Voicemail Pro Exercises
IP Office
Voicemail Pro Exercises
15-601138 Issue 6 (30 May 2006)
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Voicemail Pro Exercises
IP Office
Table Of Contents
Voicemail Pro Example Exercises ............................................................................................ 5
1. Introduction............................................................................................................................................. 5
1a. Required Equipment ........................................................................................................................ 5
1b. System Configuration....................................................................................................................... 5
2. Creating a New Module .......................................................................................................................... 7
2a. Setting Up the Callflow..................................................................................................................... 7
2b. Setting Up an Internal Short Code ................................................................................................... 8
2c. Set up the External Call Routing ...................................................................................................... 8
3. Using a Menu Timeout ......................................................................................................................... 10
4. Using a ? Wild Card in a Menu ............................................................................................................. 11
5. Using a $ Wild Card in a Menu ............................................................................................................. 12
6. Recording Entry Prompts ..................................................................................................................... 13
7. Using the Generic Action...................................................................................................................... 14
7a. Recording the WAV File................................................................................................................. 14
7b. Playing the WAV File to Callers ..................................................................................................... 14
8. Using a Home Action to Restart the Callflow........................................................................................ 16
9. Using a Voice Question action ............................................................................................................. 17
10. Collecting Group Messages ............................................................................................................... 19
Enabling Group Message Waiting Indication ....................................................................................... 19
Setting a Group Remote Access Code ................................................................................................ 19
Collecting Group Messages................................................................................................................. 20
Avaya 4400, 4600 and 6400 Series Phones .............................................................................. 20
Avaya Phone Manager ............................................................................................................... 20
Using Short Codes and DSS Keys ............................................................................................. 20
11. Using the Whisper Action ................................................................................................................... 21
12. Using the Call List Action.................................................................................................................... 22
13. Name WAVs Table ............................................................................................................................. 23
13a. Setting Up the Recordings Module .............................................................................................. 23
13b. Add a Short Code to Access the Recordings Module.................................................................. 23
13c. Recording Names to be used with a Call List Action ................................................................... 24
14. Using the Condition Editor .................................................................................................................. 25
14a. Creating the Attendant Hours Condition ...................................................................................... 25
14b. Using the Condition...................................................................................................................... 26
14c. Adding the Out of Hours Service.................................................................................................. 27
14d. Expanding the Attendant Hours Condition................................................................................... 28
15. Using User Defined Variables ............................................................................................................ 29
15a. Create a New Variable................................................................................................................. 29
15b. Create Modules to Alter the Variables Value ............................................................................... 29
15c. Add Short Codes to Change the Variable Value.......................................................................... 30
15d. Using the Variable in the Call Flow .............................................................................................. 31
15e. Combining the Controls ............................................................................................................... 32
16. Module Returns and Reusing Modules .............................................................................................. 33
16a. Creating the Module for Reuse .................................................................................................... 33
16b. Altering the Call Routing .............................................................................................................. 34
16c. Adding the Module ....................................................................................................................... 36
17. Creating a Hunt Group Attendant ....................................................................................................... 37
17a. Creating the Sales Group Attendant ............................................................................................ 37
17b. Testing the Call Flow ................................................................................................................... 38
18. Using a Queue Position Action........................................................................................................... 39
18a. Adding a Queued Message ......................................................................................................... 39
18b. Creating the Queued Call Flow.................................................................................................... 40
19. Adding a Queue ETA Action............................................................................................................... 41
19a. Adding an ETA Message ............................................................................................................. 41
19b. Adding the Queue ETA Action ..................................................................................................... 41
20. Still Queued ........................................................................................................................................ 42
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20a. Recording a Sales Still Queued Message ................................................................................... 42
20b. Adding the Still Queued Actions .................................................................................................. 42
21. Forwarding Messages to Multiple Users ............................................................................................ 44
21a. Creating the Module to Record and Forward the Message ......................................................... 44
21b. Add a Short Code ........................................................................................................................ 44
22. Creating a Personal Attendant for a User........................................................................................... 45
23. Using a Default Start Point ................................................................................................................. 46
24. Using an Assisted Transfer Action ..................................................................................................... 47
24a. Adding the Assisted Transfer Action............................................................................................ 47
24b. Adding a Number Unavailable Prompt......................................................................................... 48
25. Using a Play Configuration Menu Action ............................................................................................ 49
26. Using the Alarm Set Action................................................................................................................. 50
27. Using a Callback Start Point ............................................................................................................... 51
27a. Setting Up the Callback Call Flow................................................................................................ 51
27b. Setting the Callback Number ....................................................................................................... 51
28. Using the Clock Action ....................................................................................................................... 52
29. Using a Post Dial Action ..................................................................................................................... 53
29a. Creating the Module..................................................................................................................... 53
29b. Using Post Dial to Play Wav Files................................................................................................ 53
30. Using Campaigns ............................................................................................................................... 54
30a. Creating the Campaign ................................................................................................................ 54
30b. Getting Callers to the Campaign (Part 1)..................................................................................... 56
30c. Getting Callers to the Campaign (Part 2) ..................................................................................... 57
30d. Getting Callers to the Campaign (Part 3)..................................................................................... 58
31. Collecting the Campaign Results ....................................................................................................... 59
31a. Using a DSS Key ......................................................................................................................... 59
31b. Using the Campaign Action to Collect Messages ........................................................................ 60
31c. Using the Web Access ................................................................................................................. 60
31d. Using a Shortcode ....................................................................................................................... 61
Index.......................................................................................................................................... 63
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1. Introduction
Voicemail Pro Example Exercises
1. Introduction
These exercises are for anyone who needs to learn how to configure and customize the way in which
Voicemail Pro mailboxes behave. Some knowledge of telephony and also IP Office Manager is
assumed.
If you work through the exercises in sequence, you will learn you how to:
•
Set up an auto-attendant.
•
Route callers to the auto-attendant.
•
Use the different menu options.
•
Re-record prompts via the telephone.
•
Use modules and access them from a phone.
•
Reuse modules in other call flows.
•
Set up conditions.
•
Customize a call flow for users collecting and leaving messages.
•
Customize messages (and available actions) for queued callers.
•
Use campaigns to let Voicemail Pro act as an automatic call center.
The call flows used in these exercise are examples only and not intended to reflect a real-life customer
auto-attendant and other voicemail functions.
Note
•
Some screen captures have been slightly modified to improve the clarity of some call flows. This
does not affect the way in which any of the exercises work.
1a. Required Equipment
For information about equipment and installation requirements, see the Voicemail Pro Installation and
Maintenance guide.
1b. System Configuration
We recommend that as much as possible of the IP Office configuration is in its default settings.
Using Manager, set up the following users and groups on the IP Office. As with a real customer
Voicemail installation, having the users and groups correctly setup before installation of voicemail is
important. Voicemail bases mailboxes on user and hunt group names, so changing a name effectively
creates a new mailbox.
1. Start IP Office Manager and receive the IP Office configuration.
Users (and if necessary
Extensions) so that you have two digital terminal
2. Edit the
users set as shown in the table below. The settings for any other extensions are not critical.
Voicemail Pro Exercises
IP Office
Extn
User Name
207
Bob Rogers
208
Kate Smith
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3. Edit the
Hunt Group settings to create the following groups.
Group
ID
Type
Members
Reception
300
Linear
207
Sales
301
Linear
208
Support
302
Linear
207, 208
Accounts
303
Linear
207, 208
4. Merge the configuration changes.
5. Make test calls to the extensions and group to check the correct setup.
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2. Creating a New Module
2. Creating a New Module
In this exercise you learn how to use Voicemail Pro to add a basic auto-attendant.
The auto-attendant allows callers to make a choice from a menu and then they can be transferred to the
Sales group, Support group or Reception group.
2a. Setting Up the Callflow
1. From Start | Programs | IP Office, open Voicemail Pro.
2. Right-click
Modules and select Add.
3. In Name, enter AutoAttend and select OK.
4. Click the details pane to place the module.
5. Click the
Basic Actions icon and select
Menu.
6. Click the details pane to place the action.
Menu action and select Properties.
7. Right-click the
8. In the Touch Tones tab, tick 1, 2 and 3 and select OK. Note that touch tones must be unique,
eg. a 5 will take preference over 555.
9. Click the
Telephony Actions icon and select
Transfer.
10. Click in the right-hand pane to place the action.
11. Open the Properties for the
Transfer action by double-clicking on it.
•
In the General tab change the Token Name to Transfer Sales.
•
In the Specific tab set the Mailbox to Sales (or 301).
•
Select OK.
12. Repeat steps 9-11 for Support (302) and Reception (300).
13. Click the
Connection icon on the toolbar.
14. Click the Next result under the start point and drag to the
15. Click the
Connection icon.
16. Click the 1 result under
17. Connect 2 to
18. Click the
Menu.
Menu and drag to
Transfer Support and 3 to
Transfer Sales.
Transfer Reception.
Save & Make Live icon on the toolbar.
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2b. Setting Up an Internal Short Code
This part of the exercise, illustrates how to add a system short code. This short code enables you to
make test calls to the auto-attendant.
1. In IP Office Manager, add the following short code. This example uses *90 but any short code
can be used.
2. Save and merge the configuration to the IP Office unit.
3. From any extension other than 207 dial *90.
4. Press 3 and you should be transferred to the Reception group (in this example, extension 207).
2c. Set up the External Call Routing
For this exercise, you learn how to set all incoming voice calls to go to the auto-attendant, created in the
previous exercise, by changing the default Incoming Call Route for voice calls.
1. In IP Office Manager, change the default Incoming Call Route for voice call (it has its Destination
set as the group Main) to have the Destination set to VM:AutoAttend.
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2. Creating a New Module
2. Save and send the configuration to the IP Office unit.
3. If you have an external phone set up, make an incoming call.
4. Press 3 to be transferred to extension 207.
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3. Using a Menu Timeout
In this exercise you learn how to add a Timeout to the auto attendant menu to transfer callers to the
Reception group. This will apply if a caller does not make a Touch Tone selection.
1. Open the properties for the
Menu action.
2. In the Touch Tones tab, select Wait for a key press for up to and enter 8.
•
This timeout will start after all wav files entered in the action's Entry Prompts tab have
been played.
3. Select OK. Note that the
Menu action now has a Timeout result.
4. Connect the Timeout result to
5. Click the
Transfer Reception.
Save and Make Live icon on the toolbar.
6. Choose Yes to make the changes permanent.
7. From any extension other than 207, make a test call to the auto-attendant.
8. Wait for 8 seconds and you should be transferred to extension 207.
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4. Using a ? Wild Card in a Menu
4. Using a ? Wild Card in a Menu
In this exercise you learn how to add a touch tone sequence to the menu that will allow callers to dial the
extension number of the user that they want to speak to.
1. Open the properties for the
Menu action.
2. In the Touch Tones tab, tick 4 and select OK.
3. Add a new
•
Menu action.
?Why put the 2?? in a separate menu:
Because we already have 2 in our first menu and that will take precedence over 2?? if in
the same menu.
4. Open the Properties for this new
Menu action.
•
Change the Token Name to Dial Extn No.
•
In the Touch Tones tab, click the
•
Enter 2?? in the Sequence box and select OK twice.
5. Add a new
Add icon.
Transfer action and open this action's Properties.
•
Change the Token Name to Transfer Extn.
•
In the Specific tab, click the
•
From the System Defined Variables list, select $KEY and select OK twice.
Browse icon.
6. Connect 4 and Dial Extn No.
7. Connect 2?? and
8.
Transfer Extns.
Save and make live.
9. Make a test call to the auto-attendant.
10. Dial 4.
11. Enter an extension number (other than the one from which you are calling). You should be
transferred to that extension.
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5. Using a $ Wild Card in a Menu
In this exercise you learn how to add a touch tone that enables a caller to leave a message if they do not
select a valid option from the auto attendant. In this example, the message will be left in the mailbox of
the group Main which is used for the receptionist extensions.
1. Open the Properties for the
Menu action.
2. In the Touch Tones tab, click the
Add icon.
3. Enter $ in the Sequence box and select OK twice.
4. From the
Mailbox Actions icon on the toolbar, add a
5. Open the Properties for the new
Leave Mail action.
•
Change the Token Name to Leave Mail Reception.
•
In the Specific tab, in Mailbox enter Reception and select OK.
6. Connect $ and
7.
Leave Mail action.
Leave Mail Reception.
Save and make live.
8. Make a test call to the auto-attendant.
9. Enter an incorrect number, for example one that is not in the menu. Voicemail will wait 5 seconds
for any further digits. After 5 seconds it performs the action following the $ result connection. In
this case it gives the option to leave a message for the Reception group.
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6. Recording Entry Prompts
6. Recording Entry Prompts
In this exercise you learn how to configure the AutoAttend module to play attendant.wav as the Entry
Prompt for the Menu action.
1. In the
AutoAttend module, open the Properties for the
2. In the Entry Prompts tab, select the
Menu action.
Add a Prompt icon.
a. In the Use which media device? box, select Telephony Handset.
b. In the Extension field, type the extension number that you want to record from.
icon, type attendant.wav.
c. In the text field corresponding to the
The wav files are saved relative to the Voicemail Pro server's \VM\WAVS folder (normally
C:\Program Files\Avaya\IP Office\Voicemail Pro\VM\WAVS).
d. Select
Record. The phone that corresponds to the extension number you entered
above will ring and you will be asked to record the prompt. Record a message similar to
the following:
•
.
"Welcome to Avaya. Please press 1 for Sales, 2 for Support, 3 for Reception or 4
to dial the extension you want if known. Alternatively hold for further assistance.
Thank you."
When you are finished recording, select
Stop.
a. If you want the message replayed to you, select
b. If you want to record the message, select
Play.
Record again.
c. When you are satisfied with the recording, hang up the telephone.
3. Select Close and then OK.
4.
Save and make live.
5. Make a test call to the auto-attendant. You should hear the attendant.wav.
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7. Using the Generic Action
In this exercise you learn how to add a touch tone to the AutoAttend module that will enable callers to
listen to information about the latest sales offer. A looped connection is used to continually repeat the
recording.
7a. Recording the WAV File
This part of the exercise illustrates how to record the latest sales offer message.
1. In the
AutoAttend module, add 5 to the
2. From
Basic Actions icon on the toolbar add a
3. Open the Properties for the
•
Menu action.
Generic Action.
Generic Action.
Change the Token Name to Play offer.wav.
4. In the Entry Prompts tab, select the
Add a Prompt icon.
•
In the Use which media device? box, select Telephony Handset.
•
Enter the extension number you want to record from in the Extension field.
•
Enter offer.wav in the text field corresponding to the
•
Record a message similar to the following:
•
•
icon.
"Latest Avaya offers – 50% discount on all products until the end of the month.
Contact your account manager for further information."
Select Close and then OK.
7b. Playing the WAV File to Callers
This part of the exercise illustrates how to configure the Attendant start point to allow callers to select the
option to hear the latest sales offer.
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7. Using the Generic Action
1. In the
AutoAttend module, open the Properties for the
•
In the Results tab, click the
•
In Please enter a new result, enter Next and select OK twice. Results are used
automatically, except after a Get Mail or Leave Mail action where the caller must press 0
to activate the result.
2. Connect 5 to
green cross.
Play offer.wav.
3. Connect from Next back to the start of
until the caller hangs up.
4.
Generic Action.
Play Offer.wav. This will cause the action to repeat
Save and make live.
5. Use the Telephony Handset from the Menu action to re-record attendant.wav to include the
new touch tone in the list of options.
6. Make a test call to the auto-attendant.
7. You should be played the attendant.wav.
8. Dial 5 to listen to offer.wav. The recording should be repeated until the call is ended.
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8. Using a Home Action to Restart the Callflow
In this exercise you learn how to use a
1. In the
2. From the
AutoAttend module, add 0 to the
Basic Actions, add a
3. Connection 0 to the
4.
Home action to return the caller to start of the module.
Menu action.
Home action.
Home action.
Save and make live.
5. Re-record attendant.wav to include the new touch tone in the list of options, for example add
"…or press 0 to repeat these options."
6. Make a test call to the auto-attendant. You should be played the auto-attendant menu options.
7. Dial 0 to listen to the options again.
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9. Using a Voice Question action
9. Using a Voice Question action
In this exercise you learn how to add a new touch tone to the AutoAttend module that will allow callers to
leave a message in response to pre-recorded prompts.
The
Voice Question action is used to create this "interview" process. In this example, the action
asks the caller for information about where they want a catalogue sent.
1. In the
AutoAttend module, add touch tone 6 to the
2. From
Mailbox Actions, add a
•
Menu action.
Voice Question action and open its Properties.
Change the Token Name to Catalogue Orders.
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3. In the Specific tab, click
icon.
•
Use the Telephony Handset function to record catalogue.wav – "Please follow the
instructions to record your name and address and our catalogue will be sent to you." Click
Close.
•
Click the icon and record name.wav – "Please say your full name and company and
then press #." Click Close.
•
Click the
Record Response icon, enter 10 and select OK.
4. Repeat for address.wav – "Please say your full address and then press #" and thanks.wav –
"Thank you, your catalogue will be sent to the address given" so that the sequence of files
appears as above.
5. In Send Recording to Mailbox, enter Sales and select OK.
6. Connect 6 and
7.
Catalogue Orders.
Save and make live.
8. Re-record attendant.wav to include the new touch tone in the options.
9. Make a test call to the auto-attendant module.
10. Dial 6 to access the Voice Question action. Record your name and address when prompted.
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10. Collecting Group Messages
10. Collecting Group Messages
In the previous exercise, a caller left a message for the Sales group. This exercise looks at how users
can receive message waiting indication for group messages and collect those messages.
By default no message waiting indication is sent for hunt group messages. It is up to the System
Administrator to determine who should receive this message indication and to then configure it.
Note
•
Those who receive message waiting indication do not have to be members of the group.
However non-members can only to access the mailbox and collect messages if the mailbox has
an access code (see below).
Enabling Group Message Waiting Indication
Hunt group message waiting to an individual user is configured by adding the group name to the user's
Source Numbers. To configure group message waiting indication for a user:
1. In IP Office Manager receive the IP Office system configuration.
2. Locate the user and double-click the entry to view their settings.
3. Click the Source Numbers tab.
4. Right-click the panel and select Add.
5. In the Telephone Number field, enter H followed by the group name. In this example that would
be HSales.
6. Click OK.
7. Click OK.
8. Send the configuration back to the IP Office system.
Setting a Group Remote Access Code
Group mailbox access from group members is allowed without a mailbox access code having to be set
or entered.
Group mailbox access from users who are not group members causes either "Remote access has not be
configured for this mailbox" to be played or the user to be asked for the remote access code of the
mailbox.
To set a group mailbox access code (voicemail code)
1. In IP Office Manager receive the IP Office system configuration.
2. Locate the group and double-click the group entry to view its settings.
3. Click the Voicemail tab.
4. In Voicemail Code enter a dialable access code for the mailbox.
5. Enter the same code in Confirm password.
6. Click OK.
7. Send the configuration back to the IP Office system.
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Collecting Group Messages
If a user has been configured for group mailbox waiting indication, a number of methods of access are
automatically enabled.
Note
•
Using any of the methods below, non-group members who have received group message waiting
indication will be asked to enter the mailbox number and then the access code. To override this,
the user can be made a member of the group but then have their membership status set to
disabled.
Avaya 4400, 4600 and 6400 Series Phones
Users with one of these phones with a Menu
method.
1. Press Menu
| Menu
key, can access the group mailbox using the following
.
2. On the display select Msgs and then Voice. A
messages.
above any of these indicates that there are new
3. The group name is shown along with the number of new messages. Press the adjacent display
key to access the group mailbox.
Avaya Phone Manager
Users running Phone Manager Lite or Pro can access the group mailbox via the Message tab. This tab
will show the group name and the number of new messages. Click the group name to access the group
mailbox.
Using Short Codes and DSS Keys
Group mailbox access can be programmed to a short code number or DSS key. These use the
Voicemail Collect function and the telephone number "?GroupName". For example "?Sales".
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11. Using the Whisper Action
11. Using the Whisper Action
In this exercise you learn how to record a caller's name using a
Voice Question action. Then using a
Whisper action, you will pass the recording directly to whoever in the Support hunt group answers the
call. Having heard the recording they can choose to answer or reject the call.
1. In the
AutoAttend module, delete the
2. Add a new
Transfer Support action.
Voice Question action and open its properties.
3. Change the Token Name to Ask Name.
4. In the Specific tab, use
seconds. Click OK.
5. From
to add name.wav and then
Telephony Actions on the toolbar, add a
Whisper action and open its properties.
•
Change the Token Name to Transfer Support.
•
In the Specific tab, in Play recording to enter Support and select OK.
6. Connect 2 to the
Ask Name action.
7. Create another connection from Next (under
8.
to add a record response time of 10
Ask Name) to
Transfer Support.
Save and make live.
9. Make a test call to the auto-attendant module.
10. Dial 2. Record your name and company name when prompted/after the tone. You should then be
automatically transferred the Support group.
11. Answer the call. You should be played the recording. Press 1 to accept the call. To reject the call
hang up.
12. The Whisper Actions results can be used to provide alternate services to callers who are
rejected, not answered, etc.
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12. Using the Call List Action
In this exercise you learn how to add a touch tone to the auto-attendant module to allow callers to select
the Accounts group. However, rather than being transferred to whoever in the group answers the call,
the caller will be given a list of extensions they can choose from.
1. In the
2. From
AutoAttend module, add touch tone 7 to the
Telephony Actions, add a
Call List Action and open its properties.
•
In the Specific tab, in Transfer to group enter Accounts.
•
Tick the Prompt User with a List of Group Members option and select OK.
3. Add a connection between 7 and the
4.
Menu action.
Call List action.
Save and make live.
5. Re-record attendant.wav to include the new touch tone in the list of options.
6. Make a test call to the auto-attendant module.
7. Dial 7 to access the Call List action. You should be played the list of extensions in the Accounts
group.
8. Dial the extension that you want.
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13. Name WAVs Table
13. Name WAVs Table
In this exercise you learn how to access the NameWavs table. This is a quick way to access a list of
mailboxes without the need to dial into each individual mailbox.
13a. Setting Up the Recordings Module
In this part of the exercise, you create a module from which you can set up the NameWavs table for
recording individual mailbox names.
1. Right-click
Modules and select Add.
2. In Name, enter Recordings and select OK.
3. Open the Properties for the
Start Point in the details pane.
4. In the General tab, in Pin enter 1234 and select OK.
Menu action and open its Properties.
5. Add a
6. In the Touch Tones tab, tick 1 and select OK.
7. From the
•
Basic Actions icon, add a
In the Specific tab and in Please select a node to go to, enter NameWavsTable (This
will allow you to record mailbox names without having to go into individual mailboxes.)
Select OK.
8. Connect 1 to the
9. Connect the
10.
Goto action and open its properties.
Goto action.
Start Point to the
Menu action.
Save and make live.
13b. Add a Short Code to Access the Recordings Module
In this part of the exercise, you add a short code that will allow you to access this start point from any
extension.
1. In IP Office Manager, add the following system short code:
2. Save and merge the configuration to the IP Office.
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13c. Recording Names to be used with a Call List Action
In this part of the exercise, you will record a name for each extension that is a member of the Accounts
group. The names are then used with the Call List Action created above.
Note
•
If the Voicemail Pro is running Intuity mailbox mode, mailbox users are asked to record their
name when they first access their mailbox. They can also re-record their name through the
mailbox controls. For IP Office mode mailbox users, you will need to create a module that uses
the
Record Name action to let users record their name.
1. On any extension, dial *80.
2. Dial 1234 when requested to enter the access code.
3. Select 1.
4. When prompted, dial 207 and record a name to be associated with that extension, for example:
"Bob Rogers".
5. When prompted, dial 208 and record a name to be associated with that extension, for example:
"Kate Smith".
6. Hang-up the call.
7. Make a test call to the auto-attendant module.
Call List action. You should be played the names recorded above
8. Dial 7 to access the
together with the associated extension numbers.
9. Dial the extension that you want.
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14. Using the Condition Editor
14. Using the Condition Editor
In this exercise you learn how to configure conditions whereby the current auto-attendant is used only
between 09:00 and 18:00, Monday to Friday. Outside of these hours, callers will be played a different
message and asked to leave a message.
14a. Creating the Attendant Hours Condition
1. Click the
Conditions Editor icon.
2. Click the
New Condition icon.
3. In the Name field, enter Attendant and select OK.
4. Click the
Elements icon, select
5. Double-click the
Week Planner and click the attendant Condition.
Week Planner and tick Monday to Friday and select OK.
6. You need to change the logic condition to an 'or' as working hours are Monday or Tuesday or …
or Friday. Click X and select X|| 'or'. Click the Week Planner to change its logic setting to 'or'.
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14b. Using the Condition
In this part of the exercise, you add the Test Condition action which will check the current state of the
condition just created.
1. In the
action.
AutoAttend module, delete the connection from the
2. From the
•
Conditions Actions icon, add a
Menu
Test Condition action and open its properties.
In the Specific tab, click the list box, select the Attendant condition and select OK.
3. Connect the
Start Point to the
4. Connect the True result to the
5.
Start Point to the
Test Condition action.
Menu action.
Save and make live.
6. Assuming it is between 09:00 and 18:00 on a weekday (Monday to Friday), make a test call to
the auto-attendant module. You should receive the normal attendant service.
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14. Using the Condition Editor
14c. Adding the Out of Hours Service
In this part of the exercise, we will add actions to be used when a call is made outside of the hours
defined by the condition just added.
1. Connect the False result under the
action.
2. Click the
Test Condition action to the
Leave Mail Reception
Condition Editor icon. In the Attendant condition, double-click
Week Planner.
3. For the current day, change the End time to a time already past.
4. Select OK twice.
5.
Save and make live.
6. Make a test call to the auto-attendant module. As you are accessing the module out of hours you
be asked to leave a message in the reception group's mailbox. Hang-up the call.
7. Return the Attendant condition back to 09:00 to 18:00 hours, Monday to Friday.
8.
Save and make live.
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14d. Expanding the Attendant Hours Condition
Currently the Attendant condition we created assumes that we work 09:00 to 18:00, Monday to Friday
every week. In this part of the exercise we will alter the condition so that we can account for calendar
dates such as public holidays.
1. Click the
Conditions Editor icon.
2. Click the
New Condition icon.
3. In the Name field, enter Holidays and select OK.
4. Click the list of possible conditions and add a
Calendar element to Holidays.
5. Double-click Calendar. Double-click the current date, it should now appear similar to
indicating it as a holiday. Click OK.
6. Click the list of possible conditions and add a
7. Double-click the
Condition element to Attendant.
Condition element and select Holidays. Click OK.
8. Click the logic options and select a X! 'not' action. Click the
Condition to apply it.
9. Our Attendant condition is now true when it is between 09:00 and 18:00, Monday to Friday and
not a holiday.
10. Click OK.
11.
Save and make live.
12. Make a test call to the auto-attendant. You should be asked to leave a message.
13. Click the
Conditions Editor icon and in the Holidays Calendar element double-click today's
date so that it is no longer shown as
14.
. Click OK.
Save and make live.
15. Make a test call to the auto-attendant. You should hear the menu greeting.
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15. Using User Defined Variables
15. Using User Defined Variables
In this exercise you learn how to add a variable that will be used to determine the call flow to be
presented to the caller. This could be used, for example, when all staff are attending a meeting.
15a. Create a New Variable
1. Click the
User Defined Variable icon.
add icon.
2. Click the
3. Enter Reception and choose OK.
4. Select Update.
15b. Create Modules to Alter the Variables Value
In this part of the exercise, you create two modules – one for indicating when the reception is open, the
other for when the reception is closed.
1. Add a new
2. From
Module called ReceptionOpen.
Conditions Actions, add a
Set User Variable action and open its properties.
•
Add an entry prompt saying "Reception is open".
•
In the Specific tab, from the Assign the following User Variable list box, select
Reception.
•
In with the following value, enter open and select OK.
3. Connect the
Start Point to the
Set User Variable Action.
4. Repeat the steps above to create a module called ReceptionClosed, where the value of
Reception is set to closed and the prompt is "Reception is closed."
5.
Save and make live.
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15c. Add Short Codes to Change the Variable Value
1. In IP Office Manager, add the following short codes:
2. Merge the new short codes with the IP Office.
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15. Using User Defined Variables
15d. Using the Variable in the Call Flow
In this part of the exercise, we will change the auto-attendant call flow according to the current setting of
the user defined variable.
1. In the
to the
2. From
AutoAttend module, delete the connection from the
Menu action.
Conditions Actions, add a
Test User Variable Action and open its properties.
•
In the Specific tab, from the This action will return TRUE if the following variable list
box, select Reception.
•
In matches the value below, enter open and select OK.
3. Connect the
Test Condition's True result to the
4. Connect the True result to the
5. Connect the False result to the
6.
Test Condition's True result
Test User Variable action.
Menu action.
Leave Mail Reception action.
Save and make live.
7. From any extension, dial *91 to set the reception variable to open.
8. Make a test call to the auto-attendant module. You should be played the attendant.wav as
normal.
9. From any extension, dial *92 to set the reception variable to closed.
10. Make a test call to the auto-attendant module. You should be prompted to leave a message for
reception.
11. From any extension, dial *91 to return the reception variable to open.
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15e. Combining the Controls
In the previous part of this exercise, we created two modules, one to set the reception open, one to set
the reception closed. To match those we created, two short codes also need to be created, so the list of
modules and short codes continues to expand.
With pre-planning, we could have combined the two modules into a single module. An example is shown
below.
The current setting of reception is checked and the generic actions used to play, "Reception is open" or
"Reception is closed". The Menu action then prompts, "Press 1 to change or # to exit".
If the user select change, the reception value is checked again and two Set Variable actions are used to
change its value. The Home action then returns the user back to the start, where the new value is
checked and the "Reception is open" or "Reception is closed" prompt is played.
The reception may be using the SoftConsole application. If that were the case, rather than setting up a
short code for this new module, one of the SoftConsole's speed dial buttons could be set to the number
VM:ReceptionOpen.
Thus by planning, we have reduced two modules and two short code down to one module and no short
codes.
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16. Module Returns and Reusing Modules
16. Module Returns and Reusing Modules
So far, you have been using modules as a simple way to program Voicemail Pro. Also, since they are
portable (they can be exported and imported), they can be tested and shared (ideal for these training
exercises).
In this exercise, you will look at the other big advantage of modules; they can be used as components
within the call flows of other start points.
16a. Creating the Module for Reuse
In this part of the exercise, you will create a module that combines the Test Condition and Test User
Variable actions previously added to our auto-attendant.
1. Add a new
2. From
•
Module called OpenHours.
Conditions Actions, add a
Test Condition action and open its properties.
In the Specific tab, click the list box, select the Attendant condition and select OK. This
selects Attendant as the condition to be tested.
Conditions Actions, add a
3. From
Test User Variable Action and open its properties.
•
In the Specific tab, from the This action will return TRUE if the following variable list
box select Reception.
•
In the matches the value below enter open, and select OK.
4. From
Basic Actions add three
Module Return actions.
5. Right-click each and rename them to Reception Open, Reception Closed and Out of Hours.
6. Connect
Test Condition's True result to
Test User Variable.
7. Connect
Test Condition's False result to
Out of Hours.
8. Connect
Test User Variable's True result to
9. Connect
Test User Variable's False result to
10.
Reception Open.
Reception Closed.
Save and make live.
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16b. Altering the Call Routing
In this part of the exercise, you will change the call routing in IP Office Manager to use the new autoattendant.
1. In IP Office Manager, receive the IP Office configuration.
2. Edit the existing *90 short code we have been using in these exercises to now route to the short
code start point Attendant.
3. Add a new short code called Attendant. We will use this with the Incoming Call Route for external
voice calls.
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16. Module Returns and Reusing Modules
4. In the Incoming Call Route current set to VM:AutoAttend, change it now to Attendant. We
cannot use VM:Short Codes.Attendant in an Incoming Call Route as it exceeds the allowed 15
characters. [We could insert *90 as the destination, but this method gives some indication of the
function without having to go and see what the short code *90 does.]
5. Make a test call to the auto-attendant. You should here the attendant menu greeting.
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16c. Adding the Module
In this part of the exercise, you will now add the
1. In VoiceMail Pro, open the
4. Connect the
OpenHours into the AutoAttend module.
Module Return actions added to
Start Point to
OpenHours appear as results.
OpenHours.
5. Connect the Reception Open result to the
Menu action.
6. Connect the Reception Closed and Out of Hours results to
7.
AutoAttend module.
AutoAttend module.
2. From the list of modules, click and drag
3. Note how the
OpenHours module to the
Leave Mail Reception.
Save and make live.
8. Make a test call to the auto-attendant. You should hear the auto-attendant greeting.
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17. Creating a Hunt Group Attendant
17. Creating a Hunt Group Attendant
Currently, callers leaving a message for the Sales hunt group hear the normal leave a message prompts.
In this exercise, you learn how to customize the call flow presented to these callers
Again, you can reuse the OpenHours module just created to determine if Reception should be tried to
answer the call or whether the caller should just be asked to leave a message.
17a. Creating the Sales Group Attendant
In this part of the exercise you will create the call flow for callers leaving a message for the Sales group.
1. Under
Specific Start Points, right-click
Groups and select Add.
2. Use the drop-down list to select Sales.
3. Tick Leave and then select OK.
4. Click the
Leave start point now under
5. From the list of
6. From
Modules, click and drag
Telephony Actions, add an
OpenHours into the call flow.
Assisted Transfer and open its properties.
•
In the General tab, change the Token Name to Reception.
•
In the Entry Prompt tab, add a prompt such as "Transferring you to reception".
•
In the Specific tab, set the Mailbox to Reception.
•
Set the Source of transfer to Sales Busy and click OK.
7. From
•
8.
Sales.
Mailbox Actions, add a
Leave Mail action and open its properties.
In the Specific tab, set the Mailbox to Sales.
Save and make live.
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17b. Testing the Call Flow
In this part of the exercise, to test the Sales group's mailbox call flow, you will switch off the group
queuing.
1. In IP Office Manager, receive the IP Office configuration.
2. Click
Hunt Group to display the list of groups.
3. Double-click Sales to display its details.
4. Select the Queueing tab.
5. uncheck the Queuing On box and then click OK.
6. Note how the Sales group icon has changed from
to
.
7. Send the new configuration to the IP Office and reboot.
8. Wait for the system to reboot and for voicemail to restart (use *17 to from any extension test this).
9. From any extension other than 207 (the member of the Reception group) or 208 (the member of
the Sale group), make a call to 301, the Sales group.
10. 208 should ring for 15 seconds before the call is routed to voicemail.
11. You should then hear "Transferring you to reception" and 207 should start ringing.
12. After 10 seconds, since Reception hasn't answered the call should go to the Sales mailbox.
13. Hang-up.
14. Using IP Office Manager again, switch Queuing for the Sales group back on.
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18. Using a Queue Position Action
18. Using a Queue Position Action
Currently, callers queued for the Sales Group hear the default queued message. In this exercise, you
replace that message with the caller position in the Sales group queue. You will create a recording
method that allows for a non-system administrative person (such as a receptionist) to record/re-record
messages via the short code. Once configured by the system administrator, a person can record/rerecord messages without accessing the GUI. This could be used, for example, when the entire team is
attending an off-site meeting.
18a. Adding a Queued Message
In this part of the exercise, you will add the wav file that will be used to replace the default "You are in a
queue" greeting.
1. Add
Edit Play List action and open its Properties.
•
Change the Token Name to Edit SalesQueue.wav.
•
In the Specific tab, enter sales queue.wav in the File Path and select OK.
2. Connect 2 to
3.
Edit SalesQueue.wav.
Save and make live.
4. On any extension, dial *80.
•
Dial 1234 when you are requested to enter the access code.
•
Record a message similar to the following:
•
"All members of our Sales team are currently busy. Please hold, you are currently
in position…"
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18b. Creating the Queued Call Flow
In this part of the exercise you add a new Queued start point for the Sales group.
1. Under
Specific Start Points for
Groups, right-click
Sales and select Edit.
2. Check Queued and choose OK.
Queued start point.
3. Select the
4. From
•
Queue Actions add a
In the Entry Prompts tab, add sales queue.wav and select OK. Note: We could also use
the Specifc tab to add a prompt to be played after the position is given to the caller.
5. Connect the
6. Select
Queue Position action and open its properties.
Start Point to the
Queue Position action.
Save and make live.
7. Make extension 208 busy and dial 301 from 207.
8. After 10 seconds, you should be placed in the queue and played sales queued.wav, then given
your position in the queue. You should then be returned to the queue. If you continue to hold, you
will eventually hear the normal still queued message, which will be repeated every 30 seconds.
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19. Adding a Queue ETA Action
19. Adding a Queue ETA Action
In this part of the exercise, you use a
Queue ETA action on the queued message to inform callers
how long they will have to wait for their call to be answered.
Note
•
Calculating the ETA
At least 5 answered calls within the last hour are required to calculate the ETA. If more calls are
available then the ETA is calculated from the average of the last 20 answered calls within the
previous hour.
19a. Adding an ETA Message
In this part of the exercise, you add the wav file that will be used to inform callers of their estimated time
of answer.
1. In the
2. Add
Recordings module, add touch tone 3 to the
Edit Play List action and open its Properties.
•
Change the Token Name to Edit AnsweredIn.wav.
•
In the Specific tab, enter answered in.wav in the File Path and select OK.
3. Connect 3 to
4.
Menu action.
Edit AnsweredIn.wav.
Save and make live.
5. Using the shortcode *80, record a message similar to the following:
•
"…and will be answered in the following number of minutes."
19b. Adding the Queue ETA Action
1. Select the Queued start point under the Sales group.
2. From
•
Queue Actions, add a
In the Entry Prompt tab, add answered in.wav and select OK. Note: Again, we could
have used the Specific tab to record prompts to be spoken after the ETA.
3. Connect the
4.
Queue ETA action and open its properties.
Queue Position action to the
Queue ETA action.
Save and make live.
5. Make extension 208 busy and dial 301 from 207.
6. You should be placed in the queue, played sales queue.wav and then given your position in the
queue. You should then be played time.wav and given the estimated time to answer.
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20. Still Queued
After hearing the queued call flow, callers who still wait eventually hear the still queued message. In this
exercise, you learn how to customize the still queued actions to allow those queued callers to exit the
queue and leave a message or be transferred to the Reception group.
20a. Recording a Sales Still Queued Message
In this part of the exercise, you add the wav file that will be used to replace the default "You are still in a
Queue" greeting.
1. In the Recordings start point, add a new touch tone and Edit Play List action that will allow you
to record sales still queued.wav.
2. Using the shortcode *80, record a message similar to the following:
•
"All our Sales team are currently busy. Press 1 to remain in the queue, otherwise please
hold."
20b. Adding the Still Queued Actions
In this part of the exercise you add a Still Queued start point for the Sales hunt group.
1. Under
Groups, right-click on
Sales and select Edit.
2. Add Still Queued to the ticked options and click OK.
3. Select the
Still Queued start point under Sales.
4. Add a new
Menu action and open its Properties.
•
In the Entry Prompts tab, add sales still queued.wav.
•
In the Touch Tones tab, tick 1.
•
Set Wait for a key press for up to to 3 and select OK.
5. From
Basic Actions, add a Goto action and open its properties.
•
In the Specific tab, click
•
Select Start point or module and from the drop-down list select Sales.Leave. This will
give callers the actions in the Sales group's Leave callflow.
6. Connect the Start Point to
Menu.
7. Connect the Timeout result to the
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.
Goto action.
Voicemail Pro Exercises
IP Office
20. Still Queued
8. Select
Save and make live.
9. Make 208 busy and dial 301 from 207.
10. You should be placed in the queue and played the default queued greeting with your queue
position and ETA. After another 20 seconds, you should be played the Still Queued start point.
11. Press 1 to stay in the queue. Wait and on the second turn, do not press 1. You should be
transferred to the actions in the Sales Leave call flow.
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21. Forwarding Messages to Multiple Users
In this exercise you learn how to create a module that will allow users to record an announcement which
is automatically forwarded to several mailboxes.
21a. Creating the Module to Record and Forward the Message
In this part of the exercise, you add the Start Point that will record and forward the message.
1. Add a new
2. Add an
Module called Sales Team.
Edit Play List action and open its properties.
•
Change the Token Name to Record Sales Message.
•
In the Specific tab, enter sales msg.wav and select OK.
3. Add a new
•
In the Specific tab, enter FWD:207#208##, and select OK.
4. Connect the
5. Connect the
6. Select
Generic Action and open its properties.
Start Point and
Record Sales Message.
Record Sales Message and
Generic actions.
Save and make live.
21b. Add a Short Code
In this part of the exercise, you create a short code that will access the Sales Team module.
1. In IP Office Manager, add the following short code:
2. Save and merge the configuration with the IP Office.
3. On extension 205, dial *95 and record a message similar to the following: "Sales meeting on
Monday at 9.30 am in the Board Room".
4. Check at extensions 207 and 208 that they both have the message.
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22. Creating a Personal Attendant for a User
22. Creating a Personal Attendant for a User
In this exercise you learn how to add a User Start Point for callers leaving voicemail for Kate Smith
(extension 208). To this call flow, you will add a menu of options for callers.
This user Specific Start Point takes preference over any call flow in the Default Leave start point and
standard voicemail.
1. Under
Specific Start Points, right-click
Users and select Add.
2. Enter Kate Smith in the Name field.
3. Select the Leave entry point and click OK.
4. Click
Leave now shown under Kate Smith.
5. Create a call flow that will allow a caller to choose whether to leave a message, transfer to Bob
Rogers (207), transfer to the Sales group (301) or hold to be transferred to Reception (300).
6. Create a recording for the
Menu action that will announce these options. You cannot use the
normal mailbox greeting, as that is used by the Leave Mail action.
7. Select
Save and make live.
8. From an extension other than 207 or 208, dial 208. After not being answered, you should be
transferred to Kate Smiths voicemail, but with the new actions that you have just added.
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23. Using a Default Start Point
In this exercise you learn how to use the Default Collect start point to change the options available to all
users when they collect their messages.
Note
•
A specific start point for a specific user or group takes preference over a default start point.
1. In the
Default Start Points, select
2. Add a
Menu action and in its Touch Tones tab add * and 2??.
3. From
Mailbox Actions add a
•
4. Add a
Collect.
Get Mail action and open its properties.
In the Specific tab, ensure the Caller's Mailbox option is selected.
Transfer action and open its properties.
•
Change its Token Name to Transfer Extns.
•
In the Specific tab, enter $KEY as the Mailbox.
5. Connect the
Start Point to the
6. Connect from * to the
Menu action.
Get Mail action.
7. Connect from 2?? to the
Transfer Extns action.
8. Add a wav file of the options to the Entry Prompts of the
9. Select
Menu action.
Save and make live.
10. At any extension, dial *17 and test that the new start point is operational.
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Voicemail Pro Exercises
IP Office
24. Using an Assisted Transfer Action
24. Using an Assisted Transfer Action
In this exercise you learn how to replace the
Transfer action with an
Assisted Transfer action.
This new action will return the user to the
Menu action if the called party is busy or does not answer.
This means that the user can make another choice if required.
24a. Adding the Assisted Transfer Action
1. Within Default Start Points>Collect, delete the
2. From
Telephony Actions, add an
Transfer Extns action.
Assisted Transfer action and open its properties.
3. Change the Token Name to Assisted Transfer Extns.
•
In the Specific tab, in Mailbox enter $KEY.
•
Change the No Answer Timeout to 10 seconds, and select OK.
4. Connect 2?? to the
Assisted Transfer Extns action.
5. Connect the No Answer result to the
6. Connect the Busy result to the
7. Select
Menu action.
Menu action.
Save and make live.
8. Make 208 busy. At another extension, dial *17. Dial 208 when prompted.
9. As 208 is busy, you should be returned to the Menu action.
10. Dial another extension that you know is free.
11. Allow this extension to ring for 10 seconds and you should be returned to the Menu action again.
12. End all calls.
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Voicemail Pro Exercises
24b. Adding a Number Unavailable Prompt
In this part of the exercise, you use the
Home action to both simplify the connections in the callflow
and play a wav file to users when an extension that they want is busy or not answered.
1. In the
Recordings module add a new touch tone and
Edit Play List action that will allow
you to record unavailable.wav with a message similar to the following:
•
"Sorry, that extension is currently unavailable. Please make another choice."
2. In
Default Start Points >Collect, delete the connections to the
Answer and Busy results.
3. Add a
•
Home action and open its properties.
In the Entry Prompt tab, add unavailable.wav just recorded. Click Close and then OK.
4. Connect the No Answer and Busy results to the
5.
Menu action from the No
Home action.
Save and make live.
6. Make extension 208 busy.
7. On another extension, dial *17 and dial 208 when prompted.
8. As this extension is busy, you should hear unavailable.wav and then be returned to the
Menu action.
9. End all calls.
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Voicemail Pro Exercises
IP Office
25. Using a Play Configuration Menu Action
25. Using a Play Configuration Menu Action
In this exercise you learn how to add an action to allow users to configure their user options via
voicemail. This is beneficial when users are working remotely.
1. Within
Default Start Points>Collect, add touch tone 3 to the
Configuration Actions, add a
2. From
properties.
•
Play Configuration Menu action and open its
In the Specific tab, ensure that Caller's Mailbox is selected.
3. Connect the 3 to the
4. Select
Menu action.
Play Configuration Menu action.
Save and make live.
5. From extension 208 dial *17.
6. Press 3 and you should be played the list of user configuration options.
7. Press 5 for Do Not Disturb.
8. Press 1 to enable and then end the call.
9. Dial extension 208 from any other extension. You should get busy tone. End the call.
10. At 208 dial *17 again. Dial 3 for the user configuration options, dial 5 for Do Not Disturb and dial 2
to disable Do Not Disturb.
11. Using Windows, search for a file called AuditTrail.txt (the location of this file varies with versions
of Voicemail Pro and Windows). The file should include details of the changes just made and the
CLI source of the changes if available.
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IP Office
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Voicemail Pro Exercises
26. Using the Alarm Set Action
In this exercise you learn how to add an
Alarm Set action to Default Start Points>Collect to allow
users to set alarm calls on their extensions via voicemail.
The
Alarm Set action can only be used on internal extensions. Voicemail will attempt to present the
alarm call every 5 minutes for half an hour until answered.
1. Within Default Start Points>Collect, add touch tone 4 to the
Miscellaneous Actions icon, add a
2. From the
3. Connect 4 to the
4. Select
Menu action.
Alarm Set action.
Alarm Set action.
Save and make live.
5. From any extension, dial *17 and press 4.
6. Follow the instructions and set an alarm call for 3 minutes after the current time on the voicemail
server.
7. At the time requested, the extension should ring. When you answer, you will hear any message
recorded when the alarm was set.
8. End all calls.
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27. Using a Callback Start Point
27. Using a Callback Start Point
In this exercise you learn how to use a Callback start point to let Bob Rogers (extension 207) be
informed of new voicemail messages whilst at a remote location, eg. his mobile, home number etc. This
feature is separate from voicemail ringback, which works with the user's internal extension number.
Note
•
Before Bob Rogers can do this his system administrator must configure a voicemail code.
27a. Setting Up the Callback Call Flow
1. Under
Specific Start Points, right-click
Users and select Add.
2. In the Name field, enter Bob Rogers. Select the Callback entry point and select OK.
3. Within
Bob Rogers, select
Callback.
4. Add a
Get Mail action and under the Specific tab, in Mailbox enter his user name or
extension number (207).
5. Connect the
6. Select
Start Point and the
Get Mail action.
Save and make live.
27b. Setting the Callback Number
In this part of the exercise, you enter the number to be called. This is done through the IP Office
Manager configuration.
1. In IP Office Manager, open the User configuration form for Bob Rogers.
2. In the Voicemail tab, in Voicemail Code enter 5678 and confirm this in Confirm Voicemail
Code.
•
Callback will not work if the user does not have a voicemail code set.
3. In the Source Numbers tab, add the relevant telephone number prefixed by a capital P, for
example P01923123456. For testing this use a mobile number if your test system has external
lines, otherwise use an extension number.
4. Save and send the configuration to the IP Office.
5. From any other extension, dial 207 and leave a message for Bob Rogers.
6. After a few seconds, the telephone number configured in Source Numbers tab should ring.
7. When answered, you should be prompted for the voicemail access code. Once that is entered,
you will have access to the mailbox.
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Voicemail Pro Exercises
28. Using the Clock Action
In this exercise you learn how to add a new module that will give users the time from the Voicemail
Server PC.
1. Add a new
2. From
Miscellaneous Actions add a
3. Connect the
4. Select
Module called Clock.
Start Point and the
Clock action to the module.
Clock action.
Save and make live.
5. In IP Office Manager, add the following system short code:
6. Save and merge the configuration to the IP Office.
7. Dial 123 on any extension and you should be given the time according to the Voicemail Pro
server.
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Voicemail Pro Exercises
IP Office
29. Using a Post Dial Action
29. Using a Post Dial Action
The
Post Dial action can be used to play the actions in a Voicemail Pro start point to a different
extension than the one triggering the process.
29a. Creating the Module
In this example, we will create a short code that allows the Receptionist to play the Clock module
previously created to another extension.
This is just an example of how post dial can be used to launch a chosen call flow start point at another
extension (we could have used a Menu action to let the receptionist indicate the extension).
1. Add a new
2. From
Module called PostClock.
Miscellaneous Actions, add a
Post Dial action and open its properties.
•
In the Specific tab, in Post the following action or wav file, click
•
Select Start point or module and select the Clock module created previously. Click OK.
•
In to extension, enter 207 and select OK.
3. Connect the
4. Select
Start Point to the
.
Post Dial action.
Save and make live.
5. In IP Office Manager, create a short code to access the PostClock module.
29b. Using Post Dial to Play Wav Files
The Post Dial action can also be used to play a wav file to the target extension.
For example, to play the file c:\file\mymusic.wav, in the Specific tab, you will have the option to play
the wav file in a continuous loop and/or delete the wav file after completion.
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IP Office
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Voicemail Pro Exercises
30. Using Campaigns
In this exercise you learn how to create a campaign where callers are prompted for information that can
be recorded and then accessed by a user when required. The user responsible for responding to the
information can listen to the resulting wav files.
This exercise recreates the catalogue request process previously produced using a Voice Question
action. It reuses the wavs that were created for the earlier exercise.
30a. Creating the Campaign
1. Click the
Campaign Editor icon to open the Campaign Wizard.
2. Select Create a new Campaign and then Next.
3. In the Customer Prompts window, click . In Play a prompt to the customer enter
catalogue.wav and select OK.
4. Click
again and in Play a prompt to the customer enter name.wav and select OK.
5. Click
again and select Allow the customer to input information.
6. In Please enter the maximum recording length enter 10.
7. In Please enter a unique name that will describe the input enter CustomerName (Note: This
field must be all one word) and select OK.
8. Repeat to add address.wav, allow 20 seconds recording time and use CustomerAddress
(Note: Again all one word) as the unique name. Select OK.
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30. Using Campaigns
9. Select Next twice.
10. In the Customer Menu screen, in Please select the prompt to be played after the customer
has made their recordings, enter thanks.wav.
11. Under Please select which options will be available to the customer after the above prompt
has played select 1, 2, 3 and 4. Re-record thanks.wav so that these four options are listed.
12. Select Next.
13. In Where should this Campaign be parked… enter 5000.
14. In The name of this Campaign is, enter Sales Catalogue.
15. Select Next and then Finish.
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IP Office
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Voicemail Pro Exercises
30b. Getting Callers to the Campaign (Part 1)
In this part of the exercise, you add a call flow that will allow you to test the Catalogue campaign.
1. Add a new
2. From the
Module called Catalogues.
Mailbox Actions, add a
Campaign action and open its properties.
•
In the Specific tab, from the Please select a campaign list box, select Sales
Catalogue.
•
Ensure the Leave campaign information option is selected and choose OK.
3. Connect the
4. Select
Start Point to the
Campaign action.
Save and make live.
5. In IP Office Manager, add a new short code as follows:
6. Save and merge the configuration with the IP Office.
7. From any extension, dial *94 and answer the questions as your are taken through the campaign.
Do this several times to leave a number of messages for the campaign.
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Voicemail Pro Exercises
IP Office
30. Using Campaigns
30c. Getting Callers to the Campaign (Part 2)
You can now replace the Catalogue Orders Voice Question action in the Attendant callflow with the
Catalogues module.
Alternatively, if you know the details of the line or incoming number on which catalogue request calls will
be received, you can add an Incoming Call Route in IP Office Manager with VM:Catalogues or *94 as its
Destination.
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Voicemail Pro Exercises
30d. Getting Callers to the Campaign (Part 3)
The following short code can also be used for direct access:
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Voicemail Pro Exercises
IP Office
31. Collecting the Campaign Results
31. Collecting the Campaign Results
Having created a campaign for callers, we need to be able to collect and process the results. This can be
done in a number of ways.
Note
•
When you are in the campaign messages, the controls differ from normal mailbox messages.
You can step forwards and back between the individual responses in the message.
1 - Start of message.
2 - Rewind.
3 - Stop message.
4 - Mark as processed
and delete.
5 - Mark as processed and 6
save.
7 - Previous response.
8 - Start of response.
9 - Next response.
* - Rewind.
0 - Pause.
# - Fast forward.
31a. Using a DSS Key
The Park Slot number assigned to the Campaign can be used with DSS keys. The advantage here is
that if the key includes BLF lamp, the lamp will be lit when there are campaign messages waiting to be
processed.
1. In IP Office Manager, receive the IP Office configuration.
2. Open the
User form for Kate Smith.
3. Select Button Programming tab.
4. Select a free DSS button, click the Action cell and select Park.
5. In the Telephone Number cell, enter the campaign's park slot number, in this example 5000 for
our Catalogue Requests campaign.
6. Save the configuration back to the IP Office and reboot.
7. Wait until voicemail services have restarted.
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Voicemail Pro Exercises
8. The DSS key on extension 208 should be flashing red, indicating that there are messages in the
campaigns park slot.
9. Press the DSS key to display the campaign name and number of messages.
10. Press the DSS key again to start processing those messages.
•
Note: The RideCall function (Action | Advanced | Call | RideCall) can also be used to
collect the calls, but this method does not provide any visual feedback when messages
are present.
31b. Using the Campaign Action to Collect Messages
In this part of the exercise, you change the call flow for collecting Sales group messages so that users
can choose to check the campaign messages.
1. Record a prompt called sales collect menu.wav, such as "Press 1 for group messages, 2 for
campaign messages."
2. Under
Groups, right-click on
Sales and select Edit.
3. Add Collect to the ticked options and click OK.
4. Select t
he
Collect start point now under
Sales.
5. Add a Menu action and open its properties.
•
In the Entry Prompts tab, add sales collect menu.wav.
•
In the Touch Tones tab, select 1 and 2. Click OK.
6. Add a
•
7. Add a
•
Get Mail action and open its properties.
In the Specific tab, set the Mailbox to Sales. Click OK.
Campaign action and open its properties.
In the Specific tab, select the Sales Catalogue campaign and Pick up campaign
information. Click OK.
8. Connect the
Start Point to the
9. Connect 1 to
Get Mail.
10. Connect 2 to
Campaign.
11.
Menu action.
Save and make live.
12. From any extension, dial *88. Press 2 to collect and process campaign messages.
31c. Using the Web Access
If during installation of Voicemail Pro, the details and root folder location of a voicemail server were
entered, then the campaign messages can be processed via web access.
Entering the address http://<server address>/campaign/campcgi.html should display a page that
allows agents to select the campaign they want to process and to then see a list of messages.
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31. Collecting the Campaign Results
31d. Using a Shortcode
In this part of the exercise, we will create a short code that allow direct access to collecting campaign
messages.
1. In IP Office Manager, create a system short code similar to that below.
2. Save and merge the configuration to the IP Office.
3. At any extension, dial *98. You should here one of the messages let for the Sales Catalogue
campaign.
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IP Office
Index
A
Access
Call List .........................................................22, 23
NameWavs .........................................................23
Recordings Module.............................................23
Voice Question ...................................................17
Access .....................................................................17
Access .....................................................................22
Access .....................................................................23
Access .....................................................................39
Access .....................................................................44
Add
Alarm Set ............................................................50
Assisted Transfer Action.....................................47
Calendar .............................................................25
Campaign ...........................................................59
Condition.............................................................25
Edit Play List .......................................................44
ETA Message .....................................................41
Get Mail ........................................................51, 59
Home ..................................................................47
Incoming Call Route ...........................................54
Menu.......................................................23, 46, 59
Module ................................................................33
Number Unavailable Prompt ..............................47
OpenHours .........................................................33
Out ......................................................................25
Queue ETA Action ..............................................41
Queued Message ...............................................39
Shortcode .....................................................23, 44
Start Point ...........................................................44
Still Queued ........................................................42
Still Queued Actions ...........................................42
Test Condition.....................................................25
Timeout...............................................................10
Transfer ..............................................................46
User Start Point ..................................................45
wav file............................................. 39, 41, 42, 46
Add Collect...............................................................59
Add Edit Play List...............................................39, 41
Add Shortcode
Change ...............................................................29
Add Shortcode .........................................................29
Add Still Queued ......................................................42
Alarm Set Action ......................................................50
Assign ......................................................................29
Assisted Transfer
Action..................................................................47
Adding Action......................................................47
Extns ...................................................................47
Assisted Transfer .....................................................37
Assisted Transfer .....................................................47
Attendant callflow.....................................................54
Attendant Hours Condition
Creating ..............................................................25
Expanding...........................................................25
Attendant Hours Condition.......................................25
AutoAttend .......... 7, 13, 14, 16, 17, 21, 22, 25, 29, 33
Voicemail Pro Exercises
IP Office
B
BLF ..........................................................................59
Busy
Connect ..............................................................47
Busy .........................................................................47
C
Calculating
ETA .....................................................................41
Calculating ...............................................................41
Calendar
add ......................................................................25
Calendar ..................................................................25
Call ...........................................................................59
Call List
access...........................................................22, 23
Call List ....................................................................22
Call List ....................................................................23
Call List Action ...................................................22, 23
Call Routing
Altering................................................................33
Call Routing .............................................................33
Callback
Select ..................................................................51
use ......................................................................51
Callback ...................................................................51
Callback Callflow......................................................51
Callback Number
Setting.................................................................51
Callback Number .....................................................51
Callback Start Point .................................................51
Callers
Getting ................................................................54
Callers......................................................................14
Callers......................................................................54
Callflow
Changing a .........................................................59
Creating a ...........................................................37
Testing a .............................................................37
Campaign
Add......................................................................59
Creating ..............................................................54
Campaign.................................................................54
Campaign.................................................................59
Campaign Action
Collect Messages ...............................................59
Campaign Action......................................................59
Campaign Results
Collecting ............................................................59
Campaign Results....................................................59
Campaign Wizard ....................................................54
Catalogue Orders.....................................................17
Catalogue Orders Voice Question
replace ................................................................54
Changing
No Answer Timeout ............................................47
Token Name . 7, 11, 12, 14, 17, 21, 37, 39, 41, 44,
47
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Clock
Play .....................................................................53
Select..................................................................53
Clock Action .............................................................52
Close........................................................................47
Collect
Campaign Results ..............................................59
Group Messages ................................................19
Select..................................................................59
Collect ......................................................................19
Collect ......................................................................46
Collect ......................................................................47
Collect ......................................................................59
Collect Messages
Campaign Action ................................................59
Collect Messages.....................................................59
Combining
Controls ..............................................................29
Test Condition.....................................................33
Combining................................................................29
Combining................................................................33
Condition
add ......................................................................25
Condition..................................................................25
Condition Editor .......................................................25
Conditions Actions .............................................29, 33
Conditions Editor icon..............................................25
Configuration Actions...............................................49
Confirm Voicemail Code ..........................................51
Connect
Busy....................................................................47
False .............................................................25, 29
No Answer ..........................................................47
Queue Position ...................................................41
Reception Closed ...............................................33
Reception Open..................................................33
Record Sales Message ......................................44
Start Point ... 23, 25, 29, 33, 39, 42, 44, 46, 51, 52,
53, 54, 59
Timeout.........................................................10, 42
True ..............................................................25, 29
Connect Test Condition's False...............................33
Connect Test Condition's True ................................33
Connect Test User Variable's False ........................33
Controls
Combining...........................................................29
Controls....................................................................29
Create Modules
Alter ....................................................................29
Create Modules........................................................29
Customer Menu .......................................................54
Customer Prompts ...................................................54
CustomerAddress ....................................................54
CustomerName........................................................54
D
Default Collect
use ......................................................................46
Default Collect..........................................................46
Default Leave...........................................................45
Default Start Points............................................46, 47
Dial Extn No .............................................................11
Digital Terminal ..........................................................5
Do Not Disturb .........................................................49
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E
Edit
Hunt Group ...........................................................5
Users.....................................................................5
Edit .............................................................................5
Edit ...........................................................................39
Edit ...........................................................................42
Edit ...........................................................................59
Edit Play List
Add......................................................................44
Edit Play List ............................................................42
Edit Play List ............................................................44
Edit Play List ............................................................47
Edit SalesQueue.wav ..............................................39
End
change ................................................................25
End...........................................................................25
Entry Prompt
Menu .............................................................13, 46
Recording ...........................................................13
ETA Message
Adding.................................................................41
ETA Message ..........................................................41
Expanding
Attendant Hours Condition .................................25
Expanding ................................................................25
Extensions .................................................... 5, 13, 14
External Call Routing .................................................7
F
False
Connect ........................................................25, 29
False ........................................................................25
False ........................................................................29
Feature Key ...............................................................5
Feature Key Server....................................................5
Forwarding
Messages ...........................................................44
Forwarding ...............................................................44
FWD .........................................................................44
G
Get Mail
Add................................................................51, 59
Get Mail..............................................................14, 46
Get Mail....................................................................51
Get Mail....................................................................59
Getting
Callers.................................................................54
Getting .....................................................................54
Group Members
List ......................................................................22
Group Members .......................................................22
Group Messages
Collecting ............................................................19
Group Messages......................................................19
Groups
Under Specific Start Points.................................39
Groups .....................................................................37
Groups .....................................................................39
H
Holidays Calendar....................................................25
Home
Add......................................................................47
Use......................................................................16
Voicemail Pro Exercises
IP Office
Index
H
Home Action
Restart ................................................................16
Home Action ............................................................16
Hours
Out ......................................................................33
Hours .......................................................................33
Hours Service ..........................................................25
Hunt Group
Edit........................................................................5
Hunt Group ................................................................5
Hunt Group ..............................................................37
Hunt Group Attendant
Creating ..............................................................37
Hunt Group Attendant..............................................37
I
Incoming Call Route
Adding.................................................................54
Incoming Call Route ............................................7, 33
Incoming Call Route ................................................54
Internal Shortcode .....................................................7
K
KEY
Set Wait ..............................................................42
Wait.....................................................................10
L
Leave
Ensure ................................................................54
Select..................................................................45
Voicemail ............................................................45
Leave Mail............................................. 12, 14, 37, 45
Leave Mail Reception ........................... 12, 25, 29, 33
List
Group Members..................................................22
M
Mailbox
Send Recording ..................................................17
Menu
Adding.....................................................23, 46, 59
Entry Prompts ...............................................13, 46
Start Point ...........................................................25
Menu Timeout ..........................................................10
Messages
Forwarding..........................................................44
Messages.................................................................44
Miscellaneous Actions .......................................52, 53
Module
Adding.................................................................33
Creating ..................................................33, 44, 53
Module Returns........................................................33
Multiple Users ..........................................................44
N
Name
Recording ...........................................................23
Name WAVs Table ..................................................23
NameWavsTable .....................................................23
New Module
Creating ................................................................7
New Variable
Create .................................................................29
No Answer
Connect ..............................................................47
Voicemail Pro Exercises
IP Office
No Answer Timeout
Change ...............................................................47
Number Unavailable Prompt
Adding.................................................................47
Number Unavailable Prompt....................................47
O
Open
Properties .............................. 7, 11, 12, 13, 14, 23
User ....................................................................59
OpenHours
add ......................................................................33
Out
Adding.................................................................25
Hours ..................................................................33
P
Park..........................................................................59
Park Slot ..................................................................59
Personal Attendant
Creating ..............................................................45
Personal Attendant ..................................................45
Play
attendant.wav ........................................ 13, 14, 29
Clock ...................................................................53
Still Queued ........................................................42
wav file ................................................... 14, 47, 53
Play Configuration Menu Action ..............................49
Play Wav Files
Using Post Dial ...................................................53
Play Wav Files .........................................................53
Point
Sales .............................................................39, 42
Point.........................................................................39
Point.........................................................................42
Post..........................................................................53
Post Dial...................................................................53
Post Dial Action........................................................53
PostClock.................................................................53
Prompt User.............................................................22
Properties
Open ...................................... 7, 11, 12, 13, 14, 23
Q
Queue Actions ...................................................39, 41
Queue ETA ..............................................................41
Queue ETA Action
Adding.................................................................41
Queue Position
Connect ..............................................................41
Queue Position Action .............................................39
Queue.wav.........................................................39, 41
Queued Callflow
Creating ..............................................................39
Queued Callflow.......................................................39
Queued Message
Adding.................................................................39
Queued Message.....................................................39
Queued.wav.......................................................39, 42
Queueing
Sales ...................................................................37
Select ..................................................... 37, 39, 41
Queuing On
Untick ..................................................................37
Queuing On..............................................................37
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R
Reception.................. 7, 10, 12, 13, 29, 33, 37, 42, 45
Reception Closed
Connect ..............................................................33
Reception Closed.....................................................33
Reception Open
Connect ..............................................................33
Reception Open .......................................................33
ReceptionClosed .....................................................29
ReceptionOpen ........................................................29
Record
Entry Prompts .....................................................13
Names ................................................................23
Sales Still Queued Message ..............................42
WAV File.............................................................14
Record/re-record......................................................39
Recordings............................................ 23, 41, 42, 47
Recordings Module
Access ................................................................23
Recordings Module..................................................23
Repeat
address.wav........................................................17
Repeat .....................................................................17
Replace
Transfer ..............................................................47
Replace....................................................................47
Replace....................................................................54
Rerecord ............................................................13, 23
Re-record attendant.wav .............................16, 17, 22
Restart
Home Action .......................................................16
Restart .....................................................................16
Results .....................................................................14
Return
Attendant ............................................................25
Return ......................................................................25
Reuse.......................................................................33
Reusing Modules .....................................................33
RideCall ...................................................................59
Routed
voicemail.............................................................37
Routed .....................................................................37
S
Sales Group .............................................................39
Send Recording
Mailbox ...............................................................17
Send Recording .......................................................17
Sequence...........................................................11, 12
Set User Variable.....................................................29
Set User Variable Action..........................................29
Set Variable .............................................................29
Set Wait
key ......................................................................42
Set Wait ...................................................................42
Setting
Callback Number ................................................51
Mailbox .....................................................7, 37, 59
Source ................................................................37
Up .............................................................7, 23, 51
Setting......................................................................51
Setting......................................................................59
Short Codes.Attendant ............................................33
Shortcode
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15-601138 Issue 6 (30 May 2006)
Add................................................................23, 44
Create .................................................... 44, 53, 59
Following.................................................. 7, 44, 54
Shortcodes
following ..............................................................29
Shortcodes...............................................................29
Source Numbers ......................................................51
Specific Start Point...................................................45
Start
Play Offer.wav ....................................................14
Start Point
add ......................................................................44
Connect 23, 25, 29, 33, 39, 42, 44, 46, 51, 52, 53,
54, 59
Menu ...................................................................25
Still Queued
add ......................................................................42
played .................................................................42
Select ..................................................................42
Still Queued .............................................................42
Still Queued Actions
Adding.................................................................42
Still Queued Actions.................................................42
Stop..........................................................................13
System Configuration.................................................5
System Defined Variables list ..................................11
T
Telephone Number ..................................................59
Test Condition
add ......................................................................25
combines ............................................................33
Test Condition..........................................................25
Test Condition..........................................................33
Test User Variable .............................................29, 33
Testing
Callflow ...............................................................37
Catalogue ...........................................................54
Testing .....................................................................37
Testing .....................................................................54
Timeout
add ......................................................................10
Connect ........................................................10, 42
Timeout ....................................................................10
Timeout ....................................................................42
Token Name
Changing . 7, 11, 12, 14, 17, 21, 37, 39, 41, 44, 47
Transfer Extns ....................................................46
Toolbar
Basic Actions icon...............................................14
Connection icon ....................................................7
Mailbox Actions icon ...........................................12
Make Live icon................................................7, 10
Telephony Actions ..............................................21
Touch Tones ................... 7, 10, 11, 12, 23, 42, 46, 59
Transfer
Add......................................................................46
Replace...............................................................47
Sales ...................................................................45
Sales Busy..........................................................37
Transfer Extn ...........................................................11
Transfer Extns
Token Name .......................................................46
Voicemail Pro Exercises
IP Office
Index
Transfer Reception ..............................................7, 10
Transfer Support
delete ..................................................................21
True
Connect ........................................................25, 29
True..........................................................................25
True..........................................................................29
U
Unavailable.wav.......................................................47
Untick
Queuing On ........................................................37
Untick .......................................................................37
User Name.................................................................5
User Start Point
add ......................................................................45
User Start Point........................................................45
User Variable list......................................................29
Users
Edit........................................................................5
Open ...................................................................59
Using Campaigns ....................................................54
Using Post Dial
Play Wav Files ....................................................53
Using Post Dial ........................................................53
Using User Defined Variables..................................29
Voicemail Pro Exercises
IP Office
V
Value
Reception............................................................29
Value........................................................................29
Variable....................................................................29
Variables Value........................................................29
Voice Question
access.................................................................17
Voicemail Code........................................................51
Voicemail Pro Server .................................................5
Voicemail ringback...................................................51
Voicemail Server PC................................................52
W
Wait
key ......................................................................10
Wait ..........................................................................10
Wav file
Adding.............................................. 39, 41, 42, 46
Playing ................................................... 14, 47, 53
Recording ...........................................................14
Web Access .............................................................59
Week Planner ..........................................................25
Whisper....................................................................21
Whisper Action.........................................................21
Wild Card ...........................................................11, 12
Page 67
15-601138 Issue 6 (30 May 2006)
Voicemail Pro Exercises
Performance figures and data quoted in this document are typical, and must be specifically
confirmed in writing by Avaya before they become applicable to any particular order or contract.
The company reserves the right to make alterations or amendments to the detailed
specifications at its discretion. The publication of information in this document does not imply
freedom from patent or other protective rights of Avaya or others.
Intellectual property related to this product (including trademarks) and registered to Lucent
Technologies have been transferred or licensed to Avaya.
All trademarks identified by the ® or ™ are registered trademarks or trademarks, respectively,
of Avaya Inc. All other trademarks are the property of their respective owners.
This document contains proprietary information of Avaya and is not to be disclosed or used
except in accordance with applicable agreements.
Any comments or suggestions regarding this document should be sent to
"wgctechpubs@avaya.com".
© 2006 Avaya Inc. All rights reserved.
Avaya
Unit 1, Sterling Court
15 - 21 Mundells
Welwyn Garden City
Hertfordshire
AL7 1LZ
England
Tel: +44 (0) 1707 392200
Fax: +44 (0) 1707 376933
Web: http://www.avaya.com/ipoffice/knowledgebase
Page 68
15-601138 Issue 6 (30 May 2006)
Voicemail Pro Exercises
IP Office
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