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Avaya 5402 IP Phone User Manual

1. sseeeeeee 284 5 4 4 Manual Call Recording 285 5 4 5 Automatic Call ReCordingd cccseeeeeeeeeeeeees 289 5 S ANNOUNGEMENIS s2 0hcinccniceticn eA TR aE ea 295 5 5 1 Mandatory Announcement Example 295 5 5 2 Personal Announcements c ccceeeseeeeeees 296 5 6 Support for Callers with Impaired Hearing 5 297 5 6 1 Installing Voicemail Pro TTY Prompts 298 5 6 2 Changing User Locale cccccccsssssssseeeeeeeeees 298 5 6 3 Advice for Mailbox Owners Using a TTY DOVE sey necie eu eet e teu kee el eae 298 5 6 4 Changing the Language Setting fora TTY DEVICE sci Sas ee di wicecaten ace sancceauecnereesneaus E 299 5 7 Changing Language steten canceteess A ceeece ees 301 5 7 1 Supported LANQUAQES ccccsssseeeeeeeeesseeeeees 302 5 7 2 Changing the Language of System Prompts 303 5 7 3 Changing the Language of Custom Prompts 304 DE MOBIC PF WIMMING can cece secesetceet NN caved 305 5 8 1 Example Call FIOW ccccccesesessssseseeeeeeeeeees 306 5 9 Remote Voicemail Notification c cccccssseeeeeeeeeeees 309 S9 Pal Maz ec G2 6 ee emer ang Eee 310 SIL ONCA is aik aa a 312 5 10 Automatic Message Deletion ccccssseeeeeeeeeeees 316 5 11 Using Voicemail to Give Error Messages 317 5 12 Mailbox Management c ccccsccccssseeeceeeeeeeseaeeees 318 5 12 1 Disabling a MailDOX cccceeeeee
2. 0ccce 261 5 1 4 Using Short Codes to Access Voicemail 262 5 1 5 Using VM to Access Voicemall 00c0000e 263 5 1 6 Voicemail Telephone Numbers 00 00008 264 5 1 7 Example Call FOW rsispa a 265 5 2 User Voicemail ACCESS arsura an 267 5 2 1 Giving Users Button ACCESS ccccceeeeeeeeeees 268 5 2 2 Giving Users Access from Any Extension 269 Voicemail Pro Installation and Maintenance IP Office Release 6 5 2 3 Giving Users Access from an External LOCATON sesaetict eg saree ese eee orcas 270 5 2 4 Creating a Trusted Location ccccsseeeeeees 270 5 3 Hunt Group VOICEMAII cccccceceeeeeeeeeeeeseeeeeeeeeeees 271 5 3 1 Configuring Message Waiting Indication 272 5 3 2 Configuring Group Broadcast cceccceeees 273 5 3 3 Using a Short Code to Collect Voicemail 274 5 3 4 Out of Hours Operation ccccccceesceeeeeeseeeeeees 275 5 3 5 Configuring Announcements 00 ccecceeeees 276 5 3 6 Customizing Announcements cccccseseeeeeees 278 5 3 7 Hunt Group QUEUING ccccceeeeeeeeeseeeeeeeeeeees 279 5 3 8 Customizing a Hunt Group Call Flow 280 54 Recording CallS aen Seansndsiccenavevendsacvcduxcsadssvemndatcer 282 5 4 1 Call Recording Warning csccseeeeeeeeeeees 283 5 4 2 Changing the Recording Time 0cccce 284 5 4 3 Voice Recording Library VRL
3. 2 Post Dial Action 23 Play a recording to an extension VB Script Action 240 Allows Visual Basic to be used to script call flow events EP Remote Call Flow 242 Allows call flows developed elsewhere to be included in an existing call flow Voicemail Pro Installation and Maintenance Page 233 IP Office Release 6 15 601063 Issue 22e 16 May 2010 4 8 1 eMail a The eMail action is used to send a recording to a specific email address Settings 1 Click the ise Miscellaneous Actions icon and select ee eMail 2 The General 176 Entry Prompts 177 Reporting 18 and Results 183 tabs are standard tabs available to all actions 3 Select the Specific tab Complete the fields with relevant details Send mal Send e mail to m Subject pe oO Content pe Attach file to e mail MB Path is assumed to be on the Yorcemall Server e Send e mail to Enter the email address of the recipient e Subject In the Subject field type the subject line for the email e Content In the Content field type the text to be placed in the email e Attach file to e mail In the Attach file to email field the recorded file to be attached to the email needs to be selected e If just is entered then the action will use the recording collected by a preceding Leave Mail 207 action or Voice Question 20 action Results This action has the following result which can be connected to a further action ma Next e
4. Voicemail Pro Installation and Maintenance Page 255 IP Office Release 6 15 601063 Issue 22e 16 May 2010 4 11 2 Queue Position the Queue Position action plays the caller 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 Normally 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 calls are presented to a hunt group on the IP Office calls waiting to be answered are queue in order of priority and then longest waiting By default internal caller s have 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 Mixing calls of different priority is not recommended if Voicemail Pro is being used to provide queue estimate time to answer ETA and queue position announcements to callers since those values will no longer be accurate when a higher priority call is placed into the queue Note also that in such a situation Voicemail Pro will not allow a value already announced to a caller to increase e The IP Office Manager option Synchronize calls to announcements should not be used with call flo
5. Voicemail Pro with PNM and SMTP Server Server Interchange Ethernet Switch Up to 2000 mailboxes are supported per VPNM server and there is no constraint on the number of VPNM servers However to distinguish between dial plans you might need to allocate a dial pre fix to each server A maximum of 99 pre fixes are available This section summarizes the steps required for installing VPNM between two IP Office systems and between an IP Office system and an Intuity Audix system through Avaya Interchange The instructions provided here should be read in conjunction with the other Avaya guides for example Avaya Interchange Release 5 4 Adding a VPIM System to Your Network This is because the setup for Interchange VPIM is the same as for VPNM Voicemail Pro Installation and Maintenance Page 426 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Appendix Installing Networked Messaging VPNM 8 7 1 Requirements for VPNM Check that the following requirements have been before attempting to install VPNM e A Voicemail Pro server with VPNM installed connected to each IP Office system Each system will need a license for both Voicemail Pro and VPNM e All systems in the VPNM network need to be tested to ensure that they can communicate across the IP network It is suggested that you test the following e Ping the IP Addresses e Ping the computer names If in a domain ping the fully qualified domain name e The VMPro Serv
6. Server vphm sitea avaya com Users for VPNM Server s Full Mame Remote Mumbe von sitea avaya com Bob Jones MW Enable WwildCard Help Close To add a VPNM server In the VPNM Server s section click Add 2 Enter the fully qualified domain name of the remote VPNM destination the remote Voicemail Pro server PC or Avaya Interchange 3 Enter the two digit access prefix if these are being used Click OK To delete a VPNM server 1 Inthe VPNM Server s section select the server that you need to delete 2 Click Delete When a server is deleted all of the users associated with that server are also deleted Voicemail Pro Installation and Maintenance Page 106 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro Voicemail Pro Preferences To add a user to VPNM server 1 Inthe Users for VPNM Server s section click Add The Adding a new user window opens Adding anew user Please complete the user details Which PIM Server does this user belong to What is this user s full name Please enter the user s local extension Pleaze enter the user s remote extension prenete seenen Oooo What is this user s full telephone number 2 Enter details for the user All of these details MUST be completed before the user can be added 3 Click OK to save the details and return to the VPNM configuration window Select the VPIM server from t
7. You are at subscriber administration SONIN INNS Ol oloa N FILO o N N N Ww O 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 For internal calls SN NIN N A A A A CON UOA For external calls N IS WO For busy calls For no answer N N U1 U1 an gt For out of hours calls N 52 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 3 Enter greeting number 5 Enter greeting number NON ul mS Greeting 55 Not recorded To listen to greeting N N Ul oO To re record press 1 To review status press 2 N N N U1 UI OWO N N Oo ms To use this greeting for all calls press O for internal calls press 1 for external calls press 2 N oO U1 Recorded but not active To use this greeting for all calls press 1 Oo vu D Wn Wn To use this greeting for all calls press 0 for busy calls press 1 for no answer calls press 2 Recorded and active NN NOON N N OO e OINO Approved and active N N N gt OQ D N U1 N To activate for out of hours call press 3 To record messages press 1 to get messages press 2 to administer personal gre
8. 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 Inthe Users for VPNM Server s section select the name of the user whose details need to be changed 2 Click Modify You can change the user s full name the local extension number and the full telephone number Voicemail Pro Installation and Maintenance Page 433 IP Office Release 6 15 601063 Issue 22e 16 May 2010 8 7 4 Testing a VPNM Setup It is advisable to test the VPNM setup To test the VPNM setup Dial into voicemail from one of the systems and record a message When selecting the target extension enter an extension from the other system as specified in the VPNM Preferences 2 screen 3 The message should be delivered to the other systems Voicemail Pro server into C I netpub mailroot Drop The VPNMreceiver Service checks the Drop directory approximately every 30 seconds When it finds a message in the Drop directory it will send the message to the relevant extension s voicemail box on the remote system Voicemail Pro Installation and Maintenance Page 434 15 601063 Issue 22e 16 May 2010 IP Office Release 6 Appendix Installing Networked Mes
9. To customize announcement 1 for a specific group 1 In the Start Points Navigation pane select Gacroups If necessary add a Queued start point 153 for the required group 2 Select the group s Queued start point 3 Add the required actions to the call flow and link them To just play a message use a Generic action e Use of customized start point call flows for Queued and Still Queued is not recommended if the Synchronize Calls option is enabled for the hunt group in the IP Office configuration If this is the case the only options Supported by Voicemail Pro is the playing of prompts 4 Double on the actions added and on the Entry Prompts tab add the prompts required using the Wave Editor 179 5 Click OK to save the changes 6 Click Gz Save and make live 7 Any caller queuing for the selected group will hear the new announcement when they first join the queue To customize announcement 2 for a specific group 1 As above but use the Still Queued start point Voicemail Pro Installation and Maintenance Page 278 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Administration Hunt Group Voicemail 5 3 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 charact
10. Use which media device Tert to Speech Language English Playback Device PC Multimedia Extension Please select a file or enter a new file name ts Lay ae Relative to C Program Files avayaslP Offices Voicemail Prowy M Wwe Wave Information Wave Length 2 seconds Sample 16 bit Sample Rate o khz Channels Mona es gt 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 PC on which the Voicemail Pro client is being run e Telephony Handset If Telephony Handset is selected enter the extension of the telephone to be used When recording is started the phone will be run and after being answered will start recording e Text to Speech This option is available on systems licensed for TTS operation If selected the prompt file is automatically generated from the text in the action s Description 176 field If 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 to select
11. e COUNTER 157 A set of COUNTER call variables COUNTER1 to COUNTER15 have been added The value of these can be set incremented and decremented using Generic actions and the specific Increment and Test Counter Decrement and Test Counter actions e User Defined Variable Display 14 The current values of all the user defined variables can be displayed and edited through using the Voicemail Pro client This is done by selecting Server Queues and then User Variables in the left hand navigation pane Voicemail Pro Client Changes e Minimum Message Length 99 Through the voicemail server s general preferences the minimum message length saved by the voicemail server can be seen and changed The value can be set between 0 and 10 seconds e Navigation Changes 128 A number of changes have been made to the items that can be selected in the left hand navigation pane of the Voicemail Pro client e Users Groups 130 Selecting Users or Groups in the left hand navigation pane displays details for each mailbox Voicemail Pro 5 0 provides the following additional options when using this display Voicemail Pro Installation and Maintenance Page 399 IP Office Release 6 15 601063 Issue 22e 16 May 2010 e Disable Mailbox By right clicking on a listed mailbox and selecting Disable Mailbox the use of the mailbox can be disabled Attempts to connect to the mailbox will receive number unobtainable indication from the voicemail server e Clear Mailbo
12. 1 till es Add Start Point 153 fiss Condition Actions 245 1 Gi Edit Start Pointl1s Database Actions 25 e m ii Delete Start Point 153 8 Queue Actions 25 Voicemail Pro Installation and Maintenance Page 143 IP Office Release 6 15 601063 Issue 22e 16 May 2010 3 13 Importing and Exporting You can import or export the voicemail call flow as a mdb database file Exporting the configuration is a recommended step when upgrading a voicemail system 34 You can also import and export selected modules as a mod file This allows you to develop and test modules on one system before moving them to another Voicemail Pro 5 0 also allows you to import and export selected conditions as a con file Important e Importing and exporting does not apply to prompts Prompts must be moved as separate items or re recorded e When you import a database file the contents of the existing database are replaced e When you import modules or conditions any existing module or condition with the same name is overwritten To export a file 1 From the File menu select Import or Export 2 Select Export Data and click Next 3 Enter the name of the file that you want to export Add the extension mdb for the whole database mod for modules or con for conditions Alternatively click Browse select the type of file to export 4 Click Open and click Next 5 Module and condition files can contain several modules or conditions
13. 3 The following controls are available on the Specific tab Properties for Test Variable i General l Entry Prompts Specific Reporting Results Validate a arable Select the Varable to Match KEY Select the parameter s to test the variable against Venable C Specific 555687 Extn _ Hunt Group Mailbox Timeout after vex 0 F seconds e Select the variable to Match This drop down list is used to select which Voicemail Pro call variable 157 should be checked for a match see below e Select the parameter s to test the variable against Select the types of values that should be checked for a match and if necessary entry the value If several options are selected the Voicemail Pro 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 157 Type the required value directly or use the browse button to select the text that should be used including using a the value of a call variable 157 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 Voicem
14. IP Office Settings Central IP Office Other IP Offices Voicemail Type Centralized Voicemail Voicemail P Address Set to the voicemail server PC s IP address Voicemail Destination Not used Set to the Outgoing Group ID of the H323 Line to the central IP Office Licenses This system needs licenses 22 gt for all the The other IP Offices only require licenses for Voicemail Pro features required UMS and or for ContactStore if required When accessing a voicemail server that is acting as centralized voicemail server the Voicemail Pro will display Centralized Voicemail in the title bar Voicemail Pro Installation and Maintenance Page 53 IP Office Release 6 15 601063 Issue 22e 16 May 2010 2 5 2 Fallback IP Office Control IP Office Release 5 0 supports a number of fallback features for Small Community Networks In conjunction with Voicemail Pro 5 0 fallback can include one of the IP Offices assuming control of the voicemail server should the central IP Office become unavailable on the network Normal Operation Centralized During normal operation voicemail Yolcemail services for the Small Community Server Network are provided by the central IP Office communicating with the voicemail server Central IP Office IP Office ig Centralized Fallback Control Operation If the central IP Office becomes unavailable to the network control of voicemail services for the Small Community Network is assumed
15. If selected if the caller enters an invalid digit the Voicemail Pro will either allow a retry or if the No of Retries has been reach it will follow the Timeout result connection within the call flow Prompt Voicemail Pro 4 2 You can associate a prompt with the Timeout and or Invalid a i If a prompt is specified before allowing a retry the Voicemail Pro will play that prompt Use the to access the Wave Editor 17 Results The action can have the following results which can then be connected to further actions GE e Timeout uam er l RORI coe Menu 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 their last retry Invalid e Invalid This result is used to connect to a following call flow action if the caller makes an invalid entry on a their last retry 2 e Others A result for connection to a following call flow action is shown for each select dialing digit sequence Voicemail Pro Installation and Maintenance Page 201 IP Office Release 6 15 601063 Issue 22e 16 May 2010 4 4 4 Goto The GoTo action will transfer the caller to another call flow start point Settings 1 Click the nig Basic Actions icon and select m GoTo 2 The General 176 Entry Prompts 177 Reporting 182 and Results 183 tabs are standard tabs available to all actions 3 Select the Specific tab Go to a specific node Please select a node to
16. This method is used to speak out the specified speech provided TTS has been licensed Method Voice Speak text wait interruptables dlgid Parameters e text String This contains the text to be spoken wait Boolean This optional parameter specifes 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 7 1 2 46 Stop Method This method can be used to stop any current play back Parameters e digid Long Default 0 The connection for the voicemail session Return Value This method does not return a value Voicemail Pro Installation and Maintenance Page 364 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Examples Using VB Script 7 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 Language format e In addition to the normal licenses for Voicemail Pro 22 use of database actions requires the IP Office system to have an Advanced Edition license For systems upgraded to IP Office Release 6 existing legacy VMPro Database Interface licenses can still be used The Database Actions
17. ccccccccssssseeseeseeeeeees 25 2 1 6 ContactStore Operation cccccccsseseseeeeeeeeeees 25 2 1 7 User and Group MailbOXeS cccceeeeeeeeeeeeeeeees 26 2 2 Server Client Installation ccccccsseeccceeeessseeeeeeeseeeees 27 2 2 1 Modifying the Installed Components 30 2 2 2 Web Campaigns Installation 31 2 2 3 The Voicemail Pro ServiCes seseeeeeeeeeeeees 32 2 3 Upgrading Voicemail Pro ccccseseeeeeeeeeeseseeeeeeesaeeees 34 2 3 1 Upgrade from below version 3 2 ccccseeeeeeees 34 2 3 2 Upgrade from Version 3 2 4 cccccsseeeeeeeeesesseeeeees 35 2 3 3 Upgrade to Voicemail Pro ccceccceeeeessseeeeeees 36 2 4 UMS Web ServiCes cccccecccceessseceeeeceesseeeeseeeenaees 37 2 4 1 IMAP Installation cccede eine cto onerceieeeet 38 2 4 2 Web Voicemail Installation cccccceeseeeeeees 41 2 4 3 Exchange 2007 Installation ccccccsseeeeeeees 47 2 5 Centralized Voicemail Pro ccccceccceeeessssseeeeeeeeeees 52 2 5 1 Centralized VOICeMail cccccccccssesseeeeeeeeeeees 53 2 5 2 Fallback IP Office COntrOl ccceccceeeeeseseeeeeees 54 2 5 3 Backup Voicemail Server Operation 00 55 2 5 4 Distributed Voicemail ServerS cccccssseeeeeees 56 25 5 COMbINGd ODIOM S enin 58 2 5 6 Installation NOteS ccccccccecesseeeeeeeeeeeeeseeeeeeees 60 2 6 VOICE Mall Emal seisine n tile e
18. 2 From the Administration menu select Preferences gt General 3 Click the Outcalling tab General Directories MAFI Housekeeping SNMP Alarm Outcalling System Times Prine Times Peak Times System Ret Settings Number of Aetries 4 Select the times that outcalling is active in the System Times section e Prime Times The time period that outcalling is to be active as default for the system e Peak Times The busiest working hours 5 Set the retry settings in the System Retry Settings section 6 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 7 The Retry Interval for each retry attempt The interval is the length of time between each attempt to ring to targeted number again The 6th to 10th retries use the default retry interval 8 Double click a selected retry time to edit the interval between retries The New interval number window opens where the length of time between each attempt to ring the target number can be changed Click OK to save the change and return to the Outcalling window 9 Click OK 10 Click Eg Save and Make Live and select Yes Voicemail Pro Installation and Maintenance Page 313 IP Office Release 6 15 601063 Issue 22e 16 May 2010 5 9 2 2 Editing Mailbox Outcalling Settings You can use the Voicemail Pro client to view and edit user outcal
19. AVAVA IP Office Release 6 Voicemail Pro Installation and Maintenance 15 601063 Issue 22e 16 May 2010 2010 AVAYA All Rights Reserved Notices 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 Documentation disclaimer Avaya shall not be responsible for any modifications additions or deletions to the original published version of this documentation unless such modifications additions or deletions were performed by Avaya End User agree to indemnify and 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 Web sites referenced within this site or documentation s 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
20. Assisted Transter Next Mo ANSEL Bus Failure 1 In Voicemail Pro a new module was added called Dial by Name 2 From Telephony Actions the i Dial by name action was added 3 From mj Telephony Actions an Assisted Transfer action was also added In its properties Specific tab the Mailbox was set as KEY 4 The H Dial by name action s True result was connected to the Assisted Transfer action 5 From a Mailbox Actions a Bo 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 a Code 73 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 Voicemail Pro Installation and Maintenance Page 375 IP Office Release 6 15 601063 Issue 22e 16 May 2010 7 3 2 Adding a Reco
21. Press to end the recording Press 1 to save for all calls Replace the telephone handset 6 A short code needs to be created in IP Office Manager so that when a user dials an international call they will be played the error message Code OON Feature Voicemail Collect Telephone Number Barred include quote marks Line Group ID 0 7 Save the configuration file 8 Test the error message by trying to dial an international number from any telephone You should be played the message that you have just recorded Voicemail Pro Installation and Maintenance Page 317 IP Office Release 6 15 601063 Issue 22e 16 May 2010 5 12 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 Yoicemail Pro Client Intuity Local File Edit Actions Administration Help Agd be Elfed IP Office 192 168 42 1 oe a Start Points o Groups Extn201 E stn202 NEVER ACCESSED NEWER ACCESSED HEVER ACCESSED E C E C Disallowed Disallowed Disallowed mE O x Exchange M Unlicensed Unlicensed Unlicensed Es short Codes E xtn205 Add Start Points 0 HEVER ACCESSED Disallowed i Unlicensed ais i Lleers Extn206 Edit Start Points 0 0 NEWER ACCESSED Disallowed 0 Unlicensed E rool Default Start Points Extn208 0 0 NEVER ACCESSED Disallowed
22. R Rate Change 83 Read Email 86 read matching records 365 REC 283 rec 01 418 Reception 90 155 213 265 296 404 418 Reception Breakout 90 ReceptionClosed 155 ReceptionOpen 155 RECNAM_01 418 Page 445 15 601063 Issue 22e 16 May 2010 RECNAM_02 418 RECNAM_03 418 recognize 152 298 395 PC 88 Recor 285 Record Call 282 285 record greeting 317 Record Inbound 290 Record key 381 Record Name 152 172 328 359 376 add 212 Record Name Action 152 172 212 376 Record Name Module Adding 376 Record Outbound 290 record re record 376 recorded asking user 303 recorded name greeting 328 recording As String 361 Recording Library 207 282 284 287 290 Recording Library options 287 290 recording press 179 404 418 Recording Time 99 104 290 Changing 284 Recording Time Profile 290 Recording Warning 282 283 285 RecordMsg 361 RecordMsg Method 361 RecordRegister 361 RecordRegister Method 361 REG_DWORD 116 Regional 329 Regional Setting 329 Register 355 361 362 Register Method 362 Registry 116 Restore 34 regnum 355 361 362 regnum As Long 355 361 362 Release 116 290 relogon 404 relogon press 404 Remote Access 418 Remote Call Flow 172 add 242 Remote Campaign Directory 101 Remote Voicemail Notification 213 Remote Voicemail Pro Clients 126 Remove 34 86 149 Remove Voicemail Lite 36 Remove Voicemail Pro 34 Rename 149 153 161 Reporting Tab 182 Reporting tab 182 Request ISBN 370 required flag change 3
23. Re enter password Approved Owned by Enter password N N N N WwW O Please enter extension And sign Private Public Record at the tone N NNN N N NIN CO N OA N UJ N Recording stopped Previous login incorrect please re enter extension To respond or forward press 1 NTN N WwW Ww W U A UW To restart at the activity menu press R to transfer to another extension press T N Try again N W W o oO To review another list To skip press to listen press zero Returned to the Rewound NINN A A A WwW N O N D is Rewound to previous message N U1 N To respond to this message press 1 Please enter month day To delete this message press D NTN N Ol U1 U1 oO Ul W At beginning to re record press 1 to playback press 23 Received N N N O N N Contact administrator for help Please make entry soon or be disconnected Cannot get your messages now due to multiple logins to your mailbox 274 __ Please make entry soon or be disconnected 275 __ Cannot get your messages now due to multiple logins to your mailbox 277 To exit directory press O To have system wait press W to access the names or numbers directory press N If finished please To exit directory press N 0 0 N hang up or to disconnect IP Office press X To add a member enter extension To add a member enter la
24. VBScript Success Failure ey Voicemail Pro Installation and Maintenance Page 241 IP Office Release 6 15 601063 Issue 22e 16 May 2010 4 8 7 Remote Call Flow The Remote Call Flow action allows a call flow in the form of a vmp file developed elsewhere to be included in an existing call flow The aim of this action is to allow call flows developed by other applications to be placed on the Voicemail Pro server and included in its customized call flows Settings 1 Click the ie Miscellaneous Actions icon and select ap Remote Call Flow 2 The General 176 Entry Prompts 177 Reporting 18 and Results 183 tabs are standard tabs available to all actions 3 1n the Specific tab the field Remote Call Flow will show a list of remote call flow files downloaded to the Voicemail Pro server Remote Call Flow Results ap FRc lant The Remote Call Flow action has no results Any follow on call handling is determined by the actions in the remote call flow Voicemail Pro Installation and Maintenance Page 242 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Miscellaneous Actions 4 9 Condition Actions tail liis Condition Actions These actions are used to create branches in the call routing according to whether a value is true or false i fiss Test Condition Action 245 Test whether a condition is true or false Ea Set User Variable Action 244 Set a variable to a particul
25. Voicemail Pro Installation and Maintenance IP Office Release 6 Page 116 15 601063 Issue 22e 16 May 2010 Filtering 1 Select View Debug Filters 193 193 coos 193 soos 193 193 193 193 193 193 193 193 193 193 193 193 oa sae 193 eda 193 gous 193 193 593 Gimoray5s a 2 2728 3016 2728 ee 2728 3916 2f28 3916 I737a 2014 193 193 193 oe Configure Debug Filters a Module Name Path Module ID vim Commons Ubilittes Debug Message Logger Dbgut Ymp Common Utilities Debug Message Viewer DboVview virion Explorer Ymp lDriver ymp IMSAdmin wma Keven wmmp YMLite YMA iClantyS vr cae vroprovosve ving ving ving ving ving ving ving ving ving ving Genes 09 5 2728 2916 ymprovos 09 5 2728 3916 ymproy ss C0 3 2728 ee YMpr owas Ymproyas Ymproyas YMproyas VHA oe Ge Uc fOc 2 oc 25 Coc 2 Explorer Driver IMS Admin KeySery VW hd Lite iClarit vinproyos Sooo wooo s ee calling Par Called Part Locale eng does gt SoundsManager SoundsManager SoundsManager SoundsmManager SoundsmManager soundsmManager coundechnianadoe 2 Select the module for which you want to increase decrease reporting 3 1n the right hand panel adjust the level of reporting 4 Close the Configure Debug Filters window 2 10 4 The Voicemail Console The voicemail console mode that is running as the voicemail service in Int
26. e The use of voicemail email for the sending automatic or manual of email messages with wav files attached should be considered with care A one minute message creates a 1MB wav file e Voicemail Email Default Off If an email address is entered for the user or group the following options become selectable These control the mode of automatic voicemail email operation provided by the voicemail server whenever the voicemail mailbox receives a new voicemail message e Users can change their voicemail email mode using visual voice 334 If the voicemail server is set to IP Office mode 331 user can also change their voicemail email mode through the telephone prompts The ability to change the voicemail email mode can also be provided in a call flow using a Play Configuration Menu 21 action or a Generic 187 action e If the voicemail server is set to P Office mode 33t users can manually forward a message to email e Off If off none of the options below are used for automatic voicemail email Users can also select this mode by dialing 03 from their extension e Copy If this mode is selected each time a new voicemail message is received in the voicemail mailbox a copy of the message is attached to an email and sent to the email address There is no mailbox synchronization between the email and voicemail mailboxes For example reading and deletion of the email message does not affect the message in the voicemail mailbox or the message wa
27. e Voicemail Lite Pro This is the normal setting used for Voicemail Pro e Voicemail I P Address By default the IP Office connects to the Voicemail Pro server by using the address 255 255 255 255 to broadcast for any server on the same LAN as itself When it receives a response it will use that voicemail server However it may be necessary or desired to set this access to an exact address Change the default address 255 255 255 255 to the IP address of the PC on which the Voicemail Pro server is running e For configuration of IP Office systems using centralized Voicemail Pro in an IP Office Small Community Network SCN see Centralized Voicemail Pro 52 gt e Message Button Go To Visual Voice Many Avaya phones have a fixed button labeled MESSAGES which can be used by the phone user to access their mailbox If this option is selected then on phones able to support Visual Voice 334 visual voice is used when the button is pressed rather than the standard voice prompt interface Voicemail Pro Installation and Maintenance Page 88 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro IP Office Configuration e Voicemail Channel Reservation For calls going to voicemail from the IP Office the IP Office can restrict how many sessions of various types are active at the same time See Voicemail Channel Reservation 96 gt e DTMF Breakout IP Office 5 0 Previous breakout numbers for a user mailbox were set through t
28. 16 May 2010 4 Voicemail Pro Actions When a start point 150 has been added it can be linked to an action Each action can have one or several results depending on the type of action and each result can be linked to a subsequent action In this way you can build up a call flow Each action can have a number of results true false no answer busy The types of results depend of the type of action most actions having just a Next result Each result can be used as a connection point to another action See Connections 1474 A set of actions and connections can be combined and reused as a module Modules 159 are reusable sets of actions They allow you to create a sequence of actions that you can then use within any other start point s call flow Changes to the module will affect all start points using that module This simplifies the programming if a number of start points need the Same sequence of actions 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 176 Set 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 177 Sets the prompts that should be played to callers that reach the action e Reporting 182 Use to provided reporting on calls that use t
29. 2 6 Voicemail Email Voicemail Email allows the voicemail server to provide a number of email functions e Forward a Message to Email If the voicemail server is set to IP Office mailbox mode mailbox users are able to manually forward an voicemail message to their email e Automatic New Voicemail Messages For all mailbox modes users can use voicemail email to automatically have a message sent to their email whenever they receive a new voicemail message The email can be a simple alert or it can include a copy of the voicemail as an attachment e eMail Action With customized call flows an eMail 234 action can be used to send a caller s recorded voicemail message to a specified email address e UMS Exchange 2007 In conjunction with Exchange 2007 and Outlook 2007 users are able to use their Outlook inbox as their mailbox for voicemail messages Voicemail Email features requires the voicemail server to be configured for access to either an SMTP email server or to a MAPI email server via a MAPI enabled email client program on the voicemail server PC e SMTP Installation 64 This is an email standard supported by most email servers It is the default email mode for the voicemail server e MAPI Installation MAPI requires a MAPI compliant email client program to be installed on the Voicemail Pro server Supported MAPI clients are Outlook 2000 2002 2003 2007 It also requires the Voicemail Pro service to be run using a user account tha
30. 223 225 226 229 231 236 238 239 240 242 243 244 245 250 251 252 253 255 256 262 263 264 265 267 270 271 272 273 274 276 278 279 280 282 283 284 288 289 294 295 296 297 298 299 303 305 306 309 310 311 312 313 316 317 342 345 348 365 366 370 372 374 375 376 378 383 385 388 389 390 393 394 404 418 50 290 changed during 301 pressed during 285 Routing 261 Transferring 261 voicemail functions 150 call archiving system 99 call depending on 172 call flow according 157 call follows Invalid 221 229 call handling 242 call involving 285 Call List 172 add 225 Call List Action 172 225 Call Park 383 Call processing 378 Call Recording 99 282 285 Advice 283 Call Recording Message Advice 283 Call Recording Warning 282 283 Call Route 172 270 Incoming 289 Call Routing 172 Incoming 263 Call Status 172 220 Call Status Action 220 call This 285 Call VRL 99 Callback 93 150 152 153 182 213 264 309 311 404 Select 310 Callback Used 150 152 Callback Number 213 309 310 311 caller attempts access 152 Caller Display Type 394 caller explaining 231 caller matches ISBN 366 caller pressing 200 207 caller purchases 366 callerid 345 Caller s Mailbox 205 207 208 212 213 set 3 6 callflow 198 205 callflows 126 CallingParty 345 CallingParty Property 345 CallRecord 285 calls direct 375 calls during 165 Calls Error Messag
31. Announcements o Mailbox Access O lt gt DTMF Breakout Reception Breakout DTMF 0 Breakout DTMF 2 Breakout DTMF 3 e Voicemail Type Specifies the type of voicemail system the IP Office is configured to work with Unless detailed otherwise the option Voicemail Lite Pro should be used with Voicemail Pro server Additional options are displayed depending on the selected voicemail type e Centralized Voicemail 53 This setting is used for remote systems in a Small Community Network where the central voicemail server is being hosted by another IP Office The Voicemail Destination field below is used to enter the Outgoing Group ID of the SCN trunk to the IP Office hosting the central voicemail server e Distributed Voicemail 56 Software level IP Office Release 6 This option is used in a Small Community Network for remote IP Offices which want to be associated with their own voicemail server in addition to the central voicemail server The IP Office will require licenses for Voicemail Pro operation and for the voicemail features required The Voicemail I P Address below is used to enter the IP address of the IP Office s voicemail server while the Voicemail Destination field below is still used to set location of the central voicemail server as for centralized voicemail e Embedded Voicemail Not used with Voicemail Pro e Group Voicemail Not used with Voicemail Pro e Remote Audix Voicemail Not used with Voicemail Pro
32. Appendix Voicemail Pro Installation and Maintenance Page 397 IP Office Release 6 15 601063 Issue 22e 16 May 2010 8 Appendix 8 1 What Was New in 5 0 The following is a Summary of the new features in the IP Office Voicemail Pro 5 0 release For details of previous releases refer to the Appendix 401 Voicemail Pro 5 0 e ContactStore 7 8 The ContactStore software has been updated to version 7 8 The new version uses a different database format and Supports a wider range of search options The method of interaction with the voicemail server and IP Office has not changed However ContactStore 7 8 has not been tested with pre 5 0 versions of Voicemail Pro and IP Office For full details refer to the IP Office ContactStore Installation manual e Updated TTS ScanSoft Prompts and Software The TTS ScanSoft software include with Voicemail Pro 5 0 has been updated The change allows e Additional Languages Additional language support for Chinese Mandarin Danish Finnish French Canadian Greek Hungarian Polish Portuguese and Swedish The set of TTS languages now matches the recorded prompt languages provided by Voicemail Pro with the exception of Hungarian e Vista Support The updated TTS drivers are supported on Vista and on 64 bit versions of supported Windows operating systems IP Office Configuration Changes The following changes to the IP Office 5 0 configuration are applicable to Voicemail Pro 5 0 e IP500 Support Voicemail
33. BO Me 7 o S w s Extn706 gt Leave i Timeout Ae Short Codes fol iihi r Tick ailt tart Paints x f 5 s UCCeSs Failure In this case messages are left in the same mailbox but callers can select to have spoken prompts or default to TTY prompts For hearing impaired users who cannot handle spoken messages the call flow for callers who select spoken prompts could have place those messages into an alternate mailbox of a hearing user These could then be collected and transcribed for the user Voicemail Pro Installation and Maintenance Page 300 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Administration Support for Callers with Impaired Hearing 5 7 Changing Language Voicemail Pro can be used in a wide range of languages For external callers the Voicemail Pro tries to match the Locale setting of the IP Office system For internal callers if they have a different user locale in their user setting VoicemailProtries to match that language With centralized Voicemail Pro the default locale is that of the central IP Office If users on the remote IP Office want different language prompts each of their user locales must be changed separately If prompts for a required language are not installed Voicemail Pro has a set of rules that it follows to find the best alternate language For example if prompts are not available for users with their locale set to French Canadian Voicemail Pro looks for French pr
34. COUNTER call variables to decreased by 1 Voicemail Pro 5 0 provides counter variable COUNTER1 to COUNTER15 These can be used in the same way as other variables They can also be manipulated using Generic 184 action commands for Set Counter 194 Clear Counter 190 Counter Decrement 19 and Counter Increment 192 They can also be used with the Decrement and Test Counter 248 and Increment and Test Counter 249 actions By default the initial value of a counter variable is 0 The formats COUNTERx or COUNTER x are both supported Properties for Generic General Entry Prompts Specific Reporting Results Select Generic command Counter Decrement Select Counter ee gt e Select Generic command Counter Decrement e Select Counter Enter 1 to 15 to select COUNTER1 to COUNTERL1S5D respectively Free Format Equivalent This action creates a command similar to DECCOUNTER COUNTERI In this example decrementing the value of COUNTERIL Voicemail Pro Installation and Maintenance Page 191 IP Office Release 6 15 601063 Issue 22e 16 May 2010 4 4 1 6 Counter Increment This Generic action option allows one of the 15 COUNTER call variables to be increased by 1 Voicemail Pro 5 0 provides counter variable COUNTER1 to COUNTER15 These can be used in the same way as other variables They can also be manipulated using Generic 184 action commands for Set Counter 194 Clear Coun
35. It is important that the settings of an existing Voicemail Pro are exported before any upgrade Although folders that contain prompts and messages are not affected by the upgrade process the editable version of a customer call flow is lost To upgrade from below version 3 2 to version 4 x 1 Export the Database Before removing Voicemail Pro as part of an upgrade you must create a backup copy of the call flow database This will contain any customizations made to the default call flow 1 Start the Voicemail Pro Client 2 From the File menu select the option Import or Export 3 Select the option Export call flows and click Next 4 Enter a file path and file name ending in mdb for example C temp backup mdb Click Next 5 Click Finish to start the export then click Close to complete the export procedure 6 Close the Voicemail Pro Client 2 Back up the Registry Any registry settings that are associated with Voicemail Pro need to be backed up 1 Insert the IP Office Applications DVD Click on the link for Voicemail Pro and then double click on setup exe The Choose Setup Language window opens 2 Right click the DVD drive and select Open 3 Locate the file backupreg bat and double click it to run the application 4 Check that the registry settings have been backed up The batch file should have created 3 backup files in the Windows Temp directory Make sure that the following 3 files exist in that location e VMPro arf e N
36. Outcalling window return 105 313 outcalls 404 Outgoing emails 112 Outlook Express 73 P Page Calls 239 Pager 229 309 310 Pager gt KEY 229 Park Slot 383 passing voicemail 296 path during calls 297 Path Setting 98 Page 444 15 601063 Issue 22e 16 May 2010 path file 350 351 358 359 361 pathname 350 359 361 file 351 PC Multimedia 179 PC s Windows Control Panel 98 PDF 328 Peak Times 105 313 404 Permissions 250 365 Permitted 317 Personal Announcements 295 296 points 35 Personal Distribution List 324 creating 184 group 273 Personal Distribution Lists 273 324 personalised 296 Phone Manager 260 261 263 272 285 324 328 383 changes 305 Phone Manager application 328 Phone Manager Pro 285 324 328 Phone Manager User Guide 305 see 328 PIN 172 176 203 228 377 418 enter 213 set 3 6 Ping 60 Pitch Change 83 Play Advice 283 check 99 Play Advice on Call Recording 283 Play Configuration 152 172 213 310 311 Play Configuration Menu 152 172 311 access 310 add 213 Play Configuration Menu Action 172 213 310 Using 311 Play Help 231 playbeep 361 playbeep As 361 playbeep As Boolean 361 PlayDigits 357 PlayDigits Method 357 PlayLocaleWav 358 PlayLocaleWav Method 358 PlayWav 359 PlayWav Method 359 Please contact administrator 404 Please Edit 381 Campaign 379 PM 404 418 point Still Queued 278 por Espanol 303 Port Number 112 POS 157 166 207 243 280 359 position 359 PositionInQueue
37. Return the selected number of characters STRING CP1 mid 01555364200 555 starting from the position index and going right CPO 3 3 From the Left Return the selected number of characters STRING CP1 left 01555364200 01555 starting from the left end CPO 5 From the Right Return the selected number of characters STRING CP1 right 01555364200 64200 starting from the right end CPO 5 Lowercase Change any uppercase characters in the input STRING CP1 lower ABCdef123 abcdef123 into lowercase CPO Reverse Reverse the order of characters in the input STRING CP1 reverse ABCdef123 321fedCBA CPO Uppercase Change any lowercase characters in the input STRING ABCdef123 ABCDEF123 into uppercase CP1 upper CPO e Number of Characters This option is displayed for the operation 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 Voicemail Pro Installation and Maintenance Page 196 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Basic Actions 4 4 1 11 Set Interdigit Delay This Generic action option lets the time that the voicemail server allows between entry of digits before assuming that entry has ceased to be adjusted The setting is then used for the by any following actions within the call flow Propertie
38. SoftConsole 260 261 263 285 305 375 Software 34 82 116 120 389 395 SOFTWARE Avaya Integrated Messaging Admin 116 SOFTWARE Avaya Integrated Messaging Client 116 Sound Prefs Continue button 385 Voicemail Pro Installation and Maintenance IP Office Release 6 Index Source 93 221 223 225 229 270 271 272 310 Source Numbers 271 Select 310 View 983 270 272 Speak Action use 3 0 Speak Book Cost 370 Speak Book Title 370 Speak Method 364 Speak Text Action 81 86 157 170 172 198 370 372 Using 82 Speaker button pressing 267 Specific Start Points 121 150 152 Specification PC 19 Specifying Level 110 MAPI 102 Speech Application Program Interface 83 Speech SAPI Controls Text 83 Speed 83 263 Speed Dials 263 Spell Spell 83 spell gt 123 lt spell 82 spell gt 555 3468 lt spell 83 SQL construct 251 Defines 365 entered 366 372 performs 251 SQL Function window 366 372 SQL query 251 365 SQL Wizard 251 366 372 SQL Wizard window 251 Standard Client 126 standard greeting 261 418 standard greeting message 261 standard greeting press 418 Standard IP Office Mailbox Mode 328 standard working hours 160 start operating 99 Start Phone Manager 263 Start Points Navigation 126 150 278 296 Start Points Navigation Pane 121 start processing 383 Start Recording 285 Start SoftConsole 263 Start Voicemail Pro 34 Startup 36 status signalling 283 steps appropriate 102 Still Queued 152 153 157 264 278
39. System LAMI LANZ DNS Voicemail Telephony Directory Services System Events SMTP SMOR Twinning YOM CCR Voicemail Type Centralized Woicemail w Messages Button Goes To Visual Yoice Voicemail Destination 10 Ww Backup Voicemail IP Address el e The Voicemail Destination is set the Outgoing Group ID of the H323 trunk to the central IP Office hosting the centralized voicemail server Configuring Distributed Voicemail Server Operation 1 The centralized voicemail server for the SCN and its central IP Office are configured as normal 2 The Voicemail Pro server software is installed as normal any distributed voicemail server PC s The distributed voicemail server is not specifically configured as being a distributed server 3 Each IP Office hosting a distributed voicemail server is configured with the Voicemail Type set to Distributed Voicemail System LAMI LANZ DNS Voicemail Telephony Directory Services System Events SMTP SMOR Twinning YOM ECR Voicemail Type Distributed voicemail st Messages Button Soes To Visual Voice Voicemail Destination 10 Ww Voicemail IF Address 192 168 42 212 Backup Voicemail IP Address a a e The Voicemail Destination is set the Outgoing Group ID of the H323 trunk to the central IP Office hosting the centralized voicemail server e The Voicemail I P Address is set to the IP address of the PC running the distributed voicemail server for the IP Office C
40. System Phone Em Voicemail Pro Installation and Maintenance Page 189 IP Office Release 6 15 601063 Issue 22e 16 May 2010 4 4 1 4 Clear Counter This Generic action option allows one of the 15 COUNTER call variables to be reset to O Voicemail Pro 5 0 provides counter variable COUNTER1 to COUNTER15 These can be used in the same way as other variables They can also be manipulated using Generic 184 action commands for Set Counter 194 Clear Counter 190 Counter Decrement 19 and Counter Increment 192 They can also be used with the Decrement and Test Counter 248 and Increment and Test Counter 249 actions By default the initial value of a counter variable is 0 The formats COUNTERx or COUNTER x are both supported Properties for Generic General Entry Prompts Specific Reporting Results Select Generic command Select Generic command Clear Counter Select Counter e Select Generic command Clear Counter e Select Counter Enter 1 to 15 to select COUNTER1 to COUNTERL1S5D respectively Free Format Equivalent This action creates a command similar to CLEARCOUNTERI1 Voicemail Pro Installation and Maintenance Page 190 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Basic Actions 4 4 1 5 Counter Decrement This Generic action option allows one of the 15
41. 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 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 been configured the full escalation list must be completed before the next retry begins Voicemail Pro Installation and Maintenance Page 315 IP Office Release 6 15 601063 Issue 22e 16 May 2010 5 10 Automatic Message Deletion 1 From the Administration menu select Preferences gt General 2 Click the Housekeeping tab System Preferences General Directories MAFI Housekeeping SNMP Alarm l Dutcalling Delete after Playback Order l New messages FFO ai Old messages iy LIFO ai Saved messages I LIFO w Unopened messages i FIFO New recordings i s FIFO Old recordings i LI FO l Deleted messages Data Backup LastRun 157 1072009 07 26 47 Type Immediate Nest Run 15 10 2009 08 00 00 Type Dail 3 Delete after Sets the time in hours after
42. Using modules also reduces the size of the call flow Voicemail Pro Installation and Maintenance Page 151 IP Office Release 6 15 601063 Issue 22e 16 May 2010 3 16 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 exists age Collect Used when a caller attempts to access a mailbox e oe Leave Used when a caller is redirected to voicemail e age Callback Used when the voicemail calls a user to inform them about messages in a mailbox See Setting up Callback 310 E Queued Used for callers queuing for a hunt group or user See Customizing Queue Announcements 278 Still Queued Used for callers queuing for a hunt group or user See Customizing Queue Announcements 278 When a default start point is used the following actions can attempt to recognize who the presumed user is the internal user calling or being called and access the matching mailbox for that user unless the action specifies another mailbox e Get Mail Action e Leave Mail Action e Play Configuration 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 Voicemail Pro
43. 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 394 e Fax calls can be sent to a user defined mailbox number If Voicemail Pro detects that the incoming call is a fax and if a system fax number has been specified Voicemail Pro checks to determine whether the target destination is a user defined fax number If it is the system fax number is overridden and the incoming call is redirected to the user defined
44. in this case enter VM TimeCheck 6 Click OK e Example 3 Incoming Call Routing The VM notation can be used in the Destination field of a Manager Incoming Call Route This enables you to route calls that match the Incoming Call Route s criteria to a particular mailbox or Voicemail Pro module Voicemail Pro Installation and Maintenance Page 263 IP Office Release 6 15 601063 Issue 22e 16 May 2010 5 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 pe Short Code Application Number Field Collect Messages 200 VM 200 Main VM Main Leave Messages 200 VM 200 Main VM Main A user attempting to collect mail from user mailboxes will be prompted for the voicemail PIN code if not accessing from a trusted source See Creating a Trusted Location 270 Voicemail Pro Start Points The following only apply when a matching start point has been set up If a short burst of ringing is required then should be inserted before the start point name This is useful if transferring callers as it allows the transfer to be completed before the Voicemail Prompts begin S 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
45. is to place the caller back in to the queue rather than disconnect the caller e Incoming Call Route Priority The IP Office supports a configurable Priority setting 1 2 or 3 on Incoming Call Routes Calls assigned a high priority are moved up any call queue ahead of those with a lower priority The use of this feature is not compatible with Queue ETA and Queue Position messages as the spoken queue positions and ETA for some callers may be overridden by calls with a higher priority For example a caller might hear that their queue position is 5 If a call is received on an Incoming Call Route with a higher priority the next time the queue position is heard their queue position could be 6 further back in the queue e Synchronized Announcements 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 Or Further customization can be applied using actions such as a waa Menu action to let the caller select for example to leave a message be transferred to another number or return to the queue The Voicemail Pro variables QTIM and POS 157 can be used to further customize the Queued and Still Queued call flows e QTIM Queued Callers Estimated Time to Answer If used in a prompt list will soeak the callers estimated time to answer ETA For example Your estimated time to
46. location or other specific designation or to be provided by End User to Avaya through electronic means established by Avaya specifically for this purpose Copyright Except where expressly stated otherwise no use should be made of materials on this site the Documentation s and Product s provided by Avaya All content on this site the documentation s and the product s 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 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 Third Party Components Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements Third Party Components which may contain terms that expand or limit rights to use certain portions of the Product Third Party Terms Information regarding distributed Linux OS source code for those Products that have distributed the Linux OS source code and identifying the copyright holders of the Third
47. m 4 M z D D a 3 A general variable which can hold amongst other things DTMF key sequences e Write This column indicates those call variables where the existing value can be changed 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 server or for DBD values the value is requested by the voicemail server Voicemail Pro Installation and Maintenance Page 158 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Using the Voicemail Pro Client Call Variables 3 19 Creating Modules Modules are reusable sets of actions They allow you to create a sequence of actions that can be reused in another call flow Any changes to a module will affect all other start points that are using that module This simplifies the programming of actions if a number of start points use the same sequence of actions Using modules also reduces the size of a call flow e To create connections from a module to other actions you must use the Module Return action within the module see Module Return Action 203 To create a module 1 Click Modules and then a The Adding a new start point window opens Alternatively right click Modules and select Add 2 Enter a name for the module This should not match any user or group name on the IP Office 3 Click OK You can now add actions and connections to the module in the same way as for any start point To add a mod
48. the SMTP email account settings 11 must be entered 5 Click OK 6 Click ez Save and Make Live Voicemail Pro Installation and Maintenance Page 71 IP Office Release 6 15 601063 Issue 22e 16 May 2010 2 6 2 2 Work Group Member Before you start to install the Voicemail Pro software you must 1 Create a Voicemail User Account 7 2 Configure Outlook Express for Internet Mail 73 gt 3 Configure Outlook for Voicemail Email 7 4 Configure Outlook for Exchange Server 75 The user name and password created are requested as part of the installation of the Voicemail Pro service The process described here assumes that Outlook is installed but has not been previously used or configured You are then ready to install the Voicemail Pro software See Installing the Voicemail Pro Software 71 gt By default Voicemail Pro is set to use SMTP for emails You need to change this to MAPI See Switching Voicemail Pro to MAPI 715 You also need to set the SMTP Email Account settings on the Voicemail Pro so that they match those of the customer s email server See Changing SMTP Email Account Settings 77 2 6 2 2 1 Installing VoiceMail Pro for MAPI VoiceMail Email as a Work Group Member Before you start to install the Voicemail Pro software you must 1 Create a voicemail user account See Creating a Voicemail User Account 72 gt 2 Configure Outlook Express for Internet Mail See Configuring Outlook Express for Internet Mail 73
49. 1 During a call put the caller on hold 2 Dial the short code The call is automatically reconnected and recording begins Voicemail Pro Installation and Maintenance Page 286 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Administration Recording Calls 5 4 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 1n the Navigation pane click i User and select the individual user 3 Select the Voice Recording tab VorceRecornding Record Outbound Record Inbound Record Time Profile Auto Recording mail box 214 Extn214 z I Voice Recording Library Auto Manual Recording mail box 214 Estnl M Yoice Recording Library Manual Used for manual recording 4 I1n Manual Recording Mailbox select from the list the mailbox that is to be used to contain recordings triggered by the user e The Voice Recording Library options can be used only if a VRL application has been installed and licensed See Voice Recording Library 284 e Click OK e Click to merge the configuration change back to the IP Office Voicemail Pro Installation and Maintenance Page 287 IP Office Release 6 15 601063 Issue 22e 16 May 2010 5 4 4 2 Customizing Manual Recording Normally recording is performed by the Voicemail Pro server as a defau
50. 1 In IP Office Manager add the following short code This example uses 90 but any short code can be used Field Contains Code 90 Feature Voicemail Collect Telephone Number Mobile Twinning Line Group ID 0 Locale leave blank Force Account Code leave blank 2 Save and merge the configuration to the IP Office unit 3 Test the short code by dialing 90 from extension 203 Press 1 to turn mobile twinning on for extension 203 Press 2 to enter a new mobile twinning number for extension 203 Press 3 to turn mobile twining off for extension 203 Voicemail Pro Installation and Maintenance Page 308 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Administration Mobile Twinning 5 9 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 310 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 312 A service where voicemail notification can be configured to specific external numbers and the notification escalated if the message is not listened to Outcalling can be configured by any user of voicemail in Intuity mode Note e Both the Callback a
51. 102 Select the email mode MAPI or SMTP used by the voicemail server for its email functions SNMP Alarm 104 Set the criteria which will cause the voicemail server to send alarms via the IP Office Outcalling 105 Set the default times for outcalling operation and the frequency of outcalling retires VPNM 106 If VPNM is installed and licensed this tab is available to set the locations of the remote VPNM servers and the mailbox users on those servers 2 9 1 1 General Although the default IP Office configuration settings allow voicemail to start operating almost immediately as soon as a voicemail server is running on the LAN there are some general system preferences that you can set or change To set up general system preferences 1 Display the main Voicemail Pro window 2 From the Administration menu select Preferences gt General Clent Serer Connection Timeout min 5 Default Telephony Intertace iP Office Yocemall Password prt ooo Min Message Length secs Max Message Length secs 3 120 Mas Cal AL Record Length Secs 3600 E Flay Advice on Call Recording Sistem Fas Number feature i disabled when empty e e o Use az Prefix W Enable Fax Sub Addressing e Client Server Connection Timeout mins The voicemail server only allows one Voicemail Pro client to be connected at a time This timeout logs out an inactive client stopping it from preventing
52. 120 continue scanning 404 continue scanning lists 404 continue working 120 correspond 382 393 404 Cost 366 370 372 Create Voicemail User Account 72 CreateObject 345 346 348 352 357 359 362 Critical Alarm 104 Cti 116 CtiNotifyTracing 116 Custom 172 184 229 274 279 280 303 304 378 418 Custom Installation 378 Voicemail Pro Installation and Maintenance IP Office Release 6 Index Custom Prompts 303 304 Custom String 184 Customer Menu 382 Customer Menu window Campaign Wizard 382 Customer Prompt window Campaign Wizard 381 Customer Prompts 381 Customizing Announcements 278 Auto 294 Auto Recording 294 Example 299 Hunt Group Call Flow 280 Manual Recording 288 D data As String 362 Data Link 250 366 Data Link Properties dialog view 366 Data Link Properties window 250 Data Tagging 221 229 Database Actions 143 172 365 Database Actions icon 250 251 252 253 Database Close 172 365 add 253 Database Close Action 172 253 Database Execute 172 252 366 372 add 251 preceding 365 Database Execute Action 172 251 252 365 366 372 Database Execute icon Select 372 Database Get Data 172 365 366 add 252 Database Get Data Action 172 252 366 Database Open 172 365 366 372 add 250 preceding 251 Database Open Action 172 250 251 366 372 Database Open Icon Select 366 Database Scenario 366 database succeeds 250 DATE 359 DATE TWENTY FIRST SEPTEMBER 359 DB 144 370 DB Backup 144 DBD 82 157 19
53. 157 Results This action has the following result which can be to a further action Fel Set User Yarnable A NExT RA C n z We strongly recommend that this action is connected to another action if necessary just a Next Disconnect action whose entry prompt confirms to the caller that the value has been set In some situations such as where the Set User Variable action is accessed by the user dialing a short code if the user hangs up too quickly the variable may not actually be set Having a following action with a confirmation message encourages users not to hang up too quickly Voicemail Pro Installation and Maintenance Page 244 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Condition Actions 4 9 3 Test User Variable F The Test User Variable action has true and false connections that are followed according to whether the selected user variables 155 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 155 Settings bal F 1 Click the i amp Conditions Actions icon and select Test User Variable 2 The General 176 Entry Prompts 177 Reporting 182 and Results 183 tabs are standard tabs available to all actions 3 In the Specific tab complete the fields with relevant details Properties for Test User Variable General Enty Prom
54. 21 action should be used In the file path enter GREETING lt hunt_group_name gt _Queued or GREETING lt hunt_group_name gt _ StillQueued where lt hunt_group_name gt is replaced by the hunt group name e GREETING is a variable that points to the current location of the voicemail servers greeting folder by default c Program Files Avaya I P Office Voicemail Pro VM Greetings Voicemail Pro Installation and Maintenance Page 277 IP Office Release 6 15 601063 Issue 22e 16 May 2010 5 3 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 Sales gt Queued Start Point a85 Still Queued TH Short Codes am Default Start Points i Yorcemaill Pro Administrators It is important to note that unconnected results in Queued and Still Queued call flows will return the caller to the queue rather than disconnect them An attempt to return the caller using a Transfer or similar action places the caller at the back of the queue as a new call e Use of customized start point call flows for Queued and Still Queued is not recommended if the Synchronize Calls option is enabled for the hunt group in the IP Office configuration If this is the case the only options Supported by Voicemail Pro is the playing of prompts
55. 254 for devices that require fixed IP addresses Voicemail Pro Installation and Maintenance Page 24 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro General Installation Requirements 2 1 4 Disk Space Requirements The following are only approximations At least 2GB of free disk space is required on the operating system drive by default c regardless of to which drive Voicemail Pro is actually installed A compact Voicemail Pro installation requires 130MB A typical installation requires approximately 255MB A custom installation requires up to 2GB of disk space However prompts and recorded messages consume an additional 1MB of disk space per minute For a busy environment you can expect to require at least 1000 minutes of message recording space that is 1GB If you are installing the Client only you can expect to require at least 170MB 2 1 5 Web Server Operation If web browser access is required the Microsoft IIS Web Server must be installed on the server PC before Voicemail Pro is installed Microsoft web server products run as services and require Voicemail Pro to also run as a service Internet Information Server 5 0 or higher is required 2 1 6 ContactStore Operation The current IP Office Voice Recording Library VRL application is Avaya IP Office ContactStore This application and its installation are documented separately however IP Office ContactStore should be installed afte
56. 272 mywavs hello wav 239 N Name Action 172 226 374 375 name greeting 328 name matches 159 404 Name Property 347 Name Table Using 377 Name window 153 209 Names 122 229 NameWavsTable 377 Nest Tags 83 Netscape 385 Network Settings 250 New Condition icon 163 164 New Condition window 161 163 164 New Include File 149 New Password 126 404 New Software Voicemail Pro Installation and Maintenance IP Office Release 6 Install 34 36 NewMsgs 347 NewMsgs Property 347 Night Service 220 275 418 No Answer Time 261 295 amend 296 setting 296 No Match result 217 no Remote 120 126 None No 110 None No logging recorded 110 Non Intuity Prompt 418 Normalize Queue Length 279 Notepad window 154 Notify 120 177 221 228 229 noun gt record lt partofsp 83 November 404 418 O ODBC 365 OldMsgs 347 OldMsgs Property 347 OLE DB Provider Select 250 on configuring outcalling 404 on identifying campaign 379 on Incoming 255 256 280 on incoming message 418 on outgoing calls 96 on off 90 94 Online Mode 125 Open and or 172 Open Database Connectivity 365 Open Door 172 add 235 Open Door Action 172 235 Open Voicemail Pro 296 Other Files Including 149 out according 143 outcalling administration 404 outcalling destination 404 Outcalling feature 312 OutCalling features 309 outcalling number 404 Outcalling option 404 outcalling options 105 313 404 Outcalling Preferences 35 Setting 105 313 Outcalling tab 105 313
57. 348 PositionInQueue Property 348 Post 172 239 Select 276 296 Post Dial 172 add 239 Post Dial Action 172 239 POT 297 389 394 preceding Database Execute 365 Voicemail Pro Installation and Maintenance IP Office Release 6 Index Database Open 251 Leave Mail 234 Menu 229 Voice Question 184 preference press 404 Preferences icon 36 98 316 Prefix 83 93 99 159 310 388 389 390 Previous login 404 Prime Times 105 313 404 Priority 255 256 280 289 312 353 404 Privacy 353 Pro 264 problem transferring 418 problem trying 252 Problems 52 96 99 110 117 251 252 418 produce 182 379 WAV file 81 ProgA 377 Program Maintenance window 36 program provides 117 Program window 36 Prompts 15 302 Properties window 161 170 250 Provide 116 389 Provide tracing indicate 116 Provide tracing about 116 Provider Tab 250 Provides voicemail 52 309 Q QPOS 348 354 359 QPOS voicemail 348 QTIM 345 351 359 QTIM voicemail 345 Queue Actions 143 172 Queue Actions icon 255 256 Queue ETA 172 280 add 255 256 Queue ETA Action 172 255 256 queue greeting 418 queue greeting press 418 Queue Length 279 Queue Position 172 255 256 271 280 418 Queue Position Action 172 256 280 Queued Used 150 152 Queued amp Still Queued 150 Queued Callers Estimated Time Answer 280 Queued Callers Queue Position 280 Queued Start Point 278 296 Queued start point giving 296 Queued start point replaces 278 Quit 418 Campaign 382
58. 5 Select Modify and click Next e Important Do not uncheck any other boxes as this will also remove those features 7 Click Next The Ready to Modify the Program window opens 8 Click Install The Voicemail Lite program will be removed which may take several minutes 9 Click Finish to exit the InstallShield Wizard 10 Click Close to close the Add Remove Programs window 11 Remove any shortcuts to VMLite exe from Start gt Programs gt Startup 2 Install the New Software The next step is to install the Voicemail Pro software See Installing Voicemail Pro 18 and then refer to the sections that relate to the type of Voicemail Pro that you intend to install 3 Move the Voicemail Lite Folders This must be done before users start to use Voicemail Pro As part of the upgrade procedure you need to move the Voicemail Lite folders that contain any existing voicemail messages and mailbox greetings This stage copies the existing Voicemail Lite messages and greetings over the newly installed Voicemail Pro set 4 Using Windows Explorer or My Computer locate the folder C Program Files Avaya I P Office Voicemail Server 5 Copy all sub folders and files in that folder 6 Paste the sub folders and files in the folder C Program Files Avaya I P Office Voicemail Pro VM Replace any existing folders 7 Select the Mailbox Mode Voicemail Lite runs in IP Office mailbox mode By default Voicemail Pro installs in Intuity mailbox mode If req
59. 8 Route by Call Status 220 Voicemail Pro Actions Available Actions Calls route is determined by why the reason the call was routed to voicemail Transfer Action 22 A blind transfer Whisper Action 22 gt Screened transfer EI Call List Action 225 Transfer to a user selected choice B Dial by Name Action 226 Select user group by keypad letters aa e TT Conferencing Center 228 Provides a route for callers to enter the conference ID and their conference PIN code IP Office Conferencing Center needs to be installed gn Assisted Transfer Action 229 A transfer with assistance for callers 2 Alphanumeric Action 23 Allows the caller to input text and numeric values Voicemail Pro Installation and Maintenance IP Office Release 6 Page 173 15 601063 Issue 22e 16 May 2010 ine Miscellaneous Actions a eMail Action 234 Email a recording al Open Door Action 235 Open and or close a door relay E Alarm Set Action 236 Set an alarm call time Ej Clock Action 238 Play the time to the caller Post Dial Action 239 Play a recording to an extension VB Script Action 240 Allows Visual Basic to be used to script call flow events EP Remote Call Flow 242 Allows call flows developed elsewhere to be included in an existing call flow tail E Condition Actions These actions are used to create branches in the call routing according to whether a value
60. ACCESSEN Micallamed n iehesheed 4 p Data Live Active Yoicemail Sessions 0 Time on Yoicemail Server 08 42 Free Space 106 261 GB Total Space 149 048 GB e Specific Start Points 150 The start points are used to create and edit call flows Each of the different types of call flow created are 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 130 Clicking on these icons will display a summary of the user or group mailboxes on the voicemail 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 Short Codes Clicking on this icon will display a list of the short code start points configured on the server e Default Start Points 152 These icons are used to display the default call flows for different types of voicemail operations e Voicemail Pro Administrator 136 Clicking on this icon will display a list of administrator accounts configured on the voicemail server These are accounts used for remote access to the server Voicemail Pro Installation and Maintenance IP Office Release 6 Page 128 15 601063 Issue 22e 16 May 2010 Using the Voicemail Pro Client Using the Navigation and Details Panes e Server Queues 137 e Alarms 137 Click on this icon will display a list of outgoing alar
61. Ago Xs 3 Y D o s ax P m NTT ATTY STEN tal Deleted Items Administrator 23 04 2009 Audio Note TE vats Voicemail Message Extn2205 gt Et O ie Lj Inbox i g Junk E mail i l Outbox O Quarantine IP Office Voicemail redirected message E The following are the pre requisites for UMS Exchange 2007 e Exchange 2007 Server e The Exchange 2007 server must be configured with the Unified Messaging Server Role selected e A Dial Plan must be created on the Exchange 2007 server This can be a blank dial plan but it must exist e Within the Exchange 2007 server settings for each mailbox select Enable Unified Messaging e Voicemail Pro e The Voicemail Pro server must be configured for MAPI based voicemail email 69 e The supported MAPI applications are Exchange 2007 and Outlook 2007 e IP Office e The user or hunt group must be licensed and enabled for UMS Web Services e The user or hunt group s Voicemail Email mode must be set to Forward Voicemail Pro Installation and Maintenance Page 47 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Exchange Server 2007 Unified Messaging Configuration This is a simple overview of the minimum steps required For full details refer to the Microsoft documentation In order to support UMS Exchange Server 2007 operation the Exchange Sever must be configured to include the Unified Messaging Server Role 1 From the Windows Control Panel select Program and Features 2 Select Micro
62. 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 184 If messages need to be forwarded to the same group a Personal Distribution List could be created See Personal Distribution Lists 324 To configure Group Broadcast 1 Open IP Office Manager 2 In the Navigation pane click oy HuntGroup and select the required group 3 Click the Voicemail tab Vorcermail Vorcemail Code ae Confirm Woicemail Code neg Vorcemail Email sales acme com Voicemail Email i Voicemail On C Off Copy Forward Alert Voicemail Help Broadcast 4 Check Broadcast 5 Click OK 6 Click ial to merge the configuration change back to the IP Office Voicemail Pro Installation and Maintenance Page 273 IP Office Release 6 15 601063 Issue 22e 16 May 2010 5 3 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 a E Code 99 Feature Voicemail Collect Telephone Number Main Line Group 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 t
63. Caller s Extension This option sets the alarm target as the caller s own extension number e Other Extension This option allows a specific number to be used for the alarm target or a call variable 157 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 Allow a specific alarm time to be defined This also allows a single use or a repeated alarm to be specified Voicemail Pro Installation and Maintenance Page 236 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Miscellaneous Actions 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 157 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 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
64. 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 1 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 Suspending Calls Displays the time for which the shutting down process has been running Shut Down Immediately Change the shut down to an immediate impolite shut down Any current calls are disconnected Cancel Suspend Cancel the shutting down process e Once the server has suspended calls selecting File again will display Voicemail Resume Clicking on this will request the IP Office to resume routing calls to the voicemail server Voicemail Pro Installation and Maintenance Page 123 IP Office Release 6 15 601063 Issue 22e 16 May 2010 3 Closing Down When you have finished working you can close down the Voicemail Pro Client To close the Voicemail Pro Client 1 From the File menu select Exit 2 1f you have not made any changes the Voicemail Pro Client closes and you are returned to the desktop If you have made changes a message is displayed to ask whether you want to save them 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
65. Configuring VPNM Preferences c0008 431 8 7 4 Testing a VPNM Setul cccceecceeeeeeeeeeees 434 NAGY Spee soestat e erences ee 437 Voicemail Pro Installation and Maintenance IP Office Release 6 Contents Page 5 15 601063 Issue 22e 16 May 2010 Chapter 1 Voicemail Pro Voicemail Pro Installation and Maintenance Page 7 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro 1 Voicemail Pro The diagram illustrates a Voicemail Pro system with some of the setup options Full details on the installation options available are covered in the Installing Voicemail Pro 18 gt section Contactstore Voicemail VOICE Recordings Server Library feta IP Gffice fee Voicem af Aro Email Server foto ser PE e P Office Control Unit The IP Office Voicemail Pro licenses 22 are entered into the configuration of the IP Office system The licenses are required to activate Voicemail Pro features An unlicensed Voicemail Pro service will run for two hours to allow demonstration and testing License keys are issued against and validated against the unique serial number of the feature key dongle used by the IP Office For USB and parallel port feature key dongles the dongle must be installed on a PC running the IP Office Feature Key Server application e Voicemail Pro Server The Voicemail Pro Service is installed on the Voicemail Pro server PC This becomes the PC where m
66. Control Panel 2 Select IP Office Voicemail Pro The IP Office Voicemail Pro window opens 3 Click the Email Settings tab System Settings Path Settings Email Settings SMTP Email Settings Account Details server Browse Message Parameters The following settings are used to control whether the Vorcernail message is sent as a wave file within the email message Attach wave file to message f Embed wave file in message e Account Details box type the name of the MAPI email account to use for email messages e For MAPI enter the name of the MAPI email account to use for email messages Alternatively select Browse to display a list of available email accounts e For SMTP enter the email address that the voicemail server should use This address should match the account details set on the SMTP Email Settings tab e Message Parameters These options are only available if you have installed and are using IMS For IMS you can specify the way in which the wav files of voicemail messages are to be sent in emails Sending wav files across a network creates a high loading on the network and networks servers A one minute message requires a 1MB wav file 4 Click OK Voicemail Pro Installation and Maintenance C C SsSsSCS SCSOSSSSSSS dag IP Office Release 6 15 601063 Issue 22e 16 May 2010 2 9 2 3 SMTP Email Settings For SMTP email you need to define connections to external SMTP Email Servers You can def
67. Database Open 2 The General 176 Entry Prompts 177 Reporting 18 and Results 183 tabs are standard tabs available to all actions 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 dependant on the type of provider Test that the information entered will allow 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 dependant on the type of provider selected Click help for specific information about any of the fields e All The properties that have been selected on the previous tabs are shown in the All Tab Amendments can be made as required by selecting the Name and click Edit Value Results This action has the following results which can be connected to further actions pon ee e Success This result connection is used once the database is opened D
68. Extensions 6 Right click and select Add a new web service extension e Set the following values e Extension Name campaigns e Required files Click Add Select the file type as CGI exe files and browse to the campaign exe file location specified during installation This is usually c I netPub wwwroot scripts campaign exe or c InetPub scripts campaign exe e Set extension status to Allowed e Press OK Voicemail Pro Installation and Maintenance Page 31 IP Office Release 6 15 601063 Issue 22e 16 May 2010 2 2 3 The Voicemail Pro Services If Voicemail Pro has been installed successfully if the server PC has been rebooted then the voicemail service is started automatically However it is useful know how to check the services and to manually restart them if necessary To check restart the Voicemail Pro Service 1 Open the Windows Control Panel 2 Select Administrative Tools gt Services h Gervices Action View Services Local Te fal EY ay Telnet Sy Uninterruptible Pow Sie Utility Manager Sie YMProDBService Allows a re Manages 4 Starts and Starked Startup Type Logon s Manual LocalSystem Manual LocalSystem Manual LocalSysteri Automatic Administrator KN Ev ioicemail Pro Service ity Windows Installer Sita Windows Managem Sits Windows Managem ity Windows Time Sa Workstation Installs re Provides 5 Provides
69. F Space Available on L AASSO08 K InstallShield 17 18 19 20 21 22 23 24 25 26 2l InstallShield Wizard Select Features Appendix Installing Networked Messaging VPNM Choose the features Setup will stall Select the features you want to install and clear the features you do not want to install Description Standard based voicemail Interconmectvity using SMTP bean VPHM Database Server oT VPNM Server oe iw PAM Recerver hv oicemail Pro Campaign Web Component a A Integrated Messaging Service bane QMS Chent Package eo IMS Server gt lt Back Cancel Ensure that the following are selected e The Voicemail Pro Campaign Web Component is not required for VPNM but is installed as part of a typical VoicemailPro Server installation If a web server has already been installed but the Voicemail Pro Campaign Web Component is not required uncheck it to remove it If Voicemail Pro Campaign Web Component is required for other use make sure that it is checked so that it is not removed e Voicemail Pro and Voicemail Pro Server Service should be already selected e Ensure that Voicemail Pro Client and Voicemail Pro Service are also checked e Check the boxes for any additional required languages It is recommended that either English or English US is always selected in addition to any languages that are required by the customer e Im
70. Get Mail 2 The General 176 Entry Prompts 177 Reporting 182 and Results 183 tabs are standard tabs available to all actions 3 The Specific tab is used to select either the caller s mailbox or mailbox option Properties for Get Mail General Entr Prompts Specific Reporting Results Get message from C Callers mailbox Mailbox Transfer target for distributed mode Provide Advanced Personal Options The mailbox matching the start point of the call e Caller s mailbox e Mailbox Select or enter the name of the target mailbox If is entered Voicemail will prompt caller s to enter the mailbox number required e Transfer target for distributed mode Default 17 Voicemail Pro 6 0 This option is required for Get Mail actions on voicemail 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 Provide Advanced Personal Options Default Off Voicemail Pro 6 0 Intuity mode only If selected the user is able to access a number of additional options with the mailbox telephone user interface 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 Voicemail Pro Installation and Maintenance Page 205 IP O
71. Installation Voicemail Pro 4 2 support mailbox synchronization with email clients that can support IMAP Internet Message Access Protocol accounts Examples are Outlook Outlook Express and Lotus Notes Once configured the IMAP folder and the mailbox are synchronized whenever the IMAP folder is opened The method of indication of the different message types will depend on the email client being used and is not controlled by the Voicemail Pro T E Inbox Outlook Express a Ed File Edit wiew Tools Message Help F a S eke eo xX S b ao is Folders it Outlook Express E Local Folders Ta Inbox g Outbox el Sent Items a Deleted Items Eh Drafts E A voicemail Fa Inbox Subject Received tr Ls I Fror EtA Ini Lc TETT Extn201 Internal voice mail From Extn201 2401 2008 13 39 ey Extnzod Internal voice mail From Extn201 24 01 2008 14 27 MExtn201 Internal voice mailfromExtn2701 12 02 2008 13 17 Ey Extn201 Internal voice mail From Extn201 12 02 2006 13 20 oe fee ee ey 6 messagels 5 unread m Working Online ki No new messages The number of mailboxes that can be configured for IMAP and or web access is controlled by licenses Voicemail Pro Installation and Maintenance Page 38 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro UMS Web Services Installing the Voicemail Pro I MAP Server The IMAP server is installed as a standard part of the Voicemail Pro service installation
72. Network voicemail server is associated with a central IP Office via which it provides voicemail services to all the IP Offices in the SCN IP Office 5 0 provides a number of SCN fallback settings including allowing the voicemail server to work with a fallback IP Office if the central IP Office is removed from the network for any reason This feature is configured within the IP Office configurations and requires the fallback IP Office to have the appropriate licenses for the voicemail features required during fallback UMS Enhancements The following additions have been made to UMS operation e Hunt Group Mailbox Support 41 Hunt group mailboxes are now supported A UMS Web Service option is available on the Hunt Group Voicemail tab within the IP Office configuration The use of this option allows access to the hunt group mailbox messages using IMAP or a web browser This consumes UMS Web Service licenses in the same way as enabling users for UMS e Web Browser Playback Enhancements 336 The Web Browsers message playback interface has been enhanced to allow the user to call the sender of the message if the CLI is know or select previous next first or last message without leaving the interface In addition the message forward capability has been enhanced to ease the selection of destinations Voicemail Pro Installation and Maintenance Page 398 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Appendix What W
73. Next Connect the result to the required action Voicemail Pro Installation and Maintenance Page 234 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Miscellaneous Actions 4 8 2 Open Door 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 ine Miscellaneous Actions icon and select Open Door 2 The General 176 Entry Prompts 177 Reporting 182 and Results 183 tabs are standard tabs available to all actions 3 In the Specific tab check either of the two door relay options Manipulate door relays f Open door relay One for five seconds C Open door relay Two for five seconds Results This action has the following result which can be connected to a further action e Next Connect the result to the required action Voicemail Pro Installation and Maintenance Page 235 IP Office Release 6 15 601063 Issue 22e 16 May 2010 4 8 3 Alarm Set ES The Alarm Set action allows an alarm call to be setup 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 On pre 5 0 Voicemail Pro systems this action only allowed internal callers to setup an alarm calls for themselves Voicemail Pro 5 0 allows the action to be used by to setup alarms for other extension
74. No 9 Click Next 10 Click Finish 11 Highlight the MS Exchange Settings and click Properties 12 Highlight Microsoft Exchange Server and click Properties 13 Click Check name and ensure that the name is resolved 14 If the name is resolved select Apply 15 Click OK OK and Close to shut the mail settings 16 Do not continue until the name has been resolved correctly with the Exchange Server If the name is not resolved check the account details with the Exchange Administrator 17 Open Outlook and select Yes to register Outlook as the default email application 18 Select Tools gt Options 19 Click the Preferences tab 20 Click Email Options 21 Uncheck Save copies of messages in Sent Items folder e You might want this option selected during initial setup to aid troubleshooting However due to the size of wav file message attachments you should uncheck it after installation testing is completed 22 Log on to the Voicemail Pro Server PC using the voicemail account 23 From Outlook send a message direct to an extension user 24 If this message is received correctly you can continue installing the Voicemail Pro software See Installing the Voicemail Pro Software 71 Voicemail Pro Installation and Maintenance Page 70 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro Voicemail Email 2 6 2 1 3 Installing the VoiceMail Pro Software Log off and log back on using the Voicemail account
75. Party Components and the Third Party Terms that apply to them is available on the Avaya Support Web site http support avaya com Copyright 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 fraud intervention If you suspect that you are being victimized by toll fraud and you need technical assistance or support call Technical Service Center Toll Fraud Intervention Hotline at 1 800 643 2353 for the United States and Canada For additional support telephone numbers see the Avaya Support Web site http Support avaya com Suspected security vulnerabilities with Avaya products should be reported to Avaya by sending mail to securityalerts avaya com Trademarks Avaya and Aura are trademarks of Avaya Inc The trademarks logos and service marks Marks displayed in this site the documentation s 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 c
76. Specific 22 Port 22 Required 22 licenses exist 81 LIFO 103 limit 159 184 279 282 limit restricts 184 Line Group ID 159 261 262 265 269 274 285 306 317 375 376 list press 404 418 Listen Action 152 172 208 223 288 294 Live 122 124 125 265 376 LOC 157 303 304 346 352 359 362 Page 442 15 601063 Issue 22e 16 May 2010 LOC voicemail 346 LOC custom getmail wav 304 Local System Account 117 Locale 157 261 262 265 269 274 285 298 306 312 329 346 351 358 361 362 375 376 match 301 locale As String 362 Locale Property 346 Log Preferences 116 Logg Errors 68 Logging IMS Gateway Server 110 Out 122 Logging Level 110 Logic icon 161 164 login 120 395 404 logins 404 418 long distance 404 long outcalling 105 313 Loop Until Len 352 M Mail Drop 112 Mail Server 112 Mailbox Actions 143 172 Leave Mail 375 Mailbox Actions icon 205 207 208 209 210 mailbox As String 350 353 354 356 357 362 mailbox follow Failure 207 Mailbox Main 263 Access 262 mailbox matching 205 207 208 212 213 Mailbox Mode 94 205 207 389 390 Select 36 Mailbox Operation Mode 329 mailbox press 404 Mailbox Users Owners Using Advice 298 mailbox message 350 351 354 358 359 361 362 mailboxes As String 350 357 362 MailboxEvtSinkTracing 116 mailing lists 404 Main Voicemail Pro Window 99 101 102 103 104 105 121 153 313 Main Collect 264 Main Leave 264 Making them Live 122 Manager applicati
77. Still Queued Group Start Points for example a group called Main Collect Main Collect VM Main Collect Leave Main Leave VM Main Leave Queued Still Queued Default Start Points Collect Default Collect VM Default Collect Leave Default Leave VM Default Leave Queued VM Default Queued Still Queued VM Default Still QUeued Short Code Start Points for example a shortcode start point called DVM see also Voicemail Node Short Codes DVM VM Short Codes DVM Module Start Points for these examples a module called Attend Attend VM Attend Campaigns for example a campaign called Catalogue Leave VM Catalogue Collect 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 Voicemail Pro Installation and Maintenance Page 264 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Administration Routing Calls to Voicemail 5 1 7 Example Call Flow This example creates a Voicemail Pro module that allows callers to select the extension to which they want to be connected If that extension is busy or does not answer they can then leave a message in the target mailbox Modules gt SelfSelect Start Port Assisted Transter Ment Mo ANSEL Busy Timeout EF Success Failure The Voicemail Pro Module 1 In Voicemail
78. The General 176 Entry Prompts 177 Reporting 18 and Results 183 tabs are standard tabs available to all actions 3 Select the Specific tab Please complete the conference details M Gather conference and pin information before validation Allow the delegate to try and enter the conference ID a total of e Gather conference and pin information before validation If selected the caller is prompted to enter both the conference ID and then their PIN before the values are checked If either entry is invalid the caller is notified but not told which entry is incorrect If this option is not selected the caller is prompted to enter the conference ID first and told if the ID is not valid If valid they are then prompts to enter their PIN and then told if the PIN is not valid e Allow the delegate to try and enter the conference ID a total of Up to 10 re tries can be allowed If the ID is entered incorrectly the result failure is returned Results This action has the following results which can be connected to further actions aa aa Conferencing Center Invalid Conference or Password Conference Not Stated Conference Finished Conference Ful Invalid Conference or Password Conference Not Started Conference Finished Conference Full Failure Voicemail Pro Installation and Maintenance Page 228 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Telephony Actions
79. These options are available when the IP Office configuration contains a SIP line or H323 SCN line The values may be used when the voicemail server makes calls using a SIP trunk or to a SIP device e SIP Name Default User name The value from this field is used when the From field of the SIP URI being used for a SIP call is set to Use Internal Data e SIP Display Name Alias Default User name The value from this field is used when the Display Name field of the SIP URI being used for a SIP call is set to Use Internal Data e Contact Default User name The value from this field is used when the Contact field of the SIP URI being used for a SIP call is set to Use Internal Data e Anonymous Default Off If the From field in the SIP URI is set to Use Internal Data selecting this option inserts Anonymous into that field rather than the SIP Name set above 3 Click OK to save any changes 4 Send the configuration back to the IP Office Voicemail Pro Installation and Maintenance Page 89 IP Office Release 6 15 601063 Issue 22e 16 May 2010 2 8 2 User Voicemail Settings Voicemail can be configured for each individual user in IP Office Manager 1 Open IP Office Manager 2 1n the Navigation pane click i User and select the individual user 3 Select the Voicemail tab Menu Programming Mobility Phone Manager Options Hunt Group Membership Announcements Personal Directory User Voicemail DND ShortCodes Sour
80. Voice 26 e Voicemail Collect 26 Voicemail Collect Button Users can collect their voice messages from their own extension using a button programmed for voicemail collect If their extension is a trusted extension they will not need to enter their voicemail code See Creating a Trusted Location 270 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 Start IP Office Manager and receive the IP Office configuration Click i User to display the list of existing users Click the required user Click the Button Programming tab Click the button line that you want to change Right click in the Action field Select Advanced gt Voicemail gt Voicemail Collect Click OK to save the button details for the selected user Oo Oo N oO Ww A W N Repeat for any other users 10 Click to merge the changes back to the IP Office system Visual Voice Button A Voicemail Pro user can be given a display menu for access to their mailbox The menu provides the user with options to listen to messages send messages change their greetings and password e The Visual Voice feature is not available on all telephones Please refer to the user s telephone guide for more information e Visual voice is only available when in Intuity mode e For IP Office 4 2 the MESSAGES butt
81. Voicemail Pro Installation and Maintenance Page 203 IP Office Release 6 15 601063 Issue 22e 16 May 2010 4 5 Mailbox Actions I Mailbox Actions These actions relate to the leaving and collecting of messages from a mailbox Ret Get Mail Action 205 Collect messages from a mailbox a Leave Mail Action 207 Leave a message in a mailbox DFe S Listen Action 208 Record to a mailbox A Voice Question Action 209 Record responses to a series of prompts gir Campaign Action 216 Access a campaign to read or leave messages Voicemail Pro Installation and Maintenance IP Office Release 6 Page 204 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Mailbox Actions 4 5 1 Get Mail la The Get Mail action allows access to the messages in the caller s mailbox or a specified mailbox The caller then has access to the standard mailbox features setup for that mailbox If the extension is a trusted extension the user does not have to enter their mailbox number and code See Creating a Trusted Location 270 For examples of the action being used in a call flow see e Using a Play Configuration Menu Action 31 e Setting Up Callback 310 e Changing the Language of Custom Prompts 304 e Changing the Language of System Prompts 305 e Enabling Access to Hunt Group Voicemaill274 e Changing the Language Setting for a TTY Device 299 Settings 1 Click the Mailbox Actions icon and select lap
82. a wav file e VAR Plays the variable as a list of digits 4 3 3 Specific The contents of this tab vary according to the type of action In some cases this tab may have a different name for example Touch Tones for the Menu action Not all actions contain the Specific or Touch Tones tab Details of the specific tab are covered in the section that describes the available actions This 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 Voicemail Pro Installation and Maintenance Page 181 IP Office Release 6 15 601063 Issue 22e 16 May 2010 4 3 4 Reporting The Reporting tab provides information that is then used by other IP Office applications that can report of calls that use an voicemail call flow Properties for Generic 2 e 2 x General Entry Prompts Specific Reporting Results Flag the current call has been answered by Voice Mail Request to call back the current caller Reporting Group name Topic Annotator cont __ Setting Customer Call Reporter Flag the current call has If not selected the number of calls and the number of times trigger values are been answered by Voice incremented by calls that complete the action and are routed to a further action Mail If selected the number of calls and the number of times triggered values are i
83. advice of recording will always be played if the Advice of Call Recording message is enabled e It can not be guaranteed that a caller will hear an advice of recording announcement when the call is using analogue trunks Analogue trunks do not support call status signalling so the advice of recording announcement is played as soon as the trunk is seized even if the call is ringing and has not been answered e The Play Advice on Call Recording option is on by default The Advice of Call Recording Message This message is provided in the file aor_OO 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 HI or select Administration gt Preferences gt General 2 Click Play Advice on Call Recording to switch this option on checked or off unchecked 3 Click OK 4 Click Save amp Make Live To hide the auto record indication In addition to the audible advice of call recording prompt some Avaya terminals display REC to show that the call is being recorded The display can be suppressed 1 Open IP Office Manager and load the configuration from IP Office 2 In the Navigation pane click 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
84. an existing prompt file to be recorded e When accessing voicemail prompts voicemail variables 157 can be used in both the path and filename for the prompt For example if prompts Greetingl wav Greeting2 wav etc are recorded an action set to play Greeting KEY wav would play the greeting prompt that matched the current value of KEY Voicemail Pro Installation and Maintenance Page 179 IP Office Release 6 15 601063 Issue 22e 16 May 2010 3 Click the D record button 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 Voicemail Pro Installation and Maintenance Page 180 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro 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 button to browse to the required file For a sample listing of these prompts see US English Intuity Prompts 404 and English Non Intuity Prompts 418 Useful files are e en MC_00 Plays a bleep e en MC_O1 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 157 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
85. and password L 2 oo a N Install the required Voicemail Pro software When the installation process requests a User Name and Password for the Voicemail Pro service enter the Voicemail account details Restart the server PC when requested and log on using the Voicemail account When SMTP email details are requested enter no values and ignore the error message following the SMTP check Start the Voicemail Pro Service 32 gt Check that the basic voicemail services start and operate correctly Switch Voicemail Pro to MAPI 71 gt 2 6 2 1 4 Switching VoiceMail Pro to MAPI By default the Voicemail Pro server is configured for SMTP email mode However if required it can be switched between SMTP and MAPI mode Some options are not available if you are working offline You must be working online to use this feature To select the server email mode 1 Start the Voicemail Pro Client 2 Click Ha Preferences and select General 3 Click the MAPI tab General Directories MAFI Housekeeping SNMF Alarm Qutcalling Map Profile pe oo Wapi Password 4 The Use Email Protocol settings allow you to switch Voicemail Pro between MAPI and SMTP e If MAPI is selected a valid MAPI profile and password must be entered in the fields above That MAPI profile must exist within the MAPI email client on the server PC and be useable by the account under which the Voicemail Pro service is running e If SMTP is selected
86. are created for any new names that are found This method of operation has the following consequences e Mailboxes are based on names For all users and groups if their name is changed or deleted they are no longer associated with their former mailbox and any associated Voicemail Pro start points e Voicemail is case sensitive If a mailbox or start point name is entered incorrectly in IP Office Manager or Voicemail Pro the intended operation will not occur and the call may be disconnected e Voicemail removes spaces at the end of mailbox names If spaces are left at the end of a mailbox user s name in IP Office Manager when the mailboxes are created the Space at the end of the name is dropped When this occurs the mailbox cannot be found as there is a mismatch between the user name and directory Voicemail Pro Installation and Maintenance Page 26 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro General Installation Requirements 2 2 Server Client Installation The Voicemail Pro installation software offers a number of different types of installation The key types are client only compact typical and custom These differ in the components installed as detailed in the table below Component Sub Component Installation Type Notes Client Compa bee pai i i oicemail Pro wf Client oicemail Pro Service Languages ff Installs the prompts that best match the server PC locale plus English prompts Fo
87. be accessed in several ways e Using the Campaign Action 210 The Campaign action is used to route calls into a campaign after those calls have been routed to an appropriate start point on the voicemail server The action s properties set whether the call is treated as a caller to the campaign or an agent processing the campaign messages See Campaign Action 210 e Using a Campaign Park Slot Number 384 e Through a Web Browser 385 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 Voicemail Pro Installation and Maintenance Page 383 IP Office Release 6 15 601063 Issue 22e 16 May 2010 7 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 e Phone Manager park slot keys cannot be used for this function When accessing the caller recordings from using a Campaign action or park slot number the following controls are provided through the telephone keypad Go to the start of the call Rewind Previo
88. be the Voicemail account created previously on the domain and Exchange server Alternatively click Browse and select from the list of available PC or network accounts or click Next to use the proposed account details The Select Program Folder window opens By default the program folders are created in a folder called IP Office You can specify a different folder or select one from the list of existing folders To specify a different folder type the folder name in the Program Folders box Alternatively to use an existing folder highlight a name in the list of existing folders Click Next The account details that you have entered are verified If you entered a new user name a message is displayed to ask if you want to create a new PC user account with the specified name and password Click Yes The Select Program Folder window opens Select the program folder where you would like the icons for the Voicemail Pro components to be added By default the program icons are added to IP Office Click Next The Start Copying Files window opens Before any copying starts you are presented with a summary of the settings that you have chosen so far Review the settings to make sure that they are what you expect Scroll down if necessary If for any reason the details are not what you expect click Back and make the necessary changes When you are satisfied that the details are correct click Next to start copying the files The Setup Status window open
89. books oa Ao RM Ea RNP TPP A Me RE y QCA wl A Mail Inbox igh Play E Flay on Phone E Edit Motes N Favorite Folders amp R searchinbow CB Voicemail Message Extn2205 gt Extn2207 From 2205 aii Arranged By Date Newest onto z Q D Unread Mail aniran P Administrator o A Sent Items Last Week Thu 23 04 2009 15 04 w Mail Folders a a E ANR 7 o t Administrator Wed 29 04 agenti 2 All Mail Items a sicemail Message Extn3103 gt Ext W gt E a pa Mailbox agenti gt a Q 4 m backup Two Weeks Ago fa Deleted Items pa Administrator 23 04 2009 CEE AudioNotes T i p igi Voicemail Message Extn2205 gt Ext 0 d 3 FA Inbox i S Lig Junk E mail SES E l Outbox E Quarantine IP Office Voicemail redirected message Hi e Mailbox access using the telephone visual voice or Phone Manager is done against voicemail messages in the email account Therefore some actions offered by the non email interfaces cannot be used as they have no email equivalents e Messages stored in an email 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
90. by other users 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 users mailbox and right click on it Select the option Mailbox Administration 3 Select the Personal Distribution Lists tab jox Account Personal Distribution Lists Qutcalling Distribution Lists Add Edit Remove Members Cancel Help 4 To show the mailboxes in an existing list click on the list The existing members are shown in the bottom panel Voicemail Pro Installation and Maintenance Page 324 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Administration Mailbox Management 5 When adding or editing a list a separate menu is displayed allowing the list name type and members to be specified FE Personal Distribution List O x f Public List Private List Members Voicemail Pro Installation and Maintenance Page 325 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Installation and Maintenance Page 326 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Chapter 6 Mailbox Access Controls Voicemail Pro Installation and Maintenance Page 327 IP Office Release 6 15 601063 Issue 22e 16 May 2010 6 Mailbox Access Controls With IP Office mailbox owners can control their mailbox and messages in a number of ways after they have logged in to the mailbox e Standard IP Office Mailbox Mode 33 This is
91. ccsseseeeeeeeeeees 154 Salt User Vara leS ecg wetted a a an 155 3218 Call VafiaDleSeciccebeiev n maaitaions 157 3 19 Creating Module S eeri i 159 3 19 1 Running a Module cccccccsseeeeeeeeeeesseeeeees 159 3 20 The Conditions ECHO Mi scnsicintecsesseiiesupsaredteeeesateaaerands 160 3 20 1 Using the Condition Editor ccccceeeeeees 161 320 2 Calendar minine a a aaas 163 3 20 3 Week PI Annel cccccccccceececeeeeesseeeesseeeesaaes 164 ILOA CONGO eann 165 320 0 COMPA E sea 166 22 DOU sen Na 166 4 Voicemail Pro Actions A Av COMMIS CONS is caniin tuutitedenapeaitetieenaciataeecaanee 171 4 2 Available ACUONS cic oas sep eeteiats cxcsdciabikeaceacocaebuesetaeasaceees 172 4 3 Standard Action TabS cccccccssssccceeesessseeeeeseeeeeees 176 Al Generale 176 A932 EN PFOMPIS cect ore cearce a eect 177 ABB SPCC arer ar aa taihnd tee eaeeearens 181 4 34 RE DOMING iier ei oeul wedawe vie cuakesusdy 182 4 3 0 WACSUN Sisxseeet sts cecciere a e aisles 183 4 A Basie ACIOMS aeia E ceive 184 44A GENE Cr sada iMeeadetubtacatenia saint vedtoctuseazenes 184 4 4 2 Speak TOXt xccsincadscdesein Rebdieieiincaledeceavedebesssadiares 198 sA S MENM mere oe Ev On 200 AAA GOO ainin a a 202 AG ODISCONNC CL 22scserie asec h dias teeed tee aieasateaeitcul esd 203 AAG HOME aaa a a Reng ienecemn tues 203 4 4 7 Module Ret rm eenn na 203 Page 3 15 601063 Issue 22e 16 May 2010 4 5 Mailbox ACtiONS c cccccsesccses
92. continue scanning lists press 3 To skip to next list press to delete list press 3 If you own the list press if some else owns the list To approve the list you are creating press To specify a different owner by name press 3 You are entering the number for a new list Please enter a number up to 6 digits long To replace an existing list enter that list s number These are entries in your list Wi iW Wi WwW WwW WwW WwW W NEO ODD AIA AD O OOl OO N A WIN e 371 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 3 372 To skip to next entry press to delete current entry press D 373 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 376 To skip the next header press the sign to listen to the header rewind by pressing 2 then play by pressing 3 to skip to the next category press To delete message press D 80 UJ N N UJ Voicemail Pro Installation and Maintenance Page 407 IP Office Release 6 15 601063 Issue 22e 16 May 2010 WAV File Intuity Prompt To listen to the message press O to re record message before delivery press 1 To skip press the key O Oh 91 450 One to sixty For zero see 585 wav 51 52 53 54 Hundred 55 Thousand 56 Million Enter
93. 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 366 Voicemail Pro Installation and Maintenance Page 252 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Database Actions 4 10 4 Database Close El 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 In addition to the normal licenses for Voicemail Pro 22 use of database actions requires the IP Office system to have an Advanced Edition license For systems upgraded to IP Office Release 6 existing legacy VMPro Database Interface licenses can still be used Settings 1 Click the Database Actions icon and select El Database Close 2 The General 176 Entry Prompts 177 Reporting 182 and Results 183 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 El Database Close acens l The database connection has been closed Success i 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 Voicemail Pro Installation and Maintenance Page 253 IP Office
94. default e Installation on Windows Server Operating Systems On many Windows server PC s while the Windows Audio components are present by default they are not always enabled If this is the case the playback of voice prompts may be choppy and the TTS if installed will not work However enabling Windows Audio does not require the server PC to have a sound card installed 1 Ensure that you have full administrator rights for the PC This process will also require the PC to be restated 2 1n the Windows Control Panel select Sounds and Audio Devices 3 If Windows Audio has not been enabled select the Enable Windows Audio check box Voicemail Pro Installation and Maintenance Page 81 IP Office Release 6 15 601063 Issue 22e 16 May 2010 2 7 1 Installing Generic Text to Speech To install Text to Speech 1 Install and test Voicemail Pro as normal 2 Using IP Office Manager add the Advanced Edition or VMPro TTS Generic license into the IP Office configuration Send the new configuration to the IP Office system 3 Reload the IP Office configuration into IP Office Manager and check that the status of the license has changed to Valid 4 The Voicemail Pro installation includes the default Microsoft TTS engines Microsoft Sam Mike Mary and Simplified Chinese as standard If another third party SAPI 5 compatible TTS engine is going to be used install that software 5 If the system is licensed for generic TTS Voicemail Pro will automa
95. e Press Menu TE 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 1n 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 browse for the Action The Button Programming window opens 6 Select Advanced Call Call Record Click OK 7 1n the Action Data field enter a description that will appear on the telephone display 8 Click OK 9 Click inl 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 283 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 Contains Call Record Telephone Number Leave blank Line Group Id OO To use the short code Voicemail Pro Installation and Maintenance Page 285 IP Office Release 6 15 601063 Issue 22e 16 May 2010
96. ed 29 26 ae 20 od 30 5 Double click on the individual dates to select or deselect them 6 Click OK Voicemail Pro Installation and Maintenance Page 163 IP Office Release 6 15 601063 Issue 22e 16 May 2010 3 20 3 Week Planner The Week Planner element is used to set which time periods during a normal week return true It consists of an entry for each day of the week and a start and end time for the true period on each day e Multiple Day Logic By default a logical OR X is applied to this condition element This allows the element to be 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 cannot return true To add a Week Planner element 1 Click the my Element List icon in the toolbar 2 Click Week Planner 3 Click on the condition to which the element should be added 4 Double click on the element to view its settings Week Planner Select time penods within a week Start Monday Hoo Tuesday 03 00 a Wednesday 000 Thursday 09 00 te Friday os00 Saturday Sunday 5 Select the days required and the time period during each day that will return true 6 Click OK Voicemail Pro Installation and Maintenance Page 164 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Using the Voicemail Pro Client The Conditions Editor 3 20 4 Condition e The Condition element is used to combine the
97. extension 88 e Short code 88 e Telephone number 88 e Feature Voicemail Node 3 Click OK To edit a start point 1 1 In the Navigation pane of the main Voicemail Pro window select the start point to edit and click ge The Editing start point window opens Alternatively right click the start point and select Edit 2 Make the required changes 3 Click OK To delete a start point ra 1 In the Navigation pane select the start point to delete and click ik Alternatively right click the start point and then select Delete 2 You are asked if you are sure that you want to delete the selected start point 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 1n 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 Voicemail Pro Installation and Maintenance Page 153 IP Office Release 6 15 601063 Issue 22e 16 May 2010 3 16 3 Viewing Call Flows as Text For support calls and diagnostic purposes it can be useful to view Voicemail Pro modules and start points as text files You can then display the contents of the text file on the screen The file can be changed as you would change any other text file To view a start point or module as text 1 Select File menu View as Text A Notepad window opens The txt file con
98. flow see Example Call Flow Dial by Name 375 The action assumes that the telephone uses the ITU standard alphabet markings as shown below 2 JEL MN O LJ Ea z fem n n 0 W a I ae J a 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 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 i e Press 1 for press 2 for If more then 10 matches are found the caller is prompted to either press to hear the first 10 or to dial more characters to reduce the number of matches If they select to play the list after each set of 10 matches they can either make a selection or follow the prompts for other options For a user to be included in the dial by name list they must e Have recorded a mailbox name e Not be marked as ex directory in the IP Office configuration Voicemail Pro Installation and Maintenance Page 226 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Telephony Actions Settings 1 Click the Telephony Actions icon and select H Dial by Name 2 The General 176 Entry Prompts 177 Reporting 182 and Results 183 tabs are s
99. 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 Voicemail Pro Installation and Maintenance Page 305 IP Office Release 6 15 601063 Issue 22e 16 May 2010 5 8 1 Example Call Flow This example creates a Voicemail Pro module that allows a user to turn Mobile Twinning on or off They can also set their mobile number The example sets the mobile twinning for extension 203 Modules gt Mobile Twinning le Mobile Twinning Start Point Collect New Mobile Twinning No DTMF Data No DTMF Data Set Mobile Ho Next 45 eA Disable Mobile Twinning Next 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 te
100. g Centralized SMTP YoIcemaill Server IP Office es Centralized IP Office C Gertalized Centralized voicemail with a backup server during normal operation IP Office BRS Woicen ai Pro Centralized voicemail with a backup server during backup operation Configuring Backup Server Operation During Normal Operation e Voicemail services and message storage for the IP Offices is provided by the primary voicemail server e Call flows and other settings configured on the backup voicemail server are synchronized with those of the central voicemail server e Messages are synchronized but the central voicemail server remains the message store accessed for message collection e The synchronization is done using IIS SMTP email between the servers During Backup Operation If the central voicemail server become unavailable to the network e The backup voicemail server provides voicemail services for the IP Offices e New messages are left on the backup server After Backup Operation e When the central voicemail server is restored it does not automatically resume control However messages and changes that occurred while it was unavailable are synchronized from the backup server e If the backup server fails the central sever resumes control as the active server 1 The Voicemail Pro server software is installed as normal on the backup server PC The voicemail server is
101. go to OOO O OOo LD e Please select a node to go to Click to browse to select a start point module or system defined variable For short codes the browse method does not work Instead enter Short Codes xxx where xxx is the short code key sequence e Select the option Start point or module Select from the available options e Users all the users with specific start points are listed e Groups all the Groups with specific start points are listed e Any default start point e Any available modules e Select the option System defined variables to browse the available call variables You can also type the name of the start point directly Results gt Goto ile action does not have any results Voicemail Pro Installation and Maintenance Page 202 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Basic Actions 4 4 5 Disconnect Ss a 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 the use of a Disconnect action allows prompts to be played to the caller prior to the disconnect and the use of the action s Reporting 182 tab opt
102. gt Ee JES z D c o z ol E 3 oy o F T E 5 Wn To xe E or Wn Number is Number i o o 31S SG o Cis TIO 9 o gt ID Cc ic 313 Oo fF OM 0 m u For instructions on entering your outcalling number There is no number defined for the selected destination You are configuring outcalling destination 5 O O gt 10 J Q D rt z D gt Cc oO D S To configure outcalling O S O O h a C s D o c rrt O 2 a HEHE lt lo alalal O O o ol o O O O O mi m av o c nala A c Sin 10 lx gt a gt i gt 5 v ola D o D O g lt gt Dd D gt fe oller D Q Q Q o gt MA OD OD O a i D es Oo red D 0 Z A a cr ct Tt Q J D 5 v Q Q ral Q i ctr 5 5 O Q h gt O v 5 O 3 0 U Wn rel Q Wn To change outcalling destination Destination There is no number defined To select an alternate destination To select another location You have selected the option to configure your telephone numbers To turn outcalling off To turn outcalling on To turn outcalling on for new priority messages only To turn outcalling on for new private messages only To turn outcalling on for new priority private messages only The destination is set to E O O gt Q 3 Q a t a oz 0 Wn cr fe O E O W 0 cr
103. 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 Has just entered the conference Voicemail Pro Installation and Maintenance Page 418 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Appendix Prompts WAV File Non I ntuity Prompt Has just left the conference Has been invited No conference selected thank you and good bye Conference not accessible For selection by group For selection by first name For selection by last name For selection by extension Entries that match your selection First name last name Last name first name Enter group name Enter first name Enter last name Enter extension dom_0O1 wav Day of month ordinal numbers 1st to 31st dom_31 wav Monday Friday Enter form entries with the sign to terminate each line Press at the end to complete the form Form verified Form entry is complete Press to abort to accept or 0 to listen again Call forwarding Forward number is set to Follow me number is set to Voicemail Pro Installation and Maintenance Page 419 IP Office Release 6 15 601063 Issue 22e 16 May 2010 WAV File Non I ntuity Prompt ivr_ 16 Parameter is enabled ivr_ 17 Parameter is disabled press 1 to enable ivr_ 18 Parameter is disabled ivr_19 Parame
104. 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 phone This field can be used to customize the text used The following additional settings are available with Voicemail Pro 6 0 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 Retries Default 0 Off Range O0 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 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 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 This action has the following result which can be connected to a further action e Next This result conne
105. is the folder where the file Root vmp is saved when the Save amp Make Live option is used Alternatively click the browse button and select a folder to use 5 In the Voicemail Server Speech Directory box type the path to the folder where the libraries of speech prompts are to be stored Alternatively click the browse button and select a folder to use 6 1n the Remote Campaign Directory box type the path to the folder where the campaign files are to be stored Alternatively click the browse button and select a folder to use 7 Click OK 8 Click Gz Save and Make Live and select Yes Voicemail Pro Installation and Maintenance Page 101 IP Office Release 6 15 601063 Issue 22e 16 May 2010 2 9 1 3 MAPI By default the Voicemail Pro server is configured for SMTP email mode However if required it can be switched between SMTP and MAPI mode Some options are not available if you are working offline You must be working online to use this feature To select the server email mode 1 Start the Voicemail Pro Client 2 Click rie Preferences and select General 3 Click the MAPI tab General Directories MAFI Housekeeping SNMF Alarm Qutcalling Map Profile pe oo Wapi Password 4 The Use Email Protocol settings allow you to switch Voicemail Pro between MAPI and SMTP e If MAPI is selected a valid MAPI profile and password must be entered in the fields above That MAPI profile must exist within the MAPI email client
106. licenses is required to support Voicemail Pro The Voicemail Pro server part of the software consists of several components in addition to the core server software these are e Campaigns The Voicemail Pro can be configured to run a campaign This consists of a series of questions for which the Voicemail Pro records the callers answer or key presses The resulting recordings can then be played back by users The web aspect of campaigns allows user to perform this playback and processing of campaign recordings via their web browser This requires an IIS web server to be run on the same PC as the Voicemail Pro software e Text to Speech TTS Through adding additional licenses the Voicemail Pro is able to use the TTS functions of Windows to speak text and numbers to callers in addition to recording prompts This is intended mainly for scenarios where the Voicemail Pro is obtaining text and number values from a customer database e UMS Web Voicemail UMS allows users to access their voicemail mailbox using either an IMAP compatible email program or through their web browser UMS Web Voicemail requires the Voicemail Pro service to be installed on a server PC that has IIS already present It also installs PHP if not detected as already present e Installation on Windows Server Operating Systems On many Windows server PC s while the Windows Audio components are present by default they are not always enabled If this is the case the playback of voic
107. must be converted to a separate file Root vmp that being the file that is used by the voicemail server for its current operation To save the configuration and make it live 1 Choose ic Save amp Make Live to save the settings as the Root vmp file used by the voicemail server e If you are working remotely in Offline mode you will be prompted to select whether to save your changes to the local database or to the remote server To save the configuration to a file without making it live Call flow settings can be saved to a vmp file and then included 149 in the operation of another voicemail system 1 Choose kal Save as to save the database as a vmp file with the name that you specify You can then copy the file to other systems 3 5 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 126 Notes e Logging out is not the same as closing down with the Exit option See Closing Down 124 e If the Client and Server are installed on the same machine the Log Out
108. not specifically configured as being a backup server 2 The central IP Office hosting the primary voicemail server is configured with the IP addresses of both the primary voicemail server and the backup voicemail server System LANL LAN DNS Voicemail Type Voicemail Destination voicemail IP Address 192 166 42 201 Backup voicemail IP Address 192 156 42 211i Voicemail Telephony Directory Services System Events SMTP SMOR Twinning YCM CCR Voicemail Lite Pro We Messages Button Goes To visual Voice 3 The other IP Offices are configured for centralized or distributed voicemail as normal Voicemail Pro Installation and Maintenance IP Office Release 6 Page 55 15 601063 Issue 22e 16 May 2010 2 5 4 Distributed Voicemail Servers For IP Office Release 6 0 remote IP Offices in the Small Community Network can be associated with another voicemail server in addition to the centralized voicemail 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 While the distributed server does message recording it forwards all messages to the central voicemail server The messages are transferred between systems using an IIS SMTP email services For mailbox users message waiting indication and message collection is still done u
109. not increment upwards when the Alarm Threshold is increased again To reset the critical alarm back to 30 click Default Settings 6 To return to the default alarm settings click Default Settings The Alarm Threshold Level is reset to 60 The Space OK level is reset to 90 The Critical Alarm level is reset to 30 7 Click OK 8 Click ay Save and Make Live and select Yes Voicemail Pro Installation and Maintenance Page 104 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro Voicemail Pro Preferences 2 9 1 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 Details on how users can configure outcalling are found in the Intuity Mailbox guide and Phone Manager User Guide A timeout value can also be set by a user This is how long outcalling will attempt to call a number before giving up To set the global outcalling preferences 1 Display the main Voicemail Pro window 2 From the Administration menu select Preferences gt General 3 Click the Outcalling tab General Directories MAFI Housekeeping SNMP Alarm Outcalling System Times Prine Times Peak Times System Ret Settings Number of Retries Retry Interval 5 Rem o Interval mina 4 Select the times that outcalling is active in the System Times s
110. of new messages within the mailbox For example Number Voice NewMsgs 7 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 Voicemail Pro Installation and Maintenance Page 347 IP Office Release 6 15 601063 Issue 22e 16 May 2010 7 1 1 8 PositionInQueue Property The PositionI nQueue 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 7 1 1 9 Result Property The Result property gets and sets the RES voicemail call variable The RES variable contains the result property of a call flow action The result is action specific for example OK FAILED BUSY and so on The call flow action is able to use the variable to determine logic to be based upon the Result of a preceding Action or as a temporary variable in the 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
111. on the server PC and be useable by the account under which the Voicemail Pro service is running e If SMTP is selected the SMTP email account settings 112 must be entered 5 Click OK 6 Click Ge Save and Make Live Voicemail Pro Installation and Maintenance Page 102 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro Voicemail Pro Preferences 2 9 1 4 Housekeeping This tab is used to set the Voicemail Pro server settings for automatically deleting messages and for the default playback order of messages For Voicemail Pro 6 0 it is also used to access options for backing up and restoring voicemail messages and settings 145 The voicemail servers housekeeping settings can be used to configure how long messages and recording are retained before the server will automatically delete them The playback order for different types of messages can also be set Note that the housekeeping deletion settings are not applicable for messages stored on the Exchange server 1 From the Administration menu select Preferences gt General 2 Click the Housekeeping tab System Preferences General Directories MAFI Housekeeping SNMP Alarm Dutcalling Playback Order New messages Old messages Saved messages Unopened messages New recordings Old recording Deleted messages Hi I Y Data Backup LastRun 157 1072009 07 26 47 Type Immediate Nest Run 15 10 2009 08
112. on w Brad Trower 4337 Mark Gallagher 11 July 2008 14 07 44 From To Message Brad Trower 4337 Mark Gallagher 2 3 11 July 2008 14 07 44 458 Ferist Previous G gt Next Ai Last Web Voicemail I nstallation Requirements The Web Voicemail component is selectable as part of a custom Voicemail Pro installation Note the pre requisites below before doing the Web Voicemail installation e O 11S Web Server Must be installed on the voicemail server PC before the Voicemail Pro Web Voicemail component is installed e O PHP Web Voicemail uses PHP If an existing PHP is not detected the Voicemail Pro installation will install its own PHP e O Licenses The use of Web Voicemail and the number of users who can be configured to access it are controlled by the UMS Web Services license entered in the IP Office configuration UMS web services can be licensed in a number of ways by licenses added to the IP Office configuration e User Licensing User licensing is done as follows e Users whose Profile is set to Teleworker User or Power User can be enabled to UMS if required This requires Teleworker Profile or Power User Profile licenses e User s whose Profile is set to Basic User can be licensed using legacy UMS Web Services licenses e Hunt Group Licensing Hunt groups are licensed by UMS Web Services licenses e O Computer Name URL The computer name is used as part of its URL on the network Ensure that the name is set to something that a
113. opening tag command should be applied e A closing XML tag The closing tag use the same command as the opening tag prefixed with and no other settings In the example above this is lt volume gt e Empty Tags Example lt volume level 90 gt All following text An empty tag is not nested its command and settings apply to all the following text Empty tags are recognizable by the before the tags closing gt Voicemail Pro Installation and Maintenance Page 83 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Example SAPI XML Tags Volume Controls the volume of the speech This tag can be nested or empty e Attributes e level Supports values between 0 and 100 being percentages of the system s set volume e Examples e lt volume level 50 gt Speak allow following text at level 50 e lt volume level 50 gt Speak this text at level 50 lt volume gt and this as normal Rate Controls the speed at which the text is spoken This tag can be empty or nested e Attributes Only one attribute may be applied within a tag e absspeed Sets the absolute speed for the speech in a range between 10 and 10 with O being normal speech e speed Sets a speed change that is added to the current speed e Examples e lt rate absspeed 5 gt Speak this text at rate 5 lt rate gt and this text as normal e lt rate absspeed 5 gt Speak all following text at rate 5 e lt rate speed 5 gt Drop the current
114. option is not available 3 6 Voicemail Shutdown or Suspend You can request that the voicemail server either shuts down or is suspended e Suspend The IP Office will stop sending calls to the voicemail server until it receives an instruction to resume voicemail or the server is restarted e Shut Down The IP Office will stop sending calls to the voicemail server until the voicemail services are restarted 32 gt or the server is restarted Initially the shut down is a polite shut down e If a shut down is selected the voicemail server will wait for all call 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 ended the voicemail server will shut down e If necessary an immediate shut down can be selected which will end all calls in progress e If the voicemail server is a distributed voicemail server when shut down new calls to voicemail are rerouted to the central voicemail server e If the voicemail server is a centralized voicemail server with a backup server when shut down new calls to voicemail are rerouted to the backup server Starting the Shut Down or Call Suspension Process 1 Select File and then Voicemail Shutdown Voicemail Pro Installation and Maintenance Page 122 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Using the Voicemail Pro Client Voicemail Shutdown or Sus
115. options 3 Engaged calls 4 Password 4 No reply calls 5 Record name 5 Out of hours calls 6 Address after record 6 Out of service calls 7 Acceot call answer 7 Default greeting calls 8 Media preferences 9 Temporary greeting 9 6 Outcalling 1 Mailing Lists Configure OQutcallirig 1 Change times 2 Change numbers 3 Turn off 6 Turn on 9 T Scan Messages Headers and messages 1 Headers only 2 Create list 1 Scar lists 2 Review amp modify 3 Restart 5 Messages only 3 Print new faxes 4 Voicemail Pro Installation and Maintenance Page 330 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Mailbox Access Controls Intuity Mode 6 3 IP Office Mode The following is a summary of the controls available when the voicemail server is set to run 82 gt in Intuity emulation mode For full details refer to the IP Office Mailbox User Guide 3 Edit Greeting Enter mailbox Review normal greeting 1 and password Review out of hours greeting 2 Review queued message 3 Mailbox Review still queued message 4 Flay old messages 1 Hunt Group Flay saved messages 2 Edit greeting 3 Delete current message 4 Save current message 5 Forwarding options 6 Repeat last message 7 Help o 3 Edit Greeting Listen to greeting 1 Record new greeting 2 E Save new greeting 3 save new greeting as loop 4 Return ta mailbox 6 skip current message 4 6 Forwardin
116. priority and then longest waiting By default internal caller s have 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 Mixing calls of different priority is not recommended if Voicemail Pro is being used to provide queue estimate time to answer ETA and queue position announcements to callers since those values will no longer be accurate when a higher priority call is placed into the queue Note also that in such a situation Voicemail Pro will not allow a value already announced to a caller to increase e The IP Office Manager option Synchronize calls to announcements should not be used with call flows that include this action Settings m 1 Click the ie Queue Actions icon and select an Queue ETA 2 The General 176 Entry Prompts 177 Reporting 182 and Results 183 tabs are standard tabs available to all actions 3 Select the Specific tab This tab may include any further prompts to be played to the caller after they hear their ETA General Entry Prompts Specie Reporting Results Queue estimated time to answer The prompts will be played in the following onder 1 ny items defined in the Entry Prompt page 2 The estimated time of answer 3 ny prompts defined below a Offer wary Results This action has the following result which can be connected to a further action e Next Connect the result Next to a relevant action
117. select the ones required Click Next 6 Click Finish The selected file is exported 7 Click Close To import a file 1 From the File menu select I mport or Export 2 Select Import Data and click Next 3 Enter the name of the file that you want to import or click Browse to select the file 4 Click Open and click Next 5 Module files can contain several modules select the module required Click Next 6 Click Finish The selected file is imported 7 Click Close O0 Click ig Save amp Make Live before you close the Voicemail Pro Client to apply the imported file The existing database is overwritten and a backup copy is saved in the folder DB Backup Voicemail Pro Installation and Maintenance Page 144 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Using the Voicemail Pro Client Importing and Exporting 3 14 Backup and Restore Settings The voicemail server can be configured to do automatic backups of settings messages and recordings Separate settings for daily weekly and monthly backups can be configured The Voicemail Pro client can also be used to manually run one of the backups when required By default the backup files are sent to a sub directory where the voicemail server has been installed typically c Program Files Avaya IP Office Voicemail Pro VM Backup However the location can be specified when configuring the backup options Each backup is labeled with its type Immediate Daily Weekly or Monthly plus the
118. selected maNlbOX a l This is a user who has one or more start points configured It can be expanded to show the different start mh e 3 Collect Used when the user rings voicemail e Leave Used for calls to the user that are redirected to voicemail e 4 Callback Used when voicemail rings a user to inform them of messages in the user s mailbox See Setting up Voicemail Pro Callback 310 i Queued amp Still Queued Used when calls to the user are queued See Personal Announcements 296 2 cow 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 e e 33 Collect Used when someone accesses the group s mailbox e 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 280 Voicemail Pro Installation and Maintenance Page 150 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Using the Voicemail Pro Client Start Points e 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 setti
119. sending email SSS Se a Voicemail Pro Installation and Maintenance Page 72 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro Voicemail Email 2 6 2 2 3 Configuring Outlook Express for Internet Mail To configure Outlook Express for I nternet Mail 1 Click the Outlook Express icon to start the Configuration wizard 2 Inthe Display name box enter Voicemail 3 Click Next 4 Select already have an e mail address that I d like to use and enter the address in E mail address eg voicemail example com Click Next 5 Enter the name or address of the Incoming mail server and the Outgoing mail server Note if you enter the name you must ensure that the voicemail PC has the correct IP address of the DNS Server configured 6 Click Next 7 Enter the email account name and password for example Voicemail Select Remember password 8 Click Next 9 Click Finish to complete the wizard 10 Open Outlook Express and select Tools gt Options 11 Click the General tab e Uncheck Send and Receive messages at Start up e Uncheck Check for new messages every 12 Select the Send tab e Uncheck Save copy of sent messages in the Sent I tems folder e Check Send messages immediately e Under Mail Sending Format select Plain Text 13 Click OK 14 Log on to the server PC using the account that will be used for the Voicemail Pro server 15 From Outlook or Outlook Express send a message direct to an ext
120. soon as a voicemail server is running on the LAN Those default settings are Voicemail running on a PC accessible by the IP Office using a broadcast address of 255 255 255 255 Voicemail on for each user and hunt group on No Voicemail Code set for any mailboxes Until a code is entered for a mailbox it can only be accessed from the user s own extension No Voicemail Email or Voicemail Help operation No Voicemail Reception numbers set for user mailboxes Hunt group mailboxes are created and used by default but there is no default message waiting indication or method for collecting messages A method for accessing each hunt group mailbox should be programmed See Hunt Group Voicemail 27 Voicemail Pro Installation and Maintenance Page 87 IP Office Release 6 15 601063 Issue 22e 16 May 2010 2 8 1 System Settings The IP Office can work with several different types of voicemail server Therefore it is important to check that it is configured for operation with Voicemail Pro 1 In IP Office Manager select System 2 Click the Voicemail tab System LANI LAWNS DNS Voicemail Telephony Directory Services System Events SMTP SMDR Twinning Voicemail Type Voicemail LitefPro we Messages Button Goes To Visual Voice Voicemail Destination Voicemail IP Address 255 255 255 255 Voicemail Channel Reservation Unreserved Channels 259 Auto Attendant o voice Recording O Mandatory Voice Recording O ih
121. speech speed by 5 Pitch Controls the pitch at which the text is spoken This tag can be empty or nested e Attributes Only one attribute may be applied within a tag e absmiddle Sets the absolute pitch for the speech in a range between 10 and 10 with O being normal speech e middle Sets a pitch change that is added to the current speed e Examples e lt pitch absmiddle 5 gt Speak this text at pitch 5 lt rate gt and this text as normal e lt pitch absmiddle 5 gt Speak all following text at pitch 5 e lt pitch middle 5 gt Drop the current speech pitch by 5 Emph Applies emphasis to a word or section of text This tag must be nested e Attributes This tag has no attributes e Example e Say lt emph gt boo lt emph gt Voicemail Pro Installation and Maintenance Page 84 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro Text to Speech TTS Installation Spell Spell forces the engine to speak any nested text literally rather than applying any speech rules This is useful for numbers where rather that than saying 3001 as three thousand and one for 3001 the speech required is three zero zero one This tag must be nested e Attributes This tag has no attributes e Example e The telephone number is lt spell gt 555 3468 lt spell gt Silence Inserts a period of silence This tag must be empty e Attributes e msec Sets the duration in milliseconds
122. tab System Settings Path Settings Email Settings SMTP Email Settings Account Details server Browse Message Parameters The following settings are used to control whether the Vorcernail message is sent as a wave file within the email message Attach wave file to message f Embed wave file in message e Account Details box type the name of the MAPI email account to use for email messages e For MAPI enter the name of the MAPI email account to use for email messages Alternatively select Browse to display a list of available email accounts e For SMTP enter the email address that the voicemail server should use This address should match the account details set on the SMTP Email Settings tab e Message Parameters These options are only available if you have installed and are using IMS For IMS you can specify the way in which the wav files of voicemail messages are to be sent in emails Sending wav files across a network creates a high loading on the network and networks servers A one minute message requires a 1MB wav file 4 Click OK Voicemail Pro Installation and Maintenance Page 67 IP Office Release 6 15 601063 Issue 22e 16 May 2010 2 6 1 4 SMTP Errors SMTP error logging can be enabled to generate a log of SMTP activity For a default Voicemail Pro installation the activity is logged in a file in C Program Files Avaya I P Office Voicemail Pro VM logs The file name includes a date stamp for th
123. that can be used in a call flow are Ae E Database Open Opens the required database including any necessary permissions and security options e EJ Database Execute Defines a SQL query to either read matching records from the database or to write data to the database Up to 6 fields can be defined to be returned in matching database records e 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 The Database Get Data allows selection of the first next previous or last record e El Database Close Closes the database connection This also occurs automatically if the caller disconnects Voicemail Pro Installation and Maintenance Page 365 IP Office Release 6 15 601063 Issue 22e 16 May 2010 7 2 1 Example Database Scenario In this call flow example an auto attendant has been created to allow callers to order books The book details are held within a Microsoft Access database Callers will be able to enter either the ISBN or Author s name The title and cost of the item will be looked up allowing the caller to purchase the item if they wish to If the caller purchases the book they will be able to enter their credit card details and a contact number Example of the database used in the call flow E BookList Table re a x loj x ISBN Author Tite Cost James Herbert The Fog James
124. the Name Table It is possible to create a service that will allow access to re record the name of any mailbox The NameWavsTable does this by requesting an extension number and then allowing you to play re record and submit a name recording for that extension It then allows another extension number to be entered and so on Naturally if this option is used it should be behind suitable PIN code and other security protection as it allows the recording of names for any mailbox To use the Name table 1 In Voicemail Pro create a new module 2 Add a Goto action and open its properties 3 1n 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 7 3 4 Changing Full Names Users with DS port display phones 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 TE Key 1 Press Menu TE twice 2 Press and select ProgA 3 Press Fk 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
125. the caller using a Speak Text action See the example below Properties for ConfirmBookDetails o ajx General Entry Prompte Specific Reporting Results Please enter the text you wish to speak Text to speak DBD 3 costing 0 BD 1 dollard a Voicemail Pro Installation and Maintenance Page 372 IP Office Release 6 15 601063 Issue 22e 16 May 2010 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 2 2 x Please enter a generic comman Genernc free format command CP4 key oo When all the details have been collected the database needs to be updated The database Execute Action is used When entering information into the specific tab for the first time you are taken through a series of steps 1 Select the Database Execute icon 2 At the SQL Function window the option to Insert values was chosen as information needs to be added to the database 3 Details are then entered into the SQL Wizard as shown below When the Database table is selected the list of fields contained within the tabl
126. the configuration of the central IP Office During normal operation messages call flows and other settings on the backup voicemail server are synchronized with those on the central voicemail server If the central voicemail server becomes unavailable the central IP Office will switch to using the backup voicemail server for voicemail services When the central voicemail server is restored the central IP Office will switch back to using it for voicemail services and any new messages on the backup server are synchronized with it The backup voicemail server operates using the existing voicemail licenses held by the central IP Office for normal operation e Distributed Voicemail Servers 56 Multiple Voicemail Pro servers can be installed within a Small Community Network These are referred to as distributed voicemail servers Within the configuration of the IP Offices in the network other than the central IP Office and its fallback if any you can specify that the IP Office uses a particular distributed voicemail server for its voicemail services This requires the IP Office to have licenses for voicemail operation and the voicemail features it requires Multiple distributed servers can be supported and several IP Offices can share the same distributed server each using their own license set The distributed server is used for all services apart from message collection and message waiting indication those services are still performed by the central voi
127. the licenses that each has Page 56 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro Centralized Voicemail Pro Summary of IP Office Configuration Settings for Distributed Voicemail Severs I P Office Settings Central I P Office Other I P Offices I P Office with Distributed Server Voicemail Type Centralized Voicemail Distributed Voicemail Voicemail IP Set to the central voicemail Not used Set to the distributed voicemail Address server PC s IP address server PC s IP address Voicemail Not used Set to the Outgoing Group ID Set to the Outgoing Group ID Destination of the H323 Line to the central IPlof the H323 Line to the central IP Licenses This system needs licenses 22 The other IP Offices only require This system needs licenses 2 for Voicemail Pro and all i for Voicemail Pro and all voicemail features required ContactStore if required voicemail features required Configuring Distributed Voicemail Server Operation 1 The centralized voicemail server for the SCN and its central IP Office are configured as normal 2 The Voicemail Pro server software is installed as normal any distributed voicemail server PC s The distributed voicemail server is not specifically configured as being a distributed server 3 Each IP Office hosting a distributed voicemail server is configured with the Voicemail Type set to Distributed Voicemail System LAMI LANZ DNS Voicemail Telephony Directory Services Sy
128. the only mode for Voicemail Lite Voicemail Pro can also be set to run 82 in this mode rather than Intuity emulation mode e Intuity Mailbox Mode 330 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 e Phone Manager 332 The Phone Manager application enables a user to switch voicemail and voicemail ringback on off Phone Manager Pro also provides full visual access to a user s voicemail and allows messages to be played back and controlled through their PC e Visual Voice 334 This is a system of display menus rather than spoken prompts that can be used to access a mailboxes e UMS Web Voicemail 336 This method of access allows users to access mailboxes using a web browser The user must be configured for UMS The feature is licensed e UMS IMAP Email Access 33 This method allows users to access mailbox messages through a IMAP compatible email program The user must be configured for UMS The feature is licensed e UMS Exchange 2007 340 Allows playback via a user s PC using Outlook 2007 If a mailbox does not have a recorded name greeting when that mailbox is accessed to collect messages the caller is asked to record their name before proceeding to collect messages The name greeting is used for functions such as Dial by Name actions and Intuity mode name lookup 6 e Tip As Voicemail Pro system administrator you should
129. the voicemail server allows the script up to 1 minute to complete execution If execution of the script takes longer then it is terminated by the voicemail server and the action s Failure result path is used e In addition to the normal licenses for Voicemail Pro 22 use of VBScript requires the IP Office system to have an Advanced Edition license For systems upgraded to IP Office Release 6 existing legacy VMPro VB Script licenses can still be used Settings i 1 Click the Miscellaneous Actions icon and select VB Script 2 The General 176 Entry Prompts 177 Reporting 182 and Results 183 tabs are standard tabs available to all actions 3 Select the Specific tab Properties for BScript General Entry Prompts pectic Reporting Results Enter YB Script Sub Main digid dim registration Set Voice Create bject vmprov5 vorcescript registration Voce Register digid if registration Then COM Properties CLI voice CallingParty COM Methods ETA voice Estimatedanswer System Variables lastMessage voice LastAccessedMsg User Variables LOC voice Locale MAM voice Mame numberOrWewMessages voice MewMsgs end if End Sub numberOroldMessages voice OldMsgs Expand Line 1 Remaining Chara POS voice PositionInQueue RES voice Result numberOravedMessages voice SavedMsgs S44 voice SavedResult VAR voice Variable e Enter VBScript In the script
130. to be installed and running on the server PC 1 Check that IIS is installed and running on the server PC e Windows 2008 Server IIS does not support legacy IIS applications such as Campaigns by default This is rectified by reinstalling IIS from the Windows installation disk and selecting Legacy IIS support during the installation 2 Check that the server PC can be browsed from other PC s on the customer network 3 1f the Voicemail Pro server software has not yet been installed e Run the Voicemail Pro software installation 2 and select Voicemail Pro Full e Select either Typical or Custom If Custom is selected ensure that Voicemail Pro Campaigns Web is selected in the list of components 4 1f the Voicemail Pro server software is already installed e Modify the installed components and ensure that Voicemail Pro Campaigns Web is selected in the list of components Windows 2003 Server The following configuration changes are required for IIS version 6 after installation of the Voicemail Pro web campaigns component 1 Open the Windows Control Panel 2 Select Administrative Tools Computer Management 3 Go to Services and Applications 11S Manager Web Sites Default Web Site 4 Under Web Sites right click Default Web Site and select Properties e Select the Home Directory tab e Under Application Settings section set the Execute Permissions to Scripts and Executables e Click OK twice 5 Under Web Sites go to Web Service
131. 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 265 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 Voicemail Pro Installation and Maintenance Page 200 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Basic Actions 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 393 Delete Use this icon to delete the currently selected custom dialing sequence Invalid Input Handling The following options can be used if the caller does not dial or dials an invalid digit No of Retries Voicemail Pro 4 2 This option allows you to specify the number of retries a caller is allowed if they make an invalid entry or the timeout occurs Timeout If selected the Voicemail Pro will wait for the specified number of seconds for a valid digit If the timeout expires the Voicemail Pro will either allow a retry or if the No of Retries has been reach it will follow the Timeout result connection within the call flow Invalid Entry Voicemail Pro 4 2
132. using a Play Configuration Menu 213 action Any user or group configuration changes made using this method are written the file AuditTrail txt on the voicemail server PC 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 Properties for Generic General Entry Prompts Specific Reporting Results Select Generic command Select Generic command Operation IG et From UsersGroup Malbos ee Parameter e Ota 11 vw select Varable For Result IGAN E 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 Voicemail Pro Installation and Maintenance Page 187 IP Office Release 6 15 601063 Issue 22e 16 May 2010 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 the IP Office Manager Application documentation Parameter User Hunt Parameter Values Free Form
133. voicemail email mode Edit voicemail callback number 2 3 4 p 6 i E 4 1 2 3 4 5 6 7 8 9 1 For Voicemail Pro 5 0 those option marked as 1 can also be set using Generic 187 action commands Voicemail Pro Installation and Maintenance Page 213 IP Office Release 6 15 601063 Issue 22e 16 May 2010 e Personal Options Menu Properties for Personal Options Menu General Entry Prompts Specific Reporting Results Personal Options Menu for Callers Mailbox Mailbox Personal Options Menu Configure malling Lists Set Vorcemail Set Voicemail Email Mode Configure Fax Preferences Set OND Edit Yoicemaill Access Code Set Follower Forwarding Record Name Edit Voicemail reception Mag Address Before Record Edit Callback Nurnber Admin Call Answer Options Edit Mobile twinning Sort Incoming Messages More Options Loo 0 On Fe oo Ps Results This action has the following result which can be connected to a further action e Next Connect the action to a following action within the call flow Voicemail Pro Installation and Maintenance Page 214 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Configuration Actions 4 6 4 Select System Prompt Language S Ii The Select System Prompt Language action is supported on Voicemail Pro 1 2 6 or higher It allows the system to alter the language
134. which messages of various types automatically deleted A value of O disables automatic deletion The actual deletion is performed during the next idle period during which there are no calls to or from the voicemail server 4 Playback Order Sets the order of playback used for different message types The options are first in first out FIFO and last in first out LIFO FIFO is the default e The different message status types are 5 Click OK New This status is applied to messages where neither the header or the message content has been played Old This status is applied to messages where the user has played the message content but has not marked the message as Saved Saved This status is applied to messages that have been marked as saved by the user Unopened 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 6 Click ee Save and Make Live and select Yes Voicemail Pro Installation and Maintenance Page 316 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Administration Automatic Message Deletion 5 11 Using Voicemail to Give Error Messages Voicemail can be used t
135. your changes are enabled Choose Yes The services are automatically stopped and restarted 3 Ensure that Port 25 is Not Blocked Many firewalls block access to port 25 by default Check that the firewall software being used on the server is configured to allow VMProV5Svc exe as an exception 4 DNS Host Routing Optional The SMTP operation uses fully qualified domain names that need to be resolved to IP addresses by the network s DNS server To guarantee name resolution the hosts files on each server can be used Note however that if this method is used any changes to IP addresses of servers will need to be reflected in the file update Locate the file C Windows System32 drivers etc hosts and open it in a text editor such as WordPad Add IP address and fully qualified domain name entries for each of the other voicemail servers Voicemail Pro Configuration In all scenarios each Voicemail Pro server should use the same basic configuration settings ie the same voicemail mode Intuity or IP Office and the same housekeeping settings Voicemail Pro Installation and Maintenance Page 61 IP Office Release 6 15 601063 Issue 22e 16 May 2010 IP Office Configuration Configuring Distributed Voicemail Server Operation 1 The centralized voicemail server for the SCN and its central IP Office are configured as normal 2 Each IP Office not hosting a distributed voicemail server is configured with the Voicemail Type set to Centralized Voicemail
136. 0 wf Voicemail Reception Voicemail Email Mode Voicemail Callback Number Group Service Mode Off or 1 On voicemail_on Off or 1 On voicemail_ reception O Off 1 Copy 2 Forward 3 voicemail emailmode Alert The destination number for voicemail callback 310 O Out of service 1 in service or 2 service_mode night service mode 4 voicemail dialback D 5 e Select Variable For Result If the Operation is a Get a call variable must be selected to store the value returned Voicemail Pro Installation and Maintenance Page 188 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Basic Actions Free Format Equivalent This action creates a free format command of the form 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 Option User Hunt Value Free Format Play Group Parameter Name Configurati on Action o Off or 1 On off_hook_ station X EE EN or Hook Station 7 x A A E E Siiak in on x EJ Number montor gro Monitor croup v 0 OF or 1 On
137. 0 x W Yoicemail Pro Client Intuity Local File Edit Actions Administration Help HRALA Ae pA 7 4 2 6 Bw 2 i g od a Callflows Assigned Last Accessed web Voicemail Unopened Exchange M Els oe Specific Start Points Extn20t NEVER ACCESSED Disallowed 0 Unlicensed Groups Extn202 NEVER ACCESSED Disallowed 0 Unlicensed Extri2z0e4 0 0 HEWER ACCESSED Disallowed 0 Unlicensed Z Short Codes E xtn205 Add Start Points i i NEVER ACCESSED Disallowed i Unlicensed A Lsers Extn206 Edit Start Poinke 0 0 NEVER ACCESSED Disallowed 0 Unlicensed H Le Default Start Points Estn208 i l Le D 0 MEYER ACCESSED Disallowed 0 Unlicensed E tn209 Delete Start Points 0 0 NEVER ACCESSED Disallowed 0 Unlicensed a a Vorcemail Pro Administrators Estn210 0 0 MEYER ACCESSED Disallowed 0 Unlicensed Estn211 Clear Mailbox i 0 HEVER ACCESSED Disallowed g Unlicensed 2 Sela RUOuEE Extn212 oe 0 oO NEVER ACCESSED Disallowed O Unlicensed ool Alarms Extn213 sees Netra 0 0 NEVER ACCESSED Disallowed ci Unlicensed Extn2l 4 0 0 MEYER ACCESSED Disallowed 0 Unlicensed AD Outcals Extn215 HEM De LEBER E SBS 0 oO NEWER ACCESSED Disallowed D ESE g User Variables Extn216 216 0 0 D 0 WEVER ACCESSED Disallowed 0 Unlicensed w aon Distributed Voicemails Extn299 299 0 o 0 0 NEVER ACCESSED Disallowed 0 Unlicensed Extrait 304 0 o a 0 NEVER ACCESSED Disallowed 0 Unlicensed Estn305 305 0 0 0 0 NEVER ACCESSED Disallowed i Unlicensed ga Modules Fun il ani n n n n NEWER
138. 0 Unlicensed E xstn209 Delete Start Points 0 0 HEVER ACCESSED Disallowed 0 Unlicensed p Voicemail Pro Administrators Estnz210 0 0 NEVER ACCESSED Disallowed 0 Unlicensed Estn211 Clear Mailbox 0 0 NEVER ACCESSED Disallowed 0 Unlicensed oy k SpE UTHER Extn212 oe 0 oO NEVER ACCESSED Disallowed O Linficensed ol Alarms Extn213 Panay 0 0 NEVER ACCESSED Disallowed 0 Unlicensed Estnz14 0 0 NEVER ACCESSED Disallowed 0 Unlicensed eA Outcals Extn215 C IEG SE CESIE 0 oO NEVER ACCESSED Disallowed O Linlicensod gA User Variables Extn216 216 0 0 0 0 NEVER ACCESSED Disallowed 0 Unlicensed bre E ca Distributed Yoicemails E stn299 299 0 0 0 0 MEYER ACCESSED Disallowed 0 Unlicensed E stna a04 0 0 0 0 HEVER ACCESSED Disallowed 0 Unlicensed Estras 305 0 0 0 0 MEYER ACCESSED Disallowed 0 Unlicensed SY Modules Funan 307 n n n n NEWER ACPESSEM Misallruied n AEE Data Live Active Yoicemail Sessions 0 Time on Yoicemail Server 08 42 Free Space 106 261 GB Total Space 149 048 GB When you right click on a mailbox a number of options are 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 These options allow you 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 a
139. 00 00 Type Dail 3 Delete after Sets the time in hours after which messages of various types automatically deleted A value of O disables automatic deletion The actual deletion is performed during the next idle period during which there are no calls to or from the voicemail server 4 Playback Order Sets the order of playback used for different message types The options are first in first out FIFO and last in first out LI FO FIFO is the default e The different message status types are New This status is applied to messages where neither the header or the message content has been played Old This status is applied to messages where the user has played the message content but has not marked the message as Saved Saved This status is applied to messages that have been marked as saved by the user Unopened 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 Voicemail Pro Installation and Maintenance Page 103 IP Office Release 6 15 601063 Issue 22e 16 May 2010 e Deleted Messages This status is used for messages that have been marked as deleted through mailbox access 5 Click OK 6 Click TH Save and Make Live and select Yes 2 9 1 5 SNMP Alarm The IP Office system can
140. 004 Return Value The state of the message within the mailbox N for new O for old S for saved String 7 1 2 16 GetName Method This method is used to obtain the NAM session variable 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 7 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 7 1 2 18 GetOldMsgs Method This method is used to obtain the number of old messages contained within the session s mailbox _ _ 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 7 1 2 19 GetPositionInQueue Method This method is used to obtain the QPOS session variable Method Voice GetPositionInQueue dlgid Parameters e digid 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 Voicemail Pro Installation and Maintenance Page 354 IP Office Release 6 15 601063 Issue 22e 16 May 2010 V
141. 121 122 126 177 179 205 207 242 283 288 294 298 329 395 434 change 98 connect 120 Voicemail Pro server during 298 Voicemail Pro Server PC 177 179 Voicemail Pro Service 35 102 Locate 117 set 117 Voicemail Pro Software 36 81 Voicemail Pro Start Points 260 263 264 Voicemail Pro System Fax Number 394 Setting 390 Voicemail Pro System Variables 82 229 Voicemail Pro TTS 81 83 Voicemail Pro TTY Installing 298 Voicemail Pro User Log 115 Voicemail Pro Wave Editor starts 177 179 Voicemail Pro Installation and Maintenance IP Office Release 6 Voicemail Pro window 99 101 102 103 104 105 153 313 Voicemail Professional Server 117 Voicemail provides number 271 275 Voicemail Reception 152 205 207 418 voicemail ringback 93 261 272 309 328 Check 90 Voicemail Ringback Number 93 voicemail ringback on off 328 voicemail rings user 150 Voicemail Server Directory 101 Voicemail Server PC 211 213 238 Identifying 88 Voicemail Server Speech Directory 101 voicemail service 32 113 Voicemail System 101 278 Voicemail System Files 101 Voicemail Telephone Numbers 264 Voicemail Transfer 404 Voicemail Trusted Source Access 93 Voicemail Type 88 Line 52 Set 52 Voicemail User Account 86 Create 72 voicemail works 271 VoicemailCollect 264 VoIP 52 Volume Change 83 VPNM 98 112 324 426 add 106 431 delete 106 431 Select 106 431 test 434 VPNM Preferences 434 VPNM Requirements 427 VPNM Setup Testing 434 VPNM Supp
142. 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 184 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 A set of 6 variables DBD 0O to DBD 5 for fields extracted from a current database record See Database Actions 250 The formats DBDx or DBD x are both supported wf Holds the DDI of the call if available Voicemail Pro 4 1 Holds the expected time to answer in seconds for a queued caller This time is based on the last 5 queued and answered calls for the same target in the last hour The variable can be used to speak the value as a prompt or to test the value in a condition Only available when using hunt group Queued and Still Queued start points w Holds the last DTMF key series entered For more information see Example Call Flow 265 Holds the locale setting for the call passed by the IP Office system See Changing the Language of Custom Prompts 304 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 queued caller Can be used to speak the position as a prompt or test the value in a condition Only available when using Queued and Still Queued start points The same as the ETA above but returns the esti
143. 172 243 294 Test Connection button 250 Test Connection Succeeded 250 Test User Variable 172 add 245 use 155 244 Test User Variable Action 155 172 244 245 test 359 Testing VPNM 434 VPNM Setup 484 text As String 364 text matching 377 text This 83 364 Text To Speech 81 82 83 86 102 198 370 Textphone 298 299 TIME 359 Voicemail Pro Installation and Maintenance IP Office Release 6 Time Check 263 TimeAndTrace 116 TimeCheck 262 263 timeout As Long 351 TimeQueued 157 280 TimeSystem 157 280 Title 121 366 370 372 Title Bar 121 TOC 105 313 Token Name 176 306 Touch 172 181 200 265 388 393 Touch Tones 172 265 388 393 Entering 200 Menu 181 tracing MAPI 116 Transfer 152 200 229 260 278 289 311 Transfer Action 152 172 221 223 265 295 Transfer action transfers caller 221 Transmit Wave Files check 111 Trusted Location 267 Creating 270 Trusted Source 93 264 310 TTS 82 83 157 198 359 364 choose 81 employing 82 includes 81 license 86 start 82 TTS Usages 81 TTY 15 298 302 default 299 see 297 set 299 setting 298 use 298 TTY Device 297 298 299 TTY Maintenance Patch 299 turn outcalling 404 turn outcalling off 404 turn outcalling on 404 Turn voicemail 261 329 Turn voicemail ringback 329 txt file 154 type matching 404 Typical 378 U UK English 418 UMSEventTracing 116 Un check Voicemail On 296 unchecking Voicemail On 90 un checking Voicemail On 94 undele
144. 18 Collect Used 150 152 Collect Callers Details 372 Page 438 15 601063 Issue 22e 16 May 2010 Collect Messages 264 Collect New Mobile Twinning No name 306 Collect Voicemail 93 261 274 COM 116 240 342 COM objects 116 compare 157 161 166 294 Avaya Scansoft TTS 81 Complex Mailbox Call Flow 299 Computer Management 115 Computer Management window 115 Condition For 161 163 164 Condition Actions 143 172 Condition Editor window 161 163 164 165 Condition Name 161 163 164 Conditions Actions icon 243 244 245 246 Conditions Editor 143 163 164 165 243 294 open 161 start 161 Using 161 Conditions Editor icon 163 164 Conference 228 282 Conference Capacity 282 Conference Finished 228 Conference Full 228 Conference Not 228 418 Conference Not Started 228 Conferencing 172 228 282 285 418 Conferencing Center 172 add 228 Conferencing Center Action 228 Configuration Actions 143 172 Configuration Actions icon 211 212 213 215 Configuration Includes 149 Configuration Includes window 149 Configure Debug Filters window Close 116 configure outcalling 105 312 313 404 Confirm Book Details 372 Confirm Call Flow Download Window 128 Confirm New Password 126 Confirm Voicemail Code 90 94 310 connection string open 250 Connection Tab 250 connection taking 358 construct 116 160 240 250 342 SQL 251 ConstructorTracing 116 contactable 418 ContactStore 25 Continue button 385 Continue Offline Message Window
145. 194 Set one of the 15 COUNTER variables to a specific value Set CPxx Value 195 Set the value of one of the 15 CP variables String Manipulation 196 Extract or change the string stored in an existing variable and save the result as a call variable Set I nterdigit Delay 197 Change the delay allowed between the dialing of digits for subsequent actions in a call flow Voicemail Pro Installation and Maintenance Page 184 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Basic Actions 4 4 1 1 Arithmetic Evaluation This Generic option allows an arithmetic operation to be performed on call variables The result is then stored in a selected call variable 157 For non numeric values the string can be changed using the String Manipulation 196 option Properties for Generic General Entry Prompts 2pecttic Reporting Results Select Generic command Select Generic command Anthmetic E valuation a mem mi 5 elect Variable For R esult Cancel e Select Generic command Arithmetic Evaluation e Select Variable For Result Select the call variable into which the result of the arithmetic calculation should be stored e Enter Expression to evalute The string entered here can include numeric values other call variables such as KEY and the f
146. 279 280 295 296 Still Queued Start Point 278 Stop processing message 383 Stop Recording 285 Structured Query Language 365 Sub Main 345 346 348 352 357 359 362 Subject 234 282 404 submenu 170 Submit 377 385 Subscriber 404 Subscriber Administration 404 Subscriber Lists 404 Page 447 15 601063 Issue 22e 16 May 2010 Success 207 250 251 252 253 265 348 success Then 348 Support Email Text Speech 81 Synchronise 172 255 256 Synchronize 255 256 278 280 Synchronize Calls 278 Syntax Check 240 342 Syntax Check button pressing 240 342 System gt System 298 System Configuration window 283 System Fax Number 99 388 389 390 392 393 system greeting 404 system greeting enter 404 System greeting used 404 system outcalling 404 System Parameters 359 System Preferences Select 98 System Preferences window 99 390 System Prompts 303 System Resources 96 System Retry Settings 105 313 System Settings 98 103 installed 110 System Status Application Open 96 see 96 System Times 105 313 System Tool 115 systems running 94 274 T tab gives list 93 TCP IP networking 24 telephone number including 93 Telephony Actions 143 172 Assisted Transfer 375 Dial 375 Telephony Actions icon 217 219 220 221 223 225 226 228 229 231 306 Telephony Handset 179 Telephony Operation Mode 329 Teletype 298 299 Telnet 60 temp backup mdb 34 Test Condition 160 163 164 172 294 add 243 Test Condition Action 160 163 164
147. 3 Issue 22e 16 May 2010 2 Installing Voicemail Pro Voicemail Pro 6 0 can be installed with the following IP Office systems running IP Office Release 6 software e 1P406 V2 e 1P412 e IP Office 500 e IP Office 500 V2 2 1 General Installation Requirements Here is a list of general requirements for all types of voicemail installation e A PC with IP Office Manager and Microsoft NET Framework versions 2 0 installed on it If NET 2 0 is not detected you will be prompted to install it before the Voicemail Pro installation proceeds e An IP Office Feature Key and if necessary ie for parallel and USB feature keys a PC running the IP Office Feature Key Server application Refer to the IP Office Installation Manual for details e Licenses based on the serial number of the IP Office Feature Key This should include e A license for Voicemail Pro and any additional voicemail ports is required If Voicemail Pro Server is installed without a license it will run for 2 hours and then shut down e Licenses for any other Voicemail Pro components being installed see Voicemail Pro Licenses 22 gt e IP Office Applications DVD Tips e Before you start to install Voicemail Pro it is advisable to check that the PC that you are using can connect to the IP Office unit and that you can load and save a configuration file using IP Office Manager e Switch off any PC and hard disk sleep power down suspend hibernation modes e The Voicemail P
148. 4 For external calls G0075 For external calls only G0076 For other calls G0080 G0081 G0082 For number engaged calls G0083 For no reply calls G0084 For the default greeting G0085 G0086 G0087 G0088 G0089 G0090 For the next G0091 Days G0092 For today G0099 Not configured 0100 G0101 G0102 G0103 G0104 You are not authorised for Outcalling When finished please hang up or T lt lt 0 NU CcC ct oO om 3 o J IO O 5 m ogo o iJ Q O D 2a gt ni O c 0 c F 7s 2 io gt S O10 Ty oO Ol S 2 rt Q Y oO S 5 IZ O ols IV You are selecting which messages will receive out calls For instructions on entering your outcalling number To return to the activity menu Subject to administrator restrictions HEHE O OO O m ta c Cc ICIS fed 2 jjo gt nii idi ie D O O 5 5 J oO O ct ctr 3 o D 2 gt O ms 10a g9 Q m O z O Z c o gt Cc 3 og e gt O Qa p e9 Q m lt W cr O 10 OQ c lt W rt 7 To activate for all calls To activate for external calls only To activate for internal calls only 3 O Cc Wn D rt 2 WN Q S D D c J Q a O s rt a gt D rt D 3 O s fan sS lt Q s D D ct 2 09 S J T 5 4 Q Please enter a number between Where zero will set the temporary greeting to not expire Please e
149. 4 7 9 Assisted Transfer Aa 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 signalling provided For example if the call is transferred using an analog line the IP Office can only assume that the call has been answered e On systems with IP trunks and extensions and especially within an IP Office Small Community Network there may be a short delay to connect the speech path when an assisted transfer is answered Settings 1 Click the j Telephony Actions icon and select R Assisted Transfer 2 The General 176 Entry Prompts 177 Reporting 18 and Results 183 tabs are standard tabs available to all actions 3 Select the Specific tab Properties for Assisted Transfer General Entry Prompts Specific Reporting Results Assisted transter to Mailbox 201 Source of transter displayed on phone Description displayed on phone a 30 F Set Caller Priority Low Notify Caller of Transfer to Target e Mailbox En
150. 42 VB Scripting add 240 342 VBS 345 VBScript 347 enter 240 342 Use 240 342 VB Script 348 verb gt record lt partofsp 83 Voicemail Pro Installation and Maintenance IP Office Release 6 Index Version 3 2 34 35 Visual Voice access 268 Visual Voice Button 268 VM Pro 81 82 240 342 365 VM Pro Database Interface 365 VM Pro Generic TTS 81 VM Pro ScanSoft TTS 81 VM Pro TTS 82 VM Pro VBScript 240 342 VM Server Specific 116 VMCol 268 Vmdata mdb 122 VMLite exe 36 vmp file 122 149 242 VMPro Database Interface 172 VMPro TTS 82 VMPro User Log 115 VMS API 116 VmsNotifyTracing 116 Voice Mail 182 223 418 Voice Mailboxes 347 Voice Question 172 223 234 280 add 209 preceding 184 Voice Question Action 172 209 223 234 Voice Recording Select 287 290 Voice Recording Administrators 284 Voice Recording Library 25 207 282 284 287 290 Voicemail Email settings 78 Voicemail Callback 309 Voicemail Channel Reservations 88 96 Voicemail Code 90 93 94 176 267 268 269 270 272 274 310 336 374 376 Add 317 voicemail code For 267 Voicemail Collect 159 260 261 262 265 267 268 269 274 306 317 375 376 Voicemail Collect Button 267 268 Voicemail Console 117 Voicemail Destination Leave 88 Voicemail Domain Account Creating 69 Voicemail Email 81 86 90 94 418 MAPI 102 Voicemail Email Mode Select 90 94 Voicemail Email Reading 86 90 voicemail functions call 150 Voicemail Help 90 94 Voicemail IP
151. 5 Sets che co Provides nm Started Started Started Started Automatic Woicemail Manual LacalSystem Automatic LocalSystem Manual LocalSysteri Manual LocalSystem Automatic LocalSystem 3 The Voicemail Pro Service should be visible Its Status should be Started and the Startup Type should be set to Automatic Other services may be present depending on the Voicemail Pro options installed The possible services are e Voicemail Pro Service This is the main Voicemail Pro service Normally this is the only service that needs to be stopped and restarted It will stop and restart the other services that it uses e VPNM Database Server VPI M Receiver and VPNM Server These services are used by the VPNM components of Voicemail Pro if installed and licensed 4 Close Services Setting the Voicemail Services or PC to Restart Automatically The following action is optional If there is some fault causing the Voicemail Pro service to halt that fault should be investigated and fixed however having the service or PC automatically restarted if possible will minimize the disruption to the Voicemail Pro users 1 Use the Windows control panel to select the Voicemail Pro Service 2 Right click on the service and select Properties 3 Select the Recovery tab 4 Use the options presented to either restart the service and or restart the PC should the operating system detect that the Voicemail Pro se
152. 5 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 7 1 1 2 EstimatedAnswer Property The EstimatedAnswer property returns the QTIM voicemail call variable This is the user s estimated time to answer within the queue in minutes and is only available for queued and still queued call flows e Owning object vmprov5 voicescript e String e Set This property is read only e Get A long containing the current value for QTIM For example Long Voice EstimatedAnswer Voicemail Pro Installation and Maintenance Page 345 IP Office Release 6 15 601063 Issue 22e 16 May 2010 7 1 1 3 LastAccessedMsg Property The LastAccessedMsg property returns the name of the last recorded message If the IP Office TUI is used then this will also contain the name of the last 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 7 1 1 4 Locale P
153. 57 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 A AND The condition is true when all the elements within it are true for example both A and B are true Hllor The condition is true when any element within it is true for example if the day is Monday or Tuesday RI 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 Voicemail Pro Installation and Maintenance Page 160 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Using the Voicemail Pro Client The Conditions Editor 3 20 1 Using the Condition Editor You can add elements 16t to existing conditions change the logic 162 of a condition and delete 162 elements and conditions To start the Condition Editor 1 Click the ie icon You can also open the Condition Editor by pressing F6 or click Administration gt Condition Editor 2 When the Condition Editor is started any existing conditions are shown In the example there are no conditions Condition Editor xj Help Cancel To add a new condition 1 Click the D icon in the toolbar The New Condition window opens 2 Enter the name for the condition and then click OK 3 The new condition is placed in the Condition Editor window The condition is repre
154. 75 Assisted Transfer Action 152 171 172 229 265 375 Assisted Transfer action transfers caller 229 Attach file 111 404 email 234 Attend 264 AuditTrail txt 213 audix 298 Audix TTY Interface User Guide 298 authorised Outcalling 404 Auto Attendant 96 393 Auto Recording Customizing 294 AutoAttend 159 Automatic 103 261 289 290 316 404 Automatic Message Deletion 103 316 Automatic Recording Options Setting 290 AutoRecord 294 Available Actions 172 Avaya Intuity 328 Avaya IP Office 228 284 Avaya IP Office Conferencing Center 228 Avaya IP Office ContactStore 284 Avaya Text Installing 82 Speech 82 Avaya TTS 81 82 Avaya TTS CD 82 Avaya voicemail 329 Avaya Scansoft TTS compare 81 B backupreg bat 34 Barred 96 317 Basic Actions 143 170 172 Between Offline Changing 125 BLF 263 incorporates 383 BLF Group Member 263 Boolean 353 362 Breakout 90 Broadcast 52 94 184 273 404 Browser 385 Busy result 265 Busy routes 220 Button Programming 268 Select 285 383 Button Programming tab 268 285 383 Button Programming window 285 C Calendar 160 161 163 Select 165 Calendar For 161 Calendar icon 163 Calendar window 163 Calender 165 Page 437 15 601063 Issue 22e 16 May 2010 call 26 34 52 81 82 90 93 94 96 99 103 105 121 122 128 144 152 154 155 157 159 160 163 164 165 166 170 171 172 176 177 179 182 184 198 200 202 203 205 207 208 212 213 215 219 220 221
155. 8 252 359 365 370 DbogView 116 DbogView window 116 DDI 157 388 incoming 394 Debug 116 Debug Filters 116 Debug Filters window 116 Debug View 116 Default Callback 93 310 Default Callback Start Point 310 default greeting 404 Default Language 303 Default Recording 289 Default Settings 104 296 Default Start Points 150 152 202 264 303 Default Telephony Interface 99 change 36 Page 439 15 601063 Issue 22e 16 May 2010 Default Collect 264 Default Leave 264 Default Queued 264 Default Still Queued 264 Delegate May 312 Delete Prompt 177 Delete Start Point 143 deselect 163 destructed 116 DestructorTracing 116 Details into Entering 372 Diagnostics 116 117 154 159 Dial In Source Numbers 93 DID 388 digit string 404 digit string starting 200 digits As String 357 digits including 217 404 Directories For 98 directory press 404 Directory View 115 Disable Mobile Twinning name 306 Disconnect Action 172 203 244 Disk Space 25 Disk Space Left 104 display string 356 DND 305 404 Do Not Disturb 213 261 305 404 418 Domain Name 111 112 DS 377 DSS 260 285 375 383 DSS button 375 DSS key 383 set 285 DSS key during 285 DTMF Data following 231 DTMF key 157 DTMF signalling received 99 390 DTMFF 394 DVD 284 DVM 264 E Edit icon 161 Edit menu 170 Edit Play List 152 172 177 184 add 211 Edit Play List Action 152 172 177 184 211 Edit Prompt 177 Edit Start Point 148 153 296 Edit Value 250 Edit voicem
156. 83 gt tags can be added to alter how the text is spoken For example when 123 needs to be spoken as one two three rather than one hundred and twenty three enter lt spell gt 123 lt spell gt Voicemail Pro Installation and Maintenance Page 82 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro Text to Speech TTS Installation 2 7 4 Text to Speech SAPI Controls Windows TTS engines use Microsoft s SAPI Speech Application Program Interface This includes the use of XML tags in the text to change how the text is spoken For example in the text This is the lt volume level 90 gt text lt volume gt to speak the items within lt gt brackets are XML tags used to change how the speech is spoken The following are samples of the SAPI XML controls supported by Voicemail Pro TTS Further information on SAPI 5 can be obtained from Microsoft support websites e Volume 84 Change the speech volume e Rate 84 Change the speech rate e Pitch 84 Change the speech pitch e Emph 84 Add emphasis to words e Spell 85 Spell out words and numbers literally e Silence 85 Add a period of silence e Partofsp 85 Change the usage of words Entering XML Tags XML tags can be used in two ways either nested or empty e Nest Tags Example lt volume level 90 gt text lt volume gt Nested tags consist of e An opening XML tag in the example above lt volume level 90 gt e The text to which the
157. 85 Requires Authentication 112 Requires TTS 157 172 198 RES voicemail 348 Resources 96 restore 404 Database 34 Registry 34 Voicemail Pro Installation and Maintenance IP Office Release 6 restorereg bat 34 Restrictions 52 404 result As String 363 result occurs 171 Result Property 348 results depending on 207 results includes 217 results represents 171 Results Tab 183 Retries 226 Number 105 313 Retrieving Data 366 Retry Interval 105 313 return counts 353 Ringback 272 309 Ringing 276 296 Root vmp 101 122 149 Rotat 377 Route Incoming 172 219 Route Incoming Call add 219 Route Incoming Call Action 172 219 Routing action 172 217 220 Routing Faxes 393 Run DbogView exe 116 Russian 81 S sample listing 179 samples 179 SAPI XML 83 SAPI 81 82 83 198 SAPI XML 198 samples 83 SAPI XML tags 83 modify 198 SAPI5 TTS 81 SAV 157 349 355 359 363 SAV voicemail 349 SavedMsgs 349 SavedMsgs Property 349 SavedResult 349 SavedResult Property 349 Say lt emph gt boo lt emph 83 saying 3001 83 Record 179 ScanSoft 81 82 ScanSoft TTS 81 SCN 52 Secretary 312 404 selected Basic Actions 170 Selecting Mailboxes 81 150 SelfSelect back 265 Send e mail 234 Send Message 404 418 send message press 404 Send messages via email 80 Send reporting 182 September 404 418 Series 150 157 170 272 285 366 372 378 379 Series Phones 272 Server Name 120 Server PC 81 99 116 389 390 392 server PC s 98
158. 99 Extns04 Extrn305 Fete an kae a i 0 add Start Points 0 eS oO Edit Start Points Edi rt Poin i Delete Start Points Oo 0 Clear Mailbox 0 Disable Mailbox View Mailbox Details i 216 0 0 0 299 0 0 0 304 0 0 0 305 0 0 0 aN mme p p m D m A m BA m B m E m SAA ma G m OA m GA o B ma G m BA m G mr NEVER ACCESSED NEVER ACCESSED NEVER ACCESSED NEVER ACCESSED NEVER ACCESSED NEVER ACCESSED NEVER ACCESSED NEVER ACCESSED NEVER ACCESSED NEVER ACCESSED NEVER ACCESSED NEVER ACCESSED NEVER ACCESSED NEVER ACCESSED NEVER ACCESSED NEVER ACCESSED NEWER ACCESSEN Disallowed Disallowed Disallowed Disallowed Disallowed Disallowed Disallowed Disallowed Disallowed Disallowed Disallowed Disallowed Disallowed Disallowed Disallowed Disallowed Disallowed Nicalleiaied Data Live Active Yoicemail Sessions 0 Time on Yoicemail Server 08 42 Free Space 106 2761 GB Total Space 149 048 GB mE pon p m B ma G mn B a B a S o S ma A m A m BA o GA m G m B m G m 15 x Exchange M Unlicensed Unlicensed Unlicensed Unlicensed Unlicensed Unlicensed Unlicensed Unlicensed Unlicensed Unlicensed Unlicensed Unlicensed Unlicensed Unlicensed Unlicensed Unlicensed Unlicensed Inhirensed When you right click on a mailbox a number of options are available Add Start Points Edit Start Points Delete Start Points If the mailbox has any customized call flow start points setu
159. AM 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 Plays out the specified number of old messages For example MSGN 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 CI D CLI DATE ETA KEY POS SAV TI ME 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 spe
160. Address 88 Voicemail Lite 90 93 94 264 317 328 329 418 close 36 Voicemail 36 Voicemail Pro 34 36 Voicemail Lite Folders Move 36 Voicemail Lite Installation Manual 94 317 Voicemail Lite Manual 90 Voicemail Lite Pro 88 Voicemail Mailbox 86 99 385 388 390 Voicemail Message 90 94 309 Page 449 15 601063 Issue 22e 16 May 2010 Voicemail Node 150 153 262 264 Voicemail On unchecking 90 un checking 94 Voicemail Outcalling 309 Voicemail Password match 99 voicemail PIN prompted 264 VoiceMail Pro System Overview 9 Voicemail Pro 1 2 6 215 246 Voicemail Pro 1 4 297 VoiceMail Pro 4 0 35 Voicemail Pro Actions 240 342 Voicemail Pro Administrators 121 126 150 Voicemail Pro below version 3 2 34 VoiceMail Pro Call Flow Start 32 113 Voicemail Pro CD contains 34 Insert 34 Voicemail Pro Client 121 126 283 324 393 change 98 Close 34 124 144 run 120 125 Start 34 36 284 use 99 Voicemail Pro Client Server 126 Voicemail Pro Client window 120 parts 121 Voicemail Pro Database Operation 365 Voicemail Pro detects 388 Voicemail Pro Dial 212 226 Voicemail Pro file 149 Voicemail Pro GUI Start 34 Voicemail Pro housekeeping 103 Voicemail Pro Installation 82 378 Voicemail Pro installation includes 82 Voicemail Pro involves 389 Voicemail Pro Login window 120 125 Voicemail Pro Module 260 263 265 306 Access 262 Voicemail Pro Networked Messaging 112 324 Voicemail Pro SelfSelect 265 Voicemail Pro Server 52 81 104
161. Call Flows window 34 Exporting Call Flows 144 extension 203 mobile twinning 306 extension press 404 418 External Location 270 309 external twinning 305 Extn View 394 F fax board 99 388 389 390 394 Fax Calls 99 200 388 390 Page 440 15 601063 Issue 22e 16 May 2010 Fax Calls Using Routing 393 Fax Forwarding 392 Fax Server Configuration 389 Fax Sub Addressing 99 390 Fax Use 394 faxnumber gt faxination com 392 faxnumber gt faxmaker com 392 faxnumber gt rightfax com 392 faxnumber gt zfconnector com 392 FaxPress 395 February 404 418 Fenestrae Faxination 389 392 file routing 385 finished working 124 FireEventTracing 116 First In First 103 Follow Me 213 305 404 418 For help press 404 Force Account Code 261 262 265 269 274 285 306 375 376 ForwardMsg 350 ForwardMsg Method 350 ForwardMsgToMailbox 350 ForwardMsgToMailbox Method 350 fr 346 Fran ais 303 Full Name 317 374 Changing 377 FullFilename 351 FullFilename Method 351 Func 285 FWD 184 G General Configuration system 105 313 General Configuration System Preferences 105 313 General System Preferences Changing 99 Generic Action 157 172 184 305 includes 273 Generic Text Installing 82 Speech 82 generic Text To Speech 82 Generic TTS 82 Get Mail Action 152 172 205 299 303 304 310 GetCallingParty 351 GetCallingParty Method 351 GetDTMF 351 GetDTMF Method 351 GetEstimatedAnswer 351 GetEstimatedAnswer Method 351 GetExtensio
162. 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 Voicemail Pro Installation and Maintenance Page 165 IP Office Release 6 15 601063 Issue 22e 16 May 2010 3 20 5 Compare The Compare element is used to add a variable that will be used to determine the call flow to be presented to the caller You can compare Voicemail Pro call variables 157 for example POS or ETA against each other or against a value you enter To add a condition element 1 Click the mm Element List icon in the toolbar 2 Click 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 COUNTERS lz Less than or equal to value E 3 Cancel e Value A Enter a value or use the drop down to select a call variable 157 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 g
163. Creating a Trusted Location If a user regularly accesses their voicemail messages from another extension or a number that presents a CLI such as their mobile or home number this extension or number can be set up as a trusted location To configure a trusted location 1 Open IP Office Manager 2 1n the Navigation pane click i User and select the individual user 3 View the Source Numbers tab 4 Add a V source number Enter the users extension number For example a user whose extension number is 214 wants to be able to collect their voicemail without entering their voicemail code A source number V214 would be entered Enter a different extension number For example a user whose extension is 214 wants to be able to collect their voicemail from extension 204 A source number V204 would be entered From now on when the user of extension 214 dials a short code from extension 204 they will not be prompted for their voicemail code Not supported for Intuity mailbox users Add a V source number containing the external telephone number For example V01923 38383 would be entered if the external number was 01923 38383 When the user dials the number set up as the Incoming Call Route to Voicemail from the trusted location they will not be prompted for their mailbox number or Voicemail Code See Giving Users Voicemail Access from an External Location 270 Not supported for Intuity mailbox users 5 Click OK to save the changes 6 Cl
164. Deleted messages are indicated as deleted but remain visible e The voicemail server does not actually delete messages until at least 24 hours after it was marked as deleted e Deleted messages are 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 Email client will cause the email to be copied to the new folder and the original message is shown as deleted in the IMAP folder e The Voicemail Pro housekeeping settings for automatic deletion of different message types New Read and Saved are still applied e IMAP cannot be used to send or forward messages to other voicemail mailboxes Voicemail Pro Installation and Maintenance Page 339 IP Office Release 6 15 601063 Issue 22e 16 May 2010 6 8 UMS Exchange 2007 UMS can be configured to use a users Exchange 2007 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 This option requires the Exchange 2007 server to include the Unified Messaging component lw Inbox Microsoft Outlook Se ee ae 3 File Edit View Go Tools Actions Help Type a question for help iNew lew fa x fh Reply Reply to All Forward A yr fan sj Send Receive fs G Search address
165. Enter remote prefix 4 Click OK to save the details and return to the VPNM configuration window To change details of a VPNM user L 2 In the Users for VPNM Server s section select the name of the user whose details need to be changed Click Modify You can change the user s full name the local extension number and the full telephone number Voicemail Pro Installation and Maintenance Page 108 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro Voicemail Pro Preferences 2 9 2 Control Panel Options To change the Voicemail Pro Server Preferences 1 Open the Windows Control Panel 2 Select Ez IP Office Voicemail Pro 3 The tabs and options within the tabs will vary according to the installed Voicemail Pro components Possible tabs are e SMTP Email Settings 112 If SMTP is the selected email mode for the voicemail server this tab is used to set the SMTP account details for the voicemail server e Email Settings 11t Voicemail Pro Installation and Maintenance Page 109 IP Office Release 6 15 601063 Issue 22e 16 May 2010 2 9 2 1 System Settings If IMS is installed the Systems Settings tab is available You can specify the level of service logging for the IMS Gateway Server service and the IMS Voice Server service Four levels of logging are available with increasing level of detail Typically logging is required only if IMS problems are being experienced and diagnosis is requ
166. Herbet The Rats J D Salinger The Catcher in the Rye JK Rowling The Harry Potter Books A A Milne Winnie the Poo Rudyard Kipling The Jungle Books Jonathan Swit Gullivers Travels Record 14 4 23 oF r LEd of 23 7 2 1 1 Retrieving Data from the Database The Bookshop_Welcome module allows callers to choose to search the database by either the books ISBN number or the author s name The screen below shows the call flow module used when a search by ISBN is selected The database actions that have been used are shown below the call flow diagram with details on the following pages Local W Yoicemail Pro Client Intuity Fie Edit Actions Administration Help EH amp d amp A PETAI EAA E Specific Start Points Modules gt BookShop_Search_ISBN fF Users semn Groups start Point a Make sure OB Still active aa a Short Codes icc lela Capture SBN ie cal Default Start Points Fale eG Timeout m a Voicemail Pro Administrators Se hi Request ISBN From DB Success i Failure 4 cm Get Book Details Buc BookShop_SystemProblem Is ae a Jat End oe BookShop_CurentB ook Buy Emy eae ETETE puol SBEN Mot Found oie BookShop CurentBookS peak Failure a ce 982 BookShop_Search_ ISBN ge BookShop_ SystemPrablem Hl Te Modules ofa BookShop welcome Tia BookShop_CurentBook5S peak Details 82 BookShop_Search_Author FA plat
167. Hide To column Apply changes Voicemail Pro Installation and Maintenance Page 338 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Mailbox Access Controls UMS Web Voicemail 6 7 UMS IMAP Most email clients that support I MAP display IMAP messages in a separate folder The contents of that folder are synchronized when the folder is viewed Note that the types of icons used and whether different icons are supported for different message statuses depends on the email client used mE File Edit wiew Tools Message Help ae HEA we G x amp s Folders it Outlook Express a Local Folders Ea Inbox me Outbox ei Sent Items a Deleted Items q Drafts El i voicemail Ta Inbox loa E Inbox Outlook Express E Subject Received FrtermahreieeaH am FR Res Retest aHa ey Extnzo1 Internal voice mail From Extn201 2401 2008 13 39 EY Extn201 Internal voice mail From Extn201 2401 2008 14 27 t Extn 01 Internal voice mail from Extn 01 12 02 2008 13 17 Extnzod Internal voice mail From Extn201 12 02 2008 13 20 all Ef Oo eo ee 6 messagels S unread m Working Online et No new messages The following should be noted about the IMAP folder view e New messages are presented as a closed envelope e Read messages are presented as an open envelope e Priority messages are indicated as such e Private messages are not indicated as such e Saved messages are not indicated as such e
168. IP Office lt Name gt is not available To leave a message wait for the tone A user can record their own greeting messages if required When new messages are received the user s telephone call display or IP Office Phone Manager application is updated to Show the number of new messages waiting If Voicemail Ringback is enabled the Voicemail Server calls the user s extension to attempt to deliver new messages when the user next 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 Phone Manager The default short codes can also be used The default short codes are e 18 To turn voicemail on e 19 To turn voicemail off e 48 To turn voicemail ring back on e 49 To turn voicemail ring back off 5 1 2 Forward Unconditional to Voicemail For IP Office 5 0 the option To Voicemail is available for Forward unconditional on the User Forwarding tab within the IP Office configuration 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 5 1 3 Transferring Calls to Voice
169. IP Office Release 6 15 601063 Issue 22e 16 May 2010 Using the Voicemail Pro Client Using the Navigation and Details Panes e Enabled During Time Profile Allows a user specific time profile for outcalling to be specified oi Account Personal Distribution Lists Outcalling Enabled Durning Time Frofile ha A os foo Desk For All New Messages E 17 fao Escalation List For sll New Messages C fis a0 Disabled e Enabled During Peak Time Use outcalling during the peak time 105 period defined on the voicemail server Mailbox Details ioj xi Account Personal Distribution Lists Outcalling Enabled During Peak Time Escalation List For New Priority Messages Peak Time from 09 00 to17 30 e Enabled During Prime Time Use outcalling during the prime time 314 period defined on the voicemail server ioii Account Personal Distribution Lists Outcalling Enabled Durning Time Profile T A os oo Desk For All New Messages E i7 30 Escalation List For All New Messages c fia 30 Disabled e Retry Times e System Use the default retry settings 105 configured on the voicemail 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 includi
170. IP Offices other than the central IP Office require either their own Advanced Edition license or this license e VMPro Networked Messaging Enables VPNM Voicemail Pro Networked Messaging functionality within Voicemail Pro This allows message exchange with remote Voicemail Pro systems and Avaya Interchange systems e VMPro TTS Generic This legacy license enables use of text to speech facilities using third party TTS software with Voicemail Pro One license per simultaneous instance of TTS usage For IP Office Release 6 this license is no longer used for user email reading The IP Office Advance Edition license also enables 8 ports of generic TTS e VMPro TTS ScanSoft This legacy licence enables use of text to speech facilities using Avaya supplied TTS software with Voicemail Pro One license per simultaneous instance of TTS usage For IP Office Release 6 this license is no longer used for user email reading Voicemail Pro Installation and Maintenance Page 22 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro General Installation Requirements Legacy Licenses The following legacy licenses are still supported by IP Office Release 6 e UMS Web Services This legacy license is used to enable UMS voicemail services support for users set to the Basic User profile Other users are enabled for UMS through their licensed user profile e VMPro Database Interface This legacy license enables 3rd part
171. IP address or domain name address of the Voicemail Pro server PC 6 1n Logon Information enter the user s extension number and voicemail code as the User Name and Password 7 Click Next Example Outlook Express 1 Select Tools and then Accounts Select Add and then Mail Enter a descriptive name such as Voicemail and click Next 2 3 4 Enter an email address This is not used but a value must be entered to move to the next screen Click Next 5 Set My incoming mail server is a to IMAP 6 In the Incoming server field enter the IP address or domain name address of the Voicemail Pro server PC 7 Enter a value in the Outgoing mail server field This is not used but a value must be entered to move to the next screen Click Next 8 For Account Name enter the user s extension number or name in the IP Office configuration 9 For Password enter the user s Voicemail Code 10 Click Next and then Finish Voicemail Pro Installation and Maintenance Page 40 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro UMS Web Services 2 4 2 Web Voicemail Installation Voicemail Pro 4 2 support web access to user mailboxes Users are then able to play their messages mark them as saved or deleted or forward messages to another mailbox Playback is through an IP Office extension or through the audio facilities of the PC oo k Mark Gallagher 4311 Logout Change settings gt T Trash From To Received
172. Installation and Maintenance Page 152 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Using the Voicemail Pro Client Start Points 3 16 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 153 renamed 153 or deleted 153 To add a start point for a User or Group 1 Either click Wiusers or Eicroups and then A The Adding a new window opens Alternatively right click F Users or Cicroups 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 Cshort Codes and then om The Adding a new short code window opens Alternatively right click Cishort 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 allow internal callers to access the start point To allow external callers access an Incoming Call Route should be setup with the
173. It uses the IP address of the Voicemail Pro server PC and runs on the standard IMAP port 143 The only special consideration is to avoid having any other IMAP server running on the same PC Licensing IP Office for Web Services UMS web services can be licensed in a number of ways by licenses added to the IP Office configuration D User Licensing User licensing is done as follows e Users whose Profile is set to Teleworker User or Power User can be enabled to UMS if required This requires Teleworker Profile or Power User Profile licenses e User s whose Profile is set to Basic User can be licensed using legacy UMS Web Services licenses Hunt Group Licensing Hunt groups are licensed by UMS Web Services licenses Start IP Office Manager Receive the configuration from the IP Office associated with the Voicemail Pro server In the Licenses section add the required licenses Merge the configuration back to the IP Office and then receive the configuration again In the Oe Licenses section check that the License Status of the licenses is now shown as Valid Start the Voicemail Pro client Select Help About The screen should list the Web Services as Started and should show the number of UMS licenses Configure Users for UMS L 2 3 4 J 6 Start IP Office Manager Receive the configuration from the IP Office system hosting the user Select i User and then select the required user Set th
174. LLING 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 End User a license within the scope of the license types described below The applicable number of licenses and units of capacity for which the license is granted will be one 1 unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User Designated Processor means a single stand alone computing device Server means a Designated Processor that hosts a software application to be accessed by multiple users Software means the computer programs in object code originally licensed by Avaya and ultimately utilized by End User whether as stand alone products or pre installed on Hardware Hardware means the standard hardware originally sold by Avaya and ultimately utilized by End User Voicemail Pro Installation and Maintenance IP Office Release 6 License types Designated System s License DS End User may install and use each copy of the Software on only one Designated Processor unless a different number of Designated Processors is indicated in the Documentation or other materials available to End User Avaya may require the Designated Processor s to be identified by type serial number feature key
175. M OCU an T 236 AO F G 616 a a Tne ere ene RN 238 458 5 Post DIA lecsecsncsentceaxeonecsadecsancousiaocketecxaiavieaartantes 239 48 6 VB SCHDE eian e ar A e 240 4 8 7 Remote Call FlOW siinssdinsivehsdecsincs a teaion 242 49 Condition ACTIONS scinni a a 243 4 9 1 Test COndition cccccceeecceceeeeeeeeeeeeeeeeeeeeeeeeas 243 4 9 2 Set User Variable ccccccccceeeceeceeeeeeeeeeeeeeens 244 4 9 3 Test User Variable ccccccssscsesssssesssssenerssens 245 4 9 4 Test Variable seriearen heactshancednneonetancrsur 246 4 9 5 Decrement and Test Counte 0ecceeees 248 4 9 6 Increment and Test Counte l cccccsseeeeeeees 249 4 10 Database ACtIONS cccccceeececeseeeceeeeeteneeeseeeeeaes 250 4 10 1 Database Open cccccccceccsssssseeeeeeeeeeeeeees 250 4 10 2 Database EXxe Cute ccccccceecccceeeeeeeseeeeeeeees 251 4 10 3 Database Get Datta eeceeeeeeeeeeeeeeees 252 4 10 4 Database CIOSE cccccceescecesseeceneeeteneeeeens 253 4 11 Queue ACTIONS iiassiseccs2cctoveccia lt dnaadadncatearneeuinndesaaceeabeceus 254 7a lt Pree TU 18 lB RP ere eee 255 AA 12 Queue POSMON cenie ees 256 5 Administration 5 1 Routing Calls to VOICEMAIL ccccceeeeeeeseeeeeeeeeeeeees 260 5 1 1 Routing Calls to Voicemaill ccceeeseeeeeeeeeees 261 5 1 2 Forward Unconditional to Voicemail 261 5 1 3 Transferring Calls to Voicemail
176. Mail Server box type the name of the SMTP mail server or use the name that is proposed This should be the fully qualified domain name 4 1n the Port Number box type the number of the receiving port on the SMTP mail server The default is 25 Voicemail Pro Installation and Maintenance Page 28 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro Server Client Installation 5 To enforce server authentication check the Server Requires Authentication box This is optional If you check it you also need to provide the Account Name and Password that need to be entered You can also choose whether or not to set the Use Challenge Response Authentication option 6 Click Finish An attempt is made to validate the email settings An error message is displayed when the attempt to connect with an SMTP server fails Click OK to acknowledge the message 20 You have now finished installing the Voicemail Pro server and client software 21 If doing a custom installation to install a specific Voicemail Pro feature refer to the appropriate section for details of any actions that need to be performed after the installation of the Voicemail Pro server software e Web Campaigns Installation 31 e Voicemail Email Installation 64 e UMS Web Voicemail 37 e IMAP Installation 38 e Web Voicemail Installation 41 e Exchange 2007 Installation 47 e Centralized Voicemail Pro 52 e Installing Text to Speech Features 81 e Voicemail
177. Manager and SoftConsole if set 2 Note that multiple failures to login correctly can cause your access to Web Voicemail to be locked for 1 hour If necessary Web Voicemail access can be unlocked using the Voicemail Pro administration client select w 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 J Le Pray Inbox 1 Trash From To Received on Brad Trower 4337 Mark Gallagher 11 July 2006 14 07 44 From To Message Brad Trower 4337 Mark Gallagher 2 3 H jib 2008 14 07 44 45s FG First lt Previous gt Next A Last i e The interface shows the messages in your mailbox Note that it is not updated in realtime To check if new messages have arrived in your mailbox since starting Web Voicemail refresh the browser view using the browser controls 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 Voicemail Pro Installation and Maintenance Page 336 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Mailbox Access Controls UMS Web Voicemail Message Types The following icons are used for different types of messages Unread message Read message Note th
178. May 2010 5 12 3 Outcalling Settings Using the Voicemail Pro client you can view and edit a user s outcalling 312 settings 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 users mailbox and right click on it Select the option Mailbox Administration 3 Select the Outcalling tab Mailbox Detaits aiolx Account Personal Distribution Lists Outcalling Enabled During Time Frofile os foo Desk For All New Messages B EE E Escalation List For All New Messages L fis E Disabled Retry Times Escalation List System Personalised e Destination Timeout secs Delay Mins Number of retes 15 Desk yf 15 Eo EA TN fo Retry Intervals Cancel Help 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 Mailbox Details 3 q ioj x Account Personal Distribution Lists Outcalling Enabled Always Escalation List For Hew Priority Mes Voicemail Pro Installation and Maintenance Page 322 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Administration Mailbox Management e Enabled During Time Profile Allows a user specific time profile
179. O a Oo s 0 U n N w 5 O ie O O s O lt D O s 0 U U rt O s D Q O s a h s O a gt D s D O s 0 U U m rt O ESS w lt O e9 Q ae O s 0 U U N gE r Messages Delivery scheduled Please enter new password Please note only IP Office subscribers can be specified by name No addresses identified Nothing to approve 2 Z OO rr irr ot f 5 c 5 210 FQ o D rrF D Passwords do not match please re enter new password No more messages 2 2 2 O IIO gt a 2 3 un ze D Io o v f Q 40 o No new messages Cannot step back Partial name deleted Niele lelelelelelelelelelelelelelele elelelielelelielelelelelelielelelel elelelelelelelelelelelele lelelelele O WO Ol O O O O o o o OTN NN NN OD DID ADO HO ON AUN UH A AA AIA ALA UU NIN NIN N e PLR RK RK RFP RPlirFlirF oO 0 0 e O N A U N e OUO NOOU wW OoOO NOOA WK OLoOlTa ODO GdDINID WN WI NIK BP ONO OOUOA O O ONO A W Ne O OO U Noon N Z O ct lt 2 02 Voicemail Pro Installation and Maintenance Page 405 IP Office Release 6 15 601063 Issue 22e 16 May 2010 WAV File Intuity Prompt Is not a public list 211 To 15 digits O Cannot modify another subscriber s list Please enter a new password To 15 digits Please enter password again for confirmation to delete the password you just entered press D
180. Office Manager Therefore all aspects of a user s telephony operation on the IP Office will default to the system s locale setting System gt System gt Locale However the user locale setting is transferred to the Voicemail Pro server during mailbox access and so will affect the prompts that are provided To change the user locale 1 Open IP Office Manager 2 1n the Navigation pane click i User and select the individual user 3 Select the User tab 4 Select the option Teletype Textphone in the Locale field 5 Click OK 6 Click ial to merge the configuration change back to the IP Office 5 6 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 required to type text using their text device For more information refer to the document User Guide for Audix TTY Interface 555 300 710 Voicemail Pro Installation and Maintenance Page 298 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Administration Support for Callers with Impaired Hearing 5 6 4 Changing the Language Setting for a TTY Device An alternative to setting the user locale as TTY is to change the us
181. Office VoiceMail Pro 3 2 35 IP Office Admin Suite window 36 IP Office application 272 IP Office Conferencing Center 172 IP Office ContactStore 284 IP Office Control Unit 235 Voicemail Pro Installation and Maintenance IP Office Release 6 IP Office Documentation CD 328 IP Office feature key server 18 IP Office Intuity 329 388 392 IP Office Intuity Mailbox User Guide 329 388 392 IP Office Mailbox Mode 36 278 374 376 IP Office Mailbox User Guide 279 see 328 IP Office Manager application 26 150 153 159 IP Office Manager User 52 88 IP Office Manager User Guide 88 see 52 IP Office Mode 94 205 207 261 274 418 IP Office No Answer Time 271 IP Office Phone Manager application 261 IP Office Settings 78 IP Office Small Community Network 52 IP Office TUI 346 IP Office User Guide 328 IP Office VoiceMail Pro 3 2 IP Office 4 0 35 IP Office Voicemail Pro CD 35 IP Office Voicemail Pro window 110 111 112 Upgrading 35 IP Office Wizard 242 IP Trunks 282 is eta 359 ISBN 366 caller matches 366 capture 366 matches 366 matching 370 store 3 72 ITU 226 231 374 IVR 252 365 according 418 IVR Database Connection 252 L Language Select 303 304 Language Setting Changing 299 Languages Prompts 15 302 Supported 15 302 Last In First Out 103 LastAccessedMsg 346 LastAccessedMsg Property 346 launch VB 362 Leave Mail Action 152 172 207 234 265 280 284 299 375 Leave Messages 172 264 Level Tone 418 Licenses Feature
182. Once the call flow has been created IP Office needs to be configured so that callers are transferred to the call flow In IP Office Manager the destination for the incoming call route is entered as VM Sales The incoming call route targets the voicemail module Sales As the call flow module name is the same as the hunt group name if voicemail is unavailable the call will automatically be routed to the hunt group The calls will not be lost but the callers will not have heard the announcement If calls are required to only be answered after they have 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 Voicemail Pro Installation and Maintenance Page 295 IP Office Release 6 15 601063 Issue 22e 16 May 2010 5 5 2 Personal Announcements Voicemail Pro 4 0 supports personal announcements that are played when a caller is queuing against a user s extension number A call will be held in a queue when the user s extension is busy before passing to voicemail if voicemail is available Personal announcements are enabled in the same way as hunt group announcements 276 but using the User Announcements tab in IP Office Manager e If the user requires announcements only voicemail should be turned off for the user e Start points can be amended to include other actions Voicemail Pro 4 0 allows personal announcemen
183. Outlook Voice Access Click Next lt 3 M4 Introduction O Extension Configuration Enable Unified Messaging Ld Completion Help Enable Unified Messaging Extension Configuration Automatically generated mailbox extension Manually entered mailbox extension Saat im l et SIP Resource Identifier Are iJ SMe tc contoso com For ar b4 dial plan this is the E 164 address of the use example 14255551 1 50 Automatically generated SIP resource identifier Manually entered SIF or E164 address lt Back Next gt Cancel Select Manually entered mailbox extension Enter a number that matches the digit length that was specified in the UM Dial Plan previously created The actual number entered does not need to match an IP Office extension only the length is important Select Next g Select Enable and then Finish Voicemail Pro Installation and Maintenance IP Office Release 6 Page 51 15 601063 Issue 22e 16 May 2010 2 5 Centralized Voicemail Pro A Small Community Network SCN consists of several IP Office telephone systems These are connected using H323 Lines where the Supplementary Services settings of the lines has been set to IP Office SCN For details refer to the IP Office Manager documentation Within a Small Community Network the following options for providing voicemail are supported e Centralized Voicemail 53 centai Centralized Voicemai
184. PC logon with the Voicemail account Right click the Outlook icon on the desktop and select Properties Select Add Highlight Microsoft Exchange Server and click OK Type in the Microsoft Exchange Server name and enter Voicemail in the Mailbox field Highlight the MS Exchange Settings Click Properties Highlight Microsoft Exchange Server Click Properties Click Check name and ensure the name is resolved If the name is resolved select Apply Click OK OK and Close to shut the Mail settings Do not continue until the name has been resolved correctly with the Exchange Server If the name is not resolved check the account details with the exchange administrator Open Outlook and select Yes to register Outlook as the default email application Select Tools gt Options Choose the Preferences tab Click Email Options Uncheck Save copies of messages in Sent I tems folder e You may want this option selected during initial setup and troubleshooting Due to the size of wav file message attachments deselect it once installation is complete Log on to the server PC using the account that will be used for the Voicemail Pro server From Outlook or Outlook Express send a message direct to an extension user If this message is received correctly continue with installing the Voicemail Pro software 2 6 2 2 6 Installing the VoiceMail Pro Software Log off and log back on using the Voicemail account and password L 2 ee Inst
185. Page 446 15 601063 Issue 22e 16 May 2010 Server Requires Authentication check 112 Service Fallback Group Out 275 service logging 110 session s 354 355 Set 203 mobile_twinning_number_ KEY 306 Set 203 twinning_type Internal 306 Set 203 twinning_type Mobile 306 Set MattR mobile twinning number 305 Set MattR twinning_type Internal 305 Set MattR twinning_type Mobile 305 Set Mobile No name 306 Set User Variable 155 172 245 add 244 Set User Variable Action 155 172 244 245 Set Voice 345 346 348 352 357 359 362 Set voicemail email 90 213 418 set Voicemail Email Mode 90 213 418 Set voicemail on off 213 SetLocale 362 SetLocale Method 362 SetMailboxMessage 362 SetMailboxMessage Method 362 SetRegister 362 SetRegister Method 362 SetResult 363 SetResult Method 363 SetSavedResult 363 SetSavedResult Method 363 setting tty 298 settings including 310 Setup exe CD 35 SetVariable 363 SetVariable Method 363 Short Code Start Points 153 262 264 Short Codes DVM 264 Shortcode 264 285 add 376 Silence 83 179 229 276 296 404 418 Silence Add 83 Simple Mail Transfer Protocol 104 Simple Mailbox Call Flow 299 Simple Network Management Protocol 104 Simplified Chinese 81 82 Simultaneous 81 Small Community Network 52 SMS 404 SMTP Email Protocol 71 75 SMTP email 35 98 112 SMTP Email Servers 112 SMTP Email Settings 98 Configuring 112 SMTP Server 112 Settings 77 SNMP 98 104 SNMP Alarm 98 SNMP Alarms 98 Setting 104
186. Perey Mess S Help Manage Send As Permission Userapps i Manage Full Access Permission 45 Disable Properties Remove Help bA Move Mailbox c The wizard for the mailbox Unified Messaging settings is started Enable Unified Messaging Introduction The selected mailbox will be enabled for Unified Messaging Upon completion an e mail message will be sent to the mailbox notifying the user that they have been enabled for PY introduction Unified Messaging The message will include the PIN and the number to dial to gain access to their mailbox By default an extension number and PIN are automatically generated You m Extension can also manually specify an extension number and PIN Configuration g Enable Unified Unified Messaging Mailbox Policy Messaging IP Office Default Policy Ld Completi aiii FIN Settings Automatically generate PIN to access Outlook Voice Access C Manually specify PIN Require userto reset PIN at first telephone logon cal Unified Messaging is a premium feature and requires an Exchange Enterprise Client Access License CAL to enable it forthe mailbox Help Back Next Cancel d For the Unified Messaging Mailbox Policy click on Browse and select the previously created dial plan Voicemail Pro Installation and Maintenance Page 50 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro UMS Web Services e Select Automatically generate PIN to access
187. Private Networked Messaging VPNM Installation 426 e Installing Voicemail Pro TTY Prompts 29 To Initialize the Voicemail Pro Call Flow 1 Select Start Programs IP Office Voicemail Pro The Voicemail Pro Client starts and the main window opens 2 Click the ce Save and Make Live icon 3 Select Yes The file root vmp is created and made available to the Voicemail Pro server This is the compiled non editable version of the editable call flow 4 Voicemail operation can now be tested from an extension by dialing 17 Voicemail Pro Installation and Maintenance Page 29 IP Office Release 6 15 601063 Issue 22e 16 May 2010 2 2 1 Modifying the Installed Components 1 Start the Windows Control Panel 2 Select Add and Remove Programs 3 Select IP Office Voicemail Pro from the list of installed applications 4 Click on Change 5 Select Modify and click Next 6 The Select Features menu is displayed The existing installed components are indicated by a tick mark 7 Select the additional components required for the installation 8 Not that de selecting a component will cause it to be uninstalled 9 Click Next 10 The process continues are a normal installation 27 gt Voicemail Pro Installation and Maintenance Page 30 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro Server Client Installation 2 2 2 Web Campaigns Installation The web campaigns component of Voicemail Pro requires IIS
188. Pro a module was added named SelfSelect 2 A Menu action was added The properties were set as e On the Touch Tones tab the Wait for a key press for option was set to 5 seconds This gives the action a Timeout result which can be used if the caller does nothing or does not have DTMF dialing 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 cal
189. Pro 5 0 no longer requires the IP Office to have an IP500 Upgrade Standard to Professional license e IP500 Voicemail Pro Ports 16 For IP500 control units the maximum number of licensable voicemail channels has increased to 40 e System Default Mailbox Breakout Numbers 88 Breakout numbers allow callers to select to be redirected to another destination while listening to a user s mailbox greeting Each user mailbox can have up to 3 possible breakout numbers set accessed by the caller dialing 0 2 or 3 IP Office 5 0 allows system default numbers to be set for each mailbox breakout These system defaults are then applicable to all user mailboxes unless overridden by a user s own breakout number settings e User Rights Mailbox Breakout Numbers User mailbox breakout numbers can also be set through user rights e Additional Breakout Number Support in IP Office Mailbox Mode The additional breakout numbers 2 and 3 are now supported on Voicemail Pro systems running in IP Office mailbox mode e Forward Unconditional to Voicemail 26 Within the IP Office configuration for a user s forwarding settings for Forward Unconditional the option To Voicemail can be selected This will override any forwarding number set and send calls immediately to voicemail when forward unconditional is enabled This option is supported with all IP Office voicemail types including Voicemail Pro e Small Community Network Fallback 5 Within an IP Office Small Community
190. Queued and Suspended e Attempts The number of times the voicemail 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 cal 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 9 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 Voicemail Pro Installation and Maintenance Page 139 IP Office Release 6 15 601063 Issue 22e 16 May 2010 3 11 3 3 User Variables The Voicemail Pro client allows you to define user variables for the system that are then useable 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 rr Within a call flow a lea Set User Variable 244 action can be used to set or change the value of a user variable This includes using the current value of a
191. Release 6 15 601063 Issue 22e 16 May 2010 4 11 Queue Actions iis 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 ai Queue ETA Action 255 Speak the caller s expected time to answer Queue Position Action 25 Speak the caller s queue position Voicemail Pro Installation and Maintenance Page 254 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Queue Actions 4 11 1 Queue ETA vate 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 278 Normally 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 calls are presented to a hunt group on the IP Office calls waiting to be answered are queue in order of
192. Release 6 15 601063 Issue 22e 16 May 2010 e Mixing calls of different priority is not recommended if Voicemail Pro is being used to provide queue estimate time to answer ETA and queue position announcements to callers since those values will no longer be accurate when a higher priority call is placed into the queue Note also that in such a situation Voicemail Pro will not allow a value already announced to a caller to increase e Notify caller of transfer to target Voicemail Pro 4 1 If enabled the caller hears Transferring to followed by the associated mailbox name of the destination if available or otherwise the destination number if it matches an internal extension number 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 Ge e Next This connection result is not used Assisted Transter Next No ANSEL Busy e No Answer This connection 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 MS CRM Call Data Tagging Call Data Tags enable advanced scenarios to be built around your Microsoft CRM 3 0 and Avaya Microsoft CRM Integration Solution In situations where CLI ANI matching is not sufficient you can add screening and specific data collection interactions with your customers using the Voicemail Pro The Voicemail Pr
193. SMTP Operation By default the Voicemail Pro server is configured for SMTP email mode However if required it can be switched between SMTP and MAPI mode Some options are not available if you are working offline You must be working online to use this feature To select the server email mode 1 Start the Voicemail Pro Client 2 Click rie Preferences and select General 3 Click the MAPI tab General Directories MAFI Housekeeping SNMF Alarm Dutcalling bapi Profile patee o Mapi Password 4 The Use Email Protocol settings allow you to switch Voicemail Pro between MAPI and SMTP e If MAPI is selected a valid MAPI profile and password must be entered in the fields above That MAPI profile must exist within the MAPI email client on the server PC and be useable by the account under which the Voicemail Pro service is running e If SMTP is selected the SMTP email account settings 112 must be entered 5 Click OK 6 Click Ge Save and Make Live Voicemail Pro Installation and Maintenance Page 65 IP Office Release 6 15 601063 Issue 22e 16 May 2010 2 6 1 2 Changing the Server SMTP Settings To configure the server SMTP email settings 1 Open the Windows Control Panel 2 Select IP Office Voicemail Pro The IP Office Voicemail Pro window opens 3 Click the SMTP Email Settings tab System Settings Path Settings Email Settings SMTP Email Settings SMTP Server Mail Server ymprol example com Port N
194. Set 236 This action was previously restricted to setting up a single non repeated alarm back to an internal caller s own extension The action has now been enhanced to allow the setup of alarms to other extension and repeating alarms e Clock Action 238 The clock action can now be used to say the time just once before moving to the next call flow action or to repeat the time until the caller presses a DTMF key or hangs up e Increment and Test Counter 24 Decrement and Test Counter 248 These two new actions have been added to the list of Condition actions They can be used to change the value of one of the 15 new COUNTER call variables and then branch the call flow if the new value matches a specified target value e Transfer 22 Assisted Transfer 229 These actions now include an option to change the caller s priority prior to the transfer e For the Transfer action transferring to a short code is now supported e Generic Action 18 The Specific tab settings of this action have been changed to allow the entry of generic commands by the selection from a list of commands and then completion of relevant parameters The resulting text string for the resulting generic command can still be displayed and edited if required or if a generic command not included in the parameterized command list is being used Call and User Defined Variables The following changes have been made to the call and user defined variables provided by the voicemail server
195. System wide automatic deletion delays can now be specified for new and old recordings These are separate settings from those used for new and old messages In addition the playback order for recordings first in first out or last in first out can also be specified e Voicemail Server Shut Down and Suspend Controls 122 The Voicemail Pro client can be used to shut down or suspend voicemail server operation In either mode voicemail is treated as no longer available by the IP Office Suspend mode can be canceled using the Voicemail Pro client after which normal voicemail server operation is resumed Shut down mode can only be canceled by restarting the voicemail service or the server PC The shut down and suspend processes are polite processes allowing existing calls to be completed while stopping new calls However if required the shut down process can be turned from a polite shut down to an immediate shut down Voicemail Pro Installation and Maintenance Page 13 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Installation and Maintenance Page 14 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro What is New in 6 0 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 installable Voicemail Pro prompts are listed in the table below The availability of a lan
196. TAS gr St id Go Ay AE ey et E e f i Es Specific Start Points Name IF Address Version Type Last Activity tC Default Start Points 2 forts EN3O00 MTEST1 192 168 42 201 5 0 15 0 vmPro 12 15 TA Voicemail Pro Administrators ENSO00 MTEST2 192 168 42 202 5 015 0 YmPro 12 14 E paler EE ENS000 VMTESTS 192 168 42 203 5 0 16 0 WmPro 12 16 i l i EMNS0OQOYMTEST 192 168 42 204 5 0 15 0 YmFra 12 16 Ez wa Detnbutsd Vowcemal QB IRs ee O A EN3000YMTESTS 192 168 42 205 5 0 15 0 VmPro 10 33 ENSO00 MTESTE 192 168 42 206 5 0 16 0 mProa 17 45 10th Jun 2009 a H t Modules Data Saved Active Yoicemail Sessions 0 Free Space 75 258 GE Total Space 149 048 GB Voicemail Pro Installation and Maintenance Page 142 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Using the Voicemail Pro Client Using the Navigation and Details Panes 3 12 Toolbar Icons The Voicemail Pro screen includes the following icons These may be grayed out according to which area of the Voicemail Pro screen is currently active viel N 2 Save as 122 j Preferences 98 e ng Basic Actions 204 ws User Defined Variables 155 amp Save and Make Live 122 e kl Mailbox Actions 20 d Cut 5 conditions Editor is K ion uration Actions 21 Ep ie EH copy Campaigns 378 IEP Tele hony Actions 21 ise Miscellaneous Actions 235 GF paste s Connection
197. Telephone including Visual Voice mailbox access is redirected to that email inbox as the store for voicemail messages Alternatively the user can access their voicemail messages using Outlook 2007 or any other mechanisms supported by Exchange 2007 Voicemail messages in an Exchange 2007 inbox are not visible to UMS IMAP and UMS Web Voicemail however Exchange 2007 provides its own Exchange mailboxes methods for IMAP and web browsing of Use of these options requires the user to be licensed either using an appropriate IP Office user profile license or the legacy UMS Web Services license Feature Web Voicemail Playback via PC Playback via User Extension Save message Wav to PC Forward messages to other voicemail mailbox Forward messages to other email mailbox Undelete manually deleted messages Mark message as unread Change voicemail password Show Message Types NE 0 Voicemail New Unread Old read Priority Deleted piayaceva pe O Playback via user enson C Undelete manually aetetea messages 7 Mark message as unre change volcemall password IMAP Client Exchange 2007 Ti Ti I MAP Client Exchange 2007 1 Exchange 2007 Unified Messaging supports the playback of messages through a range of options controlled and configured on the exchange server Voicemail Pro Installation and Maintenance IP Office Release 6 Page 37 15 601063 Issue 22e 16 May 2010 2 4 1 IMAP
198. 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 Non I ntuity Prompt Please enter extension and sign Good morning and thank you for calling Please key in the required extension number or hold the line for other options Good afternoon and thank you for calling Please key in the required extension number or hold the line for other options Good evening and thank you for calling Please key in the required extension number or hold the line for other options aa_06 Good bye and thank you for calling Press to accepted data 1 to hear the data 2 to delete the data 3 to delete the last character to accept the data and continue cmp_04 Press 1 to start again press 2 to rewind press 3 to abandon press 4 to delete press 5 to complete press 7 for previous field press 8 for start of current field press 9 for next field press to forward press 0 to pause press to rewind To be announced into the conference please speak your name and press when you have finished Your name is too short please try again conf 12 Oo YW Q fe fe z a L P OO O O O Ul amp UJ N e To join them in an immediate conference press 1 to accept 2 to decline and 3 if the delegate is not available Has requested conf_14 To join
199. XML 83 gt tags can be added to alter how the text is spoken For example when 123 needs to be spoken as one two three rather than one hundred and twenty three enter lt spell gt 123 lt spell gt Results This action has the following result which can be connected to a further action e Next Connect the result to a following action in the call flow z peak Text Speaking Variables to Callers Call variables can be used as prompts The value of the call variable will then be spoken This applies to all variables that are numeric values It also applies to NAM which will play the mailbox users 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 198 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 Voicemail Pro Installation and Maintenance Page 198 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Basic Actions e CLI Speaks the caller s CLI e RES Plays the current result if it is a wav file e VAR Plays the variable as a list of digits Voicemail Pro Installation and Maintenance Page 199 IP Office Release 6 15 601063 Issue 22e 16 May 2010 4 4 3 Menu Gam The Menu action allows you to specify DTMF tones for which you want to create connection
200. a Buy or Return this book Free Space 4 943 GB Total Space 9 766 GB a Voicemail Pro Installation and Maintenance Page 366 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Examples Database Connection Database Open Action The Database Open Action is used to link to the bookshop database ae N Hake sure OB 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 ES Data Link Properties x Provider Connection Advanced All Specity the following to connect to Access data ook Shop Data mdb Ed 2 Enter information to log on to the database User name Admin Password W Blank password Allow saving password 1 Select or enter a database name WAYS Custom ardP artuD ESB Test Connection Cancel Help Voicemail Pro Installation and Maintenance Page 367 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Database Execute Action The Database Execute Action contains a query against the open database in this example it concerns t
201. a Microsoft Exchange Fa Unified Messaging 5s cis Actions laaa Organization Configuratic aa Se Toe Unified Messaging ga Mailbox ry Client Access i Hub Transport ae Export Ust Role Version P Hub Transport Client Acc Version 8 1 Build 240 6 View k X ssal G Refresh El Raanient Contourstion Help ea Mailbox 3 You need to create a Unified Messaging dial plan a Expand the Organization Configuration and select Unified Messaging nx Action View Help de fall fe Unified Messaging UM Dial Plans UM IP Gateways UM Mailbox Policies UM Auto Attendants UM Dial Plan Digits Associated UM Servers gs New UM Dial Plan T New UM IP Gateway WA New UM Mailbox Polic HI Mew UM Auto Attend a Export List ga Unified Messaging E z Recipient Configuration fa Mailbox View d he Refresh b Select the UM Dial Plans tab and in the Actions list select New UM Dial Plan c The New UM Dial Plan wizard will be started ji New UM Dial Plan T New UM Dial Plan This wizard helps you create a UM dial plan for use by Microsoft Exchange Unified Messaging A dial plan is a grouping of unique telephone extension numbers P a A New UM Dial Plan Name Ld Completion lip Office Number of digits in extension numbers URI type Telephone Extension al VolF security Unsecured After you create a n
202. a button programmed to collect voicemail they can access their mailbox without entering their voicemail code e H lt Group Name gt Hunt Group Voicemail Indication Allows the user to receive message waiting indication for new group messages Enter H followed by the group name for example HMain for the group Main See Hunt Group Message Waiting Indication 272 e P lt Telephone Number gt Voicemail Ringback Number This entry sets the destination for callback outbound alert calls from voicemail Enter P followed by the telephone number including any necessary external dialing prefix for example P917325559876 This facility is only available when using Voicemail Pro through which a default Callback or a user specific Callback start point has been configured This feature is separate from voicemail ringback which alerts the user s own extension To add a source number 1 Open IP Office Manager 2 1n the Navigation pane click i User and select the individual user 3 View the Source Numbers tab 4 Click Add Source Numbers Source Number Add We10 Remove Edit a New Source Number GE Cancel Source Number 5 Enter the number in the Source Number field at the bottom of the window 6 Click OK and save the configuration file Voicemail Pro Installation and Maintenance Page 93 IP Office Release 6 15 601063 Issue 22e 16 May 2010 2 8 4 Hunt Group Settings Voicemail can be configured for e
203. a mailbox Modules gt OpenHours Start Point A Out of Hours Voicemail Pro Installation and Maintenance Page 156 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Using the Voicemail Pro Client User Variables 3 18 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 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 e When accessing voicemail prompts voicemail variables 157 can be used in both the path and filename for the prompt For example if prompts Greetingl wav Greeting2 wav etc are recorded an action set to play Greeting KEY wav would play the greeting prompt that matched the current value of KEY Speaking Variables to Callers Call variables can be used as prompts The value of the call variable will then be spoken This applies to all variables that are numeric values It also applies to NAM which will play the mailbox users recorded name prompt Numbers are spoken as a series of single d
204. a oO O O O Q e fe oO cinftc z 0 5 3 3 531 W153 O gt Io ole lo O me E Wn 5 813 Sia 5 oO Ff O N oD O mo m a e NU s vV W O R in n 3 fol a ct Cc gt 4 Q O To prevent callers from leaving messages press 1 You are administering call answer options Sorry the mailbox you have reached is not accepting messages at this time 3 o gt a O fed O ced ed o P g Wn rF O D ced lt g 3 OD Cp Cp ced Q OD Cp O qd Cp Cp e Call answer messages will be accepted To review or change your reach options press 7 Please enter an outcalling option to hear a list of options press 0 To following message was restored No message to restore To undelete last deleted message press U eep Voice file system is out of space oJ i 7 O gt a ct Cc gt gt co O Q O ct TT gt Q 3 a Wn Wn o Q gt Wn O 5 gt Wn Wn Please contact the administrator m ePieie ie PRP FP HP ePieie ie PRP FP HP ePieie ie m oO OlO Oo oO oO CO N N ON N N UW m You are getting your incoming messages Voicemail Pro Installation and Maintenance Page 411 IP Office Release 6 15 601063 Issue 22e 16 May 2010 WAV File Intuity Prompt 1462 1463 464 465 466 467 1469 1964 1965 1970 To listen to the message press Zero To reply to sender by voicemail press 17 To for
205. aL Voicemail Pro Installation and Maintenance Page 377 IP Office Release 6 15 601063 Issue 22e 16 May 2010 7 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 The results are then saved for processing later Each Campaign can include up to 21 questions Call processing agents can access a campaign 383 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 Voicemail Pro installation 27 gt If the Web Campaign was not installed it can be added by doing a custom installation and selecting the Web Campaigns component Voicemail Pro Installation and Maintenance Page 378 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Examples Campaigns 7 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 di Campaign Editor 2 The Campaign Wizard Introduction window opens Select the required activity e Create a new Campaign 379 This option takes you through a series of campaign wizard menus to set the campaigns settings e Modify an existing Campaign 380 This option displays a list of existing campaigns from which you can select the one you wish to modify You will then be taken
206. ach hunt group on the IP Office system This section looks at the basic voicemail settings For full details of other hunt group operation see Hunt Group Voicemail 27 Voicemail Answer Time For IP Office 4 0 the condition under which calls targeted to a hunt group go to voicemail has been changed to a timeout For calls waiting to be answered once this timeout expires the call is redirected to voicemail regardless of where it is in the hunt group Hunt Group voicemail Fallback Queuing voice Recording Announcements Mame F SECC Agent Group Extension 00 Ring Mode No Answer Time secs Overflow Mode Overflow Time secs OFF Hold Music Source Voicemail Answer Time secs nn See on Mo Answer User List Overflow Group List Extension Mame Group Mame Remove Remove Hunt Group Settings 1 Open IP Office Manager 2 In the Navigation pane click oy Hunt Group and select the hunt group 3 Select the Voicemail tab Hunt Group Voicemail Fallback Queuing Yoice Recording Announcements Voicemail On Voicemail Email d OFF Copy Forward Alert E Broadcast UMS Web Services e Voicemail Code Confirm Voicemail Code Enter a voicemail code between 1 15 digits in the Voicemail Code field This is required when users retrieve voicemail messages for the hunt group remotely for example from an extension that is not a member of the hunt group or from an external telephone e Voicemail E
207. achine Intuity mailbox owners have the additional option to define their own personal fax number instead of the system fax number Incoming calls are directed to Voicemail Pro and then Voicemail Pro redirects fax calls to a mailbox owner s personal fax number if one has been set For information mailbox owners should read the Intuity Mailbox User Guide To set the Voicemail Pro system fax number 1 From the Administration menu select Preferences The System Preferences window opens 2 Click the General tab Chent Sernver Connection Timeout min 5 Default Telephony Interface IP Office Yocemaill Password a ooo Min Message Length secs Max Message Length secs 3 120 Mas Cal AL Record Length Secs 3600 Play Advice on Call Recording Sistem Fas Number feature it disabled when empty E E e rw o o Use az Prefix W Enable Fax Sub Addressing 3 1n the System Fax Number box type the number of the general fax machine to which all incoming faxes are to be directed This number must match the number of the analog extension that is connected to the fax board of the fax server PC Intuity mailbox owners can receive fax messages into their mailboxes and set a preferred fax number to use instead of the system fax number As the administrator you still need to set up a system fax number to enable mailbox owners to set their own numbers A pers
208. against known user extensions hunt groups mailboxes and the contents of another variable This allows a number entered by a caller to be verified as matching an existing extension or hunt group prior to attempting a transfer to that number e Menu Action Invalid Input Handling 20 The Menu action has been enhanced It now includes a control for the number of retries for the caller to make a valid entry and an Invalid Input result for connection to following call flow actions Also prompts can be selected for playback whenever an invalid entry or entry timeout occurs e License and Service Status Display 166 When the Voicemail Pro client is connected to a Voicemail Pro server the Help About screen displays a list of the licenses being used by the Voicemail Pro server This license details include the validation status and capacity of those licenses The status of related services for example the UMS IMAP server are also listed e Call Variable Length Increase 157 Previously the length of values stored by call variables has been limited to 64 characters That maximum length has been increased to 512 characters e Outcalling Configuration In conjunction with Phone Manager 4 2 Voicemail Pro 4 2 allows users to adjust their outcalling settings through using a visual menu within Phone Manager Using the Phone Manager interface users can now apply a delay between each notification call in an escalation list Voicemail Pro Installation and Maint
209. ager and load the configuration from IP Office 2 1n the Navigation pane click i User 3 Select the required user 4 Select the Voice Recording tab Voice ecornding Record Outbound Record Inbound Used for auto recoraing Record Time Profile 214 Estn214 Manual Recording mail box 214 Extrnizl 4 M Yoice Recording Library Manual Auto Recording mail box Yoice Recording Library Auto 5 From the Record Inbound and Record Outbound drop down lists select the recording frequency required e None Do not record e On Record all calls if possible e Mandatory Record all calls If recording is not possible return busy tone to the caller e XX Record calls at intervals matching the set percentage eg for every other call for 50 e For inbound calls recording will not take place if the call also goes to normal voicemail 6 Specify the destination for the recordings By default this is a user s own mailbox 7 The Voice Recording Library options can be used only if a VRL application has been installed and licensed For more information see Voice Recording Library 284 8 Click OK 9 Click inl to send the configuration back to the IP Office Voicemail Pro Installation and Maintenance Page 290 IP Office Release 6 15 601063 Issue 22e 16 May 2010 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 1
210. ail 213 418 Element List icon 161 163 164 165 Elements icon 161 163 164 email Accounts 35 90 94 eMail Action 80 172 209 234 Email Gateway 395 email inbox 86 Email Messages Content 79 Email Protocol 71 75 Select 102 Email Reading 81 86 Email Settings 77 98 Voicemail Pro Installation and Maintenance IP Office Release 6 Configuring 111 Email TTS 86 102 e mails 86 Emph 83 employing TTS 82 Empty Tags 83 en MC_00 179 en MC_01 179 Enable Fax Sub Addressing Check 99 390 Enable Mobile Twinning name 306 EnableConnectionTracing 116 EnableFunctionTracing 116 EnableObjectTracing 116 EnableProxyTracing 116 EnableRefTracing 116 EnableTagTracing 116 EnableTracing 116 English Non Intuity Prompts 418 enter greeting 404 Enter greeting number 404 Enter outcalling 404 Enter outcalling number 404 Enter VBScript 240 342 entering matching digits 246 Entering Touch Tones 200 entry press 404 Entry Prompts list 177 Entry Prompts Tab 177 Entry Prompts window 278 296 enu custom getmail wav 304 EOC 1 418 EOC 2 418 Equisys Zetafax 389 392 Error Logging 68 errormessages him 317 EstimatedAnswer 345 EstimatedAnswer Property 345 Event Viewer application 110 Example Call Flow 207 243 265 375 Mobile 306 Example SAPI XML Tags 83 example Save 157 example Touch 181 example transferring 155 Exchange Connector 389 Execute Action 372 Existing Campaign Delete 379 expandable collapsible list contains 121 Export 34 144 Export
211. ail Pro General Installation Requirements Location ProgramFiles Avaya IP Office Voicemail Pro VM vmprov5svc exe Voicemail Pro VM VMPDBSvc exe Voicemail Pro VPI MClient exe Voicemail Pro VPIM vpimdbsvr exe Voicemail Pro VPI M VPIMReceiver exe Voicemail Pro VPIM VPIMServer3 exe Voicemail Pro Installation and Maintenance IP Office Release 6 UDP 50791 UDP 50795 ALL 50801 ALL 8089 Page 21 15 601063 Issue 22e 16 May 2010 2 1 2 Voicemail Pro Licenses The Help About 166 screen in the voicemail client can be used to check which IP Office the voicemail 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 For IP Office Release 6 support for Voicemail Pro is enable by the addition of a Preferred Edition license e Preferred Edition Voicemail Pro This license enables support for Voicemail Pro as the IP Office s voicemail server with 4 voicemail ports The Preferred Edition license allows the voicemail server to provide the services listed below Additional license can be added for additional voicemail features these are detailed separately This license was previously called Voicemail Pro 4 ports e Mailboxes for all users and hunt groups e Campaigns e Announcements for users and hunt groups
212. ail Pro will wait for the specified timeout period for the caller to dial a new value of KEY To enter a value without waiting for the timeout to expire the user can be prompted to enter a value and then press Voicemail Pro Installation and Maintenance Page 246 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Condition Actions 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 e No Match This result is used if no match is found nu Test Variable Variable e Timeout Specific This result is used when KEY is specified as the variable to match and no match occurs within levi ce the specified timeout period Hunt Group Voicemail Pro Installation and Maintenance Page 247 IP Office Release 6 15 601063 Issue 22e 16 May 2010 4 9 5 Decrement and Test Counter B Decrease the values of a COUNTER variable by 1 and then test whether its new value matches a target value Voicemail Pro 5 0 provides counter variable COUNTER1 to COUNTER15 These can be used in the same way as other variables They can also be manipulated using Generic 184 action commands for Set Counter 194 Clear Counter 190 Counter Decrement 19t and Counter Increment 19 gt They can also be used with the Decrement and Test Counter 248 and Increment and Test Counter 249 actions By default the initial value
213. ail 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 Voicemail Pro Installation and Maintenance Page 349 IP Office Release 6 15 601063 Issue 22e 16 May 2010 7 1 2 VBScript Methods 7 1 2 1 ForwardMsg Method This method can be used to forward a file or message to other mailboxes Method J oice ForwardMisg 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 name 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 CAMPAI GN 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
214. ail require the IIS web server on the voicemail server PC to be enabled e Windows 2008 Server IIS does not support legacy IIS applications such as Campaigns by default This is rectified by reinstalling IIS from the Windows installation disk and selecting Legacy IIS support e UMS Web Voicemail will install PHP is not detected as already installed Voicemail Pro plus IVR and or TTS Minimum PC Requirements Basic Voicemail Pro Operating System Support Hard Disk Free Space 2000 Server 2003 Server Pentium 2008 Server Celeron Client OS XP Professional Also allow 1MB per minute for message and prompt storage Vista Business Enterprise Vista Ultimate e If the database being queried is located on the VM Pro server the query speed of the database will be affected by the amount of memory available Please take into account the memory requirements of the database being queried Voicemail Pro and IP Office Customer Call Reporter Voicemail Pro and IP Office Customer Call Reporter can be run on the same server up to a maximum of 16 Voicemail Pro ports Supported on a Dual Core CPU of 2 4Ghz and higher The separate requirements of Voicemail Pro and Customer Call Reporter must be met Voicemail Pro Installation and Maintenance Page 20 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Ports Voicemail Pro Service VMPro Database VPIM Client VMPro VPIM DBSVR VMPro VPIM Receiver VMPro VPIM Server Installing Voicem
215. all the required Voicemail Pro software When the installation process requests a User Name and Password for the Voicemail Pro service enter the Voicemail account details Restart the server PC when requested and log on using the Voicemail account When SMTP email details are requested enter no values and ignore the error message following the SMTP check Start the Voicemail Pro Service 32 gt Check that the basic voicemail services start and operate correctly Switch Voicemail Pro to MAPI 71 gt 2 6 2 2 7 Switching VoiceMail Pro to MAPI By default the Voicemail Pro server is configured for SMTP email mode However if required it can be switched between SMTP and MAPI mode Some options are not available if you are working offline You must be working online to use this feature To select the server email mode 1 Start the Voicemail Pro Client 2 Click tr Preferences and select General Voicemail Pro Installation and Maintenance Page 75 IP Office Release 6 15 601063 Issue 22e 16 May 2010 3 Click the MAPI tab General Directories MAFI Housekeeping SNMF Alarm Dutcalling Wapi Profile pe oo oO Mapi Password Use Email Protoca C SHTP E MAPI 4 The Use Email Protocol settings allow you to switch Voicemail Pro between MAPI and SMTP e f MAPI is selected a valid MAPI profile and password must be entered in the fields above That MAPI profile must exist within the MAPI email client on the se
216. all variable 157 e For IP Office 5 0 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 phone if internal Type the required text directly or use the browse button to select the text that should be used including using a the value of a call variable 157 e Description displayed on phone The text description to display on the destination phone if internal Type the required text directly or use the L browse button to select the text that should be used including using a the value of a call variable 157 e Set Call Priority Voicemail Pro 5 0 If selected the caller s priority can then be set to Low Medium or High A call variable 157 set to 1 2 or 3 can also be used to set Low Medium or High priority respectively e When calls are presented to a hunt group on the IP Office calls waiting to be answered are queue in order of priority and then longest waiting By default internal caller s have 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 Mixing calls of different priority is not recommended if Voicemail Pro is being used to provide queue estimate time to answer ETA and queue position announcements to callers since those values will no longer be accurate when a higher priority call is placed into the queue Note also that in such a situatio
217. also be confusing having two actions within a module with the same name e Description Use this field to enter notes about why the action is being used or other information that may be needed For Voicemail Pro 6 0 the text in the Description field can be used with TTS to automatically generate a prompt see Using the Wave Editor 179 e Pin Each action can be protected by a PIN number The PIN number can be the voicemail code of the presumed user To do this enter a symbol For example entering would force the caller to dial their voicemail code entering 104 would force the caller to dial 104 followed by their voicemail code Properties for Generic a a3 x Entry Prompts Specific Reporting Results Token Name Generic Description Voicemail Pro Installation and Maintenance Page 176 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Standard Action Tabs 4 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 157 can be used in both the path and filename for the p
218. another client from connecting Voicemail Pro Installation and Maintenance Page 99 IP Office Release 6 15 601063 Issue 22e 16 May 2010 e Default Telephony I nterface Select the mailbox operation mode for all mailboxes The options are IP Office 33 mode or Intuity 330 emulation mode e Voicemail Password A voicemail password is optional for the voicemail server is optional If you set a password here it must match the Voicemail Password configured within the IP Office s security settings See Identifying the Voicemail Server PC 88 e Min Message Length secs Voicemail Pro 5 0 By default the minimum message length is 3 seconds in IP Office mailbox mode 0 seconds in Intuity emulation mode This field allows the minimum length to be set between 0 and 10 seconds Messages under this length are deleted immediately e Max Message Length secs This value sets the maximum length for messages The default message length is 120 seconds The maximum message length is 3600 seconds 60 minutes 1 minute equals approximately 1MB of disk space e Max Call VRL Record Length secs This value sets the maximum recording time for recorded calls The default and maximum length is 3600 seconds 60 minutes e Play Advice on Call Recording If selected an advice warning is played whenever call recording is started advising the callers that their call is being recorded This may be a legal requirement in some countries and so should not be disable
219. answer is 5 minutes If used elsewhere such as in a condition returns the ETA in minutes as a simple numeric value e POS Queued Callers Queue Position If used in a prompt list will speak the caller s queue position for example You are in queue position 2 If used elsewhere such as in a condition returns the caller s queue position as a numeric value e TimeQueued IP Office 4 1 and Voicemail Pro 4 1 Holds the length of time in seconds that the call has been part of a particular hunt group queue Only available when using Queued and Still Queued start points e TimeSystem IP Office 4 1 and Voicemail Pro 4 1 Holds the length of time in seconds since the call was presented to the IP Office system Only available when using Queued and Still Queued start points Voicemail Pro Installation and Maintenance Page 280 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Administration Hunt Group Voicemail The importance of these variables is that instead of or in addition to customizing the queue call flow for all queued callers you can customize the actions for callers whose ETA or position match selected criteria The screen below shows an example of a queued call flow that uses a condition to test the value of POS for the queued caller Success Failure This condition is TRUE if Value 4 POS lz Greater than Value B 4 a Modules pr AutoRecord a OF Cancel Help a Outen aes
220. ar value F Test User Variable Action 245 Test the value of a variable e X Test Variable Action 246 Check if user dialing matches set digits a Increment and Test Counter 24 Increment a COUNTER variable and then test whether is matches a specified value ri Decrement and Test Counter 248 Decrement a COUNTER variable and then test whether is matches a specified value 4 9 1 Test Condition ail E The Test Condition action allows the current state True or False of a condition setup through the Conditions Editor 160 to be checked Settings tal tal 1 Click the i Conditions Actions icon and select i Test Condition 2 The General 176 Entry Prompts 177 Reporting 182 and Results 183 tabs are standard tabs available to all actions 3 In the Specific tab complete the fields with relevant details Which Condition does this action test Return the result of the following condition x e Return the results of the following condition Allows a selection to be made 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 28 e User Defin
221. are shown Voicemail Data Restore Restore for Yoicemail data started on 15 Oct 2009 07 49 05 Backup Directors C Program Files 4avayaslP OfficesYorcemail Prov Backups S cheduleds mmediatesvMPro Backup 15102009074847 _Immediate Backup Taken on 15 Oct 2009 07 48 47 Backup Type Immediate 15 Oct 2009 07 49 06 Yoicemalls restored successfully YHFro Data Restore completed successtullp 8 If the restored settings include call flow changes or server settings different from those currently being used by the sever the restored settings are not used until after a Save and Make Live action Voicemail Pro Installation and Maintenance Page 148 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Using the Voicemail Pro Client Including Other Files 3 15 Including Other Files In some special circumstances it may be necessary to include the settings of an existing vmp file into the Voicemail Pro settings To include other files 1 From the File menu select Includes The Configuration Includes window opens x Configuration Includes Please add or remove any file inclusions NE these files paths are relative to the Yorcemall Server directory C Program Files 4yayaslP Offices Yorcemall Prov hs Update Cancel Help 2 Click SF the New Include File opens 3 Select a file to include 4 Click Open 5 Click Update to update the Voicemail Pro file settings Notes e If you use includ
222. 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 Voicemail Pro Installation and Maintenance Page 342 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Examples Using VB Script Results This action has the following results which can be connected to further actions Cx VBScript This action has two results Success or Failure Success Failure Voicemail Pro Installation and Maintenance Page 343 IP Office Release 6 15 601063 Issue 22e 16 May 2010 7 1 1 VBScript Properties The following properties can be accessed within VBScripts Note that unless otherwise stated they are session based The data is specific to a particular Voicemail Pro call and does not persist between calls Voicemail contains various state variables that are associated with a specific interaction with voicemail The call variables listed map to properties associated with the object e NAM 347 read only See Name Property 347 e CLI 345 read only See CallingParty Property 345 e RES 348 read write See Result Property 348 e VAR 349 read write See Variable Property 349 e SAV 349 read w
223. ark Gallagher Mark Gallagher Mark Gallagher Mark Gallagher Mark Gallagher Page 332 15 601063 Issue 22e 16 May 2010 Mailbox Access Controls Phone Manager e Configuration Preferences Through the Phone Manager many user settings for voicemail can be accessed and changed Configure Preferences CompactMode Date amp Time Setting Clock Type Instant Messaging o Queue z rat Door Release Agent Mode ee Short Cut Keys ra Screen Pop Forwarding Da Not Distur Telephone Phone Manager f voicemail voicemail Ringback Breakout Mumber o Transter Caller To Transfer Caller To Transfer Caller To Lance Voicemail Pro Installation and Maintenance Page 333 IP Office Release 6 15 601063 Issue 22e 16 May 2010 6 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 The menu provide the user with options to listening to messages leaving messages and managing the mailbox It is Supported on most Avaya phones with multi line displays more than 2 lines and programmable buttons Access to visual voice can be provided in a number of ways e Assign a programmable button to the function Visual Voice For full details on button programming refer to the IP Office Manager doc
224. art the Voicemail Pro client on the same computer as the voicemail server it will assume that you wish to manager the server and will automatically load its settings You will have full access to all the servers settings you do not need to login with an administrator account 126 name and password You can change to offline mode 125 if required or select to login to a remote server using the process below To connect to a remote voicemail server you will need to login using the name and password of an administrator account 126 already configured on that server By default no administrator accounts are configured on voicemail servers Therefore initial configuration must be done locally To start 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 Voicemail Pro client is running on the same computer as the voicemail server then you do not need a user name and password to log in It will be assumed that you are using an administrator account with full access to all settings The current settings and configuration of the Voicemail Pro server are automatically loaded into the Voicemail Pro client e If you are using the Voicemail Pro client on a computer other than a voicemail server the client will start in offline mode To login to a remote voicemail server you will need to login using an administrator account 126 already configured on the server The a
225. as New in 5 0 e UMS Exchange 2007 47 A UMS licensed user configured to use Exchange 2007 as the Voicemail store by setting the Voicemail to email forward option will have their voicemail messages delivered into Exchange and will still be able to get access to the voicemail messages via the Telephone User Interface TUI and Visual Voice as well as being provided access by Exchange Compatible applications using interfaces such as Exchange Web Services or the Exchange I MAP server Please note the VMPro Web Services or the VMPro IMAP server will only present messages in the Voicemail Store therefore in the instance where the voicemail messages have been forwarded on to another mail store these messages will not be presented by these interfaces Mail stores such as Exchange 2007 provide their own methods for IMAP and Web browsing which would then be the interfaces of choice Call Flow Actions The following changes have been made to Voicemail Pro actions e Whisper Action 223 Two new options are now provided by the Whisper action The action can now be used requiring a caller recording The transfer target is still able to accept or reject the call but will do this based on the displayed text and the prompts pre recorded with the action when it was setup Whisper calls can also be used with auto accept When selected after hearing the caller s recording and the action prompts the call is automatically connected to the transfer target e Alarm
226. at Play Group Parameter Name Configurati on Action of 0 Off or 1 On absent_set_ J X Text added to the end of the Absent absent_text Message when the Absent State is on O Off or 1 On enable_comfort_annou ncements O Off or 1 On do_not_ disturb ud O Off or 1 On exdirectory Absent Message O None 1 On vacation until 2 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 LO Back tomorrow 11 Custom Absent State Absent Text Do Not Disturb Ex Directory Forward Unconditional 4 O Off or 1 On forward_unconditional Forward Number The destination number for the users _ forward_number Forward Unconditional when that option is on O Off or 1 On forward_busy O Off or 1 On forward_na O Off or 1 On Used with Forward forward_hg Unconditional Forward on Busy Forward on No Answer Forward Hunt Group Calls Forward on Busy Number Mobile Twinning Number Twinning Type The destination number for the user s forward _busy_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 Mobile indicates or sets twinning on twinning type any other value indicates or sets mobile twinning off
227. at 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 of the Trash folder Moving a deleted message out of the Trash folder automatically changes it to read Saved message Setting a message as saved stops it being automatically deleted after a period of time Priority message This icon is added the message icon to indicate that the caller has set the message as a priority message Controls L 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 m 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 EA Mark as unread Change the status of the selected messages to unread Changing the status of a messa
228. atabase Open Success Failure e Failure This result connection is used if the database cannot be opened Voicemail Pro Installation and Maintenance Page 250 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Database Actions 4 10 2 Database Execute Eji The Database Execute action performs an SQL query on a database opened on a preceding Database Open action An SQL query that is generated by the Database Execute Action does not support spaces in field or table names To avoid problems in a Microsoft Access database it is advisable to avoid using a field name that has the same name as its field type For example you should avoid using the name Number for a number field e In addition to the normal licenses for Voicemail Pro 2 use of database actions requires the IP Office system to have an Advanced Edition license For systems upgraded to IP Office Release 6 existing legacy VMPro Database I nterface licenses can still be used Settings 1 Click the Database Actions icon and select EJ Database Execute 2 The General 176 Entry Prompts 177 Reporting 182 and Results 183 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 You must ensure that any data included in the query matches the data type number integer or text of the field it is being used to query Values being used to query a text f
229. ation For full details refer to the IP Office Intuity Mailbox User Guide Enter mailbox and password tt Addressing Record message Enter address and press Cancel address 3 Name Number addressing 2 Stark Stop Recording 1 Use Mailing List 5 Rewind 2 Hear all addresse Replay 5 Finish addressing Advance amp Record 1 Get messages 2 Playback 23 Greetings 3 m gt o m Mark as private 1 Outgoing 4 pee Mark as priority 2 Personal 5 a ponies Outcalling 6 f F le a copy scan 7 al Include a fax 5 Reply F d 1 Transfer 6 Packer oo Send wata Skip to previous 2 Directory 6 Pause Resume 3 Relogin 7 Louder 4 Replay header 23 Back 5 Restart 5 Call sender 0 Advance G Reply without orginal 16 Reply with orginal 19 Forward with comment at start 2 Foward with comment at end 3 Save and skip category send another message 4 save and olay nest H Play nest 4 Erase and play nest 3 Undelete 2 Print tax 1 0 Listen 1 Edit Greetings 3 Personal Greetings Replay 0 Listen to greetings 0 Review status 2 Create change or delete 1 Record d Scar all 2 Delete 3 Activate greeting 3 Save Adminster call types 4 3 4 Greetings Call Types 5 Personal Options All calle 1 Wailing lists 1 Internal calls 2 Personal directory 2 External calls 3 Fax
230. 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 connected to a further action E Fost Dial e Next Connect the result to the required action Voicemail Pro Installation and Maintenance Page 239 IP Office Release 6 15 601063 Issue 22e 16 May 2010 4 8 6 VB Script FF The VB Script action allows an administrator to construct additional call flow logic using VBScript commands and various properties 344 and methods 356 When a VBScript action is executed the voicemail server allows the script up to 1 minute to complete execution If execution of the script takes longer then it is terminated by the voicemail server and the action s Failure result path is used e In addition to the normal licenses for Voicemail Pro 22 use of VBScript requires the IP Office system to have an Advanced Edition license For systems upgraded to IP Office Release 6 existing legacy VMPro VB Script licenses can still be used Settings P 4 1 Click the Miscellaneous Actions icon and select VB Script 2 The General 176 Entry Prompts 177 Reporting 182 and Results 183 tabs are standard tabs available to all actions 3 Select the Sp
231. ax calls See Routing Fax Calls Using a Menu Action 395 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 39 Voicemail Pro Installation and Maintenance Page 388 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Examples Fax Server Configuration 7 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 Fas Server Exchange Server with Analog Fas Board The fax server is configured to distribute faxes to exchange server mailboxes based on the original DTMF fax sub address that is passed by Voicemail Pro For the fax server and Voicemail Pro to interact specific user rights are needed If the PC that is being used as the fax server uses an analog fax board the fax board must be connected to an IP Office analog extension POT port The sections that follow explain how to configure a fax server to work with Voicemail Pro The information provided assumes that e The fax server software is installed e The hardware is installed and connected to an IP Office e The Exchange Connector is installed and configured For details of system require
232. ayed to the caller Requires TTS to be installed and licensed Sat gam Menu Action 200 Branch the call flow according to the phone buttons presses made by the caller Goto Action 202 Go to another start point Oey F Disconnect Action 205 Disconnect the call Ti Home Action 203 Return to the start point Module Return Action 20 Return to the start of a module 4 4 1 Generic ep The Generic action can be used to play a prompt to the caller It can also be used to enter custom commands for the voicemail server The maximum length for the string is 128 characters Voicemail Pro 5 0 allows generic commands to be entered 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 Arithmetic Evaluation 185 Perform a mathematic operation on existing variables and save the result as a call variable Change Caller s Priority 186 Change the priority of a call before it is presented to a hunt group Change User or Group Configuration 187 Get or change the current status of a range of user and hunt group settings Clear Counter 19 Return one of the COUNTER variables to 0 Counter Decrement 19t Decrement one of the 15 COUNTER variables Counter Increment 192 Increment one of the 15 COUNTER variables Generic Free Format Command 193 Enter a command as a plain text string Set Counter
233. back Default Off When on if the user has a new message the voicemail server can call the user s extension whenever the extension changes from off hook to on hook The voicemail server will not ring the extension more than once every 30 seconds e Voicemail Email Default Blank No voicemail email features This field is used to set the user or group email address used by the voicemail server for voicemail email operation When an address is entered the additional Voicemail Email control below are selectable to configure the type of voicemail email service that should be provided e Use of voicemail email requires the voicemail pro server to have been configured to use either a local MAPI email client or an SMTP email server account See Voicemail Email Installation 64 e The use of voicemail email for the sending automatic or manual of email messages with wav files attached should be considered with care A one minute message creates a 1MB wav file e Voicemail Email Default Off If an email address is entered for the user or group the following options become selectable These control the mode of automatic voicemail email operation provided by the voicemail server whenever the voicemail mailbox receives a new voicemail message e Users can change their voicemail email mode using visual voice 334 If the voicemail server is set to IP Office mode 33 user can also change their voicemail email mode through the telephone prompts The a
234. based on whether a selected call variable 15 gt 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 Sj Telephony Actions icon and select EJ Variable Routing 2 The General 176 Entry Prompts 177 Reporting 182 and Results 183 tabs are standard tabs available to all actions 3 Select the Specific tab Route by Yanable Select a Yarnable CLI Mumber of the caller Does the Warnable match any of the following numbers oP OX 01707364725 01707 4625 4329 Per e Select a Variable This drop down is used to select the call variable 157 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 SF 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 dig
235. be configured to send alarms These alarms can be sent from the IP Office using SNMP SMTP email or Syslog alarm formats This tab is used to sets the levels at which the voicemail server will indicate to the IP Office to send an alarm To set up disk space and recording time alarms 1 Display the main Voicemail Pro window 2 From the Administration menu select Preferences gt General 3 Click the SNMP Alarm tab General Directories MAP Housekeeping SNMP Alarm Outcalling Alarm Threshold Unit Disk Space lett Mb Alarm Threshold Level BU Default Settings Note The Alarm Threshold Level has a value in terms of the unit selected as Alarm Threshold Unit e g 60 MB or 60 min 4 Choose the Alarm Threshold Unit either Disk Space Left MB or Recording Time left minutes 5 In the Alarm Threshold Level box type the number of units minutes or MB left at which SNMP alarms are to be triggered The minimum is 11 This value also sets two further SNMP alarm levels which are e Space OK Alarm This alarm is triggered when the amount of available space returns to above a level set at Alarm Threshold Level plus 30 e Critical Alarm This alarm is set at 30 or when the Alarm Threshold Level is less than 40 at Alarm Threshold Level minus 10 Currently the critical alarm value will decrease in accordance with the above rule Note however that it does
236. being given to weekly over daily and monthly over weekly e The Location field for a backup can be a local file path or a remote file path specified in UNC format ie server filepath Remote drives mapped to the server cannot be used 3 Click OK to close the backup settings menu 4 Click OK to close the housekeeping preferences 5 Click Ge Save and Make Live and select Yes Voicemail Pro Installation and Maintenance Page 146 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Using the Voicemail Pro Client Backup and Restore Settings 3 14 2 Doing a Manual Backup From the Administration menu select Preferences gt General 1 Click the Housekeeping tab A summary of the last run backup and the next scheduled backup are listed at the bottom of the menu 2 Click on Backup Now Voicemail Data Backup Local Vorcemails Callflows Modules amp Conditions User Settings amp Greetings Module Recordings Campaigns System Settings Location C Program Files 4vayaXlP Office yoicemail Prot B p K 3 Select the options to include in the backup and the location for the backup folder e The Location field for a backup can be a local file path or a remote file path specified in UNC format ie server filepath Remote drives mapped to the server cannot be used 4 Click OK to start the backup 5 The housekeeping screen will show that a backup is active The Abort butt
237. bility to change the voicemail email mode can also be provided in a call flow using a Play Configuration Menu 213 action or a Generic 187 action e If the voicemail server is set to P Office mode 33t users can manually forward a message to email Voicemail Pro Installation and Maintenance Page 90 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro IP Office Configuration e Off If off none of the options below are used for automatic voicemail email Users can also select this mode by dialing 03 from their extension e Copy If this mode is selected each time a new voicemail message is received in the voicemail mailbox a copy of the message is attached to an email and sent to the email address There is no mailbox synchronization between the email and voicemail mailboxes For example reading and deletion of the email message does not affect the message in the voicemail mailbox or the message waiting indication provided for that new message e Forward If this mode is selected each time a new voicemail message is received in the voicemail mailbox that message is attached to an email and sent to the email address No copy of the voicemail message is retained in the voicemail mailbox and their is no message waiting indication As with Copy their is no mailbox synchronization between the email and voicemail mailboxes Users can also select this mode by dialing O1 from their extension e UMS Exchange 2007 Voic
238. by the fallback IP Office e WARNING During the transition of voicemail control access to voicemail may be unavailable for several minutes Existing voicemail calls are disconnected and new calls are routed as if voicemail is unavailable The same applies when the central IP Office is restored Setup and Requirements for Voicemail Fallback e Within the configuration of the central IP Office hosting the voicemail server on the H323 Line to the fallback IP Office e The Supplementary Services setting should be changed from IP Office SCN to IP Office SCN Fallback e The option Backs up my Voicemail should then be selected from the SCN Backup Options e The fallback IP Office is configured for centralized voicemail as normal However its configuration must also include licenses for the Voicemail Pro support and the voicemail features required during fallback Voicemail Pro Installation and Maintenance Page 54 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro Centralized Voicemail Pro 2 5 3 Backup Voicemail Server Operation For IP Office Release 6 0 the central IP Office hosting the Voicemail Pro server can be configured with the IP address of a backup voicemail server If the central voicemail server becomes unavailable to the network the backup server will be used to provide voicemail services This option requires the voicemail servers to be running Voicemail Pro 6 0 or higher Backup Yolcemall Server
239. call variable 157 to set as the new value for the user variable F Call flows can also be branched using a E Test User Variable 245 action to check the current value of the variable against a required value The existing value of a user variable can also be obtained using the variable REG lt variable name gt in call flows By clicking on User Variable in the left hand pane you can view all the existing user variables and their current values W voicemail ProChent Intuity Local Seles File Edit f Administration Help j E on Ba KJE S gi e im So iP ge ite ri Lt Eee T i A E bis E tA Specific Start Points Yariable Walue h rm Default Start Points Reception Open RE Voicemail Pro Administrators SR Server Gueues SnowDay Add ED User Variables Modify p Alarms Delete i Outcalls Modules Data Modified Active oicemail Sessions 0 Free Space 9 708 GE Total Space 74 526 GB To add and delete user variables and to change the current value you can right click on the variable and select the required option For example select Modify to change the value User Variable variable C Voicemail Pro Installation and Maintenance Page 140 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Using the Voicemail Pro Client Using the Navigation and Details Panes Example of Using User Variables 1 Add a variable called Reception 2 Two start points need to be created one for indicating when the
240. caller but the call is routed correctly e Manual voice recording is activated but no recording is made The call will continue e Users are placed in a queue when trying to access their mailbox access e A user with mandatory recording on outgoing calls internal and external gets a busy tone e A call on a line with mandatory recording set will be barred To change voicemail channel reservations 1 Open IP Office Manager and the load the configuration 2 1n the Navigation pane click System and select the system 3 Click the Voicemail tab System LANI LAWNS DNS Yoicemail Telephony Directory Services System Events SMTP SMDR Twinning Voicemail Type Voicemail Lite Pra Messages Button Goes To visual voice Voicemail Destination Voicemail IP Address 255 255 255 255 Voicemail Channel Reservation Unreserved Channels 259 Suto attendant 0 Voice Recording D t Mandatory Voice Recording O 5 Announcements o Mailbox Access 0 DTMF Breakout Reception Breakout DTMF 0 Breakout DTMF 2 Breakout DTMF 3 4 Amend the channel reservations as required By default the values are 0 Voicemail Pro Installation and Maintenance Page 96 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro IP Office Configuration To view the utilization of voicemail channels 1 Open the System Status Application 2 Click Resources The System Resources summary is displayed Th
241. 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 277 below or by custom call flows see Customizing Announcements 27 Enabling Announcements 1 Open IP Office Manager and receive the configuration from the IP Office system 2 In the Navigation pane click oy 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 Voice Recording Announcements Announcements Or Wait before 1st announcement seconds fi E Synchronise Calls Flag call as answered E Play isk announcement Post announcement tone Music on hold 2nd Announcement a Wait before 2nd announcement gt D seconds Play 2nd announcement l Repeat last announcement we l Wait before repeat seconds 2 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 announceme
242. ccount There are two types of account a standard client user and administrator users The key difference is that administrator users are able to setup other user accounts and change user account details To add a Voicemail Pro Client User 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 2 Right click on the right hand pane and select Add W Add Administrator User M ame Anne webb T ype Administrator Password sue Status Inactive a Confirm Password HHHMH Cancel Hep 3 Enter the details for the new Voicemail Pro client user e User Name Enter a unique name for the Voicemail Pro client user account The name must be at least 5 characters long and must not contain spaces or any of the following characters lt gt e New Password Confirm Password Enter and confirm the password for the account The password must be at least 5 characters long and must not contain spaces or any of the following characters lt gt e Type Select the type of account e Basic Voicemail Pro 6 0 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 Voicemail Pro Client A standard administrator can change their own password but cannot add rem
243. ccount used controls what settings you will be able to see and edit e From the File menu select Login W mPro Login Please enter a User Hame This ts the name that the workstation software installed on this PC will use Login UserName P User Password fC Unit Mames server Browse IP Address Back Ok Cancel e Enter the User Name and User Password for the account e Inthe Unit Name IP Address field type the name or the IP address of the server you want to connect to By default the IP address or name that was last used is already filled in If the server is on the same network you can click Browse to select from a list of available Voicemail Pro servers e Click OK 3 2 Continue Offline Message Window Only one Voicemail Pro client can be connected to a voicemail server at any time To avoid access to the server being blocked by a session of Voicemail Pro client that has been left connected a Client Server Connection Timeout mins 9 setting is used to disconnect 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 it should attempt to re establish the session or close You are then able to continue working in offline mode or to close the client Voicemail Pro Installation and Maintenance Page 120 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Using the Voicemail Pro Client Conti
244. ce Numbers Telephony Forwarding Dial In voice Recording Button Programming Voicemail Email Reading OFF Copy canna Alert C UMS Web Services DTMF Breakout Reception Breakout DTMF 0 System Default Breakout DTMF 2 System Default i Breakout DTMF 3 System Default t e Voicemail Code Confirm Voicemail Code These fields are used to set or change the user s mailbox passcode e f the voicemail server is set to Intuity Emulation mode mailbox users are asked to set a voicemail code the first time that they access the mailbox e Voicemail On Default On When on the mailbox is used by the IP Office to answer the user s unanswered calls or calls when the user s extension returns busy Note that selecting off does not disable use of the user s mailbox Messages can still be forward to their mailbox and recordings can be placed in it The mailbox can also still be accessed to collect messages For other options Disabling a Mailbox 326 e Voicemail Help Default Off For voicemail systems running IP Office mailbox mode this option controls whether users retrieving messages are automatically given an additional prompt For help at any time press 8 If switched off users can still press 8 for help For voicemail systems running in Intuity emulation mode this option has no effect On those systems the default access greeting always includes the prompt For help at any time press 4 H in the US locale e Voicemail Ring
245. cemail server Messages recording is done by the distributed servers with the messages then being forwarded to the central voicemail server Voicemail Pro Installation and Maintenance Page 12 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro What is New in 6 0 Voicemail Operation Features e Alarm Action Enhancements 236 The alarms provided by the voicemail server using the Alarm Set 236 action and the Alarms 137 queue panel have been enhanced to allow alarm repetition and to require an dialed response to clear an alarm in order to prevent it repeating e Alarm Duration and Retries The ring duration for an unanswered alarm call can be adjusted In addition a number of retries and the interval between retries can be specified for an unanswered alarm e Alarm Clearing Normally the alarm and any repeats are cleared once the alarm call is answered For Voicemail Pro 6 0 a cancel code of up to 4 digits can be specified and must be dialed to stop the alarm from using any further retries e Alarms Administrator A new type of client account has been added The Basic account user 126 can only edit alarm settings shown in the Alarms 137 queue panel e Administration of Mailbox User Settings for Outcalling and Personal Distribution Lists 130 User mailbox settings such as outcalling settings and personal distribution lists can be accessed and edited through the Voicemail Pro client e TTS Prompt Generation 179 On voicemail ser
246. censed Estn305 305 i o o 0 NEVER ACCESSED Disallowed i Unlicensed ga Modules Ftv ani n n n n NEVER ACCESSEN Mieallamed n i epsa 4 F Data Live Active Yoicemail Sessions 0 Time on Yoicemail Server 08 42 Free Space 106 261 GB Total Space 149 048 GB The parts of the Voicemail Pro Client window are e Title Bar 120 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 143 The toolbar across the top of the window provides access to the Voicemail Pro options via icons instead of the menus e Navigation Pane 128 The upper left Navigation pane contains an expandable collapsible list of customizable voicemail start points e Modules 159 The lower left Navigation pane contains a library of voicemail modules e Details Pane 12 The details pane shows information relating to the option selected in the left hand panel Voicemail Pro Installation and Maintenance IP Office Release 6 Page 121 15 601063 Issue 22e 16 May 2010 3 4 Saving Changes and Making them Live The call flow settings shown and edited using the Voicemail Pro client are stored in a database file Vmdata mdb on the voicemail server However when edited the changes are not automatically applied to the operation of the voicemail server Instead the database file
247. ces until the PC is fully running Avaya IP Office Services can be started successfully at system start up using a scheduled task that initiates the batch file below This batch file ensures that the services will start successfully and in the proper order 1 Set all Avaya services listed below to Manual start Do not include Key Server 2 Create the batch file below and save it to SYSTEMROOT Only include lines for the services which are installed Recho off rem Wait 60 seconds before execute timeout t 60 net start Voicemail Pro Service 3 Create a scheduled task to start the batch file at system start up Voicemail Pro Installation and Maintenance Page 114 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro Troubleshooting 2 10 2 Voicemail Pro User Log User authentication failures are logged in the event viewer under VMPro User Log The following details are logged e UserlD e Tool name e P address of the Client trying to log in O Computer Management E E Action View Source information 11 04 2006 14 12 54 YMPro User Mar I Information 06 04 2006 09 53 21 VM Pro User Mor FHE Event viewer D Information a soa WMPro User 0000 Nor an 4 Appicanon Information MPro User Tree Computer Management Local E k System Tools cii J4 id ie E YMFro User Log g System Information Fl Performance Logs and Alerts E Shared Fold
248. cified mailbox The WAV extension is automatically appended CAMPAI GN campaign message Plays out a campaign message stored within the specified campaign The WAV extension is automatically appended e wait Boolean This optional parameter specifes 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 Voicemail Pro Installation and Maintenance Page 359 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Examples of Time Playback voice PlayWav UK English US English At Twenty Three Hour Eleven PM TI ME 11 True Any digid TI ME 12 True Any digid TI ME 13 True Any digid TI ME 23 True Any digid Hundred At Midnight Oh Zero Twelve Midnight 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 No
249. comment at beginning press 2 Your call is being answered by IP Office Is not available to leave a message wait for the tone Is busy to leave a message wait for the tone R 24 Oo O rad Sia oa na Yin O x o Q c Oy 513 0 o9 O I E gog JO x O x U U Thank you for leaving you message For name addressing press A Changed H r r New To create another list Unopened lt l c O 410 Oo o O O is 3 ae v O L lt 3 fon a 2 n O lt WN af D mt ep a 2 WN D O z i Bi To rot ae O m g 5 lt D D mi WN 5 O a a h O my 5 O Deleted D W if finished please hang up or to disconnected IP Office press X Extension Almimioaiol a l210 0 10 Yn Ss SDJ on o se oe ee 2i 1S fale j 190 Ww lt D o 0 0 WN 3 O 8 z e WV OM Pa O O v v This call is experiencing difficulties Cannot use the guest password First message FRN For help at anytime press H lo to WO o 00 NY N NINN NEO OO OLD U1 Ul D A A PW wN NIN ele rele me N Y UI m Cc N UI yY aA uwe O N Wir oo o UI w elU OIN A eLO OUA UW niIidololr O po T yo oO O JzJ lv lalo io ga cE eS r v ESIL 0 O n gt Ws O O tr m O O 3 lt A O D cr s5 lt Voicemail Pro Installation and Maintenance Page 404 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Appendix Prompts WAV Fi
250. cording a personal greeting 00 m 00 You have just recorded You are scanning your personal greetings You are selecting which greeting to activate 817 You are recording a personal greeting As you use IP Office your name will be included in system announcements that you and other people oo co 00 N N e Mm 1TOTo You administering call types 00 N N will hear At the tone please speak your name after speaking your name press 1 For all calls For internal For external For busy For no answer For out of hours You must approve your recording Please enter extension and sign To rewind to the previous greeting press 2 To scan headers and messages press 1 to scan headers only press 2 to scan messages only press 3 o 00 00 00 0o CO 00 0 0 A BW WWI N N NINN N BW OTN O O CO N OOU UW End of message O IS Ul Next message You are selecting an option for automatic message scan 847 You are automatically scanning your incoming messages To listen to the message press 0 to respond to or forward the message press 1 848 You are automatically scanning your incoming messages To listen to the message press O to respond 846 You are selecting an option for automatic message scan S To skip the next message press the sign to the listen to the header rewind by pressing 2 then play to the message press 1 O IS WO by pre
251. cted without 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 e Play recording to Enter the extension that is rung with the caller s recording e Source of transfer Displayed in the caller s number field on Avaya phones e Description Displayed in the caller s name field on Avaya phones Voicemail Pro Installation and Maintenance Page 223 IP Office Release 6 15 601063 Issue 22e 16 May 2010 e No answer timeout Select how long the voice mail server should wait for an answer before following the No Answer connection The whisper action will not go to the target extension voicemail e Prompts played before the recording and Prompts played after the recording Click SF 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 Results This action has the following results which can be connected to further actions e Next This result connection is not used Whisper Next e No Answer No Answer This result connection is used if the transfer target does not answer the whisper call The time Busy out for no answer is
252. ction can be used to connect a subsequent action after the alarm is set Voicemail Pro Installation and Maintenance Page 237 IP Office Release 6 15 601063 Issue 22e 16 May 2010 4 8 4 Clock w The Clock action plays the current time on the voicemail server PC Settings 1 Click the ibe Miscellaneous Actions icon and select ey Clock 2 The General 176 Entry Prompts 177 Reporting 18 gt and Results 183 tabs are standard tabs available to all actions 3 In the Specific tab complete the fields with relevant details Properties for Clock General l Entry Prompts f Specific Reporting Results Play Time until DTMF Input e Play Time Until DTMF I nput Software level 5 0 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 Clock Next e Next If Play Time until DTMF Input is selected then the connection is used after the caller has pressed a DTMF key Otherwise it is used after the time has been play once to the caller Voicemail Pro Installation and Maintenance Page 238 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Miscellaneous Actions 4 8 5 Post Dial The Post Dial action can be used to connect another extension to a specifi
253. ctions e SNMP Alarm 104 Set the criteria which will cause the voicemail server to send alarms via the IP Office e Outcalling 105 Set the default times for outcalling operation and the frequency of outcalling retires e VPNM 106 If VPNM is installed and licensed this tab is available to set the locations of the remote VPNM servers and the mailbox users on those servers e Windows Control Panel 109 These settings are set through the Windows Control Panel on the voicemail server PC e SMTP Email Settings 112 If SMTP is the selected email mode for the voicemail server this tab is used to set the SMTP account details for the voicemail server e Email Settings 11t Voicemail Pro Installation and Maintenance Page 98 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro Voicemail Pro Preferences 2 9 1 System Preferences A range of voicemail server settings can be set through the Voicemail Pro client To change the Voicemail Pro Preferences 1 Click the Preferences H icon and then choose General or VPNM Alternatively from the Administration menu select Preferences and then choose General or VPNM 2 Select the System Preferences tab required General 99 General voicemail server settings Directories 10 Set the folder paths for different file locations Housekeeping 103 Set the times for automatic deletion of different types of messages Also set the default playback order MAPI
254. ctivity between a comorate telephony a IY Client Access Role m _ Progress S ghee system and Exchange Server Clients can a fee Hub Transport Role access their mailboxes from a telephone and J Completion receive voice mails to their mailbox Unified Messaging Server Role ie i Edge Transport Server Role z Active Clustered Mailbox Role S Passive Clustered Mailbox Role Disk Space Allocation Disk space required E44 Management Tools 0 0 MB Disk space available 201 791 1 MB Specify the path forthe Exchange Server installation files C Exchange Browse Specify the path forthe Exchange Server installation Co Program Files Microsoft Exchange Server Help 4 Back Cancel 4 In the Server Role Selection list check that Unified Messaging Server Role is one of the selected roles Click Next through the wizard and then Finish Voicemail Pro Installation and Maintenance Page 48 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro UMS Web Services Having enabled the Unified Messaging role on the Exchange Server the role can be configured and enabled for the mailboxes 1 Select Start Programs Microsoft Exchange Server 2007 Exchange Server Management Console 2 Expand the Server Configuration list The Unified Messaging role should appear in the list Exchange Management Console File Action View Help mHE ic
255. ctory The WAV extension is automatically appended ACCOUNTS mailbox message Plays out the message stored within the specified mailbox The WAV extension is automatically appended CAMPAI GN campaign message Plays out a campaign message stored within the specified campaign The WAV extension is automatically appended wait Boolean This optional parameter specifes 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 Voicemail Pro Installation and Maintenance Page 358 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Examples Using VB Script 7 1 2 34 PlayWav Method This method is used to play a wave file through voicemail to the active connection Voice PlayWav wav 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 are allowable 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 pathname is used otherwise the file is relative to the WAVS directory e N
256. d and restarted Voicemail Pro Installation and Maintenance Page 112 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro Voicemail Pro Preferences 2 10 Troubleshooting 2 10 1 Checking the Voicemail Pro Service If Voicemail Pro has been installed successfully if the server PC has been rebooted then the voicemail service is started automatically However it is useful know how to check the services and to manually restart them if necessary To check restart the Voicemail Pro Service 1 Open the Windows Control Panel 2 Select Administrative Tools gt Services iu Services E E lol x Action view T m amp Mame Description Status Startup Type Lagonas l Services Local Siy Telnet Allows 4 re Manual LocalSystem Ss Uninterruptible Pow Manages 4 Manual LocalSystem ity Utility Manager Starts and Manual LacalSystem Sa VMProDBService Started Automatic Administrator evoicemail Pro Service Started Automatic a Woicemail ABs windows Installer Installs re Manual LacalSystem Sa Windows Managem Provides s Started Automatic LocalSystem Sits Windows Managem Provides 5 Started Manual LacalSystem Sa Windows Time Sets the co Manual LocalSystem Sits Workstation Provides Started Automatic LocalSystem 3 The Voicemail Pro Service should be visible Its Status should be Started and the Startup Type should be set to Automatic Other services may be present depend
257. d 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 e Internal This result is used for internal calls e External JE xtemal This result is used for external calls Route Incoming Call Voicemail Pro Installation and Maintenance Page 219 IP Office Release 6 15 601063 Issue 22e 16 May 2010 4 7 3 Route by Call Status 7 i The Route by Call Status action allows a call flow to be branched based on the reason the original IP Office target for the call did not answer it Settings ae 1 Click the Telephony Actions icon and select Route by Call Status 2 The General 176 Entry Prompts 177 Reporting 182 and Results 183 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 e No Answer This result is used for calls routed to the voicemail server because the original target user or hunt group was rung but did not answer tap Route by Call Status NoAmswer Buy o GutOtHous Default e Busy This result is used when the call has been routed to the voicemail server because the original target user is busy 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
258. d 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 392 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 393 If the fax server PC uses an analog fax card you need to configure the extension number to use for faxes See Configuring an Analog Extension Number for Fax Use 394 Voicemail Pro Installation and Maintenance Page 391 IP Office Release 6 15 601063 Issue 22e 16 May 2010 7 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 1 and enters the fax number to use followed by to end the fax number and to confirm the fax is forwarded to lt faxnumber gt faxmaker com Therefore if the user dials 1 followed by 201 and to confirm the fax is forwarded to 201 faxmaker com e It is the responsibility of the fax server administrator to ensure that exchange connectors are configured to receiv
259. d without checking first e System Fax Number box type the number of the general fax machine to which all incoming faxes should be directed If a fax board is being used this number must match the number of the extension that is connected to the fax board of the fax server PC See Setting the Voicemail Pro System Fax Number 390 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 information mailbox owners should read the Intuity Mailbox User Guide 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 were 55 a fax message for extension 201 would have the prefix of 55 automatically added so that the complete number would become 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 mailbo
260. date and time e Backup Configuration 146 e Doing a Manual Backup 147 e Restoring a Previous Backup 148 Voicemail Pro Installation and Maintenance Page 145 IP Office Release 6 15 601063 Issue 22e 16 May 2010 3 14 1 Backup Configuration From the Administration menu select Preferences gt General 1 Click the Housekeeping tab A summary of the last run backup and the next scheduled backup are listed at the bottom of the menu 2 Click on Configure to access the configuration type settings Voicemail Data Backup Local Shark 08 00 a Daly Even 1 davis Yoicemalls _ Callflows Modules amp Conditions User Settings amp Greetings Module Recordings _ Campaigns System Settings Location ice WVoicemall ProWM Backup Schedulec D ail weekly Ever Sunday Vorcemails Callllows Modules amp Conditions User Settings amp Greetings Module Recordings Campaigns System Settings Location Moicemail ProtvM e ackup Scheduled weekly mm Monthly The Firat w Sunday of every month s Vorcemails Calltlows Modules amp Conditions User Settings amp Greetings Module Recordings Campaigns System Settings System Settings Location Woicemail Proh Backups cheduled M onthly ea e The options for the daily weekly and monthly backups are shown Adjust each as required Note that if two backups would occur at the same time only one backup will occur with priority
261. default the program folders are created in a folder called IP Office You can specify a different folder or select one from the list of existing folders To specify a different folder type the folder name in the Program Folders box Alternatively to use an existing folder highlight a name in the list of existing folders Click Next The Start Copying Files window opens Before any copying starts you are presented with a summary of the settings that you have chosen so far Review the settings to make sure that they are what you expect In particular check that the required languages are listed Scroll down if necessary When you are satisfied that the details are correct click Next to start copying the files The Setup Status window opens to keep you informed while the installation takes place e If for any reason the details are not what you expect click Back and make the necessary changes 28 When the installation is complete you are prompted to restart your computer Choose Yes I want to restart my Voicemail Pro Installation and Maintenance Page 429 IP Office Release 6 15 601063 Issue 22e 16 May 2010 computer now 29 Click Finish to restart now 30 When the server PC has restarted the IP Office Voicemail Pro Email Settings window is displayed so that you can specify the name of the email account to use for outgoing SMTP e mails from the Voicemail Pro server 31 In the Account Details box type the name of the email account to
262. e SELECT Author Cost ISBN Tithe 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 Get Book Details En Empty To retrieve the results an option is selected on the specific tab to select how the data is retrieved from the database In this example the option retrieve the next item in the list was selected to allow the caller to step through the results if more that one match ISBN occurred Properties for Get Book Details How do vou want to retrieve this data tem f 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 Voicemail Pro Installation and Maintenance Page 369 IP Office Release 6 15 601063 Issue 22e 16 May 2010 7 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 W Yoicemail Pro Client Intuity Local frit SS lox File Edit Actions Administration Help b hajs y aje CHB 2 2 B Modules gt BookShop_CurrentBookSpeakD etails oul F Groups 3 adel re Short Codes z a Default S
263. e 317 Campaign Action 172 210 280 379 381 383 Campaign Editor 379 Voicemail Pro Installation and Maintenance IP Office Release 6 Campaign Identification 383 Campaign Identification window Campaign Wizard 383 Campaign Web 385 Campaign Web Campaign open 385 Campaign Web Component 385 Campaign Wizard Campaign Identification window 379 Campaign Wizard Customer 379 Campaign Wizard Customer Menu window 379 Campaign Wizard Customer Prompts window return 379 Campaign Wizard Introduction 379 Campaign Wizard Introduction window 379 Campaign Wizard Select 379 CAMPAIGNS 350 351 358 359 361 Captaris RightFax 389 392 capture 351 ISBN 366 Castelle 395 Castelle FaxPress 395 Catalogue 264 Catalogue Collect 264 CCC want 182 Centralized Voicemail Pro 52 301 CFG 305 306 change ouicalling 404 change outcalling destination 404 Change password 336 change press 404 418 changed during call 301 channel object speech 116 Channel Reservations 88 96 ChannelEvtSinkTracing 116 channels 88 96 116 289 Check 2nd 276 296 Check Announcements On 276 Check Broadcast 273 Check Digits add 246 Check Digits Action 172 246 Check Expand 240 342 Check Hide 283 CID 359 CLI Routing add 217 220 CLI Routing Action 172 217 220 clicking Help button 250 ClickUser 310 client connects server 116 Client trying 115 Client Server Connection Timeout 99 Clock 172 418 add 238 Clock Action 172 238 cmp_01 418 cmp_ 02 418 cmp_03 418 cmp_04 4
264. e Example e A short silence lt silence msec 500 gt of half a second Partofsp Forces the pronunciation of a word according to it usage if not correctly determined by the TTS speech engine or to override the engine This tag must be nested e Attributes e part Takes a value from noun verb modifier function or interjection e Example e To lt partofsp part verb gt record lt partofsp gt that lt partofsp part noun gt record lt partofsp gt press 1 Voicemail Pro Installation and Maintenance Page 85 IP Office Release 6 15 601063 Issue 22e 16 May 2010 2 7 5 Setting Up Text To Speech to Read Email In conjunction with MAPI email clients and Exchange server TTS can be used to read new e mails in a user s email inbox when they access their voicemail mailbox e The Voicemail Pro server must have been installed and configure to support voicemail email using a MAPI client 64 e Email reading can only be enabled for IP Office users whose Profile setting is set to Mobile User or Power User That requires the IP Office to have Mobile User Profile or Power User Profile licenses e This feature is supported only for Intuity mode Users hear their new voicemail messages and then the number of Messages with text Before each email is spoken details of who it is from when the message was sent and the size are given This allows large or non urgent e mails to be skipped e Email reading cannot be used for e mails in HTML fo
265. e Page 311 IP Office Release 6 15 601063 Issue 22e 16 May 2010 5 9 2 Outcalling The Outcalling feature is only available when using Voicemail Pro 4 0 in Intuity mode Voicemail Pro can be configured to send notification that a new message has been received in a user s mailbox It will call a specified number and when answered will prompt the user This is IP Office lt your name gt you have new messages To access your messages please enter your extension number and press hash To avoid further notification of these messages press If any other action is taken then the outcalling notification attempt is treated as unanswered Channel Restrictions e The Voicemail Pro server has restrictions on the number of channels it can use for different types of outgoing calls that it can make These limits are separate for each of the cal 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 9 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 e For IP Office 4 2 users with Phone Manager Pro 4 2 can configure their outcalling through Phone Manager s graphical interface rather than having to use the mailbox voice promp
266. e TTS email reading for users licensed for Mobile User or Power User profiles e Customizable call flows e Use of Conference Meet Me functions on e Call recording to mailboxes IP500 and IP500 V2 systems e Advanced Edition This license enables the additional features listed below A Preferred Edition license is a pre requisite for this license e Support for Customer Call Reporter e Voicemail Pro Visual Basic Scripting e Voicemail Pro database interaction IVR e Voicemail Pro call recording to ContactStore e Voicemail Pro call flow generic TTS 8 ports 1 1 Provides up to 8 ports of TTS for use with Speak Text actions within call flows Not used for user TTS email reading 2 Note In a Small Community Network using centralized voicemail this license only enables ContactStore support for the central IP Office Remote IP Offices in the network require their own Advanced Edition license or a VMPro Recordings Administrator license e Preferred Edition Additional Voicemail Ports The required license for Voicemail Pro server support Preferred Edition Voicemail Pro also enables 4 voicemail ports This license can be used to add additional voicemail ports up to the maximum capacity of the IP Office system IP406 V2 20 IP412 30 IP500 40 IP500 V2 40 This license was previously called Additional Voicemail Pro ports e VMPro Recordings Administrators To support ContactStore in a Small Community Network
267. e When the caller is in queue positions 1 to 4 they are passed to a Queue Position action and hear their queue position before returning to the queue e When the caller is in queue position 5 they are asked to leave a message e Instead of using a Leave Mail action the caller could be taken through a Voice Question or Campaign action to collect required information and the caller s responses could be saved as a message Voicemail Pro Installation and Maintenance Page 281 IP Office Release 6 15 601063 Issue 22e 16 May 2010 5 4 Recording Calls As well as providing messaging services Voicemail Pro can provide a call recording service Call recording can be turned on manually See Starting Manual Call Recording 285 Alternatively call recording can be configured to take place automatically for specified users hunt groups incoming call routes or out going calls with account codes See Automatic Call Recording 289 e If a conference call is being recorded recording continues when a new party joins the conference e Ifa call that is being recorded is put on hold or parked the recording will pause When the call is reconnected the recording resumes e By default a recording is placed in a user s own mailbox but this location can be changed e A recording by an agent that is intruding on to a call will keep recording after the intruded call has ended This is to allow the recording to be annotated e Conference Capacity Call rec
268. e day on which it is generated Enabling SMTP Error Reporting L 2 3 Se Se a Stop the Voicemail Pro service Start the Registry Editor Locate the registry key This differs depending on the version of Voicemail Pro Voicemail Pro 3 2 Locate the key HKEY_LOCAL_MACHINE SOFTWARE Network Alchemy Voicemail Directories Voicemail Pro 4 0 Locate the key HKEY_LOCAL_MACHI NE SOFTWARE Avaya Media Services Directories From the menu bar select Edit Select New and then String Value Enter SMTPLogging Right click on the new registry key SMTPLogging and select Modify Set the value to 1 Close the Registry Editor 10 Restart the Voicemail Pro service SMTP Error Codes ya 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 can not successfully do a reverse lookup on the from address 8 An error was reported in response to receipt address The SMTP server may refuse to handle mail for unknown r
269. e following details are displayed e The number of voicemail channels available e The number of channels in use e Congestion information 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 cal 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 9 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 Voicemail Pro Installation and Maintenance Page 97 IP Office Release 6 15 601063 Issue 22e 16 May 2010 2 9 Voicemail Pro Preferences There are two main areas through which Voicemail Pro system preferences are set and configured e Voicemail Pro Client 9 These voicemail server settings are set using the Voicemail Pro client e General 99 General voicemail server settings e Directories 10 Set the folder paths for different file locations e Housekeeping 103 Set the times for automatic deletion of different types of messages Also set the default playback order e MAPI 102 Select the email mode MAPI or SMTP used by the voicemail server for its email fun
270. e is inserted SOL Wizard Function Tables ables OrdeDetals ContactT elephone Cost 0 BD 1 CreditCardE xpiry LP3 CreditlardN umber LP2 ISBN 0 BD 4 When the details have been entered the SQL wizard is closed The specific tab of the action will contain the command to execute see example shown below Properties for Database Execute 7 o a x Please enter the SQL command to be execute SQL Wizard Command to execute INSERT INTO OrderDetails Contact elephone Cost CreditCardE piry CreditlardNurmber SBM VALUES CP4 DBD 1 PCPS CPA DBD 2 Voicemail Pro Installation and Maintenance Page 373 IP Office Release 6 15 601063 Issue 22e 16 May 2010 7 3 Dial by Name The Dial by Name action allows callers to indicate the user or group that they require by dialing the name on their 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 ko mn uw lt we P J The main pre requisites before a Dial by Name action can be used are 1 User Names The user names are set through the IP Office Manager Either the user s Name or Full Name field can be used for Dial by Name If the Full Name field is set then it takes precedence over the Name field Changing Names Voicemail Pro mailboxes are c
271. e prompts may be choppy and the TTS if installed will not work However enabling Windows Audio does not require the server PC to have a sound card installed 1 Ensure that you have full administrator rights for the PC This process will also require the PC to be restated 2 In the Windows Control Panel select Sounds and Audio Devices 3 If Windows Audio has not been enabled select the Enable Windows Audio check box Notes 1 Use of the Large Fonts setting is not supported Use of this option may cause options on some screens to become inaccessible A 100Mbps network card is strongly recommended Free disk space requirements 25 are also subject to the message storage required Voicemail Pro Installation and Maintenance Page 19 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Basic Voicemail Pro Minimum PC Requirements Operating System Support Server OS 2003 Server Pentium 2008 Server Celeron Client OS XP Professional Also allow 1MB per minute for message and prompt storage Vista Business Enterprise Vista Ultimate Voicemail Pro plus UMS Web Voicemail and or Campaigns Minimum PC Requirements Operating System Support Hard Disk Free Space 2000 Server 2003 Server Pentium 2008 Server Celeron Client OS XP Professional Also allow 1MB per minute for message and prompt storage Vista Business Enterprise Vista Ultimate e Both Web Campaigns and UMS Web Voicem
272. e such messages 7 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 39 2 nform the mailbox owner that they can go ahead and set their preferred fax number Refer the mailbox owner to the IP Office Intuity Mailbox User Guide 3 1f it has not already been done and the fax server PC is using an analog fax card the next step is to configure the analog fax number to use See Configuring an Analog Extension Number for Fax Use 394 Voicemail Pro Installation and Maintenance Page 392 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Examples Fax Server Configuration 7 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 redirect fax calls This capability is enabled by including a number in the system fax number field via the Voicemail Pro Client and adding F as the tone to detect in the Menu action From the Menu action incoming calls presenting a fax tone will then follow the F call flow route which could be a transfer call to a fax server extension or hunt group hay You can add the F character to the to
273. eave 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 Voicemail Pro 5 0 All operation and usage of a mailbox can be disabled on the voicemail server This is done through the details pane view of user or group mailboxes 13 Right click on the user or hunt group and select Disable 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 users 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 Voicemail Pro Installation and Maintenance Page 320 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Administration Mailbox Management 5 12 2 Clearing a Mailbox Clearing a mailbox removes all messages recordings prompts and greetings Note that messages are not cleared for users using Outlook 2007 as their message store 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 users mailbox and right click on it 3 Select the Clear Mailbox option Voicemail Pro Installation and Maintenance Page 321 IP Office Release 6 15 601063 Issue 22e 16
274. ecific tab Properties for BScript General ll Entry Prompts pectic Reporting Results Enter YB Script Sub Main digid dim registration Set Voice CreateObject vmprov5 vorcescript registration Voice Register digid if registration Then i LOM Properties CLI voice CallingParty COM Methods ETA voice Estimatedanswer System Variables lastMessage voice LastAaccessedMsg User Variables Loc voice Locale MAM voice Mame sind numberOrewMessages voice MewMsgs End Sub numberOroldMessages voice OldMsgs Expand Line 1 Remaining Chara POS voice Position InQueue RES voice Result numberOravedMessages voice SavedMsgs SAY voice SavedResult VAR voice Variable 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 Results This action has the following results which can be connected to further actions Voicemail Pro Installation and Maintenance Page 240 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Miscellaneous Actions This action has two results Success or Failure
275. ecipients 9 There was an error connecting to the SMTP mail server 10 There was an error opening the file If you have specified file attachments ensure that they exist and that you have access to them 11 There was an error reading a file If you have specified file attachments ensure that they exist and that you have access to them 15 No mail server specified 16 There was a problem with the connection and a socket error occurred 17 Could not resolve host 18 Connected but server sent back bad response 19 Could not create thread 20 Canceled as a result of calling the Cancel method 21 The operation timed out while the host was being resolved 22 The operation timed out while connecting 24 ESMTP Authentication failed 25 The selected ESMTP Authentication mode is not supported by the server 26 ESMPT Authentication protocol error 27 Socket Timeout error 105 Invalid license key Voicemail Pro Installation and Maintenance Page 68 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro Voicemail Email 2 6 2 MAPI Setup 2 6 2 1 Domain Member Before 1 you Start to install the Voicemail Pro software you must Create a Voicemail Domain Account 6 2 Configure Outlook for Internet Mail 74 You are then ready to install Voicemail Pro for MAPI Voicemail Email as a Domain Member This involves the following key stages 1 Install the Voicemail Pro Software 71 gt 2 Switch Voicemai
276. ection e Prime Times The time period that outcalling is to be active as default for the system e Peak Times The busiest working hours 5 Set the retry settings in the System Retry Settings section 6 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 7 The Retry Interval for each retry attempt The interval is the length of time between each attempt to ring to targeted number again The 6th to 10th retries use the default retry interval 8 Double click a selected retry time to edit the interval between retries The New interval number window opens where the length of time between each attempt to ring the target number can be changed Click OK to save the change and return to the Outcalling window 9 Click OK 10 Click Eg Save and Make Live and select Yes Voicemail Pro Installation and Maintenance Page 105 IP Office Release 6 15 601063 Issue 22e 16 May 2010 2 9 1 7 VPNM This set of preferences are only available if VPNM was selected 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 To open the VPN window 1 Start the Voicemail Pro Client 2 From the Administration menu select Preferences gt VPNM The VPNM window opens 8 O x a PNM via SMTP server pcsserver
277. ed Settings 1 Click the Database Actions icon and select gt Database Get Data 2 The General 176 Entry Prompts 177 Reporting 18 and Results 183 tabs are standard tabs available to all actions 3 Select the Specific tab Chose which record should be selected by selecting 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 Gell ee The Database Get Data action has four possible results Database Get Data Success e Success fea The selected records values have successfully been assigned to the DBD variables At En e At End Empty There are no further records in the set of data Failure e Empty The execute method returned no data the DBD variable contains no information e Failure There was a problem trying to retrieve the next data record the DBD variable contains no information Examples of using the
278. ed Variables 155 Voicemail Pro Installation and Maintenance Page 243 IP Office Release 6 15 601063 Issue 22e 16 May 2010 4 9 2 Set User Variable eet The Set User Variable action sets a user variable to a particular value Other call flows can then use Test User Variable 245 actions to check whether the variable has a particular value The variable must first be created using the User Defined Variable 155 menu or User Variables 137 panel For an example of the action in a call flow see User Defined Variables 155 Settings wil Fa 1 Click the fiss Conditions Actions icon and select s Set User Variable 2 The General 176 Entry Prompts 177 Reporting 182 and Results 183 tabs are standard tabs available to all actions 3 Select the Specific tab Complete the fields with relevant details Properties for Set User Variable General i Entry Prompts I Specific j H eporting Results Which user defined vanable will this action set Assign the following user variable snow ay With the following value KEY Cancel e Assign the following user variable The name for the existing user variable The variable must first be created using the User Defined Variable 155 menu or User Variables 137 panel e With the following value The value of the variable Type the required value directly or use the browse button to select the text that should be used including using a the value of a call variable
279. ed call flow start point or to play a recording to that extension Settings 1 Click the pre Miscellaneous Actions icon and select Post Dial 2 The General 176 Entry Prompts 177 Reporting 182 and Results 183 tabs are standard tabs available to all actions 3 In the Specific tab complete the fields with relevant details General Entry Prompts Specie Reporting Results Post action or wave file to extension Options C Fost action Play out a looped wave file Delete the wave file after completion Post the following action or wave file O O OOOO CC to extension OO O O O Oo CM e Post action Select this option if you want the connect a target extension to a selected call flow e 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 server will
280. ed files the Voicemail Pro database contains only a pointer to the name and location of the files and not the actual files Therefore you should not move or rename an included file It is strongly recommended that before you include a file you place it in the same folder as Root vmp e Click amp if you need to remove an included file The highlighted file is removed but not deleted Voicemail Pro Installation and Maintenance Page 149 IP Office Release 6 15 601063 Issue 22e 16 May 2010 3 16 Start Points Voicemail Pro consists of a number of start points When the voicemail server receives a call it looks for a matching start point and if it finds one it then provides a series of actions linked to that start point If no match is found then it provides standard voicemail functions to the call Start Points Navigation Pane W Yoicemail Pro Client Intuity File Edit ctions Administratiqn Help fake HE 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 e we Specific Start Points This folder contains the start points for users groups and short codes rf Users 130 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
281. ed if the counter value does not match the test value Voicemail Pro Installation and Maintenance Page 249 IP Office Release 6 15 601063 Issue 22e 16 May 2010 4 10 Database Actions Database Actions These actions relate to retrieving and adding data to a database e In addition to the normal licenses for Voicemail Pro 22 use of database actions requires the IP Office system to have an Advanced Edition license For systems upgraded to IP Office Release 6 existing legacy VMPro Database Interface licenses can still be used DDL ia Database Open Action 250 Open a database EJ Database Execute Action 25t Perform an action on a database gt Database Get Data Action 252 Get information from a database El Database Close Action 255 Close a database 4 10 1 Database Open Ae SS 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 36 e In addition to the normal licenses for Voicemail Pro 2 use of database actions requires the IP Office system to have an Advanced Edition license For systems upgraded to IP Office Release 6 existing legacy VMPro Database Interface licenses can still be used Settings sD 1 Click the Database Actions icon and select F
282. ed to route the caller to a specific mailbox to leave or collect messages or to a particular Voicemail Pro start point The sections that follow describe the use of Voicemail Collect short codes and VM paths as telephone numbers These can then be applied to dialing DSS keys SoftConsole and Phone Manager buttons An example Voicemail Pro module is included which allows the transferred caller to select the extension to which they want to talk or leave a message e VM versus Short Codes The VM method is easier to deploy For IP Office applications such as SoftConsole and Phone Manager 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 phone Short codes have the advantage that they can be dialed at an extension once set up through IP Office Manager Voicemail Pro Installation and Maintenance Page 260 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Administration Routing Calls to Voicemail 5 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 not disturb set or the extension is not answered within the No Answer Time as set in IP Office Manager program default 15 seconds The caller hears the standard greeting message Your call is being answered by
283. edules G0307 G0308 G0309 If not press 3 and re enter time G0310 G0311 To delete own time G0312 Peak time is G0313 G0314 G0315 G0316 G0317 G0318 To change outcalling information press 6 G0319 Outcalling specified for G0320 If correct press GO321 From time G0322 G0350 G0351 G0352 G0353 G0360 G0361 G0362 To change the time profile G0363 Is set to G0364 G0365 For all new priority private messages Enter the time in second and Enter the new number and To input a new number Anything entered will be interpreted as part of the called number A or entered as the first character will result in the or being output A entered as part of the digit string will be interpreted as a pause of one and a half seconds If a longer pause is required use multiple stars in a row To return to outcalling administration Your destination is currently configured to You are specifying your outcalling time period For outcalling during peak time To specify your times For outcalling ant time press 1 The time you specify will be restricted by the times allowed by the system administrator Outcalling specified to any time subject to administrator restrictions For outcalling during prime time press 2 The system allows outcalls from To time There is a message for Based on an outcalling time profile which is currently configured a
284. eenth Eleven PM Monday October Thirteenth Twelve Midnight Page 360 15 601063 Issue 22e 16 May 2010 Voicemail Pro Examples Using VB Script 7 1 2 35 RecordMsg Method This method is used to record a user s speech input to the specified file Method oice Recordtisg recording maxtime interruptables appendtofile digid 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 pathname 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 CAMPAI GN campaign message Plays out a campaign message stored within the specified campaign The 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 De
285. ei Contains Code 90 Feature Voicemail Collect Telephone Number Extn201 Line Group ID 0 e All users To give all users access to voicemail from any extension you need to set up a short code When a user dials the short code from any extension they will be prompted for their mailbox number extension number and voicemail code To give all users access from any extension 1 Open IP Office Manager 2 Set up a short code for example 98 Fret Contsins Code 98 Feature Voicemail Collect Telephone Number Anonymous Line Group ID 0 Voicemail Pro Installation and Maintenance Page 269 IP Office Release 6 15 601063 Issue 22e 16 May 2010 5 2 3 Giving Users Access from an External Location If users need to access their voicemail messages when they are away from the office you can set up an Incoming Call Route in IP Office Manager with the destination as Voicemail See the IP Office Manager help or guide To give users access from an external location 1 Open IP Office Manager 2 1n the Navigation pane click ncoming 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 inl to merge the configuration back to the IP Office 5 2 4
286. eir Profile to either Teleworker or Power User Select the Voicemail tab Enable UMS Web Services Click OK Merge the configuration back to the IP Office Configuring Hunt Groups for UMS Access to hunt group mailboxes using UMS is supported for Voicemail Pro 5 0 1 2 f 4 5 6 Start IP Office Manager Receive the configuration from the IP Office system hosting the hunt group Select the hunt group Click on the Voicemail tab Enable UMS Web Services Click OK Merge the configuration back to the IP Office Voicemail Pro Installation and Maintenance Page 39 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Configuring a User Email account The exact method of configuration of an IMAP account depends on the IMAP client being used by the user For example it may be necessary to enable some field with dummy data in order for the email client to accept the account even though those settings are not used by the Voicemail Pro IMAP server The general details that are required are IMAP Account Setting IP Office Value Incoming Server Voicemail Pro server IP address or domain name address Account Name User name or extension number Password User voicemail code Example Outlook 1 Select Tools and then Options 2 Select Mail Setup and then click E mail Accounts 3 Select Add a new e mail account 4 Select IMAP as the server type 5 1n Server Information for Incoming mail server and Outgoing mail server enter the
287. email Pro From the File menu select I mport or Export The Import or Export Call Flows window opens Select I mport Call Flows Click Next Click the Browse button and locate the file that contains the backed up call flows Select the file and click Open In the Import or Export Call Flows window click Next Click Finish to start importing the database Click Close to complete the import process 10 Click on Save and Make Live to save the Call flows The new version of Voicemail Pro has been installed Test that the system is running by dialing 17 from any extension You should hear the mailbox announcement 2 3 2 Upgrade from Version 3 2 You can directly upgrade versions of Voicemail Pro from Voicemail Pro 3 2 upwards However we still recommend that you follow the procedure for backing up the database before upgrading To upgrade from version 3 2 or higher 1 mn A A WU N O 9 Insert the IP Office Applications DVD Click on the link for Voicemail Pro and then double click on setup exe The Choose Setup Language window opens Select the installation language The language selected is used for the installation Click OK You are asked This setup will perform an upgrade of IP Office Voicemail Pro Do you want to continue Click Yes The Upgrading the IP Office Voicemail Pro window opens Click Next to start the upgrade The setup status window opens The progress of the upgrade is indica
288. email Pro 5 0 provides counter variable COUNTER1 to COUNTER15 These can be used in the same way as other variables They can also be manipulated using Generic 184 action commands for Set Counter 194 Clear Counter 190 Counter Decrement 19 and Counter Increment 192 They can also be used with the Decrement and Test Counter 248 and Increment and Test Counter 249 actions By default the initial value of a counter variable is 0 The formats COUNTERx or COUNTER x are both supported Settings tal 1 Click the i Conditions Actions icon and select m Increment and Test Counter 2 The General 176 Entry Prompts 177 Reporting 18 and Results 183 tabs are standard tabs available to all actions 3 The following controls are available on the Specific tab Properties for Increment and Test Counter Reporting Resulte Select Counter 1 Value to best counter against KEY e Select Counter Select the COUNTER variable to increment and then test COUNTER1 to COUNTERLS5S can be selected by entering 1 to 15 respectively e Value to test counter against This can be a number or another call variable 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 us
289. email Pro 5 0 supports voicemail email to an Exchange 2007 server email account For users and groups also enabled for UMS Web Services this significantly changes their mailbox operation The Exchange Server inbox is used as their voicemail message store and features such as message waiting indication are set by new messages in that location rather than the voicemail mailbox on the voicemail server Telephone access to voicemail messages including Visual Voice access is redirected to the Exchange 2007 mailbox See UMS Exchange 2007 Installation 47 gt and UMS Exchange 2007 340 e Alert If this mode is selected each time a new voicemail message is received in the voicemail mailbox a simple email message is sent to the email address This is an email message announcing details of the voicemail message but with no copy of the voicemail message attached Users can also select this mode by dialing 02 from their extension e UMS Web Services If selected the user is able to use UMS 37 to access their mailbox UMS options allow messages to be accessed via a web browser an IMAP compatible email application or an Exchange 2007 email account The use this function is subject to licenses e DTMF Breakout When a caller is directed to voicemail to leave a message they can be given the option to be transferred to a different extension The greeting message needs to be recorded telling the caller the options available The extension numbers that the
290. enance Page 401 IP Office Release 6 15 601063 Issue 22e 16 May 2010 8 3 What Was New in 4 1 In conjunction with IP Office 4 1 Voicemail Pro 4 1 supports the following new features e Windows Vista Support 19 _ Those components of Voicemail Pro previously supported on Windows XP Pro are now also supported on Windows Vista excluding Vista Home Basic and Vista Home Premium The Voicemail Pro client is supported on Vista The Voicemail Pro server is Supported on Vista but not with IMS or Web Campaigns e Automatic Recording Mailbox for Hunt Groups 290_ By default automatic recordings for hunt groups are routed to the hunt group mailbox Previously this could not be changed except through customized call flows on the Voicemail Pro An alternate mailbox destination can now be specified through the Hunt Group Voice Recording 290 tab e Automatic Recording Mailbox for Account Codes 290 By default automatic recordings for account codes are routed to the mailbox of the user making the call Previously this could not be changed except through customized call flows on the Voicemail Pro An alternate mailbox destination can now be specified through the Account Voice Recording 290 tab e Call Data Tagging on Transfer Actions 22t_ The Transfer action now supports fields for setting the transfer source and description to display on phones receiving the transfer The ability to associate call data for MS CRM via Assisted Transfer actions is now a
291. eneric command Select Generic command 5 et Counter Select Counter E Cancel e Select Generic command Set Counter e Select Counter Enter 1 to 15 to select COUNTER1 to COUNTERL1S5D respectively e Value Enter the numeric value for the counter A call variable 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 command similar to COUNTER1 34 or COUNTER2 KEY These examples set the value of COUNTERIL to 34 and COUNTER2 to KEY respectively Voicemail Pro Installation and Maintenance Page 194 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Basic Actions 4 4 1 9 Set CPxx Value This Generic action option allows a value to be stored as one of the 15 CPxx call variables 157 The value to store can be the value of another variable or a value entered in the action Properties for Generic General Entry Prompts Specific Reporting Results Select Data Vanable Eo With Value SE O 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 such as KEY can be specified in order to have that variables current value stored Free Format Equivalent This action results in a free format command like CP4 KEY In that example the cu
292. ension user 16 If this message is received correctly continue with installing the Voicemail Pro software Voicemail Pro Installation and Maintenance Page 73 IP Office Release 6 15 601063 Issue 22e 16 May 2010 2 6 2 2 4 Configuring Outlook for Internet Mail For the installation of Outlook to work correctly the following setup process must be followed Outlook can be configured in two ways Using the Wizard prior to completing the steps below will cause Outlook not to send the messages correctly To configure Outlook for I nternet Mail Right click the Outlook icon on the desktop and select Properties Select Add Select Internet Email and click OK For the Mail Account enter Voicemail Oy aor ger wae cies For User Information enter Voicemail as the Name and for the Email address enter your address for example voicemail example com gt Select the Servers tab Enter the name or IP address of the Outgoing mail server and Incoming mail server The Incoming Mail Server details can be left blank as Outlook does not need to check for mail Otherwise enter the account name and password for example Voicemail Select Remember password Select the Connection tab Select Connect using my local area network LAN Click Next Click OK 10 Click Next 11 Accept the default path for file creation 12 Select Next then Finish and then Close 13 Open Outlook 14 On the Email Service Option Screen select Interne
293. ensure that mailbox owners have the help and user guide for their type of mailbox available to them There is an IP Office User Guide and an Intuity Mailbox User Guide Both are available in PDF and online help formats Voicemail Pro Installation and Maintenance Page 328 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Mailbox Access Controls 6 1 General Controls The following default IP Office short codes can be dialed by any user from their own extension e 17 Collect Messages Access their mailbox from their own extension e 18 Voicemail on 19 Voicemail off When on the IP Office telephone system will use voicemail as the destination for unanswered calls e 48 Turn voicemail ringback on 49 Turn voicemail ringback off When on if the user has a new message the voicemail server will call the user s extension whenever the extension changes from off hook to on hook The voicemail server will not ring the extension more than once every 30 seconds e Q1 Sets the Voicemail Email mode to Forward e Q2 Sets the Voicemail Email mode to Alert e 03 Sets the Voicemail Email mode to Off Voicemail Pro Installation and Maintenance Page 329 IP Office Release 6 15 601063 Issue 22e 16 May 2010 6 2 Intuity Mode The following is a summary of the controls available when the voicemail server is set to run 82 gt in Intuity emulation mode The options that are shown in gray are not supported by IP Office Intuity emul
294. er option Synchronise calls to announcements should not be used when using the queue actions ai Queue ETA Action 255 Speak the caller s expected time to answer 4 Queue Position Action 256 Speak the caller s queue position Voicemail Pro Installation and Maintenance Page 175 IP Office Release 6 15 601063 Issue 22e 16 May 2010 4 3 Standard Action Tabs The standard tabs of an action are e General 176 Set 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 177 Sets the prompts that should be played to callers that reach the action e Reporting 182 Use to provided reporting on calls that use the action The reporting is done through the IP Office Customer Call Reporter applications e Results 183 Displays the results configured for the action Each result can be connected to a further action in the call flow 4 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 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
295. er 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 A The 8 Select System Prompt Language action can be used to change the prompt language used by subsequent actions in a call flow Once the TTY Maintenance Patch has been installed TTY is one of the selectable languages provided by the action n In the simplest form a f Select System Prompt Language action set to TTY Teletype Textphone would be added to the user s Collect start point and followed by a Get Mail action W Yoicemail Pro Client Intuity File Edit ctions Administration Help A Similarly a f 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 o E E s iol x File Edit Actions Administration Help Ge d ma Bob Jones gt Leave Start Point Voicemail Pro Installation and Maintenance Page 299 IP Office Release 6 15 601063 Issue 22e 16 May 2010 An Example of Customizing a Complex Mailbox Call Flow If required more complex call flows can be configured For example the call flow below allows callers to press to receive spoken language prompts or to wait a few seconds for the timeout and then receive TTY prompts Yoicemail Pro IP Office File Edit Actors Administration Help 2 oF 8
296. eract with desktop mode is no longer used Running services in this mode is not supported by Microsoft on Vista or Server 2008 Installing Voicemail Pro Troubleshooting ID Bitmap FF OU 00 00 00 00 00 00 OL FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF FF 00 0000 00 00 00 O FF EF FF FF FF FF FF FF FA ll Voicemail Conne gt ty Name Extn20l Y Mame not exist usin wwa lkTowavDat at twa lkTowavDatat 3 wa lkTowavDatat 3 Wa lkTowAvVDatatl Wa lkTowAVDatat Wa lkTowAVDatat this De TowAwmarar 4 Instead you should use the debug viewer 116 to view voicemail server activity as it occurs Voicemail Pro Installation and Maintenance IP Office Release 6 F Informational Name Em Ww init Delnit WI COM Methods Calls 1 Iw IVWA Modes O Fined Nodes O3 Outcalling 04 Message Process 05 Communications 06 Intuity TUI OF iw PO Ffice TUI iw Yorcemail Consol 09 Core Processing Registr Hame Lookup Ww Campaigns Kal C krinn ra arara il akina re alternative locale of Page 117 15 601063 Issue 22e 16 May 2010 Chapter 3 Using the Voicemail Pro Client Voicemail Pro Installation and Maintenance IP ice Page 119 Office Release 6 15 601063 Issue 22e 16 May 2010 3 Using the Voicemail Pro Client 3 1 Logging in to the Voicemail Pro Server If you st
297. ers Device Manager ME Local Users and Groups 2 Storage fo pee Disk Management bese Be Disk Defragmenter bees fy Logical Drives Hi Removable Storage C as Services and Applications To view the log details 1 From the Control Panel select Administrative Tools gt Computer Management The Computer Management window opens 2 1n the System Tool directory view the Event Viewer 3 Click VMPro User Log to view the details Voicemail Pro Installation and Maintenance Page 115 IP Office Release 6 15 601063 Issue 22e 16 May 2010 2 10 3 Tracing in Debug Many applications including Voicemail Pro output activity messages that are viewable in Debug View DbgView This application can be downloaded from http marketingtools avaya com knowledgebase tools debug File Edit wiew Help Installation Db gout Ymproyas YMpProyvas Ymproyas Ymproyas Ymproyas YMpPovas Ymproy as Ymproyas Ymproy ss YMpPovas Ymproy as Ymproyas Ymproyas YMpPovas Ymproyas Ymproyas Db gout Dbqaut MOCOS 1 Download the zip file c01 5 09 5 03 3 09 3 09 3 09 3 09 3 09 3 09 3 09 3 09 3 09 3 09 5 09 5 e616 2892 e616 2672 2616 2872 e616 2872 e616 2672 e616 2872 e616 2672 e616 2872 e616 2672 e616 2872 2815 2872 e616 2872 e616 2672 e616 2872 2816 2872 e616 2872 e616 2872 e616 2612 2816 2900 RIAL JATA Bali D llmai
298. ers To configure queuing for a hunt group 1 Open IP Office Manager 2 In the Navigation pane click oy HuntGroup and select the hunt group 3 View the Queuing tab Hunt Group voicemail Fallback 9 ueuing voice Recording Announcements Queuing On Queue Length no Lirnit 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 length When queuing is selected announcements can be played to the queued caller See Configuring Queue Announcements 276 Voicemail Pro Installation and Maintenance Page 279 IP Office Release 6 15 601063 Issue 22e 16 May 2010 5 3 8 Customizing a Hunt Group Call Flow Voicemail Pro allows for customization of queuing operation through the use of Queued and Still Queued start points either specific to a particular hunt group or default for all groups The vate Queue ETA and gucue Position actions can be used to provide callers with queue information and then place them back in the queue Within a Queue or Still Queued start points call flow the default action for any unlinked results
299. ers must have an SMTP server installed This can be done using the SMTP component of Internet Information Service IIS e To test type Telnet lt the name of the SMTP server gt 25 e Server names where entered must be fully qualified domain names e Voicemail Pro should not be installed on the same server as Exchange and or the domain controller Voicemail Pro Installation and Maintenance Page 427 IP Office Release 6 15 601063 Issue 22e 16 May 2010 8 7 2 Installing VoiceMail Pro with VPNM Support This section describes how to install the Voicemail Pro software with its VPNM component onto the Voicemail Pro server PC Before you begin 1 Using IP Office Manager check that the correct licenses for Voicemail Pro 22 gt are installed and show a status of Valid The essential licenses required are e Preferred Edition Voicemail Pro e VMPro Networked Messaging To install Voicemail Pro Software with VPNM support 1 Insert the IP Office Applications DVD Click on the link for Voicemail Pro and then double click on setup exe The Choose Setup Language window opens Select the installation language This language is used for the installation and for the default language prompts Click OK Installation preparation begins 4 If the following window is displayed Voicemail Pro is already installed You need to upgrade rather than install a new version See Upgrading a Voicemail Pro System 34 If the Modify repair or remove
300. ers to be specified FE Personal Distribution List O x f Public List Private List Members Voicemail Pro Installation and Maintenance Page 133 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Outcalling Using the Voicemail Pro client you can view and edit a user s outcalling 312 settings 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 users mailbox and right click on it Select the option Mailbox Administration 3 Select the Outcalling tab Mailbox Details Tel ES Account Personal Distribution Lists Outcalling Enabled During Time Frofile os foo Desk For All New Messages hal B EE E Escalation List For All New Messages C fis fao Disabled Retr Times Escalation List C System Personalised Destination Timeout secs Delay Mins Humber of retries 5 Desk 15 Retry Intervals 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 Mailbox Details Account Personal Distribution Lists Outcalling Enabled Always ba Escalation List For Hew Priority hes Voicemail Pro Installation and Maintenance Page 134
301. es 64 2 671 SM EP SOU Dies en hee ee sae 64 216 2 MAPI SOD recor namie slice sete ATE 69 2 6 3 Voicemail Email Operation ccccecccseseeeeeees 78 2 7 Text to Speech TTS Installation eee 81 2 7 1 Installing Generic Text to Speech c00 82 2 7 2 Installing Avaya Text to Speech 82 2 7 3 Using the Speak Text ACtiONn eseeeeeeeeeees 82 2 7 4 Text to Speech SAPI Controls cccceeeeeeees 83 2 7 5 Setting Up Text To Speech to Read Email 86 2 8 IP Office Configuration cccceecccceceeeeeeeeeeeeeeeeeeeeeeeees 87 2 8 1 System Seling Sesan 88 2 8 2 User Voicemail Settings ccccsseeceeeesssseeeeeees 90 2 8 3 User Source NUMDEIS ccccceeeseseseeeeeeeeeeeees 93 2 8 4 Hunt Group SettingS cccccccsessesssssseeeeeeeeeees 94 2 8 5 Voicemail Channel Reservations cc0 96 2 9 Voicemail Pro Preferences cccceceeeeeeteeeeeeeeeeeeeeees 98 2 9 1 System Preferences ccccccccsssssseeeeeeesssseseeees 99 2 9 2 Control Panel Options cccccesseeeeeeeeeeeeees 109 2 10 Troubleshooting en Ase ie es 113 2 10 1 Checking the Voicemail Pro Service 113 2 10 2 Voicemail Pro User LOg cceccceeeeeseeeeeees 115 Voicemail Pro Installation and Maintenance IP Office Release 6 Contents 2 10 3 Tracing in Debug skeie a 116 2 10 4 The Voicemail Console ccccccceeeeeseseeeeeees 117 3 Usin
302. es automatically press 7 to relogon press R zic Er O O rr rr 3 5 gt gt MO m oO cr wn S nx o 3 ced 5 09 Q 7 lt Wn rr Q O Q fg D v z 7 a MD f 7 Ty N 1006 To record or change the greeting heard by callers press 3 1010 ity 1011 1020 028 Page 029 Pages 041 There are no new faxes 048 1052 1061 1071 1073 075 087 088 089 1091 1092 1093 1098 118 141 144 145 1152 1153 1154 1155 157 158 159 Call answer messages will not be accepted 160 1161 1162 1163 1164 219 305 430 431 1432 1434 1440 1443 444 457 Old and new passwords cannot be the same 1461 Nothing to print To specify your fax preferences press 3 Your default print destination is tI To change the default print destination press 1 To print to destination Press To specify destination enter digits followed by the key You are specifying where your documents will be printed A default print destination has not been assigned To assign a default print destination press 7 then 53 You are specifying the default print destination for fax items When finished recording press for more options To specify whether a message can be addressed before it is recorded press 6 To administer call answer options press 7 Address before record turned on You are administering addressing options J D gt 4 5 jim gt O
303. ese details MUST be completed before the user can be added 3 Click OK to save the details and return to the VPNM configuration window Select the VPIM server from the listing Enter the user s full name The user s full name is used by the local Voicemail Pro s dial by name feature 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 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 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 Voicemail Pro Installation and Maintenance IP Office Release 6 Page 432 15 601063 Issue 22e 16 May 2010 Appendix Installing Networked Messaging VPNM To add a group of users 1 Optional Check the option Enable WildCard When this option is selected you can use the question mark symbol to represent any number 2 Inthe Users for VPNM Server s section click Add Range The Adding a range of users window opens Adding a range of users E x Which VPANM Server do these users belong to Input extension range Start Number of Users EE S Enter local pretis Enter remote pretis Cancel
304. ess greeting always includes the prompt For help at any time press 4 H in the US locale e Broadcast Select the option Broadcast if you want any voicemail messages left for the hunt group to be forwarded to the mailboxes of the individual group members The original message in the hunt group mailbox is deleted after being broadcast e UMS Web Service IP Office 5 0 If selected the hunt group mailbox can be accessing using UMS 37 gt via a web browser or an IMAP compatible email application 4 Click OK and save the configuration Voicemail Pro Installation and Maintenance Page 95 IP Office Release 6 15 601063 Issue 22e 16 May 2010 2 8 5 Voicemail Channel Reservations By default inbound calls routed from IP Office to voicemail are able to use any available voicemail channels up to the limit of the number of licensed channels 16 regardless of how many calls of the same type are already in progress However if required channels can be reserved for different types of inbound calls to the voicemail server Voicemail channel reservations can be made for e Auto Attendant e Announcements e Voice recording e Mailbox access e Mandatory voice recording It is worth checking the voicemail channel reservations if there are problems If insufficient voicemail channels are available e Internal calls to an auto attendant are queued The call will queue until a resource becomes available e Announcements are not heard by the
305. essage belongs e message The message to query Return Value The CLI of the caller that left the message String 7 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 Voicemail Pro Installation and Maintenance Page 356 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Examples Using VB Script 7 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 7 1 2 31 MessageTime 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 7 1 2 32 PlayDigits Method This method is used to play the digits specified throug
306. essages and other data are stored for the mailboxes and services provided by Voicemail Pro e Voicemail Pro Client The Voicemail Pro Client is used to manage and configure the Voicemail Pro service It is typically installed on the Voicemail Pro server but can also be installed separately on another computer to allow remote access to the server Only one client can connect to the server at any time e Telephone Extension For internal extensions the voicemail server provides message waiting indication This is done automatically for the phone users own mailbox However the user can be configured to also receive message waiting indication for other mailboxes e User s PC In addition to accessing mailbox voicemail messages through the phone there are a range of method for accessing messages from a users computer This can be by web browser IMAP email account Exchange 2007 email account and various other options The IP Office one X Portal for IP Office and IP Office Phone Manager applications can also be used e Email Server Using an email server Voicemail Pro can provide a number of services This includes send messages alerts or copies of messages For Exchange 2007 email servers the email server can be used as the message store with users accessing their messages using Outlook 2007 e ContactStore Server In addition to taking voicemail messages the Voicemail Pro can be used for automatic and manual call recording These recordings are nor
307. etAly arf e MSGateway arf 3 Remove Voicemail Pro Any previous versions of Voicemail Pro must be removed before you start to install the new version 1 Open the Windows Control Panel 2 Select Add Remove Programs 3 Select I P Office Voicemail Pro and click Add Remove 4 From the options offered select Remove and click Next 5 Follow the prompts that you see on the screen during the removal process 6 When the process has been completed select the option Yes want to restart my computer now and click Finish 4 Restore the Registry The Voicemail Pro registry settings that were backed up in step 2 needs to be restored 1 Insert the IP Office Applications DVD Click on the link for Voicemail Pro and then double click on setup exe The Choose Setup Language window opens 2 Locate the file restorereg bat and double click it to run the application This restores the registry settings previously associated with Voicemail Pro 5 I nstall the New Software See Installing Voicemail Pro 18 and then refer to the sections that relate to the type of Voicemail Pro that you intend to install Voicemail Pro Installation and Maintenance Page 34 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro Upgrading Voicemail Pro 6 Restore the Database The copy of the call flow database that contained any customizations made to the default call flow needs to be restored 1 2 3 4 5 6 7 8 9 Start Voic
308. ete 2 From the Edit menu select Delete or right click the action and select Delete 3 The selected action is deleted Voicemail Pro Installation and Maintenance Page 170 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions 4 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 Most actions only have a Next result i e a single connection to the next action Other actions may have two results for example True or False Each of these results represents a connection point for different following actions Some actions may have multiple results For example the Assisted Transfer action has results for Next No Answer and Busy Each of these results represents a connection point for different following actions If a result occurs for which no connection to a following action has been set either the call is disconnected or if it came from a hunt group queue it is transferred back to the queue Within modules all connections should end in another action or in a Module Return action To add a connection 1 Click the FF con 2 Click and drag the cursor from action s result that triggers the co
309. etings press 3 N NNI NIN NIN NIN CO N NIN OWO O NO UJ m The system greeting Cannot listen to system greeting Cannot modify system greeting No greetings recorded Personal greetings review completed 8 To skip to the next greeting press the sign 782 To activate a greeting enter greeting number to de activate a greeting activate a different greeting in its place 783 To activate another greeting enter greeting number to de activate a greeting activate a different greeting in its place 784 _ To activate system greeting enter O To activate system greeting enter 0 N 00 U1 Same greeting used for all calls N 00 Oo To identify calls as internal and external press 1 To identify calls as busy and no answer press 2 To identify calls as out of hours press 3 N N N OO oOo N Calls identified as internal and external N 91 Calls identified as busy and no answer Voicemail Pro Installation and Maintenance Page 409 IP Office Release 6 15 601063 Issue 22e 16 May 2010 WAV File Intuity Prompt 92 Calls identified as out of hours 9 Calls not identified as out of hours To use the same greeting for all calls press 5 CO N NIN re O OIN W External 00 m N No answer Calls You are administering your personal greetings o o o elele OU A You are listening to a personal greeting You are re
310. ew dial plan the dial plan must be added to one or more UM servers before it will be used Help lt Back d Create a plan similar to the one shown above The digits length is not important but must be matched later in the process The simplest option is to set it to match your IP Office extension number length Click New and then Finish 4 You now need to select which mailboxes the Unified Server role is available Voicemail Pro Installation and Maintenance Page 49 IP Office Release 6 15 601063 Issue 22e 16 May 2010 a Expand the Recipient Configuration section and select Mailbox b Right click on the configuration settings used for general mailbox users and select Enable Unified Messaging Bs Exchange Management Console File Action View Help ial i 2 Meranpft exchange E Mailbox ioc_avaya com lina Organization Configuratior f i 2 fa 9 Sereconfasaios Server Sq Server Configuration IP Create Filter Mailbox ary Recipient Type aioe Ha Administrator Administrator User Mailbox ee Hub Transport 5 Ba cer cer User Mailbox aumsvmpro umsvMpro User Mahon Userapps Userapps ga Unified Messaging Recipient Configuration cece Actions Mailbox T Z Modify the Maximum dp Find I New Mailbox E Export List TE Mailbox 2 Distribution Group Disable E View GS Mail Contact putts M3 Disconnected Mailbox Move Mailbox G Refresh g Toolbox Enable
311. extensions Seventy Eighty A AIA A U w w Ww OO A A J D ct lt To continue playing press 3 N O me 00 If it s your list press 472 477 484 Enter more characters followed by the sign If you just completed entering the last name enter the first name co on I D nn IS WO WJ 00 oO i To reply to sender by voicemail press 1 You are requesting a transfer When finished recording press to approve or 1 to edit your message To exit press now You addressing your message Enter the Digit extension Ol O1 OF Ol UO nN AD AD Oo UI O wW N eO 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 You are reviewing a list Priority 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 585 Zero 587 You are reviewing a list 60l Priority 606 At the tone please speak your name After speaking your name press 1 610 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 peo
312. f whether that IP Office is hosting the Voicemail Pro server e The VRL application must be configured to store recording on a separate partition drive or PC from the Voicemail Pro This is necessary to ensure that the long term storage or recording archives and space available for mailbox messages do not conflict Voicemail Pro Installation and Maintenance Page 284 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Administration Recording Calls 5 4 4 Manual Call Recording There are several ways to start manually recording a telephone call Phone Manager Pro Users can initiate call recording using Phone Manager Pro when they are working in Agent Mode The recording feature is active during a telephone call and when call recording is available e Press on the toolbar to start recording Press m on the toolbar to stop the recording e Select Actions gt Start Recording The call will be recorded Press Actions gt Stop Recording to finish recording the call SoftConsole The SoftConsole operator can manually record all or part of a current telephone call e Press the button on the toolbar The button acts as a toggle Press the button again to stop recording e Select Actions gt Record Call This action toggles and so is also used to stop recording e Press F5 to start recording Press F5 again to stop the recording 4400 Series Telephones in the 4400 Series with a Menu key can manually trigger call recording by
313. f either the browser default or as background The option background is the default selection Click Back to continue 5 Enter your mailbox box name in the User Name field Voicemail Pro Installation and Maintenance Page 385 IP Office Release 6 15 601063 Issue 22e 16 May 2010 6 Click Continue The Campaign Web interface opens E Campaign Web Interface Microsoft Internet Explorer Voicemail Pro Web 1S ane Campaign anne Webb l ee Version 4 0 4 aigne s B eines 1 Sales Catalogue P h 3 Submit AVAYA Hold CTRL while selecting For multiple campaigns 7 Select the campaign results that you want to view 8 Select the type of results that you want to view Voicemail Pro Installation and Maintenance Page 386 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Examples Campaigns 9 Click Submit to view the results The details are listed in the main part of the window Sales Catalogue Biest Wen ext Actre ext Processed Ident atate Date Time CLI Customer Mame Customer Address 2 6 New x zn 17 14 w StF po o E 6 New 2i a w StF on 09 E 00 00 7 20 11 2006 17 15 a StF oon 7 20 11 2006 17 19 a Q oon 7 21 11 2006 10 23 a Q onog Q oo 13 7 21 11 2006 11 29 w G onog th ooo 2 Sho 13 46 a KE onoo G oon ib G dd bib Voicemail Pro Installation and Maintenance Page 387 IP Office Release 6 15 601063 Issue 22e 16 May 2010 7 5 Fax Server Configuration
314. fault False This flag sets whether a beep is played before the start of recording tae key press that was used to terminate the recording String 7 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 Re RocorsRegi ster regnu maxtime interruptables dlgid playbeep 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 Voicemail Pro Installation and Maintenance Page 361 IP Office Release 6 15 601063 Issue 22e 16 May 2010 7 1 2 37 Register Method This method is used to determine whether the voicemail session that was used to launch the VB script is still active Parameters e digid Long Default 0 The connection for the voicemail 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
315. 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 390 Intuity mailbox owners have options available through their telephone handset so that they can forward a fax toa 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 oe number to determine the target destination for the fax See Setting the Voicemail Pro System Fax Number 390 e Fax calls can be redirected using a call flow Menu action instead of a system fax number If a system fax number is not set up a menu action can be used instead The F character can be used as one of the touch tone choices of a Menu action to specify the actions that should be applied to f
316. ffice Release 6 15 601063 Issue 22e 16 May 2010 e Next This conditions when this option is used depend on the mailbox mode in which the Voicemail Pro is running Get Mail e IP Office mode Users who press O while they are logged into their mailbox will be routed to the Next result e Intuity mode Users who press 0 whilst in their mailbox will be routed to their Voicemail Reception number if set The Next result is not used Voicemail Pro Installation and Maintenance Page 206 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Mailbox Actions 4 5 2 Leave Mail a The Leave Mail action allows 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 265 e Hunt Group Queuing Example Call Flow using POS 280 e Changing the Language Setting for a TTY Device 29 e Example Call Flow Dial by Name 375 Settings 1 Click the m Mailbox Actions icon and select a Leave Mail 2 The General 176 Entry Prompts 177 Reporting 18 and Results 183 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 Specific Reporting Results Leave message to Callers Mailbox Mailbox C YAL e Caller s Mailbox The mailbox matching the start point of the call e Mai
317. for outcalling to be specified oi Account Personal Distribution Lists Outcalling Enabled Durning Time Frofile A os foo Desk For All New Messages E 17 fao Escalation List For All New Messages C fis 30 Disabled e Enabled During Peak Time Use outcalling during the peak time 105 period defined on the voicemail server Mailbox Details ioj xi Account Personal Distribution Lists Outcalling Enabled During Peak Time Escalation List For New Priority Messages T Peak Time from 09 00 to17 30 e Enabled During Prime Time Use outcalling during the prime time 314 period defined on the voicemail server ioii Account Personal Distribution Lists Outcalling Enabled Durning Time Profile T A os oo Desk For All New Messages E i7 30 F HEEE For All New Messages c fia 30 Disabled e Retry Times e System Use the default retry settings 105 configured on the voicemail 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
318. g Forward to email 1 Forward to extension s 2 Foward to extension s with header Fast forward Rewind Call back sender internal Direct all to email U1 oend emall notification U2 Turn email use off US Change mailbox access code U4 message 3 follow each extension number with and then a final to finish entry save message 4 Voicemail Pro Installation and Maintenance Page 331 IP Office Release 6 15 601063 Issue 22e 16 May 2010 6 4 Phone Manager The IP Office Phone Manager application provides a number of features relevant for Voicemail Pro For full details refer to the Phone Manager User Guide e Messages Tab This tab is available for all Phone Manager users and will show them the number of messages in their mailbox The user can also be configured to see the number of messages in selected hunt group mailboxes Clicking on any of the rows will initiate a call to the mailbox to play the messages e Voicemail Tab This tab is available for Phone Manager Pro users It provides a number of controls for message playback that the user can use after having accessed a mailbox Account Codes 20084144 10 E ee 20084 2103 08 et 2008A 208 11 2 20084 2412 16 20084 246 10 I 44 gt gt gt ri u x al c3 Voicemail Pro Installation and Maintenance IP Office Release 6 ra 26 46 23 35 4764 4337 4764 4632 4337 4764 Mark Gallagher M
319. g 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 speaking 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 Voicemail Pro Installation and Maintenance Page 423 IP Office Release 6 15 601063 Issue 22e 16 May 2010 8 6 Installing VoiceMail Pro as an ACM Gateway Complete the steps in this section to install Voicemail Pro as an ACM Gateway There is only one type of installation for the Voicemail Pro ACM Gateway Therefore you are not offered the choice of custom compact or typical during the installation process To install the ACM Gateway i 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 Insert the IP Office Applications DVD Click on the link for Voicemail Pro and then double click on setup exe The Choose Setup Language window opens Select the installation language This language is used for the installation and for the default language prompts Click OK Installation preparation begins Voicemail P
320. g the Voicemail Pro Client 3 1 Logging in to the Voicemail Pro Server 00 120 3 2 Continue Offline Message WINdOW 0ccceeeeeeees 120 3 3 The Main Voicemail Pro WINdOW 00cceeeeeeeees 121 3 4 Saving Changes and Making them Live 0 122 925 LOGGING OUE nere e E aa 122 3 6 Voicemail Shutdown or SUSPeNA cseseeeeeeeeeeees 122 3 7 GIOSING DOW Mii ee ea es ES 124 3 8 Changing Between Offline and Online Mode 125 3 9 Administrator ACCOUNMS cccccesecceeeecesaeeeeseeseeeaees 126 3 10 Confirm Call Flow Download Window 00608 128 3 11 Using the Navigation and Details Panes 128 Bo Wel Users 7 GQIOUDS rnia a 130 3 11 2 Voicemail Pro Administrators 00cccee 136 S113 Server QUEUES arai a N 137 3 11 4 Distributed VOICeEMaAIlS cccccseeeeeeesseeeeeees 142 3 12 Toolbar ICONS rennison a 143 3 13 Importing and EXxPOrting ccccecssseeeeesseeeeeeseeeees 144 3 14 Backup and Restore SettingS eeeeeee eres 145 3 14 1 Backup Configuration cccccssssseeeeeeeeeeeees 146 3 14 2 Doing a Manual BackuD cece 147 3 14 3 Restoring a Previous BackuD ce 148 3 15 Including Other Fles ecer 149 3 16 SIGE F OWS eenn a seats 150 3 16 1 Default Start POMS ccc eee ee 152 3 16 2 Using Start POMS eal ict ae dees 153 3 16 3 Viewing Call Flows as TeXt
321. ge will override its previous status including those marked as saved Forward Forward a copy of the selected message to another mailbox When clicked the type of mailbox user or hunt group can be selected The list of mailboxes is then shown and allows selection of multiple target mailboxes gt lt Delete Delete the selected messages Manually deleted messages remain visible until the voicemail server next performs its mailbox housekeeping See the deleted message description above Change password This option allows you to change your voicemail mailbox code Voicemail Pro Installation and Maintenance Page 337 IP Office Release 6 15 601063 Issue 22e 16 May 2010 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 N From To Message Brad Trower 4337 Mark Gallagher 2 3 11 July 2008 14 07 44 45s F rirst Previous gt Next i Last Play on Extension 4311 From To Message Brad Trower 4337 Mark Gallagher 2 3 11 July 2008 14 07 44 45s KP First lt Previous gt Next Piast Changing Settings You can click on Change Settings to access a number of options to customize your UMS web voicemail Change Settings Current password Po Mew password again Po Number of messages per page 4
322. gered UUI contains either the account code user name or hunt group name that triggered the auto recording Modules gt Record Start Point Listen to Callers Mailbox Mailbox suu e Cancel Help tail The value of condition Accountl1 is checked using a s Test Condition action ala 4 Listen action which specifies the mailbox for the recording amp If found True the call is recorded using a If found False the next condition test is tried The conditions created within the 2 Condition Editor compare the variable UUI against possible account code values Condition Editor Compare Compare value This condition is TRUE if Value A sul Is Equal to bi Value E 22222222 The final H Listen action used if none of the condition tests are True has its Mailbox set to UUI If UUI hasn t matched any account code being used for auto recording then its value will be either the user name or hunt group name that triggered the auto recording Voicemail Pro Installation and Maintenance Page 294 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Administration Recording Calls 5 5 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
323. gn 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 Settings 1 Click the Mailbox Actions icon and select aie Campaign 2 The General 176 Entry Prompts 177 Reporting 18 and Results 183 tabs are standard tabs available to all actions 3 You need to enter the campaign and select whether to leave or collect campaign information in the Specific tab Campaign Please select a campaign E Will this action leave or pickup campaign information f Leave campaign information e g customers Pick up campaign information e g agent e Please select a campaign Enter the campaign that you want to use Then select on 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 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 O Pause 5 Mark call as processed and save Fast forward Results This action has the following result which can be connected to a fur
324. group The call can be answered at any stage of the announcement See Configuring Announcements 276 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 Recording Warning 283 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 295 e Calls are queuing against an user s extension User s can configure their personal announcements When the 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 296 5 5 1 Mandatory Announcement Example The screen below shows an example of a call flow that plays an announcement to any caller to the sales hunt group Callers entering at this start point can not bypass the announcement H cA Speciic Start Points Modules gt Sales ol User H Groups TR Short Codes Start Point 5 Default Start Points a Yorcemail Pro Administrators 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 22t
325. gt 3 Configure Outlook for internet mail See Configuring Outlook for Voicemail Email 70 gt 4 Configuring Outlook for exchange server See Configuring Outlook for Exchange Server 75 gt The user name and password created are requested as part of the installation of the Voicemail Pro service The process described here assumes that Outlook is installed but has not been previously used or configured You are then ready to install the Voicemail Pro software See Installing the Voicemail Pro Software 71 gt By default Voicemail Pro is set to use SMTP for emails You need to change this to MAPI See Switching Voicemail Pro to MAPI 71 gt You also need to set the SMTP Email Account settings on the Voicemail Pro so that they match those of the customer s email server See Changing SMTP Email Account Settings 77 2 6 2 2 2 Creating a Voicemail User Account To create a Voicemail User Account 1 Log on to the server PC as the local administrator and create a new user For this example the name of the user account created used is Voicemail Set a secure password Clear User must change password at next logon and check Password never expires Click Create and then Close Right click the New Account and select Properties Select the Member Of tab Click Add In the Select Groups window highlight Administrators and click Add Click OK Continue with one of the following as appropriate to the installed MAPI client and method for
326. guage in voicemail does not necessarily indicate support for IP Office in a country that uses that language EEUE WAV Fallback Selection TTS 5 0 Folder Brazilian Portuguese ptb o 5 VIVI IV VIV V V VIV V VI VIV VIVIVIOIVI VI IVI VIV V lO MO 1o 10 lo lo lo zn zn Mm 10 5 lO lO 10 o Wn t5 D Wn gt gt gt gt gt O gt gt gt gt gt gt rr z oO s O a 5 3 a s V a 5 5 a y V y Viv V V D D D D T 32 CIs is J J cC c Cc Cc i 3 gt 0 f French Canadian frc hu it ko eso no gt When the IP Office routes a call to the voicemail 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 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
327. h voicemail to the active connection I 52 Posies aigits 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 specifes 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 Voicemail Pro Installation and Maintenance Page 357 IP Office Release 6 15 601063 Issue 22e 16 May 2010 7 1 2 33 PlayLocaleWav Method This method is used to play a wave file through voicemail to the active connection taking into account the system locale OOo yO 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 name 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 dire
328. hat hunt group Get message trom Callers mailbox Mailbox Modules Cancel Help Members of the hunt group Main can now dial 99 from their own extensions to access hunt group messages In IP Office mode to use this short code for access from an extension that is not a member of the hunt group a voicemail code should be configured for the group Voicemail Pro Installation and Maintenance Page 274 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Administration Hunt Group Voicemail 5 3 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 to that group Similarly a group can be taken in or out of Night Service by using Manager short codes or an associated time profile When the group is in Night Service callers are played the group s Out of Hours greeting and can then leave a message Alternatively if an Out of Hours Fallback Group has been configured callers are passed to that group Voicemail Pro Installation and Maintenance Page 275 IP Office Release 6 15 601063 Issue 22e 16 May 2010 5 3 5 Configuring Announcements When a
329. hat 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 Properti for Get Mail E _ Prompt ____ fength s _ LOCcustomsget_ rail waw J Allow prompts to be interrupted by Tones Voicemail Pro Installation and Maintenance Page 304 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Administration Changing Language 5 8 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 their mobile telephone e Both the internal and external telephones ring when a call is received The call can be answered from either telephone e If the feature Do Not Disturb DND is active for the user any callers to the internal extension number will hear the busy tone and the external telephone will not ring If a caller is entered in to the DND exception list for example using the application Phone Manager only the internal telephone will ring e f any of the forward options are active both the external and the telephone where the calls are forwarded to will ring e f 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
330. have any user accounts defined and so cannot be accessed remotely The process below is used to create a Voicemail Pro user account There are two types of account a standard client user and administrator users The key difference is that administrator users are able to setup other user accounts and change user account details To add a Voicemail Pro Client User 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 2 Right click on the right hand pane and select Add W Add Administrator User M ame Anne Webb T ype Administrator Password anne Status Inactive z Confirm Password eee Cancel Hep 3 Enter the details for the new Voicemail Pro client user e User Name Enter a unique name for the Voicemail Pro client user account The name must be at least 5 characters long and must not contain spaces or any of the following characters lt gt e New Password Confirm Password Enter and confirm the password for the account The password must be at least 5 characters long and must not contain spaces or any of the following characters lt gt e Type Select the type of account e Basic Voicemail Pro 6 0 A basic account user can view most of the voicemail settings but can only edit alarms e Standard A standard account can perform administration
331. he ISBN captured in the previous menu action Reg resuesc6N Fonos 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 SOL Wizard Function Tables Field SELECT Booklist Sn Selected Fields gt gt Author AND ADD Logical Field Relational Data ISBN key Delete Modify Cancel lt Back Select Fields Upto six field may be selected Voicemail Pro Installation and Maintenance Page 368 IP Office Release 6 15 601063 Issue 22e 16 May 2010 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 E x Please enter the SQL command to be execute SOL Wizard Command to execut
332. he action The reporting is done through the IP Office Customer Call Reporter applications e Results 183 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 required action For example if you selected Basic Actions you might choose Speak Text The cursor changes to show that you have selected an action to add Alternatively on the toolbar click the icon for the required type of action and then select an action from the submenu 5 Click in the details pane where you want to place the action The new action is added You can now edit the action and add connections to it You can change the properties of an action For example If you selected the Speak Text action you can specify the actual text to be spoken when an action is taken To edit an action 1 Double click the action in the details pane or right click it and select Properties The Properties window opens Details of the selected action are contained in a set of tabs 2 Select a tab and change the action properties as required 3 Click OK when you have finished To delete an action 1 1n the Details pane where the actions are displayed click the action to del
333. he listing Enter the user s full name The user s full name is used by the local Voicemail Pro s dial by name feature 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 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 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 Voicemail Pro Installation and Maintenance IP Office Release 6 Page 107 15 601063 Issue 22e 16 May 2010 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 e x Which VPANM Server do these users belong to Input extension range Start Number of Users Enter local pretis 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
334. he user voicemail settings 90 IP Office 5 0 allows system defaults to be set These are then applied to all user mailboxes unless the users own settings differ e Reception Breakout DTMF 0 The number to which a caller is transferred if they press O while listening to the mailbox greeting rather than leaving a message 0 on embedded voicemail e For systems set to Intuity emulation mode the mailbox user can also access this option when collecting their messages by dialing 0 e If the mailbox has been reached through a call flow containing a Leave Mail 207 action the option provided when 0 is pressed are e For IP Office mode the call follows the Leave Mail action s Failure or Success results connections depending on whether the caller pressed O before or after the record tone e For Intuity mode pressing 0 always follows the Reception Breakout DTMF O setting e Breakout DTMF 2 The number to which a caller is transferred if they press 2 while listening to the mailbox greeting rather than leaving a message 2 on embedded voicemail For pre 5 0 systems this option is not support for Voicemail Pro running in IP Office mailbox mode e Breakout DTMF 3 The number to which a caller is transferred if they press 3 while listening to the mailbox greeting rather than leaving a message 3 on embedded voicemail For pre 5 0 systems this option is not support for Voicemail Pro running in IP Office mailbox mode e SIP Settings
335. ice configuration It is used to add a list of the remote VPNM servers and mailbox users on those servers To open the VPN window 1 Start the Voicemail Pro Client 2 From the Administration menu select Preferences gt VPNM The VPNM window opens O x as PNM via SMTP server pcsserver Numbe von sitea avaya com Bob Jones 00 C 362 W Enable WildCard Help Close To add a VPNM server In the VPNM Server s section click Add 2 Enter the fully qualified domain name of the remote VPNM destination the remote Voicemail Pro server PC or Avaya Interchange Enter the two digit access prefix if these are being used 4 Click OK To delete a VPNM server 1 Inthe VPNM Server s section select the server that you need to delete 2 Click Delete When a server is deleted all of the users associated with that server are also deleted Voicemail Pro Installation and Maintenance Page 431 IP Office Release 6 15 601063 Issue 22e 16 May 2010 To add a user to VPNM server 1 Inthe Users for VPNM Server s section click Add The Adding a new user window opens Adding anew user Please complete the user details Which PIK Server does this user belong to What is this user s full name Please enter the user s local extension Pleaze enter the user s remote extension prenete seenen Oooo What is this user s full telephone number 2 Enter details for the user All of th
336. ice control 54 and backup voicemail server 55 peration can be combined e Central IP Office Unavailable y iiin j If the central IP Office l OICemall wa Fallback becomes unavailable on the Centralized Server es E IP Office network the fallback IP Office Voicemail 9 ee assumes control of voicemail Sorver i services using the centralized voicemail server IP Office fats Centrvized Central Voicemail Server controlled by Fallback IP Office e Central Voicemail Unavailable If the central voicemail server becomes unavailable on the network the central IP Office will switch to using the backup voicemail server Backup Voicemail Server controlled by Central IP Office e Central IP Office and Central Voicemail Server Unavailable If both the central IP Office and the central voicemail server become unavailable to the network voicemail services will switch to the backup voicemail server under control of the fallback IP Office Combined Backup Voicemail Server and Fallback IP Office Operation Voicemail Pro Installation and Maintenance Page 59 IP Office Release 6 15 601063 Issue 22e 16 May 2010 2 5 6 Installation Notes Both the distributed voicemail and the backup voicemail scenarios use the same mechanism SMTP email between the IIS on the voicemail servers to exchange information between the servers Therefore the following notes apply to both scenarios unless specifically stated as othe
337. icemail if available e Channel Reservations 96_ Specific functions can have voicemail channels reserved for their use The channels are reserved in IP Office Manager By default there are no reserved channels e Automatic Recording 289 Incoming call routes can be configured to be automatically recorded Voicemail Pro Installation and Maintenance Page 403 IP Office Release 6 15 601063 Issue 22e 16 May 2010 o 5 Prompts 8 5 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 It is important to note that the corresponding wav file in other languages is not the same prompt WAV File at i zZ o Wa Olo rF qi a Ie Z Siz lt aS E o Oo e 3 g 3 OD Wn nH D te g O qd Wn nH P To record press 1 after recording press 1 again 5 O 3 e9 lt D O lt e9 rt D O D U U m gt 5 Q T rrt O 3 D a O 3 A O O 0 U n De r To forward with comment press 2 To review from beginning press 1 if finished press D To attach original press y for yes or n for no S 4 4 O ol o oja lela O74 5 8 1 2 2 To p 7 D Oo OR en oO oO D ae Wn nt U a Login incorrect To forward message with
338. ick ial to merge the configuration back to the IP Office Voicemail Pro Installation and Maintenance Page 270 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Administration User Voicemail Access 5 3 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 the voicemail server can provide appropriate greetings to callers These greetings can be changed through the normal mailbox controls Mailbox users can find out more in the IP Office or Intuity Mailbox user guides See Out of Hours Operation 275 See Configuring Announcements 276 e Voicemail Pro allows the actions available to a queued caller to be customized as well as the greeting messages e Voicemail Pro does not control the queuing of calls Queuing is controlled by the IP Office switch that presents queued and still queued calls at the appropriate times and provides the queue position and ETA data e Messaging If voicemail for a hunt group is on the IP Office default calls to the hunt group are automatically routed to voicemail if all available extensions have been called for the number of seconds defined in the IP Office No Answer Time parameter The default time setting is 15 seconds e Message Waiti
339. ield 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 ensure that you enter KEY Results This action has the following results which can be connected to further actions Database Execute Succes Neate eer oa 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 366 and Entering Details in to the Database 37 gt Voicemail Pro Installation and Maintenance Page 251 IP Office Release 6 15 601063 Issue 22e 16 May 2010 4 10 3 Database Get Data i Once a Database Execute 25 action has been used it may return 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 In addition to the normal licenses for Voicemail Pro 2 use of database actions requires the IP Office system to have an Advanced Edition license For systems upgraded to IP Office Release 6 existing legacy VMPro Database Interface licenses can still be us
340. ify which prompt to play or create a new prompt in the Wave Editor window See Using the Wave Editor 17 Voicemail Pro Installation and Maintenance Page 381 IP Office Release 6 15 601063 Issue 22e 16 May 2010 7 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 A E x t Customer Menu Please select the prompt to be played after the customer has made their recordings l Please select which options will be available to the customer after the above prompt has played 11 Save the Campaign and then quit Al 2 Play back responses to Campaign 13 Restart the whole Campaign 4 Quit the Campaign without saving M wait for a key press for up to 30 seconds r F Cancel e Please select the prompt to be played after the customer has made their recordings You can select or create a prompt that is then played to callers after completing the sequence of questions and answers The prompt should inform the customer of which actions selected from the list they can use Click to specify which prompt to play or create a new prompt in the Wave Editor window See Using the Wave Editor 179 e Please select which options will be available to the customer after the above prompt has played Check the boxes to select the options that will be ava
341. igits 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 198 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 Variable Length The length of the value stored within a variable is limited For Voicemail Pro 4 2 this limit has been increased from 64 characters to 512 characters Voicemail Pro Installation and Maintenance Page 157 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Available Variables Write Description Contains the unique call ID that the IP Office assigns to all calls that it handles The same call ID is shown in IP Office SMDR records uf Holds the CLI of the caller if available to the IP Office Voicemail Pro 5 0 provides counter variable COUNTER1 to COUNTER15 These can be used in the same way as other variables They can also be manipulated using Generic 184 action commands for Set Counter 194 Clear Counter 190 Counter Decrement 19 and Counter Increment 192 They can also be used with the Decrement and Test Counter 242 and Increment and Test Counter 24 actions By default the initial value of a counter variable is 0 The formats COUNTERx or COUNTER x are both supported wf The
342. il Pro Examples Using VB Script 7 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 7 1 2 42 SetSavedResult Method This method can be used to set the value of the SAV variable Method Voice SetSavedResult result dligid Parameters e result String The new value for the SAV variable e digid Long Default 0 The connection for the voicemail session Return Value This method does not return a value 7 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 7 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 value for the VAR variable e digid Long Default 0 The connection for the voicemail session Return Value This method does not return a value Voicemail Pro Installation and Maintenance Page 363 IP Office Release 6 15 601063 Issue 22e 16 May 2010 7 1 2 45 Speak Method
343. ilable 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 Delete the customers responses and restarts the sequence of questions and answers e Quit the Campaign without saving Disconnects the customer without saving their responses e Move options You can move the currently highlighted option so that the key presses associated with the options differ e Timeout Sets how long the voicemail server should wait for an answer before following the No Answer connection Voicemail Pro Installation and Maintenance Page 382 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Examples Campaigns 7 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 name for the campaign 7 4 2 Accessing Campaign Results The results of a campaign can
344. ilbox Method voice GetUserExtension mailbox Parameters e mailbox String The mailbox to which the message belongs Return Value The extension number String Voicemail Pro Installation and Maintenance Page 355 IP Office Release 6 15 601063 Issue 22e 16 May 2010 7 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 internal callers to identify the user s own mailbox Return Value The mailbox name String 7 1 2 26 GetUserVariable Method This method returns the current value of a specified user variable Method voice GetUserVariable variable Parameters e variable String The user variable name Return Value The current value of the user variable String 7 1 2 27 GetVariable Method This method is used to obtain the VAR session variable Method voice GetVariable dlgid Parameters e digid Long Default 0 The connection for the voicemail session Return Value The value of the VAR variable associated with the specified voicemail session String 7 1 2 28 MessageCLI 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 m
345. ils 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 extl gt lt ext2 gt This option can be used with a generic action that is proceeded by an action that records a message such as a Voice Question or Edit Play List action It then forwards the message to another mailbox or mailboxes Each extension number should be followed by a plus an additional at the end of the string Voicemail Pro Installation and Maintenance Page 193 IP Office Release 6 15 601063 Issue 22e 16 May 2010 4 4 1 8 Set Counter This Generic action option allows one of the 15 COUNTER call variables to be set to a specific value Voicemail Pro 5 0 provides counter variable COUNTER1 to COUNTER15 These can be used in the same way as other variables They can also be manipulated using Generic 184 action commands for Set Counter 194 Clear Counter 190 Counter Decrement 19 and Counter Increment 192 They can also be used with the Decrement and Test Counter 248 and Increment and Test Counter 249 actions By default the initial value of a counter variable is 0 The formats COUNTERx or COUNTER x are both supported Properties for Generic Select G
346. imatedAnswer Method This method is used to obtain the QTIM session variable Method Voice GetEstimatedAnswer dlgid Parameters e digid 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 Voicemail Pro Installation and Maintenance Page 351 IP Office Release 6 15 601063 Issue 22e 16 May 2010 7 1 2 7 GetExtension Method This method is used to obtain an extension Method Voice GetExtension index 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 index 0 Do ext Voice GetExtension index index index 1 Loop Until Len ext 0 end if End Sub 7 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 234 action Method voice GetLastAccessedMsg dlgid Parameters e digid Long Default 0 The connection for the voicemail session Return Value The message name Str
347. imum Width Door Phone 1 Door Phone 2 WA Fort Message Waiting Lamp Indication Type None Hook Fersistency 100 m m 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 390 Voicemail Pro Installation and Maintenance Page 394 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Examples Fax Server Configuration 7 5 7 Castelle Fax Server Voicemail Pro 4 1 added support for Castelle FaxPress products This uses SMTP rather than MAPI to exchange fax emails with the Voicemail Pro server In order for the Voicemail Pro to recognize emails received from the fax server the From name used must start with FaxPress This is configured through the FaxPress client software as follows 1 Login to the FaxPress client software as a Supervisor 2 Expand the Administration section on the left 3 Select Embedded Services 4 Select Email Gateway Right click on this and select Configuration 5 Select the Email to Fax tab 6 1n the Return address used in emails sent from the SMTP gateway section in the Name field enter a name in beginning with FaxPress Voicemail Pro Installation and Maintenance Page 395 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Chapter 8
348. in the Messages tab Users click the Messages tab to access the group mailbox e 4400 Series Phones On phones with a Menu EE button press Menu TE Menu TE Msgs Voice The group name is shown along with the number of new messages Press the display button to access the group mailbox e Voicemail Ringback If a user has voicemail ringback enabled ringback will occur for new group messages as well as new personal messages Ringback for personal messages takes place before any ringback for new group messages This method of configuring hunt group message waiting indication allows individuals including users who are not members of the group to receive hunt group message waiting indication To configure message waiting indication 1 Open IP Office Manager 2 In the Navigation pane click i User and select the individual user 3 View the Source Numbers tab 4 Click Add Source Mumbers Source Number Add We10 Remove Edit a New Source Number Ok Source Number Cancel 5 1n the Source Number field enter H followed by the hunt group name For example to receive message waiting indication from a hunt group called Main enter HMain 6 Click OK 7 Click ial to merge the configuration change back to the IP Office Page 272 Voicemail Pro Installation and Maintenance 15 601063 Issue 22e 16 May 2010 IP Office Release 6 Administration Hunt Group Voicemail 5 3 2 Configuring Group
349. ine your connections in the SMTP Email settings tab To configure the server SMTP email settings 1 Open the Windows Control Panel 2 Select IP Office Voicemail Pro The IP Office Voicemail Pro window opens 3 Click the SMTP Email Settings tab System Settings Path Settings Email Settings SMTP Email Settings SMTP Server Mail Server lymprot example com Port Number 25 Mail Drop C Mnetpub mailroot D rop d Server requires authentication Account Hame Password Use Challenge Response Authentication CRAM MDS e Mail Server Enter the name of the SMTP mail server This should be the fully qualified domain name e Port Number Enter the receiving port on the SMTP mail server The default is 25 e Mail Drop box This field is only required for Voicemail Pro VPNM Enter the name of the destination folder for outgoing emails on the SMTP Server Alternatively click the browse button and select the folder to use e Server requires authentication If the SMTP server requires authentication select this option to enter the Account Name and Password that should be used by the voicemail server You can also select Use Challenge Response Authentication if used by the SMTP server 4 Click Check to validate the changes that you have made 5 Click OK You are prompted to restart the affected services so that your changes are enabled 6 Choose Yes The services that are affected by your changes are automatically stoppe
350. ing 7 1 2 9 GetLocale Method This method can be used to obtain the LOC session variable Parameters e digid Long Default 0 The connection for the voicemail session Return Value The value of the LOC session variable associated with the specified voicemail session 7 1 2 10 GetMailbox Method This method can be used to obtain a mailbox Method Voice GetMailbox index 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 Voicemail Pro Installation and Maintenance Page 352 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Examples Using VB Script 7 1 2 11 GetMailboxMessage Method This method can be used to obtain a message within a mailbox Method voice cetmaitboxtessage mailbox msgtype index 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 e index The message to return Return Value The message at that position within the list an empty string if end of list String 7 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 Para
351. ing on the Voicemail Pro options installed The possible services are e Voicemail Pro Service This is the main Voicemail Pro service Normally this is the only service that needs to be stopped and restarted It will stop and restart the other services that it uses e VPNM Database Server VPI M Receiver and VPNM Server These services are used by the VPNM components of Voicemail Pro if installed and licensed 4 Close Services Setting the Voicemail Services or PC to Restart Automatically The following action is optional If there is some fault causing the Voicemail Pro service to halt that fault should be investigated and fixed however having the service or PC automatically restarted if possible will minimize the disruption to the Voicemail Pro users 1 Use the Windows control panel to select the Voicemail Pro Service 2 Right click on the service and select Properties 3 Select the Recovery tab 4 Use the options presented to either restart the service and or restart the PC should the operating system detect that the Voicemail Pro service has halted Voicemail Pro Installation and Maintenance Page 113 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Using a Batch File to Start Services In some instances certain computers might not respond quickly enough in order to start all of the Avaya services in the correct order In this circumstance it can be advisable to create a batch file which will delay the start of these servi
352. ion Menu 213 action or a Generic 187 action e If the voicemail server is set to IP Office mode 33 users can manually forward a message to email e Off If off none of the options below are used for automatic voicemail email Users can also select this mode by dialing 03 from their extension e Copy If this mode is selected each time a new voicemail message is received in the voicemail mailbox a copy of the message is attached to an email and sent to the email address There is no mailbox synchronization between the email and voicemail mailboxes For example reading and deletion of the email message does not affect the message in the voicemail mailbox or the message waiting indication provided for that new message e Forward If this mode is selected each time a new voicemail message is received in the voicemail mailbox that message is attached to an email and sent to the email address No copy of the voicemail message is retained in the voicemail mailbox and their is no message waiting indication As with Copy their is no mailbox synchronization between the email and voicemail mailboxes Users can also select this mode by dialing O1 from their extension e UMS Exchange 2007 Voicemail Pro 5 0 supports voicemail email to an Exchange 2007 server email account For users and groups also enabled for UMS Web Services this significantly changes their mailbox operation The Exchange Server inbox is used as their voicemail message store and fea
353. ion Menu Action 31t The call flow created below is a very simple example In practice you could include a menu that allows the user access to other features For example access to a Play Configuration Menu action would allow the user to remotely change various mailbox settings including their callback number Channel Restrictions e The Voicemail Pro server has restrictions on the number of channels it can use for different types of outgoing calls that it can make These limits are separate for each of the cal 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 9 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 W L Get Mail To set up the callback 1 Under we Specific Start Points right click w 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 select e Callback 4 Adda kp Get Mail action and under the Specific tab in Mailbox enter the user s name again or extension number I mportant Record an entry prompt for the first action in the callback call flow Experience with connection t
354. ional text added so that the currency can be spoken In this example pounds are used Properties for Speak Book Cost oo x Please enter the text you wish to speak Text to speak DBD 1 pounds o oo Voicemail Pro Installation and Maintenance Page 371 IP Office Release 6 15 601063 Issue 22e 16 May 2010 7 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 PS Ioj x File Edit Actions Administration Help JA deo 3 n CH 7 FS Bw AO te a Specific Start Points Modules gt BookShop_CurrentBookBuy i Gavameas L SETS Start Paint Groups TR Short Codes i Default Start Points an Yorcemail Pro Administrators iS Make sure DB Still active Success Failure 028 BookShop_SystemProblem p Thankyou and Goodbye Failure ee 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 Sumber E E 2 x Please enter a generc comman Generne tree format command CPO DED 2 oo When the details have been stored the book title and cost are spoken to
355. ions to report on calls disconnected by the voicemail server Settings mw hey 1 Click the er 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 4 4 6 Home Cr 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 iy Basic Actions icon and select cr Home Results Ly Home This action does not have any results that can be connected to a following action Instead the caller is seated returned to the start point of the call entry into the voicemail For an example of the action being used in a call flow see Using a Play Configuration Menu Action 31t 4 4 7 Module Return A The Module Return action is used within modules only It creates a connection point from the module to subsequent actions within any call flow that uses the module A module can use several Module Return actions if necessary Settings 1 Click the nig Basic Actions icon and select fh Module Return 2 The action has no properties Results 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 303 and User Defined Variables 155
356. ired The information is logged in the Event Viewer application To specify the level of IMS service logging 1 Open the Windows Control Panel 2 Select IP Office Voicemail Pro The IP Office Voicemail Pro window opens 3 Click the System Settings tab system settings Path Settings Email Settings SMTP Email Settings These settings affect the services when they are running Integrated Messaging Gateway Server Logging Level Integrated Messaging Voice Server Logging Level Mone nd 4 in the Logging Level boxes select the level to use for each of the IMS services e None No logging recorded e Some A low level of logging recorded where only errors are logged e Most A medium level of logging where errors and warnings are recorded e All All errors warnings and information are logged 5 Click Check to validate the changes that you have made 6 Click OK You are prompted to restart the affected services so that your changes are enabled 7 Choose Yes The services that are affected by your changes are automatically stopped and restarted Voicemail Pro Installation and Maintenance Page 110 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro Voicemail Pro Preferences 2 9 2 2 Email Settings You can configure certain email settings such as the account to use for email and the way in which wav files are transmitted To configure email settings 1 Open the Windows
357. is feature is supported by the Voicemail Pro server s standard Preferred Edition license Users who want to use this feature must have their user profile configured as either Mobile User or Power User using Mobile User Profile or Power User Profile licenses e Speak Text Actions Prompt Recording The license for this operation depend on whether you will be using the Avaya supplied ScanSoft TTS speech engines or a 3rd party generic TTS speech engines including the TTS speech engines included in Microsoft operating systems e Generic TTS The use of up to 8 simultaneous generic TTS ports is enabled by the Advanced Edition license Alternatively separate VMPro TTS Generic licenses can be added e Avaya ScanSoft TTS The use of the Avaya supplied ScanSoft TTS engines is licensed by the addition of VMPro TTS ScanSoft licenses to the IP Office configuration If both generic TTS and ScanSoft TTS licenses are added both TTS engines will be used for calls on a first come first served basis The TTS engine used for particular calls cannot be controlled Therefore we recommend that only one type of TTS engine is licensed within a system Languages For Voicemail Pro 5 0 the supplied ScanSoft TTS software now supports the same set of languages as Voicemail Pro Speech prompts except for Hungarian If more than one TTS language is installed a Select System Prompt Language action can then be used to switch TTS to a different language from the selected
358. is true or false tal i amp Test Condition Action 243 Test whether a condition is true or false Ee Set User Variable Action 244 Set a variable to a particular value F Test User Variable Action 245 Test the value of a variable e X Test Variable Action 248 Check if user dialing matches set digits e Increment and Test Counter 249 Increment a COUNTER variable and then test whether is matches a specified value Decrement and Test Counter 242 Decrement a COUNTER variable and then test whether is matches a specified value Database Actions These actions relate to retrieving and adding data to a database e In addition to the normal licenses for Voicemail Pro 22 use of database actions requires the IP Office system to have an Advanced Edition license For systems upgraded to IP Office Release 6 existing legacy VMPro Database Interface licenses can still be used s Database Open Action 250 Open a database E Database Execute Action 25 Perform an action on a database F Database Get Data Action 25 gt Get information from a database El Database Close Action 255 Close a database Voicemail Pro Installation and Maintenance Page 174 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Available Actions iis Queue Actions These actions are associated with hunt group queues and are not available to user and short code start points The IP Office Manag
359. ist 28 To delete the previous entry press 3 To add a mailing list you have already created or a public list w wlw w wlw w w NIN Pele le le oe Fi Ooo a NN ono u fs UJ UJ N UJ UJ UJ N N W 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 W 29 You have not yet entered enough characters to identify a specific subscriber To enter the letter Q press 7 for Z press 9 Or enter just the sign if it is your phone System greeting used To add entries to the list or to change status of the list press 1 When finished addressing press When finished press To replay the last few seconds press 5 to advance a few seconds press 6 You are adding a list You are specifying a mailing list to review Sunday Tuesday Wednesday Thursday Friday Wi WW WWW W WUW Ww Ww WwW WwW WwW W U U UM MU Uo B HB Wi Ww W WW Ww OU BP WIN FF CO ADIN UO UU BIW N O Saturday UJ 57 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 60 You are scanning mailing lists to review list members press O to rewind to previous list press 2 to UJ Ul 0 0 UJ
360. it with multiple s to represent a matching number of digits e Numbers can include a wildcard to match any digits including multiple digits e aa Edit an existing selected number e Delete an existing selected number e Move the position of the currently highlighted string Voicemail Pro Installation and Maintenance Page 217 IP Office Release 6 15 601063 Issue 22e 16 May 2010 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 01707364725 will only match that number exactly 7 Vanable A outing e 01707 will match any number beginning with 01707 me ae e 4625 will match any number ending in 4625 nar 0 e 4329 any number containing 4329 P4625 e 017077777 will match any 11 digit number beginning with 01707 Agee e 22222224625 will match any 11 digit number ending in 4625 OV FOF ere ere e 7 will match any number with 7 as the third digit 777 Voicemail Pro Installation and Maintenance Page 218 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Telephony Actions 4 7 2 Route Incoming Call 14 TF The Route Incoming Call action allows a call flow to be branched based on whether the call is internal or external Settings i ia 1 Click the Telephony Actions icon and select Route Incoming Call 2 The General 176 Entry Prompts 177 Reporting 18 and Results 183 tabs are standar
361. iting indication provided for that new message Voicemail Pro Installation and Maintenance Page 78 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro Voicemail Email e Forward If this mode is selected each time a new voicemail message is received in the voicemail mailbox that message is attached to an email and sent to the email address No copy of the voicemail message is retained in the voicemail mailbox and their is no message waiting indication As with Copy their is no mailbox synchronization between the email and voicemail mailboxes Users can also select this mode by dialing O1 from their extension e UMS Exchange 2007 Voicemail Pro 5 0 supports voicemail email to an Exchange 2007 server email account For users and groups also enabled for UMS Web Services this significantly changes their mailbox operation The Exchange Server inbox is used as their voicemail message store and features such as message waiting indication are set by new messages in that location rather than the voicemail mailbox on the voicemail server Telephone access to voicemail messages including Visual Voice access is redirected to the Exchange 2007 mailbox See UMS Exchange 2007 Installation 47 gt and UMS Exchange 2007 340 e Alert If this mode is selected each time a new voicemail message is received in the voicemail mailbox a simple email message is sent to the email address This is an email message announcing details of
362. l Pro to MAPI 715 2 6 2 1 1 Creating a Voicemail Domain Account 1 Make sure that the PC that will be running the voicemail server is a member of the domain To join the domain you will need the use of a log account with administrative permissions on the domain as well as the server PC consult the domain administrator e Windows 2000 Right click My Computer and select Properties Select the Network Identification tab 2 On the Exchange server e Create an account called Voicemail on the domain and an associated mailbox e Provide a secure password e Check the User Cannot Change Password and Password Never Expires boxes 3 Log on to the voicemail server PC using a domain administrator account 4 From the Control Panel select Administrative Tools 5 Select Computer Management Local Users and Groups Groups 6 Double click Administrators and select Add 7 From the Look In list select the domain name 8 Inthe Name window locate and highlight Voicemail Click Add followed by OK and OK to close IP Office Release 6 15 601063 Issue 22e 16 May 2010 2 6 2 1 2 Configuring Outlook for VoiceMail Email 1 On the desktop right click the Outlook icon and select Properties 2 On the General tab select Add 3 Select Microsoft Exchange Server 4 Click Next 5 In the Server field enter the name of the Exchange Server 6 Inthe Mailbox field enter Voicemail 7 Click Next 8 When you are asked if you travel with this computer select
363. l Pro uses a single Voicemail Pro server Voicemail to provide voicemail services for all IP Offices in the Small Server Community Network Except for use of ContactStore only the central IP Office hosting the voicemail server requires licensing for Voicemail Pro operation and features ra IP Office i Centralized e Licenses The central IP Office is licensed as normal for Voicemail Pro operation and the voicemail features required The other IP Offices only require licenses for UMS and or for ContactStore if required e Centralized Voicemail with Fallback IP Office 54 Catan Control of the voicemail server can be assumed by another voicemail IP Office if the central IP Office becomes unavailable Server e IP Office Release 5 0 with Voicemail Pro 5 0 T ea e Licenses The fallback IP Office that assumes control of the voicemail server requires licenses for Voicemail Pro operation and the features required during fallback IP Office ee Centralized e Centralized Voicemail with a Backup Voicemail Server 55 gt Backup Voicemail The central IP Office hosting the voicemail server can be X Server A IP Office configured with the IP address of a backup voicemail server Biss Centralized During normal operation call flows and other settings on the backup server are kept synchronized with those of the primary voicemail server If the primary voicemail server becomes una
364. lation and Maintenance Page 60 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro Centralized Voicemail Pro e Mail Server Enter the servers PC s full name including domain as being the SMTP mail server This must be the fully qualified domain name To obtain the name right click on My Computer and select Properties The Computer Name tab shows the information that should be used as Full computer name The name must be used IP addresses are not used System Properties Spstem Restore Automatic Updates Remote General Computer Mame Hardware Advanced A Windows uses the following information to identity your computer a on the network Computer description Lo For example IIS Production Server or Accounting Server Full computer name vmprol example com Domai example com e Port Number Enter the receiving port on the SMTP mail server The default is 25 e Mail Drop box Select the mail drop folder configured within the IIS The default is C Inetput mailroot Drop e Server requires authentication If the SMTP server requires authentication select this option to enter the Account Name and Password that should be used by the voicemail server You can also select Use Challenge Response Authentication if used by the SMTP server b Click Check to validate the changes that you have made c If the response is positive click OK You will be prompted to restart the services so that
365. lbox Select or enter the name of the target mailbox e VRL If selected specifies that the message should be transferred to a third party Voice Recording Library VRL application See Voice Recording Library 284 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 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 Failure Voicemail Reception setting set in the IP Office configuration e Intuity mode The results cannot be accessed Callers pressing O will always follow the mailbox user s Voicemail Reception setting set in the IP Office configuration Voicemail Pro Installation and Maintenance Page 207 IP Office Release 6 15 601063 Issue 22e 16 May 2010 4 5 3 Listen Or The Listen action allows the caller to leave a message in the start point s mailbox or in a specified mailbox The caller can only leave a message and cannot access any other mailbox features For examples of the action in a call flow see Customizing Manual Recording 288 and Customizing Auto Recording 294 Settings eal 1 Click the Mailbox Actions icon and select Listen 2 The General 176 Entry Prompts 177 Reporting 182 and Results 183 tabs are standard tabs available to all actions 3 1n the Specific
366. lbox access using email applications that support IMAP Internet Message Access Protocol and mailbox access via web browsers The use of these requires the IP Office configuration to contain UMS Web Services licenses for the number of required users e IMAP Service 38 The Voicemail Pro now includes an IMAP server Users can then access their voicemail messages using email clients such as Outlook and Lotus notes that support an IMAP Client When connected the IMAP client and Voicemail Pro will synchronize messages in the mailbox with message files in the IMAP client Playback is through the sound facilities of the user PC e Web Voicemail Service 41 The Voicemail Pro web service allows users to access their mailbox using a web browser This has been tested with the Internet Explorer 7 Firefox 2 and Opera 9 10 PC browsers This method of access requires Voicemail Pro to be installed on a PC already running Microsoft s IIS web server Users can select to have message playback via an IP Office extension or through their PC s sound facilities e Test Variable Action 246 The existing Check Digits action has been replaced by a Test Variable action This in addition to offering the capabilities of the Check Digits action provides significant enhancements In addition to being able to match the user s DTMF input against a specified string offered by the Check Digits action the Test Variable action allows the testing of the contents of any call variable
367. le To restart at the activity menu press R lt O Cc H k V D s Q e 2 3 ox ke 5 er To o 3 D Cp Cp D To D Later List Please enter list ID Otherwise for assistance press Zero now To replace list renter ID and sign to create a new list enter new list ID k2 To reach the covering extension press Zero 4 lt O O oO co Cc D v mD s n a g D Q 7 lt Ta iy Q lt Q oO 5 fat y ai 3 n D ct E WN ctr D ed ror O omy 0 WN 7a Enter last name lt m Oo oO olc D 2 WN mi e rrt o o0 O gt 0 a E Oo O No more list space Cc Ww cr a D 2 x o s h D D s Cc 3 D s v Wn 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 43 O O wn O14 oat q O CQ ctr A gt D gt o 0 Q D gt g J3 o o O ol Ao en N fi W List has no entries 4 O O O ay m D O s M Wn WN Review completed For extension addressing press 2 Members Maximum length recorded lt D 3 O D s Message Midnight T O a Wn 0 5 Q 0 S O S 0 T T N 0 S O Category Returned to getting messages gt cr 0 5 Q rt O D lt o D
368. le UMS Web Services Click OK 6 Merge the configuration back to the IP Office UMS Web Voicemail and ContactStore It is possible to run ContactStore and UMS Web Voicemail on the same server PC However some additional steps are required following installation in order to allow browser access to both applications 1 Install UMS web voicemail 2 nstall ContactStore 3 Reboot the server 4 Within services stop the ContactStore service 5 Using a web browser access a voicemail mailbox using UMS web voicemail 6 Restart the ContactStore service 7 Both application should now be accessible via web browser Voicemail Pro Installation and Maintenance Page 43 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Playback Control UMS message playback through the web browser is tested and supported with the Windows Media Player It may work with other audio playback controls but will not have been tested The following methods can be used to check that the audio playback is associated with the Windows Media Player Firefox 1 Select Tools Options Applications or Tools Options Content File Types Manage 2 1n the search box enter x mplayer2 F a2 amp Main Tabs Content Applications Privacy Security Advanced Search x mplayerz T Options Ackion Content Type zj Windows Media Audio Video playlist i Use Windows Media Player default 3 Check that the Action is set to Use Windows Media Player
369. le to be translated If the fully qualified path is specified drive path file then the full specified path name is used otherwise the file is relative to the specified locale within the WAVS directory e 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 CAMPAI GN 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 name for the specified file String 7 1 2 4 GetCallingParty Method This method can be used to obtain the CLI from the current call Method Voice GetCallingParty dlgid Parameters e digid Long Default 0 The connection for the voicemail session Return Value The CLI value associated with the specified voicemail session String 7 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 7 1 2 6 GetEst
370. leared 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 Voicemail Pro Installation and Maintenance Page 138 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Using the Voicemail Pro Client Using the Navigation and Details Panes 3 11 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 server The types of calls that are displayed are listed below The voicemail server may also be configured for alarm calls those are displayed on a separate alarms page 137 on which they can also be configured The information displayed for the calls are e Type The type of outgoing call e Conference These are conference invite calls being made by the voicemail server on behalf of the IP Office Conferencing Center application e Callback These are new message notification calls being made for mailbox users configured for remote callback 310 e Outbound Alert These are new message notification calls being made for mailbox users configured for outcalling 312 e Created The time and data at which the outgoing call was configured on the voicemail server e State The current state of the outgoing call The options are Failed IN Progress Conference
371. ler presses O when in the mailbox 10 The call flow was then saved and made live Voicemail Pro Installation and Maintenance Page 265 IP Office Release 6 15 601063 Issue 22e 16 May 2010 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 ee Code 80 Feature Voicemail Collect Telephone Number SelfS elect 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 e
372. lient Intuity Local i a O x File Edit Actions Administration Help Aes male eala oF 8 9 S B 8 A 0 h Engish o oie Queued Spanish f Stil Queued French on mi Yoicemail Pro Administrators Modules Eiz Language Select Free Space 4 943 GE Total Space 9 766 GB 7 3 The actions for language selection could have been inserted directly into the call flow However by doing it as a module the language selection process can be reused in other start points Voicemail Pro Installation and Maintenance Page 303 IP Office Release 6 15 601063 Issue 22e 16 May 2010 5 7 3 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 language you can use a single Get Mail action To change the language of custom prompts 1 Through the Get Mail action s properties record an Entry Prompt for US English users and save it as enu custom getmail wav 2 Record a similar prompt for French Canadian users and Latin Spanish users You need to use the same file name each time and save each file in a different language folder Properti for Get Mail enuscustomyget_ rail way Prewcustom get railway z esm custom getmiaill way 6 0 Lo Md W Allow prompts to be interrupted by Tones 3 Delete all except one of the entry prompt entries T
373. ling settings 1 Click on Users 2 Right click on the entry for the user s mailbox and and select Mailbox Details 3 Select the Outcalling tab Using the Voicemail Pro client you can view and edit a user s outcalling 312 settings 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 users mailbox and right click on it Select the option Mailbox Administration 3 Select the Outcalling tab Mailbox Details lojx Account Personal Distribution Lists Outcalling Enabled During Time Frofile os foo Desk For All Mew Messages B E gt E Escalation List For All New Messages L fis fao Disabled Escalation List Retry Times System Personalised Destination Timeout secs Delay Mins Number of retries E Retry Intervals Attempt Minutes at And 10 ard 10 Ath 15 oth a0 Cancel Help 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 Mailbox Details ioj x Account Personal Distribution Lists Outcalling Enabled Always T Escalation List Voicemail Pro Installation and Maintenance Page 314 IP Office Release 6 15 601063 Iss
374. ll the caller the options available 3 The option to turn mobile twinning on needs to be added Click the yy Basic Actions icon and select ep 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 yy Basic Actions icon and select ep 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 Telephony Actions icon and select E Alphanumeric Collection Change the token name to Collect New Mobile Twinning No Record an Entry Prompt to tell the user to enter their mobile twinning number Click OK 6 An action needs to be added to set the mobile number Click the yy Basic Actions icon and select ep Generic Change the token name to Set Mobile No Click the specific tab Enter the command CFG Set 203 mobile_twinning_number_ KEY Click OK 7 The actions need to be connected and then the changes need to be made permanent Voicemail Pro Installation and Maintenance Page 306 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Administration Mobile Twinning Voicemail Pro Installation and Maintenance Page 307 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Create a short code to test the call flow
375. lso Supported on Transfer actions e Call Transfer Announcements 22 The Transfer 22 and Assisted Transfer 229 actions can be configured to announce the transfer to the caller The announcement uses the recorded name of the mailbox associated with the transfer if available or the number if otherwise e LIFO FIFO Mailbox Operation 103_ The default message playback order of First In First Out FIFO can now be changed to Last In First Out LI FO This is separately adjustable for new old and saved messages These are set through the System Preferences Housekeeping 103 tab Administration Preferences General 103 e Time in Queue and Time on Call Variables 157_ Two new variables can be used in Queued and Still Queued call flows They are TimeQueued for the time in the queue and TimeSystem for the time the call has been on the IP Office system e Castelle Fax Server Support 395_ The Voicemail Pro can be configured to recognize faxes of this type left in user s email mailboxes and include announcement of there presence in the user s mailbox prompts e Hunt Group Account Code Call Recording Destination 29_ Previously the destinations for automatic call recording triggered by hunt groups or account codes could not be changed except through a custom Voicemail Pro call flow The IP Office 4 1 configuration now allows the required destination for the call recording to be specified e DDI Call variable for DDI Numbers 157__ This va
376. lso Low e Mixing calls of different priority is not recommended if Voicemail Pro is being used to provide queue estimate time to answer ETA and queue position announcements to callers since those values will no longer be accurate when a higher priority call is placed into the queue Note also that in such a situation Voicemail Pro will not allow a value already announced to a caller to increase Properties for Generic General Entry Prompts Specific Reporting Results Select Generic command Select Generic command Change Callers Priority set Callers Priority to Medium 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 157 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 similar to CHANGECALLPRIORITY M In this example the caller s priority is set to medium Voicemail Pro Installation and Maintenance Page 186 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Basic Actions 4 4 1 3 Change User or Group Configuration This Generic action option allows you to create 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 of these settings as indicated below can be changed
377. lt task However a module named Record can be used to customize the operation of auto recording Notes e If a Record module is created it overrides the default record operation Therefore it must at minimum emulate the default manual recording process of placing recordings into the mailbox of the user who triggered recording For example in the module call flow shown below the Listen action is set to 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 x Listen to Callers Mailbox Cancel Help Voicemail Pro Installation and Maintenance Page 288 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Administration Recording Calls 5 4 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 d s Hunt group mailbox Until ended or transferred to a user outside the hunt group or its overflow group User F F User mailbox Until the user ends or transfers call Account Code 4 F User mailbox Until the user ends or transfers calls e Individual calls may match several recording criteria Where that is the case the following applies e f the destination
378. ly alarms Set the day for the alarm The option Today is also available for alarms where the Frequency is set as Single Voicemail Pro Installation and Maintenance Page 137 IP Office Release 6 15 601063 Issue 22e 16 May 2010 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 phone This field can be used to customize the text used The following additional settings are available with Voicemail Pro 6 0 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 0 Off Range 0 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 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 c
379. m calls that the voicemail server is current scheduled to make The list can be used to edit delete and add alarms e Outcalls 139 Clicking on this icon will display a list of calls other than alarms that the voicemail 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 140 User variable are values stored by the voicemail 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 The list can be used to manually change the value of a variable Voicemail Pro Installation and Maintenance Page 129 IP Office Release 6 15 601063 Issue 22e 16 May 2010 3 11 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 Yoicemail Pro Client Intuity File A k 4 BHM 4 og amp Eb IP Office 192 168 42 1 cad Specific Start Points re He Default Start Points a a Yorcermail Pro Administrators Edit Actions Groups Se oe Server Queues Alarms on Outcalls ee User Variables E ea Distributed Voicemails oS Modules Administration Local Help Extn20t Extn202 Extn2iet Extn205 Extn20b Exth20e Extn209 Extn 1 O Extri2 1 Extne 12 Estn213 Estn214 Estn215 Estn216 E tn2
380. made by the caller E Goto Action 202 Go to another start point Chey x Disconnect Action 205 Disconnect the call an Home Action 203 Return to the start point e Module Return Action 203 Return to the start of a module sa Mailbox Actions These actions relate to the leaving and collecting of messages from a mailbox Ret Get Mail Action 205 Collect messages from a mailbox e Leave Mail Action 207 Leave a message in a mailbox 5 e Listen Action 20 Record to a mailbox A Voice Question Action 20 Record responses to a series of prompts gir Campaign Action 210 Access a campaign to read or leave messages Voicemail Pro Installation and Maintenance Page 172 IP Office Release 6 15 601063 Issue 22e 16 May 2010 eS Configuration Actions These actions allow a caller to change the settings of a user or hunt group mailbox E Edit Play List Action 21 Re record a prompt ei Record Name Action 212 Re record a mailbox name ry Personal Options Menu Action 213 Change user or group settings e i Select System Prompt Language Action 215 Change the prompt language Telephony Actions These actions relate to telephony functions such as call transfers Variable Routing Action 217 Route on a match to a variable such as the caller s CLI 1 e Route Incoming Call Action 219 Route a call depending on whether the call is internal or external 7 o
381. mail The facility to transfer a call directly to a user s voicemail is available using the SoftConsole or Phone Manager applications For users who are not using these applications you can create a short code for them For example Code 201 Feature Voicemail Collect Telephone Number Extn201 Line Group Id 0 When creating short codes for use with voicemail the indicates collect voicemail and the indicates deposit voicemail The telephone number entry must also be enclosed by quotation marks as shown in the example Voicemail Pro Installation and Maintenance Page 261 IP Office Release 6 15 601063 Issue 22e 16 May 2010 5 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 264 e The examples use 80 but any available short code could be used Example 1 Access to the Mailbox Main The following short code will access the mailbox for Main The indicates that it is to collect messages A is used to indicate leave a message in the mailbox Code 80 Feature Voicemail Collect Telephone Number 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 Voice
382. mail Default Blank No voicemail email features This field is used to set the user or group email address used by the voicemail server for voicemail email operation When an address is entered the additional Voicemail Email control below are selectable to configure the type of voicemail email service that should be provided e Use of voicemail email requires the voicemail pro server to have been configured to use either a local MAPI email client or an SMTP email server account See Voicemail Email Installation 64 gt e The use of voicemail email for the sending automatic or manual of email messages with wav files attached should be considered with care A one minute message creates a 1MB wav file Voicemail Pro Installation and Maintenance Page 94 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro IP Office Configuration e Voicemail Email Default Off If an email address is entered for the user or group the following options become selectable These control the mode of automatic voicemail email operation provided by the voicemail server whenever the voicemail mailbox receives a new voicemail message e Users can change their voicemail email mode using visual voice 334 If the voicemail server is set to 1P Office mode 331 user can also change their voicemail email mode through the telephone prompts The ability to change the voicemail email mode can also be provided in a call flow using a Play Configurat
383. mail 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 Voicemail Pro Installation and Maintenance Page 262 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Administration Routing Calls to Voicemail 5 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 Phone Manager 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 Accessing a Module from Phone Manager The user wants to access a particular Voicemail Pro module for this example one called TimeCheck 1 Start Phone Manager 2 Click the Speed Dials tab 3 Right click and select New 4 Type a Name for example Time Check 5 Type a Number
384. mail Pro Client Intuity Local Meleg Edit Administration Help ABE 2 r alju meia oe Be wp i eB Specitic Start Points Created Mest Activation Type When Number File Display Text F i Default Start Points 11 54 TRAN Tian Single 10 30 201 Ljfire test way Fire Alarm Test z ma Yorcemail Pro Administrators Add rm Server Queues Modify i p User Variables Delete a Alarm a Outcalls Modules Data Modified Active Yoicemail Sessions 0 Free Space 9 708 GE 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 Ring alarm at Please note Time will be in a 24 hour format Time hh mm War Frequency Single 0 Dap Tada o M File Display Tert Fire Alarm Test 60 Sece Ring Time E E Ming Interval 3 m Retries CancelCode i 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 157 gt 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 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 Week
385. mally stored in the voicemail servers mailboxes ContactStore is an additional licensed application to which recordings can be transferred for long term storage ContactStore supports archiving to DVD access by web browser and searching based on call details Voicemail Pro is supplied the IP Office User and Admin Applications DVD Voicemail Pro ScanSoft TTS is supplied as a separate 2 DVD set Voicemail Pro Installation and Maintenance Page 9 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Installation and Maintenance Page 10 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro 1 1 What is New in 6 0 The following is a Summary of the new features in the IP Office Voicemail Pro 6 0 release For details of previous releases refer to the Appendix 39 Voicemail Pro 6 0 is supported with systems running IP Office Release 6 That includes P406 V2 P412 1P500 and IP500 V2 systems Licensing Changes The changes to IP Office license packages sold by Avaya for IP Office Release 5 are now matched by the license used within the IP Office systems for IP Office Release 6 Amongst those changes the following affect Voicemail Pro e Preferred Edition Voicemail Pro License This license enables support for Voicemail Pro as the IP Office s voicemail server with 4 voicemail ports The Preferred Edition license allows the voicemail server to provide the services listed below Additional license can be added for additi
386. mated 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 When used this variable returns the current value of the named user variable Holds the value of the result of the previous action For example when a call flow has been branched by an action that has True and False results on one branch the value of RES is True on the other False Holds the last saved result This can be entered using the following entry in a Generic 184 action Save lt value gt for example Save KEY or Save 1234 For calls sent by the IP Office to a mailbox this variable contains the original target of a call ie the original target user or hunt group Voicemail Pro 4 2 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 Voicemail Pro 4 1 TimeQueued 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 Voicemail Pro 4 1 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 29 2 G s g s 8 eja ajele alal 3B Ms 3 p m J3 O m 4 0 O E f J JJ lt v O lt gt D o c D yA Ss Z za
387. me profile lt None gt Recording Mailbox 206 Theresa Green voice Recording Library 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 e Mandatory Record all calls If recording is not possible return busy tone to the caller e xx Record calls at intervals matching the set percentage eg for every other call for 50 6 For inbound calls recording will not take place if the call also goes to normal voicemail 7 Select the Recording Time Profile is required If not set recording is applied at all times 8 Specify the destination for the recordings or select the option to place the recordings in the voice recording library 9 The Voice Recording Library options can be used only if a VRL application has been installed and licensed For more information see Voice Recording Library 28 10 Click OK 11 Click ml to send the configuration back to the IP Office Voicemail Pro Installation and Maintenance IP Office Release 6 Page 292 15 601063 Issue 22e 16 May 2010 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 1n the Navigation pane click EA Account Code 3 Select the required account code 4 Select the Voice Recording tab Voice Recording Record Outbound Mandatory Record Time Pro
388. ments 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 390 2 f prefixed numbers are being used you can set up a short code so that fax calls are routed to prefixed numbers 3 1f 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 392 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 393 5 1f the fax server PC uses an analog fax card configure the extension number to use for faxes See Configuring an Analog Extension Number for Fax Use 394 Voicemail Pro Installation and Maintenance Page 389 IP Office Release 6 15 601063 Issue 22e 16 May 2010 7 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 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 m
389. meters 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 7 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 7 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 Voicemail Pro Installation and Maintenance Page 353 IP Office Release 6 15 601063 Issue 22e 16 May 2010 7 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 MSGO00
390. method does not return a value 7 1 2 2 ForwardMsgToMailbox Method This method is used to forward a file or message to another mailbox Method _ YoiceForwardtisqToMai lbox 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 name 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 CAMPAI GN 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 String The CLI to be associated with the message Return Value The name of the new message String Voicemail Pro Installation and Maintenance Page 350 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Examples Using VB Script 7 1 2 3 FullFilename Method This method is used to translate the shortcut filename to the equivalent fully qualified pathname for the file Method Voice FullFilename file Parameters e file String This contains the name of the fi
391. more than 5 retries are selected the default value is used for all retries after the fifth retry 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 been configured the full escalation list must be completed before the next retry begins Voicemail Pro Installation and Maintenance Page 323 IP Office Release 6 15 601063 Issue 22e 16 May 2010 5 12 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 or using IP Office Phone Manager Voicemail Pro 6 0 allows you to 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 can not be modified
392. n Voicemail Pro will not allow a value already announced to a caller to increase e Notify caller of transfer to target Voicemail Pro 4 1 If enabled the caller hears Transferring to followed by the associated mailbox name of the destination if available or otherwise the destination number if it matches an internal extension number This follows any prompts selected in the Entry Prompts list above Voicemail Pro Installation and Maintenance Page 221 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Results A Transfer action has no results MS CRM Call Data Tagging Call Data Tags enable advanced scenarios to be built around your Microsoft CRM 3 0 and Avaya Microsoft CRM Integration Solution In situations where CLI ANI matching is not sufficient you can add screening and specific data collection interactions with your customers using the Voicemail Pro The Voicemail Pro Assisted Transfer and Transfer actions can be used to pass data to users and pop matching records based on that data Based on your solutions requirements you could obtain and verify the data collected and then transfer the call with a data tag that will utilize your specific criteria to lookup the required account contact or case once the call is offered The tags are conformant xml fragments they are comprised of an element AV_M and two attributes the Microsoft CRM entity account contact or incident and the schema name of the field to match on in this exam
393. n 352 GetExtension Method 352 GetLocale 352 GetLocale Method 352 GetMailbox 352 GetMailbox Method 352 GetMailboxMessage 353 GetMailboxMessage Method 353 GetMailboxMessages 353 GetMailboxMessages Method 353 GetMessagePriority 353 GetMessagePriority Method 353 GetMessagePrivate 353 GetMessagePrivate Method 353 Voicemail Pro Installation and Maintenance IP Office Release 6 Index GetMessageStatus 354 GetMessageStatus Method 354 GetName 354 GetName Method 354 GetNewMsgs 354 GetNewMsgs Method 354 GetOldMsgs 354 GetOldMsgs Method 354 GetPositionInQueue 354 GetPositionInQueue Method 354 GetRegister 355 GetRegister Method 355 GetResult 355 GetResult Method 355 GetSavedMsgs 355 GetSavedMsgs Method 355 GetSavedResult 355 GetSavedResult Method 355 GetVariable 356 GetVariable Method 356 Gfi FAXMaker 389 392 Give Error Messages Using Voicemail 317 Goto 172 Add 202 377 Goto Action 172 202 377 Granting Access 383 Group Broadcast Configuring 273 Group Mailbox Names 26 Group Start Points 264 H H lt Group Name 93 Help button clicking 250 help press 404 Hide To Column 336 HMain 93 272 Home Action 172 203 Hours Fallback Group Out 275 Hours Greeting 418 Out 275 hours greeting press 418 Hours Operation 275 Housekeeping 103 Select 316 Housekeeping tab 103 316 HTML 86 Hunt Group Call Flow Customizing 280 Hunt Group Configuration 94 Hunt Group Mailbox Owners 279 Hunt Group Queuing 207 279 Hunt Group V
394. n IP Office mailbox mode 4 Click OK to save the voicemail changes for the user 5 Amend any other user details then save and merge the configuration changes Forward to Voicemail For IP Office 5 0 the option To Voicemail is available for Forward unconditional on the User Forwarding tab within the IP Office configuration When selected the Forward Number set for Forward Unconditional is overridden and calls are sent direct to the user s mailbox Voicemail Pro Installation and Maintenance Page 91 IP Office Release 6 15 601063 Issue 22e 16 May 2010 The option Forward Hunt Group calls is also overridden if To Voicemail is selected Voicemail Pro Installation and Maintenance Page 92 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro IP Office Configuration 2 8 3 User Source Numbers The Source numbers can be changed for individual users in IP Office Manager The Source Numbers tab gives a list of Dial In Source Numbers Several of these numbers can relate to voicemail operation The source number settings that can be used for Voicemail Pro are e V lt Caller s I CLI D gt Voicemail Trusted Source Access Strings prefixed with a v indicate numbers from which access to the user s mailbox is allowed without requiring entry of the mailbox s voicemail code e When in Intuity mode users will still have to enter their voicemail code if they use the Messages button on their telephone However If they have
395. n option will delete the matching start point and any content e Clear Mailbox Voicemail Pro 5 0 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 Exchange 2007 as their message store e Disable Mailbox Voicemail Pro 5 0 This option will stop the mailbox from being used to receive messages This includes the forwarding of messages to the mailbox and manual or automatic recording placing recordings into the mailbox If selected we recommend that the Voicemail On setting within the IP Office configuration is also disabled that will stop the IP Office from attempting to use 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 320 e View Mailbox Details Voicemail Pro 6 0 This option is available for user mailboxes It allows you to view and edit various user mailbox settings including the user s alternate numbers outcalling settings and personal distribution lists Voicemail Pro Installation and Maintenance IP Office Release 6 Page 318 15 601063 Issue 22e 16 May 2010 Administration Mailbox Management Voicemail Pro Installation and Maintenance Page 319 IP Office Release 6 15 601063 Issue 22e 16 May 2010 5 12 1 Di
396. n the Navigation pane click ay HuntGroup 3 Select the required hunt group 4 Select the Voice Recording tab Record Inbound Mandatory ha Record Time Profile lt None gt Recording Mailbox 206 Theresa Green M Use Voice Recordina Library 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 e Mandatory Record all calls If recording is not possible return busy tone to the caller e XX Record calls at intervals matching the set percentage eg for every other call for 50 6 For inbound calls recording will not take place if the call also goes to normal voicemail 7 Select the Recording Time Profile is required If not set recording is applied at all times 8 The Recording Mailbox option is available for IP Office 4 1 For previous releases the destination is always the mailbox of the user making the call 9 Click OK 10 Click inl to send the configuration back to the IP Office Voicemail Pro Installation and Maintenance Page 291 IP Office Release 6 15 601063 Issue 22e 16 May 2010 To set automatic call recording for an incoming call route 1 Open IP Office Manager and load the configuration from IP Office 2 1n the Navigation pane click Incoming Call Route 3 Select the required incoming call route 4 Select the Voice Recording tab Standard voice Recording Recording Inbound Mandatory bi Record Ti
397. n window opens Please edit the Campaign action a E x 0 Play a prompt ta the customer What type of input do you want f Aecord voice C Record key presses Please enter the masimum recording length in seconds Please enter a unique name that will describe the input ms 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 L to specify which prompt to play or create a new prompt in the Wave Editor window See Using the Wave Editor 179 e Allow the customer to input information Select this option to if you want the action to record the caller s response e What type of input do you want This option sets whether the voicemail server should Record voice or Record key presses e Please enter the maximum recording length or Please enter the maximum number of key presses The field name depends on the type of input chosen The time specified in seconds sets the maximum length of recording or the maximum number of key presses to record before the next action e Please enter a unique name that will describe the input A name to associate with the action The name should be a single word with no spaces e The following prompt will be played to an agent when the above data is reviewed This option allows M to select or create a prompt that is played to agents before hearing the caller s response Click to spec
398. n window opens e Click OK when you have entered the customer prompts e Adjust the prompts as required e aa Edit action Edit the currently highlighted campaign action e Delete action Delete the currently highlighted campaign action e Move action Move the position of an action in the sequence of campaign actions e Click Next 5 The Customer Menu 382 window is displayed e Select which options are available after the prompt is played e Click Next 6 The Campaign Identification 383 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 gi Campaign Editor 2 Select Delete an existing Campaign and click Next 3 Select the required campaign and click Next 4 Click Finish to delete the selected campaign Voicemail Pro Installation and Maintenance Page 380 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Examples Campaigns 7 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 P 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 questions ti Edit action Select the prompt or recording to edit then click EP IEdit action The Please edit the Campaign actio
399. name condition window opens 2 Amend the condition s name 3 Click OK To delete elements and conditions 1 Select the condition or element to be deleted 2 Click icon in the toolbar The selected condition or element is deleted Voicemail Pro Installation and Maintenance Page 162 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Using the Voicemail Pro Client The Conditions Editor 3 20 2 Calendar he 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 Note that a grey background ed 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 This allows the element to be 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 cannot return true Note that days that are selected and are now in the past are not automatically deselected To add a calendar element 1 Click the my Element List icon in the toolbar 2 Click mi Calendar 3 Click on the condition to which the element should be added 4 Double click on the element to view its settings Calendar Select days within 4 year Please double click on a day to set or unselect it January 009 11 12 13 14 15 16 16 14 z0 2 oe
400. nance Page 421 IP Office Release 6 15 601063 Issue 22e 16 May 2010 WAV File Non I ntuity Prompt 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 Record at the tone Cannot retrieve your messages now due to multiple logins to your mailbox Seconds O Oh O Clock ssb 02 Non Date Deleted For Forwarded Item Press Hundred Hour Function failed to complete Calls have been forwarded to email New calls will also be forwarded to email until turned off Caller was Please enter your mailbox number Please enter your access code There is no one available to take your call at the moment so please leave a message after the tone New message New messages Saved messages Remote access is not configured on this mailbox Email is not enabled on this mailbox svm_18 I am afraid all the operators are busy at the moment but please hold and you will be transferred when somebody becomes available Message was recorded You re being transferred Voicemail Pro Installation and Maintenance Page 422 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Appendix Prompts WAV File Non I ntuity Prompt svm_21 You have svm_ 22 Unknown caller svm_ 23 Forwarding to email is now turned off svm_ 24 Start speakin
401. nchinst LL 0x100000A0 TodwReason 0LL_THREAD_DETA Create New User 192 158 42 1 port 4098 E Licence Summary for 192 168 42 1 voicemail Pro is licenced Integrated messaging is licenced VPIM 7s NOT licence Yorce recording library is NOT licenced 3rd Party he aE is NOT licenced VB Scripting is NOT licenced outlook Calendar based greetings is NOT licenc Scansort TTS Support is NOT licenced Generic TTS Support is NOT licenced BulkInfoRequest 192 168 42 1 3 PBX Requesting ALaw companding Initialize Sequencer tx_seq 0 rx_seq 0 TFTPLoadFile 192 168 42 1 O mailboxes were open Chut not active when flushed Dllmainchinsto LL 0x10000000 TodwReason 0LL_THREAD_ATTA DI IMainghinstOLlL Ox10000000 TdwReason 0LL_THREAD_ATTA bevTOt StartTask 197 168 4271 be gt 2 Unpack the files into a folder such as c debug on the server PC 3 Run DbgView exe 4 Events are shown in the DbgView window These can be logged to a file if required The level of detail shown can be filtered to show more or less activity Logging 1 Run DbgView exe 2 Select File Log Preferences Select Logging Information Log Mode Log Filename e debua debua lag a Even n Hours C Even n MBytes Hours Interval _ Cancel 3 Set the logging details are required and click OK 4 While DbgView is running the viewable trace is also copied to the specified file 5 The debug log files can be opened in programs such as WordPad
402. ncrements by 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 then information allows reports to be run Sets the label used by Customer Call Reporter in its Voicemail Report Voicemail Pro Installation and Maintenance Page 182 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Standard Action Tabs 4 3 5 Results This tab shows the results available from an action For the majority of actions the results are fixed and appear grayed out i e they cannot be changed For some actions the results are variable This tab is shown for the Start action in calls flows However it should not be used as settings applied to the Start action are ignored and should instead be applied through the first other added to the call flow General Entry Prompts Specific Reporting Results Default results for this token Page 183 Voicemail Pro Installation and Maintenance 15 601063 Issue 22e 16 May 2010 IP Office Release 6 4 4 Basic Actions He Basic Actions These actions are chiefly used to control the routing of a call between actions ep Generic Action 184 Can be used to simply play a prompt to the caller through its Entry Prompts tab It can also be used to enter custom commands for the voicemail server F Speak Text Action 198 Allows text to entered and then pl
403. nd 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 cal 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 9 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 Voicemail Pro Installation and Maintenance Page 309 IP Office Release 6 15 601063 Issue 22e 16 May 2010 5 9 1 Callback Voicemail callback is a service whereby the Voicemail Pro calls a specified number whenever the user receives a new voicemail message When the callback is answered the system announces the outbound alert and waits for a key press for confirmation before continuing with the associated call flow This service requires configuration of a callback start point in Voicemail Pro and entry of a callback number through IP Office Manager See Using a Play Configurat
404. nent is installed as part of a Custom Voicemail Pro installation From the list of 1 Verify that IIS is installed and running on the voicemail server PC Check that it can be browsed from user PC s e While the server can be browsed by IP address the URL used by users will be based on the server s computer name within the customer domain Check that web server can be browsed from user PC s using the server s computer name as part of the URL If necessary change that name to accurately indicate its function 2 Insert the IP Office Applications DVD Click on the link for Voicemail Pro and then double click on setup exe The Choose Setup Language window opens 3 When asked for the type of Voicemail Pro install to perform select Voicemail Pro Full 4 On the next screen select Custom 5 In the list of components scroll down and select Web Voicemail Do not change any of the other selections unless you understand the requirements for those components 6 Follow the remainder of the installation process and allow the voicemail server to reboot when required Licensing IP Office for Web Services UMS web services can be licensed in a number of ways by licenses added to the IP Office configuration User Licensing User licensing is done as follows e Users whose Profile is set to Teleworker User or Power User can be enabled to UMS if required This requires Teleworker Profile or Power User Profile licenses e User s whose Profile is set
405. new file name and then record the new prompt or select an existing prompt 5 Click K 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 questions and responses Use the following controls to adjust the list e tf Edit Edit the settings of the currently highlighted item e Delete Deletes the currently highlighted item from the play list This does not delete the actual prompt file e 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 234 Results This action has the following result which can be connected to a further action A Voice Liuestion e Next o i Connect the action to a following action within the call flow The Next result can be connected to an eMail action if no mailbox is selected in the Specific tab Voicemail Pro Installation and Maintenance Page 209 IP Office Release 6 15 601063 Issue 22e 16 May 2010 4 5 5 Campaign di A campaign is used to ask callers a series of questions 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 questions Campaigns are setup using the Campaign Wizard 378 The Campai
406. ng 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 272 e For access by other users an access short code can be used See Enabling Access to Hunt Group Voicemail with a Short Code 274 Voicemail Pro Installation and Maintenance Page 271 IP Office Release 6 15 601063 Issue 22e 16 May 2010 5 3 1 Configuring Message Waiting Indication By default no message waiting indication MWI is provided for hunt groups If required indication can be enabled for specific users including users who do not belong to the hunt group If the user is not a member of the hunt group a voicemail code is also required This is entered in the Voicemail Code field on the Hunt Group gt Voicemail tab in the IP Office s configuration Alternatively the user can be made a member or the group but have their membership set to disabled This allows them to access the group mailbox without receiving group calls Depending on the type of telephone phone or IP Office application they are using users who receive hunt group message waiting indication can choose any of the following methods to collect messages e Phone Manager If Phone Manager is used the group name and number of new messages is displayed
407. ng Systems On many Windows server PC s while the Windows Audio components are present by default they are not always enabled If this is the case the playback of voice prompts may be choppy and the TTS if installed will not work However enabling Windows Audio does not require the server PC to have a sound card installed 1 Ensure that you have full administrator rights for the PC This process will also require the PC to be restated 2 1n the Windows Control Panel select Sounds and Audio Devices 3 If Windows Audio has not been enabled select the Enable Windows Audio check box Voicemail Pro Installation and Maintenance Page 27 IP Office Release 6 15 601063 Issue 22e 16 May 2010 To install the Voicemail Pro software components 1 Insert the IP Office Applications DVD Click on the link for Voicemail Pro and then double click on setup exe 2 The Choose Setup Language menu is displayed This language is used for the installation process and does not affect the language prompts that are installed 3 Select the language for the installation process Click OK 4 The Preparing Installation menu is displayed e Voicemail Pro requires Microsoft NET 2 0 Framework If this is not detected you will be prompted to install it Click Yes to install Microsoft NET 2 0 Framework e If the Modify repair or remove the program window appears you need to follow the upgrade process 34 5 The Welcome window is displayed Click Next 6 The Cus
408. ng 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 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 been configured the full escalation list must be completed before the next retry begins Voicemail Pro Installation and Maintenance Page 135 IP Office Release 6 15 601063 Issue 22e 16 May 2010 3 11 2 Voicemail Pro Administrators By clicking on Voicemail Pro Administrators in the left hand pane you can view all the existing accounts and their current status You can also use the Voicemail Pro Client remotely from another PC However in order for it to connect remotely to the Voicemail Pro server you will need to log in using the name and password of a Voicemail Pro client user account By default the Voicemail Pro server does not have any user accounts defined and so cannot be accessed remotely The process below is used to create a Voicemail Pro user a
409. ngs for short code 88 in the IP Office Manager application must be as follows e Short Code 88 e Telephone Number 88 e Feature Voicemail Node The above will allow internal callers to access the start point To allow external callers access an Incoming Call Route should be set up with the destination 88 An individual short code on the IP Office This requires a matching special short code to be set up in Manager e we Default Start Points Rather than set up individual start points for every user and group you can also program actions against the default start points These will then be used for all calls received by the Voicemail Server that don t match a specific start point See Default Start Points 152 Voicemail Pro Administrators 136 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 e A Server Queues 137 These option allow you to view listing of a range settings e User Variables 140 e Alarms 137 e Outcalls 139 m Modules 159 Modules are reusable sets of actions They allow you to create a sequence of actions that you can then use within any other start point s call flow Any changes to the module will affect all the start points using that module This simplifies the programming of actions if a number of start points use the same sequence of actions
410. nnect with the Voicemail Pro Installation and Maintenance Page 424 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Appendix Installing VoiceMail Pro as an ACM Gateway SMTP server fails an error message is displayed You might need to start the Voicemail service manually See Starting the Voicemail Pro Service 32 gt 27 Click OK to acknowledge the message You have now finished installing the Voicemail Pro ACM Gateway software Voicemail Pro Installation and Maintenance Page 425 IP Office Release 6 15 601063 Issue 22e 16 May 2010 8 7 Installing Networked Messaging VPNM Voicemail Pro Networked Messaging VPNM allows users to forward voicemail to mailboxes on remote voicemail systems This is done by adding a VPNM component to the Voicemail Pro installation The messages are transferred between systems using an SMTP MIME mail format to encode both the voice part of the message and additional message details Here is a diagram to illustrate VPNM between two IP Office systems Remote IP Office System Central IP Office em IF Office Control Unit IF Office Control Unit Yorcemail Pro weith VPM Voicemail Pro with PMN and SMTP Server and SMTP Server Here is a diagram of a sample VPNM configuration between an IP Office and Avaya Interchange Depending on how your IP Network is set up the configuration will differ slightly Ethernet Switch Avaya Media Serveri Media Gateway with Intuity Audis Central PB
411. nnecting 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 VO01923555456 6 Click OK 7 Click inl to send the configuration back to the IP Office If the only changes made were to user settings select Merge Config 5 9 1 1 Using a Play Configuration Menu Action The callback call flow below is more advanced than the previous example It allows the user to check messages transfer themselves to another extension and to alter several aspects of their mailbox configuration Bob Rogers gt Callback LAEE Start Point my Meri Assisted Transter Extns Ment No ARSIVEr lt Home ay pf Home Of main interest to a callback user is the ry Play Configuration Menu action This action allows the remote user to alter their extensions forwarding and voicemail operation Option 9 in the menu played to the caller allows them to change the callback number To exit a Get Mail or Play Configuration Menu action and follow the call flow to the next action the user should press 0 not supported for Get Mail in Intuity mode Voicemail Pro Installation and Maintenanc
412. nnection to the action that should follow the connection To delete a connection 1 Click the connection to delete It is displayed in red 2 Press Delete The connection is removed Alternatively either select Edit and then Delete or right click and then select Delete Voicemail Pro Installation and Maintenance Page 171 IP Office Release 6 15 601063 Issue 22e 16 May 2010 4 2 Available Actions Once a start point has been added it can be linked to an action The available actions are divided into the following groups gt Start Point 150 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 iy Basic Actions These actions are chiefly used to control the routing of a call between actions ap Generic Action 184 Can be used to simply play a prompt to the caller through its Entry Prompts tab It can also be used to enter custom commands for the voicemail server E Speak Text Action 198 Allows text to entered and then played to the caller Requires TTS to be installed and licensed Sat e am Menu Action 200 Branch the call flow according to the phone buttons presses
413. nt 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 inl to merge the configuration back to the IP Office Voicemail Pro Installation and Maintenance Page 276 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Administration Hunt Group Voicemail 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 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 P Office Mode Access the hunt group mailbox and press 3 Then press either 3 to record the 1st 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
414. nter the number of days you wish this greeting to be active for Your temporary greeting E Cc D gt D a O 4 Inactive ziS a a 7 Voicemail Pro Installation and Maintenance Page 413 IP Office Release 6 15 601063 Issue 22e 16 May 2010 G0194 G0195 Is not set wav File I ntuity Prompt Delegate Escalation Extension For none For internal For desk For home For mobile For temporary For delegate For secretary For other For SMS For voicemail For escalation Currently For help For help at any time To input the list again Please input your Location Between Invalid time Is active Is inactive Is set to 60194 Go19s mir O O O D e9 CE Voicemail Pro Installation and Maintenance Page 414 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Appendix Prompts WAV File G0200 G0201 G0202 G0203 G0204 G0205 G0206 G0207 G0208 G0209 G0210 For instructions on configuring outcalling G0211 G0212 G0213 G0214 G0215 G0216 G0217 G0218 G0219 G0220 G0221 G0222 G0223 G0224 G0225 G0226 G0227 G0228 G0229 G0230 G0231 G0232 G0233 G0234 G0235 G0236 G0237 G0238 G0240 G0241 G0242 Outcalling is turned on for all new messages G0243 G0244 Outcalling is turned on only for new private messages Your outcalling is set Your outcalling destination is set to lt
415. nue Offline Message Window 3 3 The Main Voicemail Pro Window The Voicemail Pro Client is a Windows interface used to customize the Voicemail Pro Server o x W Yoicemail Pro Client Intuity Local File Edit 4ctions Administration me IT FETTER id go w S Ofiice 192 168 42 1 Exchange M le oe Specific Start Points Extn20t NEVER ACCESSED Disallowed Unlicensed AB Groups Extn202 i NEVER ACCESSED Disallowed i Unlicensed Extnzo4 0 0 NEVER ACCESSED Disallowed 0 Unlicensed Ee GD Short Codes Extn205 Add Start Points i 0 NEWER ACCESSED Disallowed 0 Unlicensed Bi aa Users Extn20b Gah Shad bagube 0 0 MEYER ACCESSED Disallowed 0 Unlicensed E a Default Start Points E tnz208 i 0 0 NEVER ACCESSED Disallowed 0 Unlicensed Extri209 Delete Start Points 0 0 NEVER ACCESSED Disallowed 0 Unlicensed oo al Voicemail Pro Administrators Extn210 0 0 NEVER ACCESSED Disallowed 0 Unlicensed Extn211 Clear Mailbox 0 0 HEVER ACCESSED Disallowed 0 Unlicensed E e e UeHEE Extn212 eeN 0 0 NEVER ACCESSED Disallowed O Unlicansed a Alarms Extn213 seat cura 0 0 NEVER ACCESSED Disallowed ci Unlicensed Extrie 4 0 0 NEVER ACCESSED Disallowed 0 Unlicensed AD Outcale Extn215 view Mailbox Details 000 NEVER ACCESSED Disallowed D icense TZ User Variables Extn216 HTE 0 0 D 0 NEVER ACCESSED Disallowed 0 Unlicensed i pf Distributed Voicemails Extn299 299 0 0 0 0 NEVER ACCESSED Disallowed 0 Unlicensed Extrait 304 0 o o ci NEVER ACCESSED Disallowed 0 Unli
416. numeric E The Alphanumeric action allows 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 308 The action assumes that the telephone uses the ITU standard alphabet markings as shown below 2 JEL MN O LJ Ea m fem n oy 0 W P i a I ae J a Users enter data by pressing the key marked with the character required For keys with multiple marking several key presses are required For example to enter C the user must press the 2 key three times After each key press the associated letter or number is spoken To move on to entering the next character the user should press whichever other key is marked with the required character or first press if the required character is on the key just used Controls available are e Accept last character and begin entry of next character if the required character 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 Telephony Actions icon and select E Alphanumeric 2 The General 176 Entry Prompts 177 Reporting 18 and Results 183
417. o 3 o g9 S Outcalling is turned off Outcalling is turned on Outcalling is turned on only for new priority messages G0245 Outcalling is turned on only for new priority private messages G0251 Outcalling is turned on between G0252 G0253 G0254 G0255 G0260 G0261 G0262 Outcalling is turned on for all new messages between Outcalling is turned on only for new priority messages between Outcalling is turned on only for new private messages between Outcalling is turned on only for new priority private messages between Outcalling is turned off Outcalling is turned on AENEAN AACE Outcalling is turned on for all new messages Voicemail Pro Installation and Maintenance Page 415 IP Office Release 6 15 601063 Issue 22e 16 May 2010 WAV File Intuity Prompt G0263 G0264 Outcalling is turned on only for new private messages G0265 G0272 G0273 For all new priority messages Outcalling is turned on only for new priority messages Outcalling is turned on only for new priority private messages For all new messages G0274 For all new private messages G0275 G0278 G0279 G0280 G0281 To input an outcalling number G0282 Enter the number followed by G0283 G0284 No global commands such as 4 will be accepted at this time G0285 G0286 G0287 G0288 G0289 Enter outcalling number and G0290 To exit press now G0301 G0306 For system outcalling sch
418. o 5 0 allows the action to be used 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 5 0 also allows the whisper call transfer to be automatically accepted after the recording if any and prompts have been played to the transfer target Settings 1 Click the Telephony Actions icon and select Cy Whisper 2 The General 176 Entry Prompts 177 Reporting 182 and Results 183 tabs are standard tabs available to all actions 3 Select the Specific tab Complete the fields with relevant details Properties for Whisper General Entry Prompts Specific Reporting Results whisper Play recording Auto Accept Play recording ta Source of transter displayed on phone 2 m Description displayed on phone Mo answer timeout 30 F r Prompts played before the recording Prompts played after the recording oh eX te tax Bed Order Prompt Length s Order Prompt Length z mm e Play Recording Voicemail Pro 5 0 If not selected the call is presented to the target without playing the caller s recording This allows the action to be used without requiring a recording from the caller The prompts before and prompts after recording are still played if they have been setup e Auto Accept Voicemail Pro 5 0 If selected after the recording has been played the caller is automatically conne
419. o Assisted Transfer and Transfer actions can be used to pass data to users and pop matching records based on that data Based on your solutions requirements you could obtain and verify the data collected and then transfer the call with a data tag that will utilize your specific criteria to lookup the required account contact or case once the call is offered The tags are conformant xml fragments they are comprised of an element AV_M and two attributes the Microsoft CRM entity account contact or incident and the schema name of the field to match on in this example contactid and the data is the record key For example e lt AV_M O contact S contactid gt e44e6dbf bd2a da11 badb 505054503030 lt AV_M gt where e lt AV_M element name e O contact crm entity e S contactid attribute to search on e gt end of element attributes e e44e6dbf bd2a dal11 badb 505054503030 the data to match on this should be unique e lt AV_M gt Closing tag The xml element name attributes names and Microsoft CRM entity and schema names are case sensitive Additional Examples e Account Account Number lt AV_M O account S accountnumber gt TLOOO0O1 lt AV_M gt e Case Ticket Number lt AV_M O incident S ticketnumber gt CAS 01001 lt AV_M gt Voicemail Pro Installation and Maintenance Page 230 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Telephony Actions 4 7 10 Alpha
420. o email ac wa Modules Attach file to e mail HB Path is assumed to be on the Yorcemail Server coo ao In the example above the eMail action follows a Voice Question action The in the eMail action s Attach file to email field instructs it to use the file recorded by the preceding Voice Question action The same method can be used with a Leave Mail action Note however that the Leave Mail action must be set to a valid target mailbox which will then have a copy of the message Alternatively the eMail action can attach a prerecorded wav file by specifying the file name That named file can be created by an Edit Play List action Voicemail Pro Installation and Maintenance Page 80 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro Voicemail Email 2 7 Text to Speech TTS Installation The Voicemail Pro server is able to use Text to Speech TTS in the following ways e Speak text in call flows using the i Speak Text action The text can include variables passed from other actions including database actions e When installed in parallel with Voicemail Email 64 TTS can be used to provide email reading 86 to selected mailbox users e TTS can be used by the Voicemail Pro client user to record prompts 179 used by call flow actions TTS Licensing Voicemail Pro TTS requires the server PC to have a Microsoft SAPI 5 compatible TTS engine installed and a valid license entry e Email Reading Th
421. o give out messages when certain numbers are dialed For example if users are barred from making international calls rather than giving users the busy tone a recording similar to International calls are not permitted could be played instead To create an International Calls are not Permitted error message 1 In IP Office Manager create a virtual user Complete the User tab with the following details Name Barred Full Name Internal Calls Error Message Extension 403 2 You need access to the virtual user s extension from any telephone extension attached to the system A voicemail code needs to be added Select the user Barred Click the Voicemail tab Add a Voicemail Code Click OK 3 Add a short code to access the virtual user s voicemail Code 95 Feature Voicemail Collect Telephone Number Barred include quote marks Line Group ID 0 4 Save the configuration file 5 You can now use the virtual user s voicemail to record a greeting message stating that international calls are not permitted Dial 95 from any telephone connected to the system Enter the extension number 403 Enter the voicemail access code The first time you enter the mailbox for extension 403 you will be asked to change the password and record a user name Press 3 to record a greeting Press 1 to change the message Press 1 to record greeting 1 Speak the new message In this case it would be similar to International calls are not permitted
422. o message storage and collection In those scenarios when the central server is restored messages collected by the backup or distributed servers are forwarded to the central server Combinations 58 of the solutions above can be deployed For example using a backup server and fallback IP Office control Voicemail Pro Installation and Maintenance Page 52 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro Centralized Voicemail Pro 2 5 1 Centralized Voicemail Within a Small Community Network a single Voicemail Pro server can be used to provide voicemail features for all the IP Offices in the SCN Centralized Voce mall Serer IP Office ce A Centralized Central IP Office s i Vo icem ai Fro pes ji ESTER One IP Office is configured for operation with the Voicemail Pro server as normal including the license for voicemail operation and the features required This IP Office is then regarded as the central IP Office for voicemail IP Office Within the other IP Office systems the voicemail settings are configured to indicate that they get their voicemail services from the central IP Office These IP Offices do not need licenses for voicemail except for ContactStore and or UMS if required Summary of IP Office Settings Once the IP Office SCN has been setup the following settings are used in the IP Office systems to provide voicemail operation for all the IP Offices
423. o some cell phone systems has revealed that this entry prompt may need to be up to 20 seconds in length 5 Connect the gt Start Point and the lap Get Mail action 6 Click Eg Save and Make Live and select Yes Voicemail Pro Installation and Maintenance Page 310 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Administration Remote Voicemail Notification The Default Callback Start Point In the example above a callback call flow was created for an individual users The Default Callback start point can be used to create a default callback call flow for all users If the Default Callback start point is used it must be designed so that users have to indicate which mailbox they are accessing In the simple call flow used above this can be done by entering in the Mailbox field of the Get Mail action The callback number is initially set through IP Office Manager To set the user s callback number 1 1n 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 number If you system requires an external dialing then that prefix must be included for example P901923555456 If co
424. of a counter variable is 0 The formats COUNTERx or COUNTER x are both supported Settings tal 1 Click the i Conditions Actions icon and select Decrement and Test Counter 2 The General 176 Entry Prompts 177 Reporting 18 and Results 183 tabs are standard tabs available to all actions 3 The following controls are available on the Specific tab Properties for Decrement and Test Counter Reporting Results Select Counter 15 Value to test counter against 12 e Select Counter Select the COUNTER variable to decrement and then test COUNTER1 to COUNTERL1S5B can be selected by entering 1 to 15 respectively e Value to test counter against This can be a number or another call variable 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 m Decrement and Test Counter True ee This result connection is used if the counter value matches the test value True e False False This result connection is used if the counter value does not match the test value Voicemail Pro Installation and Maintenance Page 248 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Condition Actions 4 9 6 Increment and Test Counter m Increase the values of a COUNTER variable by 1 and then test whether its new value matches a target value Voic
425. of call flows using the Voicemail Pro Client A standard administrator can change their own password but cannot add remove or modify other accounts e Administrator An administrator account can administer all settings including other Voicemail Pro client 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 Se 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 120 gt If you are a standard user you can change your own password when you are working in online mode If you are working offline the Change Password option is not available To change your password Voicemail Pro Installation and Maintenance Page 126 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Using the Voicemail Pro Client Administrator Accounts 1 From the File menu select Change Password 2 I1n the New Password box type the new password 3 In the Confirm Password box retype the new password 4 Save the changes Voicemail Pro Installation and Maintenance Page 127 IP Office Release 6 15 601063 Issue 22e 16 May 2010 3 10 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
426. oicemail Indication 93 HuntGroup 94 273 276 279 290 huntgroupconfiguration htm 94 I ICLID 310 ID 200 263 ident 350 ident As String 350 Identifying Voicemail Server PC 88 Page 441 15 601063 Issue 22e 16 May 2010 Idle 103 316 If used 280 IIS 60 illustrates 303 Import 34 144 324 Import Call Flows 34 IMS Administration 116 IMS Client Keys 116 IMS email 103 316 IMS Gateway 110 IMS Gateway Server logging 110 IMS Server 116 IMS Service Logging 110 IMS Services 110 IMS Tracing 116 IMS Voice 110 IMS Voice Server 110 Inactive 99 126 404 418 Inactivity Timeout 99 Incoming Call Route 150 153 255 256 267 270 280 289 290 295 375 match 263 Voicemail 270 IncomingCallRoute 159 incorporates BLF 383 increase decrease want 116 increase decrease reporting 116 Inetoub mailroot Drop 434 Install Voicemail Pro 36 98 298 301 Installatio ACM Gateway 424 Installation Compact 27 SMTP Voicemail Email 64 Installation Process 82 Installshield 36 InstallShield Wizard 35 Welcome 36 Interact 117 365 389 Internal Calls Error Message 317 International 317 404 International Calls create 31 7 internet 385 interruptables As String 357 358 359 361 364 intranet 385 Intuity Emulation Mode 329 Intuity Mailbox Mode 36 328 374 376 Intuity Mailbox User Guide read 99 390 refer 324 see 328 Intuity Prompt 404 Invalid 228 265 404 418 call follows 221 229 Invalid Conference 228 IP Office 4 0 IP
427. oicemail Pro Examples Using VB Script 7 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 7 1 2 21 GetResult Method This method is used to obtain the RES session variable 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 7 1 2 22 GetSavedMsgs Method This method is used to obtain the number of saved messages contained within the session s mailbox Method voice GetSavedMsgs dlgid Parameters e digid Long Default 0 The connection for the voicemail session Return Value The number of saved messages contained within the session s mailbox Long 7 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 7 1 2 24 GetUserExtension Method This method returns the extension number associated with the specified ma
428. ollowing 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 XOR 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 O 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 f 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 similar to EVAL CPO CP1 CP2 5 In this example the current values of CP1 CP2 plus 5 are added and then stored as CPO Voicemail Pro Installation and Maintenance Page 185 IP Office Release 6 15 601063 Issue 22e 16 May 2010 4 4 1 2 Change Callers Priority This Generic option allows the call priority of a call to be changed The priority value is retained when the call is transferred back to the IP Office system e When calls are presented to a hunt group on the IP Office calls waiting to be answered are queue in order of priority and then longest waiting By default internal caller s have Low priority while the priority of external callers is set by the IP Office Incoming Call Route used to route the call default a
429. ompts an command called NameWavsTable 377 can be used Settings 1 Click the gS Configuration Actions icon and select sa Record Name 2 The General 176 Entry Prompts 177 Reporting 18 and Results 183 tabs are standard tabs available to all actions 3 1n the Specific tab the mailbox to record that the name is to be recorded for is selected e Caller s mailbox The mailbox matching the start point of the call e Mailbox Select or enter the name of the target mailbox Results This action has the following result which can be connected to a further action ds e Next To Connect the action to a following action within the call flow Hent Voicemail Pro Installation and Maintenance Page 212 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Configuration Actions 4 6 3 Personal Options Menu ry The Play Configuration action allows various users or hunt group settings to be altered Because of the nature of this action it should always be protected by a PIN code in its General tab For an example of the action being used ina call flow see Using a Play Configuration Menu Action 311 Any user or group configuration changes made using this method are written the file AuditTrail txt on the voicemail server PC 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
430. ompts instead If French prompts are not installed it looks for English US and finally English UK See Supported Languages 15 gt 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 303 Voicemail Pro Installation and Maintenance Page 301 IP Office Release 6 15 601063 Issue 22e 16 May 2010 5 7 1 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 installable Voicemail Pro prompts 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 5 0 Folder Brazilian Portuguese ptb Chinese Cantonese zzh Chinese Madarin ch en nl en enu fi fr frc French Canadian German Greek S Hungarian hu Italian tt Korean ko eso no gt VIVIVIVIVIVIVIVEIVIVEIVEIVIV IV EV EV VIVIVIVIYV MO 10 MO oO MO lo MO 10 MO 10 Oro zn n o 10 s 1O lO 10 o gt Wn gt ori D gt gt Wn gt gt gt gt gt O D D gt gt gt gt rr 5 oO a O a a a a a s 5 Vy 5 5 a 5 y V V Viv V V D D D D L 32 JE J J Cc c a Cc Cc v i S gt When the IP Office routes a call to the voicemail server it indicates the locale for which matching prom
431. on Yesterday At Thirteen Hour Thursday May Seventh One PM Hundred Thursday May Seventh Eleven PM At Midnight Oh Zero Twelve Midnight At Midnight Oh Zero date Monday October Thirteenth Thirteenth October Two Oh Twelve Midnight Oh Eight TI ME 24 True Any digid TI ME 0 00 00 Y True Any digid TI ME 11 00 00 Y True Any digid TI ME 12 00 00 Y True Any digid TI ME 13 00 00 Y True Any digid TI ME 23 00 00 Y True Any digid Yesterday At Twenty Three Hour Hundred TI ME 24 00 00 Y True Any digid TI ME 0 00 00 13 10 2008 True Any digid TI ME 11 00 00 13 10 2008 True Any digid At Eleven Hour O Clock Date Monday October Thirteenth Thirteenth October Two Oh Eleven AM Oh Eight TIME 12 00 00 13 10 2008 True Any digid At Twelve Hour O Clock Monday October Thirteenth Date Thirteenth October Two Twelve Noon Oh Oh Eight TIME 13 00 00 13 10 2008 True Any digid At Thirteen Hour Hundred Monday October Thirteenth Date Thirteenth October Two One PM Oh Oh Eight TIME 23 00 00 13 10 2008 True TI ME 24 00 00 13 10 2008 True Any digid Any digid Voicemail Pro Installation and Maintenance IP Office Release 6 At Twenty Three Hour Hundred Date Thirteenth October Two Oh Oh Eight At Midnight Oh Zero Date Thirteenth October Two Oh Oh Eight Monday October Thirt
432. on 153 226 Manager Incoming Call Route 263 Managing Campaigns 379 Mandatory Announcement Example 295 Manual Call Recording Starting 285 Manual Recording Customizing 288 Manual Recording Mailbox 287 Manual Recording Options Setting 287 MAPI Email Protocol 71 75 MAPI email 86 102 111 117 MAPI Email Preferences Setting 102 MAPI Password leave 102 Voicemail Pro Installation and Maintenance IP Office Release 6 Index MAPI Profile 102 MAPI based Voicemail Email Voicemail Pro 86 MAPIlEventTracing 116 Matching Short Code 150 153 Creating 265 MattR 305 Max 99 284 Maximum Number 351 381 maxtime 361 maxtime As 361 maxtime As Long 361 mdb 34 144 mdb file 144 Member Of 94 184 272 274 Menu Action 172 181 229 265 280 296 303 306 366 388 389 390 393 Specific 200 Menu action Touch 393 Menu button 272 Menu key 285 377 menu press 404 418 menu provides user 26 7 268 Merge Config 310 message As String 353 354 356 357 362 message counts 353 Message Deletion Times Setting 103 message housekeeping 103 Message Housekeeping Preferences 103 Message Length 99 Message Parameters 111 Message Parameters options 111 message press 404 418 message Test Connection Succeeded 250 Message Waiting Indication 271 Configuring 272 MessageCLl 356 MessageCLI Method 356 MessageDisplay 356 MessageDisplay Method 356 MessageEvtSinkTracing 116 MessageLength 357 MessageLength Method 357 MessageProcessingIT racing 116 Mes
433. on can be used to abandon the backup Voicemail Pro Installation and Maintenance Page 147 IP Office Release 6 15 601063 Issue 22e 16 May 2010 3 14 3 Restoring a Previous Backup When you select to do a restore the voicemail server will first suspend calls before it starts restoring files Once the restoration has been complete normal server operation is resumed 1 From the Administration menu select Preferences gt General 2 Click the Housekeeping tab A summary of the last run backup and the next scheduled backup are listed at the bottom of the menu 3 Click on Restore Yoicemail Data Restore Hestore From Taken 15 Oct 2009 OF 2 7 02 Type Immediate Vorcemails Disk Space Free 05620 MB Free Now O8620 MB Will be free after data restore Hee _ 4 Use the Restore from field to select the folder containing the backup By default the backup files are sent to a sub directory where the voicemail server has been installed typically c Program Files Avaya IP Office Voicemail Pro VM Backup However the location can be specified when configuring the backup options Each backup is labeled with its type Immediate Daily Weekly or Monthly plus the date and time 5 Details of the items available to be restored and the space required are displayed 6 Click on Restore to being the restoration process 7 Once restoration has been completed details of the files restored
434. on on phones can be set to access visual voice This is done using the Messages Button Goes to Visual Voice System Voicemail option in IP Office Manager To give a user access to Visual Voice 1 Start IP Office Manager and receive the IP Office configuration Click i User to display the list of existing users Click the required user Click the Button Programming tab Click the button line that you want to change Right click in the Action field Select Emulation gt Visual Voice Click OK to save the button details for the selected user Oo Oo N oO Ww A WW N Repeat for any other users 10 Click inl to save the changes back to the IP Office system Voicemail Pro Installation and Maintenance Page 268 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Administration User Voicemail Access 5 2 2 Giving Users Access from Any Extension Access to voicemail from any extension can be given to either e An individual user So that a specified user can log in to their voicemail from any extension you need to set up a short code and associate it with the user s extension number For example a short code 90 could be associated with extension number 201 The user with extension 201 can then dial 90 from any extension and enter their voicemail code to collect their voicemail messages To give a specific user access from any extension 1 Open IP Office Manager 2 Set up a short code for example 90 F
435. on the Client machine is the same The call flow on the server might be different to the call flow on the Client because e The local call flow is older than the version on the server for example if the call flow on the server has been modified by another Client connection e The local call flow is newer than the version on the server for example if the call flow on the server has been worked on while the local Client was being used in offline mode e The local call flow is from a different server for example if you are connecting to a different server to the one from which the call flow was previously downloaded If the call flow is the same no data will need to be copied back 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 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 122 3 11 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 E l
436. onal mailbox fax number overrides the system fax number Mailbox owners can find out more in the Intuity Mailbox User Guide If your fax system requires prefix addressing for example the C3000 fax server do not type a fax number In the System Fax Number box Instead type the number to use as a prefix so that a fax message can be identified and forwarded to the extension number of the intended recipient For example if the prefix were 54 a fax message for extension 201 would have the prefix of 54 automatically added so that the complete number would become 54201 4 To use the specified prefix check the Use as a Prefix box so that the number that you typed in to the System Fax Number box is used If your fax system does not use prefix addressing leave this box unchecked Important For this feature to work you also need to set up a short code 5 Most fax servers perform fax forwarding based on DTMF signalling received with the fax call Check the Enable Fax Sub Addressing box so that the DTMF signal is passed to the fax server after the call has been answered This is so that the fax can be forwarded to the email address of the intended recipient 6 Click OK 7 Click Save amp Make Live Voicemail Pro Installation and Maintenance Page 390 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Examples Fax Server Configuration If prefixed numbers are being used the next step is to up a short code so that fax calls are route
437. onal voicemail features these are detailed separately This license was previously called Voicemail Pro 4 ports e Mailboxes for all users and hunt groups e Call recording to mailboxes e Announcements for users and hunt groups e Campaigns e Customizable call flows e TTS email reading for users licensed for Mobile User or Power User profiles e Advanced Edition License This license enables the additional features listed below A Preferred Edition license is a pre requisite for this license e Support for Customer Call Reporter e Voicemail Pro Visual Basic Scripting e Voicemail Pro database interaction IVR e Voicemail Pro call recording to ContactStore e Voicemail Pro call flow generic TTS 8 ports 1 e User Profile Licenses and User Profiles Within IP Office Release 6 users have a Profile setting The options for this setting other than Basic User are controlled by the available user profile licenses in the IP Office systems configuration The selected profiles controls which additional services can be configured for the user The additional voicemail services affected by this are TTS email reading and UMS services e UMS services can only be used by users set as Teleworker User or Power User e TTS email reading can only be used by users set as Mobile User or Power User e TTS Licensing The licensing of TTS for use in call flows and for email reading has been separated e TTS for email reading is no longer enabled b
438. one TTY mee Device VoiceM all Pro Server with TTY Prompts f The TTY device and associated analog telephone linked either by a pass through port on the TTY device or a telephone splitter are connected to an analog extension port POT on the IP Office system During calls the TTY can be used to display and send TTY messages The analog telephone can be used to send dialing digits and provide a speech path during calls TTY Device Voicemail Pro Installation and Maintenance Page 297 IP Office Release 6 15 601063 Issue 22e 16 May 2010 5 6 1 Installing Voicemail Pro TTY Prompts You can select TTY prompts from the list of language options when you install Voicemail Pro See Installation Overview 18 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 298 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 299 5 6 2 Changing User Locale The locale setting tty is not actually recognized by IP
439. one is still Supported including Visual Voice Voicemail messages in an Exchange 2007 inbox are not visible to UMS IMAP and UMS Web Voicemail however Exchange 2007 provides its own methods for IMAP and web browsing of Exchange mailboxes e Note When using an Exchange 2007 server as the message store for a user s voicemail messages the voicemail server will deliver messages to the Exchange server on completion of the recording However the presentation to Outlook and back to the voicemail 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 ime Inbox Microsoft Outlook raat File Edit View Go Tools Actions Help Type a question for help iNew v eu La Eh Reply G Replyto All 3 Forward ka Lan GA Send Receive K gt G Search address books Mail B Inbox i Play Play on Phone Z Edit Motes s snme PY Voicemail Message Extn2205 gt Extn2207 From 2205 L Inbox Arranged By Date Newest an top a pi i G D Unread Mail Administrator o l Sent Items o z Last Week Thu 23 04 2009 15 04 om Mail Folders a ou Administrator Wed 29 04 agenti P All Mail Items rn oicemail Message Extn3103 gt Ext W wee EE 3 Ef Mailbox agenti EEO CC 4 vs erect Two Weeks
440. onfiguring Backup Server Operation 1 The Voicemail Pro server software is installed as normal on the backup server PC The voicemail server is not specifically configured as being a backup server 2 The central IP Office hosting the primary voicemail server is configured with the IP addresses of both the primary voicemail server and the backup voicemail server System LAMI LANZ DNS Voicemail Telephony Directory Services System Events SMTP SMOR Twinning VM CLR Voicemail Type Voicemail Lite Pra Ww Messages Button Goes To visual Voice Voicemail Destination Voicemail IF Address 192 168 42 201 Backup voicemail IP Address 192 156 42 211 3 The other IP Offices are configured for centralized or distributed voicemail as normal Voicemail Pro Installation and Maintenance Page 62 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro Centralized Voicemail Pro Check the Server Connections 1 Check Connection to the Central Server In the following tests remember to use the fully qualified domain name of each server a Ping Test Make a ping from the server to the central server for example ping vmprol example com You should see a series of 4 successful replies from the sever b Telnet Test Make a telnet test from the server to the central server for example telnet vmprol example com 25 You should receive a response from the email server within IIS Enter quit to close the telnet c
441. onnected to a further action e Next Connect the action to a following action within the call flow Select System Prompt Language Next Voicemail Pro Installation and Maintenance Page 215 IP Office Release 6 15 601063 Issue 22e 16 May 2010 4 7 Telephony Actions Telephony Actions These actions relate to telephony functions such as call transfers Variable Routing Action 217 Route on a match to a variable such as the caller s CLI 1 e Route Incoming Call Action 21 Route a call depending on whether the call is internal or external fi e Route by Call Status 220 Calls route is determined by why the reason the call was routed to voicemail Transfer Action 22 A blind transfer Whisper Action 223 Screened transfer Call List Action 225 Transfer to a user selected choice H Dial by Name Action 226 Select user group by keypad letters ad e TT Conferencing Center 22 Provides a route for callers to enter the conference ID and their conference PIN code IP Office Conferencing Center needs to be installed gn Assisted Transfer Action 229 A transfer with assistance for callers S Alphanumeric Action 23 Allows the caller to input text and numeric values Voicemail Pro Installation and Maintenance Page 216 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Telephony Actions 4 7 1 Variable Routing This action routes calls
442. onnection 2 Check Connection from the Central Server Repeat the ping and telnet tests this time from the central server to the backup or distributed server Checking Status with the Voicemail Pro Client When connected to a Voicemail Pro server using the Voicemail Pro client the client title bar will display the role assumed by that voicemail server Centralized Voicemail Backup Voicemail or Distributed Voicemail W Yoicemail Pro Client Intuity Local File Edit Administration Help jz p fj h mg a ajo FR li 3 i ae M BL EA ar T Fisa a RH g dAd BRIS g Siin OA D oio e a g p A Bth Fra IP Address Version Last Activit Recut TA OOEQOF026F 2F 192 168 42 1 partnersp kamister com 192 168 4210 6 0 6 0 Distributed 27 11 200909 44 Up To Date Voicemail Pro Administrators F r Server Queues mo Distribute d Voicemalls When connected to the backup voicemail server if it is the active server the title will have changed from Backup Voicemail to Backup Voicemail Live When connected to the centralized voicemail server the Distributed Voicemails folder can be selected to display details of the distributed servers and the state of the connection with each The Result will be either e In Progress The servers are synchronizing information via SMTP e Up To Date The servers are synchronized Voicemail Pro Installation and Maintenance Page 63 IP Office Release 6 15 601063 Issue 22e 16 May 2010
443. ontained in this site the documentation s 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 Downloading documents For the most current versions of documentation see the Avaya Support Web site http www avaya com support Contact Avaya Support Avaya provides a telephone number for you to use to report problems or to ask questions about your product The support telephone number is 1 800 242 2121 in the United States For additional support telephone numbers see the Avaya Web site http www avaya com support Page 2 15 601063 Issue 22e 16 May 2010 Contents 1 Voicemail Pro 1 1 What is New 0 6 0 cciceciestec cee o roct eel sa te suede deals hat 11 1 2 Supported LANQUAGES cccccccsseseeeeeeeeseeeseeeeeseaaeeses 15 1 3 Number of Simultaneous USers ccceeeeeeeceeeeeeeeeeees 16 2 Installing Voicemail Pro 2 1 General Installation Requirements cccceceeeeeeees 18 21 PC Specification aa 19 2 1 2 Voicemail Pro LICENSES cceceeseeeeeceeeeeeeeeees 22 2 1 3 Network Requirement cccccceeeeeeeeeeeeeeeeeeees 24 2 1 4 Disk Space Requirements ccccccseeseeeeeeeeeeees 25 2 1 5 Web Server Operation
444. ontinuous loop press 4 to return to the previous menu press 8 mnu_ 3 When playing a message to delete the message press 4 to save the message press 5 to forward the message to email press 6 to repeat the message press 7 to skip the message press 9 at the end of your messages to play old messages press 1 to play saved messages press 2 to edit your greeting press 3 to direct all messages to email press 01 to turn off email redirection press 02 mnu_ 4 When playing a message to delete the message press 4 to save the message press 5 for forwarding options press 6 to repeat the message press 7 to skip the message press 9 to call back the sender press at the end of your messages to play old messages press 1 to play saved messages press 2 to edit your greeting press 3 to direct all messages to email press 01 to send email notifications press 02 to turn off email functions press 03 to change your access code press 04 mnu_5 To forward message to email press 1 to forward message to other extensions press 2 to add a header message press 3 to send message into your saved messages list press 4 to skip this forwarding press mnu_6 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 voice mail access code press 6 to edit voicemail reception press 7 to set voicemail email mode press 8
445. or Use Windows Media Player plug in Dynamic Link Library Opera 1 Select Tools Preferences Page 44 Voicemail Pro Installation and Maintenance 15 601063 Issue 22e 16 May 2010 IP Office Release 6 Installing Voicemail Pro UMS Web Services 2 Select Downloads and use the search box to find x mplayer2 ee eee ee naa Beene tae Bee tea Bein ieee Bes nee Bene ieee Benes tee Bee tea Bs saa Bene ieee Bee 0 cea Bee 0 ieee Be 0 tee Bee 0 ie Eee 0 ne ee Be Be Be ee Be ee De ee Ee a ee ee ee ee ee ee ee ee eee eee e Browsing wf Hide file types opened with Opera Search Notifications MIME type File extensions New application x mplayverz is Delete content Fonts Edit Downloads TT Wee Tea l a ie Be ae ae Ee es Die ee De ie ie De De De De Dee Dae Dee Dee Dee Dee l a ee a e a ee ee File type Programs History Cookies MIME type File extensions Security Network application x mplayer2 Toolbars Action Shortcuts Voice L Show download dialog LO Open with Opera _ Save bo disk Open when transfer is complete L Do not ask For Folder but save directly to Choose o Open with default application O Open with other application Choose _ Pass web address directly to application a Use plug in Windows Media Player Plug in Dynamic Link Library 3 Check that the setting is set to Use plug in and Windows Media Player Plug In Dynamic Link Lib
446. or fax press 2 for text press 3 for binary files press 4 048 2051 Your password cannot be the same as your extension number consecutive digits or a single repeated digit Please enter new password and the key 052 At beginning of message to step back to previous message press 2 to listen press Zero N NINN N NINN N N N N NEN NINININ N NIN N NIN NIN IN N NINI NIN N IN N N eye ie je O O OOO O O O O P BRB Bf m O m WO NO UO fs gt N Voicemail Pro Installation and Maintenance Page 412 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Appendix Prompts WAV File Intuity Prompt 2065 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 071 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 Press zero G0029 Press 9 G0031 Press the key G0032 Press G0040 G0041 G0042 G0043 G0044 G0045 G0046 For instruction on configuring outcalling G0047 G0051 G0052 G0053 G0054 G0055 G0061 G0062 G0063 G0064 G0065 G0071 For all calls G0072 For internal calls G0073 For internal calls only G007
447. ording uses conferencing capacity and so is subject to the available conferencing capacity of the IP Office system e IP Trunks and Extensions When the direct media path option is used with IP trunks and or an extension it is not possible to guarantee call recording e Call Recording Warning In many locations it is a local or national requirement to warn those involved in a call that they are being recorded The Voicemail Pro does this by playing an Advice of Call Recording prompt which can be switched off On automatically recorded call some telephones may also display a recording symbol See Call Recording Warning 283 e Recording Duration Call recording is limited to the maximum length of 1 hour See Changing the Recording Time 284 e Voice Recording Library VRL Recordings are normally placed into standard mailboxes VRL operation allows recordings to be transferred to a specialist archiving application This allows both longer recording and the sorting and searching of recordings See Voice Recording Library VRL 284 Voicemail Pro Installation and Maintenance Page 282 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Administration Recording Calls 5 4 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
448. ort 428 VPNMreceiver Service 434 VRL 99 207 282 284 287 290 VRL application 284 287 290 VRL Record Length 99 284 W Waiting Indication 93 271 272 WAN 120 128 wav As String 358 359 Wav Editor 157 Web Browser 383 385 Web Campaign Component 378 385 Web Campaigns 378 Using 385 Web Server 385 Web Sites 389 websites 83 Week Planner 160 161 165 add 164 Week Planner icon 164 Week Planner window 164 Whisper 152 172 223 Whisper Action 152 172 223 wildcard 217 Windows 2000 117 Windows Explorer 36 Page 450 15 601063 Issue 22e 16 May 2010 Windows TTS 83 Within Voicemail Pro 157 305 365 Wizard 34 36 251 379 Wordpad 116 Work 105 122 313 389 Work Group Member Email 72 Workstation 120 www microsoft com speech download sdk51 81 X XML 82 closing 83 opening 83 XML Tags Entering 83 XP 117 Y YEAR MONTH DAY HOUR 357 Yes Select 120 Your call 261 404 418 Your estimated 280 Your Password 404 Voicemail Pro Installation and Maintenance IP Office Release 6 Index Page 451 15 601063 Issue 22e 16 May 2010 Voicemail Pro Installation and Maintenance Page 453 IP Office Release 6 15 601063 Issue 22e 16 May 2010 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 it
449. our callback options To modify your DND options To modify your email mode options To modify your follow me forward options To modify your mobile twinning options To modify your reception transfer options To modify your follow me feature setting To modify your forward unconditional setting To modify your forward on busy and on no answer setting Your follow me feature Your forward unconditional feature Your forward on busy and on no answer is set to Your forward on busy is set to Your forward no answer is set to Your forward on busy and on no answer are inactive Your do not disturb feature Your email mode feature Your mobile twinning feature Your callback option To modify your voicemail transfer on zero To modify your voicemail transfer on 1 To modify your voicemail transfer on 2 To modify your voicemail transfer on 3 Your voicemail transfer on zero Your voicemail transfer on 1 Your voicemail transfer on 2 Your voicemail transfer on 3 Cr E val ll of Oo loo IJJI Q Q 0 00o h hl HW inh mD mD r alalzlelz 2 l3 Wn DI Is a O rt an S mD a gt 12 Ta 10 gt I A Wn 3 Voicemail Pro Installation and Maintenance Page 417 IP Office Release 6 15 601063 Issue 22e 16 May 2010 8 5 2 English Non Intuity Prompts Here is a list of the named wav files used by Voicemail Pro for US and UK English
450. ove or modify other accounts e Administrator An administrator account can administer all settings including other Voicemail Pro client 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 iik 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 120 If an administrator tries unsuccessfully to log in to the Voicemail Pro Client 3 times consecutively their account is locked and cannot be used for an hour As an administrator you can release a locked account by changing its Status back to Inactive Voicemail Pro Installation and Maintenance Page 136 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Using the Voicemail Pro Client Using the Navigation and Details Panes 3 11 3 Server Queues The following options are new in Voicemail Pro 5 0 3 11 3 1 Alarms The Voicemail Pro client can display the alarm calls that have been configured for the Voicemail Pro to perform These can be setup through call flows using the Alarm Set 236 action or directly through the Voicemail Pro client 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 W voice
451. p they are listed in the Callflows Assigned column These options allow you 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 Clear Mailbox Voicemail Pro 5 0 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 Exchange 2007 as their message store Disable Mailbox Voicemail Pro 5 0 This option will stop the mailbox from being used to receive messages This includes the forwarding of messages to the mailbox and manual or automatic recording placing recordings into the mailbox If selected we recommend that the Voicemail On setting within the IP Office configuration is also disabled that will stop the IP Office from attempting to use 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 320 View Mailbox Details Voicemail Pro 6 0 This option is available for user mailboxes It allows you to view and edit various user mailbox settings including the user s alternate numbers outcalling settings and personal distribution lists Voicemail P
452. pend 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 server computer e While the server is shutting down selecting File again will display Voicemail Shutdown In Progress 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 CX 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 Shutting Down Displays the time for which the shutting down process has been running Shut Down Immediately Change the shut down to an immediate impolite shut down Any current calls are disconnected Cancel Shut Down Cancel the shutting down process 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 PC must be restarted e Suspend Calls Selecting this option will start the call suspension process for the sever 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 Suspend In Progress
453. ple contactid and the data is the record key For example e lt AV_M O contact S contactid gt e44e6dbf bd2a da11 badb 505054503030 lt AV_M gt where lt AV_M element name O contact crm entity S contactid attribute to search on gt end of element attributes e44e6dbf bd2a dal11 badb 505054503030 the data to match on this should be unique lt AV_Mb gt Closing tag The xml element name attributes names and Microsoft CRM entity and schema names are case sensitive Additional Examples e Account Account Number lt AV_M O account S accountnumber gt TLOOOO1 lt AV_M gt e Case Ticket Number lt AV_M O incident S ticketnumber gt CAS 01001 lt AV_M gt Voicemail Pro Installation and Maintenance Page 222 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Telephony Actions 4 7 5 Whisper E The Whisper action allows a recording made by the caller to be played to a transfer target while the caller is held 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 allows several text items to be set for display on the transfer target extension and for prompts to be played before and after the caller s recording Voicemail Pr
454. ple 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 611 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 612 To make private press 1 To make priority press 2 To remove private status press 1 To remove priority status press 2 22 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 A priority message will be delivered before other messages and will be flagged for special attention in Private messages cannot be forwarded by the recipients the recipients mailbox The message will be private mS q ND OOA amp D e mee Ul UW O N W Voicemail Pro Installation and Maintenance Page 408 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Appendix Prompts WAV File Intuity Prompt The message will be priority The message will be private and priority Sorry cannot leave a message now because this users mailbox is full To administer mailing lists press 1 To change your password press 4 To record your name press 5 03 04 To create lists press 1 to scan lists press 2 to review and modify lists press 3 07 If finished press If finished adding entries press
455. portant Do not uncheck any other boxes as this will remove the corresponding software features e Scroll down and check VPNM Click Next If you have chosen not to install the Web Campaign Component the Service Account Name window opens The Select the Web Server root directory window opens so that you can specify the folder where the web Campaign web pages are to be stored The default folder is C inetpub wwwroot To use the default folder click Next To specify a different folder type the path to the preferred folder location Alternatively click Browse and locate the folder to use Click Next The Destination of the Web Script Directory window opens so that you can specify the folder where the web campaign components are to be stored The default folder is C inetpub scripts To use the default folder click Next To specify a different folder type the path to the preferred folder location Alternatively click Browse and locate the folder to use The Service Account Name window opens Details of the default administrator account might already be filled in In the Service Account Name window type the User Name and Password for the user account under which the Voicemail Pro service should log on and run This should be the IMS account created previously on the domain and Exchange server Alternatively click Browse and select from the list of available PC or network accounts Click Next The Select Program Folder window opens By
456. ppropriately indicates its purpose and that can be used as part of the URL for the web server within the customer s domain e O Remove IMS Voicemail Pro UMS is not supported on systems that are using Voicemail Pro IMS IMS must be removed before UMS can be selected for installation Voicemail Pro Installation and Maintenance Page 41 IP Office Release 6 15 601063 Issue 22e 16 May 2010 User and Browser Requirements For users to access Web Voicemail they require a web browser that meets the following requirements O Javascript Enabled Web Browser Web Voicemail is tested against the following browsers Other browser may work so long as they support J avaScript and CSS e Internet Explorer V6 SP1 or higher e Internet Explorer V7 or higher e Mozilla Firefox V2 0 0 2 or higher e Opera V9 10 or higher PC Playback Browser access allows the selection of message playback either via an IP Office extension or through the web browser Avaya test browser playback using the following Windows media players e Windows Media Player 10 e Windows Media Player 11 e Quick Time 7 4 e VLC 0 8 O User Name and Password Once enabled for UMS Web Services in the IP Office configuration to log on using Web Voicemail the user will need to know their Name and Voicemail Code as set in the IP Office configuration Note that this is the Name and not the Full Name Voicemail Pro Software Installation with Web Voicemail Component The Web Voicemail compo
457. pts Specific Reporting Results Which user defined variable does this action test This action will return TRUE if the following variable Snow ay Cancel e This action will return TRUE if the following 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 browse button to select the text that should be used including using a the value of a call variable 157 Results This action has the following results which can be connected to further actions The 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 Voicemail Pro Installation and Maintenance Page 245 IP Office Release 6 15 601063 Issue 22e 16 May 2010 4 9 4 Test Variable For Voicemail Pro 4 2 the Test Variable action has been added and replaces the previous Check Digits action It allows calls to be routed based on matching the value of a call variable to a specified value Settings wl aa 1 Click the fiss Conditions Actions icon and select Ed Test Variable 2 The General 176 Entry Prompts 177 Reporting 182 and Results 183 tabs are standard tabs available to all actions
458. pts 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 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 server will provide prompts from a fallback language if available The table of languages above lists the order of fallback selection If required the language provided by a voicemail call flow can be changed using a 8 Select System Prompt Language 215 action TTY Teletype Prompts TTY Teletype Textphone is included in the list of installable languages TTY is a text based system that is used to provide services to users with impaired hearing See Support for Callers with Impaired Hearing 297 Voicemail Pro Installation and Maintenance Page 302 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Admini
459. r Voicemail Pro has been installed and its operation verified IP Office ContactStore must use a separate hard disk partition for its message archiving from that used by Voicemail Pro for current mailbox messages Use of a separate hard disk or installation onto a separate server PC are alternatives The use of ContactStore to store recordings requires additional voicemail licenses 22 The IP Office hosting the Voicemail Pro server must have an Advanced Edition license If in a Small Community Network other IP Offices in the network wanting to use ContactStore must have either Advanced Edition licenses or VMPro Recordings Administrators licenses The use of RAID 1 or RAID 5 are recommended The use of a DVD recorder for long term archiving is recommended A figure of 7 2MB per hour for archived recordings is given The archived messages held by IP Office ContactStore are accessed via web browser using the port address 8888 This port address is not configurable and so it is necessary to ensure that it does not conflict with any other web server service running on the same server PC Voicemail Pro Installation and Maintenance Page 25 IP Office Release 6 15 601063 Issue 22e 16 May 2010 2 1 7 User and Group Mailboxes The voicemail server creates mailboxes based on the user and hunt group names that are entered in the IP Office Manager application Whenever the Voicemail Pro is restarted or the IP Office configuration is changed new mailboxes
460. r an installation ith additional languages use the Custom PNM Database Receiver installation option VPNM Server VPNM Receiver X Y Voicemail Pro Campaign Web Not available for installation on an XP Pro server Component Web Voicemail UMS Before you begin wf 4 4 ot a a ct l Ox x Z Only available for installation on server operating ystems 1 Log on to the server PC using the account under which you intend the Voicemail Pro server or service to run This account must have full administrator rights to the server PC 2 Recommendation Create a new user account called Voicemail and give it full administrator rights on the PC This will help to identify the purpose of the account Set the account password so that it does not expire 3 In IP Office Manager check that the correct licenses for Voicemail Pro 22 gt have been installed and show a status of Valid 4 For installations other than client only and compact check that the necessary pre installation processes have been completed e Web Campaigns Installation 31 e Voicemail Email Installation 64 e UMS Web Voicemail 3 e IMAP Installation 33 gt e Web Voicemail Installation 41 e Exchange 2007 Installation 47 e Centralized Voicemail Pro 52 gt e Installing Text to Speech Features 81 e Voicemail Private Networked Messaging VPNM Installation 42 e Installing Voicemail Pro TTY Prompts 29 e Installation on Windows Server Operati
461. r 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 or using IP Office Phone Manager Voicemail Pro 6 0 allows you to 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 can not be modified by other users 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 users mailbox and right click on it Select the option Mailbox Administration 3 Select the Personal Distribution Lists tab Mailbox Details _ Ioj xi Account Personal Distribution Lists Qutcalling Distribution Lists 100 Sales Team Public Add Edit Remove Members Cancel Help 4 To show the mailboxes in an existing list click on the list The existing members are shown in the bottom panel Voicemail Pro Installation and Maintenance Page 132 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Using the Voicemail Pro Client Using the Navigation and Details Panes 5 When adding or editing a list a separate menu is displayed allowing the list name type and memb
462. r the caller e Source of transfer displayed on phone The number to display on the destination phone if internal Type the required text directly or use the browse button to select the text that should be used including using a the value of a call variable 157 e Description displayed on phone The text description to display on the destination phone if internal Type the required text directly or use the L browse button to select the text that should be used including using a the value of a call variable 157 e No answer timeout The value selected is how long the voicemail 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 El Call List Next Ho Answer Bus e Next This connection result is not used e No Answer This connection 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 Voicemail Pro Installation and Maintenance Page 225 IP Office Release 6 15 601063 Issue 22e 16 May 2010 4 7 7 Dial by Name B The Dial by Name action enables callers to 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
463. rary Internet Explorer 1 Internet Explorer uses the application associated with the wav file type for Windows 2 Select My Computer 3 Select Tools Folder Options 4 Select File Types Voicemail Pro Installation and Maintenance Page 45 IP Office Release 6 15 601063 Issue 22e 16 May 2010 5 Locate and select the WAV extension type Folder Options Registered file types Extensions File Types Sl WAB Address Book File od WAM Wave Sound Be WAR Windows Media Audio shortcut ay WwBK Microsoft Word Backup Document E WES Web Site Content Source Windows Media Photo T tehene Nen Details for Wi extension Opens with Windows Media Player Files with extension Wav are of type Wave Sound To change settings that affect all Wave Sound tiles click Advanced Advanced 6 Check that the details show Windows Media Player as the selected application for this file type Voicemail Pro Installation and Maintenance Page 46 IP Office Release 6 15 601063 Issue 22e 16 May 2010 2 4 3 Exchange 2007 Installation Installing Voicemail Pro UMS Web Services A UMS user or group can be configured to have their voicemail messages forwarded to the inbox of an Exchange 2007 email account They can then access their voicemail messages using Outlook 2007 and playback those messages on their PC Alternatively any other mechanisms supported by Exchange 2007 Unified Messaging can be used Access to the messages from an IP Office teleph
464. rd Name Module This module allows users to record re record their mailbox name This or a similar module is necessary if Voicemail Pro is using IP Office mailbox mode However it is still useful if the Voicemail Pro is using Intuity mailbox mode as it gives users quick access to re record their name Modules gt Record Name Start Point Next 1 In Voicemail Pro a new module called Record Name was added 2 A Record Name action was added 3 I1n 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 General Eritry Prompts Specific Reporting Results Token Name Record Hame Description 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 Fs E 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 Voicemail Pro Installation and Maintenance Page 376 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Examples Dial by Name 7 3 3 Using
465. rd prompts themselves to reflect changes in operation Speaking Variables to Callers Call variables can be used as prompts The value of the call variable will then be spoken This applies to all variables that are numeric values It also applies to NAM which will play the mailbox users 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 198 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 Voicemail Pro Installation and Maintenance Page 178 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Standard Action Tabs 4 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 Entry Prompts tab of each call flow action allows prompts to be played before the action performs its main role Clicking P or double clicking a listed prompt starts the Voicemail Pro Wave Editor This tool allows you to record and play prompts through the Voicemail Pro server PC or through an extension on the IP Office system Wave Editor J a x
466. re is a specific reason to use a different folder Click Next 13 The Start Copying Files menu is displayed It shows a summary of the components that are about to be installed Check that this list is as expected If for any reason the details are not what you expect click Back and make the necessary changes When you are satisfied that the details are correct click Next to start copying the files 14 The Setup Status menu is displayed This shows you the progress of the file installation For a client only installation the software installation process is now completed 15 The InstallShield Wizard Complete menu is displayed 16 Depending on the operating system and the components installed you may be prompted to restart the computer If so select Yes want to restart my computer now 17 Click Finish 18 If necessary the computer will restart and you will need to log in to continue the installation process If otherwise the installation process continues without restarting 19 The installation process continues by requesting a number of configuration settings used by the voicemail server services 1 The IP Office Voicemail Pro Email Settings window is displayed This is used to enter the account that the voicemail pro server should use for email functions Enter the name of the email account to use or click Browse and select an account to use Click Next 2 The IP Office Voicemail Pro SMTP Email Settings window opens 3 1n the
467. reated to match existing user Name s If a user Name is changed Voicemail Pro will create a new mailbox to match the new Name Therefore care must be taken to ensure that Name field entries are as accurate as possible when first setting up users Using the Full Name field for Dial by Name is recommended as the Full Name entry can be changed without affecting the existing mailbox entries 2 User Name Recordings Each mailbox to be included by the Dial by Name action needs to have had a user name recorded This can be done in two ways Intuity Mailbox Mode By default when the user first enters their mailbox they will be asked to set their voicemail code password and then to record their name IP Office Mailbox Mode In this mode you need to set up a call flow that allows users to record their name In this document we have included an example module that can 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 376 Voicemail Pro Installation and Maintenance Page 374 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Examples Dial by Name 7 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 Start Port
468. reater 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 157 5 Click OK 3 21 About For Voicemail Pro 4 2 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 Voicemail Pro Installation and Maintenance Page 166 IP Office Release 6 15 601063 Issue 22e 16 May 2010 1 Iin the menu bar select Help and then About About oicemail Pro Client Using the Voicemail Pro Client About IP Office Voicemail Pro Client Version 6 0 1 IP Office ard Party Database IMS TTS Generic TTSj vapa S cansott UMS IMAP Server Web Services VB Scripting 192 168 42 1 none Licensed Licensed 40 Forts 40 Ports 40 Seats Started Started Licensed Licensed Licensed 2 The menu displays information from the voicemail 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 Voicemail Pro Installation and Maintenance IP Office Release 6 Page 167 15 601063 Issue 22e 16 May 2010 Voicemail Pro Installation and Maintenance Page 168 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Chapter 4 Voicemail Pro Actions Voicemail Pro Installation and Maintenance Page 169 IP Office Release 6 15 601063 Issue 22e
469. 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 needs to have the user variable Reception assigned with the value Open Modules gt ReceptonUpen Start Pore Set Usei Variable oe ed e Create a start point called ReceptionClosed and connect it to a Set User Variable action The Set User Variable action needs to have the user variable Reception assigned with the value Closed Modules gt HeceptionClosed Start Point aay Set Lser variable 3 Create the matching short codes on the telephone system 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 or to a mailbox Modules gt OpenHours A Out of Hours Voicemail Pro Installation and Maintenance Page 141 IP Office Release 6 15 601063 Issue 22e 16 May 2010 3 11 4 Distributed Voicemails This screen displays information about the other voicemail servers when distributed voicemail 56 is being used in an IP Office Small Community Network W Voicemail Pro Client Intuity Centralized Local File Edit Administration Help dy Ba
470. registration Then do something end if End Sub 7 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 7 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 7 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 store within this register e digid Long Default 0 The connection for the voicemail session Return Value This method does not return a value Voicemail Pro Installation and Maintenance Page 362 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicema
471. riable is available on DDI calls passed from the IP Office to the Voicemail Pro e Variable Routing replaces the CLI Routing Action 217 The existing CLI Routing action has been replaced by the Variable Routing 217 action This action allows the call routing to be based on matching specified values to call variables such as CLI and DDI The numbers to which matching is performed can include wildcards such as for a single digits and for any digits Voicemail Pro Installation and Maintenance Page 402 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Appendix What Was New in 4 1 8 4 What Was New in 4 0 In conjunction with IP Office 4 0 Voicemail Pro 4 0 supports the following new features e Upgrade 35 You can now upgrade without having to remove previous 3 2 versions of the software e Outcalling 312_ When a new voice message is left in a user s mailbox notification can be automatically sent to a selected external number Notification can be sent for all new messages or only messages marked as priority If there is no response to the first notification there is an escalation capability A user can configure their outcalling settings using their telephone handset Details on how to configure outcalling for individuals can be found in the Intuity Mailbox guide e Personal amp Hunt Group Announcements 295_ Personal announcements can be recorded A caller will hear the user s personal announcement before being transferred to vo
472. rite See SavedResult Property 34 e LOC 346 read write See Locale Property 346 The following properties are specific to queued and still queued call flows only e QPOS 348 read only See PositionlnQueue Property 348 e QTIM 345 read only See EstimatedAnswer Property 345 The following properties are related to the messages within the mailbox e NewMsgs Property 347 Returns the count of new messages within the session s mailbox e OldMsgs Property 347 Returns the count of old messages within the session s mailbox e SavedMsgs Property 34 Returns the count of saved messages within the session s mailbox e LastAccessedMsg Property 346 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 0 4 then the value 01707 will be returned as they are the first five numbers Voicemail Pro Installation and Maintenance Page 344 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Examples Using VB Script 7 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 vmprov
473. rmat If HTML messages are received all of the code will be read out as a message 1 Within the IP Office configuration display the settings for the user 2 On the User tab set the user s Profile to either Mobile User or Power User Menu Programming Mobility Phone Manager Options Hunk Group Membership Announcements Personal Directory User voicemail ONE ShortCodes Source Numbers Telephony Forwarding Dial In Voice Recording Button Programming Mame Extn201 Password Confirm Password Full Name jalbert Extension 201 Locale bd Priority 5 Profile Mobile User a Receptionist 3 On the Voicemail tab Menu Programming Mobility Phone Manager Options Hunt Group Membership nnouncements Personal Directory User Voicemail DNC ShortCades Source Mumbers Telephony Forwarding Dial In Voice Recording Button Programming Voicemail Code Be I Voicemail On Confirm Voicemail Code free Voicemail Help Voicemail Email testmexample com P voicemail Ringback UMS Web Services e Voicemail Email Enter the user s email address e Voicemail Email Reading Enable this option for TTS email reading Voicemail Pro Installation and Maintenance Page 86 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro Text to Speech TTS Installation 2 8 IP Office Configuration The default IP Office configuration settings allow almost immediate voicemail operation as
474. ro Installation and Maintenance IP Office Release 6 Page 130 15 601063 Issue 22e 16 May 2010 Using the Voicemail Pro Client Using the Navigation and Details Panes 3 11 1 1 Account Right clicking on a user mailbox and selecting View Mailbox Details displays a menu with a number of tabs These can be used to view and if necessary edit some of the user s mailbox settings Account This tab display basic mailbox user settings ojx Account Personal Distribution Lists Qutcalling Mame Extn201 Full Hame Extension 201 MW Enabled Destination Number oa Cancel Help 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 322 if configured for the user Each number specified can then be used as a target for outcalling calls or in a 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 Voicemail Pro Installation and Maintenance Page 131 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Personal Distributions Lists Intuity mode mailbox users can user personal distribution lists as the destination for voicemail messages they are sending or forwarding to othe
475. ro requires Microsoft NET 2 0 Framework If this version is not detected you are prompted to install it Click Yes to install Microsoft NET 2 0 Framework and follow the instructions on the screen If the Modify repair or remove the program window appears you need to follow the upgrade process 34 In the Welcome window click Next The Customer Information window opens In the Customer Information window type a user name and the company name or use the default names that are proposed These settings do not affect Voicemail Pro when it is installed In the same window choose the option that determines who should be able to use Voicemail Pro when it has been installed The recommended option is Anyone who uses this computer all users In the Customer Information window click Next The Choose Destination Location window opens In the Choose Destination Location window click Browse and locate the folder where the Voicemail Pro files are to be installed Otherwise click Next to use the proposed folder The Messaging Components window opens so that you can choose the components that you want to install In the Messaging Components window highlight ACM Gateway Click Next The Service Account Name window opens Details of the default administrator account may already be filled in In the Service Account Name window type the User Name and Password for the user account under which the Voicemail Pro service should log on and run This should
476. ro software needs to be installed using an account with full administrator rights on the PC The service subsequently runs under that account We recommend that a specific account is created for this purpose and set so that its password does not expire Voicemail Pro Installation and Maintenance Page 18 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro General Installation Requirements 2 1 1 PC Specification The PC specifications given below are the minimum required To avoid having to replace the server when upgrading we recommend that at least a Pentium 4 2 8GHz or higher is used wherever possible This application requires various licenses entered into the IP Office configuration to control the features it offers and the number of simultaneous connections 16 up to 40 on IP Office 5 0 IP500 control units The operation of Voicemail Pro can be customized to provide special services The Voicemail Pro software can be installed as separate Voicemail Pro client and server parts This allows the remote administration of the Voicemail Pro server from a PC with just the Voicemail Pro client installed A copy of the client is automatically installed locally with the Voicemail Pro server Source IP Office 6 0 Applications DVD 700480569 iP500 X IP Office Standard Edition J 1P Office Professional Edition SCS S S 1 For pre IP Office 5 0 IP500 systems an IP500 Upgrade Standard to Professional
477. rompt For example if prompts Greetingl wav Greeting2 wav etc are recorded an action set to play Greeting KEY wav would play the greeting prompt that matched the current value of KEY Properties for Generic 7 x General Entry Prompts Specific Reporting Results M Allow prompts to be interrupted by Tones e oF Add Prompt Clicking 4F or double clicking an existing listed prompt starts the Wave Editor 179 This tool allows you to record and play prompts through the Voicemail Pro server PC or through an extension on the IP Office system The dialogue that appears allows the selection of an existing prompt or the ability to specify a new file name and then record the new prompt e tf Edit Prompt Edit the details of the currently highlighted prompt using the Wave Editor 179 X Delete Prompt Delete the currently highlighted prompt from the play list Note that the actual prompt file is not deleted from the server Move Prompt Move the position of the currently highlighted prompt in the play list e Allow prompts to be interrupted by Tones Allow the caller to press tone keys to make selections during the playing of the actions entry prompts Voicemail Pro Installation and Maintenance Page 177 IP Office Release 6 15 601063 Issue 22e 16 May 2010 The Edit Play List 21 action can be used in call flows to record a specified prompt This allows the creation of call flow options where the voicemail user can reco
478. roperty 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 Voicemail Pro Installation and Maintenance Page 346 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Examples Using VB Script 7 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 equivalent 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 voice mailbox for example e String Voice Name 7 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
479. rrent value of KEY is stored as variable CP4 Voicemail Pro Installation and Maintenance Page 195 IP Office Release 6 15 601063 Issue 22e 16 May 2010 4 4 1 10 String Manipulation This Generic action option allows a call variable to be edited 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 values 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 185 option Properties for Generic General Entry Prompts Specific Reporting Results Select Generic command Select Generic command String Manipuation select Variable SKEY Select YVarnable For Result ESAV Select Operation Lowercase e Select Generic command String Manipulation e Select Variable Enter the call variable on which the action should perform an operation e Select Variable For Result Enter the call variable 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 and From Position Index may be displayed Operation Description Example Free Format Command CPO CP1 From Position
480. rver PC and be useable by the account under which the Voicemail Pro service is running e If SMTP is selected the SMTP email account settings 112 must be entered 5 Click OK 6 Click ig Save and Make Live Voicemail Pro Installation and Maintenance Page 76 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro Voicemail Email 2 6 2 2 8 Changing SMTP Email Account Settings To change SMTP Email Account Settings 1 Open the Windows Control Panel 2 Select E IP Office Voicemail Pro 3 Select the SMTP Email Settings tab System Settings Path Settings Email Settings 2MTP Email Settings SMTP Server Mail Server vmprol example com Port Number 25 Hail Drop E Mnetpubimailroot Drop E Server requires authentication Account Hame Password Use Challenge Response Authentication CRAM MDS 4 Enter the settings to match the customer s email server and the email account configured on that server for the Voicemail Pro service 5 Click the Email Settings tab System Settings Path Settings Email settings SMTP Ernail Settings Account Details server Browse Message Parameters The following settings are used to control whether the Vorcernail message is sent as a wave file within the emall message Attach wave file to message f Embed wave file in message 6 Enter the email address for the account setup on the customer s email server for the Voicemail Pro se
481. rvice 7 Click Check to test the connection to the specified email account 8 Click OK Voicemail Pro Installation and Maintenance Page 77 IP Office Release 6 15 601063 Issue 22e 16 May 2010 2 6 3 Voicemail Email Operation 2 6 3 1 User and Group Configuration The email address for each user and hunt group is set through the IP Office configuration Menu Programming Mobility Phone Manager Options Hunt Group Membership Announcements Personal Directory User Voicemail OND ShortCodes Source Numbers Telephony Forwarding Dial In Voice Recording Button Programming Voicemail Email Reading OFF Copy AET alert UMS Web Services DTMF Breakout Reception Breakout DTMF 0 System Default 3 Breakout DTMF 2 System Default t Breakout DTMF 3 System Default i Voicemail Or Voicemail Email OFF Copy Forward Alert Broadcast UMS Web Services e Voicemail Email Default Blank No voicemail email features This field is used to set the user or group email address used by the voicemail server for voicemail email operation When an address is entered the additional Voicemail Email control below are selectable to configure the type of voicemail email service that should be provided e Use of voicemail email requires the voicemail pro server to have been configured to use either a local MAPI email client or an SMTP email server account See Voicemail Email Installation 64
482. rvice has halted Voicemail Pro Installation and Maintenance IP Office Release 6 Page 32 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro Server Client Installation Using a Batch File to Start Services In some instances certain computers might not respond quickly enough in order to start all of the Avaya services in the correct order In this circumstance it can be advisable to create a batch file which will delay the start of these services until the PC is fully running Avaya IP Office Services can be started successfully at system start up using a scheduled task that initiates the batch file below This batch file ensures that the services will start successfully and in the proper order 1 Set all Avaya services listed below to Manual start Do not include Key Server 2 Create the batch file below and save it to SYSTEMROOT Only include lines for the services which are installed echo off rem Wait 60 seconds before execute timeout t 60 net start Voicemail Pro Service 3 Create a scheduled task to start the batch file at system start up Voicemail Pro Installation and Maintenance Page 33 IP Office Release 6 15 601063 Issue 22e 16 May 2010 2 3 Upgrading Voicemail Pro This section describes how to upgrade Voicemail Pro The options available are e Upgrading from Voicemail Lite 36 e Upgrading from below Voicemail Pro 3 2 34 e Upgrade from 3 2 or higher 35 2 3 1 Upgrade from below version 3 2
483. rwise SMTP Configuration 1 Install and Enable 11S All the voicemail servers central distributed and backup require IIS to be installed and enabled on the server before installation of the Voicemail Pro server software 1 Start the Internet Information Services manager 2 Right click on the Default SMTP Virtual Server and select Properties 3 Select the Messages tab Deselect the Limit Message Size and Limit number of messages per connection options 2 Configure Each Voicemail Pro Server for SMTP Email via IIS Following installation of the Voicemail Pro server software its should be configured for SMTP email operation as follows a By default the Voicemail Pro server installs defaulted to SMTP email operation However this should be checked e Start the Voicemail Pro Client Click H Preferences and select General e Click the MAPI tab General Directories MAFI Housekeeping SNMF Alara Dutcalling Map Profile peti oooO Mapi Password Use Email Protoca C SMTP E MAPI b Open the Windows Control Panel and select I P Office Voicemail Pro Click the SMTP Email Settings tab System Settings Path Settings Email Settings SMTP Email Settings SMTP Server Mail Server lymprot example com Port Number 25 Mail Drop C Mnetpub mailroot D rop r Server requires authentication Account Hame Password Use Challenge Response Authentication CRAM MDS Voicemail Pro Instal
484. s It also allows preset alarms to be configured including regular repeating alarms Voicemail Pro 6 0 allows the length of the alarm call ringing to be adjusted and the alarm call to be repeated if not responded to The number of repeats can be adjusted Previously the alarms was cleared when it was answered For Voicemail Pro 6 0 a dialing digit can be required to clear the alarm e Alarm calls that have been setup can be viewed in the Voicemail Pro client 137 They can then be edited or deleted 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 i Miscellaneous Actions icon and select E Alarm Set 2 The General 176 Entry Prompts 177 Reporting 18 and Results 183 tabs are standard tabs available to all actions 3 In the Specific tab complete the fields with relevant details Properties for Alarm Set General Enty Prompts Specific Reporting Results Ring alarm on Callers Extension Other Extension Ring alarm at Ask Caller Please note Time will be in a 24 hour format Specific Time hh mm Frequency Is ingle Day Monday File Display Tert Secs Aing Time E v Ming Interval Retries CancelCode Cancel e Ring alarm on Default Caller s Extension These options set the target for the alarm when set e
485. s 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 2010 Avaya Inc All rights reserved Voicemail Pro Installation and Maintenance Page 454 IP Office Release 6 15 601063 Issue 22e 16 May 2010
486. s follows Your outcalling time profile is currently configured as follows Your outcalling time profile is not configured You are specifying the time for outcalling time profile To leave the current time profile Please enter the time The time should be entered as follows hour hour minute minute where the hours are given in 24 hour format For example 5 past 1 in the afternoon would be entered as 1305 G0366 G0367 G0400 G0401 G0402 You are configuring outcalling time profile The end time should be greater than the start time You are modifying your personal settings You are modifying your callback options You are modifying your do not disturb options dadaunan daantaon Voicemail Pro Installation and Maintenance Page 416 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Appendix Prompts WAV File Intuity Prompt G0403 G0404 G0405 G0406 G0410 G0411 G0412 G0413 G0414 G0415 G0416 G0417 G0418 G0419 G0421 G0422 G0423 G0424 G0425 G0426 G0427 G0428 G0429 G0430 G0450 G0451 G0452 G0453 G0460 G0461 G0462 G0463 G0501 G0502 G0503 G0504 G0505 G0551 G0552 G0553 G0554 G0555 G0680 G0681 G0682 G0683 You are modifying your email mode options You are modifying your follow me forward options You are modifying your mobile twinning options You are modifying your voicemail transfer options To modify your personal settings To modify y
487. s for Generic General Entry Prompts Specific Reporting Results Timeout seconds UE e Select Generic command Set Interdigit Delay e Timeout Seconds Enter the call variable on which the action should perform Voicemail Pro Installation and Maintenance Page 197 IP Office Release 6 15 601063 Issue 22e 16 May 2010 4 4 2 Speak Text r The Speak Text action allows any text to be spoken to the caller To be able to use the Speak Text action you require TTS Text to Speech to be installed and licensed 81 For examples of the action in a call flow see e Entering Details in to the Database 372 e Returning Data from the Database 370 Settings 1 Click the HE Basic Actions icon and select E Speak Text 2 The General 176 Entry Prompts 177 Reporting 182 and Results 183 tabs are standard tabs available to all actions 3 Select the Specific tab Please enter the text you wish to speak Text to speak SDD pounds e e Text to speak Enter the text to be spoken in the Text to speak field this can include e Typed text sentences e Voicemail Pro Call Variables 157 For example e Entering KEY would be replaced when spoken by the last digits dialed within the call flow by the caller e If using database interaction entering DBD x would be replaced by the current value of that database field e Entering CLI would speak the caller s CLI if available back to them e SAPI 5
488. s for the recordings are different separate recordings occur with the durations are indicated above e If the destinations for the recordings are the same a single recording is made using either the incoming call route hunt group or user duration in that order or priority e Multiple recordings of the same call use multiple voicemail channels e Time profiles can be used to control when automatic call recording is used e For inbound calls recording will not take place if the call goes to normal voicemail e Different frequency settings set in percentage terms can be applied to the automatic recording of inbound and outbound calls e A mandatory setting can be used to return a busy tone when call recording is triggered but no voicemail ports are available e Where calls have been answered using a Line appearance button the call recording goes to the mailbox setting of the original call route destination Voicemail Pro Installation and Maintenance Page 289 IP Office Release 6 15 601063 Issue 22e 16 May 2010 5 4 5 1 Setting Automatic Recording Options Automatic recording can be configured for e Calls received and or made by a user 290 e Calls on a specific incoming call route 292 e Calls to a specific hunt group 29 e Outgoing calls associated with a specific account code 29 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 Man
489. s through a Web browser e Anyone who wants to use the web campaigns must have Microsoft Internet Explorer 5 0 or higher not Netscape Their PC must also have multimedia sound capabilities The Web campaign user must also have a voicemail mailbox The name of their mailbox is requested when the user browses the campaign messages e During installation of the Campaign Web Component the root address of the web server is requested A folder called campaign is then added to that root The web address for browsing will normally be set up as a link from a page within a company intranet rather than typed directly by users e Access must be via http and not network file routing To view open the Campaign Web Campaign 1 Open your internet browser 2 Type the address http lt server address gt campaign campcgi html The log in nee opens p oeii sos E Campaign Web Interface Microsoft Internet Explorer oe E ee a m x Voicemail Pro Web Campaign User Name gt D Yersion 4 0 4 Continue ait i Change Language Continue Sound Prefs Continue ie Tn PN 3 Optional To change the language click the language Continue button A menu containing the countries flag is shown If you place your mouse cursor over a flag the language that it represents in indicated Click the required flag to change the language 4 Optional To change the sound preferences click the Sound Prefs Continue button Select the playback type o
490. s 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 e Using a Play Configuration Menu Action 31 e Example Call Flow for Mobile Twinning 306 e Routing Calls to Voicemail Example Call Flow 265 gt e Changing the Language of System Prompts 305 e Changing the Language Setting for a TTY Device 299 Settings cei ame 1 Click the Basic Actions icon and select Gam Menu 2 The General 176 Entry Prompts 177 Reporting 182 and Results 183 tabs are standard tabs available to all actions 3 For Menu actions the Specific tab is replaced with the Touch Tones tab Properties for Menu General Entry Prompts Touch Tones Reporting Results ap OX oo co gt oo ee wh e P P d d d ad LI LI LI P d P f Invalid Input Handling No of Retries e 0 9 Use the dialing digits check boxes to indicate the DTMF tones for which connections are required e P Add The F icon allows you to add custom sequences of dialing digits In addition to the standard dialing digits 0 to 9 the following special digits can be used If a sequence is added ensure that the associated box is checked before you select OK The sequence must be unique For example if 5 is selected no other sequence that begins with 5 can be
491. s to keep you informed while the installation takes place When the installation is complete you are prompted to restart the computer Choose Yes I want to restart my computer now Click Finish to restart now When the computer restarts log back in The IP Office Voicemail Pro ACM Gateway Settings window opens In the Mail Server box type the name of the mail server to use Choose Message Networking lnterchange to use Interchange or Modular Messaging to use Modular Messaging 1 Click Next The IP Office Voicemail Pro SMTP Email Settings window opens e Inthe Mail Server box type the name of the SMTP mail server This should be the fully qualified domain name e Inthe Port Number box type the number of the receiving port on the SMTP mail server The default is 25 e Inthe Mail Drop box type the name of the destination folder for outgoing emails on the SMTP Server Alternatively click the Browse button and select the folder to use e To enforce server authentication check the Server Requires Authentication box This is optional If you check this option you also need to provide the Account Name and Password that need to be entered You can also choose whether or not to set the Use Challenge Response Authentication option Click Finish An attempt is made to validate the email settings If everything has been installed correctly and the license requirements are met you are prompted to start the Voicemail service If the attempt to co
492. sabling 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 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 P Office users can change their Voicemail On settings themselves by dialing short codes 18 for on 19 for off or through IP Office Phone Manager e Intuity Accept Call Answer If the voicemail 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 here 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 L
493. sages button 267 use 93 Messages per page 336 Messages Through 385 messages recordings 99 messages 359 MessageTime 357 MessageTime Method 357 Microsoft NET Framework 18 Microsoft 3rd 82 Microsoft Access 251 366 Microsoft Access Database 251 366 uses 366 Microsoft IIS Web Server 25 Microsoft Internet Explorer 385 Microsoft Internet Explorer 5 0 385 Microsoft Sam 81 82 Microsoft SAPI 81 83 Microsoft Speech SDK 81 Microsoft Speech SDK 5 1 Page 443 15 601063 Issue 22e 16 May 2010 Microsoft Speech SDK 5 1 use 81 Microsoft TTS 81 82 Microsoft WAVE file 404 418 Microsoft Windows part 81 Mike 81 82 mins 99 MINUTE 357 minutes 359 Miscellaneous Actions icon 234 235 236 238 239 240 242 342 Mobile 90 270 309 312 404 Example Call Flow 306 turn 305 Mobile Twinning 305 extension 203 306 mobile twinning feature 404 Mobile Twinning No 306 mobile twinning number 305 306 Mobile Twinning on 306 mobile twinning options 404 modify existing campaigns 379 Module Return 171 172 303 add 203 result 203 use 159 Module Return Action 159 171 172 203 Module Start Points 264 265 Modules Navigation 121 159 Modules Navigation Pane 121 159 Move Prompt 177 MS CRM 221 matching 229 MS CRM Call Data Tagging 229 MSCRM ACT 229 msec 83 MSGN 359 MSGO 359 msgs 272 359 msgtype 353 362 msgtype As String 353 362 MSRM ACT 229 Multiple Language TTS Support 81 Music 229 276 296 Music on Hold 229 276 296 MWI
494. saging VPNM Voicemail Pro Installation and Maintenance Page 435 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Index A Access Voicemail 263 Using Short Codes 262 access works mailbox 99 Account Code 157 229 289 290 294 account code matching 229 Account Details 111 Action Data 285 383 action following 231 action replaces 217 238 actions having 170 actions including 81 actions share 170 action specific 348 active during 285 Add Administrator window 126 add pauses 310 Add Prompt 177 Add Start Point 143 Add Touch Tone Sequence window 200 Add Remove 34 36 Add Remove Programs 36 Add Remove Programs window 36 AddRef 116 addressing press 404 administering Outlook 418 Administrative Tools 115 Administrator Client 126 Advanced Tab 250 Advice Call Recording 283 Call Recording Message 283 enable 283 Mailbox Users Owners Using 298 playing 282 Agent Mode 285 Alarm Set 172 add 236 Alarm Set Action 172 236 Alarm Threshold 104 Alarm Threshold Level 104 Alarm Threshold Unit Choose 104 Alert email 418 allow tracing MAPI 116 Allows Visual Basic 172 Alphanumeric 172 306 add 231 Alphanumeric Action 172 231 Alphanumeric Collection 231 306 AM 404 418 Analog Extension Number Configuring 394 Analogue 283 View 394 and or 226 Annotation 182 Announcements On 276 296 Assisted Transfer 152 171 172 add 229 result 265 Voicemail Pro Installation and Maintenance IP Office Release 6 Index Telephony Actions 3
495. saved but not yet made live 4 If you are ready to make your changes live click Save amp make Live Voicemail Pro Installation and Maintenance Page 124 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Using the Voicemail Pro Client Closing Down 3 8 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 machine you can switch between online and offline mode without having to log out To switch between online and offline mode 1 From the File menu select Select Mode C Offline mPro server is not available coc __ 2 Select Offline to work offline or Online to connect to the server and work online If you select Online the normal login process 120 continues Voicemail Pro Installation and Maintenance Page 125 IP Office Release 6 15 601063 Issue 22e 16 May 2010 3 9 Administrator Accounts When the Voicemail Pro client is used on the same PC as the voicemail pro server it connects automatically to that locale server No specific Voicemail Pro client user account is used You can also use the Voicemail Pro Client remotely from another PC However in order for it to connect remotely to the Voicemail Pro server you will need to log in using the name and password of a Voicemail Pro client user account By default the Voicemail Pro server does not
496. scseeseueesseeenseeenseeseneess 204 AoT OE Maln tune bates 205 4 5 2 Leave Mall cpesacewicc iin ice ec aeeatie a eereeennae ine 207 AS AISTON ix enaviincsvonsanteladutidcvngesuvnbinceedtelved arteulatadnemateles 208 A 5 4 Voice QUESTO atian a 209 455P Campaloniket c caw eae Reese 210 4 6 Configuration ACtiIOnS ciice cceeetaiecieel eee salieckewcnd Se 211 46 CLE Play US tinsa 211 4 6 2 Record NAme cccsccsssscssecensetsnseesesseseuseneuss 212 4 6 3 Personal Options MeNnu ccccccssseseeeeeeeeeees 213 4 6 4 Select System Prompt Language 066 215 4 7 Telephony AGIONS senusien 216 4 7 1 Variable ROUtING ccssesceeeecsssseeeeeeeeeeeeeeeess 217 4 7 2 Route Incoming Call cccccccssssssssssseeeeeeees 219 4 7 3 Route by Call StatuS ccccccccssseseeeeeeeeees 220 A A ans E ia a E A 221 AT 2 WAISOET yea ee es ee ee 223 AF 6 GCall 1 Slvdeaseteraticontanaiescatsseicnedeoteinsantiaantanwtraniis 225 Alf DIAN DY NAIM Cccrstads sie eos ons agit eo ereeesat esrb 226 4 7 8 Conferencing Center ccccccccccssssesseeeeeeeees 228 4 7 9 Assisted THANSIEL 2 sedcceenccwstereieteaneveskteresecaceesaes 229 4 7 10 AlDNANUMETIC cccceeeeeeceeeeeeeeseeseeeeeeeeeeeens 231 4 8 Miscellaneous ACtIONS cccccsececeeeeeeeecseeeeeeeeneees 233 PIE Sig Be 1 f Ree en ene eee ee 234 4 8 2 Open DOOM ccccecccecccceessseeeeeeceeesseceeseseeeeeeees 235 ASS AII
497. sented by the icon followed by the condition name When a condition has been created elements can be added and altered A condition can consist of multiple elements including several elements of the same type In the example there are conditions added complete with elements Condition Editor Voicemail Pro Installation and Maintenance Page 161 IP Office Release 6 15 601063 Issue 22e 16 May 2010 To add elements to a condition 1 Click the me Element List icon in the toolbar 2 Click the type of element required a Calendar See Calendar 165 Week Planner See Week Planner 164 e i Compare See Compare 166 2 Condition See Condition 165 3 Click O 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 ie 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 H Logic icon in the toolbar 2 Select the required logic e x OR e x AND e x NOT 3 I1n 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 ie Edit icon in the toolbar The Re
498. set by the actions No answer timeout setting Reject 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 Voicemail Pro Installation and Maintenance Page 224 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Telephony Actions 4 7 6 Call List Fal 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 Telephony Actions icon and select Fa Call List 2 The General 176 Entry Prompts 177 Reporting 18 and Results 183 tabs are standard tabs available to all actions 3 Select the Specific tab Complete the fields with relevant details Transter with call lis Transfer to group OO O O Oooo M Prompt user with a list of group members Source of transter displayed on phone Description displayed on phone Ho answer timeout 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 server will list the group members fo
499. sing the central voicemail server Distributed VYolcemall Server Centralized ZB VYolcemall Server SMTP Server Central N IP Office e IP Office Mes Centralized Distribute d VYolcemaill Server Centralized ZB VYolce mall Server SM TF Server IP Office B Distributed Central IP Office TEN koien al Ara Distributed g VYolcemall Server SMITE Centralized Yoicemail server SMTP Server Central N IP Office IP Office e Distributed Voicemail Pro Installation and Maintenance IP Office Release 6 Centralized Voicemail with Additional Distributed Voicemail Servers In this scenario an additional voicemail sever has been added to the Small Community Network One of the IP Office is configured to use that server for its voicemail services e Other IP Offices continue to use centralized voicemail as normal e An IP Office that is using a distributed voicemail server cannot also be used as the fallback IP Office 54 for the central voicemail server e The synchronization is done using IIS SMTP email between the servers Multiple Distributed Servers Additional distributed voicemail servers can be added as required by the individual IP Office sites in the Small Community Network Sharing Distributed Voicemail Servers The same distributed voicemail server can be shared by several IP Offices The services it provided to each will depend on
500. soft Exchange Server 2007 and click Change l Control Panel Programs and Features Control Panel Programs and Features File Edit View Tools Help Tasks Uninstall or change a program View installed updates aye i p To uninstall a program select it from the list and then click Uninstall Change or Repair Get new programs online at Windows Marketplace F Organize Ja Views Uninstall Change K2 i Turn Windows features on or off Name Publish Change the installation of this program F Size Install a program fom the F Adobe Flash Player 10 ActiveX Adobe Systems Incorporated 09 06 2009 network eae Java TM 6 Update 12 Sun Microsystems Inc 21 04 2009 97 0 MB McAfee VirusScan Enterprise McAfee Inc 12 05 2009 22 2 MB Microsoft NET Framework 3 5 5P1 09 06 2009 32 4 MB Microsoft Corporation gt Microsoft Exchange Server 2007 Microsoft Corporation 29 01 2009 9 28 GB ica Microsoft Full Text Indexing Engine for Exchange Microsoft Corporation 29 01 2009 43 4 MB oe Microsoft Office Ultimate 2007 Microsoft Corporation 10 02 2009 623 MB 3 The wizard for changing Exchange Server setup is started Click Next Se Exchange Server 2007 SP1 Setup p Exchange Maintenance Mode Select the Exchange server roles you want to install on this computer Dl Server Role Selection aM Mailbox Role Description T The Unified Messaging Role provides L Readiness Checks conne
501. spoken during a call flow For examples of the action being used in a call flow see Changing the Language of System Prompts 303 and Changing the Language Setting for a TTY Device 290 For details of supported languages see Supported Languages 15 Not all languages are installed by default If the selected language is not available the voicemail server will use the next nearest language Settings pes n 1 Click the Configuration Actions icon and select f Select System Prompt Language 2 The General 176 Entry Prompts 177 Reporting 182 and Results 183 tabs are standard tabs available to all actions 3 1n 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 General Entry Prompts Specie Reporting Results Which language should the system prompts be played in Possible System Prompts Installed on server a Chines No English Yez Englith United States es Finnish No Finnish Sweden Meo French No French Canada No Germar No Greek Ho Hungarian No Italiar Ho Japanese No korean Ho bd 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 c
502. sseeeeeeeees 379 7 4 2 Accessing Campaign ReSullts 0 ccccceee 383 7 5 Fax Server Configuration ccccccccssesssssseseeeeeeeeees 388 7 5 1 Fax Server Configuration cccccccccsssseseeeeeeeees 389 7 5 2 Setting the VoiceMail Pro System Fax NUMO aod seccoaisenericttnese doiacens cout a aasedeadiodeoaeaasacnecies 390 7 5 3 Setting up Fax Forwarding cccccccccsssssseeeeeeeees 392 7 5 4 Setting Up a User Defined Fax Numberv 392 7 5 5 Routing Fax Calls Using a Menu Action 393 7 5 6 Configuring an Analog Extension Number for FIXUS Ca has sects esters E e E tse 394 7 5 7 Castelle Fax S rvel ccccccccccessessssssseeeeeeeeees 395 8 Appendix 8 1 What Was New in 5 0 c cccccccsseeeeeceeeeeeseeeeesseaeeees 398 8 2 What Was NeW in 4 2 cccscccccccsseeeeeceeeeessseeeesaaeees 401 8 3 What Was NeW in 4 1 cccccccccsseeeeeseeeeeeeeeseeeeaaseees 402 8 4 What Was New in 4 0 cccccccccsseeeeeceeeeeeeseeeeeseaeees 403 OUND bar cay saree gat locke tacina tas depeoscen a eat 404 8 5 1 US English Intuity Prompts cceceeeeceeeeees 404 8 5 2 English Non Intuity Prompts cccsseeeeeee 418 8 6 Installing VoiceMail Pro as an ACM Gateway 424 8 7 Installing Networked Messaging VPNM 0 426 8 7 1 Requirements for VPNM cccccsseeeeeeseeeeeees 427 8 7 2 Installing VoiceMail Pro with VPNM Support 428 8 7 3
503. sseseeeeeseeeeeaes 320 5 12 2 Clearing a MaillOOX cccccccssseeeeeeeeeeeeeeeeeees 321 5 12 3 Outcalling SettingS cccccecsssssssseeeeeeeeeees 322 5 12 4 Personal Distribution Lists cccceeeeeeeee 324 6 Mailbox Access Controls 6 1 General COM OlSxnxche acess e ee eee 329 6 2 MURY MOOG eusan a a E 330 6 3 IP Office MOUG sac wieicsssavesarcdedeandensindandxtssewanadsauteeiiesacys 331 6 4 Phone Manager ce eripniiees ieaie 332 6 5 VISUAI VOICE ieia n a a 334 6 6 UMS Web Voicemail ccccccccecccceeesceeeeeeeeseeeeeeeeens 336 6 7 UMS IMAP eira E AE 339 6 8 UMS Exchange 2007 c sssccceceeeceeeeeessseeeeeeeeeeees 340 7 Voicemail Pro Examples FACUSING VB SCHIP xc c2isascssciettade cusledenRacennes sacessaneldetans 342 7 1 1 VBScript Properties c csceeeeeeeeeeeeeeeees 344 7 1 2 VBScript Methods 0 sceeeeeeeeeeeeeeeeeeeeeees 350 Page 4 15 601063 Issue 22e 16 May 2010 7 2 Database COnne ction cccccecccceeeeeeeseseessseeeeeeeeees 365 7 2 1 Example Database Scenario 366 Fo Wialiby NaM Oshi ee ce cei eta 374 7 3 1 Example Call FIOW sarn 375 7 3 2 Adding a Record Name Module 00 376 7 3 3 Using the Name Tablle ccccceseeeeeeeeeeeeeeees 377 7 3 4 Changing Full Names 00 0 eee 377 TA g 6216 g oy eee eens One are ee ee a te oe eee ee 378 7 4 1 Managing Campaigns cccccccccssssss
504. ssing 3 to skip to the next category press Broadcast and login message services are not available 00 Ul O 852 To rewind to the current entry press 2 to rewind to previous entry press 2 as many times as necessary 868 Mailbox id must be less than or equal to less than 16 digits If the extension entered belongs to a casual subscriber you will be prompted for a mailbox id hort silence O O 0 O oO oOo N U1 O seconds of silence WO m UJ If finished press No options menu available WO m UI To send message press or enter an option to hear a list of options press 0 Seconds 5 Cc ct 0 Wn eep New messages Old messages Unopened messages OO OO O lO lO O WwW WINN NIN N amp Op O o OA MUM A Aw Partial entry deleted WO UJ N Sorry you are having difficulty please get help and try again later Ordinal numbers 1st to 31st To send press 38 968 Ce N N WO O N m To reach the covering extension press Zero Voicemail Pro Installation and Maintenance Page 410 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Appendix Prompts WAV File 2z Z Ee JDE AA I 3o m v gt o Ee oh e 5 EE J9 Z D Tlo O D D Cp D gt D 5 a c 5 o my 5 i O Cp Cp gt lt Enter last name of the person To record and send voicemail messages press 1 To scan incoming messag
505. st 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 Q press 7 for z press 9 To lookup by extension instead press 2 NTN N CO N OU N 00 00 If you wish to specify a non IP Office subscriber first change to extension addressing by pressing A 291 __ To transfer to another extension press T To transfer to another extension press T Louder press 4 softer press 7 faster press 9 slower press 8 N WO N To add entries press 1 N Ce Ul To renter list press 5 To specify owner by name press 2 You are at the activity menu You are changing your password gt January February March 13 April W WwW WwW W W W W N e el eae ODODO O QO N FF Olo Us rF O 0O UJ Voicemail Pro Installation and Maintenance Page 406 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Appendix Prompts WAV File Intuity Prompt H May June July August September 22 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 25 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 l
506. stem Events SMTP SMDR Twinning vcm CCR Voicemail Type Distributed voicemail t Messages Button Goes To Visual Yoice Voicemail Destination 10 Ww Voicemail IF Address 192 168 42 212 Backup Voicemail IP Address LH FH e The Voicemail Destination is set the Outgoing Group ID of the H323 trunk to the central IP Office hosting the centralized voicemail server e The Voicemail I P Address is set to the IP address of the PC running the distributed voicemail server for the IP Office Voicemail Pro Installation and Maintenance Page 57 IP Office Release 6 15 601063 Issue 22e 16 May 2010 2 5 5 Combined Options The various centralized voicemail options standard fallback backup and distributed can be used within the same Small Community Network Backup Distributed voicemail Yolcemall Server Server SMTP Server Centralized rN Yoicemail Server SMTP Server Cistriterted Central IP Office IP Office Ms Centralized e An IP Office using a distributed voicemail cannot be used as the fallback IP Office for the central IP Office e A distributed voicemail server cannot also be used as the backup voicemail server Voicemail Pro Installation and Maintenance Page 58 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro Centralized Voicemail Pro Example Combined Fallback Control and Backup Server Operation In the example below the fallback IP Off
507. stem mailbox greeting is used e Email This option is only shown if you have been configured with an email address for voicemail email usage in the IP Office configuration This control allows you to see and change the current voicemail email 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 pressed when you have a call is connected the MESSAGE button allows entry of an extension number for direct to voicemail transfer of the connected call Voicemail Pro Installation and Maintenance Page 334 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Mailbox Access Controls Visual Voice Voicemail Pro Installation and Maintenance Page 335 IP Office Release 6 15 601063 Issue 22e 16 May 2010 6 6 UMS Web Voicemail The URL will be that of the voicemail server PC plus voicemail This will display the web voicemail login page 1 Logon using your user name and voicemail code as set on the IP Office system The System Administrator can change these if necessary e Note This is the user name set in the IP Office and used by Voicemail Pro It is not the full name that is shown on phones and used by IP Office Phone
508. sten to messages send messages change their greetings and password See Giving Users Button Access to Voicemail 268 e Using a short code Short codes can be created so a user can be given access to their mailbox from locations other than their office desk When they call the mailbox they will be prompted to enter the access code See Giving Users Access from Any Extension 26 and Voicemail Telephone Numbers 264 If direct access is required a specified location can be set up as a trusted location The caller then does not need to enter an access code Access can be from the users own extension or another location See Creating a Trusted Location 270 If users need to access their voicemail messages when they are away from the office you can set up an Incoming Call Route in IP Office Manager with the destination as Voicemail Giving Users Access from an External Location 270 Users can also receive notification of new voicemail messages at either their own extension or at another location To receive notification of new messages a user needs to configure their outcalling See Outcalling 312 Voicemail Pro Installation and Maintenance Page 267 IP Office Release 6 15 601063 Issue 22e 16 May 2010 5 2 1 Giving Users Button Access A user s telephone can have buttons programmed to allow access to voicemail Not all telephones support this feature refer to the relevant guide for more information Buttons can be programmed for e Visual
509. stration Changing Language 5 7 2 Changing the Language of System Prompts E With the 1 Select System Prompt action you can change the language that is used in a call flow from that of the IP Office system or the mailbox user s locale A step by step example that illustrates how to use the Select System Prompt action is provided here e The Select System Prompt action changes the default language prompts but not any custom prompts To change the custom prompts you need to use the LOC variable in the path to the custom prompt files See Changing the Language of Custom Prompts 304 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 A Sle Spanish IJI Canadian French Next The module contains a Menu action with a Select System Prompt action set to the required language for each key press For the Menu action an Entry Prompt was recorded asking the user to indicate their language choice Press 1 for English 2 por Espanol 3 pour Fran ais 4 Ee 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 C
510. t Only 15 Click Next 16 Select Yes to register Outlook as the default email application 17 Select Tools gt Options 18 Click the Preferences tab 19 Click Email Options 20 Uncheck Save copies of messages in Sent I tems folder e You might want this option selected during initial setup and troubleshooting Due to the size of wav file message attachments it is advisable to uncheck it after installation is complete 21 Log on to the server PC using the account that will be used for the Voicemail Pro server 22 From Outlook or Outlook Express send a message direct to an extension user 23 If this message is received correctly continue with installing the Voicemail Pro software Voicemail Pro Installation and Maintenance Page 74 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro Voicemail Email 2 6 2 2 5 Configuring Outlook for Exchange Server This option may be configured if Outlook is to be configured to connect to the Exchange Server using a valid user name and password while the Voicemail PC remains a member of a work group To configure Outlook for Exchange Server L oO o pe e e N e ae He N e O 13 14 15 16 17 18 19 Create a new mailbox on the Exchange Server for example Voicemail and assign it the same password as has been configured on the voicemail PC Clear User must Change password at Next Logon and select Password Never Expires On the voicemail
511. t is able to send emails via that MAPI client e The exact method of integration between the voicemail server and the MAPI email client depends on whether the voicemail server is part of a work group or a domain This guide contains examples for both approaches e The MAPI process described in this guide was based on Microsoft Windows 2000 Professional with Microsoft Outlook 2000 and Microsoft Outlook Express 5 5 Steps may differ depending on the version of Windows and email client used 2 6 1 SMTP Setup By default the Voicemail Pro server is installed defaulted to SMTP operation and the necessary details of the SMTP server account to use are requested as part of the Voicemail Pro server installation To install Voicemail Pro for SMTP Voicemail Email 1 Obtain details of an email account that the Voicemail Pro service can use from whoever administrates the customer s email server The details required are e Email address e Server SMTP address e Email account user name and password e Whether the email server uses CHAP 2 Install the Voicemail Pro software 27 gt 3 When requested enter the email address 111 4 When requested enter the Voicemail Pro SMTP 112 email account settings 5 Configure the IP Office user and group accounts 78 with the email addresses Voicemail Pro Installation and Maintenance Page 64 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro Voicemail Email 2 6 1 1 Selecting
512. tab select either the Caller s mailbox or Mailbox option e Caller s Mailbox The mailbox matching the start point of the call e Mailbox Select or enter the name of the target mailbox Results This action has the following result which can be connected to a further action e Next Connect the result to a following action in the call flow za Listen He Next Voicemail Pro Installation and Maintenance Page 208 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Mailbox Actions 4 5 4 Voice Question E The Voice Question action allows you to create a play list where the caller hears a sequence of prompts and their responses are recorded If the play list is completed a single file containing the recorded responses is created That file can then be placed into a specified mailbox or passed to an eMail action Settings 1 Click the Ast Mailbox Actions icon and select oe Voice Question 2 The General 176 Entry Prompts 177 Reporting 18 and Results 183 tabs are standard tabs available to all actions 3 1n the Specific tab questions need to be added to the play list General Entry Prompts 9 2 pecstic Reporting Results Voce Questia A sequence of files to be played and recordings t t 1 be made CELES catalogue way 2 name way 5 0 3 Record 10 4 address way 3 8 15 Record 20 Bi thanks way 4 Click if Add a Prompt The Wave Editor 179 window opens Specify a
513. tabs are standard tabs available to all actions 3 Select the Specific tab Options Play Help Timea Wait for a key press for up to Seconds 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 Voicemail Pro Installation and Maintenance Page 231 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Results This action has the following results which can be connected to further actions ey Alphanumeric Collection gt Timeout l i 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 DTMF Data No DTMF Data This result connection is used if the caller enters some data and then presses e No DTMF Data This result connection is used if the caller presses without entering any data Voicemail Pro Installation and Maintenance Page 232 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Telephony Actions 4 8 Miscellaneous Actions ine Miscellaneous Actions a eMail Action 234 Email a recording al Open Door Action 235 Open and or close a door relay E Alarm Set Action 236 Set an alarm call time Ej Clock Action 238 Play the time to the caller
514. tains information of all Conditions and Campaigns as well as all call flow details Voicemail Pro Installation and Maintenance Page 154 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Using the Voicemail Pro Client Start Points 3 17 User Variables The Voicemail Pro client allows you to define user variables for the system that are then useable 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 Within a call flow a Ea Set User Variable 244 action can be used to set or change the value of a user variable This includes using the current value of a call variable 157 to set as the new value for the user variable Call flows can also be branched using a Test User Variable 245 action to check the current value of the variable against a required value The existing value of a user variable can also be obtained using the variable REG lt variable name gt in call flows By clicking on User Variables 140 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 To add a user defined variable Matt 1 Click so or press F8 The User defined variables window opens Please add or delete any user variables Add user defined variable Please enter a ne
515. tandard tabs available to all actions 3 1n the Specific tab you can select from three types of names that will be included in the list Users set to ex directory through the Manager application are not included You can also select how the names will be sorted How should the dial by name work Which names will be included in the list f Only users C Only groups C Both users and groups How will the names be sorbed f By last name C By first name Results This action has the following results which can be connected to further actions e True If the caller makes a selection the matching extension number is stored as in the KEY variable that can then be used by any following action linked to the True result e False This result is used if the caller does not make a selection Voicemail Pro Installation and Maintenance Page 227 IP Office Release 6 15 601063 Issue 22e 16 May 2010 4 7 8 Conferencing Center aa TT The Conferencing Center action is used in conjunction with the Avaya IP Office Conferencing Center application It provides a route for callers to enter the conference ID and their conference PIN code e P Office Conferencing Center is not supported with IP Office Release 6 The action is retained to allow the importation and maintenance of existing call flows when upgrading from pre IP Office Release 6 systems Results aa 1 Click the Telephony Actions icon and select TT Conferencing Center 2
516. tart Points i a Vorcemail Pro Administrators 1 Soeak Book Cost a E El oe Modules of BookShop CurentBookBuy of BookShop CurrentBookS peak BookShop_Search_ISBN of BookShop_SystemProblern of BookShop Welcome of BookShop Search Author Free Space 4 943 GE Total Space 9 766 GB Z The information from the database is conveyed to the caller using the Speak Text Action e To use the Speak Action the IP Office must be licensed for and have installed Text to Speech Voicemail Pro Installation and Maintenance Page 370 IP Office Release 6 15 601063 Issue 22e 16 May 2010 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 from the bookshop database The fields selected were Author Cost ISBN and Title Select Fields Upto sis field may be selected Any fields selected in a query will appear in alphabetical order e DBD 0O would return details from the field Author e DBD 1 would return details from the field Cost DBD 2 would return details from the field ISBN DBD 3 would return details from the field Title Each Speak Text action in the call flow returns the values from a different field selected within the database query The Speak Book Cost action has addit
517. te 404 Under Specific Start Points 310 Under Log 117 Unit Name IP Address 120 United States 329 UnPark Call use 383 Up Callback Setting 310 Up Text To Speech Page 448 15 601063 Issue 22e 16 May 2010 Up Text To Speech Setting 86 Updates In 94 Upgrade 34 86 144 IP Office VoiceMail Pro window 35 Voicemail Pro 34 36 US 81 304 404 Voicemail Pro 418 US English 304 Voicemail Pro 404 US English Intuity Prompts 404 Use Challenge Response Authentication set 112 user attempting 264 User Defined Fax Number 392 User Defined Variable menu 244 User Defined Variables 143 155 User Locale 298 299 301 303 329 Changing 298 User Name Recordings 374 user presses 285 User Source Numbers Configuring 93 User Start Points 264 users DIMF 351 userconfiguration htm 90 UserlD 115 Users Access 268 270 310 Giving 269 Users Button Access Giving 268 users including users 272 Users Owners 298 Users Voicemail Access Giving 270 Using DSS Keys 285 Using IP Office Manager 82 86 Using Short Codes 285 Access Voicemail 262 Using Start Points 153 Using VB Script 240 342 Using Visual Voice 267 Using VM 263 Using Voicemail 93 276 279 296 312 Give Error Messages 317 Using Windows Explorer 36 utilisation view 96 V VAR 157 179 349 356 359 363 VAR voicemail 349 variable As String 363 variable matches 217 245 Variable Property 349 Variable Routing 217 Variable Routing Action 172 217 VB Action 348 VB Script Action 172 240 3
518. ted by a time bar Click Finish The Email settings window opens Enter your email account details and click Next The SMTP Email settings window opens Enter your SMTP Email details and click Finish The SMTP settings entered will be validated If an error occurs the validating configuration window opens containing the SMTP Error 68 Click Yes when asked if you want to start the Voicemail Pro service 10 The new version of Voicemail Pro has been installed Test that the system is running by dialing 17 from any extension You should hear the mailbox announcement Voicemail Pro Installation and Maintenance Page 35 IP Office Release 6 15 601063 Issue 22e 16 May 2010 2 3 3 Upgrade to Voicemail Pro You can upgrade from Voicemail Lite to Voicemail Pro The process described here assumes that Voicemail Pro is being installed onto the same PC that previously hosted Voicemail Lite The steps described here will remove Voicemail Lite but will not remove the existing mailbox messages and greetings To upgrade from Voicemail Lite to Voicemail Pro 1 Remove Voicemail Lite 1 Make sure that Voicemail Lite is not running It might be necessary to close the Voicemail Lite server program 2 Open the Windows Control Panel and select Add Remove Programs 3 Select IP Office Admin Suite and click Change The Welcome to the Installshield Wizard for IP Office Admin Suite window opens 4 Click Next The Program Maintenance window opens
519. ted to that group when the voicemail server is not running Voicemail Pro Installation and Maintenance Page 159 IP Office Release 6 15 601063 Issue 22e 16 May 2010 3 20 The Conditions Editor Conditions are constructed from a set of basic elements These elements can be combined within a single condition to create complex rules For example the week planner can be used to define a company s standard working hours and then combined with the calendar to define exception days such as public holidays Within the voicemail call flow conditions can be checked by a test condition action and according to whether the condition is currently true or false callers can be routed to different actions See Test Condition Action 243 Condition Elements The following different types of elements can be added to a condition E Calendar 165 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 164 Select days of week and then a time period on each of those days that should cause the element to be true 2 Condition 165 Select an existing condition that is then used as an element within another condition 14 Compare 166 Compare one value to another using a selected criteria such as Is equal to or Is greater than or equal to and return true when the criteria is meet The values compared can be the current value of call variables 1
520. ter 190 Counter Decrement 19 and Counter Increment 192 They can also be used with the Decrement and Test Counter 248 and Increment and Test Counter 249 actions By default the initial value of a counter variable is 0 The formats COUNTERx or COUNTER x are both supported Properties for Generic General Entry Prompts Specific Reporting Results Select Generic command Select Generic command a l m M Counter Increment Select Counter Cee gt e Select Generic command Counter Increment e Select Counter Enter 1 to 15 to select COUNTER1 to COUNTERLS5D respectively Free Format Equivalent This action creates a command similar to INCCOUNTER COUNTERI In this example incrementing the value of COUNTERIL Voicemail Pro Installation and Maintenance Page 192 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Basic Actions 4 4 1 7 Generic Free Format Command This Generic action option allows 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 Properties for Generic General Entry Prompts Specific Reporting Results Generic free format command Generne Free format command Deta
521. ter is enabled press 2 to disable ivr_ 20 Press 1 to change press to cancel Ivr_ 21 Enter new number after the tone ivr_22 Repeat new number after the tone ivr_23 Sorry the numbers you have entered are different ivr_24 Email options ivr_25 Alert email on incoming message ivr_26 Copy messages to email ivr_27 Forward messages to email ivr_28 Email turned off ivr_29 Service mode ivr_30 In service ivr_31 Out of service ivr_32 Night service mc_00 Beep mc_01 Short silence mc_02 One seconds silence misc_24 Is on holiday until misc_25 Is unavailable until misc_26 Is at lunch until misc_27 IS away on business until misc 28 And will be picking up messages regularly misc_29 And will not be contactable until their return misc_30 List length exceeded misc 31 x cannot access private list misc 32 x list length exceeded mnu_1 You have four greeting options For standard greeting press 1 for after hours greeting press 2 for you are in a queue greeting press 3 for you are still in a queue greeting press 4 mnu_ 2 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 mnu_2a 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 c
522. ter the number of the destination for the transfer This can include IP Office short codes or numbers specified by the current value of a Voicemail Pro call variable 157 such as KEY e Source of transfer displayed on phone The number to display on the destination phone if internal Type the required text directly or use the browse button to select the text that should be used including using a the value of a call variable 157 e Description displayed on phone The text description to display on the destination phone if internal Type the required text directly or use the L browse button to select the text that should be used including using a the value of a call variable 157 e No answer timeout Sets how long in seconds the voicemail server should wait for the transferred call to be answered before following the No Answer results connection e Set Call Priority Voicemail Pro 5 0 If selected the caller s priority can then be set to Low Medium or High A call variable 157 set to 1 2 or 3 can also be used to set Low Medium or High priority respectively e When calls are presented to a hunt group on the IP Office calls waiting to be answered are queue in order of priority and then longest waiting By default internal caller s have 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 Voicemail Pro Installation and Maintenance Page 229 IP Office
523. the ES Configuration Actions icon and select ry Play Configuration Menu 2 The General 176 Entry Prompts 177 Reporting 18 and Results 183 tabs are standard tabs available to all actions In the General tab enter a PIN code in the PIN field 3 1n the Specific tab select 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 e The drop down box allows selection of the mode used for the menu e Play Configuration Menu Legacy Properties for Personal Options Menu General Entry Prompts Specific Reporting Results Personal Options Menu for E Callers Mailbox Mailbox Play Configuration MenulLegacy Edit Forwarding Humber Edit Follow Me Number Set Call Forwarding Set Voicemail Set OND Edit Voicemail Access Code Edit Voicemail Reception Edit Voicemail Email Mode Edit callback Number OF Cancel Help Pook The options given when a caller accesses this action are User Hunt Group Edit forwarding number 1 Set voicemail on off Edit follow me number 2 Edit voicemail code Set call forwarding 3 Set voicemail email mode Set voicemail on off 4 Set service mode Set do not disturb Edit voicemail code Edit voicemail reception Set
524. the IP Office locale are not available the voicemail server will provide prompts from a fallback language if available The table of languages above lists the order of fallback selection If required the language provided by a voicemail call flow can be changed using a 1 Select System Prompt Language 215 action TTY Teletype Prompts TTY Teletype Textphone is included in the list of installable languages TTY is a text based system that is used to provide services to users with impaired hearing See Support for Callers with Impaired Hearing 297 Voicemail Pro Installation and Maintenance Page 15 IP Office Release 6 15 601063 Issue 22e 16 May 2010 1 3 Number of Simultaneous Users All connections between the voicemail server and the IP Office are via the LAN using data channels The maximum number of data channels that can be used for voicemail operation at any moment are shown below IP Office Maximum for Voicemail Pro 1P406 V2 I P500 V2 The actual number of simultaneous users is determined by the licenses for Voicemail Pro 22 gt added to the IP Office configuration Note also that some specific functions can have voicemail channels reserved 96 for their use or may have channel restrictions Voicemail Pro Installation and Maintenance Page 16 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Chapter 2 Installing Voicemail Pro Voicemail Pro Installation and Maintenance Page 17 IP Office Release 6 15 60106
525. the call being routed to voicemail cannot be determined or does not fit the criteria above the Default route is used Voicemail Pro Installation and Maintenance Page 220 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Telephony Actions 4 7 4 Transfer The Transfer action transfers the caller to the extension that matches the mailbox selected This is a blind transfer if the call returns to the voicemail server again for example if unanswered it will be treated as a new call More advanced transfers are done using either a Call List Action 225 or Assisted Transfer Action 22 Settings 1 Click the Ei Telephony Actions icon and select Transfer 2 The General 176 Entry Prompts 177 Reporting 18 and Results 183 tabs are standard tabs available to all actions 3 Select the Specific tab Properties for Transfer General Entry Prompts Specific Reporting Results Transter call to Destination 20 Source of transter displayed on phone Description displayed on phone Set Caller Priority Low Hotity Caller of Transter to Target Cancel Help e Destination Enter the number of the destination for the transfer This can include IP Office short codes or numbers specified by the current value of a Voicemail Pro call variable 157 such as KEY Type the required text directly or use the browse button to select the text that should be used including using a the value of a c
526. the configuration back to the IP Office system Voicemail Pro Installation and Maintenance Page 283 IP Office Release 6 15 601063 Issue 22e 16 May 2010 5 4 2 Changing the Recording Time For recordings being placed into a Voicemail Pro mailbox the maximum recording time is 1 hour To change the recording length 1 Start the Voicemail Pro Client 2 Click H or select Administration gt Preferences gt General 3 The Max VRL Record Length secs setting is used only for calls being recorded to VRL The maximum record length is 3600 seconds 60 minutes 4 Click OK 5 Click Save amp Make Live 5 4 3 Voice Recording Library VRL Voice Recording Library VRL operation allows the Voicemail Pro to transfer specific users who are automatically or manually recording calls to a third party application It can also be selected as the destination for calls recorded via a Leave Mail action in a call flow Currently this mode of operation is only supported with Avaya IP Office ContactStore This application provides tools to sort search and playback recordings It also supports the archiving of recordings to DVD e Installation and configuration of VRL with IP Office ContactStore is documented separately e VRL is a licensed feature It requires entry of either an Advanced Edition licence or a legacy VMPro Recording Administrators license into the IP Office configuration of the IP Office requiring use of ContactStore regardless o
527. the program window appears you need to follow the upgrade process 34 gt In the Welcome window click Next The Customer Information window opens In the Customer Information window type a user name and the company name or use the default names that are proposed These settings do not affect Voicemail Pro when it is installed 8 In the same window choose the option that determines who should be able to use Voicemail Pro when it has been installed The recommended option is Anyone who uses this computer all users 9 Inthe Customer Information window click Next The Choose Destination Location window opens 10 In the Choose Destination Location window click Browse and choose the folder where the Voicemail Pro files are to be installed Otherwise click Next to use the proposed folder The Messaging Components window opens so that you can choose the components that you want to install 11 Unless there are specific reasons for changing the location the default setting is recommended 12 In the Messaging Components window highlight Voicemail Pro Full 13 Click Next The Setup Type window opens 14 In the Setup Type window select Custom 15 Click Next The Select Features window opens so that you can select which additional Voicemail Pro features to install 16 Scroll down and check VPNM Voicemail Pro Installation and Maintenance Page 428 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Space Required on L 203964
528. the time and has no control over the availability of the linked pages Warranty Avaya provides a limited warranty on this product 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 Web site http www avaya com support Please note that if you acquired the product from an authorized Avaya reseller outside of the United States and Canada the warranty is provided to you by said Avaya reseller and not by Avaya 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 RESELLER AS APPLICABLE UNDER A COMMERCIAL AGREEMENT WITH AVAYA OR AN AUTHORIZED AVAYA RESELLER 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 RESELLER AND 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 INSTA
529. the voicemail message but with no copy of the voicemail message attached Users can also select this mode by dialing 02 from their extension 2 6 3 2 How Voicemail Email Messages Look Messages sent by a user or group s voicemail email settings contain the following To The user group email address From The name and address setting of the email client account Subject Voicemail Message calling number gt user name From calling number Body If the user or group s Voicemail Email mode is set to Copy or Forward the message body will contain IP Office Voicemail redirected message Attachment When using Copy or Forward mode the message is attached as a wav file Messages sent via a Voicemail Pro eMail action are configurable see The Voicemail Pro eMail Action 80 gt Voicemail Pro Installation and Maintenance Page 79 IP Office Release 6 15 601063 Issue 22e 16 May 2010 2 6 3 3 The Voicemail Pro Email Action The a eMail action in Voicemail Pro can be used to send messages via email in response to caller actions in the voicemail call flow The action can also attach a wav file Wy oicemail Pro Client Intuity o 0 x File Edit Actions Administration Help Bi Next Properties for eMail General Entry Prompts Specific Reporting Results Send e mai Send e mail to fray charlestary domain com Subject Voicemail Pro Message Content This message was forwarded by a Yoicemall Pr
530. ther action wi Campaign e Next Connect the action to a following action within the call flow Voicemail Pro Installation and Maintenance Page 210 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Mailbox Actions 4 6 Configuration Actions gS Configuration Actions These actions allow a caller to change the settings of a user or hunt group mailbox i Edit Play List Action 21 Re record a prompt aint si Record Name Action 212 Re record a mailbox name i Personal Options Menu Action 213 Change user or group settings n e i Select System Prompt Language Action 215 Change the prompt language 4 6 1 Edit Play List if g The Edit Play List action can be used to record a specified prompt file held on the voicemail server PC This allows call flows to be created to change the prompts being used by other call flows Settings g 5 1 Click the Configuration Actions icon and select Edit Play List 2 The General 176 Entry Prompts 177 Reporting 182 and Results 183 tabs are standard tabs available to all actions 3 1n the Specific tab select the prompt file held on the voicemail server Re record the following file File path Custom Auta Attendant yen Attenoon Greeting way ME thig path tt relative to the Way s folder on the Voicemail Server e File Path This path is relative to the WAVS folder defined 10 for the voicemail server e To browse to a file loca
531. through the campaign wizard menus for the campaign settings e Delete an Existing Campaign 380 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 gi Campaign Editor 2 Select Create a new Campaign and click Next 3 The Customer Prompts 381 window is displayed e Click SF The Please Edit the Campaign action window opens Each campaign can include up to 21 questions e Click OK when you have entered the customer prompts e Adjust the prompts as required e tp Edit action Edit the currently highlighted campaign action e Delete action Delete the currently highlighted campaign action e Move action Move the position of an action in the sequence of campaign actions e Click Next 4 The Customer Menu 382 window is displayed e Select which options are available after the prompt is played e Click Next 5 The Campaign Identification 383 window is displayed e Enter the details on identifying the campaign e Click Next 6 Click Finish to create the campaign Voicemail Pro Installation and Maintenance Page 379 IP Office Release 6 15 601063 Issue 22e 16 May 2010 To modify a campaign 1 Press F7 or click ui Campaign Editor 2 Select Modify an existing Campaign and click Next 3 Select the required campaign and click Next 4 The Customer Prompts 381 window is displayed e Click SF The Please Edit the Campaign actio
532. tically discover any SAPI 5 installed engine If there is no 3rd party engine installed then the Microsoft 3rd party engine is used 2 2 Installing Avaya Text to Speech The Avaya TTS engine for Voicemail Pro is supplied on separate DVD s x2 from the Voicemail Pro software To install Avaya Text to Speech 1 Install and test Voicemail Pro as normal 2 Using IP Office Manager add the VM Pro TTS ScanSoft license into the IP Office configuration Send the new configuration to the IP Office system 3 Reload the IP Office configuration into IP Office Manager and check that the status of the license has changed to Valid 4 Insert the first Avaya TTS DVD The installation should auto start 5 Follow the prompts and install the required languages 6 If the system is licensed for Avaya TTS the ScanSoft engine is automatically used 2 3 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 This text can include combinations of e Typed text sentences e Voicemail Pro Call Variables 157 For example e Entering KEY would be replaced when spoken by the last digits dialed within the call flow by the caller e If using database interaction entering DBD x would be replaced by the current value of that database field e Entering CLI would speak the caller s CLI if available back to them e SAPI 5 XML
533. tile Recording Mailbox 206 Theresa Green M Use Yoice Recordina Library 5 From the Record Outbound drop down lists select the recording frequency required e None Do not record e On Record all calls if possible e Mandatory Record all calls If recording is not possible return busy tone to the caller e xx Record calls at intervals matching the set percentage eg for every other call for 50 6 For inbound calls recording will not take place if the call also goes to normal voicemail 7 Select the Recording Time Profile is required If not set recording is applied at all times 8 The Recording Mailbox option is available for IP Office 4 1 For previous releases the destination is always the mailbox of the user making the call 9 Select the option to place the recordings in the voice recording library e The Voice Recording Library options can be used only if a VRL application has been installed and licensed For more information see Voice Recording Library 284 10 Click OK Voicemail Pro Installation and Maintenance Page 293 IP Office Release 6 15 601063 Issue 22e 16 May 2010 5 4 5 2 Customizing Auto Recording Normally auto recording is performed by the Voicemail Pro server as a default task However a module named AutoRecord can be used to customize the operation of auto recording If an AutoRecord module is created it overrides the default auto record operation Whenever auto recording is trig
534. tion click Bi The Wave editor 172 window opens Select an existing prompt or define and record a new one e When accessing voicemail prompts voicemail variables 157 can be used in both the path and filename for the prompt For example if prompts Greetingl wav Greeting2 wav etc are recorded an action set to play Greeting KEY wav would play the greeting prompt that matched the current value of KEY 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 Pa Edit Play List ex ee Connect the action to a following action within the call flow Voicemail Pro Installation and Maintenance Page 211 IP Office Release 6 15 601063 Issue 22e 16 May 2010 4 6 2 Record Name si The Record Name action is used to allow callers to record a name prompt for their mailbox or a specified mailbox For an example of the action in a call flow see Adding a Record Name Module 376 The mailbox name prompt is used for the Dial By Name 374 feature and is played to callers who are directed to the mailbox to leave a message If the voicemail server mailbox mode 99 is set to Intuity mode users can record the name prompt through the telephone prompt interface e If it is necessary to have a service for the bulk recording of mailbox name pr
535. to Basic User can be licensed using legacy UMS Web Services licenses Hunt Group Licensing Hunt groups are licensed by UMS Web Services licenses Start IP Office Manager Receive the configuration from the IP Office associated with the Voicemail Pro server Inthe amp Licenses section add the required licenses Merge the configuration back to the IP Office and then receive the configuration again Voicemail Pro Installation and Maintenance Page 42 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro UMS Web Services 5 In the Licenses section check that the License Status of the licenses is now shown as Valid 6 Start the Voicemail Pro client 7 Select Help About 8 The screen should list the Web Services as Started and should show the number of UMS licenses Configure Users for UMS 1 Start IP Office Manager 2 Receive the configuration from the IP Office system hosting the user 3 Select i User and then select the required user 4 Set their Profile to either Teleworker or Power User 5 Select the Voicemail tab Enable UMS Web Services Click OK 6 Merge the configuration back to the IP Office Configuring Hunt Groups for UMS Access to hunt group mailboxes using UMS is supported for Voicemail Pro 5 0 1 Start IP Office Manager 2 Receive the configuration from the IP Office system hosting the hunt group 3 Select the hunt group 4 Click on the Voicemail tab 5 Enab
536. to edit voicemail call back number press 9 mnu_7 Hunt group configure options To set voicemail press 1 to edit voicemail access code press 2 to set voicemail email mode press 3 to set service mode press 4 mnu_8 Invalid entry please try again mnu_9 That destination is unavailable Voicemail Pro Installation and Maintenance Page 420 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Appendix Prompts WAV File Non I ntuity Prompt MNU_ 10 To play your old messages pressl 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 January February March May June Ju October November December e Number no OO wav Zero to Fifty nine no _59 wav Noon Outlook based greetings are active for all calls Outlook based greetings are used for the following call types Outlook based greetings are currently inactive Due to If the number is busy press 4 For no reply calls press 5 Enter your current access code after the tone Now enter your new access code after the tone Now repeat your new access code after the tone It has been possible to change your access code at this time PMO M o In the queue Call per Estimated time to answer is Voicemail Pro Installation and Mainte
537. to the voicemail system e Message waiting indication MWI is supported e Note When using an Exchange 2007 server as the message store for a user s voicemail messages the voicemail server will deliver messages to the Exchange server on completion of the recording However the presentation to Outlook and back to the voicemail 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 Voicemail Pro Installation and Maintenance Page 340 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Chapter 7 Voicemail Pro Examples Voicemail Pro Installation and Maintenance Page 341 IP Office Release 6 15 601063 Issue 22e 16 May 2010 7 Voicemail Pro Examples This section contains a number of example for specific areas of Voicemail Pro operation For simple examples refer to the separate document Voicemail Pro Example Exercises That document contains a series for setting up a basic auto attendant and then adding additional features Working through that document should leave you familiar with the process of setting up and testing call flows 7 1 Using VB Script The VB Script action allows an administrator to construct additional call flow logic using VBScript commands and various properties 344 and methods 356 When a VBScript action is executed
538. tomer Information menu is displayed e Use the default names or enter a user and company name These settings do not affect the Voicemail Pro installation e Select the option Anyone who uses this computer all users e Click Next 7 The Choose Destination Location menu is displayed Unless specifically required for ease of maintenance use the proposed folder location Click Next 8 The Messaging Components menu is displayed 9 Select Voicemail Pro Full or Voicemail Pro Client Only Click Next If Voicemail Pro Client Only was selected go to step 14 10 The Setup Type menu is displayed Select Compact Typical or Custom and click Next e If the option selected was Custom the Select Features menu is displayed Select the components required for the installation and click Next 11 The Service Account Name menu is displayed This window is used to select the account under which the Voicemail Pro services will be run following installation e Enter the user name and password of the account to use Alternatively click Browse and select a name from the list of available PC or network accounts e Click Next The account name and password are validated If the validation fails you whether you want to create a new account that matches the details entered 12 The Select Program Folder menu is displayed By default the program folder for the Voicemail Pro client is set to IP Office For ease of maintenance use this option unless the
539. tries for outcalling notification and the interval after a failed notification attempt before the next retry e User Mailbox Settings Mailbox owners can configure their outcalling options using their telephone for example entering the destination telephone numbers Details on how to configure outcalling for individuals can be found in the Intuity Mailbox guide e Phone Manager Control For Voicemail Pro 4 2 users with Phone Manager 4 2 can configure their own outcalling settings using Phone Manager This includes setting their own number of retries and the interval before any subsequent retry When using an escalation list this interface also allows the user to set a delay to be used between each number in the escalation list Voicemail Pro Installation and Maintenance Page 312 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Administration Remote Voicemail Notification 5 9 2 1 Setting the Outcalling System Preferences 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 Details on how users can configure outcalling are found in the Intuity Mailbox guide and Phone Manager User Guide A timeout value can also be set by a user This is how long outcalling will attempt to call a number before giving up To set the global outcalling preferences 1 Display the main Voicemail Pro window
540. ts e For Voicemail Pro 6 0 user outcalling settings can be viewed and edited using the Voicemail Pro client Retries If an outcalling notification attempt is not answered the voicemail server can make another attempt The number of retries up to 10 and the delay after a failed notification attempt can use either system default or the users own defined settings Destinations The mailbox user can define up to 5 destination numbers to be used with outcalling The destinations must include any external dialing prefixes required for the IP Office system For each destination a ring time can also be defined default 15 seconds after which the voicemail server disconnects the call e Desk e Home e Mobile e Delegate called Secretary in some locales e Other Escalation List The user can choose to use an escalation list which combines several of their destinations into a sequence that will be tried as part of a single outcalling notification attempt Up to 9 destinations can be included in the list and the same destination can be used more than once Use of the escalation list counts as a single outcalling notification attempt e For Voicemail Pro 4 2 users using Phone Manager 4 2 can specify a delay to be used between the call to each destination in their escalation list Configuration Methods e System Settings 105 The Voicemail Pro can be configured with a set of default times for when outcalling is used the number of re
541. ts to be customized using user Queued and Still Queued start points in the same ways as customizing hunt group announcements 278 For example a menu action could be added to the Still Queued start point giving users the option to continue to hold for the caller or to transfer to reception e If voicemail is on the announcements are played until the No Answer Time is reached The caller is then transferred to the user s voicemail The system default setting for No Answer Time is 15 seconds however it can be set for individual users Page 296 Voicemail Pro Installation and Maintenance 15 601063 Issue 22e 16 May 2010 IP Office Release 6 Administration Announcements 5 6 Support for Callers with Impaired Hearing ITY is a method of sending and receiving text messages within the speech path of telephone calls The text is entered and displayed through a TTY device such as a text phone connected in parallel with the user s normal telephone Due to its widespread usage and support it has become the standard used by devices for the users with impaired hearing or vision Voicemail Pro 1 4 and higher supports the addition of TTY prompts for leaving messages in and collecting messages from Intuity mode mailboxes Callers with a TTY device can see the TTY prompts and leave TTY format messages The mailbox user alSo with a TTY device can collect and display those messages by following the prompts that are displayed on the TTY device Analog Ph
542. tures such as message waiting indication are set by new messages in that location rather than the voicemail mailbox on the voicemail server Telephone access to voicemail messages including Visual Voice access is redirected to the Exchange 2007 mailbox See UMS Exchange 2007 Installation 47 gt and UMS Exchange 2007 340 e Alert If this mode is selected each time a new voicemail message is received in the voicemail mailbox a simple email message is sent to the email address This is an email message announcing details of the voicemail message but with no copy of the voicemail message attached Users can also select this mode by dialing 02 from their extension e Voicemail On Default On When on the mailbox is used by the IP Office to answer the user s unanswered calls or calls when the user s extension returns busy Note that selecting off does not disable use of the user s mailbox Messages can still be forward to their mailbox and recordings can be placed in it The mailbox can also still be accessed to collect messages For other options Disabling a Mailbox 320 e Voicemail Help Default Off For voicemail systems running IP Office mailbox mode this option controls whether users retrieving messages are automatically given an additional prompt For help at any time press 8 If switched off users can still press 8 for help For voicemail systems running in Intuity emulation mode this option has no effect On those systems the default acc
543. uch tone options of a wmm 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 Start Port W Wait fora key press for up to d al seconds Voicemail Pro Installation and Maintenance Page 393 IP Office Release 6 15 601063 Issue 22e 16 May 2010 7 5 6 Configuring an Analog Extension Number for Fax Use If the PC that is being used as the fax server uses an analog fax card it must be connected to an IP Office analog extension POT port You are then ready to configure the analog extension for fax use To configure an analog extension number for fax use 1 1n 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 72 Base Extension ee Caller Display Type DTMFF Reset Y olume After Calls E Device type Analogue Handset Module EP Fort 2 3 View the Analogue tab 4 Set up the incoming DDI routing of calls to specific users as required Es Analogue Equipment Classification Flash Hook Pulse width l W Use 5 ptem Defaults Quiet Headset WE Wal hy 4 Paging Speaker Minimum Width Standard Telephone Max
544. ue 22e 16 May 2010 Administration Remote Voicemail Notification e Enabled During Time Profile Allows a user specific time profile for outcalling to be specified oi Account Personal Distribution Lists Outcalling Enabled Durning Time Frofile A os foo Desk For All New Messages E 17 fao Escalation List For All New Messages C fis 30 Disabled e Enabled During Peak Time Use outcalling during the peak time 105 period defined on the voicemail server Mailbox Details ioj xi Account Personal Distribution Lists Outcalling Enabled During Peak Time Escalation List For New Priority Messages T Peak Time from 09 00 to17 30 e Enabled During Prime Time Use outcalling during the prime time 314 period defined on the voicemail server ioii Account Personal Distribution Lists Outcalling Enabled Durning Time Profile T A os oo Desk For All New Messages E i7 30 F HEEE For All New Messages c fia 30 Disabled e Retry Times e System Use the default retry settings 105 configured on the voicemail 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
545. uired by your users you can set Voicemail Pro back to IP Office mailbox mode 1 Start the Voicemail Pro Client 2 Click the Preferences H icon and select General 3 On the General tab change the Default Telephony Interface from Intuity to IP Office 4 Click OK 5 Click Ge Save amp Make Live The new version of Voicemail Pro has been installed Test that the system is running by dialing 17 from any extension You should hear the mailbox announcement Voicemail Pro Installation and Maintenance Page 36 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro Upgrading Voicemail Pro 2 4 UMS Web Services Voicemail Pro 4 2 adds support for user mailboxes to be accessed using the additional methods listed below For Voicemail Pro 5 0 this has been expanded to include hunt group mailboxes e IMAP Email Client Support This method allows mailbox access using any email client that supports IMAP for example Outlook and Lotus Notes The Voicemail Pro server PC acts as the IMAP server e Web Voicemail Access This method alls mailbox access using a web browser Messages can be played back to an IP Office phone extension or through the PC if the browser is audio enabled Web voicemail requires the voicemail server to also run IIS and PHP e UMS Exchange 2007 Voicemail Pro 5 0 A user or group can be configured to have their voicemail messages forwarded to the inbox of an Exchange 2007 email account
546. ule 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 154 3 19 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 Special 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 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 rou
547. umber 25 Mail Drop C Mnetpub mailroot D rop Ey Server requires authentication Account Hame Password Use Challenge Response Authentication CRAM MES e Mail Server Enter the name of the SMTP mail server This should be the fully qualified domain name e Port Number Enter the receiving port on the SMTP mail server The default is 25 e Mail Drop box This field is only required for Voicemail Pro VPNM Enter the name of the destination folder for outgoing emails on the SMTP Server Alternatively click the browse button and select the folder to use e Server requires authentication If the SMTP server requires authentication select this option to enter the Account Name and Password that should be used by the voicemail server You can also select Use Challenge Response Authentication if used by the SMTP server 4 Click Check to validate the changes that you have made 5 Click OK You are prompted to restart the affected services so that your changes are enabled 6 Choose Yes The services that are affected by your changes are automatically stopped and restarted Voicemail Pro Installation and Maintenance Page 66 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro Voicemail Email 2 6 1 3 Setting the Server Email Address To configure email settings 1 Open the Windows Control Panel 2 Select IP Office Voicemail Pro The IP Office Voicemail Pro window opens 3 Click the Email Settings
548. umentation e For IP Office 4 2 access to visual voice can be triggered by the phone s MESSAGES button rather than requiring a separate Visual Voice programmable button This is done using the System Voicemail 88 option Messages button goes to Visual Voice e T3 phones can access visual voice via the menu selection Menu Settings Voicemail Settings If a Visual Voice programmable button is used on these phones it will only access the Listen functions On phones that have a display but do not support full visual voice operation use of the buttons above will trigger normal spoken prompt voicemail access Visual Voice Controls The arrangement of options on the screen will vary depending on the phone 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 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 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 sy
549. us response Start of response Stop processing the message Next response Mark call as processed and delete Pause ul BP WN o O COIN Mark call as processed and save Fast forward To assign a Campaign to a programmable button 1 In IP Office Manager receive the IP Office configuration Open the required i User form Select the Button Programming tab Select a free button Right click in the Action field Select Emulation gt Call Park Right click in the Action Data field Enter the campaign s park slot number Save the configuration back to the IP Office and reboot Oo Oo N oOo Ww A U N The programmable button on the user s telephone will 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 Voicemail Pro Installation and Maintenance Page 384 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Examples Campaigns 7 4 2 2 Using the Web Campaign The Web Campaign Component allows access to play and change the status of campaign message
550. use Alternatively click Browse and select an account to use 32 Click Next IP Office Voicemail Pro SMTP Email Settings window opens so that you can specify details of the SMTP server to which the Voicemail Pro server should send messages A proposed server name might already be filled in e Inthe Mail Server box leave the proposed name unchanged or type the name of the server to use This should be the fully qualified domain name e Inthe Port Number box type the number of the receiving port on the SMTP mail server The default is 25 e To enforce server authentication check the Server Requires Authentication box This is optional If you check it you also need to provide the Account Name and Password that need to be entered You can also choose whether or not to set the Use Challenge Response Authentication option 33 Click Finish An attempt is made to validate the email settings An error message is displayed when the attempt to connect with an SMTP server fails 34 Click OK to acknowledge the message You have now finished installing the Voicemail Pro Server and VPNM software The next step is to configure the VPNM accounts Voicemail Pro Installation and Maintenance Page 430 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Appendix Installing Networked Messaging VPNM 8 7 3 Configuring VPNM Preferences This set of preferences are only available if VPNM was selected during installation and is licensed within the IP Off
551. vailable to the network voicemail services are provided by the backup voicemail server i Central IP Office Bi Voicen ai Pro e P Office Release 6 0 with Voicemail Pro 6 0 IIS SMTP is used to exchange information between the servers IP Office Ses Centralized e Licenses The existing licenses are used e Centralized Voicemail with Distributed Voicemail Servers 56 gt Distributed Other IP Offices in the Small Community Network can host eee alert their own Voicemail Pro server That server is then used for SMTP the IP Office s voicemail functions except message storage Centralized Voicemail Server SMTP Server E IP Office e IP Office Release 6 0 with Voicemail Pro 6 0 IIS Siga SMTP is used to exchange information between the servers e The distributed voicemail server provides all voicemail services except voicemail collection for its associated IP Office IP Office Re Centralized e Licenses Each IP Office using a distributed voicemail server must have licenses for Voicemail Pro operation and the voicemail features required In all the cases above the central voicemail server remains the store for messages and recordings except for Exchange UMS users The central voicemail server does message waiting indication and is the voicemail server used for message collection Only when the central server is temporarily unavailable will the backup or any distributed server d
552. 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 EA Element List icon in the toolbar 2 Click 2 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 OK Example Two conditions have been created e Using a Week Planner 164 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 Calender 163 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 S Element List icon in the toolbar 2 Click 5 Condition 3 Click the Week Planner in the Condition Editor window The E condition is placed in the Condition Editor window 4 Open the properties of the condition element by double clicking E 5 Select the Calendar condition result 6 Click amp logic options and select a NOT action Click E gt
553. variables e Owning object vmprov5 voicescript e String e Set A string object that contains the new value for the RES variable For example Voice Result String e Get A string object containing the current value for RES For example String Voice Result e Example Sub Main dlgid dim registration Set Voice CreateObject Vmprov5 voicescript registration Voice Register dlgid if registration Then dim result dim success DO SOME PROCESSING if success Then Voice Result TRUE else Voice Result FALSE end if End Sub Voicemail Pro Installation and Maintenance Page 348 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Examples Using VB Script 7 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 within the mailbox For example Number Voice SavedMsgs 7 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 7 1 1 12 Variable Property The Variable property gets and sets the VAR voicem
554. vers licensed for text to speech 8 TTS the prompts used for call flow actions can be generated using TTS The text entered in the action s Description field is used as the script for the recording e Voicemail Configuration Backup and Restore 145 The Voicemail Pro client can be used to configure daily weekly and monthly automatic backups or to run an immediate manual backup Each backup type can be individual configured for the types of files and settings it should include including messages The client can also be used to restore the files from a previous backup e Get Mail Action Advanced Personal Options 205 For systems running in Intuity mode a Get Mail action can be used in call flows to provide the user with access to a range of mailbox control actions These actions become part of the mailbox telephone user interface The options that become available are 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 e Personal Options Menu Action 21 gt The Play Configuration Menu action has been replaced by the Personal Options Menu action This action can operate in one of two modes The legacy mode e Generic Action Set Interdigit Delay 197 The delay that the voicemail server allows between the dialing of digits in numbers by default 5 seconds can be adjusted for a call flow using a Generic action e Recording Auto Deletion 103
555. w user variable rea Update Cancel Help 2 Click P 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 Voicemail Pro Installation and Maintenance Page 155 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Example of Using User Variables 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 needs to have the user variable Reception assigned with the value Open Modules gt ReceptonUpen Start Pore Set Usei Variable ee e Create a start point called ReceptionClosed and connect it to a Set User Variable action The Set User Variable action needs to have the user variable Reception assigned with the value Closed Modules gt HeceptionClosed Start Fa irt F al al LI Sef Yajable 3 Create the matching short codes on the telephone system 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 or to
556. ward with comments press 12 To record a new message press 14 To respond to or forward the message press 1 The return address for this message is not a mailbox on this system To reply to sender by voicemail press 7 The ability for callers to leave messages in your mailbox is turned off To allow callers to leave messages press 571 Invalid password please enter new password and sign With text 008 With other media 010 Zero 011 bytes 012 j 013 Kilobyte Kilobytes lt D 015 Megabyte 016 Megabytes 018 And 019 Message from 021 022 023 Priority 025 Call from 026 029 030 031 Fax 032 033 035 038 039 040 2041 Private Private priority Call received This is a lt O A a Attached file To advance to the end of the message press 6 Rewound D x lt FE Component To customize your mailbox for example to create or edit your mailing lists or change your password To listen press 3 press 5 042 To administer your media preference for sorting messages press 8 2043 You are administering your preferred media type for sorting incoming messages Messages with a primary media type matching your preference will be presented before other messages regardless of the order in which they have been received No media preference for sorting incoming messages has been specified For voice press 1 f
557. ws that include this action Settings wis 4 n 1 Click the ii Queue Actions icon and select Queue Position 2 The General 176 Entry Prompts 177 Reporting 182 and Results 183 tabs are standard tabs available to all actions The Entry Prompts tab should include any prompts to play to the caller before they hear their position See Entry Prompts Tab 177 3 Select the Specific tab This tab may include any further prompts to be played to the caller after they hear their Queue current position The prompts will be played in the following order 1 Any items defined in the Entry Prompt page 2 The curent position 3 Any prompts defined below Order Prompt Leet fs Results This action has the following result which can be connected to a further action Ge Queue Pasition Next S For an example of the Queue Position action in a call flow see Customizing a Hunt Group Callflow 28 Voicemail Pro Installation and Maintenance Page 256 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Voicemail Pro Actions Queue Actions Voicemail Pro Installation and Maintenance Page 257 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Chapter 5 Administration Voicemail Pro Installation and Maintenance Page 259 IP Office Release 6 15 601063 Issue 22e 16 May 2010 5 Administration 5 1 Routing Calls to Voicemail There are different methods by which callers can be transferred to voicemail The transfer can be us
558. x By right clicking on the listed mailbox and selecting Clear Mailbox all existing messages and prompts in the mailbox are deleted e Server Queues 13 The option Server Queues in the navigation pane gives access to the following information e Alarms 137 When selected outgoing alarms calls set using Alarm Set actions are listed in the Voicemail Pro client s right hand pane The list can also be used to add delete alarms and to edit alarm settings e User Variables 140 When selected the current values of user defined variables are listed in the Voicemail Pro client s right hand pane The list can be used to add delete user defined variables and to edit the current value of those variables e Outcalls 139 When selected outgoing calls being made or scheduled to be made by the voicemail server are listed in the Voicemail Pro client s right hand pane The list can be used to delete calls e Conditions I mport Export 144 Existing conditions can now be exported to a file and then imported into the configuration of another Voicemail Pro 5 0 system Voicemail Pro Installation and Maintenance Page 400 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Appendix What Was New in 5 0 8 2 What Was New in 4 2 In conjunction with IP Office 4 2 Voicemail Pro 4 2 supports the following new features e IP Office Unified Messaging Service UMS 37 Two new methods for users to access their mailbox are now supported The methods are mai
559. x 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 Check the Enable Fax Sub Addressing box so that the DTMF signal is passed to the fax server after the call has been answered so that the fax can be forwarded to the email address of the intended recipient 3 Click OK 4 Click Ge Save and Make Live and select Yes Voicemail Pro Installation and Maintenance Page 100 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Installing Voicemail Pro Voicemail Pro Preferences 2 9 1 2 Directories When Voicemail Pro is installed some default folder locations are used You can change these if required To set the location of Voicemail system folders 1 Display the main Voicemail Pro window 2 From the Administration menu select Preferences gt General 3 Click the Directories tab General Directories MAP Housekeeping SNMP Alarm Outcalling voicemail Server Directory C Program Files QvavaslP Offices orcemail Prowl Voicemail Server Speech Directory C Program Files ayvapaslP OfficeYorcemall Pro biwa avs 4 In the Voicemail Server Directory box type the path to the folder where the voicemail server program is to be stored This
560. xample a short code 2 SelfSelect VoicemailCollect would reroute such callers back to the SelfSelect module Voicemail Pro Installation and Maintenance Page 266 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Administration Routing Calls to Voicemail 5 2 User Voicemail Access By default a user can dial 17 to access their voicemail from their own extension A user mailbox cannot be accessed from any other location internal or external until a voicemail code has been set for the mailbox This access code is set in the IP Office Manager Voicemail can be configured for each individual user in IP Office Manager See Configuring Voicemail for Individual Users 90 gt If IP Office Manager has been configured users can also collect their voice messages by using one the following methods e Using the Messages button on their telephone If their extension is a trusted extension they can access their messages without entering a voicemail code by pressing the Messages button See Creating a Trusted Location 270 e Using a Voicemail Collect button A button can be programmed to allow a user to collect voice messages from their telephone If their extension is a trusted extension they can access their messages without entering a voicemail code See Giving Users Button Access to Voicemail 268 e Using Visual Voice A user can be given a display menu to user for access to their mailbox The menu provides the user with options to li
561. y can be transferred to are entered in the fields below For IP Office 5 0 these system default values can be set for these numbers and are used unless a different number is set within these user settings e Reception Breakout DTMF 0 The number to which a caller is transferred if they press O while listening to the mailbox greeting rather than leaving a message O on embedded voicemail e For systems set to Intuity emulation mode the mailbox user can also access this option when collecting their messages by dialing 0 e If the mailbox has been reached through a call flow containing a Leave Mail 207 action the option provided when 0 is pressed are e For IP Office mode the call follows the Leave Mail action s Failure or Success results connections depending on whether the caller pressed 0 before or after the record tone e For Intuity mode pressing 0 always follows the Reception Breakout DTMF O0 setting e Breakout DTMF 2 The number to which a caller is transferred if they press 2 while listening to the mailbox greeting rather than leaving a message 2 on embedded voicemail For pre 5 0 systems this option is not support for Voicemail Pro running in IP Office mailbox mode e Breakout DTMF 3 The number to which a caller is transferred if they press 3 while listening to the mailbox greeting rather than leaving a message 3 on embedded voicemail For pre 5 0 systems this option is not support for Voicemail Pro running i
562. y database support within Voicemail Pro call flows For IP Office Release 6 this is also enabled by the Advanced Edition license e VMPro VB Script This legacy license enables Visual Basic Script support with Voicemail Pro For IP Office Release 6 this is also enabled by the Advanced Edition license Voicemail Pro Installation and Maintenance Page 23 IP Office Release 6 15 601063 Issue 22e 16 May 2010 2 1 3 Network Requirements The PC should be configured and tested for TCP IP networking We strongly recommend that the voicemail server PC is connected to the IP Office Control Unit directly or via a LAN switch If directly connected changing the settings of the PC network card to match the IP Office control unit can resolve some issues This should be done according to the PC or network card manufacturer s instructions The options for IP Office LAN ports are e P412 Use LAN1 and half duplex e Small Office Edition I P406 V2 and I P500 Full duplex e All IP Office LAN ports are 10Mbps 100Mbps auto sensing If not directly connected using any of the above settings must be supported and matched by the intervening network equipment e The PC should have a fixed IP address Although PCs in a DHCP network may retain the same IP address between reboots this is not guaranteed e If the IP Office is acting as a DHCP server it defaults to using 192 168 42 2 to 192 168 42 201 for DHCP clients This leaves 192 168 42 202 to 192 168 42
563. y the VMPro TTS Generic or VMPro TTS ScanSoft licenses Instead it is enabled by the Preferred Edition license detailed above This uses the generic TTS speech engines Access to email reading for individual users is licensed by the user profile licenses described above e TTS for use in call flows is still licensed by the VMPro TTS Generic or VMPro TTS ScanSoft licenses In addition the Advanced Edition license detailed above also enables 8 ports for generic TTS IP Office Configuration Changes In addition to the changes for centralized voicemail configuration See below and licensing see above the following additional changes have been made for voicemail operation in IP Office Release 6 system configurations e Voicemail SIP URI Settings 83 gt SIP URI values Name Display Name Contact and Anonymous are available for voicemail on systems with SIP or SCN connections These values can be used when voicemail makes calls using SIP trunks or to SIP extension devices Voicemail Pro Installation and Maintenance Page 11 IP Office Release 6 15 601063 Issue 22e 16 May 2010 Centralized Voicemail In addition to the support for IP Office control fallback added in IP Office Release 5 the following additional options are now supported within a Small Community Network using IP Office Release 6 and Voicemail Pro 6 0 e Backup Voicemail Server 55 An additional Voicemail Pro server can be installed The address of this server is entered in

Avaya 5402 IP Phone User Manual

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