Home

Avaya 15-601063 User's Manual

1. 1 First a module for language selection was created Modules gt Language Select Start Point Next JU p A English 333 Menu Spanish Bi Canadian French Soo EEEN EEN Next The module contains a Menu action with a Select System Prompt action set to the required language for each key press For the Menu action an Entry Prompt was recorded asking the user to indicate their language choice Press 1 for English 2 por Espa ol 3 pour Fran ais The Select System Prompt actions were all connected Module Return actions 2 Next the default start point for message collection was altered The Language Select module and a Get Mail action were inserted W Yoicemail Pro Client Intuity Local E a ol x Fie Edit amp ctions Administration Help B tl 3 Ke z Ee Ge 3 z CLES I IETEN TAi a a E A 8 a apene atan Forts Default Start Points gt Collect a Default Start Points 82 Calback Engish age Queued Spanish 82 Still Queued French A Voicemail Pro Administrators Modules age Lanquage Select Free Space 4 943 GB Total Space 9 766 GB 3 The actions for language selection could have been inserted directly into the call flow However by doing it as a module the language selection process can be reused in other start points Voicemail Pro Page 188 IP Office 15 601063 Issue 20 03 March 2009 Administration Changing Language 4 11 3 Changing the Language of Custom P
2. A Set User Variable Action 274 Voicemail Pro Page 227 IP Office 15 601063 Issue 201 03 March 2009 Set a variable to a particular value F Test User Variable Action 27 1 Test the value of a variable e Test Variable Action 27 Check if user dialing matches set digits B Database Actions These actions relate to retrieving and adding data to a database The use of database actions with Voicemail Pro requires entry of a VMPro Database Interface license in the IP Office configuration 5 Database Open Action 28 Open a database EN Database Execute Action 28 Perform an action on a database amp Database Get Data Action 28 gt Get information from a database Ek Database Close Action 28 Close a database ts Queue Actions These actions are associated with hunt group queues and are not available to user and short code start points The IP Office Manager option Synchronise calls to announcements should not be used when using the queue actions amp Queue ETA Action 284 Speak the caller s expected time to answer e Queue Position Action 285 Speak the caller s queue position Voicemail Pro Page 228 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Actions Available Actions 6 3 Standard Action Tabs 6 3 1 General The General tab contains the action name You can also enter notes about the action and protect a call flow by adding an access code Thi
3. Services Local Sa Uninterruptible Pow Manages 4 Manual LocalSystem Rs Utility Manager Starts and Manual LocalSystem Sw ViProDBSer vice Started Automatic Administrator ye oicemail Pro Service Started Automatic Woicemail Peres Installer Installs re Manual LocalSystem Sy Windows Managem Provides s Started Automatic LocalSystem Rs Windows Managem Provides s Started Manual LocalSystem By Windows Time Sets the co Manual LocalSystem Sy Workstation Provides n Started Automatic LocalSystem The Voicemail Pro Service should be visible Its Status should be Started and the Startup Type should be set to Automatic e Other services will be present depending on the Voicemail Pro options installed The services are e Voicemail Pro Service This is the main Voicemail Pro service Normally this is the only service that needs to be stopped and restarted It will stop and restart the other services that it uses e VMProDBService This service is used for the Voicemail Pro database connectivity if licensed e IMS Gateway IMS Voice and IMS Restart These services are used by the IMS components of Voicemail Pro if installed and licensed e VPNM Database Server VPIM Receiver and VPNM Server These services are used by the VPNM components of Voicemail Pro if installed and licensed Close Services To Initialize the Voicemail Pro Call Flow 1 Select Start gt Programs gt IP Off
4. Add user defined variable f x Please enter a new user variable I Cancel Update Cancel 2 Click 47 The Add user defined variable window opens Help 3 Type a name for your new variable 4 Click OK The new variable is added to the list Voicemail Pro Page 213 IP Office 15 601063 Issue 201 03 March 2009 Example 1 Add a variable called Reception 2 Two start points need to be created one for indicating when the reception is open the other for when the reception is closed When completed the call flows will look similar to the examples shown Create a start point called ReceptionOpen and connect it to a Set User Variable action The Set User Variable action needs to have the user variable Reception assigned with the value Open Modules gt ReceptionOpen 3 Create a start point called ReceptionClosed and connect it to a Set User Variable action The Set User Variable action needs to have the user variable Reception assigned with the value Closed Modules gt ReceptionClosed 4 Create the matching short codes on the telephone system 5 For calls using another start point you can now use the Test User Variable action to test whether the value of reception is open The action has true and false results which you can link to the appropriate following actions for example transferring calls to the reception desk or to a mailbox Modules gt OpenHours Test User Variable A Gee a A Rec
5. c ceceeeeee 203 5 5 Including Other Files ccsseeceeseeeeeeeteesseeeeneeeaes 204 5 6 Start PONIS reise e e a enoi 205 5 6 1 Default Start Points 207 5 6 2 Using Start POints eeeeeeeseeeeeeeeeeeeeneetaee 208 5 6 3 Viewing Call Flows as Text 210 5 7 System Variables cceeccceseeeeeeeeeeeeeeeeeeeesseeeeeeeeaes 211 5 7 1 User Defined Variables 213 5 8 Creating MOCUIeS ccceeeceeseeeeeteneeeeeeeentetseeeeeenaes 215 5 8 1 Running a Module 215 5 9 The Conditions Editor eeeseeeeeeeeeeeeeeneesseeeneeees 216 5 9 1 Using the Condition Editor eerie 217 SES PARENTAT F EEEE EE A AE AT 220 5 9 3 Week Planner cccccceeeeeeeeeeeeeteeeseeeeeeeee 221 594 Conditions ea ect 222 59 5 COMPA Onitis eaa a n 222 6 Voicemail Pro Actions Voicemail Pro IP Office 6 1 CONNetONS asii inhi enaieie sseceda te ncceces ce cxeticivenctunetocs 225 6 2 Availlable sACtlOnS sii frvieis2cvercieietee rodas 226 6 3 Standard Action Tabs cccsscceseseeessseeesssteeeeneees 229 6 3 1 GONEr al ccccceccccesssseeececeseseeeeeeseessaeeeeeees 229 6 3 2 Entry Prompts teeth ninn nat 230 6 3 3 Using the Wave Editor 231 6 3 4 Specifics aaa niee a e bases ade ee ee 233 6 3 5 REPONMING a seve cet eetettteeiin avin a 233 673 6 RESUITS cohias hh oe eet oh Sak e a a stat 2 234 6 4 Basic ACON Sneinen airia iea it 235 G24 A GOMSNiG r e a A a ae aNs 236 6 4 2 Speak Texts scscnsecacetie
6. El Call List Action 260 Transfer to a user selected choice B Dial by Name Action 26 Select user group by keypad letters TT e TT Conferencing Center 26A Provides a route for callers to enter the conference ID and their conference PIN code IP Office Conferencing Center needs to be installed Assisted Transfer Action 26 A transfer with assistance for callers S Alphanumeric Action 265 Allows the caller to input text and numeric values Voicemail Pro Page 254 IP Office 15 601063 Issue 20 03 March 2009 Voicemail Pro Actions Telephony Actions 6 7 1 Variable Routing E3 This action routes calls based on whether a selected variable associated with the call matches any of the specified numbers This action replaces the previous CLI Routing action but can perform the same function using the CLI variable The selected variable is checked for a match against all strings Where multiple matches occur the one with the most matching digits excluding wildcards is used If several equal length matches are found the first one in the list is used Variable Routing action 1 Click the ei Telephony Actions icon and select E3 Variable Routing 2 Select the Specific tab grozgessesosesogonsosses General Entry Prompts Specific Reporting Results E a M Route by Variable Select a Variable CLI Number of the caller X Does the Variable match any of the following numbers d
7. Integrated Messaging MAPI interface 6 The form properties are shown Select OK 7 The IMS form should now be listed Forms Manager Organization Forms English Personal Forms Anti Virus On Demand Form a Integrated Messaging Form Anti Virus Report Form Omtool Delivery Report Omtool Genifax Send Form Omtool Genifax Viewer Omtool Non Delivery Report Omtool Non Read Report Omtool Read Report Pou cer Description E Integrated Messaging MAPI interface Form number Version 1 3 Contact Avaya 8 Click Close and then OK OK OK 9 Close and restart Outlook Voicemail Pro Page 396 IP Office 15 601063 Issue 201 03 March 2009 Appendix Installing IMS 9 1 6 6 Observing Exchange Operation It is useful to check that the IMS Account has logged onto the Exchange Server correctly To check and observe IMS operation 1 Do not proceed with this process until you have completed the steps in Testing IMS Client Installation 39 2 On the Exchange server open the Exchange Administration Manager Expand the Server Name and Mailbox Store Select Logons and locate the IMS account name Only logged on accounts are displayed 3 4 5 Select Mailboxes to view IMS messages being received and sent 6 Leave a voicemail message in an IMS user s voice mailbox 7 After hanging up you should notice that for a brief time the Total Items field for the IMS mailbox incr
8. 3 a lt fo c E 5 a fe 3 3 a 3 D v N o Q M 7 o T or D 3 cf ct D 3 D wn v fo Q D ke o wn v e Er O paj o v ke 3 a to the message press 1 To skip the next message press the sign to the listen to the header rewind by pressing 2 then play by pressing 3 to skip to the next category press Broadcast and login message services are not available To rewind to the current entry press 2 to rewind to previous entry press 2 as many times as necessary Mailbox id must be less than or equal to less than 16 digits ee ul oO ioe a o 0 0 E er gt D o x or o 5 a fe 5 o 3 er D ra o a o oO fa 3 a o ow ej v fe ov v c D v c o D fa a icy fo 7 lt fo z o D 3 e 3 D 2 D a S zi v 3 o fo x a Ko o uo wn hort silence seconds of silence CRORE e eO ulw N N diz ojola alo 5 o o gt 2 a alol Hds Ao a Z 13 ov n o ZI n eee ee lt g o ov r o o 15 o o 5 er o x ow 5 o ig O 5 fol 3 oO o o an Fr 2 m fe 5 a ao oO wn 7 Q Ko pare fe Seconds Minutes 26 Beep 28 29 35 36 37 38 968 New messages Old messages Unopened messages Partial entry deleted Yo orry you are having difficul
9. CurrentBookBuy a Thankyou and Goodbye Net o Ta BookShop_SystemProblem Success Failure Confirm Book Details Generic actions are used to store the ISBN number and cost The example below shows how the ISBN number is stored in the system variable CPO Properties for Store ISBN Number X 2 x General Entry Prompts Reporting Results Please enter a generic comman Generic free format command When the details have been stored the book title and cost are spoken to the caller using a Speak Text action See the example below Properties for ConfirmBookDetails E 2 x General Entry Prompts Specific Reporting Results Please enter the text you wish to speak Text to speak sDBD 3 costing DBD 1 dollard Voicemail Pro Page 344 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Examples IVR Connecting Voicemail Pro to a Database Collect Callers Details Details can be entered into a database by a caller In this example we collect the caller s credit card number expiry date and telephone number All these details are collected and then the database is updated The example below shows the Specific tab entry used to collect the caller s telephone number and assign it to the system variable CP4 Properties for Store Telephone Number General Entry Prompts Reporting Results Please enter a generic command Generic free format
10. 5 8 1 Running a Module Modules can be run internally using short codes or can be configured for external calls Run a module from a short code You can use modules directly in conjunction with short codes The short code must call the name of the module This example short code will run the module called Specia when a user dials 97 The service that the user receives will depend on the actions in the module e Short code For example 97 e Telephone Number Special include quotation marks e Line Group ID 0 e Feature Voicemail Collect Run a module for an external call A module can be applied directly to an incoming external call from within the IP Office Manager application Within the appropriate IncomingCallRoute entry set the Destination to the module name prefixed with VM For example enter VM AutoAttend to route a call to a module called AutoAttend Note that the maximum entry length is 15 characters This means that the module name is limited to 12 characters e If there is a hunt group on the system whose name matches the module name calls will be routed to that group when the voicemail server is not running Voicemail Pro Page 215 IP Office 15 601063 Issue 201 03 March 2009 5 9 The Conditions Editor Conditions are constructed from a set of basic elements These elements can be combined within a single condition to create complex rules For example the week planner can be used to define a company s standar
11. 1 Click the ei Telephony Actions icon and select amp Alphanumeric 2 Select the Specific tab General Entry Prompts Specific Reporting Results Sescesecoccesesocsecosed mOptions Play Help Timeout M Wait for a key press for up to i A seconds Check the option Play Help if you want instruction to be given to the caller explaining how to enter information If you want to use a timeout result from the action check the option Wait for a key press for up to and set the number of seconds for the timeout period The Alphanumeric Collection action has three results that can be connected to relevant Alphanumeric Collection actions Timeout e Timeout DTMF Data This result connection is used if no key press occurs within the period specified by the No DTMF Data action If the option Wait for a key press for up to in the Specific tab is not selected the Timeout result is not available S DTMF Data This result connection is used if the caller enters some data ending each character with and then presses e No DTMF Data This result connection is used if the caller presses without entering any data For an example of the action being used in a call flow see Example Call Flow for Mobile Twinning 9 Voicemail Pro Page 266 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Actions Telephony Actions 6 8 Miscellaneous Actions
12. 2 From the Start menu select Programs IP Office IMS Administration Tool 3 From the Server menu if the server is not already populated select Add The New Integrated Messaging Server window opens 4 In the Server field type the name of the IMS Server or click Browse and select a server When the server has been added the name is displayed with a plus icon 5 Expand the icon to show configurable options 6 Highlight Integrated Messaging Associations After a few moments the voice mailboxes are displayed in the right hand window 7 Select a voice mailbox to configure and double click it to see its properties 8 In the Associated Email Address field select Change and select the relevant email address of the associated user 9 If the mail settings need to be different from the default settings select the User Properties tab and configure as applicable and select OK 10 In the Primary NT Account field click Select Existing and select the relevant domain user account of the associated user Note if the user is opening multiple inbox accounts all have to be added 10 1 IP Office Integrated Messaging Pro IMS clients may appear to respond slowly or even lock up where the IMS client user has defined one or more delegates in Microsoft Outlook All delegates of an IMS Client s Outlook should have their domain account and email address added into the permissions field with Access permission selected Mailbox Properties E x
13. Alert Notification that a new voicemail message has been received is sent to the email account 6 Optional Voicemail can be turned off by un checking the Voicemail On option When on the mailbox is used to answer the hunt groups unanswered or busy calls 7 Optional For voicemail systems running in IP Office Mode this option controls whether users hear an additional prompt when they retrieve messages The prompt is For help at any time press 8 This option does not affect Intuity emulation mailbox mode where the prompt For help at any time press 4 is played Even if voicemail help is set to off IP Office Mode users can still press 8 at any time and hear the list of voicemail features This setting turns on off the audible help message It does not disable the actual feature 8 Optional Select the option Broadcast if you want any voicemail messages left for the hunt group forwarded to the mailboxes of the individual group members The original message in the hunt group mailbox is deleted 9 Click OK and save the configuration Voicemail Pro Page 157 IP Office 15 601063 Issue 201 03 March 2009 4 7 2 Configuring Message Waiting Indication By default no message waiting indication MWI is provided for hunt groups If required indication can be enabled for specific users including users who do not belong to the hunt group If the user is not a member of the hunt group a voicemail code is also required This is entered in
14. Mailbox Settings User Properties m General Information Voice Mailbox Identifier 308 Voice Mailbox Name AlenF Associated Email Address Agenti Change m Primary NT Account TEST Agent1 Create New m Permissions Account Domain Access Admin 11 When complete click the Synchronize Mailboxes icon to synchronize the mailboxes Alternatively click Selecting Mailboxes and Synchronize on the menu bar 12 Close the IMS Administration Tool 13 Make a call to one of the users that you have just associated and leave a message in their voicemail mailbox A short while after hanging up a message should arrive in the user s mailbox 14 Only when you have completed the above process should you proceed to IMS Client Requirements 380 Voicemail Pro Page 379 IP Office 15 601063 Issue 201 03 March 2009 9 1 6 IMS Client Installation 9 1 6 1 IMS Client Requirements During installation of the IMS Server the IMS Client Installer package is copied to C Program Files Avaya IP Office Voicemail Pro IMS Client and is automatically shared as IMSClient The installer called IMSClient exe is approximately 10 1MB is size You need to install the IMS Client on the PC of each user who want to use IMS e A CRITICAL WARNING Do not install the IMS Client on the same PC as the Voicemail Pro IMS Server 1 Do not proceed with this process until you have completed the steps in Associating Voice Ma
15. Specific 240 Menu action Touch 126 menu bar Synchronize 379 Menu button 158 Menu key 171 349 menu press 288 301 menu provides user 149 150 Merge Config 194 message As String 322 326 327 333 message counts 321 Message Deletion Times Setting 111 Message Exchange Test 433 message housekeeping 111 Message Housekeeping Preferences 111 Message Length 107 Page 446 15 601063 Issue 201 03 March 2009 Message Parameters 119 402 Message Parameters options 119 402 message press 288 301 message Test Connection Succeeded 281 Message Waiting 412 Message Waiting Indication 156 Configuring 158 Message Waiting Indicators Not Clearing 417 message Response 433 MessageCL 326 MessageCLI Method 326 MessageDisplay 326 MessageDisplay Method 326 MessageEvtSinkTracing 91 404 MessageLength 326 MessageLength Method 326 MessageProcessingTracing 91 404 Messages button 149 use 101 Messages Past Housekeeping 415 Messages Through 357 Playing 362 messages recordings 107 messages 329 MessageTime 327 MessageTime Method 327 Messaging Associations 379 Messaging Components 372 Messaging Components window 372 Microsoft NET Framework 18 Microsoft 3rd 66 Microsoft Access 281 337 338 Microsoft Access Database 281 337 uses 338 Microsoft Exchange 363 364 366 368 409 412 433 Microsoft Exchange 5 5 Access 366 Microsoft Exchange checkbox Check 368 Microsoft Exchange Client 364 Microsoft Exchange Server 363 364 409 433 Select
16. When computer is S Plugged in E Hinang on Tum off monitor After 20 mins v After 15 mins Tum off hard disks Never v Never System standby Never o Never l Cancel Apply Voicemail Pro Page 369 IP Office 15 601063 Issue 201 03 March 2009 11 Disable Network Card Power Saving Disable any Network Card including the power save options for the NIC card under the properties of the installed network card Intel R PRO 1000 MT Mobile Connection Properties EEE General Advanced Driver Resources Power Management Haj Intel R PRO 1000 MT Mobile Connection Waming Allowing this device to bring the computer out of standby may cause this computer to periodically wakeup to refresh its network state If you travel with this computer or run it on a battery you should not tum on this feature as the machine may awaken at inopportune times or consume the battery 12 If the server PC is directly connected to the IP Office control unit adjust the NIC port settings to match the IP Office as follows If connected via a LAN switch check the LAN switch manufacturers documentation for details of the optimum port settings Small Office Edition Any LAN port 100Mbps Full duplex IP406 V2 Any LAN port 100Mbps Full duplex IP412 LAN1 100Mbps Half duplex IP Office 500 LAN 100Mbps Full duplex 13 Only when you have completed the above process should you proceed to Entering the IMS Licenses 37h
17. a S 315 3 fej 3 3 D ct fo 3 ke D vV wn o 2 oO Jo CIC Slo 3 E NO D o 2 9 15 Sia 5 2 a3 go s a oO o om TIS els io O viS 3 Ba alc alo 3 2 als pej O oO G0361 To leave the current time profile G0362 To change the time profile G0363 G0364 Please enter the time G0365 The time should be entered as follows hour hour minute minute where the hours are given in 24 hour format For example 5 past 1 in the afternoon would be entered as 1305 G0366 G0367 G0400 G0401 G0402 G0403 G0404 G0405 G0406 G0410 To modify your personal settings Voicemail Pro Page 300 IP Office 15 601063 Issue 201 03 March 2009 G0274 60275 0278 0280 60281 G0282 60283 G0284 60285 G0286 0287 G0288 0289 0290 60301 0306 0307 0308 0309 G0310 60311 60312 60313 G0314 60315 0316 l 60317 60318 60319 0320 60321 60322 60350 60351 60352 60353 60360 60361 60362 0363 60364 ee 0366 _ 0367 Go400 G0401 G0402 60403 G0404 G0405 60406 60410 Prompts US English Intuity Prompts WAV File ibina Co 60412 60413 Goss cose Go4ai7 60418 60419 G0421 0422 60423 G0424 60425 0426 0427 G0428 G0429 0430 Go4so G0451 G0452 60453 60460 G0461 G0462 60463 60501 0502 60503 G0504 60505 Go551 60552 G0553 60554 60555 Go680 G0681 60682 60683 G0411 G0412 G0413 0414 G0415 G0416 G0417 G0418 G0419 G0421
18. a O Hel a S S B w K 0 h Modules gt BookShop_CurrentBookSpeakDetails A ma oO Specific Start Points Users e Groups 0 4 Short Codes E a Default Start Points Oo Voicemail Pro Administrators F E Modules age BookShop_CurrentBookBuy ofS BookShop_CurrentBookSpeakl s BookShop_Search_ISBN age BookShop_SystemProblem age BookShop_Welcome age BookShop_Search_Author Free Space 4 943 GB Total Space 9 766 GB YW The information from the database is conveyed to the caller using the Speak Text Action e To use the Speak Action the IP Office must be licensed for and have installed Text to Speech Voicemail Pro Page 342 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Examples IVR Connecting Voicemail Pro to a Database Speak Book Title The Speak Book Title action is used to tell the caller the book title associated with the ISBN that was entered The fields selected in the Request ISBN from DB action contain the information retrieved from the bookshop database The fields selected were Author Cost ISBN and Title Select Fields Gg Upto six fields may be selected Any fields selected in a query will appear in alphabetical order e DBD 0 would return details from the field Author e DBD 1 would return details from the field Cost e DBD 2 would return details fro
19. 16 3 Verify that the registry entries have been restored successfully 16 4 Start the Voicemail Pro GUI 16 5 From the File menu select the option Import or Export 16 6 Select the option Import Call Flows and click Next 16 7 Use the Browse button to locate the backup file then click Next 16 8 Click Finish to start the import then click Close to complete the import procedure Voicemail Pro Page 398 IP Office 15 601063 Issue 201 03 March 2009 Appendix Installing IMS 17 Install the New Software The next step is to install the upgrade software For more information see Installing Voicemail Pro Overview above and then refer to the sections that relate to the type of Voicemail Pro that you intend to install 18 Restore the Database The copy of the call flow database that contained any customizations made to the default call flow needs to be restored 18 1 Start Voicemail Pro 18 2 From the File menu select Import or Export 18 3 Select Import Call Flows 18 4 Click Next 18 5 Click the Browse button and locate the file that contains the backed up call flows 18 6 Select the file and click Open 18 7 In the Import or Export Call Flows window click Next 18 8 Click Finish to start importing the database 18 9 Click Close to complete the import process 18 10 Click Save and Make Live 19 The new version of Voicemail Pro has been installed Test that the system is running by dialing 17 from any extension You should hear t
20. 2 Configure Outlook For more information see Configuring Outlook for Internet Mail 514 You are then ready to install Voicemail Pro for MAPI Voicemail Email as a Domain Member This involves the following key stages 1 Install the Voicemail Pro software For more information see Installing the Voicemail Pro Software 474 2 Change the SMTP settings which are installed by default to MAPI For more information see Switching Voicemail Pro to MAPI 485 2 5 2 2 Creating a Voicemail Domain Account To create a Voicemail Domain Account 1 Make sure that the PC that will be running the voicemail server is a member of the domain To join the domain you will need the use of a log account with administrative permissions on the domain as well as the server PC consult the domain administrator e Windows 2000 Right click My Computer and select Properties Select the Network Identification tab 2 On the Exchange server e Create an account called Voicemail on the domain and an associated mailbox e Provide a secure password e Check the User Cannot Change Password and Password Never Expires boxes Log on to the voicemail server PC using a domain administrator account From the Control Panel select Administrative Tools Select Computer Management Local Users and Groups Groups Double click Administrators and select Add From the Look In list select the domain name OY EU ee AN In the Name window locate and highlight Voic
21. 3 Click the MAPI tab General Directories MAPI Housekeeping SNMP Alarm Qutcalling Mapi Profile pee oo Mapi Password Use Email Protocol l C SMTP MAPI 4 The Use Email Protocol settings allow you to switch Voicemail Pro between MAPI and SMTP e If MAPT is selected a valid MAPI profile and password must be entered in the fields above That MAPI profile must exist within the MAPI email client on the server PC and be useable by the account under which the Voicemail Pro service is running e If SMTP is selected the SMTP email account settings must be entered 5 Click OK 6 Click amp Save and Make Live Voicemail Pro Page 110 IP Office 15 601063 Issue 201 03 March 2009 Configuring Voicemail Pro Voicemail Pro Preferences 3 2 1 4 Housekeeping This tab is used to set the Voicemail Pro settings for automatically deleting messages and for the default playback order of messages After messages have been played they are automatically deleted from the voicemail server after a specified period of time This includes messages played via a user s IMS email client You can set the same time delay for all messages or you can adjust the period of time before different types of message are deleted Automatically deleting messages is performed after any two hour idle period This means a period during which there are no calls to or from the voicemail server The playback order options are FIFO first in
22. An example Voicemail Pro module is included which allows the transferred caller to select the extension to which they want to talk or leave a message VM versus Short Codes The VM method is easier to deploy In fact for SoftConsole and Phone Manager it can be used without the need to access and change the Manager configuration However the disadvantage is that VM cannot be dialed from a physical phone Short codes have the advantage that they can be dialed at any extension once set up through IP Office Manager Voicemail Pro Page 141 IP Office 15 601063 Issue 201 03 March 2009 4 4 1 Routing Calls to Voicemail If a user has voicemail switched on calls will be automatically routed to voicemail if either 1 The extension is busy and call waiting has not been enabled 2 The user has do not disturb set or the extension is not answered within the No Answer Time as set in IP Office Manager program default 15 seconds The caller hears the standard greeting message Your call is being answered by IP Office lt Name gt is not available To leave a message wait for the tone A user can record their own standard greeting message if required When new messages are received the user s telephone call display or IP Office Phone Manager application is updated to show the number of new messages waiting If Voicemail Ringback is enabled the Voicemail Server calls the user s extension to attempt to deliver new messages when the user next use
23. Optional Voicemail email can be configured for an individual user When a new message is received the WAV file created can be sent to an email account either by user selection or according to the set Voicemail Email Mode The sending of wav files across a network creates a high loading on the network and networks servers A one minute message requires a 1MB wav file The option Voicemail Email Reading is unavailable in Voicemail Lite Voicemail Email Enter the email address of the user Select the Voicemail Email Mode from Off Voicemail messages or notifications are not automatically sent Copy A copy of the message is sent to the email account Forward Voicemail messages are sent to the email account and deleted from the Voicemail server Alert Notification that a new Voicemail message has been received is sent to the email account 9 Optional When a caller reaches voicemail they can be given the option to be transferred to a different extension The greeting message needs to be recorded telling the caller the options available The extension numbers that they can be transferred to are entered in the fields Reception Breakout DTMF 0 The number to which callers are to be transferred if they are directed to voicemail and press 0 Usually this is the reception number Voicemail Pro Page 99 IP Office 15 601063 Issue 201 03 March 2009 Breakout DTMF 2 The number to which callers are to be transferred if they are direc
24. SelfSelect indicates the name of the Voicemail start point for the call in this case the VoicemailProSelfSelect module 4 For a module start point the is optional Using it provides a short period of ringing before the module actions start This is useful if manually transferring a caller as otherwise they may miss the start of the module s entry prompts 5 The new configuration was merged 6 At any extension the routing can be tested by dialing 80 We can then wait to be transferred to reception or dial the extension or group that we want Using the Module The short code 80 can now be assigned or the path VM SelfSelect to whichever method the user wants to transfer callers to the voicemail service A further suggestion is to provide a system short code to deal with callers who dial an invalid extension number For our example a short code 2 SelfSelect VoicemailCollect would reroute such callers back to the SelfSelect module Voicemail Pro Page 148 IP Office 15 601063 Issue 20 03 March 2009 Administration Routing Calls to Voicemail 4 5 User Voicemail Access By default a user can dial 17 to access their voicemail from their own extension A user mailbox cannot be accessed from any other location internal or external until a voicemail code has been set for the mailbox This access code is set in the IP Office Manager Voicemail can be configured for each individual user in IP Office Manager For more information
25. TCP 593 UDP 445 UDP 593 TCP 445 TCP 593 UDP 445 UDP 593 Page 22 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro General Installation Requirements 2 1 2 Network Requirements The PC should be configured and tested for TCP IP networking We strongly recommend that the voicemail server PC is connected to the IP Office Control Unit directly or via a LAN switch If directly connected changing the settings of the PC network card to match the IP Office control unit can resolve some issues This should be done according to the PC or network card manufacturer s instructions The options for IP Office LAN ports are e IP412 Use LAN1 and half duplex e Small Office Edition IP406 V2 and IP500 Full duplex e All IP Office LAN ports are 10Mbps 100Mbps auto sensing If not directly connected using any of the above settings must be supported and matched by the intervening network equipment e The PC should have a fixed IP address Although PCs in a DHCP network may retain the same IP address between reboots this is not guaranteed e Ifthe IP Office is acting as a DHCP server it defaults to using 192 168 42 2 to 192 168 42 201 for DHCP clients This leaves 192 168 42 202 to 192 168 42 254 for devices that require fixed IP addresses Voicemail Pro Page 23 IP Office 15 601063 Issue 201 03 March 2009 2 1 3 Disk Space Requirements The following are only approximations e At least 2GB of free disk space is re
26. e VMPro Database Interface Enables database integration within call flows e VMPro TTS Generic Enables use of text to speech facilities using the default Windows and third party TTS engines One license per simultaneous instance of TTS usage e VMPro TTS ScanSoft Enables use of text to speech facilities using Avaya supplied TTS ScanSoft engines One license per simultaneous instance of TTS usage e Networked Messaging Enables the use of Voicemail Pro Network Messaging e VMPro Recording Administrators Allows call recordings to be transferred to a VRL Voice Recording Library application The currently supported application is ContactStore for IP Office e For centralized voicemail operation a VMPro Recording Administrators license is required in each IP Office system for which VRL support is required e UMS Web Services IP Office 4 2 Allows the voicemail server to run IMAP and Web Voicemail services The number of UMS Web Services licenses set the number of users who can be configured to access either of those services Voicemail Pro Page 25 IP Office 15 601063 Issue 201 03 March 2009 2 1 8 User and Group Mailboxes The voicemail server creates mailboxes based on the user and hunt group names that are entered in the IP Office Manager application Whenever the Voicemail Pro is restarted or the IP Office configuration is changed new mailboxes are created for any new names that are found This method of operation has the
27. 18 Turn voicemail on e 19 Turn voicemail off e 48 Turn voicemail ringback on e 49 Turn voicemail ringback off For information about changing to Intuity or IP Office mailbox operation mode see Changing Mailbox Operation Mode 13 Voicemail Pro Page 154 IP Office 15 601063 Issue 201 03 March 2009 Administration Mailbox Access Controls 4 6 2 Automatic Message Deletion Messages are automatically deleted from the voicemail server after being played including those played via the users IMS email client after a set delay This delay can be adjusted for different message types The process of housekeeping is performed after any two hour idle period that is a period with no call into or from the voicemail server 1 Click the preferences te icon Alternatively from the Administration menu select Preferences and then choose General 2 Select the Housekeeping tab General Directories MAPI SNMP Alarm Qutcalling Housekeeping Automatic message deletion Delete New messages after 0 hours Delete Old messages after 720 hours Delete Saved messages after 0 hours Delete Unopened messages after fo hours NB amp value of zero indicates no deletion M Message playback order System Setting New Message Order FIFO ha Old Message Order FIFO v Saved Message Order LIFO z 3 Adjust the settings as required for the different message types 4 Click OK 5 Click
28. 4 13 1 Callback Voicemail callback is a service whereby the Voicemail Pro calls a specified number whenever the user receives a new voicemail message When the callback is answered the system announces the outbound alert and waits for a key press for confirmation before continuing with the associated call flow This service requires configuration of a callback start point in Voicemail Pro and entry of a callback number through IP Office Manager For more information see Using a Play Configuration Menu Action 195 The call flow created below is a very simple example In practice you could include a menu that allows the user access to other features For example access to a Play Configuration Menu action would allow the user to remotely change various mailbox settings including their callback number Channel Restrictions e The Voicemail Pro server has restrictions on the number of channels it can use for different services The limits are separate for each of the services When a limit is reached further calls are delayed until one of the existing calls is completed Refer also to Voicemail Channel Reservation 10 e Outcalling can use up to 5 channels at any time e Conference center invitation calls can use up to 5 channels at any time e Callback calls can use up to 2 channels at any time e Alarm calls can use up to 2 channels at an time Bob Rogers gt Callback Start Point Get Mail To set up the callback 1 Under Specifi
29. 8 1 2 6 GetEstimatedAnswer Method The GetEstimatedAnswer method is used to obtain the QTIM session variable Voice GetEstimatedAnswer dlgid As Long 0 As String e Parameters e digid The connection ID as passed in to the script e Return Value The value of the QTIM session variable associated with the specified voicemail session Voicemail Pro Page 319 IP Office 15 601063 Issue 201 03 March 2009 8 1 2 7 GetExtension Method The GetExtension method is used to obtain an extension Voice GetExtension index As Long As String e Parameters e index The extension to return Note The actual extension number should not be entered as index refers to the offset number of the extension in the listing e Return Value The extension at that position within the list an empty string if end of list e Example Sub Main dlgid dim registration Set Voice CreateObject vmprov5 voicescript registration Voice Register dlgid if registration Then dim index dim ext index 0 Do ext Voice GetExtension index index index 1 Loop Until Len ext 0 end if End Sub 8 1 2 8 GetLocale Method The GetLocale method is used to obtain the LOC session variable Voice GetLocale dlgid As Long 0 As String e Parameters e digid The connection ID as passed in to the script e Return Value The value of the LOC session variable associated with the specified voicemail session 8 1 2 9 GetMai
30. 90 Oh 91 450 One to sixty 51 Seventy 52 Eighty 53 Ninety 54 Hundred 55 Thousand 56 4 Q EE v c B he lt ae U a me o ie ct Hie a rr oO A oO lt a o 7 N bas fo wn D D ul yi w lt Enter extensions To continue playing press 3 If it s your list press To approve press to record from here press 1 Press 1 to select APH HA ALH A A A HR HLH Al uou Ww NEN ONIN QD OD ONIN KF oO LH A N io 2 to select 3 to select A Enter more characters followed by the sign If you just completed entering the last name enter the first name Has To reply to sender by voicemail press 1 AOR D 0 wio U lt fe c w 5 oO oO a E oO n T a w or oc w wn a oO as A Ko Ko When finished recording press to approve or 1 to edit your message To exit press now u U au ro You addressing your message Enter the Digit extension ul o N if finished press 577____ To hold the message in its current category press HY S To hold the message in its current category press H ul N ee Password must be Zero You are reviewing a list Priority AO uu Oo ON BPN ul o fp As you use IP Office your name will be included in system announcements that you and other people will hear Press 1 and at the tone please speak your
31. Click Yes The Upgrading the IP Office Voicemail Pro window opens uu A U N Click Next to start the upgrade The setup status window opens The progress of the upgrade is indicated by a time bar When the InstallShield Wizard complete window opens fp Click Finish The Email settings window opens 7 Enter your email account details and click Next The SMTP Email settings window opens 8 Enter your SMTP Email details and click Finish he SMTP settings entered will be validated If an error occurs the validating configuration window opens containing the error For more information see SMTP Errors 604 9 Click Yes when asked if you want to start the Voicemail Pro service The new version of Voicemail Pro has been installed Test that the system is running by dialing 17 from any extension You should hear the mailbox announcement Voicemail Pro Page 42 IP Office 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro Upgrading Voicemail Pro 2 4 3 Upgrade to Voicemail Pro You can upgrade from Voicemail Lite to Voicemail Pro The process described here assumes that Voicemail Pro is being installed onto the same PC that previously hosted Voicemail Lite The steps described here will remove Voicemail Lite but will not remove the existing mailbox messages and greetings To upgrade from Voicemail Lite to Voicemail Pro 1 Remove Voicemail Lite 1 Make sure that Voicemail Lite is not running It might be necessary to close th
32. DSS button 347 DSS key 355 set 171 DSS key during 171 DTE 371 DTMF 2 3 102 DTMF Data following 265 DTMF key 211 DTMF signalling received 107 123 DTMFF 127 DVD 170 DVM 145 Dynamic Voiced Names 430 Dynamic Sub Expiration Days 430 E Edit Default button Default Access Permissions 381 Default Configuration Permissions 381 Default Launch Permissions 381 Edit Defaults 381 Edit icon 217 Edit menu 224 Edit Play List 207 226 230 236 add 251 Edit Play List Action 207 226 230 236 251 Edit Prompt 230 Edit Security 381 Edit Start Point 182 202 208 Edit Value 281 Edit voicemail 252 301 Element List icon 217 220 221 222 Elements icon 217 220 221 Email Account IMS 369 email Accounts 42 99 157 369 398 409 414 existing 412 eMail Action 59 226 248 268 Email Gateway 128 email inbox 70 362 Email Messages Content 58 Email Protocol 48 54 Select 110 Email Reading 65 70 Email Settings 55 106 402 Configuring 119 Email Settings window 372 Email TTS 70 110 Email Voicemail 414 e mails 70 Embedded Voicemail 62 Emph 67 employing TTS 66 Empty Tags 67 en MC_00 231 en MC_01 231 Enable Auditing 403 Enable Distributed Com 381 Enable Distributed Com on 381 Enable Fax Sub Addressing Page 441 15 601063 Issue 201 03 March 2009 Enable Fax Sub Addressing Check 107 123 Enable Mobile Twinning name 191 EnableConnectionTracing 91 404 EnableFunctionTracing 91 404 EnableObjectTracing 91 404 EnableProxyTrac
33. Database Open Action 2h Open a database 6 Database Execute Action 284 Perform an action on a database amp Database Get Data Action 28 Get information from a database amp Database Close Action 28 Close a database Voicemail Pro Page 280 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Actions Database Actions 6 10 1 Database Open Siig B The Database Open action opens a link to a third party database If connection to the database succeeds the result is OK otherwise the result is FAIL If there is a connection to the database already then the current connection is closed and the new one requested will be opened To add a Database Open action yuz 1 Click the B Database Actions icon and select E Database Open 2 Select the Specific tab The connection string to open the database can be entered directly into the field For help on constructing the connection string click The Data Link Properties window opens e Provider Tab Select the OLE DB Provider of the data that is to be connected to Click Next to move to the Connection Tab e Connection Tab Specific information relating the Database provider needs to be completed Help of the information required for each of the fields can be obtained by clicking the Help button Fields available will be dependant on the type of provider Test that the information entered will allow entry into the database click the Test Connection button A
34. Email Settings window is displayed so that you can specify the name of the email account to use for outgoing SMTP e mails from the Voicemail Pro server 30 In the Account Details box type the name of the email account to use Alternatively click Browse and select an account to use 31 Click Next IP Office Voicemail Pro SMTP Email Settings window opens so that you can specify details of the SMTP server to which the Voicemail Pro server should send messages A proposed server name might already be filled in e Inthe Mail Server box leave the proposed name unchanged or type the name of the server to use This should be the fully qualified domain name e Inthe Port Number box type the number of the receiving port on the SMTP mail server The default is 25 e To enforce server authentication check the Server Requires Authentication box This is optional If you check it you also need to provide the Account Name and Password that need to be entered You can also choose whether or not to set the Use Challenge Response Authentication option 32 Click Finish An attempt is made to validate the email settings An error message is displayed when the attempt to connect with an SMTP server fails 33 Click OK to acknowledge the message You have now finished installing the Voicemail Pro Server and VPNM software The next step is to configure the VPNM accounts Voicemail Pro Page 424 IP Office 15 601063 Issue 201 03 March 2009 Appendix I
35. Forward and Copy should be used with care Each 1 minute message will result in a 1MB wav file This may impact on the performance of the network and email connection Forward Send a copy of each new message as a wav file attachment to the email and delete the original message from the mailbox Note this settings overrides all other actions such as message waiting indication and voicemail ringback Alert Send an email alert for each new voicemail message but do not attach a copy of the message Voicemail Email Reading This is part of TTS operation but uses the same email address as set for Voicemail Email Voicemail Pro Page 57 IP Office 15 601063 Issue 201 03 March 2009 2 5 4 3 How Voicemail Email Messages Look Messages sent by a user or group s voicemail email settings contain the following To The user group email address From The name and address setting of the email client account Subject Voicemail Message calling number gt user name From calling number g Body If the user or group s Voicemail Email mode is set to Copy or Forward the message body will contain IP Office Voicemail redirected message Attachment When using Copy or Forward mode the message is attached as a wav file Messages sent via a Voicemail Pro eMail action are configurable see The Voicemail Pro eMail Action 5 Voicemail Pro IP Office Page 58 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro Voicemail Em
36. G0422 G0423 G0424 G0425 G0426 G0427 G0428 G0429 G0430 G0450 G0451 G0452 G0453 G0460 G0461 G0462 G0463 G0501 G0502 G0503 G0504 G0505 G0551 G0552 G0553 G0554 G0555 G0680 G0681 G0682 G0683 To modify your callback options To modify your reception transfer options Intuity Prompt To modify your DND options To modify your email mode options To modify your follow me forward options To modify your mobile twinning options To modify your follow me feature setting To modify your forward unconditional setting 4 fe 3 fe a lt fo Cc z S 3 w a a o o wn lt w J a fe J fo w v oO ai 7 oO et ot J a gE ol lol o o ccc c ssi lan a gt oooh n ol lol o o 1313 a e lo o Z a E 3 ajasa 3 3 o o D o s 5 S aloo D Sicic pa U vuv c lt lt a o izio tale lole w PT z ais 5 ol o 5 a oO x a oO a Your forward unconditional feature 2 fe Cc 3 e 3 w x a fe o vV lt w a o o wn oO 5 w bay oO 5 w a T lt oO E O 7 a eo O o a V rr 3 oO T o Tr Cc aT oO mi i i E Cd Ed lt x o o ojojeje 2 33 3 35 15 6 9 59 9 0 zlo 12 2 2 28 3 13 EEEE lt x ix lt o 0 SClolfololx 3 fo fe fc fe 3 ni ini ini ini ea S56 lt i lt lt lt S 5 0 om Rom om hom to Za hE hi hE A eE
37. Help 6 The Everyone Group should have Allow Access set Click OK Voicemail Pro IP Office Page 386 15 601063 Issue 201 03 March 2009 7 Click on the Edit Default button for Default Launch Permissions Registry Yalue Permissions E x Registry Value DefaultLaunchPermission Owner Account Unknown Name E Administrators Allow Launch E erone Allow Launch Ga INTERACTIVE Allow Launch amp IUSR_EN3000D0CSRY1 Internet Guest Ac Allow Launch s S ae Launch IIS Proce Allow Launch SYSTEM Allow Launch Type of Access Allow Launch x Cancel Add Remove Help 8 The Everyone Group should have Allow Launch set Click OK 9 Click on Edit Default button for Default Configuration Permissions Registry Key Permissions x Registry Key HKEY_CLASSES ROOT Owner Administrators Name E Administrators Full Control CREATOR OWNER Full Control Everyone Full Control mise Power Users Special Access ie SYSTEM Full Control a TERMINAL SERVER USER Special Access ae Users Read Type of Access amine Cancel Add Remove Help 10 The Everyone Group should have Full Control set Click OK 11 Click Apply 12 Click OK 13 Reboot the PC Voicemail Pro IP Office Appendix Installing IMS Page 387 15 601063 Issue 201 03 March 2009 B2c DCOM Settings for XP Pro SP2 and Windows 2003 SP1 PC s This process adjusts the DCOM settings on an individual PC running either Windows
38. IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Examples Using VB Script 8 1 2 15 GetName Method The GetName method is used to obtain the NAM session variable Voice GetName dlgid As Long 0 As String e Parameters e digid The connection ID as passed in to the script e Return Value The value of the NAM session variable associated with the specified voicemail session 8 1 2 16 GetNewMsgs Method The GetNewMsgs method is used to obtain the number of new messages contained within the session s mailbox Voice GetNewMsgs dlgid As Long 0 As Long e Parameters e digid The connection ID as passed in to the script e Return Value The number of new messages contained within the session s mailbox 8 1 2 17 GetOldMsgs Method The GetOldMsgs method is used to obtain the number of old messages contained within the session s mailbox Voice GetOldMsgs dlgid As Long 0 As Long e Parameters e digid The connection ID as passed in to the script e Return Value The number of old messages contained within the session s mailbox Voicemail Pro Page 323 IP Office 15 601063 Issue 201 03 March 2009 8 1 2 18 GetPositioninQueue Method The GetPositionInQueue method is used to obtain the QPOS session variable Voice GetPositionInQueue dlgid As Long 0 As String e Parameters e digid The connection ID as passed in to the script e Return Value The value of the QPOS s
39. KEY or Save 1234 Message Handling e Forward a Message FWD lt ext1 gt lt ext2 gt This option can be used with a generic action that is proceeded by an action that records a message such as a Voice Question or Edit Play List action It then forwards the message to another mailbox or mailboxes Each extension number should be followed by a plus an additional at the end of the string Twinning Control e Enable Mobile Twinning CFG Set lt ext gt twinning_type Mobile Used to set the user s twinning type as Mobile in the IP Office configuration Enables mobile twinning if the user has a mobile twinning number set in the configuration e Set the Mobile Twinning Destination CFG Set lt ext gt mobile_twinning_number KEY Used to set the user s mobile twinning number e Enable Internal Twinning CFG Set lt ext gt twinning_type Internal Used to set the user s twinning type as Internal in the IP Office configuration Enables internal twinning if the user has a twinning handset number set in the configuration Absence Text Absence text can be displayed to internal callers who call a user s extension The text is displayed on their phone if possible and in Phone Manager and SoftConsole Have the display of absence text enabled does not change the routing of calls e Select absent message CFG SET lt mailbox name or extension gt absent_msg 0 Select an absent message between 0 and 11 This does not enable the use of the absence
40. The new statue type for the message This can start with an N for new O for old and S for saved e Return Value This method does not return a value 8 1 2 36 SetRegister Method The SetRegister method is used to store a string in one of the sixteen session data variables CPO to CP15 Voice SetRegister regnum As Long data As String dlgid As Long 0 e Parameters e regnum Data register to use for storage 0 15 e data The data to store within this register e digid The connection ID as passed in to the script e Return Value This method does not return a value Voicemail Pro Page 333 IP Office 15 601063 Issue 201 03 March 2009 8 1 2 37 SetResult Method The SetResult method is used to set the RES session variable Voice SetResult result As String dlgid As Long 0 e Parameters e result The new value for the RES variable e digid The connection ID as passed in to the script e Return Value This method does not return a value 8 1 2 38 SetSavedResult Method The SetSavedResult method is used to set the SAV session variable Voice SetSavedResult result As String dlgid As Long 0 e Parameters e result The new value for the SAV variable e digid The connection ID as passed in to the script e Return Value This method does not return a value 8 1 2 39 SetVariable Method The SetVariable method is used to set the VAR session variable Voice SetVariable vari
41. VB Script However the variable will be overwritten after the VB Action is completed If the values from the VB action icon need to be passed to subsequent actions it is advisable to use user variables e Owning object vmprov5 voicescript e String e Set A string object that contains the new value for the RES variable For example Voice Result String e Get A string object containing the current value for RES For example String Voice Result e Example Sub Main dlgid dim registration Set Voice CreateObject vmprov5 voicescript registration Voice Register dlgid if registration Then dim result dim success DO SOME PROCESSING if success Then Voice Result TRUE else Voice Result FALSE end if End Sub Voicemail Pro Page 315 IP Office 15 601063 Issue 201 03 March 2009 8 1 1 11 SavedMsgs Property The SavedMsgs property returns the number of saved messages contained within the session mailbox e Owning object vmprov5 voicescript e String e Set This property is read only e Get The number of saved messages within the mailbox For example Number Voice SavedMsgs 8 1 1 12 SavedResult Property The SavedResult property gets and sets the SAV voicemail system variable e Owning object vmprov5 voicescript e String e Set A string object that contains the new value for the SAV variable For example voice SavedResult String e Get A string object containing the current value for SAV For example St
42. Will be your preferred media type Your password cannot be the same as your extension number consecutive digits or a single repeated digit Please enter new password and the key At beginning of message to step back to previous message press 2 to listen press Zero Approximately At beginning of message To enter the telephone number of a fax machine press 5 Enter the telephone number of a fax machine followed by the sign The telephone number of a fax machine should be entered as it would be dialed from the location of your messaging system It can contain a maximum of 23 digits including trunk access long distance or international access codes if necessary and is subject to administrator restrictions 2031 Voicemail Pro Page 296 IP Office 15 601063 Issue 201 03 March 2009 Prompts US English Intuity Prompts WAV File Intuity Prompt O71 You are specifying the telephone number of a fax machine 409 4434 Iphabetic characters A to Z G0000 G0009 Press zero through to Press 9 010 G0019 Press zero through to Press 9 G0020 G0029 gt Press zero Press 9 G0031 Press the key G0032 Press G0040 G0041 G0042 G0043 G0044 G0045 For instructions on entering your outcalling number G0046 For instruction on configuring outcalling G0047 G0051 G0052 Subject to administrator restrictions G0053 G0054 G0055 G0061 G0062 G0063 G0064 G0065 G0071 For
43. a Miscellaneous Actions ay eMail Action 268 Email a recording agl Open Door Action 26 Open and or close a door relay te Alarm Set Action 27 Set an alarm call time Clock Action 270 Play the time to the caller Zf Post Dial Action 27 Play a recording to an extension y VB Script Action 27 gt Allows Visual Basic to be used to script call flow events e P Remote Call Flow 274 Allows call flows developed elsewhere to be included in an existing call flow Voicemail Pro Page 267 IP Office 15 601063 Issue 20 03 March 2009 6 8 1 eMail ay The eMail action is used to send a recording to a specific email address To add an eMail action 1 Click the a Miscellaneous Actions icon and select g eMail 2 Select the Specific tab Complete the fields with relevant details grosgesessesosegoososeos General Entry Prompts Specific Reporting Results E A gt Send e mail Send e mail to eee o Subject Content Attach file to e mail NB Path is assumed to be on the Yoicemail Server In the Send e mail to field type the email address of the recipient In the Subject field type the subject line for the email In the Content field type the text to be placed in the email In the Attach file to email field the recorded file to be attached to the email needs to be selected If just is entered then the action will use the
44. aa_04 Please hold while we try to connect you aa_05 An operator is currently unavailable aa_06 Please key in the extension number you would like to leave a message for aa_07 Good bye and thank you for calling alpha_O1 Press to accepted data 1 to hear the data 2 to delete the data 3 to delete the last character to accept the data and continue alpha_02 Data has been deleted alrm_1 You have an alarm call set for alrm_2 Alarm has been deleted press 1 to continue or to quit alrm_3 Please enter the time for the alarm call in 24 hour clock notation alrm_4 alrm_5 Press 1 to validate press 2 to add a message to the end press to cancel alrm_6 alrm_7 alrm_8 alrm_9 M his time is invalid please try again his is an alarm call please hang up cmp_0O1 The current campaign message has been marked as deleted cmp_02 The current campaign message has been marked as completed cmp_03 The current campaign message has been abandoned cmp_04 Press 1 to start again press 2 to rewind press 3 to abandon press 4 to delete press 5 to complete press 7 for previous field press 8 for start of current field press 9 for next field press to forward press 0 to pause press to rewind conf_O1 A conference is not currently scheduled conf_02 There was a problem transferring you into the conference T T aor_00 Warning your call is being recorded TI TI conf_03 Please enter
45. gt Voice Recording Library Auto Manual Recording mail box 21 4 Extn214 Voice Recording Library Manual Used for manual recording 4 In Manual Recording Mailbox select from the list the mailbox that is to be used to contain recordings triggered by the user e The Voice Recording Library options can be used only if a VRL application has been installed and licensed For more information see Voice Recording Library 17h e Click OK e Click al to merge the configuration change back to the IP Office Voicemail Pro Page 173 IP Office 15 601063 Issue 20 03 March 2009 4 8 4 2 Customizing Manual Recording Normally recording is performed by the Voicemail Pro server as a default task However a module named Record can be used to customize the operation of auto recording Notes e If a Record module is created it overrides the default record operation Therefore it must at minimum emulate the default manual recording process of placing recordings into the mailbox of the user who triggered recording For example in the module call flow shown below the Listen action is set to S UUT e Whenever recording is triggered UUT contains the user name of the user who that triggered the recording process Modules gt Record Start Point Properties for Listen Listen to Caller s Mailbox Mailbox Voicemail Pro Page 174 IP Office 15 601063 Issue 20 03 March 2009 Administration Record
46. on to the client computer and if this is a domain user or a local user It can tell you that the protocol requested by the client is not available on the server and so forth COM logs are usually added to the system log Voicemail Pro Page 403 IP Office 15 601063 Issue 201 03 March 2009 9 1 7 6 Tracing in Debug Many applications including Voicemail Pro and IMS output activity messages that are viewable in Debug View DbgView This application can be downloaded from http marketingtools avaya com knowledgebase tools debug Dbgout 01 5 2816 2892 D1 lMainChinstDLL 0x10000000 fdwReason DLL_THREAD_DETA A vmprov5s 0 2816 2872 Create New User 192 168 42 1 port 4098 F vmprov5s 2816 2872 Licence summary for 192 168 42 1 vmprov5s 2816 2872 Voicemail Pro is licenced vmprov5s 2816 2872 Integrated messaging is licenced vmprov5s 2816 2872 VPIM is NOT licence vmprov5s 2816 2872 voice recording library is_ NOT licenced vmprov5s 2816 2872 3rd Party Database is NOT licenced vmprov5s 2816 2872 VB Scripting is NOT licenced vmprov5s 2816 2872 Outlook Calendar based greetings is NOT licenc vmprov5s 2816 2872 Scansoft TTS Support is NOT licenced vmprov5s 2816 2872 Generic TTS Support is NOT licenced vmprov5s 2816 2872 BulkInfoRequest 192 168 42 1 3 vmprov5s 2816 2872 PBX Requesting ALaw companding vmprov5s 2816 2872 Initialize Sequencer tx_seq 0 rx_seq 0 vmprov5s 2816 2872 TFTPLoadFile 192 168 42 1 vmprov5s 28
47. server An Exchange User account for user IMS A list equating Exchange User account names with voicemail box users Use of the Large Fonts setting is not supported Use of this option may cause options on some screens to become inaccessible Operating System Support Voicemail Pro with IMS is only supported on the following Windows operating systems Windows 2000 Server with SP2 Windows 2003 Server with SP1 Windows 64 bit versions of the above are not supported Variants of the above such as Windows SBC and Windows DataCenter are supported No other operating systems are supported Network Requirements 100Mbps network card The server PC should be configured and tested for TCP IP networking We strongly recommend that the voicemail server PC is connected to the IP Office Control Unit directly If this is not possible it should be connected via a LAN switch rather than a LAN hub If directly connected to the IP Office control unit change the settings of the PC network card to match the IP Office control unit as listed in the table below All IP Office LAN ports are 10Mbps 100Mbps auto sensing but it is recommended that the settings of the LAN switch port or network card connected to the IP Office are set as listed in the table below Small Office Edition Any LAN port 100Mbps Full duplex IP406 V2 Any LAN port 100Mbps Full duplex IP412 LAN1 100Mbps Half duplex IP Office 500 LAN 100Mbps Full duplex The PC should have a fixed I
48. telephone keypad and then making a selection from the matches found To use this feature the caller must use a telephone with DTMF dialing and with ITU alphabet letter keys as shown here ABC DEF a D a w i lt x lt N o z z N Oo The main pre requisites before a Dial by Name action can be used are 1 User Names The user names are set through the IP Office Manager Either the user s Name or Full Name field can be used for Dial by Name If the Full Name field is set then it takes precedence over the Name field Changing Names Voicemail Pro mailboxes are created to match existing user Name s If a user Name is changed Voicemail Pro will create a new mailbox to match the new Name Therefore care must be taken to ensure that Name field entries are as accurate as possible when first setting up users Using the Full Name field for Dial by Name is recommended as the Full Name entry can be changed without affecting the existing mailbox entries 2 User Name Recordings Each mailbox to be included by the Dial by Name action needs to have had a user name recorded This can be done in two ways Intuity Mailbox Mode By default when the user first enters their mailbox they will be asked to set their voicemail code password and then to record their name IP Office Mailbox Mode In this mode you need to set up a call flow that allows users to record their name In this document we have included an example module that can b
49. the selection is stored as the KEY variable and the True result connection is used KEY should be entered in the mailbox field of the following action This method allows a Dial by Name action to be used to set the destination for a following action such as Get Mail Leave Mail Listen etc For an example of the action in a call flow see Example Call Flow Dial by Name s47 Voicemail Pro Page 261 IP Office 15 601063 Issue 201 03 March 2009 6 7 8 Conferencing Center TT TT The Conferencing Center action is used in conjunction with the Avaya IP Office Conferencing Center if installed It provides a route for callers to enter the conference ID and their conference PIN code To add a Conferencing Center action TT 1 Click the ei Telephony Actions icon and select amp amp Conferencing Center 2 Select the Specific tab Reporting Results Please complete the conference details IV Gather conference and pin information before validation Allow the delegate to try and enter the conference ID a total of 3 24 times e If the caller is to be asked for conference ID and then the PIN check the option Gather conference and pin information before validation The results are collected and then verified If either entry is invalid the caller is notified but not told which entry is incorrect If this option is not selected then the entries are validated as they are entered e The number of times that a c
50. 1 Please enter month day To delete this message press D Received 3 gt rt o D tO 5 5 a ov 5 E P 1 fo Q o m a hel fo wn wn H cot 6 pek D lt o D O a ke wn wn N w Contact administrator for help Please make entry soon or be disconnected Cannot get your messages now due to multiple logins to your mailbox To exit directory press To have system wait press W to access the names or numbers directory press N If finished please hang up or to disconnect IP Office press X N jee N N N nN o 0 NOU i Pk be lele z olov 8iala 3e e o ovo 13 3 oloo 31313 olo OD o 315 a 10 0 0l 3 5 et icr oo w a i zlo E to 53 53 og 3 0 Oo rs N o ee You are in the main directory To find a subscribers extension enter the last name followed by the sign To enter the letter Q press 7 for z press 9 To lookup by extension instead press 2 If you wish to specify a non IP Office subscriber first change to extension addressing by pressing A To transfer to another extension press T Louder press 4 softer press 7 faster press 9 slower press 8 To add entries press 1 To renter list press 5 To specify owner by name press 2 You are at the activity menu You are changing your password January February Whwlwlulwlwlwlwlwi NININININ Ny ats Bie e olo KEKEE aS Nie a ol N o z z g gt 9
51. 2009 IP Office This key must be enabled to allow tracing using the other keys below Provide tracing about speech channel events received This provides some tracing for when certain COM objects are constructed As a whole it is not required for diagnostics This provides some tracing for when certain COM objects are destructed As a whole it is not required for diagnostics Provides diagnostic for when a connection occurs server to server or client to server Generally used by the client software to trace out information about the functions that are being executed Allows certain created COM objects to be traced When a client connects to a server it connects through a proxy This settings allows information from the proxy to be traced This indicates when the reference count for certain COM objects is changed through AddRef Release When certain internal objects are created such as a channel object for speech playback this information is tracked Using this setting every minute a trace occurs of the object list Provide tracing about events that are sent from the server to its clients Provide tracing about mailbox events received Provide tracing about message events received Appendix Installing IMS IMS Client Keys HKEY_CURRENT_USER Software Avaya Integrated Messaging Client EnableTracing ConstructorTracing DestructorTracing EnableFunctionTracing EnableObjectTracing EnableProxyTracing En
52. 3 3 1 Fax Server Configuration 122 3 3 2 Setting the VoiceMail Pro System Fax NUMDGR eeu ees weet rse eed tee ete 123 3 3 3 Setting up Fax Forwarding eccsseeeseeeeeee 125 3 3 4 Setting Up a User Defined Fax Number 125 3 3 5 Routing Fax Calls Using a Menu Acction 126 3 3 6 Configuring an Analog Extension Number for Fax US ii ciich eed dl eet eet nea ie 127 3 3 7 Castelle Fax Servel eccceceesceeeseeseeeeteeeeeeeees 128 4 Administration 4 1 Starting the Voicemail Pro Client cece 132 4 1 1 Logging in to the Voicemail Pro Server 132 4 2 Administrator Configuration ccceceeeeeseeeeneeeeeeees 135 4 2 1 Changing Administrator Details ee 136 4 2 2 Deleting an Administrator 136 4 2 3 Resetting a PASSWOMG c cc eeeseeeeseeeeeenetereees 137 4 2 4 Releasing a Locked Administrator Login 137 4 3 General Administration eceeseeeeeeeeeeseeeeneeeneeees 138 4 3 1 Changing the Inactivity Timeout 138 4 3 2 Changing Mailbox Operation Mode 04 139 4 3 3 Confirm Call Flow Download Window 140 4 3 4 Changing your PaSSWOMGC eseeeeeeeeeeeeeees 140 4 4 Routing Calls to Voicemail cceeceeeeeeseeeteeeeeeees 141 4 4 1 Routing Calls to Voicemail cceceeeeeeee 142 4 4 2 Transferring Calls to Voicemail 142 4 4 3 Using Short Codes to Access Voicemail 143 4 4 4 Using VM to Access Voicemai
53. 3 Customer Menu After completing the sequence of questions and responses the caller can be offered a menu of options The Customer Menu window of the Campaign Wizard is used to select the options available Campaign Wizard a aa x Customer Menu Please select the prompt to be played after the customer has made their recordings Please select which options will be available to the customer after the above prompt has played O11 Save the Campaign and then quit Al 02 Play back responses to Campaign EBE Restart the whole Campaign vi O4 Quit the Campaign without saving Time out IV wait for a key press for up to 30 a seconds Help lt Back i W Cancel e Please select the prompt to be played after the customer has made their recordings You can select or create a prompt that is then played to callers after completing the sequence of questions and answers The prompt should inform the customer of which actions selected from the list they can use Click to specify which prompt to play or create a new prompt in the Wave Editor window For more information see Using the Wave Editor 23h e Please select which options will be available to the customer after the above prompt has played Check the boxes to select the options that will be available to the customer The customer then needs to press the corresponding key e Save the Campaign and then quit Saves caller responses and then disconnects the caller e P
54. 4 8 2 Changing the Recording Time 000 170 4 8 3 Voice Recording Library VRL 170 4 8 4 Manual Call Recording cceeeeeseeeseeereeees 171 4 8 5 Automatic Call ReECording ccceceeeeeeeeee 175 4 9 ANNOUNCEMENTS cc ceeeeseeeeeeeeeeeneeeeeeneeeeeaeeteeneeeteaaes 181 4 9 1 Mandatory Announcement Examople 181 4 9 2 Personal Announcements 182 4 10 Support for Callers with Impaired Hearing 183 4 10 1 Installing Voicemail Pro TTY Prompts 184 4 10 2 Changing User Locale eeeeeeeeeeeeeereeees 184 4 10 3 Advice for Mailbox Owners Using a TTY DIE E E E E 184 4 10 4 Changing the Language Setting for a TTY DViCO riei ae ele 185 4 11 Changing Language cceeceeseeeeteeeeeteeeneeeneeee 187 4 11 1 Supported Languages cceseeseeeteeeeeee 187 4 11 2 Changing the Language of System Prompts 188 4 11 3 Changing the Language of Custom Prompts 189 4 12 Mobile TWinning eeeeceeeeeeeeeeseeeeeeneeeeeneeeeeneeeneaes 190 4 12 1 Example Call FIOW ecceeceeeeeseeeeteeeneeeees 191 4 13 Remote Voicemail Notification eee 193 4 1314 Callback AEAEE ESE TEASA AT 194 413 2 Outealling asr oo eh ea 196 5 Using the Voicemail Pro Client 5 1 The Main Voicemail Pro WindoW cesses 201 5 2 TOoIDar ICONS 2 325 ccsiec fee E 202 5 3 Saving Changes and Making them Live 0 203 5 4 Importing and Exporting Call FIOWS
55. 430 Audix Digital networking 430 Audix Networking 429 433 Audix System 430 433 Audix TTY Interface User Guide 184 authorised Outcalling 288 Auto Attendant 103 126 Auto Recording Customizing 180 auto sensing 366 AutoAttend 215 Automated Attendant 62 Automatic 111 142 155 175 176 288 415 433 set 377 Automatic Message Deletion 111 155 Automatic Recording Options Setting 176 Automatic Updates selecting 415 AutoRecord 180 Page 437 15 601063 Issue 201 03 March 2009 Available Actions 226 Avaya Interchange 429 430 Avaya Interchange Enterprise List Administration 430 Avaya Interchange Interface Configuring 430 Avaya Interchange Release 5 4 430 Avaya Interchange Release 5 4 Adding VPIM System 430 Avaya Intuity 154 429 430 Avaya Intuity Audix 430 Configuring 429 Avaya IP Office 170 262 366 377 412 414 416 417 Avaya IP Office Conferencing Center 262 Avaya IP Office ContactStore 170 Avaya IP Office Integrated 414 Avaya IP Office Integrated Messaging 412 Avaya IP Office Integrated Messaging Service 414 Avaya IP Office Services 377 417 Avaya IP Office Small Office Edition 366 Avaya IP Office Voicemail Pro 416 Avaya IP Office Voicemail Pro IMS Clients 416 Avaya Terminal Emulator 429 433 Avaya Text Installing 66 Speech 66 Avaya TTS 65 66 Avaya TTS CD 66 Avaya voicemail 154 430 433 Avaya Voicemail Pro 433 Identify 430 Avaya Voicemail Pro icon 433 avaya 8ccy2i4d3 Hello 433 avaya 8ccy2i4d3 Microsoft ESMT
56. 433 Requires Authentication 120 Requires TTS 211 226 239 RES voicemail 315 Resources 103 415 restore 288 Database 41 398 IMS users 412 Registry 41 398 restorereg bat 41 398 Restrictions 61 62 288 381 result As String 334 result occurs 225 Result Property 315 results depending on 102 246 results includes 255 results represents 225 Results Tab 234 Retries 261 Number 113 197 Retrieving Data 338 Retry Interval 113 197 return counts 321 Right click My Computer 368 Ringback 158 193 Ringing 162 182 Page 450 15 601063 Issue 201 03 March 2009 Root vmp 109 203 204 Rotat 349 Route Incoming 226 257 Route Incoming Call add 257 Route Incoming Call Action 226 257 Routing action 226 255 257 Routing Faxes 126 Run DbgView exe 91 404 Run regedt32 exe 408 Run Restorereg bat file 412 Russian 65 S S N 367 8100 433 access 429 sample listing 231 samples 231 SAPI XML 67 SAPI 65 66 67 239 SAPI XML 239 samples 67 SAPI XML tags 67 modify 239 SAPI5 TTS 65 SAV 211 311 316 325 329 334 SAV voicemail 316 SavedMsgs 311 316 SavedMsgs Property 311 316 SavedResult 316 SavedResult Property 316 Say lt emph gt boo lt emph 67 saying 3001 67 Record 231 ScanSoft 65 66 ScanSoft TTS 65 SCN 61 62 Secretary 102 196 288 Select Features window 372 selected Basic Actions 224 Selecting Mailboxes 65 205 379 397 SelfSelect back 147 Send e mail 268 Send Message 288 301 Warning 430 send me
57. 5 9 3 Week Planner The Week Planner element is used to set which time periods during a normal week return true It consists of an entry for each day of the week and a start and end time for the true period on each day e Apply Logical OR X if more than one day selected By default the logical AND X is applied to this condition element If more than one day is selected then element cannot return true For example it cannot be the Monday and Tuesday at the same time When multiple days are selected the OR X settings should be applied In our example the element will then be true if it is Monday or Tuesday To add a Week Planner element 1 Click the i Element List icon in the toolbar 2 Click Week Planner Example The conditions for a call flow can be altered so that calls received between 09 00 and 18 00 Monday to Friday are treated differently to calls received outside of these hours 1 Click the ie Conditions Editor icon The Conditions Editor window opens 2 Click the New Condition icon in the toolbar The New Condition window opens 3 Type a name for the new condition 4 Click OK The icon sition Name is placed in the Condition Editor window 5 Click the A Elements icon select Week Planner 6 Click O Condition Name in the Condition Editor window The Week Planner icon is added 7 Double click the Week Planner to open the Week Planner window 8 Check the days Monday through to Friday The start and e
58. 50 176 changed during 187 pressed during 171 Routing 142 Transferring 142 voicemail functions 205 call archiving system 107 call depending on 226 call flow according 211 call follows Invalid 258 263 call handling 273 call involving 171 Call List 226 add 260 Call List Action 226 260 Call Park 355 Call processing 350 Call Recording 62 107 168 171 Advice 169 Call Recording Message Advice 169 Call Recording Warning 168 169 Call Route 153 226 Incoming 175 Call Routing 226 Incoming 144 Call Status 226 257 Call Status Action 257 call This 171 Call VRL 107 Callback 101 145 193 195 205 207 208 233 252 288 Select 194 Callback Used 205 207 Callback Number 193 194 195 252 caller attempts access 207 Caller Display Type 127 caller explaining 265 caller matches ISBN 338 caller pressing 102 240 246 caller purchases 337 callerid 312 Caller s Mailbox 245 246 247 251 252 set 348 callflow 239 245 callflows 135 Page 438 15 601063 Issue 201 03 March 2009 CallingParty 312 CallingParty Property 312 CallRecord 171 calls direct 347 calls during 222 Calls Error Message 105 Campaign Action 166 226 249 351 353 355 Campaign Editor 351 Campaign Identification 355 Campaign Identification window Campaign Wizard 355 Campaign Web 357 Campaign Web Campaign open 357 Campaign Web Component 357 Campaign Wizard Campaign Identification window 351 Campaign Wizard Customer 351 Campaign Wizard Custome
59. An individual short code on the IP Office This requires a matching special short code to be set up in Manager wA Default Start Points Rather than set up individual start points for every user and group you can also program actions against the default start points These will then be used for all calls received by the Voicemail Server that don t match a specific start point For more information see Default Start Points 207 A Voicemail Pro Administrators When the Voicemail Pro Administrators folder is selected a list is displayed in the details pane The list contains the name type and status of the administrators Details can be added amended or deleted For more information see Adding an Administrator 135 m Modules Modules are reusable sets of actions They allow you to create a sequence of actions that you can then use within any other start point s call flow Any changes to the module will affect all the start points using that module This simplifies the programming of actions if a number of start points use the same sequence of actions Using modules also reduces the size of the call flow For more information see Creating Modules Overview 2151 Voicemail Pro Page 206 IP Office 15 601063 Issue 201 03 March 2009 Using the Voicemail Pro Client Start Points 5 6 1 Default Start Points The default start points can be used to create a sequence of actions that will be applied to all suitable calls unless a specific start
60. Announcements On Announcements will be played to a caller who is in a queued or waiting for the hunt group Hunt Group Voicemail Fallback Queuing Yoice Recording Announcements V Announcements On Wait before 1st announcement seconds f I Synchronise Calls Flag call as answered a Play ist announcement Post announcement tone Music on hold bd 2nd Announcement Iv Wait before 2nd announcement 20 seconds z l Play 2nd announcement l Repeat last announcement Iv l Wait before repeat seconds 20 5 Select the amount of time for the caller to be queued or waiting before they hear the first announcement The Wait before 1st announcement seconds default is 10 6 Select the Post announcement tone The options are Ringing Music on Hold or Silence The default selection is Music on hold 7 Optional Check 2nd announcement to play another message to the caller 8 Optional Select the amount of time between the first and second announcements The default time is 20 seconds 9 Optional If the second announcement is to be repeatedly played to the caller until their call is answered check Repeat last announcement 10 Click OK to save the changes 11 Click al to merge the configuration back to the IP Office Voicemail Pro Page 162 IP Office 15 601063 Issue 201 03 March 2009 Administration Hunt Group Voicemail Recording the Announcements The standard announcement used
61. Back up the Accounts Names Greetings Folders and Custom wav files in a separate directory 3 Navigate to C Program Files Avaya IP Office Voicemail Pro then run Backupreg bat This will back up the IMS account information entered in the IMS Admin Tool to VMPRO arf NETALY arf IMSGATEWAY arf The files are backed up to C WINDIR temp Y WINDIR is the directory where Windows is installed 4 Copy the three files to a backup device 5 Install the Voicemail Pro software onto the new PC 6 Stop the Voicemail Pro services and copy the Accounts Names Greetings Folders and Custom wav files from the old PC to the directory on the new PC 7 Copy the VMPRO arf NETALY arf and IMSGATEWAY arf files to the new PCs Window s Temp directory C windowstemp or C winnt temp 8 Run Restorereg bat file This will restore the IMS user s account information 9 Start the Voicemail Pro and IMS services 10 Import the VM Pro database Save and make Live Voicemail Pro Page 412 IP Office 15 601063 Issue 201 03 March 2009 Appendix Installing IMS 9 1 8 6 IMS Client Not Showing in Outlook Tools The Integrated Messaging Tab may be disabled and not show in Outlook s Tool Options tab This is caused by outlook disabling the Extension dll file which can be caused by the IMS user opening Microsoft Outlook and not being able to synchronize with the Voicemail Pro server if the user then closes and opens Outlook they may receive the following err
62. Canadian Hungarian Italian Korean Dutch Norwegian Polish Portuguese Brazilian Swedish IP500 X IP Office Standard Edition IP Office Professional Edition License See below The Voicemail Pro server part of the software consists of several components in addition to the core server software these are e Campaigns The Voicemail Pro can be configured to run a campaign This consists of a series of questions for which the Voicemail Pro records the callers answer or key presses The resulting recordings can then be played back by users The web aspect of campaigns allows user to perform this playback and processing of campaign recordings via their web browser This requires an IIS web server to be run on the same PC as the Voicemail Pro software e Text to Speech TTS Through adding additional licenses the Voicemail Pro is able to use the TTS functions of Windows to speak text and numbers to callers in addition to recording prompts This is intended mainly for scenarios where the Voicemail Pro is obtaining text and number values from a customer database e UMS Web Voicemail UMS allows users to access their voicemail mailbox using either an IMAP compatible email program or through their web browser UMS Web Voicemail requires the Voicemail Pro service to be installed on a server PC that has IIS already present It also installs PHP if not detected as already present e Integrated Messaging Service IMS IMS allows synchronization bet
63. Click OK 6 Click amp Save and Make Live Voicemail Pro Page 48 IP Office 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro Voicemail Email Installation 2 5 3 Work Group Member 2 5 3 1 Installing VoiceMail Pro for MAPI VoiceMail Email as a Work Group Member Before you start to install the Voicemail Pro software you must 1 Create a voicemail user account For more information see Creating a Voicemail User Account 495 2 Configure Outlook Express for Internet Mail For more information see Configuring Outlook Express for Internet Mail 504 Configure Outlook for internet mail For more information see Configuring Outlook for Voicemail Email 464 4 Configuring Outlook for exchange server For more information see Configuring Outlook for Exchange Server 524 The user name and password created are requested as part of the installation of the Voicemail Pro service The process described here assumes that Outlook is installed but has not been previously used or configured You are then ready to install the Voicemail Pro software For more information see Installing the Voicemail Pro Software 4 By default Voicemail Pro is set to use SMTP for emails You need to change this to MAPI For more information see Switching Voicemail Pro to MAPI 484 You also need to set the SMTP Email Account settings on the Voicemail Pro so that they match those of the customer s email server For more inf
64. Copying Files window opens Before any copying starts you are presented with a summary of the settings that you have chosen so far Review the settings to make sure that they are what you expect Scroll down if necessary If the details are not what you expect click Back and make the necessary changes When you are satisfied that the details are correct click Next to start copying the files The Setup Status window opens to keep you informed while the installation takes place 17 When the installation is complete you are prompted to restart your computer Click Yes to restart now Voicemail Pro Page 39 IP Office 15 601063 Issue 201 03 March 2009 18 Click Finish 19 When the computer restarts log back in You have now finished installing the Voicemail Pro Client software You can now start the Client and log in so that you start configuring remote Voicemail Pro servers For more information see Starting 134 the Voicemail Pro Client 132 If required you can then add one or more administrator users so that other administrators can work with the Voicemail Pro Client Voicemail Pro Page 40 IP Office 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro Client Only Installation 2 4 Upgrading Voicemail Pro This section describes how to upgrade Voicemail Pro The options available are e Upgrading from Voicemail Lite to Voicemail Pro For information see Upgrading from Voicemail Lite 434 e Upgrading a Voicemail
65. Dial Plan e Select Interchange Administration gt Remote Machine gt Administration gt Dial Plan Mapping Update the form as required Configure the Interchange VPIM Interface to Voicemail Pro These steps follow the instructions in Avaya Interchange Release 5 4 Adding a VPIM System to Your Network which should be referenced for greater detail on Interchange configuration steps and options Voicemail Pro IP Office Page 430 15 601063 Issue 201 03 March 2009 Appendix IP Office to Avaya Interchange 1 Check that Interchange has available VPNM ports From the Interchange Main Menu select Customer Service Administration gt Feature Options Check that there are sufficient current entries for the Maximum Number of Digital Nodes and VPNM ports 2 Set the Interchange General Parameters From the Interchange Main Menu select System Parameters gt General Parameters Ensure that the VPNM Port Field is set to 25 3 Identify the Avaya Voicemail Pro to the interchange system From the Interchange Main Menu select Networking Administration gt Remote Machine Administration gt VPIM Machine Administration Select the name of the machine by telnet to the SMTP port of the Voicemail Pro to see how it identifies itself 4 Set the IP Office parameters From the Interchange Main Menu select Interchange Administration gt Remote Machine Administration gt Remote Machine Parameters Select Choices Select the Voicemail Pro nam
66. ET 2 2 2 Installing Typical Voicemail Pro Server and EAE E E T EN 2 2 3 Installing Custom Voicemail Pro Server and e EAn e E A eal E E E 2 2 4 Removing Software Features from a Voicemail Pro Installation csssssseceeeeeeeeeeeeeeeeee 2 2 5 Configuring Windows 2003 to Work with Web erine io lal SAE EEE ng eafis saci tees 2 2 6 The Voicemail Pro Services 2 3 Client Only Installation ec eeceeeeeeeeeeeeeeenteteeeeeneetees 2 3 1 Installing the VoiceMail Pro Client Only 2 4 Upgrading Voicemail Pro eeeeeesseeeesneeeeeneeeteneeees 2 4 1 Upgrade from below version 3 2 eee 2 4 2 Upgrade from Version 3 24 2 4 3 Upgrade to Voicemail Pro eeeeseeeereeeeeees 2 5 Voicemail Email Installation cc eeeeesseeeeseeeeeeeeees 2 5 1 Installing VoiceMail Pro for SMTP Voicemail Emaile cetacean en 2 5 2 Domain Membet eeseeeeseeeeeseeeeeneeeeeeneeereaes 2 5 3 Work Group Membel eccceeeeeeeeeeteeeeeeeteees 2 5 4 Operation cue een eae 2 6 Centralized Voicemail Pro eceeeseeeeeeeeeneeteeeneetees 2 6 1 Planning Requirements 2 6 2 ReStrictionS 2 eeeccceeseceeseeeeeeseeeeesteeeeseneenenees 2 6 37 Licens iNi edie eels 2 6 4 Configuring the Remote System Voicemail SOtliNOS tock vane e canteen eee ates 2 7 Text to Speech TTS Install ee eee eeeeeeeeeeseeeeneeeees 2 7 1 Installing Generic Text to Speech eee 2 7 2 Installing Avaya Text
67. Help 2 Click 4B the New Include File opens 3 Select a file to include 4 Click Open 5 Click Update to update the Voicemail Pro file settings Notes e If you use included files the Voicemail Pro database contains only a pointer to the name and location of the files and not the actual files Therefore you should not move or rename an included file It is strongly recommended that before you include a file you place it in the same folder as Root vmp e Click amp if you need to remove an included file The highlighted file is removed but not deleted Voicemail Pro Page 204 IP Office 15 601063 Issue 201 03 March 2009 Using the Voicemail Pro Client Including Other Files 5 6 Start Points Voicemail Pro consists of a number of start points When the voicemail server receives a call it looks for a matching start point and if it finds one it then provides a series of actions linked to that start point If no match is found then it provides standard voicemail functions to the call Start Points Navigation Pane W Yoicemail Pro Client Intuity File Edit 4ctions Administratiqn Help H amp 4 a g Specific Start Points Users Groups ae Short Codes H Default Start Points mo Voicemail Pro Administrators 28 Modules r The Navigation pane contains an expandable and collapsible list of start points These can be start points for individual users hunt groups short codes an
68. Help To add a new condition 1 Click the D icon in the toolbar The New Condition window opens 2 Enter the name for the condition and then click OK 3 The new condition is placed in the Condition Editor window The condition is represented by the icon followed by the condition name Voicemail Pro Page 217 IP Office 15 601063 Issue 201 03 March 2009 When a condition has been created elements can be added and altered A condition can consist of multiple elements including several elements of the same type In the example there are conditions added complete with elements Condition Editor Attendant XI eS Week Planner To add elements to a condition 1 Click the i Element List icon in the toolbar 2 Click the type of element required i Calendar For more information see Calendar 220 Week Planner For more information see Week Planner 22h 224 Compare For more information see Compare 222 G Condition For more information see Condition 222 3 Click Condition Name in the Condition Editor window The element icon is added 4 You can now edit the element s settings To edit elements 1 Select the element click BS Edit icon in the toolbar The element s properties window opens Alternatively double click the element to open the properties window 2 Make any changes 3 Click OK to save the changes and close the properties window Voicemail Pro Page 218 I
69. Mode 412 Outlook Delegates Cause IMS Slow 416 outlook disabling 413 Outlook email 369 Outlook Express 50 Outlook icon 368 Outlook Menu Bar 392 Outlook Tools 394 413 Outlook s 413 414 Outlook s Tool 413 P Page Calls 271 Pager 193 194 263 Pager gt KEY 263 Parallel Port Feature Key 371 Park Slot 355 passing voicemail 182 Password Never Expires 368 path during calls 183 Path Setting 106 Path Settings installed 118 401 Page 448 15 601063 Issue 201 03 March 2009 Path Settings window 372 path file 317 318 328 329 331 pathname 317 329 331 file 318 PC acting 64 PC Control Panel 433 PC hosting key 371 PC Multimedia 231 PC running 381 409 433 PCs 364 381 412 PC s 362 PCs Window s Temp 412 PC s Windows Control Panel 106 PDF 154 Peak Times 113 197 288 Pentium 365 380 Permissions 281 336 368 379 381 403 411 416 430 Permitted 105 Personal Announcements 181 182 points 42 398 Personal Distribution List 155 creating 236 group 159 Personal Distribution Lists 155 159 personalised 182 Phone Manager 141 142 144 154 155 158 171 355 changes 190 Phone Manager application 154 Phone Manager Pro 154 155 171 Phone Manager User Guide 190 see 154 Pick Up Automatically 392 PIN 226 229 243 262 301 349 enter 252 set 348 Ping Test 433 Pitch Change 67 Planning Requirements 62 Play Advice 169 check 107 Play Advice on Call Recording 169 Play Configuration 194 195 207 226 252 Play Co
70. Numbers Source Number dd 210 Ed n New Source Number Source Number HMain OK ama Cancel 5 In the Source Number field enter H followed by the hunt group name For example to receive message waiting indication from a hunt group called Main enter HMain 6 Click OK 7 Click a to merge the configuration change back to the IP Office Voicemail Pro Page 158 IP Office 15 601063 Issue 201 03 March 2009 Administration Hunt Group Voicemail 4 7 3 Configuring Group Broadcast If the Broadcast option is enabled a message for a hunt group is copied to the individual user mailboxes of each hunt group member A call flow can be created that includes the Generic Action For more information see Generic Action 236 If messages need to be forwarded to the same group a Personal Distribution List could be created For more information see Personal Distribution Lists 155 To configure Group Broadcast 1 Open IP Office Manager 2 In the Navigation pane click a HuntGroup and select the required group 3 Click the Voicemail tab Voicemail Voicemail Code nis Confirm Voicemail Code sii Voicemail Email sales acme coml Yoicemail Email IV Voicemail On c Off Copy C Forward Alert E nate l Broadcast 4 Check Broadcast 5 Click OK 6 Click al to merge the configuration change back to the IP Office Voicemail Pro Page 159 IP Office 15 601063 Issue 201 03 March 2009 4 7 4
71. Office mode the call follows Leave Mail action s Failure or Success results depending on whether the caller presses 0 before or after the record tone e For Intuity mode pressing 0 always follows the mailbox user s Voicemail Reception setting Voicemail Pro Page 102 IP Office 15 601063 Issue 201 03 March 2009 Configuring Voicemail Pro IP Office Configuration 3 1 6 Voicemail Channel Reservations By default there are no reserved channels Specific functions can have voicemail channels reserved for their use IP Office manager is used to reserve channels For more information see IP Office Manager help Voicemail channel reservations can be made for e Auto Attendant e Announcements e Voice recording e Mailbox access e Mandatory voice recording It is worth checking the voicemail channel reservations if there are problems If insufficient voicemail channels are available e Internal calls to an auto attendant are queued The call will queue until a resource becomes available e Announcements are not heard by the caller but the call is routed correctly e Manual voice recording is activated but no recording is made The call will continue e Users are placed in a queue when trying to access their mailbox access e A user with mandatory recording on outgoing calls internal and external gets a busy tone e A call on a line with mandatory recording set will be barred Channel Restrictions e The Voicemail Pro server has rest
72. String As String e Parameters e file This contains the name of the file to be translated e GREETING greeting The file is relative to the greetings directory e ACCOUNTS mailbox message The file is relative to the accounts directory e CAMPAIGN campaign message The file is relative to the campaigns directory e If the fully qualified path is specified drive path file then the full specified path name is used otherwise the file is relative to the specified locale within the WAVS directory e Return Value The equivalent fully qualified path name for the specified file 8 1 2 4 GetCallingParty Method The GetCallingParty method is used to obtain the CLI session variable Voice GetCallingParty dlgid As Long 0 As String e Parameters e digid The connection ID as passed in to the script e Return Value The value of the CLI session variable associated with the specified voicemail session Voicemail Pro Page 318 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Examples Using VB Script 8 1 2 5 GetDTMF Method The GetDTMF method is used to return user s DTMF input Voice GetDTMF digits As Long 1 timeout As Long 30 dlgid As Long 0 As String e Parameters e digits The maximum number of DTMF digits to capture e timeout The maximum time to wait for DTMF input e digid The connection ID as passed in to the script e Return Value The DTMF keys that were pressed
73. TWENTY FIRST SEPTEMBER QPOS position This plays out You are at queue position position in the queue QTIM eta This plays out Estimated time to answer is eta minutes e MSGN msgs Plays out the specified number of old messages e g MSGN 10 You have ten new messages e MSGO msgs Plays out the specified number of old messages e g MSGN 0 You have no old messages e MSGS msgs Plays out the specified number of old messages e g MSGS 5 You have five saved messages CID CLI CP DATE DBD DLG ETA KEY LOC POS SAV TIME UUI VAR Plays out the contents on one of the system variables If the string just contains numbers then the digits are played for example 12345 plays one two three four five GREETING greeting Plays out the greeting stored within the greetings directory the WAV extension is automatically appended ACCOUNTS mailbox message Plays out the message stored within the specified mailbox the WAV extension is automatically appended CAMPAIGN campaign message Plays out a campaign message stored within the specified campaign the WAV extension is automatically appended If the fully qualified path is specified drive path file then the full specified pathname is used otherwise the file is relative to the WAVS directory wait This is an optional parameter specifying whether voicemail should return immediately or wait until th
74. Using a Short Code to Collect Voicemail To access messages for a hunt group a short code can be created For example for a group called Main a short code can be added with the following properties Field Contains O Force Account Code Leave blank For systems running in Intuity mode the above will work only if the user is a member of the group and a custom call flow has also been set up for the collect start point to that hunt group W Yoicemail Pro Client Intuity File Edit Actions Administration Help jJA Zza S a amp Specific Start Points Users HA Groups ai Main lt atl Short Codes gA Default Start Points gA Voicemail Pro Administrators F Modules Properties for Get Mai General Entry Prompts Get message from o x CEZA 7 amp S 4 8 B ge Caller s mailbox Mailbox Members of the hunt group Main can now dial 99 from their own extensions to access hunt group messages In IP Office mode to use this short code for access from an extension that is not a member of the hunt group a voicemail code should be configured for the group Voicemail Pro IP Office Page 160 15 601063 Issue 20 03 March 2009 Administration Hunt Group Voicemail 4 7 5 Out of Hours Operation Voicemail Provides a number of greetings for groups One of these is an Out of Hours Greeting Through IP Office Manager or u
75. Voicemail Lite messages and greetings over the newly installed Voicemail Pro set 4 Using Windows Explorer or My Computer locate the folder C Program Files Avaya IP Office Voicemail Server 5 Copy all sub folders and files in that folder 6 Paste the sub folders and files in the folder C Program Files Avaya IP Office Voicemail Pro VM Replace any existing folders 7 Select the Mailbox Mode Voicemail Lite runs in IP Office mailbox mode By default Voicemail Pro installs in Intuity mailbox mode If required by your users you can set Voicemail Pro back to IP Office mailbox mode 1 Start the Voicemail Pro Client 2 Click the Preferences AI icon and select General 3 On the General tab change the Default Telephony Interface from Intuity to IP Office 4 Click OK 5 Click amp Save amp Make Live The new version of Voicemail Pro has been installed Test that the system is running by dialing 17 from any extension You should hear the mailbox announcement Voicemail Pro Page 43 IP Office 15 601063 Issue 201 03 March 2009 2 5 Voicemail Email Installation Voicemail Email sends mailbox users who have been configured with an email address an email whenever their mailbox contains a new message The notification email can contain an alert about the message or an attached copy of the message e Although they are similar in concept Voicemail Email and Integrated Messaging Service IMS are two different components of Voicemai
76. Voicemail Pro Page 370 IP Office 15 601063 Issue 201 03 March 2009 Appendix Installing IMS 9 1 5 4 Entering the IMS Licenses The Voicemail Pro must have licenses for itself any additional voicemail ports required and for IMS You must check that these have been entered into the IP Office systems configuration and that they are valid IP Office 500 systems will also require the IP500 Upgrade Standard to Professional license Without valid licenses the Voicemail Pro will operate for 2 hours before stopping and IMS will not operate at all The licenses supplied must match the serial number of the IP Office Feature Key This is printed on the Feature Key and in IP Office 4 0 systems can be checked through the Feature Key Serial Number field on the System System tab in IP Office Manager Checking Licenses 1 Do not proceed with this process until you have completed the steps in IMS Server Preparation 36 2 If not already in place the IP Office Feature Key must be installed 2 1 USB or Parallel Port Feature Key These types of keys can be attached to the same PC as the Voicemail Pro server The IP Office Feature Key Server application must be installed on the PC also Check that the application is running and the key recognised before proceeding 3 Serial Port Feature Key This type of key is connected directly to the DTE port of the IP Office control unit It does not require the Feature Key Server software to be installed on
77. Voicemail Pro when it has been installed The recommended option is Anyone who uses this computer all users 11 In the Customer Information window click Next 12 The Choose Destination Location window opens Unless there are specific reasons for changing the location the default setting is recommended Click Next 13 The Messaging Components window opens Select Voicemail Pro Full and click Next 14 The Setup Type window opens In the Setup Type window select Custom 15 Click Next 16 The Select Features window opens so that you can select which additional Voicemail Pro features to install For IMS ensure that the settings are as follows Voicemail Pro Page 372 IP Office 15 601063 Issue 201 03 March 2009 Appendix Installing IMS 16 1 Voicemail Pro Campaign Web Component is not required for IMS but is installed as part of a typical VoicemailProServer installation If a web server has already been installed but the Voicemail Pro Campaign Web Component is not required uncheck it to remove it If Voicemail Pro Campaign Web Component is required for other use make sure that it is checked so that it is not removed 16 2 Ensure that Voicemail Pro Client and Voicemail Pro Service are checked 16 3 Check any additional languages that are required It is recommended that either English or English US is always selected installed by default in addition to any languages that are required by the customer Important Do not uncheck any
78. XP Pro SP2 or Windows 2003 SP1 1 Select Start Run 2 Enter DCOMCNFG and click OK Type the name of a program Folder document or Internet resource and Windows will open it for you Windows XP may attempt to block the Microsoft Management Console Select Unblock to continue 3 Click on Component Services and then Computers D Fie Action view Window Help mx 7a g O Console Root Computers 1 objectis B Component Services S Computers E Event Viewer Local Sa Services Local My Computer 4 Right click on My Computer and choose Properties Voicemail Pro Page 388 IP Office 15 601063 Issue 201 03 March 2009 Appendix Installing IMS 5 Select the COM Security tab Note Windows XP Windows XP Service Pack 1 and Windows Server 2003 without SP1 will only have Edit Defaults My Computer Properties General Options Default Properties Default Protocols MSDTC COM Security Access Permissions You may edit who is allowed default access to applications You may also set limits on applications that determine their own permissions Edit Limits m Launch and Activation Permissions You may edit who is allowed by default to launch applications or activate objects You may also set limits on applications that determine their own permissions Edit Limits Edit Default Voicemail Pro Page 389 IP Office 15 601063 Issue 201 03 March 2009 6 Edit t
79. a campaign called Catalogue Leave VM Catalogue Collect E VM Catalogue Collect Voicemail Pro Page 145 IP Office 15 601063 Issue 201 03 March 2009 The Voicemail Node short code feature can also be used to access short code start points It uses the short code start point name as the telephone number without surrounding brackets Voicemail Pro Page 146 IP Office 15 601063 Issue 201 03 March 2009 Administration Routing Calls to Voicemail 4 4 6 Example Call Flow This example creates a Voicemail Pro module that allows callers to select the extension to which they want to be connected If that extension is busy or does not answer they can then leave a message in the target mailbox Modules gt SelfSelect Start Point Success Failure No Answer Busy The Voicemail Pro Module 1 In Voicemail Pro a module was added named SelfSelect 2 A Menu action was added The properties were set as On the Touch Tones tab the Wait for a key press for option was set to 5 seconds This gives the action a Timeout result which can be used if the caller does nothing or does not have DTMF dialing Our IP Office has extensions and groups numbered in the 200 to 299 range The touch tone sequence 2 was added to match any dialing in that range In Entry Prompts a prompt was recorded along the line of Dial the number you want or wait for reception 3 A Transfer action was added In its properties on the Speci
80. alarm back to 30 click Default Settings 6 To return to the default alarm settings click Default Settings The Alarm Threshold Level is reset to 60 The Space OK level is reset to 90 The Critical Alarm level is reset to 30 7 Click OK 8 Click amp Save and Make Live and select Yes Voicemail Pro Page 112 IP Office 15 601063 Issue 201 03 March 2009 Configuring Voicemail Pro Voicemail Pro Preferences 3 2 1 6 Outcalling The preferences in Voicemail Pro are set for global operation Mailbox owners can configure their outcalling options from their telephone for example create their own time profile Details on how users can configure outcalling is found in the Intuity Mailbox guide and Phone Manager 4 2 User Guide To set the global outcalling preferences 1 Display the main Voicemail Pro window 2 From the Administration menu select Preferences gt General 3 Click the Outcalling tab General Directories MAPI Housekeeping SNMP Alarm Outcalling System Times r Prime Times Peak Times 09 00 17 30 X System Retry Settings Number of Retries Retry Interval s E Ret Interval mins 1st 1 2nd 5 3rd 10 4th 15 5th 30 4 Select the times that outcalling is active in the System Times section Prime Times The time period that outcalling is to be active as default for the system Peak Times The busiest working hours 5 Set the retry settings in the System Retry Settings se
81. all calls G0072 G0073 For internal calls only G0074 For external calls G0075 For external calls only G0076 For other calls G0080 To use this greeting G0081 For the temporary greeting G0082 G0083 G0084 G0085 G0086 Please enter a number between G0087 G0088 Please enter the number of days you wish this greeting to be active for G0089 G0090 G0091 Days G0092 For today G0099 Not configured G0100 Turned off G0101 Inactive G0102 Desk G0103 Home G0104 Mobile G0105 0106 Delegate Voicemail Pro Page 297 IP Office 15 601063 Issue 201 03 March 2009 For number engaged calls For no reply calls For the default greeting a gt D 2 a gt D a WAV File Intuity Prompt G0108 G0109 60110 0111 Escalation G0112 G0113 G0120 For none G0121 60122 G0123 For home G0124 For mobile G0125 For temporary G0126 G0127 For secretary G0128 For other G0129 G0130 G0131 For escalation G0140 G0141 For help G0142 For help at any time G0143 G0144 G0145 G0147 G0148 G0149 G0150 G0151 G0152 G0153 G0154 G0155 G0156 G0157 G0158 G0159 G0160 G0161 G0162 Please input your G0163 Location G0185 G0186 G0187 Between G0188 Invalid time G0191 Is active G0192 G0193 Is set to G0194 Is not set G0195 G0200 0201 0202 G0203 An escalation list Extension es Go10s Go109
82. an administrator user you can change details of a standard administrator or another administrator user You can change the user name user type and status You can also reset the password of other administrator users You can change the authority level of a standard user to an administrator and vice versa To change the authority level of a user 1 In the Start Points Navigation pane select Voicemail Pro Administrators The name type and status of any existing Voicemail Pro administrators are displayed in the details pane 2 Right click the name of the administrator user whose details you need to change 3 Select Modify The Modify Administrator window opens W Modify Administrator x M Details User Name CEMRE T ype Administrator x Password Status Inactive z Confirm Password coco 4 Optional Edit the name of the administrator user 5 Optional Change the password and inform the user For more information see Resetting a Password 13 6 Optional In the Type field select the type of user Choose either Administrator or Standard By default new users are created as Inactive Their status changes to Active when they connect to a Voicemail Pro server 7 Click OK 8 Click amp Save and Make Live to save the changes 4 2 2 Deleting an Administrator For security it is good practice to delete administrator users as soon as they are no longer required To delete an administrat
83. and not the server name 5 Click OK The main Voicemail Pro Client window opens For more information see The Main Voicemail Pro Window 20h Voicemail Pro Page 132 IP Office 15 601063 Issue 201 03 March 2009 Administration Starting the Voicemail Pro Client 4 1 1 1 Changing Between Offline and Online Mode It can be useful to connect to a system to get the current system configuration and then disconnect and make changes offline You can then test configuration changes offline before applying them to a live system If the Voicemail Pro Client and Server are on the same machine you can switch between online and offline mode without having to log out To switch between online and offline mode 1 From the File menu select Select Mode The Select Voicemail Pro Client Mode window opens W Select oicemail Pro Client Mode x MSelect Mode C Offline YmPro server is not available cwet he 2 Select Offline to work offline or Online to connect to the server and work online If you select Online the VoicemailProLogin window opens 3 Log in as usual The next time you run the Voicemail Pro Client it will start up in the mode that you used previously When you are ready to connect to a server you need to log in 4 1 1 2 Continue Offline Message Window If your session expires you will be notified that the session has expired You are then able to continue working in offline mode or to close the
84. and select ap Remote Call Flow 2 In the Specific tab the field Remote Call Flow will show a list of remote call flow files downloaded to the Voicemail Pro server General Entry Prompts Specific Reporting Results En a M Remote Call Flow Remote Call Flow v The Remote Call Flow action has no results Any follow on call handling is determined by the remote Call Flow ad Hem alil actions in the remote call flow IP Office 15 601063 Issue 201 03 March 2009 6 9 Condition Actions A amp Condition Actions These actions are used to create branches in the call routing according to whether a value is true or false A amp Test Condition Action 275 Test whether a condition is true or false A Set User Variable Action 276 Set a variable to a particular value F Test User Variable Action 277 Test the value of a variable 4 Test Variable Action 27 Check if user dialing matches set digits Voicemail Pro Page 274 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Actions Condition Actions 6 9 1 Test Condition A amp The Test Condition action has following connections for true and false Conditions are set through the Conditions Editor For more information see The Condition Editor Overview 216 To add a Test Condition action amp amp e Click the Conditions Actions icon and select Test Condition e In the Specific tab com
85. answer mailboxes On page 2 of the change machine form ensure that all the update settings are set to y Make sure that Network Turnaround is set to y Select Enter 5 To administer the password for message exchange From the S8100 home page select Administer System gt Audix Networking gt Administrative Menu gt Local Machine Administration Enter the password to be used for transfer of messages between this system and the Avaya interchange Select Change 6 To enter the information for connecting to the Interchange From the S8100 home page select Administer System gt Audix Networking gt Administrative Menu gt Remote Machine Administration gt Digital Machine Administration Select Add New Machine Enter the Avaya interchange name IP address and networking password Define the schedule for exchanging messages Select Add to complete 7 To administer the parameters associated with the Interchange e Type change machine lt machine name gt from the AUDIX command prompt e Ifall extensions that are not on the Intuity Audix are configured to be on the Interchange and Send to non Administered Recipients is set to yes errant messages may be sent This will waste bandwidth and processing time e The extension Length setting is the dial plan length that has been configured in the Avaya Interchange e Set all the parameters of page 2 to y Send to non administered recipients Updates In Updates Out and Network Turnaroun
86. any PC 4 IP Office 500 Smart Card Feature Key This is the only type of Feature Key supported by IP 500 Office systems It does not require the Feature Key Server software to be installed on any PC 5 Start IP Office Manager and receive the current configuration from the IP Office system 6 On the System System tab check that the License Server IP Address is set correctly For USB and parallel port keys it should be set to the IP address of the PC hosting the key and running the IP Office Feature Key Server software For the serial port keys it should be set to 0 0 0 0 For IP Office 500 systems the field is not used eS 8 If licenses have been entered already check that their Status is listed as Valid 7 Select Licence 9 Click GY and select License 10 Enter one of the supplied licenses for Voicemail Pro and IMS 11 Click OK 12 Repeat until all the licenses are entered 13 Click al to send the updated configuration back to the IP Office 14 Reload the configuration again and check that the Status for all licenses is now Valid IP Offices Licence Integrated Messaging Directory 0 i y 0 Licence Type Status Licences EA Time Profile 0 Additional voicemail Pro ports valid Neal Integrated Messagin i l Lcoun A m D Firewall Profile 1 sat hols ging Licence Key BUSmbeLcgUM6GLkxnxeew_46EbzpgYrC voicemail Pro 4 Ports IP Route 4 Licence Type Integrated Messaging Mw Account Code 0 Licence Status v
87. any fax calls that are received in user or hunt group mailboxes are directed to this number This applies to both IP Office and Intuity Mailboxes For more information see Setting the Voicemail Pro System Fax Number 123 Intuity mailbox owners have options available through their telephone handset so that they can forward a fax to a preferred fax machine or send a fax to a printer Intuity mailbox owners can find out how to set a mailbox fax number in the IP Office Intuity Mailbox User Guide If a fax system such as a C3000 requires prefix addressing the system fax number is not used Instead a prefix is specified so that a fax message can be identified and forwarded to the extension number of the intended recipient For example if a prefix of 54 is being used a fax message for extension 201 would have the prefix of 54 automatically added so that the complete number would become 54201 The fax server then removes the system prefix and uses the extension number to determine the target destination for the fax For more information see Setting the Voicemail Pro System Fax Number 12 e Fax calls can be redirected using a call flow Menu action instead of a system fax number If a system fax number is not set up a menu action can be used instead The F character can be used as one of the touch tone choices of a Menu action to specify the actions that should be applied to fax calls For more information see Routing Fax Calls Using a Menu Action 12
88. application If you select to work in offline mode you can switch to working online For more information see Changing Between Online and Offline Mode 13 e Yes Select to continue working in offline mode e Exit Select to close Voicemail Pro Voicemail Pro Page 133 IP Office 15 601063 Issue 201 03 March 2009 4 1 1 3 Logging Out It can be useful to connect to a system to download the current system configuration and then disconnect and make changes offline You can then test configuration changes offline before applying them to a live system To log out 1 From the File menu select Log Out You are logged out of the Voicemail Pro server and placed in offline mode You can either make configuration changes offline and then log back in when you are ready or log on to a different server to work For more information see Logging in to the Voicemail Pro Server 133 Notes e Logging out is not the same as closing down with the Exit option For more information see Closing Down 13h e If the Client and Server are installed on the same machine the Log Out option is not available 4 1 1 4 Closing Down When you have finished working you can close down the Voicemail Pro Client This is not the same as logging out For more information see Logging Out 134 To close the Voicemail Pro Client down 1 From the File menu select Exit If you have not made any changes the Voicemail Pro Client closes and you are returned t
89. at the tone 4 Speak the message click _ stop button when finished 5 To listen to the recording press the gt play button If there is no media device attached the recorded message will be heard from the telephone extension To select a prompt There are a large number of standard prompts that can be used Enter the name of the prompt or use the So button to browse to the required file For a sample listing of these prompts see US English Intuity Prompts 288 and English Non Intuity Prompts 30 Useful files are e en MC_0OO Plays a bleep e en MC_0O1 Plays 1 second of silence e Entering 1234 wav will play one two three four unless a file called 1234 wav has been recorded Voicemail Pro Page 231 IP Office 15 601063 Issue 201 03 March 2009 Some system variable can be played as prompts For example e NAM Plays the user name e CLI Speaks the caller s CLI e RES Plays the current result if it is a wav file e VAR Plays the variable as a list of digits Voicemail Pro Page 232 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Actions Standard Action Tabs 6 3 4 Specific The contents of this tab vary according to the type of action In some cases this tab may have a different name for example Touch Tones for the Menu action Not all actions contain the Specific or Touch Tones tab Details of the specific tab are covered in the section that describes the available actions This
90. be built around your Microsoft CRM 3 0 and Avaya Microsoft CRM Integration Solution In situations where CLI ANI matching is not sufficient you can add screening and specific data collection interactions with your customers using the Voicemail Pro The Voicemail Pro assisted transfer action can be used to pass data to users and pop matching records based on that data Based on your solutions requirements you could obtain and verify the data collected and then transfer the call with a data tag that will utilize your specific criteria to lookup the required account contact or case once the call is offered The tags are conformant xml fragments they are comprised of an element AV_M and two attributes the Microsoft CRM entity account contact or incident and the schema name of the field to match on in this example contactid and the data is the record key For example e lt AV_M O contact S contactid gt e44e6dbf bd2a da1i badb 505054503030 lt AV_M gt where e lt AV_M element name e O contact crm entity e S contactid attribute to search on e gt end of element attributes e e44e6dbf bd2a da1i badb 505054503030 the data to match on this should be unique e lt AV_M gt Closing tag The xml element name attributes names and Microsoft CRM entity and schema names are case sensitive Additional Examples e Account Account Number lt AV_M O account S accountnumber gt TLOOO01 lt AV_M gt e
91. call has been answered by Voice Mail Request to call back the current caller Reporting Group name Topic Annotation omes ee Voicemail Pro Page 233 IP Office 15 601063 Issue 201 03 March 2009 6 3 6 Results This tab shows the results available from an action For the majority of actions the results are fixed and appear grayed out i e they cannot be changed For some actions the results are variable This tab is shown for the Start action in calls flows However it should not be used as settings applied to the Start action are ignored and should instead be applied through the first other added to the call flow Properties for Generic a 2 x General Entry Prompts Specific Reporting Results Default results for this token Cancel Help Page 234 Voicemail Pro 15 601063 Issue 201 03 March 2009 IP Office Voicemail Pro Actions Standard Action Tabs 6 4 Basic Actions ry Basic Actions These actions are chiefly used to control the routing of a call between actions ro Generic Action 236 Can be used to simply play a prompt to the caller through its Entry Prompts tab It can also be used to enter custom commands for the voicemail server li e Speak Text Action 23 Allows text to entered and then played to the caller Requires TTS to be installed and licensed er Gam Menu Action 245 Branch according to touch tone selection E Goto Action 2 Go to a
92. changed through AddRef Release When certain internal objects are created such as a channel object for speech playback this information is tracked Using this setting every minute a trace occurs of the object list Provide tracing about events that are sent from the server to its clients Provide tracing about mailbox events received Provide tracing about message events received Voicemail Pro IP Office Page 93 15 601063 Issue 201 03 March 2009 IMS Client Keys HKEY_CURRENT_USER Software Avaya Integrated Messaging Client EnableTracing This key must be enabled to allow tracing using the other keys below ConstructorTracing This provides some tracing for when certain COM objects are constructed As a whole it is not required for diagnostics DestructorTracing This provides some tracing for when certain COM objects are destructed As a whole it is not required for diagnostics EnableFunctionTracing Generally used by the client software to trace out information about the functions that are being executed EnableObjectTracing Allows certain created COM objects to be traced EnableProxyTracing When a client connects to a server it connects through a proxy This settings allows information from the proxy to be traced EnableRefTracing This indicates when the reference count for certain COM objects is changed through AddRef Release EnableTagTracing When certain internal objects are created such as a channel object
93. collect button 1 Start IP Office Manager and receive the IP Office configuration Click i User to display the list of existing users Click the required user Click the Button Programming tab Click the button line that you want to change 2 3 4 5 6 Right click in the Action field 7 Select Advanced gt Voicemail gt Voicemail Collect 8 Click OK to save the button details for the selected user 9 Repeat for any other users 10 Click al to merge the changes back to the IP Office system Visual Voice Button A Voicemail Pro user can be given a display menu for access to their mailbox The menu provides the user with options to listen to messages send messages change their greetings and password e The Visual Voice feature is not available on all telephones Please refer to the user s telephone guide for more information e Visual voice is only available when in Intuity mode e For IP Office 4 2 the MESSAGES button on phones can be set to access visual voice This is done using the Messages Button Goes to Visual Voice System Voicemail option in IP Office Manager To give a user access to Visual Voice 1 Start IP Office Manager and receive the IP Office configuration Click i User to display the list of existing users Click the required user Click the Button Programming tab Click the button line that you want to change Right click in the Action field Select Emulation gt Visua
94. configured the Voicemail Pro server can tell the IP Office system when to send SNMP alarms about available disk space and remaining recording time To set up disk space and recording time alarms 1 Display the main Voicemail Pro window 2 From the Administration menu select Preferences gt General 3 Click the SNMP Alarm tab General Directories MAPI Housekeeping SNMP Alarm Dutcalling Alarm Threshold Unit Disk Space left Mb gececenscescenssccsncsscsssensencsscsssonssesenssnsonsces Alarm Threshold Level eo Default Settings Note The Alarm Threshold Level has a value in terms of the unit selected as Alarm Threshold Unit e g 60 Mb or 60 min 4 Choose the Alarm Threshold Unit either Disk Space Left MB or Recording Time left minutes 5 In the Alarm Threshold Level box type the number of units minutes or MB left at which SNMP alarms are to be triggered The minimum is 11 This value also sets two further SNMP alarm levels which are e Space OK Alarm This alarm is triggered when the amount of available space returns to above a level set at Alarm Threshold Level plus 30 e Critical Alarm This alarm is set at 30 or when the Alarm Threshold Level is less than 40 at Alarm Threshold Level minus 10 Currently the critical alarm value will decrease in accordance with the above rule Note however that it does not increment upwards when the Alarm Threshold is increased again To reset the critical
95. default the logical AND X is applied to this condition element If more than one day is selected then element cannot return true For example it cannot be the 3rd March and the 4th March at the same time When multiple days are selected the OR X settings should be applied In our example the element will then be true if it is the 3rd March or 4th March To add a calendar element 1 Click the A Element List icon in the toolbar 2 Click EA Calendar Example The conditions for a call flow can be altered so that calendar dates such as public holidays can be accounted for 1 Click the e Conditions Editor icon The Conditions Editor window opens 2 Click the D New Condition icon in the toolbar The New Condition window opens 3 Type a name for the new condition 4 Click OK The icon on Name is placed in the Condition Editor window 5 Click the A Elements icon select S Calendar 6 Click Holidays in the Condition Editor window The Calendar A icon is added 7 Double click the S Calendar to open the Calendar window 8 To set a date as being a holiday double click the date If the date chosen is the 17th the date will be highlighted similar to indicating it as a holiday 9 Click OK The condition can be added to a Test Condition action For more information see Test Condition Action 275 Voicemail Pro Page 220 IP Office 15 601063 Issue 201 03 March 2009 Using the Voicemail Pro Client The Conditions Editor
96. do validation for another IP Office unless rebooted Given the above we strongly recommend that in any multiple IP Office network the License Server IP Address System form gt System tab on each IP Office is set to the specific address of its Feature Key server or blank if using a serial port Feature Key If a remote IP Office does not have a Feature Key Server because it is not using any licenses enter 0 0 0 0 It is important to note also that the Voicemail Pro server will operate for 2 hours without license validation This can cause Voicemail Pro and Centralized Voicemail Pro to appear operational following installation and to then stop Voicemail Pro Page 63 IP Office 15 601063 Issue 201 03 March 2009 2 6 4 Configuring the Remote System Voicemail Settings After you have installed the centralized Voicemail Pro you are ready to configure the remote system settings To configure the remote system Voicemail settings Start IP Office Manager and receive the configuration of the remote system 2 Set the License Server IP Address to the address of the PC acting as the remote system s Feature Key Server PC e This cannot be the same PC as the central system s Feature Key Server PC e If the remote system does not use any licenses enter 0 0 0 0 3 Double click the System icon 4 Select the Voicemail tab and set the following Set the Voicemail Type to Centralized Voicemail was previously called Line Set the Voicemail Destina
97. e The number of voicemail channels available e The number of channels in use e Congestion information Voicemail Pro Page 104 IP Office 15 601063 Issue 201 03 March 2009 Configuring Voicemail Pro IP Office Configuration 3 1 7 Using Voicemail to Give Error Messages Voicemail can be used to give out messages when certain numbers are dialed For example if users are barred from making international calls rather than giving users the busy tone a recording similar to International calls are not permitted could be played instead To create an International Calls are not Permitted error message 1 In IP Office Manager create a virtual user Complete the User tab with the following details Name Barred Full Name Internal Calls Error Message Extension 403 2 You need access to the virtual user s extension from any telephone extension attached to the system A voicemail code needs to be added Select the user Barred Click the Voicemail tab Add a Voicemail Code Click OK 3 Add a short code to access the virtual user s voicemail Code 95 Feature Voicemail Collect Telephone Number Barred include quote marks Line Group ID 0 4 Save the configuration file 5 You can now use the virtual user s voicemail to record a greeting message stating that international calls are not permitted Dial 95 from any telephone connected to the system Enter the extension number 403 Enter the voicemail access code The first
98. fax number overrides the system fax number Mailbox owners can find out more in the Intuity Mailbox User Guide If your fax system requires prefix addressing for example the C3000 fax server do not type a fax number In the System Fax Number box Instead type the number to use as a prefix so that a fax message can be identified and forwarded to the extension number of the intended recipient For example if the prefix were 54 a fax message for extension 201 would have the prefix of 54 automatically added so that the complete number would become 54201 4 To use the specified prefix check the Use as a Prefix box so that the number that you typed in to the System Fax Number box is used If your fax system does not use prefix addressing leave this box unchecked Important For this feature to work you also need to set up a short code 5 Most fax servers perform fax forwarding based on DTMF signalling received with the fax call Check the Enable Fax Sub Addressing box so that the DTMF signal is passed to the fax server after the call has been answered This is so that the fax can be forwarded to the email address of the intended recipient 6 Click OK 7 Click Save amp Make Live Voicemail Pro Page 123 IP Office 15 601063 Issue 201 03 March 2009 If prefixed numbers are being used the next step is to up a short code so that fax calls are routed to prefixed numbers If the chosen mailbox mode is Intuity you should then inform all mailb
99. file which will delay the start of these services until the PC is fully running Avaya IP Office Services can be started successfully at system start up using a scheduled task that initiates the batch file below This batch file ensures that the services will start successfully and in the proper order 1 Set all Avaya services listed below to Manual start Do not include Key Server 2 Create the batch file below and save it to Y YSYSTEMROOT Only include lines for the services which are installed echo off rem Wait 60 seconds before execute timeout t 60 net net net net net start start start start start VMP roDBService Voicemail Pro Service IMS Restart IMS Voice IMS Gateway 3 Create a scheduled task to start the batch file at system start up Voicemail Pro IP Office Page 37 15 601063 Issue 201 03 March 2009 2 3 Client Only Installation You can install the Voicemail Pro Client without the Voicemail Pro Server This is known as a partial installation There is only one type of installation for the Voicemail Pro Client Therefore you are not offered the choice of custom compact or typical during the installation process For information about Installing the Voicemail Pro Client only see Installing the Voicemail Pro Client Only 3 For information about installing the Voicemail Pro Client and Server together see Installing Compact Voicemail Pro Server and Client 2 4 or Installing Typical Voic
100. following consequences e Mailboxes are based on names For all users and groups if their name is changed or deleted they are no longer associated with their former mailbox and any associated Voicemail Pro start points e Voicemail is case sensitive If a mailbox or start point name is entered incorrectly in IP Office Manager or Voicemail Pro the intended operation will not occur and the call may be disconnected e Voicemail removes spaces at the end of mailbox names If spaces are left at the end of a mailbox user s name in IP Office Manager when the mailboxes are created the space at the end of the name is dropped When this occurs the mailbox cannot be found as there is a mismatch between the user name and directory Voicemail Pro Page 26 IP Office 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro General Installation Requirements 2 2 Basic Voicemail Installation When you complete a full Voicemail Pro installation you install the Voicemail Pro Server and Client together With this option you can select some or all Voicemail Pro features to install You can choose a compact typical or custom installation Compact Installation Choose the Compact option to install the minimum set of Voicemail Pro features If only English language prompts are required this is the quickest way to install Voicemail Pro For more information see Installing Compact Voicemail Pro Server and Client 2 4 The features installed are
101. for short code 88 is set up the settings for short code 88 in the manager application must be as shown below The short code will allow internal callers to access the start point To allow external callers access an Incoming Call Route should be setup with the extension 88 Short code 88 Telephone number 88 Feature Voicemail Node 3 Click OK Any start point can be edited However if you de select an existing start point you will delete all actions associated with it To edit a start point i 1 In the Navigation pane of the main Voicemail Pro window select the start point to edit and click The Editing start point window opens Alternatively right click the start point and select Edit 2 Make the required changes 3 Click OK To delete a start point 1 In the Navigation pane select the start point to delete and click S Alternatively right click the start point and then select Delete 2 You are asked if you are sure that you want to delete the selected start point Click Yes to delete the start point Click No to cancel the deletion Voicemail Pro Page 208 IP Office 15 601063 Issue 201 03 March 2009 Using the Voicemail Pro Client Start Points To rename a user group or short code start point 1 In the Navigation pane right click the user group or short code and select Rename The New start point name window opens 2 Type the new name 3 Click OK The start point is renamed Voicemai
102. for speech playback this information is tracked Using this setting every minute a trace occurs of the object list MAPIEventTracing Allow tracing of MAPI events received from MAPI MessageProcessingTracing Used for tracing what server commands the extension is using UMSEventTracing Allow tracing of events received from the IMS server TimeAndTrace Used for tracing how long certain MAPI events took to process All the keys are based on the component as follows e IMS Voice Server SOFTWARE Avaya Integrated Messaging Voicemail e g HKLM SOFTWARE Avaya Integrated Messaging Voicemail e IMS Gateway Server SOFTWARE Avaya Integrated Messaging Gateway e IMS Administration SOFTWARE Avaya Integrated Messaging Admin e IMS Client SOFTWARE Avaya Integrated Messaging Client e g HKCU SOFTWARE Avaya Integrated Messaging Client VM Server Specific e CtiNotifyTracing Provide tracing to indicate that a Cti event has occurred e VmsNotifyTracing Provide tracing to indicate that a VMS API event has occurred Voicemail Pro Page 94 IP Office 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro Troubleshooting Voicemail Pro Page 95 IP Office 15 601063 Issue 201 03 March 2009 Chapter 3 Configuring Voicemail Pro Voicemail Pro Page 97 IP Office 15 601063 Issue 201 03 March 2009 3 Configuring Voicemail Pro 3 1 IP Office Configuration 3 1 1 Overview The default IP O
103. have been answered using a Line appearance button the call recording goes to the mailbox setting of the original call route destination Voicemail Pro Page 175 IP Office 15 601063 Issue 201 03 March 2009 4 8 5 1 Setting Automatic Recording Options Automatic recording can be configured for e Calls received and or made by a user 17 amp e Calls on a specific incoming call route 170 e Calls to a specific hunt group 177 e Outgoing calls associated with a specific account code 17h The calls that are to be auto recorded are selected through IP Office Manager To set automatic call recording for a user 1 Open IP Office Manager and load the configuration from IP Office 2 In the Navigation pane click i User 3 Select the required user 4 Select the Voice Recording tab VoiceRecording Record Outbound Record Inbound Used for auto recording Record Time Profile Voice Recording Library Auto Auto Recording mail box 21 4 Extn214 x Manual Recording mail box 21 4 Extn214 J Voice Recording Library Manual 5 From the Record Inbound and Record Outbound drop down lists select the recording frequency required e None Do not record e On Record all calls if possible e Mandatory Record all calls If recording is not possible return busy tone to the caller e xx Record calls at intervals matching the set percentage eg for every other call for 50 e For inbound calls rec
104. is I am afraid all the operators are busy at the moment but please hold and you will be transferred when somebody becomes available This can be replaced in a number of ways depending on the The maximum length for announcements is 10 minutes New announcements can be recorded using the following methods e Voicemail Pro IP Office Mode Access the hunt group mailbox and press 3 Then press either 3 to record the ist announcement for the hunt group or 4 to record the 2nd announcement for the hunt group e Voicemail Pro Intuity Emulation Mode There is no default mechanism within the Intuity telephony user interface to record hunt group announcements To provide one a custom call flow containing an Edit Play List 25 action should be used In the file path enter GREETING lt hunt_group_name gt _Queued or GREETING lt hunt_group_name gt _StillQueued where lt hunt_group_name gt is replaced by the hunt group name e GREETING is a variable that points to the current location of the voicemail servers greeting folder by default c Program Files Avaya IP Office Voicemail Pro VM Greetings Voicemail Pro Page 163 IP Office 15 601063 Issue 201 03 March 2009 4 7 7 Customizing Announcements The announcements and actions provided to a caller can be customized using the Queued and Still Queued start points e The Queued start point replaces the default Announcement 1 e The Still Queued start point replaces the default Announcem
105. is to be stored This is the folder where the file Root vmp is saved when the Save amp Make Live option is used Alternatively click the browse button and select a folder to use 5 In the Voicemail Server Speech Directory box type the path to the folder where the libraries of speech prompts are to be stored Alternatively click the browse button and select a folder to use 6 In the Remote Campaign Directory box type the path to the folder where the campaign files are to be stored Alternatively click the browse button and select a folder to use 7 Click OK 8 Click amp Save and Make Live and select Yes Voicemail Pro Page 109 IP Office 15 601063 Issue 201 03 March 2009 3 2 1 3 MAPI By default the Voicemail Pro installation process assumes that SMTP will be used for Voicemail Pro email functions Therefore it requests an SMTP email account settings during installation setup Voicemail Pro can use MAPI is a MAPI compatible client is configured on the Voicemail Pro server and is accessible using the account under which the Voicemail Pro server has been installed If you are installing IMS use the IMS account previously created as part of the installation process For more information see Installing IMS 364 Some options are not available if you are working offline You must be working online to use this feature To switch Voicemail Pro to MAPI 1 Start the Voicemail Pro Client 2 Click re Preferences and select General
106. o1 ivr 02 TEF ivr_04 Enter form entries with the sign to terminate each line Press at the end to complete the form Voicemail Pro Page 303 IP Office 15 601063 Issue 201 03 March 2009 WAV File Non Intuity Prompt ivr_24 Email options Alert email on incoming message Copy messages to email Forward messages to email Email turned off Service mode In service Beep hort silence ne seconds silence And will be picking up messages regularly And will not be contactable until their return List length exceeded sf sf sf Ww f im tnt e S 2 9 a vlo clo Q a o s et s s alo 3 l D 9 5 gjej z v fe 53 5 l0 ow or o al gt 3 0 353 32 lt Z w w als Q o c Ej lt 0o O amp c 2 0 oO oa c Ww BySie 5 wn ai le T m ir m A ard coe 5 oO T D S g x list length exceeded You have four greeting options For standard greeting press 1 for after hours greeting press 2 for you are in a queue greeting press 3 for you are still in a queue greeting press 4 E e gt D w s lt e 7 a o o _ J Q 3 M Ww wn o Q oO no p wn v p cor fo Q w 3 Q oO lt ie c 3 a S oO o aa 3 Q 3 oO wn wn o Q oO U oO wn wn N ot e wn w lt oO lt ie Cc a Q D cr a a 3 D v wn D a a U g wn wn w co wn D lt a lt
107. options To edit forwarding number press 1 to edit follow me number press 2 to set call forwarding press 3 to set voicemail press 4 to set do not disturb press 5 to edit voice mail access code press 6 to edit voicemail reception press 7 to set voicemail email mode press 8 to edit voicemail call back number press 9 Hunt group configure options To set voicemail press 1 to edit voicemail access code press 2 to set voicemail email mode press 3 to set service mode press 4 Invalid entry please try again That destination is unavailable To play your old messages press1 To play your saved messages press 2 To edit your greeting press 3 To delete the current message press 4 To save the current message press 5 To change your access code press 04 For help at any time press 4 March is me_00 meo meo maus maus moo moo moos mo_04 moos moo Voicemail Pro Page 304 IP Office 15 601063 Issue 201 03 March 2009 Prompts English Non Intuity Prompts WAV File Non Intuity Prompt mo_08 mo_09 mo_10 mo_11 mo_12 no_59 wav no_24p noon Noon out_01 out_02 out_03 out_04 out_05 out_06 out_07 out_08 out_09 out_10 outb_01 outb_04 pg_0001 pg_0002 pg__0003 pg_0004 pg_0005 pg_0006 pg_0007 pin_01 pin_02 pin_03 pin_04 pin_05 pin_06 pin_07 POM ue_01 ue 02 ue_03 ue_04 ue_05 rec_01 people will hear At the tone please say your name After saying your name press 1 RECNAM_02 REC
108. other boxes as this will remove the corresponding software features 16 4 Scroll down and check Integrated Messaging Service That should automatically select all the components for IMS 16 5 Click Next InstallShield Wizard Select Features Choose the features Setup will install Select the features you want to install and clear the features you do not want to install m Description VPNM Receiver Voicemail Pro Campaign Web Component This will install the Integrated ntagrated Massaoi Messaging Services vi IMS Client Package El WIMs Server JIMS Database Service MIMS Gateway Service MIMS Voice Service IMS Administration Tool Space Required on C 230284 K Space Available on C 5554240 K InstallShield lt Back Cancel 17 If you have chosen to install the Voicemail Pro Campaign Web Component the Select the Web Server root directory window opens 17 1 Type the path to the folder where you would like to save the web campaign web pages Alternatively use the default location or click Browse and select a folder to use Click Next 17 2 The Select the Destination of the Script directory of Your Web window opens Type the path to the folder where the web campaign components are to be installed Alternatively use the default location or click Browse and select a folder to use Click Next 18 The Service Account Name window opens Details o
109. played message e Owning object vmprov5 voicescript e String e Set This property is read only e Get A string object containing the fully qualified name of the last played or recorded message For example String Voice LastAccessedMsg 8 1 1 5 Locale Property The Locale property gets and sets the LOC voicemail system variable e Owning object vmprov5 voicescript e String e Set A string object that contains the new value for the LOC variable For example voice Locale String e Get A string object containing the current value for LOC For example String Voice Locale e Example Sub Main dlgid dim registration Set Voice CreateObject vmprov5 voicescript registration Voice Register dlgid if registration Then dim locale DO SOME PROCESSING locale Voice Locale Rem NOW SET LOCALE TO FRENCH Voice Locale fr DO SOME PROCESSING Rem NOW SET LOCALE BACK TO WHAT IT WAS Voice Locale locale end if End Sub Voicemail Pro Page 313 IP Office 15 601063 Issue 201 03 March 2009 8 1 1 6 Name Property The Name property returns the name of the mailbox associated with the voicemail session used for VBScript interaction with Voicemail equivalent to NAM system variable e Owning object vmprov5 voicescript e String e Set This property is read only e Get A String object containing the name of the associated voice mailbox for example e String Voice Name 8 1 1 7 NewMsgs Property The NewMsgs
110. point exists Announcements 164 Collect Used when a caller attempts to access a mailbox a Leave Used when a caller is redirected to voicemail a Callback Used when the voicemail calls a user to inform them about messages in a mailbox For more information see Setting up Callback 19 a Queued Used for callers queuing for a hunt group or user For more information see Customizing Queue a Still Queued Used for callers queuing for a hunt group or user For more information see Customizing Queue Announcements 164 When a default start point is used the following actions can attempt to recognize who the presumed user is the internal user calling or being called and access the matching mailbox for that user unless the action specifies another mailbox Get Mail Action For more information see Mailbox Actions Get Mail Action 245 Leave Mail Action For more information see Mail Box Actions Leave Mail Action 246 Play Configuration Menu For more information see Configuration Actions Play Configuration Menu 252 Listen Action For more information see Mailbox Actions Listen Action 24 Record Name Action For more information see Configuration Actions Record Name Action 25h Edit Play List Action For more information see Configuration Actions Edit Play List Action 25h The following actions will automatically recognize who the presumed user is and then use that user s voicemail recept
111. recording collected by a preceding Leave Mail action or Voice Question action For more information see Leave Mail Action 246 and Voice Question Action 24 Connect the result Next to a relevant action j Next i Voicemail Pro Page 268 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Actions Miscellaneous Actions 6 8 2 Open Door agl The Open Door action activates either of the door entry relays provided on the IP Office Control Unit To add a Open Door action 1 Click the D Miscellaneous Actions icon and select agl Open Door 2 In the Specific tab check either of the two door relay options General Entry Prompts f pecilic Reporting Results Beseccesoscesosocsecoco MManipulate door relays Open door relay One for five seconds Open door relay Two for five seconds Connect the result Next to a relevant action Voicemail Pro Page 269 IP Office 15 601063 Issue 201 03 March 2009 6 8 3 Alarm Set E The Alarm Set action prompts the caller to specify the time at which they want an alarm call and to record a message for the alarm call The voicemail server will then call the user at that time A user can set up multiple alarms to occur at different times Once an alarm has occurred it is deleted To add an Alarm Set action 1 Click the pru Miscellaneous Actions icon and select E Alarm Set 2 You need to record a message for the alarm call in the Entr
112. restart the affected services so that your changes are enabled 7 Choose Yes The services that are affected by your changes are automatically stopped and restarted Voicemail Pro Page 401 IP Office 15 601063 Issue 201 03 March 2009 9 1 7 4 IMS Email Settings You can configure certain email settings such as the account to use for email and the way in which wav files are transmitted To configure email settings 1 Open the Windows Control Panel 2 Select IP Office Voicemail Pro The IP Office Voicemail Pro window opens 3 Click the Email Settings tab IP Office Yoicemail Pro Be 3 x System Settings Path Settings Email Settings SMTP Email Settings m Account Details ims Browse m Message Parameters EEE The following settings are used to control whether the Voicemail message is sent as a wave file within the email message T Transmit Wave File Attach wave file to message f Embed wave file in message 4 In the Account Details box type the name of the MAPI email account IMS to use for email messages Alternatively select Browse to display a list of available email accounts For IMS you should be using the IMS account setup previously If Outlook is installed properly you should be able to browse for this account If you are able to browse but are not able to see the IMS account verify that the IT manager has not hidden the account in Exchange 5 Click Check to validate t
113. scheduled task to start the batch file at system start up Voicemail Pro Page 377 IP Office 15 601063 Issue 201 03 March 2009 9 1 5 7 Initializing the Call Flow This stage will check both that the Voicemail Pro Client can connect to the Voicemail Pro Server and also initialize the call flows To Initialize the Voicemail Pro Call Flow 1 Do not proceed with this process until you have completed the steps in Check the IMS Services 377 2 Select Start Programs IP Office Voicemail Pro Client 3 The Voicemail Pro Client should start and display Connecting to the Local Server 4 Once it has connected the various navigation panes should show content 2 Click the E Save and Make Live icon 3 Select Yes 4 Voicemail operation can now be tested from an extension by dialing 17 5 Only when you have completed the above process should you proceed to Associating Voice Mailboxes with Email Addresses 37 Voicemail Pro Page 378 IP Office 15 601063 Issue 201 03 March 2009 Appendix Installing IMS 9 1 5 8 Associating Voice Mailboxes with Email Addresses When you have installed IMS started the Voicemail Pro server you are ready to associate the user voicemail mailboxes with email mailboxes on the Exchange Server This is done using the IMS Administration tool To associate a voice mailbox with an email address 1 Do not proceed with this process until you have completed the steps in Initializing the Call Flow 376
114. see Configuring Voicemail for Individual Users 994 If IP Office Manager has been configured users can also collect their voice messages by using one the following methods e Using the Messages button on their telephone If their extension is a trusted extension they can access their messages without entering a voicemail code by pressing the Messages button For more information see Creating a Trusted Location 15 e Using a Voicemail Collect button A button can be programmed to allow a user to collect voice messages from their telephone If their extension is a trusted extension they can access their messages without entering a voicemail code For more information see Giving Users Button Access to Voicemail 15 e Using Visual Voice A user can be given a display menu to user for access to their mailbox The menu provides the user with options to listen to messages send messages change their greetings and password For more information see Giving Users Button Access to Voicemail 15 e Using a short code Short codes can be created so a user can be given access to their mailbox from locations other than their office desk When they call the mailbox they will be prompted to enter the access code For more information see Giving Users Access from Any Extension 15 and Voicemail Telephone Numbers 148 If direct access is required a specified location can be set up as a trusted location The caller then does not need to
115. such messages 3 3 4 Setting Up a User Defined Fax Number If you enable the feature for them Intuity mailbox owners can set up a preferred personal fax number that is more convenient to their location for example if they are out of the office To set up a user defined fax number 1 Complete the steps for setting up the system fax number For more information see Setting the Voicemail Pro System Fax Number 12 2 Inform the mailbox owner that they can go ahead and set their preferred fax number Refer the mailbox owner to the IP Office Intuity Mailbox User Guide 3 If it has not already been done and the fax server PC is using an analog fax card the next step is to configure the analog fax number to use For more information see Configuring an Analog Extension Number for Fax Use 127 Voicemail Pro Page 125 IP Office 15 601063 Issue 201 03 March 2009 3 3 5 Routing Fax Calls Using a Menu Action When an incoming call is routed to the auto attendant the Menu action has the facility to detect and redirect fax calls This capability is enabled by including a number in the system fax number field via the Voicemail Pro Client and adding F as the tone to detect in the Menu action From the Menu action incoming calls presenting a fax tone will then follow the F call flow route which could be a transfer call to a fax server extension or hunt group ear You can add the F character to the touch tone options of a fam Menu action to s
116. the action to delete 2 From the Edit menu select Delete or right click the action and select Delete 3 The selected action is deleted For more information about the actions that are available for use in call flows see Available Actions Overview 226 Voicemail Pro Page 224 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Actions 6 1 Connections The actions that are added to a start point must be connected before they can be used The sequence of the connections determines how the call is routed through voicemail Each action can have a number of results True False No Answer Busy The types of results depend of the type of action For each result a connection can be added e Most actions only have a Next result i e a single connection to the next action e Other actions may have two results for example True or False Each of these results represents a connection point for different following actions e Some actions may have multiple results For example the Assisted Transfer action has results for Next No Answer and Busy Each of these results represents a connection point for different following actions e If a result occurs for which no connection to a following action has been set either the call is disconnected or if it came from a hunt group queue it is transferred back to the queue e Within modules all connections should end in another action or in a Module Return action To add a conne
117. the cam and select whether to leave or collect campaign information in the Specific tab General Entry Prompts Reporting Results m Campaign Please select a campaign M Will this action leave or pickup campaign information Leave campaign information e g customers Pick up campaign information e g agent In the Please select a campaign field enter the campaign that you want to use Select either Leave campaign information e g customers Select if the action should start the campaign to collect the caller s responses Pick up campaign information e g agent Select if the action should start playing back the response left by callers to the campaign Connect the result Next to a relevant action Voicemail Pro Page 249 IP Office 15 601063 Issue 201 03 March 2009 6 6 Configuration Actions gS Configuration Actions These actions allow a caller to change the settings of a user or hunt group mailbox s Edit Play List Action 25h Re record a prompt fal Record Name Action 254 Re record a mailbox name ry Play Configuration Menu Action 252 Change user or group settings m e BI Select System Prompt Language Action 25 Change the prompt language Voicemail Pro Page 250 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Actions Configuration Actions 6 6 1 Edit Play List A g With the Edit Play List action a caller can reco
118. the message should be transferred to a third party Voice Recording Library VRL application For more information see Voice Recording Library 17h General Entry Prompts Specific Reporting Results Leave message to Caller s Mailbox Mailbox Sas O C VRL The Leave Mail action has Success and Failure results The use of these depends on which mailbox mode the Voicemail Pro server is using Success ET IP Office mode Callers in the mailbox follow the Failure or Success results depending on whether allure they press 0 before or after the leave a message tone respectively This overrides the mailbox user s Voicemail Reception setting set in the IP Office configuration Intuity mode The results cannot be accessed Callers pressing 0 will always follow the mailbox user s Voicemail Reception setting set in the IP Office configuration For examples of the action in a call flow see e Routing Calls to Voicemail Example Call Flow 14 e Hunt Group Queuing Example Call Flow using POS 166 e Changing the Language Setting for a TTY Device 185 e Example Call Flow Dial by Name 34v Voicemail Pro Page 246 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Actions Mailbox Actions 6 5 3 Listen EN The Listen action allows the caller to leave a message in the start point s mailbox or in a specified mailbox The caller can only leave a message and cannot access
119. the system is licensed for Avaya TTS the ScanSoft engine is automatically used 2 7 3 Using the Speak Text Action One method of employing TTS is through adding a gE Speak Text action to a call flow The text to be spoken is entered in the action s Specific tab This text can include combinations of e Typed text sentences e Voicemail Pro System Variables For example e Entering KEY would be replaced when spoken by the last digits dialed within the call flow by the caller e If using database interaction entering DBD x would be replaced by the current value of that database field e Entering CLI would speak the caller s CLI if available back to them e SAPI 5 XML 6 tags can be added to alter how the text is spoken For example when 123 needs to be spoken as one two three rather than one hundred and twenty three enter lt spell gt 123 lt spell gt Voicemail Pro Page 66 IP Office 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro Text to Speech TTS Install 2 7 4 Text to Speech SAPI Controls Windows TTS engines use Microsoft s SAPI Speech Application Program Interface This includes the use of XML tags in the text to change how the text is spoken For example in the text This is the lt volume level 90 gt text lt volume gt to speak the items within lt gt brackets are XML tags used to change how the speech is spoken The following are samples of the SAPI XML controls supported by Voicemail Pro TTS Further
120. through the sound facilities of the user PC e Web Voicemail Service 75 gt The Voicemail Pro web service allows users to access their mailbox using a web browser This has been tested with the Internet Explorer 7 Firefox 2 and Opera 9 10 PC browsers This method of access requires Voicemail Pro to be installed on a PC already running Microsoft s IIS web server Users can select to have message playback via an IP Office extension or through their PC s sound facilities e Test Variable Action 275 The existing Check Digits action has been replaced by a Test Variable action This in addition to offering the capabilities of the Check Digits action provides significant enhancements In addition to being able to match the user s DTMF input against a specified string offered by the Check Digits action the Test Variable action allows the testing of the contents of any system variable against known user extensions hunt groups mailboxes and the contents of another variable This will allow callers to enter numbers via a menu action that can be verified as matching an existing extension or hunt groups prior to attempting to carry out transfers to otherwise potentially non existent numbers e Menu Action Invalid Input Handling 24 The Menu action has been enhanced It now includes a control for the number of retries for the caller to make a valid entry and an Invalid Input result for connection to following call flow actions Also prompts can be sele
121. time you enter the mailbox for extension 403 you will be asked to change the password and record a user name Press 3 to record a greeting Press 1 to change the message Press 1 to record greeting 1 Speak the new message In this case it would be similar to International calls are not permitted Press to end the recording Press 1 to save for all calls Replace the telephone handset 6 A short code needs to be created in IP Office Manager so that when a user dials an international call they will be played the error message Code 00N Feature Voicemail Collect Telephone Number Barred include quote marks Line Group ID 0 7 Save the configuration file 8 Test the error message by trying to dial an international number from any telephone You should be played the message that you have just recorded Voicemail Pro Page 105 IP Office 15 601063 Issue 201 03 March 2009 3 2 Voicemail Pro Preferences There are two main areas through which Voicemail Pro system preferences are set and configured These are within the Voicemail Pro Client and through the server PC s Windows Control Panel To change the Voicemail Pro Client preferences 1 Click the Preferences the icon and then choose General or VPNM Alternatively from the Administration menu select Preferences and then choose General or VPNM 2 Select the System Preferences tab required e General For more information see Changing the General System Preferences 1
122. to Speech 2 7 3 Using the Speak Text ACtION cceeeeeeeetees 2 7 4 Text to Speech SAPI Controls eee 2 7 5 Setting Up Text To Speech to Read Email 2 8 UMS Web Services eecccecceeeeeeeneeseeeeeeeesentetieeeeeenaes 2 8 1 IMAP Installation 2 8 2 Web Voicemail Installation eeeeeeeeeeeees 2 8 3 Using Web Voicemail 2 8 4 Using IMAP ae enos eoan eea Voicemail Pro IP Office 13 14 15 41 42 Contents 2 9 Tro bleshootiNg sesionin iaeaea 86 2 9 1 Checking the Voicemail Pro Service 86 2 9 2 The Voicemail Console eccceceeeeeeeeeeeeneees 88 2 9 3 Voicemail Pro User Log 90 2 9 4 Tracing in Debug sssrinin agaes 91 3 Configuring Voicemail Pro 3 1 IP Office Configuration eceeeeeeeeeeeeeeenteteeeeeneeeaes 98 SW TM OVORVIOW ccc A A TTET 98 3 1 2 Identifying the Voicemail Server PC 5 98 3 1 3 Configuring Voicemail for Individual Users 99 3 1 4 Configuring User Source Numbets 05 101 3 1 5 Setting Up Voicemail Transfer Options for a USO iidi eset ietieet etl ea e e T EKE 102 3 1 6 Voicemail Channel Reservations 08 103 3 1 7 Using Voicemail to Give Error Messages 105 3 2 Voicemail Pro Preferences 106 3 2 1 System Preferences ecceeeeeeeeeeseeeeteeeeeeeees 107 3 2 2 Control Panel OptionsS ceceeeeeseeeeeeeeeeeeee 117 3 3 Fax Server Configuration c cecceeceeeeeeseeeeteeeeeeees 121
123. way 4 0 Send recording to mailbox 3 Click P Add a Prompt The Wave Editor window opens Optional Specify a new file name and then record the new prompt For more information see Wave Editor 23h Optional Select an existing prompt 4 Click Close You return to the Specific tab 5 Click K Record a Response The New action name window opens 6 Specify the length in seconds of the recorded response 7 Click OK You return to the Specific tab A mailbox needs to be specified into which the recorded file of responses are stored If no mailbox is specified the file can be passed to an eMail action 268 Be Edit Edit the settings of the currently highlighted item X Delete Deletes the currently highlighted item from the play list This does not delete the actual prompt file tt Shuffle Move the currently highlighted item within the play list 8 Click OK The action is updated Voice Question The Next result needs to be connected to an eMail action if no mailbox is selected in the Specific tab Voicemail Pro Page 248 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Actions Mailbox Actions 6 5 5 Campaign Gas The Campaign action can be used to either route a caller into a campaign or to allow an agent to access any messages left for a campaign See Voicemail Pro Campaigns To add a campaign action 1 Click the Mailbox Actions icon and select Gas Campaign 2 You need to enter
124. will be deleted after it has been played Post the following action Enter the name of the required start point or use the browse button to select the start point To play a recording enter c mywavs hello wav substitute the appropriate file path and file name for the wav file you want played To extension Enter or select the extension to which the call should be made The voicemail server will attempt to make the call every 5 minutes for the next hour until successful Page Calls The Post Dial action can be used to page a wav file to an extension number including group extension numbers This is done by entering PAGE followed by the target extension number In this case the wav file will not loop if selected Connect the result Next to a relevant action Voicemail Pro Page 271 IP Office 15 601063 Issue 201 03 March 2009 6 8 6 VB Script Y The VB Script action allows an administrator to construct additional call flow logic using VBScript commands A number of predefined methods and system variables are available Any scripting added can be verified by pressing the Syntax Check button Details of the properties and methods supported are given in the VBScript section For more information see VBScript Properties Overview 31h e Use of VBScript requires entry of a valid VM Pro VBScript license in the IP Office configuration To add a VB Script action 1 Click the a Miscellaneous Actions icon and select ve Script 2 Sel
125. will no longer be accurate when a higher priority call is placed into the queue Note also that Voicemail Pro will not allow a value already announced to an existing caller to increase e The IP Office Manager option Synchronize calls to announcements should not be used with call flows that include this action To add a Queue ETA action 1 Click the tg Queue Actions icon and select a Queue Position 2 The Entry Prompts tab should include any prompts to play to the caller before they hear their position For more information see Entry Prompts Tab 230 3 Select the Specific tab This tab may include any further prompts to be played to the caller after they hear their position General Entry Prompts J Reporting Results MOueue current position The prompts will be played in the following order 1 Any items defined in the Entry Prompt page 2 The current position 3 Any prompts defined below Order Prompt Length fs Connect the result Next to a relevant action For an example of the Queue Position action in a call flow see Customizing a Hunt Group Callflow 16 Queue Position Next Voicemail Pro Page 285 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Page 286 IP Office 15 601063 Issue 201 03 March 2009 Chapter 7 Prompts Voicemail Pro Page 287 IP Office 15 601063 Issue 201 03 March 2009 7 Prompts 7 1 US Englis
126. will send the message to the relevant extension s voicemail box on the remote system Page 428 Voicemail Pro IP Office 15 601063 Issue 201 03 March 2009 Appendix Installing Networked Messaging VPNM 9 4 IP Office to Avaya Interchange 9 4 1 Configuring the Avaya Intuity Audix This section is based upon the S8100 G600 Intuity Audix It is assumed that the IP address of the S8100 processor is known A browser should be available and the Avaya Terminal Emulator or the equivalent to do the necessary configuration To configure the Avaya Intuity Audix Issue a telnet command to the S8100 G600 log in and enter audix to reach the audix command prompt 2 Enter list configuration and verify that the TCP IP value is set to at least 1 If not these ports must be activated through the license process before proceeding 3 From a PC browser access the S8100 processor IP address and login At the S8100 main page select Administer System gt Audix Networking gt Administrative Menu gt Network Channel Administration Enable each channel in the Channel Configuration Column Select Save when finished 4 Return to the Audix command prompt screen Inspect the system for the list of mailboxes that will be eligible to receive messages Type change machine Note the range of local extensions List subscribers will provide a more specific list It is best to distinguish mailboxes that are eligible to receive messages for example call
127. 01063 Issue 201 03 March 2009 8 1 1 2 CallingParty Property The CallingParty property returns the caller id associated with the voicemail session used for VBS interaction with Voicemail equivalent to CLI system variable e Owning object vmprov5 voicescript e String e Set This property is read only e Get A String object containing the name of the calling party or CLI For example String Voice CallingParty e Remarks The CallingParty property is only valid for the current session to Voicemail e Example Sub Main dlgid dim registration Set Voice CreateObject vmprov5 voicescript registration Voice Register dlgid if registration Then dim callerid callerid Voice CallingParty end if End Sub 8 1 1 3 EstimatedAnswer Property The EstimatedAnswer property returns the QTIM voicemail system variable This is the user s estimated time to answer within the queue in minutes and is only available for queued and still queued call flows e Owning object vmprov5 voicescript e String e Set This property is read only e Get A long containing the current value for QTIM For example Long Voice EstimatedAnswer Voicemail Pro Page 312 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Examples Using VB Script 8 1 1 4 LastAccessedMsg Property The LastAccessedMsg property returns the name of the last recorded message If the IP Office TUI is used then this will also contain the name of the last
128. 063 Issue 201 03 March 2009 Chapter 6 Voicemail Pro Actions Voicemail Pro Page 223 IP Office 15 601063 Issue 201 03 March 2009 6 Voicemail Pro Actions When a start point has been added it can be linked to an action Each action can have one or several results depending on the type of action and each result can be linked to a subsequent action In this way you can build up a call flow Each action can have a number of results true false no answer busy The types of results depend of the type of action most actions having just a Next result Each result can be used as a connection point to another action For more information see Connections 225 A set of actions and connections can be combined and reused as a module Modules are reusable sets of actions They allow you to create a sequence of actions that you can then use within any other start point s call flow Changes to the module will affect all start points using that module This simplifies the programming if a number of start points need the same sequence of actions For more information see Creating Modules Overview 215 You can double click an action to display the properties in a series of tabs Many actions share the same standard tabs but each usually also has a specific tab that contains options unique to that action s function The standard tabs of an action are e General For more information see General Tab 22 e Entry Prompts For more informat
129. 07 e Directories For more information see Setting the Location of Voicemail System Folders 10 e Housekeeping For more information see Setting the Message Deletion Times 11h e MAPI For more information see Setting MAPI Email Preferences 110 e SNMP Alarm For more information see Setting the SNMP Alarm 112 e Outcalling For more information see Changing the Outcalling Preferences 11 e VPNM For more information see Configuring VPNM Preferences 114 A number of Voicemail Pro server options are set through the Windows Control Panel To change the Voicemail Pro Server preferences 1 Open the Windows Control Panel 2 Select B IP Office Voicemail Pro 3 The tabs and options within the tabs will vary according to the installed Voicemail Pro components Possible tabs are Email Settings For more information see Configuring Email Settings 11 Path Setting For more information see Specifying the Name of the Host Server PC for IMS 118 SMTP Email Settings For more information see Configuring SMTP Email Settings 120 System Settings For more information see Specifying the Level of IMS Service Logging 117 Voicemail Pro Page 106 IP Office 15 601063 Issue 201 03 March 2009 Configuring Voicemail Pro Voicemail Pro Preferences 3 2 1 System Preferences 3 2 1 1 General Although the default IP Office configuration settings allow voicemail to start operating almost immediately as soon a
130. 1063 Issue 201 03 March 2009 Administration Support for Callers with Impaired Hearing 4 11 Changing Language Voicemail Pro can be used in a wide range of languages For external callers the Voicemail Pro tries to match the Locale setting of the IP Office system For internal callers if they have a different user locale in their user setting VoicemailProtries to match that language With centralized Voicemail Pro the default locale is that of the central IP Office If users on the remote IP Office want different language prompts each of their user locales must be changed separately If prompts for a required language are not installed Voicemail Pro has a set of rules that it follows to find the best alternate language For example if prompts are not available for users with their locale set to French Canadian Voicemail Pro looks for French prompts instead If French prompts are not installed it looks for English US and finally English UK For more information see Supported Languages 144 The language played to a caller can be changed during a call This is achieved using a Select System Prompt action For more information see Changing the Language of System Prompts 18 4 11 1 Supported Languages The voicemail system provides prompts to callers and mailbox users based on the Locale that is set in the System form of IP Office Manager If the necessary set of language prompts is not available the nearest available match is u
131. 1063 Issue 201 03 March 2009 Installing Voicemail Pro UMS Web Services 2 8 2 Web Voicemail Installation Voicemail Pro 4 2 support web access to user mailboxes Users are then able to play their messages mark them as saved or deleted or forward messages to another mailbox Playback is through the users own associate extension on the IP Office system or through the audio facilities of the PC oo SS SS SSS SSN Mark Gallagher 4311 AVAYA Inbox 7 Trash State From To Received on v Lenath A Brad Trower 4337 Mark Gallagher 11 July 2008 14 07 44 45s Voice Message x From To Brad Trower 4337 Mark Gallagher A Received Length 11 July 2008 14 07 44 45s Forward X Delete lete al Save ark ii G Mark as unread Play in Windows Media Player v gt gt gt 49 Web Voicemail Installation Requirements The Web Voicemail component is selectable as part of a custom Voicemail Pro installation Note the pre requisites below before doing the Web Voicemail installation e O IIS Web Server Must be installed on the voicemail server PC before the Voicemail Pro 4 2 Web Voicemail component is installed e O PHP Web Voicemail uses PHP If an existing PHP is not detected the Voicemail Pro installation will install its own PHP e O UMS Web Services License The use of Web Voicemail and the number of users who can be configured to access it are controlled by the UMS Web Services license entered in the IP Office
132. 107 121 123 240 Fax Calls Using Routing 126 Fax Forwarding 125 Fax Server Configuration 122 Fax Sub Addressing 107 123 Fax Use 127 faxnumber gt faxination com 125 faxnumber gt faxmaker com 125 faxnumber gt rightfax com 125 faxnumber gt zfconnector com 125 FaxPress 128 Feature Key 62 63 64 match 367 type 371 Feature Key Serial Number 367 371 Feature Key Server 63 64 require 371 Feature Key Server PC 63 64 Feature Options 430 February 288 301 Fenestrae Faxination 122 125 file routing 357 files avaya ims client extension dll 413 finished working 134 FireEventTracing 91 404 Firewall 414 Opening 393 uses 393 Firewall Port Settings 414 First In First 111 Follow Me 190 252 288 301 For help press 288 Force Account Code 142 143 147 152 160 171 191 347 348 ForwardMsg 317 ForwardMsg Method 317 ForwardMsgToMailbox 317 ForwardMsgToMailbox Method 317 fr 313 Fran ais 188 Full Control 381 Full Name 105 346 Changing 349 FullFilename 318 FullFilename Method 318 Func 171 FWD 236 G Gateway IP Address 430 General Configuration system 113 197 General Configuration System Preferences 113 197 General Parameters 430 General Screen 368 General System Preferences Changing 107 Generic Action 190 211 226 236 includes 159 Page 442 15 601063 Issue 201 03 March 2009 Generic Text Installing 66 Speech 66 generic Text To Speech 66 Generic TTS 66 Get Mail Action 185 188 189 194 207 226 245 GetCal
133. 15 601063 Issue 201 03 March 2009 1 3 Supported Languages The voicemail system provides prompts to callers and mailbox users based on the Locale that is set in the System form of IP Office Manager If the necessary set of language prompts is not available the nearest available match is used The list shows the first choice language prompts that Voicemail Pro will try to use followed by the second choice and so on For example if prompts for users with their locale set to French Canadian are not available Voicemail Pro looks for French prompts instead then English US and finally English UK The abbreviations shown in the table indicate the language prompt folder used in order of precedence Voicemail Pro server prompts can be installed in the following languages Trey tres tr env en 1 Turkish prompts are not provided or installed but the Turkish locale is recognized English US prompts are used if installed otherwise English UK Fallback route added as part of Voicemail Pro 4 2 e TTY Teletype Textphone is included in the list of installable languages even though it is not a language TTY is a text based system that is used to provide service to users with impaired hearing or vision For more information see Support for Callers with Impaired Hearing Overview 183 Individual users can have their own Locale setting Voicemail then provides them with the appropriate language prompts if they are available This is set eithe
134. 16 2872 0 mailboxes were open Cbut not active when flushed Dbgout 2816 2612 DI IMainChinstDLL 0x10000000 fdwReason DLL_THREAD_ATTA Dbgout 2816 2900 DIIMainChinstDLL 0x10000000 fdwReason DLL_THREAD_ATTA vmnor as 2R16 2R72 NewTO StartTask 197 146R 4 1 gt Installation 1 Download the zip file 2 Unpack the files into a folder such as c debug on the server PC 3 Run DbgView exe 4 Events are shown in the DbgView window These can be logged to a file if required The level of detail shown can be filtered to show more or less activity Logging 1 Run DbgView exe 2 Select File Log Preferences Select Logging Information Log Mode Hours Interval Every n Hours C Ever n MBytes Log Filename c debug debug log a Canoa _ 3 Set the logging details are required and click OK 4 While DbgView is running the viewable trace is also copied to the specified file 5 The debug log files can be opened in programs such as Wordpad Voicemail Pro Page 404 IP Office 15 601063 Issue 201 03 March 2009 Appendix Installing IMS Filtering 1 Select View Debug Filters DbeView VTP Module Name Path Module ID Level ID Bitmap 5 Informational oe Common Wtilities Debug Message Logger DbgQut FF 00 00 00 00 00 00 00 OC FF FF FF FF FF FF FF FF FF Name vmp Common Utilities Debug Message Viewer DbaView FF FF FF FF FF FF FF FF FF M Init Delnit vmp Explorer Explorer SACOM Metho
135. 27 oo oo m aL 313 3 3 gt e o v v o 0 er gig gig SF o o ovo o 5 3 gt 3 ajala a oo olo siis ja ss olol olo 353 5315353 wN eN z 10 a E be e fo E o a lt Q ra D 3 J cor ov 5 a D i o 3 N O a o Second Star I v Jldldaldalad lt lt lt D D ad Ed Ed Ed Eg oloo wn Q oO o o 0 0 CIIS fc Q gt amt nit TPT Et 2 503o F lt isis a SSZ l2 2 90 19 0 z 9 S alalo HE HEIR ooo ca 3 3 3 i v 72 72 et fet jer jeo t t w oo 3 3 3 2 2 a 0 o 0 ni in in o lol lo 35 5 5 WINTR 7 2 English Non Intuity Prompts Here is a list of the named wav files used by Voicemail Lite and Voicemail Pro for US and UK English These are predominately though not exclusively used for IP Office mode mailbox features and Voicemail Pro custom call flow actions All files are Microsoft WAVE file format wav 8kHz 16 bit mono Non Intuity Prompt Please enter extension and sign Good morning and thank you for calling Please key in the required extension number or hold the line for other options Good afternoon and thank you for calling Please key in the required extension number or hold the line for other options Voicemail Pro Page 301 IP Office 15 601063 Issue 201 03 March 2009 WAV File Non Intuity Prompt aa_03 Good evening and thank you for calling Please key in the required extension number or hold the
136. 281 282 Database Close 226 336 add 282 Database Close Action 226 282 Database Execute 226 282 338 344 add 281 preceding 336 Database Execute Action 226 281 282 336 338 344 Database Execute icon Select 344 Database Get Data 226 336 338 add 282 Database Get Data Action 226 282 338 Database Open 226 336 338 344 add 281 preceding 281 Database Open Action 226 281 338 344 Database Open Icon Select 338 Database Scenario 337 database succeeds 281 DATE 329 DATE TWENTY FIRST SEPTEMBER 329 DB 203 342 DB Backup 203 DBD 66 211 239 282 329 336 342 DbgView 91 404 DbgView window 91 404 DCOM 403 adjusts 381 Check 394 following 381 setting 381 DCOM Issues Troubleshooting 403 DCOM Machine 381 DCOM Settings Adjusting 381 Windows 2000 PC 381 XP Pro 381 XP Pro SP2 381 DDI 121 211 incoming 127 Debug 91 404 Debug Filters 91 404 Debug Filters window 91 404 Debug View 91 404 Default Access Permissions Edit Default button 381 Default Authentication Level 381 Default Callback 101 194 Default Callback Start Point 194 Default Configuration Permissions Edit Default button 381 Default Domain Policy 381 Default eMail application 368 default greeting 288 Default Impersonation Level 381 Default Language 188 372 430 Default Launch Permissions Edit Default button 381 Page 440 15 601063 Issue 201 03 March 2009 Default NameNet 430 Default Properties 381 Default Recording 175 Default Security 381 Default S
137. 3 MSRM ACT 263 MTS 403 Multiple Language TTS Support 65 Music 162 182 263 Music on Hold 162 182 263 MWI 158 mywavs hello wav 271 N Name Action 226 261 346 347 Name Determination 433 Name Directory 62 name greeting 154 name matches 215 288 Name Property 314 Name Table Using 349 Name window 208 248 368 Names 118 203 263 401 412 NameWavsTable 349 Navigate 412 SYSTEM CurrentControlSet Services IMS 408 Nest Tags 67 NET Framework 369 NET Framework 1 1 369 NET Framework 2 0 369 NETALY arf 412 Page 447 15 601063 Issue 201 03 March 2009 Netscape 357 Network Address 430 Network Administration Access 367 Network Card 366 369 Network Card including 369 Network Card Power Saving 369 Network Channel Administration 429 430 Network Identification 368 Network Identification Tab select 368 Network Requirements 366 Network Settings 281 Network Snapshot 433 Network Turnaround 429 430 networking Intuity Audix 430 Networking Administration 367 430 New Condition icon 220 221 New Condition window 217 220 221 new greeting 102 New Include File 204 New Integrated 379 New Integrated Messaging Server window 379 New Password 135 137 140 288 New PC 412 New Software Install 41 43 398 new VoiceMail Pro 398 NewMsgs 311 314 NewMsgs Property 311 314 Next run 409 NIC adjust 369 Night Service 161 257 301 No Answer Time 142 181 amend 182 setting 182 No Match result 255 no Remote 132 135 non administer
138. 3 In the Licenses section add the UMS Web Services license 5 In the Valid Licenses section check that the License Status of the UMS Web Services license is now shown as 6 Start the Voicemail Pro client 7 Select Help About 8 The screen should list the Web Services as Started and should show the number of UMS licenses Configure IP Office Users for UMS 1 Start IP Office Manager 2 Receive the configuration from the IP Office system hosting the user 3 UMS can be enable in two ways e Through Individual User Settings 1 Select i User and then select the required user 2 Select the Voicemail tab 3 Enable UMS Web Services Click OK e Through Licenses amp 2 In the Manager navigation pane double click on the UMS Web Services license 1 Select Licenses 3 The Select Web Service Users menu is shown 4 Select the users for which UMS Web Services are required Click OK 4 Merge the configuration back to the IP Office UMS Web Voicemail and ContactStore It is possible to run ContactStore and UMS Web Voicemail on the same server PC However some additional steps are required following installation in order to allow browser access to both applications 1 Install UMS web voicemail Voicemail Pro Page 77 IP Office 15 601063 Issue 201 03 March 2009 2 Install ContactStore 3 Reboot the server 4 Within services stop the ContactStore service 5 Using a web browser access a voicemail mailbox using UMS web v
139. 30 X XML 66 Page 456 15 601063 Issue 201 03 March 2009 XML 66 closing 67 opening 67 XML Tags Entering 67 XP 88 365 380 381 XP Pro 365 380 DCOM Settings 381 XP Pro SP2 DCOM Settings 381 Y YEAR MONTH DAY HOUR 327 Yes Select 133 Your call 142 288 301 Your estimated 166 Your Network 430 Your Password 288 Changing 140 Voicemail Pro IP Office Index Page 457 15 601063 Issue 201 03 March 2009 Voicemail Pro Page 459 IP Office 15 601063 Issue 201 03 March 2009 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 b
140. 30 Small Office Edition 4 10 e Voicemail Pro Licenses The actual number of ports available on Voicemail Pro is controlled by license keys entered through IP Office Manager For more information see Voicemail Pro Licenses 25 e The Voicemail Pro license enables 4 ports e Additional Voicemail Pro licenses can be added to enable further ports up to the maximum shown in the table e VoIP VCM Channels Though linked to the IP Office via a LAN connection voicemail does not use VoIP VCM channels The Voicemail Server is seen as a device on the IP Office s TDM telephony interface e Calls to from voicemail involving non IP trunks and extensions do not use VCM channels e Calls to from voicemail from IP trunks and extensions do use a VCM channel Voicemail Pro Page 15 IP Office 15 601063 Issue 201 03 March 2009 Chapter 2 Installing Voicemail Pro Voicemail Pro Page 17 IP Office 15 601063 Issue 201 03 March 2009 2 Installing Voicemail Pro Voicemail Pro 4 2 can be installed with the following IP Office systems e Small Office Edition e IP406 V2 e IP412 e IP Office 500 Voicemail Pro is not supported on an IP Office 500 running in IP Office Standard Edition mode To use this application an IP500 Upgrade Standard to Professional license is required There are a number of different types of Voicemail Pro installation that can be performed Ensure that you have read the appropriate section for the installation required before atte
141. 398 Version 5 0 2195 6713 433 View Packet Statistics 433 Visual Voice access 150 Visual Voice Button 150 VM Pro 65 66 272 310 336 412 VM Pro Database Interface 336 VM Pro Generic TTS 65 VM Pro ScanSoft TTS 65 VM Pro TTS 66 VM Pro VBScript 272 310 VM Server Specific 91 404 VMCol 150 Vmdata mdb 203 VMLite exe 43 vmp file 203 204 273 VMPRo start 409 VMPro Database Interface 226 VMPro Error 0x80004005 414 VMPro service 409 VMPro TTS 66 VMPro User Log 90 VMPRO arf Copy 412 IMS Admin Tool 412 VMPro IMS NAME 409 VMProDBService 377 417 VMProIMSPC IMSClient 392 VMS API 91 404 VmsNotifyTracing 91 404 Voice Mail 233 259 301 Voice Mailboxes 314 397 Associating 379 Voice Messaging 62 Voice Question 166 226 259 268 add 248 Page 454 15 601063 Issue 201 03 March 2009 Voice Question 166 226 259 268 preceding 236 Voice Question Action 226 248 259 268 Voice Recording Select 173 176 Voice Recording Administrators 170 Voice Recording Library 24 168 170 173 176 246 Voiced Names Dynamic 430 Voicemail Email settings 57 Voicemail Callback 193 Voicemail Channel Reservations 98 103 Voicemail Code 98 99 101 149 150 152 153 157 158 160 194 229 346 348 Add 105 voicemail code For 149 Voicemail Collect 105 141 142 143 147 149 150 152 160 191 215 347 348 Voicemail Collect Button 149 150 Voicemail Console 88 Voicemail Destination Leave 98 Set 64 Voicemail Domain Account Creating 45
142. 3h 5 Click OK to save the changes 6 Click amp Save and make live 7 Any caller queuing for the selected group will hear the new announcement when they first join the queue To customize announcement 2 for a specific group 1 As above but use the Still Queued start point Voicemail Pro Page 164 IP Office 15 601063 Issue 201 03 March 2009 Administration Hunt Group Voicemail 4 7 8 Hunt Group Queuing If hunt group queuing options are enabled a call will be held in a queue when all available extensions in the hunt group are busy Using Voicemail Pro you can define custom actions and prompts for the queuing sequence e The Still Queued message is not played if the hunt group name exceeds 13 characters To configure queuing for a hunt group 1 Open IP Office Manager 2 In the Navigation pane click at HuntGroup and select the hunt group 3 View the Queuing tab Hunt Group Voicemail Fallback Queuing voice Recording Announcements dv Queuing On Queue Length No Limit Normalize Queue Length e Queuing On Default On If selected queuing will be available for the hunt group e Queue Length Default No Limit This feature sets the number of calls that will be held in the queue at any one time If this number is exceeded the caller will receive the busy tone or be passed to voicemail e Normalize Queue Length Default Blank This facility selects whether to include calls that are ringing but not ans
143. 4 Access 143 mailbox matching 245 246 247 251 252 Mailbox Mode 122 123 157 245 246 Select 43 Mailbox Operation Mode 154 Changing 139 mailbox press 288 Mailbox Store 397 Mailbox Users Owners Using Advice 184 mailbox message 317 318 322 328 329 331 333 mailboxes As String 317 326 333 MailboxEvtSinkTracing 91 404 mailing lists 288 Main Menu 430 117 400 Voicemail Pro IP Office Main Voicemail Pro Window 107 109 110 111 112 113 137 139 197 201 208 Main Collect 145 Main Leave 145 Maintenance Menu 433 Make Live icon 378 Making them Live 203 Manage Forms 394 Manager application 208 261 Manager Incoming Call Route 144 Managing Campaigns 351 Mandatory Announcement Example 181 Manual Call Recording Starting 171 Manual Recording Customizing 174 Manual Recording Mailbox 173 Manual Recording Options Setting 173 Manually Install Form 394 MAPI Email Protocol 48 54 MAPI email 70 88 110 119 402 MAPI Email Preferences Setting 110 MAPI Password leave 110 MAPI Profile 110 MAPI based Voicemail Email Voicemail Pro 70 MAPI compliant 24 MAPIEventTracing 91 404 Matching Short Code 205 208 Creating 147 Materials Required 367 MattR 190 Max 107 170 Maximum Number 62 319 353 Digital Nodes 430 maxtime 331 maxtime As 331 maxtime As Long 331 mdb 41 203 398 mdb file 203 Member Of 157 158 160 236 365 368 369 372 380 Menu Action 121 122 123 126 147 166 182 188 191 226 233 263 338
144. 412 Microsoft IIS Web Server 24 Microsoft Internet Explorer 357 Microsoft Internet Explorer 5 0 357 Microsoft Management Console 381 Microsoft Outlook 362 365 379 380 412 414 416 opening 413 Microsoft Outlook 2000 2003 365 380 Microsoft Sam 65 66 Microsoft SAPI 65 67 Microsoft Speech SDK 65 Microsoft Speech SDK 5 1 use 65 Microsoft TTS 65 66 Microsoft WAVE file 288 301 Microsoft Windows part 65 Mike 65 66 Minimum PC 365 380 mins 107 MINUTE 327 minutes 329 Misc Troubleshooting 409 Miscellaneous Actions icon 268 269 270 271 272 273 310 Voicemail Pro IP Office Index misconfiguration 411 Mobile 99 102 153 193 196 288 Example Call Flow 191 turn 190 Mobile Twinning 190 extension 203 191 mobile twinning feature 288 Mobile Twinning No 191 mobile twinning number 190 191 Mobile Twinning on 191 mobile twinning options 288 Models 409 Modify Administrator window 136 137 modify existing campaigns 351 Module Return 188 225 226 add 243 result 243 use 215 Module Return Action 215 225 226 243 Module Start Points 145 147 Modules Navigation 201 215 Modules Navigation Pane 201 215 Move Prompt 230 MS Exchange 364 365 368 380 MS Exchange 2000 365 380 MS Exchange Settings 368 MS Windows 415 MS CRM 258 matching 263 MS CRM Call Data Tagging 263 MSCRM ACT 263 msec 67 MSExchangelS 408 MSExchangeMTA 408 Msg ID 430 MSGN 329 MSGO 329 msgs 158 329 msgtype 321 333 msgtype As String 321 33
145. 5 InstallShield Wizard Select Features Appendix Installing Networked Messaging VPNM In the Setup Type window select Custom Click Next The Select Features window opens so that you can select which additional Voicemail Pro features to install Scroll down and check VPNM Choose the features Setup will install IMS Server z Space Required on C 203964 K Space Available on C 5459008 K InstallShield 16 17 18 19 20 21 22 23 24 25 Select the features you want to install and clear the features you do not want to install m Description Swedish TTY Standards based voicemail interconnectivity using SMTP YPNM Database Server YPNM Server YPNM Receiver Voicemail Pro Campaign Web Component i E Integrated Messaging Service IMS Client Package K lt lt lt Back Cancel Ensure that the following are selected e The Voicemail Pro Campaign Web Component is not required for VPNM but is installed as part of a typical VoicemailPro Server installation If a web server has already been installed but the Voicemail Pro Campaign Web Component is not required uncheck it to remove it If Voicemail Pro Campaign Web Component is required for other use make sure that it is checked so that it is not removed e Voicemail Pro and Voicemail Pro Server Service should be already selected e Ensure that V
146. 6 e Important By default Voicemail Pro fax detection is disabled To enable fax detection you must define a system fax number For more information see Setting the Voicemail Pro System Fax Number 12 Voicemail Pro Page 121 IP Office 15 601063 Issue 201 03 March 2009 3 3 1 Fax Server Configuration Here is an illustration to show how a fax server can be configured to work with an IP Office system The illustration applies to the following popular fax server applications e Gfi FAXMaker e Fenestrae Faxination e Equisys Zetafax e Captaris RightFax Voicemail Pro Fax Server Exchange Server with Analog Fax Board The fax server is configured to distribute faxes to exchange server mailboxes based on the original DTMF fax sub address that is passed by Voicemail Pro For the fax server and Voicemail Pro to interact specific user rights are needed If the PC that is being used as the fax server uses an analog fax board the fax board must be connected to an IP Office analog extension POT port The sections that follow explain how to configure a fax server to work with Voicemail Pro The information provided assumes that e The fax server software is installed e The hardware is installed and connected to an IP Office e The Exchange Connector is installed and configured For details of system requirements and information about installing a fax server refer to the manufacturer documentation or visit the ma
147. 63 Issue 201 03 March 2009 Intuity Audix Dial Plan Interchange Dial Plan 430 Intuity Emulation Mode 154 Intuity Mailbox Mode 43 154 346 348 Intuity Mailbox User Guide read 107 123 refer 155 see 154 Intuity Prompt 288 Invalid 147 262 288 301 call follows 258 263 Invalid Conference 262 IP 500 371 IP 500 Office 371 IP Office 4 0 IP Office VoiceMail Pro 3 2 IP Office 500 366 367 369 371 IP Office 500 Smart Card Feature Key 371 IP Office Admin Suite window 43 IP Office Administration Applications CD 367 IP Office application 158 367 IP Office Application Firewall Batch File 367 IP Office Conferencing Center 226 IP Office ContactStore 170 IP Office Control Unit 269 366 369 371 IP Office Documentation CD 154 IP Office Feature Key 367 number 371 IP Office Feature Key Dongle Serial Number 367 IP Office Feature Key Server 18 running 371 IP Office Feature Key Server application 371 IP Office IMS 379 412 IP Office Integrated 379 415 416 IP Office Integrated Messaging Pro 379 415 416 IP Office Intuity 121 125 154 IP Office Intuity Mailbox User Guide 121 125 154 IP Office Licenses 367 IP Office Mailbox Mode 43 164 346 348 IP Office Mailbox User Guide 165 see 154 IP Office Manager application 26 205 208 215 IP Office Manager User 61 98 IP Office Manager User Guide 98 see 61 IP Office Mode 102 139 142 157 160 245 246 301 IP Office No Answer Time 156 IP Office Phone Manager application 142 IP Office Ser
148. 76 record re record 348 recorded asking user 188 recorded name greeting 154 recording As String 331 Recording Library 168 170 173 176 246 Recording Library options 173 176 recording press 231 288 301 Recording Time 107 112 176 Changing 170 Recording Time Profile 176 Recording Warning 168 169 171 RecordMsg 331 RecordMsg Method 331 RecordRegister 331 RecordRegister Method 331 REG_DWORD 91 404 REG_MULTI_SZ 408 Regional 154 Regional Setting 154 Register 324 331 332 333 368 Register Method 332 Registry 91 404 408 Voicemail Pro IP Office Restore 41 398 regnum 324 331 333 regnum As Long 324 331 333 Release 91 176 404 Locked Administrator Login 137 relogon 288 relogon press 288 rem Wait 60 377 417 Remote Access 301 381 Remote Address 430 Remote Call Flow 226 add 273 Remote Campaign Directory 109 Remote Connection Test 433 Remote Launch Activation 381 Remote Machine 429 430 Remote Machine Administration 429 430 Remote Machine Name 430 Remote Machine Parameters 430 Remote System Voicemail Settings Configuring 64 Remote Voicemail Notification 252 Remote Voicemail Pro Clients 135 Remove 41 70 204 372 Remove Voicemail Lite 43 Remove Voicemail Pro 41 398 removing VoiceMail Pro 398 Rename 204 208 217 Reporting Tab 233 Reporting tab 233 Request ISBN 342 required depending number 367 required flag change 357 required logging levels 372 Required Network 362 Required PC Services Check That
149. 9 Specifying Level 117 400 MAPI 110 Name 118 401 Speech Application Program Interface 67 Speech SAPI Controls Text 67 Speed 67 144 366 369 Speed Dials 144 Spell Spell 67 spell gt 123 lt spell 66 spell gt 555 3468 lt spell 67 SQL construct 281 Defines 336 entered 338 344 performs 281 SQL Function window 338 344 SQL query 281 336 SQL Wizard 281 338 344 SQL Wizard window 281 Standard Client 135 standard greeting 142 301 standard greeting message 142 standard greeting press 301 Standard IP Office Mailbox Mode 154 standard working hours 216 start operating 107 Start Phone Manager 144 Start Points Navigation 135 136 137 164 182 205 Start Points Navigation Pane 201 start processing 355 Start Recording 171 Start Services Batch File 377 Start SoftConsole 144 Voicemail Pro IP Office Start Voicemail Pro 41 377 398 417 Startup 43 377 433 Startup Type 377 433 status signalling 169 Status Test 433 Status Through Check 433 steps appropriate 110 steps follow 430 steve 417 STEVE SMITH 417 Steve Smith 417 Still Queued 145 164 165 166 181 182 207 208 211 Still Queued Start Point 164 Stop processing message 355 Stop Recording 171 stop working 415 Structured Query Language 336 Sub Main 312 313 315 320 327 329 332 Subject 168 268 288 submenu 224 Submit 349 357 Subnet Mask 430 Subscriber 288 429 430 433 Subscriber Administration 288 430 Subscriber Lists 288 430 Subscriber Updat
150. AVAYA IP Office Voicemail Pro 15 601063 Issue 20l 03 March 2009 2009 AVAYA 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 End User a license w
151. Advice for Mailbox Owners Using a TTY Device To log into their mailbox with a TTY device such as a text phone mailbox owners must dial 17 and then take the analog telephone handset off hook When they are connected users see prompts on the display of the text phone For requests such as Press 1 for users should dial from the keypad of the telephone For messages followed by GA go ahead users are required to type text using their text device For more information refer to the document User Guide for Audix TTY Interface 555 300 710 Voicemail Pro Page 184 IP Office 15 601063 Issue 201 03 March 2009 Administration Support for Callers with Impaired Hearing 4 10 4 Changing the Language Setting for a TTY Device An alternative to setting the user locale as TTY is to change the user s language setting in the Voicemail Pro call flows for that user Here are two examples An Example of Customizing a Simple Mailbox Call Flow The 8 Select System Prompt Language action can be used to change the prompt language used by subsequent actions in a call flow Once the TTY Maintenance Patch has been installed TTY is one of the selectable languages provided by the action In the simplest form a 1 Select System Prompt Language action set to TTY Teletype Textphone would be added to the user s Collect start point and followed by a Get Mail action W Yoicemail Pro Client Intuity E loj x Fie Edit Actions Ad
152. Also allow 1MB per minute for message and prompt storage Celeron Non OS Applications Microsoft Exchange 2000 Microsoft Exchange 2003 Microsoft Exchange 2007 Microsoft Outlook 2003 Microsoft Outlook 2007 Voicemail Pro IP Office Operating System Support Server OS 2000 Server 2003 Server 2008 Server Client OS 2000 Professional XP Professional Vista Business Enterprise Vista Ultimate Page 20 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro General Installation Requirements Not supported in caching mode Voicemail Pro Page 21 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro plus IVR and or TTS Minimum PC Requirements Basic Voicemail Pro 512MB 20GB P4 2 8GHz Not tested Athlon XP 3000 Athlon 64 Also allow 1MB per minute for message and prompt storage Hard Disk Free Space Processor Pentium Celeron Generic TTS only The current ScanSoft TTS provided with Voicemail Pro is not supported on Vista Operating System Support Server OS 2000 Server 2003 Server 2008 Server Client OS 2000 Professional XP Professional Vista Business Enterprise Vista Ultimate e If the database being queried is located on the VM Pro server the query speed of the database will be affected by the amount of memory available Please take into account the memory requirements of the database be
153. Case Ticket Number lt AV_M O incident S ticketnumber gt CAS 01001 lt AV_M gt Voicemail Pro Page 264 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Actions Telephony Actions 6 7 10 Alphanumeric S The Alphanumeric action allows the caller to input text and numeric values directly from the telephone keypad with ITU standard alphabet markings The action following the DTMF Data result can use KEY to access the alphanumeric characters b m oO nm T zU m eak a D a w i lt x lt N Oc Vz N g e mja Users enter data by pressing the key marked with the character required For keys with multiple marking several key presses are required For example to enter C the user must press the 2 key three times After each key press the associated letter or number is spoken To move on to entering the next character the user should press whichever other key is marked with the required character or first press if the required character is on the key just used Controls available are Accept last character and begin entry of next character if the required character is on the key just used 1 Hear characters entered so far 2 Delete all characters entered so far 3 Delete last character entered Accept the set of characters entered and go to next call flow action Voicemail Pro Page 265 IP Office 15 601063 Issue 201 03 March 2009 To add an Alphanumeric action
154. Code Start Points 143 145 208 Short Codes DVM 145 Shortcode 145 171 add 348 Silence 67 162 182 231 263 288 301 Silence Add 67 Simple Mail Transfer Protocol 112 Simple Mailbox Call Flow 185 Simple Network Management Protocol 112 Simplified Chinese 65 66 Simultaneous 62 65 367 Small Community Network 61 62 417 Small Community Networking 62 Small Office Edition 366 369 SMS 288 send 369 SMTP Email Protocol 48 54 SMTP email 42 106 120 enter 409 validate 372 SMTP Email Servers 120 SMTP Email Settings 106 Configuring 120 SMTP Email Settings window 372 SMTP Server 120 372 433 Settings 55 SMTP Server Address 433 SMTP server fails 372 Page 451 15 601063 Issue 201 03 March 2009 SMTP Service Test 433 SNMP 106 112 SNMP Alarm 106 SNMP Alarms 106 Setting 112 SoftConsole 141 142 144 171 190 347 Software 41 66 91 122 128 132 365 366 367 371 372 380 394 398 404 415 416 software attempts 416 SOFTWARE Avaya Integrated Messaging Admin 91 404 SOFTWARE Avaya Integrated Messaging Client 91 404 Sound Prefs Continue button 357 Source 101 153 156 158 194 258 259 260 263 Source Numbers 156 Select 194 View 101 153 158 Speak Action use 342 Speak Book Cost 342 Speak Book Title 342 Speak Method 335 Speak Text Action 65 70 211 224 226 239 342 344 Using 66 Speaker button pressing 149 specific reasons changing 372 Specific Start Points 201 205 207 Specification PC 1
155. Enable network COM access are installed on the IMS Voicemail Pro server If NET 2 0 is not detected you will be prompted to install it before the Voicemail Pro installation proceeds 9 0 Check or Disable IP Office Voicemail Email Settings In the IP Office Manager the Voicemail Email settings under the voicemail user tab are switched off or are set to a different email account then the one you will be using with IMS This is because the IP Office configuration settings for each user do not apply to IMS They are usually switched off by default but it is advisable to check before you start the installation For more information see the IP Office Manager help Please note Voicemail to Email can be used in conjunction to IMS for example to send an SMS alert to your SMS enabled cell phone but if set to the same Outlook email account as IMS would result in two emails being delivered to the user one that synchronized with their voicemail and one that did not 10 0 Disable any Server PC Power Saving Mode Switch off any PC and hard disk sleep power down suspend and hibernation modes Power Options Properties 3 Advanced Settings Beeps Alarms 3 Suspend Hibemate Options Power Schemes Alarms PowerMeter Advanced Hibemate Ja Select the power scheme with the most appropriate settings for ep this computer Note that changing the settings below will modify the selected scheme Power schemes es v Settings for Always On power scheme
156. Expand Line 1 Remaining Characters 1000 Syntax Check Enter VBScript In the Script area enter the VBScript as required Details of the System variables and COM methods that are supported are accessible by right clicking in the VBScript area This script can contain a maximum of 1000 characters Expand Check Expand to view a larger script area Syntax Check Click the Syntax Check button to check your input for any errors I VBScript This action has two results for which connections to following actions can be made The results are aaa based on the Scripting entered in the Specific tab Success Failure Voicemail Pro Page 310 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Examples Using VB Script 8 1 1 VBScript Properties 8 1 1 1 Overview The following properties can be accessed within VBScripts Note that unless otherwise stated they are session based The data is specific to a particular Voicemail Pro call and does not persist between calls Voicemail contains various state variables that are associated with a specific interaction with voicemail The system variables listed map to properties associated with the object e NAM read only For more information see Name Property 31 e CLI read only For more information see CallingParty Property 312 e RES read write For more information see Result Property 31 e VAR read write For more information see Var
157. F tones for which connections are required e P Add The P icon allows you to add custom sequences of dialing digits In addition to the standard dialing digits 0 to 9 the following special digits can be used If a sequence is added ensure that the associated box is checked before you select OK The sequence must be unique For example if 5 is selected no other sequence that begins with 5 can be used e Any Digit The character can be used to represent any digit except and For example 123 can be used for any six digit string starting with 123 See Example Call Flow SelfSelect Module 147 e Any Sequence of Digits The character can be used to match any sequence of digits for which there is no other match Key press entry is ended either by the caller pressing or 5 seconds after the last digit dialed e F For Fax Calls The F letter can be used to automatically detect any incoming fax calls Once detected the calls can be routed to another number See Routing Fax Calls Using a Menu Action 128 e X Delete Use this icon to delete the currently selected custom dialing sequence e Invalid Input Handling The following options can be used if the caller does not dial or dials an invalid digit Voicemail Pro Page 240 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Actions Basic Actions No of Retries Voicemail Pro 4 2 This option allows you to specify the number of retries a caller is allo
158. G kp 3 D wn wn D Q Q 2 D es 5 a ow wn w E 3 cr ot o Z nn D U o wn wn D 1 To hear your greeting message press 1 to change your greeting message press 2 to save your greeting message press 3 to save your message for playing as a continuous loop press 4 to return to the previous menu press 8 When playing a message to delete the message press 4 to save the message press 5 to forward the message to email press 6 to repeat the message press 7 to skip the message press 9 at the end of your messages to play old messages press 1 to play saved messages press 2 to edit your greeting press 3 to direct all messages to email press 01 to turn off email redirection press 02 When playing a message to delete the message press 4 to save the message press 5 for forwarding options press 6 to repeat the message press 7 to skip the message press 9 to call back the sender press at the end of your messages to play old messages press 1 to play saved messages press 2 to edit your greeting press 3 to direct all messages to email press 01 to send email notifications press 02 to turn off email functions press 03 to change your access code press 04 To forward message to email press 1 to forward message to other extensions press 2 to add a header message press 3 to send message into your saved messages list press 4 to skip this forwarding press User configure
159. G0110 G0112 60113 60120 60121 60122 60123 G0124 60125 60126 60127 60128 60129 60130 60131 G0140 60141 G0142 60143 G0144 60145 G0147 60148 Go149 Goiso Goist Gois2 GO1s3 Gois4 Goss Goise Go1s7 Goss 0159 60160 Go161 60162 60163 gos G0186 60187 60188 60191 G0192 60193 G0194 60195 0200 Go201 60203 Voicemail Pro Page 298 IP Office 15 601063 Issue 201 03 March 2009 Prompts US English Intuity Prompts WAV File Intuity Prompt G0204 60205 G0206 Number 0207 G0208 G0209 For instructions on entering your outcalling number G0210 For instructions on configuring outcalling G0211 G0212 G0213 G0214 G0215 G0216 G0217 G0218 G0219 G0220 G0221 G0222 i i 60223 60224 60225 60226 G0227 G0228 G0229 G0230 60231 60232 60233 60234 60235 G0236 G0237 G0238 Go2a0 Go2ai Go2a2 G0243 Go2a4 G024s G0251 Go2s2 G0253 G02s4 G0255 G0260 G0261 G0262 G0263 G0264 G0265 0272 For all new messages G0273 For all new priority messages Voicemail Pro Page 299 IP Office 15 601063 Issue 201 03 March 2009 neared G0204 60205 0206 0208 Go209 Go210 Go2tt G0212 60213 G0214 60215 Go216 Go217 G0218 60219 0220 60221 0222 60223 G0224 0225 0226 0227 0228 0229 0230 0231 0232 0233 0234 0235 0236 0237 0238 G0240 G0241 60242 0243 G0244 G0245 60251 G0252 60253 G0254 60255 G0260 G0261 0262 60263 G0264 60265 60273 WAV File Intui
160. Group Voicemail Indication Allows the user to receive message waiting indication of new group messages Enter H followed by the group name e g HMain For more information see Hunt Group Message Waiting Indication 158 e P lt Telephone Number gt Voicemail Ringback Number This entry sets the destination for callback outbound alert calls from voicemail Enter P followed by the telephone number including any necessary external dialing prefix eg P917325559876 This facility is only available when using Voicemail Pro through which a default Callback or a user specific Callback start point has been configured This feature is separate from voicemail ringback which alerts the user s own extension To add a source number 1 Open IP Office Manager 2 In the Navigation pane click i User and select the individual user 3 View the Source Numbers tab 4 Click Add Source Numbers Source Number Add 210 Edit OK ama m New Source Number Source Number HMain 5 Enter the number in the Source Number field at the bottom of the window 6 Click OK and save the configuration file Voicemail Pro Page 101 IP Office 15 601063 Issue 201 03 March 2009 3 1 5 Setting Up Voicemail Transfer Options for a User After a caller has been routed to a mailbox to leave a message the mailbox owner can offer the option of transferring to a different number for example e To speak to a receptionist callers can dia
161. March 2009 Administration Announcements 4 10 Support for Callers with Impaired Hearing TTY is a method of sending and receiving text messages within the speech path of telephone calls The text is entered and displayed through a TTY device such as a text phone connected in parallel with the user s normal telephone Due to its widespread usage and support it has become the standard used by devices for the users with impaired hearing or vision Voicemail Pro 1 4 and higher supports the addition of TTY prompts for leaving messages in and collecting messages from Intuity mode mailboxes Callers with a TTY device can see the TTY prompts and leave TTY format messages The mailbox user also with a TTY device can collect and display those messages by following the prompts that are displayed on the TTY device Analog Phone TTY Device VYoiceMail Pro Server with TTY Prompts ele HEET The TTY device and associated analog telephone linked either by a pass through port on the TTY device or a telephone splitter are connected to an analog extension port POT on the IP Office system During calls the TTY can be used to display and send TTY messages The analog telephone can be used to send dialing digits and provide a speech path during calls Voicemail Pro Page 183 IP Office 15 601063 Issue 201 03 March 2009 4 10 1 Installing Voicemail Pro TTY Prompts You can select TTY prompts from the list of language options when you in
162. NAM_03 PressHash sac_01 sac_02 seconds ssb_01 ssb_02 No o Voicemail Pro Page 305 IP Office 15 601063 Issue 201 03 March 2009 Non Intuity Prompt None Date ssb_08 For ssb_10 ssb_11 ssb_12 Press ssb_13 Quantity ssb_14 ssb_15 ssb_16 ssb_17 ssb_18 ssb_19 ssb_20 ssb_21 ssb_22 1 Level Tone ssb_23 Function failed to complete ssb_29 svm_02 svm_03 syin_04 svm_05 Please enter your mailbox number svm_06 Please enter your access code svm_07 There is no one available to take your call at the moment so please leave a message after the tone svm_08 For help at anytime press 8 svm_09 That was the last message svm_10 New message svm_i1 New messages svm_12 svm_13 svm_15 Remote access is not configured on this mailbox svm_17 Email is not enabled on this mailbox svm_18 I am afraid all the operators are busy at the moment but please hold and you will be transferred when somebody becomes available svm_19 svm_20 Start speaking after the tone and your message will be inserted before the message prior to forwarding To hear the recording press 1 to change the recording press 2 to save the recording press 3 Enter the extension to which you wish this message to be forwarded separating each extension using the sign Press at the end to complete the list Message has not yet been recorded Start speaking after the tone and press 2 when y
163. None No logging recorded Some A low level of logging recorded where only errors are logged Most A medium level of logging where errors and warnings are recorded All All errors warnings and information are logged 5 Click Check to validate the changes that you have made 6 Click OK You are prompted to restart the affected services so that your changes are enabled 7 Choose Yes The services that are affected by your changes are automatically stopped and restarted Voicemail Pro Page 400 IP Office 15 601063 Issue 201 03 March 2009 Appendix Installing IMS 9 1 7 3 IMS Host Server Name If IMS is installed the Path Settings tab is available You need to specify the computer name of the server PC that is hosting the IMS Voice Service Typically this is installed on the same server PC as the Voicemail Pro Server To specify the name of the host server PC for IMS 1 Open the Windows Control Panel 2 Select IP Office Voicemail Pro The IP Office Voicemail Pro window opens 3 Click the Path Settings tab System Settings Path Settings Email Settings SMTP Email Settings Enter the name of the computer on which the Integrated Messaging Voice Server has been installed SERVER Browse 4 Type the name of the computer on which the IMS Voice Service has been installed Alternatively click Browse and select the name of the computer 5 Click Check to validate the changes that you have made 6 Click OK You are prompted to
164. P MAIL Service 433 avaya 8ccy2i4d3 Service 433 AvayaFW bat 393 run 409 AvayaFW zip file 393 Avaya Scansoft TTS compare 65 B backupreg bat 41 398 412 Backupreg bat This 412 Barred 103 105 Basic Actions 202 224 226 Basic Tests 433 Batch File 393 417 Start Services 377 Between Offline Changing 133 BLF 144 incorporates 355 BLF Group Member 144 Boolean 322 332 Breakout 99 102 Broadcast 61 63 98 157 159 236 288 Browser 357 429 433 Busy result 147 Busy routes 257 Button Programming 150 Select 171 355 Button Programming tab 150 171 355 Button Programming window 171 By Remote Machine Name 430 Cc Cached Exchange Mode 412 Voicemail Pro IP Office Cached Mode 364 365 380 412 Calendar 216 217 220 Select 222 Calendar For 217 Calendar icon 220 Calendar window 220 Calender 222 call 26 41 61 62 64 65 66 99 101 102 103 105 107 111 113 121 122 123 126 127 140 143 144 145 147 149 153 155 156 157 158 159 160 162 164 165 166 168 169 170 174 175 180 181 182 183 184 185 188 190 191 193 194 195 196 197 201 203 207 210 211 213 215 216 220 221 222 224 225 226 229 230 231 233 236 239 240 242 243 245 246 247 251 252 253 257 258 259 260 261 263 265 270 271 272 273 275 276 277 281 282 284 285 288 301 310 311 312 315 336 337 338 342 344 346 347 348 350 355 357 368 372 378 379 380 398 412 429
165. P Office 15 601063 Issue 201 03 March 2009 Using the Voicemail Pro Client The Conditions Editor To change the logic setting of a condition 1 Click X Logic icon in the toolbar 2 Select the required logic x I OR x AND x NOT 3 In the Condition Editor window click the element to apply the logic to The logic indicator changes By default the logical X AND setting is applied to new condition elements For the week planner and calendar elements if more than one day is set this will never return true Therefore we recommend that the X OR logical setting is applied to all week planner and calendar elements To change the name of a condition 1 Select the condition click A Edit icon in the toolbar The Rename condition window opens 2 Amend the condition s name 3 Click OK To delete elements and conditions 1 Select the condition or element to be deleted 2 Click icon in the toolbar The selected condition or element is deleted Voicemail Pro Page 219 IP Office 15 601063 Issue 20 03 March 2009 5 9 2 Calendar ie The Calendar element is used to indicate which days of the year return true Double click a day to select or deselect the day Selected days are shown with a shaded background e g 17 Note that 22 indicates weekend days but not whether the day is selected The element returns true if the current day is a selected day e Apply Logical OR X if more than one day selected By
166. P address Although PCs in a DHCP network may retain the same IP address between reboots this is not guaranteed e Ifthe IP Office is acting as the DHCP server it defaults to using 192 168 42 2 to 192 168 42 201 for DHCP clients This leaves 192 168 42 202 to 192 168 42 254 for devices that require fixed IP addresses Disk Space Requirements A Voicemail Pro installation including VPNM and IMS requires the following free hard disk space e Up to 2GB of disk space for the software and language prompts e An additional 1MB of disk space per minute for messages and other recordings e For Avaya IP Office Small Office Edition you can expect to require at least 200 minutes of message recording space which is 200MB e For a busy environment you can expect to require at least 1000 minutes of message recording space that is 1GB Voicemail Pro Page 366 IP Office 15 601063 Issue 201 03 March 2009 Appendix Installing IMS 9 1 5 IMS Server Installation 9 1 5 1 Installation Checks Before proceeding with installation ensure that the following requirements are meet 1 Preparation 1 1 0 Read the Documentation in Full Ensure that you have read the documentation for IMS Installation in full and have note all the additional requirements for the IMS server domain interaction and IMS client setup 1 2 0 Read the IP Office Technical Bulletins Ensure that you have read the IP Office Technical Bulletins relating to the IP Office core software and t
167. P email account settings must be entered 5 Click OK 6 Click amp Save and Make Live Voicemail Pro Page 54 IP Office 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro Voicemail Email Installation 2 5 3 8 Changing SMTP Email Account Settings To change SMTP Email Account Settings 1 2 3 4 5 6 7 8 Open the Windows Control Panel Select B IP Office Voicemail Pro Select the SMTP Email Settings tab System Settings Path Settings Email Settings SMTP Email Settings SMTP Server Mail Server Port Number 25 Mail Drop C Inetpub mailroot Drop m mT Server requires authentication Account Name Password F Use Challenge Response Authentication CRAM MDS Enter the settings to match the customer s email server and the email account configured on that server for the Voicemail Pro service Click the Email Settings tab System Settings Path Settings Email Settings SMTP Email Settings m Account Details server Browse m Message Parameters The following settings are used to control whether the Voicemail message is sent as a wave file within the email message gt Transmit Wave File C Attach wave file to message Embed wave file in message Enter the email address for the account setup on the customer s email server for the Voicemail Pro service Click Check to test the connection to the s
168. Pro VM Accounts on the server 9 1 8 2 Problems Connecting to Synchronizing with IMS If you are having problems connecting to the IMS server or having problems synchronizing On the Client PC Make sure the mailbox name you entered is EXACTLY what is in the name section of the user form for their mailbox This is the entry as it appears in the Username field of the IP Office User Profile Screen This is case sensitive Verify that all the user names have been entered correctly and that you are not using illegal characters only alpha numeric characters and no punctuation If this information is entered incorrectly the IMS client will not connect to the IMS Server Voicemail removes spaces at the end of mailbox names If spaces are left at the end of a mailbox user s name in IP Office Manager when the mailboxes are created the space at the end of the name is dropped When this occurs the mailbox cannot be found as there is a mismatch between the user name and directory Verify that there are no spaces at the end of any of the user names in Manager Make sure when you installed the client you gave the NAME of the VMPro IMS server Verify that you can ping the server by it s name You may want to put an entry in the hosts and Imhosts with the PRE option in the Imhosts Remove the client reboot and reinstall it and verify that these are put in correctly then change the dcomcnfg settings outlined above in Misc Troubleshooting and always run the AvayaF
169. Pro is licenced vmprov5s 2816 2872 Integrated massaging is licenced vmprov5s 2816 2872 VPIM is NOT licence vmprov5s 2816 2872 voice recording library is_NoT licenced yvmprov5s 2816 2872 3rd Party Database is NOT licenced vmprov5s 2816 2872 VB Scripting is NOT licenced vmprov5s 2816 2872 outlook Calendar based greetings is NOT licenc vmprov5s 2816 2872 scansoft TTS Support is NOT licenced vmprov5s 2816 2872 Generic TTS Support is NOT licenced vmprov5s 2816 2872 BulkInfoRequest 192 168 42 1 3 yvmprov5s 2816 2872 PBX Requesting ALaw companding vmprovss 2816 2872 Initialize Sequencer tx_seq 0 rx_seq 0 vmprov5s 2816 2872 TFTPLoadFile 192 168 42 1 vmprov5s 2816 2872 0 mailboxes were open Cbut not active when flushed Dbgout 2816 2612 D1 MainChinstDLL 0x10000000 fdwReason DLL_THREAD_ATTA Dbgout 2816 2900 DI IMainChinstDLL 0x10000000 fdwReason DLL_THREAD_ATTA ymnr ass i 2RIG 2R72 NewTO StartTask 197 1468 4 1 gt Installation 1 Download the zip file 2 Unpack the files into a folder such as c debug on the server PC 3 Run DbgView exe 4 Events are shown in the DbgView window These can be logged to a file if required The level of detail shown can be filtered to show more or less activity Logging 1 Run DbgView exe 2 Select File Log Preferences Select Logging Information Log Mode Hours Interval Every n Hours C Ever n MBytes Log Filename fe debug debug log a4 Ca
170. Pro provides everything that is included in a typical installation plus e The opportunity to install software features in addition to those included in the typical installation for example Integrated Messaging or Networked Messaging For more information see e Installing Voicemail Email Overview 445 e Installing Centralized Voicemail Pro Overview 614 e Installing Text to Speech Features Overview 65 e Installing Integrated Messaging Overview 36 e Installing Networked Messaging Overview 420 e The opportunity to choose not to install all of the components that are in a typical installation For more information see Removing Software Features from a Voicemail Pro Installation 345 e The opportunity to select the languages to use for the wav and help files e The opportunity to select the TTY prompts and install them For more information see Installing Voicemail Pro TTY Prompts 184 e The opportunity to select any languages that are not required and therefore to exclude them from the installation or remove them if they have already been installed This can save disk space Note that the list of custom components will be adjusted to hide Voicemail Pro components not supported by the operating system e Windows 2008 Server IIS does not support legacy IIS applications such as Campaigns by default This is rectified by reinstalling IIS from the Windows installation disk and selecting Legacy IIS support If you install the
171. Pro software needs to be installed using an account with full administrator rights on the PC The service subsequently runs under that account We recommend that a specific account is created for this purpose and set so that its password does not expire Voicemail Pro Page 18 IP Office 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro General Installation Requirements 2 1 1 PC Specification The PC specification given below are the absolute minimum To avoid replacing the server when adding new applications we recommend that at least a Pentium 4 2 8GHz or higher is used wherever possible This application requires various licenses entered into the IP Office configuration to control the features it offers and the number of simultaneous connections up to 30 on the IP412 and IP500 control units The operation of Voicemail Pro can be customized to provide special services The Voicemail Pro software can be installed as separate Voicemail Pro client and server parts This allows the remote administration of the Voicemail Pro server from a PC with just the Voicemail Pro client installed A copy of the client is automatically installed locally with the Voicemail Pro server CD IP Office Voicemail Pro 4 2 CD s 700459357 ScanSoft TTS CD s 700293921 DVD IP Office 4 2 Applications DVD 700459340 Languages Chinese Mandarin and Cantonese Danish German Greek English UK English US Spanish Latin Spanish Finnish French French
172. Pro version below 3 2 with the new version of software For information see Upgrading a Voicemail Pro System 414 e Upgrading a Voicemail Pro version 3 2 or higher with the new version of the software For more information see Upgrade from 3 2 or higher 42 2 4 1 Upgrade from below version 3 2 It is important that the settings of an existing Voicemail Pro are exported before any upgrade Although folders that contain prompts and messages are not affected by the upgrade process the editable version of a customer call flow is lost To upgrade from below version 3 2 to version 4 x 1 Export the Database Before removing Voicemail Pro as part of an upgrade you must create a backup copy of the call flow database This will contain any customizations made to the default call flow 1 Start the Voicemail Pro Client 2 From the File menu select the option Import or Export 3 Select the option Export call flows and click Next 4 Enter a file path and file name ending in mdb for example C temp backup mdb Click Next 5 Click Finish to start the export then click Close to complete the export procedure 6 Close the Voicemail Pro Client 2 Back up the Registry Any registry settings that are associated with Voicemail Pro need to be backed up 1 Insert the Voicemail Pro CD for the new Voicemail Pro and cancel the install wizard that auto runs 2 Right click the CD drive and select Open 3 Locate the file backupreg bat and double cli
173. Problem aise BookShop_Welcome Ta BookShop_CurrentBookSpeakDetails aig BookShop_Search_Author Retum Free Space 4 943 GB Total Space 9 766 GB Ui Voicemail Pro Page 338 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Examples IVR Connecting Voicemail Pro to a Database Database Open Action The Database Open Action is used to link to the bookshop database y5 Make sure DB Still active Success Failure The specific tab of the action contains the location of the database Click the browse button to view the Data Link Properties dialog The details entered into these screens will depend upon the type of database used This example uses a Microsoft Access Database The example shown below shows the connection to the database If the database is available the callers move through the call flow to a menu action that will capture the ISBN number entered amp Data Link Properties E x Provider Connection Advanced Al Specify the following to connect to Access data 1 Select or enter a database name VMAWAYS Custom 3rdPartyDB BookShop D ata mdb 2 Enter information to log on to the database User name J amp dmin Password MV Blank password D Allow saving password Test Connection Cancel Help Voicemail Pro Page 339 IP Office 15 601063 Issue 201 03 March 2009 Database Execute Action The Database Execute Action con
174. ProgramFiles 393 Prompts 14 187 Properties window 217 224 281 Provide 91 122 200 404 Provide Local Mapped Addresses 430 Provide tracing indicate 91 404 Provide tracing about 91 404 Provider Tab 281 Provides voicemail 61 193 200 364 Public Folders 363 Q QPOS 311 315 324 329 QPOS voicemail 315 QTIM 311 312 319 329 QTIM voicemail 312 Queue Actions 202 226 Queue Actions icon 284 285 Queue ETA 166 226 add 284 285 Queue ETA Action 226 284 285 queue greeting 301 Page 449 15 601063 Issue 201 03 March 2009 queue greeting press 301 Queue Length 165 Queue Position 156 166 226 284 285 301 Queue Position Action 166 226 285 Queued Used 205 207 Queued amp Still Queued 205 Queued Callers Estimated Time Answer 166 Queued Callers Queue Position 166 Queued Start Point 164 182 Queued start point giving 182 Queued start point replaces 164 Quit 301 433 Campaign 354 R RAM 365 380 Rate Change 67 Read Email 70 read matching records 336 REC 169 rec_01 301 receive Test Packets 433 Reception 99 102 147 182 213 252 288 301 Reception Breakout 99 102 ReceptionClosed 213 ReceptionOpen 213 RECNAM_01 301 RECNAM_02 301 RECNAM_03 301 recognised 371 recognize 128 184 207 PC 98 Recor 171 Record Call 168 171 record greeting 105 Record Inbound 176 Record key 353 Record Name 154 207 226 329 348 add 251 Record Name Action 207 226 251 348 Record Name Module Adding 348 Record Outbound 1
175. S Account 36 gt Voicemail Pro Page 367 IP Office 15 601063 Issue 201 03 March 2009 9 1 5 2 Creating the IMS Account A domain user and mailbox account must already exist for the account named IMS For information about creating this account see Creating and Configuring the IMS Account The Voicemail Pro software needs to be installed using an account with full administrator rights on the PC The service subsequently runs under that account We required that a specific account IMS is created for this purpose and set so that its password does not expire The IMS account must be a member of the administrator s group on the IMS server PC Note it is not necessary to be a domain administrator but must be a member of the administrators group on the PC to be able to start the IMS and Voicemail Pro services To create and configure a domain user and mailbox account called IMS Do not proceed with this process until you have completed the steps in Installation Checks 367 2 Working with the network administrator create an account called IMS on the domain and an associated mailbox on the exchange server Provide a secure password and ensure User Cannot Change Password and Password Never Expires are checked 3 Make sure that the server PC that will be running IMS and Voicemail Pro is a member of the same domain as the Exchange server Log on using an account with administrative permissions on the domain Right click My Computer Sel
176. S D z lt 2 28 FES Voicemail Pro Page 290 IP Office 15 601063 Issue 201 03 March 2009 Prompts US English Intuity Prompts WAV File Intuity Prompt December You are in the numbers directory To find a subscribers name enter the extension followed by the sign To lookup by name instead press 2 You are responding to a piece of incoming mail You are administering your lists To create a mailing list press 1 to play a summary of all your lists press 2 to review a particular list press 3 You are creating a mailing list To delete the previous entry press 3 To add a mailing list you have already created or a public list owned by others press 5 To review or modify the list you are creating press 1 To approve the list ou are creating and move on to the next step press p uo Ww N N You have not yet entered enough characters to identify a specific subscriber To enter the letter Q press 7 for Z press 9 Or enter just the sign if it is your phone System greeting used To add entries to the list or to change status of the list press 1 Ww WW WIWIW WwW Ww w WwW WwW alulle lul lulu luju Ww FOO NIO WM BR WIN O When finished addressing press When finished press To replay the last few seconds press 5 to advance a few seconds press 6 You are adding a list You are specifying a mailing list to review Sunday Monday Tuesday Ww
177. Server does this user belong to What is this user s full name Please enter the user s local extension I Please enter the user s remote extension What is this user s full telephone number Te oo OK Cancel 2 Enter details for the user All of these details MUST be completed before the user can be added e Select the VPIM server from the listing e Enter the user s full name The user s full name is used by the local Voicemail Pro s dial by name feature e Enter the user s extension The local extension number is used as the local mailbox number and so should not conflict with any existing local number e Enter the user s remote extension The remote extension number should be the user s real extension number Typically this and the local extension number are kept the same using a unique extension number dial plan for the linked systems e Enter the user s full telephone number The full telephone number should be a dialable number that is routed to the user s extension or mailbox 3 Click OK to save the details and return to the VPNM configuration window Voicemail Pro Page 426 IP Office 15 601063 Issue 201 03 March 2009 Appendix Installing Networked Messaging VPNM To add a group of users 1 Optional Check the option Enable WildCard When this option is selected you can use the question mark symbol to represent any number 2 Inthe Users for VPNM Server s section click Add Range
178. Shortcode 1 In IP Office Manager a new system short code was added In this example we chose 74 and then entered the details as shown in the table aS code 74 Feature Voicemail Collect Telephone Number Record Name Line Group Id 0 Locale Leave blank a Force Account Code Leave b blank 2 After merging this back into the IP Office users can dial 74 at their extension to record their mailbox name Voicemail Pro Page 348 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Examples Dial by Name 8 3 3 Using the Name Table It is possible to create a service that will allow access to re record the name of any mailbox The NameWavsTable does this by requesting an extension number and then allowing you to play re record and submit a name recording for that extension It then allows another extension number to be entered and so on Naturally if this option is used it should be behind suitable PIN code and other security protection as it allows the recording of names for any mailbox To use the Name table 1 In Voicemail Pro create a new module 2 Add a Goto action and open its properties 3 In the General tab enter a unique number in the Pin 4 In the Specific tab in Please select a node to go to enter NameWavsTable 5 Click OK 6 Using a short code or other method create a route to the new module 8 3 4 Changing Full Names Users with DS port display phones can set and change the way in w
179. The Adding a range of users window opens Adding a range of users E x Which YPNM Server do these users belong to Input extension range Start Number of Users Pf Enter local prefix Enter remote prefix Cancel 3 Enter details for the users All of these details MUST be completed before the users can be added e Select the VPNM server to which you want to add the users e Enter the start number of the extension range e Enter the local prefix e Enter remote prefix 4 Click OK to save the details and return to the VPNM configuration window To change details of a VPNM user 1 In the Users for VPNM Server s section select the name of the user whose details need to be changed 2 Click Modify You can change the user s full name the local extension number and the full telephone number Voicemail Pro Page 427 IP Office 15 601063 Issue 201 03 March 2009 9 3 4 Testing a VPNM Setup It is advisable to test the VPNM setup To test the VPNM setup Dial into voicemail from one of the systems and record a message 2 When selecting the target extension enter an extension from the other system as specified in the VPNM Preferences screen 3 The message should be delivered to the other systems Voicemail Pro server into C Inetpub mailroot Drop 4 The VPNMreceiver Service checks the Drop directory approximately every 30 seconds When it finds a message in the Drop directory it
180. The connection ID as passed in to the script e Return Value The value of the SAV session variable associated with the specified voicemail session 8 1 2 23 GetVariable Method The GetVariable method is used to obtain the VAR session variable Voice GetVariable dlgid As Long 0 As String e Parameters e digid The connection ID as passed in to the script e Return Value The value of the VAR session variable associated with the specified voicemail session Voicemail Pro Page 325 IP Office 15 601063 Issue 201 03 March 2009 8 1 2 24 MessageCLI Method The MessageCLI method is used to obtain the CLI of the caller that left the message within a mailbox Voice MessageCLI mailbox As String message As String As String e Parameters e mailbox The mailbox that the message belongs to e message The message to query e Return Value The CLI of the caller that left the message 8 1 2 25 MessageDisplay Method The MessageDisplay method is used to obtain the display field associated with the message within a mailbox Voice MessageDisplay mailbox As String message As String As String e Parameters e mailbox The mailbox that the message belongs to e message The message to query e Return Value The display string associated with the message 8 1 2 26 MessageLength Method The MessageLength method is used to obtain the length of a message within a mailbox Voice MessageLength mailbox As Stri
181. The voicemail service they receive is set by the telephone number field which should be enclosed in quote marks For more information see Voicemail Telephone Numbers 148 e The examples use 80 but any available short code could be used Example 1 Access to the Mailbox Main The following short code will access the mailbox for Main The indicates that it is to collect messages A is used to indicate leave a message in the mailbox Code 80 Feature Voicemail Collect Telephone Number 2 Main Line Group Id 0 Locale Leave blank Force Account Code Leave blank Example 2 Access a Voicemail Pro Module If a Voicemail Pro module has been created and called TimeCheck the following short code could be used to access it Code 80 Feature Voicemail Collect Telephone Number TimeCheck Line Group Id 0 Locale Leave blank Force Account Code Leave blank The Voicemail Node short code feature can also be used to access short code start points It uses the short code start point name as the telephone number without surrounding brackets Voicemail Pro Page 143 IP Office 15 601063 Issue 201 03 March 2009 4 4 4 Using VM to Access Voicemail Another method for accessing voicemail is the VM option where VM is followed by the name of the mailbox or Voicemail Pro start point required This can be used in the telephone number field of IP Office applications such as SoftConsole Phone Manager and Manager e Example 1 SoftC
182. These are set through the System Preferences Housekeeping 114 tab Administration Preferences General 11h Time in Queue and Time on System Variables 21 _ Two new variables can be used in Queued and Still Queued call flows They are TimeQueued for the time in the queue and TimeSystem for the time the call has been on the IP Office system Castelle Fax Server Support 128 _ The Voicemail Pro can be configured to recognize faxes of this type left in user s email mailboxes and include announcement of there presence in the user s mailbox prompts Hunt Group Account Code Call Recording Destination 176 Previously the destinations for automatic call recording triggered by hunt groups or account codes could not be changed except through a custom Voicemail Pro call flow The IP Office 4 1 configuration now allows the required destination for the call recording to be specified DDI System variable for DDI Numbers 21 _ This variable is available on DDI calls passed from the IP Office to the Voicemail Pro Variable Routing replaces the CLI Routing Action 255 The existing CLI Routing action has been replaced by the Variable Routing 255 action This action allows the call routing to be based on matching specified values to system variables such as CLI and DDI The numbers to which matching is performed can include wildcards such as for a single digits and for any digits Voicemail Pro 4 0 In conjunct
183. Voicemail Email 65 70 98 99 157 301 369 MAPI 110 Voicemail Email Mode Select 99 157 Voicemail Email Reading 70 99 voicemail functions call 205 Voicemail Help 98 99 157 Voicemail IP Address 98 Voicemail Lite 62 99 101 105 145 154 157 200 301 close 43 Voicemail 43 Voicemail Pro 41 43 Voicemail Lite Folders Move 43 Voicemail Lite Installation Manual 105 157 Voicemail Lite Manual 99 Voicemail Lite Pro 98 Voicemail Mailbox 70 107 121 123 357 372 379 392 Voicemail Message 99 157 193 362 394 397 415 Voicemail Node 143 145 205 208 Voicemail On 98 unchecking 99 un checking 157 Voicemail Outcalling 193 Voicemail Password match 107 voicemail PC 409 voicemail PIN prompted 145 VoiceMail Pro Features 13 System Overview 9 Voicemail Pro 1 2 6 253 278 Voicemail Pro 1 4 183 VoiceMail Pro 4 0 42 398 Voicemail Pro Actions 272 310 Voicemail Pro Administrators 135 136 137 201 205 Voicemail Pro attempting 414 Voicemail Pro below version 3 2 41 Voicemail Pro IP Office Index Voicemail Pro Call Flow 200 Initialize 378 Start 36 86 Voicemail Pro Campaign Web Component install 372 Voicemail Pro CD contains 41 398 Insert 41 398 Voicemail Pro Client 126 135 137 138 155 169 200 201 372 378 change 106 Close 41 134 203 398 run 132 133 Start 41 43 132 170 398 use 107 Voicemail Pro Client Server 135 Voicemail Pro Client window 132 parts 201 Voicemail Pro Database Operation 336 Voic
184. Voicemail Pro Server As an administrator user you can change the timeout to a period of between 1 and 60 minutes To change the inactivity timeout 1 From the Administration menu select Preferences gt General The General tab is displayed General Client Server Connection Timeout min eo 2 Default Telephony Interface Intuity Voicemail Password poems est ooo Max Message Length secs Max Call YRL Record Length Secs 120 ol 3600 4 V Play Advice on Call Recording System Fax Number feature is disabled when empty m M Use as Prefix V Enable Fax Sub Addressing 2 From the Client Server Connection Timeout list select the number of minutes after which an inactive user of the Voicemail Pro Client will receive a warning message and then be automatically logged out 3 Click OK Voicemail Pro Page 138 IP Office 15 601063 Issue 201 03 March 2009 Administration General Administration 4 3 2 Changing Mailbox Operation Mode The features available in Voicemail Pro mailboxes depend on whether the mailbox is working in IP Office mode or Intuity mode As an administrator you can switch between modes The title bar of the main Voicemail Pro window shows the current mode telephony interface in parentheses To change the mailbox operation mode 1 From the Administration menu click Preferences gt General Alternatively press F9 The System Preferences window opens 2 Select the General t
185. Voicemail Pro requires the IP Office systems to be linked by an IP Office Small Community Network SCN To avoid the likelihood of two Voicemail Pro servers answering for the same user only one centralized Voicemail Pro server can be installed on a single Small Community Network SCN For more information about restrictions that need to be considered before installing Centralized Voicemail see Restrictions 64 Remote IP Office Remote IP Office Voicemail Pro Server Licence Key ele PEET Notes e For information about small community networking and setting up VoIP lines see the IP Office Manager User Guide e By default each IP Office is set to use a broadcast IP address to locate a voicemail server It can therefore appear that centralized voicemail is operating before the remote system is set to the Voicemail Type of Line e Leaving the systems in this arrangement rather than setting the remote system s Voicemail Type to Line can cause problems and is not supported Voicemail Pro Page 61 IP Office 15 601063 Issue 201 03 March 2009 2 6 1 Planning Requirements The following factors must be remembered during planning of the Centralized Voicemail Pro system e The voicemail Server PC is attached to the central system e A Feature key and Voicemail Pro license key are required for the central system hosting the Voicemail Pro e Small Community Networking SCN is required between the central system and remote systems This docu
186. W bat even if the Windows Firewall is turned off On the Voicemail Pro IMS Server machine Verify that you are using the proper domain account IMS to start the IMS services and VMPro service He z m Services Action view gt em amp ARIA gt m i m ea O x Tree Log On s Services Local Voicemail Pro Servic Automatic IMS PETESDOM COM Bs IMS Voice Automatic IMS PETESDOM COM Sa IMS Restart Automatic IMS PETESDOM COM Ry IMS Gateway Automatic IMS PETESDOM COM By NET Runtime Optim Microsoft Manual LocalSystem of gt Voicemail Pro Page 409 IP Office 15 601063 Issue 201 03 March 2009 On the Server In dcomcnfg verify that the Identity of the account that you are using to run the IMS Gateway IMS Voice and IMS Restart Services are the same Domain account you are using to start the Voicemail Pro and IMS services Integrated Messaging Gateway Service Prope ti General Location Security Endpoints Identity Which user account do you want to use to run this application E be merae USE The launching user This user User DomairNMS Browse Password rrririiiiiii iit Confirm password Coccccccccooccs The system account services only Cancel Apply Make sure the account has at least local admin rights on the PC or local and domain admin rights Check the event viewer and stop and start the VMPro and IMS services and see if y
187. WARE Avaya Integrated Messaging Gateway e IMS Administration SOFTWARE Avaya Integrated Messaging Admin e IMS Client SOFTWARE Avaya Integrated Messaging Client e g HKCU SOFTWARE Avaya Integrated Messaging Client VM Server Specific e CtiNotifyTracing Provide tracing to indicate that a Cti event has occurred e VmsNotifyTracing Provide tracing to indicate that a VMS API event has occurred Voicemail Pro IP Office Page 407 15 601063 Issue 201 03 March 2009 9 1 7 7 IMS Installation Alternatives The IMS Server actually consists of two components in addition to the Voicemail Pro service these are e IMS Gateway Service e IMS Voice Service Typically both these services are installed on the same server as the Voicemail Pro Service and that is the installation process described in this documentation However the IMS Gateway Service can be installed on the Exchange Server PC if required Installation of the IMS Gateway Service onto the Exchange Server PC requires more installation steps If the IMS Gateway Service is installed on the Exchange Server PC IMS needs to access the Exchange server Exchange must be started before IMS More specifically the MSExchangeIS and MSExchangeMTA services must be started before the IMS Gateway service If the IMS and Exchange services are configured to start automatically on system boot there may be a problem When the system starts Windows will launch both
188. Web campaign component you need to configure Window 2003 to work with Web Campaigns For more information see Configuring Windows 2003 to Work with Web Campaigns 35 gt 2 2 4 Removing Software Features from a Voicemail Pro Installation When you choose to install a custom version of Voicemail Pro you can select additional features to install for example IMS You can also select any features that you do not want to install or actually want to remove For example if a feature has already been installed you can select it for removal To remove a software feature from a Voicemail Pro Installation 1 Complete the steps for installing custom Voicemail Pro Server and Client For more information see Installing Custom Voicemail Pro Server and Client 34 2 When the Select Features window opens uncheck any features that you do not want to install or that you want to remove e Important If you uncheck a feature that is already installed it will be removed uninstalled 3 Continue the installation process as you would for installing custom Voicemail Pro Server and Client For more information see Installing Custom Voicemail Pro Server and Client 344 Voicemail Pro Page 34 IP Office 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro Basic Voicemail Installation 2 2 5 Configuring Windows 2003 to Work with Web Campaigns The following configuration changes are required for IIS version 6 running on a Windows 2003 serve
189. Y_LOCAL_MACHINE registry values The IMS client keys are set through HKEY_CURRENT_USER All the keys are all REG_DWORD values and are disabled if not set or set to 0 MMS HKEY_LOCAL_MACHINE SOFTWARE AVAYA Integrated Messaging EnableTracing This key must be enabled to allow tracing using the other keys below HKEY_LOCAL_MACHINE SOFTWARE AVAYA Integrated Messaging Voicemail EnableTracing This key must be enabled to allow tracing using the other keys below ConstructorTracing This provides some tracing for when certain COM objects are constructed As a whole it is not required for diagnostics DestructorTracing This provides some tracing for when certain COM objects are destructed As a whole it is not required for diagnostics EnableConnectionTracing Provides diagnostic for when a connection occurs server to server or client to server EnableRefTracing This indicates when the reference count for certain COM objects is changed through AddRef Release Voicemail Pro Page 405 IP Office 15 601063 Issue 201 03 March 2009 Gateway HKEY_LOCAL_MACHINE SOFTWARE AVAYA Integrated Messaging Gateway Debugging ChannelEvtSinkTracing ConstructorTracing DestructorTracing EnableConnectionTracing EnableFunctionTracing EnableObjectTracing EnableProxyTracing EnableRefTracing EnableTagTracing FireEventTracing MailboxEvtSinkTracing MessageEvtSinkTracing Voicemail Pro Page 406 15 601063 Issue 201 03 March
190. ab General Client Server Connection Timeout min po sd Default Telephony Interface Intuity Max Message Length secs Max Call VRL Record Length Secs 120 FA 3600 Pal 24 Fa JV Play Advice on Call Recording System Fax Number feature is disabled when empty Use as Prefix V Enable Fax Sub Addressing 3 Click the Default Telephony Interface arrow and select Intuity or IP Office The change takes effect immediately there is no need to restart Voicemail Pro Page 139 IP Office 15 601063 Issue 201 03 March 2009 4 3 3 Confirm Call Flow Download Window When you connect to a server across a LAN or WAN to view or modify the call flow on the server a check is made to see if the call flow that is stored locally on the Client machine is the same The call flow on the server might be different to the call flow on the Client because e The local call flow is older than the version on the server for example if the call flow on the server has been modified by another Client connection e The local call flow is newer than the version on the server for example if the call flow on the server has been worked on while the local Client was being used in offline mode e The local call flow is from a different server for example if you are connecting to a different server to the one from which the call flow was previously downloaded If the call flow is the same no data will need to be copied back fro
191. able As String dlgid As Long 0 e Parameters e variable The new value for the VAR variable e digid The connection ID as passed in to the script e Return Value This method does not return a value Voicemail Pro IP Office Page 334 15 601063 Issue 201 03 March 2009 Voicemail Pro Examples Using VB Script 8 1 2 40 Speak Method The Speak method is used to speak out the specified speech provided TTS has been licensed Voice Speak text As String wait As Boolean True interruptables As String Any dlgid As Long 0 As String e Parameters e text This contains the text to be spoken e wait This is an optional parameter specifying whether voicemail should return immediately or wait until the wave file has been played first e interruptables This is for future development and should be left as default e digid The connection ID as passed in to the script e Return Value The key press that was used to terminate the playback Voicemail Pro Page 335 IP Office 15 601063 Issue 201 03 March 2009 8 2 IVR Connecting Voicemail Pro to a Database Voicemail Pro call flows can interact read and write data with almost any Windows database that supports ODBC Open Database Connectivity and SQL Structured Query Language format e Requirements for Voicemail Pro Database Operation To use the Database actions within Voicemail Pro a VM Pro Database Interface must be added to the IP Office c
192. ableRefTracing EnableTagTracing MAPIEventTracing MessageProcessingTracing UMSEventTracing TimeAndTrace This key must be enabled to allow tracing using the other keys below This provides some tracing for when certain COM objects are constructed As a whole it is not required for diagnostics This provides some tracing for when certain COM objects are destructed As a whole it is not required for diagnostics Generally used by the client software to trace out information about the functions that are being executed Allows certain created COM objects to be traced When a client connects to a server it connects through a proxy This settings allows information from the proxy to be traced This indicates when the reference count for certain COM objects is changed through AddRef Release When certain internal objects are created such as a channel object for speech playback this information is tracked Using this setting every minute a trace occurs of the object list Allow tracing of MAPI events received from MAPI Used for tracing what server commands the extension is using Allow tracing of events received from the IMS server Used for tracing how long certain MAPI events took to process All the keys are based on the component as follows e IMS Voice Server SOFTWARE Avaya Integrated Messaging Voicemail e g HKLM SOFTWARE Avaya Integrated Messaging Voicemail e IMS Gateway Server SOFT
193. action type is followed by another action if necessary a Disconnect action whose entry prompt confirms to the caller that the value has been set In some situations such as where the Set User Variable action is accessed by the user dialing a short code if the user hangs up too quickly the variable may not actually be set Having a following action with a confirmation message encourages users not to hang up too quickly For an example of the action in a call flow see User Defined Variables 2th Voicemail Pro IP Office Page 276 15 601063 Issue 201 03 March 2009 Voicemail Pro Actions Condition Actions 6 9 3 Test User Variable F The Test User Variable action has true and false connections that are followed according to whether a user variable matches a particular value The Set User Variable action can be used in other calls to set the value of the variable To add an Test User Variable action Cad F 1 Click the amp Conditions Actions icon and select Test User Variable 2 In the Specific tab complete the fields with relevant details General Entry Prompts Specific Reporting Results m Which user defined variable does this action test This action will return TRUE if the following variable E matches the value below eC o This action will return TRUE if the following variable The name of the user variable to be checked Matches the value below The value of the var
194. active during a telephone call and when call recording is available e Press on the toolbar to start recording Press E on the toolbar to stop the recording e Select Actions gt Start Recording The call will be recorded Press Actions gt Stop Recording to finish recording the call SoftConsole The SoftConsole operator can manually record all or part of a current telephone call e Press the button on the toolbar The button acts as a toggle Press the button again to stop recording e Select Actions gt Record Call This action toggles and so is also used to stop recording e Press F5 to start recording Press F5 again to stop the recording 4400 Series Telephones in the 4400 Series with a Menu key can manually trigger call recording by e Press Menu EE Menu Fre Func Recor Using DSS Keys The call record function can be programmed against a DSS key When a DSS key has been programmed it can be pressed during a call to record the conversation To set a DSS key for manual recording 1 Open IP Office Manager and load the configuration from IP Office 2 In the Navigation pane click i User and select the individual user 3 Select the Button Programming tab 4 Select the required DSS key and click Edit Click E browse for the Action The Button Programming window opens 5 6 Select Advanced gt Call gt Call Record Click OK 7 In the Action Data field enter a description that will appear on the telephone di
195. aes 265 6 8 Miscellaneous ACtiONS cceeessesstssseeeeeeeeeeeeees 267 6 8 1 6 Mall ve cc hese E ae 268 6 8 2 Open Doors nsaiomire ee celine 269 6 8 3 Alarm Set cccccccccccessssececeesssseeeeesesssaeeeeeeees 270 6 84 ClOCK izes ced hen Seclecdents ek Bena ies 270 685 Post Dialer oe5 iste ies tee eee 271 6 8 6 VB Scripty 2 00 ccct ead tti aeie etes 272 6 8 7 Remote Call FIOW cc ccccccssssseceeseessseeeeeeeees 273 6 9 Condition ACtionS cccccccccccessececeeessseceeeesssseeeeeees 274 6 9 1 Test Condition ccccccccccccssssseeeesessssseeeeeeees 275 6 9 2 Set User Variable cccccccccssseceseessseeeeeeees 276 6 9 3 Test User Variable ccccecceeeeeeeeeeeeetees 277 6 9 4 Test Varlablescssier5 eccctci cate on ersten ac 278 6 10 Database ACTIONS ccccceeeeeeessssssssstseseeeeeeeeeeeeees 280 6 10 1 Database Open eceeeceeseeeeeteteeteeeenretaes 281 6 10 2 Database Execute cccccecceeeeeeeeetteeeeetees 281 6 10 3 Database Get Data c ccecsceesseeeeetteeeeees 282 6 10 4 Database ClOSG ccccescceseseeeeesteeeesneeeeeees 282 6 11 Queue ActionS 2 3 sccc lt i282 esseieeesiwrctiidiivedeee diets 283 Page 4 15 601063 Issue 201 03 March 2009 6 111 Quicue ETA wets cc terite ceed with bh eden 6 11 2 Queue POSItiON ce ceccccceceeesesseeeeeseeerereas 7 Prompts 7 1 US English Intuity Prompts ceeeeeeeeeeeeeteeeeee
196. age 84 IP Office 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro UMS Web Services 2 8 4 Using IMAP Most email clients that support IMAP display IMAP messages in a separate folder The contents of that folder are synchronized when the folder is viewed Note that the types of icons used and whether different icons are supported for different message statuses depends on the email client used H Inbox Outlook Express File Edit Yiew Tools Message Help Ol ae ve x a WR BHS Folders 4 Outlook Express S Local Folders Ta Inbox Q Outbox Gi Sent Items Deleted Items Drafts A Voicemail T Inbox Subject Received faberrrabeatce tatters bs tacit laberrabearce traibercrr beta XER Internatveice maitfrom Etnzat Extn201 Internal voice mail from Extn201 24 01 2008 13 39 Extn201 Internal voice mail from Extn201 24 01 2008 14 27 Extn201 Internal voice mail from Extn201 12 02 2008 13 17 Extn201 Internal voice mail from Extn201 12 02 2008 13 20 PO 3 ken Ce E Can E Cn E C E Caa C 8 message s 5 unread m Working Online Ea No new messages The following should be noted about the IMAP folder view e New messages are presented as a closed envelope e Read messages are presented as an open envelope e Priority messages are indicated as such e Private messages are not indicated as such e Saved messages are not indicated as such e Deleted messages are indicated as del
197. ail Installation 2 5 4 4 The Voicemail Pro Email Action The Sy eMail action in Voicemail Pro can be used to send messages via email in response to caller actions in the voicemail call flow The action can also attach a wav file 4 Yoicemail Pro Client Intuity Corea ioj x File Edit Actions Administration Help E Specific Start Points Users A Groups rt Short Codes H Default Start Points Properties for eMail age Collect General Entry Prompts Specific Reporting Results alge Send e mai Callback Send e mail to age Queued fiay charles mydomaincom Still Queued Subject Voicemail Pro Message Content This message was forwarded by a Voicemail Pro email ac Attach file to e mail NB Path is assumed to be on the Yoicemail Server In the example above the eMail action follows a Voice Question action The in the eMail action s Attach file to email field instructs it to use the file recorded by the preceding Voice Question action The same method can be used with a Leave Mail action Note however that the Leave Mail action must be set to a valid target mailbox which will then have a copy of the message Alternatively the eMail action can attach a prerecorded wav file by specifying the file name That named file can be created by an Edit Play List action Voicemail Pro Page 59 IP Office 15 601063 Issue 201 03 March 2009 2 5 4 5 SMTP Errors SMTP error logging can be enabled to generat
198. ail Pro server this will fail if the Voicemail Pro computer name includes non alphanumeric characters The Computer name of the Voicemail Pro server should not include non alphanumeric characters for this reason Examples are Voicemail_Pro or machine 001 The preferred computer name would be VoicemailPro or machineOO1 In addition DNS must be setup locally in the network and the clients should have their primary DNS requests pointed to that server Voicemail Pro Page 416 IP Office 15 601063 Issue 201 03 March 2009 Appendix Installing IMS 9 1 8 13 Starting IP Office Services Using a Batch File In some instances certain computers might not respond quickly enough in order to start all of the Avaya services in the correct order In this circumstance it can be advisable to create a batch file which will delay the start of these services until the PC is fully running Avaya IP Office Services can be started successfully at system start up using a scheduled task that initiates the batch file below This batch file ensures that the services will start successfully and in the proper order To set up the batch file 1 Set all Avaya services listed below to Manual start Do not include Key Server 2 Create the batch file below and save it to SYSTEMROOT echo off rem Wait 60 seconds before execute timeout t 60 net start CCC Delta Server net start CCC Reporting net start VMProDBService net start Voicemai
199. ail Pro service will run for two hours to allow demonstration and testing Licence keys are issued against and validated against the unique serial number of the feature key dongle used by the the IP Office For USB and parallel port feature key dongles the dongle must be installed on a PC running the IP Office Feature Key Server application Voicemail Pro Server The Voicemail Pro Service is installed on the Voicemail Pro server PC This becomes the PC where messages and other data are stored for the mailboxes and services provided by Voicemail Pro Voicemail Pro Client The Voicemail Pro Client is used to manage and configure the Voicemail Pro service It can be installed on the Voicemail Pro server PC or on a separate PC Only one client can connect to the server at any time Telephone Extension For internal extensions the voicemail server can be configure to send message waiting indication By default this is automatically done when the extension users own mailbox contains new messages User s PC The following applications can be used on a user s PC to access their messages e Phone Manager IP Office Phone Manager can be used to display the number of new messages in a mailbox and to access that mailbox The Pro version of Phone Manager can also control the playback of the individual messages once a mailbox has been accessed e Web Browser If the Voicemail Pro server PC is also running Microsoft s IIS web server users can access voicemail fe
200. akout DTMF 3 Po 5 In Voicemail Email enter the user s email address The same address is used for both Voicemail Email and Email Reading services Select Voicemail Email Reading For systems upgraded from 2 0 where a sign was used in front of the users email address to indicate Email TTS usage the sign is automatically removed and the Voicemail Email Reading box is selected 8 Click OK and merge the new configuration back to the IP Office system 9 Send the user a test email Then log into the user s voicemail mailbox and check whether following the voice messages a new message with text is announced Voicemail Pro Page 70 IP Office 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro Text to Speech TTS Install 2 8 UMS Web Services Voicemail Pro 4 2 adds support for two UMS Unified Messaging Service options e IMAP Client Support Users can then access their voicemail messages using email clients such as Outlook and Lotus notes that support an IMAP Client The Voicemail Pro server PC acts as the IMAP server e Web Voicemail Access This option allows users to access the contents of their mailbox using a web browser They can then playback messages to their phone or through their PC Web voicemail requires the voicemail service to also run IIS and PHP Use of either of these services requires UMS Web Service licenses in the IP Office configuration The license sets the number of users who can be configu
201. al If you leave it blank no password is required for voicemail access If you set a password here it must match the Voicemail Password configured on the IP Office For more information see Identifying the Voicemail Server PCI 9 Beware that problems can arise if the voicemail passwords in IP Office Manager and Voicemail Pro become unsynchronized for any reason 6 In the Max Message Length secs box type the maximum length in seconds of any messages recordings taken by Voicemail Pro The default message length is 120 seconds The maximum message length is 3600 seconds 60 minutes 1 minute equals approximately 1MB of disk space 7 In the Max Call VRL Record Length secs type the maximum recording time for calls that are being recorded for VRLI176 Calls recorded to a third party call archiving system The default length is 3600 seconds 60 minutes This is also the maximum 8 If voice calls are to be recorded check the Play Advice on Call Recording box so that callers hear a message to advise them that their call is being recorded This is a legal requirement in some countries 9 In the System Fax Number box type the number of the general fax machine to which all incoming faxes are to be directed If a fax board is being used this number must match the number of the extension that is connected to the fax board of the fax server PC For more information see Setting the Voicemail Pro System Fax Number 123 Intuity mailbox owners h
202. alid Licence 3 Instances 255 ye Tunnel 0 a Logical LAN 0 Expiry Date Never 14 1 This screen shot only shows the licenses for Voicemail Pro and IMS Additional licenses may be present for other Voicemail Pro and IP Office features Do not remove or alter any licenses 15 If otherwise do not proceed any further until the issue with license validation is resolved 16 Only when you have completed the above process should you proceed to Installing the IMS and Voicemail Pro Software 37 Voicemail Pro Page 371 IP Office 15 601063 Issue 201 03 March 2009 9 1 5 5 Installing the IMS and Voicemail Pro Software Do not start to install the IMS software before you have completed the necessary pre installation checks To install the IMS and Voicemail Pro Software 1 Do not proceed with this process until you have completed the steps in Entering the IMS Licenses 374 2 Verify that you are logged in with the IMS account and that the account is a member of the Administrator group on PC or is a domain Admin 3 Verify that Outlook is installed and setup for the IMS account and that you can send and receive emails 4 Insert the IP Office Voicemail Pro CD The installation should auto start If it does not auto start click Browse to locate Setup exe on the CD and then run it The Choose Setup Language window opens 5 Select the installation language This language is used for the installation and for the default language prom
203. all installed features InstallShield 5 Inthe Welcome window click Next The Customer Information window opens 6 Inthe Customer Information window type a user name and the company name or use the default names that are proposed These settings do not affect Voicemail Pro when it is installed 7 Inthe same window choose the option that determines who should be able to use Voicemail Pro when it has been installed The recommended option is Anyone who uses this computer all users 8 In the Customer Information window click Next The Choose Destination Location window opens 9 In the Choose Destination Location window click Browse and choose the folder where the Voicemail Pro files are to be installed Otherwise click Next to use the proposed folder The Messaging Components window opens so that you can choose the components that you want to install 10 In the Messaging Components window highlight Voicemail Pro Full 11 Click Next The Setup Type window opens 12 In the Setup Type window select Typical 13 Click Next The Select the Web Server root directory window opens so that you can specify the folder where the web campaign web pages are to be stored 14 The default folder is C inetpub wwwroot To use the default folder click Next To specify a different folder type the path to the preferred folder location Alternatively click Browse and locate the folder to use 15 Click Next The Destination of the Web Script Director
204. aller This time is based on the last 5 queued and answered calls for the same target in the last hour The variable can be used to speak the value as a prompt or to test the value in a condition Only available when using Queued and Still Queued start points KEY Holds the last DTMF key series entered For more information see Example Call Flow 14A LOC Holds the current locale setting of the IP Office system or the user if different For more information see Changing the Language of Custom Prompts 18 NAM Holds the name of the mailbox user blank for short codes RES Holds the value of the result of the previous action For example when a call flow has been branched by an action that has True and False results on one branch the value of RES is True on the other False POS Holds the position of a queued caller Can be used to speak the position as a prompt or test the value in a condition Only available when using Queued and Still Queued start points QTIM The same as the ETA above but returns the estimated time to answer rounded up to the nearest minute This variable can be used to speak the value as a prompt or to test the value in a condition SAV Holds the last saved result This can be entered using the following entry in a Generic 236 action Save lt value gt for example Save KEY or Save 1234 TARGET Voicemail Pro 4 2 This variable contains the original target of a call received by the IP Of
205. alogue Next New Next Active Next Processed Ident State DateTime CLI Customer Name Customer Address N v 2 2 E New rey 207 oo 00 s iNew a005 171507 E oo 09 E 00 00 7 E New i 20 11 2006 3 a ti co 02 9 eg New Bos 2006 17 190 G ooo Gea New BA 112006 10 23 00 ME 00 09 f 00 13 e E iNew 0061 2907 F oo09 00 01 i2 E New x 21 11 2006 8 a F oo 09 00 00 Voicemail Pro IP Office Page 359 15 601063 Issue 201 03 March 2009 Voicemail Pro Page 360 IP Office 15 601063 Issue 201 03 March 2009 Chapter 9 Appendix Voicemail Pro Page 361 IP Office 15 601063 Issue 201 03 March 2009 9 Appendix 9 1 Installing IMS Integrated Messaging Service IMS is an addition component to Voicemail Pro It allows users to deal with voicemail messages through their normal email interface Microsoft Outlook or Exchange Voicemail messages can still be handled conventionally using just the telephone With IMS voicemail messages are presented with a special icon in the user s email inbox When a voicemail is opened a special form appears which enables the user to play back the message on their telephone The voicemail message itself remains on the voicemail server When a voicemail is read forwarded or deleted either from the email or by using the phone its status is reflected in both the mailbox and the email inbox e Playing Messages Through the PC Normally IMS plays the voicemail
206. amp Save and Make Live and select Yes 4 6 3 Personal Distribution Lists Personal distribution lists also known as mailing lists are available to mailbox users when the system is in Intuity mode Each mailbox can accommodate up to 20 lists Each list can contain up to 360 mailbox numbers Lists can then be used or forwarding or sending messages from the mailbox Each list can be marked as private or public Public lists can be used by other mailbox users when forwarding or sending messages A user can also import the contents of a public list into one of their own lists If Voicemail Pro Networked Messaging VPNM is installed lists can include mailboxes on remote systems The only difference in presentation is that where the mailbox user name is used to identify local mailboxes in a list remote mailboxes are listed by number only Lists are maintained either through the mailbox or through Phone Manager Pro version 3 0 or higher Lists cannot be viewed or controlled from the Voicemail Pro Client For more information about mailing lists mailbox owners can refer to the Intuity Mailbox User Guide Voicemail Pro Page 155 IP Office 15 601063 Issue 201 03 March 2009 4 7 Hunt Group Voicemail Hunt groups must first be set up in IP office You can then use Voicemail Pro to configure the way in which voicemail works for a hunt group Voicemail Provides a number of services for hunt groups e Announcements If a caller is waiting to be an
207. ampcgi html The log in window opens Z Campaign Web Interface Microsoft Internet Explorer Voicemail Pro Web Campaign User Name EE Version 4 0 4 Continue change Language Continue Sound Prefs Continue aS Sa ee E NAA er 3 Optional To change the language click the language Continue button A menu containing the countries flag is shown If you place your mouse cursor over a flag the language that it represents in indicated Click the required flag to change the language 4 Optional To change the sound preferences click the Sound Prefs Continue button Select the playback type of either the browser default or as background The option background is the default selection Click Back to continue 5 Enter your mailbox box name in the User Name field Voicemail Pro Page 357 IP Office 15 601063 Issue 201 03 March 2009 6 Click Continue The Campaign Web interface opens 3 Campaign Web Interface Microsoft Internet Explorer Voicemail Pro Web Campaign Version 4 0 4 E Submit Hold CTRL while selecting for multiple campaigns ee ae ae faz Local intranet Wy 7 Select the campaign results that you want to view 8 Select the type of results that you want to view Voicemail Pro Page 358 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Examples Campaigns 9 Click Submit to view the results The details are listed in the main part of the window Sales Cat
208. ample Call Flow for Mobile Twinning l9 e Routing Calls to Voicemail Example Call Flow 147 e Changing the Language of System Prompts 188 e Changing the Language Setting for a TTY Device 185 Voicemail Pro Page 241 IP Office 15 601063 Issue 201 03 March 2009 6 4 4 Goto s The GoTo action will transfer the caller to another start point To add a Goto action 1 Click the i Basic Actions icon and select GoTo The GoTo action needs to contain details of where to transfer the caller to 1 Select the Specific tab grorgessesososegonsosses General Entry Prompts Specific Reporting Results E O Go to a specific node Please select a node to go to 2 In the field Please select a node to go to click E to browse to select a start point module or system defined variable For short codes the browse method does not work Instead enter Short Codes xxx where xxx is the short code key sequence e Select the option Start point or module Select from the available options e Users all the users with specific start points are listed e Groups all the Groups with specific start points are listed e Any default start point e Any available modules e Select the option System defined variables to browse the available call variables You can also type the name of the start point directly ap Goto When details of the transfer location the GoTo action does not need to be connected to another e
209. and to be executed SOL Wizard Command to execute SELECT Author Cost ISBN Title FROM BookList WHERE ISBN key Database Get Data Action The Database Get Data Action is used to return details of any matching entries following a search against a database gt Get Book Details gt fueses AtEnd Empty Faiue To retrieve the results an option is selected on the specific tab to select how the data is retrieved from the database In this example the option retrieve the next item in the list was selected to allow the caller to step through the results if more that one match ISBN occurred Properties for Get Book Details E A 2 x General Entry Prompts Specific Reporting Results How do you want to retrieve this data item Retrieve the next item in the list C Retrieve the previous item in the list Retrieve the first item in the list Retrieve the last item in the list If a matching ISBN has been found the call flow is routed to another module called Bookshop_CurrentBookSpeakDetails Voicemail Pro Page 341 IP Office 15 601063 Issue 201 03 March 2009 8 2 1 3 Returning Data from the Database The Bookshop_CurrentBookSpeakDetails module tells the caller the book title the author s name and the cost of the book matching the ISBN that they entered W Yoicemail Pro Client Intuity Local File Edit Actions Administration Help S a 3
210. any other mailbox features To add a Listen action 5m 1 Click the Mailbox Actions icon and select Listen 2 In the Specific tab select either the Caller s mailbox or Mailbox option Caller s Mailbox The mailbox matching the start point of the call Mailbox Select or enter the name of the target mailbox 3 Make any changes as required to the General 22 Entry Prompts 23 Reporting 233 and Results 234 tab pages 4 Click OK The Listen action is updated Connect the result Next to a relevant action For examples of the action in a call flow see Customizing Manual Recording 174 and Customizing Auto Recording 180 Voicemail Pro Page 247 IP Office 15 601063 Issue 201 03 March 2009 6 5 4 Voice Question amp The Voice Question action allows you to create a play list where the caller hears a sequence of prompts and their responses are recorded If the play list is completed a single file containing the recorded responses is created That file can then be placed into a specified mailbox or passed to an eMail action To add a Voice Question action 1 Click the Mailbox Actions icon and select amp Voice Question 2 In the Specific tab questions need to be added to the play list General Entry Prompts Specific Reporting Results r oice Questio sequence of files to be played and recordings to be made ob KX a 1 catalogue way 5 0 2 name way 5 0 3 Record 10 4 address way 3 8 5 Record 20 6 thanks
211. are two ways that notification can be implemented e Voicemail Callback 194 A service whereby the Voicemail Pro calls a specified number whenever the user receives a new voicemail message Callback requires a callback start point to be created in Voicemail Pro and a callback number entered in IP Office Manager e Voicemail Outcalling 19 A service where voicemail notification can be configured to specific external numbers and the notification escalated if the message is not listened to Outcalling can be configured by any user of voicemail in Intuity mode Note e Both the Callback and Outcalling features are separate from voicemail ringback Ringback alerts the user s own extension whilst Callback and Outcalling will provide voicemail notification to an external location for example a mobile telephone or pager Channel Restrictions e The Voicemail Pro server has restrictions on the number of channels it can use for different services The limits are separate for each of the services When a limit is reached further calls are delayed until one of the existing calls is completed Refer also to Voicemail Channel Reservation 10 e Outcalling can use up to 5 channels at any time e Conference center invitation calls can use up to 5 channels at any time e Callback calls can use up to 2 channels at any time e Alarm calls can use up to 2 channels at an time Voicemail Pro Page 193 IP Office 15 601063 Issue 201 03 March 2009
212. arked as private or priority Voicemail Pro IP Office Page 363 15 601063 Issue 201 03 March 2009 9 1 2 IMS Components IMS consists of the following components May be installed on the same server PC H anager amp Feature Key Server IP Office Yoicemail Pro amp IMS Server Outlook 2000 02 03 or Exchange Client User PC s Microsoft Exchange Server J Exchange 5 5 2000 2003 Outlook 2000 02 03 IMS Client e Voicemail Pro Provides voicemail services to the IP Office users e IMS Server This consists of two services installed on the Voicemail Pro Server PC e IMS Voice Service Handles the delivery of messages when the user selects to play a message from Outlook e IMS Gateway Service Interacts with the Voicemail Pro Server the Exchange Server and the IMS Clients Stores the current known status of voicemail messages and mirrors that status in both user s email and voicemail mailboxes e Microsoft Exchange Server The customer s MS Exchange server e IMS Administration Tool This tool is used to maintain the association of voicemail mailboxes to email mailboxes The following components are required on the user PCs e Microsoft Exchange or Outlook Microsoft Exchange Client or Outlook 97 or higher Outlook 2003 Cache Mode off e IMS Client Installed on each email user s PC This provides a voicemail interface within the user s Microsoft Exchange or Outlook prog
213. arning Voicemail Pro IP Office Send Message 430 wav As String 328 329 Wav Editor 211 Web Browser 355 357 Web Campaign Component 350 357 Web Campaigns 350 372 Using 357 Web Server 357 Select 372 Web Sites 122 websites 67 Wed 433 Week Planner 216 217 222 add 221 Week Planner icon 221 Week Planner window 221 Welcome window 372 Whisper 207 226 259 Whisper Action 207 226 259 wildcard 255 Window 2003 366 381 415 Window menu 408 Windows 2000 88 366 381 403 Windows 2000 PC DCOM Settings 381 Windows 2000 Server 366 381 Windows 2000 Server grant 381 Windows 2003 PC s 381 Windows 2003 Server 366 Windows 2003 SP1 381 Windows 2003 SP1 PCs 381 Windows 64 bit 366 Windows application 132 Windows Automatic Update 415 Windows DataCenter 366 Windows Explorer 43 Windows Firewall 393 394 409 Windows Messaging 409 Windows SBC 366 Windows Server 2003 381 Windows Servers 380 381 403 Windows Settings 381 Windows TTS 67 Windows Update Causes 415 Windows Update Causes Voicemail Pro Stop 415 Windows Updates 415 Windows XP 381 415 Windows XP Pro SP2 381 Windows XP Professional 415 Windows XP Service Pack 381 Windows XP SP1 381 windowstemp 412 WINNT SYSTEM32 408 winnt temp 412 Within Voicemail Pro 190 211 311 336 Wizard 41 43 281 351 398 Wordpad 91 404 Work 113 122 197 200 203 372 Work Group Member Email 49 Workstation 132 392 394 403 www microsoft com speech download sdk51 65 www support avaya com 4
214. ase 5 4 Adding a VPIM System to Your Network This is because the setup for Interchange VPIM is the same as for VPNM Voicemail Pro Page 420 IP Office 15 601063 Issue 201 03 March 2009 Appendix Installing Networked Messaging VPNM 9 3 1 Requirements for VPNM Check that the following requirements have been before attempting to install VPNM A Voicemail Pro server with VPNM installed connected to each IP Office system Each system will need a license for both Voicemail Pro and VPNM All systems in the VPNM network need to be tested to ensure that they can communicate across the IP network It is suggested that you test the following e Ping the IP Addresses e Ping the computer names If in a domain ping the fully qualified domain name The VMPro Servers must have an SMTP server installed This can be done using the SMTP component of Internet Information Service IIS e To test type Telnet lt the name of the SMTP server gt 25 Server names where entered must be fully qualified domain names Voicemail Pro should not be installed on the same server as Exchange and or the domain controller Voicemail Pro Page 421 IP Office 15 601063 Issue 201 03 March 2009 9 3 2 Installing VoiceMail Pro with VPNM Support This section describes how to install the Voicemail Pro software with its VPNM component onto the Voicemail Pro server PC Before you begin 1 Using IP Office Manager check that the correct licenses for V
215. ated by non digits e g 202 203 204 e ident The CLI to be associated with the message e Return Value This method does not return a value 8 1 2 2 ForwardMsgToMailbox Method The ForwardMsgToMailbox method is used to forward a file or message to another mailbox Voice ForwardMsgToMailbox file As String mailbox As String ident As String As String e Parameters e file This contains the name of the message file to be forwarded The following formats are allowable e GREETING greeting Forwards the greeting stored within the greetings directory the WAV extension is automatically appended e ACCOUNTS mailbox message Forwards the message stored within the specified mailbox the WAV extension is automatically appended e CAMPAIGN campaign message Forwards a campaign message stored within the specified campaign the WAV extension is automatically appended e If the fully qualified path is specified drive path file then the full specified pathname is used otherwise the file is relative to the WAVS directory e mailbox The mailbox to forward the message to e ident The CLI to be associated with the message e Return Value The name of the new message Voicemail Pro Page 317 IP Office 15 601063 Issue 201 03 March 2009 8 1 2 3 FullFilename Method The FullFilename method is used to translate the shortcut filename to the equivalent fully qualified pathname for the file Voice FullFilename file As
216. ath file then the full specified pathname is used otherwise the file is relative to the specified locale within the WAVS directory e maxtime The maximum recording length specified in seconds e interruptables This is for future development and should be left as default e appendtofile Set to true if the recording should be appended to the file false to clear the file first e digid The connection ID as passed in to the script e playbeep This flag sets whether a beep is played before the start of recording e Return Value The key press that was used to terminate the recording 8 1 2 32 RecordRegister Method The RecordRegister method is used to record a user s speech input to the specified file stored in the specified register Voice RecordRegister regnum As Long maxtime As Long 60 interruptables As String 1 dlgid As Long 0 playbeep As boolean False As String e Parameters e regnum Data register containing file to store recording to e maxtime The maximum recording length specified in seconds e interruptables This is for future development and should be left as default e digid The connection ID as passed in to the script e playbeep This flag sets whether a beep is played before the start of recording e Return Value The key press that was used to terminate the recording Voicemail Pro Page 331 IP Office 15 601063 Issue 201 03 March 2009 8 1 2 33 Register Method The Regist
217. atures e Web Campaigns The web campaigns option can be used to collect spoken and key press responses to question from callers and then display those responses to internal agents e Web Voicemail For Voicemail Pro 4 2 licensed users can be configured to access their own mailbox using a web browser e Email Options The voicemail server can interact with email systems in a number of ways Voicemail Pro Page 9 IP Office 15 601063 Issue 201 03 March 2009 e Voicemail Email Using either a MAPI client such as Outlook on the server PC or a connection to an SMTP email server Voicemail Pro can send email messages when a user has a new message The email can be a simple alert or can include an attached copy of the message This options does not support synchronization of messages between the users email program and their voicemail mailbox e IMAP IP Office 4 2 supports licensed users accessing their mailbox from an IMAP compatible email program such as Outlook This option includes synchronization between the voicemail messages in the email client and the voicemail mailbox e Integrated Messaging Systems IMS IMS allows the voicemail server to interact with a Microsoft Exchange Server Users require an IMS client component to be installed into their copy of Outlook e ContactStore Server The current IP Office Voice Recording Library VRL application is Avaya IP Office ContactStore The application can be installed on the Voicemail Pro Se
218. ave the additional option to define their own personal fax number instead of the system fax number As the system administrator you still need to set a system fax number to enable mailbox owners to override it with their preferred personal fax number Incoming calls are directed to Voicemail Pro and then Voicemail Pro redirects fax calls to the mailbox owner s personal fax number if one has been set For information mailbox owners should read the Intuity Mailbox User Guide Voicemail Pro Page 107 IP Office 15 601063 Issue 201 03 March 2009 If your fax system requires prefix addressing for example the C3000 fax server do not type a fax number in the System Fax Number box Instead type the number to use as a prefix so that a fax message can be identified and forwarded to the extension number of the intended recipient For example if the prefix were 55 a fax message for extension 201 would have the prefix of 55 automatically added so that the complete number would become 55201 The System Fax Number box is used to 10 Enable fax detection By default fax detection is not enabled when Voicemail Pro is first installed When fax detection is enabled any fax calls that are left in a voicemail mailbox are redirected to the defined system fax number 11 Define the default destination for fax calls that arrive in a voicemail mailbox and which are to be redirected to a fax machine 12 To use the specified prefix check the Use as a Prefix box so
219. be switched off On automatically recorded call some telephones may also display a recording symbol For more information see Call Recording Warning 16 e Recording Duration Call recording is limited to the maximum length of 1 hour For more information see Changing the Recording Time 176 e Voice Recording Library VRL Recordings are normally placed into standard mailboxes VRL operation allows recordings to be transferred to a specialist archiving application This allows both longer recording and the sorting and searching of recordings For more information see Voice Recording Library VRL 170 Voicemail Pro Page 168 IP Office 15 601063 Issue 201 03 March 2009 Administration Recording Calls 4 8 1 Call Recording Warning In many locations it is a local or national requirement to warn those involved in a call that they are being recorded One method for doing this is to enable the Advice of Call Recording AOCR message provided by the Voicemail Pro server e The advice of recording will always be played if the Advice of Call Recording message is enabled e It can not be guaranteed that a caller will hear an advice of recording announcement when the call is using analogue trunks Analogue trunks do not support call status signalling so the advice of recording announcement is played as soon as the trunk is seized even if the call is ringing and has not been answered e The Play Advice on Call Recording opt
220. bleshooting Due to the size of wav file message attachments deselect it once installation is complete 17 Log on to the server PC using the account that will be used for the Voicemail Pro server 18 From Outlook or Outlook Express send a message direct to an extension user 19 If this message is received correctly continue with installing the Voicemail Pro software Voicemail Pro Page 52 IP Office 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro Voicemail Email Installation 2 5 3 6 Installing the VoiceMail Pro Software To install the Voicemail Pro software 1 Log off and log back on using the Voicemail account and password 2 Install the required Voicemail Pro software For more information see Installing Compact Voicemail Pro Server and Client 285 or Installing Typical Voicemail Pro Server and Client 3 3 When the installation process requests a User Name and Password for the Voicemail Pro service enter the Voicemail account details 4 Restart the server PC when requested and log on using the Voicemail account 5 When SMTP email details are requested enter no values and ignore the error message following the SMTP check 6 Start the Voicemail Pro server service For more information see Starting the Voicemail Pro Service 36 7 Check that the basic voicemail services start and operate correctly 8 The next step is to switch the Voicemail Pro to MAPI operation For more information see Switch
221. button to display the campaign name and number of messages Press the button again to start processing those messages The UnPark Call function can also be used to collect the calls but this method does not provide any visual feedback when messages are present To use the UnPark Call function 1 Select a free programmable button 2 Right click in the Action field 3 Select Advanced gt Call gt UnPark Call Voicemail Pro Page 356 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Examples Campaigns 8 4 6 Using the Web Campaign The Web Campaign Component allows access to play and change the status of campaign messages through a Web browser e Anyone who wants to use the web campaigns must have Microsoft Internet Explorer 5 0 or higher not Netscape Their PC must also have multimedia sound capabilities The Web campaign user must also have a voicemail mailbox The name of their mailbox is requested when the user browses the campaign messages e During installation of the Campaign Web Component the root address of the web server is requested A folder called campaign is then added to that root The web address for browsing will normally be set up as a link from a page within a company intranet rather than typed directly by users e Access must be via http and not network file routing To view open the Campaign Web Campaign 1 Open your internet browser 2 Type the address http lt server address gt campaign c
222. c Start Points right click ff Users and select Add 2 In the Name field enter the user s mailbox name Select the Callback entry point and select OK 3 Within Q select a Callback 4 Add a kp Get Mail action and under the Specific tab in Mailbox enter the user s name again or extension number Important Record an entry prompt for the first action in the callback call flow Experience with connection to some cell phone systems has revealed that this entry prompt may need to be up to 20 seconds in length 5 Connect the gt Start Point and the hap Get Mail action 6 Click amp Save and Make Live and select Yes Voicemail Pro Page 194 IP Office 15 601063 Issue 20 03 March 2009 Administration Remote Voicemail Notification The Default Callback Start Point In the example above a callback call flow was created for an individual users The Default Callback start point can be used to create a default callback call flow for all users If the Default Callback start point is used it must be designed so that users have to indicate which mailbox they are accessing In the simple call flow used above this can be done by entering in the Mailbox field of the Get Mail action The callback number is initially set through IP Office Manager To set the user s callback number 1 In IP Office Manager open the system s configuration 2 Click Buse to display a list of existing users 3 Double click the user for whom callback is being se
223. calls press 2 Recorded and active Approved and active To activate for out of hours call press 3 To record messages press 1 to get messages press 2 to administer personal greetings press 3 The system greeting Cannot listen to system greeting Cannot modify system greeting No greetings recorded gt a v Personal greetings review completed To skip to the next greeting press the sign To activate a greeting enter greeting number to de activate a greeting activate a different greeting in its place To activate another greeting enter greeting number to de activate a greeting activate a different greeting in its place To activate system greeting enter 0 Same greeting used for all calls N N 00 Ww To identify calls as internal and external press 1 To identify calls as busy and no answer press 2 To identify calls as out of hours press 3 Calls identified as internal and external Calls identified as busy and no answer Calls identified as out of hours NINININININININ KoE EOR EOS LE KE Ke eE Kee Nje LOSOINI IODA Os N Calls not identified as out of hours Voicemail Pro Page 293 IP Office 15 601063 Issue 201 03 March 2009 WAV File Intuity Prompt 97 10 E c 7 0 ct 3 D l o 3 D a om o o _ 5 a S fe v n ao me fo v 7 a 12 14 15 16 17 18 19 20 22 As you use IP Office your name will be
224. cation Number Field Collect Messages 200 VM 200 Main VM Main Leave Messages 200 VM 200 Main VM Main A user attempting to collect mail from user mailboxes will be prompted for the voicemail PIN code if not accessing from a trusted source For more information see Creating a Trusted Location 15 Voicemail Pro Start Points The following only apply when a matching start point has been set up If a short burst of ringing is required then should be inserted before the start point name This is useful if transferring callers as it allows the transfer to be completed before the Voicemail Prompts begin ee on Code Application Number Field User Start Points for examples a user called Extn205 Collect Extn205 Collect VM Extn205 Collect Leave Extn205 Leave VM Extn205 Leave Callback Extn205 Callback VM Extn205 Callback Queued Still Queued Group Start Points for example a group called Main Collect Main Collect VM Main Collect Leave Main Leave VM Main Leave Queued Still Queued z Default Start Points Collect Default Collect VM Default Collect Leave Default Leave VM Default Leave Queued 7 VM Default Queued Still Queued VM Default Still Queued Short Code Start Points for example a shortcode start point called DVM see also Voicemail Node Short Codes DVM VM Short Codes DVM Module Start Points for these examples a module called Attend Attend VM Attend Campaigns for example
225. ce 4 1 For previous releases the destination is always the mailbox of the user making the call 8 Click OK 9 Click al to send the configuration back to the IP Office Voicemail Pro Page 177 IP Office 15 601063 Issue 201 03 March 2009 To set automatic call recording for an incoming call route 1 Open IP Office Manager and load the configuration from IP Office In the Navigation pane click Incoming Call Route w N Select the required incoming call route D Select the Voice Recording tab Standard Yoice Recording Recording Inbound Mandatory M Record Time profile lt None gt Recording Mailbox 206 Theresa Green bd Tl voice Recording Library 5 From the Record Inbound drop down lists select the recording frequency required None Do not record On Record all calls if possible Mandatory Record all calls If recording is not possible return busy tone to the caller xx Record calls at intervals matching the set percentage eg for every other call for 50 For inbound calls recording will not take place if the call also goes to normal voicemail 6 Select the Recording Time Profile is required If not set recording is applied at all times 7 Specify the destination for the recordings or select the option to place the recordings in the voice recording library The Voice Recording Library options can be used only if a VRL application has been installed and licensed For more info
226. ce mailboxes Using Voicemail Pro call flows can be created that can for example guide a caller to the correct extension Listed below are some of the differences between Embedded Voicemail Voicemail Lite and Voicemail Pro For a fuller comparison see the product description Embedded Voicemail Voicemail Voicemail Pro Integration with Phone Manager Pro x lt f f Create personal greetings 1 only 1 only 9 max Selection of voicemail transfer numbers wd lt ff Play a greeting continuously x lt vd Forward or copy a message to Email x ff ff Listen to an Email using Text To Speech x x ff Send Email Notification if ff a Forward a voice message to another mailbox or multiple mailboxes Y md Ca Forward a voice message to multiple mailboxes using a Personal Distribution x Ca List Forward a voice message with a header lt lt vd Rewind Message f f Jf Fast forward a message f ff Jf Skip a message d ff ff Pause a message x lt lt Skip Message f vd ff Set message priority x x lt Control when old messages are automatically deleted x x x Alphanumeric data collection x x Give callers a choice of transfer options Y md lt Call recording x x Jf Create Campaigns x x ff Receive message notification at destinations configured by the user known as x mA Outcalling Transfer to Fax f x Reply to a message if CLI is available Internal ma Only Added in IP Office 4 2 Voicemail Pro Page 13 IP Office
227. ce should log on and run This should be the IMS account created previously on the domain and Exchange server Alternatively click Browse and select from the list of available PC or network accounts Click Next The Select Program Folder window opens By default the program folders are created in a folder called IP Office You can specify a different folder or select one from the list of existing folders To specify a different folder type the folder name in the Program Folders box Alternatively to use an existing folder highlight a name in the list of existing folders Click Next The Start Copying Files window opens Before any copying starts you are presented with a summary of the settings that you have chosen so far Voicemail Pro Page 423 IP Office 15 601063 Issue 201 03 March 2009 26 Review the settings to make sure that they are what you expect In particular check that the required languages are listed Scroll down if necessary When you are satisfied that the details are correct click Next to start copying the files The Setup Status window opens to keep you informed while the installation takes place e Iffor any reason the details are not what you expect click Back and make the necessary changes 27 When the installation is complete you are prompted to restart your computer Choose Yes I want to restart my computer now 28 Click Finish to restart now 29 When the server PC has restarted the IP Office Voicemail Pro
228. ceed to IMS Server Preparation 36 Voicemail Pro Page 368 IP Office 15 601063 Issue 201 03 March 2009 Appendix Installing IMS 9 1 5 3 IMS Server Preparation 1 0 Do not proceed with this process until you have completed the steps in Creating the IMS Account 368 2 0 Log on to the server PC using the IMS account and check the follow requirements 3 0 The Server is a Member of the Domain The IMS Server MUST be a member of the customer s domain 4 0 The Domain Has an User and Email Account IMS A domain user and mailbox account must already exist for the account named IMS The Voicemail Pro software must be installed using this account with full administrator rights on the PC The services subsequently run using that account 5 0 The IMS Account Has Admin Rights on the IMS Server The IMS account must be a member of the administrator s group on the IMS server PC Note it is not necessary to be a domain administrator but must be a member of the administrators group on the PC to be able to start the IMS and Voicemail Pro services 6 0 The Server s Outlook Client is Configured for the IMS Account Check that the Outlook or Exchange client on the server PC is configured to use the same account IMS 7 0 Test Email Operation Log into the PC with this account IMS and verify that you can send and receive emails using this account 8 0 IP Office Manager is Installed A PC with IP Office Manager and Microsoft NET Framework 2 0 and
229. cemail Pro Page 414 IP Office 15 601063 Issue 201 03 March 2009 Appendix Installing IMS 9 1 8 9 Windows Update Causes Voicemail Pro to Stop Voicemail Pro may stop working due to the lack of system resources when a MS Windows patch is downloaded and is waiting to be installed As a result Windows XP Professional and Windows 2003 servers should either disable Windows Automatic Update or set it to only Notify Windows Updates should be downloaded and installed after peak business hours on a regular basis This will allow the installation to be done manually and testing of the update software to be done in a controlled fashion This can be done by going to Start Settings Control Panel System then selecting the Automatic Updates tab and choosing either Notify Me or Turn Off 9 1 8 10 Saving IMS Messages Past Housekeeping Once read a Voicemail message will be deleted after a period of time defined by the voicemail system administrator the default being 30 days 720 hours IP Office Integrated Messaging Pro clients can save a copy of the message locally by clicking the Floppy disk icon in the embedded Interface External voice mail from 901707392200 Integrated Messa Ei E3 File Edit View Tools Compose Help fel X a wv GS From 901 707392200 Left at Thu 2 Sep 2004 20 28 Speech tea 44 gt voi 0 0 secs 11 6 secs When the floppy disk icon has a red cross superimposed this indicated that the message
230. cemail Pro need to be backed up 3 Insert the Voicemail Pro CD for the new Voicemail Pro and cancel the install wizard that auto runs 4 Right click the CD drive and select Open 5 Locate the file backupreg bat and double click it to run the application The registry settings are backed up 6 The next step is to remove Voicemail Pro Verify that the 3 files were created successfully and they have the appropriate data 7 Remove Voicemail Pro Any previous versions of Voicemail Pro must be removed before you start to install the new version 8 Open the Windows Control Panel 9 Select Add Remove Programs 10 Select IP Office Voicemail Pro and click Add Remove 11 From the options offered select Remove and click Next 12 Follow the prompts that you see on the screen during the removal process 13 When the process has been completed select the option Yes I want to restart my computer now and click Finish 14 Please note is it necessary to reboot the server Do not skip this step 15 After the server reboots and you have logged back in as IMS 16 Restore the Registry The Voicemail Pro registry that was backed up in step 2 needs to be restored 16 1 Right click the CD drive that contains the Voicemail Pro CD and select Open reinsert the CD if necessary and cancel the install wizard 16 2 Locate the file restorereg bat and double click it to run the application This restores the registry settings previously associated with Voicemail Pro
231. changes are enabled 7 Choose Yes The services that are affected by your changes are automatically stopped and restarted Voicemail Pro Page 118 IP Office 15 601063 Issue 201 03 March 2009 Configuring Voicemail Pro Voicemail Pro Preferences 3 2 2 3 Configuring Email Settings You can configure certain email settings such as the account to use for email and the way in which wav files are transmitted To configure email settings 1 Open the Windows Control Panel 2 Select IP Office Voicemail Pro The IP Office Voicemail Pro window opens 3 Click the Email Settings tab System Settings Path Settings Email Settings SMTP Email Settings Account Details server Browse m Message Parameters The following settings are used to control whether the Voicemail message is sent as a wave file within the email message Embed wave file in message 4 In the Account Details box type the name of the MAPI email account to use for email messages Alternatively select Browse to display a list of available email accounts If you are setting the account details when using SMTP it is advisable that the full domain name is entered for example admin test com 5 Click Check to validate the changes that you have made 6 Click OK The Message Parameters options are only available if you have installed IMS For IMS you can specify the way in which the wav files of voicemail messages are to be sent in ema
232. ck it to run the application 4 Check that the registry settings have been backed up The batch file should have created 3 backup files in the Windows Temp directory Make sure that the following 3 files exist in that location e VMPro arf e NetAly arf e IMSGateway arf 3 Remove Voicemail Pro Any previous versions of Voicemail Pro must be removed before you start to install the new version 1 Open the Windows Control Panel 2 Select Add Remove Programs 3 Select IP Office Voicemail Pro and click Add Remove 4 From the options offered select Remove and click Next 5 Follow the prompts that you see on the screen during the removal process 6 When the process has been completed select the option Yes I want to restart my computer now and click Finish 4 Restore the Registry The Voicemail Pro registry settings that were backed up in step 2 needs to be restored 1 Right click the CD drive that contains the Voicemail Pro CD and select Open reinsert the CD if necessary and cancel the install wizard 2 Locate the file restorereg bat and double click it to run the application This restores the registry settings previously associated with Voicemail Pro 5 Install the New Software For more information see Installing Voicemail Pro Overview 1 and then refer to the sections that relate to the type of Voicemail Pro that you intend to install Voicemail Pro Page 41 IP Office 15 601063 Issue 201 03 March 2009 6 Restore the Databas
233. click Back and make the necessary changes Voicemail Pro Page 29 IP Office 15 601063 Issue 201 03 March 2009 When you are satisfied that the details are correct click Next to start copying the files 19 The Setup Status window opens to keep you informed while the installation takes place 20 When the installation is complete you are prompted to restart the computer Choose Yes I want to restart my computer now 21 Click Finish to restart now 22 When the computer restarts log back in 23 The IP Office Voicemail Pro ACM Gateway Settings window opens In the Mail Server box type the name of the mail server to use 24 Choose Message Networking Interchange to use Interchange or Modular Messaging to use Modular Messaging 25 Click Next The IP Office Voicemail Pro Email Settings window opens 26 Enter the name of the email account to use or click Browse and select an account to use 27 Click Next The IP Office Voicemail Pro SMTP Email Settings window opens 28 In the Mail Server box type the name of the SMTP mail server or use the name that is proposed This should be the fully qualified domain name 29 In the Port Number box type the number of the receiving port on the SMTP mail server The default is 25 30 To enforce server authentication check the Server Requires Authentication box This is optional If you check it you also need to provide the Account Name and Password that need to be entered You can also choos
234. command CP4 key When all the details have been collected the database needs to be updated The database Execute Action is used When entering information into the specific tab for the first time you are taken through a series of steps 1 Select the Database Execute icon 2 At the SQL Function window the option to Insert values was chosen as information needs to be added to the database 3 Details are then entered into the SQL Wizard as shown below When the Database table is selected the list of fields contained within the table is inserted SQL Wizard Function Tables INSERT OrderDetails ContactT elephone CP4 Cost DBD 1 CreditCardE xpiry CP3 CreditCardNumber CP2 ISBN DBD 2 Add Values Cancel 4 When the details have been entered the SQL wizard is closed The specific tab of the action will contain the command to execute see example shown below Properties for Database Execute E A 2 x General Entry Prompts F Reporting Results Please enter the SQL command to be executed SQL Wizard Command to execute INSERT INTO OrderDetails ContactT elephone Cost CreditCardE xpiry CreditCardNumber ISBN VALUES CP4 DBD 1 CP3 CP2 DBD 2 Voicemail Pro Page 345 IP Office 15 601063 Issue 201 03 March 2009 8 3 Dial by Name The Dial by Name action allows callers to indicate the user or group that they require by dialing the name on their
235. configuration e O Computer Name URL The computer name is used as part of its URL on the network Ensure that the name is set to something that appropriately indicates its purpose and that can be used as part of the URL for the web server within the customers domain e O Remove IMS Voicemail Pro UMS is not supported on systems that are using Voicemail Pro IMS IMS must be removed before UMS can be selected for installation User and Browser Requirements For users to access Web Voicemail they require a web browser that meets the following requirements e O Javascript Enabled Web Browser Web Voicemail is tested against the following browsers Other browser may work so long as they support javascript and CSS e Internet Explorer V6 SP1 or higher e Internet Explorer V7 or higher e Mozilla Firefox V2 0 0 2 or higher e Opera V9 10 or higher Voicemail Pro Page 75 IP Office 15 601063 Issue 201 03 March 2009 e PC Playback Browser access allows the selection of message playback either via an IP Office extension or through the web browser Avaya test browser playback using Windows Media Player e O User Name and Password Once enabled for UMS Web Services in the IP Office configuration to log on using Web Voicemail the user will need to know their Name and Voicemail Code as set in the IP Office configuration Note that this is the Name and not the Full Name Voicemail Pro Page 76 IP Office 15 601063 Issue 201 03 March 2009 I
236. cted for playback whenever an invalid entry or entry timeout occurs e License and Service Status Display When the Voicemail Pro client is connected to a Voicemail Pro server the Help About screen displays a list of the licenses being used by the Voicemail Pro server This license details include the validation status and capacity of those licenses The status of related services for example the UMS IMAP server are also listed e System Variable Length Increase 21 Previously the length of values stored by system variables has been limited to 64 characters That maximum length has been increased to 512 characters e Outcalling Configuration In conjunction with Phone Manager 4 2 Voicemail Pro 4 2 allows users to adjust their outcalling settings through using a visual menu within Phone Manager e Using the Phone Manager interface users can now apply a delay between each notification call in an escalation list Voicemail Pro Page 11 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro 4 1 In conjunction with IP Office 4 1 Voicemail Pro 4 1 supports the following new features Windows Vista Support 19 gt Those components of Voicemail Pro previously supported on Windows XP Pro are now also supported on Windows Vista excluding Vista Home Basic and Vista Home Premium The Voicemail Pro client is supported on Vista The Voicemail Pro server is supported on Vista but not with IMS or Web Campaigns Automatic Recordi
237. cting the handset to playback the message a dialog box similar to the message below may be received oice Message Form i x The system was unable to make a connection to your handset TF the system has been denied access please check that your hardset is not on divert or thet the handset is notin use For any other error please try again and if the error persists please contact your System Administrator quoting the error obtaned Unspecified error 80004005 This error is typically only seen when selecting the handset as the Output device If the message is embedded or attached a user can play the message using desktop speakers Cause This error message indicates that there may be a problem with permission configuration thereby preventing the client from being able to establish a connection to the desktop extension A common cause for this is misconfiguration of the extension number that the IMS Client must connect to Solution To verify and if necessary correct the issue open Outlook Select Tools Options Integrated Messaging Tab Insert the correct extension number into the field provided Once completed play the message back from the client This above symptom should now be resolved Voicemail Pro Page 411 IP Office 15 601063 Issue 201 03 March 2009 9 1 8 4 Outlook Cached Exchange Mode Avaya IP Office Integrated Messaging is not supported with Microsoft Outlook using Cached Exchange Mode provided in Ou
238. ction The Number of Retries can be between 0 and 10 If the message is not collected after the last retry no notification is sent until another new message is delivered in the user s mailbox The Retry Interval are set for each retry attempt The interval is the length of time between each attempt to ring to targeted number again The 6th to 10th retries use the default retry interval Double click a selected retry time to edit the interval between retries The New interval number window opens where the length of time between each attempt to ring the target number can be changed Click OK to save the change and return to the Outcalling window 6 Click OK 7 Click amp Save and Make Live and select Yes A timeout value can be set by a user This is how long outcalling will attempt to call a number before giving up For more information see the Intuity Mailbox guide Voicemail Pro Page 113 IP Office 15 601063 Issue 201 03 March 2009 3 2 1 7 VPNM This option is active only if VPNM was selected during installation and is licensed VPNM servers can be added and then users added to the servers To open the VPN window 1 Start the Voicemail Pro Client 2 From the Administration menu select Preferences gt VPNM The VPNM window opens a PNM via SMTP server pcsserver E l0 x VPNM Server s Prefix Server pnm sitea avaya com Add VPNM Delete Users for PNM Se
239. ction 1 Click the if icon 2 Click and drag the cursor from action s result that triggers the connection to the action that should follow the connection To delete a connection 1 Click the connection to delete It is displayed in red 2 Press Delete The connection is removed Alternatively either select Edit and then Delete or right click and then select Delete Voicemail Pro Page 225 IP Office 15 601063 Issue 201 03 March 2009 6 2 Available Actions Once a start point has been added it can be linked to an action The available actions are divided into the following groups gt Start Point This special action is present by default in all call flows It is simply the start point for the call flow to which other actions can be linked While this action has General Entry Prompts Reporting and Results tabs they should not be used Any settings added to those tabs will be ignored and should be applied through the tabs of the first additional action added to the call flow and linked to the Start Point iy Basic Actions These actions are chiefly used to control the routing of a call between actions ro Generic Action 23 Can be used to simply play a prompt to the caller through its Entry Prompts tab It can also be used to enter custom commands for the voicemail server y Speak Text Action 23 Allows text to entered and then played to the caller Requires TTS to be installed and licensed e i Menu Action 24 Bra
240. ction view e gt Slm e aR R m Tree Sy Telnet Allows a re Manual LocalSystem Sa Uninterruptible Pow Manages 4 Manual LocalSystem Rs Utility Manager Starts and Manual LocalSystem pl Started Administrator Services Local Automatic mail Pr Started Automatic Woicemail 5 windows Installer Installs re Manual LocalSystem Ss Windows Managem Provides s Started Automatic LocalSystem Sy Windows Managem Provides s Started Manual LocalSystem Sa windows Time Sets the co Manual LocalSystem 84 Workstation Provides n Started Automatic LocalSystem 3 The Voicemail Pro Service should be visible Its Status should be Started and the Startup Type should be set to Automatic e Other services will be present depending on the Voicemail Pro options installed The services are e Voicemail Pro Service This is the main Voicemail Pro service Normally this is the only service that needs to be stopped and restarted It will stop and restart the other services that it uses e VMProDBService This service is used for the Voicemail Pro database connectivity if licensed e IMS Gateway IMS Voice and IMS Restart These services are used by the IMS components of Voicemail Pro if installed and licensed e VPNM Database Server VPIM Receiver and VPNM Server These services are used by the VPNM components of Voicemail Pro if installed and licensed 4 C
241. currently provide better voice quality than the Microsoft TTS engines and support a wider range of languages They are supplied on a set of 5 CDs separate from the Voicemail Pro software CD One license is required for each simultaneous instance of TTS usage e Installation on Windows Server Operating Systems On many Windows server PC s while the Windows Audio components are present by default they are not always enabled If this is the case the playback of voice prompts may be choppy and the TTS if installed will not work Note however that enabling Windows Audio does not require the server PC to have a sound card installed 1 Ensure that you have full administrator rights for the PC This process will also require the PC to be restated 2 In the Windows Control Panel select Sounds and Audio Devices 3 If Windows Audio has not been enabled select the Enable Windows Audio check box TTS licenses are enabled on a per port basis This means that a four port voicemail could have two licenses enabled If both the Generic and ScanSoft TTS licenses are enabled in Manager both of the TTS engines will be used by all four voicemail ports on a first come first served basis Due to this the TTS engine used by a particular port for a particular call cannot be guaranteed To have one consistent engine used for all calls make sure that there is only one valid TTS license in Manager e Tip For a customer demonstration sales staff can use the Microsoft S
242. d e Select F3 to Add the remote machine Voicemail Pro Page 429 IP Office 15 601063 Issue 201 03 March 2009 9 4 2 Configuring the Avaya Interchange For more information about the options that are mentioned in this section refer to the Interchange documentation which is available from www support avaya com To configure the Interchange Intuity interface Log in to the Intuity interchange e To verify that the system is optioned for TCP IP digital ports select Customer Service Administration from the Interchange Main Menu e The VPNM ports will also be required for interfacing to the Voicemail Pro Ensure that the TCP IP networking is set up so that the machine can communicate to and from the Intuity Audix e From the Main Menu select Networking Administration gt TCP IP Administration e Make a note of the IP Address Subnet Mask and default Gateway IP Address The information will be required later in the setup Make sure that an entry exists with the data that corresponds to the information entered for connecting to the Interchange e From the Main Menu select Networking Administration gt Local Machine Administration To verify that there are equipped TCP IP ports for the networking to Intuity Audix and to Voicemail Pro e From the Main Menu select Networking Administration gt Networking Channel Administration The status should be Idle Information corresponding to the Intuity Audix information entered in Step 4
243. d default start points A Specific Start Points This folder contains the start points for users groups and short codes kai Users This folder contains start points set up for individual users When selected a list is shown in the details pane containing the mailbox owners names and the names of any call flows that have been assigned to the selected mailbox Other details shown include e The extension number associated with the mailbox e The size of the mailbox measured by the amount of space in KB that is taken up by the wav files in the specified user s mailbox folder e The number of new old and saved messages in the mailbox e The date when anyone last logged into the mailbox H a This is a user who has one or more start points configured It can be expanded to show the different start points Z Collect Used when the user rings voicemail Leave Used for calls to the user that are redirected to voicemail Callback Used when voicemail rings a user to inform them of messages in the user s mailbox For more information see Setting up Voicemail Pro Callback 194 Queued amp Still Queued Used when calls to the user are queued For more information see Personal Announcements 18 gt E Groups This folder contains start points set up for hunt groups When selected a list is shown in the details pane containing the mailbox owners names and the names of any call flows that have been assigned to the selec
244. d instead be applied through the first other added to the call flow Properties for Generic 3 2 x I General Entry Prompts Specific Reporting Results GP th X amp Y 1 Customs uto Attendant en 4fternoon Greetin WAN 0 0 Customs uto Attendant yen KeylnE xtension JV Allow prompts to be interrupted by Tones omes ee P Add Prompt Clicking 4P or double clicking an existing listed prompt starts the Voicemail Pro Wave Editor This tool allows you to record and play prompts through the Voicemail Pro server PC or through an extension on the IP Office system The dialogue that appears allows the selection of an existing prompt or the ability to specify a new file name and then record the new prompt For more information see Using the Wave Editor 23h Be Edit Prompt Edit the details of the currently highlighted prompt e X Delete Prompt Delete the currently highlighted prompt from the play list Note that the actual prompt file is not deleted from the server tt Move Prompt Move the position of the currently highlighted prompt in the play list e Allow prompts to be interrupted by Tones Allow the caller to press tone keys to make selections during the playing of the actions entry prompts The Edit Play List action can be used in call flows to re record a specified prompt This allows the creation of call flow options where the voicemail user can record prompts themselves to reflect changes in operati
245. d out how to set the location of this folder see Setting the Location of Voicemail System Files 10 To save configuration changes without making them live 1 Choose Save as to save the database as a vmp file with the name that you specify You can then copy the file to other systems To save configuration changes and make them live 1 Choose amp Save amp Make Live to save the settings in a file called Root vmp in the voicemail server folder If you are working remotely in Offline mode you are prompted to select whether to save your changes to the local database or to the remote server 5 4 Importing and Exporting Call Flows You can import or export all Voicemail Pro settings at once in database file mdb file or as individual modules A module file mod can contain one or several modules Importing and exporting might be useful when you are upgrading a system so that you do not need to recreate the settings or modules Important e Importing and exporting does not apply to prompts Prompts must be moved as separate items or re recorded e When you import a database file the contents of the existing database are replaced To export a file 1 From the File menu select Import or Export 2 Select Export call flows 3 Click Next 4 Enter the name of the file that you want to export Alternatively click Browse select the type of file to export either the entire database or a module and click Open Click Next Mod
246. d select Aa Assisted Transfer 2 Select the Specific tab Reporting Results M Assisted transfer to Mailbox Source of transfer displayed on phone Description displayed on phone ee ooo No answer timeout 30 Notify Caller of Transfer to Target e Destination Enter the number of the destination for the transfer This can include IP Office short codes or numbers specified by the current value of a Voicemail Pro system variable 21h such as KEY e Source of transfer displayed on phone The number to display on the destination phone if internal e Description displayed on phone The text description to display on the destination phone if internal e No answer timeout Sets how long in seconds the voicemail server should wait for the transferred call to be answered before following the No Answer results connection e Notify caller of transfer to target Voicemail Pro 4 1 If enabled the caller hears Transferring to followed by the associated mailbox name of the destination if available or otherwise the destination number This follows any prompts selected in the Entry Prompts list above Voicemail Pro Page 263 IP Office 15 601063 Issue 201 03 March 2009 Results En eR a The action has several possible results used if the call is not answered at the transfer destination Next No Answer Busy invalid Number MS CRM Call Data Tagging Call Data Tags enable advanced scenarios to
247. d the announcement make sure that the call flow module name is different from the hunt group name If voicemail is unavailable the call will not be transferred to the target hunt group Voicemail Pro Page 181 IP Office 15 601063 Issue 201 03 March 2009 4 9 2 Personal Announcements Voicemail Pro 4 0 supports personal announcements that are played when a caller is queuing against a user s extension number A call will be held in a queue when the user s extension is busy before passing to voicemail if voicemail is available Personal announcements are enabled in the same way as hunt group announcements 162 but using the User Announcements tab in IP Office Manager e If the user requires announcements only voicemail should be turned off for the user e Start points can be amended to include other actions Voicemail Pro 4 0 allows personal announcements to be customized using user Queued and Still Queued start points in the same ways as customizing hunt group announcements t6h For example a menu action could be added to the Still Queued start point giving users the option to continue to hold for the caller or to transfer to reception e If voicemail is on the announcements are played until the No Answer Time is reached The caller is then transferred to the user s voicemail The system default setting for No Answer Time is 15 seconds however it can be set for individual users Voicemail Pro Page 182 IP Office 15 601063 Issue 201 03
248. d working hours and then combined with the calendar to define exception days such as public holidays Within the voicemail call flow conditions can be checked by a test condition action and according to whether the condition is currently true or false callers can be routed to different actions For more information see Test Condition Action 27 amp Logic settings can be applied to both the whole condition and to the elements in a condition These can alter when a condition is true or false AND x The condition is true when all the elements are true for example both A and B are true x Il OR The condition is true when either element is true for example if the day is Monday or Tuesday I NOT x This logic element can be used to reverse the value e g return false when true of individual elements or of the whole condition Voicemail Pro Page 216 IP Office 15 601063 Issue 201 03 March 2009 Using the Voicemail Pro Client The Conditions Editor 5 9 1 Using the Condition Editor You can add elements 21 to existing conditions change the logicl2t of a condition and delete 21 elements and conditions To start the Condition Editor 1 Click the s icon You can also open the Condition Editor by pressing F6 or click Administration gt Condition Editor 2 When the Condition Editor is started any existing conditions are shown In the example there are no conditions Condition Editor 7 x OAX B
249. different message types will depend on the email client being used and is not controlled by the Voicemail Pro K Inbox Outlook Express File Edit View Tools Message Help ee wel OX SB OR BH n 7 f Folders t Subject Received 3 Outlook Express Trterrabyeice rrait fran Eta2at Local Folders Tnternabvoice maittronr Extr2ot Ga Inbox Etne Internabveice maitfrem Extn2d H Outbox Extn201 Internal voice mail from Extn201 24 01 2008 13 39 Gi Sent Items Extn201 Internal voice mail from Extn201 24 01 2008 14 27 Deleted Items Extn201 Internal voice mail from Extn201 12 02 2008 13 17 Drafts B Extn201 Internal voice mail from Extn201 12 02 2008 13 20 A voicemail Edao Internalveice maitfronrExtazot 2 02 200845 05 F Inbox ii cm cm E cma A a E Cmo A e A a E ma 8 message s 5 unread m Working Online wt No new messages Voicemail Pro Page 72 IP Office 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro UMS Web Services Installing the Voicemail Pro IMAP Server The IMAP server is installed as a standard part of the Voicemail Pro service installation It uses the IP address of the Voicemail Pro server PC and runs on the standard IMAP port 143 The only special consideration is to avoid having any other IMAP server running on the same PC Configuring the IP Office for IMAP 1 Start IP Office Manager 2 Receive the configuration from the IP Office associated with the Voicemail Pro
250. ding and voicemail operation Option 9 in the menu played to the caller allows them to change the callback number To exit a Get Mail or Play Configuration Menu action and follow the call flow to the next action the user should press O not supported for Get Mail in Intuity mode Voicemail Pro Page 195 IP Office 15 601063 Issue 201 03 March 2009 4 13 2 Outcalling The Outcalling feature is only available when using Voicemail Pro 4 0 in Intuity mode Voicemail Pro can be configured to send notification that a new message has been received in a user s mailbox It will call a specified number and when answered will prompt the user This is IP Office lt your name gt you have new messages To access your messages please enter your extension number and press hash To avoid further notification of these messages press If any other action is taken then the outcalling notification attempt is treated as unanswered Channel Restrictions e The Voicemail Pro server has restrictions on the number of channels it can use for different services The limits are separate for each of the services When a limit is reached further calls are delayed until one of the existing calls is completed Refer also to Voicemail Channel Reservation 103 e Outcalling can use up to 5 channels at any time e Conference center invitation calls can use up to 5 channels at any time e Callback calls can use up to 2 channels at any time e Alarm calls can use u
251. does not have any user accounts defined Therefore no remote Voicemail Pro Clients can connect You can use a local Voicemail Pro Client to add administrator or standard administrator users who can then connect using remote Voicemail Pro Clients For more information see Adding an Administrator 135 To log in to the Voicemail Pro Server 1 From the File menu select Login The Voicemail Pro Login window opens W mPro Login E x Please enter a User Name This is the name that the workstation software installed on this PC will use Login User Name FO User Password SCS Unit Names sever o r Browse IP Address Back OK Cancel 2 In the User Name field type a user name This is the name that the workstation software will use This should already be defined on the Voicemail Pro Server If the Voicemail Pro Server and Client are on the same computer you do not need to enter a user name to connect to the Voicemail Pro Server and perform administration tasks 3 In the Password field enter the password 4 In the Unit Name IP Address field type the name or the IP address of the server you want to connect to By default the IP address or name that was last used is already filled in If you are logging in to a different server and do not know the name or IP address click Browse Select from the list of available Voicemail Pro servers If you are logging in across a WAN you must type in the IP address
252. dow opens 9 Enter your settings for each form and click OK 10 Click Yes when asked if you want to start the Voicemail Pro service 11 Reboot the PC and verify that the services start properly and that the voicemail is fully functional 12 The new version of Voicemail Pro has been installed Test that the system is running by dialing 17 from any extension You should hear the mailbox announcement Voicemail Pro Page 399 IP Office 15 601063 Issue 201 03 March 2009 9 1 7 2 IMS Service Logging If IMS is installed the Systems Settings tab is available You can specify the level of service logging for the IMS Gateway Server service and the IMS Voice Server service Four levels of logging are available with increasing level of detail Typically logging is required only if IMS problems are being experienced and diagnosis is required The information is logged in the Event Viewer application To specify the level of IMS service logging 1 Open the Windows Control Panel 2 Select IP Office Voicemail Pro The IP Office Voicemail Pro window opens 3 Click the System Settings tab System Settings Path Settings Email Settings SMTP Email Settings These settings affect the services when they are running m Integrated Messaging Gateway Server Logging Level Some m Integrated Messaging Voice Server Logging Level None E 4 In the Logging Level boxes select the level to use for each of the IMS services
253. ds Calls 01 vp Driver Driver FF FF FF FF FF FF FF FF FF Y ethods Calls vmpip IMSAdmin IMSAdmin FF FF FF FF FF FF FF FF FF MIVA Nodes vmpif KeyServ KeyServ FF FF FF FF FF FF FF FF FF V Fired Nodes vmpif VMLite VMLite FF FF FF FF FF FF FF FF FF Y Outcalling wmpif iClaritySvr iClari FF FF 00 00 00 00 00 00 oc M Message Process 05 Mas ymprov5sve FF EF FF FF FF FF FF FF FA Z E Ps CAAA ntuity vmp MIPOffice TUI 08 vmp Voicemail Consol 09 vmp M Core Processing vmp M Registr vmp vmp vmp A vip amp mzc vp vmprov5s 09 5 2728 3916 calling Party Name Extn201 vmprov5s 09 5 2728 3916 Called Party Name vmprov5s 09 3 2728 3916 Locale eng does not_exist using alternative locale of i soundsManager walkTowAvDataC vmprov5s Oc 2 2728 3916 SoundsManager walkTowAvData vnprovos iC A SoundsManager walkTowAvData vmprov5s C Oc 2 2728 3916 SoundsManager walkTowAvData vmprov5s OQc 2 2728 3916 SoundsManager walkTowAvData vmprov5s Oc 2 2728 3916 Soundsmanager walkTowAvData rmmrorSe Ne 2 P7IR 201A Souindemananar wa Te Tawavnataly Bionocowoo 2 Select the module for which you want to increase decrease reporting 3 In the right hand panel adjust the level of reporting 4 Close the Configure Debug Filters window IMS Tracing IMS tracing is enabled through a number of registry keys The IMS server keys are set through HKE
254. e The copy of the call flow database that contained any customizations made to the default call flow needs to be restored 1 Start Voicemail Pro From the File menu select Import or Export The Import or Export Call Flows window opens Select Import Call Flows Click Next Click the Browse button and locate the file that contains the backed up call flows 2 3 4 5 6 Select the file and click Open 7 In the Import or Export Call Flows window click Next 8 Click Finish to start importing the database 9 Click Close to complete the import process 10 Click on Save and Make Live to save the Call flows The new version of Voicemail Pro has been installed Test that the system is running by dialing 17 from any extension You should hear the mailbox announcement 2 4 2 Upgrade from Version 3 2 You can directly upgrade versions of Voicemail Pro from Voicemail Pro 3 2 upwards However we still recommend that you follow the procedure for backing up the database before upgrading To upgrade from version 3 2 or higher 1 Insert the new IP Office Voicemail Pro CD The installation should auto start If it does not auto start click Browse to locate Setup exe on the CD and then run it The Choose Setup Language window opens Select the installation language The language selected is used for the installation Click OK You are asked This setup will perform an upgrade of IP Office Voicemail Pro Do you want to continue
255. e Address grid should contain the systems where those destinations reside The range of mailboxes that have permissions to send through the list is set in the permissions grid Voicemail Pro Page 432 IP Office 15 601063 Issue 201 03 March 2009 Appendix IP Office to Avaya Interchange 9 4 3 Configuring a DNS Server A Domain Name Service Server is not required for the messaging systems but may be a highly desirable way to centralize the mapping of names to IP addresses This section briefly describes the setup of DNS server used in this type of configuration To configure a DNS Server 1 From the Start menu of the PC running Microsoft Exchange Server select Programs gt Administrative Tools gt DNS If DNS is not available DNS needs to be installed from the Operating System CD 2 Check that there is an entry within the domain for each messaging hosts involved Configure each PC to use the DNS server to resolve names This is done in the Internet protocol TCP IP Properties form of each LAN interface 9 4 4 Verification and Troubleshooting The configuration can be tested by creating a message and forwarding it to the far end of the system Check that the message is received at the correct destination If the test fails one of the following procedures may isolate the problem Ping Test Make sure that you can ping all end points If DNS is used ping using the machine name SMTP Service Test and Name Determination Test tha
256. e Changing the Language of System Prompts 184 and User Defined Variables 21 Voicemail Pro Page 243 IP Office 15 601063 Issue 201 03 March 2009 6 5 Mailbox Actions al Mailbox Actions These actions relate to the leaving and collecting of messages from a mailbox hap Get Mail Action 245 Collect messages in a mailbox Leave Mail Action 246 Leave message in a mailbox m e Listen Action 24A Record to a mailbox amp Voice Question Action 24 Record response to a prompt e de Campaign Action 24 Access a campaign to read or leave messages Voicemail Pro Page 244 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Actions Mailbox Actions 6 5 1 Get Mail kp The Get Mail action allows access to the messages in the caller s mailbox or a specified mailbox The caller then has access to the standard mailbox features setup for that mailbox If the extension is a trusted extension the user does not have to enter their mailbox number and code For more information see Creating a Trusted Location 15 To add a Get Mail action 1 Click the Mailbox Actions icon and select hap Get Mail 2 The Specific tab is used to select either the caller s mailbox or mailbox option General Entry Prompts J Reporting Results Get message from Caller s mailbox Mailbox e Caller s mailbox The mailbox matching the start point of the call e Mailbox Select or enter t
257. e If no matches are found the caller is given the option to retry e If 10 or less matches are found the matching mailbox name greetings are played as part of a selection list i e Press 1 for press 2 for e If more then 10 matches are found the caller is prompted to either press to hear the first 10 or to dial more characters to reduce the number of matches If they select to play the list after each set of 10 matches they can either make a selection or follow the prompts for other options For a user to be included in the dial by name list they must e Have recorded a mailbox name e Not be marked as ex directory To add a Dial by Name action 1 Click the ei Telephony Actions icon and select B Dial by Name 2 In the Specific tab you can select from three types of names that will be included in the list Users set to ex directory through the Manager application are not included You can also select how the names will be sorted geozgessesesesogonsessee General Entry Prompts Specific Reporting Results Eeccececooceseseosecooed mHow should the dial by name work 7 Which names will be included in the list Only users C Only groups Both users and groups How will the names be sorted By last name By first name The action has True and False connection results If the caller does not make a selection the False result connection is used If the caller does make a selection
258. e Response Authentication set 120 Use DNS 430 Use Port 366 369 user attempting 145 User Cannot Change Password 368 User Defined Fax Number 125 User Defined Variable menu 276 User Defined Variables 202 213 User Details 367 User Locale 154 184 185 187 188 Changing 184 User Name Recordings 346 user presses 171 User Properties select 379 User Source Numbers Configuring 101 User Start Points 145 users DTMF 319 Users Name 394 409 417 userconfiguration htm 99 UserlD 90 Username 392 409 Users Access 150 153 194 Giving 152 Users Button Access Giving 150 users including users 158 Users Owners 184 User s PC 364 365 380 392 393 Users Voicemail Access Giving 153 Using Cached Mode 412 Using DSS Keys 171 Using IP Office Manager 66 70 Using Short Codes 171 Access Voicemail 143 Using Start Points 208 Using VB Script 272 310 Using Visual Voice 149 Voicemail Pro IP Office Using VM 144 Using Voicemail 101 162 165 182 196 Give Error Messages 105 Using Windows Explorer 43 utilisation view 103 V VAR 211 231 311 316 325 329 334 VAR voicemail 316 variable As String 334 variable matches 255 277 Variable Property 316 Variable Routing 255 Variable Routing Action 226 255 VB Action 315 VB Script Action 226 272 310 VB Scripting 311 add 272 310 VBS 312 VBScript 314 enter 272 310 Use 272 310 VB Script 315 VBScripts 311 VCM 62 verb gt record lt partofsp 67 Verification 433 Version 3 2 41 42
259. e Return Value The number of messages of a particular type within the mailbox Voicemail Pro Page 321 IP Office 15 601063 Issue 201 03 March 2009 8 1 2 12 GetMessagePriority Method The GetMessagePriority method is used to determine whether the message was left with priority Voice GetMessagePriority mailbox As String message As String As Boolean e Parameters e mailbox The mailbox that the message belongs to e message The message to query e Return Value True if the message was left with priority otherwise False 8 1 2 13 GetMessagePrivate Method The GetMessagePrivate method is used to determine whether the message was left with privacy Voice GetMessagePrivate mailbox As String message As String As Boolean e Parameters e mailbox The mailbox that the message belongs to e message The message to query e Return Value True if the message was left with privacy otherwise False 8 1 2 14 GetMessageStatus Method The GetMessageStatus method is used to obtain the state of the message within a mailbox Voice GetMessageStatus mailbox As String message As String As String e Parameters e mailbox The mailbox that the message belongs to e message The message to query The message name format should be Accounts mailbox message for example Accounts Extn247 MSGO0004 e Return Value The state of the message within the mailbox N for new O for old S for saved Voicemail Pro Page 322
260. e Specific tab the mailbox to record that the name is to be recorded for is selected Caller s mailbox The mailbox matching the start point of the call Mailbox Select or enter the name of the target mailbox Record Name Connect the result Next to a relevant action For an example of the action in a call flow see Adding aie Ma a Record Name Module 348 Next Voicemail Pro Page 251 IP Office 15 601063 Issue 201 03 March 2009 6 6 3 Play Configuration Menu ry The Play Configuration action allows various users or hunt group settings to be altered Because of the nature of this action it should always be protected by a PIN code in its General tab An example of a call flow using the Play Configuration Menu action is given in the Remote Voicemail Notification section The options given when a caller accesses this action are For a user For a hunt group 1 Edit forwarding number 1 Set voicemail on off 2 Edit follow me number 2 Edit voicemail code 3 Set call forwarding 3 Set voicemail email mode 4 Set voicemail on off 4 Set service mode 5 Set do not disturb 6 Edit voicemail code 7 Edit voicemail reception 8 Set voicemail email mode 9 Edit voicemail callback number Any changes made using this type of action are written to a file called AuditTrail txt on the Voicemail Server PC The file includes the time date details of the change and the CLI of the caller making the change To add a Play C
261. e The Voicemail Pro Client e The Voicemail Pro Server installed as a Service on Windows 2003 XP Professional e Help files and wav files for the Voicemail Prompts in English e Help files and wav files for the Voicemail Prompts in the Language closest to that of the target machine locale Typical Installation Choose the Typical option to install the most commonly used Voicemail Pro features This option is recommended for most users e Everything in the compact installation e Voicemail Pro Campaign Web Component e All languages Custom Installation Choose the Custom option if you would like to choose the Voicemail Pro features to install This option is recommended for advanced users only The following features are pre selected and will be installed unless you choose not to install them e Voicemail Pro Client e Voicemail Pro Server installed as a Service on Windows 2003 XP Professional e Voicemail Pro Campaign Web Component e Help files and wav files for the Voicemail Prompts e Help files and wav files for the Voicemail Prompts in the Language closest to that of the target machine locale e Other supported language options Voicemail Pro Page 27 IP Office 15 601063 Issue 20 03 March 2009 2 2 1 Installing Compact Voicemail Pro Server and Client If you are upgrading an existing Voicemail System see Upgrading a Voicemail Pro System 4 The compact basic installation of Voicemail Pro provides e The Voicemai
262. e Voicemail Lite server program 2 Open the Windows Control Panel and select Add Remove Programs 3 Select IP Office Admin Suite and click Change The Welcome to the Installshield Wizard for IP Office Admin Suite window opens 4 Click Next The Program Maintenance window opens 5 Select Modify and click Next 6 In the list of selected Features click the option Voicemail Lite and select This feature will not be available oice Mail Lite Y y The feature Voicemail Lite will have a red cross by the name e Important Do not uncheck any other boxes as this will also remove those features 7 Click Next The Ready to Modify the Program window opens 8 Click Install The Voicemail Lite program will be removed which may take several minutes 9 Click Finish to exit the InstallShield Wizard 10 Click Close to close the Add Remove Programs window 11 Remove any shortcuts to VMLite exe from Start gt Programs gt Startup 2 Install the New Software The next step is to install the Voicemail Pro software For more information see Installing Voicemail Pro Overview 184 and then refer to the sections that relate to the type of Voicemail Pro that you intend to install 3 Move the Voicemail Lite Folders This must be done before users start to use Voicemail Pro As part of the upgrade procedure you need to move the Voicemail Lite folders that contain any existing voicemail messages and mailbox greetings This stage copies the existing
263. e a log of SMTP activity For a default Voicemail Pro installation the activity is logged in a file in C Program Files Avaya IP Office Voicemail Pro VM logs The file name includes a date stamp for the day on which it is generated Enabling SMTP Error Reporting 1 2 3 DOYS Stop the Voicemail Pro service Start the Registry Editor Locate the registry key This differs depending on the version of Voicemail Pro Voicemail Pro 3 2 Locate the key HKEY_LOCAL_MACHINE SOFTWARE Network Alchemy Voicemail Directories Voicemail Pro 4 0 Locate the key HKEY_LOCAL_MACHINE SOFTWARE Avaya Media Services Directories From the menu bar select Edit Select New and then String Value Enter SMTPLogging Right click on the new registry key SMTPLogging and select Modify Set the value to 1 Close the Registry Editor 10 Restart the Voicemail Pro service SMTP Error Codes pas ec 1 An exception has occurred 3 The process has run out of memory 4 An error has occurred due to a problem with the message body or attachments 5 There was a problem initiating the conversation with the mail server Ensure the setting of the Domain property is correct 6 There was an error terminating the conversation with the SMTP mail server 7 The From address was not formatted correctly or was rejected by the SMTP mail server Some SMTP servers will only accept mail from particular addresses or domains SMTP mail servers may also reject a fr
264. e action has additional text added so that the currency can be spoken In this example pounds are used e The text can include SAPI XML tags to modify how it is spoken see TTS SAPI Controls 674 The Speak Text action only has the result Next which needs to be connected to a suitable action For example the text spoken could confirm an option choice The next action could be a Return action Next to take the caller to another call flow For more information see Return Action 24 J For examples of the action in a call flow see e Entering Details in to the Database 34 e Returning Data from the Database 34 Voicemail Pro Page 239 IP Office 15 601063 Issue 201 03 March 2009 6 4 3 Menu 3a wm The Menu action allows you to specify DTMF tones for which you want to create connections to following actions For example a menu can be created that gives callers a choice of transfer locations Each Menu action supports a maximum of 15 branch options To add a Menu action x 1 Click the wik Basic Actions icon and select Gum Menu Settings For Menu actions the Specific tab is replaced with the Touch Tones tab Properties for Menu General Entry Prompts Touch Tones Reporting Results ap x rOoO WON OOF wh OOOOOOOO0000 Invalid Input Handling 0 No of Retries v Timeout 0 Invalid Entry e 0 9 Use the dialing digits check boxes to indicate the DTM
265. e as the Remote Machine Name then enter the values as shown Machine Type VPIM Avaya Interchange n Mailbox ID Length 5 Failed Msg Notification Priority n Msg ID y Send Message for Warning n e Select the Details key to enter the following details e Subscriber Updates Type dynamic e Voiced Names for Dynamic y e Use DNS n e Domain Name Enter the domain name 5 If the Voicemail Pro Dial Plan length is shorter than the Interchange Dial Plan select Interchange Administration gt Remote Machine Administration gt Dial Plan Mapping Follow the instructions in Avaya Interchange Release 5 4 Adding a VPIM System to Your Network to map from the shorter length to the longer length dial plan 6 Add the subscribers for Voicemail Pro The following is one of several ways that this can be done Select Interchange Administration gt Remote Machine Administration gt Dial Plan Mapping Select the Voicemail Pro as the Remote Machine and then select Options Select Add Subscribers from range Only mailboxes that are eligible to receive messages should be included Subscriber entries can be checked from interchange Administration gt Subscriber Administration gt Subscriber Lists gt By Remote Machine Name From Choices select the Voicemail Pro PC name to see the list of known subscribers Voicemail Pro Page 431 IP Office 15 601063 Issue 201 03 March 2009 Directory View in Interchange for Intuity Audix and Voicema
266. e blank Force Account Code Leave blank 2 After merging this back into the IP Office users can dial 75 to access dial by name They can also transfer callers to this call flow 3 The short code can be added a SoftConsole or DSS button In addition an Incoming Call Route could be used to direct specific external calls direct to the function for example if you had a specific external number used by employees to ring in when off site Voicemail Pro Page 347 IP Office 15 601063 Issue 201 03 March 2009 8 3 2 Adding a Record Name Module This module allows users to record re record their mailbox name This or a similar module is necessary if Voicemail Pro is using IP Office mailbox mode However it is still useful if the Voicemail Pro is using Intuity mailbox mode as it gives users quick access to re record their name Modules gt Record Name Newt i t a 3 DD Record Name Record Name ex Next 1 In Voicemail Pro a new module called Record Name was added 2 A Record Name action was added 3 In the General tab of the Record Name action s properties we set the Pin as The means that caller s must enter their voicemail code in order to use the action Properties for Record Name 2 x General Entry Prompts Specific Reporting Results Token Name Record Name Description Cea He 4 The Specific tab was left set to the Caller s Mailbox 5 The module was saved and made live To add a
267. e configuration Send the new configuration to the IP Office system 3 Reload the IP Office configuration into IP Office Manager and check that the status of the license has changed to Valid 4 The Voicemail Pro installation includes the default Microsoft TTS engines Microsoft Sam Mike Mary and Simplified Chinese as standard If another third party SAPI 5 compatible TTS engine is going to be used install that software 5 If the system is licensed for generic TTS Voicemail Pro will automatically discover any SAPI 5 installed engine If there is no 3rd party engine installed then the Microsoft 3rd party engine is used 2 7 2 Installing Avaya Text to Speech The Avaya TTS engine for Voicemail Pro is supplied on a set of CDs Each CD contains a different set of languages However in each case CD 1 is required to start the TTS engine installation process To install Avaya Text to Speech 1 Install and test Voicemail Pro as normal 2 Using IP Office Manager add the VM Pro TTS ScanSoft license into the IP Office configuration Send the new configuration to the IP Office system 3 Reload the IP Office configuration into IP Office Manager and check that the status of the license has changed to Valid 4 Insert the first Avaya TTS CD The installation should auto start 5 Follow the prompts and install the required languages Depending on the languages that you select instructions to insert the other CDs in the set may follow 6 If
268. e playback e Example Sub Main dlgid dim registration Set Voice CreateObject vmprov5 voicescript registration Voice Register dlgid if registration Then dim key key Voice PlayDigits 12345 end if End Sub Voicemail Pro Page 327 IP Office 15 601063 Issue 201 03 March 2009 8 1 2 29 PlayLocaleWav Method The PlayLocaleWav method is used to play a wave file through voicemail to the active connection taking into account the system locale Voice PlayLocaleWav wav As String wait As Boolean True interruptables As String Any dlgid As Long 0 As String e Parameters e wav This contains the name of the wave file to be played and is of the following format e GREETING greeting Plays out the greeting stored within the greetings directory the WAV extension is automatically appended e ACCOUNTS mailbox message Plays out the message stored within the specified mailbox the WAV extension is automatically appended e CAMPAIGN campaign message Plays out a campaign message stored within the specified campaign the WAV extension is automatically appended e If the fully qualified path is specified drive path file then the full specified path name is used otherwise the file is relative to the specified locale within the WAVS directory e wait This is an optional parameter specifying whether voicemail should return immediately or wait until the wave file has b
269. e proposed folder The Messaging Components window opens 10 In the Messaging Components window highlight Voicemail Pro Full 11 Click Next The Setup Type window opens 12 In the Setup Type window select Compact 13 Click Next The Service Account Name window opens Details of the default administrator account are already filled in 14 In the Service Account Name window type the User Name and Password for the user account under which the Voicemail Pro service should log on and run This should be the Voicemail account created previously on the domain and Exchange server Alternatively click Browse and select from the list of available PC or network accounts 15 Click Next The Select Program Folder window opens By default the program folders are created in a folder called IP Office You can specify a different folder or select one from the list of existing folders To specify a different folder type the folder name in the Program Folders box Alternatively to use an existing folder highlight a name in the list of existing folders 16 Click Next The account details that you have entered are verified 17 If you entered a new user name a message is displayed to ask if you want to create a new PC user account with the specified name and password Click Yes 18 Click Next A summary of the components that are about to be installed is shown Check that this list is as expected If for any reason the details are not what you expect
270. e sent to wgctechpubs avaya com 2009 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 Voicemail Pro Page 460 IP Office 15 601063 Issue 201 03 March 2009
271. e used for that purpose The same module can also be used by Intuity mode mailbox systems to let users re record their names For more information see Adding a Record Name Module 348 Voicemail Pro Page 346 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Examples Dial by Name 8 3 1 Example Call Flow In this example after selecting a name using the Dial by Name service the caller is transferred to the matching extension If that extension doesn t answer or is busy the caller is transferred to leave a message Modules gt Dial by Name T No Answer oY ar Success us 2 Failure 1 In Voicemail Pro a new module was added called Dial by Name 2 From ci Telephony Actions the B Dial by name action was added 3 From S Telephony Actions an Assisted Transfer action was also added In its properties Specific tab the Mailbox was set as KEY 4 The B Dial by name action s True result was connected to the Assisted Transfer action 5 From a Mailbox Actions a I Leave Mail action was added Again in its Specific tab the Mailbox was set as KEY Links were added from the Assisted Transfer action s No Answer and Busy results to this action To add a short code 1 In IP Office Manager a new system short code was added For this example we chose 75 and then entered the details as shown below as Code 75 Feature Voicemail Collect Telephone Number Dial by Name Line Group Id 0 Locale Leav
272. e used to pass information to MS CRM see Assisted Transfer 263 Notify caller of transfer to target Voicemail Pro 4 1 If enabled the caller hears Transferring to followed by the associated mailbox name of the destination if available or otherwise the destination number This follows any prompts selected in the Entry Prompts list above Results A Transfer action normally has no results Voicemail Pro Page 258 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Actions Telephony Actions 6 7 5 Whisper W the Whisper action plays a recording to an extension That extension can then either accept or reject the call Normally the recording played is the result of a preceding Voice Question action though a Listen action can also be used To add a Transfer action 1 Click the ei Telephony Actions icon and select Pi Whisper 2 Select the Specific tab General Entry Prompts Specific Reporting Results Whisper Play recording to Source of transfer displayed on phone Description displayed on phone No answer timeout 30 Prompts played before the recording Prompts played after the recording moo I Aae mo I fs pE PX ay tb de K ap 3 Enter details in the fields Play recording to Enter the extension that is rung with the caller s recording Source of transfer Select the number to display on the target phone Description Enter a call description to display
273. e wave file has been played first interruptables This is for future development and should be left as default digid The connection ID as passed in to the script Return Value The key press that was used to terminate the playback Example Voicemail Pro Page 329 IP Office 15 601063 Issue 201 03 March 2009 Sub Main dlgid dim registration Set Voice CreateObject vmprov5 voicescript registration Voice Register dlgid if registration Then dim key key Voice PlayWav test True Any end if End Sub Voicemail Pro IP Office dlgid Page 330 15 601063 Issue 201 03 March 2009 Voicemail Pro Examples Using VB Script 8 1 2 31 RecordMsg Method The RecordMsg method is used to record a user s speech input to the specified file Voice RecordMsg recording As String maxtime As long interruptables As String Any appendtofile As Boolean False dlgid As Long 0 playbeep As Boolean False As String e Parameters e recording This contains the name of the file for the recording to be stored to and can be in the following formats e GREETING greeting Stores the recording in the specified file within the greetings directory e ACCOUNTS mailbox message Stores to the specified message within the specified mailbox e CAMPAIGN campaign message Stores to the specified message within the specified campaign e If the fully qualified path is specified drive p
274. e whether or not to set the Use Challenge Response Authentication option 31 Click Finish An attempt is made to validate the email settings An error message is displayed when the attempt to connect with an SMTP server fails 32 Click OK to acknowledge the message You have now finished installing the Voicemail Pro Server and Client software See Starting the Voicemail Pro Server 364 Voicemail Pro Page 30 IP Office 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro Basic Voicemail Installation 2 2 2 Installing Typical Voicemail Pro Server and Client If you are upgrading an existing voicemail system see Upgrading a Voicemail Pro System 414 This typical installation of Voicemail Pro provides e The Voicemail Pro Client e The Voicemail Pro Server as either an executable program or a service e Web campaign components including the IIS web server if it is not already installed e Options to install Help files and wav files for the Voicemail Prompts in all supported languages The process for installing a typical Voicemail Pro comprises the following key steps 1 Completing the pre installation steps described in this section 2 Installing the Voicemail Pro software as described in this section 3 Configure Window 2003 to work with Web Campaigns For more information see Configuring Windows 2003 to Work with Web Campaigns 354 Before you begin 1 Log on to the server PC using the account under which you in
275. eases by 1 The message is then sent from the IMS mailbox to the user s mailbox whose Total Items increases by 1 By default there should be no messages left in the IMS mailbox Voicemail Pro Page 397 IP Office 15 601063 Issue 201 03 March 2009 9 1 7 Maintenance 9 1 7 1 Upgrading Upgrade from Voicemail Pro below version 3 2 It is important that the settings of an existing Voicemail Pro are exported before any upgrade Although folders that contain prompts and messages are not affected by the upgrade process the editable version of a customer call flow is lost Make sure you are logged in as the IMS account To upgrade from below Voicemail Pro version 3 2 to version 4 0 1 Export the Database Before removing Voicemail Pro as part of an upgrade you must create a backup copy of the call flow database This will contain any customizations made to the default call flow 1 1 Start the Voicemail Pro Client 1 2 From the File menu select the option Import or Export 1 3 Select the option Export call flows and click Next 1 4 Enter a file path and file name ending in mdb for example C temp backup mdb Click Next 1 5 Click Finish to start the export then click Close to complete the export procedure 1 6 Close the Voicemail Pro Client 1 7 The next step is to back up the registry so that you do not lose any Voicemail Pro settings from the previous version 2 Back up the Registry Any registry settings that are associated with Voi
276. ecorded to VRL The maximum record length is 3600 seconds 60 minutes 4 Click OK 5 Click Save amp Make Live 4 8 3 Voice Recording Library VRL Voice Recording Library VRL operation allows the Voicemail Pro to transfer specific users who are automatically or manually recording calls to a third party application It can also be selected as the destination for calls recorded via a Leave Mail action in a call flow Currently this mode of operation is only supported with Avaya IP Office ContactStore This application provides tools to sort search and playback recordings It also supports the archiving of recordings to DVD e Installation and configuration of VRL with IP Office ContactStore is documented separately e VRL is a licensed feature It requires entry of a valid Voice Recording Administrators license into the IP Office configuration e The VRL application must be configured to store recording on a separate partition drive or PC from the Voicemail Pro This is necessary to ensure that the long term storage or recording archives and space available for mailbox messages do not conflict Voicemail Pro Page 170 IP Office 15 601063 Issue 201 03 March 2009 Administration Recording Calls 4 8 4 Manual Call Recording There are several ways to start manually recording a telephone call Phone Manager Pro Users can initiate call recording using Phone Manager Pro when they are working in Agent Mode The recording feature is
277. ect Properties and select the Network Identification Tab 4 On the server PC select Administrative Tools gt Computer Management gt Groups 5 Select Add From the Look In list select the domain name 6 Inthe Name window highlight the IMS account and click Add Click OK twice 7 Log out and log back in with the IMS account 8 On the desktop right click the Outlook icon and select Properties to configure the IMS Account 9 On the Mail Properties gt General Screen click Add 10 Check the Microsoft Exchange checkbox and click Next 11 Type in the Exchange servers name in the Server field and IMS account in the Mailbox field Please note if using Outlook 2003 uncheck Cache Mode Click Next 12 Select No when asked if you travel with this computer Click Next 13 Click Finish 14 Highlight the MS Exchange Settings and click Properties 15 Highlight Microsoft Exchange Server and click Properties 16 Click Check name and ensure the name is resolved 17 If the name is resolved select Apply Click OK twice and then click Close 18 Do not continue until the name has been correctly resolved with the Exchange Server If the name is not correctly resolved check the Exchange and Mail account details with the Exchange Administrator 19 Open Outlook and select Yes to register Outlook as the Default eMail application 20 Verify that you can send and receive emails 21 Only when you have completed the above process should you pro
278. ect the Specific tab General Entry Prompts Specific Reporting Results Enter YBScript Sub Main digid dim registration Set Yoice CreateObject vmprov5 voicescript registration Yoice Register diaid if registration Then a end if End Sub J Expand Line 1 Remaining Characters 1000 Enter VBScript In the Script area enter the VBScript as required Details of the System variables and COM methods that are supported are accessible by right clicking in the VBScript area This script can contain a maximum of 1000 characters Expand Check Expand to view a larger script area Syntax Check Click the Syntax Check button to check your input for any errors VBSc This action has two results for which connections to following actions can be made The results are a based on the Scripting entered in the Specific tab Success Failure a Voicemail Pro Page 272 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Actions Miscellaneous Actions 6 8 7 Remote Call Flow a The Remote Call Flow action allows a call flow in the form of a vmp file developed elsewhere to be included in an existing call flow The aim of this action is to allow call flows developed by other applications such as the IP Office Wizard to be placed on the Voicemail Pro server and included in its customized call flows To add a Remote Call Flow action 1 Click the D Miscellaneous Actions icon
279. ecurity for reference tracking can be provided if authentication is used and that the default impersonation level is not anonymous r Enable Distributed Com on this computer Default Authentication Level set to NONE Default Impersonation Level set to Impersonate 8 Reboot the PC Voicemail Pro Page 391 IP Office 15 601063 Issue 201 03 March 2009 9 1 6 3 Installing the IMS Client Software To install the IMS Client software 1 Do not proceed with this process until you have completed the steps in Adjusting DCOM Settings 38t 2 Copy the IMS Client installer package to a CD or map a network drive to the folder as follows VMProIMSPC IMSClient This is done automatically when you install IMS on the Voicemail Pro IMS server 3 Log on to the user s PC using the user s account 4 Verify that the user has local administrative rights to be able to install the software Once installed they should not need administrator rights to use the application Save and close all other applications prior to installing as a reboot will be required Depending on where it is located double click the IMSClient exe file Choose the preferred Language and select OK Click Next until you see the IMS Connection Information window oO N Q U Enter the following information Voicemail Mailbox This is the entry as it appears in the Username field of the IP Office User Profile Screen This is case sensitive If this inf
280. ed Send 429 non Administered Recipients Send 429 NONE 381 None No 117 400 None No logging recorded 117 400 Non Intuity Prompt 301 Normalize Queue Length 165 Normally IMS 362 Notepad window 210 Notification Priority 430 Notify 133 230 258 262 263 415 Notify Me 415 noun gt record lt partofsp 67 November 288 301 NT login 409 O Observing IMS Exchange Mailbox Operation 397 ODBC 336 OldMsgs 311 314 OldMsgs Property 311 314 OLE DB Provider Select 281 on Component Services 381 on configuring outcalling 288 Voicemail Pro IP Office on identifying campaign 351 on Incoming 166 284 285 on incoming message 301 on outgoing calls 103 on off 99 157 Online Mode 133 140 Open and or 226 Open Database Connectivity 336 Open Door 226 add 269 Open Door Action 226 269 Open Voicemail Pro 182 372 Operating System Support 366 Operating System CD 433 Options key Select 430 Other Files Including 204 Other Firewalls 393 other operating systems 366 out according 202 outcalling administration 288 outcalling destination 288 Outcalling feature 196 OutCalling features 193 outcalling number 288 outcalling option 288 outcalling options 113 197 288 Outcalling Preferences 42 398 Setting 113 197 Outcalling tab 113 197 Outcalling window return 113 197 outcalls 288 Outgoing emails 120 Outgoing Group ID 64 Outlook 2003 364 368 412 Outlook 2003 uncheck Cache Mode 368 Outlook 97 364 Outlook Cached Exchange
281. ed are verified If you entered a new user name a message is displayed to ask if you want to create a new PC user account with the specified name and password Click Yes The Select Program Folder window opens Select the program folder where you would like the icons for the Voicemail Pro components to be added By default the program icons are added to IP Office Click Next A summary of the components that are about to be installed is shown Check that this list is as expected Check that the required languages are listed English is always listed in addition to the selected installation language If for any reason the details are not what you expect click Back and make the necessary changes When you are satisfied that the details are correct click Next to start copying the files The Setup Status window opens to keep you informed while the installation takes place When the installation is complete you are prompted to restart the computer Choose Yes I want to restart my computer now Click Finish to restart When the computer restarts log back in When the server PC has restarted the IP Office Voicemail Pro Email Settings window opens so that you can specify the name of the email account to use for outgoing SMTP e mails from the Voicemail Pro server In the Accounts Details box type the name of the email account to use Alternatively click Browse and select an account to use Click Next IP Office Voicemail Pro SMTP Email Sett
282. ed to voicemail cannot be determined or does not fit the criteria above the Default route is used Voicemail Pro Page 257 IP Office 15 601063 Issue 20 03 March 2009 6 7 4 Transfer The Transfer action transfers the caller to the extension that matches the mailbox selected This is a blind transfer if the call returns to the voicemail server again for example if unanswered it will be treated as a new call More advanced transfers are done using either a Call List Action 26 or Assisted Transfer Action 26 To add a Transfer action 1 Click the ei Telephony Actions icon and select Transfer 2 Select the Specific tab type of select the target extension or group that you want to ring in the destination field General Entry Prompts Specific Reporting Results M Transfer call to Destination 201 i Source of transfer displayed on phone Description displayed on phone ee ooo J Notify Caller of Transfer to Target Destination Enter the number of the destination for the transfer This can include IP Office short codes or numbers specified by the current value of a Voicemail Pro system variable 21h such as KEY Source of transfer displayed on phone Voicemail Pro 4 1 The number to display on the destination phone if internal Description displayed on phone Voicemail Pro 4 1 The text description to display on the destination phone if internal Call data tagging can also b
283. ee connection If you do connect this action to a following action the connection will not be used Voicemail Pro Page 242 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Actions Basic Actions 6 4 5 Disconnect e The Disconnect action disconnects the caller To add a Disconnect action 3s e 1 Click the i Basic Actions icon and select Disconnect The caller will be disconnected when they reach this point of a call flow 6 4 6 Home a The Home action returns the caller to the start point of the calls entry into voicemail The PIN option in the General tab is not used for this action To add a Home action 1 Click the i Basic Actions icon and select on Home Connect an action to the Home action The caller will be returned to the start point of the call entry into the voicemail For an example of the action being used in a call flow see Using a Play Configuration Menu Action 19 6 4 7 Module Return AX The Module Return action is used within modules only It creates a connection point from the module to subsequent actions within any call flow that uses the module A module can use several Module Return actions if necessary The Module Return action has no properties To add a Module Return action 1 Click the i Basic Actions icon and select A Module Return A Module Retum Connect an action result to the Module Return action For examples of the action being used in a call flow se
284. eeees 7 2 English Non Intuity Prompts 8 Voicemail Pro Examples 8 1 Using VB Scripta cece sirsie iissa 8 1 1 VBScript Properties ec eeeeeeeeseeeteeeseeeees 8 1 2 VBScript Methods e ce eeceeeeeeeseeeseeeneeeeeeeees 8 2 IVR Connecting Voicemail Pro to a Database 8 2 1 Ex Mpe e ar aa a ea aaa Aea paana ita 8 3 Dial by NaMe inr daa athe chen 8 3 1 Example Call FIOW cceceesceeeseeeseeeneeeneeeees 8 3 2 Adding a Record Name Module 0 8 3 3 Using the Name Table 8 3 4 Changing Full Names eeeseeseeeseeeeeees 8 4 Campaigns iaee a a Mah he dee 8 4 1 Managing Campaigns ccceeseeseeeteeeeeees 8 4 2 Customer Prompts eecececceeeeeeseeeeteeeeneeeeeeeees 8 4 3 Customer MeNu cccceeceeeceeeeeeeeeeesseeeeneeeneeeeas 8 4 4 Campaign Identification 0 ce eeeeeeeeeeeeereeeee 8 4 5 Granting Access to a Campaign eee 8 4 6 Using the Web Campaign ccceeeeeeeee 9 Appendix 9 4 Installing IMS isa i aoee 9 1 1 IMS Limitations eee eeeeseeseeeeseeeneeneneetees 9 1 2 IMS Components eeceeeeeeseeeeeeeeseeeeeeeneeeees 9 1 3 IMS Client PC Requirements 9 1 4 IMS Server PC Requirements ceeeeee 9 1 5 IMS Server Installation cceceeeeeeteeeeeeeees 9 1 6 IMS Client Installation cee eeeeeeeeeneeeeeeeee 9 1 7 Maintenance eee cceeseeeeesceeeeseeeeeeeeeeeeeneeneeee 9 1 8 KNOWN ISSUGS cceseeeee
285. een played first e interruptables This is for future development and should be left as default e digid The connection ID as passed in to the script e Return Value The key press that was used to terminate the playback Voicemail Pro IP Office Page 328 15 601063 Issue 201 03 March 2009 Voicemail Pro Examples Using VB Script 8 1 2 30 PlayWav Method The PlayWav method is used to play a wave file through voicemail to the active connection Voice PlayWav wav As String wait As Boolean True interruptables As String Any dlgid As Long 0 As String e Parameters e wav This contains the name of the wave file to be played or the name of a system parameter to be spoken The following formats are allowable e NAM Plays the recorded name for the mailbox if one has been recorded If a name has not been recorded then optional TTS can be used providing it has been licensed e TIME hh mm ss Y dd mm yy Plays out the specified time and date The hours to speak must always be specified and optional the number of minutes seconds day month and year For example TIME 11 Speaks AT ELEVEN HOUR HUNDRED TIME 11 55 Speaks AT ELEVEN HOUR FIFTY FIVE TIME 11 55 13 Speaks AT ELEVEN HOUR FIFTY FIVE TIME 11 55 Y Speaks YESTERDAY AT ELEVEN HOUR FIFTY FIVE TIME 11 55 13 Y Speaks YESTERDAY AT ELEVEN HOUR FIFTY FIVE TIME 11 55 21 09 03 Speaks AT ELEVEN HOUR FIFTY FIVE 1SEC PAUSE DATE
286. egration between the voicemail server and the MAPI email client depends on whether the voicemail server is part of a work group or a domain This guide contains examples for both approaches The MAPI process described in this guide was based on Microsoft Windows 2000 Professional with Microsoft Outlook 2000 and Microsoft Outlook Express 5 5 Steps may differ depending on the version of Windows and email client used 2 5 1 Installing VoiceMail Pro for SMTP Voicemail Email To install Voicemail Pro for SMTP Voicemail Email 1 Obtain details of an email account that the Voicemail Pro service can use from whoever administrates the customer s email server The details required are e Email address e Server SMTP address e Account user name and password Install the Voicemail Pro software as required After the server PC restart enter the Voicemail Pro SMTP email account settings when requested 4 Configure the appropriate user accounts with the user s email address For more information see Configuring Email Users and Groups for Voicemail Email Voicemail Pro Page 44 IP Office 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro Voicemail Email Installation 2 5 2 Domain Member 2 5 2 1 Installing VoiceMail Pro for MAPI VoiceMail Email as a Domain Member Before you start to install the Voicemail Pro software you must 1 Create a voicemail domain account For more information see Creating a Voicemail Domain Account 45 gt
287. elect vats Queue ETA 2 Select the Specific tab This tab may include any further prompts to be played to the caller after they hear their ETA General Entry Prompts Specific Reporting Results Queue estimated time to answer The prompts will be played in the following order 1 Any items defined in the Entry Prompt page 2 The estimated time of answer 3 Any prompts defined below op X ay res el Offer waw 3 The Entry Prompts tab should include any prompts to play to the caller before they hear their ETA For more information see Entry Prompts Tab 230 Connect the result Next to a relevant action Page 284 Voicemail Pro IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Actions Queue Actions 6 11 2 Queue Position the Queue Position action plays the caller their position within the queue of calls for the group The queue position is supplied by the IP Office when it requests a queue or still queued message is played to a caller e In Incoming Call Route Priority The IP Office supports a configurable Priority setting 1 2 or 3 on its Incoming Call Routes In situations where calls are queued high priority calls are placed before calls of a lower priority This has a number of effects e Mixing calls of different priority is not recommended for destinations where Voicemail Pro is being used to provided queue ETA and queue position messages to callers since those values
288. elephony Operation Mode All users should be made aware that messages may be automatically deleted after a period of time If a user does not want a message to be automatically deleted the message can be saved Mailbox owners can find out about saving messages in the user guide for their type of mailbox After a user has logged into their mailbox the Voicemail Pro Server offers two sets of mailbox controls e IP Office This is the default mode used and matches the features of Voicemail Lite e Intuity This is IP Office Intuity emulation mode Intuity is a mailbox interface used on a range of Avaya voicemail systems In Intuity emulation mode Voicemail Pro supports a range of Intuity features but not all Intuity features For full details of those Intuity features supported by Voicemail Pro refer to the IP Office Intuity Mailbox User Guide e If the Regional Setting of the server onto which Voicemail Pro is installed is English United States Voicemail Pro defaults to Intuity mailbox operation The prompts provided to a mailbox user are determined by the user s Locale setting as set through the IP Office Manager Note that on some phones users can change their language setting themselves Mailbox owners should refer to the user guide for their type of mailbox For information about supported languages see Supported Lanquages 144 All users can use the following default short codes e 17 Access their mailbox from their own extension e
289. email Click Add followed by OK and OK to close Voicemail Pro Page 45 IP Office 15 601063 Issue 201 03 March 2009 2 5 2 3 Configuring Outlook for VoiceMail Email To configure Outlook for Voicemail Pro email 1 On the desktop right click the Outlook icon and select Properties 2 On the General tab select Add 3 Select Microsoft Exchange Server 4 Click Next 5 Inthe Server field enter the name of the Exchange Server 6 Inthe Mailbox field enter Voicemail 7 Click Next 8 When you are asked if you travel with this computer select No 9 Click Next 10 Click Finish 11 Highlight the MS Exchange Settings and click Properties 12 Highlight Microsoft Exchange Server and click Properties 13 Click Check name and ensure that the name is resolved 14 If the name is resolved select Apply 15 Click OK OK and Close to shut the mail settings 16 Do not continue until the name has been resolved correctly with the Exchange Server If the name is not resolved check the account details with the Exchange Administrator 17 Open Outlook and select Yes to register Outlook as the default email application 18 Select Tools gt Options 19 Click the Preferences tab 20 Click Email Options 21 Uncheck Save copies of messages in Sent Items folder e You might want this option selected during initial setup to aid troubleshooting However due to the size of wav file message attachments you should uncheck it after installat
290. email Pro Text to Speech TTS Install Spell Spell forces the engine to speak any nested text literally rather than applying any speech rules This is useful for numbers where rather that than saying 3001 as three thousand and one for 3001 the speech required is three zero zero one This tag must be nested e Attributes This tag has no attributes e Example e The telephone number is lt spell gt 555 3468 lt spell gt Silence Inserts a period of silence This tag must be empty e Attributes e msec Sets the duration in milliseconds e Example e Ashort silence lt silence msec 500 gt of half a second Partofsp Forces the pronunciation of a word according to it usage if not correctly determined by the TTS speech engine or to override the engine This tag must be nested e Attributes e part Takes a value from noun verb modifier function or interjection e Example e To lt partofsp part verb gt record lt partofsp gt that lt partofsp part noun gt record lt partofsp gt press 1 Voicemail Pro Page 69 IP Office 15 601063 Issue 201 03 March 2009 2 7 5 Setting Up Text To Speech to Read Email It is not possible to parse email without a license for TTS Therefore it is not possible to forward emails without a valid TTS license In conjunction with MAPI email clients and Exchange server TTS can be used to read new e mails in a user s email inbox when they access their voicemail mailbox This
291. email Pro Server and Client 314 Voicemail Pro Page 38 IP Office 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro Client Only Installation 2 3 1 Installing the VoiceMail Pro Client Only You can install the Voicemail Pro Client on its own and use it to connect to a remote Voicemail Pro server To install the Voicemail Pro Client only 1 10 11 12 13 14 15 16 Insert the IP Office Voicemail Pro CD The installation wizard should auto start If it does not auto start browse to and run Setup exe on the CD The Choose Setup Language window opens Select the installation language This language is used for the installation and for the default language prompts Click OK Installation preparation begins Voicemail Pro requires Microsoft NET 2 0 Framework If this version is not detected you are prompted to install it Click Yes to install Microsoft NET 2 0 Framework If the following window opens Voicemail Pro is already installed You need to upgrade rather than install a new version For more information see Upgrading a Voicemail Pro System 41 Otherwise the IP Office Voicemail Pro installation starts and the Welcome window opens InstallShield Wizard Welcome Modify repair or remove the program Welcome to the IP Office Messaging Suite Setup Maintenance program This program lets you modify the current installation Click one of the options below Modify ie Select ne
292. email Pro detects 121 Voicemail Pro Dial 251 261 430 Voicemail Pro Dial Plan 430 Voicemail Pro file 204 Voicemail Pro GUI Start 41 398 Voicemail Pro housekeeping 111 Voicemail Pro Installation 66 350 366 Voicemail Pro installation includes 66 Voicemail Pro installation including VPNM 366 Voicemail Pro involves 122 Voicemail Pro Licenses 62 Voicemail Pro Login window 132 133 Voicemail Pro Module 141 144 147 191 Access 143 Voicemail Pro Networked Messaging 120 155 Voicemail Pro PC 430 Voicemail Pro programming 200 Voicemail Pro SelfSelect 147 Voicemail Pro Server 61 62 63 64 65 98 112 118 128 134 135 136 138 154 169 174 180 184 200 201 230 231 245 246 273 364 366 371 372 379 401 412 414 416 428 433 change 106 connect 132 378 Upgrading 398 Voicemail Pro server during 184 Voicemail Pro Server PC 98 230 231 364 412 433 Voicemail Pro Service 42 110 372 377 408 417 433 Locate 88 set 88 Voicemail Pro SMTP Settings Check 433 Voicemail Pro Software 43 65 367 368 369 372 412 Voicemail Pro Start Points 141 144 145 Voicemail Pro System Fax Number 127 Setting 123 Voicemail Pro System Variables 66 263 Voicemail Pro TTS 65 67 Voicemail Pro TTY Installing 184 Voicemail Pro User Log 90 Voicemail Pro Wave Editor starts 230 231 Voicemail Pro window 107 109 110 111 112 113 137 139 197 208 Voicemail Pro IMS 409 IMS 392 Page 455 15 601063 Issue 201 03 March 2009 Voice
293. ense Keys can be used with Voicemail Pro The license keys are entered into the IP Office configuration using the IP Office Manager If the Voicemail Pro server is installed without a license it will run for 2 hours and then shutdown e Voicemail Pro 4 ports This is the basic license for all Voicemail Pro operation and must be present It also enables 4 ports e IP500 Upgrade Standard to Professional The IP Office 500 does not support Voicemail Pro unless this license is present Additional Port Licenses The port licenses control the number of ports simultaneously connected calls into from the Voicemail Pro server Note The maximum number of ports supported for voicemail operation is set by the type of IP Office control unit For more information see Number of Simultaneous Voicemail Users 155 Multiple port licenses can be used to achieve the number of ports required e Additional Voicemail Pro 2 ports Enables 2 additional Voicemail Pro ports e Additional Voicemail Pro 4 ports Enables 4 additional Voicemail Pro ports e Additional Voicemail Pro 8 ports Enables 8 additional Voicemail Pro ports e Additional Voicemail Pro 16 ports Enables 16 additional Voicemail Pro ports Voicemail Pro Feature Licenses These licenses enable the use of specific features within Voicemail Pro e Integrated Messaging Enables operation of IMS with Voicemail Pro e VMPro VB Script Enables use of VB Scripting through the VB Script action
294. ent 2 mo Specific Start Points Users H Z Groups amp Sales Start Point lt age Still Queued art Short Codes T Default Start Points g Voicemail Pro Administrators Sales gt Queued It is important to note that unconnected results in Queued and Still Queued call flows will return the caller to the queue rather than disconnect them An attempt to return the caller using a Transfer or similar action places the caller at the back of the queue as a new call e Use of customized start point call flows for Queued and Still Queued is not recommended if the Synchronize Calls option is enabled for the hunt group in the IP Office configuration If this is the case the only options supported by Voicemail Pro is the playing of prompts To customize announcement 1 for a specific group 1 In the Start Points Navigation pane select en If necessary add a Queued start point 20 for the required group 2 Select the group s Queued start point 3 Add the required actions to the call flow and link them To just play a message use a Generic action e Use of customized start point call flows for Queued and Still Queued is not recommended if the Synchronize Calls option is enabled for the hunt group in the IP Office configuration If this is the case the only options supported by Voicemail Pro is the playing of prompts 4 Double on the actions added and on the Entry Prompts tab add the prompts required using the Wave Editor 2
295. enter an access code Access can be from the users own extension or another location For more information see Creating a Trusted Location 15 If users need to access their voicemail messages when they are away from the office you can set up an Incoming Call Route in IP Office Manager with the destination as Voicemail Giving Users Access from an External Location 153 Users can also receive notification of new voicemail messages at either their own extension or at another location To receive notification of new messages a user needs to configure their outcalling For more information see Outcalling Overview 19 Voicemail Pro Page 149 IP Office 15 601063 Issue 20 03 March 2009 4 5 1 Giving Users Button Access A user s telephone can have buttons programmed to allow access to voicemail Not all telephones support this feature refer to the relevant guide for more information Buttons can be programmed for e Visual Voice 15h e Voicemail Collect 15 Voicemail Collect Button Users can collect their voice messages from their own extension using a button programmed for voicemail collect If their extension is a trusted extension they will not need to enter their voicemail code For more information see Creating a Trusted Location 15 A button on the user s telephone will display the label VMCol The extension number or voicemail code do not need to be entered if the extension is a trusted extension To add a voicemail
296. ents SMTP CDR SMDR Twinning YCM Yoicemail Type Voicemail Lite Pro v Messages Button Goes To Visual voice Yoicemail Destination Voicemail IP Address 192 168 42 203 Yoicemail Channel Reservation Unreserved Channels 4 ar Auto Attendant 0 Voice Recording 0 Mandatory Voice Recording 0 Announcements 0 Mailbox Access 0 2 3 The default Voicemail Type is Voicemail Lite Pro Make sure that this has not been changed 4 Leave the Voicemail Destination box blank as this is not used with Voicemail Pro 5 In the Voicemail IP Address box change the default address 255 255 255 255 to the IP address of the PC on which the voicemail server is running If there is only one voicemail server on the network you do not need to change this 6 Click OK to save any changes By default there are no Voicemail Channel Reservations Specific functions can have voicemail channels reserved for their use For more information see Voicemail Channel Reservations 10 in the appendix Voicemail Pro Page 98 IP Office 15 601063 Issue 201 03 March 2009 Configuring Voicemail Pro IP Office Configuration 3 1 3 Configuring Voicemail for Individual Users Voicemail can be configured for each individual user in IP Office Manager To change voicemail configuration for an individual 1 Open IP Office Manager 2 In the Navigation pane click i User and select the individual user 3 View the Vo
297. eption Closed A Out of Hours Page 214 Voicemail Pro 15 601063 Issue 201 03 March 2009 IP Office Using the Voicemail Pro Client System Variables 5 8 Creating Modules Modules are reusable sets of actions They allow you to create a sequence of actions that can be reused in another call flow Any changes to a module will affect all other start points that are using that module This simplifies the programming of actions if a number of start points use the same sequence of actions Using modules also reduces the size of a call flow e To create connections from a module to other actions you must use the Module Return action within the module see Module Return Action 243 To create a module 1 Click Modules and then amp The Adding a new start point window opens Alternatively right click Modules and select Add 2 Enter a name for the module This should not match any user or group name on the IP Office 3 Click OK You can now add actions and connections to the module in the same way as for any start point To add a module to a start point 1 Select the start point to which you want to add the module action and then click the right hand panel 2 Click and drag the module required from the Navigation pane to the Details pane For support calls and diagnostic purposes it can be useful to view Voicemail Pro modules and start points as text files For more information see Viewing Call Flows as Text 21
298. er method is used to determine whether the voicemail session that was used to launch the VB script is still active Voice Register dlgid As Long As Boolean e Parameters e digid An ID that is associated with the Voicemail connection This is passed as a parameter to the VB script e Return Value A Boolean variable indicating whether the specified voicemail session is still active e Example Sub Main dlgid dim registration Set Voice CreateObject vmprov5 voicescript registration Voice Register dlgid if registration Then do something end if End Sub 8 1 2 34 SetLocale Method The SetLocale method is used to set the LOC session variable Voice SetLocale locale As String dlgid As Long 0 e Parameters e locale The new value for the LOC variable e digid The connection ID as passed in to the script e Return Value This method does not return a value Voicemail Pro IP Office Page 332 15 601063 Issue 201 03 March 2009 Voicemail Pro Examples Using VB Script 8 1 2 35 SetMailboxMessage Method The SetMailboxMessage method is used to modify a message within a mailbox Voice SetMailboxMessage mailbox As String message As String msgtype As String e Parameters e mailbox The mailbox that the return message belongs to e message The message to modify The message name format should be Accounts mailbox message For example Accounts Extn247 MSG00004 e msgtype
299. es Type 430 Success 102 147 246 281 282 315 403 success Then 315 Support Email Text Speech 65 Supported Remote 62 Supported Remote IP Office Voicemail Features 62 Synchronise 226 284 285 synchronization 409 412 417 Synchronize 164 166 284 285 369 409 412 413 menu bar 379 Synchronize Calls 164 Synchronize Mailboxes icon 379 synchronize 409 Syntax Check 272 310 Syntax Check button pressing 272 310 System gt System 184 371 System Administration 433 System Configuration window 169 System Fax Number 107 121 122 123 125 126 system greeting 288 system greeting enter 288 System greeting used 288 system hosting 62 System icon 64 system outcalling 288 System Parameters 329 430 System Preferences Select 106 System Preferences window 107 123 139 System Prompts 188 System Resources 103 System Retry Settings 113 197 System Settings 106 111 installed 117 400 System Settings window 372 System Status Application Open 103 Page 452 15 601063 Issue 201 03 March 2009 System Status Application see 103 System Support Operating 366 System Times 113 197 System Tool 90 SYSTEM CurrentControlSet Services IMS Navigate 408 SYSTEMROOT 377 417 systems running 157 160 T tab gives list 101 TCP Port 135 393 414 TCP Port 2000 393 414 TCP IP 363 365 366 380 429 433 optioned 430 TCP IP Administration 430 TCP IP Diagnostics 433 TCP IP networking 23 365 366 380 430 TCP IP Properties 433 Telephone Ic
300. essage will be private and priority Sorry cannot leave a message now because this users mailbox is full To administer mailing lists press 1 To change your password press 4 To record your name press 5 You are at subscriber administration To create lists press 1 to scan lists press 2 to review and modify lists press 3 If finished press If finished adding entries press You are recording your name As you use IP office your name will be included in system announcements that you and other people will hear NON NO N NO ON ON OO O O1 O O0 01 0 0 0 MOINIALWIN RPLOlrR N For all calls Active For internal calls For external calls For busy calls For no answer For out of hours calls To listen to a greeting press 0 to create change or delete a greeting press 1 to scan all your reetings press 2 to activate a greeting press 3 to administer call types press 4 if finished press Enter greeting number NOUN EN ONIN ONIN ulu eA HR HR A LD FI O O GOIN us N ul N Not recorded To listen to greeting To re record press 1 To review status press 2 Q O paj ma a Press 0 To use this greeting for all calls press 0 for internal calls press 1 for external calls press 2 Recorded but not active To use this greeting for all calls press 1 To use this greeting for all calls press 0 for busy calls press 1 for no answer
301. ession variable associated with the specified voicemail session 8 1 2 19 GetRegister Method The GetRegister method is used to retrieve a string stored in one of the session sixteen data variables CPO to CP15 Voice GetRegister regnum As Long dlgid As Long 0 As String e Parameters e regnum Data register to use for storage 0 15 e digid The connection ID as passed in to the script e Return Value The data stored within the specified register 8 1 2 20 GetResult Method The GetResult method is used to obtain the RES session variable Voice GetResult dlgid As Long 0 As String e Parameters e digid The connection ID as passed in to the script e Return Value The value of the RES session variable associated with the specified voicemail session Voicemail Pro Page 324 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Examples Using VB Script 8 1 2 21 GetSavedMsgs Method The GetSavedMsgs method is used to obtain the number of saved messages contained within the session s mailbox Voice GetSavedMsgs dlgid As Long 0 As Long e Parameters e digid The connection ID as passed in to the script e Return Value The number of saved messages contained within the session s mailbox 8 1 2 22 GetSavedResult Method The GetSavedResult method is used to obtain the SAV session variable Voice GetSavedResult dlgid As Long 0 As String e Parameters e digid
302. et MattR twinning_type Internal Used to turn the Mobile twinning off for MattR e CFG Set MattR mobile_twinning_number KEY Used to set the mobile twinning number Voicemail Pro Page 190 IP Office 15 601063 Issue 201 03 March 2009 Administration Mobile Twinning 4 12 1 Example Call Flow This example creates a Voicemail Pro module that allows a user to turn Mobile Twinning on or off They can also set their mobile number The example sets the mobile twinning for extension 203 Modules gt Mobile Twinning 4 Enable Mobile Twinning E Collect New Mobile Twinning No DTMF Data No DTMF Data To create the example call flow 1 Create a new module called Mobile Twinning 2 Add a menu action with the menu options 1 2 and 3 Add a prompt to tell the caller the options available 3 The option to turn mobile twinning on needs to be added Click the iy Basic Actions icon and select 4P Generic Change the token name to Enable Mobile Twinning Click the Specific tab Enter the command CFG Set 203 twinning_type Mobile Click OK 4 The option to turn mobile twinning off needs to be added Click the iy Basic Actions icon and select A Generic Change the token name to Disable Mobile Twinning Click the Specific tab Enter the command CFG Set 203 twinning_type Internal Click OK 5 The ability to enter the mobile number needs to be added Click the S Telephony Actions icon a
303. eted but remain visible e The voicemail server does not actually delete messages until at least 24 hours after it was marked as deleted e Deleted messages are not accessible through the voicemail spoken prompts interface or Visual Voice e Deleted messages can be undeleted Those messages are then available through all the mailbox interfaces e Moving a message in the IMAP folder to another folder in the Email client will cause the email to be copied to the new folder and the original message is shown as deleted in the IMAP folder e The Voicemail Pro housekeeping settings for automatic deletion of different message types New Read Saved are still applied e IMAP cannot be used to send or forward messages to other voicemail mailboxes Voicemail Pro Page 85 IP Office 15 601063 Issue 201 03 March 2009 2 9 Troubleshooting 2 9 1 Checking the Voicemail Pro Service If Voicemail Pro has been installed successfully if the server PC has been rebooted then the voicemail service is started automatically However it is useful to check the services and to know how to stop start the services manually To check restart the Voicemail Pro Service 1 2 3 4 Open the Windows Control Panel Select Administrative Tools gt Services sh Services Oj xj Action vew e alm e ARI A gt m 1 Tree Name Description status Startup Type Logonas l Sa Telnet Allows a re Manual LocalSystem
304. ettings 112 182 372 403 Default Start Points 145 188 205 207 242 Default Telephony Interface 107 139 change 43 Default Collect 145 Default Leave 145 Default Queued 145 Default Still Queued 145 Delegate May 196 Delegates Cause 416 Delete Prompt 230 Delete Start Point 202 DependOnService Open 408 deselect 220 destructed 91 404 DestructorTracing 91 404 Details into Entering 344 Details key Select 430 DHCP 366 Diagnostics 88 91 210 215 372 404 433 Dial In Source Numbers 101 Dial Plan 429 430 Dial Plan Mapping 430 DID 121 digit string 288 digit string starting 240 Digital Machine Administration 429 Digital Networking 430 Digital Networking Machine Administration 430 Digital Nodes Maximum Number 430 digits As String 327 digits including 255 288 Directories For 106 directory press 288 Directory View 90 430 Disable IP Office Voicemail Email Settings 369 Disable Mobile Twinning name 191 Disable Network Card Power Saving 369 Disabled Items 394 413 Disconnect Action 226 243 276 Disk Space 24 Disk Space Left 112 Disk Space Requirements 366 display Connecting 378 Display Message Queue 433 display string 326 DND 190 288 DNS 416 433 DNS Server Configuring 433 Do Not Disturb 142 190 252 288 301 Domain Controller 380 381 running 409 Domain Has User 369 Domain Name 119 120 368 430 433 Domain Name Service Server 433 Voicemail Pro IP Office Index DOS 433 DS 349 DSS 141 171 347 355
305. f the default administrator account are already filled in Voicemail Pro Page 373 IP Office 15 601063 Issue 201 03 March 2009 19 In the Service Account Name window type the User Name and Password for the IMS account created previously on the domain and Exchange server InstallShield Wizard Service account name Please enter the account and password that the service s should use for execution User Name IMS Browse Password pm Confirm Password p lt Back Cancel 19 1 Alternatively click Browse and select from the list of available network accounts The IMS account should show up in the list Verify that you can browse for this account Make sure the IT manager has not hidden this account for Exchange or has separated this account in Active Directory 20 Click Next 21 The Select Program Folder window opens It is recommended that you use the default folder IP Office which will already be shown Click Next 22 The Start Copying Files window opens You are presented with a summary of the settings that you have chosen so far Review the settings to make sure that they are what you expect In particular check that the required languages are listed Scroll down if necessary The minimum requirements for IMS are listed below If for any reason the details are not what you expect click Back and make the necessary changes 22 1 Voicemail Pro Voicemail Pro Client Voicemail Pro Service 22 2 Integrated Messagi
306. f the option Synchronize Calls is enabled for the hunt group announcements within the IP Office configuration actions other than speaking recorded prompts are not supported in custom Queued and Still Queued start points T Further customization can be applied using actions such as a wa Menu action to let the caller select for example to leave a message be transferred to another number or return to the queue The Voicemail Pro variables QTIM and POS 21 can be used to further customize the Queued and Still Queued call flows e QTIM Queued Callers Estimated Time to Answer If used in a prompt list will speak the callers estimated time to answer ETA For example Your estimated time to answer is 5 minutes If used elsewhere such as in a condition returns the ETA in minutes as a simple numeric value e POS Queued Callers Queue Position If used in a prompt list will speak the caller s queue position for example You are in queue position 2 If used elsewhere such as in a condition returns the caller s queue position as a numeric value e TimeQueued IP Office 4 1 and Voicemail Pro 4 1 Holds the length of time in seconds that the call has been part of a particular hunt group queue Only available when using Queued and Still Queued start points e TimeSystem IP Office 4 1 and Voicemail Pro 4 1 Holds the length of time in seconds since the call was presented to the IP Office system Only available when using Queued a
307. feature is supported only for Intuity mode Users hear their new voicemail messages and then the number of Messages with text Before each email is spoken details of who it is from when the message was sent and the size are given This allows large or non urgent e mails to be skipped e Email reading cannot be used for e mails in HTML format If HTML messages are received all of the code will be read out as a message To set up text to speech to read email 1 Install and test Voicemail Pro for MAPI based Voicemail Email operation with an Exchange Server 2 To perform email reading the Voicemail account created on the Exchange server for Voicemail Email must able to access the individual users email mailboxes This can be achieved by either e On the Exchange Server ensure that Voicemail user account is granted rights to access all user email boxes or e Within each user s Outlook e Select Tools gt Options e Select Delegates e Add the voicemail account as a delegate 3 If you have not already done so install and test TTS operation using a Speak Text action 4 Using IP Office Manager load the IP Office configuration and open the settings for each user Voicemail Voicemail Code LOOO O M Voicemail On Confirm Voicemail Code P I Voicemail Help Voicemail Email Jbarv shear acme com T Voicemail Ringback Voicemail Email Off C Copy C Forward C Alert Reception Breakout DTMFO ssststS S Breakout DTMF 2 LOOO O Bre
308. ffice configuration settings allow almost immediate voicemail operation as soon as a voicemail server is running on the LAN Those default settings are e Voicemail running on a PC accessible using a broadcast address of 255 255 255 255 e Voicemail on for each user and hunt group on e No Voicemail Code set for any mailboxes Until a code is entered for a mailbox it can only be accessed from the user s own extension e No Voicemail Email or Voicemail Help operation e No Voicemail Reception numbers set for user mailboxes e Hunt group mailboxes are created and used by default but there is no default message waiting indication or method for collecting messages A method for accessing each hunt group mailbox should be programmed For more information see Hunt Group Voicemail Overview 15 Before you start to configure and customize Voicemail Pro you need to provide the IP Office Manager with details of the Voicemail Pro server PC For more information see Identifying the Voicemail Server PC 984 and also the IP Office Manager help The rest of the sections that follow describe how to configure settings in Voicemail Pro 3 1 2 Identifying the Voicemail Server PC By default the IP Office connects to the Voicemail Pro server by broadcasting on its own subnet To identify the Voicemail Server PC 1 In IP Office Manager select System 2 Click the Voicemail tab System LANI LAN2 DNS Voicemail Telephony LDAP System Ev
309. fic tab the Destination was set to Main the hunt group containing our receptionists 4 A connection was added from the Menu action s Timeout result to the Transfer action 5 An Assisted Transfer action was added In its properties on the Specific tab KEY was added in the Mailbox field 6 A connection from the Menu action s 2 result to the Assisted Transfer action was added 7 A Leave Mail action was then added In its properties on the Specific tab KEY was again added in the Mailbox field 8 The Assisted Transfer action s No Answer and Busy result was connected to the leave Mail action 9 Connections were then added from the Assisted Transfer action s Next result and the Leave Mail action s Success and Failure results back to the Menu action The Success and Failure results in a Leave Mail action are only used if the caller presses O when in the mailbox 10 The call flow was then saved and made live Voicemail Pro Page 147 IP Office 15 601063 Issue 201 03 March 2009 Creating a Matching Short Code A short code was needed that could be used to route callers to the SelfSelect module 1 Start IP Office Manager and receive the configuration 2 A new system short code was added so that it would be available to all callers The short code 80 was set up as shown in the table Code 80 Feature Voicemail Collect Telephone Number SelfSelect Line Group Id 0 Locale Leave blank Force Account Code Leave blank 3 The entry
310. fice system eg the destination set by the IP Office s incoming call route TimeQueued IP Office 4 1 and Voicemail Pro 4 1 Holds the length of time in seconds that the call has been part of a particular hunt group queue Only available when using Queued and Still Queued start points TimeSystem IP Office 4 1 and Voicemail Pro 4 1 Holds the length of time in seconds since the call was presented to the IP Office system Only available when using Queued and Still Queued start points UUI Available when a recording is triggered by auto recording Holds the user name hunt group name or account code that triggered the auto recording process For more information see Customizing Auto Recording 18 VAR A general variable which can hold amongst other things DTMF key sequences Voicemail Pro Page 212 IP Office 15 601063 Issue 201 03 March 2009 Using the Voicemail Pro Client System Variables 5 7 1 User Defined Variables You can create user variables the value of which can be set using a Eek Set User Variable action within a call flow For ri more information see Set User Variable Action 27 The options presented to a caller can also be branched using a Ee Test User Variable action to check the current value of the variable For more information see Test User Variable Action 277 aaa To add a user defined variable 1 Click go or press F8 The User defined variables window opens User defined variables
311. final Listen action used if none of the condition tests are True has its Mailbox set to UUI If UUI hasn t matched any account code being used for auto recording then its value will be either the user name or hunt group name that triggered the auto recording Voicemail Pro Page 180 IP Office 15 601063 Issue 201 03 March 2009 Administration Recording Calls 4 9 Announcements Announcements can be played when e Callers are waiting to be answered or queued against a hunt group With Voicemail Pro the announcements and actions provided to a caller held in a group s queue can be customized using the Queued and Still Queued start points for that group The call can be answered at any stage of the announcement For more information see Configuring Announcements 162 e Calls are going to be recorded In many locations it is a local or national requirement to warn those involved in a call that they are being recorded For more information see Call Recording Warning 16 e Calls enter a call flow For more information see Using the Voicemail Pro Client Overview 200 e Calls are received A call flow containing an announcement can be created so that all callers hear a mandatory announcement The announcement is played before the call is answered For more information see Mandatory Announcement Example 18h e Calls are queuing against an user s extension User s can configure their personal announcements When the user s exte
312. first out or LIFO last in first out Separate settings can be applied to different message types is required The default for all types is FIFO first in first out To set message housekeeping rules 1 From the Administration menu select Preferences gt General 2 Click the Housekeeping tab General Directories MAPI SNMP Alarm Qutcalling Housekeeping m Automatic message deletion Delete New messages after 0 hours Delete Old messages after 720 hours Delete Saved messages after 0 hours Delete Unopened messages after jo hours NB amp value of zero indicates no deletion M Message playback order System Setting New Message Order FIFO Old Message Order v Saved Message Order LIFO z e Automatic message deletion Sets the time in hours after which messages of various types automatically deleted at the next Voicemail Pro housekeeping A value of 0 disables automatic deletion e Message playback order System Setting Sets the order of playback used for different message types The options are first in first out FIFO and last in first out LIFO FIFO is the default 3 Click OK 4 Click amp Save and Make Live and select Yes Voicemail Pro Page 111 IP Office 15 601063 Issue 201 03 March 2009 3 2 1 5 SNMP Alarm The IP Office system can be configured to send Simple Network Management Protocol SNMP alarms or Simple Mail Transfer Protocol SMTP emails When this is
313. g IMS 9 1 6 4 Opening the Firewall It is necessary to create firewall exceptions for the IMS client application after its installation Even if the user does not have a firewall or uses a firewall other than the default Windows firewall it is recommended that the process for the Windows firewall is applied If the firewall being used is the default Windows Firewall the necessary exceptions can be setup by running the batch file AvayaFW bat This file is available from the http marketingtools avaya com knowledgebase tools firewall It is recommended that this file is running even if the user is not using the firewall 1 Do not proceed with this process until you have completed the steps in Installing the IMS Client Software 39 gt 2 Unzip AvayaFW bat from the AvayaFW zip file 3 If the path to which applications are being installed is not the default modify the ProgramFiles setting within the file 4 Run the batch file on the user s PC Settings for Other Firewalls If the user s PC uses a firewall other than the default Windows firewall the method of setting up the necessary exceptions will vary For the IMS Client the necessary exceptions are e C ProgramFiles Avaya IMS Client UMSForm exe e UDP Port 67 e UDP Port 69 e TCP Port 135 e TCP Port 2000 e UDP Port 50791 e UDP Port 50799 Voicemail Pro Page 393 IP Office 15 601063 Issue 201 03 March 2009 9 1 6 5 Testing IMS Client Installation Typically when s
314. h Intuity Prompts The following a list of the numbered wav files used by Voicemail Pro for US English These are predominately though not exclusively used for Intuity mailbox features All files are Microsoft WAVE file format wav 8kHz 16 bit mono Important e It is important to note that the corresponding wav file in other languages is not the same prompt WAV File rr 7 c lt v 3 v rr LLI E O C a aaa Not private li 1 if finished press D 4 4 3 3 a a S S OoO7FOoOTOoOToToso saJo yoo a h S2 2a a Slaa a ost l l ors lt falnioalala 512 lolo l Js rw Ole Re allali Oats Q 30 Z153 ala 0 Tw a no o U Sia lt o 9 YZZ lolz aia TG P nHn o Fs lt i os O S Yin Boe 9 w o O15 3 mals nD QIiols an oe oe 1018 ke 3 a a1 gn io 13 o 0 D 313 YI IG a 2 5 a 9 wn 3 5 ei 0 QOS 0 o lt alo sh soe ho olo o fo a3 si 3 3 jo 3 a 0 new W PA ORR gam w n l le 9 Ela a S 5 le ne o a0 o amp o g j5 N Login incorrect press 2 lt JRE 5S T3 vz o E n n a o BE al olo 9 22 Z Z 2 F Bla zle 23 3 vlo ola zo oO ot Oe 710 Q 5 2 5 Ne Is not available to leave a message wait for the tone Is busy to leave a message wait for the tone R No operator defined o o w Q O M wn wn lt fe 3 D 19 x U wn n Thank you for leavi
315. h rm KX 01707364725 01707 4625 4329 277 Select a Variable This drop down is used to select the Voicemail Pro system variable 21 against which the values are checked for a match Does the Variable match any of the following numbers The area below lists the numbers against which the selected variable will be selected for a possible match If the variable matched multiple numbers in the list the routing for the match nearest the top of the list is used GF Add a new number to the list of numbers Numbers can include a wildcard to represent any single digit with multiple s to represent a matching number of any digits Numbers can include a wildcard to match any digits including multiple digits Some examples are listed in the results section below ee Edit an existing selected number XX Delete an existing selected number tt Move the position of the currently highlighted string Voicemail Pro Page 255 IP Office 15 601063 Issue 201 03 March 2009 Results ie T The results includes a separate result for each number match string entered on the action s Specific tab plus a No Match result Examples are Variable Routing No Match ot 707364725 oF e 01707 will match any number beginning with 01707 on 4625 4625 will match any number ending in 4625 4329 e 4329 any number containing 4329 e 01707364725 will only match that number exactly 227 e 7
316. he Start Points Navigation pane select Voicemail Pro Administrators The name type and status of any existing Voicemail Pro administrators are displayed in the details pane 2 Right click anywhere in the details pane 3 Select Add The Add Administrator window opens W Add Administrator F x Details User Name Anne Webb Type Administrator hd Password wenn Status Inactive i Confirm Password ween omes ee 4 In the User Name field type the name that you want to assign to the administrator The name must be at least 5 characters long and must not contain spaces or any of the following characters lt gt 5 In the New Password field type a password for the administrator A password must be at least 5 characters long and must not contain spaces or any of the following characters lt gt 6 In the Confirm New Password field type the password again for confirmation purposes 7 In the Type field click the type of user that you want 8 Click OK 9 Click E Save and Make Live to save the changes The user created can now log into the Voicemail Pro Client Server For more information see Logging in to the Voicemail Pro Server 132 By default new users are created as Inactive Their status changes to Active when they connect to a Voicemail Pro server Voicemail Pro Page 135 IP Office 15 601063 Issue 201 03 March 2009 4 2 1 Changing Administrator Details If you are
317. he Voicemail Pro software being installed These can be obtained from http support avaya com and from http marketingtools avaya com knowledgebase 2 Information Required 2 1 00 IP Office Feature Key Dongle Serial Number This is printed on the Feature Key prefixed with S N 2 2 00 IP Office Licenses Ensure that the details of the supplied licenses match the Feature Key serial number The minimum required licenses for Voicemail Pro with IMS are O Voicemail Pro 4 ports license O Integrated Messaging license Additional Voicemail Pro ports licenses may be required depending of the number of simultaneous voicemail accesses and users For IP Office 500 systems an IP500 Upgrade Standard to Professional license is also required 2 3 00 IP Office System Details Service User name and password for access to the IP Office system configuration 2 4 0 Network Administration Access Contact details of the network and Exchange server administrator 2 5 0 User Details Listing linking email accounts and IP Office user names Also detailing the location and contact information for the users 3 Materials Required 3 1 0 IP Office Administration Applications CD 3 2 0 IP Office Voicemail Pro CD 3 3 00 IP Office Application Firewall Batch File This file can be obtained from http marketingtools avaya com knowledgebase tools firewall 4 Only when you have completed the above process should you proceed to Creating the IM
318. he caller s expected time to answer i Queue Position Action 285 Speak the caller s queue position Voicemail Pro Page 283 IP Office 15 601063 Issue 201 03 March 2009 6 11 1 Queue ETA qo The Queue ETA action plays the estimated time to answer ETA in minutes to a queued caller The ETA is calculated based on the queued time in the previous hour of the last 5 queued and answered calls The ETA is always rounded up to the nearest minute For an example see Customizing Queuing 16 The ETA is calculated and supplied by the IP Office when it requests a queue or still queued message is played to a caller e In Incoming Call Route Priority The IP Office supports a configurable Priority setting 1 2 or 3 on its Incoming Call Routes In situations where calls are queued high priority calls are placed before calls of a lower priority This has a number of effects e Mixing calls of different priority is not recommended for destinations where Voicemail Pro is being used to provided queue ETA and queue position messages to callers since those values will no longer be accurate when a higher priority call is placed into the queue Note also that Voicemail Pro will not allow a value already announced to an existing caller to increase e The IP Office Manager option Synchronize calls to announcements should not be used with call flows that include this action To add a Queue ETA action 1 Click the tg Queue Actions icon and s
319. he changes that you have made 6 The Message Parameters options are only available if you have installed IMS For IMS you can specify the way in which the wav files of voicemail messages are to be sent in emails Sending wav files across a network creates a high loading on the network and networks servers A one minute message requires a 1MB wav file To transmit wav files check the Transmit Wave File box Choose the option for transmitting the wav files Choose either Attach wave file to message to allow a recipient to copy a wav file for use elsewhere Embed wave file in message to allow a recipient to embed a file in a message An embedded file is compressed and therefore smaller than an attached file 7 Click OK Voicemail Pro Page 402 IP Office 15 601063 Issue 201 03 March 2009 Appendix Installing IMS 9 1 7 5 Troubleshooting DCOM Issues Checking both the following options allows DCOM errors to be seen e Enable Auditing When you first set up a Windows server or Workstation the default setting for system wide audits is disabled Turn on failure audits by using the user manager program again accessing the Policies menu This time click on the Audits selection Enable audits and select all of the failure check boxes and click OK At this point any DCOM security problems will start to show up in the system event log on the system where they occurred e Check Batch Job Permissions The second cause is that the
320. he details and return to the VPNM configuration window To change details of a VPNM user 1 In the Users for VPNM Server s section select the name of the user whose details need to be changed 2 Click Modify You can change the user s full name the local extension number and the full telephone number Voicemail Pro Page 116 IP Office 15 601063 Issue 201 03 March 2009 Configuring Voicemail Pro Voicemail Pro Preferences 3 2 2 Control Panel Options 3 2 2 1 IMS Logging Level If IMS is installed the Systems Settings tab is available You can specify the level of service logging for the IMS Gateway Server service and the IMS Voice Server service Four levels of logging are available with increasing level of detail Typically logging is required only if IMS problems are being experienced and diagnosis is required The information is logged in the Event Viewer application To specify the level of IMS service logging 1 Open the Windows Control Panel 2 Select IP Office Voicemail Pro The IP Office Voicemail Pro window opens 3 Click the System Settings tab System Settings Path Settings Email Settings SMTP Email Settings These settings affect the services when they are running Integrated Messaging Gateway Server Logging Level Some m Integrated Messaging Voice Server Logging Level None v 4 In the Logging Level boxes select the level to use for each of the IMS services None No logging
321. he general details that are required are IMAP Account Setting IP Office Value Incoming Server Voicemail Pro server IP address or domain name address Account Name User name or extension number Password User voicemail code Example Outlook 1 Select Tools and then Options 2 Select Mail Setup and then click E mail Accounts 3 Select Add a new e mail account 4 Select IMAP as the server type 5 In Server Information for Incoming mail server and Outgoing mail server enter the IP address or domain name address of the Voicemail Pro server PC fon In Logon Information enter the users extension number and voicemail code as the User Name and Password 7 Click Next Example Outlook Express Select Tools and then Accounts Select Add and then Mail Enter a descriptive name such as Voicemail and click Next 1 2 3 4 Enter an email address This is not used but a value must be entered to move to the next screen Click Next 5 Set My incoming mail server is a to IMAP 6 In the Incoming server field enter the IP address or domain name address of the Voicemail Pro server PC 7 Enter a value in the Outgoing mail server field This is not used but a value must be entered to move to the next screen Click Next 8 For Account Name enter the user s extension number or name in the IP Office configuration 9 For Password enter the user s Voicemail Code 10 Click Next and then Finish Voicemail Pro Page 74 IP Office 15 60
322. he limits for Access Permissions and Launch and Activation Permissions to allow Remote Access and Remote Launch Activation permissions for Anonymous Logon and Everyone Note Windows XP Windows XP SP1 and Windows 2000 Server Access Permission Security Limits Group or user names f7 ANONYMOUS LOGON hieven Add Remove Permissions for Everyone Allow Deny Local Access Remote Access Launch Permission Security Limits Group or user names 8 Administrators 305670GA4LLAGHER Administrators gti Everyone O Remove Permissions for Everyone Allow Deny Local Launch Remote Launch Local Activation K g RESIS OOOO Remote Activation Voicemail Pro IP Office grant the Everyone all Permissions Page 390 15 601063 Issue 201 03 March 2009 Appendix Installing IMS 7 On the Default Properties tab set the following My Computer Properties Default Protocols MSDTC COM Securit General Options Default Properties V Enable Distributed COM on this computer Enable COM Internet Services on this computer Default Distributed COM Communication Properties The Authentication Level specifies security at the packet level Default Authentication Level None The impersonation level specifies whether applications can determine who is calling them and whether the application can do operations using the client s identity Default Impersonation Level Impersonate S
323. he mailbox announcement Upgrade from Version 3 2 You can upgrade from IP Office Voicemail Pro 3 2 to IP Office 4 0 If you upgrade you can still use a 3 2 Voicemail Client to update Voicemail Pro 4 0 However if you want to change any of the new features for example the Outcalling preferences or to use the start points for Personal Announcements you will need to use the latest Client version of IP Office Voicemail Pro To upgrade from version 3 2 1 Stop the all Voicemail Pro services running It would be a good idea to make a backup of the registry and the Call flows and if possible the Voicemail Pro folder before proceeding 2 Insert the new IP Office Voicemail Pro CD The installation should auto start If it does not auto start click Browse to locate Setup exe on the CD and then run it The Choose Setup Language window opens 3 Select the installation language The language selected is used for the installation 4 Click OK You are asked This setup will perform an upgrade of IP Office Voicemail Pro Do you want to continue 5 Click Yes The Upgrading the IP Office Voicemail Pro window opens 6 Click Next to start the upgrade The setup status window opens The progress of the upgrade is indicated by a time bar When the InstallShield Wizard complete window opens 7 Click Finish The Email settings window opens 8 Enter your email account details and click Next The IP Office Voicemail Pro Control Panel applet settings win
324. he name of the target mailbox If is entered Voicemail will prompt caller s to enter the mailbox number required The Get Mail action has a Next result Add a connection from the Next result to another action For examples of the action being used in a call flow see e Using a Play Configuration Menu Action 19 e Setting Up Callback 194 e Changing the Language of Custom Prompts 188 e Changing the Language of System Prompts 18 e Enabling Access to Hunt Group Voicemail 160 e Changing the Language Setting for a TTY Device l185 The following conditions apply based on which mailbox mode the Voicemail Pro server is using e IP Office mode Users who press O while they are logged into their mailbox will be routed to the Next result e Intuity mode Users who press 0 whilst in their mailbox will be routed to their Voicemail Reception number if set The Next result is not used Voicemail Pro Page 245 IP Office 15 601063 Issue 201 03 March 2009 6 5 2 Leave Mail The Leave Mail action allows the caller to leave a message in the start point s mailbox or in a specified mailbox To add a Leave Mail action 1 Click the Mailbox Actions icon and select p Leave Mail 2 The Specific tab is used to select either the Caller s mailbox Mailbox or VRL option e Caller s Mailbox The mailbox matching the start point of the call e Mailbox Select or enter the name of the target mailbox e VRL If selected specifies that
325. he selected application for this file type Voicemail Pro Page 81 IP Office 15 601063 Issue 20 03 March 2009 2 8 3 Using Web Voicemail The URL will be that of the voicemail server PC plus voicemail This will display the web voicemail login page 1 Logon using your user name and voicemail code as set on the IP Office system The System Administrator can change these if necessary e Note This is the user name set in the IP Office and used by Voicemail Pro It is not the full name that is shown on phones and used by IP Office Phone Manager and SoftConsole if set 2 Note that multiple failures to login correctly can cause your access to Web Voicemail to be locked for 1 hour If necessary Web Voicemail access can be unlocked using the Voicemail Pro administration client select Users right click on the user marked as Account Locked in the Web Voicemail column enter a new password for the user and click OK Mark Gallagher 4311 Inbox Y Trash State From To Received on v Brad Trower 4337 Mark Gallagher 11 July 2008 14 07 44 From To Brad Trower 4337 Mark Gallagher Received Length 11 July 2008 14 07 44 45s The interface shows the messages in your mailbox Note that it is not updated in realtime To check if new messages have arrived in your mailbox since starting Web Voicemail refresh the browser view using the browser controls The columns can be sorted by clicking on the column title The cur
326. hich their full name is displayed through their telephone This name will then be used for the text matching part of Dial by Name To changing your name using a telephone with a menu ree Key 1 Press Menu re twice 2 Press and select ProgA 3 Press and select Name 4 Enter the new name Use the dialing keys and Rotat to enter characters For example to enter an L press the 5 key and then press Rotat until an L is displayed You can use the top left display key to backspace 5 When the text is as you require press Done 6 Press Exit x Voicemail Pro Page 349 IP Office 15 601063 Issue 201 03 March 2009 8 4 Campaigns A campaign is a series of questions and answers Callers to a campaign hear the questions and give their responses either by speaking or using the telephone keypad Call processing agents can access a campaign to hear caller answers which they can then transcribe into a database or other records For more information see Granting Access to a Campaign 35 e The directory in which campaign files should be stored is specified in the system preferences directory tab For more information see Setting the Location of Voicemail System Folders 10 A Web Campaign Component is installed as part of a typical Voicemail Pro installation If the Web Campaign was not installed it can be added by doing a custom installation For more information see Installing Typical Voicemail Pro Server and Client 31 or Installi
327. iable Property 316 e SAV read write For more information see SavedResult Property 31 amp e LOC read write For more information see Locale Property 31 The following properties are specific to queued and still queued call flows only e QPOS read only For more information see PositionInQueue Property 315 e QTIM read only For more information see EstimatedAnswer Property 31 The following properties are related to the messages within the mailbox e NewMsgs Property Returns the count of new messages within the session s mailbox For more information see NewMsgs Property 314 e OldMsgs Property Returns the count of old messages within the session s mailbox For more information see OldMsgs Property 314 e SavedMsgs Property Returns the count of saved messages within the session s mailbox For more information SavedMsgs Property 316 e LastAccessedMsg Property Returns the name of the last recorded or accessed message For more information see LastAccessedMsg Property 31 Note VB Scripting will only support variant types Internal Variables Some of the variables that exist within Voicemail Pro can be split into smaller sections using a delimiter e Example A CLI contains the number 01707364143 If the call flow references the variable as CLI O 4 then the value 01707 will be returned as they are the first five numbers Voicemail Pro Page 311 IP Office 15 6
328. iable that will return a true result This action has two results for which connections to following actions can be made For an example of the action in a call flow see User Defined Variables 21 Voicemail Pro Page 277 IP Office 15 601063 Issue 201 03 March 2009 6 9 4 Test Variable Y For Voicemail Pro 4 2 the Test Variable action has been added and replaces the previous Check Digits action It allows calls to be routed based on matching the value of a system variable to a specified value To add a Test Variable action A i 1 Click the amp Conditions Actions icon and select E4 Test Variable Settings The following controls are available on the Specific tab of this action Properties for Test Variable Validate a Variable Select the Variable to Match KEY v Select the parameters to test the variable against Variable DBD 2 Specific Extn Hunt Group Mailbox Timeout after 30 v seconds e Select the variable to Match This drop down list is used to select which Voicemail Pro system variable 21 should be checked for a match Note that with KEY the timeout is used and additional dialing is accepted if no immediate match occurs e Select the parameter s to test the variable against Select the types of values that should be checked for a match and if necessary entry the value If several options are selected the Voicemail Pro check for a match starting from the top and working d
329. ice gt Voicemail Pro The Voicemail Pro Client starts and the main window opens Click the amp Save and Make Live icon Select Yes The file root vmp is created and made available to the Voicemail Pro server This is the compiled non editable version of the editable call flow Voicemail operation can now be tested from an extension by dialing 17 Setting the Voicemail Services or PC to Restart Automatically The following action is optional If there is some fault causing the Voicemail Pro service to halt that fault should be investigated and fixed however having the service or PC automatically restarted if possible will minimize the disruption to the Voicemail Pro users 1 2 3 4 Use the Windows control panel to select the Voicemail Pro Service Right click on the service and select Properties Select the Recovery tab Use the options presented to either restart the service and or restart the PC should the operating system detect that the Voicemail Pro service has halted Voicemail Pro Page 86 IP Office 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro Troubleshooting Using a Batch File to Start Services In some instances certain computers might not respond quickly enough in order to start all of the Avaya services in the correct order In this circumstance it can be advisable to create a batch file which will delay the start of these services until the PC is fully running Avaya IP Office Services ca
330. icemail tab Voicemail Voicemail Code MV Voicemail On Confirm Voicemail Code I Voicemail Help Voicemail Email barry shear acme com Tl Voicemail Ringback M Voicemail Email Off C Copy C Forward Alert Reception 7 Breakout DTMF 0 Breakout DTMF 2 Breakout DTMF 3 4 Optional Enter a voicemail code between 1 15 digits in the Voicemail Code field This is required when users retrieve voicemail messages remotely for example from another user s extension or from an external telephone The Voicemail Code must be retyped in the Confirm Voicemail Code field to ensure it has been correctly entered 5 Optional Voicemail can be turned off by unchecking the Voicemail On option When on the mailbox is used to answer the user s unanswered or busy calls 6 Optional When a user collects their messages they can hear an additional prompt if the Voicemail Help option is checked The prompt is For help at any time press 8 If Voicemail Help is not selected users can still press 8 at any time and hear the list of Voicemail features This setting turns on off the audible help message It does not disable the actual feature 7 Optional When a new message is received the voicemail server can call the user s extension whenever the extension returns from off hook to on hook The voicemail server will not ring the extension more than once every 30 seconds Check the Voicemail Ringback option to enable this feature 8
331. ices 3 If Windows Audio has not been enabled select the Enable Windows Audio check box Voicemail Pro Page 31 IP Office 15 601063 Issue 201 03 March 2009 To install typical Voicemail Pro Server and Client 1 Insert the IP Office Voicemail Pro CD The installation should auto start If it does not auto start click Browse to locate Setup exe on the CD and then run it The Choose Setup Language window opens 2 Select the installation language This language is used for the installation and for the default language prompts Click OK Installation preparation begins 4 Voicemail Pro 4 2 requires Microsoft NET 2 0 Framework If this version is not detected you are prompted to install it Click Yes to install Microsoft NET 2 0 Framework If the following window opens Voicemail Pro is already installed You need to upgrade rather than install a new version For more information see Upgrading a Voicemail Pro System 414 Otherwise the IP Office Voicemail Pro installation starts and the Welcome opens InstallShield Wizard Welcome Modify repair or remove the program Welcome to the IP Office Messaging Suite Setup Maintenance program This program lets you modify the current installation Click one of the options below Modify Select new program features to add or select currently installed features to remove Repair SF Reinstall all program features installed by the previous setup C Remove ai Remove
332. il Pro Setting the directory view specifies which other messaging machines can provide subscriber updates to a particular messaging machine Each machine listed is associated with a range of mailboxes from which updates can be accepted and whether a voiced name can be accepted 1 Dis 2 Select Interchange Administration gt Remote Machine Administration gt Directory Views At the Machine Name prompt select the Voicemail Pro Select the Options key and then Add all entries Select Save Repeat these steps for the Avaya Intuity Audix Avaya Interchange Enterprise List Administration This section describes how to configure a list of endpoints in the Interchange Interchange based lists are an efficient way to send messages to stable lists of mailboxes Only one copy of the message is sent from the originating system to the interchange which takes care of distributing that message to the destination machines and mailboxes 1 From the Interchange Main Menu select Interchange Administration gt Enterprise List Administration gt System Parameters Set or check the address range of the interchange Dial Plan that can be used for lists 2 From the Interchange Main Menu select Interchange Administration gt Enterprise List Administration gt List Definition Choose a unique list id from the list range and assign an owner In the Network Address grid enter the list of destination addresses from the Interchange Dial Plan The Remot
333. ilboxes with Email Addresses 375 2 Minimum PC specification for an IMS Client PC These are minimum specifications and in most cases will not meet the customer s expectations for acceptable performance The end user s PC should be a newer PC to meet the customer s expectations and will far exceed the minimum specs listed above 64MB 160Mb 800MHz Celeron 3 Althon B 800MHz 650Mhz 3 If the client PC is a Windows server it must Meet minimum hardware and operating system requirements for an IMS server see IMS Server PC Requirements 366 Not be a Domain Controller Not be the Voicemail Pro IMS Server 4 Clients must use TCP IP networking 5 Users must be members of the same Domain as the IMS Voicemail Pro Server 6 The supported email services are MS Exchange 2000 and 2003 7 The IMS client is supported with Microsoft Outlook 2000 2003 with cache mode off 8 If you are the installer or system administrator you must log on to the Client PC as the person who is going to be using the IMS software and you must have Administrator rights for that PC to install the software 9 Outlook must already be installed and configured on the user s PC Test this by using Outlook to send a test message 10 The Integrated Messaging Server must already be installed and running 11 Only when you have completed the above process should you proceed to Adjusting DCOM Settings 38h Voicemail Pro Page 380 IP Office 15 601063 Issue 201 03 March 2009 Appe
334. ility for callers to leave messages in your mailbox is turned off rr c lt v f 3 v rr To allow callers to leave messages press 571 Invalid password please enter new password and sign With text With other media Zero bytes 012 Byte 013 Kilobyte 014 Kilobytes 015 Megabyte 016 Megabytes 018 And 019 Message from Private 022 Private priority 023 Priority 025 026 029 030 Call received olz o oln oO j gt D 3 ca 3 Fax 032 033 035 038 039 040 2041 To customize your mailbox for example to create or edit your mailing lists or change your password press 5 042 To administer your media preference for sorting messages press 8 2043 You are administering your preferred media type for sorting incoming messages Messages with a primary media type matching your preference will be presented before other messages regardless of the order in which they have been received zia FX 9 QO s j oO a mh D To advance to the end of the message press 6 Rewound Sid ojo 3 ay 2 S 5 oO 315 o amp 2 v w No media preference for sorting incoming messages has been specified For voice press 1 for fax press 2 for text press 3 for binary files press 4 To retain your current preference press the key You media preference for sorting incoming messages is For no preference press zero
335. ils Sending wav files across a network creates a high loading on the network and networks servers A one minute message requires a 1MB wav file To set the message parameters 1 To transmit wav files check the Transmit Wave File box 2 Choose the option for transmitting the wav files Choose either Attach wave file to message to allow a recipient to copy a wav file for use elsewhere Embed wave file in message to allow a recipient to embed a file in a message An embedded file is compressed and therefore smaller than an attached file 3 Click Check to validate the changes that you have made 4 Click OK You are prompted to restart the affected services so that your changes are enabled 5 Choose Yes The services that are affected by your changes are automatically stopped and restarted Voicemail Pro Page 119 IP Office 15 601063 Issue 201 03 March 2009 3 2 2 4 Configuring SMTP Email Settings For SMTP email you need to define connections to external SMTP Email Servers You can define your connections in the SMTP Email settings tab Details in the tab vary according to whether IMS or Voicemail Pro Networked Messaging VPNM is installed To configure SMTP email settings 1 Open the Windows Control Panel 2 Select IP Office Voicemail Pro The IP Office Voicemail Pro window opens 3 Click the SMTP Email Settings tab System Settings Path Settings Email Settings SMTP Email Settings m SMTP Server Mail Server Port Nu
336. ilure Add connections to S ae relevant actions For an example of the action in a call flow see IVR Database Connection Success Example Retrieving Data From the Database 338 and Entering Details in to the Database 34 Failure Voicemail Pro Page 281 IP Office 15 601063 Issue 201 03 March 2009 6 10 3 Database Get Data Ey Once a query has been made against a database see Database Execute Action 28 either a single result or a set of results are returned The Database Get Data action will allow access to the data items if a set of results are returned To add a Database Get Data action 1 Click the B Database Actions icon and select Ey Database Get Data 2 Select the Specific tab Select the way to retrieve the data Retrieve the next item in the list Allows the call flow to facilitate the stepping through of a list of results returned by the Database Execute action Retrieve the previous item in the list Allows the call flow to facilitate the stepping through of a list of results returned by the Database Execute action Retrieve the first item in the list Allows the call flow to facilitate jumping to the start of the list therefore returning all the items in the list Retrieve the last item in the list Allows the call flow to facilitate jumping to the end of the list therefore returning all the items in the list The Database Get Data action has four results Success e Success The current record has successfu
337. in m Computer Management Action View e gt alm e aB 2 11 04 2006 14 12 54 VMPro User Nor H System Tools 06 04 2006 09 53 21 VMPro User Nor ia Event Viewer 06 04 2006 09 53 14 VMPro User Nor i Application Information 05 04 2006 54733 VMPro User Computer Management Local 3 MPro User Log QJ System Information H A Performance Logs and Alerts Shared Folders A Device Manager cS Local Users and Groups E t Storage C Disk Management IBF Disk Defragmenter E3 Logical Drives Removable Storage Fa Services and Applications To view the log details 1 From the Control Panel select Administrative Tools gt Computer Management The Computer Management window opens 2 In the System Tool directory view the Event Viewer 3 Click VMPro User Log to view the details Voicemail Pro Page 90 IP Office 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro Troubleshooting 2 9 4 Tracing in Debug Many applications including Voicemail Pro and IMS output activity messages that are viewable in Debug View DbgView This application can be downloaded from http marketingtools avaya com knowledgebase tools debug Dhgout 01 5 2816 2892 Dl lMainChinstDLL 0x10000000 fdwReason DLL_THREAD_DETA A vmprov5s CO 2816 2872 Create New User 192 168 42 1 port 4098 vmprov5s 2816 2872 Licence summary for 192 168 42 1 vmprov5s 2816 2872 voicemail
338. in to IMS but Voicemail to Email 34 Click Finish An attempt is made to validate the SMTP email settings If the attempt to connect with the SMTP server fails an error message is displayed This can be ignored if SMTP is not being used which it is not for IMS services Voicemail Pro Page 376 IP Office 15 601063 Issue 201 03 March 2009 Appendix Installing IMS 9 1 5 6 Check the IMS Services If Voicemail Pro has been installed successfully the voicemail service is started automatically However it is useful to check them and to know how to stop start the services manually To check restart the Voicemail Pro and IMS Services 1 Do not proceed with this process until you have completed the steps in Installing the IMS and Voicemail Pro Software 37 gt 2 Open the Windows Control Panel 3 Select Administrative Tools gt Services Sa i Services File Action view Help m 2 gt a Services Loca Name Description _ Status _ Startup Type By TCP IP NetBIOS Hel Enables su Started Automatic Local Service Sa Uninterruptible Pow Manages 4 Manual Local Service Sy Universal Plug and Provides s Manual Local Service Rs webclient Enables Wi Started Automatic Local Service Ry IMS Gateway Started Automatic IMS Sy IMS Restart Started Automatic IMS Ry IMS Voice Started Automatic IMS Rs Voicemail Pro Service Started Automatic IMS _ Extended A Standard 4 The Voicemail Pro service and IMS se
339. included in system announcements that you and other people will hear At the tone please speak your name after speaking your name press 1 lt lt lt oloo efclic v ov S a 15 oag ni vo jo 2 lz D 30 20 2 27 53 5 33 a2 lt Z jeje 5 5 ol alo ja a Ee i ou o o m5 5o Clo cr o o a1 g5 lt a oa eF m pa o For all calls For external For busy For no answer For out of hours You must approve your recording Please enter extension and sign o NN NIN N O U1 W ioe N oe www N oOo NO O E fe i oO a o fo ct gt oO go 5 oO lt fe wn a pa oO oO T 3 a U oO Wn wn a E o v Q o 5 gt D o a D a 7 ov 3 a 3 0 v v o Q MD 7 3 0 v v ma ej v Q o 5 a D e a D i 7 o lt ge 0 v 7 N ce ej v Q o 5 3 0 v v o Q M 7 o lt ao bee 3 o v Oo 1 U End of message Next message You are selecting an option for automatic message scan E A A A Alun s oe oie fa Oog w ST Z y Ye o cr ao 3 oo 30 p2 a lt ag oo se 5 vV ae FLO c E J O 3 a 3 D wn wn D a M n o o a ce D or 3 ct gt D 3 D vV wn D a o v M wn wn o cr 3 o wn ke fa 5 a lt a 9 ips D o c cr 3 D aa O 2 lt v Q 9
340. information on SAPI 5 can be obtained from Microsoft support websites e Volume 62 gt Change the speech volume e Ratel 68 Change the speech rate e Pitch 6 Change the speech pitch e Emph 6 Add emphasis to words e Spell 65 Spell out words and numbers literally e Silencel6 Add a period of silence e Partofspl 6 Change the usage of words Entering XML Tags XML tags can be used in two ways either nested or empty e Nest Tags Example lt volume level 90 gt text lt volume gt Nested tags consist of e An opening XML tag in the example above lt volume level 90 gt e The text to which the opening tag command should be applied e A closing XML tag The closing tag use the same command as the opening tag prefixed with and no other settings In the example above this is lt volume gt e Empty Tags Example lt volume level 90 gt All following text An empty tag is not nested its command and settings apply to all the following text Empty tags are recognizable by the before the tags closing gt Voicemail Pro Page 67 IP Office 15 601063 Issue 201 03 March 2009 Example SAPI XML Tags Volume Controls the volume of the speech This tag can be nested or empty e Attributes e level Supports values between 0 and 100 being percentages of the system s set volume e Examples e lt volume level 50 gt Speak allow following text at level 50 e lt volume level 50 gt Speak thi
341. ing queried Voicemail Pro plus Compact Call Center Minimum PC Requirements Basic Voicemail Pro 512MB 10GB P4 2 8GHz Not tested Athlon XP 3000 Athlon 64 Also allow 1MB per minute for message and prompt storage Hard Disk Free Space Processor Pentium Celeron Operating System Support Server OS 2000 Server 2003 Server 2008 Server Client OS 2000 Professional XP Professional Vista Business Enterprise Vista Ultimate e VM Pro and CCC can be run on the same server up to a maximum of 25 agents 8 ports of VM Pro Any Dual Core CPU of 2 4Ghz and higher is supported Ports Component Location ProgramFiles Avaya IP Office Ports Voicemail Pro Service Voicemail Pro VM vmprov5svc exe VMPro Database VPIM Client VMPro VPIM DBSVR VMPro VPIM Receiver VMPro VPIM Server IMS Admin IMS Service Restart IMS Gateway Service Voicemail Pro VM VMPDBSvc exe Voicemail Pro VPIMClient exe Voicemail Pro VPIM vpimdbsvr exe Voicemail Pro VPIM VPIMReceiver exe Voicemail Pro VPIM VPIMServer3 exe Voicemail Pro IMS IMSAdmin exe Voicemail Pro IMS UMServer exe IMS Voice Service IMS Security IMS Client for Outlook Voicemail Pro IMS VMServer exe Voicemail Pro VM IMSSec exe Voicemail Pro IP Office Voicemail Pro IMS IMSServiceRestart exe ProgramFiles Avaya IMS Client UMSForm exe UDP 50791 UDP 50795 ALL 50801 ALL 8089 TCP 445
342. ing 91 404 EnableRefTracing 91 404 EnableTagTracing 91 404 EnableTracing 91 404 English Non Intuity Prompts 301 Enter Command 433 Enter DOOMCNFG 381 enter greeting 288 Enter greeting number 288 Enter outcalling 288 Enter outcalling number 288 Enter VBScript 272 310 entering matching digits 278 Entering Touch Tones 240 Enterprise List Administration 430 entry press 288 Entry Prompts list 230 Entry Prompts Tab 230 Entry Prompts window 164 182 enu custom getmail wav 189 EOC_1 301 EOC_2 301 equating Exchange User 366 Equisys Zetafax 122 125 Error Logging 60 errormessages htm 105 EstimatedAnswer 312 EstimatedAnswer Property 312 Event Viewer application 117 400 409 Example Call Flow 147 246 275 347 Mobile 191 Example SAPI XML Tags 67 example Save 211 example Touch 233 example transferring 213 Exchange Administration Manager open 397 Exchange Administrator 368 Exchange Connector 122 Exchange Server Knowledge 362 Exchange Server PC 408 Exchange User equating 366 Executables 409 Execute Action 344 Existing Campaign Delete 351 expandable collapsible list contains 201 Export 41 203 398 412 Export Call Flows window 41 398 Exporting Call Flows 203 extension 203 mobile twinning 191 extension press 288 301 Extension dll file disabling 413 extenstion dll 413 Voicemail Pro IP Office External Location 153 193 external twinning 190 Extn View 127 F Failed Msg 430 fax board 107 121 122 123 127 Fax Calls
343. ing Calls 4 8 5 Automatic Call Recording The IP Office system can be configured to automatically record calls based on the user hunt group incoming call route or account code Trigger Outgoing Default Recording Destination Incoming Call Route None For the call duration or up to 1 hour Hunt Group 2 x Hunt group mailbox Until ended or transferred to a user outside the hunt group or its overflow group User a Z User mailbox Until the user ends or transfers call Account Code x ff User mailbox Until the user ends or transfers calls Individual calls may match several recording criteria Where that is the case the following applies e If the destinations for the recordings are different separate recordings occur with the durations are indicated above e If the destinations for the recordings are the same a single recording is made using either the incoming call route hunt group or user duration in that order or priority e Multiple recordings of the same call use multiple voicemail channels e Time profiles can be used to control when automatic call recording is used e For inbound calls recording will not take place if the call goes to normal voicemail e Different frequency settings set in percentage terms can be applied to the automatic recording of inbound and outbound calls e A mandatory setting can be used to return a busy tone when call recording is triggered but no voicemail ports are available e Where calls
344. ing Voicemail Pro to MAPI 484 Voicemail Pro Page 53 IP Office 15 601063 Issue 201 03 March 2009 2 5 3 7 Switching VoiceMail Pro to MAPI By default the Voicemail Pro installation process assumes that SMTP will be used for Voicemail Pro email functions Therefore it requests an SMTP email account settings during installation setup Voicemail Pro can use MAPI is a MAPI compatible client is configured on the Voicemail Pro server and is accessible using the account under which the Voicemail Pro server has been installed If you are installing IMS use the IMS account previously created as part of the installation process For more information see Installing IMS 364 Some options are not available if you are working offline You must be working online to use this feature To switch Voicemail Pro to MAPI 1 Start the Voicemail Pro Client 2 Click re Preferences and select General 3 Click the MAPI tab General Directories MAPI Housekeeping SNMP Alarm Qutcalling Mapi Profile pee oo Mapi Password Use Email Protocot C SMTP MAPI 4 The Use Email Protocol settings allow you to switch Voicemail Pro between MAPI and SMTP e If MAPT is selected a valid MAPI profile and password must be entered in the fields above That MAPI profile must exist within the MAPI email client on the server PC and be useable by the account under which the Voicemail Pro service is running e If SMTP is selected the SMT
345. ing capabilities are supported and can be verified e Sending Messages to lists or individuals preserving any combination of Priority and Privacy e Replying to the sender e Forwarding Couldn t Send Message Warning The following warning is normally associated with not having specified a fully qualified domain name for the local SMTP server address lt CVPIM bSendMessage gt Couldn t send message Response 550 5 7 1 Unable to relay for 210 avaya2k test avaya com Voicemail Pro Page 434 IP Office 15 601063 Issue 201 03 March 2009 Appendix IP Office to Avaya Interchange Voicemail Pro Page 435 IP Office 15 601063 Issue 201 03 March 2009 Index A Access Permissions 379 381 Access Voicemail 144 Using Short Codes 143 access works mailbox 107 Account Code 175 176 180 211 263 account code matching 263 Account Details 119 372 402 Action Data 171 355 action following 265 action replaces 255 270 actions having 224 actions including 65 actions share 224 action specific 315 Activation 381 Activation Permissions 381 Active Directory 372 381 Active Directory Users 381 active during 171 Add Administrator window 135 Add comments 363 Add key 430 add pauses 194 Add Prompt 230 Add Start Point 202 Add Touch Tone Sequence window 240 Add Remove 41 43 398 Add Remove Programs 43 Add Remove Programs window 43 Additional Voicemail Pro 367 372 AddRef 91 404 addressing press 288 administering Outlook 301 Admini
346. ing to use Modular Messaging 1 Click Next The IP Office Voicemail Pro SMTP Email Settings window opens e Inthe Mail Server box type the name of the SMTP mail server This should be the fully qualified domain name e Inthe Port Number box type the number of the receiving port on the SMTP mail server The default is 25 e Inthe Mail Drop box type the name of the destination folder for outgoing emails on the SMTP Server Alternatively click the Browse button and select the folder to use e To enforce server authentication check the Server Requires Authentication box This is optional If you check this option you also need to provide the Account Name and Password that need to be entered You can also choose whether or not to set the Use Challenge Response Authentication option Click Finish An attempt is made to validate the email settings If everything has been installed correctly and the license requirements are met you are prompted to start the Voicemail service If the attempt to connect with the SMTP server fails an error message is displayed You might need to start the Voicemail service manually For more information see Starting the Voicemail Pro Service 364 Click OK to acknowledge the message You have now finished installing the Voicemail Pro ACM Gateway software Voicemail Pro Page 419 IP Office 15 601063 Issue 20 03 March 2009 9 3 Installing Networked Messaging VPNM Voicemail Pro Networked Messaging VPNM al
347. ings window opens so that you can specify details of the SMTP server to which the Voicemail Pro server should send messages A proposed server name might already be filled in In the Mail Server box leave the proposed name unchanged or type the name of the server to use This should be the fully qualified domain name In the Port Number box type the number of the receiving port on the SMTP mail server The default is 25 To enforce server authentication check the Server Requires Authentication box This is optional If you check it you also need to provide the Account Name and Password that need to be entered You can also choose whether or not to set the Use Challenge Response Authentication option Click Finish An attempt is made to validate the email settings An error message is displayed when the attempt to connect with an SMTP server fails Click OK to acknowledge the message You have now finished installing the Voicemail Pro Server and Client software See Starting the Voicemail Pro Server 36 If you are using IIS version 6 under Windows 2003 server some configuration changes are required For more information see Configuring Windows 2003 to Work with Web Campaigns 354 Voicemail Pro Page 33 IP Office 15 601063 Issue 201 03 March 2009 2 2 3 Installing Custom Voicemail Pro Server and Client If you are upgrading an existing voicemail system see Upgrading a Voicemail Pro System 41 A custom installation of Voicemail
348. ion see Entry Prompts Tab 230 e Reporting For more information see Reporting Tab 23 e Results For more information see Results Tab 234 To add an action 1 Select the start point to which you want to add an action 2 Click in the Details pane 3 Click Actions and select the type of action that you want to add from the list for example Basic Actions 4 From the submenu select the required action For example if you selected Basic Actions you might choose Speak Text The cursor changes to show that you have selected an action to add Alternatively on the toolbar click the icon for the required type of action and then select an action from the submenu 5 Click in the details pane where you want to place the action The new action is added You can now edit the action and add connections to it You can change the properties of an action For example If you selected the Speak Text action you can specify the actual text to be spoken when an action is taken To edit an action 1 Double click the action in the details pane or right click it and select Properties The Properties window opens Details of the selected action are contained in a set of tabs 2 Select a tab and change the action properties as required 3 Click OK when you have finished If an action is no longer required you can delete it from a start point call flow To delete an action 1 In the Details pane where the actions are displayed click
349. ion settings unless the action specifies another mailbox Transfer Action For more information see Telephony Actions Transfer Action 258 Assisted Transfer Action For more information see Telephony Actions Assisted Transfer Action 263 Whisper Action For more information see Telephony Actions Whisper Action 25 Voicemail Pro Page 207 IP Office 15 601063 Issue 20 03 March 2009 5 6 2 Using Start Points Start points can be for individual users hunt groups short codes or default start points All start points can be added edited 208 renamed 20 or deleted 208 To add a start point for a User or Group 1 Either click users or cis and then g The Adding a new window opens Alternatively right click Slusers or Pisicugs and select Add 2 Select the name that matches the user or group on the telephone system To add all users or groups check the option Add all users 3 Select the types of start points required The start points Collect Leave Callback Queued and Still Queued are available for both users and groups 4 Click OK To add a start point for a short code 1 Click CHishort Codes and then amp The Adding a new short code window opens Alternatively right click CHishort Codes and select Add 2 Enter the short code Short code start points require the telephone number entry of the matching short code in the IP Office Manager application to be set in a specific way For example if a start point
350. ion is on by default The Advice of Call Recording Message This message is provided in the file aor_O0O wav For each language installed on the Voicemail Pro server a copy is located in the sub folders of c Program Files Avaya IP Office Voicemail Server WAVS To switch the recording warning on or off 1 From the Voicemail Pro Client click Tr or select Administration gt Preferences gt General 2 Click Play Advice on Call Recording to switch this option on checked or off unchecked 3 Click OK 4 Click Save amp Make Live To hide the auto record indication In addition to the audible advice of call recording prompt some Avaya terminals display REC to show that the call is being recorded The display can be suppressed 1 Open IP Office Manager and load the configuration from IP Office 2 In the Navigation pane click Sy System 3 In the System Configuration window click the System tab 4 Check Hide auto recording The terminal display REC will be suppressed 5 Save the configuration back to the IP Office system Voicemail Pro Page 169 IP Office 15 601063 Issue 201 03 March 2009 4 8 2 Changing the Recording Time For recordings being placed into a Voicemail Pro mailbox the maximum recording time is 1 hour To change the recording length 1 Start the Voicemail Pro Client 2 Click tr or select Administration gt Preferences gt General 3 The Max VRL Record Length secs setting is used only for calls being r
351. ion testing is complete 22 Log on to the Voicemail Pro Server PC using the voicemail account 23 From Outlook send a message direct to an extension user 24 If this message is received correctly you can continue installing the Voicemail Pro software For more information see Installing the Voicemail Pro Software 47 Voicemail Pro Page 46 IP Office 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro Voicemail Email Installation 2 5 2 4 Installing the VoiceMail Pro Software To install the Voicemail Pro software 1 Log off and log back on using the Voicemail account and password 2 Install the required Voicemail Pro software For more information see Installing Compact Voicemail Pro Server and Client 285 or Installing Typical Voicemail Pro Server and Client 3 3 When the installation process requests a User Name and Password for the Voicemail Pro service enter the Voicemail account details 4 Restart the server PC when requested and log on using the Voicemail account 5 When SMTP email details are requested enter no values and ignore the error message following the SMTP check 6 Start the Voicemail Pro server service For more information see Starting the Voicemail Pro Service 36 7 Check that the basic voicemail services start and operate correctly 8 The next step is to switch the Voicemail Pro to MAPI operation For more information see Switching Voicemail Pro to MAPI 484 Voicemail P
352. ion window see 392 IMS Database Service 372 IMS email 111 155 402 IMS Email Settings Configuring 402 IMS Exchange Mailbox Operation Observing 397 IMS Gateway 117 364 372 400 408 run 409 IMS Gateway Server 409 logging 117 400 IMS Gateway Service 364 372 408 IMS Installation 367 408 IMS Installation Alternatives 408 IMS Licenses Entering 371 IMS Limitations 363 IMS Messages Past Housekeeping Saving 415 IMS Playback Parameters 392 IMS Playback Parameters window 392 IMS Restart Services 409 IMS Server 91 364 366 367 368 379 380 381 404 408 connect 392 409 IMS Account Has Admin Rights 369 IMS Server MUST 369 IMS Server PC Requirements 366 IMS Server Preparation 369 IMS Service Logging 117 400 IMS Services 117 400 Check 377 IMS Tracing 91 404 IMS User 412 413 416 IMS user s 397 restore 412 IMS Voice 117 118 364 372 400 401 408 409 IMS Voice Server 117 400 IMS Voice Service 364 372 408 hosting 118 401 IMS VoiceMail Pro 369 IMS Voicemail Pro Server 365 380 name 392 IMS Applications 414 IMSClient 380 394 409 IMSClient exe 380 392 IMSClient exe file 392 IMSGATEWAY arf 412 Inactive 107 135 136 137 138 288 301 Inactivity Timeout 107 Changing 138 inactvity timeout reset 138 inbox 363 379 Incoming Call Route 149 153 166 175 176 181 205 208 284 285 347 match 144 Voicemail 153 Voicemail Pro IP Office IncomingCallRoute 215 incorporates BLF 355 increase decrease wa
353. ion with IP Office 4 0 Voicemail Pro 4 0 supports the following new features Upgrade 4 You can now upgrade without having to remove previous versions of the software Outcalling 19 When a new voice message is left in a user s mailbox notification can be automatically sent to a selected external number Notification can be sent for all new messages or only messages marked as priority If there is no response to the first notification there is an escalation capability A user can configure their outcalling settings using their telephone handset Details on how to configure outcalling for individuals can be found in the Intuity Mailbox guide Personal amp Hunt Group Announcements 18 _ Personal announcements can be recorded A caller will hear the user s personal announcement before being transferred to voicemail if available Channel Reservations 103_ Specific functions can have voicemail channels reserved for their use The channels are reserved in IP Office Manager By default there are no reserved channels Automatic Recording 175 Incoming call routes can be configured to be automatically recorded Voicemail Pro Page 12 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro What is New 1 2 Features of Voicemail Pro Voicemail Pro provides voicemail for every telephone on the system Messages can be retrieved from a user s own extension or from another telephone Voice messages can also be forwarded to other voi
354. irm Book Details 344 Confirm Call Flow Download Window 140 Confirm New Password 135 Confirm Password 137 140 Confirm Voicemail Code 99 157 194 connection string open 281 Connection Tab 281 connection taking 328 construct 91 216 272 281 310 404 SQL 281 ConstructorTracing 91 404 contactable 301 ContactStore 24 Continue button 357 Continue Offline Message Window 133 continue scanning 288 continue scanning lists 288 continue working 133 correspond 126 288 354 372 Intuity Audix 430 Cost 337 338 342 344 Create Voicemail User Account 49 CreateObject 312 313 315 320 327 329 332 Critical Alarm 112 CRITICAL WARNING 380 Cti 91 404 CtiNotifyTracing 91 404 Custom 102 160 165 166 188 189 226 236 263 301 350 372 394 412 Custom Forms 394 Custom Installation 350 Custom Prompts 188 189 Custom String 236 Custom wav 412 Customer Information window 372 Customer Menu 354 Customer Menu window Campaign Wizard 354 Customer Prompt window Campaign Wizard 353 Customer Prompts 353 Customer Service Administration 430 Customer Services Administration 433 customer s 369 Customizing Announcements 164 Auto 180 Auto Recording 180 Example 185 Hunt Group Call Flow 166 Manual Recording 174 CVPIM 433 D data As String 333 Data Link 281 338 Voicemail Pro IP Office Data Link Properties dialog view 338 Data Link Properties window 281 Data Tagging 258 263 Database Actions 202 226 336 Database Actions icon
355. is not saved The message will be removed automatically by housekeeping Click the icon to save the message When the floppy disk icon has a green tick superimposed the message is set as saved Voicemail Pro Page 415 IP Office 15 601063 Issue 20 03 March 2009 9 1 8 11 Outlook Delegates Cause IMS to Slow IP Office Integrated Messaging Pro IMS clients may appear to respond slowly or even lock up where the IMS client user has defined one or more delegates in Microsoft Outlook These delegates should be included in IMS User settings in the IMS Administration tool Mailbox Properties E xj Mailbox Settings User Properties m General Information Voice Mailbox Identifier 308 Voice Mailbox Name AlenF Associated Email Address Agenti Change r Primary NT Account TEST Agent Create New m Permissions Account Doman Access Admin M 0 Add Remove OK Cancel Apply All delegates of an IMS Client s Outlook should have their domain account and email address added into the permissions field with Access permission selected 9 1 8 12 IMS Clients Not Connecting When Outlook Opened Avaya IP Office Voicemail Pro IMS Clients not connecting to Voicemail Pro when outlook is opened IMS Clients may experience problems when outlook is opened and the IMS software attempts to connect to the Voicemail Pro Server The IMS Client will try to resolve the name of the Voicem
356. ithin 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 reproduction transfer and or
357. l 0 000 144 4 4 5 Voicemail Telephone Numbers 145 4 4 6 Example Call FIOW cecceeseeeeseeseeeeeeeeeeeees 147 4 5 User Voicemail ACCESS esccceesceeeeneeeseneeeteneeteeaes 149 4 5 1 Giving Users Button ACCESS cccceeeeereee 150 4 5 2 Giving Users Access from Any Extension 152 4 5 3 Giving Users Access from an External LOCALO DETTE ETE T TTT 153 4 5 4 Creating a Trusted Location cccesceeeee 153 4 6 Mailbox Access Controls eecceeceeeeeeeeeieeeteeeeeeee 154 4 6 1 Telephony Operation Mode ccesceeeeee 154 4 6 2 Automatic Message Deletion 155 Page 3 15 601063 Issue 201 03 March 2009 4 6 3 Personal Distribution Lists eee 155 4 7 Hunt Group Voicemail cceeceeeeeeeeeeeeeeeneeeeneeeneeees 156 4 7 1 Hunt Group Configuration in IP Office 157 4 7 2 Configuring Message Waiting Indication 158 4 7 3 Configuring Group Broadcast ceeeeeeee 159 4 7 4 Using a Short Code to Collect Voicemail 160 4 7 5 Out of Hours Operation ceeeeeeeeeeteeereeees 161 4 7 6 Configuring Announcements cceeeeeeeee 162 4 7 7 Customizing Announcements 164 4 7 8 Hunt Group QuUeUING ceceeeeeeeeeeeteeeeteeeeeeeees 165 4 7 9 Customizing a Hunt Group Call Flow 166 4 8 Recording Callls cceceeeceseeeeeesseeeeeeeeeeesneeeeeeeeeeees 168 4 8 1 Call Recording Warning ccccecseeeeeeeeee 169
358. l 0 e To speak to a secretary callers can dial 2 e To connect to an external number such as the user s mobile or cell phone callers can dial 3 Before a mailbox owner can use this feature you must set up the numbers that they want to use for their transfer options To set up voicemail transfer options for a user 1 In IP Office Manager display the user s Voicemail tab 2 Optional Enter an internal or external number in the field Reception Breakout DTMF 0 When connected to a user s voicemail the caller can press 0 to be transferred to either an internal or external number The user should announce this facility in their greeting message for example John Smith is not available today you may leave a message or press 0 for Reception 3 Optional Enter an internal or external number in the field Breakout DTMF 2 3 When Voicemail Pro is running in Intuity mode a user can select to have two further breakout numbers in addition to the reception number These two additional breakout numbers are triggered by the caller pressing either 2 or 3 These additional numbers allow a simple user attendant to be created The options setup should be included in the user s mailbox greeting 4 Click OK 5 Ask the mailbox owner to record a new greeting message to inform callers that they can press O 2 or 3 for different transfer options When a Leave Mail action is used in a custom call flow to access the mailbox operation differs e For IP
359. l Pro X ports licenses up to the total number of ports required or supported by the IP Office e Installation on Windows Server Operating Systems On many Windows server PC s while the Windows Audio components are present by default they are not always enabled If this is the case the playback of voice prompts may be choppy and the TTS if installed will not work Note however that enabling Windows Audio does not require the server PC to have a sound card installed 1 Ensure that you have full administrator rights for the PC This process will also require the PC to be restated 2 In the Windows Control Panel select Sounds and Audio Devices 3 If Windows Audio has not been enabled select the Enable Windows Audio check box Voicemail Pro Page 28 IP Office 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro Basic Voicemail Installation To install compact Voicemail Pro Server and Client 1 Insert the IP Office Voicemail Pro CD The installation should auto start If it does not auto start click Browse to locate Setup exe on the CD and then run it The Choose Setup Language window opens 2 Select the installation language This language is used for the installation and for the default language prompts Click OK Installation preparation begins 4 Voicemail Pro 4 2 requires Microsoft NET 2 0 Framework If this version is not detected you are prompted to install it Click Yes to install Microsoft NET 2 0 F
360. l Pro Client e The Voicemail Pro Server as either an executable program or service according to the Windows version e Appropriate prompts for the selected installation language e Help files and wav files for Voicemail Prompts in English e Help files and wav files for Voicemail Prompts in the language closest to that used by the locale of the target machine This is the minimum set of components that you need to run Voicemail Pro Of all of the setup types compact Voicemail Pro is likely to take up the smallest amount of space but this depends on the language selections The process for installing a compact Voicemail Pro Server and Client comprises the following key steps 1 Completing the pre installation steps described in this section 2 Installing the Voicemail Pro software as described in this section Before you begin 1 Log on to the server PC using the account under which you intend the Voicemail Pro server or service to run This account must have full administrator rights to the local PC e Recommendation Create a new user account called Voicemail and give it full administrator rights on the PC This will help to identify the purpose of the account Set the account password so that it does not expire 2 In IP Office Manager check that the correct licenses for Voicemail Pro are installed and show a status of Valid For basic Voicemail Pro the licenses required are e Voicemail Pro 4 ports plus Additional Voicemai
361. l Pro Page 209 IP Office 15 601063 Issue 201 03 March 2009 5 6 3 Viewing Call Flows as Text For support calls and diagnostic purposes it can be useful to view Voicemail Pro modules and start points as text files You can then display the contents of the text file on the screen The file can be changed as you would change any other text file To view a start point or module as text 1 Select File menu gt View as Text A Notepad window opens The txt file contains information of all Conditions and Campaigns as well as all call flow details Voicemail Pro Page 210 IP Office 15 601063 Issue 201 03 March 2009 Using the Voicemail Pro Client Start Points 5 7 System Variables A number of system variables exist which can be used to perform tasks For example NAM can be used to speak the user s name within an action s entry prompt System variables can also be checked by the compare element in a condition and then branch the call flow according to the variables value Unless otherwise stated variables are session based This means that the data is specific to a particular call within Voicemail Pro and does not persist between calls including calls transferred from the Voicemail Pro which then return Also unless otherwise stated the values are read only Speaking Variables to Callers System variables can be entered in the place of a wav file name in the Wav Editor The value of the system variable will then be spoken This applies
362. l Pro Service net start IMS Restart net start IMS Voice net start IMS Gateway 3 Create a scheduled task to start the batch file at system start up 9 1 8 14 Message Waiting Indicators Not Clearing All user names in a Small Community network using centralized Voicemail must have a completely unique entry in the User s Name field Examples of incorrect user names on the same system include e User 1 STEVE SMITH e User 2 steve smith e User 3 Steve e User 4 Steve Smith e User 5 Steve Smith User names must only use alphabetic characters These examples may cause one mailbox to be created for the above users This may prevent message waiting indicators from updating correctly and Integrated Messaging IMS synchronization problems Voicemail Pro Page 417 IP Office 15 601063 Issue 201 03 March 2009 9 2 Installing VoiceMail Pro as an ACM Gateway Complete the steps in this section to install Voicemail Pro as an ACM Gateway There is only one type of installation for the Voicemail Pro ACM Gateway Therefore you are not offered the choice of custom compact or typical during the installation process To install the ACM Gateway 1 10 11 12 13 14 Insert the IP Office Voicemail Pro CD The installation should auto start If it does not auto start click Browse to locate Setup exe on the CD and then run it The Choose Setup Language window opens Select the installation language This language is u
363. l Pro and should not be confused Voicemail Email requires the voicemail server to be running under a user account that has access to either a MAPI enabled email client program on the server PC or access to an SMTP email server SMTP Simple Mail Transfer Protocol This protocol allows the Voicemail Pro server to send outgoing emails to a specified SMTP server Microsoft Exchange and most commercial email servers support SMTP to receive emails SMTP for Voicemail Pro is therefore easy to implement in any business that has its own email server For more information see Installing Voicemail Pro for SMTP Voicemail Email 44 MAPI Microsoft Windows Messaging Application Program Interface This is a set of API s that allow MAPI applications to share information and messages MAPI requires a MAPI compliant email client program to be installed on the Voicemail Pro server It also requires the Voicemail Pro service to be run using a user account that is able to send emails via that MAPI client Supported MAPI clients are e Outlook 2000 2002 2003 2007 MAPI Voicemail Email can be used with Voicemail Lite and Voicemail Pro For Voicemail Pro installed as a service the default on Windows 2000 2003 XP Professional emails can be sent without having to open and run the MAPI email client program For Voicemail Pro installed as a server program the email client program may have to be left open for mail transfers to take place The exact method of int
364. l Pro can be configured with a set of default times for when outcalling is used the number of retries for outcalling notification and the interval after a failed notification attempt before the next retry For more information see Setting the Outcalling Preferences 113 e User Mailbox Settings Mailbox owners can configure their outcalling options using their telephone for example entering the destination telephone numbers Details on how to configure outcalling for individuals can be found in the Intuity Mailbox guide e Phone Manager Control For Voicemail Pro 4 2 users with Phone Manager 4 2 can configure their own outcalling settings using Phone Manager This includes setting their own number of retries and the interval before any subsequent retry When using an escalation list this interface also allows the user to set a delay to be used between each number in the escalation list Voicemail Pro Page 196 IP Office 15 601063 Issue 201 03 March 2009 Administration Remote Voicemail Notification 4 13 2 1 Setting the Outcalling Preferences The preferences in Voicemail Pro are set for global operation Mailbox owners can configure their outcalling options from their telephone for example create their own time profile Details on how users can configure outcalling is found in the Intuity Mailbox guide and Phone Manager 4 2 User Guide To set the global outcalling preferences 1 Display the main Voicemail Pro window 2 From the Admi
365. l Voice oo N WD uM A U N Click OK to save the button details for the selected user Voicemail Pro Page 150 IP Office 15 601063 Issue 201 03 March 2009 Administration User Voicemail Access 9 Repeat for any other users 10 Click al to save the changes back to the IP Office system Voicemail Pro Page 151 IP Office 15 601063 Issue 20 03 March 2009 4 5 2 Giving Users Access from Any Extension Access to voicemail from any extension can be given to either e An individual user So that a specified user can log in to their voicemail from any extension you need to set up a short code and associate it with the user s extension number For example a short code 90 could be associated with extension number 201 The user with extension 201 can then dial 90 from any extension and enter their voicemail code to collect their voicemail messages To give a specific user access from any extension 2 Open IP Office Manager 3 Set up a short code for example 90 Code 90 Feature Voicemail Collect Telephone Number Extn201 Line Group ID 0 Locale Leave blank Force Account Code Leave blank e All users To give all users access to voicemail from any extension you need to set up a short code When a user dials the short code from any extension they will be prompted for their mailbox number extension number and voicemail code To give all users access from any extension 2 Open IP Office Manager 3 Set up a short code fo
366. l id 43 Access ACCESS _RETRIEVE_VOICEMAIL Mailbox Extn206 Calling Party 206 Display String Michael Johnson Called Party Greeting Modifier Language eng Call Ident 43 Call Status Unknown 0 Call Type Internal Call Direction Outgoing Call Type Internal Locale eng does not exist using alternative locale of en Internal Internall Configuring for reliable disconnect IBLE time is 300 000s Receive ACTIVE for session 133 call id 43 Wave file C Program Files AvayalP Office Voicemail Pro vM Wavs T TSMSG49 WAY n Wave file C Program Files 4yvayalP Office Voicemail Pro vM Wavs T TSMSG49 WAY m Receive HELD for session 133 call id 0 Receive CLOSE for session 133 call id 0 Mailbox name retrieved Extn206 new 1 unopened 0 old 0 saved 0 Kill Connections 0 0 Buffers PO 1000 P1 250 P2 250 P3 547 InUse 0 Links 11824 12001 08 19 16 906 New VMAIL Client e Freeze Halt the display of further messages This is the default condition of the console when started e Run Start the display of messages e Clear Clear the display of messages e Campaigns Displays messages relating to campaigns Voicemail Pro IP Office Page 89 15 601063 Issue 201 03 March 2009 2 9 3 Voicemail Pro User Log User authentication failures are logged in the event viewer under VMPro User Log The following details are logged e UserID e Tool name e IP address of the Client trying to log
367. lay back response to the Campaign Plays back the customers responses to them and then repeats this customer menu e Restart the whole Campaign Delete the customers responses and restarts the sequence of questions and answers e Quit the Campaign without saving Disconnects the customer without saving their responses Move options You can move the currently highlighted option so that the key presses associated with the options differ e Timeout Sets how long the voicemail server should wait for an answer before following the No Answer connection Voicemail Pro Page 354 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Examples Campaigns 8 4 4 Campaign Identification The Campaign Identification window of the Campaign Wizard is used to set a park location for the campaign and to name the campaign e Where should this Campaign be parked Enter a park slot number for the campaign This number can be programmed under a DSS key That key can then be used by agents to access the campaign If the DSS key also incorporates a BLF lamp that lamp is lit when new campaign messages are left e The name of the Campaign is Enter a name for the campaign 8 4 5 Granting Access to a Campaign A campaign can be accessed by e Using the Campaign Action The Campaign action is used to route calls into a campaign after those calls have been routed to an appropriate start point on the voicemail server The action s properties set whether
368. lbox Method The GetMailbox method is used to obtain a mailbox Voice GetMailbox index As Long As String e Parameters e index The mailbox to return The actual mailbox number should not be entered as index refers to the offset number of the mailbox in the listing e Return Value The mailbox at that position within the list an empty string if end of list Voicemail Pro Page 320 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Examples Using VB Script 8 1 2 10 GetMailboxMessage Method The GetMailboxMessage method is used to obtain a message within a mailbox Voice GetMailboxMessage mailbox As String msgtype As String index As Long As String e Parameters e mailbox The mailbox to return messages for e msgtype The type of messages to return This can start with an N for new messages O for old messages and S for saved messages e index The message to return e Return Value The message at that position within the list an empty string if end of list 8 1 2 11 GetMailboxMessages Method The GetMailboxMessages method is used to obtain the count of specific messages within a mailbox Voice GetMailboxMessages mailbox As String msgtype As String As Long e Parameters e mailbox The mailbox to return message counts for e msgtype The type of messages to return counts for This can start with an N to obtain the number of new messages O for old messages and S for saved messages
369. le type MIME type File extensions application x mplayer2 Action _ Show download dialog Open with Opera _ Save to disk Open when transfer is complete L Do not ask For folder but save directly to _ Open with default application _ Open with other application Choose __ Pass web address directly to application Use plug in Windows Media Player Plug in Dynamic Link Library 3 Check that the setting is set to Use plug in and Windows Media Player Plug In Dynamic Link Library Internet Explorer 1 Internet Explorer uses the application associated with the wav file type for Windows 2 Select My Computer 3 Select Tools Folder Options 4 Select File Types Voicemail Pro IP Office Page 80 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro UMS Web Services 5 Locate and select the WAV extension type Folder Options General View File Types Offline Files Reaistered file types Extensions File Types SelWAB Address Book File id WAY Wave Sound BD WAX Windows Media Audio shortcut wf WBK Microsoft Word Backup Document WCS Web Site Content Source WDP Windows Media Photo coD i babe M Details for WAV extension Opens with Windows Media Player Files with extension WAY are of type Wave Sound To change settings that affect all Wave Sound files click Advanced 6 Check that the details show Windows Media Player as t
370. lems using the Avaya IP Office Integrated Messaging Service with Outlook if ports that are blocked by the default installation of these products are not opened Problems that may be experienced include e Message waiting lights not turning off when messages are played e Failure to connect to Integrated Messaging Service when Microsoft Outlook is opened The following ports will need to be set to allow incoming and outgoing traffic e UDP Port 67 e UDP Port 69 e TCP Port 135 e TCP Port 2000 e UDP Port 50791 e UDP Port 50799 9 1 8 8 VMPro Error 0x80004005 When installing Voicemail Pro software the following error message may be encountered IP Office Voicemail Pro Failed to browse for an email address The following error occurred Unspecific error Engineering Information Error Number Ox80004005 2147467259 API Called MAPIInitialize Function GetEmailAccountFromAddressBook File F VMPro_Build 44Apps3 OUMSYNDeXUnifiedMessaging Common EmaiHelpers cpp This error message occurs when clicking browse to add the email account for Voicemail to Email or IMS Applications and is due to Voicemail Pro attempting to browse Outlook s contacts folder for accounts when Outlook is not installed on the Voicemail Pro server The account details can be added in manually by typing the full email address into the account details field and selecting apply Apply must be selected otherwise the settings will not be saved Voi
371. leshooting 433 DCOM Issues 403 Trusted Location 149 Creating 153 Trusted Source 101 145 194 Try uninstalling 394 TTS 66 67 211 239 329 335 choose 65 employing 66 includes 65 license 70 start 66 TTS Usages 65 TTY 14 184 187 default 185 see 183 set 185 setting 184 use 184 TTY Device 183 184 185 TTY Maintenance Patch 185 turn outcalling 288 turn outcalling off 288 turn outcalling on 288 Turn voicemail 142 154 Turn voicemail ringback 154 txt file 210 type matching 288 Typical 350 372 Typical Voicemail Pro Server 372 U UDP Port 50791 393 414 UDP Port 50799 393 414 UDP Port 67 393 414 UDP Port 69 393 414 UK English 301 UMSEventTracing 91 404 Unable 433 Uncheck Use Cached Exchange Mode 412 Un check Voicemail On 182 unchecking Voicemail On 99 un checking Voicemail On 157 undelete 288 Under Specific Start Points 194 Under Log 88 uninstall Voicemail Pro 372 Page 453 15 601063 Issue 201 03 March 2009 Unit Name IP Address 132 United States 154 UNIX 433 UnPark Call use 355 Unspecified Error 80004005 411 Unzip AvayaFW bat 393 Up Callback Setting 194 Up Text To Speech Setting 70 Up Voicemail Transfer Options Setting 102 Updates In 157 429 430 Updates Out 429 430 Upgrade 41 70 203 372 IP Office VoiceMail Pro window 42 398 Voicemail Pro 41 43 Voicemail Pro Server 398 US 65 189 288 Voicemail Pro 301 US English 189 Voicemail Pro 288 US English Intuity Prompts 288 USB 371 Use Challeng
372. lication can do operations using the client s identity Default Impersonation Level Impersonate 7 Provide additional security for reference tracking Cancel Apply 3 On the Default Properties tab set the following Enable Distributed Com on this computer Default Authentication Level set to NONE Default Impersonation Level set to Impersonate Voicemail Pro Page 385 IP Office 15 601063 Issue 201 03 March 2009 4 Click on the Default Security tab Distributed COM Configuration Properties Applications Default Properties Default Security Default Protocols r Default Access Permissions You may edit who is allowed to access applications that do not provide their own settings Default Launch Permissions You may edit who is allowed to launch applications that do not provide their own settings Edit Default r Default Configuration Permissions You may edit the list of users that are allowed to modify OLE class configuration information This includes installing new OLE servers and adjusting the configuration of existing OLE servers Edit Default OK Cancel Apply 5 Click on the Edit Default button for Default Access Permissions E x Registry Yalue Permissions Registry Value Default ccessPermission Owner Administrator Name Everyone Type of Access Allow Access x OK Cancel E Remove
373. lingParty 318 GetCallingParty Method 318 GetDTMF 319 GetDTMF Method 319 GetEstimatedAnswer 319 GetEstimatedAnswer Method 319 GetExtension 320 GetExtension Method 320 GetLocale 320 GetLocale Method 320 GetMailbox 320 GetMailbox Method 320 GetMailboxMessage 321 GetMailboxMessage Method 321 GetMailboxMessages 321 GetMailboxMessages Method 321 GetMessagePriority 322 GetMessagePriority Method 322 GetMessagePrivate 322 GetMessagePrivate Method 322 GetMessageStatus 322 GetMessageStatus Method 322 GetName 323 GetName Method 323 GetNewMsgs 323 GetNewMsgs Method 323 GetOldMsgs 323 GetOldMsgs Method 323 GetPositionInQueue 324 GetPositionInQueue Method 324 GetRegister 324 GetRegister Method 324 GetResult 324 GetResult Method 324 GetSavedMsgs 325 GetSavedMsgs Method 325 GetSavedResult 325 GetSavedResult Method 325 GetVariable 325 GetVariable Method 325 Gfi FAXMaker 122 125 Give Error Messages Using Voicemail 105 Goto 226 Add 242 349 Goto Action 226 242 349 Granting Access 355 Greetings Folders 412 Group Broadcast Configuring 159 Group Mailbox Names 26 Group Policy Select 381 Group Start Points 145 H H lt Group Name 101 Help button clicking 281 help press 288 Voicemail Pro IP Office Index Highlight Addin 413 Highlight Integrated Messaging Associations 379 Highlight Microsoft Exchange Server 368 Highlight Voicemail Pro 137 HMain 101 158 Home Action 226 243 Host Server PC IMS 118 401 Hours Fallback Grou
374. list 138 client s voicemail 413 Clients Not Connecting When 416 Clock 226 301 add 270 Clock Action 226 270 Close Outlook 412 413 Close regedt32 408 Close Services 377 cmd 433 cmp_01 301 cmp_02 301 cmp_03 301 cmp_04 301 Collect Used 205 207 Collect Callers Details 344 Collect Messages 145 Collect New Mobile Twinning No name 191 Collect Voicemail 101 142 160 COM 91 272 310 369 381 403 404 COM objects 91 404 COM Security Select 381 compare 180 211 217 222 Avaya Scansoft TTS 65 Complex Mailbox Call Flow 185 Component Services 381 Computer Management 90 368 Computer Management window 90 Condition For 217 220 221 Condition Actions 202 226 Condition Editor window 217 220 221 222 Condition Name 217 220 221 Conditions Actions icon 275 276 277 278 Conditions Editor 180 200 202 220 221 222 275 open 217 start 217 Using 217 Conditions Editor icon 220 221 Conference 168 262 Conference Capacity 168 Conference Finished 262 Conference Full 262 Conference Not 262 301 Conference Not Started 262 Conferencing 168 171 226 262 301 Conferencing Center 226 add 262 Page 439 15 601063 Issue 201 03 March 2009 Conferencing Center Action 262 Configuration Actions 202 226 Configuration Actions icon 251 252 253 Configuration Includes 204 Configuration Includes window 204 Configure Debug Filters window Close 91 404 configure outcalling 113 196 197 288 Configuring Voicemail Pro 200 Conf
375. lity Manager Starts and Manual LocalSystem Sy VMProD Started Automatic Administrator Services Local Started Automatic Woicemail By ws Installer Installs re Manual LocalSystem Sa windows Managem Provides s Started Automatic LocalSystem Sy Windows Managem Provides s Started Manual LocalSystem Bs Windows Time Sets the co Manual LocalSystem Sy Workstation Provides n Started Automatic LocalSystem 4 Double click the service to display its properties 5 Click the Log On tab 5 Under Log on as select Local System Account and then select Allow service to Interact with desktop 6 Click OK 7 Stop and restart the service using the icon After the service restarts the Voicemail Professional Server console window opens 8 Click Run 9 At an extension dial 17 Details of the Voicemail Pro activity should be displayed in the console window To return to normal operation repeat the above process and set the Voicemail Pro Service back to its specific user account Voicemail Pro Page 88 IP Office 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro Troubleshooting The console provides a number of commands These commands affect only the display of messages within the console window and do not alter the voicemail server operation in any way Freeze Run Clear Campaigns 08 19 10 250 New YMAIL Client Configuring for reliable disconnect IDLE time is 300 000s Receive OPEN for session 133 cal
376. lls As well as providing messaging services Voicemail Pro can provide a call recording service Call recording can be turned on manually For more information see Starting Manual Call Recording 17h Alternatively call recording can be configured to take place automatically for specified users hunt groups incoming call routes or out going calls with account codes For more information see Automatic Call Recording Overview 175 e If a conference call is being recorded recording continues when a new party joins the conference e If a call that is being recorded is put on hold or parked the recording will pause When the call is reconnected the recording resumes e By default a recording is placed in a user s own mailbox but this location can be changed e A recording by an agent that is intruding on to a call will keep recording after the intruded call has ended This is to allow the recording to be annotated e Conference Capacity Call recording uses conferencing capacity and so is subject to the available conferencing capacity of the IP Office system e IP Trunks and Extensions When the direct media path option is used with IP trunks and or an extension it is not possible to guarantee call recording e Call Recording Warning In many locations it is a local or national requirement to warn those involved in a call that they are being recorded The Voicemail Pro does this by playing an Advice of Call Recording prompt which can
377. lly been assigned to the DBD variable Jat End e At End Empty You have reached the end of the list the DBD variable contains no information Failure e Empty The execute method returned no data the DBD variable contains no information e Failure There was a problem trying to retrieve the next data record the DBD variable contains no information Examples of using the database actions are given in the IVR database Connection section For an example of the action in a call flow see IVR Database Connection Example Retrieving Data From the Database 33 6 10 4 Database Close Ek The Database Close action will close the current database connection If the database is open when a call terminates then a Database Close action is run automatically To add a Database Close action 1 Click the E Database Actions icon and select amp Database Close 2 There is no specific tab El D E Success Failure The Database Close action results can only be Success or Failure Add connections to relevant actions Voicemail Pro Page 282 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Actions Database Actions 6 11 Queue Actions ts Queue Actions These actions are associated with hunt group queues and are not available to user and short code start points The IP Office Manager option Synchronise calls to announcements should not be used when using the queue actions amp Queue ETA Action 28 Speak t
378. lose Services To Initialize the Voicemail Pro Call Flow 1 Select Start gt Programs gt IP Office gt Voicemail Pro The Voicemail Pro Client starts and the main window opens Click the Ek Save and Make Live icon Select Yes The file root vmp is created and made available to the Voicemail Pro server This is the compiled non editable version of the editable call flow 4 Voicemail operation can now be tested from an extension by dialing 17 Setting the Voicemail Services or PC to Restart Automatically The following action is optional If there is some fault causing the Voicemail Pro service to halt that fault should be investigated and fixed however having the service or PC automatically restarted if possible will minimize the disruption to the Voicemail Pro users 1 Use the Windows control panel to select the Voicemail Pro Service 2 Right click on the service and select Properties 3 Select the Recovery tab 4 Use the options presented to either restart the service and or restart the PC should the operating system detect that the Voicemail Pro service has halted Voicemail Pro Page 36 IP Office 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro Basic Voicemail Installation Using a Batch File to Start Services In some instances certain computers might not respond quickly enough in order to start all of the Avaya services in the correct order In this circumstance it can be advisable to create a batch
379. lows users to forward voicemail to mailboxes on remote voicemail systems This is done by adding a VPNM component to the Voicemail Pro installation The messages are transferred between systems using an SMTP MIME mail format to encode both the voice part of the message and additional message details Here is a diagram to illustrate VPNM between two IP Office systems Remote IP Office System Central IP Office em IP Office Control Unit IP Office Control Unit Voicemail Pro with PNM Voicemail Pro with YPNM and SMTP Server and SMTP Server Here is a diagram of a sample VPNM configuration between an IP Office and Avaya Interchange Depending on how your IP Network is set up the configuration will differ slightly a m Avaya Media Server Media Gateway with Intuity Audix Central PBX Voicemail Pro with VPNM and SMTP Server DNS Avaya Server Interchange Ethernet Switch Up to 2000 mailboxes are supported per VPNM server and there is no constraint on the number of VPNM servers However to distinguish between dial plans you might need to allocate a dial pre fix to each server A maximum of 99 pre fixes are available This section summarizes the steps required for installing VPNM between two IP Office systems and between an IP Office system and an Intuity Audix system through Avaya Interchange The instructions provided here should be read in conjunction with the other Avaya guides for example Avaya Interchange Rele
380. m the field ISBN e DBD 3 would return details from the field Title Each Speak Text action in the call flow returns the values from a different field selected within the database query The Speak Book Cost action has additional text added so that the currency can be spoken In this example pounds are used 21x Properties for Speak Book Cost specific Reporting Results General Entry Prompts 5 Please enter the text you wish to speak Text to speak DBD 1 pounds Voicemail Pro Page 343 IP Office 15 601063 Issue 201 03 March 2009 8 2 1 4 Entering Details into the Database The caller is given an option to buy the book If they select to buy the book the call flow module Bookshop_CurrentBookBuy operates The call flow immediately checks that access to the bookshop database is still available via a Database Open action W W Yoicemail Pro Client Intuity Local 10l x File Edit Actions Administration Help b 4 a oO Specific Start Points Users Groups Gl Short Codes OO Default Start Points Voicemail Pro Administrators S B O MB 7 9 S ESUE gt SE Next Ss Make sure DB Still active Success Failure Ta BookShop_SystemProblem Modules age BookShop_ oe BookShop_CurrentBookSpeakl SE BookShop_Search_ISBN e BookShop_SystemProblem age BookShop_Welcome age BookShop_Search_Author
381. m the server to the Client If the call flow is different you can chose to download the call flow from the server or to use the local call flow e Download Click to download the call flow from the server e Cancel Click this if you do not want to download the call flow from the server To upload the local call flow to the server use the Save or Save and Make Live options from the File menu For more information see Saving Changes and Making them Live 203 4 3 4 Changing your Password If you are a standard user you can change your own password when you are working in online mode If you are working offline the Change Password option is not available To change your password 1 From the File menu select Change Password The Change Password window opens 2 In the New Password box type the new password 3 In the Confirm Password box retype the new password 4 Save the changes Voicemail Pro Page 140 IP Office 15 601063 Issue 201 03 March 2009 Administration General Administration 4 4 Routing Calls to Voicemail There are different methods by which callers can be transferred to voicemail The transfer can be used to route the caller to a specific mailbox to leave or collect messages or to a particular Voicemail Pro start point The sections that follow describe the use of Voicemail Collect short codes and VM paths as telephone numbers These can then be applied to dialing DSS keys SoftConsole and Phone Manager buttons
382. mail Pro IMS Server 392 409 Voicemail Professional Server 88 Voicemail provides number 156 161 Voicemail Reception 98 102 207 245 246 301 voicemail ringback 101 142 154 158 193 Check 99 Voicemail Ringback Number 101 voicemail ringback on off 154 voicemail rings user 205 Voicemail running 98 Voicemail Server Directory 109 Voicemail Server PC 62 251 252 270 366 Identifying 98 Voicemail Server Speech Directory 109 voicemail service 36 86 Voicemail System 109 164 415 Voicemail System Files 109 Voicemail Telephone Numbers 145 Voicemail Transfer 102 288 Voicemail Trusted Source Access 101 Voicemail Type 98 Line 61 Set 61 64 Voicemail User Account 70 Create 49 voicemail works 156 voicemail emails 409 voicemail user 369 Voicemail_Pro 416 VoicemailCollect 145 VoicemailPro 416 Voicemails 362 363 VoIP 61 62 Volume Change 67 VPIM 430 VPIM Machine Administration 430 VPIM System Avaya Interchange Release 5 4 Adding 430 VPN 64 VPNM 106 120 155 420 430 add 114 425 delete 114 425 including 366 incoming 433 Select 114 425 test 428 VPNM Database Service 433 VPNM Port Field 430 VPNM Preferences 428 VPNM Receiver 433 VPNM Requirements 421 VPNM Server 433 VPNM Setup Testing 428 VPNM Support 422 VPNMreceiver Service 428 VRL 107 168 170 173 176 246 VRL application 170 173 176 VRL Record Length 107 170 WwW Waiting Indication 98 101 156 158 Waiting Indicators Not Clearing 417 WAN 132 140 W
383. mber Mail Drop Ic Inetpub mailroot Drop El mT Server requires authentication Account Name Password Use Cha lenge Response Authentication CRAM MD5 4 In the Mail Server box type the name of the SMTP mail server This should be the fully qualified domain name 5 In the Port Number box type the number of the receiving port on the SMTP mail server The default is 25 6 In the Mail Drop box type the name of the destination folder for outgoing emails on the SMTP Server This is required if VPNM is installed Alternatively click the browse button and select the folder to use 7 Optional To enforce server authentication check the Server Requires Authentication box If you check it you also need to provide the Account Name and Password that need to be entered You can also choose whether or not to set the Use Challenge Response Authentication option 8 Click Check to validate the changes that you have made 9 Click OK You are prompted to restart the affected services so that your changes are enabled 10 Choose Yes The services that are affected by your changes are automatically stopped and restarted Voicemail Pro Page 120 IP Office 15 601063 Issue 201 03 March 2009 Configuring Voicemail Pro Voicemail Pro Preferences 3 3 Fax Server Configuration With an IP Office system fax machines and servers can process fax messages in a number of ways e Fax calls can be handled without the use of Voicemail P
384. ment assumes that this has already been set up and tested e On networked IP Office systems it is possible for centralized voicemail to appear operational without Small Community Networking However this operation tends to be unpredictable and so we support Centralized Voicemail Pro only when using Small Community Networking e VCM modules or VoIP channels are required in the remote and central systems e The extension and group numbering on all systems must be unique e The extension and group names on all systems must be unique e We also recommend that all names and numbers groups line services etc on the separate IP Office systems are kept as unique as possible This will reduce potential maintenance confusion 2 6 2 Restrictions e Voicemail Support Centralized Voicemail using Voicemail Pro Within a Small Community Network a single Voicemail Pro can be used to provide voicemail services for all the IP Office systems For full details of installation and setup refer to the Voicemail Pro documentation The Voicemail Pro is licensed and hosted by a chosen central IP Office system and provides full operation for that system The voicemail features supported for the other remote IP Offices are listed below e For IP500 system centralized voicemail does not require the remote systems to be running in IP500 Professional mode Only the IP500 hosting the Voicemail Pro server is required to be IP500 Professional e User mailboxes e Call
385. message e 0 None e 4 Meeting until e 8 With cust til e 1 On vacation until e 5 Please call e 9 Back soon e 2 Will be back e 6 Dont disturb until e 10 Back tomorrow e 3 At lunch until e 7 With visitors until e 11 Custom e Add absence text CFG SET lt mailbox name or extension gt absent_text lt text gt The total length of an absence text message including the standard message part selected above is 128 characters However the length displayed will depend on the device being used by callers e Set absent message on CFG SET lt mailbox name or extension gt absent_set 1 Enable the display of absence text to internal callers Voicemail Pro Page 236 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Actions Basic Actions e Set absent message off CFG SET lt mailbox name or extension gt absent_set 0 Disable the display of absence text to internal callers Voicemail Pro Page 237 IP Office 15 601063 Issue 201 03 March 2009 Example of a Custom String For example using the command FWD 201 202 203 204 205 a message can be forwarded to multiple mailboxes The message is recorded by a preceding Voice Question or Edit Play List Action The 128 character length limit restricts a single generic action to 31 three digits extensions 24 four digits extensions and so on However multiple generic actions can be connected in a chain to bypass this limitation General E
386. message Test Connection Succeeded will show if successfully connected to the database e Advanced Tab Network Settings amp other settings e g Access permissions Fields showing will be dependant on the type of provider selected Click help for specific information about any of the fields e All The properties that have been selected on the previous tabs are shown in the All Tab Amendments can be made as required by selecting the Name and click Edit Value The Database Open action results can only be Success or Failure Add connections to relevant actions For an example of the action in a call flow see IVR Database Connection Example Success Retrieving Data From the Database 338 Failure 6 10 2 Database Execute 6 The Database Execute action performs an SQL query on a database opened on a preceding Database Open action An SQL query that is generated by the Database Execute Action does not support spaces in field or table names To avoid problems in a Microsoft Access database it is advisable to avoid using a field name that has the same name as its field type For example you should avoid using the name Number for a number field To add a Database Execute action 1 Click the E Database Actions icon and select 6 Database Execute 2 Select the Specific tab The SQL Wizard window opens Use the wizard to construct the SQL query 7 D The Database Execute action results can only be Success or Fa
387. messages through the PC user s telephone IMS can be set up to send the voicemail messages as wav files which are played using the PC s sound capabilities However this creates a heavy load on the network and servers and so is not recommended Typically one minute of speech requires the transfer of a 1MB file across the network e Required Network and Exchange Server Knowledge Installation of IMS requires access to the customer s Exchange server and to other critical components of their network The installation should be performed only by an installer with good knowledge of Exchange Server and Microsoft network setup The installation should also be performed only in conjunction with the customer s network manager Voicemail Pro Page 362 IP Office 15 601063 Issue 201 03 March 2009 9 1 1 IMS Limitations IMS is designed to work in a system that comprises one IP Office and one Microsoft Exchange Server It can be used in a system with more than one telephone system as long as that system has centralized voicemail using just one voicemail server IMS cannot be used to Compose a new voicemail Reply to a voicemail Add comments to a forwarded voicemail Mark a voicemail as urgent Voicemails should not be placed in Public Folders Clients that do not use TCP IP are not supported When it starts up IMS only scans the root inbox for new messages Appendix Installing IMS IMS does not distinguish between normal messages and those m
388. ministration Help A amp 4 ea H A Specific Start Points fi Users f Bob Jones pm g Switch to TTY Similarly a 81 Select System Prompt Language action set to TTY Teletype Textphone would be added to the user s Leave start point and followed by a Leave Mail action W oicemail Pro Client Intuity a loj x File Edit Actions Administration Help JA amp aa Specific Start Points fi Users f Bob Jones Collect cave Voicemail Pro Page 185 IP Office 15 601063 Issue 201 03 March 2009 An Example of Customizing a Complex Mailbox Call Flow If required more complex call flows can be configured For example the call flow below allows callers to press to receive spoken language prompts or to wait a few seconds for the timeout and then receive TTY prompts Voicemail Pro IP Office Iof x File Edit Actions Administration Help E a Specific Start Points fi Users EG Extn206 reper Timeout 5 n F L Success Failure In this case messages are left in the same mailbox but callers can select to have spoken prompts or default to TTY prompts For hearing impaired users who cannot handle spoken messages the call flow for callers who select spoken prompts could have place those messages into an alternate mailbox of a hearing user These could then be collected and transcribed for the user Voicemail Pro Page 186 IP Office 15 60
389. more information see the Intuity Mailbox guide Voicemail Pro Page 197 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Page 198 IP Office 15 601063 Issue 201 03 March 2009 Chapter 5 Using the Voicemail Pro Client Voicemail Pro Page 199 IP Office 15 601063 Issue 201 03 March 2009 5 Using the Voicemail Pro Client This section describes how you can customize the operation of the Voicemail Pro server using the Voicemail Pro Client The Voicemail Pro Client enables you to work on several servers remotely You do not need to visit each one on site For more information see Starting the Voicemail Pro Client 132 The default operation for Voicemail Pro is to emulate Voicemail Lite by providing voicemail for all users and hunt groups Voicemail Pro Client is used to program actions for users and hunt groups who require facilities that differ from those provided by a standard mailbox With Voicemail Pro you can also program a series of voicemail actions triggered by dialing a short code The main sections of Voicemail Pro Client are e Actions Individual actions can be used within a Voicemail Pro call flow For more information see Voicemail Pro Actions Overview 224 e Modules Modules are a sequence of pre programmed actions used to simplify Voicemail Pro programming For more information see Creating Modules Overview 218 e Conditions Editor The Conditions Editor is used to amend voicemail operatio
390. more information see Saving Changes and Making them Live 20 Cut Removes currently highlighted text and copies it to the Windows clipboard Copy Copies currently highlighted text to the Windows clipboard Paste Pastes the contents of the Windows clipboard to the current cursor position if appropriate Add Start Point For more information see Using Start Points 208 Edit Start Point For more information see Using Start Points 208 Delete Start Point For more information see Using Start Points 208 Preferences For more information see Changing Preferences 108 User Defined Variables For more information see User Defined Variables 21h Conditions Editor For more information see The Conditions Editor Overview 216 Campaigns For more information see Creating Campaigns Overview 350 Connection For more information see Connections 225 Basic Actions Mailbox Actions Configuration Actions Telephony Actions Miscellaneous Actions Condition Actions GORBeOARASNRGR CEP S PRK REL Database Actions Ose Queue Actions iti Voicemail Pro Page 202 IP Office 15 601063 Issue 201 03 March 2009 Using the Voicemail Pro Client Toolbar Icons 5 3 Saving Changes and Making them Live Voicemail Pro settings such as call flow details are stored in a database file Vmdata mdb To be used by the Voicemail Server they must be saved as a Root vmp in the voicemail server folder To fin
391. mpaign Wizard Customer Prompts window 4 Adjust the prompts as required ea Edit action Edit the currently highlighted campaign action X Delete action Delete the currently highlighted campaign action tt Move action Move the position of an action in the sequence of campaign actions 5 Click Next The Campaign Wizard Customer Menu window opens Select which options are available after the prompt is played For more information see Customer Menu 35 6 Click Next The Campaign Wizard Campaign Identification window opens Enter the details on identifying the campaign For more information see Campaign Identification 355 7 Click Next The last campaign wizard window opens confirming that a new campaign will now be produced 8 Click Finish to create the campaign To modify a campaign 1 Select the option Modify an existing Campaign from the Campaign Wizard Introduction page 2 Click Next The Campaign Wizard Select an existing Campaign to modify window opens 3 Click the required campaign and click Next The Campaign Wizard Customer Prompts window opens Amend the prompts as required For more information see Customer Prompts 35 4 Click Next The Campaign Wizard Customer Menu window opens Amend which options are available as required For more information see Customer Menu 35 5 Click Next The Campaign Wizard Campaign Identification window opens Amend any details on identifying the campaign For m
392. mpting the actual installation Each type of installation may have specific pre requisites that must be completed before the Voicemail Pro software installation 2 1 General Installation Requirements Here is a list of general requirements for all types of installation e A PC with IP Office Manager and Microsoft NET Framework versions 2 0 installed on it If NET 2 0 is not detected you will be prompted to install it before the Voicemail Pro installation proceeds e An IP Office Feature Key and if necessary ie for parallel and USB feature keys a PC running the IP Office Feature Key Server application Refer to the IP Office Installation Manual for details e Licenses based on the serial number of the IP Office Feature Key This should include e A license for Voicemail Pro and any additional ports is required If Voicemail Pro Server is installed without a license it will run for 2 hours and then shut down For more information e For IP500 systems an Upgrade Standard to Professional license e Licenses for any other Voicemail Pro components being installed see Voicemail Pro Licenses 25 e The IP Office Voicemail Pro CD Tips e Before you start to install Voicemail Pro it is advisable to check that the PC that you are using can connect to the IP Office unit and that you can load and save a configuration file using IP Office Manager e Switch off any PC and hard disk sleep power down suspend hibernation modes e The Voicemail
393. n Policy Drill down to Computer Windows Settings Security Settings Local Policies Security Options Tai Group Policy Object Editor ioj x File Action View Help e gt g x B Default Domain Policy mainpdc ACE com Policy Computer Configuration el ccounts Administrator account status Software Settings fe Accounts Guest account status Windows Settings RE Accounts Limit local account use of blank passwords to console logon only 3 Scripts Startup Shutdown R2 Accounts Rename administrator account Securty Settings 82 Accounts Rename guest account 3 oo Re Audit Audit the access of global system objects dA Audit Policy RS Audit Audit the use of Backup and Restore privilege lt 3 User Rights Assignment 83 Audit Shut down system immediately if unable to log security audits Security Options BoB HN ROA AE RE RSEN Wage SYD 4 Event Log ocom Me Machine Launch Restrictions in Securty Descriptor Definition Language SDDL p 4 Search for the DCOM Machine Access Restrictions entry and double click on that entry DCOM Machine Access Restrictions in Security Descriptor Defi Eq Eg Template Security Policy Setting 4 DCOM Machine Access Restrictions in Security Descriptor PEC Definition Language SDDL syntax Define this policy setting Fi If the security de
394. n a connection occurs server to server or client to server EnableRefTracing This indicates when the reference count for certain COM objects is changed through AddRef Release Voicemail Pro Page 92 IP Office 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro Troubleshooting Gateway HKEY_LOCAL_MACHINE SOFTWARE AVAYA Integrated Messaging Gateway Debugging ChannelEvtSinkTracing ConstructorTracing DestructorTracing EnableConnectionTracing EnableFunctionTracing EnableObjectTracing EnableProxyTracing EnableRefTracing EnableTagTracing FireEventTracing MailboxEvtSinkTracing MessageEvtSinkTracing This key must be enabled to allow tracing using the other keys below Provide tracing about speech channel events received This provides some tracing for when certain COM objects are constructed As a whole it is not required for diagnostics This provides some tracing for when certain COM objects are destructed As a whole it is not required for diagnostics Provides diagnostic for when a connection occurs server to server or client to server Generally used by the client software to trace out information about the functions that are being executed Allows certain created COM objects to be traced When a client connects to a server it connects through a proxy This settings allows information from the proxy to be traced This indicates when the reference count for certain COM objects is
395. n according to factors such as the time of day For more information see The Condition Editor Overview 21 e Campaigns Voicemail Pro campaigns can be created that ask callers a series of questions A callers response can be recorded either spoken or through the telephone keypad For more information see Creating Campaigns Overview 350 Preferences can be changed using the Voicemail Pro Client Details about changing the preferences are covered in the Configuring Voicemail Pro section For more information see Changing Preferences 1065 Voicemail Pro Page 200 IP Office 15 601063 Issue 201 03 March 2009 Using the Voicemail Pro Client 5 1 The Main Voicemail Pro Window The Voicemail Pro Client is a Windows interface used to customize the Voicemail Pro Server Start Points Navigation Pane Title Bar Toolbar W W Yoicemail Pro Client Intuity Local File Edit Actions Administratign Help A 4 walle of 3 0 OH e 7 8 ES a Bw w wh Specific Start Points see Users n Groups 4A Short Codes H oO Default Start Points g Voicemail Pro Administrators a Modules Free Space 4 943 GB otal Space 9 766 GB Ab Modules Navigation Pane Details Pane The parts of the Voicemail Pro Client window are e Title Bar The title bar indicates the telephony interface that is being used namely IP Office or Intuity If you are working offline the title bar displays Offline If
396. n be started successfully at system start up using a scheduled task that initiates the batch file below This batch file ensures that the services will start successfully and in the proper order 1 Set all Avaya services listed below to Manual start Do not include Key Server 2 Create the batch file below and save it to Y YSYSTEMROOT Only include lines for the services which are installed echo off rem Wait 60 seconds before execute timeout t 60 net net net net net start start start start start VMP roDBService Voicemail Pro Service IMS Restart IMS Voice IMS Gateway 3 Create a scheduled task to start the batch file at system start up Voicemail Pro IP Office Page 87 15 601063 Issue 201 03 March 2009 2 9 2 The Voicemail Console The server program provides a console window that enables you to see messages between the voicemail server and the IP Office The nature of the messages may be useful in diagnosing problems The Voicemail Pro Service can be run in console mode if required for testing and diagnostics purposes e IMS and MAPI email activity is not supported when running the Voicemail Pro service in this way To run the service as a console 1 Open the Windows Control Panel 2 Select Administrative gt Services 3 Locate the Voicemail Pro Service Me r A Services Tree Sa Telnet Allows are Manual LocalSystem Sa Uninterruptible Pow Manages a Manual LocalSystem Sy Uti
397. n created e Using the week planner element a condition is created so that calls received between 09 00 and 18 00 Monday to Friday are treated differently to calls received outside of these hours For more information see the example for the Week Planner condition element 22h e Using the Calender element a condition is created so that calendar dates such as public holidays can be accounted for For more information see the example for the Calendar condition element 222 The two conditions need to be combined so that the call flow treats calls during working hours differently to calls received outside working hours and on bank holidays 1 Click the ie Element List icon in the toolbar 2 Click Condition 3 Click the Week Planner in the Condition Editor window The condition is placed in the Condition Editor window 4 Open the properties of the condition element by double clicking 5 Select the Calendar condition result 6 Click amp logic options and select a x NOT action Click G Condition to apply the logical option 7 Click OK The condition is now true when it is between 09 00 and 18 00 Monday to Friday and not a holiday 5 9 5 Compare The Compare element is used to add a variable that will be used to determine the call flow to be presented to the caller You can compare Voicemail Pro system variables for example POS or ETA against each other or against a value you enter Voicemail Pro Page 222 IP Office 15 601
398. n to the Voicemail Pro Client 3 times consecutively their user ID is locked and cannot be used for 1 hour As an administrator you can release a locked ID so that the other person does not need to wait To release a locked login 1 Display the main Voicemail Pro window 2 In the navigation pane highlight Voicemail Pro Administrators The name type and status of every current VoicemailPro administrator user are displayed in the details pane 3 Right click the name of the administrator user whose ID has been locked 4 Select Modify The Modify Administrator window opens W Modify Administrator x Details User Name CEE Type Administrator Password Status Inactive bd Confirm Password omes ee 5 Click the Status arrow and select the status Inactive 6 Click OK 7 Click amp Save and Make Live Voicemail Pro Page 137 IP Office 15 601063 Issue 201 03 March 2009 4 3 General Administration 4 3 1 Changing the Inactivity Timeout While a user is logged in using the Voicemail Pro Client other users cannot log in By default a timeout is set so that users are sent a warning message and logged out automatically if they have not been active for 5 minutes When the user receives the warning message they can reset the inactvity timeout so that they are not logged out This is provided that they have not already been logged out and another Voicemail Pro Client has not already connected to the
399. nal and external calls to an external number for example their mobile telephone e Both the internal and external telephones ring when a call is received The call can be answered from either telephone e If the feature Do Not Disturb DND is active for the user any callers to the internal extension number will hear the busy tone and the external telephone will not ring If a caller is entered in to the DND exception list for example using the application Phone Manager only the internal telephone will ring e If any of the forward options are active both the external and the telephone where the calls are forwarded to will ring e If the Follow Me option is active only the telephone that the calls are forwarded to will ring The external telephone number will not ring Within Voicemail Pro you can administer the mobile twinning features using call flows Mobile twinning can be turned on or of and the external twinning number entered In a call flow the Generic action is used to control Mobile twinning Within the Generic action details are entered in the specific tab In the generic free format field the following syntax can be added e CFG Set MattR twinning_type Mobile Used to turn the Mobile twinning on for the named extension MattR The extension number can be entered instead of the named extension If mobile twinning has been previously used and then turned off the previous mobile twinning number will become active e CFG S
400. name After speaking your name press 1 again To re record you name press 1 to approve press op ee At the tone please speak your name After speaking your name press 1 You are recording your name After you record your name you can access other IP Office features As you use IP office your name will be included in system announcements that you and other people will hear Press 1 and at the tone please speak your first and last name as you would like others to hear it After speaking your name press 1 again op e gt You are recording your name To record your name press 1 After recording press 1 again To play back name press 23 to approve press To make private press 1 To make priority press 2 To remove private status press 1 To remove priority status press 2 Not priority You are choosing options for this message there are no options currently set You are choosing options for this message with the current settings DIDI ADAIDI AND A A pare N Private messages cannot be forwarded by the recipients A priority message will be delivered before other messages and will be flagged for special attention in the recipients mailbox ep The message will be private The message will be priority eL Ke A A COIN Voicemail Pro Page 292 IP Office 15 601063 Issue 201 03 March 2009 Prompts US English Intuity Prompts WAV File Intuity Prompt 51 The m
401. ncel 3 Set the logging details are required and click OK 4 While DbgView is running the viewable trace is also copied to the specified file 5 The debug log files can be opened in programs such as Wordpad Voicemail Pro Page 91 IP Office 15 601063 Issue 201 03 March 2009 Filtering 1 Select View Debug Filters DbeView ne Module Name Path Module ID Level ID Bitmap 5 Informational oe Common Utilities Debug Message Logger DbgOut FF 00 00 00 00 00 00 00 0C FF FF FF FF FF FF FF FF FF Name vmp Common Utilities Debug Message Viewer DbaView FF FF FF FF FF FF FF FF FF M Init Delnit vmp Explorer Explorer SACOM Methods Calls 01 vp Driver Driver FF FF FF FF FF FF FF FF FF Y ethods Calls vmpip IMSAdmin IMSAdmin FF FF FF FF FF FF FF FF FF MIVA Nodes vmpif KeyServ KeyServ FF FF FF FF FF FF FF FF FF V Fired Nodes vmpif VMLite VMLite FF FF FF FF FF FF FF FF FF Y Outcalling wmpif iClaritySvr iClari FF FF 00 00 00 00 00 00 oc M Message Process 05 Mas ymprov5sve FF EF FF FF FF FF FF FF FA Z E Ps CAAA ntuity vmp MIPOffice TUI 08 vmp Voicemail Consol 09 vmp M Core Processing vmp M Registr vmp vmp vmp A vip amp mzc vp vmprov5s 09 5 2728 3916 calling Party Name Extn201 vmprov5s 09 5 2728 3916 Called Party Name vmprov5s 09 3 2728 3916 Locale eng does not_exist using alternative locale of i soundsManager walkTowAvDataC vmprov5s Oc 2 2728 3916 Sou
402. nch according to touch tone selection EP Goto Action 2 Go to another start point Se F Disconnect Action 24 Disconnect the call a Home Action 24 Return to the start point e Module Return Action 2 Return to the start of a module al Mailbox Actions These actions relate to the leaving and collecting of messages from a mailbox kp Get Mail Action 245 Collect messages in a mailbox D Leave Mail Action 246 Leave message in a mailbox Ey e Listen Action 24A Record to a mailbox amp Voice Question Action 24 Record response to a prompt Gas Campaign Action 24 Access a campaign to read or leave messages gE Configuration Actions These actions allow a caller to change the settings of a user or hunt group mailbox Edit Play List Action 25 Re record a prompt e fal Record Name Action 254 Re record a mailbox name ry Play Configuration Menu Action 25 gt Change user or group settings Voicemail Pro Page 226 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Actions Available Actions e Bi Select System Prompt Language Action 25 Change the prompt language ei Telephony Actions These actions relate to telephony functions such as call transfers E3 Variable Routing Action 255 Route on a match to a variable such as the caller s CLI at e Route Incoming Call Action 25 Route a call depending on whethe
403. nd Still Queued start points Voicemail Pro Page 166 IP Office 15 601063 Issue 201 03 March 2009 Administration Hunt Group Voicemail The importance of these variables is that instead of or in addition to customizing the queue call flow for all queued callers you can customize the actions for callers whose ETA or position match selected criteria The screen below shows an example of a queued call flow that uses a condition to test the value of POS for the queued caller H a Specific Start Points Users A Groups a Short Codes a Default Start Points Collect Leave lt a2 Callback lt lt Queued Still Queued e Modules ge AutoRecord E Qutcall Default Start Points gt Queued ES Success Failure Queue Position Queuesize Compare x Compare 24 Compare value This condition is TRUE if Value A PO0S Is Greater than X Value B e When the caller is in queue positions 1 to 4 they are passed to a Queue Position action and hear their queue position before returning to the queue e When the caller is in queue position 5 they are asked to leave a message e Instead of using a Leave Mail action the caller could be taken through a Voice Question or Campaign action to collect required information and the caller s responses could be saved as a message Voicemail Pro IP Office Page 167 15 601063 Issue 201 03 March 2009 4 8 Recording Ca
404. nd select amp Alphanumeric Collection Change the token name to Collect New Mobile Twinning No Record an Entry Prompt to tell the user to enter their mobile twinning number Click OK 6 An action needs to be added to set the mobile number Click the i Basic Actions icon and select g Generic Change the token name to Set Mobile No Click the specific tab Enter the command CFG Set 203 mobile_twinning_number_ KEY Click OK 7 The actions need to be connected and then the changes need to be made permanent Voicemail Pro Page 191 IP Office 15 601063 Issue 201 03 March 2009 Create a short code to test the call flow 1 In IP Office Manager add the following short code This example uses 90 but any short code can be used Code 90 Feature Voicemail Collect Telephone Number Mobile Twinning Line Group ID 0 Locale leave blank Force Account Code leave blank 2 Save and merge the configuration to the IP Office unit 3 Test the short code by dialing 90 from extension 203 Press 1 to turn mobile twinning on for extension 203 Press 2 to enter a new mobile twinning number for extension 203 Press 3 to turn mobile twining off for extension 203 Voicemail Pro Page 192 IP Office 15 601063 Issue 201 03 March 2009 Administration Mobile Twinning 4 13 Remote Voicemail Notification A user can be set up to receive notification of new voicemail messages when they are away from their main extension There
405. nd times for the days do not need to be changed 9 Click OK The symbol X before the condition Week Planner indicates the logic AND is used Working hours are Monday or Tuesday or or Friday so the logic needs to be changed to OR Click the X Logic icon in the toolbar select x Il OR Click the condition Week Planner in the Condition Editor window The logic setting to is changed to XI representing the logic OR 10 Click OK The condition can be added to a Test Condition action For more information see Test Condition Action 275 Voicemail Pro Page 221 IP Office 15 601063 Issue 201 03 March 2009 5 9 4 Condition The Condition element is used to combine the value of an already existing condition For example using the week planner a working week is created the week being 09 00 to 18 00 Monday to Friday every week The condition element can be used to alter the condition so that we can account for calendar dates such as public holidays by combining the week planner element and the calendar element When selected the element displays a list of the other conditions from which to select To add a condition element 1 Click the i Element List icon in the toolbar 2 Click Condition 3 Click the condition in the Condition Editor window 4 Open the properties of the condition element by double clicking 5 Select the condition result that you want to include 6 Click OK Example Two conditions have bee
406. ndix Installing IMS 9 1 6 2 Adjusting DCOM Settings Microsoft have significantly increased the security around many operations included application access to functions such as email The following DCOM changes are therefore essential for support of IMS and must be performed before installing the IMS Client The DCOM changes can be done either through a security policy that is then applied to all PC s in the domain otherwise the individual settings on each client PC must be adjusted To set the Client PC s DCOM Settings 1 Do not proceed with this process until you have completed the steps in IMS Client Requirements 380 2 Using one of the methods described below ensure that the DCOM settings of the client PC are adjusted to support interaction with the IMS server B2a Setting the Changes on a DCOM Security Policy B2b DCOM Settings for a Windows 2000 PC B2c DCOM Settings for XP Pro and Windows 2003 PC s 3 Only when you have completed the above process should you proceed to Installing the IMS Client Software 392 Voicemail Pro Page 381 IP Office 15 601063 Issue 201 03 March 2009 B2a Setting the Changes in a DCOM Security Policy Setting all DCOM security settings for a domain to work with IMS After setting the DCOM options this is now a domain wide policy and when the IMS clients are installed and the computer is rebooted and the user logs on these settings will be pushed to the end user Doing this as a polic
407. ndsManager walkTowAvData vnprovos iC A SoundsManager walkTowAvData vmprov5s C Oc 2 2728 3916 SoundsManager walkTowAvData vmprov5s OQc 2 2728 3916 SoundsManager walkTowAvData vmprov5s Oc 2 2728 3916 Soundsmanager walkTowAvData rmmrorSe Ne 2 P7IR 201A Souindemananar wa Te Tawavnataly Bionocowoo 2 Select the module for which you want to increase decrease reporting 3 In the right hand panel adjust the level of reporting 4 Close the Configure Debug Filters window IMS Tracing IMS tracing is enabled through a number of registry keys The IMS server keys are set through HKEY_LOCAL_MACHINE registry values The IMS client keys are set through HKEY_CURRENT_USER All the keys are all REG_DWORD values and are disabled if not set or set to 0 MMS HKEY_LOCAL_MACHINE SOFTWARE AVAYA Integrated Messaging EnableTracing This key must be enabled to allow tracing using the other keys below HKEY_LOCAL_MACHINE SOFTWARE AVAYA Integrated Messaging Voicemail EnableTracing This key must be enabled to allow tracing using the other keys below ConstructorTracing This provides some tracing for when certain COM objects are constructed As a whole it is not required for diagnostics DestructorTracing This provides some tracing for when certain COM objects are destructed As a whole it is not required for diagnostics EnableConnectionTracing Provides diagnostic for whe
408. nests e 239 6 43 Men a e a a eats 240 6 4 4 Goto na a a ae en ee elke 242 6 4 5 DISCONNECT Ansni iriser iniinda i 243 6 4 6 HoMe snn a a nee ateet 243 6 4 7 Module Return ccccccccccceeeeeeeeseeeeeeseessseseeeees 243 6 5 Mailbox ACtiOns cccccccceeeceseeseesssesessnssnaaaeeeeeeeeeeeeees 244 6 5 1G t Mathias cin cece clave eee 245 65 2 Leave Mah cc 025 hich cio ae Se cc ses 246 6 5 3 LISTON evee cect eate 247 6 5 4 Voice QUESTION cccceceeeeteeeeeeeeeeeteeeessteeeesaes 248 615 5 Campaigh is esate Ae een tea anche 249 6 6 Configuration ACtions c cecceeeeeeeeeeeeeeeteetseeeeneeeaes 250 6 6 1 Edit Play List cccccceessseeeesseeeesseeessneeeeeees 251 6 6 2 Record NAME cccccccccccccceeeeeeeeseeeseeeeeseseeeeeees 251 6 6 3 Play Configuration Menu 252 6 6 4 Select System Prompt Language 06 253 6 7 Telephony ACtiONS cceeeseeeeeseeeeeseeeeeeneeeeeneeereneeees 254 6 7 1 Variable Routing 255 6 7 2 Route Incoming Calll eeeeeeeeeeeeeseeeeeneeeeees 257 6 7 3 Route by Call Status eceeeeeeeeeseeeeeeeeeeee 257 627 4 Transtet ics sdcerte detente ainada 258 6 75 WASE r ee accent ak el ei aE ee 259 6 7 6 Call Listen 6 tan adraia 260 6 7 7 Dial by NAME eee eeeeeeeeneeeeeneeeeeneeeeeeaeeeeeaes 261 6 7 8 Conferencing Center 262 6 7 9 Assisted Transfer ccccccccccccceeseeessesessessseeeees 263 6 7 10 AlPNANUMELIC eee eeeneeeeeneeeeeteeeeeeeeeee
409. nfiguration Menu 195 207 226 access 194 add 252 Play Configuration Menu Action 194 226 252 Using 195 Play Help 265 playbeep 331 playbeep As 331 playbeep As Boolean 331 PlayDigits 327 PlayDigits Method 327 PlayLocaleWav 328 PlayLocaleWav Method 328 PlayWav 329 PlayWav Method 329 Please contact administrator 288 Please Edit 353 Campaign 351 PM 288 301 point Still Queued 164 Policies menu Voicemail Pro IP Office Index accessing 403 por Espa ol 188 Port Number 120 POS 166 211 222 246 275 329 position 329 PositionInQueue 315 PositionInQueue Property 315 Post 226 271 Select 162 182 Post Dial 226 add 271 Post Dial Action 226 271 POT 122 127 183 PRE 409 preceding Database Execute 336 Database Open 281 Leave Mail 268 Menu 263 Voice Question 236 preference press 288 Preferences icon 43 106 155 Prefix 67 101 107 121 122 123 194 215 367 pre installation 372 Previous login 288 Primary NT Account 379 Prime Times 113 197 288 Priority 166 175 196 284 285 288 322 363 433 Privacy 322 433 Pro 145 365 369 379 380 398 402 413 415 416 problem transferring 301 problem trying 282 Problems 61 63 88 103 107 117 281 282 301 400 403 408 409 411 412 414 416 417 433 having 409 Problems Connecting to Synchronizing 409 produce 233 351 WAV file 65 Professional 371 IP500 Upgrade Standard 367 ProgA 349 Program Maintenance window 43 program provides 88 Program window 43
410. ng message As String As Long e Parameters e mailbox The mailbox that the message belongs to e message The message to query e Return Value The length of the message in milliseconds Voicemail Pro Page 326 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Examples Using VB Script 8 1 2 27 MessageTime Method The MessageTime method is used to obtain the date and time the message was left within a mailbox Voice MessageTime mailbox As String message As String As String e Parameters e mailbox The mailbox that the message belongs to e message The message to query e Return Value The time the message was left in the format YEAR MONTH DAY HOUR MINUTE For example 2003 09 23 13 26 8 1 2 28 PlayDigits Method The PlayDigits method is used to play the digits specified through voicemail to the active connection Voice PlayDigits digits As String wait As Boolean True interruptables As String Any dlgid As Long 0 As String e Parameters e digits This contains the digits to be played e g 12345 plays one two three four five e wait This is an optional parameter specifying whether voicemail should return immediately or wait until the digits have been played first e interruptables This is for future development and should be left as default e digid The connection ID as passed in to the script e Return Value The key press that was used to terminate th
411. ng Custom Voicemail Pro Server and Client 344 Voicemail Pro Page 350 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Examples Campaigns 8 4 1 Managing Campaigns A Campaign Wizard is used to manage campaigns You can create new campaigns modify existing campaigns and delete campaigns To start the campaign Wizard 1 Press F7 or click Gas Campaign Editor The Campaign Wizard Introduction window opens 2 Select the required activity Create a new Campaign This option takes you through a series of campaign wizard menus to set the campaigns settings For more information see To create a new campaign 35 Modify an existing Campaign This option displays a list of existing campaigns from which you can select the one you wish to modify You will then be taken through the campaign wizard menus for the campaign settings For more information see To modify a campaign 35h Delete an Existing Campaign This option displays a list of existing campaign from which you can then select the campaign to delete For more information see To delete a campaign 35h To create a new campaign 1 Select the option Create a new Campaign from the Campaign Wizard Introduction page 2 Click Next The Campaign Wizard Customer Prompts window opens Click 4 The Please Edit the Campaign action window opens For more information see Customer Prompts 35 3 Click OK when you have entered the customer prompts You return to the Ca
412. ng Mailbox for Hunt Groups 176_ By default automatic recordings for hunt groups are routed to the hunt group mailbox Previously this could not be changed except through customized call flows on the Voicemail Pro An alternate mailbox destination can now be specified through the Hunt Group Voice Recording 17 tab Automatic Recording Mailbox for Account Codes 176 By default automatic recordings for account codes are routed to the mailbox of the user making the call Previously this could not be changed except through customized call flows on the Voicemail Pro An alternate mailbox destination can now be specified through the Account Voice Recording 17 tab Call Data Tagging on Transfer Actions 25 The Transfer action now supports fields for setting the transfer source and description to display on phones receiving the transfer The ability to associate call data for MS CRM via Assisted Transfer actions is now also supported on Transfer actions Call Transfer Announcements 258_ The Transfer 258 and Assisted Transfer 263 actions can be configured to announce the transfer to the caller The announcement uses the recorded name of the mailbox associated with the transfer if available or the number if otherwise LIFO FIFO Mailbox Operation 11 _ The default message playback order of First In First Out FIFO can now be changed to Last In First Out LIFO This is separately adjustable for new old and saved messages
413. ng Service IMS Client Package IMS Database Service IMS Gateway Service IMS Voice Service IMS Administration Tool 23 When you are satisfied that the details are correct click Next to start copying the files The Setup Status window opens to keep you informed while the installation takes place 24 When the installation is complete click Finish to restart now 25 An attempt is made to start all services associated with Voicemail Pro and IMS Service Control E x Ei Starting service YMProDB Service 26 After the services have started the installation process continues Voicemail Pro Page 374 IP Office 15 601063 Issue 201 03 March 2009 Appendix Installing IMS 27 The IP Office Voicemail Pro System Settings window opens IP Office Voicemail Pro System Settings These settings affect the services when they are running Integrated Messaging Gateway Server Logging Level Integrated Messaging Voice Server Logging Level None v 28 Select the required logging levels Logging may be useful for fault diagnostics You can switch logging off after you have verified that IMS is working correctly Click Next 29 The IP Office Voicemail Pro Path Settings window opens IP Office Voicemail Pro Path Settings Enter the name of the computer on which the Integrated Messaging Voice Server has been installed YOURE D107C97E Browse 30 Enter the name of the server PC on which V
414. ng you message For name addressing press A press 9 for yes or 6 for no Unopened lt lill did ejo olo ols z 5 D gt 52 aj 3 5 a 2 o 2 o a lt lt og 5 ajo a e o F 2 ow d lt ye are m 3 cr D o oO n gt E o N ta a a E o 7 2 in 4 cr gt D er ta 5 D Deleted E v a no go y oO wo Oo fn 0 a oO oO er oO ao ie oO v Oo g Deleted To have system wait press W if finished please hang up or to disconnected IP Office press X Entry Erased Extension This call is experiencing difficulties Q viJ 3 5 fe or ci wn o rt g D aZ c o wn ala ae D v aje fe bens 2 First message Goodbye Please disconnect gt m oO e a For help press H For help at anytime press H Invalid entry C 4g oo so seo so 96 oO Voicemail Pro Page 288 IP Office 15 601063 Issue 201 03 March 2009 Prompts US English Intuity Prompts WAV File Intuity Prompt Later eleje RPP Pie Ble JePleEJololo WINIFI O O uN p Hm A To replace list renter ID and sign to create a new list enter new list ID To transfer using names instead press 2 To reach the covering extension press Zero Enter last name No more list space Because there were no entries You can store your list or delete members but you cannot add members N
415. nimum PC Requirements Hard Disk Free Space Processor P4 1 4GHz Any 1 7GHz Any 1 4GHz Also allow 1MB per minute for message and prompt storage Pentium Celeron Minimum PC Requirements Hard Disk Free Space Processor P4 2 8GHz Not tested Athlon XP 3000 Athlon 64 Also allow 1MB per minute for message and prompt storage Pentium Celeron Operating System Support Server OS 2000 Server 2003 Server 2008 Server Client OS 2000 Professional XP Professional Vista Business Enterprise Vista Ultimate Voicemail Pro plus UMS Web Voicemail and or Campaigns Operating System Support Server OS 2000 Server 2003 Server 2008 Server Client OS 2000 Professional XP Professional Vista Business Enterprise Vista Ultimate e Both Web Campaigns and UMS Web Voicemail require the IIS web server on the voicemail server PC to be enabled e Windows 2008 Server IIS does not support legacy IIS applications such as Campaigns by default This is rectified by reinstalling IIS from the Windows installation disk and selecting Legacy IIS support e UMS Web Voicemail will install PHP is not detected as already installed e UMS IMAP or Web Voicemail cannot be installed if IMS is installed and vice versa Voicemail Pro plus IMS Note that IMS is not supported with UMS Minimum PC Requirements Processor Pentium Athlon XP 3000 Athlon 64
416. nistration menu select Preferences gt General 3 Click the Outcalling tab General Directories MAPI Housekeeping SNMP Alarm Outcalling System Times r Prime Times Peak Times 09 00 17 30 X System Retry Settings Number of Retries Retry Interval s E Ret Interval mins 1st 1 2nd 5 3rd 10 4th 15 5th 30 4 Select the times that outcalling is active in the System Times section Prime Times The time period that outcalling is to be active as default for the system Peak Times The busiest working hours 5 Set the retry settings in the System Retry Settings section The Number of Retries can be between 0 and 10 If the message is not collected after the last retry no notification is sent until another new message is delivered in the user s mailbox The Retry Interval are set for each retry attempt The interval is the length of time between each attempt to ring to targeted number again The 6th to 10th retries use the default retry interval Double click a selected retry time to edit the interval between retries The New interval number window opens where the length of time between each attempt to ring the target number can be changed Click OK to save the change and return to the Outcalling window 6 Click OK 7 Click amp Save and Make Live and select Yes A timeout value can be set by a user This is how long outcalling will attempt to call a number before giving up For
417. nother start point Ke Disconnect Action 24 Disconnect the call Ti Home Action 24 Return to the start point e Module Return Action 24 Return to the start of a module Voicemail Pro Page 235 IP Office 15 601063 Issue 201 03 March 2009 6 4 1 Generic A The Generic action can be used to play a prompt to the caller It can also be used to enter custom commands for the voicemail server The maximum length for the string is 128 characters To add a Generic action 1 Click the iy Basic Actions icon and select A Generic The Generic action only has a Next result Example of playing a prompt Callers can be given an option to hear a specific message for example details about the latest sales offer The Entry Prompts tab is used to record a message or select a pre recorded message A looped connection can be added to continually repeat the recording A connection would be from the result Next back to Generic as shown in the example Voicemail Pro Variables e Store a Variable Value CP lt nn gt lt value gt Enter a value into one of the call parameter stores CPO to CP15 For example CPO key stores the current value of key as CPO for the duration of the call within the call flow e Save a Value Save lt value gt The Voicemail Pro system variable normally contains the value of the last saved result in the call flow This generic command can be used to replace that value with another For example Save
418. nses match 367 LIFO 111 limit 165 168 215 236 381 limit restricts 236 Line Group ID 105 142 143 147 152 160 171 191 215 347 348 List Definition 430 list equating 366 list press 288 301 Listen Action 174 180 207 226 247 259 Listing linking 367 Live 133 134 147 348 412 Page 445 15 601063 Issue 201 03 March 2009 Imhosts 409 LOC 188 189 211 311 313 320 329 332 LOC voicemail 313 LOC custom getmail wav 189 Local Machine Administration 429 430 Local Policies 381 403 Local Security Policy 403 Local Security Policy window Close 403 Local Server Connecting 378 Local System Account 88 Local Users 403 Locale 142 143 147 152 154 160 171 184 191 196 211 313 318 328 331 332 347 348 match 187 locale As String 332 Locale Property 313 Locked Administrator Login Releasing 137 Log Preferences 91 404 Logg Errors 60 Logging IMS Gateway Server Out 134 Logging Level 117 400 409 Logic icon 217 221 login 128 132 137 288 429 logins 288 301 long distance 288 long outcalling 113 197 Look In list 368 Loop Until Len 320 M MacAfee Personal Firewall 414 Machine Administration 430 Machine Type 430 Mail Account 368 Mail Drop 120 Mail Properties 368 Mail Server 120 433 Mailbox Actions 202 226 Leave Mail 347 Mailbox Actions icon 245 246 247 248 249 mailbox As String 317 321 322 326 327 333 mailbox follow Failure 246 mailbox greeting 102 Mailbox ID Length 430 Mailbox Main 14
419. nsion is busy any new calls are held in a queue against the busy extension until the No Answer Time is reached The caller will hear the user s personal announcement before being transferred to voicemail if available For more information see Personal Announcements 188 4 9 1 Mandatory Announcement Example The screen below shows an example of a call flow that plays an announcement to any caller to the sales hunt group Callers entering at this start point can not bypass the announcement T Specific Start Points Users A Groups e Short Codes 2 Default Start Points A Voicemail Pro Administrators Modules gt Sales The Entry Prompt of the transfer action contains the announcement After the announcement is played the caller is transferred to the sales hunt group as specified in the Specific tab For more information see Transfer Action 250 Once the call flow has been created IP Office needs to be configured so that callers are transferred to the call flow In IP Office Manager the destination for the incoming call route is entered as VM Sales The incoming call route targets the voicemail module Sales As the call flow module name is the same as the hunt group name if voicemail is unavailable the call will automatically be routed to the hunt group The calls will not be lost but the callers will not have heard the announcement If calls are required to only be answered after they have hear
420. nstalling Networked Messaging VPNM 9 3 3 Configuring VPNM Preferences This option is active only if VPNM was selected during installation and is licensed VPNM servers can be added and then users added to the servers To open the VPN window 1 Start the Voicemail Pro Client 2 From the Administration menu select Preferences gt VPNM The VPNM window opens a PNM via SMTP server pcsserver E l0 x VPNM Server s Server ypnm sitea avaya com Add YPNM g Jelete I Users for PNM Server s Full Name Numbe ypnm sitea avaya com Bob Jones 200 200 Add Modify Delete Add Range V Enable WildCard Help Close To add a VPNM server In the VPNM Server s section click Add 2 Enter the fully qualified domain name of the remote VPNM destination the remote Voicemail Pro server PC or Avaya Interchange Enter the two digit access prefix if these are being used 4 Click OK To delete a VPNM server 1 Inthe VPNM Server s section select the server that you need to delete 2 Click Delete When a server is deleted all of the users associated with that server are also deleted Voicemail Pro IP Office Page 425 15 601063 Issue 20 03 March 2009 To add a user to VPNM server 1 Inthe Users for VPNM Server s section click Add The Adding a new user window opens Adding a new user a xj Please complete the user details Which PIM
421. nstalling Voicemail Pro UMS Web Services Voicemail Pro Software Installation with Web Voicemail Component The Web Voicemail component is installed as part of a Custom Voicemail Pro installation From the list of 1 Verify that IIS is installed and running on the voicemail server PC Check that it can be browsed from user PC s e While the server can be browsed by IP address the URL used by users will be based on the server s computer name within the customer domain Check that web server can be browsed from user PC s using the server s computer name as part of the URL If necessary change that name to accurate indicate its function 2 Insert the Voicemail Pro CD 3 When asked for the type of Voicemail Pro install to perform select Voicemail Pro Full 4 On the next screen select Custom 5 In the list of components scroll down and select Web Voicemail Do not change any of the other selections unless you understand the requirements for those components e UMS Web Voicemail is not supported in conjunction with IMS If one is selected for installation the other cannot be selected 6 Follow the remainder of the installation process and allow the voicemail server to reboot when required Configuring the IP Office for Web Services 1 Start IP Office Manager 2 Receive the configuration from the IP Office associated with the Voicemail Pro server 4 Merge the configuration back to the IP Office and then receive the configuration again
422. nt 91 404 increase decrease reporting 91 404 Inetpub mailroot Drop 428 Information Required 367 Initialize 378 Initializing Call Flow 378 Voicemail Pro Call Flow 378 Install Voicemail Pro 43 106 184 187 414 install Voicemail Pro Software 414 Installatio ACM Gateway 418 Installation Compact 28 Custom 34 MAPI 45 SMTP Voicemail Email 44 Typical 31 VoiceMail Pro Client 39 Installation Checks 367 Installation Process 66 372 381 408 Installing VoiceMail Pro 398 Installshield 43 InstallShield Wizard 42 398 Welcome 43 Integrated Message Voice Server 372 Integrated Messaging 367 392 394 409 413 417 Select 412 Integrated Messaging Server 380 Integrated Messaging Service 362 372 connect 414 Integrated Messaging Tab 411 413 Interact 88 122 336 364 409 Interchange 433 connecting 429 Intuity Audix 430 refer 430 Interchange Administration 430 Interchange Basic Tests 433 Interchange Dial Plan Intuity Audix Dial Plan 430 Interchange General Parameters Set 430 Interchange Intuity 430 Interchange Main Menu 430 433 Interchange VPIM 430 Interchange VPIM Interface Voicemail Pro 430 Interchange based 430 Internal Calls Error Message 105 Internal Variables 311 International 105 288 International Calls create 105 internet 357 433 interruptables As String 327 328 329 331 335 intranet 357 Intuity Audix 429 corresponding 430 Interchange 430 networking 430 Intuity Audix Command Line Interface 433 Page 444 15 6010
423. ntered a new user name a message is Voicemail Pro Page 418 IP Office 15 601063 Issue 201 03 March 2009 15 16 17 18 19 20 21 22 23 24 25 26 Appendix Installing VoiceMail Pro as an ACM Gateway displayed to ask if you want to create a new PC user account with the specified name and password Click Yes The Select Program Folder window opens Select the program folder where you would like the icons for the Voicemail Pro components to be added By default the program icons are added to IP Office Click Next The Start Copying Files window opens Before any copying starts you are presented with a summary of the settings that you have chosen so far Review the settings to make sure that they are what you expect Scroll down if necessary If for any reason the details are not what you expect click Back and make the necessary changes When you are satisfied that the details are correct click Next to start copying the files The Setup Status window opens to keep you informed while the installation takes place When the installation is complete you are prompted to restart the computer Choose Yes I want to restart my computer now Click Finish to restart now When the computer restarts log back in The IP Office Voicemail Pro ACM Gateway Settings window opens In the Mail Server box type the name of the mail server to use Choose Message Networking Interchange to use Interchange or Modular Messag
424. ntry Prompts fi Reporting Results Please enter a generic command Generic free format command FwD 201 202H203H2044205H A voice message can also be sent to multiple mailboxes by creating a Personal Distribution List or to each member of a hunt group by using the broadcast feature For more information see Configuring Group Broadcast 15 For examples of the action being used in a call flow see e Example Call Flow for Mobile Twinning 19 e IVR Database Connection Example Entering Details in to the Database 344 Voicemail Pro Page 238 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Actions Basic Actions 6 4 2 Speak Text q The Speak text action allows any text to be spoken to the caller To be able to use the Speak Text action you require TTS Text to Speech to be installed and licensed For more information see Text to Speech Overview 65 gt To add a Speak Text action 1 Click the iy Basic Actions icon and select q Speak Text 2 Select the Specific tab General Entry Prompts Specifi Reporting Results Please enter the text you wish to speak Text to speak sDB0I1 pounds 3 Enter the text to be spoken in the Text to speak field e The text can include System Variables 21h such as CLI and variables obtained by database actions such as DBD 1 In the example the contents of the database query field are spoken Th
425. nufacturer web site The process for configuring a fax server to work with Voicemail Pro involves the following key steps 1 Set the system fax number For more information see Setting the Voicemail Pro System Fax Number 123 2 If prefixed numbers are being used you can set up a short code so that fax calls are routed to prefixed numbers 3 If the chosen mailbox mode is Intuity inform all mailbox owners that they can set up their own preferred fax destinations if they like For more information see Setting Up a User Defined Fax Number 12 amp 4 If a system fax number is not being used you can set up a menu action to route fax calls For more information see Routing Fax Calls Using a Menu Action 128 5 If the fax server PC uses an analog fax card configure the extension number to use for faxes For more information see Configuring an Analog Extension Number for Fax Use 12 Voicemail Pro Page 122 IP Office 15 601063 Issue 201 03 March 2009 Configuring Voicemail Pro Fax Server Configuration 3 3 2 Setting the VoiceMail Pro System Fax Number The System Fax Number is used to e Enable fax detection By default fax detection is not enabled when Voicemail Pro is first installed When fax detection is enabled any fax calls that are left in a voicemail mailbox are redirected to the defined system fax number e Define the default destination for fax calls that arrive in a voicemail mailbox and which are to be redirec
426. o an agent when the above data is reviewed The Please edit the Campaign action window can be completed with the following information e Play a prompt to the customer Select this option to play a prompt to the caller Click E to specify which prompt to play or create a new prompt in the Wave Editor window For more information see Using the Wave Editor 23 e Allow the customer to input information Select this option to if you want the action to record the caller s response e What type of input do you want This option sets whether the voicemail server should Record voice or Record key presses e Please enter the maximum recording length or Please enter the maximum number of key presses The field name depends on the type of input chosen The time specified in seconds sets the maximum length of recording or the maximum number of key presses to record before the next action e Please enter a unique name that will describe the input A name to associate with the action The name should be a single word with no spaces e The following prompt will be played to an agent when the above data is reviewed This option allows you to select or create a prompt that is played to agents before hearing the caller s response Click to specify which prompt to play or create a new prompt in the Wave Editor window For more information see Using the Wave Editor 23h Voicemail Pro Page 353 IP Office 15 601063 Issue 201 03 March 2009 8 4
427. o more lists List has no entries To continue press Review completed For extension addressing press 2 Members Message Returned to getting messages Messages Delivery scheduled Please enter new password Please note only IP Office subscribers can be specified by name No addresses identified Nothing to approve Not found Passwords do not match please re enter new password No more messages No new messages Noon Voicemail Pro Page 289 IP Office 15 601063 Issue 201 03 March 2009 N WAV File 09 10 11 12 Cannot modify another subscriber s list Please enter a new password 3 lt 4 W 3 v e i ji ul 2 a n Please enter password again for confirmation to delete the password you just entered press D Re enter password 14 19 ojs z 5 9 oo S Za Enter password 23 Please enter extension 5 a n a a 26 Private 27 Public Record at the tone Recording stopped Previous login incorrect please re enter extension To restart at the activity menu press R to transfer to another extension press T To skip press to listen press zero Returned to the Rewound alaala lt PRE M lt 15 2 8 oO E O 5 5 o a 5 3 Ss Ey 7 5 a ke S oO vN n tees Rewound to previous message To respond to this message press
428. o the desktop If you have made changes a message is displayed to ask whether you want to save them 2 If you do not want to save your changes click No No changes are saved If you want to save your changes click Yes Your changes are saved but not yet made live 3 If you are ready to make your changes live click Save amp make Live For more information see Saving Configuration Changes and Making them Live 20 Voicemail Pro Page 134 IP Office 15 601063 Issue 201 03 March 2009 Administration Starting the Voicemail Pro Client 4 2 Administrator Configuration You can use Voicemail Pro Client remotely in offline mode If you want to connect to a Voicemail Pro Server you need to log in By default the Voicemail Pro Server does not have any User accounts defined therefore no Remote Voicemail Pro Clients can connect If you are an administrator you can add other users as administrators You can give them the authority to carry out standard or more powerful administration tasks using the Voicemail Pro Client There are two types of administrator e Standard Client user A standard administrator can perform administration of call flows using the Voicemail Pro Client A standard administrator can change their own password but cannot add or remove Client users or change passwords e Administrator Client user A more powerful administrator who can add and remove Client users and set and change passwords To add an Administrator 1 In t
429. ocumentation go to the Avaya Support web site http Awww 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 1 800 628 2888 in the United States For additional support telephone numbers see the Avaya Web site http Avww avaya com support Voicemail Pro Page 2 IP Office 15 601063 Issue 201 03 March 2009 Contents 1 Voicemail Pro 1 4 What ts N Weieii3 2 00 sed ecesc hein ae beeline 1 2 Features of Voicemail Pro0 ccccccceceeeeeseseseeseseseenneees 1 3 Supported LanQuages ecccceeeeeeeeeeeeeeeeretseeeeeeeeaes 1 4 Number of Simultaneous Voicemail Users 2 Installing Voicemail Pro 2 1 General Installation Requirements ccceeeeeee 2 1 1 PC Specification eeeeeeeeeeeeseeeeeeeneeeeeeeeneees 2 1 2 Network Requirements 2 1 3 Disk Space Requirement cceseeeeeenees 2 1 4 Web Server Operation ccceceeeeeeeeeeeeeeneees 2 1 5 Voicemail Email Connection 2 1 6 ContactStore Operation eceeeeeeeeeeeeeeeeneees 2 1 7 Voicemail Pro LICENSES cc eeeeeeneeeeeneeeeeees 2 1 8 User and Group Mailboxes ceeeeeeeeeeees 2 2 Basic Voicemail Installation ee eeseeeeeseeteneeees 2 2 1 Installing Compact Voicemail Pro Server and E Ea E E E E EE
430. oicemail 6 Restart the ContactStore service 7 Both application should now be accessible via web browser Voicemail Pro Page 78 IP Office 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro UMS Web Services Playback Control UMS message playback through the web browser is tested and supported with the Windows Media Player It may work with other audio playback controls but will not have been tested The following methods can be used to check that the audio playback is associated with the Windows Media Player Firefox 1 Select Tools Options Applications or Tools Options Content File Types Manage 2 In the search box enter x mplayer2 Options doa Ta t Main Tabs Content Applications Privacy Security Advanced Search EIA o OB o Content Type Action z Windows Media Audio Video playlist C Use Windows Media Player default v m 3 Check that the Action is set to Use Windows Media Player or Use Windows Media Player plug in Dynamic Link Library Opera 1 Select Tools Preferences Voicemail Pro Page 79 IP Office 15 601063 Issue 201 03 March 2009 Preferences Programs History Cookies Security Network Toolbars Shortcuts Voice Browsing AQ x mpl v M Hide file types opened with Opera Search Notifications MIME type File extensions New application x mplayer2 Delete Content rone Edit Downloads Fi
431. oicemail Pro Client and Voicemail Pro Service are also checked e Check the boxes for any additional required languages It is recommended that either English or English US is always selected in addition to any languages that are required by the customer e Important Do not uncheck any other boxes as this will remove the corresponding software features e Scroll down and check VPNM Click Next If you have chosen not to install the Web Campaign Component the Service Account Name window opens The Select the Web Server root directory window opens so that you can specify the folder where the web campaign web pages are to be stored The default folder is C inetpub wwwroot To use the default folder click Next To specify a different folder type the path to the preferred folder location Alternatively click Browse and locate the folder to use Click Next The Destination of the Web Script Directory window opens so that you can specify the folder where the web campaign components are to be stored The default folder is C inetpub scripts To use the default folder click Next To specify a different folder type the path to the preferred folder location Alternatively click Browse and locate the folder to use The Service Account Name window opens Details of the default administrator account might already be filled in In the Service Account Name window type the User Name and Password for the user account under which the Voicemail Pro servi
432. oicemail Pro and IMS are installed and show a status of Valid The licenses required are Voicemail Pro 4 ports plus Additional Voicemail Pro X ports licenses up to the total number of port required or supported by the IP Office control unit Networked Messaging Enables operation of VPNM with Voicemail Pro To install Voicemail Pro Software with VPNM support 1 Insert the IP Office Voicemail Pro CD The installation should auto start If it does not auto start click Browse to locate Setup exe on the CD and then run it The Choose Setup Language window opens Select the installation language This language is used for the installation and for the default language prompts Click OK Installation preparation begins If the following window is displayed Voicemail Pro is already installed You need to upgrade rather than install a new version For more information see Upgrading a Voicemail Pro System 4 If you have already installed basic Voicemail Pro on the PC and now want to install IMS the instructions are the same The difference is that when prompted to Modify Repair or Remove you must select Modify and check the Integrated Messaging check box later in the installation process Otherwise the IP Office Voicemail Pro installation starts and the Welcome window opens InstallShield Wizard Welcome Modify repair or remove the program Welcome to the IP Office Messaging Suite Setup Maintenance program This prog
433. oicemail Pro and IMS have been installed In most cases the name is detected automatically and filled in for you If not click Browse and provide the name of the Integrated Message Voice Server If this fails it is most likely because the IMS Gateway Service is not running Voicemail Pro Page 375 IP Office 15 601063 Issue 201 03 March 2009 31 Click Next The IP Office Voicemail Pro Email Settings window opens IP Office Voicemail Pro Email Settings Account Details IMS Browse Message Parameters The following settings are used to control whether the Voicemail message is sent as a wave file within the email message f Transmit Wave File fs oO 32 In the Account Details field type the name of the account IMS Alternatively click Browse and find the IMS account 32 1 If wav files of voicemail messages are to be sent in emails rather than left just in the voicemail mailbox check Transmit Wave Files Sending wav files across a network creates a high loading on the network and network servers A one minute message requires a 1MB wav file Choose either Attach wave file to message to allow a recipient to copy a wav file for use elsewhere Embed wave file in message to allow a recipient to embed a file in a message An embedded file is compressed and therefore smaller than an attached file 33 Click Next The IP Office Voicemail Pro SMTP Email Settings window opens Note that IMS uses MAPI so this setting does not perta
434. oicemail Pro can also be set to run in this mode For more information see the IP Office Mailbox User Guide e Intuity Mailbox Mode This is the default mode for Voicemail Pro It provides an IP Office emulation of many of the Avaya Intuity features For more information see the Intuity Mailbox User Guide For information about switching between IP Office and Intuity mailbox mode see Changing Mailbox Operation Mode 13 e Phone Manager The Phone Manager application enables a user to switch voicemail and voicemail ringback on off Phone Manager Pro also provides full visual access to a user s voicemail and allows messages to be played back and controlled through their PC For more information see the Phone Manager User Guide or help If a mailbox does not have a recorded name greeting when that mailbox is accessed to collect messages the caller is asked to record their name before proceeding to collect messages The name greeting is used for functions such as Dial by Name actions and Intuity mode name lookup 6 e Tip As Voicemail Pro system administrator you should ensure that mailbox owners have the help and user guide for their type of mailbox available to them There is an IP Office User Guide and an Intuity Mailbox User Guide Both are available in PDF and online help formats You can find them on the IP Office Documentation CD or you can download them from the Avaya knowledge base at www avaya com ipoffice knowledgebase 4 6 1 T
435. oicemail message Inbox Microsoft Outlook Iof x Eile Edit View Go Tools Actions Help Q Brad Trower Core switch mins and projects summary Mon 12 04 04 09 48 A Matthew White VMGRS5 W 8 20 Urgent Order Mon 12 04 04 14 48 Daniel Bailhache G Productn Siteoptn 12137 vm Mon 12 04 04 15 19 A Software Licence Tue 13 04 04 12 29 A Software Licence Tue 13 04 04 16 30 faza IMS Internal voice mail from Alan Jefferies Tue 13 04 04 17 04 fraza IMS Internal voice mail from Alan Jefferies Tue 13 04 04 17 06 z 736 Items 3 Unread 4 5 If the Client has not been installed or has not been installed correctly the telephone icon will not be displayed Try uninstalling rebooting and reinstalling Alternatively you may have to manually install the form as detailed below 4 6 Only when you have completed the above process should you proceed to Observing Exchange Operation 297 Voicemail Pro Page 395 IP Office 15 601063 Issue 201 03 March 2009 To Manually Install the Form 1 In Outlook select Tools Options 2 Select the Other tab 3 Click Advanced Options 4 Click Custom Forms and then Manage Forms 5 Click Install and browse to and select C Program Files Ava a IMS Client UMSForm CFG Form Properties Display name fi ntegrated Messaging Form Category Integrated Messaging WinNT4 0 x86 Win95 L IPM Seltek VoiceMessage
436. om address if the server can not successfully do a reverse lookup on the from address 8 An error was reported in response to receipt address The SMTP server may refuse to handle mail for unknown recipients 9 There was an error connecting to the SMTP mail server 10 There was an error opening the file If you have specified file attachments ensure that they exist and that you have access to them 11 There was an error reading a file If you have specified file attachments ensure that they exist and that you have access to them 15 No mail server specified 16 There was a problem with the connection and a socket error occurred 17 Could not resolve host 18 Connected but server sent back bad response 19 Could not create thread 20 Canceled as a result of calling the Cancel method 21 The operation timed out while the host was being resolved 22 The operation timed out while connecting 24 ESMTP Authentication failed 25 The selected ESMTP Authentication mode is not supported by the server 26 ESMPT Authentication protocol error 27 Socket Timeout error 105 Invalid license key Voicemail Pro Page 60 IP Office 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro Voicemail Email Installation 2 6 Centralized Voicemail Pro A single Voicemail Pro server on a central IP Office system can be used to provide voicemail services for other remote IP Office systems This is called Centralized Voicemail Pro Centralized
437. on For more information see Edit Play List action 25h Voicemail Pro Page 230 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Actions Standard Action Tabs 6 3 3 Using the Wave Editor The Wave Editor is used by Voicemail Pro to select record and play prompts It can be used to select existing prompts or to record new prompts The Entry Prompts tab of each call flow action allows prompts to be played before the action performs its main role Clicking 4 or double clicking a listed prompt starts the Voicemail Pro Wave Editor This tool allows you to record and play prompts through the Voicemail Pro server PC or through an extension on the IP Office system Wave Editor E MUse which media device Telephony Handset Extension 203 PC Multimedia Telephony Handset Please select a file or enter a new file name Relative to C Program Files Avaya lP Office Yoicemail ProM Ways Mwave Information Wave Length Sample Sample Rate Channels To record a new prompt 1 Select the media device to use either Telephony Handset or PC Multimedia If Telephony Handset is selected enter the extension of the telephone to be used 2 Enter a file name for the recording 3 Click the record button to record the message If the media type selected is Telephony Handset the telephone extension will ring When the handset is picked up a message will be heard saying Record
438. on see Enabling Access to Hunt Group Voicemail with a Short Code 16 Voicemail Pro Page 156 IP Office 15 601063 Issue 201 03 March 2009 Administration Hunt Group Voicemail 4 7 1 Hunt Group Configuration in IP Office Voicemail can be configured for each hunt group in IP Office Manager To change voicemail configuration for a hunt group 1 Open IP Office Manager 2 In the Navigation pane click at HuntGroup and select the hunt group 3 View the Voicemail tab Voicemail Voicemail Code Confirm Voicemail Code aa Voicemail Email sales acme com M Voicemail Email MV Voicemail On Off Copy C Forward Alert M Voicemail Help Broadcast 4 Optional Enter a voicemail code between 1 15 digits in the Voicemail Code field This is required when users retrieve voicemail messages for the hunt group remotely for example from an extension that is not a member of the hunt group or from an external telephone The Voicemail Code must be retyped in the Confirm Voicemail Code field to ensure it has been correctly entered 5 Optional Messages for the hunt group can be sent to an email account Voicemail Email Enter the email address of the user Select the Voicemail Email Mode from Off Voicemail messages or notifications are not automatically sent Copy A copy of the message is sent to the email account Forward Voicemail messages are sent to the email account and deleted from the voicemail server
439. on 392 see 394 telephone number including 101 Telephony Actions 202 226 Assisted Transfer 347 Dial 347 Telephony Actions icon 191 255 257 258 259 260 261 262 263 265 Telephony Handset 231 Telephony Operation Mode 154 Teletype 184 185 telnet 433 Issue 429 SMTP 430 telnet 172 16 254 197 25 433 telnet ip address 25 433 temp backup mdb 41 398 Test Condition 180 216 220 221 226 add 275 Test Condition Action 180 216 220 221 226 275 Test Connection button 281 Test Connection Succeeded 281 Test Email Operation 369 Test Packets 433 Test User Variable 226 add 277 use 213 276 Test User Variable Action 213 226 276 277 test 329 Testing IMS Client Installation 394 VPNM 428 VPNM Setup 428 text As String 335 text matching 349 text This 67 335 Text To Speech 24 65 66 67 70 110 239 342 Textphone 184 185 TIME 329 Time Check 144 TimeAndTrace 91 404 TimeCheck 143 144 timeout As Long 319 TimeQueued 166 211 TimeSystem 166 211 Voicemail Pro IP Office Index Title 139 201 337 338 342 344 Title Bar 139 201 TOC 113 197 Token Name 191 229 Tools gt Options gt Integrated Messaging 394 Total Items 397 Touch 121 126 147 226 233 240 Touch Tones 121 126 147 226 Entering 240 Menu 233 tracing MAPI 91 404 Transfer 141 164 175 195 207 240 263 412 Transfer Action 147 181 207 226 258 259 Transfer action transfers caller 258 Transmit Wave Files 372 check 119 402 Troub
440. on the target phone No answer timeout Select how long the voice mail server should wait for an answer before following the No Answer connection The whisper action will not go to the target extension voicemail Prompts played before the recording and Prompts played after the recording Click 4 The Wave Editor window opens Select the prompts that are to be played to the target extension when they answer the call The prompts played after the caller s recording should include the instruction Press 1 to accept or hang up to reject The Whisper action can be connected to a number of following actions according to whether the call is answered rejected gets busy or no answer tones Whisper New No Answer Bus Reject Voicemail Pro Page 259 IP Office 15 601063 Issue 201 03 March 2009 6 7 6 Call List Ez With the Call List action a caller can indicate the extension to which they want to be transferred If selected the caller can be restricted to selecting an extension within a particular group The transfer in this case is not blind if unanswered the action can link to actions for no answer busy and no answer timeout To add a Call List action 1 Click the ei Telephony Actions icon and select Ez Call List 2 Select the Specific tab Complete the fields with relevant details Reporting Results Transfer with call list Transfer to group Prompt user with a list of group members Source of tran
441. onference ID can be entered is controlled by the option Allow the delegate to try and enter the conference ID a total of Up to 10 re tries can be allowed If the ID is entered incorrectly the result failure is returned The action also provides a number of results which act as failure options if conference access is unsuccessful These are Invalid Conference or Password Conference Not Started Conference Finished Conference Full and Failure Invalid Conference or Password Conference Not Stated Conference Finished Conference Full Fale tS Page 262 Voicemail Pro 15 601063 Issue 201 03 March 2009 IP Office Voicemail Pro Actions Telephony Actions 6 7 9 Assisted Transfer RS The Assisted Transfer action transfers the caller to the specified number which can include IP Office short codes The caller hears either silence or music on hold if installed The transfer is not blind if the call receives busy or no answer then it returns to follow the appropriate connection Note On systems with IP trunks and extensions and especially within an IP Office Small Community Network there may be a short delay to connect the speech path when an assisted transfer is answered e For Voicemail Pro 4 1 the Transfer 25 and Assisted Transfer 26 actions can use the Notify caller of transfer to target option on the actions Entry Prompts 230 tab To add an Assisted Transfer action 1 Click the ef Telephony Actions icon an
442. onfiguration The B Database Actions that can be used in a call flow are yus E Database Open Opens the required database including any necessary permissions and security options H Database Execute Defines a SQL query to either read matching records from the database or to write data to the database Up to 6 fields can be defined to be returned in matching database records E Database Get Data Selects the current record from the matches returned by the preceding Database Execute action The record fields are then placed into Voicemail Pro variables DBD 0 to DBD 5 The Database Get Data allows selection of the first next previous or last record Ek Database Close Closes the database connection This also occurs automatically if the caller disconnects Voicemail Pro Page 336 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Examples IVR Connecting Voicemail Pro to a Database 8 2 1 Example 8 2 1 1 Database Scenario In this call flow example an auto attendant has been created to allow callers to order books The book details are held within a Microsoft Access database Callers will be able to enter either the ISBN or Author s name The title and cost of the item will be looked up allowing the caller to purchase the item if they wish to If the caller purchases the book they will be able to enter their credit card details and a contact number Example of the database used in the call flow ISBN Autho
443. onfiguration Menu action 1 Click the gS Configuration Actions icon and select ry Play Configuration Menu 2 In the Specific tab select the mailbox to play the configuration menu for Reporting Results General Entry Prompts F Play configuration menu for Caller s Mailbox C Mailbox m Caller s mailbox The mailbox matching the start point of the call Mailbox Select or enter the name of the target mailbox 3 In the General tab enter a PIN code in the PIN field Connect the result Next to a relevant action For an example of the action being used in a call flow see Using a Play Configuration Menu Action 19 Voicemail Pro Page 252 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Actions Configuration Actions 6 6 4 Select System Prompt Language SB The Select System Prompt Language action is supported on Voicemail Pro 1 2 6 or higher It allows the system to alter the language spoken during a call flow An example of a call flow using the Select System Prompt Language action is given in the Changing the Language used by Voicemail Pro section To add a select system prompt language action 5 1 Click the gS Configuration Actions icon and select 8 Select System Prompt Language 2 In the Specific tab select the language that the system prompts are to be played in If a language is selected which is not loaded on the Server the system will automaticall
444. onfigured if Outlook is to be configured to connect to the Exchange Server using a valid user name and password while the Voicemail PC remains a member of a work group To configure Outlook for Exchange Server 1 Create a new mailbox on the Exchange Server for example Voicemail and assign it the same password as has been configured on the voicemail PC 2 Clear User must Change password at Next Logon and select Password Never Expires 3 On the voicemail PC logon with the Voicemail account 4 Right click the Outlook icon on the desktop and select Properties 5 Select Add 6 Highlight Microsoft Exchange Server and click OK 7 Type in the Microsoft Exchange Server name and enter Voicemail in the Mailbox field 8 Highlight the MS Exchange Settings Click Properties 9 Highlight Microsoft Exchange Server Click Properties 10 Click Check name and ensure the name is resolved 11 If the name is resolved select Apply Click OK OK and Close to shut the Mail settings 12 Do not continue until the name has been resolved correctly with the Exchange Server If the name is not resolved check the account details with the exchange administrator 13 Open Outlook and select Yes to register Outlook as the default email application 14 Select Tools gt Options 15 Choose the Preferences tab Click Email Options 16 Uncheck Save copies of messages in Sent Items folder e You may want this option selected during initial setup and trou
445. onsole access to the mailbox Main The user wants single click access to check for messages in the hunt group mail box Main extension ID 200 1 Start SoftConsole 2 Click one of the BLF panel tabs 3 Right click and select New gt BLF Group Member 4 Type a Name for example Messages 5 Type a Number in this case enter VM Main or VM 200 6 Click OK The operator can now check for messages in that group mailbox with a single click e Example 2 Accessing a Module from Phone Manager The user wants to access a particular Voicemail Pro module for this example one called TimeCheck 1 Start Phone Manager 2 Click the Speed Dials tab 3 Right click and select New 4 Type a Name for example Time Check 5 Type a Number in this case enter VM TimeCheck 6 Click OK e Example 3 Incoming Call Routing The VM notation can be used in the Destination field of a Manager Incoming Call Route This enables you to route calls that match the Incoming Call Route s criteria to a particular mailbox or Voicemail Pro module Voicemail Pro Page 144 IP Office 15 601063 Issue 201 03 March 2009 Administration Routing Calls to Voicemail 4 4 5 Voicemail Telephone Numbers This section describes the options that can be used with VoicemailCollect short codes and with VM to access a mailbox or Voicemail Pro start point Voicemail Lite and Pro In this example we have used a mailbox called Main with extension number 200 o fhort Code Appli
446. ontact your local Avaya office for details of which countries support IP Office e All Voicemail For calls to voicemail the locale that is passed to voicemail to determine the prompt to play if available is e The user locale if set is used if the caller is internal e The incoming call route locale if set is used if caller is external e If the the possible locales above are not set the system locale is used e The short code locale if set is used and overrides the options above if the call is routed to voicemail using the short code Voicemail Pro Page 187 IP Office 15 601063 Issue 201 03 March 2009 4 11 2 Changing the Language of System Prompts With the Select System Prompt action you can change the language that is used in a call flow from that of the IP Office system or the mailbox user s locale A step by step example that illustrates how to use the Select System Prompt action is provided here e The Select System Prompt action changes the default language prompts but not any custom prompts To change the custom prompts you need to use the LOC variable in the path to the custom prompt files For more information see Changing the Language of Custom Prompts 18 Example In a small hotel Voicemail Pro is providing mailboxes for rooms To assist the room users we want to start message collection by letting them indicate their preferred language for Voicemail Prompts
447. or 1 In the Start Points Navigation pane select Voicemail Pro Administrators The name type and status of any existing Voicemail Pro administrators are displayed in the details pane 2 Right click the name of the administrator user whose details you need to delete 3 Click Delete A message is displayed to confirm whether you want to delete If not for example if you have chosen the wrong name click Cancel If you are sure that you want to delete the selected administrator click Yes The selected administrator is deleted 4 Click E Save and Make Live to save the changes Voicemail Pro Page 136 IP Office 15 601063 Issue 201 03 March 2009 Administration Administrator Configuration 4 2 3 Resetting a Password If you are an administrator you can reset the password of another administrator or standard Voicemail Pro Client user To reset a password 1 In the Start Points Navigation pane select Voicemail Pro Administrators The name type and status of any existing Voicemail Pro administrators are displayed in the details pane 2 Right click the name of the administrator user whose details you need to reset 3 Select Modify The Modify Administrator window opens 4 In the Password box type the new password 5 In the Confirm Password box type the new password again 6 Click OK 7 Click E Save and Make Live to save the changes 4 2 4 Releasing a Locked Administrator Login If an administrator tries unsuccessfully to log i
448. or Microsoft Office Outlook gt Outlook experienced a serious error the last time the add in c program files avaya ims clienttextension dill was ns opened Would you like to disable this add in To reactivate this add in click About Microsoft Office Outlook on the Help menu and then click Disable ttems Yes No If the user clicks Yes Outlook will open and the Integrated Messaging client will not be able to synchronize Outlook with the client s voicemail box the user will be able to click on an IMS message and play the message but the message waiting light will not turn off To check to see if the extenstion dll add in is disabled 1 Open Outlook Select Help About Microsoft Office Outlook 2 Choose Disabled Items 3 Outlook will list all the programs that are disabled Disabled Items The items listed below were disabled because they prevented Outlook from functioning correctly Please note that you may have to restart Outlook for these changes to take place Select the ones you wish to re enable 4 Highlight Addin c program files avaya ims client extension dll 5 Choose Enable 6 Click Close 7 Open and close Outlook and the Integrated Messaging tab will appear in Options Tools Voicemail Pro Page 413 IP Office 15 601063 Issue 201 03 March 2009 9 1 8 7 Firewall Port Settings Windows users who install and use third party Firewall applications such as MacAfee Personal Firewall may experience prob
449. ording will not take place if the call also goes to normal voicemail 6 Specify the destination for the recordings By default this is a user s own mailbox 7 The Voice Recording Library options can be used only if a VRL application has been installed and licensed For more information see Voice Recording Library 170 8 Click OK 9 Click al to send the configuration back to the IP Office Voicemail Pro Page 176 IP Office 15 601063 Issue 201 03 March 2009 Administration Recording Calls To set automatic call recording for a hunt group 1 Open IP Office Manager and load the configuration from IP Office 2 In the Navigation pane click at HuntGroup 3 Select the required hunt group 4 Select the Voice Recording tab Record Inbound Mandatory Record Time Profile lt None gt Recording Mailbox 206 Theresa Green 7 M Use Voice Recordina Library 5 From the Record Inbound drop down lists select the recording frequency required None Do not record On Record all calls if possible Mandatory Record all calls If recording is not possible return busy tone to the caller xx Record calls at intervals matching the set percentage eg for every other call for 50 For inbound calls recording will not take place if the call also goes to normal voicemail 6 Select the Recording Time Profile is required If not set recording is applied at all times 7 The Recording Mailbox option is available for IP Offi
450. ore information see Campaign Identification 355 6 Click Next The last campaign wizard window opens confirming that the campaign will now be updated 7 Click Finish to update the campaign To delete a campaign 1 Select the option Delete an existing Campaign from the Campaign Wizard Introduction page Voicemail Pro Page 351 IP Office 15 601063 Issue 201 03 March 2009 2 Click Next The Campaign Wizard Select an existing Campaign to delete window opens 3 Click the required campaign and click Next The last campaign wizard window opens confirming that the selected campaign will be deleted 4 Click Finish to delete the selected campaign Voicemail Pro Page 352 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Examples Campaigns 8 4 2 Customer Prompts The Customer Prompt window of the Campaign Wizard is used to set the sequence of questions that are played to callers and to record their responses e P Add action To add a new campaign action click Add action The Please edit the Campaign action window opens ee Edit action Select the prompt or recording to edit then click Edit action The Please edit the Campaign action window opens Allow the customer to input information What type of input do you want Record voice C Record key presses Please enter the maximum recording length in seconds 5 EA Please enter a unique name that will describe the input m The following prompt will be played t
451. ormation see Changing SMTP Email Account Settings 554 2 5 3 2 Creating a Voicemail User Account To create a Voicemail User Account 1 Log on to the server PC as the local administrator and create a new user For this example the name of the user account created used is Voicemail Set a secure password Clear User must change password at next logon and check Password never expires Click Create and then Close Right click the New Account and select Properties Select the Member Of tab Click Add In the Select Groups window highlight Administrators and click Add Click OK Continue with one of the following as appropriate to the installed MAPI client and method for sending email 0 Oy ON see ae TS Voicemail Pro Page 49 IP Office 15 601063 Issue 201 03 March 2009 2 5 3 3 Configuring Outlook Express for Internet Mail To configure Outlook Express for Internet Mail 1 Click the Outlook Express icon to start the Configuration wizard 2 Inthe Display name box enter Voicemail 3 Click Next 4 Select I already have an e mail address that I d like to use and enter the address in E mail address eg voicemail your_domain_name Click Next ul Enter the name or address of the Incoming mail server and the Outgoing mail server Note if you enter the name you must ensure that the voicemail PC has the correct IP address of the DNS Server configured 6 Click Next 7 Enter the email account name and password for exam
452. ormation is not entered correctly the IMS client will not connect to the IMS Server IMS Server This is the name of the IMS Voicemail Pro Server 10 Click Next The IMS Playback Parameters window opens 11 Type the extension number of the handset to be used for playing back messages 12 If required check Pick Up Automatically for the option to collect messages without the need to pick up the handset This is supported on analog extensions 13 When prompted to Restart the PC click Finish to restart the PC If you attempt to open Outlook without restarting the computer you will receive an error to tell you a component has not been installed correctly It is therefore recommended that you restart the computer when prompted 14 Typically when starting Outlook if there is a connection error a message should be received while Outlook is starting asking for a user name and password On the Outlook Menu Bar Select Tools Integrated Messaging If the IMS Client has connected you should only have the option to Disconnect If this is the case you have successfully installed the IMS Client on the workstation A further indication will be a Telephone Icon in the mail message If the Client has not been installed this icon will not be displayed 15 Only when you have completed the above process should you proceed to Opening the Firewall 393 Voicemail Pro Page 392 IP Office 15 601063 Issue 201 03 March 2009 Appendix Installin
453. ou get any errors You must have the logging level set to Most or All Go into the control panel and run the IP Office Voicemail Pro Control Panel Applet and run through each tab and verify that all the information is correct and that you can browse for the server and email account Run the check at the bottom of the applet and make sure it does not come back with an error then check the event viewer and see if there are any errors As long as you have the logging level set to most or all you should see errors in the event viewer application logs Check to see if you setup the Outlook account correctly and make sure it can send and receive email You should be logged in with the same domain account you are using to start the Voicemail Pro and IMS services IMS Verify that you can send and receive emails Run the IMS admin tool and verify that the mailboxes have been setup properly Un assign then reassign them and verify that you can browse and find the email and NT login accounts do not just type them in to avoid typo s If you are not receiving the emails and everything else is setup properly you can enter the SMTP email address User domain com in the email section but verify that you have typed it correctly Next run the synchronize on the account by right clicking and choosing synchronize Next go into the event viewer and check for new errors Reboot the VMPro IMS server and make sure it boots up okay and starts all the services and the
454. ou have finished recording There are no messages Minute Voicemail Pro Page 306 IP Office 15 601063 Issue 201 03 March 2009 WAV File Prompts English Non Intuity Prompts WAV File Non Intuity Prompt tim_m01 One minute tim_m02 Minutes Voicemail Pro Page 307 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Page 308 IP Office 15 601063 Issue 201 03 March 2009 Chapter 8 Voicemail Pro Examples Voicemail Pro Page 309 IP Office 15 601063 Issue 201 03 March 2009 8 Voicemail Pro Examples 8 1 Using VB Script Y The VB Script action allows an administrator to construct additional call flow logic using VBScript commands A number of predefined methods and system variables are available Any scripting added can be verified by pressing the Syntax Check button Details of the properties and methods supported are given in the VBScript section For more information see VBScript Properties Overview 31h e Use of VBScript requires entry of a valid VM Pro VBScript license in the IP Office configuration To add a VB Script action 1 Click the a Miscellaneous Actions icon and select Ove Script 2 Select the Specific tab General Entry Prompts Specific Reporting Results Enter BScript Sub Main digid dim registration Set Yoice CreateObject vmprov5 voicescript registration Yoice Register diaid if registration Then ki 21 end if End Sub J
455. own until a match occurs e Variable Check for a match against the value of another selected system variable 21h e Specific Check for a match against the value entered in the adjacent field e Extn Check for a match against valid extensions on the IP Office e Hunt Group Check for a match against hunt group extension numbers e Mailbox Check for a match against mailboxes e Timeout after The timeout value is used only if KEY is selected as the variable to match In that case if no immediate match occurs on the existing value of KEY the Voicemail Pro will wait for the specified timeout period for the caller to dial a new value of KEY Voicemail Pro Page 278 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Actions Condition Actions Results The action will have results for connection to following actions in the call flow based on the selected option on the Specific tab plus the following e No Match This result is used if no match is found en e Timeout This result is used when KEY is specified as the variable to match and no match occurs within the specified timeout period Voicemail Pro Page 279 IP Office 15 601063 Issue 201 03 March 2009 6 10 Database Actions E Database Actions These actions relate to retrieving and adding data to a database The use of database actions with Voicemail Pro requires entry of a VMPro Database Interface license in the IP Office configuration ALZ
456. ox owners that they can set up their own preferred fax destinations if they like For more information see Setting Up a User Defined Fax Number 125 If a system fax number is not being used you can set up a menu action to route fax calls For more information see Routing Fax Calls Using a Menu Action 126 If the fax server PC uses an analog fax card you need to configure the extension number to use for faxes For more information see Configuring an Analog Extension Number for Fax Use 12 Voicemail Pro Page 124 IP Office 15 601063 Issue 201 03 March 2009 Configuring Voicemail Pro Fax Server Configuration 3 3 3 Setting up Fax Forwarding Voicemail Pro is set up to forward faxes when users dial 1 Faxes are forwarded as follows e Gfi FAXMaker faxes are sent to lt faxnumber gt faxmaker com e Fenestrae Faxination faxes are sent to lt faxnumber gt faxination com e Equisys Zetafax faxes are sent to lt faxnumber gt zfconnector com e Captaris RightFax faxes are sent to lt faxnumber gt rightfax com Example For example if a GFi FAXMaker user dials 1 and enters the fax number to use followed by to end the fax number and to confirm the fax is forwarded to lt faxnumber gt faxmaker com Therefore if the user dials 1 followed by 201 and to confirm the fax is forwarded to 201 faxmaker com e It is the responsibility of the fax server administrator to ensure that exchange connectors are configured to receive
457. p Out 161 Hours Greeting 301 Out 161 hours greeting press 301 Hours Operation 161 Housekeeping 111 Select 155 Housekeeping tab 111 155 HTML 70 Hunt Group Call Flow Customizing 166 Hunt Group Configuration 157 Hunt Group Mailbox Owners 165 Hunt Group Queuing 165 246 Hunt Group Voicemail Indication 101 HuntGroup 157 159 162 165 176 huntgroupconfiguration htm 157 l ICLID 194 ID 200 144 ident 317 ident As String 317 Identifying Avaya Voicemail Pro 430 Voicemail Server PC 98 Identity 403 409 Idle 111 155 430 If used 166 illustrates 188 Impersonate 381 Impersonate 381 Import 41 155 203 398 412 Import Call Flows 41 398 IMS Account 372 377 397 398 402 Configured 369 Configuring 368 Creating 368 Transferring 412 IMS Account Has Admin Rights IMS Server 369 IMS Admin Tool Run 409 VMPRO arf 412 IMS Administration 91 364 372 379 404 416 IMS Administration Tool 364 372 416 Close 379 IMS Client application 365 393 IMS Client Installation Testing 394 IMS Client Installer 380 392 IMS Client Keys 91 404 IMS Client Not 413 IMS Client Not Showing 413 IMS Client Package 372 IMS Client PC 365 380 IMS Client PC Requirements 365 IMS Client Requirements 380 Page 443 15 601063 Issue 201 03 March 2009 IMS Client Software Installing 392 IMS Client s Outlook delegates 379 416 IMS Clients Not Connecting When Outlook Opened 416 IMS Components 364 IMS Connection 392 394 IMS Connection Informat
458. p Text to Speech to Read Email 70 gt In both of the above cases full email sending from the server PC to a user PC should be configured and tested before Voicemail Pro is installed Testing should use the same PC user account under Voicemail Pro is to be installed 2 1 6 ContactStore Operation The current IP Office Voice Recording Library VRL application is Avaya IP Office ContactStore This application and its installation are documented separately However e IP Office ContactStore should be installed after Voicemail Pro has been installed and its operation verified e IP Office ContactStore must use a separate hard disk partition for its message archiving from that used by Voicemail Pro for current mailbox messages Use of a separate hard disk or installation onto a separate server PC are alternatives e The use of RAID 1 or RAID 5 are recommended e The use of a DVD recorder for long term archiving is recommended e A figure of 7 2MB per hour for archived recordings is given e The archived messages held by IP Office ContactStore are accessed via web browser using the port address 8888 This port address is not configurable and so it is necessary to ensure that it does not conflict with any other web server service running on the same server PC Voicemail Pro Page 24 IP Office 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro General Installation Requirements 2 1 7 Voicemail Pro Licenses The following Lic
459. p to 2 channels at an time e For IP Office 4 2 users with Phone Manager Pro 4 2 can configure their outcalling through Phone Manager s graphical interface rather than having to use the mailbox voice prompts Retries If an outcalling notification attempt is not answered the voicemail server can make another attempt The number of retries up to 10 and the delay after a failed notification attempt can use either system default or the users own defined settings Destinations The mailbox user can define up to 5 destination numbers to be used with outcalling The destinations must include any external dialing prefixes required for the IP Office system For each destination a ring time can also be defined default 15 seconds after which the voicemail server disconnects the call e Desk e Home e Mobile e Delegate called Secretary in some locales e Other Escalation List The user can choose to use an escalation list which combines several of their destinations into a sequence that will be tried as part of a single outcalling notification attempt Up to 9 destinations can be included in the list and the same destination can be used more than once Use of the escalation list counts as a single outcalling notification attempt e For Voicemail Pro 4 2 users using Phone Manager 4 2 can specify a delay to be used between the call to each destination in their escalation list Configuration Methods e System Settings The Voicemai
460. package is configured to run as specific identity but that identity doesn t have log in a batch job permissions This is far more common and easily distinguished by testing the component with package identity set to interactive user If the application will start up as the interactive user but not as the specific identity then either the identity being used is no longer valid which generates a security failure log message in the system security log or the log in as batch permission hasn t been granted to that ID which generates the weird MTS message 1 In Windows 2000 enable these options as follows 2 On the Start menu select Programs Administrative Tools Local Security Policy 3 On the left hand pane you see a tree view Click the plus sign at the left of the Local Policies and you see the Audit Policy entry 4 Select the Audit Policy entry and note that the right pane contains all audit options which one is enabled and which one is not Right clicking at any of these options allows you to enable or disable them 5 Enable auditing for success and failure for the following options Audit logon events Audit object access Audit privilege use 6 Close the Local Security Policy window Once you have activated these logging options test your client again After you get the error message use Event Viewer to see if there are any DCOM events The event may tell you why access was denied Also it can tell you who is logged
461. pecified email account Click OK Voicemail Pro IP Office Page 55 15 601063 Issue 201 03 March 2009 2 5 4 Operation 2 5 4 1 Configuring Email Users and Groups for Voicemail Email Voicemail Email can be used with user mailboxes and hunt group mailboxes User or group email addresses can be specified only through IP Office Manager The remaining settings for example email alert can be set using any of the following methods e Through IP Office Manager For more information see the IP Office Manager help or user guide e By logging in to the mailbox for IP Office mode mailboxes Voicemail Lite or Voicemail Pro users who are have an IP Office mode mailbox can switch Voicemail Email on off and select the mode of Voicemail Email operation The exact method for doing this depends on the type of telephone being used Mailbox owners can find more information in the IP Office Mailbox User Guide e Through a Voicemail Pro call flow that uses a Play Configuration Menu action For Voicemail Pro systems the Play Configuration Menu action can be used to allow a caller set a user or group s Voicemail Email alert mode Note however that this action is not aware whether the user or group has an email address set for the service For more information see Play Configuration Menu Action 253 Other Phone Types and External Call Access If no email address has been set for the user or group the voicemail server responds with the message Email i
462. pecify the actions that should be applied to fax calls The corresponding result can then be routed as required for fax calls received by the associated call flow The following example module call flow is using F to redirect incoming fax calls to a specific transfer number Modules gt Attendant Refer Timeout EA Diaby name True The F result was added to the mam Menu action Touch Tones tab using the P icon Properties for Menu 2f x General Entry Prompts i Reporting Results Time out JV Wait for a key press for up to 3 24 seconds caret He Voicemail Pro Page 126 IP Office 15 601063 Issue 201 03 March 2009 Configuring Voicemail Pro Fax Server Configuration 3 3 6 Configuring an Analog Extension Number for Fax Use If the PC that is being used as the fax server uses an analog fax card it must be connected to an IP Office analog extension POT port You are then ready to configure the analog extension for fax use To configure an analog extension number for fax use 1 In IP Office Manager display the extension details for the extension that you are using for the fax 2 View the Extn tab 3 In the Caller Display Type field select DTMFF Extn Analogue Extension Id 78 Base Extension 202 Caller Display Type DTMFF Ad Reset Yolume After Calls r Device type Analoque Hand
463. peech SDK 5 1 which includes a TTS playback application that enables you to play and compare different TTS engines without requiring Voicemail Pro For example you can compare the Avaya ScanSoft TTS engine with the Microsoft TTS engine If you install the application on a sales laptop PC that has the ScanSoft TTS installed on it you can then choose a TTS engine and produce a WAV file for the specified TTS engine The Microsoft Speech SDK is available from http www microsoft com speech download sdk51 The following languages are supported by the Avaya TTS engines e Chinese e German e Brazilian Portuguese e Dutch e Italian e Russian e English UK e Korean e Spanish e English US e Norwegian e Latin Spanish e French e Multiple Language TTS Support More than one language can be installed A Select System Prompt Language action can then be used to switch TTS to a different language from the selected default e Email Reading When installed in parallel with Voicemail Email Voicemail Pro TTS can be used to provide email reading to selected mailbox users For more information see Voicemail Email Overview 444 and Setting Up Text To Speech to Read Email 704 Voicemail Pro Page 65 IP Office 15 601063 Issue 201 03 March 2009 2 7 1 Installing Generic Text to Speech To install Text to Speech 1 Install and test Voicemail Pro as normal 2 Using IP Office Manager add the VMPro TTS Generic license into the IP Offic
464. ple Voicemail Select Remember password 8 Click Next 9 Click Finish to complete the wizard 10 Open Outlook Express and select Tools gt Options 11 Click the General tab e Uncheck Send and Receive messages at Start up e Uncheck Check for new messages every 12 Select the Send tab e Uncheck Save copy of sent messages in the Sent Items folder e Check Send messages immediately e Under Mail Sending Format select Plain Text 13 Click OK 14 Log on to the server PC using the account that will be used for the Voicemail Pro server 15 From Outlook or Outlook Express send a message direct to an extension user 16 If this message is received correctly continue with installing the Voicemail Pro software Voicemail Pro Page 50 IP Office 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro Voicemail Email Installation 2 5 3 4 Configuring Outlook for Internet Mail For the installation of Outlook to work correctly the following setup process must be followed Outlook can be configured in two ways Using the Wizard prior to completing the steps below will cause Outlook not to send the messages correctly To configure Outlook for Internet Mail 1 Right click the Outlook icon on the desktop and select Properties 2 Select Add 3 Select Internet Email and click OK 4 For the Mail Account enter Voicemail 5 For User Information enter Voicemail as the Name and for the Email address enter your address for example
465. plete the fields with relevant details General Entry Prompts i Reporting Results gt Which Condition does this action test Return the result of the following condition E e Return the results of the following condition Allows a selection to be made from the conditions currently setup Enter the connections for the results For examples of the Test Condition action in a call flow see e Customizing a Hunt Group Call Flow 168 e User Defined Variables 21 Voicemail Pro Page 275 IP Office 15 601063 Issue 20 03 March 2009 6 9 2 Set User Variable A The Set User Variable action sets a variable to a particular value Other call flows may then use the Test User Variable action to check whether the variable has a particular value e The variable must first be created using the User Defined Variable menu To add an Set User Variable action amp E e Click the Conditions Actions icon and select E Set User Variable e Select the Specific tab Complete the fields with relevant details go Reporting Results General Entry Prompts Which user defined variable will this action set Assign the following user variable with the following value z preet o oo o e Assign the following user variable The name for the user variable e With the following value The value of the variable We strongly recommend that this
466. property returns the number of new messages contained within the session mailbox e Owning object vmprov5 voicescript e String e Set This property is read only e Get The number of new messages within the mailbox For example Number Voice NewMsgs 8 1 1 8 OldMsgs Property The OldMsgs property returns the number of old messages contained within the session mailbox e Owning object vmprov5 voicescript e String e Set This property is read only e Get The number of old messages within the mailbox For example Number Voice OldMsgs Voicemail Pro Page 314 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Examples Using VB Script 8 1 1 9 PositionInQueue Property The PositionInQueue property returns the QPOS voicemail system variable This is the user s current position in the queue and is only available for queued and still queued call flows e Owning object vmprov5 voicescript e String e Set This property is read only e Get A string object containing the current value for QPOS For example String Voice PositionInQueue 8 1 1 10 Result Property The Result property gets and sets the RES voicemail system variable The RES variable contains the result property of a call flow action The result is action specific for example OK FAILED BUSY and so on The call flow action is able to use the variable to determine logic to be based upon the Result of a preceding Action or as a temporary variable in the
467. pts 6 Click OK Installation preparation begins 7 1f the following window below opens Voicemail Pro is already installed InstallShield Wizard Welcome Modify repair or remove the program Welcome to the IP Office Messaging Suite Setup Maintenance program This program lets you modify the current installation Click one of the options below Modify Select new program features to add or select currently installed features to remove Repair SP Reinstall all program features installed by the previous setup C Remove a Remove all installed features InstallShield Cancel 7 1 Select Modify and click next to see if IMS has already been installed If IMS and Voicemail Pro have already been installed you will need to upgrade rather than install a new version For more information see Upgrading a Voicemail Pro System 398 If Voicemail Pro has been installed but not IMS backup the call flow as described in Upgrading a Voicemail Pro System 398 and then uninstall Voicemail Pro and reboot the PC and proceed with the installation of Voicemail Pro and IMS 8 In the Welcome window click Next The Customer Information window opens 9 In the Customer Information window type a user name and the company name or use the default names that are proposed These settings do not affect Voicemail Pro when it is installed 10 In the same window choose the option that determines who should be able to use
468. quired on the operating system drive by default c regardless of to which drive Voicemail Pro is actually installed e A compact Voicemail Pro installation requires 130MB e Atypical installation requires approximately 255MB e Acustom installation including VPNM and IMS requires up to 2GB of disk space However prompts and recorded messages consume an additional 1MB of disk space per minute e For Avaya IP Office Small Office Edition you can expect to require at least 200 minutes of message recording space that is 200MB e For a busy environment you can expect to require at least 1000 minutes of message recording space that is 1GB e If you are installing the Client only you can expect to require at least 170MB 2 1 4 Web Server Operation If web browser access is required the Microsoft IIS Web Server must be installed on the server PC before Voicemail Pro is installed e Microsoft web server products run as services and require Voicemail Pro to also run as a service This applies on Windows 2003 or XP e Internet Information Server 5 0 or higher is required 2 1 5 Voicemail Email Connection Voicemail Email operation is supported using either MAPI or SMTP MAPI requires the Voicemail Pro server PC to have a MAPI compliant email client installed For information see Installing Voicemail Email Overview 444 If Text to Speech is installed email text to speech is supported using MAPI For more information see Setting u
469. r To configure Windows 2003 ROE CF UO Re OL e n oO 11 Open the Windows Control Panel Select Administrative Tools gt Computer Management Go to Services and Applications gt IIS Manager gt Web Sites gt Default Web Site Under Web Sites right click Default Web Site and select Properties Select the Home Directory tab Under Application Settings section set the Execute Permissions to Scripts and Executables Press OK twice Go to Web Service Extensions section under Web Sites Right click and select Add a new web service extension In new web service extension set the following values Extension Name campaigns Required files Click Add Select the file type as CGI exe files and browse to the campaign exe file location specified during installation This is usually c InetPub wwwroot scripts campaign exe or c InetPub scripts campaign exe Set extension status to Allowed Enable this option Press OK Voicemail Pro Page 35 IP Office 15 601063 Issue 201 03 March 2009 2 2 6 The Voicemail Pro Services If Voicemail Pro has been installed successfully if the server PC has been rebooted then the voicemail service is started automatically However it is useful to check the services and to know how to stop start the services manually To check restart the Voicemail Pro Service 1 Open the Windows Control Panel 2 Select Administrative Tools gt Services i Services e loj x A
470. r Title Cost James Herbert The Fog James Herbert The Rats J D Salinger The Catcher in the Rye JK Rowling The Harry Potter Books A A Milne Winnie the Poo Rudyard Kipling The Jungle Books Jonathan Swit Gulliver s Travels Record 14 4 If 2311 gt t ial of 23 Voicemail Pro Page 337 IP Office 15 601063 Issue 201 03 March 2009 8 2 1 2 Retrieving Data from the Database The Bookshop_Welcome module allows callers to choose to search the database by either the books ISBN number or the author s name The screen below shows the call flow module used when a search by ISBN is selected The database actions that have been used are shown below the call flow diagram with details on the following pages oicemail Pro Client Intuity Local i iol x Fie Edit Actions Administration Help AR 4 mala 2 alu Pawl aR ETA oO Specific Start Points Modules gt BookShop_Search_ISBN Users oe gt EE oe Short Codes Next 8 Make sure DB Still active J jp pa Success ital Capture ISBN ii il D Timeout i 2 Default Start Points Failure E aaa gA Voicemail Pro Administrators EH Request ISBN From DB Success P Failure c m a cvs Ep Get Book Details ae BookShop_SystemProblem Success j amp Modules fat End P BookShop_CurrentBookBuy Empty age BookShop_CurrentBookS peak Failure gt BookShop_Search_ISBN age BookShop_System
471. r Menu window 351 Campaign Wizard Customer Prompts window return 351 Campaign Wizard Introduction 351 Campaign Wizard Introduction window 351 Campaign Wizard Select 351 CAMPAIGNS 317 318 328 329 331 Captaris RightFax 122 125 capture 319 ISBN 338 Castelle 128 Castelle FaxPress 128 Catalogue 145 Catalogue Collect 145 CCC 417 want 233 CCC Delta Server 417 CCC Reporting 417 Celeron 365 380 Centralized Voicemail Pro 61 62 63 64 187 CFG 190 191 change existing 412 change outcalling 288 change outcalling destination 288 Change Password 140 Change Password window 140 change press 288 301 changed during call 187 Channel Configuration Column 429 channel object speech 91 404 Channel Reservations 98 103 ChannelEvtSinkTracing 91 404 channels 62 91 98 103 175 404 429 433 voicemail 62 Check 2nd 162 182 Check Announcements On 162 Check Batch Job Permissions 403 Check Broadcast 159 Check Define 381 Check Digits add 278 Check Digits Action 226 278 Check Expand 272 310 Check Hide 169 check Integrated 372 check Transmit 372 check restart Voicemail Pro IP Office Index Voicemail Pro 377 CID 329 CLI Routing add 255 257 CLI Routing Action 226 255 257 clicking Floppy 415 Help button 281 ClickUser 194 client connects server 91 404 Client PC 365 380 381 409 Client PC s 381 Client PC s DCOM Settings set 381 Client trying 90 Client Server Connection Timeout 107 138 Client Server Connection Timeout
472. r example 98 Code 98 Feature Voicemail Collect Telephone Number Anonymous Line Group ID 0 Locale Leave blank Force Account Code Leave blank Voicemail Pro Page 152 IP Office 15 601063 Issue 201 03 March 2009 Administration User Voicemail Access 4 5 3 Giving Users Access from an External Location If users need to access their voicemail messages when they are away from the office you can set up an Incoming Call Route in IP Office Manager with the destination as Voicemail For more information see the IP Office Manager help or guide To give users access from an external location 1 Open IP Office Manager 2 In the Navigation pane click incoming Call Route and add a new call route 3 In the destination field select the option Voicemail When an incoming call is matched the call is passed to voicemail to enable remote mailbox access Callers are asked to enter the extension ID of the mailbox required and then the mailbox access code 4 Click OK to save the changes 5 Click a to merge the configuration back to the IP Office 4 5 4 Creating a Trusted Location If a user regularly accesses their voicemail messages from another extension or a number that presents a CLI such as their mobile or home number this extension or number can be set up as a trusted location To configure a trusted location 1 Open IP Office Manager 2 In the Navigation pane click i User and select the individual user 3 View the So
473. r the call is internal or external e 3 Route by Call Status 257 Calls route is determined by why the reason the call was routed to voicemail Transfer Action 258 A blind transfer e Whisper Action 25 Screened transfer El Call List Action 260 Transfer to a user selected choice B Dial by Name Action 26h Select user group by keypad letters TT e TT Conferencing Center 26A Provides a route for callers to enter the conference ID and their conference PIN code IP Office Conferencing Center needs to be installed Aa Assisted Transfer Action 26 A transfer with assistance for callers S Alphanumeric Action 265 Allows the caller to input text and numeric values m Miscellaneous Actions g eMail Action 26 Email a recording agl Open Door Action 26 Open and or close a door relay te Alarm Set Action 27 Set an alarm call time cock action Play the time to the caller Ej Post Dial Action 27 Play a recording to an extension Y VB Script Action 27 gt Allows Visual Basic to be used to script call flow events e P Remote Call Flow 27 Allows call flows developed elsewhere to be included in an existing call flow A amp Condition Actions These actions are used to create branches in the call routing according to whether a value is true or false wd amp Test Condition Action 27 Test whether a condition is true or false
474. r through the IP Office Manager User form or through the language choice on some telephones For more information see the appropriate telephone User Guide The availability of a language in voicemail does not necessarily indicate support for IP Office in a country that uses that language Contact your local Avaya office for details of which countries support IP Office e All Voicemail For calls to voicemail the locale that is passed to voicemail to determine the prompt to play if available is e The user locale if set is used if the caller is internal e The incoming call route locale if set is used if caller is external e If the the possible locales above are not set the system locale is used e The short code locale if set is used and overrides the options above if the call is routed to voicemail using the short code Voicemail Pro Page 14 IP Office 15 601063 Issue 20 03 March 2009 Voicemail Pro Supported Languages 1 4 Number of Simultaneous Voicemail Users All connections between the voicemail server and the IP Office are via the LAN using data channels The maximum number of data channels that can be used for voicemail operation at any moment are shown below Specific functions can have voicemail channels reserved for their use or may have channel restrictions For more information see Voicemail Channel Reservations 10 Maximum for Maximum for Voicemail Lite Voicemail Pro IP406 V2 4 20 IP412 4 30 IP500 4
475. ram Voicemail Pro Page 364 IP Office 15 601063 Issue 201 03 March 2009 Appendix Installing IMS 9 1 3 IMS Client PC Requirements These are the general requirement for a user PC to run the IMS Client application 1 Oe oP AN Minimum PC specification for an IMS Client PC These are minimum specifications and in most cases will not meet the customer s expectations for acceptable performance The end user s PC should be a newer PC to meet the customer s expectations and will far exceed the minimum specs listed above 64MB 160Mb 800MHz Celeron 3 Althon B 800MHz 650Mhz The client must use TCP IP networking Users must be members of the same Domain as the IMS Voicemail Pro Server The supported email services are MS Exchange 2000 and 2003 The IMS client is supported with Microsoft Outlook 2000 2003 with cache mode off If you are the installer or system administrator you must log on to the Client PC as the person who is going to be using the IMS software and you must have Administrator rights for that PC to install the software Outlook must already be installed and configured on the user s PC Test this by using Outlook to send a test message Voicemail Pro Page 365 IP Office 15 601063 Issue 201 03 March 2009 9 1 4 IMS Server PC Requirements In addition to the Voicemail Pro server requirements IMS requires the following The voicemail server to use MAPI Access to a Microsoft Exchange 5 5 2000 or 2003 SP1 and SP4
476. ram lets you modify the current installation Click one of the options below Modify ie Select new program features to add or select currently installed features to remove Repair SF Reinstall all program features installed by the previous setup C Remove SI Remove all installed features InstallShield In the Welcome window click Next The Customer Information window opens In the Customer Information window type a user name and the company name or use the default names that are proposed These settings do not affect Voicemail Pro when it is installed In the same window choose the option that determines who should be able to use Voicemail Pro when it has been installed The recommended option is Anyone who uses this computer all users In the Customer Information window click Next The Choose Destination Location window opens In the Choose Destination Location window click Browse and choose the folder where the Voicemail Pro files are to be installed Otherwise click Next to use the proposed folder The Messaging Components window opens so that you can choose the components that you want to install 10 Unless there are specific reasons for changing the location the default setting is recommended 11 In the Messaging Components window highlight Voicemail Pro Full 12 Click Next The Setup Type window opens Voicemail Pro Page 422 IP Office 15 601063 Issue 201 03 March 2009 13 14 1
477. ramework If the following window opens Voicemail Pro is already installed You need to upgrade rather than install a new version For more information see Upgrading a Voicemail Pro System 414 Otherwise the IP Office Voicemail Pro installation starts and the Welcome window opens InstallShield Wizard 2 x Welcome Modify repair or remove the program Welcome to the IP Office Messaging Suite Setup Maintenance program This program lets you modify the current installation Click one of the options below Modify Select new program features to add or select currently installed features to remove Repair SF Reinstall all program features installed by the previous setup C Remove a Remove all installed features InstallShield Bact Cancel In the Welcome window click Next The Customer Information window opens In the Customer Information window type a user name and the company name or use the default names that are proposed These settings do not affect Voicemail Pro when it is installed 7 Inthe same window choose the option that determines who should be able to use Voicemail Pro when it has been installed The recommended option is Anyone who uses this computer all users 8 In the Customer Information window click Next The Choose Destination Location window opens 9 Inthe Choose Destination Location window click Browse and locate the folder where the Voicemail Pro files are to be installed Otherwise click Next to use th
478. rd a specified prompt file held on the voicemail server PC This means that they can re record prompts other than those for their own mailbox To add a Edit Play List action l I 1 Click the gs Configuration Actions icon and select g Edit Play List 2 In the Specific tab select the prompt file held on the voicemail server General Entry Prompts f Reporting Results MRe record the following file File path Custom Auto Attendant en4fternoon Greeting WAY ae NB this path is relative to the WAYS folder on the Voicemail Server e File Path This path is relative to the WAVS folder defined 10 for the voicemail server e To browse to a file location click E The Wave editor 23 window opens Select an existing prompt or define and record a new one e For announcements the formats GREETING lt name gt _Queued and GREETING lt name gt _StillQueued can be used where lt name gt is replaced by the hunt group or user name 3 Click OK The action is updated Results Connect the result Next to a relevant action Edit Play List Next 6 6 2 Record Name kal The Record Name action is used to allow the caller to record the mailbox name of their mailbox or a specified mailbox An example of a call flow using the Record Name action is given in the Voicemail Pro Dial by Name section To add a Record Name action 1 Click the gs Configuration Actions icon and select kal Record Name 2 In th
479. re are no errors in the event viewer under application or system Verify that the IMSClient executable has not been run on the VMPro IMS Go to add remove programs and verify that the IMS Client is not in the list Ask yourself these questions Are any client machines able to connect If you have only installed the client on one machine make sure you try it on one or more other machines Try different Makes and Models and operating systems if available to see if the problem is with a particular installation or build If none of them can connect problem is most likely a problem on the server If one or more can connect the problem is most likely on the client machine IMPORTANT THINGS TO REMEMBER Any time the user interacts with their voicemail emails they must be connected to the IMS Gateway server on the voicemail PC They can not work off line or the synchronization will be broken When installing IMS Windows Messaging MAPI must be installed prior to the Voicemail Pro install This includes the connectivity to Microsoft Exchange Server The IMS Voice must be installed on the same machine as the Voicemail Server When entering the mailbox for the IMS client from the Integrated Messaging page within the options dialogue in Outlook the mailbox must be the user s name and not their extension number Voicemail Pro Page 410 IP Office 15 601063 Issue 201 03 March 2009 Appendix Installing IMS 9 1 8 3 Unspecified Error 80004005 When sele
480. recorded Some A low level of logging recorded where only errors are logged Most A medium level of logging where errors and warnings are recorded All All errors warnings and information are logged 5 Click Check to validate the changes that you have made 6 Click OK You are prompted to restart the affected services so that your changes are enabled 7 Choose Yes The services that are affected by your changes are automatically stopped and restarted Voicemail Pro Page 117 IP Office 15 601063 Issue 201 03 March 2009 3 2 2 2 IMS Host Server Name If IMS is installed the Path Settings tab is available You need to specify the computer name of the server PC that is hosting the IMS Voice Service Typically this is installed on the same server PC as the Voicemail Pro Server To specify the name of the host server PC for IMS 1 Open the Windows Control Panel 2 Select IP Office Voicemail Pro The IP Office Voicemail Pro window opens 3 Click the Path Settings tab System Settings Path Settings Email Settings SMTP Email Settings Enter the name of the computer on which the Integrated Messaging Voice Server has been installed SERVER Browse 4 Type the name of the computer on which the IMS Voice Service has been installed Alternatively click Browse and select the name of the computer 5 Click Check to validate the changes that you have made 6 Click OK You are prompted to restart the affected services so that your
481. recording Recording of incoming call routes is only supported for destinations on the same IP Office system not for remote SCN destinations e Dial by Name e Auto Attendants e Breakout Requires that the numbers used are routable by the system hosting the voicemail server e Announcements Using IP Office 4 0 announcements Pre 4 0 announcements are only supported for queues on the system hosting the voicemail server e ContactStore This application is supported but requires each individual IP Office to have a VMPro Recordings Administrator license e UMS Web Services Users for UMS Web Services IMAP and or web voicemail are licensed through the UMS Web Services license on their host IP Office system This applies even if the user remote hot desks to another system in the Small Community Network Voicemail Pro Page 62 IP Office 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro Centralized Voicemail Pro 2 6 3 Licensing The most commonly seen problem in Centralized Voicemail Pro is misunderstanding the licensing requirements The voicemail licenses are entered on the central IP Office and validated against its Feature Key The remote IP Office systems do not need any voicemail licenses except that for ContactStore if being used By default each IP Office uses a broadcast address to locate a Feature Key Server PC and validate its licenses Once a Feature Key Server has validated licenses with one IP Office it will not
482. red as users of either UMS service in the IP Office configuration Synchronization in realtime Playback via PC Playback via User Extension Save message Wav to PC Forward messages to other voicemail mailbox Forward messages to other email mailbox Undelete manually deleted messages Mark message as unread KISIS XIS XI SS XI SISISIXI SIXI SS Change voicemail password nied ee ers EES New Unread A Old read A A Saved lt Priority A A Private x x Deleted e UMS or IMS UMS services are a replacement for IMS IMS is still supported but only on existing OS s as per Voicemail Pro 4 1 Installation of UMS services and IMS on the same system is not supported Voicemail Pro Page 71 IP Office 15 601063 Issue 201 03 March 2009 2 8 1 IMAP Installation Voicemail Pro 4 2 support mailbox synchronization with email clients that can support IMAP Internet Message Access Protocol accounts Examples are Outlook Outlook Express and Lotus Notes Using this interface users can view the contents of their voicemail mailbox and play those messages through their computers audio facilities IMAP is supported for user mailboxes only It cannot be used for hunt group mailboxes The number of users that can be configured for IMAP and or web access is controlled by licenses Once configured the IMAP folder and the user mailbox are synchronized whenever the IMAP folder is opened The method of indication of the
483. rently selected sort column is shown by a V symbol next to it Message Types The following icons are used for different types of messages e gt Unread message Read message Note that by default a read message is permanently deleted from the mailbox after 30 days unless changed to a saved message g Deleted message Manually deleted messages are automatically moved to the Trash folder Deleted messages remain visible for at least 24 hours after they were marked as deleted e Deleted messages are not accessible through the voicemail spoken prompts interface or Visual Voice e Deleted messages can be undeleted by marking them as saved read or unread They can then be moved back out of the Trash folder Moving a deleted message out of the Trash folder automatically changes it to read m Saved message Setting a message as saved stops it being automatically deleted after a period of time e Priority message This icon is added the the message icon to indicate that the caller has set the message as a priority message Voicemail Pro Page 82 IP Office 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro UMS Web Services Voicemail Pro Page 83 IP Office 15 601063 Issue 201 03 March 2009 Controls CI select Before performing many actions such as saving deleting or forwarding you can select the messages to which the action should be applied e The select box at the top of the list of messages can be used to selec
484. rictions on the number of channels it can use for different services The limits are separate for each of the services When a limit is reached further calls are delayed until one of the existing calls is completed Refer also to Voicemail Channel Reservation 10 e Outcalling can use up to 5 channels at any time e Conference center invitation calls can use up to 5 channels at any time e Callback calls can use up to 2 channels at any time e Alarm calls can use up to 2 channels at an time To change voicemail channel reservations 1 Open IP Office Manager and the load the configuration 2 In the Navigation pane click Sy System and select the system 3 Click the Voicemail tab System LANI LAN2 DNS Voicemail Telephony LDAP System Events SMTP CDR SMDR Twinning YCM Yoicemail Type Voicemail Lite Pro v Messages Button Goes To visual voice voicemail Destination Voicemail IP Address 192 168 42 203 Voicemail Channel Reservation Unreserved Channels 4 Auto ttendant 0 voice Recording 0 Mandatory voice Recording 0 a Announcements 0 Mailbox Access 0 4 Amend the channel reservations as required By default the values are 0 To view the utilisation of voicemail channels 1 Open the System Status Application Voicemail Pro Page 103 IP Office 15 601063 Issue 201 03 March 2009 2 Click Resources The System Resources summary is displayed The following details are displayed
485. ring Voice SavedResult 8 1 1 13 Variable Property The Variable property gets and sets the VAR voicemail system variable e Owning object vmprov5 voicescript e String e Set A string object that contains the new value for the VAR variable For example Voice Variable String e Get A string object containing the current value for VAR For example String Voice Variable Voicemail Pro Page 316 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Examples Using VB Script 8 1 2 VBScript Methods 8 1 2 1 ForwardMsg Method The ForwardMsg method is used to forward a file or message to other mailboxes Voice ForwardMsg file As String mailboxes As String ident As String e Parameters e file This contains the name of the message file to be forwarded The following formats are allowable e GREETING greeting Forwards the greeting stored within the greetings directory the WAV extension is automatically appended e ACCOUNTS mailbox message Forwards the message stored within the specified mailbox the WAV extension is automatically appended e CAMPAIGN campaign message Forwards a campaign message stored within the specified campaign the WAV extension is automatically appended e If the fully qualified path is specified drive path file then the full specified pathname is used otherwise the file is relative to the WAVS directory e mailboxes The list of mailboxes to forward the message to separ
486. rmation see Voice Recording Library 170 8 Click OK 9 Click a to send the configuration back to the IP Office Voicemail Pro Page 178 IP Office 15 601063 Issue 20 03 March 2009 Administration Recording Calls To set automatic call recording for an outgoing account call 1 Open IP Office Manager and load the configuration from IP Office 2 In the Navigation pane click E Account Code 3 Select the required account code 4 Select the Voice Recording tab Voice Recording Record Outbound Mandatory T Record Time Profile z Recording Mailbox 206 Theresa Green M Use Voice Recordina Library 5 From the Record Outbound drop down lists select the recording frequency required None Do not record On Record all calls if possible Mandatory Record all calls If recording is not possible return busy tone to the caller xx Record calls at intervals matching the set percentage eg for every other call for 50 For inbound calls recording will not take place if the call also goes to normal voicemail 6 Select the Recording Time Profile is required If not set recording is applied at all times 7 The Recording Mailbox option is available for IP Office 4 1 For previous releases the destination is always the mailbox of the user making the call 8 Select the option to place the recordings in the voice recording library The Voice Recording Library options can be used only if a VRL application has been in
487. ro In IP Office a fax machine can be set up to direct faxes to individual extensions or hunt groups Faxes can be directed to the fax machines or servers based on the DDI or DID numbers of the incoming calls For more information see the IP Office Manager help and guide e Fax calls detected by Voicemail Pro When a fax message is left in a voicemail mailbox Voicemail Pro can detect that the call is a fax call and redirect the call to a fax machine or fax server to receive the fax The incoming call can be routed to a system fax number or in Intuity Mode a fax number that the mailbox owner has specified e Fax calls can be sent to a system wide fax number If Voicemail Pro detects a fax tone it passes the call to the number that is set as the system fax number This number can be an analog extension that is connected to a fax board in the fax server For information about configuring an analog extension see Configuring an Analog Extension Number for Fax Use 12 e Fax calls can be sent to a user defined mailbox number If Voicemail Pro detects that the incoming call is a fax and if a system fax number has been specified Voicemail Pro checks to determine whether the target destination is a user defined fax number If it is the system fax number is overridden and the incoming call is redirected to the user defined fax number If no user defined fax number has been set the fax is sent to the system fax number When a system fax number is set
488. ro Page 47 IP Office 15 601063 Issue 201 03 March 2009 2 5 2 5 Switching VoiceMail Pro to MAPI By default the Voicemail Pro installation process assumes that SMTP will be used for Voicemail Pro email functions Therefore it requests an SMTP email account settings during installation setup Voicemail Pro can use MAPI is a MAPI compatible client is configured on the Voicemail Pro server and is accessible using the account under which the Voicemail Pro server has been installed If you are installing IMS use the IMS account previously created as part of the installation process For more information see Installing IMS 364 Some options are not available if you are working offline You must be working online to use this feature To switch Voicemail Pro to MAPI 1 Start the Voicemail Pro Client 2 Click re Preferences and select General 3 Click the MAPI tab General Directories MAPI Housekeeping SNMP Alarm Qutcalling Mapi Profile pee oo Mapi Password Use Email Protocot C SMTP MAPI 4 The Use Email Protocol settings allow you to switch Voicemail Pro between MAPI and SMTP e If MAPT is selected a valid MAPI profile and password must be entered in the fields above That MAPI profile must exist within the MAPI email client on the server PC and be useable by the account under which the Voicemail Pro service is running e If SMTP is selected the SMTP email account settings must be entered 5
489. rompts Instead of using multiple return points from a Language Select module one for each language and linking to separate Get Mail actions each with an Entry Prompt in the required language you can use a single Get Mail action To change the language of custom prompts 1 Through the Get Mail action s properties record an Entry Prompt for US English users and save it as enu custom getmail wav 2 Record a similar prompt for French Canadian users and Latin Spanish users You need to use the same file name each time and save each file in a different language folder Properties for etma OOOO zx General i si Specific Reporting Results 1 enu customsget_mail wav 5 0 2 froe custom get_mail waw 7 0 3 esm customgetmail way 6 0 JV Allow prompts to be interrupted by Tones 3 Delete all except one of the entry prompt entries That this does not delete any of the recorded prompts 4 For the remaining entries change the file path by inserting LOC in place of the language folder name for example LOC custom getmail wav Properties tor i xix General i Specific Reporting Results Order Prompt ent fs 1 LOC custom get_mail way 0 0 JV Allow prompts to be interrupted by Tones Voicemail Pro Page 189 IP Office 15 601063 Issue 201 03 March 2009 4 12 Mobile Twinning Mobile Twinning is a licensed feature If Mobile Twinning is enabled in IP Office a user can send inter
490. rver in a separate hard disk partition or on a separate server The diagram illustrates the option of installing ContactStore on a separate server Voicemail Pro is supplied on two CDs The first CD contains the Voicemail Pro software The second CD contains Avaya IP Office ContactStore e The standard Voicemail Pro CD includes the software components for generic Text To Speech TTS Voicemail Pro ScanSoft TTS is supplied on a separate set of 5 CDs For more information see the Installing Text to Speech 654 section Voicemail Pro Page 10 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro 1 1 What is New The following are summaries of the new features in IP Office Voicemail Pro releases Voicemail Pro 4 2 e IP Office Unified Messaging Service UMS 715 Two new methods for users to access their mailbox are now supported The methods are mailbox access using email applications that support IMAP Internet Message Access Protocol and mailbox access via web browsers The use of these requires the IP Office configuration to contain UMS Web Services licenses for the number of required users e IMAP Service 72 gt The Voicemail Pro now includes an IMAP server Users can then access their voicemail messages using email clients such as Outlook and Lotus notes that support an IMAP Client When connected the IMAP client and Voicemail Pro will synchronize messages in the mailbox with message files in the IMAP client Playback is
491. rver s Full Name ypnm sitea avaya com Bob Jones 200 200 Numbe 2 Add Range V Enable WildCard To add a VPNM server In the VPNM Server s section click Add Help Close 2 Enter the fully qualified domain name of the remote VPNM destination the remote Voicemail Pro server PC or Avaya Interchange 3 Enter the two digit access prefix if these are being used Click OK To delete a VPNM server 1 In the VPNM Server s section select the server that you need to delete 2 Click Delete When a server is deleted all of the users associated with that server are also deleted Voicemail Pro IP Office Page 114 15 601063 Issue 201 03 March 2009 Configuring Voicemail Pro Voicemail Pro Preferences To add a user to VPNM server 1 Inthe Users for VPNM Server s section click Add The Adding a new user window opens Adding a new user E x Please complete the user details Which PIM Server does this user belong to What is this user s full name Please enter the user s local extension I Please enter the user s remote extension What is this user s full telephone number Te oo OK Cancel 2 Enter details for the user All of these details MUST be completed before the user can be added e Select the VPIM server from the listing e Enter the user s full name The user s full name is used by the local Voicemail Pro s dial by name feature e Enter
492. rvices should be visible Their Status should be Started and the Startup Type should be set to Automatic 5 The details should also show that the services are running under the IMS account 6 If it necessary to manually restart the services ensure that the following order is used VMProDBService if installed Voicemail Pro Service IMS Restart IMS Voice and finally IMS Gateway 7 Close Services 8 Only when you have completed the above process should you proceed to Initializing the Call Flow 378 Using a Batch File to Start Services In some instances certain computers might not respond quickly enough in order to start all of the Avaya services in the correct order In this circumstance it can be advisable to create a batch file which will delay the start of these services until the PC is fully running Avaya IP Office Services can be started successfully at system start up using a scheduled task that initiates the batch file below This batch file ensures that the services will start successfully and in the proper order 1 Set all Avaya services listed below to Manual start Do not include Key Server 2 Create the batch file below and save it to Y YSYSTEMROOT Only include lines for the services which are installed echo off rem Wait 60 seconds before execute timeout t 60 net start VMProDBService net start Voicemail Pro Service net start IMS Restart net start IMS Voice net start IMS Gateway 3 Create a
493. s Perform the following basic checks e TCP IP Diagnostics Send and receive Test Packets ping the IP address View Packet Statistics look for any interface issues for example collisions e Display Message Queue monitors the contents of the outgoing message queue If messages cannot be sent e g due to administrative errors then this queue is likely to contain the unsent messages e Remote Connection Test test the basic connection to a remote Audix system Audix Browser Status Test e From the Browser interface to the S8100 select System Administration gt AUDIX Networking gt Maintenance Menu gt Network Snapshot See the status of connectivity to the Interchange 8100 Ping Test e From the Avaya Terminal Emulator interface to the S8100 select cmd at the Enter Command prompt e At the DOS prompt enter ipconfig to verify the IP address and gateway e Ping to test the connection Check the Status Through the Intuity Audix Command Line Interface e To update the Audix with reachable subscribers through the interchange from the audix command line prompt type get remote updates machine and Enter where the machine is the name of the interchange system e Repeat the command periodically and cancel out until the Status of Last Update entry is completed e From the command line prompt type display administrator s log where message delivery failures and reasons can be found Message Exchange Test In general the follow
494. s a voicemail server is running on the LAN there are some general system preferences that you can set or change To set up general system preferences 1 Display the main Voicemail Pro window 2 From the Administration menu select Preferences gt General Directories MAPI SNMP Alarm Outcalling Housekeeping Client Server Connection Timeout min 5 fm Default Telephony Interface iP Office Voicemail Password pat ooo Max Message Length secs Max Cal VAL Record Length Secs 3 3 Tl Play Advice on Call Recording System Fax Number feature is disabled when empty er eer o Tl Use as Prefix M Enable Fax Sub Addressing 3 In the Client Server Connection Timeout mins box type the number of minutes for the inactivity timeout Alternatively use the increment or decrement buttons After the number of minutes that you specify an inactive administrator user of the Voicemail Pro Client will receive a message to warn them that they might be automatically logged out if they remain inactive This enables another administrator user to log in and use the Voicemail Pro Client instead 4 From the Default Telephony Interface select IP Office or Intuity to control the way in which mailbox access works for mailbox owners For more information see Changing Mailbox Operation Mode 13 5 In the Voicemail Password box type the password to use for protecting voicemail access A Voicemail Password is option
495. s been installed The recommended option is Anyone who uses this computer all users In the Customer Information window click Next The Choose Destination Location window opens In the Choose Destination Location window click Browse and locate the folder where the Voicemail Pro files are to be installed Otherwise click Next to use the proposed folder The Messaging Components window opens so that you can choose the components that you want to install In the Messaging Components window highlight ACM Gateway Click Next The Service Account Name window opens Details of the default administrator account may already be filled in In the Service Account Name window type the User Name and Password for the user account under which the Voicemail Pro service should log on and run This should be the Voicemail account created previously on the domain and Exchange server Alternatively click Browse and select from the list of available PC or network accounts or click Next to use the proposed account details The Select Program Folder window opens By default the program folders are created in a folder called IP Office You can specify a different folder or select one from the list of existing folders To specify a different folder type the folder name in the Program Folders box Alternatively to use an existing folder highlight a name in the list of existing folders Click Next The account details that you have entered are verified If you e
496. s not enabled for this mailbox After they log in to their mailbox mailbox owners have the following options e Q1 Sets the Voicemail Email mode to Forward e Q2 Sets the Voicemail Email mode to Alert e Q3 Sets the Voicemail Email mode to Off Mailbox owners can find out more in the user guide for their type of mailbox Voicemail Pro Page 56 IP Office 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro Voicemail Email Installation 2 5 4 2 IP Office Manager Settings The voicemail email settings are found on the Voicemail tab of the user Voicemail Voicemail Code Co I Voicemail On Confirm Voicemail Code T Voicemail Help Voicemail Email bary shear acme com Tl Voicemail Ringback Voicemail Email Reading Voicemail Email Off Copy C Forward C Alert Reception Breakout DTMF 0 CY Breakout DTMF 2 Po Breakout DTMF 3 oOo O O The voicemail email settings are also on the voicemail tab of the hunt group Voicemail Voicemail Code Confirm Voicemail Code Voicemail Email sales acme conm Voicemail Email MM Voicemail On c Off Copy C Forward Alert B naie Broadcast Voicemail Email The user s or group s email address Voicemail Email off Switches off the use of Voicemail Email Note that other services using the email address such as Email TTS can still operate Copy Send a copy of each new message as a wav file attachment to the email The original message remains in the mailbox
497. s tab is shown for the Start action in calls flows However it should not be used as settings applied to the Start action are ignored and should instead be applied through the first other added to the call flow e Token Name The name of the action for example the token name for the action Menu is Menu The token name can be changed so the use of the action can be indicated It could also be confusing having two actions within a module with the same name e Description Use this field to enter notes about why the action is being used or other information that may be needed e Pin Each action can be protected by a PIN number The PIN number can be the voicemail code of the presumed user To do this enter a symbol For example entering would force the caller to dial their voicemail code entering 104 would force the caller to dial 104 followed by their voicemail code Properties for Generic sy 2 x eneral Entry Prompts Specific Reporting Results Token Name Generic Description Cancel Help Voicemail Pro Page 229 IP Office 15 601063 Issue 201 03 March 2009 6 3 2 Entry Prompts The Entry Prompts tab is used to select the prompts to be played before the action performs its main role Multiple prompts can be added and the order in which they are played adjusted This tab is shown for the Start action in calls flows However it should not be used as settings applied to the Start action are ignored and shoul
498. s text at level 50 lt volume gt and this as normal Rate Controls the speed at which the text is spoken This tag can be empty or nested e Attributes Only one attribute may be applied within a tag e absspeed Sets the absolute speed for the speech in a range between 10 and 10 with 0 being normal speech e speed Sets a speed change that is added to the current speed e Examples e lt rate absspeed 5 gt Speak this text at rate 5 lt rate gt and this text as normal e lt rate absspeed 5 gt Speak all following text at rate 5 e lt rate speed 5 gt Drop the current speech speed by 5 Pitch Controls the pitch at which the text is spoken This tag can be empty or nested e Attributes Only one attribute may be applied within a tag e absmiddle Sets the absolute pitch for the speech in a range between 10 and 10 with 0 being normal speech e middle Sets a pitch change that is added to the current speed e Examples e lt pitch absmiddle 5 gt Speak this text at pitch 5 lt rate gt and this text as normal e lt pitch absmiddle 5 gt Speak all following text at pitch 5 e lt pitch middle 5 gt Drop the current speech pitch by 5 Emph Applies emphasis to a word or section of text This tag must be nested e Attributes This tag has no attributes e Example e Say lt emph gt boo lt emph gt Voicemail Pro Page 68 IP Office 15 601063 Issue 201 03 March 2009 Installing Voic
499. s the telephone All messages are stored until they have been listened to and are then automatically deleted after a set time period The default time period for IP Office mode is 36 hours In IP Office mode users can designate a message as Saved so that it is not automatic deleted A mailbox owner can turn voicemail and voicemail ringback on or off using Phone Manager The default short codes can also be used The default short codes are e 18 To turn voicemail on e 19 To turn voicemail off e 48 To turn voicemail ring back on e 49 To turn voicemail ring back off 4 4 2 Transferring Calls to Voicemail The facility to transfer a call directly to a user s voicemail is available using the SoftConsole or Phone Manager applications For users who are not using these applications you can create a short code for them For example Code 201 Feature Voicemail Collect Telephone Number Extn201 Line Group Id 0 Locale Leave blank Force Account Code Leave blank When creating short codes for use with voicemail the indicates collect voicemail and the indicates deposit voicemail The telephone number entry must also be enclosed by quotation marks as shown in the example Voicemail Pro Page 142 IP Office 15 601063 Issue 201 03 March 2009 Administration Routing Calls to Voicemail 4 4 3 Using Short Codes to Access Voicemail The short code Voicemail Collect feature can be used to route callers to voicemail
500. sceeeseeeeeeeeeneenetteees 9 2 Installing VoiceMail Pro as an ACM Gateway 9 3 Installing Networked Messaging VPNM 9 3 1 Requirements for VPNM eeseeeseeeeesereeeees 9 3 2 Installing VoiceMail Pro with VPNM Support 9 3 3 Configuring VPNM Preferences c 9 3 4 Testing a VPNM Setuf eceeeeeseeeeteeeeeeeeee 9 4 IP Office to Avaya Interchange 9 4 1 Configuring the Avaya Intuity Audix 9 4 2 Configuring the Avaya Interchange 9 4 3 Configuring a DNS Server 9 4 4 Verification and Troubleshooting AEX kergiant bite dean ainda cea ee ee Voicemail Pro IP Office Contents Page 5 15 601063 Issue 201 03 March 2009 Chapter 1 Voicemail Pro Voicemail Pro Page 7 15 601063 Issue 201 03 March 2009 Voicemail Pro 1 Voicemail Pro The diagram illustrates a Voicemail Pro system with some of the setup options Full details on the installation options available are covered in the Installing Voicemail Pro 184 section VYoiceMail Pro Server ContactStore Server Optional Microsoft Exchange Server Optional Telephones with voicemail f Yoicebail Pro Client PC User s PC Optional Optional IP Office Control Unit The IP Office Voicemail Pro licenses are entered into the configuration of the IP Office system The licenses are required to activate Voicemail Pro features An unlicensed Voicem
501. scriptor is left blank after defining the policy setting in the template the policy setting will not be enforced Security descriptor ee Edit Security Cancel Apply 5 Check Define this policy setting and then click Edit Security Access Permission 2 fx Security Limits Group or user names ANONYMOUS LOGON 8 Distributed COM Users ACE Distributed COM Users f Everyone Add Remove Allow Permissions for ANONYMOUS LOGON Local Access Deny Remote Access 6 Add the Everyone and Anonymous Logon users and set them to Allow for remote and local access Click OK Voicemail Pro Page 383 IP Office 15 601063 Issue 201 03 March 2009 7 Click OK 8 Repeat this process for all DCOM entries Voicemail Pro Page 384 IP Office 15 601063 Issue 201 03 March 2009 Appendix Installing IMS B2b DCOM Settings for a Windows 2000 PC This process adjusts the DCOM settings on an individual PC running Windows 2000 1 Select Start Run Type the name of a program folder document or Internet resource and Windows will open it For you 2 x Tl Enable COM Internet Services on this computer m Default Distributed COM communication properties The Authentication Level specifies security at the packet level Default Authentication Level None The Impersonation Level specifies whether applications can determine who is calling them and whether the app
502. sed The list shows the first choice language prompts that Voicemail Pro will try to use followed by the second choice and so on For example if prompts for users with their locale set to French Canadian are not available Voicemail Pro looks for French prompts instead then English US and finally English UK The abbreviations shown in the table indicate the language prompt folder used in order of precedence Voicemail Pro server prompts can be installed in the following languages irene tries tes enue 1 Turkish prompts are not provided or installed but the Turkish locale is recognized English US prompts are used if installed otherwise English UK Fallback route added as part of Voicemail Pro 4 2 e TTY Teletype Textphone is included in the list of installable languages even though it is not a language TTY is a text based system that is used to provide service to users with impaired hearing or vision For more information see Support for Callers with Impaired Hearing Overview 18 Individual users can have their own Locale setting Voicemail then provides them with the appropriate language prompts if they are available This is set either through the IP Office Manager User form or through the language choice on some telephones For more information see the appropriate telephone User Guide The availability of a language in voicemail does not necessarily indicate support for IP Office in a country that uses that language C
503. sed for the installation and for the default language prompts Click OK Installation preparation begins Voicemail Pro 4 2 requires Microsoft NET 2 0 Framework If this version is not detected you are prompted to install it Click Yes to install Microsoft NET 2 0 Framework and follow the instructions on the screen If the following window opens Voicemail Pro is already installed You need to upgrade rather than install a new version For more information see Upgrading a Voicemail Pro System 414 Otherwise the IP Office Voicemail Pro installation starts and the Welcome window opens InstallShield Wizard Welcome Modify repair or remove the program Welcome to the IP Office Messaging Suite Setup Maintenance program This program lets you modify the current installation Click one of the options below Modify 7 Select new program features to add or select currently installed features to remove Repair F Reinstall all program features installed by the previous setup C Remove K Remove all installed features InstallShield Bach Cancel In the Welcome window click Next The Customer Information window opens In the Customer Information window type a user name and the company name or use the default names that are proposed These settings do not affect Voicemail Pro when it is installed In the same window choose the option that determines who should be able to use Voicemail Pro when it ha
504. server 4 Merge the configuration back to the IP Office and then receive the configuration again 3 In the Licenses section add the UMS Web Services license 5 In the Licenses section check that the License Status of the UMS Web Services license is now shown as Valid 6 Start the Voicemail Pro client 7 Select Help About 8 The screen should list the IMAP Server as Started and should show the number of UMS licenses Configure IP Office Users for UMS 1 Start IP Office Manager 2 Receive the configuration from the IP Office system hosting the user 3 UMS can be enable in two ways e Through Individual User Settings 1 Select i User and then select the required user 2 Select the Voicemail tab 3 Enable UMS Web Services Click OK e Through Licenses 2 In the Manager navigation pane double click on the UMS Web Services license 1 Select Licenses 3 The Select Web Service Users menu is shown 4 Select the users for which UMS Web Services are required Click OK 4 Merge the configuration back to the IP Office Voicemail Pro Page 73 IP Office 15 601063 Issue 201 03 March 2009 Configuring a User Email account The exact method of configuration of an IMAP account depends on the IMAP client being used by the user For example it may be necessary to enable some field with dummy data in order for the email client to accept the account even though those settings are not used by the Voicemail Pro IMAP server T
505. set BP Module Port 2 3 View the Analogue tab 4 Set up the incoming DDI routing of calls to specific users as required Extn Analogue Equipment Classification _ m Flash Hook Pulse Width R M Use System Defaults C Quiet Headset Cc Paging Speaker Minimum Width 20 i ms Standard Telephone Maximum Width 0 ms C Door Phone 1 C Door Phone 2 m Message Waiting Lamp Indication Type C IVA Port None z Hook Persistency 100 si ms e Tip If the fax board can support multiple lines you can configure them as a group The group number can then be used as the fax destination instead of an individual extension number The next step is to set the Voicemail Pro system fax number For more information see Setting the Voicemail Pro System Fax Number 12 Voicemail Pro Page 127 IP Office 15 601063 Issue 201 03 March 2009 3 3 7 Castelle Fax Server Voicemail Pro 4 1 added support for Castelle FaxPress products This uses SMTP rather than MAPI to exchange fax emails with the Voicemail Pro server In order for the Voicemail Pro to recognize emails received from the fax server the From name used must start with FaxPress This is configured through the FaxPress client software as follows 1 Login to the FaxPress client software as a supervisor 2 Expand the Administration section on the left 3 Select Embedded Services 4 Select Email Gateway Right click on this and select Configura
506. sfer displayed on phone Description displayed on phone ee Oooo No answer timeout 30 In the Transfer to group field enter a group name if you want to restrict the caller to a particular group Check the Prompt user with a list of group members option if you want the voicemail server to list the group members for the caller In the Source of transfer field select the number to display on the target telephone In the Description field enter a call description to be displayed on the target telephone Set the No answer timeout value The value selected is how long the voicemail server waits for an answer before following the No Answer connection The Call List action results need to be connected to relevant actions Call List Next No Answer Busy Voicemail Pro Page 260 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Actions Telephony Actions 6 7 7 Dial by Name B The Dial by Name action enables callers to enter the name of the person and or group they want to contact by dialing on a keypad with ITU standard alphabet markings The caller is then played a list of available name matches from which they can select An example of a call flow using the Dial by Name action is given in the Voicemail Pro Dial by Name section The action should prompt the caller to dial the name they require and then press Callers can also press to exit without making a selection
507. sing a short code a hunt group can be taken in or out of service When the group is Out of Service callers are played the group s Out of Hours greeting and can then leave a message Alternatively if an Out of Service Fallback Group has been configured callers are passed to that group Similarly a group can be taken in or out of Night Service by using Manager short codes or an associated time profile When the group is in Night Service callers are played the group s Out of Hours greeting and can then leave a message Alternatively if an Out of Hours Fallback Group has been configured callers are passed to that group Voicemail Pro Page 161 IP Office 15 601063 Issue 201 03 March 2009 4 7 6 Configuring Announcements When a caller is waiting to be answered or queuing announcements can be played to the caller The announcements are activated in IP Office Manager The standard announcement used is I am afraid all the operators are busy at the moment but please hold and you will be transferred when somebody becomes available This can be replaced by separate recordings for the 1st and 2nd announcements if required see Recording the Announcements 16 below or by custom call flows see Customizing Announcements 6 Enabling Announcements 1 Open IP Office Manager and receive the configuration from the IP Office system 2 In the Navigation pane click a HuntGroup and select the hunt group 3 View the Announcements tab 4 Check
508. splay 8 Click OK 9 Click il to save the configuration file A call is recorded if the user presses the programmed DSS key during any call The caller will hear an announcement that the call is being recorded if the mandatory call recording warning is active For more information see Call Recording Warning 168 Using Short Codes The short code feature Call Record can be used to trigger recording of calls into the user s designated mailbox The example short code 95 can be set up as a user short code or a system short code In either case it will trigger recording Field Contains Feature Call Record necro p Voicemail Pro Page 171 IP Office 15 601063 Issue 201 03 March 2009 To use the short code 1 During a call put the caller on hold 2 Dial the short code The call is automatically reconnected and recording begins Voicemail Pro Page 172 IP Office 15 601063 Issue 201 03 March 2009 Administration Recording Calls 4 8 4 1 Setting Manual Recording Options The IP Office Manager can be used to specify where recordings triggered by a user are placed To configure a user s recording options 1 Open IP Office Manager and load the configuration from IP Office 2 In the Navigation pane click User and select the individual user 3 Select the Voice Recording tab VoiceRecording Record Outbound None Record Inbound None v Record Time Profile Auto Recording mail box 21 4 Extn214
509. ssage press 288 Send messages via email 59 Send reporting 233 September 288 301 Serial Port Feature Key 63 371 Series 158 171 200 205 211 224 338 344 350 351 Series Phones 158 Server menu 379 Server Name 132 368 Expand 397 Server PC 65 91 107 118 122 123 125 366 368 369 372 401 404 Server PC Power Saving Mode 369 server PC s 106 Server Requires Authentication check 120 Server s Outlook Client 369 Service Account Name window 372 Service Fallback Group Voicemail Pro IP Office Index Out 161 service logging 117 400 Service User 367 services running 398 session s 311 323 325 Set 203 mobile_twinning_number_ KEY 191 Set 203 twinning_type Internal 191 Set 203 twinning_type Mobile 191 Set MattR mobile twinning number 190 Set MattR twinning_type Internal 190 Set MattR twinning_type Mobile 190 Set Mobile No name 191 Set User Variable 213 226 277 add 276 Set User Variable Action 213 226 276 277 Set Voice 312 313 315 320 327 329 332 Set voicemail email 99 252 301 set Voicemail Email Mode 99 252 301 Set voicemail on off 252 SetLocale 332 SetLocale Method 332 SetMailboxMessage 333 SetMailboxMessage Method 333 SetRegister 333 SetRegister Method 333 SetResult 334 SetResult Method 334 SetSavedResult 334 SetSavedResult Method 334 setting tty 184 settings including 194 Setup Status window 372 Setup Type window 372 Setup exe CD 42 372 398 SetVariable 334 SetVariable Method 334 Short
510. stall Voicemail Pro For more information see Installation Overview 18 gt When the prompts have been installed the user settings must be configured so that the IP Office recognizes the TTY device There are two ways to configure a user so that they can use a TTY device with Voicemail Pro 1 The simplest method is to change the user locale in IP Office Manager This method requires no customization of a user s mailbox For more information see Changing User Locale 184 or refer to the IP Office Manager help or User Guide 2 An alternative to changing the user locale to TTY is to change the language setting in the Voicemail Pro call flows for the user who needs TTY prompts For more information see Changing the Language Setting for a Text Phone 18i 4 10 2 Changing User Locale The locale setting tty is not actually recognized by IP Office Manager Therefore all aspects of a user s telephony operation on the IP Office will default to the system s locale setting System gt System gt Locale However the user locale setting is transferred to the Voicemail Pro server during mailbox access and so will affect the prompts that are provided To change the user locale 1 Open IP Office Manager 2 In the Navigation pane click i User and select the individual user 3 Select the User tab 4 Select the option Teletype Textphone in the Locale field 5 Click OK 6 Click i to merge the configuration change back to the IP Office 4 10 3
511. stalled and licensed For more information see Voice Recording Library 170 9 Click OK Voicemail Pro Page 179 IP Office 15 601063 Issue 20 03 March 2009 4 8 5 2 Customizing Auto Recording Normally auto recording is performed by the Voicemail Pro server as a default task However a module named AutoRecord can be used to customize the operation of auto recording If an AutoRecord module is created it overrides the default auto record operation Whenever auto recording is triggered UUI contains either the account code user name or hunt group name that triggered the auto recording Modules gt Record 21x Properties for Listen General Entry Prompts Specifi Reporting Results Listen to Caller s Mailbox Cancel Help A The value of condition Account1 is checked using a amp Test Condition action a If found True the call is recorded using a Listen action which specifies the mailbox for the recording If found False the next condition test is tried The conditions created within the amp Condition Editor compare the variable UUI against possible account code values Condition Editor x D E x A X Compare values This condition is TRUE if Value Account x Compare re UUI Is Account2 Equal to X K te Compare Value B 22222222 omes tee m oe 5 The
512. strative 368 392 403 429 433 administrative rights 392 Administrative Tools 90 368 403 433 Administrator Client 135 Administrator Details Changing 136 Administrator rights 365 380 use 392 administrator s 368 369 administrator s log 433 Advanced Options 394 Advanced Tab 281 Advice Call Recording 169 Call Recording Message 169 enable 169 Mailbox Users Owners Using 184 playing 168 Agent Mode 171 Alarm Set 226 add 270 Alarm Set Action 226 270 Alarm Threshold 112 Alarm Threshold Level 112 Alarm Threshold Unit Choose 112 Alert email 301 All Domain 409 Voicemail Pro IP Office Index Allow Launch 381 allow tracing MAPI 91 404 Allows Visual Basic 226 alpha numeric 409 Alphanumeric 191 226 416 add 265 Alphanumeric Action 226 265 Alphanumeric Collection 191 265 Althon 365 380 Although PCs 366 AM 288 301 AMD 365 380 Analog Extension Number Configuring 127 Analogue 169 View 127 and or 261 Annotation 233 Announcements On 162 182 Anonymous Logon 381 Assisted Transfer 207 225 226 add 263 result 147 Telephony Actions 347 Assisted Transfer Action 147 207 225 226 263 347 Assisted Transfer action transfers caller 263 Associated Email Address 379 Associating Voice Mailboxes 379 Attach file 119 288 372 402 email 268 Attend 145 Audit logon 403 Audit Policy see 403 Select 403 Audits 403 AuditTrail txt 252 audix 184 433 configuring 430 Return 429 Audix Browser Status Test 433 Audix Digital
513. swered queuing or the hunt group is in out of hours mode the voicemail server can provide appropriate greetings to callers These greetings can be changed through the normal mailbox controls Mailbox users can find out more in the IP Office or Intuity Mailbox user guides For more information see Out of Hours Operation 16h For more information see Configuring Announcements 162 e Voicemail Pro allows the actions available to a queued caller to be customized as well as the greeting messages e Voicemail Pro does not control the queuing of calls Queuing is controlled by the IP Office switch that presents queued and still queued calls at the appropriate times and provides the queue position and ETA data e Messaging If voicemail for a hunt group is on the IP Office default calls to the hunt group are automatically routed to voicemail if all available extensions have been called for the number of seconds defined in the IP Office No Answer Time parameter The default time setting is 15 seconds e Message Waiting Indication By default there is no indication on the handset when a hunt group mailbox contains messages and no direct access method to a hunt group mailbox e For hunt group members to receive message indication an appropriate H source number entry needs to be added For more information see Configuring Hunt Group Message Waiting Indication 15 e For access by other users an access short code can be used For more informati
514. t deselect all messages on the currently displayed page il Save Change the status of the selected messages to saved Mark as read Change the status of the selected messages to read Changing the status of a message will override its previous status including those marked as saved amp Mark as unread Change the status of the selected messages to unread Changing the status of a message will override its previous status including those marked as saved A Forward Forward a copy of the selected message to another mailbox When click the type of mailbox user or hunt group can be selected The list of mailboxes is then shown and allows selection of multiple target mailboxes X Delete Delete the selected messages Manually deleted messages remain visible until the voicemail server next performs its mailbox housekeeping See the deleted message description above Change password This option allows you to change your voicemail mailbox code Playing Messages To play a message just click on it The message menu is displayed The appearance of this will vary depending on whether you select playback via the default media player on your computer or through an extension on the telephone system A Voice Message x gt From To Brad Trower 4337 Mark Gallagher Received 11 July 2008 14 07 44 From To Brad Trower 4337 Mark Gallagher Received Length 11 July 2008 14 07 44 45s Voicemail Pro P
515. t the SMTP service of a messaging system is working by using telnet command as follows 1 From a DOS or UNIX prompt type telnet ip address 25 At the response type Helo 2 3 At the response type Quit 4 If the response is not as shown below then the SMTP service is not running on the machine and incoming VPNM messages will not be processed Check that the required PC services are running telnet 172 16 254 197 25 220 avaya 8ccy2i4d3 Microsoft ESMTP MAIL Service Version 5 0 2195 6713 ready a t Wed 22 Oct 2003 08 45 03 0400 Helo 250 avaya 8ccy2i4d3 Hello 172 16 254 197 Quit 221 2 0 0 avaya 8ccy2i4d3 Service closing transmission channel Connection t Check That the Required PC Services are Running From the Control Panel select Administrative Tools gt Services Check that the following services are Started with a Startup type of Automatic e SMTP e Voicemail Pro Service e VPNM Database Service e VPNM Server e VPNM Receiver Voicemail Pro Page 433 IP Office 15 601063 Issue 201 03 March 2009 Check the Voicemail Pro SMTP Settings From the PC Control Panel select the Avaya Voicemail Pro icon 1 Select the SMTP name 2 Ensure that the Mail Server name is exactly the name of the Voicemail Pro server PC 3 Select Check to make sure that a successful connection to the SMTP service can be made Interchange Basic Tests From the Interchange Main Menu select Customer Services Administration gt Diagnostic
516. t up 4 Select the Voicemail tab In Voicemail Code enter a pin code and confirm this in Confirm Voicemail Code 5 Select the Source Numbers tab Right click and select add to add a new number Callback Number Enter P followed by the destination telephone number If you system requires an external dialing then that prefix must be included for example P901923555456 If connecting to a cell phone or pager system that expects digits in separate sets use comma characters to add pauses to the telephone number dialing Trusted Source If calls from the callback number include ICLID you can set that number as a trusted source In that case no request for the user s voicemail code is made following the callback Enter V followed by the CLI displayed on calls from the callback number for example VO1923555456 6 Click OK 7 Click al to send the configuration back to the IP Office If the only changes made were to user settings select Merge Config 4 13 1 1 Using a Play Configuration Menu Action The callback call flow below is more advanced than the previous example It allows the user to check messages transfer themselves to another extension and to alter several aspects of their mailbox configuration Bob Rogers gt Callback u Start Point Ern Menu Next No Answer Busy Of main interest to a callback user is the ry Play Configuration Menu action This action allows the remote user to alter their extensions forwar
517. tab is shown for the Start action in calls flows However it should not be used as settings applied to the Start action are ignored and should instead be applied through the first other added to the call flow 6 3 5 Reporting The Reporting tab provides information that is then used to classify the call details within the reports produced by the CCC products a separate product from Voicemail Pro These fields are also used by the IP Office SBCC application For details refer to the IP Office SBCC Installation Manual e Flag the current call has been answered by Voice Mail The system user may not want the CCC to report a call as answered until it has reached a certain action within the sequence of actions For example to not regard a call as answered until the caller has left a message made a selection from a menu or has been transferred to a user or group e Request to call back the current caller If this option is selected the CCC will keep a record of the caller s CLI if provided This is then used within the CCC product to arrange a callback call by an agent This field is not used by SBCC e Send reporting information If selected this option allows information to be associated with the call The information is set in the Group name Topic and Annotation fields The CCC product uses the information within it s call reports Properties for Generic Y 3 2 x General Entry Prompts Specific Reporting Results Flag the current
518. tains a query against the open database in this example it concerns the ISBN captured in the previous menu action f ieg IN From DB Success Failure If the sequence of numbers entered by the caller matches an ISBN entry in the database then the Author s name cost ISBN and book title details are captured This query is entered into the Database Execute Action via the specific tab When entering information into the specific tab for the first time you are taken through a series of steps 1 Select the Database Open Icon required In this example the Make sure Database still active icon was selected 2 At the SQL Function window the option to Select From was chosen as information from the database is required 3 Details are then entered into the SQL Wizard as shown below SQL Wizard Function Tables Field SELE CT ook List Selected Fields gt gt Logical Field Relational Daa Delete Modify Cancel Select Fields l Upto six fields may be selected Voicemail Pro Page 340 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Examples IVR Connecting Voicemail Pro to a Database 4 When the query has been entered the SQL wizard is closed The specific tab of the action will contain the entered query see example shown below Properties for Request ISBN From DB E 2x General Entry Prompts Please enter the SQL comm
519. tarting Outlook if there is a IMS connection error a message may be received while Outlook is starting asking for a user name and password Please recheck the DCOM settings and verify that the Windows Firewall exceptions have been setup properly Next verify that the IMS client has been installed properly 1 Do not proceed with this process until you have completed the steps in Opening the Firewall 393 2 In Outlook select Tools gt Integrated Messaging 3 If the IMS Client has connected you should only have the option to Disconnect If this is the case you have successfully installed the IMS Client on the workstation If you can not connect 3 1 Verify that the mailbox is set properly to the user s Name in Manager 3 2 Check that the proper Voicemail Pro machine name was given when installing the client software 3 3 Check the DCOM settings or the Windows Firewall settings not being modified 4 If the Integrated Messaging tab does not show up in Outlook Tools gt Integrated Messaging or under Tools gt Options gt Integrated Messaging verify that the IMSClient has not been disabled in Outlook 4 1 In Outlook click Help gt About Microsoft Office Outlook About Microsoft Office Outlook Microsoft Office Outlook 2003 11 8118 8107 SP2 Part of Microsoft Office Professional Edition 2003 Copyright 1995 2003 Microsoft Corporation All rights reserved Portions of International CorrectSpell spelling correction system 1993 b
520. ted mailbox Other details shown include e The extension number associated with the mailbox e The size of the mailbox measured by the amount of space in KB that is taken up by the wav files in the specified user s mailbox folder e The number of new old and saved messages in the mailbox e The date when anyone last logged into the mailbox Voicemail Pro Page 205 IP Office 15 601063 Issue 201 03 March 2009 H amp This is a group that has one or more start points configured It can be expanded to show the different start points a Collect Used when someone accesses the group s mailbox a Leave Used when calls to the hunt group are redirected to voicemail we Queued amp Still Queued Used when calls to the group are queued For more information see Customizing a Hunt Group Call Flow 168 CH Short Codes This folder contains any start points set up for particular short codes Short code start points require the Telephone Number entry of the matching short code in the IP Office Manager to be set up in a particular way For example if a Start Point for short code 88 is set up the settings for short code 88 in the IP Office Manager application must be as follows e Short Code 88 e Telephone Number 88 e Feature Voicemail Node The above will allow internal callers to access the start point To allow external callers access an Incoming Call Route should be set up with the destination 88 a
521. ted to a fax machine Intuity mailbox owners have the additional option to define their own personal fax number instead of the system fax number Incoming calls are directed to Voicemail Pro and then Voicemail Pro redirects fax calls to a mailbox owner s personal fax number if one has been set For information mailbox owners should read the Intuity Mailbox User Guide To set the Voicemail Pro system fax number 1 From the Administration menu select Preferences The System Preferences window opens 2 Click the General tab Directories MAPI SNMP Alarm Dutcalling Housekeeping Client Server Connection Timeout min ai Default Telephony Interface iP Office Voicemail Password p oao Max Message Length secs Max Cali YRL Record Length Secs 3 3 Play Advice on Call Recording System Fax Number feature is disabled when empty pema ee dn _ I Use as Prefix MV Enable Fax Sub Addressing 3 In the System Fax Number box type the number of the general fax machine to which all incoming faxes are to be directed This number must match the number of the analog extension that is connected to the fax board of the fax server PC Intuity mailbox owners can receive fax messages into their mailboxes and set a preferred fax number to use instead of the system fax number As the administrator you still need to set up a system fax number to enable mailbox owners to set their own numbers A personal mailbox
522. ted to voicemail and press 2 This number might be for example the number of a colleague of the mailbox owner whose extension was originally dialed Breakout DTMF 3 The number to which callers are to be transferred if they are directed to voicemail and press 3 This number might be for example the mobile or cell number of the mailbox owner whose extension was originally dialed 10 Click OK to save the voicemail changes for the user 11 Amend any other user details then save and merge the configuration changes Page 100 Voicemail Pro IP Office 15 601063 Issue 201 03 March 2009 Configuring Voicemail Pro IP Office Configuration 3 1 4 Configuring User Source Numbers The Source numbers can be changed for individual users in IP Office Manager The Source Numbers tab gives a list of Dial In Source Numbers Several of these numbers can relate to voicemail operation The source number settings that can be used for Voicemail Lite are e V lt Caller s ICLID gt Voicemail Trusted Source Access Strings prefixed with a v indicate numbers from which access to the user s mailbox is allowed without requiring entry of the mailbox s voicemail code e When in Intuity mode users will still have to enter their voicemail code if they use the Messages button on their telephone However If they have a button programmed to collect voicemail they can access their mailbox without entering their voicemail code e H lt Group Name gt Hunt
523. tend the Voicemail Pro server or service to run This account must have full administrator rights to the local PC e We recommend that a new user account called Voicemail is created and given full administrator rights on the PC This will help identify the accounts purpose We also recommend that the account is set so that its password does not expire 2 Check that the web server has been installed and is operating correctly Test that its home page can be viewed from other PCs on the customer s network that is the PCs of users who will want to access campaign messages 3 In IP Office Manager check that the correct licenses for Voicemail Pro are installed and show a status of Valid For Voicemail Pro with Web Campaigns the licenses required are e Voicemail Pro 4 ports plus Additional Voicemail Pro X ports licenses up to the total number of port required or supported by the IP Office control unit e Installation on Windows Server Operating Systems On many Windows server PC s while the Windows Audio components are present by default they are not always enabled If this is the case the playback of voice prompts may be choppy and the TTS if installed will not work Note however that enabling Windows Audio does not require the server PC to have a sound card installed 1 Ensure that you have full administrator rights for the PC This process will also require the PC to be restated 2 In the Windows Control Panel select Sounds and Audio Dev
524. that the number that you typed in to the System Fax Number box is used If your fax system does not use prefix addressing leave this box unchecked 13 For this feature to work you also need to set up a short code Most fax servers perform fax forwarding based on DTMF signalling received with the fax call Check the Enable Fax Sub Addressing box so that the DTMF signal is passed to the fax server after the call has been answered so that the fax can be forwarded to the email address of the intended recipient 14 Click OK 15 Click amp Save and Make Live and select Yes Voicemail Pro Page 108 IP Office 15 601063 Issue 201 03 March 2009 Configuring Voicemail Pro Voicemail Pro Preferences 3 2 1 2 Directories When Voicemail Pro is installed some default folder locations are used You can change these if required To set the location of Voicemail system folders 1 Display the main Voicemail Pro window 2 From the Administration menu select Preferences gt General 3 Click the Directories tab General Directories MAPI Housekeeping SNMP Alarm Outcalling Voicemail Server Directory C Program Files AvayailP OfficesVoicemail ProM Voicemail Server Speech Directory C Program Files Ayvaya lP Office oicemail Pro v M W avs Remote Campaign Directory C Program Files Ayvaya lP Office Yoicemail Pro vM Campaia 4 In the Voicemail Server Directory box type the path to the folder where the voicemail server program
525. the IMS and Exchange services but not necessarily in the correct order It is therefore necessary to force Windows to start the services in the correct order This is accomplished by editing the registry as follows 1 Run regedt32 exe This is normally located in WINNT SYSTEM32 2 From the Window menu select the HKEY_LOCAL_MACHINE option 3 Navigate to the SYSTEM CurrentControlSet Services IMS Gateway key 4 Open the DependOnService value It should already contain the IMS Restart 5 Append the MSExchangeIS and MSExchangeMTA strings 6 Note that the value is of type REG_MULTI_SZ which means that each string should be separated by pressing the enter key 7 Close regedt32 Restart the machine and verify that IMS starts correctly 8 Note that it may take a few minutes after a restart for the Exchange and IMS services to be fully operational Voicemail Pro Page 408 IP Office 15 601063 Issue 201 03 March 2009 Appendix Installing IMS 9 1 8 Known Issues 9 1 8 1 Problems Connecting to IMS on a Domain Controller Scenario Voicemail Pro with IMS will run on a PC running on a Domain Controller Note however that it is not recommended that IMS be installed on a Domain Controller Problem Voicemail Pro and IMS are running on a Domain Controller and IMS clients are having Problems connecting Resolution All Domain users who are using the IMS clients must be able to read and write the folder C Program Files Avaya IP Office Voicemail
526. the Voicemail Code field on the Hunt Group gt Voicemail tab in the IP Office s configuration Alternatively the user can be made a member or the group but have their membership set to disabled This allows them to access the group mailbox without receiving group calls Depending on the type of telephone phone or IP Office application they are using users who receive hunt group message waiting indication can choose any of the following methods to collect messages e Phone Manager If Phone Manager is used the group name and number of new messages is displayed in the Messages tab Users click the Messages tab to access the group mailbox e 4400 Series Phones On phones with a Menu T button press Menu T Menu TI Msgs Voice The group name is shown along with the number of new messages Press the display button to access the group mailbox e Voicemail Ringback If a user has voicemail ringback enabled ringback will occur for new group messages as well as new personal messages Ringback for personal messages takes place before any ringback for new group messages This method of configuring hunt group message waiting indication allows individuals including users who are not members of the group to receive hunt group message waiting indication To configure message waiting indication 1 Open IP Office Manager 2 In the Navigation pane click i User and select the individual user 3 View the Source Numbers tab 4 Click Add Source
527. the call is treated as a caller to the campaign or an agent processing the campaign messages For more information see Campaign Action 24 e Using the Park Slot number 35 _ Through a Web Browser For more information see Using the Web Campaign 357 When an agent accesses the messages waiting in a campaign using either if the first two methods they have a number of telephone controls available C C 9 Next response SSS oS ause S C t S S O O OUOUOUUU Voicemail Pro Page 355 IP Office 15 601063 Issue 201 03 March 2009 The Park Slot number assigned to the Campaign can be used with programmable buttons The advantage is that if the telephone has a message waiting lamp the lamp will be lit when there are campaign messages waiting to be processed e Phone Manager park slot keys cannot be used for this function To assign a campaign to a programmable button 1 In IP Office Manager receive the IP Office configuration 2 Open the required i User form 3 Select the Button Programming tab 4 Select a free button Right click in the Action field Select Emulation gt Call Park Right click in the Action Data field Enter the campaign s park slot number 5 Save the configuration back to the IP Office and reboot 6 Wait until voicemail services have restarted 7 The programmable button on the user s telephone will flashing red when there are new messages in the campaigns park slot Press the
528. the user s extension The local extension number is used as the local mailbox number and so should not conflict with any existing local number e Enter the user s remote extension The remote extension number should be the user s real extension number Typically this and the local extension number are kept the same using a unique extension number dial plan for the linked systems e Enter the user s full telephone number The full telephone number should be a dialable number that is routed to the user s extension or mailbox 3 Click OK to save the details and return to the VPNM configuration window Voicemail Pro Page 115 IP Office 15 601063 Issue 201 03 March 2009 To add a group of users 1 Optional Check the option Enable WildCard When this option is selected you can use the question mark symbol to represent any number 2 Inthe Users for VPNM Server s section click Add Range The Adding a range of users window opens Adding a range of users 3 3 x Which YPNM Server do these users belong to Input extension range Start Number of Users Pf Enter local prefix Enter remote prefix Cancel 3 Enter details for the users All of these details MUST be completed before the users can be added e Select the VPNM server to which you want to add the users e Enter the start number of the extension range e Enter the local prefix e Enter remote prefix 4 Click OK to save t
529. tion 5 Select the Email to Fax tab 6 In the Return address used in emails sent from the SMTP gateway section in the Name field enter a name in beginning with FaxPress Voicemail Pro Page 128 IP Office 15 601063 Issue 201 03 March 2009 Configuring Voicemail Pro Fax Server Configuration Voicemail Pro Page 129 IP Office 15 601063 Issue 201 03 March 2009 Chapter 4 Administration Voicemail Pro Page 131 15 601063 Issue 201 03 March 2009 4 Administration 4 1 Starting the Voicemail Pro Client You can start the Voicemail Pro Client from the IP Office Voicemail Pro folder To start the Voicemail Pro Client 1 From the Start menu select Programs gt IP Office gt Voicemail Pro Client The main Voicemail Pro Client window opens If the Client and Server are installed on the same machine you do not need to log in If you are using the Client to work on a remote server you do need to log in For more information see Logging in to the Voicemail Pro Server 132 e Tip Alternatively as with any other Windows application you can add a shortcut to your desktop and start the Voicemail Pro Client from there 4 1 1 Logging in to the Voicemail Pro Server You can run the Voicemail Pro Client in offline mode and you can also use it to connect to a Voicemail Pro Server To connect to a Voicemail Pro Server with the Voicemail Pro Client you need to log in for authentication purposes By default the Voicemail Pro Server
530. tion to the Outgoing Group ID set on the VPN line to the central system Load the configuration and reboot the remote IP Office 6 Dial 17 at an extension on the remote IP Office The call should ring the Voicemail Pro server and then access the extensions mailbox Voicemail Pro Page 64 IP Office 15 601063 Issue 201 03 March 2009 Installing Voicemail Pro Centralized Voicemail Pro 2 7 Text to Speech TTS Install The Voicemail Pro server is able to use the Text to Speech TTS feature to e Speak text in call flows using the q Speak Text action The text can include variables passed from other actions including database actions e Support Email Text to Speech This requires MAPI based Voicemail Email to have been set up and tested Voicemail Pro TTS requires the server PC to have a Microsoft SAPI 5 compatible TTS engine installed and a valid license entry Two IP Office licenses exist to enable Voicemail Pro support for TTS operation These are e VM Pro Generic TTS This license enables the Voicemail Pro server to use either Microsoft s own SAPI5 TTS engines or third party SAPI 5 compatible TTS engines The Microsoft TTS engines Microsoft Sam Mike Mary and Simplified Chinese are installed by default as part of the Microsoft Windows installation One license is required for each simultaneous instance of TTS usage e VM Pro ScanSoft TTS This license enables the Voicemail Pro server to use Avaya supplied TTS engines These engines
531. tlook 2003 Cached Exchange Mode can cause problems with Message Waiting light synchronization with IP Office terminals To disable Cached Exchange Mode Select Start Settings Control Panel Mail Select Email Accounts Select View or change existing email Accounts Select the Microsoft Exchange Server 1 2 3 4 5 Select Change 6 Uncheck Use Cached Exchange Mode 7 Click OK 8 Close and restart Outlook be apply the change Using Cached Mode IP Office IMS users who want to use Cached Mode when traveling outside of the Office can temporarily enable it operation 1 Turn on Cached Exchange Mode 2 Select the Integrated Messaging tab 3 Select Prompt before connecting to Voicemail Server 4 Click OK 5 Close Outlook When the user logs in remotely and opens Outlook they will be prompted by the message Do you wish to connect to the Integrated Messaging server They should select No before opening outlook Outlook will not then try to synchronize voicemail messages in Outlook with Voicemail Pro When the user is back in the office they can then check Cached Exchange Mode reopen Outlook and connect to the VoicemailPro server for message synchronization 9 1 8 5 Transferring an IMS Account to a New PC The voicemail call flows greetings IMS user accounts and other user settings can be transferred to a replacement Voicemail Pro server PC with the following steps 1 Export the Voicemail call flows 2
532. to NAM POS and QTIM in queuing call flows and to any variable that contains numeric values Numbers are spoken as a series of single digits for example 123 is spoken as one two three To speak 123 as one hundred and twenty three requires TTS to be installed and a Speak Text action used Some system variables can be played as prompts for example e NAM Plays the user name e CLI Speaks the caller s CLI e RES Plays the current result if it is a wav file e VAR Plays the variable as a list of digits Variable Length The length of the value stored within a variable is limited For Voicemail Pro 4 2 this limit has been increased from 64 characters to 512 characters Voicemail Pro Page 211 IP Office 15 601063 Issue 201 03 March 2009 Available Variables CLI Holds the CLI of the caller if available CP The 16 variables CPO to CP15 are used to store values call parameters for the duration of a call within the call flow Values can be written into these variables using the Generic 236 action command CPx lt value gt where x is 0 to 15 and lt value gt is the value to be stored DBD A set of 6 system variables DBD O to DBD 5 These represent the fields of the currently selected database record in a call flow where database actions are being used DDI IP Office 4 1 and Voicemail Pro 4 1 Holds the DDI of the call if available SETA Holds the expected time to answer in seconds for a queued c
533. ty Prompt G0274 For all new private messages G0275 G0278 Enter the time in second and 0279 Enter the new number and G0280 G0281 To input an outcalling number G0282 Enter the number followed by G0283 Anything entered will be interpreted as part of the called number G0284 No global commands such as 4 will be accepted at this time G0285 A or entered as the first character will result in the or being output G0286 60287 G0288 G0289 Enter outcalling number and G0290 To exit press now G0301 Your destination is currently configured to gt wi als DS 4 Qo a Oo 5 2 w Iov F ees paj io mapes 2 BIS c S ae aoQ a cF og a 3 5 co cr ol al o uo s a3 0 3 j5 ai P olo Sia w wn w 5 w wn D o 9 o D w a a ow a v gt wn D Q fo a wn G0306 For system outcalling schedules G0307 You are specifying your outcalling time period G0308 For outcalling during peak time G0309 If not press 3 and re enter time G0310 To specify your times G03i1 G0312 G0313 i G0314 G0315 Peak time is For outcalling ant time press 1 G0316 G0317 G0318 To change outcalling information press 6 G0319 Outcalling specified for G0320 G0321 G0322 G0350 G0351 Based on an outcalling time profile which is currently configured as follows G0352 G0353 G0360 4 Ole er olo gt 2 lo Fa a o wn gle ala a o oj
534. ty please get help and try again later rdinal numbers 1st to 31st O To send press 72 To reach the covering extension press Zero O OO OSH O H OO OO N NON CEE lt o as w o wn gt o a D w wn oO a gt w J Q Cc ae e 3 ae 5 oO wn wn xX Ko N Ww Voicemail Pro Page 294 IP Office 15 601063 Issue 201 03 March 2009 Prompts US English Intuity Prompts WAV File Intuity Prompt Page Pages Nothing to print Fax message from Address before record turned on To turn off press 1 You are administering addressing options To prevent callers from leaving messages press 1 You are administering call answer options Sorry the mailbox you have reached is not accepting messages at this time Is not available To review or change your reach options press 7 Please enter an outcalling option to hear a list of options press 0 To following message was restored No message to restore Please contact the administrator Voicemail Pro Page 295 IP Office 15 601063 Issue 201 03 March 2009 990 1463 WAV File 464 465 466 467 469 964 965 970 007 008 010 To forward with comments press 12 To record a new message press 14 To respond to or forward the message press 1 The return address for this message is not a mailbox on this system To reply to sender by voicemail press 7 The ab
535. ul N Wednesday Thursday Wi w uu ul ur BR Ww Friday Saturday Ww ul fe gt You are choosing between subscribers whose names match your entry To indicate no subscribers match delete entry by pressing 3 To change to extension addressing and delete your entry press 2 You are identifying a list as private or public You are scanning mailing lists to review list members press 0 to rewind to previous list press 2 to continue scanning lists press 3 Enter owner s extension To replace an existing list enter that list s number These are entries in your list To rewind to current entry press 2 to rewind to previous entry press 2 as many times as necessary to continue playback of list press 3 To skip to next entry press to delete current entry press D You are choosing whether to attach a copy of original message to your reply To include the original press y for yes to send only your reply press n for no To skip the next header press the sign to listen to the header rewind by pressing 2 then play by pressing 3 to skip to the next category press To delete message press D To listen to the message press 0 to re record message before delivery press 1 Voicemail Pro Page 291 IP Office 15 601063 Issue 201 03 March 2009 Wi w WwW DID WIN Ww fea A WiW W wW NID DO O O OIN Ww Ww N N Ww Ww N oO WW Ww ON ON WAV File 88
536. ule files can contain several modules select the module required Click Next Click Finish The selected file is exported Click Close oO ON DD WH To import a file 1 From the File menu select Import or Export 2 Select Import call flows 3 Click Next 4 Enter the name of the file that you want to import Alternatively click Browse select the type of file to export either the entire database or a module If a module of the same name already exists it is overwritten by the imported module Click Open Click Next Module files can contain several modules select the module required Click Next Click Finish The selected file is imported Click Close oO ON BD WH Voicemail Pro Page 203 IP Office 15 601063 Issue 201 03 March 2009 10 Click E Save amp Make Live before you close the Voicemail Pro Client to apply the imported file The existing database is overwritten and a backup copy is saved in the folder DB Backup 5 5 Including Other Files In some special circumstances it may be necessary to include the settings of an existing vmp file into the Voicemail Pro settings To include other files 1 From the File menu select Includes The Configuration Includes window opens Configuration Includes x m Please add or remove any file inclusions NB these files paths are relative to the Voicemail Server directory C Program Files 4avaya lP Office Voicemail ProM Update Cancel
537. urce Numbers tab 4 Add a V source number Enter the users extension number For example a user whose extension number is 214 wants to be able to collect their voicemail without entering their voicemail code A source number V214 would be entered Enter a different extension number For example a user whose extension is 214 wants to be able to collect their voicemail from extension 204 A source number V204 would be entered From now on when the user of extension 214 dials a short code from extension 204 they will not be prompted for their voicemail code Not supported for Intuity mailbox users Add a V source number containing the external telephone number For example V01923 38383 would be entered if the external number was 01923 38383 When the user dials the number set up as the Incoming Call Route to Voicemail from the trusted location they will not be prompted for their mailbox number or Voicemail Code For more information see Giving Users Voicemail Access from an External Location 154 Not supported for Intuity mailbox users 5 Click OK to save the changes 6 Click al to merge the configuration back to the IP Office Voicemail Pro Page 153 IP Office 15 601063 Issue 201 03 March 2009 4 6 Mailbox Access Controls With IP Office mailbox owners can control their mailbox and messages in a number of ways after they have logged in to the mailbox e Standard IP Office Mailbox Mode This is the only mode for Voicemail Lite V
538. 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 1 800 643 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 Awww avaya com support 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 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 current versions of d
539. vices Using Starting 417 IP Office Settings 57 IP Office Small Community Network 61 IP Office System Details 367 IP Office Technical Bulletins Read 367 IP Office TUI 313 IP Office User Guide 154 IP Office User Profile Screen 392 409 IP Office VoiceMail Pro 3 2 42 398 IP Office 4 0 42 398 IP Office Voicemail Pro CD 42 367 398 Insert 9372 IP Office Voicemail Pro Control Panel Applet 398 run 409 IP Office Voicemail Pro window 117 118 119 120 400 401 402 Voicemail Pro IP Office Index Upgrading 42 398 IP Office Wizard 273 IP Trunks 168 IP406 366 369 IP406 V2 366 369 IP412 366 369 IP500 367 371 IP500 Upgrade Standard Professional 367 require 371 ipconfig 433 is eta 329 ISBN 337 caller matches 338 capture 338 matches 338 matching 342 store 344 Issue 371 403 411 433 telnet 429 ITU 261 265 346 IVR 282 336 according 301 IVR Database Connection 282 K Key Server 377 417 L Language Select 188 189 Language Setting Changing 185 Languages Prompts 14 187 Supported 14 187 Large Fonts Use 366 Large Fonts setting 366 Last In First Out 111 Last Update Status 433 LastAccessedMsg 311 313 LastAccessedMsg Property 311 313 launch 381 408 VB 332 Leave Mail Action 102 147 166 170 185 207 226 246 268 347 Leave Messages 145 226 Level Tone 301 License Server IP Address 63 371 Set 64 Licenses Feature Specific 25 Port 25 Required 25 licenses exist 65 lice
540. voicemail your_domain_name 6 Select the Servers tab Enter the name or IP address of the Outgoing mail server and Incoming mail server The Incoming Mail Server details can be left blank as Outlook does not need to check for mail Otherwise enter the account name and password for example Voicemail Select Remember password 8 Select the Connection tab Select Connect using my local area network LAN Click Next 9 Click OK 10 Click Next 11 Accept the default path for file creation 12 Select Next then Finish and then Close 13 Open Outlook 14 On the Email Service Option Screen select Internet Only 15 Click Next 16 Select Yes to register Outlook as the default email application 17 Select Tools gt Options 18 Click the Preferences tab 19 Click Email Options 20 Uncheck Save copies of messages in Sent Items folder e You might want this option selected during initial setup and troubleshooting Due to the size of wav file message attachments it is advisable to uncheck it after installation is complete 21 Log on to the server PC using the account that will be used for the Voicemail Pro server 22 From Outlook or Outlook Express send a message direct to an extension user 23 If this message is received correctly continue with installing the Voicemail Pro software Voicemail Pro Page 51 IP Office 15 601063 Issue 201 03 March 2009 2 5 3 5 Configuring Outlook for Exchange Server This option may be c
541. w program features to add or select currently installed features to remove Repair SF Reinstall all program features installed by the previous setup C Remove SI Remove all installed features InstallShield Bach Cancel In the Welcome window click Next The Customer Information window opens In the Customer Information window type a user name and the company name or use the default names that are proposed These settings do not affect Voicemail Pro when it is installed In the same window choose the option that determines who should be able to use Voicemail Pro when it has been installed The recommended option is Anyone who uses this computer all users In the Customer Information window click Next The Choose Destination Location window opens In the Choose Destination Location window click Browse and choose the folder where the Voicemail Pro software is to be installed Otherwise click Next to use the proposed folder The Messaging Components window opens so that you can choose the components that you want to install Highlight Voicemail Pro Partial Click Next By default the program folders are created in a folder called IP Office You can specify a different folder or select one from the list of existing folders To specify a different folder type the folder name in the Program Folders box Alternatively to use an existing folder highlight a name in the list of existing folders Click Next The Start
542. wed if they make an invalid entry or the timeout occurs Timeout If selected the Voicemail Pro will wait for the specified number of seconds for a valid digit If the timeout expires the Voicemail Pro will either allow a retry or if the No of Retries has been reach it will follow the Timeout result connection within the call flow Invalid Entry Voicemail Pro 4 2 If selected if the caller enters an invalid digit the Voicemail Pro will either allow a retry or if the No of Retries has been reach it will follow the Timeout result connection within the call flow Prompt Voicemail Pro 4 2 You can associate a prompt with the Timeout and or Invalid Entry options If a prompt is specified before allowing a retry the Voicemail Pro will play that prompt Use the to access the Wave Editor 23h In the example the transfer options 1 and 2 were selected The results 1 and 2 need to be connected to suitable transfer locations This result is used to connect to a following call flow action if the caller does not make an entry within the specified number of seconds on their last retry e Invalid This result is used to connect to a following call flow action if the caller makes an invalid entry on their last retry e Others A result for connection to a following call flow action is shown for each select dialing digit sequence For examples of the action being used in a call flow see e Using a Play Configuration Menu Action 195 e Ex
543. ween the users voicemail mailbox and their Microsoft Outlook via Microsoft Exchange IMS is not supported with UMS and vice versa e Installation on Windows Server Operating Systems On many Windows server PC s while the Windows Audio components are present by default they are not always enabled If this is the case the playback of voice prompts may be choppy and the TTS if installed will not work Note however that enabling Windows Audio does not require the server PC to have a sound card installed 1 Ensure that you have full administrator rights for the PC This process will also require the PC to be restated 2 In the Windows Control Panel select Sounds and Audio Devices 3 If Windows Audio has not been enabled select the Enable Windows Audio check box Notes 1 Use of the Large Fonts setting is not supported Use of this option may cause options on some screens to become inaccessible 2 A 100Mbps network card is strongly recommended Free disk space requirements are also subject to the message storage required For more information see Disk Space Requirements 244 4 IMS and Web Campaigns options within Voicemail Pro are only supported on Windows Servers Aspects of operation such as Voicemail to Email Integrated Messaging Pro IMS Web Campaigns etc are subject to further requirements as listed in the relevant sections Voicemail Pro Page 19 IP Office 15 601063 Issue 201 03 March 2009 Basic Voicemail Pro Mi
544. wered in the queue length When queuing is selected announcements can be played to the queued caller For more information see Configuring Queue Announcements 16 Voicemail Pro Page 165 IP Office 15 601063 Issue 201 03 March 2009 4 7 9 Customizing a Hunt Group Call Flow Voicemail Pro allows for customization of queuing operation through the use of Queued and Still Queued start points either specific to a particular hunt group or default for all groups The abi Queue ETA and F iucue Position actions can be used to provide callers with queue information and then place them back in the queue Within a Queue or Still Queued start points call flow the default action for any unlinked results is to place the caller back in to the queue rather than disconnect the caller e Incoming Call Route Priority The IP Office supports a configurable Priority setting 1 2 or 3 on Incoming Call Routes Calls assigned a high priority are moved up any call queue ahead of those with a lower priority The use of this feature is not compatible with Queue ETA and Queue Position messages as the spoken queue positions and ETA for some callers may be overridden by calls with a higher priority For example a caller might hear that their queue position is 5 If a call is received on an Incoming Call Route with a higher priority the next time the queue position is heard their queue position could be 6 further back in the queue e Synchronized Announcements I
545. when configuring the Audix needs to be entered under Digital Networking Machine Administration e From the Main Menu select Networking Administration gt Remote Machine Administration gt Audix Digital networking Machine Administration e Enter the transmission schedule for sending messages to the Audix System Select Chg Keys and then the Add key to enter the form Administer The Intuity Audix parameters in the Interchange e Select Interchange Administration gt Remote Machine Administration gt Remote Machine Parameters e Select Choices then the system to be updated e Ensure that the address range corresponds to the mailboxes on the Intuity Audix system that are eligible to receive messages Set the parameters as shown Avaya Interchange n Mailbox ID Length 5 Default Language us eng Failed Msg Notification Priority n Msg ID y Send Message for Warning n Default NameNet type u e Select the Details key to enter the following details Subscriber Updates Type dynamic Updates In y Updates Out y Voiced Names for Dynamic y Network Turnaround y Provide Local Mapped Addresses n Dynamic Sub Expiration Days 90 e Select Save Continue and then Save again If both systems are set for 5 digit dialing this step can be omitted If both systems are not then Dial Plan Mapping needs to be used to map the mailbox identification from the Interchange Dial Plan to the Intuity Audix
546. will match any number with 7 as the third digit Voicemail Pro Page 256 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Actions Telephony Actions 6 7 2 Route Incoming Call a W The Route Incoming Call action has two results for which connections to following actions can be made The results are Internal or External To add a Route Incoming Call action i t 1 Click the ei Telephony Actions icon and select Route Incoming Call There is no specific tab for this action The Route Incoming Call action results for a match and no match need to be connected to int 10 i ioy relevant actions intemal External 6 7 3 Route by Call Status e The Route by Call Status action has four results for which connections to following actions can be made To add a CLI Routing action 1 Click the Ei Telephony Actions icon and select 3 Route by Call Status There is no specific tab for this action The Route by Call Status action results No Answer Busy Out of Hours and Default need to be connected to a relevant action Route by Call Status No Answer The result route used is determined by why the reason the call was routed to voicemail For Busy example calls to a hunt group follow either the No Answer route or when in night service OutO Hours the Out of Hours route Calls to users would follow either the No Answer or Busy routes Default Where the cause for the call being rout
547. y Lernout amp Hauspie Speech Products N W All rights reserved French Spelling checker and dictionaries 19942000 SYNAPSE D veloppement Toulouse France All rights reserved Spanish Spelling Engine 1998 2002 by SIGNUM Cia Lida Quito Ecuador All rights reserved Microsoft Office Outlook Cipher Strength 128 bits Portions based on Entrust Security Technology Copyright 1994 1996 Northem Telecom Limited Microsoft Internet Explorer Cipher Strength 128 bits Contains security software licensed from RSA Data Security Inc Security Mode Default This product is licensed to Avaya Product ID 73931 640 2269916 57624 View the End User License Agreement Warning This computer program is protected by copyright law and international treaties Unauthorized reproduction or distribution of this program or any portion of it may result in severe civil and criminal penalties and will be prosecuted to the maximum extent possible under the law Disabled Items The items listed below were disabled because they prevented Outlook from functioning correctly Please note that you may have to restart Outlook for these changes to take place Select the ones you wish to re enable Voicemail Pro Page 394 IP Office 15 601063 Issue 201 03 March 2009 Appendix Installing IMS 4 3 You will have to close and reopen Outlook for it to appear 4 4 You should see a Telephone Icon in the mail message when you have a v
548. y Prompts tab ige aame Connect the result Next to a relevant action Next 6 8 4 Clock ey The Clock action plays the current time on the Voicemail Server PC A short code can then be used to have this action replace users making external calls to a speaking clock service To add a Clock action 1 Click the a Miscellaneous Actions icon and select w Clock E Clock Connect the result Next to a relevant action Next Voicemail Pro Page 270 IP Office 15 601063 Issue 201 03 March 2009 Voicemail Pro Actions Miscellaneous Actions 6 8 5 Post Dial et The Post Dial action can be used to connect another extension to a specified call flow start point or to play a recording to that extension To add a Post Dial action 1 Click the pru Miscellaneous Actions icon and select Et Post Dial 2 In the Specific tab complete the fields with relevant details General Entry Prompts Specific Reporting Results M Post action or wave file to extension Options C Post action NecnssesseneSetsoresssesensensenes Play out a looped wave file Delete the wave file after completion Post the following action or wave file to extension Post wave file Plays a selected wav file When Post wave file is selected there are two options which can be selected Play out a looped wave file The wav file will be played in a continuous loop Delete the wave file after completion The wav file
549. y select the most appropriate language General Entry Prompts Specific Reporting Results which language should the system prompts be played in Possible System Prompts Installed onserver Chinese No Danish Dutch No English Yes English United States Yes Finnish No Finnish Sweden No French No French Canada No German No Greek No Hungarian No Italian No Japanese No Korean No z Possible system prompts List of all prompt languages that could be installed on the system Installed on the Server Displays if the prompts for a particular language are installed on the server Connect the result Next to a relevant action For examples of the action being used in a call flow see Changing the Language of System Prompts 18 and Changing the Language Setting for a TTY Device 18 Voicemail Pro Page 253 IP Office 15 601063 Issue 201 03 March 2009 6 7 Telephony Actions si Telephony Actions These actions relate to telephony functions such as call transfers E3 Variable Routing Action 255 Route on a match to a variable such as the caller s CLI at e Route Incoming Call Action 25 Route a call depending on whether the call is internal or external e 3 Route by Call Status 257 Calls route is determined by why the reason the call was routed to voicemail Transfer Action 258 A blind transfer Whisper Action 25 Screened transfer
550. y simplifies the installation process for IMS 1 On the domain controller open Active Directory Users and Computers right click on the domain to be administered and select Properties a Group Policy Object Editor File amp Active Diesctory Users and Computers t j lt 3 File Action Yiew Window Help le Ameca e ery Sa Saved Queries iea s om Delegate Control a 3 ters g Find ZA Connect to Domain lt 3 Connect to Domain Controller P Controler Raise Domain Functional Level nSecurtyPrincipals Q Operations Masters New All Tasks gt view b New Window from Here Refresh Export List Properties 2 Select the Group Policy tab ACE com Properties 21x General ManagedBy Group Policy To improve Group Policy management upgrade to the Group Policy Management Console GPMC Current Group Policy Object Links for ACE Group Policy Object Links No Override Disabled k Default Domain Policy Group Policy Objects higher in the list have the highest priority This list obtained from mainpde ACE com Add Edit Up Options Broperties Down I Block Policy inheritance it Active Directory Users and Computer ACE com 6 objects Voicemail Pro IP Office Page 382 15 601063 Issue 201 03 March 2009 Appendix Installing IMS 3 Double click Default Domai
551. y window opens so that you can specify the folder where the web campaign components are to be stored 16 The default folder is C inetpub scripts To use the default folder click Next To specify a different folder type the path to the preferred folder location Alternatively click Browse and locate the folder to use 17 The Service Account Name window opens Details of the default administrator account might already be filled in 18 In the Service Account Name window type the User Name and Password for the user account under which the VoicemailPro service should log on and run This should be the voicemail account created previously on the domain and Exchange server Alternatively click Browse and select from the list of available PC or network accounts or click Next to use the proposed account details The Select Program Folder window opens 19 By default the program folders are created in a folder called IP Office You can specify a different folder or select Voicemail Pro Page 32 IP Office 15 601063 Issue 201 03 March 2009 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 Installing Voicemail Pro Basic Voicemail Installation one from the list of existing folders To specify a different folder type the folder name in the Program Folders box Alternatively to use an existing folder highlight a name in the list of existing folders Click Next The account details that you have enter
552. you are working online the name of the connected server is displayed For more information see Logging in to the Voicemail Pro Server 13 e Toolbar The toolbar across the top of the window provides access to the Voicemail Pro options via icons instead of the menus For more information see Toolbar Icons 20 e Start Points Navigation Pane The upper left Navigation pane contains an expandable collapsible list of customizable voicemail start points For more information see Start Points Overview 20k e Modules Navigation Pane The lower left Navigation pane contains a library of voicemail modules For more information see Creating Modules Overview 215 e Details Pane The details pane shows either e Columns of information for the user or group specific start point selected or for the Voicemail Pro Administrator selected You can click a column heading to sort the content For more information see Start Points Overview 20k e Visual representation of a call flow from either default start points or a module For more information see Creating Modules Overview 215 Voicemail Pro Page 201 IP Office 15 601063 Issue 201 03 March 2009 5 2 Toolbar Icons The Voicemail Pro screen includes the following icons These may be grayed out according to which area of the Voicemail Pro screen is currently active Save as For more information see Saving Changes and Making them Live 20 Save amp Make Live For
553. your conference id and press to finish conf_04 Please enter your PIN and press to finish conf_05 Your conference ID or PIN is not valid conf_06 Your conference ID is not valid conf_07 Your PIN is not valid conf_08 Please try again conf_09 To be announced into the conference please speak your name and press when you have finished conf_10 Your name is too short please try again conf_i1 conf_12 To join them in an immediate conference press 1 to accept 2 to decline and 3 if the delegate is not available conf_13 Has requested conf_14 To join in an ad hoc conference press 1 to accept 2 to decline and 3 if the delegate is not available conf_15 Has declined the offer to attend the conference conf_16 Is not available conf_17 Has just entered the conference conf_18 Has just left the conference conf_19 An unknown caller conf_20 Has been invited conf_21 No conference selected thank you and good bye conf_22 Transferring you to the conference now bn ot on_02 Voicemail Pro Page 302 IP Office 15 601063 Issue 201 03 March 2009 Prompts English Non Intuity Prompts WAV File Non Intuity Prompt bn_03 bn_04 bn_05 bn_06 bn_07 bn_10 bn_11 bn_12 bn_13 bn_14 bn_15 bn_16 bn_17 bn_18 bn_19 bn_20 bn_21 bn_22 bn_23 dom_01 wav Day of month ordinal numbers 1st to 31st om_31 wav ow 01 ow_02 ow 03 ow_04 ow_05 ow_06 ow 07 EOC_1 EOC 2 int_na Mr

Avaya 15-601063 User's Manual

Contents

Download Pdf Manuals

Related Search

Related Contents