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Cisco Unity Express - интеграция в текущую систему телефонии сервисов голосовой почты и автоматического секретаря


Голосовые сервисы CISCO UNITY EXPRESS


Решение на базе продуктов Cisco IPC помогут увеличить конкурентное преимущество компании и добиться многократного возврата инвестиций (ROI) путем увеличения эффективности, производительности труда и удовлетворенности клиентов.

- Cisco Unity Express. Интеграция в текущую систему телефонии сервисов голосовой почты и автоматического секретаря.

- Cisco IP Contact Center (IPCC) Express. Включает в себя IP-телефонию, унифицированный обмен сообщениями, IP видео и аудио конференции и контакт центры.

- Cisco Unity. Предоставляет пользователям сервис голосовой почты и унифицированной обработки сообщений.

- Cisco Unity Connection - Система голосовых сообщений на базе веб-браузера со встроенными средствами обработки сообщений, распознаванием речи и правилами маршрутизации вызовов.


Cisco Unity Express позволяет малым и средним предприятиям (SBM) и филиалам, экономически эффективно интегрировать в свою текущую систему телефонии сервисы голосовой почты и автоматического секретаря. Данный функционал интегрируется в маршрутизаторы Cisco и имеет низкую совокупную стоимость владения (TCO).

Cisco Unity Express предоставляет:

  • Доступный сервис почтовых сообщений, приветствий и автосекретаря обеспечивает больший функционал при обслуживании клиентов, а сотрудники предприятия увеличивают производительность посредством голосовой почты.
  • Интуитивно понятный интерфейс пользователя голосовой почты и графический редактор для системы автоматического секретаря.
  • Масштабируемость от 4 до 16 одновременных сессий голосовой почты или автосекретаря, и от 12 до 250 почтовых ящиков.
  • Гибкое развертывание и интеграция с Cisco Unified CallManager Express, Cisco Unified CallManager и традиционными голосовыми АТС.

Cisco Unity Express поставляется в виде сетевого модуля NM или внутреннего модуля AIM для маршрутизаторов Cisco серий 2600, 2800, 3700, 3800.

Схема интеграции с корпоративной структурой и текущей телефонной системой.

Аппаратная Архитектура

 
Product Feature Customer Benefit
Delivered on a network module (NM-CUE, NM-CUE-EC) or advanced integration module (AIM-CUE) which directly integrates into the Cisco 2691 and Cisco 2600XM and 3700 series routers and the Cisco 2800 and 3800 series integrated services routers Network modules and advanced integration modules are shared across a broad range of router platforms, so Cisco Unity Express can be deployed at a variety of office sizes, from the very small up to those that need 250 mailboxes and 16 ports of concurrent voice-mail and automated-attendant sessions.
Network module (NM-CUE, NM-CUE-EC) includes a dedicated onboard microprocessor and 40 GB Integrated Drive Electronics (IDE) hard drive The Cisco Unity Express network module is fully self-contained with dedicated onboard processing, memory, and storage, allowing for efficient message management, a range of concurrent sessions, simultaneous processing, and ample voice-mail storage capacity for a wide range of typical branch-office profiles. The Cisco Unity Express Network Module with Enhanced Capacity (part number NM-CUE-EC) supports up to 16 ports of concurrent voice-mail or automated-attendant sessions and up to 250 voice mailboxes (new with Release 2.3). The standard NM-CUE supports 8 ports and up to 100 voice mailboxes.
Advanced integration module (AIM-CUE) has a dedicated onboard microprocessor and a minimum of 1 GB of industrial-grade compact flash storage Like the network module, the Cisco Unity Express advanced integration module is fully self-contained with dedicated onboard processing, memory, and storage. And, because the advanced integration module is internally installed on the router, it frees external interface slots for other services such as analog and digital voice, VPN acceleration, or integrated switching.

Ключевые характеристики и преимущества

Системные характеристики

Product Feature Customer Benefit
Capability to Operate in Cisco Unified CallManager or Cisco Unified CallManager Express IP Telephony Environment Cisco Unity Express may be used within either a Cisco centralized (Cisco Unified CallManager) or distributed (Cisco Unified CallManager Express) call-control environment. This provides design flexibility and investment protection if you migrate from one Cisco call-control methodology to the other.
Accessible CLI Provides familiar management features such as configuration, provisioning, and support through a CLI that is similar to the Cisco IOS Software CLI, accelerating the learning curve for network administrators who have worked with that CLI.
CLI Scripting Capabilities Provides an advanced method for efficient remote management, provisioning, and configuration of many units. This unique feature, typically not provided with entry-level voice-mail systems, allows the customer to deploy many similarly configured sites quickly.
Embedded Operating System Cisco Unity Express employs an industry-standard OS ideally suited for embedded applications. It enables a disk subsystem, not provided by native Cisco IOS Software. This translates into efficient operation while providing a robust, secure, and protected operating environment behind Cisco IOS Software.
Inherent Security Cisco Unity Express is an embedded system, accessible only through the provided GUI and CLI. User passwords are inaccessible and are encrypted on the system using the 128-bit Secure Hash Algorithm (SHA). All packages within the Cisco Unity Express architecture are signed by Cisco to help ensure their integrity. Even then, if somehow untrusted code is installed on the system, a built-in chain-of-trust model will prevent the unauthorized code from operating.
4 to 16 Simultaneous Calls to Voicemail or Auto Attendant (Dependent Upon License Level and Hardware) Support for 4 to 16 concurrent sessions or ports for voice-mail and automated-attendant services provides the right level of service for business needs and budgetary constraints. The number of ports available depends on the Cisco Unity Express module type and router platform.
Languages Cisco Unity Express Release 2.0 introduced several languages, including North American English, European French, European Spanish, and German. Beginning with Release 2.1.3, Italian, Latin American Spanish, Brazilian Portuguese, Danish, and British English are also supported. Cisco Unity Express Release 2.3 adds support for additional languages: Japanese, Korean, Chinese (Mandarin), Mexican Spanish, and French Canadian.
Incremental Upgrades and Background Download-Introduced in Release 2.0 Simplifies upgrades to enhance Cisco Unity Express operational efficiency. With incremental upgrades, in many cases just the relevant updates will be added to the system and a full image upgrade will not be required*. New software packages will be downloadable as a background process during normal system operation and will not interrupt users' services**.
SNMP-Introduced in Release 2.2 Provides SNMP interface, allowing Cisco Unity Express to be monitored and maintained remotely by Cisco network management tools or other third-party management applications. The SNMP agent on Cisco Unity Express provides management and monitoring of the system through SNMP GET operations, and can send SNMPv2c notifications for various events.

* Incremental upgrades will depend on the extent of changes introduced in the release.

** 1 GB compact flash is required for background downloads.

Характеристики голосовой почты

Product Feature Customer Benefit
Up to 300 Hours of Voice-Mail Storage Configurable on Per-Mailbox Basis Because Cisco Unity Express is available in three form factors, you can choose the capacity, performance, and price point that meets the specific site requirements. Plus, the storage capacity of each Cisco Unity Express module may be customized on a per-user basis, as defined by the system administrator, or alternatively left on the default settings. Following is a storage capacity summary for each module type:
  • Cisco Unity Express advanced integration module (AIM-CUE): 14* hours
  • Cisco Unity Express network module (NM-CUE): 100 hours
  • Cisco Unity Express Enhanced Capacity (NM-CUE-EC): 300 hours
New Capacity Enhancement with Release 2.3-Available on NM-CUE-EC Release 2.3 enables Cisco Unity Express to scale up to 250 mailboxes and 25 GDMs. This new capacity increase is available on the network module with enhanced capacity (NM-CUE-EC).

The other two module options will still support the same capacities as follows:

  • Cisco Unity Express advanced integration module (AIM-CUE): up to 50 mailboxes
  • Cisco Unity Express network module (NM-CUE): up to 100 mailboxes
General Delivery Mailboxes (GDMs) This feature provides storage for voice-mail messages that any designated team member can retrieve in order to respond quickly to callers' requests, resulting in greater customer satisfaction. Beginning with Release 2.1 as a configuration option, any licensed number of these GDMs may be configured instead as individual mailboxes. This expands the capacity of each license level from 12, 25, 50, 100, 150, 200, and 250 up to 17, 35, 65, 120, 175, 225, and 275 individual mailboxes, respectively.
Easy to Use, End-User Tutorial for Self-Service Mailbox Creation A complete, yet concise telephony user interface (TUI) tutorial takes the user step-by-step through the mailbox setup process, minimizing the need for administrator assistance, saving time and money.
Intuitive Web-Based GUI A Web-based GUI assists with configuring telephony information in conjunction with Cisco Unified CallManager or Cisco Unified CallManager Express, providing ubiquitous remote access to manage, configure, and provision Cisco Unity Express. The GUI allows the simple import of information shared with Cisco Unified CallManager and Cisco Unified CallManager Express, and eases management of end users or of group affiliations.
Support for a Full Range of Commonly Used Voice-Mail Features Commonly used voice-mail features such as replying, forwarding, and saving messages; message tagging for privacy or urgency or future delivery; alternative greetings; pause, fast forward, rewind; and envelope information are provided for optimal management of messages. This set of typical features allows users to get started with Cisco Unity Express quickly and with little training.
Support for VPIM, the Industry Standard for Voice-Mail Message Communication-Introduced in Release 2.0 Cisco Unity Express supports Voice Profile for Internet Mail (VPIM) Version 2.0, the industry standard that permits messaging systems to communicate with each other. Cisco Unity Express uses VPIM to communicate with other Cisco Unity Express and Cisco Unity systems. Non-delivery and delayed delivery receipts provide users with complete information about the status of a message. This set of messaging features increases productivity across business locations, lowers long-distance costs, and ultimately protects investment in existing VPIM-compliant messaging systems.
Distribution Lists-Introduced in Release 2.1 The public and private distribution list function provided by Cisco Unity Express allows a voice-mail message to be simply and quickly addressed to a list of predefined recipients, saving time and minimizing keying errors. Cisco Unity Express includes an "all users" public distribution list and the ability for a privileged user to define up to 15 other public lists. Individual users may define up to 5 private lists of their own. A member of a distribution list may be a user, a GDM, a group, or other distribution lists. Remote users and blind addresses may also be members of distribution lists.
Broadcast Messages-Introduced in Release 2.1 Like distribution lists, broadcast messages also allow a message to be delivered to multiple recipients. Additionally, broadcast messages allow important communications to be given top priority in the recipient's voice message queue. These special messages are played before any other messages and will remain in the user's mailbox until the message is retrieved in full or expires, ensuring critical communications are heard. Broadcast messages are managed through Administration Via Telephony, a privileged user interface which, in addition to other system management functionality, allows broadcast messages to be created, broadcast message expiries to be defined, and broadcast messages to be sent to local users and remote locations. Cisco Unity Express 2.3 includes a configurable option to send a broadcast message to either the local system users only or to local and remote networked voice-mail destinations.
Spoken Name Confirmation for Remote Users-Introduced in Release 2.1 Cisco Unity Express provides spoken name confirmation for all local and many remote recipients. Spoken name confirmation helps ensure that the correct recipient has been selected when a user addresses a voice-mail message. The confirmation includes the remote location information if applicable, to help ensure that the message is sent to the correct user and location.
Undelete Messages-Introduced in Release 2.1 If a message is inadvertently deleted during Cisco Unity Express voice-mail message session, the user now has the option to undelete the message and return it to active state within the same session. This feature provides users with improved voice message management.
Calling Line Identification (CLID) as Part of Envelope Information-Introduced in Release 2.1 Another improvement in Cisco Unity Express voice message management for the user includes, as a configuration option, Calling Line Identification (CLID) information for all voicemail messages, whether they originate internally or from the PSTN.
Shared Cisco Unity TUI, Menus, and Commands Because Cisco Unity Express shares the same TUI menus and prompts as Cisco Unity software, it reduces end-user training costs, provides familiarity for users as they migrate between different organizational environments (branch vs. headquarters), and provides the foundation for the possible migration to Cisco Unity software.
Standard and Alternative Greetings Users may choose between a standard or alternative greeting in order to communicate special messages such as an extended absence or vacation.
Alternative Number Options Both caller and user satisfaction are increased through the use of this feature. The individual user or the system administrator may designate an alternative telephone number or local extension by which a caller may reach the called party or an assistant by simply pressing zero when in the voice-mail greeting.
Mandatory Message Expiry-Introduced in Release 2.3 Beginning with Cisco Unity Express 2.3, administrators can better manage and maintain the message store on the system. They now have an option to force subscribers to delete messages upon expiry.
Future Message Delivery-Introduced in Release 2.3 Allows a message to be addressed to user(s) on local or remote system(s) to be delivered at a future time-up to 1 year in advance.
Integrated Messaging-Introduced in Release 2.3 Cisco Unity Express Release 2.3 brings voice messages to your Internet Mail Access Protocol (IMAP) desktop e-mail inbox. Taking advantage of your existing messaging infrastructure and IMAP e-mail clients, Cisco Unity Express desktop messaging access provides simple, native access to voicemail from virtually any e-mail client-giving continuous and global access to messages. Integrated messaging is supported only on NM-CUE and NM-CUE-EC modules.
VoiceView Express-Introduced in Release 2.3 VoiceView Express is a convenient and faster "visual" alternative to TUI and is used to access and manage messages and mailbox settings using the Cisco IP Phone display and soft keys. VoiceView Express improves employee productivity by providing quick visibility into voice mailboxes, helping users better manage their day-to-day tasks. VoiceView Express is supported only on NM-CUE and NM-CUE-EC modules.
Remote Message Notification-Introduced in Release 2.3 This system service notifies a user upon the arrival of all new or urgent messages. Each mailbox (individual and GDM) can be configured to have notifications sent to multiple destinations simultaneously-up to four numeric devices (such as phone numbers) and up to two text devices (such as text pagers or e-mail address). Users can configure destinations and manage their notification schedule per destination using a TUI, GUI, or VoiceView Express.

* The storage capacity of the AIM-CUE module is increased from 512 MB to 1 GB of compact flash beginning with Cisco Unity Express Release 2.0, allowing 14 hours of voice-mail storage on the 1-GB compact flash. The 512-MB AIM-CUE will continue to provide five hours of voice-mail storage.

Характеристики системы автосекретаря

Product Feature Customer Benefit
Built-in Automated Attendant with Dial-by-Name, Dial-by-Extension, and Return-to-Operator The standard automated-attendant services provided with Cisco Unity Express simplify self service for callers by allowing them to quickly reach the right person without the assistance of an operator 24 hours a day, 7 days per week, with the option to return to an operator at any time when greater assistance is needed. Two standard automated-attendant options are provided with Cisco Unity Express: one that includes dial-by-name and dial-by-extension and a second, introduced in Release 2.1, which allows single-digit dialing for up to 9 users or groups.
Custom Automated Attendant with Cisco Unity Express Editor The Cisco Unity Express Editor is a Microsoft Windows GUI-based visual scripting tool that gives administrators a simple way to create up to 4 separate, customized automated-attendant flows, in addition to the system auto attendant. Steps within the drag-and-drop menu are represented graphically in the Cisco Unity Express Editor, making the operation straightforward and intuitive. Additional enhancements in Release 2.3 allow administrators to validate and debug the call flows using the Editor. These new capabilities enable script developers to debug their custom auto-attendant scripts developed using the Editor.
Multilevel Automated Attendant Through the use of the Cisco Unity Express Editor, system administrators may create up to 4 multilevel automated-attendant flows that provide a hierarchical DTMF-based menu. The multilevel automated attendant allows callers to reach individuals, departments, or prerecorded information such as directions or business hours. It also provides customizable time-of-day or day-of-week call management.
Administration Via Telephony-Formerly the Greeting Management System Custom automated-attendant prompts may be easily recorded through the Cisco Unity Express Administration Via Telephony (AVT) either through the TUI or an offline .wav file recording tool.Release 2.3 includes enhancements to the AVT that support re-recording of a prompt, allowing automated-attendant administrators to change prompts without needing GUI access to change file names. Additionally, alternative greetings can now be used in custom automated attendant as a sub-flow.
Holiday Schedules-Introduced in Release 2.1 Cisco Unity Express allows holidays to be defined and a customized automated-attendant prompt to be played during holidays. These prompts, which are easily updated through the AVT, can provide the caller with customized information about the operation of the business or special events.
Business Hours-Introduced in Release 2.1 The Cisco Unity Express business hours function allows up to 4 schedules to be defined, which provide different automated-attendant prompts to be played based on the time of day, without the need for manual intervention. For example, one schedule may define 8 a.m. until noon as business open, from noon until 1 p.m. as business closed for lunch, from 1 p.m. until 5 p.m. as open and from 5 p.m. until 8 a.m. as closed, and all weekend as closed, with a specific prompt for each time segment.
Alternative Automated Attendant Greeting The system administrator can record an alternative automated-attendant greeting, which may be used in case of an emergency or another short-term event, such as a snow day. The alternative greeting works much like the alternative voice-mail greeting by prompting the system administrator to simply toggle between either the active or inactivate mode.

Поддерживаемые платформы

Platform Cisco Unified CallManager Express Supported Cisco Unity Express Supported
Cisco 2801 Yes Yes-AIM-CUE only
Cisco IAD2400 Series Yes No
Cisco 2600XM Series Yes Yes
Cisco 2691 Series Yes Yes
Cisco 2800 Series Yes Yes
Cisco 3700 Series Yes Yes
Cisco 3800 Series Yes Yes

Поддерживаемое программное обеспечение

The Cisco Unity Express network module (NM-CUE) is supported beginning with Cisco IOS Software Release 12.3(4)T. The network module with enhanced capacity (NM-CUE-EC) is supported beginning with Cisco IOS Software releases 12.3(11)T6, 12.3(14)T2, and 12.4(1). These Cisco IOS Software releases correspond to Cisco CallManager Express Release 3.2 and Release 3.3, respectively. The NM-CUE-EC was introduced in Cisco Unity Express Release 2.1. See Table 6.

Cisco Unity Express Release Cisco Unified CallManager Release IOS Release
1.1 Release 3.3 12.3(4)T, 12.3(7)T, 12.3(8)T, 12.3(11)XL
2.0 Release 3.3 and 4.0 12.3(4)T, 12.3(7)T, 12.3(7)XL, 12.3(8)T, 12.3(11)T, 12.3(11)XL
2.1 and 2.2 Release 3.3, 4.0, and 4.1 12.3(4)T, 12.3(7)T, 12.3(7)XL, 12.3(8)T, 12.3(11)T, 12.3(14)T
2.3 Release 4.1, 4.2, and 5.0 12.3(7)T, 12.3(8)T, 12.3(11)T. 12.3(14)T, 12.4T, 12.4M, 12.4(4)XC

Microsoft Internet Explorer Version 6.0 or later is required for Cisco Unity Express GUI support.

Лицензирование

There are seven, four, and three Cisco Unity Express user license levels available on the network module with enhanced capacity (NM-CUE-EC), network module (NM-CUE), and advanced integration module (AIM-CUE), respectively (Table 7).

  Cisco Unity Express Network Module(NM-CUE, NM-CUE-EC) Advanced Integration Module(AIM-CUE)
License Level: Number of Mailboxes General Delivery Mailboxes (GDMs) Hours of Storage Concurrent Voicemail and AA Ports/Sessions General Delivery Mailboxes (GDMs) Hours of Storage Concurrent Voicemail and AA Ports/Sessions
12 mailboxes 5 GDM 100 hours 8-NM-CUE16-NM-CUE-EC 5 GDM 14 hours 4 on Cisco 2600XM, 26916 all other platforms
25 mailboxes 10 GDM 100 hours 8-NM-CUE16-NM-CUE-EC 10 GDM 14 hours 4 on Cisco 2600XM, 26916 all other platforms
50 mailboxes 15 GDM 100 hours 8-NM-CUE16-NM-CUE-EC 15 GDM 14 hours 4 on Cisco 2600XM, 26916 all other platforms
100 mailboxes 20 GDM 100 hours 8-NM-CUE16-NM-CUE-EC Not supported
150 mailboxes 25 GDM 300 hours 16-NM-CUE-EC Not supported
200 mailboxes 25 GDM 300 hours 16-NM-CUE-EC Not supported
250 mailboxes 25 GDM 300 hours 16-NM-CUE-EC Not supported

Технические характеристики

Feature NM-CUE, NM-CUE-EC AIM-CUE
Network Sizing Small and medium-sized offices or branch Small office or branch
Hardware
Processor 500-MHz Intel Mobile Pentium III 300-MHz Intel Celeron
Default Memory (SDRAM) 256 MB on NM-CUE, 512 MB on NM-CUE-EC 256 MB
Maximum SDRAM 512 MB 256 MB
Internal Disk Storage 40 GB IDE, 4200 rpm 1 GB compact flash*
Network Interfaces None None
Physical Specifications
Dimensions (H x W x D) 1.55 x 7.10 x 7.2 inches 5.25 x 3.35 x 0.75 inches
Weight 1.5 lb maximum0.7
 kg maximum
0.20 lb
0.09 kg
Operating
 Humidity
5 to 95% non-condensing 5 to 90%
Operational
 Temperature
32 to 104°F
0 to 40°C
23 to 122°F
-5 to 50°C
Non-Operating
Temperature
-40 to 185°F
-40 to 85°C
-40 to 158°F
-40 to 70°C
Operational
Altitude
0 to 10,000 feet
0 to 3,000 meters
0 to 13,000 feet
0 to 3963 meters
Safety UL 1950; CSA-C22.2 No.950, EN 60950, IEC 60950 UL 60950, IEC 950, EN60950
EMC FCC Part 15 Class A; EN55022 Class B; AS/NZS 3548 Class A; CISPR22 Class B; VCCI Class B; EN55024; EN61000-3-2; EN61000-3-3 FCC Part 15 Class A; EN55022 Class A; AS/NZS 3548 Class A; CIS



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