Voicemail Pro 3.0
Installation & Maintenance
40DHB0002USAW Issue 13i (15th January 2005)
Table of Contents
Voicemail .................................................................................................................................. 11
Overview of Voicemail Pro ....................................................................................................................... 11
What's New in Voicemail Pro 3.0.............................................................................................................. 12
Voicemail Pro Features ............................................................................................................................ 13
Voicemail Pro Components ...................................................................................................................... 14
Number of Simultaneous Voicemail Users ............................................................................................... 15
User, Group and Mailbox Names ............................................................................................................. 16
Language Support .................................................................................................................................... 17
The Voicemail Console............................................................................................................................. 18
Planning Forms ........................................................................................................................................ 19
System Planning Form......................................................................................................................... 19
Voicemail Pro Installation ....................................................................................................... 25
Installation Requirements ......................................................................................................................... 25
General Requirements......................................................................................................................... 25
PC Specification................................................................................................................................... 25
Network................................................................................................................................................ 26
Disk Space........................................................................................................................................... 26
Web Server Operation ......................................................................................................................... 26
Voicemail Email Connection ................................................................................................................ 27
IMS Pro Connection............................................................................................................................. 27
CCC Operation .................................................................................................................................... 27
VRL Operation ..................................................................................................................................... 27
Voicemail Pro Licenses ............................................................................................................................ 28
Upgrading from Voicemail Lite ................................................................................................................. 29
Upgrading an Existing Voicemail Pro System .......................................................................................... 30
1. Backing Up the Existing Voicemail Pro Database & Registry .......................................................... 30
2. Uninstall Voicemail Pro .................................................................................................................... 30
3. Upgrade Installation ......................................................................................................................... 30
4. Restoring the Voicemail Pro Database & Registry .......................................................................... 31
Voicemail Pro Installation Types .............................................................................................................. 32
Basic/Typical Installation ........................................................................................................ 33
Basic Voicemail Pro (Compact) Software Installation .............................................................................. 33
Voicemail Pro with Web Campaigns (Typical) Software Installation ........................................................ 39
Windows 2003 ..................................................................................................................................... 39
Voicemail Pro Install ............................................................................................................................ 39
Starting the Voicemail Pro Server ............................................................................................................ 46
Running the Service as a Console ........................................................................................................... 47
Voicemail Email Installation.................................................................................................... 49
Overview of Voicemail Email Installation.................................................................................................. 49
Installing Voicemail Pro for SMTP Voicemail Email.................................................................................. 50
Installing Voicemail Pro for MAPI Voicemail Email as a Domain Member ............................................... 51
Creating a Voicemail Domain Account ................................................................................................ 51
Configuring Outlook ............................................................................................................................. 52
Installing the Voicemail Pro Software .................................................................................................. 53
Installing Voicemail Pro for MAPI Voicemail Email as a Work Group Member ........................................ 54
Create a Voicemail User Account ........................................................................................................ 54
Configuring Outlook Express for Internet Mail ..................................................................................... 54
Configuring Outlook for Internet Mail ................................................................................................... 55
Configuring Outlook for Exchange Server ........................................................................................... 56
Installing the Voicemail Pro Software .................................................................................................. 57
Switching the Voicemail Pro to MAPI Operation.................................................................................. 57
Changing SMTP and MAPI Settings ........................................................................................................ 58
Switching Between MAPI and SMTP/Entering MAPI Settings............................................................. 58
Changing the SMTP Email Account Settings....................................................................................... 59
Installation & Maintenance
Voicemail Pro 3.0
Page iii
40DHB0002USAW Issue 13i (15th January 2005)
Table Of Contents
Voicemail Email User and Group Configuration ....................................................................................... 60
Manager Settings................................................................................................................................. 60
User Configuration ............................................................................................................................... 61
Play Configuration Menu Action........................................................................................................... 61
What Voicemail Email Messages Look Like ............................................................................................. 61
The Voicemail Pro Email Action ............................................................................................................... 62
IMS Installation......................................................................................................................... 63
Integrated Messaging Service (IMS) ........................................................................................................ 63
IMS Limitations .................................................................................................................................... 64
IMS Components ................................................................................................................................. 64
IMS Installation Alternatives................................................................................................................. 65
1. Before Installing IMS ............................................................................................................................ 66
2. Installing the IMS & Voicemail Pro Software ........................................................................................ 67
3. Switching Voicemail Pro to MAPI ......................................................................................................... 74
4. Associating Voice Mailboxes to Email Addresses ................................................................................ 75
5. Installing the IMS Client Software......................................................................................................... 76
5a. IMS Client PC Requirements ......................................................................................................... 76
5b. Installation Process........................................................................................................................ 77
6. Checking & Observing IMS Operation.................................................................................................. 78
Networked Messaging Install (VPNM) .................................................................................... 79
Voicemail Pro Networked Messaging ....................................................................................................... 79
Requirements for VPNM........................................................................................................................... 80
Installing Voicemail Pro Software with VPNMSupport.............................................................................. 81
Configuring VPNM Accounts on Voicemail Pro ........................................................................................ 87
Test Setup ................................................................................................................................................ 88
IP Office to Avaya Interchange................................................................................................................. 89
Configure the Avaya Intuity Audix........................................................................................................ 89
Configure the Avaya Interchange ........................................................................................................ 90
Configure a DNS Server ...................................................................................................................... 93
Verification & Troubleshooting ............................................................................................................. 94
Centralized Voicemail Installation .......................................................................................... 97
Centralized Voicemail Pro ........................................................................................................................ 97
Planning Requirements........................................................................................................................ 98
Restrictions .......................................................................................................................................... 98
Licensing.............................................................................................................................................. 99
Additional Notes................................................................................................................................... 99
Setting Up Centralized Voicemail Pro .................................................................................................... 100
Text to Speech Installation.................................................................................................... 101
Text to Speech ....................................................................................................................................... 101
Installing Generic Text to Speech........................................................................................................... 102
Installing Avaya Text to Speech ............................................................................................................. 102
Configuring TTS Speech ........................................................................................................................ 102
Using the Speak Text Action .................................................................................................................. 103
TTS SAPI Controls ................................................................................................................................. 104
Entering XML Tags ............................................................................................................................ 104
Example SAPI XML Tags .................................................................................................................. 105
Email Reading ........................................................................................................................................ 107
Voicemail Pro Configuration................................................................................................. 109
System Preferences ............................................................................................................................... 109
Within the Voicemail Pro Client.......................................................................................................... 109
Within the Windows Control Panel..................................................................................................... 109
Control Panel Options ............................................................................................................................ 110
System Settings ................................................................................................................................. 110
Path Setting ....................................................................................................................................... 110
Email Settings .................................................................................................................................... 111
Installation & Maintenance
Voicemail Pro 3.0
Page iv
40DHB0002USAW Issue 13i (15th January 2005)
Table Of Contents
SMTP Email Settings ......................................................................................................................... 112
User Management ............................................................................................................................. 113
System Preferences ............................................................................................................................... 114
System Preferences: General............................................................................................................ 114
System Preferences: Directories ....................................................................................................... 115
MAPI System Preferences................................................................................................................. 116
System Preferences: Housekeeping.................................................................................................. 117
SNMP Alarm ...................................................................................................................................... 118
VPNM Preferences ............................................................................................................................ 119
IP Office Configuration .......................................................................................................... 121
IP Office Configuration ........................................................................................................................... 121
System Configuration ............................................................................................................................. 122
Using Voicemail to Give Error Messages ............................................................................................... 123
User Configuration................................................................................................................. 125
User Configuration.................................................................................................................................. 125
User Source Number Configuration ....................................................................................................... 126
Voicemail Reception/Operator................................................................................................................ 126
Routing Calls to Voicemail.................................................................................................... 127
Transferring Callers to Voicemail ........................................................................................................... 127
Routing User Calls to Voicemail ............................................................................................................. 127
Transfer Calls to Voicemail..................................................................................................................... 128
Using Short Codes to Access Voicemail ................................................................................................ 128
Using VM: to Access Voicemail .............................................................................................................. 129
VM: versus Short Codes? .................................................................................................................. 129
Voicemail Telephone Numbers .............................................................................................................. 130
Voicemail Lite and Pro ....................................................................................................................... 130
Voicemail Pro Start Points ................................................................................................................. 130
Example Call Flow: SelfSelect Module................................................................................................... 131
The Voicemail Pro Module................................................................................................................. 131
Creating a Matching Short Code........................................................................................................ 132
Using the Module ............................................................................................................................... 132
Accessing Voicemail Remotely ............................................................................................ 133
Overview of Remote Access .................................................................................................................. 133
Access Voicemail from Another Extension............................................................................................. 133
Access from Any Extension for All Users ............................................................................................... 133
Access from Any Extension for a Specific User ..................................................................................... 134
Access from a Trusted Extension........................................................................................................... 134
Accessing Voicemail from an External Location..................................................................................... 134
Direct Access from a Trusted External Location .................................................................................... 134
Voicemail Pro Callback (Outcalling) ....................................................................................................... 135
1. Setting Up the Callback Call Flow.................................................................................................. 135
2. Setting the User's Callback Number .............................................................................................. 136
Using a Play Configuration Menu Action ................................................................................................ 136
Hunt Groups ........................................................................................................................... 137
Hunt Group Voicemail ............................................................................................................................ 137
Hunt Group Configuration....................................................................................................................... 138
Hunt Group Message Waiting Indication ................................................................................................ 139
Hunt Group Message Waiting Indication ................................................................................................ 140
Configuring Group Broadcast ................................................................................................................. 141
Accessing Hunt Group Voicemail Using a Short Code........................................................................... 142
Out of Hours Operation .......................................................................................................................... 143
Hunt Group Queuing .............................................................................................................................. 144
Customizing Queuing ............................................................................................................................. 145
Changing the Greetings ..................................................................................................................... 145
Call Flow Customization .................................................................................................................... 145
Installation & Maintenance
Voicemail Pro 3.0
Page v
40DHB0002USAW Issue 13i (15th January 2005)
Table Of Contents
Example Call Flow Using $POS ............................................................................................................. 146
Using the Voicemail Pro Client ............................................................................................. 147
Overview of Voicemail Pro ..................................................................................................................... 147
The Voicemail Pro Screen...................................................................................................................... 148
Starting Voicemail Pro ............................................................................................................................ 148
Toolbar Icons.......................................................................................................................................... 149
Start Points ............................................................................................................................................. 150
Adding a Start Point ........................................................................................................................... 151
Short Code Start Points ..................................................................................................................... 151
Editing a Start Point ........................................................................................................................... 151
Deleting a Start Point ......................................................................................................................... 151
Renaming a User, Group or Short Code............................................................................................ 151
Default Start Points................................................................................................................................. 152
Actions.................................................................................................................................................... 153
Adding an Action................................................................................................................................ 153
Editing an Action ................................................................................................................................ 153
Deleting an Action.............................................................................................................................. 153
Connections............................................................................................................................................ 154
Adding a Connection.......................................................................................................................... 154
Deleting a Connection........................................................................................................................ 154
Saving and Making Live ......................................................................................................................... 155
Importing and Exporting ......................................................................................................................... 155
Including Other Files............................................................................................................................... 155
Viewing As Text...................................................................................................................................... 155
User Defined Variables........................................................................................................................... 156
System Variables.................................................................................................................................... 157
Using Variables.................................................................................................................................. 157
Recording Prompts................................................................................................................................. 158
Recording Prompts ............................................................................................................................ 158
Wave Editor ....................................................................................................................................... 158
Voicemail Pro Actions ........................................................................................................... 159
Overview of Actions................................................................................................................................ 159
Available Actions .................................................................................................................................... 160
Standard Action Tabs ............................................................................................................................. 163
General Tab ....................................................................................................................................... 163
Entry Prompts Tab ............................................................................................................................. 163
Specific Tab ....................................................................................................................................... 163
Reporting Tab .................................................................................................................................... 164
Results Tab........................................................................................................................................ 164
Basic Actions .......................................................................................................................................... 165
Generic Action ................................................................................................................................... 165
Speak Text Action.............................................................................................................................. 165
Menu Action ....................................................................................................................................... 165
Goto Action ........................................................................................................................................ 166
Disconnect Action .............................................................................................................................. 166
Home Action ...................................................................................................................................... 166
Module Return Action ........................................................................................................................ 166
Mailbox Actions ...................................................................................................................................... 167
Get Mail Action................................................................................................................................... 167
Leave Mail Action............................................................................................................................... 167
Listen Action ...................................................................................................................................... 168
Voice Question Action........................................................................................................................ 168
Campaign Action................................................................................................................................ 169
Configuration Actions ............................................................................................................................. 170
Edit Play List Action ........................................................................................................................... 170
Record Name Action.......................................................................................................................... 170
Play Configuration Menu Action......................................................................................................... 171
Installation & Maintenance
Voicemail Pro 3.0
Page vi
40DHB0002USAW Issue 13i (15th January 2005)
Table Of Contents
Select System Prompt Language Action ........................................................................................... 171
Telephony Actions .................................................................................................................................. 172
CLI Routing Action ............................................................................................................................. 172
Route Incoming Call Action................................................................................................................ 172
Route by Call Status .......................................................................................................................... 172
Transfer Action................................................................................................................................... 172
Whisper Action................................................................................................................................... 173
Call List Action ................................................................................................................................... 173
Dial by Name Action .......................................................................................................................... 174
Conferencing Center Action............................................................................................................... 175
Assisted Transfer Action .................................................................................................................... 175
Alphanumeric Action .......................................................................................................................... 176
Miscellaneous Actions ............................................................................................................................ 177
eMail Action ....................................................................................................................................... 177
Open Door Action .............................................................................................................................. 177
Alarm Set Action ................................................................................................................................ 177
Clock Action ....................................................................................................................................... 177
Post Dial Action.................................................................................................................................. 178
VB Script Action ................................................................................................................................. 178
Remote Call Flow............................................................................................................................... 179
Condition Actions.................................................................................................................................... 180
Test Condition Action......................................................................................................................... 180
Set User Variable Action.................................................................................................................... 180
Test User Variable Action .................................................................................................................. 180
Check Digits Action............................................................................................................................ 181
Database Actions ................................................................................................................................... 182
Database Open Action....................................................................................................................... 182
Database Execute Action................................................................................................................... 182
Database Get Data Action ................................................................................................................. 183
Database Close Action ...................................................................................................................... 183
Queue Actions ........................................................................................................................................ 184
Queue ETA Action ............................................................................................................................. 184
Queue Position Action ....................................................................................................................... 184
Using Modules ....................................................................................................................... 185
Introduction to Modules .......................................................................................................................... 185
Creating a Module.............................................................................................................................. 185
Adding a Module to a Start Point ....................................................................................................... 185
Importing and Exporting Modules ...................................................................................................... 185
Running a Module Directly from a Short Code ....................................................................................... 186
Running a Module Directly from an External Call ................................................................................... 186
Conditions Editor ................................................................................................................... 187
Conditions............................................................................................................................................... 187
Using the Conditions Editor .................................................................................................................... 188
Adding a Condition............................................................................................................................. 188
Adding Elements to a Condition......................................................................................................... 188
Editing Elements and Conditions ....................................................................................................... 188
Changing a Condition's Logical Setting ............................................................................................. 188
Deleting Elements and Conditions..................................................................................................... 188
Available Condition Elements ................................................................................................................. 189
Calendar ............................................................................................................................................ 189
Week Planner .................................................................................................................................... 189
Condition............................................................................................................................................ 189
Compare ............................................................................................................................................ 189
Campaigns.............................................................................................................................. 191
Introduction to Campaigns...................................................................................................................... 191
Campaign Web Access .......................................................................................................................... 191
Adding, Modifying & Deleting Campaigns .............................................................................................. 192
Installation & Maintenance
Page vii
Voicemail Pro 3.0
40DHB0002USAW Issue 13i (15th January 2005)
Table Of Contents
Customer Prompts.................................................................................................................................. 192
Customer Menu ...................................................................................................................................... 193
Campaign Identification .......................................................................................................................... 193
Accessing a Campaign........................................................................................................................... 194
Recording Calls...................................................................................................................... 195
Recording Calls ...................................................................................................................................... 195
Switching the Recording Warning On/Off ............................................................................................... 196
Changing the Maximum Recording Length ............................................................................................ 196
Manual Call Recording ........................................................................................................................... 197
Setting the Destination for User Recordings...................................................................................... 197
Triggering Manual Call Recording ..................................................................................................... 198
Customizing Manual Recording ......................................................................................................... 200
Automatic Call Recording ....................................................................................................................... 201
Setting the Record Times, Frequency and Destination ..................................................................... 201
Hide Auto Record Indication .............................................................................................................. 201
Customizing Auto Recording ............................................................................................................. 202
Voice Recording Library (VRL)............................................................................................................... 203
Fax Operation......................................................................................................................... 205
Voicemail Pro Fax Operation.................................................................................................................. 205
Setting the Voicemail Pro System Fax Number ..................................................................................... 205
Setting a Mailbox Fax Number ............................................................................................................... 206
Routing Fax Calls Using a Menu Action ................................................................................................. 206
Fax Servers ............................................................................................................................................ 207
Introduction ........................................................................................................................................ 207
IP Office Configuration....................................................................................................................... 208
Voicemail Pro Configuration .............................................................................................................. 209
Domain User Account Requirements................................................................................................. 210
GFI FaxMaker .................................................................................................................................... 211
Faxination .......................................................................................................................................... 223
Zetafax ............................................................................................................................................... 235
RightFax............................................................................................................................................. 247
IVR Database Connection ..................................................................................................... 259
IVR: Connecting Voicemail Pro to a Database....................................................................................... 259
Example.................................................................................................................................................. 260
Example Database Scenario ............................................................................................................. 260
1. Retrieving Data from the Database................................................................................................ 261
2. Returning Data from the Database ................................................................................................ 265
Enter Details into the Database ......................................................................................................... 267
Mailbox User Controls ........................................................................................................... 269
Mailbox User Controls ............................................................................................................................ 269
Telephony Operation Mode .................................................................................................................... 270
Automatic Message Deletion - Housekeeping........................................................................................ 271
Personal Distribution Lists ...................................................................................................................... 272
TTY Support ........................................................................................................................... 273
Voicemail Pro TTY Prompts ................................................................................................................... 273
Installing Voicemail Pro TTY Prompts ............................................................................................... 273
User Configuration.................................................................................................................................. 274
Changing the User Locale ................................................................................................................. 274
Mailbox Access .................................................................................................................................. 274
Voicemail Pro Customization.................................................................................................................. 275
Simple Mailbox Customization........................................................................................................... 275
Complex Mailbox Customization........................................................................................................ 276
Dial by Name .......................................................................................................................... 277
Voicemail Pro Dial by Name................................................................................................................... 277
Example Dial by Name Call Flow ........................................................................................................... 278
Installation & Maintenance
Voicemail Pro 3.0
Page viii
40DHB0002USAW Issue 13i (15th January 2005)
Table Of Contents
Adding a Record Name Module ............................................................................................................. 279
Using the Name Table............................................................................................................................ 280
Changing Full Names ............................................................................................................................. 280
Language Switching .............................................................................................................. 281
Voicemail Pro Language Switching ........................................................................................................ 281
Automatic Fallback Language Selection ................................................................................................ 282
Using the Select System Prompt............................................................................................................ 283
Switching Custom Prompts - Using $LOC.............................................................................................. 284
VBScript.................................................................................................................................. 285
VB Script Action...................................................................................................................................... 285
Properties ............................................................................................................................................... 285
Internal Variables ............................................................................................................................... 285
VBScript Properties ................................................................................................................................ 286
CallingParty Property ......................................................................................................................... 286
EstimatedAnswer Property ................................................................................................................ 286
LastAccessedMsg Property ............................................................................................................... 286
Locale Property.................................................................................................................................. 287
Name Property................................................................................................................................... 287
NewMsgs Property............................................................................................................................. 287
OldMsgs Property .............................................................................................................................. 288
PositionInQueue Property.................................................................................................................. 288
Result Property .................................................................................................................................. 288
SavedMsgs Property.......................................................................................................................... 289
SavedResult Property ........................................................................................................................ 289
Variable Property ............................................................................................................................... 289
VBScript Methods................................................................................................................................... 290
ForwardMsg Method .......................................................................................................................... 290
ForwardMsgToMailbox Method ......................................................................................................... 291
FullFilename Method ......................................................................................................................... 291
GetCallingParty Method..................................................................................................................... 292
GetDTMF Method .............................................................................................................................. 292
GetEstimatedAnswer Method ............................................................................................................ 292
GetExtension Method ........................................................................................................................ 293
GetLocale Method.............................................................................................................................. 293
GetMailbox Method............................................................................................................................ 293
GetMailboxMessage Method ............................................................................................................. 294
GetMailboxMessages Method ........................................................................................................... 294
GetMessagePriority Method .............................................................................................................. 294
GetMessagePrivate Method .............................................................................................................. 295
GetMessageStatus Method ............................................................................................................... 295
GetName Method............................................................................................................................... 295
GetNewMsgs Method ........................................................................................................................ 296
GetOldMsgs Method .......................................................................................................................... 296
GetPositionInQueue Method.............................................................................................................. 296
GetRegister Method........................................................................................................................... 296
GetResult Method .............................................................................................................................. 297
GetSavedMsgs Method ..................................................................................................................... 297
GetSavedResult Method.................................................................................................................... 297
GetVariable Method ........................................................................................................................... 297
MessageCLI Method.......................................................................................................................... 298
MessageDisplay Method.................................................................................................................... 298
MessageLength Method .................................................................................................................... 298
MessageTime Method ....................................................................................................................... 299
PlayDigits Method .............................................................................................................................. 299
PlayLocaleWav Method ..................................................................................................................... 300
PlayWav Method................................................................................................................................ 301
RecordMsg Method............................................................................................................................ 303
Installation & Maintenance
Voicemail Pro 3.0
Page ix
40DHB0002USAW Issue 13i (15th January 2005)
Table Of Contents
RecordRegister Method ..................................................................................................................... 303
Register Method................................................................................................................................. 304
SetLocale Method .............................................................................................................................. 304
SetMailboxMessage Method.............................................................................................................. 304
SetRegister Method ........................................................................................................................... 305
SetResult Method .............................................................................................................................. 305
SetSavedResult Method .................................................................................................................... 305
SetVariable Method ........................................................................................................................... 306
Speak Method.................................................................................................................................... 306
Appendix A: Prompts ............................................................................................................ 307
US English Intuity Prompts..................................................................................................................... 307
English Non-Intuity Prompts ................................................................................................................... 319
Index........................................................................................................................................ 327
Installation & Maintenance
Voicemail Pro 3.0
Page x
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail
Overview of Voicemail Pro
This document covers the installation and administration of Voicemail Pro on IP Office. Currently this
includes the following:
•
Voicemail Pro
This voicemail program requires an IP Office licence key to run. It builds on Voicemail Lite by
offering a high degree of customization for any mailbox. Voicemail Pro consists of both a server
program and a client for administration of the server.
•
Unlicensed Voicemail Pro will run for two hours in order to allow demonstration and
testing. A license is required for continuous operation.
•
Voicemail Email
The Voicemail Pro can use SMTP or MAPI to send email alerts when a user has new messages
within their mailbox.
•
IMS: Integrated Messaging System
Included within Voicemail Pro software but requires its own IP Office license key. Works with a
customer's Microsoft Exchange server to provide synchronized voicemail and email mailbox
operation.
•
Centralized Voicemail Pro
Within an IP Office small community network (SCN), Voicemail Pro can be used to provide
mailbox services to remote IP Office systems.
•
Database Connection
The Voicemail Pro can be licensed to read and write data to databases. The values of data
returned can be used to alter the call flow.
•
Text to Speech (TTS)
The Voicemail Pro server can speak text, entered within the call flow or contained within
variables. Combined with database operation this allows the development of IVR applications.
Note: The IP Office can only interact with one voicemail server at any time. If more than one voicemail
server is installed on a network this may cause problems.
Installation & Maintenance
Voicemail Pro 3.0
Page 11
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
What's New in Voicemail Pro 3.0
The following is a listing of the major features added in Voicemail Pro 3.0.
•
IP Office Wizard Interaction
Call flows created on the IP Office Wizard can be added to the Voicemail Pro's call flows.
•
To achieve this two new items has been added. VMPro User Management is used to
define user name and password control for access to the server from the IP Office Wizard
application.
•
The Remote Call Flow Action is used to define where the Wizard call flow is used.
•
Personal Distribution Lists (also called Mailing Lists)
These allow Intuity mode mailbox users to create mailbox distribution lists for use when
forwarding or sending a message. Each mailbox can have up to 20 distribution lists, each
containing up to 360 mailbox destinations. Lists marked as public can be used by other mailbox
users.
•
Group Broadcast Messaging
If selected, when a hunt group mailbox receives a new message, that message is copied and
forwarded to the individual mailbox of all group members.
•
Voice Recording Library
The Voicemail Pro supports the transfer of call recordings to a third-party Voice Recording
Library (VRL) application, currently Contact Store for IP Office. This application maintains a
searchable library of recordings and can archive recordings onto DVD. Installation and operation
of VRL is licensed. See Voice Recording Library. Changes are:
•
•
VRL can be selected as a destination for Leave Mail actions.
•
A Max. Record Time (secs) setting is available on the General tab of System
Preferences.
Within the IP Office, VRL can be selected as the destination for automatic and/or manual
recording of a user's calls.
•
SNMP Alarm
In cases where the IP Office has been configured to send SNMP Alarms, the Voicemail Pro can
inform the IP Office to send an alarm when its remaining disk space passes below a set
threshold. See SNMP Alarm.
•
Post Dial Group Page
The Post Dial action can now be used to play a .wav file to a group extension number.
•
Combined CCC/Voicemail Pro Server Operation
Both the CCC and Voicemail Pro server have been tested and are now supported on the same
server. This is for a maximum of 20 CCC agents and 8 voicemail ports only. The PC requirement
is a Windows 2000/2003 Server OS on a Pentium 4 2.8GHz with 512MB RAM and 10GB harddisk minimum.
Installation & Maintenance
Voicemail Pro 3.0
Page 12
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail
Voicemail Pro Features
Voicemail Pro is a licensed version of voicemail for IP Office. It builds on Voicemail Lite in a number of
ways:
•
Support for more than 4 simultaneous voicemail users (maximum 2 only on IP401) depending on
licenses entered. See Number of Simultaneous Voicemail Users.
•
Support for Intuity mode mailbox operation as default.
•
Customization can be applied to the defaults for all or specific users and hunt groups and to
access via custom short codes.
•
The maximum recordable length of messages can be changed from the fixed 120 second limit of
Voicemail Lite.
•
Automatic call recording (Voice Recording) for selected Users, Hunt Groups and CLI's allows the
automatic recording of calls. This is setup through the Manager application.
•
Campaigns allow a sequence of messages to be played to a caller and the caller's response to
those question (spoken and/or telephone key presses) are recorded. The sets of response can
then be accessed and action by call agents.
•
Integrated Messaging System (IMS) adds sophisticated voicemail to email integration.
Installation & Maintenance
Voicemail Pro 3.0
Page 13
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Voicemail Pro Components
Voicemail Pro consists of a number of software components listed below.
•
Voicemail Pro CDs
Voicemail Pro is supplied on CD.
•
Voicemail Pro 3.0 is supplied on two CD's. The first CD contains the Voicemail Pro
program. The second CD contains Avaya IP Office ContactStore.
•
The standard Voicemail Pro 3.0 CD includes the software components for generic TTS.
Voicemail Pro ScanSoft TTS is supplied on a separate set of 5 CD's.
•
IP Office Licenses
Entered into the configuration of the IP Office system. Required to activate Voicemail Pro, then
number of ports available and various other features.
•
IP Office Feature Key Dongle
Licence keys are issued against and validated against the unique serial number of the feature
key dongle installed with the IP Office.
•
Feature Key Server
For USB and parallel port feature key dongles, the dongle must be installed on a PC
running the IP Office Feature Key Server application. This is not required for a serial port
feature key dongle which plugs directly into the 9-pin serial port of suitable IP Office
control unit.
•
Voicemail Pro Server
Runs on the Server PC and provide voicemail facilities to the IP Office.
•
Voicemail Pro Service
On Windows 2000/XP/2003 the Voicemail Pro Server installs as a Service. This provides greater
reliability and resilience.
•
Voicemail Pro Client
This is the interface used to configure the Voicemail Pro server.
•
IMS Server & Administration Tool
IMS (Integrated Messaging System) provides sophisticated voicemail and email integration
between the Voicemail Pro Server and Microsoft Exchange. IMS consists of a number of
components.
•
•
IMS Voice Service and Gateway Service
These are installed onto the Voicemail Pro Server PC.
•
IMS Administration Tool
Installs onto the Voicemail Pro Server PC. Can be installed on another networked PC if
required.
•
IMS Client Package
Each IMS user requires an IMS client installed on their PC.
Campaign Web Component
Allows agents to access campaign messages through Microsoft Internet Explorer 5 or higher (not
Netscape).
Installation & Maintenance
Voicemail Pro 3.0
Page 14
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail
Number of Simultaneous Voicemail Users
All connections between the voicemail server (Pro or Lite) 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
Data
Channels
Maximum for
Voicemail Lite
Maximum for
Voicemail Pro
IP401
2
2
2
IP403
18
4
10
IP406 V1
24
4
20
IP406 V2
40
4
20
IP412
100
4
30
Up to 18
4
10
Small Office Edition
•
•
Voicemail Pro Licenses
The actual number of ports available on Voicemail Pro is controlled by license keys entered
through the Manager application. See License Keys.
•
The Voicemail Pro license enables 4 ports (2 only on IP401).
•
Additional Voicemail Pro licenses can be added to enable further ports up to the
maximum shown above.
Data Channels
The IP Office may support a higher number of data channels. The figures shown above are the
maximum that can be simultaneously used for voicemail operation.
•
•
Note: The IP Office telephone system uses data channels for functions other that
voicemail connections. This may reduce the number of data channels available for
voicemail.
VoIP/VCM Channels
Though linked to the IP Office via a LAN connection, voicemail does not use VoIP VCM
channels. The Voicemail Server is seen as a device on the IP Office's TDM telephony interface.
•
Calls to/from voicemail involving non-IP trunks and extensions do not use VCM channels.
•
Calls to/from voicemail from IP trunks and extensions do use a VCM channel.
Installation & Maintenance
Voicemail Pro 3.0
Page 15
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
User, Group and Mailbox Names
The voicemail server creates mailboxes based on the user and hunt group names entered in the IP
Office Manager application. Whenever either the voicemail server or the Control Unit restart, new
mailboxes are created for any new names found.
This method of operation has the following consequences:
•
WARNING: Mailboxes are based on names
For all users and groups, if their name is changed, they may no longer be associated with their
former mailbox and any associated Voicemail Pro start points.
•
WARNING: Voicemail is case sensitive
Voicemail is case sensitive. If a mailbox or start point name is entered incorrectly within a
Manager or Voicemail Pro, the intended operation will not occur and the call may be
disconnected.
•
WARNING: Voicemail removes spaces at the end of mailbox names
If spaces are left at the end of a mailbox user's name within Manager, when Voicemail creates
the mailbox, 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.
Installation & Maintenance
Voicemail Pro 3.0
Page 16
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail
Language Support
The voicemail system will attempt to provide prompts to callers and mailbox users based on the Locale
set in the IP Office Manager application's System form.
If the necessary set of language prompts are not available, the nearest available match is used. See
Voicemail Pro Language Switching.
Individual users can have their own Locale setting. Voicemail will then provide them with appropriate
language prompts if available. This is done either through the Manager application's User form or
through the language choice on some telephones (refer to the appropriate telephone User Guides).
The following languages can be installed with Voicemail Pro:
•
Chinese.
•
Japanese.
•
Danish.
•
Korean.
•
Dutch.
•
Norwegian.
•
English (UK).
•
Polish.
•
English (US).
•
Portuguese.
•
Finnish.
•
Portuguese Brazilian.
•
French.
•
Russian.
•
French (Canadian).
•
Spanish.
•
German.
•
Spanish (Latin).
•
Greek.
•
Swedish.
•
Hungarian.
•
TTY (see below).
•
Italian.
•
Supported Languages and Countries
The availability of a language within voicemail does not necessarily indicate support for IP Office
in a country that uses that language. Contact your local Avaya office for details of which countries
support IP Office.
•
TTY:
TTY appears in the list of installable languages. TTY is a text based system used to provide
service to the hearing impaired. See Voicemail Pro TTY Prompts
Installation & Maintenance
Voicemail Pro 3.0
Page 17
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
The Voicemail Console
On Windows 2000, 2003 and XP, Voicemail Pro installs as a service which automatically starts.
However, on Windows 98, Voicemail Pro installs as a server program and that program must be running
for voicemail to operate.
The server program provides a console window that allows you to see messages between the voicemail
server and the IP Office. The nature of the messages may be useful in diagnosing problems. The
Voicemail Pro Service can be run in console mode if required for diagnostics, see Running the Service
as a Console
The console provides a number of commands. These commands only affect the display of messages
within the console window and do not alter the voicemail server operation in any way.
•
Freeze
Halt the display of further messages. This is the default condition of the console when started.
•
Run
Start the display of messages.
•
Clear
Clear the display of messages.
•
Campaigns
Displays messages relating to campaigns.
Installation & Maintenance
Voicemail Pro 3.0
Page 18
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail
Planning Forms
System Planning Form
Completing the details within this form will help ensure a successful installation and implementation of
Voicemail Pro. It may be necessary for both the customer and the installer to go through this form
several times before installation.
A. Contacts
1. Principal Customer Contact: ____________________
(This should be someone nominated by the customer able to approve installation decisions and
choices).
•
Telephone: ________________
•
Fax: _________________
•
Email: ________________________
2. Customer Technical Contact: _____________________
(This should be someone familiar with the existing data/telephony systems and able to arrange or
authorize items such as PC User accounts, server reboots, etc).
•
Telephone: ________________
•
Fax: _________________
•
Email: ________________________
3. Target Service Date: ________________________
B. General
1. Site Name: __________________________
2. Address: _________________________________________________________
3. Normal Business Hours: _____________________________________________
4. IP Office system type:
•
! IP401 (2), ! Small Office Edition (10), ! IP403 (10), ! IP406 V1 (20), ! IP406 V2
(20), ! IP412 (30).
4. Number of Simultaneous Voicemail Accesses Required: _____
(Cannot exceed figure in brackets for the IP Office system type above).
5. Mailbox Operation Mode: ! Intuity emulation mode (default), ! IP Office mode.
6. Upgrading from existing Voicemail Lite? ! Yes / ! No
•
Is existing VM Lite server PC being reused for VM Pro? ! Yes / ! No.
PC Spec: __________________________________
7. Internal Fax Extension Number: ______________________
(Voicemail Pro can be set to forward fax calls to this number)
8. Play advice on call recording: ! Yes / ! No
Installation & Maintenance
Voicemail Pro 3.0
Page 19
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
C. Message Storage Required
1. Number of users: _____
2. Number of hunt groups: _______
3. Maximum Message Length in minutes: _______ (Default is 2 minutes)
4. Average number of messages per mailbox: _______
5. Minimum message storage space required ((1+2) x 3 x 4) = ___________ MB.
D. Housekeeping Settings
1. Delete new messages after: ____ Hours (Default 0 = Never).
2. Delete old messages after: ____ Hours (Default 720 = 30 days).
3. Delete saved messages after: ____ Hours (Default 0 = Never).
4. Delete unopened messages: ____ Hours (Default 0 = Never).
E. Language Support Required
Note: By default the installation software will always install either English (UK) or English (US) in addition
to the selected installation language.
1. ! Chinese, ! Danish, ! Dutch, ! English (UK), ! English (US), ! Finnish, ! French,
! French (Canadian), ! German, ! Greek, ! Hungarian, ! Italian, ! Japanese, ! Korean,
! Norwegian, ! Polish, ! Portuguese, ! Portuguese Brazilian, ! Russian, ! Spanish,
! Spanish (Latin), ! Swedish.
F. Installation Summary
1. IP Office: ! Already installed, ! New install.
2. IP Office Manager: ! Already installed, ! New install/Move to VMPro server.
3. Feature Key: ! Already installed, ! New install/Move to VMPro server.
4. Voicemail Pro Components:
•
! Upgrade Voicemail Lite
•
! Web Campaigns
•
•
! Install Web Server on VM Pro server PC.
! Voicemail Email
•
! MAPI
•
! SMTP
•
! IMS
•
! TTS
•
! TTS Email Reading
•
! Networked Messaging
•
! Install SMTP Server on VM Pro server PC.
Installation & Maintenance
Voicemail Pro 3.0
Page 20
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail
G. Server PC Details
Use existing PC or new PC specific for purpose.
1. Processor Type and Speed: _________________
(Minimum recommended is a Pentium 4, 2.8GHz)
2. RAM:
•
! 256MB (Minimum recommended for standard voicemail).
•
! 512MB (Minimum recommended for voicemail plus IMS).
•
! 1GB (Minimum recommended for voicemail plus TTS and/or database IVR).
3. Hard Disk Size: ____________ GB
(Minimum recommended 500MB plus 50MB per language (see above) plus message storage
required as determined above.)
4. Operating System:
•
! Windows 2000, ! Windows 2003, ! Windows XP Professional.
5. IP Address: _ _ _ . _ _ _ . _ _ _. _ _ _ (A fixed IP address is recommended)
Subnet Mask: _ _ _ . _ _ _ . _ _ _. _ _ _
6. PC Physical Location: ______________________________
•
Is access controlled? ! Yes / ! No.
•
How?: _____________________________________
7. Power Socket Location: ________________________
8. UPS Supply Available?: ! Yes / ! No
9. Will the Server PC being used for other applications: ! Yes / ! No.
•
! IP Office Manager
•
! IP Office Feature Key Server
•
! IP Office Remote Access: _______________________
•
! Others: ______________________________________
Installation & Maintenance
Voicemail Pro 3.0
Page 21
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
H. License & Feature Keys
1. Does the site already have an IP Office Feature Key installed? ! Yes / ! No.
2. Feature Key Type:
•
! Serial Port Key, ! Parallel Port Key, ! USB Port Key.
3. Feature Key Serial Number: ________________________
4. If Feature Key not already installed, is installation planned to be part of the Voicemail Pro
installation? ! Yes / ! No.
•
If not a Serial Port Feature Key, please detail PC for Feature Key Server operation if
different from planned Voicemail Pro server PC: _____________________________
5. Licenses:
•
! Voicemail Pro (4 ports): _________________________ (Mandatory)
•
! Additional 2 ports: __________________________
•
! Additional 4 ports: __________________________
•
! Additional 8 ports: __________________________
•
! Additional 16 ports: __________________________
•
! Integrated Messaging (IMS): ______________________
•
! VB Scripting: _______________________
•
! Database Interface: _____________________
•
! TTS Generic: ________________________ (per simultaneous usage)
•
! TTS Scansoft: ________________________ (per simultaneous usage)
•
! Networked Messaging: _______________________
•
! VRL Recording Administrators: ____________________
I. Installation/Service Account
The Voicemail Pro should be installed using an account with full administrator rights to the server PC. It
is also recommended that the service run using that same account. A new user account called Voicemail
is recommended.
For installations where an exchange server is involved (MAPI Voicemail Email, IMS), configuration of a
matching exchange service account is recommended.
1. Account Verification: ! Domain server, ! Local PC.
2. Account created: ! Yes.
3. User name: _________________
4. Password: __________________
J. Web Campaign
Web campaigns requires a web server installed on the Voicemail Pro server PC.
•
Web Server: ! Xitami / ! Microsoft IIS.
•
Will web server installation be part of Voicemail Pro install: ! Yes / ! No.
•
If "No", who is installing the web server: _____________________
Installation & Maintenance
Voicemail Pro 3.0
Page 22
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail
K. Voicemail Email (Not IMS)
1. Will Voicemail Email be used? ! Yes / ! No.
(Answer No if IMS is planned).
2. Method of Email: ! SMTP (default) / ! MAPI.
3. Complete the appropriate section matching the email choice above: ! Yes.
4. Is there a list of which IP Office users will use Voicemail Email and their email addresses:
! Yes.
L. SMTP
SMTP email can be used for Voicemail Email operation and is the default for a Voicemail Pro installation.
1. SMTP Server Address: _______________________
(This must be the fully qualified domain name).
2. Port Number: ____ (Default 25).
3. Does the server require sender authentication: ! Yes / ! No.
If "Yes", confirm details:
•
Account/User Name: __________________
•
Password: _________________
•
Use Challenge Response Authentication: ! Yes / No
•
Account has been created: ! Yes.
M. MAPI
1. Method: ! via exchange server / ! via internet
2. MAPI Client: ! Outlook _____ / ! Outlook Express _______
N. IMS
1. Has a list of IP Office users and exchange server accounts be supplied: ! Yes.
O. TTS (Text to Speech)
1. TTS Required: ! Yes / ! No
2. TTS Languages Required:
•
Generic TTS: ! US English, ! Simplified Chinese
(These are installed by default as part of Voicemail Pro).
•
Avaya ScanSoft TTS: ! Chinese, ! Dutch, ! English (UK), ! English (US), ! French,
! German, ! Italian, ! Japanese, ! Korean, ! Norwegian, ! Portuguese Brazilian,
! Russian, ! Spanish, ! Spanish (Latin).
3. Maximum Number of Simultaneous TTS Usages: ___________
4. Do the choices for item 2 (Generic or Avaya ScanSoft) and 3 match the type and number
of licenses specified in the Licenses section? ! Yes.
Installation & Maintenance
Voicemail Pro 3.0
Page 23
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
P. VPNM (Voicemail Pro Networked Messaging)
VPNM requires an SMTP server to be installed on the Voicemail Pro server PC.
1. Has a VMPro Networked Messaging license key been obtained: ! Yes. (Refer to section H).
2. SMTP Server Software: _____________________
3. Who will install the SMTP server onto the Voicemail Pro Server PC? ______________
4. What will be the Voicemail Pro server PC's fully qualified domain name?
________________
5. Is there a list of the following for each remote site: ! Yes.
•
The fully qualified domain name of the remote sites Voicemail Pro server PC or Avaya
Interchange server.
•
The full name of each remote site user, their extension number and the full number to dial
to reach that user from the local site.
Q. Customization
Record details of any further customization and setup that the customer requires. For example any autoattendant call flow creation and routing.
Installation & Maintenance
Voicemail Pro 3.0
Page 24
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Installation Requirements
Check that the following requirements have been meet before proceeding with any installation.
General Requirements
•
If not already installed, an IP Office Feature Key Server must be installed. This can be installed
onto the same PC as the Voicemail Pro Server.
•
License for Voicemail Pro and any additional ports required, see License Keys.
•
If Voicemail Pro server is installed without a license it will run for 2 hours and then
shutdown.
•
License for all aspects of Voicemail Pro being installed.
•
IP Office Voicemail Pro CD.
•
Installation on the same PC as being used for IP Office Manager is recommended.
•
Switch off any PC and hard disk sleep, power down, suspend, hibernation modes.
PC Specification
The following configurations are supported. For maximum reliability Voicemail Pro is installed as a
service on an Windows 2000, 2003 or XP Professional.
•
Windows 2000 with Service Pack 3 or later and Internet Explorer 5.5 or later.
•
Windows XP Professional with Service Pack 2.
•
Windows 2003.
•
Use of the Large Fonts setting is not supported. Use of this option may cause options on some
screens to become inaccessible.
The minimum recommended PC specification is as follows. Using a PC with a lower specification may
degrade voicemail operation.
•
Voicemail Only
Pentium 4, 2.8GHz or equivalent with 256MB RAM.
•
Voicemail with IMS and/or Campaigns
Pentium 4, 2.8GHz or equivalent with 512MB RAM.
•
Voicemail with TTS and/or Database IVR:
Pentium 4, 2.8GHz or equivalent with 1024MB RAM.
•
A 100Mbps network card is strongly recommended.
•
The server PC must be dedicated to this task and located in a secure area.
•
It is acceptable that IP Office Manager and Feature Key server are run on the same PC
as Voicemail Pro server.
•
It is acceptable to run CCC server on the same PC though there are additional
restrictions. See the section on CCC Operation below.
Installation & Maintenance
Voicemail Pro 3.0
Page 25
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Network
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
via LAN switch. If this is not possible then the server should be directly connected to the IP Office
Control Unit.
•
•
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:
•
IP401, IP403 and IP406 (V1): Half duplex.
•
IP412: Use LAN1 and half duplex.
•
Small Office Edition and IP406 (V2): Full duplex.
•
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.
•
The PC should have a fixed IP address. Whilst PC's in a DHCP network may retain the same IP
address between reboots this is not guaranteed.
•
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 192.168.42.254 for devices that require fixed IP
addresses.
Disk Space
A compact or typical installation requires 500MB for the Voicemail Pro software. A full installation
requires up to 2GB of disk space.
However prompts and recorded messages consume an additional 1MB of disk space per minute.
•
For Avaya IP Office - Small Office Edition, you can expect to require at least 200 minutes of
message recording space, that is 200 MB.
•
For a busy environment you can expect to require at least 1,000 minutes of message recording
space, that is 1GB.
Web Server Operation
If web browser access to campaigns is required, one of the following web servers must be installed on
the server PC before Voicemail Pro. Note that both the Microsoft web server products run as services
and require Voicemail Pro to also run as a service, that is on Windows 2000, 2003 or XP.
•
Xitami Web Server.
•
Microsoft IIS Web Server.
•
Microsoft Personal Web Server.
Installation & Maintenance
Voicemail Pro 3.0
Page 26
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Voicemail Email Connection
Voicemail Email operation is supported using either MAPI or SMTP. MAPI requires the Voicemail Pro
server PC to have a MAPI compliant email client install. See Voicemail Email Integration.
If Text to Speech is installed, email text to speech is supported using MAPI. See Email Text to Speech.
In both cases above, full email sending from the server PC to users PC should be configured and tested
before Voicemail Pro installation using the same PC user account under Voicemail Pro will be installed.
IMS Pro Connection
IMS requires the Voicemail server to use MAPI.
Email Server:
•
MS Exchange 5, 5.5 and 2000.
•
An Exchange User account for user 'IMSAdmin' will be needed to as part of IMS installation.
•
Must be a member of the same Domain as Voicemail Pro Server.
•
A list equating Exchange User account names with voicemail box users.
CCC Operation
Voicemail Pro 3.0 has been tested and is supported on the same PC as CCC server provided the
following requirements are meet:
•
A maximum of 20 CCC agents are supported.
•
A maximum of 8 voicemail ports are supported.
•
The PC specification is:
•
•
Pentium 4, 2.8GHz or equivalent with 512MB RAM and a minimum 10GB hard disk
space.
•
Windows 2000 Server or Windows 2003 Server operating system.
The PC must also meet the requirements for CCC installation detailed in the CCC Installation
documentation.
VRL Operation
The current IP Office VRL application is Avaya ContactStore for IP Office. This application and its
installation are documented separately. However:
•
Avaya ContactStore for IP Office should be installed after Voicemail Pro has been installed and
its operation verified.
•
Avaya ContactStore for IP Office 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 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 of archived recordings is given.
•
The archived messages held by Avaya ContactStore for IP Office 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.
Installation & Maintenance
Voicemail Pro 3.0
Page 27
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Voicemail Pro Licenses
The following License Keys can be used with Voicemail Pro. The license keys are entered into the IP
Office configuration using either the IP Office Manager application or the IP Office Wizard.
•
•
Port Licenses
These control the use of Voicemail Pro and the number of ports (simultaneously connected calls
into/from the Voicemail Pro server). Note: The maximum number of ports supported for voicemail
operation is set by the type of IP Office control unit, see Number of Simultaneous Voicemail
Users. Multiple port licenses used to achieve the number of port required.
•
Voicemail Pro (4 ports) - Enables Voicemail Pro for up to 4 ports.
•
Additional Voicemail Pro (2 ports) - Enables 2 additional Voicemail Pro ports.
•
Additional Voicemail Pro (4 ports) - Enables 4 additional Voicemail Pro ports.
•
Additional Voicemail Pro (8 ports) - Enables 8 additional Voicemail Pro ports.
•
Additional Voicemail Pro (16 ports) - Enables 16 additional Voicemail Pro ports.
Voicemail Pro Feature Licenses
These licenses enable the use of specific features within Voicemail Pro.
•
Integrated Messaging - Enables operation of IMS with Voicemail Pro.
•
VMPro VB Script - Enables use of VB Scripting through the VB Script action.
•
VMPro Database Interface - Enables database integration within call flows.
•
VMPro TTS (Generic) - Enables use of text to speech facilities using the default Windows
and third party TTS engines. One license per simultaneous instance of TTS usage.
•
VMPro TTS (ScanSoft) - Enables use of text to speech facilities using Avaya supplied
TTS (ScanSoft) engines. One license per simultaneous instance of TTS usage.
•
Networked Messaging - Enables the use of Voicemail Pro Network Messaging.
•
VMPro Recording Administrators - Allows call recordings to be transferred to a VRL
(Voice Recording Library) application.
Installation & Maintenance
Voicemail Pro 3.0
Page 28
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Upgrading from Voicemail Lite
The process below assumes that the Voicemail Pro is being installed onto the same PC as hosted
Voicemail Lite.
1. Remove Voicemail Lite
This stage will remove Voicemail Lite. It will not remove the existing mailbox messages and
greetings. Those files and folders will need to be moved in a later step.
1. Start Control Panel and select Add/Remove Programs.
2. Select IP Office Admin Suite and click Change/Remove.
3. Once the InstallShield Wizard has started, select Modify and click Next >.
4. In the list of selected Features, untick Voice Mail.
•
Do not untick any other features as this will also remove those features.
5. When the update has completed, close the Add/Remove Programs window and the
Control Panel.
6. Check that any shortcuts to VMLite.exe have been removed from Start | Programs |
Startup.
2. Install Voicemail Pro
Using the processes outline in this documentation, install Voicemail Pro.
3. Move the Voicemail Lite Folders
This stage copies the existing Voicemail Lite messages and greetings over the newly installed
Voicemail Pro set. This must be done before users start to actively use the Voicemail Pro.
1. Using Windows Explorer or My Computer, locate the folder C:\Program Files\Avaya\IP
Office\Voicemail Server.
2. Highlight all the sub-folders and files within that folder. Right-click and select Copy.
3. Locate the folder C:\Program Files\Avaya\IP Office\Voicemail Pro\VM.
4. Right-click and select Paste.
5. A Confirm Folder Replace message will appear. Click Yes to All.
4. Select the Mailbox Mode
Voicemail Lite runs in IP Office mailbox mode. By default Voicemail Pro installs in Intuity mailbox
mode. If required by the users, Voicemail Pro can be set back to IP Office mailbox mode.
1. Start the Voicemail Pro Client.
2. Click the preferences
icon and select General.
3. On the General tab, change the Default Telephony Interface from Intuity to IP Office.
4. Click OK.
5. Click
Save & Make Live.
Installation & Maintenance
Voicemail Pro 3.0
Page 29
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Upgrading an Existing Voicemail Pro System
It is vitally important that the settings of an existing Voicemail Pro are exported before any upgrade.
Whilst folders containing prompts and messages are not affected by the upgrade process, the editable
version of the customers call flow is lost.
1. Backing Up the Existing Voicemail Pro Database & Registry
Before removing Voicemail Pro, you should create a backup copy of the call flow database. This will
contain any customizations made to the default call flow. You should also backup the registry settings
specific to Voicemail Pro.
1. Start the Voicemail Pro GUI.
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 program.
7. Insert the Voicemail Pro CD for the new Voicemail Pro and cancel the install wizard that auto
runs.
8. Right-click on the CD drive and select Open.
9. Locate the file backupreg.bat and double-click it to run the application. This backs up any
registry settings associated with Voicemail Pro.
2. Uninstall Voicemail Pro
1. Open the Windows Control Panel.
2. Select Add/Remove Programs.
3. Select IP Office Voicemail Pro and click Add/Remove.
4. From the options offered select Remove and click Next.
5. Follow any prompts given during the removal process.
6. When the process has been completed select the option Yes, I want to restart my computer
now and click Finish.
3. Upgrade Installation
Refer to the sections appropriate to the type of Voicemail Pro installation being attempted.
Installation & Maintenance
Voicemail Pro 3.0
Page 30
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
4. Restoring the Voicemail Pro Database & Registry
1. Right-click on the CD drive containing the Voicemail Pro CD and select Open (reinsert the CD if
necessary and cancel the install wizard).
2. Locate the file restorereg.bat and double-click it to run the application. This restores the registry
settings previously associated with Voicemail Pro.
3. Start the Voicemail Pro GUI.
4. From the File menu select the option Import or Export.
5. Select the option Import Call Flows and click Next.
6. Use the Browse button to locate the backup file then click Next.
7. Click Finish to start the import then click Close to complete the import procedure.
Installation & Maintenance
Voicemail Pro 3.0
Page 31
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Voicemail Pro Installation Types
When the Voicemail Pro installation CD is inserted, one of the first stages of the installation wizard is to
determine the installation type.
The options are:
•
ACM Gateway
This mode is used to provide voicemail support for an Avaya G.150 unit being used as a branch
office gateway to ACM with Modular Messaging. Documentation for the installation and setup for
such a system, including the voicemail aspects, is covered in separate Avaya G.150
documentation.
•
Compact
This mode installs the minimum components for basic voicemail operation, that is the Voicemail
Pro server or service, the Voicemail Pro Client application and the prompts appropriate to the
selected installation language. See Basic Voicemail Pro (Compact) Software Installation.
•
Typical
This mode install the components for basic voicemail operation plus those required for web
campaigns. It requires a suitable web server to be pre-installed on the Voicemail Pro Server PC.
See Voicemail Pro with Web Campaigns (Typical) Software Installation.
•
Custom
This mode allows full selection of which components are installed. The only exception is the
selection of Voicemail Pro server or service which will be overridden to match the Windows
version. This mode is used for installation of IMS (see Integrated Messaging Service (IMS)) or
Networked Messaging (see VPNM).
•
Text to Speech (TTS)
TTS is installed as a standard component of Voicemail Pro though it must be licensed before
use. See Text to Speech
Installation & Maintenance
Voicemail Pro 3.0
Page 32
40DHB0002USAW Issue 13i (15th January 2005)
Basic/Typical Installation
Basic Voicemail Pro (Compact) Software Installation
The following process is for a basic (compact) installation of Voicemail Pro. This installation will install:
•
The Voicemail Pro Server (as either an executable program or service according to the
Windows version).
•
The Voicemail Pro Client.
•
Appropriate prompts for the selected installation language.
1. If upgrading an existing Voicemail System see Upgrading a Voicemail Pro System.
2. Log on to the server PC using the account under which you intend the Voicemail Pro server or
service to run. This account must have full administrator rights to the local PC.
•
We recommend that a new user account called Voicemail is created and given full
administrator rights on the PC. This will help identify the accounts purpose.
3. Using the IP Office Manager application or IP Office Wizard, check that the correct licenses for
Voicemail Pro are installed and show a status of Valid. For basic Voicemail Pro, the licenses
required are:
•
Voicemail Pro (4 ports) plus Additional Voicemail Pro (X ports) licenses up to
the total number of port required or supported by the IP Office control unit.
4. Insert the Voicemail Pro CD. The installation wizard should auto-start. If it does not auto-start,
browse to and run Setup.exe on the CD.
5. Select the installation language from the drop down list. This language will be used for both the
installation wizard menus and for the default language prompts installed.
6. Click OK. The installation
softwa
preparation for installation.
Installation & Maintenance
Voicemail Pro 3.0
re begins its
Page 33
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
7. If the following screen appears, then a Voicemail Pro is already installed. See Upgrading an
Existing System.
8. Otherwise the InstallShield Wizard for IP Office Voicemail Pro will be started.
9. Click Next >.
10. Enter a user name and the company name. These settings do not affect the installed application.
11. Select who should be able to use the Voicemail Pro client after installation on the server PC.
Selecting Anyone who uses this computer (all users) is recommended.
Installation & Maintenance
Voicemail Pro 3.0
Page 34
40DHB0002USAW Issue 13i (15th January 2005)
Basic/Typical Installation
12. Click Next > to continue.
13. Select Compact. The use of the other options is discussed in other sections along with any other
installation and pre-installation actions appropriate to those installation types.
14. Click on Next >.
15. Enter the User name and Password for the user account under which the Voicemail Pro service
should log on and run. This should be an account with full administrator rights to the local PC.
The Browse button can be used to browse the available PC or network accounts.
16. Click Next >. The account details entered above are verified. Entering a new user name will
result in prompts to create a new PC user account with that name.
17. Select the program folder into which icons for the Voicemail Pro components should be added.
Installation & Maintenance
Voicemail Pro 3.0
Page 35
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
18. Click Next >.
19. A summary of the components that will be installed is shown. Check that this list is as expected.
Under Speech Supported check that the languages required are shown. English is always listed
in addition to the installation language selected.
20. Click Next > to begin installation of the software.
21. The progress of the software installation is shown until complete.
22. Following installation, a request to restart the server PC appears. Select Yes, I want to restart
my computer now and click Finish.
Installation & Maintenance
Voicemail Pro 3.0
Page 36
40DHB0002USAW Issue 13i (15th January 2005)
Basic/Typical Installation
23. Following the server PC's restart, the Voicemail Pro installation wizard appears to complete its
installation.
24. The following screen will appear, requesting entry of email account for outgoing emails from the
Voicemail Pro server. Click Next >.
25. This menu is used to set user names and passwords for applications that can access the
Voicemail Pro server. See User Management for more details. Note: This tab is currently not
used in Voicemail Pro 3.0 and may be hidden.
26. The next screen request details of the SMTP server to which the Voicemail Pro server should
send messages.
Installation & Maintenance
Voicemail Pro 3.0
Page 37
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
27. Click Finish. The installation wizard will attempt to validate the email settings.
28. This will cause an error message when the wizard fails to connect with a SMTP server. Click OK.
29. The software installation stage is now complete. Continue to Starting the Voicemail Pro Server.
Installation & Maintenance
Voicemail Pro 3.0
Page 38
40DHB0002USAW Issue 13i (15th January 2005)
Basic/Typical Installation
Voicemail Pro with Web Campaigns (Typical) Software
Installation
The following process is for an installation of Voicemail Pro with support for Web Campaigns. It requires
the server PC to have a web server (Xitami, IIS or Microsoft Personal Web Server (PWS)) already
installed and operating.
This installation will install:
•
The Voicemail Pro Server (as either an executable program or a service).
•
The Voicemail Pro Client.
•
Appropriate prompts for the selected installation language.
•
Components required by the selected Web Server to allow web access to campaign
messages.
Windows 2003
The following configuration change is required for IIS running on a Windows 2003 server:
1. Open the Internet Information Services (IIS) Manager.
2. Open the default web site and locate the Scripts folder.
3. Right-click on the Scripts folder and select Properties.
4. On the Directory tab, set Execute permissions to Scripts and Executables.
5. Click OK and close the Internet Information Services (IIS) Manager.
Voicemail Pro Install
1. If upgrading an existing Voicemail System see Upgrading a Voicemail Pro System.
2. Log on to the server PC using the account under which you intend the Voicemail Pro server or
service to run. This account must have full administrator rights to the local PC.
•
We recommend that a new user account called Voicemail is created and given full
administrator rights on the PC. This will help identify the accounts purpose.
3. Check that the web server has been installed and is operating correctly. Test that its home page
is browseable from other PC's on the customer's network, that is the PC's of users who will want
to access campaign messages.
4. Using the IP Office Manager application or IP Office Wizard, check that the correct licenses for
Voicemail Pro are installed and show a status of Valid. For Voicemail Pro with Web Campaigns,
the licenses required are:
•
Voicemail Pro (4 ports) plus Additional Voicemail Pro (X ports) licenses up to
the total number of port required or supported by the IP Office control unit.
5. Insert the Voicemail Pro CD. The installation wizard should auto-start. If it does not auto-start,
browse to and run Setup.exe on the CD.
6. Select the installation language from the drop down list. This language will be used for both the
installation wizard menus and for the default language prompts installed.
Installation & Maintenance
Voicemail Pro 3.0
Page 39
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
7. Click OK. The installation software begins its preparation for installation.
8. If the following screen appears, then a Voicemail Pro is already installed. See Upgrading an
Existing System.
9. Otherwise the InstallShield Wizard for IP Office Voicemail Pro will be started.
Installation & Maintenance
Voicemail Pro 3.0
Page 40
40DHB0002USAW Issue 13i (15th January 2005)
Basic/Typical Installation
10. Click Next >.
11. Enter a user name and the company name. These settings do not affect the installed application.
12. Select who should be able to use the Voicemail Pro client after installation on the server PC.
Selecting Anyone who uses this computer (all users) is recommended.
13. Click Next > to continue.
14. Select Typical. The use of the other options is discussed in other sections along with any other
installation and pre-installation actions appropriate to those installation types.
15. Click Next >.
16. Select the web server installed on the server PC.
Installation & Maintenance
Voicemail Pro 3.0
Page 41
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
17. Click Next >.
18. Enter or browse to the location of the web servers root directory for web pages. For Xitami the
default is C:\Xitami\webpages. For IIS and PWS the default is C:\Inetpub\wwwroot.
19. Click Next >.
20. Enter or browse to the location of the web servers folder for executable script files. For Xitami the
default is C:\Xitami\cgi-bin.
21. Click Next >.
22. Enter the User name and Password for the user account under which the Voicemail Pro service
should log on and run. This should be an account with full administrator rights to the local PC.
The Browse button can be used to browse the available PC or network accounts.
Installation & Maintenance
Voicemail Pro 3.0
Page 42
40DHB0002USAW Issue 13i (15th January 2005)
Basic/Typical Installation
23. Click Next >. The account details entered above are verified. Entering a new user name will
result in prompts to create a new PC user account with that name.
24. Select the program folder into which icons for the Voicemail Pro components should be added.
25. Click Next >.
26. A summary of the components that will be installed is shown. Check that this list is as expected.
Under Speech Supported check that the languages required are shown. English is always listed
in addition to the installation language selected.
27. Click Next > to begin installation of the software.
Installation & Maintenance
Voicemail Pro 3.0
Page 43
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
28. The progress of the software installation is shown until complete.
29. Following installation, a request to restart the server PC appears. Select Yes, I want to restart
my computer now and click Finish.
30. Following the server PC's restart, the Voicemail Pro installation wizard appears to complete its
installation.
31. The following screen will appear, requesting entry of email account for outgoing SMTP emails
from the Voicemail Pro server. This is part of the Voicemail Email Installation. Click Next >.
32. This menu is used to set user names and passwords for applications that can access the
Voicemail Pro server. See User Management for more details. Note: This tab is currently not
used in Voicemail Pro 3.0 and may be hidden.
Installation & Maintenance
Voicemail Pro 3.0
Page 44
40DHB0002USAW Issue 13i (15th January 2005)
Basic/Typical Installation
33. The next screen request details of the SMTP server to which the Voicemail Pro server should
send messages.
34. Click Finish. The installation wizard will attempt to validate the email settings.
35. This will cause an error message when the wizard fails to connect with a SMTP server. Click OK.
36. The software installation stage is now complete. Continue to Starting the Voicemail Pro Server.
Installation & Maintenance
Voicemail Pro 3.0
Page 45
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Starting the Voicemail Pro Server
This process consists of two stages; ensuring that the Voicemail Pro server restarts automatically every
time the server PC is restarted and loading the initial default call flow.
1. Windows NT4, 2000, XP and 2003
The Voicemail Pro server installs a service, using the user name and password of the
account specified during installation. The service is set to automatically restart each time
the PC restarts.
1. Select Start | Settings | Control Panel.
2. Select Administrative Tools.
3. Select Services.
4. The Voicemail Pro Server service should be visible. Its Status should be Started and
the Startup Type should be set to Automatic.
5. Close Services.
2. Initializing the Voicemail Pro Call Flow
1. Select Start | Programs | IP Office | Voicemail Pro.
2. The Voicemail Pro Client is started.
3. Click the
Save and Make Live icon.
4. Select Yes. The file root.vmp will be created and made available to the Voicemail Pro
server. This is the compiled version of the editable call flow.
5. Voicemail operation can now be tested from an extension by dialing *17.
Installation & Maintenance
Voicemail Pro 3.0
Page 46
40DHB0002USAW Issue 13i (15th January 2005)
Basic/Typical Installation
Running the Service as a Console
When installed as a service, the operation of Voicemail Pro on the server is largely invisible. For
diagnostics purposes, the service can be run in Console mode which will show Voicemail Pro activity.
Note that IMS and MAPI email activity is not supported when running the Voicemail pro service in this
way.
1. Open the Windows Control Panel and select Administrative tools.
2. Double-click on Services.
3. Locate the Voicemail Pro Service.
4. Double-click on the service to display its properties.
5. Click on the Log On tab.
6. Under Log on as:, select Local System Account and then tick Allow service to Interact with
desktop.
7. Click OK.
8. Stop and restart the service using the
icon.
9. Following the service restart the Voicemail Professional Server console window should appear.
10. Click on Run.
11. At an extension dial *17. Details of the Voicemail Pro activity should appear in the console
window.
To return to normal operation, repeat the above process and set the Voicemail Pro Service back to its
specific user account.
Installation & Maintenance
Voicemail Pro 3.0
Page 47
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Email Installation
Overview of Voicemail Email Installation
Voicemail Email sends mailbox users who have been configured with an email address, an email
whenever their mailbox contains a new message. That email can contain an alert about the message or
an attached copy of the message.
•
Integrated Messaging System (IMS)
Though similar in concept, Voicemail Email and IMS are two different components of
Voicemail Pro and should not be mixed.
Voicemail Email requires the voicemail server to be running under a user account that has access to
either a MAPI enabled email client program on the server PC or access to an SMTP email server.
•
SMTP: Simple Mail Transfer Protocol
This protocol allows the Voicemail Pro server to send outgoing emails to a specified SMTP
server. Microsoft Exchange and most commercial email servers support SMTP to receive emails.
SMTP for Voicemail Pro is therefore easy to implement in any business that has its own email
server.
•
MAPI: Microsoft Windows Messaging Application Program Interface
This is a set of API's that allow MAPI applications to share information and messages. Until the
addition of SMTP support in Voicemail Pro 2.0, it was the only method for doing Voicemail Email.
MAPI requires a MAPI compliant email client program to be installed on the Voicemail Pro server.
It also requires the Voicemail Pro service to be run using a user account that is able to send
emails via the MAPI client. Supported MAPI clients are:
•
Outlook 97, 98 and 2000.
•
Outlook Express.
•
Eudora
Note that Eudora installs its own MAPI drivers which replace the default Microsoft drivers.
The Eudora MAPI drivers are not compatible with Phone Manager Pro's Pop Outlook
functionality.
MAPI Voicemail Email can be used with Voicemail Lite and Voicemail Pro. For Voicemail Pro
installed as a service (the default on Windows NT4/2000/XP professional/2003), emails can be
sent without having to open and run the MAPI email client program. For Voicemail Pro installed as
a server program, the email client program may have to be left open for mail transfers to occur.
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 document contains
examples for both approaches.
The MAPI processes described 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.
Installation & Maintenance
Voicemail Pro 3.0
Page 49
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Installing 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:
•
Email address.
•
Server SMTP address.
•
Account user name and password.
2. Install the Voicemail Pro software as outline in Basic Voicemail Pro (Compact) Software
Installation ( or Voicemail Pro with Web Campaigns (Typical) Software Installation if campaigns
web access is required.
3. Enter the Voicemail Pro SMTP email account settings when requested after the server PC
restart.
4. Follow the process outlined in Starting the Voicemail Pro Server.
5. Appropriate user accounts can now be configured with the user's email address. See User and
Group Configuration.
Installation & Maintenance
Voicemail Pro 3.0
Page 50
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Email Installation
Installing Voicemail Pro for MAPI Voicemail Email as a
Domain Member
The following should be done before the Voicemail Pro software is installed. The user name and
password created are requested as part of the installation of the Voicemail Pro service. The process
assumes that Outlook is installed on the Voicemail pro server PC but has not previously been used or
configured.
Creating a Voicemail Domain Account
1. Make sure that the PC that will be running the Voicemail Server is a member of the domain.
Note: To join the domain you will need the use of a log on account with Administrative
permissions on the domain as well as the server PC, consult the Domain Administrator.
•
Windows NT
Right-click Network Neighborhood and Select Properties.
•
Windows 2000
Right-click My Computer and select Properties. Select the Network Identification tab.
2. On the Exchange server:
•
Create an account called Voicemail on the domain and an associated mailbox.
•
Provide a secure password.
•
Check the User Cannot Change Password and Password Never Expires check 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. In the Look In drop-down list select the domain name.
8. In the Name window locate and highlight Voicemail. Click Add followed by OK and OK to close.
Installation & Maintenance
Voicemail Pro 3.0
Page 51
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Configuring Outlook
1. On the desktop, right-click on the Outlook icon and select Properties.
2. On the General tab select Add.
3. Tick Microsoft Exchange Server. Click Next >.
4. Enter the Exchange Server's name in the Server field and Voicemail in the Mailbox field. Click
Next >.
5. Select No when asked if you travel with this computer. Click Next >.
6. Click Finish.
7. Highlight the MS Exchange Settings, Click Properties.
8. Highlight Microsoft Exchange Server. Click Properties.
9. Click Check name and ensure the name is resolved.
10. If the name is resolved, select Apply. Click OK, OK and Close to shut the mail settings.
11. 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.
12. Open Outlook and select Yes to register Outlook as the default email application.
13. Select Tools | Options.
14. Choose the Preferences tab. Click on Email Options.
15. Uncheck Save copies of messages in Sent Items folder.
•
Note: You may want this option selected during initial setup to aid troubleshooting.
However due to the size of wav file message attachments deselect it once installation
testing is complete.
16. Log on to the Voicemail Pro server PC using the Voicemail account.
17. From Outlook, send a message direct to an extension user.
18. If this message is received correctly, continue with installing the Voicemail Pro software.
Installation & Maintenance
Voicemail Pro 3.0
Page 52
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Email Installation
Installing the Voicemail Pro Software
1. Log off and log back on using the Voicemail account and password.
2. Install the Voicemail Pro software as outline in Basic Voicemail Pro (Compact) Software
Installation ( or Voicemail Pro with Web Campaigns (Typical) Software Installation if campaigns
web access is required.
3. When the installation process request and User Name and Password for the Voicemail pro
service, enter the Voicemail account details.
4. Restart the server PC when requested and log on using the Voicemail account.
5. When SMTP email details are requested, enter no values and ignore the error message following
the SMTP check.
6. Follow the step in Starting the Voicemail Pro Server to check correct start and operation of basic
voicemail services.
Switching the Voicemail Pro to MAPI Operation
By default the Voicemail Pro is set to use SMTP for emails. This must be switched to SMTP.
1. Start the Voicemail Pro Client.
2. Click
Preferences and select General.
3. Select the MAPI tab.
4. The Use Email Protocol settings allows you to switch the Voicemail Pro between either MAPI or
SMTP.
5. Select MAPI and enter the details of the
•
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.
•
If SMTP is selected, the SMTP email account settings must be entered through the
control panel preferences, see SMTP Email Settings.
6. Click OK.
7. Click
Save and Make Live.
Installation & Maintenance
Voicemail Pro 3.0
Page 53
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Installing Voicemail Pro for MAPI Voicemail Email as a
Work Group Member
The following should be done before the Voicemail Pro software is installed. The user name and
password created are requested as part of the installation of the Voicemail Pro service. The process
assumes that Outlook is installed but has not been previously used or configured.
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.
2. Set a secure password
3. Uncheck User must change password at next logon and check Password never expires.
4. Click Create and then Close.
5. Right-click on the New Account, and select Properties.
6. Select the Member Of tab.
7. Click Add.
8. In the Select Groups window, highlight Administrators and click on Add. Click OK.
9. Continue with one of the following as appropriate to the installed MAPI client and method for
email sending.
Configuring Outlook Express for Internet Mail
1. Click on the Outlook Express icon to start the Configuration wizard
2. In the Display name enter Voicemail and click Next >.
3. Select I already have an e-mail address that I'd like to use and enter the address in E-mail
address, eg. voicemail@your_domain_name. Click Next >.
4. 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. Click Next >.
5. Enter the email account name and password, ie. Voicemail. Tick Remember password. Click
Next >.
6. Click Finish to complete the wizard
7. Open Outlook Express and select Tools | Options.
8. Select the General tab:
•
Untick Send and Receive messages at Start up.
•
Untick Check for new messages every.
9. Select the Send tab.
•
Untick Save copy of sent messages in the 'Sent Items' folder.
•
Tick Send messages immediately.
•
Under Mail Sending Format select Plain Text.
10. Click OK.
11. Log on to the server PC using the account that will be used for the Voicemail pro server.
12. From Outlook or Outlook Express, send a message direct to an extension user.
13. If this message is received correctly, continue with installing the Voicemail Pro software.
Installation & Maintenance
Voicemail Pro 3.0
Page 54
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Email Installation
Configuring Outlook for Internet Mail
Please note that for the installation of Outlook to work correctly, the following set-up process must be
followed. Outlook can be configured in two methods. Using the Wizard, prior to completing the steps
below will cause Outlook not to send the messages correctly.
1. Right-click on the Outlook icon on the desktop and select Properties.
2. Select Add.
3. Select Internet E-mail and click on OK.
4. For the Mail Account enter Voicemail.
5. For User Information enter Voicemail as the Name and for the E-mail address enter your
address, eg. voicemail@your_domain_name.
6. Select the Servers tab. Enter the name or IP address of the Outgoing mail server and
Incoming mail server.
7. 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, ie. Voicemail. Tick Remember password.
8. Select the Connection tab. Select Connect using my local area network (LAN). Click Next >.
9. Click OK.
10. Click Next >.
11. Accept the default path for file creation.
12. Select Next >, then Finish and then Close.
13. Open Outlook.
14. On the Email Service Option Screen, select Internet Only. Click Next >.
15. Select Yes to register Outlook as the default email application.
16. Select Tools | Options.
17. Choose the Preferences tab. Click on Email Options.
18. Uncheck Save copies of messages in Sent Items folder. (Note: 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.)
19. Log on to the server PC using the account that will be used for the Voicemail pro server.
20. From Outlook or Outlook Express, send a message direct to an extension user.
21. If this message is received correctly, continue with installing the Voicemail Pro software.
Installation & Maintenance
Voicemail Pro 3.0
Page 55
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
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.
1. Create a new mailbox on the Exchange Server, eg. Voicemail, and assign it the same password
as has been configured on the Voicemail PC.
2. Untick User must Change password at Next Logon and tick Password Never Expires.
3. On the Voicemail PC, logon with the Voicemail account.
4. Right-click on the Outlook icon on the desktop and select Properties.
5. Select Add.
6. Highlight Microsoft Exchange Server and click OK.
7. Type in the Microsoft Exchange Server name and enter Voicemail in the Mailbox field.
8. Highlight the MS Exchange Settings, Click Properties.
9. Highlight Microsoft Exchange Server. Click Properties.
10. Click Check name and ensure the name is resolved.
11. If the name is resolved, select Apply. Click OK, OK and Close to shut the Mail settings.
12. Do not continue until the name has been resolved correctly with the Exchange Server. If the
name is not resolved, check the account details with the Exchange Administrator.
13. Open Outlook and select Yes to register Outlook as the default email application.
14. Select Tools | Options.
15. Choose the Preferences tab. Click on Email Options.
16. Uncheck Save copies of messages in Sent Items folder. (Note: 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.)
17. Log on to the server PC using the account that will be used for the Voicemail pro server.
18. From Outlook or Outlook Express, send a message direct to an extension user.
19. If this message is received correctly, continue with installing the Voicemail Pro software.
Installation & Maintenance
Voicemail Pro 3.0
Page 56
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Email Installation
Installing the Voicemail Pro Software
1. Log off and log back on using the Voicemail account and password.
2. Install the Voicemail Pro software as outline in Basic Voicemail Pro (Compact) Software
Installation ( or Voicemail Pro with Web Campaigns (Typical) Software Installation if campaigns
web access is required.
3. When the installation process request and User Name and Password for the Voicemail pro
service, enter the Voicemail account details.
4. Restart the server PC when requested and log on using the Voicemail account.
5. When SMTP email details are requested, enter no values and ignore the error message following
the SMTP check.
6. Follow the step in Starting the Voicemail Pro Server to check correct start and operation of basic
voicemail services.
Switching the Voicemail Pro to MAPI Operation
By default the Voicemail Pro is set to use SMTP for emails. This must be switched to SMTP.
1. Start the Voicemail Pro Client.
2. Click
Preferences and select General.
3. Select the MAPI tab.
4. The Use Email Protocol settings allows you to switch Voicemail Pro between either MAPI or
SMTP.
5. Select MAPI and enter the settings for the account details.
6. Click OK.
7. Click
Save and Make Live.
Installation & Maintenance
Voicemail Pro 3.0
Page 57
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Changing SMTP and MAPI Settings
Switching Between MAPI and SMTP/Entering MAPI Settings
By default the Voicemail Pro installation process assumes that SMTP will be used and requests SMTP
email account settings during installation setup.
1. Start the Voicemail Pro Client.
2. Click
Preferences and select General.
3. Select the MAPI tab.
4. The Use Email Protocol settings allows you to switch Voicemail Pro between either MAPI or
SMTP.
•
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.
•
If SMTP is selected, the SMTP email account settings must be entered as shown below.
5. Click OK.
6. Click
Save and Make Live.
Installation & Maintenance
Voicemail Pro 3.0
Page 58
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Email Installation
Changing the SMTP Email Account Settings
1. Within Windows, select Start | Settings | Control Panel.
2. Select
IP Office Voicemail Pro.
3. Select the SMTP Email Settings tab.
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. Select the Email Settings tab.
6. Enter the email address for the account setup on the customer's email server for the Voicemail
Pro service.
7. Click Check to test connection to that email account.
8. Click OK.
Installation & Maintenance
Voicemail Pro 3.0
Page 59
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Voicemail Email User and Group Configuration
Voicemail Email can be used with both user mailboxes and hunt group mailboxes.
Setting of the user or group's email address can only be done through IP Office Manager. The remaining
settings, that is the type of alert, can be set using any of the following methods:
•
Through IP Office Manager.
•
Through mailbox access if running in IP Office mailbox mode.
•
Through a Voicemail Pro call flow using a Play Configuration Menu action.
Manager Settings
The Voicemail Email settings are found on the Voicemail tab of the user or hunt group form.
•
Voicemail Email - The user's or group's email address.
•
Voicemail Email
•
Off - Switches off the use of Voicemail Email. Note that other services using the email
address such as Email TTS can still operate.
•
Copy - Send a copy of each new message as a wav file attachment to the email. The
original message remains in the mailbox.
•
Forward - Send a copy of each new message as a wav file attachment to the email and
delete the original message from the mailbox. Note: This settings overrides all other
actions such as message waiting indication and voicemail ringback.
•
Alert - Send an email alert for each new voicemail message but do not attach a copy of
the message.
•
•
Note: Forward and Copy should be used with care. Each 1 minute message will
result in a 1MB wav file. This may impact on the performance of the network and
email connection.
Voicemail Email Reading - This is part of TTS operation but uses the same email address as
set for Voicemail Email.
Installation & Maintenance
Voicemail Pro 3.0
Page 60
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Email Installation
User Configuration
Users on Voicemail Lite or Voicemail Pro running in IP Office mailbox mode, can switch Voicemail Email
on/off and select the mode of Voicemail Email operation.
The method for doing this depend on the type of phone being used.
Other Phone Types and External Call Access
If no email address has been set for the user or group then the voicemail server will respond "Email is
not enabled for this mailbox".
Having entered the mailbox, user the following:
•
*01 - Sets the Voicemail Email mode to Forward.
•
*02 - Sets the Voicemail Email mode to Alert.
•
*03 - Sets the Voicemail Email mode to Off.
Play Configuration Menu Action
For Voicemail Pro systems, the
Play Configuration Menu action can be used to allow a caller set a
user or group's Voicemail Email alert mode. Note however that this action is not aware whether the user
or group has an email address set for the service.
[break]
What Voicemail Email Messages Look Like
Messages sent by a user or groups Voicemail Email settings will 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' > '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.
The text parts of the message are set through registry settings and so can only be changed at the
System Administrator's own risk. Messages sent via a Voicemail Pro eMail action are configurable, see
The Voicemail Pro Email Action.
Installation & Maintenance
Voicemail Pro 3.0
Page 61
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
The Voicemail Pro Email Action
The
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.
In the example above, the eMail action follows a Voice Question action. The $ in the eMail action's
Attach file to e-mail 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.
Installation & Maintenance
Voicemail Pro 3.0
Page 62
40DHB0002USAW Issue 13i (15th January 2005)
IMS Installation
Integrated Messaging Service (IMS)
IMS allows users to deal with voicemails through their normal email interface (Microsoft Outlook or
Exchange). Voicemails can still be handled conventionally using the telephone.
Voicemails are presented with a special icon in the users email inbox. When a voicemail is opened, a
special form appears which enables the user to play back the message on their telephone. The
voicemail itself remains on the voicemail server.
When a voicemail is read, forwarded or deleted, either from the email or by using the phone, its status is
reflected in both the mailbox and the email inbox.
•
Playing Messages Through the PC
Normally IMS plays the voicemail messages through the PC user's telephone. IMS can be set up
to send the voicemail messages as wav files which are played using the PC's sound capabilities.
However this creates a heavy load on the network and servers and so is not recommended.
Typically, one minute of speech requires the transfer of a 1MB file across the network.
•
Network and Exchange Server Knowledge
Installation of IMS requires access to the customers Exchange server and to other critical
components of their network. The installation should only be performed by an installer with good
knowledge of Exchange Server and Microsoft network setup. The installation should also only be
performed in conjunction with the customer's network manager.
To ensure the successful installation of Voicemail Pro with IMS, the steps in the following sections
should be followed. Particular attention should be paid to the Permissions specified.
Installation of the IMS components on the Voicemail Pro server PC is part of the Voicemail Pro
installation.
Note the following within the IP Office Manager configuration:
•
IMS License:
IMS operation requires a license on IP Office in addition to the Voicemail Pro licenses. The
license must appear as Valid and Unlimited in the IP Office configuration before installation of
IMS.
•
IP Office Voicemail Email Settings:
The Voicemail Email settings within the IP Office configuration for each User are not applicable to
IMS and should be switched off. They are normally off by default.
Installation & Maintenance
Voicemail Pro 3.0
Page 63
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
IMS Limitations
IMS is designed to work in a system that comprises one IP Office and one Microsoft Exchange Server. It
can be used in a system with more than one telephone systems so long as that system has centralized
voicemail using just one voicemail server.
IMS cannot be used to:
•
Save a voicemail.
•
Compose a new voicemail.
•
Reply to a voicemail.
•
Add comments to a forwarded voicemail.
•
Mark a voicemail as urgent.
Voicemails should not be placed in Public Folders.
Windows 98 client PC's must connect to the IMS Server PC using TCP/IP. Clients that do not use
TCP/IP are not supported.
IMS Components
IMS comprises of the following components.
•
IP Office
One of the IP400 Office series of telephone systems.
•
Voicemail Pro
Provides voicemail services to the IP Office extension users.
•
IMS Server
This actually consists of two services installed on the Voicemail Pro Server PC:
•
IMS Voice Service
•
IMS Gateway Service
Interacts with the Voicemail Pro Server, the Exchange Server and the IMS Clients. Stores
the current known status of voicemail messages and mirrors that status in both user's
email and voicemail mailboxes.
•
Microsoft Exchange Server
The customers MS Exchange server.
•
IMS Administration Tool
This tool is used to maintain the association of voicemail mailboxes to email mailboxes.
The following additional components are required on the user PC's.
•
Microsoft Exchange or Outlook
Microsoft Exchange Client or Outlook 97 or higher.
•
IMS Client
Installed on each email user's PC. This provides a voicemail interface within the user's Microsoft
Exchange or Outlook program.
Installation & Maintenance
Voicemail Pro 3.0
Page 64
40DHB0002USAW Issue 13i (15th January 2005)
IMS Installation
IMS Installation Alternatives
The IMS Server actually consists of two components:
•
IMS Gateway Service.
•
IMS Voice Service.
These components can be installed separately if required. However the following rules must be followed:
•
The IMS Voice Service must be installed on the Voicemail Pro server PC.
•
The IMS Gateway Service can be installed on either the Voicemail Pro server PC or the
Exchange Server PC. Installation of the IMS Gateway Service onto the Exchange Server PC
requires more installation steps but may improve performance in some systems.
Installation & Maintenance
Voicemail Pro 3.0
Page 65
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
1. Before Installing IMS
In this part of the installation we will create a domain user and mailbox account called IMS. We will then
configure the Outlook or Exchange client on the server PC to use that same account.
1. Make sure that the PC that will be running the Integrated Messaging Server, normally the
Voicemail Pro server PC, is a member of the same domain as the Exchange server.
•
Windows NT
Right-click Network Neighbourhood and select Properties.
•
Windows 2000
Right-click My Computer. Select Properties and select the Network Identification Tab.
•
Note: To join the domain you will need to use a log on account with administrative
permissions on the domain.
2. Create an account called IMS on the domain and an associated Mailbox. Provide a secure
password and ensure User Cannot Change Password and Password Never Expires are
ticked.
3. On the Voicemail Pro PC, select Administrative Tools | Computer Management | Groups.
4. Select Add. In the Look In drop-down select the domain name.
5. In the Name window highlight the IMS account and click Add. Click on OK twice.
6. On the desktop, right-click on the Outlook icon and select Properties to configure the IMS
Account.
7. On the Mail Properties | General Screen, click Add.
8. Check the Microsoft Exchange checkbox followed by Next >.
9. Type in the Exchange servers name in the Server field, and IMS account in the Mailbox field.
Click Next >.
10. Select No when asked if you travel with this computer. Click Next >.
11. Click Finish.
12. Highlight the MS Exchange Settings and click Properties.
13. Highlight Microsoft Exchange Server and click Properties.
14. Click Check name and ensure the name is resolved.
15. If the name is resolved, select Apply. Click OK twice and then Close.
16. Do not continue until the name has been correctly resolved with the Exchange Server. If the
name is not correctly resolved, check the Exchange and Mail account details with the Exchange
Administrator.
17. Open Outlook and select Yes to register Outlook as the Default eMail application.
Installation & Maintenance
Voicemail Pro 3.0
Page 66
40DHB0002USAW Issue 13i (15th January 2005)
IMS Installation
2. Installing the IMS & Voicemail Pro Software
Having completed the steps in 1. Before Installing IMS, we can now install the Voicemail Pro software
including the IMS components.
•
If you have already installed basic Voicemail Pro onto the PC, the instructions are the same,
except when prompted to Modify, Repair, or Remove, select Modify and tick the Integrated
Messaging check box (do not untick any other boxes as this will remove that component).
1. Using the IP Office Manager application or IP Office Wizard, check that the correct licenses for
Voicemail Pro and IMS are installed and show a status of Valid. The licenses required are:
•
Voicemail Pro (4 ports) plus Additional Voicemail Pro (X ports) licenses up to
the total number of port required or supported by the IP Office control unit.
•
Integrated Messaging - Enables operation of IMS with Voicemail Pro.
2. Insert the Voicemail Pro CD. The installation wizard should auto-start. If it does not auto-start,
browse to and run Setup.exe on the CD.
3. Select the installation language from the drop down list. This language will be used for both the
installation wizard menus and for the default language prompts installed.
4. Click OK. The installation software begins its preparation for installation.
Installation & Maintenance
Voicemail Pro 3.0
Page 67
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
5. If the following screen appears, then a Voicemail Pro is already installed. See Upgrading an
Existing System.
6. Otherwise the InstallShield Wizard for IP Office Voicemail Pro will be started.
7. Click Next >.
8. Enter a user name and the company name. These settings do not affect the installed application.
9. Select who should be able to use the Voicemail Pro client after installation on the server PC.
Selecting Anyone who uses this computer (all users) is recommended.
Installation & Maintenance
Voicemail Pro 3.0
Page 68
40DHB0002USAW Issue 13i (15th January 2005)
IMS Installation
10. Click Next > to continue.
11. Select Custom. The use of the other options is discussed in other sections along with any other
installation and pre-installation actions appropriate to those installation types.
12. Click Next >.
13. The menu shown allows you to select where the software is installed. We recommend that his is
left at the default setting shown unless there are specific reasons for changing the install location.
14. Click Next >.
15. The menu shown allows you to select which Voicemail Pro components to install. For IMS ensure
the following are selected:
a. Deselect Voicemail Pro Campaign Web Component unless it is required and the web
server has already been installed (see Voicemail Pro with Web Campaigns (Typical)
Software Installation).
Installation & Maintenance
Voicemail Pro 3.0
Page 69
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
b. Click the + icon next to Voicemail Pro.
c. Voicemail Pro and Voicemail Pro Server Service should be already selected.
d. Click the + icon next to Speech Supported.
e. Select the languages required. We recommend that either English or English US is
always selected in addition to the customer's required languages.
f.
Scroll down and select Integrated Messaging Service.
16. Click on Next >.
17. Enter the User name and Password for the user account under which the Voicemail Pro service
should log on and run. The Browse button can be used to browse the available PC or network
accounts. This should be the IMS account created previously on the domain and Exchange
server.
18. Click Next >. The account details entered above are verified.
19. Select the program folder into which icons for the Voicemail Pro components should be added.
Installation & Maintenance
Voicemail Pro 3.0
Page 70
40DHB0002USAW Issue 13i (15th January 2005)
IMS Installation
20. Click Next >.
21. A summary of the components that will be installed is shown. Check that this list is as expected.
Under Speech Supported check that the languages required are shown.
22. Click Next > to begin installation of the software.
23. The progress of the software installation is shown until complete. The installation process will
then attempt to start all the services associated with Voicemail Pro and IMS. This stage will fail if
the licenses are not valid on the IP Office.
24. Once the services have start, the installation process continues. The following menu appears.
Installation & Maintenance
Voicemail Pro 3.0
Page 71
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
25. Select the logging levels required. Logging may be useful for fault diagnostics and can be
switched off after IMS is verified as working correctly.
26. Click Next >.
27. Enter the name of the server PC onto which the Voicemail Pro and IMS have been installed. In
most cases the name will have been auto-discovered and displayed.
28. Click Next >.
29. This menu is used to set user names and passwords for applications that can access the
Voicemail Pro server. See User Management for more details. Note: This tab is currently not
used in Voicemail Pro 3.0 and may be hidden.
30. This menu requests entry of email account for outgoing SMTP emails from the Voicemail Pro
server. Click Next >.
Installation & Maintenance
Voicemail Pro 3.0
Page 72
40DHB0002USAW Issue 13i (15th January 2005)
IMS Installation
31. The next screen request details of the SMTP server to which the Voicemail Pro server should
send messages.
32. Click Finish. The installation wizard will attempt to validate the email settings.
33. This will cause an error message when the wizard fails to connect with a SMTP server. Click OK.
34. The software installation stage is now complete. Continue to Starting the Voicemail Pro Server.
Installation & Maintenance
Voicemail Pro 3.0
Page 73
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
3. Switching Voicemail Pro to MAPI
By default the Voicemail Pro installation process assumes that SMTP will be used and requests SMTP
email account settings during installation setup. IMS uses MAPI and so the Voicemail pro must be
switched to MAPI operation using the IMS account previously created.
1. Start the Voicemail Pro Client.
2. Click
Preferences and select General.
3. Select the MAPI tab.
4. Under Use Email Protocol select MAPI.
5. In Mapi Profile and Mapi Password, enter the IMS user account details.
6. Click OK.
7. Click
Save and Make Live.
Installation & Maintenance
Voicemail Pro 3.0
Page 74
40DHB0002USAW Issue 13i (15th January 2005)
IMS Installation
4. Associating Voice Mailboxes to Email Addresses
With IMS installed, user voicemail mailboxes can now be associated with email mailboxes on the
Exchange Server. This is done using the IMS Administration tool.
1. Select Start | Programs | IP Office | IMS Administration Tool.
2. On the menu bar, select Server and Add and enter the IMS Server name or browse for the
server.
3. Once the server is added, the name will appear in the left hand Window with a [+] plus icon.
Expand the [+] icon to show configurable options.
4. Highlight Integrated Messaging Associations. After a few moments the voice mailboxes will
appear in the right-hand window.
5. Select a voice mailbox to configure and double-click it to see it properties.
6. In the Associated Email Address field, select Change and select the relevant email address of
the associated user.
7. If the mail settings need to be different from the default settings, select the User Properties tab
and configure as applicable and select OK.
8. Once complete, synchronize the Mailboxes by selecting on the Synchronize Mailboxes Icon, or
Selecting Mailboxes and Synchronize on the menu bar.
9. Close the IMS Administration tool.
10. Make a call to one of the users just associated and leave a message in their voicemail mailbox. A
short while after hanging up a message should appear in their user’s mailbox.
Installation & Maintenance
Voicemail Pro 3.0
Page 75
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
5. Installing the IMS Client Software
The IMS client is supported by Microsoft Outlook 95/97/2000. In order to install the client:
•
IMPORTANT NOTE:
Do not install the IMS Client on the same PC as the Voicemail Pro / IMS Server.
•
You must log on to the user's PC as a user with administrator rights for that PC. Attempting to
install the software without having administrator rights for the PC will cause a number of errors.
•
Outlook should already be installed and configured on the users PC. Test this by using Outlook to
send a test message.
•
The Integrated Messaging Server should already be installed and running.
5a. IMS Client PC Requirements
•
Hardware:
The minimum recommended hardware for NT/2000 is a Pentium 100 with 32 MB RAM. For
Windows 9x/ME it is a Pentium 100 with 24MB RAM.
•
Operating system: Either;
•
Windows NT4 with Service packs 6a, Windows 2000 or Windows XP with SP2.
•
Where a PC is outside of the Exchange server's domain it will need NT4 Service Pack 6a
or Windows 2000.
•
Clients must use TCP/IP networking.
•
Network configuration:
Users must be members of an NT Domain.
•
Email Client:
MS Exchange Client, Outlook 97, 98 or 2000.
Installation & Maintenance
Voicemail Pro 3.0
Page 76
40DHB0002USAW Issue 13i (15th January 2005)
IMS Installation
5b. Installation Process
During installation of the IMS Server, the IMS Client Installer package is copied to C:\Program
Files\Avaya\IP Office\Voicemail Pro\IMS\Client. The installer, called IMSClient.exe is approximately
10.1MB is size.
1. Copy the IMS Client installer package to a CD or to a network folder that can be accessed when
you are logged on at the users PC.
2. Log on to the users PC using an account that has administrative rights.
3. Save and close all other applications prior.
4. Depending on where it is located, double-click on the ISMClient.exe file.
5. Choose the preferred Language and select OK.
6. Select Next > until the Personalize IMS Client Setup screen appears.
7. Enter the following information:
•
Voicemail Mailbox
This is the Entry as it appears in the Username Field of the IP Office User Profile Screen.
This is case sensitive. If this information is entered incorrectly, the IMS client will not
connect to the IMS Server.
•
IMS Server
This is the name of the IMS / Voicemail Pro Server.
8. When prompted to Restart the PC select Finish to restart the PC. Please note that if you
attempt to open Outlook without restarting you will receive an error that a component has not
been installed correctly. It is therefore recommended that you restart the PC when prompted.
If the above details have been followed, after the User has logged back onto their PC workstation and
opened Outlook, select the following to verify that the IMS Client has connected to the IMS Server
correctly.
Typically when starting Outlook if there is a connection error, a message should be received while
Outlook is starting, asking for a user name and password.
1. In Outlook select Tools | Integrated Messaging. If the IMS Client has connected you should
only have the option to Disconnect. If this is the case you have successfully installed the IMS
Client on the workstation.
2. A further indication will be a Telephone Icon in the mail message. If the Client has not been
installed, this icon will not be displayed.
Installation & Maintenance
Voicemail Pro 3.0
Page 77
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
6. Checking & Observing IMS Operation
If may be useful to check that the IMS Account has logged onto the Exchange Server correctly.
1. On the Exchange server, open the Exchange Administration Manager.
2. Expand the Server Name and Mailbox Store.
3. Select Logons and locate the IMS account name. Only logged on accounts will be displayed.
4. Selecting Mailboxes allows you to view IMS messages being received and sent.
5. Leave a voicemail message in an IMS user’s voice mailbox.
6. After hanging up you should notice that for a brief time the Total Items field for the IMS mailbox
increases by 1. The message is then sent from the IMS mailbox to the user’s mailbox, who’s
Total Items increases by 1.
7. By default there should be no messages left in the IMS mailbox.
Installation & Maintenance
Voicemail Pro 3.0
Page 78
40DHB0002USAW Issue 13i (15th January 2005)
Networked Messaging Install (VPNM)
Voicemail Pro Networked Messaging
Voicemail Pro Networked Messaging (VPNM) allows users to forward voicemails 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. The
Below is a diagram of VPNM between two IP Office systems.
Below 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 alter slightly.
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 may need to allocate a dial pre-fix to
each server. There are a maximum of 99 pre-fixes available.
This section summarizes the steps required in installing VPNM between two IP Office systems and
between an IP Office system and an Intuity Audix system through Avaya Interchange.
This document should be used in conjunction with the other Avaya manuals, for example "Avaya
Interchange Release 5.4, Adding a VPIM System to Your Network" (the setup for Interchange VPIM is
the same as for VPNM).
Installation & Maintenance
Voicemail Pro 3.0
Page 79
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Requirements for VPNM
Check the following requirements before attempting to install VPNM
•
A Voicemail Pro server with VPNM installed connected to each IP Office system. Each system
will need a license for both Voicemail Pro and VPNM.
•
All systems in the VPNM network need to be tested to ensure that they can communicate across
the IP network. It is suggested that you test the following:
•
•
Ping the IP Addresses
•
Ping the computer names. If in a domain, ping the fully qualified domain name.
The VMPro Servers must have an SMTP server installed. This can be done using the SMTP
component of Internet Information Service (IIS).
•
To test type "Telnet <the name of the SMTP server> 25".
•
Server names, where entered, must be fully qualified domain names.
•
Voicemail Pro should not be installed on the same server as Exchange and/or the domain
controller.
Installation & Maintenance
Voicemail Pro 3.0
Page 80
40DHB0002USAW Issue 13i (15th January 2005)
Networked Messaging Install (VPNM)
Installing Voicemail Pro Software with VPNMSupport
This section installs the Voicemail Pro software with its VPNM component onto the Voicemail pro server
PC.
•
If you have already installed basic Voicemail Pro onto the PC, the instructions are the same,
except when prompted to Modify, Repair, or Remove, select Modify and tick the Integrated
Messaging check box (do not untick any other boxes as this will remove that component).
1. Using the IP Office Manager application or IP Office Wizard, check that the correct licenses for
Voicemail Pro and IMS are installed and show a status of Valid. The licenses required are:
•
Voicemail Pro (4 ports) plus Additional Voicemail Pro (X ports) licenses up to
the total number of port required or supported by the IP Office control unit.
•
Networked Messaging - Enables operation of VPNM with Voicemail Pro.
2. Insert the Voicemail Pro CD. The installation wizard should auto-start. If it does not auto-start,
browse to and run Setup.exe on the CD.
3. Select the installation language from the drop down list. This language will be used for both the
installation wizard menus and for the default language prompts installed.
4. Click OK. The installation software begins its preparation for installation.
Installation & Maintenance
Voicemail Pro 3.0
Page 81
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
5. If the following screen appears, then a Voicemail Pro is already installed. See Upgrading an
Existing System.
6. Otherwise the InstallShield Wizard for IP Office Voicemail Pro will be started.
7. Click Next >.
8. Enter a user name and the company name. These settings do not affect the installed application.
9. Select who should be able to use the Voicemail Pro client after installation on the server PC.
Selecting Anyone who uses this computer (all users) is recommended.
Installation & Maintenance
Voicemail Pro 3.0
Page 82
40DHB0002USAW Issue 13i (15th January 2005)
Networked Messaging Install (VPNM)
10. Click Next > to continue.
11. Select Custom. The use of the other options is discussed in other sections along with any other
installation and pre-installation actions appropriate to those installation types.
12. Click Next >.
13. The menu shown allows you to select where the software is installed. We recommend that his is
left at the default setting shown unless there are specific reasons for changing the install location.
14. Click Next >.
15. The menu shown allows you to select which Voicemail Pro components to install. For IMS ensure
the following are selected:
a. Deselect Voicemail Pro Campaign Web Component unless it is required and the web
server has already been installed (see Voicemail Pro with Web Campaigns (Typical)
Software Installation).
b. Click the + icon next to Voicemail Pro.
Installation & Maintenance
Page 83
Voicemail Pro 3.0
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
c. Voicemail Pro and Voicemail Pro Server Service should be already selected.
d. Click the + icon next to Speech Supported.
e. Select the languages required. We recommend that either English or English US is
always selected in addition to the customer's required languages.
f.
Scroll down and select VPNM.
16. Click on Next >.
17. Enter the User name and Password for the user account under which the Voicemail Pro service
should log on and run. The Browse button can be used to browse the available PC or network
accounts. This should be the IMS account created previously on the domain and Exchange
server.
18. Click Next >. The account details entered above are verified.
19. Select the program folder into which icons for the Voicemail Pro components should be added.
Installation & Maintenance
Voicemail Pro 3.0
Page 84
40DHB0002USAW Issue 13i (15th January 2005)
Networked Messaging Install (VPNM)
20. Click Next >.
21. A summary of the components that will be installed is shown. Check that this list is as expected.
Under Speech Supported check that the languages required are shown.
22. Click Next > to begin installation of the software.
23. The progress of the software installation is shown until complete.
24. Following installation, a request to restart the server PC appears. Select Yes, I want to restart
my computer now and click Finish.
25. Following the server PC's restart, the Voicemail Pro installation wizard appears to complete its
installation.
Installation & Maintenance
Voicemail Pro 3.0
Page 85
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
26. The following screen will appear, requesting entry of email account for outgoing SMTP emails
from the Voicemail Pro server. This is part of the Voicemail Email Installation. Click Next >.
27. This menu is used to set user names and passwords for applications that can access the
Voicemail Pro server. See User Management for more details. Note: This tab is currently not
used in Voicemail Pro 3.0 and may be hidden.
28. The next screen request details of the SMTP server to which the Voicemail Pro server should
send messages. Enter the name of the Voicemail Pro's local SMTP server. If in a domain this
should be the fully qualified domain name.
29. Click Finish. The installation wizard will attempt to validate the email settings.
30. The software installation stage is now complete.
Installation & Maintenance
Voicemail Pro 3.0
Page 86
40DHB0002USAW Issue 13i (15th January 2005)
Networked Messaging Install (VPNM)
Configuring VPNM Accounts on Voicemail Pro
The following process is used to add details of remote users within the VPNM network.
1. Start the Voicemail Pro Client.
2. Click
Preferences and select VPNM.
3. Under VPNM select Add.
4. Enter the fully qualified domain name of the remote VPNM destination (the remote Voicemail Pro
server PC or Avaya Interchange). Enter the Access Prefix if these are being used. Click OK.
5. Under Users for VPNM Server(s) click Add.
6. Enters details for the user, starting with which VPNM system hosts their mailbox.
•
The user's full name is used by the local Voicemail Pro's dial by name features.
•
The local extension number is used as the local mailbox number and so should not
conflict with any existing local number.
•
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.
•
The full telephone number should be a dialable number that is routed to the user's
extension or mailbox.
Note: The Add Range option can be used to add a group of users on the same server based on the first
local extension number and number of users. The full name and telephone number for those user will
then need to be added by modifying each entry.
Installation & Maintenance
Voicemail Pro 3.0
Page 87
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Test Setup
The VPNM setup can be tested using the following steps.
1. Dial into Voicemail from one of the systems and record a message.
2. When selecting the target extension, enter an extension from the other system as specified in the
VPNM Preferences screen.
3. The message should be delivered to the other systems Voicemail Pro server into
C:\\Inetpub\mailroot\Drop.
4. The VPNMreceiver Service checks the Drop directory approximately every 30 seconds. When it
finds a message in the Drop directory, it will send the message to the relevant extension's
voicemail box on the remote system.
Installation & Maintenance
Voicemail Pro 3.0
Page 88
40DHB0002USAW Issue 13i (15th January 2005)
Networked Messaging Install (VPNM)
IP Office to Avaya Interchange
Configure the Avaya Intuity Audix
This section is based upon the S8100/G600 Intuity Audix. It is assumed that the IP address of the
S8100 processor is known. A browser should be available and the Avaya Terminal Emulator or the
equivalent to do the necessary configuration.
1. telnet to the S8100/G600, login and enter "audix" to reach the audix command prompt.
2. Enter list configuration and verify that the TCP/IP value is set to at least 1. If not, these ports
must be activated through the license process before proceeding.
3. From a PC browser, access the S8100 processor IP address and login.
•
At the S8100 main page select Administer System | Audix Networking |
Administrative Menu | Network Channel Administration.
•
Enable each channel in the Channel Configuration Column.
•
Select Save when finished.
4. Return to the Audix command prompt screen. Inspect the system for the list of mailboxes that
will be eligible to receive messages.
•
Type change machine. Note the range of local extensions. List subscribers will
provide a more specific list. It is best to distinguish mailboxes that are eligible to receive
messages i.e. call answer mailboxes.
•
On page 2 of the change machine form, ensure that all the update settings are set to y.
•
Make sure that Network Turnaround is set to y. Select Enter.
5. To administer the password for message exchange:
•
From the S8100 home page select Administer System | Audix Networking |
Administrative Menu | Local Machine Administration.
•
Enter the password to be used for transfer of messages between this system and the
Avaya interchange. Select Change.
6. To enter the information for connecting to the Interchange:
•
From the S8100 home page select Administer System | Audix Networking |
Administrative Menu | Remote Machine Administration | Digital Machine
Administration.
•
Select Add New Machine.
•
Enter the Avaya interchange name, IP address and networking password.
•
Define the schedule for exchanging messages.
•
Select Add to complete.
7. To administer the parameters associated with the Interchange:
•
Type change machine <machine name> from the AUDIX command prompt.
Note If all extensions that are not on the Intuity Audix are configured to be on the
Interchange and "Send to non-Administered Recipients" is set to yes, errant messages
may be sent. This will waste bandwidth and processing time.
•
The extension Length setting is the dial plan length that has been configured in the Avaya
Interchange.
•
Set all the parameters of page 2 to y. (Send to non-administered recipients, Updates In,
Updates Out and Network Turnaround.)
•
Select F3 to Add the remote machine.
Installation & Maintenance
Voicemail Pro 3.0
Page 89
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Configure the Avaya Interchange
Configure the Interchange Intuity Interface
Refer to [INT-AUDIX] for a fuller description of the options detailed in this section.
1. Login to the Intuity interchange.
• To verify that the system is optioned for TCP/IP digital ports select Customer/Service
Administration from the Interchange Main Menu.
• The VPNM ports will also be required for interfacing to the Voicemail Pro.
2. Ensure that the TCP/IP networking is setup so that the machine can communicate to and from
the Intuity Audix.
• From the Main Menu select Networking Administration | TCP/IP Administration.
• Make a note of the IP Address, Subnet Mask and default Gateway IP Address. The
information will be required later in the setup.
3. Make sure that an entry exists with the data that corresponds to the information entered for
connecting to the Interchange.
• From the Main Menu select Networking Administration | Local Machine
Administration.
4. To verify that there are equipped TCP/IP ports for the networking to Intuity Audix and to voicemail
Pro:
• From the Main Menu select Networking Administration | Networking Channel
Administration. The status should be Idle.
5. Information corresponding to the Intuity Audix information entered in Step 4 when configuring the
Audix needs to be entered under Digital Networking Machine Administration.
• From the Main Menu select Networking Administration | Remote Machine
Administration | Audix Digital networking Machine Administration.
• Enter the transmission schedule for sending messages to the Audix System. Select ChgKeys and then the Add key to enter the form.
6. Administer The Intuity Audix parameters in the Interchange.
• Select Interchange Administration | Remote Machine Administration | Remote
Machine Parameters.
• Select Choices then the system to be updated
• Ensure that the address range corresponds to the mailboxes on the Intuity Audix system
that are eligible to receive messages. Set the parameters as shown.
• Avaya Interchange? = n
• Mailbox ID Length = 5
• Default Language = us-eng
• Failed Msg. Notification Priority = n
• Msg ID? = y
• Send Message for Warning? = n
• Default NameNet type = u
• Select the Details key to enter the following details:
• Subscriber Updates Type = dynamic
• Updates In? = y
• Updates Out? = y
• Voiced Names for Dynamic? = y
• Network Turnaround? = y
• Provide Local Mapped Addresses = n
• Dynamic Sub Expiration Days = 90
• Select Save, Continue and then Save again.
7. If both systems are set for 5 digit dialing this step can be omitted. If both systems are not then
Dial Plan Mapping needs to be used to map the mailbox identification from the Interchange Dial
Plan to the Intuity Audix Dial Plan.
• Select Interchange Administration | Remote Machine | Administration | Dial Plan
Mapping. Update the form as required.
Installation & Maintenance
Voicemail Pro 3.0
Page 90
40DHB0002USAW Issue 13i (15th January 2005)
Networked Messaging Install (VPNM)
Configure the Interchange VPIM Interface to Voicemail Pro
These steps follow [INT-VPNM] which should be referenced for greater detail on Interchange
configuration steps and options.
1. Check that Interchange has available VPNM ports
• From the Interchange Main Menu, select Customer/Service Administration | Feature
Options. Check that there are sufficient current entries for the Maximum Number of
Digital Nodes and VPNM ports.
2. Set the Interchange General Parameters.
• From the Interchange Main Menu, select System Parameters | General Parameters.
Ensure that the VPNM Port Field is set to 25.
3. Identify the Avaya Voicemail Pro to the interchange system.
• From the Interchange Main Menu, select Networking Administration | Remote Machine
Administration | VPIM Machine Administration.
• Select the name of the machine by telnet to the SMTP port of the Voicemail Pro to see
how it identifies itself.
4. Set the IP Office parameters.
• From the Interchange Main Menu, select Interchange Administration | Remote
Machine Administration | Remote Machine Parameters.
• Select Choices. Select the Voicemail Pro name as the Remote Machine Name then
enter the values as shown.
• Machine Type = VPIM
• Avaya Interchange? = n
• Mailbox ID Length = 5
• Failed Msg. Notification Priority = n
• Msg ID? = y
• Send Message for Warning? = n
• Select the Details key to enter the following details:
• Subscriber Updates Type = dynamic
• Voiced Names for Dynamic? = y
• Use DNS? = n
• Domain Name = Enter the domain name.
5. If the Voicemail Pro Dial Plan length is shorter than the Interchange Dial Plan, select
Interchange Administration | Remote Machine Administration | Dial Plan Mapping. Follow
the instructions of [INT-VPNM] to map from the shorter length to the longer length dial plan.
6. Add the subscribers for Voicemail Pro. The following is one of several ways that this can be
done.
• Select Interchange Administration | Remote Machine Administration | Dial Plan
Mapping.
• Select the Voicemail Pro as the Remote Machine and then select Options.
• Select Add Subscribers from range. Only mailboxes that are eligible to receive
messages should be included.
• Subscriber entries can be checked from interchange Administration | Subscriber
Administration | Subscriber Lists | By Remote Machine Name. From Choices select
the Voicemail Pro PC name to see the list of known subscribers.
Installation & Maintenance
Voicemail Pro 3.0
Page 91
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Directory View in Interchange for Intuity Audix and Voicemail Pro
Setting the directory view specifies which other messaging machines can provide subscriber updates to
a particular messaging machine. Each machine listed is associated with a range of mailboxes from
which updates can be accepted and whether a voiced name can be accepted.
1. Select Interchange Administration | Remote Machine Administration | Directory Views.
2. At the Machine Name prompt, select the Voicemail Pro.
3. Select the Options key and then Add all entries.
4. Select Save.
5. Repeat these steps for the Avaya Intuity Audix.
Avaya Interchange Enterprise List Administration
This section describes how to configure a list of endpoints in the Interchange. Interchange-based lists
are an efficient way to send messages to stable lists of mailboxes. Only one copy of the message is
sent from the originating system to the interchange, which takes care of distributing that message to the
destination machines and mailboxes.
1. From the Interchange Main Menu, select Interchange Administration | Enterprise List
Administration | System Parameters. Set or check the address range of the interchange Dial
Plan that can be used for lists.
2. From the Interchange Main Menu, select Interchange Administration | Enterprise List
Administration | List Definition.
•
Choose a unique list id from the list range and assign an owner.
•
In the 'Network Address' grid, enter the list of destination addresses from the Interchange
Dial Plan.
•
The 'Remote Address' grid should contain the systems where those destinations reside.
•
The range of mailboxes that have permissions to send through the list is set in the
'permissions' grid.
Installation & Maintenance
Voicemail Pro 3.0
Page 92
40DHB0002USAW Issue 13i (15th January 2005)
Networked Messaging Install (VPNM)
Configure a DNS Server
A Domain Name Service Server is not required for the messaging systems, but may be a highly
desirable way to centralize the mapping of names to IP addresses. This section briefly describes the
setup of DNS server used in this type of configuration.
1. From the Start menu of the PC running Microsoft Exchange Server, select Programs |
Administrative Tools | DNS. If DNS is not available, DNS needs to be installed from the
Operating System CD.
2. Check that there is an entry within the domain for each messaging hosts involved.
3. Configure each PC to use the DNS server to resolve names. This is done in the Internet protocol
(TCP/IP Properties form of each LAN interface).
Installation & Maintenance
Voicemail Pro 3.0
Page 93
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Verification & Troubleshooting
The configuration can be tested by creating a message and forwarding it to the far end of the system.
Check that the message is received at the correct destination.
If the test fails, one of the following procedures may isolate the problem.
Ping Test
Make sure that you can ping all end points. If DNS is used, ping using the machine name. See step 5 to
ping from the Interchange.
SMTP Service Test and Name Determination
Test that the SMTP service of a messaging system is working by using telnet command as follows.
1. From a DOS or UNIX prompt type telnet ip-address 25
2. At the response type Helo
3. At the response type Quit.
4. If the response is not as shown below, then the SMTP service is not running on the machine and
incoming VPNM messages will not be processed. Check that the required PC services are
running.
telnet 172.16.254.197 25
220 avaya-8ccy2i4d3 Microsoft ESMTP MAIL Service, Version 5.0.2195.6713
ready a
t, Wed, 22 Oct 2003 08:45:03 -0400
Helo
250 avaya-8ccy2i4d3 Hello [172.16.254.197]
Quit
221 2.0.0 avaya-8ccy2i4d3 Service closing transmission channel
Connection t
Check That the Required PC Services are Running
From the Control Panel, select Administrative Tools | Services. Check that the following services are
Started with a Startup type of Automatic
•
SMTP.
•
Voicemail Pro Service.
•
VPNM Database Service.
•
VPNM Server.
•
VPNM Receiver.
Check the Voicemail Pro SMTP Settings
From the PC Control Panel, select the Avaya Voicemail Pro icon.
1. Select the SMTP name.
2. Ensure that the Mail Server name is exactly the name of the Voicemail Pro server PC.
3. Select 'Check' to make sure that a successful connection to the SMTP service can be made.
Installation & Maintenance
Voicemail Pro 3.0
Page 94
40DHB0002USAW Issue 13i (15th January 2005)
Networked Messaging Install (VPNM)
Interchange Basic Tests
From the Interchange Main Menu, select Customer/Services Administration | Diagnostics. Perform
the following basic checks.
•
TCP/IP Diagnostics.
Send and receive Test Packets - ping the IP address.
View Packet Statistics - look for any interface issues e.g. collisions
•
Display Message Queue - monitors the contents of the outgoing message queue. If messages
cannot be sent e.g. due to administrative errors, then this queue is likely to contain the unsent
messages.
•
Remote Connection Test - test the basic connection to a remote Audix system.
Audix Browser Status Test
•
From the Browser interface to the S8100, select System Administration | AUDIX Networking |
Maintenance Menu | Network Snapshot. See the status of connectivity to the Interchange.
S8100 Ping Test
•
From the Avaya Terminal Emulator interface to the S8100, select cmd at the Enter Command
prompt.
•
At the DOS prompt, enter ipconfig to verify the IP address and gateway.
•
Ping to test the connection.
Check the Status Through the Intuity Audix Command Line Interface
•
To update the Audix with reachable subscribers through the interchange, from the audix
command line prompt type get remote-updates machine and Enter where the machine is the
name of the interchange system.
•
Repeat the command periodically (and cancel out) until the 'Status of Last Update' entry is
completed.
•
From the command line prompt type display administrator's-log where message delivery
failures and reasons can be found.
Message Exchange Test
In general the following capabilities are supported and can be verified.
•
Sending Messages to lists or individuals, preserving any combination of Priority and Privacy.
•
Replying to the sender
•
Forwarding.
Couldn't Send Message! Warning
The following warning is normally associated with not having specified a fully qualified domain name for
the local SMTP server address.
" <CVPIM::bSendMessage>Couldn't send message!Response:550 5.7.1 Unable to relay for
210@avaya2k.test.avaya.com "
Installation & Maintenance
Voicemail Pro 3.0
Page 95
40DHB0002USAW Issue 13i (15th January 2005)
Centralized Voicemail Installation
Centralized Voicemail Pro
The Voicemail Pro server on a central IP Office system can be used to provide voicemail services for
another remote IP Office system. This is called Centralized Voicemail Pro.
Centralized Voicemail Pro requires the IP Office systems to be linked by an IP Office Small Community
Network (SCN). Details of creating the necessary VoIP lines and SCN are not covered here.
Installation & Maintenance
Voicemail Pro 3.0
Page 97
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Planning Requirements
The following factors must be remembered during planning of the centralized Voicemail Pro system:
•
The Voicemail Server PC is attached to the central system.
•
A Feature key and Voicemail Pro license key are required for the central system hosting the
Voicemail Pro.
•
Small Community Networking is required between the central system and remote systems. This
document assumes that this has already been setup and tested.
•
On networked IP Office systems it is possible for centralized voicemail to appear operational
without Small Community Networking. However this operation tends to be unpredictable and so
we only support centralized Voicemail Pro when using Small Community Networking.
•
VCM modules or VoIP channels are required in the remote and central systems.
•
The extension and group numbering on all systems must be unique.
•
The extension and group names on all systems must be unique.
•
We also recommend that all names and numbers (groups, line, services, etc) on the separate IP
Office systems are kept as unique as possible. This will reduce potential maintenance confusion.
Restrictions
•
The number of simultaneous voicemail users is restricted by the Voicemail Pro license on the
central system, up to the maximum number of data channels for voicemail supported by the
central system's control unit.
•
For extensions on the remote system, access is also restricted by the number of
available VoIP and VCM channels on that system.
•
Though technically possible, centralized voicemail is not recommended or supported for
Voicemail Lite or Integrated Voicemail.
•
Supported Remote IP Office Voicemail Features:
Not all Voicemail Pro features are available on the remote IP Office systems, for example hunt
group queuing messages are not supported. Currently, the only features supported for remote
sites are:
•
Automated Attendant.
•
Call Answer (Voice Messaging, ie. basic mailbox operation).
•
Call Recording.
•
Dial by Name Directory.
Installation & Maintenance
Voicemail Pro 3.0
Page 98
40DHB0002USAW Issue 13i (15th January 2005)
Centralized Voicemail Installation
Licensing
The most commonly seen problem in Centralized Voicemail Pro is misunderstanding of the licensing
requirements.
•
The voicemail licenses are entered on the central IP Office and validated against its Feature Key.
•
The remote IP Office systems do not need any voicemail licenses.
•
By default each IP Office uses a broadcast address to locate a Feature Key Server PC and
validate its licenses.
•
Once a Feature Key Server has validated licenses with one IP Office it will not do validation for
another IP Office unless rebooted.
Given the above, we strongly recommend that in any multiple IP Office network, the License Server IP
Address (System form | System tab) on each IP Office is set to the specific address of its Feature Key
server or balnk if using a serial port Feature Key. If a remote IP Office does not have a Feature Key
Server (because it isn't using any licenses) enter 0.0.0.0.
It is important to note also that the Voicemail Pro server will operate for 2 hours without license
validation. This can cause Voicemail Pro and centralized Voicemail Pro to appear operational following
installation and to then stop.
Additional Notes
By default each IP Office is set to use a broadcast IP address to locate a voicemail server. Due to this is
can appear that centralized voicemail is operating before the remote system is set to the Voicemail
Type of Line.
Leaving the system's in this arrangement rather than setting the remote system's Voicemail Type to
Line can cause problems and is not supported.
Installation & Maintenance
Voicemail Pro 3.0
Page 99
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Setting Up Centralized Voicemail Pro
Install the Central and Remote IP Office Systems
1. Install and test IP Office Small Community Networking. Refer to the Job Aid "Small Community
Networking".
Install Voicemail Pro at the Central System
1. Using IP Office Manager, receive the configuration of the central system.
2. Set the License Server IP Address to the address of the PC acting as the central system's
Feature Key Server PC.
3. Install Voicemail Pro on the Voicemail Server PC attached to the central system. Refer to the
Voicemail Installation & Administration Manual.
•
The installation process is the same as for normal non-centralized voicemail operation.
•
Test and confirm the voicemail installation by dialing *17 at an extension on the central
system.
Configure the Remote Systems Voicemail Settings
1. Receive the configuration of the remote system.
2. Set the License Server IP Address to the address of the PC acting as the remote system's
Feature Key Server PC.
•
WARNING: This cannot be the same PC as the central system's Feature Key Server PC.
•
If the remote system doesn't use any licenses, enter 0.0.0.0.
3. Double-click on the System icon.
4. Select the Voicemail tab and set the following:
•
Set the Voicemail Type to Line.
•
Set the Voicemail Destination to the Outgoing Group ID set on the VPN line to the
central system.
5. Load the configuration and reboot the remote IP Office.
6. Dial *17 at an extension on the remote IP Office. The call should ring the Voicemail Pro server
and then access the extensions mailbox.
Installation & Maintenance
Voicemail Pro 3.0
Page 100
40DHB0002USAW Issue 13i (15th January 2005)
Text to Speech Installation
Text to Speech
The Voicemail Pro server is able to use the Text to Speech (TTS) to:
•
Speak text within call flows using the
Speak Text action. The text can include variables
passed from other actions including database actions.
•
Support Email Text to Speech. This requires MAPI based Voicemail Email to have been setup
and tested.
Voicemail Pro TTS requires the server PC to have a Microsoft SAPI 5 compatible TTS engine installed
and entry of a license. Two IP Office licenses exist to enable Voicemail Pro support for TTS operation.
•
VM Pro Generic TTS
This licence enables the Voicemail Pro server to use either Microsoft's own SAPI5 TTS engines
or third-party SAPI 5 compatible TTS engines. The Microsoft TTS engines (Microsoft Sam, Mike,
Mary and Simplified Chinese) are installed by default as part of the Voicemail Pro installation.
One license per simultaneous instance of TTS usage.
•
VM Pro ScanSoft TTS
This licence enables the Voicemail Pro server to use Avaya supplied TTS engines. These
engines provide better voice quality than the Microsoft TTS engines and support a range of
languages. They are supplied on a set of 5 CD's separate from the Voicemail Pro software CD.
One license per simultaneous instance of TTS usage.
•
The language supported by the Avaya TTS engines are:
•
Chinese
•
Korean
•
Dutch
•
Norwegian
•
English (UK)
•
Brazilian Portuguese
•
English (US)
•
Russian
•
French
•
Spanish
•
German
•
Latin Spanish.
•
Italian
•
Japanese
•
Multiple Language TTS Support
More than one language can be installed. A Select System Prompt Language action can then
be used to switch TTS to a different language from the selected default.
•
Email Reading
When installed in parallel with voicemail email, Voicemail Pro TTS can be used to provide email
reading to selected mailbox users.
Installation & Maintenance
Voicemail Pro 3.0
Page 101
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Installing Generic Text to Speech
1. Install and test Voicemail Pro as normal.
2. Using IP Office Manager or the IP Office Wizard, add the VM Pro 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. Open the Control Panel and click on
Speech.
6. Select the Text to Speech tab.
7. The installed TTS engines should be listed. Adjust and test the setting to obtain the speech
required.
Installing Avaya Text to Speech
The Avaya TTS engine for Voicemail Pro is supplied on a set of 5 CD's. Each CD contains a different set
of languages. However in each case CD 1 is required to start the TTS engine installation process.
1. Install and test Voicemail Pro as normal.
2. Using IP Office Manager or the IP Office Wizard, add the VM Pro TTS (ScanSoft) license into
the IP Office configuration. Send the new configuration to the IP Office system.
3. Reload the IP Office configuration into IP Office Manager and check that the status of the license
has changed to Valid.
4. Insert the first Avaya TTS CD. The installation wizard should auto-start.
5. Follow the installation wizard prompts and install the languages required. Depending on the
languages selected, instructions to insert the other CD's in the set may occur.
6. Open the Control Panel and click on
Speech.
7. Select the Text to Speech tab.
8. The installed TTS engines should be listed. Adjust and test the setting to obtain the speech
required.
Configuring TTS Speech
1. Start the Windows Control Panel.
2. Select
Speech.
3. Select the Text to Speech tab.
4. The Voice Selection box shows which TTS engine is currently being used by Windows. This is
the same TTS engine that will be used by the Voicemail Pro server.
Installation & Maintenance
Voicemail Pro 3.0
Page 102
40DHB0002USAW Issue 13i (15th January 2005)
Text to Speech Installation
Using the Speak Text Action
Once 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:
•
Typed text sentences.
•
Voicemail Pro System Variables. For example:
•
•
Entering $KEY would be replaced when spoken by the last digits dialed within the call
flow by the caller.
•
If using database interaction, entering $DBD[x] would be replaced by the current value of
that database field.
•
Entering $CLI would speak the caller's CLI, if available, back to them.
SAPI 5 XML tags can be added to alter how the text is spoken. For example:
•
When 123 needs to be spoken as one two three rather than "one hundred and twentythree", enter <spell>123</spell>.
Installation & Maintenance
Voicemail Pro 3.0
Page 103
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
TTS SAPI Controls
Windows TTS engines use Microsoft's SAPI (Speech Application Program Interface). This includes the
use of XML tags within the text to change how the text is spoken.
For example in the text This is the <volume level="90">text</volume> to speak the items within < >
brackets are XML tags used to alter how the speech is spoken.
The following are a sample of the SAPI XML controls supported by Voicemail Pro TTS. Further
information on SAPI 5 can be obtained from Microsoft's support websites.
•
Volume - Alter the speech volume.
•
Rate - Alter the speech rate.
•
Pitch - Alter the speech pitch.
•
Emph - Add emphasis to words.
•
Spell - Spell out words and numbers literally.
•
Silence - Add a period of silence.
•
Partofsp - Change a words usage.
Entering XML Tags
XML tags can be used in two ways, either "nested" or "empty".
•
•
Nest Tags: Example = <volume level="90">text</volume>
Nested tags consist of
•
An opening XML tag, in the example above <volume level="90">
•
The text to which the opening tag command should be applied.
•
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 </volume>.
Empty Tags: Example = <volume level="90"/>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 >.
Installation & Maintenance
Voicemail Pro 3.0
Page 104
40DHB0002USAW Issue 13i (15th January 2005)
Text to Speech Installation
Example SAPI XML Tags
Volume
Controls the volume of the speech. This tag can be nested or empty.
•
Attributes:
•
•
level=
Supports values between 0 and 100, being percentages of the system's set volume.
Examples:
•
<volume level="50"/>Speak allow following text at level 50.
•
<volume level="50">Speak this text at level 50</volume> and this as normal.
Rate
Controls the speed at which the text is spoken. This tag can be empty or nested.
•
•
Attributes:
Only one attribute may be applied within a tag.
•
absspeed=
Sets the absolute speed for the speech in a range between -10 and 10 with 0 being
normal speech.
•
speed=
Sets a speed change that is added to the current speed.
Examples:
•
<rate absspeed="5">Speak this text at rate 5</rate> and this text as normal.
•
<rate absspeed="5"/>Speak all following text at rate 5.
•
<rate speed="-5"/>Drop the current speech speed by 5.
Pitch
Controls the pitch at which the text is spoken. This tag can be empty or nested.
•
•
Attributes:
Only one attribute may be applied within a tag.
•
absmiddle=
Sets the absolute pitch for the speech in a range between -10 and 10 with 0 being normal
speech.
•
middle=
Sets a pitch change that is added to the current speed.
Examples:
•
<rate absmiddle="5">Speak this text at pitch 5</rate> and this text as normal.
•
<rate absmiddle="5"/>Speak all following text at pitch 5.
•
<rate middle="-5"/>Drop the current speech pitch by 5.
Emph
Applies emphasis to a word or section of text. This tag must be nested.
•
Attributes:
This tag has no attributes.
•
Example:
•
Say <emph>boo</emph>.
Installation & Maintenance
Voicemail Pro 3.0
Page 105
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro 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.
•
Attributes:
This tag has no attributes.
•
Example:
•
The telephone number is <spell>555 3468</spell>.
Silence
Inserts a period of silence. This tag must be empty.
•
Attributes:
•
•
msec= Sets the duration in milliseconds.
Example:
•
A short silence <silence msec="500"/> 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.
•
Attributes:
•
•
part= Takes a value from noun, verb, modifier, function or interjection.
Example:
•
To <partofsp part="verb">record</partofsp> that <partofsp part="noun">record</partofsp>
press 1.
Installation & Maintenance
Voicemail Pro 3.0
Page 106
40DHB0002USAW Issue 13i (15th January 2005)
Text to Speech Installation
Email Reading
In conjunction with MAPI email clients and Exchange server, TTS can be used to read new emails in a
user's email inbox when they access their voicemail mailbox.
This feature is only supported 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 and the
size are given. This allows large or non-urgent emails to be skipped.
•
Email reading cannot be used for emails in HTML formatting. If HTML messages are received
then all the code will be read out as a message.
1. Install and test Voicemail Pro for MAPI based Voicemail Email operation with an Exchange
Server. See Voicemail Email.
2. To perform email reading, the Voicemail account created on the Exchange server for Voicemail
Email must able to access the individual users email mailboxes. This can be achieved by either:
•
On the Exchange Server, ensure that Voicemail user account is granted rights to access
all user email boxes, or;
•
Within each user's Outlook:
1. Select Tools | Options.
2. Select Delegates.
3. Add the Voicemail account as a delegate.
3. If not already done, install and test TTS operation using a
Speak Text action.
4. Using IP Office Manager, load the IP Office configuration and open the settings for each user.
5. In Voicemail Email enter the user's email address. The same address is used for both Voicemail
Email and Email Reading services.
6. Tick Voicemail Email Reading.
•
For systems upgraded from 2.0, where a + sign was used in front of the users email
address to indicate Email TTS usage, the + sign is automatically removed and the tick box
ticked.
7. Voicemail Email alerting is a separate option.
8. Click OK and merge the new configuration back to the IP Office system.
9. Send the user a test email. Then access the user's voicemail mailbox and check whether
following the voice messages a new "message with text" is announced.
Installation & Maintenance
Voicemail Pro 3.0
Page 107
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Configuration
System Preferences
There are two main areas through which Voicemail Pro system preferences are set and configured.
These are within the Voicemail Pro Client and through the server PC's Windows Control Panel.
Within the Voicemail Pro Client
To set the Voicemail Pro preferences:
•
Click the preferences
•
From the Administration menu, select Preferences and then choose General or VPNM.
•
General
•
Directories
•
Housekeeping
•
MAPI
•
SNMP Alarm
•
VPNM
icon or
Within the Windows Control Panel
A number of Voicemail Pro server options are set through the Windows Control Panel.
1. Open the Windows Control Panel.
2. Select
IP Office Voicemail Pro.
3. The tabs and options within the tabs will vary according to the installed Voicemail Pro
components. Possible tabs are:
•
Email Settings
•
Path Setting
•
SMTP Email Settings
•
System Settings
•
User Management
Installation & Maintenance
Voicemail Pro 3.0
Page 109
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Control Panel Options
System Settings
This tab is present if IMS is installed. It contains the Logging Level settings used by the IMS Gateway
Server service and the IMS Voice Server service.
Four levels of logging are available, with increasing level of detail. Normally logging is only required if
some IMS problems are being experienced that requires diagnosing.
Path Setting
This tab contains the computer name of the server PC hosting the IMS Voice Service. Normally this
installed on the same server PC as the Voicemail Pro Server.
The computer names can either be entered directly or by using the Browse buttons provided.
Installation & Maintenance
Voicemail Pro 3.0
Page 110
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Configuration
Email Settings
This tab specifies settings related to the email system.
•
Account Details:
This specifies the MAPI email account used for IMS email messages. Select Browse to display a
list of available email accounts.
•
Transmit Wave File:
For IMS. Specifies whether .wav files of voicemail messages should be sent within the message
emails file as well. The sending of .wav files across a network creates a high loading on the
network and networks servers. A one-minute message requires a 1MB .wav file.
•
Attach wave file to message
This allows the recipient to copy the .wav file for use elsewhere.
•
Embed wave file in message
This method does not allow the user to copy the .wav file for use elsewhere. The
embedded file however is compressed and therefore smaller than an attached file.
Installation & Maintenance
Voicemail Pro 3.0
Page 111
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
SMTP Email Settings
The details entered on this tab are used for defining connections to external SMTP Email Servers. Note
that the fields in this tab may vary according to whether IMS or Voicemail Pro Networked Messaging
(VPNM) is installed.
•
SMTP Server Settings
•
Mail Server Name: The name of the SMTP mail server. This should be the fully qualified
domain name.
•
Port Number: The receiving port on the SMTP mail server. The default is 25.
•
Mail Drop: Used with VPNM to indicate the destination folder for outgoing emails on the
SMTP Server.
•
Server Requires Authentication:
An Optional setting. If required the Account Name and Password need to be entered.
There is an option to select Challenge response Authentication if required.
Installation & Maintenance
Voicemail Pro 3.0
Page 112
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Configuration
User Management
Note: This tab is currently not used in Voicemail Pro 3.0 and may be hidden.
This tab is used to define user names and passwords for remote applications allowed to add to or modify
the Voicemail Pro server call flows. This is not necessary for the Voicemail Pro Client application being
run on the Voicemail Pro server PC.
Right-click on the panel to select Create User, Modify User or Delete User. Selecting Create User or
Modify User displays an additional menu.
•
User ID: This field must be matched by the application logging in to the Voicemail Pro.
•
New Password: This field must be matched by the application logging in to the Voicemail Pro.
•
User Name: This field is description used for display only.
•
Tool Name: This selector must be set to match the application sending data to the Voicemail Pro
server. Currently within IP Office 3.0 only Wizard is supported. Multisite and VMPro are for
future usage.
Installation & Maintenance
Voicemail Pro 3.0
Page 113
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
System Preferences
System Preferences: General
•
Default Telephony Interface
Controls how the mailbox access appears to users. Can be switched between IP Office and
Intuity. See Telephony Operation Mode.
•
Voicemail Password
If set, this must match the Voicemail Password configured on the IP Office. See System
Configuration.
•
System Fax Number
Supported in Intuity mode only. If a number is set here, fax tone detection is enabled for all
mailboxes. When incoming fax tone is detected, the call will be transferred to the number set
here unless the mailbox user has set their own personal fax number. See Voicemail Pro Fax
Operation
•
Max. Message Length (secs) (Default = 120 seconds)
Sets the maximum length in seconds of any messages/recordings taken by the Voicemail Pro, up
to a maximum of 3600 seconds (60 minutes). 1 minute equals approximately 1MB of disk space.
•
Max. VRL Record Length (secs) (Default = 3600 seconds)
Set the maximum recording time for calls being recorded for VRL (Calls recorded to a third party
call archiving system). 3600 seconds (60 minutes) is the maximum.
•
Play Advice on Call Recording
Used with recording calls. When enabled, this feature plays a message to callers advising them
that their call is being recorded.
•
Enable Fax Sub-Addressing
The Voicemail Pro can be used to re-route fax calls to a third party fax server. Most such fax
server perform fax forwarding based on DTMF signalling received with the fax call. This
configuration option enables the retention and passing on of that signalling.
Installation & Maintenance
Voicemail Pro 3.0
Page 114
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Configuration
System Preferences: Directories
This tab is used to indicate where various folders used are located.
•
Voicemail Server Directory
Indicates the location of the voicemail server program. This is the folder to which the file
Root.vmp is saved when the Save & Make Live command is used.
•
Voicemail Server Speech Directory
Indicates the location of the folders containing the libraries of speech prompts.
•
Remote Campaign Directory
Use this field to browse for the directory in which campaign files should be stored.
Installation & Maintenance
Voicemail Pro 3.0
Page 115
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
MAPI System Preferences.
This tab allows the selection of either MAPI or SMTP operation for the sending of emails. Emails
services are used for voicemail email, IMS and email text to speech. Therefore the settings here should
not be adjusted without first confirming that all other steps appropriate to which ever of those service is
being used have been followed. See also Server Configuration.
•
MAPI Profile
Allows the voicemail server to sign on to MAPI using a particular profile name if necessary.
•
MAPI Password
This is the password for the profile specified above.
•
Use Email Protocol
Allows the selection of SMTP (send voicemail email alerts only) or MAPI (voicemail email, email
TTS). Requires further email configuration and setup, see Voicemail Email. If the protocol is
changed, the Voicemail Pro service must be stopped and restarted.
Installation & Maintenance
Voicemail Pro 3.0
Page 116
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Configuration
System Preferences: Housekeeping
Housekeeping is used to automatically deletion different types of messages after a set period. The
default settings are shown below. The system initiates housekeeping after any two hour period of no call
activity. See Automatic Message Deletion - Housekeeping.
All the settings can be changed to suit the users preferences.
Installation & Maintenance
Voicemail Pro 3.0
Page 117
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
SNMP Alarm
The IP Office system can be configured to send SNMP (Simple Network Management Protocol) alarms.
When this is configured, the Voicemail Pro server can tell the IP Office system when to send SNMP
alarms about its available disk space.
•
Alarm Threshold Unit
Allows the alarm level to be defined in either Disk Space Left (MB) or Recording Time left
(min).
•
Alarm Threshold Level
Sets the number of units (minutes or MB) left at which the SNMP alarm is triggered. The
minimum settable is 11. This also sets two further SNMP alarms levels. The alarm for when
available space has returned to a sufficient level is set at the Alarm Threshold Level plus 30. A
critical alarm level is set, at Alarm Threshold Level minus 30 or, when the Alarm Threshold Level
is less than 40, Alarm Threshold Level minus 10.
•
•
Note: Currently, once the critical alarm level is below 30, it will increment downward in
accordance to the rule stated above but will not reset upwards to a higher value except
following the use of the Default Settings button.
Default Settings
Returns the Alarm Threshold Level to 60 (and the OK level to 90 and critical level to 30).
Installation & Maintenance
Voicemail Pro 3.0
Page 118
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Configuration
VPNM Preferences
This option will only be active if VPNM was selected during installation and is licensed. VPNM servers
can be added and then users added to the servers.
•
•
VPNM Server Section.
•
To add a server, click the Add button. Enter the server's fully qualified domain name and
the two digit access prefix. Click OK.
•
To delete a server, select the server in the listing and then click on the Delete button.
When a server is removed all the users associated with the server are also deleted.
Users for VPNM Servers Section.
•
To Add a user for a server select the VPNM server then click on the Add button. A form
will appear. The user's full name, local extension number, remote extension number and
full telephone number MUST be completed before the user can be added.
•
To Modify a user select the user then click the Modify button. You are only able to
change the user's full name, the local extension number and the full telephone number.
Installation & Maintenance
Voicemail Pro 3.0
Page 119
40DHB0002USAW Issue 13i (15th January 2005)
IP Office Configuration
IP Office Configuration
The default IP Office configuration settings allow almost immediate voicemail operation once a voicemail
server is running on the LAN. Those default settings are:
•
Voicemail running on a PC accessible 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.
•
Whilst hunt group mailboxes are created and used by default, 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.
A range of settings and controls are accessible through the IP Office Manager application to configure
the voicemail operation. The following sections detail those settings and controls.
Installation & Maintenance
Voicemail Pro 3.0
Page 121
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
System Configuration
The IP Office must be configured to recognize which PC is acting as its Voicemail Server.
The IP Office is configured via the Manager application and these settings can be found in the
Voicemail tab of the System configuration form.
•
Voicemail Type: Default = PC
For Voicemail Pro operation select PC.
•
Voicemail Destination: Default = Blank
Not used with Voicemail Pro.
•
Voicemail IP Address: Default = 255.255.255.255
Enter the IP address of the PC on which the voicemail server is running. This can be left set to
255.255.255.255 (a broadcast address) if there is only one voicemail server on the network.
•
Voicemail Password/Confirm Password : Default = Blank
If you set a password here, the same password must be entered in the Voicemail System
Preference, see Voicemail System Preferences.
Installation & Maintenance
Voicemail Pro 3.0
Page 122
40DHB0002USAW Issue 13i (15th January 2005)
IP Office Configuration
Using Voicemail to Give Error Messages
Voicemail can be used to give out messages when certain numbers are dialed. For example, if users are
barred from making international calls, rather than giving users the busy tone a recording similar to
"International calls are not permitted" could be played instead. The following example could be used:
1. Create a user that will allow you to record the message and give this user a Voicemail Code, e.g.
•
Name: Barred
•
Full Name: Internal calls error message
•
Extension: 403
2. Use a short code to access the user's voicemail to enable you to record the message, e.g.
•
Short Code: *95
•
Telephone Number: "?Barred" (include quote marks)
•
Line Group ID: 0
•
Feature: VoicemailCollect
3. Record a new greeting message for the above user, e.g. "International calls are not permitted"
and save as a Continuous Loop.
4. Create a short code so that when a user dials an international call they will be played the error
message, e.g.
•
Short Code: 00N
•
Telephone Number: "#Barred" (include quote marks)
•
Line Group ID: 0
•
Feature: VoicemailCollect
Installation & Maintenance
Voicemail Pro 3.0
Page 123
40DHB0002USAW Issue 13i (15th January 2005)
User Configuration
User Configuration
Within IP Office Manager, the following options are configurable via the Voicemail tab for each User.
For details of the Voice Recording tab refer to Recording Calls.
•
Voicemail Code: Default = Blank
A code (1-15 digits) used by the voicemail server to validate access to this user's voicemail box.
This is required when users retrieve voicemail messages remotely, ie. from another user's
extension or from an external telephone, e.g. a mobile. If remote access is attempted and a
Voicemail Code has not been configured, the message "Remote access is not configured on this
mailbox" will be played.
•
Confirm Voicemail Code:
The Voicemail Code must be retyped to ensure it has been correctly entered.
•
Voicemail Email: Default = Blank
An email address can be used for sending email alerts about new messages. See Voicemail
Email. Also used for email reading.
•
Voicemail Reception: Default = Blank
The number to which callers leaving messages in the mailbox can be transferred. See Voicemail
Reception/Operator.
•
Voicemail On: Default = On
When on, the mailbox is used to answer the user's unanswered or busy calls.
•
Voicemail Help: Default = Off
Controls whether, for IP Office mailbox mode, users retrieving messages are given an additional
prompt "For help at any time press 8". This option does not affect Intuity emulation mailbox mode
(Voicemail Pro) where the prompt "For help at any time press *H" is played.
•
Voicemail Ringback: Default = Off
If enabled and a new message has been received, the voicemail server will call the user's
extension whenever it returns from off-hook to on-hook. The voicemail server will not ring the
extension more than once every 30 seconds.
•
Voicemail Email Mode: Default = Off
Controls the method of operation of Voicemail Email above.
•
•
Off: Voicemail email mode not used.
•
Copy: A copy of the message is sent to the email account.
•
Forward: Messages are sent to the email account and deleted from the Voicemail server.
•
Alert: Notification that a new message has been received is sent to the email account.
Voicemail Email Reading: Sets whether the Voicemail Email address can be used for email
reading. See Email Reading
Installation & Maintenance
Voicemail Pro 3.0
Page 125
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
User Source Number Configuration
This tab in the User form gives a list of Source Numbers. Several of these numbers can relate to
voicemail operation.
•
Telephone Number: Default = V plus own extension number
Right-click within the Telephone Number box and select Add.
•
V<Callers CLI> = Voicemail Trusted Source access
Allows access to the user's mailbox from a specified CLI number, e.g. V201 or
V7325551237 without entering the mailbox access code. The default is the user's own
extension number but additional numbers may be added. Note: Only supported by
Voicemail Lite and Voicemail Pro using IP Office Mailbox mode.
•
H<Group Name> = Hunt Group Voicemail Indication
Allows the user to receive message waiting indication of new group messages. Enter H
followed by the group name, e.g. HMain. See Hunt Group Message Waiting Indication.
•
P<Telephone Number> = Voicemail Ringback Number
For user's with voicemail ringback enabled, this entry sets the ringback destination to a
number other than the user's own extension. The voicemail server will ring that number
when the user has a new voicemail message. Enter P followed by the telephone number
including any necessary external dialing prefix, e.g. P917325559876. This facility is only
available when using Voicemail Pro through which either a default Callback start point or
a user specific Callback start point has been setup. See Callback (Outcalling)
Voicemail Reception/Operator
After a caller has been routed to a mailbox to leave a message, the mailbox user may wish them to have
the option of transferring to another number. For example, to transfer to a receptionist, secretary or an
external number such as the user's mobile.
To do this using Manager, the required number required should be entered Voicemail Reception box in
the user's Voicemail tab. The user should record a new greeting message informing callers that if they
can press 0 to transfer to that number.
When a Leave Mail action is used in a custom call flow to access the mailbox, operation differs.
•
For IP Office mode, the call follows the Leave Mail action's Failure or Success results depending
on whether the caller presses 0 before or after the record tone.
•
For Intuity mode, pressing 0 always follows the mailbox user's Voicemail Reception setting.
Installation & Maintenance
Voicemail Pro 3.0
Page 126
40DHB0002USAW Issue 13i (15th January 2005)
Routing Calls to Voicemail
Transferring Callers to Voicemail
This document shows the different methods by which callers can be transferred to voicemail. The
transfer can be used to route the caller to a specific mailbox to leave or collect messages or to a
particular Voicemail Pro start point.
Details cover 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.
Routing User 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 the Manager program (default 15 seconds).
The caller will hear the standard greeting message. A user can record their own standard greeting
message if required.
When new messages are received, the user's telephone call display or IP Office PC application will be
updated to show the number of new messages waiting.
If Voicemail Ringback is enabled, the Voicemail Server will ring the user's extension to attempt to
deliver new messages after the user next uses the telephone.
All messages are stored until they have been listened to and then are automatically deleted after a set
time (default 36 hours if installed in IP Office mode, 30 days if installed in Intuity mode). IP Office mode
supports the ability for users to indicate a message as saved and so exempt from automatic deletion.
At any stage whilst listening to Voicemail messages the user can ask for online help by pressing 8.
A user can turn Voicemail and Voicemail Ringback on or off via Phone Manager or using the default
short codes as follows:
•
*18 - To turn Voicemail on.
•
*19 - To turn Voicemail off.
•
*48 - To turn Voicemail ring back on.
•
*49 - To turn Voicemail ring back off.
Installation & Maintenance
Voicemail Pro 3.0
Page 127
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Transfer Calls to Voicemail
The facility to transfer a call directly to a user's voicemail is available using the SoftConsole or Phone
Manager applications. For users not using these applications a short code can be created.
For example:
•
Short Code: *201
•
Telephone Number: "#Extn201" (include quote marks)
•
Line Group ID: 0
•
Feature: VoicemailCollect
•
Note: 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 quote
marks as shown above.
Using Short Codes to Access Voicemail
The short code VoicemailCollect feature can be used to route callers to voicemail. The service they
receive is set by the Telephone Number field.
Note: In these examples we have used *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.
•
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.
Installation & Maintenance
Voicemail Pro 3.0
Page 128
40DHB0002USAW Issue 13i (15th January 2005)
Routing Calls to Voicemail
Using VM: to Access Voicemail
Another method to access 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,
PhoneManager and Manager.
•
Example 1: SoftConsole access to the mailbox Main
From their eConsole the user wants single click access to check for messages in the hunt group
mail box Main (extension ID 200).
1. Start the SoftConsole.
2. Right-click on one of the BLF panel tabs.
3. Select New and then BLF Group Member.
4.
Enter a Name, for example Messages.
5. Enter a Number, in this case enter VM:?Main or VM:?200.
6. Click on OK.
7. The operator can now check for messages in that groups mailbox with a single click.
•
Example 2: Accessing a Module from Phone Manager
The user want to access a particular Voicemail Pro module, for this example one called
TimeCheck.
1. Start Phone Manager.
2. Click on the Speed Dials tab.
3. Right-click and select New.
4. Enter a Name, for example Time Check.
5. Enter a Number, in this case enter VM:TimeCheck.
6. Click on OK.
•
Example 3: Incoming Call Routing
The VM notation can be used in the Destination field of a Manager Incoming Call Route. This
will allow you to route calls that match the Incoming Call Route's criteria to a particular mailbox or
Voicemail Pro module.
VM: versus Short Codes?
The VM: method is easier to deploy. In fact for SoftConsole and Phone Manager it can be used without
having to access and alter the Manager configuration. However VM: obviously cannot be dialed from a
physical phone.
Short codes have the advantage that they can be dialed at any extension once setup through Manager.
Installation & Maintenance
Voicemail Pro 3.0
Page 129
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Voicemail Telephone Numbers
This section details the options that can be used with VoicemailCollect short codes and with VM: in order
to access a mailbox or Voicemail Pro start point.
Voicemail Lite and Pro
In these example we have used a mailbox called Main with extension number 200.
Note: User attempting to collect mail from user mailboxes will be prompted for the voicemail PIN code is
not accessing from a trusted source.
Collect Messages
Leave Messages
Short Code
?200
"?Main"
#200
"#Main"
Application Number Field
VM:?200
VM:?Main
VM:#200
VM:#Main
Voicemail Pro Start Points
The following only apply when a matching start point has been setup.
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.
User Start Points
- Collect
- Leave
- Callback
Group Start Points
- Collect
- Leave
- Queued
- Still Queued
Default Start Points
- Collect
- Leave
- Queued
- Still Queued
Shortcode Start Points
Module Start Points
Campaigns
- Leave
- Collect
Installation & Maintenance
Voicemail Pro 3.0
Short Code
Application Number Field
for examples a user called Extn205.
"Extn205.Collect"
VM:Extn205.Collect
"Extn205.Leave"
VM:Extn205.Leave
"Extn205.Callback"
VM:Extn205.Callback
for example a group called Main.
"Main.Collect"
VM:Main.Collect
"Main.Leave"
VM:Main.Leave
–
–
–
–
"Default.Collect"
VM:Default.Collect
"Default.Leave"
VM:Default.Leave
–
VM:Default.Queued"
–
VM:Default.Still Queued"
for example a shortcode start point called DVM.
"Short Codes.DVM"
VM:Short Codes.DVM
for these examples a module called Attend…
"Attend"
VM:Attend
for example a campaign called Catalogue.
–
VM:Catalogue
–
VM:Catalogue.Collect
Page 130
40DHB0002USAW Issue 13i (15th January 2005)
Routing Calls to Voicemail
Example Call Flow: SelfSelect Module
In this example we will create a Voicemail Pro module that allows callers to select to which extension
they want. If that extension is busy or doesn't answer they can then leave a message in the targets
mailbox.
Note: A copy of this module can be found in Voicemail Pro Samples within the help pages.
The Voicemail Pro Module
1. In Voicemail Pro, we added a module which we named SelfSelect.
2. First we added a Menu action and set its properties as follows:
•
On the Touch Tones tab we set the Wait for a key press for option to 5 seconds. This
gives the action a Timeout result which can be used if the caller does nothing or doesn't
has DTMF dialing.
•
Our IP Office has extensions and groups numbered in the 200 to 299 range. So we added
the touch tone sequence 2?? to match any dialing in that range.
•
In Entry Prompts we recorded a prompt along the line of "Dial the number you want or
wait for reception".
3. We added a Transfer action. In its properties, on the Specific tab we set the Destination to
Main, the hunt group containing our receptionists.
4. We then added a connection from the Menu action's Timeout result to the Transfer action.
5. We added an Assisted Transfer action. In its properties, on the Specific tab we entered $KEY
in the Mailbox field.
6. We then added a connection from the Menu action's 2?? result to the Assisted Transfer action.
7. We added a Leave Mail action. In its properties, on the Specific tab we again entered $KEY in
the Mailbox field.
8. We then added connections from the Assisted Transfer action's No Answer and Busy result to
this action.
9. We then added connections from the Assisted Transfer action's Next result and the Leave Mail
action's Success and Failure results back to the Menu action.
•
Note: The Success and Failure results in a Leave Mail action are only used if the caller
presses 0 when in the mailbox.
10. The call flow was then saved and made live.
Installation & Maintenance
Voicemail Pro 3.0
Page 131
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Creating a Matching Short Code
We now need a short code that can be used to route callers to the SelfSelect module.
1. Start IP Office Manager and receive the configuration.
2. We added a new system short code so that it would be available to all callers.
3. We chose to use *80 and set it as shown below:
•
The entry “#SelfSelect” indicates name of the Voicemail start point for the call, in this
case the Voicemail Pro module SelfSelect.
•
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.
4. We then merged the new configuration.
5. At any extension we can now test the routing by dialing *80. We can then wait to be transferred to
reception or dial the extension or group that we want.
Using the Module
We can now assign the short code *80 or the path VM:SelfSelect to a whichever method by which the
user wants to transfer callers to the voicemail service.
Installation & Maintenance
Voicemail Pro 3.0
Page 132
40DHB0002USAW Issue 13i (15th January 2005)
Accessing Voicemail Remotely
Overview of Remote Access
By default a user can access voicemail from their own extension (using *17).
User's mailboxes cannot be accessed from any other location (internal or external) until a
Voicemail Code has been set for the mailbox. This is done through the User's configuration form in the
Manager program.
Once a Voicemail Code has been set, the mailbox can be accessed from other locations (see following
sections) and the caller will be prompted to enter Voicemail Code.
If direct access is required the location can be setup as a 'trusted location' (Not supported by Voicemail
Pro using Intuity Mailbox mode) . The caller will then not be required to enter the Voicemail Code.
•
Note: This requires that the incoming call provides a matching CLI.
Access Voicemail from Another Extension
1. Dial the extension whose mailbox is required.
2. When diverted to voicemail, press 8 during the voicemail greeting.
3. If not calling from a 'trusted location', enter the Voicemail Code when requested.
Access from Any Extension for All Users
To use this facility a short code must be created.
For example:
•
Short Code: *98
•
Telephone Number: ?Anonymous (note no quote marks)
•
Line Group ID: 0
•
Feature: VoicemailCollect
Any user can now dial *98 from any extension. They will be prompted for their mailbox number
(extension number) and Voicemail Code.
Installation & Maintenance
Voicemail Pro 3.0
Page 133
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Access from Any Extension for a Specific User
To use this facility a short code must be created.
For example:
•
Short Code: *90
•
Telephone Number: "?Extn201" (include quote marks)
•
Line Group ID: 0
•
Feature: VoicemailCollect
The user ('Extn201' in this example) can now dial *90 from any extension and then enter their Voicemail
Code to access their voicemail messages.
Access from a Trusted Extension
If a user regularly accesses their voicemail messages from another extension, this extension number
can be set up as a "trusted location". (Not supported by Voicemail Pro using Intuity Mailbox mode)
For example in the Source Numbers tab of the User's form for extension 214, add an entry V204. Now
when the user, Extn214, dials *90 from extension 204 they will not be prompted for their Voicemail Code.
Accessing Voicemail from an External Location
If users wish to access their Voicemail messages when away from the office an Incoming Call Route can
be used for this facility. The Incoming Call Route must be set up with the destination as Voicemail.
Direct Access from a Trusted External Location
If a user regularly accesses their mailbox from the same external location, that number can be set up as
a "trusted location" (Not supported by Voicemail Pro using Intuity Mailbox mode). In the Source
Numbers tab of the User form in the Manager program add an entry V followed by the telephone
number, e.g. V01923 383838.
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 User Source
Number Configuration.
•
Note: This requires that the incoming call provides a matching CLI.
Installation & Maintenance
Voicemail Pro 3.0
Page 134
40DHB0002USAW Issue 13i (15th January 2005)
Accessing Voicemail Remotely
Voicemail Pro Callback (Outcalling)
Voicemail callback is a service whereby the Voicemail Pro will call a specific number whenever the user
receives a new voicemail message.
To use this service requires configuration of a callback start point on the Voicemail Pro and entry of a
callback number through IP Office Manager.
1. Setting Up the Callback Call Flow
The call flow we have created below is a very simple example. In practice we could also 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, see
Using a Play Configuration Menu Action.
1. Under
Specific Start Points, right-click on
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
Callback.
4. Add a
Get Mail action and under the Specific tab, in Mailbox enter the user's name again or
extension number.
•
IMPORTANT
Record an entry prompt for the first action in the callback call flow. Experience with
connection to some cell phone systems has revealed that this entry prompt may need to
be up to 20 seconds in length.
5. Connect the
6.
Start Point and the
Get Mail action.
Save and make live.
The Default Callback Start Point
In the example above we created a callback call flow for the 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.
Installation & Maintenance
Voicemail Pro 3.0
Page 135
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
2. Setting the User's Callback Number
The callback number is initially set through IP Office Manager.
1. In Manager, click on
2. Click on
to receive the system's configuration.
User to display a list of existing users.
3. Double-click on the user for whom callback is being setup.
4. Select the Voicemail tab.
•
In Voicemail Code enter a pin code and confirm this in Confirm Voicemail Code.
5. Select the Source Numbers tab. Right-click and select add to add a new number.
•
Callback Number
Enter P followed by the destination telephone number. If you system requires an external
dialing then that prefix must be included, for example P901923555456. If connecting to a
cell phone or pager system that expects digits in separate sets, use , (comma) characters
to add pauses to the telephone number dialing.
•
Trusted Source
If calls from the callback number include ICLID, you can set that number as a trusted
source. In that case no request for the user's voicemail code is made following the
callback. Enter V followed by the CLI displayed on calls from the callback number, for
example V01923555456.
6. Click on OK.
7. Click on
to send the configuration back to the IP Office. If the only changes made were to user
settings, select Merge Config.
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.
Play Configuration Menu action. This action allows the
Of main interest to a callback user is 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).
Installation & Maintenance
Voicemail Pro 3.0
Page 136
40DHB0002USAW Issue 13i (15th January 2005)
Hunt Groups
Hunt Group Voicemail
Voicemail provides a number of services for hunt groups.
•
•
Queuing & Out of Hours Greetings
If the hunt group is using queuing or is in out-of-hours mode, the voicemail server provides
appropriate greetings to callers. These greetings can be altered through the normal mailbox
controls.
•
Voicemail Pro allows the actions available to a queued caller to be customized in addition
to the greetings.
•
Note that the Voicemail Pro does not control the queuing of calls. That is performed by
the IP Office switch which presents queued and still queued calls at the appropriate times
and provides the queue position and ETA data.
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 rung for the number of seconds defined
in the IP Office's Allocated Answer Interval (No Answer Time) parameter (default 15 seconds).
IMPORTANT: Access to Hunt Group Messages
By default there is no indication when a hunt group mailbox contains messages and no direct access
method to a hunt group's mailbox.
•
For message indication, a user with an appropriate H source number entry must be setup. See
Displaying and Accessing Hunt Group Messages.
•
For access by other users an access short code can be used. See Accessing Hunt Group
Voicemail Using a Short Code.
Installation & Maintenance
Voicemail Pro 3.0
Page 137
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Hunt Group Configuration
Using IP Office Manager, the following options can be configured via the Voicemail tab of the Hunt
Group form. For details of the Voice Recording tab see Recording Calls.
•
Voicemail Code: Default = Blank
A security code (1 to 15 digits) used by the voicemail server. This is required by users retrieving
messages for this hunt group remotely; ie. from an extension that is not a member of the hunt
group or from an external telephone.
•
Confirm Password:
The Voicemail Code must be retyped to ensure that it has been entered correctly.
•
Voicemail Email: Default = Blank
This address can be used to provide email notification of new messages, see Voicemail Email
Integration.
•
Voicemail On: Default = On
Each Hunt Group can use Voicemail to collect group related messages. Use this option to turn
this feature on or off.
•
Broadcast: Default = Off
When off, message waiting indication is only sent to specifically configured users. When on,
messages are forwarded to the individual mailboxes of the hunt group members.
•
Voicemail Help: Default = Off
When retrieving Voicemail messages users can be given a recorded message helping them to
use the Voicemail facility - "For help at any time press 8." This option will turn this facility on or
off.
•
Voicemail Email mode: Default = Off
If a Voicemail Email address has been entered above, select one of the following modes:
•
Off: Voicemail messages or notifications are not automatically sent.
•
Copy: A copy of the message is sent to the email account.
•
Forward: Voicemail messages are sent to the email account and deleted from the
Voicemail server.
•
Alert: Notification that a new Voicemail message has been received is sent to the email
account.
Installation & Maintenance
Voicemail Pro 3.0
Page 138
40DHB0002USAW Issue 13i (15th January 2005)
Hunt Groups
Hunt Group Message Waiting Indication
By default no message waiting indication (MWI) is provided for hunt group. where required indication can
be enabled for specific users. Those users don't not need to be members of the hunt group.
Users receiving hunt group message waiting indication are also provided with methods to access the
mailbox. The method depend on the type of phone or IP Office application they are using.
•
Phone Manager:
If the user uses Phone Manager, the group name and number of new messages appears in the
Messages tab. This can be clicked to access the group's mailbox.
•
4400, 4600 and 6400 Series Phones:
button, press Menu
| Menu
| Msgs | Voice. The group
On phones with a Menu
name is shown along with the number of new messages. Press the display button to access the
group mailbox.
•
Voicemail Ringback:
If the user has voicemail ringback enabled, ringback will occur for new group messages as well
as new personal messages. Note: Ringback for personal messages will take place before any
ringback for new group messages.
•
Voicemail Code:
If the user is not a member of the hunt group, a voicemail code is also required. This is entered
through the Voicemail Code field on the Hunt Group | Voicemail tab in the IP Office's
configuration.
•
Alternatively the user can be made and member or the group but have their membership
set to disabled. This allows them to access the group's mailbox without receiving group
calls.
Installation & Maintenance
Voicemail Pro 3.0
Page 139
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Hunt Group Message Waiting Indication
This method of configuring hunt group message waiting indication allows individuals, including users
who are not member of the group, to receive hunt group message waiting indication.
1. Using IP Office Manager, use
to receive the IP Office system's configuration.
User to display the existing users.
2. Click on
3. Double-click on the entry for the user requiring hunt group message waiting indication.
4. The user settings are displayed. Click on the Source Numbers tab.
5. Right-click on the white area and select Add.
6. In the Telephone Number field enter H followed by the hunt group name. For example, to receive
message waiting indication from the hunt group main enter HMain.
7. Click OK.
8. Click OK.
9. Click
to merge the configuration change back to the IP Office.
Installation & Maintenance
Voicemail Pro 3.0
Page 140
40DHB0002USAW Issue 13i (15th January 2005)
Hunt Groups
Configuring Group Broadcast
Enabling group broadcast forwards copies of new hunt group messages to the individual user mailboxes
of hunt group members.
1. Using IP Office Manager, use
to receive the IP Office system's configuration.
Hunt Group and then double-click on the hunt group required.
2. Click on
3. Click on the Voicemail tab.
4. Click on Broadcast to select that option.
5. Click OK.
6. Click
to merge the configuration change back to the IP Office.
Installation & Maintenance
Voicemail Pro 3.0
Page 141
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Accessing Hunt Group Voicemail Using a Short Code
To access messages for a Hunt Group, a short code can be created:
For example, for a group called Main:
•
Short Code: *99
•
Telephone Number: "?Main" (include quote marks)
•
Line Group ID: 0
•
Feature: VoicemailCollect
For system running in Intuity mode, the above will only work if the user is a member of the group and a
custom call flow has also been setup for that hunt groups collect start point.
Members of the Main hunt group 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.
Installation & Maintenance
Voicemail Pro 3.0
Page 142
40DHB0002USAW Issue 13i (15th January 2005)
Hunt Groups
Out of Hours Operation
Voicemail provides a number of greetings for groups. One of these is an Out of Hours Greeting.
Through Manager or using 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.
•
Note: Alternatively if an Out of Service Fallback Group has been configured then 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.
•
Note: Alternatively if an Out of Hours Fallback Group has been configured then callers are
passed to that group.
Installation & Maintenance
Voicemail Pro 3.0
Page 143
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Hunt Group Queuing
If enabled, a call will be held in a queue when all available extensions in the Hunt Group are busy.
•
A fault in operation between the IP Office switch and Voicemail Pro server means that the Still
Queued message is not played if the hunt group name exceeds 13 characters.
The Queue Ring Time defines the number of seconds the caller will hear the ringing tone before being
played the "You are in a queue greeting". The caller will then be placed on hold for 20 seconds and then
played the "You are still in a queue greeting". The caller is then placed on hold again and played the still
queued message every 20 seconds.
This is the default queuing sequence used for Voicemail Lite and Voicemail Pro. Using Voicemail Pro
you can define custom actions and prompts for the queuing sequence. See Using Queued and Still
Queued Start Points.
•
Queuing On
: Default = On
If selected, queuing will be available for the hunt group.
•
Queuing Limit: Default = Blank
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.
•
Queue Ring Time: Default = 10 seconds
This facility defines the time (in seconds) before the caller is placed in the queue.
An additional option in the Hunt Group tab controls the interaction of queuing and the hunt group's
overflow group.
•
Overflow Time: The Overflow Time will allow the use of both the queuing and overflow facilities.
This feature defines the time (in seconds) the caller will be held in the queue before being passed
to the Overflow Group. If all extensions in the Overflow Group are also busy the caller will be
returned to the queue. If an Overflow Time is not specified calls will be passed directly to the
Overflow Group and the queuing facility will not be used.
Installation & Maintenance
Voicemail Pro 3.0
Page 144
40DHB0002USAW Issue 13i (15th January 2005)
Hunt Groups
Customizing Queuing
With Voicemail Pro, the greetings and actions provided to a caller held in a group's queue can be
customized using the Queued and Still Queued start points for that group.
•
The Queued start point replaces the default "You are in a queue" greeting.
•
The Still Queued start point replaces the default "You are still in a queue" greeting.
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. Attempting to return the caller using a Transfer or
similar action will place the caller at the back of the queue as a new call.
Changing the Greetings
If the voicemail system is operating in IP Office mailbox mode, the hunt group mailbox users can change
the queued and still queued greetings themselves. To do this they should access the hunt group mailbox
and press 3.
Call Flow Customization
The 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.
Queue ETA and Queue Position actions can be used to provide callers with queue
The
information and then place them back in the queue. Within a Queue or Still Queued start points call
flow, the default action for any unlinked results is to place the caller back in to the queue rather than
disconnect the caller.
•
Note in 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 are for some callers may be overridden by calls with a higher
priority.
Further customization can be applied using actions such as a
Menu action to let the caller select, for
example, to leave a message, be transferred to another number or return to the queue.
The two Voicemail Pro variables, $ETA and $POS, can be used to further customize the Queued and
Still Queued call flows.
•
$ETA: Queued Callers Estimated Time to Answer
If used in a prompt list, will speak the callers ETA, eg. "Your estimated time to answer is 5
minutes." If used elsewhere, such as in a condition, returns the ETA in minutes as a numeric
value.
•
$POS: Queued Callers Queue Position
If used in a prompt list, will speak the caller's queue position, eg. "You are in queue position 2." If
used elsewhere, such as in a condition, returns the caller's queue position as a numeric value.
The importance of these two 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.
Installation & Maintenance
Voicemail Pro 3.0
Page 145
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Example Call Flow Using $POS
The screen shot below shows a Queued call flow which uses a condition to test the value of $POS for
the queued caller.
•
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.
•
When the caller is queue position 5, they are asked to leave a message.
•
As alternates to a Leave Mail action, the caller could be taken through a Voice Question or
Campaign action to collect required information and saving the caller's responses as a message.
Installation & Maintenance
Voicemail Pro 3.0
Page 146
40DHB0002USAW Issue 13i (15th January 2005)
Using the Voicemail Pro Client
Overview of Voicemail Pro
This section details using the Voicemail Pro client to customize the operation of the Voicemail Pro sever.
•
Default Operation
The default operation for Voicemail Mail Pro is to provide voicemail for all users and hunt groups
and so essentially emulate Voicemail Lite operation.
•
Customized Operation
Voicemail Pro is used to program alternative actions for those users and hunt groups who require
facilities differing from those provided by a standard mailbox. It can also be used to program a
series of voicemail actions triggered by the dialing of a short code.
Relevant Sections:
•
Using Voicemail Pro
Covers general usage of the Voicemail Pro client.
•
Voicemail Pro Actions
Covers the individual actions that can be used within a Voicemail Pro call flow. See Voicemail
Pro Actions.
•
Voicemail Pro Modules
Covers how pre-programmed sequences of actions can be used to simplify Voicemail Pro
programming. See Voicemail Pro Modules.
•
Conditions Editor
Covers the Conditions Editor which allows voicemail operation to alter according to factors such
as time, date, day, etc. See Conditions Editor.
•
Voicemail Pro Campaigns
Covers the creation and operation of Voicemail Pro Campaigns. See Voicemail Pro Campaigns.
Installation & Maintenance
Voicemail Pro 3.0
Page 147
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
The Voicemail Pro Screen
Voicemail Pro Client is a windows interface used to program the Voicemail Pro Server.
•
The title bar indicates which telephony interface is being used e.g. IP Office or Intuity. To change
the interface see General Preferences.
•
The toolbar across the top of the screen provides access to a range of icons. See Toolbar Icons.
•
The top left-hand panel contains an expandable/contractible list of customizable voicemail start
points. See Start Points.
•
The bottom left-hand panel contains a library of voicemail modules. See Voicemail Pro Modules.
•
The right-hand panel contains information relevant to whatever is currently selected in either of
the left-hand panels.
Starting Voicemail Pro
1. From the Start menu, select Programs.
2. Select IP Office
3. Select Voicemail Pro.
4. When Voicemail Pro is started, it loads the call flow database file Vmdata.mdb.
Save & Make Live. This saves the
5. Once this file has been edited in any way, click on
database and also compiles it into a Root.vmp file which is used by the Voicemail Pro server.
Installation & Maintenance
Voicemail Pro 3.0
Page 148
40DHB0002USAW Issue 13i (15th January 2005)
Using the Voicemail Pro Client
Toolbar Icons
The Voicemail Pro screen provides the following icons. Note that these may be grayed out according to
which area of the Voicemail pro screen is currently active.
•
Save as: See Saving and Making Live.
•
Save & Make Live: See Saving and Making Live.
•
•
•
Cut: Removes currently highlighted text and copies it to the Windows clipboard.
Copy: Copies currently highlighted text to the Windows clipboard.
Paste: Pastes the contents of the Windows clipboard to the current cursor position if
appropriate.
•
Add Start Point: See Adding a Start Point.
•
Edit Start Point: See Editing a Start Point.
•
Delete Start Point: See Deleting a Start Point.
•
Preferences: See System Preferences.
•
User Defined Variables: See User Defined Variables.
•
Conditions Editor: See Conditions.
•
Campaigns: See Introduction to Campaigns.
•
Connection: See Connections.
•
Basic Actions.
•
Mailbox Actions.
•
Configuration Actions.
•
Telephony Actions.
•
Miscellaneous Actions.
•
Condition Actions.
•
Database Actions.
•
Queue Actions.
Installation & Maintenance
Voicemail Pro 3.0
Page 149
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
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.
The left-hand panel contains an expandable and collapsible list of start points. These can be start points
for individual users, hunt groups, short codes and defaults start points.
•
Specific Start Points: This folder contains the start points for users, groups and short codes.
•
Users:
This folder contains start points setup for individual users.
•
This is a user who has one or more start points configured. It can be expanded
to show the different start points.
•
Collect: Used when the user rings voicemail.
•
Leave: Used for calls to the user that are redirected to voicemail
•
•
Groups:
This folder contains start points setup for hunt groups.
•
This is a group that has one or more start points configured. It can be
expanded to show the different start points.
•
Collect: Used when someone accesses the group's mailbox.
•
Leave: Used when calls to the hunt group are redirected to voicemail.
•
•
Callback: Used when voicemail rings a user to inform them of
messages in the user's mailbox, see Callback (Outcalling).
Queued & Still Queued: Used when calls to the group are queued.
See Voicemail Pro Queuing.
Short Codes: This folder contains any start points setup for particular short codes.
•
An individual short code on the IP Office. Note that this requires a matching
special Short Code to be setup in Manager, see Short Code Start Points.
•
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.
•
Modules:
Modules are reusable sets of actions. They allow you to create a sequence of actions that you
can then use within any other start point's call flow. Any changes to the module will affect all the
start points using that module. This simplifies the programming of actions if a number of start
points use the same sequence of actions. Using modules also reduces the size of the call flow.
See Voicemail Pro Modules.
Installation & Maintenance
Voicemail Pro 3.0
Page 150
40DHB0002USAW Issue 13i (15th January 2005)
Using the Voicemail Pro Client
Adding a Start Point
1. Either click Users, Groups or Short Codes and then
Groups or Short Codes and select Add.
, or right-click the mouse on Users,
2. Select the name that matches the user or group on the telephone system or enter the short code
(see additional short code note below).
3. For users and groups select the types of start points required.
Short Code Start Points
Short code start points require the Telephone Number entry of the matching short code in the Manager
application to be set up in a particular way.
For example, if a Start Point for short code *88 is setup, the settings for short code *88 in the Manager
application must be as follows:
•
Short Code: *88
•
Telephone Number: *88
•
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 setup with the destination *88.
Editing a Start Point
1. In the left-hand panel, either select the start point to edit and click
and select Edit.
or right-click the start point
2. You can now change the types of start points.
•
Note: Deselecting an existing start point will delete all actions associated with it.
Deleting a Start Point
1. In the left-hand panel, either select the start point to delete and click
point and then select Delete.
or right-click the start
Renaming a User, Group or Short Code
1. In the left-hand panel, right-click the user, group or short code and select Rename.
Installation & Maintenance
Voicemail Pro 3.0
Page 151
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
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.
•
Collect:
Used when a caller attempts to access a mailbox.
•
Leave:
Used when a caller is redirected to voicemail.
•
Callback:
Used when the voicemail calls a user to inform them about messages in a mailbox. See Callback
(Outcalling).
•
Queued & Still Queued:
Used for callers queuing for a hunt group. See Voicemail Pro Queuing.
When a default start point is used, the following actions can attempt to recognize who the presumed user
is (the internal user calling or being called) and access the matching mailbox for that user (unless the
action specifies another mailbox):
•
Get Mail Action
•
Leave Mail Action
•
Play Configuration Menu
•
Listen Action
•
Record Name Action
•
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):
•
Transfer Action
•
Assisted Transfer Action
•
Whisper Action
Installation & Maintenance
Voicemail Pro 3.0
Page 152
40DHB0002USAW Issue 13i (15th January 2005)
Using the Voicemail Pro Client
Actions
Once a start point has been created, you can add actions to it and create connections between the
actions. The sequence of actions associated with a start point is shown in the right-hand panel when you
click the start point.
•
Results & Connections:
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.
•
Modules:
A set of actions and connections can be combined and reused as a module, see Voicemail Pro
Modules.
•
Available Actions:
For a list of actions and their function see Voicemail Pro Actions.
Adding an Action
1. Select the start point to which you want to add an action and then click the right-hand panel.
2. Either:
•
From the menu bar select Action, then the action type required and then the action
required.
•
From the toolbar, click the icon for the action type required and then on the action
required.
3. The cursor changes to show that you have selected an action to add.
4. Click the point in the right-hand panel where you want the action added.
5. You can now edit the action and add connections to the action.
Editing an Action
1. Double-click the action in the right-hand panel or right-click it and select Properties.
2. The action's properties appear as a number of tabs. See Standard Action Tabs.
Deleting an Action
1. Click the action to delete.
2. Either select Edit and then Delete or right-click and then select Delete.
Installation & Maintenance
Voicemail Pro 3.0
Page 153
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Connections
To use the actions added to a start point they must be connected. The sequence of the connections
determines how the call is routed through voicemail.
Each action can have a number of results (True, False, No Answer, Busy). The types of results depend
of the type of action. For each result, a connection can be added.
•
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.
Adding a Connection
1. Click the icon. Click and drag the cursor from action's result that triggers the connection to the
action that should follow the connection.
Deleting a Connection
•
Note: Deleting an action will also delete any connections attached to that action.
1. Click the connection to delete. It should display as red.
2. Either select Edit and then Delete or right-click and then select Delete.
Installation & Maintenance
Voicemail Pro 3.0
Page 154
40DHB0002USAW Issue 13i (15th January 2005)
Using the Voicemail Pro Client
Saving and Making Live
The settings edited by Voicemail Pro are stored in a database file (Vmdata.mdb). In order to be used by
the Voicemail Server they must be saved as a Root.vmp in the voicemail server folder.
•
Save as:
Saves the database as a .vmp file with the name you specify. That file can then be copied to
other systems.
•
Save & Make Live:
Saves the settings as Root.vmp in the voicemail server folder. The folder location is set through
Preferences, see Voicemail System Preferences.
Importing and Exporting
The File | Import or Export command allows you to import or export of all the Voicemail Pro settings or
just individual modules.
This process involves two types of file. A database file (.mdb) contains a full set of Voicemail Pro
settings. A module file (.mod) contains one or several modules.
When exporting modules to a module file, you will be prompted to select which modules to export.
Similarly when importing modules from a module file you are prompted for which modules to import.
Note that if a module of the same name already exists it is overwritten.
When importing a database file, the existing database is overwritten. However a backup copy of is saved
in the folder DB Backup.
•
Note: Importing and exporting does not include prompts. These must be moved as separate
items or re-recorded.
Including Other Files
In some special circumstances it may be necessary to include the settings of a existing .vmp file into the
Voicemail Pro settings. This is done using the File | Include option. After changing the included file
settings ensure that you select Update.
•
Note: If included files are used, the Voicemail Pro database contains only a pointer to the name
and location of the files and not the actual files. Therefore the included file should not be moved
or renamed. We strongly recommend that any file to be included is placed in the same folder as
Root.vmp before being included.
Viewing As Text
The File | View as Text option display the Voicemail Pro Modules and Start Points as a text file. This
may be necessary for support calls and diagnostics.
Installation & Maintenance
Voicemail Pro 3.0
Page 155
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
User Defined Variables
Pressing F8 or clicking on the
icon display the User Defined Variables menu.
You can create user variables, the value of which can be set using a
a call flow.
The options presented to a caller can also be branched using a
the current value of the variable
Set User Variable action within
Test User Variable action to check
Example:
•
Using the User Defined Variables menu, create a variable called reception.
•
Create a short code start point that connects to a Set User Variable action that sets the variable
reception to open. Create another short code start point to set reception to closed. Create the
matching short codes on the telephone system.
•
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.
Installation & Maintenance
Voicemail Pro 3.0
Page 156
40DHB0002USAW Issue 13i (15th January 2005)
Using the Voicemail Pro Client
System Variables
A number of system variables exist which can be used to perform tasks. For example, $NAM can be
used to speak the user's name within an actions entry prompt. System variables can also be checked by
Compare element in a condition and thus branch the call flow according to the variables value.
•
$CLI
Holds the CLI of the caller if available.
•
$CP
The 16 variables $CP0 to $CP15 are used to store values (call parameters) for the duration of a
call. Values can be written into these variable the Generic action command CPx:<value> where
x is 0 to 15 and <value> is the value to be stored.
•
$DBD
A set of 6 system variables $DBD[0] to $DBD[5]. These represent the fields of the currently
selected database record in a call flow where database actions are being used.
•
$ETA
Holds the expected time to answer in minutes for a queued caller. Can be used to speak the
value as a prompt or to test the value in a condition. Only available when using Queued and Still
Queued start points. See $POS below.
•
$KEY
Holds the last DTMF key series entered. See Example Call Flow: SelfSelect Module.
•
$LOC
Holds the current locale setting of the IP Office system or the user if different. See Switching
Custom Prompts - Using $LOC.
•
$NAM
Holds the name of the mailbox user (blank for short codes).
•
$RES
Holds the value of the result of the previous action. For example when a call flow has been
branched by an action that has True and False results, on one branch the value of $RES is
"True", on the other "False".
•
$POS
Holds the position of a queued caller. Can be used to speak the position as a prompt or test the
value in a condition. Only available when using Queued and Still Queued start points. See
Example Call flow Using $POS.
•
$SAV
Holds the last saved result. This can be entered using the following entry in a Generic action,
Save:<value>, for example Save:$KEY or Save:1234.
•
$UUI
Available when a recording is triggered by auto-recording. Hold the user name, hunt group name
or account code that triggered the auto-recording process. See Customizing Auto Recording.
•
$VAR
A general variable which can hold amongst other things DTMF key sequences.
Using Variables
•
Speaking Variables to Callers
System variables can be entered in the place of wav file name in the Wav Editor. The value of the
system variable will then be spoken. This applies to $NAM, $POS and $ETA in queuing call flows
and to any variable that contains numeric values. Numbers are spoken as a series of single
digits, for example 123 is spoken as "one two three". To speak 123 as "one hundred and twentythree" requires TTS to be installed and a Speak Text action used.
Installation & Maintenance
Voicemail Pro 3.0
Page 157
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Recording Prompts
Recording Prompts
The Entry Prompts tab of each call flow action allows 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.
Clicking or double-clicking an existing listed prompt starts the Voicemail Pro Wave Editor. This tool
allows you to record and play prompts through the Voicemail Pro server PC or through an extension on
the IP Office system.
Each action also uses a number of standard prompts once it is invoked. For a sample listing of these
prompts see US English Intuity Prompts and English Non-Intuity Prompts.
The Edit Play List action can be used in call flows to re-record a specified prompt. This allows the
creation of call flow options where the voicemail user can record prompts themselves to reflect changes
in operation.
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.
From any Entry Prompt tab you can:
Record a new prompt:
1. Select the media device to use, either Telephony Handset or PC Multimedia.
•
If Telephony Handset is selected, enter the extension of the telephone to be used.
2. Enter a file name for the recording.
record button to record the message.
3. Click the
If the media type selected is Telephony Handset, the telephone extension will ring. When the
handset is picked up a message will be heard saying Record at the tone.
stop button when finished.
4. Speak the message, click
5. To listen to the recording press the
play button. If there is no Media device attached, the
recorded message will be heard from the telephone extension.
Select a prompt:
Enter the name of the prompt or use the
button to browse to the required file. Useful files are:
•
en\MC_00 - Plays a bleep.
•
en\MC_01 - Plays 1 second of silence.
•
Entering 1234.wav will play "one two three four" (unless a file called 1234.wav has been
recorded).
Using system variables:
Some system variable can be played as prompts. For example,
•
$NAM - Plays the user name.
•
$CLI - Speaks the caller's CLI.
•
$RES - Plays the current result if it is a .wav file.
•
$VAR - Plays the variable as a list of digits.
Installation & Maintenance
Voicemail Pro 3.0
Page 158
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Actions
Overview of Actions
Once a Start point has been added, it can be linked to an action. Each action can have one or several
results, depending on the type of action, and each result can be linked to a subsequent action. In this
way you can build up a call flow.
Double-clicking an action displays its properties as a series of tabbed menus. Many actions share the
same standard tabs (General, Entry Prompts, Reporting and Results) but each usually also has a
Specific tab that contains options unique to that Action's function.
•
Using Modules
Modules are reusable sets of actions. They allow you to create a sequence of actions that you
can then use within any other start point's call flow. 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.
Installation & Maintenance
Voicemail Pro 3.0
Page 159
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Available Actions
The available actions are:
•
•
Start Point Action - The first action in any sequence.
Module Action - An inserted module of actions.
Basic Actions
These actions are chiefly used to control the routing of a call between actions.
•
•
Generic Action - Direct entry of text commands.
Speak Text Action - Allows text to entered and then played to the caller. Requires TTS to
be installed and licensed.
•
Menu Action - Branch according to touch tone selection.
•
Goto Action - Go to another start point.
•
Disconnect Action - Disconnect the call.
•
Home Action - Return to the start point.
•
Module Return Action - Return to the start of a module.
Mailbox Actions
These actions relate to the leaving and collecting of messages from a mailbox.
•
Get Mail Action - Collect messages in a mailbox.
•
Leave Mail Action - Leave message in a mailbox.
•
Listen Action - Record to a mailbox.
•
Voice Question Action - Record response to a prompt.
•
Campaign Action - Access a campaign to read or leave messages.
Configuration Actions
These actions allow the caller to alter the settings of a user or hunt group mailbox.
•
Edit Play List Action - Re-record a prompt.
•
Record Name Action - Re-record a mailbox name.
•
Play Configuration Menu Action - Alter user or group settings.
•
Select System Prompt Language Action - Alter prompt language.
Installation & Maintenance
Voicemail Pro 3.0
Page 160
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Actions
Telephony Actions
These actions relate to telephony functions such as call transfers.
•
CLI Routing Action - Route on a CLI match.
•
Route Incoming Call Action
•
Route by Call Status
•
Transfer Action - A blind transfer.
•
Whisper Action - Screened transfer.
•
Call List Action - Transfer to a user selected choice.
•
Dial by Name Action - Select user/group by keypad letters.
•
Conferencing Center
•
Assisted Transfer Action - A non-blind transfer.
•
Alphanumeric Action
Miscellaneous Actions
•
eMail Action - Email a recording.
•
Open Door Action - Open and/or close a door relay.
•
Alarm Set Action - Set an alarm call time.
•
Clock Action - Play the time to the caller.
•
Post Dial Action - Play a recording to an extension.
•
VB Script Action - Allows Visual Basic to be used to script call flow events.
•
Remote Call Flow - Allows call flows developed elsewhere to be included in an existing call
flow.
Condition Actions
These actions are used to create branches in the call routing according to whether a value is true or
false.
•
Test Condition Action - Test whether a condition is true or false.
•
Set User Variable Action - Set a variable to a particular value.
•
Test User Variable Action - Test the value of a variable.
•
Check Digits Action - Check if user dialing matches set digits.
Installation & Maintenance
Voicemail Pro 3.0
Page 161
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Database Actions
These actions relate to retrieving and adding data to a database. The use of databases with Voicemail
Pro requires entry of an appropriate IP Office license key.
•
Database Open Action- Open a database.
•
Database Execute Action - Perform an action on a database.
•
Database Get Data Action - Get information from a database.
•
Database Close Action - Close a database.
Queue Actions
These actions are associated with hunt group queues and so are not available to user and short code
start points.
•
•
Queue ETA Action - Speak the caller's expected time to answer.
Queue Position Action - Speak the caller's queue position.
Installation & Maintenance
Voicemail Pro 3.0
Page 162
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Actions
Standard Action Tabs
General Tab
The General tab provides the following options:
•
Token Name:
The name to display within the sequence of actions.
•
Description:
Use this field to enter a brief description or notes about why the action is being used or other
information that may be needed.
•
Pin:
Each action can be protected by a PIN number entered here.
•
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.
Entry Prompts Tab
The Entry Prompts tab allows you to create a message that will be played to the caller when they reach
this action. The message can consist of several prompts.
•
Add Prompt:
Add a prompt to the play list. 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. See Wave Editor.
•
Edit Prompt:
Edit the details of the currently highlighted prompt.
•
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.
•
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.
Specific Tab
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.
Installation & Maintenance
Voicemail Pro 3.0
Page 163
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Reporting Tab
The Reporting tab provides information that is then used to classify the call details within the reports
produced by the CCC products (a separate product from Voicemail Pro).
•
Flag the current call has been answered by Voice Mail:
The system user may not want the CCC to report a call as answered until it has reached a certain
action within the sequence of actions. For example, to not regard a call as answered until the
caller has left a message, made a selection from a menu or has been transferred to a user or
group.
•
Request to call back the current caller:
If this option is selected, the CCC will keep a record of the caller's CLI if provided. This is then
used within the CCC product to arrange a callback call by an agent.
•
Send reporting information:
If selected, this option allows various bits of information to be associated with the call. The
information is set in the Group name, Topic and Annotation fields. The CCC product uses that
information within its call reports.
Results Tab
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.
Installation & Maintenance
Voicemail Pro 3.0
Page 164
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Actions
Basic Actions
Generic Action
This action can be used to simply play a prompt to the caller through its Entry Prompts tab. For
details of the default tabs see Standard Action Tabs.
This action can be used to enter custom commands for the voicemail server. The maximum length for
the string is 128 characters.
One example is using the command FWD:201#202#203#204#205## to foward a message to multiple
mailboxes, the message being recorded by a preceding Voice Question or Edit Play List Action. The
128 character length limit restricts this to 31 three-digits extensions, 24 four-digits extensions and so on.
Speak Text Action
This action allows any text to be spoken to the caller. Use of the Speak Text action requires TTS
(Text to Speech) to be installed and licensed, see Text to Speech.
Specific Tab
•
Text to Speak:
Enter the text to be spoken.
•
The text can include System Variables such as $CLI and variables obtained by database
actions such as $DBD[1].
•
The text can include SAPI XML tags to modify how it is spoken, see TTS SAPI Controls.
Menu Action
This action allows you to specify DTMF tones for which you want to create connections to following
actions.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Touch Tones:
Use the check boxes to indicate the DTMF tones for which connections are required. Note that
each Menu Action supports a maximum of 15 branch options.
•
Add a Sequence of Tones:
You can add a sequence of tones to the menu. If a sequence is added, ensure that the
associated tick box is ticked before selecting OK. Note that the sequence must be unique, is 5 is
selected then no other sequence beginning with 5 can be used.
•
•
? = 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.
•
$ = 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.
•
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.
Wait for a key press for up to:
This option can be used to perform a timeout action if no suitable key match is entered.
Installation & Maintenance
Page 165
Voicemail Pro 3.0
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Goto Action
Takes the caller to another start point. Note: Though you can connect this action to a following action,
the connection will not be used.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Please Select a node to go to:
to browse for the start point. You can also browse the available call variables. You can
Click
also type the name of the start point directly.
•
For short codes the browse method does not work. Instead enter "Short Code.xxx"
where xxx is the short code key sequence.
Disconnect Action
This action disconnects the caller.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Home Action
Returns the caller to the start point of the calls entry into voicemail.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
•
General Tab:
The PIN option is not used for this action.
Module Return Action
This 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.
This action has no properties.
Installation & Maintenance
Voicemail Pro 3.0
Page 166
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Actions
Mailbox Actions
Get Mail Action
Access 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.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
•
This action has a Next result. However the following conditions apply, based on which mailbox
mode the Voicemail Pro server is using.
•
IP Office mode:
Users who press 0 whilst in their mailbox will be routed to the Next result.
•
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.
Specific Tab:
•
Caller's mailbox:
The mailbox matching the start point of the call.
•
Mailbox:
Select or enter the name of the target mailbox. If ? is entered, Voicemail will prompt caller's to
enter the mailbox number required.
Leave Mail Action
Allows the caller to leave a message in the start point's mailbox or in a specified mailbox.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
•
The Leave Mail action Success and Failure results. The use of these depend on which mailbox
mode the Voicemail Pro server is using.
•
IP Office mode: Callers in the mailbox follow the Failure or Success results depending
on whether they press 0 before or after the leave a message tone respectively. This
overrides the mailbox user's Voicemail Reception setting set in the IP Office
configuration.
•
Intuity mode: The results cannot be accessed. Callers pressing 0 will always follow the
mailbox user's Voicemail Reception setting set in the IP Office configuration.
Specific Tab:
•
Caller's Mailbox:
The mailbox matching the start point of the call.
•
Mailbox:
Select or enter the name of the target mailbox.
•
VRL:
If selected, specifies that the message should be transferred to a third-party Voice Recording
Library (VRL) application. See Voice Recording Library.
Installation & Maintenance
Voicemail Pro 3.0
Page 167
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
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 details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Caller's Mailbox:
The mailbox matching the start point of the call.
•
Mailbox:
Select or enter the name of the target mailbox.
Voice Question Action
This 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.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Add a Prompt:
Add a prompt to the play list. 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. See Wave Editor.
•
Record a Response:
Specify the length of the recorded response. The caller also needs to know that they need to
speak after the tone.
•
Edit:
Edit the settings of the currently highlighted item.
•
Delete: Deletes the currently highlighted item from the play list. This does not delete the actual
prompt file.
•
Shuffle:
Move the currently highlighted item within the play list.
•
Send recording to mailbox:
Specifies a mailbox into which the recorded file of responses it placed. If no mailbox is specified
the file can be passed to an eMail Action.
Installation & Maintenance
Voicemail Pro 3.0
Page 168
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Actions
Campaign Action
This action can be used to either route a caller into a campaign or to allow an agent to access any
messages left for a campaign. See Voicemail Pro Campaigns.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Please select a campaign:
Displays a list of the available campaigns from which a selection can be made.
•
Leave campaign information:
Select if the action should start the campaign to collect the caller's responses.
•
Pick up campaign information:
Select if the action should start playing back the response left by callers to the campaign.
Installation & Maintenance
Voicemail Pro 3.0
Page 169
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Configuration Actions
Edit Play List Action
This action allows the caller to record a specified prompt file held on the voicemail server PC. This
allows users to re-record prompts other than those for their own mailbox.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
File path: Specifies which prompt file the action accesses for re-recording.
Record Name Action
This action allows the caller to record the mailbox name of their mailbox or a specified mailbox. See
Adding a Record Name Module.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Caller's mailbox: The mailbox matching the start point of the call.
•
Mailbox: Select or enter the name of the target mailbox.
Installation & Maintenance
Voicemail Pro 3.0
Page 170
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Actions
Play Configuration Menu Action
This action allows various user 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. See Using a Play Configuration
Menu Action.
The options given when a caller accesses this action are:
For a user:
For a hunt group:
1. Edit forwarding number.
1. Set voicemail on/off.
2. Edit follow me number.
2. Edit voicemail code.
3. Set call forwarding.
3. Set voicemail email mode.
4. Set voicemail on/off.
4. Set service mode.
5. Set do not disturb.
6. Edit voicemail code.
7. Edit voicemail reception.
8. Set voicemail email mode.
9. Edit voicemail callback number.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Caller's mailbox: The mailbox matching the start point of the call.
•
Mailbox: Select or enter the name of the target mailbox.
Any changes made using this type of action are written to a file called "AuditTrail.txt" on the Voicemail
Server PC. The file includes the time, date, details of the change and the CLI of the caller making the
change.
Select System Prompt Language Action
This action is supported on Voicemail Pro 1.2.6 or higher. It allows the system to alter the language
spoken during a call flow. For an example see Using the Select System Prompt.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Possible system prompts:
List of all prompt languages that could be installed on the system.
•
Installed on the Server:
Displays if the prompts for a particular language are installed on the server. If a language is
selected which is not loaded on the Server, the system will automatically select the most
appropriate language.
Installation & Maintenance
Voicemail Pro 3.0
Page 171
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Telephony Actions
CLI Routing Action
This action has two results for which connections to following actions can be made. The results are
True and False, based on whether the caller's CLI matches that specified by the action.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Does the current CLI match the following number:
Enter the required CLI number against which the caller's CLI is checked.
Route Incoming Call Action
This action has two results for which connections to following actions can be made. The results are
Internal or External.
For details of the default tabs see Standard Action Tabs.
Route by Call Status
This action has four results for which connections to following actions can be made. The results are
No Answer, Busy, Out of Hours and Default.
The result route used is determined by why the reason the call was routed to voicemail. For example,
calls to a hunt group will follow the No Answer route or, when in night service, the Out of Hours route.
Calls to user would follow the No Answer or Busy routes.
Where the cause for the call being routed to voicemail cannot be determined or does not fit the criteria
above, the Default route is used.
For details of the default tabs see Standard Action Tabs.
Transfer Action
This 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 or Assisted Transfer Action.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Mailbox:
Enter or select the target extension or group you want to ring.
Installation & Maintenance
Voicemail Pro 3.0
Page 172
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Actions
Whisper Action
This action plays a recording to an extension. That extension can then either accept or reject the call.
Normally the recording played is the result of a preceding Voice Question action though a Listen action
can also be used.
The Whisper action can be connected to a number of following actions according to whether the call is
answered, rejected, gets busy or gets no answer.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Play recording to:
The extension that is rung with the caller's recording.
•
Source of transfer:
Select the number to display on the target phone.
•
Description:
Enter a call description to display on the target phone.
•
No answer timeout:
Sets how long the voice mail server should wait for an answer before following the No Answer
connection. The whisper action will not go to the target extension voicemail.
•
Prompts played before the recording/Prompts played after the recording:
These prompts are 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".
Call List Action
This action allows the caller to indicate to whom they want to be transferred. If selected the caller can
be restricted to selecting an extension within a particular group. The transfer in this case is not blind, if
unanswered the action can link to actions for no answer, busy and no answer timeout.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Transfer to group:
If you want to restrict the caller to a particular group you can enter the group here.
•
Prompt user with a list of group members:
Select if you want the voicemail server to list the group members for the caller.
•
Source of transfer:
Select the number to display on the target phone.
•
Description:
Enter a call description to display on the target phone.
•
No answer timeout:
Sets how long the voice mail server should wait for an answer before following the No Answer
connection.
Installation & Maintenance
Voicemail Pro 3.0
Page 173
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Dial by Name Action
This action is supported on Voicemail Pro 1.2.6 or higher. It allows callers to enter, by dialing on a
keypad with ITU standard alphabet markings, the name of the person and/or group they want to contact.
The caller is then played a list of available name matches from which they can select. See Example Dial
by Name Call Flow
•
Note: For a user to be included in the dial by name list, they must:
•
Have recorded a mailbox name.
•
Not be marked as ex-directory.
The action should prompt the caller to dial the name they require and then press #. Callers can also
press *# to exit without making a selection.
•
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 in order 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.
The action has True and False connection results. If the caller does not make a selection, the False
result connection is used. If the caller does make a selection, the selection is stored as the $KEY
variable and the True result connection is used. $KEY should be entered in the mailbox field of the
following action. This method allows a Dial by Name action to be used to set the destination for a
following action such as Get Mail, Leave Mail, Listen, etc.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Which names will be included in the list?:
Has options for Only users, Only groups or Both users and groups. Users set to ex-directory
through the Manager application are not included.
•
How will the names be sorted?:
Has options for By last name or By first name.
Installation & Maintenance
Voicemail Pro 3.0
Page 174
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Actions
Conferencing Center Action
This action is used in conjunction with the Avaya IP Office Conferencing Center if installed. It
provides a route for callers to enter the conference ID and their conference PIN code.
The action also provides a number of results which act as failure options if conference access is
unsuccessful. These are Invalid Conference or Password, Conference Not Started, Conference
Finished, Conference Full, and Failure.
Specific Tab
•
Gather conference and pin information before validation:
If this option is selected, the caller will be asked for the conference ID and then the pin number.
The results are collected and then verified. If either entry is invalid the caller is notified but not
told which entry is incorrect. If this option is not selected then the entries are validated as they are
entered.
•
Allow the delegate to try and enter the conference ID a total of ? times:
The number of times that a conference ID can be entered is controlled in this section. Up to 10
re-tries can be set. If the ID is entered incorrectly the result Failure is returned.
Assisted Transfer Action
This action transfers the caller to a specific mailbox's extension. The caller hears either silence or
music on hold if installed. The transfer is not blind, if the call receives busy or no answer then it returns to
follow the appropriate connection.
For details of the default tabs see Standard Action Tabs., this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Mailbox:
Enter or select the target mailbox whose extension you want rung.
•
Source of transfer:
Select the number to display on the target phone.
•
Description:
Enter a call description to display on the target phone.
•
No answer timeout:
Sets how long the voice mail server should wait for an answer before following the No Answer
connection.
MS-CRM Call Data Tagging
The Assisted Transfer action can be used to pass data to MS-CRM users and pop matching MS-CRM
records based on that data. This is done by entering <MSRM-ACT>=, followed by a Voicemail Pro
system variable, in the action's Description field. By default this will be matched against the MS-CRM
account number field
For example, a preceding Menu action could be used to ask the caller to enter a number. The string
<MSCRM-ACT>=$KEY in the Assisted Transfer action would pop MS-CRM records with an account
code matching the number dialed by the caller.
Matching against other custom fields in the MS-CRM database can also be specified. For example if the
database contains a field called Pager, <MSCRM-ACT=Pager>$KEY can be used to match call data to
that field.
Installation & Maintenance
Voicemail Pro 3.0
Page 175
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Alphanumeric Action
This action allows the caller to input text and numeric values information directly from the telephone
keypad with ITU standard alphabet markings. There are two results (DTMF Data or No DTMF Data) for
connections to following actions. The action following the DTMF Data result can use $KEY to access the
alphanumeric characters.
Users enter data by pressing the key marked with the character required. For keys with multiple marking
several key presses are required. For example, to enter C the user must press the 2 key three times.
After each key press, the associated letter or number is spoken.
To move on to entering the next character, the user should press whichever other key is marked with the
required character or first press # if the required character is on the key just used.
Controls available are:
•
# - Accept last character and begin entry of next character.
•
*1 - Hear characters entered so far.
•
*2 - Delete all characters entered so far.
•
*3 - Delete last character entered.
•
*# - Accept the set of characters entered and go to next call flow action.
Specific Tab
•
Play Help:
If selected instructions are given to the caller explaining how to enter information.
Installation & Maintenance
Voicemail Pro 3.0
Page 176
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Actions
Miscellaneous Actions
eMail Action
This action is used to send a recording to a specific email address.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Send email to:
The email address of the recipient.
•
Subject:
The subject line for the email.
•
Content:
Text to be placed in the email.
•
Attach file to email:
The recorded file to be attached to the email. If just $ is entered then the action will use the
recording collected by a preceding Leave Mail action (see Leave Mail Action) or Voice Question
action (see Voice Question Action).
Open Door Action
This action activates either of the door entry relays provided on the IP Office Control Unit.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Contains the door relay options.
Alarm Set Action
This action prompts the caller to specify the time at which they want an alarm call and to record a
message for the alarm call. The voicemail server will then call the user at that time. A user can setup
multiple alarms to occur at different times. Once an alarm has occurred it is deleted.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Clock Action
This action plays the current time on the Voicemail Server PC. A short code can then be used to have
this action replace users making external calls to a 'speaking clock' service.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Installation & Maintenance
Voicemail Pro 3.0
Page 177
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Post Dial Action
This action can be used to connect another extension to a specified call flow start point or to play a
recording to that extension.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Post wave file:
Plays a selected wav file. When Post wave file is selected there are two options which can be
selected.
•
Play out a looped wave file:
The wav file will be played in a continuous loop.
•
Delete the wave file after completion:
The wav file will be deleted after it has been played.
•
Post the following action:
Enter the name of the required start point or use the browse button to select the start point. To
play a recording, enter c:\mywavs\hello.wav (substitute the appropriate file path and file name
for the .wav file you want played).
•
To extension:
Enter or select the extension to which the call should be made. The voicemail server will attempt
to make the call every 5 minutes for the next hour until successful.
•
Page Calls
IP Office 3.0 in conjunction with IP Office 3.0 allows Post Dial to be used to page a .wav
file to an extension number. This includes 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.
VB Script Action
This action allows an administrator to construct additional call flow logic using VBScript commands. A
number of predefined methods and system variables are available. Any scripting added can be verified
by pressing the Syntax Check button.
This action has two results (Success or Failure) for which connections to following actions can be
made. The results are based on the Scripting entered in the Specific tab.
•
Use of VBScript requires entry of a valid VM Pro VBScript license in the IP Office
configuration.
Specific Tab:
•
Enter VBScript:
In the Script area enter the VBScript as required. Details of the System variables and COM
methods that are supported are accessible by right clicking in the VBScript area. This script can
contain a maximum of 1000 characters.
Installation & Maintenance
Voicemail Pro 3.0
Page 178
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Actions
Remote Call Flow
This action is supported in Voicemail Pro 3.0 and higher. It allows an call flow (in the form of a .vmp
file) developed elsewhere to be included in a existing call flow.
The aim of this action is to allow call flows developed by other applications, such as the IP Office Wizard,
to be placed on the Voicemail Pro server and included in its customized call flows.
This action has no results, any follow on call handling is determined by the actions in the remote call
flow.
Specific Tab:
•
Remote Call Flow
This drop down list will show a list of remote call flow files downloaded to the Voicemail Pro
server.
Installation & Maintenance
Voicemail Pro 3.0
Page 179
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Condition Actions
Test Condition Action
This action has following connections for true and false. Conditions are set through the Conditions
Editor, see Conditions Editor.
Specific Tab:
•
Return the results of the following condition:
Allows a selection to be made from the conditions currently setup.
Set User Variable Action
This action sets a variable to a particular value. Other call flows may then use the Test User Variable
action to check whether the variable has a particular value.
•
Note: The variable must first be created using the User Defined Variable menu, see User
Defined Variables.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Assign the following user variable: The name for the user variable.
•
With the following value: The value of the variable.
We strongly recommend that this action type is followed by another action (if necessary a Disconnect
action), whose entry prompt confirms to the caller that the value has been set. In some situations, such
as where the Set User Variable action is accessed by the user dialing a short code, if the user hangs-up
too quickly the variable may not actually be set. Having a following action with a confirmation message
encourages users not to hang up too quickly.
Test User Variable Action
This action has true and false connections that are followed according to whether a user variable
matches a particular value. The Set User Variable action can be used in other calls to set the value of
the variable.
Specific Tab:
•
This action will return "TRUE" if the following variable:
The name of the user variable to be checked.
•
Matches the value below:
The value of the variable that will return a true result.
Installation & Maintenance
Voicemail Pro 3.0
Page 180
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Actions
Check Digits Action
This action is supported on Voicemail Pro 1.2.6 or higher. It requires the caller to enter a specific
sequence of DTMF digits.
The action has True, False and Timeout results. The True result connection is used if the caller dials
the matching key sequence. The False result connection is used if the callers dials a non-matching digit.
The Timeout result connection is used if the caller does not complete dialing the matching key sequence
within the set timeout period.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
What key sequence will the caller have to match?:
Enter the key sequence that callers must dial to follow the true result connection. The user's entry
should be followed by pressing # to indicate completion. This should be mentioned in the entry
prompt.
•
Timeout after:
Used when a caller doesn't enter any digits or doesn't complete entering matching digits within a
set time. When this occurs the action's Timeout result connection is used.
Installation & Maintenance
Voicemail Pro 3.0
Page 181
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Database Actions
Database Open Action
This action opens a link to a third party database. If connection to the database succeeds, the result
is OK, otherwise the result is FAIL. If there is a connection to the database already then the current
connection is closed and the new one requested will be opened.
•
Note:
The use of database actions with Voicemail Pro requires entry of a VMPro Database Interface
license in the IP Office configuration.
Specific Tab:
•
The connection string to open the database can be entered directly into the field. For help on
constructing the connection string use the browse button to open the Data Link Properties form.
•
Provider Tab:
Select the OLE DB Provider of the data that is to be connected to. Click Next to move to the
Connection Tab.
•
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.
•
Advanced Tab:
Network Settings & other settings e.g. Access permissions. Fields showing will be dependant on
the type of provider selected. Click help for specific information about any of the fields.
•
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.
Database Execute Action
This action performs an SQL query on a database opened a preceding Database Open action.
•
Note: The use of database actions with Voicemail Pro requires entry of a VMPro Database
Interface license in the IP Office configuration.
Specific Tab
•
Command to Execute
This box will contain the SQL query. This can either be entered directly or constructed using the
SQL Wizard option.
Installation & Maintenance
Voicemail Pro 3.0
Page 182
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Actions
Database Get Data Action
Once a query has been made against a database (see Database Execute Action), either a single
result or a set of results are returned. This action will allow access to the data items if a set of results are
returned.
•
Note:
The use of database actions with Voicemail Pro requires entry of a VMPro Database Interface
license in the IP Office configuration.
Specific Tab
•
There are four options on how the data can be retrieved.
•
Retrieve the next item in the list:
Allows the call flow to facilitate the stepping through of a list of results returned by the
Database Execute action
•
Retrieve the previous item in the list:
Allows the call flow to facilitate the stepping through of a list of results returned by the
Database Execute action
•
Retrieve the first item in the list:
Allows the call flow to facilitate jumping to the start of the list therefore returning all the
items in the list.
•
Retrieve the last item in the list:
Allows the call flow to facilitate jumping to the end of the list therefore returning all the
items in the list.
The Database Get Data action has the following possible results:
•
Success:
The current record has successfully been assigned to the $DBD variable.
•
At End:
You have reached the end of the list, the $DBD variable contains no information.
•
Empty:
The execute method returned no data, the $DBD variable contains no information.
•
Failure:
There was a problem trying to retrieve the next data record, the $DBD variable contains no
information.
Database Close Action
This action will close the current database connection. If the database is open when a call terminates
then a Database Close action is run automatically.
•
Note:
The use of database actions with Voicemail Pro requires entry of a VMPro Database Interface
license in the IP Office configuration.
Installation & Maintenance
Voicemail Pro 3.0
Page 183
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Queue Actions
Queue ETA Action
This action plays the estimated time to answer (ETA) to a queued caller. The ETA is calculated based
on the queued time of the last 5 queued and answered calls. The ETA is always rounded up to the
nearest minute. For an example see Customizing Queuing.
Note that the ETA is calculated and supplied by the IP Office when it requests a queue or still queued
message is played to a caller.
•
Note in 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 are for some callers may be overridden by calls with a higher
priority.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
•
Entry Prompts Tab:
This tab should include any prompts to play to the caller before they hear their ETA. See Entry
Prompts Tab.
•
Specific Tab:
This tab may include any further prompts to be played to the caller after they hear their ETA.
Queue Position Action
This action plays the caller their position within the queue of calls for the group. For an example see
Customizing Queuing.
Note that the queue position is supplied by the IP Office when it requests a queue or still queued
message is played to a caller.
•
Note in 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 are for some callers may be overridden by calls with a higher
priority.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
•
Entry Prompts Tab:
This tab should include any prompts to play to the caller before they hear their position. See
Entry Prompts Tab.
•
Specific Tab:
This tab may include any further prompts to be played to the caller after they hear their position.
Installation & Maintenance
Voicemail Pro 3.0
Page 184
40DHB0002USAW Issue 13i (15th January 2005)
Using Modules
Introduction to Modules
Modules are reusable sets of actions. They allow you to create a sequence of actions that can be reused
within any other start point's 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 the call flow.
•
In order to create connections from results within a module, to other actions within the start point
using the module, you must add and connection Module Return actions to those results in the
module.
Creating a Module
1. Click Modules and then
, or right-click Modules and select Add.
2. Enter a name.
3. You can now add actions and connections to the module in the same way as for any start point.
4. In order to create connections from a module to other actions you must use the Module Return
action within the module, see Module Return Action.
Adding a Module to a Start Point
1. Select the start point to which you want to add the module action and then click the right-hand
panel.
2. Click and drag the module required from the left-hand panel to the right-hand panel.
Importing and Exporting Modules
Modules can be imported and exported. See Importing and Exporting.
Installation & Maintenance
Voicemail Pro 3.0
Page 185
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Running a Module Directly from a Short Code
You can use Modules directly in conjunction with short codes. The short code must call the name of the
module.
For example, the short code below will run the module named Special when the user dials *97. The
service that the user receives will depend upon the actions within the module.
•
Short Code: *97
•
Telephone Number: "Special" (include quote marks)
•
Line Group ID: 0
•
Feature: VoicemailCollect
Running a Module Directly from an External Call
A module can applied be directly to an incoming (external) call. This is done within the Manager
application. Within the appropriate IncomingCallRoute entry, set the Destination to the module name
prefixed with "VM:".
For example, entering VM:AutoAttend would route the call to a module called AutoAttend. Note that
the maximum entry length is 15 characters, thus limiting the module name to 12 characters.
•
If there is a hunt group on the system whose name matches the module's name, calls will be
routed to that group when the voicemail server is not running.
Installation & Maintenance
Voicemail Pro 3.0
Page 186
40DHB0002USAW Issue 13i (15th January 2005)
Conditions Editor
Conditions
Pressing F6 displays 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
companies 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.
Logic settings can be applied to both the whole condition and to the elements in a condition. These can
alter when a condition is true or false.
•
AND
The condition is true when all the elements are true, i.e. both A and B are true.
•
OR
The condition is true when either A or B is true.
•
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.
Installation & Maintenance
Voicemail Pro 3.0
Page 187
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Using the Conditions Editor
Either:
•
From the toolbar click the
•
Press F6.
•
From the menu bar select Administration and then Conditions Editor.
icon.
Adding a Condition
1. Click the
icon.
2. Enter the name for the condition and then click OK.
3. You can now add elements to the condition and alter the properties of those elements.
Adding Elements to a Condition
A condition can consist of multiple elements, including several elements of the same type.
1. Click the element drop-down list (shown as
,
,
or
in the toolbar).
2. Click the type of element required.
3. Click the condition to which you want to add the element.
4. You can now edit the element's settings.
•
Note:
By default the logical AND X+ setting is applied to new condition elements. For the week
planner and calendar elements, if more than one day is set this will never return true.
Therefore we recommend that the OR X|| logical setting is applied to all week planner and
calendar elements.
Editing Elements and Conditions
1. Click the Condition or Element and then on
.
2. Alternatively for elements you can double-click the element.
3. The elements or condition's properties are displayed for you to edit.
Changing a Condition's Logical Setting
1. Click the logic setting drop-down list, shown as x+ (AND), x|| (OR) or x! (NOT) in the toolbar.
2. Click the logic setting required.
3. Click the condition or element to which the logic setting should be applied.
Deleting Elements and Conditions
1. Click the condition or element you want to delete and then on
Installation & Maintenance
Voicemail Pro 3.0
.
Page 188
40DHB0002USAW Issue 13i (15th January 2005)
Conditions Editor
Available Condition Elements
Calendar
The Calendar element is used to indicate which days of the year return true. Double-clicking on a
particular day will either select or deselect it.
Selected days are shown with a shaded background, e.g.
days but not whether the day is selected.
. Note that
indicates weekend
The element returns 'true' if the current day is a selected day.
•
Note: Apply Logical OR X|| if more than one day selected
By default the logical AND X= is applied to this condition element. If more than one day is
selected then element cannot return true. For example it cannot be the 3rd March and the 4th
March at the same time. When multiple days are selected the OR X|| settings should be applied.
In our example the element will then be true if it is the 3rd March or 4th March.
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.
•
Note: Apply Logical OR X|| if more than one day selected
By default the logical AND X= is applied to this condition element. If more than one day is
selected then element cannot return true. For example it cannot be the Monday and Tuesday at
the same time. When multiple days are selected the OR X|| settings should be applied. In our
example the element will then be true if it is Monday or Tuesday.
Condition
The Condition element is used to combine the value of an already existing condition. When selected
the element displays a list of the other conditions from which to select.
Compare
The Compare element is used to compare Voicemail Pro system variables, for example $POS or
$ETA, against each other or against a value you enter.
Installation & Maintenance
Voicemail Pro 3.0
Page 189
40DHB0002USAW Issue 13i (15th January 2005)
Campaigns
Introduction to Campaigns
Campaigns are a series of questions and answers. Callers to a campaign hear the questions and give
their response, either spoken or through the telephone keypad.
Call processing agents accessing the campaign hear the caller's answers which they can then transcribe
into a database or other records.
Campaign Web Access
If the Voicemail Server PC is also a web server, then during installation of Voicemail Pro it is possible to
also install a Campaign Web Component. This allows access to play and change the status of campaign
messages through a web browser.
•
Browser Requirements:
The user must have Microsoft Internet Explorer 5.0 or higher (not Netscape). Their PC must also
have multimedia sound capabilities. The user must also have a mailbox on the voicemail system.
The name of their mailbox is requested when the user browses the campaign messages.
•
Browsing Address:
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.
•
http://<server address>/campaign/campcgi.html
Note that access must be via http: and not network file routing.
Installation & Maintenance
Voicemail Pro 3.0
Page 191
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Adding, Modifying & Deleting Campaigns
Pressing F7 or clicking on
activity.
displays the Campaign Wizard. This allows you to select the required
•
Create a new Campaign:
This option takes you through a series of campaign wizard menus to set the campaigns settings.
•
Modify an existing Campaign:
This option displays a list of existing campaigns from which you can select the one you wish to
modify. You will then be taken through the campaign wizard menus for the campaign settings.
•
Delete an Existing Campaign:
This option displays a list of existing campaign from which you can then select the campaign to
delete.
Customer Prompts
This menu is used to set the sequence of questions played to callers and to record their responses.
•
Add action:
Add a new campaign action. The options for a campaign action are then displayed.
•
Edit action:
Edit the currently highlighted campaign action.
•
Delete action:
Deletes the currently highlighted campaign action
•
Move action:
Moves the position of an action in the sequence of campaign actions.
The
and
commands give you access to the options for a campaign action.
•
Play a prompt to the customer:
If selected this option indicates that the action is a prompt played to the caller. You can then
specify which prompt to play or create a new prompt.
•
Allow the customer to input information:
If selected, this option indicates that the action should record the caller's response.
•
What type of input do you want:
This option sets whether the voicemail server should Record voice or Record key presses.
•
Please enter the maximum recording length:
Sets the maximum length of recording before the next action.
•
Please enter the maximum number of key presses:
Sets the maximum number of key presses to record before the next action.
•
Please enter a unique name that will describe the input:
A name to associate with the action. Note: The name should be a single word with no spaces.
•
The following prompt will be played to an agent when the above data is reviewed:
This option allows you to select or create a prompt that is played to agents before hearing the
caller's response.
Installation & Maintenance
Voicemail Pro 3.0
Page 192
40DHB0002USAW Issue 13i (15th January 2005)
Campaigns
Customer Menu
After completing the sequence of questions and responses, the caller can be offered a menu of options.
•
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 below they can use.
•
Please select which options will be available to the customer after the above prompt has
been played:
Click the tick boxes to select which options will be available to the customer. The customer then
needs to press the corresponding key.
•
Save the Campaign (and then quit):
Saves the callers responses and then disconnects the caller.
•
Play back response to the Campaign:
Plays back the customers responses to them and then repeats this customer menu.
•
Restart the whole Campaign:
Delete the customers responses and restarts the sequence of questions and answers.
•
Quit the Campaign (without saving):
Disconnects the customer without saving their responses.
•
Move options:
You can move the currently highlighted option so that the key presses associated with the
options differ.
•
Timeout:
Sets how long the voice mail server should wait for an answer before following the No Answer
connection.
Campaign Identification
This menu is used to set a park location for the campaign and to name the campaign.
•
Where should this Campaign be parked…:
This field can be used to 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.
•
The name of the Campaign is:
This is the name of the campaign.
Installation & Maintenance
Voicemail Pro 3.0
Page 193
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Accessing a Campaign
A campaign can be accessed in a number of ways:
•
Using the Campaign Action:
The Campaign action is used to route calls into a campaign after those calls have been routed to
an appropriate start point on the voicemail server. The actions properties set whether the call is
treated as a caller to the campaign or an agent processing the campaign messages. See
Campaign Action.
•
Using the Park Slot Number:
Set through the Campaign Identification menu, 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.
•
•
Note: Phone Manager park slot keys cannot be used for this function.
Through a Web Browser:
See Campaign Web Access.
Using the first two methods above, when an agent accesses the messages waiting in a campaign, they
have a number of telephone controls:
•
1 - Go to the start of the call.
•
2 - Rewind.
•
3 - Stop processing the message.
•
4 - Mark call as processed and delete.
•
5 - Mark call as processed and save.
(Currently save/processed messages can only be accessed via the web interface).
•
7 - Previous response.
•
8 - Start of response.
•
9 - Next response.
•
# - Fast forward.
•
0 - Pause
•
* - Rewind.
Installation & Maintenance
Voicemail Pro 3.0
Page 194
40DHB0002USAW Issue 13i (15th January 2005)
Recording Calls
Recording Calls
As well as providing messaging services, Voicemail pro can also provide call recording service.
•
Manual Call Recording
Users can trigger call recording by a number of methods. By default the recording is placed in
their own mailbox but this can be changed.
•
Automatic Call Recording
The IP Office system can be configured to record particular users, hunt groups or calls associate
with a particular account code.
•
For hunt group calls only incoming calls can be recorded.
•
Account codes can be associated with an incoming CLI and so provide call recording
based on the caller's CLI.
•
A time profile can be used to set when automatic call recording is used.
•
For inbound calls, recording will not take place if the call also goes to normal voicemail.
•
Different frequency settings, set in percentage terms, can be applied to the automatic
recording of inbound calls and outbound calls.
•
A mandatory settings can be used to return busy tone when call recording is required but
not available.
•
Where calls have been answered using a Line appearance button, the call recording goes
to the mailbox setting of the original call route destination.
•
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).
•
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 phone may also display a
recording symbol.
•
Conference Capacity:
Call recording uses conferencing capacity and so is subject to the available conferencing
capacity of the IP Office system.
•
Recording Duration:
Standard call recording is limited to the maximum message length set on the Voicemail Pro
system.
•
Recording Auto End:
Recording is automatically stopped if the call being recorded is parked or put on hold. If a
conference call is being recorded, recording automatically stops when a new party joins the
conference.
Installation & Maintenance
Voicemail Pro 3.0
Page 195
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Switching the Recording Warning On/Off
In many locations, it is a local or national requirement to warn those involved in a call that they are being
recorded. One method to do this is to enable the AOCR message provided by the Voicemail Pro server.
•
The Advice of Call Recording Prompt
This prompt is provided by the file aor_00.wav. A copy is located in the sub-folders of
c:\Program Files\Avaya\IP Office\Voicemail Server\WAVS for each language installed on
the Voicemail Pro server.
2. Within the Voicemail Pro Client, click on
or select Administration | Preferences | General.
3. Click on Play Advice on Call Recording to switch this option on (ticked) or off (unticked).
4. Click on OK.
5. Click Save & Make Live.
Changing the Maximum Recording Length
1. Within the Voicemail Pro Client, click on
or select Administration | Preferences | General.
2. For recordings being placed into a Voicemail Pro mailbox, the Max. Message Length (secs)
sets the maximum recording time, up to a maximum of 3600 seconds (1 hour). Note that this
affects the messages as well as recordings.
3. The Max. VRL Record Length (secs) setting is only used for calls being recorded to VRL. The
maximum record length is 3600 seconds (60 minutes).
4. Click on OK.
5. Click Save & Make Live.
Installation & Maintenance
Voicemail Pro 3.0
Page 196
40DHB0002USAW Issue 13i (15th January 2005)
Recording Calls
Manual Call Recording
Setting the Destination for User Recordings
The IP Office Manager can be used to specify where recordings triggered by a user are placed:
1. Within IP Office Manager, click on
2. Click on
to receive the IP Office's configuration.
User to display the current entries.
3. Select and double-click on the entry for which you want to alter the manual recording destination.
4. Select the Voice Recording tab.
5. In Manual Recording Mailbox, use the drop-down list to select which mailbox should be used to
contain recordings triggered by the user.
•
The Voice Recording Library options can only be used if a VRL application has been
installed and licensed. See Voice Recording Library.
6. Click on OK.
to send the configuration back to the IP Office. If user, hunt group and/or account
7. Click on
codes were the only changes made, select Merge Config.
Installation & Maintenance
Voicemail Pro 3.0
Page 197
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Triggering Manual Call Recording
Phone Manager Pro
Users can trigger call recording using Phone Manager Pro.
Start Recording.
When on a call, press F5 to start recording or select Function |
To end recording select Function |
Stop Recording.
and
For Phone Manager Pro users working in Agent mode, the
on the Phone Manager Pro toolbar when a call is connected.
actions are also shown as buttons
SoftConsole
SoftConsole users can manually trigger recording using the
Start Recording.
Action |
button on the toolbar or by selecting
This action toggles and so is also used to stop recording.
4400 and 6400 Series Phones
Phones in these series with a Menu key can manually trigger call recording by selecting Menu | Menu |
Func | Recor.
Using DSS Keys
The call record function can be programmed against a DSS key.
To set a DSS key for manual recording:
1. Open Manager and select the user.
2. On the Button Programming tab, select the required DSS key and for the Action select
Advanced | Call | CallRecord.
3. Merge the new settings back to the system.
To use the DSS key:
1. Place the current call on hold and then press the DSS key.
2. The held call is reconnected and recording is started.
Installation & Maintenance
Voicemail Pro 3.0
Page 198
40DHB0002USAW Issue 13i (15th January 2005)
Recording Calls
Using Short Codes
The shortcode feature "CallRecord" can be used to trigger recording of calls to Voicemail Pro.
To Record Your Own Calls
The following example shortcode can be setup as a user shortcode or a system shortcode. In either case
it will trigger recording into the user's designated mailbox.
To use the shortcode, place the call on hold and dial *95. The call is automatically reconnected and
recording begins.
Shortcode: *95
Telephone Number: Blank
Line Group ID: 0
Feature: CallRecord
To Record Other Calls
The following is an example shortcode for recording a call involving a specific extension. You do not
have to be in conference with or part of the call in order to use this shortcode - therefore this shortcode
should only be setup as a user shortcode for trusted users.
•
Shortcode: *96*N#
•
Telephone Number: N
•
Line Group ID: 0
•
Feature: CallRecord
Installation & Maintenance
Voicemail Pro 3.0
Page 199
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Customizing Manual Recording
Normally recording is performed by the Voicemail Pro server as a default task. However, a module
named Record can be used to customize the operation of auto-recording.
•
Note
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.
•
The $UUI Variable
The $UUI variable is supported from Voicemail Pro 1.3.15 onwards. Whenever recording is
triggered, $UUI contains the user name of the user who that triggered the recording process.
Installation & Maintenance
Voicemail Pro 3.0
Page 200
40DHB0002USAW Issue 13i (15th January 2005)
Recording Calls
Automatic Call Recording
Setting the Record Times, Frequency and Destination
Which users, hunt groups and account codes are auto-recorded are selected through IP Office Manager.
1. Within IP Office Manager, click on
2. Click on either
User,
to receive the IP Office's configuration.
Hunt Group or
Account Code to display the current entries.
3. Select and double-click on the entry for which you want automatic recording.
4. Select the Voice Recording tab.
5. From the Record Inbound and Record Outbound drop-down lists select the recording
frequency required (Note: Record Outbound is not available for hunt groups).
•
None: Do not record.
•
On: Record all calls if possible.
•
Mandatory: Record all calls. If recording is not possible, return busy tone to the caller.
•
xx%: Record calls at intervals matching the set percentage, eg. for every other call for
50%.
•
For inbound calls, recording will not take place if the call also goes to
normalvoicemail.
6. For users, you can also specify the destination for the recordings. By default this is the users own
mailbox.
•
The Voice Recording Library options can only be used if a VRL application has been
installed and licensed. See Voice Recording Library.
7. Click on OK.
to send the configuration back to the IP Office. If user, hunt group and/or account
8. Click on
codes were the only changes made, select Merge Config.
Hide Auto Record Indication
In addition to the audible advice of call recording prompt (see Switching the Recording Warning On/Off),
some phones may also display recording indication when automatic call recording occurs. This can be
switched on/off through the IP Office configuration.
1. Note that this change requires a reboot of the IP Office system.
2. Using Manager load the IP Office configuration.
3. On the System tab of the System form, check or un-check Hide auto recording as required.
4. Save the configuration back to the IP Office system.
Installation & Maintenance
Voicemail Pro 3.0
Page 201
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
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.
•
Note: If an AutoRecord module is created, it overrides the default auto-record operation.
•
The $UUI Variable:
The $UUI variable is supported from Voicemail Pro 1.3.15 onwards. Whenever auto recording is
triggered, $UUI contains either the account code, user name or hunt group name that triggered
the auto recording.
•
Note: A copy of this module can be found in Voicemail Pro Samples within the help pages.
•
The value of condition Account1 is checked using a
•
If found True, the call is recorded using a
recording.
•
If found False, the next condition test is tried.
•
The conditions, created within the
possible account code values.
•
The final
Listen action, used if none of the condition tests are True, has its Mailbox set to
$UUI. If $UUI hasn't matched any account code being used for auto recording, then its value will
be either the user name or hunt group name that triggered the auto recording.
Installation & Maintenance
Voicemail Pro 3.0
Test Condition action.
Listen action, which specifies the mailbox for the
Condition Editor, compare the variable $UUI against
Page 202
40DHB0002USAW Issue 13i (15th January 2005)
Recording Calls
Voice Recording Library (VRL)
Voice Recording Library (VRL) operation allows the Voicemail Pro to transfer specific users automatic
and/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 the Contact Store for IP Office application from
Witness Systems. This application provides tools to sort, search and playback recordings. It also
supports the archiving of recordings to DVD.
•
Installation and configuration of VRL with Contact Stories for IP Office is documented separately.
This section provides an overview only.
•
VRL is a licensed feature. It requires entry of a valid Voice Recording Administrators license
into the IP Office configuration.
•
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.
Installation & Maintenance
Voicemail Pro 3.0
Page 203
40DHB0002USAW Issue 13i (15th January 2005)
Fax Operation
Voicemail Pro Fax Operation
The Voicemail Pro server can detect and handle incoming fax calls in the following ways:
•
Redirect Fax Calls to a System Fax Number
When set, this number is used as the transfer destination for any fax calls received at user or
hunt group mailboxes. This operation is supported in IP Office and Intuity Mailbox mode. See
Setting the Voicemail Pro System Fax Number.
•
•
Redirect Fax Calls to a Mailbox Fax Number
When a system fax number is set, Intuity mailbox users can set a different fax transfer
destination for their own mailbox. See Setting a Mailbox Fax Number.
Redirect Fax Calls Using a Menu Action
The F character can be used within the touch tone choices of a Menu action to set what actions
should be applied to fax calls. See Routing Fax Calls Using a Menu Action.
Setting the Voicemail Pro System Fax Number
The System Fax Number is used as the default destination for any fax calls received in a mailbox.
For systems running in Intuity mode, once a system fax number is set, mailbox users can also set an
alternate fax destination number for their mailbox, see Setting a Mailbox Fax Number.
Preferences and select General.
1. Click on
2. Enter the fax destination in System Fax Number.
3. Click OK.
4. Click
Save and Make Live.
Installation & Maintenance
Voicemail Pro 3.0
Page 205
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Setting a Mailbox Fax Number
When a System Fax Number has been set, it is used as the default destination for any fax calls received
in a mailbox, see Setting the Voicemail Pro System Fax Number. When this is enabled, Intuity mode
mailbox users can also set their own mailbox fax destination.
1. Login to the mailbox.
2. press 5 to access personal options.
3. Press 3 for fax options.
4. Press **5 to set a fax printing number. Enter the fax extension number and then press #.
5. Enter **5 to change the number again or *3 to delete it (reroutes fax calls to the System Fax
Number).
Routing Fax Calls Using a Menu Action
The F character can be added to the Touch Tone options of a
Menu action to match the receipt of
fax tones. The corresponding result can then be routed as required for fax calls received by that call flow.
For example the module call flow below is using F to redirect incoming fax calls to a specific transfer
number.
The F result was added to the
Installation & Maintenance
Voicemail Pro 3.0
Menu actions Touch Tones tab using the
icon.
Page 206
40DHB0002USAW Issue 13i (15th January 2005)
Fax Operation
Fax Servers
Introduction
The document is based on one scenario of how third-party fax servers can be incorporated into an IP
Office system. This scenario was setup and tested with a number of popular fax server applications,
those being:
•
GFI FaxMaker
•
Equisys Zetafax
•
Fenestrae Faxination
•
Captaris RightFax
The scenario tested the following process:
1. Calls arriving on the user's DDI are routed to their extension.
2. The unanswered fax call then gets passed to the user's mailbox on Voicemail Pro.
•
Methods for transferring the call to the fax server if answered were also tested.
3. Voicemail Pro detects fax tone and passes the call to its set System Fax number, that
being an analog extension connected to a fax board in the Fax Server.
4. The Fax Server has been configured to distribute faxes to Exchange Server mailboxes
based on the original DTMF received with the call.
5. Users can collect faxes through their Outlook mailbox.
Installation & Maintenance
Voicemail Pro 3.0
Page 207
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
IP Office Configuration
The IP Office system used running IP Office V3.0 software
The Fax Server PC used an analog fax board, in our tests a Brooktrout Analog PCI board. This was
connected to an IP Office analog extension (POT) port.
1. The following was configured for the analog extension:
•
The Caller Display Type was set to DTMFB.
2. Incoming DDI routing of calls to specific users was setup as normal.
•
If available, a spare DDI could also have been used as a dedicate fax number and routed
direct to the fax server extension above.
3. If the fax board being used had supported multiple lines, these could be configured within a group
(set to hunt or rotary) and the group number used as the fax destination rather than the individual
extension number.
Installation & Maintenance
Voicemail Pro 3.0
Page 208
40DHB0002USAW Issue 13i (15th January 2005)
Fax Operation
Voicemail Pro Configuration
The voicemail system used was running Voicemail Pro 3.0 software. The Voicemail Pro had already
been setup and tested for MAPI based Voicemail Email operation.
For the Fax Server scenario the following additional options were configured within the Voicemail Pro
Client
1. Start the Voicemail Pro Client.
2. Select Administration | Preferences | General.
•
The System Fax Number was set to match the analog extension connected to the Fax
Server PC's fax board. This number is ten used as the destination for any fax calls
received by individual user mailboxes. For systems in Intuity emulation mode, the
individual mailbox users can override this number through the mailbox user interface if
required.
•
The Enable Fax Sub-Addressing option was selected.
3. Click OK and save and make live.
Installation & Maintenance
Voicemail Pro 3.0
Page 209
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Domain User Account Requirements
For the fax server and voicemail to interact, specific user rights are needed as follows:
•
The Voicemail Pro service requires sufficient log on permissions to access user mailboxes if
email reading is to be used.
•
The Exchange Connector service requires the following log on permissions:
•
•
o
Domain Admin.
o
Schema Admin.
o
Enterprise Admin.
The fax server service requires a user account to log on with the following permissions:
o
Domain Admin.
o
Schema Admin.
o
Enterprise Admin.
Domain users will need to be configured with email accounts in order for the fax software to route
incoming faxes to individual Outlook inboxes.
Installation & Maintenance
Voicemail Pro 3.0
Page 210
40DHB0002USAW Issue 13i (15th January 2005)
Fax Operation
GFI FaxMaker
GFI Fax System Requirements
•
A Windows 2000 or 2003 server machine with at least 256 Mbytes of RAM and an 800 MHZ
processor.
•
A professional fax device: A Brooktrout TR 114, TR 1034 or Trufax fax board, an EICON DIVA
PRO/SERVER fax card or an AVM active fax card. You can use class 2 or 2.0 fax modems using
either the Microsoft or the GFI fax modem drivers. For a complete list go to
http://kbase.gfi.com/showarticle.asp?id=KBID001220
•
If you are installing GFI FAXmaker on a separate machine, the IIS SMTP service will need to be
installed. The IIS SMTP service is included in every Windows distribution, including Windows
professional. To verify the Installation of the SMTP Service: In Control Panel, open Add/Remove
Programs, click Add/Remove Windows Components. Click the Internet Information Services (IIS)
component, click Details, and then verify that the SMTP Service check box is selected. If it is not
selected, click to select it, click OK, and then follow the installation directions that are displayed.
•
If you are using Microsoft Exchange Server, and are not installing the fax server on the Exchange
server machine, you must install Microsoft Outlook on the fax server machine and configure it to
connect to a mailbox (via mapi) on the Microsoft Exchange server machine. This is needed for
conversion of TNEF to MIME.
•
If using Windows 2000, ensure you have Service Pack 3 or later installed.
•
IMPORTANT: Disable Anti Virus software from scanning the GFI FAXmaker & other relevant
directories! AV products are known to both interfere with normal operation as well as slow down any
software which requires file access. In fact Microsoft does not recommend running file based anti
virus software on the Exchange Server. For more information:
http://kbase.gfi.com/showarticle.asp?id=KBID001523
•
Make sure that backup software is not backing up any of the GFI FAXmaker directories at any point.
Installation & Maintenance
Voicemail Pro 3.0
Page 211
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Exchange Connector Installation
If the set-up is with the exchange server and fax server on separate machines, it is necessary to install
the exchange connectors on the exchange server and GFI on the other machine. To do this you have to
run the install with a “–a splitserver” command.
1. Enter “Fex –a splitserver” from the command prompt
2. Choose “Exchange Connector Component”.
3. Select the desired language and click Next>.
4. Confirm exchange server name.
5. Choose a location and click Next to begin installation.
6. Following installation click Finish.
7. Ensure the service is running.
Installation & Maintenance
Voicemail Pro 3.0
Page 212
40DHB0002USAW Issue 13i (15th January 2005)
Fax Operation
GFI Server Installation
1. Run “fex - a splitserver” from the command prompt.
2. On the License Agreement screen select Yes.
3. Select Fax server component and click Next.
4. Enter the exchange server machine name and click Next.
5. Enter user and license information and click Next.
6. Choose the locale language and click Next.
Installation & Maintenance
Voicemail Pro 3.0
Page 213
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
7. Specify an admin account for the service and click Next.
8. Select the installation destination and click Next>.
9. Choose whether to configure now and click Finish. For our example we will configure now.
10. The FAXmaker Configuration Wizard should start. Click Next>.
Installation & Maintenance
Voicemail Pro 3.0
Page 214
40DHB0002USAW Issue 13i (15th January 2005)
Fax Operation
11. Choose your fax device and click Next. We used a Brooktrout card.
12. Click Yes to install the necessary drivers if not already installed
13. Click Next>.
Installation & Maintenance
Voicemail Pro 3.0
Page 215
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
14. Select the card type and click Next. Our test systems card was PCI based.
15. Click Start to start detection. The wizard should detect your device channels.
16. Click Next> and then click Finish.
17. You should arrive back at the fax configuration wizard.
Installation & Maintenance
Voicemail Pro 3.0
Page 216
40DHB0002USAW Issue 13i (15th January 2005)
Fax Operation
18. Click Configure lines … and add lines where necessary. Click OK.
19. Select DTMF and click OK.
Installation & Maintenance
Voicemail Pro 3.0
Page 217
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
20. Select the number of DTMF digits to capture and click OK. This should match the IP Office extension
number length.
21. Back at the main wizard, click Next.
22. If the following appears click OK.
23. Select a user for the default router & administrator and click OK.
Installation & Maintenance
Voicemail Pro 3.0
Page 218
40DHB0002USAW Issue 13i (15th January 2005)
Fax Operation
24. Click Next>.
25. The fax services are now started. Click Next.
26. Click Next > and then Finish.
Installation & Maintenance
Voicemail Pro 3.0
Page 219
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
GFI Fax Configuration
1. Open The GFI configuration application.
2. You have must create a default route for faxes that do not have a specific DTMF routing destination.
3. Right click Routing and open Properties.
4. Click Add and select a user. I selected a user called gfi. Then click OK.
5. You need to add users to the Licensed users list. Select Licensed users from the right-hand screen and
select New licensed user/group....
6. Select a user from the Select users or groups screen.
7. Now expand the Routing option and select DTMF/DID.
8. Right click and select New....
Installation & Maintenance
Voicemail Pro 3.0
Page 220
40DHB0002USAW Issue 13i (15th January 2005)
Fax Operation
9. Enter the DTMF that you want to route. This is the extension that the fax will be transferred from. In our
test this was extension 260. Click OK.
10. Add a user to recieve all faxes from the specified DTMF. I specified Administrator. Click OK.
11. Now go to the Fax Server section of the configuration application. Here you can monitor incoming faxes
and, if necessary debug any problems you might experience.
Installation & Maintenance
Voicemail Pro 3.0
Page 221
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
12. When a fax is transferred from the Voicemail Pro, you can see the fax server has received the DTMF. The
little red person shows this with the DTMF digits displayed next to it.
13. When routed to a user’s Microsoft Outlook Inbox, the message looks something like this one:
Installation & Maintenance
Voicemail Pro 3.0
Page 222
40DHB0002USAW Issue 13i (15th January 2005)
Fax Operation
Faxination
Faxination System Requirements
Faxination Server for MS Exchange/FCS requires the following software to be installed on the local
machine prior to running the Installation and Configuration process.
•
A supported operating system: Windows XP Professional, Windows 2000 Professional or Server,
or Windows 2003 Server.
•
Active Directory Support features (automatically available on a Windows 2000 or 2003 Server
Domain Controller). If you are installing on a machine that is not a Domain Controller, you must
install the Active Directory Administration Tools (ADMINPAK.MSI).
•
TCP/IP (required for Active Directory Services Interface).
•
Microsoft Internet Explorer version 5.5 or higher.
•
Microsoft Outlook (2000 recommended) with Collaboration Data Objects.
•
NOTE: Collaboration Data Objects components are not selected by default in a Typical
installation of Microsoft Office, therefore you MUST run a Custom installation of Microsoft
Office and manually select CDO.
•
NOTE: Microsoft Outlook is used for installing E-forms and address templates.
The Faxination MS Exchange Connector installation process will create a gateway within your Microsoft
Exchange organization. One of the following versions of Microsoft Exchange server must therefore be
running on the network:
•
MS Exchange 2003,
•
MS Exchange 2000,
•
MS Exchange version 5.5,
Fenestrae software also needs the following components on the local machine. These components will
be installed automatically during the Faxination for MS Exchange installation procedure (if they have not
been previously installed).
•
Active Directory Service Interface (ADSI) version 2.5.
•
Microsoft Data Access Components (MDAC); including Active Data Objects (ADO) version 2.5.
•
Visual Basic (VBScript) version 5.1.
•
XML Parser version 3.0 or later.
NOTE Faxination Server and FCS install the Brooktrout and Dialogic board software during the
installation.
Host connectors, and device connectors, can be installed on separate systems, that is, systems that do
not have the Faxination kernel installed.
If you are installing host, or device, connectors on a separate (remote) system, see: ‘Fenestrae ‘Location
Independent’ Connectors’ in the ‘Administrator’s Guide’ prior to running the Faxination for MS
Exchange/FCS setup program.
Fax Devices
Fax devices currently supported by Faxination for MS Exchange/FCS include:
•
Brooktrout including Analog, Basic Rate Interface (BRI) and Primary Rate Interface (PRI), E1 (30
lines) and T1 (24 lines)
Installation & Maintenance
Voicemail Pro 3.0
Page 223
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
•
Brooktrout TRxStream, which has been updated using the Brooktrout SDK 3.1.0, and ships with
the new Brooktrout System Software to support the latest boards (TR1000, TR1034 and TruFax)
on Windows 2003 platforms.
•
Intel Dialogic GammaLink including Analog, Basic Rate Interface (BRI) and Primary
RateInterface (PRI),
•
CAPI 2.0 fax devices (for example, EICON Diva server BRI, AVM),
•
Ascom Digital Fax Router,
•
Fax modems (Class 1, 2 and 2.0),
•
Least Cost Routing (LCR) devices, such as: FaxSav and Graphnet.
An account named ‘Faxination’ is required. You must log-on with this account before:
•
Installing Faxination Server for MS Exchange/FCS
•
Adding or removing Faxination/FCS components.
•
Running the Faxination Gateway Wizard.
NOTE: This account will run the Faxination services, and a MAPI profile will be created on its profile in
order to communicate with the Faxination Exchange gateway. The Faxination for MS Exchange/FCS
installation process updates the registry of the Microsoft Windows machine on which it is being installed.
The Faxination account must therefore have ‘Local Administrator’ permissions.
Exchange Connector Installation
The Exchange connector needs to be installed on the Exchange server machine. The fax server Kernel
can be on another PC but they communicate using “Contracts”. If installing on separate machines, it is
recommended that the fax server kernel is installed prior to starting the Exchange Connector installation.
During the Connector installation select the “Tools” applications as well as the Connector. This will allow
you to troubleshoot any issues.
Installation & Maintenance
Voicemail Pro 3.0
Page 224
40DHB0002USAW Issue 13i (15th January 2005)
Fax Operation
Faxination Server Installation
This section describes how to install the Faxination server and the MS Exchange Connector on the same
PC. If you are installing on separate machines, the process is very similar.
1. Extend the schema:
2. Run setup.exe
3. On the Welcome screen click Next >.
4. On the Software Licence Agreement screen click Yes.
5. On the Setup Mode screen click on the required install option..
6. Click Custom.
Installation & Maintenance
Voicemail Pro 3.0
Page 225
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
7. Choose Tools and Kernel Components and click Next>.
8. If the Exchange connector is going on another machine don't select any connectors. If it is then select
“Microsoft Exchange Connector”. Click Next>.
9. Choose your fax device. For our test systems we used a Brooktrout fax card. Click Next>.
10. Choose the install location and click Next>.
Installation & Maintenance
Voicemail Pro 3.0
Page 226
40DHB0002USAW Issue 13i (15th January 2005)
Fax Operation
11. Choose where to store fax logs and click Next>.
12. Select the line type and click Next.
13. Enter service routing ID information and click Next. Note: the Address field should read
“/o=AvayaEx/ou=First Administrative Group/cn=Recipients/cn=Administrator”.
Installation & Maintenance
Voicemail Pro 3.0
Page 227
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
14. Check the setup information and click Next>.
15. Now configure the fax device
16. Click connectivity
Installation & Maintenance
Voicemail Pro 3.0
Page 228
40DHB0002USAW Issue 13i (15th January 2005)
Fax Operation
17. Click Configure and check the General tab, then go to the Inbound tab.
18. Tick the Enable DTMF option and enter the number of digits and the timeout. Then Click OK.
Installation & Maintenance
Voicemail Pro 3.0
Page 229
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
19. Click on the Hardware tab. Highlight <New board> and select the board type and number of channels,
then click Set. Click OK.
20. Click OK to stop and restart the service.
21. You might see this message but just click OK and carry on.
Installation & Maintenance
Voicemail Pro 3.0
Page 230
40DHB0002USAW Issue 13i (15th January 2005)
Fax Operation
22. Click Finish.
Installation & Maintenance
Voicemail Pro 3.0
Page 231
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Faxination Configuration
1. Open the Fenestrae Server Administrator Application.
2. Check services have started or start them.
3. Navigate to Address Manager and double click Launch.
4. The Address Manager should load up. Navigate to Users.
Installation & Maintenance
Voicemail Pro 3.0
Page 232
40DHB0002USAW Issue 13i (15th January 2005)
Fax Operation
5. Open the properties of a user. Configure any desired permissions.
6. From the Routing tab, select <New route>. Select DIR as the routing type. Enter the extension (i.e. the
DTMF you want to route by) into the “Code field. Click Set and then OK.
7. Send a fax to an IP Office extension (in this example we are using Extension 202).
Installation & Maintenance
Voicemail Pro 3.0
Page 233
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
8. When the Voicemail Pro transfers the fax call with the DTMF, the fax server routes it to the Outlook mailbox
of the desired user(s).
9. Below is an example of a Faxination email. The fax image can be accessed via the “Fax” tab.
Installation & Maintenance
Voicemail Pro 3.0
Page 234
40DHB0002USAW Issue 13i (15th January 2005)
Fax Operation
Zetafax
Zetafax System Requirements
The Zetafax Server runs on these operating systems with the following requirements:
•
•
•
•
•
Microsoft Windows Server 2003:
•
550MHz Pentium-compatible CPU or faster
•
256MB RAM
•
fax modem, active ISDN controller or intelligent fax board.
Microsoft Windows XP Professional:
•
300MHz Pentium-compatible CPU or faster
•
128MB RAM
•
fax modem or intelligent fax board.
Microsoft Windows 2000:
•
300MHz Pentium-compatible CPU or faster
•
128MB RAM
•
fax modem, active ISDN controller or intelligent fax board.
Microsoft Small Business Server 2000:
•
Pentium-compatible CPU or faster
•
256MB RAM
•
fax modem, active ISDN controller or intelligent fax board.
Microsoft Windows NT 4.0:
•
Pentium-compatible CPU or faster
•
64MB RAM
•
fax modem, active ISDN controller or intelligent fax board.
To support over 10 users, a server operating system is required e.g. Windows Server 2003.
To support over 25 users, multiple fax lines or when using the Email Gateway, we recommend you use a
dedicated fax server.
Email Gateway Option
The Email Gateway requires one of these configurations:
•
Microsoft Exchange 2000/2003 connector
•
Microsoft Exchange 5.5 connector
•
Lotus Domino R4.5 to R6.5 gateway
•
SMTP Server.
Microsoft Outlook
Zetafax supports these versions of Microsoft Outlook:
Installation & Maintenance
Page 235
Voicemail Pro 3.0
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
•
Microsoft Outlook 2003
•
Microsoft Outlook 2002
•
Microsoft Outlook 2000
•
Microsoft Outlook 98 (forms are not supported).
Fax
Zetafax supports these fax types:
•
Group III fax
•
Standard mode (200x100 dpi), Fine mode (200x200 dpi)
•
Brooktrout intelligent fax boards
•
Intel Dialogic intelligent fax boards
•
Class 1, Class 2, Class 2.0 and Class 2.1 fax modems
•
Active CAPI 2.0 ISDN controllers (supporting T.30 protocol)
Exchange Connector Installation
•
•
The Zetafax Exchange Connector needs should be installed on the Exchange server PC.
o
Log on to Windows using an account with administrator privileges and member of the
Schema Admin group.
o
Run the Zetafax for Exchange 2000/2003 set-up program.
o
Follow the instructions on screen to install the Zetafax on the Microsoft Exchange
2000/2003 server PC. Click the Next button to begin installation.
o
If you need to remove the connector at a later date, it is important that you do so by using
the Add/Remove programs control panel. Do not attempt to uninstall the manually.
o
All the necessary programs to ensure correct operation of the email gateway including the
Zetafax for this routing group, the extensions for the Microsoft Exchange System Manager
program, and the client addressing templates, will be installed on this server.
The Zetafax Exchange Connector service requires the following logon permissions:
o
Domain Admin
o
Schema Admin
o
Enterprise Admin
Installation & Maintenance
Voicemail Pro 3.0
Page 236
40DHB0002USAW Issue 13i (15th January 2005)
Fax Operation
Zetafax Server Installation
•
Ensure fax card is installed prior to installing the Zetafax server software.
•
Run the Zetafax server installation. Ensure that you are logged on to the PC with sufficient
permissions.
•
The Zetafax server service requires a user account to logon with the following permissions:
o
Domain Admin
o
Schema Admin
o
Enterprise Admin
Configuring the Email Gateway
1. Open the Zetafax configuration tool. Open “Email Gateway” from the Server Settings section.
Installation & Maintenance
Voicemail Pro 3.0
Page 237
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
2. Ensure Email Gateway is set to “Enabled”. Click on “Add Email…” button.
3. Add Microsoft Exchange and click OK.
4. Click “Configure” from the email gateway screen. Leave “Polling interval” set to 1 second. Highlight the
email system and click “Setup”.
5. Ensure “Driver enabled” is ticked.
6. Specify the path to the Exchange connector. The test system exchange connector was installed to
C:\Program Files\Exchsrvr\CONNECT\ZETAFAX. I shared the folder and referenced the path as
\\<server>\zetafax to make things simple.
7. Leave the “Connector Address type name” as “FAX”.
Installation & Maintenance
Voicemail Pro 3.0
Page 238
40DHB0002USAW Issue 13i (15th January 2005)
Fax Operation
8. Click the “test connection” button to ensure the set-up is successful.
Email Gateway Users
1. Right-click Email gateway users and select Refresh.
2. Click OK to allow the system to build a list of users.
Installation & Maintenance
Voicemail Pro 3.0
Page 239
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
3. Select the Exchange server version and click Export. This will populate the Zetafax tool with a list of
users.
Installation & Maintenance
Voicemail Pro 3.0
Page 240
40DHB0002USAW Issue 13i (15th January 2005)
Fax Operation
Email User Profiles
1. Right-click and add a new email user profile.
2. Fill in details.
3. Click the Routing button.
Installation & Maintenance
Voicemail Pro 3.0
Page 241
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
4. Select Sub-address. I entered the number of the extension the incoming faxes are transferred from (260)
and clicked add.
Installation & Maintenance
Voicemail Pro 3.0
Page 242
40DHB0002USAW Issue 13i (15th January 2005)
Fax Operation
Devices
1. You need to add the fax device(s) into the Zetafax configuration tool. Select Devices and click Add.
2. The Device Configuration Wizard is started. Click Next>.
3. Select the type of device and click Add. For our tests we were using a Brooktrout Fax board port.
4. If you edit the added channel you can name it, set the dial prefix for out-dialing, etc.
5. From the “Receiving” section it appears that a user must be selected in order for incoming faxes to be
handled.
Installation & Maintenance
Voicemail Pro 3.0
Page 243
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
6. Click “Next” when details have been entered.
7. Continue to add ports/channels as required. When the required devices have been added click Next>.
8. Click Finish and then click End.
Installation & Maintenance
Voicemail Pro 3.0
Page 244
40DHB0002USAW Issue 13i (15th January 2005)
Fax Operation
Automatic Inward Routing
1. Right-click Sub-addresses under Automatic inward routing and select option to Add.
2. Enter the Sub-address. This number is the same as the DTMF sent through by the Voicemail Pro server.
Select a user to route the fax to.
3. Alternatively Routing configuration can be done through “Active Directory Users and Computers”.
4. During the Zetafax Exchange Connector component installation the user is asked permission it
update the Active Directory schema. If this update has been made, a Zetafax tab is visible
through the properties of a domain user.
5. From the “Receiving to e-mail” section, select the “Allowed to receive faxes using direct dial (DID)
number” field.
Installation & Maintenance
Voicemail Pro 3.0
Page 245
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
6. Enter the extension number to route by (202 in the example) and apply the changes.
Installation & Maintenance
Voicemail Pro 3.0
Page 246
40DHB0002USAW Issue 13i (15th January 2005)
Fax Operation
RightFax
RightFax Requirements
RightFax server can be installed and run only on computers running the following operating systems:
•
Microsoft Windows Server 2003 Standard Edition
•
Microsoft Windows Server 2003 Enterprise Edition
•
Microsoft Windows 2000 Advanced Server
•
Microsoft Windows 2000 Server
The minimum hardware requirements for the fax server vary depending on the operating system you are
running.
Minimum hardware requirements for Microsoft Windows Server 2003 Standard Edition
•
Computer/Processor 133 MHz or higher Pentium-compatible CPU (550 MHz recommended)
•
Memory 128 MB RAM (256 MB recommended)
•
Hard drive 1.5 GB
•
CPU support Up to four CPUs on one computer
•
Drive CD-ROM or DVD drive
•
Display VGA or high resolution monitor running at a resolution of 800 x 600 or higher
Minimum hardware requirements for Microsoft Windows Server 2003 Enterprise Edition
•
Computer/Processor 133 MHz or higher
•
Memory 128 MB RAM (256 MB recommended). 32 GB RAM maximum.
•
Hard drive 1.5 GB or higher.
•
CPU support Up to eight CPUs on one computer
•
Drive CD-ROM or DVD drive
•
Display VGA or high resolution monitor running at a resolution of 800 x 600 or higher
Minimum hardware requirements for Microsoft Windows 2000 Advanced Server
•
Computer/Processor 133 MHz or higher Pentium-compatible CPU
•
Memory 128 MB RAM (256 MB recommended)
•
Hard drive 2 GB with 1 GB free space
•
CPU support Up to eight CPUs on one computer
•
Drive CD-ROM or DVD drive
•
Display VGA or high resolution monitor running at a resolution of 800 x 600 or higher
Minimum hardware requirements for Microsoft Windows 2000 Server
•
Computer/Processor 133 MHz or higher Pentium-compatible CPU
•
Memory 128 MB RAM (256 MB recommended)
•
Hard drive 2 GB with 1 GB free space
•
CPU support Up to four CPUs on one computer
•
Drive CD-ROM or DVD drive
•
Display VGA or high resolution monitor running at a resolution of 800 x 600 or higher
Installation & Maintenance
Voicemail Pro 3.0
Page 247
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
RightFax Installation & Config
1. Run the installation from the RightFax sever software CD. At the Welcome screen click Next.
2. Accept the license agreement and click Next.
3. Enter your customer information. The serial number is provided by Captaris after installation. To
progress the install, we entered “1111111111” as the serial number.
4. Select Custom and click Next.
Installation & Maintenance
Voicemail Pro 3.0
Page 248
40DHB0002USAW Issue 13i (15th January 2005)
Fax Operation
5. Select the features to be installed.
•
If the Exchange server is on a separate machine, you would install the Exchange
Connector (Gateway) after the server software. I installed the RightFax software on the
same machine as the Exchange server, therefore in this example the Exchange
Connector (Gateway) was selected.
6. Specify an SMTP host and then click Next.
Or
Installation & Maintenance
Voicemail Pro 3.0
Page 249
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
7. The software is now ready to install. Click Install.
8. Click Yes to update the schema.
9. Software installation will now begin.
Installation & Maintenance
Voicemail Pro 3.0
Page 250
40DHB0002USAW Issue 13i (15th January 2005)
Fax Operation
10. Select account for the service.
11. Click Add Gateway.
12. Select Microsoft Exchange.
13. The location of mail files refers to the RFGATE shared folder on the PC with the exchange
gateway connector installed. You can redefine this after install so can leave default initially.
14. Fax board installation should now start. See Fax Board Installation.
Installation & Maintenance
Voicemail Pro 3.0
Page 251
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Fax Board Installation
1. Following RightFax software installation, the fax board installation process is started. Click Next.
2. Accept the license agreement and click Next.
3. Choose the fax board type and click Next. For our tests we used a Brooktrout analog PCI board.
4. Click Install to start the installation of the necessary software for the fax board..
5. Click Add Brooktrout Board.
6. Choose the board.
Installation & Maintenance
Voicemail Pro 3.0
Page 252
40DHB0002USAW Issue 13i (15th January 2005)
Fax Operation
7. Ensure Activate Channel is ticked. Ensure Enable DTMF Routing is enabled. Specify the
number of digits and tone wait. Click OK.
8. Click Finish.
Admin Utilties Installation
1. Run Setup.exe from x:\Support\Admin Utilities.
2. Accept the license agreement and click Next.
3. Choose Complete as the setup type and click Next.
4. The software will now be installed. Click Finish when completed.
Installation & Maintenance
Voicemail Pro 3.0
Page 253
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Server Configuration
1. Open the RightFax Enterprise Fax Manager.
2. Right click Users and select Add new user(s).
3. Enter a user ID. Keep it the same as the domain users you will associate it to.
Installation & Maintenance
Voicemail Pro 3.0
Page 254
40DHB0002USAW Issue 13i (15th January 2005)
Fax Operation
4. Select the Inbound Routing tab.
5. Enter the DTMF digits that you want to associate with the user into the Routing Code field. Select
Microsoft Exchange Routing Type. Enter the Exchange profile name of the user into the Routing
Info field. Click OK.
6. Browse to the “RFaxGate” folder on the Exchange connector machine.
Installation & Maintenance
Voicemail Pro 3.0
Page 255
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
7. Share the directory as ‘RFAXGATE’ and go to the permissions and explicitly add the user
account for the gateway, giving it full control.
8. Go to the security tab and add the account.
Installation & Maintenance
Voicemail Pro 3.0
Page 256
40DHB0002USAW Issue 13i (15th January 2005)
Fax Operation
9. Click Advanced and put a checkmark in the “Replace permission entries…”.
Installation & Maintenance
Voicemail Pro 3.0
Page 257
40DHB0002USAW Issue 13i (15th January 2005)
IVR Database Connection
IVR: Connecting Voicemail Pro to a Database
Voicemail Pro call flows can interact, read and write data, with almost any Windows database that
supports ODBC (Open Database Connectivity) and SQL (Structured Query Language) format.
•
The
Requirements for Voicemail Pro Database Operation
To use the Database actions within Voicemail Pro, a VM Pro Database Interface must be added
to the IP Office configuration.
Database Actions that can be used in a call flow are:
•
Database Open
Opens the required database, including any necessary permissions and security options.
•
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.
•
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.
•
Database Close
Closes the database connection. This also occurs automatically if the caller disconnects.
Installation & Maintenance
Voicemail Pro 3.0
Page 259
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Example
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, other databases can be used. 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.
Note: A copy of this database, the Voicemail Pro database and the wav files used can be found in
Voicemail Pro Samples within the help pages.
Installation & Maintenance
Voicemail Pro 3.0
Page 260
40DHB0002USAW Issue 13i (15th January 2005)
IVR Database Connection
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.
Installation & Maintenance
Voicemail Pro 3.0
Page 261
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Database Open Action
The Database Open Action is used to link to the bookshop database.
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.
Installation & Maintenance
Voicemail Pro 3.0
Page 262
40DHB0002USAW Issue 13i (15th January 2005)
IVR Database Connection
Database Execute Action
The Database Execute Action contains a query against the open database, in this example it concerns
the ISBN captured in the previous menu action.
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 will 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.
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.
Installation & Maintenance
Voicemail Pro 3.0
Page 263
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Database Get Data Action
The Database Get Data Action is used to return details of any matching entries following a search
against a database.
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.
If a matching ISBN has been found the call flow is routed to another module called
'Bookshop_CurrentBookSpeakDetails'.
Installation & Maintenance
Voicemail Pro 3.0
Page 264
40DHB0002USAW Issue 13i (15th January 2005)
IVR Database Connection
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 .
The information from the database is conveyed to the caller using the 'Speak Text Action'. Note: To use
the Speak Action the IP Office must be licensed for and have installed Text to Speech.
Installation & Maintenance
Voicemail Pro 3.0
Page 265
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
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.
Any fields selected in a query will appear in alphabetical order.
•
$DBD[0] would return details from the field Author
•
$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 additional text added so that the currency can be
spoken, in this example pounds are used. See below.
Installation & Maintenance
Voicemail Pro 3.0
Page 266
40DHB0002USAW Issue 13i (15th January 2005)
IVR Database Connection
Enter 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.
Confirm Book Details
Generic actions are used to store the ISBN number and cost. The example below shows how the ISBN
number is stored in the system variable CP0.
When the details have been stored the book title and cost are spoken to the caller using a Speak Text
action. See the example below.
Installation & Maintenance
Voicemail Pro 3.0
Page 267
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Collect Callers Details
Details can be entered into a database by a caller. In this example we collect the callers 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 collected the callers telephone number and
assign it to the system variable CP4.
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 will taken through a
series of steps.
1. Select the Database Execute icon.
2. At the SQL Function window the option to 'Insert …values' was chosen as information needs to
be added to the database..
3. Details are then entered into the SQL Wizard, as shown below. When the Database table is
selected, the list of fields contained within the table is inserted.
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.
Installation & Maintenance
Voicemail Pro 3.0
Page 268
40DHB0002USAW Issue 13i (15th January 2005)
Mailbox User Controls
Mailbox User Controls
The IP Office supports a number of methods for users to control their mailbox and messages once they
have entered the mailbox.
•
Standard IP Office Mailbox Mode
This is the only mode for Voicemail Lite. The Voicemail Pro can also be set to run in this mode.
•
Intuity Mailbox Mode
This is the default mode for the Voicemail Pro. It provides an IP Office emulation of many of the
Avaya Intuity features.
•
Phone Manager
The Phone Manager application allows a user to switch voicemail and voicemail ringback on/off.
Phone Manager Pro also provides full visual access to the user's voicemail and allows messages
to be played back and controlled through their PC. Refer to the Phone Manager Users Guide for
details.
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).
Installation & Maintenance
Voicemail Pro 3.0
Page 269
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Telephony Operation Mode
All users should be made aware that messages are automatically deleted from the server after being
played unless they set the message as saved (see Automatic Message Deletion).
All users can use the following default short codes:
•
Access their mailbox from their own extension: *17
•
Turn voicemail on: *18
•
Turn voicemail off: *19
•
Turn voicemail ringback on: *48
•
Turn voicemail ringback off: *49
Once a user has entered their mailbox, the Voicemail Pro Server supports two sets of mailbox controls.
•
IP Office
This is the default mode used and matches the features of Voicemail Lite.
•
Intuity
This is IP Office Intuity emulation mode. Intuity is a mailbox interface used on a range of Avaya
voicemail systems. In Intuity emulation mode, the Voicemail Pro support a range of Intuity
features but not all Intuity features. For full details of those Intuity features supported by
Voicemail Pro, refer to the "IP Office Intuity Mailbox Users Guide".
The prompts provided to a mailbox user are determined by the user's Locale setting as set through the
Manager application. Note that on some phones the user can change their language setting themselves
(refer to the appropriate User Guide). For languages supported see Language Support.
To select the mailbox operation mode:
Note: If the Regional Setting of the server onto which Voicemail Pro is installed is "English (United
States)", then Voicemail Pro defaults to Intuity mailbox operation.
1. Start Voicemail Pro and select the current voicemail configuration file.
2. Select Administration and then Preferences.
3. Select Default Telephony Operation and set this to either IP Office or Intuity as required.
4. Select OK.
5. From the File menu use Save & Make Live to save the configuration change.
Installation & Maintenance
Voicemail Pro 3.0
Page 270
40DHB0002USAW Issue 13i (15th January 2005)
Mailbox User Controls
Automatic Message Deletion - Housekeeping
Messages are automatically deleted from the voicemail server after being played (including those played
via the users IMS email client) after a set delay. This delay can be adjusted for different message types.
The process of housekeeping is performed after any two hour idle period, that is a period with no call into
or from the voicemail server.
1. Click the preferences
icon or
2. From the Administration menu, select Preferences and then choose General.
3. Select the Housekeeping tab.
4. Adjust the settings as required for the different message types.
5. Click OK.
6. Click
Save and Make Live and select Yes.
Installation & Maintenance
Voicemail Pro 3.0
Page 271
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Personal Distribution Lists
Personal distribution lists (also known as mailing lists) are available to mailbox users when the system is
in Intuity mode.
Each mailbox user can create up to 20 lists, each containing up to 360 mailbox numbers. List can then
be used when forwarding or sending messages from within the mailbox.
Each list can be marked as private or public. Public lists can be used by other mailbox users when
forwarding or send messages. A user can also import the contents of a public list into one of their own
lists.
If Voicemail Pro Networked Messaging (VPNM) is installed, lists can include mailboxes on remote
systems. The only difference in presentation is that, where the mailbox user name is used to identify
local mailboxes in a list, remote mailboxes are listed by number only.
List are maintained either through the mailbox or through Phone Manager Pro version 3.0 or higher. Lists
cannot be viewed or controlled from within the Voicemail Pro Client. For full details of list operation refer
to the Intuity Mailbox User Guide.
Installation & Maintenance
Voicemail Pro 3.0
Page 272
40DHB0002USAW Issue 13i (15th January 2005)
TTY Support
Voicemail Pro TTY Prompts
TTY is a method of sending and receiving text messages within the speech path of telephone calls. The
text is entered and displayed through a TTY device connected in parallel with the user's normal phone.
Due to its widespread usage and support it has become the standard used by devices for the hearing
impaired.
Voicemail Pro 1.4 supports the addition of TTY prompts for Intuity mode mailbox access, that is leaving
and collecting messages from a mailbox. Caller's 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 TTY prompts.
The TTY device and associated analog phone (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. The analog phone can be used to send dialing digits
and provide a speech path during calls.
Installing Voicemail Pro TTY Prompts
The required TTY prompts are now selectable from the list of Speech Supported language options
during the installation of Voicemail Pro.
Installation & Maintenance
Voicemail Pro 3.0
Page 273
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
User Configuration
Changing the User Locale
This is the simplest method as it requires no customization of the user's mailbox operation.
1. In IP Office Manager, click on
2. Click on
to receive the system's current configuration.
User to display the list of users.
3. Double-click on the user for whom you are setting up TTY mailbox operation.
4. On the User tab, enter TTY in the Locale field.
5. Click on OK.
to send the configuration back to the system. If user locale was the only change
6. Click on
made, then select a Merge Config.
The locale setting tty is not actually recognized by Manager. Therefore all aspects of the user's
telephony operation on the IP Office will default to the system's locale setting (System | System |
Locale). However, the user locale setting is transferred to the Voicemail Pro server during mailbox
access and so will alter the prompts provided.
Mailbox Access
In order to access their mailbox, the user should dial *17 and then take the analogue telephone handset
off hook. Once connected, they will see TTY prompts on the TTY display.
TTY requests such as "Press 1 for …" should be handled by dialing from the keypad of the telephone.
TTY messages followed by GA (go ahead) require text typed from the TTY device.
For further information, refer to the document "User Guide for Audix TTY Interface" (555-300-710).
Installation & Maintenance
Voicemail Pro 3.0
Page 274
40DHB0002USAW Issue 13i (15th January 2005)
TTY Support
Voicemail Pro Customization
An alternative to setting the user locale as TTY is to change the users language setting within the
Voicemail Pro call flows for that user.
Simple Mailbox Customization
The
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.
Select System Prompt Language action set to TTY, would be added to the
In the simplest form, a
user's Collect start point and followed by a Get Mail action.
Similarly a
Select System Prompt Language action set to TTY, would be added to the user's Leave
start point and followed by a Leave Mail action.
Installation & Maintenance
Voicemail Pro 3.0
Page 275
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Complex Mailbox Customization
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.
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.
Installation & Maintenance
Voicemail Pro 3.0
Page 276
40DHB0002USAW Issue 13i (15th January 2005)
Dial by Name
Voicemail Pro Dial by Name
The Dial by Name action allows callers to indicate the user or group 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 below.
The key pre-requisites before a Dial by Name action can be used are:
1. User Names
The user names are set through the IP Office Manager. Either the user's Name or Full Name
field can be used for Dial by Name. If the Full Name field is set then it takes precedence over the
Name field.
•
Changing Names
Voicemail Pro mailboxes are created to match existing user Name's. If a user Name is
changed, Voicemail Pro will create a new mailbox to match the new Name. Therefore
care must be taken to ensure that Name field entries are as accurate as possible when
first setting up users. Using the Full Name field for Dial by Name is recommended as the
Full Name entry can be changed without affecting the existing mailbox entries.
2. User Name Recordings
Each mailbox to be included by the Dial by Name action needs to have had a user name
recorded. This can be done in two ways:
•
Intuity Mailbox Mode
By default when the user first enters their mailbox, they will be asked to set their voicemail
code password and then to record their name.
•
IP Office Mailbox Mode
In this mode you need to setup 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.
Installation & Maintenance
Voicemail Pro 3.0
Page 277
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Example Dial by Name 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 the leave a
message.
Note: A copy of this module can be found in Voicemail Pro Samples within the help pages.
1. In Voicemail Pro we added a new module and called it Dial by Name.
2. From
Telephony Actions we added a
Dial by name action.
Telephony Actions we also added an Assisted Transfer action. In its properties
3. From
Specific tab we set $KEY as the Mailbox.
4. We connected the
Dial by name action's True result to this action.
Mailbox Actions we added a
Leave Mail action. Again in its Specific tab we set
5. From
$KEY as the Mailbox. We added links from the Assisted Transfer action's No Answer and
Busy results to this action.
Adding a short code
1. In Manager, we added a new system short code. For this example we chose *75 and then
entered the details as shown below.
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.
Installation & Maintenance
Voicemail Pro 3.0
Page 278
40DHB0002USAW Issue 13i (15th January 2005)
Dial by Name
Adding a Record Name Module
This module allows users to record/re-record their mailbox name. This, or a similar module, is necessary
if the 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.
1. In Voicemail Pro, we added a new module and called it Record Name.
2. We added a Record Name action.
•
In the General tab of the Record Name action's properties we set the Pin as $. The $
means that caller's must enter their Voicemail Code in order to use the action.
•
We left the Specific tab set to Caller's Mailbox.
3. We then used
Save and Make Live.
Adding a Shortcode:
1. In Manager, we added a new system short code. For this example we chose *74 and then
entered the details as shown below.
2. After merging this back into the IP Office, users can dial *74 at their extension in order to record
their mailbox name.
Installation & Maintenance
Voicemail Pro 3.0
Page 279
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Using the Name Table
It is possible to create a service that will allow access to re-record the name of any mailbox. The
NameWavsTable does this by requesting an extension number and then allowing you to play, re-record
and submit a name recording for that extension. It then allows another extension number to be entered
and so on.
Naturally if this option is used it should be behind suitable PIN code and other security protection as it
allows the recording of names for any mailbox.
1. In Voicemail Pro, create a new module.
2. Add a Goto action and open its properties.
3. In the General tab, enter a unique number in the Pin.
4. In the Specific tab, in Please select a node to go to enter NameWavsTable.
5. Click on OK.
6. Using a short code or other method, create a route to the new module.
Changing Full Names
Users with DS port display phones can set and change their Full Name through their telephone. This
name will then be used for the text matching part of Dial by Name.
4400, 4600 and 6400 Phones with a Menu
Key
twice.
1. Press Menu
2. Press
and select ProgA.
3. Press
and select Name.
4. Enter the new name. Use the dialing keys and Rotat to enter characters. For example, to enter
an L press the 5 key and then press Rotat until an L is displayed. You can use the top-left
display key to backspace.
5. When the text is as you require press Done.
6. Press Exit
.
Note: As of IP Office 3.0 DT phones (20 Series) are no longer supported.
Installation & Maintenance
Voicemail Pro 3.0
Page 280
40DHB0002USAW Issue 13i (15th January 2005)
Language Switching
Voicemail Pro Language Switching
Voicemail Pro supports a wide range of languages.
•
? What languages are supported.
See Language Support.
•
? Which language is played to callers.
For external callers the Voicemail Pro will play try to match the Locale setting of the IP Office
system. For internal callers, if they have a different user locale in their user setting, Voicemail Pro
will try to match that language.
•
•
If using centralized Voicemail Pro, the default locale is that of the central IP Office. If
users on the remote IP Office want different language prompts, their user locale must be
individually changed.
? What if prompts for the language required aren't installed.
The Voicemail Pro has a set of rules which is follows in order to find the best alternate language.
A table showing these rules has been included, see Automatic Fallback Language Selection.
•
Example: For user with their Locale set to French Canadian, if prompts for that language
were not available, the Voicemail Pro would look for French prompts instead, then English
US and finally English UK.
•
? Can the language played to a caller be changed during a call.
Yes, this can be done using a Select System Prompt action. See Using the Select System
Prompt.
•
? I've used Select System Prompt, it changes the default language prompts but not my
custom prompts.
You need to use the $LOC variable in the path to your custom prompt files, see the example in
Switching Custom Prompts - Using $LOC.
Installation & Maintenance
Voicemail Pro 3.0
Page 281
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Automatic Fallback Language Selection
The following table shows various Locales that might be set in an IP Office configuration. It then shows
the first choice language prompts that voicemail will try to use, then the second choice and so on.
•
Example
For users with their Locale set to French Canadian, if prompts for that language were not
available, the Voicemail Pro would look for French prompts instead, then English US and finally
English UK.
•
The ( ) brackets indicate the Locale setting in the IP Office configuration. The following
abbreviations are the language prompt folders used by Voicemail Pro in order of preference.
•
Danish (dan): da, en.
•
Dutch (nlb, nld): nl, en.
•
English UK (eng, ena, enz): en.
•
English US (enu, enc): enu, en.
•
Finnish (fin): fi, en.
•
French (fra): fr, frc, en.
•
German (deu): de, en.
•
Greek (ell): el, en.
•
Hungarian (hun): hu, en.
•
Italian (ita): it, en.
•
Japanese (jpn): jp, en.
•
Korean (kor): ko, en.
•
Norwegian (nor): no, en.
•
Polish (plk): pl, en.
•
Portuguese (ptg): pt, ptb, en.
•
Brazilian Portuguese (ptb): ptb, pt, en.
•
Spanish (esp): es, eso, en.
•
Latin Spanish (esm): eso, es, enu, en.
•
Swedish (sve): sv, en.
•
French Canadian (frc): frc, fr, enu, en.
Installation & Maintenance
Voicemail Pro 3.0
Page 282
40DHB0002USAW Issue 13i (15th January 2005)
Language Switching
Using the Select System Prompt
The
Select System Prompt action (Voicemail Pro 1.2.6 or higher) allows the language used within a
call flow to be changed from that of the IP Office system or the mailbox user's locale.
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.
Note: A copy of this module can be found in Voicemail Pro Samples within the help pages.
1. First we created a module for language selection.
•
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 we recorded an Entry Prompt asking the user to indicate their
language choice; "Press 1 for English, 2 por Español, 3 pour Français".
•
The Select System Prompt actions were all connected Module Return actions.
2. Next we altered the default start point for message collection. We inserted the Language Select
module and a Get Mail action.
3. Yes, we could have inserted the actions for language selection directly into the call flow.
However, by doing it as a module we can reuse the language selection process in other start
points.
Installation & Maintenance
Voicemail Pro 3.0
Page 283
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Switching Custom Prompts - Using $LOC
"The previous example shows me how to let the user indicate the language they want. That applies to
the default prompts of following call flow actions. ? But how do I switch my custom Entry Prompts
for different languages as well"
Rather than have multiple return points from the Language Select module, one for each language,
linking to separate Get Mail actions, each with an Entry Prompt in the right language we can still do it all
with the one Get Mail action. This keeps our call flow creation and maintenance a lot simpler.
Through the Get Mail action's properties we recorded an Entry Prompt for US English users which we
saved as enu\custom\getmail.wav. We then recorded similar prompt for French Canadian users and
Latin Spanish users. Note how the file name was kept the same each time and only the language folder
in which we save the file was changed.
We then deleted all except one of the entry prompt entries. Doing this doesn't actually delete the
recorded prompts. For the remaining entry we changed the file path by inserting $LOC in place of the
language folder name, ie. $LOC\custom\getmail.wav.
Installation & Maintenance
Voicemail Pro 3.0
Page 284
40DHB0002USAW Issue 13i (15th January 2005)
VBScript
VB Script Action
This action allows an administrator to construct call flow logic via VB-Scripting. A number of
predefined methods and system variables are available. Any scripting added can be verified by pressing
the Syntax Check button.
This action has two results (Success or Failure) for which connections to following actions can be
made. The results are based on the Scripting entered in the Specific tab.
Specific Tab:
•
Enter VBScript
In the Script area enter the VB-Script as required. Details of the System variables and COM
methods that are supported are accessible by right clicking in the VB Script area.
Properties
Voicemail contains various state variables that are associated with a specific interaction with voicemail.
These include the caller id, name of the mailbox, etc. The following system variables map to properties
associated with the object:
•
$CLI – CallingParty Property (read-only).
•
$LOC – Locale Property (read-write).
•
$NAM – Name Property (read-only).
•
$RES – Result Property (read-write).
•
$SAV – SavedResult Property (read-write).
•
$VAR – Variable Property (read-write).
Properties specific to queuing call flows (for example main.Queued and main.StillQueued).
•
$QPOS – PositionInQueue Property (read-only).
•
$QTIM – EstimatedAnswer Property (read-only).
The following properties are related to the messages within the mailbox.
•
NewMsgs Property – Returns the count of new messages within the session’s mailbox.
•
OldMsgs Property – Returns the count of old messages within the session’s mailbox.
•
SavedMsgs Property – Returns the count of saved messages within the session’s mailbox.
•
LastAccessedMsg Property – 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.
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 i.e. the first five numbers.
Installation & Maintenance
Voicemail Pro 3.0
Page 285
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
VBScript Properties
CallingParty Property
The CallingParty property returns the caller id associated with the voicemail session used for VBS
interaction with Voicemail (equivalent to $CLI system variable).
•
Owning object: vmprov5.voicescript
•
String:
•
Set: This property is read-only.
•
Get: A String object containing the name of the calling party (or $CLI). For example:
•
String = Voice.CallingParty
•
Remarks: The CallingParty property is only valid for the current session to Voicemail.
•
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
EstimatedAnswer Property
The EstimatedAnswer property returns the $QTIM voicemail system variable. This is the user’s
estimated time to answer within the queue in seconds and is only appropriate for queuing callflows.
•
Owning object: vmprov5.voicescript
•
String:
•
Set: This property is read-only.
•
Get: A long containing the current value for $QTIM. For example:
•
Long = Voice.EstimatedAnswer
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.
•
Owning object: vmprov5.voicescript
•
String:
•
Set: This property is read-only.
•
Get: A string object containing the fully qualified name of the last played or recorded
message. For example:
•
String = Voice.LastAccessedMsg
Installation & Maintenance
Voicemail Pro 3.0
Page 286
40DHB0002USAW Issue 13i (15th January 2005)
VBScript
Locale Property
The Locale property gets and sets the $LOC voicemail system variable.
•
Owning object: vmprov5.voicescript
•
String:
•
Set: A string object that contains the new value for the $LOC variable. For example:
•
•
Get: A string object containing the current value for $ LOC. For example:
•
•
Voice.Locale = String
String = Voice.Locale
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
Name Property
The Name property returns the name of the mailbox associated with the voicemail session used for
VBScript interaction with Voicemail (equivalent to $NAM system variable).
•
Owning object: vmprov5.voicescript
•
String:
•
Set: This property is read-only.
•
Get: A String object containing the name of the associated voice mailbox. for example:
•
String = Voice.Name
NewMsgs Property
The NewMsgs property returns the number of new messages contained within the session mailbox.
•
Owning object: vmprov5.voicescript
•
String:
•
Set: This property is read-only.
•
Get: The number of new messages within the mailbox. For example:
•
Number = Voice.NewMsgs
Installation & Maintenance
Voicemail Pro 3.0
Page 287
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
OldMsgs Property
The OldMsgs property returns the number of old messages contained within the session mailbox.
•
Owning object: vmprov5.voicescript
•
String:
•
Set: This property is read-only.
•
Get: The number of old messages within the mailbox. For example:
•
Number = Voice.OldMsgs
PositionInQueue Property
The PositionInQueue property returns the $QPOS voicemail system variable. This is the user’s current
position in the queue and is only appropriate for queuing callflows.
•
Owning object: vmprov5.voicescript
•
String:
•
Set: This property is read-only.
•
Get: A string object containing the current value for $QPOS. For example:
•
String = Voice.PositionInQueue
Result Property
The Result property gets and sets the $RES voicemail system variable.
•
Owning object: vmprov5.voicescript
•
String:
•
Set: A string object that contains the new value for the $RES variable. For example:
•
•
Get: A string object containing the current value for $RES. For example:
•
•
Voice.Result = String
String = Voice.Result
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
Installation & Maintenance
Voicemail Pro 3.0
Page 288
40DHB0002USAW Issue 13i (15th January 2005)
VBScript
SavedMsgs Property
The SavedMsgs property returns the number of saved messages contained within the session mailbox.
•
Owning object: vmprov5.voicescript
•
String:
•
Set: This property is read-only.
•
Get: The number of saved messages within the mailbox. For example:
•
Number = Voice.SavedMsgs
SavedResult Property
The SavedResult property gets and sets the $SAV voicemail system variable.
•
Owning object: vmprov5.voicescript
•
String:
•
Set: A string object that contains the new value for the $SAV variable. For example:
•
•
Voice.SavedResult = String
Get: A string object containing the current value for $SAV. For example:
•
String = Voice.SavedResult
Variable Property
The Variable property gets and sets the $VAR voicemail system variable.
•
Owning object: vmprov5.voicescript
•
String:
•
Set: A string object that contains the new value for the $VAR variable. For example:
•
•
Voice.Variable = String
Get: A string object containing the current value for $VAR. For example:
•
String = Voice.Variable
Installation & Maintenance
Voicemail Pro 3.0
Page 289
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
VBScript Methods
ForwardMsg Method
The ForwardMsg method is used to forward a file or message to other mailboxes.
Voice.ForwardMsg(
file As String,
mailboxes As String,
ident As String
)
•
Parameters
•
•
file - This contains the name of the message file to be forwarded. The following formats
are allowable:
•
[GREETINGS]\greeting
Forwards the greeting stored within the greetings directory (the .WAV extension is
automatically appended).
•
[ACCOUNTS]\mailbox\message
Forwards the message stored within the specified mailbox (the .WAV extension is
automatically appended).
•
[CAMPAIGNS]\campaign\message
Forwards a campaign message stored within the specified campaign (the .WAV
extension is automatically appended).
•
If the fully qualified path is specified (drive:\path\file) then the full specified
pathname is used otherwise the file is relative to the WAVS directory.
•
mailboxes - The list of mailboxes to forward the message to (separated by non digits,
e.g. 202 203 204).
•
ident - The CLI to be associated with the message.
Return Value
This method does not return a value.
Installation & Maintenance
Voicemail Pro 3.0
Page 290
40DHB0002USAW Issue 13i (15th January 2005)
VBScript
ForwardMsgToMailbox Method
The ForwardMsgToMailbox method is used to forward a file or message to another mailbox.
Voice.ForwardMsgToMailbox(
file As String,
mailbox As String,
ident As String
) As String
•
Parameters
•
•
file - This contains the name of the message file to be forwarded. The following formats
are allowable:
•
[GREETINGS]\greeting
Forwards the greeting stored within the greetings directory (the .WAV extension is
automatically appended).
•
[ACCOUNTS]\mailbox\message
Forwards the message stored within the specified mailbox (the .WAV extension is
automatically appended).
•
[CAMPAIGNS]\campaign\message
Forwards a campaign message stored within the specified campaign (the .WAV
extension is automatically appended).
•
If the fully qualified path is specified (drive:\path\file) then the full specified
pathname is used otherwise the file is relative to the WAVS directory.
•
mailbox - The mailbox to forward the message to.
•
ident - The CLI to be associated with the message.
Return Value
The name of the new message.
FullFilename Method
The FullFilename method is used to translate the shortcut filename to the equivalent fully qualified
pathname for the file.
Voice.FullFilename(
file As String
) As String
•
Parameters
•
•
file - This contains the name of the file to be translated:
•
[GREETINGS]\greeting
The file is relative to the greetings directory.
•
[ACCOUNTS]\mailbox\message
The file is relative to the accounts directory.
•
[CAMPAIGNS]\campaign\message
The file is relative to the campaigns directory.
•
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.
Return Value
The equivalent fully qualified path name for the specified file.
Installation & Maintenance
Voicemail Pro 3.0
Page 291
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
GetCallingParty Method
The GetCallingParty method is used to obtain the $CLI session variable.
Voice.GetCallingParty(
[dlgid As Long = 0]
) As String
•
Parameters
•
•
dlgid - The connection ID as passed in to the script.
Return Value
The value of the $CLI session variable associated with the specified voicemail session.
GetDTMF Method
The GetDTMF method is used to return user’s DTMF input.
Voice.GetDTMF(
[digits As Long = 1],
[timeout As Long = 30],
[dlgid As Long = 0]
) As String
•
•
Parameters
•
digits - The maximum number of DTMF digits to capture.
•
timeout - The maximum time to wait for DTMF input.
•
dlgid - The connection ID as passed in to the script.
Return Value
The DTMF keys that were pressed.
GetEstimatedAnswer Method
The GetEstimatedAnswer method is used to obtain the $QTIM session variable.
Voice. GetEstimatedAnswer (
[dlgid As Long = 0]
) As String
•
Parameters
•
•
dlgid - The connection ID as passed in to the script.
Return Value
The value of the $QTIM session variable associated with the specified voicemail session.
Installation & Maintenance
Voicemail Pro 3.0
Page 292
40DHB0002USAW Issue 13i (15th January 2005)
VBScript
GetExtension Method
The GetExtension method is used to obtain an extension.
Voice.GetExtension(
index As Long,
) As String
•
Parameters
•
index - The extension to return. Note: The actual extension number should not be
entered as index refers to the offset number of the extension in the listing.
•
Return Value
The extension at that position within the list (an empty string if end of list).
•
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
GetLocale Method
The GetLocale method is used to obtain the $LOC session variable.
Voice.GetLocale(
[dlgid As Long = 0]
) As String
•
Parameters
•
•
dlgid - The connection ID as passed in to the script.
Return Value
The value of the $LOC session variable associated with the specified voicemail session.
GetMailbox Method
The GetMailbox method is used to obtain a mailbox.
Voice.GetMailbox(
index As Long,
) As String
•
Parameters
•
•
index - The mailbox to return. Note: The actual mailbox number should not be entered as
index refers to the offset number of the mailbox in the listing.
Return Value
The mailbox at that position within the list (an empty string if end of list).
Installation & Maintenance
Voicemail Pro 3.0
Page 293
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
GetMailboxMessage Method
The GetMailboxMessage method is used to obtain a message within a mailbox.
Voice.GetMailboxMessage(
mailbox As String,
msgtype As String,
index As Long,
) As String
•
•
Parameters
•
mailbox - The mailbox to return messages for.
•
msgtype - The type of messages to return. This can start with an N for new messages, O
for old messages and S for saved messages.
•
index - The message to return.
Return Value
The message at that position within the list (an empty string if end of list).
GetMailboxMessages Method
The GetMailboxMessages method is used to obtain the count of specific messages within a mailbox.
Voice.GetMailboxMessages(
mailbox As String,
msgtype As String
) As Long
•
•
Parameters
•
mailbox - The mailbox to return message counts for.
•
msgtype - The type of messages to return counts for. This can start with an N to obtain
the number of new messages, O for old messages and S for saved messages.
Return Value
The number of messages of a particular type within the mailbox.
GetMessagePriority Method
The GetMessagePriority method is used to determine whether the message was left with priority.
Voice.GetMessagePriority(
mailbox As String,
message As String
) As Boolean
•
•
Parameters
•
mailbox - The mailbox that the message belongs to.
•
message - The message to query.
Return Value
True if the message was left with priority, otherwise False.
Installation & Maintenance
Voicemail Pro 3.0
Page 294
40DHB0002USAW Issue 13i (15th January 2005)
VBScript
GetMessagePrivate Method
The GetMessagePrivate method is used to determine whether the message was left with privacy.
Voice.GetMessagePrivate(
mailbox As String,
message As String
) As Boolean
•
•
Parameters
•
mailbox - The mailbox that the message belongs to.
•
message - The message to query.
Return Value
True if the message was left with privacy, otherwise False.
GetMessageStatus Method
The GetMessageStatus method is used to obtain the state of the message within a mailbox.
Voice.GetMessageStatus(
mailbox As String,
message As String
) As String
•
•
Parameters
•
mailbox - The mailbox that the message belongs to.
•
message - The message to query. Note: The message name format should be
[Accounts]\mailbox\message. e.g. [Accounts]\Extn247\MSG00004.
Return Value
The state of the message within the mailbox. N for new, O for old, S for saved.
GetName Method
The GetName method is used to obtain the $NAM session variable.
Voice.GetName(
[dlgid As Long = 0]
) As String
•
Parameters
•
•
dlgid - The connection ID as passed in to the script.
Return Value
The value of the $NAM session variable associated with the specified voicemail session.
Installation & Maintenance
Voicemail Pro 3.0
Page 295
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
GetNewMsgs Method
The GetNewMsgs method is used to obtain the number of new messages contained within the session’s
mailbox.
Voice.GetNewMsgs (
[dlgid As Long = 0]
) As Long
•
Parameters
•
•
dlgid - The connection ID as passed in to the script.
Return Value
The number of new messages contained within the session’s mailbox.
GetOldMsgs Method
The GetOldMsgs method is used to obtain the number of old messages contained within the session’s
mailbox.
Voice.GetOldMsgs (
[dlgid As Long = 0]
) As Long
•
Parameters
•
•
dlgid - The connection ID as passed in to the script.
Return Value
The number of old messages contained within the session’s mailbox.
GetPositionInQueue Method
The GetPositionInQueue method is used to obtain the $QPOS session variable.
Voice. GetPositionInQueue (
[dlgid As Long = 0]
) As String
•
Parameters
•
•
dlgid - The connection ID as passed in to the script.
Return Value
The value of the $QPOS session variable associated with the specified voicemail session.
GetRegister Method
The GetRegister method is used to retrieve a string stored in one of the session sixteen data variables.
($CP0 to $CP15).
Voice.GetRegister(
regnum As Long,
[dlgid As Long = 0]
) As String
•
•
Parameters
•
regnum - Data register to use for storage (0-15).
•
dlgid - The connection ID as passed in to the script.
Return Value
The data stored within the specified register.
Installation & Maintenance
Voicemail Pro 3.0
Page 296
40DHB0002USAW Issue 13i (15th January 2005)
VBScript
GetResult Method
The GetResult method is used to obtain the $RES session variable.
Voice.GetResult(
[dlgid As Long = 0]
) As String
•
Parameters
•
•
dlgid - The connection ID as passed in to the script.
Return Value
The value of the $RES session variable associated with the specified voicemail session.
GetSavedMsgs Method
The GetSavedMsgs method is used to obtain the number of saved messages contained within the
session’s mailbox.
Voice.GetSavedMsgs (
[dlgid As Long = 0]
) As Long
•
Parameters
•
•
dlgid - The connection ID as passed in to the script.
Return Value
The number of saved messages contained within the session’s mailbox.
GetSavedResult Method
The GetSavedResult method is used to obtain the $SAV session variable.
Voice.GetSavedResult(
[dlgid As Long = 0]
) As String
•
Parameters
•
•
dlgid - The connection ID as passed in to the script.
Return Value
The value of the $SAV session variable associated with the specified voicemail session.
GetVariable Method
The GetVariable method is used to obtain the $VAR session variable.
Voice.GetVariable(
[dlgid As Long = 0]
) As String
•
Parameters
•
•
dlgid - The connection ID as passed in to the script.
Return Value
The value of the $VAR session variable associated with the specified voicemail session.
Installation & Maintenance
Voicemail Pro 3.0
Page 297
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
MessageCLI Method
The MessageCLI method is used to obtain the CLI of the caller that left the message within a mailbox.
Voice.MessageCLI(
mailbox As String,
message As String
) As String
•
•
Parameters
•
mailbox - The mailbox that the message belongs to.
•
message - The message to query.
Return Value
The CLI of the caller that left the message.
MessageDisplay Method
The MessageDisplay method is used to obtain the display field associated with the message within a
mailbox.
Voice.MessageDisplay(
mailbox As String,
message As String
) As String
•
•
Parameters
•
mailbox - The mailbox that the message belongs to.
•
message - The message to query.
Return Value
The display string associated with the message.
MessageLength Method
The MessageLength method is used to obtain the length of a message within a mailbox.
Voice.MessageLength(
mailbox As String,
message As String
) As Long
•
•
Parameters
•
mailbox - The mailbox that the message belongs to.
•
message - The message to query.
Return Value
The length of the message in milliseconds.
Installation & Maintenance
Voicemail Pro 3.0
Page 298
40DHB0002USAW Issue 13i (15th January 2005)
VBScript
MessageTime Method
The MessageTime method is used to obtain the date and time the message was left within a mailbox.
Voice.MessageTime(
mailbox As String,
message As String
) As String
•
•
Parameters
•
mailbox - The mailbox that the message belongs to.
•
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.
PlayDigits Method
The PlayDigits method is used to play the digits specified through voicemail to the active connection.
Voice.PlayDigits(
digits As String,
[wait As Boolean = True],
[interruptables As String = “Any”],
[dlgid As Long = 0]
) As String
•
Parameters
•
digits - This contains the digits to be played (e.g. “12345” plays “one two three four five”).
•
wait - This is an optional parameter specifying whether voicemail should return
immediately or wait until the digits have been played first.
•
interruptables - This is for future development and should be left as default.
•
dlgid - The connection ID as passed in to the script.
•
Return Value
The key press that was used to terminate the playback.
•
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
Installation & Maintenance
Voicemail Pro 3.0
Page 299
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
PlayLocaleWav Method
The PlayLocaleWav method is used to play a wave file through voicemail to the active connection
taking into account the system locale.
Voice.PlayLocaleWav(
wav As String,
[wait As Boolean = True],
[interruptables As String = “Any”],
[dlgid As Long = 0]
) As String
•
Parameters
•
•
wav - This contains the name of the wave file to be played and is of the following format:
•
[GREETINGS]\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).
•
[CAMPAIGNS]\campaign\message
Plays out a campaign message stored within the specified campaign (the .WAV
extension is automatically appended).
•
If the fully qualified path is specified (drive:\path\file) then the full specified path
name is used otherwise the file is relative to the specified locale within the WAVS
directory.
•
wait - This is an optional parameter specifying whether voicemail should return
immediately or wait until the wave file has been played first.
•
interruptables - This is for future development and should be left as default.
•
dlgid - The connection ID as passed in to the script.
Return Value
The key press that was used to terminate the playback.
Installation & Maintenance
Voicemail Pro 3.0
Page 300
40DHB0002USAW Issue 13i (15th January 2005)
VBScript
PlayWav Method
The PlayWav method is used to play a wave file through voicemail to the active connection.
Voice.PlayWav(
wav As String,
[wait As Boolean = True],
[interruptables As String = “Any”],
[dlgid As Long = 0]
) As String
•
Parameters
•
wav - This contains the name of the wave file to be played or the name of a system
parameter to be spoken. The following formats are allowable:
•
$NAM
Plays the recorded name for the mailbox if one has been recorded. If a name has
not been recorded then optional TTS can be used (providing it has been licensed).
•
$TIME:hh[:mm[:ss] [ Y][ dd[/mm[/yy]]]]
Plays out the specified time and date. The hours to speak must always be
specified and optional the number of minutes, seconds, day, month and year. For
example:
•
$TIME:11
Speaks AT ELEVEN HOUR HUNDRED
•
$TIME:11:55
Speaks AT ELEVEN HOUR FIFTY FIVE
•
$TIME:11:55:13
Speaks AT ELEVEN HOUR FIFTY FIVE
•
$TIME:11:55 Y
Speaks YESTERDAY AT ELEVEN HOUR FIFTY FIVE
•
$TIME:11:55:13 Y
Speaks YESTERDAY AT ELEVEN HOUR FIFTY FIVE
•
$TIME:11:55 21/09/03
Speaks AT ELEVEN HOUR FIFTY FIVE [1SEC PAUSE] DATE TWENTY
FIRST SEPTEMBER
•
$QPOS [:position]
This plays out “You are at queue position” position “in the queue”.
•
$QTIM [:eta]
This plays out “Estimated time to answer is” eta “minutes”.
•
$MSGN:msgs
Plays out the specified number of old messages (e.g. $MSGN:10 = “You have ten
new messages”.
•
$MSGO:msgs
Plays out the specified number of old messages (e.g. $MSGN:0 = “You have no
old messages”.
•
$MSGS:msgs
Plays out the specified number of old messages (e.g. $MSGS:5 = “You have five
saved messages”.
•
$CID, $CLI, $CP, $DATE, $DBD, $DLG, $ETA, $KEY, $LOC, $POS, $SAV,
$TIME, $UUI, $VAR
Plays out the contents on one of the system variables.
•
If the string just contains numbers, then the digits are played, for example 12345
plays "one two three four five".
Installation & Maintenance
Voicemail Pro 3.0
Page 301
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
•
[GREETINGS]\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).
•
[CAMPAIGNS]\campaign\message
Plays out a campaign message stored within the specified campaign (the .WAV
extension is automatically appended).
•
If the fully qualified path is specified (drive:\path\file) then the full specified
pathname is used otherwise the file is relative to the WAVS directory.
•
wait - This is an optional parameter specifying whether voicemail should return
immediately or wait until the wave file has been played first.
•
interruptables - This is for future development and should be left as default.
•
dlgid - The connection ID as passed in to the script.
•
Return Value
The key press that was used to terminate the playback.
•
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
Installation & Maintenance
Voicemail Pro 3.0
Page 302
40DHB0002USAW Issue 13i (15th January 2005)
VBScript
RecordMsg Method
The RecordMsg method is used to record a user’s speech input to the specified file.
Voice.RecordMsg(
recording As String,
maxtime As long,
[interruptables As String = “Any”],
[appendtofile As Boolean = False],
[dlgid As Long = 0]
) As String
•
Parameters
•
•
recording - This contains the name of the file for the recording to be stored to and can be
in the following formats:
•
[GREETINGS]\greeting
Stores the recording in the specified file within the greetings directory.
•
[ACCOUNTS]\mailbox\message
Stores to the specified message within the specified mailbox.
•
[CAMPAIGNS]\campaign\message
Stores to the specified message within the specified campaign.
•
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.
•
maxtime - The maximum recording length specified in seconds.
•
interruptables - This is for future development and should be left as default.
•
appendtofile - Set to true if the recording should be appended to the file, false to clear
the file first.
•
dlgid - The connection ID as passed in to the script.
Return Value
The key press that was used to terminate the recording.
RecordRegister Method
The RecordRegister method is used to record a user’s speech input to the specified file stored in the
specified register.
Voice.RecordRegister(
regnum As Long,
[maxtime As Long = 60],
[interruptables As String = “-1”],
[dlgid As Long = 0]
) As String
•
•
Parameters
•
regnum - Data register containing file to store recording to.
•
maxtime - The maximum recording length specified in seconds.
•
interruptables - This is for future development and should be left as default.
•
dlgid - The connection ID as passed in to the script.
Return Value
The key press that was used to terminate the recording.
Installation & Maintenance
Voicemail Pro 3.0
Page 303
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Register Method
The Register method is used to determine whether the voicemail session that was used to launch the
VB script is still active.
Voice.Register(
dlgid As Long
) As Boolean
•
Parameters
•
dlgid - An ID that is associated with the Voicemail connection. This is passed as a
parameter to the VB script.
•
Return Value
A Boolean variable indicating whether the specified voicemail session is still active.
•
Example
Sub Main (dlgid)
dim registration
Set Voice = CreateObject("vmprov5.voicescript")
registration = Voice.Register(dlgid)
if registration Then
do something.
end if
End Sub
SetLocale Method
The SetLocale method is used to set the $LOC session variable.
Voice.SetLocale(
locale As String,
[dlgid As Long = 0]
)
•
•
Parameters
•
locale - The new value for the $LOC variable.
•
dlgid - The connection ID as passed in to the script.
Return Value
This method does not return a value.
SetMailboxMessage Method
The SetMailboxMessage method is used to modify a message within a mailbox.
Voice.SetMailboxMessage(
mailbox As String,
message As String,
msgtype As String,
)
•
•
Parameters
•
mailbox - The mailbox that the return message belongs to.
•
message - The message to modify. The message name format should be
[Accounts]\mailbox\message. For example [Accounts]\Extn247\MSG00004.
•
msgtype - The new statue type for the message. This can start with an N for new, O for
old and S for saved.
Return Value
This method does not return a value.
Installation & Maintenance
Voicemail Pro 3.0
Page 304
40DHB0002USAW Issue 13i (15th January 2005)
VBScript
SetRegister Method
The SetRegister method is used to store a string in one of the sixteen session data variables ($CP0 to
$CP15).
Voice.SetRegister(
regnum As Long,
data As String,
[dlgid As Long = 0]
)
•
•
Parameters
•
regnum - Data register to use for storage (0-15).
•
data - The data to store within this register.
•
dlgid - The connection ID as passed in to the script.
Return Value
This method does not return a value.
SetResult Method
The SetResult method is used to set the $RES session variable.
Voice.SetResult(
result As String,
[dlgid As Long = 0]
)
•
•
Parameters
•
result - The new value for the $RES variable.
•
dlgid - The connection ID as passed in to the script.
Return Value
This method does not return a value.
SetSavedResult Method
The SetSavedResult method is used to set the $SAV session variable.
Voice.SetSavedResult(
result As String,
[dlgid As Long = 0]
)
•
•
Parameters
•
result - The new value for the $SAV variable.
•
dlgid - The connection ID as passed in to the script.
Return Value
This method does not return a value.
Installation & Maintenance
Voicemail Pro 3.0
Page 305
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
SetVariable Method
The SetVariable method is used to set the $VAR session variable.
Voice.SetVariable(
variable As String,
[dlgid As Long = 0]
)
•
•
Parameters
•
variable - The new value for the $VAR variable.
•
dlgid - The connection ID as passed in to the script.
Return Value
This method does not return a value.
Speak Method
The Speak method is used to speak out the specified speech provided TTS has been licensed.
Voice.Speak(
text As String,
[wait As Boolean = True],
[interruptables As String = “Any”],
[dlgid As Long = 0]
) As String
•
•
Parameters
•
text - This contains the text to be spoken.
•
wait - This is an optional parameter specifying whether voicemail should return
immediately or wait until the wave file has been played first.
•
interruptables - This is for future development and should be left as default.
•
dlgid - The connection ID as passed in to the script.
Return Value
The key press that was used to terminate the playback.
Installation & Maintenance
Voicemail Pro 3.0
Page 306
40DHB0002USAW Issue 13i (15th January 2005)
Appendix A: Prompts
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: It is important to note that the corresponding .wav file in other languages is not the same
prompt.
•
4.wav: "Not private".
•
8.wav: "To record a new message press 4".
•
13.wav: "To record press 1 after recording press 1 again".
•
14.wav: "To make private press 1, to make public press 2".
•
15.wav: "And is".
•
18.wav: "To forward with comments press 2".
•
19.wav: "To review from beginning press *1, if finished press *#".
•
21.wav: "To listen press 0".
•
24.wav: "To delete press *D".
•
27.wav: "To attach original, press y for yes or n for no".
•
35.wav: "Login incorrect".
•
41.wav: "To forward message with comment at beginning, press 2".
•
43.wav: "Your call is being answered by IP Office".
•
44.wav: "Is not available to leave a message wait for the tone".
•
45.wav: "Is busy to leave a message wait for the tone".
•
46.wav: "To access your mailbox press *R".
•
49.wav: "No operator defined".
•
56.wav: "Thank you for leaving your message".
•
58.wav: "For name addressing press *A".
•
60.wav: "Changed".
•
61.wav: "To modify status, press 9 for yes, or 6 for no".
•
63.wav: "New".
•
65.wav: "Contains".
•
67.wav: "To create another list".
•
70.wav: "Unopened".
•
71.wav: "To leave a message wait for the tone".
•
73.wav: "You have".
•
74.wav: "Deleted".
•
75.wav: "To skip press # to delete press *D".
•
77.wav: "Deleted".
•
80.wav: "To have system wait press *W if finished please hang up or to disconnected IP Office
press **X".
•
84.wav: "entry".
Installation & Maintenance
Voicemail Pro 3.0
Page 307
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
•
85.wav: "Erased".
•
86.wav: "Extension".
•
87.wav: "This call is experiencing difficulties".
•
88.wav: "Cannot use the guest password".
•
89.wav: "First message".
•
91.wav: "At end".
•
94.wav: "Goodbye".
•
95.wav: "Please disconnect".
•
96.wav: "For help press *H".
•
97.wav: "For help at anytime press *H".
•
100.wav: "Invalid Entry".
•
105.wav: "To restart at the activity menu press *R".
•
108.wav: "You are recording a message".
•
109.wav: "Later".
•
110.wav: "List".
•
111.wav: "Please enter list ID".
•
112.wav: "Otherwise for assistance press Zero now".
•
113.wav: "You already have a list".
•
114.wav: "To replace list renter ID and # sign, to create a new list enter new list ID".
•
115.wav: "To transfer using names instead press *2".
•
117.wav: "To reach the covering extension press *Zero".
•
118.wav: "Enter last name".
•
119.wav: "You wish to call".
•
120.wav: "Too large to include".
•
124.wav: "No more list space".
•
125.wav: "Must be six or fewer numerals".
•
126.wav: "To forward message with comment at end press 3".
•
127.wav: "Returned to previous activity".
•
130.wav: "Because there were no entries".
•
134.wav: "You can store your list or delete members but you cannot add members".
•
141.wav: "No more lists".
•
142.wav: "To listen to the header press 3".
•
143.wav: "To set back again press 2".
•
145.wav: "List has no entries".
•
146.wav: "To continue press #".
•
147.wav: "Review completed".
•
148.wav: "For extension addressing press *2".
•
150.wav: "Members".
•
156.wav: "Maximum length recorded".
•
159.wav: "Member".
Installation & Maintenance
Voicemail Pro 3.0
Page 308
40DHB0002USAW Issue 13i (15th January 2005)
Appendix A: Prompts
•
160.wav: "Message".
•
161.wav: "Midnight".
•
163.wav: "To call sender press zero".
•
164.wav: "Category".
•
165.wav: "Returned to getting messages".
•
166.wav: "At end to play back press 23".
•
167.wav: "To approve press #, to record from here press 1, to play back press 23".
•
168.wav: "Messages".
•
170.wav: "Delivery scheduled".
•
173.wav: "Please enter new password".
•
175.wav: "Please note only IP Office subscribers can be specified by name".
•
178.wav: "No addresses identified".
•
180.wav: "Nothing to approve".
•
182.wav: "Nothing to delete".
•
185.wav: "Not found".
•
188.wav: "Passwords do not match please enter new password".
•
191.wav: "No more messages".
•
192.wav: "No messages".
•
193.wav: "No name recorded".
•
194.wav: "No new messages".
•
197.wav: "Cannot step back".
•
198.wav: "Partial name deleted".
•
201.wav: "Noon".
•
202.wav: "Not valid".
•
208.wav: "Is not a public list".
•
209.wav: "Cannot modify another subscriber's list".
•
210.wav: "Please enter a new password".
•
211.wav: "To 15 digits".
•
212.wav: "Please password enter again for confirmation, to delete the password you just entered
press *D".
•
213.wav: "Re-enter password".
•
214.wav: "Approved".
•
219.wav: "Owned by".
•
220.wav: "Enter password".
•
223.wav: "Please enter extension".
•
224.wav: "And # sign".
•
226.wav: "Private".
•
227.wav: "Public".
•
228.wav: "Record at the tone".
•
232.wav: "Recording stopped".
Installation & Maintenance
Voicemail Pro 3.0
Page 309
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
•
233.wav: "Previous login incorrect please re-enter extension".
•
234.wav: "To respond or forward press 1".
•
235.wav: "To restart at the activity menu press *R, to transfer to another extension press *T".
•
236.wav: "Try again".
•
238.wav: "To review another list".
•
240.wav: "To skip press #, to listen press zero".
•
242.wav: "Returned to the".
•
243.wav: "Rewound".
•
244.wav: "Rewound to previous message".
•
252.wav: "To respond to this message press 1".
•
253.wav: "Please enter month, day".
•
255.wav: "To delete this message press *D".
•
256.wav: "At beginning to re-record press 1 to playback press 23".
•
262.wav: "Received".
•
272.wav: "Contact administrator for help".
•
274.wav: "Please make entry soon or be disconnected".
•
275.wav: "Cannot get your messages now due to multiple logins to your mailbox".
•
277.wav: "To exit directory press #".
•
282.wav: "To have system wait press *W, to access the names or numbers directory press **N. If
finished please hang up or to disconnected IP Office press **X".
•
285.wav: "To add a member enter extension".
•
286.wav: "To add a member enter last name".
•
287.wav: "Welcome to IP Office".
•
288.wav: "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".
•
290.wav: "If you wish to specify a non IP office subscriber, first change to extension addressing
by pressing *A".
•
291.wav: "To transfer to another extension press *T".
•
292.wav: "Louder press 4, softer press 7, faster press 9, slower press 8".
•
294.wav: "To add entries press 1".
•
295.wav: "To renter list press *5".
•
298.wav: "To specify owner by name press *2".
•
300.wav: "AM".
•
301.wav: "PM".
•
305.wav: "you are at the activity menu".
•
306.wav: "you are changing your password".
•
310.wav ... 321.wav: Months "January" to "December".
•
322.wav: "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".
•
323.wav: "You are responding to a piece of incoming mail".
Installation & Maintenance
Voicemail Pro 3.0
Page 310
40DHB0002USAW Issue 13i (15th January 2005)
Appendix A: Prompts
•
325.wav: "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".
•
327.wav: "You are creating a mailing list".
•
328.wav: "To delete the previous entry, press *D. To approve the list you are creating and move
on to the next step press #".
•
329.wav: "You have not yet entered enough characters to identify a specific subscriber. To enter
the letter Q press 7, for Z press 9".
•
330.wav: "Or enter just the # sign if it is your phone".
•
332.wav: "System greeting used".
•
333.wav: "To add entries to the list or to change status of the list press 1".
•
334.wav: "When finished addressing press #".
•
335.wav: "When finished press #".
•
339.wav: "To replay the last few seconds press 5 to advance a few seconds press 6".
•
347.wav: "You are adding a list".
•
348.wav: "You are specifying a mailing list to review".
•
350.wav ... 356.wav: Days "Sunday" to "Saturday".
•
357.wav: "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".
•
358.wav: "You are identifying a list as private or public".
•
360.wav: "You are scanning mailing lists, to review list members press 0, to rewind to previous
list press 2, to continue scanning lists press 3".
•
361.wav: "To skip to next list press #, to delete list press *3".
•
362.wav: "If you own the list press #, if some else owns the list".
•
363.wav: "To approve the list you are creating press #".
•
364.wav: "Enter owner's extension".
•
367.wav: "To specify a different owner by name press *3".
•
370.wav: "These are entries in your list".
•
371.wav: "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.wav: "To skip to next entry press #, to delete current entry press *D".
•
373.wav: "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.wav: "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 *#".
•
377.wav: "To delete message press *D".
•
380.wav: "Please wait".
•
381.wav: "To listen to the message press 0, to re record message before delivery press 1".
•
388.wav: "To skip press the # key".
•
390.wav: "O" (Oh).
•
391.wav ... 450.wav: Numbers "One" to "Sixty". For zero see 585.wav.
•
451.wav: "Seventy".
•
452.wav: "Eighty".
Installation & Maintenance
Voicemail Pro 3.0
Page 311
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
•
453.wav: "Ninety".
•
454.wav: "Hundred".
•
455.wav: "Thousand".
•
456.wav: "Million".
•
464.wav: "Enter extension".
•
468.wav: "To continue playing press 3".
•
471.wav: "If it's your list press #".
•
472.wav: "To approve press #, to record from here press 1".
•
477.wav: "Press 1 to select".
•
478.wav: "2 to select".
•
479.wav: "3 to select".
•
484.wav: "Enter more characters followed by the # sign. If you just completed entering the last
name enter the first name".
•
485.wav: "Has".
•
486.wav: "To reply to sender by voicemail press 1".
•
493.wav: "You are requesting a transfer".
•
499.wav: "When finished recording press # to approve or 1 to edit your message".
•
556.wav: "To exit press *# now".
•
561.wav: "You addressing your message".
•
562.wav: "Enter the".
•
563.wav: "Digit extension".
•
569.wav: "To modify press 1, if finished press *#".
•
577.wav: "To hold the message in its current category press **H".
•
578.wav: "To skip to the next category press *#".
•
579.wav: "Password must be".
•
585.wav: "Zero".
•
587.wav: "You are reviewing a list".
•
601.wav: "Priority".
•
604.wav: "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".
•
606.wav: "To re-record your name press 1, to approve press #".
•
608.wav: "At the tone please speak your name. After speaking your name press 1".
•
610.wav: "You are recording your name. After you record your name, you can access other IP
Office features. As you use IP office your name will be included in system announcements that
you and other people will hear. Press 1 and at the tone please speak your first and last name as
you would like others to hear it. After speaking your name press 1 again".
•
611.wav: "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.wav: "To make private press 1".
•
613.wav: "To make priority press 2".
•
617.wav: "To remove private status press 1".
Installation & Maintenance
Voicemail Pro 3.0
Page 312
40DHB0002USAW Issue 13i (15th January 2005)
Appendix A: Prompts
•
618.wav: "To remove priority status press 2".
•
622.wav: "Not priority".
•
643.wav: "You are choosing options for this message there are currently no options set".
•
644.wav: "You are choosing options for this message with the current settings".
•
645.wav: "Private messages cannot be forwarded by the recipients".
•
646.wav: "A priority message will be delivered before other messages and will be flagged for
special attention in the recipients mailbox".
•
647.wav: "The message will be private".
•
648.wav: "The message will be priority".
•
651.wav: "The message will be private and priority".
•
681.wav: "Sorry cannot leave a message now because this users mailbox is full".
•
700.wav: "To administer mailing lists press 1, to administer personal directory press 2".
•
701.wav: "To change your password press 4".
•
702.wav: "To record your name press 5".
•
703.wav: "You are at subscriber administration".
•
704.wav: "To create lists press 1, to scan lists press 2, to review and modify lists press 3".
•
707.wav: "If finished press *#".
•
708.wav: "If finished adding entries press #".
•
736.wav: "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".
•
744.wav: "For all calls".
•
745.wav: "Active".
•
747.wav: "For internal calls".
•
748.wav: "To external calls".
•
749.wav: "For busy calls".
•
750.wav: "For no answer calls".
•
751.wav: "For out of hours calls".
•
752.wav: "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 #".
•
753.wav: "Enter greeting number".
•
754.wav: "Greeting".
•
755.wav: "Not recorded".
•
756.wav: "To listen to greeting".
•
757.wav: "To re-record, press 1".
•
759.wav: "To review status, press 2".
•
760.wav: "Press 0".
•
764.wav: "To use this greeting for all calls press 0, for internal calls press 1, for external calls
press 2".
•
765.wav: "Recorded but not active".
•
766.wav: "To use this greeting for all calls press 1".
Installation & Maintenance
Voicemail Pro 3.0
Page 313
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
•
767.wav: "To use this greeting for all calls press 0, for busy calls press 1, for no answer calls
press 2".
•
770.wav: "Recorded and active".
•
771.wav: "Approved and active".
•
772.wav: "Again".
•
773.wav: "To activate for out of hours call press 3".
•
775.wav: "To record messages press 1 to get messages press 2 to administer personal
greetings press 3".
•
776.wav: "The system greeting".
•
777.wav: "Cannot listen to system greeting".
•
778.wav: "Cannot modify system greeting".
•
779.wav: "No greetings recorded".
•
780.wav: "Personal greetings review completed".
•
781.wav: "To skip to the next greeting press the # sign".
•
782.wav: "To activate a greeting enter greeting number to de-activate a greeting activate a
different greeting in its place".
•
783.wav: "To activate another greeting enter greeting number to de-activate a greeting activate a
different greeting in its place".
•
784.wav: "To activate system greeting enter 0".
•
785.wav: "Same greeting used for all calls".
•
786.wav: "To identify calls as internal and external press 1".
•
787.wav: "To identify calls as busy and no answer press 2".
•
788.wav: "To identify calls as out of hours press 3".
•
790.wav: "Calls identified as internal and external".
•
791.wav: "Calls identified as busy and no answer".
•
792.wav: "Calls identified as out of hours".
•
793.wav: "Calls not identified as out of hours".
•
797.wav: "To use same greeting for all calls press 5".
•
814.wav: "Calls".
•
815.wav: "You are administering your personal greetings".
•
816.wav: "You are listening to a personal greeting".
•
817.wav: "You are recording a personal greeting".
•
818.wav: "You have just recorded".
•
819.wav: "You are scanning your personal greetings".
•
820.wav: "You are selecting which greeting to activate".
•
821.wav: "You administering call types".
•
822.wav: "As you use IP office, your name will be included in system announcements that you
and other people will hear. At the tone please speak your name, after speaking your name press
1".
•
823.wav: "For all calls".
•
825.wav: "For internal".
•
826.wav: "For external".
Installation & Maintenance
Voicemail Pro 3.0
Page 314
40DHB0002USAW Issue 13i (15th January 2005)
Appendix A: Prompts
•
827.wav: "For busy".
•
828.wav: "For no answer".
•
829.wav: "For out of hours".
•
830.wav: "You must approve your recording".
•
832.wav: "Please enter extension and # sign".
•
839.wav: "To rewind to the previous greeting press 2".
•
843.wav: "To scan headers and messages press 1, to scan headers only press 2, to scan
messages only press 3".
•
844.wav: "End of message".
•
845.wav: "Next message".
•
846.wav: "You are selecting an option for automatic message scan".
•
847.wav: "You are automatically scanning your incoming messages. To listen to the message
press 0, to respond to or forward the message press 1".
•
848.wav: "You are automatically scanning your incoming messages. To listen to the message
press 0 to respond to the message press 1".
•
849.wav: "To skip the next message press the # sign, to the listen to the header rewind by
pressing 2, then play by pressing 3, to skip to the next category press *#".
•
850.wav: "Broadcast and login message services are not available".
•
852.wav: "To rewind to the current entry press 2, to rewind to previous entry press 2 as many
times as necessary".
•
868.wav: "Mailbox id must be less than or equal to less than 16 digits".
•
869.wav: "If the extension entered belongs to a casual subscriber you will be prompted for a
mailbox id".
•
905.wav: Short silence.
•
907.wav: 2 seconds of silence.
•
913.wav: "If finished press #".
•
915.wav: "No options menu available".
•
916.wav: "To send message press # or enter an option to hear a list of options press 0".
•
924.wav: "Seconds".
•
925.wav: "Minutes".
•
926.wav: Beep.
•
928.wav: "New messages".
•
929.wav: "Old messages".
•
935.wav: "Unopened messages".
•
936.wav: "Partial entry deleted".
•
937.wav: "Sorry you are having difficulty please get help and try again later".
•
938.wav ... 968.wav: Ordinal numbers "1st" to "31st".
•
971.wav: "To send press #".
•
972.wav: "To reach the covering extension press Zero".
•
973.wav: "If you are finished please hang up or press **X".
•
977.wav: "Name not found".
•
987.wav: "Enter last name of the person".
Installation & Maintenance
Voicemail Pro 3.0
Page 315
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
•
990.wav: "To record and send voicemail messages press 1".
•
992.wav: "To get messages press 2".
•
1001.wav: "To scan incoming messages automatically press 7, to relogon press **R".
•
1006.wav: "To record or change the greeting heard by callers press 3".
•
1010.wav: "With priority".
•
1020.wav: "No message to send".
•
1048.wav: "Nothing to print".
•
1052.wav: "To specify your fax preferences press 3".
•
1061.wav: "Your default print destination is...".
•
1075.wav: "To change the default print destination press 1".
•
1092.wav: "A default print destination has not been assigned".
•
1118.wav: "You are specifying the default print destination for fax items".
•
1141.wav: "When finished recording press # for more options".
•
1144.wav: "To specify whether a message can be addressed before it is recorded press 6".
•
1145.wav: "To administer call answer options press 7".
•
1152.wav: "Address before record turned on".
•
1153.wav: "To turn off press 1".
•
1154.wav: "Address before record turned off".
•
1155.wav: "To turn on press 1".
•
1157.wav: "You are administering addressing options".
•
1158.wav: "To prevent callers from leaving messages press 1".
•
1159.wav: "Call answer messages will not be accepted".
•
1160.wav: "To allow callers to leave messages press 1".
•
1161.wav: "You are administering call answer options".
•
1162.wav: "Sorry the mailbox you have reached is not accepting messages at this time".
•
1163.wav: "Is not available".
•
1164.wav: "Call answer messages will be accepted".
•
1219.wav: "To review or change your reach options press 7".
•
1305.wav: "Please enter an outcalling option to hear a list of options press 0".
•
1430.wav: "To following message was restored".
•
1431.wav: "No message to restore".
•
1432.wav: "To undelete last deleted message press **U".
•
1434.wav: "To return to getting messages press #".
•
1440.wav: Beep.
•
1443.wav: "Voice file system is out of space".
•
1444.wav: "Please contact the administrator".
•
1457.wav: "Old and new passwords cannot be the same".
•
1461.wav: "You are getting your incoming messages".
•
1462.wav: "To listen to the message press Zero".
•
1463.wav: "To reply to sender by voicemail press 17".
Installation & Maintenance
Voicemail Pro 3.0
Page 316
40DHB0002USAW Issue 13i (15th January 2005)
Appendix A: Prompts
•
1464.wav: "To forward with comments press 12".
•
1465.wav: "To record a new message press 14".
•
1466.wav: "To respond to or forward the message press 1".
•
1467.wav: "The return address for this message is not a mailbox on this system".
•
1469.wav: "To reply to sender by voicemail press 7".
•
1964.wav: "The ability for callers to leave messages in your mailbox is turned off".
•
1965.wav: "To allow callers to leave messages press 571".
•
1970.wav: "Invalid password please enter new password and # sign".
•
2007.wav: "with text".
•
2008.wav: "with other media".
•
2010.wav: "zero".
•
2011.wav: "bytes".
•
2012.wav: "byte".
•
2013.wav: "kilobyte".
•
2014.wav: "kilobytes".
•
2015.wav: "megabyte".
•
2016.wav: "megabytes".
•
2018.wav: "and".
•
2019.wav: "message from".
•
2021.wav: "private".
•
2022.wav: "private priority".
•
2023.wav: "priority".
•
2025.wav: "call from".
•
2026.wav: "call received".
•
2030.wav: "voice".
•
2031.wav: "fax".
•
2032.wav: "text".
•
2033.wav: "attached file".
•
2035.wav: "to advance to the end of the message press *6".
•
2038.wav: "rewound".
•
2039.wav: "component".
•
2040.wav: "to listen press 3".
•
2041.wav: "to customize your mailbox, for example to change your password, press 5".
•
2051.wav: "your password cannot be the same as your extension number consecutive digits or a
single repeated digit please enter new password and the # key".
•
2052.wav: "at beginning of message to step back to previous message press *2 to listen press
Zero".
•
2053.wav: "approximately".
•
2057.wav: "at beginning of message".
•
2061.wav: "To enter the telephone number of a fax machine press **5".
Installation & Maintenance
Voicemail Pro 3.0
Page 317
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
•
2063.wav: "Enter the telephone number of a fax machine followed by the # sign".
•
4409.WAV ... 4434.wav: Alphabetic characters "A" to "Z".
Installation & Maintenance
Voicemail Pro 3.0
Page 318
40DHB0002USAW Issue 13i (15th January 2005)
Appendix A: Prompts
English Non-Intuity Prompts
The following a list of the named .wav files used by Voicemail Lite and Voicemail Pro for US and UK
English. These are predominately, though not exclusively, used for IP Office mode mailbox features and
Voicemail Pro custom call flow actions.
All files are Microsoft WAVE file format (.wav) 8kHz, 16 bit mono.
•
aa_01.wav: "Good morning and thank you for calling. Please key in the required extension
number or hold the line for other options".
•
aa_02.wav: "Good afternoon and thank you for calling. Please key in the required extension
number or hold the line for other options".
•
aa_03.wav: "Good evening and thank you for calling. Please key in the required extension
number or hold the line for other options".
•
aa_04.wav: "Please hold while we try to connect you".
•
aa_05.wav: "An operator is currently unavailable".
•
aa_06.wav: "Please key in the extension number you would like to leave a message for".
•
aa_07.wav: "Good bye and thank you for calling".
•
alpha_01.wav: "Press # to accepted data, *1 to hear the data, *2 to delete the data, *3 to delete
the last character, *# to accept the data and continue".
•
alpha_02.wav: "Data has been deleted".
•
alrm_1.wav: "you have an alarm call set for".
•
alrm_2.wav: "alarm has been deleted press 1 to continue or * to quit".
•
alrm_3.wav: "please enter the time for the alarm call in 24 hour clock notation".
•
alrm_4.wav: "you have set an alarm call for".
•
alrm_5.wav: "press 1 to validate press 2 to add a message to the end press # to cancel".
•
alrm_6.wav: "your alarm has now been set".
•
alrm_7.wav: "press 1 to verify this alarm or press 2 to delete it".
•
alrm_8.wav: "this time is invalid please try again".
•
alrm_9.wav: "this is an alarm call please hang up".
•
AM.wav: "AM".
•
aor_00.wav: "Warning: your call is being recorded".
•
cmp_01.wav: "the current campaign message has been marked as deleted".
•
cmp_02.wav: "the current campaign message has been marked as completed".
•
cmp_03.wav: "the current campaign message has been abandoned".
•
cmp_04.wav: "press 1 to start again press 2 to rewind press 3 to abandon press 4 to delete
press 5 to complete press 7 for previous field press 8 for start of current field press 9 for next field
press # to forward press 0 to pause press * to rewind".
•
conf_01.wav: "A conference is not currently scheduled".
•
conf_02.wav: "There was a problem transferring you into the conference".
•
conf_03.wav: "Please enter your conference id and press # to finish".
•
conf_04.wav: "Please enter your PIN and press # to finish".
•
conf_05.wav: "Your conference ID or PIN is not valid".
•
conf_06.wav: "Your conference ID is not valid".
•
conf_07.wav: "Your PIN is not valid".
Installation & Maintenance
Voicemail Pro 3.0
Page 319
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
•
conf_08.wav: "Please try again".
•
conf_09.wav: "To be announced into the conference please speak your name and press # when
you have finished".
•
conf_10.wav: "Your name is too short please try again".
•
conf_11.wav: "Has invited".
•
conf_12.wav: "To join them in an immediate conference press 1 to accept 2 to decline and 3 if
the delegate is not available".
•
conf_13.wav: "Has requested".
•
conf_14.wav: "To join in an ad-hoc conference press 1 to accept 2 to decline and 3 if the
delegate is not available".
•
conf_15.wav: "Has declined the offer to attend the conference".
•
conf_16.wav: "Is not available".
•
conf_17.wav: "Has just entered the conference".
•
conf_18.wav: "Has just left the conference".
•
conf_19.wav: "An unknown caller".
•
conf_20.wav: "Has been invited".
•
conf_21.wav: "No conference select thank you and good bye".
•
conf_22.wav: "Transferring you to the conference now".
•
conf_23.wav: "Conference not accessible".
•
conf_24.wav: "You have been invited to a conference".
•
dbn_01.wav: "There are".
•
dbn_02.wav: "Press # to play list".
•
dbn_03.wav: "To select".
•
dbn_04.wav: "# for next".
•
dbn_05.wav: "*# for previous".
•
dbn_06.wav: "And #".
•
dbn_07.wav: "Press **2".
•
dbn_10.wav: "For selection by group".
•
dbn_11.wav: "For selection by first name".
•
dbn_12.wav: "For selection by last name".
•
dbn_13.wav: "For selection by extension".
•
dbn_14.wav: "Entries that match your selection".
•
dbn_15.wav: "*3 to clear the list and restart".
•
dbn_16.wav: "Or enter more character followed by a # to reduce the size of the list".
•
dbn_17.wav: "To change name format entry to".
•
dbn_18.wav: "First name last name".
•
dbn_19.wav: "Last name first name".
•
dbn_20.wav: "Enter group name".
•
dbn_21.wav: "Enter first name".
•
dbn_22.wav: "Enter last name".
•
dbn_23.wav: "Enter extension".
Installation & Maintenance
Voicemail Pro 3.0
Page 320
40DHB0002USAW Issue 13i (15th January 2005)
Appendix A: Prompts
•
dom_01.wav ... dom_31.wav: Day of month ordinal numbers "1st" to "31st".
•
dow_01.wav ... dow_07.wav: Day of week names "Sunday" to "Saturday".
•
EOC_1.wav: "Warning, your conference is about to end in".
•
int_na.wav: "service not supported".
•
ivr_01.wav: "the time according to the IVR server is".
•
ivr_02.wav: "directory wave table enter the number of the caller you want to edit".
•
ivr_03.wav: "name wave table enter the number of the extension you want to edit".
•
ivr_04.wav: "enter form entries with the # sign to terminate each line press # at the end to
complete the form".
•
ivr_05.wav: "form verified".
•
ivr_06.wav: "form entry is complete".
•
ivr_07.wav: "press * to abort # to accept or 0 to listen again".
•
ivr_08.wav: "do not disturb".
•
ivr_09.wav: "voicemail mode".
•
ivr_10.wav: "call forwarding".
•
ivr_11.wav: "forward number is set to".
•
ivr_12.wav: "follow me number is set to".
•
ivr_13.wav: "voicemail reception number is set to".
•
ivr_15.wav: "parameter is set to".
•
ivr_16.wav: "parameter is enabled".
•
ivr_17.wav: "parameter is disabled press 1 to enable".
•
ivr_18.wav: "parameter is disabled".
•
ivr_19.wav: "parameter is enabled press 2 to disable".
•
ivr_20.wav: "press 1 to change press # to cancel".
•
ivr_21.wav: "enter new number after the tone".
•
ivr_22.wav: "repeat new number after the tone".
•
ivr_23.wav: "sorry the numbers you have entered are different".
•
ivr_24.wav: "email options".
•
ivr_25.wav: "alert email on incoming message".
•
ivr_26.wav: "copy messages to email".
•
ivr_27.wav: "forward messages to email".
•
ivr_28.wav: "email turned off".
•
ivr_29.wav: "service mode".
•
ivr_30.wav: "in service".
•
ivr_31.wav: "out of service".
•
ivr_32.wav: "night service".
•
mc_00.wav: Beep.
•
mc_01.wav: Short silence.
•
mc_02.wav: One seconds silence.
Installation & Maintenance
Voicemail Pro 3.0
Page 321
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
•
mnu_1.wav: "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.wav: "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.wav: "To hear your greeting message press 1, to change your greeting message press
2, to save your greeting message press 3, to save your message for playing as a continuous loop
press 4, to return to the previous menu press 8".
•
mnu_3.wav: "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 *01, to turn off
email redirection press *02".
•
mnu_4.wav: "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.wav: "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.wav: "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, to edit voicemail call back number press 9".
•
mnu_7.wav: "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.wav: "Invalid entry please try again".
•
mnu_9.wav: "That destination is unavailable".
•
mo_01.wav ... mo_12: Months "January" to "December".
•
no_.wav: "Number".
•
no_00.wav ... no_59.wav: Numbers "Zero" to "Fifty-nine".
•
no_24p.wav: "More than 24".
•
noon.wav: "Noon".
•
outb_01.wav: "This is an IP Office outbound alert".
•
outb_04.wav: "Press any key to accept".
•
pg_0001.wav: "To use this greeting for all calls press 1".
•
pg_0002.wav: "To use this greeting for all calls press 0".
•
pg_0003.wav: "For internal calls press 1".
•
pg_0004.wav: "For external calls press 2".
•
pg_0005.wav: "To activate for out of hours call press 3".
•
pg_0006.wav: "If the number is busy press 4".
•
pg_0007.wav: "For no reply calls press 5".
•
pin_01.wav: "Enter your current access code after the tone".
Installation & Maintenance
Voicemail Pro 3.0
Page 322
40DHB0002USAW Issue 13i (15th January 2005)
Appendix A: Prompts
•
pin_02.wav: "Now enter your new access code after the tone".
•
pin_03.wav: "Now repeat your new access code after the tone".
•
pin_04.wav: "Your access code has now been changed".
•
pin_05.wav: "It has been possible to change your access code at this time".
•
pin_06.wav: "Press # when you have finished".
•
PM.wav: "PM".
•
que_01.wav: "You are at queue position".
•
que_02.wav: "In the queue".
•
que_03.wav: "Call per".
•
que_04.wav: "Estimated time to answer is".
•
que_05.wav: "you call will be answered in".
•
rec_01.wav: "warning: this call is being recorded".
•
RECNAM_01.wav: "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".
•
RECNAM_02.wav: "to re-record your name press 1, to confirm press #".
•
RECNAM_03.wav: "record at the tone".
•
sac_01.wav: "cannot retrieve your messages now due to multiple logins to your mailbox".
•
sac_02.wav: "please disconnect".
•
seconds.wav: "seconds".
•
ssb_00.wav: "O" (Oh).
•
ssb_01.wav: "O'Clock".
•
ssb_02.wav: "No".
•
ssb_03.wav: "None".
•
ssb_04.wav: "Midnight".
•
ssb_05.wav: "And".
•
ssb_06.wav: "Date".
•
ssb_07.wav: "Deleted".
•
ssb_08.wav: "T number".
•
ssb_09.wav: "For".
•
ssb_10.wav: "Forwarded".
•
ssb_11.wav: "Item".
•
ssb_12.wav: "Press".
•
ssb_13.wav: "Quantity".
•
ssb_14.wav: "Saved".
•
ssb_15.wav: "Yesterday".
•
ssb_16.wav: "Hundred".
•
ssb_17.wav: "Hour".
•
ssb_18.wav: "O" (oh).
•
ssb_19.wav: "At".
Installation & Maintenance
Voicemail Pro 3.0
Page 323
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
•
ssb_20.wav: "1" (Down tone).
•
ssb_21.wav: "1" (Up Tone).
•
ssb_22.wav: "1" (Level Tone).
•
ssb_23.wav: "Function failed to complete".
•
ssb_29.wav: "Minutes".
•
svm_02.wav: "Calls have been forwarded to email. New calls will also be forwarded to email until
turned off".
•
svm_03.wav: "Caller was".
•
svm_04.wav: "Thank you for leaving a message. Mailbox has now stopped recording".
•
svm_05.wav: "Please enter your mailbox number".
•
svm_06.wav: "Please enter your access code".
•
svm_07.wav: "There is no one available to take your call at the moment so please leave a
message after the tone".
•
svm_08.wav: "For help at anytime press 8".
•
svm_09.wav: "That was the last message".
•
svm_10.wav: "New message".
•
svm_11.wav: "New messages".
•
svm_12.wav: "Old message".
•
svm_13.wav: "Old messages".
•
svm_14.wav: "Saved message".
•
svm_15.wav: "Saved messages".
•
svm_16.wav: "Remote access is not configured on this mailbox".
•
svm_17.wav: "Email is not enabled on this mailbox".
•
svm_18.wav: "I am afraid all the operators are busy at the moment but please hold and you will
be transferred when somebody becomes available".
•
svm_19.wav: "Message was recorded".
•
svm_20.wav: "You're being transferred".
•
svm_21.wav: "You have".
•
svm_22.wav: "Unknown caller".
•
svm_23.wav: "Forwarding to email is now turned off".
•
svm_24.wav: "Start speaking after the tone and your message will be inserted before the
message prior to forwarding".
•
svm_25.wav: "To hear the recording press 1, to change the recording press 2, to save the
recording press 3".
•
svm_26.wav: "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.wav: "Message has not yet been recorded".
•
svm_28.wav: "Start speaking after the tone and press 2 when you have finished recording".
•
svm_29.wav: "There are no messages".
•
tim_m00.wav: "Minute".
•
tim_m01.wav: "One minute".
•
tim_m02.wav: "Minutes".
Installation & Maintenance
Voicemail Pro 3.0
Page 324
40DHB0002USAW Issue 13i (15th January 2005)
Appendix A: Prompts
Installation & Maintenance
Voicemail Pro 3.0
Page 325
40DHB0002USAW Issue 13i (15th January 2005)
Index
$
$CLI 13, 103, 126,
133, 134, 135, 157,
158, 160, 164, 165,
171, 172, 178, 195,
285, 286, 290, 291,
292, 298, 301
$KEY 103, 131, 157,
174, 175, 176, 278,
301
$NAM 157
$RES 157
$SAV 157, 285, 289,
297, 301, 305
$VAR 157, 306
2
20CC 60, 139, 280
A
Absmiddle 104
Absspeed 104
Access a campaign
Access a
campaign 160
Access a campaign
160, 194
Access Code 126,
171, 319
Access from a
Trusted Extension
134
Access from Any
Extension for a
Specific User 134
Access from Any
Extension for All
Users 133
Access Prefix
Enter 87
Access Prefix 87
Access Voicemail
from Another
Extension 133
Accessing
Campaign 194
Mailbox Main 128
Microsoft
Exchange Server
14
S8100 89
SMTP Server 14
Accessing 14, 89,
119, 128, 133, 134,
139, 194
Accessing a
Campaign 194
Accessing Hunt
Group Voicemail
Using
Short Code 142
Accessing Hunt
Group Voicemail
Using 142
Accessing Hunt
Group Voicemail
Using a Short Code
142
Accessing Voicemail
Group 142
Remote Access
133
Accessing Voicemail
128, 129, 133, 134,
142
Accessing Voicemail
from
External Location
134
Accessing Voicemail
from 133, 134
Accessing Voicemail
from an External
Location 134
Account Code 157,
175, 195, 201, 202
Account code
matching 175
Account Details 111
Account Name 54,
78, 112
Account/User Name
19
ACCOUNTS 290,
291, 300, 301, 303
ACM 32
ACM Gateway 32
Action
Adding 153
Call List 173
Editing 153
Action 12, 62, 144,
145, 166, 172, 173,
175, 177, 180, 183,
184, 192, 261, 269,
275
Action accesses 170
Action allows 160,
170, 173, 176, 178,
182
Action disconnects
caller 166
Action disconnects
166
Action following 176
Action opens 182
Action plays 173,
177, 184
Action sets
variable 180
Action sets 180, 283
Action transfers
caller 172, 175
Installation & Maintenance
Voicemail Pro 3.0
Action transfers 172,
175
Actioning campaign
messages 194
Actions
Assisted Transfer
175
Campaign 169
Check Digits 181
CLI Routing 172
Clock 177
Configuration
Menu 171
Deleting 153, 154
Description 163
Dial by Name 174
Disconnect 166
Edit Play List 170
eMail 177
General tab 163
Generic 165
Get Mail 167
Goto 166
Home 166
Leave Mail 167
Listen 168
Menu 165
Module Return
166
Name 170
Open Door 177
Pin 163
Play Configuration
Menu 171
Play List 170
Post Dial 178
Prompts tab 163
Question 168
Queue ETA 184
Queue Position
184
Record Name 170
Reporting tab 164
Results tab 164
Select System
Prompt Language
171
Set User Variable
180
Test Condition
180
Test User Variable
180
Transfer 172
Voice Question
168
Voicemail Pro
allows 137
Whisper 173
Actions according
173
Actions having 153
Actions relate
leaving 160
Actions relate 160
Actions share 159
Action's Success 131
Active CAPI 2.0 ISDN
235
Active Directory 245
Active Directory
Administration Tools
223
Active Directory
Services Interface
223
Active Directory
Support 223
Active Directory
Users 245
Add
Action 153
Condition 188
Conditions 188
Connection 131,
154
Prompt 158
Start Points 149,
150
VMP files 155
Add comments 63
Add Gateway 248
Add New Machine 89
Add pauses 135
Add ports/channels
243
Add Range option 87
Add Subscribers 90
Add/Remove 29, 30,
211, 236
Adding
Condition 188
Modifying &
Deleting
Campaigns 192
Adding a Condition
188
Adding a Connection
131, 154
Adding a Module to a
Start Point 185
Adding a Start Point
149, 150
Adding an Action 153
Additional 15, 19, 25,
28, 33, 39, 63, 67,
79, 81, 97, 113, 125,
126, 144, 150, 178,
209, 265
Additional 1MB 25
Additional Notes 97
Address
Browsing 191
Page 327
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Address 19, 25, 50,
54, 61, 75, 80, 90,
93, 97, 100, 107,
121, 122, 125, 138,
191, 223, 225, 232,
236, 237, 307
Addressing press 307
Admin
Specify 213
Admin 213
Admin Utilties
Installation 253
Administration 11, 14,
78, 89, 90, 94, 100,
109, 126, 130, 188,
223, 271
Administration
Manual 100, 126
Administration menu
109, 271
Administration Tool
14
Administrative 46, 47,
51, 66, 76, 89, 93,
94, 225
Administrative Menu
89
Administrative Tools
46, 51, 66, 93, 94
Administrator
Application 232
Administrator rights
19, 33, 39, 76
Administrators 19,
28, 33, 39, 51, 54,
61, 76, 203, 213,
220, 232, 236, 285,
307
Advanced 254
Advanced Tab 182
Advice 195, 196, 201
Advice on Call
Recording 114
After uninstalling 30
Agent 12, 13, 14, 25,
164, 169, 191, 192,
193, 194, 198
Agent accesses 194
Agent processing 194
Alarm Set 177
Alarm Set Action 177
Alarm Threshold
Level 118
Alarm Threshold Unit
118
Alert 11, 49, 60, 107,
116, 125, 138, 319
All
Yes 29
All 12, 13, 15, 16, 25,
29, 33, 39, 60, 67,
76, 80, 81, 89, 90,
94, 97, 104, 107,
114, 116, 117, 119,
127, 131, 133, 135,
137, 144, 145, 147,
150, 152, 154, 155,
159, 171, 176, 182,
183, 185, 187, 188,
201, 220, 236, 267,
270, 274, 280, 283,
284, 307, 319
All following text 104
All Tab 182
All Users
Any Extension
133
All Users 107, 133
Allow access
play 191
user's 126
Allow access 126,
183, 191, 280
Allows
callflow 183
Allows Visual 160
Alphanumeric Action
176
Alternatively Routing
configuration 245
Analogue
take 274
Analogue 274
Annotation 164
Answer 19, 125, 127,
131, 137, 145, 157,
160, 164, 173, 175,
184, 191, 193, 207,
278, 286, 301, 307,
319
Answer No 19
Any Extension
All Users 133
Any Extension 129,
131, 133, 134
AOCR 196
Aor_00.wav 196, 319
API's 49
Apply Logical OR 189
April 29 130
As Boolean 294, 295,
299, 300, 301, 304,
306
As Long 293, 294,
296, 297, 298
As String 290, 291,
294, 295, 298, 299,
304, 305
Ask
online 127
Ask 51, 66, 76, 127,
146, 175, 245, 269,
277, 283
Assisted Transfer
131, 152, 154, 175,
278
Installation & Maintenance
Voicemail Pro 3.0
Assisted Transfer
Action 131, 152, 154,
175, 278
Associating
Voice 75
Voice Mailboxes
75
Associating 75
Attachment - When
61
AuditTrail.txt 171
Audix 28, 89, 90, 94,
274
Audix Browser Status
Test 94
Audix Digital 90
Audix Digital
networking 90
Audix Intuity 270
Audix needs 90
AUDIX Networking
89, 94
Audix TTY Interface
274
Audix Voicemail 28
Authentication 19,
112
Author 260, 261, 265
Author's name 260,
261, 265
Auto
Customizing 202
Auto 25, 46, 202
Auto sensing 25
AutoAttend 186
Auto-discovered 67
Automated Attendant
97
Automatic 12, 13, 46,
94, 127, 195, 201,
203, 245, 271, 282,
307
Automatic Fallback
Language Selection
282
Automatic Inward
Routing 245
Automatic Message
Deletion 271
AutoRecord module
202
AV 211
Available Actions 160
Avaya 11, 15, 17, 19,
25, 28, 32, 60, 79,
87, 89, 90, 94, 101,
102, 130, 165, 175,
197, 269, 270
Avaya ContactStore
19, 25
Avaya G.150
voicemail support
32
Avaya G.150 32
Avaya Interchange
Configure 90
Avaya Interchange
19, 79, 87, 89, 90
Avaya Interchange
Enterprise List
Administration 90
Avaya Interchange
Release 5.4 79
Avaya Intuity Audix
11, 89, 90
Avaya Terminal
Emulator 89, 94
Avaya TTS 28, 101,
102
Avaya TTS CD 102
Avaya voicemail 90,
94, 270
Avaya Voicemail Pro
90, 94
Avaya Voicemail Pro
icon 94
AvayaEx/ou 225
AVM 211, 223
B
Back button
use 39
Back button 39
Backing
Up 30
Backing 30
Basic 32, 33, 51, 54,
67, 81, 94, 97, 149,
160, 187, 223
Basic Rate Interface
223
Basic Tests 94
Between
Switching 58
Between 14, 15, 16,
18, 25, 49, 51, 54,
58, 60, 79, 89, 97,
104, 114, 144, 153,
160, 307
Between ALERT 60
BLF
incorporates 193,
194
BLF 129, 193, 194
Body - If
user 61
Body - If 61
Book 265
Book matching
ISBN 265
Book matching 265
Books
caller purchases
260
Books 260, 261, 265,
267
Bookshop 261, 265,
267
Page 328
40DHB0002USAW Issue 13i (15th January 2005)
Index
Bookshop_CurrentBo
okSpeakDetails 261,
265
Bookshop_Welcome
261
Boolean 294, 295,
304
Both users 60, 174
Branch
callflow 157
Branch 32, 156, 157,
160, 165
Branch according
160
Brazilian 17, 19, 101,
282
BRI 223
Brooktrout 213, 223,
235, 252
Brooktrout Analog
PCI
tests 208
Brooktrout Analog
PCI 208
Brooktrout fax 225,
243
Brooktrout including
Analog 223
Brooktrout SDK 3.1.0
223
Brooktrout System
Software 223
Brooktrout TR 114
211
Brooktrout
TRxStream 223
Browse 30, 33, 39,
67, 75, 81, 110, 115,
158, 166, 178, 182,
191, 254, 261
Browse button
Use 30
Browse button 30,
33, 39, 67, 81, 178,
182, 261
Browseable 39
Browser 19, 89, 94,
191
Browser
Requirements 191
Browsing
Address 191
Campaign 191
Browsing 191
BSTR 178
BSTR interruptable
178
BSTR interruptables
178
BSTR msg_name
178
BSTR speechstr 178
BSTR Value 178
BSTR wav1 178
BSTR wavname 178
Busy 25, 123, 125,
127, 131, 144, 153,
154, 172, 173, 175,
195, 201, 278, 307,
319
Button Programming
198
By Remote Machine
Name 90
C
C 19, 29, 30, 39, 46,
76, 88, 176, 178,
196, 237
Calendar 187, 188,
189
Calendar element
189
Call Access 60
Call Answer 89, 97,
307
Call archiving system
114
Call back 164, 319
Call display 127
Call flow
callers 275
Call flow 11, 12, 19,
30, 46, 60, 103, 126,
131, 135, 136, 142,
145, 146, 147, 148,
150, 156, 157, 158,
159, 160, 166, 171,
176, 178, 179, 183,
185, 200, 203, 206,
259, 260, 261, 265,
267, 275, 277, 278,
283, 284, 285, 319
Call flow according
157
Call Flow
Customization 145
Call follows
Success 126
Call follows 126
Call Forwarding 171
Call handling 179
Call involving 198
Call List Action 173
Call processing 191
Call processing
agents 191
Call returns 172
Call routing 160
Call Status 172
Call Waiting 127
Callback 126, 130,
135, 136, 150, 152,
164, 171
Callback Number
135, 136, 171
Callback Start Point
126, 135
Called 1234.wav 158
Installation & Maintenance
Voicemail Pro 3.0
Called Attend… 130
Called Catalogue 130
Called Centralized 97
Called DVM 130
Called Extn205 130
Called gfi 220
Called IMSClient.exe
76
Called Main 130, 142
Called Pager 175
Called TimeCheck
128, 129
Caller attempts 152
Caller explaining 176
Caller hears
sequence 168
Caller hears 168
Caller making 171
Caller matches
ISBN entry 261
Caller matches 261
Caller pressing 165,
167
Caller purchases
book 260
Caller purchases 260
Callerid 286
Callers
action disconnects
166
action transfers
172, 175
call flow 275
module tells 265
prompt confirms
180
Callers access 150
Callers advising 114
Callers Details 267
Callers Estimated
145
Caller's Mailbox 167,
168, 170, 171, 279
Callers pressing 165,
167
Callflow
Allows 183
branch 157
copy 30
during 171
Callflow 30, 150, 157,
159, 166, 171, 178,
183, 185, 283
Callflows 30, 286,
288
CallingParty Property
285, 286
CallRecord 198
Calls
Voicemail 127
voicemail
functions 150
Voicemail Server
receives 150
Calls arriving 207
Calls direct 278
Calls into/from 28
Calls to/from
voicemail 15
Calls to/from
voicemail involving
non-IP 15
Campaign
Accessing 194
Action messages
194
Calls to 194
Customer Menu
193
Customer
Prompts 192
Introduction 191
Name 193
Park Slot 193
Web access 191
Campaign Action
146, 169, 192, 194
Campaign Directory
115, 291
Campaign hear 191
Campaign
Identification 193,
194
Campaign System
Preferences 115
Campaign System
Preferences. 115
Campaign Web 14,
33, 50, 51, 54, 67,
81, 191
Campaign Web
Access 50, 51, 54,
191
Campaign Web
Component 14, 67,
81, 191
Campaign Wizard
192
Campaign/message
290, 291, 300, 301,
303
Campaigns
Campaign Action
169
messages relating
18
web browser
access 25
Campaigns 14, 18,
25, 54, 115, 130,
169, 193, 290, 291,
300, 301, 303
Campaigns allow 13
Canadian 17, 19,
281, 282, 284
Cannot Change
Password 51
CAPI 2.0 fax 223
Page 329
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Captaris 248
Captaris RightFax
207
Capture
ISBN 261
Capture 213, 261,
292
Catalogue.Collect
130
CCC
want 164
CCC 12, 25, 164
CCC Operation 25
CD 32, 33, 39, 67,
76, 81, 101, 102, 248
CD's 101, 102
Central 97, 100, 281
Central America 269
Central System 97,
100
Central system
hosting 97
Centralized 11, 63,
93, 97, 100, 281
Centralized QSIG
Audix Voicemail 11
Challenge 19, 112
Challenge Response
Authentication 19, 39,
112
CHANGE 60
Change password 54
Change/Remove 29
Changing
Full 280
Greetings 145
Changing 104, 145,
280
Channel
Configuration Column
89
Check
Status Through 94
Check Digits Action
181
Check name 51, 54,
66
Check That 25, 29,
33, 39, 67, 78, 81,
90, 93, 94, 102, 267
Checks that access
267
China 269
Chinese 17, 19, 101,
102
Choices 17, 19, 90,
205, 282, 283
Choose Complete
253
Choose Setup
Language 102
Choose Tools 225
CID 301
Class 235
Class 2.0 235
Class 2.1 fax 235
Clear 18, 46, 303,
319
CLI match 172
CLI matching 160,
172
CLI Routing Action
172
CLI@0,4 285
Click Add Brooktrout
Board 252
Click Custom 225
Click OK 225
Click Properties 51,
54
Client 11, 25, 49, 63,
66, 76, 107, 236, 271
Client PC's 63
Clock Action 177
Close 29, 30, 39, 46,
51, 54, 66, 75, 76,
94, 104, 156, 160,
182, 183, 259, 261,
267
Closing XML 104
Code 232
Collaboration Data
Objects 223
Collecting Messages
Group 142
Remote Access
133
Collecting Messages
133, 142
COM 178
COM Methods
Supported 178
Combined
CCC/Voicemail 12
Command
Execute 182
Command 18, 46, 89,
94, 104, 115, 155,
157, 160, 165, 178,
182, 192, 212, 213,
267
Compare 157, 189,
202
Complex Mailbox
Customization 275
Computer
Management 66
Computer/Processor
133 MHz 247
Computers 245
Condition 189
Condition Account1
202
Condition Action 180
Condition element
189
Conditions
Installation & Maintenance
Voicemail Pro 3.0
Calendar element
189
Compare element
189
Condition element
189
Test Condition
Action 180
Week Planner
element 189
Conditions 18, 145,
146, 147, 149, 157,
160, 167, 180, 187,
188, 189, 202
Conditions Editor
147, 149, 180, 187,
188, 202
Conference 175, 195,
198, 319
Conference Capacity
195
Conference Finished
175
Conference Full 175
Conference Not 175,
319
Conference Not
Started 175
Conference PIN 175
Conferencing Center
175
Conferencing Center
Action 175
Config 248
Configuration
PBX 122
Source Number
126
User 125
Configuration back
107, 135, 197, 201,
274
Configuration Menu
152
Configuration Menu
Action 171
Configure
Avaya
Interchange 90
DNS Server 93
VPNM Accounts
87
Confirm 19, 29, 100,
116, 125, 135, 138,
180, 212, 267, 319
Confirm Book Details
267
Confirm Folder
Replace message 29
Connect
wizard fails 33, 39,
67
Connect 25, 28, 33,
39, 54, 63, 67, 76,
80, 89, 90, 135, 154,
156, 166, 173, 178,
182, 198, 207, 208,
209, 211, 259, 273,
274, 278, 283, 319
Connection point
153, 154, 166
Connection string
open 182
Connection string
182
Connection Tab 54,
182
Connection taking
300
Connection Test 94
Connections
Adding 131, 154
Delete 154
on constructing
182
Results 154
results represents
154
Connections 11, 15,
25, 54, 58, 60, 76,
94, 112, 131, 135,
149, 153, 154, 165,
166, 172, 173, 174,
175, 176, 178, 180,
181, 182, 183, 185,
193, 259, 261, 292,
293, 295, 296, 297,
299, 300, 301, 303,
304, 305, 306
Connector
During 224
Connector 224, 237,
245
Console 18, 46, 47
Console provides
number 18
Console provides 18
Consult
Domain
Administrator 51
Consult 51
Contact 12, 17, 19,
174, 203, 260, 307
Contact Stories 203
Contains
expandable/contra
ctible list 148
Continue 33, 39, 51,
54, 66, 67, 81, 90,
243, 307, 319
Continue scanning
307
Continuous Loop
123, 178, 319
Control Panel 29, 46,
51, 58, 94, 102, 211,
236
Control Unit 16, 97
Page 330
40DHB0002USAW Issue 13i (15th January 2005)
Index
Copy
callflow 30
Send 60
Copy 12, 29, 30, 49,
51, 54, 60, 61, 62,
76, 90, 111, 125,
131, 138, 141, 149,
155, 196, 202, 260,
278, 283, 307, 319
Cost 223, 260, 261,
265, 267
Cost Routing 223
Countries 17
CP 157, 178, 301
CP0 157, 296, 305
CP15 157, 296, 305
CP3 182
CPU 247
CPUs on 247
CPx 157
CreateObject 286,
287, 288, 293, 299,
301, 304
Creating
Matching 131
Creating 54, 131,
185, 283
Creating a Module
185, 283
Criteria Section 182
Currently
save/processed
messages 194
Custom
Switching 284
Custom 13, 32, 126,
142, 144, 165, 175,
223, 225, 281, 284,
319
Custom Install 33
Customer
Enter 102
Customer 11, 19, 30,
39, 50, 58, 63, 67,
81, 102, 192, 193,
248
Customer Contact 19
Customer Menu 193
Customer Prompts
192
Customer Technical
Contact 19
Customised
Operation 147
Customize AutoRecord 202
Customized
Operation 147
Customizing
Auto 202
Manual 200
Customizing 200, 202
D
Danish 17, 19, 282
Data
Retrieving 261
Returning 265
view 261
Data 11, 15, 90, 97,
113, 137, 160, 175,
176, 182, 183, 192,
223, 259, 261, 265,
296, 303, 305, 319
Data Access
Components 223
Data As String 305
Data Channels
voicemail 97
Data Channels 15, 97
Data Link Properties
open 182
Data Link Properties
182
Data Objects 223
Data Tagging 175
Data/telephony
existing 19
Data/telephony 19
Database
Details into 267
Enter Details into
267
Export 155
Import 155
Database 11, 14, 19,
25, 28, 30, 94, 101,
103, 110, 148, 149,
155, 157, 160, 165,
175, 178, 182, 183,
191, 259, 260, 261,
265, 267
Database Close
Action 183
Database
Connectivity 259
Database Execute
182, 183, 259, 261,
267
Database Execute
Action 182, 183, 259,
261, 267
Database Get Data
183, 259, 261
Database Get Data
Action 183, 261
Database Get Data
allows 259
Database Interface
19, 259
Database IVR 19, 25
Database needs 267
Database Open
Action 182, 261, 267
Database Open Icon
182, 261, 267
Database Operation
11, 259
Database Service 14
Installation & Maintenance
Voicemail Pro 3.0
Database succeeds
182
Date 19, 33, 147,
171, 182, 236, 267,
299, 301, 319
DATE TWENTY
FIRST SEPTEMBER
301
Days 307
DB 155, 265
DB Backup 155
DBD 103, 157, 165,
182, 183, 259, 265,
301
DBData variable 183
Default Gateway 90
Default Language 33,
39, 67, 81, 90, 281
Default NameNet
type 90
Default No Answer
Time 122
Default Operation
147
Default Start Points
150, 152, 283
Default Telephony
Interface 29, 114
Default Telephony
Operation 270
Default.Collect 130
Default.Leave 130
Default.Queued 130
Default.Still Queued
130
Defaultvalue 178
Delete
Action 153, 154
Connection 154
Start Point 149,
150
Deleted after… 117
Deleting a
Connection 154
Deleting a Start Point
149, 150
Deleting an Action
153, 154
Description 28, 90,
113, 163, 173, 175,
178
Deselect 51, 54, 67,
81, 189
Deselecting 150
Details cover
use 127
Details cover 127
Details into
Database 267
Details into 267
Details key 90
Deu 282
Devices 243
DHCP 25
Diagnostics 18, 47,
67, 94, 155
Dial
number 131
Dial by Name 87, 97,
174, 269, 277, 278,
280
Dial by Name Action
174, 277, 278
Dial by Name action
needs 277
Dial by Name
Directory 97
Dial In Source
Numbers 126
Dial Plan 87, 89, 90
Dial Plan Mapping 90
Dialable number 87
Dialogic 223
DID 245
Digit
Sequence 165
Digit 90, 103, 119,
125, 135, 138, 157,
158, 160, 165, 181,
213, 220, 225, 252,
254, 273, 290, 292,
299, 301, 307
Digit Access 119
Digit dialing 90
Digit string starting
165
Digital Machine
Administration 89
Digital Networking 90
Digital Networking
Machine
Administration 90
Digital Nodes 90
Digits As Long 292
Digits As String 299
Direct Access 133,
134, 137
Direct Access from a
Trusted External
Location 134
Directory 39
Directory View 90
Disable Anti Virus
211
Disconnect 16, 76,
145, 154, 160, 166,
180, 193, 259, 307,
319
Disconnect Action
166, 180
Disk Space 12, 25,
114, 118
Disk Space Left 118
Display
REC 197
Display 13, 18, 46,
47, 54, 60, 67, 76,
78, 94, 111, 113,
Page 331
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
127, 135, 139, 154,
155, 159, 163, 169,
171, 173, 175, 187,
188, 189, 192, 195,
197, 201, 208, 211,
220, 247, 269, 273,
274, 280, 298
Display
administrator's-log 94
Display name 54
Display Phone
Indication 139
Display string 298
Display VGA 247
Displaying and
Accessing Hunt
Group Messages 139
DLG 301
Dlgid As Long 292,
293, 295, 296, 297,
299, 300, 301, 303,
304, 305, 306
DNS 54, 93, 94
DNS needs 93
DNS Server
Configure 93
DNS Server 54, 93
DO 287, 288
Do Not Distrub 171
Do Not Disturb 127,
171, 319
DO SOME
PROCESSING 287,
288
Dom_01.wav 319
Dom_31.wav 319
Domain 19, 25, 49,
51, 66, 67, 76, 80,
81, 87, 90, 93, 112,
119, 210, 223, 236,
237, 245, 254
Domain Account 51
Domain Admin 210,
236, 237
Domain Administrator
consult 51
Domain Administrator
51
Domain Controller
80, 223
Domain Member 51
Done 17, 25, 29, 51,
54, 60, 75, 79, 80,
90, 93, 107, 133,
135, 155, 165, 172,
175, 178, 186, 245,
277, 280, 281
Done according
PC 25
Done according 25
DOS 94
DOS prompt 94
Double-click
Administrators 51
Dow_01.wav 319
Dow_07.wav 319
Drive CD-ROM 247
Drop 16, 33, 39, 67,
81, 88, 112, 179
Dropdown list 182
DS 280
DS/DT 15
DSS 127, 193, 194,
198, 278
DSS button 278
DSS key 193, 194,
198
DT port 280
DTMF
indicate 165
sequence 181
DTMF 114, 131, 157,
165, 176, 181, 182,
207, 213, 220, 225,
232, 245, 252, 254,
277, 292
DTMF Data 176
DTMF dialing 131,
277
DTMF key 157
DTMF Routing 252
DTMF routing
destination 220
DTMF signalling 114
DTMFB 208
During
Connector 224
Faxination 223
Zetafax 245
During 223, 224, 245
Dutch 17, 19, 101,
282
DVD 12, 19, 25, 203,
247
Dynamic 90
Dynamic Sub
Expiration Days 90
E
E1 223
EConsole
user 129
EConsole 128, 129
Edit
Action 153
Start Point 149,
150
Voicemail Pro GUI
30
Edit Play List Action
62, 152, 158, 170
Edit Value 182
Editing a Start Point
149, 150
Editing an Action 153
EICON DIVA
PRO/SERVER fax
211
Installation & Maintenance
Voicemail Pro 3.0
EICON Diva server
BRI 223
Element displays
list 189
Element displays 189
Elements 157, 187,
188, 189
Email 11, 13, 14, 19,
25, 33, 39, 47, 49,
50, 51, 54, 58, 60,
61, 62, 63, 67, 74,
75, 76, 81, 101, 107,
111, 112, 116, 125,
138, 160, 177, 210,
232, 235, 236, 237,
239, 241, 271, 319
E-mail 54, 62
Email account 33, 39,
50, 51, 54, 58, 67,
74, 81, 111, 125, 138
Email Account
Settings 58
eMail Action 61, 62,
168, 177
EMail action follows
62
EMail action's Attach
62
Email address 49, 50,
58, 60, 61, 75, 107,
125, 177
E-mail address 54
Email Client 25, 49,
51, 58, 61, 76
Email Gateway 237
Email Gateway 235,
237
Email Gateway
Option 235
Email Gateway
requires 235
Email Gateway Users
239
Email inbox 63, 107
Email Mode 171
Email Options 51, 54
Email Protocol 51,
54, 58, 74, 116
Email reading 101,
107, 125, 210
Email Reading
services 107
Email running 14
Email sending 25, 54
Email Server 25, 49,
50, 58
Email Settings 111
Email Settings dialog
39
Emails 33, 39, 49, 51,
54, 67, 81, 107, 111,
112, 116
Emails file 111
Embedded Voicemail
11, 15
Emph 104
Empty Tags 104
En/MC_00 158
En/MC_01 158
Ena 282
Enable
use 28
Enable 15, 28, 49,
60, 63, 67, 81, 89,
101, 114, 123, 125,
126, 127, 139, 141,
144, 196, 206, 209,
225, 252, 319
Enables database 28
Enc 282
End 16, 30, 94, 154,
165, 183, 189, 198,
243, 286, 287, 288,
293, 294, 299, 301,
304, 307, 319
End press 307, 319
End Sub 286, 287,
288, 293, 299, 301,
304
Eng 282
English 17, 19, 33,
39, 67, 81, 101, 270,
281, 282, 283, 284,
307, 319
English Non-Intuity
Prompts 319
Ensure 237
Ensure Activate
Channel 252
Estimated 145, 184,
286, 301, 319
EstimatedAnswer
Property 285, 286
ETA 137, 145, 157,
184, 189, 301
Eudora 49
Eudora installs 49
Eudora MAPI 49
Example access 135
Example Call Flow
131, 146
Example Database
Scenario 260
Example
P901923555456 135
Example SAPI XML
Tags 104
Example
V01923555456 135
Exchange
equating 25
Exchange 19, 25, 51,
54, 63, 66, 67, 75,
76, 78, 80, 81, 89,
94, 107, 207, 210,
211, 212, 213, 223,
Page 332
40DHB0002USAW Issue 13i (15th January 2005)
Index
225, 237, 239, 245,
248, 254
Exchange
Administrator 51, 54,
66
Exchange Connector
210, 248
Exchange Connector
Component 212
Exchange Connector
Installation 212
Exchange Server 14,
19, 51, 54, 63, 66,
67, 75, 78, 81, 107,
207, 211, 212, 213,
239, 248
Exchange Server
Knowledge 63
Exchange Test 94
Exchange User 25
Exchange User
account 25
Executables 39
Execute
Command 182
Execute 39, 182,
183, 267
Existing
data/telephony 19
TTS 102
Upgrading 30
Existing 19, 30, 102
Existing Campaign
192
Existing System
Upgrading 30
Existing System 30
Expand 75, 78, 150,
220
Expandable/contracti
ble list
contains 148
Expandable/contracti
ble list 148
Expiry date 267
Export 30, 148, 155,
185, 239
Express
Internet Mail 54
Express 54
Ext 293
External 60, 112,
125, 126, 133, 134,
135, 138, 150, 172,
177, 186, 278, 281,
307, 319
External dialing 126,
135
External Location
Accessing
Voicemail from
134
External Location 134
Extn201 128, 134
Extn205.Callback
130
Extn205.Collect 130
Extn205.Leave 130
Extn214 134
Extn247/MSG00004
295, 304
F
Failure
mailbox follow 167
the mailbox follow
167
Failure 94, 126, 131,
167, 175, 178, 183
False 154, 156, 157,
160, 172, 174, 180,
181, 187, 202, 294,
295, 303
Fax
Routing 206
Fax 19, 114, 165,
205, 206, 207, 208,
209, 210, 211, 212,
213, 220, 223, 225,
232, 235, 237, 241,
243, 245, 247, 248,
252, 254, 307
FAX 232, 237
Fax Board Installation
252
Fax Calls 114, 165,
207, 232
Fax Devices 223
Fax Extension
Number 19, 206
Fax printing number
206
Fax Sub-Addressing
114
Fax Sub-Addressing
option 209
Faxination
during 223
MS
Exchange/FCS
223
MS
Exchange/FCS
include 223
running 223
Faxination 223, 225
Faxination
Configuration 232
Faxination email 232
Faxination Exchange
223
Faxination Gateway
Running 223
Faxination Gateway
223
Faxination server 225
Faxination’ 223
FAXmaker 213
FaxSav 223
Installation & Maintenance
Voicemail Pro 3.0
FCS 223
Feature key
locate 97
Feature key 19, 25,
97
Feature Key Serial
Number 19
Feature Key server
19, 25, 97
Feature Options 90
Fenestrae 223, 232
Fenestrae Faxination
207
Fi 282
Fifty-nine 319
Figure
7.2MB 25
Figure 15, 19, 25
File
Import or Export
155
Include 155
pathname 291
Save & Make Live
155
Save as 155
View as Text 155
File As String 290,
291
File contains 30, 148,
168
File routing 191
File VMData.mdb 30
Files
.WAV 63
Files 30, 54, 62, 63,
76, 111, 130, 155,
163, 170, 171, 178,
260, 301, 303
Finish
start 30
Finish 30, 33, 39, 51,
54, 66, 67, 76, 81,
89, 158, 175, 212,
213, 225, 243, 252,
253, 307, 319
Finnish 17, 19, 282
Five 299
Follow Me Number
171, 319
Following
License Keys 28
No Answer 173,
175, 193
RightFax 252
TTY 273
Following 28, 173,
175, 193, 252, 273
For help 125, 138,
182, 307, 319
For help press 307
Forward 12, 19, 60,
61, 63, 79, 94, 114,
125, 136, 138, 141,
171, 194, 272, 290,
291, 307, 319
Forwarding Number
171, 319
ForwardMsg 290
ForwardMsg Method
290
ForwardMsgToMailbo
x 291
ForwardMsgToMailbo
x Method 291
Fr 287
Fr 282
Fra 282
Français 283
Frc 282
Fred 157
Freeze 18, 46
French
look 281, 282
French 17, 19, 101,
281, 282, 284
French Canadian
281, 282, 284
Frequency 195, 201
Full
Changing 280
Full 13, 19, 25, 32,
33, 39, 87, 119, 123,
155, 254, 269, 270,
272, 277, 280, 290,
291, 300, 301, 303,
307
Full Name 19, 87,
119, 123, 277, 280
FullFilename 291
FullFilename Method
291
Func 198
FWD 60
G
GA 274
Gateway Service 14
GB 19, 247
General 12, 19, 25,
29, 51, 54, 58, 66,
74, 90, 94, 109, 114,
147, 148, 157, 159,
163, 166, 171, 196,
205, 209, 225, 271,
279, 280
General Parameters
90
General
Requirements 25
General Screen 66
General Tab 12, 29,
51, 54, 163, 166,
171, 225, 279, 280
General tab provides
163
Generic Action 157,
165, 267
Page 333
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
German 17, 19, 101,
282
Get 94, 135, 136,
152, 160, 167, 173,
174, 207, 275, 283,
284, 286, 287, 288,
289, 307
Get Mail 135, 136,
152, 167, 174, 275,
283, 284
Get Mail Action 135,
152, 167, 275, 283,
284
GetCallingParty 178,
292
GetCallingParty
Method 292
GetDTMF 178, 292
GetDTMF Method
292
GetEstimatedAnswer
178, 292
GetEstimatedAnswer
Method 292
GetExtension 293
GetExtension Method
293
GetLocale 178, 293
GetLocale Method
293
GetMailbox 293
GetMailbox Method
293
GetMailboxMessage
294
GetMailboxMessage
Method 294
GetMailboxMessages
294
GetMailboxMessages
Method 294
GetMessagePriority
294
GetMessagePriority
Method 294
GetMessagePrivate
295
GetMessagePrivate
Method 295
GetMessageStatus
295
GetMessageStatus
Method 295
GetName 295
GetName Method
295
GetNewMsgs 296
GetNewMsgs Method
296
GetOldMsgs 296
GetOldMsgs Method
296
GetPositionInQueue
178, 296
GetPositionInQueue
Method 296
GetRegister 178, 296
GetRegister Method
296
GetResult 178, 297
GetResult Method
297
GetSavedMsgs 297
GetSavedMsgs
Method 297
GetSavedResult 297
GetSavedResult
Method 297
GetVariable 178, 297
GetVariable Method
297
GFI 211, 212, 213,
220
GFI fax 211
GFI FAXmaker
scanning 211
GFI FAXmaker 207,
211
Give Error Messages
123
Goodbye 307
Goto Action 166, 280
Graphnet 223
Greek 17, 19, 282
GREETINGS
Changing 145
GREETINGS 145,
290, 291, 300, 301,
303
Group
Service Mode 171
Voice Recording
13
Group Broadcast 12,
141
Group Broadcast
Messaging 12
Group ID 100, 123,
128, 133, 134, 142,
186, 198
Group III fax 235
Group Member 129
Group Page 12
Group Ringback 126
Groups 16, 54, 131,
134, 137, 139, 141,
144, 150, 172, 173,
220
Groups select 150
Guide 17, 269
H
Hangup Action 166
Hard Disk Size 19
Hardware 225
Hear 17, 107, 127,
144, 146, 168, 174,
175, 176, 184, 192,
273, 275, 307, 319
Installation & Maintenance
Voicemail Pro 3.0
Helo 94
Help 19, 33, 39, 125,
127, 131, 138, 176,
182, 202, 260, 278,
283, 307
Help ensure 19
Help identify 33, 39
Hh 301
Hide 197, 201
Hide Auto 201
Highlight <New 225
Highlight Integrated
Messaging
Associations 75
HMain 126, 139
Home Action 166
Hours
Out 143, 172
Hours 11, 19, 25, 97,
117, 127, 137, 143,
172, 178, 187, 271,
301, 307, 319
Hours Fallback
Group
Out 143
Hours Fallback
Group 143
Hours Greeting
Out 143
Hours Greeting 143
Hours Greetings
Out 137
Hours Greetings 137,
143, 319
Hours Operation 143
Housekeeping
Automatic
Message Deletion
271
Housekeeping 271
Housekeeping
Preferences 117
HRESULT 178
HTML 107
HTML formatting 107
Hu 282
Hun 282
Hungarian 17, 19,
282
Hunt Group
Service Mode 171
Voice Recording
13
Hunt Group 13, 171
Hunt Group
Configuration 138
Hunt Group
Messages 137, 139
Hunt Group Queuing
144
Hunt Group
Voicemail 126, 137,
139
Hunt Group
Voicemail Indication
126
Hunt Groups 12, 13,
16, 60, 97, 121, 126,
129, 131, 137, 138,
139, 141, 142, 143,
144, 145, 150, 152,
154, 157, 160, 171,
186, 195, 197, 201,
202, 205, 319
I
Icon display
User Defined
Variables menu
156
Icon display 156
Icons 29, 33, 39, 46,
47, 51, 54, 63, 66,
67, 75, 76, 81, 94,
100, 109, 148, 149,
153, 154, 156, 165,
182, 188, 206, 261,
267, 271
ID 90, 113, 129, 175,
225, 254, 292, 293,
295, 296, 297, 299,
300, 301, 303, 304,
305, 306, 307, 319
ID Length 90
Ident 290, 291
Ident As String 290,
291
Idle 90, 271, 280
IIS 39, 80, 211
IIS running 39
Import 30, 148, 155,
185, 272
Import Call Flows 30
IMPORTANT 76,
135, 137, 211, 307
IMPORTANT NOTE
76
Importing and
Exporting 155
IMS
License 25
part 25
IMS 11, 13, 14, 19,
25, 28, 32, 47, 49,
63, 66, 67, 74, 75,
76, 78, 81, 110, 111,
112, 116
IMS Account 66, 67,
74, 78, 81
IMS Administration
Tool 14, 63, 75
IMS and/or
Campaigns 25
IMS Client Installer
76
IMS Client Package
14
IMS Client Setup 76
Page 334
40DHB0002USAW Issue 13i (15th January 2005)
Index
IMS Client Software
76
IMS Clients 14, 63,
76
IMS Components 63
IMS comprises 63
IMS Database
Service 63, 110
IMS email 111
IMS ensure 67, 81
IMS Gateway 63, 110
IMS Gateway Service
63, 110
IMS Installation 25,
63
IMS Installation
Alternatives 63
IMS Limitations 63
IMS Pro 25
IMS Server 14, 63,
75, 76
IMS user 14, 74
IMS user’s 78
IMS Voice 14, 63,
110
IMS Voice Service
14, 63, 110
IMSAdmin 25
Inbound 225
Inbound Routing 254
Include ICLID 135
Include SAPI XML
165
Include SAPI XML
tags
modify 165
Include SAPI XML
tags 165
Including Active Data
Objects 223
Including Other Files
155
Incoming
DDI 208
match 129
VPNM 94
Incoming 54, 94, 129,
208
Incoming Call Route
Voicemail 134
Incoming Call Route
129, 134, 150, 278
Incoming Mail Server
54
IncomingCallRoute
186
Incorporates
BLF 193, 194
Incorporates 193,
194, 207
Indicate
DTMF 165
Indicate 17, 107, 112,
115, 127, 128, 131,
135, 148, 165, 173,
181, 189, 192, 197,
277, 282, 283, 284,
304, 307
Indicate support 17
Inetpub/mailroot/Drop
88
Inetpub/wwwroot 39
INSERT 182, 267
Insert Disk 102
INSERT….VALUES
182
Install VPNM 79, 80
Installable 17
Installation
installed during 33
options during 273
Installation Process
51, 54, 67, 76, 100,
102, 223, 252
Installation
Requirements 25
Installation Summary
19
Installation testing 51
Installation/Service
Account 19
Installed during
installation 33
Installed during 30,
33
Installed TTS 102
Installing
on screen 236
Installing E-forms 223
Installing Faxination
223
Installing Generic 102
Installing GFI
FAXmaker 211
Installing host 223
Installing IMS 66
InstallShield Wizard
29, 33, 39, 67, 81
Int_na.wav 319
INT-AUDIX 90
Integral 122
Integrated
running 66
Integrated 11, 13, 14,
19, 28, 49, 63, 66,
67, 75, 76, 81, 97
Integrated Messaging
28, 67, 76, 81
Integrated Messaging
- Enables 28, 67
Integrated Messaging
Service 63
Integrated Messaging
Service (IMS) 63
Integrated Messaging
System 11, 13, 14
Integrated Voicemail
97
Installation & Maintenance
Voicemail Pro 3.0
Intel Dialogic 235
Intel Dialogic
GammaLink including
Analog 223
Interact 11, 47, 63,
210, 259
Interchange 89, 90,
94
Interchange Basic
Tests 94
Interchange Dial Plan
90
Interchange General
Parameters 90
Interchange Intuity
Interface 90
Interchange Main
Menu 90, 94
Interchange VPIM
Interface 90
Interchange-based
90
Internal 19, 123, 133,
150, 152, 172, 281,
285, 307, 319
International 123
Internet 19, 25, 39,
54, 80, 93, 211
Internet Explorer 5.01
25
Internet Explorer 5.5
25
Internet Information
Service 39, 80, 211
Internet Mail
Express 54
Internet Mail 54
Interrupt_key 178
Interruptables 299,
300, 301, 303, 306
Interruptables As
String 299, 300, 301,
303, 306
Interruptkey 178
Interruptkeys 178
Intranet 191
Introduction
Campaigns 191
Modules 185
Introduction 185, 191,
207
Introduction to
Campaigns 191
Introduction to
Modules 185
Intuity
Login 90
Voicemail Pro
defaults 270
Intuity 11, 12, 13, 17,
19, 28, 29, 79, 89,
90, 94, 107, 114,
125, 126, 127, 133,
134, 136, 142, 148,
167, 205, 206, 209,
269, 270, 271, 272,
273, 277, 279, 307
Intuity Audix 28, 79,
89, 90, 94
Intuity Audix
Command Line
Interface 94
Intuity Audix Dial
Plan 90
Intuity Mailbox 13,
29, 133, 134, 205,
269, 270, 272, 277,
279, 307
Intuity Mailbox Mode
13, 29, 133, 134,
205, 269, 277, 279
Intuity Mode 12, 13,
17, 107, 114, 125,
126, 127, 136, 142,
167, 205, 206, 269,
272, 273, 277
INT-VPNM 90
Invalid Conference
175
IP Address 19, 25,
54, 89, 90, 94, 97,
100, 122
IP Network 79, 80
ISBN
book matching
265
capture 261
matching 261
ISBN 260, 261, 265,
267
ISBN entry
caller matches
261
ISBN entry 261
ISBN number 261,
267
ISDN 235
ISMClient.exe file 76
Ita 282
Italian 17, 19, 101,
282
Its Status 46
ITU 174, 176, 277
IVR 11, 259, 319
J
Japanese 17, 19,
101, 282
Job Aid 100, 145
Jp 282
Jpn 282
K
Kernel Components
225
Key press
option 131
record 192
Page 335
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Key press 131, 165,
176, 192, 283, 299,
300, 301, 303, 306
Ko 282
Kor 282
Korean 17, 19, 101,
282
L
LAN
switching 25
LAN 15, 25, 54, 93,
121
Language 17, 19, 32,
33, 39, 67, 76, 81,
101, 102, 160, 171,
196, 212, 213, 270,
275, 281, 282, 283,
284, 307
Language Support
17, 19
Language Switching
281
Last
Status 94
Last 94, 103, 157,
165, 174, 176, 183,
184, 259, 285, 286,
307, 319
LastAccessedMsg
Property 285, 286
Latin 17, 19, 101,
282, 284
Launch
VB 304
Launch 232, 304
LCR 223
LDONE 280
Leave
actions relate 160
VMAIL 127
Leaving Messages
160
LEdit 280
Length setting 89
Licence Key 11, 28
License
IMS 25
License 11, 12, 13,
14, 15, 19, 25, 28,
32, 33, 39, 63, 67,
80, 81, 89, 97, 100,
101, 102, 119, 160,
165, 178, 182, 183,
197, 201, 203, 213,
220, 248, 252, 253,
265, 301, 306
License Agreement
213
License Keys
following 28
License Keys 11, 19,
28, 160
Licensed user/group
220
Licenses enable
use 28
Licenses enable 28
Licenses exist 101
Line 94, 97, 100, 122,
123, 128, 131, 133,
134, 142, 177, 186,
198, 208, 213, 223,
225, 235, 319
Linked 15, 87, 97,
150, 156, 159, 173,
178, 182, 191, 261,
273, 278, 284
List Definition 90
Listen 127, 152, 158,
168, 173, 174, 200,
202, 307, 319
Listen Action 152,
168, 173, 200, 202
Lite 15, 19
LOC 157, 178, 281,
284, 285, 287, 293,
301, 304
LOC/custom/getmail.
wav 284
Local Administrator
54
Local Administrator’
permissions 223
Local Machine
Administration 89, 90
Local PC 19, 33, 39
Local Users 51
Locale 17, 87, 157,
213, 274, 275, 281,
282, 285, 287, 291,
300, 303, 304
Locale As String 304
Locate
Feature Key 97
Locate 25, 29, 30, 39,
47, 51, 76, 78, 97,
115, 196
Location
Independent’
Connectors’ 223
Log On 33, 39, 47,
51, 54, 66, 67, 76,
78, 81, 210, 236, 237
Logging Levels 110
Logic Settings 187,
188
Logical Setting 188
Login
Intuity 90
Login 89, 90, 206,
307
Logins 307, 319
Logon 54, 236, 237
Long 63, 173, 175,
193, 203, 286, 294,
296, 297, 298
Look
French 281, 282
Installation & Maintenance
Voicemail Pro 3.0
Look 51, 66, 94, 145,
150, 220, 260, 281,
282
Look In 51, 66
Loop Until Len 293
Lotus Domino R4.5
R6.5 235
Lotus Domino R4.5
235
LROTATE
enter 280
LROTATE 280
LVOICE
pressing 139
LVOICE 139
M
Machine 89, 90, 94,
211, 212, 213, 223,
225, 248, 254, 307
Machine
Administration 90
Mail
shut 54
Mail 12, 49, 51, 54,
66, 75, 76, 79, 94,
112, 129, 130, 248,
272, 307
Mail Account 54, 66
Mail Server Name 94,
112
Mailbox
synchronize 75
The list 290
Voicemail creates
16
Mailbox Access 60,
114, 126, 273, 274
Mailbox access
appears
users 114
Mailbox access
appears 114
Mailbox Actions 278
Mailbox As String
290, 291, 294, 295,
298, 299, 304
Mailbox Code 171
Mailbox enter 135
Mailbox Fax Number
205, 206
Mailbox follow
Failure 167
Mailbox follow 167
Mailbox Main
Access 128
Mailbox Main 128,
129
Mailbox matching
167, 168, 170, 171
Mailbox Modes 11,
29, 167
Mailbox Names 16,
135, 160, 170, 174,
279
Mailbox Operation
Mode 19
Mailbox press 307
Mailbox receives 12
Mailbox Store 78
Mailbox/message
290, 291, 295, 300,
301, 303, 304
Mailing Lists 12, 307
Main 89, 90, 109,
128, 129, 130, 131,
136, 139, 142, 158,
213, 307
Main Menu select
Networking 90
Main Menu select
Networking
Administration 90
Main.Collect 130
Main.Leave 130
Main.Queued 285
Main.StillQueued 285
Maintenance Menu
94
Make
server>/zetafax
237
Make 51, 66, 75, 89,
90, 94, 123, 155,
163, 171, 174, 177,
178, 211, 237, 261,
267, 277, 307
Make Live 30, 114,
155, 270
Manual
Customizing 200
Triggering 198
Manual 12, 79, 195,
197, 198, 200
Manual Recording
197
Manual Recording
Mailbox 197
MAPI 11, 14, 19, 25,
47, 49, 51, 54, 58,
74, 101, 107, 111,
116, 138, 209, 211,
223
MAPI Client 14, 19,
49, 54
MAPI Operation 51,
54, 74
MAPI Password 74,
116
MAPI Profile 51, 58,
74, 116, 223
MAPI System
Preferences 116
MAPI System
Preferences. 116
Mary 101, 102
Matching
Creating 131
Incoming 129
Page 336
40DHB0002USAW Issue 13i (15th January 2005)
Index
ISBN 261
MS-CRM 175
Matching 129, 131,
175, 261
Max 12, 114, 196
Max Message Time
114
Maximum
Menu Action
supports 165
Maximum 12, 13, 15,
19, 25, 28, 79, 90,
97, 114, 165, 178,
186, 192, 195, 196,
247, 292, 303, 307
Maximum Message
Length 19, 195, 196
Maxtime 178, 303
Maxtime As 303
Maxtime As Long 303
MB 19, 25, 76, 118,
247
MB RAM 76, 247
Mbytes
RAM 211
Mbytes 211
MDAC 223
Mdb 30, 155
mdb files 155
Media 158, 307
Member Of 25, 51,
54, 66, 76, 138, 139,
142, 236
Menu Action 131,
145, 163, 165, 175,
205, 206, 261, 283
Menu Action supports
maximum 165
Menu Action supports
165
Menu actions Touch
Tones 206
Menu button 139
Menu key 198, 280
Merge Config 274
Message archiving
25
Message As String
294, 295, 298, 299,
304
Message counts 294
Message direct 51,
54
Message following
SMTP 51, 54
Message following
51, 54
Message Length 114
Message press 307,
319
Message storage 19,
127
Message Test
Connection
Succeeded 182
Message Time 114,
196
Message waiting 60,
121, 126, 127, 139
Message Waiting
Lamp 139
MessageCLI 178,
298
MessageCLI Method
298
MessageDisplay 298
MessageDisplay
Method 298
MessageLength 178,
298
MessageLength
Method 298
Messages 301
Messages consume
25
Messages Look Like
61
Messages relating
campaigns 18
Messages relating 18
Messages Through
Playing 63
Messages Through
14, 63, 191
Messages/recordings
114
MessageTime 299
MessageTime
Method 299
Messaging
Application Program
Interface 49
Messaging
Associations 75
MHZ 211, 247
Microsoft 11, 14, 19,
25, 39, 49, 51, 54,
63, 66, 76, 93, 94,
101, 102, 104, 191,
211, 220, 223, 225,
235, 236, 237, 247,
248, 254, 260, 261,
307, 319
Microsoft Access
database 260, 261
Microsoft Exchange
11, 14, 49, 51, 54,
63, 66, 93, 211, 223,
225, 235, 236, 237,
248, 254
Microsoft Exchange
checkbox 66
Microsoft Exchange
Client 63
Microsoft Exchange
Connector 225
Installation & Maintenance
Voicemail Pro 3.0
Microsoft Exchange
Routing Type 254
Microsoft Exchange
Server
access 14
Microsoft Exchange
Server 11, 14, 51, 54,
63, 66, 93, 211, 223
Microsoft IIS 14, 19,
25
Microsoft IIS Web
Server 25, 39
Microsoft Internet
Explorer 14, 191, 223
Microsoft Internet
Explorer 5.0 191
Microsoft Office 223
Microsoft Outlook 49,
63, 76, 211, 220,
223, 235
Microsoft Outlook
Express 5.5. 49
Microsoft Outlook
Inbox 220
Microsoft Personal
Web Server 25, 39
Microsoft Sam 101,
102
Microsoft SAPI 101,
104
Microsoft Small
Business Server
2000 235
Microsoft WAVE file
307, 319
Microsoft Web Server
25, 191
Mike 101, 102
Millennium Edition 46
MIME
TNEF 211
MIME 211
Min 118
MINUTE 299
Minutes 301
mod files 155
Modify
include SAPI XML
tags 165
user 119
Modify 67, 81, 87,
113, 119, 165, 192,
304, 307
Modify button 119
Modular Messaging
32
Module
Bookshop_CurrentBo
okBuy 267
Module Return 154,
166, 185, 283
Module Return Action
154, 166, 185, 283
Module SelfSelect
131
Module tells
caller 265
Module tells 265
Modules
created 185, 283
Creating 185, 283
Export 155
Import 155
Introduction 185
Module Return
Action 166
Modules 11, 28, 97,
127, 128, 129, 130,
131, 147, 148, 150,
153, 154, 155, 157,
159, 160, 166, 185,
186, 200, 202, 206,
261, 265, 267, 277,
278, 279, 280, 283,
284
Months 307, 319
MS Exchange 25, 51,
54, 63, 66, 76, 223,
225
MS Exchange Client
76
MS Exchange
Connector 223, 225
MS Exchange/FCS
Faxination 223
MS Exchange/FCS
223
MS Exchange/FCS
include
Faxination 223
MS Exchange/FCS
include 223
MS-CRM
matching 175
MS-CRM 175
MS-CRM database
175
MS-CRM records 175
MS-CRM users 175
MSCRM-ACT 175
Msec 104
Msg ID 90
Msg_cli 178
Msg_length 178
MSGN 301
MSGO 301
Msgs 139, 301
Msgtype 294, 304
Msgtype As String
294, 304
MSRM-ACT 175
Multisite 113
MUST 119, 223
MUST run 223
MWI 139
My Computer 29, 30,
33, 39, 81
Page 337
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Mywavs/hello.wav
178
N
N 19, 90, 198, 294,
295, 304, 307
NAM 157, 158, 285,
287, 295, 301
Name
Action 163
Campaign 193
property returns
287
Returns 285
Token 163
Name Action 170
Name Determination
94
Name ending 30
Name enter 307
Name greeting 269
Name matches 186,
307
Name Recordings
277, 280
Name Table 280
Named AutoRecord
202
Named SelfSelect
131
Named Special 186
NameWavsTable 280
Nest Tags 104
Net Runtime 1.1 33
Netscape 14, 191
Network Address 90
Network Identification
51, 66
Network Identification
Tab 51, 66
Network Settings 182
Network Snapshot 94
Network Turnaround
89, 90
Networked
Messaging 28, 32
Networked
Messaging - Enables
81
Networking Channel
Administration 89, 90
New Account 54
New messages 12,
49, 60, 107, 117,
125, 127, 138, 291,
307, 319
NewMsgs Property
285, 287
Next logon 54
Next result 131, 153,
154, 167
Night Service 143,
319
Nl 282
Nlb 282
Nld 282
No Answer
following 173,
175, 193
No Answer 127, 131,
137, 153, 154, 172,
173, 175, 193, 278,
307
No Answer Time 127,
137
No DTMF Data 176
No_.wav 319
No_00.wav 319
No_24p.wav 319
No_59.wav 319
Non-administered
Send 89
Non-administered 89
Non-Administered
Recipients
Send 89
Non-Administered
Recipients 89
Non-centralized
voicemail 100
None 110, 201, 202,
319
Non-IP 15
Noon.wav 319
Normal Business
Hours 19
Normally IMS 63
North 269
Norwegian 17, 19,
101, 282
NOT 187, 188
NOTE 223
NOTE Faxination
Server 223
Notification Priority
90
Noun 104
NT 18, 25, 51, 66, 76,
235
NT Domain 25, 76
NT/2000 76
NT4 25, 76
NT4 Service Pack 6a
76
Number 245
console provides
18
Dial 131
IP Office supports
269
Queue Ring Time
defines 144
ScanSoft 102
Simultaneous 15
Voicemail
provides 137, 143
Number Field 130,
175
Installation & Maintenance
Voicemail Pro 3.0
Number of
Simultaneous
Voicemail Users 15
O
Observing IMS
Operation 78
ODBC 259
Office's configuration
139, 197, 201
Old Messages 117,
319
OldMsgs Property
285, 288
OLE DB Provider
Select 182
OLE DB Provider 182
Open
connection string
182
Data Link
Properties 182
Speech 165
Windows Control
Panel 30
Open 30, 39, 47, 49,
51, 54, 63, 66, 76,
78, 102, 104, 107,
109, 156, 160, 165,
177, 182, 183, 198,
211, 220, 232, 237,
254, 259, 261, 280
Open and/or 160
Open Door Action
177
Open The GFI
configuration
application 220
Opening XML 104
Operating System 19,
25, 46, 76, 93, 223,
235, 247
Operating System
CD 93
Option Yes 30
Optional 112, 131,
299, 300, 301, 306
Options key 90
OR 182, 187, 188,
189
Other Phone Types
60
Out
Hours 143, 172
Hours Fallback
Group 143
Hours Greeting
143
Hours Greetings
137
Service 143
Service Fallback
Group 143
Out 89, 90, 94, 104,
107, 123, 137, 143,
149, 164, 172, 178,
300, 301, 306, 307,
319
Out according 149
Out of Hours
Operation 143
Outb_01.wav 319
Outb_04.wav 319
Outcalling
enter 307
Outcalling 135, 307
Outgoing 54, 100
Outlook 19, 49, 51,
54, 63, 66, 76, 107,
207, 210, 232
Outlook 97 49, 63, 76
Outlook 97/98/2000,
Outlook Express 14
Outlook Express 19,
49, 54
Outlook inboxes 210
Overflow Group 144
Overflow Time 144
Overview
Remote Access
133
Voicemail Pro 11,
147
Overview 11, 49,
133, 147, 159, 203,
269
Overview of Actions
159
Overview of Remote
Access 133
Overview of
Voicemail Pro 11,
147
P
P 19
PAGE
entering 178
PAGE 178
Park Slot 193, 194
Park Slot Number
193, 194
Parked… 193
Part
IMS 25
Part 19, 25, 39, 49,
51, 54, 60, 61, 63,
66, 79, 81, 101, 104,
174, 198, 280
Partofsp 104
Partofsp part 104
Path Setting 110
Path/file 290, 291,
300, 301, 303
Pathname
file 291
Pathname 290, 291,
301, 303
PBX 122
PC
Page 338
40DHB0002USAW Issue 13i (15th January 2005)
Index
done according 25
PC 11, 12, 14, 19,
25, 29, 30, 33, 39,
46, 51, 54, 63, 66,
67, 76, 81, 89, 90,
93, 94, 97, 100, 110,
116, 121, 122, 127,
158, 170, 171, 177,
191, 203, 224, 225,
237, 248, 269
PC acting 100
PC Multimedia 158
PC Physical Location
19
PC Requirements 12,
76
PC running 93
PC Spec 19
PC Specification 25
PCI 213, 252
PC's
Program
Files/Avaya/IP
Office/Voicemail
Pro/Vm/vmprov5.e
xe 39
users 39
PC's 33, 39, 46, 63,
81
Pentium 12, 19, 25,
76
Pentium 100 76
Pentium 200 25
Pentium-compatible
CPU 235, 247
Perform
timeout 165
Perform 63, 94, 107,
114, 137, 157, 158,
160, 165, 182, 200,
202, 271
Permissions 39, 51,
63, 66, 90, 182, 210,
223, 232, 236, 237,
245, 254, 259
Personal Distribution
Lists 12, 272
Personalize 76
Phone Manager 49,
126, 127, 128, 129,
139, 194, 198, 272
Phone Manager Pro
198, 272
Phone Manager Pro
toolbar 198
Phone Manager Pro
users 198
Phone Manager Pro's
Pop Outlook 49
PhoneManager
Refer 269
PhoneManager 129,
269
PhoneManager
application 269
PhoneManager Pro
269
Phones 49, 60, 63,
127, 128, 129, 135,
139, 173, 175, 194,
195, 198, 201, 270,
272, 273, 280, 307
Pin
Voicemail Code
enter 135
Pin 135, 163, 166,
171, 175, 279, 280,
319
PIN option 166
Ping Test 94
Pitch - Alter
speech 104
Pitch - Alter 104
Pl 282
Planning
Requirements 97
Planning 97
Play Advice 19, 114,
196
Play advice on Call
Recording 114
Play button
recording press
158
Play button 158
Play Configuration
Menu Action 60, 135,
136, 171
Play List Action 170
Play try 281
PlayDigits 178, 299
PlayDigits Method
299
Playing back
response 169
Playing back 63, 169,
193, 269, 307
PlayLocaleWav 178,
300
PlayLocaleWav
Method 300
PlayMsg 178
Plays
allows access 191
Messages
Through 63
variable 158
WAV 178
Plays 12, 13, 19, 60,
63, 114, 123, 125,
135, 136, 143, 144,
152, 158, 160, 163,
165, 168, 169, 171,
173, 174, 176, 177,
178, 184, 191, 192,
193, 195, 196, 269,
270, 271, 280, 281,
Installation & Maintenance
Voicemail Pro 3.0
286, 299, 300, 301,
306, 307, 319
PlayWav 178, 301
PlayWav Method 301
Please Select 166,
169, 193, 280
Plk 282
PM 307, 319
PM.wav 319
Polish 17, 19, 282
Polling interval 237
Populate
Zetafax tool 239
Populate 239
Port 12, 14, 15, 19,
25, 28, 33, 39, 67,
81, 89, 90, 97, 112,
208, 243, 273, 280
Port Number 19, 112
Portuguese 17, 19,
101, 282
POS 145, 146, 157,
189, 301
Position 137, 145,
146, 149, 157, 160,
163, 178, 184, 192,
288, 293, 294, 301,
319
PositionInQueue
Property 285, 288
Post 12, 178
Post Dial Action 12,
178
POT 208, 273
Power Conferencing
Action 175
Power Socket
Location 19
Preferences
MAPI 116
Remote
Campaign
Directory 115
Voicemail 114
Pre-installation
actions 33, 39, 67, 81
Pre-Installation
Requirements
Refer 33
Pre-Installation
Requirements 33
Press Exit 280
Press F6 187, 188
Press Menu 139, 280
Pressing
F6 187
F7 192
F8 156
lVOICE 139
Syntax Check
button 178
VOICE 139
Pressing 139, 156,
173, 178, 187, 192,
274, 283
Pressing F6 displays
187
PRI 223
Primary Rate
Interface 223
Primary
RateInterface 223
Priority 94, 294, 307
Privacy 94, 295
Pro 12, 15, 49, 81,
87, 130
Procedure. 30, 94,
223
Profile 74, 76, 116,
143, 195, 223, 241,
254
Profile Screen 76
Prompt Availability 17
Prompt confirms
caller 180
Prompt confirms 180
Prompt played 192
Prompts appropriate
32
Prompts tab 163,
165, 176, 184
Properties form 93,
182
Property returns
name 287
Property returns 287
Pro's Pop Outlook 49
Provide Local
Mapped Addresses
90
Provider Tab 182
Ptb 282
Ptg 282
Public Folders 63
PWS 14, 39
Q
QPOS 178, 285, 288,
296, 301
QSIG 11
QTIM 178, 285, 286,
292, 301
Question Action 168
Queue 301
Queue ETA Action
184
Queue greeting 144,
319
Queue Position
Action 146, 184
Queue Ring Time
144
Queue Ring Time
defines
number 144
Queue Ring Time
defines 144
Page 339
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Queued 94, 144, 150,
152, 184, 285, 286
Queued Start Point
145
Queued start point
replaces
default 145
Queued start point
replaces 145
Queuing
transferred back
154
Queuing 97, 125,
130, 137, 144, 145,
146, 149, 150, 152,
154, 157, 160, 178,
184, 288, 301, 319
Queuing Limit 144
R
R6.5
Lotus Domino
R4.5 235
R6.5 235
RAID 25
RAM
Mbytes 211
RAM 19, 211, 235,
247
Rate - Alter
speech 104
Rate - Alter 104
REC
displaying 197
REC 197
Rec_01.wav 319
Receive 220
Receive messages
54, 126, 139
Receiving 243
e-mail 245
Receiving 245
Reception 125, 126,
131, 156
Recipients/cn 225
Recor 198
Record
key presses 192
Response 168
saying 158
shortcode 198
Record Inbound 201
Record key 192
Record Key Press
192
Record Name Action
152, 170, 279
Record Other Calls
198
Record Outbound
201
Record Voice 192
Record Your Own
Calls 198
Record/re-record 279
Recording As String
303
Recording Auto End
195
Recording Duration
195
Recording Frequency
201
Recording Indication
197, 201
Recording Length
114, 192, 196, 303
Recording Library 12,
28, 167, 195, 197,
201, 203
Recording press
play button 158
Recording press 158,
307, 319
Recording Warning
195
Recording/Prompts
173
RecordMsg 178, 303
RecordMsg Method
303
RecordRegister 178,
303
RecordRegister
Method 303
Redirect Fax 205
Refer
PhoneManager
269
Pre-Installation
Requirements 33
Refer 17, 19, 30, 33,
90, 100, 126, 248,
269, 270, 272, 274,
293
Reference 90, 237,
285
Regid 178
Regional 270
Regional Setting 270
Register 51, 54, 66,
296, 303, 304, 305
Register Method 304
Regnum 178, 296,
303, 305
Regnum As Long
296, 303, 305
Relevant Sections
147
Relogon 307
Relogon press 307
Rem NOW SET
LOCALE BACK TO
WHAT IT WAS 287
Rem NOW SET
LOCALE TO
FRENCH 287
Remote 11, 19, 79,
87, 88, 89, 90, 94,
Installation & Maintenance
Voicemail Pro 3.0
97, 100, 113, 115,
119, 125, 136, 179,
223, 272, 281, 319
Remote Access
Overview 133
Remote Access 19,
125, 133, 319
Remote Address 90
Remote Campaign
Directory 115
Remote Machine 89,
90
Remote Machine
Administration 89, 90
Remote Machine
Name 90
Remote Machine
Parameters 90
Remove 16, 29, 30,
67, 81, 107, 119,
149, 223, 236, 307
Removing
Faxination/FCS 223
Renaming
User 150
Renaming 150
Renaming a User
150
Repair 67, 81
Replace permission
entries… 254
Reporting 159
Reporting Tab 164
Request ISBN 265
Required following
installation 196
Required TTY
prompts 273
Requirements
Planning 97
VPNM 80
Requirements 25, 76,
80, 97, 191, 195,
196, 210, 211, 223,
235, 247, 259
RES 157, 158, 178,
285, 288, 297, 305
Response
playing back 169
Record 168
Response 13, 62, 94,
146, 160, 168, 169,
191, 192, 193, 194
Restart 16, 30, 33,
39, 46, 47, 50, 51,
54, 76, 81, 116, 193,
225, 307, 319
Result As String 305
Result Failure 175
Result occurs 154
Retrieving
Data 261
Retrieving 261
Return Action 166
Return counts 294
Retval 178
Reuslt 182
RFA 28
RFaxGate 254
RFAXGATE’ 254
RFGATE 248
Right-click My
Computer 51, 66
Right-click Network
Neighborhood 51
Right-click Network
Neighbourhood 66
Right-click Subaddresses 245
RightFax
Following 252
RightFax 248, 252
RightFax Enterprise
254
RightFax Installation
248
RightFax
Requirements 247
RightFax server 247
Ringback
Group 126
Ringback 125, 126,
139
Root.vmp 30, 46,
114, 115, 148, 155
Rotat 280
Route 127, 128, 129,
131, 160, 169, 172,
175, 186, 194, 210,
220, 232, 245, 280
Route by Call Status
172
Route calls to a
campaign 194
Route Incoming 172,
210
Route Incoming Call
Action 172
Routing
Fax 206
Routing 129, 206,
220, 232
Routing button 241
Routing Code 254
Routing Info 254
Routing option 220
Routing User Calls to
Voicemail 127
Run 213
Run Manager 33
Running
Faxination 223
Faxination
Gateway 223
Integrated 66
Zetafax 236, 237
Running 46, 66, 94,
223, 236, 237
Page 340
40DHB0002USAW Issue 13i (15th January 2005)
Index
Running a Module
Directly from a Short
Code 186
Running a Module
Directly from an
External Call 186
Russian 17, 19, 101
S
S8100
access 89
S8100 89, 94
S8100 Ping Test 94
S8100/G600
telnet 89
S8100/G600 89
Sales 142
Sample
SAPI XML 104
Sample 79, 104, 158
Sample listing 158
SAPI 101, 102, 103,
104
SAPI XML
sample 104
SAPI XML 104
SAPI XML Tags 104
SAPI5 TTS 101
Save
S 295, 304
Save 19, 29, 30, 46,
51, 54, 58, 63, 74,
76, 89, 90, 114, 115,
123, 127, 131, 135,
146, 148, 149, 155,
157, 193, 194, 196,
201, 205, 209, 270,
271, 279, 284, 285,
289, 294, 295, 297,
301, 304, 319
Save & Make Live
29, 30, 115, 148,
149, 155, 196, 270
Saved messages 301
Saved Messages
117, 319
SavedMsgs Property
285, 289
SavedResult
Property 285, 289
Saving and Making
Live 46, 51, 54, 58,
74, 135, 155, 205,
209, 271, 279
Saving messages
127
Say
<emph>boo</emph
104
Saying
3001 104
Record 158
Saying 104, 158
Scanning
GFI FAXmaker
211
Scanning 211
ScanSoft
number 102
ScanSoft 19, 28, 101,
102
ScanSoft Speech
102, 165
Schema Admin 210,
236, 237
Schema Admin group
236
SCN 11, 97
Script 39, 285
Scripting 178
Scripting entered 285
SCROLL 60, 198
Seconds.wav 319
Sequence beginning
165
Serial 19, 97, 248
Series 63, 127, 139,
147, 150, 157, 159,
191, 192, 198, 261,
267
Series Phones 139,
198
Server
address>/campaign/c
ampcgi.html 191
Server Configuration
254
Server Directory 114
Server Kernel 224
Server operating
system 25
Server Operation 12
Server OS 12
Server PC 14, 19, 25,
33, 39, 46, 49, 50,
51, 54, 58, 66, 67,
81, 97, 100, 101,
110, 208, 236
Server PC hosting
110
Server PC's 109
Server PC's fax 209
Server Requires
Authentication 39,
112
Server>/zetafax
make 237
Server>/zetafax 237
Server>25 80
Servers 11, 12, 14,
18, 19, 25, 29, 33,
39, 46, 47, 49, 50,
51, 54, 58, 63, 66,
67, 75, 76, 78, 79,
80, 81, 87, 93, 94,
97, 100, 101, 109,
110, 111, 112, 114,
119, 163, 171, 173,
Installation & Maintenance
Voicemail Pro 3.0
175, 191, 193, 207,
208, 209, 210, 211,
212, 213, 220, 223,
225, 232, 235, 237,
247, 248, 254, 270,
319
Servers Section 119,
220
Service
Out 143
Select account
248
Service 11, 14, 17,
18, 19, 25, 32, 33,
39, 46, 47, 49, 51,
54, 60, 63, 67, 76,
80, 81, 88, 93, 94,
97, 107, 110, 116,
128, 131, 135, 137,
143, 171, 177, 186,
195, 210, 211, 212,
213, 223, 225, 232,
237, 248, 278, 280,
307, 319
Service according
Windows 33
Service according 33
Service Fallback
Group
Out 143
Service Fallback
Group 143
Service Mode 171,
319
Service Option
Screen 54
Service Pack 25, 211
Service routing ID
225
Service running 25
Service Test 94
Session’s 285, 296,
297
Set
10 174
255.255.255.255
122
Set 12, 13, 17, 19,
28, 29, 33, 39, 46,
47, 49, 51, 54, 60,
61, 62, 63, 67, 81,
89, 90, 97, 100, 101,
102, 104, 109, 110,
112, 113, 114, 117,
118, 121, 122, 126,
127, 128, 131, 133,
134, 135, 139, 144,
150, 153, 154, 155,
156, 157, 159, 160,
164, 167, 171, 173,
174, 175, 176, 180,
181, 183, 185, 186,
187, 188, 189, 191,
192, 193, 194, 195,
196, 197, 198, 200,
201, 202, 205, 206,
207, 208, 209, 225,
232, 237, 243, 269,
270, 271, 274, 275,
277, 278, 279, 280,
281, 282, 286, 287,
288, 289, 293, 299,
301, 303, 304, 305,
306, 307, 319
Set back 29, 307
Set User Variable
156, 180
Set User Variable
Action 156, 180
Set Voice 286, 287,
288, 293, 299, 301,
304
SetLocale 304
SetLocale Method
304
SetMailboxMessage
304
SetMailboxMessage
Method 304
SetRegister 178, 305
SetRegister Method
305
SetResult 178, 305
SetResult Method
305
SetSavedResult 305
SetSavedResult
Method 305
Setting tty 274
Setting Up 63, 100,
134, 135, 150, 191,
274, 277
Setting Up
Centralized 100
Settings 19, 25, 30,
33, 39, 46, 50, 51,
54, 58, 60, 61, 63,
66, 67, 74, 75, 81,
89, 94, 100, 104,
107, 110, 111, 112,
116, 117, 121, 122,
135, 139, 150, 152,
155, 160, 165, 166,
167, 168, 169, 170,
171, 172, 173, 174,
175, 177, 178, 180,
181, 182, 184, 187,
188, 189, 192, 195,
198, 237, 271, 307
Settings back
system 198
Settings back 198
Settings during
installation 58, 74
Settings need 75
Setup 237
Setup Mode 225
Page 341
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Setup.exe 33, 39, 67,
81, 225, 253
SetVariable 178, 306
SetVariable Method
306
Short Code Start
Points 156
Short Code.xxx 166
Short Codes
Accessing Hunt
Group Voicemail
Using 142
Short Codes 123,
128, 129, 130, 131,
133, 134, 137, 142,
143, 147, 150, 156,
160, 166, 177, 180,
186, 278, 279, 280
Short Codes.*88 150
Short Codes.DVM
130
Shortcode
recording 198
Shortcode 130, 198,
279
Shortcode Start
Points 130
Shut
Mail 54
Shut 51, 54
Simple Mail Transfer
Protocol 49
Simple Mailbox
Customization 275
Simple Network
Management
Protocol 118
Simplified Chinese
19, 101, 102
Simultaneous
Number 15
Simultaneous 13, 15,
19, 28, 97, 101
Sixty 307
Sleep/power 25
Small Community
Networking 97, 100
Small Office Edition
11, 15, 19, 25
SMTP
Enter 39
message following
51, 54
SMTP 11, 19, 25, 33,
39, 49, 50, 51, 54,
58, 67, 74, 80, 81,
90, 94, 112, 116,
211, 235, 248
SMTP Email Servers
49, 112
SMTP Email Settings
112
SMTP Server
access 14
SMTP Server 14, 19,
33, 39, 49, 67, 80,
81, 112, 235
SMTP Server
Settings 112
SMTP Server
Software 19
SMTP/Entering 58
SMTP/MIME 79
SNMP Alarm 12, 118
SoftConsole 127,
128, 129, 198, 278
SoftConsole access
129
SoftConsole users
198
Software Licence
Agreement 225
Source Number
Configuration 126
Source Numbers
126, 134, 135, 137,
139
South 269
SP6 25
Spanish 17, 19, 101,
282, 284
Speak Book Cost 265
Speak Book Title 265
Speak Book Title
action 265
Speak Method 306
Speak Text Action
101, 103, 107, 157,
165, 265, 267
Speaker 280
Speaks 11, 101, 103,
104, 107, 145, 157,
158, 160, 165, 168,
177, 265, 267, 301,
306, 307, 319
Speaks AT ELEVEN
HOUR FIFTY FIVE
301
Speaks AT ELEVEN
HOUR HUNDRED
301
Speaks YESTERDAY
AT ELEVEN HOUR
FIFTY FIVE 301
Specific Start Points
150, 152
Specify
admin 213
Specify 213
Speech
open 165
Pitch - Alter 104
Rate - Alter 104
Text 165
Volume - Alter 104
Speech Application
Program Interface
104
Installation & Maintenance
Voicemail Pro 3.0
Speech Directory 114
Speech Supported
33, 39, 67, 81
Speed 19, 104, 129
Speed Dials 129
Spell - Spell out 104
SQL 182, 259, 261,
267
SQL Function 182,
261, 267
SQL Wizard 182,
261, 267
SQL Wizard Interface
182
Standard Action Tabs
165, 166, 167, 168,
169, 170, 171, 172,
173, 174, 175, 177,
178, 180, 181, 184
Standard Edition 247
Start
Finish 30
Voicemail Pro 148
Start playing 169
Start Point Action 160
Start Points
Adding 149, 150
Default Start
Points 152
Deleting 149, 150
Editing 149, 150
Starting Voicemail
Pro 46, 148, 270
Startup 29, 46, 94
StartUp Folder 39, 46
Startup Type 46, 94
Status
Last 94
Status 33, 39, 46, 63,
67, 81, 90, 94, 102,
172, 191, 304, 307
Status Test 94
Status Through
Check 94
Status Through 94
Stdcall
GetCallingParty 178
Stdcall GetDTMF 178
Stdcall
GetEstimatedAnswer
178
Stdcall GetLocale
178
Stdcall
GetPositionInQueue
178
Stdcall GetRegister
178
Stdcall GetResult 178
Stdcall GetVariable
178
Stdcall MessageCLI
178
Stdcall
MessageLength 178
Stdcall PlayDigits 178
Stdcall
PlayLocaleWav 178
Stdcall PlayMsg 178
Stdcall PlayWav 178
Stdcall RecordMsg
178
Stdcall
RecordRegister 178
Stdcall SetRegister
178
Stdcall SetResult 178
Stdcall SetVariable
178
Stdcall Speak 178
Stdcall Stop 178
Step 29, 49, 51, 54,
63, 67, 79, 88, 90,
94, 116, 261, 267,
307
Step back 307
Steps appropriate
116
Still 60, 63, 130, 137,
144, 145, 150, 152,
157, 261, 267, 279,
284, 304, 319
Still Queued 150,
152, 157
Stop Recording 198
Store
Web 39
Store 12, 30, 39, 63,
78, 115, 127, 155,
157, 174, 203, 225,
267, 290, 291, 296,
300, 301, 303, 305,
307
Store ISBN number
267
Storing messages
127
String 182, 286, 287,
291, 292, 293, 294,
295, 296, 297, 298,
299, 300, 301, 303,
306
Structured Query
Language 259
Sub Main 286, 287,
288, 293, 299, 301,
304
Sub-address 245
Subnet Mask 19, 90
Subscriber
Administration 90,
307
Subscriber Lists 90,
307
Success
call follows 126
Page 342
40DHB0002USAW Issue 13i (15th January 2005)
Index
Success 126, 131,
167, 183, 285, 288
Success results 167
Success Then 288
Support/Admin
Utilities 253
Supported
Languages 17, 273
Supported Remote
97
Supporting
T.30 235
Supporting 235
Sv 282
Sve 282
System
settings back 198
System Administrator
11
System
Administrator's 61
System Configuration
60, 122, 135, 139,
141
System Fax Number
114, 205, 206, 207,
209
System greeting 307
System greeting
enter 307
System hosting 97
System Parameters
90, 301
System Planning
Form 19
System Preferences
MAPI 116
Remote
Campaign
Directory 115
Voicemail 114
System Preferences
109, 114, 115, 116
System running 142,
205
System Settings 110
System shortcode
198
System variable CP0
267
System variable CP4
267
System Variables
Playing as
prompts 158
System Variables
157, 158, 178, 189,
267, 286, 287, 288,
289
System's Feature
Key 100
Systems running 205
Systems This 79
T
T.30
supporting 235
T.30 235
T1 223
Tags 103, 104, 165,
175
Take
analogue 274
Take 90, 104, 139,
166, 192, 274, 277,
300, 319
Takes care 90
TCP/IP
optioned 90
TCP/IP 25, 63, 76,
89, 90, 93, 94, 223
TCP/IP Diagnostics
94
TCP/IP networking
25, 76, 90
Telephone Icon 76
Telephone Number
87, 104, 119, 123,
126, 128, 129, 133,
134, 135, 139, 142,
150, 186, 198, 267,
307
Telephone number
dialing 135
Telephones 13, 15,
17, 19, 60, 63, 76,
87, 104, 119, 123,
126, 127, 128, 129,
130, 133, 134, 135,
138, 139, 142, 150,
156, 158, 176, 186,
191, 194, 198, 267,
269, 273, 274, 277,
280, 307
Telephony Actions
278
Telephony Handset
158
Telephony Interface
15, 114, 148
Telephony Operation
Mode 270
Telnet
S8100/G600 89
Telnet 89, 90, 94
Telnet
172.16.254.197 25
94
Telnet<the 80
Temp/backup.mdb 30
Test 301
Test Condition Action
180, 187, 202
Test Connection
button 182
Test Connection
Succeeded 182
Test Packets 94
Installation & Maintenance
Voicemail Pro 3.0
Test Setup 88
Test User Variable
156, 180
Test User Variable
Action 156, 180
Tests
Brooktrout Analog
PCI 208
Tests 208
Text
Speech 165
Text 11, 17, 19, 25,
28, 32, 54, 61, 101,
102, 103, 104, 107,
116, 149, 155, 160,
165, 176, 177, 265,
273, 274, 280, 306,
307
Text As String 306
Text file 155
Text matching 280
Text This 104, 306
The list
mailboxes 290
The list 17, 29, 89,
90, 174, 183, 193,
261, 267, 273, 274,
290, 293, 294, 307,
319
The mailbox 16, 29,
51, 54, 60, 63, 66,
90, 114, 125, 126,
128, 129, 131, 133,
135, 139, 157, 167,
168, 170, 171, 172,
174, 200, 202, 206,
209, 269, 270, 272,
273, 278, 283, 285,
287, 288, 289, 291,
293, 294, 295, 298,
299, 301, 304, 307
The mailbox follow
Failure 167
The mailbox follow
167
The mailbox
matching 167, 168,
170, 171
The Mailbox Mode 29
The name 16, 51, 54,
61, 66, 67, 75, 76,
81, 90, 94, 112, 129,
135, 150, 155, 157,
158, 163, 166, 167,
168, 170, 171, 174,
178, 180, 182, 186,
188, 191, 192, 193,
269, 277, 280, 285,
286, 287, 290, 291,
300, 301, 303
The name greeting
269
The Name Table 280
The user access 135
The user account 254
The User Defined
Variables menu 156,
180
The user PC's 63
The user receives
135
The user wants 129,
131
The user/group 61
The user's 16, 33, 39,
46, 51, 54, 60, 61,
63, 67, 75, 76, 81,
87, 107, 111, 119,
126, 127, 129, 131,
134, 135, 136, 139,
142, 150, 156, 157,
158, 176, 177, 180,
186, 191, 197, 198,
200, 202, 245, 254,
270, 274, 275, 277,
283, 284
The Voicemail
Console 18
The Voicemail Pro
Screen 148, 149
The Voicemail Pro
screen provides 149
This option 51, 54,
60, 119, 138, 164,
165, 175, 192, 196,
280
Through Manager
129, 143
Time according 319
Time Check 129
TimeCheck 129
Timeout
perform 165
Timeout 131, 165,
173, 175, 178, 181,
193, 225, 275, 292
Timeout As Long 292
Timeout results 131,
181
Title 148, 260, 261,
265, 267
TNEF
MIME 211
TNEF 211
Token Name 163
Tones
Sequence 165
Tones 114, 123, 126,
131, 144, 158, 163,
165, 167, 168, 195,
201, 206, 207, 252,
307, 319
Toolbar Icons 149
Toolbars 149
Tools 224
Topic 164
Total Items 78
Page 343
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Touch 131, 160, 163,
165, 205, 206
Touch Tones 131,
160, 165, 205, 206
TR 1034 211
TR1000 223
TR1034 223
Transfer
Voicemail Pro
supports 12
Transfer 12, 28, 49,
63, 79, 89, 114, 126,
127, 128, 130, 131,
136, 145, 152, 154,
156, 160, 164, 167,
172, 173, 175, 195,
203, 205, 206, 207,
220, 232, 241, 274,
278, 307, 319
Transfer Action 131,
152, 172
Transfer Calls
Voicemail 128
Transfer Calls 128
Transfer Calls to
Voicemail 128
Transferred back
queue 154
Transferred back 154
Triggering
Manual 198
Triggering 198
Troubleshooting 94
True 153, 154, 156,
157, 160, 172, 174,
180, 181, 187, 188,
189, 202, 278, 294,
295, 299, 300, 301,
303, 306
True, False 153, 154,
181
TruFax 223
Trufax fax 211
Trusted Extension
134
Trusted External
Location 134
Trusted Locations
126, 133, 134
Trusted Source 126,
130, 135
TTS
existing 102
Voicemail Pro
support 101
TTS 11, 19, 25, 28,
32, 60, 101, 102,
103, 104, 107, 116,
157, 160, 165, 178,
301, 306
TTS email 19, 125
TTS Email Reading
19
TTS Generic 19
TTS SAPI Controls
104
TTS Scansoft 19
TTS Support 101
TTS Usages 19, 28,
101, 107
TTY
following 273
see 273
TTY 17, 273, 274,
275
TTY Maintenance
Patch 275
TTY messages 274
TTY prompts 275
Typical Installation
25, 39, 223
U
Uncheck 51, 54
Uncheck User 54
Undelete 307
Under Log on 47
Under Mail Sending
Format select Plain
Text 54
Under Specific Start
Points 135
Under VPNM 87
Uninstall 30, 236
Un-installation 30
Uninstalled 30
Uninstalling 30
United States 269,
270
UNIX 94
Unlimited 63
Unopened Messages
117
Untick 29, 54, 67, 81
Untick Check 54
Untick Send 54
Untick User 54
Unticked 196
Up
Backing 30
Up 12, 15, 25, 28, 30,
33, 39, 54, 67, 75,
78, 79, 81, 97, 135,
158, 159, 165, 169,
173, 175, 180, 184,
211, 232, 247, 259,
260, 272, 307, 319
Update 29, 89, 90,
94, 102, 127, 155,
182, 223, 245, 248,
267
Updates In 89, 90
Upgrading
Existing 30
Existing System
30
Upgrading 30
UPS Supply
Available 19
Installation & Maintenance
Voicemail Pro 3.0
US 17, 19, 67, 81,
101, 281, 282, 284,
307, 319
USB 19
Use
Back button 39
Browse button 30
Details cover 127
Enables 28
I'd like 54
licenses enable 28
VB Scripting 28
Use DNS 90
Use existing PC 19
Use LAN1 25
Us-eng 90
User Configuration
60, 125, 133
User Defined
Variable menu
icon display 156
User Defined
Variable menu 156,
180
User Defined
Variables 149, 156
User Defined
Variables menu 156
User dialing 160, 180
User form 17, 126,
134
User form gives
list 126
User form gives 126
User Information 54
User Management
113
User PC's 63
User receives 135
User Recordings 197
User shortcode 198
User Source Number
Configuration 126
User Variable 180
Username Field 76
Using Databases
103, 178
Using DSS Keys 198
Using Extension 202
232
Using Max 196
Using Short Codes
128, 143, 198
Using Small
Community
Networking 97
Using telnet 94
Using the Conditions
Editor 188
Using VBScript 178
Using Voicemail Pro
126, 144, 147
Using Voicemail to
Give Error Messages
123
V
Valid 33, 39, 51, 54,
58, 62, 63, 67, 81,
102, 178, 203, 286,
307, 319
Valid Voice 203
VAR 157, 158, 178,
285, 289, 297, 301,
306
Variable As String
306
VB
launch 304
VB 19, 28, 285, 304
VB Script Action 28,
178
VB Scripting
use 28
VB Scripting 19, 28,
178, 285
VBS 286
VBScript
enter 178
VB-Script
enter 178
VBScript 178, 223,
287
VB-Script 178
VB-Scripting 178
VCM 15, 97
VCM Channels 11,
15
VCM modules 97
VCM5 module 11
Verb 104
Verification 19, 94
Version 12a 130
Version
5.0.2195.6713 94
View
Data 261
View 78, 90, 94, 155,
261, 272
View as Text 155
View Packet
Statistics 94
Viewing As Text 155
Visual Voice 13, 269
VM
entering 186
VM 19, 101, 102,
127, 129, 130, 131,
178, 186, 259
VM Pro 19, 101, 102,
178, 259
VM Pro Generic TTS
101
VM Pro VBScript
license 178
VMAIL
leave 127
Page 344
40DHB0002USAW Issue 13i (15th January 2005)
Index
VMAIL 127
Vmdata.mdb 148,
155
VMLite.exe 29
Vmp 148, 155, 179
VMP files 155, 179
VMPro 19, 28, 80,
113, 182, 183
VMPro Database
Interface 28, 182,
183
VMPro Networked 19
VMPro Servers 19,
80
VMPro TTS 28
VMPro VB Script 28
VMPRO VPIM 28
Vmprov5.voicescript
286, 287, 288, 289,
293, 299, 301, 304
Voice Question 62,
146, 168, 173, 177
Voice Question
Action 62, 168, 173,
177
Voice Recording 13,
125, 138, 197, 201
Voice Recording
Library options 197,
201
Voice Recording
Service 13
Voice Selection 102
Voicemail Email 11,
14, 19, 25, 39, 49,
50, 51, 54, 60, 61,
63, 81, 101, 107,
116, 121, 125, 138,
171, 209, 271, 319
Voicemail Email
Alerts 60
Voicemail Email enter
107
Voicemail email
forwarding 14
Voicemail Email
Integration 25, 138
Voicemail Email
Mode 60, 61, 125,
138, 171, 319
Voicemail Email
on/off 60
Voicemail Email
Reading 60, 107, 125
Voicemail Email/IMS
Lite 25
Voicemail Features
97
Voicemail functions
call 150
Voicemail functions
150
Voicemail Help 121,
125, 138
Voicemail Lite 11, 13,
15, 17, 18, 19, 29,
33, 39, 49, 60, 97,
122, 126, 130, 144,
147, 269, 270, 319
Voicemail Lite
Folders 29
Voicemail Mail Pro
147
Voicemail Mailbox
75, 76, 107
Voicemail Node 150
Voicemail On 11, 51,
121, 125, 127, 138,
270
Voicemail on/off 171
Voicemail Only 25
Voicemail Password
114
Voicemail
Password/Confirm
Password 122
Voicemail PIN 130
Voicemail Pro allows
actions 137
Voicemail Pro allows
137
Voicemail Pro
callflow 147
Voicemail Pro CD 25,
33, 39, 67, 81
Voicemail Pro Client
14, 29, 32, 33, 39,
46, 51, 54, 58, 67,
74, 81, 87, 109, 113,
147, 148, 196, 209,
272
Voicemail Pro
Components 14, 19
Voicemail Pro
Customization 275
Voicemail Pro
defaults
Intuity 270
Voicemail Pro
defaults 270
Voicemail Pro Dial
Plan 90
Voicemail Pro Fax
Operation 205
Voicemail Pro
Feature Licenses 28
Voicemail Pro
Features 13, 28
Voicemail Pro GUI
editing 30
Voicemail Pro GUI 30
Voicemail Pro
Installation 19, 25,
30, 32, 33, 39, 58,
63, 74, 79, 81, 101,
102
Installation & Maintenance
Voicemail Pro 3.0
Voicemail Pro
Language Switching
281
Voicemail Pro
Licenses 15, 97
Voicemail Pro
Networked
Messaging 19, 28,
79, 112, 272
Voicemail Pro
programming 147
Voicemail Pro RFA
28
Voicemail Pro RFA
16 28
Voicemail Pro
running 60
Voicemail Pro
Service 14, 18, 33,
39, 47, 49, 50, 51,
54, 58, 67, 81, 94,
116, 210
Voicemail Pro
Service back 47
Voicemail Pro
Software 11, 25, 50,
51, 54, 67, 81, 101
Voicemail Pro
support
TTS 101
Voicemail Pro
support 101, 270,
281
Voicemail Pro
supports
transfer 12
Voicemail Pro
supports 12, 101
Voicemail Pro TTY
Prompts 273
Voicemail Pro Web
campaign 39
Voicemail
Professional Server
47
Voicemail provides
number 137, 143
Voicemail provides
137, 143
Voicemail Reception
121, 125, 126, 152,
167, 171, 319
Voicemail
Reception/Operator
126
Voicemail Ringback
60, 125, 126, 127,
139, 269, 270
Voicemail Ringback
Number 126
Voicemail ringback
on/off 269
Voicemail rings
user 150
Voicemail rings 127,
150
Voicemail running
121
Voicemail Server
Directory 114, 115
Voicemail Server PC
25, 51, 97, 100, 170,
171, 177, 191
Voicemail Server
receives
call 150
Voicemail Server
receives 150
Voicemail Server
Speech Directory
114, 115
Voicemail support
Avaya G.150 32
Voicemail support 32
Voicemail System
Preferences 114, 122
Voicemail Tab 60,
100, 122, 125, 126,
135, 138, 141
Voicemail Telephone
Numbers 130
Voicemail Trusted
Source 126
Voicemail Type 97,
100, 122
VoicemailCollect 123,
128, 130, 133, 134,
142, 150, 186
Voicemails 63, 79
VoIP 15, 97
VoIP lines 97
VoIP/VCM Channels
15
Volume - Alter
speech 104
Volume - Alter 104
VPIM 79, 90
VPIM Machine
Administration 90
VPIM server 119
VPN 100
VPNM
incoming 94
Requirements 80
VPNM 19, 79, 80, 81,
87, 88, 90, 94, 109,
112, 119, 272
VPNM Accounts
Configuring 87
VPNM Accounts 87
VPNM configuration
79
VPNM destination 87
VPNM Port Field 90
VPNM ports 90
VPNM Preferences
88, 119
VPNM Receiver 94
Page 345
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
VPNM Server 79, 87,
94, 119
VPNM Server
Section 119
VPNM Support 81
VPNM system 87
VPNMreceiver
Service 88
VRL 12, 19, 25, 28,
114, 167, 195, 196,
197, 201, 203
VRL application 197,
201, 203
VRL Operation 25,
195
W
Wait
key 131
Wait 60, 121, 126,
127, 131, 138, 139,
165, 173, 175, 193,
194, 252, 275, 292,
299, 300, 301, 306,
307
Waiting Indication 60,
121, 126, 138, 139
Warning 16, 90, 100
Warning On/Off 196
Wav
Plays 178
Wav 12, 51, 54, 60,
61, 62, 63, 111, 157,
158, 176, 178, 260,
290, 291, 300, 301,
307, 319
Wav As String 300,
301
Wav Editor 157
WAV file 125, 138,
158, 178
Wav files 12, 51, 54,
60, 61, 62, 63, 111,
125, 138, 157, 158,
178, 307
Wave Editor 158
Wave Files 111, 178,
300, 301, 306
WAVS 290, 291, 300,
301, 303
Web
store 39
Web 19, 25, 32, 39,
67, 81, 191, 194
Web access 39, 191
Web Browser 25,
191, 194
Web browser access
campaigns 25
Web browser access
25
Web Component 39
Web Server 14, 19,
25, 32, 39, 67, 81,
191
Web Server
Operation 25
Websites 104
Wed 94
Week Planner 187,
188, 189
Installation & Maintenance
Voicemail Pro 3.0
Week Planner
element 189
Welcome 225, 248
What's New 12
Whilst PC's 25
Whisper Action 152,
173
Who’s Total Items 78
Windows
Components 211
Windows Control
Panel
Open 30
Windows Control
Panel 30, 47, 102,
109
Windows Explorer 29
Windows Millennium
Edition 25
Windows operating
system 46
Windows XP 19, 25,
223, 235
Windows XP
Professional 19, 25,
223, 235
Witness Systems 203
Wizard 12, 32, 33,
39, 54, 67, 81, 102,
113, 213, 223, 243
Wizard appears 33,
39, 81
Wizard fails
connect 33, 39, 67
Wizard fails 33, 39,
67
Work Group Member
54
X
Xitama Web Server
39
Xitami 14, 19, 25, 39
Xitami Web Server
25, 191
Xitami/cgi-bin 39
Xitami/webpages 39
XML 103, 104, 223
XML Parser 223
XML Tags
Entering 104
XML Tags 104
Y
Y 89, 90, 301, 307
YEAR/MONTH/DAY
HOUR 299
Z
Zetafax
During 245
Run 236, 237
Zetafax 235, 236,
237, 245
Zetafax configuration
tool 237, 243
Zetafax Exchange
Connector 236
Zetafax Server 235,
237
Zetafax tool
populate 239
Zetafax tool 239
Page 346
40DHB0002USAW Issue 13i (15th January 2005)
Voicemail Pro Installation
Performance figures and data quoted in this document are typical, and must be specifically
confirmed in writing by Avaya before they become applicable to any particular order or contract.
The company reserves the right to make alterations or amendments to the detailed
specifications at its discretion. The publication of information in this document does not imply
freedom from patent or other protective rights of Avaya or others.
Intellectual property related to this product (including trademarks) and registered to Lucent
Technologies have been transferred or licensed to Avaya.
All trademarks identified by the ® or ™ are registered trademarks or trademarks, respectively,
of Avaya Inc. All other trademarks are the property of their respective owners.
This document contains proprietary information of Avaya and is not to be disclosed or used
except in accordance with applicable agreements.
Any comments or suggestions regarding this document should be sent to
"wgctechpubs@avaya.com".
© 2004 Avaya Inc. All rights reserved.
Avaya
Sterling Court
15 - 21 Mundells
Welwyn Garden City
Hertfordshire
AL7 1LZ
England
Tel: +44 (0) 1707 392200
Fax: +44 (0) 1707 376933
Web: http://www.avaya.com
Installation & Maintenance
Voicemail Pro 3.0
Page 348
40DHB0002USAW Issue 13i (15th January 2005)
Open as PDF
Similar pages