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Avaya 15-601067 User's Manual

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2. Embedded Voicemail Installation Guide e Voicemail On Voicemail Off These two features switch the diversion of calls to the user or group mailbox on off No telephone number is required for either of these features e Voicemail Ringback On Off These two features switch new message ringback notification on off No telephone number is required for either of these features e Auto Attendant This feature is used for the recording of auto attendant prompts and greetings Normally the short codes for this are created automatically However they can be deleted and reassigned as required The telephone number part takes the form AA Name x where Name is the name of the auto attendant service and x is 7 for the morning greeting 2 for the afternoon greeting 3 for the evening greeting and 4 for the menu options prompt Just AA Name can be used to route calls to the named auto attendant service DSS Key Programming The same features used for embedded voicemail short codes can also be assigned to DSS keys Extn304 304 Menu Programming Twinning T3 Options User Voicemail DND ShortCodes Source Numbers Telephony Forwarding Dial In Voice Recording Button Programming Button No Label Action Action Data Remove Button Programming Edit Please select the required action Copy s Dial Call gt Voicemail Collect x E Group Dial gt Voicemail Off Paste Voicemail On Park Call Do Not Disturb gt Voicemail On Voicem
3. Embedded Voicemail Installation Guide Page 49 IP Office 15 601067 Issue 4 25 May 2006 Embedded Voicemail Installation Guide Performance figures and data quoted in this document are typical and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract The company reserves the right to make alterations or amendments to the detailed specifications at its discretion The publication of information in this document does not imply freedom from patent or other protective rights of Avaya or others Intellectual property related to this product including trademarks and registered to Lucent Technologies have been transferred or licensed to Avaya All trademarks identified by the or are registered trademarks or trademarks respectively of Avaya Inc All other trademarks are the property of their respective owners This document contains proprietary information of Avaya and is not to be disclosed or used except in accordance with applicable agreements Any comments or suggestions regarding this document should be sent to wgctechpubs avaya com 2006 Avaya Inc All rights reserved Avaya Unit 1 Sterling Court 15 21 Mundells Welwyn Garden City Hertfordshire AL7 1LZ England Tel 44 0 1707 392200 Fax 44 0 1707 376933 Web http www avaya com ipoffice knowledgebase Page 50 Embedded Voicemail Installation Guide 15 601067 Issue 4 25 May 2006 IP Office
4. Prompts 29 Greetings 41 Greyed 30 Group Number 12 H Hardware Installation 11 HMain 26 Hold 32 Holdmusic wav 42 IP Office 42 HoldMusic wav file 18 Requests 18 Hours 12 Hunt 24 Hunt Group 26 Hunt Group Mailbox Access 27 Hunt Group Mailbox Configuration 11 26 Hunt Group Mailboxes 12 25 Hunt Group Message Waiting Indication 26 Hunt Group Names 25 Changing 25 Hunt Group Queued 9 l le 19 Incoming Call Route 8 30 32 40 Destination 32 Destination and or Night Service Destination 40 Incoming Call Route s Fallback Extension 32 Incoming Calls 32 Routing 32 Insert 17 19 Embedded Voicemail Installation Guide IP Office IP Office 3 0 Administrator Application 19 Memory Card 17 Install 16 17 Memory Expansion Card 16 17 Installation Overview 11 Integral 18 set 18 Internal ringback 9 IP 19 42 IP 401 2 1 21 IP 406 V2 Memory Card 16 IP Office 7 8 10 11 12 16 17 18 19 21 23 24 25 26 30 32 38 41 42 according 11 back 24 26 32 38 42 Depending 21 downgrade 19 following 10 holdmusic wav 42 power 41 receive 19 42 reguire 7 19 41 Set 11 21 tells 42 IP Office 3 0 8 10 19 prompts 8 Upgrading 10 IP Office 3 0 Administrator Application 19 Insert 19 IP Office 3 0 10 IP Office 406 V2 7 16 19 29 IP Office 406 V2 Control Unit 7 IP Office Administration CD 16 17 IP Office Administrator Applications CD 19 IP Office Embedded Voice
5. This guide describes how to install and configure Embedded Voicemail This guide is for Avaya professional services staff business partners and system integrators but can be used by anyone who has been trained to install or configure Embedded Voicemail These instructions assume that you are familiar with IP Office Manager Further information about Avaya IP Office is available from www avaya com support and also from www avaya com ipoffice Knowledgebase Embedded Voicemail Installation Guide Page 5 IP Office 15 601067 Issue 4 25 May 2006 Embedded Voicemail Installation Guide Page 6 Embedded Voicemail Installation Guide 15 601067 Issue 4 25 May 2006 IP Office IP Office Embedded Voicemail Overview IP Office Embedded Voicemail is supported on the IP Office Small Office Edition and IP Office 406 V2 control units Embedded voicemail does not require an IP Office license It provides basic voicemail mailbox operation without requiring a permanent voicemail server PC It also provides multiple auto attendant support for incoming calls Embedded voicemail uses the following components Memory Card The type and capacity depends on the memory card of the IP Office control unit However in all cases the cards are specially formatted for embedded voicemail use Alternate third party memory cards are not supported for embedded voicemail s IP Office IP406 V2 Control Unit Uses an Avaya supplied 512MB Type Il Compact Flash memory card
6. 14 Menu AcCHODS uuu Y Od CH AA A 15 Mo O E 16 1 REQUIEM as 16 2 Install the Memory Expansion Card circo litio tia 16 AS E A a e eara e CU aus 16 Small Office Embedded Voicemail Installation sss 17 1 Reduirement8 2 aia 17 2 Checking for Voice Compression Channels r LLLNNHn EE EE LL LLnun909 17 3 Install the Memory Expansion Card uu taa 17 4 System Canngur uot uu uuu u uuu A CG O dT DA TO AED GAU 17 Configuring an IP Office for Embedded Voicemalil I LL RHHn rra nccnnnnn 18 Upgrading PrompiS x riada aid 19 Prompt Source and Destination Location da 19 Upgrading Prompts Using a Memory Card Reader sees 19 Upgrading Prompts Using TFTP File Transfer sss eee eee eee 20 Monitoring Embedded Voicemalil dd ara 21 User Mailbox Configuration uuu GN cetetecncetetccccetetccnceuedcccceintccwceustccuceesdewceintccwceuss 23 User Mailboxes irern unus uhupi ede nwn CANON pw a 23 User Mailbox Con uraut a lis es dl YN a Cd ay 24 Hunt Group Mailbox Configuration cinc ii 25 Hunt Gr up Mailboxe 8 ie a uuu E is 25 Hunt Group Mailbox Configuration dia 26 Message Waiting Indica entrante latas 26 H nt Group Malbox ACCOSS somieres 27 Message Waiting INGIGAtON serrat is 27 Short Code and DSS Key Access carpas ec a 27 Remote FICC
7. Avaya phones with DSS keys those keys can be programmed to access auto attendant services Create an Auto Attendant DSS Key 1 From the IP Office system configuration set the action of one of the users DSS key to Dial 2 Set the associated telephone number to AA Name where Name matches the name of the auto attendant 3 Save this configuration change back to the IP Office Transferring Call Using the DSS Key 1 When the user receives a call they want to transfer to the auto attendant they should a Place the call on hold b Press the DSS key programmed for the auto attendant c Hang up the call at their extension d This will cause a blind transfer of the held call to the auto attendant Using Phone Manager Create an Auto Attendant Speed Dial 1 Within the user s Phone Manager Click the Speed Dials tab 2 Right Click the speed dial panel and select New 3 Enter a memorable name for Name 4 For Number enter AA Name where Name matches the name of the auto attendant 5 Click OK Transferring Calls to the Speed Dial 1 Having answered a call that you want to transfer to the auto attendant Click wr Hold to place the call on hold Click the Speed Dials tab Click the speed dial created for the auto attendant arrow nm Click K Complete Transfer to transfer the held caller Page 32 Embedded Voicemail Installation Guide 15 601067 Issue 4 25 May 2006 IP Office Auto Attendant Configuration Using Short Codes The Auto Attend
8. ESS ect daa nos 27 Auto Attendant Configuration essere seene eenn 29 A t AttendarittOVerVI8W sanni A aaa wy 29 Exarriple A to Attendant SetU un a 30 Routing Incoming Calls to an Auto Attendant sss sse eee eee eee 32 Transferring Calls to an Auto Atendant eee esse 32 Using Bo Cy OE du an AUU Gyd bu E i ka ei Me eM ud AU o 32 Using Plione Ma ager a AND a a GN O Ru O GA OH eee ea Ear 32 USING Short e se 3H ee y NIN TT HR TH TA WI A EA FR TN FYN NF FN NEN Y 33 Embedded Voicemail Installation Guide Page 3 IP Office 15 601067 Issue 4 25 May 2006 Embedded Voicemail Installation Guide Auto Attendant Remote ACCeSS er 33 Changing Prompts and Prompt Short Codes ice 34 Cascading Auto AmendaniSc u uu uuu TN UA TN RF tin ie 35 Miscellan 6uS o 37 HOLL GOO a A a AL A eA acne a iD ATH a 37 Default Shon Ole ls ei 37 Addi g CUSTOMS MON Codes cutre a 37 DSS Key Programming rd i ao ida 38 Remole ACCESS ui ita 40 Using a o ais 40 Using an Auto Adenda a entes 40 Using an Incoming Call OUTS ssf cessed esse alii creada 40 Backing Up and Restoring Messages a 41 Loading Other Files onto the Memory Cardio 42 MINOX yu a T FD NW SER FYD FOR FYN CDP AN EDR FF CREF FDU ROE FPA EEF EOS EA FD GOF FE TTT 43 Page 4 Embedded Voicemail Installation Guide 15 601067 Issue 4 25 May 2006 IP Office Introduction About this Guide
9. End User a license within the scope of the license types described below The applicable number of licenses and units of capacity for which the license is granted will be one 1 unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User Designated Processor means a single stand alone computing device Server means a Designated Processor that hosts a software application to be accessed by multiple users Software means the computer programs in object code originally licensed by Avaya and ultimately utilized by End User whether as stand alone Products or pre installed on Hardware Hardware means the standard hardware Products originally sold by Avaya and ultimately utilized by End User License Type s Designated System s License DS End User may install and use each copy of the Software on only one Designated Processor unless a different number of Designated Processors is indicated in the Documentation or other materials available to End User Avaya may require the Designated Processor s to be identified by type serial number feature key location or other specific designation or to be provided by End User to Avaya through electronic means established by Avaya specifically for this purpose Copyright Except where expressly stated otherwise the Product is protected by copyright and other laws respecting proprietary rights Unauthorized reprod
10. Page 11 IP Office 15 601067 Issue 4 25 May 2006 Embedded Voicemail Installation Guide Setup Information Using the following tables to gather customer information before installation will assist and speed up the installation process System Settings e Maximum Record Time 5 to 180 seconds default 120 seconds User Mailboxes Use the following form to plan the user mailbox settings See User Mailboxes for details of each feature and Mailbox Configuration for how to enter the values Voicemail Voicemail Voicemail Voicemail Code On Ringback Reception Possible Values Blank or 4 to On or Off On or Off Blank or User default underlined 15 digits Group Number Page 12 Embedded Voicemail Installation Guide 15 601067 Issue 4 25 May 2006 IP Office Installing Embedded Voicemail Hunt Group Mailboxes See Hunt Group Mailboxes for details of each feature and Mailbox Configuration and Message Waiting Indication for how to enter the values Voicemail Voicemail Users to receive group Code On message waiting indication Possible Values Blank or 4 to On or Off None default underlined 15 digits Embedded Voicemail Installation Guide Page 13 IP Office 15 601067 Issue 4 25 May 2006 Embedded Voicemail Installation Guide Ao Attendant Setup Auto Attendant Name Up to 12 characters e Route to Auto Attendant Detail which calls should go to the auto attendant and the routing to be used e Maximum Inac
11. TFTP File Transfer This method uses IP Office Manager as a TFTP server to pass files from the CD drive to the memory card lt requires the IP Office to have already been upgraded to IP Office 3 0 and to be restarted 1 Start IP Office Manager and receive the IP Office configuration 2 Display the System configuration form 3 Click the System tab 4 Inthe TFTP Server IP Address box type the LAN1 IP address of the IP Office 5 In the File Writer IP Address box type the IP address of the PC that is running IP Office Manager 6 Click to send this configuration back to the control unit and allow it to reboot 7 Open a Command prompt window 8 Type the CD drive letter and press Enter for example enter D 9 Type cd LVMSOUND and press Enter 10 The next step depends on the IP Office control unit type e For an IP406 V2 control unit a Type cd G711 Files and press Enter b Type send711 bat followed by the IP Office s LAN1 IP address for example send711 bat 192 168 42 1 c The batch file will start transferring all the necessary folders and prompt files Page 20 Embedded Voicemail Installation Guide 15 601067 Issue 4 25 May 2006 IP Office 14 Installing Embedded Voicemail e For a Small Office Edition control unit a Type cd G723 Files and press Enter b Type send723 bat followed by the IP Office s LAN1 IP address for example send723 bat 192 168 42 1 c The batch file will start transferring all the necessary folde
12. and Voicemail Pro Default Short Codes The following default system short codes can be used with embedded voicemail Collect Messages 17 Can be used by users to access the mailbox associated with their extension Voicemail On Off 18 19 Switches the diverting of callers to the user s mailbox on off Voicemail Ringback On Off 48 49 Switches new message ringback to the user on off Adding Custom Short Codes Additional short codes can be added as reguired using the features listed below Voicemail Collect This short code feature can be used to create short codes for collecting or leaving messages The exact action is set by the use of either or in the telephone number For example Main would indicate collection of messages in the mailbox called Main Main would indicate that a user wants to leave a message in the mailbox called Main Note that the quotation marks are reguired and the name must match the user or hunt group whose mailbox is being accessed For example E 99 VoicemailCollect Short Code Code 99 Feature Voicemail Collect Telephone Number Main Line Group Id Locale Force Account Code O e Using just in the Telephone Number without quote marks and a mailbox name allows remote access The user would be prompted to enter the mailbox number and then the mailboxes access code if set Embedded Voicemail Installation Guide Page 37 IP Office 15 601067 Issue 4 25 May 2006
13. be set as the Night Service Destination along with a Night Service Time Profile 13 Click OK Embedded Voicemail Installation Guide Page 31 IP Office 15 601067 Issue 4 25 May 2006 Embedded Voicemail Installation Guide 14 Click to send the configuration changes back to the Small Office Edition system 15 Following the system reboot you should be able to record prompts for the auto attendant using the short codes created You can then test the auto attendant by making an incoming external call Routing Incoming Calls to an Auto Attendant As shown in the example setup the format AA Name where Name is the name of the auto attendant service can be used in the Destination field of an Incoming Call Route Similarly the AA Name format could be entered as the destination in the Fallback Extension and or Night Service Destination to route each to the same or different auto attendants In additional if a caller routed to an auto attendant as the main Destination of an Incoming Call Route does not make a key selection within the auto attendants set Maximum Inactivity time they are transferred to the Incoming Call Route s Fallback Extension Transferring Calls to an Auto Attendant Normally calls are directed to an auto attendant by an IP Office incoming call route However it can also be useful to transfer calls received at an internal extension to an auto attendant This can be done using the following methods Using DSS Keys On
14. configured for embedded voicemail See Configuring an IP Office for Embedded Voicemail Embedded Voicemail Installation Guide Page 17 IP Office 15 601067 Issue 4 25 May 2006 Embedded Voicemail Installation Guide Configuring an IP Office for Embedded Voicemail The system configuration for embedded voicemail is common to all the IP Office systems that support embedded voicemail memory cards To configure an IP Office for embedded voicemail ds 2 3 10 11 12 13 14 Start IP Office Manager and receive the IP Office configuration Display the System configuration form Click the System tab The Locale setting should match the language for spoken prompts required from the embedded voicemail See Languages Supported e f it is not correct consult with the customer first This Locale setting controls many default aspects of IP Office operation and so should normally already be set to match the customer s locale Click the Voicemail tab From the Voicemail Type list select Embedded Voicemail e Embedded Voicemail cannot be used with Voicemail Lite or Voicemail Pro The presence of a Voicemail Lite or Pro server on the same network may cause Embedded Voicemail to fail even when the IP Office system is correctly set to Embedded Voicemail Set the Maximum Record Time for messages and prompts to the value required by the customer The allowable range is 5 to 180 seconds with 120 seconds as default Click OK From
15. current versions of documentation go to the Avaya Support web site http www avaya com support or the IP Office Knowledge Base http marketingtools avaya com knowledgebase Avaya Support Avaya provides a telephone number for you to use to report problems or to ask questions about your contact center The support telephone number is 1 800 242 2121 in the United States For additional support telephone numbers see the Avaya Web site http www avaya com support Page 2 Embedded Voicemail Installation Guide 15 601067 Issue 4 25 May 2006 IP Office Table Of Contents IntrOd ucti n u uuu ise 5 ADboO L4nIS G Id8 anclado ii TY yeni Pusa yG YO 5 IP Office Embedded Voicemalil u essere eenn ees 7 Cen OW DS E a a aS a 7 What s New in IP OTCE e unu Sed nA NG enu li abba 8 Embedded Voicemail Mailbox Features ista ia TG Y ld TT 9 Languages Supporte0 A dsc eed HEH FFR FYN AR EF FER HEH FFYN 10 Upgrading to IP Office 3 0 ct a GA a nea acts OU ARR s 10 Installing Embedded VoicemailacceceGeCeeieGi ed G COD donn aaa 11 OVNI aaa 11 SEU MO a aid 12 System aa a ane AC I att Nec ate eet aN Rate eile 12 User Mailboxes e emisario O TAG GANN aca CHAR dyd don 12 H ntGroup BAIS OX su Gu iad u e OU AN GON reads OAN GG 13 A to Attendant ollo nece A Sypaaa 14 Time Profl REDIR YFED NN EN ANFON FN ces HA FR EN YND FRO Gata RUN HI AYN qepa aba a ae abu
16. mailbox to that number Embedded Voicemail System Comparison Feature Small Office Edition IP406 V2 Storage 10 Hours 15 Hours Maximum Simultaneous Up to 3 on VC3 system 4 Connections Compression Method Memory Type 64MB Compact Flash in PCMCIA 512MB Compact Flash carrier 3 or 16 channels built into control unit motherboard Not reguired Up to 10 on VC16 system Maximum Individual Adjustable up to 180 seconds Adjustable up to 180 seconds Message Length default 120 seconds default 120 seconds Auto Attendant Yes Yes Embedded Voicemail Installation Guide Page 9 IP Office 15 601067 Issue 4 25 May 2006 Embedded Voicemail Installation Guide e Maximum Simultaneous Connections For Small Office Edition systems this figure may be reduced whenever voice compression channels are already in use for VoIP call support Major Features Not Supported e User trusted source settings The use of V numbers in the user Source Numbers to bypass the mailbox access code is not supported e Call Recording e Voicemail Email e Hunt Group Queued and Still Queued Messages Languages Supported From 3 0 Embedded Voicemail supports a range of language prompt sets The IP Office system Locale setting is used to determine the default language prompts used This can be overridden for individual user mailboxes by setting a different user Locale in the system configuration If the default language requ
17. shorter on subsequent system restarts Upgrading Prompts Using a Memory Card Reader This method uses a third party memory card reader capable of reading and writing to a Type Il Compact Flash memory card It requires the IP Office to have already been upgraded to IP Office 3 0 and to be restarted 1 Remove the memory card from the IP Office control unit and if necessary from its PCMCIA carrier 2 Following the memory card reader manufacturer s instructions insert the memory card into the memory card reader 3 Open the additional removable drive available on the PC The folders should include a folder Ivmail Double click the Ivmail folder to open it e The existing files in this folder include user messages and greetings Do not delete any existing files They also include pre IP Office 3 0 embedded voicemail prompts which should be retained should it be necessary to downgrade the IP Office system Insert the IP Office 3 0 Administrator Application into the PC s CD drive 5 When the installation wizard runs select Cancel Using Explorer or My Computer right click the CD drive icon and select Open to view files on the CD without running the installation wizard Open the folder LVMSOUND 8 The next step depends on the IP Office control unit type e For an IP406 V2 control unit double click the G711 Files folder to open it s For a Small Office Edition control unit double click the G723 Files folder to open it Embedded Voicem
18. the View menu select TFTP Log to start the TFTP Log so that you can observe the correct transfer of prompt files to the memory card Note e You can also use IP Office Monitor to monitor embedded voicemail installation For information see Monitoring Embedded Voicemail Arrange the TFTP Log and Manager windows so that you can see both or at least click between each rapidly Click to send the configuration change back to the control unit Select Immediately or When Free as the Reboot Mode As soon as possible click Close and switch to viewing the TFTP Log window You should see the following a The configuration file being sent to the control unit followed by a reboot request b If there are any 4600 5600 Series IP telephones attached to the IP Office requests for 46XXupgrade scr and possibly other files c Requests for the HoldMusic wav file may appear These repeat up to 3 times if no file is available d The IVMSounds files that contain the Embedded Voicemail prompts being sent When the transfer of the prompt file is complete allow at least a further 5 minutes for the prompts to be transferred from the system memory to the memory card From an extension on the system dial 17 The embedded voicemail should answer and start to give you prompts Page 18 Embedded Voicemail Installation Guide 15 601067 Issue 4 25 May 2006 IP Office Installing Embedded Voicemail Upgrading Prompts For IP Office 3 0 and higher e
19. 06 IP Office Installing Embedded Voicemail Overview Ensure that you have read and fully understood this documentation before installing embedded voicemail This will ensure that you are familiar with the equipment and information required to complete the installation and the aspect of IP Office system configuration that affect embedded voicemail The installation process can be divided into a number of steps as follows 1 Gather Setup Information The Setup Information section contains a number of forms which can be used to gather customer information about reguired settings Completing these forms before installation will assist in speeding up the installation process Hardware Installation This covers the physical installation of the memory card and if necessary voice compression channels This process varies according to the IP Office control unit type System Configuration Set the IP Office to use embedded voicemail and set the maximum record time for messages greetings and prompts User Mailbox Configuration Configure the personal settings for individual users Hunt Group Mailbox Configuration Configure the settings for any hunt groups where voicemail is reguired This includes configuring message waiting indication and mailbox access which are not enabled by default Auto Attendant Configuration Set up any reguired auto attendant services and associate them with incoming call routes Embedded Voicemail Installation Guide
20. 10 lmS PRN LAW A PRI 0 BRI 0 ALOG 4 ADSL 0 VCOMP 5 MDM 0 WAN 0 MODU 0 LANM 0 CkSRC 0 VMAIL 0 VER 0 TYP 3 CALLS 0 TOT 2 Click Filters and then Trace Options The following options must be selected in order for the monitor trace to include embedded voicemail events e On the Call tab select Embedded Voicemail e On the System tab select Print e The Trace Color selection on the System tab is applied to embedded voicemail events 10 Click OK 11 Embedded voicemail events are now shown in the Monitor trace when running These events are all prefixed LV Embedded Voicemail Installation Guide Page 21 IP Office 15 601067 Issue 4 25 May 2006 Embedded Voicemail Installation Guide Page 22 Embedded Voicemail Installation Guide 15 601067 Issue 4 25 May 2006 IP Office User Mailbox Configuration User Mailboxes Embedded voicemail creates a mailbox for each user on the IP Office system Calls are routed to the mailbox whenever the user s extension is busy or does not answer within the users allocated answer interval This includes calls that are forwarded to another internal destination An individual user s mailbox can be configured either through the mailbox and system short codes refer to the Embedded Voicemail User Guide or by configuring the user settings in the IP Office Manager For more information see Mailbox Configuration s Message Waiting Indication If supported by the user s current extension the user will r
21. AVAYA IP Office Embedded Voicemail Installation Guide 15 601067 Issue 4 25 May 2006 O 2006 Avaya Inc All Rights Reserved Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing Avaya Inc can assume no liability for any errors Changes and corrections to the information in this document may be incorporated in future releases Documentation Disclaimer Avaya Inc is not responsible for any modifications additions or deletions to the original published version of this documentation unless such modifications additions or deletions were performed by Avaya Link Disclaimer Avaya Inc is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this Documentation and Avaya does not necessarily endorse the products services or information described or offered within them We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked pages License USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE AT http support avaya com Licenselnfo GENERAL LICENSE TERMS IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS YOU MUST RETURN THE PRODUCT S TO THE POINT OF PURCHASE WITHIN TEN 10 DAYS OF DELIVERY FOR A REFUND OR CREDIT Avaya grants
22. For system other than the IP401 the default maximum message length is increased to 2 minutes IP Office 3 0 allows this to be adjusted up to 3 minutes in the system configuration Four Digit Mailbox Access Code Mailbox access codes where set are forced to a minimum of 4 digits maximum is 15 digits Remote Mailbox Access Mailbox access without a specified user name will trigger a reguest for the mailbox number and then the mailbox access code if set This allows remote mailbox access through the creation of appropriate short codes or selecting Voicemail as an Incoming Call Route destination Mailbox Help Mailbox users can dial 4 for help prompts These help prompts are also played automatically following the playing of the last message in a mailbox Voicemail Reception Number Callers leaving messages can dial 0 to be transferred to the mailbox user s Voicemail Reception number This number is set through the IP Office configuration Multi Lingual Operation For systems other than the 1P401 the user Locale can be used to override the system Locale to set which language prompts are used See Languages Supported Prompt Pre Load All prompts for IP Office 3 0 embedded voicemail are now pre loaded onto new memory cards when supplied The previous TFTP transfer of prompts used during installation is no longer reguired except during upgrades of existing memory cards Record Greeting short code feature renamed Auto Attendant A minor cha
23. Provides up to 15 hours of uncompressed message storage The card slots into the C F TII slot on the front of the control unit e IP Office Small Office Edition Uses an Avaya supplied 64MB Compact Flash memory card within a PCMCIA card carrier Provides up to 10 hours of compressed message storage The PCMCIA card carrier slots into either of the PCMCIA slots on the back of the control unit Voice Compression Channels Messages and prompts stored on the Small Office Edition memory card are compressed using the IP Office control unit s voice compression channels Thus voice compression channels are required during any voicemail accesses It is important to note that the same voice compression channels are also used for VoIP calls e IP Office Small Office Edition On the Small Office Edition voice compression channels are pre built into the control unit Small Office Edition control units are available in 3 channel and 16 channel variants An existing Small Office Edition control unit cannot be upgraded to add further voice compression channels s IP Office 406 V2 Control Unit Does not require or use voice compression channels for embedded voicemail IP Office Manager Application During installation connection to a PC running the IP Office Manager application is required This is required for IP Office configuration and occasionally for TFTP transfer of the prompt files Note that Embedded Voicemail cannot be used in conjunction with Voicemai
24. ail Installation Guide Page 19 IP Office 15 601067 Issue 4 25 May 2006 Embedded Voicemalil Installation Guide 9 10 11 12 13 14 15 16 There should be a folder for each language supported for example ENG for UK English ENU for US English and so on Drag and drop each of the language folders from the CD to the vmail folder on the memory card e lf a set of language folder already exists you will be asked to confirm the action Select Yes to all for the folder replace and for the following file replacement query Following the transfer e Select all the language sub folders in the vmail folder e Right click and select Properties e Under Attributes click to remove any check mark set against Read Only e Click OK If asked select Apply to all Folder sub folder and files Again following the memory card reader manufacturer s instructions remove the memory card from the memory card reader With USB memory card readers use the Windows Unplug or Eject Hardware wizard Reinsert the memory card into the IP Office control unit Restart the IP Office control unit by removing and then reapplying power Wait approximately 10 minutes following the restart for the IP Office to scan the new prompts it has available e The IP Office Monitor application can be used to show this activity See Monitoring Embedded Voicemail Test embedded voicemail operation by dialing 17 at an extension Upgrading Prompts Using
25. ail Rin User Extension gt Voicemail Ringback Off Emulation gt Follow Me gt Voicemail Ringback On Forward gt Appearance gt Hold gt HuntGroup gt Miscellaneous gt Edit Shortcode Action Button No Action Data Label Cancel Action Action Data 1 Start IP Office Manager and receive the IP Office configuration 2 Click User to display the list of existing users 3 Double Click the reguired user 4 Click the Button Programming tab 5 Click the Action field of the button you want to program Click Edit A list of advanced function categories is displayed Select Voicemail to display the list of voicemail features 6 Select the feature reguired Page 38 Embedded Voicemail Installation Guide 15 601067 Issue 4 25 May 2006 IP Office Voicemail Collect Allows access to a mailbox to collect or leave messages The mailbox and action are determined by the associated telephone number This takes the form Name for message collection and Name for leaving a message The Name part must match the user or hunt group name set in the IP Office configuration On suitable phones the DSS key displays VMCol followed by the name Voicemail On This feature switches the diversion of calls to the user or group mailbox on off When programmed on a DSS key the action toggles so no separate Voicemail Off key is reguired On suitable phones the DSS key displays VMOn Voicemail Ringback On This feat
26. ant short code feature can be used to connect to a particular auto attendant The Telephone Number field takes the form AA followed by the Auto Attendant service name In the example below dialing 98 would connect the user with the auto attendant named AutoAttend Ez 98 VoicemailCollect Short Code Code 98 Feature Auto Attendant v Telephone Number A amp Auta amp ttend Line Group Id n Locale v Force Account Code C Once a short code for a particular auto attendant has been created callers can be transferred as follows 1 Place the caller on hold 2 Dialthe auto attendant short code 3 Hang up Auto Attendant Remote Access A useful function in auto attendants is to let callers access their own voicemail mailbox This can be achieved by first creating a short code and using this short code as an auto attendant destination 1 Start IP Office Manager and receive the Small Office Edition system configuration 2 For the user or hunt group for which you want to create remote access open their settings and on the Voicemail tab ensure that a Voicemail Code has been set Remote access will not work without this 3 Click 9 Shortcode in the left hand configuration tree panel 4 Right click the list of existing short codes and select New Embedded Voicemail Installation Guide Page 33 IP Office 15 601067 Issue 4 25 May 2006 Embedded Voicemalil Installation Guide 5 Create a short code such as the follow
27. button or Phone Manager speed dial Embedded Voicemail Installation Guide Page 29 IP Office 15 601067 Issue 4 25 May 2006 Embedded Voicemail Installation Guide Example Auto Attendant Setup The following process shows by example the setup for an auto attendant on embedded voicemail For this example 5 e The customer wants all incoming calls to go to an auto attendant e The auto attendant should give callers the option to press 0 for reception hunt group 200 1 for sales hunt group 301 or 2 for support hunt group 302 e Separate time profiles have already been configured for the customer s morning and afternoon hours of business Start IP Office Manager and receive the Small Office Edition system configuration In the left hand configuration tree panel click EU Auto Attendant The right hand panel will show any existing auto attendants Place the cursor over the right hand panel and right click Select New E AutoAttendant Fur e Auto ttendant Actions Auto Attendant Configuration Name Autodttendant Time Profile Shortcode Morning Morning v Aftemoon Aftemoon v Evening lt None gt v Menu Options Maximum Inactivity 8 S In the Name field enter the name for the auto attendant This can be up to 12 characters in length For the different time periods Morning Afternoon and Evening use the Time Profile drop down to select the appropriate time profile e Note the short codes t
28. d for embedded voicemail Compact Flash cards from other sources cannot be used for embedded voicemail 1 Switch off the IP office unit before you insert the memory card Warning e You must always switch off the IP Office before you insert or remove a memory card 2 Insert the memory card into the C F TII card slot on the front of the IP406 V2 control unit Insert the card with the memory card label upwards As you insert the card the card eject button adjacent to the slot will come out 3 Switch on the IP office unit 3 System Configuration The system can now be configured for embedded voicemail See Configuring an IP Office for Embedded Voicemalil Page 16 Embedded Voicemail Installation Guide 15 601067 Issue 4 25 May 2006 IP Office Installing Embedded Voicemail Small Office Embedded Voicemail Installation The following sections detail the process for installing and testing embedded voicemail for a Small Office Edition system 1 Reguirements Hardware e IP Office Small Office Edition control unit with VC voice compression channels e Existing systems cannot be upgraded to add additional voice compression channels e Avaya 64MB Small Office Memory Compact Flash Card This is supplied with a PCMCIA memory card carrier Configuration e PC connected to the IP Office network with the following installed from the IP Office Administration CD e IP Office Manager application e IP Office Monitor application 2 C
29. dware wizard Reinstall the memory card into the IP Office control unit Restoring Messages Greetings and Prompts Only perform this procedure if absolutely necessary It will overwrite all existing mailbox messages and greetings Note also that this procedure requires the IP Office system to be fully rebooted 1 On the PC located the backup copy of the Ivmail folder 2 Remove the memory card from the IP Office control unit and if necessary from its PCMCIA carrier 3 Following the memory card reader manufacturer s instructions insert the memory card into the memory card reader Open the additional removable drive available on the PC and open the Ivmail folder Delete the contents of the Ivmail folder on the memory card and replace with the contents of the Ivmail folder from the PC 6 Again following the memory card reader manufacturer s instructions remove the memory card from the memory card reader With USB memory card readers use the Windows Unplug or Eject Hardware wizard Reinstall the memory card into the IP Office control unit Remove and then reapply power to the IP Office control unit to ensure a full reboot Embedded Voicemail Installation Guide Page 41 IP Office 15 601067 Issue 4 25 May 2006 Embedded Voicemail Installation Guide Loading Other Files onto the Memory Card The Compact Flash memory card used with the Small Office Edition and IP406 V2 systems can be used to store files other than those used for e
30. eceive message waiting indication whenever their mailbox contains new messages The type of message waiting indication will depend on the telephone e Mailbox Access The standard default short code 17 can be used to access an extensions associated user mailbox Other methods of mailbox access can be configured e Ringback Embedded voicemail can be set to ring the user whenever they have new messages in their mailbox This ringback is triggered the completion of a call at the user s extension Ringback from a hunt group mailbox containing new messages may also occur if the user is configured to receive hunt group message waiting indication e Voicemail On Off The sending of calls to the user s mailbox can be switched off Note however that this does not stop other methods of leaving messages directly in the user s mailbox e Access Code An access code can be assigned to the mailbox Anyone accessing the mailbox must first enter this code followed by a before they can collect messages The access code can be reset by the user once they are in their mailbox e Voicemail Reception Setting a Voicemail Reception number for a user allows callers leaving a message in their mailbox to dial 0 to be transferred to that number If used this feature should be announced in the mailbox greeting prompt WARNING Changing User Names Mailboxes are created based on the unique user name within the IP Office configuration Changing a user name will ass
31. email Installation 17 Small Office Memory Card 17 SNMP 8 SNMP Disk Full Warning 8 Source Numbers 9 24 26 Spanish 10 Spanish Argentina 10 Spanish Mexico 10 Speed Dials 32 Start 18 19 42 TFTP Log 18 Start IP Office Manager 18 30 Start Time 12 Still Queued Messages 9 Support 30 calls 30 Supported Features 9 Sve 10 Swedish 10 SysMonitor 4 1 21 System 18 19 21 42 System Administrator 9 and or 9 System Configuration 11 16 17 18 open 18 System Settings 12 System Short Codes 29 T Telephone Number 26 32 37 40 Tells 42 IP Office 42 TFTP 7 8 10 19 42 TFTP Log 18 Arrange 18 start 18 TFTP Log window 18 TFTP Server IP Address 19 42 set 19 42 Time Profile 12 29 30 use 30 Timeout 8 TOT 21 Trace Color 21 Trace Options 21 Transferring 12 29 30 32 33 Action 33 Call Using 32 Calls 32 Fallback Destination 30 Operator 12 29 30 Embedded Voicemail Installation Guide IP Office Index TYP 21 Type 19 CD 19 Type Il Compact Flash 16 19 writing 19 Type send711 bat 19 Type send723 bat 19 U UK English 19 ENG 19 Uncompressed Prompts 19 Under Attributes 19 Up Backing 41 Up Messages 41 Backing 41 Upgrading 10 19 IP Office 3 0 10 Prompts 19 Prompts Using 19 Prompts Using TFTP File Transfer 19 US English 19 ENU 19 USB 19 41 Use 7 9 12 19 30 41 24 hour 12 Avaya 7 Time Profile 30 VolP 9 Windows Unplug 19 41 U
32. ernoon and then Evening e Menu Options Prompt The greeting prompt is followed by a menu options prompt This is used to inform the caller of the auto attendant options e Actions Each of the normal DTMF dialing keys and 0 to 9 can be assigned to an action Callers can dial through prompts that is press an action key whilst listening to the greetings prompts The choice of actions is e Transfer to Operator Transfers the caller to a specified number Operates the same as the Normal Transfer option below e Normal Transfer Transfers the caller to a specified number This is an unsupervised transfer that is if busy or unanswered the call will follow the settings of the target user or hunt group If the destination field is left blank callers can dial the extension number that they require Note however that no prompt is provided for this option e Replay Greeting Repeat the auto attendant greetings e Not Defined Take no action e Recording Prompts When a new auto attendant is created a number of short codes are automatically added to the System Short Codes table One short code is created for each auto attendant prompt The short codes allow an extension user to record the associated prompt e Routing Caller to an Auto Attendant An integral voicemail auto attendant created can be specified as a destination in the IP Office Incoming Call Routes table Internal callers can access an auto attendant through a programmed DSS
33. hat have been automatically created and appear greyed out Set the required Maximum Inactivity time This is how long after playing the prompts the auto attendant should wait for a valid key press If exceeded the caller is transferring to the Fallback Destination in the Incoming Call Route used to route their call to the auto attendant or disconnected The time can be set between 5 and 20 seconds the default is 8 seconds Page 30 Embedded Voicemail Installation Guide 15 601067 Issue 4 25 May 2006 IP Office Auto Attendant Configuration 8 Click the Actions tab E AutoAttendant et gt X LLL si A Auto Attendant Actions Action Destination Transfer To Operator Main Normal Transfer Sales Normal Transfer Support Not Defined Not Defined Not Defined Not Defined Not Defined Not Defined Not Defined Not Defined Not Defined T tr D CO J Cn Cn CO co lt gt e For the Key 0 row Click the Action box Use the drop down that appears to select Transfer to Operator Click the Destination box Use the drop down that appears to select the required destination for this example the group Main e For the Key 1 row Click the Action box Use the drop down that appears to select Normal Transfer Click the Destination box Use the drop down that appears to select the required destination for this example the group Sales Note that if the destination field is left blank callers can dial the user extens
34. hecking for Voice Compression Channels The number of voice compression channels in the Small Office Edition control unit either 3 or 16 controls the maximum number of simultaneous embedded voicemail calls The number of voice compression channels is indicated by the label on the control unit 1 Look at the label on the base of the control unit 2 AL ihe top of the label the line SMALL OFFICE is followed by a list of the components within the unit The number of voice compression channels is indicated by VC and a number As with all IP Office control units the number of installed voice compression channels can also be check using the IP Office Monitor application See Monitoring Embedded Voicemail 3 Install the Memory Expansion Card The Small Office Memory Card is supplied with a PCMCIA card carrier 1 Insert the Memory Card into the PCMCIA card carrier 2 The PCMCIA card carrier can be inserted into either of the PCMCIA card slots on the rear of the Small Office Edition control unit e Due to the raised shape of the optional Small Office wireless card we recommend that the Small Office Memory Card carrier is inserted in Slot A leaving Slot B free This allows either card to be inserted or removed without having to remove the other e Insert the carrier with the memory card label pointing upwards As the carrier is inserted the card eject button for the PCMCIA slot will come out 4 System Configuration The system can now be
35. hort codes section and rebuilt in the user short codes of a trusted user Using the Dial feature the short codes can be assigned to a DSS key This allows quick access and recording of any prompts that change freguently Page 34 Embedded Voicemail Installation Guide 15 601067 Issue 4 25 May 2006 IP Office Auto Attendant Configuration Cascading Auto Attendants Using an auto attendant short code one auto attendant can be accessed from another For some customers this may provide added flexibility Note that only 4 auto attendant services are supported and linking auto attendant services may increase the time callers remain in the services reducing the number of free voicemail and auto attendant connections for other callers The follow example short code will connect a caller to an auto attendant service named AutoAttend YM A dc x lt lt Short Code Code 98 Feature Auto Attendant v Telephone Number A amp Auta amp ttend Line Group Id n Locale v Force Account Code Within another auto attendant the short code 98 could be set as the Destination for a Normal Transfer Embedded Voicemail Installation Guide Page 35 IP Office 15 601067 Issue 4 25 May 2006 Embedded Voicemail Installation Guide Page 36 Embedded Voicemail Installation Guide 15 601067 Issue 4 25 May 2006 IP Office Miscellaneous Short Codes Embedded voicemail supports many of the same short codes available for Voicemail Lite
36. hunt group mailbox Short Code and DSS Key Access A short code can be created for hunt group mailbox access This can be a system wide or user specific short code For information about setting up short codes see the IP Office Manager help or guide 99 VoicemailCollect Short Code Code 99 Feature Voicemail Collect Telephone Number Main Line Group Id Locale Force Account Code O The Voicemail Collect feature and hunt group mailbox name can also be assigned to a user s DSS key Remote Access The standard methods for remote mailbox access for users also apply to hunt group mailboxes Embedded Voicemail Installation Guide Page 27 IP Office 15 601067 Issue 4 25 May 2006 Embedded Voicemail Installation Guide Page 28 Embedded Voicemail Installation Guide 15 601067 Issue 4 25 May 2006 IP Office Auto Attendant Configuration Auto Attendant Overview In addition to basic voicemail operation the IP Office Small Office Edition and IP Office 406 V2 support the creation of auto attendants using embedded voicemail Up to 4 auto attendants are supported on any one system Each auto attendant consists of e Greeting Prompts Separate morning afternoon and evening out of hours greetings prompts Which prompt is used is defined by associate Time Profiles e In situations where time profiles are absent overlap or conflict the order of precedence given is to time profiles assigned to Morning Aft
37. ing Indication 23 25 27 Messages 27 41 Restoring 41 MODU 21 Monitor application 21 Monitor Started IP 21 Monitoring 21 Embedded Voicemail 21 Morning 29 Msgs 27 Multi Lingual Operation 8 My Computer 19 Page 45 15 601067 Issue 4 25 May 2006 Embedded Voicemalil Installation Guide N Name 30 32 34 37 38 Name 32 Name x 34 37 New 32 33 Night Service Destination 30 Night Service Time Profile 30 Nid 10 Non Avaya 42 Normal Transfer 12 29 30 35 Destination 35 Normal Transfer key 40 Norwegian 10 Number 32 AA 32 O Off 12 OK 8 18 19 21 24 26 30 32 33 38 42 On off 37 38 Open 18 19 41 Ivmail 41 System Configuration 18 Operator 12 29 30 33 Transfer 12 29 30 Options Prompt 29 Overview 7 IP Office Embedded Voicemail 7 P PC 7 16 17 19 41 42 requires 41 PCMCIA 7 9 17 19 41 PC s 41 PC s CD 19 Phone Manager 27 29 32 Phone Manager Users 27 Portuguese 10 Portuguese Brazilian 10 Possible Values 12 Power 41 IP Office 41 Pre 3 0 19 Pre IP Office 3 0 19 Press 32 DSS key 32 PRI 21 Print 21 Pro 7 18 Programs 18 21 30 Prompt Pre Load 8 Prompt Short Codes 34 Prompt Source 19 Prompts 8 19 29 34 41 Changing 34 Greeting 29 IP Office 3 0 8 Recording 29 Upgrading 19 Prompts Using 19 Upgrading 19 Prompts Using TFTP File Transfer 19 Upgrading 19 Page 46 15 601067 Issue 4 25 May 2006 Prope
38. ing example E 99 VoicemailCollect Short Code Code 99 Feature Voicemail Collect v Telephone Number Line Group Id n Locale v Force Account Code C Click OK to add the new short code In the auto attendant select the key that the caller should use Set its Action to Transfer to Operator Set the destination to 99 8 Click OK and use to send the configuration back to the Small Office Edition External callers to the auto attendant selecting that right option will now be challenged to enter the mailbox number and then the mailbox access code Each should be followed by If entered correctly they will be able to collect messages Changing Prompts and Prompt Short Codes The short codes automatically created for each auto attendant allow the recording of the various auto attendant prompts The short code telephone number indicates the name of the auto attendant service and which prompt the short code records The telephone number part takes the form AA Name x where Name is the name of the auto attendant service and x is 1 for the morning greeting 2 for the afternoon greeting 3 for the evening greeting and 4 for the menu options prompt When using any of these short codes users are given the option 1 to hear the current prompt 2 to record a new prompt and 3 to save the new prompt To prevent abuse of these default short codes they can be deleted or changed They can also be removed from the system s
39. ion number that they require Note however that no prompt is provided for this option e Repeat for the Key 2 row to route calls to the Support hunt group e Click OK 9 Click 9x Shortcode in the left hand configuration tree The existing system short codes are displayed in the right hand panel Scroll or sort this list to display the short codes created for the auto attendant e The telephone number part of the short code indicates the name of the auto attendant and which prompt These are in order that is 1 for morning greeting 2 for afternoon 3 for evening and 4 for menu actions 10 Click o Incoming Call Route in the left hand configuration tree The existing incoming call routes are displayed in the right hand panel For our example we want to alter the default incoming call route used for voice calls 11 Double Click the incoming call route with its destination currently set to Main 12 Click the Destination drop down box and select AA AutoAttend This will now route all incoming voice calls on lines in Line Group O the default to the auto attendant e _ In this example a Fallback Extension has also been set to route calls direct to the Main hunt group This will be used for callers in the auto attendant who do not make a valid Key press within the auto attendants Maximum Inactivity time e Another auto attendant could be created to provide options for when the Main Sales and Support hunt groups are not open This could then
40. ired does not match the system locale the required language locale settings must be entered for all users through their individual user settings The following languages are supported for Embedded Voicemail The matching configuration Locale setting is shown in brackets e Danish dan e Italian ita e German deu e Japanese jpn e English UK eng e Korean kor e English US enu e Dutch nld e Spanish esp e Norwegian nor e Spanish Mexico esm e Portuguese ptg e Spanish Argentina ess e Portuguese Brazilian ptb e Finnish fin e Russian rus e French fra e Swedish sve e French Canadian frc e Chinese chs Upgrading to IP Office 3 0 The method of transferring and handling prompts was changed in IP Office 3 0 so that prompts are no longer transferred from a Manager PC using TFTP following a system restart For existing systems with embedded voicemail the voicemail remains inactive after an IP Office control unit has been upgraded to 3 0 To reactivate the embedded voicemail the new 3 0 prompt set needs to be loaded onto the memory card This action is required only once See Upgrading Prompts New embedded voicemail memory cards are now supplied with the necessary prompts pre installed In cases where an older card without prompts is supplied the 3 0 prompt set needs to be loaded onto the memory card Again see Upgrading Prompts Page 10 Embedded Voicemail Installation Guide 15 601067 Issue 4 25 May 20
41. l Lite or Voicemail Pro The presence of a running Voicemail Lite or Pro server on the same network may cause Embedded Voicemail to fail Embedded Voicemail Installation Guide Page 7 IP Office 15 601067 Issue 4 25 May 2006 Embedded Voicemail Installation Guide What s New in IP Office 3 0 There are no changes to Embedded Voicemail in release 3 2 The following changes were made in version 3 0 of IP Office Page 8 IP406 V2 Support The IP Office IP406 V2 control unit is supported using a 512MB uncompressed Compact Flash memory card Auto Attendant Timeout Following the playing of the auto attendant prompts the auto attendant will wait 8 seconds for a key press If the auto attendant was accessed via an Incoming Call Route with a Fallback Destination set inactive callers are transferred to that destination otherwise the caller is disconnected IP Office 3 0 allows the auto attendant timeout to be adjusted within the system configuration Auto Attendant Dial In Access The destination for an auto attendant transfer action can now be left blank This will cause users to be prompted to dial the number they reguire The number dialed must match a valid user or hunt group extension number Message Playback Completion Following the playing of the last message in a mailbox the user is no longer automatically disconnected The user will be played a help menu and only disconnected after a period of inactivity Maximum Message Length
42. mail 7 24 Overview 7 IP Office Incoming Call Routes 29 IP Office IP406 V2 8 IP Office IP406 V2 Control Unit 7 IP Office Manager 19 IP Office Manager Application 7 16 17 IP Office Monitor 18 IP Office Monitor application 17 19 21 IP Office Phone Manager 9 25 26 IP Office Small Office Edition 7 17 19 29 IP Office Voicemail Lite 24 26 IP Office s LAN1 IP 19 IP401 8 IP406 V2 8 9 16 19 42 voicemail 16 IP406 V2 Installation 16 IP406 V2 Support 8 Ita 10 Italian 10 IVMSounds 18 sending 18 J Japanese 10 Jpn 10 Just AA 37 Embedded Voicemail Installation Guide IP Office Index K Key Repeat 30 Kor 10 Korean 10 L LAN1 IP 42 Languages Supported 10 LANM 21 LAW 21 Line Group 30 Loading 42 Files 42 Locale 8 10 18 LV 21 Lvmail 19 41 CD 19 copy 41 open 41 LVMSound 19 LVMSound G711 Files 19 LVMSound G723 Files 19 M Mailbox Access 23 25 Mailbox Help 8 Main 26 27 30 37 direct 30 set 30 Major Features Not Supported 9 Manager 18 24 30 33 38 Manager PC 10 42 Manager PC s IP 42 back 42 Maximum Inactivity 12 30 32 Maximum Individual Message Length 9 Maximum Message Length 8 Maximum Record Time 12 18 Set 18 Maximum Simultaneous Connections 9 MDM 21 Memory Card 7 17 Insert 17 Memory Card Reader 19 Memory Expansion Card 16 17 Install 16 17 Memory Type 9 MENU 27 MENU key 27 Message Playback Completion 8 Message Wait
43. mbedded voicemail For example it can store the holdmusic wav file Notes Compact Flash memory cards that are not supplied by Avaya can be used for this type of file storage However they cannot be used for embedded voicemail If a memory card supplied by Avaya is used any files stored in this way will reduce the message storage capacity of the Compact Flash memory card Configuring the File Source This process allows a specified PC to send files to the memory card and tells the IP Office system to use the memory card 1 2 3 4 o Start IP Office Manager and receive the IP Office configuration Display the System configuration form Click the System tab In the File Writer IP Address box type the IP address of the PC from which sending files to the memory card will be allowed Use to send this configuration back to the control unit and allow it to reboot 6 Open a command window in Windows From the command window you can use TFTP to upload files to the memory card For example c Ntftp i 192 168 42 1 put c holdmusic wav This command will send the file c holdmusic wav to the LAN1 IP address of the IP Office control In the example shown this address is 192 168 42 1 For additional information about the TFTP command enter TFTP e f a destination needs specifying the memory card is treated as the IP Office s drive a Using IP Office Manager receive the IP Office system configuration again 7 On the Sys
44. mbedded voicemail memory cards are supplied with the necessary prompt files pre installed Previous releases required that the prompts be initially transferred using TFTP from a PC running IP Office Manager Therefore the processes below should only be required when upgrading an existing pre 3 0 memory card or when the documentation for future releases indicates that the range of available embedded voicemail prompts has changed Prompt Source and Destination Location All the prompts for embedded voicemail can be found in the LVMSound folder on the IP Office Administrator Applications CD There are two sets one for compressed memory cards in the G723 Files folder and one for uncompressed memory cards in the G711 Files folder Each set contains a folder for each supported language e IP Office Small Office Edition Compressed Prompts The sub folders in LVMSound G723 Files should be copied to LVMAIL on the compressed memory card e IP Office 406 V2 Uncompressed Prompts The sub folders in LVMSound G711 Files should be copied to LVMAIL on the uncompressed memory card The following sections cover two methods for copying the prompt folders to the required location In both cases following the copying the IP Office system should be restarted During the restart the new prompt files are scanned and processed by the IP Office system This can take up to 10 minutes before embedded voicemail restarts with the new prompts This scanning process is much
45. ming Call Route 32 Normal Transfer 35 Destination and or Night Service Destination 40 Incoming Call Route 40 Destination Location 19 Deu 10 Dial 32 34 DSS key 32 Digit Mailbox Access Code 8 Digital Telephony 38 Direct 30 Main 30 Divert 24 26 voicemail 24 26 Doubel click 19 Downgrade 19 IP Office 19 DS 27 DSS 32 38 DSS button 29 DSS key 27 32 34 38 Dial 32 Press 32 DSS Key Access 27 DSS Key Programming 38 DTMF 29 E Eject Hardware 19 41 Embedded Voicemail 7 8 10 18 21 23 24 25 26 37 containing 18 Monitoring 21 Embedded Voicemail Mailbox Features 9 Embedded Voicemail System Comparison 9 Embedded Voicemail User Guide 23 25 refer 23 25 End Time 12 Eng 10 19 UK English 19 English UK 10 English US 10 Enter 19 21 Control Unit IP Address 21 Enter cmd 19 42 Enu 10 19 US English 19 Esm 10 Esp 10 Ess 10 Page 44 15 601067 Issue 4 25 May 2006 Evening 29 30 Example Auto Attendant Setup 30 Existing 7 Small Office Edition 7 F Fallback Destination 8 12 30 transferring 30 Fallback Extension 30 Fallback Extension and or Night Service Destination 32 File Source 42 Configuring 42 File Writer IP Address 19 42 set 19 42 Files 42 Loading 42 Filters 21 Finnish 10 Folder 19 Following 10 IP Office 10 Fra 10 Fre 10 French Canadian 10 G G711 Files 19 G723 Files 19 Gather Setup Information 11 German 10 Greeting 29
46. nge is the renaming of the Record Greeting short code feature to Auto Attendant to more accurately reflect its usage Embedded Voicemail Installation Guide 15 601067 Issue 4 25 May 2006 IP Office IP Office Embedded Voicemail SNMP Disk Full Warning On IP Office systems configured for SNMP a disk full alarm is generated when the embedded voicemail memory card reaches 90 full In addition a critical space alarm is generated at 98 full 99 for the IP406 V2 and an OK alarm is generated when the disk space returns to below 90 full e Note When the critical disk space limit is reached the Embedded Voicemail will not record any more messages However calls are not advised of this and are still prompted to leave messages Embedded Voicemail Mailbox Features Supported Features Hunt group and user voicemail for the leaving and collection of messages Auto attendant on Small Office Edition For security a voicemail access code can be assigned to any mailbox This can be changed by the mailbox user and or the System Administrator Message waiting indication to suitable phones and IP Office Phone Manager Message waiting indication for hunt group mailboxes can be assigned to specified users Internal ringback on new messages Short code features for collecting messages leaving messages voicemail on off and ringback on off A voicemail reception number can be set for user mailboxes Callers dialing 0 are transferred from the
47. ociate that user with a new mailbox If it is necessary to change a user name ensure that they have played and deleted all messages first If a user name is changed without clearing the original mailbox it will be necessary to create a short code based on the old user name in order to access the old mailbox Embedded Voicemail Installation Guide Page 23 IP Office 15 601067 Issue 4 25 May 2006 Embedded Voicemail Installation Guide User Mailbox Configuration 1 Start IP Office Manager and receive the IP Office configuration Click User to display the list of existing users 2 3 Double Click the name of the required user 4 Click the Voicemail tab This tab includes settings that are used by IP Office Voicemail Lite and Voicemail Pro For embedded voicemail complete the following details Voicemail Code This field can be used to set a mailbox access code That code must then be entered and followed by by anyone attempting to retrieve messages from the mailbox If set the code should be 4 digits or longer Voicemail On When ticked calls to the user s number will divert to voicemail if busy or not answered within the users set allocated answer interval Voicemail Ringback When ticked following the completion of any call if the user s has new messages waiting the voicemail system will ring the user Note that ringback will also occur for any hunt group mailbox for which the user receives message waiting indication Howeve
48. r user mailbox ringback takes precedence over hunt group mailbox ringback when both contain new messages Voicemail Reception The number to which callers in the mailbox should be transferred if they dial 0 5 Make any changes reguired for the user and click OK 6 Repeat for any other users Use to save the new changes back to the IP Office system Page 24 Embedded Voicemail Installation Guide 15 601067 Issue 4 25 May 2006 IP Office Hunt Group Mailbox Configuration Hunt Group Mailboxes Embedded voicemail creates a mailbox for each hunt group on the IP Office system Calls are sent to the mailbox only when each available group member has been rung for the group s set ring time The group mailbox can be configured either through the mailbox refer to the Embedded Voicemail User Guide or through the hunt group settings in the IP office Manager For more information see Hunt Group Mailboxes s Message Waiting Indication By default there is no message waiting indication to any user for hunt group messages Users must be configured individually For more information see Hunt Group Message Waiting Indication e Mailbox Access By default there is no mailbox access to hunt group mailboxes to collect messages Users assigned hunt group message waiting indication may also gain access depending on their phone type or if using IP Office Phone Manager Otherwise an access short code must be created for the hunt group For more info
49. rmation see Hunt Group Mailbox Access e Ringback Embedded voicemail can be set to ring the user whenever they have new messages in a hunt group mailbox for which they receive message waiting indication This ringback is triggered the completion of a call at the user s extension e Voicemail On Off The sending of calls to the group s mailbox can be switched off Note however that this does not stop other methods of leaving messages directly in the mailbox e Access Code An access code can be assigned to the mailbox Anyone accessing the mailbox must first enter this code followed by a before they can collect messages The access code can be reset by the user once they are in the mailbox WARNING Changing Hunt Group Names Mailboxes are created based on the unique group name within the IP Office configuration Changing a group name will associate that group with a new mailbox If it is necessary to change a group name ensure that they have played and deleted all messages first If a group name is changed without clearing the original mailbox it will be necessary to create a short code based on the old group name in order to access the old mailbox Embedded Voicemail Installation Guide Page 25 IP Office 15 601067 Issue 4 25 May 2006 Embedded Voicemail Installation Guide Hunt Group Mailbox Configuration Embedded voicemail creates a mailbox for each hunt group on the IP Office system The group mailbox can be configured either thro
50. rs and prompt files The whole process of transferring the prompt files can take up to 30 minutes 11 12 13 When all the files have been transferred close the Command prompt window Restart the IP Office control unit by removing and then reapplying power When the IP Office has restarted wait approximately 10 minutes while it scans the new prompts that are available e The IP Office Monitor application can be used to show this activity See Monitoring Embedded Voicemail Test embedded voicemail operation by dialing 17 at an extension Monitoring Embedded Voicemail The IP Office Monitor application can be used to observe the operation of embedded voicemail 1 From the Start menu select Programs gt IP Office 2 Select Sh Monitor 3 From the File menu select Select Unit 4 Enter the Control Unit IP Address and password Depending on the IP Office system s configuration the password reguired is either the system password or the separate monitor password if set Check the Control Unit Type is set to P Office Click OK The Monitor application attempts to connect with the control unit If successful something similar to the following will appear SysMonitor 4 1 10 contact made with 192 168 42 1 at 08 17 24 5 2004 System 192 168 42 1 has been up and running for 10days 9hrs 40mins and 2secs 898802799mS OmS PRN Monitor Started IP 192 168 42 203 IP 401 2 1
51. rties 19 Ptb 10 Ptg 10 R Read Only 19 Rear 17 Small Office Edition 17 Reboot Mode 18 Receive 19 30 42 IP Office 19 42 Small Office Edition 30 Record Greeting 8 Recording 29 Prompts 29 Refer 23 25 Embedded Voicemail User Guide 23 25 Remote Access 27 40 Remote Mailbox Access 8 40 Repeat 30 Key 30 Replay Greeting 12 29 Requests 18 HoldMusic wav file 18 Require 7 19 41 IP Office 7 19 41 PC 41 Restoring 41 Messages 41 Restoring Messages 41 Ringback 23 24 25 37 38 Ringback on off 9 Routing 29 32 Caller 29 Incoming Calls 32 Run 7 19 21 42 10days 21 Voicemail Lite 7 Rus 10 Russian 10 s Sales 30 Select File 21 Select Immediately 18 Select Monitor 21 Select New 30 Select Start 21 30 Select Unit 21 Select View 18 Select Yes 19 Selecting 8 Voicemail 8 Send711 bat 192 168 42 1 19 Send723 bat 192 168 42 1 19 Sending 18 IVMSounds 18 Series IP 18 Series Telephone Users 27 Set 11 18 19 21 23 30 42 File Writer IP Address 19 42 Integral 18 IP Office 11 21 Main 30 Maximum Record Time 18 Embedded Voicemail Installation Guide IP Office TFTP Server IP Address 19 42 Voicemail Reception 23 Setup Information 12 Short Codes 27 37 40 Shortcode 30 33 Slot 17 SMALL OFFICE 17 Small Office Edition 7 9 17 19 30 33 42 back 30 33 existing 7 rear 17 receive 30 voicemail 17 Small Office Embedded Voic
52. ser 12 24 26 38 User Mailbox Configuration 11 24 User Mailboxes 12 23 User Names 23 Changing 23 Using DSS Keys 32 Using Explorer 19 Using Manager 19 42 Using Phone Manager 32 Using Short Codes 32 V VC 17 VC16 9 VC3 9 VCOMP 21 VER 21 VMAIL 21 VMCol 38 VMOn 38 VMRB 38 Voice 27 Voice Compression Channels 7 17 Checking 17 Voice Recording 24 26 Voicemail 7 8 9 10 11 16 17 18 19 21 24 26 29 30 33 35 37 38 40 41 42 access 40 divert 24 26 IP406 V2 16 selecting 8 Small Office Edition 17 Voicemail Code 12 24 26 33 Voicemail Collect 27 37 38 40 Page 47 15 601067 Issue 4 25 May 2006 Embedded Voicemalil Installation Guide Voicemail Email 9 Voicemail Lite 7 18 37 running 7 Voicemail Off key 38 Voicemail On 12 24 26 38 Voicemail On Off 9 23 25 37 Voicemail On Voicemail Off 37 Voicemail Pro 7 18 24 26 37 Voicemail Reception 8 12 23 24 Setting 23 Voicemail Reception Number 8 Voicemail Ringback 12 24 Voicemail Ringback Off key 38 Voicemail Ringback On 38 Voicemail Ringback On Off 37 Voicemail Type 18 Page 48 15 601067 Issue 4 25 May 2006 Change 18 VolP 7 9 use 9 W WAN 21 WARNING 23 25 40 What s New 8 When Free 18 Windows Unplug 19 41 use 19 41 Within Manager 26 Within Windows 19 42 Writing 19 Type Il Compact Flash 19 Embedded Voicemail Installation Guide IP Office Index
53. tem tab of the System form set the TFTP Server IP Address to the control unit s own LAN1 IP address Use to send the configuration back to the IP Office system and allow it to reboot The IP Office system will now look on the memory card for any files it needs to download following a reboot If a future upgrade or file transfer from the IP Office Manager PC is reguired you will first need to change the IP address of the TFTP server back to the IP address of the IP Office Manager PC Page 42 Embedded Voicemail Installation Guide 15 601067 Issue 4 25 May 2006 IP Office Index 0 0mS PRN 21 1 10days 21 running 21 1mS PRN 21 2 24 hour 12 uses 12 2secs 21 4 40mins 21 46XXupgrade scr 18 5 512MB 8 512MB Compact Flash 9 512MB Memory 16 512MB Type II Compact Flash 7 6 64MB Compact Flash 7 9 8 898802799mS 21 9 9hrs 21 A AA 30 32 34 37 number 32 Access 40 voicemail 40 Access Code 23 25 According 11 IP Office 11 Actions 12 30 33 38 Transfer 33 Add 26 37 Custom Short Codes 37 ADSL 21 Advanced 38 Afternoon 29 30 ALOG 21 And or 9 27 41 System Administrator 9 Apply 19 Arrange 18 TFTP Log 18 Auto Attendant 8 9 12 29 30 32 35 37 40 Cascading 35 Auto Attendant Configuration 11 Auto Attendant Dial In Access 8 Auto Attendant DSS Key 32 Create 32 Auto Attendant Name 12 Auto Attendant Overview 29 Auto Attendant Remote Access 33 Au
54. tination for one of the auto attendant Normal Transfer key options See Auto Attendant Remote Access Using an Incoming Call Route The option Voicemail can be selected as the Destination and or Night Service Destination of an Incoming Call Route Page 40 Embedded Voicemail Installation Guide 15 601067 Issue 4 25 May 2006 IP Office Backing Up and Restoring Messages The messages on the memory card used for embedded voicemail can be backed up and restored Note however that restoration is a complete restore overwriting the current mailbox messages and greetings It is not possible to backup and restore selected mailboxes messages and or greetings Backup and restoration reguires a PC with a memory card reader able to show the card as an additional removable drive Backing Up Messages Greetings and Prompts 1 6 Remove the memory card from the IP Office control unit and if necessary from its PCMCIA carrier Following the memory card reader manufacturer s instructions insert the memory card into the memory card reader Open the additional removable drive available on the PC The embedded voicemail prompts and messages are stored in the Ivmail folder as a numbered sequence ol files Copy the whole lvmail to a folder on the PC s other drives Again following the memory card reader manufacturer s instructions remove the memory card from the memory card reader With USB memory card readers use the Windows Unplug or Eject Har
55. ting users Double click the name of the user who requires message waiting indication Click the Source Numbers tab Click Add In the Source Number field enter H followed by the name of the hunt group For example for the hunt group Main enter HMain Click OK and repeat for any other hunt groups for which the user requires message waiting indication Click OK and repeat for any other users Use lal to save the new changes back to the IP Office system Page 26 Embedded Voicemail Installation Guide 15 601067 Issue 4 25 May 2006 IP Office Hunt Group Mailbox Configuration Hunt Group Mailbox Access By default no user has access to a hunt group mailbox until specifically configured for such access Hunt group mailboxes can be accessed using the following methods Message Waiting Indication Users who have been assigned hunt group message waiting indication are also given methods to access the hunt group mailbox The method will depend on the telephone and or software they are using 1 Avaya 4400 4600 and 6400 Series Telephone Users DS display phone users on telephone models with a 538 MENU key also gain access once they have been configured for hunt group message waiting The hunt group name is then displayed when the user presses 2 s MENU 2 MENU Msgs Voice 2 Phone Manager Users Users using Phone Manager see the hunt group name and number of messages listed on the Messages tab They can Click this to access the
56. tivity 5 to 20 seconds default 8 seconds e Fallback Destination Time Profiles e Remember that IP Office configuration uses a 24 hour clock format for times Time Protte morina nm Evening Out or Hours Name Start Time End Time Sunday Monday Tuesday Wednesday Thursday Friday Saturday Page 14 Embedded Voicemail Installation Guide 15 601067 Issue 4 25 May 2006 IP Office Installing Embedded Voicemail Menu Actions Key Transfer to Normal Replay Not Destination Operator Transfer Greeting Defined 0 O O O O 1 o o WAN O o o M ap El a 0 aj aj aj aj aj aj aj O ap Aa a aj aj aj aj aj aj aj aj O ap a a aj aj aj aj aj aj aj aj O ap a a aj aj aj aj aj aj aj aj O Embedded Voicemail Installation Guide Page 15 IP Office 15 601067 Issue 4 25 May 2006 Embedded Voicemalil Installation Guide IP406 V2 Installation The following sections detail the process for installing and testing embedded voicemail for an IP406 V2 system 1 Requirements Hardware e IP Office 406 V2 control unit No voice compression channels are required e Avaya supplied 512MB Memory Compact Flash Card Confiquration e PC connected to the IP Office network with the following installed from the IP Office Administration CD e IP Office Manager application 2 Install the Memory Expansion Card The IP 406 V2 Memory Card is a Type II Compact Flash memory card Only a card supplied by Avaya can be use
57. to Attendant Setup 12 Auto Attendant Speed Dial 32 Create 32 Auto Attendant Timeout 8 AutoAttend 30 32 35 Avaya 7 16 32 42 Uses 7 Avaya 4400 27 Avaya 64MB Small Office Memory 17 B Back 24 26 30 32 33 38 41 42 IP Office 24 26 32 38 42 Manager PC s IP 42 Small Office Edition 30 33 Up 41 Up Messages 41 BRI 21 Button Programming 38 C C F TII 7 16 Call Recording 9 Call Using 32 Transferring 32 Caller 29 Routing 29 Calls 21 30 32 Support 30 Transferring 32 Cancel 19 Cascading 35 Auto Attendants 35 CD 19 lvmail 19 Type 19 Changing 18 23 25 34 Hunt Group Names 25 Prompts 34 User Names 23 Voicemail Type 18 Check 17 21 Control Unit Type 21 Voice Compression Channels 17 Chinese 10 Chs 10 CkSRC 21 Close 18 Collect Messages 37 Compact Flash 8 16 17 42 Complete Transfer 32 Compressed Prompts 19 Compression Method 9 Configuring 42 File Source 42 Containing 18 Embedded Voicemail 18 Control Unit IP Address 21 Enter 21 Control Unit Type 21 Check 21 Copy 41 lvmail 41 Embedded Voicemail Installation Guide IP Office Page 43 15 601067 Issue 4 25 May 2006 Embedded Voicemalil Installation Guide Create 32 Auto Attendant DSS Key 32 Auto Attendant Speed Dial 32 Custom Short Codes 37 Adding 37 D Dan 10 Danish 10 Default Short Codes 37 Defined 12 29 Depending 21 IP Office 21 Destination 30 32 35 40 Inco
58. uction transfer and or use can be a criminal as well as a civil offense under the applicable law Third Party Components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements Third Party Components which may contain terms that expand or limit rights to use certain portions of the Product Third Party Terms Information identifying Third Party Components and the Third Party Terms that apply to them is available on Avaya s web site at http support avaya com ThirdPartyLicense Avaya Fraud Intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support call Technical Service Center Toll Fraud Intervention Hotline at 41 800 643 2353 for the United States and Canada Suspected security vulnerabilities with Avaya Products should be reported to Avaya by sending mail to securityalerts avaya com For additional support telephone numbers see the Avaya Support web site http www avaya com suppon Trademarks Avaya and the Avaya logo are registered trademarks of Avaya Inc in the United States of America and other jurisdictions Unless otherwise provided in this document marks identified by amp TM and SM are registered marks trademarks and service marks respectively of Avaya Inc All other trademarks are the property of their respective owners Documentation information For the most
59. ugh the mailbox and system short codes or through the hunt group settings within the IP Office configuration 1 2 3 7 Start IP Office Manager and receive the IP Office configuration Click 4 Hunt Group to display the list of existing hunt groups Double Click the required hunt group Click the Voicemail tab This tab includes settings that are used by IP Office Voicemail Lite and Voicemail Pro For embedded voicemail complete the following details e Voicemail Code This field can be used to set a mailbox access code That code must then be entered and followed by by anyone attempting to retrieve messages from the mailbox e Voicemail On When ticked calls to the hunt group s number will divert to voicemail if all available group members are busy or do not answer within the group s set allocated answer interval Make any changes as required for the hunt group and click OK Repeat for any other hunt group Use lad to save the new changes back to the IP Office system Message Waiting Indication By default no message waiting indication is sent to any user for a hunt group mailbox The following process shows how to give a user message waiting indication from a hunt groups mailbox The method of indication will depend on the type of telephone the user has and whether they are using IP Office Phone Manager 1 9 Q Pp Start IP Office Manager and receive the IP Office configuration Click User to display the list of exis
60. ure switches new message ringback notification on off When programmed on a DSS key the action toggles so that no separate Voicemail Ringback Off key is reguired On suitable phones the DSS key displays VMRB Repeat for all the keys required 8 Click OK Repeat for any other users 10 Use to save the new changes back to the IP Office system Embedded Voicemail Installation Guide Page 39 IP Office 15 601067 Issue 4 25 May 2006 Embedded Voicemail Installation Guide Remote Access For this section we define Remote Mailbox Access as e Accessing a mailbox from an extension that does not match the mailbox number e External caller access to voicemail to collect messages from a mailbox e WARNING Where remote access is setup for any mailbox it is strongly recommended that a mailbox access code is set for every user and hunt group Using a Short Code A short code using the Voicemail Collect feature but without a mailbox name specified in the Telephone Number field will trigger remote access An example is show below This short code could be utilized by users on the system as the destination in an Incoming Call Route or as the destination for a auto attendant option E 99 VoicemailCollect Short Code Code 99 Feature Yoicemail Collect v Telephone Number Line Group Id Locale v Force Account Code _ Using an Auto Attendant A short code similar to the example above can be entered as the Des

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