Using Avaya Aura® Messaging R6.2

Using Avaya Aura® Messaging
Release 6.2
Issue 2.1
February 2013
© 2013 Avaya Inc.
All Rights Reserved.
Notice
While reasonable efforts have been made to ensure that the
information in this document is complete and accurate at the time of
printing, Avaya assumes no liability for any errors. Avaya reserves the
right to make changes and corrections to the information in this
document without the obligation to notify any person or organization of
such changes.
License types
Documentation disclaimer
“Documentation” means information published by Avaya in varying
mediums which may include product information, operating instructions
and performance specifications that Avaya generally makes available
to users of its products. Documentation does not include marketing
materials. Avaya shall not be responsible for any modifications,
additions, or deletions to the original published version of
documentation unless such modifications, additions, or deletions were
performed by Avaya. End User agrees to indemnify and hold harmless
Avaya, Avaya's agents, servants and employees against all claims,
lawsuits, demands and judgments arising out of, or in connection with,
subsequent modifications, additions or deletions to this documentation,
to the extent made by End User.
Link disclaimer
Avaya is not responsible for the contents or reliability of any linked
websites referenced within this site or documentation provided by
Avaya. Avaya is not responsible for the accuracy of any information,
statement or content provided on these sites and does not necessarily
endorse the products, services, or information described or offered
within them. Avaya does not guarantee that these links will work all the
time and has no control over the availability of the linked pages.
Warranty
Avaya provides a limited warranty on its hardware and Software
(“Product(s)”). Refer to your sales agreement to establish the terms of
the limited warranty. In addition, Avaya’s standard warranty language,
as well as information regarding support for this Product while under
warranty is available to Avaya customers and other parties through the
Avaya Support website: http://support.avaya.com. Please note that if
you acquired the Product(s) from an authorized Avaya reseller outside
of the United States and Canada, the warranty is provided to you by
said Avaya reseller and not by Avaya. “Software” means computer
programs in object code, provided by Avaya or an Avaya Channel
Partner, whether as stand-alone products or pre-installed on hardware
products, and any upgrades, updates, bug fixes, or modified versions.
Licenses
THE SOFTWARE LICENSE TERMS AVAILABLE ON THE AVAYA
WEBSITE, HTTP://SUPPORT.AVAYA.COM/LICENSEINFO ARE
APPLICABLE TO ANYONE WHO DOWNLOADS, USES AND/OR
INSTALLS AVAYA SOFTWARE, PURCHASED FROM AVAYA INC.,
ANY AVAYA AFFILIATE, OR AN AUTHORIZED AVAYA RESELLER
(AS APPLICABLE) UNDER A COMMERCIAL AGREEMENT WITH
AVAYA OR AN AUTHORIZED AVAYA RESELLER. UNLESS
OTHERWISE AGREED TO BY AVAYA IN WRITING, AVAYA DOES
NOT EXTEND THIS LICENSE IF THE SOFTWARE WAS OBTAINED
FROM ANYONE OTHER THAN AVAYA, AN AVAYA AFFILIATE OR AN
AVAYA AUTHORIZED RESELLER; AVAYA RESERVES THE RIGHT
TO TAKE LEGAL ACTION AGAINST YOU AND ANYONE ELSE
USING OR SELLING THE SOFTWARE WITHOUT A LICENSE. BY
INSTALLING, DOWNLOADING OR USING THE SOFTWARE, OR
AUTHORIZING OTHERS TO DO SO, YOU, ON BEHALF OF
YOURSELF AND THE ENTITY FOR WHOM YOU ARE INSTALLING,
DOWNLOADING OR USING THE SOFTWARE (HEREINAFTER
REFERRED TO INTERCHANGEABLY AS “YOU” AND “END USER”),
AGREE TO THESE TERMS AND CONDITIONS AND CREATE A
BINDING CONTRACT BETWEEN YOU AND AVAYA INC. OR THE
APPLICABLE AVAYA AFFILIATE (“AVAYA”).
2
Avaya grants you a license within the scope of the license types
described below, with the exception of Heritage Nortel Software, for
which the scope of the license is detailed below. Where the order
documentation does not expressly identify a license type, the
applicable license will be a Designated System License. The applicable
number of licenses and units of capacity for which the license is granted
will be one (1), unless a different number of licenses or units of capacity
is specified in the documentation or other materials available to you.
“Designated Processor” means a single stand-alone computing device.
“Server” means a Designated Processor that hosts a software
application to be accessed by multiple users.
Designated System(s) License (DS). End User may install and use
each copy of the Software only on a number of Designated Processors
up to the number indicated in the order. Avaya may require the
Designated Processor(s) to be identified in the order by type, serial
number, feature key, location or other specific designation, or to be
provided by End User to Avaya through electronic means established
by Avaya specifically for this purpose.
Concurrent User License (CU). End User may install and use the
Software on multiple Designated Processors or one or more Servers,
so long as only the licensed number of Units are accessing and using
the Software at any given time. A “Unit” means the unit on which Avaya,
at its sole discretion, bases the pricing of its licenses and can be,
without limitation, an agent, port or user, an e-mail or voice mail account
in the name of a person or corporate function (e.g., webmaster or
helpdesk), or a directory entry in the administrative database utilized
by the Software that permits one user to interface with the Software.
Units may be linked to a specific, identified Server.
Named User License (NU). You may: (i) install and use the Software
on a single Designated Processor or Server per authorized Named
User (defined below); or (ii) install and use the Software on a Server so
long as only authorized Named Users access and use the Software.
“Named User”, means a user or device that has been expressly
authorized by Avaya to access and use the Software. At Avaya’s sole
discretion, a “Named User” may be, without limitation, designated by
name, corporate function (e.g., webmaster or helpdesk), an e-mail or
voice mail account in the name of a person or corporate function, or a
directory entry in the administrative database utilized by the Software
that permits one user to interface with the Software.
Shrinkwrap License (SR). You may install and use the Software in
accordance with the terms and conditions of the applicable license
agreements, such as “shrinkwrap” or “clickthrough” license
accompanying or applicable to the Software (“Shrinkwrap License”).
Copyright
Except where expressly stated otherwise, no use should be made of
materials on this site, the Documentation, Software, or hardware
provided by Avaya. All content on this site, the documentation and the
Product provided by Avaya including the selection, arrangement and
design of the content is owned either by Avaya or its licensors and is
protected by copyright and other intellectual property laws including the
sui generis rights relating to the protection of databases. You may not
modify, copy, reproduce, republish, upload, post, transmit or distribute
in any way any content, in whole or in part, including any code and
software unless expressly authorized by Avaya. Unauthorized
reproduction, transmission, dissemination, storage, and or use without
the express written consent of Avaya can be a criminal, as well as a
civil offense under the applicable law.
Third Party Components
“Third Party Components” mean certain software programs or portions
thereof included in the Software that may contain software (including
open source software) distributed under third party agreements (“Third
Party Components”), which contain terms regarding the rights to use
certain portions of the Software (“Third Party Terms”). Information
regarding distributed Linux OS source code (for those Products that
have distributed Linux OS source code) and identifying the copyright
holders of the Third Party Components and the Third Party Terms that
Using Avaya Aura® Messaging R6.2
February 2013
Comments? infodev@avaya.com
apply is available in the Documentation or on Avaya’s website at: http://
support.avaya.com/Copyright. You agree to the Third Party Terms for
any such Third Party Components.
Preventing Toll Fraud
“Toll Fraud” is the unauthorized use of your telecommunications system
by an unauthorized party (for example, a person who is not a corporate
employee, agent, subcontractor, or is not working on your company's
behalf). Be aware that there can be a risk of Toll Fraud associated with
your system and that, if Toll Fraud occurs, it can result in substantial
additional charges for your telecommunications services.
Avaya Toll Fraud intervention
If you suspect that you are being victimized by Toll Fraud and you need
technical assistance or support, call Technical Service Center Toll
Fraud Intervention Hotline at +1-800-643-2353 for the United States
and Canada. For additional support telephone numbers, see the Avaya
Support website: http://support.avaya.com. Suspected security
vulnerabilities with Avaya products should be reported to Avaya by
sending mail to: securityalerts@avaya.com.
Trademarks
The trademarks, logos and service marks (“Marks”) displayed in this
site, the Documentation and Product(s) provided by Avaya are the
registered or unregistered Marks of Avaya, its affiliates, or other third
parties. Users are not permitted to use such Marks without prior written
consent from Avaya or such third party which may own the Mark.
Nothing contained in this site, the Documentation and Product(s)
should be construed as granting, by implication, estoppel, or otherwise,
any license or right in and to the Marks without the express written
permission of Avaya or the applicable third party.
Avaya, Avaya one-X, Octel, Audix, and Avaya Aura are registered
trademarks of Avaya Inc.
All non-Avaya trademarks are the property of their respective owners,
and “Linux” is a registered trademark of Linus Torvalds.
Mutare Message Mirror™ is a trademark of Mutare, Inc.
Downloading Documentation
For the most current versions of Documentation, see the Avaya
Support website: http://support.avaya.com.
Contact Avaya Support
See the Avaya Support website: http://support.avaya.com for product
notices and articles, or to report a problem with your Avaya product.
For a list of support telephone numbers and contact addresses, go to
the Avaya Support website: http://support.avaya.com, scroll to the
bottom of the page, and select Contact Avaya Support.
Using Avaya Aura® Messaging R6.2
February 2013
3
4
Using Avaya Aura® Messaging R6.2
February 2013
Comments? infodev@avaya.com
Contents
Chapter 1: Getting Started................................................................................................. 7
What you need..........................................................................................................................................
About the telephone user interfaces.........................................................................................................
Accessing help for your TUI......................................................................................................................
Mailbox access using a phone..................................................................................................................
Accessing the mailbox from your desk phone or soft phone............................................................
Accessing your mailbox from any phone..........................................................................................
Initializing your mailbox.............................................................................................................................
Logging in to User Preferences................................................................................................................
7
7
7
8
8
8
9
10
Chapter 2: Messaging from your e-mail client................................................................. 11
The Messaging toolbar.............................................................................................................................. 11
Prerequisite for playing a voice message......................................................................................... 12
Play on PC....................................................................................................................................... 12
Play on Phone.................................................................................................................................. 12
Voice Reply...................................................................................................................................... 14
Voice Forward.................................................................................................................................. 15
Call Sender....................................................................................................................................... 16
Call progress.................................................................................................................................... 16
Configuring your email client (Outlook)..................................................................................................... 17
Configuring Outlook 2010 for Avaya message store........................................................................ 17
Configuring Outlook 2007 for Avaya message store........................................................................ 19
Configuring Outlook 2003 for Avaya message store........................................................................ 21
Voice messages........................................................................................................................................ 22
MWI and message status................................................................................................................. 22
Private messages............................................................................................................................. 23
Moved messages............................................................................................................................. 23
Non Delivery Report notification................................................................................................................ 23
Chapter 3: Customizing Messaging.................................................................................. 25
About User Preferences............................................................................................................................ 25
Logging in to User Preferences................................................................................................................ 25
General preferences................................................................................................................................. 26
Messaging access number............................................................................................................... 26
Account Information......................................................................................................................... 27
Location and Language.................................................................................................................... 27
Mobile Phone or Pager..................................................................................................................... 27
Fax................................................................................................................................................... 28
Play On Phone................................................................................................................................. 28
Attendant.......................................................................................................................................... 28
Reach Me preferences.............................................................................................................................. 29
Configuring Reach Me...................................................................................................................... 30
Caller Categories.............................................................................................................................. 30
Call Handling.................................................................................................................................... 30
Defining your Reach Me numbers.................................................................................................... 32
Defining a Reach Me schedule........................................................................................................ 32
Using Avaya Aura® Messaging R6.2
February 2013
5
Reach Me default settings when re-enabled using the TUI..............................................................
Testing your Reach Me configuration...............................................................................................
Notify Me preferences...............................................................................................................................
Configuring phone notifications........................................................................................................
Configuring email notification...........................................................................................................
My Phone preferences..............................................................................................................................
Message playback order options......................................................................................................
Changing message playback speed................................................................................................
Enabling Rapid Prompts...................................................................................................................
Setting date and time announcement...............................................................................................
Setting addressing preferences........................................................................................................
Personal lists.............................................................................................................................................
Creating a personal list.....................................................................................................................
Editing a personal list.......................................................................................................................
Deleting a personal list.....................................................................................................................
Enhanced lists...........................................................................................................................................
Editing an enhanced list...................................................................................................................
About Greetings........................................................................................................................................
Configuring standard greetings........................................................................................................
Configuring optional greetings..........................................................................................................
Defining business hours...................................................................................................................
Changing your password..........................................................................................................................
From a phone...................................................................................................................................
From User Preferences....................................................................................................................
Advanced Tasks........................................................................................................................................
Broadcasting a message using the Aria TUI.............................................................................................
Broadcasting a message using the Audix TUI..........................................................................................
Chapter 4: Messaging with a Teletypewriter....................................................................
Teletypewriter overview.............................................................................................................................
Messaging teletypewriter user interface...................................................................................................
Important information for TTY users.........................................................................................................
Messaging and Teletypewriter signalling..................................................................................................
Log in to Messaging..................................................................................................................................
Dialing your extension...............................................................................................................................
Dialing Messaging.....................................................................................................................................
Using the Messaging teletypewriter user interface...................................................................................
Recording your name.......................................................................................................................
Recording and sending messages...................................................................................................
Getting and responding to messages...............................................................................................
Administer greetings.........................................................................................................................
Recording a combined spoken and TTY greeting............................................................................
Place a call to a another TTY user...................................................................................................
Troubleshooting the teletypewriter user interface.....................................................................................
Troubleshooting the teletypewriter user interface.............................................................................
Index.....................................................................................................................................
6
Using Avaya Aura® Messaging R6.2
33
33
33
34
35
35
36
36
37
37
38
38
39
39
41
41
42
43
43
44
45
45
45
46
46
46
47
49
49
49
50
50
51
51
52
53
54
54
55
56
56
57
58
58
61
February 2013
Chapter 1: Getting Started
What you need
Your administrator provides you with the following Messaging information:
• Messaging access number.
• Your mailbox number and temporary password.
• URL to access Avaya Aura Messaging User Preferences web page.
About the telephone user interfaces
Messaging offers the following telephone user interfaces (TUIs):
• Aria TUI for Messaging: The Aria TUI supports many of the features and menus of
traditional Octel Aria systems.
• Audix TUI for Messaging: The Audix TUI supports many of the features and menus of
traditional Audix and Intuity Audix systems.
Note:
Your TUI preferences only take affect after you log in to Messaging.
Accessing help for your TUI
For information on how to use your Telephone User Interface (TUI), refer to one of the following
documents:
• The Quick Reference Guide for Avaya Aura® Messaging (Aria)
• The Quick Reference Guide for Avaya Aura® Messaging (AUDIX)
Both these guides are available at the Messaging User Guides section at the Avaya Support
Web site. If you do not know which TUI you use, contact your administrator.
Using Avaya Aura® Messaging R6.2
February 2013
7
Getting Started
Mailbox access using a phone
To access your voice messages:
• Press the message button if your desk phone or soft phone has one, or
• Call the internal or external Messaging Access number.
Related topics:
Accessing the mailbox from your desk phone or soft phone on page 8
Accessing your mailbox from any phone on page 8
Accessing the mailbox from your desk phone or soft phone
Procedure
1. From your office desk phone or soft phone, do one of the following:
• Press the Voice mail or Message button.
• Dial the Messaging access number (internal). If you do not know your
Messaging access number, contact your administrator.
The system announces your name and prompts you for your password.
2. Enter your Messaging password and then press the pound key (#).
Accessing your mailbox from any phone
About this task
You can access your mailbox from anywhere by dialing one of the Messaging access numbers
or dialing the Automated Attendant, if it has been configured to allow access to the Messaging
system in your organization.
Procedure
1. Perform one of the following actions:
• From any external phone, dial the Messaging access number (external) and
press the pound key (#).
8
Using Avaya Aura® Messaging R6.2
February 2013
Comments? infodev@avaya.com
Initializing your mailbox
• If you use a phone belonging to another Messaging user within your
organization, dial the Messaging access number and press *.
• Dial the Automated Attendant number for your organization and press the
pound key (#).
2. Enter your mailbox number and press the pound key (#).
The system announces your name and prompts you to enter your password.
3. Enter your password and press the pound key (#).
Initializing your mailbox
About this task
During the initialization process, you customize your greetings and set a new password.
However, your mailbox remains operational even if you do not complete initialization. You can
complete initialization the next time you access your mailbox.
You initialize your mailbox when you:
• Change your temporary password.
• Record your name: The system uses your recorded name to identify you to other
Messaging users when the users send you a voice message. The system also uses your
recorded name in a system generated greeting that is played when callers reach your
mailbox. If your organization uses the Messaging automatic attendant, your recorded
name is played before the attendant transfers callers to your extension.
• Record your personal greeting: The system plays this greeting to callers when your phone
is busy or you do not answer a call. If you do not record a greeting, the system uses your
recorded name.
Procedure
1. Call the Messaging system.
2. Enter your temporary password and press the pound key (#).
Your temporary password is the password assigned by Administrator while creating
your mailbox. If you have already changed your temporary password on the
Password page in User Preferences, then enter your regular password.
3. Follow the prompts to change your password (if required).
4. Record your name. You can complete this step later.
• If you use the Aria TUI, follow the system prompts.
• If you use the AUDIX TUI, press 5 on your keypad and then follow the system
prompts.
Using Avaya Aura® Messaging R6.2
February 2013
9
Getting Started
5. Record your personal greeting. You can complete this step later.
• If you use the Aria TUI, follow the system prompts.
• If you use the AUDIX TUI, press 3 on your keypad and then follow the system
prompts.
Related topics:
Accessing help for your TUI on page 7
Mailbox access using a phone on page 8
Logging in to User Preferences
About this task
You can configure options for various Messaging features in the User Preferences Web
pages.
Procedure
1. To open the User Preferences Web pages,
• Click User Preferences on the Messaging toolbar in Outlook, or
• Open a web browser, type http://avayamsg/user in the address bar, and press
enter. This address may be different in your organization.
The system displays the Messaging User Preferences login page. Perform the
remaining steps on the login page.
2. In the Mailbox number field, enter your mailbox number.
3. In the Messaging password field, enter your password.
4. Click Log In.
The system displays the User Preferences General Web page.
Next steps
Configure your Messaging. For details, see General preferences on page 26.
10
Using Avaya Aura® Messaging R6.2
February 2013
Comments? infodev@avaya.com
Chapter 2: Messaging from your e-mail
client
The Messaging toolbar
The Messaging toolbar is a set of feature buttons that you can use to access your voice
messages from your Outlook email client.
The Messaging toolbar is only available for voice messages created by Avaya Aura®
Messaging. If you set up your User Preferences to receive a Notify Me email copy of each
voice message, the copies will appear in your designated email Inbox, but the Messaging
toolbar will not be available for these emails.
The Messaging toolbar has the following features:
• Play on PC
• Play on Phone
• Voice Reply
• Voice Forward
• Call Sender
• User Preferences
• Help
Related topics:
Prerequisite for playing a voice message on page 12
Play on PC on page 12
Play on Phone on page 12
Voice Reply on page 14
Voice Forward on page 15
Call Sender on page 16
Call progress on page 16
Using Avaya Aura® Messaging R6.2
February 2013
11
Messaging from your e-mail client
Prerequisite for playing a voice message
Ensure that your web browser has pop-ups enabled for internal web servers, since some
features (Play on Phone, Voice Reply, Voice Forward, and Call Sender) require pop-ups.
Play on PC
Play on PC allows you to play a voice message on your computer.
Using Play on PC
Before you begin
Ensure that Windows Media Player 9 or above is installed on your system. To update or install
the latest version of Windows Media Player, see http://www.microsoft.com/windows/
windowsmedia/.
Procedure
In an open voice message, click Play on PC on the Messaging toolbar.
Use the Pause/Resume, Stop, Rewind, and Forward buttons to control playback. The
Rewind and Forward buttons either rewind or advance the message by ten seconds.
Adjust the volume on your computer speakers or headset as required.
Play on Phone
Use Play on Phone to listen to your voice message on a telephone.
Using Play on Phone for the first time
When you use Play on Phone for the first time, you may need to provide your Messaging
mailbox number to associate it with your email identity. If so, you need to perform this task only
once.
Procedure
1. In the Mailbox number field, type your mailbox number.
2. Click Save.
12
Using Avaya Aura® Messaging R6.2
February 2013
Comments? infodev@avaya.com
The Messaging toolbar
Note:
If you need to clear this association, select Clear in the Advanced page of the
User Preferences. Once you clear this association, you will be prompted for your
mailbox number the next time you use Play on Phone. For more information, see
Advanced Tasks on page 46.
Using Play on Phone
About this task
If this is the first time you are using Play on Phone, use the following procedure: Using Play
on Phone for the first time on page 12.
Procedure
1. Use your email client to open your voice message and then navigate to the
Messaging toolbar.
2. Click Play on Phone.
The system displays the Phone number selection window (unless you previously
selected Always use this phone number. See step 3).
3. Select the phone you want to use to play the message.
• Select Extension to use your extension.
• Select Mobile to use your mobile phone. You can choose this option only if
your administrator has populated the mobile phone field in the internal
Messaging directory.
• Select Other Mobile to use another mobile phone. You can choose this option
if you have entered a mobile number on the Other mobile phone or pager
field on the User Preferences > General page.
Note:
Avaya Aura® Messaging supports only email based (SMTP) pager
notifications.
• Select Other to manually enter a number.
Select Always use this phone number to always use your selected phone number
for Messaging toolbar feature operations. You may reset this option on the User
Preferences > General page, Play on Phone section.
4. Click Call.
The system calls the selected number and displays the Call Progress window.
5. Answer the phone and enter your password, when prompted.
Using Avaya Aura® Messaging R6.2
February 2013
13
Messaging from your e-mail client
The system plays the voice message.
Voice Reply
Use the Voice Reply feature to reply to voice messages received from users in your
organization’s voice mail system.
Using Voice Reply
Procedure
1. Use your email client to open your voice message and then navigate to the
Messaging toolbar.
2. Click Voice Reply.
The system displays the Phone number selection window (unless you previously
selected Always use this phone number. See step 3).
3. Select the phone you want to use to send a voice reply.
• Select Extension to use your extension.
• Select Mobile to use your mobile phone. You can choose this option only if
your administrator has populated the mobile phone field in the internal
Messaging directory.
• Select Other Mobile to use another mobile phone. You can choose this option
if you have entered a mobile number on the Other mobile phone or pager
field on the User Preferences > General page.
Note:
Avaya Aura® Messaging supports only email based (SMTP) pager
notifications.
• Select Other to manually enter a number.
Select Always use this phone number to always use your selected phone number
for Messaging toolbar feature operations. You may reset this option on the User
Preferences > General page, Play on Phone section.
4. Click Call.
The system calls the selected number and displays the Call Progress window.
5. Answer the phone and enter your password, when prompted.
6. Record your voice reply.
14
Using Avaya Aura® Messaging R6.2
February 2013
Comments? infodev@avaya.com
The Messaging toolbar
Voice Forward
Use the Voice Forward feature to forward voice messages to callers in your organization’s
voicemail system. You can attach a voice introduction to the message being forwarded.
Using Voice Forward
Procedure
1. Use your email client to open your voice message and then navigate to the
Messaging toolbar.
2. Click Voice Forward.
The system displays the Phone number selection window (unless you previously
selected Always use this phone number. See step 3).
3. Select the phone you want to use to forward a voice message.
• Select Extension to use your extension.
• Select Mobile to use your mobile phone. You can choose this option only if
your administrator has populated the mobile phone field in the internal
Messaging directory.
• Select Other Mobile to use another mobile phone. You can choose this option
if you have entered a mobile number on the Other mobile phone or pager
field on the User Preferences > General page.
Note:
Avaya Aura® Messaging supports only email based (SMTP) pager
notifications.
• Select Other to manually enter a number.
Select Always use this phone number to always use your selected phone number
for Messaging toolbar feature operations. You may reset this option on the User
Preferences > General page, Play on Phone section.
4. Click Call.
The system calls the selected number and displays the Call Progress window.
5. Answer the phone and enter your password, when prompted.
6. Select your recipient(s) and follow the prompts to forward your message.
Using Avaya Aura® Messaging R6.2
February 2013
15
Messaging from your e-mail client
Call Sender
Use the Call Sender feature to call the person who left you the voice message.
Using Call Sender
Procedure
1. Use your email client to open your voice message and then navigate to the
Messaging toolbar.
2. Click Call Sender.
The system displays the Phone number selection window (unless you previously
selected Always use this phone number. See step 3).
3. Select the phone you want to use to call the sender.
• Select Extension to use your extension.
• Select Mobile to use your mobile phone. You can choose this option only if
your administrator has populated the mobile phone field in the internal
Messaging directory.
• Select Other Mobile to use another mobile phone. You can choose this option
if you have entered a mobile number on the Other mobile phone or pager
field on the User Preferences > General page.
Note:
Avaya Aura® Messaging supports only email based (SMTP) pager
notifications.
• Select Other to manually enter a number.
Select Always use this phone number to always use your selected phone number
for Messaging toolbar feature operations. You may reset this option on the User
Preferences > General page, Play on Phone section.
4. Click Call.
The system calls the selected number and displays the Call Progress window.
5. Answer the phone and enter your password, when prompted.
The system calls the sender.
Call progress
16
Using Avaya Aura® Messaging R6.2
February 2013
Comments? infodev@avaya.com
Configuring your email client (Outlook)
Call progress is automatically reported when you use Play on Phone, Voice Reply, Voice
Forward, or Call Sender.
The Call progress window automatically closes after 10 seconds.
If the call fails, the reason for the failure is displayed. The possible reasons for a call failure
are:
• No outgoing line is available.
• Called number is busy or does not answer.
• Dial out privileges are not sufficient.
• Specified number is not a valid number.
Configuring your email client (Outlook)
Messaging supports the following message stores:
• Avaya message store
• Exchange server
For voice message access, Outlook can be used with the Avaya Message Store or with
Exchange server. The procedure for configuring Outlook in each of these cases differs as
follows:
• Outlook with Avaya Message Store: In this case, you need to set up an IMAP email
account in Outlook to begin using voice messages.
The procedures for configuring Outlook 2010, Outlook 2007, and Outlook 2003 with Avaya
message store are listed here:
- Configuring Outlook 2010 for Avaya message store on page 17.
- Configuring Outlook 2007 for Avaya message store on page 19.
- Configuring Outlook 2003 for Avaya message store on page 21.
• Outlook with Exchange server as message store: You can directly use your designated
email account in Outlook without any additional configuration in order to access voice
messages
Configuring Outlook 2010 for Avaya message store
Before you begin
Ensure that the Messaging store type (provided by your administrator) is an Avaya message
store. Do not use this procedure if the Messaging store type is an Exchange server.
Using Avaya Aura® Messaging R6.2
February 2013
17
Messaging from your e-mail client
About this task
To configure Microsoft Office Outlook 2010, perform the following steps:
Procedure
1. Start Outlook.
2. On the Files menu, click Info and then click Add Account.
The system displays the Auto Account Setup dialog box.
3. Select the Manually configure server settings or additional server types check
box, and then click Next.
The system displays the Choose Service dialog box.
4. Select the Internet E-Mail check box, and then click Next.
The system displays the Internet E-mail Settings dialog box.
5. In the Your Name box, type your name, for example Michael J. Smith.
6. In the E-mail Address box, type the email address that you use for your Exchange
email.
7. In the Server Information section, select IMAP for Account Types.
8. In the Incoming mail server box, type the Messaging server address provided by
your administrator.
9. In the Outgoing mail server (SMTP) box, type the name of your Messaging server
address provided by your administrator. This is the same server as mentioned in
the previous step.
Note:
The Outgoing mail server (SMTP) is to be used by Messaging only. Do not send
emails using this account. To send emails, use your designated email account.
To reply to voice messages or to forward them, use the Messaging toolbar.
10. In the User Name box, type your Messaging mailbox number. For example,
4085557096.
11. In the Password box, type your Messaging password.
12. Click More Settings….
a. On the General tab, replace the default name for the mail account with Avaya
Aura Messaging or a similar designation to indicate that this is your voice
messages mailbox.
b. On the General tab, under Purge Options, select the Purge items when
switching folders while online check box.
Note:
By default, Outlook does not purge deleted messages automatically. This can
lead users to unexpectedly run out of space in their mailboxes. You can
configure Microsoft Outlook so that when you switch between folders, any
items you have marked for deletion are purged from the IMAP server. To
18
Using Avaya Aura® Messaging R6.2
February 2013
Comments? infodev@avaya.com
Configuring your email client (Outlook)
c.
d.
e.
f.
g.
h.
enable this feature, you must be working online and be connected to the
server.
Click the Advanced tab.
Select Auto for Use the following type of encrypted connection for both
Incoming and Outgoing servers in the Server Port Numbers section.
Click the Outgoing Server tab.
Select the My outgoing server (SMTP) requires authentication check box.
Select the Use same settings as my incoming mail server option.
Click OK.
13. Click Next when you finish entering this configuration information, and then click
Finish.
14. (Optional), You can also add your voice messages mailbox as a favorite folder:
a.
b.
c.
d.
In Outlook, click the mail folder.
To expand the folder, click the plus sign (+).
Select Inbox.
Right-click Inbox, and then select Add to Favorite Folders.
Configuring Outlook 2007 for Avaya message store
Before you begin
Ensure that the Messaging store type (provided by your administrator) is an Avaya message
store. Do not use this procedure if the Messaging store type is an Exchange server.
Procedure
1. Start Outlook.
2. On the Tools menu, click Account Settings....
3. On the E-mail tab, click New.
The system displays the Choose E-mail Service dialog box.
4. Select the Microsoft Exchange, POP3, IMAP, or HTTP check box, and then click
Next.
The system displays the Auto Account Setup dialog box.
5. Select the Manually configure server settings or additional server types check
box, and then click Next.
The System displays the Choose E-mail Service dialog box.
6. Select the Internet E-mail check box, and then click Next.
The System displays the Internet E-mail Settings dialog box.
7. In the Your Name box, type your name, for example Michael J. Smith.
Using Avaya Aura® Messaging R6.2
February 2013
19
Messaging from your e-mail client
8. In the E-mail Address box, type the email address that you use for your Exchange
email.
9. In the Server Information section, select IMAP for Account Types.
10. In the Incoming mail server box, type the Messaging server address provided by
your administrator.
11. In the Outgoing mail server (SMTP) box, type the name of your Messaging server
address provided by your administrator. This is the same server as mentioned in
the previous step.
Note:
The Outgoing mail server (SMTP) is to be used by Messaging only. Do not send
e-mails using this account. To send e-mails, use your designated email account.
To reply to voice messages or to forward them, use the Messaging Toolbar.
12. In the User Name box, type your Messaging mailbox number. For example,
4085557096.
13. In the Password box, type your Messaging password.
14. Click More Settings….
a. On the General tab, replace the default name for the mail account with Avaya
Aura Messaging or a similar designation to indicate that this is your voice
messages mailbox.
b. On the General tab, under Purge Options, select the Purge items when
switching folders while online check box.
Note:
c.
By default, Outlook does not purge deleted messages automatically. This can
lead users to unexpectedly run out of space in their mailboxes. You can
configure Microsoft Outlook so that when you switch between folders, any
items you have marked for deletion are purged from the IMAP server. To
enable this feature, you must be working online and be connected to the
server.
Click OK.
15. Click Next when you finish entering this configuration information, and then click
Finish.
16. (Optional), You can also add your voice messages mailbox as a favorite folder:
a.
b.
c.
d.
20
In Outlook, click the mail folder.
To expand the folder, click the plus sign (+).
Select Inbox.
Right-click Inbox, and then select Add to Favorite Folders.
Using Avaya Aura® Messaging R6.2
February 2013
Comments? infodev@avaya.com
Configuring your email client (Outlook)
Configuring Outlook 2003 for Avaya message store
Before you begin
Ensure that the Messaging store type (provided by your administrator) is an Avaya message
store. Do not use this procedure if the Messaging store type is an Exchange server.
About this task
To configure Microsoft Office Outlook 2003 and earlier versions of Outlook, perform the
following steps:
Procedure
1. Start Outlook.
2. On the Tools menu, click E-mail Accounts....
The system displays the E-mail Accounts dialog box.
3. Select the Add a new e-mail account check box under E-mail, and then click
Next.
The system displays the Server Type dialog box.
4. Select IMAP as the type of account that you are creating, and then click Next.
The system displays the Internet E-mail Settings (IMAP) dialog box.
5. In the Your Name box, type your name, for example Michael J. Smith.
6. In the E-mail Address box, type the email address that you use for your Exchange
email.
7. In the User Name box, type your Messaging mailbox number. For example,
4085557096.
8. In the Password box, type your Messaging mailbox password.
9. In the Incoming mail server box, type the Messaging server address provided by
your administrator.
10. In the Outgoing mail server (SMTP) box, type the name of your Messaging server
address provided by your administrator. This is the same server as mentioned in
the previous step.
Note:
The Outgoing mail server (SMTP) is to be used by Messaging only. Do not send
emails using this account. To send emails, use your designated email account.
To reply to voice messages or to forward them, use the Messaging toolbar.
11. Click More Settings….
a. On the General tab, replace the default name for the mail account with Avaya
Aura Messaging or a similar designation to indicate that this is your voice
messages mailbox.
Using Avaya Aura® Messaging R6.2
February 2013
21
Messaging from your e-mail client
b. On the General tab, under Purge Options, select the Purge items when
switching folders while online check box.
Note:
c.
By default, Outlook does not purge deleted messages automatically. This can
lead users to unexpectedly run out of space in their mailboxes. You can
configure Microsoft Outlook so that when you switch between folders, any
items you have marked for deletion are purged from the IMAP server. To
enable this feature, you must be working online and be connected to the
server.
Click OK.
12. Click Next when you finish entering this configuration information, and then click
Finish.
13. (Optional), You can also add your voice messages mailbox as a favorite folder:
a.
b.
c.
d.
In Outlook, click the mail folder.
To expand the folder, click the plus sign (+).
Select Inbox.
Right-click Inbox, and then select Add to Favorite Folders.
Voice messages
MWI and message status
Voice messages appear as unread until they are accessed over the phone or are marked as
read in your email client. The message waiting indicator (MWI) light on your desk phone
remains switched on as long as one or more voice messages in your Messaging Inbox are
marked as Unread. The MWI light is turned off when all voice messages in your Inbox are
marked as Read.
MWI behavior with the Aria TUI
• If you skip a message by pressing # before ten seconds of message playback has
elapsed, the message remains marked as Unread and the MWI lamp remains switched
on.
• If you skip a message by pressing # after ten seconds of message playback has elapsed,
the message is marked as Read.
• From Messaging 6.1 Service Pack 1 onwards, if you save a message, it is marked as
Read even if the message played back for less than ten seconds.
22
Using Avaya Aura® Messaging R6.2
February 2013
Comments? infodev@avaya.com
Non Delivery Report notification
MWI behavior with the Audix TUI
• As soon as you start reviewing a message, it is marked as Read.
• From Messaging 6.1 Service Pack 1 onwards, if you save a message, it is marked as
Read even if the message played back for less than ten seconds.
MWI behavior with Outlook
If Outlook is in cached mode when you delete a message, the MWI light switches off only after
the next synchronization between Outlook and Exchange .The MWI light is switched off when
there is any change in Outlook that influences the MWI, such as read or unread status change,
deletion of a message, or moving a message to another folder.
Private messages
If you need to protect your outgoing message from being forwarded by the recipient, mark it
as Private. When Avaya Message Store is the storage destination for Messaging:
• Recipients of a Private voice message can only access it from a phone.
• Private voice messages cannot be forwarded.
When Exchange is the storage destination, Private messages are flagged as private but
otherwise not protected.
Moved messages
Voice messages can be moved from your inbox to other folders like any other email. Once a
message is moved, it is no longer available over the phone.
Non Delivery Report notification
You receive a Non Delivery Report (NDR) or Delivery Status Notification (DSN) when the
system exhausts all attempts to deliver a voice mail to the listed recipients. NDRs are not
presented for Exchange users. NDRs may not include the original message information and
a recording of the original message sent.
Using Avaya Aura® Messaging R6.2
February 2013
23
Messaging from your e-mail client
24
Using Avaya Aura® Messaging R6.2
February 2013
Comments? infodev@avaya.com
Chapter 3: Customizing Messaging
About User Preferences
User Preferences is a web-based tool to customize settings for Messaging.
Note:
Some of these features may not be available in your organization. For details, contact your
administrator.
Logging in to User Preferences
About this task
You can configure options for various Messaging features in the User Preferences Web
pages.
Procedure
1. To open the User Preferences Web pages,
• Click User Preferences on the Messaging toolbar in Outlook, or
• Open a web browser, type http://avayamsg/user in the address bar, and press
enter. This address may be different in your organization.
The system displays the Messaging User Preferences login page. Perform the
remaining steps on the login page.
2. In the Mailbox number field, enter your mailbox number.
3. In the Messaging password field, enter your password.
4. Click Log In.
The system displays the User Preferences General Web page.
Next steps
Configure your Messaging. For details, see General preferences on page 26.
Using Avaya Aura® Messaging R6.2
February 2013
25
Customizing Messaging
General preferences
The following User Preference features are found on the General Web page:
• Messaging access number
• Account information
• Location and language
• Mobile phone or pager
• Fax
• Play on phone
• Attendant
Note:
Some of these features may not be available in your organization. For details, contact your
administrator.
Related topics:
Messaging access number on page 26
Account Information on page 27
Location and Language on page 27
Mobile Phone or Pager on page 27
Fax on page 28
Play On Phone on page 28
Attendant on page 28
Messaging access number
Messaging access numbers (internal and external) are used to access Messaging. Use the
internal number to dial from inside the office. The external number is the one that you dial from
outside the office. The internal and external Messaging access numbers are available on the
User Preferences > General page.
If you see more than one Messaging access number (internal or external), use the number
that is assigned to a language that you know.
26
Using Avaya Aura® Messaging R6.2
February 2013
Comments? infodev@avaya.com
General preferences
Account Information
Account information displays the following fields:
• Mailbox: Displays your assigned voice messaging mailbox number.
• Extension: Displays your assigned phone extension.
• Additional Extensions: Displays any additional phone extensions associated with your
mailbox. If the Additional extensions field is not displayed, no additional extensions are
configured for your mailbox.
Location and Language
Select your preferred time zone and language in the Location and Language section.
Time zone
Selecting a time zone affects the date and time announcement that is played when you listen
to a voice message using the telephone user interface. Changes to the time zone also impact
the Reach Me Schedule on the Reach Me screen.
Language
You can select the preferred language you want to use in the voice messaging system. If this
field is grayed out, only the default language is available. This setting affects the following:
• The language of the voice prompts you hear when accessing your Messaging mailbox
through the telephone user interface.
• The language used for your User Preferences Web screens.
Mobile Phone or Pager
You can use Mobile Phone or Pager for features such as:
• Notify Me (if enabled).
• Reach Me forwarding number.
• Other mobile phone when using Play on Phone, Voice Reply, Voice Forward, and Call
Sender in your email client.
For Mobile Phone or Pager: Select the Use this mobile phone or pager for "Notify Me"
and other features check box, and specify an alternate mobile phone or pager number.
Using Avaya Aura® Messaging R6.2
February 2013
27
Customizing Messaging
Note:
Avaya Aura® Messaging supports only email based (SMTP) pager notifications.
Fax
Faxes are sent to a designated email address. They are not stored in the voice messaging
system and hence, cannot be accessed by the TUI. Newly received faxes do not light the
Message Waiting Indicator. You can choose to receive the fax messages either at the email
address specified in your organization's internal directory or at an email address of your
choice.
The following option is available for Fax: Select Forward fax messages to and specify an
email address of your choice, other than the one present in the internal directory.
Note:
If you do not have the fax options on the General Web page, it implies that fax features have
been disabled at the system administration level.
Play On Phone
When you click Play on Phone, Voice Reply, Voice Forward, or Call Sender on the Messaging
toolbar, the system displays a pop-up window where you need to specify which phone is to be
used for the requested action. The Play on Phone settings on the User Preferences General
page provide options to manage this pop-up as follows:
• Always use this phone: Use this option to specify a phone number that you want to use
for Play on Phone, Voice Reply, Voice Forward, or Call Sender. This phone number will
automatically be used every time it is needed, and you will not be prompted with a popup for this purpose.
• Ask me every time which phone to use: Use this option to restore the default setting
where the system displays a pop-up that prompts you to select a phone each time you
use Play on Phone, Voice Reply, Voice Forward, or Call Sender.
Attendant
Attendant settings define where calls are forwarded when a caller presses 0 while listening to
your voice message greeting.
28
Using Avaya Aura® Messaging R6.2
February 2013
Comments? infodev@avaya.com
Reach Me preferences
The options available for Attendant are:
• Default attendant (operator): Calls are routed to the system attendant (operator).
• Personal attendant/assistant: Calls are routed to another phone number. You must
enter the phone number, which can be internal (typically a phone extension) or external
(any phone number formatting is acceptable).
Reach Me preferences
Reach Me settings are located on the Reach Me Web page in your User Preferences.
The Reach Me feature allows callers an opportunity to reach you on an alternate phone when
you do not answer or when your primary extension is busy. The Reach Me feature manages
how your incoming calls are forwarded based on the following:
• Caller priority - A priority status over other callers is given to the callers in the internal
directory.
• Call screening - You can screen the call before deciding to answer by asking the callers
to record their name.
• Forwarding numbers - For any incoming call, you can forward calls to up to three Reach
Me numbers.
• Schedule - You can forward calls during certain hours and on certain days defined by
you.
Note:
If you do not have a Reach Me Web page, the Reach Me features have been disabled at
the system administration level.
Related topics:
Configuring Reach Me on page 30
Caller Categories on page 30
Call Handling on page 30
Defining your Reach Me numbers on page 32
Defining a Reach Me schedule on page 32
Reach Me default settings when re-enabled using the TUI on page 33
Testing your Reach Me configuration on page 33
Using Avaya Aura® Messaging R6.2
February 2013
29
Customizing Messaging
Configuring Reach Me
Procedure
1. Categorize Your Callers
2. Define Incoming Call Handling
3. Define Your Reach Me Numbers
4. Define a Reach Me Schedule
5. Test Your Reach Me Preferences
Caller Categories
You can let the Reach Me feature handle all calls in an identical fashion, or define different call
handling actions for priority callers and other callers. Priority callers are all the voice messaging
users in the internal directory of the Messaging system.
To define caller categories:
1. Navigate to the User Preferences > Reach Me page.
2. Under the Caller Categories section
• Select Treat all callers the same if you want to set the same call handling
action for all callers.
• Select Distinguish between priority callers and other callers to setup
different call handling actions for regular callers and priority callers.
Call Handling
Call Handling settings are where:
• Reach Me is enabled, allowing you to forward your incoming calls.
• Call Screening is enabled, requesting that callers record their name so that you can decide
to accept or reject a forwarded call.
Related topics:
Configuring incoming call handling when treating all callers the same on page 31
Configuring incoming call handling with priority callers on page 31
30
Using Avaya Aura® Messaging R6.2
February 2013
Comments? infodev@avaya.com
Reach Me preferences
Call screening on page 32
Configuring incoming call handling when treating all callers the same
About this task
Options for Call Handling differ depending on how you chose to categorize your users. If you
selected the option to treat all callers the same:
Procedure
1. To enable Reach Me, select Forward calls to the Reach Me numbers below .
2. When Reach Me is enabled, you can use call screening.
To enable Call Screening, select the Before forwarding, ask callers to record
their name so I can screen the call check box.
3. To disable Reach Me, select Go to voice messaging.
Configuring incoming call handling with priority callers
About this task
Options for Call Handling differ depending on how you chose to categorize your users. If you
chose to distinguish between priority callers and other callers, the system presents you with
options to define call handling for priority callers and other callers separately.
Procedure
1. To enable Reach Me for either priority callers, other callers or both, select Forward
calls to the Reach Me numbers below.
2. When Reach Me is enabled, you can use call screening.
To enable Call Screening for either priority callers, other callers or both, select
Before forwarding, ask callers to record their name so I can screen the call
check box.
3. If you do not want Reach Me enabled, select Go to voice messaging.
Using Avaya Aura® Messaging R6.2
February 2013
31
Customizing Messaging
Call screening
Call Screening is part of the Reach Me feature and is enabled under the Call Handling section
found on the Reach Me Web page in your User Preferences. When Call Screening is enabled:
• callers are prompted to record their name before a call is forwarded.
• the recorded name is played when you receive the forwarded call, and you can accept or
reject the call.
If rejected, the caller is told that you are unavailable and is routed to your Messaging
mailbox.
Defining your Reach Me numbers
Before you begin
These settings are applicable only when Reach Me is enabled.
About this task
With Reach Me enabled, incoming calls can be forwarded to up to three numbers. The
Messaging system tries to reach you at all your Reach Me numbers, by dialling them one at a
time, before forwarding a call to your Messaging mailbox.
To define Reach Me numbers:
Procedure
1. From the drop-down boxes, select the forwarding numbers.
2. For each Reach Me Number, specify a ring threshold. For most phones, 3 rings is
a good choice.
Defining a Reach Me schedule
Before you begin
These settings are applicable only when Reach Me is enabled.
About this task
When you enable Reach Me, you can set up a Reach Me schedule to forward calls during a
certain time period and for specific days of the week. By default, calls are forwarded between
9:00 AM and 5:00 PM, Monday through Friday.
32
Using Avaya Aura® Messaging R6.2
February 2013
Comments? infodev@avaya.com
Notify Me preferences
To set up a Reach Me schedule:
Procedure
1. Select Forward calls only between.
2. Select a start and stop time.
3. Select the days that you would like the schedule to be in effect.
The system does not forward calls outside the schedule. If your extension rings and
you do not answer, the call is routed to your mailbox.
Reach Me default settings when re-enabled using the TUI
You can enable or disable Reach Me by using the TUI or by using the User Preferences Web
pages. If you use the TUI to re-enable Reach Me, the system:
• Enables call forwarding to previously defined Reach Me numbers.
• Enables the 'Treat all callers the same' option.
• Disables call screening.
• Enables Reach Me scheduling.
Testing your Reach Me configuration
After you configure your Reach Me settings, call your extension from a separate phone to
experience exactly what your callers experience. This is important for testing defined ring
thresholds and forwarding settings.
You have successfully configured your Reach Me settings if your test call is forwarded to all
specified phone numbers, one by one and then finally, to your Messaging mailbox.
Notify Me preferences
Notify Me settings are located on the Notify Me Web page in your User Preferences.
Using Avaya Aura® Messaging R6.2
February 2013
33
Customizing Messaging
The Notify Me feature sends you a notification when you receive a new voice message. You
receive the notification by:
• Text message to your mobile phone.
• Phone call to your mobile phone.
• Page notification to your pager.
• Email notification to your email address.
Note:
• If you do not have a Notify Me Web page, notification features have been disabled at
the system administration level. Similarly, if one of the described notification options is
not available, it has been disabled by the administrator.
• Avaya Aura® Messaging supports only email based (SMTP) pager notifications.
Related topics:
Configuring phone notifications on page 34
Configuring email notification on page 35
Configuring phone notifications
Before you begin
To enable text message or page notifications you must define a mobile phone or pager number.
To set up your mobile phone or pager number, specify the phone number in the Mobile Phone
or Pager section in General preferences. Avaya Aura® Messaging supports only email based
(SMTP) pager notifications.
About this task
To configure phone notifications, perform the following steps on the Notify Me Web page of
your User Preferences:
Procedure
1. On the Notify Me Web page of User Preferences, under Phone Notifications select
Notify me when a new voice message arrives.
2. Select one of the following notification options:
a. To receive notifications through a phone call, select With a phone call to:
The system displays the phone number you specified in the Other mobile
phone or pager field on the General Web page.
b. To receive notifications as text message or pager notifications, select With a
text message or page to:
The system displays the phone number you specified in the Other mobile
phone or pager field on the General Web page.
34
Using Avaya Aura® Messaging R6.2
February 2013
Comments? infodev@avaya.com
My Phone preferences
c.
If you choose this option, you must select your service provider from the Mobile
provider drop-down list. Contact your system administrator if the system does
not display your mobile provider in the drop-down list.
Select Only for important messages if you want to receive notifications only
for high Importance voice messages.
3. Click Save.
Configuring email notification
You can receive an email notification of a new voice message to a specified email account.
For email notifications, the Messaging toolbar is not available.
Procedure
1. On the Notify Me Web page of User Preferences, under Email Notifications, select
the Email me a notification for each voice message check box.
2. In the To email address text box, enter the email address to which email
notifications need to be sent.
3. Select the Include the recording check box if you want to include the recording of
the voice message. For Private messages, the voice message recording may not
be included even if this check box is selected, depending on the system
configuration.
My Phone preferences
User preferences on the My Phone Web page allows you to customize your preferences when
using the telephone user interface.
The following user preference features are found on the My Phone Web page:
• Message Playback Order
• Message Playback Speed
• Prompt Level
• Date and Time Announcement
• Voice Recognition for Addressing Preferences
Using Avaya Aura® Messaging R6.2
February 2013
35
Customizing Messaging
Note:
If one of the described phone preference features is not available on the My Phone Web
page, it has been disabled by the administrator.
Related topics:
Message playback order options on page 36
Changing message playback speed on page 36
Enabling Rapid Prompts on page 37
Setting date and time announcement on page 37
Setting addressing preferences on page 38
Message playback order options
When reviewing messages using the phone, you can change the order in which you hear
messages. By default, messages are played starting with the newest message. You can set
the Message playback order independently for unread, read, and saved messages.
For unread messages, read messages and saved messages:
1. Select Play newest first to hear messages starting with the newest message
first.
2. Select Play oldest first to hear messages starting with the oldest message first.
3. Select Play important messages before others is selected to hear urgent
messages first.
Changing message playback speed
About this task
When reviewing messages using the phone, by default, they are initially played at normal
speed, or 100%. Telephone keypad options are available to speed up or slow down the
message during review. By setting the Message Playback Speed, you can choose a slower or
faster default speed at which all messages are initially played. After setting a slower or faster
default playback speed, the telephone keypad options are still available to further speed up or
slow down an individual message during review.
Procedure
1. To hear messages at a slower than normal speed, choose one of the following (in
order of slowest to fastest):
• 70%
• 85%
36
Using Avaya Aura® Messaging R6.2
February 2013
Comments? infodev@avaya.com
My Phone preferences
• 90%
2. To hear messages at a faster than normal speed, choose one of the following (in
order of slowest to fastest):
• 125%
• 175%
3. To return to normal speed, select 100%.
Enabling Rapid Prompts
About this task
Rapid prompts are a set of short, condensed phone prompts that replace the standard phone
prompts. Because they are much shorter, rapid prompts help you save time. For example, for
the standard prompt 'Message sent. Only your introduction will be heard before the original
message', the corresponding rapid prompt is 'Sent'.
Use rapid prompts only if you are familiar with the standard prompts and do not need to hear
instructions in detail each time you use Messaging. If you cannot see the Use Rapid
Prompts check box on the My Phone page in User Preferences, your administrator has not
setup rapid prompts on the Messaging system or you have not selected a language that
supports rapid prompts on the General page in User Preferences.
Rapid prompts are currently only available in US English for the Aria TUI .
To enable rapid prompts on your phone:
Procedure
1. Enable the Use Rapid Prompts check box on the My Phone page in User
Preferences.
Setting date and time announcement
Procedure
1. Select Announce date and time for each message to hear the date and time that
a message was received before reviewing it from the telephone user interface.
Using Avaya Aura® Messaging R6.2
February 2013
37
Customizing Messaging
Setting addressing preferences
About this task
Messaging provides the following options to select recipients for a message:
1. Voice recognition: You can use Voice recognition to select recipients or distribution
lists by speaking their full name (as listed in the internal directory or as defined by
you for your personal lists).
2. Telephone keypad: You can use the telephone keypad to select recipients or
distribution list by using the keypad to spell their name or enter their mailbox
number.
Procedure
1. To set your addressing preferences, select one of the following options:
• Select Using voice or keypad to use both voice recognition and the telephone
keypad to select voice message recipients.
• Select Using keypad only to use only the telephone keypad to select voice message
recipients.
Note:
Some of these features may not be available in your organization. For details,
contact your administrator.
Personal lists
When you want to send a voice message to many voice messaging recipients, you can create
one or more personal distribution lists in the Personal Lists page of your User Preferences
Web page.
Related topics:
Creating a personal list on page 39
Editing a personal list on page 39
Deleting a personal list on page 41
38
Using Avaya Aura® Messaging R6.2
February 2013
Comments? infodev@avaya.com
Personal lists
Creating a personal list
Procedure
1. In the User Preferences Web page, click Personal Lists.
2. In the Personal Lists Web page, click Add New List.
3. In the List name text box, specify a name for your personal list. You can use this
name when addressing an outgoing message.
4. From the List number drop-down list, select a list number. The list number ranges
from 11 to 99.
5. In the New member (mail box) text box, enter the mailbox number of the member
that you want to add to your personal list, and then click Add.
The system displays the First Name, Last Name, and Mailbox of the newly added
member.
6. Continue adding members until you have all the names you would like to include in
your personal list. The maximum number of members that you can add in a personal
list is 100.
7. Click Save.
The maximum number of personal lists that you can create is 99.
Editing a personal list
Procedure
1. From the Personal list: drop-down list, select the personal list that you want to
edit.
2. Click Edit.
3. You can perform the following actions:
• Edit the list name
• Change the list number
• Delete existing members
• Add new members
Using Avaya Aura® Messaging R6.2
February 2013
39
Customizing Messaging
Related topics:
Editing the list name on page 40
Changing the list number on page 40
Deleting existing members on page 40
Adding new members on page 41
Editing the list name
Procedure
1. In the List name: text box, type the new name of the list.
2. Click Save.
Changing the list number
Procedure
1. From the List number: drop-down list, select an available new list number for your
personal list.
2. Click Save.
Deleting existing members
Procedure
1. In the Members: list, identify the member you want to delete, and then click
Delete.
2. Continue deleting members until you have deleted all the members you would like
to remove from your personal list.
3. Click Save.
40
Using Avaya Aura® Messaging R6.2
February 2013
Comments? infodev@avaya.com
Enhanced lists
Adding new members
Procedure
1. In the New member (mailbox): text box, enter the mailbox number of the member
you would like to add to your existing personal list.
2. Continue adding members until you have added all the members you would like to
have in your personal list.
3. Click Save.
Deleting a personal list
Procedure
1. From the Personal list drop-down list, select the personal list that you want to
delete.
2. Click Delete.
3. Click OK to confirm.
Enhanced lists
Using the Enhanced List page, you can add or delete members of enhanced lists defined by
the system administrator.
Note:
You can only see the Enhanced List User Preferences Web page if the system administrator
added you to the administrator list for at least one enhanced list.
Related topics:
Editing an enhanced list on page 42
Using Avaya Aura® Messaging R6.2
February 2013
41
Customizing Messaging
Editing an enhanced list
Procedure
1. In the User Preferences Web page, click Enhanced Lists.
2. From the Enhanced list: drop-down list, select the enhanced list that you want to
edit.
3. Click Edit.
4. You can perform the following actions:
• Delete existing members
• Add new members
Related topics:
Deleting existing members on page 42
Adding new members on page 42
Deleting existing members
Procedure
1. In the Members: list, identify the member you want to delete, and then click
Delete.
2. Continue deleting members until you have deleted all the members you would like
to remove from your enhanced list.
3. Click Save.
Adding new members
Procedure
1. In the New member: text box, enter the mailbox number or email address of the
member you would like to add to your existing enhanced list.
2. Continue adding members until you have added all the members you would like to
have in your enhanced list.
42
Using Avaya Aura® Messaging R6.2
February 2013
Comments? infodev@avaya.com
About Greetings
3. Click Save.
About Greetings
Greetings are pre-recorded messages that are automatically played to callers, when a call
goes to voice mail. If you do not customize your greetings, the default Messaging system
greetings are played
Personal greeting: This is a standard greeting that is played when your line is busy or when
you are unable to pick up the call. You can record a single greeting for all circumstances or
one greeting for when your line is busy and another greeting for when you are unable to pick
up the call.
Extended Absence Greeting (EAG): You can record an Extended Absence Greeting to let
callers know that you will be away from the office and won’t be able to reply quickly to their
messages.
Optional greetings: These are greetings that play based on a set of configurable rules. For
instance, you can set up optional greetings to play during office hours, to all internal callers
who get no answer on your phone.
To configure your greetings from a phone, refer to one of the following documents:
• The Quick Reference Guide for Avaya Aura® Messaging (Aria)
• The Quick Reference Guide for Avaya Aura® Messaging (Audix)
Both these guides are available at the Messaging User Guides Section at the Avaya Support
Web site. If you do not know which TUI you use, contact your administrator.
Related topics:
Configuring standard greetings on page 43
Configuring optional greetings on page 44
Defining business hours on page 45
Configuring standard greetings
You can configure settings for your standard greetings from the Greetings tab on the User
Preferences Web pages. If some of these greetings are not be visible to you, it means that
they have been disabled at the administrator level.
Using Avaya Aura® Messaging R6.2
February 2013
43
Customizing Messaging
Procedure
1. To activate your Personal greeting, select the Active check box on the personal
greeting row.
2. To activate your Extended Absence greeting, select the Active check box on the
extended absence greeting row.
3. If you want a greeting to expire within a certain time limit, select the Enable
Expiry check box, and set the Expiration Date/Time for that greeting.
4. Click Save.
Configuring optional greetings
You can configure settings for your optional greetings from the Greetings tab on the User
Preferences Web pages. If optional greetings are not be visible to you, it means that they have
been disabled at the administrator level.
Procedure
1. Activate an optional greeting of your choice by selecting the Active check box for
that greeting.
2. Enter a description for the selected greeting in the Description field.
3. Select a call type from the All / Internal / External drop-down list box.
• To set the optional greeting to play for all calls, select All.
• To set the optional greeting to play for internal calls only, select Internal.
• To set the optional greeting to play for external calls only, select External.
4. Select a phone status from the All / Busy / No Answer drop-down list box.
• To set the optional greeting to play for all calls, select All.
• To set the optional greeting to play only when your phone is busy, select
Busy.
• To set the optional greeting to play only when a caller gets no answer on your
phone, select No Answer.
5. Select a time zone from the All / Office Hours / Non Office Hours drop-down list
box. The office hours are defined in the Business Hours section.
• To set the optional greeting to play at all times, select All.
• To set the optional greeting to play only during office hours, select Office
Hours.
44
Using Avaya Aura® Messaging R6.2
February 2013
Comments? infodev@avaya.com
Changing your password
• To set the optional greeting to play only during non office hours, select Non
Office Hours.
6. Click Save.
Defining business hours
Before you begin
These settings are applicable only when greetings are enabled.
About this task
You can customize your business hours and set up the time period on each day, for specific
days of the week. By default, business hours are between 9:00 AM and 5:00 PM, Monday
through Friday.
Procedure
1. On the Greetings tab, set the start and end times for the Business Hours
Between fields.
2. Define the days of your work week, by individually selecting the check box adjacent
to each day of the week.
Changing your password
From a phone
About this task
To change your password from a phone, refer to one of the following documents:
• The Quick Reference Guide for Avaya Aura® Messaging (Aria)
• The Quick Reference Guide for Avaya Aura® Messaging (Audix)
Both these guides are available at the Messaging User Guides Section at the Avaya Support
Web site. If you do not know which TUI you use, contact your administrator.
Using Avaya Aura® Messaging R6.2
February 2013
45
Customizing Messaging
From User Preferences
About this task
To change the password using User Preferences, perform the following steps:
Procedure
1. On the User Preferences Web page, click Password.
2. Enter a new password, and confirm it.
3. Click Change.
Advanced Tasks
The Advanced User Preferences screen allows you to reset the association between your
Messaging mailbox and your email identity.
Select Clear to clear the association between your Messaging mailbox and your email
identity.
Note:
You will be prompted for your mailbox number the next time you use Play on Phone.
Broadcasting a message using the Aria TUI
Using the Aria TUI, you can broadcast a system-level or site-level message to your
organization. Messaging can store a maximum of only one system-level message and one
site-level message for each site configured on the system. Recipients of a broadcast message
can access at most two recent broadcast messages at any given time. If another broadcast
message is received, Aria TUI overwrites the existing message. The system plays the
broadcast messages in the following order.
• System broadcast
• Site broadcast
Before you begin
Your user account needs to be set up with the broadcasting feature enabled. For details,
contact your administrator.
46
Using Avaya Aura® Messaging R6.2
February 2013
Comments? infodev@avaya.com
Broadcasting a message using the Audix TUI
Procedure
1. From the main menu, press 9 to access the broadcast menu.
2. To record a new broadcast message, press 2.
3. To approve the message you just recorded, press #.
4. To deliver the message, press # at the prompt.
Broadcasting a message using the Audix TUI
Using the Audix TUI, you can broadcast a message to your organization. Recipients of a
broadcast message can only access the most recent broadcast message at any given time. If
another broadcast message is received, Audix TUI overwrites the existing message.
Before you begin
Your user account needs to be set up with the broadcasting feature enabled. For details,
contact your administrator.
Procedure
1. Create a new message by pressing 1. Follow the prompts and record your
message.
2. To approve the message you just recorded, press #.
3. When you are prompted to add recipients, press #. No recipients will be added.
4. To mark the message for broadcast, press 8.
5. To deliver the message, press #
Using Avaya Aura® Messaging R6.2
February 2013
47
Customizing Messaging
48
Using Avaya Aura® Messaging R6.2
February 2013
Comments? infodev@avaya.com
Chapter 4: Messaging with a Teletypewriter
Teletypewriter overview
A teletypewriter (TTY) is a data terminal that people who are hearing impaired or speech
impaired can use to transmit and receive text through a telephone system. A TTY is also
referred to as Telecommunications Device for the Deaf, or TDD. A typical TTY resembles the
keyboard of a laptop computer with a one-line or a two-line alphanumeric display. The TTY is
silent when it is not used to transmit text. As a user types on the device, the TTY emits audio
tones that the telephone network transmits.
Not all TTY users transmit and receive messages with TTY devices. Approximately half of the
people who rely on TTY devices are hearing impaired, but can speak clearly. They often prefer
to receive messages on their TTY devices and then speak in response. This process is referred
to as Voice Carry Over, or VCO.
Messaging only supports the Audix TUI with the TTY devices. Also, Messaging does not
provide automatic TTY support in Messaging mailboxes. Administrators need to enable TTY
support. In Messaging, administrators can configure mailboxes so that callers can select TTYformat, or voice prompting from the same mailbox.
Messaging teletypewriter user interface
In Messaging, the administrator installs the US English TTY language pack to provide the TTY
support. The TTY prompts make most Messaging features available to users of TTY devices.
Messaging users can send, receive, and respond to TTY messages with a TTY device. Users
press the same telephone keys to send, receive, and respond to TTY messages and voice
messages.
Users whose mailboxes are set up for TTY can:
• Use the TTY language for most Messaging menus, prompts, and messages.
• Use Messaging to answer incoming telephone calls with a TTY greeting.
Callers can use the Messaging TTY or voice prompts when they record messages.
Messaging also supports the use of TTY and voice during the same call. For example, during
a VCO session, a user can receive a prompt in TTY format and then record a voice message.
Using Avaya Aura® Messaging R6.2
February 2013
49
Messaging with a Teletypewriter
Hearing impaired people who speak clearly can receive messages with a TTY device and send
a voice message during the same call.
Important information for TTY users
Obtaining the recommended hardware
Ensure that you use push-button or touchtone dialing during your call to make menu selections
or enter data. Many TTY devices, including the Avaya Model 8840 TTY, can generate
touchtones to dial a number. However, after the call is connected, these devices switch
automatically from touchtone mode to TTY mode. For this reason, you need to use a separate
touchtone telephone with the TTY device. One way to do this is to use an acoustic coupler to
connect the TTY device and the telephone.
An alternative approach is to use the TTY with an Avaya IP Softphone. Configure the IP
Softphone to be in Telecommuter mode and designate the TTY device as the associated
analog telephone. The IP Softphone user interface allows touchtones to be transmitted to
Messaging.
Understanding the Messaging prompts
When you use Messaging with a TTY device, the system displays menus and prompts on the
TTY device. The menus and prompts present options for Messaging features. Frequently, you
get Messaging prompts to press numbers or type letters and characters on the telephone
keypad. When you press the keys on the telephone keypad in response to the prompts, you
send commands in the form of touchtone signals to Messaging. The only time that you type
on the TTY device is after you receive the Go Ahead (GA) prompt.
Converting teletypewriter tones to text
When you receive a voice message, the TTY device either displays no text, or occasional
random characters. When a message contains voice, the signal indicator on the TTY device
fluctuates randomly. The TTY device converts the TTY tones to text on the TTY device display,
but cannot similarly convert audio voice messages to text. If necessary, request assistance
from another person, such as a relay operator.
Messaging and Teletypewriter signalling
Two Messaging TUI options interfere with the signaling between Messaging and TTY devices.
TTY device users cannot use TUI features that:
• Adjust the playback speed of a voice message.
• Skip forward or backward within a message while the message is playing.
50
Using Avaya Aura® Messaging R6.2
February 2013
Comments? infodev@avaya.com
Log in to Messaging
For example, if you change the playback rate of a Messaging TTY message, you also change
the baud rate of the transmission. Messaging and the receiving TTY device are no longer
synchronized.
Note:
These TUI features might not be available for your TUI.
For more information about TTY related troubleshooting, see Typographical errors and missing
characters in messages on page 58.
Log in to Messaging
You can log in to Messaging in two ways:
Option 1: Dialing your extension
If TTY is used as one of the default languages for your organization, then Messaging can send
all prompts and messages in TTY format. See the related links for the detailed procedure.
Option 2: Dialing Messaging
When Messaging answers your call, you receive instructions with prompts spoken in the default
language for your organization. In this case, you need to select the TTY language option before
you can proceed. If your organization has a separate number that will send prompts in TTY
only, use that number to access Messaging. See the related links for the detailed procedure.
For more information, see Mailbox access using a phone on page 8.
Dialing your extension
About this task
Use the following procedure to use a TTY device directly:
Procedure
1. Dial your telephone number.
2. If the extension does not have an associated mailbox and TTY is not the Site default
language for this Messaging number, and there are additional languages available:
a. If TTY is configured as first additional language, press 2. Messaging prompts
“TO SEE ENGLISH TTY DIAL TWO”.
b. If TTY is configured as second additional language, press 3. Messaging
prompts “TO SEE ENGLISH TTY DIAL THREE”.
If TTY is not selected, Messaging plays a spoken message.
Using Avaya Aura® Messaging R6.2
February 2013
51
Messaging with a Teletypewriter
Note:
The signal indicator light on the TTY device flickers to indicate that Messaging
answered the call. Look at the signal indicator to determine whether Messaging
answered the call. If you cannot determine that Messaging answered the call,
wait 10 seconds after you dial and continue.
3. If you are placing the call from your office extension, you receive a Messaging
prompt to enter your password in TTY. Dial your password, and press the pound
key (#).
4. If you are calling from another extension or from outside your organization, use one
of the following telephone key combinations:
• If the extension does not have an associated mailbox, press the pound key (#).
- Dial your mailbox number.
- Dial your password. After that, Messaging switches to your selected
language and prompts you to enter the password.
- Press the pound key (#).
• If the extension has an associated mailbox, you receive a Messaging prompt to
enter your password in TTY. Dial your password, and press the pound key (#).
Result
You are now logged in to your mailbox. The TTY device displays your name and informs you
if have any new messages. The TTY device displays a menu of options.
Next steps
To choose an option, press the appropriate telephone key.
Dialing Messaging
About this task
Use the following procedure to dial in to Messaging, and then use the TTY device.
Procedure
1. Dial the telephone number of the Messaging system.
2. If the extension does not have an associated mailbox and TTY is not the Site default
language for this Messaging number, and there are additional languages available:
a. If TTY is configured as first additional language, press 2. Messaging prompts
“TO SEE ENGLISH TTY DIAL TWO”.
52
Using Avaya Aura® Messaging R6.2
February 2013
Comments? infodev@avaya.com
Using the Messaging teletypewriter user interface
b. If TTY is configured as second additional language, press 3. Messaging
prompts “TO SEE ENGLISH TTY DIAL THREE”.
If TTY is not selected, Messaging plays a spoken message.
Note:
The signal indicator light on the TTY device flickers to indicate that Messaging
answered the call. Look at the signal indicator to determine whether Messaging
answered the call. If you cannot determine that Messaging answered the call,
wait 10 seconds after you dial and continue.
3. If you are placing the call from your office extension, you receive a Messaging
prompt to enter your password in TTY. Dial your password, and press the pound
key (#).
4. If you are calling from another extension or from outside your organization, use one
of the following telephone key combinations:
• If the extension does not have an associated mailbox, press the pound key (#).
- Dial your mailbox number.
- Dial your password. After that, Messaging switches to your selected
language and prompts you to enter the password.
- Press the pound key (#).
• If the extension has an associated mailbox, you receive a Messaging prompt to
enter your password in TTY. Dial your password, and press the pound key (#).
Result
Your extension and password identify you as a valid user.
You are now logged in to your mailbox. The TTY device displays your name and whether you
have new messages. The TTY device displays a menu of options.
Next steps
To choose an option, press the appropriate telephone key.
Using the Messaging teletypewriter user interface
Related topics:
Recording your name on page 54
Recording and sending messages on page 54
Getting and responding to messages on page 55
Administer greetings on page 56
Using Avaya Aura® Messaging R6.2
February 2013
53
Messaging with a Teletypewriter
Recording a combined spoken and TTY greeting on page 56
Place a call to a another TTY user on page 57
Recording your name
About this task
The Messaging system stores your name in your mailbox. To change your name, follow the
TTY prompts for your TUI. When Messaging prompts you to record your name, use your TTY
device to type your name. Ensure that you wait for the GA prompt before you start to type.
Note:
To ensure that the text you type displays correctly when played back, do the following on
your TTY device before you type your name:
Procedure
1. Log in to Messaging using your TTY device.
2. Press 5 twice to navigate to the Record Name menu.
3. Type a single digit or a forward slash (/).
4. Press Spacebar on your TTY device a few times.
Recording and sending messages
About this task
The TUI that you use determines how you record and send messages. For more information,
see Accessing help for your TUI on page 7.
Procedure
1. Log in to Messaging using your TTY device.
2. Press the appropriate telephone key to record a message.
3. When the TTY device displays the GA prompt, type your message, and then press
the pound key (#).
4. Dial the mailbox number of the person to whom you want to send the message.
5. Press the pound key (#).
54
Using Avaya Aura® Messaging R6.2
February 2013
Comments? infodev@avaya.com
Using the Messaging teletypewriter user interface
The TTY device displays the name of the person.
• If the TTY device display is blank, the name was not recorded for Messaging
using a TTY device. If the mailbox number is correct, continue with Step 6.
• If the TTY device displays an incorrect name, you might have dialed the wrong
mailbox number. Press the appropriate telephone key to delete the address,
and repeat Step 4.
6. Press the pound key (#) to end the addressing.
7. Press the appropriate telephone key combination for your TUI to send the message.
Depending on your TUI, you can send a message in the following ways:
• Immediately or later.
• As a private or a normal message.
• As a high-priority or a standard priority message.
8. The system transmits your message and returns you to the main menu.
Getting and responding to messages
About this task
The TUI you use determines how you get messages. For more information, see Accessing
help for your TUI on page 7.
Procedure
1. Log in to Messaging.
2. Press the appropriate telephone key to get and respond to the messages that
people sent you.
3. Messaging proceeds with the first new message and provides prompts for actions
that you can perform. Depending on your TUI, you can send or forward messages
by using the following methods:
• Call the sender.
• Reply to the message.
• Forward the message with a comment.
• Reply to all recipients.
• Send a message now or later.
• Send the message as a private message.
• Send the message as a priority message.
Using Avaya Aura® Messaging R6.2
February 2013
55
Messaging with a Teletypewriter
• Delete the message.
• Save the message.
• Skip to the next message.
The TTY device displays the next message in your mailbox.
4. Repeat step 3 for each new message in your mailbox.
When there are no more new messages, Messaging returns you to the main
menu.
Administer greetings
When you do not answer a call, the call is transferred to voicemail and Messaging plays the
greeting that you recorded.
Ensure that your personal greeting contains both voice and TTY portions.
• Voice portion: You can record a brief voice message to tell callers that they reached a
TTY mailbox. Tell callers that they can press 1 to leave a voice message.
• TTY portion: While recording the voice portion, add a TTY recording to the greeting. In
the greeting, tell TTY callers to leave a TTY message after they receive the GA prompt.
You do not need to record a personalized greeting. If you choose not to record a personalized
greeting, the system plays a predefined greeting.
If your active Call Answer language is TTY, Messaging displays the TTY prompt “Leave a
message for <number>.”
If the caller selects a spoken language, Messaging plays the spoken prompt “Please leave a
voice message for <name>.”
The TUI you use determines how you administer greetings. For more information, see
Accessing help for your TUI on page 7.
Recording a combined spoken and TTY greeting
About this task
To record a combined spoken and TTY greeting for your primary greeting:
Procedure
1. Log in to Messaging.
56
Using Avaya Aura® Messaging R6.2
February 2013
Comments? infodev@avaya.com
Using the Messaging teletypewriter user interface
2. Press the appropriate telephone key to select the Personal Configuration or
greetings menu.
3. Press the appropriate telephone key to record the personal greeting.
4. When Messaging displays the GA prompt on the TTY device, use the telephone
handset to record the brief spoken portion of your greeting.
Important:
Keep the spoken portion of your greeting brief, so that TTY callers do not think
that they have reached the wrong number.
The following message is an example of what you can record:
“This is the TTY mailbox for John Smith. To leave a voice message, press 1 now”
5. Press the appropriate telephone key to stop recording the voice portion of the
greeting.
6. Hang up the handset. If you use a TTY device with an acoustic coupler, place the
handset into the coupler
7. Press the appropriate telephone key to resume recording
8. When you see the GA prompt, type your TTY greeting.
The following message is an example of what you can type:
“John Smith is not available. Please leave a message after you receive the GA
prompt. When you finish, you can hang up or press 1 for more options”
9. Press the appropriate telephone key immediately to stop recording.
10. Press the appropriate telephone keys to accept, delete, or record the greeting
again.
Place a call to a another TTY user
A caller can use a telephone or a TTY device to place a telephone call to a user who uses a
TTY device.
Using Avaya Aura® Messaging R6.2
February 2013
57
Messaging with a Teletypewriter
Troubleshooting the teletypewriter user interface
Troubleshooting the teletypewriter user interface
This topic describes how to correct common problems that can occur on TTY-enabled
Messaging systems. If these suggestions do not correct the problem, contact your
administrator.
Note:
The TUI you use determines the telephone key that you press. For more information, see
Accessing help for your TUI on page 7.
Typographical errors and missing characters in Messaging messages
Messaging transmissions might not be loud enough for your TTY device.
Potential solution
Procedure
1. On some TTY devices, you can adjust the sensitivity of the device in order to detect
weak signals.
For more information about setting the device sensitivity to high, refer to the user
guide for your TTY device.
2. Alternatively, you can increase the volume of the transmission while Messaging
plays a message. Dial the appropriate telephone key for your TUI.
For more information, see Accessing help for your TUI on page 7.
Note:
Do not try to increase the volume while Messaging plays prompts, or presents a
menu.
Messaging does not respond to your commands or menu selections
You might be sending “Baudot” TTY tones instead of the “touchtones” that Messaging requires
for command entries and menu selections.
The Baudot tones produced by TTY devices and the touchtones produced by a telephone
when dialing a telephone number are different. Many TTY devices that can generate touchtone
58
Using Avaya Aura® Messaging R6.2
February 2013
Comments? infodev@avaya.com
Troubleshooting the teletypewriter user interface
signals to dial telephone numbers switch automatically to TTY mode after dialing the
number.
Potential solution
Procedure
Use the TTY device with a standard telephone that is dialpad-equipped, or use the
TTY device with the Avaya IP Softphone.
System does not respond to the telephone keys that you press
While Messaging transmits text to your TTY, the system does not respond to the telephone
keys that you press. In other words, you have to wait until Messaging stops transmitting before
it responds to your touchtone commands.
Messaging transmissions can be so loud that Messaging cannot detect your touchtone
signals.
Potential solution
Procedure
1. After Messaging transmits a message, lower the volume of the transmissions.
2. Press the appropriate telephone key for your TUI.
Note:
Do not try to lower the volume while Messaging plays prompts or presents a
menu.
The TTY displays random characters, numbers, and punctuation marks
rather than meaningful text
Possible cause: Your TTY device is not synchronized with the Messaging system. Specifically,
Messaging is in letters mode while your device is in figures mode.
Potential resolution
About this task
Depending on the type of TTY device you use, you can re-synchronize your TTY device with
Messaging in the following ways:
Procedure
1. Press the Spacebar key.
2. Press the LETTERS key.
Using Avaya Aura® Messaging R6.2
February 2013
59
Messaging with a Teletypewriter
3. Type any letter.
Note:
If you see letters where you expect to see numbers, press the FIGURES key on
your TTY device, or type any digit.
Users see random characters, numbers, and punctuation marks on recorded
messages
When TTY users read a message or a conversation that you recorded using Messaging, they
see random characters, numbers, and punctuation marks.
Possible cause: Your TTY device is not synchronized with the Messaging system.
Potential solution
About this task
To synchronize your TTY device with Messaging, use one of the following methods before you
type in any content:
Procedure
1. If your recording starts with a letter, press the LETTERS key before you type in any
content.
2. If your TTY device does not have a LETTERS key, type a slash (/), press Spacebar
a few times, and type the content.
3. If your recording starts with a figure, press the FIGURES key and type in your
content.
4. If your TTY device does not have a FIGURES key, type the letter x, press Spacebar
a few times, and then type in your content.
Note:
In all cases, wait for the GA prompt before you start to type.
60
Using Avaya Aura® Messaging R6.2
February 2013
Comments? infodev@avaya.com
Index
A
About Greetings ......................................................... 43
access mailbox .............................................................8
accessing mailbox from any phone .............................. 8
account information .................................................... 27
adding .........................................................................42
new members ...................................................... 42
additional extensions .................................................. 27
advanced tasks .......................................................... 46
Aria ............................................................................... 7
attendant .................................................................... 28
Audix ............................................................................ 7
B
broadcast .............................................................. 46, 47
business hours ........................................................... 45
C
Call handling for incoming calls .................................. 30
call progress ............................................................... 17
Call screening .............................................................32
call sender .................................................................. 16
changing password .................................................... 45
changing password using user preferences ............... 46
configure notifications .................................................34
Configuring incoming call handling when treating all
callers the same ............................................ 31
Configuring Incoming Call Handling with priority callers
....................................................................... 31
configuring Microsoft Office Outlook 2007 ................. 19
configuring Microsoft Office Outlook 2010 ................. 17
configuring notify me preferences .............................. 33
Configuring Reach Me ................................................30
D
Defining a Reach Me schedule .................................. 32
Defining business hours ............................................. 45
Defining your reach me numbers ............................... 32
delete .................................................................... 40, 41
deleting ....................................................................... 42
existing members ................................................. 42
dialing extension .........................................................51
Using Avaya Aura® Messaging R6.2
E
editing ......................................................................... 42
enhanced list ........................................................ 42
email notification .........................................................35
enhanced lists ............................................................ 41
existing members ....................................................... 40
extension .................................................................... 27
external number ......................................................... 26
F
fax ...............................................................................28
feature ...................................................................14–16
voice forward ........................................................15
voice reply ............................................................ 14
G
General preferences ...................................................26
getting .........................................................................55
messages .............................................................55
H
How to access your mailbox using a telephone ........... 8
I
IMAP ..................................................................... 17, 21
inititalize mailbox .......................................................... 9
internal number .......................................................... 26
L
language .....................................................................27
list name ............................................................... 39, 40
list number ............................................................ 39, 40
login ...................................................................... 10, 25
M
mailbox ........................................................ 8, 10, 25, 27
Message playback order ............................................ 36
February 2013
61
Messaging ............................................................ 51, 52
dialing ...................................................................52
log in options ........................................................ 51
messaging access number .........................................26
Messaging teletypewriter ............................................49
user interface ....................................................... 49
Microsoft Office Outlook 2003 .................................... 21
mobile phone in internal directory .............................. 27
mobile phone or pager ............................................... 27
Moved messages in Outlook ...................................... 23
MWI ............................................................................ 46
My phone preferences ................................................35
N
prerequisite .................................................................12
private .........................................................................23
R
random ....................................................................... 59
random characters ..................................................... 60
Rapid prompts ............................................................ 37
Reach Me ................................................................... 27
Reach Me numbers .................................................... 32
Reach Me preferences ............................................... 29
Reach Me Preferences testing ................................... 33
Reach Me schedule ....................................................32
responding ..................................................................55
messages .............................................................55
S
new members ....................................................... 39, 41
Non Delivery Report ................................................... 23
Notify Me .................................................................... 27
O
other mobile phone or pager ...................................... 27
Outlook ................................................................. 14–16
call sender ............................................................16
voice forward ........................................................15
voice reply ............................................................ 14
P
personal lists ......................................................... 38–41
phone numbers .......................................................... 15
phone preferences ..................................................... 15
Play on PC ................................................................. 12
Play on Phone ...................................................... 12, 28
62
Using Avaya Aura® Messaging R6.2
setting date and time announcement ......................... 37
setting email accounts ................................................ 17
setting message playback speed, message playback
speed ............................................................. 36
Setting voice recognition for addressing preferences 38
signalling between Messaging and the Teletypewriter 50
SMTP .................................................................... 17, 21
subscriber teletypewriter ............................................ 57
T
tasks ........................................................................... 46
temporary messaging password .................................. 9
time zone .................................................................... 27
toolbar .......................................................................... 7
Toolbar ........................................................................ 11
TUI ............................................................................... 7
U
unread voice messages ............................................. 22
user preferences ........................................................ 25
using ........................................................................... 53
Messaging teletypewriter user interface .............. 53
February 2013
Download PDF
Similar pages