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ADTRAN 619510003-1A User's Manual

1. 155 OVBFVISW a oni a tt es eae oe ae eae a ES ead see E ghee eee eae chat 155 Managing Data Sources 155 Accessing Data using Database Service Elements 159 Using Database Elements 163 13 Importing and Exporting 173 OVENMIEWs emia when tt Dent pou s ein np a AM Ghee ating eee Sen 173 Starting the Import Export Wizard 173 Importing and Exporting Items 173 14 Setting Options fe cates te Pewee a eee Bea bey Se Ce Bee dagen teeta 175 Setting General Options 2 2 eee eee 175 Setting Message Delivery Options 176 Customizing your Mailbox 178 Setting Integrated Messaging Options 180 Compressing Voice Messages 181 15 FroubleShOotinG 240 0 kaha ones ee Se ee eae BN er ha an 183 OVOFVIOW SS A ood RS Soh bast ct cea ek S toh ey re Mle Se ak geld Oe ae cel alte 183 Troubleshooting Message Waiting Indicators 183 Troubleshooting the NetVanta UC Server 184 Using the NetVanta UC Server Logs
2. 185 Accessing Documentation and Training 191 Accessing Technical Support 191 16 Appendix Glossary 193 17 Appendix B Installing the NetVanta UC Client Application 197 6 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Getting Started 1 Getting Started This chapter introduces the NetVanta Enterprise Communications Server client application in Personal Business Assistant mode and presents some basic operations This chapter covers the following topics e Overview on page 7 e Conventions on page 9 Requirements on page 10 Starting the Application on page 10 e First time Access using the Desktop on page 10 e Changing your Password on page 12 e Accessing your Mailbox for the First Time on page 13 Overview The UC Server application in Personal Business Assistant mode provides not only the most commonly used unified communications features but also the opportunity to design your own auto attendent services and to record customized announcements Master the basic functions and manage your personalized greetings and delivery features with efficiency and ease right from your desktop The user interface is remarkably user friendly The UC Server is integrated with Microsoft Outlook so that you can access voice f
3. My Fax 2 tif CallAttendant Office Fax Viewer Fill View Help la xi e SR Alew ere From Jane Smith Date June 20 2001 Urgent DForReview 1 Please Comment Please Reply I Please Recycle Comments Please find attached the proofs for your business cards Ready Num 7 Smith Pnnting Inc 74 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Sending Faxes Fax tif UC Client Fax Viewer File View Help S QQ MAG MAB ecole Ready Connected as System NU Z Use the zoom control icons to zoom in or out of the fax Zoom in S Zoom out Use the rotate control icons to rotate only one page of a document or the entire document Rotate to the left right or 180 degrees Rotate single page firin ee A A E Rotate entire document 619510003 1A Copyright 2009 ADTRAN Inc 75 Sending Faxes Enterprise Communications Server Use the page control icons to scroll through a multiple page document Previous page 45 gt Next page tor To print the fax document from the Fax Viewer select the printer icon on the Fax Viewer toolbar To print a fax document 1 2 Select the Faxes navigation bar to open the Faxes menu Select the fax documents folder containing the document that you want to print The folder s contents are listed in the content pane Faxes Folder Right click the fax documen
4. Record for at most 240 secs FF Stop recording after 80 seconds silence FR Stop when key pressed F Beep before recording Review message menu Take Message element element can receive voicemail messages and store them in your mailbox You do not need to specify the mailbox where messages are stored Your system administrator does this You can limit the length of the message that can be recorded and avoid recording silence Enable the corresponding check boxes to allow callers to signal the end of their message enable a beep before recording and enable review message menu To limit the length of a recorded message Type a number of seconds in the Record for at most text box Callers cannot leave a message that lasts longer than the time limit that you specify To avoid recording silence 1 Enable the Stop recording after check box 2 Type a number of seconds in the text box or If you set the number of seconds of silence too low callers might be cut off while pausing between phrases or speaking quietly 619510003 1A Copyright 2009 ADTRAN Inc 135 Using Advanced Elements Enterprise Communications Server To set Take Message specifications Enable any of the following check boxes Stop when key pressed callers proceed to the next element after they press a key e Beep before recording e Review message menu Advanced Menu element The Advanced Menu element allows callers to ma
5. 619510003 1A Copyright 2009 ADTRAN Inc 3 Conventions Enterprise Communications Server 4 Copyright 2009 ADTRAN Inc 619510003 1A _ Table of Contents Getting Slano safest wea iad Vey wed Mal D bd wate sey eae aes a aaa bes 7 OV VISWE SE tee dE OR e cet a E Era RUE sledge Rath See einen aa doce lite ced Sheet 7 Conventions ie Eea eTe ie an ig ieee nt ee to eee ee 9 Requirements i200 ol Ghee he Pi Ri hae ee ee a re ra ns dd 10 Starting the Application 10 First time Access using the Desktop 10 Changing your Password 12 Accessing your Mailbox for the First Time 13 Customizing your Mailbox 15 OVEIVIOW se fons Fi ec ee te ee idee We ee eee de Bie ree dae Weed de 15 Customizing your Mailbox using your Telephone 15 Customizing your Mailbox using your Computer 20 Customizing Incoming Call Options 0 0 0 0c eee 29 VETO Wa catia wheats wat aa ve RE dre datent ag ns et ecw bebe 29 Managing Extensions and Identities Options 29 Managing Messages using your Telephone 31 OVENMIOW annee hia he dass de Pe arte el de ete wad Pa wataldgon pes 3
6. Delete Data element The Delete Data element allows callers to delete data in a specified data source p Daal S 9 me Source Delete Data element If some rows are deleted successfully the caller exits the Source connector pin If no rows are deleted the caller exits the No rows deleted connector pin If any other condition exists the caller exits the Otherwise connector pin For information about specifying data sources filter fields and values refer to Using the Data Source Selector on page 159 For security reasons when including a Delete Data element in a service you might want to put a Verify Password element before it Make sure that you specify exactly the UT data that you want to make available for deletion For example if you do not include a 7 filter field and value all rows are deleted 168 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Using Database Elements Update Data element mi Update Data 1 dk Source Update Data element The Update Data element allows callers to update the data in a specified data source The Record Announcement element can be used to record temporary recordings which can be used with the Update Data element as a form filling application in order to request quotes have callers answer general customer service questions and so on For more information on temporary recordings refer to Allowing calle
7. Record Announcement element on page 29 Allows callers with user accounts to record over an existing announcement from a remote telephone Take Message element on page 33 Triggers the recording of an incoming message for storage to a mailbox Advanced Menu element on page 34 Allows callers to make a selection using the telephone keypad Manage Mailbox element on page 35 Allows callers to retrieve messages remotely Change Mailbox Password element on page 35 Allows users to change their mailbox password Verify Password element on page 36 Enables the service to request a password from callers and ensure that a given password matches a specified one or the password for a particular mailbox Loop Counter element on page 37 Allows you to limit the number of times the call flow executes a path Text To Speech element on page 37 Reads text to the caller Gather Digits element on page 38 Keeps track of information that is entered by callers Compare Data element on page 38 Compares patterns of data and directs the call flow accordingly Create Log Entry element on page 39 Allows users to capture and export detailed call log entry information Record Announcement element The Record Announcement element allows callers to record over an existing announcement or mailbox greeting record a temporary recording or record into a database using a remote telephone
8. To change the message summary 1 From the main menu select 4 Change mailbox options 2 From the Change mailbox options menu select 3 Change status options 619510003 1A Copyright 2009 ADTRAN Inc 17 Customizing your Mailbox using your Telephone Enterprise Communications Server 3 From the Change status options menu select 2 Obtain message summary options 4 Select one of the following e 1 Disable e 2 Set to quick mode 3 Set to verbose mode e Cancel Changing the notification option When you receive a message an alert is displayed on your telephone that notifies you that you have mail This notification option allows you to turn the alert light on or off To change the notification option 1 From the main menu select 4 Change mailbox options 2 From the Change Mailbox Options menu select 4 Notification option 3 Select one of the following e 1 turn notification on e 2 turn notification off Changing message sorting options Message sorting options allow you to listen to your messages in the order that you choose Listening to voice and fax messages only is the default option To change message sorting options 1 From the main menu select 4 Change mailbox options 2 From the Change mailbox options menu select 5 Message sorting options 3 Select one of the following e 1 plays voice and fax message only e 2 plays voice and fax messages first and then email m
9. A UC server Date value representing today s date December 25 2006 Current Time A UC server Time of Day value representing the current time Format depends on location For US and Canada 12 02 PM User Name The user profile name of the profile that owns the called extension Paul Smith User Extension The extension number where the call was initially received 224 Selected User Name If a Select Extension element is executed this is the user profile name of the profile that owns the selected extension Otherwise it is User Name Mark Jones Selected Extension If a Selected Extension element is executed this is the selected extension Otherwise it is User Extension 225 Caller Name The same as Matched Contact Name if the matched contact name is not blank If it is the value of Caller ld Paul Smith Caller ld A UC server Text Value representing the caller Typically it is the form name number However if the name is blank it is in the form number It might also have special values such as lt Private Number gt lt Long Distance gt or lt Unknown Caller gt Phone number format depends on the underlying transport Paul Smith 613 599 9698 Caller ld Name A UC server Text Value containing the caller name as provided by the underlying transport Paul Smith Caller ld Number A UC server Text Value containing the raw caller t
10. Refer to Selecting values within elements using the value selector on page 238 if you want to select a dynamic value for the Compare to box 2 From the drop down list select a comparison mode that you want to associate with a specific caller 3 Select Add to select additional comparison options You can add up to ten compare data connectors Create Log Entry element Enter text or insert value Create Log Entry element The Create Log Entry element allows detailed call information to be exported as a tab separated file or XML based file You can specify the type of information that you want to include in the call log entry Use the Create Log Entry element with the Gather Digits element if you want to log the digits that a caller enters To specify types of information using the Create Log Entry element 1 Inthe Enter text or insert value section select the Value Selector arrow For more information refer to Selecting values within elements using the value selector on page 238 2 Select dynamic values for the log entry and type any text that you want to appear in the log 3 Repeat steps 1 and 2 until all the information that you want to include appears in the list Lu Some of the information types appear blank in the call log depending on the PBX 619510003 1A Copyright 2009 ADTRAN Inc 141 Using Advanced Elements Enterprise Communications Server Applications for the Execute Program element include the
11. Symptoms e UC server services keep shutting down with Trend Micro software installed e The UC client crashes doesn t load forms or produces unknown software errors Possible Causes Sometimes problems can arise from third party firewall or antivirus software installed on computers hosting the server or client software Solutions Proceed with the following potential solutions in the order in which they appear Only when solution A and B have been attempted and failed should solution C be tried Ifa problem occurs ADTRAN Technical Support advises that the third party product be Lu removed from the system prior to contacting Technical Support for assistance For more information refer to Accessing Technical Support on page 191 Solution A Verify that the NetVanta UC Server files are excluded from antivirus software scanning Verify that the following folders are excluded from antivirus software scanning as noted in the NetVanta UC Server Deployment Guide and in the NetVanta UC Server Installation Guide e C Program Files ADTRAN Or any folder in which the UC server application is loaded e C ADTRANLogs Or the folder to which logging application is configured C Program Files Microsoft SQL Server Or the default location of the database folder 184 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Using the NetVanta UC Server Logs Solution B Uninstall the third party antiviru
12. e x a rea Called ID Name F Not connected A 2 Inthe text area type comments or additional information that you want to include Internal recipients can listen to the voice message and read your comments in the text area External recipients can read your comments in the text area and receive the audio as an attachment 3 Select To 42 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Managing Messages in Microsoft Outlook 4 Select a recipient from your Outlook contacts list The information for the recipient must include an email address if you want the message to be forwarded successfully If the recipient is not internal or is not included on your contacts list with an email address then do the following in the Select Names dialog box select To and type the recipient s email address in the Forward Voicemail To text box 5 Select OK 6 Select File gt Send Managing fax messages in Outlook You can identify fax messages in your Microsoft Outlook Inbox by the following fax message icon Fax message icon To view a fax message From your Outlook inbox double click a fax message You can select the fax message icon or the subject line of the message The fax message opens in the NetVanta UC client FaxForm If you do not see the fax icon and if the fax message opens in NetVanta UC client Fax Viewer instead of the NetVanta UC client FaxForm then you may not have the NetVanta
13. 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Using Advanced Elements To remove a selection key from a menu Select the trashcan icon to the left of the key that you want to delete Manage Mailbox element Called Extension Access cancelled Manage Mailbox element The Manage Mailbox element allows callers to retrieve messages remotely over the telephone Called Extension refers to the identity originally called Selected Extension refers to the identity selected in the last successful Select Extension element in the service If there was none or the last one failed it defaults to be the same as the Called Extension You do not need to specify the mailbox where messages are stored Your system administrator does this You can set up the next element in the call flow depending on whether callers enter a valid extension number or cancel the management attempt Lu This element prompts callers for a mailbox password before allowing access Change Mailbox Password element Change Mailbox pre E Password 1 Mailbox Called Extension x Change Mailbox Password element The Change Mailbox Password element allows you to change your mailbox password The element prompts you for a new password waits until they enter a new password and then confirms it by playing it back to you You are then prompted to accept the change or reject it You do not need to specify the ma
14. 619510003 1A Copyright 2009 ADTRAN Inc 9 Requirements Enterprise Communications Server Requirements Before proceeding you need to get the following information from your network administrator The name of the server to which to connect The UC Server access number e Your default password for performing mailbox management The system defined key used to perform remote mailbox management Starting the Application The application might already be installed on your computer If it is not ask your network administrator for assistance or refer to Appendix B in this manual for instructions about how to do the installation To start the application 1 Select Windows Start gt Programs 2 Select NetVanta UC client 3 Select UC Client and the Choose UC Server dialog box opens 4 Type the UC Server name in the Server name text box 5 Enable the Save server as default check box and then select OK In the Server login dialog box type your user name and password From now on the application remembers the server name so that you do not have to enter it again When you start the application for the first time the First time Access Wizard Welcome menu appears First time Access using the Desktop If you change your password using the telephone and want to change it again in the application you must restart the application to synchronize the password The First time Access Wizard guides you through the following proced
15. 1 2 Call your workplace phone number that has UC Server as the auto attendant When prompted press the system defined key used to access mailbox management The default key for remote mailbox management is When prompted enter your extension number When prompted enter your password followed by Before you hear the main menu the mailbox summary lists the number and types of messages in your mailbox The main menu lists basic options If you do not make a selection right away the menu is repeated until you press a key Table 4 1 Main Menu 1 1 to review new messages 1 2 to review new voice messages 1 3 to review new email messages 1 to review all messages 2 to send a message 4 to change mailbox options 5 to search contacts exit Press 1 1 to hear new messages or press 1 to hear all messages You can use the following playback commands on your telephone keypad as you listen to each message Table 4 2 Playback commands 1 rewind 3 seconds 1 1 rewind to start of message 2 pause then resume playback 3 forward 3 seconds 3 3 forward to end of message 5 play message information caller ID date time 7 7 delete message 8 reset to normal volume 8 8 reply call back to messages 9 increase volume 9 9 save message 0 help skip to end of message message marked as unheard 7 done
16. E home al Announcement 2 Element Source Ply lel Play One time Message 5 TrunkGreeting gt M Play status message a Play Announcement Stop when key pressed EF meru One row fetched C Play entire message dd PF JEN lier Hours Control a AutoAttendant EE mn Alter Hours Conta 4 utoAttendan Tool Palette a eee L A lran al Greeting and Menu of Elements eee a ET Per rje D 8 oe F Mon F Tue F Wed 0 TrunkGreeting S te F thu Fi Sat Sun L Pr ea 2 7 Stop when key pressed Voice Mail tom o C je 0 23 59 Play entire message anvas area UREE Otherwise be gt Transfer Call A e Assisted Transfer A Notify Pager amp Send E mail pp Send Fax LR Receive Fax Fax on demand Standard Advanced Database gt f Ready Connected as System NUM A The Service Editor consists of a standard Menu Bar and Toolbar a Tool Palette of Elements and a Canvas area You design a service on the canvas using a combination of elements that you choose from the tool palette The Menu Bar contains the File Edit View Tools and Help menus Use these menus to manage the service design The Toolbar contains visual shortcuts to the most frequently used menu items Hold the pointer over a button to show the tool tips 100 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Using the Service Editor The Tool Palette contains all available elements It ha
17. equipment such as PBXs Authorizations give some users access to the profiles of other users for management purposes Likewise users can have access to any number of other users provided they have been granted authorization to do so Users can have any number of identities on the system such as an extension number Through the user profile users can manage the identities that are associated with their profile The UC Server is integrated with Active Directory For more information about the UC Server refer to the ADTRAN website at http F kb adtran com Here you will find reference materials a quick reference card and SIP phone user guides 8 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Conventions Conventions Document conventions Text Bold font is used to indicate important input data and keywords Shortcut menus Steps for procedures generally instruct readers to use shortcut menus although commands can also be made using menus and toolbar buttons To obtain a shortcut menu right click the icon or folder you want to access then select the command you want Voice recording conventions Computer audio card device x Telephone handset device saved and the last device that you selected is automatically used La You can select the icon of the audio device when you play or record The settings are Record button Stop button Play button p
18. sales or support A support agent who is ready to answer calls can log into the call queue and receive support calls in a specified order for example in order of arrival or priority Calls are distributed to the most idle agent If an agent is logged in the caller hears an introductory queue greeting If no agents are logged in the caller is directed to the overflow destination The overflow destination then provides an additional greeting If callers know the queue number they can dial directly into a queue Logging in and out of a queue Agents can log in or log out of a queue Agents who log in to a queue receive calls that are directed to that queue ore The maximum number of agents that can log in to a queue at the same time is 64 To subscribe to a queue 1 Dial 81 lt QueueNumber gt Ensure that you enter the correct queue number 2 Hang up To avoid errors when entering queue numbers use speed dial to login and out of queues without errors To unsubscribe from a queue 1 Dial 82 lt QueueNumber gt 2 Hang up To present a call to the queue 1 Dial 80 lt QueueNumber gt 2 Hang up ore Contact your system administrator to obtain the queue number for your queue Temporarily stop accepting queued calls If you are logged into a queue to accept incoming queued calls there may be times when you wish to temporarily stop accepting queued calls without logging out of the queue You can manu
19. z No rows fetched SA FRE Filter Value Grave fre gt Sort Options To specify a data source for an element 1 Select the arrow in the Source section of the element Select the Data Source that you want from the list 2 3 Select the Filter Field that you want from the list 4 Select the comparison mode that you want In the example above Less Than Equal was selected Lu If you select Between A and C for example then the values A and C are included Select the value type that you want For example Database values Gather Digits values or System values Lu You can also type a filter value manually in the filter value box 6 Select a specific value from the value types list The values that are available depend on the data source the other elements that precede ore the element in the call flow for example a Gather Digits element and the values that you have set up for your system 160 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Accessing Data using Database Service Elements 7 Select a sort mode and enable Descending if you wish the results to be sorted in a descending order When you choose a System Value in an element of a service the information is taken from the current call and from within your system and used for example to fetch a value for a Fetch Data element Table 12 1 System values Name Description Example Format Today
20. 1 Double click a fax message Select on the Save as PDF icon in the fax control In the file name box type a name for the message In the Save in list choose a location where you want to save the file Fe e Pe Select Save Synchronizing your password with Lotus Notes If you do not receive voice or fax messages or are unable to access your mailbox you might have to synchronize your password with Lotus Notes Lotus Notes uses two different internal passwords Lotus Notes and Internet password The Lotus Notes password is used exclusively with the Lotus Notes client The Internet password is for all other login authentications using Internet protocols including Web access POP and IMAP4 Changing your Lotus Notes password does not automatically change the Internet password When creating a Lotus Notes user there is an option to synchronize the Internet password with Lotus Notes The synchronization occurs only when the user is created otherwise the passwords must be individually managed To change your IMAP4 password in the UC Server 1 Launch the NetVanta UC client Log in with the Lotus Notes user name and telephone password 2 3 Select Tools gt Options 4 Select the External Systems tab 50 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Managing Messages in the Mailboxes Menu in the NetVanta UC client 5 Make sure that the information in the IMAP mailbox management section is corre
21. BAX Mila leu alo mle RAR TANZ Ready Connected as Sharon Doe Position 0 00 007 Selection 0 00 007 to 0 01 199 gt If you do not select part of the waveform the changes that you make affect the entire waveform 8 Select play to review the selected portion of the announcement After you select part of an announcement the audio commands apply only to the selected part 9 Select Erase on the toolbar of the Audio Editor to delete the selection 10 Select File gt Update 150 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Recording Announcements To add to an announcement l Select the announcement folder that contains the announcement that you want to add to The announcements contained in the folder are listed in the content pane Double click the announcement that you want to add to The Audio Editor displays the announcement as a waveform x File Edit View Command Process PlayBack Tools Help al ieexmtima lrnmimmieleaeltan ZA Text area 2 El Ready Connected as Sharon Doe Position 0 00 000 Selection 0 00 000 to 0 00 007 gt o In the text area of the Audio Editor you can type the additional text that you want to add to your recording This is useful for eliminating pauses when you are recording Select View gt Zoom to Fit AIl Select the audio playback mode that you want On the toolbar select play The annou
22. Ce Sent 4 21 2006 9 24 05 AM Subject Voice message from Jeff 2271 Sliding volume control Tee ES ES RD ES AUS os CN Eostin Attachment name Message wav Date Time Received 4 21 2006 3 24 01 AM Caller ID Name Jeff Caller ID Number 2271 Called ID Name _ Connection F Not connected A state 40 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Managing Messages in Microsoft Outlook 2 Select the icon of the speaker that you want to use x The icon that you select is enclosed by a dotted line 3 Select play Use the other audio commands to manage the playback Skip Stop Backwards Skip 4 Forwards Move to End Move to Beginning Managing voice messages You can manage voice messages from your Outlook inbox or from a voice message window that you open When you connect to the server to retrieve messages the message waiting light turns off depending on how it is configured by the system administrator The following instructions apply to both means of management Unless otherwise stated they assume that you have opened a voice message and that it is displayed in a voice message window When you are managing voice messages from your Outlook inbox you need to select a voice message before following the steps To print text or an annotation associated with a voice message 1 Select File gt Print 2 Change the p
23. OK 10 Select play to listen to the edited greeting 11 Select File gt Exit to close the Audio Editor and update the greeting 24 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Customizing your Mailbox using your Computer 12 Select Yes to update the greeting and return to the Greeting Management pane Lu The maximum length of a recorded greeting is 15 minutes Selecting greetings For each greeting type you can specify a greeting from a list of possible greetings If you select none for a greeting type the system plays the default greeting To specify a greeting 1 On the Greeting Management content pane select one of the following greeting types e External greeting Internal greeting by default it is the same as the external greeting e Mailbox identifier it can be only on or off there are no other greetings available in the list e Out of office greeting if you specify an out of office greeting the external and internal greetings are unavailable 2 Select a greeting from the list Lu You cannot select a greeting if there is no audio recorded for it Recording one time messages The One time Messages feature allows you to record a message intended for a specific caller The caller s name and telephone number are recorded in the Contacts list that you maintain in Outlook You need caller ID to be able to use this feature You can change or remove a one time messa
24. Play status message mode is enabled by default The status message pre empts the user s greeting message and cannot be interrupted Make sure the Play status message mode is also enabled on a Play Announcement element if required Deliver Messages element The Deliver Messages element sends voice and fax messages from a selected mailbox to the phone numbers that you specify Called Extension refers to the identity originally called Selected Extension refers to the identity selected in the last successful Select Extension element in the service If there was none or the last one failed it defaults to be the same as the Called Extension The UC server calls the sequence of numbers in the order that you specify until the call is answered The call recipient must enter the password associated with the selected mailbox to retrieve messages over the phone You can limit deliveries to new messages or allow full mailbox management Specify call numbers by using the telephone icon or use the Value Selector For more information refer to Selecting values within elements using the value selector on page 108 For information about contact address book synchronization refer to Synchronizing contacts on page 108 118 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Using Standard Elements You do not need to specify the mailbox from which messages are sent Your system administrator does this so that messages for your
25. Press 2 to re record the message Follow the prompts e Press 3 to listen to the message When you are satisfied with the message press 1 to keep it e Press to cancel 5 To enter recipients do one of the following e Enter the extension or phone number followed by e Press 1 to send to a name Enter the name followed by e You are asked to press 1 to confirm the selection or to press to cancel selection 34 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Sending Messages from your Mailbox 6 Ifyou want to send the same message to more than one mailbox press 1 to enter another recipient s phone number 7 Ifyou want to send the message press 2 8 After the delivery confirmation the end of message options play To forward a message by email from your mailbox 1 Access your mailbox using a telephone 2 Listen to the message that you want to forward and then press 3 3 Do one of the following e Press 1 to record an annotation to the message e Press 2 to skip the recording 4 Torecord an annotation select one of the following Post recording options on page 33 e Press 1 to keep the message e Press 2 to re record the message Follow the prompts e Press 3 to listen to the message When you are satisfied with the message press 1 to keep it e Press to cancel 5 To enter recipients do one of the following e Enter the extension or phone number followed by e Press 1
26. Printer You can also change user profiles to send a fax from another user or to save a fax to another user s profile To send a fax document from another application 1 Open the document that you want to send as a fax 2 Select File gt Print to open the Print dialog box loj xl ARTE g Normal Times NewFomer w 12 B Z u C 7 p 1212 Main Street inti Raney Smith Printing Inc Middle Town ON J85 2P2 Phone 613 555 1212 Fax 613 555 1213 Fax Pine To Jonathan Smith Vies OU Phi Comment Send Faxes using Callattenderk Fax 613 555 1234 Phone 613 555 4321 Subject Data sheets Notes Please fax the data sheets as soon as possible Thank you sjaja zli Page Sci m kr ins oa rece er RA 3 From the printer name list select the ADTRAN Fax Printer and select OK 4 Ifyou are prompted enter the user name and password for the user from which you want to send the fax and select OK 68 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Sending Faxes 5 Inthe UC client fax printer dialog box select one of the following Send now sends the fax now after having made your fax selections e Save to file allows you to save the file as a fax to send later sending or saving a fax on page 70 e To change the user from which you want to send the fax re
27. Recording Announcements To delete part of an announcement 1 Select the announcements folder that contains the announcement part you want to delete The announcements contained in the folder are listed in the content pane a Announcements Folder 2 Double click the announcement that contains the part you want to delete The Audio Editor displays the announcement as a waveform After The Tone wav UC Client Audio Editor loj x File Edit View Command Process PlayBack Tools Help Bo x BOX Mem lh alo mie RAR GNN e i Ready Connected as Sharon Doe Position 0 00 000 Selection 0 00 000 to 0 00 007 7 3 Select View gt Zoom to Fit All 4 Make sure that the audio device you want is selected 5 On the toolbar select play Listen to the announcement once or twice to pinpoint the portion of the waveform that you want to delete 6 Select stop on the toolbar to stop playback before the part that you want to delete Note the marker s position in the Position indicator at the bottom of the menu Position 0 00 000 Position Indicator 619510003 1A Copyright 2009 ADTRAN Inc 149 Recording Announcements Enterprise Communications Server 7 Select the waveform where you want to begin deleting and drag to select the portion of the announcement that you want to delete After The Tone wav UC Client Audio Editor 2 10 x File Edit View Command Process PlayBack Tools Help Bo
28. Selected Extension is identical to the value of the Called Extension If you select the Database value option then be sure to include a database element such as the Fetch Data Dial for Data Move Current Row or Prompt for Current Row elements that indexes the Data Source value that you wish to use to verify the password The database element must occur before the Verify Password element in the call flow so that you can reference it in the Verify Password element s Data Source selector Data Sources cannot be referenced directly so you must reference a filtered Data Source created by one of the database elements referenced above Ensure that the Data Source value that you use is a Number data type since only Data Source values that have this type can be selected The Otherwise connector pin is followed when The password does not match the selection criteria after three sequential attempts or The caller has not entered any digits after three sequential attempts You can set up the next element in the call flow depending on whether a caller enters a valid extension number or cancels the attempt 138 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Using Advanced Elements Loop Counter element ay Loop Counter 1 2 Repeat up to 3 times When finished Loop Counter element The Loop Counter element allows you to limit the number of times the call flow makes a connecti
29. a Menu element on page 114 Callers are instructed using a Play Announcement element on page 112 that they can press a key on the telephone dialpad to send a fax For example If you would like to send a fax please press 5 and then press the Send button on your fax machine When the Receive Fax element is used in a dedicated fax service it is typically the first element in the service and it can be combined with other elements to create a custom fax service such as saving the fax to a database or receiving notifications of the received fax Using the Receive Fax service The Receive Fax service is a particular type of service that has additional requirements beyond regular service requirements If you are using the same identity to receive both voice and fax messages then you may want to use the Receive Fax element to create a specific Receive Fax service for example to send a notification to a pager a phone number or an email address to notify you that you ve received a fax Your system administrator may have created a Receive Fax service for all users available in the Services Shared folder If a shared Receive Fax service is available then you do not need to create your own service unless you want to create a custom service If you do not have a shared Receive Fax service available or if you want a custom service then you can create your own custom Receive Fax service Requirements for using a Receive Fax service on a shared voi
30. a fax listed in the fax queue 1 Select the Queue folder Faxes scheduled for transmission are listed in the content pane You can reschedule a fax only if it is in waiting status Qi Queue 2 Right click the fax that you want to forward and select Forward to open the Recipients dialog box 3 Select Addresses to select a recipient from your Outlook contacts list Otherwise type the name and fax number of the recipient to whom you want to forward the fax Lu When you forward a fax document it appears as a new entry in the fax queue 4 Select Add to list 5 Select Next until the Finished menu appears 6 Select Finished To suspend transmission of a fax listed in the fax queue 1 Select the Queue folder Faxes scheduled for transmission are listed in the content pane You can suspend a fax only if it is in waiting status 2 Right click the fax whose transmission you want to suspend indefinitely and select Suspend The fax transmission is suspended indefinitely View this information in the status field To resume transmission of a fax that had been suspended 1 Select the Queue folder Faxes scheduled for transmission are listed in the content pane 2 Right click the fax whose transmission you want to resume and select Resume The fax transmission is resumed View this information in the status field 619510003 1A Copyright 2009 ADTRAN Inc 79 Sending Faxes Enterprise Communications Server To delete a f
31. accept the notifications first 4 Ifyou enabled Entries created before a specific date type the date in the text box 5 Select OK To archive a log 1 Right click anywhere in the content pane 2 Select Archive log 3 Select one of the following e Everything e Entries created before today e Entries created before the beginning of the month e Entries created before a specific date You must accept the notifications first or If there are unacknowledged errors or warnings you cannot archive or clear log items 4 Ifyou enabled Entries created before a specific date type the date in the text box The new archive is put in the navigation pane as a log with a default title based on the current date E 20020701_0 Log archive 5 Select OK To rename a log archive 1 Select the archive that you want to rename 2 Select Edit gt Rename 3 Type a new name for the archive 619510003 1A Copyright 2009 ADTRAN Inc 189 Using the NetVanta UC Server Logs Enterprise Communications Server To delete a log archive l Select the archive that you want to delete 2 Select Edit gt Delete 3 Select Yes to confirm the deletion To export a call log using the Import Export wizard 1 Pe oS Select File gt Import Export Wizard and then select Next Select Export Activity Report and then select Next Select the types of logs that you want to export and then select Next Enable eithe
32. ak Bee See es cael ae cat ae 93 Creating Custom Call Answering Services 95 OV VIeW Er dne Ad ENEE aw oe Ga Ae cake aed Be A cee Ce wee ane cee 95 Managing ServiCe occa be 228 ann ane de ae ode di td tek aa eA 2 TAN ee ee a ee 96 Using the Service Editor 2 2 RRE TECE PAEA ee eee eee 100 Working with Elements to Build a Service 102 Customizing Services using Parameters 104 Validating Services 0 2 oe eee eee eee eee 105 Troubleshooting Services 106 619510003 1A Copyright 2009 ADTRAN Inc Enterprise Communications Server 10 Using Elements to Create Call Answering Services 107 OVCIVIOW Sante Seat ection based T a ota Se Re RE Race whieh Ar A 107 Using Standard Elements 111 Using Advanced Elements 130 11 Using Announcements in Call Answering Services 143 OVBEFVISW E E i eal Rae hae Da AA dg Sa ee E er oe ee 143 Using Prerecorded Announcements 143 Recording Announcements 145 Managing Announcements 153 12 Using Databases in Call Answering Services
33. and text style commands from the toolbar to change the font and style of the cover page as described above Alternatively you can use the menu commands Format gt Font which also allow you to change the script and preview the font that you choose To change label content 1 Select the label content that you want to change 2 Type the changes to the label content You can change label content but you cannot change associated field content from within the Fax Cover Page Editor To change field content related to a specific fax Fe transmission you need to do so from the fax queue Select the fax that you want to change and right click to get a shortcut menu Using the tool palette to customize fax cover pages The tools available on the tool palette of the Fax Cover Page Editor can be divided into two groups the Text and Drawing group and the Alignment group 84 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Sending Faxes The tools in the Text and Drawing group allow you to draw shapes and insert text or bitmaps on the canvas The drawing tools can be selected only from the tool palette They allow you to select use shapes and zoom in on the canvas as you work on your design Selector N Lock selector EN a Zoom in Ce Zoom out Zoom full page Text abl Line N Rectangle Ellipse Po Insert bitmap ii _ Gridlines When it is enabled the Lock selector
34. and they want the UC server to recognize these changes without having to shut down and restart the UC client the user can force a contact synchronization by using the Tools gt Synchronize contacts menu mode To synchronize contacts from a user s computer to the NetVanta UC Server Select the Tools menu gt Synchronize contacts Selecting values within elements using the value selector Use the Value Selector feature which is available on some elements to specify the following types of values Literal values For example a number or piece of text References to data files For example a fax announcement or greeting References to database values References that have been fetched from a database System values For example caller ID Strings of digits Gathered by a Gather Digits element For example the Play Announcement element allows you to play a dynamic value announcement 108 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Overview greeting or temporary recording to a caller that encounters the element in a service Phy fcrouncement 1 Hiter The Tone Male Voice gt CaKennot eConnected nt ClosedforNewYears ClosedforTharksgiving Enter extension Please Call Again Please Stat Your Message PheaseEnterMaiboxtiarber Press 1 to Leave Message Press 2 for Business Hours Press 3 for Directions Press 4 for Prodxct Info The values that are available using the Value Sele
35. caller moves successfully through the Send Email element For example you could have an email sent to your personal email address when a caller leaves a voice message for you after hours or when you receive a fax You can specify the type of message that you want to send and the address where you want to send it including multiple email addresses You can also send attachments with the email notification For example you could attach a fax of a property listing or audio describing a property or some other type of fax or audio specific to your particular business Selecting a Custom notification allows you to type or select information that you want to include in the notification You can combine typed text and selected values in the Subject and Body sections of the element In the call flow the text and values are linked together From the Attach field you can also select attachments to send with the notification such as announcements greetings temporary recordings faxes or database values for example audio or fax Temporary recordings are created using the Record Announcement element Using the Send Email element with a temporary recording can be used as a form filling application such as requesting quotes or answering general customer service questions and so on For more information on temporary recordings refer to Allowing callers to make temporary recordings within a service on page 109 To specify the NetVanta UC Server to send a
36. extension after they leave a message or dial the operator A caller that accidentally ends up in the wrong voicemail or decides they want to call someone else instead can skip out of a greeting After leaving a message a caller can go to another extension and leave a message for another user without having to hang up and redial the system 619510003 1A Copyright 2009 ADTRAN Inc 37 Caller Options Enterprise Communications Server To bypass a greeting Press while listening to a greeting If the out of office greeting is enabled the caller must listen to the initial system status Lu message before pressing the key The caller cannot press any key until the greeting has played The user at this extension is out of the office To skip out from a greeting Press while listening to a greeting The caller hears the following If you wish to be transferred to an extension please dial the extension number now If you are not sure of the extension number but know the name press now Press to manage you mailbox This feature depends on how the system is configured The administrator can change the Lu key access skip out option and whether it is enabled To skip out to another extension after leaving a message 1 After you record a message press to send a message 2 Choose an option from the End of message menu on page 33 The caller hears the following You may hang up now or if you wish to be t
37. extension are stored in your mailbox and delivered from there To specify phone numbers for the Deliver Messages element Mailbox Caled Extension Deliver Messages element 1 Select the telephone icon 2 Inthe Enter Phone Number dialog box type a phone number in the Telephone number box New Wor You can also enter a phone number by right clicking inside the Call box and selecting 3 Ifyou want to specify an account code enable the Use account code check box and type an account code in the box 4 Select OK The target number appears in the Call Number s list The UC server calls the target number when it attempts to deliver messages 5 Repeat steps 1 to 3 to add more target numbers to the list The UC server calls each number in the list according to the order you specify until the call is answered Wor Refer to Selecting values within elements using the value selector on page 108 to select a dynamic value for the element To change the sequence of target phone numbers listed for Deliver Messages 1 Select the number whose ranking you want to change 2 Select an arrow to move the number up or down in the list ae Up and down arrows 619510003 1A Copyright 2009 ADTRAN Inc 119 Using Standard Elements Enterprise Communications Server To delete a target phone number from the list for Deliver Messages 1 Select the telephone number that you want to delete 2 Select the tra
38. file plays a sound when a new message arrives 4 Select OK played in order from oldest to newest or Regardless of the options that are selected messages accessed by LMS users are always To change the new LMS message notification sound 1 Select Tools gt Options Select the Integrated Messaging tab Make sure that the Play wave file check box is enabled Select the Browse button and select the wave file that you want Select Open to select the wave file Select play to hear the wave file ao amp YS Select OK 180 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Compressing Voice Messages To change the IMAP user password 1 Select Tools gt Options Select the External Systems tab In the IMAP mailbox management section select the Password button In the Re enter box retype the new password 2 3 4 Inthe Password box type the new password 5 6 Select OK 7 In the Options dialog box select OK configured on the Lotus Notes Server La The IMAP user password must match the Lotus Notes user Internet password Compressing Voice Messages The voice message compression level determines how incoming voice messages greetings and announcements are recorded and stored Compression affects the size and quality of voice messages e Increasing the compression level lowers the audio quality and the file size e Decreasing the compression level improves the
39. from another telephone typically within earshot to your own telephone to answer To use ringing call pick up you must know the extension of the phone that is ringing This feature also allows for night bell support Many small companies have an audible bell that rings after business hours Night bell support can also allow employees to contact security after hours This feature can allow employees for example on manufacturing floors who are not stationed at a particular desk to 619510003 1A Copyright 2009 ADTRAN Inc 63 Using SIP Phones Enterprise Communications Server answer any telephone To use ringing call pick up your phone must be configured to receive incoming calls Lu Make sure that such features as call forwarding and do not disturb are not enabled on the phone To answer a call on another user s phone 1 When you hear a phone that you want to answer dial 78 lt Extension gt Make sure that you dial on your own phone 78 plus the extension of the phone that is ringing 2 Ifthe phone has stopped ringing by the time you dial the 78 code the system prompts you to enter your pickup ID valid pickup ID and asks you to enter a valid pickup ID or If the pickup ID that you enter is invalid the system prompts you with That is not a Changing phones during a call Using connected call pickup you can seamlessly transfer calls from one device to another such as from a cell phone to yo
40. instructions Receiving Faxes There are different methods of receiving incoming faxes The default behavior for incoming faxes is that the UC server detects the tone that signals a fax the UC server receives the fax and then stores it in a general mailbox Using email an office administrator can then distribute received faxes to user mailboxes No configuration is required for this method to work however no notifications are sent to the user that they have a received a fax e A company can have a corporate fax attendant identity using a direct inward dial DID number which receives all incoming faxes e A user can have a shared voice and fax number using the same identity A shared voice and fax number is not recommended for high numbers of incoming fax Lu calls If an incoming fax call is answered at the user 5 extension the user will have difficulties transferring the call into their service Incoming faxes are received and viewed through a user s mailbox for example through Microsoft Outlook Microsoft Exchange Lotus Notes or through an Integrated messaging client a Mailboxes navigation bar on the user s UC client or IMAP4 619510003 1A Copyright 2009 ADTRAN Inc 91 Receiving Faxes Enterprise Communications Server Notifying users of an incoming fax on a shared voice and fax identity Personal Business Assistant PBA users can have an identity specifically dedicated to receiving faxes using a d
41. item and then select the Change destination button Select Next to transfer the items Select Next when the wizard is done Select Finish To export an item 1 In the Select task to perform box select Export to the File System and then select Next 2 Select the directory where the items that you want to export are located and then select Next 3 Select all the items that you want to export and then select Next Make sure that the box next to the item has a check mark in it before you proceed 4 Select Finish when the wizard is finished exporting the items 174 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Setting Options 14 Setting Options This chapter explains how to set various options Options fall under the following categories Setting General Options on page 175 e Setting Message Delivery Options on page 176 e Customizing your Mailbox on page 178 Setting Integrated Messaging Options on page 180 e Compressing Voice Messages on page 181 or For more information on setting mailbox options refer to Customizing your Mailbox on page 15 Setting General Options If you are a local message store user you are prompted to enter your mailbox number name or password each time you log in You can enable the automatic login option if you do not want to enter your information each time you log in Your user profile has a time zone setting that indicates in which time zone
42. licensed for database integration If you are not licensed for database integration then the Database tab of elements is not visible Database elements rely on database integration to provide data to callers during a service Database integration allows services to be dynamic and data driven F Fetch Date gt Dial for Data x Add Dets m Delete Data T Update Data Move Current Row Prompt for Curent Row Stan Adva Data The Database elements tab is shown above A brief description is provided for each element available to the Administrator Table 12 2 Database elements Fetch Data element on page 164 This accesses the specified data source and fetches the required data Dial for Data element on page 165 This accesses the specified data source and fetches the data specified by the caller Add Data element on page 167 This allows a caller to add data to a specified data source Delete Data element on page 168 This allows a caller to delete data from a specified data source Update Data element on page 169 This updates the data contained in a specified data source Move Current Row element on page 170 This allows callers to modify which row is the current row in a multi row set retrieved by either the Fetch Data or Dial for Data elements Prompt for Current Row element on page 171 Using a series of prompts this allows callers to use the keypad to
43. manage the following mailbox items e Recording and selecting greetings e Changing your password e Changing message information e Changing the message summary e Changing the notification option e Changing message sorting options e Managing distribution lists You can perform mailbox management using a remote telephone or your workplace extension For information about accessing your mailbox using a telephone refer to Accessing your Mailbox using your Telephone on page 31 When calling from your extension enter the access number set up by your network administrator This is not the same number as the system defined key that you use when performing remote mailbox management You can obtain the access number from your system administrator After you enter the access number you are prompted to enter your password The following management tasks assume that you are accessing the system from your workplace extension Recording and selecting greetings Using your telephone you can record and listen to greetings and select a type of greeting to play to callers 619510003 1A Copyright 2009 ADTRAN Inc 15 Customizing your Mailbox using your Telephone Enterprise Communications Server You cannot select a greeting unless it has an audio recording If you try to select a greeting without a recording you are prompted to record one Disabling a greeting does not delete it You can enable a greeting at any time Recording a new greeti
44. open the Fax Cover Page Editor right click anywhere in the content pane select New in the shortcut menu and select Fax Cover Page Alternatively to open an existing fax cover page select a fax cover page right click and select Open 3 Inthe content pane double click the icon of the new cover page FaxCoverPage 1 fcp UC Client Fax Cover Page Editor Menu bar t le Edit View Insert Format Layout Help Toolbar g Ba AralBlack JE J e rul 8w A A ala Tool palette p m zZ Canvas area ia FH S BIO A lt 4 i zi Status bar ready Connected as System 770 574 Num 4 The Fax Cover Page Editor consists of a standard Menu bar and Toolbar a Tool palette Canvas area and Status bar You design your cover page on the canvas using the tools from the tool palette together with the 619510003 1A Copyright 2009 ADTRAN Inc 81 Sending Faxes Enterprise Communications Server toolbar and menu commands The Menu bar contains the File Edit View Insert Format Layout and Help menus The Toolbar contains shortcuts to the most frequently used menu items Hold the pointer over a button to show the tooltips The Tool palette contains tools for drawing editing and organizing your cover pages The Canvas is the design area This is where you customize your cover page The Status bar shows the pointer s status For example if you hold
45. other condition exists such as an inability to access a Data Source such as an external database or internal User Data Table then the call exits the Otherwise connector pin Sorting data rows A Fetch Data element can retrieve more than one row depending on the number of rows in the source and your filter conditions When one or more rows are fetched a reference to a field by another element is always a reference to the field s value in the current row in the set of rows fetched The Move Current Row and Prompt for Current Row elements can be used to change which row is current Immediately after a Fetch Data or Dial for Data element is executed the current row is the first row e When only one row is fetched the first row is the single row that was fetched e When multiple rows are fetched which row is first depends on whether a sort order was defined by the Administrator If no sort order was defined then the order of the rows is determined by the data source and you should not make any assumptions about the order If a sort order is defined the first row is the first row in the sort order specified However if the sort field contains duplicate values the order of rows with the same sort 164 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Using Database Elements value is determined by the data source and you should not make any assumptions about the order For example assume that you have
46. prompted then enter the user name and password for the user from which you want to send the fax and select OK 5 Ifthe Server dialog box opens then select UC Server from the list enable the Save server as default check box and select OK to open the UC client Fax Printer dialog box 6 Enable the Save to file button 7 Select the Browse button to open the Select Fax Name dialog box Es Browse Button 8 Inthe text box type a name for the file and then select Select 9 On the Fax Printer dialog box select OK The fax document is saved in your fax documents folder Changing users when sending a fax or saving a fax to send later When you send a fax from another application or when you save a document as a fax to send later you can change the user that you want to send or save the fax from This is useful if a user has several mailboxes or as part of the Fax on demand element If you are faxing from another application or saving a document as a fax then from the Print dialog once you have selected the ADTRAN Fax Printer and selected Print then you are presented with the UC client Fax Printer dialog UC Client Fax Printer x A T Select an option below and click the OK button Ti Send now C Save to file Faxi To change users when sending or saving a fax 1 From the UC client Fax Printer dialog box select the Change user button ba Change user button 2 Type the user name and password
47. select the greeting that you want to delete 2 Select the trash button to delete the greeting 3 Select Yes to confirm the deletion Re recording and deleting greetings using the Audio Editor For more information about using the Audio Editor for advanced management of audio greetings refer to Using Announcements in Call Answering Services on page 143 To re record a greeting using the Audio Editor 1 From the Available Greetings list select the greeting that you want to re record 2 Make sure that the audio device you want is selected x 3 Select the advanced button to open the Audio Editor E Advanced button In the text area of the Audio Editor you can type the greeting that you want to record This is useful to eliminate pauses when you are recording 4 Select record to open the Record Audio box 5 From the Insert new audio list select a position on the waveform At the current position records from the marker s position on the waveform from the beginning if you did not make a selection e At the beginning records from the beginning __ At the end records from the end of the current greeting e Replace all replaces the current greeting with the new greeting Select record and record the greeting Select stop when you are finished recording Select OK eo P es Select play to listen to the re recorded greeting 10 Select File gt Exit to close the Audio Editor and update the g
48. select which row becomes the current row 619510003 1A Copyright 2009 ADTRAN Inc 163 Using Database Elements Enterprise Communications Server Fetch Data element The Fetch Data element allows you to specify a data source using the Data Source Selector and query the data source so that the UC server fetches the data that you want Use a second Fetch Data element to further filter or sort the results of the first a third to further filter or sort the results of the second and so on For example a real estate service is set up to access a database of real estate listings A Fetch Data element is specified to fetch all rows that match a certain price range If several rows are fetched that match that criterion the call moves through the Many rows fetched connector pin to another Fetch Data element that further searches those listings and fetches rows based on the number of bedrooms until it finds the single listing that matches all criteria Fetch Data results Fetch Data 1 2 Source One row fetched Many rows fetched No rows fetched Otherwise Fetch Data element e Ifthe Fetch Data element fetches one row the call exits from the One row fetched connector pin Ifthe Fetch Data element fetches more than one row then the call exits from the Many rows fetched connector pin e Ifno rows of data are fetched then the call exits the No rows fetched connector pin e Ifany
49. separate number in your contacts list press 3 and enter the first few digits of the person s last name To call back in response to an email message 1 Access your mailbox using a telephone Listen to the email message Press 8 to call back in response to an email message JS ah If the sender s email address is in your contacts list press 2 to call back the sender at any of the numbers listed Searching your contacts list From your mailbox you can transfer to a telephone number search your contacts for a number to transfer to or search for information such as address email addresses or telephone numbers about your personal contacts To search your contacts 1 Access your mailbox using a telephone From the Main Menu press 5 If you want to transfer to a telephone number enter the number gs 202 AES If you want to search your contacts list do either of the following e Press 1 to search your contacts and transfer to a contact on your list e Press 2 to search your contacts and retrieve information about a contact on your list or The type of information that you can retrieve includes the address telephone number or email address for a contact if already specified in the contact fields Caller Options Callers that dial into the system have several options While callers are listening to user greetings or leaving messages they can bypass a greeting skip out of a greeting skip out to another
50. status message Add Menu Item Select the Help button to access the appropriate help page The Connector Pin on the element is used to make a connection to the next element in the call flow An element might have more than one connector pin depending on its function If you do not connect at least one pin to another element the call is terminated 619510003 1A Copyright 2009 ADTRAN Inc 101 Working with Elements to Build a Service Enterprise Communications Server Working with Elements to Build a Service To build a call flow for mcoming calls you need to create a service and then open the Service Editor To begin the call flow drag elements one by one from the tool palette and link them using the connector pins Repeat this procedure with as many elements as you need until the service is complete To create a service 1 Open the Services menu 2 Right click anywhere in the content pane 3 Select New gt Service to add a new service to the list in the content pane The service icon denotes the new service and the default name is Service 6 Service icon 4 Type a name for the service If you are unable to type the name right click the service and then select Rename Type the new name and then select the icon next to the service name to make the change To initiate a call flow for a new service 1 Double click the new service to start the Service Editor 2 Drag an element from the tool pal
51. the toolbar to delete the element from the canvas or press the Delete key Creating loop back links A loop back link returns a call to a preceding element in the call flow Loop back links are useful for repeating a set of menu options or for restating instructions to a caller who has failed to make a selection on the phone keypad following a prompt To create a loop back link 1 Select the connector pin and drag to the element icon that you want to loop back to Add Too many attempts 2 Release the mouse to create the loop back link 3 Point to the connector link The loop back path is highlighted in red Play AR Menu amp Announcement 2 a Play E MERA PR ej j a Called Extension gt Ci TrunkGreeting P Play status message Allow dial by E Stop when key pressed Play entire message a On f z S On 2 Too many attempts Loop back path Customizing Services using Parameters You can use additional parameters in order to customize services Parameters can be used in most elements that accept input such as email addresses log entries transfer numbers or database comparisons Parameters can also be used in the Equals field in the Data Source Selector For more information refer to Using the Data Source Selector on page 159 Parameters can be used with the following elements 104 Copyr
52. the waveform and make recordings Stop Skip Backwards Skip Forwards Moa o mme Record Move to End Pause Move to Play Beginning Before you delete part of an announcement or add to it you can listen to it and identify the location on the waveform where you want to make a deletion or insertion If you have selected a part of the waveform audio commands apply only to the selected portion The move and skip commands are used to position the marker within the selection 619510003 1A Copyright 2009 ADTRAN Inc 147 Recording Announcements Enterprise Communications Server View and select commands Use the view and select commands to select a portion of the audio Select None to Fit All KR es Out Select All oom In The view commands allow you to zoom in and out when you view the waveform so that your selection is as accurate as possible The select commands allow you to select and deselect the entire waveform If you do not make a selection the changes that you make apply to the whole waveform To select part of the waveform 1 Select anywhere in the waveform 2 Drag across the portion of the audio that you want to select Lu Deselect the waveform by selecting anywhere in the waveform Process commands Use the process commands to adjust the volume Decrease Volume T amp Increase a 5 eae Volume 148 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server
53. to send to a name Enter the name followed by e You are asked to press 1 to confirm the selection or to press to cancel selection To forward the email using the dial by name options the contact that you choose must have at least one valid email address 6 Ifyou want to send the same message to more than one email address press 1 to enter another recipient s phone number To send the message press 2 7 After the delivery is confirmed the end of message options play or Local message store users receive the forwarded email message as a voice message that details where it is from and plays the annotation if there is one recorded for it Replying to messages You can reply to a voice message or an email message directly from your mailbox UC Server uses the contact management software for example Outlook to reply to a message or call back the sender You can reply to a voice message that is from an internal caller If the message is from an external caller you can call back the person who left the message You can call that person back at any number that is in your contacts list You can send a voice message in reply to an email message using a wave file attachment 619510003 1A Copyright 2009 ADTRAN Inc 35 Sending Messages from your Mailbox Enterprise Communications Server If you press after you record a message you can choose from any of the end of record options listed below Table 4 5 En
54. to the message in its entirety You must use the One time Messages pane of the Assistant menu to record customized one one time messages Refer to Customizing your Mailbox on page 15 for more information about the One time Messages pane Play Announcement element Play a Announcement 1 Play Kime gt Greeting type o Stop when key pressed C Play entire message Play Announcement element The Play Announcement element plays prerecorded audio to callers including audio files stored in a database announcements greetings or temporary recordings You can select one of the prerecorded announcements included with the UC server or one that you recorded Alternatively you can record one as you build the call flow ore Make sure that there is a sound card installed on the computer that you are using 112 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Using Standard Elements Play Database Values Announcements Greetings Temporary Recordings Greeting type Supports playing audio stored in a data source The audio must first be fetched using a Fetch Data element on page 164 or a Dial for Data element on page 165 Database values come from a data source element and are not directly affected by user context Note Your system must be licensed for database integration in order to use this mode In the Service Editor if you have th
55. to update s s database with the received fax The fax will be saved instead to the default mailbox There was a problem communicating with the database defined in the Receive Fax element Check your database connection parameters and ensure that the database is available ServiceStateMachine when an element refers to a data source that no longer exists Verify the following 1 The ODBC data source if applicable is correctly configured 2 The fields in the reference data source may have been changed or deleted Verify the data source configuration The data source s referenced in the element s is unknown Accessing Documentation and Training If you want more information than what is available in this manual or in the online help then go to the ADTRAN website at http kb adtran com Here you will find training materials and a quick reference card along with SIP phone user guides Accessing Technical Support Unless there is a support contract in place please see your reseller for support information For more information on ADTRAN Technical Support refer to the ADTRAN website at www adtran com If you are contacting ADTRAN Technical Support then please ensure that you have the following information readily available e Product edition Standard SIP or CEBP e Product version e Service code The Service code is an identification number to be used when contacting ADTRAN Technical Support If you are co
56. tool allows you to use the pointer to select and insert a shape line or text on the canvas Once you have inserted the item of your choice the pointer resumes its standard function If you select and insert a shape line or text when the Selector tool is enabled the selector tool does not resume the standard pointer function once you have inserted a shape line or text The Selector tool continues to insert the drawing tool that you chose from the tool palette It does so until you select the Lock selector tool This disables the Selector tool To insert a shape 1 Select the Lock selector tool Select the shape that you want to insert Select on the canvas where you want to insert the shape and then drag down and to the right ee D Release the mouse button to create the shape To reposition a shape on the canvas 1 Select the shape to select it 2 Drag the shape to the position that you want tor You can turn on the gridlines The gridlines help you to position shapes with ease on the canvas 619510003 1A Copyright 2009 ADTRAN Inc 85 Sending Faxes Enterprise Communications Server To change the shape and size of a shape e Select a handle and drag to change the size or shape of the selected object For example you can change the shape of a circle so that it becomes an ellipse by selecting the handle as indicated and dragging to the right To delete a shape 1 Select the shape that you want t
57. two elements and then change your mind you can delete the link and reuse the element in the service To delete a link between two elements 1 Right click the connector pin linking the two elements that you want to separate 2 Select Delete link to delete the link When you delete a link between two elements the elements are no longer connected on the canvas At first glance one of the elements seems to have been deleted because it disappears from the place it occupied in the call flow The element is repositioned at the bottom left corner of the canvas From there you can connect it elsewhere in the call flow by linking it with another existing element Voice Mail N 2 Mailbox Called Extension M Play status message Add Menu Iter EX Transfer Call Ne Transfer call This number C The operator Otherwise To link existing elements 1 Select and drag from the connector pin to the icon of the element that you want to link 2 Release the mouse button to link the elements If you link an element and then decide that you no longer want to include it in the call flow you can delete the element from the canvas 619510003 1A Copyright 2009 ADTRAN Inc 103 Customizing Services using Parameters Enterprise Communications Server To delete an element from the canvas 1 Select the icon of the element that you want to delete to highlight the element AKERE Delete 2 Select Delete on
58. voicemail This is useful when accessing messages from your phone You can press the Messages button and go directly to voicemail to check your messages You might have one or several identities typically extensions assigned to your telephone The number of buttons on the phone determines the number of possible identities that can be configured on it To use the message button on a phone with one identity 4 Press the Messages button on your phone Enter your telephone Personal Identification Number PIN at the prompt to access your personal voicemail To use the message button on a phone with more than one identity 1 Press the Messages button on your phone 2 From the Line Select menu select using the telephone keypad or the arrow keys on the telephone line for which you want to review your messages Wr As long as there is a user profile associated with the identity callers are prompted for their telephone PIN 619510003 1A Copyright 2009 ADTRAN Inc 57 Using SIP Phones Enterprise Communications Server Transferring callers directly to voicemail You can transfer a caller directly to voicemail without ringing the recipient s telephone This feature is useful if a caller needs to leave a message for a user but does not need to speak to the user directly After a direct transfer the caller hears the user s personal assistant greeting and can follow the prompts accordingly To perform a blind transfer to another use
59. you are typically located The time zone setting effects the times and dates that appear on voice fax and email messages when you access your mailbox using the telephone user interface If you travel or are relocating to another site for a period of time you can change your time zone settings You can set how the message waiting light on your phone operates The message waiting light behavior can also be set by your administrator either system wide or individually and this setting may differ from your own setting The message waiting light behavior in effect corresponds to the last option set Thus if the administrator changes the system wide setting or your individual setting after you have set your message waiting light behavior then you will need to reset it in order for your settings to take effect To change the automatic login option 1 Select Tools gt Options 2 Select the General tab 3 Enable the Enable automatic login check box 4 Select OK To change your time zone setting 1 Select Tools gt Options 2 Select the General tab 619510003 1A Copyright 2009 ADTRAN Inc 175 Setting Message Delivery Options Enterprise Communications Server 3 In the Time zone section select the Time zone list 4 From the Time zone list select the time zone that you want When you run the First Time Access Wizard the time zone setting for your profile is set Lu to the time zone of the computer running the first tim
60. you can select your own park number Having the UC server select the park number is useful if you are uncertain whether a call is already parked at a particular number If more than one identity for example more than one extension number is assigned to your phone then transfer the call rather than putting the active call on hold or If a person whose call has been parked then puts the call on hold the person retrieving the parked call will hear dead air or silence until the other party resumes the call To park a call at the next available number 1 Put the active call on hold or If your phone has more than one identity assigned to it then Transfer the call instead of putting it on hold 2 Dial 99 60 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Using SIP Phones 3 Note the hold position that plays over the telephone The hold position is used by the person who answers the parked call The UC server selects the park number for the caller starting at 1 or the next available higher number 4 Press DIAL The call is removed from the hold position and put in the system park position To park a call at a selected park number 1 Put the active call on hold If your phone has more than one identity assigned to it then Transfer the call instead of Lu putting it on hold 2 Dial 99 3 Enter the number that you want to use as the park number The hold
61. 08 if you Lu want to select a dynamic value for the To email address box You can enter only one dynamic value Make sure that you enter a valid email address The UC server does not authenticate email addresses used with the Send Email element To specify a custom notification 1 From the Send list select Custom 2 Inthe To email address box type the email address where you want the notification sent Use a semicolon to separate multiple email addresses 3 In the Subject box type a subject for the email or use the Value Selector to select a value 4 Inthe Body box type the body of the email or use the Value Selector to select a value Refer to Selecting values within elements using the value selector on page 108 to select a Lu dynamic value for the To email address Subject Body or Attach text box You can enter only one dynamic value 5 Inthe Attach field select a database value audio or fax fax announcement greeting or temporary recording Send Fax element The Send Fax element allows you to send a list of faxes to a specified fax number gt Latest Fax in Mailbox To amp M include cover page From Called Extension Send Fax element You can enter the fax number to which you want to send a fax message A cover page can accompany your fax message and you can select the fax documents to include in the list You can choose to send a list of faxes the latest fa
62. 09 ADTRAN Inc 619510003 1A Enterprise Communications Server Using Database Elements e The fourth element is the Move current row element which moves the current row to the next row e Ifthere is another row the service loops back to the TTS element which now uses the value from this row e Ifno more rows are available the Move current row element exits through the No more rows connector pin Text To Speech die Play a oy j qa pele eed 2 Play Text to say Pil ie Ke oS The address and price Dreh Data 1 4ddress For property 3 Fetch M Data 1 Property ID S s as follows Stop when key pressed Play entire message 2 Move Curent Row Source element Fetch Data 1 Move currerk row to the next row No more rows Stop when key pressed C Play entire message Otherwise Prompt for Current Row element The Prompt for Current Row element prompts callers to select a specific row from multiple rows fetched by a Fetch Data element on page 164 or Dial for Data element on page 165 Callers press keys on the keypad in response to prompts such as For press 1 for press 2 Callers select a specific item which becomes the current row Proenpt for amp J Currerk Row 1 2 Source elemert Prompt for Current Row element The Source element for a Prompt for Current Row element allows you to select a Fetch Data or Dial for Da
63. 1 Accessing your Mailbox using your Telephone 31 Listening to Messages Remotely 31 Sending Messages from your Mailbox 33 Galler OPTIONS 2 cca ca cue tena cok de Re ae baie es Sed wale Pe danse lias are sas 37 Managing Messages using your Computer 39 OVERVICWs Si sare an tak ci AN Tk Sens Sere a nn SE en CAN de MAC ee PA ue 39 Managing Messages in Microsoft Outlook 39 Managing Messages in Lotus Notes 45 Managing Messages in the Mailboxes Menu in the NetVanta UC client 51 Using SIP Telephones sc ie oe ee Re A tee be eh ee ed een 55 OVERVIOW suite EN Nc NE sales net can an al NOE A RON ES A A Nee Be dns 55 Customizing your Phone 55 Using SIPs PRONGS i ve howe tg es tes MAMAN IE EL tk NIE EE At OE LEE PA en 57 FAXING iit AM hes etd dl AN tee nat Bid Shek ON oi nih dk A Rite teh a dl AN ate at Bie hth ba Ia A i 67 OVGNWIOW Ss aa aient ieee tea oe eee Ake ee OER ER eee te oat ane 67 Sending Faxes ese ke erent Awe hada A das REE Ba Aenea he 68 Receiving Faxes sis renan as Auda anaes AERE 2g Fo a GG OE ORE Ree Seeks 91 Creating Distribution Lists 93 OVeNWIOW nn cae ould chs NATAT EATE Auk
64. 2004 Wednesday November 3 2004 Saturday Novernber 6 2004 Sunday November 7 2004 Week 45 8 weeks left Launch pad Ep7 4 Office Lotus Notes automatically associates custom icons with voice and fax messages Voice icon ten Fax icon 46 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Managing Messages in Lotus Notes Managing voice messages in Lotus Notes Listening to voice messages Open the voice message to open the following form and client plug in Audio commands Playback selection gt Voice message from CBJECTWORLD 5999698 Lotus N File Edit View Create Actions Text Help JOS 54 SB F2 oh OR y gt Vdce message from OBJECT x Toolbars Ew memo bpn 1 Ent To all Ehete bpy Into New fo is Ontine Shots K e inks lt 3 Jette gt e Bink LEALI l Address Voice message from OBJECTWORLD 5999698 Waveform representation of voice messages Attachment name Message wav Date Time Received 11 2 2004 10 04 37 AM Caller ID Name OBJECTWORLD es Be The form allows you to select the playback type associated telephone handset or speaker phone The waveform representation allows you to highlight and select sections of audio to play back To listen to a voice message 1 In your Lotus Notes in
65. 32 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Sending Messages from your Mailbox Lu Playback commands are different depending on the type of message you are checking 6 At the end of each message the end of message menu plays If you press to skip the message it is marked as unheard Table 4 3 End of message menu to forward to replay to play message information to delete to reply to messages to save skip message OS M oF BR help Sending Messages from your Mailbox You can send a voice message to another person directly from your mailbox to their mailbox without calling their extension To send a voice message from your mailbox 1 Access your mailbox using a telephone Press 2 to send a message Record the message and then press when you are finished recording me NS When you finish recording do one of the following e Press 1 to keep the message e Press 2 to re record the message Follow the prompts e Press 3 to listen to the message When you are satisfied with the message press 1 to keep it e Press to cancel Table 4 4 Post recording options 1 keep 2 re record 3 listen i cancel 619510003 1A Copyright 2009 ADTRAN Inc 33 Sending Messages from your Mailbox Enterprise Communications Server 5 To enter recipients do one of the following e Enter the
66. 9510003 1A Enterprise Communications Server Using the NetVanta UC Server Logs To create a custom alert definition when the NetVanta UC Server is not installed on the SBS 2008 system 1 Refer to www msdn microsoft com en us library cc721719 aspx for details on how to create a custom alert 2 Specify the following Path Application Provider UC server SetEventiD 256 ClearEventID 512 The Windows SBS Console display is refreshed every 30 minutes This means that the Lu console display will not change immediately when an error or warning occurs or when all errors or warnings are accepted or acknowledged To access the NetVanta UC Server alerts from Windows SBS 2008 1 From the Start menu access the Event Viewer 2 Open the Windows SBS Console and select the Network tab Under Computers any UC server unacknowledged errors or warnings will appear The log entry types are represented by different icons The following table explains some of the icons that might appear in your list of log entries Table 15 1 Log entry icon definitions Icon Definition Error represents an error for example in voice message delivery tg E Warning represents a warning Received calls represents calls that come in on a specified port 619510003 1A Copyright 2009 ADTRAN Inc 187 Using the NetVanta UC Server Logs Enterprise Communications Server Table 15 1 Log entry icon definitions Voicemail access
67. ADRAN NetVanta Unified Communications NetVanta Enterprise Communications Server Personal Business Assistant User Guide Version 4 5 619510003 1A October 2009 619510003 1A Copyright 2009 ADTRAN Inc Trademarks Enterprise Communications Server Trademarks Any brand names and product names included in this manual are trademarks registered trademarks or trade names of their respective holders To the Holder of the Manual The contents of this manual are current as of the date of publication ADTRAN reserves the right to change the contents without prior notice In no event will ADTRAN be liable for any special incidental or consequential damages or for commercial losses even if ADTRAN has been advised thereof as a result of issue of this publication Service and Warranty For information on the service and warranty of ADTRAN products visit the ADTRAN website at http www adtran com support ADRAN 901 Explorer Boulevard P O Box 140000 Huntsville AL 35814 4000 Phone 256 963 8000 Copyright 2009 ADTRAN Inc All Rights Reserved 2 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Conventions Conventions Lu Notes provide additional useful information Cautions signify information that could prevent service interruption or damage to UT equipment Warnings provide information that could prevent injury or endangerment to human W ARNING life
68. Data Sources Select the column in which you want to add information Type the information that you want to add Select anywhere outside the column to deselect it ON Ss cy PE ce Repeat steps 3 to 5 until all the information is added for the data row To change information in a user data table 1 Inthe Assistant menu select the user data table that you want to change Select the column that has the information that you want to change Type the change 2 at Select anywhere outside the column to deselect it To delete a row in a user data table 1 Inthe Assistant menu select the user data table from which you want to delete information 2 Select the row that you want to delete 3 Select the Delete button 619510003 1A Copyright 2009 ADTRAN Inc 157 Managing Data Sources Enterprise Communications Server Data Type Definitions Data Type Value Examples Text A string of characters 123 Maple Avenue Number A number with optional sign decimal places and commas 160 000 00 Logical A string whose value can be only true false 1 or 0 The True numbers 1 and 0 correspond to true and false False respectively 1 0 Phone Number Any string that can be parsed as a phone number into 1 613 555 1212 canonical form 6135551212 A canonical telephone number represents a dialable number that can be understood and interpreted around the world for example Country Code Area Code Subscriber Number In North America the fo
69. Line Fill and Color dialog box Select the Draw border line check box The text box lines are now solid Select line thickness from the Thickness box sa aS YU R Type the text in the text box Change the font size and style as desired To insert a bitmap 1 Select the Insert bitmap tool to open the Open dialog box 2 Select the bitmap that you want to insert 3 Select Open The bitmap is inserted on the canvas Using the Alignment tools to customize fax cover pages The second group of tools in the Fax Cover Page Editor is the Alignment group These tools are used to space or align selected objects on the canvas Alignment tool commands can also be found in the Layout menu Bring to front 3 Send to back x ji Space evenly across Space evenly down Align left edge Je Align right edge g BE Align top edge tg __ Align bottom edge To move a shape to the front back in relation to a second shape 1 Select the shape that you want to move to the front send to the back to select it 2 On the tool palette select Bring to front Send to back as desired The shape that you selected is brought forward sent back 619510003 1A Copyright 2009 ADTRAN Inc 87 Sending Faxes Enterprise Communications Server To space two or more objects evenly across down the canvas 1 Select the objects that you want to space 2 On the tool palette select one of the following e Sp
70. Press 7 to toggle between closing and reopening the conference to additional participants Response The conference is now closed to additional participants Response The conference is now reopened to additional participants e Press 9 to end the conference e Press 0 to report the number of participants Response Including yourself there are x participants e Press to return to the conference Paging You can send live pages Live paging allows you to instantly broadcast a page For instructions on sending 619510003 1A Copyright 2009 ADTRAN Inc 59 Using SIP Phones Enterprise Communications Server recorded pages see your system administrator Lu In order to send a live page your system administrator must have enabled access for you to do so For more information see your system administrator To send a live page 1 From your phone dial 72 or PA 2 After you hear the tone begin speaking 3 When you are finished with the page hang up or use the end call function on your phone Parking calls and picking up parked calls You can park an active call and the parked call can be retrieved on another phone This feature is useful if you want to change phones during a call ore Call park pickup must be enabled by your system administrator for use on your phone There are two methods of parking calls In one method the UC server selects the next available park number Alternatively
71. Record pra Arnourcement 1 Record to Ce Specific pae o C Database Record Announcement element 619510003 1A Copyright 2009 ADTRAN Inc 131 Using Advanced Elements Enterprise Communications Server This element is useful for audio information services that must be updated on a daily basis or at regular intervals A user can update the recorded information remotely when you include this element in a service You can specify where to record an announcement or mailbox greeting You can choose a specific file location and an associated greeting type Instructing callers how to make a recording The Record Announcement element sends a voicemail prompt tone to the caller and then starts to record the caller You may want to use a Play Announcement element before the Record Announcement element to instruct the caller on how to stop the recording The caller must press a telephone key to stop recording Action Key Description Stop recording Plays menu 4 9 0 Stops recording and prompts the caller with the menu options options for 1 2 3 and the key on the telephone keypad If the caller does not subsequently press a key then after repeating the menu options three times the element keeps the current recording and the call flow proceeds If a caller presses keys 4 to 9 or 0 the prompt menu is repeated the first time then subsequently has the same effect as if the 1 key was pressed Listen to the reco
72. Select the telephone icon and type the pager number that you want e Right click the Pager number to dial box select New and type the pager number that you want 2 Enable the Wait check box if you want to specify a pause before paging 3 Inthe Wait secs then text box type the number of seconds that you want the pause to last 4 Inthe Send Message text box type a prefix that you want as part of the message before caller ID is displayed on the pager Numeric prefixes and suffixes are useful to identify calls that are delivered The prefix helps you differentiate between callers whose messages you have instructed the UC server to deliver and other callers to the paging system For example you can use a prefix such as 123 or 000 to signal deliveries 5 Enable the Add Caller ID check box if you want to have caller ID sent with your messages 6 Inthe Append to message text box type information that is part of the messages sent following any caller ID information displayed on your pager 122 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Using Standard Elements To specify an account code for the Notify Pager element 1 Select the telephone icon 2 Inthe Enter Phone Number box enable the Use account code check box 3 Type an account code in the text box 4 Select OK Send Email element Using the Send Email element you can specify the UC server to notify you or someone else by email when a
73. Server Using Standard Elements Assisted Transfer element The Assisted Transfer element allows a transfer call recipient to accept or deny a call based on the caller s Assisted Transfer dio i 9 recorded name Cainumber s Prompt Unknown caler Cal is accepted Call is der sd Otherwise Assisted Transfer _ element You can enter the telephone number to which you want to transfer calls Specify the conditions under which you want to prompt callers to record their name When you enter a list of telephone numbers calls are transferred to the numbers in the order that they appear You can use the arrow buttons to change the order of numbers in the list A call moves to the element connected to the Call is accepted connector pin when the transfer recipient answers and accepts the call A call that is answered and then declined by the recipient moves to the element connected to the Call is denied connector pin If the call is not answered is answered but not accepted within 10 seconds or is transferred to an invalid number the call moves to the element connected to the Otherwise connector pin Tor The default is to wait 20 seconds for an answer before recalling an assisted transfer attempt To specify a call number for the Assisted Transfer element 1 Inthe Call number s section select the telephone icon to open the Enter Phone Number box Lu You can also enter a phone number by ri
74. To preview a prerecorded announcement D Female Voice Male Voice S Tutorials S Folders 1 Select the Announcements navigation bar to get the Announcements menu Select a folder to list its contents in the content pane Select the announcement that you want to preview a ae Ik Select Download in the preview pane A waveform representation of the announcement appears in the preview pane with a set of audio commands 5 Select the icon of the device that you want to use The icon that you select is enclosed by a dotted line 6 Select play to listen to the announcement You can also preview announcements using the Service Editor while you are building a Lu service You must first select a Play Announcement element and then use the Browse button to choose an announcement to preview After you preview the announcements and note those that you want to use open the service to which you want to add prerecorded announcements Locate an element that you want to change or add one to the service To select a prerecorded announcement for an element 1 Select the Services navigation bar to obtain the Services menu 2 Double click a service to open it and start the Service Editor 144 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server 3 Select a Play Announcement element and then drag it to the canvas 4 Select Browse to open the Play Announcement dialog box which display
75. Tools gt Options 2 Select the Message Delivery tab 3 Inthe Cancel active message delivery section select one of the following options e Mailbox is accessed Active Message Delivery is discontinued when you access your mailbox e Mailbox has no new voice or fax messages Active Message Delivery is discontinued when there are no new voice or fax messages in your mailbox e Mailbox has no messages Active Message Delivery is discontinued when there are no messages in your mailbox 619510003 1A Copyright 2009 ADTRAN Inc 177 Customizing your Mailbox Enterprise Communications Server Customizing your Mailbox Mailbox options allow you to customize your mailbox Mailbox options include e Changing the amount of information played about your messages e Changing the type of messages played and the order in which they are played e Setting whether to play information about each message Setting whether to verify your password when checking messages from your extension Changing the message summary A message summary plays after you enter your password The message summary includes e The number of messages in your mailbox e The type of messages in your mailbox voice fax or email e Whether messages are new or saved There are three modes for message summary They are Disabled No message summary is provided Quick The message summary provides limited information For example You have five new messages and six s
76. a conference bridge hears the sound of crickets which is confirmation that they are the only person in the conference 58 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Using SIP Phones To access the conference bridge 1 From an internal telephone dial the conference bridge number The default number is 7050 or You can also dial 7050 to access the conference bridge from the dial by extension or dial by name directory 2 Enter the 4 digit conference ID 3 Follow the prompts to access the conference bridge one To access the list of options you can press while the conference is in progress Conference option list When you press during a conference the following options are available The available options depend on at which point during the conference you press Only relevant options are available e Press 1 to mute yourself Response You are now muted e Press 2 to unmute yourself Response You are now unmuted e Press 3 to disable entry and exit notifications Response Entry and exit notifications have been disabled e Press 4 to mute all other participants Response All others have been muted When you press 4 to mute all participants this does not apply to new callers who join the conference To mute new callers press 4 again e Press 5 to unmute all other participants Response All others have been unmuted e
77. a data source with a Date field and that each row in the data source has a unique date value If the data source defines a sort order based on this Date field and descending order then any Fetch Data element that fetches from the data source will retrieve rows in descending date order If a Fetch Data element fetches multiple rows then the first row will be the row in the fetched set of records with the newest value in the Date field Thus another element referencing this Fetch Data element would always reference the newest row Without the sort you cannot predict which row in the retrieved set would be first Selecting a row of data When a Fetch Data element fetches one or many rows the first row becomes the current row The order of the rows is determined by the sorting modes selected as described above Other elements can refer to fields fetched by the Fetch Data element These elements reference the value in the current row A different current row can be selected using the Move Current Row element on page 170 or Prompt for Current Row element on page 171 elements For information about specifying data sources filter fields and values refer to Using the Data Source Selector on page 159 Dial for Data element The Dial for Data element allows you to specify a data source using the Data Source Selector It is similar to the Fetch Data element except the caller uses the telephone keypad to define the data that is fetched The Dial fo
78. ace evenly across e Space evenly down Spacing tools The items that you selected are spaced evenly on the canvas To align two or more objects on the canvas 1 Select the objects that you want to align 2 On the tool palette select the alignment tool that you want to apply ie he m A Alignment tools The items that you selected are aligned by the edges that you specify Managing fax cover pages To preview a fax cover page 1 Select the Faxes navigation bar to open the Faxes menu Select the Cover Pages icon The fax cover pages are listed in the content pane Select the fax cover page that you want to preview eo p N In the preview pane select Download to get the file from the server The cover page appears in the preview pane 88 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Sending Faxes 5 Use the cover page toolbar to view the cover page Zoom in Zoom to Page up Print oj had cire Normal Page down 180 degrees Rotate single page 5 F Rotate single page left Rotate single page right Rotate document 180 degrees 9 F Rotate document left Rotate document right To rename a fax cover page 1 D A oe D Select the Faxes navigation bar to open the Faxes menu Select the Cover Pages icon The fax cover pages are listed in the content pane Right click the cover page that you want to rename Select Rename T
79. age them from your desktop You can 619510003 1A Copyright 2009 ADTRAN Inc 39 Managing Messages in Microsoft Outlook Enterprise Communications Server manage voice and fax messages in the same way When you double click on a voice message icon the message opens in a NetVanta UC client VoiceForm You can play a voice message over your computer using a headset or over a telephone speaker and you can forward the message to someone else When you double click on a received fax in your Outlook Inbox the fax opens in the NetVanta UC client FaxForm You can print the fax forward it by email or to other fax devices or save the fax as a PDF The NetVanta UC client custom VoiceForm and FaxForm allow you to manage voice and fax messages as you would any other email You can forward move delete and save a message Managing voice messages in Outlook You can listen to your voice messages from Microsoft Outlook and you can manage your voice messages from Outlook Listening to voice messages An icon in your voicemail inbox indicates a voice message To listen to a voice message 1 In your Outlook inbox double click a voice message Ki Voice message icon You can select the icon or the subject line of the message The voice message window appears Audio commands Voice message from Jeff 2271 CallAttendant VoiceForm File View Actions Audio PlayBack b lp OEE lm adn gt i ww TT Speaker icons From Jeff To Caroline
80. aiting light on your phone Through the NetVanta UC client you can set how the message waiting light on your phone operates To set the message waiting light on your phone 1 Select Tools gt Options 2 Inthe General tab select one of the following options Use system defaults The message waiting light behavior for your phone is set according to the system wide setting set by your administrator Never turn on or off UC Server does not manage the message waiting light Turn on when new message arrives Turn off when first message is accessed in The light turns off when you access the first new mailbox message in your mailbox Turn off when no more new messages in The light turns off when you access the last new mailbox message in your mailbox 56 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Using SIP Phones 3 Select OK Lu Any changes to the message waiting light options come into effect immediately Using SIP Phones Depending on the manufacturer SIP phones and the UC server offer a variety of features such as the following e Accessing voicemail messages e Transferring callers directly to voicemail e Using the NetVanta UC Server conference bridge e Paging e Parking calls and picking up parked calls e Working with call queues e Picking up ringing calls e Changing phones during a call Accessing voicemail messages Some telephones provide a single button to access your
81. ake and model For information on customizing your phone in the UC server refer to the following sections e Changing the number of rings before calls go to voicemail on page 56 e Setting the message waiting light on your phone on page 56 For more information on customizing your phone refer to the phone user guide that ore applies to the make and model of your phone User guides for ADTRAN supported phones are available from the ADTRAN website at www adtran com support 619510003 1A Copyright 2009 ADTRAN Inc 55 Customizing your Phone Enterprise Communications Server Changing the number of rings before calls go to voicemail You can change the number of times a call rings on your extension before the call is directed to voicemail An identity refers to a user extension an auto attendant or an email address The Administrator creates and assigns identities for you which typically refer to your extension numbers If you have identities assigned they appear in the identities pane on the bottom left of the UC client window Joan Everson 2902 on UC Server Number of rings 4 le Joan Everson FAX DID 2903 on UC Server TF Customer Suppoet Ring Group 2905 on UC Server Number of ings 2 To change the number of rings On the identities pane select the identity that you want to change and select the Number of rings from the drop list The default number of rings is 4 Setting the message w
82. ally set your 62 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Using SIP Phones status to unavailable to prevent accepting further incoming queued calls without logging out of the queue Temporarily setting your status to unavailable does not change your longest idle position in the agent group When you make yourself available again by logging back into the queue your idle time is based on the time since your last call including the time that you were unavailable To set your agent status to unavailable 1 Dial 83 2 Press a number from 1 to 9 to indicate your reason for being unavailable 3 Hang up To set your agent status to available 1 Dial 83 2 Press 0 at the prompt 3 Hang up Checking your agent status in a call queue You can check your agent status to verify whether you re currently logged into a call queue whether your status is set to temporarily unavailable or whether you re currently logged out of the call queue To check your agent status 1 Dial 84 lt QueueNumber gt Ensure that you enter the correct queue number The system will indicate your current status as e Logged in e The agent is not available service code lt gt e Not Logged in 2 Hang up Picking up ringing calls Ringing call pick up allows you to answer other ringing telephones which means that you no longer have to run to answer another person s telephone You can divert a ringing call
83. an call in to a service to change information remotely at any time so that callers have access to the most current information Data accessed by data sources is dynamic and can be updated at any time Some elements depending on their function allow you to specify values or data sources Database elements use database integration to provide information to callers and receive information from callers during a service For example callers to a real estate office can hear updated information about a particular property when they enter the property number over the phone during a service In this case the Fetch Data element processes the query and searches the database for a match Likewise the real estate agent can make changes to the property information in the database by accessing the service remotely and entering the new information to the database If the agent wants to change the list price for a property he can access the Update Data element in the service access the price value for the correct property change the value and update the database accordingly For more information about accessing data sources using service elements refer to Using Elements to Create Call Answering Services on page 107 or To troubleshoot services using data sources refer to Troubleshooting Services on page 106 Using the Data Source Selector You can use the Data Source Selector feature to specify a data source and to filter the data that is re
84. assume that you have a data source with a Date field and that each row in the data source has a unique date value If the data source defines a sort order based on this Date field and descending order then any Dial for Data element that fetches from the data source will retrieve rows in descending date order If a Dial for Data element fetches multiple rows then the first row will be the row in the fetched set of records with the newest value in the Date field Thus another element referencing this Dial for Data element would always reference the newest row Without the sort you cannot predict which row in the retrieved set would be first Selecting a row of data When a Dial for Data element fetches one or many rows the first row becomes the current row The order of the rows is determined by the sorting modes selected as described above Other elements can refer to fields fetched by the Dial for Data element These elements reference the value in the current row A different current row can be selected using the Move Current Row element on page 170 or Prompt for Current Row element on page 171 For information about specifying data sources filter fields and values refer to Using the Data Source Selector on page 159 tor You can put a Play Announcement element before a Dial for Data element to give the caller instructions about how to use the feature Add Data element D 2 Source lt none gt gt Add Data ele
85. assword 3 Enter the new password followed by 4 Confirm the new password by doing one of the following e 1 keep the password e 2 re enter the password e cancel Changing message information Message information plays before each message For voice messages information includes the caller ID and the date and time that the message was received For email messages the sender and subject title are included The default setting for Message information is on If you change this option to off you do not receive message information before you review each message To change message information 1 From the main menu select 4 Change mailbox options 2 From the Change mailbox options menu select 3 Change status options 3 From the Change status options menu select 1 Turn message information on or off Changing the message summary A message summary plays as soon as you enter your password The Message Summary lists the number and type of messages you have received and whether they are new or saved There are three modes for message summary They are Disabled No message summary is provided Quick The message summary provides limited information For example You have five new messages and six saved messages This is the default mode Verbose The message summary provides detailed information For example You have five new voice messages four new fax messages 30 new email messages and 50 saved messages
86. at your workplace External greetings are intended for callers calling from outside your workplace Out of Office greetings are typically enabled when you are out of the office for an extended period of time The mailbox identifier consists of your name This greeting is typically used when callers are transferred to your extension You do not need to specify the mailbox from which the greeting is played Your system administrator does this The Play status message mode pre empts the user s greeting message and cannot be interrupted 619510003 1A Copyright 2009 ADTRAN Inc 113 Using Standard Elements Enterprise Communications Server e Enable the Stop when key pressed button to stop the message when the caller presses a key e Enable the Play entire message button to make sure that the caller listens to the message in its entirety To record an announcement for a Play Announcement element 1 On the Play Announcement element select the record button 2 Inthe Select Announcement dialog box type a name for the announcement that you want to record 3 Select Select to start the Audio Editor 4 Select the record button and the Record Audio dialog box opens 5 Select at the beginning from the Insert new audio list 6 Select the icon for the computer audio device The icon is enclosed by a dotted line 7 Select the record button and then record the message As you record the clock runs and the red record button t
87. audio quality and increases the file size The default compression level is medium but this level can be adjusted For example if you are traveling and working over modem connections you can select the maximum compression level so that your messages are smaller However the audio quality will also be noticeably decreased To set the level of voice message compression 1 Select Tools gt Options 2 Select the Incoming Messages tab 3 Move the slider to adjust the level of compression The default level is Medium Select Defaults to return the compression level to the default value 4 Select OK When you save an attachment from your system from the Local Message Store Integrated Client the attachment is saved in the compression format selected However when you save from your system from Microsoft Exchange Server the attachment is saved in the native compression format which is equivalent to no compression 619510003 1A Copyright 2009 ADTRAN Inc 181 Compressing Voice Messages Enterprise Communications Server 182 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Troubleshooting 15 Troubleshooting Overview You can use UC server logs to review calls events system errors or warnings You can configure the UC server to automatically generate diagnostic information in the event of errors or problems You can also configure the diagnostic system options such that ADTRAN your resel
88. ave e cancel If you select 2 to remove a recipient enter the number of the recipient that you want to remove and then select one of the following e 1 delete e cancel To delete a distribution list over the telephone 1 2 3 4 5 From the main menu select 4 Change mailbox options From the Mailbox options menu select 6 Distribution lists options From the Distribution lists options menu select 3 Delete distribution list Enter the number of the distribution list that you want to delete Select one of the following e 1 delete e _ cancel 619510003 1A Copyright 2009 ADTRAN Inc 19 Customizing your Mailbox using your Computer Enterprise Communications Server Customizing your Mailbox using your Computer This section explains how to customize your mailbox such as recording greetings and one time messages using UC Client voice message features on your user extension You manage all voice message features using the main window or Assistant menu This menu appears by default when you start the application You can access voice messaging features by selecting the feature icons in the navigation pane or For more information on setting mailbox options from your computer refer to Customizing your Mailbox on page 178 Recording and selecting greetings Using the Greeting Management pane you can create and record new greetings or play and delete existing greetings You can mana
89. aved messages This is the default mode Verbose The message summary provides detailed information For example You have five new voice messages four new fax messages 30 new email messages and 50 saved messages To set the message summary mode using the desktop 1 Select Tools gt Options 2 Select the Mailbox tab 3 Inthe Mailbox message summary section select one of the following e Disabled e Quick e Verbose 4 Select OK Sorting messages The message sorting options allow you to choose in what order you want to listen to your messages You can change the message sorting options using the desktop The default message sorting option is to listen to voice and fax messages only 178 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Customizing your Mailbox To change message sorting options 1 Select Tools gt Options 2 Select the Mailbox tab 3 Inthe Mailbox message sorting section choose one of the following options e Listen to all messages in the order they were received e Listen to voice and fax messages only e Listen to voice and fax messages first then email messages 4 Select OK Turning message information on or off Message information is played before each message It includes e Caller ID e Date and time the message was received The default setting for message information is on To turn message information on or off using the desktop 1 Select Too
90. ax and email messages from a single inbox The type of each new message is signaled by a distinctive icon that you can recognize at a glance just as you are familiar with the envelope that indicates reception of an email message You can use a local or remote telephone to log on to the system and retrieve not only voice messages but email With a single keypad command the text to speech engine reads email messages to you over the phone You are also informed if you have received fax messages Please note that your system administrator needs to set your call answering mode to Personal Business Assistant for you to have access to this mode All users on the system manage and are managed by user profiles identities and authorizations 619510003 1A Copyright 2009 ADTRAN Inc 7 Overview Enterprise Communications Server Active NetVanta Directory UC Server User Authentication User Authentication Users may be authenticated with the 8 NetVanta UC Server or by a 8 Microsoft Active Directory 6 User Profile User Profile a8 8 Authenticated users have a user profile in the NetVanta UC Server that 6 manages their business assistants and their message stores across multiple identites and devices Business Communications Various SIP Compatible Devices Each user can have multiple identities Each user can have multiple identites associated with traditional telephony associated with different SIP devices
91. ax listed in the fax queue 1 Select the Queue folder Faxes scheduled for transmission are listed in the content pane Qi Queue 2 Right click the fax that you want to delete and select Delete 3 Select Yes to confirm the deletion Using fax cover pages This section provides information about how to create and manage fax cover pages A cover page is sent as the first page of your document and usually includes your name your company name and fax number as well as that of the recipient and some information relating to the subject of the fax There is a folder for fax cover pages in the navigation pane of the Faxes menu When you open the Cover Pages folder your fax cover pages are listed in the content pane From there you can create new cover pages and manage those that already exist For information about sharing fax cover pages refer to Importing and Exporting on page 173 You can also send only a fax cover page using Quick Fax Creating fax cover pages To create a new fax cover page 1 Select the Faxes navigation bar to open the Faxes menu Select the Cover Pages icon Right click anywhere in the content pane Select New gt Fax Cover Page A new untitled cover page appears in the content pane Yoo a a Type a name for the cover page You can use the Fax Cover Page Editor to design the appearance and content of the cover page that you created 6 Select File gt Save after you finish the design To use an existi
92. ax message by fax 1 Select the fax message that you want to forward 2 Select the Forward message icon El Forward message by fax icon 3 Inthe text area type comments or additional information that you want to include 4 Select To 5 Select a recipient from your Outlook contacts list The information for the recipient must include an email address if you want the message to be forwarded successfully If the recipient is not internal or is not included on your contacts list with an email address then type the recipient s email address in the To text box 6 Select OK 7 Select File gt Send 44 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Managing Messages in Lotus Notes To forward a fax message by email 1 Double click the fax that you want to forward vs Forward message as a PDF file The NetVanta UC client FaxForm opens 2 Ifyou want to save a copy of the fax as a PDF before forwarding the fax then select File gt Save as PDF file e In the File name box type a name for the message e In the Save in list choose a location where you want to save the file e Select Save 3 Select the Forward message by email icon yf Forward message by email icon 4 Inthe text area at the bottom of the window type any comments or additional information that you want to include with the fax 5 Select To 6 Select a recipient from your Outlook contacts list The inf
93. box double click a voice message 2 Select the icon of the speaker that you want to use 3 Select play Managing voice messages When you manage voice messages from the Lotus Notes inbox you can select a voice message in the inbox or open the message You can access the same options replying forwarding and deleting from either the inbox or the open message dialog 619510003 1A Copyright 2009 ADTRAN Inc 47 Managing Messages in Lotus Notes Enterprise Communications Server To reply to a voice message 1 Select Reply If you want to reply to everyone who is on the To list select Reply to All 2 Select one of the following e Reply e Reply with History e Reply without Attachment s e Reply with Internet Style History 3 Type a message in the message area 4 Select Send If you want to save a copy of the reply select Send and File and select a location to save to To forward a voice message 1 Select Forward 2 Select one of the following e Forward Forward without Attachment s e Forward with Internet Style History 3 Type the email address to which you want to forward the memo 4 Ifyou want to add a message type it in the message area 5 Select Send If you want to save a copy of the forward email select Send and File and select a location to which to save the copy To delete a voice message from the inbox 1 Select the message that you want to delete 2 Select Delete Managing fa
94. call answering services and includes the following topics e Overview on page 155 e Managing Data Sources on page 155 Accessing Data using Database Service Elements on page 159 e Using Database Elements on page 163 To access database information the system must be licensed for database integration If Lu you are not licensed for database integration then the Database tab of elements is not visible Overview You can use the UC server to access dynamic database information using services user with access to the Administrator tab can create user data tables Each user has a copy of the table where they can save their personal data All the user data tables that are used in your active services are displayed in the Assistant pane For information about creating user data tables refer to the Managing Data Sources section of the ADTRAN UC Server Administrator Manual Managing Data Sources Data sources are set up like tables Each table row corresponds to a data row or record Each table column corresponds to a field for example a name address or fax 619510003 1A Copyright 2009 ADTRAN Inc 155 Managing Data Sources Enterprise Communications Server User data columns Add button He eu vew To He ni A tT 1 ts we Eglumxr e Asrin Jota Doe Shaun Dos eee Greet TE we Personal Real Es Net Management Aliina to add acen Living Dick on ary Faki 8a moy Click Biplete 15 delete the record One time n
95. ce and fax identity e The Receive Fax service must be called Receive Fax e The Receive Fax service must contain a Receive Fax element e The Receive Fax element must appear as soon as possible within the service typically the first element 619510003 1A Copyright 2009 ADTRAN Inc 127 Using Standard Elements Enterprise Communications Server of the service e You do not need to activate the Receive Fax service When a fax call comes in your active service will be initiated When the UC server hears the fax tone it automatically stops the regular active service and activates the Receive Fax service e The Receive Fax service must be saved in one of the following two locations e The shared folder so that it is available to all users in the system that is Services Shared Receive Fax The user s root folder so that it is only available for that user that is Services Receive Fax Creating a Receive Fax service to receive fax notifications In order to receive a notification of a received fax you can follow the Receive Fax element in a Receive Fax service with any or all of the following elements Send Email element e Deliver Messages element to send a phone message e Notify Pager element If you want to specify the days of the week or times of day when you want notifications sent or specify from which phone numbers you want to be notified of a received fax then use the Flow control element on page 116 Receive Fa
96. cipients dialog box EN Telephone icon 2 Type the area code and telephone number for the fax that you want to specify 72 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Sending Faxes 3 Choose a country code from the Country code list 4 Enable the Use Account Code check box The administrator must have enabled this option in order for it to be available 5 Type an account code in the text box and select OK Sending faxes to a specific fax number using the Send Fax element The Send Fax element allows you to set up a list of fax documents to be sent to a specific fax number You can specify the fax number choose a cover page and then select the list of documents that you want to send For more information refer to Send Fax element on page 124 Automatically sending faxes requested by callers using a Fax on demand element You can use a Fax on demand element to set up a fax on demand service The Fax on demand element allows you to select a fax document and an accompanying cover page and then have the fax transmitted to callers who select the service from a menu When callers select Fax on demand they are prompted to enter a fax number The fax that you selected is then transmitted For information about using the Fax on demand element refer to Fax on demand element on page 128 Managing outgoing faxes You can preview or print fax documents that you have prepared for transmission Like
97. ck arrow to return to the list previously displayed in the content pane To copy an announcement 1 Select the announcements folder that contains the recording that you want to copy The announcements stored in the folder are listed in the content pane 2 Right click the announcement that you want to copy 3 Select Duplicate A copy of the announcement appears in the content pane To delete an announcement 1 Select the announcements folder that contains the recording that you want to delete The announcements stored in the folder are listed in the content pane 2 Right click the announcement that you want to delete 3 Select Delete 4 Select Yes to confirm the deletion To rename an announcement 1 Select the announcements folder that contains the recording that you want to rename The announcements stored in the folder are listed in the content pane 2 Right click the announcement that you want to rename 619510003 1A Copyright 2009 ADTRAN Inc 153 Managing Announcements Enterprise Communications Server 3 Select Rename Type a new name for the announcement and then select its icon to make the change 154 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Using Databases in Call Answering Services 12 Using Databases in Call Answering Services This chapter introduces User Data Sources and how to manage them how to use access database information using database elements in
98. ct 6 Select the password button 7 Enter the new Lotus Notes Internet password Managing Messages in the Mailboxes Menu in the NetVanta UC client The Mailboxes menu provides an integrated messaging client and displays all your voice and fax messages in one inbox You can play messages forward messages to an email address create attachments and archive messages The navigation pane displays the folders in which messages are stored Open a folder to view the contents in the content pane An icon indicates a voice or fax message The information pane displays details about the history of the message that you open In the preview pane you can view the waveform of a voice message or contents of a fax message Managing messages Using the content pane of the Mailboxes menu you can open delete or mark a message To open a fax message in the Fax Viewer 1 Right click the fax message that you want to open 2 Select Open To delete a fax or voice message 1 Right click the fax or voice message that you want to delete 2 Select Delete 3 Select Yes to confirm the deletion To mark a fax or voice message as heard or unread 1 Right click the fax message that you want to mark 2 Select Mark as Heard or Mark as Unread Playing voice messages You can play voice messages using the telephone or computer speakers 619510003 1A Copyright 2009 ADTRAN Inc 51 Managing Messages in the Mailboxes Menu in the NetVanta UC c
99. ctor depend on how your service and system are set up For example to use database values a database element must be included in the service To specify Gather Digits values a Gather Digits element must be included in the service integration tor To use database values and elements your system must be licensed for database Allowing callers to make temporary recordings within a service Some elements allow you to select audio files such as announcements greetings database values or temporary recordings Using the Record Announcement element a caller can record audio into a temporary recording and elements like Play Announcement can be used to play the audio Temporary recordings exist only for the duration of the service That is when a service starts no temporary recordings exist If a caller makes a temporary recording the recording is stored in a temporary file that can be played by another element All temporary recordings are discarded when the service ends Up to ten temporary recordings can be created Temporary recordings can be referenced in the following elements e Play Announcement element e Menu element Send Email element custom e Record Announcement element e Add Data element e Update Data element oe In order to use the Add Data and Update Data elements your system must be licensed for database integration 619510003 1A Copyright 2009 ADTRAN Inc 109 Overview Enterprise Comm
100. d of record options deliver re record listen append discard a BB O N i cancel To reply to an internal voice message 1 Access your mailbox using a telephone Listen to the voice message that you want to reply to Press 8 to reply to the message EAR If the message is from a caller with an internal mailbox do one of the following e Record your message at the tone e Press 1 to call back the extension To reply to an email message 1 Access your mailbox using a telephone Listen to the email message that you want to reply to Press 8 to reply to the message Record your message after the tone OMR ANSE CPS When you finish recording your message press When you reply to an email message the reply is delivered as a wave file attachment to the sender of the email The recipient opens the attachment to hear your voice message To call back in response to a voice message 1 Access your mailbox using a telephone 2 Listen to the voice message that you want to respond to 3 Press 8 to call back in response to the voice message 36 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Caller Options 4 Do one of the following e Ifyou have the sender s Calling Line ID press 1 to call back the sender e Ifthe sender s telephone number is in your contacts list press 2 to call back the sender at any of the numbers listed e Ifyou want to call a
101. e Release button on the phone to end the recording 15 Select Next Ifyou chose to make two distinct greetings the External Greeting dialog box opens Repeat steps 12 to 15 to record an external greeting Ifyou chose to make a single greeting the Completion menu appears 16 Select Finish The main Client window opens CC alti xi F e te toh ee Navigation pane Manageme 7 dm rat ard ant nara ros pute Canim amd Ve ad GG ee ne rt Ve CONS Identities pane To set the number of rings on your telephone In the Number of rings box in the Identities pane select the number of rings for the identity that you want The UC Server answers the telephone after the number of rings that you specify Changing your Password If your user profile menu has access to multiple profiles you can view those profiles as tabs across the top of the window You can change the password only for the owned user profile If you are an Active Directory user the change user password option is unavailable 12 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Accessing your Mailbox for the First Time To change the password 1 Select the tab of the profile for which you want to change the password 2 Select Tools gt Change User Password 3 In the Change Password dialog box do all of the following Inthe Old password box type the old password e Inthe New pas
102. e Call Answering Services on page 107 Services can be renamed copied organized in folders and deleted Accessing Services To create a service or change information associated with it 619510003 1A Copyright 2009 ADTRAN Inc 95 Managing Services Enterprise Communications Server e Select the Services navigation bar to open the Services menu Services are displayed in the content pane a Joan Everson a Aekiet ess CE al Sarees dd Rca Recording Le OB cat Recordin by sirg harter 19 OB Channel Saes 010 18 OB copy of Del out Trunk Service 218 Navigation pane OB cet ot Persons dato atterdant 18 Rowton Persons Qusness Asset art 1B OR oeta trurk Service 2 Content pane Q J BR Preview pane D de QP rencites Mansour EN z t Education Managing Services You can create a service and then you can preview activate rename copy or delete that service You can create and manage the folders in which you save your services ADTRAN has provided some samples services to get you started Before creating a new service preview the samples provided to see if a sample service exists that is similar to one what you are looking so If you find a similar service copy it rename it and then modify it suit your needs Many of the sample services provided by ADTRAN use database integration If your UC ore server version is not licensed for database integration then the database e
103. e Database tab of elements available then your system is licensed for database integration Announcements come from the list that belongs to the user profile in the user context For more information refer to User context and service elements on page 107 You can select Called Extension or Selected Extension The Selected Extension mode is available to Administrators only If you select Greetings then select a Greeting type as described below Temporary recordings can be used to record audio temporarily after a service has started Use the Select the Advanced tab on the tool palette to view the advanced elements A brief description is provided for each element that is available Record Announcement element on page 131 to record the audio for a specific temporary recording The recordings are then stored in a temporary file which can be played by another element that plays audio such as the Play Announcement element All temporary recordings are discarded when the service ends Up to 10 temporary recordings can be made For more information on temporary recordings refer to Allowing callers to make temporary recordings within a service on page 109 The Greeting type is only enabled if Greetings was selected for the Play mode Active Greeting Internal Greeting External Greeting Out of Office Greeting Mailbox Identifier This is the default greeting Internal greetings are intended for callers calling from extensions
104. e J User data FRR My User Data source Source Ganos Faces t Shan Doe 2516 on Tarsa Nurber inge 4 z E Rasstahe Dota Saraca Connected as Admin Data tables allow you to access change and delete information on the computer or over the telephone For example a real estate agent can use a data table to include information such as an address or price for each property that the agent has listed While away from the office the agent can call into the office and access the data table to add change or delete information about a particular property The data sources feature is available only if your system is licensed for database integration For a user data source to appear in the Assistant pane you must have a service that Lu accesses that user data source assigned to one of your identities For information about accessing data sources in a service refer to Data Type Definitions on page 156 If a new field is added to an existing table then the value for that field for all existing Lu records will be set to NO VALUE To add information in a user data table 1 Inthe Assistant menu select the user data table to which you want to add information 2 Select the Add button to add a row to the table Lu The Add button is editable and might have a different title 156 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Managing
105. e Play Announcement element e Menu element e Send Email element custom e Add Data element e Update Data element r To use the Add Data and Update Data elements the system must be licensed for database integration For more information on temporary recordings refer to Allowing callers to make temporary recordings 619510003 1A Copyright 2009 ADTRAN Inc 133 Using Advanced Elements Enterprise Communications Server within a service on page 109 To enable callers to create a temporary recording using a remote telephone 1 Enable the Specific button 2 Select the Value Selector arrow select Temporary Recordings and select the temporary recording that you want The name of the temporary recording appears in the Specific text box Recording into a database Record the announcement to a database by selecting a data source and specifying the filtering information Lu To access database information the system must be licensed for database integration To enable callers to change an announcement in a database 1 Enable the Database button 2 Select the Data Source Selector arrow For more information refer to Deliver Messages element on page 118 3 Specify the Data source Filter field Equals and Update information that you want Advanced Record Announcement Options The Advanced Record Announcements allow you to define additional attributes for the recording To change the advanced options select on
106. e access wizard If the time zone is the same as the server 5 time zone the setting is Same time zone as Server system To change your message waiting light behavior 1 Select Tools gt Options 2 Inthe General tab select one of the message waiting light options Use system defaults The message waiting light behavior for your phone is set according to the system wide setting set by your administrator Never turn on or off UC client does not manage the message waiting light Turn on when new message arrives Turn off when first message is accessed in The light turns off when you access the first new mailbox message in your mailbox regardless of whether you disconnect before listening to the message Turn off when no more new messages in The light turns off when you access the last new mailbox message in your mailbox 3 Select OK Lu Any changes to the message waiting light options come into effect immediately Setting Message Delivery Options Message delivery options apply to the Deliver Messages element When a Deliver Messages element is included in an active service and a message has been received the application calls a list of specified numbers until it reaches you You can set the number of attempts to deliver messages You can also specify the interval between successive delivery attempts You can also cancel Active Message Delivery by specifying certain conditions When the condition is met Active Message Deliver
107. e fax document appears in the content pane with the words Copy of before its name You can rename the copied document To delete a fax document 1 Select the Faxes navigation bar to open the Faxes menu 2 Select the fax documents folder containing the document that you want to delete The folder s contents are listed in the content pane Q Faxes Folder 3 Right click the fax document that you want to delete and select Delete 4 Select Yes to confirm the deletion When you create a fax document for transmission at an undetermined time you can save it to a fax documents folder That makes it easy to find the fax when you open the Faxes menu and schedule its transmission To create a folder for fax documents 1 Right click anywhere in the content pane 2 Select New gt Folder A new folder is added is added to the list in the content pane 3 Type a name for the folder To put a fax document in a folder Select the fax document that you want to store in a folder and drag it to the folder where you want to store it Fe Select a folder to view its contents On the toolbar use the Go back arrow to return to the list previously displayed in the Lu content pane 619510003 1A Copyright 2009 ADTRAN Inc 77 Sending Faxes Enterprise Communications Server Viewing the fax queue and status Select the Queue icon in the navigation pane of the Faxes menu to view all the faxes that you have schedul
108. e service 619510003 1A Copyright 2009 ADTRAN Inc 107 Overview Enterprise Communications Server The service user context is characterized by an authentication and a user profile that is accessible from the authentication How elements affect user context A service is associated with an identity When a service starts the identity is used to locate a user profile the one that owns the identity The user context is then established with the user profile that owns the identity and the authentication that owns that profile Elements cannot change the user context In particular Transfer Call does not change the user context Synchronizing contacts The Synchronize contacts mode is only available to users who have a client side contact database where contacts are stored on a user s computer and not on a server like Microsoft Exchange Examples of client side contact databases include Microsoft Outlook running in Internet Only Mode Outlook Express and Windows Address Book The UC server cannot access contacts that are stored in these client side contact databases so in order to perform real time contact matching this contact information must be copied and stored on the UC server Client side contacts are synchronized with the information stored on the UC server every time a user starts the UC client and when the UC client is shut down If a user makes changes to their client side contact database while the UC client is open
109. ect stop when you have finished If you use the telephone you can hang up the phone or press the Release button on the phone to end the recording 9 Select Next to open the Greeting dialog box 10 Choose one of the following greeting types to record Use standard greeting plays a default greeting to callers Record same greeting for internal and external callers allows you to record a single greeting for all callers e Record different greetings for internal and external callers allows you to record two messages one for callers from within your organization the other for callers from outside your organization 11 Select Next e Ifyou select Use standard greeting go to step 16 e Ifyou select Record same greeting for internal and external callers the Internal External Greeting menu appears e Ifyou select Record same greeting for internal and external callers the Internal Greeting dialog box opens In the text box you can type the greeting that you want to record This is useful for eliminating pauses when you record 619510003 1A Copyright 2009 ADTRAN Inc 11 Changing your Password Enterprise Communications Server 12 Make sure that the audio device you want is selected x 2 13 Select record If you are using a telephone wait for the beep before you begin to record The timer runs as you record 14 Select stop when you have finished If you use the telephone you can hang up the phone or press th
110. ed for transmission You can view the list of faxes that you have prepared delete or cancel transmission suspend transmission indefinitely reschedule transmission and forward faxes Vou can also change the transmission by adding or removing recipients When a fax has been successfully transmitted it is removed from the fax queue You receive an email message signaling successful transmission The system administrator has set the maximum number of transmission attempts If a fax is not successfully transmitted after the maximum number of attempts you receive an email message to inform you about the failure When you send a fax using the ADTRAN fax printer driver a fax transmission report appears in your inbox In the case of visual clients such as Microsoft Exchange Lotus Notes IMAP4 or Integrated Messaging client a successful fax transmission report appears in your Sent Items folder If the fax is not sent successfully a failed fax transmission report appears in your inbox The fax transmission includes a history of the attempts and outcome of the fax A fax transmission report is also available in the call logs To view the fax queue 1 Select the Faxes navigation bar to open the Faxes menu 2 Select the Queue folder icon The folder s contents are listed in the content pane Q Queue For each fax in the list you can see the recipient s name and fax number the scheduled transmission time and date and the number of pages incl
111. elephone number as provided by the underlying transport 613 599 9698 Caller Id Canonical Number A UC server Phone Number Value containing the complete formatted number 1 613 599 9698 Caller ld Area Code A UC server Text Value containing the area 613 code of the number Caller ld Area Code A UC server Text Value containing the area 613599 Exchange code and the exchange Caller Id Exchange A UC server Text Value containing the 599 exchange 619510003 1A Copyright 2009 ADTRAN Inc 161 Accessing Data using Database Service Elements Table 12 1 System values Continued Enterprise Communications Server Caller Id Local Number A UC server Text Value containing the local number without the area code and country code 5999698 Called ld A UC server Text Value representing the called party Typically it is the form name number However if the name is blank it is in the form number It might also have special values such as lt Private Number gt lt Long Distance gt or lt Unknown Caller gt Phone number format depends on the underlying transport Mark Jones 613 599 9698 Called ld Name A UC server Text Value containing the called party name as provided by the underlying transport Mark Jones Called ld Number A UC server Text Value containing the raw called party s telephone number as provided by the underlying transpo
112. ent Row element moves the current row in a set of rows fetched The current row can be moved to be the first row in a set of rows the last row the next row or the previous row The Source element for a Move Current Row element can be the name of any other Fetch Data or Dial for Data element in the service The current row can be moved to the first row last row next row or previous row in the set of rows associated with the Fetch Data or Dial for Data element e Ifthe current row moves to another row then the element exits through the Source element connector pin Ifmoving the current row moves it beyond the last row before the first row if there are no rows or if the Source element has not been executed yet then the element exits through the No more rows connector pin Ifan error occurs then the element exits through the Otherwise connector pin Applying the move current row element We ll use a simplified version of a real estate listing service to illustrate how the Move current row element works For example The first element is a Fetch Data element that fetches some real estate listings e The second element is the Text to Speech TTS element which speaks the property identifier from the current row and introduces the audio that follows e The third element is a Play Announcement element that plays the audio for the current row and contains the address and price for the current listing 170 Copyright 20
113. ert that some action may be required Conversely when errors and warnings are acknowledged and there are no more unacknowledged errors or warnings then a different entry is created in the Windows event log and the orange bar in the UC client disappears To view system errors and warning logs 1 On the left side of the UC client select the Logs navigation bar to open the Logs menu 2 Select System Errors and Warnings On the right side in the Logs content pane the errors and warning logs appear To acknowledge the alert notification On the right side in the Logs content pane right click on an error or warning log to accept or acknowledge the error or warning The orange bar will no longer appear and the error or warning message is no longer visible at the bottom of the UC client window Managing NetVanta UC Server Alerts from Windows SBS 2008 Microsoft Windows Small Business Server SBS 2008 records unacknowledged errors or warnings in the UC server This simplifies management such that Administrators do not need to have the UC client open in order to be aware of any error or warning messages When the UC server is installed on Windows SBS 2008 a custom alert is automatically configured for the SBS 2008 Console If the UC server is not installed on the SBS 2008 system but is installed on another system on the network then consult the Microsoft documentation for how to create a custom alert 186 Copyright 2009 ADTRAN Inc 61
114. ervices and building services using the Service Editor This chapter covers the following topics e Overview on page 95 e Managing Services on page 96 e Using the Service Editor on page 100 Working with Elements to Build a Service on page 102 e Customizing Services using Parameters on page 104 Validating Services on page 105 Troubleshooting Services on page 106 Overview A service is like a map that the UC server follows when it answers a call Services are made up of elements that are linked together to create a call flow You can design simple services made up of two or three elements or you can create complex call flows made up of a dozen elements or more Use the Service Editor to build a service You can build a service using the Service Editor and then assign it to an identity so that incoming calls follow the path that you specify You can create a new service for the purposes of setting up a 1 800 line a sales information line or a line associated with a menu of options that callers can select to obtain specific information Likewise you can set up a fax back service and activate it on an identity You can build a service using the Service Editor and then assign it to your extension so that incoming calls follow the path that you have specified For information about sharing services refer to Importing and Exporting on page 173 For information about designing and changing services refer to Using Elements to Creat
115. es information that you can use to troubleshoot problems 619510003 1A Copyright 2009 ADTRAN Inc 185 Using the NetVanta UC Server Logs Enterprise Communications Server that occur with your call answering Lu To troubleshoot specific warnings refer to Troubleshooting warning log entries on page 190 The Sent Items log tracks information on outgoing faxes and events related to the use of the Notify Pager and Deliver Messages elements Details for each delivery or dispatch attempt are recorded including the date and time of the attempt the phone number dialed the port that handled the attempt and the final outcome of the delivery or notification attempt The Received Calls log tracks incoming calls regardless of whether the UC server answered them or not Information logged includes the caller name and phone number if available the date time and length of the call whether the call was answered and by which port and whether a message was left or not Errors and Warnings Alert Notifications If an error or warning occurs for example the UC server was unable to deliver a message then the UC server generates an error or warning log When an error or warning log is produced and there were no previous unacknowledged errors or warnings then UC server also produces an entry in the Windows event log to indicate what has happened Administrators will see an orange bar displayed at the bottom of the UC client window as an al
116. essages e 3 plays all messages in the order that they were received Managing distribution lists You can use system and personal distribution lists over the telephone Create edit and delete distribution lists using the telephone For more information about distribution lists refer to Creating Distribution Lists on page 93 To create a distribution list over the telephone 1 From the main menu select 4 Change mailbox options 2 From the Mailbox options menu select 6 Distribution list options Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Customizing your Mailbox using your Telephone 3 4 9 From the Distribution list menu select 1 Create a new distribution list Enter the number of the new distribution list Select one of the following e 1 confirm e 2 cancel To edit a distribution list over the telephone 1 2 3 4 5 6 From the main menu select 4 Change mailbox options From the Mailbox options menu select 6 Distribution list options From the Distribution list menu select 2 Edit distribution list Enter the distribution list number that you want to edit Select 1 Manage distribution list Select one of the following e 1 add recipient e 2 remove recipient e 3 list recipients e 0 help e exit to previous menu If you selected 1 to add a recipient enter the new recipient number and then select one of the following e 1 s
117. ette to the canvas to start the call flow The element is automatically positioned in the top left corner The Service Editor default menu displays the Standard elements tab To view advanced or database elements select the Advanced or Database tab located at the bottom left corner of the menu Te i Standard Advanced Database The Database tab is available only if the system is licensed for database integration To add an element to the call flow 1 Right click the connector pin of the first element that you put on the canvas and then select Insert 2 Inthe shortcut menu of standard elements select the element that you want to add The element is linked to the first one that you put on the canvas To access the shortcut menu of advanced or database elements select Advanced or ore Database on the standard elements shortcut menu The Database tab is available only if your system is licensed for database integration 102 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Working with Elements to Build a Service You can also drag the element that you want from the tool palette to the canvas Position Lu the pointer over the connector pin of the existing element until a red box appears around the connector pin and then drop the new element onto the canvas Build a service by adding elements until the call flow is complete Using and deleting links If you link
118. extension or phone number followed by e Press 1 to send to a name Enter the name followed by e You are prompted to press 1 to confirm the selection or to press to cancel selection 6 Ifyou want to send the same message to more than one mailbox press 1 to enter another recipient s phone number To send the message press 2 Transferring calls to a mailbox To transfer a call directly to a mailbox 1 While you have a caller on the telephone press Transfer on the telephone keypad 2 Dial the UC Server telephone number 3 When you are prompted to enter a password followed by 4 When you are prompted for an extension number enter the extension number of the mailbox where you want to transfer the caller 5 Hang up Forwarding messages You can forward any type of message from your mailbox as either a voice or email message If you have contact integration you can forward an email message to a user and another email address The forward to email feature works only if UC Server has an email server and the contact management system configured To forward a voice message from your mailbox 1 Access your mailbox using a telephone After you listen to the message that you want to forward press 3 Record an annotation to the message and then press when you are finished recording me o N When you finish recording select one of the following Post recording options on page 33 e Press 1 to keep the message e
119. fer to To change users when 6 Ifyou select Save to file refer to To save a document as a fax on page 69 7 Ifyou select Send now select OK to open the Fax Recipients dialog box 8 Select Addresses to select recipients from your Outlook Contacts list Otherwise type the recipient names and fax numbers e Addresses 9 Select Add to List for each recipient that you specify Lu To delete a recipient from the Recipient list select the recipient and then select Remove 10 Select Next and the Fax Scheduling dialog box opens 11 Specify when you want to send the fax select Next and the Select Cover Page dialog box opens 12 To include a fax cover page select Yes and double click a folder to view its contents 13 Select the cover page that you want select Next and the Cover Page Details dialog box opens Use the arrow if you want to return to the previous folder Go back arrow 14 Type the subject and notes that you want to add to the cover page and then select Next 15 At the Finished menu select Finish The fax is sent according to the instructions Saving a document as a fax to send later To save a document as a fax 1 Open the document that you want to save as a fax 2 Select File gt Print to open the Print dialog box 3 Inthe Name list select the ADTRAN Fax Printer and select OK 619510003 1A Copyright 2009 ADTRAN Inc 69 Sending Faxes Enterprise Communications Server 4 Ifyou are
120. fined in with the received fax The fax will the Receive Fax element be saved instead to the default Check your database connection parameters and ensure that the mailbox database is available The data source s referenced in ServiceStateMachine when an element refers to a data source that the element s is unknown no longer exists Verify the following 1 The ODBC data source if applicable is correctly configured 2 The fields in the reference data source may have been changed or deleted Verify the data source configuration 106 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Using Elements to Create Call Answering Services 10 Using Elements to Create Call Answering Services This chapter presents information about the individual elements that you use to build a service This chapter covers the following topics Overview on page 107 e Using Standard Elements on page 111 Using Advanced Elements on page 130 If your system is licensed for database integration then you will also have a Database ome elements tab available For more information refer to Using Database Elements on page 163 Overview Elements are the building blocks of the services that you create for use on your extension By combining elements on the canvas of the Service Editor you design a call flow that routes incoming calls Elements are on the tool palette of the Service Editor They are divided into three gr
121. following Integrate with an electronic control system for example door controls alarm systems or climate control systems to retrieve information or to invoke changes to the system e Integrate with an Instant messaging IM client to provide another way of notifying callers of messages Invoke an application that validates information received from a user for example a credit card transaction e Integrate with a third party display device e A list of parameters to be passed to the application The computer credentials to be used by the application 142 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Using Announcements in Call Answering Services 11 Using Announcements in Call Answering Services This chapter provides information about how to select prerecorded announcements for your extension It also explains how to record personalized announcements using the Audio Editor Make sure that there is a sound card installed on the computer that you are using This chapter covers the following topics e Overview on page 143 e Using Prerecorded Announcements on page 143 e Recording Announcements on page 145 Managing Announcements on page 153 Overview Announcements are the outgoing messages that callers hear when they telephone your extension These announcements typically initiate the call flow in a service and are used to guide the caller through the call process Announcements can inf
122. for the user from which you want to send the fax The user s information appears in the Current user information section of the Fax Printer dialog box 3 Select OK 70 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Sending Faxes Sending faxes using the Faxes menu in the NetVanta UC Client From the UC client to get the Faxes menu select the Faxes navigation bar For information about sharing faxes refer to Importing and Exporting on page 173 Content pane Navigation pane v aaaea o Preview pane OQ scan En FAH OCOC a UC Sarad F 19 Cana Scot Peng Long DIE oe KO ax LATE Tapp ani The Faxes menu displays a Navigation pane Content pane and Preview pane The Navigation pane displays the fax folders You can use these to store fax documents and cover pages that are saved to disk The Queue folder contains the list of fax transmissions that you have scheduled Each entry includes the recipient s name and fax number the number of pages to be transmitted the time and date of transmission and the cover page that you have associated with it The Content pane displays the contents of a folder when you select it The Preview pane provides a partial view of a fax document that you select As you scroll through the list of available fax documents you can view them in the Preview pane Use the Page up and Page down commands on the Preview toolbar to v
123. g superior voice quality customer cost savings support for real time communications and improved efficiency of communications SIP enabled phones in conjunction with the UC server offer a wide range of phone features such as call park pickup overhead paging auto attendant single button voicemail access caller ID conferencing hunt groups ring groups message waiting indicator music on hold and more The UC server works with many types of SIP compliant phones However phones from different manufacturers are configured differently and the phone features are accessed in a different way This chapter does not replace individual phone installation and configuration manuals SIP telephone user guides for manufacturers that are part of the ADTRAN Connect or Lu Connect PLUS program are available on the ADTRAN website www adtran com support Refer to the SIP user guide for information about how to use the phone with the UC server Customizing your Phone In the UC server you can customize your phone to suit your personal preferences For example you can set the number of rings before your phone goes to voicemail You can also set how the message waiting light on your phone operates For example whether the message waiting light on your phone turns off when you ve accessed your first new voicemail message or when you ve accessed all your new voicemail messages You can also customize your phone according to your particular phone s m
124. g the Import Export Wizard on page 173 Importing and Exporting Items on page 173 Overview The Import Export Wizard allows you to share announcements services faxes and fax cover pages by importing items from another location or exporting them from your computer to another location so that other people can import them and use them Starting the Import Export Wizard To start the Import Export wizard 1 Select File gt Import Export Wizard to open the wizard welcome menu 2 Select Next Importing and Exporting Items The Import Export Wizard guides you through the process of importing or exporting an item To import an item 1 Inthe Task Selection box select Import data from the File System and then select Next 2 Inthe Import Directory box make sure that the destination folders are correct You can use the Browse button to change the default destination folder Documents Export oe The default destination is C Documents and Settings username My 3 Select Next 4 Select all the items that you want to import and then select Next Make sure that the box next to the item has a check mark in it before you proceed 5 Ifyou want to delete an item in the change destination box select the item and then select the Delete button 619510003 1A Copyright 2009 ADTRAN Inc 173 Importing and Exporting Items Enterprise Communications Server If you want to change the destination of an item select the
125. ge four types of greetings External greeting e Internal greeting e Mailbox identifier greeting e Out of office greeting Callers from outside your workplace hear the external greeting This greeting is longer and more informative than the internal greeting Here is an example of an external greeting Thank you for calling your workplace name We are unable to take your call at this time please leave a message at the sound of the beep and we will get back to you before the end of the day Callers from another extension at your workplace hear the internal greeting This greeting is shorter than an external greeting and can be more informal because it is intended for internal callers Here is an example of an internal greeting Hi Pll be in a meeting all morning but Il get back to you after lunch Thanks for your patience The mailbox identifier greeting consists of your name Callers hear this greeting when their call is transferred to your extension The mailbox identifier is always available in the greetings list and you cannot delete it Enable the out of office greeting when you are away from the office for an extended time The caller cannot interrupt the out of office greeting Callers hear the entire greeting before they can leave a message You can record an out of office greeting and enable it only when you need it You can re use the same greeting each time you are out of the office When you start the applicat
126. ge that you leave for a caller However once a caller has telephoned your extension and heard the one time message it is automatically deleted 619510003 1A Copyright 2009 ADTRAN Inc 25 Customizing your Mailbox using your Computer Enterprise Communications Server To create a one time message for a contact 1 Inthe Assistant navigation pane of the main Client menu select One time Messages to open the One time Messages content pane lolx Pie Cdt vew Took hb CRETE rg Aden a Joan Everson Bob Thompson One time Messages 1 ge Greeting Management Crete and modiy one time messages for your contacts One time 4 Messages Asi Boran Eos M Joan Evenson 2301 on UC Server Nambe clings 2 Select Add to open the One time Messages recording dialog box 3 From the For list select the contact that you want to receive the one time message The contacts are from the list of contacts that you maintain in Outlook In the text area of the One time Message dialog box you can type the greeting that you want to record This is useful to eliminate pauses while you record 4 Select record to open the Record Audio dialog box 5 Make sure that the audio device you want is selected x P 6 From the Insert new audio list select at the beginning 7 Select record If you are using your telephone wait for the beep before you begin to record As you record the clock runs and the red rec
127. ght clicking the Call number s box and selecting New 2 Type the telephone number to which you want to transfer callers 3 From the Prompt list select one of the following prompt types Never Never prompts the caller to record a name 619510003 1A Copyright 2009 ADTRAN Inc 121 Using Standard Elements Enterprise Communications Server Always Always prompts the caller to record a name Unknown caller Prompts the caller to record a name if there is no match in the contact list Use the Value Selector to select a dynamic value for the element For more information refer to Selecting values within elements using the value selector on page 108 For ore information about contact address book synchronization refer to Synchronizing contacts on page 108 Notify Pager element The Notify Pager element allows you to send a message from the UC server to a specified pager number The message sent can be a numeric message with an attached caller ID To specify a pager number for the Notify Pager element t Notify Pager 1 a 2 Pager number to dial amp Notify Pager element 1 In the Pager number to dial section do one of the following e Use the Value Selector to specify a value For more information refer to Selecting values within elements using the value selector on page 108 For information about contact address book synchronization refer to Synchronizing contacts on page 108 e
128. gle keypad command the text to speech engine reads email messages to you over the phone You are also informed if you have received fax messages You can send messages from your mailbox to another mailbox You can also transfer callers to your mailbox You can forward and reply to messages from your mailbox You can also search your contacts list for information from your mailbox Callers dialing into the system also have options to choose from These options include bypassing or skipping out of a greeting changing to another extension or dialing the operator Accessing your Mailbox using your Telephone You can access your mailbox using your telephone extension or a remote telephone To access your mailbox using your telephone extension you need the UC Server access number which you can obtain from your system administrator and your password To access your mailbox using your telephone extension 1 On your telephone keypad enter the UC Server access number 2 Enter your password followed by Listening to Messages Remotely When you call your extension from another location and access UC Server you are performing remote mailbox management This might include listening to messages and sending them to another phone number or managing some of your mailbox options 619510003 1A Copyright 2009 ADTRAN Inc 31 Listening to Messages Remotely Enterprise Communications Server To listen to your messages from a remote location
129. h the call flow based on that four digit number The Compare Data element executes as follows e The first comparison value is evaluated for a match against the comparison selected If the comparison is true then the call exits through the associated connector If the comparison is not true then the next comparison value is evaluated for a match e Ifno match is found when comparing data then the call proceeds to the element connected to the No match connector pin Note that if comparisons other than Equals are selected then the order of comparison values is important and can be used to match between two values For example if the Compare to value is a numeric value and the following comparisons are used Less Than 5 e Greater Than 10 e Less Than Equal 10 140 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Using Advanced Elements Then the following results occur Ifthe Compare to value is less than 5 then the first connector is taken e Ifthe Compare to value is greater than 10 then the second connector is taken e Ifthe Compare to value is between 5 and 10 including 5 or 10 then the third connector is taken e Ifthe Compare to value had no value then the No match connector pin is taken To direct a caller using the Compare Data element 1 From the Compare to Value Selector list select the Gather Digits element System Value or database reference that you want to compare to
130. ies them Users of the PBX share a certain number of outside lines for making external calls 194 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Appendix A Glossary Remote mailbox management Remote mailbox management allows users to access their mailbox from an external or remote telephone SIP Session Initiation Protocol is a signaling protocol that establishes sessions in an IP network for features such as multi media conferencing or call forwarding deployed over IP networks This allows service providers to integrate basic IP telephony services with Web and email SIP server also supports traditional telephony features such as personal mobility time of day routing and call forwarding Text to speech The text to speech engine reads back email messages over the phone when users call in to review their messages User A user is someone who has a UC server profile on the system Unified Messaging Unified Messaging allows users to manage all message types from one central storage location This means a single inbox for voice email and fax messages that is accessible by both telephone and computer The UC server provides a unified messaging solution that allows you to receive all your messages in the Microsoft Outlook Client Users receive all of their messages at once in one convenient location 619510003 1A Copyright 2009 ADTRAN Inc 195 Appendix A Glossary Enterprise Communica
131. iew multiple pages of a fax document 2 alaja Page down Page up Use the Rotate commands on the Preview toolbar to change the orientation of a fax in the Preview pane 619510003 1A Copyright 2009 ADTRAN Inc 71 Sending Faxes Enterprise Communications Server You can rotate only one page of a fax document or the entire document Rotate single page 180 degrees E Rotate single page left Rotate single page right Rotate document 180 degrees F Rotate document left Rotate document right To view faxes in more detail you can use the Fax Viewer For more information about the Fax Viewer refer to Managing outgoing faxes on page 73 The Faxes menu is not used to receive faxes If you are an Exchange user any faxes that Lu you receive can be viewed in your Outlook Inbox Local message store users can view faxes through the integrated client To send a fax using the Faxes menu 1 Select the Faxes navigation bar to open the Faxes menu 2 Select the Fax Documents folder containing the document that you want to send The folder s contents are listed in the content pane Q Faxes Folder 3 Select the fax document that you want to send 4 Select File gt Print to open the Print dialog box 5 Follow steps 3 to 18 in Sending faxes from other applications using the ADTRAN Fax Printer on page 68 To specify fax numbers and account code 1 Select the telephone icon in the Fax Re
132. ight 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Validating Services e The Assisted Transfer Transfer Call Deliver Messages Notify Pager and Send Fax elements The Send Email element e The Text To Speech element e The Compare Data element e The Create Log Entry element Note that parameters can be used to obtain a specific record from a database Parameter Value Description pm Additional Parameters List This is a comma separated list of additional parameters that are passed to the service when it executes These values can be accessed within a service definition as special Text values whose names are Parameter1 Parameter2 and so on The first value in the list becomes the value of Parameter and so forth In the service editor parameters are not visible by default Once enabled you can select parameters for the elements that use them To view parameters 1 From the Services navigation bar right click in the content pane select New gt Service 2 Select the service right click and select Open to open the Service Editor 3 Inthe Service Editor select View gt Parameters to enable the Parameters Once Parameters are enabled then parameter values are available for selection Validating Services After you finish building your service you can validate it The Service Editor inspects the service for logical errors or unresolved aspects of the call flow If there is a problem with your se
133. ilbox for which you want to change the password Your system administrator sets this so that you are always dealing with your own mailbox Called Extension refers to the identity originally called Selected Extension refers to the identity selected in the last successful Select Extension element in the service If there was none or the last one failed it defaults to be the same as the Called Extension 619510003 1A Copyright 2009 ADTRAN Inc 137 Using Advanced Elements Enterprise Communications Server For added security you might want to put a Verify Password element before this element Verify Password element g Bel E If entered password matches Password for mailbox coted Extension gt Verify Password element The Verify Password element enables the service to request a numeric password from a caller and verifies that a given password matches a specified password or the password for a particular mailbox The Verify Password element would typically be used to access or to change information based on authentication To use your mailbox password for Password for mailbox select Called Extension which is the default for this element Selecting this option automatically selects the password for your own mailbox The Selected Extension option refers to the Selected Extension element however this element is only available to Administrators and is not available to users Therefore the value of the
134. ion a notice reminds you that the 20 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Customizing your Mailbox using your Computer out of office greeting is enabled You can turn it off or leave it on If you enable the out of office greeting it plays in place of the internal and external greeting If you record an external greeting but no internal greeting all callers hear your external greeting If you record an internal greeting but no external greeting Lu external callers hear a default greeting If you do not record any greetings the following default greeting plays to callers We are unable to take your call Please record a message after the tone Available greetings are listed alphabetically A new greeting appears at the bottom of the list until you refresh the content pane Creating and recording greetings You can create and record a new greeting or re record an existing greeting There is no limit to the number of greetings that you can create provided there is enough disk space to accommodate them For information about managing greetings using the telephone refer to Managing Messages using your Telephone on page 31 To create a new greeting 1 Inthe Available Greetings section select the New button 2 Type a name for the new greeting 3 Press Enter and the new greeting appears at the bottom of the list 619510003 1A Copyright 2009 ADTRAN Inc 21 Customizing
135. irect inward dial DID number and a custom service that defines the behavior when a fax is received Alternatively PBA users can receive faxes on a shared voice and fax identity but they are not automatically notified of incoming faxes In order to receive notifications that a fax has been received a Receive Fax service must be created The user or the administrator can create a Receive Fax service using the Receive Fax element For more information on creating a Receive Fax service refer to Receive Fax element on page 126 92 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Creating Distribution Lists 8 Creating Distribution Lists Overview You can use the Distribution Lists menu to manage personal distribution lists Distribution lists allow you to send voice and fax messages to groups of users using the telephone For information about using the distribution lists over the telephone refer to Managing distribution lists on page 18 Three folders are included with the Client application Everyone Personal and System The Everyone folder contains all the UC Server users that are configured for the system You cannot add a new folder to the Everyone folder You can use the System distribution lists over the phone but you cannot create or manage them Your system administrator does this To create a personal distribution list 1 Select the Distribution Lists navigation bar to open the distribution li
136. istant to your alternate number e Using mobile twinning calls can ring your alternate phone number and your internal extension simultaneously Unless your system administrator has configured this mode differently you must know the phone number of the phone that answered the call that is the extension number or the external telephone number in order to pickup the connected call Your phone must be able to receive another call That is e A line must be available Do Not Disturb DND must be off e Call forwarding must be off The connected call pickup feature must be enabled Lu Your system administrator may disable this feature due to privacy concerns To change phones during a call 1 From the phone that you want to transfer the call to dial 27 lt called phone number gt The called phone number can be an internal extension number or an external phone number and refers to the number of the phone that answered the call Vour system administrator may configure this option so that you can only pickup connected calls from your cell phone using your desk phone If this is the case then dial 27 only To connect the call the phone that you are dialing from rings 2 Answer the ringing phone When you answer the phone the call automatically connects to this phone and is dropped from the phone that you originally answered the call with The call is transferred from one phone to another silently so the user may be unaware that
137. ived a fax 126 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Using Standard Elements Using the Receive Fax Element in a Service Save Fax to Mailbox Called Extension Selecting this mode enables you to save incoming faxes to your mailbox or the extension number that the caller called Selected Extension This mode refers to the Select Extension element which is available to admin users only If an admin user creates a service using the Select Extension element and makes this service available to other users by saving it to the Shared folder then PBA users will have this mode available However PBA users should not select this mode when creating their own service Save Fax to Database Selecting this mode enables you to save incoming faxes to a database if your system is licensed for database integration If you have the Database tab available in the UC client Service Editor then you can use the Data Source Selector to save incoming faxes to a database For more information refer to Using the Data Source Selector on page 159 Note If the Save Fax to Database mode is selected and the database is unavailable the incoming fax is delivered to the default mailbox Otherwise If a problem occurs receiving a fax then the call exits through the Otherwise connector pin and the fax is not received in the selected mailbox When the Receive Fax element is used in a voice service it s typically placed after
138. ke a selection using the telephone keypad It is advisable to put an audio element such as Play Announcement that specifies menu options before the Advanced Menu element The Advanced Menu element can also be attached to the on single digit connection of certain elements Some callers might not make a selection from the menu Advanced Menu element For this purpose the No key in check box is provided Select the check box and then type in a number of seconds to wait in the associated text box You can specify the amount of time the UC server waits for a response before it moves to the next element To allow callers to move to the next element if they do not select a key 1 Enable the No key in check box 2 Inthe text box type the number of seconds to wait To set selection keys on a menu 1 Inthe first On list box select the number of the key that you want The number one appears by default When callers press a key they are sent to the element that is adjacent to the connector pin depending on their choice 2 Select New to add an On list box for setting an additional key The UC server enters the keys in numerical sequence You can also select a key from the list You can set a maximum of 12 keys Keys range from one to nine then include zero and When you have finished setting selection keys you can connect the subsequent element for each selection key that you set as applicable 136 Copyright
139. key on a Menu element select the trashcan icon to the left of the key that you want to delete Remember to change the announcement associated with the menu so that it reflects the changes tor For information about recording an announcement for the Menu element refer to To record an announcement for a Play Announcement element on page 114 619510003 1A Copyright 2009 ADTRAN Inc 115 Using Standard Elements Enterprise Communications Server Flow control element The Flow Control element acts as a decision tree and allows for two different comparison methods matching based on phone numbers or on time of day and date The call will be routed to the next element based on a successful or failed match a failed match routes the call through the Otherwise connector pin You can select either Phone Numbers or Times which determines the comparison element For example you could use the Flow Control element with a Receive Fax element to call your cell phone send a pager notification or send an email to your personal email address to notify you when you receive a fax from a particular number after business hours Routing incoming calls based on phone numbers The UC server compares the incoming caller ID to those telephone numbers included in the Flow Control element list Telephone numbers in the list can be entered manually or they can be pulled from your contact address book by using the value selecto
140. l Business Attendant PBA can automatically receive faxes without using a Receive Fax element however you may want to use the Receive Fax element in order to customize the receive fax behavior or to create a service specifically for receiving faxes The default behavior for incoming faxes for any PBA users is that the UC server detects the tone that signals a fax the UC server receives the fax and then stores it in the user s mailbox No additional configuration is required however using the default behavior no notifications are sent to the user that they have received a fax The Receive Fax element receives incoming faxes and places them into a specified mailbox or database 2 Receive Fax 1 a Zl 2 Save Fax to Mailbox Called Extension Save Fax to Database Receive Fax element Use the Receive Fax element along with other elements in a service to customize receive fax behavior Depending on the configuration you may have a dedicated fax number or identity to receive faxes In this case you may want to use the Receive Fax element in a service to initiate some behavior such as storing the fax in a database Alternatively you may have a shared voice and fax number or identity where you receive voice and fax messages on the same identity or extension If you are using a shared voice and fax number then you may want to create a Receive Fax service for example in order to receive notifications that you have rece
141. l the steps in To rename a service on page 98 To delete a service 1 Right click the service that you want to delete 2 Select Delete 3 Select Yes to confirm the deletion Creating and changing service folders You can create and manage folders in much the same way as services and you can use folders to organize your services Lu Only one service can be active on your extension at any time When you want to change the active service on your extension you can do so quickly if related services are kept in the same folder You might have built some services that you are not currently using for example those designed for statutory holidays You can store these together in a folder called Holidays and then retrieve them when you need them 98 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Managing Services To create a folder 1 Right click anywhere in the content pane 2 Select New gt Folder to add a new folder to the list in the content pane The folder icon denotes the new folder and the default name is New Folder Folder icon 3 Type a name for the folder La You can also right click the folder and then select Rename Type the new name again and then select the icon next to the folder name to make the change To rename a folder 1 Right click the folder that you want to rename Select Rename Type the new name for the folder E OBP P Select
142. lements used in the sample services will not work as intended To create a service 1 Right click anywhere in the content pane 2 Select New gt Service to add a new service to the list in the content pane The service icon denotes the new service and the default name is Service 6 Service icon 3 Type a name for the service Wor You can also right click the service and then select Rename Type the new name again and then select the icon next to the service name to make the change 96 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Managing Services In addition to services that you create you also have access to shared services that the Administrator creates and manages You cannot save changes that you make to shared services You can copy a shared service and assign it to an auto attendent or use it as a template to create a service of your own To copy a shared service 1 In the Services navigation pane double click the Shared folder 2 Select the shared service that you want to copy 3 Hold down the CTRL key and drag the service to the folder to which you want to copy it Working with services When you select the Services navigation bar the services you create are listed by name in the content pane You can use the Service Editor to view a service and change it If you want only an overview of a service you can preview it in the Services menu To preview a se
143. ler and or yourself is notified if the UC server is not functioning properly If you cannot find the information you are looking for in this manual or in the online help then you can go to the ADTRAN website for further information such as training materials and a quick reference card and SIP phone user guides For more information refer to the following sections e Troubleshooting Message Waiting Indicators on page 183 e Troubleshooting the NetVanta UC Server on page 184 Using the NetVanta UC Server Logs on page 185 e Accessing Documentation and Training on page 191 Troubleshooting Message Waiting Indicators Sometimes message waiting indicators MWI on phones are incorrect following a power failure or changes to the PBX Symptoms The MWI on phones are incorrect Possible Causes e A power failure has occurred e Changes were made to the PBX Solution You can resynchronize the MWI on phones To resynchronize message waiting indicators on phones Select Tools gt Resynchronize All message waiting indicators 619510003 1A Copyright 2009 ADTRAN Inc 183 Troubleshooting the NetVanta UC Server Enterprise Communications Server Troubleshooting the NetVanta UC Server ADTRAN has observed that third party firewall and antivirus products can cause problems with the proper operation of the UC server Lu The UC server is tested with Microsoft security products such as Windows Firewall and Windows Defender
144. lientEnterprise Communications Server To play a voice message 1 2 In the Content pane select the message that you want to play Ifthe waveform of the message does not automatically appear in the preview pane select the Download button Select the icon of the device that you want to use to play the message Select the Play button to play the voice message Using attachments You can drag a voice or fax message to an email message in your email client The message that you drag becomes an attachment You can create attachments for new messages reply emails or forward emails The Save Attachment option enables you to save a voice or fax message attachment to your hard drive which you can then forward to other users using your regular email client To create an email attachment 1 2 Open your email client Do one of the following e Create a new email message e Create a reply to an existing email message e Create a forward email for an existing email message Drag the voice or fax message that you want from the content pane of the Mailboxes menu to the email message The message automatically becomes an email attachment To save an email or fax locally as an attachment 1 2 Select the Mailboxes navigation bar Select the voice or fax message that you want to save as an attachment Right click the selected message and select Save Attachment Alternatively select File gt Save Attachment Browse t
145. ller moves to the element connected to the No digits collected connector pin 619510003 1A Copyright 2009 ADTRAN Inc 139 Using Advanced Elements Enterprise Communications Server If too few digits are gathered or the time limit for entering digits is exceeded then the caller moves to the element connected to the Otherwise connector pin The Gather Digits element works with the Compare Data element The Gather Digits element must appear in the call flow before the Compare Data element but does not need to be connected directly to it You can include elements between them in the call flow To specify the number of digits to gather 1 Enable one of the following Stop after the number of digits is fixed It lets you specify the number of digits Gather up to 20 digits the number of digits is variable up to 20 2 Ifyou selected the Stop after button then type the number of digits in the text box Compare Data element as Compare Data 1 2 Compare to Compare Data element The Compare Data element compares data that is collected by a Gather Digits element system values for example Today s Date or database values and directs the call flow accordingly For example you might want a caller to enter a four digit number to continue in the call flow Once the caller enters the number and it is stored by the Gather Digits element the Compare Data element can let you direct a specific caller throug
146. llowing is an example of a canonical telephone number 1 613 555 1212 Audio The value of the field in valid wav format PropertyDescription wav Fax The value of the field in valid tif format Data Sheet tif Day of Year A date without a year for example January 1 is New September 16 Year s Day 09 16 Sep 16 Date A date that includes the day month and year September 16 2007 Valid formats include YY MM DD YYYY MM DD and text Sep 16 2007 versions as illustrated in the examples 07 09 16 2007 09 16 Day of Week The full day name in English as a string The strings can Sunday also be in abbreviated formats Sun Time of Day A time that includes the hour minutes and seconds 2 00 PM optional Valid formats include HH MM AM PM The AM PM is optional however AM is assumed unless the hour is greater than or equal to 12 For example 12 02 means 12 02 PM Time Range Two times of day separated by a hyphen which indicates 2 00 PM 4 00 PM a time range Valid formats are HH MM AM PM HH MM AM PM with AM PM being optional As above AM is assumed unless the hour is greater than or equal to 12 For example 1 00 means 1 00 AM 158 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Accessing Data using Database Service Elements Accessing Data using Database Service Elements Using database integration you can set up services that allow callers to access current information Also the service creator c
147. ls gt Options 2 Select the Mailbox tab 3 Enable the Play message information before message check box to enable message information FT Play message information before message jes To disable message information clear the check box 4 Select OK Turning password verification on or off You can specify password verification when you call to check messages from your own extension The default setting is off To turn password verification on or off 1 Select Tools gt Options 2 Select the Mailbox tab 619510003 1A Copyright 2009 ADTRAN Inc 179 Setting Integrated Messaging Options Enterprise Communications Server 3 Enable the Password verification check box to turn Password verification on N F No verification when calling from own extension To turn password verification off disable the check box 4 Select OK Setting Integrated Messaging Options Local message store users can specify display and notification options for new messages IMAP users can change the password they use to access their mailbox To specify display options for new LMS messages 1 Select Tools gt Options 2 Select the Integrated Messaging tab 3 In the When a new message arrives section enable any of the following check boxes e Display icon in tray displays an icon in the bottom right hand corner when you have a new message e Display dialog displays a new message dialog for voice and fax messages e Play wave
148. mands to change the fax cover page 5 Select File gt Save Sending cover pages only using Quick Fax The Quick Fax feature allows you to send a one page fax message at any time to as many recipients as you choose When you use Quick Fax you send only a cover page Your messages appear in the subject area To send a cover page only using Quick Fax 1 On the toolbar select the Quick Fax icon to open the Fax Recipients dialog box amp Quick Fax icon 2 Select Addresses to select recipients from your Outlook Contacts list If you are not choosing a recipient from your Outlook Contacts list type the names and fax numbers 90 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Receiving Faxes 3 Select Add to List for each recipient that you specify Lu To delete a recipient from the Recipient list select the recipient and then select Remove 4 Select Next to open the Scheduling dialog box 5 Specify when you want to send the fax ore When phone rates are discounted means at midnight of the same day Select Next to open the Select Cover Page dialog box 6 7 Select a cover page to use as your Quick Fax document 8 Select Next to open the Cover Page Details dialog box 9 Type the subject of your Quick Fax and then type a message in the Notes section 10 Select Next and the Finished menu appears 11 Select Finish The Quick Fax message is sent according to the
149. ment The Add Data element allows callers to add to the data in a specified data source The Record Announcement element can be used to record temporary recordings which can be used with the Add Data element as a form filling application in order to request quotes have callers answer general customer service questions and so on For more information on temporary recordings refer to Allowing callers to make temporary recordings within a service on page 109 Ifthe data is added successfully the caller exits the regular connector pin Ifthe data is not added successfully for any reason the caller exits the Otherwise connector pin 619510003 1A Copyright 2009 ADTRAN Inc 167 Using Database Elements Enterprise Communications Server To specify a source and fields for the Add Data element 1 Select a data source from the Source list 2 Select the Add button to add a Field Assignment to the list 3 Select the Field column to obtain a drop down list of fields in the data source 4 Select a field from the list 5 Select the New Value column to specify a value for the field 6 Type a value or select the value selector arrow in the blank new value box 7 Select anywhere outside the new value box 8 Repeat steps 2 to 7 to add more fields to the Field Assignments list To delete a field assignment for the Add Data element 1 Right click the Field column of the field assignment that you want to delete 2 Press Delete
150. n email when you receive a voicemail message 1 Select one of the following from the Send list Entire Message sends an email of all the information associated with the voice message that you received including the voice message as a wav attachment e Notification sends only the information associated with the voice message Short Notification sends only some of the information associated with the voice message This mode is useful for small menu devices such as cell phones that are capable of receiving email e Custom allows you to add information that you want to include with the email notification This includes sending attachments such as announcements greetings temporary recordings faxes or database values for example audio or fax e Custom With Message allows you to send a custom email with the latest mail message Custom notification sends an email notification of calls to a user s mailbox whether the ore caller left a message or not All other types of notifications send email notifications only when a caller leaves a message 619510003 1A Copyright 2009 ADTRAN Inc 123 Using Standard Elements Enterprise Communications Server 2 Inthe To email address box type the email address where you want the notification sent If you want to enter more than one email address type them with a semicolon separating each one Refer to Selecting values within elements using the value selector on page 1
151. naging Extensions and Identities Options on page 29 Managing Extensions and Identities Options An identity typically corresponds to a user extension or an email address When callers dial in to the system they can access for example a user extension or an employee s email address The Administrator creates and assigns identities If you have identities assigned they appear in the identities pane on the bottom left of the client window You can change the number of rings on an identity which determines the number of times a call rings on an extension before it is answered by the auto attendant To change the number of rings using the Identities pane 1 On the Identities pane select the Number of rings box that corresponds to the identity that you want to change 2 Select the number of rings that you want for the identity The default number of rings is 4 To edit an active service using the Identities pane 1 On the Identities pane select the active service icon B Active Service icon 2 Select Edit Active Service The service that is active on the identity opens in the Service Editor For information about editing services using the Service Editor refer to Creating Custom Call Answering Services on page 95 To locate an active service using the Identities pane 1 On the Identities pane select the active service icon B Active Service icon 2 Select Locate Active Service The Services navigation pane opens with
152. ncement plays Listen to it once or twice to pinpoint the portion of the waveform to which you want to add Position the pointer over the stop command on the toolbar so that you can stop the playback just before the part to which you want to add Use the view commands for accuracy Note the marker s position in the Position indicator at the bottom of the menu Select stop on the toolbar to stop playback on the waveform at the point where you want to add to the announcement On the toolbar select record to open the Record Audio dialog box Make sure that the audio device you want is selected In the Insert new audio text box select at the current position Select record and then record your message If you are using your telephone wait for the beep before you begin to record 619510003 1A Copyright 2009 ADTRAN Inc 151 Recording Announcements Enterprise Communications Server 10 As you record the clock runs and the red record button turns grey Lu The maximum length of a recorded announcement is 15 minutes 11 Select stop when you are finished 12 Select play to review the announcement 13 Select OK to keep the announcement 14 Select File gt Update To change the volume of a recording 1 Select the announcements folder that contains the announcement of which you want to change the volume The announcements contained in the folder are listed in the content pane 2 Double click the announcement that yo
153. ng replaces an existing one If the out of office greeting is enabled the user is prompted to turn it off or leave it on For information about managing greetings using the computer refer to Customizing your Mailbox on page 15 To manage your greetings 1 From the main menu select 4 Change mailbox options 2 From the Change mailbox options menu select 1 Manage greetings 3 From the Manage greetings options menu select one of the following e 1 external greeting e 2 internal greeting e 3 mailbox identifier e 4 out of office greeting e 0 help menu e return to previous menu The greeting status plays on or off 4 Select one of the following e 1 record e 2 listen e 3 turn on off e cancel 5 After the tone record your greeting and then press 6 Select one of the following e 1 keep the greeting e 2 record the greeting again e 3 review the greeting e cancel Lu The maximum length of a recorded greeting is 15 minutes If the Out of Office greeting is not enabled you cannot listen to the greeting You are Lu informed that no greeting is recorded 16 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Customizing your Mailbox using your Telephone Changing your password To change your password 1 From the main menu select 4 Change mailbox options 2 From the Change mailbox options menu select 2 Change p
154. ng fax cover page 1 Select the Faxes navigation bar to open the Faxes menu 2 Select the Cover Pages icon 3 Right click the cover page that you want to use You can use one of the cover pages that is included which are called FaxCoverPage 1 or FaxCoverPage 2 4 Select Duplicate to create a copy of the cover page 5 Right click the copy of the cover page 80 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Sending Faxes 6 Select Rename 7 Type a new name for the fax cover page 8 Double click the new fax cover page to open the Fax Cover Page Editor and make the changes that you want permanently replaces the original cover page template with your changed copy Li If you do not make a copy of the cover page before you make the changes the application Customizing fax cover pages using the Fax Cover Page Editor Use the Fax Cover Page Editor to customize the cover pages that you create and to change those that already exist You can design and manipulate images to give your cover pages a distinctive look according to your needs and preferences Your cover page is like a template you can use it store it change it and reuse it as often as you want You can access the Fax Cover Page Editor by creating a new fax cover page or by editing an existing fax cover page To access the Fax Cover Page Editor 1 From the UC client select the Faxes navigation bar to open the Faxes menu 2 To
155. nnouncements are outgoing recorded messages that play to callers Announcements apply to trunk lines and are managed by the network administrator Assisted Transfer An option that allows the call recipient to accept or deny a call based on the caller s recorded name Caller A caller is a person who initiates an incoming call Call Park Pickup A type of hold that allows a user to park a caller on hold so that another user on the system can pick up the call on another telephone Call Transfer Have your calls transferred to an operator to another number or to a different extension using the Call Transfer element in your service Note that your workplace must have Call Transfer from your telephone service provider or PBX to be able to use the Call Transfer element Contacts Contacts are individuals from whom you receive calls email messages or faxes They are entered in the Contacts database in Microsoft Outlook Cover Page Editor The Cover Page Editor is the tool you use to create and design fax cover pages 619510003 1A Copyright 2009 ADTRAN Inc 193 Appendix A Glossary Enterprise Communications Server DTMF Dual tone multi frequency tones are also known as touchtone dialing Fax on demand Fax on demand allows callers to dial in and retrieve a fax document completely unattended The caller follows instructions to select the desired document and the UC server automatically transmits it The administrator se
156. ntacting ADTRAN Technical Support then you will need to enter the service code number over the phone so have the number ready when you call The service contract type and expiry date are available for your information To access the NetVanta UC Server product and service information From the UC server select Help gt About UC Client Alternatively select the button on the toolbar 619510003 1A Copyright 2009 ADTRAN Inc 191 Accessing Technical Support Enterprise Communications Server 192 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Appendix A Glossary Appendix A Glossary Account Codes An account code is a specified set of digits that the caller must enter after completing the dialing pattern Account codes represent an accounting category for example expenditures revenues or salaries They are also used to ensure security because a caller who does not have an account code cannot access specified information Use account codes to allow long distance dialing in which the telephone company applies the long distance charges to your account code Active Message Delivery Active Message Delivery is a feature of the UC server The UC server calls you to deliver your messages It informs you of a new message and asks you to enter your password to review the message Active Service Your active service is the service that is currently enabled and answering your calls Announcements A
157. ntegrated with Microsoft Outlook so that all your messages appear in the same inbox Here is what an Outlook inbox looks like anew SIT X fonc Reply to al G romard A sendineceive Ben B 2 G e gt laama S Outlook Shortcuts BILS Ca ZA tinle lalFrom Subject Received 1 2 Su J OBJECTWORL Fax message from OBJECTWORLD INC 7708448 Wed 6 20 2001 1 Inbox 13 DISTRIBUTEL Fax message from DISTRIBUTEL 2377995 Wed 6 20 2001 1 6 Yoice message from Wed 6 20 2001 1 CA Elizabeth Jones JULY 25 GET TOGETHER Wed 6 20 2001 1 C2 Jose Gonzales Change of Address Notification Wed 6 20 2001 1 Deleted Items John Smith BUSINESS PROPOSAL Wed 6 20 2001 1 g lt Elitia C Home Conference Call Information Wed 6 20 2001 1 M essag e ICO n S d 0 2665519 Voice message from 2665519 2665519 Wed 6 20 2001 1 Reine G INFORMATION REQUESTED Wed 6 20 2001 1 0 OBJECTWORL Voice message from OBJECTWORLD INC 7709998 Wed 6 20 2001 1 Complete Res Complete Results 3 Point Blank Linking Formulas Mon 6 18 2001 1 sysdeliv esp FedEx shipment 790078030409 Fri 6 15 2001 11 bargain book Amazon com Delivers Bargain Books Thu 6 14 2001 7 x This item contains active content that cannot be displayed in the preview pane Open the item to read its contents My Shortcuts Other Shortcuts 13 Items 13 Unread You are already familiar with email messages and how to man
158. o delete 2 Press Delete To draw a line 1 Select the Lock selector tool 2 Select the Line tool 3 Select on the canvas where you want the line to begin and drag to draw the line 4 Release the mouse button to create the line 5 Select anywhere on the canvas to cancel the selection To change or reposition a line 1 Select the line that you want to change to select it 2 Do either of the following To shorten or extend the line select one of the boxes at the end of the line and then drag as desired e To reposition a line on the canvas select the line and drag it to a new position 3 Select anywhere on the canvas to cancel the selection To delete a line 1 Select the line you want to delete to select it 2 Press Delete To insert text 1 Select the Lock selector tool Select the Text tool Select where you want to insert the text ges 2 AES Drag down and to the right A dotted text box appears on the canvas 86 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Sending Faxes 5 Type the text that you want to insert Choose the font size and style commands on the toolbar to change the text To insert text in a text box 1 Select the lock selector tool 2 Select the text tool oS Select where you want to insert the text box and then drag to the right and down A dotted text box appears on the canvas Select Format gt Line Fill and Color to open the
159. o open the Select Cover Page box Select the fax cover page that you want to include Select Select The name of the fax cover page appears in the Select cover page text box Soa SS p In the Fax Cover Page Details box type information about the fax recipient the subject of the fax and comments that you want to include on the cover page You can use a combination of typed text and dynamic values Refer to Selecting values within elements using the value selector on page 108 to select dynamic values for the cover page information 6 Select OK 619510003 1A Copyright 2009 ADTRAN Inc 125 Using Standard Elements Enterprise Communications Server To send faxes in your mailbox using a Send Fax element 1 From the Send list select one of the following e Latest Fax in Mailbox e All Faxes in Mailbox e All Unread Faxes in Mailbox 2 Follow all the steps in To specify a fax number for the Send Fax element on page 125 3 Ifyou want to include a cover page follow all the steps in To include a cover page for the Send Fax element on page 125 4 From the From list select the mailbox from which you want to send the fax Called Extension refers to the identity originally called Selected Extension refers to the identity selected in the last successful Select Extension element in the service If there was none or the last one failed it defaults to be the same as the Called Extension Receive Fax element Your Persona
160. o the location where you want to save the file locally and select Save To save a fax message to a folder as a PDF file 1 2 Double click a fax message Select on the Save as PDE icon in the fax control TAY Save as PDF 3 In the file name box type a name for the message 52 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Managing Messages in the Mailboxes Menu in the NetVanta UC client 4 Inthe Save in list choose a location where you want to save the file 5 Select Save Archiving messages You can save voice and fax messages in an archive directory on the hard drive To archive a message 1 Create a directory where you want to archive voice and fax messages 2 Drag the voice or fax message that you want from the content pane of the Mailboxes menu to the directory that you created The message is automatically copied to the directory 619510003 1A Copyright 2009 ADTRAN Inc 53 Managing Messages in the Mailboxes Menu in the NetVanta UC clientEnterprise Communications Server 54 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Using SIP Telephones 6 Using SIP Telephones This chapter presents the basics of using SIP telephones and includes the following topics e Overview on page 55 e Customizing your Phone on page 55 e Using SIP Phones on page 57 Overview The SIP solution provides extensive telephone features includin
161. ociated with a specific row value the associated row becomes the current row and the element exits through the Source element connector pin Ifthe caller presses 8 the prompts are repeated e Ifthe caller presses 0 the same prompt for the first group of rows is repeated Ifthere are more than six rows and the caller presses 9 the element prompts with Press 1 for lt value gt as before but the values are now taken from the next group of rows This prompt is followed by Press 7 for previous choices and the other prompts as noted above Pressing 7 causes the prompt for the previous group of rows to be played The process continues until the caller selects a specific row The caller uses the 7 and 9 keys to move backwards and forwards through the set of rows Caller prompts Key Pressed Results 0 The prompt for the first row set is played 1 6 This selects the associated row value and becomes the current row The element exits through the Source element connector pin 7 If there are previous row sets the prompt is played for the previous six rows 8 The previous prompt is replayed 9 If there are more rows the prompt is played for the next six rows or less 172 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Importing and Exporting 13 Importing and Exporting This chapter explains how to use the Import Export Wizard and covers the following topics e Overview on page 173 e Startin
162. of your announcement As you play an announcement using the audio commands the vertical announcement Marker moves across the viewing pane from left to right so that you can identify the exact location of different parts of your recording You can edit any part of your announcement by manipulating the waveform and using the audio commands You can also remove parts of the message that are no longer required The Text area allows you to type your announcement before recording it You can read the message from the menu while recording to help you eliminate pauses in your announcement The Toolbar contains visual shortcuts to the most frequently used menu items Hold the pointer over a button to show the tool tips The toolbar contains View Select and Process commands as well as standard Audio commands found on most applications Creating and recording announcements To create an announcement 1 Select the folder where you want to store your new announcement The folder s contents are listed in the content pane 2 Right click anywhere in the content pane Demonstration Services Female Voice a Male voice Announcements Folders 3 Select New gt Announcement A new announcement is added to the list in the content pane The announcement icon denotes the new announcement 4 Type a name for the announcement To record an announcement 1 Create an announcement and give it a name by following all the steps in To crea
163. on This element affects only call flow control Callers do not hear anything or perform an action In the Repeat up to text box enter the number of times you want a connection to be followed Once the loop counter is encountered the number of times you have specified the call follows the When finished connection All loop counters are reset at the beginning of each call Text To Speech element The Text to Speech element allows users to convert text to speech The supplied text is spoken to callers by the Text to Speech engine You can use this element when you prefer not to make audio recordings Type the text manually or use the Value Selector to specify a dynamic value for the text Su Text To Speech 1 a 2 Text to say Stop when key pressed Play entire message Text To Speech element For more information refer to Selecting values within elements using the value selector on page 238 You can also use a combination of typed text and selected values Gather Digits element The Gather Digits element allows the caller to enter digits on the telephone keypad that are compared to a Compare Data element in the same service The Gather Digits element is typically used with an element that plays audio such as the Play Announcement element to give the caller instructions When the UC server has gathered the specified number of digits the caller moves to the connected element If no digits are gathered the ca
164. onnector pin e Ifyou enable the On Single Digit check box the call exits that connector pin when the caller enters only one digit or the call times out after one digit is entered e Ifany other condition exists such as the inability to access a Data Source such as an external database or internal User Data Table then the call exits the Otherwise connector pin Sorting data rows A Dial for Data element can fetch more than one row depending on the number of rows in the source the filter conditions and the field the user will select on When one or more rows are fetched a reference to a field by another element is always a reference to the field s value in the first row in the set of rows fetched e When only one row is fetched the first row is the single row that was fetched e When multiple rows are fetched which row is first depends on whether a sort order was defined by the Administrator If no sort order was defined then the order of the rows is determined by the data source and you should not make any assumptions about the order If a sort order is defined the first row is the first row in the sort order specified However if the sort field contains duplicate values the order of rows with the same sort value is determined by the data source and you should not make any assumptions about the order 166 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Using Database Elements For example
165. or dynamic database value The name and icon of the document or value appear in the Fax document to send list To preview a fax document that you selected select the button in the Fax document Lu to send section The preview fax button works only with a real fax not a database reference To select a fax cover page to accompany the fax document for a Fax on demand element 1 On the Fax on demand element enable the Include cover page check box 2 Inthe Fax Cover Page Details dialog box select the Browse button Es Browse button 3 Select a fax cover page 4 Select Select The cover page title appears in the Select cover page file text box of the Select Cover Page dialog box 5 Inthe Subject and Comments text boxes type information that you want to include on the fax cover page 6 Ifyou want to include dynamic information in the Subject and Comments text boxes use the Value Selectors the Fax on demand element o You can include both text and value information in the Subject and Comments boxes of 7 Select OK 619510003 1A Copyright 2009 ADTRAN Inc 129 Using Advanced Elements Enterprise Communications Server Using Advanced Elements 130 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Using Advanced Elements Select the Advanced tab on the tool palette to view the advanced elements A brief description is provided for each element that is available
166. ord button turns grey 8 Select stop when you have finished If you used your telephone you can also press the Release button on the phone to end the recording 9 Select play to hear the greeting 26 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Customizing your Mailbox using your Computer 10 Select OK to keep the greeting The contact to receive your one time message appears in the One time Messages content pane Any other contacts that you record a one time message for are added to this list To change a one time message for a contact 1 In the One time messages content pane select the contact for the one time message that you want to change 2 Select Change 3 Follow steps 4 to 10 of To create a one time message for a contact on page 26 4 Select Done when you are finished changing the message To delete a one time message 1 Inthe One time messages content pane select the contact whose one time message you want to delete 2 Select Delete 3 Select Yes to confirm the deletion 619510003 1A Copyright 2009 ADTRAN Inc 27 Customizing your Mailbox using your Computer Enterprise Communications Server 28 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Customizing Incoming Call Options 3 Customizing Incoming Call Options Overview This section explains how to manage identities This section covers the following topics e Ma
167. ore UC client FaxForm installed on your NetVanta UC client See your system administrator for more information To print a fax message 1 Select the fax message that you want to print 2 Select File gt Print To save a fax message 1 Select the fax message that you want to save Select File gt Save as TIF file In the File name text box type a name for the message From the Save in list choose a location for the saved file fet ae ee a Select Save To save a fax message as a PDF Ty Save as PDF File icon 1 Double click the fax message that you want to save The NetVanta UC client FaxForm opens 2 Select File gt Save as PDF file or select the Save as PDF File icon on the toolbar 619510003 1A Copyright 2009 ADTRAN Inc 43 Managing Messages in Microsoft Outlook Enterprise Communications Server 3 Inthe File name text box type a name for the message 4 From the Save in list choose a location for the saved file 5 Select Save To delete a fax message from your inbox 1 Select the fax message that you want to delete 2 Select the Delete icon x Delete icon By default Outlook deletes the voice message from the inbox and puts it in the Deleted Items folder in Outlook To move a fax message to a folder 1 Select the fax message that you want to move 2 Drag the message to the Outlook folder where you want to move it Outlook folders appear in the folder list of your inbox To forward a f
168. orm callers of your business hours explain menu options or provide instructions about how to leave messages or request information by fax 0 u cin l i zj aar CES n gt 2 amp sam win tes thong Navigation pane Content pane Preview pane SST The navigation pane presents folders used to store announcements Select a folder to view its contents in the content pane Below the content pane is the preview pane Select an announcement to view its waveform representation in the preview pane A variety of convenient prerecorded announcements are available You can also create custom announcements using the Audio Editor Using Prerecorded Announcements Male and female versions of prerecorded announcements are supplied with the application They are stored in the Male Voice and Female Voice folders on the navigation pane of the Announcements menu For information about sharing prerecorded announcements refer to Importing and Exporting on page 173 619510003 1A Copyright 2009 ADTRAN Inc 143 Using Prerecorded Announcements Enterprise Communications Server Some of the elements that you use to build services include a Browse button that allows you to select an announcement to be played at that point in the call flow Before selecting the announcements you want to play while the service runs you can preview them in the Announcements menu
169. ormation for the recipient must include an email address if you want the message to be forwarded successfully If the recipient is not internal or is not included on your contacts list with an email address then type the recipient s email address in the To text box 7 Select File gt Send Managing Messages in Lotus Notes The UC Server integrates with Lotus Notes through an IMAP compliant email server With administrator and user mailboxes and passwords the UC Server puts voice and fax messages into the appropriate mailbox Lotus Notes users can view voice messages in their inbox and can play voice messages through either a computer sound card or over the telephone Lotus Notes users can also view fax messages without opening additional programs Launching Lotus Notes When you launch the Lotus Notes client it attempts to connect to the UC Server At the first attempt you are prompted for the location of the UC Server 619510003 1A Copyright 2009 ADTRAN Inc 45 Managing Messages in Lotus Notes Enterprise Communications Server To launch Lotus Notes with the UC Server the first time 1 Launch Lotus Notes 2 Inthe Server Name box select the machine name or IP address of the UC Server 3 Enable the Save as default check box to automatically select the server the next time you launch Lotus Notes 4 Select OK 5 Type your user name in the User name box In most cases the user name is your mailbox number 6 Type yo
170. ouncements from the set of announcements that belong to the user profile in the user context Database values come from a data source element and are not affected directly by user context If you specify Called Extension the greeting is fetched from the user profile in the user context Too many athempts Menu element Temporary recordings are created using the Record Announcement element to record the audio for a specific temporary recording after a service has started which is discarded after the service ends For more information on temporary recordings refer to Allowing callers to make temporary recordings within a service on page 109 Callers are allowed to try only three times to select from the menu If they make another attempt they follow the Too many attempts connector pin When callers press a selection key they move through the connector pin to the next element depending on their choice When you are finished setting selection keys you can connect an element for each selection key that you set To set selection keys on a Menu element 1 Inthe first On list box select the number that you want The number one appears by default 2 Select Add to add an On list box for setting additional keys The UC server enters the key in numerical sequence You can also select a key from the list You can set a maximum of 12 keys Keys range from one to nine then include zero and 3 To delete a selection
171. oups standard advanced and database Each group has its own tab To access database information the system must be licensed for database integration If Lu you are not licensed for database integration the Database tab is unavailable For more information refer to Using Database Elements on page 163 For some of the standard elements such as Transfer callers Deliver messages Pager notification Fax on demand and the Fax Wizard you can specify an account code An account code is a specified set of digits that the caller must enter after completing the dialing pattern Account codes represent an accounting category for example expenditures revenues or salaries They are also used to ensure security so that a caller who does not have an account code cannot access specified information You can use account codes to allow long distance dialing in which the telephone company applies the long distance charges to your account code You can set a default account code that applies to any service If the administrator has enabled the use of account codes you can specify the account that you want callers to use User context and service elements When you start a service it begins by operating in the context of the user who owns the identity for example the extension that received the call The different service elements access mailboxes and objects that are related to this user context You can change the user context by modifying th
172. plication to a pager number Send Email element on page 21 Allows you to be notified by email when a caller moves successfully through the Send Email element Send Fax element on page 23 Allows you to send a list of faxes Receive Fax element on page 24 Receives a fax and puts it in a mailbox x on demand element on page 27 Captures a caller s number and faxes the selected document to a caller Hang up element The Hang up element terminates the current incoming call If a call is present this element hangs up The same result occurs if a call flow leads to an unconnected connector pin aa Hang up element Play One time Message element Including the Play One time Message element in a service allows you to leave a personalized message for 619510003 1A Copyright 2009 ADTRAN Inc 111 Using Standard Elements Enterprise Communications Server a specific caller Once a message has played the call flow follows the Message played connection Calls Play One time ms Message 1 No message for current caller Message played Stop when key pressed C Play entire message Play One time Message element for which there is no customized message follow the No message for current caller connection Enable the Stop when key pressed button to stop the message when the caller presses a key Enable the Play entire message button to make sure that the caller listens
173. position is used by the person who answers the parked call For example if you enter 1234 then the call is parked at 1234 and can be picked up at 1234 4 Press DIAL The call is removed from the hold position and put in the park position To answer a parked call 1 Typically a company announcement informs you that a call is on hold for you 2 Dial 98 The system prompts you for the park hold position 3 Dial the number of the park hold position The system disconnects the current call and presents a new call 4 Answer the new call to speak to the parked caller If nobody answers the parked call the call rings the extension that originally put the call LA on system park Working with call queues Call queuing allows incoming calls to be distributed to an individual within a specified group of agents The feature is useful for companies that handle a lot of incoming phone calls and where the caller is not trying to reach a specific individual but wants to talk to a member of an agent group such as a salesperson as quickly as possible Call queuing allows callers to remain in a queue while they wait for their call to be answered by the appropriate agent Lu The total number of simultaneous calls that can be queued in the system is 64 619510003 1A Copyright 2009 ADTRAN Inc 61 Using SIP Phones Enterprise Communications Server The agent is typically associated with a particular area of expertise for example
174. r A prena E Compare Phone Numbers gt S Flow Control element Phone Numbers For more information refer to Selecting values within elements using the value selector on page 108 For information about contact address book synchronization refer to Synchronizing contacts on page 108 The UC server compares the numbers of incoming calls with those included in the list e Ifthe numbers match the call is routed to the subsequent element that you specify Ifthe numbers do not match the call moves to the element connected to the Otherwise connector pin To set call flow according to an unknown phone number category 1 On the Flow Control element in the Compare list select Phone Numbers Select the Value Selector arrow Select Contacts gt Unknown me oh Select one of the following categories e Unknown Number e Private Blocked Number e Out of area Number 116 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Using Standard Elements To enter a phone number manually 1 On the Flow Control element in the Compare list select Phone Numbers 2 Select the telephone icon to open the Enter Phone Number dialog box 3 Type the phone number that you want in the Telephone number box and select OK Lu You can also enter a phone number by right clicking the blank box and selecting New Routing incoming calls based on times and days Compare rimes bed IV Mon V T
175. r s voicemail 1 During an active call begin a blind transfer which puts the caller on hold The steps to perform a blind transfer vary depending on the type of phone you are using For more information refer to the user documentation for your phone 2 Enter 86 lt Destination mailbox number gt 3 Press Send or Dial depending on the phone type you are using To perform a supervised transfer to another user s voicemail 1 During an active call begin a supervised transfer which puts the caller on consultation hold The steps to perform a supervised transfer vary depending on the type of phone you are using For more information refer to the user documentation for your phone 2 Enter 86 lt Destination mailbox number gt 3 Press Send or Dial depending on the phone type you are using 4 To complete the transfer press the Transfer key again To leave a message directly in a recipient s mailbox 1 Enter 86 lt Destination mailbox number gt 2 Press Send or Dial Using the NetVanta UC Server conference bridge The UC server has the ability to support a limited sized conference bridge application The number of participants is limited to the number of licenses available however additional conference expansion licenses can be purchased See your system administrator for more details You can use your SIP phone during the conference to access several options such as muting or adding participants Any lone user in
176. r Data Source Selector allows you to specify the following e data source optional filter condition for example a value e Select On field When a caller encounters the Dial for Data element the element selects the records from the source that match the filter condition it fetches all the records if no filter condition is specified Then the element prompts the caller to enter the value for the Select On field A search using the Dial for Data element ignores blanks and special characters The default search criteria include only alphabetic characters If you 619510003 1A Copyright 2009 ADTRAN Inc 165 Using Database Elements Enterprise Communications Server specify Allow numbers numeric characters are also included in the search g i for Data 1 Source P Allow numbers One row fetched Many rows fetched No rows fetched J On single digit Otherwise Dial for Data element The letters Q and Z appear on different keys on different phones The Dial for Data Lu element works whether the letter O corresponds to the 0 or the 7 key and whether the letter Z corresponds to the 0 or the 9 key Dialing for Data results e Ifthe Dial for Data element fetches one row the call exits from the One row fetched connector pin If the Dial for Data element fetches more than one row then the call exits from the Many rows fetched connector pin e Ifno data rows are fetched then the call exits the No rows fetched c
177. r of the following and then select Next e All logs exports all call logs Date range exports call logs from within a range of dates that you specify Select the file type for the call log that you want to export Do either of the following and then select Next e Type a location for the file in the Save exported file as box e Select Browse to find a location for the file If you want to save the configuration type a name in the box Select Next to export the log Select Close ore View the call log files using the appropriate application for example Microsoft Excel Troubleshooting warning log entries The following is a list of potential warnings that may be noted in the System Errors and Warning logs To troubleshoot a warning locate the log entry below and note the possible causes of and solutions for the warning ore Not all errors and warnings necessarily require action 190 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Log Entry System did not receive Caller ID information from the modem and hence could not transmit it to your pager Ensure that your phone rings at least twice Accessing Documentation and Training Possible Causes and Solutions Verify that Caller ID is available when attempting to send a pager notification which includes sending the Caller ID before answering otherwise you will not receive Caller ID information Failed
178. ransferred to an extension please dial the extension number now Lu This feature works correctly only if it is enabled by the system administrator To dial an operator While listening to a greeting press the operator key By default the operator key is 0 Li The operator key can be configured by the system administrator It might be a key other than 0 38 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Managing Messages using your Computer 5 Managing Messages using your Computer This chapter explains how the UC Server works with Microsoft Outlook Lotus Notes and an integrated messaging client to provide a unified communications solution The chapter covers the following topics e Overview on page 39 Managing Messages in Microsoft Outlook on page 39 e Managing Messages in Lotus Notes on page 45 Managing Messages in the Mailboxes Menu in the NetVanta UC client on page 51 Overview The UC Server works with Microsoft Exchange Lotus Notes an integrated messaging client using the Mailboxes menu in the UC Server and other IMAP compliant email systems to provide users with a single storage and access point for voice fax and email messages Users can retrieve and manage messages either over the telephone or directly from the desktop This chapter explains how to retrieve and manage messages from your desktop Managing Messages in Microsoft Outlook The UC Server can be i
179. rding 3 Stops recording plays the recorded audio to the caller and then prompts the caller with the menu options Record again 2 Stops recording discards the current recorded audio sends a voicemail prompt tone to the caller and allows the caller to start recording again The caller must press a telephone key to stop the recording Keep the recording cancel 1 Stops recording keeps the recorded audio and the call flow proceeds Recording an announcement Select the Announcement option for use with an audio information service The caller is prompted to make a recording Otherwise you can select a prerecorded announcement for use with this element The Greeting for mailbox option allows you to change the specified greeting from a remote location You do not need to specify the mailbox from which the greeting is played Your system administrator does this To enable callers to change a specified announcement using a remote telephone 1 Enable the Specific button 2 Select the Value Selector arrow select Announcements and select the recording that you want The name of the announcement appears in the Specific text box 132 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Using Advanced Elements Recording a greeting To enable callers to change a specified extension or user greeting using a remote telephone 1 Enable the Specific button Select the Value Selector arrow select Greetings and selec
180. reeting 619510003 1A Copyright 2009 ADTRAN Inc 23 Customizing your Mailbox using your Computer Enterprise Communications Server 11 Select Yes to update the greeting and return to the Greeting Management pane Lu The maximum length of a recorded greeting is 15 minutes To edit a greeting using the Audio Editor 1 From the Available Greetings list select the greeting that you want to edit 2 Make sure that the audio device you want is selected x 3 Select the advanced button to open the Audio Editor Advanced button In the text area of the Audio Editor you can type the greeting that you want to record This is useful to eliminate pauses when you are recording 4 Select the position or area of the waveform that you want to edit 5 Select record to open the Record Audio box 6 From the Insert new audio list select one of the following e In place of the current selection teplaces the selected area with the new recording e After the current selection e Before the current selection e At the current position trecords from the marker s position on the waveform from the beginning if you did not make a selection At the beginning records from the beginning At the end tecords from the end of the current greeting e Replace all replaces the current greeting with the new greeting 7 Select record and record the greeting 8 Select stop when you are finished recording 9 Select
181. represents a voice message event for example a voice message a sent from a UC server user to another user Pager access represents events in which UC server users send or receive a page Message delivered Voicemail access represents user voicemail access for example users accessing their own mailbox to receive voice messages Log entry Managing logs To get the Logs menu select the Logs navigation bar You can retrieve and view remove and archive logs You can rename and delete log archives and export a call log using the Import Export wizard To retrieve and view a log 1 Double click the log folder that you want to view The contents of the log are displayed in the content pane When a log folder is open its icon appears as an open book Closed log folder Open log folder 2 Use the vertical scroll arrows to view the list of log entries 3 Select a log entry to view information about it in the details pane To remove old log entries 1 Right click anywhere in the content pane 2 Select Clear log 188 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Using the NetVanta UC Server Logs 3 Select one of the following e Everything e Entries created before today e Entries created before the beginning of the month e Entries created before a specific date If there are unacknowledged errors or warnings you cannot archive or clear log items You must
182. rint options that you want 3 Select OK To save the audio component of a voice message 1 Select File gt Save As In the File name text box type a name for the message From the Save In list choose a location for the saved file ee Select Save 619510003 1A Copyright 2009 ADTRAN Inc 41 Managing Messages in Microsoft Outlook Enterprise Communications Server To delete a voice message from the inbox 1 Select the voice message that you want to delete 2 Select the Delete icon x Delete icon By default Outlook deletes the voice message from the inbox and puts it in the Deleted Items folder in Outlook To move a voice message to a different Outlook folder 1 Select the voice message that you want to move 2 Drag the message to the Outlook folder where you want to move the message Outlook folders appear in the folder list of your inbox To forward a voice message 1 Select the Forward message icon oE Forward message icon The following window opens Voice message from Jeff 2271 CallAttendant VoiceForm 10 x File View Actions Audio PlayBack Help e a Sax es mu4sripm mar From Jeff Sent 4 21 2006 9 24 05 AM To Caroline Ce Subject Voice message from Jeff 2271 Wave form eee CS ES D CU AUS eo CE EE Attachment name Message wav Date Time Received 4 21 2006 9 24 01 AM Te t Caller ID Name Jeff E Caller ID Number 2271
183. rs to make temporary recordings within a service on page 109 e Ifsome rows are updated successfully the caller exits the regular connector pin Ifsome rows are not updated the caller exits the No rows updated connector pin If any other condition exists the caller exits the Otherwise connector pin To specify field assignments for the Update Data element 1 Use the data source selector arrow to specify the data source that you want Select the Add button on the Update Data element to add a Field Assignment to the list Select the Field column to obtain a drop down list Select a field from the list Select the New Value column to specify a value for the field Type a new value or select the value selector arrow in the blank new value box Select anywhere outside the new value box GO SAC ey Se i Repeat steps 2 to 7 to add more fields to the Field Assignments list Make sure that you specify the filter condition correctly For example no filter condition UT means that all rows are updated using the specified assignments 619510003 1A Copyright 2009 ADTRAN Inc 169 Using Database Elements Enterprise Communications Server Move Current Row element Move Current a Row 1 Source element z Move current row to the Move Current Row element When using the Fetch Data element on page 164 or Dial for Data element on page 165 a set of rows are fetched from the database The Move Curr
184. rt 613 599 9698 Port Name The name of the port the call is using UC server Trunk Name The name of the trunk the call is using Admin Trunk 1 Current Date Time A UC server Text Value containing the current date and time Format depends on the location of the computer but is typically December 25 2006 12 02 PM Matched Contact Name The caller is matched to the called party s contacts This is a UC server Text Value containing the contact display name or blank if no match Sharon Allen Next Unique Id A UC server Text Value containing a globally unique string 36 characters long This value can be referenced only using the Add Data element and is used to assign a unique value to a database field The Add Data element is typically followed by a Fetch Data element accessing the same table and using the Last Unique Id value to fetch the record just added Do not depend on the specific format of these unique values Although the actual format is not important it is typically the following 0E49D111 55AC 4794 9361 1B7320D694BD Last Unique Id A UC server Text Value containing the most recent unique string generated by Next Unique Id Refer to Next Unique Id 162 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Using Database Elements Using Database Elements Ry To access database information the system must be
185. rvice Inthe content pane select the service that you want to preview If the service is in the cache it appears immediately in the preview pane Otherwise select the Download button in the preview pane to get the preview OB cat Recording by Caling Number OB rere Sates 010 T OB Copy of Delas Trunk Service 28 OB cet ot Person ato sttendart 1B Rosa Persons Dness Asset art Navigation pane Content pane Preview pane To activate a service on your extension 1 Right click the service that you want to activate and select Activate Service 2 Enable the extensions that you want to activate the service on and select OK Lu The service must already be created and validated before activating it 619510003 1A Copyright 2009 ADTRAN Inc 97 Managing Services Enterprise Communications Server La Once you have activated a service on your extension you cannot deactivate that service To change the service activate another service on your extension To rename a service 1 Right click the service that you want to rename Select Rename Type the new name for the service E lt gt D Select the icon next to the service name to make the change To copy a service 1 Right click the service that you want to copy 2 Select Duplicate The copy of the service appears in the content pane with the words Copy of before its name 3 Rename the copy of the service by following al
186. rvice design a message box appears with information about the changes that you need to make To validate a service 1 On the toolbar select the check mark X EBA Check mark 2 Ifthe Service Editor message informs you that the service is valid select OK Otherwise follow the Service Editor s suggestions about how to change your service to make it valid 619510003 1A Copyright 2009 ADTRAN Inc 105 Troubleshooting Services Enterprise Communications Server Troubleshooting Services If you are having trouble running services note that particular issues may be noted in the log files The following is a list of potential service warnings that may be noted in the System Errors and Warning logs To troubleshoot a warning locate the log entry below and note the possible causes of and solutions for the warning LA Not all errors and warnings necessarily require action For more information on logs refer to Using the NetVanta UC Server Logs on page 185 To view service warning logs 1 Select the Logs navigation bar to open the Logs menu All logs are presented in the Content menu 2 Ifthe logs are not already sorted into categories then double click the Logs folder 3 Select System Errors and Warnings to view the logs in that category 4 Verify whether either of the following entries appear Log Entry Possible Causes and Solutions Failed to update s s database There was a problem communicating with the database de
187. ry depending on each Fax on demand service that you set up Instead you insert labels for the information using the Fax Cover Page Editor A field is created on the canvas for each of the labels you insert To Label Recipient s Name Fel When a fax is transmitted the UC server captures the fax number and associated name then inserts the information as content in the field following the appropriate label on the cover page When designing the cover page you can edit a label s font style and content For example you can change the fax label so that it appears as facsimile number However you cannot change the actual content that is associated with the field This is because the content information is captured when a caller initiates a fax request using a service element 82 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server The recipient information labels that you can insert include Name e Fax number e Company e Street Address e City e State Province e Zip Postal Code e Country e Title e Department e Office location e Home telephone number e Office telephone number The sender information labels that you can insert include e Name e Fax number e Company e Address e Title e Department e Office location e Home telephone number e Office telephone number The message information labels that you can insert include e Note e Subject e Date
188. s Standard Advanced and Database element tabs You can dock the Tool Palette to either side of the window To access database information the system must be licensed for database integration If ore you are not licensed for database integration the Database tab in the Service Editor is unavailable The canvas is the design area All elements and links are shown here Each element performs a separate function within the call flow Connections between elements are referred to as links and they define the call flow To view an element Drag an element from the tool palette to the canvas The element is automatically positioned in the top left corner Each Element has an icon title area T bar control help button and a connector pin associated with it Some elements have more than one connector pin depending on their function Called Extension M Play status message Add Menu Item The Icon is a visual representation of the element type In the Title area you can type a description of the element s function The T bar control displays the properties associated with the element To save canvas space select the T bar control to collapse the element as needed To restore information about a collapsed element select its T bar control The three modes of display are illustrated below Open element Collapsed element Icon only Voice Mail E pen a Mailbox Called Extension M Play
189. s a list of your announcement folders Play Announcement 1 2l Play 2i elz 04 My New Announcemer gt Greeting type z Stop when key pressed C Play entire message Play Announcement element 5 Double click the prerecorded announcement folder that you want to open The folder s announcements are listed 6 Double click the announcement that you want to select for the element in your call flow The title of the announcement appears in the text area of the element Recording Announcements or Use the Go back arrow on the Play Announcement dialog box to return to the previous folder Recording Announcements You can create custom announcements to be played on your extension These announcements can also be copied renamed or deleted according to your needs Custom announcements are created using the Audio Editor shown below Toolbar __ Viewing pane Marker _ 4 After The Tone wav UC Client Audio Editor f loj x File Edit View Command Process PlayBack Tools Help ao imex ma wale mle AAA CHG MPM Text area i Ready Connected as Sharon Doe Position 0 00 007 Selection 0 00 007 to 0 01 131 7 The Audio Editor has a Viewing pane and a Text area 619510003 1A Copyright 2009 ADTRAN Inc 145 Recording Announcements Enterprise Communications Server The Viewing pane contains a waveform representation
190. s or firewall software 1 Uninstall the third party antivirus or firewall software 2 Shutdown the UC server and restart Antivirus and firewall behavior is unpredictable even after shutting down or uninstalling Solution C Uninstall all software and reinstall Wipe clean the computer hosting the server client software including the OS and reinstall Using the NetVanta UC Server Logs This section explains how to manage alert notifications of errors and warnings logging statistics and logs and the information that they record Logs record events that occur while the application is enabled on your extension Four categories of events are recorded in logs events system errors and warnings sent items and received calls You can view logs and store them for future reference track activity that takes place and troubleshoot occasional problems Using the Import Export wizard you can export call logs as a tab separated or XML based file The call log files can be used by other reporting applications to provide historical reports on voicemail activity For more information about the Import Export wizard refer to Importing and Exporting on page 173 1 _ iomar 2 LORS ARP Dh caf mae brimi Pot Mame fC Seren De caf mae SAA 480 Pat ee ee 13 2000 4 SGD Pe ted arent m kirab er The Events log tracks information related to user attempts to perform mailbox management The System Errors and Warnings log provid
191. sent Number of pages e Number of attachments To insert an information label 1 From the Insert menu choose one of the following label types e Recipient e Sender e Message In this example the choice is Recipient Sending Faxes 619510003 1A Copyright 2009 ADTRAN Inc 83 Sending Faxes Enterprise Communications Server 2 From the submenu select the label that you want The label is added to the cover page canvas It appears in a dotted rectangle A field is inserted next to the label The word recipient s identifies the field that appears in a second dotted rectangle The label name appears in bold while the word recipient s is italicized and has a bracket in front of it The label name is included as content on the cover page but the Lu word recipient s is not The application inserts the recipient name associated with a fax number when a caller initiates a fax request To reposition a label on the canvas 1 Select anywhere inside the label s dotted rectangle and then drag it to the desired position 2 Do the same with the dotted rectangle of the associated field To change the font and style of a label or field 1 Select the label or field that you want to change 2 Do any of the following Select a font from the font list Arial v e Select a point size from the size list 12 e Select a style by selecting a style button BZU You can use the familiar standard font
192. sh icon T Trash icon Transfer Call element Transfer Call element The Transfer Call element transfers calls to another number If the transfer fails the caller leaves the element through the Otherwise connector pin The UC server automatically adds a voicemail element to the Otherwise connector pin if you do not add an element You can specify an account code only if the Administrator enabled the account code feature The telephone number that you specify is subject to the outgoing call restrictions that are specified by the Administrator To specify a transfer target for the Transfer Call element 1 Inthe Transfer call to section select one of the following This number if you want to specify a number to transfer callers to The operator if you want to transfer callers to the operator 2 Ifyou selected this number do one of the following e Use the Value Selector to specify a value e Select the telephone icon and type the number where you want to transfer the caller e Right click the This number box select New and type the phone number that you want For information about selecting a dynamic value using a Value Selector refer to Selecting values within elements using the value selector on page 108 For information Lu about contact address book synchronization refer to Synchronizing contacts on page 108 120 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications
193. stribution list 1 Select the Personal folder and right click the distribution list that you want to rename and select Open 2 Type a name for the distribution list and select OK To copy a personal distribution list 1 From the Personal folder right click the distribution list that you want to copy 2 Select Duplicate To delete a personal distribution list From the Personal folder right click the distribution list that you want to delete and select Delete To record an audio identifier for a distribution list 1 Inthe content pane right click the personal distribution list for which you want to record an audio identifier and select Open 2 Inthe Audio Identifier section select the Record button 3 In the Record Identifier for box select the Record button 4 Make sure that the audio device you want is selected 5 In the Insert new audio list select replace all 6 Select record If you are using your telephone wait for the beep before you begin to record 7 Select stop when you are finished If you used your telephone you can hang up the phone or press the Release button on the phone to end the recording 8 Select play to hear the recording 9 Select OK to keep the recording 94 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Creating Custom Call Answering Services 9 Creating Custom Call Answering Services This chapter describes call answering services managing s
194. sts menu 2 Select the Personal folder 3 In the right content pane right click and select New gt Distribution List 4 Type a Name for the distribution list folder Un Type a unique number in the List Identifier box 6 If you want to record an audio identifier for the distribution list select Record and follow steps 2 to 7 in the procedure To record an audio identifier for a distribution list on page 94 7 Select OK To add a user to a distribution list 1 Select the folder that contains the user that you want to add to the list 2 Drag the user name to the distribution list folder that you want to copy it to To delete a user from a distribution list 1 Select the folder that contains the user that you want to delete from the list 2 Right click the name of the user that you want to delete and select Delete 619510003 1A Copyright 2009 ADTRAN Inc 93 Overview Enterprise Communications Server To change distribution list information 1 From the Personal folder right click the personal distribution list that you want to change and select Open 2 Inthe General Information section do either of the following e Type a new name in the Name box Type a new number in the List Identifier box 3 If you want to change the audio identifier select Record and follow steps 3 to 7 of the procedure To record an audio identifier for a distribution list on page 94 4 Select OK To rename a personal di
195. sword box type the new password Inthe Confirm new password box retype the new password The new password takes effect immediately Accessing your Mailbox for the First Time You can access your mailbox using your telephone extension or a remote telephone To access your mailbox using your telephone extension you need the UC Server access number and your default password You can obtain these from your system administrator To access your mailbox using your telephone extension 1 On your telephone keypad enter the UC Server access number 2 Enter your password followed by You are prompted to change your password or If you have already changed your password and recorded your greetings using the First time Access Wizard you can enter your password followed by 3 Follow the prompts and record your greetings If you do not record any greetings now you are not prompted to do so the next time you call in to manage your mailbox To access your mailbox using a remote telephone you need the system defined key for Lu remote mailbox management You can get this from your system administrator You must also have your extension number and password To access your mailbox using a remote telephone 1 Call your workplace number that has the UC Server as the auto attendant 2 At the prompt press the system defined key used to perform remote mailbox management 3 Enter your extension number and then your password at
196. t one of the users or Called Extension Called Extension refers to the identity originally called Selected Extension refers to the identity selected in the last successful Select Extension element in the service If there was none or the last one failed it defaults to be the same as the Called Extension Only Admin users can add a Select Extension element to a service However if an Admin Lu user shares such a service with a PBA user then the Select Extension element within that service becomes available to the PBA user The name of the greeting appears in the Specific text box 2 From the Greeting type list select one of the following greeting types e Internal Greeting e External Greeting e Out of Office Greeting e Mailbox Identifier or Put a Verify Password element before this element if you want to prevent unauthorized access Recording a temporary recording You can use the Record Announcement element to record audio in a specific temporary recording and elements like Play Announcement can be used to play the audio Temporary recordings exist only for the duration of the execution of a service That is when a service starts none of the temporary recordings exist If a caller records a temporary recording then the recording is stored in a temporary file that can be played by another element and the recording is discarded when the service ends Temporary recordings can be referenced by the following elements
197. t that you want to print and select Open to display the fax in the Fax Viewer Select File gt Print Setup to open the Print Setup dialog box Select a printer and select OK To print the first page only of a fax document 1 2 Select the Faxes navigation bar to open the Faxes menu Select the fax documents folder containing the document that you want to print The folder s contents are listed in the content pane Right click the fax document that you want to print and select Open to display the fax in the Fax Viewer Select File gt Print First Page to print the first page only of the fax Depending on how your system is configured the fax transmission report may also be printed To rename a fax document Select the Faxes navigation bar to open the Faxes menu 2 Select the fax documents folder containing the document that you want to rename The folder s contents are listed in the content pane 3 Right click the fax document that you want to rename and select Rename 4 Type anew name for the fax document 76 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Sending Faxes To copy a fax document 1 Select the Faxes navigation bar to open the Faxes menu 2 Select the fax documents folder containing the document that you want to copy The folder s contents are listed in the content pane 3 Right click the fax document that you want to copy and select Duplicate A copy of th
198. ta element in the service The Select on list contains the names of fields in the Source element with the exception of Audio or Fax fields e Ifthe Source element has exactly one row the element exits immediately through the Source element connector pin e Ifthe record set indicated by the Source does not exist the element has not been executed yet or if it has no rows then the element exits immediately through the No more rows connector pin e Ifthe caller presses an invalid key or fails to press a key within a few seconds then the last prompt is 619510003 1A Copyright 2009 ADTRAN Inc 171 Using Database Elements Enterprise Communications Server repeated If this occurs three times or if an internal error occurs then the element exits through the Otherwise connector pin Prompting callers when more than one row is returned If the Source element has more than one row using Text to Speech TTS the element prompts the callers with Press 1 for lt value 1 gt Press 2 for lt value 2 gt and so on where the values of the Select on field are from the set of rows associated with the source element The caller is prompted for up to six choices The element follows with the prompt Press 8 to repeat these choices e Ifthere are more than six rows then it prompts with Press 9 for more choices e Finally the element prompts with Press 0 to start over Caller input and results If the caller enters the number ass
199. te an announcement on page 146 2 Double click the announcement that you want to record The Audio Editor starts In the text area of the Audio Editor you can type the announcement that you want to record This is useful for eliminating pauses when you are recording 3 On the toolbar select record to open the Record Audio dialog box 4 Make sure that the audio device you want is selected 146 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Recording Announcements 5 Inthe Insert new audio box select at the beginning Select record and then record your message If you are using your telephone wait for the beep before you begin to record 6 As you record the clock runs and the red record button turns grey Lu The maximum length of a recorded announcement is 15 minutes 7 Select stop when you are finished 8 Select OK to keep the announcement 9 Select File gt Update Changing announcements You can change an announcement by deleting a part that you no longer need adding recorded audio to it or adjusting the volume Delete portions of the waveform by selecting a portion in much the same way as you select text using a word processor A number of commands allow you to change announcements The following illustrations provide details about the command icons located on the Audio Editor toolbar Audio commands Use the audio commands to play announcements position the marker in
200. the Send fax element The Faxes menu is not used for receiving faxes Incoming faxes are received and viewed through a user s mailbox for example through Microsoft Outlook Microsoft Exchange Server Lotus Notes or through an Integrated messaging client a Mailboxes navigation bar on the user s UC client or IMAP4 The UC server can always receive a fax provided adequate fax channels are available whenever a fax tone is detected Other methods of receiving faxes include e A dedicated fax number fax identity That is a Personal Fax DID direct inward dial number e A shared voice and fax number using the same identity You can also use the receive fax element in a service to customize receive fax behavior 619510003 1A Copyright 2009 ADTRAN Inc 67 Sending Faxes Enterprise Communications Server Sending Faxes You can send a fax document from another application or using the Faxes menu of the UC client When a fax document is ready to send the fax is added to the fax queue Before you send a fax you can change the user that you want to send the fax from This is useful if a user manages several mailboxes or as part of a Fax on demand element You can send a fax cover page only using Quick Fax For more information refer to Sending cover pages only using Quick Fax on page 90 Sending faxes from other applications using the ADTRAN Fax Printer You can send faxes from other applications using the ADTRAN Fax
201. the active service highlighted in the Services content pane 619510003 1A Copyright 2009 ADTRAN Inc 29 Managing Extensions and Identities Options Enterprise Communications Server To change a service using the Identities pane 1 On the Identities pane select the arrow in the services list box that corresponds to the trunk identity that you want to change 2 Select Services 3 Select the service to apply to this identity For information about services and how to build and activate them refer to Creating Custom Call Answering Services on page 95 To view the SIP Authentication Active Service icon 1 On the Identities pane select the active service icon 2 Select SIP Authentication You can view your user name and password The Administrator needs this information to assign a phone to an identity 30 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Managing Messages using your Telephone 4 Managing Messages using your Telephone This chapter covers how to manage your mailbox messages using your telephone It includes the following topics e Overview on page 31 e Accessing your Mailbox using your Telephone on page 31 Listening to Messages Remotely on page 31 Sending Messages from your Mailbox on page 33 e Caller Options on page 37 Overview You can use a local or remote telephone to log on to the system and retrieve not only voice messages but email With a sin
202. the icon next to the folder name to make the change To copy a folder 1 Inthe content pane right click the folder that you want to copy 2 Select Duplicate The copy of the folder appears in the content pane with the words Copy of before its name 3 Rename the copy of the folder 4 Select the icon next to the folder name to make the change To delete a folder 1 Right click the folder that you want to delete 2 Select Delete 3 Select Yes to confirm the deletion To store a service in a folder e Drag the service to the folder where you want to store it 619510003 1A Copyright 2009 ADTRAN Inc 99 Using the Service Editor Enterprise Communications Server Using the Service Editor To access the Service Editor From the application 1 Select the Services navigation bar to open the Services menu Services are displayed in the content pane 2 To open the Service Editor right click anywhere in the content pane In the shortcut menu select New gt Service The newly created service is listed in the content pane Double click the service and the Service Editor opens Lu Alternatively you can open the Service Editor by double clicking an existing service The Service Editor enu Dar Elle Edit View Toole Help Toolbar B 74 2 T xi gt F isita holiday Play a 2
203. the pointer over a toolbar button a description of the button s function is displayed on the status bar The coordinates at the bottom right of the status bar provide precise information about the pointer s position Inserting and changing labels and message information You can include information related to the recipient sender and message with your cover page This information can include the recipient s name and fax number your name and telephone number a subject line and short note related to the fax along with the transmission time and date for example A complete list of information options is provided below Note that you cannot insert labels with recipient information This is because recipients are callers who use the Fax on demand services that you set up Such callers are unknown to you Callers are prompted to enter their fax number when their call encounters the Fax on demand element The fax number is captured and automatically entered on the cover page The recipient s name may also be captured This is the only recipient information that appears The same is true for transmissions initiated by the Send Fax element the recipient s fax number and name will appear on the fax cover page When you create a cover page you select the type of information you want to include from the list of information options You do not enter specific sender or message content manually when designing your cover page because content will va
204. the prompt The message summary lists the number and type of messages in your mailbox Wor You can press after you enter the extension and password Pressing speeds up logging into your mailbox 619510003 1A Copyright 2009 ADTRAN Inc 13 Accessing your Mailbox for the First Time Enterprise Communications Server La Your system administrator might have set up a different behavior Contact your administrator for more information 14 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Customizing your Mailbox 2 Customizing your Mailbox Overview You can customize your mailbox such as recording greetings using either a telephone or UC Client There are other features which can only be enabled using either a telephone or UC Client such as setting up a one time message for a specific caller using UC Client For more information on customizing your mailbox and using mailbox features refer to the following sections Customizing your Mailbox using your Telephone on page 15 e Customizing your Mailbox using your Computer on page 20 Customizing your Mailbox using your Telephone You can customize your mailbox in many ways including creating greetings changing your password and changing the amount and type of information that plays about your messages You can adjust the message waiting light on your phone and you can also create distribution lists You can use your telephone to
205. the show or hide advanced options button You can limit the length of the message that can be recorded and avoid recording silence Enable the corresponding check boxes to allow callers to signal the end of their message enable a beep before recording and enable review message menu To limit the length of a recorded message Type a number of seconds in the Record for at most text box Callers cannot leave a message that lasts longer than the time limit that you specify To avoid recording silence 1 Enable the Stop recording after check box 2 Type a number of seconds in the text box La If you set the number of seconds of silence too low callers might be cut off while pausing between phrases or speaking quietly 134 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Using Advanced Elements To set Take Message specifications Enable any of the following check boxes Stop when key pressed callers proceed to the next element after they press a key e Beep before recording e Review message menu Take Message element The Take Message element records an incoming message Called Extension refers to the identity originally called Selected Extension refers to the identity selected in the last successful Select Extension element in the service If there was none or the last one failed it defaults to be the same as the Called Extension This Take Message 1 pre 2 Cated Extension
206. tions Server 196 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Appendix B Installing the NetVanta UC Client Application Appendix B Installing the NetVanta UC Client Application To install the application 1 Po dR S S 10 11 Insert the NetVanta UC Client CD ROM into the CD ROM drive of the user s computer On the desktop select My Computer Double click the CD ROM drive icon to start the auto run utility Select Install UC Client Double click Setup to open the Welcome menu Select Next Read the Software License Agreement menu carefully If you accept the agreement select Yes to open the Choose Destination Location menu The default destination folder is C UC client Select Next to open the SetupType menu The default setup is Typical Select Next to open the Select Program folder menu The default program folder is ADTRAN UC client Select Next Wait while the program files are copied to your computer The Setup Complete menu appears when the UC client application is installed Select Finish 619510003 1A Copyright 2009 ADTRAN Inc 197
207. ts up fax on demand services on trunk lines Greetings Users can record three types of standard greetings an identifier an internal greeting and an external greeting The identifier states the user s name The internal greeting is played to internal callers while external callers making incoming calls hear the external greeting Identities Any dialable string of numbers such as an extension or email address that reaches a specific user is an identity A user profile can have several identities Integrated Messaging If Integrated Messaging is enabled for a user then a Mailboxes navigation bar is added to the user s UC client The user can then manage their voice and fax messages visually through the Inbox and Sent Items folders in the UC client Logs Logs are records of activity within the UC server The UC server logs all events and provides information on Errors and Warnings Received Calls Sent Items and Events One time Message A One time Message is a message that you record for an expected caller The message is caller specific such that no others will receive it When the message has been played it is automatically erased Pager notification Pager Notification is a feature of the UC server that calls your supported paging system to inform you of new messages in your mailbox PBX The Private Branch Exchange is a system of telephone lines that serves an organization and uses telephone services rather than suppl
208. turned The Data Source Selector is available for elements that require access to database information as part of their functionality such as the Fetch Data Update Data and Dial for Data elements You can filter data by selecting a data source field a comparison operator and a value You can filter the data by selecting the following comparison options e Equals e Less Than e Less Than Equal to e Greater Than e Greater Than Equal Between e Not Equal Using the value selector you can specify the value that you want to compare to the filter field An easily recognizable icon appears in the Source dialog box to indicate the type of data that you are using for the comparison value For example the Gather Digits icon appears with the name of the Gather Digits 619510003 1A Copyright 2009 ADTRAN Inc 159 Accessing Data using Database Service Elements Enterprise Communications Server element that is included in the service The values that are available depend on the data source that you choose the other elements included in the call flow for example a Gather Digits element and the values that you have set up for your system P Fetch Data 1 E Source i My New Source WHERE Price lt c P Gather Data Source aan TS Data Sources Selector BY Price Fiter field Filter Options RE Price X El Field fless Than Equa gt ue iter 9 Many rows fetched E Comparison Gather Digits for Maximum Price gt
209. u want to change The Audio Editor displays the announcement as a waveform After The Tone wav UC Client Audio Editor a 10 x File Edit View Command Process PlayBack Tools Help HolL Ax ma lh un ome RAR TANN Ready Connected as Sharon Doe Position 0 00 000 Selection 0 00 000 0 00 007 gt 3 Select Edit gt Select All 4 On the Process menu select one of the following e Increase Volume e Decrease Volume e Maximize Volume It is advisable to maximize the volume to make sure that your recording is audible to callers 5 Ifyou select Increase Volume or Decrease Volume type the percent amount by which you want to increase or decrease the volume of the announcement and then select OK 6 Select play to review the changes 7 Select File gt Update 152 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Managing Announcements Managing Announcements You can organize announcements more efficiently by creating folders for them To create a folder for announcements 1 Right click anywhere in the content pane 2 Select New gt Folder A new folder is added to the list in the content pane a Announcements Folder 3 Type a name for the folder To put an announcement in a folder Select the announcement that you want to store and drag it to the folder where you want to store it Double click a folder to view its contents On the toolbar use the Go ba
210. uding the cover page To view an individual fax listed in the fax queue 1 Select the Queue folder Faxes scheduled for transmission are listed in the content pane 2 Right click the fax that you want to view and select Open To change recipients or fax numbers of a fax listed in the fax queue 1 Select the Queue folder Faxes scheduled for transmission are listed in the content pane You can change a scheduled fax only if it is in waiting status 2 Right click the fax that you want to change and select Modify The Recipients dialog box opens 3 Make the changes that you want and then select Next 4 To remove a recipient from the list select the recipient in the list and then select Remove 5 To change a recipient s fax number select the recipient and then make the change 6 Select Next until the Finished menu appears 7 Select Finished 78 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Sending Faxes To reschedule transmission of a fax listed in the fax queue 1 Select the Queue folder Faxes scheduled for transmission are listed in the content pane You can reschedule a fax only if it is in waiting status 2 Right click the fax whose transmission you want to reschedule and select Reschedule to open the Scheduling dialog box 3 Change the scheduling information that you want and then select Next 4 Select Next until the Finished menu appears 5 Select Finished To forward
211. ue V Wed lV thu Iv Fil Saf Sun Otherwise Flow Control element Times You can specify days of the week and a time range For time restrictions if either the From or To box is empty a 24 hour period is assumed e Calls received within the specified time range are directed through the connector pin for Times e Calls received outside the specified time range move to the element connected to the Otherwise connector pin To set call flow according to time restrictions 1 On the Flow Control element from the Compare list select Times 2 Enable the check boxes for the days of the week when the restrictions apply 3 From the From list select the hour and minutes when the time restriction begins Use a 24 hour clock 4 From the To list select the hour and minutes when the time restriction ends Use a 24 hour clock 619510003 1A Copyright 2009 ADTRAN Inc 117 Using Standard Elements Enterprise Communications Server Voicemail element The voicemail element provides basic voicemail service Mailbox Called Extension bd T Play status message Add Mera Item voicemail element It plays the mailbox greeting and can take a message from a caller If the caller presses the access number for mailbox management the voicemail element allows mailbox management for the specified mailbox You do not need to specify the mailbox where messages are stored Your system administrator does this The
212. unications Server Temporary recordings can be used with a Send Email element or Add Data and Update Data elements to record audio for form filling applications such as requesting quotes or answering general customer service questions 110 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Using Standard Elements Using Standard Elements The standard elements tab is shown to the left A brief description is provided for each element available Table 10 1 Standard elements Hang up element on page 9 Terminates the call time Message element on page 10 Allows you to leave a personalized message for a specific caller nnouncement element on page 10 Plays a prerecorded announcement to callers Menu element on page 13 Allows callers to make a selection using the telephone keypad Flow control element on page 14 Controls the call flow according to phone number or time and day restrictions Voicemail element on page 16 Provides basic voicemail service ver Messages element on page 16 Delivers voice or fax messages from a selected mailbox to a specified number Transfer Call element on page 18 Transfers the call to another number or extension isted Transfer element on page 19 Allows a transfer call recipient to accept or deny a call based on the caller s recorded name Notify Pager element on page 20 Enables you to send a message from the ap
213. ur desk phone This feature is most commonly used with mobile twinning where calls to one phone number can ring simultaneously at multiple devices such as an internal extension number and a cell phone number For example if you were away from your desk and you answered a call that was transferred or twinned to your cell phone then when you return to your desk using the connected call pickup feature you can pickup that call on your desk phone without the caller being aware that you changed phones Lu To configure mobile twinning see your system administrator Benefits of using connected call pickup The benefits of using connected call pickup include using one phone number and multiple devices to be accessible to callers while minimizing costs by then transferring calls to your internal extension or to another land line phone Requirements for using connected call pickup To pickup a connected call the called number must go through the UC server That is the call must be 64 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Using SIP Phones transferred forwarded or twinned to your alternate phone number For example e Calls can be made directly from another extension to your alternate phone number e Calls can be transferred by internal users to your alternate phone number e Calls can be transferred using the Transfer Call options available from your Personal Assistant or Personal Business Ass
214. ur password in the Password box In most cases the password is your telephone mailbox password 7 Enable the Save as default check box to automatically log in to the UC Server the next time you launch Lotus Notes Incoming voice and fax messages appear in the Lotus Notes inbox Here is what a Lotus Notes inbox looks like Welcome Lotus Notes File Edit View Create Actions Help MBAR SF COVOE be MAAE Ter 5 Oats Click here for Welcome Page options w bw Memo Zbply Bbpiy to All E wara gt Ebiete Ider gt Zbpy Into h A fig B Date Subject NGA 7 Nes 11 02 2004 Meeting scheduled for 2 00 pm Tuesday Mail Calendar Address Book ToDolList Perso New Memo NewEnty New Contact NewToDo N 11 02 2004 Voice message from OBJECTWORLD 5999698 11 02 2004 Fax message from MOBILE KNOWLEDG 2875021 remote ID is 613 287 5021 Search Google z 11 02 2004 Fax message from Wissing Jetf 5997457 remote ID is 613 5997457 for 11 02 2004 Voice message from OBJECTWORLD 5999698 Search Selectthe item you wantto search iw E Calendar Tuesday November 02 2004 fay Schedule a Meeting New Toois Day G Week E Month Formatting November 2004 Monday November 1 2004 Thursday November 4 2004 EEC ne o November 5
215. ures e Changing your password e Recording your greetings If you are an IMAP user you can also configure your IMAP user name and password If you are not an Exchange user the wizard allows you to change the contact system if it finds more than one compatible 10 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server First time Access using the Desktop contact system for example Outlook Express and Outlook For Lotus Notes integration the contacts default to Microsoft Exchange For Lu information about Lotus Notes integration refer to the Lotus Notes integration document which is available online at http kb adtran com To change your password and record your greetings 1 Start the Client application to start the First time Access Wizard 2 Select Next and the Mailbox dialog box opens 3 Type a numeric password in the Password text box This is the password that you use to access your mailbox using the telephone Your password must contain only digits It must be at least four digits long 4 Inthe Re enter text box type the numeric password again 5 Select Next and the Identifier menu appears The identifier greeting consists of your name It is played to callers who reach your mailbox 6 Make sure that the audio device you want is selected x 2 7 Select record If you are using your telephone wait for the beep before you begin to record The timer runs as you record 8 Sel
216. urns grey 8 Select the stop button when you are finished 9 Select OK to keep the announcement 10 Select File gt Update To play a greeting from a mailbox using a Play Announcement element 1 On the Play Announcement element select the Value Selector arrow on the Play box 2 Select Greetings gt Called Extension If you specify Called Extension the greeting is fetched from the user profile in the user context To enable the Play status message mode for greetings On the Play Announcement element enable the Play status message button or Make sure that the Play status message mode is enabled on a corresponding voicemail element refer to Voicemail element on page 118 To play temporary recordings On the Play Announcement element select the Value Selector arrow select Temporary Recordings and select one of the ten temporary recordings available You must use the Record Announcement element in the service in order for a caller to record the audio to a temporary file Menu element The Menu element allows you to make an announcement and then direct the call flow based on the DTMF input received when a caller presses a number on the telephone keypad This element can play an announcement database value greeting or temporary recording before it takes 114 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Using Standard Elements the specified menu action It retrieves ann
217. wise you can prepare a document save it and make it available for transmission at a later time Prepared fax documents can be stored in folders for efficient organization and easy retrieval You can also copy or rename a fax A fax transmission report is created and sent with each fax that is sent successfully A fax transmission report consists of a graphic page image that contains both the text based transmission report and a reduced size image of the first page of the fax The report includes information such as the date and time the fax was sent sender s name fax number and total number of attempts Depending on how your system has been configured you may be able to print the fax transmission report along with the first page of the fax by using the File gt Print First Page command in the Fax Viewer Fax transmission reports are sent to your Sent Items folder when a fax is sent successfully If the fax is unsuccessful an email stating the failure appears in your mailbox To preview a fax document 1 Select the Faxes navigation bar to open the Faxes menu 2 Select the fax documents folder containing the document that you want to preview The folder s contents are listed in the content pane Q Faxes Folder 619510003 1A Copyright 2009 ADTRAN Inc 73 Sending Faxes Enterprise Communications Server 3 Right click the fax document that you want to preview and select Open to display the fax in the Fax Viewer
218. x Service Example The following example shows how you might use the Receive Fax element in a Receive Fax service to notify you during particular days or times that an incoming fax has been received from a specific fax number The example below illustrates that when a fax is received during business hours from a specific number then notifications are sent to the user s cell phone pager and personal email account i 4 or 7 be 14 Comparer imere arten Pay ven nanag Pepe munber bo dt g os C Manage mailbox D o1 ory 85 121 ID tw MU Sar sa Bot tay S122 Cantet gt 157 war 197 seconds then Z LETETI m LE Tox j Le on fies 4 F Adi Caller Append fe Le te nestage tharese Otarrea Fax on demand element The Fax on demand element allows the UC server to send a fax to callers who move through this element You can select the fax document to be made available and a cover page to accompany the fax 128 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Using Standard Elements Some callers might cancel their request You can add an element to the service to handle such cases and route the call to the next element in the call flow To select a fax document for a Fax on demand element If caller cancels fax Fax on demand element On the Fax on demand element select the Value Selector to select a fax document
219. x in your mailbox all faxes in your mailbox or all unread faxes in your mailbox 124 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Using Standard Elements You do not need to specify the mailbox from which messages are sent Your system Administrator does this To specify a fax number for the Send Fax element 1 On the Send Fax element select the telephone icon 2 Inthe Enter phone number text box type the fax number where you want the fax messages sent to 3 Ifyou want to specify an account code enable the Use account code check box and type an account code in the box 4 Select OK Refer to Selecting values within elements using the value selector on page 108 to select Lu a dynamic value for the element For information about contact address book synchronization refer to Synchronizing contacts on page 108 To specify a list of faxes for a Send Fax element 1 Select List of Faxes from the Send list 2 Follow all the steps in To specify a fax number for the Send Fax element on page 125 3 Inthe To section select the Value Selector and select the database value or fax that you want to send The fax appears in the To list 4 Repeat step 3 until all the faxes that you want are added to the list To include a cover page for the Send Fax element 1 On the Send Fax element enable the Include cover page check box which opens the Fax Cover Page Details box Select the browse button t
220. x messages in Lotus Notes Opening an incoming fax message opens the following form and client plug in 48 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Managing Messages in Lotus Notes Viewing commands Toolbars ajajaj alias a Displayed fax o gt _ HL Sent Items Fax transmission reports Faxes that you send from a client computer are automatically put into the Sent Items folder The Sent Items folder used by Lotus Notes IMAP is not the same as the Lotus Notes Lu Sent folder To review fax transmission reports you might have to create a folder called Sent Items For information about the fax transmission report refer to Managing outgoing faxes on page 73 Managing fax messages Using the fax form you can view and print messages in Lotus Notes You can also move fax messages to other folders To view a fax message Double click a fax message Scroll in the Fax Viewer to view the fax 619510003 1A Copyright 2009 ADTRAN Inc 49 Managing Messages in Lotus Notes Enterprise Communications Server To print a fax message 1 Open the fax message that you want to print 2 Inthe Fax Viewer select the Print icon to open the print dialog box 1 Print icon Make sure that the correct printer is selected in the Name list 3 Select OK To save a fax message to a folder as a PDF file TA Save as PDF
221. y is canceled If the UC client is between calls Active Message Delivery is discontinued and no further attempts are made If an outgoing call is already in progress that call continues until completion You can specify a default account code for outgoing calls An account code is used for accounting and 176 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Setting Message Delivery Options security caller who does not have an account code cannot access specified information You can use account codes to allow long distance dialing in which the telephone company applies the long distance charges to your account code To set the number of attempts to deliver a message to each number you have specified 1 Select Tools gt Options 2 Select the Message Delivery tab 3 Inthe Retry text box select the number of attempts to deliver to each number The default number of attempts 1s 3 4 Select OK To set the number of minutes to wait between delivery attempts 1 Select Tools gt Options 2 Select the Message Delivery tab 3 In the Delay text box select the number of minutes to wait between delivery attempts The default delay period is 3 minutes 4 Select OK To specify a default account code 1 Select Tools gt Options 2 Select the General tab 3 Type the default account code in the Account code box 4 Select OK To specify conditions to cancel Active Message Delivery 1 Select
222. you have changed phones 619510003 1A Copyright 2009 ADTRAN Inc 65 Using SIP Phones Enterprise Communications Server 66 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Faxing 7 Faxing This chapter provides information about how to send and manage fax documents A fax printer driver is included which allows you to send a fax directly from whichever application you are using There is also a Fax Wizard to help you with fax transmissions As with other features you can select recipients quickly from those listed in your Outlook Contacts or enter the recipient fax number yourself You can also set an account code to apply to the fax numbers that you choose This chapter also includes an overview of how faxes are received and how to set up automatic notifications when you receive a fax This chapter covers the following topics e Overview on page 67 Sending Faxes on page 68 e Receiving Faxes on page 91 Overview Use the Faxes menu to send and manage fax documents and their cover pages from the UC client There are several methods of sending faxes including e Sending a fax from other applications using the ADTRAN Fax print driver e Sending a cover page only from the UC client using Quick Fax e Sending a prepared fax from the UC client e Automatically sending faxes requested by callers using the Fax on demand element in a service Sending faxes to a specific fax number using
223. your Mailbox using your Computer Enterprise Communications Server To record a greeting 1 Inthe Available Greetings list select the name of the greeting that you want to record eua r Fie Edt View Took Heb i He e CES mx 2 1e t Admin Bob Thompson Joan Everson Greeting Management D Grosting Management allows you to record and manage your greetings 4 One time Create select recording for each greeting type that you mark to customire Messages External Greeting Sorvces internal Gestro Moto Idertitier gt R Joan Everson 2901 on UC Server 25 Number of ings 4 E Defaut Personal Business Assistant D BY at ot Otfke Geetng Select the Record button next to the greeting that you want to record to open the record Audio box Choose replace all from the Insert New Audio list Select record and record the greeting Select stop when you are finished recording D EN PNR Select OK Lu The maximum length of a recorded greeting is 15 minutes Playing and deleting greetings To play a greeting 1 From the Available Greetings list select the greeting that you want to play 2 Make sure that the audio device you want is selected LU Fd 22 Copyright 2009 ADTRAN Inc 619510003 1A Enterprise Communications Server Customizing your Mailbox using your Computer 3 Select play to play the greeting To delete a greeting 1 From the Available Greetings list
224. ype a new name for the cover page Select the icon of the new cover page to make the change To copy a fax cover page 1 E AN Select the Faxes navigation bar to open the Faxes menu Select the Cover Pages icon The fax cover pages are listed in the content pane Right click the cover page that you want to copy Select Duplicate The copy of the cover page appears in the content pane with Copy of before its name You can rename the cover page if you want to To delete a fax cover page 1 Select the Faxes navigation bar to open the Faxes menu 2 Select the Cover Pages icon The fax cover pages are listed in the content pane 3 Right click the cover page that you want to delete 619510003 1A Copyright 2009 ADTRAN Inc 89 Sending Faxes Enterprise Communications Server 4 Select Delete 5 Select Yes to confirm the deletion To edit a fax cover page 1 Select the Faxes navigation bar to open the Faxes menu 2 Select the Cover Pages icon The fax cover pages are listed in the content pane 3 Right click the cover page that you want to edit 4 Select Open The fax cover page is displayed in the Fax Cover Page Editor lo x Filo Edit View Insert Format Layout Hp juaj eop E is s oaee D A Apl v zZ amp BW O0 0 JEE gessage Abee ka FH U0 4 re B gt i Ready Connected as System 770 574 NUM Z Use the toolbar and menu com

ADTRAN 619510003-1A User's Manual

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