Pick the user roles you support — Standard, Executive, Department, Restricted — and get ready-to-build COS templates with feature flags, message length, retention, and fax/transcription settings.
Unity Class of Service controls every feature a subscriber can touch — max message length, retention, fax access, transcription, outcall notifications, web inbox. Most deployments end up with 15+ COS profiles because one-off exceptions get their own. This tool emits three to five clean COS templates (Standard, Executive, Department, Restricted, Kiosk) that cover 95% of real subscribers. Build these first, migrate users to them, delete the rest.
Pick your roles, click Generate COS templates.
Class of Service → Class of Service → Add New, fill in per template.
User Templates → Edit → Class of Service → pick the right one.
Bulk Administration → Import/Update Users → change COS in batch.
Start with five COS objects — more is almost always worse. The usual failure mode is creating a one-off "COS_John_Smith" for an exec who needs extended retention, then "COS_Sales_Exec" when it happens to sales, then "COS_Board" when the board asks. Five becomes fifty in two years. Each exception should instead live on the subscriber directly (via Per-Subscriber overrides) or in an existing COS that's broad enough.
Executive COS should allow: long message retention (90 days), transcription, outcall notifications (important callers only), longer max message length (600 seconds — they get long messages). Executives rarely touch the web inbox but often rely on SMS notification of urgent voicemails. Standard COS should be: 30-day retention, 300-second max, transcription off by default (it's a per-mailbox cost on some Unity editions), outcall for their own devices only.
Restricted COS is for contractors, kiosk phones, and shared-desk users who should have minimal capability. 7-day retention, 120-second max, no transcription, no outcall. Don't skip this — giving contractors the same COS as employees creates audit friction.
3–5. More is harder to maintain; fewer leaves no room for role-based restrictions.
Yes — new calls use the new COS. In-progress messages retain their original retention.
Yes. Bulk Administration → Users → Update Users CSV import.
Yes. Web Inbox access, IMAP access, single-inbox (Exchange sync) are all COS-controlled.
Standard for 450, Executive for 35, Department for 12, Restricted for 3.
Provider COS (HIPAA retention = 90 days), Staff COS (30 days), Department COS.
Agent COS (no outcall, no transcription, 7-day retention), Supervisor COS, Admin COS.
Our UC Modernization Sprint audits your existing Class of Service sprawl, consolidates to 3–5 profiles, and migrates users turn-key.