unison Web Help



About this Guide


Chapter 8: Working with Unison Call Manager (page 113) contains installation instructions for

Unison Call Manager, a Windows desktop application for hunt group administrators. This chapter

also includes instructions for logging on to the application and accessing Unison Call Manager Help.

Glossary (page 115) provides explanations of the terms and abbreviations used in this Guide.

Appendix A: The ports used by Unison user applications and devices (page 119) lists the ports andprotocols used by Unison user applications and phones. You may find this information useful for

configuring firewalls on users’ computers and in your organization’s LAN or performing other

similar tasks.

Appendix B: Managing external phone calls and dial plans (page 120) discusses additional steps that

you can take when your organization is not subscribed to the managed phone service but you still

want to enable external phone calls for your Unison telephone network. Note that your Hosted

Unison service provider does not offer any technical support in relation to the features described in

this Appendix.

Appendix C: Copyright information (page 131) contains copyright information for Unison and other

software used in Unison.

Conventions: fonts and characters with special meaning

The following typographic conventions are used in this Guide:

• ALL UPPERCASE is used for keyboard key names.

Example: Press ENTER.

• Bold is used for names of screen elements (names of menus, menu commands, buttons, fields,

and so on).

Example: Click Start and then click Run.

• Fixed width font is used for text that you type (such as in a command-line interface),

names of files and directories, and so on.

Example: Type reboot and then press ENTER.

• [some text] (text enclosed in square brackets) is a placeholder. The sequence of characters

starting from the opening bracket and ending with the closing bracket represents some other

sequence of characters and, consequently, is or must be replaced.

Example: Type cd /home/[username]/Desktop/ and press ENTER.

This means that you must type the actual name in place of [username].




Chapter 1: Basics of working with Unison Control Panel

Using Unison Control PanelTM, you manage the Hosted Unison service for your organization. You set

up and manage Unison user accounts as well as associated resources such as e-mail (mailboxes),

phones, phone and extension numbers, address books and more.

Unison Control Panel becomes available after you sign up for the service. All the informationnecessary for logging on to Control Panel (the URL, your logon name and password) is normally

sent to you in an e-mail.

To access Control Panel, use a Web browser. (Your computer must have access to the Internet.) For

the list of recommended browsers, see "Recommended Web browsers" below.

Recommended Web browsers

We recommend using one of the following Web browsers for working with Control Panel:

• Mozilla Firefox 3 or later

• Microsoft Internet Explorer 6 or later

• Safari 4

• Google Chrome 3

Logging on to Unison Control Panel

To log on to Control Panel:

1. Start a Web browser.

2. In the Address bar, type the URL of Unison Control Panel and then press ENTER. (The URL of

Control Panel is supplied by your Unison hosting provider in an e-mail.)

The logon page of Unison Control Panel is displayed.

3. In the User name box, type your logon name.

4. In the Password box, type your password.

5. Click Log in.

The User Accounts page of Unison Control Panel is displayed (see Figure 1 on page 10).

Note: If you have not used Unison Control Panel for several minutes, the system logs you off

automatically. To continue working with Unison Control Panel, you have to log on again.





Overview of the workspace

There are two visually distinct parts of the Unison Control Panel workspace.

The left part shows a status panel and the navigation bar. The right part shows the selected

information page. (See Figure 1 below.)

Figure 1: The User Accounts page of Unison Control Panel

The status panel (the small gray area underneath the Unison logo) shows the summary information

for your hosting account. This information includes your hosting account ID, the name of your

organization, the number of existing user accounts and the total number of accounts your

organization has purchased, as well as the state of your hosting account (for example, active).

Underneath the status panel is the navigation bar, which contains hyperlinks to various pages of

Unison Control Panel. (The hyperlinks are represented by underlined text.) When you click a link in

the navigation bar, the corresponding page is displayed on the right side of Unison Control Panel.

The links in the navigation bar are grouped, and each group has a name (for example,

Organization, Phone, Address Books, and so on). Group names are not clickable.

With very few exceptions, all pages of Unison Control Panel (displayed on the right side of the

workspace) are organized in the same way.

Directly below the page title there is a toolbar with buttons, which you click to carry out commands

or tasks. Each button has a tooltip (a brief explanation of the command or task associated with the

button) that is displayed when you hover over the button.

Underneath the toolbar, the main part of the page displays the information that you can view and

manage. In most cases, a table format is used for representing information.

Each row in the table corresponds to one object of a certain type (for example, a user account, an

address book, and so on) with the object’s properties shown by columns. Depending on how

complex the object is, the table may show all of the properties, or only the most important

properties. To see all object properties, use the Edit function.





You can sort the information in the tables as well as perform a search for particular objects (see

"Sorting the information in tables" on page 13, "Using Quick Search" on page 13, and "Using

Advanced Search" on page 14).

If for some reason the connection with Control Panel is lost, the alert Disconnected is displayed in

red letters in the upper right corner of the workspace next to your logon name.

Visual symbols in tables and dialog boxes

Understanding the standard visual clues used in tables and dialog boxes will help you more quickly

interpret the information displayed. The following symbols and conventions are used:

• (triangle or arrow in the table header row) for current sorting

A triangle pointing up or down next to a column name shows that the data in a table is

currently sorted by this column. If the triangle points down, the data is sorted in ascending

order (0 – 9, A – Z, a – z). If the triangle points up, the data is sorted in descending order (z – a,

Z – A, 9 – 0).

• (magnifying glass icon) for search and filter

If the box with the magnifying glass icon is shown above the table on the right side, this means

that you can search for objects and apply various filtering conditions to the objects shown in

the table. (The opposite is also true: if there is no such box, the search-and-filter function is

unavailable for the table. In this case, all of the existing objects are always shown.) For more

information, see "Using Quick Search" on page 13 and "Using Advanced Search" on page 14.

• (padlock icon) for locked objects

A padlock icon in one of the first table columns signifies a locked object. Locked objects cannot

be deleted or made inactive.

• Black text for active objects

If the text in the whole row is black, the object is active. Active objects are normal objects.

• (gray circle) or gray text for inactive objects

If the text in the whole row is gray, the object is currently inactive. A small gray circle may also

be shown in the first (leftmost) column as an additional mark for inactive objects. For more

information on inactive objects, see "Inactive objects" below.

• (star icon) for special objects

A star icon shows that an object is somehow different from the rest of the objects of the sametype. For example, this icon is used to mark Unison administrators, the main organization

address book (the corporate directory), root voice menus, default call forwarding rules, hunt

group administrators, and so on.

• (asterisk) for required fields

An asterisk is a marker for required information. Such fields must not be left empty.

Inactive objects

Inactive objects are disabled objects or, in other words, objects that are "not in service." For

example, inactive user accounts correspond to users who cannot log on and, consequently, cannot





use any of the services provided by Unison. Inactive e-mail boxes cannot be used for sending and

receiving e-mail. Inactive phone and extension numbers cannot receive calls.

You can edit the properties of inactive objects and then activate them (put them in service) if and

when needed.

Time format

In a very limited number of cases when the units of measure are not shown, seconds are assumed

for all time values, such as timeouts.

The 24-hour format is used for time (for example, in call forwarding rules, or in call history). For

example, 9:00 a.m. is shown or entered as 9:00, while 9:00 p.m. – as 21:00.

Selecting objects in tables

In Control Panel, you usually need to select an object or objects before performing an action. To

select a single object, it is enough to click it in the table.If you want to select several objects simultaneously, press and hold the CTRL key, and then click

each of the desired objects. When all the desired objects are selected, release the CTRL key.

If you want to select a range of objects, press and hold the SHIFT key, and click the first and the last

object in the range.

Using double-clicks to access default functions

You can use double-clicks as shortcuts to default functions. In other words, you double-click a row

in a table or an item in a list to access the function that is used most frequently for the

corresponding object.The default function is almost always the Edit function. (The alternative way to perform this

function is to click an object and then click Edit on the toolbar.)

In certain dialog boxes where you can select from a list, the default function is Select. These dialog

boxes have a Select button, which is used to perform the same operation (see Figure 2 below).

Figure 2: The Available Extensions dialog box, in which you can select extensions by double-clicking them in the list





Sorting the information in tables

You can sort the information (reorder the objects) in any table by any of the columns. In almost all

cases the information is sorted alphabetically either in ascending order (0 – 9, A – Z, a – z) or

descending order (z – a, Z – A, 9 – 0).

To sort the information in ascending order by a column:

• Click the column name once.

To sort the information in descending order by a column:

• Click the column name twice.

(Each additional click on the column name changes the sorting order from descending to ascending,

then back to descending and so on.)

Where appropriate, you can also group all active objects together either at the top or at the

bottom. To do this, click the header row of the State column, which is on the far left. (Note that if

the objects in the table can’t be inactive, this column is not available.)

Using Quick Search

You can use Quick Search to look for specific text in tables or lists. As a result, only the matching

records will be displayed.

Quick Search is available on pages (or in dialog boxes) where the box with the magnifying glass icon

is present.

• If there is no triangle next to the magnifying glass icon and the Quick Search box looks like

this: , your search applies to the whole table or list.

• If a triangle pointing down is shown next to the magnifying glass icon and the Quick Searchbox looks like this: , you can search in the whole table or you can

choose to search in one of the table columns. To see the list of search options you can choose

from, click the magnifying glass icon or the triangle (see Figure 3 below).

Figure 3: Available Quick Search options are displayed when you click the magnifying glass icon or the triangle next to

it. The option that is currently selected is marked with a small circle to the left of the option name.

Note: The search conditions are not case-sensitive. For example, a search for John would show the

results john, John, JOHN , and so on.

Searching an entire table or list

To search for a specified text in an entire table (that is, all table columns) or a complete list:

1. Make sure that the text Search Everywhere is shown in the Quick Search box to the right of

the magnifying glass icon . If it is not, click the magnifying glass icon to open the list of

search options, and then click Search Everywhere in the list. (The selected option is marked

with a small circle to the left of the name; Search Everywhere is the default option.)





If there is no triangle next to the magnifying glass icon, the only available option is to search in

the whole table or list and you don’t need to worry about the search scope. In this case you

can go to the next step of this procedure.

2. Click somewhere in the search box, and then type the text you want to look for.

3. To start the search, either wait a moment or press ENTER.

The table or list is filtered to show all the records that contain the specified text in at least one

of the columns.

Also note that when search results are shown, there is a round gray "X" button in the right

part of the Quick Search box. You can click this button to clear the contents of the Quick

Search box (this also restores the view to show all records).

Searching in one column

Note: You can search for text in separate table columns only when you see a triangle pointing

down next to the magnifying glass icon in the Quick Search box.To search for text in only one of the table columns:

1. Click the magnifying glass icon or the triangle next to it. In the list of search options, click

the name of the column you want to search.

2. Click somewhere in the search box, and then type the text you want to look for.

3. To start the search, either wait a moment or press ENTER.

The table is filtered to show only those records that contain the specified text in the specified

column.

Displaying all table records after quick search

To see all the records existing in the table when you have finished using Quick Search, clear the

contents of the Quick Search box. You can do that in one of the following ways:

• Click the round gray "X" button in the right part of the Quick Search box.

• Delete the text in the Quick Search box using keyboard keys (BACKSPACE or DELETE). Then

wait a moment or press ENTER.

Using Advanced Search

With Advanced Search you can specify a number of complex search conditions. The search resultsare more precise than those produced by Quick Search.

The number of search criteria in most cases is equal to the number of columns in a table. For

example, if the Organization Address Books table contains the columns Name, Administrators,

Contacts, Distribution Lists, and Note, the Advanced Search panel will contain a check box for

each of these columns.

The search criteria are slightly more complicated when one of the columns contains information

made up of several properties in combination. For example, the User Accounts table contains such

columns as User Name, Department, and E-mail. The Advanced Search panel will contain the

Department, and E-mail check boxes, but not User Name. The user name is a combination of the

first, last, and middle names of the user, so you can search for each of these properties separately,

using the First Name, Middle Name, and Last Name search options.





The specified conditions are all added together using the logical AND operator. If you specify more

than one condition, you will be looking for records satisfying all conditions at the same time.

Consequently, you can expect to see fewer results.

Note: The search conditions are not case-sensitive.

Searching for objects

To search for objects using Advanced Search:

1. Underneath the box with the magnifying glass icon, click Advanced Search.

The Advanced Search pane is displayed.

2. Select the check box corresponding to the property for which you want to define a search

condition.

3. Select one of the search options.

Some properties only have yes and no options. For example, to look for active or inactive

objects, under Active select either Yes for active objects or No for inactive objects.

In all other cases, you need to select the search option from a list. For text values, the possible

search options are:

• Contains

• Begins with

• Ends with

• Is exactly

• Is empty (the property is not defined, so the corresponding field is empty)

• Is not empty (has any text; the reverse in relation to Is empty)

For numeric values you can select one of the following options:

• = (equal)

• Is between (greater than or equal to one value but less than or equal to the other value)

• > (greater than)

• < (less than)

• ≥ (greater than or equal to)

• ≤ (less than or equal to)

• ≠ (not equal)

4. In the box to the right of the list, type the text or number value. (If there is no such box, skip

this step.)

• If you are defining the search condition for text, type the text you want to search for (for

the options Contains, Begins, and Ends with, type a partial text; for the option Is

exactly, type a complete text). You do not need to specify text for the options Is empty

and Is not empty.

• If you are defining the search condition for numbers, type the number or range of

numbers (for the options =, >, <, ≥, ≤, and ≠, type a number; for the option Is between,

specify a range by typing two numbers).





5. If necessary, specify search conditions for other properties.

6. Click Search.

The table is updated to show only the records satisfying the specified search conditions.

Displaying all table records after advanced search

To see all the records existing in the table when you have finished working with advanced search:

• On the Advanced Search pane, click Show All (see Figure 4 below).

Figure 4: Displaying all table records after advanced search

Hiding the Advanced Search pane

To hide the Advanced Search pane:

• Above the Advanced Search pane, click Hide Search Pane.

Logging off from Unison Control Panel

To log off from Unison Control Panel:

• Click Logout in the top right corner of the workspace.

Troubleshooting

This section offers solutions to basic problems that you may come across when using Unison

Control Panel. If you are experiencing a problem that is not described here, contact the support

team of your Unison hosting provider.

Inability to log on to Control Panel

If you can access the Control Panel logon page but cannot log on, this may be due to one of the

following reasons:

• Incorrect user name or password. Make sure that both your name and password that you have

typed in the corresponding boxes of the logon page are correct. Then try to log on again.





• Control Panel cannot use cookies. To be able to log on to Control Panel, the browser you are

using should allow Control Panel to use cookies. Check the privacy settings in your browser

and make sure that the browser does not block Control Panel cookies. Then try to log on

again.

• Incorrect date and time. If the date or time on your local computer is incorrect, this may

prevent you from logging on. Make sure that the date and time on your computer are set

correctly and then try to log on again.

Display of mixed content in Microsoft Internet Explorer is not enabled

When working with Unison Control Panel using Microsoft Internet Explorer, you may be constantly

getting a message informing you that "the page contains both secure and nonsecure items."

To prevent this message from appearing on the screen repeatedly, you should enable display of

mixed content:

1. Click Tools, and then click Internet Options.

2. Click the Security tab, and then click the Custom Level button on this tab.

3. In the list under Settings, move to the section called Miscellaneous. In this section, find theoptions for Display mixed content. Click Enable.

4. In the Security Settings dialog box, click OK.

5. Click OK in the Internet Options dialog box.




Chapter 2: Managing the Unison service

To manage the Hosted Unison service for your organization, you add and modify information in

Control Panel. This information defines who can use Unison and how, as well as which resources

are available for that.

In this chapter you’ll find detailed instructions for working with the information objects that makeup your Unison service.

Process overview

To start using Unison in your organization, follow these basic steps. Most of the following tasks are

performed in Control Panel.

1. Create user accounts for people in your organization. For detailed instructions, refer to

"Managing user accounts and default account settings" on page 21.

All user accounts are initially associated with the pre-defined department called Main. If

necessary, you can change the name of this department later.

Note that when creating accounts, Control Panel makes some of the settings automatically.

You can accept the automatic settings or specify your own. The automatic settings are

determined by the default account settings (see "About default account settings" on page 28).

If necessary, you can adjust these settings to your needs (see "Changing default account

settings" on page 48).

For existing accounts, you can add the user’s pictures, personal details and other information.

For instructions, see "Editing a user account" on page 33, "Managing the list of blocked

callers" on page 45, and "Managing the user’s personal information and picture gallery" on

page 46.

After you have created the accounts, the account holders can start using Unison.

To get the most out of Unison, users should install Unison Desktop (see "Chapter 3: Working

with Unison Desktop on Windows" on page 102 and "Chapter 4: Working with Unison Desktop

on Linux" on page 105). Alternatively, Unison Web may be used for working with e-mail and

address books in a Web browser (see "Chapter 7: Using Unison Web access" on page 112).

For people who have wireless devices that are enabled for Microsoft Exchange ActiveSync, the

Unison mobile synchronization service is available. (See "Chapter 6: Working with the Unison

mobile synchronization service" on page 110.)

At this step you can also start installing phones for users, see "Chapter 5: Using phones with

Unison" on page 107.

2. If necessary, rename the Main department (see "Renaming a department" on page 20) and

create additional departments (see "Managing departments" on page 19). Note that

departments in Unison are used just to group user accounts and communication resources. So

the departments you specify in Control Panel don’t necessarily have to correspond to the actual

structure of your organization.

If you have created new departments, you can move existing user accounts to these

departments (see "Moving a user account to a different department" on page 34).

3. If necessary, create distribution lists and additional address books (see "Managing address

books and distribution lists" on page 88).

4. If necessary, create hunt groups, see "Managing hunt groups" on page 62.





5. If necessary, make changes to the preinstalled voice menu Main menu (see "Overview of the

Main menu" on page 72) and create additional voice menus (see "Managing voice menus" on

page 68).

If you already have hunt groups defined in Control Panel, associate these hunt groups with

voice menus to make these hunt groups accessible for phone calls.

If you have created hunt groups and associated them with voice menus, the hunt group

administrators can now install and use Unison Call Manager. (See "Chapter 8: Working with

Unison Call Manager" on page 113.)

6. If you want to make or receive external phone calls but your organization is not subscribed to

the managed phone service, you should:

• Specify incoming and outgoing call providers (see "Managing incoming call providers and

outgoing call providers" on page 120).

• Buy or lease external phone numbers from an incoming call provider and register these

numbers in Control Panel (see "Managing phone numbers: additional features" on page 129).

• Assign the registered phone numbers to users and voice menus.

7. Continue adding and modifying information in Control Panel as needed.

Managing departments

Use the Departments page of Unison Control Panel to manage departments (see "Departments

basics" below).

You can:

• Create new departments, see "Creating a new department" on page 20.

• See how many user accounts are associated with particular departments. This information is

shown in the table on the Departments page.

• Rename departments, see "Renaming a department" on page 20.

• Delete departments, see "Deleting departments" on page 20.

Departments basics

You can use departments to group user accounts and communication resources such as phones,

phone numbers, extensions and others.

Departments may be thought of as containers for user accounts: departments contain users, whoare represented in the system by user accounts. Departments may not contain other departments.

In addition to user accounts, the following objects may be associated with a particular department:

phone numbers, extensions, devices (office phones), hunt groups, and address books.

When you log on to Unison Control Panel for the first time, there is already one department called

Main and your user account is associated with this department. (You can change the name of this

department as you like.)

You don’t have to create additional departments if you don’t need them. If the number of Unison

users in your organization is relatively small (up to 20), it’s unlikely that you’ll need more than one

department. However, you may create new departments and use them to better organize the useraccounts and resources.





You can delete unused departments. However, you cannot delete departments that have user

accounts associated with them.

Departments have only one property, a name. A department name can contain upper and

lowercase English letters and underscores (_) only.

Accessing the Departments page

To access the Departments page:

1. Log on to Unison Control Panel (see "Logging on to Unison Control Panel" on page 9).

2. In the left navigation bar under Organization, click Departments.

Creating a new department

To create a new department:

1. Open the Departments page (see "Accessing the Departments page" above).

2. Click Create .

The New Department dialog box is displayed.

3. In the Name field, type the department name. Note that the name can contain upper and

lowercase English letters and underscores (_) only.

4. To create a department with the name you have specified, click Create. (To exit the New

Department dialog box without creating a department, click Cancel.)

Renaming a department

To rename a department:


2. In the table of departments, click the department you want to rename.

3. Click Edit .

4. In the Name field of the Department Properties dialog box, type a new name for the

department. Note that the name can contain upper and lowercase English letters and

underscores (_) only.

5. Click OK.

Deleting departments

You can delete unused departments.

Important: You cannot delete departments that have user accounts associated with them.

To delete one or more departments:


2. In the table of departments, select one or more departments to delete.

3. Click Delete .

4. Confirm your intention to delete the selected departments.





Managing user accounts and default account settings

Use the User Accounts page of Unison Control Panel to manage Unison user accounts (see "User

account basics" below) and default account settings (see "About default account settings" on page 28).

You can:

• Create and edit user accounts as well as manage the associated communication resources and

information. See "Creating a new user account" on page 30 and "Editing a user account" on

page 33. See also, "Changing a user's logon name or password" on page 35, "Specifying

which features are available to a user" on page 36, "Changing a user's e-mail address" on

page 36, "Managing mailbox aliases for users" on page 37, "Specifying phones for a user" on

page 38, "Specifying phone numbers and associated settings" on page 39, "Specifying

extensions for a user" on page 40, "Switching phone setup modes and specifying call

forwarding rules" on page 42, "Managing the list of blocked callers" on page 45,

"Configuring the user's membership in hunt groups" on page 46, and "Managing the user's

personal information and picture gallery" on page 46.

• Move user accounts to different departments. See "Moving a user account to a differentdepartment" on page 34.

• Assign users administrative rights and remove those rights for user accounts. See "About

administrative rights and Unison administrators" on page 28, "Assigning administrative rights

to a user" on page 47 and "Removing administrative rights for a user" on page 47.

• Deactivate active accounts and activate the inactive ones. See "Deactivating and activating user

accounts" on page 48.

• Delete user accounts. See "Deleting user accounts" on page 48.

• Adjust default account settings to your needs to make the account creation process more

efficient. See "Changing default account settings" on page 48.

User account basics

A user account is an information object representing a Unison user (along with all the

communication resources available to that user).

Most of the properties of this information object are defined when creating the account, and can

be changed later; some of the properties can only be defined when editing the account later (for

example, blocked callers list, and contact information).

Unison users can edit some of the properties of their accounts in Unison Desktop. These properties,

for example, include the blocked callers list, phone setup mode, call forwarding rules, personalphone numbers and personal information (certain contact card details).

Each user account is associated with one of the departments defined in the system.

The user account properties include the following information blocks:

• General information about a user including the user’s first, second and last names, the logon

name, password, and other details. For more information, see "About general information in

user accounts" on page 22.

• Permissions, a list of Unison features available to a user. For more information, see "About user

permissions" on page 23.

• E-mail settings, an e-mail address and mailbox aliases. For more information, see "About e-mail

settings" on page 23.





• Phone settings, which include office phones, phone numbers, and extensions associated with a

user, and related options. The phone settings may also include information about the user’s

additional personal phones. For more information, see "About phone settings" on page 24.

• Call handling rules defining how to handle incoming calls and which phone to use for placing

calls through Unison Desktop. For more information, see "About the phone for outgoing calls,

phone setup modes, and call forwarding rules" on page 25.

• Blocked callers, a list of callers whose calls are forwarded directly to voice mail. For more

information, see "About blocked callers and anonymous calls" on page 27.

• Hunt group settings, membership of a user in various hunt groups. For more information, see

"Hunt group basics" on page 62.

• Contact information, which includes the user’s personal details, a user picture and associated

picture gallery. For more information, see "About contact information in user accounts" on

page 27.

Users may be given administrative rights. Users with administrative rights can log on to Control

Panel to manage all aspects of the Unison service for your organization. For more information, see

"About administrative rights and Unison administrators" on page 28.

The user accounts may be active or inactive. If a user account is active, the corresponding user can

use Unison. Inactive accounts correspond to users who (temporarily) cannot use the system. Users

with deactivated accounts are removed from the main address book (the corporate directory).

(Address books are discussed in "Managing address books and distribution lists" on page 88.)

Note that you cannot create more accounts than allowed by your hosting service plan.

About general information in user accounts

The general information about a user includes:

• First, middle, and last names of the user. Names may contain English letters in upper and lower

cases, digits, underscores (_), spaces, and dashes (–).

• Gender.

• Job title.

• Department that the user belongs to, one of the departments registered in the system.

Departments are created and managed on the Departments page of Unison Control Panel

(see "Managing departments" on page 19).

• Display name – the way the name of the user is displayed in Unison Desktop, for example, inthe main address book (corporate directory). The default display name is generated by Control

Panel automatically using the corresponding template, see "About default account settings"

on page 28 and "Changing default account settings" on page 48. You can accept the display

name generated by Control Panel or specify a different name.

• Login – the user’s logon name which, in combination with the password, is used to

authenticate the user in Unison Desktop. The default logon name is generated by Control

Panel automatically using the corresponding template, see "About default account settings"

on page 28 and "Changing default account settings" on page 48. You can accept the logon

name generated by Control Panel or specify a different name.

The logon name may contain from one to 30 characters; only lowercase English letters, digits,and underscores (_) are allowed.





The logon name should be unique, that is, two different Unison users cannot have the same

logon name.

• Password, which in combination with the logon name is used to authenticate the user. The

password is generated by Control Panel automatically. The length of the generated password is

defined by the corresponding default account setting, see "About default account settings" on

page 28 and "Changing default account settings" on page 48. You can accept the password

generated by Control Panel or specify a different one.

The password may be from 6 to 60 characters long and can include any characters.

• Time zone corresponding to the user’s location. (For information about the time zone used by

default, see "About default account settings" on page 28 and "Changing default account

settings" on page 48.)

The time defined in call forwarding rules in the advanced phone setup mode is assumed to be

the local time in the time zone where the user resides. That is why it is important to define the

correct time zone for the call forwarding rules to work properly. (For information about call

forwarding, see "About the phone for outgoing calls, phone setup modes, and call forwardingrules" on page 25.)

About user permissions

User permissions are represented by a list of Unison features that the user is allowed to use. This list

may include the instant messaging and phone services. (All Unison users always have the right to

use the e-mail, calendar, and mobile synchronization services.) In addition, a user can be given

permission to:

• Edit his or her personal information using Unison Desktop.

• Access voice mail from any phone. If this option is not enabled, the user has only "standard"phone access to voice mail. This means that the user has to call his or her extension or phone

number from the office phone registered in the system and assigned to that user. (In addition,

all Unison users can access their voice mail in Unison Desktop.) For more information on the

standard and extended phone access to voice mail, see "About phone access to voice mail" on

page 29. Phone access to voice mail using voice menus is discussed in "Accessing the voice

mail management menu from the Main menu" on page 74.

About e-mail settings

The e-mail settings in user accounts are represented by the following main properties of the user’s

mailbox.

• E-mail – the main e-mail address. The local part in the main e-mail address (the part before the

"at" sign (@)) is always the same as the user’s logon name.

• Aliases – mailbox aliases, that is, alternative e-mail addresses.

In addition to the main e-mail address, a user can have a number of mailbox aliases, or

additional e-mail addresses. For example, if a user’s e-mail address is [email protected], an

alias could be [email protected].

If an e-mail is sent to an address defined by an alias, it is delivered to the user’s mailbox.

Note: Only numerals, lowercase and uppercase English letters, hyphens (-), dots and

underscores (_) are allowed in the local part of aliases. A dot may not be used at the beginning

or end, and there may not be two or more dots following one another.





• Quota – the mailbox size in megabytes. You don’t set the quotas in Control Panel. However,

you can see them in a separate column on the User Accounts page.

• Free space – the number of megabytes available in the mailbox. Similarly to the quotas, this

information is shown on the User Accounts page.

About phone settings

Phone settings in user accounts are represented by:

• Devices, one or more phone devices (office phones) assigned to (or owned by) the user. A user

can be assigned only phones associated with his or her department or ones that are not

associated with any of the departments.

Normally, devices are created and managed on the Phone Devices page of Control Panel (see

"Managing phone devices" on page 59). You can also create devices for the user when

creating a user account or editing the properties of the user account.

When creating a user account, depending on the current default account settings, one phone may

be assigned to the user automatically (if the phone is already registered in Control Panel). For

information about automatic account settings, see "Changing default account settings" on page 48.

In relation to call forwarding rules associated with the user account, phones owned by the user

may be characterized as used or not used . (The used phones in Unison Control Panel are

marked with a check in the corresponding tables.)

Phones that are not used (or mentioned) in any of the call forwarding rules are not available for

incoming phone calls.

• Phone numbers, one or more phone numbers assigned to (or owned by) the user. A user can

be assigned only phone numbers associated with his or her department or ones that are not

associated with any of the departments.Phone numbers are managed on the Phone Numbers page of Control Panel (see "Managing

phone numbers" on page 51).

One of the user’s phone numbers may be selected as an outgoing caller ID. If this is done, the

corresponding phone number will be used to identify the user when he or she calls people

outside Unison using his or her office phone. This may be useful when a user has more than

one phone number.

• Extensions, one or more extensions (extension numbers) assigned to (or owned by) the user. A

user can be assigned only extensions associated with his or her department or ones that are

not associated with any of the departments.

Normally, extensions are created and managed on the Extensions page of Control Panel (see

"Managing extensions" on page 56). You can also create extensions for the user when

creating a user account or editing the properties of the user account.

When creating a user account, depending on the current default account settings, one

extension may be assigned to the user automatically (if the extension is already registered in

Control Panel). For information about automatic account settings, see "Changing default

account settings" on page 48.

• Encrypt calls when possible option. If this option is selected, Unison will try to encrypt all phone

conversations the user participates in. The actual ability to have encrypted phone conversations

will depend on the features and settings of the phones used.Note that the user can change this setting in Unison Desktop.





In addition to the office phones (referred to as devices or phone devices), a user can have two more

phones enabled. These two personal phones are called a custom phone and a mobile phone in

Control Panel. The custom phone may be specified when creating or editing a user account. The

mobile phone may be specified only when editing an existing account (when adding the user’s

contact information).

If specified, the custom phone may act as an alternative to an office phone or phones. The custom

phone may correspond, for example, to a phone at home or a mobile phone which the user may

want to use for making and receiving calls. The custom phone is characterized by a name and a

phone number. The name is optional. If not specified, the name Custom Phone is set by default.

The number is required.

A Unison user can define the custom phone and then edit its properties in Unison Desktop. The

changes made through Unison Desktop and Control Panel are automatically synchronized.

About the phone for outgoing calls, phone setup modes, and call forwarding rules

The user’s phone for outgoing calls is the one that is used for placing calls through Unison Desktop.(For more information, see Unison Desktop Help.) The following user phones may be selected as the

phone for outgoing calls: one of the office phones, the custom phone, or the mobile phone.

The phone setup mode and call forwarding rules (in the advanced phone setup mode) define how

to handle incoming calls addressed to the user.

Basic and advanced phone setup modes. There are two phone setup modes – basic and

advanced. The default mode is the basic mode.

The call forwarding rule in the basic mode. In the basic phone setup mode there is only one call

forwarding rule, which is created automatically. According to this rule (called the default rule), all

incoming calls (except for those from blocked callers) to all of a user’s phone numbers and

extensions are routed to a single specified phone. If not answered within 30 seconds, the calls are

forwarded to the user’s voice mail.

In the basic mode, the phone for outgoing calls is the same as the one used to receive incoming

calls.

When you switch from basic to advanced mode, you can modify the default rule and add more call

forwarding rules.

Call forwarding rules in the advanced mode. In the advanced phone setup mode, there may be

as many call forwarding rules as required. The rules themselves may be rather sophisticated.

The set of rules always contains at least one rule, namely, the default rule. This is the rule that is

created automatically in the basic mode.

The default rule defines how to route calls in cases when there are no other, more specific, rules.

You can make changes to the default rule, but you cannot delete or deactivate it.

Each call forwarding rule in the advanced mode associates all phone numbers and extensions

owned by the user with the time of the call and a sequence of destinations to which the call is

routed. This means that different call forwarding rules may be specified for different call times.

Call destinations may be the office phones owned by the user, the user’s voice mail box, extensions,

or phone numbers. For office phones and phone numbers, you can specify timeouts, which define

how long the system should wait for the call to be answered before routing the call to the next

destination.





The last of the call destinations in all call forwarding rules is always the user’s voice mail. This

destination is added to the call routing table automatically and cannot be deleted or deactivated.

Note: It is possible, but not recommended, to use an extension or phone number belonging to a

different user as a call forwarding destination. When processing this type of destination, the system

will use the call forwarding rules associated with the account of that (other) user. Then, if the call is

not answered and a voice mail message is recorded, this message will be delivered to the voice mail

box of the extension or the phone number owner. As a result, the wrong user may get the voice mail.

Call forwarding rules in the advanced mode have the following properties:

• Name – the name of the rule, provided just for reference purposes. The default name for the

default rule is ‘Auto.’ Names of other rules, by default, start with the word ‘Custom’ followed

by a number. You can change the name of any call forwarding rule as you think is appropriate.

• Time periods defining the time of day, days or months when the rule is active. In the default

rule, time periods cannot be edited because it is active "always," that is, every day of every

month from 00:00 until midnight.

• Call routing rules, represented as a sequence of call destinations. The call destinations such as

phones and phone numbers have timeouts associated with them. The last of the call

destinations is always the user’s voice mail.

• State: active or inactive. Call forwarding rules may be made temporarily inactive and then

reactivated again. The active/inactive state in relation to call forwarding rules has the same

meaning as for other objects, see "Inactive objects" on page 11.

Call destinations in call routing rules have the following properties:

• Order – parameter whose value defines the order of the call destination in the routing

sequence.

The order is a positive integer number in the range from 1 to 100. The lower the value of the

order parameter, the sooner the destination is tried (in relation to other destinations).

Destinations with the same value for this parameter are tried at the same time. Values in the

sequence defined by the order parameters of different destinations do not necessarily need to

follow each other. There may be gaps, and the sequence 3–7–7–99, for example, would be

processed in the same way as 1–2–2–3.

Voice mail is always the last destination in the sequence. The order parameter for voice mail is

set to 100 and cannot be changed. For this reason, for all destinations other than voice mail,

the value of the order parameter cannot be greater than 99.

• Timeout (for phones and phone numbers), a period of time during which the destination is

"tried." If, within the specified time, the call is not answered at the specified destination, the

call is routed to the next destination.

For destinations with the same value for the order parameter, the timeouts are also the same.

In the case of voice mail, the call is almost immediately "answered" by the Voice Mail service.

That is why the timeout for voice mail is never specified. For extensions, the situation is similar:

the call is forwarded to a specified extension right away (and then processed according to the

forwarding rule or rules specified for the extension owner).

• State: active or inactive. Destinations may be made temporarily inactive and then reactivated

again. The active/inactive state in relation to destinations has the same meaning as for other

objects, see "Inactive objects" on page 11.

Voice mail as a call destination cannot be deactivated.





Important: If you switch from the advanced to the basic mode, the default rule is automatically

reverted to the state appropriate for the basic mode. All other call forwarding rules are deleted.

A Unison user can switch phone setup modes, edit call forwarding rules, and select the phone for

outgoing calls in Unison Desktop. The changes made through Unison Desktop and Control Panel

are automatically synchronized.

About blocked callers and anonymous calls

Blocked callers are people whose calls are routed directly to voice mail, bypassing the user’s phone

or phones. To identify the blocked callers, their caller IDs are used. The caller ID is a synonym for the

phone number used to initiate calls.

The user’s blocked callers list can contain up to 100 phone numbers.

You can manage the list of blocked callers only when you are editing an existing user account.

There is an option of forwarding all anonymous calls directly to voice mail. (Anonymous calls are the

ones for which the caller ID is not known.)A Unison user can edit the blocked callers list associated with his or her account in Unison Desktop.

Changes made through Unison Desktop and Control Panel are automatically synchronized.

About contact information in user accounts

The main purpose of contact information in user accounts is to provide additional details about a

user. Once defined, these details become available to all Unison users in the Corporate Directory in

Unison Desktop.

The contact information cannot be defined when creating a user account. You can add the contact

information only for an existing user account, when editing the account.

A Unison user can be granted permission to edit his or her contact information. If this is the case,

the user can make modifications to the contact information in Unison Desktop. Changes made in

Unison Desktop and in Control Panel are automatically synchronized.

Note: Users can edit only their personal information in Unison Desktop, so it’s important that you

set any necessary business details correctly (users will not be able to change their work phone, work

address, and so on).

The contact information includes:

• Title (Dr., Mr., Mrs. and so on) and Suffix (Sr., Jr., and so on). Title and suffix, together with the

user names, are used to compose the user’s full name as it is displayed in the main

organization address book. For example, if a user with the first, middle, and last names "John

W. Smith" has the title "Dr." and suffix "Sr.", this user’s full name in the address book will be

shown as "Dr. John W. Smith Sr."

• Birthday. If set, other Unison users will be notified of the event through Unison Messenger and

the calendar in Unison Desktop on the corresponding day. Note that the year in the birthday is

optional.

• Additional business, home, and mobile phone numbers, postal and e-mail addresses, and so on.

Note: If set, the first of the mobile phones can be defined as the user’s phone for outgoing

calls. (See "About the phone for outgoing calls, phone setup modes, and call forwarding rules"

on page 25.)





• The user’s picture and associated picture gallery. You can upload images onto the server to

form a picture gallery for the user. The image files should be in one of the following formats:

JPEG, GIF, PNG, or TIFF. If the user is allowed to edit personal information, he or she can

manage the picture gallery in Unison Desktop.

About administrative rights and Unison administrators

Any Unison user account holder can be given administrative rights and thus become a Unison

administrator. Unison administrators can log on to Control Panel to manage all aspects of the

Unison service for the organization.

Initially, there is only one Unison administrator. This is the person who signed up for the Hosted

Unison service and, as a result, became the hosting account owner.

The hosting account owner can make other users Unison administrators. They, in their turn, can

assign administrative rights to other user account holders.

The Unison administrators can also remove the administrative rights for any other user who is

currently an administrator. However, they cannot remove those rights for their own accounts; onlyother administrators can do that.

The Unison administrators can deactivate or delete any user accounts except for their own.

To access Control Panel, Unison administrators use their Unison e-mail address or any of the

mailbox aliases as a logon name. The password is the same as when logging on to Unison Desktop

or other Unison user applications.

To mark which users have administrative rights, the star icon is used in Control Panel.

About default account settings

Default account settings are the ones that Control Panel suggests and applies by default when

creating all new user accounts. By adjusting the default settings to your needs, you can considerably

speed up the account creation process and make it more efficient.

Note that the default settings do not affect the existing user accounts in any way. If you change the

default settings, this will only change what Control Panel suggests for new user accounts. Nothing

will change in the accounts that you created before that.

The default account settings include:

• Templates for automatically generating the user display name and logon name. These

templates are referred to as a format in Control Panel. You can use pre-defined variables

(placeholders) and text in the templates. For example, the template %fn.%last for the userwith the first name John and the last name Smith will generate J.Smith. For the complete list of

available variables, see "Changing default account settings" on page 48.

• Password length, the number of characters in an automatically generated user’s password.

• Time zone, which corresponds to the location of a user.

• Permissions, the list of Unison features available to a user.

• E-mail settings, templates for automatically generating mailbox aliases.

• Phone settings, which include device (phone) type, password length, and options related to

encrypted phone calls and automatic assignment of available devices and extensions to new

users. Phone settings also include templates (referred to as a "format") for automatically

generating device (phone) names.





• Destination timeout for call forwarding rules.

The procedure for changing the default account settings and additional details can be found in

"Changing default account settings" on page 48.

About phone access to voice mail

The phone access to voice mail includes standard access and extended access.

Standard access is available to all Unison users who have the phone service enabled. Standard

access means that to access voice mail, users have to call their own extension or phone number

from their own office phone (the office phone registered in the system and assigned to that user).

In all such cases, the user is asked to enter the voice mail PIN code. (This PIN code is initially set by

the user in Unison Desktop and then can be changed either in Unison Desktop or over the phone.)

If the PIN code is correct, the user gains access to the voice mail management menu. This is an

embedded voice menu that includes the following options:

• Listening to, navigating in and managing (for example, deleting) the messages contained in the

voice mailbox.

• Recording a greeting that other callers will hear when the user cannot answer a call (to replace

the one initially provided in the system, which asks callers to leave a message after the tone).

• Changing the voice mail PIN code.

Extended access to voice mail (also referred to as access to voice mail from any phone) is enabled or

disabled separately. This may be done by the user in Unison Desktop, or by a Unison administrator

in Unison Control Panel. If extended access is enabled, the user can access his or her voice mail in

more than one way:

• By calling his or her extension or phone number from any office phone registered in the

system.

• By calling his or her phone number from any phone anywhere.

If the call is not answered on any of the appropriate phones (these phones are defined by a call

forwarding rule associated with the called extension or number), the user hears the message asking

to leave a message after the tone.

To access the voice mailbox instead of leaving a message, the user has to press the pound key (#)

on the phone keypad at any time but before the tone.

After pressing the pound key, the user is asked to enter his or her extension number. (If the user has

more than one extension, any of the extensions will do.) Then the user is asked to enter the PIN

code. If the PIN is entered correctly, the user gets access to the voice mail management menu.

Note that there is also an alternative way of implementing extended phone access to voice mail,

using voice menus. One possibility is discussed in "Overview of the Main menu" on page 72,

"Assigning external phone numbers to the Main menu" on page 73, and "Accessing the voice mail

management menu from the Main menu" on page 74.

Accessing the User Accounts page

The User Accounts page is displayed each time you log on to Unison Control Panel (see "Logging

on to Unison Control Panel" on page 9).

To access the User Accounts page from a different Unison Control Panel page:

• In the left navigation bar under Organization, click User Accounts.





Creating a new user account

When creating a new user account, you specify only the most important account settings. You can

then add more information when editing the account, see "Editing a user account" on page 33.

Note: The maximum number of user accounts is defined by your hosting service plan.

To create a new user account:

1. Open the User Accounts page (see "Accessing the User Accounts page" on page 29).

2. Click Create .

The New User wizard opens.

Note: If you reach the maximum number of user accounts allowed by your service plan, a

warning is displayed: "You have reached the maximum number of users permitted by your

service plan." In this case you won’t be able to create more accounts.

3. On the General page of the wizard:

• Type the user’s first name, middle name, last name, and job title in the correspondingfields.

• Select the user’s gender from the Gender list.

• Select the department that the new user belongs to from the Department list.

The display name and logon name are generated automatically using the information that

you have entered by now and the default name generation templates specified for these

fields (see "About default account settings" on page 28 and "Changing default account

settings" on page 48).

The password is also generated automatically. The number of characters in the generated

password corresponds to the default password length (see "About default account

settings" on page 28 and "Changing default account settings" on page 48).

You can change the display name, logon name, and password as needed.

Important: The user’s logon name may contain from one to 30 characters; only

lowercase English letters, digits, and underscores (_) are allowed. The password may be

from 6 to 60 characters long and can include any characters.

• If necessary, select the time zone appropriate for the user from the Time zone list. (The time

zone suggested by Control Panel corresponds to the default time zone, see "About default

account settings" on page 28 and "Changing default account settings" on page 48.)

Note: The time that you set in call forwarding rules in the advanced phone setup mode is

assumed to be the local time in the time zone where the user resides. That is why it is

important to define the correct time zone for the call forwarding rules to work properly.

• Click Next. If a user account with the same logon name already exists, a notification

message is displayed. In this case, you have to provide a different, unique logon name.

The Permissions page of the New User wizard is displayed.

4. Specify which of the Unison features the user is allowed to use. To do that, select or clear the

corresponding check boxes. (Permissions suggested by Control Panel correspond to the default

permissions, see "About default account settings" on page 28 and "Changing default account

settings" on page 48.) Click Next.

The E-mail page of the New User wizard is displayed.





5. On the E-Mail page, set the properties of the user’s mailbox:

• Specify the main e-mail address. To do that, in the E-mail box, select the required domain

name from the list. (The local part of the e-mail address is always the same as the logon

name.)

• If necessary, specify one or more mailbox aliases (that is, additional e-mail addresses).To create an alias, type the alias name in the New Alias field, select the desired domain

from the list, and then click Add.

Note: Only numerals, lowercase and uppercase English letters, hyphens (-), dots and

underscores (_) are allowed in the local part of aliases. A dot may not be used at the

beginning or end, and there may not be two or more dots following one another.

To delete unnecessary aliases, select the corresponding text fragment next to Aliases, and

then press DELETE.

• Click Next.

The Phone page of the New User wizard is displayed.

6. On the Phone page, specify the user’s devices (office phones), phone numbers, and

extensions.

Note: A user can be assigned only the phones, phone numbers and extensions that are

associated with the user’s department, or ones that are not associated with any of the

departments.

• Assign phones to the user, using the buttons next to the table of devices. For additional

instructions, see "Specifying phones for a user" on page 38.

Note: One phone may be assigned to a user automatically if two conditions are met:

1) the "add devices automatically" option is currently turned on in the default account

settings and 2) there is at least one phone registered in the system that is currently active

but not assigned to anybody. Otherwise, phones have to be assigned to the user

manually. For information about the default account settings, see "About default account

settings" on page 28 and "Changing default account settings" on page 48.

• If necessary, assign phone numbers, using the buttons next to the list of phone numbers.

If asked for a 911 location (see "About the 911 location" on page 52), specify the

necessary information. See "Specifying the 911 location for a phone number" on page 55

for corresponding instructions. See also, "Updating the 911 location for a phone number"

on page 56.

You can also select one of the numbers as the user’s caller ID (see the description of this

setting in "About phone settings" on page 24). To do that, select the required phone

number in the list and then select the Select as outgoing caller ID check box.

For additional instructions, see "Specifying phone numbers and associated settings" on

page 39.

• Assign extensions, using the buttons next to the list of extensions. For additional

instructions, see "Specifying extensions for a user" on page 40.

Note: One extension may be assigned to a user automatically if two conditions are met:

1) the "add extensions automatically" option is currently turned on in the default account

settings 2) there is at least one extension registered in the system that is currently active

but not assigned to anybody. Otherwise, extensions have to be assigned to the user

manually. For information about the default account settings, see "About default account

settings" on page 28 and "Changing default account settings" on page 48.





• Select or clear the Encrypt calls when possible check box. For explanation of the

corresponding option, refer to "About phone settings" on page 24. (The initial state of

the check box depends on the current default settings, see "About default account

settings" on page 28 and "Changing default account settings" on page 48.)

• If necessary, select the Manually set phones for placing and receiving calls check box.

If selected, you will be able to define the user’s custom phone, select the phone for

incoming and outgoing calls, and also configure call forwarding rules on the next page of

the wizard.

Note 1: You can select the Manually set phones for placing and receiving calls check

box only if the user has: 1) a device assigned and 2) a phone number or an extension

assigned.

Note 2: Regardless of whether the Manually set phones for placing and receiving

calls check box is selected or not, the system automatically creates one call forwarding

rule named ‘Auto.’ This is the default rule (see the description of the default rule in

"About the phone for outgoing calls, phone setup modes, and call forwarding rules" onpage 25).

When you have finished working with the Phone page, click Next. If you decided to set

phones for placing and receiving calls manually, refer to the next step for instructions.

Otherwise, skip that step.

7. On the Calls page you can:

• Select the phone for incoming and outgoing calls. If the user has more than one office

phone assigned, the system selects the first phone from the list of devices in alphabetical

order. To choose a different phone, select a phone from the list under For

incoming/outgoing calls use.

Note: If you enable the user’s custom phone, you will be able to select this phone as the

phone for incoming and outgoing calls.

• Enable the user’s custom phone. To do that, select the Enable custom phone check box

and type a description of the phone (optional) and the phone number in the Name and

the Phone number boxes respectively.

• Switch to the advanced phone setup mode to edit the default call forwarding rule and

specify additional rules. To do that, click Switch to Advanced Mode and then manage

the rules using the buttons under the table of call forwarding rules. For more information,

refer to "Switching phone setup modes and specifying call forwarding rules" on page 42.

When you have finished working with the Calls page, click Next.

8. On the Hunt Groups page, you can specify that the user is a member of one or more existing

hunt groups (see "Hunt group basics" on page 62) and define the associated settings.

To configure the user’s membership in hunt groups, use the buttons underneath the table of

hunt groups. For more information, refer to "Configuring the user’s membership in hunt

groups" on page 46.

When you have finished working with the Hunt Groups page of the New User wizard, click

Next.

9. Review results on the Summary page.

10. Click Finish to create the user account.





To change aliases, edit the information in the area next to Aliases.

To delete unnecessary aliases, select the corresponding text fragment next to Aliases, and

then press DELETE.

6. On the Phone tab, you can manage the user’s office phones, phone number, and extensions.

You can also select one of the user’s phone numbers as the user’s outgoing caller ID andenable or disable the encrypt calls when possible option. (See "About phone settings" on page

24.) For instructions, refer to "Specifying phones for a user" on page 38, "Specifying phone

numbers and associated settings" on page 39, and "Specifying extensions for a user" on page

40. See also, "Specifying the 911 location for a phone number" on page 55 and "Updating

the 911 location for a phone number" on page 56.

7. On the Calls tab, you can select the phone for outgoing calls, enable or disable the user’s

custom phone, switch the phone setup mode, and manage the call forwarding rules associated

with the user account. For more information and instructions, refer to "About the phone for

outgoing calls, phone setup modes, and call forwarding rules" on page 25 and "Switching

phone setup modes and specifying call forwarding rules" on page 42.8. On the Blocked Callers tab, you can manage the list of blocked callers (see "About blocked

callers and anonymous calls" on page 27).

• Use the buttons under the list of caller IDs to add phone numbers to the list, to change

the phone numbers, and to remove numbers from the list.

• You can also specify that all anonymous calls should be forwarded directly to voice mail by

selecting the corresponding check box.

For more information on working with the blocked callers list, see "Managing the list of

blocked callers" on page 45.

9. On the Hunt Groups tab, you can manage the information related to the user’s membership

in hunt groups. (See "Hunt group basics" on page 62.) For instructions, refer to "Configuring

the user’s membership in hunt groups" on page 46.

10. On the Contact Info tab, you can manage the user’s personal details and the picture gallery

(see "About contact information in user accounts" on page 27).

• To specify personal information, use the corresponding lists and boxes. Also use the Edit

buttons to get access to dialog boxes where you can specify postal addresses.

• To manage the picture gallery, open the Picture Gallery dialog box by clicking the

Replace button.

For more information, refer to "Managing the user’s personal information and picture gallery"

on page 46.

11. When you have finished working with the user account, click OK in the User Account

Properties dialog box.

Moving a user account to a different department

When a user is transferred to a different department, you need to pay special attention to the

objects that are associated with both the user and the original department. This refers to:

• Phone devices, phone numbers, and extensions.

• Hunt groups.





To make management of these multiple associations more convenient and efficient, changing the

department for a user account in Control Panel is a separate task (it can’t be performed while

editing the user account).

To change the department for a user account:


2. Select the necessary account and click Move .

The Change Department wizard opens.

3. On the Choose Department page of the wizard, select the department to move the user to.

Click Next.

The Manage Phones page opens. All of the user’s devices, phone numbers, and extensions

are shown, but you can only work with the ones that are associated with the original

department.

4. Specify how to handle the associations of the devices, phone numbers, and extensions with the

user and the original department. You can:

• Keep the objects with the user and move them to the department the user is moved to. If

this is your intention, you don’t need to do anything. This is what the wizard suggests by

default.

• Unassign the objects from the user and leave them in the original department. To do this,

select the corresponding objects and click Unassign. (If you change your mind, you can

restore the initial state of the objects by selecting them and then clicking Keep.)

5. When you have finished working with the devices, phone numbers, and extensions, click Next.

The View Hunt Group Memberships page opens. This page shows all hunt groups the user

is currently a member of.

The user will be removed from the hunt groups that are associated with the original

department. Such hunt groups are displayed in the upper part of the page under User will no

longer be a member of. The rest of the hunt groups are shown under User remains a

member of.

6. When you have finished studying the information shown on the View Hunt Group

Memberships page, click Next.

The Synchronize User Account page opens. This page provides the instructions that the user

has to follow to continue using Unison.

Study the instructions carefully. You have to make the user aware of the required steps. You

should also make sure that he or she follows the instructions properly.

Note: To continue using the Unison mobile synchronization service (see "Chapter 6: Working

with the Unison mobile synchronization service" on page 110), the user must create a new

profile in a synchronization application on the mobile device.

7. To accept and save all changes resulting from the change of the department, click Finish.

Alternatively, click Cancel to quit the wizard without saving any changes.

Changing a user's logon name or password

The logon name and password are explained in "About general information in user accounts" on

page 22.





To change a user's logon name or password:


2. Click the required user account in the table, and click Edit .

The User Account Properties dialog box is displayed.

3. To change the user's logon name, edit the information in the box next to Login. The logon

name may contain from one to 30 characters; only lowercase English letters, digits, and

underscores (_) are allowed.

Note: If the user’s logon name is changed, the corresponding user is affected in the following

ways:

• To continue using Unison, the user must create a new profile in Unison Desktop.

• To continue using the Unison mobile synchronization service (see "Chapter 6: Working

with the Unison mobile synchronization service" on page 110), the user must also create a

new profile in a synchronization application on the mobile device.

3. To change the user's password, select the Change password check box, and type a new

password in the box underneath. The password may be from 6 to 60 characters long and can

include any characters.

4. Click OK in the User Account Properties dialog box.

Specifying which features are available to a user

Features available to a user are called user permissions. (See "About user permissions" on page 23.)

You set up user permissions when creating user accounts (see "Creating a new user account" on

page 30). You can change permissions at a later time by editing the corresponding user accountsettings:




3. Click the Permissions tab.

4. Use the checkboxes on this tab to enable or disable the corresponding features for the user.


Changing a user's e-mail address

The local part of a user's e-mail address in Unison (the part before the "at" sign @) is always the

same as the user’s logon name. So, to change this part, you have to change the user's logon name

(see "Changing a user's logon name or password" on page 35). The alternative way for a user to

have an e-mail address with the local part that he or she wants is to create a corresponding mailbox

alias (see "About e-mail settings" on page 23 and "Managing mailbox aliases for users" on page

37). Consider the following example:

For the user John Smith, the default logon name is jsmith (unless you have changed the default for

this setting). So the main e-mail address of such a user may be something like [email protected].

If this user wanted to have the address [email protected], one of the possible ways ofachieving this would be to change the logon name to john.smith. The alternative way of getting the





same result without changing the logon name would be to create the mailbox alias

[email protected].

The domain (the part after the "at" sign) can be changed only if your organization has more than

one domain. If this is the case, to change the domain:




3. Click the E-mail tab.

4. To the right of E-mail, select the required domain from the list that follows @.


Managing mailbox aliases for users

Mailbox aliases are explained in "About e-mail settings" on page 23.

You can specify mailbox aliases when creating user accounts (see "Creating a new user account"

on page 30). You can change mailbox aliases at a later time by editing the corresponding user

account settings:




3. Click the E-mail tab.

If this mailbox already has one or more aliases, they are shown in the area to the right ofAliases.

Now you can:

• Create new mailbox aliases.

• Change existing aliases.

• Delete unnecessary aliases.

To create a new mailbox alias:

1. Type the local part of the alias in the box next to New alias.

2. If more than one domain is available, select the required domain from the list that follows @.

3. Click Add.


Note: Alternatively, you can specify new aliases by typing in the area to the right of Aliases. In this

case, you should type each alias on a new line, or use a space to separate the aliases.

To change mailbox aliases:

1. Edit the information in the area to the right of Aliases. (You work with the aliases in this area

as you would with any text information.)






To delete unnecessary mailbox aliases:

1. In the area to the right of Aliases, select the text that corresponds to the alias, and press

DELETE.

2. If necessary, do the same for other aliases.


Specifying phones for a user

You can assign phones to a user when creating a user account, or at a later time when editing an

existing user account. (Phones can also be associated with existing user accounts when "creating"

phones or editing their properties on the Phone Devices page of Control Panel.)

You can specify phones in two places:

• When creating the user account, on the Phone page of the New User wizard.

• When editing the user account, on the Phone tab of the User Account Properties dialog

box. (For instructions on opening the User Account Properties dialog box, see "Editing a user

account" on page 33.)

Phones associated with the user account are shown in the table of devices. This is the uppermost

table on the Phone page or tab.

In the table of devices, the most essential phone properties are shown in the following columns:

• Used: The state of the phone in relation to call forwarding rules specified for the user account.

The phones that are "used" (that is, mentioned in at least one of the rules) have a checkmark

in the column "Used." Note that the phones not marked as "used" are not available for

incoming phone calls.

• Device: The name of the phone.

• Type: The type of the phone ("Cisco" or "unknown").

To assign one or more phones to the user:

1. On the Phone page or tab, click Add to the right of the table of devices.

The Available Devices dialog box is displayed.

The table in the Available Devices dialog box shows the active phones that belong to the

user’s department or do not belong to any of the departments.

2. You can assign one or more of the phones in this table to the user. To do that, select the

phones in the table, and then click Select underneath the table. As a result, the selected

phones appear in the table of devices on the Phone page or tab. To close the Available

Devices dialog box when you have finished adding devices, click Close in the lower right part

of the dialog box.

3. If there are no phones in the table of available devices, you can create a new phone for the

user. To do that, click Create underneath the table in the Available Devices dialog box. The

New Device dialog box is displayed, which you can use for specifying the properties of the

new phone. (Phone properties are explained in "Device basics" on page 60.)

When you have finished working with the settings for the new phone, click Create. The phone

that you have created appears in the table of devices on the Phone page or tab.

4. When you have finished working with the Phone page or tab:





• If you are creating a new user account, click Next to proceed to the next page of the

New User wizard.

• If you are editing the properties of an existing account, to save the changes made and

close the User Account Properties dialog box, click OK in the dialog box. To continue

working with the properties of the user account, click the desired tab in the User

Account Properties dialog box.

On the Phone page or tab, you can also:

• Create phones for the user. To create a new phone, click Create to the right of the table of

devices. In the New Device dialog box, specify the properties of the new phone and click

Create. As a result, the new phone is created and assigned to the user.

• Edit the properties of the user's phones. To do that, click the phone you are going to edit, and

then click Edit. In the Device Properties dialog box, change the phone properties and click OK.

• Remove unnecessary phones from the list of the user's phones. To do that, select one or more

phones in the table and click Remove. Confirm your intention to remove the selected phone

or phones by clicking OK.

Note: When you remove a phone from the list the user's phones, you do not remove that

phone from the system. The phone just becomes unassigned to any user and, if necessary, you

can assign this phone to a different user at a later time. To remove the phone from the system

completely, follow the instructions provided in "Deleting devices" on page 61.

• Specify phone numbers and extensions for the user. (See "Specifying phone numbers and

associated settings" below and "Specifying extensions for a user" on page 40.)

• Enable or disable the encrypt calls when possible option by selecting or clearing the

corresponding check box. (This option is explained in "About phone settings" on page 24.)

Specifying phone numbers and associated settings

Note: If a user doesn’t have any external phone numbers assigned, his or her phones and voice mail

will only be accessible from inside the Unison telephone network, see "Phone number basics" on

page 51.

You can assign phone numbers to a user and specify associated settings when creating a user

account, or at a later time when editing an existing user account. (Phone numbers can also be

associated with existing user accounts on the Phone Numbers page of Control Panel.)

You can specify phone numbers in two places:





Phone numbers associated with the user account are shown in the list of phone numbers. On the

Phone page or tab, this list is underneath the table of devices.

The outgoing caller ID, if specified, is shown in bold. (The outgoing caller ID is explained in "About

phone settings" on page 24.)

To assign one or more phone numbers to the user:

1. On the Phone page or tab, click Add to the right of the list of phone numbers.





The Available Phone Numbers dialog box is displayed.

The list of available phone numbers shows active phone numbers that belong to the user’s

department or do not belong to any of the departments.

2. You can assign one or more phone numbers in this list to the user. To do that, select the

phone numbers in the list, and then click Select underneath the list.

You may be prompted to specify and send the 911 location information to your phone service

provider (see "About the 911 location" on page 52). See "Specifying the 911 location for a

phone number" on page 55 for corresponding instructions. See also, "Updating the 911

location for a phone number" on page 56.

3. When you have finished adding phone numbers, click Close in the lower right part of the

Available Phone Numbers dialog box.



New User wizard.






• Update the 911 location information for any of the phone numbers assigned to the user (see

"About the 911 location" on page 52). To do that, click the number, and then click Update

911 Location. Then follow the instructions provided in "Specifying the 911 location for a

phone number" on page 55.• Remove unnecessary phone numbers from the list of the user's phone numbers. To do that,

select one or more phone numbers in the list and then click Remove to the right of the list.

When asked, confirm your intention to remove the selected phone numbers by clicking OK in

the corresponding message box.

Note: When you remove a phone number from the list of the user's phone numbers, you do

not remove that phone number from the system. The phone number just becomes unassigned

to any user and, if necessary, you can assign this phone number to a different user at a later

time.

• Select one of the phone numbers as the user’s outgoing caller ID. (This setting is explained in

"About phone settings" on page 24.) To do that, select the required phone number in the list

and then select the Select as outgoing caller ID check box.

• Specify phones and extensions for the user. (See "Specifying phones for a user" on page 38

and "Specifying extensions for a user" below.)



Specifying extensions for a user

You can assign extensions to a user when creating a user account, or at a later time when editing

an existing user account. (Extensions can also be associated with existing user accounts when"creating" extensions or editing their properties on the Extensions page of Control Panel.)





You can specify extensions in two places:





Extensions associated with the user account are shown in the list of extensions. On the Phone page

or tab, this list is underneath the list of phone numbers.

To assign one or more extensions to the user:

1. On the Phone page or tab, click Add to the right of the list of extensions.

The Available Extensions dialog box is displayed.

The list of available extensions shows the active extensions that belong to the user’s

department or do not belong to any of the departments.

2. You can assign one or more extensions in this list to the current user. To do that, select theextensions in the list, and then click Select underneath the list. As a result, the selected

extensions appear in the list of extensions on the Phone page or tab. When you have finished

adding extensions, click Close in the lower right part of the dialog box.

3. If there are no extensions available, you can create new extensions. To create a new extension,

click Create in the Available Extensions dialog box. In the New Extension dialog box,

specify the desired extension, and, if necessary, add a note. Then, click Create. Note that when

working with the Extension field in the New Extension dialog box, you can use the prompts

provided by Control Panel (see "Creating extensions" on page 58).

The extension that you have created appears in the list of extensions on the Phone page or

tab.



New User wizard.






• Create extensions for the user. To create a new extension, click Create to the right of the table

of extensions. In the New Extension dialog box, specify the new extension and click Create.

As a result, the new extension is created and assigned to the user.

• Remove unnecessary extensions from the list of the user's extensions. To do that, select one or

more extensions in the list and click Remove. Confirm your intention to remove the selected

extension or extensions by clicking OK.

Note: When you remove an extension from the list the user's extensions, you do not remove

that extension from the system. The extension just becomes unassigned to any user and, if

necessary, you can assign this extension to a different user at a later time. To remove the

extension from the system completely, follow the instructions provided in "Deletingextensions" on page 59.





• Specify phones and phone numbers for the user. (See "Specifying phones for a user" on page

38 and "Specifying phone numbers and associated settings" on page 39.)



Switching phone setup modes and specifying call forwarding rules

You can specify call forwarding rules for a user account when creating a user account (if you have

decided to set the phones for placing and receiving calls manually), or at a later time, when editing

an existing user account.

To get access to the call forwarding rules, you use:

• When creating the user account, the Calls page of the New User wizard.

• When editing the user account, the Calls tab of the User Account Properties dialog box.

In both cases you can:

• Switch from the basic phone setup mode to the advanced mode and back.

• In the advanced mode, create new call forwarding rules, edit and delete the existing ones, and

activate or deactivate call forwarding rules.

To switch from the basic phone setup mode to the advanced mode (or vice versa):

• Click Switch to Advanced Mode (or Switch to Basic Mode).

Important: When you switch from the advanced to the basic mode, the default call

forwarding rule is automatically reverted to the state appropriate for the basic mode. All other

rules are deleted.

To manage the call forwarding rules in the advanced mode:

• To create a new rule, click Create underneath the table of call forwarding rules. Then follow

the instructions provided later in this section.

• To edit an existing rule, select the rule that you are going to edit in the table of call forwarding

rules, and then click Edit. The procedure for editing a rule is very similar to the procedure for

creating a rule, so you can refer to the corresponding description (provided later in this section)

for instructions.

• To delete one or more rules, select the rules in the table, and then click Delete. The selected

rules are deleted after you confirm your intention to delete the rules by clicking OK in the

corresponding message box.

• To deactivate one or more active rules, select the rules, and then click Deactivate. When

asked, confirm your intention to make the rules inactive by clicking OK in the corresponding

message box.

• To activate one or more inactive rules, select the rules that you are going to make active, and

then click Activate.

To create a new call forwarding rule, follow these steps. (If you are editing a rule, start from step 2.)

1. Click Create underneath the table of rules.

The New Call Forwarding Rule dialog box is displayed.

2. If necessary, specify a name for the rule instead of the name suggested by the system. To do

that, type the desired name next to Rule name.





3. If necessary, modify the time of day when the rule is active. By default, a rule is active 24 hours

a day, from 00:00 until midnight (24:00).

To change the existing time range, select the time period that you want to change in the

From – To table, and then click Edit underneath the table. The Time Range Properties

dialog box is displayed.

If a rule should be active 24 hours, select the All Day check box, instead of specifying the time

range from 00:00 to 24:00. To be able to specify the exact time for the beginning and the end

of the time range, clear the All Day check box.

Specify the beginning of the time range. To do that, in the From field, select the starting hour

from the first box, and the starting minute from the second box.

Specify the end of the time range. To do that, in the To field, select the ending hour from the

first box, and the ending minute from the second box.

When you have finished specifying the time range, click OK in the Time Range Properties

dialog box.

To add another time range, click Add underneath the From – To table. The New Time Range

dialog box is displayed. Specify the beginning and end of the time range (or select the All Day

check box), and then click Create. The time range that you have specified appears in the

From – To table.

To delete one or more time ranges, select the time ranges that you are going to delete in the

From – To table, and then click Delete underneath the table. When asked to confirm your

intention to delete selected time ranges, click OK in the corresponding message box.

4. If necessary, specify days and months when the rule is active. By default, a rule is

active "Always," which is every day of every month.

You can specify the days either as days of the week (for example, Monday, Tuesday, and so on)

or as calendar dates (for example, July 4, November 11, and so on). You can also select "every

day" (or "always") for the rule to be active every day of every month. Within one record in the

Days and Months list, only one form of day specification can be used. However, you can

combine several different types of day settings in the Days and Months list.

To modify an existing record in the Days and Months list, click the record, and then click Edit

underneath the list. The Day/Month Pattern Properties dialog box is displayed.

To select certain days of the week, click Days of the week. The Day/Month Pattern

Properties dialog is updated to show days of the week.

Now you can:

• Select separate days of the week (that are not yet selected) by clicking them in the list.

• Deselect separate days of the week (that are currently selected) by clicking them in the list.

• Select all days of the week at once by clicking Select All underneath the list.

• Cancel selection of all days of the week at once by clicking Deselect All underneath the list.

• Select only the days from Monday to Friday by clicking Weekdays.

• Select only Sunday and Saturday by clicking Weekend.

To select certain calendar dates, click Dates and months. The Day/Month PatternProperties dialog is updated to show dates and months.





Now you can:

• Select separate dates and/or months (that are not yet selected) by clicking them.

Note: If you select one or more dates but do not select any of the months, the

corresponding rule will be active on the specified dates of all months. Similarly, if you

select one or more months but do not select any of the dates, the rule will be active on alldates during the specified months.

• Deselect separate dates and/or months (that are currently selected) by clicking them.

• Select all dates or months at once by clicking Select All underneath the corresponding list.

• Cancel selection of all dates or months at once by clicking Deselect All underneath the

corresponding list.

When you have finished specifying the days and months, click OK in the Day/Month Pattern


To add another record to the Days and Months list, click Add underneath the list. Specify

days and/or months using a procedure similar to that described above. When ready, click

Create in the New Day/Month Pattern dialog box. A new record appears in the Days and

Months list.

To delete one or more records in the Days and Months list, select the records that you are

going to delete, and then click Delete underneath the list. When asked to confirm your

intention to delete the selected records, click OK in the corresponding message box.

5. Set up call routing, that is, the sequence of call destinations to direct calls to during the

specified days and times.

To add a new call destination to the Call routing table, click Add underneath the table. The

New Destination dialog box is displayed.

If necessary, specify the value of the "order" setting, instead of the next available number

suggested by Control Panel. To do that, type the required number next to Order.

Specify the destination. To do that, depending on your requirements, do one of the following:

• Select Device from the list to the right of Forward to, and then select one of the phones

belonging to the user.

• Select Phone number or Extension from the list next to Forward to, and then type the

required phone number or extension in the following box.

Note: If the specified phone number or extension is associated with the account of a

different user, unanswered phone calls will be forwarded to the voice mail of the user who

owns the phone number or extension. For more information, see the note on page 26.

If necessary, specify the timeout, instead of the value suggested by Control Panel. (The default

value corresponds to what is currently specified in the default account settings, see "About

default account settings" on page 28 and "Changing default account settings" on page 48.)

Click Create when you have finished setting up the new destination. The call destination you

have specified appears in the Call routing table.

If necessary, add more destinations to the Call routing table.

Note: You cannot change the order in which the records are displayed in the Call routing

table. Destinations with lower values for the order parameter always appear closer to the top

of the table.





In addition to specifying new destinations, you can:

• Edit the properties of existing destinations. To do that, select the destination you want to

edit in the Call routing table and then click Edit underneath the table. In the

Destination Properties dialog box, change the settings as required and then click OK.

• Delete destinations. To do that, select one or more destinations in the Call routing tableand then click Delete underneath the table. The selected destinations will be deleted

when you confirm deletion in the corresponding message box.

• Deactivate active destinations. To do that, select one or more active destinations in the

Call routing table, and then click Deactivate underneath the table. The selected

destinations will be deactivated when you confirm deactivation in the corresponding

message box.

• Activate inactive destinations. To do that, select one or more inactive destinations in the

Call routing table, and then click Activate underneath the table.

Note: Voice mail is always present in the Call routing table. You cannot edit the properties ofthis destination. You cannot delete voice mail or make voice mail inactive.

6. When you have finished setting up the call forwarding rule:

• If you are creating a new rule, click Create in the New Call Forwarding Rule dialog box.

• If you are editing the properties of an existing rule, click OK in the Call Forwarding Rule


Managing the list of blocked callers

To manage the list of blocked callers:


2. In the table of user accounts, select the required user account, and then click Edit .

3. Click the Blocked Callers tab. Now you can:

• Add numbers to the list of blocked callers. To add a new number to the list, click Add. In

the Caller ID box of the New Blocked Caller dialog box, type the phone number, and

then click Create.

• Change the phone numbers. To change a number, select the number in the list, and click

Edit. In the Caller ID box of the Blocked Caller dialog box, edit the number as necessary,

and then click OK.

• Delete phone numbers. To remove one or more phone numbers from the blocked callers

list, select the numbers in the list and click Remove. Then, confirm your intention to

remove the number or numbers by clicking OK in the corresponding message box.

• Specify that all anonymous calls should be forwarded directly to voice mail. To do that,

select the Forward anonymous calls to voice mail check box. You can also cancel this

selection by clearing the check box.

4. Click OK in the User Account Properties dialog box to save the changes made.





Configuring the user’s membership in hunt groups

You can configure the user’s membership in existing hunt groups when creating a user account, or

at a later time when editing an existing user account. Alternatively, you can select hunt group

members when working with hunt groups, see "Managing hunt group members" on page 66.

You can configure the user’s membership in hunt groups in two places:• When creating the user account, on the Hunt Groups page of the New User wizard.

• When editing the user account, on the Hunt Groups tab of the User Account Properties

dialog box. (For instructions on opening the User Account Properties dialog box, see "Editing

a user account" on page 33.)

In both cases, you can:

• Add the user to a hunt group.

• Change the user’s skill level or wrap-up time, assign hunt group administrator rights to the

user, or take these rights away from the user.

• Remove the user from one or more hunt groups.

To add the user to a hunt group:

1. On the Hunt Groups page or tab, click Add.

The Add User to Hunt Group dialog box is displayed.

2. Select the name of the required hunt group from the Hunt group list.

3. Type the skill level and wrap-up time next to Skill level and Wrap-up time respectively.

4. If you want to assign hunt group administrator rights to the user, select the Hunt group

administrator check box.

5. Click OK.

A new record appears in the table of hunt groups.

6. If necessary, add the user to other hunt groups using the procedure described above.

To change the user’s skill level or other properties:

1. On the Hunt Groups page or tab, select the required hunt group in the table and then click

Edit.

2. In the Hunt Group Member Properties dialog box, make the necessary changes, and then

click OK.

To remove the user from one or more hunt groups:

1. On the Hunt Groups page or tab, select one or more hunt groups in the table and then click

Remove.

2. Confirm your intention to remove the user from the selected hunt groups by clicking OK in the


Managing the user’s personal information and picture gallery

To manage the user’s personal details and the picture gallery:


2. In the table of user accounts, click the required user account, and then click Edit .





3. Click the Contact Info tab. Now you can:

• Specify the title and the suffix. To do that, select the required item from the list, or type in

the box.

You can also delete the information in the Title and the Suffix boxes. To do that, select

the blank line from the corresponding list.

• Specify the birthday. To do that, select the day, the month and the year (optional) from

the corresponding lists. To remove unnecessary information, select the blank line from the

corresponding list or lists.

• Specify fax and phone numbers, the office number, and additional e-mail addresses. To do

that, type in the corresponding boxes.

• Specify postal addresses. To do that, click Edit in the corresponding area, specify the

necessary information in the dialog box that opens, and then click OK.

• Manage the user’s picture gallery and select the current picture.

To add a new image to the picture gallery, click the Replace button underneath the

current picture. The Picture Gallery dialog box opens. Initially, the gallery contains only

one blank image. Click Upload. In the New Picture dialog box, click Browse, then find

and select the required image file in the file system. (Alternatively, you can type the fully

qualified path to the required image file in the corresponding box.) Click the Upload

button to add the picture to the gallery and close the New Picture dialog box.

To change the current picture, click Replace under the current picture. In the Picture

Gallery dialog box, click the required picture, and then click Select.

To remove one image from the picture gallery, select the image in the Picture Gallery

dialog box, and then click Delete.To delete all pictures (except for the blank image), click Empty the Gallery in the Picture

Gallery dialog box.

4. Click OK in the User Account Properties dialog box to save the changes made.

Assigning administrative rights to a user

To give administrative rights to a user who currently does not have such rights:


2. In the table of accounts, select the account you want to assign administrative rights to. (This

account must not have a star icon to the left of the user’s name.)

3. Click Admin .

The star icon appears to the left of the user’s name to show that the user has become an

administrator.

Removing administrative rights for a user

Note: You cannot remove administrative rights for your own account; only other Unison

administrators can do that.

To remove administrative rights for a user who is currently a Unison administrator:1. Open the User Accounts page (see "Accessing the User Accounts page" on page 29).





2. In the table of accounts, click the account you want to remove administrative rights for. (This

account must have a star to the left of the user’s name.)

3. Click Admin .

The star icon to the left of the user’s name disappears, because the user is no longer an

administrator.

Deactivating and activating user accounts

You can temporarily suspend an account, while preserving all its settings. When necessary, the

suspended account can be activated.

Inactive accounts are gray in the table of accounts.

Note: You cannot deactivate your own account. However, other users with administrative rights

can deactivate your account. Also note that users with deactivated accounts are removed from the

main address book (the corporate directory).

To deactivate one or more active accounts:


2. Select one or more active user accounts.

3. Click Deactivate .

4. In the dialog box that opens, click OK to confirm deactivation.

To activate one or more inactive accounts:


2.

Select one or more inactive user accounts.

3. Click Activate .

Deleting user accounts

When a user account is deleted, all devices, phone numbers, and extension numbers associated

with the account become available for assigning to other users.

Note: You cannot delete your own account. However, other users with administrative rights can

delete your account.

To delete one or more user accounts:


2. Select one or more user accounts.

3. Click Delete .

4. In the dialog box that opens, click OK to confirm deletion.

Changing default account settings

To change the default settings that are used when creating user accounts (for general information

on the default settings, see "About default account settings" on page 28):






2. Click Defaults .

The Defaults dialog box is displayed.

3. On the General tab, you can specify the following settings:

• Display name format, a template for automatically generating the default display name for

users. To specify this format, you can use pre-defined variables (placeholders) and text. For

example, the format %first %last generates the display name John Smith for a user with the

first name John and the last name Smith. (In this template, the variables %first and %last are

separated with a space. %first stands for the user’s first name, and %last is a placeholder for

the user’s last name. In the resulting generated name, the variables are replaced with their

actual values, and any additional text (the blank space in this example) is kept as is.)

Note: Click the Help button in the lower left corner of the dialog box to show the

complete list of variables that can be used in the templates for generating various default

settings. (To save on typing, you can copy variables from this list and then paste them into

the appropriate fields.)

Here is the list of available variables along with their brief explanations:

%first – first name

%fn – first initial

%middle – middle name

%mn – middle initial

%last – last name

%ln – last initial

%login – user logon name

%org – organization name

%dep – department

%job – job title

%num – device counter. This is a number that is increased by one each time a new phone

device is created. This variable can be used only in the template for automatically

generating device names1. (The main purpose of this variable is to provide sequential

numbering of the phone devices.)

• Login format, the template for automatically generating the default logon name for

users. This template is specified similarly to the display name template. In the resulting

text, all capital letters will be replaced with their lowercase equivalents. For example, the

template %fn%last , would generate the logon name jsmith for the user with the first

name John and the last name Smith.

Important: The actual user’s logon name may contain from one to 30 characters. Only

lowercase (English) letters, digits, hyphens (-) and underscores (_) are allowed in logon

names.

• Password length, the number of characters in an automatically generated user’s

password.

Important: The actual user’s password may contain from 6 to 60 characters. Any

characters are allowed in passwords.

• Time zone, the time zone used in user accounts by default.

1 In fact, the method used for calculating the value of %num is rather sophisticated. The system analyzes all device names to

find the name ending in the highest number, then increases it by one.





4. On the Permissions tab, specify the default permissions for users:

• Messaging enabled: Select this check box to enable access to instant messaging.

• Phone enabled: Select this check box to enable access to telephony.

Note: All Unison users always have the right to use the e-mail, calendar, and mobile

synchronization services.

• User can edit personal information: Select this check box to allow users to edit their

own personal information (contact card details) in Unison Desktop.

• Voice mail can be accessed from any phone: Select this check box to allow users to

access their voice mail from any phone. (If you clear this check box, this will correspond to

"standard" phone access to voice mail. Standard access means that the user has to call his

or her extension or phone number from the office phone registered in the system and

assigned to that user.) For more information on standard and extended phone access to

voice mail, see "About phone access to voice mail" on page 29. Phone access to voice

mail using voice menus is discussed in "Accessing the voice mail management menu from

the Main menu" on page 74.

5. On the E-mail tab, you can specify one or more templates for automatically generating the

default mailbox aliases (additional e-mail addresses).

In the field to the right of New alias, specify the template for the local part of an alias (the

part before the at sign (@)). Similarly to other templates, you can use pre-defined variables

(placeholders) and text. To select the domain, use the list that follows @. When the template is

ready, click the Add button. Repeat this procedure for as many templates as you need.

To delete unnecessary templates, select the corresponding text fragment next to Aliases and

press DELETE.

6. On the Phone tab, you can specify the following options:

• Device name format: The template for automatically generating the default device

(phone) names. This template is applied when creating phones for users. You can use

variables (placeholders) and text in this template.

Initially, the template contains the %num variable, which helps provide sequential

numbering of the phones, for example, Phone 81.

• Device name for Desktop format: The template for automatically generating a text that

will be shown in Unison Desktop as the name of the user’s phone. Users see this device name

when they select a phone for incoming or outgoing calls. The initial value is Desktop phone.

• Device type: The device type used by default when creating devices (phones). Select the

desired device type from the list.

• Device password length: The number of characters in an automatically generated

password for a phone.

• Encrypt calls when possible: If this check box is selected, the corresponding option will

be selected by default when creating a new user account. For more information, see

"About phone settings" on page 24.

• Add devices automatically: If this check box is selected, then, on creating a new user

account, the first available device will be assigned to the new user automatically. If this

check box is not selected, you will have to manually assign the desired device to the new

user when creating a new user account.





• Add extensions automatically: If this check box is selected, then, on creating a new

user account, the first available extension will be assigned to the new user automatically.

If this check box is not selected, you will have to manually assign the desired extension to

the new user when creating a new user account.

7. On the Calls tab, specify the destination timeout. This value will be used by default when

configuring call forwarding rules for both user accounts and voice menus.

8. To save the changes, click OK.

Managing phone numbers

Use the Phone Numbers page of Unison Control Panel to work with phone numbers and their

properties (see "Phone number basics" below).

You can:

• Change the association of a phone number with a department or user, or add a note. See

"Editing a phone number" on page 54.

• Change properties (the state, department, user and note) for a range of phone numbers

simultaneously. See "Editing ranges of phone numbers" on page 54.

• Make one of the phone numbers the default caller ID. See "Making a phone number the

default caller ID" on page 55.

• Deactivate active phone numbers (see "Deactivating phone numbers" on page 56) and activate

inactive phone numbers (see "Activating phone numbers" on page 56).

• Specify the 911 location information for phone numbers and send this information to your

phone service provider (see "About the 911 location" on page 52, "Specifying the 911

location for a phone number" on page 55 and "Updating the 911 location for a phonenumber" on page 56). You can also save one set of 911 location settings in a template for

future use (see "About the 911 location template" on page 54 and "Saving the 911 location

settings as a template" on page 56). Note that these features are available only if your

organization is subscribed to the managed phone service.

Note: If your organization is not subscribed to the managed phone service (as part of the Hosted

Unison service), you have to specify more settings to be able to use external phone calls. For more

information, see "Appendix B: Managing external phone calls and dial plans" on page 120.

Phone number basics

In Unison, the term phone number is used to differentiate external numbers that are part of the

national or international telephone network from extensions.

The phone numbers make phones (and other call endpoints) located in your Unison telephone

network accessible for calls that originate in public telephone networks.

The phone numbers that you work with as the Unison administrator are purchased or leased by

your organization as part of the telephone service. Depending on your Unison hosting plan, you get

the numbers from your hosting provider or from the incoming call providers (see "Managing

incoming call providers and outgoing call providers" on page 120).

A phone number in Unison has the following properties:

• Phone number: The number used for calling.





• Incoming call provider: The name of the provider who services the calls addressed to this phone

number, see "Call providers basics" on page 120. If your organization is subscribed to

managed phone service, your Unison hosting provider specifies this setting for you.

• Circuit ID: An identifier assigned by the telecommunication provider to the data/voice network

leased to your organization. (This setting is used just for reference purposes and does not

affect the functionality of the system in any way.)

To find out what circuit IDs are associated with phone numbers used by your organization,

contact your incoming call provider. If your organization is subscribed to managed phone

service, your Unison hosting provider, if necessary, specifies this setting for you.

• Owner: The phone number owner, either a Unison user or a voice menu. Phone numbers that

temporarily have no owner are available for assigning to Unison users or the system of voice

menus.

Phone numbers owned by the system of voice menus have the text Voice Menu in the field

Owner.

• Department: A phone number may belong to one of the departments or to the organization

(that is, all departments).

Unison users can only be assigned phone numbers that belong to their own department, or

phone numbers that belong to the organization. In other words, a user cannot own phone

numbers owned by a different department.

In relation to voice menus, there is no such limitation. The voice menu system may own phone

numbers that belong to any department or the organization.

• State (active or inactive): Phone numbers may be made temporarily inactive and then

reactivated. The active/inactive state in relation to phone numbers has the same meaning as for

other objects, see "Inactive objects" on page 11.

• Note: An optional textual note associated with a phone number.

Default caller ID. One of the phone numbers may be defined as the default caller ID. When users

who do not have an assigned phone number make calls outside your Unison telephone system, this

number is shown as the caller ID. (For users who have phone numbers associated with their

accounts, one of their phone numbers is used as the caller ID.)

Note: When making a phone number the default caller ID, please be aware that call recipients may

use this number when trying to call back the corresponding Unison users.

About the 911 locationNote: The 911 location features are available only if your organization is subscribed to the managed

phone service.

A 911 location is an address used for emergency services. Every phone number must have such an

address assigned. When someone dials 9-1-1, the location information associated with the caller’s

phone number is shown to the 911 operator. So specifying a proper 911 location for a phone

number is absolutely critical for getting the necessary help in emergency situations.

You specify the 911 location for a phone number when:

• Assigning a user a phone number or changing a phone number owner, that is, assigning a

phone number to a different user (see "Editing a phone number" on page 54, "Editing ranges

of phone numbers" on page 54, "Creating a new user account" on page 30, "Editing a user

account" on page 33 and "Specifying phone numbers and associated settings" on page 39)





• Making a phone number the default caller ID, if that number is not assigned to any user or

voice menu entry point (see "Making a phone number the default caller ID" on page 55)

• Reserving a phone number for voice menu entry points, that is, adding a phone number to the

list of IVR entry point phone numbers (see "Assigning external phone numbers to the Main

menu" on page 73, "Creating a root voice menu" on page 75 and "Configuring entry points"

on page 81)

You can update the 911 location information for any of the phone numbers that have the 911

location assigned (see "Updating the 911 location for a phone number" on page 56).

The 911 locations that you specify in Control Panel are not stored on the server, but sent to your

phone service provider. In other words, you cannot recover the 911 locations in Control Panel after

filling in and submitting the corresponding forms. So if you want to keep track of your 911

locations, write them down in a notebook, or use a Microsoft Office Excel worksheet, or other

means appropriate for the purpose.

You can save one of the 911 locations as a template for future use. For more information, see

"About the 911 location template" on page 54 and "Saving the 911 location settings as atemplate" on page 56.

When specifying a 911 location, you split an address into parts and specify those parts separately.

The 911 location parts are explained later in this section. The following example address is used for

illustrating:

Suite 16, 12 South Pennsylvania Avenue, Oklahoma City, Oklahoma, 73658, USA

The 911 location may have the following parts:

• House number prefix. Some house numbers may start with one or more letters, for example,

H25. If this is the case, the letter or letters preceding the number are called a house number

prefix. If the house number does not begin with a letter, nothing needs to be specified as the

prefix. In the example address, the house number is 12 so there is no need to specify the house

number prefix (the corresponding box in Control Panel is left blank).

• House number is formally defined as the numeric portion of a street address but basically it is

just what it sounds like. In our example address, 12 is the house number.

• Directional prefix refers to a compass direction (North, South, and so on) that comes before

the street name in an address. The directional prefix (if present) is specified using these

abbreviations: N (for North), S (for South), W (for West), E (for East), NW (for North-West), NE,

SW, or SE. In our example address, the word South precedes the street name so S is specified

as the directional prefix.

• Street name is the most essential part of the street information in an address. It is specified

without any prefixes or suffixes, the word street or avenue, or their abbreviated forms. In our

example address, Pennsylvania is the street name.

• Street name suffix is one of the following or similar abbreviations: AVE for avenue, BLVD for

boulevard, LN for lane, RD for road, ST for street. This suffix may not contain more than 4

characters. For our example address, AVE would be the street name suffix.

• Directional suffix is similar to directional prefix but refers to a case when such words as

North, South and the like come after the street name, or the word street or avenue, or the like.

In our example address, there is nothing that could be identified as the directional suffix.

• Location stands for additional location information, something that helps identify the location

in the context of a particular building, house and so on. Examples are an apartment number, a





floor number, "upstairs" and so on. For our example address, Suite 16 or Ste 16 could be

specified in the Location box.

• City is an official city name. In our example address, it is Oklahoma City.

• State is the standard two-letter abbreviation of the state name. In our example address, it is

OK (for Oklahoma).

• Zip code is the 5-digit postal code or the extended Zip + 4 code. In our example address, it is

73658.

See "Specifying the 911 location for a phone number" on page 55 for instructions on specifying

the 911 locations.

About the 911 location template

Note: The 911 location features are available only if your organization is subscribed to the managed

phone service.

When specifying the 911 location settings for a phone number (see "About the 911 location" onpage 52), you have an option of saving these settings as the 911 location template (see "Saving the

911 location settings as a template" on page 56). If you do so, you will be able to use the saved

location settings (the template) when specifying the 911 location settings for other phone numbers.

Note that there is only one 911 location template available. In other words, each time you choose

to save the location as a template, the information in the template is updated and what was

specified in the template before that is lost.

Accessing the Phone Numbers page

To access the Phone Numbers page:


2. In the left navigation bar under Phone, click Phone Numbers.

Editing a phone number

To change the properties of an existing phone number:

1. Open the Phone Numbers page, see "Accessing the Phone Numbers page" above.

2. Double-click the desired phone number, or select it and click the Edit button on the

toolbar. The Phone Number Properties dialog box opens.

3. Change the phone number properties as required. If you select or change the phone number

owner, you may be prompted to specify and send the 911 location information to your phone

service provider (see "About the 911 location" on page 52). See "Specifying the 911 location

for a phone number" on page 55 for corresponding instructions. See also, "Updating the 911

location for a phone number" on page 56.

4. Click OK to apply modifications and close the Phone Number Properties dialog box.

Editing ranges of phone numbers

You can access ranges and perform mass changes on multiple phone numbers. To do this, you can

either select adjacent numbers, or specify the range in the dialogs, as described below.

To change properties for a range of phone numbers:





1. Open the Phone Numbers page, see "Accessing the Phone Numbers page" on page 54.

2. On the toolbar of the Phone Numbers page, click Edit Range .

The Multiple Phone Number Properties dialog box opens.

3. Specify the desired range in the fields Phone numbers from – to.

4. Select the check boxes next to the properties you want to change, and specify the new values.

If you are selecting or changing the owner, you may need to specify and send the 911 location

information to your phone service provider (see "About the 911 location" on page 52). See

"Specifying the 911 location for a phone number" below for corresponding instructions. See

also, "Updating the 911 location for a phone number" on page 56.

5. Click OK.

Making a phone number the default caller ID

To make a phone number the default caller ID (for explanation of the default caller ID, see "Phone

number basics" on page 51):


2. Select the required number in the table.

3. Click Default Caller ID .

You may be prompted to specify and send the 911 location information to your phone service

provider (see "About the 911 location" on page 52). If this is the case, follow the instructions

provided in "Specifying the 911 location for a phone number" below.

To show that the number has become the default caller ID, a star icon is displayed to the

left of the number on the Phone Numbers page.

Specifying the 911 location for a phone number


phone service.

You specify the 911 location information (see "About the 911 location" on page 52) in the 911

Location dialog. Almost always, Control Panel shows this dialog automatically. (See also "Updating

the 911 location for a phone number" on page 56.)

In the 911 Location dialog:

1. If you have previously saved a 911 location template (see "About the 911 location template"on page 54), the Use Template button is available in the upper part of the dialog and the

saved settings are shown to the right of this button. If you want to use these settings, click the

Use Template button and then edit the information in the corresponding boxes as necessary.

Otherwise, specify the location settings by typing or selecting from the lists. (Required fields are

marked with an asterisk (*)).

2. If you want to save the current location settings as a template, select the Save as template

check box.

3. Click Accept and Continue to send the 911 location information to your phone service

provider and close the dialog. Optionally (if the Save as template check box is selected), the

location settings you have specified are saved in the template.





Saving the 911 location settings as a template


phone service.

You can select to save the 911 location settings as a template (see "About the 911 location

template" on page 54) when specifying those settings. For corresponding instructions, see"Specifying the 911 location for a phone number" on page 55.

Updating the 911 location for a phone number


phone service.

You can update the 911 location information (see "About the 911 location" on page 52) only for

phone numbers that currently have such information assigned. You cannot update this information

for phone numbers that have never been assigned to users or reserved for voice menu entry points.

Such phones don’t have the 911 locations assigned and so there’s nothing to update.

To initiate the update process, use the Update 911 Location button. If appropriate, this button is

available in the dialogs for working with the phone number properties (the Phone Number

Properties and the Multiple Phone Number Properties dialogs) and also certain dialogs where

phone numbers are shown and can be selected (the Phone page of the New User wizard, the

Phone tab of the User Account Properties dialog and the Phone Numbers tab of the IVR Entry

Points dialog).

When you click the Update 911 Location button, the 911 Location dialog is displayed. Follow the

instructions provided in "Specifying the 911 location for a phone number" on page 55 for

specifying new location settings. (In certain cases you need to select a phone number prior to

clicking Update 911 Location to specify which phone number you want to update the location

information for.)

Deactivating phone numbers

To deactivate one or more phone numbers:


2. Select one or more phone numbers.

3. On the toolbar of the Phone Numbers page, click Deactivate .

4. In the dialog box that opens, click the OK button to confirm.

Activating phone numbers

To activate one or more phone numbers:


2. Select one or more inactive numbers.

3. On the toolbar of the Phone Numbers page, click Activate .

Managing extensions

Use the Extensions page of Unison Control Panel for creating and managing extensions, as well asfor setting extension length.





Extension basics

Extension numbers or, simply, extensions, are "internal" phone numbers in the Unison telephone

system. In comparison with "external" phone numbers, extensions, as a rule, are much shorter

because the overall number of extensions that an organization requires is approximately equal to

the number of employees (telephone users).

You can create as many extensions as your organization needs.

Extensions in Unison have the following properties:

• Extension: The extension number, the number which is dialed to make a phone call within the

internal Unison telephone system.

• Owner: Extension owner, either a Unison user or the system of voice menus. Extensions that

temporarily have no owner are available for assigning to Unison users or the system of voice

menus.

Extensions owned by the system of voice menus have the text Voice Menu in the field Owner.

• Department: An extension may belong to one of the departments or to the organization (that

is, all departments).

Unison users can only be assigned extensions that belong to their own departments or

extensions that belongs to the organization. In other words, a user cannot own extensions

owned by a different department.

In relation to voice menus, there is no such limitation. The voice menu system may own

extensions that belong to any department or the organization.

• State (active or inactive): Extensions may be made temporarily inactive and then reactivated.

The active/inactive state in relation to extensions has the same meaning as for other objects,

see "Inactive objects" on page 11.

• Note: An optional textual note associated with an extension.

All extensions in the Unison telephone system must be the same length, that is, they must have the

same number of digits in the extension number. The extension length depends on the size of your

organization.

As the telephone system of your organization grows bigger, there may be a need to increase the

extension length, in order for the new number system to be able to accommodate more numbers.

When the extension length is increased, the existing extensions have to be somehow adapted to the

new system. This is done by adding the same digit (or the same sequence of digits) to the beginning

of all existing extensions. The digit or the sequence of digits that is added before the extensionnumbers is called the extension conversion prefix.

Important: You can only increase the extension length; it is never possible to reduce the extension

length.

Accessing the Extensions page

To access the Extensions page:


2. In the left navigation bar under Phone, click Extensions.





Creating extensions

To create an extension or a range of extensions:

1. Open the Extensions page (see "Accessing the Extensions page" on page 57).

2. On the toolbar of the Extensions page, click Create .

The New Extension dialog box opens.

3. In the Create section, click either Range of extensions or Single extension.

4. If you have selected to create a range of extensions, specify the starting and ending numbers

of the range in the Extensions from – to fields. If you have selected to create a single

extension, specify the extension in the Extension field.

When you are specifying extensions, Control Panel can prompt you with available extensions,

that is, the ones that you can create because they do not yet exist. The following features are

available for all fields in which you enter extensions:

• To view the first ten available extensions, double click the field, or place the cursor in thefield and then press the DOWN ARROW key.

• To narrow down your selection scope, type one or more initial digits of an extension. For

example, if you type 2, you will see the available extensions that start with 2. If you type

22, the list will contain only the extensions that start with 22. Then, if you delete one or

more digits in the field, the list of available extensions will also change to correspond to

the contents of the field.

• To select the required extension, click it in the list of available extensions. You can also

press the UP ARROW key to get to the end of the list and then use the UP ARROW and

the DOWN ARROW keys to move in the list. In this case, to select the required extension,

press ENTER.

• To hide the list of available extensions, click somewhere in the dialog box or press

ESCAPE.

Note that the extensions should contain the number of digits defined by the extension length

(see "Defining extension length" on page 59).

5. Select the extension state (active or inactive) from the State list.

6. Select the department from the Department list.

7. If necessary, specify the extension owner. To do that, click Select and then select the owner in

the Select Owner dialog box.

8. Optionally, type your comments next to Note.

9. Click the Create button.

Editing extensions

To change the properties of an existing extension:


2. Select the desired extension and click Edit , or just double-click the extension in the list.

The Extension Properties dialog box opens.





3. Change the extension properties as required and click OK. Note that when working with the

Extension field, you can use the prompts provided by Control Panel (see "Creating

extensions" on page 58).

Deleting extensions

To delete one or more extensions:


2. Select one or more extensions in the list.

3. On the toolbar of the Extensions page, click Delete .


Deactivating extensions

To deactivate one or more extensions:


2. Select one or more active extensions.

3. On the toolbar of the Extensions page, click Deactivate .

4. In the dialog box that opens, click OK to confirm.

Activating extensions

To activate one or more extensions:


2. Select one or more inactive extensions.

3. On the toolbar of the Extensions page, click Activate .

Defining extension length

To configure extension length:


2. Click Extension Length .

3.

In the Extension Length dialog box, specify the extension length and extension conversionprefix.

4. Click the Change button.

All the existing extensions change. The conversion prefix that you have specified is added to

the beginning of each number.

Managing phone devices

Use the Phone Devices page of Unison Control Panel to manage information related to the phones

used in the system.





Device basics

In Control Panel, the phones used in the system are called devices.

Devices have the following properties:

• Name: The device identifier, which is used in Control Panel for administration purposes only.

The default name is generated automatically using a template specified in the default accountsettings, see "Changing default account settings" on page 48. You can change the name as

you think is appropriate.

• Name for Desktop: The name that is shown in Unison Desktop as the name of the phone. The

default name is generated automatically using a template specified in the default account

settings, see "Changing default account settings" on page 48. You can change the name as

you think is appropriate.

• Owner: The user of the device (the user whose account the device is associated with).

• Dial plan: The dial plan associated with the device (see "Dial plan basics" on page 128). If the

dial plan is not specified, the default dial plan is used (if there is one). Dial plans are created andmanaged on the Dial Plans page of Control Panel, see "Managing dial plans" on page 128.

If your organization is subscribed to the managed phone service (as part of the Hosted Unison

service), your hosting provider manages the dial plans for you and you don’t have access to the

Dial Plans page. If you are not sure which plan you should associate with a device or devices,

contact your hosting provider.

• Type: Cisco, if this is a Cisco phone model; Unknown, if this is any other type of phone.

• MAC address: The Media Access Control address of the phone. In Unison, MAC addresses are

useful for Cisco phones. If you specify the MAC address in Control Panel, the corresponding

Cisco phone will be able to download most of the configurations settings from the server so

you won’t need to specify those settings manually. (See "Chapter 5: Using phones with

Unison" on page 107 and "Auto-configuring Cisco IP phones" on page 109.) For phones other

than Cisco, MAC addresses don’t matter.

Generally, MAC addresses in human-readable format are represented as six groups of two

hexadecimal digits, for example, 00-1b-64-b8-d4-7f. In Unison Control Panel, the following

formats can be used for entering MAC addresses: six groups of two hexadecimal digits

separated either with hyphens (-) or colons (:), or three groups of four hexadecimal digits

separated either with dots (.) or colons (:). For example, the following are four different valid

representations of the same MAC address: 00-1b-64-b8-d4-7f, 00:1b:64:b8:d4:7f,

001b.64b8.d47f, 001b:64b8:d47f. Within the same MAC address, only the same separator can

be used. For example, the following format is not valid: 001b.64b8:d47f.

• Device ID: A series of characters identifying a phone in the system. The device ID acts as a

logon name for a phone. The phone uses its ID (in combination with a password) to

authenticate itself when entering the system.

Device IDs for phones are generated automatically. You can view device IDs but you cannot

modify them.

• Password: A series of characters which a phone uses (in combination with the device ID) to

authenticate itself when entering the system.

• Note: An optional note which you can use, for example, as a memo.

• Active or inactive state: If a device is active, it is accessible and participates in communication.

Inactive devices are not accessible.





Accessing the Phone Devices page

To access the Phone Devices page:


2. In the left navigation bar under Phone, click Devices.

Creating a new device

To create a new device means to register one of the phones used in your organization (that is, to

create a corresponding record in Unison).

To create a new device:

1. Open the Phone Devices page (see "Accessing the Phone Devices page" above).

2. Click Create .

The New Device dialog box is displayed.

3. Specify the device name, name for Desktop, owner, dial plan, type and MAC address.

The password is generated automatically. You can press the Reset button next to the

Password field to get another password from the system.

4. Click Create.

Editing the properties of a device

To change the properties of an existing device:


2. In the table of devices, select the row corresponding to the device to be edited, and then clickEdit .

The Device Properties dialog box is displayed.

3. Change the desired properties of the device: its name, name for Desktop, owner, dial plan,

type, MAC address and password.

4. Click OK.

Deleting devices

To delete one or more devices:


2. In the table of devices, select one or more devices.

3. Click Delete .

4. In the dialog box that opens, click the OK button to confirm deletion.

Deactivating devices

To deactivate one or more active device:


2. In the table of devices, select one or more active devices.





This setting may affect call processing in cases when a particular Unison user is a member of

more than one hunt group. If, for example, two different hunt groups are trying to pass calls to

the same agent at the same time, Unison Desktop (on behalf of the agent) will select the call

coming from the hunt group with higher priority.

• Department: A hunt group can be associated with a particular department. In this case, only

users from the corresponding department can be hunt group members.

Note: If you don’t associate a hunt group with any of the departments when creating a hunt

group, you won’t be able to form such an association later. Similarly, if you build an association

with a department when creating a hunt group, you won’t be able to remove this association

at a later time.

• IVR Menus: Voice menus with which the hunt group is associated.

• Agents: Registered Unison users, who are the members of a hunt group. Each hunt group

member is characterized by the following properties:

• Skill level code (referred to in Unison Control Panel simply as a skill level) is a setting that

affects selection of a particular hunt group member for answering the call in cases when

more than one agent is available (that is, ready to answer the call).

Out of all available agents, Unison selects the one who has the highest level of expertise.

The higher the level of expertise, the lower the skill level code assigned to an agent.

The skill level code is a positive integer number. The highest possible level of expertise

corresponds to skill level code 1; the next is 2, and so on. The lower the skill level code,

the more calls an agent gets.

• Wrap-up time. The period of time after completing a phone conversation when an agent

is wrapping up the call (for example, making notes and preparing for the next call). During

this time the agent is considered unavailable.

Generally, the lower the wrap-up time, the more calls the agent receives.

The default wrap-up time specified for the hunt group is used by default.

• Hunt group administrator: One of the hunt group members can be a hunt group administrator.

Hunt group administrators can manage hunt group activities using Unison Call Manager (see

"Chapter 8: Working with Unison Call Manager" on page 113).

There can be only one administrator in a hunt group. On the other hand, there may be hunt

groups without an administrator.

To mark hunt group administrators, the star icon is used in Control Panel.

Note: As any other member of a hunt group, the hunt group administrator will receive phone

calls addressed to the hunt group. If this is inconvenient, the hunt group administrator may be

advised to disconnect the Hunt Groups service in Unison Desktop.

• Default wrap-up time: The wrap-up time assigned to the hunt group member by default, that

is, when the wrap-up time for the agent is not defined explicitly.

• Server timeout: The period of time within which the server is trying to find the best of the

available agents (starting from the moment when a call is transferred to the hunt group).

When a call comes to the hunt group, the server starts collecting information about agent

availability. This information is collected within the time period defined by the server timeout.

When the server timeout elapses, the server compares the available agents and selects one to

pass the call to. For more information, see "About call queues and selecting agents" on page 64.





The lower the value of the server timeout parameter, the quicker the call is passed to the

agent. On the other hand, if this value is too low, the server does not have time to find the

best of the available agents.

• Client timeout: The period of time within which Unison Desktop collects the calls from different

hunt groups (starting from the moment when the first of the calls has arrived).

When the hunt group informs Unison Desktop that there is a call waiting to be answered,

Unison Desktop does not accept the call immediately. Within the time defined by the value of

the client timeout parameter, it waits for calls from other hunt groups. If there are such calls,

Unison Desktop will select the call from the hunt group that has the highest value for the

priority parameter. Then Unison Desktop will inform the corresponding hunt group that the

user is ready to answer the call.

About call queues and selecting agents

When dealing with calls to hunt groups, the system tries to:

• Have the calls answered in the order that they arrive and as soon as possible

• Select the best of the agents to answer a call

To achieve the first of these goals, the system keeps call queues for each of the hunt groups. When

calls come in to a hunt group, they are all placed in the corresponding queue. Then, as soon as one

of the agents becomes available (or the best of the available agents has been selected), the call that

is the first in the queue (the one that has been waiting the longest) is answered.

During the time when the call queue is not empty and no new calls arrive, calls are answered by the

first of the agents that becomes available.

Each time when a new call comes in to a hunt group, the system initiates a process aimed at finding

the best (the most suitable) agent. Within the period of time defined by the server timeout, the

system collects information about agent availability. If no available agent is found during this time,

the call will just stay in the queue. If only one available agent is found, the call (the first one in the

queue) will be passed to this particular agent.

If two or more available agents have been found:

1. The agent with the highest level of expertise (the lowest value for the skill level code) is

selected.

2. If two or more agents with the same skill level are available, the system will select the agent

who has never answered calls as a member of this hunt group. If two or more such agents are

found, the one who has been logged in to the system longer is selected.

3. If there are no agents that have never answered calls, the agent who has been available for the

longest period of time (not answering or wrapping up a call) is selected.

Note: The selected agent is always passed the call which at that moment is the first in the queue.

This is not necessarily the call that initiated the process of selecting the most suitable agent.

Accessing the Hunt Groups page

To access the Hunt Groups page:


2. In the left navigation bar under Phone, click Hunt Groups.





Creating a hunt group

To create a hunt group:

1. Open the Hunt Groups page (see "Accessing the Hunt Groups page" on page 64).

2. Click Create .

The New Hunt Group wizard is displayed.

3. If you want the hunt group to contain members from only one department, click One

department.

Note: You can specify whether the hunt group will contain members from one or all

departments only when you are creating a hunt group. You won’t be able to change this later.

Click Next.

4. If at the previous step you decided to limit the membership for the hunt group to only one

department, click the required department in the list on the Department page.

Note: You can associate the hunt group with a particular department only when you arecreating a hunt group. You won’t be able to cancel this association or associate the hunt group

with a different department later.

Click Next.

5. On the General Properties page of the wizard, specify the name, priority, default wrap-up

time, and an optional note.

Click Next.

6. On the Advanced page, specify the client and server timeouts.

Do not change the default values unless you are absolutely sure that it is necessary to do so.Click Next.

7. On the Finish page of the wizard, choose whether you want to choose agents for the hunt

group immediately or at a later time. To do that, select or clear the Add agents to hunt

group on completion check box.

Click Finish.

If the Add agents to hunt group on completion check box was selected, the Hunt Group

Properties dialog box is displayed so you can start specifying the hunt group members. For

corresponding instructions, refer to "Managing hunt group members" on page 66.

Also note that new members can be added to the hunt group when creating user accounts or

editing their properties, see "Creating a new user account" on page 30 and "Editing a user

account" on page 33 respectively.

Editing the properties of a hunt group

To edit the properties of an existing hunt group:


2. In the table of hunt groups, select the row corresponding to the hunt group you want to edit.

3. Click Edit .

The Hunt Group Properties dialog box is displayed.





4. On the General tab, you can change the name, priority, and default wrap-up time.

Note: If the hunt group is not associated with any of the departments, you cannot form such

an association now. If there is such an association, you cannot cancel it or create an association

with a different department.

5. On the Agents tab, you can view and manage information related to the hunt groupmembers. For more information and instructions, see "Managing hunt group members"

below.

6. On the IVR tab, you can view the list of voice menus associated with the hunt group.

For each voice menu the following information is displayed:

• Path: The way for callers to get from a root voice menu to the voice menu directly

associated with the hunt group.

• Root Phones: The phone numbers and extensions associated with the root voice menu.

• Direct Phones: The phone numbers and extensions (if any) associated with the voice

menu used for accessing the hunt group.

Note: If the list of voice menus is empty, the hunt group is not accessible for phone calls.

Associations of voice menus with hunt groups are created when working with voice menus, see

"Voice menu basics" on page 68 and "Creating, editing, and deleting actions" on page 77.

7. On the Advanced tab, you can change the client and server timeout values.

Important: Be very careful when editing the client and server timeouts. Changing these values

may affect the availability of the hunt group.

8. When you have finished working with the hunt group properties, click OK.

Managing hunt group members

Use the Agents tab of the Hunt Group Properties dialog box for performing operations related to

managing hunt group members.

You can:

• Add new members (agents) to the hunt group.

• Edit agent properties (the skill level and wrap-up time).

• Assign administrator’s rights to one of the hunt group members as well as take away those

rights.

• Remove users from the hunt group.

For instructions on opening the Hunt Group Properties dialog box (for an existing hunt group),

see "Editing the properties of a hunt group" on page 65.

To add agents to a hunt group:

1. Click Add underneath the table of agents.

The Select Hunt Group Agents dialog box is displayed.

2. In the Departments list, select the required department. (If the hunt group you are working

with is associated with a particular department, the Departments list contains only this

particular department. In this case, the department is selected automatically.)

The members of the selected department are shown under Available Users.





Deactivating and activating hunt groups

You can temporarily suspend a hunt group, while preserving all its settings. In the table of hunt

groups, inactive hunt groups are marked with a gray circle in the first (status) column. When

necessary, suspended hunt groups can be activated.

To deactivate one or more hunt groups: 1. Open the Hunt Groups page (see "Accessing the Hunt Groups page" on page 64).

2. Select one or more active hunt groups.


4. In the dialog box that opens, click OK to confirm deactivation, or Cancel to leave the selected

hunt groups active.

To activate one or more inactive hunt groups:


2. Select one or more inactive hunt groups.

3. Click Activate .

Deleting hunt groups

To delete one or more hunt groups:


2. Select one or more hunt groups.

3. Click Delete .

4. In the dialog box that opens, click OK to confirm deletion, or Cancel to preserve the selected

hunt groups.

Managing voice menus

Use the Voice Menus page of Unison Control Panel to create and manage voice menus, configure

entry points and sounds, and enable and configure phone access to the Admin Menu.

After you have created voice menus, you can also edit them over the phone using the Admin Menu,

when this is more convenient.

Voice menu basics

Voice menus are elements of the interactive voice response (IVR) service provided by the Unison

telephone system.

A voice menu is a set of options a caller can choose from by pressing numeric keys on his or her

phone. Each voice menu is associated with one or more sound files that normally contain pre-

recorded instructions on using the menu options.

Voice menus are organized into tree-like structures or hierarchies. That is why voice menus are also

referred to as nodes (of the hierarchy). There can be a number of independent voice menu

hierarchies defined in the system.

The topmost node in each of the hierarchies is called a root. On the Voice Menus page the root

voice menus are marked with a star icon .





Normally, the root nodes are made accessible for phone calls.

To make a voice menu accessible for phone calls, you first enable a so-called entry point for the

menu. An entry point is a virtual device similar to a phone. Like a telephone, an entry point can be

"called." Figuratively speaking, when an entry point is "called," the voice menu associated with

that entry point "answers" the call.

For root voice menus, you don’t need to enable entry points yourself. The entry points for root

menus are enabled automatically as soon as you create the root menus. Depending on your needs,

you can also enable the entry points for other nodes.

Voice menu entry points are associated with phone numbers and extensions using call forwarding

rules. These rules define which of the entry points (that is, voice menus) a call should be routed to

depending on the called phone number or extension.

You can also define additional factors affecting selection of the call destination node. These include

the incoming caller IDs and the time of the call. For example, for the same phone number or

extension, you can route the call to different entry points (that is, voice menus) depending on when

the call is received.

Prior to association with the destination nodes, the phone numbers and extensions are grouped.

Only then, groups of phone numbers and/or extensions are associated with the voice menus in call

forwarding rules.

Sound files for the voice menus are selected from the collection of sounds stored on the server. You

form this collection by uploading the required sound files onto the server using Unison Control

Panel. Alternatively, you can call the Admin Menu extension and use your telephone to record new

sound files and automatically add them to voice menus.

The Admin Menu is a special system voice menu intended exclusively for the administrator to review

and edit existing voice menus over the phone. When you call the extension assigned to the AdminMenu and enter the authorization code, you can listen to and test the voice menus you have

already created in Unison Control Panel and then record new greetings, as well as add or remove

menus, submenus, and nodes.

In the following sections, the objects that you deal with when working with the voice menus are

discussed in more detail.

About the sound properties

Sounds in the IVR sound collection have the following properties:

• Name: A text identifying the sound in the system.

• Original file name: File name and extension that the sound had before uploading onto the

server, for example, in the local file system from which the sound was uploaded onto the

server.

• Format: The sound file format.

Note: Sound files that you are going to upload onto the server must be in the .ogg or .wav

format. The size of an individual sound file should not exceed 16 megabytes.

• Used: The state of the sound in relation to voice menus defined in the system. "Used" means

that the sound is associated with at least one of the voice menus. The "used" sounds cannot

be removed from the collection stored on the server. However, you can replace the "used"sounds by uploading different sound files onto the server.





• System: System sounds cannot be removed from the sound collection, even if they are not

used in any of the voice menus. Similarly to the "used" sounds, the system sounds can be

replaced with different sounds. In all other respects, the system sounds are not different from

other sounds.

About the voice menu elements and properties

Each node (voice menu) has the following elements and properties:

• Name: A text that identifies the menu.

• Entry point (enabled or disabled): An option specifying whether or not a voice menu has a

virtual device (similar to a phone) that can be "called."

For root menus, an entry point is always enabled.

Voice menus without an entry point enabled are not shown in the table on the Voice Menus

page.

• Entry point (active or inactive): The state of an entry point. ‘Active’ means that the entry pointexists and is being used. ‘Inactive’ means that the entry point exists but temporarily is not used.

• Entry point phones: Phone numbers and/or extensions associated with the voice menu entry

point.

In voice menus, phone numbers and extensions are elements of phone number groups. Phone

number groups are associated with voice menus by means of call forwarding rules.

Phone numbers and extensions used for accessing voice menus cannot be assigned to Unison

users. In the tables of phone numbers and extensions on the Phone numbers and the

Extensions pages of Unison Control Panel, these phone numbers and extensions are shown as

"owned by" a Voice Menu.

• Device ID: A series of characters identifying a virtual device corresponding to a voice menu

entry point. (From the point of view of Unison, a voice menu entry point is a device similar to a

phone.)

Device IDs for voice menu entry points are generated automatically. You can view device IDs

but you cannot modify them.

• Sequence interpretation (disabled/enabled): An option defining whether or not sequential key

presses on the caller’s phone should be interpreted as an extension. By default, this option is

disabled so each individual key press corresponds to one "signal."

• Sound: A set of pre-recorded voice instructions represented by one or more sound files, whichare played one after another when the caller enters the menu.

Sound recordings for voice menus are selected from the collection of sounds stored on the

server.

• Timeout is a period of time during which the server is waiting for the caller to press a key

associated with some action or node in the menu.

Once the last of the sound files associated with the menu has finished playing, the server waits

for the caller’s input. If the caller doesn’t do anything relevant to the menu within the time

defined by the value of the timeout, the timeout event occurs, and the system performs the

timeout action.

In Unison Control Panel the timeout action is represented by a stopwatch icon .





• Note: An optional textual note associated with the menu.

• Path: A sequence of voice menus showing the navigation path through the hierarchy of voice

menus from the root node to the current node. The path is shown in the navigation bar of the

IVR Menu Navigator dialog box, see "Navigating in voice menus" on page 79.

• Actions are possible server reactions when a caller presses a key. In a sense, actions are similarto menu commands.

There can be actions of the following types: call a phone number, call an extension, call a hunt

group, repeat a menu, go to another node, go back to the previous menu, and hang up.

When created, each new voice menu initially contains the hang up action associated with the

timeout event. (The server will end the call if the timeout event occurs; you can change this

assignment, if necessary.)

• Nodes in the context of a separate voice menu are subordinate voice menus. Similarly to

actions, sub-menus have access keys associated with them.

In Unison Control Panel, the nodes are represented by a folder icon .

• Access key, or input, is a key on the caller’s phone which is used to initiate an action or to

access a sub-menu.

About the properties of phone numbers, extensions, and phone number groups

Phone numbers and extensions allocated for assignment to voice menu entry points have only one

property:

• Used: The state of the phone number or extension in relation to phone number groups and call

forwarding rules defined in the system. "Used" means that the phone number or extension is

included in one of the phone number groups and there is at least one call forwarding rule (thedefault rule) for that phone number group.

Note: A phone number or extension can be included in only one of the phone number groups.

Phone number groups have the following properties:

• Name: A text identifying the phone number group in the system.

• Phone numbers/extensions: A set of phone numbers and/or extensions that the group contains.

About the properties of call forwarding rules

Call forwarding rules define how phone calls are routed to IVR entry points. These rules have the

following properties:

• Name: A text identifying the rule in the system.

• Phone number group: The name of the phone number group that the rule applies to. If a call is

addressed to the phone number or extension associated with the group, the call will be routed

according to one of the call forwarding rules specified for that phone number group.

• Incoming caller IDs: Caller IDs that the rule applies to. Caller ID means the phone number or

extension a call comes from. If no caller IDs are specified in a rule, the rule applies to any caller IDs.

• Time periods: Time when the rule is active. Time periods associate the rule with the time of the call.

• Destination node: The name of the node (voice menu) to route the call to if the call correspondsto the phone number group, incoming caller IDs, and time periods specified in the rule.





• Destination timeout: The period of time during which the system is waiting for the node (voice

menu) to "answer" the call. If the menu does not answer the call within this time, the call is

rejected.

• Default call forwarding rule: For each phone number group, there is a default call forwarding

rule. The default rule is created automatically when a phone number group is created. (When

created, this rule has a name in which the word "Auto" is followed by a number. At the

moment of creation, the destination node in this rule is not defined.)

In the default rule, incoming caller IDs and the time periods are not specified. That means that

the default rule applies to any caller IDs and is active all the time ("always").

The default rule is used to route any calls addressed to the phone number group when other,

more specific rules for that group are not specified or do not apply.

If, when creating a root voice menu, you specify the phone access right away (see "Creating a

root voice menu" on page 75), an entry point, phone number group, and default call

forwarding rule are created for that root menu automatically.

Accessing the Voice Menus page

To access the Voice Menus page:


2. In the left navigation bar under Phone, click Voice Menus.

The Voice Menus page is displayed. When you open this page for the first time, you see one

preinstalled voice menu called the Main menu. You can use this menu as a starting point for

implementing IVR features in your system. For more information, see "Overview of the Main

menu" below and "Assigning external phone numbers to the Main menu" on page 73.

Note: Only the menus that have entry points are shown in the table on the Voice Menus

page. Consequently, the table contains all root voice menus (marked with a star icon ) and,

possibly, also some voice menus which are not the root menus.

Overview of the Main menu

By making slight changes to the preinstalled Main voice menu, you can quickly implement very basic

but useful IVR features in your system. Here are the main properties of the Main menu in its initial

state:

• The Main menu is a root voice menu with an entry point enabled and one extension number

assigned to it. This means that this menu can be "called" using this extension from inside your

Unison telephone network.

• The menu has one sound file associated with it, greeting.ogg. This sound file contains the

following prerecorded text: "Thank you for calling. Please enter the extension number of the

party you wish to call." When someone "calls" the menu, the server plays this sound file to the

caller.

• The menu has the sequence interpretation option enabled. Consequently, when the caller

sequentially presses numeric keys on the phone keypad, the server will interpret this as the

extension the call should be transferred to.

• The timeout associated with the menu is 10 seconds. This means that the caller has 10 secondsto dial an extension after the sound file has finished playing.





As you can see, the Main menu in its initial form does not really add a lot to the functionality of

your system, because extensions can already be called directly in your Unison telephone network.

However, if you assign one or more external phone numbers to the menu, you gain the following

functionality:

• Your Unison telephone system will become accessible for calls originating in external telephone

networks.

• Unison users will be able to access their voice mailboxes using external phones. This is

particularly useful for users without external phone numbers assigned.

Instructions for assigning external phone numbers to the Main menu are provided in "Assigning

external phone numbers to the Main menu" below.

Assigning external phone numbers to the Main menu

Assigning external phone numbers to the Main menu makes the menu features available to external

callers (see "Overview of the Main menu" on page 72).

Note: By the time you perform the procedure discussed in this section, one or more external phone

numbers must already be registered in Control Panel and available for assigning to the menu. You

can check if this is the case on the Phone Numbers page (see "Phone number basics" on page 51

and "Accessing the Phone Numbers page" on page 54). If your organization is not subscribed to

the managed phone service, and you manage the phone service yourself, see also "Managing

incoming call providers and outgoing call providers" on page 120.

This is how you assign one or more external phone numbers to the entry point of the Main menu:

1. Open the Voice Menus page (see "Accessing the Voice Menus page" on page 72).

2. Click Entry Points .

3. On the Phone tab of the IVR Entry Points dialog box, click Add on the left part of the tab.

4. In the Available Phone Numbers dialog box, select one or more phone numbers and click

Select. If asked for the 911 location (see "About the 911 location" on page 52), specify the

necessary information. See "Specifying the 911 location for a phone number" on page 55 for

corresponding instructions. See also, "Updating the 911 location for a phone number" on

page 56. Click Close to close the Available Phone Numbers dialog box.

5. Click the Call Forwarding Rules tab in the IVR Entry Points dialog box.

6. Click Phone Number Groups.

7. In the Phone Number Groups dialog box, select the group that contains the extension

associated with the Main menu entry point and click Edit.

8. In the Phone Number Group Properties dialog box, select one or more phone numbers in

the Available list and click the button with two arrows pointing right (>>). Click OK.

9. Click Close in the Phone Number Groups dialog box.

10. Click OK in the IVR Entry Points dialog box.

The phone number or numbers that you have assigned to the entry point are shown in the

field Entry Point Phones for the menu Main menu.

As a result, your Unison telephone network becomes accessible for external phone calls. Unison

users can now use the assigned numbers for accessing their voice mailboxes using the voice mail

management menu, see "Accessing the voice mail management menu from the Main menu" on

page 74.





Accessing the voice mail management menu from the Main menu

After you have assigned external phone numbers to the Main menu (see "Assigning external phone

numbers to the Main menu" on page 73), Unison users can call these numbers to access the voice

mail management menu. (The voice mail management menu is an embedded voice menu offered

to Unison users when accessing their voice mailboxes. The main options of this menu are listed in

"About phone access to voice mail" on page 29.) For users without external phone numbers

assigned, this is practically the only way to access their voice mailboxes from external phones.

This is how users interact with the system when accessing the voice mail management menu

through the Main menu. (You have to make sure that your users know how to use these features.)

1. To access the Main menu from external telephone networks, callers should dial a phone

number associated with the Main menu. (You should inform your Unison users of this

number.)

2. The server answers the call and plays the greeting: "Thank you for calling. Please enter the

extension number of the party you wish to call." (You should inform the users that to access

the voice mail management menu, they should dial their own extension.)

3. The call transfer to the extension is processed according to a call forwarding rule associated with

the extension owner. As a result, the phone or phones specified in this rule will start to ring.

(The users need to know that they will get access to the voice mail management menu after a

certain period of time only if the call is not answered at any of the corresponding phones.)

4. If the call is not answered at any of the appropriate phones, the call is answered by the server.

The server asks the caller to leave a message. (You should inform the users that to access the

voice mail management menu, they should press the pound key (#) during the greeting, before

the server has started to record the message.)

5. If the pound key was pressed, the user is asked to enter his or her extension number. If the

user has more than one extension, any of the extensions will do.

6. After the user has entered the extension, the server checks if the extension owner has "access

to voice mail from any phone" enabled. If so, the user is asked to enter his or her voice mail

PIN code.

7. The server checks the PIN code and, if it’s correct, lets the user into the voice mail management

menu.

Managing sounds

To manage the collection of sounds for the voice menus:


2. Click Sounds .

The IVR Sound Manager dialog box is displayed, showing the collection of sound recordings.

3. Make the necessary changes in the collection of sound recordings. You can:

• Add new sounds to the collection by uploading sound files onto the server. To add a new

sound to the collection, click Add underneath the table of sounds. In the Add Sound

dialog box, type the name for the sound, and specify the fully qualified path to the source

sound file. You can type the path in the Sound File field, or click the Browse button,

select the required file in the file system, and then click Open in the corresponding dialog

box. The selected sound file is uploaded onto the server when you click OK in the Add

Sound dialog box.





• Change the name of the sound in the collection and/or replace the sound on the server by

uploading a different sound file. To do that, click the required sound, and then click Edit

underneath the table. In the Sound Properties dialog box, if necessary, type a new name

for the sound in the Name field. If you want to replace the sound with a different one,

specify the fully qualified path to the source sound file. You can type the path in the

Sound File field, or click the Browse button, select the required file in the file system,and then click Open in the corresponding dialog box. When you have finished working

with the Sound Properties dialog box, click OK to confirm the changes made.

• Remove sounds from the collection. To delete one or more sounds, select the sounds that

you are going to delete, and then click Delete underneath the table. To confirm your

intention to delete the selected sounds, click OK in the corresponding message box.

Note: System sounds and "used" sounds cannot be deleted.

4. When you have finished working with the collection of sounds, click Close in the IVR Sound

Manager dialog box.

Creating a root voice menu

To create a new root voice menu:


2. Click Create .

The New Menu wizard is displayed.

3. On the Phone numbers/extensions page of the wizard, assign phone numbers and

extensions to the menu.

Note: At this point, you can skip assigning phone numbers and extensions to the menu. To dothat, select the check box I’ll configure menu phone access later.

You can define the phone numbers for the root menu later, when configuring the entry point

associated with the root menu, see "Configuring entry points" on page 81.

• To assign one or more phone numbers to the menu, click Add to the right of the list of

phone numbers.

In the Select Numbers dialog box, select one or more phone numbers in the list, and

then click Select. If asked for the 911 location (see "About the 911 location" on page

52), specify the necessary information. See "Specifying the 911 location for a phone

number" on page 55 for corresponding instructions. See also, "Updating the 911 location

for a phone number" on page 56. Then, to close the Select Numbers dialog box, click

Close.

The phone numbers that you have selected appear in the list of phone numbers on the

Phone numbers/extensions page.

Note: To be able to assign phone numbers to the voice menu, there must be phone

numbers in the system that are not currently assigned to any Unison users or any of the

voice menus. If at the moment no phone numbers are available (the list of phone numbers

in the Select Numbers dialog box in this case is empty), you can assign phone numbers

to the voice menu later, see "Configuring entry points" on page 81.

To remove unnecessary phone numbers from the list of phone numbers associated withthe voice menu, select the numbers, and then click Remove to the right of the list.





• To assign one or more extensions to the menu, click Add to the right of the list of

extensions.

The Select Numbers dialog box is displayed.

To select one or more extensions present in the list, select the extensions, and then click

Select. Then, to close the Select Numbers dialog box, click Close.

If there are no available extensions (the list of extensions in the Select Numbers dialog

box in this case is empty), you can create new extensions and assign them to the menu.

To do that, click Create (in the Select Numbers dialog box), specify the extension, and

then click Create in the New Extension dialog box. Repeat this procedure as necessary.

You can remove unnecessary extensions from the list of extensions on the Phone

numbers/extensions page. To do that, select the extensions, and then click Remove to

the right of the list.

• When you have finished working with phone numbers and extensions, click Next.

Note: If at this step you have specified phone numbers and/or extensions, what will happen atthe moment of the menu creation is: 1) A new phone number group will be created containing

the phone numbers and/or extensions that you have specified. The phone number group will

have the same name as the voice menu. 2) The default call forwarding rule associating this

phone number group and the menu will be created. This rule will have the name Default .

4. On the Configuration page of the wizard, specify the name, timeout, and one or more

sounds for the root menu.

• Type the menu name in the field next to Name.

• Type the timeout in the field next to Timeout.

• Specify one or more sounds. To do that, click Add underneath the list of sounds. In the IVRSound Manager dialog box, select one or more sounds in the table, and then click OK.

The sounds that you have selected appear in the list of sounds on the Configuration page.

You can change the order of sounds in the list. To move a sound up, select the sound,

and then click Up one or more times – until the sound gets to the required position in the

list. Do the same to move the sound down, using the Down button instead.

To remove unnecessary sounds, select the sounds, and then click Remove.

Note: When you remove sounds from the menu, you do not remove them from the

sound collection stored on the server. For information on working with the sound

collection, see "Managing sounds" on page 74.

• When you have finished working with the Configuration page, click Next.

5. On the Finish page of the wizard, specify what you want to do with the menu after its

creation:

• Edit menu: If this check box is selected, the IVR Menu Navigator dialog box will be

displayed for the new menu and you will be able to define the menu structure by adding

nodes and actions, see "Overview of working with voice menus" on page 77.

• Activate menu: If this check box is selected, the entry point associated with the new voice

menu is activated right after the menu creation. If you select not to activate the entry point

for the menu, you can do it later, see "Activating voice menu entry points" on page 81.

Click Finish.





Overview of working with voice menus

Most of the operations with the voice menus are performed in the IVR Menu Navigator dialog

box. However, you can perform some of the same operations over the phone, using the Admin

Menu to edit voice menus by phone (see "Using the Admin Menu to edit voice menus by phone"

on page 85).

The IVR Menu Navigator opens automatically if you select to edit the root menu right after its

creation on the last page of the New Menu wizard (see "Creating a root voice menu" on page 75).

You can also open this dialog box for the root menu in the following way:


2. In the table of menus, click the row corresponding to the required root menu, and then click

Edit .

The IVR Menu Navigator dialog box is displayed.

For information on opening menus that are not root menus, refer to "Navigating in voice menus"

on page 79.

In the upper part of the IVR Menu Navigator dialog box, the properties of the menu are shown

that include:

• Name of the menu

• List of entry point phones

• Sequence interpretation status

• Sound (as a sequence of sounds)

• Timeout

You can change any of these settings as well as add or change a note associated with the menu inthe Node Properties dialog box. To open this dialog box, click Edit in the lower right corner of the

properties section. For more information, see "Editing node properties" on page 80.

Following the node properties is a white navigation bar. Its purpose and usage is discussed in

"Navigating in voice menus" on page 79.

The table of menu options is in the lower part of the dialog box. The menu options are represented

by actions and nodes (subordinate voice menus).

Initially (right after the menu creation), the menu contains only the "hang up" action, which is

associated with the timeout event.

You can manage the menu options by adding new actions and nodes, editing their properties, andremoving actions and nodes from the menu.

Creating, editing, and deleting actions

To create, edit, or delete an action:

• Open the voice menu you are going to work with in the IVR Menu Navigator dialog box. For

corresponding instructions, refer to "Navigating in voice menus" on page 79.

To add a new action to the menu:

1. In the IVR Menu Navigator dialog box, underneath the table of menu options, click New

action.

The New Action dialog box is displayed.





2. Select the phone key that you want to associate with the action from the Access key list.

3. Select the required action type from the Action list.

4. Depending on the selected action type:

• If you selected Call phone number or Call extension, type the required number in the

text field, or click the ellipsis button and then select one of the numbers from the list.

Note: You can specify only a phone number or an extension that is 1) currently active and

2) owned by a registered Unison user.

• If you selected Call hunt group, select the required hunt group from the list.

Note: The list from which you select the hunt group contains only the active hunt groups.

• If you selected a Go to option, click the ellipsis button . Navigate to the required voice

menu (see "Navigating in voice menus" on page 79). Select the menu, and then click OK

in the Select Submenu dialog box.

• If you selected Repeat menu, Back or Hang up, you don’t need to specify any additional

information (Repeat menu means that the current menu will be replayed. Back means

that the previous menu will be replayed.)

5. Optionally enter a textual comment.

6. Click OK to save changes and close the New Action dialog box.

To edit an action:

1. Select the action in the table of menu options of the IVR Menu Navigator dialog box, and

then click Edit underneath the table.

2. In the Action Properties dialog box, edit the action properties, and then click OK.

To delete one or more actions:

1. Select the actions in the table of menu options of the IVR Menu Navigator dialog box, and

then click Delete underneath the table.

2. Confirm your intention to delete the selected actions by clicking OK in the corresponding

message box.

Creating and deleting nodes

To create or delete a node:

• Open the voice menu you are going to work with in the IVR Menu Navigator dialog box. For

corresponding instructions, refer to "Navigating in voice menus" on page 79.To add a new node to the menu:

1. In the IVR Menu Navigator dialog box underneath the table of menu options, click New

node.

The New Node dialog box is displayed.

2. In the Name field, type the name of the node.

3. Select the phone key that you want to associate with the node from the Access key list.

4. If you want to make a node accessible via phone calls, select the Enable entry point check box.

Note: To make the node accessible for phone calls, in addition to enabling the entry point, you

should also associate the node with certain phone numbers and/or extensions using call forwarding

rules, see "Voice menu basics" on page 68 and "Configuring entry points" on page 81.





5. If you want a sequence of key presses (on the caller’s phone) to be interpreted as an extension,

rather than a set of individual key presses, select the Interpret char sequence as extension

check box.

6. In the Timeout field, type the timeout value in seconds.

7. Specify sounds.

To add one or more sounds to the menu, click Add. In the IVR Sound Manager dialog box,

select the required sounds and click OK.

You can also:

• Change the order of sounds by moving them up and down in the list. To move a sound

up, select the sound, and then click Up one or more times – until the sound gets to the

required position in the list. Do the same to move the sound down, using the Down

button instead.

• Remove unnecessary sounds from the list. To do that, select the sounds, and then click

Remove.

Note: When you remove sounds from the menu, you do not remove them from the

sound collection stored on the server. For information on working with the sound

collection, see "Managing sounds" on page 74.

8. Optionally type a textual comment.

9. Click Create to save the menu and close the New Node dialog box.

The menu that you have created appears in the table of actions and nodes.

Note: The new menu initially contains only one option, namely, the hang up action which is

associated with the timeout event.

To delete one or more nodes:

1. Select the nodes in the table of menu options in the IVR Menu Navigator dialog box, and

then click Delete underneath the table.

2. Confirm your intention to delete the selected nodes by clicking OK in the corresponding

message box.

Navigating in voice menus

The starting points of your navigation in voice menu hierarchies are the nodes in the table on theVoice Menus page.

The table on this page shows those voice menus that have entry points enabled. Consequently, the

table contains all the root nodes defined in the system. The root voice menus are marked with a star

icon .

The table may also contain voice menus that are not the root nodes in voice menu hierarchies. (You

might have also enabled entry points for some menus that are not the root nodes.)

To start navigating in the system of voice menus, select one of the menus on the Voice Menus

page, and then click Edit to open the IVR Menu Navigator dialog box. Then, look at the

navigation bar – a white bar above the table of nodes and actions.

The information on this bar shows where you are in the hierarchy of voice menus.





If the current node is a root node, the bar contains the name of only one node (the current node)

and the folder icon with an arrow pointing up is gray. For the root node, the navigation bar may

look something like this:

To move down in the hierarchy of voice menus, double-click the folder icons representing voice

menus in the table of actions and nodes. When you double-click the node, you "get inside" (or

open) the node and see its contents. If there are other subordinate nodes there, double-click them

to move further down the hierarchy.

To move up in the hierarchy of nodes, use the navigation bar. For a node which is not the root node

the navigation bar may, for example, look like this:

In this case, the path through the hierarchy from the root node to the current node is shown. With

the exception of the current node (the "Ford cars" node in the example above), all nodes in thepath are represented by hyperlinks. So you can "jump" to any of the nodes shown by clicking the

corresponding hyperlink.

To move one level up in the hierarchy of nodes, use the folder icon with a green arrow pointing

up . (Assuming that you are currently working with the node "Ford cars" in the figure above, if

you click this icon once, you’ll get to the node "Cars.")

Note: You can only navigate within one voice menu hierarchy in the IVR Menu Navigator dialog

box. To go to different hierarchies, use the Voice Menus page.

Editing node properties

To edit the node properties, use the Node Properties dialog box.

For all nodes except for the root nodes, this dialog box can be accessed in two ways (only the

second way applies to the root nodes):

• Open the menu which contains the node you are going to work with in the IVR Menu

Navigator dialog box. Select the node in the table of menu options, and then click Edit

underneath the table.

• Open the node whose properties you are going to edit in the IVR Menu Navigator dialog

box. Then click Edit in the properties section (that is, in the upper part of the IVR Menu

Navigator dialog box).The Node Properties dialog box is displayed, where you can:

• Specify the name of the node. To do that, type the required name in the box next to Name.

• Enable or disable an entry point for the node. To do that, select or clear the Enable entry

point check box.

Note: For root voice menus, you cannot disable entry points in the IVR Menu Navigator

dialog box. You can, however, deactivate entry points for the root menus on the Voice Menus

page, see "Deactivating voice menu entry points" on page 81.

Important: If, at the time you disable an entry point for a node, there are call forwarding rules

containing this node as the destination node, these rules will be modified (the "destinationnode" field will be cleared). Consequently, these call forwarding rules will become inoperative.





• Enable or disable sequence interpretation. To do that, select or clear the Interpret char

sequence as extension check box.

• Specify the timeout. To do that, type the required value next to Timeout.

• Add, remove, and change the order of sounds associated with the menu. To do that, use the

Add, Remove, Up and Down buttons.

• Add or change an optional note. To do that, type the required text in the box next to Note.

To save the changes, click OK in the Node Properties dialog box.

Deactivating voice menu entry points

To deactivate entry points for one or more voice menus:


2. In the table of menus, select one or more menus that have an active entry point.



The menus with inactive entry points are marked with gray circles in the first (status) column.

Activating voice menu entry points

To activate inactive entry points for one or more voice menus:


2. In the table of menus, select one or more menus that have inactive entry points.

3. Click Activate .

Deleting voice menu hierarchies

Important: The procedure described in this section leads to the deletion of the whole branch or

even the whole hierarchy of voice menus, starting from the selected node all the way down to the

bottom of the hierarchy.

To delete one or more voice menu hierarchies:


2. Select one or more menus.

3. Click Delete .


The voice menu hierarchies are deleted, starting from the selected nodes all the way down to

the bottom of the corresponding hierarchies.

Configuring entry points

To configure voice menu entry points:


2. Click Entry Points .





The IVR Entry Points dialog box is displayed.

3. On the Phone numbers tab of the dialog box, you can view and manage phone numbers and

extensions that are already associated with voice menu entry points, and ones that you are

going to associate with the entry points.

Phone numbers and extensions that have associations with IVR entry points have a green checkmark in the Used column.

You can:

• Add phone numbers to the list of IVR entry point phone numbers. To do that, click Add

underneath the table of phone numbers. In the Available Phone Numbers dialog box,

select one or more phone numbers in the list and then click Select. If asked for the 911

location (see "About the 911 location" on page 52), specify the necessary information.

See "Specifying the 911 location for a phone number" on page 55 for corresponding

instructions. To close the Available Phone Numbers dialog box, click Close.

Note: The list from which you select the phone numbers contains those phone numbersthat are 1) already defined in the system 2) active and 3) not owned by any user or voice

menu. If the list is empty, you have to make one or more phone numbers available for

assigning to voice menus.

• Remove phone numbers from the list of IVR entry point phone numbers. To do this, select

the phone numbers in the table, and then click Remove underneath the table of phone

numbers. Then, confirm your intention to remove the selected phone numbers by clicking

OK in the corresponding message box.

Important: When you remove the phone numbers marked as "used," the phone

numbers are removed from the corresponding phone number groups.

Note: When you remove the phone numbers from the list of IVR entry point phone

numbers, you do not remove the corresponding phone numbers from the system. The

"removed" phone numbers become available for assigning to Unison users (or voice

menu entry points).

• Update the 911 location information for any of the phone numbers shown in the list. See

"Updating the 911 location for a phone number" on page 56 for corresponding

instructions.

• Add extensions to the list of IVR entry point extensions. To do that, click Add underneath

the table of extensions. In the Available Extensions dialog box, select one or more

extensions in the list and then click Select. Repeat this procedure to add as manyextensions as required. Then, to close the Available Extensions dialog box, click Close.

If there are no extensions available, you can create one or more new extensions. To create

a new extension, click Create in the Available Extensions dialog box. In the New

Extension dialog box, specify a new extension (and, optionally, a note), and then click

Create. Note that when working with the Extension field, you can use the prompts

provided by Control Panel (see "Creating extensions" on page 58).

• Remove extensions from the list of IVR entry point extensions. To do that, select the

extensions in the table, and then click Remove underneath the table of extensions. Then

confirm your intention to remove the selected extensions by clicking OK in the






Important: When you remove the extensions marked as "used," the extensions are

removed from the corresponding phone number groups.

Note: When you remove extensions from the list of IVR entry point extensions, you do not

remove the corresponding extensions from the system. The "removed" extensions

become available for assigning to Unison users (or voice menu entry points).

4. On the Call Forwarding Rules tab of the IVR Entry Points dialog box, you can view and

manage phone number groups and call forwarding rules associated with voice menu entry

points.

Each row in the table on the Call Forwarding Rules tab corresponds to one call forwarding

rule. Default rules are marked with the star icon . (There is one default rule for each of the

phone number groups.)

For each call forwarding rule the following information is shown:

• Rule name.

• Phone number group: The name of the phone number group that the rule applies to.

• Incoming caller IDs that the rule applies to.

• Destination: The name of the voice menu and corresponding timeout. If for some rule this

field is empty, it means that no destination node is specified in the call forwarding rule

and, consequently, this rule is not functional.

Normally, prior to creating call forwarding rules, you create phone number groups. (You do not

associate individual phone numbers and extensions with voice menu entry points, but rather

the phone number groups containing those phone numbers and extensions. Even if you want

to associate an individual phone number or extension with the entry point, you should first

create a phone number group containing this phone number or extension and only then createan association of this group with the entry point.)

To create a phone number group, click Phone Number Groups.

The Phone Number Groups dialog box is displayed. The existing phone number groups are

shown in the table in this dialog box. For each group, the name of the group and the phone

numbers and extensions contained in the group are displayed.

Click Create underneath the table.

The New Phone Number Group dialog box is displayed.

Specify the name of the group in the box next to Name. (You can also accept the name

suggested by the system.)

Select one or more phone numbers and/or extensions. To do that, select the numbers in the

Available list, and then click the button with two arrows pointing right (>>). The selected

numbers are moved to the Selected list. (The reverse action is also possible: you can move the

numbers from the Selected list back to the Available list. In this case, use the button with

two arrows pointing left (<<).) When you have finished defining the properties of the phone

number group, click Create in the New Phone Number Group dialog box.

The phone number group that you have created appears in the table in the Phone Number

Groups dialog box. At the same time, the default call forwarding rule for this group is created.

Note, however, that this rule at the moment is not fully functional because the destination

node (voice menu) is not yet defined.





You can also use the Phone Number Groups dialog box to:

• Edit the properties of phone number groups. To do that, select the group in the table and

then click Edit. Edit the properties of the group in the Phone Number Group Properties

dialog box, and then click OK.

• Delete phone number groups. To delete one or more phone number groups, select thegroups in the table, and then click Delete. Then, confirm your intention to delete the

selected groups by clicking OK in the corresponding message box.

Note: When you delete a phone number group: 1) all call forwarding rules associated

with this group are also deleted and 2) the phone numbers and extensions that the group

contained become available for assigning to other phone number groups.

When you have finished working with the Phone Number Groups dialog box, click Close.

5. To specify the destination node for the default call forwarding rule associated with the phone

number group (the one that was created when you created a new phone number group):

Click the rule in the table on the Call Forwarding Rules tab of the IVR Entry Points dialog

box, and then click Edit underneath the table.

The Call Forwarding Rule Properties dialog box is displayed.

Under Destination, select the destination voice menu from the list next to Node. (The list that

you select the node from contains root voice menus and other nodes for which entry points are

enabled.)

If necessary, make other changes to the properties of the call forwarding rule. (For example,

you may want to change the name of the rule or the timeout value.)

To save the changes and close the Call Forwarding Rule Properties dialog box, click OK.

6. If necessary, create new call forwarding rules. To create a new rule:

Click Create underneath the table of rules.

The New Call Forwarding Rule dialog box is displayed.

Specify the name of the rule. You can accept the name suggested by the system or type a

different name in the Rule name box.

Specify the phone number group that the rule applies to. To do that, select the group from the

list next to Phone numbers.

At this point, to manage phone number groups, you can go to the Phone Number Groupsdialog box. To do that, click Manage to the right of the Phone Numbers list.

If necessary, specify incoming caller IDs that this rule applies to. To do that, type the

corresponding phone numbers and/or extensions in the Incoming caller IDs box. Use a

comma to separate individual phone numbers and extensions.

Note: If you don’t specify phone numbers and extensions, the rule will apply to any incoming

caller IDs.

Specify the time periods during which the rule should be active. For instructions, refer to

"Switching phone setup modes and specifying call forwarding rules" on page 42 in

"Managing user accounts and default account settings." (The time periods are defined in thesame way as for the call forwarding rules associated with user accounts.)





Specify the node (voice menu) that phone calls should be routed to. To do that, select the node

from the Node list. (The list that you select the node from contains root voice menus and other

nodes for which entry points are enabled.)

Specify the timeout. You can accept the value suggested by the system or type a different

value in the Timeout box.

To save the rule and close the New Call Forwarding Rule dialog box, click Create.

7. If necessary, continue working with call forwarding rules. In addition to creating new rules, you can:

• Edit the properties of existing rules. To edit a rule, select the rule in the table, and then

click Edit. In the Call Forwarding Rule Properties dialog box, make the necessary

changes. Then, to save the changes and close the Call Forwarding Rule Properties

dialog box, click OK.

• Delete call forwarding rules. To delete one or more rules, select the rules in the table and

click Delete. Confirm your intention to delete the selected rules by clicking OK in the


Note: You cannot delete default rules like this. The default call forwarding rule is deleted

automatically when you delete the phone number group that it is associated with.

• Deactivate the rules. To deactivate one or more call forwarding rules that are currently

active, select the rules in the table, and then click Deactivate. Confirm your intention to

deactivate the selected rule by clicking OK in the corresponding message box.

• Activate the rules. To activate one or more call forwarding rules that are currently inactive,

select the rules in the table, and then click Activate.

8. When you have finished configuring IVR entry points, click OK in the IVR Entry Points dialog.

Using the Admin Menu to edit voice menus by phone

We recommend creating and editing voice menus in Control Panel. However, in some cases it is

more practical to listen to voice menus and edit them over the phone using the Admin Menu. In the

Admin Menu, you can listen to the voice menus you have set up, then add or remove menus or

submenus, add nodes, and record greetings. You may want to use the Admin Menu when:

• You have finished setting up a voice menu and want to review it. If necessary, you can make

adjustments while listening, and then immediately listen to your new version to make sure you

have made the correct changes.

• You don’t have recorded sound files available for your menus and you want to record your

own greetings over the phone. Your recordings are automatically associated with the correct

menu, so you don’t need to find the file and location in Control Panel.

We recommend using the Admin Menu while you have Control Panel open as well. In some cases

you may want to use the Admin Menu to adjust a voice menu when you don’t have access to

Control Panel for some reason. However, you will need to know the Device ID for the entry point of

the menu you want to edit.

To use the Admin Menu:

1. Dial the Admin Menu extension and enter the authorization code when requested. To view

which extension and authorization code you have assigned to the Admin Menu, see"Configuring access to the Admin Menu" on page 86.





2. When instructed to do so, enter the identifier of the voice menu you want to edit, which is the

Device ID. To view the Device ID, find the menu you want in the list on the Voice Menus page

in Control Panel, and then find the corresponding series of digits in the Device ID column.

You will hear the greeting for the voice menu you have chosen. You can follow the instructions

and press buttons on your phone to navigate through the menu and test it.

3. When you reach a place in the menu you want to edit, press the pound key #. You will hear a

system menu with instructions for making additions, deletions, or recording a new greeting in

this place. Follow the instructions using your phone.

4. After you have made changes, you will be able to listen to the menu again with your new

modifications. You can continue editing if necessary, or hang up when you are finished.

Your changes are reflected automatically in Control Panel. You may need to refresh the page

in your browser to see changes.

Configuring access to the Admin Menu

To access the Admin Menu, you call the specified extension and enter the authorization code. You

can change the extension and authorization code assigned to the Admin Menu or you can disable

the Admin Menu if desired.

To configure access to the Admin Menu:


2. Click Admin Menu .

The Phone Access to Admin Menu dialog box is displayed.

3. In the Extension field, specify the extension that will provide access to the Admin Menu.

To do that, click the Select button, and then, in the Admin Menu Extension dialog box,choose the desired number from the list of available extensions. If the desired extension

doesn’t exist, click Create and specify the required extension in the New Extension dialog

box. Note that when working with the Extension field in the New Extension dialog box, you

can use the prompts provided by Control Panel (see "Creating extensions" on page 58).

4. In the Authorization code field, type a sequence of digits that will be used to enable access

to the Admin Menu. (The authorization code acts as a password which is entered using a

telephone when someone is trying to access the Admin Menu.)

5. Select the Enable editing menus by phone check box. If this option is not selected, the

Admin Menu will not be accessible.

6. Click OK to save changes and close the dialog box.

Managing Music on Hold

When a phone call is placed on hold, the connection is not terminated but communication is not

possible until the call is removed from hold. During this period of silence, one or more pre-recorded

soundtracks can be played. On the Music on Hold page, you can create and manage a collection

of soundtracks to be used as the music on hold.

Music on Hold basics

A soundtrack has the following properties:

• Name: A text that identifies a soundtrack.





• File: A file that contains a soundtrack. Supported file types are .ogg and .wav. The maximum

file size allowed is 16 megabytes.

• Order: The sequential order of a soundtrack in the list of recordings in which the soundtrack is

played. The higher a soundtrack is positioned in the list, the earlier this soundtrack is played.

Accessing the Music on Hold page

To access the Music on Hold page:


2. In the left navigation bar under Phone, click Music on Hold.

The Music on Hold page of Unison Control Panel is displayed.

Adding a soundtrack

To add a soundtrack:

1. Open the Music on Hold page (see "Accessing the Music on Hold page" above).

2. Click the Create button .

The New Soundtrack dialog box is displayed.

3. Next to Name, type the name of the soundtrack.

4. Next to File, type the fully qualified name of the sound file, or click Browse, and then select

the desired sound file in your file system.

5. Specify the position of the new soundtrack in the list. To do that, click one of the options in

the Position section of the dialog box.

• At the top: The new soundtrack will be placed first in the list, and will be played first.

• After [soundtrack name]: The new soundtrack will be added after an existing

soundtrack, which you can select from the list. By default, this is the soundtrack currently

selected on the Music on Hold page.

• At the bottom: The new soundtrack will be placed last in the list, and will be played last.

6. Click Add.

Changing position of a soundtrack

To move one or more soundtracks:


2. In the table of soundtracks, select the soundtracks to be moved.

3. To move the soundtracks one line up or down, click Move Up or Move Down .

To move the selected soundtracks to the desired position, click Move To . Then, specify the

required position in the Move Soundtrack dialog box.

Editing the properties of a soundtrack

To edit the properties of an existing soundtrack:






2. In the table of soundtracks, select the soundtrack to be edited.

3. Click Edit .

The Soundtrack Properties dialog box is displayed.

4. Change the name of the soundtrack as required and/or upload a new sound file instead of an

existing one, if necessary.

5. If necessary, change the position of the soundtrack. For instructions, refer to "Adding a

soundtrack" on page 87.

6. Click OK.

Deactivating and activating soundtracks

You can temporarily suspend a sound, while preserving all its settings. In the list of soundtracks,

inactive soundtracks are marked with a gray circle in the first (status) column. When necessary,

suspended soundtracks can be activated.

To deactivate one or more active soundtracks:

1. Open the Music on Hold page (see "Accessing the Music on Hold page" on page 87).

2. Select one or more active soundtracks.



To activate one or more inactive soundtracks:


2. Select one or more inactive soundtracks.

3. Click Activate .

Deleting soundtracks

To delete one or more soundtracks:


2. Select one or more soundtracks.

3. Click Delete .


Managing address books and distribution lists

Use the Address Books pages of Unison Control Panel to create and manage the address books

at various levels, assign administrators, add contacts to the address books, and manage

distribution lists.

For organization, department, and personal levels there are three separate pages in Unison

Control Panel.





About address books and distribution lists

Address books are sets of contacts and e-mail distribution lists for Unison users.

Address books are assigned to one of the following levels:

• Organization

• Department

• Personal

The level of an address book determines which Unison users can view the address book. The

information in the organization address books is available to all Unison users in your organization.

Department address books belong to particular departments; only the members of the

corresponding department can view these address books. Personal address books are private; each

personal address book is associated with a user account and can only be viewed by the account

owner.

At the organization level, there may be one or more address books. The main address book, which is

initially called the Corporate Directory, is created automatically. Each contact in this book corresponds

to an active user account in the system. Contacts are added to this address book when you create user

accounts. Similarly, when you delete an account, the contact corresponding to this account is deleted

from the main address book as well. (Users with deactivated accounts are also removed from the main

address book.) There is no other way to manage contacts in this address book.

You can edit the properties of the main address book (such as its name) and create distribution lists

associated with this book.

For each distribution list associated with the main address book, you can specify one or more

administrators. Unison users designated as the distribution list administrators can manage

distribution list members in Unison Desktop.

You can create more address books at the organization and department levels.

All address books other than the main organization address book may include external contacts (in

relation to your organization).

You can specify administrators for each address book and each distribution list at the organization

and department levels. Administrators can manage the address book and distribution list

information in Unison Desktop.

Address book administrators have the right to manage the contact information in the address books

but don’t have the right to manage distribution lists. Distribution list administrators, on the contrary,

can manage the distribution list members but cannot manage the contact information in the

address books.

At the department level, administrators can only be selected from the members of the

corresponding departments.

Personal address books for Unison users are created automatically when you create user accounts.

When you delete an account, the personal address book associated with this account is deleted as

well.

Unison users can manage their personal address books in Unison Desktop.

As the Unison administrator, you can do the following with the personal address books: change

names of the address books, add and change notes, add and delete contacts as well as edit theirproperties. You cannot view and manage distribution lists associated with the personal address books.





An address book has the following properties and elements:

• Name of an address book the way you want it to be shown in Unison Desktop.

• Owner of an address book. On the organization level, the owner is not defined. On the

department level, the owner of an address book is a department. On the personal level, the

owner is a user.

• Administrators of an address book are the users who have administrator rights for the book.

Address book administrators can manage contact information in the address book but don’t

have the right to manage distribution lists.

On the personal level, only the owner of an address book has administrator rights in relation to

his or her address book. On the department level, only people from the department that owns

the address book can be given administrator rights.

• Contacts are people represented in address books by their contact information. You can

manage contacts in any of the address books. The exception is the main book on the

organization level, where you can only view the contact details.

• Distribution lists are mailing lists. Each distribution list has a name, an e-mail address, and the

list of members. Distribution list members are represented, first of all, by their e-mail addresses.

The e-mail address associated with the distribution list may be thought of as an alias for the e-

mail addresses of the distribution list members.

You can create and edit distribution lists at the level of the organization and departments. You

can also specify distribution list administrators, that is, Unison users who can manage

distribution lists for the organization and departments in Unison Desktop.

For distribution lists at the department level, distribution list administrators can only be selected

from the members of the corresponding department. Distribution list administrators cannot

edit the contact information in the address books.

On the personal level, distribution lists can only be created and edited in Unison Desktop by

each user individually.

Accessing the Address Books pages

To access one of the Address Books pages:


2. In the left navigation bar under Address Books, click:

• Organization to open the Organization Address Books page.

• Department to open the Department Address Books page.

• Personal to open the Personal Address Books page.

Creating an organization address book

To create a new organization address book:

1. Open the Organization Address Books page (see "Accessing the Address Books pages"

above).

2.

Click Create .The New Organization Address Book dialog box opens.





3. On the General tab, specify the name of the address book, and type an optional note.

4. On the Administrators tab, you can specify the address book administrators, that is, the users

who have the right to manage contacts in the address book. To add a user to the list of

administrators, click the Add button. In the New Administrators dialog box, select the

desired users from the various departments, and click OK. For additional instructions, see

"Assigning address book administrators" on page 92.

5. On the Contacts tab, you can manage the contacts associated with the address book. Use the

Create button to add new contacts, Edit to change existing ones, or Delete to remove

contacts from the address book. For additional instructions, see "Adding contacts to an address

book" on page 92, "Editing a contact" on page 94, and "Deleting contacts" on page 94.

6. On the Distribution Lists tab, you can manage the distribution lists associated with the

address book. Use the Create button to add new distribution lists, Edit to change existing

ones, or Delete to remove distribution lists. For additional instructions, see "Creating a

distribution list in an address book" on page 94, "Changing a name or an address for a

distribution list" on page 95, "Adding members to a distribution list" on page 96, and

"Deleting distribution lists" on page 98.


Creating a department address book

To create a new department address book:

1. Open the Department Address Books page (see "Accessing the Address Books pages" on

page 90).

2. Click Create .

The New Department Address Book wizard opens.

3. On the Department page of the wizard, select the department that will own the new address

book, and click Next.

4. On the Properties page of the wizard, specify the name of the address book and type an

optional note.

If you want to start adding information to the address book right after its creation, select the

check box Add administrators, contacts and distribution lists.

If you want to wait until later to put information in the address book, clear this check box.

5. Click Finish.

If at the previous step you decided to start adding information to the address book right away,

the Address Book Properties dialog box opens. For instructions on:

• Specifying the address book administrators, see "Assigning address book administrators"

on page 92.

• Adding contacts, see "Adding contacts to an address book" on page 92.

• Creating distribution lists, see "Creating a distribution list in an address book" on page 94.

Changing a name or a note for an address book

To change the name or the note for an address book:

1. Open the required Address Books page (see "Accessing the Address Books pages" on page 90).





2. Click the required address book, and then click Edit .

The Address Book Properties dialog box opens.

3. Make the necessary changes, and then click OK.

Assigning address book administrators

Note: You cannot assign administrators for the main organization address book and personal

address books.

To assign address book administrators:

1. Open the Organization Address Books or the Department Address Books page (see

"Accessing the Address Books pages" on page 90).



3. Click the Administrators tab.

4. Click the Add button.

The New Administrators dialog box opens.

5. In the Departments list, select the required department. (If the address book you are working

with is associated with a particular department, the Departments list contains only this

particular department. In this case, the department is selected automatically.)


6. In the Available Users list, select one or more users. Then click the button with the arrow

pointing right (>) to move the selected users to the Selected Users list. If you need to deselectusers, select the users in the Selected Users list, and then click the button with the arrow

pointing left (<).

7. If the address book is not associated with a particular department, you can also select new

administrators from other departments.

8. When you have formed the list of users to add to the list of address book administrators, click

OK in the New Administrators dialog box.

9. To remove one or more users from the list of administrators, select the user or users in the list

and click the Delete button. Confirm your intention to remove the selected users from the list

of administrators by clicking OK.

10. Click OK in the Address Book Properties dialog box to save the changes.

Adding contacts to an address book

Note: You cannot add contacts to the main organization address book. (Contacts are added

automatically when you create new user accounts.)

To add contacts to an address book:








3. Click the Contacts tab.


The New Contact dialog box opens.

5. On the General tab, you can specify:

• Full name. This is the only required setting for a contact; all the rest of the settings are

optional.

To specify the full name, click Edit to the right of the Full name box. In the Contact Full

Name dialog box, type the contact’s first, last, and middle names in the corresponding

text fields. Note that the names may contain only English letters, digits, underscores (_),

spaces, and dashes (-). You can also specify the title and suffix for the contact. To do that,

select the required items from the corresponding lists. When you have finished working

with the Contact Full Name dialog box, click OK in this dialog box.

• Display name of the contact in the Display as box. When creating a contact, the default

display name is generated automatically. (The same template is used as when generating thedefault display name in user accounts, see "About default account settings" on page 28.)

You can modify the default display name manually, by typing.

• Contact’s picture. You can manage the picture gallery associated with the contact and

select the current picture. Click the Replace button underneath the current picture. The

Picture Gallery dialog box opens. Initially, the gallery contains only one blank image.

To add a new picture to the gallery, click the Upload button. In the New Picture dialog

box, type the fully qualified path to the desired image file, or click Browse and locate the

desired image file in the file system. Then click the Upload button to upload the selected

image file onto the server, and close the New Picture dialog box.

To change the current picture, click the required image in the Picture Gallery dialog box,and then click Select.

You can also delete any image from the gallery, except for the default blank one. To do

that, select the unnecessary image in the Picture Gallery dialog box, and click Delete. To

delete all images, click the Empty the Gallery button.

• Gender. Select the gender from the Gender list.

• Birthday. To the right of Birthday, select the day, month, and year from the lists. The year

is optional.

Note: Unison users will receive birthday notifications in Unison Desktop for those contacts

in their personal address book or Unison Messenger contact list that have the birthday set.

• Job title, company, department, office number, and Web site. Enter the necessary

information in the corresponding boxes.

6. On the E-mails tab, you can specify the contact’s e-mail addresses. Type the addresses in the

corresponding boxes.

7. On the Messaging tab, you can specify the user ID for the messaging services that this contact

uses. The available messaging services are: MSN, ICQ, Google Talk, and Jabber.

8. On the Phones tab, you can specify phone and fax numbers.

9. On the Postal Address tab, you can specify the business and home addresses. Click Edit in

the corresponding area, specify the necessary information in the dialog box that opens, and

then click OK.





10. On the Notes tab, type your notes (optional).

11. Click the Create button to create the contact and close the New Contact dialog box.

12. If necessary, add more contacts.


Editing a contact

Note: You cannot edit contacts in the main organization address book. (The contact properties

change automatically when you edit the corresponding user accounts.)

To edit a contact:





4. To edit a contact, click the contact you want to edit, and then click the Edit button.

The Contact Properties dialog box opens.

5. Change the contact details as necessary, and click OK. For additional instructions, see "Adding

contacts to an address book" on page 92.


Deleting contacts

Note: You cannot delete contacts from the main organization address book. (Contacts are removedautomatically when you make the corresponding accounts inactive, or delete them.)

To remove one or more contacts from an address book:





4. Select the contact or contacts you want to delete, and click the Delete button.

5. Confirm your intention to delete the selected contacts by clicking OK.


Creating a distribution list in an address book

Note: You cannot create distribution lists in personal address books. (However, users can set up

personal distribution lists in their personal address books from Unison Desktop.)

To create a distribution list:

1. Open the Organization Address Books or Department Address Books page (see








3. Click the Distribution Lists tab.


The New Distribution List dialog box opens.

5. Type the name of the distribution list in the Name box.

6. Specify an e-mail address associated with the distribution list. To do that, type the local part of

the address in the box to the right of Address and select the required domain from the list

that follows @.

7. If you want to add the distribution list members right away, type their addresses in the area to

the right of Members.

A valid e-mail address is required for each distribution list member. You can optionally include

a display name before each address.

If the display name is specified, the e-mail address should be enclosed in angle brackets. If onlythe e-mail address is specified, angle brackets can be omitted.

For example, Mr. John Smith <[email protected]> or [email protected].

The entries in the list should be separated with a comma or typed on separate lines.

To add Unison users to the distribution list, use the Add Unison Member button. For

additional instructions, see "Adding Unison users to a distribution list" on page 96.

8. If you want to designate distribution list administrators, click the List Administrators tab. Use

the Add button to add users to the list of distribution list administrators. Use the Delete

button to remove users from the list of administrators. For additional instructions, see

"Specifying distribution list administrators" on page 97.

9. Click Create in the New Distribution List dialog box.

10. Click OK in the Address Book Properties dialog box.

Changing a name or an address for a distribution list

Note: You don’t have access to distribution lists in personal address books.

To change the name or the address for a distribution list:






4. Click the required distribution list, and then click the Edit button.

The Distribution List Properties dialog box is displayed.

5. To change the name of the distribution list, edit the information in the Name box.

6. To change the local part of the distribution list address, make the necessary changes in the box

to the right of Address.

7. To change the domain in the address, select the required domain from the list that follows @.





8. Click OK in the Distribution List Properties dialog box.


Adding members to a distribution list


To add one or more new members to a distribution list:



2. Select the required address book, and then click Edit .



4. Select the required distribution list, and then click the Edit button.


5. Add the information about the distribution list members. To do that, type in the area to the

right of Members. The entries in the list should be separated with a comma or typed on

separate lines.

For each distribution list member you can specify the display name (optional) and a valid e-mail

address (required).

If the display name is specified, the e-mail address should be enclosed in angle brackets. If only

the e-mail address is specified, angle brackets can be omitted.

Here are examples of valid distribution list entries:

Mr. John Smith <[email protected]> [email protected]

Note that when adding Unison users, it is more convenient to use the Add Unison Member

button instead, as described in "Adding Unison users to a distribution list" below.



Adding Unison users to a distribution list


To add Unison users to a distribution list:







The Distribution List Properties dialog box is displayed.5. Click the Add Unison Member button.





The New Members dialog box is displayed.

6. In the Departments list, select the required department.


7. In the Available Users list, select one or more users. Then click the button with the arrow

pointing right (>) to move the selected users to the Selected Users list. If you need to deselect

users, select the users in the Selected Users list, and then click the button with the arrow

pointing left (<).

8. If necessary, select users from other departments.

9. When you have formed the list of new distribution list members, click OK in the New

Members dialog box.



Removing distribution list members from a distribution list


To remove one or more distribution list members from a distribution list:








5. In the area to the right of Members, select the text fragment corresponding to the distribution

list member you want to remove from the list.

6. Press DELETE.

7. If necessary, delete other distribution list members.



Specifying distribution list administrators

Note: You cannot specify distribution list administrators for personal address books.

To specify distribution list administrators:




The Address Book Properties dialog box opens.3. Click the Distribution Lists tab.







5. Click the List Administrators tab.

6. To add users to the list of distribution list administrators:

• Click the Add button.

The New Administrators dialog box opens.

• In the Departments list, select the required department. (If the address book you are

working with is associated with a particular department, the Departments list contains

only this particular department. In this case, the department is selected automatically.)


• In the Available Users list, select one or more users. Then click the button with the arrow

pointing right (>) to move the selected users to the Selected Users list. If you need to

deselect users, select the users in the Selected Users list, and then click the button with

the arrow pointing left (<).

• If the address book is not associated with a particular department, you can also select new

administrators from other departments.

• When you have formed the list of new distribution list administrators, click OK in the New

Administrators dialog box.

7. To remove users from the list of distribution list administrators:

• Select the users in the list, and then click the Delete button.

• Confirm your intention to remove the selected users from the list of administrators by

clicking OK.



Deleting distribution lists


To delete one or more distribution lists:






4. Select the distribution list or lists you want to delete, and click the Delete button.

5. Confirm your intention to delete the selected distribution lists by clicking OK.

6.

Click OK in the Address Book Properties dialog box to save the changes.





Deleting address books

Note: You cannot delete the main organization address book and personal address books.

To delete an address book:

1. In the left navigation bar of the Control Panel, under Address Books, click Organization or

Department.

2. Select one or more address books.

3. On the toolbar of the Address Books page, click Delete .

4. In the dialog box that opens, click the OK button to confirm deletion.

Managing call history

Use the Call History page of Unison Control Panel to:

• View the call history records that meet various search conditions. You can specify the searchconditions based on:

• The date and time of the call. Note that Coordinated Universal Time (UTC) rather than the

local time is used on the Call History page. (UTC can be considered equivalent to

Greenwich Mean Time (GMT) when fractions of a second are not important.) So you have

to take into account the time difference between your local time and UTC (GMT) when

viewing the call history records and also when specifying search conditions in the form of

from [the beginning of the time period (UTC)] to [the end of the time period (UTC)].

• The extension or phone number of the caller.

• The caller name.

• The extension or phone number of the called person (call recipient).

• The call recipient’s name.

• The call duration.

For instructions, refer to "Viewing call history records based on search conditions" on page

100 and "Viewing all existing call history records" on page 100.

• Export the call history information currently shown on the Call History page into the Comma

Separated Values (CSV) format. For instructions, refer to "Exporting call history records to the

CSV format" on page 101.

• Specify how long the records in the call history log should be kept. By default, call history

records that are older than three months are deleted. If necessary, you can change this setting.

For instructions, refer to "Specifying how long to keep the records in the call history log" on

page 101.

Accessing the Call History page


2. In the left navigation bar under Reports, click Call History.

The Call History page is displayed. Initially, the call history records for the last 24 hours areshown.





Viewing call history records based on search conditions

1. Open the Call History page (see "Accessing the Call History page" on page 99).

2. Specify the time period for which you want to see the call history records. First select an option

from the Show calls for list. The possible options are:

• The last: If you select this option, you can specify the time period as a number of

minutes, hours or days preceding the current moment. In that case, you type the number

in the field to the right of the Show calls for list, and then select minutes, hours or

days from the list to the right of the number.

• The period: If you select this option, you can specify the beginning and the end of the

time period. In this case, you type the start date and time in the from field and the end

date and time in the to field. The date and time format you should use is YYYY-MM-

DD hh:mm:ss where either one or two digits can be used to represent a month (MM) and

the seconds (ss) are optional, for example, 2008-2-23 13:30 or 2008-02-23 13:30:00. If

the time is omitted, 00:00:00 is assumed for the from field and 23:59:59 is assumed for

the to field.

Note that you should use Coordinated Universal Time (UTC) rather than your local time

when specifying the time in the from and to boxes.

3. If you want to see only the calls that originated from a particular extension or phone number,

type that extension or phone number in the From number box.

4. If you want to look for callers whose names contain a certain series of characters, type the text

to search for (a part of the name) in the Caller name contains box.

5. If you want to see only the calls addressed to a particular extension or phone number, type

that extension or phone number in the To number box.6. If you want to look for call recipients whose names contain a certain series of characters, type

the text to search for (a part of the name) in the Recipient name contains box.

7. You can also limit the search scope to calls that were shorter or longer than a specified period

of time. To do that, select the greater than (>) or the less than (<) sign from the Duration list,

type a number in the box to the right of this list and then select seconds, minutes, or hours

from the rightmost list. For example, if you wanted to see the calls that lasted longer than one

minute, you would select >, type 1, and then select minutes. Alternatively, you could specify

the same condition in the following way: > 60 seconds.

8. Click Show.

The table is updated to contain only the records satisfying the specified search conditions.

Viewing all existing call history records


2. Select the last from the Show calls for list and specify a number of days that exceeds the

lifetime of the call history records (for example, 1000 days).

3. Make sure that the boxes to the right of From number, Caller name contains, To number,

Recipient name contains, and the Duration list are all blank.

4. Click Show.





Exporting call history records to the CSV format

1. Make sure that the records you want to export are displayed on the Call History page. If

necessary, change the search conditions and perform a new search. For instructions, refer to

"Viewing call history records based on search conditions" on page 100 and "Viewing all

existing call history records" on page 100.

2. To export the displayed records to a call history report in the CSV format, click Export to

CSV .

A dialog box appears, where you can choose to open the call history report or save it on your

local computer.

3. Select the required option and click OK.

Specifying how long to keep the records in the call history log

To limit the size of the call history log, records older than the specified period of time are deleted.

By default, this time period is set to three months. To specify a different value:


2. Click Settings .

3. In the Call History Settings dialog box, type a number in the box to the right of Delete call

records older than and select days, weeks, or months from the list. Click OK.

Note: It may take up to several minutes for the results of changing the call history settings (such as

automatic deletion of call history records) to be displayed in Control Panel.




Chapter 3: Working with Unison Desktop on Windows

Unison DesktopTM is a native Unison user application. Unison Desktop gives users e-mail, instant

messaging and presence information, corporate and personal address books, calendaring,

integration with desktop and mobile phones, and more.

Unison Desktop runs on Windows or Linux. Brief setup instructions for the Windows version areprovided in this chapter. For information on the Linux version, see "Chapter 4: Working with Unison

Desktop on Linux" on page 105.

The Unison Desktop installation program is available as an archive file (.zip). You can download this

file from the Web site of your Unison hosting provider.

Installation prerequisites

Prior to installing Unison Desktop, make sure that your computer satisfies the following

requirements:

• Processor: Intel Pentium 4 or a processor with similar or higher performance characteristics.

• RAM: 1 GB or more.

• Free disk space: 150 Mb.

• Operating system: Windows XP SP3 (only the 32-bit version), Windows Vista or Windows 7.

• Internet: Your computer must have access to the Internet; the connection speed (bandwidth)

must be 256 kilobits per second or more.

Installing Unison Desktop and setting up an account

To install Unison Desktop:

1. Double-click the Unison Desktop installation program icon2.

The program components are extracted from an archive, and then the Welcome page of the

Unison Desktop Setup Wizard is displayed.

2. Click Next on the Welcome page.

The License Agreement page is displayed.

3. Read the license agreement. If you accept the license terms, select I accept the terms in the

License Agreement, and then click Next.

The Setup Type page is displayed.

4. If you prefer to install Unison Desktop with the most common options, leave Standard

selected. This installation type will do in most cases3. Click Next.

Unison Desktop is being installed. Once the installation is complete, the Installation

Complete page is displayed.

2 Prior to installing Unison Desktop as described here, you need to decompress (or open) the distribution archive file (.zip). To

do that, normally, you just need to double-click the archive file icon. If this doesn’t work, refer to documentation that came

with the file archiver that you are using. 3 If you select Custom on the Setup Type page, you will be able to specify: 1) Location and name of the Unison Desktop

installation folder. By default, the software is installed to C:\Program Files\Unison Desktop. 2) Location of the Unison Desktop

program icons. By default, three icons are created: on the desktop, on the Quick Launch bar, and in the Start Menu\Programs folder. 3) The name of the Unison Desktop folder in the Start Menu\Programs folder. By default, the name

of this folder is Unison Desktop.





5. On the Installation Complete page, you can specify whether you want to start Unison

Desktop right away or at a later time. To do that, select or clear the Run Unison Desktop

now check box. Then click Finish.

Unison Desktop installation is now complete.

If you selected to run Unison Desktop immediately, Unison Desktop starts and the DefaultClient dialog box is displayed.

6. In the Default Client dialog box, select the options as required and then click OK. For

information on what the options mean, refer to Unison Desktop Help (see "Accessing Unison

Desktop Help" on page 104).

The Account Wizard starts.

7. On the Unison Account Setup page of the Account Wizard:

• Type the user’s e-mail address in the box next to E-mail. The e-mail address must be the

same as the one set in Control Panel for the corresponding user account. Note that you

must not use e-mail aliases in place of the e-mail address.

When you have specified the e-mail address, the domain is shown in the Unison server

box. Don’t select the Manual configuration check box and change the domain.

• Type the user’s password two times – in the Password and the Confirm password

boxes. Note that the password must be the same as the one set in Control Panel for the

corresponding user account.

• Optionally, select the Remember password check box.

• Click Next.

Unison Desktop connects to the server to verify the information that you have specified and

get the account details. Then, the Unison Account Setup Complete page of the Account

Wizard is displayed.

8. Click Finish on the Unison Account Setup Complete page.

The Logon dialog box is displayed.

9. Type the user’s logon name and the password in the User name and the Password fields

respectively. (The logon name, normally, is the same as the local part of the user’s e-mail

address.) Then click Connect.

Unison Desktop connects to the server.

Starting Unison Desktop

To start Unison Desktop, do one of the following:

• Double-click the Unison Desktop icon on the desktop.

• Click the Unison Desktop icon on the Quick Launch bar.

• Click Start, point to or click All Programs. Point to or click the Unison Desktop folder, and

then click Unison Desktop.

If you are starting Unison Desktop for the first time, refer to "Installing Unison Desktop and setting

up an account" on page 102 for instructions on how to set up an account and log on to Unison

Desktop.





Accessing Unison Desktop Help

For detailed instructions on how to use Unison Desktop, refer to Unison Desktop Help.

To access Unison Desktop Help:

• Click the question mark icon in the upper right corner of the Unison Desktop workspace.

• Alternatively, click the Unison Button in the upper left corner of the workspace, point to

Help, and then click Help Topics.




Chapter 4: Working with Unison Desktop on Linux

The Linux version of Unison Desktop can be installed on one of the following operating systems:

Ubuntu 9.10 or Fedora 10.

You can download the Unison Desktop installation program from your hosting provider’s Web site.

The following formats are available:

• An archive file (.tar.gz.sh). You can use this format to install Unison Desktop on any of the

supported operating systems. The following formats are also available:

• For Ubuntu: a .deb package.

• For Fedora: a .rpm.sh package.

The system requirements are the same as for the Windows version of Unison Desktop, see

"Installation prerequisites" on page 102.

Installing Unison Desktop on LinuxNote: The installation can be performed only on behalf of the user who has the rights of the

computer administrator (superuser).

To install Unison Desktop:

1. Download the installation package (a .deb, .rpm.sh, or .tar.gz.sh file) from your Unison hosting

provider’s Web site.

2. Open a terminal window.

3. Run the installation program. For example, if you downloaded the installation package to your

desktop:

• If you are using the .deb package, type:

dpkg -i /home/[username]/Desktop/unison-desktop-[version_ID].deb

and press ENTER.

• If you are using the .rpm.sh package:

To switch to the directory where the installation program is located, type:

cd /home/[username]/Desktop/ and press ENTER.

Then, to run the installation program, type:./unison-desktop-[version_ID].rpm.sh and press ENTER.

• If you are using the .tar.gz.sh archive:

To switch to the directory where the archive is located, type:

cd /home/[username]/Desktop/ and press ENTER.

Then, to run the installation program, type:

./unison-desktop-[version_ID].tar.gz.sh and press ENTER.

4. Read the license agreement. Use the space bar to move on to the next page of the agreement.

When asked to accept the license agreement, type yes and press ENTER.




Chapter 5: Using phones with Unison

To use phones with Unison, you need to get compatible telephones, and configure and connect

them to the network (Internet). You also need to register the phones in Control Panel and associate

them with user accounts.

General requirements

Generally, the phones used with Unison are VoIP phones. To be functional, these phones must

satisfy the following requirements:

• SIP and RTP support. The phones must support (and use) SIP and RTP 4. Alternatively, ordinary

phones may be used if connected to the network (LAN or the Internet) through hardware SIP

adapters.

The phones that support SIPS and SRTP (in addition to SIP and RTP) 5 can be used with Unison

to perform secure phone calls.

• Internet access. The phones must have access to the Internet. The phones may be connected to

the Internet directly or through your organization’s LAN.

• Phone configuration. The phones must be properly configured. The network (TCP/IP) settings

specified in the phone configuration must be appropriate for the network to which they are

connected. The SIP settings must correspond to the settings specified in Control Panel. For more

information, see "What should be specified in the configuration of a phone?" on page 108.

Note that for Cisco IP phones, auto-configuration of SIP settings is possible. (See "Auto-

configuring Cisco IP phones" on page 109.)

• Registration and settings in Control Panel. The phones must be registered in Control Panel and

associated with active user accounts. The phone settings (at least the Device ID and password)

specified for the phone in Control Panel must match the corresponding SIP settings in the

configuration of the phone. For more information, see "What should be specified in Control

Panel?" below.

What should be specified in Control Panel?

Only the phones that are registered and active in Control Panel can be used with Unison (see

"Managing phone devices" on page 59). Additionally, to be functional, each phone should be

associated with a user account that satisfies the following requirements:

• The user account must be active. You can check that on the User Accounts page.

• The phone service must be enabled for the user account. (Check Permissions for the user

account.)

• For the user to be able to receive phone calls, the account must be associated with at least one

extension or phone number. (Check the Phone tab for the user account.)

4 SIP and RTP are data exchange protocols used in Unison for phone calls. The Session Initiation Protocol (SIP) is used for

setting up phone calls; the Real-time Transport Protocol (RTP) is used for phone conversations (exchange of voice

information).

5 SIPS and SRTP are the secure versions of SIP and RTP. (The additional S in both cases stands for "secure"; SIPS is alsoreferred to as SIP/TLS.) These versions of the protocols use encryption to ensure call privacy. Typical examples of phones

supporting SIPS and SRTP are Linksys® SPA942 and Linksys® SPA962.



Chapter 5: Using phones with Unison


• The IP address of the SIP proxy server. In the configuration of the phone this setting may

be called Proxy Address, Proxy, or something similar. (Phones interact with the server

through a Unison component called SIP proxy server.) To find out what IP address you

should specify, contact your Unison hosting provider.

• The port of the SIP proxy server. In the configuration of the phone this setting may be

called Proxy Port, SIP Port, or something similar. Depending on the circumstances, you

should specify one of the following ports:

• 5060, a SIP port. This is the port that all the phones that support SIP can use. Note

that you may also need to specify UDP as SIP Transport in the configuration of certain

phones in addition to the port number (5060).

• 5061, a secure SIPS port. You can specify this port only if a phone supports SIPS, a

secure version of SIP. On the other hand, if the phone does support SIPS and you

want the phone calls in your system to be as secure as possible, you must specify this

particular port. Note that it is possible that SIPS is not at all mentioned in the

configuration of a phone (even though the phone supports SIPS). The terms such asTLS or SSL may be used in different contexts to refer to secure connections. The

configuration of the Linksys SPA942 or Linksys SPA962 phone model is a typical

example: To specify that the telephone should make (secure) SIPS connections on

port 5061, you would select TLS as SIP Transport and specify 5061 as the SIP Port.

• Additional (NAT) settings (only for Cisco IP Phone 7940, 7960 and similar phone models):

• NAT Enabled must be set to YES.

• NAT Address must be set to UNPROVISIONED.

You can find these settings in the SIP Configuration group of settings.

The rest of the settings in the phone configurations are optional.

Note that the SIP and NAT settings in certain Cisco IP phones may be configured automatically, see

"Auto-configuring Cisco IP phones" below.

Auto-configuring Cisco IP phones

The SIP and NAT settings in Cisco IP phones can be configured automatically (in the Cisco Unified IP

Phones 7900 Series, for example, in the phone models 7940 and 7960). To use this Unison feature

you have to make sure that:

• MAC addresses are specified for the corresponding phones in Control Panel. (These addresses

must match the MAC addresses in the configuration of the phones.)

• The IP address of the TFTP server is properly set in the configuration of the phones. (In the

phone configuration this setting is called TFTP Server; you can find this setting in the Network

Configuration group of settings.) To find out what IP address you should specify, contact your

Unison hosting provider.

Then, if a phone is powered up or restarted, it will automatically download the necessary SIP

settings from the server.

Note: SIP may initially be disabled in the Cisco phones. So you may need to take certain preparatory

steps to enable SIP and make it the default signaling (call control) protocol. For details, refer to

corresponding documentation or contact your Cisco phone vendor.




Chapter 6: Working with the Unison mobile synchronization service

The Unison mobile synchronization service lets wireless device users access the server to synchronize

their e-mail, calendar, and contacts. Any wireless device can be used, if it is enabled for Microsoft

Exchange ActiveSync.

Users with active Unison accounts can synchronize:

• E-mail. The following e-mail folders (and their subfolders) are synchronized: Inbox, Deleted

Items (or Trash), Junk E-mail, Call History, Chat History, and all folders created by users.

Normally, Inbox and Deleted Items are synchronized by default; to synchronize other folders,

these folders should be selected manually in an e-mail program on a mobile device.

Note that calendar messages (meeting invitations and responses) will be shown in the Inbox

folder. (In Unison Desktop, such messages are shown in the Appointments folder.)

• Contacts. A user can synchronize his or her personal address book.

• Calendar. A user can synchronize his or her personal calendar. This applies to events in the

calendar as well as meeting invitations and responses.

Not available for synchronization:

• Tasks.

• Certain email folders: Templates, Drafts, Appointments. (Note that the Appointments folder

does not synchronize, but meeting invitations and responses that normally arrive in the

Appointments folder are synchronized to the Inbox on the phone instead, so the user still

receives them.)

• Corporate Directory or other shared address books.

Supported devices and client applications

The following mobile devices can be used for data synchronization in Unison:

• Smartphones, Pocket PCs and Pocket PC phones that are running Windows Mobile® 6.0

software.

• iPhones.

• BlackBerry® Smartphones with the AstraSync™ client software installed.

Prior to configuring synchronization settings and performing synchronization, users have to make

sure that their devices can access the Internet.

Important: Before synchronizing their devices with the server, we recommend that users create a

backup copy of the e-mail, contacts and calendar currently stored on their mobile devices. If

something is accidentally lost during synchronization, the data on the device can be restored from

the backup.

Configuring synchronization settings

To be able to synchronize data with the server, the users have to configure synchronization settings

on their mobile devices:

• On a Windows Mobile device, these settings are associated with a server resource or server

source. Users add a new server resource or source in the ActiveSync application and thenconfigure the server settings.



Chapter 6: Working with the Unison mobile synchronization service


• On iPhones, the necessary settings are associated with a Microsoft Exchange account . Users

create a new Microsoft Exchange account and then specify the settings in this account.

• In the AstraSync application on a Blackberry Smartphone, the synchronization settings are

associated with the server configuration. The server configuration settings are defined when

installing and configuring the application and cannot be changed at a later time.

The following settings may need to be specified in a synchronization application on a mobile device:

• E-mail address (or Email). A user’s e-mail address. Among other things, the e-mail address may

be used for automatically determining the server address. (The corresponding feature in a

synchronization application, if available, may be referred to as server autodiscovery or server

autodetection.) Note that e-mail aliases must not be used in place of the e-mail address.

• Server address (or Server). The domain in the user’s e-mail address (the part that follows the at

sign (@)). For example, a user with the e-mail address [email protected] would specify

example.com.

The server address may be determined by the synchronization application automatically. In this

case, the user will not need to specify this setting.

• User name (or Username). The user’s logon name in Unison, the same as for Unison Desktop.

(Normally, the logon name corresponds to the local part of the user’s e-mail address. This is the

part of the address that precedes the at sign (@). For example, a user with the e-mail address

[email protected] would specify jsmith.)

• Password. The user’s password, the same as for Unison Desktop.

• Domain. The domain in the user’s e-mail address, the same as for the server address. (For

example, a user with the e-mail address [email protected] would specify example.com.)

Additionally:• SSL. The use of SSL is strongly recommended to secure the data exchange between the mobile

device and the server. The corresponding option in the application settings should be selected.

• Tasks. If the application suggests synchronizing tasks, this option must not be selected.

• Schedule. The synchronization schedule is configured the way the user thinks is appropriate.

After the synchronization settings are appropriately configured, the mobile device is ready for data

synchronization.




Chapter 7: Using Unison Web access

Unison WebTM lets Unison users access e-mail and address books in a Web browser.

To be able to use Unison Web, users must use a computer that has access to the Internet.

Recommended Web browsers

We recommend using one of the following Web browsers for working with Unison Web:

• Microsoft Internet Explorer 6 or later

• Mozilla Firefox 3.0 or later

• Google Chrome 2.0

• Safari 4.0

Logging on to Unison Web

To log on to Unison Web:

1. Start a Web browser.

2. In the Address bar, type the URL of Unison Web and press ENTER. To find out what URL you

should use, contact your Unison hosting provider.

The logon page is displayed.

3. In the E-mail box, type your e-mail address. Note that mailbox aliases cannot be used.

4. In the Password box, type your password. (This is the same password as for Unison Desktop.)

5. If necessary, select the Remember me check box. (For explanation of this option, refer to

Unison Web Help.)

6. Click Log On.

Accessing Unison Web Help

For detailed instructions on how to use Unison Web, refer to Unison Web Help.

To access Help:

1. Log on to Unison Web (see "Logging on to Unison Web" above).

2. Click Help in the upper right part of the workspace.

Logging off from Unison Web

To log off from Unison Web:

1. Click Log Off in the top right corner of the workspace.

2. If necessary, close the Web browser.




Chapter 8: Working with Unison Call Manager

Unison Call Manager is a Windows desktop application for hunt group administrators. Using this

application, Unison users designated as the hunt group administrators can log on to the server to

monitor and manage the calls coming in to the hunt groups.

The Unison Call Manager installation program can be downloaded from your Unison hostingprovider’s Web site.

Normally, Unison Call Manager is installed on the same computer as Unison Desktop (for system

requirements, see "Installation prerequisites" on page 102). Installation of Unison Call Manager

requires 30 Mb of additional free disk space.

Installing and logging on to Unison Call Manager

To install and then log on to Unison Call Manager:

1. Double-click the Unison Call Manager installation program icon.

The Welcome page of the Unison Call Manager Setup Wizard is displayed.

2. Click Next on the Welcome page.

The License Agreement page is displayed.

3. Read the license agreement. If you accept the license terms, select I accept the terms in the

License Agreement, and then click Next.

The Setup Type page is displayed.

4. If you prefer to install Unison Call Manager with the most common options, leave Standard

selected. This installation type will do in most cases6. Click Next.

Unison Call Manager is being installed. Once the installation is complete, the Installation

Complete page is displayed.

5. On the Installation Complete page you can specify whether you want to start Unison Call

Manager right away or at a later time. To do that, select or clear the Run Unison Call

Manager now check box. Then click Finish.

Installation of Unison Call Manager at this step is complete.

If you selected to run Unison Call Manager immediately, the application starts, and the Login

window is displayed.

6. In the Login window:

• Type the user’s e-mail address in the User name field. Note that you must not use e-mail

aliases in this field.

• Type the user’s password in the Password field.

• You can also select the Remember password and Log on automatically options. For

information on what these options mean, refer to Unison Call Manager Help (see

"Accessing Unison Call Manager Help" on page 114).

6 If you select Custom on the Setup Type page, you will be able to specify: 1) Location and name of the Unison Call

Manager installation folder. By default, the software is installed to C:\Program Files\Unison Call Manager . 2) Location of the

Unison Call Manager program icons. By default, three icons are created: on the desktop, on the Quick Launch bar, and inthe Start Menu\Programs folder. 3) The name of the Unison Call Manager folder in the Start Menu\Programs folder. By

default, the name of this folder is Unison Call Manager .




Glossary

In this section the terms and abbreviations used in this Guide are explained. The information is

ordered alphabetically.

CalDAV

CalDAV is a protocol for exchanging calendar information via HTTP.The CalDAV specification is described in RFC 4791.

Call origination provider

A call origination provider (origination provider or incoming call provider) is a telephone company,

the provider for incoming telephone calls.

Call termination provider

A call termination provider (termination provider or outgoing call provider) is a telephone company,

the provider for outgoing telephone calls.

Caller ID

The caller ID is the phone number or extension used to initiate a call. For incoming calls, it is thenumber that the call is coming from. For outgoing calls, it is one of your organization’s phone

numbers that is shown to the call recipient as the caller ID.

Extension

An extension is a phone number in a company’s internal telephone system.

Hold

A call may be placed on hold, in which case the connection is not terminated but no verbal

communication is possible until the call is removed from hold. Music on hold may be played for the

caller while the call is on hold.

HTTP

HTTP, the Hypertext Transfer Protocol, is a protocol for transferring files (text, graphic images,

sound, video, and other multimedia files) on the Internet.

Hunt group

A hunt group is a group of people in an organization (known as agents) who can answer the same

call. The hunt group also includes a set of rules determining automatic delivery of calls to a

particular member of that group.

ICQ

ICQ is an instant messaging client and server developed by the Israeli company Mirabilis. Historically,

ICQ was one of the first Internet-wide instant messaging services.

IMAP IMAP, the Internet Message Access Protocol, is one of the most popular e-mail retrieval protocols

allowing a local client to access e-mail on a remote server.

The current version of IMAP (version 4) is defined in RFC 3501.

Incoming call provider

See Call origination provider.

IP address

IP address, an Internet Protocol address, is a unique address of a device (a computer, router, phone,

or other device) on an Internet Protocol-based network (such as 208.77.188.166).

Some IP addresses are intended to be unique within the scope of the global Internet, while others

need to be unique only within the scope of an enterprise.

IP addresses have two parts. The first part identifies a network, while the second – a device on that network.



Glossary


IVR

IVR, interactive voice response, is a phone technology that allows a computer program to detect

voice and touch tones using a normal phone call.

The IVR system can respond with pre-recorded or dynamically generated audio to further direct

callers on how to proceed. IVR systems can be used to control almost any function where the

interface can be broken down into a series of simple menu choices.

LAN

A local area network (LAN) is a network of computers, phones, printers and other devices

connected to each other and capable of communicating with each other. The computer network in

your organization is a typical example of LAN.

LDAP

LDAP, the Lightweight Directory Access Protocol, is an application protocol for querying and

modifying directory services running over TCP/IP.

A directory service, in its turn, is a software application (or a set of applications) that stores and

organizes information about a computer network’s users and network resources.

Directory services act as an abstraction layer between users and shared resources.

The current version of LDAP (version 3) is specified in the following RFCs: RFC 4510 – RFC 4519.

MAC address

MAC address, a Media Access Control address, is a quasi-unique identifier (a 48-bit or 64-bit

number) acting like a name for a particular network adapter, that is, the network adapter of a

device connected to a network (such as Ethernet).

Unlike IP addresses, MAC addresses are not divided into "host" and "network" portions.

An example of a MAC address (in one of the possible notations) is 001b:53b8:d37f.

MSN

MSN, the Microsoft Network, is a collection of Internet services provided by Microsoft. Those

services include instant messaging offered to users of MSN Messenger, a freeware instant

messaging client developed by Microsoft, which is now called Windows Live Messenger (WLM) as

part of the Windows Live service. All references to MSN in Unison and in this document refer to

Windows Live Messenger.

Music on hold

Music on hold refers to the business practice of playing pre-recorded music to fill the silence that

would be heard by telephone callers that have been placed on hold.

NAT

NAT, the Network Address Translation, is an Internet standard that enables a local-area network

(LAN) to use one set of IP addresses for internal traffic and a second set of addresses for externaltraffic.

A ‘NAT box’ (which may also be called a NAT, the Network Address Translator) makes all necessary

IP address translations. It is located where the LAN meets the Internet.

Origination provider

See Call origination provider.

Outgoing call provider

See Call termination provider.

Port

In TCP and UDP, a port is a special number present in the header of a data packet. Ports are used to

map data to a particular process (data addressee) running on a computer.



Glossary


Proxy

A proxy or a proxy server is a server which services the requests of its clients by forwarding requests

to other servers.

PSTN

A PSTN, Public Switched Telephone Network, is an international telephone system based on copper

wires carrying analog voice data.

The telephone service carried by the PSTN is often called ‘plain old telephone service’ (POTS).

RFC

RFCs, Request for Comments, are a series of formalized memoranda addressing Internet standards.

RTP

RTP, the Real-time Transport Protocol, defines a standardized packet format for delivering audio and

video over the Internet.

RTP is described in RFC 3550.

SIP

SIP, the Session Initiation Protocol, is a signaling protocol for creating, modifying, and terminatingtwo-party, multiparty, or multicast sessions that can include Internet telephone calls, multimedia

distribution, and multimedia conferences.

SIP is described in RFC 3261.

SMTP

SMTP, the Simple Mail Transfer Protocol, is the de facto standard for e-mail transmissions across the

Internet.

Initially, SMTP was defined in RFC 821 (STD 10). The protocol used today (which is also known as

ESMTP (Extended SMTP or Enhanced SMTP)) is defined in RFC 2821.

SRTP

SRTP, the Secure Real-time Transport Protocol, is a secure version of RTP.

SRTP is described in RFC 3711.

SSL

See TLS.

TCP

TCP, the Transmission Control Protocol, is a transportation protocol and one of the core protocols

of the Internet protocol suite.

TCP provides reliable, in-order delivery of a stream of bytes, making it suitable for applications like

file transfer and e-mail.

Termination provider See Call termination provider.

TFTP

TFTP, the Trivial File Transfer Protocol, is a very simple file transfer protocol.

TFTP is described in RFC 1350.

TLS

TLS, the Transport Layer Security, and its predecessor, SSL, the Secure Sockets Layer, are

cryptographic protocols that provide secure communications on the Internet for such things as web

browsing, e-mail, instant messaging and other data transfers.



Glossary


UDP

UDP, the User Datagram Protocol, is one of the core protocols of the Internet protocol suite.

UDP does not guarantee reliability or ordering in the way that TCP does. Datagrams (short messages

exchanged by computers) may arrive out of order, appear duplicated, or go missing without notice.

VoIP

VoIP, Voice over Internet Protocol, is a category of hardware and software that enables people to

use the Internet as the transmission medium for telephone calls by sending voice data in packets

using IP rather than by traditional circuit transmissions of the PSTN.

The major data exchange protocols related to VoIP are SIP and RTP.

XMPP

XMPP, the Extensible Messaging and Presence Protocol, is an open, XML-inspired protocol for near-

real-time, extensible instant messaging and exchange of presence information.

XMPP is described in RFCs 3920 – 3923.




Appendix A: The ports used by Unison user applications and devices

The following table lists the ports and protocols that Unison user applications (such as Unison

Desktop, Unison Call Manager and so on) and devices (VoIP phones) use to exchange data with the

server.

This information may be useful for configuring firewalls on users’ computers or in yourorganization’s LAN as well as for performing other, similar tasks.

Port Protocol

Unison Desktop

TCP 993 IMAP TLS

TCP 636 LDAP TLS

TCP 465 SMTP TLS

TCP 4190 Sieve TLS

TCP 5223 XMPP TLS

TCP 8443 CalDAV TLS

TCP 443 HTTP TLS

VoIP phones

UDP 5060, TCP 5061* SIP, SIP TLS

UDP 35000-65000** RTP, SRTP

UDP 69*** TFTP

Mobile devices

TCP 443 HTTP TLS, Microsoft Exchange ActiveSync TLS

Unison Web

TCP 443 HTTP TLS

Unison Call Manager

TCP 636 LDAP TLS

TCP 5223 XMPP TLS

TCP 443 HTTP TLS

Unison Control Panel

TCP 65443 HTTP TLS

* Generally, each particular phone will use only one of the listed ports. For more information, see

the discussion of the SIP proxy server ports in "What should be specified in the configuration of a

phone?" on page 108.

** The ports in the specified range are assigned dynamically.

*** This port is used only by certain Cisco phones (for downloading SIP configuration settings from

the server). For more information, see "Auto-configuring Cisco IP phones" on page 109.




Appendix B: Managing external phone calls and dial plans

If your organization is not subscribed to the managed phone service (as part of the Hosted Unison

service), you can manage external phone calls and dial plans yourself. Note, however, that the

corresponding Unison features are available as a hosting beta without any technical support from

your Hosted Unison service provider.Managing external phone calls includes:

• Buying a call origination service and external phone numbers from a corresponding service

provider. You should register the provider information and the phone numbers in Control Panel

and assign the registered phone numbers to people in your organization (Unison user accounts)

and voice menus. For more information, see "Managing incoming call providers and outgoing

call providers" below and "Managing phone numbers: additional features" on page 129.

• Buying a call termination service from a service provider (this may be the same telco as for the

call origination service) and registering the provider information in Control Panel. For more

information, see "Managing incoming call providers and outgoing call providers" below.

Dial plans give you the additional ability to apply transformations to dialed numbers. For more

information, see "Managing dial plans" on page 128.

Managing incoming call providers and outgoing call providers

Use the Incoming Call Providers or Outgoing Call Providers page of Unison Control Panel to

manage the information related to call origination and termination providers (providers of the

incoming and outgoing calls).

Call providers basics

Calls inside your organization (from extension to extension) are supported solely by Unison.

Exchange of phone calls between the Unison telephone network and public telephone networks

(for example, national or international) requires participation of external companies, telephone

service providers.

Telephone service providers render two types of services, call origination and call termination

services.

Call origination refers to routing phone calls that originated in external telephone networks (in

relation to your organization) to a specified location. This location, normally, is identified by an IP

address and port. In Unison Control Panel, call origination providers are called incoming callproviders.

Call origination service is normally associated with a set of external phone numbers that are leased

or sold to an organization. Acting as identifiers of communication endpoints in a public telephone

network, these phone numbers make Unison phone users accessible for phone calls that come from

"external" networks. The incoming calls provision service involves collecting the calls directed to

phone numbers allocated to an organization and routing these phone calls to the specified IP

address and port.

Important: To be able to route calls to the Unison telephone network, the incoming call provider

should know the corresponding IP address and port. Contact your Unison hosting provider to find

out which IP address and port your incoming call provider should use.





Call termination refers to collecting calls, which originate in your organization’s telephone network,

at a location known as a gateway , and routing those calls to the communication endpoints (phones

and other) in the external public networks. The gateway where the calls are collected is identified by

an IP address and port. In Unison Control Panel, call termination providers are called outgoing call

providers.

Your organization may have a number of incoming and outgoing call providers, or a single

telecommunication company may act as both the incoming call and outgoing call provider.

Important: To be able to interact with the Unison telephone system, the providers must support

SIP7 and IP-based authentication8. Providers that do not meet these requirements cannot be used

with Unison.

An incoming call provider in Unison is described using the following properties:

• Name: A text identifying the provider in the system.

• IP: The IP address of the incoming call provider’s gateway (calls to the Unison telephone system

must come from this IP address). For information on what this setting should be, contact your

incoming call provider.

• Phone number prefix: A prefix is a fixed sequence of digits that an incoming call provider may

add in front of the "actual" phone numbers when passing calls to your telephone system. A

prefix may contain one or more digits. Note that the phone number prefix for an incoming call

provider is optional.

To find out if you have to specify a prefix and which prefix, contact your incoming call provider.

Note that in the case of the outgoing call providers, the phone number prefixes are used for a

different purpose.

• Note: An optional textual note.

• Translation rules: Optional rules for translating phone numbers from the way they are used in

the incoming call provider’s telephone network into phone numbers the way they are

registered in Unison9. (For example, you may want to use the translation rules for removing the

phone number prefix.) You can specify different sets of rules for caller IDs and call destination

phone numbers. For more information, see "About number translation rules" on page 122.

• Contact person: Details such as the name, phone number, instant messenger ID, e-mail

address, and postal address of the provider’s contact person.

• State (active or inactive): An incoming call provider may be made temporarily inactive and then

reactivated. The active/inactive state in relation to call providers has the same meaning as for


An outgoing call provider has the following properties:

• Name: A text identifying the provider in the system.

• IP: The IP address of the outgoing call provider’s gateway (the Unison telephone system routes

outgoing phone calls to the gateway using this IP address and the specified port). For

information on what this setting should be, contact your outgoing call provider.

7 The corresponding service offered by Internet telephony service providers is called a SIP trunk. 8 IP-based authentication assumes that calls are authenticated based only on the IP address they come from. Calls coming

from certain IP addresses are all accepted; all other calls are rejected.

9 Different providers may have different requirements in relation to the structure and length of phone numbers used in theirsystems. The number translation rules are intended for adjusting the phone number systems used by different providers to

that used in Unison, if necessary.





• Port: The port on the outgoing call provider’s gateway. For information on what this setting

should be, contact your service provider.


• Phone number prefixes associated with the provider, which affect selection of the provider as a

candidate for call routing. The term prefix is used to refer to one or more digits in thebeginning of the call destination phone number. For each provider (except for the default

provider), you can specify as many prefixes as you need. For more information, see "About

selecting outgoing call providers" on page 125.

• Priority: A positive integer number describing the provider selection priority. The lower the

number, the higher the probability that the provider will be selected. For more information, see

"About selecting outgoing call providers" on page 125.

Specify the priority as you think is appropriate.

• Channels: The maximum number of simultaneous telephone connections supported by the

provider. The value of this parameter may affect selection of the provider in cases when a callmay be routed to more than one provider (see "About selecting outgoing call providers" on

page 125).

For information on what this setting should be, contact your outgoing call provider.

• Do not try other providers after this one. An option that may affect selection of providers in

cases when a call may be routed to more than one provider. If selected, this option tells the

system not to include "less suitable" providers in the list of candidate outgoing call providers.

For more information, see "About selecting outgoing call providers" on page 125.

• Translation rules: Optional rules for translating phone numbers from the way they are used in

the Unison telephone network into numbers that, along with the call, are passed to theoutgoing call provider. (Providers may have various requirements for the format in which they

prefer to receive the numbers.)

You can specify different sets of rules for caller IDs and call destination phone numbers. For

more information, see "About number translation rules" below.

• Contact person: Details such as the name, phone number, instant messenger ID, e-mail

address, and postal address of the provider’s contact person.

• Default provider: One of the outgoing call providers may be designated as the default provider.

The default provider is included in the list of candidate outgoing call providers for any outgoing

phone call. You cannot specify phone number prefixes for the default provider. For moreinformation, see "About selecting outgoing call providers" on page 125.

• State (active or inactive): An outgoing call provider may be made temporarily inactive and then

reactivated. The active/inactive state in relation to call providers has the same meaning as for


About number translation rules

Using number translation rules, you can transform phone numbers in various situations.

Number translation rules in Unison may be associated with the following objects (see see Figure 5

on page 123):





Phone device

Unison telephone network

Call Router

Dial plan

Outgoing callprovider

Incoming callprovider

Number translation rulesNumber

translation rules

Figure 5: A diagram showing when and where in the Unison telephone network phone numbers may be transformed

• Devices, also referred to as phone devices or office phones. Number translation rules associated

with devices are called dial plans (see "Dial plan basics" on page 128). The rules contained in

the dial plans are applied right after the number is dialed on an office phone.

If the system finds an appropriate rule or rules, the dialed number is transformed accordingly. If

the rule matching the dialed number is not found, the number remains unchanged. The system

will then route the call based on the resulting (changed or unchanged) number.

If the resulting number matches one of the extensions or phone numbers registered in Unison

(so it is associated with a Unison user or voice menu), the call won’t leave the Unison

telephone network and will be delivered according to an appropriate call forwarding rule.

Otherwise, the call will be passed to one or more outgoing call providers for delivery (see

"About selecting outgoing call providers" on page 125).

• Outgoing call providers. The number translation rules associated with outgoing call providers

may be applied to destination phone numbers and caller IDs. The numbers are transformed

prior to passing a call to a provider. The number translation rules are provider-specific. By the

time the provider-specific number translation rules are used (if any), the dialed number may

have been transformed according to one of the dial plans. Note that the destination phone

numbers are compared with the outgoing provider prefixes (when selecting providers) before

applying provider-specific number transformation rules.

• Incoming call providers. The number translation rules associated with incoming call providers

may be applied to destination phone numbers and caller IDs. These rules are used when a call

comes to the Unison telephone network from the network of the incoming call provider. The

rules are provider-specific.





After the rules have been applied, the resulting destination phone number is compared with

the phone numbers registered in Unison, to find out where the call should be routed to (which

Unison user or voice menu entry point should get the call). Then the call is delivered according

to an appropriate call forwarding rule.

If the set of number translation rules contains more than one rule, the order of rules is important.

For an "original" number (for example, the dialed number in the case of a dial plan), the system

looks for the translation rule that matches the number. The rules are tried one by one starting from

the first rule. If the appropriate rule is found, the dialed number is transformed accordingly.

This, however, is not the end of the process. If there are more rules after the one that "worked,"

the system continues analyzing the rules, now trying to find the rule matching the transformed

number. The process continues until the last of the rules is reached.

The number translation rules in Control Panel are written in the Perl dialect of the regular

expressions language.

The rules that you may need to specify, will, normally, just add a sequence of numbers in front of

the number, remove the starting digits, or replace them with different digits.

This is a typical example of a number translation rule:

s/^9(\d{10})$/0117$1/

This rule is equivalent to the following directive: in all numbers starting with 9 and followed by 10

digits, replace the leading 9 with 0117.

Here are some considerations related to this rule:

• The rule has the following structure: s/[expression]/[substitution]/ .

s means "substitute". The slashes (/) are delimiters that separate parts of the rule.

• [expression] is a pattern defining the numbers that should be found.

^ and $ mean the beginning and the end of the line respectively.

\d means a digit; \d{10} means 10 digits.

The parentheses () enclose a so-called marked subexpression. The numbers matched within

the parentheses can be recalled later (for example, within [substitution]).

• [substitution] is a pattern defining the numbers that should replace the found sequence

of numbers.

$1 is a variable referencing the first of the marked subexpressions.

The same rule may be expressed in a different way, for example, like this:

s/^9(\d{5})(\d{5})$/0117$1$2/

In this example, two marked subexpressions are used within [expression] and there are two

variables in [substitution] ($1 and $2) referencing these two subexpressions.

Here is one more example:

s/^9(\d{2,7})$/0117812$1/

This rule means: in all numbers where 9 is followed by a group of digits, from 2 to 7 digits long,

replace the leading 9 with the sequence 0117812, preserving the rest of the number.

For more, refer to external sources of information, for example, http://en.wikipedia.org/wiki

/Regular_expressions. Note, however, that the Perl version of regular expressions is used for

specifying the number translation rules.





About selecting outgoing call providers

Unison Server uses the following process when passing calls to outgoing call providers.

For each call that has to leave the Unison telephone network, the system, first, generates an

ordered list of candidate outgoing call providers. Candidates are selected and ordered according to

the following factors:

• Phone number prefixes. The phone number prefixes associated with outgoing call providers are

compared with the starting digits in the destination phone number. If a match is found, the

corresponding provider is selected as a candidate. The longer the prefix matching the number,

the better the match is, and the corresponding provider appears closer to the top of the list of

candidates.

Note that providers without phone number prefixes specified are never included in the list of

candidates.

If the number matches the prefixes of the same length belonging to two or more providers,

such providers are ordered according to their priority and number of available channels.

• Priority. The lower the value of the priority setting, the higher the corresponding provider will

appear in the list of candidates. If two or more providers have the same prefix length and

priority, the number of available channels is compared.

• Available channels. For each outgoing provider, the maximum number of supported channels

(simultaneous telephone connections) is specified in Control Panel. The number of available

channels is calculated as the difference between the maximum number of channels and the

current number of busy channels. Providers that have more available channels appear closer to

the top of the list of candidates. Providers that do not have available channels are not included

in the list of candidates.

Providers with the same prefix length, priority and number of available channels are grouped, and

appear as a single record in the list of candidates.

The list of candidates is formed from the top. For each provider included in the list, the system

checks the do not try other providers after this one option. As soon as a provider with this option

set is included in the list, the system adds the default provider (if specified) to the end of the list and

stops forming the list of candidates. (The default provider is added to the end of the list for any

outgoing phone call.)

When the list of candidates has been formed, the system tries to pass the call to the providers in

turn, starting from the beginning of the list. If the record in the list corresponds to a group of

providers, the call is passed to all such providers simultaneously. If within a certain period of time

the call does not reach its destination, the next provider (or a group of providers) is tried. Providersare tried until the call is successfully delivered or the list of candidates is exhausted.

Note: The provider-specific number translation rules are applied after forming the list of candidates,

but before actually passing the call to the provider.

Accessing the Incoming Call Providers and Outgoing Call Providers pages

To access the Incoming Call Providers or the Outgoing Call Providers page:


2. In the left navigation bar, under Phone:

• To access the Incoming Call Providers page, click Incoming Call Providers.

• To access the Outgoing Call Providers page, click Outgoing Call Providers.





Creating providers for incoming and outgoing calls

To create a provider means to register the provider in Control Panel and specify the associated

settings.

To create a new incoming call provider or outgoing call provider:

1. Open the Incoming Call Providers or the Outgoing Call Providers page (see "Accessing theIncoming Call Providers and Outgoing Call Providers pages" on page 125).

2. Click Create .

The New Incoming Call Provider or the New Outgoing Call Provider dialog box is

displayed.

3. On the General tab, specify the name and IP address that identify the provider. For an

incoming call provider, if necessary, specify the phone number prefix. (Contact your incoming

call provider to find out if you have to specify this prefix.) For an outgoing call provider, specify

the port. Optionally, type a textual comment.

4. For an outgoing call provider, click the Selection and Priority tab and specify the settings that

will affect selection of the provider for routing outgoing calls. For information on what these

settings mean, refer to "About selecting outgoing call providers" on page 125. (To separate

the phone number prefixes, use spaces or line breaks.)

5. On the Translation Rules tab, you can specify number translation rules for call destination

phone numbers and caller IDs, see "About number translation rules" on page 122.

Regular expressions representing the translation rules are separated with spaces or line breaks.

6. On the Contact Person tab, specify details of the contact person in the telephone company.

7. Click the Add button.

Editing the properties of incoming and outgoing call providers

To edit the properties of an existing provider of incoming or outgoing calls:

1. Open the Incoming Call Providers or the Outgoing Call Providers page (see "Accessing the

Incoming Call Providers and Outgoing Call Providers pages" on page 125).

2. In the table of providers, click the row corresponding to the provider whose properties you

want to edit.

3. Click Edit .

The Incoming Call Provider Properties or the Outgoing Call Provider Properties dialogbox is displayed.

4. Change the provider properties as required, and then click OK.

Making an outgoing call provider the default one

Note: When you make a provider the default one, all prefixes associated with this provider are

deleted.

To make an outgoing call provider the default one:

1. Open the Outgoing Call Providers page (see "Accessing the Incoming Call Providers and

Outgoing Call Providers pages" on page 125).

2. In the table of providers, click the desired outgoing call provider.





3. Click Default .

A star icon appears to the left of the provider’s name to show that this provider is the

default one.

Note: Depending on what type of provider (ordinary or default) is currently selected in the table,

clicking Default will:

• Turn an ordinary provider into the default one. If another provider was previously the default

one, that provider will become an ordinary one.

• Make the default provider an ordinary one.

Deleting incoming and outgoing call providers

To delete one or more incoming or outgoing call providers:

1. Open the Incoming CallProviders or the Outgoing Call Providers page (see "Accessing the

Incoming Call Providers and Outgoing Call Providers pages" on page 125).

2. In the table of providers, select one or more providers.

3. Click Delete .

4. The following actions are different for incoming and outgoing call providers.

If an incoming call provider has associated phone numbers, specify what should be done with

these phone numbers. In the Delete Providers dialog box, select one of the following options.

Delete: The selected provider is deleted, together with the associated phone numbers.

Reassign to provider: The selected provider is deleted, and the associated phone numbers

are reassigned to a different incoming call provider that is selected in the list.

Keep and assign a provider later: The selected provider is deleted, but the associated phone

numbers are preserved. You can assign new incoming call providers for these phone numbers

later, as described in "Editing a phone number" on page 54 and "Editing ranges of phone

numbers" on page 54.

For outgoing call providers, or for incoming call providers that do not have any associated

phone numbers, just click OK to confirm deletion.

Deactivating incoming and outgoing call providers

To deactivate one or more incoming or outgoing call providers:

1. Open the Incoming Call Providers or the Outgoing Call Providers page (see "Accessing theIncoming Call Providers and Outgoing Call Providers pages" on page 125).

2. In the table of providers, select one or more origination or termination providers.


4. In the dialog box that opens, click OK to confirm your intention to deactivate the selected

providers.

Activating incoming and outgoing call providers

To activate one or more inactive incoming or outgoing call providers:

1. Open the Incoming Call Providers or the Outgoing Call Providers page (see " Accessing

the Incoming Call Providers and Outgoing Call Providers pages" on page 125).





2. In the table of providers, select one or more inactive providers.

3. Click Activate .

Managing dial plans

Use the Dial Plans page of Unison Control Panel to manage dial plans for phone devices (office

phones) registered in Unison.

Dial plan basics

In Unison, a dial plan is an ordered set of number translation rules that may be associated with one

or more phone devices (see "Device basics" on page 60.)

The number translation rules present in dial plans are applied to numbers dialed on Unison users’

office phones. As a result, the original (dialed) number may change or remain unchanged. Calls are

routed basing on the resulting numbers (changed or unchanged). For information on how the

number translation rules work and how they are composed, see "About number translation rules"on page 122.

Dial plans in Unison have the following properties:

• Name: A text identifying the dial plan in the system.

• Rules: An ordered set of number translation rules in the form of regular expressions. Individual

rules are separated with a blank space or typed on separate lines.

In principle, a dial plan may contain no number translation rules.


One of the dial plans may be defined as the default dial plan. The following rules apply to the

devices that are associated with the default dial plan:

• If you make a different dial plan the default dial plan, the devices become associated with the

new default dial plan.

• If you make the default dial plan an ordinary one and don’t make any other dial plan the

default dial plan, the devices become not associated with any of the dial plans.

Devices that are not associated with any of the dial plans (this may be the case only if the default

dial plan is not defined) become associated with the default dial plan as soon as you make one of

the dial plans the default one.

Accessing the Dial Plans page

To access the Dial Plans page:


2. In the left navigation bar under Phone, click Dial Plans.

Creating a new dial plan

To create a new dial plan:

1. Open the Dial Plans page (see "Accessing the Dial Plans page" above).

2. Click Create .





The New Dial Plan dialog box opens.

3. In the Name box, type the name of the new dial plan.

4. To the right of Rules, type the necessary number translation rules. Type each rule on a new

line. Alternatively, you can use one or more blank spaces to separate individual rules.

5. If necessary, type a note to the right of Note.

6. Click Create.

Editing a dial plan

To change the properties of an existing dial plan:

1. Open the Dial Plans page (see "Accessing the Dial Plans page" on page 128).

2. Select the required dial plan in the table, and then click Edit .

The Dial Plan Properties dialog box opens.

3. Make the necessary changes and then click OK.

Making a dial plan the default one

To make a dial plan the default one:

1. Open the Dial Plans page (see "Accessing the Dial Plans page" on page 128).

2. In the table of dial plans, select the dial plan that you want to make the default dial plan.

3. Click Default .

A star icon appears to the left of the dial plan name to show that this dial plan is the

default one.

Note: Depending on what type of dial plan (ordinary or default) is currently selected in the table,

clicking Default will:

• Turn an ordinary dial plan into the default one. If another dial plan was previously the default,

that dial plan will become an ordinary one.

• Make the default dial plan an ordinary one.

Deleting dial plans

To delete one or more dial plans:1. Open the Dial Plans page (see "Accessing the Dial Plans page" on page 128).

2. Select one or more dial plans in the table, and then click Delete .

3. In the message box that opens, click OK to confirm your intention to delete the dial plan or

plans.

Managing phone numbers: additional features

If your organization is not subscribed to the managed phone service (as part of the Hosted Unison

service), you can manage phone numbers and their properties yourself, without the participation of

your Hosted Unison service provider (see "Phone number basics" on page 51). In addition to usingthe features discussed in "Managing phone numbers" on page 51, you can also:





• Create phone numbers (see "Creating phone numbers" below).

• Delete phone numbers (see "Deleting phone numbers" below or "Deleting a range of phone

numbers" below).

Creating phone numbers

To create phone numbers means to register phone numbers used by your organization (that is, to

create corresponding records in Unison).

To create a phone number or a range of phone numbers:


2. On the toolbar of the Phone Numbers page, click Create .

The New Phone Numbers dialog box opens.

3. In the Create section of the dialog box, click one of the options: Range of numbers or Single

number.

4. For a range of numbers, enter the starting and the ending numbers in the text fields. For a

single number, enter the phone number in the text field.

5. Select the incoming call provider from the Incoming call provider list.

6. If necessary, specify the circuit ID.

7. Select the state of the phone number or the phone numbers from the State list.

8. If necessary, select the department from the Department list.

9. If necessary, specify the owner. To do that, click Select and choose the owner in the Select

Owner dialog box.

10. Type a comment (optional).


Deleting phone numbers

To delete one or more phone numbers:


2. Select one or more phone numbers in the list.

3.

On the toolbar of the Phone Numbers page, click Delete .4. In the dialog box that opens, click OK to confirm deletion.

Deleting a range of phone numbers

To delete a range of phone numbers:

1. Open the Phone Numbers page (see "Accessing the Phone Numbers page" on page 54).

2. On the toolbar of the Phone Numbers page, click Delete Range .

3. In the Multiple Phone Number Deletion dialog box, specify the starting and ending numbers

of the range and click Delete.

4. In the confirmation dialog box, click OK to confirm deletion.




Appendix C: Copyright information

Unison™, Copyright © 2010 Unison Technologies, Inc. All rights reserved.

Portions of code in the package ImageMagick are protected by the following copyright:

Copyright © 1999-2007 ImageMagick Studio LLC, a non-profit organization dedicated to making

software imaging solutions freely available.

Portions of code in the package Twisted are protected by the following copyright:

Copyright © 2001-2006 Allen Short, Andrew Bennetts, Apple Computer, Inc., Benjamin Bruheim,

Bob Ippolito, Canonical Limited, Christopher Armstrong, David Reid, Donovan Preston, Eric

Mangold, Itamar Shtull-Trauring, James Knight, Jason A. Mobarak, Jonathan Lange, Jonathan D.

Simms, Jp Calderone, Jürgen Hermann, Kevin Turner, Mary Gardiner, Matthew Lefkowitz,

Massachusetts Institute of Technology, Moshe Zadka, Paul Swartz, Pavel Pergamenshchik, Ralph

Meijer, Sean Riley, Travis B. Hartwell.

Portions of code in the package db are protected by the following copyrights:

Copyright © 1990-2005 Sleepycat Software

Copyright © 1995, 1996 The President and Fellows of Harvard University

Portions of code in the package erlang are protected by the following copyright:

Copyright © 1999 Ericsson Utvecklings AB

Portions of code in the package expat are protected by the following copyrights:

Copyright © 1998, 1999, 2000 Thai Open Source Software Center Ltd and Clark Cooper

Copyright © 2001, 2002, 2003, 2004, 2005, 2006 Expat maintainers

Portions of code in the package gd are protected by the following copyrights:

Portions copyright © 1994, 1995, 1996, 1997, 1998, 1999, 2000, 2001, 2002 by Cold Spring

Harbor Laboratory. Funded under Grant P41-RR02188 by the National Institutes of Health.

Portions copyright © 1996, 1997, 1998, 1999, 2000, 2001, 2002 by Boutell.Com, Inc.Portions relating to GD2 format copyright © 1999, 2000, 2001, 2002 Philip Warner.

Portions relating to PNG copyright © 1999, 2000, 2001, 2002 Greg Roelofs.

Portions relating to gdttf.c copyright © 1999, 2000, 2001, 2002 John Ellson ([email protected]).

Portions relating to gdft.c copyright © 2001, 2002 John Ellson ([email protected]).

Portions copyright © 2000, 2001, 2002, 2003, 2004, 2005, 2006, 2007 Pierre-Alain Joye

([email protected]).

Portions relating to JPEG and to color quantization copyright © 2000, 2001, 2002 Doug Becker and

copyright © 1994, 1995, 1996, 1997, 1998, 1999, 2000, 2001, 2002 Thomas G. Lane. This

software is based in part on the work of the Independent JPEG Group.

Portions relating to WBMP copyright © 2000, 2001, 2002 Maurice Szmurlo and Johan Van den

Brande.

Portions of code in the package httpd are protected by the following copyrights:

Copyright © 1995 Board of Trustees of the University of Illinois.

Original Code Copyright © 1994 Jeff Hostetler, Spyglass, Inc.

Portions of Content-MD5 code Copyright © 1993, 1994 by Carnegie Mellon University (see

Copyright below).

Portions of Content-MD5 code Copyright © 1991 Bell Communications Research, Inc. (Bellcore) (see

Copyright below).

Portions extracted from mpack, John G. Myers - [email protected]

Content-MD5 Code contributed by Martin Hamilton ([email protected])

Copyright © 1993, 1994 by Carnegie Mellon UniversityCopyright © 1991 Bell Communications Research, Inc. (Bellcore)





Copyright © 1991-1992 RSA Data Security, Inc. Created 1991

Portions of code in the package libpng are protected by the following copyright:

Copyright © 2004, 2006-2007 Glenn Randers-Pehrson

Portions of code in the package openssl are protected by the following copyrights:

Copyright © 1998-2007 The OpenSSL Project.Copyright © 1995-1998 Eric Young ([email protected])

Portions of code in the package ums_ds are protected by the following copyright:

Copyright © 1999-2003 The OpenLDAP Foundation, Redwood City, California, USA.

Portions of code in the package ums_imap are protected by the following copyright:

Copyright © 1994-2000 Carnegie Mellon University.

Portions of code in the package ums_mta are protected by the following copyright:

Copyright © 1997, 1998, 1999 International Business Machines Corporation and others.

Portions of code in the package radiusclient are protected by the following copyrights:

Copyright © 1998 The NetBSD Foundation, Inc.Copyright © 2003 Maxim Sobolev <[email protected]>

Copyright © 1995, 1996, 1997, 1998 Lars Fenneberg <[email protected]>

Copyright © 1992 Livingston Enterprises, Inc.

Copyright © 1991-1992 RSA Data Security, Inc. Created 1991.

Portions of code in the package cryptopp are protected by the following copyright:

Compilation Copyright © 1995-2004 by Wei Dai.

Portions of code in the package stlport are protected by the following copyrights:

Copyright © 1999, 2000 Boris Fomitchev

Copyright © 1994 Hewlett-Packard Company

Copyright © 1996, 1997 Silicon Graphics Computer Systems, Inc.

Copyright © 1997 Moscow Center for SPARC Technology.

Portions of code in the package libxml2 are protected by the following copyright:

Copyright © 1998-2003 Daniel Veillard.

Portions of code in the package ejabberd are protected by the following copyrights:

Copyright © 2003-2005 Alexey Shchepin

Copyright © 2005-2007 Process-one

Portions of code in the package ums_sipproxy are protected by the following copyright:

Copyright © Fraunhofer FOKUS

Portions of code in the package clamav are protected by the following copyright:

Copyright © 2002 - 2006 Tomasz Kojm <[email protected]>

Portions of code in the package mysql are protected by the following copyright:

Copyright © 1997-2008 MySQL AB

Portions of code in the package ums_icqgate are protected by the following copyrights:

Copyright © Lukasz Karwacki <[email protected]>

Copyright © M.Kiesel <[email protected]>

Portions of code in the package ums_mailfilter are protected by the following copyright:

Copyright © 2004 Mark Martinec.

Portions of code in the package ums_msngate are protected by the following copyright:

Copyright © 2006 James Bunton <[email protected]>




Portions of code in the package ums_radius are protected by the following copyrights:

Copyright © 1999, 2000, 2001, 2002, 2003, 2004, 2005 The FreeRADIUS Server Project

Copyright © 1999, 2000, 2001, 2002, 2003, 2004, 2005 Alan DeKok <[email protected]>

Copyright © 1996, 1997, 1999, 2000, 2002, 2003, 2004, 2005 Free Software Foundation, Inc.

Copyright © 2003, 2004, 2005 Kostas Kalevras <[email protected]>

Copyright © 2004 Cladju Consulting, Inc.Copyright © 2001, 2002, 2003, 2004, 2005 Google, Inc.

Copyright © 2003, 2004 Michael Richardson <[email protected]>

Copyright © 2002, 2003, 2004 Novell, Inc.

Copyright © 2002 Miguel A.L. Paraz <[email protected]>

Copyright © 2002 Simon Ekstrand <[email protected]>

Copyright © 2001 Chad Miller <[email protected]>

Copyright © 2001 hereUare Communications, Inc.

Copyright © 2000 Jochen Friedrich <[email protected]>

Copyright © 2000, 2002 Miquel van Smoorenburg

Copyright © 2000 Jeff Carneal <[email protected]>

Copyright © 2000 Alan Curry <[email protected]>

Copyright © 2000 David Kerry <[email protected]>

Copyright © 2000 Dmitri Ageev <[email protected]>

Copyright © 2000 Nathan Neulinger <[email protected]>

Copyright © 2000 Mike Machado <[email protected]>

Copyright © 2000, 2001 Chad Miller <[email protected]>

Copyright © 1997, 1998, 1999 Cistron Internet Services B.V.

Copyright © 1999 Kunihiro Ishiguro <[email protected]>

Portions of code in the package smpeg are protected by the following copyright:

Copyright © 1999 Loki Entertainment Software

Portions of code in the packages sdl and sdl_mixer are protected by the following copyright:

Copyright © 1997-2006 Sam Lantinga

Portions of code in the package sdl_audioin are protected by the following copyright:

Managing Unison Service - version 3.0 - April 2010

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