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Administering Voicemail Pro

1. Recording Outbound None v Recording Inbound None v Record Time Profile lt None gt v Recording Auto Ts 402 Eeo v Recording Manual Mailbox v 402 Extn402 v 4 Use Recording Manual to specify the destination for the recordings By default this is a user s own mailbox e Mailbox This is the default option When selected the adjacent drop down list can be used to select the destination user or hunt group mailbox e Voice Recording Library This option should only be used if a VRL application has been installed The recording files are placed into a VRL folder for collection by the VRL application See Voice Recording Library 2481 e Voice Recording Library Authenticated This option should only be used if a VRL application has been installed The file header of the recording files are updated with a cryptographic hash data and then the recording files are placed into a VRL folder for collection by the VRL application See Voice Recording Library 2481 5 Click OK 6 Click al to merge the configuration change back to the IP Office Administering Avaya IP Office Platform Voicemail Pro Page 253 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 9 2 4 2 Customizing Manual Recording Recording is performed by the Voicemail Pro server as a default task However a module named Record can be used to customize the operation of auto recording Notes e If a Record
2. e Transfer to group Enter a group name if you want to restrict the caller to a particular group e Prompt user with a list of group members If this option is selected the Voicemail Pro server will list the group members for the caller e Source of transfer displayed on phone The number to display on the destination telephone if internal Type the reguired text directly or use the gt browse button to select the text that should be used including using the value of a call variable 804 e Description displayed on phone The text description to display on the destination telephone if internal Type the required text directly or use the browse button to select the text that should be used including using the value of a call variable 80 gt e No answer timeout The value selected is how long the Voicemail Pro server waits for an answer before following the No Answer connection Results This action has the following results which can be connected to further actions esi Call List o l l Route the call to a following action in the call flow This connection can be followed even after Next the caller has hung up if the Start 9 action option Complete sequence has been selected No Answer e No Answer Busy This connection result is used if the transfer target does not answer the call e Next e Busy This connection result is used if the transfer target returns busy Administering Avaya IP Office
3. Click the required flag to change the language 4 Optional To change the sound preferences click the Sound Prefs Continue button Select the playback type of either the browser default or as background The option background is the default selection Click Back to continue 5 Enter your mailbox box name in the User Name field Administering Avaya IP Office Platform Voicemail Pro Page 345 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 6 Click Continue The Campaign Web interface opens Voicemail Pro Web Campaign Version 4 0 4 Submit Hold CTRL while selecting for multiple campaigns ee ae ae faz Local intranet 7 Select the campaign results that you want to view 8 Select the type of results that you want to view Administering Avaya IP Office Platform Voicemail Pro Page 346 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Voicemail Pro Examples Campaigns 9 Click Submit to view the results The details are listed in the main part of the window Sales Catalogue Next New Next Active Next Processed Ident Staie DateTime CLI Customer Name Cusiomer Address N gt 2 aina 20 11 2006 17 14 207 F gog N gt s Ea New 20 11 2006 17 15 207 E gog EE onn Gag New Bl nio om mw gt Ed New YN REF 0 01 Gay New gt i i 21 11 2006 10 23 209 amp gno 00 13 f 3 New Wai 207 0009 i 00 01 2 Gag New BL 11
4. Repeat new number after the tone Sorry the numbers you have entered are different E mail options Alert e mail on incoming message Copy messages to e mail Forward messages to e mail E mail turned off Service mode In service Out of service Night service Beep nm hort silence ne second s silence Is on holiday until Is unavailable until Is at lunch until Is away on business until And will be picking up messages regularly And will not be contactable until their return List length exceeded x cannot access private list x list length exceeded You have four greeting options For standard greeting press 1 for after hours greeting press 2 for you are in a gueue greeting press 3 for you are still in a gueue greeting press 4 To hear your greeting message press 1 to change your greeting message press 2 to save your greeting message press 3 to save your message for playing as a continuous loop press 4 To hear your greeting message press 1 to change your greeting message press 2 to save your greeting message press 3 to save your message for playing as a continuous loop press 4 to return to the previous menu press 8 When playing a message to delete the message press 4 to save the message press 5 to forward the message to e mail press 6 to repeat the message press 7 to skip the message press 9 at the end of your messages to play old messag
5. eceeseesesseeeeneeeeeeeees 335 11 3 2 Adding a Record Name Modul 336 11 3 3 Using the Name Table s wwsswwmsmaa 337 11 3 4 Changing Full Nam6s wwwwwmmwmmwmmawa 337 11 4 Campisi wei ynysu 0 WY YTI LYDD Fd nyg 338 11 4 1 Managing Campaigns wwwewmmmmamemawa 339 11 4 2 Accessing Campaign Results 343 11 5 Fax Server ConfiguratioN w w wmera 348 11 5 1 Fax Server Configuration 349 11 5 2 Setting the Voicemail Pro System Fax Number geny YDD e YD geu eat eee 350 11 5 3 Setting up Fax Forwarding lt 352 11 5 4 Setting Up a User Defined Fax Number 352 11 5 5 Routing Fax Calls Using a Menu Action 353 11 5 6 Configuring an Analog Extension Number TOMIR AX KE AAA 354 11 5 7 Castelle Fax SerVET w wwsemmamamemammmaza 355 11 6 Using the Speak Text ACtion lt w w ewa 355 11 6 1 Text to Speech SAPI and SSML Controls 357 11 6 2 Setting Up Text To Speech to Read Email 362 12 Exchange Server Integration 12 1 Exchange Server Configuration 366 12 2 Voicemail Pro ConfiguratioN lt 369 12 3 User ConfiguratioN ww wwmemmammmamaammzaza 370 12 3 1 Exchange User Configuration 370 12 3 2 IP Of
6. 8 Click on the al to save the changes To change a service user s rights group memberships 1 Using IP Office Manager select File Advanced Security Settings 2 Select the IP Office system and click OK 3 Enter the name and password for access to the IP Office system s security settings 4 Select ib Service Users 5 Select the service user The details shows the rights group of which that service user is a member Administering Avaya IP Office Platform Voicemail Pro Page 31 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 2 8 Configuring Failback Option 1 From the Administration menu select Preferences gt General 2 On the General tab use the Failback Option field to set the failback option that you want to configure General Debug Level Information Default Telephony Interface Intuity 4 Voicemail Password T7 Client Server Connection Timeout min 5 2 Min Message Length secs 3 Max Message Length secs 120 Failback Option Graceful j Max Call VRL Record Length Secs 3600 2 Play Advice on Call Recording System Fax Number feature is disabled when empty E Use as Prefix V Enable Fax Sub Addressing e Manual The system administrator has to initiate the failback operation e Graceful Default The backup server initiates the failback operation immediately after all the active voicemail calls on the backup server come to an end e Automat
7. e Use of A Law U Law compression for recordings e System preferences via web management including EWS configuration for Exchange 2010 2013 integration 16th October 2014 10b e Configuration section for EWS Exchange integration 368 9th November 2014 10e e Update to rules around setting local administrator password Administering Avaya IP Office Platform Voicemail Pro Page 398 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Index A Access Voicemail 241 Using Short Codes access works mailbox 175 283 Account Code 80 139 255 256 260 account code matching 139 Action Start 98 Action Data 251 343 action following 141 action replaces 132 153 actions having 86 actions share 86 action specific 308 active during 251 Add Administrator window 28 add pauses 232 Add Prompt 92 Add Start Point 50 Add Touch Tone Seguence window 115 addressing press 375 administering Outlook 390 Administrator Client 28 Advanced Tab 164 Advice Call Recording 246 Call Recording Message enable 246 Mailbox Users Owners Using playing 245 Agent Mode 251 Alarm Set 88 add 151 Alarm Set Action 88 151 Alarm Threshold 185 291 Alarm Threshold Level 185 291 Alarm Threshold Unit Choose 185 291 Alert email 390 Allows Visual Basic 88 Alphanumeric 88 271 add 141 Alphanumeric Action 88 141 Alphanumeric Collection 141 271 AM 375 390 Analog Extension Number Configuring 354 Analogue 246 View 354 and or 138 Anno
8. 2 On the ContactStore server set the path of the VRL directory as the value of the registry entry HKEY_LOCAL_MACHINE gt SOFTWARE gt Network Alchemy gt Voicemail gt Directories gt VRLDir on a 32 bit system or HKEY_LOCAL_MACHINE gt SOFTWARE gt Wow6432Node gt Network Alchemy gt Voicemail gt Directories gt VRLDir on a 64 bit system To configure VRL on Linux based Voicemail Pro server 1 Ensure that the system meets the SFTP server reguirements For details on the SFTP server reguirements see Avaya IP Office Implementing Voicemail Pro 15 601064 2 Using the Voicemail Recording tab in the System Preferences settings of Voicemail Pro Client configure an SFTP connection on the Voicemail Pro server to transfer recordings to the VRL directory For details see Voicemail Recording Administering Avaya IP Office Platform Voicemail Pro Page 248 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Administration Recording Calls 9 2 3 1 Avaya IP Office ContactStore ContactStore for IP Office and Call Recorder for IP Office are VRL applications that provides tools to sort search and playback recordings They also support the archiving of recordings to DVD e For installation and configuration of refer to the separate documentation for each of the applications e VRL is a licensed feature It requires entry of Voicemail Pro Recording Administrators license into the IP Office configuration For non lt MIDSIZE gt syste
9. BE save and Make Livel 323 a WI user Defined Variables Fd satibox Actions iT ji d Cut WA Conditions Editor 21 gS Configuration Actions 1261 Copy BF campaigns g Telephony Actions 13 B Paste W Connection Miscellaneous Actions Z Add Start Pointi 75 gt ik Condition Actions 15 y ge Edit Start Point 755 B Database Actions 164 amp Delete Start Point 75 gt U ts Queue Actions 16 Administering Avaya IP Office Platform Voicemail Pro Page 50 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Using the Voicemail Pro Client Toolbar Icons 2 15 Viewing Call Flows as Text For support calls and diagnostic purposes it can be useful to view Voicemail Pro modules and start points as text files You can then display the contents of the text file on the screen The file can be changed as you would change any other text file To view a start point or module as text 1 Select File menu View as Text A Notepad window opens The txt file contains information of all Conditions and Campaigns as well as all call flow details Administering Avaya IP Office Platform Voicemail Pro Page 51 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 2 16 Backup and Restore Functions For Windows based servers the Voicemail Pro client can be used to perform backup and restore functions This includes configuring scheduled backups and backing up to a remote
10. Delivery scheduled Please enter new password Please note only IP Office subscribers can be specified by name Nothing to approve Nothing to delete No more messages No new messages Noon AAA Is not a public list Please enter password again for confirmation to delete the password you just entered press D Enter password Please enter extension Private Public Record at the tone Administering Avaya IP Office Platform Voicemail Pro Page 377 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 147 227 N WAV File Intuity Prompt 32 33 34 To respond or forward press 1 35 To restart at the activity menu press FR to transfer to another extension press FT 36 38 40 Recording stopped Previous login incorrect please re enter extension Try again To review another list To skip press to listen press zero Returned to the Rewound Rewound to previous message To respond to this message press 1 Please enter month day To delete this message press D At beginning to re record press 1 to playback press 23 Received Contact administrator for help Please make entry soon or be disconnected Cannot get your messages now due to multiple logins to your mailbox To exit directory press To have system wait press W to access the names or numbers directory press N If finished please hang up or to disconnect
11. If required the language provided by a voicemail call flow can be changed using a f Select System Prompt Language 130 action TTY Teletype Prompts TTY Teletype Textphone is included in the list of languages that can be installed TTY is a text based system that is used to provide services to users with impaired hearing See Support for Callers with Impaired Hearing 26 International Character Set If you enter text that uses non English characters enter the text within quotes for the system to display it correctly For example enter Fonctionnalit s de recherche sur le Web for Fonctionnalit s de recherche sur le Web and Maps f r Handys for Maps fur Handys Administering Avaya IP Office Platform Voicemail Pro Page 13 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 1 3 Number of Simultaneous Users All connections between the Voicemail Pro server and the IP Office are established through LAN using data channels The maximum number of data channels that can be a ele aaa used for voicemail operation are shown below IP Office Maximum number Maximum number of of data ports IP500 V2 Wa Ya e Unified Communications Module Server Edition The actual number of simultaneous users is determined by the licenses for Voicemail Pro 16 added to the IP Office configuration Note also that some specific functions can have voicemail channels reserved for their use or can have channel restrictions 1 If
12. Reporting Resuts Park and Page Park slot prefix Page Group User Extension as Retries Retry timeout MM SS 1 00 15 e Park slot prefix The desired Park Slot prefix number Maximum is eight digits A 0 9 is added to this prefix to form a complete Park Slot e Page Group User Extension Enter the hunt group or the user extension that you want the system to page e Retries Set one of O 1 2 3 4 5 or Unlimited Set Unlimited if you want the system to continue paging for more than 1 hour e Retry timeout MM SS Set the timeout period before a successive paging retry is initiated The default retry timeout period is 00 15 and the maximum that you can set is 05 00 e Add Record prompts e Click P and select or record a prompt that you want to include in the paging message e Use 4p or to reorder a prompt in the list 4 Click OK Results This action has the following results which can be connected to further actions Administering Avaya IP Office Platform Voicemail Pro Page 143 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 e Park Fail This result connection is used by the call if call park fails Call park can fail if all 10 of the Park Fail park slots are in use Page Fail e Page Fail Timeout This result connection is used by the call if call page fails Success e Timeout This result connection is used by the call if the call remains parked even after all of the
13. e If the feature Do Not Disturb DND is active for the user any callers to the internal extension number will hear the busy tone and the external telephone will not ring If a caller is entered in to the DND exception list for example using the one X Portal for IP Office application only the internal telephone will ring e If any of the forward options are active both the external and the telephone where the calls are forwarded to will ring e If the Follow Me option is active only the telephone that the calls are forwarded to will ring The external telephone number will not ring Within Voicemail Pro you can administer the mobile twinning features using call flows Mobile twinning can be turned on or of and the external twinning number entered In a call flow the Generic action is used to control Mobile twinning Within the Generic action details are entered in the specific tab In the generic free format field the following syntax can be added e CFG Set MattR twinning_type Mobile Used to turn the Mobile twinning on for the named extension MattR The extension number can be entered instead of the named extension If mobile twinning has been previously used and then turned off the previous mobile twinning number will become active e CFG Set MattR twinning_type Internal Used to turn the Mobile twinning off for MattR e CFG Set MattR mobile_twinning_number KEY Used to set the mobile twinning number Administering Avaya IP Offi
14. if registration Then COM Properties CLI voice CallingParty COM Methods gt ETA voice Estimated nswer System Variables lastMessage voice LastAccessedMsg User Variables LOC yoice Locale NAM voice Name numberOfNewMessages voice NewMsgs End Sub numberOfOldMessages voice OldMsgs C Expand Line 1 Remaining Chara POS voice PositionInQueue RES voice Result e Enter VBScript In the script area enter the VBScript as required Strings for the variables and methods provided for VBScript by Voicemail Pro can be selected and inserted by right clicking on the script area This script can contain a maximum of 10000 characters e Expand Check Expand to view a larger script area e Syntax Check Click the Syntax Check button to check your input for any errors e Maximum execution time Default 90 seconds Sets how long the call flow will wait for a VBScript to complete before assuming that the script has failed Results This action has the following results which can be connected to further actions VBScri This action has two results Success or Failure Success Failure Administering Avaya IP Office Platform Voicemail Pro Page 155 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 6 9 7 Remote Call Flow P The Remote Call Flow action assists you to include a call flow developed elsewhere in an existing call flow in the form of a vmp file The aim of th
15. 3 Conditions 3 1 Using the Condition EdItOF w wwmwmmmemaa 63 3 2 Calendar i e Rea treet theatres nieces 65 3 3 Week PIANO BW 66 3 4 Condition e iie DYDY YTT GW RUT 67 9 5 COMPAL aii deui AE ATEA 68 3 6 Example Call FIOW ceccceeceeeeeeeereseeeeeeeeeeresseeeeeesaes 69 4 Start Points and Modules 4 1 Default Start POints eee eeeeeeeeeeeeeeeeeeneeteeeeeeetees 74 4 2 Using Start POints pieirii esensi preiris seiis 75 4 3 Creating MOdUIeS ceeceeeceeeeeeeeeeteeeeeeeeeeaeeseeeeeeeaes 76 4 3 1 Running a Module eeeseeseseeeeeseeeeeeneeeeeees 76 Administering Avaya IP Office Platform Voicemail Pro IP Office Platform 9 1 Contents 5 Variables AROAN e E MAA 80 5 1 1 Using Variables in File Names 82 5 1 2 Speaking Variables to Callers 82 5 1 3 Using a User Variable as a Call Variable 82 52 User Variable Siei asks aa YY dT FD dg EDW 83 5 2 1 Managing User VariableSs 83 5 2 2 Using a User Variable as a Call Variable 84 5 2 3 Branching a Call Flow Using a Variable 84 6 Callflow Actions 6 1 CONNECHiIONS wwwwmwmewmwa kuwawa wimawami rererere akiwaza 87 6 2 Available Ai aa 88 6 3 Standard Action TAabS wwwwmawwmamaammawwmamawzaza 91 6 3 1 General nirea ea 91 6 3 2 Entry Prompts sssini sirine eiie peenise aieas 92
16. AVAYA IP Office Platform 9 1 Administering Avaya IP Office Platform Voicemail Pro 15 601063 Issue 10c 09 December 2014 2014 AVAYA All Rights Reserved Notice While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing Avaya assumes no liability for any errors Avaya reserves the right to make changes and corrections to the information in this document without the obligation to notify any person or organization of such changes For full support please see the complete document Avaya Support Notices for Hardware Documentation document number 03 600759 For full support please see the complete document Avaya Support Notices for Software Documentation document number 03 600758 To locate this document on our website simply go to http www avaya com support and search for the document number in the search box Documentation disclaimer Documentation means information published by Avaya in varying mediums which may include product information operating instructions and performance specifications that Avaya generally makes available to users of its products Documentation does not include marketing materials Avaya shall not be responsible for any modifications additions or deletions to the original published version of documentation unless such modifications additions or deletions were performed by Avaya End User agrees to indemnify an
17. Click to specify which prompt to play or create a new prompt in the Wave Editor window See Using the Wave Editor 934 Administering Avaya IP Office Platform Voicemail Pro Page 341 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 11 4 1 2 Customer Menu After completing the sequence of questions and responses the caller can be offered a menu of options The Customer Menu window of the Campaign Wizard is used to select the options available Campaign Wizard 3 4 x Customer Menu Please select the prompt to be played after the customer has made their recordings Please select which options will be available to the customer after the above prompt has played Di Save the Campaign and then quit Al l gt Play back responses to Campaign ls Restart the whole Campaign Ll4 Quit the Campaign without saving Time out VW waitfora key press for up to 30 oe seconds Help lt Back e Please select the prompt to be played after the customer has made their recordings You can select or create a prompt that is then played to callers after completing the sequence of questions and answers The prompt should inform the customer of which actions selected from the list they can use Click to specify which prompt to play or create a new prompt in the Wave Editor window See Using the Wave Editor 934 e Please select which options will be available to the customer after the above prompt has play
18. Platform 9 1 15 601063 Issue 10c 09 December 2014 6 6 4 Voice Question a The Voice Ouestion action assists you to create a play list where the caller hears a seguence of prompts and the responses are recorded If the play list is completed a single file containing the recorded responses is created That file can then be placed into a specified mailbox or passed to an eMail action Settings ab 1 Click the a Mailbox Actions icon and select Voice Ouestion 2 The General 9 Entry Prompts 925 Reporting 95 and Results 9 tabs are standard tabs available to all actions 3 In the Specific tab questions need to be added to the play list General Entry Prompts Specific Reporting Results Voice Question A sequence of files to be played and recordings to be made dj K amp X ay Kee eS Ur ees eeu Y CYR 1 catalogue wav 5 0 2 name wav 5 0 3 Record 10 4 address way 3 8 5 Record 20 6 thanks way 4 0 Send recording to mailbox 4 Click 47 Add a Prompt The Wave Editor 93 window opens Specify a new file name and then record the new prompt or select an existing prompt 5 Click Record a Response Specify a name and a length in seconds for the recorded response Click OK 6 Repeat the above steps to create a series of guestions and responses Use the following controls to adjust the list ee Edit Edit the settings of the currently highlighted item e X Delete Deletes the currently h
19. e UMS IMAP E mail Access 21 Using this method users can access mailbox messages through an IMAP compatible e mail program The user must be configured for UMS The feature is licensed e UMS Exchange UMS Exchange provides a playback through a computer using Microsoft Outlook Administering Avaya IP Office Platform Voicemail Pro Page 197 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 8 3 1 Creating a Voicemail Collect Button Users can collect their voice messages from their extensions using a button programmed for voicemail collect If the extension is a trusted extension a user will not need to enter the voicemail code See Creating a Trusted Location 200 A button on the user s telephone will display the label VMCol The extension number or voicemail code do not need to be entered if the extension is a trusted extension To add a voicemail collect button 1 o N o u KR O N Using IP Office Manager receive the configuration from the IP Office system Click User to display the list of existing users Click the reguired user Click the Button Programming tab Click the button line that you want to change Right click in the Action field Select Advanced gt Voicemail gt Voicemail Collect Click OK to save the button details for the selected user Repeat for any other users Click al to merge the changes back to the IP Office system 8 3 2 Creating a Visual Voice Button V
20. ex NOT 3 In the Condition Editor window click the element to apply the logic to The logic indicator changes To change the name of a condition 1 Select the condition click As Edit icon in the toolbar The Rename condition window opens 2 Amend the condition s name 3 Click OK To delete elements and conditions 1 Select the condition or element to be deleted 2 Click XX icon in the toolbar The selected condition or element is deleted Administering Avaya IP Office Platform Voicemail Pro Page 64 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Conditions Using the Condition Editor 3 2 Calendar i Select days from the calendar up to 255 days which if the current date matches the selected day return true Double click a day to select or deselect the day Selected days are shown with a green background for example 22 Note that a grey background indicates weekend days not whether the day is selected or not e Multiple Day Logic By default a logical OR X is applied to this condition element The element returns true if any of the selected days is true If a logical AND X is used and more than one day is selected the element does not return true Note that days that are selected and are now in the past are not automatically de selected To add a calendar element 1 Click the i Element List icon in the toolbar 2 Click i Calendar 3 Click on the condition to which the element should
21. 0 G amp 6 Mailbox agenti TOO O m SA 3 i Ga backup 2 Two Weeks Ago o O O n 2 r z Deleted Items Sy Administrator 23 04 2009 Bh Audio Notes z WA Drafts Voicemail Message Extn2205 gt Exte 90 3 B Inbox 3 UG Junk E mail 3 A Outbox 3 39 Quarantine IP Office Voicemail redirected message 3 e Mailbox access using the telephone visual voice or one Portal for IP Office is done against voicemail messages in the e mail account Therefore some actions offered by the non email interfaces cannot be used as they have no e mail eguivalents e Messages stored in an e mail account cannot be saved e Undeleting messages using 8 from the telephone does not work for voicemail messages stored in Exchange e Access using UMS IMAP and UMS web voicemail is not supported e Messages are not subject to Voicemail Pro housekeeping e Only voicemail messages in the inbox are recognized If a message is moved to another mailbox folder it is no longer visible to the voicemail system e Message waiting indication MWI is supported e Note When using an Exchange server as the message store for a user s voicemail messages the Voicemail Pro server will deliver messages to the Exchange server on completion of the recording However the presentation to Outlook and back to the Voicemail Pro server for message waiting indication MWI and access via telephone is delayed by Exchange server processing The delay is typically 1 or 2
22. 09 December 2014 6 10 2 Set User Variable rrr n The Set User Variable action sets a user variable to a particular value Other call flows can then use Test User Variable 1591 actions to check whether the variable has a particular value Settings rrr 1 Click the amp Conditions Actions icon and select A Set User Variable 2 The General 9 Entry Prompts 925 Reporting 95 gt and Results 971 tabs are standard tabs available to all actions 3 Select the Specific tab Complete the fields with relevant details General Entry Prompts i Specific Reporting Results Which user defined variable will this action set Assign the following user variable SnowD ay a with the following value KEY e Assign the following user variable The name for the existing user variable The variable must first be created using the User Defined Variable 834 menu or User Variables 46 panel e With the following value The value of the variable Type the reguired value directly or use the E browse button to select the text that should be used including using the value of a call variable 80 Results This action has the following result which can be connected to a further action e Next Connect the Set User Variable action to another action for example a Disconnect action whose entry prompt confirms to the caller that the value has been set In some situations such as where the Set User Varia
23. 1 and enters the fax number to use followed by to end the fax number and to confirm the fax is forwarded to lt faxnumber gt faxmaker com Therefore if the user dials 1 followed by 201 and to confirm the fax is forwarded to 201 faxmaker com e The fax server administrator must configure exchange connectors to receive such messages 11 5 4 Setting Up a User Defined Fax Number If you enable the feature for them Intuity mailbox owners can set up a preferred personal fax number that is more convenient to their location for example if they are out of the office To set up a user defined fax number 1 Complete the steps for setting up the system fax number See Setting the Voicemail Pro System Fax Number 350 2 Inform the mailbox owner that they can go ahead and set their preferred fax number For details mailbox owners can refer Avaya IP Office Intuity Mailbox Mode User Guide 15 601130 3 1f it has not already been done and the fax server computer is using an analog fax card the next step is to configure the analog fax number to use See Configuring an Analog Extension Number for Fax Use 354 Administering Avaya IP Office Platform Voicemail Pro Page 352 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Voicemail Pro Examples Fax Server Configuration 11 5 5 Routing Fax Calls Using a Menu Action When an incoming call is routed to the auto attendant the Menu action has the facility to detect and re
24. 3 Select the Specific tab The connection string to open the database can be entered directly into the field For help on constructing the connection string click The Data Link Properties window opens e Provider Tab Select the OLE DB Provider of the data that is to be connected to Click Next to move to the Connection Tab e Connection Tab Specific information relating the Database provider needs to be completed Help of the information required for each of the fields can be obtained by clicking the Help button Fields available will be dependent on the type of provider To test that the information entered will provide you entry into the database click the Test Connection button A message Test Connection Succeeded will show if successfully connected to the database e Advanced Tab Network and other settings for example access permissions Fields showing will be dependent on the type of provider selected Click help for specific information about any of the fields e All The properties that have been selected on the previous tabs are shown in the All Tab Amendments can be made as required by selecting the Name and click Edit Value Results This action has the following results which can be connected to further actions y This result connection is used once the database is opened Success Failure e Failure S Database Open Success This result connection is used if the database cannot be opened Admi
25. 4 Select the Voice Recording tab On v Recording Inbound Record Time Profile lt None gt vij E Recording Auto 5 From the Record Inbound drop down lists select the recording frequency required e None Do not record e On Record all calls if possible Mandatory Record all calls If recording is not possible return busy tone to the caller xx9 o Record calls at intervals matching the set percentage eg for every other call for 50 For inbound calls recording will not take place if the call also goes to normal voicemail 6 Use Record Time Profile to select a time profile that specifies when automatic call recording will be active If not set recording is active at all times 7 Specify the destination for the recordings or select the option to place the recordings in the voice recording library e Mailbox This is the default option When selected the adjacent drop down list can be used to select the destination user or hunt group mailbox e Voice Recording Library This option should only be used if a VRL application has been installed The recording files are placed into a VRL folder for collection by the VRL application See Voice Recording Library 248 e Voice Recording Library Authenticated This option should only be used if a VRL application has been installed The file header of the recording files are updated with a cryptographic hash data and then the recording
26. 6 3 2 Entry Prompts The Entry Prompts tab is used to select the prompts to be played before the action performs its main role Multiple prompts can be added and the order in which they are played adjusted This tab is shown for the Start action in calls flows However it should not be used as settings applied to the Start action are ignored and should instead be applied through the first other added to the call flow e When accessing voicemail prompts voicemail variables 804 can be used in both the path and filename for the prompt For example e If the prompts Greeting1 wav and Greeting2 wav etc are recorded an action set to play Greeting KEY wav plays the greeting prompt that matches the current value of KEY e By recording custom prompts for different langauges with the same file name but placed in appropriately named langauge sub folders the variable LOC can be used in an action s prompt file path to play the correct language version of the prompt General Entry Prompts Specific Reporting Results 1 Custom Auto AttendantyenAftermoon Greeting WAY 0 0 Custom 4uto Attendant yen k KeylnExtension JV Allow prompts to be interrupted by Tones e P Add Prompt Clicking or double clicking an existing listed prompt starts Wave Editor 934 Use Wave Editor to record and play prompts through the Voicemail Pro server computer or through an extension on the IP Office system You can select an existing pro
27. COUNTER variables e Generic Free Format Command 105 Enter a command as a plain text string e Set Counter 108 Set one of the 15 COUNTER variables to a specific value e Set CPxx Value i0 Set the value of one of the 15 CP variables e String Manipulation 108 Extract or change the string stored in an existing variable and save the result as a call variable 804 e Set Interdigit Delay 11 Change the delay value between the dialing of digits for subseguent actions in a call flow Administering Avaya IP Office Platform Voicemail Pro Page 99 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 6 5 1 1 Arithmetic Evaluation This Generic command performs an arithmetic operation on call variables 803 The result is then stored in a selected call variable 805 For non numeric values the string can be changed using the String Manipulation 108 option General Entry Prompts Specific Reporting Results Select Generic command v Select Generic command Arithmetic E valuation v Select Variable For Result m Enter Expression to evaluate Supported operators are Z and B e Select Generic command Arithmetic Evaluation e Select Variable For Result Select the call variable 804 into which the result of the arithmetic calculation should be stored e Enter Expression to evaluate The string entered here can include numeric values call variabl
28. Click on the icon next to the server and select Platform View c In the list of services click on the Stop button next to the Voicemail service d Once the service has stopped click on the Start button to restart the service Administering Avaya IP Office Platform Voicemail Pro Page 369 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 12 3 User Configuration User configuration for EWS exchange integration consists of two parts 1 Exchange Configuration Add the Exchange user to the access group that was created on the Exchange server 2 IP Office User Configuration In the IP Office system configuration enter the email address in the IP Office user s configuration and set their voicemail messages to be forwarded to the Exchange server 12 3 1 Exchange User Configuration Those user for which EWS Exchange integration is required need to be added to the access group that was previously created on the Exchange server see Step 1 of the Exchange Server Configuration 3661 To add a user mailbox to the access group 1 Open the Active Directory Administrative Center In the console select the group previously created for the voicemail server For our example that was vmpro 2 Right click on the group and select Properties ware ZER gp vmpro Tasks Add Sections wil 00 Add eme com Users com Users UNIX Attributes Securty Attribute editor To enable access to
29. Help A The value of condition Account1 is checked using a amp Test Condition action gt e If found True the call is recorded using a g Listen action which specifies the mailbox for the recording e If found False the next condition test is tried The conditions created within the amp Condition Editor compare the variable UUI against possible account code values Bob Rogers gt Callback Next No Answer Busy fat The final 2 Listen action used if none of the condition tests are True has its Mailbox set to UUI If UUI hasn t matched any account code being used for auto recording then its value will be either the user name or hunt group name that triggered the auto recording Administering Avaya IP Office Platform Voicemail Pro Page 260 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Administration Recording Calls 9 3 Announcements Announcements can be played when e Callers are waiting to be answered or queued against a hunt group With Voicemail Pro the announcements and actions provided to a caller held in a group s queue can be customized using the Queued and Still Queued start points for that group The call can be answered at any stage of the announcement See Configuring Announcements 21h e Calls are going to be recorded In many locations it is a local or national requirement to warn those involved in a call that they are being recorded See Call Recordin
30. ITU 138 141 334 IVR 166 325 according 390 IVR Database Connection 166 L Language Select 268 269 Language Setting 326 Changing 265 Languages Prompts 13 Supported 13 Last In First Out 183 289 LastAccessedMsg 306 LastAccessedMsg Property 306 launch VB 322 Leave Mail Action 74 88 122 149 221 243 248 265 335 Leave Messages 88 242 Level Tone 390 Licenses Feature Specific 16 Port 16 Required 16 LIFO 183 289 limit 76 99 220 245 limit restricts 99 Line Group ID 76 199 215 239 240 243 251 271 335 336 list press 375 390 Listen Action 74 88 123 135 254 260 Live 25 27 36 243 336 LOC 80 268 269 306 312 319 322 LOC voicemail 306 Page 403 15 601063 Issue 10c 09 December 2014 LOC custom getmail wav 269 Locale 80 199 202 215 234 239 240 243 251 264 271 306 311 318 321 322 335 336 match 267 locale As String 322 Locale Property 306 Logg Errors 374 Logging 178 285 Out 25 Logic icon 63 66 login 20 355 375 logins 375 390 long distance 375 long outcalling 186 292 Loop Until Len 312 M mail drop folder 181 Mailbox Clear 227 Disable 226 Mailbox Actions 50 88 Leave Mail 335 Mailbox Actions icon 120 122 123 124 125 mailbox As String 310 313 314 316 317 322 mailbox follow Failure 122 Mailbox Main 241 Access 240 mailbox matching 120 122 123 127 128 Mailbox Mode 120 122 349 350 Mailbox Operation Mode 202 mailbox press 375 Mailbox
31. User Start Points 242 users DTMF 311 Users Access 198 200 232 390 Giving 199 Users Button Access Giving 198 users including users 195 213 Users Owners 264 Users Voicemail Access Giving 200 Using DSS Keys 251 Using IP Office Manager 362 Using Short Codes 251 Access Voicemail Using Start Points 75 Using VB Script 155 302 Using Visual Voice 196 Using VM 241 Using Voicemail 217 220 234 262 V VAR 80 93 309 316 319 323 VAR voicemail 309 variable As String 323 variable matches 132 159 Variable Property 309 Variable Routing 132 Variable Routing Action 88 132 VB Action 308 VB Script Action 88 155 302 VB Scripting add 155 302 VBS 305 240 Administering Avaya IP Office Platform Voicemail Pro IP Office Platform 9 1 Index VBScript 307 enter 155 302 Use 155 302 VB Script 308 verb gt record lt partofsp 357 Visual Voice access 198 Visual Voice Button 198 VM Pro 155 302 325 VM Pro Database Interface 325 VM Pro VBScript 155 302 VMCol 198 Vmdata mdb 32 vmp file 32 33 156 VMPro Database Interface 88 Voice Mail 95 135 390 Voice Mailboxes 307 Voice Guestion 88 135 149 221 add 124 preceding 99 Voice Guestion Action 88 124 135 149 Voice Recording Select 253 256 Voice Recording Administrators 248 Voice Recording Library 122 245 248 253 256 Voicemail Callback 231 Voicemail Code 91 195 196 198 199 200 207 213 215 232 334 336 voicemail code For 196 Voicemail Collect 76
32. Voice Recording Announcements IV Announcements On Wait before 1st announcement seconds hi Synchronise Calls Flag call as answered E l Play 1st announcement Post announcement tone Music on hold 2nd Announcement v Wait before 2nd announcement 20 seconds z Play 2nd announcement Repeat last announcement Iv l Wait before repeat seconds 20 5 Select the amount of time for the caller to be queued or waiting before they hear the first announcement The Wait before 1st announcement seconds default is 10 6 Select the Post announcement tone The options are Ringing Music on Hold or Silence The default selection is Music on hold 7 Optional Check 2nd announcement to play another message to the caller 8 Optional Select the amount of time between the first and second announcements The default time is 20 seconds 9 Optional If the second announcement is to be repeatedly played to the caller until their call is answered check Repeat last announcement 10 Click OK to save the changes 11 Click a to merge the configuration back to the IP Office Administering Avaya IP Office Platform Voicemail Pro Page 217 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Recording the Announcements The standard announcement used is I am afraid all the operators are busy at the moment but please hold and you will be transferred when somebody becomes available
33. configured number of paging retries e Success This result connection is used by the call if an agent unparks the call before the paging retries time out Administering Avaya IP Office Platform Voicemail Pro Page 144 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Telephony Actions 6 8 11 Predictive Call Script a Use the Predictive Call Script action to create call flows for predictive calls made by Avaya Outbound Contact Express Using the Predictive Call Script action you can configure e A timeout period for the call progress analysis CPA by Proactive Contact Dialer By default the timeout period is 30 seconds e Unigue keys for the customers to press during the call flow to get included in the Do Not Call DNC list By default no keys are set e Unigue keys for the customers to press during the call flow to opt out of a virtual agent call By default no keys are set e The prompts and messages to be played to a customer and the pauses to be taken in between at various stages of the call flow Calls on which customers opt to get included in the DNC list get disconnected automatically You can configure a prompt to be played to the customers before such calls get disconnected For calls on which the customer opts out of a virtual agent call you must configure the next action in the call flow For example you can configure a Transfer action to transfer the customer to a speci
34. e Automatic The backup server initiates the failback operation immediately after the specified timeout period or after all the active voicemail calls on the backup server come to an end whichever occurs first If you select Automatic Failback set a timeout maximum 60 minutes for the failback operation e Max Call VRL Record Length secs Default 3600 seconds Use this field to set a restriction on the maximum recording length for the calls The minimum value that you can set is 5 seconds The maximum value that you can set is 18000 seconds 300 minutes Administering Avaya IP Office Platform Voicemail Pro Page 175 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 e Play Advice on Call Recording Default On Use this check box to set whether to play an advice warning to the callers when their calls start getting recorded It is a legal requirement in some countries to inform the callers before recording their calls and so confirm before you clear this check box e System Fax Number Default Blank Use this field to set the number of the fax machine to which all incoming faxes are to be directed If you are using a fax board the number that you enter must match the extension number that is connected to the fax board of the fax server computer For details see Setting the Voicemail Pro System Fax Number 350 e Intuity mailbox owners have the additional option to define their own personal fax number instead of the s
35. menus To start the lt VOICEMAILPRO9 gt client 1 Using a web browser log into the web management menus for the server hosting the voicemail service 2 Click Applications and select Voicemail Pro Call Flow Management 3 The Voicemail Pro client is started and the configuration from the voicemail server is loaded 10 5 Downloading the Windows Client To download the client from a Linux server For Linux base voicemail servers a copy of the installer for the Voicemail Pro client can be downloaded from the server This can then be installed on a Windows PC 1 Using a browser login to the server s web management menus 2 On the Solutions page click on the icon next to the server and select Platform View 3 In the platform view click on the App Center tab 4 Download and install the Voicemail Pro client package Administering Avaya IP Office Platform Voicemail Pro Page 300 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Chapter 11 Voicemail Pro Examples Administering Avaya IP Office Platform Voicemail Pro Page 301 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 11 Voicemail Pro Examples This section contains a number of examples for specific areas of Voicemail Pro operation For simple examples refer Avaya IP Office Voicemail Pro Example Exercises 15 601138 That document contains a series for setting up a basic auto attendant and then adding additional features Working
36. name and password Windows Based Servers If you start the Voicemail Pro client on the same computer as the Voicemail Pro server the system will automatically load the settings to manage that server You will have full access to all the servers settings you do not need to login with an administrator account 2834 name and password You can change to offline mode 274 if required or select to login to a remote server using the process below To connect to a remote Voicemail Pro server you will need to login using the name and password of an administrator account 284 already configured on that server The default account user name is Administrator with password Administrator After logging in with this account you should change the password from that default value Linux Based Servers Linux based Voicemail Pro servers can only be accessed remotely This accessed is controlled by the security configuration of the IP Office system to which the voicemail server is connected By default only the IP Office Administrator has access to the voicemail server However you can use the IP Office s security setting to configure access for other accounts To login the Voicemail Pro client 1 From the Start menu select Programs IP Office Voicemail Pro Client 2 The Voicemail Pro Client window opens e If the client has been started before it will start in the same mode as it used previously If it fails to do that or if it is the first time that the
37. name matches 76 375 Name Property 307 Name Table Using 337 Name window 75 124 Names 32 139 NameWavsTable 337 Nest Tags 357 Netscape 345 Network Settings 164 New Condition icon 65 66 New Condition window 63 65 66 New Include File 33 New Password 28 375 NewMsgs 307 NewMsgs Property 307 Night Service 133 216 390 No Answer Time 239 261 amend 262 setting 262 No Match result 132 no Remote 20 28 Non Intuity Prompt 390 Normalize Queue Length 220 Notepad window 51 Notify 23 92 134 139 noun gt record lt partofsp 357 November 375 390 O ODBC 325 OldMsgs 307 OldMsgs Property 307 OLE DB Provider Select 164 on configuring outcalling 375 on identifying Administering Avaya IP Office Platform Voicemail Pro IP Office Platform 9 1 Index campaign 339 on Incoming 169 170 221 on incoming message 390 Online Mode 27 Open and or 88 Open Database Connectivity 325 Open Door 88 add 150 Open Door Action 88 150 Open Voicemail Pro 262 Other Files Including 33 out according 50 outcalling administration 375 outcalling destination 375 Outcalling feature 234 OutCalling features 231 outcalling number 375 outcalling option 375 outcalling options 186 292 375 Outcalling Preferences Setting 186 292 Outcalling tab 186 292 Outcalling window return 186 292 outcalls 375 P Page Calls 154 Pager 139 231 232 Pager gt KEY 139 Park Slot 343 passing voicemail 262 Password MAPI 177 SMTP 178 285 path duri
38. ne eud Gyu TF DYDI FD dun SR 168 6 12 1 Queue ETA Lacen apreses 169 6 12 2 QUEUE Posin aooaa 170 7 System Preferences Pe General daa A eaer a et S 175 Tid Directori ES rinore AAA AN 176 7 3 Email ui y GY E EN 177 LIA MAPLSe rvice ii a a a 177 E582 MARI hs AI hess Sn OR 177 7 3 3 SMTP Sender nacar easa d ar 178 7 3 4 SMTP ReCIVES ccccceeececcceesssceeeeeeessaeeeeeeees 181 7 4 HOUSCKCCPING ccceeceeceeeceeeeeeeeteceetenenseneneeeeseeeenes 183 75 SNMP Alii ia 185 7 6 Ouicalling i nih ait eee ie led 186 7 7 Voicemail Recording wwwssmwmamamanamwaawimaaamaaza 187 7 8 Backup amp RESstore wsswwmanemaanzmanamwanwmmanamaaa 188 7 9 Syslodi wenn nett ee ya aia theta he 188 TAVOIVPNM Ge eg EA 190 8 Mailbox Access and Configuration 8 1 Message Waiting Indication lt lt lt 194 8 1 1 Other User MWL cccccccccccccssssseeeesessseeeeees 194 8 1 2 Hunt Group MWI ce eeeceeeeeeeeeeeeeeeeneeeeeeeereeees 195 8 2 Mailbox PaSSWOMdS ccceeeeeeeneeeeeseeeteeeeeeeeenneees 196 8 2 1 Password Rules Enforcement lt lt lt lt 196 8 3 User Voicemail ACCESS c ccecceeeeseetteeeeeeeeseeees 196 8 3 1 Creating a Voicemail Collect Button 198 8 3 2 Creating a Visual Voice Button 198 8 3 3 Giving Users Access from Any Extension 199 8 3 4 Giving Users Access
39. non secure mode e Sender Identifier Note that some servers will only accept e mails from a specific sender or sender domain If left blank the Voicemail Pro server will insert a sender using either the e mail address set for the voicemail mailbox user if set or otherwise using the best matching name it can resolve from the IP Office e Server Requires Authentication This check box indicates whether the connection to send SMTP messages to the mail server requires authentication with that server The authentication will typically be to the name and password of a mailbox account configured on that server e Account Name Sets the name to use for authentication e Password Set the password to use for authentication Administering Avaya IP Office Platform Voicemail Pro Page 179 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 e User Challenge Response Authentication Cram MD5 If this check box is selected the name and password are sent using Cram MD5 Note If you are using Voicemail Pro in a distributed environment a distributed server delivers a recorded message to the central Voicemail Pro server on completion of the recording However the presentation to the Voicemail Pro server for message waiting indication MWI and access via telephone might be delayed because of the internal processing of the message and the network latency The delay might be up to 2 minutes in high traffic situations Administering Avaya
40. o o Lla o a be do alz oS js a cr o o o 5 ct 5 c o o rr o a c Please enter the time for the alarm call in 24 hour clock notation lt u lt oa o c O2jJc S D lt 3 g0 3 209 E S no C15 5 o Ja L z u S e O o o 5 o uel rn OO lo a a v 3 o mn v o a o cr o cr gt o o 5 a uw bam o v vV cr o o o 5 o o Press 1 to verify this alarm or press 2 to delete it AM AM HE 55 na uc o d 5D ola 313 315 Sila o olo oo oo un oO ole y Aa a PER o5 JI aor 00 cmp 04 Press 1 to start again press 2 to rewind press 3 to abandon press 4 to delete press 5 to complete press 7 for previous field press 8 for start of current field press 9 for next field press o 2 3 a lt o o a a o o 5 Q 3 oO Q o a oO a HEE 51515 oo o ooao cycfc 31313 aia Io DDO 31313 et ier ier ooo amp o je 3 1313 d o bel o Jo o Q wo o w 5 15 15 3 3 3 2 mo o nin WwW nin Wn O o a o a 0 olo a e d ey o ono o ccc lD o oo o 3 5 5 9713 3 ODD vss 2AA a o NP gaa oo o avp gt o lo ojo 3 e HE a S ol a to forward press 0 to pause press to rewind Please enter your PIN and press to finish Please try again To be announced into the conference please speak your name and press when you have finished Your name is too short please try a
41. problem trying 166 Problems 165 166 175 283 390 produce 95 339 Profile 177 ProgA 337 Prompts 13 Properties window 63 86 164 Provide 349 Provider Tab 164 Provides voicemail 231 Q QPOS 308 314 319 QPOS voicemail 308 QTIM 305 311 319 QTIM voicemail 305 Queue Actions 50 88 Queue Actions icon 169 170 Queue ETA 88 221 add 169 170 Queue ETA Action 88 169 170 queue greeting 390 queue greeting press 390 Queue Length 220 Queue Position 88 169 170 211 221 390 Queue Position Action 88 170 221 Queued Used 72 74 Administering Avaya IP Office Platform Voicemail Pro IP Office Platform 9 1 Queued amp Still Queued 72 Queued Callers Estimated Time Answer 221 Queued Callers Queue Position 221 Queued Start Point 219 262 Queued start point giving 262 Queued start point replaces 219 Quit 390 Campaign R Rate Change 357 Read Email 362 read matching records 325 REC 246 rec_01 390 Reception 83 128 243 262 375 390 ReceptionClosed 83 ReceptionOpen 83 RECNAM 01 390 RECNAM 02 390 RECNAM 03 390 recognize 74 264 355 Recor 251 Record Call 245 251 Record Inbound 256 Record key 341 Record Name 74 88 201 319 336 add 127 Record Name Action 74 88 127 336 Record Name Module Adding 336 Record Outbound 256 record re record 336 recorded asking user 268 recorded name greeting 201 recording As String 321 Recording Library 122 245 248 253 256 Recording Library options 253 256 recording press
42. server computer Intuity mailbox owners can receive fax messages into their mailboxes and set a preferred fax number to use instead of the system fax number As the administrator you still need to set up a system fax number to enable mailbox owners to set their own numbers A personal mailbox fax number overrides the system fax number For details mailbox owners can refer Avaya IP Office Intuity Mailbox Mode User Guide 15 601130 If your fax system requires prefix addressing for example the C3000 fax server do not type a fax number In the System Fax Number box Instead type the number to use as a prefix so that a fax message can be identified and forwarded to the extension number of the intended recipient For example if the prefix were 54 a fax message for extension 201 would have the prefix of 54 automatically added so that the complete number would become 54201 4 To use the specified prefix check the Use as a Prefix box so that the number that you typed in to the System Fax Number box is used If your fax system does not use prefix addressing leave this box unchecked Important For this feature to work you also need to set up a short code Administering Avaya IP Office Platform Voicemail Pro Page 350 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Voicemail Pro Examples Fax Server Configuration 5 Most fax servers perform fax forwarding based on DTMF signaling received with the fax call Check the Enable
43. uA AIA oO O ON N ul ee For out of hours calls To listen to a greeting press 0 to create change or delete a greeting press 1 to scan all your greetings press 2 to activate a greeting press 3 to administer call types press 4 if finished press N ul N Enter greeting number To use this greeting for all calls press 0 for internal calls press 1 for external calls press 2 Recorded but not active Personal greetings review completed To skip to the next greeting press the sign To activate a greeting enter greeting number to de activate a greeting activate a different greeting in its place To activate another greeting enter greeting number to de activate a greeting activate a different greeting in its place Same greeting used for all calls N oo N N oo Ww As you use IP Office your name will be included in system announcements that you and other people will hear At the tone please speak your name after speaking your name press 1 No answer jo o o 00 ODINI INININININININININ NON Be RPoRPiP PIP OO 0 0 O O O 0o o Bow oau aBM O NO MO 0o uo u S oo Administering Avaya IP Office Platform Voicemail Pro Page 381 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 WAV File Intuity Prompt For all calls For internal For external For no answer For out of hours You must approve your recording Please enter extensio
44. 10c 09 December 2014 Chapter 12 Exchange Server Integration Administering Avaya IP Office Platform Voicemail Pro Page 365 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 12 Exchange Server Integration For customers using Microsoft Exchange user can be configured to have their voicemail messages forwarded to their email mailbox Those users can then use Microsoft Outlook to view manage and playback their voicemail messages This is referred to as UMS Exchange Integration 21h For IP Office Release 9 1 the voicemail server can use Exchange Web Service EWS to connect to the Exchange server This simplifies exchange integration as it removed the need to install and configure MAPI on server and client PCs It is supported for the IP Office Server Edition IP Office Application Server and Unified Communications Module Linux based voicemail servers connecting to Exchange 2010 and Exchange 2013 servers Prerequisites 1 Network connectivity and discovery from Voicemail Pro Server and Exchange Service The domain and hosts of exchange server should be reachable 2 Auto discovery service is running on the Exchange Server 3 Suitable IP Office user profiles licenses Teleworker Office Worker or Power User on the IP Office system 12 1 Exchange Server Configuration On the exchange server an access group is created Any email users requiring Exchange integration can then added to that group and their email addres
45. 139 10 4pr 9 12 PM 59s A GB pr 139 10 2pr 9 11 PM 59s wm Oe 139 10 4pr 9 09 PM 59s v Save Delete e Configure Voicemail Using the one X Portal for IP Office application you can access and change the user settings for voicemail Configure Add Tab AA Save Profiles Telephony DND Exceptions Voicemail Desktop Integration IM Presence Voicemail Passcode Configure your voicemail access passcode for use when dialing into voicemail to retrieve your messages Passcode Confirm Passcode Note Only numbers are allowed Voicemail Code should not have repeated numbers consecutive numbers and it should not be same as the extension number Edit Personalized Greetings Set up and configure your personalized greetings 1 bj o A x 2 bj A x 3 bj A x 4 bj A x 5 bj H x 6 bj o A x 7 bj A x 8 bj A x 9 bj o A x Voicemail Screening Configuration Use voicemail screening to enable voicemail pickup listen Enable voicemail pickup listen Administering Avaya IP Office Platform Voicemail Pro Page 205 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 8 4 5 Visual Voice Visual Voice provides the user with a display menu for access to their mailbox rather than having to follow spoken prompts It can be used with Voicemail Pro Intuity and IP Office modes and Embedded Voicemail By default Visual voice displays information for the user s own mailbox and for an
46. 196 198 199 215 238 239 240 243 271 335 336 Voicemail Collect Button 196 198 Voicemail Email 362 390 MAPI 177 Voicemail Email Reading 362 voicemail functions call 72 Voicemail Lite 201 202 242 390 Voicemail Mailbox 175 283 345 348 350 362 Voicemail Message 231 Voicemail Node 72 75 240 242 Voicemail Outcalling 231 Voicemail Password match 175 283 voicemail PIN prompted VoiceMail Pro System Overview 11 Voicemail Pro 1 2 6 130 160 Voicemail Pro 1 4 263 Voicemail Pro Actions 155 302 Voicemail Pro Administrators 24 28 72 Voicemail Pro Client 24 28 230 246 353 Close 34 36 run 20 27 Start 247 use 175 283 Voicemail Pro Client Server 28 Voicemail Pro Client window 20 parts 24 Voicemail Pro Database Operation 325 Voicemail Pro detects 348 Voicemail Pro Dial 127 138 Voicemail Pro file 33 Voicemail Pro housekeeping 183 289 Voicemail Pro Installation 338 242 Page 409 15 601063 Issue 10c 09 December 2014 Voicemail Pro involves 349 Voicemail Pro Login window 20 27 Voicemail Pro Module 238 241 243 271 Access 240 Voicemail Pro Networked Messaging 230 Voicemail Pro SelfSelect 243 Voicemail Pro Server 24 25 28 92 93 120 122 156 185 202 246 254 260 264 291 355 connect 20 Voicemail Pro server during 264 Voicemail Pro Server PC 92 93 Voicemail Pro Service 177 Voicemail Pro Start Points 238 241 242 Voicemail Pro System Fax Number 354 Setting 350 Voicemail Pro System Variables 13
47. 2014 Personal Distributions Lists Intuity mode mailbox users can user personal distribution lists as the destination for voicemail messages they are sending or forwarding to other mailbox user This saves them having to enter the individual mailbox numbers each time Users can configure their distribution lists through the mailbox s telephone user menus Using Voicemail Pro you can view and edit each user s distribution lists Each user mailbox can have up to 20 distribution lists Each list can contain up to 360 mailboxes and can be set as either public or private Private lists can be used only by the mailbox user Public lists can be used by other mailbox users when they forward a message However public lists cannot be modified by other users To configure a user s distribution lists 1 Click on Users in the navigation pane A list of all the user mailboxes on the server is displayed in the details pane 2 Locate the user mailbox and right click on it Select the option Mailbox Administration 3 Select the Personal Distribution Lists tab Mailbox Details Distribution Lists ID Name Type 100 Sales Team Public Account Personal Distribution Lists Outcalling Edn211 Edn212 4 To show the mailboxes in an existing list click on the list The existing members are shown in the bottom panel ID 100 Public List Members Edn212 Administering Avaya IP Office Platform V
48. 215 217 219 220 221 231 232 233 234 240 241 242 243 245 246 247 248 254 255 260 261 262 263 264 265 268 270 271 283 289 292 302 305 308 325 326 330 332 334 335 336 338 343 345 348 349 350 353 354 355 375 390 50 256 260 changed during 267 pressed during 251 Routing 239 Transferring 239 voicemail functions 72 call archiving system 175 283 call depending on 88 call flow according 80 call follows Invalid 134 139 call handling 156 call involving 251 Page 399 15 601063 Issue 10c 09 December 2014 Call List 88 add 137 Call List Action 88 137 Call Park 343 Call processing 338 Call Recording 175 245 251 283 Advice 246 Call Recording Message Advice 246 Call Recording Warning 245 246 Call Route 88 200 Incoming 255 Call Routing 88 Incoming 241 Call Status 88 133 Call Status Action 133 call This 251 Call VRL 175 283 Callback 72 74 75 95 128 231 233 242 375 Select 232 Callback Used 72 74 Callback Number 128 231 232 233 caller attempts access 74 Caller Display Type 354 caller explaining 141 caller matches ISBN 326 caller pressing 115 122 caller purchases 326 callerid 305 Caller s Mailbox 120 122 123 127 128 set 336 callflow 111 120 callflows 28 CallingParty 305 CallingParty Property 305 CallRecord 251 calls direct 335 calls during 67 Campaign Action 88 125 221 339 341 343 Campaign Editor 339 Campaign Identification 343 Campaig
49. 254 D data As String 322 Data Link 164 326 Data Link Properties dialog view 326 Data Link Properties window 164 Data Tagging 134 139 Database Actions 50 88 325 Database Actions icon 164 165 166 167 Database Close 88 325 add 167 Database Close Action 88 167 Database Execute 88 166 326 332 add 165 preceding 325 Database Execute Action 88 165 166 325 326 332 Database Execute icon Select 332 Database Get Data 88 325 326 add 166 Database Get Data Action 88 166 326 Database Open 88 325 326 332 add 164 preceding 165 Database Open Action 88 164 165 326 332 Database Open Icon Select 326 Database Scenario 326 database succeeds 164 DATE 319 DATE TWENTY FIRST SEPTEMBER 319 DB 34 330 DB Backup 34 Administering Avaya IP Office Platform Voicemail Pro IP Office Platform 9 1 Index DBD 80 111 166 319 325 330 355 DDI 80 348 incoming 354 Default Callback 232 Default Callback Start Point 232 default greeting 375 Default Language 268 Default Recording 255 Default Settings 185 262 291 Default Start Points 72 74 117 242 268 Default Telephony Interface 175 283 Default Collect 242 Default Leave 242 Default Queued 242 Default Still Queued 242 Delegate May 234 Delete Prompt 92 Delete Start Point 50 deselect 65 Details into Entering 332 Diagnostics 51 76 DID 348 digit string 375 digit string starting 115 digits As String 317 digits including 132 375 directory press 375 Disable a
50. 5 Creating Messages To add a new message first create the message information in the Avaya Outbound Contact Express Supervisor Editor application using the Message Wizard For details see Using Avaya Outbound Contact Express Supervisor Then using the slot number generated for the message you can then either record the message using telephone or upload a pre recorded message to the Voicemail Pro server Creating a message using telephone 1 Dial the short code 99 The system plays the message Please enter list identification and hash When finished press hash 2 Enter the slot number assigned to the message and press For example if the slot number is 6 press 6 and then The system plays the message To hear the recording press 1 to change the recording press 2 to save the recording press 3 3 Press 2 The system plays the message Start speaking after the tone and press 2 when you are finished recording 4 Record the message and press 1 The system plays the message To hear the recording press 1 to change the recording press 2 to save the recording press 3 5 Press 3 The system plays the message Saved To import a pre recorded message 1 Convert the message file to the Microsoft WAVE format PCM 16 Bit mono 8 KHz using a file conversion tool for example Audacity 2 Rename the message file to lt s ot_number gt wav For example if the slot number is 6 rename the message file to 6 wav 3 Connect to IP Offic
51. 9 7 Support for Outbound Contact Express The Avaya Outbound Contact Express solution is designed for contact center agents who reach out proactively to customers and prospective customers As a component in the Avaya Outbound Contact Express solution Voicemail Pro provides the following support e Record calls 245 e Perform Call Progress Analysis CPA e Provide call flow and prompts to handle queuing messages For details see Predictive Call Script 145 e Provide an option to customers to opt out of virtual calls For details see Predictive Call Script 145 e Provide an option to customers to be included in the Do Not Call DNC list For details see Predictive Call Script 1145 e Play messages when e no agents are available and the call is placed in a queue e the call is answered by an answering machine e an agent initiates a message by using an agent key e an agent places the call on hold e the call is a virtual agent call 9 7 1 Messages For Avaya Outbound Contact Express to play messages on the outbound calls you must configure scripts using the Avaya Outbound Contact Express Supervisor Editor application Each of such scripts invokes Voicemail Pro to play a specific message identified by the message number from the opt vmpro Wavs Modules CPAPrompts folder The following messages are delivered with the Avaya Outbound Contact Express solution by default Message Description Voice Script Configuration Rec
52. 93 375 390 Recording Time 175 185 256 283 291 Changing 247 Recording Time Profile 256 Recording Warning 245 246 251 RecordMsg 321 RecordMsg Method 321 RecordRegister 321 RecordRegister Method 321 Regional 202 Regional Setting 202 Register 315 321 322 Register Method 322 regnum 315 321 322 regnum As Long 315 321 322 Release 256 relogon 375 relogon press 375 Remote Access 390 Remote Call Flow 88 add 156 Remote Campaign Directory 176 Remote Voicemail Notification 128 Remote Voicemail Pro Clients 28 Remove 33 362 Rename 33 63 75 Reporting 342 Page 406 15 601063 Issue 10c 09 December 2014 Reporting Tab 95 Reporting tab 95 Request ISBN 330 required flag change 345 Requires TTS 80 88 111 RES voicemail 308 restore 375 Restrictions 375 result As String 323 result occurs 87 Result Property 308 results depending on 122 results includes 132 results represents 87 Results Tab 97 Retries 138 Number Retrieving Data 326 Retry Interval 186 292 return counts 313 Ringback 195 213 231 Ringing 217 262 Root vmp 32 33 176 Rotat 337 Route Incoming 88 133 Route Incoming Call add 133 Route Incoming Call Action 88 133 Routing action 88 132 133 Routing Faxes 353 S sample listing 93 samples 93 SAPI XML 357 SAPI 111 355 357 SAPI XML 111 samples 357 SAPI XML tags 357 modify 111 SAV 80 309 315 319 323 SAV voicemail 309 SavedMsgs 309 SavedMsgs Property 309 SavedResult 309 SavedResult Proper
53. Administering Avaya IP Office Platform Voicemail Pro Page 96 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Standard Action Tabs 6 3 5 Results This tab shows the results available from an action For the majority of actions the results are fixed and cannot be changed For some actions the results are variable This tab is shown for the Start action in calls flows However it should not be used as settings applied to the Start action are ignored and should instead be applied through the first other added to the call flow General Entry Prompts Specific Reporting Results xX Default results for this token Next Page 97 Administering Avaya IP Office Platform Voicemail Pro 15 601063 Issue 10c 09 December 2014 IP Office Platform 9 1 6 4 Start Action gt This special action is present by in all call flows It is simply the start point for the call flow to which other actions can be linked While this action has General Entry Prompts Reporting and Results tabs they should not be used Any settings added to those tabs will be ignored and should be applied through the tabs of the first additional action added to the call flow and linked to the Start Point Settings 1 Double click on the gt Start icon and select the Specific tab the other tabs should not be used General Entry Prompts Specific Reporting Results Complete Sequence Tim
54. Backup amp Restore dialog box displays Abort instead of Backup Now Click Abort to abandon the backup in progress e Configure Click Configure to schedule backups for the voicemail data and settings For details see Scheduling Backups 545 7 9 Syslog Use the Syslog tab to configure the voicemail server to write syslogs records to a syslog server The records can include alarms events and changes in operation of the voicemail server Syslog Syslog Settings Enable Syslog Administering Avaya IP Office Platform Voicemail Pro Page 188 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 System Preferences Syslog Syslog Preferences e Enable Syslog Default Off Select whether the voicemail server should send Syslog records e IP Address Set the IP address of the destination Syslog server e Port Default 514 Set the UDP port on which the destination server is known to listen for incoming Syslog reports Administering Avaya IP Office Platform Voicemail Pro Page 189 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 7 10 VPNM This set of preferences is used to add a list of remote VPNM servers and mailbox users on those servers e l These features are not supported on a Linux based Voicemail Pro server To open the VPNM window 1 2 Open the Voicemail Pro Client application and connect to Voicemail Pro server From the Administration menu select Preferences gt VPN
55. Call Script Action 145 Create call flows for predictive calls made by Avaya Outbound Contact Express a Miscellaneous Actions g eMail Action 149 Email a recording gl Open Door Action 156 Open and or close a door relay te Alarm Set Action 154 Set an alarm call time Clock Action 15 Play the time to the caller 2i Post Dial Action 15 Play a recording to an extension Y VB Script Action 15 Use Visual Basic to script call flow events e P Remote Call Flow 15 Include call flows developed elsewhere in an existing call flow A amp Condition Actions These actions are used to create branches in the call routing according to whether a value is true or false A amp Test Condition Action 15 Test whether a condition is true or false Eek Set User Variable Action 158 Set a variable to a particular value y Test User Variable Action 159 Test the value of a variable e Test Variable Action 6 Check if user dialing matches set digits B Increment and Test Counter 1621 Increment a COUNTER variable and then test whether is matches a specified value Administering Avaya IP Office Platform Voicemail Pro Page 89 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Decrement and Test Counter 16 Decrement a COUNTER variable and then test whether is matches a specified value 3 Database Actions These actions relate to retrieving and a
56. Campaign Component to get access to play and change the status of campaign messages through a Web browser e To use Web campaigns users must have the latest version of Microsoft Internet Explorer installed on their computers Their computers must also have multimedia sound capabilities Web campaign users must also have a voicemail mailbox The name of their mailbox is requested when users browse the campaign messages e During installation of the Campaign Web Component the root address of the Web server is requested A folder called campaign is then added to that root The web address for browsing is set up as a link from a page within a company intranet rather than typed directly by users e Access must be through http and not network file routing To view Web Campaign 1 Open your internet browser 2 Type the address http lt server address gt campaign campcgi html The log in window opens Note If you are using Voicemail Pro installed on Unified Communications Module see Accessing UC Module Voicemail Pro server 15 E Campaign Web Interface Microsoft Internet Explorer Voicemail Pro Web Campaign User Name SAA Version 4 0 4 Continue Change Language Continue Sound Prefs Continue HD 3 Optional To change the language click the language Continue button A menu containing the countries flags is shown If you place your mouse cursor over a flag the language that it represents in indicated
57. Codes Add Start Points NEVER ACCESSED Offline U NEVER ACCESSED Disallowed YA Users NEVER ACCESSED Disallowed H oO Default Start Points oO Voicemail Pro Administrators H YA Server Dueues oO Distributed Voicemails oO Eventing Notifications NEVER ACCESSED NEVER ACCESSED NEVER ACCESSED NEVER ACCESSED NEVER ACCESSED NEVER ACCESSED NEVER ACCESSED NEVER ACCESSED NEVER ACCESSED NEVER ACCESSED NEVER ACCESSED 08 07 2010 15 12 NEVER ACCESSED NEVER ACCESSED NEVER ACCESSED NEVER ACCESSED NEVER ACCESSED NEVER ACCESSED NEVER ACCESSED Mrsrn aeeroorn Disallowed Disallowed Disallowed Disallowed Disallowed Disallowed Disallowed Disallowed Disallowed Disallowed Disallowed Offline Offline Disallowed Disallowed Disallowed Disallowed Disallowed Disallowed Wa ESRR 1 Clear Mailbox Disable Mailbox view Mailbox Details D o o 29 Modules caeceaeeeooomoooo ceaceoeoooo ooo ccooocooocoooo0o00o0o0ooooc En 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 0 n 2200000000000 e Specific Start Points 72 gt The start points are used to create and edit call flows Each of the different types of call flow created is group under icons for users groups and short codes Double clicking on those icons will expand or collapse the list of individual start points of that type e Users Groups 3 Clicking on these icons will display a summary of the user or group mailboxes o
58. December 2014 11 4 Campaigns A campaign is a series of questions and answers Callers to a campaign hear the recorded questions and give their responses either by speaking or using the telephone keypad Voicemail Pro then saves the responses for processing later Each campaign can include up to 21 questions Call processing agents can access a campaign 34 to hear the caller answers which they can then transcribe into a database or other records A Web Campaign Component is installed as part of a typical windows Voicemail Pro installation If the Web Campaign was not installed it can be added by doing a custom installation and selecting the Web Campaigns component Administering Avaya IP Office Platform Voicemail Pro Page 338 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Voicemail Pro Examples Campaigns 11 4 1 Managing Campaigns Within the Voicemail Pro client the Campaign Wizard is used to create and modify campaigns To start the campaign Wizard 1 Press F7 or click a Campaign Editor 2 The Campaign Wizard Introduction window opens Select the required activity e Create a new Campaign 333 This option takes you through a series of campaign wizard menus to set the campaigns settings e Modify an existing Campaign 340 This option displays a list of existing campaigns You can select a campaign that you want to modify You will then be taken through the campaign wizard menus for the campaign se
59. Deleted messages are no longer accessible through the voicemail telephone prompts interface or Visual Voice e Deleted messages can be undeleted Those messages are then available through all the mailbox interfaces e Moving a message in the IMAP folder to another folder in the E mail client will cause the e mail to be copied to the new folder and the original message is shown as deleted in the IMAP folder e The Voicemail Pro housekeeping settings for automatic deletion of different message types New Read and Saved are still applied e IMAP cannot be used to send or forward messages to other voicemail mailboxes Administering Avaya IP Office Platform Voicemail Pro Page 210 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Mailbox Access and Configuration Mailbox Access Methods 8 4 8 UMS Exchange Integration UMS can be configured to use a user s Exchange server email account as the user s voicemail message store rather than the voicemail server The user can then see and playback messages through their email inbox Inbox Microsoft Outlook 0 X File Edit View Go Tools Actions Help ype a question for help BA New X S YA x fg Reply Reply to All g Forward v amp A Send Receive G Search address books z Mail H Inbox WW Play 83 Play on Phone Edit Notes Favorite Folders es y Pr Voicemail Message Extn2205 gt Ext
60. Fax Sub Addressing box so that the DTMF signal is passed to the fax server after the call has been answered This is so that the fax can be forwarded to the e mail address of the intended recipient 6 Click OK 7 Click Save amp Make Live If prefixed numbers are being used the next step is to up a short code so that fax calls are routed to prefixed numbers If the chosen mailbox mode is Intuity you should then inform all mailbox owners that they can set up their own preferred fax destinations if they like See Setting Up a User Defined Fax Number 352 If a system fax number is not being used you can set up a menu action to route fax calls See Routing Fax Calls Using a Menu Action 353 If the fax server computer uses an analog fax card configure the extension number to use for faxes See Configuring an Analog Extension Number for Fax Use 35 Administering Avaya IP Office Platform Voicemail Pro Page 351 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 11 5 3 Setting up Fax Forwarding Voicemail Pro is set up to forward faxes when users dial 1 Faxes are forwarded as follows e Gfi FAXMaker faxes are sent to lt faxnumber gt faxmaker com e Fenestrae Faxination faxes are sent to lt faxnumber gt faxination com e Equisys Zetafax faxes are sent to lt faxnumber gt zfconnector com e Captaris RightFax faxes are sent to lt faxnumber gt rightfax com Example For example if a Gfi FAXMaker user dials
61. IP Office Platform Voicemail Pro Page 180 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 System Preferences Email 7 3 4 SMTP Receiver This tab is used to set where the Voicemail Pro server checks for incoming SMTP messages The SMTP Receiver setting can be set to either Internal or External Internal Pr SMTP Receiver SMTP Receiver Intemal Port 25 Domain 192 168 0 214 e Internal 18h The Internal setting can be used when the Voicemail Pro server should check the appropriate account on an SMTP server for waiting messages The server settings will be pre populated using the entries from the SMTP Sender form Use this option for Voicemail Pro servers running on the IP Office Application Server server e Distributed Primary Backup Voicemail This is the option that should be used when the Voicemail Pro server is running on an IP Office Application Server as either one of the distributed Voicemail Pro servers or as a server in a primary backup server pairing e Port This is the port on which the Voicemail Pro server listens for incoming messages The default is 25 e Domain This is the domain destination address for which the server will accept incoming e mails Note that it matches the domain set by the first server entry in the SMTP Sender 17 amp tab e Messaging Between Voicemail Servers For messaging between Voicemail Pro servers the first entry in the SMTP Sender list must be the one configured a
62. IP Office mode and 3 seconds in Intuity mode Use this field to set a restriction on the minimum length for a message The minimum value that you can set is 0 seconds and the maximum value is 10 seconds Messages shorter than the minimum length are deleted immediately In IP Office mode this field is unavailable e Max Message Length secs Default 120 seconds Use this field to set a restriction on the maximum length for a message The maximum value that you can set is 3600 seconds 60 minutes e Failback Option Default Graceful Use this field to configure the mode of failback operation in a voicemail system with a backup Voicemail Pro server e Manual The system administrator has to initiate the failback operation e Graceful Default The backup server initiates the failback operation immediately after all the active voicemail calls on the backup server come to an end e Automatic The backup server initiates the failback operation immediately after the specified timeout period or after all the active voicemail calls on the backup server come to an end whichever occurs first If you select Automatic Failback set a timeout maximum 60 minutes for the failback operation e Max Call VRL Record Length secs Default 3600 seconds Use this field to set a restriction on the maximum recording length for the calls The minimum value that you can set is 5 seconds The maximum value that you can set is 18000 seco
63. IP Office press X To add a member enter extension To add a member enter last name Welcome to IP Office You are in the main directory To find a subscribers extension enter the last name followed by the sign To enter the letter O press 7 for z press 9 To lookup by extension instead press 2 NININININININININININININININININININ NI NINI N ouaaa BA R NG NDO G O NIR UN N oo N NIN N Mo u N co oo If you wish to specify a non IP Office subscriber first change to extension addressing by pressing A To transfer to another extension press T Louder press 4 softer press 7 faster press 9 slower press 8 To add entries press 1 To renter list press 5 To specify owner by name press 2 You are at the activity menu You are changing your password c gt w 5 lt E ET o y lt February Piz Uw s IO eis gE ISE e S o mn r September o Q er o o oO 5 zZ o lt 3 fo o o December You are in the numbers directory To find a subscribers name enter the extension followed by the sign To lookup by name instead press 2 You are responding to a piece of incoming mail You are administering your lists To create a mailing list press 1 to play a summary of all your lists press 2 to review a particular list press 3 You are creating a mailing list Ww Ww N Ww Ww Ww N N Administering Ava
64. Issue 10c 09 December 2014 Voicemail Pro Examples Database Connection 4 When the query has been entered the SQL wizard is closed The specific tab of the action will contain the entered query see example shown below Properties for Request ISBN From DB a 2 x General Entry Prompts Please enter the SQL command to be executed SOL Wizard Command to execute SELECT Author Cost ISBN Title FROM BookList WHERE ISBN key Database Get Data Action The Database Get Data Action is used to return details of any matching entries following a search against a database gt Get Book Details Mr AtEnd Empty i To retrieve the results an option is selected on the specific tab to select how the data is retrieved from the database In this example the Retrieve the next item in the list option is selected and the caller can step through the results if more than one match ISBN is found Properties for Get Book Details E E 2 x General Enty Prompts Speci TTTT Reporting Results How do you want to retrieve this data item Retrieve the next item in the list Retrieve the previous item in the list Retrieve the first item in the list Retrieve the last item in the list If a matching ISBN has been found the call flow is routed to another module called Bookshop_CurrentBookSpeakDetails Administering Avaya IP Office Platform Voicemail
65. Mail Action 74 88 120 232 265 268 269 GetCallingParty 311 GetCallingParty Method 311 GetDTMF 311 GetDTMF Method 311 GetEstimatedAnswer 311 GetEstimatedAnswer Method 311 GetExtension 312 GetExtension Method 312 GetLocale 312 GetLocale Method 312 GetMailbox 312 GetMailbox Method 312 GetMailboxMessage 313 GetMailboxMessage Method 313 GetMailboxMessages 313 GetMailboxMessages Method 313 GetMessagePriority 313 GetMessagePriority Method 313 GetMessagePrivate 313 GetMessagePrivate Method 313 GetMessageStatus 314 GetMessageStatus Method 314 GetName 314 GetName Method 314 GetNewMsgs 314 GetNewMsgs Method 314 GetOldMsgs 314 GetOldMsgs Method 314 GetPositioninGueue 314 GetPositionInQueue Method 314 GetRegister 315 GetRegister Method 315 Page 402 15 601063 Issue 10c 09 December 2014 GetResult 315 GetResult Method 315 GetSavedMsgs 315 GetSavedMsgs Method 315 GetSavedResult 315 GetSavedResult Method 315 GetVariable 316 GetVariable Method 316 Gfi FAXMaker 349 352 Goto 88 Add 117 337 Goto Action 88 117 337 Granting Access 343 Group Broadcast Configuring 214 Group Start Points 242 H Help button clicking 164 help press 375 Hide To Column 207 HMain 195 213 Home Action 88 118 Hours Fallback Group Out 216 Hours Greeting 390 Out 216 hours greeting press 390 Hours Operation 216 Housekeeping 183 289 Housekeeping tab 183 289 HTML 362 Hunt Group Call Flow Customizing 221 Hunt Group Mailbox Owners 220 Hu
66. Name VMProService dmn amp vm2 com b4 User logon name pre windows 2000 VMProServiceAdmen Password Confirm password seoeoooo 1 User must change password at next logon Help lt Back Cancel 3 Assign application impersonation rights to the group Open Exchange Management Shell and execute following commands In these and the following command where applicable replace the domain name group name and exchange service name in the commands with used in the previous steps a Create a management scope called vmpro scope with a filter for the group created above using the following command PS C Windows system32 gt New ManagementScope Name vmproscope RecipientRestrictionFilter MemberofGroup eq CN vmpro CN Users DC vm2 DC com b Assign the impersonation permissions to the VMProServiceAdmin user using the following command PS C Windows system32 gt New ManagementRoleAssignment Name VMProImpersonationRole Role ApplicationImpersonation User VMProServiceAdmin vm2 com 4 Exchange Web Service Configuration Configure the exchange web service external URI using the following commands a Use the following command to get the Exchange server s identity PS C Windows system32 gt Get WebServicesVirtualDirectory fl Identity Identity WIN UM2UN5GIKMG EWS Default Web Site b Use the following command to set the external URL for the identity PS C Windows system32 gt Set WebServicesVirtualDirect
67. Platform Voicemail Pro Page 137 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 6 8 7 Dial by Name B Using the Dial by Name action callers can enter the name of the person or group they want to contact by dialing on a keypad The caller is then played a list of matching names from which they make a selection The list uses the name prompts recorded by the mailbox users For an example of the action in a call flow see Example Call Flow Dial by Name 338 The action is designed on the assumption that the telephone uses the ITU standard alphabet markings as shown below JKL MNO 5 Ce e The action prompts the caller to dial the name they require and then press Callers can also press to exit without making a selection For example dialing 527 matches names starting with JAS for example Jason and KAR for example Karl W ud fan D wo oz TUY wW x lt N a e If no matches are found the caller is given the option to retry If 10 or less matches are found the matching mailbox name greetings are played as part of a selection list that is Press 1 for press 2 for If more than 10 matches are found the caller is prompted to either press to hear the first 10 or to dial more characters to reduce the number of matches If they select to play the list after each set of 10 matches they can either make a selection or follow the prompts for other options For users
68. Pro Page 329 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 11 2 1 2 Returning Data from the Database The Bookshop_CurrentBookSpeakDetails module tells the caller the book title the author s name and the cost of the book matching the ISBN that they entered MW Yoicemail Pro Client Intuity Local File Edit Actions Administration Help ey clea ee et Ek ee Modules gt BookShop_CurrentBookSpeakDetails F amp WA oO Specific Start Points Users e Groups 4 Short Codes E a Default Start Points Oo Voicemail Pro Administrators Modules age BookShop_CurrentBookBuy ofS BookShop_CurrentBookSpeakl age BookShop_Search_ISBN age BookShop_SystemProblem age BookShop Welcome age BookShop_Search_Author Free Space 4 943 GB Total Space 9 766 GB WA The information from the database is conveyed to the caller using the Speak Text Action e To use the Speak Action the IP Office must be licensed for and have installed Text to Speech Administering Avaya IP Office Platform Voicemail Pro Page 330 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Voicemail Pro Examples Database Connection Speak Book Title The Speak Book Title action is used to tell the caller the book title associated with the ISBN that was entered The fields selected in the Request ISBN from DB action contain the information retrieved fr
69. Resume Clicking on this will request the IP Office to resume routing calls to the Voicemail Pro server Administering Avaya IP Office Platform Voicemail Pro Page 26 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Using the Voicemail Pro Client Voicemail Shutdown or Suspend 2 6 Changing Between Offline and Online Mode It can be useful to connect to a system to get the current system configuration and then disconnect and make changes offline If the Voicemail Pro client and server are on the same computer you can switch between online and offline mode without having to log out To switch between online and offline mode 1 From the File menu select Select Mode Select Voicemail Pro Client Mode E x Select Mode VmPro server is on LAN or WAN Receretevceecescencesosestacensenseevenscsneennensenenssseceneonscesennesncesvensecseessesenevensenee snes Offline VmPro server is not available e Online If this option is selected the client will display the menus for selecting the Voicemail Pro server to which it should then connect If the server is remote that is not on the same computer as the client the name and password of any administrator account 28 configured on the server will be required for access The account used will determine the range of actions that can be performed on that server e Offline Offline mode for Windows Select this option to use the client without connec
70. The Assisted Transfer action transfers the caller to the specified number which can include IP Office short codes The caller hears either music on hold if installed The transfer is not blind if the call receives busy or no answer then it returns to follow the appropriate connection e This action is intended primarily for use with internal transfer destinations for which the IP Office can track the status of the call If used with external transfer destinations the ability to detect whether the call has been answered or not depends on the signaling provided For example if you transfer the call using an analog line IP Office records the status of the call as answered e On systems with IP trunks and extensions especially those that are within an IP Office Small Community Network there may be a short delay to connect the speech path when an assisted transfer is answered Settings 1 Click the g Telephony Actions icon and select Ta Assisted Transfer 2 The General 9 Entry Prompts 921 Reporting 9 and Results 971 tabs are standard tabs available to all actions 3 Select the Specific tab Assisted transfer to Mailbox Source of transfer displayed on phone _ Description displayed on phone E3 No answer timeout 30 3 Set Caller Priority Low Notify Caller of Transfer to Target e Mailbox Enter the number of the destination for the transfer This can include IP Office short codes or numbers specified by
71. This can be replaced in a number of ways depending on the The maximum length for announcements is 10 minutes New announcements can be recorded using the following methods e Voicemail Pro IP Office Mode Access the hunt group mailbox and press 3 Then press either 3 to record the ist announcement for the hunt group or 4 to record the 2nd announcement for the hunt group e Voicemail Pro Intuity Emulation Mode There is no default mechanism within the Intuity telephony user interface to record hunt group announcements To provide one a custom call flow containing an Edit Play List 126 action should be used In the file path enter GREETING lt hunt_group_name gt _Queued or GREETING lt hunt_group_name gt _StillQueued where lt hunt group namez is replaced by the hunt group name e GREETING is a variable that points to the current location of the Voicemail Pro servers greeting folder by default c Program Files Avaya IP Office Voicemail Pro VM Greetings Administering Avaya IP Office Platform Voicemail Pro Page 218 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Mailbox Access and Configuration Hunt Group Voicemail 8 5 6 Customizing Announcements The announcements and actions provided to a caller can be customized using the Queued and Still Queued start points e The Queued start point replaces the default Announcement 1 e The Still Queued start point replaces the default Announcement 2 E mo
72. To close the Voicemail Pro Client Administering Avaya IP Office Platform Voicemail Pro Page 36 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Using the Voicemail Pro Client Closing Down 1 From the File menu select Exit 2 If you have not made any changes the Voicemail Pro Client closes and you are returned to the desktop If you have made any changes the system prompts you whether you want to save the changes 3 If you do not want to save your changes click No No changes are saved If you want to save your changes click Yes Your changes are saved but not made live 4 If you want to make the changes live click Save amp make Live Administering Avaya IP Office Platform Voicemail Pro Page 37 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 2 13 Using the Navigation and Details Panes The information displayed in the main right hand window of the Voicemail Pro client depends on what is currently selected in the left hand navigation windows For instance if Users is selected details of all the user mailboxes and the messages in those mailboxes is displayed W Voicemail Pro Client Intuity File Edit Actions Administration Help H B i 8 2 du e AB 6 BSB w Og B A Doc IP500v2 4 10 136 80 22 EA Specific Start Points NEVER ACCESSED Disallowed Groups Q NEVER ACCESSED Disallowed Mn 0 NEVER ACCESSED Disallowed Predictive Calls 0 NEVER ACCESSED Disallowed a Short
73. Users Owners Using Advice 264 mailbox message 310 311 314 318 319 321 322 mailboxes As String 310 317 322 mailing lists 375 Main Voicemail Pro Window 24 75 175 176 177 183 185 186 283 289 291 292 Main Collect 242 Main Leave 242 Making them Live 32 Manager application 75 138 Manager Incoming Call Route 241 Managing Campaigns 339 Mandatory Announcement Example 261 Manual Call Recording Starting 251 Manual Recording Customizing 254 Manual Recording Mailbox 253 Manual Recording Options Setting 253 MAPI Password 177 Profile 177 MAPI email 177 362 MAPI Email Preferences Setting 177 MAPI Password leave 177 MAPI Profile 177 MAPI based Voicemail Email Voicemail Pro 362 Administering Avaya IP Office Platform Voicemail Pro IP Office Platform 9 1 Matching Short Code 72 75 Creating 243 MattR 270 Max 175 247 283 Maximum Number 311 341 maxtime 321 maxtime As 321 maxtime As Long 321 mdb 34 mdb file 34 Member Of 99 195 213 215 Menu Action 88 95 139 221 243 262 268 271 326 348 349 350 353 Specific 115 Menu action Touch 353 Menu button 195 213 Menu key 251 337 menu press 375 390 menu provides user 196 198 Merge Config 232 message As String 313 314 316 317 322 message counts 313 Message Deletion Times Setting 183 289 message housekeeping 183 289 Message Housekeeping Preferences 183 289 Message Length 175 283 message press 375 390 message Test Connection Succee
74. Voicemail Pro server computer With International Time Zone functionality when you invoke a Clock Action configured on a Voicemail Pro server the Clock Action reports the time based on the time zone where you are located and not the time where the Voicemail Pro server is located Settings 1 Click the ine Miscellaneous Actions icon and select 3 Clock 2 The General 9 Entry Prompts 921 Reporting 95 gt and Results 971 tabs are standard tabs available to all actions 3 In the Specific tab complete the fields with relevant details Play Time until DTMF Input e Play Time Until DTMF Input If not selected the time is played to the caller once If selected the time is repeated until the caller presses a DTMF key or hangs up Result This action has the following result which can be connected to a further action e Next 3 Clock _ Route the call to a following action in the call flow This connection can be followed even after the Next caller has hung up if the Start 9 action option Complete sequence has been selected Administering Avaya IP Office Platform Voicemail Pro Page 153 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 6 9 5 Post Dial et The Post Dial action can be used to connect another extension to a specified call flow start point or to play a recording to that extension Settings 1 Click the ma Miscellaneous Actions icon and select Post Dial 2 The General 9 Entry Prompts 925 Report
75. a matching start point and if it finds one it then provides a series of actions linked to that start point If no match is found then it provides standard voicemail functions to the call Start Points Navigation Pane W Yoicemail Pro Client Intuity File Edit Actions Administratign Help waji 2 Specific Start Points Users Groups Short Codes mH Default Start Points ga Voicemail Pro Administrators 28 Modules r The Navigation pane contains an expandable and collapsible list of start points These can be start points for individual users hunt groups short codes and default start points A Specific Start Points This folder contains the start points for users groups and short codes ce Users 39 This folder contains start points set up for individual users When selected a list is shown in the details pane containing the mailbox owners names and the names of any call flows that have been assigned to the selected mailbox H amp This is a user who has one or more start points configured It can be expanded to show the different start points ee Collect Used when the user rings voicemail e gs Leave Used for calls to the user that are redirected to voicemail es Callback Used when voicemail rings a user to inform them of messages in the user s mailbox See Setting up Voicemail Pro Callback 23 e Queued amp Still Queued Used when calls to the user are que
76. a message and cannot access any other mailbox features For examples of the action in a call flow see Customizing Manual Recording 255 and Customizing Auto Recording 26 Settings Fw 1 Click the Mailbox Actions icon and select y Listen 2 The General 9 Entry Prompts 924 Reporting 95 gt and Results 9 tabs are standard tabs available to all actions 3 In the Specific tab sele General Entry Prompts Record name greeting r the Caller s mailbox or Mailbox option Reporting Results 9 Caller s Mailbox Mailbox e Caller s Mailbox The mailbox matching the start point of the call e Mailbox Select or enter the name of the target mailbox e Clicking on the browse button allows selection of the target mailbox from a drop down list of either mailboxes system variables 804 or other call flow modules The options vary depending on the action and field Possible entries Please make a choice from the following Start point or module EE i iI i L I IY System defined variables Mailbox Results This action has the following result which can be connected to a further action e Next Route the call to a following action in the call flow This connection can be followed even after the caller has hung up if the Start 984 action option Complete sequence has been selected Administering Avaya IP Office Platform Voicemail Pro Page 123 IP Office
77. above e If the destinations for the recordings are the same a single recording is made using either the incoming call route hunt group or user duration in that order or priority e Multiple recordings of the same call use multiple voicemail channels e Time profiles can be used to control when automatic call recording is used e For inbound calls recording will not take place if the call goes to normal voicemail e Different frequency settings set in percentage terms can be applied to the automatic recording of inbound and outbound calls e A mandatory setting can be used to return a busy tone when call recording is triggered but no voicemail ports are available e Where calls have been answered using a Line appearance button the call recording goes to the mailbox setting of the original call route destination Administering Avaya IP Office Platform Voicemail Pro Page 255 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 9 2 5 1 Setting Automatic Recording Options Automatic recording can be configured for e Calls received and or made by a user 2561 e Calls on a specific incoming call route 258 e Calls to a specific hunt group 25h e Outgoing calls associated with a specific account code 2551 The calls that are to be auto recorded are selected through IP Office Manager To set automatic call recording for a user 1 Open IP Office Manager and load the configuration from IP Offic
78. access the IP Office system s voicemail server By default only the Administrator server user is enabled for such access Account Access Levels For both types of account the level of access is one of the following e Basic A basic account user can view most of the voicemail settings but can only edit alarms e Standard A standard account can perform administration of call flows using the client A standard administrator can change their own password using File Change Password 28 but they cannot add remove or modify other administrator accounts e Administrator An administrator account can administer all settings including other server administrator account settings 2 7 1 Changing Password When logged in remotely using a local server account with either Standard or Administrator access you can change the account password using the process below In other scenarios the password can be changed through the through the Voicemail Pro Administrators 28 settings To change your password 1 From the File menu select Change Password Change Password x M Change Password Old Password New Password Verify New Password Cancel Help 2 In the New Password box type the new password 3 In the Confirm Password box retype the new password 4 Click OK 2 7 2 Editing Local Admin Accounts When logged in using an Administrator account you can view and edit the local server administrator account
79. accurate entries in the Name field when first setting up users Use the Full Name field for Dial by Name as the Full Name entry can be changed without affecting the existing mailbox entries 2 User Name Recordings Each mailbox to be included by the Dial by Name action needs to have had a user name recorded This can be done in two ways Intuity Mailbox Mode By default when the user first enters their mailbox they will be asked to set their voicemail code password and then to record their name IP Office Mailbox Mode In this mode you can set up a call flow that users can use to record their names This document includes an example module that can be used for that purpose The same module can also be used by Intuity mode mailbox systems to let users re record their names See Adding a Record Name Module 336 Administering Avaya IP Office Platform Voicemail Pro Page 334 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Voicemail Pro Examples Dial by Name 11 3 1 Example Call Flow In this example after selecting a name using the Dial by Name service the caller is transferred to the matching extension If that extension doesn t answer or is busy the caller is transferred to leave a message Modules gt Dial by Name Ss L Success Ue Je Failure 1 In Voicemail Pro a new module was added called Dial by Name 2 From g Telephony Actions the B Dial by name action was added 3 From g T
80. an immediate impolite shut down Any current calls are disconnected e Cancel Shut Down Cancel the shutting down process Administering Avaya IP Office Platform Voicemail Pro Page 25 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 e Once the shut down is complete the Voicemail Pro clients are the same as for off line mode To restart the server the server computer must be restarted e Suspend Calls Selecting this option will start the call suspension process for the server Once the server is suspended it can be restarted by selecting File Resume Voicemail e While the server is suspending calls selecting File again will display Voicemail Suspending Calls Clicking on this will show a menu showing the status of the call suspension process and options to either cancel it or to change it to an immediate impolite shut down X Active Sessions Suspending Calls x secs Shut Down Immediately Cancel Suspend Close e Active Sessions Displays the number of sessions calls currently in progress The shut down will only occur when this reaches zero e Suspending Calls Displays the time for which the shutting down process has been running e Shut Down Immediately Change the shut down to an immediate impolite shut down Any current calls are disconnected e Cancel Suspend Cancel the shutting down process e Once the server has suspended calls selecting File again will display Voicemail
81. asked to leave a message Administering Avaya IP Office Platform Voicemail Pro IP Office Platform 9 1 Page 222 15 601063 Issue 10c 09 December 2014 Mailbox Access and Configuration Hunt Group Voicemail 8 6 Mailbox Management When you click on Users or Groups in the left hand navigation pane the right hand pane displays information about the user or group mailboxes W Voicemail Pro Client Intuity LI File Edit Actions Administration Help j FR nn Ro B o gt A oe xl za Ly Ua El amp amp a a cc Rid SME 7 E Ga Av G E A Doc IP500v2 4 10 138 80 22 Specific Start Points NEVER ACCESSED Disallowed 0 Groups NEVER ACCESSED Disallowed 0 ia 0 NEVER ACCESSED Disallowed 0 Predictive Calls Extn202 0 NEVER ACCESSED Disallowed 0 YA Short Codes Add Start Points NEVER ACCESSED Offline Y NEVER ACCESSED Disallowed YA Users NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed 08 07 2010 15 12 Offline NEVER ACCESSED Offline NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed Mrsrn aeeroorn iM H oO Default Sta
82. attempts until the alarm is cleared e Cancel Code Default Off When off the alarm is cleared if the alarm call is answered If on a dialing code can be specified If the correct code is not dialed in response to an alarm the alarm is not cleared and will repeat if retries have been specified e Cancel Code Default Range Up to 4 digits This field is used to enter the dialing required to clear the alarm call The value will match any dialing To cancel the alarm the cancel code must be entered followed by the hash key The file used to play the alarm message must mention the cancel code and the fact that cancel code must be followed by the hash key Administering Avaya IP Office Platform Voicemail Pro Page 47 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 2 13 3 2 Outcalls When you click on Outcalls in the left hand navigation pane details of any currently set calls are displayed in the right hand pane These are calls being made by the Voicemail Pro server The types of calls that are displayed are listed below Voicemail Pro server can also be configured for alarm calls those are displayed on a separate alarms page 461 on which they can also be configured The information displayed for the calls are e Type The type of outgoing call e Callback These are new message notification calls being made for mailbox users configured for remote callback 232 e Outbound Alert These are new mes
83. be added 4 Double click on the element to view its settings Calendar Select days within a year Please double click on a day to set or unselect it January 2009 Wed Thu Fri Sat 7 8 3 10 11 12 13 14 15 16 17 18 13 20 21 22 23 24 25 26 2 28 29 30 31 5 Double click on the individual dates to select or deselect them 6 Click OK Administering Avaya IP Office Platform Voicemail Pro Page 65 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 3 3 Week Planner The call flow designed and stored on the Central Voicemail Pro contains a Week Planner Condition set for a particular time The Week Planner element is used to set which time periods during a normal week return true It consists of an entry for each day of the week and a start and end time for the true period on each day The Week Planner Condition is checked based on the time zone in which you are located and not based on the time where the centralized Voicemail Pro is located For example you on IPO1 where the time is 2 PM UTC 2 00 call another user located in a different time zone where the time is 2 30 AM UTC 9 30 If the Week Planner condition of user2 has been set to 2 30 AM UTC 9 30 and call flow is on a centralized Voicemail Pro server where the time is 5 30 PM UTC 5 30 the call flow condition is based on the time zone of user2 and not that of the Voicemail Pro server where the system stores the call flow e Multiple Day Logic By d
84. been configured the full escalation list must be completed before the next retry begins Administering Avaya IP Office Platform Voicemail Pro Page 44 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Using the Voicemail Pro Client Using the Navigation and Details Panes 2 13 2 Voicemail Pro Administrators If you log in locally or if you log in remotely using an Administrator account you can view and edit the administrator accounts 281 Note that if logged in remotely you cannot change the details of the account used for the login you can still use File Change Password 281 to change your own password File Edit Actions Administration Help H amp L Be 2 3 d w AF EU a2 Av B mad Doc IP50Dv2 amp 10 136 80 22 Oo Voicemail Pro Administrators rt Server Queues a Distributed Voicemails a Eventing Notifications Administrator Active Administrator Page 45 Administering Avaya IP Office Platform Voicemail Pro 15 601063 Issue 10c 09 December 2014 IP Office Platform 9 1 2 13 3 Server Queues 2 13 3 1 Alarms The voicemail server can be configured to make alarm calls to users This is done by directing a caller to an Alarm Set 154 action in a callflow As an administrator you can also view the alarms that have been set and also edit those alarms You can also manually add additional alarms For Linux based servers they can also be viewed and edited through
85. before and after the caller s recording You can use the action without requiring a recording The transfer target decides whether to accept or reject the call based on the displayed information and the prompts if they have been setup Voicemail Pro 9 1 also accepts the whisper call transfe r automatically after the recording if any and after prompts have been played to the transfer target Settings 1 Click the g Telephony Actions icon and select Pi Whisper 2 The General 914 Entry Prompts 924 Reporting 9 and Results 9 tabs are standard tabs available to all actions 3 Select the Specific tab Complete the fields with relevant details General Entry Prompts Whisper Play recording to Source of transfer displayed on phone Description displayed on phone No answer timeout Prompts played before the recording Prompts played after the recording Reporting Results v Play recording Auto Accept 30 A a ty X AA ax ue Order Prompt Length s Order Prompt Length s Play Recording If not selected the call is presented to the target without playing the caller s recording This allows the action to be used without reguiring a recording from the caller The prompts before and prompts after recording are still played if they have been setup Auto Accept If selected after the recording has been played the caller is automatically connected without
86. built on top of TCP IP that provides accurate synchronization to the millisecond of computer clock times in a network of computers It synchronizes all the IP Offices in an SCN configuration 13 5 5 VPNM Voicemail Private Networked Messaging VPNM is a set of preferences available only if you have selected VPNM during installation and is licensed within the IP Office configuration It is used to add a list of the remote VPNM servers and mailbox users on those servers 13 5 6 VRL Using the Voice Recording Library VRL operation Voicemail Pro can transfer specific users automatic and or manually recorded calls to a third party application Users can select VRL as the destination for calls recorded via a Leave Mail action in a call flow Currently this mode of operation is only supported with the Contact Store for IP Office application from Witness Systems This application provides tools to sort search and playback recordings It also supports the archiving of recordings to DVD Administering Avaya IP Office Platform Voicemail Pro Page 396 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Chapter 14 Document History Administering Avaya IP Office Platform Voicemail Pro Page 397 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 14 Document History WAA WA ee 17th September 2014 Updates for IP Office Release 9 1 e Database and VBScript actions no longer required Advanced Edition license
87. by any user of voicemail in Intuity mode Note e Both the Callback and Outcalling features are separate from voicemail ringback Ringback alerts the user s own extension while callback and outcalling can be used to provide voicemail notification to an external location for example a mobile telephone or pager Channel Restrictions e The Voicemail Pro server has restrictions on the number of channels it can use for different types of outgoing calls that it can make These limits are separate for each of the call types When a limit is reached further calls of that type are delayed until one of the existing calls is completed These limitations are not controlled by Voicemail Channel Reservation settings e Outcalling can use up to 5 channels at any time e Conference center invitation calls can use up to 5 channels at any time e Callback calls can use up to 2 channels at any time e Alarm calls can use up to 2 channels at any time Administering Avaya IP Office Platform Voicemail Pro Page 231 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 8 7 1 Callback Voicemail callback is a service whereby the Voicemail Pro calls a specified number whenever the user receives a new voicemail message When the callback is answered the system announces the outbound alert and waits for a key press for confirmation before continuing with the associated call flow This service requires configuration of a callback start point in V
88. call 239 375 390 Your estimated 221 Your Password 375 Page 410 15 601063 Issue 10c 09 December 2014 Administering Avaya IP Office Platform Voicemail Pro Page 411 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Template 29th August 2013 Performance figures and data quoted in this document are typical and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract The company reserves the right to make alterations or amendments to the detailed specifications at its discretion The publication of information in this document does not imply freedom from patent or other protective rights of Avaya or others All trademarks identified by the or are registered trademarks or trademarks respectively of Avaya Inc All other trademarks are the property of their respective owners This document contains proprietary information of Avaya and is not to be disclosed or used except in accordance with applicable agreements 2014 Avaya Inc All rights reserved Administering Avaya IP Office Platform Voicemail Pro Page 412 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014
89. caller s CLI if available back to them Administering Avaya IP Office Platform Voicemail Pro Page 355 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 e SAPI 5 or SSML XML tags can be added to alter how the text is spoken For example when 123 needs to be spoken as one two three rather than one hundred and twenty three using SAPI 5 enter lt spell gt 123 lt spell gt and using SSML enter lt say as interpret as number format digits gt 123 lt say as gt Administering Avaya IP Office Platform Voicemail Pro Page 356 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Voicemail Pro Examples Using the Speak Text Action 11 6 1 Text to Speech SAPI and SSML Controls Voicemail Pro TTS engines use Microsoft Speech Application Program Interface SAPI for TTS on Windows and Speech Synthesis Markup Language SSML for TTS on Linux The TTS engines use XML tags in the text that needs to be converted into speech to change the way the text is spoken For example in the following text the items within the lt gt brackets are the XML tags that TTS engines use to change how the text is spoken This is the lt volume level 90 gt text lt volume gt to speak Connect to Voicemail Pro server on Windows 1 Log in to Voicemail Pro server on Windows using your Administrator user name and password 2 Create a call flow with a SpeakText action 3 Right click the SpeakText action and select Properties 4
90. client has been started the select mode menu is displayed Select Voicemail Pro Client Mode x x Select Mode C Offline VmPro server is not available tee tw e Select either of the Offline modes to import and export 344 voicemail call flow and module files without being connected to any Voicemail Pro server In the Offline mode for Linux those call flow options not supported by a Linux base Voicemail Pro server are grayed out Administering Avaya IP Office Platform Voicemail Pro Page 20 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Using the Voicemail Pro Client Logging in to the Voicemail Pro Server e To connect to a Voicemail Pro server select Online W mPro Login x Please enter a User Name This is the name that the workstation software installed on this PC will use Login User Name User Password Unit Name NP Address 192 168 0 203 y Browse M Remember Me Select Mode Cancel Help Enter the name and password for an administrator account e In the Unit Name IP Address field enter the DNS name or the IP address of the Voicemail Pro server Note If you are connecting to a Voicemail Pro server installed on Unified Communications Module see Accessing UC Module Voicemail Pro 154 e Alternatively click on Browse to search the local network for a server and select a server from the results Note that this option cannot be used for a
91. controls are available on the Specific tab General Entry Prompts Specific Reporting Results Validate a Variable Select the Variable to Match KEY v Select the parameters to test the variable against Variable CLI vi Specific 555687 JI C Extn C Hunt Group C Mailbox Timeout after 0 seconds yj e Select the variable to Match This drop down list is used to select which Voicemail Pro call variable 8 should be checked for a match e Select the parameter s to test the variable against Select the types of values that should be checked for a match and enter the values If several options are selected the Voicemail Pro checks for a match starting from the top and working down until a match occurs e Variable Check for a match against the value of another selected call variable 804 Type the required value directly or use the browse button to select the text that should be used including using the value of a call variable 804 e Specific Check for a match against the value entered in the adjacent field e Extn Check for a match against valid extensions on the IP Office e Hunt Group Check for a match against hunt group extension numbers e Mailbox Check for a match against mailboxes e Timeout after The timeout value is used only if KEY is selected as the variable to match In this case if the Voicemail Pro will wait for the specified timeout period for the caller to dial a new value o
92. decision to purchase the item If the caller decides to purchase the book they will be able to enter their credit card details and a contact number Example of the database used in the call flow O a James Herbet The Fog James Herbert The Rats J D Salinger The Catcher in the Rye J K Rowling The Harry Potter Books A A Milne Winnie the Poo Rudyard Kipling The Jungle Books Jonathan Swift Gullliver s Travels Record 14 4 JI 23 sij of 23 11 2 1 1 Retrieving Data from the Database The Bookshop_Welcome module assists callers to search the database by either the book s ISBN number or the author s name The screen below shows the call flow module used when a search by ISBN is selected The database actions that have been used are shown below the call flow diagram with details on the following pages Yoicemail Pro Client Intuity Local Fie Edit Actions Administration Help EHR J aca YA Specific Start Points Users Groups ca Short Codes YA Default Start Points oO Voicemail Pro Administrators KATAJA AA AG KL Modules gt BookShop Search ISBN DE EFE Make sure DB Still active Success p Failure a eque AN From DB Success p Failure a oe BookShop_SystemPrablem Success ce Modules i At End ge BookShop_CurrentBookBuy Empty age BookShop_CurrentBookS peakl Failure SE BookShop Search ISBN nza BookShop_Sys
93. enter To add a condition element 1 Click the Mrs Element List icon in the toolbar 2 Click 4 Compare 3 Click on the condition to which the element should be added 4 Double click on the element to view its settings Compare Compare values This condition is TRUE if Value A COUNTERS Less than or equal to sere Cancel e Value A Enter a value or use the drop down to select a call variable 80 e Is Select the criteria which should be used to determine whether the element is currently true or false Options are e Equal to True if value A equals values B A B e Not equal to True if value A does not equal value B A B e Less than True if value A is less than value B A lt B e Greater than True if value A is greater than value B A gt B e Less than or equal to True if value A is less or equal to value B A lt B e Greater than or equal to True if value A is greater than or equal to value B A gt B e Value B Enter a value or use the drop down to select a call variable 80 5 Click OK Administering Avaya IP Office Platform Voicemail Pro Page 68 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Conditions Compare 3 6 Example Call Flow The screen below shows an example of a queued call flow that uses a condition to test the value of the call variable POS for the queued caller Specific Start Points Default Sta
94. fax detection is enabled any fax calls that are left in a voicemail mailbox are redirected to the defined system fax number e Define the default destination for fax calls that arrive in a voicemail mailbox and which are to be redirected to a fax machine Intuity mailbox owners have the additional option to define their own personal fax number instead of the system fax number Incoming calls are directed to Voicemail Pro and then Voicemail Pro redirects fax calls to a mailbox owner s personal fax number if one has been set For details mailbox owners can refer Avaya IP Office Intuity Mailbox Mode User Guide 15 601130 To set the Voicemail Pro system fax number 1 From the Administration menu select Preferences The System Preferences window opens 2 Click the General tab General Debug Level Information m Default Telephony Interface Intuity v Voicemail Password eeesecseesscecce Client Server Connection Timeout min 5 Min Message Length secs 3 2 Max Message Length secs 120 Failback Option Graceful v Max Call VRL Record Length Secs 3600 2 v Play Advice on Call Recording System Fax Number feature is disabled when empty Use as Prefix v Enable Fax Sub Addressing 3 In the System Fax Number box type the number of the general fax machine to which all incoming faxes are to be directed This number must match the number of the analog extension that is connected to the fax board of the fax
95. for the server hosting the voicemail service 2 Click Applications and select Voicemail Pro System Preferences 3 Select the require set of system preferences from the list on the left 4 After making any changes click Update 5 When asked to confirm the changes click Yes 10 1 1 General This set of preferences cover general options for the voicemail server operation Default Telephony Interface Intuity v General Email Voicemail Password Housekeeping eecceeee SNMP Alarm Maximum Call VRL Record Length Outcalling secs Voicemail Recording 3600 Syslog Failback Option Alarms Graceful User Group Use as Prefix NO e Default Telephony Interface Default Intuity Minimum Message Length secs 3 Maximum Message Length secs 120 Play Advice on Call Recording System Fax Number Enable Fax Sub Addressing YES Use this field to select the mailbox operation mode for all mailboxes The available options are IP Office 20 mode and Intuity 203 emulation mode e Voicemail Password Default Blank The password set here must match the Voicemail Password configured in the IP Office security settings e Client Server Connection Timeout mins Default 5 minutes Show for the Voicemail Pro client only As the server only supports one connected client at a time this field sets a timeout period for an inactive client to be automatically logged out e Min Message Length secs Default 0 seconds in
96. from an External LOCATION eie iu nuu Nu Y E ud 200 8 3 5 Creating a Trusted Location 200 8 4 Mailbox Access Methods 2 ccceeeeeeeeeeeeeeeeeeees 201 8 4 1 Short Code Controls c ccecsccessseeeessteeeeees 202 8 4 2 Intuity MOE ee eeeeeeeeeeeeneeeeeeeeeeeaeeeeeeeeeeaes 203 8 4 3 IP Office MAA nA 204 8 4 4 one X Portal for IP Office 205 8 4 5 Visual VoiC6 eue HILL I III FF nuu 206 8 4 6 UMS Web Voicemail cccsccceeeeeeeesteeeeees 207 847 UMS IMAP o ie cin in ee 210 8 4 8 UMS Exchange Integration lt lt lt 211 8 5 Hunt Group VoiCemail ecceeeceeeeeeeeeeeeeeeteeteneeeneeee 211 8 5 1 Message Waiting Indication 213 8 5 2 Configuring Group Broadcast 214 8 5 3 Using a Short Code to Collect Voicemail 215 Administering Avaya IP Office Platform Voicemail Pro IP Office Platform 9 1 8 5 4 Out of Hours OperatioN ww ww ewa 216 8 5 5 Configuring Announcements lt 217 8 5 6 Customizing Announcement sS 219 8 5 7 Hunt Group OUBUING w wwwwmemmmamamemawwwawa 220 8 5 8 Customizing a Hunt Group Call Flow 221 8 6 Mailbox Management eceeseeseneeeseneeeeenererenaes 223 8 6 1 Disabling a MAilIbOVK s wwasemana
97. is on the key just used e 1 Hear the characters entered so far e 2 Delete all characters entered so far e 3 Delete the last character entered e Accept the set of characters entered and go to next call flow action Settings 1 Click the g Telephony Actions icon and select amp Alphanumeric Collection 2 The General 9 Entry Prompts 92 Reporting 95 and Results 9A tabs are standard tabs available to all actions 3 Select the Specific tab ae Options _ Play Help Timeout Wait for a key press for up to e Check the option Play Help if you want instruction to be given to the caller explaining how to enter information e If you want to use a timeout result from the action check the option Wait for a key press for up to and set the number of seconds for the timeout period Results This action has the following results which can be connected to further actions AN This result connection only available if the option Wait for a key press for up to is Timeout selected on the Specific tab DTMF Data e This connection is followed immediately the caller hangs up if the Start 98 No DTMF Data action option Complete sequence has been selected e Timeout Administering Avaya IP Office Platform Voicemail Pro Page 141 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 e DTMF Data This result connection is used if the caller enters some data and then presses e No DTM
98. logs that you can use for discovering and tracking security breaches and enabling responses to security threats e Trace logs that you can use for the detailed tracking of process data or communication flow Trace logs have very low level details and you can use them for advanced debugging and troubleshooting e Debugging logs that you can use for troubleshooting issues that require detailed low level information You can use debug logs to support your feedback to the product engineering team for enhancements and error corrections e Error and performance logs that you can use for monitoring performance and generating alarms For details on configuring Voicemail Pro server to write syslogs to syslog server see Syslog Before you configure Voicemail Pro server to write syslogs to syslog server you must install a syslog server for example Kiwi WinSyslog Syslog Watcher on a computer connected to the network and configure it to listen for syslogs on a UDP port Note Syslog of Voicemail Pro server is integrated in IP Office Server Edition solution and you can view the Voicemail Pro syslog messages using the Web Control interface of the IP Officer Server Edition server For details on accessing Voicemail Pro syslog messages using Web Control see Avaya IP Office Using the Server Edition Web Control Menus 15 601011 13 3 SFTP Host Key Verification If you are using a Windows based Voicemail Pro server and trying to connect to a SFTP se
99. mailbox 226 Disable Mobile Twinning name 271 Disconnect Action 88 118 158 Disk Space Left 185 291 display string 316 DND 270 375 Do Not Disturb 128 239 270 375 390 Domain 181 SMTP 178 285 drop folder 181 DS 337 DSS 238 251 335 343 DSS button 335 DSS key 343 set 251 DSS key during 251 DTMF Data following 141 DTMF key 80 DTMF signalling received 175 283 350 DTMFF 354 DVD 248 DVM 242 E Edit icon 63 Edit menu 86 Edit Play List 74 88 92 99 add 126 Edit Play List Action 74 88 92 99 126 Edit Prompt 92 Edit Start Point 50 75 262 Edit Value 164 Edit voicemail 128 390 Element List icon 63 65 66 67 Elements icon 63 65 66 eMail Action 88 124 149 Email Gateway 355 Page 401 15 601063 Issue 10c 09 December 2014 email inbox 362 Email Protocol Select 177 Email Reading 362 Email TTS 177 362 e mails 362 Emph 357 employing TTS 355 Empty a mailbox 227 Empty Tags 357 en MC_00 93 en MC_01 93 Enable Fax Sub Addressing Check 175 283 350 Enable Mobile Twinning name 271 English Non Intuity Prompts 390 enter greeting 375 Enter greeting number 375 Enter outcalling 375 Enter outcalling number 375 Enter VBScript 155 302 entering matching digits 160 Entering Touch Tones 115 entry press 375 Entry Prompts list 92 Entry Prompts Tab 92 Entry Prompts window 219 262 enu custom getmail wav 269 EOC_1 390 EOC_2 390 Equisys Zetafax 349 352 Error Logging 374 EstimatedAnswer 305 EstimatedAnswer Propert
100. message belongs e msgtype String The type for the message s N for new O for old and S for saved e index The message to return Return Value The message at that position within the list an empty string if end of list String 11 1 2 12 GetMailboxMessages Method This method can be used to obtain the count of specific messages within a mailbox Method Voice GetMailboxMessages mailbox msgtype Parameters e mailbox String The mailbox to which the message belongs e msgtype String The type for the message s N for new O for old and S for saved Return Value The number of messages of a particular type within the mailbox String 11 1 2 13 GetMessagePriority Method This method is used to determine whether the message was left with priority Method Voice GetMessagePriority mailbox message Parameters e mailbox String The mailbox to which the message belongs e message The message to query Return Value True if the message was left with priority otherwise false Boolean 11 1 2 14 GetMessagePrivate Method This method can be used to determine whether the message was left with privacy Method Voice GetMessagePrivate mailbox message Parameters e mailbox String The mailbox to which the message belongs e message The message to query Return Value True if the message was left with privacy otherwise false Boolean Administering Avaya IP Office Platform Voicemail
101. minutes The same delay also applies to changes in the message status that affect message waiting indication Administering Avaya IP Office Platform Voicemail Pro Page 372 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Chapter 13 Appendix Administering Avaya IP Office Platform Voicemail Pro Page 373 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 13 Appendix 13 1 SMTP Logging SMTP error logging is enabled to generate a log of SMTP activity For a Windows based Voicemail Pro installation the activity is logged in a file in C Program Files Avaya IP Office Voicemail Pro VM logs The file name includes a date stamp for the day on which it is generated For a Linux based server the log files can be archived and downloaded using the web control menus SMTP Error Codes rae en 1 An exception has occurred 3 The process has run out of memory 4 An error has occurred due to a problem with the message body or attachments 5 There was a problem initiating the conversation with the mail server Ensure the setting of the Domain property is correct 6 There was an error terminating the conversation with the SMTP mail server 7 The From address was not formatted correctly or was rejected by the SMTP mail server Some SMTP servers will only accept mail from particular addresses or domains SMTP mail servers may also reject a From address if the server cannot successfully do a reverse look
102. number If you system requires an external dialing then that prefix must be included for example P901923555456 If connecting to a cell phone or pager system that expects digits in separate sets use comma characters to add pauses to the telephone number dialing Trusted Source If calls from the callback number include ICLID you can set that number as a trusted source In that case no request for the user s voicemail code is made following the callback Enter V followed by the CLI displayed on calls from the callback number for example V01923555456 6 Click OK 7 Click al to send the configuration back to the IP Office If the only changes made were to user settings select Merge Config 8 7 1 1 Using a Personal Options Menu Action The callback call flow below is more advanced than the previous example The user can check messages transfer themselves to another extension and to alter several aspects of their mailbox configuration Bob Rogers gt Callback uunu Start Point wr Menu Next No Answer Busy Of main interest to a callback user is the ry Personal Options Menu action Using this action the remote users can alter their extensions forwarding and voicemail operation The callers can use Option 9 in the menu played to them to change the callback number To exit a Get Mail or Personal Options Menu action and follow the call flow to the next action the user should press 0 not supported for Get Mail in Intui
103. numbers Administering Avaya IP Office Platform Voicemail Pro Page 304 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Voicemail Pro Examples Using VB Script 11 1 1 1 CallingParty Property The CallingParty property returns the caller id associated with the voicemail session used for VBS interaction with Voicemail equivalent to CLI call variable e Owning object vmprov5 voicescript e String e Set This property is read only e Get A String object containing the name of the calling party or CLI For example string Voice CallingParty e Remarks The CallingParty property is only valid for the current session to Voicemail e Example Sub Main dlgid dim registration Set Voice CreateObject vmprov5 voicescript registration Voice Register dlgid if registration Then dim callerid callerid Voice CallingParty end if End Sub 11 1 1 2 EstimatedAnswer Property The EstimatedAnswer property returns the OTIM voicemail call variable This is the user s estimated time to answer within the gueue in minutes and is only available for gueued and still gueued call flows e Owning object vmprov5 voicescript e String e Set This property is read only e Get A long containing the current value for QTIM For example Long Voice EstimatedAnswer Administering Avaya IP Office Platform Voicemail Pro Page 305 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 11 1 1 3 LastAccessed
104. oe N WON o ag oo To remove priority status press 2 Not priority You are choosing options for this message there are no options currently set You are choosing options for this message with the current settings Private messages cannot be forwarded by the recipients A priority message will be delivered before other messages and will be flagged for special attention in the recipient s mailbox DIN A o A D BON UP WIN o The message will be private The message will be priority The message will be private and priority Sorry cannot leave a message now because this user s mailbox is full To administer mailing lists press 1 To change your password press 4 To record your name press 5 You are at subscriber administration To create lists press 1 to scan lists press 2 to review and modify lists press 3 If finished press If finished adding entries press You are recording your name As you use IP office your name will be included in system announcements that you and other people will hear For all calls Active NON N N NON N ODD OD OD o O10 0 o o II N WINTRFTOe Irion N NE iN AK Administering Avaya IP Office Platform Voicemail Pro Page 380 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Appendix Prompts WAV File Intuity Prompt For internal calls For external calls For busy calls For no answer NINININ
105. of the controls available when the Voicemail Pro server is set to run in Intuity emulation mode The options that are shown in gray are not supported by IP Office Intuity emulation For details refer Avaya IP Office Intuity Mailbox Mode User Guide 15 601130 Enter mailbox and password Record message 1 Start Stop Recording 1 Rewind 2 Replay 5 Advance 6 Playback 23 Delete 3 Approve Record 1 Get messages 2 Greetings 3 Outgoing 4 Personal 5 Outcalling 6 Scan Skip header 0 Reply Forward 1 Transfer 8 Restart 2 Wait 9 A Skip to previous 2 Directory 6 Pause Resume 3 Relogin 7 Louder 4 Replay header 23 Back 5 Restart 5 Advance 6 Quieter 7 Slower 8 Faster 9 Skip category Play next Addressing Enter address and press Cancel address 3 Name Number addressing 2 Use Mailing List 5 Finish addressing H Approve Address Mark as private 1 Mark as priority 2 Scheduled delivery 3 File a copy 4 Include a fax 5 Send Call sender 0 Reply without original 16 Reply with original 19 Forward with comment at start 2 Forward with comment at end 3 Send another message 4 Save in current category 4 Erase and play next 3 Undelete 8 Print fax 1 Listen to greetings 0 Scan all 2 Activate gree
106. of the voice lf no text is specified then it applies to all subsequent text The Value is between negative ten and ten This specifies the relative rate at which the voice is played The absolute value is found by adding the relative speed to the current absolute value Zero represents the default rate of a voice with positive values being faster and negative values being slower Administering Avaya IP Office Platform Voicemail Pro Page 112 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Basic Actions Change Absolute Pitch This option controls the pitch at which the voice is played The example below would be added as lt pitch absmiddle 5 gt Hello lt pitch gt If the text is empty the change will apply to all subsequent text otherwise it only applies to that text r Speak Options Option Change Absolute Pitch M Value 5 Text Optional Hello This controls the absolute pitch of the voice If no text is specified then it applies to all subseguent text The Value is between negative ten and ten This specified the absolute pitch at which the voice is played Zero represents the default middle pitch for a voice with positive values being higher and negative values being lower Change Relative Pitch This options controls the pitch at which the voice is played The example below would be added as lt pitch middle 5 gt Hello lt pitch gt If the te
107. or hunt groups to be included in the dial by name list they must e Have a recorded mailbox name e Not be marked as Ex Directory in the IP Office configuration Settings 1 Click the g Telephony Actions icon and select B Dial by Name 2 The General 9 Entry Prompts 924 Reporting 951 and Results 9A tabs are standard tabs available to all actions 3 In the Specific tab you can select from three types of names that will be included in the list Users and hunt groups set to ex directory through the Manager application are not included You can also select how the names will be sorted General Entry Prompts Reporting Results How should the dial by name work Which names will be included in the list Only users Only groups Both users and groups How will the names be sorted By last name By first name Results This action has the following results which can be connected to further actions B Dial by name True If the caller makes a selection the matching extension number is stored as in the KEY True variable that can then be used by any following action linked to the True result False e False This result is used if the caller does not make a selection Administering Avaya IP Office Platform Voicemail Pro Page 138 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Telephony Actions 6 8 8 Assisted Transfer b
108. position could be 6 further back in the gueue e Synchronized Announcements If the option Synchronize Calls is enabled for the hunt group announcements within the IP Office configuration actions other than speaking recorded prompts are not supported in custom Queued and Still Queued start points my Further customization can be applied using actions such as a wa Menu action to let the caller select for example to leave a message be transferred to another number or return to the gueue The Voicemail Pro variables OTIM and POS 801 can be used to further customize the Oueued and Still Oueued call flows The importance of these variables is that instead of or in addition to customizing the gueue call flow for all gueued callers you can customize the actions for callers whose ETA or position match selected criteria e SOTIM Oueued Callers Estimated Time to Answer If used in a prompt list will speak the callers estimated time to answer ETA For example Your estimated time to answer is 5 minutes If used elsewhere such as in a condition returns the ETA in minutes as a simple numeric value e POS Queued Callers Queue Position If used in a prompt list will speak the caller s queue position for example You are in queue position 2 If used elsewhere such as in a condition returns the caller s queue position as a numeric value e TimeQueued Holds the length of time in seconds that the call has been part of a particular hu
109. prompt when they do either Feature Voicemail Collect Voicemail Collect Telephone Number ReceptionOpen ReceptionClosed 4 For calls using another start point you can now use the Test User Variable action to test whether the value of reception is open The action has true and false results which you can link to the appropriate following actions for example transferring calls to the reception desk when reception is open otherwise direct to the receptionist s mailbox Modules gt Open 5 Leave Mail Recepti Success Failure Page 84 Administering Avaya IP Office Platform Voicemail Pro 15 601063 Issue 10c 09 December 2014 IP Office Platform 9 1 Chapter 6 Callflow Actions Administering Avaya IP Office Platform Voicemail Pro Page 85 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 6 Callflow Actions When a start point 744 has been added it can be linked to an action Each action can have one or several results depending on the type of action and each result can be linked to a subseguent action In this way you can build up a call flow Each action can have a number of results true false no answer busy The types of results depend of the type of action most actions having just a Next result Each result can be used as a connection point to another action See Connections 87 A set of actions and connections can be combined and reused as a module Modules 764 are reusable se
110. recordings prompts and greetings Note that messages are not cleared for users using Outlook 2007 as their message store To clear a mailbox 1 Click on Users in the navigation pane A list of all the user mailboxes on the server is displayed in the details pane 2 Locate the user mailbox and right click on it 3 Select the Clear Mailbox option Administering Avaya IP Office Platform Voicemail Pro Page 227 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 8 6 3 Mailbox Outcalling Settings These options are greyed out and outcalling disabled is outcalling is not allowed See Outcalling To configure a users outcalling settings 1 Click Users in the navigation pane A list of all the user mailboxes on the server is displayed in the details pane 2 Locate the user mailbox and right click on it Select View Mailbox Details 3 Select the Outcalling tab i Mailbox Details Enma Account Personal Distribution Lists Outcaling Enabled During Time Profile x A 09 00 Desk For All New Messages B 17 30 v Escalation List v For All New Messages x c 19 30 DISABLED Retry Times System Personalised Number of retries 3 2 e The top drop down is used to select the type of outcalling and the destination for outcalling For each the outcalling destination and the type of message for which outcalling should be used can be sel
111. route targets the voicemail module Sales As the call flow module name is the same as the hunt group name if voicemail is unavailable the call will automatically be routed to the hunt group The calls will not be lost but the callers will not have heard the announcement If calls are required to only be answered after they have heard the announcement make sure that the call flow module name is different from the hunt group name If voicemail is unavailable the call will not be transferred to the target hunt group Administering Avaya IP Office Platform Voicemail Pro Page 261 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 9 3 2 Personal Announcements Voicemail Pro supports personal announcements that are played when a caller is queuing against a user s extension number A call will be held in a queue when the user s extension is busy before passing to voicemail if voicemail is available Personal announcements are enabled in the same way as hunt group announcements 217 but using the User Announcements tab in IP Office Manager e If the user requires announcements only voicemail should be turned off for the user e Start points can be amended to include other actions Using Voicemail Pro you can customize personal announcements using user Queued and Still Queued start points in the same ways as customizing hunt group announcements 21 For example a menu action could be added to the Still Queued start point giving u
112. server For this to work the domain entered should be the fully qualified name of the server on which the Voicemail Pro server is running for example vmpro1 example com Any incoming messages where the recipient mail domain is not exactly the same as the specified domain are ignored The recipient can either by vmsyncmaster vmsyncslave or the name or extension of a mailbox on the Voicemail Pro server for example Extn201 vmprocentral example com or 201 vmprocentral example com e For subsequent entries The domain specifies that these settings should be used for e mails sent to the matching domain The entry must be a fully qualified name resolvable by DNS or an IP address e Server This specifies the IP address or fully qualified domain name of the SMTP server to which messages are sent Voicemail Pro supports SMTP communication over both SSL TLS and plain text e For the first server entry in the list Where messaging between Voicemail Pro servers is being used central backup and or distributed servers the first entry is used and will match the domain set above e For subsequent entries It will be the address of the e mail server that will handle e mails for recipients other than another Voicemail Pro server on the network e Port Number This is the port number on the SMTP server to which the messages are sent Port number for an external SMTP server can be different depending on whether you want to send the messages in secure mode or
113. server deployed as either one of the distributed Voicemail Pro servers or as a server in a primary backup server pairing e Port This is the port on which the server receives incoming SMTP e mails e Domain This is the domain destination address for which the server will accept incoming e mails Note that it matches the domain set by the first server entry in the SMTP Sender 17 amp tab Administering Avaya IP Office Platform Voicemail Pro Page 181 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 e Messaging Between Voicemail Servers For messaging between Voicemail Pro servers the first entry in the SMTP Sender list must be the one configured and used Each server uses the SMTP server service on the same server computer as the voicemail service For example a Windows based server uses the SMTP e mail provided by the IIS on the same server The voicemail service also uses the domain set to filter incoming SMTP mails received by the SMTP server For this to work the domain entered should be the fully qualified name of the server on which the Voicemail Pro server is running for example vmpro1 example com Any incoming messages where the recipient mail domain is not exactly the same as the specified domain are ignored The recipient can either by vmsyncmaster vmsyncslave or the name or extension of a mailbox on the Voicemail Pro server for example Extn201 vmprocentral example com or 201 vmprocentral example com Note I
114. service 6 Select the backup file that you want to restore 7 Click OK 2 17 About The about screen displays information about the IP Office to which the Voicemail Pro server is connected and the licenses it has received from that IP Office This includes information about the operating system being used by the Voicemail Pro server Administering Avaya IP Office Platform Voicemail Pro Page 58 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Using the Voicemail Pro Client About To view the About information 1 In the menu bar select Help and then About About Voicemail Pro Client xi AVAYA IP Office 192 168 43 27 Voicemail Pro Client Severos Windows 2 Version Server 2008 F Ve rsion 9 0 0 i 0 Edition Standard Sery c Distributed mode Backup b u ild 1 77 3rd Party Database Licensed Voicemail 40 Ports TTS Generic 255 Ports TTS Avaya Scansoft 255 Ports TTS Professional 255 Ports UMS 255 Seats 4 2 The menu displays information from the Voicemail Pro server This includes the address of the IP Office with which it is working and the licenses it has received from that IP Office 3 To close the information window click the top right X button Administering Avaya IP Office Platform Voicemail Pro Page 59 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Administering Avaya IP Office Platform Voicemail Pro Page 60 IP Office Platform 9 1 15
115. set e Note If you had adjusted the time programming to accommodate the time offset of the user in previous versions of Voicemail Pro those adjustments should be removed because Voicemail Pro automatically takes into account the time offset of the user Alarm Set You can configure Voicemail Pro to match the alarm time with the time zone where you are located When you set an alarm on your telephone Voicemail Pro automatically matches the alarm time with the local time of the user e Example In a setup where IPO1 time is 14 00 UTC 2 00 and the time of the Voicemail Pro server is 17 30 UTC 5 30 You on IPO1 have set an alarm for 14 30 The system triggers the alarm when the time on the IPO1 is 14 30 and not when the time on the Voicemail Pro server is 14 30 Incoming VPNM message When you leave a VPNM message in a mailbox the system calculates the time stamp associated with the call answering using the UTC time and the local offset time of the IPO where the mailbox receiving the message is located e Example In a setup where you are on IPO1 where the time is 14 00 UTC 2 00 When you receive a message that is sent as a VPNM message from a user on IPO2 where the time is 02 00 UTC 10 00 and the message remains on the Centralized Voicemail Pro where the time is 17 30 UTC 5 30 The system stamps the message with the time associated with IPO1 14 00 UTC 2 00 E mail reading When you use Voicemail Pro TTS to read e mails
116. ten Gek___A_ e pen Hungarian tw pern t Korean ko er O ae Latin Spanish es gt es gt emu gt en Y 7 Norwegian no pern V Polish o Pl o Portuguese m gt pb gt en Y ru S S S S S o 5 SISS SIS Vv oO a hr oO oO gt gt es gt eso gt en SV Turkish e pe x xX When the IP Office routes a call to the Voicemail Pro server it indicates the locale for which matching prompts should be provided if available Within the IP Office configuration a locale is always set for the system However differing locales can be set for each user incoming call route and for short codes in addition to the default system locale The locale sent to the Voicemail Pro server by the IP Office is determined as follows Locale Source Usage Short Code Locale The short code locale if set is used if the call is routed to voicemail using the short code System Locale If no user or incoming call route locale is set system locale is used unless overridden by a short code locale Incoming Call Route Locale The incoming call route locale if set is used if caller is external User Locale The user locale if set is used if the caller is internal If the prompts matching the IP Office locale are not available the Voicemail Pro server will provide prompts from a fallback language if available The table of languages above lists the order of fallback selection
117. the Voicemail Pro server during mailbox access and so will affect the prompts that are provided To change the user locale 1 Open IP Office Manager 2 In the Navigation pane click User and select the individual user 3 Select the User tab 4 Select the option Teletype Textphone in the Locale field 5 Click OK 6 Click A to merge the configuration change back to the IP Office 9 4 3 Advice for Mailbox Owners Using a TTY Device To log into their mailbox with a TTY device such as a text phone mailbox owners must dial 17 and then take the analog telephone handset off hook When they are connected users see prompts on the display of the text phone For requests such as Press 1 for users should dial from the keypad of the telephone For messages followed by GA go ahead users are reguired to type text using their text device For more information refer User Guide for Audix TTY Interface 555 300 710 Administering Avaya IP Office Platform Voicemail Pro Page 264 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Administration Support for Callers with Impaired Hearing 9 4 4 Changing the Language Setting for a TTY Device An alternative to setting the user locale as TTY is to change the user s language setting in the Voicemail Pro call flows for that user Here are two examples An Example of Customizing a Simple Mailbox Call Flow The 211 Select System Prompt Language action can be used
118. the current value of a Voicemail Pro call variable 804 such as KEY e Clicking on the browse button allows selection of the target mailbox from a drop down list of either mailboxes system variables 804 or other call flow modules The options vary depending on the action and field Possible entries mess Please make a choice from the following 9 Start point or module EE LLi i i eIeIA System defined variables Mailbox e Source of transfer displayed on phone The number to display on the destination telephone if internal Type the reguired text directly or use the E browse button to select the text that should be used including using the value of a call variable 80 e Description displayed on phone The text description to display on the destination telephone if internal Type the reguired text directly or use the browse button to select the text that should be used including using the value of a call variable 80 gt Administering Avaya IP Office Platform Voicemail Pro Page 139 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 e No answer timeout Sets how long in seconds the Voicemail Pro server should wait for the transferred call to be answered before following the No Answer results connection e Set Caller Priority If selected the caller s priority can then be set to Low Medium or High A call variable 8 set to 1 2 or 3 can also be used to set Low Medium or High pri
119. the custom queue position numbers Voicemail Pro plays the position of the caller in the queue based on the following rules e When the position of the caller in the queue is between 1 and 99 e If you have recorded the numbers the system plays the custom recorded queue number e If you have not recorded the numbers then the system plays the standard pre recorded queue number according to the current rules of play back e When the position of the caller in the queue is greater than 100 e If you have recorded the numbers the system plays every digit of the custom number as the position of the caller in the queue For example if the position of the caller in the queue is 102 hundred and two then the system plays the number as 1 O 2 one zero two e If you have not recorded all the numbers the system plays the standard pre recorded digits of the number as the position of the caller in the gueue according to the current rules of play back Note To back up the custom digits you must enable the User Settings amp Greetings in Voicemail Data Backup For more information see Backup and Restore Settings 521 Settings ji Ugo A Y EN 1 Click the ii Queue Actions icon and select Gueue Position 2 The General 9 Entry Prompts 924 Reporting 95 gt and Results 974 tabs are standard tabs available to all actions 3 Select the Specific tab Gueue current position The prompts will be played in the following order 1 Any items de
120. the mailbox number required and then the voicemail code of that mailbox 1 Open IP Office Manager 2 Set up a short code for example 98 Code 98 Feature Voicemail Collect Telephone Number Anonymous Line Group ID 0 Administering Avaya IP Office Platform Voicemail Pro Page 199 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 8 3 4 Giving Users Access from an External Location If users need to access their voicemail messages when they are away from the office you can set up an Incoming Call Route in IP Office Manager with the destination as Voicemail See the IP Office Manager help or guide To give users access from an external location 1 Open IP Office Manager 2 In the Navigation pane click incoming Call Route and add a new call route 3 In the destination field select the option Voicemail When an incoming call is matched the call is passed to voicemail to enable remote mailbox access Callers are asked to enter the extension ID of the mailbox required and then the mailbox access code 4 Click OK to save the changes 5 Click al to merge the configuration back to the IP Office 8 3 5 Creating a Trusted Location If a user regularly accesses their mailbox from another extension or from a number that presents a CLI such as a mobile or home number that location can be set a trusted location In that case the user is no longer prompted to enter their password By default a user s own extensi
121. the mailbox to play the configuration menu for e Caller s mailbox The mailbox matching the start point of the call e Mailbox Select or enter the name of the target mailbox If the caller is not the owner or trusted member of the target mailbox the Personal Menu Options prompts for the password of the target mailbox Only after successful authentication the system presents the Personal Menu options to the caller e Clicking on the browse button allows selection of the target mailbox from a drop down list of either mailboxes system variables 80 or other call flow modules The options vary depending on the action and field Possible entries aj Please make a choice from the following Start point or module mi System defined variables Mailbox Menu Mode The drop down box assists you in selection of the mode used for the menu For systems running in IP Office mode only Play Configuration Menu is supported For systems running in Intuity mode either Play Configuration Menu or Personal Options Menu can be selected Personal Options Menu for Caller s Mailbox Mailbox mm Play Configuration Menu Legacy 4 1 Edit Forwarding Number 2 Edit Follow Me Number 3 Set Call Forwarding 4 Set Voicemail 5 Set DND 6 Edit Voicemail Access Code 7 Edit Voicemail Reception 8 Set Voicemail Email Mode 9 Edit callback Number The options given when a caller accesses thi
122. the maximum entry length is 15 characters This means that the module name is limited to 12 characters e If there is a hunt group on the system whose name matches the module name calls will be routed to that group when the Voicemail Pro server is not running Administering Avaya IP Office Platform Voicemail Pro Page 76 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Start Points and Modules Creating Modules Administering Avaya IP Office Platform Voicemail Pro Page 77 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Chapter 5 Variables Administering Avaya IP Office Platform Voicemail Pro Page 79 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 5 Variables The voicemail server supports two types of variables e Call Variables 801 These are variables linked to the individual call being handled by the voicemail server for example the CLI of the caller e User Variables 8 These are system wide variables that you can define The value can be set and changed by actions in call flows Similarly the current value can be checked by call flow actions to determine what actions should then follow 5 1 Call Variables A number of call variables exist which can be used to perform tasks For example NAM can be used to speak the user s name within an action s entry prompt Call variables can also be checked by the compare element in a condition and then branch the call flow
123. the message content but has not marked the message as saved e Saved messages This status is applied to messages that have been marked as saved by the user e Unopened messages This status is used for messages where in Intuity emulation mode the user has played the message header but has not played the message content e New recordings This status is used for recordings that have not been played e Old recordings This status is used for recordings that have been played e Deleted messages This status is used for messages that have been marked as deleted through mailbox access This setting is also used for messages that have been forwarded to an Exchange server Administering Avaya IP Office Platform Voicemail Pro Page 289 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Administering Avaya IP Office Platform Voicemail Pro Page 290 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Using Web Management Configuring Server Preferences 10 1 4 SNMP Alarm The IP Office system can be configured to generate alarms These alarms can be sent from the IP Office using SNMP SMTP e mail or Syslog alarm formats The voicemail server preferences set the levels at which the server indicates to the IP Office to send an alarm For Voicemail Pro Server Edition the IP Office system also sends SNMP alarms based on the percentage of the available free space of the total disk space Those SNMP alarms are Dis
124. the server s web management menus 294 e The Voicemail Pro is limited to 2 outgoing alarm calls at the same time subject to voicemail port availability Any additional alarm calls are delayed until the existing alarm calls have been completed Voicemail Pro Client Intuity File Edit Administration Help E ca Specific Start Points Type When Number File Display Text e Default Start Points 1RM2 2DnR INAN Single 10 30 201 Lifire_testway Fire Alarm Test YA Voicemail Pro Administrators E YA Server Dueues YA User Variables Delete YA Alarms YA Outcalls T Modules Data Modified Active Yoicemail Sessions 0 Free Space 9 708 GB Total Space 74 528 GB e To delete an existing alarm right click on it and select Delete e To add an alarm right click and select Add then use the settings below e To modify an alarm right click on it and select Modify Alarms Ring alarm on Target 201 Ring alarm at Please note Time will be in a 24 hour format Time hh mm 10 30 Frequency Single Day Today File fire_test way Display Text Fire Alarm Test Secs Ring Time EN v Mins Interval Retries CancelCode mz 5 e Time hh mm Set the alarm time in 24 hour format hh mm or hhmm A time value can be entered or a call variable 803 can be used If left blank or if the call variable used is not a valid time value the call flow user will be asked to enter a time the sa
125. the system calculates the time stamp associated with an e mail using the UTC time and the local offset time of the IPO to which the recipient belongs e Example In a setup where you are on IPO1 where the time is 14 00 UTC 2 00 You receive an e mail When reading the e mail the time stamp that the system plays back is the UTC time and the local time offset of IPO1 14 00 UTC 2 00 Administering Avaya IP Office Platform Voicemail Pro Page 280 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Chapter 10 Using Web Management Administering Avaya IP Office Platform Voicemail Pro Page 281 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 10 Using Web Management For Voicemail Pro running on a Linux based server a range of voicemail server configuration can be performed through the web management menus of that server This applies to the Unified Communications Module IP Office Server Edition and IP Office Application Server e Voicemail Server Preferences 285 e Custom Prompt File Management 295 e Backup and restore voicemail settings and messages 29 e Download the Voicemail Pro client 306 Administering Avaya IP Office Platform Voicemail Pro Page 282 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 10 1 Configuring Server Preferences To change Linux server preferences Using Web Management 1 Using a web browser log into the web management menus
126. the target extension having to accept the call If this option is used the Reject result connection is not useable If the user extension is set to auto answer the whisper call is answered the recording and prompts played and the call connected without any action by the target Play recording to Enter the extension that is rung with the caller s recording Source of transfer Displayed in the caller s number field on Avaya telephones Description Displayed in the caller s name field on Avaya telephones No answer timeout Select how long the Voicemail Pro server should wait for an answer before following the No Answer connection The whisper action will not go to the target extension voicemail Prompts played before the recording and Prompts played after the recording Click 4 The Wave Editor window opens Select the prompts that are to be played to the target extension when they answer the call The prompts played after the caller s recording should include the instruction Press 1 to accept or hang up to reject Administering Avaya IP Office Platform Voicemail Pro Page 135 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Results This action has the following results which can be connected to further actions e Next Route the call to a following action in the call flow This connection can be followed even after Next the caller has hung up if the Start 98 gt action option Complete sequence has been select
127. this group for UNIX cients you will have to specify the NIS domain this group belongs to AIS Domain lt none gt GID Group ID Members 3 Click Add and select the user s email account 4 Repeat the process for any other users that need to be added 5 Click OK Administering Avaya IP Office Platform Voicemail Pro IP Office Platform 9 1 10 8 2024 8 01 43 AM 5 Coa _ cn Page 370 15 601063 Issue 10c 09 December 2014 Exchange Server Integration User Configuration 12 3 2 IP Office User Configuration Exchange integration is part of a set of features on the IP Office called UMS Web Services It covers voicemail access using IMAP email client web browser or Exchange mailbox For Exchange integration the addition step is the automatic forwarding of the user voicemail messages to their email address The ability to use these functions requires the user to be configured for one of the following IP Office user profiles Note that these profiles require appropriate IP Office licenses for each configured user e IP Office Server Edition For these systems Exchange integration is supported for users whose Profile is set to Office Worker or Power User e Unified Communications Module IP Office Application Server For these systems Exchange integration is supported for users whose Profile is set to Teleworker Office Worker or Power User To configure the user for Exchange integration 1 Using either IP Of
128. to continue scanning lists press 3 Enter owner s extension To replace an existing list enter that list s number These are entries in your list To rewind to current entry press 2 to rewind to previous entry press 2 as many times as necessary to continue playback of list press 3 To skip to next entry press to delete current entry press D Ww ul oo Ww Ww Ww N N Ww You are choosing whether to attach a copy of original message to your reply To include the original press y for yes to send only your reply press n for no To skip the next header press the sign to listen to the header rewind by pressing 2 then play by pressing 3 to skip to the next category press Please wait One to sixty For zero see 585 wav Eighty Hundred Million AAA Enter extensions Ww RWW O O o Uw ul Ka Kaa Kau au AI H CO MFION A ul N ALA Ui U A Ww A ul u ALA A ojo iu a B D aS Administering Avaya IP Office Platform Voicemail Pro Page 379 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 WAV File Intuity Prompt N N A A NIN ow To approve press to record from here press 1 Press 1 to select 2 to select 3 to select AO A N wo Enter more characters followed by the sign If you just completed entering the last name enter the first name H To reply to sender by voicemail press 1 You are reguesti
129. to a Voicemail Pro server at any time To prevent an idle client session from blocking the server a Client Server Connection Timeout mins setting is used to disconnect the idle client session By default the timeout is set to 5 minutes If your Voicemail Pro client session has timed out the Voicemail Pro client will prompt you whether to re establish the session or close You are then able to continue working in offline mode or to close the client Page 23 Administering Avaya IP Office Platform Voicemail Pro 15 601063 Issue 10c 09 December 2014 IP Office Platform 9 1 2 3 The Main Voicemail Pro Window The Voicemail Pro Client is a Windows interface used to customize the Voicemail Pro Server W Yoicemail Pro Client Intuity File Edit Actions Administration Help ARADA 223 8 O48 EU wef O k Doc IP500v2 4 10 136 80 22 Hg Specific Start Points NEVER ACCESSED Disallowed Groups 0 NEVER ACCESSED Disallowed y 0 NEVER ACCESSED Disallowed Predictive Calls 0 NEVER ACCESSED Disallowed Short Codes NEVER ACCESSED Offline U NEVER ACCESSED Disallowed YA Users NEVER ACCESSED Disallowed H oO Default Start Points oO Voicemail Pro Administrators oO Server Queues oO Distributed Voicemails oO Eventing Notifications View Mailbox Details NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowe
130. to a following action in the call flow This connection can be followed even Next after the caller has hung up if the Start 9 amp 4 action option Complete sequence has been Invalid Number selected e Invalid Number Route the call to a following action in the call flow if the extension number entered is not valid Administering Avaya IP Office Platform Voicemail Pro Page 127 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 6 7 3 Personal Options Menu ry The Personal Options Menu action assists you to alter various user or hunt group settings Because of the nature of this action it should always be protected by a PIN code in its General tab For an example of the action being used in a call flow see Using a Personal Options Menu Action 2351 This action was previously called the Play Configuration Menu action Any user or group configuration changes made using this method are written to the file AuditTrail txt on the Voicemail Pro server computer C Program Files Avaya IP Office Voicemail Pro VM Logs AuditTrail txt The file includes the time date details of the change and the CLI of the caller making the change Settings 1 Click the Be Configuration Actions icon and select ry Personal Options Menu 2 The General 9 Entry Prompts 925 Reporting 95 gt and Results 974 tabs are standard tabs available to all actions In the General tab enter a PIN code in the PIN field 3 In the Specific tab select
131. to start playback of messages in that category Use the options below e Listen e Save Play the message Mark the message as a saved message e Pause e Call Pause the message playback Call the message sender if a caller ID is available e Delete e Copy Delete the message Copy the message to another mailbox When pressed as number of additional options are displayed e lt NAME gt Visual voice access to other mailbox can be configured That includes hunt group mailboxes 19 and other user mailboxes 199 e Message Record and send a voicemail message to another mailbox or mailboxes e Greeting Change the main greeting used for callers to your mailbox If no greeting has been recorded then the default system mailbox greeting is used e Email This option is only shown if you have been configured with an e mail address for voicemail e mail usage in the IP Office configuration Use this control to see and change the current voicemail e mail mode being used for new messages received by your voicemail mailbox Use Change to change the selected mode Press Done when the required mode is displayed Possible modes are e Password Change the voicemail mailbox password To do this requires entry of the existing password e Voicemail Switch voicemail coverage on off Using the Visual Voice Button for Voicemail Transfer If you press the MESSAGE or Visual Voice button when you have a call connected you can enter an extension number for di
132. want to use SFTP for data transfer select SFTP e Click Test Connection to verify the connectivity of the Voicemail Pro server to the remote FTP or SFTP server If you receive an error message about the authenticity of the host see SFTP Host Key Verification 375 9 Click OK to start the backup Note If a backup is in progress the Restore amp Backup dialog box displays Abort instead of Backup Now Click Abort to abandon the backup in progress Administering Avaya IP Office Platform Voicemail Pro Page 53 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 2 16 2 Scheduling Backups Using the Voicemail Pro client you can schedule a daily weekly and monthly backup for the server To schedule backups 1 Open the Voicemail Pro Client application and connect to Voicemail Pro server 2 From the Administration menu select Preferences gt General 3 Click the Backup amp Restore tab 4 Click Configure Backup Connected to 192 168 0 214 Sn Start 08 00 i Encrypt Backup J Daily Every 1 day Voicemails Callflows Modules amp Conditions C User Settings amp Greetings E Module Recordings Campaigns System Settings Location opt vmpro Backup Scheduled Daily Eu v Weekly Every Sunday Z Voicemails E Callflows Modules amp Conditions User Settings amp Greetings Module Recordings lr Campaigns E System Settings Location opt vmpro Backup Scheduled Weekly V Month
133. wave file through voicemail to the active connection taking into account the system locale Er wait interruptables dlgid Parameters e wav String This contains the name of the wave file to be played If the fully qualified path is specified drive path file then the full specified path is used otherwise the file is relative to the specified locale within the WAVS directory e GREETING greeting Plays out the greeting stored within the greetings directory The WAV extension is automatically appended e ACCOUNTS mailbox message Plays out the message stored within the specified mailbox The WAV extension is automatically appended e CAMPAIGN campaign message Plays out a campaign message stored within the specified campaign The WAV extension is automatically appended wait Boolean This optional parameter specifies whether voicemail should return immediately 0 or wait until the wave file has been played first 1 interruptables String Default Any This is for future development digid Long Default 0 The connection for the voicemail session Return Value e The key press that was used to terminate the playback String Administering Avaya IP Office Platform Voicemail Pro Page 318 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Voicemail Pro Examples Using VB Script 11 1 2 34 PlayWav Method This method is used to play a wave file through voicemail to the active connec
134. you quit the import the system aborts the call flow import Restoring call flows with Unsupported Speak Tags When you restore call flows with unsupported XML tags in a Speak Text action Voicemail Pro logs a warning message for each corresponding call flow action detected indicating the call flow name where the action was detected Administering Avaya IP Office Platform Voicemail Pro Page 358 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 11 6 1 1 XML Tags XML tags can be used in the following ways Voicemail Pro Examples Using the Speak Text Action e Tags with text Example lt volume level 90 gt text lt volume gt These tags consist of e An opening XML tag in the example above lt volume level 90 gt e The text to which the opening tag command should be applied e Aclosing XML tag The closing tag uses the same command as the opening tag prefixed with and no other settings In the example above this is lt volume gt e Empty Tags Example lt volume level 90 gt All following text The command and settings apply to all subsequent text The empty tags do not include closing tags e Nested Tags Example lt volume level 90 gt Speak this text with volume level 90 lt volume level 50 gt Speak Voicemail Pro TTS supports only the following XML tags this text with volume level 50 lt volume gt lt volume gt These tags consist of one set of tags inside another Volume 358 Change th
135. 0 Feature Voicemail Collect Telephone Number Main Line Group Id 0 Example 2 Access a Voicemail Pro Module If a Voicemail Pro module has been created and called TimeCheck the following short code could be used to access it Code 80 Feature Voicemail Collect Telephone Number TimeCheck Line Group Id 0 The Voicemail Node short code feature can also be used to access short code start points It uses the short code start point name as the telephone number without surrounding brackets Administering Avaya IP Office Platform Voicemail Pro Page 240 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Administration Routing Calls to Voicemail 9 1 5 Using VM to Access Voicemail Another method for accessing voicemail is the VM option where VM is followed by the name of the mailbox or Voicemail Pro start point required This can be used in the telephone number field of IP Office applications such as SoftConsole and Manager e Example 1 SoftConsole access to the mailbox Main The user wants single click access to check for messages in the hunt group mail box Main extension ID 200 1 Start SoftConsole 2 Click one of the BLF panel tabs 3 Right click and select New gt BLF Group Member 4 Type a Name for example Messages 5 Type a Number in this case enter VM Main or VM 200 6 Click OK The operator can now check for messages in that group mailbox with a single click e Example 2 Incoming Call Ro
136. 1 2 19 GetPositioninQueue Method This method is used to obtain the QPOS session variable Method Voice GetPositionInOueue dlgid Parameters e dlgid Long Default 0 The connection for the voicemail session Return Value The value of the QPOS session variable associated with the specified voicemail session String Administering Avaya IP Office Platform Voicemail Pro Page 314 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Voicemail Pro Examples Using VB Script 11 1 2 20 GetRegister Method This method is used to retrieve a string stored in one of the session sixteen data variables CPO to CP15 Method Voice GetRegister regnum dlgid Parameters e regnum Long Data register to use for storage 0 15 e digid Long Default 0 The connection for the voicemail session Return Value The data stored within the specified register String 11 1 2 21 GetResult Method This method is used to obtain the RES session variable E Parameters e digid Long Default 0 The connection for the voicemail session Return Value The value of the RES session variable associated with the specified voicemail session String 11 1 2 22 GetSavedMsgs Method This method is used to obtain the number of saved messages contained within the session s mailbox o rr o Parameters e dlgid Long Default 0 The connection for the voicemail session Return Value The number of saved messages co
137. 10c 09 December 2014 Callflow Actions Database Actions 6 11 4 Database Close Ek The Database Close action will close the current database connection If the database is open when a call terminates then a Database Close action is run automatically e l These features are not supported on a Linux based Voicemail Pro server e For IP Office Release 9 1 use of database actions no longer requires the IP Office system to have an Advanced Edition license Settings 1 Click the B Database Actions icon and select amp Database Close 2 The General 9 Entry Prompts 924 Reporting 951 and Results 974 tabs are standard tabs available to all actions 3 There is no Specific tab for this action Results This action has the following results which can be connected to further actions amp Tr e Success ka The database connection has been closed Succe ji e Failure Failure The database connection has not been closed This action is useful during testing and _ development of the database call flow to validate correct operation Administering Avaya IP Office Platform Voicemail Pro Page 167 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 6 12 Queue Actions ts Queue Actions These actions are associated with hunt group queues and are not available to user and short code start points The IP Office Manager option Synchronise calls to announcements should not be used when using the queue actions a
138. 13 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 8 5 2 Configuring Group Broadcast If the Broadcast option is enabled a message for a hunt group is copied to the individual user mailboxes of each hunt group member A call flow can be created that includes the Generic Action See Generic Action 994 If messages need to be forwarded to the same group a Personal Distribution List could be created See Personal Distribution Lists 230 To configure Group Broadcast 1 Open IP Office Manager 2 In the Navigation pane click HuntGroup and select the reguired group 3 Click the Voicemail tab Woicemail Voicemail Code xxx Confirm Voicemail Code Voicemail Email sales acme cor Voicemail Email M Voicemail On C Off Copy Forward Alert Voicemail Help Broadcast 4 Check Broadcast 5 Click OK 6 Click al to merge the configuration change back to the IP Office Administering Avaya IP Office Platform Voicemail Pro Page 214 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Mailbox Access and Configuration Hunt Group Voicemail 8 5 3 Using a Short Code to Collect Voicemail To access messages for a hunt group a short code can be created For example for a group called Main a short code can be added with the following properties fat ode o _ j 99 Code Feature Voicemail Collect n Telephone Number Main E4 Line Group
139. 16 Increment a COUNTER variable and then test whether is matches a specified value Decrement and Test Counter 16 Decrement a COUNTER variable and then test whether is matches a specified value 6 10 1 Test Condition A amp The Test Condition action assists you to check the current state True or False of a condition setup through the Conditions Editor 624 Settings A A 1 Click the amp Conditions Actions icon and select amp Test Condition 2 The General 9 Entry Prompts 925 Reporting 95 gt and Results 974 tabs are standard tabs available to all actions 3 In the Specific tab complete the fields with relevant details General Entry Prompts i Reporting Results Which Condition does this action test Return the result of the following condition z e Return the results of the following condition Assists you to select a condition from the conditions currently setup Results This action has the following results which can be connected to further actions e True This result connection is used by the call if the tested condition is currently true e False This result connection is used by the call if the tested condition is currently false For examples of the Test Condition action in a call flow see e Customizing a Hunt Group Call Flow 22h Administering Avaya IP Office Platform Voicemail Pro Page 157 IP Office Platform 9 1 15 601063 Issue 10c
140. 2006 el 0009 00 00 Administering Avaya IP Office Platform Voicemail Pro Page 347 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 11 5 Fax Server Configuration With an IP Office system fax machines and servers can process fax messages in a number of ways e Fax calls can be handled without the use of Voicemail Pro In IP Office a fax machine can be set up to direct faxes to individual extensions or hunt groups Faxes can be directed to the fax machines or servers based on the DDI or DID numbers of the incoming calls See the IP Office Manager help and guide e Fax calls detected by Voicemail Pro When a fax message is left in a voicemail mailbox Voicemail Pro can detect that the call is a fax call and redirect the call to a fax machine or fax server to receive the fax The incoming call can be routed to a system fax number or in Intuity Mode a fax number that the mailbox owner has specified e Fax calls can be sent to a system wide fax number If Voicemail Pro detects a fax tone it passes the call to the number that is set as the system fax number This number can be an analog extension that is connected to a fax board in the fax server For information about configuring an analog extension see Configuring an Analog Extension Number for Fax Use 354 e Fax calls can be sent to a user defined mailbox number If Voicemail Pro detects that the incoming call is a fax and if a system f
141. 26 13 09 32 00 15 Max Conf 100 100 For the recording files with hash data you can check the authenticity of the recording files To check the authenticity of a recording file select the file in the list and click Verify If the file is authenticated the Verified column displays Yes Right clicking on any recording and selecting Properties displays additional information about the recorded call Administering Avaya IP Office Platform Voicemail Pro Page 249 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 I MSG3465482717 way Properties x W MSG3465482717 wav Properties x Call Details Conference Parties l General Conference Parties Validate Recording Yes IP Address of switch 47 135 152 217 Data Type Voice Call ID 101 Recording Type Manual Auto ManualRecordingU ser Recording Originator 66666 Date 2010 10 25 Calling Party 77888 Time 18 05 11 Calling Party Name Benoit Size Omin 55sec Targeted Number 55555 Display on Phone Benoit Tageted Party Number 66666 Call Data Tag Tageted Party Name Max Account Code if any Answering Party Number Max User Defined Data Answering Party Name 66666 Callers Time Offset 0 Targeted No s Time Offset 0 WMSG3465482717 way Proper General Call Details Participants in conference If ContactStore is being used any files in the VRL folder are automatically moved by the ContactStore into its own dat
142. 261 262 Still Queued Start Point 219 Stop processing message 343 Stop Recording 251 Structured Query Language 325 Sub Main 305 306 308 312 317 319 322 Subject 149 245 375 submenu 86 Submit 337 345 Subscriber 375 Subscriber Administration 375 Subscriber Lists 375 Success 122 164 165 166 167 243 308 success Then 308 Synchronise 88 169 170 Synchronize 169 170 219 221 Synchronize Calls 219 Syntax Check 155 302 Syntax Check button pressing 155 302 System gt System 264 System Configuration window 246 System Fax Number 175 283 348 349 350 352 353 system greeting 375 system greeting enter 375 System greeting used 375 system outcalling 375 System Parameters 319 System Preferences window 175 283 350 System Prompts 268 165 325 Administering Avaya IP Office Platform Voicemail Pro IP Office Platform 9 1 System Retry Settings 186 292 System Settings 183 289 System Times 186 292 systems running 215 T Telephony Actions 50 88 Assisted Transfer 335 Dial 335 Telephony Actions icon 132 133 134 135 137 138 139 141 271 Telephony Handset 93 Telephony Operation Mode 202 Teletype 264 265 Test Condition 62 65 66 88 260 add 157 Test Condition Action 62 65 66 88 157 260 Test Connection button 164 Test Connection Succeeded 164 Test User Variable 88 add 159 use 83 158 Test User Variable Action 83 88 158 159 test 319 text As String 324 text matching 337 text This 324 357
143. 287 G0288 To return to outcalling administration Administering Avaya IP Office Platform Voicemail Pro Page 387 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 nance al G0217 AA G0218 G0219 AA G0221 II 0222 G0223 G0224 AA 0225 AA 0226 0227 0228 G0229 0230 G0231 0232 G0233 AA 0234 0235 AA 0236 _ 0237 0238 0240 G0241 AA G0242 AA 60243 0244 AA 0245 G0251 AA G0252 G0253 AA G0254 G0255 AA Go260 G0261 AA Go262 G0263 0264 G0265 0272 0273 0274 0275 II Go278 AA 0279 G0280 G0281 AA 0282 G0283 AA G0284 G0285 G0286 60288 WAV File Intuity Prompt G0289 Enter outcalling number and G0290 To exit press now G0301 Your destination is currently configured to G0306 For system outcalling schedules G0307 GO308 G0309 If not press 3 and re enter time G0310 To specify your times GO311 To delete own time G0312 Peak time is G0313 For outcalling ant time press 1 G0314 G0315 G0316 For outcalling during prime time press 2 G0317 G0318 G0319 G0320 If correct press G0321 From time G0322 G0350 G0351 Based on an outcalling time profile which is currently configured as follows G0352 G0353 G0360 G0361 G0362 G0363 G0364 Please enter the time G0365 The time should be entered as follows hour hour minute minute where the hours are given in 24 hour format For example 5 past 1 in the afternoon would be entered as 1305 G0
144. 3 25 VMPro Restore completed 16 Aug 2012 18 33 25 Reloading server data 16 Aug 2012 18 33 25 Resuming Voicemail 16 Aug 2012 18 33 25 Voicemail resume complete oicemail Pro Data Restore completed successfully 9 Click Finish to close the dialog box 10 If the restored settings include call flow changes or server settings different from those that are currently used by the server log in to the Voicemail Pro server again and click Save and Make Live 2 16 3 2 Linux Server Restore On a Linux based voicemail server you cannot use the Voicemail Pro client to restore previous backups it has taken However the backup files can be copied to the server and then restored using it web control menus To restore files using the web control menus 1 Connect to Linux server using an SSH File transfer tool 2 Copy the backup folder to the opt vmpro Backup Scheduled OtherBackups folder on IP Office Application Server e If the backups are saved on a remote FTP host you can download the backup folder from the remote FTP host using an FTP client application e If you are using a Voicemail Pro server running on Unified Communications Module you can copy the backup folder to a USB storage For details see Backup paths on UC Module Voicemail Pro 15 gt 3 Login to IP Office Application Server using a Web browser 4 Click Settings and select the General tab 5 In the Backup and Restore section click Restore for the Voicemail
145. 366 G0367 G0400 G0401 G9402 G0403 Go4o4 G0405 G0406 G9410 Goli Go4i2 G0413 Go4i4 Go4is Go4i6 G9417 G0419 G9419 G9421 G0422 G0423 G0424 Administering Avaya IP Office Platform Voicemail Pro Page 388 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 You are specifying your outcalling time period For outcalling during peak time SEF G0289 AA 0290 G0301 AA 030 0307 0308 0309 AA Go310 G0311 AA 032 0313 60314 60315 AA 60316 AA 60317 AA 60318 G0319 AA G0320 0321 0322 G0350 G0351 0352 60353 AA 0360 60361 AA 0362 60363 0364 AA eS 0366 AA 60367 _ _ 0400 60401 G0402 60403 G0404 G0405 0406 G0410 Goats AA ca AA Ga II G0414 G0415 AA 60416 G0417 AA G0418 AA G0419 AA G0421 AA 02 0423 oa Appendix Prompts WAV File G0425 G0426 G0427 G0428 G0429 G0430 G0450 G0451 G0452 G0453 G0460 G0461 G0462 G0463 G0501 G0502 G0503 G0504 CF u d idkO II II I I I u OO O OO O O OO O HER yR aa G0505 GO551 GO552 G0553 G0554 GO555 ifth Intuity Prompt Hide 0425 AA G0426 0427 AA 0428 G0429 AA G0430 Go4so AA Go4st AA Go AA Gi ae io G0462 60463 G0501 AA 60502 60503 G0504 0505 60551 Goss2 AA Goss3 Goss4 055 GO680 Go681 G0682 AA 0 Administering Avaya IP Office Platform Voicemail Pro Page 389 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 13 4 2 English Non Intuity Prompts He
146. 5 11 Click OK 12 Click OK to close the System Preferences dialog box Administering Avaya IP Office Platform Voicemail Pro Page 55 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 2 16 3 Restoring backups The voicemail server suspends any active calls before it starts a restore operation After the restoration is complete the voicemail server resumes the normal operation There are two methods for restoring a backup previously made by the Voicemail Pro client e Windows Based Server 5 The client can restore previous backups saved on the PC on which it is running or from an FTP file server This method of restoration allows selection of what parts of the backup should be restored e Linux Based Server 581 Backup files on the server can be restored using the Linux sever s web management menus Administering Avaya IP Office Platform Voicemail Pro Page 56 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 2 16 Using the Voicemail Pro Client Backup and Restore Functions 3 1 Windows Server Restore Using the Voicemail Pro client you can restore a previous backup onto a Windows based voicemail server To restore files using the a backup on a Windows based server 1 Open the Voicemail Pro Client application and connect to Voicemail Pro server 2 From the Administration menu select Preferences gt General 3 Click the Backup amp Restore tab 4 Click Restore The system displays
147. 55 starting from the position index and going right Return the selected number of characters STRING CP1 left CPO 5 01555364200 01555 starting from the left end From the Right Return the selected number of characters STRING CP1 right CP0 5 01555364200 64200 starting from the right end Return the length of the string before or STRING CP1 length CPO 101555364200 after the first or last occurrence of the STRING CP1 lengthtofirst 2 indicated character or characters to match CPO 1 STRING CP1 lengthfromfirst CPO 5 STRING CP1 lengthtolast 5 CPO 5 STRING CP1 lengthtolast 7 CPO 5 Administering Avaya IP Office Platform Voicemail Pro Page 108 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Basic Actions Lowercase Change any uppercase characters in the STRING CP1 lower CPO ABCdef123 _ abcdef123 input into lowercase Reverse the order of characters in the STRING CP1 reverse CPO ABCdef123 _ 321fedCBA input Uppercase Change any lowercase characters in the STRING CP1 upper CP0 ABCdef123 ABCDEF123 input into uppercase Number of Characters This option is displayed for the operations From Position From the Left and From the Right It sets the number of characters to be returned e From Position Index This option is displayed for the operation From Position It sets the start character for set of characters to be returned e From
148. 6 3 3 SPECifi i fenier aie Pe 95 Ss AA Wa To Yaa La SAA AAA 95 6 3 5 AI AAA AAA AA 97 6 4 SA iii 98 6 5 BasicACHONS 2 0 2 20 steeds eshte eta tenet 99 6 5 1 Generics cn Aa 99 6 5 2 Speak Text sienna adi einai 111 62573 MENU veer du Yi gi eo Wydd FY Tdd dr 115 6 5 4 Gort nut bari daa naa 117 6 5 5 Disconnect nnna ed lee ee 118 G 5 6 mllia EET EA 118 6 5 7 Module Retut th eesseeeeseeeseneeeeneeeeeeneeeeeaes 118 6 6 Mailbox ACtionSs sswwwsnemmanzwaazama nanma namma namana 119 AA uu SASA 120 6 6 2 Leave Mali eere 122 6 6 3 KI en See ee ieee ysu 123 6 6 4 Voice QUESTION ee eeeeeeeeteeeeeeeeteteeteeeenaeetaes 124 6 6 5 Campaigh aier aeiae Mama 125 6 7 Configuration ACtioNS wwwwwwmmmmmmammamimama 126 6 7 1 Edit Play KA AAA 126 6 7 2 Record Name lt wssswwanzwazomwanawanzomaaziwanamaa 127 6 7 3 Personal Options MEeNU wswwmammamwmamawaza 128 6 7 4 Select System Prompt Languag6 130 6 8 Telephony ActionS wsswwwanmmaamamanaminawmmanamaaza 131 6 8 1 Variable ROUtING eee eeeseeeeeseeeeeteeeeeeneeeteaes 132 6 8 2 Route Incoming Call w wwwmmmamao 133 6 8 3 Route by Call StatuUS w ww wwo 133 6 9 4 ARE E E uei ie i Y adu dd difa 134 6 8 5 WISDOM Lucie eii Bid FY Ng YT Ydd a0d 135 6 8 6 Gall ee east ee 137 6 8 7 Dial by Name w wwssemaazemanamanu
149. 6 Megabytes 018 019 Message from 021 Private 022 Private priority 023 025 026 029 030 5 Q Priority Call from Call received E z a a v lt o o oO n o x o x ei 032 033 035 038 039 040 2041 Attached file To advance to the end of the message press 6 Rewound Component To listen press 3 To customize your mailbox for example to create or edit your mailing lists or change your password go o wn wn ul 042 To administer your media preference for sorting messages press 8 2043 You are administering your preferred media type for sorting incoming messages Messages with a primary media type matching your preference will be presented before other messages regardless of the order in which they have been received No media preference for sorting incoming messages has been specified For voice press 1 for fax press 2 for text press 3 for binary files press 4 To retain your current preference press the key You media preference for sorting incoming messages is For no preference press zero Will be your preferred media type Your password cannot be the same as your extension number consecutive digits or a single repeated digit Please enter new password and the key At beginning of message to step back to previous message press 2 to listen press Zero Approximately At beginning of message To enter the telephone numbe
150. 601063 Issue 10c 09 December 2014 7 7 Voicemail Recording These preferences are used to configure an SFTP connection from a Linux based voicemail server to the server running Call Recorder for IP Office or ContactStore for IP Office Before you configure the settings you must have a pre configured SFTP server running on the destination server System Preferences Outcalling Housekeeping SNMP Alam Voicemail Recording Backup amp Restore Syslog Te Remote Server Settings FTP User Name FTP Password Remote FTP Location Remote FTP Host Test Connection Voicemail Recording Preferences FTP User Name Set the user name for access to the remote SFTP server FTP Password Set the password for access to the remote SFTP server Remote FTP Location Enter the file path for the files on the target server This is a sub path to the remote servers root folder Remote FTP Host Set the address IP address or fully qualified domain name of the target server Test Connection When clicked the server will test the connection using the current settings and report the results Administering Avaya IP Office Platform Voicemail Pro IP Office Platform 9 1 Page 187 15 601063 Issue 10c 09 December 2014 7 8 Backup amp Restore This tab in preferences is used by the Voicemail Pro client to make schedule and restore backups of the voicemail server See Voicemail Pro Client Backup and Restore 52
151. 601063 Issue 10c 09 December 2014 Chapter 3 Conditions Administering Avaya IP Office Platform Voicemail Pro Page 61 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 3 Conditions Conditions provide a method to check and branch a call flow based on the date or day of the week or the value of a variable A Within the voicemail call flow a condition can be checked using a amp Test Condition 157i action According to whether the condition is currently true or false callers can then be routed to different actions Conditions are constructed from a set of basic elements These elements can be combined within a single condition to create complex rules For example the week planner can be used to define a company s standard working hours and then combined with the calendar to define exception days such as public holidays Condition Elements The following different types of elements can be added to a condition a Calendar 65 Select days from the calendar up to 255 days which if the current date matches a selected day cause the element to be true Week Planner 66 Select days of week and then a time period on each of those days that should cause the element to be true Condition 67 gt Select an existing condition that is then used as an element within another condition ic Be Compare 684 Compare one value to another using a selected criteria such as Is egual to or Is greater
152. 7 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Database Execute Action The Database Execute Action contains a query against the open database in this example it concerns the ISBN captured in the previous menu action REJ Re SBN From DB Success Failure If the sequence of numbers entered by the caller matches an ISBN entry in the database then the Author s name cost ISBN and book title details are captured This query is entered into the Database Execute Action via the specific tab When entering information into the specific tab for the first time you are taken through a series of steps 1 Select the Database Open Icon required In this example the Make sure Database still active icon was selected 2 At the SQL Function window the option to Select From was chosen as information from the database is required 3 Details are then entered into the SQL Wizard as shown below s0 wizard Function Tables Field SELE CT ookList Selected Fields gt gt Logical Field Relational Daa Delete Modify Select Fields Upto six fields may be selected Author S8 010500090750 000009000009009000900900909900990090990090090990090090000099000090009099099000000909000000900900009900000000000000900d Administering Avaya IP Office Platform Voicemail Pro Page 328 IP Office Platform 9 1 15 601063
153. 7 Castelle Fax Server Voicemail Pro 4 1 added support for Castelle FaxPress products This uses SMTP rather than MAPI to exchange fax e mails with the Voicemail Pro server In order for the Voicemail Pro to recognize e mails received from the fax server the From name used must start with FaxPress This is configured through the FaxPress client software as follows 1 Login to the FaxPress client software as a supervisor 2 Expand the Administration section on the left 3 Select Embedded Services 4 Select Email Gateway Right click on this and select Configuration 5 Select the Email to Fax tab 6 In the Return address used in emails sent from the SMTP gateway section in the Name field enter a name in beginning with FaxPress 11 6 Using the Speak Text Action One method of employing TTS is through adding a Speak Text action to a call flow The text to be spoken is entered in the action s Specific tab Properties for Speak Text xi General Entry Prompts Specific Reporting Results Please enter the text you wish to speak Text to speak This text can include combinations of e Typed text sentences e Voicemail Pro Call Variables 804 For example e Entering KEY would be replaced when spoken by the last digits dialed within the call flow by the caller e If using database interaction entering DBD x would be replaced by the current value of that database field e Entering CLI would speak the
154. 9 355 Voicemail Pro TTS 357 Voicemail Pro TTY Installing 264 Voicemail Pro Wave Editor starts 92 93 Voicemail Pro window 75 175 176 177 183 185 186 283 289 291 292 Voicemail provides number 211 216 Voicemail Reception 74 120 122 390 voicemail ringback 195 201 213 231 239 voicemail ringback on off 201 voicemail rings user 72 Voicemail Server Directory 176 Voicemail Server PC 126 128 153 Voicemail Server Speech Directory 176 Voicemail System 176 219 Voicemail System Files 176 Voicemail Telephone Numbers 242 Voicemail Transfer 375 Voicemail User Account 362 voicemail works 211 VoicemailCollect 242 Volume Change 357 VPNM 230 add 190 delete 190 Select 190 VRL 122 175 245 247 248 253 256 283 VRL application 248 253 256 VRL Record Length 175 247 283 W Waiting Indication 195 211 213 WAN 20 22 wav As String 318 319 Wav Editor 80 Web Browser 343 345 Web Campaign Component 338 345 Web Campaigns 338 Using 345 Web Server 345 Web Sites 349 websites 357 Week Planner 62 63 67 add 66 Week Planner icon 66 Week Planner window 66 Whisper 74 88 135 Whisper Action 74 88 135 Administering Avaya IP Office Platform Voicemail Pro IP Office Platform 9 1 wildcard 132 Windows TTS 357 Within Voicemail Pro 80 270 325 Wizard 165 339 Work 32 186 292 349 Workstation 20 Xx XML 355 closing 357 opening 357 XML Tags Entering 357 Y YEAR MONTH DAY HOUR 317 Yes Select 23 Your
155. A C Note the following file extensions must be used A Entire database mdb Modules only mod Conditions only con Entire configuration System settings callflows and prompts tar gz Help lt Back L new Cancel 3 Enter the path and name of the file that you want to import Alternatively click the button to browse to the file and click Open Tip Use a mdb file for the entire call flow database a mod file for modules only a con file for conditions only anda tar gz 34 for the entire configuration settings including the prompts 4 Click Next 5 If you are importing a con or a mod file type then in the displayed list select the items that you want to import and click Next 6 Click Finish and then Close 7 Click amp Save amp Make Live before you close the Voicemail Pro Client to apply the imported data Important e The contents of an imported mdb file overwrite the contents of the existing database A copy of the existing database is saved in the folder DB Backup for a backup e The modules in an imported mod file overwrite any existing modules with the matching module names e The conditions in an imported con file overwrite any existing conditions with the matching condition names e Unless you use a tar gz 344 file to migrate the entire configurations settings migrate the prompts as separate items or re record them Administering Avaya IP Office Platfo
156. Bi The Wave editor 9 window opens Select an existing prompt or define and record a new one e When accessing voicemail prompts voicemail variables 804 can be used in both the path and filename for the prompt For example e If the prompts Greeting1 wav and Greeting2 wav etc are recorded an action set to play Greeting KEY wav plays the greeting prompt that matches the current value of KEY e By recording custom prompts for different langauges with the same file name but placed in appropriately named langauge sub folders the variable LOC can be used in an action s prompt file path to play the correct language version of the prompt e For announcements the formats GREETING lt name gt _Queued and GREETING lt name gt _StillQueued can be used where lt name gt is replaced by the hunt group or user name Results This action has the following result which can be connected to a further action e Next Route the call to a following action in the call flow This connection can be followed even after the caller has hung up if the Start 9 action option Complete sequence has been selected Administering Avaya IP Office Platform Voicemail Pro Page 126 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Configuration Actions 6 7 2 Record Name The Record Name action assists users to record name prompts for their mailboxes or specified mailboxes For an example of the action in a call flow se
157. CESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed Mrsrn aeeroorn WAA PORRI 1 Clear Mailbox Disable Mailbox co o o 29 Modules eaeceeeoeoooomnoooo ceaeeoeooo ooo ccooocooocoooooooo0o00o0o0o0oo BOOOoOooooooooooOo OO O O O Oo O O czcoooeooeoeoooooco The information can be sorted by clicking on the column headers The information available is e Name The user or group name used for the mailbox creation e Callflows Assigned The customized call flows created for the mailbox e Extension The associated extension number for the mailbox e Size MB The current size for the mailbox messages recordings and prompts The maximum size for a mailbox is 60 MB e New The number of new messages in the mailbox e Read The number of read messages in the mailbox e Saved The number of messages marked as saved in the mailbox e Last Accessed The date and time the mailbox was last accessed e Web Voicemail Whether the mailbox is accessible via UMS Web Voicemail and whether it is currently being accessed e Unopened The number of messages in the mailbox that have never been opened This is different from new as messages can be changed from being read or saved to being marked as new e Exchange Messages Whether the mailbox is configured to forward messages to an exchange server e mail account If you right click a mailbox a list of options
158. Callers use this action to input text and numeric values a Park and Page Action 145 Park an incoming call and page a specific user extension or hunt group about the call a Predictive Call Script Action 145 Create call flows for predictive calls made by Avaya Outbound Contact Express Administering Avaya IP Office Platform Voicemail Pro Page 131 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 6 8 1 Variable Routing E3 This action routes calls based on whether a selected call variable 80 matches any of the numbers specified by the action s settings This action replaces the previous CLI Routing action but can perform the same function using the CLI variable The selected variable is checked for a match against all strings Where multiple matches occur the one with the most matching digits excluding wildcards is used If several equal length matches are found the first one in the list is used Settings 1 Click the g Telephony Actions icon and select Fi Variable Routing 2 The General 9 Entry Prompts 921 Reporting 95 gt and Results 971 tabs are standard tabs available to all actions 3 Select the Specific tab o i Route by Variable Select a Variable CLI gt Number of the caller m Does the Variable match any of the following numbers m X ay 01707364725 01707 4625 4329 e Select a Variable This drop down is used to select the call variable 804
159. E 7 Z W E YA Specific Start Points Extn206 gt Leave fi Users E h extn206 ieu Timeout 5 n F L Success Failure In this case messages are left in the same mailbox but callers can select to have spoken prompts or default to TTY prompts For hearing impaired users the call flow for callers who select spoken prompts could have those messages placed into an alternate mailbox These could then be collected and transcribed for the user Administering Avaya IP Office Platform Voicemail Pro Page 266 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Administration Support for Callers with Impaired Hearing 9 5 Changing Language Voicemail Pro can be used in a wide range of languages For external callers the Voicemail Pro tries to match the Locale setting of the IP Office system For internal callers if they have a different user locale in their user setting Voicemail Pro tries to match that language With centralized Voicemail Pro the default locale is that of the central IP Office If users on the remote IP Office want different language prompts each of their user locales must be changed separately If prompts for a required language are not installed Voicemail Pro has a set of rules that it follows to find the best alternate language For example if prompts are not available for users with their locale set to French Canadian Voicemail Pro looks for French prompts instead If Fren
160. EG name in call flows This allows a user variable to be used in the same way as a call variable 804 For example in a Ui Test Variable action 5 2 1 Managing User Variables To viewing the current set of user variables and their values By clicking on User Variables in the left hand navigation pane you can view all the user variables and their current values This pane can also be used to add and modify the user variables including changing their values Voicemail Pro Client Intuity Local File Edit Administration Help 2 Specific Start Points ae Waka ep a Default Start Points Reception Open YA Voicemail Pro Administrators 5 a Server Queues SnowDay YA User Variables Modify mo Alarms Delete rc Outcalls 28 Modules Data Modified Active Voicemail Sessions 0 Free Space 9 708 GB Total Space 74 528 GB To add and delete user variables and to change the current value you can right click on the variable and select the reguired option For example select Modify to change the value To add a user variable 1 Click Ne or press F8 The User defined variables window opens 2 Click 7 The Add user defined variable window opens 3 Type a name for your new variable 4 Click OK The new variable is added to the list Administering Avaya IP Office Platform Voicemail Pro Page 83 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 5 2 2 Using a User Variable as a Call Variable The spe
161. EY Results This action has the following results which can be connected to further actions e Success The action has been successful and has returned a set of records from the database Success e Failure Failure The action has not returned any data The Database Execute action results can only be Success or Failure Add connections to relevant actions For an example of the action in a call flow see IVR Database Connection Example Retrieving Data From the Database 326 and Entering Details in to the Database 332 Administering Avaya IP Office Platform Voicemail Pro Page 165 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 6 11 3 Database Get Data Ey Once a Database Execute 165 action has been used it returns a set of records from the database A Database Get Data action or actions are then used to select which record is the currently selected record whose values are placed into the call flow s DBD variables e These features are not supported on a Linux based Voicemail Pro server e For IP Office Release 9 1 use of database actions no longer requires the IP Office system to have an Advanced Edition license Settings 1 Click the B Database Actions icon and select E Database Get Data 2 The General 9 Entry Prompts 924 Reporting 951 and Results 9A tabs are standard tabs available to all actions 3 Select the Specific tab Chose which record should be selected by s
162. Each result can be connected to a further action in the call flow 6 3 1 General The General tab contains the action name You can also enter notes about the action and protect a call flow by adding an access code This tab is shown for the Start action in calls flows However it should not be used as settings applied to the Start action are ignored and should instead be applied through the first other added to the call flow General Entry Prompts Specific Reporting Results Token Name Generic Dinni e Token Name The name of the action for example the token name for the action Menu is Menu The token name can be changed so the use of the action can be indicated It could also be confusing having two actions within a module with the same name e Description Use this field to enter notes about why the action is being used or other information that is needed The text in the Description field can be used with TTS to automatically generate a prompt see Using the Wave Editor 934 e Pin Each action can be protected by a PIN number The PIN number can be the voicemail code of the presumed user To do this enter a symbol For example entering would force the callers to dial their voicemail code entering 104 would force the callers to dial 104 followed by their voicemail code Administering Avaya IP Office Platform Voicemail Pro Page 91 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014
163. F Data This result connection is used if the caller presses without entering any data Page 142 Administering Avaya IP Office Platform Voicemail Pro 15 601063 Issue 10c 09 December 2014 IP Office Platform 9 1 Callflow Actions Telephony Actions 6 8 10 Park and Page a Use the Park and Page action to park an incoming call and page a specific user extension or hunt group about the call The paging message includes the park slot number of the parked call and is played on the speaker phone so anyone who hears the paging message can unpark and answer the call Using the Park and Page action you can configure e The park slot prefix IP Office uses the park slot prefix to create park slot for a call by adding an extra digit 0 9 For example if you set 62080 as the park slot prefix IP Office uses a number between 620800 and 620809 as park slot to park a call e The hunt group or the user extension to page e The number of successive paging retries in case the call is not unparked in the first attempt e The timeout period before a successive paging retry is initiated e The prompts to be played in the paging message and the order in which the prompts are played Settings 1 Click the g Telephony Actions icon and select P Park and Page 2 The General 9 Entry Prompts 921 Reporting 9 and Results 9 tabs are standard tabs available to all actions 3 On the Specific tab General Entry Prompts Specttic
164. FTP server The client can also be used to restore previous backup files For Linux based servers whilst the Voicemail Pro client can still be used to perform backups it is recommended that the web management menus are used instead The web management menus can be used to backup and restore to and from remote servers FTP HTTP HTTPS SFTP SCP See Using Web Management 295 2 16 1 Immediate Backups Using the Voicemail Pro client you can create an immediate backup To take an immediate backup 1 Open the Voicemail Pro Client application and connect to Voicemail Pro server 2 From the Administration menu select Preferences gt General 3 Click the Backup amp Restore tab 4 Click Backup Now Backup Connected to 192 168 0 214 x Encrypt Backup Voicemails Callflows Modules amp Conditions User Settings amp Greetings Module Recordings Campaigns System Settings Location opt vmpro Backup Scheduled Immediate Remote Backup Configuration Remote FTP Host Test Connection Remote FTP Location FTP User Name FTP Password 5 If you want to protect backup files from unintended and malicious tampering select the Encrypt Backup check box 6 Select the items that you want to include in the backup You can choose from the following e Voicemails The voice messages received in the user and hunt group mailboxes e User Greetings amp Settings The personal and temporary greetings greeting confi
165. Fax Number box Instead type the number to use as a prefix so that a fax message can be identified and forwarded to the extension number of the intended recipient For example if the prefix is 55 a fax message for extension 201 would have the prefix of 55 automatically added so that the complete number becomes 55201 e System Fax Number By default fax detection is not enabled when Voicemail Pro is first installed When fax detection is enabled any fax calls that are left in a voicemail mailbox are redirected to this system fax number e Use as a Prefix If your fax system does not use prefix addressing leave this box unchecked For this feature to work you also need to set up a short code e Enable Fax Sub Addressing Most fax servers perform fax forwarding based on DTMF signaling received with the fax call Select the Enable Fax Sub Addressing check box so that the DTMF signal is passed to the fax server after the call has been answered so that the fax can be forwarded to the e mail address of the intended recipient Administering Avaya IP Office Platform Voicemail Pro Page 284 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Using Web Management Configuring Server Preferences 10 1 2 Email These preferences are used for email functions Even if MAPI or EWS is selected SMTP is still used for the exchange of information between voicemail servers in the same customer network e Enable MAPI EWS This field is used to
166. Id 0 For systems running in Intuity mode the above will work only if the user is a member of the group and a custom call flow has also been set up for the collect start point to that hunt group x Wakina File Edit Actions Administration Help AR Aba e Specific Start Points Users Groups e Short Codes YA Default Start Points ca Voicemail Pro Administrators A ot A is GL dy Properties for Get Ma E d x General Entry Prompts Reporting Results Get message from Callei s mailbox Mailbox Main Modules Members of the hunt group Main can now dial 99 from their own extensions to access hunt group messages In IP Office mode to use this short code for access from an extension that is not a member of the hunt group a voicemail code should be configured for the group Administering Avaya IP Office Platform Voicemail Pro Page 215 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 8 5 4 Out of Hours Operation Voicemail Provides a number of greetings for groups One of these is an Out of Hours Greeting Through IP Office Manager or using a short code a hunt group can be taken in or out of service When the group is Out of Service callers are played the group s Out of Hours greeting and can then leave a message Alternatively if an Out of Service Fallback Group has been configured callers are passed t
167. In the Properties for Speak Text dialog box under the Specific tab click Options 5 In the Speak Options dialog box select an option from the following list to change the way TTS speaks a text For more information on each of the options see Option 1121 e Change Volume e Change Absolute Speed e Change Relative Speed e Change Absolute Pitch e Change Relative Pitch e Emphasize Text e Spell Text e Add Silence For example when you select Change Relative Speed and set the value to 2 the rate at which the text will be spoken will be 2 seconds per word Ss General Entry Prompts Specific Reporting Resuts m Please enter the text you wish to speak ST x Option Change Absolute Speed v Value D Change Volume Change Absolute Speed Text Op tay eer Change Absolute Pitch Change Relative Pitch Emphasize Text becified then it applies to all Add Silence am 6 Click OK The Text box displays text surrounded by XML tags These are called SAPI tags 7 Save the Speaktext call flow you have created Connect to Voicemail Pro server on Linux 1 Log into Voicemail Pro server on Linux using your Administrator username and password 2 Create a call flow for Speaktext action 3 Right click and select Properties Administering Avaya IP Office Platform Voicemail Pro Page 357 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 4 Click Options 5 From the list of options available se
168. K Example Two conditions have been created e Using a Week Planner 664 element a condition is created so that calls received between 09 00 and 18 00 Monday to Friday are treated differently to calls received outside of these hours For more information e Using a Calendar 654 element a condition is created so that calendar dates such as public holidays can be accounted for e The two conditions need to be combined so that the call flow treats calls during working hours differently to calls received outside working hours and on bank holidays 1 Click the A Element List icon in the toolbar 2 Click 423 Condition 3 Click the Week Planner in the Condition Editor window The condition is placed in the Condition Editor window 4 Open the properties of the condition element by double clicking GB 5 Select the Calendar condition result 6 Click amp logic options and select a X l NOT action Click Condition to apply the logical option 7 Click OK The condition is now true when it is between 09 00 and 18 00 Monday to Friday and not a holiday Administering Avaya IP Office Platform Voicemail Pro Page 67 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 3 5 Compare SE The Compare element is used to add a variable that will be used to determine the call flow to be presented to the caller You can compare Voicemail Pro call variables 801 for example POS or ETA against each other or against a value you
169. L format If HTML messages are received all of the code will be read out as a message Within the IP Office configuration display the settings for the user On the User tab set the user s Profile to either Mobile User or Power User Menu Programming Mobility Phone Manager Options Hunt Group Membership Announcements Personal Directory User voicemail DND ShortCodes Source Numbers Telephony Forwarding Dial In Voice Recording Button Programming Name fextn201 Password U OO Confirm Password O O O Full Name Albert Extension 201 Locale Ol Priority Wo Profile Mobile user Receptionist 3 On the Voicemail tab Mability Phone Manager Options Hunt Group Membership Announcements Personal Directory DND ShortCodes Source Numbers Telephony Forwarding Dial In Voice Recording Button Programming Voicemail Code eH FT I voicemail On Confirm Voicemail Code W AA voicemail Help Voicemail Email ftest example com voicemail Ringback UMS Web Services e Voicemail Email Enter the user s e mail address e Voicemail Email Reading Enable this option for TTS e mail reading Administering Avaya IP Office Platform Voicemail Pro Page 362 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Voicemail Pro Examples Using the Speak Text Action Administering Avaya IP Office Platform Voicemail Pro Page 363 IP Office Platform 9 1 15 601063 Issue
170. M The VPNM window opens loi xl VPNM Server s Server Prefix vpnm sitea avaya com Add Jelete M Users for VPNM Servers Full Name Local Extension Remote Extension Number ypnm sitea avaya com BobJones 200 200 Add Modify Delete Add Range Help Exit 4h To add a VPNM server 1 2 3 4 In the VPNM Server s section click Add Enter the fully qualified domain name of the remote VPNM destination the remote Voicemail Pro server computer or Avaya Interchange Enter the two digit access prefix if these are being used Click OK Note If not present already the VPNM server address should also be added in the relay list of the SMTP Mail server that is configured in SMTP Sender 178y To delete a VPNM server 1 Inthe VPNM Server s section select the server that you want to delete 2 Click Delete When a server is deleted all of the users associated with that server are also deleted Administering Avaya IP Office Platform Voicemail Pro Page 190 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 System Preferences VPNM To add a user to VPNM server 1 In the Users for VPNM Server s section click Add The Adding a new user window opens Adding a new user A x Please complete the user details Which VPIM Server does this user belong to What is this user s full name Please enter the user s local extension Please enter the u
171. Msg Property The LastAccessedMsg property returns the name of the last recorded message If the IP Office TUI is used then this will also contain the name of the last played message e Owning object vmprov5 voicescript e String e Set This property is read only e Get A string object containing the fully qualified name of the last played or recorded message For example string Voice LastAccessedMsg 11 1 1 4 Locale Property The Locale property gets and sets the LOC voicemail call variable e Owning object vmprov5 voicescript e String e Set A string object that contains the new value for the LOC variable For example voice Locale String e Get A string object containing the current value for LOC For example string Voice Locale e Example Sub Main dlgid dim registration Set Voice CreateObject vmprov5 voicescript registration Voice Register dlgid if registration Then dim locale DO SOME PROCESSING locale Voice Locale Rem NOW SET LOCALE TO FRENCH Voice Locale fr DO SOME PROCESSING Rem NOW SET LOCALE BACK TO WHAT IT WAS Voice Locale locale end if End Sub Administering Avaya IP Office Platform Voicemail Pro Page 306 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Voicemail Pro Examples Using VB Script 11 1 1 5 Name Property The Name property returns the name of the mailbox associated with the voicemail session used for VBScript interaction with Voicemail equi
172. OUNTER2 to KEY respectively Administering Avaya IP Office Platform Voicemail Pro Page 106 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Basic Actions 6 5 1 9 Set CPxx Value This Generic command stores a value as one of the 15 CPxx call variables 80 gt The value to store can be the value of another variable or a value entered in the action General Entry Prompts Specific Reporting Results Select Generic command v Select Generic command 5 et CPxx Value v Select Data Variable 4 With Value KEY e Select Generic command Set CPxx Value e Select Data Variable Enter 1 to 15 for call variable CP1 to CP15 respectively e With Value Enter the value to store Another call variable 804 such as KEY can be specified to have that variables current value stored Free Format Equivalent This action creates a free format command t0 amp such as CP4 KEY In that example the current value of KEY is stored as variable CP4 Administering Avaya IP Office Platform Voicemail Pro Page 107 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 6 5 1 10 String Manipulation This Generic command assists you in editing a call variable 80 gt in various ways For example take the full CLI of a call for example 01555364200 and save just the area code part in the example 555 as a new value The action treats variable valu
173. October Two Oh Oh Eight TIME 23 00 00 13 10 2008 True Any digid At Twenty Three Hour Hundred Date Thirteenth October Two Oh Oh Eight TIME 24 00 00 13 10 2008 True Any digid At Midnight Oh Zero Date Thirteenth October Two Oh Oh Eight Administering Avaya IP Office Platform Voicemail Pro IP Office Platform 9 1 Twelve Noon Monday October Thirteenth One PM Monday October Thirteenth Eleven PM Monday October Thirteenth Twelve Midnight Page 320 15 601063 Issue 10c 09 December 2014 Voicemail Pro Examples Using VB Script 11 1 2 35 RecordMsg Method This method is used to record a user s speech input to the specified file Method Ye Recoreveg recording maxtime interruptables appendtofile dlgid playbeep Parameters recording String This contains the name of the file for the recording to be stored to and can be in the following formats If the fully qualified path is specified drive path file then the full specified path is used otherwise the file is relative to the specified locale within the WAVS directory e GREETING greeting Plays out the greeting stored within the greetings directory The WAV extension is automatically appended ACCOUNTS mailbox message Plays out the message stored within the specified mailbox The WAV extension is automatically appended CAMPAIGN campaign message Plays out a campaign message stored within the specified campaign Th
174. Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Administering Avaya IP Office Platform Voicemail Pro Page 184 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 System Preferences Housekeeping 7 5 SNMP Alarm The IP Office system can be configured to generate alarms These alarms can be sent from the IP Office using SNMP SMTP e mail or Syslog alarm formats The voicemail server preferences set the levels at which the server indicates to the IP Office to send an alarm For Voicemail Pro Server Edition the IP Office system also sends SNMP alarms based on the percentage of the available free space of the total disk space Those SNMP alarms are e Disk State Critical Free disk space is less than 5 e Disk State OK Free disk space is between 5 to 10 e Disk State Free Free disk space is greater than 10 e Disk State Stop Recording Free disk space is 0 General Directories Email Housekeeping SNMP Alam Voicemail Recording Bac Alarm Threshold Unit Disk Space left MB Recording Time left min Alarm Threshold Level 60 Note The Alarm Threshold Level value is related to the selected Alam Threshold Unit e g 60MB or 60 min SNMP Alarm Preferences e Alarm Threshold Unit Under Alarm Threshold Unit select either Disk Space Left MB or Recording Time left minutes e Alarm Threshold Level In the Alarm Threshold Level field enter the number of un
175. Office system configuration System Voicemail e Mailbox Password Control 198 Control of the minimum mailbox password length and whether complexity requirements are applied to the passwords is now set through the IP Office system configuration These settings are applied to all voicemail modes and to all methods of setting the voicemail password e Message Waiting Indication for Other User Mailboxes 194 A user can now be configured to received message waiting indication for new messages in another user s mailbox When configured the user s existing MWI methods are enabled for the other mailbox and the other user name appears in the user s Visual Voice display e Visual Voice Button for Other Mailboxes 19 Dedicated Visual Voice buttons for another user or hunt group mailbox can be programmed The button provides message waiting indication for that mailbox When pressed it goes to the Visual Voice display for that other mailbox The button can also be used for direct voicemail transfer of a call to the other mailbox Linux Web Management Enhancements A number of enhancement have been made to the server web management menus Administering Avaya IP Office Platform Voicemail Pro Page 11 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 e System Preferences Configuration 283 The voicemail server preferences can now be accessed and set through the server web management menus e Selected Mailbox Backups 29 For Linux ba
176. PO1 where the time is 14 00 UTC 2 00 You call a user located in a different time zone where the time is 2 00 UTC 10 00 If the user has set the Week Planner Condition to 02 00 UTC 10 00 and call flow is on a Centralized Voicemail Pro server where the time is 17 30 UTC 5 30 the call flow condition is based on the time zone of the user and not of the Voicemail Pro server where the system stores the call flow e Note In the Distributed Voicemail Pro server setup International Time Zone support capability functions similar to the Centralized Voicemail Pro server setup e Note If you had adjusted the time programming to accommodate the time offset of a user in previous versions of Voicemail Pro those adjustments need to be removed because Voicemail Proautomatically takes into account the time offset of the user Hunt Groups When you leave a message in a Hunt Group mailbox the system calculates the time stamp associated with the call answering using the UTC time and the local offset time of the IPO where the Hunt Group receiving the message is located Irrespective of the offset time set on the IP Office switches where the users of that Hunt group are located the time stamp associated with the messages in the Hunt Group is always based on the offset time set on the IP Office to which the Hunt Group belongs e Example In a setup where you are on IPO1 where the time is 14 00 UTC 2 00 You call a Hunt Group2 on IPO2 where the
177. Pro Page 313 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 11 1 2 15 GetMessageStatus Method This method can be used to obtain the state of the message within a mailbox Method Voice GetMessageStatus mailbox message Parameters e mailbox String The mailbox to which the message belongs e message The message to query The message name format should be Accounts mailbox message For example Accounts Extn247 MSG00004 Return Value The state of the message within the mailbox N for new O for old S for saved String 11 1 2 16 GetName Method This method is used to obtain the NAM session variable O assu E Parameters e digid Long Default 0 The connection for the voicemail session Return Value The value of the NAM session variable associated with the specified voicemail session String 11 1 2 17 GetNewMsgs Method This method is used to obtain the number of new messages contained within the session s mailbox O Parameters e digid Long Default 0 The connection for the voicemail session Return Value The number of new messages contained within the session s mailbox Long 11 1 2 18 GetOldMsgs Method This method is used to obtain the number of old messages contained within the session s mailbox O Parameters e digid Long Default 0 The connection for the voicemail session Return Value The number of old messages contained within the session s mailbox Long 11
178. Specific Start Points Users Z Groups amp Sales Start Point lt age Still Queued H art Short Codes YA Default Start Points YA Voicemail Pro Administrators Sales gt Queued It is important to note that unconnected results in Queued and Still Queued call flows will return the caller to the queue rather than disconnect them An attempt to return the caller using a Transfer or similar action places the caller at the back of the queue as a new call e Do not use customized start point call flows for Queued and Still Queued if the Synchronize Calls option is enabled for the hunt group in the IP Office configuration In such a case the only option that Voicemail Pro supports is the playing of prompts To customize announcement 1 for a specific group 1 In the Start Points Navigation pane select Ea If necessary add a Oueued start point 75 for the reguired group 2 Select the group s Oueued start point 3 Add the required actions to the call flow and link them To just play a message use a Generic action e Do not use customized start point call flows for Oueued and Still Oueued if the Synchronize Calls option is enabled for the hunt group in the IP Office configuration In such a case the only option that Voicemail Pro supports is the playing of prompts 4 Double on the actions added and on the Entry Prompts tab add the prompts required using the Wave Editor 934 5 Click OK to save the changes 6 Click am
179. Text To Speech 111 177 330 357 362 Textphone 264 265 TIME 319 Time Check 241 TimeCheck 240 241 Timeout Complete Sequence 98 timeout As Long 311 TimeQueued 80 221 TimeSystem 80 221 Title 24 326 330 332 Title Bar 24 TOC 186 292 Token Name 91 271 Touch 88 95 115 243 348 353 Touch Tones 88 243 348 353 Entering 115 Menu 95 Transfer 74 115 139 219 233 238 255 Transfer Action 74 88 134 135 243 261 Transfer action transfers caller 134 Trusted Location 196 Creating 200 Trusted Source 232 242 TTS 80 111 319 324 357 employing 355 license 362 TTY 13 264 default 265 see 263 set 265 setting 264 use 264 TTY Device 263 264 265 TTY Maintenance Patch 265 turn outcalling 375 turn outcalling off 375 turn outcalling on 375 Turn voicemail 202 239 Page 408 15 601063 Issue 10c 09 December 2014 Turn voicemail ringback 202 txt file 51 type matching 375 Typical 338 U UK English 390 Un check Voicemail On 262 undelete 375 Under Specific Start Points 232 Unit Name IP Address 20 United States 202 UnPark Call use 343 Up Callback Setting 232 Up Text To Speech Setting 362 Upgrade 34 362 US 269 375 Voicemail Pro US English 269 Voicemail Pro 375 US English Intuity Prompts 375 User SMTP 178 285 user attempting 242 User Defined Fax Number 352 User Defined Variable menu 158 User Defined Variables 50 83 User Locale 202 264 265 267 268 Changing 264 User Name Recordings 334 user presses 251
180. This option is shown for the Copy and Length operations The values set which part of the input variable should be used for the result The options To First Occurrence of From First Occurrence of To Last Occurrence of and From Last Occurrence of are used with the Char String field specifying the occurrence to match If no match occurs then the full string is used the same as if From is set to All e Char String This option is shown for the Copy and Length operations It sets the character or character string match that should be used as the start or end point for the operation Administering Avaya IP Office Platform Voicemail Pro Page 109 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 6 5 1 11 Set Interdigit Delay This Generic command adjusts the delay between dialing of the digits in a number General Entry Prompts Specific Reporting Results Select Generic command v Select Generic command Set Interdigit Delay v Timeout seconds 1 a e Select Generic command Set Interdigit Delay e Timeout Seconds Enter the call variable 804 on which the action should be performed Administering Avaya IP Office Platform Voicemail Pro Page 110 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Basic Actions 6 5 2 Speak Text The Speak Text action speaks any specified text to the caller To use Speak Text action you require TTS Text to Spe
181. Time Method This method is used to obtain the date and time the message was left within a mailbox Method Voice MessageTime mailbox message Parameters e mailbox String The mailbox to which the message belongs e message The message to query Return Value The time the message was left in the format YEAR MONTH DAY HOUR MINUTE For example 2003 09 23 13 26 String 11 1 2 32 PlayDigits Method This method is used to play the digits specified through voicemail to the active connection M wait interruptables dlgid Parameters e digits String This contains the digits to be played For example 12345 plays one two three four five wait Boolean This optional parameter specifies whether voicemail should return immediately 0 or wait until the wave file has been played first 1 interruptables String Default Any This is for future development digid Long Default 0 The connection for the voicemail session Return Value The key press that was used to terminate the playback String Example Sub Main dlgid dim registration Set Voice CreateObject vmprov5 voicescript registration Voice Register dlgid if registration Then dim key key Voice PlayDigits 12345 end if End Sub Administering Avaya IP Office Platform Voicemail Pro Page 317 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 11 1 2 33 PlayLocaleWav Method This method is used to play a
182. Toll Fraud and you need technical assistance or support call Technical Service Center Toll Fraud Intervention Hotline at 1 800 643 2353 for the United States and Canada For additional support telephone numbers see the Avaya Support website http support avaya com Suspected security vulnerabilities with Avaya products should be reported to Avaya by sending mail to securityalerts avaya com Trademarks The trademarks logos and service marks Marks displayed in this site the Documentation and Product s provided by Avaya are the registered or unregistered Marks of Avaya its affiliates or other third parties Users are not permitted to use such Marks without prior written consent from Avaya or such third party which may own the Mark Nothing contained in this site the Documentation and Product s should be construed as granting by implication estoppel or otherwise any license or right in and to the Marks without the express written permission of Avaya or the applicable third party Avaya is a registered trademark of Avaya Inc All non Avaya trademarks are the property of their respective owners Linux is the registered trademark of Linus Torvalds in the U S and other countries Administering Avaya IP Office Platform Voicemail Pro Page 3 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Downloading Documentation For the most current versions of Documentation see the Avaya Support website http support avaya co
183. Unified Communications Module Select Networked Yoicemail System J x IP Address Version Type TECHPUBSERVER 192 168 0 203 6 1 0 4 VmPro e To log in automatically to the selected Voicemail Pro server when you launch Voicemail Pro client next time select the Remember Me check box 3 If connected to a remote server the following window opens up If you select Download any call flow currently loaded in the client is overwritten For more details see Callflow Download 22 gt Confirm Callflow Download The callflow on the client is different to the callflow on 192 168 0 203 Would you like to download the callflow from 192 168 0 203 Cancel He 4 1f this is the first time that the Voicemail Pro server has been logged into you should first change the default remote access account e If you logged in remotely using the default account select File Change Password e If you logged in locally select Voicemail Pro Administrators in the navigation panel Administering Avaya IP Office Platform Voicemail Pro Page 21 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 2 2 1 Confirm Call Flow Download Window When you connect to a server across a LAN or WAN to view or modify the call flow on the server a check is made to see if the call flow that is stored locally on the client is the same The call flow on the server might be different to the call flow on the client because e The local call f
184. Use this option to specify a user specific time profile for outcalling e Enabled During Peak Time Use outcalling during the peak time period defined on the Voicemail Pro server e Enabled During Prime Time Use outcalling during the prime time 228 period defined on the Voicemail Pro server e Retry Times e System Use the default retry settings configured on the Voicemail Pro server e Personalized Use the options below to configure user specific retry settings e Number of Retries Up to 10 retries can be specified e Retry Intervals These values set the interval between one notification attempt and the next not including the actual outcalling ringing time for the outcalling destination The first 5 retries can be given varying intervals between 0 and 60 minutes To change a value click on it and enter the new value When more than 5 retries are selected the default value is used for all retries after the fifth retry Administering Avaya IP Office Platform Voicemail Pro Page 43 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 e Escalation List An escalation list can be used as the destination for an outcalling attempt The list can contain up to 9 entries selected from the user s account settings The same number can be used more than once if required For each number in the list you can set how long it should be rung and also the delay before trying the next number in the escalation list If multiple retries have
185. Value 50 2 Text Optional Hello lai controls the volume of the voice If no text is specified then it applies to all subsequent The Value is between zero and one hundred One hundred represents the default volume of a voice Lower values represent percentages of this default That is 50 will correspond to 50 of full volume Change Absolute Speed This option controls the rate at which the voice is played The example below would be added as lt rate absspeed 10 gt Hello lt rate gt If the text is empty the change will apply to all subsequent text otherwise it only applies to that text Speak Options Option Change Absolute Speed x Value 10 B Text Optional Hello This controls the absolute speed rate of the voice If no text is specified then it applies to all subsequent text The Value is between negative ten and ten This specifies the absolute rate at which the voice is played Zero represents the default rate of a voice with positive values being faster and negative values being slower Change Relative Speed This option controls the rate at which the voice is played The example below would be added as lt rate speed 5 gt Hello lt rate gt If the text is empty the change will apply to all subsequent text otherwise it only applies to that text a Speak Options S Option Change Relative Speed v Value 5 Text Optional Hello This controls the relative speed rate
186. a telephone splitter are connected to an analog extension port POT on the IP Office system During calls the TTY can be used to display and send TTY messages The analog telephone can be used to send dialing digits and provide a speech path during calls Administering Avaya IP Office Platform Voicemail Pro Page 263 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 9 4 1 Installing Voicemail Pro TTY Prompts You can select TTY prompts from the list of language options when you install Voicemail Pro When the prompts have been installed the user settings must be configured so that the IP Office recognizes the TTY device There are two ways to configure a user so that they can use a TTY device with Voicemail Pro 1 The simplest method is to change the user locale in IP Office Manager This method requires no customization of a user s mailbox See Changing User Locale 26h or refer to the IP Office Manager help or User Guide 2 An alternative to changing the user locale to TTY is to change the language setting in the Voicemail Pro call flows for the user who needs TTY prompts See Changing the Language Setting for a Text Phone 265 9 4 2 Changing User Locale The locale setting tty is not actually recognized by IP Office Manager Therefore all aspects of a user s telephony operation on the IP Office will default to the system s locale setting System gt System gt Locale However the user locale setting is transferred to
187. abase However they can be downloaded from ContactStore if the file needs to be verified Administering Avaya IP Office Platform Voicemail Pro Page 250 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Administration Recording Calls 9 2 4 Manual Call Recording There are several ways to start manually recording a telephone call SoftConsole The SoftConsole operator can manually record all or part of a current telephone call e Press the eb button on the toolbar The button acts as a toggle Press the button again to stop recording e Select Actions gt Record Call This action toggles and so is also used to stop recording e Press F5 to start recording Press F5 again to stop the recording 4400 Series Telephones in the 4400 Series with a Menu key can manually trigger call recording by e Press Menu as Menu TE Func Recor Using DSS Keys The call record function can be programmed against a DSS key When a DSS key has been programmed it can be pressed during a call to record the conversation To set a DSS key for manual recording 1 Open IP Office Manager and load the configuration from IP Office 2 In the Navigation pane click i User and select the individual user 3 Select the Button Programming tab 4 Select the required DSS key and click Edit 5 Click gt browse for the Action The Button Programming window opens 6 Select Advanced Call Call Record Click OK 7 In the Action Data fiel
188. according to the variables value Unless otherwise stated call variables are session based This means that the variable values are specific to a particular call within Voicemail Pro and does not persist between calls including calls transferred from the Voicemail Pro which then return Also unless otherwise stated the values are read only Variable Length The length of the value stored within a variable is limited The limit is 512 characters Available Call Variables Write Description The account code associated with the call lt M D z D Mr gt o o o Cc zZz o o U m Number of party who answered the call Name of the party who answered the call The call date UTC The call time UTC The called number A FA A FT FT wnn ool O Oa gt gt 2 PI Z l Bl EIEII SIS 03955 4 7 2 6 6 lt lt m gt m The name if available of the called party bid o gt pz m 0 N o mT i v m The called parties time zone offset The callers time zone offset Contains a unique call ID assigned to the call This is not the same call ID as shown in IP Office SMDR records Holds the CLI of the caller if available to the IP Office The name if available of the caller The voicemail server provides counter variable COUNTER1 to COUNTER15 These can be used in the same way as other call variables They can also be manipulated using Generic 9 actio
189. action does not have any results that can be connected to a following action Instead the caller is aed returned to the start point of the call entry into the voicemail For an example of the action being used in a call flow see Using a Personal Options Menu Action 23 6 5 7 Module Return The Module Return action is used within modules only It creates a connection point from the module to subseguent actions within any call flow that uses the module A module can use several Module Return actions Settings 1 Click the i Basic Actions icon and select 4 Module Return 2 The action has no properties Results A Module Return This action does not have any results that can be connected to a following action Instead it appears as a result in the module icon when the module is inserted into another call flow For examples see Changing the Language of System Prompts 264 and User Defined Variables 834 Administering Avaya IP Office Platform Voicemail Pro Page 118 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 6 6 Mailbox Actions al Mailbox Actions These actions relate to the leaving and collecting of messages from a mailbox kp Get Mail Action 120 Collect messages from a mailbox e ee Leave Mail Action 12 gt Leave a message in a mailbox pn iad e__ Listen Action 125 Record to a mailbox a Voice Question Action 124 Record responses to a series of prompts a
190. against which the values are checked for a match e Does the Variable match any of the following numbers The area below lists the numbers against which the selected variable will be selected for a possible match If the variable matched multiple numbers in the list the routing for the match nearest the top of the list is used e P Add a new number to the list of numbers Some examples are listed in the results section below e Numbers can include a wildcard to represent any single digit with multiple s to represent a matching number of digits e Numbers can include a wildcard to match any digits including multiple digits ee Edit an existing selected number e XX Delete an existing selected number tt Move the position of the currently highlighted string Results This action has a separate result for each number string entered on the action s Specific tab plus a No Match result Examples are E 5 3 Variable Routing 01707364725 will only match that number exactly NoMatch e 01707 will match any number beginning with 01707 01707384725 e 4625 will match any number ending in 4625 lazo e 4329 any number containing 4329 4B25 e 01707 will match any 11 digit number beginning with 01707 4329 e 4625 will match any 11 digit number ending in 4625 017077 e 227 will match any number with 7 as the third digit mr Administering Avaya IP Office Platform Voicemail Pro Page 132 IP Of
191. ail Pro server lii Speak Text Action 11h Enter text and then play it to the caller Requires TTS to be installed and licensed er am Menu Action 115 Branch the call flow according to the telephone button presses made by the caller MP Goto Action MA Go to another start point Ge Disconnect Action 11 Disconnect the call oh Home Action 118 Return to the start point e Module Return Action M Return to the start of a module 6 5 1 Generic eA The Generic action can be used to play a prompt to the caller It can also be used to enter custom commands for the Voicemail Pro server The maximum length for the string is 128 characters You can enter the Voicemail Pro generic commands either as traditional free format text strings such as SAVE KEY or through using a series of data fields to set the parameters for the required string The types of generic command are e Arithmetic Evaluation 10 Perform a mathematic operation on existing variables and save the result as a call variable 80 e Change Caller s Priority 10h Change the priority of a call before it is presented to a hunt group e Change User or Group Configuration 102 Get or change the current status of a range of user and hunt group settings e Clear Counter 10 Return one of the COUNTER variables to 0 e Counter Decrement i04 Decrement one of the 15 COUNTER variables e Counter Increment 105 Increment one of the 15
192. ail session Return Value A Boolean variable indicating whether the specified voicemail session is still active Boolean Example sub Main dlgid dim registration Set Voice CreateObject vmprov5 voicescript registration Voice Register dlgid if registration Then do something end if End Sub 11 1 2 38 SetLocale Method This method is used to set the LOC session variable Method Voice SetLocale locale dlgid Parameters e locale String The new value for the LOC variable e digid Long Default 0 The connection for the voicemail session Return Value This method does not return a value 11 1 2 39 SetMailboxMessage Method This method is used to change the status of a message within a mailbox Method Voice SetMailboxMessage mailbox message msgtype Parameters e mailbox String The mailbox to which the message belongs e message String The message to modify The message name format should be Accounts mailbox message For example Accounts Extn247 MSG00004 e msgtype String The type for the message s N for new O for old and S for saved Return Value This method does not return a value 11 1 2 40 SetRegister Method This method is used to store a string in one of the sixteen session data variables CPO to CP15 Method Voice SetRegister regnum data dlgid Parameters e regnum Long Data register to use for storage 0 15 e data String The data to
193. ailbox However message waiting indication for another user s mailbox can be configured Depending on the type of telephone or IP Office application they are using users who receive other user message waiting indication can choose any of the following methods to collect messages Note that if not configured as a trusted source 200 for that other user s mailbox the user will have to enter the mailbox password for that mailbox when accessing it e Visual Voice On telephone that support Visual Voice the user name is shown along with the number of new messages Press the display button to access the user mailbox e one X Portal for IP Office If the one X Portal for IP Office application is used the other user name and number of new messages is displayed in the Messages gadget Use the Messages gadget to access the group mailbox To configure other user message waiting indication 1 Use IP Office Manager to receive the configuration of the IP Office system 2 Click User and select the individual user 3 View the Source Numbers tab 4 Click Add In the Source Number field enter U followed by the user name or extension 5 Click OK 6 Click al to merge the configuration change back to the IP Office Administering Avaya IP Office Platform Voicemail Pro Page 194 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Mailbox Access and Configuration Message Waiting Indication 8 1 2 Hunt Group MWI By default no messa
194. ailbox housekeeping See the deleted message description above e Change password Use this option to change your voicemail mailbox code Administering Avaya IP Office Platform Voicemail Pro Page 208 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Mailbox Access and Configuration Mailbox Access Methods Playing Messages To play a message just click on it The message menu is displayed The appearance of this will vary depending on whether you select playback via the default media player on your computer or through an extension on the telephone system Voice Message x From To Message Brad Trower 4337 Mark Gallagher 2 3 Play on Extension v 4311 From Message To Brad Trower 4337 Mark Gallagher 2 3 11 July 2008 14 07 44 ae Kerirst lt Previous Q Next Last Changing Settings You can click on Change Settings to access a number of options to customize your UMS web voicemail Change Settings x gt User name Mark Gallagher Current password New password New password again wv Number of messages per page 5 Hide To column Apply changes Administering Avaya IP Office Platform Voicemail Pro Page 209 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 8 4 7 UMS IMAP Most e mail clients that support IMAP display IMAP messages in a separate folder The contents of that folder are synchron
195. al 9 Entry Prompts 925 Reporting 95 gt and Results 974 tabs are standard tabs available to all actions 3 For Menu actions the Specific tab is replaced with the Touch Tones tab General Entry Prompts Touch Tones Reporting Results iP 2 lt J v VEH oO WOOHOO amp WH Tt e 0 9 Use the dialing digits check boxes to indicate the DTMF tones for which connections are required e P Add The 4 icon assists you to add custom sequences of dialing digits In addition to the standard dialing digits O to 9 the following special digits can be used If a sequence is added check the associated box before you click OK The sequence must be unique For example if 5 is selected no other sequence that begins with 5 can be used e Any Digit The character can be used to represent any digit except and For example 123 can be used for any six digit string starting with 123 See Example Call Flow SelfSelect Module 2431 e Any Sequence of Digits The character can be used to match any sequence of digits for which there is no other match Key press entry is ended either by the caller pressing or 5 seconds after the last digit dialed e F For Fax Calls The F letter can be used to automatically detect any incoming fax calls Once detected the calls can be routed to another number See Routing Fax Calls Using a Menu Action 353 e X Delete Use this icon to delete the
196. al backup and or distributed servers the first entry is used and will match the domain set above e For subsequent entries It will be the address of the e mail server that will handle e mails for recipients other than another Voicemail Pro server on the network e Port Number This is the port number on the SMTP server to which the messages are sent Port number for an external SMTP server can be different depending on whether you want to send the messages in secure mode or non secure mode e Sender Identifier Note that some servers will only accept e mails from a specific sender or sender domain If left blank the Voicemail Pro server will insert a sender using either the e mail address set for the voicemail mailbox user if set or otherwise using the best matching name it can resolve from the IP Office e Server Requires Authentication This check box indicates whether the connection to send SMTP messages to the mail server requires authentication with that server The authentication will typically be to the name and password of a mailbox account configured on that server e Account Name Sets the name to use for authentication Administering Avaya IP Office Platform Voicemail Pro Page 286 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Using Web Management Configuring Server Preferences e Password Set the password to use for authentication e User Challenge Response Authentication Cram MD5 If this check b
197. alling notification attempt is not answered the Voicemail Pro server can make another attempt The number of retries up to 10 and the delay after a failed notification attempt can use either system default or the users own defined settings Destinations The mailbox user can define up to 5 destination numbers to be used with outcalling The destinations must include any external dialing prefixes required for the IP Office system For each destination a ring time can also be defined default 15 seconds after which the Voicemail Pro server disconnects the call e Desk e Home e Mobile e Delegate called Secretary in some locales e Other Escalation List The user can choose to use an escalation list which combines several of their destinations into a sequence that will be tried as part of a single outcalling notification attempt Up to 9 destinations can be included in the list and the same destination can be used more than once Use of the escalation list counts as a single outcalling notification attempt Configuration Methods e System Settings The voicemail server can be configured with a set of default times for when outcalling is used the number of retries for outcalling notification and the interval after a failed notification attempt before the next retry This is done through the system preferences using the Voicemail Pro client 1881 or web management 292 In addition through the IP Office system the system wide use of outca
198. alls of different priorities if you are using Voicemail Pro to announce the queue estimate time to answer ETA and the queue position to callers since those values will no longer be accurate when a higher priority call is placed into the queue Note that in such a situation Voicemail Pro will not increase a value already announced to a caller e Notify caller of transfer to target If enabled the caller is notified of a call transfer If a recorded name for the destination is available the message Transferring to followed by the associated mailbox name of the destination is played to the caller else the message Please wait you are being transferred is played This follows any prompts selected in the Entry Prompts list above Results A Transfer action has no results Administering Avaya IP Office Platform Voicemail Pro Page 134 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Telephony Actions 6 8 5 Whisper W The Whisper action plays a recording made by the caller to a transfer target while the caller is on hold While listening to the recording and prompts the transfer target can either accept the call by pressing 1 or reject the call by pressing any other key or hanging up The caller recording is obtained by a Voice Question or Listen action preceding the Whisper action The Whisper action also sets several text items for display on the transfer target extension and for prompts to be played
199. alue for the VAR variable e digid Long Default 0 The connection for the voicemail session Return Value This method does not return a value Administering Avaya IP Office Platform Voicemail Pro Page 323 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 11 1 2 45 Speak Method This method is used to speak out the specified speech provided TTS has been licensed Method oiee speak cese wait interruptables dlgid Parameters e text String This contains the text to be spoken wait Boolean This optional parameter specifies whether voicemail should return immediately 0 or wait until the wave file has been played first 1 interruptables String Default Any This is for future development digid Long Default 0 The connection for the voicemail session Return Value The key press that was used to terminate the playback String 11 1 2 46 Stop Method This method can be used to stop any current play back O Parameters The connection for the voicemail session Return Value This method does not return a value Administering Avaya IP Office Platform Voicemail Pro Page 324 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Voicemail Pro Examples Using VB Script 11 2 Database Connection Voicemail Pro call flows can interact read and write data with almost any Windows database that supports ODBC Open Database Connectivity and SQL Structured Query L
200. an Yes e Possible system prompts List of all prompt languages that could be installed on the system e Installed on the Server Displays if the prompts for a particular language are installed on the server Results This action has the following result which can be connected to a further action e Next Route the call to a following action in the call flow This connection can be followed even after the caller has hung up if the Start 98 action option Complete seguence has been selected Administering Avaya IP Office Platform Voicemail Pro Page 130 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Configuration Actions 6 8 Telephony Actions g Telephony Actions These actions relate to telephony functions such as call transfers a Variable Routing Action 132 Route on a match to a variable such as the caller s CLI at e Route Incoming Call Action 13 Route a call depending on whether the call is internal or external e 3 Route by Call Status 133 Calls route is determined by why the reason the call was routed to voicemail Transfer Action 13A A blind transfer Whisper Action 3 Screened transfer Ez Call List Action 13A Transfer to a user selected choice B Dial by Name Action 13 Select user group by keypad letters Ta Assisted Transfer Action 133 A transfer with assistance for callers S Alphanumeric Collection Action 14
201. an e mail or voice mail account in the name of a person or corporate function or a directory entry in the administrative database utilized by the Software that permits one user to interface with the Software Shrinkwrap License SR You may install and use the Software in accordance with the terms and conditions of the applicable license agreements such as shrinkwrap or clickthrough license accompanying or applicable to the Software Shrinkwrap License Heritage Nortel Software Heritage Nortel Software means the software that was acquired by Avaya as part of its purchase of the Nortel Enterprise Solutions Business in December 2009 The Heritage Nortel Software currently available for license from Avaya is the software contained within the list of Heritage Nortel Products located at http support avaya com Licenselnfo under the link Heritage Nortel Products For Heritage Nortel Software Avaya grants Customer a license to use Heritage Nortel Software provided hereunder solely to the extent of the authorized activation or authorized usage level solely for the purpose specified in the Documentation and solely as embedded in for execution on or in the event the applicable Documentation permits installation on non Avaya equipment for communication with Avaya equipment Charges for Heritage Nortel Software may be based on extent of activation or use authorized as specified in an order or invoice Copyright Except where
202. and v Select Generic command Counter Increment v Select Counter 1 io e Select Generic command Counter Increment e Select Counter Enter 1 to 15 to select COUNTER1 to COUNTER15 respectively Free Format Equivalent This action creates a free format command 10 amp such as INCCOUNTER COUNTER1 In this example incrementing the value of COUNTER1 6 5 1 7 Generic Free Format Command This Generic command assists you in the direct entry of generic commands If the action has been previously used to setup using a specific type of generic command the resulting free format text string for that command is shown and can be edited if required General Entry Prompts Specific Reporting Results Generic free format command v Generic free format command Details for many free format commands are included in the sections on other Generic action commands In addition the following commands can be used e Save a Value Save lt value gt This generic command can be used to replace the value of the call variable SAV with a specified value For example Save KEY or Save 1234 e Forward a Message FWD lt ext1 gt lt ext2 gt This option can be used with a generic action that is proceeded by an action that records a message such as a Voice Question or Edit Play List action It then forwards the message to another mailbox or mailboxes Each extension number should be followed by a p
203. anguage format e These features are not supported on a Linux based Voicemail Pro server e For IP Office Release 9 1 use of database actions no longer requires the IP Office system to have an Advanced Edition license The B Database Actions that can be used in a call flow are KULIA 5 Database Open Opens the required database including any permissions and security options Ei Database Execute Defines a SOL guery to either read matching records from the database or to write data to the database Up to 6 fields can be defined to be returned in matching database records Ey Database Get Data Selects the current record from the matches returned by the preceding Database Execute action The record fields are then placed into Voicemail Pro variables DBD 0 to DBD 5 Use the Database Get Data to select the first next previous or last record El Database Close Closes the database connection This also occurs automatically if the caller disconnects Administering Avaya IP Office Platform Voicemail Pro Page 325 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 11 2 1 Example Database Scenario In this call flow example an auto attendant has been created to assist callers to order books The book details are held within a Microsoft Access database Callers will be able to enter either the ISBN or the Author s name The title and cost of the item will be looked up and displayed to assist the caller in making a
204. atabase Open e Database Execute e Database Get Data e Database Close e VBScript For Small Community Network scenarios where multiple Voicemail Pro servers are present for example distributed and backup server a mix of Linux based and Windows based servers are supported Administering Avaya IP Office Platform Voicemail Pro Page 14 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Voicemail Pro Administration Linux Server Support 1 4 1 UC Module Voicemail Pro A Linux based Voicemail Pro server is pre installed on Unified Communications Module However the following behaviors of a Voicemail Pro server installed on Unified Communications Module are different from a standard Linux based Voicemail Pro server Supported Languages Only the English US and English UK languages are supported for Text to Speech TTS Accessing Voicemail Pro Server To access the Voicemail Pro server running on Unified Communications Module use the IP address or the DNS name of the IP Office control unit that hosts Unified Communications Module Backup and Restore Settings Backup files can be saved on a USB storage The available file paths for the USB storage are media sdb1 and media sdc1 As the storage space available on UC Module SSD is limited and primarily required for saving call recordings use a USB storage for the backups Default Debug Level The default general system preference for the Debug Level is Critical Number of S
205. atabase utilized by the Software that permits one user to interface with the Software Units may be linked to a specific identified Server Database License DL End User may install and use each copy of the Software on one Server or on multiple Servers provided that each of the Servers on which the Software is installed communicates with no more than a single instance of the same database CPU License CP End User may install and use each copy of the Software on a number of Servers up to the number indicated in the order provided that the performance capacity of the Server s does not exceed the performance capacity specified for the Software End User may not reinstall or operate the Software on Server s with a larger performance capacity without Avaya s prior consent and payment of an upgrade fee Administering Avaya IP Office Platform Voicemail Pro Page 2 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Named User License NU You may i install and use the Software on a single Designated Processor or Server per authorized Named User defined below or ii install and use the Software on a Server so long as only authorized Named Users access and use the Software Named User means a user or device that has been expressly authorized by Avaya to access and use the Software At Avaya s sole discretion a Named User may be without limitation designated by name corporate function e g webmaster or helpdesk
206. ated on the SMTP Receiver 18 tab e Messaging Between Voicemail Servers For messaging between Voicemail Pro servers the first entry in the SMTP Sender list must be the one configured and used Each server uses the SMTP server service on the same server computer as the voicemail service For example a Windows based server uses the SMTP e mail provided by the IIS on the same server The voicemail service also uses the domain set to filter incoming SMTP mails received by the SMTP server For this to work the domain entered should be the fully qualified name of the server on which the Voicemail Pro server is running for example vmpro1 example com Any incoming messages where the recipient mail domain is not exactly the same as the specified domain are ignored The recipient can either by vmsyncmaster vmsyncslave or the name or extension of a mailbox on the Voicemail Pro server for example Extn201 vmprocentral example com or 201 vmprocentral example com e For subsequent entries The domain specifies that these settings should be used for e mails sent to the matching domain The entry must be a fully qualified name resolvable by DNS or an IP address e Server This specifies the IP address or fully qualified domain name of the SMTP server to which messages are sent Voicemail Pro supports SMTP communication over both SSL TLS and plain text e For the first server entry in the list Where messaging between Voicemail Pro servers is being used centr
207. ax number has been specified Voicemail Pro checks to determine whether the target destination is a user defined fax number If it is the system fax number is overridden and the incoming call is redirected to the user defined fax number If no user defined fax number has been set the fax is sent to the system fax number When a system fax number is set any fax calls that are received in user or hunt group mailboxes are directed to this number This applies to both IP Office and Intuity Mailboxes See Setting the Voicemail Pro System Fax Number 35 Intuity mailbox owners have options available through their telephone handset so that they can forward a fax to a preferred fax machine or send a fax to a printer Intuity mailbox owners can find out how to set a mailbox fax number in the IP Office Intuity Mailbox User Guide If a fax system such as a C3000 requires prefix addressing the system fax number is not used Instead a prefix is specified so that a fax message can be identified and forwarded to the extension number of the intended recipient For example if a prefix of 54 is being used a fax message for extension 201 would have the prefix of 54 automatically added so that the complete number would become 54201 The fax server then removes the system prefix and uses the extension number to determine the target destination for the fax See Setting the Voicemail Pro System Fax Number 356 e Fax calls can be redirected using a call flow Me
208. aya IP Office Platform Voicemail Pro Page 245 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 9 2 1 Call Recording Warning In many locations it is a local or national requirement to warn those involved in a call that they are being recorded One method for doing this is to enable the Advice of Call Recording AOCR message provided by the Voicemail Pro server e The advice of recording will always be played if the Advice of Call Recording message is enabled e A caller may not hear an advice of recording announcement when the call is using analogue trunks Analogue trunks do not support call status signaling so the advice of recording announcement is played as soon as the trunk is seized even if the call is ringing and has not been answered e The Play Advice on Call Recording option is on by default The Advice of Call Recording Message This message is provided in the file aor_00 wav For each language installed on the Voicemail Pro server a copy is located in the sub folders of c Program Files Avaya IP Office Voicemail Server WAVS To switch the recording warning on or off 1 From the Voicemail Pro Client click rJ or select Administration gt Preferences gt General 2 Click Play Advice on Call Recording to switch this option on checked or off unchecked 3 Click OK 4 Click Save amp Make Live To hide the auto record indication In addition to the audible advice of call recording prom
209. be ordered Third Party Components Third Party Components mean certain software programs or portions thereof included in the Software that may contain software including open source software distributed under third party agreements Third Party Components which contain terms regarding the rights to use certain portions of the Software Third Party Terms Information regarding distributed Linux OS source code for those Products that have distributed Linux OS source code and identifying the copyright holders of the Third Party Components and the Third Party Terms that apply is available in the Documentation or on Avaya s website at http support avaya com Copyright You agree to the Third Party Terms for any such Third Party Components Note to Service Provider The Product may use Third Party Components that have Third Party Terms that do not allow hosting and may need to be independently licensed for such purpose Preventing Toll Fraud Toll Fraud is the unauthorized use of your telecommunications system by an unauthorized party for example a person who is not a corporate employee agent subcontractor or is not working on your company s behalf Be aware that there can be a risk of Toll Fraud associated with your system and that if Toll Fraud occurs it can result in substantial additional charges for your telecommunications services Avaya Toll Fraud intervention If you suspect that you are being victimized by
210. ber 2014 Using the Voicemail Pro Client The Main Voicemail Pro Window 2 4 Logging Out It can be useful to connect to a system to download the current system configuration and then disconnect and make changes offline You can then test configuration changes offline before applying them to a live system To log out 1 From the File menu select Log Out 2 You are logged out of the Voicemail Pro server and placed in offline mode You can either make configuration changes offline and then log back in when you are ready or log on to a different server to work See Logging in to the Voicemail Pro Server 20 gt Note Logging out is not the same as closing down with the Exit option See Closing Down 364 2 5 Voicemail Shutdown or Suspend You can request that the Voicemail Pro server either shuts down or is suspended e Suspend The IP Office will stop sending calls to the Voicemail Pro server until it receives an instruction to resume voicemail or until the Voicemail Pro server is restarted e Shut Down The IP Office will stop sending calls to the Voicemail Pro server until the voicemail services are restarted or until the Voicemail Pro server is restarted e If a shut down is selected the Voicemail Pro server will wait for all calls to cease before it shuts down To do this it will first send a request to the IP Office hosting it requesting that the IP Office stops sending any new calls to voicemail Once all current calls have end
211. ble action is accessed by a user dialing a short code if the user hangs up too quickly the variable may not be set Having a following action with a confirmation message encourages users not to hang up too quickly e Use the Complete sequence option in the Start action so that the variable is set even if the caller hangs up prior to hearing any confirmation Administering Avaya IP Office Platform Voicemail Pro Page 158 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Condition Actions 6 10 3 Test User Variable A The Test User Variable action has true and false connections that are followed according to whether the selected user variables 8 current value matches a particular value The Set User Variable action can be used in other calls to set the value of the variable For an example of the action in a call flow see User Defined Variables 871 Settings z a 1 Click the amp Conditions Actions icon and select Test User Variable 2 The General 9 Entry Prompts 925 Reporting 95 gt and Results 974 tabs are standard tabs available to all actions 3 In the Specific tab complete the fields with relevant details General Entry Prompts Specific Reporting Results Which user defined variable does this action test This action will return TRUE if the following variable SnowDay vi matches the value below KEY E e This action will return TRUE if the fol
212. ce Platform Voicemail Pro Page 270 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Administration Mobile Twinning 9 6 1 Example Call Flow This example creates a Voicemail Pro module that a user can use to turn Mobile Twinning on or off They can also set their mobile number The example sets the mobile twinning for extension 203 Modules gt Mobile Twinning 4 Enable Mobile Twinning E Collect New Mobile Twinning No DTMF Data No DTMF Data To create the example call flow 1 Create a new module called Mobile Twinning 2 Add a menu action with the menu options 1 2 and 3 Add a prompt to tell the caller the options available 3 The option to turn mobile twinning on needs to be added Click the i Basic Actions icon and select eg Generic Change the token name to Enable Mobile Twinning Click the Specific tab Enter the command CFG Set 203 twinning_type Mobile Click OK 4 The option to turn mobile twinning off needs to be added Click the iy Basic Actions icon and select A Generic Change the token name to Disable Mobile Twinning Click the Specific tab Enter the command CFG Set 203 twinning_type Internal Click OK 5 The ability to enter the mobile number needs to be added Click the g Telephony Actions icon and select amp Alphanumeric Collection Change the token name to Collect New Mobile Twinning No Record an Entry Prom
213. ce 2 Click Applications and select File manager 3 Select the VMProCustomPrompts directory 4 Click on the upload icon 5 Enter the file name or use the Browse button to select the file 6 To add another file click on Add Files 7 When you have selected all the files required click OK 8 After uploading any new prompts click the Jasi Promtps icon 10 2 2 Copying a Prompt Using the file manager you can make a copy of an existing custom prompt To copy custom prompt files 1 Using a web browser log into the web management menus for the server hosting the voicemail service 2 Click Applications and select File manager 3 Select the VMProCustomPrompts directory 4 Select the checkbox next to the prompt or prompts that you want to copy 5 Click on the B Copy icon 6 Select the VMProCustomPrompts folder and click Copy 10 2 3 Renaming a Prompt Using the file manager you can rename an existing prompt file To rename a custom prompt file 1 Using a web browser log into the web management menus for the server hosting the voicemail service 2 Click Applications and select File manager 3 Select the VMProCustomPrompts directory 4 Click file you want to rename to select it 5 Click on the 7 Rename icon 6 Enter the new name and click OK 7 After uploading any new prompts click the Bg Lavy Prompts icon Administering Avaya IP Office Platform Voicemail Pro Page 297 IP Office Platform 9 1 15 601063 Is
214. ch Tones tab the Wait for a key press for option was set to 5 seconds This gives the action a Timeout result which can be used if the caller does nothing or does not have DTMF dialing e Our IP Office has extensions and groups numbered in the 200 to 299 range The touch tone sequence 2 was added to match any dialing in that range e In Entry Prompts a prompt was recorded along the line of Dial the number you want or wait for reception 3 A Transfer action was added In its properties on the Specific tab the Destination was set to Main the hunt group containing our receptionists 4 A connection was added from the Menu action s Timeout result to the Transfer action 5 An Assisted Transfer action was added In its properties on the Specific tab KEY was added in the Mailbox field 6 A connection from the Menu action s 2 result to the Assisted Transfer action was added 7 A Leave Mail action was then added In its properties on the Specific tab KEY was again added in the Mailbox field 8 The Assisted Transfer action s No Answer and Busy result was connected to the leave Mail action 9 Connections were then added from the Assisted Transfer action s Next result and the Leave Mail action s Success and Failure results back to the Menu action e The Success and Failure results in a Leave Mail action are only used if the caller presses O when in the mailbox 10 The call flow was then saved and made live Administering Avaya IP Of
215. ch prompts are not installed it looks for English US and finally English UK See Supported Languages 13 The language played to a caller can be changed during a call This is achieved using a Select System Prompt action See Changing the Language of System Prompts 268 Administering Avaya IP Office Platform Voicemail Pro Page 267 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 9 5 1 Changing the Language of System Prompts With the Z21 Select System Prompt action you can change the language that is used in a call flow from that of the IP Office system or the mailbox user s locale A step by step example that illustrates how to use the Select System Prompt action is provided here e The Select System Prompt action changes the default language prompts but not any custom prompts To change the custom prompts use the LOC variable in the path to the custom prompt files See Changing the Language of Custom Prompts 269 Example In a small hotel Voicemail Pro is providing mailboxes for rooms To assist the room users we want to start message collection by letting them indicate their preferred language for Voicemail Prompts 1 First a module for language selection was created Modules gt Language Select Start Point Next JU ua A English 333 Menu Spanish Canadian French a eG 4 EEN Nest The module c
216. cial call variable REG can be used to access the value of any user variable For example use the call variable REG UV1 to access the current value of a user variable called UV1 This allows user variables to be used in the same way as Call variables such as in a Test Variable action 5 2 3 Branching a Call Flow Using a Variable The Test User Variable 155 action is used in call flows to Example of Using a User Variable to Branch a Call Flow 1 Add a variable called Reception 2 Two start points need to be created one for indicating when the reception is open the other for when the reception is closed When completed the call flows will look similar to the examples shown e Create a start point called ReceptionOpen and connect it to a Set User Variable action The Set User Variable action is then configured to set the value of the user variable Reception to Open Record a prompt for the action such as Reception open Modules gt aa Start Point a t User Variable e Create a start point called ReceptionClosed and connect it to a Set User Variable action The Set User Variable action is then configured to set the value of the user variable Reception assigned to Closed Record a prompt for the action such as Reception closed Modules gt ReceptionClosed 3 Create matching short codes for the modules on the telephone system These allow the receptionist to simply set the reception to open or closed and hear a confirmation
217. ck OK when you have entered the customer prompts e Adjust the prompts as reguired Be Edit action Edit the currently highlighted campaign action e X Delete action Delete the currently highlighted campaign action tt Move action Move the position of an action in the sequence of campaign actions e Click Next 5 The Customer Menu 34 window is displayed e Select which options are available after the prompt is played e Click Next 6 The Campaign Identification 343 window is displayed e Enter the details on identifying the campaign e Click Next 7 Click Finish to update the campaign To delete a campaign 1 Press F7 or click a Campaign Editor 2 Select Delete an existing Campaign and click Next 3 Select the reguired campaign and click Next 4 Click Finish to delete the selected campaign Administering Avaya IP Office Platform Voicemail Pro Page 340 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Voicemail Pro Examples Campaigns 11 4 1 1 Customer Prompts The Customer Prompt window of the Campaign Wizard is used to set the sequence of questions that are played to callers and to record their responses e SF Add action To add a new campaign action click Add action The Please edit the Campaign action window opens Each campaign can include up to 21 guestions Fe Edit action Select the prompt or recording to edit then click Pedit action The Please edit the Campaign ac
218. crement and Test Counter 16 gt actions By default the initial value of a counter variable is 0 The formats COUNTERx or COUNTER x are both supported Settings ww 1 Click the amp Conditions Actions icon and select c i Increment and Test Counter 2 The General 9 Entry Prompts 925 Reporting 95 gt and Results 971 tabs are standard tabs available to all actions 3 The following controls are available on the Specific tab Select Counter l 1 I Value to test counter against SKEY Select Counter Select the COUNTER variable to increment and then test COUNTERI to COUNTER15 can be selected by entering 1 to 15 respectively e Value to test counter against This can be a number or another call variable 804 When the counter matches the value the True result connection is used otherwise the False result connection is used Results This action has the following results which can be connected to further actions e True This result connection is used if the counter value matches the test value e False This result connection is used if the counter value does not match the test value Administering Avaya IP Office Platform Voicemail Pro Page 162 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Condition Actions 6 10 6 Decrement and Test Counter Decrease the values of a COUNTER variable by 1 and then test whether its new value matches a target value The voice
219. ction e Some actions have two results for example True or False Each of these results represents a connection point for different following actions e Some actions have multiple results For example the Assisted Transfer action has results for Next No Answer and Busy Each of these results represents a connection point for different following actions e If a result occurs for which no connection to a following action has been set either the call is disconnected or if it came from a hunt group gueue it is transferred back to the gueue e Within modules all connections should end in another action or in a Module Return action To add a connection 1 Click the dicon 2 Click and drag the cursor from action s result that triggers the connection to the action that should follow the connection To delete a connection 1 Click the connection to delete It is displayed in red 2 Press Delete The connection is removed Alternatively either select Edit and then Delete or right click and then select Delete Administering Avaya IP Office Platform Voicemail Pro Page 87 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 6 2 Available Actions Once a start point has been added it can be linked to an action The available actions are divided into the following groups D start Point 72 This special action is present by in all call flows It is simply the start point for the call flow to which other actions can b
220. currently selected custom dialing sequence Administering Avaya IP Office Platform Voicemail Pro Page 115 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 e Invalid Input Handling The following options can be used if the caller does not dial or dials an invalid digit e No of Retries This option assists you to specify the number of retries a caller can make if they make an invalid entry or if the timeout occurs e Timeout If selected the Voicemail Pro will wait for the specified number of seconds for a valid digit In case of a timeout Voicemail Pro will either wait for a retry or if the No of Retries has been reach it will follow the Timeout result connection within the call flow e Invalid Entry If selected if the caller enters an invalid digit the Voicemail Pro will either wait for a retry or if the No of Retries has been reach it will follow the Timeout result connection within the call flow e Prompt You can associate a prompt with the Timeout and Invalid Entry options If a prompt is specified before a retry the Voicemail Pro will play that prompt Use the E to access the Wave Editor 9 Results The action can have the following results which can then be connected to further actions baa e Timeout CO aiai This result is used to connect to a following call flow action if the caller does not make an entry Timeout within the specified number of seconds on the last retry nvalid e This connection is follow
221. d For each number in the list you can set how long it should be rung and also the delay before trying the next number in the escalation list If multiple retries have been configured the full escalation list must be completed before the next retry begins Administering Avaya IP Office Platform Voicemail Pro Page 229 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 8 6 4 Personal Distribution Lists Intuity mode mailbox users can user personal distribution lists as the destination for voicemail messages they are sending or forwarding to other mailbox user This saves them having to enter the individual mailbox numbers each time Users can configure their distribution lists through the mailbox s telephone user menus Using Voicemail Pro you can view and edit each user s distribution lists Each user mailbox can have up to 20 distribution lists Each list can contain up to 360 mailboxes and can be set as either public or private Private lists can be used only by the mailbox user Public lists can be used by other mailbox users when they forward a message However public lists cannot be modified by other users To configure a user s distribution lists 1 Click on Users in the navigation pane A list of all the user mailboxes on the server is displayed in the details pane 2 Locate the user mailbox and right click on it Select the option Mailbox Administration 3 Select the Personal Distribution Lists tab Mailbox De
222. d NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed 08 07 2010 15 12 Offline NEVER ACCESSED Offline NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed Mrsern Aeeroorn iM ee Clear Mailbox Disable Mailbox D o o 29 Modules ceaeoooooomnoooo ceacooooo ooo 020o000000000000000o0o0o0oco BOGCOoooooooooooooo oo o o oi czcoooeooooeoooooco The parts of the Voicemail Pro Client window are e Title Bar 205 The title bar indicates the telephony interface that is being used namely IP Office or Intuity If you are working offline the title bar displays Offline If you are working online the name of the connected server is displayed e Toolbar 50 The toolbar across the top of the window provides access to the Voicemail Pro options via icons instead of the menus e Navigation Panel 38 The upper left Navigation pane contains an expandable collapsible list of customizable voicemail start points e Modules 76 The lower left Navigation pane contains a library of voicemail modules e Details Panel 38 The details pane shows information relating to the option selected in the left hand panel Administering Avaya IP Office Platform Voicemail Pro Page 24 IP Office Platform 9 1 15 601063 Issue 10c 09 Decem
223. d enter a description that will appear on the telephone display 8 Click OK 9 Click a to save the configuration file A call is recorded if the user presses the programmed DSS key during any call The caller will hear an announcement that the call is being recorded if the mandatory call recording warning is active See Call Recording Warning 246 Administering Avaya IP Office Platform Voicemail Pro Page 251 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Using Short Codes The short code feature Call Record can be used to trigger recording of calls into the user s designated mailbox The example short code 95 can be set up as a user short code or a system short code In either case it will trigger recording Field Contains 95 lineGroupid 0S To use the short code 1 During a call put the caller on hold 2 Dial the short code The call is automatically reconnected and recording begins Administering Avaya IP Office Platform Voicemail Pro Page 252 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Administration Recording Calls 9 2 4 1 Setting Manual Recording Options The IP Office Manager can be used to specify where recordings triggered by a user are placed To configure a user s recording options 1 Open IP Office Manager and load the configuration from IP Office 2 In the Navigation pane click i User and select the individual user 3 Select the Voice Recording tab
224. d ma me_00 meo me mus maus Administering Avaya IP Office Platform Voicemail Pro Page 392 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Appendix Prompts WAV File Non Intuity Prompt MNU 10 To play your old messages press1 To play your saved messages press 2 To edit your greeting press 3 To delete the current message press 4 To save the current message press 5 To change your access code press 04 For help at any time press 4 mo_01 mo_02 February mo_03 March mo_04 mo_05 May mo_06 mo_07 mo_08 mo_09 mo_10 mo_11 November mo_12 December Number no_00 wav Zero to Fifty nine no_59 wav TEN out_04 out_02 out 03 out_04 out_05 out_06 out_07 out_08 out_09 out_10 outb 01 outb 04 Press any key to accept g 0001 g_0002 g_0003 g_0004 For external calls press 2 g_0005 g_0006 g_0007 For no reply calls press 5 in 01 Enter your current access code after the tone in 02 Now enter your new access code after the tone in 03 Now repeat your new access code after the tone in 04 Your access code has now been changed in 05 E my oO lt o o o c rr o 9 ct y o o 3 Oo o c Eh To use this greeting for all calls press 1 To use this greeting for all calls press O For internal calls press 1 It has been possible to change your access code at this time WU in_07 FM HI ue_01 ue_02 ue 03 ue 04 Estima
225. d hold harmless Avaya Avaya s agents servants and employees against all claims lawsuits demands and judgments arising out of or in connection with subsequent modifications additions or deletions to this documentation to the extent made by End User Link disclaimer Avaya is not responsible for the contents or reliability of any linked websites referenced within this site or documentation provided by Avaya Avaya is not responsible for the accuracy of any information statement or content provided on these sites and does not necessarily endorse the products services or information described or offered within them Avaya does not guarantee that these links will work all the time and has no control over the availability of the linked pages Warranty Avaya provides a limited warranty on its hardware and Software Product s Refer to your sales agreement to establish the terms of the limited warranty In addition Avaya s standard warranty language as well as information regarding support for this Product while under warranty is available to Avaya customers and other parties through the Avaya Support website http support avaya com Please note that if you acguired the Product s from an authorized Avaya Channel Partner outside of the United States and Canada the warranty is provided to you by said Avaya Channel Partner and not by Avaya Software means computer programs in object code provided by Avaya or an Avaya Channel Partner wh
226. d in the section that describes the available actions This tab is shown for the Start action in calls flows However it should not be used as settings applied to the Start action are ignored and should instead be applied through the first other added to the call flow 6 3 4 Reporting The Reporting tab can provide information that is then used by other IP Office applications to report on calls that use a voicemail call flow Currently for IP Office Release 9 1 this tab is not used by any other IP Office application Poasgacevccvocsvevecsecsseey Flag the current call has been answered by Voice Mail Request to call back the current caller Send reporting information Reporting Description Flag the current call has If not selected the number of calls and the number of times trigger values are incremented been answered by Voice by calls that complete the action and are routed to a further action If selected the number of calls and the number of times triggered values are incremented by the number of calls that reach the action Request to call back the This field is not used current caller Send reporting If selected information can be associated with the call That information is used by the information reports that are run Group Name Sets the label for reporting i This field is not used Administering Avaya IP Office Platform Voicemail Pro Page 95 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014
227. d messages 2 Edit greeting 3 Listen to greeting 1 Delete current message 4 Record new greeting 2 Save current message 5 Save new greeting 3 Forwarding options 6 Save new greeting as loop 4 Repeat last message 7 Return to mailbox 6 Help 8 Skip current message 9 6 Forwarding Fast forward Rewind Forward to email 1 Call back sender internal Forward to extension s 2 Direct all to email 701 Foward to extension s with header Send email notification 02 message 3 Hunt Group Turn email use off 03 follow each extension number with and Change mailbox access code 04 then a final to finish entry Save message 4 Administering Avaya IP Office Platform Voicemail Pro Page 204 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Mailbox Access and Configuration Mailbox Access Methods 8 4 4 one X Portal for IP Office The one X Portal for IP Office application provides a number of features relevant to Voicemail Pro For details see Using one X Portal for IP Office 15 601131 e Messages gadget The 22 Messages gadget is available for all the users of one X Portal for IP Office who have an access to voicemail The 21 Messages gadget displays the voicemail messages in a mailbox and provides the controls for performing various operations on a voicemail message 22 Messages 99 new 100 256 3 M m amp Phone Q Enter name or number State From Time v Length a p
228. d prior to the upgrade to use UTC and the appropriate offset However this rule does not apply to the time stamp associated with campaign recorded prior to the upgrade Outcalling You can configure your mailbox such that when you receive a new message the system generates a call on a pre configured destination The destination can be your desk number or an external number telephone or mobile For detailed information on configuration see Setting the Outcalling System Preferences Administering Avaya IP Office Platform Voicemail Pro Page 279 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 The Voicemail Pro server checks the configured time spans against the local time of the user UTC local time offset When you receive a new message in your mailbox Voicemail Pro uses the local time which is the UTC time and the offset time of the user to compare with the configured outcalling time The comparison between the local time and the outcalling time determines the destination of the outcalling e Example In a setup where the IPO is in time zone 14 00 UTC 2 00 and Voicemail Pro server is in time zone 17 30 UTC 5 30 You are on IPO1 and have configured outcalling for a desk number during 13 00 to 15 00 When you receive a message at 14 00 UTC 2 00 IPO1 time Voicemail Pro server initiates the outcalling even if the time of the Voicemail Pro server is currently 17 30 UTC 5 30 and outside of the time span you have
229. dding data to a database e These features are not supported on a Linux based Voicemail Pro server e For IP Office Release 9 1 use of database actions no longer requires the IP Office system to have an Advanced Edition license KULIA Gr Database Open Action 16 Open a database Ei Database Execute Action 165 Perform an action on a database amp Database Get Data Action 166 Get information from a database Ek Database Close Action 16 Close a database ts Queue Actions These actions are associated with hunt group queues and are not available to user and short code start points The IP Office Manager option Synchronise calls to announcements should not be used when using the queue actions Q Queue ETA Action 16 Speak the caller s expected time to answer ji Queue Position Action 170 Speak the caller s queue position Administering Avaya IP Office Platform Voicemail Pro Page 90 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Available Actions 6 3 Standard Action Tabs The standard tabs of an action are e General 9 Sets a name for the action in the call flow and whether a PIN code is required by callers to use the action e Entry Prompts 924 Sets the prompts that should be played to callers that reach the action e Reporting 99 Provides reporting on calls that use the action e Results 97 Displays the results configured for the action
230. de on the IP Office This requires a matching special short code to be set up in Manager A Default Start Points Rather than set up individual start points for every user and group you can also program actions against the default start points These will then be used for all calls received by the Voicemail Proserver that don t match a specific start point See Default Start Points 741 Voicemail Pro Administrators 455 When the Voicemail Pro Administrators folder is selected a list is displayed in the details pane The list contains the name type and status of the administrators Details can be added amended or deleted A Server Queues Use this option to view a listing of range settings e User Variables 313 e Alarms 46 e Outcalls 48 e mm Modules 7 Modules are reusable sets of actions Use modules to create a sequence of actions that you can then use within any other start point s call flow Any changes to the module will affect all the start points using that module This simplifies the programming of actions if a number of start points use the same sequence of actions Using modules also reduces the size of the call flow Administering Avaya IP Office Platform Voicemail Pro Page 73 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 4 1 Default Start Points The default start points can be used to create a sequence of actions that will be applied to all suitable calls unless a specific start point ex
231. ded 164 Message Waiting Indication 211 Configuring 195 213 MessageCLl 316 MessageCLI Method 316 MessageDisplay 316 MessageDisplay Method 316 MessageLength 317 MessageLength Method 317 Messages button 196 Messages per page 207 Messages Through 345 messages recordings 175 283 messages 319 MessageTime 317 MessageTime Method 317 Microsoft Access 165 326 Microsoft Access Database 165 326 uses 326 Microsoft Internet Explorer 345 Microsoft Internet Explorer 5 0 345 Microsoft SAPI 357 Microsoft WAVE file 375 390 mins 175 283 MINUTE 317 minutes 319 Miscellaneous Actions icon 149 150 151 153 154 155 156 302 Mobile 200 231 234 375 Example Call Flow 271 turn 270 Mobile Twinning 270 extension 203 271 mobile twinning feature 375 Mobile Twinning No 271 mobile twinning number 270 271 Mobile Twinning on 271 Page 404 15 601063 Issue 10c 09 December 2014 mobile twinning options 375 modify existing campaigns 339 Module Return 87 88 268 add 118 result 118 use 76 Module Return Action 76 87 88 118 Module Start Points 242 243 Modules Navigation 24 76 Modules Navigation Pane 24 76 Move Prompt 92 MS CRM 134 matching 139 MS CRM Call Data Tagging 139 MSCRM ACT 139 msec 357 MSGN 319 MSGO 319 msgs 195 213 319 msgtype 313 322 msgtype As String 313 322 MSRM ACT 139 Music 139 217 262 Music on Hold 139 217 262 MWI 195 213 mywavs hello wav 154 N Name Action 88 138 334 335 name greeting 201
232. der this node Properties b For our example we have used the Group Name as vmpro Set the Group Scope to Universal and Group type to Distribution Click OK amp Create Group vmpro BE Eg sp Create Group vmpro Tasks Add Sections 6 Group Group OLO Managed By Group name vmpro E mail Member Of Group SamAccou vmpro Create in DC ym2 DC com Change Members Group type Group scope Description C Security Domain local Voicemail Pro Exchange Integration Group Distribution Global Universal Notes Protect from accidental deletion Administering Avaya IP Office Platform Voicemail Pro Page 366 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Exchange Server Integration Exchange Server Configuration 2 Create an Exchange service account In the Exchange Management Console create a Service Account For our example we created one called VMProServiceAdmin This becomes the user identity that the voicemail server needs to use to forward users messages to the Exchange server Hi New Mailbox E Introduction User Information Enter the user name and account information E User Type 1 User Information VW Specify the organizational unit rather than using a default one Mailbox Settings aa AAAH Browse Archive Settings Fast name Initials Last name New Mailbox VMProService dmn Completion Name VM ProServiceAdmen User logon name User Principal
233. direct fax calls This capability is enabled by including a number in the system fax number field via the Voicemail Pro Client and adding F as the tone to detect in the Menu action From the Menu action incoming calls presenting a fax tone will then follow the F call flow route which could be a transfer call to a fax server extension or hunt group ya You can add the F character to the touch tone options of a igi Menu action to specify the actions that should be applied to fax calls The corresponding result can then be routed as required for fax calls received by the associated call flow The following example module call flow is using F to redirect incoming fax calls to a specific transfer number Modules gt Attendant JU FWYN a eee SEN eption Timeout EA Diaby name True The F result was added to the mam Menu action Touch Tones tab using the P icon Properties for Menu x General Entry Prompts Reporting Results on 0D T Pe om Time out JV Wait for a key press for up to 3 yd seconds Cancel Help Administering Avaya IP Office Platform Voicemail Pro Page 353 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 11 5 6 Configuring an Analog Extension Number for Fax Use If the computer that is being used as the fax server uses an analog fax card it must be connected to an IP Office analog
234. e Administering Avaya IP Office Platform Voicemail Pro Page 163 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 6 11 Database Actions E Database Actions These actions relate to retrieving and adding data to a database e These features are not supported on a Linux based Voicemail Pro server e For IP Office Release 9 1 use of database actions no longer requires the IP Office system to have an Advanced Edition license sn cr Database Open Action 16 Open a database Ei Database Execute Action 165 Perform an action on a database amp Database Get Data Action 166 Get information from a database Ek Database Close Action 16 Close a database 6 11 1 Database Open sm cr The Database Open action opens a link to a database If there is a connection to the database already then the current connection is closed and the new one requested will be opened For an example of the action in a call flow see IVR Database Connection Example Retrieving Data From the Database 326 e These features are not supported on a Linux based Voicemail Pro server e For IP Office Release 9 1 use of database actions no longer requires the IP Office system to have an Advanced Edition license Settings LLA 1 Click the B Database Actions icon and select 5 Database Open 2 The General 9 Entry Prompts 924 Reporting 95 and Results 9A tabs are standard tabs available to all actions
235. e 2 In the navigation pane click User Select the reguired user 3 Select the Voice Recording tab Recording Outbound 10 v Recording Inbound On bi Record Time Profile lt None gt v Recording Auto Mailbox v 402 Extn402 vj Auto Record Calls External amp Internal v Recording Manual UE Recording Library xj 4 From the Record Inbound and Record Outbound drop down lists select the recording frequency required 5 Use set None Do not record On Record all calls if possible Mandatory Record all calls If recording is not possible return busy tone to the caller xx9 o Record calls at intervals matching the set percentage eg for every other call for 50 For inbound calls recording will not take place if the call also goes to normal voicemail Record Time Profile to select a time profile that specifies when automatic call recording will be active If not recording is active at all times 6 Use Auto Record Calls to select whether External or External amp Internal calls are included 7 Use Recording Auto to specify the destination for the recordings By default this is a user s own mailbox Mailbox This is the default option When selected the adjacent drop down list can be used to select the destination user or hunt group mailbox Voice Recording Library This option should only be used if a VRL application has been installed The recording files are placed into a VRL fold
236. e Add 357 Simple Mail Transfer Protocol 185 291 Simple Mailbox Call Flow 265 Simple Network Management Protocol 185 291 SMS 375 SMTP 178 285 SMTP Receiver 181 SNMP 185 291 SNMP Alarms Setting 185 291 SoftConsole 238 239 241 251 270 335 Software 20 349 355 Sound Prefs Continue button 345 Source 134 135 137 139 195 200 211 213 232 Source Numbers 211 Select 232 View 195 200 213 Speak Action use 330 Speak Book Cost 330 Speak Book Title 330 Speak Method 324 Speak Text Action 80 86 88 111 330 332 362 Using 355 Speaker button pressing 196 Page 407 15 601063 Issue 10c 09 December 2014 Specific Start Points 24 72 74 Specifying MAPI 177 Speech Application Program Interface 357 Speech SAPI Controls Text 357 Speed 241 357 Speed Dials 241 Spell Spell 357 spell gt 123 lt spell 355 spell gt 555 3468 lt spell 357 SQL construct Defines entered 326 332 performs 165 SQL Function window 326 332 SQL query 165 325 SQL Wizard 165 326 332 SQL Wizard window 165 Standard Client 28 standard greeting 239 390 standard greeting message 239 standard greeting press 390 Standard IP Office Mailbox Mode 201 standard working hours 62 Start Action 98 start operating 175 283 Start Points Navigation 28 72 219 262 Start Points Navigation Pane 24 start processing 343 Start Recording 251 Start SoftConsole 241 status signalling 246 steps appropriate 177 Still Queued 74 75 80 219 220 221 242
237. e The RES variable contains the result property of a call flow action The result is action specific for example OK FAILED BUSY and so on The call flow action is able to use the variable to determine logic to be based upon the Result of a preceding Action or as a temporary variable in the VB Script However the variable will be overwritten after the VB Action is completed If the values from the VB action icon need to be passed to subsequent actions it is advisable to use user variables e Owning object vmprov5 voicescript e String e Set A string object that contains the new value for the RES variable For example voice Result String e Get A string object containing the current value for RES For example string Voice Result e Example Sub Main dlgid dim registration Set Voice CreateObject vmprov5 voicescript registration Voice Register dlgid if registration Then dim result dim success DO SOME PROCESSING if success Then Voice Result TRUE else Voice Result FALSE end if End Sub Administering Avaya IP Office Platform Voicemail Pro Page 308 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Voicemail Pro Examples Using VB Script 11 1 1 10 SavedMsgs Property The SavedMsgs property returns the number of saved messages contained within the session mailbox e Owning object vmprov5 voicescript e String e Set This property is read only e Get The number of saved messages wi
238. e WAV extension is automatically appended maxtime Long The maximum recording length specified in seconds interruptables String Default Any This is for future development appendtofile Boolean Default False Set to true if the recording should be appended to the file false to clear the file first digid Long Default 0 The connection for the voicemail session playbeep Boolean Default False This flag sets whether a beep is played before the start of recording 11 1 2 36 RecordRegister Method This method is used to record a user s speech input to the specified file stored in the specified register Parameters regnum Long Data register containing file to store recording to maxtime Long Default 60 The maximum recording length specified in seconds interruptables String Default Any This is for future development digid Long Default 0 The connection for the voicemail session playbeep Boolean Default False This flag sets whether a beep is played before the start of recording Return Value The key press that was used to terminate the recording String Administering Avaya IP Office Platform Voicemail Pro Page 321 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 11 1 2 37 Register Method This method is used to determine whether the voicemail session that was used to start the VB script is still active O Parameters The connection for the voicem
239. e Adding a Record Name Module 33 The mailbox name prompt is used for the Dial By Name 33h feature and is played to callers who are directed to the mailbox to leave a message If the Voicemail Pro server mailbox mode is set to Intuity mode users can record the name prompt through the telephone prompt interface e To have a service for the bulk recording of mailbox name prompts a command called NameWavsTable 337 can be used Settings 1 Click the ES Configuration Actions icon and select Record Name 2 The General 9 Entry Prompts 92 Reporting 95 and Results 9 tabs are standard tabs available to all actions 3 In the Specific tab the mailbox to record that the name is to be recorded for is selected General Entry Prompts i Reporting Results Record name greeting 9 Caller s Mailbox Mailbox e Caller s mailbox The mailbox matching the start point of the call e Mailbox Select or enter the name of the target mailbox e Clicking on the browse button allows selection of the target mailbox from a drop down list of either mailboxes system variables 804 or other call flow modules The options vary depending on the action and field Possible entries Sai Please make a choice from the following 9 Start point or module System defined variables Mailbox Results This action has the following result which can be connected to a further action 5 Record Name e Next N Route the call
240. e Campaign Action 125 Access a campaign to read or leave messages Administering Avaya IP Office Platform Voicemail Pro IP Office Platform 9 1 Callflow Actions Basic Actions Page 119 15 601063 Issue 10c 09 December 2014 6 6 1 Get Mail lp The Get Mail action accesses the messages in the caller s mailbox or a specified mailbox The caller then has access to the standard mailbox features setup for that mailbox If the extension is a trusted extension the user does not have to enter the mailbox number and code See Creating a Trusted Location 2001 For examples of the action being used in a call flow see e Using a Personal Options Menu Action 23 e Setting Up Callback 23 e Changing the Language of Custom Prompts 265 e Changing the Language of System Prompts 268 e Enabling Access to Hunt Group Voicemail 215 e Changing the Language Setting for a TTY Device 265 Settings 1 Click the Mailbox Actions icon and select up Get Mail 2 The General 9 Entry Prompts 921 Reporting 95 and Results 974 tabs are standard tabs available to all actions 3 The Specific tab is used to select either the caller s mailbox or mailbox option General Entry Prompts Specific Reporting Results Get message from Caller s mailbox O Mailbox 2 Transfer target for distributed mode 7 C Provide Advanced Personal Options e Caller s mailbox The mailbox matching the start
241. e Interval Default None Off If a number of retires is specified this option can be used to select the number of minutes between repeated alarm attempts until the alarm is cleared e Cancel Code Default Off When off the alarm is cleared if the alarm call is answered If on a dialing code can be specified If the correct code is not dialed in response to an alarm the alarm is not cleared and will repeat if retries have been specified e Cancel Code Default Range Up to 4 digits This field is used to enter the dialing required to clear the alarm call The value will match any dialing To cancel the alarm the cancel code must be entered followed by the hash key The file used to play the alarm message must mention the cancel code and the fact that cancel code must be followed by the hash key Administering Avaya IP Office Platform Voicemail Pro Page 294 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 10 1 9 User Group Using Web Management Configuring Server Preferences These preferences are only accessible through web management for a Linux based voicemail server These settings are used to select the user mailboxes to include in a selective backup 29 General Email Name Housekeeping Extn211 SNMP Alarm Extn212 Outcalling Voicemail Recording Syslog Alarms User Group 10 2 Custom Prompt Management Remove Users Add Users The web manager interface fo
242. e Server Edition using an SSH file transfer tool 4 Copy the WAVE file to the opt vmpro Wavs Modules CPAPrompts folder Note The SSH file transfer tool copies the file to the home Administrator folder Log in to IP Office Server Edition as the root user and execute the cp home Administrator lt xxx gt wav opt vmpro Wavs Modules CPAPrompts command to copy the xxx wav file to the opt vmpro Wavs Modules CPAPrompts folder Administering Avaya IP Office Platform Voicemail Pro Page 275 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 9 8 Managing the Disk Space Each minute of a voicemail call recording can be between 0 5MB to 1Mb Therefore the voicemail server can accumulate large quantities of data quickly For optimal performance of the voicemail system you must ensure the availability of sufficient storage space on the disk The following are some best practices that you can follow to manage the disk space efficiently 1 Configure the Voicemail Pro server housekeeping settings to delete messages and recordings automatically For details see Housekeeping 2 Configure the backup files to be saved to a remote computer For details see Backup and Restore 5 3 Configure the SNMP alarm to indicate low disk space at an appropriate threshold level For details see SNMP Alarm Administering Avaya IP Office Platform Voicemail Pro Page 276 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Administ
243. e for the campaign 11 4 2 Accessing Campaign Results The results of a campaign can be accessed in several ways e Using the Campaign Action 12 The Campaign action is used to route calls into a campaign after those calls have been routed to an appropriate start point on the Voicemail Pro server The action s properties set whether the call is treated as a caller to the campaign or an agent processing the campaign messages See Campaign Action 125 e Using a Campaign Park Slot Number 344 e Through a Web Browser 345 When accessing the caller recordings from using a Campaign action or park slot number the following controls are provided through the telephone keypad 1 Go to the start of the call 7 Previous response 2 Rewind 8 Start of response 3 Stop processing the message 9 Next response 4 Mark call as processed and delete 0 Pause 5 Mark call as processed and save Fast forward Administering Avaya IP Office Platform Voicemail Pro Page 343 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 11 4 2 1 Campaign Park Slots The Park Slot number assigned to the Campaign can be used with programmable buttons to access that campaign If the telephone has a message waiting lamp the lamp will be lit when there are campaign messages waiting to be processed When accessing the caller recordings from using a Campaign action or park slot number the following controls are provided through the telephone key
244. e for the module This should not match any user or group name on the IP Office 3 Click OK You can now add actions and connections to the module in the same way as for any start point To add a module to a start point 1 Select the start point to which you want to add the module action and then click the right hand panel 2 Click and drag the module required from the Navigation pane to the Details pane For support calls and diagnostic purposes it can be useful to view Voicemail Pro modules and start points as text files See Viewing Call Flows as Text 514 4 3 1 Running a Module Modules can be run internally using short codes or can be configured for external calls Run a module from a short code You can use modules directly in conjunction with short codes The short code must call the name of the module This example short code will run the module called Specia when a user dials 97 The service that the user receives will depend on the actions in the module e Short code For example 97 e Telephone Number Special include quotation marks e Line Group ID 0 e Feature Voicemail Collect Run a module for an external call A module can be applied directly to an incoming external call from within the IP Office Manager application Within the appropriate Incoming Call Route entry set the Destination to the module name prefixed with VM For example enter VM AutoAttend to route a call to a module called AutoAttend Note that
245. e linked While this action has General Entry Prompts Reporting and Results tabs they should not be used Any settings added to those tabs will be ignored and should be applied through the tabs of the first additional action added to the call flow and linked to the Start Point iy Basic Actions The following actions are used to control the routing of a call between actions eg Generic Action 99 gt Play a prompt entered through the Entry Prompts tab to the caller Also used to enter custom commands for the Voicemail Pro server ce Speak Text Action 11 Enter text and then play it to the caller Reguires TTS to be installed and licensed e Em Menu Action 115 Branch the call flow according to the telephone button presses made by the caller EP Goto Action iih Go to another start point Ge Disconnect Action 118 Disconnect the call i Home Action 1181 Return to the start point e Module Return Action M Return to the start of a module i Mailbox Actions These actions relate to the leaving and collecting of messages from a mailbox kp Get Mail Action 120 Collect messages from a mailbox I Leave Mail Action 122 Leave a message in a mailbox i e Listen Action 12 Record to a mailbox amp Voice Question Action 124 Record responses to a series of prompts a Campaign Action 125 Access a campaign to read or leave messages Es Configuration Actions A caller can use the
246. e made a member of the group but have their membership set to disabled This provides them access to the group mailbox without receiving group calls Depending on the type of telephone or IP Office application they are using users who receive hunt group message waiting indication can choose any of the following methods to collect messages e Visual Voicemail If the user has visual voicemail on their phone the name of the hunt group appears in the visual voice display along with the number of messages details e one X Portal for IP Office If the one X Portal for IP Office application is used the group name and number of new messages is displayed in the Messages gadget Use the Messages gadget to access the group mailbox e Voicemail Ringback If a user has voicemail ringback enabled ringback will occur for new group messages as well as new personal messages Ringback for personal messages takes place before any ringback for new group messages To configure hunt group message waiting indication 1 Open IP Office Manager 2 In the Navigation pane click i User and select the individual user 3 View the Source Numbers tab 4 Click Add In the Source Number field enter H followed by the hunt group name For example to receive message waiting indication from a hunt group called Main enter HMain 5 Click OK 6 Click a to merge the configuration change back to the IP Office Administering Avaya IP Office Platform Voicemail Pro Page 2
247. e speech volume Rate 35 Change the speech rate Pitch 360 Change the speech pitch Emph 366 Add emphasis to words Spell 366 Spell out words and numbers literally Silence 364 Add a period of silence Example XML Tags Volume Controls the volume of the speech e SAPI Tag Volume Attributes This tag includes the following attribute e level Supports values between 0 and 100 being percentages of the system s set volume Examples e lt volume level 50 gt Speak allow following text at level 50 e lt volume level 50 gt Speak this text at level 50 lt volume gt and this as normal e SSML Tag Prosody Rate Controls the speed at which the text is spoken Attributes This tag includes the following attribute e volume Supports values between 0 and 100 being percentages of the system s set volume Examples e lt prosody volume 50 gt e lt prosody volume 50 gt Speak this text at level 50 lt prosody gt and this as normal e SAPI Tag Rate Administering Avaya IP Office Platform Voicemail Pro Attributes This tag includes one of the following attributes IP Office Platform 9 1 Page 359 15 601063 Issue 10c 09 December 2014 e absspeed Sets the absolute speed for the speech in a range between 10 and 10 with 0 being normal speech e speed Sets a speed change that is added to the current speed Examples e lt rate absspeed 5 gt Speak t
248. e the greetings and password See Giving Users Button Access to Voicemail 198 e Using a short code Short codes can be created so the users can be given access to their mailboxes from locations other than their office desks When they call the mailboxes they will be prompted to enter their access codes See Giving Users Access from Any Extension 19 and Voicemail Telephone Numbers 242 e Outcalling Users can also receive notification of new voicemail messages at either their extensions or at other locations To receive notification of new messages a user needs to configure the outcalling See Outcalling 234 Application Access In addition to access via their telephone the user may be able to access their messages using an IP Office supported application Administering Avaya IP Office Platform Voicemail Pro Page 196 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Mailbox Access and Configuration User Voicemail Access e one X Portal for IP Office 205 Using the voicemail profile in one X Portal for IP Office application a user can switch voicemail and voicemail ringback on off The one X Portal for IP Office application also provides full visual access to a user s voicemail and the users can play back and control messages through their computers e UMS Web Voicemail 207 Using this method users can access their mailboxes using a web browser The user must be configured for UMS The feature is licensed
249. e users belong to Input extension range Start Number of Users EE Enter local prefix Enter remote prefix Cancel 3 Enter details for the users All of these details MUST be completed before the users can be added e Select the VPNM server to which you want to add the users e Enter the start number of the extension range e Enter the local prefix e Enter remote prefix 4 Click OK to save the details and return to the VPNM configuration window To change details of a VPNM user 1 In the Users for VPNM Server s section select the name of the user whose details need to be changed 2 Click Modify You can change the user s full name the local extension number and the full telephone number Administering Avaya IP Office Platform Voicemail Pro Page 192 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Chapter 8 Mailbox Access and Configuration Administering Avaya IP Office Platform Voicemail Pro Page 193 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 8 Mailbox Access and Configuration 8 1 Message Waiting Indication By default messaging waiting indication MWI is sent to the user s extension each time they receive a new message in their mailbox Additional methods for receiving message waiting indication can be added using the following processes 8 1 1 Other User MWI By default a user only receives message waiting indication MWI for their own m
250. ech to be installed and licensed For examples of the action in a call flow see e Entering Details in to the Database 33 e Returning Data from the Database 33h Settings 1 Click the i Basic Actions icon and select we Speak Text 2 In the Properties for Speak Text dialog box under the Specific tab click Options to apply the required effects The General 914 Entry Prompts 92 Reporting 951 and Results 97 tabs are standard tabs available to all actions Please enter the text you wish to speak Text to speak lt break time 250ms gt lt prosody rate 2 gt Once more onto the breach a B 3 In the Speak Options dialog box from the Option drop down list select an option to change the way TTS speaks a text For information on each of the options see Option 11 For example when you select Change Relative Speed and set the value to 2 the rate at which the text will be spoken will be 2 seconds per word 4 Click OK The Text text box displays the text surrounded by XML tags Results This action has the following result which can be connected to a further action e Next Route the call to a following action in the call flow This connection can be followed even after Next the caller has hung up if the Start 9 action option Complete sequence has been selected Speaking Variables to Callers Call variables can be used as prompts The value of the call variable is then spoken This applies to a
251. ect module Administering Avaya IP Office Platform Voicemail Pro Page 244 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Administration Routing Calls to Voicemail 9 2 Recording Calls In addition to the messaging services you can use Voicemail Pro for the call recording service too You can configure IP Office to trigger the recording of calls manually 4 or automatically If you are recording a conference call the call recording continues if a new party joins the conference However the message that the call is being recorded is repeated every time a new party joins the conference If you are recording a call and you park the call or you put the call on hold the voicemail system pauses the call recording When you resume the call the call recording resumes too If you are recording calls the call recordings are saved in your mailbox by default However you can change the destination location to save the call recordings A recording by an agent that is intruding on to a call will keep recording after the intruded call has ended This assists the agent to annotate the recording Conference Capacity Call recording uses conferencing capacity and so is subject to the available conferencing capacity of the IP Office system IP Trunks and Extensions When the direct media path option is used with IP trunks and or an extension calls may not be recorded Call Recording Warning In Administering Av
252. ected e Disabled Switch off outcalling for the user e Enabled Always e Enabled During Time Profile Use this option to specify a user specific time profile for outcalling e Enabled During Peak Time Use outcalling during the peak time period defined on the Voicemail Pro server e Enabled During Prime Time Use outcalling during the prime time 228 period defined on the Voicemail Pro server e Retry Times e System Use the default retry settings configured on the Voicemail Pro server e Personalized Use the options below to configure user specific retry settings e Number of Retries Up to 10 retries can be specified e Retry Intervals These values set the interval between one notification attempt and the next not including the actual outcalling ringing time for the outcalling destination The first 5 retries can be given varying intervals between 0 and 60 minutes To change a value click on it and enter the new value When more than 5 retries are selected the default value is used for all retries after the fifth retry Administering Avaya IP Office Platform Voicemail Pro Page 228 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Mailbox Access and Configuration Mailbox Management e Escalation List An escalation list can be used as the destination for an outcalling attempt The list can contain up to 9 entries selected from the user s account settings The same number can be used more than once if require
253. ected to a further action e Next Route the call to a following action in the call flow This connection can be followed even after the caller has hung up if the Start 9 action option Complete sequence has been selected Administering Avaya IP Office Platform Voicemail Pro Page 154 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Miscellaneous Actions 6 9 6 VB Script y The VB Script action assists an administrator to construct additional call flow logic using VBScript commands and various properties 304 and methods 310 When a VBScript action is executed the Voicemail Pro server waits for up to one minute for the script to complete execution If execution of the script takes longer then it is terminated by the server and the action s Failure result path is used e These features are not supported on a Linux based Voicemail Pro server e For IP Office Release 9 1 use of VB Script actions no longer requires the IP Office system to have an Advanced Edition license Settings 1 Click the wa Miscellaneous Actions icon and select Cvs Script 2 The General 9 Entry Prompts 924 Reporting 95 gt and Results 974 tabs are standard tabs available to all actions 3 Select the Specific tab General Entry Prompts Specific Reporting Results Enter VBScript Sub Main dlgid dim registration Set Voice CreateObject vmprov5 yoicescript registration Yoice Register diaid
254. ed No Answer e No Answer Busy This result connection is used if the transfer target does not answer the whisper call The time Reject out for no answer is set by the action s No answer timeout setting Reject j e Busy This result connection is used if the transfer target returns busy to the whisper call e Reject This result connection is used if the transfer target rejects the call by pressing any key other than 1 or by hanging up Administering Avaya IP Office Platform Voicemail Pro Page 136 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Telephony Actions 6 8 6 Call List EA Using a Call List action a caller can indicate the extension to which they want to be transferred If selected the caller can be restricted to selecting an extension within a particular group The transfer in this case is not blind if unanswered the action can link to actions for no answer or busy Settings 1 Click the g Telephony Actions icon and select El Call List 2 The General 9 Entry Prompts 924 Reporting 95 gt and Results 9 tabs are standard tabs available to all actions 3 Select the Specific tab Complete the fields with relevant details Reporting Results General Entry Prompts J Transfer with call list Transfer to group Prompt user with a list of group members Source of transfer displayed on phone Description displayed on phone No answer timeout 30 sd
255. ed Check the boxes to select the options that will be available to the customer The customer then needs to press the corresponding key e Save the Campaign and then quit Saves caller responses and then disconnects the caller e Play back response to the Campaign Plays back the customers responses to them and then repeats this customer menu e Restart the whole Campaign Deletes the customer responses and restarts the sequence of questions and answers e Quit the Campaign without saving Disconnects the customer without saving their responses tt Move options You can move the currently highlighted option so that the key presses associated with the options differ e Timeout Sets how long the Voicemail Pro server should wait for an answer before following the No Answer connection Administering Avaya IP Office Platform Voicemail Pro Page 342 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Voicemail Pro Examples Campaigns 11 4 1 3 Campaign Identification The Campaign Identification window of the Campaign Wizard is used to set a park location for the campaign and to name the campaign e Where should this Campaign be parked Enter a park slot number for the campaign This number can be programmed under a DSS key That key can then be used by agents to access the campaign If the DSS key also incorporates a BLF lamp that lamp is lit when new campaign messages are left e The name of the Campaign is Enter a nam
256. ed the Voicemail Pro server will shut down e If an immediate shut down is selected the system will end all calls in progress e If a Voicemail Pro server in a distributed voicemail setup is shut down new calls to the Voicemail Pro server are routed to the central Voicemail Pro server e If the central Voicemail Pro server in the centralized voicemail with a backup server setup is shut down new calls to voicemail are routed to the backup Voicemail Pro server Starting the Shut Down or Call Suspension Process 1 Select File and then Voicemail Shutdown 2 Select one of the options e Continue Selecting this option will start the polite shutdown process for the server Once the server is shut down it can only be restart by restarting the Voicemail Pro service or restarting the Voicemail Proserver computer e While the server is shutting down selecting File again will display Voicemail Shutting Down Clicking on this will show a menu showing the status of the shut down and options to either cancel it or to change it to an immediate impolite shut down X Active Sessions Shutting Down X secs Shut Down Immediately Cancel Shutdown Close e Active Sessions Displays the number of sessions calls currently in progress The shut down will only occur when this reaches zero e Shutting Down Displays the time for which the shutting down process has been running e Shut Down Immediately Change the shut down to
257. ed immediately the caller hangs up if the Start 981 action option Complete sequence has been selected e Invalid This result is used to connect to a following call flow action if the caller makes an invalid entry on the last retry e Others A result for connection to a following call flow action is shown for each select dialing digit sequence Administering Avaya IP Office Platform Voicemail Pro Page 116 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Basic Actions 6 5 4 Goto s The GoTo action will transfer the caller to another call flow start point Settings 1 Click the i Basic Actions icon and select GoTo 2 The General 9 Entry Prompts 924 Reporting 951 and Results 9A tabs are standard tabs available to all actions 3 Select the Specific tab General Entry Prompts porting Results Goto a specific node Please select a node to go to e Please select a node to go to Click gt to browse to select a start point module or system defined variable For short codes the browse method does not work Instead enter Short Codes xxx where xxx is the short code key sequence e Select the option Start point or module Select from the available options e Users all the users with specific start points are listed e Groups all the Groups with specific start points are listed e Any default start point e Any available modules e Select the o
258. ed using methods such as VBScript or generic action commands Other call variables have a fixed value set when the call is received by the Voicemail Pro server or for DBD values the value is reguested by the Voicemail Pro server 5 1 1 Using Variables in File Names Variables can be used in prompt file paths as follows e When accessing voicemail prompts voicemail variables 80 gt can be used in both the path and filename for the prompt For example e If the prompts Greeting1 wav and Greeting2 wav etc are recorded an action set to play Greeting KEY wav plays the greeting prompt that matches the current value of KEY e By recording custom prompts for different langauges with the same file name but placed in appropriately named langauge sub folders the variable LOC can be used in an action s prompt file path to play the correct language version of the prompt 5 1 2 Speaking Variables to Callers Speaking Variables to Callers Call variables can be used as prompts The value of the call variable is then spoken This applies to all variables that are numeric values It also applies to NAM which plays the mailbox user s recorded name prompt Numbers are spoken as a series of single digits For example 123 is spoken as one two three To speak 123 as one hundred and twenty three requires TTS to be installed and a Speak Text 1h action used Some call variables can be played as prompts for example e NAM Plays the mailbox
259. efault a logical OR X is applied to this condition element The element returns true if any of the selected days is true If a logical AND X is used and more than one day is selected the element does not return true To add a Week Planner element 1 Click the A Element List icon in the toolbar 2 Click Week Planner 3 Click the condition to which the element should be added 4 Double click on the element to view its settings Week Planner Select time periods within a week Monday Tuesday Wednesday Thursday Friday C Saturday C Sunday 5 Select the days required and the time period during each day that will return true 6 Click OK Administering Avaya IP Office Platform Voicemail Pro Page 66 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Conditions Week Planner 3 4 Condition The Condition element is used to combine the value of an already existing condition When selected the element displays a list of the other conditions from which to select To add a condition element 1 Click the Aa Element List icon in the toolbar 2 Click 423 Condition 3 Click on the condition to which the element should be added 4 Double click on the element to view its settings Condition List of available conditions Include the result of which condition Business Hours 5 Select the existing condition that you want to use 6 Click O
260. efault alarm settings click Default Settings The Alarm Threshold Level is reset to 60 The Space OK level is reset to 90 The Critical Alarm level is reset to 30 Administering Avaya IP Office Platform Voicemail Pro Page 291 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 10 1 5 Outcalling The outcalling preferences in Voicemail Pro are defaults for global operation Mailbox owners can configure their own outcalling options from their telephone for example create their own time profile You can also view and edit those individual user settings see Mailbox Outcalling Settings 2281 This tab is not shown if outcalling has been disabled see below General From Prime Times To Prime Times aca 07 30 V 19 30 Housekeeping SNMP Alarm From Peak Times To Peak Times Outcalling 09 00 v 17 30 Voicemail Recording Syslog Number of Retries Retry Interval Alarms 5 Retry interval mins User Group First 1 P Second 5 f Third 10 f Fourth 15 f Fifth 30 f Outcalling Preferences e System Times These fields set the define start and end times for two different time categories The individual users can then select whether they want outcalling used during those time periods rather than having to manually define their own times for outcalling e Prime Times The time period that outcalling is to be active as default for the system e Peak Times The busiest working hours e System Retry Settings Set the default frequency f
261. eh eee 292 10 1 6 Voicemail Recording 293 TOBA ATI Aa ue neii Y ned ie dade 293 TO1 8 AIarmSi e eigion nd UE 294 10 1 9 User GrOUpi eie teeyd det Rd Fy dduo RR 295 10 2 Custom Prompt Managemen 999 eeeeeeun 295 10 2 1 Uploading Prompl s s wssswwmsemwanamzanamaaaaza 297 10 2 2 Copying a PrOMpLt lt wwwwwwswmmemmamamemawimawa 297 10 2 3 Renaming a Prompt ww ssmwasamwanammanzmaazaza 297 10 2 4 Deleting Custom Prompts ww wwmwmawa 298 10 2 5 Retrieving a Deleted Prompt 298 10 2 6 Create a New Folder wwwwmwwmmmmmmmmawa 298 10 2 7 Renaming a Folder 299 10 3 Backup and Restore wwsswwmaammmanmmmanzznaaizana 299 10 3 1 Backing Up Using Web Managmeni 299 10 3 2 Restoring a Backup Using Web ManaQeMe MM ceeeceeeseeeseeeeeeeeeeeeeneeeeesateeseeeersanees 299 10 4 Editing Call FIOWS wwwwwmammmemmammammnamaawza 300 10 5 Downloading the Windows Client 300 11 Voicemail Pro Examples 11 1 Using VB Scriptscc ccic ssn iodine 302 11 1 1 VBScript PrOPErti6eS wwmemmmemammawa 304 11 1 2 VBScript Methods w ww wwmemmmmmawmmawa 310 11 2 Database ConnectioN w wwwwwmmmmamammmmza 325 11 2 1 Example Database Scenario 326 11 3 Dial by NAME sic cts ane aides 334 11 3 1 Example Call FIOW
262. elect Edit 2 Make the reguired changes 3 Click OK To delete a start point 1 In the Navigation pane select the start point to delete and click 3 Alternatively right click the start point and then select Delete 2 The system prompts you to confirm whether you want to delete the selected start point e Click Yes to delete the start point e Click No to cancel the deletion To rename a user group or short code start point 1 In the Navigation pane right click the user group or short code and select Rename The New start point name window opens 2 Type the new name 3 Click OK The start point is renamed Administering Avaya IP Office Platform Voicemail Pro Page 75 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 4 3 Creating Modules Modules are reusable sets of actions Use modules to create a sequence of actions that can be re used in another call flow Any changes to a module will affect all other start points that are using that module This simplifies the programming of actions if a number of start points use the same sequence of actions Using modules also reduces the size of a call flow e To create connections from a module to other actions you must use the Module Return action within the module see Module Return Action 118 To create a module 1 Click Modules and then 2 The Adding a new start point window opens Alternatively right click Modules and select Add 2 Enter a nam
263. electing one of the following options e Retrieve the next item in the list Select the next record returned by the Database Execute action as the currently selected record e Retrieve the previous item in the list Select the previous record returned by the Database Execute action as the currently selected record e Retrieve the first item in the list Select the first record returned by the Database Execute action as the currently selected record e Retrieve the last item in the list Select the last record returned by the Database Execute action as the currently selected record Results This action has the following results which can be connected to further actions The Database Get Data action has four possible results e Success The selected records values have successfully been assigned to the DBD variables Success Jat End je At End Empty There are no further records in the set of data Failure Empty The execute method returned no data the DBD variable contains no information e Failure There was a problem trying to retrieve the next data record the DBD variable contains no information Examples of using the database actions are given in the IVR database Connection section For an example of the action in a call flow see IVR Database Connection Example Retrieving Data From the Database 328 Administering Avaya IP Office Platform Voicemail Pro Page 166 IP Office Platform 9 1 15 601063 Issue
264. elephony Actions an Assisted Transfer action was also added In its properties Specific tab the Mailbox was set as KEY 4 The B Dial by name action s True result was connected to the Assisted Transfer action 5 From a Mailbox Actions a I Leave Mail action was added Again in its Specific tab the Mailbox was set as KEY Links were added from the Assisted Transfer action s No Answer and Busy results to this action To add a short code 1 In IP Office Manager a new system short code was added For this example we chose 75 and then entered the details as shown below CH Code 75 Feature Voicemail Collect Telephone Number Dial by Name Line Group Id 0 Locale Leave blank Force Account Code Leave blank 2 After merging this back into the IP Office users can dial 75 to access dial by name They can also transfer callers to this call flow 3 The short code can be added a SoftConsole or DSS button In addition an Incoming Call Route could be used to direct specific external calls direct to the function for example if you had a specific external number used by employees to ring in when off site Administering Avaya IP Office Platform Voicemail Pro Page 335 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 11 3 2 Adding a Record Name Module Using this module users can record re record their mailbox name This or a similar module is required if Voicemail Pro is using IP Office mailbox mode How
265. email Pro to announce the queue estimate time to answer ETA and the queue position to callers since those values will no longer be accurate when a higher priority call is placed into the queue Note that in such a situation Voicemail Pro will not increase a value already announced to a caller e The IP Office Manager option Synchronize calls to announcements should not be used with call flows that include this action Settings 8 a 1 Click the tg Queue Actions icon and select o gt Queue ETA 2 The General 9 Entry Prompts 924 Reporting 951 and Results 9 tabs are standard tabs available to all actions 3 Select the Specific tab includes any further prompts to be played to the callers after they hear their ETA General Enty Prompts SP cfc Reporting Results Queue estimated time to answer The prompts will be played in the following order 1 Any items defined in the Entry prompt page 2 The estimated time of answer 3 Any prompts defined below OP ty X ay Order Prompt Length s Results This action has the following result which can be connected to a further action D Ea Next cr Route the call to a following action in the call flow This connection can be followed even after Next the caller has hung up if the Start 9 action option Complete sequence has been selected Administering Avaya IP Office Platform Voicemail Pro Page 169 IP Office Platform 9 1 15 601063 Issue 10c 09 Dece
266. en Enforcement is selected e Complexity Default On When selected the following complexity rules are applied to new mailbox passwords e No forward eg 1234 or reverse 4321 sequence of numbers e No repeated digits eg 1111 e No match to the extension number 3 Click OK 4 Click the idl icon to save any changes back to the IP Office system 8 3 User Voicemail Access By default users can dial 17 to access their voicemail from their own extensions The controls available to the users then depend on which Default Telephony Interface 175 mode the the voicemail system is running Intuity 203 or IP Office 204 Additional Telephone Access Methods The basic access from their own telephone can be enhanced or varied using the following options e Using the Messages button on their telephone If their extension is a trusted extension they can access their messages without entering a voicemail code by pressing the Messages button See Creating a Trusted Location 200 e Using a Voicemail Collect button A button can be programmed for users to collect voice messages from their telephones If their extension is a trusted extension they can access their messages without entering a voicemail code See Giving Users Button Access to Voicemail 198 e Using Visual Voice Users can be given a display menu to use for access to their mailboxes The menu provides a user with options to listen to messages send messages and chang
267. enamed 755 or deleted 755 To add a start point for a User or Group 1 Either click HAWA or a and then WA The Adding a new window opens Alternatively right click ff Users or Groups and select Add 2 Select the name that matches the user or group on the telephone system To add all users or groups check the option Add all users 3 Select the types of start points required The start points Collect Leave Callback Queued and Still Queued are available for both users and groups 4 Click OK To add a start point for a short code 1 Click CHishort Codes and then WA The Adding a new short code window opens Alternatively right click CH Short Codes and select Add 2 Enter the short code e Short code start points require the telephone number entry of the matching short code in the IP Office Manager application to be set in a specific way For example if a start point for short code 88 is set up the settings for short code 88 in the manager application must be as shown below The short code will set up internal callers to access the start point To allow external callers access set up an Incoming Call Route with the extension 88 e Short code 88 e Telephone number 88 e Feature Voicemail Node 3 Click OK To edit a start point 1 In the Navigation pane of the main Voicemail Pro window select the start point to edit and click The Editing start point window opens Alternatively right click the start point and s
268. ens 2 Enter the name for the condition and then click OK 3 The new condition is placed in the Condition Editor window The condition is represented by the icon o followed by the condition name 4 When a condition has been created elements can be added and altered A condition can consist of multiple elements including several elements of the same type In the example there are conditions added complete with elements x O amp X B 2 Attendant XI E3 Week Planner Cancel Help Administering Avaya IP Office Platform Voicemail Pro Page 63 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 To add elements to a condition 1 Click the i Element List icon in the toolbar 2 Click the type of element required i Calendar See Calendar 654 Week Planner See Week Planner 66 Compare See Compare 681 2 Condition See Condition 6 3 Click 2 Condition Name in the Condition Editor window The element icon is added 4 You can now edit the element s settings To edit elements 1 Select the element click As Edit icon in the toolbar The element s properties window opens Alternatively double click the element to open the properties window 2 Make any changes 3 Click OK to save the changes and close the properties window To change the logic setting of a condition 1 Click K Logic icon in the toolbar 2 Select the required logic e x OR e x AND
269. entBookBuy Groups Next i Nga Gl Short Codes OO Default Start Points ca Voicemail Pro Administrators E ConfirmBookDetails Next PAE Speak Collect details Speak Collect details Next A Ss Make sure DB Still active Success Failure E Store Credit Card Number Ta BookShop_SystemProblem Store Credit Card Expiry B Modules age BookShop_CurrentBookBuy us CollectT elephoneNumber oe BookShop_CurrentBookSpeakl Bifu CollectT elephon 2 SE BookShop Search ISBN e BookShop_SystemProblem age BookShop Welcome age BookShop_Search_Author Success Failure Ta BookShop_SystemProblem Confirm Book Details Generic actions are used to store the ISBN number and cost The example below shows how the ISBN number is stored in the call variable CPO Properties for Store ISBN Number k General Entry Prompts Reporting Results Please enter a generic comman Generic free format command When the details have been stored the book title and cost are spoken to the caller using a Speak Text action See the example below Properties for ConfirmBookDetails 2 x General Entry Prompts Specific Reporting Results Please enter the text you wish to speak Text to speak DBD 3 costing DBD 1 dollard Administering Avaya IP Office Platform Voice
270. eous Actions icon and select gl Open Door 2 The General 9 Entry Prompts 925 Reporting 95 gt and Results 9 tabs are standard tabs available to all actions 3 In the Specific tab check either of the two door relay options General Entry Prompts Reporting Results Manipulate door relays Open door relay One for five seconds Open door relay Two for five seconds Results This action has the following result which can be connected to a further action e Next Route the call to a following action in the call flow This connection can be followed even after the caller has hung up if the Start 9 action option Complete sequence has been selected Administering Avaya IP Office Platform Voicemail Pro Page 150 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Miscellaneous Actions 6 9 3 Alarm Set Es The Alarm Set action sets up an alarm call to be played to a specified extension at a specified time By default the alarm call displays ALARM and plays the prompt This is an alarm call please hang up You can adjust the length of the alarm call ringing and repeat the alarm call if it is not responded to The number of repeats can be adjusted An optional dialing digit is reguired to clear the alarm e For administrators the alarm calls that have been setup can be viewed and edited You can also manually add additional alarms For Windows based servers that is done th
271. eout 5 gm seconds e Complete Sequence When selected if the caller hangs up during the call flow the call flow will continue running If the current action which the call has reached in the call flow has a timeout result that result connection is followed immediately The call flow will continue until it either reaches a Disconnect action a result with no action or the Timeout specified below e Timeout Default 5 seconds Range 0 to 120 seconds This timeout sets the maximum time the call flow should continue running if Complete Sequence is selected Examples of Using Complete Sequence In the call flow below a Listen 12 action is used to record a message and then two following eMail 14 actions are used to distribute copies of the message Without Complete Seguence enabled in the Start Point if the caller hangs up after the recording no e mails are sent With the Complete Seguence option enabled in the Start Point the e mails are sent regardless of the caller hanging up Start Point Administering Avaya IP Office Platform Voicemail Pro Page 98 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Start Action 6 5 Basic Actions aU Basic Actions The following actions are used to control the routing of a call between actions eg Generic Action 991 Play a prompt entered through the Entry Prompts tab to the caller Also used to enter custom commands for the Voicem
272. er This can include IP Office short codes or numbers specified by the current value of a Voicemail Pro call variable 80 such as KEY Type the required text directly or use the browse button to select the text that should be used including using the value of a call variable 804 e For IP Office Release 5 0 and later operation a short code can be set as the transfer destination e Source of transfer displayed on phone The number to display on the destination telephone if internal Type the required text directly or use the E browse button to select the text that should be used including using the value of a call variable 80 e Description displayed on phone The text description to display on the destination telephone if internal Type the required text directly or use the browse button to select the text that should be used including using the value of a call variable 80 gt e Set Call Priority If selected the caller s priority can then be set to Low Medium or High A call variable 8 set to 1 2 or 3 can also be used to set Low Medium or High priority respectively e When the system presents calls to a hunt group on the IP Office IP Office uses the call priorities followed by the call waiting times to order the calls in the queue By default internal callers are assigned Low priority while the priority of external callers is set by the IP Office Incoming Call Route used to route the call default also Low e Do not mix c
273. er automatically deletes different types of messages and recordings e Set the default playback order for the different types of messages and recordings General Delete After Playback Order 0 Hours 4 FIFO Email Housekeeping Delete After Playback Order SNMP Alarm 30 Days LIFO Outcalling Voicemail Recording Delete After Playback Order Syslog 0 Hours LIFO Alarms Delete After Playback Order User G 0 Hours FIFO Delete After Playback Order 0 Hours FIFO Delete After Playback Order 30 Days 4 LIFO Delete After 1 Days Housekeeping Preferences e Delete After Under Delete after set the time in hours after which you want the respective messages to be deleted automatically A value of O disables automatic deletion except for Deleted messages where a value of 0 means immediate deletion The actual deletion is performed during the next idle period that is when there are no calls to or from the Voicemail Pro server e Playback Order Under Playback Order set the order of playback for the respective message types The available options are First in First out FIFO and Last in First out LIFO FIFO is the default option e Message Type The following are the different categories of messages that the housekeeping settings apply to e New messages This status is applied to messages where neither the header nor the message content has been played e Old messages This status is applied to messages where the user has played
274. er for collection by the VRL application See Voice Recording Library 248 Voice Recording Library Authenticated This option should only be used if a VRL application has been installed The file header of the recording files are updated with a cryptographic hash data and then the recording files are placed into a VRL folder for collection by the VRL application See Voice Recording Library 248 8 Click OK 9 Click al to send the configuration back to the IP Office Administering Avaya IP Office Platform Voicemail Pro Page 256 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Administration Recording Calls To set automatic call recording for a hunt group 1 Open IP Office Manager and load the configuration from IP Office 2 In the Navigation pane click ui HuntGroup 3 Select the required hunt group 4 Select the Voice Recording tab Record Inbound Record Time Profile lt None gt v Recording Auto Mailbox v v Auto Record Calls External v 5 Use Record Time Profile to select a time profile that specifies when automatic call recording will be active If not set recording is active at all times 6 Use Auto Record Calls to select whether External or External amp Internal calls are included 7 From the Record Inbound drop down lists select the recording frequency required e None Do not record e On Record all calls if possible e Mandatory Record all calls If recordi
275. er messages to the Exchange server on completion of the recording However the presentation to Outlook and back to the Voicemail Pro server for message waiting indication MWI and access via telephone is delayed by Exchange server processing The delay is typically 1 or 2 minutes The same delay also applies to changes in the message status that affect message waiting indication 8 5 Hunt Group Voicemail Hunt groups must first be set up in IP office You can then use Voicemail Pro to configure the way in which voicemail works for a hunt group Voicemail Provides a number of services for hunt groups e Announcements If a caller is waiting to be answered queuing or the hunt group is in out of hours mode Voicemail Pro server can provide appropriate greetings to callers These greetings can be changed through the normal mailbox controls For details mailbox users can refer Avaya IP Office Mailbox User Guide 15 601131 or Avaya IP Office Intuity Mailbox Mode User Guide 15 601130 See Out of Hours Operation 21 and Configuring Announcements 217 e Using Voicemail Pro queued callers can customize the actions available to them as well as the greeting messages e Voicemail Pro does not control the queuing of calls Queuing is controlled by the IP Office switch that presents queued and still queued calls at the appropriate times and provides the queue position and ETA data e Messaging If voicemail for a hunt group is on the IP Office defaul
276. ervers To run or schedule a backup 1 Using a browser login to the server s web management menus 2 On the Solutions page click on the icon next to the server and select Backup 3 Check that the voicemail server is included in the list of selected servers 4 From the Select Voicemail Pro Sets drop down select the type of backup required The options are e Voicemail Pro Configuration Backup the voicemail server preferences callflows and custom prompts e Messages amp Recordings Backup the mailbox messages and recordings including mailbox name and greeting recordings e Voicemail Pro Full This backup option is a combination of the two options above It is a full backup of the voicemail server e Selective voicemail This option allows selection of which mailboxes to backup It then backs up the messages and recording in those mailboxes The selection of users is done through the User Groups 295i page in the system preferences 5 From Select Remote Server select the existing remote server to which the backup should be sent e To create a new remote server destination select Add New Server The settings for the remote server access are displayed Supported protocols are http https ftp sftp or scp Remote server destinations that you add are saved and then selectable from the drop down list of remote servers for this and other web manager functions 6 If the connection to the remote server requires routing via a proxy server
277. es as text strings it does not differ whether the value is numeric or alphabetic For numeric variables value the value can also be manipulated using the Arithmetic Evaluation 10d option General Entry Prompts Specific Reporting Results Select Generic command v Select Generic command String Manipuation v Select Variable KEY 5 Select Variable For Result SAV Select Dperation Lowercase v e Select Generic command String Manipulation e Select Variable Enter the call variable 80 on which the action should perform an operation e Select Variable For Result Enter the call variable 80 gt which should be used to store the result of the operation e Select Operation Select the operation to be performed on the selected input Depending on the selected operation the additional fields Number of Characters From Position Index From and Char String are displayed Operation Description Example Free Format Command CPO CP1 Copy Return the portion of the string before or STRING CP1 copy CPO 01555364200 0155536420 after the first or last occurrence of the 0 indicated character or characters to match STRING CP1 lt copytofirst 01 CPO 1 STRING CP1 copyfromfirst CPO 5 STRING CP1 copytolast CPO 5 PO STRING CP1 copyfromlast CPO 5 From Position Return the selected number of characters STRING CP1 mid CPO 3 3 01555364200 5
278. es press 1 to play saved messages press 2 to edit your greeting press 3 to direct all messages to e mail press 01 to turn off e mail redirection press FD2 When playing a message to delete the message press 4 to save the message press 5 for forwarding options press 6 to repeat the message press 7 to skip the message press 9 to call back the sender press at the end of your messages to play old messages press 1 to play saved messages press 2 to edit your greeting press 3 to direct all messages to e mail press 01 to send e mail notifications press 02 to turn off e mail functions press 03 to change your access code press 04 To forward message to e mail press 1 to forward message to other extensions press 2 to add a header message press 3 to send message into your saved messages list press 4 to skip this forwarding press User configure options To edit forwarding number press 1 to edit follow me number press 2 to set call forwarding press 3 to set voicemail press 4 to set do not disturb press 5 to edit voicemail access code press 6 to edit voicemail reception press 7 to set voicemail e mail mode press 8 to edit voicemail call back number press 9 Hunt group configure options To set voicemail press 1 to edit voicemail access code press 2 to set voicemail e mail mode press 3 to set service mode press 4 Invalid entry please try again That destination is unavailable lae wv was wig s
279. es such as KEY and the following arithmetic operators in addition to and brackets e Multiply by e Divide by e Modulus remainder after division e Add e Subtract e Bitwise exclusive or KOR Does a binary comparison of the decimal inputs returning a 1 for each bit if only one of the corresponding input bits is 1 otherwise returning 0 for the bit e If the values being evaluated are integers for example 123 the result will be an absolute integer value For example 123 2 will result in 61 e If any value being evaluated is a decimal for example 123 0 the result will be a 6 decimal place value For example 123 0 2 will result in 61 500000 Free Format Equivalent This action creates a free format command 105i such as EVAL CPO CP1 CP2 5 In this example the current values of CP1 CP2 plus 5 are added and then stored as CPO Administering Avaya IP Office Platform Voicemail Pro Page 100 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Basic Actions 6 5 1 2 Change Callers Priority This Generic command changes the call priority of a call The priority value is retained when the call is transferred back to the IP Office system e When the system presents calls to a hunt group on the IP Office IP Office uses the call priorities followed by the call waiting times to order the calls in the queue By default internal callers are assigned Low priority wh
280. ess or fully qualified domain name of the target server e Test Connection When clicked the server will test the connection using the current settings and report the results 10 1 7 Syslog Use the Syslog tab to configure the voicemail server to write syslogs records to a syslog server The records can include alarms events and changes in operation of the voicemail server Enable Syslog General S Email Housekeeping IP Address Port SNMP Alarm 0 0 0 514 Outcalling Voicemail Recording Syslog Syslog Preferences e Enable Syslog Default Off Select whether the voicemail server should send Syslog records e IP Address Set the IP address of the destination Syslog server e Port Default 514 Set the UDP port on which the destination server is known to listen for incoming Syslog reports Administering Avaya IP Office Platform Voicemail Pro Page 293 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 10 1 8 Alarms The voicemail server can be configured to make alarm calls to users This is done by directing a caller to an Alarm Set 154 action in a callflow As an administrator you can also view the alarms that have been set and also edit those alarms You can also manually add additional alarms Alarms can also be viewed and edited using the Voicemail Pro client 481 e The Voicemail Pro is limited to 2 outgoing alarm calls at the same time subject to voicemail port availability Any additional a
281. ether as stand alone products or pre installed on hardware products and any upgrades updates bug fixes or modified versions Licenses THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE HTTP SUPPORT AVAYA COM LICENSEINFO ARE APPLICABLE TO ANYONE WHO DOWNLOADS USES AND OR INSTALLS AVAYA SOFTWARE PURCHASED FROM AVAYA INC ANY AVAYA AFFILIATE OR AN AUTHORIZED AVAYA CHANNEL PARTNER AS APPLICABLE UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA CHANNEL PARTNER UNLESS OTHERWISE AGREED TO BY AVAYA IN WRITING AVAYA DOES NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED FROM ANYONE OTHER THAN AVAYA AN AVAYA AFFILIATE OR AN AVAYA AUTHORIZED AVAYA CHANNEL PARTNER AVAYA RESERVES THE RIGHT TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE USING OR SELLING THE SOFTWARE WITHOUT A LICENSE BY INSTALLING DOWNLOADING OR USING THE SOFTWARE OR AUTHORIZING OTHERS TO DO SO YOU ON BEHALF OF YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING DOWNLOADING OR USING THE SOFTWARE HEREINAFTER REFERRED TO INTERCHANGEABLY AS YOU AND END USER AGREE TO THESE TERMS AND CONDITIONS AND CREATE A BINDING CONTRACT BETWEEN YOU AND AVAYA INC OR THE APPLICABLE AVAYA AFFILIATE AVAYA Avaya grants you a license within the scope of the license types described below with the exception of Heritage Nortel Software for which the scope of the license is detailed below Where the order documentation does not expressly identify a license ty
282. eting Please enter a number between G0087 G0088 G0089 G0090 G0091 Days G0092 For today G0099 Not configured G0100 GO101 Inactive G0102 Desk G0103 Home G0104 MR G0105 G0106 Delegate 60107 G0108 G0109 GO110 G0111 Escalation Go112 G0113 GO120 For none GO121 For internal G0122 G0123 G0124 For mobile 0125 For temporary G0126 For delegate Administering Avaya IP Office Platform Voicemail Pro Page 385 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 For the next FU G0045 G0046 0047 Goost AA Go0s2 03 Go0s4 AA Gooss Goo61 AA 002 0 G0064 Goo65 0071 AA 0072 60073 0074 G0075 Goo76 AA G0080 ei AA 0082 GO083 AA G0084 Go0o85 Goose Go0s7 cooss GO089 AA Go090 Goo91 AA 002 0 AA Go100 Go101 AA Go102 0103 G0104 G0105 60106 G0107 60108 Go109 60110 Goi coz GO113 Go120 0 G0121 60122 60123 AA 60124 AA 60126 WAV File Intuity Prompt G0127 For secretary G0128 GO129 For SMS 0130 G0131 For escalation G0140 G0141 For help G0142 For help at any time G0143 G0144 G0145 G0147 G0148 G0149 G0150 G0151 G0152 G0153 G0154 GO155 GO156 G0157 G0158 G0159 G0160 G0161 G0162 Please input your 60163 G0185 G0186 G0187 Between G0188 G0191 Is active G0192 G0193 G0194 Is not set G0195 G0200 G0201 G0202 G0203 G0204 G0205 G0206 Number G0207 G0208 G0209 GO210 Fo
283. ever it is still useful if the Voicemail Pro is using Intuity mailbox mode as it gives quick access to users to re record their names Modules gt Record Name Newt i t BETH 3 DD Record Name Record Name ex Next 1 In Voicemail Pro a new module called Record Name was added 2 A Record Name action was added 3 In the General tab of the Record Name action s properties we set the Pin as The means that caller s must enter their voicemail code in order to use the action Properties for Record Name x General Entry Prompts Specific Reporting Results Token Mame Record Name Description ces _ Hw 4 The Specific tab was left set to the Caller s Mailbox 5 The module was saved and made live To add a Shortcode 1 In IP Office Manager a new system short code was added In this example we chose 74 and then entered the details as shown in the table a code 74 Feature Voicemail Collect Telephone Number Record Name Line Group Id 0 Locale Leave blank Force Account Code Leave blank 2 After merging this back into the IP Office users can dial 74 at their extension to record their mailbox name Administering Avaya IP Office Platform Voicemail Pro Page 336 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Voicemail Pro Examples Dial by Name 11 3 3 Using the Name Table It is possible to create a service that provides access to re record the name of any
284. expressly stated otherwise no use should be made of materials on this site the Documentation Software or hardware provided by Avaya All content on this site the documentation and the Product provided by Avaya including the selection arrangement and design of the content is owned either by Avaya or its licensors and is protected by copyright and other intellectual property laws including the sui generis rights relating to the protection of databases You may not modify copy reproduce republish upload post transmit or distribute in any way any content in whole or in part including any code and software unless expressly authorized by Avaya Unauthorized reproduction transmission dissemination storage and or use without the express written consent of Avaya can be a criminal as well as a civil offense under the applicable law Virtualization Each vAppliance will have its own ordering code Note that each instance of a vAppliance must be separately ordered If the end user customer or Avaya channel partner would like to install two of the same type of vAppliances then two vAppliances of that type must be ordered Each Product has its own ordering code Note that each instance of a Product must be separately licensed and ordered Instance means one unique copy of the Software For example if the end user customer or Avaya channel partner would like to install two instances of the same type of Products then two Products of that type must
285. extension POT port You are then ready to configure the analog extension for fax use To configure an analog extension number for fax use 1 In IP Office Manager display the extension details for the extension that you are using for the fax 2 View the Extn tab 3 In the Caller Display Type field select DTMFF Extn Analogue Extension Id 78 Base Extension 202 Caller Display Type DTMFF v Reset Volume After Calls E Device type Analogue Handset Module BP Port 2 3 View the Analogue tab 4 Set up the incoming DDI routing of calls to specific users as required Extn Analogue M Equipment Classification r Flash Hook Pulse Width M Use System Defaults Quiet Headset Paging Spesker Minimum Width 20 ms ie Standard Telephone Maximum Width 0 ms C Door Phone 1 Door Phone 2 r gt Message Waiting Lamp Indication Type C IVA Port None v Hook Persistency 100 ms e Tip If the fax board can support multiple lines you can configure them as a group The group number can then be used as the fax destination instead of an individual extension number The next step is to set the Voicemail Pro system fax number See Setting the Voicemail Pro System Fax Number Administering Avaya IP Office Platform Voicemail Pro 350 Page 354 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Voicemail Pro Examples Fax Server Configuration 11 5
286. f KEY To enter a value without waiting for the timeout to expire the user can be prompted to enter a value and then press Results This action will have results for connection to following actions in the call flow based on the selected options on its Specific tab plus a No Match and Timeout result Administering Avaya IP Office Platform Voicemail Pro Page 160 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Condition Actions e No Match This result is used if no match is found iy Test Variable La e Timeout This result is used when KEY is specified as the variable to match and no match occurs within the specified timeout period e This connection is followed immediately the caller hangs up if the Start 9 action option Complete seguence has been selected Administering Avaya IP Office Platform Voicemail Pro Page 161 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 6 10 5 Increment and Test Counter B Increase the values of a COUNTER variable by 1 and then test whether its new value matches a target value The voicemail server provides counter variable COUNTERI to COUNTER15 These can be used in the same way as other call variables They can also be manipulated using Generic 99 action commands for Set Counterl1061 Clear Counter 104 Counter Decrement 10 and Counter Increment 105 They can also be used with the Decrement and Test Counter 16 and In
287. f the Trash folder Moving a deleted message out of the Trash folder automatically changes it to read nl Saved message Setting a message as saved stops it being automatically deleted after a period of time e Priority message This icon is added the message icon to indicate that the caller has set the message as a priority message Controls e LI Select Before performing many actions such as saving deleting or forwarding you can select the messages to which the action should be applied e The select box at the top of the list of messages can be used to select deselect all messages on the currently displayed page H Save Change the status of the selected messages to saved Mark as read Change the status of the selected messages to read Changing the status of a message will override its previous status including those marked as saved A Mark as unread Change the status of the selected messages to unread Changing the status of a message will override its previous status including those marked as saved 3 Forward Forward a copy of the selected message to another mailbox When clicked the type of mailbox user or hunt group can be selected You can select multiple target mailboxes from the list displayed Though private messages are not indicated in the view they cannot be forwarded X Delete Delete the selected messages Manually deleted messages remain visible until the Voicemail Pro server next performs its m
288. f these settings as indicated below can be changed using a Personal Options Menu 128 action Any user or group configuration changes made using this method are written to the file AuditTrail txt on the Voicemail Pro server computer C Program Files Avaya IP Office Voicemail Pro VM Logs AuditTrail txt The file includes the time date details of the change and the CLI of the caller making the change General Entry Prompts Specific Reporting Results Select Generic command v Select Generic command Change User or Group Configuration v Operation Get v From User Group Mailbox Parameter Absent Message Oto 11 v Select Variable For Result e Select Generic command Change User or Group Configuration e Operation Select whether the command should Get a value from the IP Office configuration or Set a value in the configuration When Get is selected the Select Variable For Result option is shown as a reminder that the value obtained is saved into the Voicemail Pro SAV variable e From User Group Mailbox Select the IP Office user or mailbox whose configuration settings the command accesses e Parameter Select the IP Office configuration setting that is being got or set For full details of the operation of these settings refer to Avaya IP Office Manager manual Parameter User Hunt Parameter Values Free Format Personal Group Parameter Name Configurati on Action 0 N
289. f you are using Voicemail Pro in a distributed environment a distributed server delivers a recorded message to the central Voicemail Pro server on completion of the recording However the presentation to the Voicemail Pro server for message waiting indication MWI and access via telephone might be delayed because of the internal processing of the message and the network latency The delay might be up to 2 minutes in high traffic situations Administering Avaya IP Office Platform Voicemail Pro Page 182 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 System Preferences Email 7 4 Housekeeping These preferences are used to e Set the duration after which voicemail server automatically deletes different types of messages and recordings e Set the default playback order for the different types of messages and recordings General Directories Email Housekeeping SNMP Alam Voicemail Recording Bac gt Delete after Playback Order New messages 0 gt hours FIFO X Old messages 30 days LIFO M Saved messages 0 2 hours LIFO M Unopened messages 0 S hours FIFO X New recordings 0 hours FIFO Old recordings 30 days LIFO X Deleted messages 1 days Housekeeping Preferences e Delete After Under Delete after set the time in hours after which you want the respective messages to be deleted automatically A value of O disables automatic de
290. ffice Platform 9 1 15 601063 Issue 10c 09 December 2014 Sample scenario Three IP Offices located in different time zones connect to each other Two of the IP Offices located in different geographical locations connect to the central IP Office The central IP Office connects to a central Voicemail Pro server and the other IP Offices connect to the Distributed Voicemail Pro servers Each IP Office is set up to use SNTP or None as a time source Distributed Voicemail Pro Backup Server Voicemail Pro Server India GMT 5 30 Central IPO New York p GMT 5 00 Distributed a Voicemail Pro Distributed Server Voicemail Pro Server IPO 1 IPO 2 Athens Hawaii GMT 2 00 GMT 10 00 cyipdvmp LAO 071111 Note As specified in the Distributed Voicemail Pro setup and the Centralized Voicemail Pro setup scenarios set the time source of the IP Office network to SNTP or None If you use Voicemail Pro as the time source for any IP Office system in the network the Centralized Voicemail Pro reverts to use the local time to calculate time International Time Zone Scenarios The various scenarios in which the International Time Zone support capability functions work on the Voicemail Pro servers are Call Answering When you call a user located in a different time zone and leave a message in the mail box of the user the system calculates the time stamp associated with the call answering using the UTC time and the l
291. fic agent or a hunt group Settings 1 Click the g Telephony Actions icon and select a Predictive Call Script 2 The General 9 Reporting 95 and Results 971 tabs are standard tabs available to all actions 3 On the Specific gt General tab General Specific Reporting Results Call Analysis Timeout secs 30 S FCC Support Key s to press for Do Not Call Prompt to play For virtual jobs key s to press for callflow e Call Analysis Timeout secs Set the timeout period for the call progress analysis After the set time period is over the call gets connected to an agent The CPA timeout must be long enough to properly allow the detection of all possible progress tones and prevent connecting non live calls to agents If the primary goal is to connect the call to an agent in all circumstances the timeout can be reduced to a small number e Keys s to press for Do Not Call Set the keys for a customer to press to get added to the DNC list e Prompt to play Set the prompt to be played to a customer who opts for DNC e For virtual jobs key s to press for callflow Set the keys for a customer to press to opt out of a virtual call and be transferred to an agent Administering Avaya IP Office Platform Voicemail Pro Page 145 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 4 On the Specific gt Outbound Queue tab General Specific Reporting Results While a pers
292. fice Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Telephony Actions 6 8 2 Route Incoming Call PAE ay The Route Incoming Call action assists you to branch a call flow based on whether the call is internal or external Settings wu i 1 Click the Telephony Actions icon and select Route Incoming Call 2 The General 9 Entry Prompts 924 Reporting 9 and Results 9 tabs are standard tabs available to all actions 3 There is no Specific tab for this action Results This action has the following results which can be connected to further actions it e Internal T ere This result is used for internal calls Internal e External External This result is used for external calls 6 8 3 Route by Call Status 3 The Route by Call Status action assists you to branch a call flow based on the reason that the original IP Office target for the call did not answer it for Settings 1 Click the g Telephony Actions icon and select e Route by Call Status 2 The General 9 Entry Prompts 924 Reporting 95 gt and Results 974 tabs are standard tabs available to all actions 3 There is no Specific tab for this action Results This action has the following results which can be connected to further actions Route by Call Status No Answer This result is used for calls routed to the Voicemail Pro server because the original No Answer target user or hunt group was ru
293. fice Platform Voicemail Pro Page 243 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Creating a Matching Short Code A short code was needed that could be used to route callers to the SelfSelect module 1 Start IP Office Manager and receive the configuration 2 A new system short code was added so that it would be available to all callers The short code 80 was set up as shown in the table Code 80 Feature Voicemail Collect Telephone Number SelfSelect Line Group Id 0 3 The entry SelfSelect indicates the name of the Voicemail start point for the call in this case the VoicemailProSelfSelect module 4 For a module start point the is optional Using it provides a short period of ringing before the module actions start This is useful if manually transferring a caller as otherwise they may miss the start of the module s entry prompts 5 The new configuration was merged 6 At any extension the routing can be tested by dialing 80 We can then wait to be transferred to reception or dial the extension or group that we want Using the Module The short code 80 can now be assigned or the path VM SelfSelect to whichever method the user wants to transfer callers to the voicemail service A further suggestion is to provide a system short code to deal with callers who dial an invalid extension number For our example a short code 2 SelfSelect VoicemailCollect would reroute such callers back to the SelfSel
294. fice Manager or web manager load the user settings and select the Voicemail tab 2 Ensure that a Voicemail Code is set Though not used for Exchange integration it is used for other UMS Web Services functions 3 In the Voicemail Email field enter the user s email address on the Exchange server 4 Set the Voicemail Email Mode to Forward 5 Enable the UMS Web Services option 6 Click Update Administering Avaya IP Office Platform Voicemail Pro Page 371 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 12 4 Exchange Mailbox Operation UMS can be configured to use a user s Exchange server email account as the user s voicemail message store rather than the voicemail server The user can then see and playback messages through their email inbox amp Inbox Microsoft Outlook o x File Edit View Go Tools Actions Help Type a question for help yy anew Po XX Reply QReplytoAll amp Forward 29 Sa Send Receive K El Search address books v a oa Se Mail Inbox ie Play a3 Play on Phone 4 Edit Notes Favorite Folders a y 2 27i Voicemail Message Extn2205 gt Extn2207 From 2205 3 3 Reg Arranged By Date Newest on to ri 9 9 Unread Mail a p Administrator 0 LJ Sent Items 2 E Last Week Sent Thu 23 04 2009 15 04 Ww Mail Folders a z 2 tS Administrator Wed 29 04 0 agentl All Mail Items X oicemail Message Extn3103 gt Ext
295. fice User Configuration 371 12 4 Exchange Mailbox Operation lt lt lt lt 372 13 Appendix UA SMTP LOGGING aeii deat aee a 374 13 2 Voicemail Pro SYSIOGS wwwwwwwmammmamaamzza 375 Administering Avaya IP Office Platform Voicemail Pro IP Office Platform 9 1 Contents 13 3 SFTP Host Key Verification 375 13 4 Prom ptSisse och si yrn US 375 13 4 1 US English Intuity PrOmptS w wwwewa 375 13 4 2 English Non Intuity Prompts 390 13 5 GlOSSAlY n en uu Rd Cw da eet ate 396 13 5 1 Centralized Voicemail Pro Server 396 13 5 2 Distributed Voicemail Server 396 13 93 MAP herraren O Y yd adf 396 TISA SNTP i ite Ge id G0 IL uo 396 13 5 5 VAN Ma I GGH FRI ese SS 396 LEAR iin diu OL du eine Dae 396 14 Document History INDEX eii i eu Gen ded O GY DD AA 399 Page 7 15 601063 Issue 10c 09 December 2014 Chapter 1 Voicemail Pro Administration Administering Avaya IP Office Platform Voicemail Pro Page 9 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Voicemail Pro Administration 1 Voicemail Pro Administration This manual covers general Voicemail Pro administration Due to the flexibility of the product it is not exhaustive but it provides examples for most aspect of voicemail server configuration and usage It is mainly focussed on the
296. files are placed into a VRL folder for collection by the VRL application See Voice Recording Library 248 8 Click OK 9 Click al to send the configuration back to the IP Office Administering Avaya IP Office Platform Voicemail Pro IP Office Platform 9 1 Page 258 15 601063 Issue 10c 09 December 2014 Administration Recording Calls To set automatic call recording for an outgoing account call 1 Open IP Office Manager and load the configuration from IP Office 2 In the Navigation pane click amp Account Code 3 Select the required account code 4 Select the Voice Recording tab Record Outbound On v Record Time Profile v Recording Auto Mailbox v lt None gt v 5 From the Record Outbound drop down lists select the recording freguency reguired e None Do not record e On Record all calls if possible e Mandatory Record all calls If recording is not possible return busy tone to the caller e xx Record calls at intervals matching the set percentage eg for every other call for 5090 e For inbound calls recording will not take place if the call also goes to normal voicemail 6 Select the Recording Time Profile is reguired If not set recording is applied at all times 7 The Recording Auto option is available for IP Office Release 4 1 and later For earlier releases the destination is always the mailbox of the user making the call e Mailbox This is the default option When se
297. fined in the Entry prompt page 2 The gueue position Custom or Standard 3 Any prompts defined below Custom Number Prompts Prompts played after the position de ty X PY tX ay Prompt Number Length s Order Prompt Length s 4 In Custom Number Prompts list click We to add a custom queue position prompt You can add up to 100 prompts numbers from 0 to 99 can be recorded for a queue action Administering Avaya IP Office Platform Voicemail Pro Page 170 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Queue Actions 5 In Prompts played after the position list click nn to add any other prompts that you want to be played after the position 6 Click OK Results This action has the following result which can be connected to a further action ueue Position Next rer Route the call to a following action in the call flow This connection can be followed even Next after the caller has hung up if the Start 984 action option Complete sequence has been selected Administering Avaya IP Office Platform Voicemail Pro Page 171 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Chapter 7 System Preferences Administering Avaya IP Office Platform Voicemail Pro Page 173 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 7 System Preferences A number of preferences control the operation of the voicemail server For a Windows based se
298. g The CLI to be associated with the message Return Value The name of the new message String Administering Avaya IP Office Platform Voicemail Pro Page 310 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Voicemail Pro Examples Using VB Script 11 1 2 3 FullFilename Method This method is used to translate the shortcut filename to the equivalent fully qualified path for the file Method Voice FullFilename file Parameters e file String This contains the name of the file to be translated If the fully gualified path is specified drive path file then the full specified path is used otherwise the file is relative to the specified locale within the WAVS directory e GREETING greeting Plays out the greeting stored within the greetings directory The WAV extension is automatically appended e ACCOUNTS mailbox message Plays out the message stored within the specified mailbox The WAV extension is automatically appended e CAMPAIGN campaign message Plays out a campaign message stored within the specified campaign The WAV extension is automatically appended Return Value The equivalent fully qualified path for the specified file String 11 1 2 4 GetCallingParty Method This method can be used to obtain the CLI from the current call O Parameters e digid Long Default 0 The connection for the voicemail session Return Value The CLI value associated with the specified voicemail sessi
299. g Between Offline and Online Mode 27 2 7 Administrator ACCOUNTS ceesseeeseeeeesneeeeeneeteneeees 28 2 7 1 Changing PaSSWword ecceeseeseeeteteteeeeeeneees 28 2 7 2 Editing Local Admin Accounts 28 2 7 3 Editing IP Office Security USers 31 2 8 Configuring Failback OptioN wwwwwmmmmmmwa 32 2 9 Saving CHANGES ecceeeceeeeeeeeeeeeeeeteaeeeeetseesseeeeaeeeaes 32 2 10 Including Other FileS ceeceeeeeseeeeeeeeeenresteeeeeeeees 33 2 11 Importing or Exporting Data 34 2 11 1 Importing Datassist 34 2 11 2 Exporting Data eee eeseeeeseeeeeneeeeeeneeeeeees 36 2 12 Closing DOWN waziri eee einen 36 2 13 Using the Navigation and Details Panes 38 2 13 1 Users GrOupS ccceeeseeseeeeeeeeseeteneeeeeeeeaeees 39 2 13 2 Voicemail Pro Administrators 45 2 13 3 Server OUCUES wwsswaamwnzwaamaawazwaninawazea 46 2 13 4 Distributed VoicemailS 49 2 13 5 Eventing NotificationN z 50 2 14 Tonia SIA 50 2 15 Viewing Call Flows as TOKE wwwwmmemammmamamwmwa 51 2 16 Backup and Restore Functions 52 2 16 1 Immediate Backups 52 2 16 2 Scheduling BackupS wwswwmamamwmamaa 54 2 16 3 Restoring backups ssswmasmmnamimanimaamia 56 Zi AN enu nunca tenets Ri ks 58
300. g Warning 248 e Calls are received A call flow containing an announcement can be created so that all callers hear a mandatory announcement The announcement is played before the call is answered See Mandatory Announcement Example 26h e Calls are queuing against a user s extension Users can configure their personal announcements When a user s extension is busy any new calls are held ina queue against the busy extension until the No Answer Time is reached The caller will hear the user s personal announcement before being transferred to voicemail if available See Personal Announcements 26 9 3 1 Mandatory Announcement Example The screen below shows an example of a call flow that plays an announcement to any caller to the sales hunt group Callers entering at this start point cannot bypass the announcement Specific Start Points Users EF A Groups 1 Gy Short Codes Start Point YA Default Start Points A Voicemail Pro Administrators Modules gt Sales E The Entry Prompt of the transfer action contains the announcement After the announcement is played the caller is transferred to the sales hunt group as specified in the Specific tab See Transfer Action 134 Once the call flow has been created IP Office needs to be configured so that callers are transferred to the call flow In IP Office Manager the destination for the incoming call route is entered as VM Sales The incoming call
301. gain To join them in an immediate conference press 1 to accept 2 to decline and 3 if the delegate is not available conf_13____ Has requested To join in an ad hoc conference press 1 to accept 2 to decline and 3 if the delegate is not available Has declined the offer to attend the conference Is not available Administering Avaya IP Office Platform Voicemail Pro Page 390 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Appendix Prompts WAV File Non Intuity Prompt conf_20 conf_24 conf_22 conf_23 conf_24 bror on_02 bn_03 bn_04 bn_05 on_06 on_07 bn 10 bn 11 on 12 on 13 bna bn 15 on 16 on 17 bn 18 bn 19 on_20 bn 21 bn_22 bn_23 dom_01 wav Day of month ordinal numbers 1st to 31st dom_31 wav ow_01 ow 02 ow 03 ow_04 ow_05 ow_06 ow 07 Eoc 1 EOC 2 int_na Mr o1 vr 02 TET ivr_04 Enter form entries with the sign to terminate each line Press at the end to complete the form ivr_05 ivr_06 ivr_07 ivr 08 ivr 09 ivr 10 ivr_11 ivr_12 ivr_13 ivr_15 Administering Avaya IP Office Platform Voicemail Pro Page 391 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 WAV File Non Intuity Prompt ivr_16 ivr_17 ivr_18 Parameter is disabled ivr_19 Parameter is enabled press 2 to disable Parameter is enabled Parameter is disabled press 1 to enable Press 1 to change press to cancel Enter new number after the tone
302. ge 237 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 9 Administration 9 1 Routing Calls to Voicemail There are different methods by which callers can be transferred to voicemail The transfer can be used to route the caller to a specific mailbox to leave or collect messages or to a particular Voicemail Pro start point The sections that follow describe the use of Voicemail Collect short codes and VM paths as telephone numbers These can then be applied to dialing and DSS keys SoftConsole An example Voicemail Pro module is included which the transferred caller can use to select the extension to which they want to talk or leave a message e VM versus Short Codes The VM method is easier to deploy For IP Office applications such as SoftConsole it can be used without the need to access and change the IP Office configuration using IP Office Manager However the disadvantage is that VM cannot be dialed from a physical telephone Short codes have the advantage that they can be dialed at an extension once set up through IP Office Manager Administering Avaya IP Office Platform Voicemail Pro Page 238 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Administration Routing Calls to Voicemail 9 1 1 Routing Calls to Voicemail If a user has voicemail switched on calls will be automatically routed to voicemail if either 1 The extension is busy and call waiting has not been enabled 2 The user has do n
303. ge waiting indication MWI is provided for hunt groups If required indication can be enabled for specific users including users who do not belong to the hunt group If the user is not a member of the hunt group a voicemail code is also required This is entered in the Voicemail Code field on the Hunt Group gt Voicemail tab in the IP Office s configuration Alternatively the user can be made a member of the group but have their membership set to disabled This provides them access to the group mailbox without receiving group calls Depending on the type of telephone or IP Office application they are using users who receive hunt group message waiting indication can choose any of the following methods to collect messages e Visual Voicemail If the user has visual voicemail on their phone the name of the hunt group appears in the visual voice display along with the number of messages details e one X Portal for IP Office If the one X Portal for IP Office application is used the group name and number of new messages is displayed in the Messages gadget Use the Messages gadget to access the group mailbox e Voicemail Ringback If a user has voicemail ringback enabled ringback will occur for new group messages as well as new personal messages Ringback for personal messages takes place before any ringback for new group messages To configure hunt group message waiting indication 1 Open IP Office Manager 2 In the Navigation pane click i User a
304. gt Whilst these options can be used with a Linux based server it is recommended that the backup and restored options available through the Linux server s web management menus 299 are used instead Data Backup Date amp Time 05 09 2014 15 2 VMProBackup_Immediate4_2014 9 5_ 3 05 09 2014 15 2 VMProBackup_lmmediate63_2014 9 5 1389 Last Run 05 09 2014 15 26 36 Type Immediate Next Run Type BackupNow Configure e The Data Backup section displays details of the previous backups The list only includes those backups that are saved on the computer running the client To refresh the list close the System Preferences dialog box and open the dialog box again e Last Run amp Type The time and type of the previous backup e Next Run amp Type The time and type of the backup that is scheduled to run next If a backup is already in progress the Next Run field displays Active e Restore Click Restore to restore the voicemail data and settings from a backup For details see Restoring backups 561 If you connect to a Linux based Voicemail Pro server or to a Windows based Voicemail Pro server that is not running on the same computer as the Voicemail Pro Client the Restore button is not available e Backup Now Click Backup Now to take an immediate backup of the voicemail data and settings For details see Taking an Immediate Backup 521 e Abort If a backup is already in progress the
305. guration settings mailbox configuration settings outcalling configuration settings and custom recordings e Campaigns The responses received for campaigns e Callflows Modules amp Conditions The callflows modules conditions and meta information for campaigns e Module Recordings The recordings for the various modules e System Settings The settings like Voicemail Pro settings COS settings debug settings and so on 7 To save the backup files locally enter a local file path that is C filepath or a remote file path in UNC format that is server filepath in Location e Windows Server default path C Program Files x86 Avaya IP Office Voicemail Pro Backup Scheduled e Linux server default path opt vmpro Backup Schedule e Ona Unified Communications Module the paths media sdb1 and media sdc1 can be used to access the modules USB slots 8 If you want to save the backup files to a remote FTP server select Remote Backup Configuration and proceed as follows e Enter the host name or the IP address of the remote FTP server in Remote FTP Host Administering Avaya IP Office Platform Voicemail Pro Page 52 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Using the Voicemail Pro Client Backup and Restore Functions e Enter the absolute FTP path of the folder on the remote FTP server in Remote FTP Location e Enter the FTP user name in FTP User Name e Enter the FTP password in FTP Password e If you
306. h the Exchange servers using EWS See Exchange Server Integration 368 Account User Name Account Domain Account Password VMProServiceAdmin vm2 com Authentication Type Basic Administering Avaya IP Office Platform Voicemail Pro Page 285 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 SMTP SENDER These settings are used for the sending of SMTP emails There can be multiple entries with the entry matching the senders email address domain used or the first entry if not match occurs The first entry in the list is also used for information exchange with other voicemail servers Logging YES Domain Server Port identifier Authenticat User Password test com mail test com 25 me test com CRAM MD5 me wv f e Logging If selected SMTP logging 374 by the server is enabled e Servers This section is used to enter details of the SMTP server or servers to which the Voicemail Pro server sends its messages Click on the icon to add another entry using the settings below The and v icons can be used to adjust the order of the entries when several SMTP servers are specified e Mail Domain This field is used differently depending on whether it is the first entry in the list or not e For the first server entry in the list This is the default outgoing e mail setting It also sets the mail destination domain on which the Voicemail Pro server filters incoming messages see below and so is repe
307. he changes 6 Click a to merge the configuration back to the IP Office Administering Avaya IP Office Platform Voicemail Pro Page 200 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Mailbox Access and Configuration User Voicemail Access 8 4 Mailbox Access Methods Mailbox owners can access their mailbox and messages in a number of ways Standard IP Office Mailbox Mode 205 Voicemail Pro can also be set to run in this mode rather than Intuity emulation mode Intuity Mailbox Mode 20 This is the default mode for Voicemail Pro It provides through a series of spoken prompt menus an IP Office emulation of many of the Avaya Intuity features Visual Voice 206 This is a system of display menus rather than spoken prompts that can be used to access a mailbox one X Portal for IP Office 205 Using the voicemail profile in one X Portal for IP Office application a user can switch voicemail and voicemail ringback on off The one X Portal for IP Office application also provides full visual access to a user s voicemail and the users can play back and control messages through their computers UMS Web Voicemail 207 Using this method users can access their mailboxes using a web browser The user must be configured for UMS The feature is licensed UMS IMAP E mail Access 21 Using this method users can access mailbox messages through an IMAP compatible e mail program The user must be configured for UMS The fea
308. he list can be used to manually change the value of a variable Administering Avaya IP Office Platform Voicemail Pro IP Office Platform 9 1 Page 38 15 601063 Issue 10c 09 December 2014 Using the Voicemail Pro Client Using the Navigation and Details Panes 2 13 1 Users Groups When you click on Users or Groups in the left hand navigation pane the right hand pane displays information about the user or group mailboxes W Voicemail Pro Client Intuity File Edit Actions Administration Help ARB 8 Sit ANF SE B w amp M B i oO Doc IP500v2 4 10 136 80 22 2 Specific Start Points NEVER ACCESSED Disallowed 0 2 Groups 0 NEVER ACCESSED Disallowed 0 0 NEVER ACCESSED Disallowed 0 Predictive Calls Extn202 0 NEVER ACCESSED Dis 0 ca Short Codes Add Start Points NEVER ACCESSED Offline NEVER ACCESSED Disallowed YA Users NEVER ACCESSED Disallowed H Default Start Points oO Voicemail Pro Administrators H oO Server Queues oO Distributed Voicemails oO Eventing Notifications View Mailbox Details NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed 08 07 2010 15 12 Offline NEVER ACCESSED Offline NEVER ACCESSED Disallowed NEVER ACCESSED Disallowed NEVER AC
309. hich the Voicemail Pro MAPI proxy has been installed The installer for the MAPI proxy can be downloaded from the App Center pages of the Linux server s platform menus Housekeeping SNMP Alam Outcaling Voicemail Rec gt MAPI Service MAPI SMTP Sender SMTP Receiver Enter the location TCP address and TCP port of the Windows based PC where the Voicemail Pro MAPI service is located Address ipaddress Port 50792 e Address Enter the IP address or fully qualified domain name of the server onto which the MAPI proxy has been installed e Port Set the address to use for connection to the MAPI client The default is 50792 7 3 2 MAPI This form is used to configure MAPI settings for use by the a Windows based voicemail server For Linux you must use the MAPI Service 177 tab to configure the IP address and port of the MAPI proxy service General Directories Em Email Housekeeping SNMP Alam Outcaling Voicemail Reo SMTP Sender SMTP Receiver Enable MAP e Enable MAPI Selecting this option will switch the Voicemail Pro server to using MAPI for its e mail options rather than SMTP e Profile This is used to select the MAPI e mail account the Voicemail Pro server should use to provide visibility to the e mail account mailboxes for which it requires access The profile must exist within the MAPI e mail client on the server computer and must be useable by the Windo
310. his text at rate 5 lt rate gt and this text as normal e lt rate absspeed 5 gt Speak subsequent text at rate 5 e lt rate speed 5 gt Drop the current speech speed by 5 e SSML tag Prosody Attributes This tag includes the following attribute This attribute does not support negative values e rate Sets the rate of the speech ranging from 0 to 10 with 0 being normal speech Examples e Absolute rate lt prosody rate default gt lt prosody rate 5 gt Speak this text at rate 5 lt prosody gt e Relative rate lt prosody rate 5 gt Increase the current speech speed by 5 lt prosody gt Pitch Controls the pitch at which the text is spoken e SAPI Tag Pitch Attributes This tag includes one of the following attributes e absmiddle Sets the absolute pitch for the speech in a range between 10 and 10 with 0 being normal speech e middle Sets a pitch change that is added to the current speed Examples e lt pitch absmiddle 5 gt Speak this text at pitch 5 lt rate gt and this text as normal e lt pitch absmiddle 5 gt Speak all following text at pitch 5 e lt pitch middle 5 gt Drop the current speech pitch by 5 e SSML Tag prosody Attributes This tag includes the following attribute e pitch Sets the pitch of the speech ranging from 10 to 10 with 0 being normal speech Examples e lt prosody pitch default gt lt prosody pitch 5st gt Speak this text at pitch 5 lt prosody gt e lt p
311. hunt group mailbox select the user or hunt group in the Action Data field Click OK to save the button details for the selected user Repeat for any other users Click al to save the changes back to the IP Office system Administering Avaya IP Office Platform Voicemail Pro Page 198 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Mailbox Access and Configuration User Voicemail Access 8 3 3 Giving Users Access from Any Extension Access to mailboxes from any extension can be given is several ways Note however that both methods below will only work if either the mailbox has a voicemail code set or the number from which the call is being made is set as a trusted source 200 for that mailbox To give a user access from any extension To enable users to log in to their voicemail from any extension set up short codes and associate them with the users extension numbers For example if the short code 90 is associated with the user extension 201 the user can dial 90 from any extension and enter the voicemail code to access the voicemail messages 1 Open IP Office Manager 2 Set up a short code for example 90 Code 90 Feature Voicemail Collect Telephone Number Extn201 Line Group ID 0 To give all users access from any extension To give all users access to voicemail from any extension you can use an anonymous short code When a user dials the short code from any extension they will be prompted for
312. ic The backup server initiates the failback operation immediately after the specified timeout period or after all the active voicemail calls on the backup server come to an end whichever occurs first If you select Automatic Failback set a timeout maximum 60 minutes for the failback operation 3 Click OK 2 9 Saving Changes Using Voicemail Pro Client you can make changes to call flow settings and can save the changes To apply the changes to the Voicemail Pro server operation you must also make the changes live To save the changes in offline mode 1 Click E Save to save the changes to the local database 2 After you log in click amp Save amp Make Live to make the changes live To save the changes in online mode Click E Save amp Make Live to save the changes and make the changes live To save the changes to a file Click Save as to save the call flow database as a vmp file You can include 333 a vmp file in the operation of any voicemail system Administering Avaya IP Office Platform Voicemail Pro Page 32 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Using the Voicemail Pro Client Including Other Files 2 10 Including Other Files The settings of an existing vmp file can be included into the Voicemail Pro settings To include other files 1 From the File menu select Includes The Configuration Includes dialog box opens Configuration Includes E x Please add or remove any file inclus
313. ic interaction with voicemail The call variables listed map to properties associated with the object e NAM 307 read only See Name Property 30 e CLI 305 read only See CallingParty Property 3051 30 read write See Result Property 308 308 read write See Variable Property 309 e SAV 305i read write See SavedResult Property 30 e o I lt x ln 306 read write See Locale Property 3061 The following properties are specific to queued and still queued call flows only e OPOS 308 read only See PositionInQueue Property 308 e QTIM 305 read only See EstimatedAnswer Property 3051 The following properties are related to the messages within the mailbox e NewMsgs Property 307 Returns the count of new messages within the session s mailbox e OldMsgs Property 30h Returns the count of old messages within the session s mailbox e SavedMsgs Property 30 Returns the count of saved messages within the session s mailbox e LastAccessedMsg Property 3061 Returns the name of the last recorded or accessed message Note VB Scripting will only support variant types Internal Variables Some of the variables that exist within Voicemail Pro can be split into smaller sections using a delimiter e Example A CLI contains the number 01707364143 If the call flow references the variable as CLI O 4 then the value 01707 will be returned as they are the first five
314. ighlighted item from the play list This does not delete the actual prompt file tt Shuffle Move the currently highlighted item within the play list 7 Specify a mailbox into which the recorded file of the responses should be stored If no mailbox is specified the file can be passed to an eMail action 149 Results This action has the following result which can be connected to a further action Voice Question Next Route the call to a following action in the call flow This connection can be followed even after the caller has hung up if the Start 984 action option Complete sequence has been selected e The recorded message can be passed to a connected eMail action if no mailbox is selected in the Specific tab Administering Avaya IP Office Platform Voicemail Pro Page 124 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Mailbox Actions 6 6 5 Campaign a A campaign is used to ask callers a series of guestions and record their spoken or key press responses Agents can then access the campaign recordings and process the response using their telephone key pad or a web interface Each campaign can include up to 21 guestions Campaigns are set up using the Campaign Wizard 338 The Campaign action can be used to either route a caller into a campaign or to allow an agent to access any messages left for a campaign When accessing the caller recordings from using a Campaign action or park slo
315. il Pro to use EWS 1 Using a web browser log into the web management menus for the server hosting the voicemail service 2 Click Applications and select Voicemail Pro System Preferences 3 Click on Email 4 Click on the Enable MAPI EWS drop down and select EWS The fields configuring EWS connection to the Exchange server are now shown 5 Click on Add Autodiscovery Set the details to match the autodiscovery settings configured on the Exchange server see Step 5 of the Exchange Server Configuration 366 Add Autodiscovery Autodiscovery Domain Autodiscovery URL vm2 com https win um2un5gikmg vm2 com autodiscover autodiscover svc a Set the Autodiscovery Domain to match the domain used by the Exchange server For our example that was vm2 com b Set the Autodiscovery URL to match that set when configuring the Exchange server For our example that was https win um2un5gikmg vm2 com autodiscover autodiscover svc c Click Save 6 In the EWS section enter the details of the server account configured on the Exchange server for use by the voicemail server see Step 2 of the Exchange Server Configuration 36y Account User Name Account Domain Account Password VMProServiceAdmin vm2 com LLLI Authentication Type Basic 7 After making any changes click Update 8 When asked to confirm the changes click Yes 9 The voicemail server needs to be restarted for the new settings to come into use a Click Solution b
316. ile the priority of external callers is set by the IP Office Incoming Call Route used to route the call default also Low e Do not mix calls of different priorities if you are using Voicemail Pro to announce the queue estimate time to answer ETA and the queue position to callers since those values will no longer be accurate when a higher priority call is placed into the queue Note that in such a situation Voicemail Pro will not increase a value already announced to a caller General Entry Prompts Specific Reporting Results Select Generic command v Select Generic command Change Callers Priority v Set Callers Priority to Medium v e Select Generic command Change Callers Priority e Set Callers Priority to The caller s priority can be set to Low Medium or High A call variable 80 gt set to 1 2 or 3 can also be used to set Low Medium or High priority respectively Free Format Equivalent This action creates a free format command 10 such as CHANGECALLPRIORITY M In this example the caller s priority is set to medium Administering Avaya IP Office Platform Voicemail Pro Page 101 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 6 5 1 3 Change User or Group Configuration This Generic command creates generic commands that either get or set the value of configuration settings in the IP Office system The IP Office settings are listed in the table below Some o
317. imultaneous Users The maximum number of data channels that can be simultaneously used for voicemail operation is 40 However if one X is also enabled on Unified Communications Module the maximum number of data channels that can be used simultaneously may reduce to 20 Storage Space for Call Recordings Voicemail call recordings use an approximate storage space of 1 Mb for each minute of recording Therefore the available storage space on UC Module SSD is limited to an estimated maximum of 400 hours of call recordings Consider this fact if you plan to use the Voicemail Pro server installed on Unified Communications Module for centralized voicemail Administering Avaya IP Office Platform Voicemail Pro Page 15 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 1 5 Voicemail Pro Licenses The Help About 58 screen in the Voicemail Pro client can be used to check which IP Office the Voicemail Pro server is working and the licenses it has received from that IP Office The license keys are entered into the IP Office configuration using the IP Office Manager If the Voicemail Pro server is installed without licenses it will run for 2 hours and then shutdown Administering Avaya IP Office Platform Voicemail Pro Page 16 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Voicemail Pro Administration Voicemail Pro Licenses Administering Avaya IP Office Platform Voicemail Pro Page 17 IP Office Platfor
318. index 0 Do ext Voice GetExtension index index index 1 Loop Until Len ext 0 end if End Sub 11 1 2 8 GetLastAccessed Msg Method This method returns the name of the last recorded or played message It is the same as using for the filename with an eMail 14 action voice GetLastAccessedMsg dlgid Parameters e digid Long Default 0 The connection for the voicemail session Return Value The message name String 11 1 2 9 GetLocale Method This method can be used to obtain the LOC session variable Voice GetLocale dlgid Parameters e dlgid Long Default 0 The connection for the voicemail session Return Value The value of the LOC session variable associated with the specified voicemail session 11 1 2 10 GetMailbox Method This method can be used to obtain a mailbox Parameters e index Long The extension to return Note that the actual extension number should not be entered as index refers to the offset number of the extension in the listing Return Value The mailbox at that position within the list an empty string if end of list Administering Avaya IP Office Platform Voicemail Pro Page 312 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Voicemail Pro Examples Using VB Script 11 1 2 11 GetMailboxMessage Method This method can be used to obtain a message within a mailbox rr mailbox msgtype index Parameters e mailbox String The mailbox to which the
319. ing 95 gt and Results 974 tabs are standard tabs available to all actions Poosaccevecscecnceseves Post action or wave file to extension Options 9 Post action Post wave file Post the following action or wave file to extension Post action Select this option if you want to connect a target extension to a selected call flow Post wave file Select this option if you want the target extension to be played a selected wav file When Post wave file is selected there are two options which can be selected e Play out a looped wave file The wav file will be played in a continuous loop e Delete the wave file after completion The wav file will be deleted after it has been played e Post the following action or wave file Enter the name of the required start point or use the browse button to select the start point To play a recording enter c mywavs hello wav substitute the appropriate file path and file name for the wav file you want played e To extension Enter or select the extension to which the call should be made The Voicemail Pro server will attempt to make the call every 5 minutes for the next hour until successful The Post Dial action can be used to page a wav file to an extension number including group extension numbers This is done by entering PAGE followed by the target extension number In this case the wav file will not loop if selected Results This action has the following result which can be conn
320. ing Avaya IP Office Platform Voicemail Pro Page 146 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Telephony Actions Results This action has the following results which can be connected to further actions e Next Route the call to a following action in the call flow This connection can be followed even after the caller has hung up if the Start 984 action option Complete sequence has been selected Administering Avaya IP Office Platform Voicemail Pro Page 147 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 6 9 Miscellaneous Actions ma Miscellaneous Actions ay eMail Action 14 Email a recording agl Open Door Action 150 Open and or close a door relay te Alarm Set Action 15h Set an alarm call time Clock Action 15 Play the time to the caller 21 Post Dial Action 15h Play a recording to an extension Y VB Script Action 15 Use Visual Basic to script call flow events e P Remote Call Flow 5 Include call flows developed elsewhere in an existing call flow Administering Avaya IP Office Platform Voicemail Pro Page 148 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Miscellaneous Actions 6 9 1 eMail ce The eMail action is used to send a recording to a specific e mail address Settings 1 Click the ma Miscellaneous Actions icon and select g eMail 2 The Gene
321. initial value of a counter variable is 0 The formats COUNTERx or COUNTER x are both supported General Entry Prompts Specific Reporting Results f Select Generic command v Select Generic command Counter Decrement v Select Counter i lz e Select Generic command Counter Decrement e Select Counter Enter 1 to 15 to select COUNTER1 to COUNTER15 respectively Free Format Equivalent This action creates a free format command 105 such as DECCOUNTER COUNTER1 In this example decrementing the value of COUNTER1 Administering Avaya IP Office Platform Voicemail Pro Page 104 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Basic Actions 6 5 1 6 Counter Increment This Generic command increases the value of one of the 15 COUNTER call variables by 1 The voicemail server provides counter variable COUNTER1 to COUNTER15 These can be used in the same way as other call variables They can also be manipulated using Generic 9 action commands for Set Counter 10 Clear Counter ho Counter Decrement 104 and Counter Increment 105n They can also be used with the Decrement and Test Counter 1631 and Increment and Test Counter 162 actions By default the initial value of a counter variable is 0 The formats COUNTERx or COUNTER x are both supported General Entry Prompts Specific Reporting Results Select Generic comm
322. ion from the submenu 5 Click in the details pane where you want to place the action The new action is added You can now edit the action and add connections to it You can change the properties of an action For example If you selected the Speak Text action you can specify the actual text to be spoken when an action is taken To edit an action 1 Double click the action in the details pane or right click it and select Properties The Properties window opens Details of the selected action are contained in a set of tabs 2 Select a tab and change the action properties as reguired 3 Click OK when you have finished To delete an action 1 In the Details pane where the actions are displayed click the action to delete 2 From the Edit menu select Delete or right click the action and select Delete 3 The selected action is deleted Administering Avaya IP Office Platform Voicemail Pro Page 86 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions 6 1 Connections The actions that are added to a start point must be connected before they can be used The sequence of the connections determines how the call is routed through voicemail Each action can have a number of results for example True False No Answer and Busy The types of results depend of the type of action For each result a connection can be added e Most actions only have a Next result that is a single connection to the next a
323. ions NB these files paths are relative to the Voicemail Server directory C Program Files Avaya lP Dffice Voicemail Pro vM Update Cancel Help 2 Click 4P The New Include File dialog box opens 3 Select a file to include 4 Click Open 5 Click Update to update the Voicemail Pro file settings Notes e If you use included files the Voicemail Pro database contains only the pointers to the names and locations of the files and not the actual files Therefore do not move or rename an included file To prevent accidental moving or renaming of an included file place the file in the same folder as Root vmp before you include it e Click XX to remove an included file The highlighted file is removed but not deleted Administering Avaya IP Office Platform Voicemail Pro Page 33 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 2 11 Importing or Exporting Data Use the Import or Export Data wizard to migrate Voicemail Pro configuration data from one system to another You can select from one of the following file formats depending on the configuration items that you want to migrate e mdb To migrate the entire call flow database from one Voicemail Pro system to another You can use a mdb file to migrate the database when upgrading your Voicemail Pro system to a later release A mdb file includes the following items e Modules e Conditions e Campaigns e tar gz To migrate the enti
324. ions is available e Add Start Points Edit Start Points Delete Start Points If the mailbox has any customized call flow start points setup they are listed in the Callflows Assigned column Use these options to add additional start points A list of start point types is displayed which you can then select or deselect Selecting an option will create a matching start point for the mailbox Deselecting an option will delete the matching start point and any content Administering Avaya IP Office Platform Voicemail Pro IP Office Platform 9 1 Page 223 15 601063 Issue 10c 09 December 2014 e Clear Mailbox This option will reset the mailbox All existing messages and recordings are deleted and any prompts such as the user name and greeting prompts The mailbox password is not reset This action is not applied to messages for users using an Exchange server as their message store e Disable Mailbox This option will stop the use of mailbox to receive messages This includes the forwarding of messages to the mailbox and manual or automatic recording placing recordings into the mailbox If you select this option also disable the Voicemail On setting within the IP Office configuration to prevent IP Office from using the mailbox This option does not affect any existing messages in the mailbox Disabled mailboxes are listed as DISABLED in the Last Accessed column See Disabling a Mailbox 2261 e View Mailbox Details This option is availab
325. irst entry as the SMTP service that is used is running on the same server computer on which the voicemail service is running for example IIS SMTP on the Windows server The next entry is used for the emails that use the customer s general e mail domain address with the server set to the customers e mail server A third entry has been added to send some e mails generated by E mail Actions in call flows direct to an external e mail service System Preferences General Directories Email Housekeeping SNMP Alarm Outcalling Backup amp Restore MAPI SMTP Sender SMTP Receiver d 3 X F Logging a V Identifier vmprol example com vmprol example com 25 vmpro vmpro1 example com example com smtp example com 25 vmpro example com yahoo com smtp yehoo com 25 e The first two entries in the example above can be combined Voicemail server to server synchronization uses the Domain setting only whereas other e mail services use the Server address and other setting System Preferences General Directories Email Housekeeping SNMP Alarm Outcalling Backup amp Restore MAPI SMTP Sender SMTP Receiver P JN X T Logging a Domain Server Ponno identifier vmprol example com smtp example com 25 vmpro vmprol example com yahoo com smtp yahoo com 25 Administering Avaya IP Office Platform Voicemail Pro Page 178 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 System Preferences Email SMTP Se
326. is action is to assist you to place call flows developed by other applications on the Voicemail Pro server and include in its customized call flows Settings 1 Click the ma Miscellaneous Actions icon and select Remote Call Flow 2 The General 9 Entry Prompts 925 Reporting 95 gt and Results 971 tabs are standard tabs available to all actions 3 In the Specific tab the field Remote Call Flow will show a list of remote call flow files downloaded to the Voicemail Pro server General Entry Prompts Reporting Results gt Remote Call Flow Remote Call Flow v Results gt Remote Call Flow The Remote Call Flow action has no results Any follow on call handling is determined by the I actions in the remote call flow Administering Avaya IP Office Platform Voicemail Pro Page 156 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Miscellaneous Actions 6 10 Condition Actions A amp Condition Actions These actions are used to create branches in the call routing according to whether a value is true or false Ud amp Test Condition Action 157 Test whether a condition is true or false A Set User Variable Action 5 Set a variable to a particular value y Test User Variable Action 15 Test the value of a variable Test Variable Action Me Check if user dialing matches set digits r Increment and Test Counter
327. is available e Add Start Points Edit Start Points Delete Start Points If the mailbox has any customized call flow start points setup they are listed in the Callflows Assigned column Use these options to add additional start points A list of start point types is displayed which you can then select or deselect Selecting an option will create a matching start point for the mailbox Deselecting an option will delete the matching start point and any content Administering Avaya IP Office Platform Voicemail Pro Page 39 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 e Clear Mailbox This option will reset the mailbox All existing messages and recordings are deleted and any prompts such as the user name and greeting prompts The mailbox password is not reset This action is not applied to messages for users using an Exchange server as their message store e Disable Mailbox This option will stop the use of mailbox to receive messages This includes the forwarding of messages to the mailbox and manual or automatic recording placing recordings into the mailbox If you select this option also disable the Voicemail On setting within the IP Office configuration to prevent IP Office from using the mailbox This option does not affect any existing messages in the mailbox Disabled mailboxes are listed as DISABLED in the Last Accessed column See Disabling a Mailbox 2261 e View Mailbox Details This option is available for use
328. is the port on which the server receives incoming SMTP e mails e Domain This is the domain destination address for which the server will accept incoming e mails Note that it matches the domain set by the first server entry in the SMTP Sender 178 tab e Messaging Between Voicemail Servers For messaging between Voicemail Pro servers the first entry in the SMTP Sender list must be the one configured and used Each server uses the SMTP server service on the same server computer as the voicemail service For example a Windows based server uses the SMTP e mail provided by the IIS on the same server The voicemail service also uses the domain set to filter incoming SMTP mails received by the SMTP server For this to work the domain entered should be the fully qualified name of the server on which the Voicemail Pro server is running for example vmpro1 example com Any incoming messages where the recipient mail domain is not exactly the same as the specified domain are ignored The recipient can either by vmsyncmaster vmsyncslave or the name or extension of a mailbox on the Voicemail Pro server for example Extn201 vmprocentral example com or 201 vmprocentral example com Administering Avaya IP Office Platform Voicemail Pro Page 288 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Using Web Management Configuring Server Preferences 10 1 3 Housekeeping These preferences are used to e Set the duration after which voicemail serv
329. ists Collect Used when a caller attempts to access a mailbox a Leave Used when a caller is redirected to voicemail age Callback Used when the voicemail calls a user to inform them about messages in a mailbox See Setting up Callback 233 ae Gueued Used for callers queuing for a hunt group or user See Customizing Queue Announcements 21 a Still Oueued Used for callers queuing for a hunt group or user See Customizing Queue Announcements 21 When a default start point is used the following actions attempt to recognize who the presumed user is the internal user calling or being called and access the matching mailbox for that user unless the action specifies another mailbox e Get Mail Action e Leave Mail Action e Personal Options Menu e Listen Action e Record Name Action e Edit Play List Action The following actions will automatically recognize who the presumed user is and then use that user s voicemail reception settings unless the action specifies another mailbox e Transfer Action e Assisted Transfer Action e Whisper Action Administering Avaya IP Office Platform Voicemail Pro Page 74 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Start Points and Modules Default Start Points 4 2 Using Start Points Start points can be for individual users hunt groups short codes or default start points All start points can be added edited 755 r
330. isual voice 206 uses the display on the user s phone to display the number of messages and to access functions such as changing their password By default the MESSAGES button on telephones is set to launch Visual Voice On systems configured that way the user does not need a specific Visual Voice button configured on their telephone For user s whose phone does not have a Messages button and or when the above option is not enabled a programmable button for the Visual Voice can be created using the process below If the user is configured to receive message waiting indication 19A from another user or hunt group mailbox that information is includes in their Visual Voice display It is also possible to configure a Visual Voice button directly to a specific user or hunt group mailbox in order to receive message waiting indication on that button and access that mailbox using the button To give a user access to Visual Voice 1 ou uu A O N Start IP Office Manager and receive the IP Office configuration Click User to display the list of existing users Click the reguired user Click the Button Programming tab Click the button line that you want to change Right click in the Action field Select Emulation gt Visual Voice e To create a button for the user s own mailbox and any for which they receive message waiting indication leave the Action Data field blank e To create a button for another user or
331. its minutes or MB at which SNMP alarms are to be triggered The minimum value that you can enter is 11 In addition to this alarm the following additional alarms are also set based on the Alarm Threshold Level e Space OK Alarm This alarm is triggered when the amount of available space returns to above a level set at Alarm Threshold Level plus 30 e Critical Alarm This alarm is set at 30 If the Alarm Threshold Level is set at less than 40 the critical alarm is set at Alarm Threshold Level minus 10 Note that the critical alarm value decreases if you decrease the Alarm Threshold Level but the critical alarm value does not increase if you increase the Alarm Threshold Level So the critical alarm value keeps on decreasing and remains set at the least value that it takes To reset the critical alarm back to 30 click Default Settings e Default Settings To return to the default alarm settings click Default Settings The Alarm Threshold Level is reset to 60 The Space OK level is reset to 90 The Critical Alarm level is reset to 30 Administering Avaya IP Office Platform Voicemail Pro Page 185 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 7 6 Outcalling The outcalling preferences in Voicemail Pro are defaults for global operation Mailbox owners can configure their own outcalling options from their telephone for example create their own time profile You can also view and edit those individual user settings see Mai
332. ized when the folder is viewed Note that the types of icons used and whether different icons are supported for different message statuses depends on the e mail client used The notes below are for Outlook and Outlook Express YA Inbox Outlook Express File Edit View Tools Message Help lv ee amp ve xl a OB BPD Folders ss 3 Outlook Express S Local Folders Ta Inbox Q Outbox Gi Sent Items 9 Deleted Items Drafts A Voicemail fd Inbox Subject Received Taierea Ha EEH Tnbernial noe fnd Frefyn EEH WE Internal veiee mailfrom Extn20i Extn201 Internal voice mail from Extn201 24 01 2008 13 39 Extn201 Internal voice mail from Extn201 24 01 2008 14 27 Extn201 Internal voice mail from Extn201 12 02 2008 13 17 Extn201 Internal voice mail from Extn201 12 02 2008 13 20 Ui li cc o o GE cm 8 message s 5 unread m working Online Ea No new messages The following should be noted about the IMAP folder view e New messages are presented as a closed envelope e Read messages are presented as an open envelope e Priority messages are indicated as such e Private messages are not indicated as such However the message may be indicated as confidential when opened e Saved messages are not indicated as such e Deleted messages are indicated as deleted but remain visible e The Voicemail Pro server does not actually delete messages until at least 24 hours after it was marked as deleted e
333. k State Critical Free disk space is less than 5 Disk State OK Free disk space is between 5 to 10 Disk State Free Free disk space is greater than 10 Disk State Stop Recording Free disk space is 0 Alarm Threshold Unit Alarm Threshold Level General z Recording Time Left mins v 60 Email Housekeeping a Default Settings SNMP Alarm SNMP Alarm Preferences e Alarm Threshold Unit Under Alarm Threshold Unit select either Disk Space Left MB or Recording Time left minutes e Alarm Threshold Level In the Alarm Threshold Level field enter the number of units minutes or MB at which SNMP alarms are to be triggered The minimum value that you can enter is 11 In addition to this alarm the following additional alarms are also set based on the Alarm Threshold Level e Space OK Alarm This alarm is triggered when the amount of available space returns to above a level set at Alarm Threshold Level plus 30 Critical Alarm This alarm is set at 30 If the Alarm Threshold Level is set at less than 40 the critical alarm is set at Alarm Threshold Level minus 10 Note that the critical alarm value decreases if you decrease the Alarm Threshold Level but the critical alarm value does not increase if you increase the Alarm Threshold Level So the critical alarm value keeps on decreasing and remains set at the least value that it takes To reset the critical alarm back to 30 click Default Settings e Default Settings To return to the d
334. king after the tone and press 2 when you have finished recording svm_29 There are no messages tim_m00 Minute tim_m01 One minute tim_m02 Minutes Administering Avaya IP Office Platform Voicemail Pro Page 395 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 13 5 Glossary 13 5 1 Centralized Voicemail Pro Server Centralized Voicemail Pro uses a single Voicemail Pro server to provide voicemail services for all IP Offices in the Small Community Network Except for use of ContactStore only the central IP Office hosting the Voicemail Pro server requires licensing for Voicemail Pro operation and features 13 5 2 Distributed Voicemail Server For IP Office Release 6 0 and later remote IP Offices in the Small Community Network can be associated with another Voicemail Pro server in addition to the centralized Voicemail Pro server The additional distributed server then provides all voicemail services except message storage and collection for that IP Office This requires the remote IP Office to have licenses for voicemail operation and the features it requires 13 5 3 MAPI Message Application Programming Interface MAPI is a Microsoft Windows system architecture that users can use to add messaging functionality into applications MAPI enabled e mail applications can share e mails and also work together to distribute the mail 13 5 4 SNTP Simple Network Time Protocol SNTP is an Internet standard protocol
335. l Collect Note You can also configure any other short code using the edit_messages Voicemail Collect option and use the short code to record the messages 9 7 2 Hold Message When an agent places a customer call on hold Voicemail Pro plays a hold message to the customer The hold message is played in loop with a pause of two seconds between two playbacks Message number 0 that is opt vmpro Wavs Modules CPAPrompts 0 wav is reserved as the hold message If opt vmpro Wavs Modules CPAPrompts 0 wav is not present silence is transmitted to the customer 9 7 3 Agent Initiated Messages Agent key is a feature provided by the Avaya Outbound Contact Express solution You can configure an agent key to play a specific message from the opt vmpro Wavs Modules CPAPrompts folder For details on configuring agent keys see the Using Avaya Outbound Contact Express Supervisor manual 9 7 4 Virtual Agent Messages Virtual agent is the concept of completing an outbound call without the involvement of an agent The Dialer component of the Avaya Outbound Contact Express solution dials a call to a customer and when the customer answers the call a specific message is played to the customer After the message is played the call is disconnected However you can configure unique keys that the system prompts to the customer to press in order to opt out of a virtual agent call and be connected to an agent For details see Predictive Call Script 1145 9 7
336. larm calls are delayed until the existing alarm calls have been completed Alarm Settings e Time hh mm Set the alarm time in 24 hour format hh mm or hhmm A time value can be entered or a call variable 803 can be used If left blank or if the call variable used is not a valid time value the call flow user will be asked to enter a time the same as if Ask Caller was selected e Freguency Sets how often the alarm should occur The options are Single Daily or Weekly A variable with value 1 2 or 3 respectively can be used e Day Useable with Single and Weekly alarms Set the day for the alarm The option Today is also available for alarms where the Freguency is set as Single e File This field is optional If a file is specified here it is used for the alarm call If no file is specified the default alarm message This is an alarm call please hang up is used e Display Text By default the alarm will display Alarm on the target if it is an Avaya display telephone This field can be used to customize the text used e Ring Time Default 60 seconds Range 5 to 120 seconds This field set the length of ring time used for the alarm call if not answered e Retries Default O Off Range O to 10 This field can be used to specify how many times the alarm should be repeated if it is not answered and cleared When a value other than O is selected the Interval option becomes available to specify the interval between repeats
337. lays out the specified number of old messages For example MSGO 0 plays You have no old messages MSGS msgs Plays out the specified number of saved messages For example MSGS 5 plays You have five saved messages CID CLI DATE ETA KEY POS SAV TIME Play out the contents of the call variable GREETING greeting Plays out the greeting stored within the greetings directory The WAV extension is automatically appended ACCOUNTS mailbox message Plays out the message stored within the specified mailbox The WAV extension is automatically appended CAMPAIGN campaign message Plays out a campaign message stored within the specified campaign The WAV extension is automatically appended e wait Boolean This optional parameter specifies whether voicemail should return immediately 0 or wait until the wave file has been played first 1 e interruptables String Default Any This is for future development e digid Long Default 0 The connection for the voicemail session Return Value The key press that was used to terminate the playback String Example Sub Main dlgid dim registration Set Voice CreateObject vmprov5 voicescript registration Voice Register dlgid if registration Then dim key key Voice PlayWav test True Any dlgid end if End Sub Administering Avaya IP Office Platform Voicemail Pro Page 319 IP Office Platform 9 1 15 601063 Is
338. lbox Outcalling Settings 2281 This tab is not shown if outcalling has been disabled see below General Directories Email Housekeeping SNMP Alam Outcaling Voicemail Rec Outcalling Preferences e System Times System Times From To Prime Times 07 30 fis30 Peak Times 09 00 X 17 30 x System Retry Settings Number of Retries Retry Interval 5 Retry Interval 1st 1 2nd 5 3rd 10 4th 15 5th 30 These fields set the define start and end times for two different time categories The individual users can then select whether they want outcalling used during those time periods rather than having to manually define their own times for outcalling e Prime Times The time period that outcalling is to be active as default for the system e Peak Times The busiest working hours e System Retry Settings Set the default frequency for outcalling retries e Number of Retries The Number of Retries can be between 0 and 10 If the message is not collected after the last retry no notification is sent until another new message is delivered in the user s mailbox e Retry Interval The Retry Interval for each successive retry The interval is the length of time between each attempt to connect to the target number again The 6th to 10th retries use the default retry interval Administering Avaya IP Office Platform Voicemail Pro IP Office Platform 9 1 Page 186 15
339. lbox operation mode for all mailboxes The available options are IP Office 204 mode and Intuity 208 emulation mode e Voicemail Password Default Blank The password set here must match the Voicemail Password configured in the IP Office security settings e Client Server Connection Timeout mins Default 5 minutes Show for the Voicemail Pro client only As the server only supports one connected client at a time this field sets a timeout period for an inactive client to be automatically logged out e Min Message Length secs Default 0 seconds in IP Office mode and 3 seconds in Intuity mode Use this field to set a restriction on the minimum length for a message The minimum value that you can set is 0 seconds and the maximum value is 10 seconds Messages shorter than the minimum length are deleted immediately In IP Office mode this field is unavailable e Max Message Length secs Default 120 seconds Use this field to set a restriction on the maximum length for a message The maximum value that you can set is 3600 seconds 60 minutes e Failback Option Default Graceful Use this field to configure the mode of failback operation in a voicemail system with a backup Voicemail Pro server e Manual The system administrator has to initiate the failback operation e Graceful Default The backup server initiates the failback operation immediately after all the active voicemail calls on the backup server come to an end
340. le for user mailboxes Use this option to view and edit various user mailbox settings including the user s alternate numbers outcalling settings and personal distribution lists Administering Avaya IP Office Platform Voicemail Pro Page 224 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Mailbox Access and Configuration Mailbox Management Administering Avaya IP Office Platform Voicemail Pro Page 225 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 8 6 1 Disabling a Mailbox By default Voicemail Pro automatically creates a voicemail mailbox for each user and hunt group in the IP Office configuration It is also defaulted to use voicemail to record a message if a user or hunt group call is not answered There are a number of ways that use of voicemail to record messages can be disabled if it is not required for a particular user or hunt group These are e Disabling IP Office Using a Mailbox for Unanswered Calls Within the IP Office configuration each user and hunt group has a Voicemail On setting When enabled IP Office will use voicemail to record a message if a call is not answered Disabling this option stops the IP Office from using the mailbox to record messages for unanswered calls instead calls continue ringing Other voicemail users can still manually forward callers and messages to the mailbox e IP Office users can change their Voicemail On settings themselves by dialing short codes 18 for
341. lect an option to change the text speech For example select Change Relative Speed and set the value to 2 The tags seen in the Text box will be different from the XML tags displayed when creating SpeakText call flow in Voicemail Pro on Windows These tags are called as SSML tags Properties for Speak Text x General Entry Prompts Specific Reporting Results M Please enter the text you wish to speak Text to speak lt prosody rate 2 gt Hello You got to do it right this time You cannot afford to fail otherwise you will be kicked out lt prosody gt I Options Importing or restoring call flows with Supported Speak Tags between Windows and Linux When you import or restore Speak Text call flows from Windows to Linux or Linux to Windows the XML tags automatically change from SAPI to SSML or SSML to SAPI respectively Importing call flows with Unsupported Speak Tags If the call flow has an unsupported XML tag that is a tag which is not available in the Speak Options drop down list the system displays an error message When you import such calls from Windows to Linux or Linux to Windows the system displays an error message with the corresponding call flow names and their location prompting to either continue or quit e If you continue the import the system will add the corresponding files to the database You can revisit the call flow and replace the unsupported tag with the correct SAPI or SSML tag e If
342. lected the adjacent drop down list can be used to select the destination user or hunt group mailbox e Voice Recording Library This option should only be used if a VRL application has been installed The recording files are placed into a VRL folder for collection by the VRL application See Voice Recording Library 2481 e Voice Recording Library Authenticated This option should only be used if a VRL application has been installed The file header of the recording files are updated with a cryptographic hash data and then the recording files are placed into a VRL folder for collection by the VRL application See Voice Recording Library 2481 8 Click OK 9 Click al to send the configuration back to the IP Office Administering Avaya IP Office Platform Voicemail Pro Page 259 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 9 2 5 2 Customizing Auto Recording Auto recording is performed by the Voicemail Pro server as a default task However a module named AutoRecord can be used to customize the operation of auto recording If an AutoRecord module is created it overrides the default auto record operation Whenever auto recording is triggered UUI contains either the account code user name or hunt group name that triggered the auto recording Modules gt Record Properties for Listen 2 x General Entry Prompts Reporting Results Listen to Caller s Mailbox Cancel
343. ler has hung up if the Start 984 action option Complete sequence has been selected Administering Avaya IP Office Platform Voicemail Pro Page 129 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 6 7 4 Select System Prompt Language m 211 The Select System Prompt Language action assists the callers to alter the language of the prompts played by the system during a call flow For examples of the action being used in a call flow see Changing the Language of System Prompts 26 and Changing the Language Setting for a TTY Device 265 For details of supported languages see Supported Languages 13 Not all languages are installed by default If the selected language is not available the Voicemail Pro server will use the next nearest language Settings gi 1 Click the Configuration Actions icon and select 8 Select System Prompt Language 2 The General 9 Entry Prompts 925 Reporting 95 and Results 971 tabs are standard tabs available to all actions 3 In the Specific tab select the language that the system prompts are to be played in If a language is selected which is not loaded on the Server the system will automatically select the most appropriate language Which language should the system prompts be played in Possible System Prompts Installed on server Chinese Simplified Yes Chinese Traditional Hong Kong S A R Yes Danish Yes Dutch Yes English Yes English United States Yes Gem
344. letion except for Deleted messages where a value of 0 means immediate deletion The actual deletion is performed during the next idle period that is when there are no calls to or from the Voicemail Pro server e Playback Order Under Playback Order set the order of playback for the respective message types The available options are First in First out FIFO and Last in First out LIFO FIFO is the default option e Message Type The following are the different categories of messages that the housekeeping settings apply to New messages This status is applied to messages where neither the header nor the message content has been played Old messages This status is applied to messages where the user has played the message content but has not marked the message as saved Saved messages This status is applied to messages that have been marked as saved by the user Unopened messages This status is used for messages where in Intuity emulation mode the user has played the message header but has not played the message content New recordings This status is used for recordings that have not been played Old recordings This status is used for recordings that have been played Deleted messages This status is used for messages that have been marked as deleted through mailbox access This setting is also used for messages that have been forwarded to an Exchange server Administering Avaya IP Office Platform Voicemail Pro Page 183 IP
345. list of options depends on what was included in the backup file when it was created Voicemails The voice messages received in the user and hunt group mailboxes User Greetings amp Settings The personal and temporary greetings greeting configuration settings mailbox configuration settings outcalling configuration settings and custom recordings Campaigns The responses received for campaigns Callflows Modules amp Conditions The callflows modules conditions and meta information for campaigns Module Recordings The recordings for the various modules System Settings The settings like Voicemail Pro settings COS settings debug settings and so on Administering Avaya IP Office Platform Voicemail Pro Page 57 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 7 Click Restore The system displays the Existing Voicemail Pro data will be overwritten Are you sure you want to continue message 8 Click OK When the restore is complete the system logs you off and displays the details of the restored files Voicemail Data Restore H E x Restore for Voicemail data started on 16 Aug 2012 18 33 19 Backup Directory CAProgram FilesiAvayaVP Office Voicemail Pro VM Back Up Scheduled Immediate VMProBackup_Immediate63_2012 7 30_17 448 Backup Taken on 30 Jul 2012 17 44 10 Backup Type Immediate 16 Aug 2012 18 33 20 Suspending Voicemail 16 Aug 2012 18 33 20 Voicemail suspended successfully 16 Aug 2012 18 3
346. ll variables that are numeric values It also applies to NAM which plays the mailbox user s recorded name prompt Numbers are spoken as a series of single digits For example 123 is spoken as one two three To speak 123 as one hundred and twenty three requires TTS to be installed and a Speak Text 114 action used Some call variables can be played as prompts for example e NAM Plays the mailbox s name prompt if one has been recorded e CLI Speaks the caller s CLI e RES Plays the current result if it is a wav file e VAR Plays the variable as a list of digits For more information on Speak Text action see the section Using the Speak Text Action 355 Administering Avaya IP Office Platform Voicemail Pro Page 111 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Options You can use the following options from the Speak Options drop down list to apply a range of SAPI 35h effects e Change Volume t12 e Change Absolute Speed 112 e Change Relative Speed 114 e Change Absolute Pitch 11 e Change Relative Pitch 11 e Emphasize Text 11 e Spell Text 113 e Add Silence 113 Change Volume This option controls the volume of the voice The example below would be added as lt volume level 50 gt Hello lt volume gt If the text is empty the change will apply to all subsequent text otherwise it only applies to that text Speak Options Option Change Volume v
347. llenge H Autodiscover Forms Authentication Disabled HTTP 302 Login Redirect CertEnroll Windows Authentication Enabled HTTP 401 Challenge Z Cert5rv b Select Autodiscover Enable Basic Authentication Authentication E a Hild Ss Start Page ji 5 9 WIN UMZUNSGIKMG vM2 Admin _ GOUP by No Grouping i 2 Application Pools Name Status Response Type 3 6 Sites Anonymous Authentication Enabled D Default Web Site ASP NET Impersonation Disabled ADPolicyProvider_CE ua Enabled HTTP 401 Challenge aspnet_client Digest Authentication Disabled HTTP 401 Challenge Autodiscover Forms Authentication Disabled HTTP 302 Login Redirect H CertEnroll Windows Authentication Enabled HTTP 401 Challenge Cert5rv c Check that SSL is enabled for EWS and Autodiscover Administering Avaya IP Office Platform Voicemail Pro Page 368 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Exchange Server Integration Exchange Server Configuration 12 2 Voicemail Pro Configuration EWS is enabled for the Voicemail Pro through the server s web management menus For a IP Office Server Edition system that means the menus of the primary server e 1 WARNING This process requires the voicemail service to be stop and then restarted Doing so will end all current calls and services using the voicemail server To configure the Voicema
348. lling can be enabled or disabled 235 e User Mailbox Settings 228 Mailbox owners can configure their outcalling options using their telephone for example entering the destination telephone numbers Details on how to configure outcalling for individuals can be found in Avaya IP Office Intuity Mailbox Mode User Guide The individual user mailbox settings can also be viewed and edited usign the Voicemail Pro client see Mailbox Outcalling Settings 22 Administering Avaya IP Office Platform Voicemail Pro Page 234 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Mailbox Access and Configuration Remote Voicemail Notification 8 7 2 1 Enabling Allowing Outcalling The use of outcalling can be disabled system wide When done access to the system and user outcalling settings is hidden and the system no longer uses any outcalling for calls To enable disable outcalling 1 Use IP Office Manager to receive the configuration of the IP Office system 2 Select System and then select the Voicemail tab 3 The Outcalling Control option is used to configure whether outcalling is allowed and outcalling options are configurable 4 Click OK 5 Click the al icon to save any changes back to the IP Office system Administering Avaya IP Office Platform Voicemail Pro Page 235 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Chapter 9 Administration Administering Avaya IP Office Platform Voicemail Pro Pa
349. low is older than the version on the server for example if the call flow on the server has been modified by another Client connection e The local call flow is newer than the version on the server for example if the call flow on the server has been worked on while the local Client was being used in offline mode e The local call flow is from a different server for example if you are connecting to a different server to the one from which the call flow was previously downloaded If the call flow is the same no data will need to be copied from the server to the client If the call flow is different you can chose to download the call flow from the server or to use the local call flow Confirm Callflow Download The callflow on the client is different to the callflow on 192 168 0 203 Would you like to download the callflow from 192 168 0 203 Cancel Hep e Download Click to download the call flow from the server e Cancel Click this if you do not want to download the call flow from the server To upload the local call flow to the server use the Save or Save and Make Live options from the File menu See Saving Changes and Making them Live 324 Administering Avaya IP Office Platform Voicemail Pro Page 22 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Using the Voicemail Pro Client Logging in to the Voicemail Pro Server 2 2 2 Continue Offline Message Window Only one Voicemail Pro client can be connected
350. lowercase numbers special character etc Type Select the type of account e Basic A basic account user can view most of the voicemail settings but can only edit alarms e Standard A standard account can perform administration of call flows using the client A standard administrator can change their own password using File Change Password 28 but they cannot add remove or modify other administrator accounts e Administrator An administrator account can administer all settings including other server administrator account settings e Status By default new users are created as Inactive Their status changes to Active when they connect to a Voicemail Pro server 4 Click OK 5 Click E Save and Make Live to save the changes The user created can now log into the Voicemail Pro Client Server for more information see Logging in to the Voicemail Pro Server 204 To modify an account 1 Either double click on the account in the display of administrators or right click on the account and select Modify Administering Avaya IP Office Platform Voicemail Pro Page 29 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 To delete an account 1 Right click on the account and select Delete Administering Avaya IP Office Platform Voicemail Pro Page 30 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Using the Voicemail Pro Client Administrator Accounts 2 7 3 Editing IP Office Sec
351. lowing variable The name of the existing user variable to be checked e Matches the value below The value of the variable that will return a true result Type the required value directly or use the E browse button to select the text that should be used including using the value of a call variable 801 Results This action has the following results which can be connected to further actions Tre action can have the following results which can then be connected to further actions e True This result connection is used by the call if the tested condition is currently true e False This result connection is used by the call if the tested condition is currently true Administering Avaya IP Office Platform Voicemail Pro Page 159 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 6 10 4 Test Variable Y This action allows you to route calls based on matching the value of a call variable to a specified value The special call variable REG can be used to access the value of any user variable For ekample use the call variable REG UV1 to access the current value of a user variable called UV1 This allows user variables to be used in the same way as Call variables such as in a Test Variable action Settings y 33 1 Click the amp Conditions Actions icon and select Y Test Variable 2 The General 9 Entry Prompts 924 Reporting 9 and Results 971 tabs are standard tabs available to all actions 3 The following
352. lso assists you to specify a single use or a repeated alarm e Time hh mm Set the alarm time in 24 hour format hh mm or hhmm A time value can be entered or a call variable 803 can be used If left blank or if the call variable used is not a valid time value the call flow user will be asked to enter a time the same as if Ask Caller was selected Page 151 Administering Avaya IP Office Platform Voicemail Pro 15 601063 Issue 10c 09 December 2014 IP Office Platform 9 1 e Frequency Sets how often the alarm should occur The options are Single Daily or Weekly A variable with value 1 2 or 3 respectively can be used e Day Useable with Single and Weekly alarms Set the day for the alarm The option Today is also available for alarms where the Frequency is set as Single e File This field is optional If a file is specified here it is used for the alarm call If no file is specified the default alarm message This is an alarm call please hang up is used e Display Text By default the alarm will display Alarm on the target if it is an Avaya display telephone This field can be used to customize the text used e Ring Time Default 60 seconds Range 5 to 120 seconds This field set the length of ring time used for the alarm call if not answered e Retries Default O Off Range O to 10 This field can be used to specify how many times the alarm should be repeated if it is not answered and cleared When a value
353. lus an additional at the end of the string Administering Avaya IP Office Platform Voicemail Pro Page 105 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 6 5 1 8 Set Counter This Generic command sets one of the 15 COUNTER call variables to a specific value The voicemail server provides counter variable COUNTER1 to COUNTER15 These can be used in the same way as other call variables They can also be manipulated using Generic 9 action commands for Set Counter 19 Clear Counter 104 Counter Decrement 104 and Counter Increment 105n They can also be used with the Decrement and Test Counter 163 and Increment and Test Counter 162 actions By default the initial value of a counter variable is 0 The formats COUNTERx or COUNTER x are both supported General Entry Prompts Specific Reporting Results Select Generic command v Select Generic command Set Counter v Select Counter i m Value 34 e Select Generic command Set Counter e Select Counter Enter 1 to 15 to select COUNTER1 to COUNTER15 respectively e Value Enter the numeric value for the counter A call variable 80 gt such as KEY can be entered to set the counter to match the current value of that variable Free Format Equivalent This action creates a free format command t0 such as COUNTER1 34 or COUNTER2 KEY These examples set the value of amp COUNTER1 to 34 and C
354. ly The Fist 7 Sunday v ofevery 1 HH month s Voicemails E Callflows Modules amp Conditions User Settings amp Greetings Module Recordings Campaigns System Settings Location opt vmpro Backup Scheduled Monthly Remote Backup Configuration Remote FTP Host Test Connection Remote FTP Location FTP User Name FTP Password _Goncet He 5 Schedule a start time for the backup operation in the Start field 6 If you want to protect backup files from unintended and malicious tampering select the Encrypt Backup check box 7 Select the Daily Weekly and Monthly check boxes to enable the respective backup schedules Note At a given time only one type of backup is run If scheduled to start at the same time a monthly backup gets priority over a weekly backup or a daily backup and a weekly backup gets priority over a daily backup 8 For each of the schedules that you enable select the items that you want to include in the backup You can choose from the following e Voicemails The voice messages received in the user and hunt group mailboxes e User Greetings amp Settings The personal and temporary greetings greeting configuration settings mailbox configuration settings outcalling configuration settings and custom recordings e Campaigns The responses received for campaigns e Callflows Modules amp Conditions The callflows modules conditions and meta information for campaigns e Mod
355. m Contact Avaya Support See the Avaya Support website http support avaya com for product notices and articles or to report a problem with your Avaya product For a list of support telephone numbers and contact addresses go to the Avaya Support website http support avaya com scroll to the bottom of the page and select Contact Avaya Support Page 4 Administering Avaya IP Office Platform Voicemail Pro 15 601063 Issue 10c 09 December 2014 IP Office Platform 9 1 Contents 1 Voicemail Pro Administration 1 1 New in Voicemail Pro 9 1 wwwwwmmmamammmmamimisa 11 1 2 Supported LanQuages eecceeceseceeeeeeeeeeeteetseeeenreeaes 13 1 3 Number of Simultaneous USEeTS wwwwwwwwmmmmammawawa 14 1 4 Linux Server SUPPOFt eee eeceeeeeeeeeeeeeeeeeeeeteetteeeeeenaes 14 1 4 1 UC Module Voicemail PYO www emmwwra 15 1 5 Voicemail Pro LICENSES cccceccceeeeeeeeseeeeeesssnseaaee 16 2 Using the Voicemail Pro Client 2 1 Installing the Client cece ceeeeeeeeseeeeeeeetenreteeeeeeetaes 20 2 2 Logging in to the Voicemail Pro Server 20 2 2 1 Confirm Call Flow Download Window 22 2 2 2 Continue Offline Message Window 23 2 3 The Main Voicemail Pro WIndow wsswwwasemmanamanaza 24 24 LOQGING Out eii nerea aa FL 25 2 5 Voicemail Shutdown or SUSPENd w wwwwwmwmmmmmmwa 25 2 6 Changin
356. m this applies regardless of whether that IP Office is hosting the voicemail server or not e The VRL application must be configured to store recording on a separate partition drive or computer from the voicemail server This rules out any conflicts between the long term storage or recording archives and the space available for mailbox messages e The recordings are stored in G726 16kps ADPCM format They cannot be accessed or played back through normal Voicemail Pro mailboxes e The files can be recorded as authenticated files for storage and playback These files indicate if they have been modified in any way The Voicemail Pro client can display the recordings currently in the Voicemail Pro servers VRL folder See Validate Recordings 24 9 2 3 2 Validate Recording The option File Validate Recordings can be used to display recording files waiting on the Voicemail Pro server for collection by the VRL application By default it looks at the VRL folder by default C Program Files Avaya IP Office Voicemail Pro VM VRL on a Windows based server Details of the recording are listed plus whether the recording authentication is verified or not alidate Recordings x Look in C Program FilesN amp vayaMlP Office Voicemail Pro WM VRL Ys Load MSG 3465474968 wa 2010 10 25 15 56 02 00 12 Benoit Max 55555 5482717 wav 2010 10 25 18 05 11 55555 MSG3465551 256 wav 2010 10 26 13 07 31 00 16 Chico Max MSG3465551377 wav 2010 10
357. m 9 1 15 601063 Issue 10c 09 December 2014 Chapter 2 Using the Voicemail Pro Client Administering Avaya IP Office Platform Voicemail Pro Page 19 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 2 Using the Voicemail Pro Client 2 1 Installing the Client The Voicemail Pro client is a Windows application Windows Based Servers For Windows based servers a copy of the Voicemail Pro client is installed by default on the voicemail server That copy of the client can then be used to manager and configure the voicemail server If an additional client is required it can be installed from the same software package used to install the server Start the installer and when prompted for the type of installation select Voicemail Pro Client Only Linux Based Servers To download the client from a Linux server For Linux base voicemail servers a copy of the installer for the Voicemail Pro client can be downloaded from the server This can then be installed on a Windows PC 1 Using a browser login to the server s web management menus 2 On the Solutions page click on the icon next to the server and select Platform View 3 In the platform view click on the App Center tab 4 Download and install the Voicemail Pro client package 2 2 Logging in to the Voicemail Pro Server Having installed the client 204 you can use it to login to the voicemail server To do that you will also need an administrator account 28
358. mail Pro Page 332 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Voicemail Pro Examples Database Connection Collect Callers Details Details can be entered into a database by a caller In this example we collect the caller s credit card number expiry date and telephone number All these details are collected and then the database is updated The example below shows the Specific tab entry used to collect the caller s telephone number and assign it to the call variable CP4 Properties for Store Telephone Number General Entry Prompts i Reporting Results Please enter a generic command Generic free format command CP4 key When all the details have been collected the database needs to be updated The database Execute Action is used When entering information into the specific tab for the first time you are taken through a series of steps 1 Select the Database Execute icon 2 At the SOL Function window the option to Insert values was chosen as information needs to be added to the database 3 Details are then entered into the SOL Wizard as shown below When the Database table is selected the list of fields contained within the table is inserted SOL Wizard Function Tables INSERT OrderDetails ContactT elephone CP4 Cost DBD 1 CreditCardE xpiry CP3 CreditCardNumber CP2 ISBN DBD 2 Add Values Cancel 4 When the details have been entered the SQL
359. mail server provides counter variable COUNTER1 to COUNTER15 These can be used in the same way as other call variables They can also be manipulated using Generic 991 action commands for Set Counter 106 Clear Counter 104 Counter Decrement 10 and Counter Increment 105 They can also be used with the Decrement and Test Counter 16 and Increment and Test Counter 16 gt actions By default the initial value of a counter variable is 0 The formats COUNTERx or COUNTER x are both supported Settings ww 1 Click the amp Conditions Actions icon and select Li Decrement and Test Counter 2 The General 9 Entry Prompts 925 Reporting 9 and Results 9 tabs are standard tabs available to all actions 3 The following controls are available on the Specific tab Select Counter 15 I Value to test counter against 12 IL e Select Counter Select the COUNTER variable to decrement and then test COUNTER1 to COUNTER15 can be selected by entering 1 to 15 respectively e Value to test counter against This can be a number or another call variable 80 gt When the counter matches the value the True result connection is used otherwise the False result connection is used Results This action has the following results which can be connected to further actions e True This result connection is used if the counter value matches the test value e False This result connection is used if the counter value does not match the test valu
360. mailbox The NameWavsTable does this by requesting an extension number and then you can play re record and submit a name recording for that extension You can then enter another extension number and so on If this option is used it should be protected by a suitable PIN code and other security protections as it can be used to record names for any mailbox To use the Name table 1 In Voicemail Pro create a new module 2 Add a Goto action and open its properties 3 In the General tab enter a unique number in the Pin 4 In the Specific tab in Please select a node to go to enter NameWavsTable 5 Click OK 6 Using a short code or other method create a route to the new module 11 3 4 Changing Full Names Users with DS port display telephones can set and change the way in which their full name is displayed through their telephone This name will then be used for the text matching part of Dial by Name To changing your name using a telephone with a menu Fae Key 1 Press Menu re twice 2 Press gt and select ProgA 3 Press P and select Name 4 Enter the new name Use the dialing keys and Rotat to enter characters For example to enter an L press the 5 key and then press Rotat until an L is displayed You can use the top left display key to backspace 5 When the text is as you require press Done 6 Press Exit x Administering Avaya IP Office Platform Voicemail Pro Page 337 IP Office Platform 9 1 15 601063 Issue 10c 09
361. mber 2014 6 12 2 Queue Position the Queue Position action plays to the callers their position within the queue of calls for a hunt group It is not used for calls queued for a user The queue position is supplied by the IP Office when it requests a queue or still queued announcement message to be played to a caller A simple announcement is used that does not include queue position and estimated time to answer However if required the Queued and Still Queued call flow start points can be added and customized using actions including this one e When the system presents calls to a hunt group on the IP Office IP Office uses the call priorities followed by the call waiting times to order the calls in the queue By default internal callers are assigned Low priority while the priority of external callers is set by the IP Office Incoming Call Route used to route the call default also Low e Do not mix calls of different priorities if you are using Voicemail Pro to announce the queue estimate time to answer ETA and the queue position to callers since those values will no longer be accurate when a higher priority call is placed into the queue Note that in such a situation Voicemail Pro will not increase a value already announced to a caller e The IP Office Manager option Synchronize calls to announcements should not be used with call flows that include this action To enhance the caller experience you can use the call flow designers to record
362. me as if Ask Caller was selected e Frequency Sets how often the alarm should occur The options are Single Daily or Weekly A variable with value 1 2 or 3 respectively can be used e Day Useable with Single and Weekly alarms Set the day for the alarm The option Today is also available for alarms where the Frequency is set as Single Administering Avaya IP Office Platform Voicemail Pro Page 46 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Using the Voicemail Pro Client Using the Navigation and Details Panes e File This field is optional If a file is specified here it is used for the alarm call If no file is specified the default alarm message This is an alarm call please hang up is used e Display Text By default the alarm will display Alarm on the target if it is an Avaya display telephone This field can be used to customize the text used e Ring Time Default 60 seconds Range 5 to 120 seconds This field set the length of ring time used for the alarm call if not answered e Retries Default O Off Range O to 10 This field can be used to specify how many times the alarm should be repeated if it is not answered and cleared When a value other than O is selected the Interval option becomes available to specify the interval between repeats e Interval Default None Off If a number of retires is specified this option can be used to select the number of minutes between repeated alarm
363. mmaanaza 226 8 6 2 Clearing a MAiIDON w ww wwmemmamamemawwmawa 227 8 6 3 Mailbox Outcalling Settings 228 8 6 4 Personal Distribution ListS 230 8 7 Remote Voicemail NotificatiOn 231 8 71 CallDaCk ac ennyn a GYF i ysg 232 O i ec lae ss Sa a dist eas Glories 234 9 Administration 9 1 Routing Calls to Voicemalil w w wmmea 238 9 1 1 Routing Calls to Voicemail 239 9 1 2 Forward Unconditional to Voicemail 239 9 1 3 Transferring Calls to Voicemail 239 9 1 4 Using Short Codes to Access Voicemail 240 9 1 5 Using VM to Access Voicemalil 241 9 1 6 Voicemail Telephone Numbers 242 9 1 7 Example Call FIOW wwwwwwmmamamemmwmmiwa 243 9 2 Recording Calls KA aa 245 9 2 1 Call Recording Warning www wwa 246 9 2 2 Setting the maximum recording length 247 9 2 3 Voice Recording Library 248 9 2 4 Manual Call Recording w ww wwa 251 9 2 5 Automatic Call Recording 255 9 3 ANNOUNCEMENTS cc eeeeseeeeeneeeeeneeeeeeneeeeeaeeteenenereaaes 261 9 3 1 Mandatory Announcement Exampl 261 9 3 2 Personal Announcements 262 9 4 Support for Callers with Impai
364. module is created it overrides the default record operation Therefore it must at minimum emulate the default manual recording process of placing recordings into the mailbox of the user who triggered recording For example in the module call flow shown below the Listen action is set to UUI e Whenever recording is triggered UUI contains the user name of the user who that triggered the recording process Modules gt Record Start Point Properties for Listen Listen ta Caller s Mailbox Mailbox Cancel Administering Avaya IP Office Platform Voicemail Pro Page 254 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Administration Recording Calls 9 2 5 Automatic Call Recording The IP Office system can be configured to automatically record calls based on the user hunt group incoming call route or account code Trigger Outgoing Default Recording Destination Incoming Call Route None For the call duration or up to 1 hour Hunt Group f x Hunt group mailbox Until ended or transferred to a user outside the hunt group or its overflow group User d Z User mailbox Until the user ends or transfers call Account Code x ff User mailbox Until the user ends or transfers calls Individual calls may match several recording criteria In that case the following applies e If the destinations for the recordings are different separate recordings occur with the durations are indicated
365. mp Queue ETA Action 169 Speak the caller s expected time to answer i Queue Position Action 17 Speak the caller s queue position Administering Avaya IP Office Platform Voicemail Pro Page 168 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Queue Actions 6 12 1 Queue ETA vats The Queue ETA action plays the estimated time to answer ETA in minutes to a caller in the queue of calls for a hunt group It is not used for calls queued for a user The ETA is supplied by the IP Office when it requests a queue or still queued announcement message to be played to a caller It is calculated based on the queued time in the previous hour of the last 5 queued and answered calls It is always rounded up to the nearest minute For an example see Customizing Queuing 21 A simply announcement is used that does not include queue position and estimated time to answer However if required the Queued and Still Queued call flow start points can be added and customized using actions including this one e When the system presents calls to a hunt group on the IP Office IP Office uses the call priorities followed by the call waiting times to order the calls in the queue By default internal callers are assigned Low priority while the priority of external callers is set by the IP Office Incoming Call Route used to route the call default also Low e Do not mix calls of different priorities if you are using Voic
366. mpt or specify a new file name and then record the new prompt ee Edit Prompt Edit the details of the currently highlighted prompt using the Wave Editor 934 e X Delete Prompt Delete the currently highlighted prompt from the play list Note that the actual prompt file is not deleted from the server tt Move Prompt Move the position of the currently highlighted prompt in the play list e Allow prompts to be interrupted by Tones If selected the callers can press tone keys to make selections during the playing of the actions entry prompts The Edit Play List 126 action can be used in call flows to record a specified prompt This helps you to create call flow options where the voicemail user can record prompts themselves to reflect changes in operation Speaking Variables to Callers Call variables can be used as prompts The value of the call variable is then spoken This applies to all variables that are numeric values It also applies to NAM which plays the mailbox user s recorded name prompt Numbers are spoken as a series of single digits For example 123 is spoken as one two three To speak 123 as one hundred and twenty three requires TTS to be installed and a Speak Text 1h action used Some call variables can be played as prompts for example e NAM Plays the mailbox s name prompt if one has been recorded e CLI Speaks the caller s CLI e RES Plays the current result if it is a wav file e VAR Plays the
367. n Identification window Campaign Wizard 343 Campaign Web 345 Campaign Web Campaign open 345 Campaign Web Component 345 Campaign Wizard Campaign Identification window 339 Campaign Wizard Customer 339 Campaign Wizard Customer Menu window 339 Campaign Wizard Customer Prompts window return 339 Campaign Wizard Introduction 339 Campaign Wizard Introduction window 339 Campaign Wizard Select 339 CAMPAIGNS 310 311 318 319 321 Captaris RightFax 349 352 capture 311 ISBN 326 Castelle 355 Castelle FaxPress 355 Catalogue 242 Catalogue Collect 242 CCC Administering Avaya IP Office Platform Voicemail Pro IP Office Platform 9 1 want 95 Centralized Voicemail Pro 267 CFG 270 271 change outcalling 375 change outcalling destination 375 Change password 207 change press 375 390 changed during call 267 channels 255 Check 2nd 217 262 Check Announcements On 217 Check Broadcast 214 Check Digits add 160 Check Digits Action 88 160 Check Expand 155 302 Check Hide 246 CID 319 Clear a mailbox 227 CLI Routing add 132 133 CLI Routing Action 88 132 133 clicking Help button 164 ClickUser 232 Client Server Connection Timeout 175 283 Clock 88 390 add 153 Clock Action 88 153 cmp_01 390 cmp_02 390 cmp_03 390 cmp_04 390 Collect Used 72 74 Collect Callers Details 332 Collect Messages 242 Collect New Mobile Twinning No name 271 Collect Voicemail 215 239 COM 155 302 compare 63 68 80 260 Complete Seguence 98 Com
368. n and sign o o oo 00 00 WIVJIJININININININ ODVINIJOIDODIGSINIOJUTEW W f soja olo nm s 2 2 9 z 5 ale ocr BI 2 5 nob ow E lt 3 o o c nw S 8 a 2 6 Ole 33 g e 3 jg tn cr ON n o o 5 gt o o a o ben v o 5 lt D o v v N cr o v O o 5 3 o v v o a o v o 2 lt UP o v v oo YA End of message Next message You are selecting an option for automatic message scan You are automatically scanning your incoming messages To listen to the message press 0 to respond to or forward the message press 1 You are automatically scanning your incoming messages To listen to the message press 0 to respond to the message press 1 To skip the next message press the sign to the listen to the header rewind by pressing 2 then play by pressing 3 to skip to the next category press Broadcast and login message services are not available To rewind to the current entry press 2 to rewind to previous entry press 2 as many times as necessary Mailbox id must be less than or equal to less than 16 digits 0 A A A aju ns 00 oo YN 00 co ns ie oo ul o oo ul N hort silence seconds of silence f 7 N iIi PI ojola ct v gt 8 g a 8 e o 21 gt o S S 2 AA a lo 7 ae BIS Ia mn S o o o Q Zn 5 o E fy o ow 3 Sl lt gt o o o v o Al lar o no o a 2 oO oO
369. n commands for Set Counter 106 Clear Counter 10 Counter Decrement 10 and Counter Increment 105 They can also be used with the Decrement and Test Counter 168 and Increment and Test Counter 16 actions By default the initial value of a counter variable is 0 The formats COUNTERx or COUNTER x are both supported The 16 variables CPO to CP15 are used to store values call parameters for the duration of a call within the call flow Values can be written into these variables using the Generic 9 action command CPx lt value gt where x is 0 to 15 and lt value gt is the value to be stored The formats CPx or CP x are both supported The date associated with the call The individual elements of the date can be accessed using the DAY YEAR HOUR MINUTE and SECOND variables The current day The phone display text CALLERS_TZOFFESET COUNTER DISPLAY Administering Avaya IP Office Platform Voicemail Pro Page 80 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Variables Call Variables Variable Write Description DBD A set of 6 variables DBD 0 to DBD 5 for fields extracted from a current database record See Database Actions 16h The formats DBDx or DBD x are DDI Yo Holds the DDI of the call if available both supported ETA Holds the expected time to answer in seconds for a gueued caller This time is based on the last 5 gueued and answered calls for the
370. n is used depend on the mailbox mode in which the Voicemail Pro is Next running Janm e IP Office mode Users who press 0 while they are logged into their mailboxes will be routed to the Next result e Intuity mode Users who press 0 whilst in their mailboxes will be routed to their Voicemail Reception number if set The Next result is not used Administering Avaya IP Office Platform Voicemail Pro Page 121 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 6 6 2 Leave Mail The Leave Mail action assists the caller to leave a message in the start point s mailbox or in a specified mailbox For examples of the action in a call flow see e Routing Calls to Voicemail Example Call Flow 243 e Hunt Group Queuing Example Call Flow using POS 22h e Changing the Language Setting for a TTY Device 265 e Example Call Flow Dial by Name 335 Settings 1 Click the Mailbox Actions icon and select Sy Leave Mail 2 The General 9 Entry Prompts 924 Reporting 95 gt and Results 974 tabs are standard tabs available to all actions 3 The Specific tab is used to indicate the target mailbox for the message General Entry Prompts Spectic Reporting Results Leave message to 9 Caller s Mailbox Mailbox SS VRL e Caller s Mailbox The mailbox matching the start point of the call e Mailbox Select or enter the name of the target mailbox e Clicking on the browse b
371. n milliseconds Example e A short silence of 1 second lt silence msec 1000 gt done e SSML Tag break Attribute This tag consists of the following attribute e time Sets the duration in milliseconds Example e Ashort silence of 1 second lt break time 1000ms gt done Administering Avaya IP Office Platform Voicemail Pro Page 361 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 11 6 2 Setting Up Text To Speech to Read Email In conjunction with MAPI e mail clients and Exchange server TTS can be used to read new e mails in a user s e mail inbox when they access their voicemail mailbox The Voicemail Pro server must have been installed and configure to support voicemail e mail using a MAPI client E mail reading can only be enabled for IP Office users whose Profile setting is set to Mobile User or Power User IP Office must have a VMPro TTS Generic or a VMPro TTS ScanSoft license for e mail reading to work with a Windows based Voicemail Pro server and a VMPro TTS Professional license for e mail reading to work with a Linux based Voicemail Proserver This feature is supported only for Intuity mode Users hear their new voicemail messages and then the number of Messages with text Before each e mail is spoken details of who it is from when the message was sent and the size are given These details assist the users to skip large or non urgent e mails E mail reading cannot be used for e mails in HTM
372. n the Voicemail Pro server Information about the size and contents of the mailbox is displayed and some key settings You can right click on the mailbox to perform various actions e Predictive Calls This section is used to create call flows for predictive calls made by Avaya Outbound Contact Express e Short Codes Clicking on this icon will display a list of the short code start points configured on the server e Default Start Points 74 gt These icons are used to display the default call flows for different types of voicemail operations e Voicemail Pro Administrators 451 Clicking on this icon will display a list of administrator accounts configured on the Voicemail Pro server These are accounts used for remote access to the server e Server Queues e Alarms 46 gt Click on this icon will display a list of outgoing alarm calls that the Voicemail Pro server is current scheduled to make The list can be used to edit delete and add alarms e Outcalls 481 Clicking on this icon will display a list of calls other than alarms that the Voicemail Pro server is currently scheduled to make These are typically calls to inform users of new messages in their mailbox The list can be used to edit the call settings e User Variables 8 User variable are values stored by the Voicemail Pro server which can be written to and read by actions within call flows Clicking on the icon will display a list of the user variables and their current values T
373. n2207 From 2205 LA Inbox Arranged By Date Newest on to e 9 9 Unread Mail eee B Administrator re Sj Sent Items a o Last Week Sent Thu 23 04 2009 15 04 g Mail Folders MT UU D 3 Administrator Wed 29 04 O agentl AII Mail Items bd oicemail Message Extn3103 gt Ext g C3 ig Mailbox agenti ITALIA 0 ce Cal backup 13 Two Weeks Ago o O a Deleted Items S7 Administrator 23 04 2009 J WB Drafts Vo cemail Message Extn2205 gt Bet 9 3 3 Inbox S Kg Junk E mail a A Outbox 2 E Quarantine IP Office Voicemail redirected message 3 e Mailbox access using the telephone visual voice or one X Portal for IP Office is done against voicemail messages in the e mail account Therefore some actions offered by the non email interfaces cannot be used as they have no e mail equivalents e Messages stored in an e mail account cannot be saved e Undeleting messages using 8 from the telephone does not work for voicemail messages stored in Exchange e Access using UMS IMAP and UMS web voicemail is not supported e Messages are not subject to Voicemail Pro housekeeping e Only voicemail messages in the inbox are recognized If a message is moved to another mailbox folder it is no longer visible to the voicemail system e Message waiting indication MWI is supported e Note When using an Exchange server as the message store for a user s voicemail messages the Voicemail Pro server will deliv
374. nd select Yes Administering Avaya IP Office Platform Voicemail Pro Page 247 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 9 2 3 Voice Recording Library When recording calls either manually 2531 or automatically 256 the default option is to save the call recordings in a specified mailbox The recordings can then be played in the same manner as a normal message is played However if you set either Voice Recording Library or Voice Recording Library Authenticated in the Recording Auto field the automatic call recordings are saved to a specific location the VRL directory Similarly if you set either Voice Recording Library or Voice Recording Library Authenticated in the Recording Manual field the manual call recordings are saved to the VRL directory The VRL directory is the location that Avaya IP Office ContactStore 24 polls regularly to collect the call recordings You can also specify VRL as the destination for calls recorded through a Leave Mail action in a call flow To configure VRL on Windows based Voicemail Pro server 1 Ensure that ContactStore has the Read and Write permissions on the VRL directory by default C Program Files Avaya IP Office Voicemail Pro VM VRL of the Voicemail Pro server If ContactStore and Voicemail Pro server are installed on different computers map the VRL directory on the Voicemail Pro server as a network drive on the ContactStore server with the read and write permissions
375. nd select the individual user 3 View the Source Numbers tab 4 Click Add In the Source Number field enter H followed by the hunt group name For example to receive message waiting indication from a hunt group called Main enter HMain 5 Click OK 6 Click a to merge the configuration change back to the IP Office Administering Avaya IP Office Platform Voicemail Pro Page 195 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 8 2 Mailbox Passwords 8 2 1 Password Rules Enforcement The IP Office system controls the rules applied to mailbox passwords These are e Whether the password has a minimum length and what that length is e Whether complexity rules are applied when passwords are changed When applied the complexity rules are Note You can set and change though not see mailbox passwords through the IP Office system configuration The passwords set there do not need to comply with the password enforcement rules However when changed by the user the password enforcement rules are applied To set the mailbox password rules 1 Use IP Office Manager to receive the configuration of the IP Office system 2 Select System and then select the Voicemail tab e Enforcement Default On When selected the requirements for minimum password length and complexity below are applied when a user changes a mailbox password e Minimum length Default 4 Sets the minimum password length allowed on password changes wh
376. nd used Each server uses the SMTP server service on the same server computer as the voicemail service For example a Windows based server uses the SMTP e mail provided by the IIS on the same server The voicemail service also uses the domain set to filter incoming SMTP mails received by the SMTP server For this to work the domain entered should be the fully qualified name of the server on which the Voicemail Pro server is running for example vmpro1 example com Any incoming messages where the recipient mail domain is not exactly the same as the specified domain are ignored The recipient can either by vmsyncmaster vmsyncslave or the name or extension of a mailbox on the Voicemail Pro server for example Extn201 vmprocentral example com or 201 vmprocentral example com External SMTP Receiver SMTP Receiver Extemal x Drop Folder c inetpub mailroot drop Domain 192 168 0 214 e External 18t Use this option when the Voicemail Pro server is on a server where it co exists with a third party SMTP application for example an IIS server with SMTP enabled The External setting should be used when the Voicemail Pro server should check the mail drop folder on a local SMTP server for SMTP e mail messages For example when there is an IIS server with SMTP enabled on the same server computer as the Voicemail Pro server e Distributed or Primary Backup Voicemail This is the option that should be used if the Voicemail Pro server is a Windows based
377. nder Settings General Directories Email Housekeeping SNMP Alam Voicemail Recording Bac gt MAPI Service MAPI SMTP Sender SMTP Receiver dB XK E Loosing a Domain Server Port No Identifier Auth User Password 192 168 0 214 localhost 25 vmpro localhost None e Logging If selected SMTP logging 374 by the server is enabled e Servers This section is used to enter details of the SMTP server or servers to which the Voicemail Pro server sends its messages Click on the icon to add another entry using the settings below The and v icons can be used to adjust the order of the entries when several SMTP servers are specified e Mail Domain This field is used differently depending on whether it is the first entry in the list or not e For the first server entry in the list This is the default outgoing e mail setting It also sets the mail destination domain on which the Voicemail Pro server filters incoming messages see below and so is repeated on the SMTP Receiver 18h tab e Messaging Between Voicemail Servers For messaging between Voicemail Pro servers the first entry in the SMTP Sender list must be the one configured and used Each server uses the SMTP server service on the same server computer as the voicemail service For example a Windows based server uses the SMTP e mail provided by the IIS on the same server The voicemail service also uses the domain set to filter incoming SMTP mails received by the SMTP
378. nds 300 minutes Administering Avaya IP Office Platform Voicemail Pro IP Office Platform 9 1 Page 283 15 601063 Issue 10c 09 December 2014 e Play Advice on Call Recording Default On Use this check box to set whether to play an advice warning to the callers when their calls start getting recorded It is a legal requirement in some countries to inform the callers before recording their calls and so confirm before you clear this check box e System Fax Number Default Blank Use this field to set the number of the fax machine to which all incoming faxes are to be directed If you are using a fax board the number that you enter must match the extension number that is connected to the fax board of the fax server computer For details see Setting the Voicemail Pro System Fax Number 350 e Intuity mailbox owners have the additional option to define their own personal fax number instead of the system fax number As the system administrator you still need to set a system fax number to enable mailbox owners to override it with their preferred personal fax number Incoming calls are directed to Voicemail Pro and then Voicemail Pro redirects fax calls to the mailbox owner s personal fax number if one has been set For details mailbox owners can refer Avaya IP Office Using Voicemail Pro in Intuity Mode 15 601130 e If your fax system requires prefix addressing for example the C3000 fax server do not type a fax number in the System
379. new sub folder is now listed Administering Avaya IP Office Platform Voicemail Pro Page 298 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Using Web Management Custom Prompt Management 10 2 7 Renaming a Folder For new sub folder that you have created you can rename the folder if required Do not rename any of the other existing folders To rename a folder 1 Using a web browser log into the web management menus for the server hosting the voicemail service 2 Click Applications and select File manager 3 Select the VMProCustomPrompts directory 4 In the directories panel on the left right click on the folder name and select Rename Folder 5 In the Directory Name box enter the name for the new folder Click OK 6 Refresh the folder view by clicking on the name of the parent folder again 10 3 Backup and Restore The server web management menus can be used to run server backup and restore functions Note that these are functions for all applications hosted by the server but which include the voicemail server See Backup and Restore 524 10 3 1 Backing Up Using Web Managment e This section provides just a summary of the processes for backing up restoration of a Linux voicemail server using web management Refer to the IP Office Web Management documentation for full details especially remote server and proxy configuration as these menus are also used to backup and restore other services provided by the Linux s
380. ng a transfer w wn When finished recording press to approve or 1 to edit your message To exit press now You addressing your message Enter the Digit extension To modify press 1 if finished press To hold the message in its current category press H To skip to the next category press Password must be Zero ga o amo ui UIF BR HEL NON DD DIA U Ko co oj we WIN RF OA w uo N Ko You are reviewing a list Priority Ou ul PON Ww o As you use IP Office your name will be included in system announcements that you and other people will hear Press 1 and at the tone please speak your name After speaking your name press 1 again To re record you name press 1 to approve press 4 o o oo At the tone please speak your name After speaking your name press 1 You are recording your name After you record your name you can access other IP Office features As you use IP office your name will be included in system announcements that you and other people will hear Press 1 and at the tone please speak your first and last name as you would like others to hear it After speaking your name press 1 again o o You are recording your name To record your name press 1 After recording press 1 again To play back name press 23 to approve press To make private press 1 To make priority press 2 To remove private status press 1 ao aojo Ble
381. ng but did not answer Busy e Busy OutO Hours This result is used when the call has been routed to the Voicemail Pro server because the original target user is busy Default i e Out of Hours This result is used for hunt group calls when the original target hunt group is in night service mode e Default Where the cause for the call being routed to voicemail cannot be determined or does not fit the criteria above the Default route is used Administering Avaya IP Office Platform Voicemail Pro Page 133 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 6 8 4 Transfer The Transfer action transfers the caller to the extension that matches the mailbox selected This is a blind transfer if the call returns to the Voicemail Pro server again for example if unanswered it will be treated as a new call More advanced transfers are done using either a Call List Action 13 or Assisted Transfer Action 130 Settings 1 Click the g Telephony Actions icon and select Transfer 2 The General 9 Entry Prompts 925 Reporting 9 and Results 971 tabs are standard tabs available to all actions 3 Select the Specific tab Poegacvevsccovecscvseees Transfer call to Destination Source of transfer displayed on phone Description displayed on phone Set Caller Priority LOW Notify Caller of Transfer to Target e Destination Enter the number of the destination for the transf
382. ng calls 263 path file 310 311 318 319 321 pathname 310 319 321 file 311 PC Multimedia 93 PDF 201 Peak Times 186 292 375 Permissions 164 325 Personal Announcements 261 262 Personal Distribution List 230 creating 99 group 214 Personal Distribution Lists 214 230 PIN 88 91 118 337 390 enter 128 set 336 Pitch Change 357 Play Advice 246 check 175 283 Play Advice on Call Recording 246 Play Configuration 74 88 128 232 233 Play Configuration Menu 74 88 233 access 232 add 128 Play Configuration Menu Action 88 128 232 Using 233 Play Help 141 playbeep 321 playbeep As 321 playbeep As Boolean 321 Page 405 15 601063 Issue 10c 09 December 2014 PlayDigits 317 PlayDigits Method 317 PlayLocaleWav 318 PlayLocaleWav Method 318 PlayWav 319 PlayWav Method 319 Please contact administrator 375 Please Edit 341 Campaign 339 PM 375 390 point Still Queued 219 por Espa ol 268 Port SMTP 178 285 POS 68 80 122 157 221 319 position 319 PositionInQueue 308 PositionlnGueue Property 308 Post 88 154 Select 217 262 Post Dial 88 add 154 Post Dial Action 88 154 Post Call Completion 98 POT 263 349 354 preceding Database Execute 325 Database Open 165 Leave Mail 149 Menu 139 Voice Question 99 preference press 375 Prefix 76 175 232 283 348 349 350 357 Previous login 375 Prime Times 186 292 375 Priority 169 170 221 234 255 313 375 Privacy 313 Pro 242 problem transferring 390
383. ng is not possible return busy tone to the caller e xx Record calls at intervals matching the set percentage eg for every other call for 5090 e For inbound calls recording will not take place if the call also goes to normal voicemail 8 Use Recording Auto to specify the destination for the recordings e Mailbox This is the default option When selected the adjacent drop down list can be used to select the destination user or hunt group mailbox e Voice Recording Library This option should only be used if a VRL application has been installed The recording files are placed into a VRL folder for collection by the VRL application See Voice Recording Library 2481 e Voice Recording Library Authenticated This option should only be used if a VRL application has been installed The file header of the recording files are updated with a cryptographic hash data and then the recording files are placed into a VRL folder for collection by the VRL application See Voice Recording Library 2481 9 Click OK 10 Click al to send the configuration back to the IP Office Administering Avaya IP Office Platform Voicemail Pro Page 257 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 To set automatic call recording for an incoming call route 1 Open IP Office Manager and load the configuration from IP Office 2 In the Navigation pane click o Incoming Call Route 3 Select the required incoming call route
384. ng to the letter on a standard telephone keypad For example if you are using a mobile phone with a QWERTY keypad in response to the prompt To delete press D press 3 WAV File Intuity Prompt 2 at Not private To record a new message press 4 13 To record press 1 after recording press 1 again Administering Avaya IP Office Platform Voicemail Pro Page 375 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 WAV File Intuity Prompt To review from beginning press 1 if finished press Is not available to leave a message wait for the tone No operator defined To modify status press 9 for yes or 6 for no Deleted Entry First message For help press H For help at anytime press H Invalid entry To restart at the activity menu press R You are recording a message Later List Enter last name Administering Avaya IP Office Platform Voicemail Pro Page 376 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 oo 74 so seo so 96 BR Appendix Prompts WAV File Intuity Prompt No more list space Must be six or fewer numerals To forward message with comment at end press 3 Return to previous activity Because there were no entries You can store your list or delete members but you cannot add members No more lists List has no entries Members Midnight Returned to getting messages Messages
385. ngth When queuing is selected announcements can be played to the queued caller See Configuring Queue Announcements 21b Administering Avaya IP Office Platform Voicemail Pro IP Office Platform 9 1 Page 220 15 601063 Issue 10c 09 December 2014 Mailbox Access and Configuration Hunt Group Voicemail 8 5 8 Customizing a Hunt Group Call Flow Using Voicemail Pro you can customize the queuing operation through the use of Queued and Still Queued start points either specific to a particular hunt group or default for all groups The cC Gueue ETA and F susue Position actions can be used to provide callers with gueue information and then place them back in the queue Within a Queue or Still Queued start points call flow the default action for any unlinked results is to place the caller back in to the queue rather than disconnect the caller e Incoming Call Route Priority The IP Office supports a configurable Priority setting 1 2 or 3 on Incoming Call Routes Calls assigned a high priority are moved up any call gueue ahead of those with a lower priority The use of this feature is not compatible with Oueue ETA and Oueue Position messages as the spoken gueue positions and ETA for some callers may be overridden by calls with a higher priority For example a caller might hear that their gueue position is 5 If a call is received on an Incoming Call Route with a higher priority the next time the gueue position is heard their gueue
386. ning off O Off or 1 On voicemail_on Voicemail Reception O Off or 1 On voicemail_reception Voicemail Email Mode O Off 1 Copy 2 Forward 3 voicemail_emailmode Alert Voicemail Callback The destination number for voicemail _ voicemail_dialback Number callback 2335 Group Service Mode Yo 0O Out of service 1 in service or 2 service_mode night service mode e Select Variable For Result If the Operation is a Get a call variable 8 must be selected to store the value returned Free Format Equivalent This action creates a free format command 1051 such as CFG GET lt extension number gt lt parameter name gt lt parameter value gt or CFG SET lt extension number gt lt parameter name gt lt parameter value gt The free format parameter names and values are listed in the table above For example to set announcements on for extension 201 the free format command is CFG SET 201 enable_comfort_announcements 1 The following additional options exist only as free format command strings User Hunt Value Free Format Personal Group Parameter Name Configurati on Action Follow Me Number Px Mumber o folow menumber v Xx fo om ort on nosau x Tx omeiom emoa x Off Hook Station Administering Avaya IP Office Platform Voicemail Pro Page 103 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 6 5 1 4 Clear Counter This Generic command resets one of the 15 COUNTER call
387. nistering Avaya IP Office Platform Voicemail Pro Page 164 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Database Actions 6 11 2 Database Execute B The Database Execute action performs an SQL query on a database opened on a preceding Database Open action An SQL query that is generated by the Database Execute Action does not support spaces in the field or table names If you are using a Microsoft Access database do not use a field name that has the same name as its field type For example do not use the name Number for a number field e These features are not supported on a Linux based Voicemail Pro server e For IP Office Release 9 1 use of database actions no longer requires the IP Office system to have an Advanced Edition license Settings 1 Click the 3 Database Actions icon and select EJ Database Execute 2 The General 9 Entry Prompts 924 Reporting 95 and Results 9A tabs are standard tabs available to all actions 3 Select the Specific tab The SQL Wizard window opens Use the wizard to construct the SQL query e Any data included in the query must match the data type number integer or text of the field that the query runs on Values being used to query a text field should be enclosed by quotation marks This applies whether using query values entered directly or using Voicemail Pro variables For example if using KEY as a query value for a text field query you must enter K
388. nt Group Queuing 122 220 HuntGroup 214 217 220 256 ICLID 232 ID 200 241 ident 310 ident As String 310 Identifier 178 181 285 Idle 183 289 If used 221 illustrates 268 Import 34 230 IMS email 183 289 Inactive 28 175 283 375 390 Inactivity Timeout 175 283 Incoming Call Route 72 75 169 170 196 200 221 255 256 261 335 match 241 Voicemail 200 IncomingCallRoute 76 incorporates BLF 343 Install Voicemail Pro 264 267 Interact 325 349 International 375 internet 345 interruptables As String 317 318 319 321 324 intranet 345 Intuity Emulation Mode 202 Administering Avaya IP Office Platform Voicemail Pro IP Office Platform 9 1 Index Intuity Mailbox Mode 201 334 336 Intuity Mailbox User Guide read 175 283 350 refer 230 see 201 Intuity Prompt 375 Invalid 243 375 390 call follows 134 139 IP Office application 195 213 IP Office Conferencing Center 88 IP Office ContactStore 248 IP Office Control Unit 150 IP Office Documentation CD 201 IP Office Intuity 202 348 352 IP Office Intuity Mailbox User Guide 202 348 352 IP Office Mailbox Mode 219 334 336 IP Office Mailbox User Guide 220 see 201 IP Office Manager application 72 75 76 IP Office Mode 120 122 215 239 390 IP Office No Answer Time 211 IP Office TUI 306 IP Office User Guide 201 IP Office Wizard 156 IP Trunks 245 is eta 319 ISBN 326 caller matches capture 326 matches 326 matching 330 store 332
389. nt group queue Only available when using Queued and Still Queued start points e TimeSystem Holds the length of time in seconds since the call was presented to the IP Office system Only available when using Queued and Still Queued start points Administering Avaya IP Office Platform Voicemail Pro Page 221 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Example Call Flow The screen below shows an example of a queued call flow that uses a condition to test the value of the call variable POS for the queued caller Specific Start Points Users A Groups wA Short Codes rc Default Start Points age Collect Leave Conditions Editor Default Start Points gt Queued A Success Failure Queue Position Still Queued H QueueSize Compare K Compare Value POS Is Value B ze Modules k Conditions Editor CG Sn DK Bre Compare values This condition is TRUE if Greater than X age AutoRecord oe Outcall e Acondition QueueSize was created The Compare element added to the condition tests whether the value of POS is greater than 4 e In the call flow e When the caller is in queue positions 1 to 4 the value the condition is false The caller is passed to a Queue Position action and hear their gueue position before returning to the gueue e When the caller is in queue position 5 the value of the condition is true The caller is
390. ntained within the session s mailbox Long 11 1 2 23 GetSavedResult Method This method is used to obtain the SAV session variable o E Parameters e digid Long Default 0 The connection for the voicemail session Return Value The value of the SAV session variable associated with the specified voicemail session String 11 1 2 24 GetUserExtension Method This method returns the extension number associated with the specified mailbox Method piss GetUserExtension mailbox Parameters e mailbox String String The mailbox to which the message belongs Return Value The extension number String Administering Avaya IP Office Platform Voicemail Pro Page 315 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 11 1 2 25 GetUserMailboxFromExtn Method This method returns the mailbox associated with a specified extension number Method voice GetUserMailboxFromExtn extension Parameters e extension String The extension number A variable such as CLI can be used with an internal caller to identify the user s mailbox Return Value The mailbox name String 11 1 2 26 GetUserVariable Method This method returns the current value of a specified user variable voice GetUserVariable variable Parameters e variable String The user variable name Return Value The current value of the user variable String 11 1 2 27 GetVariable Method This method is used to obtain the VAR
391. nu action instead of a system fax number If a system fax number is not set up a menu action can be used instead The F character can be used as one of the touch tone choices of a Menu action to specify the actions that should be applied to fax calls See Routing Fax Calls Using a Menu Action 35 e Important By default Voicemail Pro fax detection is disabled To enable fax detection you must define a system fax number See Setting the Voicemail Pro System Fax Number 3501 Administering Avaya IP Office Platform Voicemail Pro Page 348 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Voicemail Pro Examples Fax Server Configuration 11 5 1 Fax Server Configuration Here is an illustration to show how a fax server can be configured to work with an IP Office system The illustration applies to the following popular fax server applications e Gfi FAXMaker e Fenestrae Faxination e Equisys Zetafax e Captaris RightFax Voicemail Pro Fax Server Exchange Server with Analog Fax Board The fax server is configured to distribute faxes to exchange server mailboxes based on the original DTMF fax sub address that is passed by Voicemail Pro For the fax server and Voicemail Pro to interact specific user rights are needed If the computer that is being used as the fax server uses an analog fax board the fax board must be connected to an IP Office analog extension POT port Before you configure a fax server
392. numberOfOldMessages voice OldMsgs C Expand Line 1 Remaining Chara POS voice PositionInQueue RES voice Result e Enter VBScript In the script area enter the VBScript as required Strings for the variables and methods provided for VBScript by Voicemail Pro can be selected and inserted by right clicking on the script area This script can contain a maximum of 10000 characters e Expand Check Expand to view a larger script area e Syntax Check Click the Syntax Check button to check your input for any errors e Maximum execution time Default 90 seconds Sets how long the call flow will wait for a VBScript to complete before assuming that the script has failed Results This action has the following results which can be connected to further actions Administering Avaya IP Office Platform Voicemail Pro Page 302 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Voicemail Pro Examples Using VB Script This action has two results Success or Failure Success Failure Administering Avaya IP Office Platform Voicemail Pro Page 303 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 11 1 1 VBScript Properties The following properties can be accessed within VBScript Note that unless otherwise stated they are session based The data is specific to a particular Voicemail Pro call and does not persist between calls Voicemail contains various state variables that are associated with a specif
393. o that group Similarly a group can be taken in or out of Night Service by using Manager short codes or an associated time profile When the group is in Night Service callers are played the group s Out of Hours greeting and can then leave a message Alternatively if an Out of Hours Fallback Group has been configured callers are passed to that group Administering Avaya IP Office Platform Voicemail Pro Page 216 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Mailbox Access and Configuration Hunt Group Voicemail 8 5 5 Configuring Announcements When a caller is waiting to be answered or queuing announcements can be played to the caller The announcements are activated in IP Office Manager The standard announcement used is I am afraid all the operators are busy at the moment but please hold and you will be transferred when somebody becomes available This can be replaced by separate recordings for the 1st and 2nd announcements if required see Recording the Announcements 218 below or by custom call flows see Customizing Announcements 21 Enabling Announcements 1 Open IP Office Manager and receive the configuration from the IP Office system 2 In the Navigation pane click a HuntGroup and select the hunt group 3 View the Announcements tab 4 Check Announcements On Announcements will be played to a caller who is in a queued or waiting for the hunt group Hunt Group Voicemail Fallback Queuing
394. oCustomPrompts directory b Select the checkbox next to the prompt or prompts that you just moved c Click on the i Set Attributes icon d Deselect the Archive property and click OK 10 2 6 Create a New Folder To help organize the custom prompts you can create new folders Note however that you should only create these as sub folders to the VMProCustomPrompts folder e Creating Sub Folders for Different Languages Creating sub folders using the short names for languages for example fr for French is very useful if your system supports multiple languages See supported languages 134 for a list of the expected folder names Doing this allows you to include the variable LOC in an actions path to the reguired prompt Then either through the value of LOC passed to the voicemail server with a call or set by a Select System Prompt action the voicemail call flow can automatically switch between different language versions of the same custom prompt See Changing Language 26h To create a new folder 1 Using a web browser log into the web management menus for the server hosting the voicemail service 2 Click Applications and select File manager 3 Select the VMProCustomPrompts directory 4 In the directories panel on the left right click on the folder name and select Add Folder 5 In the Directory Name box enter the name for the new folder Click OK 6 Refresh the folder view by clicking on the name of the parent folder again The
395. ocal offset time of the IPO where the user receiving the message is located e Example In a setup where you are on IPO1 where the time is 14 00 UTC 2 00 You call another user on IPO2 where the time is 2 00 UTC 10 00 and leave a message for the user on IPO2 The system stores the message on the Voicemail Pro located in a time zone where the time is 17 30 UTC 5 30 Even though the system stores the messages in the Voicemail Pro server the system states the time as 2 00 UTC 10 00 and not 17 30 UTC 5 30 e Note If a user is hot desking on an IPO2 that is in a different time zone than the home IPO1 the system uses the offset time set on IPO1 Clock Action When you invoke a Clock Action configured on a Voicemail Pro server the Clock Action reports the time based on the time zone where you are located and not the time where the Voicemail Pro server is located e Example In a setup where you are on IPO1 where the time is 14 00 UTC 2 00 You invoke a Clock Action configured on a Voicemail Pro server where the time is 17 30 UTC 5 30 The system states the time as 14 00 and not as 17 30 Administering Avaya IP Office Platform Voicemail Pro Page 278 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Administration International Time Zone support e Note In a Distributed Voicemail Pro server setup International Time Zone support capability functions similar to the Centralized Voicemail Pro server setu
396. oicemail Pro Name Sales Team Edn211 IP Office Platform 9 1 Private List 5 When adding or editing a list you are prompted to specify the list name type and members a Personal Distribution List Page 42 15 601063 Issue 10c 09 December 2014 Using the Voicemail Pro Client Using the Navigation and Details Panes Outcalling These options are greyed out and outcalling disabled is outcalling is not allowed See Outcalling To configure a users outcalling settings 1 Click Users in the navigation pane A list of all the user mailboxes on the server is displayed in the details pane 2 Locate the user mailbox and right click on it Select View Mailbox Details 3 Select the Outcalling tab _ Mailbox Details es eo X Account Personal Distribution Lists Outcalling Enabled During Time Profile x A 09 foo v Desk For AI New Messages gt B 17 30 Escalation List v For All New Messages x c 19 v 30 DISABLED v Retry Times Escalation List System Timeout secs Delay Mins Personalised Number of retries 3 2 e The top drop down is used to select the type of outcalling and the destination for outcalling For each the outcalling destination and the type of message for which outcalling should be used can be selected e Disabled Switch off outcalling for the user e Enabled Always e Enabled During Time Profile
397. oicemail Pro and entry of a callback number through IP Office Manager See Using a Personal Options Menu Action 23 The call flow created below is a very simple example In practice you could include a menu that provides the user access to other features For example using access to a Personal Options Menu action the user can remotely change various mailbox settings including the callback number Channel Restrictions e The Voicemail Pro server has restrictions on the number of channels it can use for different types of outgoing calls that it can make These limits are separate for each of the call types When a limit is reached further calls of that type are delayed until one of the existing calls is completed These limitations are not controlled by Voicemail Channel Reservation settings e Outcalling can use up to 5 channels at any time e Conference center invitation calls can use up to 5 channels at any time e Callback calls can use up to 2 channels at any time e Alarm calls can use up to 2 channels at any time Bob Rogers gt Callback Start Point To set up the callback 1 Under A Specific Start Points right click a Users and select Add 2 In the Name field enter the user s mailbox name Select the Callback entry point and select OK 3 Within 6 select a Callback 4 Add a lp Get Mail action and under the Specific tab in Mailbox enter the user s name again or extension number Important Record an entry prompt f
398. ol o 3 o o 3 a o rr a o o 5 w o o ow o wn ct C o D v vV 8 z a nm o O ov 3 3 v 8 7 lt a o o c o 2 isi ct o o o 2 ko o 9 3 a ti o a S 9 ov 3 9 Sg o x 5 Seconds rdinal numbers 1st to 31st Enter last name of the person nm With priority With fax No message to send Page 938 968 O 990 1048 Administering Avaya IP Office Platform Voicemail Pro Page 382 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Appendix Prompts WAV File Intuity Prompt 052 061 O71 Fax message from 073 075 087 088 Press 089 To turn on press 1 You are administering addressing options To allow callers to leave messages press 1 You are administering call answer options Sorry the mailbox you have reached is not accepting messages at this time Is not available Please enter an outcalling option to hear a list of options press O Please contact the administrator To respond to or forward the message press 1 The return address for this message is not a mailbox on this system Invalid password please enter new password and sign With text With other media bytes Administering Avaya IP Office Platform Voicemail Pro Page 383 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 20120 WAV File Intuity Prompt 013 Kilobyte 014 Kilobytes 015 Megabyte 01
399. om the bookshop database The fields selected were Author Cost ISBN and Title Select Fields E Upto six fields may be selected Any fields selected in a query will be displayed in the alphabetical order e DBD 0 would return details from the field Author e DBD 1 would return details from the field Cost e DBD 2 would return details from the field ISBN e DBD 3 would return details from the field Title Each Speak Text action in the call flow returns the values from a different field selected within the database guery The Speak Book Cost action has additional text added so that the currency can be spoken In this example pounds are used Properties for Speak Book Cost General Entry Prompts E Please enter the test you wish to speak Test to speak DBD 1 pounds Administering Avaya IP Office Platform Voicemail Pro Page 331 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 11 2 1 3 Entering Details into the Database The caller is given an option to buy the book If they select to buy the book the call flow module Bookshop_CurrentBookBuy operates The call flow immediately checks that access to the bookshop database is still available via a Database Open action W Yoicemail Pro Client Intuity Local E 0 x File Edit Actions Administration Help KUUITA SALE Bw WALI oO Specific Start Points Modules gt BookShop_Curr
400. on 19 for off or through one X Portal for IP Office e Intuity Accept Call Answer If the Voicemail Pro server is set to Intuity mode users can set their mailbox to no longer accept calls using the Accept call answer setting select 5 7 1 after logging into the mailbox Callers directed to the mailbox by IP Office hear Sorry the mailbox you have reached is no accepting messages at this time Please disconnect e Customized Leave Mail A customized call flow can be setup for a user or group s Leave start point or all users and groups using the Default Start Points That call flow can direct redirect messages to another mailbox or a range of other actions The Collect start point can also be customized e Voicemail Server Disable Mailbox All operation and usage of a mailbox can be disabled on the Voicemail Pro server see below To disable a mailbox 1 Click on Users in the navigation pane A list of all the user mailboxes on the server is displayed in the details pane 2 Locate the user mailbox and right click on it 3 Select Disable Mailbox e Alternatively select Mailbox Administration and on the Account tab select or deselect the Enable option to enable or disable the mailbox Administering Avaya IP Office Platform Voicemail Pro Page 226 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Mailbox Access and Configuration Mailbox Management 8 6 2 Clearing a Mailbox Clearing a mailbox removes all messages
401. on String 11 1 2 5 GetDTMF Method This method is used to return user s DTMF input Method Voice GetDTMF digits timeout dlgid Parameters e digits Long Default 1 The maximum number of DTMF digits to capture e timeout Long Default 30 The maximum time to wait for DTMF input e digid Long Default 0 The connection for the voicemail session Return Value The DTMF keys that were pressed String 11 1 2 6 GetEstimatedAnswer Method This method is used to obtain the QTIM session variable Method Voice GetEstimatedAnswer dlgid Parameters e dlgid Long Default 0 The connection for the voicemail session Return Value The value of the QTIM session variable associated with the specified voicemail session String Administering Avaya IP Office Platform Voicemail Pro Page 311 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 11 1 2 7 GetExtension Method This method is used to obtain an extension Method O Parameters e index Long The extension to return Note that the actual extension number should not be entered as index refers to the offset number of the extension in the listing Return Value The extension at that position within the list an empty string if end of list String Example sub Main dlgid dim registration Set Voice CreateObject vmprov5 voicescript registration Voice Register dlgid if registration Then dim index dim ext
402. on is already configured as a trusted location That setting should be removed if the mailbox should always prompt the user for their password To configure a trusted location 1 Using IP Office Manager receive the configuration from the IP Office system 2 Click User and select the individual user 3 View the Source Numbers tab 4 Add or delete the source numbers prefixed with V These numbers are user as follows e User s own extension number For example a user whose extension number is 214 wants to be able to access voicemail messages without entering the voicemail code A source number V214 would be entered e Other user extension numbers For example a user whose extension is 214 wants to be able to access voicemail messages from extension 204 A source number V204 would be entered From then on when the user of extension 214 dials a short code from extension 204 system will not prompt the user for the voicemail code Not supported for Intuity mailbox users e External telephone numbers Add a V source number containing the external telephone number For example V01923 38383 would be entered if the external number was 01923 38383 When users dial the number set up as the Incoming Call Route to Voicemail from the trusted location they will not be prompted for their mailbox number or Voicemail Code See Giving Users Voicemail Access from an External Location 200 Not supported for Intuity mailbox users 5 Click OK to save t
403. on is waiting for an agent When call is answered prompts will be played within 2 00 al seconds Messages to play Messages played once a machine has been detected ds X P mx ay Order Prompt Length s Order Prompt Length s e When call is answered prompts will be played within Set the wait time within which prompts are played to a customer after the customer answers the call e Messages to play Set the list of actions that are to be taken while a customer is waiting for an agent in the queue Click 4P to add an action to the list a9 Select Action es fos lt Please make a choice from the following Pause 0 seconds E Interrupt playback on agent connect e Pause Add a pause and the time period for the pause e Message Add a pre recorded message identified by its message number to be played e Prompt Add a pre recorded Voicemail Pro prompt to be played e Loop Add a loop to sequentially repeat the actions in the list again e Interrupt playback on agent connect Immediately end the playback when an agent answers the call Not available for Loop e Messages played once a machine has been detected Set the list of prompts that are to be played if the call is answered by an answering machine Click P to add a prompt to the list These messages are played only if no agents are available If an agent is available the call is connected to the agent 5 Click OK Administer
404. on those servers To change Windows server preferences 1 Connect to the voicemail server using the Voicemail Pro client 2 Click the Preferences rd icon Alternatively from the Administration menu select Preferences 3 Select the required System Preferences tab 4 After making any changes click OK 5 Click amp Save amp Make Live Administering Avaya IP Office Platform Voicemail Pro Page 174 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 System Preferences 7 1 General This set of preferences cover general options for the voicemail server operation General Debug Level Information Default Telephony Interface CT Voicemail Password Client Server Connection Timeout min 5 2 Min Message Length secs 3 Max Message Length secs 120 2 Failback Option Graceful m Max Call VRL Record Length Secs 3600 n IV Play Advice on Call Recording System Fax Number feature is disabled when empty Use as Prefix v Enable Fax Sub Addressing General Preferences e Debug Level Default Information Critical for Unified Communications Module Use this field to set the level of information that the server should output for logging if required For Linux based servers this setting can also be set through web management using the Settings General menu in the server s platform view e Default Telephony Interface Default Intuity Use this field to select the mai
405. one 1 On vacation until 2 jabsent_msg Will be back 3 At lunch until 4 Meeting until 5 Please call 6 Don t disturb until 7 With visitors until 8 With cust til 9 Back soon 10 Back tomorrow 11 Custom O Off or 1 On Text added to the end of the Absent absent_text Message when the Absent State is z Absent Message Absent Text on ncements The destination number for the users forward_number Forward Unconditional when that option is on Do Not Disturb fi YE Do Not Disturb ka ExDireciony RH Forward unconditional Forward Unconditional Forward Number Administering Avaya IP Office Platform Voicemail Pro Page 102 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Basic Actions Parameter User Hunt Parameter Values Free Format Personal Parameter Name Configurati on Action Forward on Busy O Off or 1 On orward_busy Forward on No Answer O Off or 1 On orward_na Forward Hunt Group O Off or 1 On Used with Forward forward hg Calls Unconditional Forward on Busy The destination number for the user s forward_busy_number Number Forward on Busy and Forward on No Answer if either option is on The destination number being used for mobile_twinning_num the user s mobile twinning Twinning Type Mobile indicates or sets twinning on _ twinning_type any other value indicates or sets mobile twin
406. ontains a Menu action with a Select System Prompt action set to the reguired language for each key press For the Menu action an Entry Prompt was recorded asking the user to indicate their language choice Press 1 for English 2 por Espa ol 3 pour Fran ais The Select System Prompt actions were all connected Module Return actions 2 Next the default start point for message collection was altered The Language Select module and a Get Mail action were inserted W Yoicemail Pro Client Intuity Local E a ol x Fie Edit Actions Administration Help gwl ve 5 Ket 5 Ee Ge gt 5 e do m2 2 gu eAPF N YA WA o apene atan Forts Default Start Points gt Collect a Default Start Points 82 Calback Engish age Queued Spanish 82 Still Queued French A Voicemail Pro Administrators Modules age Lanquage Select Free Space 4 943GB Total Space 9 766 GB 3 The actions for language selection could have been inserted directly into the call flow However by doing it as a module the language selection process can be reused in other start points Administering Avaya IP Office Platform Voicemail Pro Page 268 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Administration Changing Language 9 5 2 Changing the Language of Custom Prompts Instead of using multiple return points from a Language Select module one for each language and linking to separate Get Mail actions each with an Entry Prompt in the required lang
407. or outcalling retries e Number of Retries The Number of Retries can be between 0 and 10 If the message is not collected after the last retry no notification is sent until another new message is delivered in the user s mailbox e Retry Interval The Retry Interval for each successive retry The interval is the length of time between each attempt to connect to the target number again The 6th to 10th retries use the default retry interval Administering Avaya IP Office Platform Voicemail Pro Page 292 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Using Web Management Configuring Server Preferences 10 1 6 Voicemail Recording These preferences are used to configure an SFTP connection from a Linux based voicemail server to the server running Call Recorder for IP Office or ContactStore for IP Office Before you configure the settings you must have a pre configured SFTP server running on the destination server FTP User Name FTP Password General Email Remote FTP Location Remote FTP Host Housekeeping SNMP Alarm Outcaliing Test Connection Voicemail Recording Voicemail Recording Preferences e FTP User Name Set the user name for access to the remote SFTP server e FTP Password Set the password for access to the remote SFTP server e Remote FTP Location Enter the file path for the files on the target server This is a sub path to the remote servers root folder e Remote FTP Host Set the address IP addr
408. or the first action in the callback call flow Experience with connection to some cell phone systems has revealed that this entry prompt may need to be up to 20 seconds in length 5 Connect the Start Point and the up Get Mail action 6 Click amp Save and Make Live and select Yes Administering Avaya IP Office Platform Voicemail Pro Page 232 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Mailbox Access and Configuration Remote Voicemail Notification The Default Callback Start Point In the example above a callback call flow was created for an individual user The Default Callback start point can be used to create a default callback call flow for all users If the Default Callback start point is used it must be designed so that users have to indicate which mailbox they are accessing In the simple call flow used above this can be done by entering in the Mailbox field of the Get Mail action The callback number is initially set through IP Office Manager To set the user s callback number 1 In IP Office Manager open the system s configuration 2 Click Buse to display a list of existing users 3 Double click the user for whom callback is being set up 4 Select the Voicemail tab In Voicemail Code enter a pin code and confirm this in Confirm Voicemail Code 5 Select the Source Numbers tab Right click and select add to add a new number Callback Number Enter P followed by the destination telephone
409. ording Number re recorded Sixth outbound queue message Male You must configure re recorded Seventh outbound gueue message Male Nou must configure Male You must configure Fifth outbound queue message Male Nou must configure Eighth outbound gueue message Message to play to an answering machine Female Pre configured You must record or the virtual agent message Message to play to an answering machine Male Pre configured You must record or the virtual agent message Message to play when an agent presses Pre configured You must record the default agent key F6 To add a new message first create the message information in the Avaya Outbound Contact Express Supervisor Editor application using the Message Wizard For details see Using Avaya Outbound Contact Express Supervisor Using the message slot number you can then either record the message using telephone or upload a pre recorded message to the Voicemail Pro server For details see Creating Messages 2751 To record messages Voicemail Pro uses the default short code 99 which uses the edit_messages Voicemail Collect option and is defined as follows e Short code 99 e Telephone Number edit messages include quotation marks Administering Avaya IP Office Platform Voicemail Pro Page 274 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Administration Support for Outbound Contact Express e Line Group ID 0 e Feature Voicemai
410. ords including punctuation numbers and so forth All characters should be expanded to corresponding words including punctuation numbers and so forth Add Silence This option inserts a specified number of milliseconds of silence into the output audio stream The example below would be added as lt silence msec 250 gt Administering Avaya IP Office Platform Voicemail Pro Page 113 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Speak Options a Option Add Silence M Value 250 This inserts a specified number of milliseconds of silence into the speech Administering Avaya IP Office Platform Voicemail Pro Page 114 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Basic Actions 6 5 3 Menu 2m The Menu action assists you to specify DTMF tones for which you want to create connections to following actions For example a menu can be created that gives callers a choice of transfer locations Each Menu action supports a maximum of 15 active touch tone entries For examples of the action being used in a call flow see Using a Personal Options Menu Action 23 Example Call Flow for Mobile Twinning 7h Routing Calls to Voicemail Example Call Flow 249 Changing the Language of System Prompts 268 Changing the Language Setting for a TTY Device 265 Settings 1 Click the i Basic Actions icon and select Gum Menu 2 The Gener
411. ority respectively e When the system presents calls to a hunt group on the IP Office IP Office uses the call priorities followed by the call waiting times to order the calls in the queue By default internal callers are assigned Low priority while the priority of external callers is set by the IP Office Incoming Call Route used to route the call default also Low e Do not mix calls of different priorities if you are using Voicemail Pro to announce the queue estimate time to answer ETA and the queue position to callers since those values will no longer be accurate when a higher priority call is placed into the queue Note that in such a situation Voicemail Pro will not increase a value already announced to a caller e Notify caller of transfer to target If enabled the caller is notified of a call transfer If a recorded name for the destination is available the message Transferring to followed by the associated mailbox name of the destination is played to the caller else the message Please wait you are being transferred is played This follows any prompts selected in the Entry Prompts list above Results This action has the following results which can be connected to further actions i e Next Route the call to a following action in the call flow This connection can be followed even Next after the caller has hung up if the Start 9 action option Complete sequence has been No Answer selected Busy e No Answer This connec
412. ory Identity WIN UM2UN5GIKMG EWS Default Web Site ExternalUrl https win um2un5gikmg vm2 com EWS Exchange asmx c The final properties of virtual directory should show correct URL Check this using the following command Get WebServicesVirtualDirectory fl 5 Autodiscovery Service configuration a Use the following command to set the URL for EWS auto discover PS C Windows system32 gt Set ClientAccessServer Identity WIN UM2UN5GIKMG AutoDiscoverServiceInternalUri https win um2un5gikmg vm2 com autodiscover autodiscover svc b The final properties of virtual directory should show correct URL Test with following command Get ClientAccessServer fl AutoDiscoverServiceInternalUri 6 Configure the IIS options for EWS and Autodiscovery Using the IIS management console Administering Avaya IP Office Platform Voicemail Pro Page 367 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 a a the Default Web Site settings and select EWS Enable Basic Authentication Authentication 5 1716 ca Start Page 2 9 WIN UM2UNSGIKMG VM2 Admir Group by No Grouping a Application Pools Name Status ResponseType 3 6 Sites Anonymous Authentication Enabled Default Web Site ASP NET Impersonation Disabled ADPolicyProvider_CE Basic Authentication Enabled HTTP 401 Challenge aspnet_client Digest Authentication Enabled HTTP 401 Cha
413. ot disturb set or the extension is not answered within the No Answer Time as set in IP Office Manager program default 15 seconds The caller hears the standard greeting message Your call is being answered by IP Office lt Name gt is not available To leave a message wait for the tone Users can record their own greeting messages if required When new messages are received the user s telephone call display or the one X Portal for IP Office application is updated to show the number of new messages waiting If Voicemail Ringback is enabled the Voicemail Server calls the user s extension to deliver new messages when the user next uses the telephone All messages are stored until they have been listened to and are then automatically deleted after a set time period The default time period for IP Office mode is 36 hours In IP Office mode users can designate a message as saved so that it is not automatic deleted A mailbox owner can turn voicemail and voicemail ringback on or off using the one X Portal for IP Office application The default short codes can also be used The default short codes are e 18 To turn voicemail on e 19 To turn voicemail off e 48 To turn voicemail ring back on e 49 To turn voicemail ring back off 9 1 2 Forward Unconditional to Voicemail For IP Office Release 5 0 and later the option To Voicemail is available for Forward unconditional on the User Forwarding tab within the IP Office configura
414. other than O is selected the Interval option becomes available to specify the interval between repeats e Interval Default None Off If a number of retires is specified this option can be used to select the number of minutes between repeated alarm attempts until the alarm is cleared e Cancel Code Default Off When off the alarm is cleared if the alarm call is answered If on a dialing code can be specified If the correct code is not dialed in response to an alarm the alarm is not cleared and will repeat if retries have been specified e Cancel Code Default Range Up to 4 digits This field is used to enter the dialing required to clear the alarm call The value will match any dialing To cancel the alarm the cancel code must be entered followed by the hash key The file used to play the alarm message must mention the cancel code and the fact that cancel code must be followed by the hash key Results This action has the following result which can be connected to a further action e Next Route the call to a following action in the call flow This connection can be followed even after the caller has hung up if the Start 9 action option Complete sequence has been selected Administering Avaya IP Office Platform Voicemail Pro Page 152 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Miscellaneous Actions 6 9 4 Clock 6 The Clock action plays the current time on the
415. ox is selected the name and password are sent using Cram MD5 Administering Avaya IP Office Platform Voicemail Pro Page 287 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 SMTP RECEIVER These fields are used to configure where the voicemail server should check for incoming SMTP emails SMTP Receiver Port Domain Internal V 25 e Internal 18h The Internal setting can be used when the Voicemail Pro server should check the appropriate account on an SMTP server for waiting messages The server settings will be pre populated using the entries from the SMTP Sender form Use this option for Voicemail Pro servers running on the IP Office Application Server server e Distributed Primary Backup Voicemail This is the option that should be used when the Voicemail Pro server is running on an IP Office Application Server as either one of the distributed Voicemail Pro servers or as a server in a primary backup server pairing e Port This is the port on which the Voicemail Pro server listens for incoming messages The default is 25 e Domain This is the domain destination address for which the server will accept incoming e mails Note that it matches the domain set by the first server entry in the SMTP Sender 17 amp tab e Messaging Between Voicemail Servers For messaging between Voicemail Pro servers the first entry in the SMTP Sender list must be the one configured and used Each server uses the SMTP server service on the same
416. p Call Recording The system calculates the time stamp associated with the call recording using the UTC time and the local offset time of the IPO where the recording was initiated e Example In a setup where you are on IPO1 where the time is 14 00 UTC 2 00 and record a call The system stores it in the in the mail system on a Voicemail Pro server where the time is 17 30 UTC 5 30 The system states the recorded time of the call as 14 00 UTC 2 00 instead of 17 30 UTC 5 30 Campaign Recordings When you record a campaign the system calculates the time stamp associated with a campaign recorded response using the UTC time and the local offset time of the IPO where the campaign response was recorded e Example In a setup where you are on IPO1 where the time is 14 00 UTC 2 00 You call and record a campaign response When the system stores the message in the Centralized Voicemail Pro server the system displays the time as 17 30 UTC 5 30 With International Time Zone support the system states the recorded time as 14 00 UTC 2 00 instead of 17 30 UTC 5 30 Week Planner Condition When you design a call flow and store it on the Centralized Voicemail Pro that contains a Week Planner Condition set for a particular time the system checks the Week Planner Condition based on the time zone in which you are located and not based on the time where the Centralized Voicemail Pro is located e Example In a setup where you are on I
417. p Save and make live 7 Any caller queuing for the selected group will hear the new announcement when they first join the queue To customize announcement 2 for a specific group 1 As above but use the Still Queued start point Administering Avaya IP Office Platform Voicemail Pro Page 219 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 8 5 7 Hunt Group Queuing If hunt group queuing options are enabled a call will be held in a queue when all available extensions in the hunt group are busy Using Voicemail Pro you can define custom actions and prompts for the queuing sequence e The Still Queued message is not played if the hunt group name exceeds 13 characters To configure queuing for a hunt group 1 Open IP Office Manager 2 In the Navigation pane click a HuntGroup and select the hunt group 3 View the Queuing tab Hunt Group Voicemail Fallback Queuing voice Recording Announcements dv Queuing On Queue Length Ino Limit Normalize Queue Length e Queuing On Default On If selected queuing will be available for the hunt group e Queue Length Default No Limit This feature sets the number of calls that will be held in the queue at any one time If this number is exceeded the caller will receive the busy tone or be passed to voicemail e Normalize Queue Length Default Blank This facility selects whether to include calls that are ringing but not answered in the queue le
418. pad Go to the start of the call Rewind Stop processing the message Mark call as processed and delete Uu ah UO Ne Mark call as processed and save To assign a campaign to a programmable button 1 In IP Office Manager receive the IP Office configuration 2 Open the required User form 3 Select the Button Programming tab 4 Select a free button 5 Right click in the Action field 6 Select Emulation gt Call Park O o N Previous response Start of response Next response Pause Fast forward 7 Right click in the Action Data field Enter the campaign s park slot number 8 Save the configuration back to the IP Office and reboot 9 The programmable button on the user s telephone will be flashing red when there are new messages in the campaigns park slot 10 Press the button to display the campaign name and number of messages 11 Press the button again to start processing those messages The UnPark Call function can also be used to collect the calls but this method does not provide any visual feedback when messages are present To use the UnPark Call function 1 Select a free programmable button 2 Right click in the Action field 3 Select Advanced gt Call gt UnPark Call Administering Avaya IP Office Platform Voicemail Pro IP Office Platform 9 1 Page 344 15 601063 Issue 10c 09 December 2014 Voicemail Pro Examples Campaigns 11 4 2 2 Using the Web Campaign Use the Web
419. pe the applicable license will be a Designated System License The applicable number of licenses and units of capacity for which the license is granted will be one 1 unless a different number of licenses or units of capacity is specified in the documentation or other materials available to you Designated Processor means a single stand alone computing device Server means a Designated Processor that hosts a software application to be accessed by multiple users License type s Designated System s License DS End User may install and use each copy of the Software only on a number of Designated Processors up to the number indicated in the order Avaya may reguire the Designated Processor s to be identified in the order by type serial number feature key location or other specific designation or to be provided by End User to Avaya through electronic means established by Avaya specifically for this purpose Concurrent User License CU End User may install and use the Software on multiple Designated Processors or one or more Servers so long as only the licensed number of Units are accessing and using the Software at any given time A Unit means the unit on which Avaya at its sole discretion bases the pricing of its licenses and can be without limitation an agent port or user an e mail or voice mail account in the name of a person or corporate function e g webmaster or helpdesk or a directory entry in the administrative d
420. plex Mailbox Call Flow 265 Condition For 63 65 66 Condition Actions 50 88 Condition Editor window 63 65 66 67 Condition Name 63 65 66 Conditions Actions icon 157 158 159 160 Conditions Editor 50 65 66 67 157 260 open 63 start 63 Using 63 Conditions Editor icon 65 66 Conference Capacity 245 Configuration Actions 50 88 Configuration Actions icon 126 127 128 130 Configuration Includes 33 Configuration Includes window 33 Configure connection to VRL directory 187 293 configure outcalling 186 234 292 375 Confirm Book Details 332 Confirm Call Flow Download Window 22 Confirm New Password 28 Confirm Voicemail Code 232 connection string Page 400 15 601063 Issue 10c 09 December 2014 connection string open 164 Connection Tab 164 connection taking 318 construct 62 155 164 302 SQL 165 contactable 390 Continue button 345 Continue Offline Message Window 23 continue scanning 375 continue scanning lists 375 continue working 23 correspond 342 353 375 Cost 326 330 332 CreateObject 305 306 308 312 317 319 322 Critical Alarm 185 291 Custom 88 99 139 215 220 221 268 269 338 390 Custom Installation 338 Custom Prompts 268 269 Custom String 99 Customer Menu 342 Customer Menu window Campaign Wizard 342 Customer Prompt window Campaign Wizard 341 Customer Prompts 341 Customizing Announcements 219 Auto 260 Auto Recording 260 Example 265 Hunt Group Call Flow 221 Manual Recording
421. point of the call e Mailbox Select or enter the name of the target mailbox If is entered Voicemail will prompt callers to enter the mailbox number required e Clicking on the browse button allows selection of the target mailbox from a drop down list of either mailboxes system variables 80 or other call flow modules The options vary depending on the action and field Possible entries Ea Please make a choice from the following Start point or module nn System defined variables Mailbox e Transfer target for distributed mode Default 17 This option is required for Get Mail actions on Voicemail Pro servers acting as a distributed server The value should match a default voicemail collect short code telephone number U set within the IP Office configuration e Provide Advanced Personal Options Default Off Intuity mode only If selected the user is able to access a number of additional options within the mailbox telephone user interface Administering Avaya IP Office Platform Voicemail Pro Page 120 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Mailbox Actions e Voicemail on off e Follow Me e Edit Callback Number e Voicemail email mode e Forwarding e Edit Mobile Twinning e DND on off e Edit Voicemail Results The action can have the following results which can then be connected to further actions e Next CE This conditions when this optio
422. pt some Avaya terminals display REC to show that the call is being recorded The display can be suppressed 1 Open IP Office Manager and load the configuration from IP Office 2 In the Navigation pane click System 3 In the System Configuration window click the System tab 4 Check Hide auto recording The terminal display REC will be suppressed 5 Save the configuration back to the IP Office system Administering Avaya IP Office Platform Voicemail Pro Page 246 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Administration Recording Calls 9 2 2 Setting the maximum recording length 1 Open the Voicemail Pro Client application and connect to Voicemail Pro server 2 From the Administration menu select Preferences gt General General Debug Level Information Default Telephony Interface Intuity 4 Voicemail Password 9000000888088 80O OO Client Server Connection Timeout min 5 Min Message Lenath secs 3 Max Message Length secs 120 Failback Option Graceful z Max Call VRL Record Length Secs 3600 IV Play Advice on Call Recording System Fax Number feature is disabled when empty E Use as Prefix V Enable Fax Sub Addressing 3 Set a value in the Max Call VVRL Record Length Secs field The minimum value that you can set is 5 seconds The maximum value that you can set is 18000 seconds 300 minutes 4 Click OK 5 Click amp Save and Make Live a
423. pt to tell the user to enter their mobile twinning number Click OK 6 An action needs to be added to set the mobile number Click the iy Basic Actions icon and select eg Generic Change the token name to Set Mobile No Click the specific tab Enter the command CFG Set 203 mobile_twinning_number_ KEY Click OK 7 The actions need to be connected and then the changes need to be made permanent Administering Avaya IP Office Platform Voicemail Pro Page 271 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Administering Avaya IP Office Platform Voicemail Pro Page 272 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Create a short code to test the call flow 1 In IP Office Manager add the following short code This example uses 90 but any short code can be used Administration Mobile Twinning Code Feature Telephone Number Line Group ID Locale Force Account Code 2 Save and merge the configuration to the IP Office unit 3 Test the short code by dialing 90 from extension 203 Press 1 to turn mobile twinning on for extension 203 90 Voicemail Collect Mobile Twinning 0 leave blank leave blank Press 2 to enter a new mobile twinning number for extension 203 Press 3 to turn mobile twining off for extension 203 Administering Avaya IP Office Platform Voicemail Pro IP Office Platform 9 1 Page 273 15 601063 Issue 10c 09 December 2014
424. ption System defined variables to browse the available call variables You can also type the name of the start point directly Results This action does not have any results EN Administering Avaya IP Office Platform Voicemail Pro Page 117 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 6 5 5 Disconnect KA The effect of a Disconnect action depends on the type of call flow in which it is used For calls within a Queued or Still Queued call flow a Disconnect action will return the call back to the queue For calls within other types of call flow the Disconnect action will disconnect the call e Note Calls reaching a result with no following connection will be treated the same as if they had reached a Disconnect action However you can configure Voicemail Pro to play prompts to the caller prior to the use of the Disconnect action and to use the action s Reporting 954 tab options for report on calls disconnected by the Voicemail Pro server Settings yd Ge 1 Click the i Basic Actions icon and select F Disconnect Results This action does not have any results that can be connected to a following action The caller is disconnected tp Dis 6 5 6 Home cn The Home action returns the caller to the start point of the calls entry into voicemail The PIN option in the General tab is not used for this action Settings 1 Click the i Basic Actions icon and select on Home Results by Home This
425. r a Linux based server hosting the voicemail service can be used to upload and manage custom prompt files AVAYA Ge Solution Call Management System Settings Security Manager Applications File Manager System Status 000102A69984 Wl Free Space GB MM Used Space GB Total Disk Capacity 145 2GB Select Another System mibs tones A manager files system VMProCustomPrompts VMProCustomPromptsTrash YE Set Attributes Change the file attributes of the selected prompt Tm G Move Move the selected prompts to another folder Administering Avaya IP Office Platform Voicemail Pro IP Office Platform 9 1 09 09 2014 10 19 14 kuzi Download Download the selected prompts Add Upload additional prompts Rename Rename the selected prompt B Copy Copy the selected prompts to another folder TOG Ega Type Size kB wav 16 kb Page 295 15 601063 Issue 10c 09 December 2014 Delete Delete the selected prompts Jasi Prompts Make any prompt changes live Administering Avaya IP Office Platform Voicemail Pro Page 296 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Using Web Management Custom Prompt Management 10 2 1 Uploading Prompts Using the file manager you can upload custom prompt files for use by the voicemail server To upload custom prompt files 1 Using a web browser log into the web management menus for the server hosting the voicemail servi
426. r example a 1 minute recording is now approximately 0 5MB rather than 1MB e This new format is used for all recordings made via the telephone system That includes the recording of names greetings etc from a phone e The previous non compressed PCM format is still supported and existing recordings in that format are not converted e Recordings made from a PC using the Voicemail Pro client still use the non compressed PCM format e IP Office Server Edition Dual Voicemail Pro For IP Office Server Edition systems with secondary server the voicemail service on that secondary can be used to provide fallback resilience for the voicemail service on the primary For IP Office Release 9 1 for systems running in IP Office Select mode both voicemail servers can be used to provide voicemail services at the same time e The voicemail services on each server regularly synchronize their voicemail server configuration and recordings messages prompts names etc e Each server uses its own voicemail service when it or any users that is hosts requires voicemail e For each expansion system you can configure which of the servers it should use when it or any users it hosts requires voicemail e The two voicemail servers still provide fallback resilience for each other e Outcalling Control 235 The option to enable or disable Intuity mailbox outcalling system wide is now available to all systems It is set by the Control Outcalling option in the IP
427. r instructions on configuring outcalling G0211 G0212 G0213 G0214 0215 G0216 Administering Avaya IP Office Platform Voicemail Pro Page 386 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 SF Go127 AA Go128 Go129 AA Go131 0 G0141 60142 60143 60144 GO145 60147 AA GO148 AA G0149 GO150 AA GO151 G0152 AA G0153 G0154 AA Goss GO156 60157 AA GO158 GO159 AA G0160 AA AA Go162 ce AA GO185 Go1s6 Go1s7 AA GO188 G0191 0192 60193 G0194 GO195 G0200 G0201 AA 0202 0203 AA G0204 0205 Go206 0207 G0208 G0209 AA G0210 CET 60212 Go II G0214 60216 Appendix Prompts WAV File Intuity Prompt G0217 G0218 To change destination G0219 0220 Destination GO221 G0222 G0223 G0224 G0225 G0226 G0227 G0228 G0229 G0230 G0231 G0232 G0233 G0234 G0235 G0236 G0237 G0238 GO240 GO241 G0242 G0243 G0244 G0245 G0251 G0252 G0253 G0254 G0255 G0260 G0261 G0262 G0263 G0264 G0265 G0272 For all new messages G0273 For all new priority messages G0274 For all new private messages G0275 G0278 Enter the time in second and G0279 Enter the new number and G0280 G0281 G0282 Enter the number followed by G0283 Anything entered will be interpreted as part of the called number G0284 No global commands such as 4 will be accepted at this time G0285 A or entered as the first character will result in the or being output G0286 0
428. r mailboxes Use this option to view and edit various user mailbox settings including the user s alternate numbers outcalling settings and personal distribution lists Administering Avaya IP Office Platform Voicemail Pro Page 40 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Using the Voicemail Pro Client Using the Navigation and Details Panes 2 13 1 1 Mailbox Details Right click on a user mailbox and select View Mailbox Details to display a menu with a number of tabs These can be used to view and edit some of the user s mailbox settings Account This tab display basic mailbox user settings La Mailbox Details o Account Personal Distribution Lists Outcaling Name Extn210 Full Name Extension 210 Enabled e Enabled This check box indicates whether the user s voicemail mailbox is currently enabled or not e Numbers These numbers are used for outcalling 228 if configured for the user Each number specified can then be used as a target for outcalling calls or in an escalation list of targets for outcalling The Timeout is used to set how long an outcalling attempt should ring the number before stopping If the target number has its own voicemail system the timeout should be set lower than the time it takes for that voicemail system to answer unanswered calls Administering Avaya IP Office Platform Voicemail Pro Page 41 IP Office Platform 9 1 15 601063 Issue 10c 09 December
429. r of a fax machine press 5 Enter the telephone number of a fax machine followed by the sign The telephone number of a fax machine should be entered as it would be dialed from the location of your messaging system It can contain a maximum of 23 digits including trunk access long distance or international access codes if necessary and is subject to administrator restrictions You are specifying the telephone number of a fax machine 409 4434 Alphabetic characters A to Z G0000 G0009 Press zero through to Press 9 G0010 G0019 Press zero through to Press 9 G0020 G0029 Press 9 G0031 Press the key G0032 Press 4 G0040 G0041 G0042 G0043 G0044 G0000 G0009 G0010 G0019 Goo20 0029 G0031 60032 0040 G0041 G0042 60043 G0044 Administering Avaya IP Office Platform Voicemail Pro Page 384 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Appendix Prompts WAV File Intuity Prompt G0045 For instructions on entering your outcalling number G0046 G0047 G0051 G0052 Subject to administrator restrictions G0053 G0054 G0055 G0061 G0062 G0063 G0064 G0065 G0071 For all calls G0072 For internal calls G0073 For internal calls only G0074 G0075 For external calls only G0076 For other calls G0080 G0081 For the temporary greeting G0082 For number engaged calls G0083 G0084 G0085 G0086 For no reply calls For the default gre
430. ral 9 Entry Prompts 925 Reporting 9 and Results 971 tabs are standard tabs available to all actions 3 Select the Specific tab Complete the fields with relevant details Send e mail Send e mail to Subject Content Attach file to e mail Note Path is assumed to be on the Voicemail Server e Send e mail to Enter the e mail address of the recipient e Subject In the Subject field type the subject line for the e mail e Content In the Content field type the text to be placed in the e mail e Attach file to e mail In the Attach file to e mail field the recorded file to be attached to the e mail needs to be selected e If just is entered then the action will use the recording collected by a preceding Leave Mail 122 action or Voice Ouestion 12h action Results This action has the following result which can be connected to a further action GEN ne 7 Route the call to a following action in the call flow This connection can be followed even after the Next caller has hung up if the Start 984 action option Complete sequence has been selected Administering Avaya IP Office Platform Voicemail Pro Page 149 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 6 9 2 Open Door agl The Open Door action activates either of the door entry switches provided on IP Office telephone system control units These can be used to activate door entry relays Settings 1 Click the Wy Miscellan
431. ration Managing the Disk Space 9 9 International Time Zone support The International Time Zone ITZ support is available on the Central Voicemail Pro server and the Distributed Voicemail Pro servers that are connected to the IP Offices located in different time zones across the globe With the International Time Zone support enabled on the Central Voicemail Pro server users of IP Offices located across the globe receive messages in their voicemail system with their respective local timestamp Note UTC Coordinated Universal Time is the time standard that regulates world clocks and time Computer servers online services and other entities that rely on having a universally accepted time use UTC e Centralized Voicemail Pro setup Sample scenario Three IP Offices located in different time zones connect to each other Two of the IP Offices located in different geographical locations connect to the central IP Office The Voicemail Pro server connects to the central IP Office The system stores the voicemail messages on the Centralized Voicemail Pro Each IP Office is set up to use Simple Network Time Protocol SNTP or None as a time source Centralized Voicemail Pro Backup Server Voicemail Pro Server India GMT 5 30 Central IPO New York GMT 5 00 IPO 1 IPO 2 Athens Hawaii GMT 10 00 GMT 2 00 e Distributed Voicemail Pro setup Administering Avaya IP Office Platform Voicemail Pro Page 277 IP O
432. re configurations settings from one Voicemail Pro system to another The option to migrate the entire configurations settings gives you the flexibility to develop and test call flows prompts and settings on one system before migrating them to another and is helpful in call flow management on single or multiple remote Voicemail Pro systems A tar gz file includes the following items e Call flow database that includes modules conditions and campaigns e Prompts e Voicemail Pro system settings Note The option to migrate the entire configuration settings is available only if you launch Voicemail Pro Client from Avaya IP Office Web Manager running on an IP Office Server Edition server that is deployed as an Application Server e mod To migrate only modules from one Voicemail Pro system to another e con To migrate only conditions from one Voicemail Pro system to another 2 11 1 Importing Data 1 On the File menu click Import or Export The Import or export Data dialog box is displayed Import or Export Data x L Do you want to import or export Data Import Data EA C Export Data A Administering Avaya IP Office Platform Voicemail Pro Page 34 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Using the Voicemail Pro Client Importing or Exporting Data 2 Select Import Data and click Next The Import Data dialog box is displayed Import Data x C Import Data from which file A
433. re is a list of the named wav files used by Voicemail Pro for US and UK English These are predominately though not exclusively used for IP Office mode mailbox features and Voicemail Pro custom call flow actions All files are Microsoft WAVE file format wav 8kHz 16 bit mono WAV File aa 01 2 Il rr Z lt T fe 3 v et o s olo O o mak 3 o os a io J 0 5 7 O o o A 3 10 os rr V alo a 5 o x15 s e c am Ww Se aoa JZ v a a o o wn o x o lt 5 cr gt o x o 9 cC o a o x x o 5 on o 5 5 c 3 ey o at o gt o a ct gt o aa_02 Good afternoon and thank you for calling Please key in the reguired extension number or hold the line for other options aa_03 Good evening and thank you for calling Please key in the reguired extension number or hold the line for other options Please hold while we try to connect you Press to accepted data 1 to hear the data 2 to delete the data 3 to delete the last character 4 to accept the data and continue 5 o o 9 o o a D 7 o 35 cr o 5 nm ARE o O19 lo an S o rapa ts lt x oo w lt O 7 3 51 olg o 3 o Je E 5310153 Kx oD a5 S Z cja f O 5 Sie 9 Es 3 a 5 ion a o e o c o c a x o rr o z o lt oO o 3 o wn un D a o 2 Q gt lt o o Uen 3 1512 U ala o S g o o 8 g 2 a also 037 lolz
434. rect voicemail transfer of the connected call For Visual Voice buttons programmed for another user or hunt group s mailbox the transfer is automatically made to that other user or hunt group mailbox Administering Avaya IP Office Platform Voicemail Pro Page 206 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Mailbox Access and Configuration Mailbox Access Methods 8 4 6 UMS Web Voicemail e These features are not supported on a Linux based Voicemail Pro server The URL will be that of the Voicemail Pro server computer plus voicemail This will display the web voicemail login page 1 Logon using your user name and voicemail code as set on the IP Office system The System Administrator can change these settings e Note This is the user name set in the IP Office and used by Voicemail Pro It is not the full name that is shown on telephones and used by SoftConsole if set 2 Note that multiple failures to login correctly can cause your access to Web Voicemail to be locked for 1 hour Web Voicemail access can be unlocked using the Voicemail Pro administration client select Users right click on the user marked as Account Locked in the Web Voicemail column enter a new password for the user and click OK Mark Gallagher 4311 Logout Change settings Inbox 1 U Trash State From Io Received on v Lenath A Brad Trower 4337 Mark Gallagher 11 July 2008 14 07 44 Voice Message From To Mes
435. red Hearing 263 9 4 1 Installing Voicemail Pro TTY Prompts 264 9 4 2 Changing User Locale 264 9 4 3 Advice for Mailbox Owners Using a TTY BI AA AAA AAA 264 9 4 4 Changing the Language Setting for a TTY Device Hiern int A el Syd TY ey 265 9 5 Changing Language wwwwwwwmmemmamamumamamzza 267 9 5 1 Changing the Language of System Prompts 268 9 5 2 Changing the Language of Custom Prompts 269 9 6 Mobile TWINNINJ wwwsemenaamananmmaazwmanzimanza anza 270 9 6 1 Example Call FIOW ccceceeseeeeeesseeeteeeeeeeees 271 9 7 Support for Outbound Contact Express 274 9 7 1 MessageS aui at 274 9 7 2 Hold Message ss wsmwaazzmanzmazzmaazizazza 275 9 7 3 Agent Initiated Messages 9 9 275 9 7 4 Virtual Agent Messages 275 9 7 5 Creating MessageS w wwswwmwmmamamumawamawa 275 9 8 Managing the Disk SPace wwwwwwwmammmammamazza 276 9 9 International Time Zone support 277 10 Using Web Management 10 1 Configuring Server PreferenceSs 283 10 1 1 General aaa 283 10A 2 Email tet aa ee TF dd da ea 285 10 1 3 Housekeeping w swwwanmwmaazwanammanazmanamaanaza 289 10 1 4 SNMP Alarm eeeeeeeeeeeeeeeeseeeeeesseeeeeeeeeeeeas 291 Page 6 15 601063 Issue 10c 09 December 2014 1015 Outcallingi i Aii whi
436. rm Voicemail Pro Page 35 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 2 11 2 Exporting Data 1 On the File menu click Import or Export The Import or export Data dialog box is displayed Import or Export Data Ei L Do you want to import or export Data Import Data EA C Export Data z A Help Bacl Cancel 2 Select Export Data and click Next The Export Data dialog box is displayed Export Data E x m Export Data to which file Note the following file extensions must be used Entire database mdb Modules only mod Conditions only con Entire configuration System settings callflows and prompts tar gz y g Help lt Back L new Cancel 3 Enter the path and name of the file that you want to export Alternatively click the button to browse to the file path select a file type enter a name for the file that you want to export and click Open Tip Use a mdb file for the entire call flow database a mod file for modules only a con file for conditions only anda tar gz 34 for the entire configuration settings including the prompts 4 Click Next 5 If you are exporting a con or a mod file type then in the displayed list select the items that you want to export and click Next 6 Click Finish and then Close 2 12 Closing Down When you have finished working you can close down the Voicemail Pro Client
437. rosody pitch default gt lt prosody pitch 5 gt Speak all following text at pitch 5 e lt prosody pitch 5 gt Drop the current speech pitch by 5 lt prosody gt Emphasis Applies emphasis to a word or section of text This tag should not be empty e SAPI Tag emph Attributes This tag has no attributes Example e Say lt emph gt hello lt emph gt e SSML Tag emphasis Attributes This tag has no attributes Example e Say lt emphasis gt hello lt emphasis gt Spell Spell forces the engine to speak any text literally rather than applying any speech rules This tag should not be empty Administering Avaya IP Office Platform Voicemail Pro Page 360 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Voicemail Pro Examples Using the Speak Text Action e SAPI Tag spell Attributes This tag has no attributes Example The telephone number is lt spell gt 555 3468 lt spell gt e SSML Tag say as Attributes This tag consists of the following attributes e interpret as Sets the type of text to be interpreted e format Sets the format of the text Examples e The telephone number is lt say as interpret as number format digits gt 555 3468 lt say as gt e The spelling of hello is lt say as interpret as characters format characters gt hello lt say as gt Silence Inserts a period of silence This tag should be empty e SAPI Tag silence Attribute e msec Sets the duration i
438. rough the Voicemail Pro client 46 for Linux based server it can be done through the web management menus 29h e The Voicemail Pro is limited to 2 outgoing alarm calls at the same time subject to voicemail port availability Any additional alarm calls are delayed until the existing alarm calls have been completed Settings 1 Click the ma Miscellaneous Actions icon and select ys Alarm Set 2 The General 91 Entry Prompts 925 Reporting 9 and Results 974 tabs are standard tabs available to all actions 3 In the Specific tab complete the fields with relevant details 1 Reporting Results Ring alarm on 9 Callers Extension Other Extension EA Ring alam at Ask Caller Note Time will be in a 24 hour format Specifi Single Today File Display Text 60 e Ring alarm on Default Caller s Extension These options set the target for the alarm when set e Caller s Extension This option sets the alarm target as the caller s own extension number e Other Extension This option assists you to use a specific number for the alarm target or use a call variable 80 that contains the number to use e Ring alarm at Default Ask Caller These options set the time and frequency of the alarm being set e Ask Caller The call flow user is asked to dial the required time in 24 hour clock format This will set a single use alarm for that time e Specific You can define a specific alarm time This a
439. rt Points gt Queued A Users Start Point ai Groups est LIUEUE 2126 uccess ch Short Codes Failure rc Default Start Points age Collect gt i Callback SE Queued DAX B r l 982 Still Queued QueueSize K Compare Compare Compare values This condition is TRUE if Value POS Is Greater than X Value B ge Modules age AutoRecord oe Outcall e Acondition QueueSize was created The Compare element added to the condition tests whether the value of POS is greater than 4 e In the call flow e When the caller is in queue positions 1 to 4 the value the condition is false The caller is passed to a Queue Position action and hear their gueue position before returning to the gueue e When the caller is in queue position 5 the value of the condition is true The caller is asked to leave a message Administering Avaya IP Office Platform Voicemail Pro Page 69 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Administering Avaya IP Office Platform Voicemail Pro Page 70 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Chapter 4 Start Points and Modules Administering Avaya IP Office Platform Voicemail Pro Page 71 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 4 Start Points and Modules Voicemail Pro consists of a number of start points When Voicemail Pro server receives a call it looks for
440. rt Points mo Voicemail Pro Administrators H oO Server Queues ca Distributed Voicemails oO Eventing Notifications Clear Mailbox Disable Mailbox View Mailbox Details co o o 29 Modules ceaceeoeoeeooomnoooo ceaceoeoeoeooo ooo ccooocooocoooooo0o00o00o0o0o0oo PBOGOCOoOoooooooooooooo o o o czcooooooooooco The information can be sorted by clicking on the column headers The information available is e Name The user or group name used for the mailbox creation e Callflows Assigned The customized call flows created for the mailbox e Extension The associated extension number for the mailbox e Size MB The current size for the mailbox messages recordings and prompts The maximum size for a mailbox is 60 MB e New The number of new messages in the mailbox e Read The number of read messages in the mailbox e Saved The number of messages marked as saved in the mailbox e Last Accessed The date and time the mailbox was last accessed e Web Voicemail Whether the mailbox is accessible via UMS Web Voicemail and whether it is currently being accessed e Unopened The number of messages in the mailbox that have never been opened This is different from new as messages can be changed from being read or saved to being marked as new e Exchange Messages Whether the mailbox is configured to forward messages to an exchange server e mail account If you right click a mailbox a list of opt
441. rver these preferences can be set using the Voicemail Pro client For a Linux based server they can also be set through the server s web management menus 285 The preferences configurable using the Voicemail Pro client are grouped as follows e General 175 General Voicemail Pro server settings e Directories 1761 Set the folder paths for different file locations This set of preferences is not available through web manager e Email 177 Select the e mail mode used by the voicemail server for its e mail functions and configure various settings for the selected mode e Housekeeping 185 Set the times for automatic deletion of different types of messages Also set the default playback order e SNMP Alarm 185 Set the criteria which will cause the Voicemail Pro server to send alarms via the IP Office e Outcalling 18 Set the default times for outcalling operation and the freguency of outcalling retires e Voicemail Recording 187 Set the configurations for the SFTP connection to the VRL directory e Backup amp Restore 188 Set the configurations for an immediate backup or the configurations and schedules for the daily weekly and monthly backups e Syslog 18 Enable system logging and set the configuration for the system log server e VPNM 190 Supported on Windows based servers only If VPNM is installed and licensed this tab is available to set the locations of the remote VPNM servers and the mailbox users
442. rver for the first time the connection may fail with an error message about the authenticity of the host The behavior is a feature of the SSH protocol and is designed to protect you from a spoofing attack To proceed verify the host key of the SFTP server To verify the host key of the SFTP server 1 Log in to the computer that runs the Voicemail Pro service using the same Windows account that is used to start the service 2 Open the WinSCP application 3 Click New 4 Enter the required details in the Host name and User name fields 5 Click Login A message is displayed that includes the host key of the SFTP server 6 If you trust the displayed host key click Yes to save the host key in the cache Otherwise get the host key from your system administrator and match it with the displayed host key before you click Yes 7 Enter the password to verify the connectivity to the remote SFTP server 13 4 Prompts 13 4 1 US English Intuity Prompts The following a list of the numbered wav files used by Voicemail Pro for US English These are predominately though not exclusively used for Intuity mailbox features All files are Microsoft WAVE file format wav 8kHz 16 bit mono Important e The corresponding wav file in other languages may not be the same prompt e The instructions referring to a letter work only if you are using a standard telephone keypad If you are using a device that has a different keypad use the number correspondi
443. rvers when distributed voicemail is being used in an IP Office Small Community Network Voicemail Pro Client Intuity Centralized Local a Specific Start Points IP Address Version Last Activity oO Default Start Points 2 WA EN3000VMTEST1 192 168 42 201 5 0 15 0 12 15 YA Voicemail Pro Administrators EN3000VMTEST2 192 168 42 202 5 0 15 0 12 14 E Server Queues EN3000VMTEST3 192 168 42 203 5 0 16 0 12 16 EN3000VMTEST4 192 168 42 204 oO Distributed Voicemails EN3000VMTESTS 192 168 42 205 0 15 EN3000VMTEST6 192 168 42 206 0 16 17 45 10th Jun 2009 gc Modules Data Saved Active Voicemail Sessions 0 Free Space 75 258 GB Total Space 149 048 GB Administering Avaya IP Office Platform Voicemail Pro Page 49 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 2 13 5 Eventing Notification Selecting this option will display a list of applications that are using the Voicemail Pro server to receive mailbox information The type of notifications which the application has requested are shown An example would be the one X Portal for IP Office server requesting user mailbox information about the number of messages and about the user greetings 2 14 Toolbar Icons The Voicemail Pro screen includes the following icons Some of the icons are grayed out depending on the area of the Voicemail Pro screen that is active gt Save asi 3A ww Preferences 17 i Basic Actions 995
444. s Note that if logged in remotely you cannot change the details of the account used for the login you can still use File Change Password 283 to change your own password Administering Avaya IP Office Platform Voicemail Pro Page 28 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Using the Voicemail Pro Client Administrator Accounts To add a local administrator account 1 In the left hand navigation pane select Voicemail Pro Administrators The name type and status of any existing Voicemail Pro client administrators are displayed in the right hand pane File Edit Actions Administration Help H amp L BB aid ORE S RE Ua Br Administrator a Distributed Voicemails mo Eventing Notifications 2 Right click on the right hand pane and select Add Add Administrator E x Details User Name Anne Webb Type Administrator v Password xx Status Inactive v Confirm Password ween tee tw 3 Enter the details for the new client user e User Name Enter a unigue name for the administrator account The name must be at least 5 characters long and must not contain spaces or any of the following characters V lt gt e Password Confirm Password Enter and confirm the password for the account The password should comply following rules e Minimum Length 8 e Maximum Length 31 e The password must include at least TWO of the following Uppercase
445. s on one branch the value of RES is True on the other False Generic 995 action Save lt value gt for example Save KEY or Save 1234 The current seconds The tag text currently associated with the call TAG TARGET TARGET_NAME TARGET_TZOFFSET TIME TIMEQUEUED TIMESYSTEM USER_DATA S For calls sent by the IP Office to a mailbox this variable contains the original target of a call that is the original target user or hunt group The name of the target The targets time zone offset The current system time Holds the length of time in seconds that the call has been part of a particular hunt group queue Only available when using Queued and Still Queued start points Holds the length of time in seconds since the call was presented to the IP Office system Only available when using Queued and Still Queued start points Available when a recording is triggered by auto recording Holds the user name hunt group name or account code that triggered the auto recording process See Customizing Auto Recording 269 VAR A general variable which can hold amongst other things DTMF key sequences WEEKDAY The day of the week Administering Avaya IP Office Platform Voicemail Pro Page 81 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Variable Write Description YEAR X me current year e Write This column indicates those call variables where the existing value can be chang
446. s action are Administering Avaya IP Office Platform Voicemail Pro Page 128 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Configuration Actions User Hunt Group Edit forwarding number 4J 1 Set voicemail on off Edit follow me numbert l 2 Edit voicemail code Set call forwarding 3 Set voicemail email model Set voicemail on offt4 4 Set service model Set do not disturb Edit voicemail codel Edit voicemail reception Set voicemail email model l Edit voicemail callback number OANA UN ARWNH 1 The options marked can also be set using Generic 102 action commands e Personal Options Menu The attributes that can be configured via Personal Options menu are only supported on Intuity mode voicemail systems More options 1 Configure mailing lists Set voicemail on off 3 Configure Fax preferences Set voicemail email mode 4 Edit voicemail access code Set DND 5 Record name Set Follow Me Forwarding 6 Message address before record Edit Voicemail reception 7 Administer call answer options Edit Callback Number 8 Sort incoming messages Edit Mobile twinning 9 More options Results This action has the following result which can be connected to a further action im Play Configuration Menu Next Wa F Route the call to a following action in the call flow This connection can be followed Next even after the cal
447. s name prompt if one has been recorded e CLI Speaks the caller s CLI e RES Plays the current result if it is a wav file e VAR Plays the variable as a list of digits 5 1 3 Using a User Variable as a Call Variable The special call variable REG can be used to access the value of any user variable For example use the call variable REG UV1 to access the current value of a user variable called UV1 This allows user variables to be used in the same way as call variables such as in a Test Variable action Administering Avaya IP Office Platform Voicemail Pro Page 82 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Variables Call Variables 5 2 User Variables You can use the Voicemail Pro client to define user variables for the system You can then use the user variables within any call flows User variables differ from call variables in that they are system wide values that can be shared between all calls while call variable values differ from call to call e Within a call flow a A Set User Variable 15 amp action can be used to set or change the value of a user variable This includes using the current value of a call variable 80 to set as the new value for the user variable y e Call flows can also be branched using a Test User Variable 15 action to check the current value of the variable against a reguired value e The existing value of a user variable can also be obtained using the variable R
448. s set against their user configuration in the IP Office A service account is also created for the IP Office voicemail server The screenshot shown here are for Exchange 2010 however the process is the same for Exchange 2013 To configure Exchange Server 1 Create an access group for Voicemail Pro a Open the Active Directory Administrative Center In the console select the domain Right click on Users and select New and then Group Active Directory lt vm2 local 14 Ja Overview CEE gt es 2 VMProServiceAdmin User Users Builtin builtinDomain O Global Search El Computers Container Default container for upgraded computer acco Domain Controllers Organizational Unit Default container for domain controllers ForeignSecurityPrincipals Container Default container for security identifiers SIDS Infrastructure infrastructureUpdate E LostAndFound lostAndFound Default container for orphaned objects L Managed Service Accounts Container Default container for managed service accoun l Microsoft Exchange Security Groups Organizational Unit DJ Microsoft Exchange System Objects msExchSystemObjectsContainer NTDS Quotas msDS QuotaContainer Quota specifications container Program Data Container Default location for storage of application datz E System Container Builtin system settings o User Cantsinar Default container for upgraded user accounts E o Move Group Delete InetOrgPerson User Search un
449. sage ra Brad Trower 4337 Mark Gallagher 2 3 Received 41 July 2008 14 07 44 45s First Previous Pnet Si Last 3 Forward gt Delete fal Save D gt gt 6D The interface shows the messages in your mailbox Note that it is not updated in real time To check if new messages have arrived in your mailbox since starting Web Voicemail refresh the browser view using the browser controls Similarly changes to the IP Office configuration such as new or deleted users and groups are not shown until you refresh the browser view The columns can be sorted by clicking on the column title The currently selected sort column is shown by a V symbol next to it Administering Avaya IP Office Platform Voicemail Pro Page 207 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Message Types The following icons are used for different types of messages e gt Unread message RQ Read message Note that by default a read message is permanently deleted from the mailbox after 30 days unless changed to a saved message Deleted message Manually deleted messages are automatically moved to the Trash folder Deleted messages remain visible for at least 24 hours after they were marked as deleted e Deleted messages are not accessible through the voicemail spoken prompts interface or Visual Voice e Deleted messages can be undeleted by marking them as saved read or unread They can then be moved back out o
450. sage notification calls being made for mailbox users configured for outcalling 234 e Created The time and data at which the outgoing call was configured on the Voicemail Pro server e State The current state of the outgoing call The options are Failed In Progress Conference Queued and Suspended e Attempts The number of times the Voicemail Pro server has attempted to place the alert call e Next Attempt The time and data of the next outgoing call attempt e Target The target number for the next call attempt Channel Restrictions e The Voicemail Pro server has restrictions on the number of channels it can use for different types of outgoing calls that it can make These limits are separate for each of the call types When a limit is reached further calls of that type are delayed until one of the existing calls is completed These limitations are not controlled by Voicemail Channel Reservation settings e Outcalling can use up to 5 channels at any time e Conference center invitation calls can use up to 5 channels at any time e Callback calls can use up to 2 channels at any time e Alarm calls can use up to 2 channels at any time Administering Avaya IP Office Platform Voicemail Pro Page 48 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Using the Voicemail Pro Client Using the Navigation and Details Panes 2 13 4 Distributed Voicemails This screen displays information about the other Voicemail Pro se
451. same target in the last hour The variable can be used to speak the value as a prompt or to test the value in a condition Only available when using hunt group Queued and Still Oueued start FALLBACK_NUM HOUR ISDST points Indicates whether the system is currently using daylight saving or not YO Holds the last DTMF key series entered For more information see Example Call Flow 24 Holds the locale setting for the call passed by the IP Office system See Changing the Language of Custom Prompts 2691 REC_ORIGINATOR Holds the name of the mailbox user blank for short codes If used as a prompt the mailbox s recorded name prompt is played Holds the position of a gueued caller Can be used to speak the position as a prompt or test the value in a condition Only available when using Oueued and Still Queued start points The same as the ETA above but returns the estimated time to answer rounded up to the nearest minute This variable can be used to speak the value as a prompt or to test the value in a condition The recording originator This variable returns the current value of the named user variable 83 This allows user variables to be used in the same way as call variables REG name ae Holds the last saved result This can be entered using the following entry in a Holds the value of the result of the previous action For example when a call flow has been branched by an action that has True and False result
452. se actions to change the settings of a user or hunt group mailbox g Edit Play List Action 12 Re record a prompt Record Name Action 12A Re record a mailbox name ry Personal Options Menu Action 12 Change user or group settings e Bi Select System Prompt Language Action 13 Change the prompt language g Telephony Actions These actions relate to telephony functions such as call transfers E3 Variable Routing Action 13 gt Administering Avaya IP Office Platform Voicemail Pro Page 88 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Available Actions Route on a match to a variable such as the caller s CLI at e Route Incoming Call Action 13 Route a call depending on whether the call is internal or external e 3 Route by Call Status 133 Calls route is determined by why the reason the call was routed to voicemail Transfer Action 13A A blind transfer Whisper Action 3 Screened transfer Ez Call List Action 13A Transfer to a user selected choice B Dial by Name Action 13 Select user group by keypad letters Ta Assisted Transfer Action 13 A transfer with assistance for callers S Alphanumeric Collection Action 14 Callers use this action to input text and numeric values a Park and Page Action 143 Park an incoming call and page a specific user extension or hunt group about the call a Predictive
453. sed voicemail server the backup options provided through the server s web management menus now include an options for backing up the messages and recordings of a selected set of mailboxes rather than all mailboxes e Linux Server Custom Prompt Management 295 The Linux server web management menus now include a file manager for uploading and downloading files from the server For the voicemail server this allows access to the custom prompts folder used by the server and management of the files in that folder e Exchange Integration using Enterprise Web Services EWS 285 lt lt lt gt gt gt Administering Avaya IP Office Platform Voicemail Pro Page 12 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Voicemail Pro Administration New in Voicemail Pro 9 1 1 2 Supported Languages By default the prompts installed match the installer language selection plus English If other languages are required they need to be selected by doing a custom installation The Voicemail Pro prompts that are available for installation are listed in the table below The availability of a language in voicemail does not necessarily indicate support for IP Office in a country that uses that language Language WAV Fallback Selection TTS TTS Linux Folder Windows Brazilian Portuguese ptb f gt pt gt en 1 Chinese Cantonese zh gt en gt enu i C French Canadian fre p gt fr gt en gt en V 7 German te
454. select Use Proxy and enter the proxy server details 7 To schedule the backup select Use Schedule and enter the reguired time and dates If you select to make it a recurring backup select the freguency Weekly or Monthly 8 Click Start 10 3 2 Restoring a Backup Using Web Management The process below can be used to restore a previous web management backup e This section provides just a summary of the processes for backing up restoration of a Linux voicemail server using web management Refer to the IP Office Web Management documentation for full details especially remote server and proxy configuration as these menus are also used to backup and restore other services provided by the Linux servers Administering Avaya IP Office Platform Voicemail Pro Page 299 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 To restore a backup 1 Using a browser login to the server s web management menus 2 On the Solutions page click on the icon next to the server and select Restore 3 In the Select Remote Sever drop down select the remote server that was used for the previous backups 4 If the connection to the remote server requires routing via a proxy server select Use Proxy and enter the proxy server details 5 Click Get Restore Points 6 Select the backup and click Restore 10 4 Editing Call Flows If the Windows Voicemail Pro client is installed on your PC 30 you can launch it from within the web management
455. ser s remote extension What is this user s full telephone number Cu et __ OK Cancel 2 Enter details for the user All of these details MUST be completed before the user can be added e Select the VPIM server from the listing e Enter the user s full name The user s full name is used by the local Voicemail Pro s dial by name feature e Enter the user s extension The local extension number is used as the local mailbox number and so should not conflict with any existing local number e Enter the user s remote extension The remote extension number should be the user s real extension number Typically this and the local extension number are kept the same using a unique extension number dial plan for the linked systems e Enter the user s full telephone number The full telephone number should be a dialable number that is routed to the user s extension or mailbox 3 Click OK to save the details and return to the VPNM configuration window Administering Avaya IP Office Platform Voicemail Pro Page 191 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 To add a group of users 1 Optional Check the option Enable WildCard When this option is selected you can use the question mark symbol to represent any number 2 Inthe Users for VPNM Server s section click Add Range The Adding a range of users window opens Adding a range of users x Which VPNM Server do thes
456. sers the option to continue to hold for the caller or to transfer to reception e If voicemail is on the announcements are played until the No Answer Time is reached The caller is then transferred to the user s voicemail The system default setting for No Answer Time is 15 seconds however it can be set for individual users Administering Avaya IP Office Platform Voicemail Pro Page 262 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Administration Announcements 9 4 Support for Callers with Impaired Hearing TTY is a method of sending and receiving text messages within the speech path of telephone calls The text is entered and displayed through a TTY device such as a text phone connected in parallel with the user s normal telephone Due to its widespread usage and support it has become the standard used by devices for the users with impaired hearing or vision Voicemail Pro supports the addition of TTY prompts for leaving messages in and collecting messages from Intuity mode mailboxes Callers with a TTY device can see the TTY prompts and leave TTY format messages The mailbox user also with a TTY device can collect and display those messages by following the prompts that are displayed on the TTY device Analog Phone TTY Eo Device YoiceMail Pro Server with TTY Prompts ele TTY rT Device The TTY device and associated analog telephone linked either by a pass through port on the TTY device or
457. server computer as the voicemail service For example a Windows based server uses the SMTP e mail provided by the IIS on the same server The voicemail service also uses the domain set to filter incoming SMTP mails received by the SMTP server For this to work the domain entered should be the fully qualified name of the server on which the Voicemail Pro server is running for example vmpro1 example com Any incoming messages where the recipient mail domain is not exactly the same as the specified domain are ignored The recipient can either by vmsyncmaster vmsyncslave or the name or extension of a mailbox on the Voicemail Pro server for example Extn201 Gvmprocentral example com or 201 vmprocentral example com SMTP Receiver Drop Folder Domain External e External 18h Use this option when the Voicemail Pro server is on a server where it co exists with a third party SMTP application for example an IIS server with SMTP enabled The External setting should be used when the Voicemail Pro server should check the mail drop folder on a local SMTP server for SMTP e mail messages For example when there is an IIS server with SMTP enabled on the same server computer as the Voicemail Pro server e Distributed or Primary Backup Voicemail This is the option that should be used if the Voicemail Pro server is a Windows based server deployed as either one of the distributed Voicemail Pro servers or as a server in a primary backup server pairing e Port This
458. session variable Voice GetVariable dlgid Parameters e dlgid Long Default 0 The connection for the voicemail session Return Value The value of the VAR variable associated with the specified voicemail session String 11 1 2 28 MessageCLl Method This method is used to obtain the CLI of the caller that left a message within a mailbox Method Voice MessageCLI mailbox message Parameters e mailbox String The mailbox to which the message belongs e message The message to query Return Value The CLI of the caller that left the message String 11 1 2 29 MessageDisplay Method This method is used to obtain the display field associated with the message within a mailbox Method Voice MessageDisplay mailbox message Parameters e mailbox String The mailbox to which the message belongs e message The message to query Return Value The display string associated with the message String Administering Avaya IP Office Platform Voicemail Pro Page 316 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Voicemail Pro Examples Using VB Script 11 1 2 30 MessageLength Method This method is used to obtain the length of a message within a mailbox Method Voice MessageLength mailbox message Parameters e mailbox String The mailbox to which the message belongs e message The message to query Return Value The length of the message in milliseconds Long 11 1 2 31 Message
459. set the method of integration with Microsoft Exchange The fields for configuring that method are then shown e None No connection to a customer Exchange server e MAPI Select MAPI as the method of connection to the customer Exchange server Supported for Exchange 2007 e EWS Select Enterprise Web Service as the method of connection to the customer Exchange servers EWS is supported with Exchange 2010 and Exchange 2013 servers MAPI Service These settings are shown when Enable MAPI EWS is set to MAPI These settings indicates the Windows server onto which the Voicemail Pro MAPI proxy has been installed The installer for the MAPI proxy can be downloaded from the App Center pages of the Linux server s platform menus e Address Enter the IP address or fully qualified domain name of the server onto which the MAPI proxy has been installed e Port Set the address to use for connection to the MAPI client The default is 50792 AUTODISCOVERY SETTINGS These settings are shown when Enable MAPI EWS is set to EWS They allow entry of the email domains in which the voicemail server should look for Exchange servers running EWS See Exchange Server Integration 368 Add Autodiscovery Autodiscovery Domain Autodiscovery URL vm2 com https win um2un5gikmg vm2 com autodiscover autodiscover svc EWS These settings are shown when Enable MAPI EWS is set to EWS They set the account details reguired for the voicemail server to connect wit
460. store within this register e digid Long Default 0 The connection for the voicemail session Return Value This method does not return a value Administering Avaya IP Office Platform Voicemail Pro Page 322 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Voicemail Pro Examples Using VB Script 11 1 2 41 SetResult Method This method is used to set the RES session variable Method Voice SetResult result dlgid Parameters e result String The new value for the RES variable e digid Long Default 0 The connection for the voicemail session Return Value This method does not return a value 11 1 2 42 SetSavedResult Method This method can be used to set the value of the SAV variable Method Voice SetSavedResult result dlgid Parameters e result String The new value for the SAV variable e dlgid Long Default 0 The connection for the voicemail session Return Value This method does not return a value 11 1 2 43 SetUserVariable Method This method can be used to set the value of a user variable Method voice SetUserVariable variable value Parameters e variable String The variable name e value String The value to assign to the variable Return Value This method does not return a value 11 1 2 44 SetVariable Method This method is used to set the VAR session variable Method Voice SetVariable value dlgid Parameters e value String The new v
461. sue 10c 09 December 2014 10 2 4 Deleting Custom Prompts Using the file manager you can delete existing custom prompt files To delete custom prompt files 1 Using a web browser log into the web management menus for the server hosting the voicemail service 2 Click Applications and select File manager 3 Select the VMProCustomPrompts directory 4 Select the checkbox next to the prompt or prompts that you want to delete 5 Click on the Delete icon 6 To confirm that you want to delete the files click Yes 7 The selected files are moved to the VMProCustomPromptsTrash folder and a marked as Archive files for automatic deletion at the voicemail servers next housekeeping 8 10 2 5 Retrieving a Deleted Prompt Using the file manager you can retrieve deleted custom prompts You can only do this if the previously deleted prompt 2981 has not then been removed by the voicemail servers regular housekeeping function To retrieve deleted custom prompt files 1 Using a web browser log into the web management menus for the server hosting the voicemail service 2 Click Applications and select File manager 3 Copy the deleted prompts back to the custom prompts folder a Select the VMProCustomPromptsTrash directory b Select the checkbox next to the prompt or prompts that you want to undelete c Click on the E Move icon d Select the VMProCustomPrompts folder and click Move 4 Deselect the archive property a Select the VMPr
462. sue 10c 09 December 2014 Examples of Time Playback voice PlayWav voice PlayWav UK English US English TIME 23 True Any digid At Twenty Three Hour Eleven PM Hundred TIME 24 True Any digid At Midnight Oh Zero Twelve Midnight TIME 0 00 00 Y True Any digid Yesterday At Midnight Oh Thursday May Seventh Zero Twelve Midnight Yesterday At Eleven Hour O Thursday May Seventh Clock Eleven AM Yesterday At Twelve Hour O Thursday May Seventh Clock Twelve Noon TIME 13 00 00 Y True Any digid Yesterday At Thirteen Hour Thursday May Seventh One Pi TIME 11 00 00 Y True Any digid TIME 12 00 00 Y True Any digid Hundred TIME 23 00 00 Y True Any digid TIME 24 00 00 Y True Any digid At Midnight Oh Zero Yesterday At Twenty Three Thursday May Seventh Hour Hundred Eleven PM Twelve Midnight At Midnight Oh Zero date Monday October Thirteenth Thirteenth October Two Oh Twelve Midnight Oh Eight TIME 0 00 00 13 10 2008 True Any digid TIME 11 00 00 13 10 2008 True Any digid At Eleven Hour O Clock Date Thirteenth October Two Oh Oh Eight Monday October Thirteenth Eleven AM TIME 12 00 00 13 10 2008 True Any digid At Twelve Hour O Clock Monday October Thirteenth Date Thirteenth October Two Oh Oh Eight TIME 13 00 00 13 10 2008 True Any digid At Thirteen Hour Hundred Date Thirteenth
463. t Leave Main Leave VM Main Leave Oueued Still Queued Default Start Points Collect Default Collect VM Default Collect Leave Default Leave VM Default Leave Queued VM Default Queued Still Oueued VM Default Still Oueued Short Code Start Points see also Voicemail Node Module Start Points Campaigns Leave Collect Administering Avaya IP Office Platform Voicemail Pro IP Office Platform 9 1 for example a shortcode start point called DVM Short Codes DVM VM Short Codes DVM for these examples a module called Attend Attend VM Attend for example a campaign called Catalogue VM Catalogue VM Catalogue Collect The Voicemail Node short code feature can also be used to access short code start points It uses the short code start point name as the telephone number without surrounding brackets Page 242 15 601063 Issue 10c 09 December 2014 Administration Routing Calls to Voicemail 9 1 7 Example Call Flow This example creates a Voicemail Pro module that callers can use to select the extensions to which they want to be connected If that extension is busy or does not answer they can then leave a message in the target mailbox Modules gt SelfSelect Start Point Success Failure No Answer Busy The Voicemail Pro Module 1 In Voicemail Pro a module was added named SelfSelect 2 A Menu action was added The properties were set as e On the Tou
464. t calls to the hunt group are automatically routed to voicemail if all available extensions have been called for the number of seconds defined in the IP Office No Answer Time parameter The default time setting is 15 seconds e Message Waiting Indication By default there is no indication on the handset when a hunt group mailbox contains messages and no direct access method to a hunt group mailbox e For hunt group members to receive message indication an appropriate H source number entry needs to be added See Configuring Hunt Group Message Waiting Indication Administering Avaya IP Office Platform Voicemail Pro Page 211 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 e For access by other users an access short code can be used See Enabling Access to Hunt Group Voicemail with a Short Code 218 Administering Avaya IP Office Platform Voicemail Pro Page 212 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Mailbox Access and Configuration Hunt Group Voicemail 8 5 1 Message Waiting Indication By default no message waiting indication MWI is provided for hunt groups If required indication can be enabled for specific users including users who do not belong to the hunt group If the user is not a member of the hunt group a voicemail code is also required This is entered in the Voicemail Code field on the Hunt Group gt Voicemail tab in the IP Office s configuration Alternatively the user can b
465. t number the following controls are provided through the telephone keypad 1 Go to the start of the call 7 Previous response 2 Rewind 8 Start of response 3 Stop processing the message 9 Next response 4 Mark call as processed and delete 0 Pause 5 Mark call as processed and save Fast forward Settings 1 Click the Mailbox Actions icon and select a Campaign 2 The General 9 Entry Prompts 924 Reporting 9 and Results 971 tabs are standard tabs available to all actions 3 Select the campaign and select whether to leave or collect campaign information in the Specific tab General Entry Prompts Reporting Results Campaign Please select a campaign z Will this action leave or pickup campaign information Leave campaign information e g customers Pick up campaign information e g agent e Please select a campaign Select the campaign that you want to use Then select one of the following e Leave campaign information e g customers Select if the action should start the campaign to collect the caller s responses e Pick up campaign information e g agent Select if the action should start playing back the response left by callers to the campaign Results This action has the following result that can be connected to a further action e Next Route the call to a following action in the call flow This connection can be followed even after the caller has hung up if the Start 9 ac
466. tails o amp Jmbcam Account Personal Distribution Lists Outcalling Distribution Lists ID Name Type 100 Sales Team Public ade Edit Remove Members Edn211 Edn212 4 To show the mailboxes in an existing list click on the list The existing members are shown in the bottom panel 5 When adding or editing a list you are prompted to specify the list name type and members a Personal Distribution List Co eta ID 100 Name Sales Team 9 Public List Private List Members Edn211 Edn210 Edn212 NoUser Reception Administering Avaya IP Office Platform Voicemail Pro Page 230 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Mailbox Access and Configuration Mailbox Management 8 7 Remote Voicemail Notification A user can be set up to receive notification of new voicemail messages when they are away from their main extension There are two ways that notification can be implemented e Voicemail Callback 23 gt A service whereby the Voicemail Pro calls a specified number whenever the user receives a new voicemail message Callback requires a callback start point to be created in Voicemail Pro and a callback number entered in IP Office Manager e Voicemail Outcalling 234 A service where voicemail notification can be configured to specific external numbers and the notification escalated if the message is not listened to Outcalling can be configured
467. tation 95 Announcements On 217 262 Assisted Transfer 74 87 88 add 139 result 243 Telephony Actions 335 Assisted Transfer Action 74 87 88 139 243 335 Assisted Transfer action transfers caller 139 Attach file 375 email 149 Attend 242 240 246 264 Administering Avaya IP Office Platform Voicemail Pro IP Office Platform 9 1 Index AuditTrail txt 128 audix 264 Audix TTY Interface User Guide 264 Auth 178 285 authorised Outcalling 375 Auto Attendant 353 Auto Recording Customizing AutoAttend 76 Automatic 183 239 255 256 289 375 Automatic Message Deletion 183 289 Automatic Recording Options Setting 256 AutoRecord 260 Available Actions 88 Avaya Intuity 201 Avaya IP Office 248 Avaya IP Office ContactStore 248 Avaya voicemail 202 B Basic Actions 50 86 88 Between Offline Changing 27 BLF 241 incorporates 343 BLF Group Member 241 Boolean 313 322 Broadcast 99 214 375 Browser 345 Busy result 243 Busy routes 133 Button Programming 198 Select 251 343 Button Programming tab 198 251 343 Button Programming window 251 C Calendar 62 63 65 Select 67 Calendar For 63 Calendar icon 65 Calendar window 65 call 22 24 32 34 51 62 65 66 67 68 74 76 80 83 86 87 88 91 92 93 95 99 111 115 117 118 120 122 123 127 128 130 133 134 135 137 138 139 141 151 153 154 155 156 157 158 159 164 165 166 167 169 170 175 183 186 195 196 200 211 213 214
468. ted time to answer is ue 05 rec 01 RECNAM 01 As you use IP Office your name will be included in system announcements that you and other people will hear At the tone please say your name After saying your name press 1 no24p noon to out_o2 out 03 out 04 out 05 out 06 out 07 out 08 out 09 out 10 ub outb_04 To activate for out of hours call press 3 recol Administering Avaya IP Office Platform Voicemail Pro Page 393 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Non Intuity Prompt There is no one available to take your call at the moment so please leave a message after the tone I am afraid all the operators are busy at the moment but please hold and you will be transferred when somebody becomes available Administering Avaya IP Office Platform Voicemail Pro Page 394 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Appendix Prompts WAV File Non Intuity Prompt svm_23 Forwarding to e mail is now turned off svm_24 Start speaking after the tone and your message will be inserted before the message prior to forwarding svm_25 To hear the recording press 1 to change the recording press 2 to save the recording press 3 svm_26 Enter the extension to which you wish this message to be forwarded separating each extension using the sign Press at the end to complete the list svm_27 Message has not yet been recorded svm_28 Start spea
469. temProblem age BookShop_ Welcome me BookShop_CurrentBo eakDetails age BookShop_Search_Author Retum D ye Buy or Return this Free Space 4 943 GB Total Space 9 766 GB h Administering Avaya IP Office Platform Voicemail Pro Page 326 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Voicemail Pro Examples Database Connection Database Open Action The Database Open Action is used to link to the bookshop database KUTIA NE Make sure DB Still active Success Failure The specific tab of the action contains the location of the database Click the browse button to view the Data Link Properties dialog The details entered into these screens will depend upon the type of database used This example uses a Microsoft Access Database The example shown below shows the connection to the database If the database is available the callers move through the call flow to a menu action that will capture the ISBN number entered 82 Data Link Properties E x Provider Connection Advanced Al Specify the following to connect to Access data 1 Select or enter a database name WMNWAV St CustomX3rdParbyDBXBookShop D ata mdb El 2 Enter information to log on to the database User name Jadmin Password MV Blank password Allow saving password Test Connection Cancel Help Administering Avaya IP Office Platform Voicemail Pro Page 32
470. ter the call has been answered so that the fax can be forwarded to the e mail address of the intended recipient 7 2 Directories When Voicemail Pro is installed some default folder locations are used You can change these if required These preferences are not accessible through the web management menus Directories Voicemail server Directory on 192 168 0 214 opt vmpro Voicemail server Speech Directory on 192 168 0 214 opt vmpro Wavs Remote Campaign Directory on 192 168 0 214 opt vmpro Campaigns Voicemail Pro Client Directories Preferences e Voicemail Server Directory The path to the folder where the Voicemail Pro server program is to be stored This is the folder where the file Root vmp is saved when the Save amp Make Live option is used e Voicemail Server Speech Directory The path to the folder where the libraries of speech prompts are to be stored e Remote Campaign Directory The path to the folder where the campaign files are to be stored Administering Avaya IP Office Platform Voicemail Pro Page 176 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 System Preferences Directories 7 3 Email The Email tab is used to configure which e mail mode MAPI or SMTP the Voicemail Pro server should use and the settings for that mode 7 3 1 MAPI Service These preferences are available for a Linux based voicemail server These settings indicates the Windows server onto w
471. than or egual to and return true when the criteria is meet The values compared can be the current value of call variables 80 and or number values entered directly Logic Settings Logic settings can be applied to both the whole condition and to the elements in a condition These can alter when a condition is true or false e X AND The condition is true when all the elements within it are true for example both A and B are true Ilor The condition is true when any element within it is true for example if the day is Monday or Tuesday X I NoT This logic element can be used to reverse the value e g return false when true of individual elements or of the whole condition Administering Avaya IP Office Platform Voicemail Pro Page 62 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Conditions 3 1 Using the Condition Editor You can add elements 633 to existing conditions change the logic 643 of a condition and delete 644 elements and conditions To start the Condition Editor 1 Click the As icon You can also open the Condition Editor by pressing F6 or click Administration gt Condition Editor 2 When the Condition Editor is started any existing conditions are shown In the example there are no conditions xi AX B Cancel Help To add a new condition Note A maximum of 255 conditions can be added 1 Click the icon in the toolbar The New Condition window op
472. the After the restore you will be logged off Do you want to continue message Click Yes Voicemail Data Restore a r x Restore From Local Backup C Program Files Avaya lP Office Voicemail Pro V gt C Remote Backup Remote FTP Host EA Test Connection Remote FTP Location E A E FTP User Name fa FTP Password Taken 30 Ju 2012 17 44 10 Type Immediate MV Voicemails l User Settings amp Greetings l Campaigns F Callflaws Modules amp Conditions l Module Recordings I System Settings Disk Space Free 20292 62 MB Free Now 20292 62 MB Will be free after data restore Restore Cancel Help 5 In the Restore From section specify the backup file that you want to restore To specify a backup that is saved locally select Local Backup and enter the path To specify a backup that is saved on a remote FTP server select Remote Backup Enter the host name or the IP address of the remote FTP server in Remote FTP Host Enter the absolute FTP path of the folder on the remote FTP server in Remote FTP Location Enter the FTP user name in FTP User Name Enter the FTP password in FTP Password If you want to use SFTP for data transfer select SFTP Click Test Connection to verify the connectivity of the Voicemail Pro server to the remote FTP or SFTP server If you receive an error message about the authenticity of the host see SFTP Host Key Verification 375 6 Select the items that you want to restore The
473. the extension of the telephone to be used When recording is started the telephone will be run and after being answered will start recording e Text to Speech This option is available on systems licensed for TTS operation Note that the option is also only shown if there is some text in the action s Description 9 field When selected the prompt file is automatically generated from that text When Text to Speech is selected the following additional fields are also used e Language Select the TTS language engine that should be used for the prompt generation e Playback Device Select either PC Multimedia or Telephony Handset as the device on which to playback the prompt following TTS generation 2 Enter a file name for the recording The file will be stored in the path shown Alternatively use the browse icon S to select an existing prompt file to be recorded e When accessing voicemail prompts voicemail variables 80 gt can be used in both the path and filename for the prompt For example e If the prompts Greeting1 wav and Greeting2 wav etc are recorded an action set to play Greeting KEY wav plays the greeting prompt that matches the current value of KEY e By recording custom prompts for different langauges with the same file name but placed in appropriately named langauge sub folders the variable LOC can be used in an action s prompt file path to play the correct language version of the prompt 3 Click the 6 record button
474. thin the mailbox For example Number Voice SavedMsgs 11 1 1 11 SavedResult Property The SavedResult property gets and sets the SAV voicemail call variable e Owning object vmprov5 voicescript e String e Set A string object that contains the new value for the SAV variable For example voice SavedResult String e Get A string object containing the current value for SAV For example string Voice SavedResult 11 1 1 12 Variable Property The Variable property gets and sets the VAR voicemail call variable e Owning object vmprov5 voicescript e String e Set A string object that contains the new value for the VAR variable For example voice variable String e Get A string object containing the current value for VAR For example string Voice Variable Administering Avaya IP Office Platform Voicemail Pro Page 309 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 11 1 2 VBScript Methods 11 1 2 1 ForwardMsg Method This method can be used to forward a file or message to other mailboxes Method voice Poraramso file mailboxes ident Parameters e file String This contains the name of the file to be translated If the fully qualified path is specified drive path file then the full specified path is used otherwise the file is relative to the specified locale within the WAVS directory e GREETING greeting Plays out the greeting stored within the greetings directory The WAV extension is a
475. through that document should leave you familiar with the process of setting up and testing call flows 11 1 Using VB Script y The VB Script action assists an administrator to construct additional call flow logic using VBScript commands and various properties 30 and methods 310 When a VBScript action is executed the Voicemail Pro server waits for up to one minute for the script to complete execution If execution of the script takes longer then it is terminated by the server and the action s Failure result path is used e These features are not supported on a Linux based Voicemail Pro server e For IP Office Release 9 1 use of VB Script actions no longer requires the IP Office system to have an Advanced Edition license Settings 1 Click the i Miscellaneous Actions icon and select Cvs Script 2 The General 9 Entry Prompts 924 Reporting 95 gt and Results 974 tabs are standard tabs available to all actions 3 Select the Specific tab General Entry Prompts Specific Reporting Results Enter VBScript Sub Main digid dim registration Set Voice CreateObject vmprov5 voicescript registration Yoice Register dlgid if registration Then COM Properties CLI voice CallingParty COM Methods gt ETA voice EstimatedAnswer System Variables lastMessage yoice LastAccessedMsg User Variables LOC yoice Locale NAM voice Name numberOfNewMessages voice NewMsgs end if End Sub
476. time is 02 00 UTC 10 00 and leave a message on the Centralized Voicemail Pro where the time is 17 30 UTC 5 30 Even though the system stores the messages in the Centralized Voicemail Pro server the system states the time as 02 00 UTC 10 00 and not 17 30 UTC 5 30 e Note In the Distributed Voicemail Pro server setup International Time Zone support capability functions similar to the Centralized Voicemail Pro server setup Distribution List When you send a message through a distribution list the time stamp associated with the recording in the mailbox of each of the recipient is the UTC and the local time offset of the IP Office to which the recipient belongs e Example In a setup where you are on IPO1 where the time is 14 00 UTC 2 00 When you send a message through a distribution list to all the users on IPO2 where the time is 02 00 UTC 10 00 the system stores the messages on the Centralized Voicemail Pro where the time is 17 30 UTC 5 30 The time stamp associated with the recording is the time of the IPO2 02 00 UTC 10 00 to which all the recipients in the distribution list belong e Note In the Distributed Voicemail Pro server setup International Time Zone support capability functions similar to the Centralized Voicemail Pro server setup Upgrade When you upgrade Voicemail Pro to a version that supports international time zones the system automatically updates the time stamp associated with recordings create
477. ting 3 Adminster call types 4 5 Personal Options Mailing lists 1 Personal directory 2 Fax options 3 Password 4 Record name 5 Address after record 6 Accent call answer 7 Media preferences 8 6 Outcalling Configure Outcalling 1 Change times 2 Change numbers 3 Turn off 6 Turn on 9 Headers only 2 Messages only Print new faxes 4 Administering Avaya IP Office Platform Voicemail Pro IP Office Platform 9 1 3 Personal Greetings Create change or delete 1 7 Scan Messages Headers and messages 1 0 Listen 1 Edit Greetings Replay 0 Review status 2 Record 1 Delete 3 Save All calls 1 Internal calls 2 External calls 3 Engaged calls 4 No reply calls 5 Out of hours calls 6 Out of service calls 7 Default greeting calls 8 Temporary greeting 9 1 Mailing Lists Create list 1 Scan lists 2 Review amp modify 3 Restart 5 Page 203 15 601063 Issue 10c 09 December 2014 8 4 3 IP Office Mode The following is a summary of the controls available when the Voicemail Pro server is set to run in IP Office emulation mode For details refer Avaya IP Office Mailbox User Guide 15 601131 3 Edit Greeting Review normal greeting 1 Review out of hours greeting 2 Review queued message 3 Review still queued message 4 Login Enter mailbox and password Play ald messages 1 i Play save
478. ting to a Voicemail Pro server This mode can be used to view edit and create call flows imported from a Voicemail Pro server or for export to a Voicemail Pro server e Offline Offline mode for Linux This mode is similar to the Windows offline mode above However those call flow actions not available to a Voicemail Pro server running on a Linux based platform are grayed 2 Select Offline to work offline or Online to connect to the server and work online If you select Online the normal login process 204 continues Administering Avaya IP Office Platform Voicemail Pro Page 27 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 2 Administrator Accounts Account Types The different two types of account are e Local Server Accounts 2 For Windows based server s you can create administrator accounts on the server By default one account Administrator is created and can be used to connect to the voicemail server Once connected additional account can be created e If a local administrator tries unsuccessfully to log in three consecutive times the administrator account is locked and cannot be used for an hour You can release a locked account by changing its Status from Locked to Inactive If the Administrator account gets locked the server needs to be restarted e IP Office Service User Accounts For any server type the security settings of the IP Office system can be used to create IP Office service users who can
479. tion Method Jroice Fieyniy wer wait interruptables dlgid Parameters e wav String This contains the name of the wave file to be played or the name of a system parameter to be spoken The following formats can be used If the string just contains numbers then the digits are played for example 12345 plays one two three four five If the fully qualified path is specified drive path file then the full specified path is used otherwise the file is relative to the WAVS directory e NAM Plays the recorded name for the mailbox if one has been recorded If a name has not been recorded then optional TTS can be used providing it has been licensed TIME hh mm ss Y dd mm yy Plays out the specified time and date The hours to speak must always be specified and optional the number of minutes seconds day month and year Note that the actual prompts spoken and order of playing of the elements varies according to locale Further examples are given in the table below e English UK At eleven hour fifty five date twenty first September two oh oh three e English US Sunday September twenty first eleven fifty five AM QPOS position This plays out You are at queue position position in the queue QTIM eta This plays out Estimated time to answer is eta minutes MSGN msgs Plays out the specified number of new messages For example MSGN 10 plays You have ten new messages MSGO msgs P
480. tion When selected the Forward Number set for Forward Unconditional is overridden and calls are sent direct to the user s mailbox The option Forward Hunt Group calls is also overridden if To Voicemail is selected 9 1 3 Transferring Calls to Voicemail The facility to transfer a call directly to a user s voicemail is available using the SoftConsole application For users who are not using these applications you can create a short code for them For example Code 201 Feature Voicemail Collect Telephone Number Extn201 Line Group Id 0 When creating short codes for use with voicemail the indicates collect voicemail and the indicates deposit voicemail The telephone number entry must also be enclosed by quotation marks as shown in the example Administering Avaya IP Office Platform Voicemail Pro Page 239 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 9 1 4 Using Short Codes to Access Voicemail The short code Voicemail Collect feature can be used to route callers to voicemail The voicemail service they receive is set by the telephone number field which should be enclosed in quote marks See Voicemail Telephone Numbers 242 e The examples use 80 but any available short code could be used Example 1 Access to the Mailbox Main The following short code will access the mailbox for Main The indicates that it is to collect messages A is used to indicate leave a message in the mailbox Code 8
481. tion option Complete sequence has been selected Administering Avaya IP Office Platform Voicemail Pro Page 125 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 6 7 Configuration Actions Es Configuration Actions A caller can use these actions to change the settings of a user or hunt group mailbox Ie Edit Play List Action 126 Re record a prompt Record Name Action 12A Re record a mailbox name ry Personal Options Menu Action 128 Change user or group settings e RI Select System Prompt Language Action 13 Change the prompt language 6 7 1 Edit Play List j 5 The Edit Play List action can be used to record a specified prompt file held on the Voicemail Pro server computer This allows call flows to be created to change the prompts being used by other call flows Settings 5 1 Click the Configuration Actions icon and select lt Edit Play List 2 The General 9 Entry Prompts 9 Reporting 95 and Results 971 tabs are standard tabs available to all actions 3 In the Specific tab select the prompt file held on the Voicemail Pro server General Entry Prompts Specific Reporting Results Re record the following file File path en 14 wav 2 Note this path is relative to the WAVS folder on the Voicemail Server e File Path This path is relative to the WAVS folder defined 176 for the Voicemail Pro server e To browse to a file location click
482. tion result is used if the transfer target does not answer the call e Busy This connection result is used if the transfer target returns busy Administering Avaya IP Office Platform Voicemail Pro Page 140 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Telephony Actions 6 8 9 Alphanumeric Collection amp The Alphanumeric Collection action assists callers to input text and numeric values directly from the telephone keypad When completed the entry is stored in the call variable KEY which can be used by following actions For an example of the action being used in a call flow see Example Call Flow for Mobile Twinning 27 The action is designed on the assumption that the telephone uses the ITU standard alphabet markings as shown below JKL MNO 5 U 8 JLo Users enter data by pressing the key marked with the character required For keys with multiple marking several key presses are required For example to enter C the user must press the 2 key three times After each key press the associated letter or number is spoken W ad Q a D ma w TUY wW x lt N a e To move on to entering the next character the user should press whichever other key is marked with the required character or first press if the required character is on the key just used Controls available are e Accept last character and begin entry of next character if the required character
483. tion window opens Please edit the Campaign action J x Play a prompt to the customer What type of input do you want f Record voice C Record key presses Please enter the maximum recording length in seconds 5 AA Please enter a unigue name that will describe the input mss The following prompt will be played to an agent when the above data is reviewed e Play a prompt to the customer Select this option to play a prompt to the caller Click H to specify which prompt to play or create a new prompt in the Wave Editor window See Using the Wave Editor 934 e Allow the customer to input information Select this option to if you want the action to record the caller s response e What type of input do you want This option sets whether the Voicemail Pro server should Record voice or Record key presses e Please enter the maximum recording length or Please enter the maximum number of key presses The field name depends on the type of input chosen The time specified in seconds sets the maximum length of recording or the maximum number of key presses to record before the next action e Please enter a unique name that will describe the input A name to associate with the action The name should be a single word with no spaces e The following prompt will be played to an agent when the above data is reviewed Use this option to select or create a prompt that is played to agents before hearing the caller s response
484. to change the prompt language used by subsequent actions in a call flow Once the TTY Maintenance Patch has been installed TTY is one of the selectable languages provided by the action In the simplest form a Z21 Select System Prompt Language action set to TTY Teletype Textphone would be added to the user s Collect start point and followed by a Get Mail action Yoicemail Pro Client Intuity Fie Edit Actions Administration Help JA BOS Bw CAF R 2 2 8 BY Specific Start Points El cf Users 8 6 Bob Jones ol Switch to TTY Similarly a 211 Select System Prompt Language action set to TTY Teletype Textphone would be added to the user s Leave start point and followed by a Leave Mail action W Yoicemail Pro Client Intuity Ba E loj x File Edit Actions Administration Help FH 4 a i Specific Start Points fi Users 6 Bob Jones Collect mi Switch to TTY cave Administering Avaya IP Office Platform Voicemail Pro Page 265 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 An Example of Customizing a Complex Mailbox Call Flow If required more complex call flows can be configured For example in the following call flow callers can press to receive spoken language prompts or to wait a few seconds for the timeout and then receive TTY prompts Yoicemail Pro IP Office Iof x File Edit Actions Administration Help CELL S uOA
485. to record the message 4 Unless using TTS to generate the prompt speak the message and then click the E stop button when finished 5 To listen to the recording press the gt play button Administering Avaya IP Office Platform Voicemail Pro Page 93 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Administering Avaya IP Office Platform Voicemail Pro Page 94 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Standard Action Tabs To select a prompt There are a large number of standard prompts that can be used Enter the name of the prompt or use the S button to browse to the required file For a sample listing of these prompts see US English Intuity Prompts 875 and English Non Intuity Prompts 896 Useful files are e en MC_0OO Plays a bleep e en MC_0O1 Plays 1 second of silence e Entering 1234 wav will play one two three four unless a file called 1234 wav has been recorded Some call variables 80 can be played as prompts For example e NAM Plays the user name e CLI Speaks the caller s CLI e RES Plays the current result if it is a wav file e VAR Plays the variable as a list of digits 6 3 3 Specific The contents of this tab vary according to the type of action In some cases this tab has a different name for example Touch Tones for the Menu action Not all actions contain the Specific or Touch Tones tab Details of the specific tab are covere
486. to work with Voicemail Pro you must e Install the fax server software e Install the hardware and connect it to an IP Office e Install and configure the Exchange Connector For details of system requirements and information about installing a fax server refer to the manufacturer documentation or visit the manufacturer web site The process for configuring a fax server to work with Voicemail Pro involves the following key steps 1 Set the system fax number See Setting the Voicemail Pro System Fax Number 3501 2 1f prefixed numbers are being used you can set up a short code so that fax calls are routed to prefixed numbers 3 If the chosen mailbox mode is Intuity inform all mailbox owners that they can set up their own preferred fax destinations if they like See Setting Up a User Defined Fax Number 352 4 If a system fax number is not being used you can set up a menu action to route fax calls See Routing Fax Calls Using a Menu Action 35 5 If the fax server computer uses an analog fax card configure the extension number to use for faxes See Configuring an Analog Extension Number for Fax Use 35 Administering Avaya IP Office Platform Voicemail Pro Page 349 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 11 5 2 Setting the Voicemail Pro System Fax Number The System Fax Number is used to e Enable fax detection By default fax detection is not enabled when Voicemail Pro is first installed When
487. ts of actions Use modules to create a sequence of actions that you can then use within any other start point s call flow Changes to the module will affect all start points using that module This simplifies the programming if a number of start points need the same sequence of actions You can double click an action to display the properties in a series of tabs Many actions share the same standard tabs but each usually also has a specific tab that contains options unique to that action s function The standard tabs of an action are e General 9 Sets a name for the action in the call flow and whether a PIN code is required by callers to use the action e Entry Prompts 924 Sets the prompts that should be played to callers that reach the action e Reporting 951 Provides reporting on calls that use the action e Results 9 Displays the results configured for the action Each result can be connected to a further action in the call flow To add an action 1 Select the start point to which you want to add an action 2 Click in the Details pane 3 Click Actions and select the type of action that you want to add from the list for example Basic Actions 4 From the submenu select the reguired action For example if you selected Basic Actions you might choose Speak Text The cursor changes to show that you have selected an action to add Alternatively on the toolbar click the icon for the reguired type of action and then select an act
488. ttings e Delete an Existing Campaign 34h This option displays a list of existing campaign from which you can then select the campaign to delete To create a new campaign 1 Press F7 or click a Campaign Editor 2 Select Create a new Campaign and click Next 3 The Customer Prompts 347 window is displayed e Click WP The Please Edit the Campaign action window opens Each campaign can include up to 21 guestions e Click OK when you have entered the customer prompts e Adjust the prompts as reguired Be Edit action Edit the currently highlighted campaign action e X Delete action Delete the currently highlighted campaign action tt Move action Move the position of an action in the sequence of campaign actions e Click Next 4 The Customer Menu 3421 window is displayed e Select which options are available after the prompt is played e Click Next 5 The Campaign Identification 34 window is displayed e Enter the details on identifying the campaign e Click Next 6 Click Finish to create the campaign Administering Avaya IP Office Platform Voicemail Pro Page 339 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 To modify a campaign 1 Press F7 or click a Campaign Editor 2 Select Modify an existing Campaign and click Next 3 Select the reguired campaign and click Next 4 The Customer Prompts 340 window is displayed e Click AP The Please Edit the Campaign action window opens e Cli
489. ture is licensed UMS Exchange UMS Exchange provides a playback through a computer using Microsoft Outlook Administering Avaya IP Office Platform Voicemail Pro Page 201 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 8 4 1 Short Code Controls The following default IP Office short codes can be dialed by any user from their own extension There short code and others are configured on the IP Office telephone system using IP Office Manager Refer to the IP Office Manager documentation for details of editing the available short codes 17 Collect Messages Access their mailbox from their own extension 18 Voicemail on 19 Voicemail off When on the IP Office telephone system will use voicemail as the destination for unanswered calls 48 Turn voicemail ringback on 49 Turn voicemail ringback off When on if the user has a new message the Voicemail Pro server will call the user s extension whenever the extension changes from off hook to on hook The Voicemail Pro server will not ring the extension more than once every 30 seconds 01 Sets the Voicemail E mail mode to Forward 02 Sets the Voicemail E mail mode to Alert 03 Sets the Voicemail E mail mode to Off Administering Avaya IP Office Platform Voicemail Pro Page 202 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 8 4 2 Intuity Mode Mailbox Access and Configuration Mailbox Access Methods The following is a summary
490. ty 309 Say lt emph gt boo lt emph 357 186 292 saying 3001 357 Record 93 Secretary 234 375 selected Basic Actions 86 Selecting Mailboxes 72 SelfSelect back 243 Send e mail 149 Send Message 375 390 send message press 375 Send reporting 95 Sender 177 September 375 390 Series 72 80 86 195 213 251 326 332 338 339 Series Phones 195 213 Server Administering Avaya IP Office Platform Voicemail Pro IP Office Platform 9 1 Index SMTP 178 285 Server Name 20 Server PC 175 283 349 350 352 Service Fallback Group Out 216 session s 314 315 Set 203 mobile_twinning_number_ KEY 271 Set 203 twinning_type Internal 271 Set 203 twinning_type Mobile 271 Set MattR mobile twinning number 270 Set MattR twinning_type Internal 270 Set MattR twinning_type Mobile 270 Set Mobile No name 271 Set User Variable 83 88 159 add 158 Set User Variable Action 83 88 158 159 Set Voice 305 306 308 312 317 319 322 Set voicemail email 128 390 set Voicemail Email Mode 128 390 Set voicemail on off 128 SetLocale 322 SetLocale Method 322 SetMailboxMessage 322 SetMailboxMessage Method 322 SetRegister 322 SetRegister Method 322 SetResult 323 SetResult Method 323 SetSavedResult 323 SetSavedResult Method 323 setting tty 264 settings including 232 SetVariable 323 SetVariable Method 323 Short Code Start Points 75 240 242 Short Codes DVM 242 Shortcode 242 251 add 336 Silence 93 139 217 262 357 375 390 Silenc
491. ty mode Administering Avaya IP Office Platform Voicemail Pro Page 233 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 8 7 2 Outcalling Using the Outcalling feature of Voicemail Pro running in the Intuity mode you can configure Voicemail Pro to send notifications to a user when new messages are received in the user mailbox When a new message is delivered to a user mailbox Voicemail Pro calls at the phone number configured by the user and plays the prompt lt User name gt you have new messages To access your messages please enter your extension number and press hash To avoid further notification of these messages press If the user takes an action that is different from the prompted action Voicemail Pro processes the outcalling notification attempt as unanswered Channel Restrictions e The Voicemail Pro server has restrictions on the number of channels it can use for different types of outgoing calls that it can make These limits are separate for each of the call types When a limit is reached further calls of that type are delayed until one of the existing calls is completed These limitations are not controlled by Voicemail Channel Reservation settings e Outcalling can use up to 5 channels at any time e Conference center invitation calls can use up to 5 channels at any time e Callback calls can use up to 2 channels at any time e Alarm calls can use up to 2 channels at any time Retries If an outc
492. uage you can use a single Get Mail action To change the language of custom prompts 1 Through the Get Mail action s properties record an Entry Prompt for US English users and save it as enu custom getmail wav 2 Record a similar prompt for French Canadian users and Latin Spanish users Use the same file name each time and save each file in a different language folder Properties for Get Mail 4 24x General Entry Prompts Ss ty Phen fills oF ry s Tm 7 1 enucustom get_mail way 5 0 2 fre custom get_mail way 7 0 3 esmcustom getmail way 6 0 JV Allow prompts to be interrupted by Tones 3 Delete all except one of the entry prompt entries That this does not delete any of the recorded prompts 4 For the remaining entries change the file path by inserting LOC in place of the language folder name for example LOC custom getmail wav Properties for Get Mail 2 xi 1 LOC custom get_mail way 0 0 JV Allow prompts to be interrupted by Tones Administering Avaya IP Office Platform Voicemail Pro Page 269 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 9 6 Mobile Twinning Mobile Twinning is a licensed feature If Mobile Twinning is enabled in IP Office a user can send internal and external calls to an external number for example the mobile telephone e Both the internal and external telephones ring when a call is received The call can be answered from either telephone
493. ued See Personal Announcements 268 Groups 3 This folder contains start points set up for hunt groups When selected a list is shown in the details pane containing the mailbox owners names and the names of any call flows that have been assigned to the selected mailbox CH This is a group that has one or more start points configured It can be expanded to show the different start points 8 Collect Used when someone accesses the group s mailbox Leave Used when calls to the hunt group are redirected to voicemail Queued amp Still Queued Used when calls to the group are queued See Customizing a Hunt Group Call Flow 22h Administering Avaya IP Office Platform Voicemail Pro Page 72 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Start Points and Modules CH Short Codes This folder contains any start points set up for particular short codes Short code start points require the Telephone Number entry of the matching short code in the IP Office Manager to be set up in a particular way For example if a Start Point for short code 88 is set up the settings for short code 88 in the IP Office Manager application must be as follows e Short Code 88 e Telephone Number 88 e Feature Voicemail Node In the above set up the internal callers can access the start point To allow external callers access set up an Incoming Call Route with the destination 88 a An individual short co
494. ule Recordings The recordings for the various modules e System Settings The settings like Voicemail Pro settings COS settings debug settings and so on 9 To save the backup files locally enter a local file path that is C filepath or a remote file path in UNC format that is server filepath in the respective Location field Administering Avaya IP Office Platform Voicemail Pro Page 54 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Using the Voicemail Pro Client Backup and Restore Functions Windows Server default path C Program Files x86 Avaya IP Office Voicemail Pro Backup Scheduled Linux server default path opt vmpro Backup Schedule On a Unified Communications Module the paths media sdb1 and media sdc1 can be used to access the modules USB slots 10 If you want to save the backup files to a remote FTP server select Remote Backup Configuration and proceed as follows Enter the host name or the IP address of the remote FTP server in Remote FTP Host Enter the absolute FTP path of the folder on the remote FTP server in Remote FTP Location Enter the FTP user name in FTP User Name Enter the FTP password in FTP Password If you want to use SFTP for data transfer select SFTP Click Test Connection to verify the connectivity of the Voicemail Pro server to the remote FTP or SFTP server If you receive an error message about the authenticity of the host see SFTP Host Key Verification 37
495. up on the address 8 An error was reported in response to receipt address The SMTP server may refuse to handle mail for unknown recipients 9 There was an error connecting to the SMTP mail server 10 There was an error opening the file If you have specified file attachments ensure that they exist and that you have access to them 11 There was an error reading a file If you have specified file attachments ensure that they exist and that you have access to them 15 No mail server specified 16 There was a problem with the connection and a socket error occurred 17 Could not resolve host 18 Connected but server sent back bad response 19 Could not create thread 20 Canceled as a result of calling the Cancel method 21 The operation timed out while the host was being resolved 22 The operation timed out while connecting 24 ESMTP Authentication failed 25 The selected ESMTP Authentication mode is not supported by the server 26 ESMPT Authentication protocol error 27 Socket Timeout error 105 Invalid license key Administering Avaya IP Office Platform Voicemail Pro Page 374 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Appendix SMTP Logging 13 2 Voicemail Pro Syslogs You can use Voicemail Pro syslogs for the voicemail system management and security auditing Syslogs can include e Audit Trail logs that you can use for complying with industry regulation and or specific customer agreements e Security
496. urity Users Remote access to the voicemail server using the Voicemail Pro client is controlled by the IP Office systems security service user settings By default only the IP Office Administrator is configured for such access Each IP Office service user is a member of one or several rights groups It is the rights group settings that control what the service user can do including their level of Voicemail Pro server access To view and adjust rights group settings 1 Using IP Office Manager select File Advanced Security Settings 2 Select the IP Office system and click OK 3 Enter the name and password for access to the IP Office system s security settings 4 Select na Rights Groups 5 Select the External tab This tab include settings for level of voicemail server access allowed to members of the rights group e Voicemail Pro Basic A user with this level of access can view most of the voicemail server settings but can only edit alarms e Voicemail Pro Standard A user with this level of access can administer callflows They cannot administer the local accounts used on Windows based Voicemail Pro server e Voicemail Pro Administrator A user with this level of access can administer callflows and settings They can also administer the local accounts used on a Windows based Voicemail Pro server 6 Select a particular rights group in the list to see what level of access the rights group has 7 If you make any changes click OK
497. use of the Windows Voicemail Pro client application to configure and manage the voicemail server However aspects of administration that can be performed through the web management 28 interface on a Linux based server are also covered 1 1 New in Voicemail Pro 9 1 The following is a summary of the new features and changes in Voicemail Pro 9 1 e Security User Access Control 31 Access to the voicemail server configuration can now be assigned to IP Office service users through the security configuration of the IP Office system This removes the need to configure additional local voicemail administrator accounts on the voicemail server e Removal of Advance Edition License For IP Office Release 9 1 the Advanced Edition license is no longer available e The voicemail database access and VBScript features are now enabled by the IP Office Preferred Edition license e On new systems Generic TTS and VRL support are enabled using the specific license for those feature However for systems upgraded to release 9 1 any existing Advanced Edition license still enables 8 generic TTS port for use with Speak Text actions and also VRL support e Support for A Law lt ULAW gt Recordings The voicemail server now supports and stores recording from the telephone system using the companding format A Law or lt ULAW gt to which the telephone system is configured e This results in smaller files compared to the previous non compressed PCM format Fo
498. uting The VM notation can be used in the Destination field of a Manager Incoming Call Route You can then route calls that match the Incoming Call Route s criteria to a particular mailbox or Voicemail Promodule Administering Avaya IP Office Platform Voicemail Pro Page 241 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 9 1 6 Voicemail Telephone Numbers This section describes the options that can be used with VoicemailCollect short codes and with VM to access a mailbox or Voicemail Pro start point pT Short Code Application Number Field Collect Messages 200 VM 200 Main VM Main Leave Messages 200 VM 200 Main VM Main A user accessing a mailbox will be prompted for the voicemail PIN code if not accessing from a trusted source See Creating a Trusted Location 200 Voicemail Pro Start Points The following only apply when a matching start point has been set up If a short burst of ringing is required then should be inserted before the start point name This is useful if transferring callers as it completes the transfer before the Voicemail Prompts begin Pf Short Code Application Number Field User Start Points for examples a user called Extn205 Collect Extn205 Collect VM Extn205 Collect Leave Extn205 Leave VM Extn205 Leave Callback Extn205 Callback VM Extn205 Callback Queued Still Queued Group Start Points for ekample a group called Main Collect Main Collect VM Main Collec
499. utomatically appended ACCOUNTS mailbox message Plays out the message stored within the specified mailbox The WAV extension is automatically appended CAMPAIGN campaign message Plays out a campaign message stored within the specified campaign The WAV extension is automatically appended mailboxes String The list of mailboxes to forward the message to separated by non digits other than commas for example 202 203 204 ident String The CLI to be associated with the message Return Value This method does not return a value 11 1 2 2 ForwardMsgToMailbox Method This method is used to forward a file or message to another mailbox Ka aa ore testers file mailbox ident Parameters e file String This contains the name of the file to be translated If the fully qualified path is specified drive path file then the full specified path is used otherwise the file is relative to the specified locale within the WAVS directory e GREETING greeting Plays out the greeting stored within the greetings directory The WAV extension is automatically appended ACCOUNTS mailbox message Plays out the message stored within the specified mailbox The WAV extension is automatically appended CAMPAIGN campaign message Plays out a campaign message stored within the specified campaign The WAV extension is automatically appended e mailbox String The mailbox to forward the message to e ident Strin
500. utton allows selection of the target mailbox from a drop down list of either mailboxes system variables 80 or other call flow modules The options vary depending on the action and field Possible entries x Please make a choice from the following Start point or module nn System defined variables Mailbox e VRL If selected specifies that the message should be transferred to the Voice Recording Library VRL application IP Office ContactStore See Voice Recording Library 2481 Results The Leave Mail action has Success and Failure results The use of these depends on which mailbox mode the Voicemail Pro server is using SO Success Failure e IP Office mode Callers in the mailbox follow the Failure or Success results depending on whether they press 0 before or after the leave a message tone respectively This overrides the mailbox user s Voicemail Reception setting set in the IP Office configuration e Intuity mode The results cannot be accessed Callers pressing 0 will always follow the mailbox user s Voicemail Reception setting set in the IP Office configuration Administering Avaya IP Office Platform Voicemail Pro Page 122 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Mailbox Actions 6 6 3 Listen gn The Listen action assists the caller to leave a message in the start point s mailbox or in a specified mailbox The caller can only leave
501. valent to NAM call variable e Owning object vmprov5 voicescript e String e Set This property is read only e Get A String object containing the name of the associated voicemail mailbox for example e String Voice Name 11 1 1 6 NewMsgs Property The NewMsgs property returns the number of new messages contained within the session mailbox e Owning object vmprov5 voicescript e String e Set This property is read only e Get The number of new messages within the mailbox For example number Voice NewMsgs 11 1 1 7 OldMsgs Property The OldMsgs property returns the number of old messages contained within the session mailbox e Owning object vmprov5 voicescript e String e Set This property is read only e Get The number of old messages within the mailbox For example number Voice OldMsgs Administering Avaya IP Office Platform Voicemail Pro Page 307 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 11 1 1 8 PositioninQueue Property The PositionInQueue property returns the QPOS voicemail call variable This is the user s current position in the queue and is only available for queued and still queued call flows e Owning object vmprov5 voicescript e String e Set This property is read only e Get A string object containing the current value for QPOS For example string Voice PositionInQueue 11 1 1 9 Result Property The Result property gets and sets the RES voicemail call variabl
502. variable as a list of digits Administering Avaya IP Office Platform Voicemail Pro Page 92 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Callflow Actions Standard Action Tabs 6 3 2 1 Using the Wave Editor The Wave Editor is used by Voicemail Pro to select record and play prompts It can be used to select existing prompts or to record new prompts The system plays the prompt specified in the Entry Prompts tab of a call flow action before the action performs its main role Click 4 or double click a listed prompt to open the Wave Editor window The Wave Editor assists you to record and play prompts through the Voicemail Pro server computer or through an extension on the IP Office system Wave Editor 1 x M Use which media device Text to Speech x Language English x Playback Device Pe Multimedia x Extension Please select a file or enter a new file name tls way a Relative to C Program Filest vayaNM P Office Voicemail Pro vM Wavs Wave Information Wave Length 32seconds Sample 16bit Sample Rate 8Khe Channels Mono U To record a new prompt 1 First configure the recording and playback devices e Use which media device e PC Multimedia This option uses the speaker and microphone facilities of the computer on which the Voicemail Pro client is being run e Telephony Handset If Telephony Handset is selected enter
503. variables to 0 The voicemail server provides counter variable COUNTER1 to COUNTER15 These can be used in the same way as other call variables They can also be manipulated using Generic 9 action commands for Set Counter 19 Clear Counter 104 Counter Decrement 19 and Counter Increment 105n They can also be used with the Decrement and Test Counter 163 and Increment and Test Counter 162 actions By default the initial value of a counter variable is 0 The formats COUNTERx or COUNTER x are both supported General Entry Prompts Specific Reporting Results Select Generic command v Select Generic command Clear Counter v Select Counter LJ e Select Generic command Clear Counter e Select Counter Enter 1 to 15 to select COUNTER1 to COUNTER15 respectively Free Format Equivalent This action creates a free format command 105 such as CLEARCOUNTER1 6 5 1 5 Counter Decrement This Generic command decreases the value of one of the 15 COUNTER call variables by 1 The voicemail server provides counter variable COUNTER1 to COUNTER15 These can be used in the same way as other call variables They can also be manipulated using Generic 993 action commands for Set Counter 10 6 Clear Counter MoA Counter Decrement 10 and Counter Increment 105 They can also be used with the Decrement and Test Counter 16 and Increment and Test Counter 16 gt actions By default the
504. wizard is closed The specific tab of the action will contain the command to execute see example shown below Properties for Database Execute E 1 2 x General Entry Prompts F Reporting Results Please enter the SQL command to be executed SOL Wizard Command to execute INSERT INTO OrderDetails ContactT elephone Cost CreditCardE xpiry CreditCardNumber ISBN VALUES CP4 DBD 1 CP3 CP2 DBD 2 Administering Avaya IP Office Platform Voicemail Pro Page 333 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 11 3 Dial by Name Using the Dial by Name action callers can indicate the user or group that they require by dialing the name on their telephone keypad and then making a selection from the matches found To use this feature the caller must use a telephone with DTMF dialing and with ITU alphabet letter keys as shown here ABC DEF a D a co lt x lt N o z z No Oo The main pre requisites before the Dial by Name action can be used are 1 User Names The user names are set through the IP Office Manager Either the user s Name or Full Name field can be used for Dial by Name If the Full Name field is set then it takes precedence over the Name field Changing Names Voicemail Pro mailboxes are created to match existing user Names If a user Name is changed Voicemail Pro will create a new mailbox to match the new Name Therefore you must make
505. ws account under which the Voicemail Pro service is running Administering Avaya IP Office Platform Voicemail Pro Page 177 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 7 3 3 SMTP Sender These settings are used to configure the SMTP server and the server account that Voicemail Pro server uses for sending e mails through SMTP Multiple servers can be configured The first entry specifies the default SMTP server used for sending e mails if there is no other entry matching the domain specified in the e mail destination address Additional servers can be added when different settings are required for sending e mails to specific domains For example the default can be configured for the customer s internal network exchange server with additional entries added for e mails to external e mail domain addresses such as yahoo com e Messaging Between Voicemail Servers VPNM distributed Voicemail Pro servers and primary backup Voicemail Pro servers all use SMTP to exchange information and messages between Voicemail Pro servers When that is the case the first entry in the SMTP Sender list must be the one used and needs to be configured for that service with the domain and server setting both matching the IP address or fully qualified domain of the Voicemail Pro server In the below example the first entry is used for messages to other Voicemail Pro servers The same address is used in both the domain and the server settings for the f
506. xt is empty the change will apply to all subsequent text otherwise it only applies to that text F Speak Options Option Change Relative Pitch X Value 5 Text Optional Hello This controls the relative pitch of the voice If no text is specified then it applies to all subsequent text The Value is between negative ten and ten This specified the relative pitch at which the voice is played The absolute value is found by adding the relative pitch to the current absolute value Zero represents the default middle pitch for a voice with positive values being higher and negative values being lower Emphasize Text This option instructs the voice to emphasize a word or section of text The text is required and must be included The example below would be added as lt emph gt Hello lt emph gt r Speak Options Option Emphasize Text v Text Required Hello This emphasizes a section of text The method of emphasis can vary from voice to voice Spell Text This option instructs the voice to spell out all text rather than using its default word and sentence breaking rules normalization rules and so forth The text is required and must be included The example below would be added as lt spell gt Hello lt spell gt F Speak Options a Option Spell Text Text Required Hello This spells out all text that is all characters are expanded to corresponding w
507. y 305 Example Call Flow 122 157 243 335 Mobile 271 Example SAPI XML Tags 357 example Save 80 example Touch 95 example transferring 83 Exchange Connector 349 Execute Action 332 Existing Campaign Delete 339 expandable collapsible list contains 24 Export 34 Exporting Call Flows 34 extension 203 mobile twinning 271 extension press 375 390 External Location 200 231 external twinning 270 Extn View 354 F fax board 175 283 348 349 350 354 Fax Calls 115 175 283 348 350 Fax Calls Using Routing 353 Fax Forwarding 352 Fax Server Configuration 349 Fax Sub Addressing 175 283 350 Fax Use 354 Administering Avaya IP Office Platform Voicemail Pro IP Office Platform 9 1 faxnumber gt faxination com 352 faxnumber gt faxmaker com 352 faxnumber gt rightfax com 352 faxnumber gt zfconnector com 352 FaxPress 355 February 375 390 Fenestrae Faxination 349 352 file routing 345 finished working 36 First In First 183 289 Follow Me 128 270 375 390 For help press 375 Force Account Code 199 215 239 240 243 251 271 335 336 ForwardMsg 310 ForwardMsg Method 310 ForwardMsgToMailbox 310 ForwardMsgToMailbox Method 310 fr 306 Francais 268 Full Name 334 Changing 337 FullFilename 311 FullFilename Method 311 Func 251 FWD 99 G General Configuration System 186 292 General Configuration System Preferences 186 292 General System Preferences Changing 175 283 Generic Action 80 88 99 270 includes 214 Get
508. y other mailboxes for which the user has been configured to receive message waiting indication 1941 When using a programmed Visual Voice button that button can be configured for a specific other user s or hunt group s mailbox See Creating a Visual Voice Button 198 It is supported on most Avaya telephones with multi line displays more than 2 lines and programmable buttons On telephones that have a display but do not support full visual voice operation use of the buttons above will trigger normal spoken prompt voicemail access Access to visual voice can be provided in a number of ways e By default access to visual voice is triggered by the telephone s MESSAGES button This behaviour is controlled by the telephone system System Voicemail option Messages button goes to Visual Voice e For phones without a Messages button and or when the above option is not enabled a programmable button for the Visual Voice can be created See Creating a Visual Voice Button 198 e T3 telephones can access visual voice via the menu selection Menu Settings Voicemail Settings If a Visual Voice programmable button is used on these telephones it will only access the Listen functions Visual Voice Controls The arrangement of options on the screen will vary depending on the telephone type and display size e Listen Access your own voicemail mailbox When pressed the screen will show the number of New Old and Saved messages Select one of those options
509. ya IP Office Platform Voicemail Pro Page 378 IP Office Platform 9 1 15 601063 Issue 10c 09 December 2014 Appendix Prompts WAV File Intuity Prompt Ww 28 To delete the previous entry press 3 To add a mailing list you have already created or a public list owned by others press 5 To review or modify the list you are creating press 1 To approve the list you are creating and move on to the next step press You have not yet entered enough characters to identify a specific subscriber To enter the letter Q press 7 for Z press 9 Or enter just the sign if it is your phone System greeting used Ww N wo To add entries to the list or to change status of the list press 1 When finished addressing press When finished press To replay the last few seconds press 5 to advance a few seconds press 6 You are adding a list You are specifying a mailing list to review Monday Tuesday Wednesday nm c 5 a a lt Thursday Friday WWW WWW WWW w w wlw oo U uo oa KOLE 0 ou Ww oin oO M e O o Saturday Ww You are choosing between subscribers whose names match your entry To indicate no subscribers match delete entry by pressing 3 To change to extension addressing and delete your entry press 2 You are identifying a list as private or public You are scanning mailing lists to review list members press 0 to rewind to previous list press 2
510. you are using Voicemail Pro installed on Unified Communications Module see Number of Simultaneous Users on UC Module Voicemail Pro 184 1 4 Linux Server Support A Voicemail Pro server is one of the Linux components that are installed as part of the IP Office Application Server installation That process is covered separately in the IP Office Application Server documentation However configuration and administration of that server is still performed using the Windows based Voicemail Pro client application When logged into the Voicemail Pro server using the Voicemail Pro client the unsupported features listed as follows are grayed out or hidden If the features are present in an imported call flow the call flow will not function and calls attempting to use these features will be disconnected For Voicemail Pro server running on the IP Office Application Server the following Voicemail Pro features are not supported e VB Scripting e UMS Web Voicemail VPNM However access via IMAP and one X Portal are available as alternatives e e 3rd Party Database Integration When you log on to Voicemail Pro server using the Voicemail Pro client the system disables the features not supported by Voicemail Pro These features do not function even if they are present in an imported or restored call flow and the system disconnects the calls attempting to use these features Voicemail Pro on Linux does not support the following call flow actions e D
511. ystem fax number As the system administrator you still need to set a system fax number to enable mailbox owners to override it with their preferred personal fax number Incoming calls are directed to Voicemail Pro and then Voicemail Pro redirects fax calls to the mailbox owner s personal fax number if one has been set For details mailbox owners can refer Avaya IP Office Using Voicemail Pro in Intuity Mode 15 601130 e If your fax system requires prefix addressing for example the C3000 fax server do not type a fax number in the System Fax Number box Instead type the number to use as a prefix so that a fax message can be identified and forwarded to the extension number of the intended recipient For example if the prefix is 55 a fax message for extension 201 would have the prefix of 55 automatically added so that the complete number becomes 55201 e System Fax Number By default fax detection is not enabled when Voicemail Pro is first installed When fax detection is enabled any fax calls that are left in a voicemail mailbox are redirected to this system fax number e Use as a Prefix If your fax system does not use prefix addressing leave this box unchecked For this feature to work you also need to set up a short code e Enable Fax Sub Addressing Most fax servers perform fax forwarding based on DTMF signaling received with the fax call Select the Enable Fax Sub Addressing check box so that the DTMF signal is passed to the fax server af
512. zwmanamaanwwazzwaa 138 6 8 8 Assisted Transfer 139 6 8 9 Alphanumeric Collection 141 6 8 10 Park and Page eeeseeeeseeeseseeeeseeeeeneeeeeaes 143 6 8 11 Predictive Call Script lt 145 6 9 Miscellaneous Actions 148 SI Ma eer aati iia arte din 149 6 9 2 Open Dors aa nenei 150 6 9 3 Alarm Sebo e eerie oh aed eeo naine PaE epide 151 09 4 ClOCK AA WAMA AWA aa Na 153 6 9 5 Pa aw 154 AE KA ma AUA UA AAA 155 Page 5 15 601063 Issue 10c 09 December 2014 6 9 7 Remote Call FIOW ccccscceceeeeeeeseeeeesteeeeeees 156 6 10 Condition Actions ccccccccceseeeseteeeseneeessseeesneeees 157 6 10 1 Test COndition ccccecessceesseeeessteeeesseeeeeees 157 6 10 2 Set User Variable 158 6 10 3 Test User Variable 159 6 10 4 Test Variable ccccceeceeeeeceeceeeeeeeeeneeeeeeees 160 6 10 5 Increment and Test Counter 162 6 10 6 Decrement and Test Counter 163 6 11 Database ACtions wwwwwwwmmmmamimmmmiamimmwwa 164 6 11 1 Database Open wwwwwmamaamwaamnamazwnamaza 164 6 11 2 Database EKecute wwwwwmmmmemmmmia 165 6 11 3 Database Get Data 9en9neeenneeeneeen 166 6 11 4 Database ClOSG c ccccescceeeseeeeesteeeseneeeeeees 167 6 12 Queue Actiol S3

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