Voicemail Pro Installation

Voicemail Pro Installation
IP Office
Voicemail Pro Installation &
Maintenance
40DHB0002USAW Issue 12c (5th May 2004)
Table Of Contents
Voicemail .................................................................................................................................... 1
Overview of Voicemail Pro ......................................................................................................................... 1
Voicemail Pro Features .............................................................................................................................. 2
Voicemail Pro Components ........................................................................................................................ 3
Number of Simultaneous Voicemail Users ................................................................................................. 4
User, Group and Mailbox Names ............................................................................................................... 4
Language Support ...................................................................................................................................... 5
The Voicemail Console............................................................................................................................... 6
Voicemail Pro Installation ......................................................................................................... 7
Installation Requirements ........................................................................................................................... 7
Voicemail Pro Licenses .............................................................................................................................. 9
Upgrading an Existing Voicemail Pro System .......................................................................................... 10
1. Backing Up the Existing Voicemail Pro Database ........................................................................... 10
2. Uninstall Voicemail Pro .................................................................................................................... 10
3. Upgrade Installation ......................................................................................................................... 10
4. Restoring the Voicemail Pro Database ............................................................................................ 10
Basic Voicemail Pro (Compact) Software Installation .............................................................................. 11
Voicemail Pro with Web Campaigns (Typical) Software Installation ........................................................ 16
Starting the Voicemail Pro Server ............................................................................................................ 22
Voicemail Email Installation.................................................................................................... 25
Overview of Voicemail Email Installation.................................................................................................. 25
Installing Voicemail Pro for SMTP Voicemail Email.................................................................................. 26
Installing Voicemail Pro for MAPI Voicemail Email as a Domain Member ............................................... 27
Creating a Voicemail Domain Account ................................................................................................ 27
Configuring Outlook ............................................................................................................................. 28
Installing the Voicemail Pro Software .................................................................................................. 29
Installing Voicemail Pro for MAPI Voicemail Email as a Work Group Member ........................................ 30
Create a Voicemail User Account ........................................................................................................ 30
Configuring Outlook Express for Internet Mail ..................................................................................... 30
Configuring Outlook for Internet Mail ................................................................................................... 31
Configuring Outlook for Exchange Server ........................................................................................... 32
Installing the Voicemail Pro Software .................................................................................................. 33
Switching the Voicemail Pro to MAPI Operation.................................................................................. 33
Changing SMTP and MAPI Settings ........................................................................................................ 34
Switching Between MAPI and SMTP/Entering MAPI Settings............................................................. 34
Changing the SMTP Email Account Settings....................................................................................... 35
Voicemail Email User and Group Configuration ....................................................................................... 36
Manager Settings................................................................................................................................. 36
User Configuration ............................................................................................................................... 37
Play Configuration Menu Action........................................................................................................... 37
What Voicemail Email Messages Look Like ............................................................................................. 38
The Voicemail Pro Email Action ............................................................................................................... 39
IMS Installation......................................................................................................................... 41
Integrated Messaging Service (IMS) ........................................................................................................ 41
IMS Limitations .................................................................................................................................... 42
IMS Components ................................................................................................................................. 42
IMS Installation Alternatives................................................................................................................. 43
1. Before Installing IMS ............................................................................................................................ 44
2. Installing the IMS & Voicemail Pro Software ........................................................................................ 45
3. Switching Voicemail Pro to MAPI ......................................................................................................... 51
4. Associating Voice Mailboxes to Email Addresses ................................................................................ 52
5. Installing the IMS Client Software......................................................................................................... 53
5a. IMS Client PC Requirements ......................................................................................................... 53
5b. Installation Process........................................................................................................................ 54
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40DHB0002USAW Issue 12c (5th May 2004)
Table Of Contents
6. Checking & Observing IMS Operation.................................................................................................. 55
Networked Messaging Installation ......................................................................................... 57
Voicemail Pro Networked Messaging ....................................................................................................... 57
Requirements for VPNM........................................................................................................................... 58
Installing Voicemail Pro Software with VPNM Support............................................................................. 59
Configuring VPNM Accounts on Voicemail Pro ........................................................................................ 65
Test Setup ................................................................................................................................................ 66
IP Office to Avaya Interchange................................................................................................................. 67
Configure the Avaya Intuity Audix........................................................................................................ 67
Configure the Avaya Interchange ........................................................................................................ 68
Configure a DNS Server ...................................................................................................................... 71
Verification & Troubleshooting ............................................................................................................. 72
Centralized Voicemail Installation .......................................................................................... 75
Centralized Voicemail Pro ........................................................................................................................ 75
Planning Requirements........................................................................................................................ 75
Restrictions .......................................................................................................................................... 75
Licensing.............................................................................................................................................. 76
Additional Notes................................................................................................................................... 76
Setting Up Centralized Voicemail Pro ...................................................................................................... 77
Text to Speech Installation...................................................................................................... 79
Text to Speech ......................................................................................................................................... 79
Installing Generic Text to Speech............................................................................................................. 80
Installing Avaya Text to Speech ............................................................................................................... 80
Configuring TTS Speech .......................................................................................................................... 80
Using the Speak Text Action .................................................................................................................... 81
TTS SAPI Controls ................................................................................................................................... 82
Email Reading .......................................................................................................................................... 85
Voicemail Pro Server Configuration....................................................................................... 87
Server Configuration................................................................................................................................. 87
System Settings........................................................................................................................................ 87
Path Setting .............................................................................................................................................. 87
Email Settings........................................................................................................................................... 88
SMTP Email Settings................................................................................................................................ 89
IP Office Manager Configuration ............................................................................................ 91
IP Office Configuration ............................................................................................................................. 91
System Configuration ............................................................................................................................... 91
User Configuration.................................................................................................................................... 92
User Source Number Configuration ......................................................................................................... 94
Voicemail Reception/Operator.................................................................................................................. 94
Using Voicemail to Give Error Messages ................................................................................................. 95
Routing/Transferring Calls to Voicemail................................................................................ 97
Transferring Callers to Voicemail ............................................................................................................. 97
Routing User Calls to Voicemail ............................................................................................................... 97
Transfer Calls to Voicemail....................................................................................................................... 98
Using Short Codes to Access Voicemail .................................................................................................. 98
Using VM: to Access Voicemail ................................................................................................................ 99
VM: versus Short Codes? .................................................................................................................... 99
Voicemail Telephone Numbers .............................................................................................................. 100
Voicemail Lite and Pro ....................................................................................................................... 100
Voicemail Pro Start Points ................................................................................................................. 100
Example Call Flow: SelfSelect Module................................................................................................... 101
The Voicemail Pro Module................................................................................................................. 101
Creating a Matching Short Code........................................................................................................ 102
Using the Module ............................................................................................................................... 102
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40DHB0002USAW Issue 12c (5th May 2004)
Table Of Contents
Accessing Voicemail Remotely ............................................................................................ 103
Overview of Remote Access .................................................................................................................. 103
Access Voicemail from Another Extension............................................................................................. 103
Access from Any Extension for All Users ............................................................................................... 103
Access from Any Extension for a Specific User ..................................................................................... 104
Access from a Trusted Extension........................................................................................................... 104
Accessing Voicemail from an External Location..................................................................................... 104
Direct Access from a Trusted External Location .................................................................................... 104
Voicemail Pro Callback (Outcalling) ....................................................................................................... 105
1. Setting Up the Callback Call Flow.................................................................................................. 105
2. Setting the User's Callback Number .............................................................................................. 106
Using a Play Configuration Menu Action ................................................................................................ 106
Hunt Groups ........................................................................................................................... 107
Hunt Group Voicemail ............................................................................................................................ 107
Displaying and Accessing Hunt Group Messages.................................................................................. 108
Accessing Hunt Group Voicemail Using a Short Code........................................................................... 109
Hunt Group Configuration....................................................................................................................... 110
Out of Hours Operation .......................................................................................................................... 111
Hunt Group Queuing .............................................................................................................................. 112
Customizing Queuing ............................................................................................................................. 113
Example Call Flow Using $POS ............................................................................................................. 114
Using the Voicemail Pro Client ............................................................................................. 115
Overview of Voicemail Pro ..................................................................................................................... 115
The Voicemail Pro Screen...................................................................................................................... 116
Starting Voicemail Pro ............................................................................................................................ 116
Toolbar Icons.......................................................................................................................................... 117
Start Points ............................................................................................................................................. 118
Adding a Start Point ........................................................................................................................... 119
Short Code Start Points ..................................................................................................................... 119
Editing a Start Point ........................................................................................................................... 119
Deleting a Start Point ......................................................................................................................... 119
Renaming a User, Group or Short Code............................................................................................ 119
Default Start Points................................................................................................................................. 120
Actions.................................................................................................................................................... 121
Adding an Action................................................................................................................................ 121
Editing an Action ................................................................................................................................ 121
Deleting an Action.............................................................................................................................. 121
Connections............................................................................................................................................ 122
Adding a Connection.......................................................................................................................... 122
Deleting a Connection........................................................................................................................ 122
Saving and Making Live ......................................................................................................................... 123
Importing and Exporting ......................................................................................................................... 123
Including Other Files............................................................................................................................... 123
Viewing As Text...................................................................................................................................... 123
System Preferences ............................................................................................................................... 124
System Preferences........................................................................................................................... 124
System Preferences: General............................................................................................................ 124
System Preferences: Directories ....................................................................................................... 125
MAPI System Preferences................................................................................................................. 126
System Preferences: Housekeeping.................................................................................................. 127
VPNM Preferences ............................................................................................................................ 128
User Defined Variables........................................................................................................................... 129
System Variables.................................................................................................................................... 130
Using Variables.................................................................................................................................. 130
Wave Editor ............................................................................................................................................ 131
Voicemail Pro Actions ........................................................................................................... 133
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40DHB0002USAW Issue 12c (5th May 2004)
Table Of Contents
Overview of Actions................................................................................................................................ 133
Available Actions .................................................................................................................................... 134
Action Tabs............................................................................................................................................. 137
General Tab ....................................................................................................................................... 137
Entry Prompts Tab ............................................................................................................................. 137
Specific Tab ....................................................................................................................................... 137
Reporting Tab .................................................................................................................................... 138
Results Tab........................................................................................................................................ 138
Basic Actions .......................................................................................................................................... 139
Generic Action ................................................................................................................................... 139
Speak Text Action.............................................................................................................................. 139
Menu Action ....................................................................................................................................... 139
Goto Action ........................................................................................................................................ 140
Disconnect Action .............................................................................................................................. 140
Home Action ...................................................................................................................................... 140
Module Return Action ........................................................................................................................ 140
Mailbox Actions ...................................................................................................................................... 141
Get Mail Action................................................................................................................................... 141
Leave Mail Action............................................................................................................................... 141
Listen Action ...................................................................................................................................... 142
Voice Question Action........................................................................................................................ 142
Campaign Action................................................................................................................................ 143
Configuration Actions ............................................................................................................................. 144
Edit Play List Action ........................................................................................................................... 144
Record Name Action.......................................................................................................................... 144
Play Configuration Menu Action......................................................................................................... 145
Select System Prompt Language Action ........................................................................................... 145
Telephony Actions .................................................................................................................................. 146
CLI Routing Action ............................................................................................................................. 146
Route Incoming Call Action................................................................................................................ 146
Route by Call Status .......................................................................................................................... 146
Transfer Action................................................................................................................................... 146
Whisper Action................................................................................................................................... 147
Call List Action ................................................................................................................................... 147
Dial by Name Action .......................................................................................................................... 148
Conferencing Center Action............................................................................................................... 149
Assisted Transfer Action .................................................................................................................... 149
Alphanumeric Action .......................................................................................................................... 150
Miscellaneous Actions ............................................................................................................................ 151
eMail Action ....................................................................................................................................... 151
Open Door Action .............................................................................................................................. 151
Alarm Set Action ................................................................................................................................ 151
Clock Action ....................................................................................................................................... 151
Post Dial Action.................................................................................................................................. 152
VB Script Action ................................................................................................................................. 152
Condition Actions.................................................................................................................................... 153
Test Condition Action......................................................................................................................... 153
Set User Variable Action.................................................................................................................... 153
Test User Variable Action .................................................................................................................. 153
Check Digits Action............................................................................................................................ 154
Database Actions ................................................................................................................................... 155
Database Open Action....................................................................................................................... 155
Database Execute Action................................................................................................................... 156
Database Get Data Action ................................................................................................................. 156
Database Close Action ...................................................................................................................... 157
Queue Actions ........................................................................................................................................ 158
Queue ETA Action ............................................................................................................................. 158
Queue Position Action ....................................................................................................................... 158
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40DHB0002USAW Issue 12c (5th May 2004)
Table Of Contents
Using Modules ....................................................................................................................... 159
Introduction to Modules .......................................................................................................................... 159
Creating a Module.............................................................................................................................. 159
Adding a Module to a Start Point ....................................................................................................... 159
Importing and Exporting Modules ...................................................................................................... 159
Running a Module Directly from a Short Code ....................................................................................... 160
Running a Module Directly from an External Call ................................................................................... 160
Conditions Editor ................................................................................................................... 161
Conditions............................................................................................................................................... 161
Using the Conditions Editor .................................................................................................................... 162
Adding a Condition............................................................................................................................. 162
Adding Elements to a Condition......................................................................................................... 162
Editing Elements and Conditions ....................................................................................................... 162
Changing a Condition's Logical Setting ............................................................................................. 162
Deleting Elements and Conditions..................................................................................................... 162
Available Condition Elements ................................................................................................................. 163
Calendar ............................................................................................................................................ 163
Week Planner .................................................................................................................................... 163
Condition............................................................................................................................................ 163
Compare ............................................................................................................................................ 163
Voicemail Pro Campaigns ..................................................................................................... 165
Introduction to Campaigns...................................................................................................................... 165
Campaign Web Access .......................................................................................................................... 165
Adding, Modifying & Deleting Campaigns .............................................................................................. 166
Customer Prompts.................................................................................................................................. 166
Customer Menu ...................................................................................................................................... 167
Campaign Identification .......................................................................................................................... 167
Accessing a Campaign........................................................................................................................... 168
Recording Calls...................................................................................................................... 169
Manual Call Recording ........................................................................................................................... 169
Voicemail Pro Manual Recording....................................................................................................... 169
Manager Configuration for Manual Recording ................................................................................... 170
Voicemail Pro Configuration .............................................................................................................. 170
Triggering Manual Call Recording ..................................................................................................... 171
Customizing Manual Recording ......................................................................................................... 173
Automatic Call Recording ....................................................................................................................... 174
Voicemail Pro Automatic Call Recording ........................................................................................... 174
IP Office Configuration....................................................................................................................... 175
Voicemail Pro Configuration .............................................................................................................. 175
Customizing Auto-Record .................................................................................................................. 176
Fax Operation......................................................................................................................... 177
Voicemail Pro Fax Operation.................................................................................................................. 177
Setting the Voicemail Pro System Fax Number ..................................................................................... 177
Setting a Mailbox Fax Number ............................................................................................................... 178
Routing Fax Calls Using a Menu Action ................................................................................................. 178
IVR Database Connection ..................................................................................................... 179
IVR: Connecting Voicemail Pro to a Database....................................................................................... 179
Example.................................................................................................................................................. 180
Example Database Scenario ............................................................................................................. 180
1. Retrieving Data from the Database................................................................................................ 181
2. Returning Data from the Database ................................................................................................ 185
Enter Details into the Database ......................................................................................................... 187
Mailbox User Controls ........................................................................................................... 189
Mailbox User Controls ............................................................................................................................ 189
Telephony Operation Mode .................................................................................................................... 190
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40DHB0002USAW Issue 12c (5th May 2004)
Table Of Contents
Automatic Message Deletion - Housekeeping........................................................................................ 191
Visual Voice............................................................................................................................................ 192
TTY Support ........................................................................................................................... 193
Voicemail Pro TTY Prompts ................................................................................................................... 193
Installing Voicemail Pro TTY Prompts ............................................................................................... 193
User Configuration.................................................................................................................................. 194
Changing the User Locale ................................................................................................................. 194
Mailbox Access .................................................................................................................................. 194
Voicemail Pro Customization.................................................................................................................. 195
Simple Mailbox Customization........................................................................................................... 195
Complex Mailbox Customization........................................................................................................ 196
Dial by Name .......................................................................................................................... 197
Voicemail Pro Dial by Name................................................................................................................... 197
Example Dial by Name Call Flow ........................................................................................................... 198
Adding a Record Name Module ............................................................................................................. 199
Using the Name Table............................................................................................................................ 200
Changing Full Names ............................................................................................................................. 200
Language Switching .............................................................................................................. 201
Voicemail Pro Language Switching ........................................................................................................ 201
Automatic Fallback Language Selection ................................................................................................ 202
Using the Select System Prompt............................................................................................................ 203
Switching Custom Prompts - Using $LOC.............................................................................................. 204
VBScript.................................................................................................................................. 205
VB Script Action...................................................................................................................................... 205
Properties ............................................................................................................................................... 205
Internal Variables ............................................................................................................................... 205
VBScript Properties ................................................................................................................................ 206
CallingParty Property ......................................................................................................................... 206
EstimatedAnswer Property ................................................................................................................ 206
LastAccessedMsg Property ............................................................................................................... 206
Locale Property.................................................................................................................................. 207
Name Property................................................................................................................................... 207
NewMsgs Property............................................................................................................................. 207
OldMsgs Property .............................................................................................................................. 208
PositionInQueue Property.................................................................................................................. 208
Result Property .................................................................................................................................. 208
SavedMsgs Property.......................................................................................................................... 209
SavedResult Property ........................................................................................................................ 209
Variable Property ............................................................................................................................... 209
VBScript Methods................................................................................................................................... 210
ForwardMsg Method .......................................................................................................................... 210
ForwardMsgToMailbox Method ......................................................................................................... 211
FullFilename Method ......................................................................................................................... 211
GetCallingParty Method..................................................................................................................... 212
GetDTMF Method .............................................................................................................................. 212
GetEstimatedAnswer Method ............................................................................................................ 212
GetExtension Method ........................................................................................................................ 213
GetLocale Method.............................................................................................................................. 213
GetMailbox Method............................................................................................................................ 213
GetMailboxMessage Method ............................................................................................................. 214
GetMailboxMessages Method ........................................................................................................... 214
GetMessagePriority Method .............................................................................................................. 214
GetMessagePrivate Method .............................................................................................................. 215
GetMessageStatus Method ............................................................................................................... 215
GetName Method............................................................................................................................... 215
GetNewMsgs Method ........................................................................................................................ 216
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40DHB0002USAW Issue 12c (5th May 2004)
Table Of Contents
GetOldMsgs Method .......................................................................................................................... 216
GetPositionInQueue Method.............................................................................................................. 216
GetRegister Method........................................................................................................................... 216
GetResult Method .............................................................................................................................. 217
GetSavedMsgs Method ..................................................................................................................... 217
GetSavedResult Method.................................................................................................................... 217
GetVariable Method ........................................................................................................................... 217
MessageCLI Method.......................................................................................................................... 218
MessageDisplay Method.................................................................................................................... 218
MessageLength Method .................................................................................................................... 218
MessageTime Method ....................................................................................................................... 219
PlayDigits Method .............................................................................................................................. 219
PlayLocaleWav Method ..................................................................................................................... 220
PlayWav Method................................................................................................................................ 221
RecordMsg Method............................................................................................................................ 223
RecordRegister Method ..................................................................................................................... 223
Register Method................................................................................................................................. 224
SetLocale Method .............................................................................................................................. 224
SetMailboxMessage Method.............................................................................................................. 224
SetRegister Method ........................................................................................................................... 225
SetResult Method .............................................................................................................................. 225
SetSavedResult Method .................................................................................................................... 225
SetVariable Method ........................................................................................................................... 226
Speak Method.................................................................................................................................... 226
Index........................................................................................................................................ 227
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40DHB0002USAW Issue 12c (5th May 2004)
Voicemail
Overview of Voicemail Pro
This document covers the installation and administration of Voicemail Pro on IP Office. Currently this
includes the following:
•
Voicemail Pro
This voicemail program requires an IP Office licence key to run. It builds on Voicemail Lite by
offering a high degree of customization for any mailbox. Voicemail Pro consists of both a server
program and a client for administration of the server.
•
Unlicensed Voicemail Pro will run for two hours in order to allow demonstration and
testing. A license is required for continuous operation.
•
Voicemail Email
The Voicemail Pro can use SMTP or MAPI to send email alerts when a user has new messages
within their mailbox.
•
IMS: Integrated Messaging System
Included within Voicemail Pro software but requires its own IP Office license key. Works with a
customer's Microsoft Exchange server to provide synchronized voicemail and email mailbox
operation.
•
Centralized Voicemail Pro
Within an IP Office small community network (SCN), Voicemail Pro can be used to provide
mailbox services to remote IP Office systems.
•
Database Connection
The Voicemail Pro can be licensed to read and write data to databases. The values of data
returned can be used to alter the call flow.
•
Text to Speech (TTS)
The Voicemail Pro server can speak text, entered within the call flow or contained within
variables. Combined with database operation this allows the development of IVR applications.
Note: The IP Office can only interact with one voicemail server at any time. If more than one voicemail
server is installed on a network this may cause problems.
Voicemail Pro Installation & Maintenance
IP Office
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40DHB0002USAW Issue 12c (5th May 2004)
Voicemail Pro Installation
Voicemail Pro Features
Voicemail Pro is a licensed version of voicemail for IP Office. It builds on Voicemail Lite in a number of
ways:
•
Support for more than 4 simultaneous voicemail users (maximum 2 only on IP401) depending on
licenses entered. See Number of Simultaneous Voicemail Users.
•
By default each user and hunt group receives Intuity mailbox mode emulation. However
voicemail behavior for each mailbox can be individually customized.
•
Defaults to Intuity mailbox mode.
•
Customization can also be applied to the defaults for all users and hunt groups and to access via
custom short codes.
•
The maximum recordable length of messages can be changed from the fixed 120 second limit of
Voicemail Lite.
•
Automatic call recording (Voice Recording) for selected Users, Hunt Groups and CLI's allows the
automatic recording of calls. This is setup through the Manager application.
•
Campaigns allow a sequence of messages to be played to a caller and the caller's response to
those question (spoken and/or telephone key presses) are recorded. The sets of response can
then be accessed and action by call agents.
•
Integrated Messaging System (IMS) adds sophisticated voicemail to email integration.
•
Support for full Visual Voice operation on Avaya 20 Series display telephones.
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40DHB0002USAW Issue 12c (5th May 2004)
Voicemail
Voicemail Pro Components
Voicemail Pro consists of a number of software components.
•
IP Office Feature Key Server
Required for validation of the Voicemail Pro, ports and IMS licenses.
•
Voicemail Pro Server
Runs on the Server PC and provide voicemail facilities to the IP Office.
•
Voicemail Pro Service
On Windows NT4 and 2000 the Voicemail Pro Server installs as a Service. This provides greater
reliability and resilience.
•
Voicemail Pro Client
This is the interface used to configure the Voicemail Pro server.
•
IMS Server & Administration Tool
IMS (Integrated Messaging System) provides sophisticated voicemail and email integration
between the Voicemail Pro Server and Microsoft Exchange. IMS consists of a number of
components.
•
•
IMS Voice Service, Gateway Service and Database Service
These are installed onto the Voicemail Pro Server PC.
•
IMS Administration Tool
Installs onto the Voicemail Pro Server PC. Can be installed on another networked PC if
required.
•
IMS Client Package
Each IMS user requires an IMS client installed on their PC.
Campaign Web Component
Allows agents to access campaign messages through Microsoft Internet Explorer 5 or higher (not
Netscape).
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40DHB0002USAW Issue 12c (5th May 2004)
Voicemail Pro Installation
Number of Simultaneous Voicemail Users
All connections between the voicemail server (Pro or Lite) and the IP Office are via the LAN using data
channels. The maximum number of data channels that can be used for voicemail operation at any
moment are shown below.
IP Office
Data Channels
Maximum for
Voicemail Lite
Maximum for
Voicemail Pro
IP 401
2
2
2
IP 403
18
4
10
IP 406
24
4
20
IP 412
100
4
30
Up to 18
4
10
Small Office Edition
•
•
Voicemail Pro Licenses
The actual number of ports available on Voicemail Pro is controlled by license keys entered
through the Manager application. See License Keys.
•
The Voicemail Pro license enables 4 ports (2 on IP 401).
•
Additional Voicemail Pro licenses can be added to enable further ports up to the
maximum shown above.
Data Channels
The IP Office may support a higher number of data channels. The figures shown above are the
maximum that can be simultaneously used for voicemail operation.
•
Note: The IP Office telephone system uses data channels for functions other that
voicemail connections. This may reduce the number of data channels available for
voicemail.
User, Group and Mailbox Names
The voicemail server creates mailboxes based on the user and hunt group names entered in the IP
Office Manager application. Whenever either the voicemail server or the Control Unit restart, new
mailboxes are created for any new names found.
This method of operation has the following consequences:
•
WARNING: Mailboxes are based on names
For all users and groups, if their name is changed, they may no longer be associated with their
former mailbox and any associated Voicemail Pro start points.
•
WARNING: Voicemail is case sensitive
Voicemail is case sensitive. If a mailbox or start point name is entered incorrectly within a
Manager or Voicemail Pro, the intended operation will not occur and the call may be
disconnected.
•
WARNING: Voicemail removes spaces at the end of mailbox names
If spaces are left at the end of a mailbox user's name within Manager, when Voicemail creates
the mailbox, the space at the end of the name is dropped. When this occurs the mailbox cannot
be found as there is a mismatch between the user name and directory.
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40DHB0002USAW Issue 12c (5th May 2004)
Voicemail
Language Support
The voicemail system will attempt to provide prompts to callers and mailbox users based on the Locale
set in the IP Office Manager application's System form.
If the necessary set of language prompts are not available, the nearest available match is used. See
Voicemail Pro Language Switching.
Individual users can have their own Locale setting. Voicemail will then provide them with appropriate
language prompts if available. This is done either through the Manager application's User form or
through the language choice on some telephones (refer to the appropriate telephone User Guides).
The following languages can be installed with Voicemail Pro:
•
Chinese.
•
Danish
•
Dutch
•
English (UK)
•
English (US)
•
Finnish
•
French
•
French (Canadian)
•
German
•
Greek
•
Hungarian
•
Italian
•
Japanese
•
Korean
•
Supported Languages and Countries
The availability of a language within voicemail does not necessarily indicate support for IP Office
in a country that uses that language. Contact your local Avaya office for details of which countries
support IP Office.
•
TTY:
TTY appears in the list of installable languages. TTY is a text based system used to provide
service to the hearing impaired. See Voicemail Pro TTY Prompts
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40DHB0002USAW Issue 12c (5th May 2004)
Voicemail Pro Installation
The Voicemail Console
On Windows NT, 2000 and XP, Voicemail Pro installs as a service which automatically starts. However,
on Windows 98, Voicemail Pro installs as a server program and that program must be running for
voicemail to operate.
The server program provides a console window that allows you to see messages between the voicemail
server and the IP Office. The nature of the messages may be useful in diagnosing problems.
The console provides a number of commands. These commands only affect the display of messages
within the console window and do not alter the voicemail server operation in any way.
•
Freeze
Halt the display of further messages. This is the default condition of the console when started.
•
Run
Start the display of messages.
•
Clear
Clear the display of messages.
•
Campaigns
Displays messages relating to campaigns.
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40DHB0002USAW Issue 12c (5th May 2004)
Voicemail Pro Installation
Installation Requirements
Check that the following requirements have been meet before proceeding with any installation.
General Requirements
•
If not already installed, an IP Office Feature Key Server must be installed. This can be installed
onto the same PC as the Voicemail Pro Server.
•
License for Voicemail Pro and any additional ports required, see License Keys.
•
If Voicemail Pro server is installed without a license it will run for 2 hours and then
shutdown.
•
License for all aspects of Voicemail Pro being installed.
•
IP Office Voicemail Pro CD.
•
Installation on the same PC as being used for IP Office Manager is recommended.
•
Switch off any PC and hard disk sleep/power down modes.
PC Specification
The following configurations are supported. However for maximum reliability Voicemail Pro should be
installed as a service on an Windows NT4 (SP6), 2000, 2003 or XP Professional.
•
Windows 98 with Internet Explorer 5.01 or later.
•
Windows Millennium Edition.
•
Windows NT4 with Service Pack 6 or later and Internet Explorer 5.5 or later.
•
Windows 2000 with Service Pack 3 or later and Internet Explorer 5.5 or later.
•
Windows XP.
•
Windows 2003.
The minimum recommended PC specification is
•
Voicemail Only
Pentium 4, 2.8GHz or higher with 256MB RAM.
•
Voicemail with IMS and/or Campaigns
Pentium 4, 2.8GHz or higher with 512MB RAM.
•
Voicemail with TTS and/or Database IVR:
Pentium 4, 2.8GHz or higher with 1024MB RAM.
•
A 100Mbps network card is strongly recommended.
•
The server PC must be dedicated to this task and located in a secure area.
•
It is acceptable that IP Office Manager and Feature Key server are run on the same PC
as Voicemail Pro server.
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Network
The PC should be configured and tested for TCP/IP networking.
•
We strongly recommend that the voicemail server PC is connected to the IP Office Control Unit
via LAN switch. If this is not possible then the server should be directly connected to the IP Office
Control Unit.
•
The PC should have a fixed IP address. Whilst PC's in a DHCP network may retain the same IP
address between reboots this is not guaranteed.
•
If the IP Office is acting as a DHCP server, it defaults to using 192.168.42.2 to 192.168.42.201
for DHCP clients. This leaves 192.168.42.202 to 192.168.42.254 for devices that require fixed IP
addresses.
Disk Space
A compact or typical installation requires 500MB for the Voicemail Pro software. A full installation
requires up to 2GB of disk space.
However prompts and recorded messages consume an additional 1MB of disk space per minute.
•
For Avaya IP Office - Small Office Edition, you can expect to require at least 200 minutes of
message recording space, that is 200 MB.
•
For a busy environment you can expect to require at least 1,000 minutes of message recording
space, that is 1GB.
Web Server Operation
If web browser access to campaigns is required, one of the following web servers must be installed on
the server PC before Voicemail Pro. Note that both the Microsoft web server products run as services
and require Voicemail Pro to also run as a service, that is a Windows NT, XP, 2000 or 2003 installation
of Voicemail Pro.
•
Xitami Web Server.
•
Microsoft IIS Web Server.
•
Microsoft Personal Web Server.
Voicemail Email Connection
Voicemail Email operation is supported using either MAPI or SMTP. MAPI requires the Voicemail Pro
server PC to have a MAPI compliant email client install. See Voicemail Email Integration.
If Text to Speech is installed, email text to speech is supported using MAPI. See Email Text to Speech.
In both cases above, full email sending from the server PC to users PC should be configured and tested
before Voicemail Pro installation using the same PC user account under Voicemail Pro will be installed.
IMS Pro Connection
IMS requires the Voicemail server to use MAPI.
Email Server:
•
MS Exchange 5, 5.5 and 2000.
•
An Exchange User account for user 'IMSAdmin' will be needed to as part of IMS installation.
•
Must be a member of the same Domain as Voicemail Pro Server.
•
A list equating Exchange User account names with voicemail box users.
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Voicemail Pro Licenses
The following License Keys can be used with Voicemail Pro. The license keys are entered into the IP
Office configuration using either the IP Office Manager application or the IP Office Wizard.
•
•
Port Licenses
These control the use of Voicemail Pro and the number of ports (simultaneously connected calls
into/from the Voicemail Pro server). Note: The maximum number of ports supported for voicemail
operation is set by the type of IP Office control unit, see Number of Simultaneous Voicemail
Users. Multiple port licenses used to achieve the number of port required.
•
Voicemail Pro (4 ports) - Enables Voicemail Pro for 4 ports.
•
Additional Voicemail Pro (2 ports) - Enables 2 additional Voicemail Pro ports.
•
Additional Voicemail Pro (4 ports) - Enables 4 additional Voicemail Pro ports.
•
Additional Voicemail Pro (8 ports) - Enables 8 additional Voicemail Pro ports.
•
Additional Voicemail Pro (16 ports) - Enables 16 additional Voicemail Pro ports.
Voicemail Pro Feature Licenses
These licenses enable the use of specific features within Voicemail Pro.
•
Integrated Messaging - Enables operation of IMS with Voicemail Pro.
•
VMPro VB Script - Enables use of VB Scripting through the VB Script action.
•
VMPro Database Interface - Enables database integration within call flows.
•
VMPro TTS (Generic) - Enables use of text to speech facilities using the default Windows
and third party TTS engines.
•
VMPro TTS (ScanSoft) - Enables use of text to speech facilities using supplied Avaya
TTS (ScanSoft) engines.
•
VMPRO VPNM - Enables the use of Voicemail Pro Network Messaging.
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Upgrading an Existing Voicemail Pro System
It is vitally important that the settings of an existing Voicemail Pro are exported before any upgrade.
Whilst folders containing prompts and messages are not affected by the upgrade process, the editable
version of the customers call flow is lost.
1. Backing Up the Existing Voicemail Pro Database
Before removing Voicemail Pro, you should create a backup copy of the call flow database. This will
contain any customizations made to the default call flow.
•
Note: The Root.vmp file contains the compiled call flow (created using
Save & Make Live).
This type of file cannot be loaded back into the Voicemail Pro GUI for editing. The editable
version of the call flow is stored in the file VMData.mdb.
1. Start the Voicemail Pro GUI.
2. From the File menu, select the option Import or Export.
3. Select the option Export call flows and click Next.
4. Enter a file path and file name ending in .mdb, for example C:\temp\backup.mdb. Click Next.
5. Click Finish to start the export then click Close to complete the export procedure.
6. Close the program.
2. Uninstall Voicemail Pro
1. Open the Windows Control Panel.
2. Select Add/Remove Programs.
3. Select IP Office Voicemail Pro and click Add/Remove.
4. From the options offered select Remove and click Next.
5. Follow any prompts given during the removal process.
6. When the process has been completed select the option Yes, I want to restart my computer
now and click Finish.
3. Upgrade Installation
Refer to the sections appropriate to the type of Voicemail Pro installation being attempted.
4. Restoring the Voicemail Pro Database
1. Start the Voicemail Pro GUI.
2. From the File menu select the option Import or Export.
3. Select the option Import Call Flows and click Next.
4. Use the Browse button to locate the backup file then click Next.
5. Click Finish to start the import then click Close to complete the import procedure.
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Basic Voicemail Pro (Compact) Software Installation
The following process is for a basic (compact) installation of Voicemail Pro. This installation will install:
•
The Voicemail Pro Server (as either an executable program or a service).
•
The Voicemail Pro Client.
•
Appropriate prompts for the selected installation language.
1. Using the IP Office Manager application or IP Office Wizard, check that the correct licenses for
Voicemail Pro are installed and show a status of Valid. For basic Voicemail Pro, the licenses
required are:
•
Voicemail Pro (4 ports) plus Additional Voicemail Pro (X ports) licenses up to
the total number of port required or supported by the IP Office control unit.
2. Insert the Voicemail Pro CD. The installation wizard should auto-start. If it does not auto-start,
browse to and run Setup.exe on the CD.
3. Select the installation language from the drop down list. This language will be used for both the
installation wizard menus and for the default language prompts installed.
4. Click OK. The installation software begins its preparation for installation.
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5. If the following screen appears, then a Voicemail Pro is already installed. See Upgrading an
Existing System.
6. Otherwise the InstallShield Wizard for IP Office Voicemail Pro will be started.
7. Click Next >.
8. Enter a user name and the company name. These settings do not affect the installed application.
9. Select who should be able to use the Voicemail Pro client after installation on the server PC.
Selecting Anyone who uses this computer (all users) is recommended.
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10. Click Next > to continue.
11. Select Compact. The use of the other options is discussed in other sections along with any other
installation and pre-installation actions appropriate to those installation types.
12. Click on Next >.
13. Enter the User name and Password for the user account under which the Voicemail Pro service
should log on and run. The Browse button can be used to browse the available PC or network
accounts.
14. Click Next >. The account details entered above are verified. Entering a new user name will
result in prompts to create a new PC user account with that name.
15. Select the program folder into which icons for the Voicemail Pro components should be added.
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16. Click Next >.
17. A summary of the components that will be installed is shown. Check that this list is as expected.
Under Speech Supported check that the languages required are shown. English is always listed
in addition to the installation language selected.
18. Click Next > to begin installation of the software.
19. The progress of the software installation is shown until complete.
20. Following installation, a request to restart the server PC appears. Select Yes, I want to restart
my computer now and click Finish.
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21. Following the server PC's restart, the Voicemail Pro installation wizard appears to complete its
installation.
22. The following screen will appear, requesting entry of email account for outgoing SMTP emails
from the Voicemail Pro server. Click Next >.
23. The next screen request details of the SMTP server to which the Voicemail Pro server should
send messages.
24. Click Finish. The installation wizard will attempt to validate the email settings.
25. This will cause an error message when the wizard fails to connect with a SMTP server. Click OK.
26. The software installation stage is now complete. Continue to Starting the Voicemail Pro Server.
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Voicemail Pro with Web Campaigns (Typical) Software
Installation
The following process is for an installation of Voicemail Pro with support for Web Campaigns. It requires
the server PC to have a web server (Xitami, IIS or Microsoft Personal Web Server (PWS)) already
installed and operating.
This installation will install:
•
The Voicemail Pro Server (as either an executable program or a service).
•
The Voicemail Pro Client.
•
Appropriate prompts for the selected installation language.
•
Components required by the selected Web Server to allow web access to campaign
messages.
1. Check that the web server has been installed and is operating correctly. Test that its home page
is browseable from other PC's on the customer's network, that is the PC's of users who will want
to access campaign messages.
2. Using the IP Office Manager application or IP Office Wizard, check that the correct licenses for
Voicemail Pro are installed and show a status of Valid. For Voicemail Pro with Web Campaigns,
the licenses required are:
•
Voicemail Pro (4 ports) plus Additional Voicemail Pro (X ports) licenses up to
the total number of port required or supported by the IP Office control unit.
3. Insert the Voicemail Pro CD. The installation wizard should auto-start. If it does not auto-start,
browse to and run Setup.exe on the CD.
4. Select the installation language from the drop down list. This language will be used for both the
installation wizard menus and for the default language prompts installed.
5. Click OK. The installation software begins its preparation for installation.
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6. If the following screen appears, then a Voicemail Pro is already installed. See Upgrading an
Existing System.
7. Otherwise the InstallShield Wizard for IP Office Voicemail Pro will be started.
8. Click Next >.
9. Enter a user name and the company name. These settings do not affect the installed application.
10. Select who should be able to use the Voicemail Pro client after installation on the server PC.
Selecting Anyone who uses this computer (all users) is recommended.
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11. Click Next > to continue.
12. Select Typical. The use of the other options is discussed in other sections along with any other
installation and pre-installation actions appropriate to those installation types.
13. Click Next >.
14. Select the web server installed on the server PC.
15. Click Next >.
16. Enter or browse to the location of the web servers root directory for web pages. For Xitami the
default is C:\Xitami\webpages. For IIS and PWS the default is C:\Inetpub\wwwroot.
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17. Click Next >.
18. Enter or browse to the location of the web servers folder for executable script files. For Xitami the
default is C:\Xitami\cgi-bin.
19. Click Next >.
20. Enter the User name and Password for the user account under which the Voicemail Pro service
should log on and run. The Browse button can be used to browse the available PC or network
accounts.
21. Click Next >. The account details entered above are verified. Entering a new user name will
result in prompts to create a new PC user account with that name.
22. Select the program folder into which icons for the Voicemail Pro components should be added.
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23. Click Next >.
24. A summary of the components that will be installed is shown. Check that this list is as expected.
Under Speech Supported check that the languages required are shown. English is always listed
in addition to the installation language selected.
25. Click Next > to begin installation of the software.
26. The progress of the software installation is shown until complete.
27. Following installation, a request to restart the server PC appears. Select Yes, I want to restart
my computer now and click Finish.
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28. Following the server PC's restart, the Voicemail Pro installation wizard appears to complete its
installation.
29. The following screen will appear, requesting entry of email account for outgoing SMTP emails
from the Voicemail Pro server. This is part of the Voicemail Email Installation. Click Next >.
30. The next screen request details of the SMTP server to which the Voicemail Pro server should
send messages.
31. Click Finish. The installation wizard will attempt to validate the email settings.
32. This will cause an error message when the wizard fails to connect with a SMTP server. Click OK.
33. The software installation stage is now complete. Continue to Starting the Voicemail Pro Server.
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Starting the Voicemail Pro Server
This process consists of two stages; ensuring that the Voicemail Pro server restarts automatically every
time the server PC is restarted and loading the initial default call flow.
1. Auto Starting Voicemail Pro Server
Firstly we need to setup the Voicemail Pro Server to start automatically whenever the server PC
is restarted. The method will depend on which Windows operating system is running on the
server PC.
Windows 98 or Millennium Edition
On these versions of Windows, the Voicemail Pro server is installed as a server program which
must be manually started.
1. Select Start | Programs | IP Office.
2. Click Voicemail Pro Server.
3. The server program appears with what is commonly called a console window. This shows
activity on the Voicemail Pro server.
4. The Freeze, Run, Clear and Campaigns commands only relate to the display of
information within the console window. Whilst the console is running, the Voicemail Pro
server is running even if Freeze is selected or now messages are shown.
5. On Windows 98/ME: Add a shortcut to C:\Program Files\Avaya\IP Office\Voicemail
Pro\Vm\vmprov5.exe to the PC's StartUp folder.
Windows NT4, 2000, XP and 2003
The Voicemail Pro server installs a service, using the user name and password of the account
specified during installation. The service is set to automatically restart each time the PC restarts.
1. Select Start | Settings | Control Panel.
2. Select Administrative Tools.
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3. Select Services.
4. The Voicemail Pro Server service should be visible. Its Status should be Started and the
Startup Type should be set to Automatic.
5. Close Services.
2. Initializing the Voicemail Pro Call Flow
1. Select Start | Programs | IP Office | Voicemail Pro.
2. The Voicemail Pro Client is started.
3. Click the
Save and Make Live icon.
4. Select Yes. The file root.vmp will be created and made available to the Voicemail Pro
server. This is the compiled version of the editable call flow.
5. Voicemail operation can now be tested from extensions.
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Voicemail Email Installation
Overview of Voicemail Email Installation
Voicemail Email sends mailbox users who have been configured with an email address, an email
whenever their mailbox contains a new message. That email can contain an alert about the message or
an attached copy of the message.
•
Integrated Messaging System (IMS)
Though similar in concept, Voicemail Email and IMS are two different components of
Voicemail Pro and should not be mixed.
Voicemail Email requires the voicemail server to be running under a user account that has access to
either a MAPI enabled email client program on the server PC or access to an SMTP email server.
•
SMTP: Simple Mail Transfer Protocol
This protocol allows the Voicemail Pro server to send outgoing emails to a specified SMTP
server. Microsoft Exchange and most commercial email servers support SMTP to receive emails.
SMTP for Voicemail Pro is therefore easy to implement in any business that has its own email
server.
•
MAPI: Microsoft Windows Messaging Application Program Interface
This is a set of API's that allow MAPI applications to share information and messages. Until the
addition of SMTP support in Voicemail Pro 2.0, it was the only method for doing Voicemail Email.
MAPI requires a MAPI compliant email client program to be installed on the Voicemail Pro server.
It also requires the Voicemail Pro service to be run using a user account that is able to send
emails via the MAPI client. Supported MAPI clients are:
•
Outlook 97, 98 and 2000.
•
Outlook Express.
•
Eudora
Note that Eudora installs its own MAPI drivers which replace the default Microsoft drivers.
The Eudora MAPI drivers are not compatible with Phone Manager Pro's Pop Outlook
functionality.
MAPI Voicemail Email can be used with Voicemail Lite and Voicemail Pro. For Voicemail Pro
installed as a service (the default on Windows NT4/2000/XP professional/2003), emails can be
sent without having to open and run the MAPI email client program. For Voicemail Pro installed as
a server program, the email client program may have to be left open for mail transfers to occur.
The exact method of integration between the voicemail server and the MAPI email client depends
on whether the voicemail server is part of a work group or a domain. This document contains
examples for both approaches.
The MAPI processes described was based on Microsoft Windows 2000 Professional with
Microsoft Outlook 2000 and Microsoft Outlook Express 5.5. Steps may differ depending on the
version of Windows and email client used.
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Installing Voicemail Pro for SMTP Voicemail Email
1. Obtain details of an email account that the Voicemail pro service can use from whoever
administrates the customer's email server. The details required are:
•
Email address.
•
Server SMTP address.
•
Account user name and password.
2. Install the Voicemail Pro software as outline in Basic Voicemail Pro (Compact) Software
Installation ( or Voicemail Pro with Web Campaigns (Typical) Software Installation if campaigns
web access is required.
3. Enter the Voicemail Pro SMTP email account settings when requested after the server PC
restart.
4. Follow the process outlined in Starting the Voicemail Pro Server.
5. Appropriate user accounts can now be configured with the user's email address. See User and
Group Configuration.
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Installing Voicemail Pro for MAPI Voicemail Email as a
Domain Member
The following should be done before the Voicemail Pro software is installed. The user name and
password created are requested as part of the installation of the Voicemail Pro service. The process
assumes that Outlook is installed on the Voicemail pro server PC but has not previously been used or
configured.
Creating a Voicemail Domain Account
1. Make sure that the PC that will be running the Voicemail Server is a member of the domain.
Note: To join the domain you will need the use of a log on account with Administrative
permissions on the domain as well as the server PC, consult the Domain Administrator.
•
Windows NT
Right-click Network Neighborhood and Select Properties.
•
Windows 2000
Right-click My Computer and select Properties. Select the Network Identification tab.
2. On the Exchange server:
•
Create an account called Voicemail on the domain and an associated mailbox.
•
Provide a secure password.
•
Check the User Cannot Change Password and Password Never Expires check boxes.
3. Log on to the Voicemail Server PC using a domain administrator account.
4. From the Control Panel, select Administrative Tools.
5. Select Computer Management | Local Users and Groups | Groups.
6. Double-click Administrators and select Add.
7. In the Look In drop-down list select the domain name.
8. In the Name window locate and highlight Voicemail. Click Add followed by OK and OK to close.
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Configuring Outlook
1. On the desktop, right-click on the Outlook icon and select Properties.
2. On the General tab select Add.
3. Tick Microsoft Exchange Server. Click Next >.
4. Enter the Exchange Server's name in the Server field and Voicemail in the Mailbox field. Click
Next >.
5. Select No when asked if you travel with this computer. Click Next >.
6. Click Finish.
7. Highlight the MS Exchange Settings, Click Properties.
8. Highlight Microsoft Exchange Server. Click Properties.
9. Click Check name and ensure the name is resolved.
10. If the name is resolved, select Apply. Click OK, OK and Close to shut the mail settings.
11. Do not continue until the name has been resolved correctly with the Exchange Server. If the
name is not resolved, check the account details with the Exchange Administrator.
12. Open Outlook and select Yes to register Outlook as the default email application.
13. Select Tools | Options.
14. Choose the Preferences tab. Click on Email Options.
15. Uncheck Save copies of messages in Sent Items folder.
•
Note: You may want this option selected during initial setup to aid troubleshooting.
However due to the size of wav file message attachments deselect it once installation
testing is complete.
16. Log on to the Voicemail Pro server PC using the Voicemail account.
17. From Outlook, send a message direct to an extension user.
18. If this message is received correctly, continue with installing the Voicemail Pro software.
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Installing the Voicemail Pro Software
1. Log off and log back on using the Voicemail account and password.
2. Install the Voicemail Pro software as outline in Basic Voicemail Pro (Compact) Software
Installation ( or Voicemail Pro with Web Campaigns (Typical) Software Installation if campaigns
web access is required.
3. When the installation process request and User Name and Password for the Voicemail pro
service, enter the Voicemail account details.
4. Restart the server PC when requested and log on using the Voicemail account.
5. When SMTP email details are requested, enter no values and ignore the error message following
the SMTP check.
6. Follow the step in Starting the Voicemail Pro Server to check correct start and operation of basic
voicemail services.
Switching the Voicemail Pro to MAPI Operation
By default the Voicemail Pro is set to use SMTP for emails. This must be switched to SMTP.
1. Start the Voicemail Pro Client.
2. Click
Preferences and select General.
3. Select the MAPI tab.
4. The Use Email Protocol settings allows you to switch the Voicemail Pro between either MAPI or
SMTP.
5. Select MAPI and enter the details of the
•
If MAPI is selected, a valid MAPI profile and password must be entered in the fields
above. That MAPI profile must exist within the MAPI email client on the server PC and be
useable by the account under which the Voicemail Pro service is running.
•
If SMTP is selected, the SMTP email account settings must be entered as shown below.
6. Click OK.
7. Click
Save and Make Live.
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Installing Voicemail Pro for MAPI Voicemail Email as a
Work Group Member
The following should be done before the Voicemail Pro software is installed. The user name and
password created are requested as part of the installation of the Voicemail Pro service. The process
assumes that Outlook is installed but has not been previously used or configured.
Create a Voicemail User Account
1. Log on to the server PC as the Local Administrator and create a new user. For this example the
name of the user account created used is Voicemail.
2. Set a secure password
3. Uncheck User must change password at next logon and check Password never expires.
4. Click Create and then Close.
5. Right-click on the New Account, and select Properties.
6. Select the Member Of tab.
7. Click Add.
8. In the Select Groups window, highlight Administrators and click on Add. Click OK.
9. Continue with one of the following as appropriate to the installed MAPI client and method for
email sending.
Configuring Outlook Express for Internet Mail
1. Click on the Outlook Express icon to start the Configuration wizard
2. In the Display name enter Voicemail and click Next >.
3. Select I already have an e-mail address that I'd like to use and enter the address in E-mail
address, eg. voicemail@your_domain_name. Click Next >.
4. Enter the name or address of the Incoming mail server and the Outgoing mail server. Note: If
you enter the name, you must ensure that the Voicemail PC has the correct IP address of the
DNS Server configured. Click Next >.
5. Enter the email account name and password, ie. Voicemail. Tick Remember password. Click
Next >.
6. Click Finish to complete the wizard
7. Open Outlook Express and select Tools | Options.
8. Select the General tab:
•
Untick Send and Receive messages at Start up.
•
Untick Check for new messages every.
9. Select the Send tab.
•
Untick Save copy of sent messages in the 'Sent Items' folder.
•
Tick Send messages immediately.
•
Under Mail Sending Format select Plain Text.
10. Click OK.
11. Log on to the server PC using the account that will be used for the Voicemail pro server.
12. From Outlook or Outlook Express, send a message direct to an extension user.
13. If this message is received correctly, continue with installing the Voicemail Pro software.
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Configuring Outlook for Internet Mail
Please note that for the installation of Outlook to work correctly, the following set-up process must be
followed. Outlook can be configured in two methods. Using the Wizard, prior to completing the steps
below will cause Outlook not to send the messages correctly.
1. Right-click on the Outlook icon on the desktop and select Properties.
2. Select Add.
3. Select Internet E-mail and click on OK.
4. For the Mail Account enter Voicemail.
5. For User Information enter Voicemail as the Name and for the E-mail address enter your
address, eg. voicemail@your_domain_name.
6. Select the Servers tab. Enter the name or IP address of the Outgoing mail server and
Incoming mail server.
7. The Incoming Mail Server details can be left blank as Outlook does not need to check for mail.
Otherwise enter the account name and password, ie. Voicemail. Tick Remember password.
8. Select the Connection tab. Select Connect using my local area network (LAN). Click Next >.
9. Click OK.
10. Click Next >.
11. Accept the default path for file creation.
12. Select Next >, then Finish and then Close.
13. Open Outlook.
14. On the Email Service Option Screen, select Internet Only. Click Next >.
15. Select Yes to register Outlook as the default email application.
16. Select Tools | Options.
17. Choose the Preferences tab. Click on Email Options.
18. Uncheck Save copies of messages in Sent Items folder. (Note: You may want this option
selected during initial setup and troubleshooting. Due to the size of wav file message
attachments deselect it once installation is complete.)
19. Log on to the server PC using the account that will be used for the Voicemail pro server.
20. From Outlook or Outlook Express, send a message direct to an extension user.
21. If this message is received correctly, continue with installing the Voicemail Pro software.
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Voicemail Pro Installation
Configuring Outlook for Exchange Server
This option may be configured if Outlook is to be configured to connect to the Exchange Server, using a
valid user name and password, while the Voicemail PC remains a member of a work group.
1. Create a new mailbox on the Exchange Server, eg. Voicemail, and assign it the same password
as has been configured on the Voicemail PC.
2. Untick User must Change password at Next Logon and tick Password Never Expires.
3. On the Voicemail PC, logon with the Voicemail account.
4. Right-click on the Outlook icon on the desktop and select Properties.
5. Select Add.
6. Highlight Microsoft Exchange Server and click OK.
7. Type in the Microsoft Exchange Server name and enter Voicemail in the Mailbox field.
8. Highlight the MS Exchange Settings, Click Properties.
9. Highlight Microsoft Exchange Server. Click Properties.
10. Click Check name and ensure the name is resolved.
11. If the name is resolved, select Apply. Click OK, OK and Close to shut the Mail settings.
12. Do not continue until the name has been resolved correctly with the Exchange Server. If the
name is not resolved, check the account details with the Exchange Administrator.
13. Open Outlook and select Yes to register Outlook as the default email application.
14. Select Tools | Options.
15. Choose the Preferences tab. Click on Email Options.
16. Uncheck Save copies of messages in Sent Items folder. (Note: You may want this option
selected during initial setup and troubleshooting. Due to the size of wav file message
attachments deselect it once installation is complete.)
17. Log on to the server PC using the account that will be used for the Voicemail pro server.
18. From Outlook or Outlook Express, send a message direct to an extension user.
19. If this message is received correctly, continue with installing the Voicemail Pro software.
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Voicemail Email Installation
Installing the Voicemail Pro Software
1. Log off and log back on using the Voicemail account and password.
2. Install the Voicemail Pro software as outline in Basic Voicemail Pro (Compact) Software
Installation ( or Voicemail Pro with Web Campaigns (Typical) Software Installation if campaigns
web access is required.
3. When the installation process request and User Name and Password for the Voicemail pro
service, enter the Voicemail account details.
4. Restart the server PC when requested and log on using the Voicemail account.
5. When SMTP email details are requested, enter no values and ignore the error message following
the SMTP check.
6. Follow the step in Starting the Voicemail Pro Server to check correct start and operation of basic
voicemail services.
Switching the Voicemail Pro to MAPI Operation
By default the Voicemail Pro is set to use SMTP for emails. This must be switched to SMTP.
1. Start the Voicemail Pro Client.
2. Click
Preferences and select General.
3. Select the MAPI tab.
4. The Use Email Protocol settings allows you to switch Voicemail Pro between either MAPI or
SMTP.
5. Select MAPI and enter the settings for the account details.
6. Click OK.
7. Click
Save and Make Live.
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Voicemail Pro Installation
Changing SMTP and MAPI Settings
Switching Between MAPI and SMTP/Entering MAPI Settings
By default the Voicemail Pro installation process assumes that SMTP will be used and requests SMTP
email account settings during installation setup.
1. Start the Voicemail Pro Client.
2. Click
Preferences and select General.
3. Select the MAPI tab.
4. The Use Email Protocol settings allows you to switch Voicemail Pro between either MAPI or
SMTP.
•
If MAPI is selected, a valid MAPI profile and password must be entered in the fields
above. That MAPI profile must exist within the MAPI email client on the server PC and be
useable by the account under which the Voicemail Pro service is running.
•
If SMTP is selected, the SMTP email account settings must be entered as shown below.
5. Click OK.
6. Click
Save and Make Live.
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Voicemail Email Installation
Changing the SMTP Email Account Settings
1. Within Windows, select Start | Settings | Control Panel.
2. Select
IP Office Voicemail Pro.
3. Select the SMTP Email Settings tab.
4. Enter the settings to match the customer's email server and the email account configured on that
server for the Voicemail Pro service.
5. Select the Email Settings tab.
6. Enter the email address for the account setup on the customer's email server for the Voicemail
Pro service.
7. Click Check to test connection to that email account.
8. Click OK.
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Voicemail Pro Installation
Voicemail Email User and Group Configuration
Voicemail Email can be used with both user mailboxes and hunt group mailboxes.
Setting of the user or group's email address can only be done through IP Office Manager. The remaining
settings, that is the type of alert, can be set using any of the following methods:
•
Through IP Office Manager.
•
Through mailbox access if running in IP Office mailbox mode.
•
Through a Voicemail Pro call flow using a Play Configuration Menu action.
Manager Settings
The Voicemail Email settings are found on the Voicemail tab of the user or hunt group form.
•
Voicemail Email - The user's or group's email address.
•
Voicemail Email
•
Off - Switches off the use of Voicemail Email. Note that other services using the email
address such as Email TTS can still operate.
•
Copy - Send a copy of each new message as a wav file attachment to the email. The
original message remains in the mailbox.
•
Forward - Send a copy of each new message as a wav file attachment to the email and
delete the original message from the mailbox. Note: This settings overrides all other
actions such as message waiting indication and voicemail ringback.
•
Alert - Send an email alert for each new voicemail message but do not attach a copy of
the message.
•
•
Note: Forward and Copy should be used with care. Each 1 minute message will
result in a 1MB wav file. This may impact on the performance of the network and
email connection.
Voicemail Email Reading - This is part of TTS operation but uses the same email address as
set for Voicemail Email.
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Voicemail Email Installation
User Configuration
Users on Voicemail Lite or Voicemail Pro running in IP Office mailbox mode, can switch Voicemail Email
on/off and select the mode of Voicemail Email operation.
The method for doing this depend on the type of phone being used.
Avaya 20 Series Display Phone
2030, 2050 and 20CC telephone users who have an email address set in the system configuration, can
alter the Voicemail Email mode through there phones display.
1. Select •VOICE.
2. Select •EMAIL (you may have to press SCROLL to display this option).
3. Enter the telephones passcode.
4. The current mode is displayed.
5. Select •CHANGE to change the mode between ALERT, OFF, COPY and FWD.
6. When complete select •DONE.
Other Phone Types and External Call Access
If no email address has been set for the user or group then the voicemail server will respond "Email is
not enabled for this mailbox".
Having entered the mailbox, user the following:
•
*01 - Sets the Voicemail Email mode to Forward.
•
*02 - Sets the Voicemail Email mode to Alert.
•
*03 - Sets the Voicemail Email mode to Off.
Play Configuration Menu Action
For Voicemail Pro systems, the
Play Configuration Menu action can be used to allow a caller set a
user or group's Voicemail Email alert mode. Note however that this action is not aware whether the user
or group has an email address set for the service.
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Voicemail Pro Installation
What Voicemail Email Messages Look Like
Messages sent by a user or groups Voicemail Email settings will contain the following:
•
To - The user/group email address.
•
From - The name and address setting of the email client account.
•
Subject - Voicemail Message ('calling number' > 'user name') From:'calling
number'
•
Body - If the user or group's Voicemail Email mode is set to Copy or Forward, the message body
will contain "IP Office Voicemail redirected message"
•
Attachment - When using Copy or Forward mode, the message is attached as a wav file.
The text parts of the message are set through registry settings and so can only be changed at the
System Administrator's own risk. Messages sent via a Voicemail Pro eMail action are configurable, see
The Voicemail Pro Email Action.
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Voicemail Email Installation
The Voicemail Pro Email Action
The
eMail action in Voicemail Pro can be used to send messages via email in response to caller
actions in the voicemail call flow. The action can also attach a wav file.
In the example above, the eMail action follows a Voice Question action. The $ in the eMail action's
Attach file to e-mail field instructs it to use the file recorded by the preceding Voice Question action.
The same method can be used with a Leave Mail action. Note however that the Leave Mail action must
be set to a valid target mailbox which will then have a copy of the message.
Alternatively the eMail action can attach a prerecorded wav file by specifying the file name. That named
file can be created by an Edit Play List action.
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IMS Installation
Integrated Messaging Service (IMS)
IMS allows users to deal with voicemails through their normal email interface (Microsoft Outlook or
Exchange). Voicemails can still be handled conventionally using the telephone.
Voicemails are presented with a special icon in the users email inbox. When a voicemail is opened, a
special form appears which enables the user to play back the message on their telephone. The
voicemail itself remains on the voicemail server.
When a voicemail is read, forwarded or deleted, either from the email or by using the phone, its status is
reflected in both the mailbox and the email inbox.
•
Playing Messages Through the PC
Normally IMS plays the voicemail messages through the PC user's telephone. IMS can be set up
to send the voicemail messages as wav files which are played using the PC's sound capabilities.
However this creates a heavy load on the network and servers and so is not recommended.
Typically, one minute of speech requires the transfer of a 1MB file across the network.
•
Network and Exchange Server Knowledge
Installation of IMS requires access to the customers Exchange server and to other critical
components of their network. The installation should only be performed by an installer with good
knowledge of Exchange Server and Microsoft network setup. The installation should also only be
performed in conjunction with the customer's network manager.
To ensure the successful installation of Voicemail Pro with IMS, the steps in the following sections
should be followed. Particular attention should be paid to the Permissions specified.
Installation of the IMS components on the Voicemail Pro server PC is part of the Voicemail Pro
installation.
Note the following within the IP Office Manager configuration:
•
IMS License:
IMS operation requires a license on IP Office in addition to the Voicemail Pro licenses. The
license must appear as Valid and Unlimited in the IP Office configuration before installation of
IMS.
•
IP Office Voicemail Email Settings:
The Voicemail Email settings within the IP Office configuration for each User are not applicable to
IMS and should be switched off. They are normally off by default.
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Voicemail Pro Installation
IMS Limitations
IMS is designed to work in a system that comprises one IP Office and one Microsoft Exchange Server. It
can be used in a system with more than one telephone systems so long as that system has centralized
voicemail using just one voicemail server.
IMS cannot be used to:
•
Save a voicemail.
•
Compose a new voicemail.
•
Reply to a voicemail.
•
Add comments to a forwarded voicemail.
•
Mark a voicemail as urgent.
Voicemails should not be placed in Public Folders.
Windows 98 client PC's must connect to the IMS Server PC using TCP/IP. Clients that do not use
TCP/IP are not supported.
IMS Components
IMS comprises of the following components.
•
IP Office
One of the IP400 Office series of telephone systems.
•
Voicemail Pro
Provides voicemail services to the IP Office extension users.
•
IMS Server
This actually consists of three services installed on the Voicemail Pro Server PC:
•
IMS Voice Service
•
IMS Gateway Service
It interacts with the Voicemail Pro Server, the Exchange Server and the IMS Clients.
•
IMS Database Service
It stores the current known status of voicemail messages and mirrors that status in both
user's email and voicemail mailboxes.
•
Microsoft Exchange Server
The customers MS Exchange server.
•
IMS Administration Tool
This tool is used to maintain the association of voicemail mailboxes to email mailboxes.
The following additional components are required on the user PC's.
•
Microsoft Exchange or Outlook
Microsoft Exchange Client or Outlook 97 or higher.
•
IMS Client
Installed on each email user's PC. This provides a voicemail interface within the user's Microsoft
Exchange or Outlook program.
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IMS Installation
IMS Installation Alternatives
The IMS Server actually consists of three components:
•
IMS Database Service.
•
IMS Gateway Service.
•
IMS Voice Service.
These components can be installed separately if required. However the following rules must be followed:
•
The IMS Voice Service must be installed on the Voicemail Pro server PC.
•
The IMS Database Service and IMS Gateway Service must be installed on the same PC, which
can be either the Voicemail Pro server PC or the Exchange Server PC.
•
Installation of the IMS Gateway Service and IMS Database Service onto the Exchange Server
PC requires more installation steps but may improve performance in some systems.
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Voicemail Pro Installation
1. Before Installing IMS
In this part of the installation we will create a domain user and mailbox account called IMS. We will then
configure the Outlook or Exchange client on the server PC to use that same account.
1. Make sure that the PC that will be running the Integrated Messaging Server, normally the
Voicemail Pro server PC, is a member of the same domain as the Exchange server.
•
Windows NT
Right-click Network Neighborhood and select Properties.
•
Windows 2000
Right-click My Computer. Select Properties and select the Network Identification Tab.
•
Note: To join the domain you will need to use a log on account with administrative
permissions on the domain.
2. Create an account called IMS on the domain and an associated Mailbox. Provide a secure
password and ensure User Cannot Change Password and Password Never Expires are
ticked.
3. On the Voicemail Pro PC, select Administrative Tools | Computer Management | Groups.
4. Select Add. In the Look In drop-down select the domain name.
5. In the Name window highlight the IMS account and click Add. Click on OK twice.
6. On the desktop, right-click on the Outlook icon and select Properties to configure the IMS
Account.
7. On the Mail Properties | General Screen, click Add.
8. Check the Microsoft Exchange checkbox followed by Next >.
9. Type in the Exchange servers name in the Server field, and IMS account in the Mailbox field.
Click Next >.
10. Select No when asked if you travel with this computer. Click Next >.
11. Click Finish.
12. Highlight the MS Exchange Settings and click Properties.
13. Highlight Microsoft Exchange Server and click Properties.
14. Click Check name and ensure the name is resolved.
15. If the name is resolved, select Apply. Click OK twice and then Close.
16. Do not continue until the name has been correctly resolved with the Exchange Server. If the
name is not correctly resolved, check the Exchange and Mail account details with the Exchange
Administrator.
17. Open Outlook and select Yes to register Outlook as the Default eMail application.
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IMS Installation
2. Installing the IMS & Voicemail Pro Software
Having completed the steps in 1. Before Installing IMS, we can now install the Voicemail Pro software
including the IMS components.
•
If you have already installed basic Voicemail Pro onto the PC, the instructions are the same,
except when prompted to Modify, Repair, or Remove, select Modify and tick the Integrated
Messaging check box (do not untick any other boxes as this will remove that component).
1. Using the IP Office Manager application or IP Office Wizard, check that the correct licenses for
Voicemail Pro and IMS are installed and show a status of Valid. The licenses required are:
•
Voicemail Pro (4 ports) plus Additional Voicemail Pro (X ports) licenses up to
the total number of port required or supported by the IP Office control unit.
•
Integrated Messaging - Enables operation of IMS with Voicemail Pro.
2. Insert the Voicemail Pro CD. The installation wizard should auto-start. If it does not auto-start,
browse to and run Setup.exe on the CD.
3. Select the installation language from the drop down list. This language will be used for both the
installation wizard menus and for the default language prompts installed.
4. Click OK. The installation software begins its preparation for installation.
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5. If the following screen appears, then a Voicemail Pro is already installed. See Upgrading an
Existing System.
6. Otherwise the InstallShield Wizard for IP Office Voicemail Pro will be started.
7. Click Next >.
8. Enter a user name and the company name. These settings do not affect the installed application.
9. Select who should be able to use the Voicemail Pro client after installation on the server PC.
Selecting Anyone who uses this computer (all users) is recommended.
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10. Click Next > to continue.
11. Select Custom. The use of the other options is discussed in other sections along with any other
installation and pre-installation actions appropriate to those installation types.
12. Click Next >.
13. The menu shown allows you to select where the software is installed. We recommend that his is
left at the default setting shown unless there are specific reasons for changing the install location.
14. Click Next >.
15. The menu shown allows you to select which Voicemail Pro components to install. For IMS ensure
the following are selected:
a. Deselect Voicemail Pro Campaign Web Component unless it is required and the web
server has already been installed (see Voicemail Pro with Web Campaigns (Typical)
Software Installation).
b. Click the + icon next to Voicemail Pro.
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Voicemail Pro Installation
c. Voicemail Pro and Voicemail Pro Server Service should be already selected.
d. Click the + icon next to Speech Supported.
e. Select the languages required. We recommend that either English or English US is
always selected in addition to the customer's required languages.
f.
Scroll down and select Integrated Messaging Service.
16. Click on Next >.
17. Enter the User name and Password for the user account under which the Voicemail Pro service
should log on and run. The Browse button can be used to browse the available PC or network
accounts. This should be the IMS account created previously on the domain and Exchange
server.
18. Click Next >. The account details entered above are verified.
19. Select the program folder into which icons for the Voicemail Pro components should be added.
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IMS Installation
20. Click Next >.
21. A summary of the components that will be installed is shown. Check that this list is as expected.
Under Speech Supported check that the languages required are shown.
22. Click Next > to begin installation of the software.
23. The progress of the software installation is shown until complete. The installation process will
then attempt to start all the services associated with Voicemail Pro and IMS. This stage will fail if
the licenses are not valid on the IP Office.
24. Once the services have start, the installation process continues. The following menu appears.
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Voicemail Pro Installation
25. Select the logging levels required. Logging may be useful for fault diagnostics and can be
switched off after IMS is verified as working correctly.
26. Click Next >.
27. Enter the name of the server PC onto which the Voicemail Pro and IMS have been installed. In
most cases the name will have been auto-discovered and displayed.
28. Click Next >.
29. This menu requests entry of email account for outgoing SMTP emails from the Voicemail Pro
server. Click Next >.
30. The next screen request details of the SMTP server to which the Voicemail Pro server should
send messages.
31. Click Finish. The installation wizard will attempt to validate the email settings.
32. This will cause an error message when the wizard fails to connect with a SMTP server. Click OK.
33. The software installation stage is now complete. Continue to Starting the Voicemail Pro Server.
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IMS Installation
3. Switching Voicemail Pro to MAPI
By default the Voicemail Pro installation process assumes that SMTP will be used and requests SMTP
email account settings during installation setup. IMS uses MAPI and so the Voicemail pro must be
switched to MAPI operation using the IMS account previously created.
1. Start the Voicemail Pro Client.
2. Click
Preferences and select General.
3. Select the MAPI tab.
4. Under Use Email Protocol select MAPI.
5. In Mapi Profile and Mapi Password, enter the IMS user account details.
6. Click OK.
7. Click
Save and Make Live.
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Voicemail Pro Installation
4. Associating Voice Mailboxes to Email Addresses
With IMS installed, user voicemail mailboxes can now be associated with email mailboxes on the
Exchange Server. This is done using the IMS Administration tool.
1. Select Start | Programs | IP Office | IMS Administration Tool.
2. On the menu bar, select Server and Add and enter the IMS Server name or browse for the
server.
3. Once the server is added, the name will appear in the left hand Window with a [+] plus icon.
Expand the [+] icon to show configurable options.
4. Highlight Integrated Messaging Associations. After a few moments the voice mailboxes will
appear in the right-hand window.
5. Select a voice mailbox to configure and double-click it to see it properties.
6. In the Associated Email Address field, select Change and select the relevant email address of
the associated user.
7. If the mail settings need to be different from the default settings, select the User Properties tab
and configure as applicable and select OK.
8. Once complete, synchronize the Mailboxes by selecting on the Synchronize Mailboxes Icon, or
Selecting Mailboxes and Synchronize on the menu bar.
9. Close the IMS Administration tool.
10. Make a call to one of the users just associated and leave a message in their voicemail mailbox. A
short while after hanging up a message should appear in their user’s mailbox.
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IMS Installation
5. Installing the IMS Client Software
The IMS client is supported by Microsoft Outlook 95/97/2000. In order to install the client:
•
IMPORTANT NOTE:
Do not install the IMS Client on the same PC as the Voicemail Pro / IMS Server.
•
You must log on to the user's PC as a user with administrator rights for that PC. Attempting to
install the software without having administrator rights for the PC will cause a number of errors.
•
Outlook should already be installed and configured on the users PC. Test this by using Outlook to
send a test message.
•
The Integrated Messaging Server should already be installed and running.
5a. IMS Client PC Requirements
•
Hardware:
The minimum recommended hardware for NT/2000 is a Pentium 100 with 32 MB RAM. For
Windows 9x/ME it is a Pentium 100 with 24MB RAM.
•
Operating system: Either;
•
Windows NT4 with Service packs 4, 5, 6a or Windows 2000.
•
Where a PC is outside of the Exchange server's domain it will need NT4 Service Pack 6a
or Windows 2000.
•
Clients must use TCP/IP networking.
•
Network configuration:
Users must be members of an NT Domain.
•
Email Client:
MS Exchange Client, Outlook 97, 98 or 2000.
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Voicemail Pro Installation
5b. Installation Process
During installation of the IMS Server, the IMS Client Installer package is copied to C:\Program
Files\Avaya\IP Office\Voicemail Pro\IMS\Client. The installer, called IMSClient.exe is approximately
10.1MB is size.
1. Copy the IMS Client installer package to a CD or to a network folder that can be accessed when
you are logged on at the users PC.
2. Log on to the users PC using an account that has administrative rights.
3. Save and close all other applications prior.
4. Depending on where it is located, double-click on the ISMClient.exe file.
5. Choose the preferred Language and select OK.
6. Select Next > until the Personalize IMS Client Setup screen appears.
7. Enter the following information:
•
Voicemail Mailbox
This is the Entry as it appears in the Username Field of the IP Office User Profile Screen.
This is case sensitive. If this information is entered incorrectly, the IMS client will not
connect to the IMS Server.
•
IMS Server
This is the name of the IMS / Voicemail Pro Server.
8. When prompted to Restart the PC select Finish to restart the PC. Please note that if you
attempt to open Outlook without restarting you will receive an error that a component has not
been installed correctly. It is therefore recommended that you restart the PC when prompted.
If the above details have been followed, after the User has logged back onto their PC workstation and
opened Outlook, select the following to verify that the IMS Client has connected to the IMS Server
correctly.
Typically when starting Outlook if there is a connection error, a message should be received while
Outlook is starting, asking for a user name and password.
1. In Outlook select Tools | Integrated Messaging. If the IMS Client has connected you should
only have the option to Disconnect. If this is the case you have successfully installed the IMS
Client on the workstation.
2. A further indication will be a Telephone Icon in the mail message. If the Client has not been
installed, this icon will not be displayed.
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IMS Installation
6. Checking & Observing IMS Operation
If may be useful to check that the IMS Account has logged onto the Exchange Server correctly.
1. On the Exchange server, open the Exchange Administration Manager.
2. Expand the Server Name and Mailbox Store.
3. Select Logons and locate the IMS account name. Only logged on accounts will be displayed.
4. Selecting Mailboxes allows you to view IMS messages being received and sent.
5. Leave a voicemail message in an IMS user’s voice mailbox.
6. After hanging up you should notice that for a brief time the Total Items field for the IMS mailbox
increases by 1. The message is then sent from the IMS mailbox to the user’s mailbox, who’s
Total Items increases by 1.
7. By default there should be no messages left in the IMS mailbox.
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Networked Messaging Installation
Voicemail Pro Networked Messaging
Voicemail Pro Networked Messaging (VPNM) allows users to forward voicemails mailboxes on remote
voicemail systems This is done by adding a VPNM component to the Voicemail Pro installation.
The messages are transferred between systems using an SMTP/MIME mail format to encode both the
voice part of the message and additional message details. The
Below is a diagram of VPNM between two IP Office systems.
Below is a diagram of a sample VPNM configuration between an IP Office and Avaya Interchange.
Depending on how your IP Network is set-up, the configuration will alter slightly.
Up to 2000 mailboxes are supported per VPNM server and there is no constraint on the number of
VPNM servers. However, to distinguish between dial plans you may need to allocate a dial pre-fix to
each server. There are a maximum of 99 pre-fixes available.
This section summarizes the steps required in installing VPNM between two IP Office systems and
between an IP Office system and an Intuity Audix system through Avaya Interchange.
This document should be used in conjunction with the other Avaya manuals, for example "Avaya
Interchange Release 5.4, Adding a VPIM System to Your Network".
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Requirements for VPNM
Check the following requirements before attempting to install VPNM
•
A Voicemail Pro server with VPNM installed connected to each IP Office system. Each system
will need a license for both Voicemail Pro and VPNM.
•
All systems in the VPNM network need to be tested to ensure that they can communicate across
the IP network. It is suggested that you test the following:
•
•
Ping the IP Addresses
•
Ping the computer names. If in a domain, ping the fully qualified domain name.
The VMPro Servers should have an SMTP server installed. This can be done using the SMTP
component of Internet Information Service (IIS).
•
To test type "Telnet<the name of the other server>25".
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Networked Messaging Installation
Installing Voicemail Pro Software with VPNM Support
This section installs the Voicemail Pro software with its VPNM component onto the Voicemail pro server
PC.
•
If you have already installed basic Voicemail Pro onto the PC, the instructions are the same,
except when prompted to Modify, Repair, or Remove, select Modify and tick the Integrated
Messaging check box (do not untick any other boxes as this will remove that component).
1. Using the IP Office Manager application or IP Office Wizard, check that the correct licenses for
Voicemail Pro and IMS are installed and show a status of Valid. The licenses required are:
•
Voicemail Pro (4 ports) plus Additional Voicemail Pro (X ports) licenses up to
the total number of port required or supported by the IP Office control unit.
•
Networked Messaging - Enables operation of VPNM with Voicemail Pro.
2. Insert the Voicemail Pro CD. The installation wizard should auto-start. If it does not auto-start,
browse to and run Setup.exe on the CD.
3. Select the installation language from the drop down list. This language will be used for both the
installation wizard menus and for the default language prompts installed.
4. Click OK. The installation software begins its preparation for installation.
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Voicemail Pro Installation
5. If the following screen appears, then a Voicemail Pro is already installed. See Upgrading an
Existing System.
6. Otherwise the InstallShield Wizard for IP Office Voicemail Pro will be started.
7. Click Next >.
8. Enter a user name and the company name. These settings do not affect the installed application.
9. Select who should be able to use the Voicemail Pro client after installation on the server PC.
Selecting Anyone who uses this computer (all users) is recommended.
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10. Click Next > to continue.
11. Select Custom. The use of the other options is discussed in other sections along with any other
installation and pre-installation actions appropriate to those installation types.
12. Click Next >.
13. The menu shown allows you to select where the software is installed. We recommend that his is
left at the default setting shown unless there are specific reasons for changing the install location.
14. Click Next >.
15. The menu shown allows you to select which Voicemail Pro components to install. For IMS ensure
the following are selected:
a. Deselect Voicemail Pro Campaign Web Component unless it is required and the web
server has already been installed (see Voicemail Pro with Web Campaigns (Typical)
Software Installation).
b. Click the + icon next to Voicemail Pro.
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Voicemail Pro Installation
c. Voicemail Pro and Voicemail Pro Server Service should be already selected.
d. Click the + icon next to Speech Supported.
e. Select the languages required. We recommend that either English or English US is
always selected in addition to the customer's required languages.
f.
Scroll down and select VPNM.
16. Click on Next >.
17. Enter the User name and Password for the user account under which the Voicemail Pro service
should log on and run. The Browse button can be used to browse the available PC or network
accounts. This should be the IMS account created previously on the domain and Exchange
server.
18. Click Next >. The account details entered above are verified.
19. Select the program folder into which icons for the Voicemail Pro components should be added.
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20. Click Next >.
21. A summary of the components that will be installed is shown. Check that this list is as expected.
Under Speech Supported check that the languages required are shown.
22. Click Next > to begin installation of the software.
23. The progress of the software installation is shown until complete.
24. Following installation, a request to restart the server PC appears. Select Yes, I want to restart
my computer now and click Finish.
25. Following the server PC's restart, the Voicemail Pro installation wizard appears to complete its
installation.
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Voicemail Pro Installation
26. The following screen will appear, requesting entry of email account for outgoing SMTP emails
from the Voicemail Pro server. This is part of the Voicemail Email Installation. Click Next >.
27. The next screen request details of the SMTP server to which the Voicemail Pro server should
send messages. Enter the name of the Voicemail Pro's local SMTP server. If in a domain this
should be the fully qualified domain name.
28. Click Finish. The installation wizard will attempt to validate the email settings.
29. The software installation stage is now complete.
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Networked Messaging Installation
Configuring VPNM Accounts on Voicemail Pro
The following process is used to add details of remote users within the VPNM network.
1. Start the Voicemail Pro Client.
2. Click
Preferences and select VPNM.
3. Under VPNM select Add.
4. Enter the fully qualified domain name of the remote VPNM destination (the remote Voicemail Pro
server PC or Avaya Interchange). Enter the Access Prefix if these are being used. Click OK.
5. Under Users for VPNM Server(s) click Add.
6. Enters details for the user, starting with which VPNM system hosts their mailbox.
•
The user's full name is used by the local Voicemail Pro's dial by name features.
•
The locale extension number is used when as the local mailbox number and so should
not conflict with any existing local number.
•
The remote extension number should be the user's real extension number.
•
The full telephone number should be a dialable number that is routed to the user's
extension or mailbox.
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Voicemail Pro Installation
Test Setup
The VPNM setup can be tested using the following steps.
1. Dial into Voicemail from one of the systems and record a message.
2. When selecting the target extension, enter an extension from the other system as specified in the
VPNM Preferences screen.
3. The message should be delivered to the other systems Voicemail Pro server into
C:\\Inetpub\mailroot\Drop.
4. The VPNMreceiver Service checks the Drop directory approximately every 30 seconds. When it
finds a message in the Drop directory, it will send the message to the relevant extension's
voicemail box on the remote system.
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Networked Messaging Installation
IP Office to Avaya Interchange
Configure the Avaya Intuity Audix
This section is based upon the S8100/G600 Intuity Audix. It is assumed that the IP address of the
S8100 processor is known. A browser should be available and the Avaya Terminal Emulator or the
equivalent to do the necessary configuration.
1. telnet to the S8100/G600, login and enter "audix" to reach the audix command prompt.
2. Enter list configuration and verify that the TCP/IP value is set to at least 1. If not, these ports
must be activated through the license process before proceeding.
3. From a PC browser, access the S8100 processor IP address and login.
•
At the S8100 main page select Administer System | Audix Networking |
Administrative Menu | Network Channel Administration.
•
Enable each channel in the Channel Configuration Column.
•
Select Save when finished.
4. Return to the Audix command prompt screen. Inspect the system for the list of mailboxes that
will be eligible to receive messages.
•
Type change machine. Note the range of local extensions. List subscribers will
provide a more specific list. It is best to distinguish mailboxes that are eligible to receive
messages i.e. call answer mailboxes.
•
On page 2 of the change machine form, ensure that all the update settings are set to y.
•
Make sure that Network Turnaround is set to y. Select Enter.
5. To administer the password for message exchange:
•
From the S8100 home page select Administer System | Audix Networking |
Administrative Menu | Local Machine Administration.
•
Enter the password to be used for transfer of messages between this system and the
Avaya interchange. Select Change.
6. To enter the information for connecting to the Interchange:
•
From the S8100 home page select Administer System | Audix Networking |
Administrative Menu | Remote Machine Administration | Digital Machine
Administration.
•
Select Add New Machine.
•
Enter the Avaya interchange name, IP address and networking password.
•
Define the schedule for exchanging messages.
•
Select Add to complete.
7. To administer the parameters associated with the Interchange:
•
Type change machine <machine name> from the AUDIX command prompt.
Note If all extensions that are not on the Intuity Audix are configured to be on the
Interchange and "Send to non-Administered Recipients" is set to yes, errant messages
may be sent. This will waste bandwidth and processing time.
•
The extension Length setting is the dial plan length that has been configured in the Avaya
Interchange.
•
Set all the parameters of page 2 to y. (Send to non-administered recipients, Updates In,
Updates Out and Network Turnaround.)
•
Select F3 to Add the remote machine.
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Configure the Avaya Interchange
Configure the Interchange Intuity Interface
Refer to [INT-AUDIX] for a fuller description of the options detailed in this section.
1. Login to the Intuity interchange.
•
To verify that the system is optioned for TCP/IP digital ports select Customer/Service
Administration from the Interchange Main Menu.
•
The VPNM ports will also be required for interfacing to the Voicemail Pro.
2. Ensure that the TCP/IP networking is setup so that the machine can communicate to and from
the Intuity Audix.
•
From the Main Menu select Networking Administration | TCP/IP Administration.
•
Make a note of the IP Address, Subnet Mask and default Gateway IP Address. The
information will be required later in the setup.
3. Make sure that an entry exists with the data that corresponds to the information entered for
connecting to the Interchange.
•
From the Main Menu select Networking Administration | Local Machine
Administration.
4. To verify that there are equipped TCP/IP ports for the networking to Intuity Audix and to voicemail
Pro:
•
From the Main Menu select Networking Administration | Networking Channel
Administration. The status should be Idle.
5. Information corresponding to the Intuity Audix information entered in Step 4 when configuring the
Audix needs to be entered under Digital Networking Machine Administration.
•
From the Main Menu select Networking Administration | Remote Machine
Administration | Audix Digital networking Machine Administration.
•
Enter the transmission schedule for sending messages to the Audix System. Select ChgKeys and then the Add key to enter the form.
6. Administer The Intuity Audix parameters in the Interchange.
•
Select Interchange Administration | Remote Machine Administration | Remote
Machine Parameters.
•
Select Choices then the system to be updated
•
Ensure that the address range corresponds to the mailboxes on the Intuity Audix system
that are eligible to receive messages. Set the parameters as shown.
•
•
Avaya Interchange? = n
•
Mailbox ID Length = 5
•
Default Language = us-eng
•
Failed Msg. Notification Priority = n
•
Msg ID? = y
•
Send Message for Warning? = n
•
Default NameNet type = u
Select the Details key to enter the following details:
•
Subscriber Updates Type = dynamic
•
Updates In? = y
•
Updates Out? = y
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•
•
Voiced Names for Dynamic? = y
•
Network Turnaround? = y
•
Provide Local Mapped Addresses = n
•
Dynamic Sub Expiration Days = 90
Select Save, Continue and then Save again.
7. If both systems are set for 5 digit dialing this step can be omitted. If both systems are not then
Dial Plan Mapping needs to be used to map the mailbox identification from the Interchange Dial
Plan to the Intuity Audix Dial Plan.
•
Select Interchange Administration | Remote Machine | Administration | Dial Plan
Mapping. Update the form as required.
Configure the Interchange VPIM Interface to Voicemail Pro
These steps follow [INT-VPNM] which should be referenced for greater detail on Interchange
configuration steps and options.
1. Check that Interchange has available VPNM ports
•
From the Interchange Main Menu, select Customer/Service Administration | Feature
Options. Check that there are sufficient current entries for the Maximum Number of
Digital Nodes and VPNM ports.
2. Set the Interchange General Parameters.
•
From the Interchange Main Menu, select System Parameters | General Parameters.
Ensure that the VPNM Port Field is set to 25.
3. Identify the Avaya Voicemail Pro to the interchange system.
•
From the Interchange Main Menu, select Networking Administration | Remote Machine
Administration | VPIM Machine Administration.
•
Select the name of the machine by telnet to the SMTP port of the Voicemail Pro to see
how it identifies itself.
4. Set the IP Office parameters.
•
From the Interchange Main Menu, select Interchange Administration | Remote
Machine Administration | Remote Machine Parameters.
•
Select Choices. Select the Voicemail Pro name as the Remote Machine Name then
enter the values as shown.
•
•
Machine Type = VPIM
•
Avaya Interchange? = n
•
Mailbox ID Length = 5
•
Failed Msg. Notification Priority = n
•
Msg ID? = y
•
Send Message for Warning? = n
Select the Details key to enter the following details:
•
Subscriber Updates Type = dynamic
•
Voiced Names for Dynamic? = y
•
Use DNS? = n
•
Domain Name = Enter the domain name.
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Voicemail Pro Installation
5. If the Voicemail Pro Dial Plan length is shorter than the Interchange Dial Plan, select
Interchange Administration | Remote Machine Administration | Dial Plan Mapping. Follow
the instructions of [INT-VPNM] to map from the shorter length to the longer length dial plan.
6. Add the subscribers for Voicemail Pro. The following is one of several ways that this can be
done.
•
Select Interchange Administration | Remote Machine Administration | Dial Plan
Mapping.
•
Select the Voicemail Pro as the Remote Machine and then select Options.
•
Select Add Subscribers from range. Only mailboxes that are eligible to receive
messages should be included.
•
Subscriber entries can be checked from interchange Administration | Subscriber
Administration | Subscriber Lists | By Remote Machine Name. From Choices select
the Voicemail Pro PC name to see the list of known subscribers.
Directory View in Interchange for Intuity Audix and Voicemail Pro
Setting the directory view specifies which other messaging machines can provide subscriber updates to
a particular messaging machine. Each machine listed is associated with a range of mailboxes from
which updates can be accepted and whether a voiced name can be accepted.
1. Select Interchange Administration | Remote Machine Administration | Directory Views.
2. At the Machine Name prompt, select the Voicemail Pro.
3. Select the Options key and then Add all entries.
4. Select Save.
5. Repeat these steps for the Avaya Intuity Audix.
Avaya Interchange Enterprise List Administration
This section describes how to configure a list of endpoints in the Interchange. Interchange-based lists
are an efficient way to send messages to stable lists of mailboxes. Only one copy of the message is
sent from the originating system to the interchange, which takes care of distributing that message to the
destination machines and mailboxes.
1. From the Interchange Main Menu, select Interchange Administration | Enterprise List
Administration | System Parameters. Set or check the address range of the interchange Dial
Plan that can be used for lists.
2. From the Interchange Main Menu, select Interchange Administration | Enterprise List
Administration | List Definition.
•
Choose a unique list id from the list range and assign an owner.
•
In the 'Network Address' grid, enter the list of destination addresses from the Interchange
Dial Plan.
•
The 'Remote Address' grid should contain the systems where those destinations reside.
•
The range of mailboxes that have permissions to send through the list is set in the
'permissions' grid.
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Networked Messaging Installation
Configure a DNS Server
A Domain Name Service Server is not required for the messaging systems, but may be a highly
desirable way to centralize the mapping of names to IP addresses. This section briefly describes the
setup of DNS server used in this type of configuration.
1. From the Start menu of the PC running Microsoft Exchange Server, select Programs |
Administrative Tools | DNS. If DNS is not available, DNS needs to be installed from the
Operating System CD.
2. Check that there is an entry within the domain for each messaging hosts involved.
3. Configure each PC to use the DNS server to resolve names. This is done in the Internet protocol
(TCP/IP Properties form of each LAN interface).
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Voicemail Pro Installation
Verification & Troubleshooting
The configuration can be tested by creating a message and forwarding it to the far end of the system.
Check that the message is received at the correct destination.
If the test fails, one of the following procedures may isolate the problem.
Ping Test
Make sure that you can ping all end points. If DNS is used, ping using the machine name. See step 5 to
ping from the Interchange.
SMTP Service Test and Name Determination
Test that the SMTP service of a messaging system is working by using telnet command as follows.
1. From a DOS or UNIX prompt type telnet ip-address 25
2. At the response type Helo
3. At the response type Quit.
4. If the response is not as shown below, then the SMTP service is not running on the machine and
incoming VPNM messages will not be processed. Check that the required PC services are
running.
telnet 172.16.254.197 25
220 avaya-8ccy2i4d3 Microsoft ESMTP MAIL Service, Version 5.0.2195.6713
ready a
t, Wed, 22 Oct 2003 08:45:03 -0400
Helo
250 avaya-8ccy2i4d3 Hello [172.16.254.197]
Quit
221 2.0.0 avaya-8ccy2i4d3 Service closing transmission channel
Connection t
Check That the Required PC Services are Running
From the Control Panel, select Administrative Tools | Services. Check that the following services are
Started with a Startup type of Automatic
•
SMTP
•
VPNM Database Server
•
Voicemail Pro Service
•
VPNM Server
•
VPNM Receiver
Check the Voicemail Pro SMTP Settings
From the PC Control Panel, select the Avaya Voicemail Pro icon.
1. Select the SMTP name.
2. Ensure that the Mail Server name is exactly the name of the Voicemail Pro server PC.
3. Select 'Check' to make sure that a successful connection to the SMTP service can be made.
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Networked Messaging Installation
Interchange Basic Tests
From the Interchange Main Menu, select Customer/Services Administration | Diagnostics. Perform
the following basic checks.
•
TCP/IP Diagnostics.
Send and receive Test Packets - ping the IP address.
View Packet Statistics - look for any interface issues e.g. collisions
•
Display Message Queue - monitors the contents of the outgoing message queue. If messages
cannot be sent e.g. due to administrative errors, then this queue is likely to contain the unsent
messages.
•
Remote Connection Test - test the basic connection to a remote Audix system.
Audix Browser Status Test
•
From the Browser interface to the S8100, select System Administration | AUDIX Networking |
Maintenance Menu | Network Snapshot. See the status of connectivity to the Interchange.
S8100 Ping Test
•
From the Avaya Terminal Emulator interface to the S8100, select cmd at the Enter Command
prompt.
•
At the DOS prompt, enter ipconfig to verify the IP address and gateway.
•
Ping to test the connection.
Check the Status Through the Intuity Audix Command Line Interface
•
To update the Audix with reachable subscribers through the interchange, from the audix
command line prompt type get remote-updates machine and Enter where the machine is the
name of the interchange system.
•
Repeat the command periodically (and cancel out) until the 'Status of Last Update' entry is
completed.
•
From the command line prompt type display administrator's-log where message delivery
failures and reasons can be found.
Message Exchange Test
In general the following capabilities are supported and can be verified.
•
Sending Messages to lists or individuals, preserving any combination of Priority and Privacy.
•
Replying to the sender
•
Forwarding.
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Centralized Voicemail Installation
Centralized Voicemail Pro
The Voicemail Pro server on a central IP Office system can be used to provide voicemail services for
another remote IP Office system. This is called Centralized Voicemail Pro.
Centralized Voicemail Pro requires the IP Office systems to be linked by an IP Office Small Community
Network (SCN). Details of creating the necessary VoIP lines and SCN are not covered here.
Planning Requirements
The following factors must be remembered during planning of the centralized Voicemail Pro system:
•
The Voicemail Server PC is attached to the central system.
•
A Feature key, Feature key server PC and Voicemail Pro license key are required for the central
system hosting the Voicemail Pro.
•
Small Community Networking is required between the central system and remote systems. This
document assumes that this has already been setup and tested.
•
On networked IP Office systems it is possible for centralized voicemail to appear operational
without Small Community Networking. However this operation tends to be unpredictable and so
we only support centralized Voicemail Pro when using Small Community Networking.
•
VCM modules or VoIP channels are required in the remote and central systems.
•
The extension and group numbering on all systems must be unique.
•
The extension and group names on all systems must be unique.
•
We also recommend that all names and numbers (groups, line, services, etc) on the separate IP
Office systems are kept as unique as possible. This will reduce potential maintenance confusion.
Restrictions
•
The number of simultaneous voicemail users is restricted by the Voicemail Pro license on the
central system, up to the maximum number of data channels for voicemail supported by the
central system's control unit.
•
For extensions on the remote system, access is also restricted by the number of
available VoIP and VCM channels on that system.
•
Though technically possible, centralized voicemail is not recommended or supported for
Voicemail Lite or Integrated Voicemail.
•
Supported Remote IP Office Voicemail Features:
Not all Voicemail Pro features are available on the remote IP Office systems. Currently the only
features supported for remote sites are:
•
Automated Attendant.
•
Call Answer (Voice Messaging).
•
Call Recording.
•
Dial by Name Directory.
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Voicemail Pro Installation
Licensing
The most commonly seen problem in Centralized Voicemail Pro is misunderstanding of the licensing
requirements.
•
The voicemail licenses are entered on the central IP Office and validated against its Feature Key
Server.
•
The remote IP Office does not need any voicemail licenses.
•
By default each IP Office uses a broadcast address to locate a Feature Key Server PC and
validate its licenses.
•
Once a Feature Key Server has validated licenses with one IP Office it will not do validation for
another IP Office unless rebooted.
Given the above we strongly recommend that in any multiple IP Office network, the License Server IP
Address (System form | System tab) on each IP Office is set to the specific address of its Feature Key
Server PC. If a remote IP Office does not have a Feature Key Server (because it isn't using any licenses)
enter 0.0.0.0.
It is important to note also that the Voicemail Pro server will operate for 2 hours without license
validation. This can cause Voicemail Pro and centralized Voicemail Pro to appear operational following
installation and to then stop.
Additional Notes
By default each IP Office is set to use a broadcast IP address to locate a voicemail server. Due to this is
can appear that centralized voicemail is operating before the remote system is set to the Voicemail
Type of Line.
Leaving the system's in this arrangement rather than setting the remote system's Voicemail Type to
Line can cause problems and is not supported.
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Centralized Voicemail Installation
Setting Up Centralized Voicemail Pro
Install the Central and Remote IP Office Systems
1. Install and test IP Office Small Community Networking. Refer to the Job Aid "Small Community
Networking".
Install Voicemail Pro at the Central System
1. Using IP Office Manager, receive the configuration of the central system.
2. Set the License Server IP Address to the address of the PC acting as the central system's
Feature Key Server PC.
3. Install Voicemail Pro on the Voicemail Server PC attached to the central system. Refer to the
Voicemail Installation & Administration Manual.
•
The installation process is the same as for normal non-centralized voicemail operation.
•
Test and confirm the voicemail installation by dialing *17 at an extension on the central
system.
Configure the Remote Systems Voicemail Settings
1. Receive the configuration of the remote system.
2. Set the License Server IP Address to the address of the PC acting as the remote system's
Feature Key Server PC.
•
WARNING: This cannot be the same PC as the central system's Feature Key Server PC.
•
If the remote system doesn't use any licenses, enter 0.0.0.0.
3. Double-click on the System icon.
4. Select the Voicemail tab and set the following:
•
Set the Voicemail Type to Line.
•
Set the Voicemail Destination to the Outgoing Group ID set on the VPN line to the
central system.
5. Load the configuration and reboot the remote IP Office.
6. Dial *17 at an extension on the remote IP Office. The call should ring the Voicemail Pro server
and then access the extensions mailbox.
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Text to Speech Installation
Text to Speech
The Voicemail Pro server is able to use the Text to Speech (TTS) to:
•
Speak text within call flows using the
Speak Text action. The text can include variables
passed from other actions including database actions.
•
Support Email Text to Speech. This requires MAPI based Voicemail Email to have been setup
and tested.
Voicemail Pro TTS requires the server PC to have a Microsoft SAPI 5 compatible TTS engine installed
and entry of a license. Two IP Office licenses exist to enable Voicemail Pro support for TTS operation.
Only one of the following licenses is required for TTS.
•
VM Pro Generic TTS
This licence enables the Voicemail Pro server to use either Microsoft's own SAPI5 TTS engines
or third-party SAPI 5 compatible TTS engines. The Microsoft TTS engines (Microsoft Sam, Mike,
Mary and Simplified Chinese) are installed by default as part of the Voicemail Pro installation.
•
VM Pro ScanSoft TTS
This licence enables the Voicemail Pro server to use Avaya supplied TTS engines. These
engines provide better voice quality than the Microsoft TTS engines and support a range of
languages. They are supplied on a set of 5 CD's separate from the Voicemail Pro software CD.
•
The language supported by the Avaya TTS engines are:
•
Chinese
•
Dutch
•
English (UK)
•
English (US)
•
French
•
German
•
Italian
•
Japanese
•
Korean
•
Norwegian
•
Brazilian Portuguese
•
Russian
•
Spanish
•
Latin Spanish.
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Voicemail Pro Installation
Installing Generic Text to Speech
1. Install and test Voicemail Pro as normal.
2. Using IP Office Manager or the IP Office Wizard, add the VM Pro TTS (Generic) license into the
IP Office configuration. Send the new configuration to the IP Office system.
3. Reload the IP Office configuration into IP Office Manager and check that the status of the license
has changed to Valid.
4. The Voicemail Pro installation includes the default Microsoft TTS engines (Microsoft Sam, Mike,
Mary and Simplified Chinese) as standard. If another third-party SAPI 5 compatible TTS engine is
going to be used, install that software.
5. Open the Control Panel and click on
Speech.
6. Select the Text to Speech tab.
7. The installed TTS engines should be listed. Adjust and test the setting to obtain the speech
required.
Installing Avaya Text to Speech
The Avaya TTS engine for Voicemail Pro is supplied on a set of 5 CD's. Each CD contains a different set
of languages. However in each case CD 1 is required to start the TTS engine installation process.
1. Install and test Voicemail Pro as normal.
2. Using IP Office Manager or the IP Office Wizard, add the VM Pro TTS (ScanSoft) license into
the IP Office configuration. Send the new configuration to the IP Office system.
3. Reload the IP Office configuration into IP Office Manager and check that the status of the license
has changed to Valid.
4. Insert the first Avaya TTS CD. The installation wizard should auto-start.
5. Follow the installation wizard prompts and install the languages required. Depending on the
languages selected, instructions to insert the other CD's in the set may occur.
6. Open the Control Panel and click on
Speech.
7. Select the Text to Speech tab.
8. The installed TTS engines should be listed. Adjust and test the setting to obtain the speech
required.
Configuring TTS Speech
1. Start the Windows Control Panel.
2. Select
Speech.
3. Select the Text to Speech tab.
4. The Voice Selection box shows which TTS engine is currently being used by Windows. This is
the same TTS engine that will be used by the Voicemail Pro server.
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Using the Speak Text Action
Once method of employing TTS is through adding a
Speak Text action to a call flow. The text to be
spoken is entered in the action's Specific tab. This text can include combinations of:
•
Typed text sentences.
•
Voicemail Pro System Variables. For example:
•
•
Entering $KEY would be replaced when spoken by the last digits dialed within the call
flow by the caller.
•
If using database interaction, entering $DBD[x] would be replaced by the current value of
that database field.
•
Entering $CLI would speak the callers CLI (if available) back to them.
SAPI 5 XML tags can be added to alter how the text is spoken. For example:
•
When 123 needs to be spoken as one two three rather than "one hundred and twentythree", enter <spell>123</spell>.
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TTS SAPI Controls
Windows TTS engines use Microsoft's SAPI (Speech Application Program Interface). This includes the
use of XML tags within the text to change how the text is spoken.
For example in the text This is the <volume level="90">text</volume> to speak the items within < >
brackets are XML tags used to alter how the speech is spoken.
The following are a sample of the SAPI XML controls supported by Voicemail Pro TTS. Further
information on SAPI 5 can be obtained from Microsoft's support websites.
•
Volume - Alter the speech volume.
•
Rate - Alter the speech rate.
•
Pitch - Alter the speech pitch.
•
Emph - Add emphasis to words.
•
Spell - Spell out words and numbers literally.
•
Silence - Add a period of silence.
•
Partofsp - Change a words usage.
Entering XML Tags
XML tags can be used in two ways, either "nested" or "empty".
•
•
Nest Tags: Example = <volume level="90">text</volume>
Nested tags consist of
•
An opening XML tag, in the example above <volume level="90">
•
The text to which the opening tag command should be applied.
•
A closing XML tag. The closing tag use the same command as the opening tag, prefixed
with / and no other settings. In the example above this is </volume>.
Empty Tags: Example = <volume level="90"/>All following text
An empty tag is not nested, its command and settings apply to all the following text. Empty tags
are recognizable by the / before the tags closing >.
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Example SAPI XML Tags
Volume
Controls the volume of the speech. This tag can be nested or empty.
•
Attributes:
•
•
level=
Supports values between 0 and 100, being percentages of the system's set volume.
Examples:
•
<volume level="50"/>Speak allow following text at level 50.
•
<volume level="50">Speak this text at level 50</volume> and this as normal.
Rate
Controls the speed at which the text is spoken. This tag can be empty or nested.
•
•
Attributes:
Only one attribute may be applied within a tag.
•
absspeed=
Sets the absolute speed for the speech in a range between -10 and 10 with 0 being
normal speech.
•
speed=
Sets a speed change that is added to the current speed.
Examples:
•
<rate absspeed="5">Speak this text at rate 5</rate> and this text as normal.
•
<rate absspeed="5"/>Speak all following text at rate 5.
•
<rate speed="-5"/>Drop the current speech speed by 5.
Pitch
Controls the pitch at which the text is spoken. This tag can be empty or nested.
•
•
Attributes:
Only one attribute may be applied within a tag.
•
absmiddle=
Sets the absolute pitch for the speech in a range between -10 and 10 with 0 being normal
speech.
•
middle=
Sets a pitch change that is added to the current speed.
Examples:
•
<rate absmiddle="5">Speak this text at pitch 5</rate> and this text as normal.
•
<rate absmiddle="5"/>Speak all following text at pitch 5.
•
<rate middle="-5"/>Drop the current speech pitch by 5.
Emph
Applies emphasis to a word or section of text. This tag must be nested.
•
Attributes:
This tag has no attributes.
•
Example:
•
Say <emph>boo</emph>.
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Spell
Spell forces the engine to speak any nested text literally rather than applying any speech rules. This is
useful for numbers where rather that than saying 3001 as three thousand and one for 3001, the speech
required is three zero zero one. This tag must be nested.
•
Attributes:
This tag has no attributes.
•
Example:
•
The telephone number is <spell>555 3468</spell>.
Silence
Inserts a period of silence. This tag must be empty.
•
Attributes:
•
•
msec= Sets the duration in milliseconds.
Example:
•
A short silence <silence msec="500"/> of half a second.
Partofsp
Forces the pronunciation of a word according to it usage if not correctly determined by the TTS speech
engine or to override the engine. This tag must be nested.
•
Attributes:
•
•
part= Takes a value from noun, verb, modifier, function or interjection.
Example:
•
To <partofsp part="verb">record</partofsp> that <partofsp part="noun">record</partofsp>
press 1.
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Email Reading
In conjunction with MAPI email clients and Exchange server, TTS can be used to read new emails in a
user's email inbox when they access their voicemail mailbox.
This feature is only supported for Intuity mode. Users hear their new voicemail messages and then the
number of "Messages with text". Before each email is spoken, details of who it is from, when and the
size are given. This allows large or non-urgent emails to be skipped.
•
Email reading cannot be used for emails in HTML formatting. If HTML messages are received
then all the code will be read out as a message.
1. Install and test Voicemail Pro for MAPI based Voicemail Email operation with an Exchange
Server. See Voicemail Email.
2. To perform email reading, the Voicemail account created on the Exchange server for Voicemail
Email must able to access the individual users email mailboxes. This can be achieved by either:
•
On the Exchange Server, ensure that Voicemail user account is granted rights to access
all user email boxes, or;
•
Within each user's Outlook:
1. Select Tools | Options.
2. Select Delegates.
3. Add the Voicemail account as a delegate.
3. If not already done, install and test TTS operation using a
Speak Text action.
4. Using IP Office Manager, load the IP Office configuration and open the settings for each user.
5. In Voicemail Email enter the user's email address. The same address is used for both Voicemail
Email and Email Reading services.
6. Tick Voicemail Email Reading.
•
On IP Office systems upgraded from 2.0 where a + sign was used in front of the users
email address to indicate Email TTS usage, the + sign is automatically removed and the
tick box ticked.
7. Voicemail Email alerting is a separate option.
8. Click OK and merge the new configuration back to the IP Office system.
9. Send the user a test email. Then access the user's voicemail mailbox and check whether
following the voice messages a new "message with text" is announced.
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Voicemail Pro Server Configuration
Server Configuration
The configuration settings for the various aspects of the Voicemail Pro services can be accessed
through the Windows Control Panel.
1. Open the Control Panel.
2. Select
IP Office Voicemail Pro.
3. The tabs and options within the tab will vary according to the installed Voicemail Pro
components.
System Settings
This tab contains the Logging Level settings used by the IMS Gateway Service and the IMS Voice
Service.
Four levels of logging are available, with increasing level of detail. Normally logging is only required if
some IMS problems are being experienced that requires diagnosing.
Path Setting
This tab contains the computer name of the server PC hosting the IMS Database Service and the IMS
Voice Service. Typically these are both installed on the same server PC as the Voicemail Pro Server.
The computer names can either be entered directly or by using the Browse buttons provided.
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Email Settings
This tab specifies settings related to the email system.
•
Account Details:
This specifies the email account used for IMS email messages. Select Browse to display a list of
available email accounts.
•
Transmit Wave File:
For IMS. Specifies whether .wav files of voicemail messages should be sent within the message
emails file as well. The sending of .wav files across a network creates a high loading on the
network and networks servers. A one-minute message requires a 1MB .wav file.
•
Attach wave file to message
This allows the recipient to copy the .wav file for use elsewhere.
•
Embed wave file in message
This method does not allow the user to copy the .wav file for use elsewhere. The
embedded file however is compressed and therefore smaller than an attached file.
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SMTP Email Settings
The details entered on this tab are used for defining connections to external SMTP Email Servers.
•
SMTP Server Settings
•
Mail Server Name: The name of the SMTP mail server.
•
Port Number: The receiving port on the SMTP mail server. The default is 25.
•
Server Requires Authentication:
An Optional setting. If required the Account Name and Password need to be entered.
There is an option to select Challenge response Authentication if required.
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IP Office Configuration
The default configuration for IP Office allows almost immediate voicemail operation once the voicemail
server is running. The IP Office default settings are:
•
Voicemail running on a PC accessed using a broadcast address (255.255.255.255) from the IP
Office.
•
Voicemail on for each user and hunt group on the IP Office.
•
No Voicemail Code set for any mailboxes. Until a code is entered for a mailbox, it can only be
accessed from the user's own extension.
•
No Voicemail Email or Voicemail Help operational.
•
No Voicemail Reception for user mailboxes.
•
Whilst hunt group mailboxes are created and used by default, there is no default message
waiting indication or method for collecting messages. A method for accessing each hunt group
mailbox should be programmed. See Hunt Group Voicemail.
A range of settings and controls are accessible through the IP Office Manager Application to configure
the voicemail operation. The following sections detail those settings and controls.
System Configuration
The IP Office must be configured to recognize which PC is acting as its Voicemail Server. The IP Office
is configured via the Manager application and these settings can be found in the Voicemail tab of the
System configuration form.
•
Voicemail Type: Default = PC
Select PC for Voicemail Lite or Voicemail Pro operation.
•
Voicemail Destination: Default = Blank
Not currently used.
•
Voicemail IP Address: Default = 255.255.255.255
Enter the IP address of the PC on which the voicemail server is running. This may be left set to
255.255.255.255 (a broadcast address) if there is only one voicemail server on the network.
•
Voicemail Password/Confirm Password : Default = Blank
Only used by Voicemail Pro. If you set a password here, the same password must be entered in
the Voicemail System Preference, see Voicemail System Preferences.
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User Configuration
The following options are configured via the Voicemail tab for each individual User within Manager.
•
Voicemail Code: Default = Blank
A code (1-15 digits) used by the Voicemail Server to validate access to this User's Voicemail box.
This is required when users retrieve Voicemail messages remotely, i.e. from another user's
extension or from an external telephone, e.g. a mobile. If remote access is attempted and a
Voicemail Code has not been configured the message "Remote access is not configured on this
mailbox" will be played.
•
Confirm Voicemail Code:
The Voicemail Code must be retyped to ensure it has been correctly entered.
•
Voicemail Email: Default = Blank
An email address can be used for sending email alerts about new messages and/or allowing
email reading via text to speech.
•
Voicemail Reception: Default = Blank
When connected to a User's Voicemail, callers can press 0 to be transferred to another number.
This is a "blind" transfer.
•
Voicemail On: Default = On
Controls if Voicemail is available for this extension.
•
Voicemail Help: Default = Off
When retrieving Voicemail messages users can be given a recorded message helping them to
use the Voicemail facility. Standard IP Office mailbox mode only.
•
Voicemail Ringback: Default = Off
If enabled and a new message has been received, the Voicemail server will call the User's
extension to attempt to deliver the message each time the telephone is put down. Voicemail will
not ring the extension more than once every 30 seconds.
•
Voicemail Email Mode: Default = Off
Controls the method of operation of Voicemail Email above.
•
Off: Voicemail messages or notifications are not automatically sent.
•
Copy: A copy of the message is sent to the email account.
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•
•
Forward: Voicemail messages are sent to the email account and deleted from
the Voicemail server.
•
Alert: Notification that a new Voicemail message has been received is sent to
the email account.
Voicemail Email Reading: Sets whether the Voicemail Email address can be used
for email reading. See Email Reading
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User Source Number Configuration
This tab in the User form gives a list of Dial In Source Numbers. Several of these numbers can relate to
voicemail operation.
•
Telephone Number: Default = V plus own extension number
Right-click within the Telephone Number box and select Add.
•
V<Callers CLI> = Voicemail Trusted Source access
Allows access to the user's mailbox for a specified CLI number, e.g. V201 or V7325551237. The
default is the user's own extension number but additional numbers may be added. Note: Only
supported by Voicemail Lite and Voicemail Pro using IP Office Mailbox mode.
•
H<Group Name> = Hunt Group Voicemail Indication
Allows the user to receive message waiting indication of new group messages. Enter H followed
by the group name, e.g. HMain.
•
•
On suitable display extensions, the hunt group name and number of new messages is
displayed (refer to the appropriate telephone user guide).
•
If the user is using Phone Manager, the Messages tab shows the hunt group name and
number of new messages.
•
If the user isn't a member of the group, a voicemail code must be set for the group's
mailbox (see Voicemail Code on the Hunt Group | Voicemail tab). Refer to the
Voicemail Installation & Administration Manual.
P<Telephone Number> = Voicemail Ringback Number
For user's with voicemail ringback enabled, this entry sets the ringback destination to a number
other than the user's own extension. The voicemail server will ring that number when the user
has a new voicemail message. Enter P followed by the telephone number including any
necessary external dialing prefix, e.g. P917325559876. This facility is only available when using
Voicemail Pro through which either a default Callback start point or a user specific Callback start
point has been setup.
Voicemail Reception/Operator
After a caller has been routed to voicemail, the mailbox user may wish them to have the option of
transferring to another number, for example; reception, an assistant or an external number such as the
user's mobile.
To do this, using Manager the required reception number required should be entered Voicemail
Reception box in the User's Voicemail tab. The user should record a new greeting message informing
callers that if they can press 0 to transfer to that number.
•
When a Leave Mail action is used to access the mailbox, for IP Office mode mailboxes, when 0
is pressed by the caller, the call follows the Success or Failure results of the Leave Mail action.
Intuity mode mailboxes always follow the mailbox user's Voicemail Reception setting.
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IP Office Manager Configuration
Using Voicemail to Give Error Messages
Voicemail can be used to give out messages when certain numbers are dialed. For example, if users are
barred from making international calls, rather than giving users the busy tone a recording similar to
"International calls are not permitted" could be played instead. The following example could be used:
1. Create a user that will allow you to record the message and give this user a Voicemail Code, e.g.
•
Name: Barred
•
Full Name: Internal calls error message
•
Extension: 403
2. Use a short code to access the user's voicemail to enable you to record the message, e.g.
•
Short Code: *95
•
Telephone Number: "?Barred" (include quote marks)
•
Line Group ID: 0
•
Feature: VoicemailCollect
3. Record a new greeting message for the above user, e.g. "International calls are not permitted"
and save as a Continuous Loop.
4. Create a short code so that when a user dials an international call they will be played the error
message, e.g.
•
Short Code: 00N
•
Telephone Number: "#Barred" (include quote marks)
•
Line Group ID: 0
•
Feature: VoicemailCollect
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Routing/Transferring Calls to Voicemail
Transferring Callers to Voicemail
This document shows the different methods by which callers can be transferred to voicemail. The
transfer can be used to route the caller to a specific mailbox to leave or collect messages or to a
particular Voicemail Pro start point.
Details cover the use of Voicemail Collect short codes and VM: paths as telephone numbers. These can
then be applied to dialing, DSS keys, SoftConsole and Phone Manager buttons.
An example Voicemail Pro module is included which allows the transferred caller to select the extension
to which they want to talk or leave a message.
Routing User Calls to Voicemail
If a user has voicemail switched on, calls will be automatically routed to Voicemail if either:
1. The extension is busy and Call Waiting has not been enabled.
2. The user has Do Not Disturb set or the extension is not answered within the No Answer Time
as set in the Manager program (default 15 seconds).
•
Exception: Callers calling from 20 Series display telephones are not automatically routed
to voicemail. They must press VMAIL to leave a message.
The caller will hear the standard greeting message. A user can record their own standard greeting
message if required.
When new messages are received, the user's telephone call display or IP Office PC application will be
updated to show the number of new messages waiting.
If Voicemail Ringback is enabled, the Voicemail Server will ring the user's extension to attempt to
deliver new messages after the user next uses the telephone.
All messages are stored until they have been listened to and then are automatically deleted after a set
time (default 36 hours if installed in IP Office mode, 30 days if installed in Intuity mode). IP Office mode
supports the ability for users to indicate a message as saved and so exempt from automatic deletion.
At any stage whilst listening to Voicemail messages the user can ask for online help by pressing 8.
A user can turn Voicemail and Voicemail Ringback on or off via Phone Manager or using the default
short codes as follows:
•
*18 - To turn Voicemail on.
•
*19 - To turn Voicemail off.
•
*48 - To turn Voicemail ring back on.
•
*49 - To turn Voicemail ring back off.
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Voicemail Pro Installation
Transfer Calls to Voicemail
The facility to transfer a call directly to a user's voicemail is available using the SoftConsole or Phone
Manager applications. For users not using these applications a short code can be created.
For example:
•
Short Code: *201
•
Telephone Number: "#Extn201" (include quote marks)
•
Line Group ID: 0
•
Feature: VoicemailCollect
•
Note: When creating short codes for use with Voicemail, the ? indicates "collect Voicemail" and
the # indicates "deposit Voicemail". The telephone number entry must also be enclosed by quote
marks as shown above.
Using Short Codes to Access Voicemail
The short code VoicemailCollect feature can be used to route callers to voicemail. The service they
receive is set by the Telephone Number field.
Note: In these examples we have used *80 but any available short code could be used.
•
Example 1: Access to the Mailbox Main
The following shortcode will access the mailbox for Main.
•
Example 2: Access a Voicemail Pro Module
If a Voicemail Pro module has been created and called TimeCheck, the following shortcode
could be used to access it.
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Routing/Transferring Calls to Voicemail
Using VM: to Access Voicemail
Another method to access voicemail is the VM: option where VM: is followed by the name of the mailbox
or Voicemail Pro start point required.
This can be used in the telephone number field of IP Office applications such as SoftConsole,
PhoneManager and Manager.
•
Example 1: SoftConsole access to the mailbox Main
From their eConsole the user wants single click access to check for messages in the hunt group
mail box Main (extension ID 200).
1. Start the SoftConsole.
2. Right-click on one of the BLF panel tabs.
3. Select New and then BLF Group Member.
4.
Enter a Name, for example Messages.
5. Enter a Number, in this case enter VM:?Main or VM:?200.
6. Click on OK.
7. The operator can now check for messages in that groups mailbox with a single click.
•
Example 2: Accessing a Module from Phone Manager
The user want to access a particular Voicemail Pro module, for this example one called
TimeCheck.
1. Start Phone Manager.
2. Click on the Speed Dials tab.
3. Right-click and select New.
4. Enter a Name, for example Time Check.
5. Enter a Number, in this case enter VM:TimeCheck.
6. Click on OK.
•
Example 3: Incoming Call Routing
The VM notation can be used in the Destination field of a Manager Incoming Call Route. This
will allow you to route calls that match the Incoming Call Route's criteria to a particular mailbox or
Voicemail Pro module.
VM: versus Short Codes?
The VM: method is easier to deploy. In fact for SoftConsole and Phone Manager it can be used without
having to access and alter the Manager configuration. However VM: obviously cannot be dialed from a
physical phone.
Short codes have the advantage that they can be dialed at any extension once setup through Manager.
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Voicemail Telephone Numbers
This section details the options that can be used with VoicemailCollect short codes and with VM: in order
to access a mailbox or Voicemail Pro start point.
Voicemail Lite and Pro
In these example we have used a mailbox called Main with extension number 200.
Note: User attempting to collect mail from user mailboxes will be prompted for the voicemail PIN code is
not accessing from a trusted source.
Collect Messages
Leave Messages
Short Code
?200
"?Main"
#200
"#Main"
Application Number Field
VM:?200
VM:?Main
VM:#200
VM:#Main
Voicemail Pro Start Points
The following only apply when a matching start point has been setup.
If a short burst of ringing is required then # should be inserted before the start point name. This is useful
if transferring callers as it allows the transfer to be completed before the voicemail prompts begin.
User Start Points
- Collect
- Leave
- Callback
Group Start Points
- Collect
- Leave
- Queued
- Still Queued
Default Start Points
- Collect
- Leave
- Queued
- Still Queued
Shortcode Start Points
Module Start Points
Campaigns
- Leave
- Collect
Short Code
Application Number Field
for examples a user called Extn205.
"Extn205.Collect"
VM:Extn205.Collect
"Extn205.Leave"
VM:Extn205.Leave
"Extn205.Callback"
VM:Extn205.Callback
for example a group called Main.
"Main.Collect"
VM:Main.Collect
"Main.Leave"
VM:Main.Leave
–
–
–
–
"Default.Collect"
VM:Default.Collect
"Default.Leave"
VM:Default.Leave
–
VM:Default.Queued"
–
VM:Default.Still Queued"
for example a shortcode start point called DVM.
"Short Codes.DVM"
VM:Short Codes.DVM
for these examples a module called Attend…
"Attend"
VM:Attend
for example a campaign called Catalogue.
–
VM:Catalogue
–
VM:Catalogue.Collect
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Routing/Transferring Calls to Voicemail
Example Call Flow: SelfSelect Module
In this example we will create a Voicemail Pro module that allows callers to select to which extension
they want. If that extension is busy or doesn't answer they can then leave a message in the targets
mailbox.
The Voicemail Pro Module
1. In Voicemail Pro, we added a module which we named SelfSelect.
2. First we added a Menu action and set its properties as follows:
•
On the Touch Tones tab we set the Wait for a key press for option to 5 seconds. This
gives the action a Timeout result which can be used if the caller does nothing or doesn't
has DTMF dialing.
•
Our IP Office has extensions and groups numbered in the 200 to 299 range. So we added
the touch tone sequence 2?? to match any dialing in that range.
•
In Entry Prompts we recorded a prompt along the line of "Dial the number you want or
wait for reception".
3. We added a Transfer action. In its properties, on the Specific tab we set the Destination to
Main, the hunt group containing our receptionists.
4. We then added a connection from the Menu action's Timeout result to the Transfer action.
5. We added an Assisted Transfer action. In its properties, on the Specific tab we entered $KEY
in the Mailbox field.
6. We then added a connection from the Menu action's 2?? result to the Assisted Transfer action.
7. We added a Leave Mail action. In its properties, on the Specific tab we again entered $KEY in
the Mailbox field.
8. We then added connections from the Assisted Transfer action's No Answer and Busy result to
this action.
9. We then added connections from the Assisted Transfer action's Next result and the Leave Mail
action's Success and Failure results back to the Menu action.
•
Note: The Success and Failure results in a Leave Mail action are only used if the caller
presses 0 when in the mailbox.
10. The call flow was then saved and made live.
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Creating a Matching Short Code
We now need a short code that can be used to route callers to the SelfSelect module.
1. Start IP Office Manager and receive the configuration.
2. We added a new system short code so that it would be available to all callers.
3. We chose to use *80 and set it as shown below:
•
The entry “#SelfSelect” indicates name of the Voicemail start point for the call, in this
case the Voicemail Pro module SelfSelect.
•
For a module start point the # is optional. Using it provides a short period of ringing before
the module actions start. This is useful if manually transferring a caller as otherwise they
may miss the start of the module's entry prompts.
4. We then merged the new configuration.
5. At any extension we can now test the routing by dialing *80. We can then wait to be transferred to
reception or dial the extension or group that we want.
Using the Module
We can now assign the short code *80 or the path VM:SelfSelect to a whichever method by which the
user wants to transfer callers to the voicemail service.
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Accessing Voicemail Remotely
Overview of Remote Access
By default a user can access voicemail from their own extension (using *17).
User's mailboxes cannot be accessed from any other location (internal or external) until a
Voicemail Code has been set for the mailbox. This is done through the User's configuration form in the
Manager program.
Once a Voicemail Code has been set, the mailbox can be accessed from other locations (see following
sections) and the caller will be prompted to enter Voicemail Code.
If direct access is required the location can be setup as a 'trusted location' (Not supported by Voicemail
Pro using Intuity Mailbox mode) . The caller will then not be required to enter the Voicemail Code.
•
Note: This requires that the incoming call provides a matching CLI.
Access Voicemail from Another Extension
1. Dial the extension whose mailbox is required.
2. When diverted to voicemail, press 8 during the voicemail greeting.
3. If not calling from a 'trusted location', enter the Voicemail Code when requested.
Access from Any Extension for All Users
To use this facility a short code must be created.
For example:
•
Short Code: *98
•
Telephone Number: ?Anonymous (note no quote marks)
•
Line Group ID: 0
•
Feature: VoicemailCollect
Any user can now dial *98 from any extension. They will be prompted for their mailbox number
(extension number) and Voicemail Code.
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Access from Any Extension for a Specific User
To use this facility a short code must be created.
For example:
•
Short Code: *90
•
Telephone Number: "?Extn201" (include quote marks)
•
Line Group ID: 0
•
Feature: VoicemailCollect
The user ('Extn201' in this example) can now dial *90 from any extension and then enter their Voicemail
Code to access their voicemail messages.
Access from a Trusted Extension
If a user regularly accesses their voicemail messages from another extension, this extension number
can be set up as a "trusted location". (Not supported by Voicemail Pro using Intuity Mailbox mode)
For example in the Source Numbers tab of the User's form for extension 214, add an entry V204. Now
when the user, Extn214, dials *90 from extension 204 they will not be prompted for their Voicemail Code.
Accessing Voicemail from an External Location
If users wish to access their Voicemail messages when away from the office an Incoming Call Route can
be used for this facility. The Incoming Call Route must be set up with the destination as Voicemail.
Direct Access from a Trusted External Location
If a user regularly accesses their mailbox from the same external location, that number can be set up as
a "trusted location" (Not supported by Voicemail Pro using Intuity Mailbox mode). In the Source
Numbers tab of the User form in the Manager program add an entry V followed by the telephone
number, e.g. V01923 383838.
When the user dials the number set up as the Incoming Call Route to Voicemail from the "trusted
location", they will not be prompted for their mailbox number or Voicemail Code. See User Source
Number Configuration.
•
Note: This requires that the incoming call provides a matching CLI.
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Accessing Voicemail Remotely
Voicemail Pro Callback (Outcalling)
Voicemail callback is a service whereby the Voicemail Pro will call a specific number whenever the user
receives a new voicemail message.
To use this service requires configuration of a callback start point on the Voicemail Pro and entry of a
callback number through IP Office Manager.
1. Setting Up the Callback Call Flow
The call flow we have created below is a very simple example. In practice we could also include a menu
that allows the user access to other features. For example access to a Play Configuration Menu action
would allow the user to remotely change various mailbox settings including their callback number, see
Using a Play Configuration Menu Action.
1. Under
Specific Start Points, right-click on
Users and select Add.
2. In the Name field enter the user's mailbox name. Select the Callback entry point and select OK.
3. Within
select
Callback.
4. Add a
Get Mail action and under the Specific tab, in Mailbox enter the user's name again or
extension number.
•
IMPORTANT
Record an entry prompt for the first action in the callback call flow. Experience with
connection to some cell phone systems has revealed that this entry prompt may need to
be up to 20 seconds in length.
5. Connect the
6.
Start Point and the
Get Mail action.
Save and make live.
The Default Callback Start Point
In the example above we created a callback call flow for the individual users. The Default Callback start
point can be used to create a default callback call flow for all users.
If the Default Callback start point is used, it must be designed so that users have to indicate which
mailbox they are accessing. In the simple call flow used above, this can be done by entering ? in the
Mailbox field of the Get Mail action.
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2. Setting the User's Callback Number
The callback number is initially set through IP Office Manager.
1. In Manager, click on
2. Click on
to receive the system's configuration.
User to display a list of existing users.
3. Double-click on the user for whom callback is being setup.
4. Select the Voicemail tab.
•
In Voicemail Code enter a pin code and confirm this in Confirm Voicemail Code.
5. Select the Source Numbers tab. Right-click and select add to add a new number.
•
Callback Number
Enter P followed by the destination telephone number. If you system requires an external
dialing then that prefix must be included, for example P901923555456. If connecting to a
cell phone or pager system that expects digits in separate sets, use , (comma) characters
to add pauses to the telephone number dialing.
•
Trusted Source
If calls from the callback number include ICLID, you can set that number as a trusted
source. In that case no request for the user's voicemail code is made following the
callback. Enter V followed by the CLI displayed on calls from the callback number, for
example V01923555456.
6. Click on OK.
7. Click on
to send the configuration back to the IP Office. If the only changes made were to user
settings, select Merge Config.
Using a Play Configuration Menu Action
The callback call flow below is more advanced than the previous example. It allows the user to check
messages, transfer themselves to another extension and to alter several aspects of their mailbox
configuration.
Play Configuration Menu action. This action allows the
Of main interest to a callback user is the
remote user to alter their extensions forwarding and voicemail operation. Option 9 in the menu played to
the caller allows them to change the callback number.
To exit a Get Mail or Play Configuration Menu action and follow the call flow to the next action, the
user should press 0 (not supported for Get Mail in Intuity mode).
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Hunt Groups
Hunt Group Voicemail
Voicemail provides a number of services for hunt group.
•
•
Queuing & Out of Hours Greetings
If the hunt group is using queuing or is in out-of-hours mode, the voicemail server provides
appropriate greetings to callers. These greetings can be altered through the normal mailbox
controls.
•
Voicemail Pro allows the actions available to a queued caller to be customized in addition
to the greetings.
•
Note that the Voicemail Pro does not control the queuing of calls. That is performed by
the IP Office switch which presents queued and still queued calls at the appropriate times
and provides the queue position and ETA data.
Messaging
If voicemail for a hunt group is on (the IP Office default) calls to the hunt group are automatically
routed to voicemail if all available extensions have been rung for the number of seconds defined
in the IP Office's No Answer Time parameter (default 15 seconds).
IMPORTANT: Access to Hunt Group Messages
By default there is no indication when a hunt group mailbox contains messages and no direct access
method to a hunt group's mailbox.
•
For message indication, a user with an appropriate H source number entry must be setup. See
Displaying and Accessing Hunt Group Messages.
•
For access by other users an access short code can be used. See Accessing Hunt Group
Voicemail Using a Short Code.
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Displaying and Accessing Hunt Group Messages
By default no indication of new hunt group messages is provided. To provide an user with indication, a
H<group name> entry must be added to their Source Numbers tab in the IP Office's configuration.
The H<group name> entry provides the user with the following:
•
Message Waiting Lamp:
The user's message waiting lamp will be lit on supported phones.
•
Phone Manager:
If the user uses Phone Manager, the group name and number of new messages appears in the
Messages tab. This can be clicked to access the group's mailbox.
•
Display Phone Indication & Access:
•
2030, 2050 and 20CC Phones:
On 2030, 2050 or 20CC phones, pressing zVOICE will display the group name and
number of new messages. Press the z display key next to the group name to access the
hunt group mailbox.
•
4400, 4600 and 6400 Series Phones:
button, press Menu
| Menu
| Msgs | Voice. The
On phones with a Menu
group name is shown along with the number of new messages. Press the display button
to access the group mailbox.
•
Voicemail Ringback:
If the user has voicemail ringback enabled, ringback will occur for new group messages as well
as new personal messages. Note: Ringback for personal messages will take place before any
ringback for new group messages.
•
Voicemail Code:
If the user is not a member of the hunt group, a voicemail code is also required. This is entered
through the Voicemail Code field on the Hunt Group | Voicemail tab in the IP Office's
configuration.
•
Alternatively the user can be made and member or the group but have their membership
set to disabled. This allows them to access the group's mailbox without receiving group
calls.
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Hunt Groups
Accessing Hunt Group Voicemail Using a Short Code
To access messages for a Hunt Group, a short code can be created:
For example:
•
Short Code: *99
•
Telephone Number: "?Sales" (include quote marks)
•
Line Group ID: 0
•
Feature: VoicemailCollect
Members of the Sales hunt group can now dial *99 from their own extensions to access hunt group
messages.
To use this short code for access from an extension that is not a member of the hunt group, a Voicemail
Code should be configured for the group.
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Hunt Group Configuration
The following options can be configured via the Voicemail tab of the Hunt Group form in Manager.
•
Voicemail Code: Default = Blank
A security code (1 to 15 digits) used by the Voicemail Server. This is required by users retrieving
messages for this hunt group remotely; i.e. from an extension that is not a member of the hunt
group or from an external telephone.
•
Confirm Password:
The Voicemail Code must be retyped to ensure that it has been entered correctly.
•
Voicemail Email: Default = Blank
This address can be used to provide email notification of new messages, see Voicemail Email
Integration.
•
Voicemail On: Default = On
Each Hunt Group can use Voicemail to collect group related messages. Use this option to turn
this feature on or off.
•
Voicemail Help: Default = Off
When retrieving Voicemail messages users can be given a recorded message helping them to
use the Voicemail facility - "For help at any time press 8." This option will turn this facility on or
off.
•
Voicemail Email mode: Default = Off
If a Voicemail Email address has been entered above, select one of the following modes:
•
Off: Voicemail messages or notifications are not automatically sent.
•
Copy: A copy of the message is sent to the email account.
•
Forward: Voicemail messages are sent to the email account and deleted from the
Voicemail server.
•
Alert: Notification that a new Voicemail message has been received is sent to the email
account.
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Hunt Groups
Out of Hours Operation
Voicemail provides a number of greetings for groups. One of these is an Out of Hours Greeting.
Through Manager or using short code a hunt group can be taken in or out of service. When the group is
Out of Service, callers are played the group's "Out of Hours" greeting and can then leave a message.
•
Note: Alternatively if an Out of Service Fallback Group has been configured then callers are
passed to that group.
Similarly a group can be taken in or out of Night Service by using Manager, short codes or an associated
time profile. When the group is in Night Service, callers are played the group's "Out of Hours" greeting
and can then leave a message.
•
Note: Alternatively if an Out of Hours Fallback Group has been configured then callers are
passed to that group.
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Hunt Group Queuing
If enabled, a call will be held in a queue when all available extensions in the Hunt Group are busy.
The Queue Ring Time defines the number of seconds the caller will hear the ringing tone before being
played the "You are in a queue greeting". The caller will then be placed on hold for 20 seconds and then
played the "You are still in a queue greeting". Again the caller is on hold for a further 20 seconds and
then played the still queued message again. This sequence is repeated until the call is put through to the
first available extension.
This is the default queuing sequence used for Voicemail Lite and Voicemail Pro. Using Voicemail Pro
you can define custom actions and prompts for the queuing sequence. See Using Queued and Still
Queued Start Points.
•
Queuing On
: Default = On
If selected (default) queuing will be available for this Hunt Group.
•
Queuing Limit: Default = Blank
This feature sets the number of calls that will be held in the queue at any one time.
If this number is exceeded the caller will receive the busy tone or be passed to
voicemail.
•
Queue Ring Time: Default = 10 seconds
This facility defines the time (in seconds) before the caller is placed in the queue.
An additional option in the Hunt Group tab controls the interaction of queuing and the hunt group's
overflow group.
•
Overflow Time: The Overflow Time will allow the use of both the queuing and overflow facilities.
This feature defines the time (in seconds) the caller will be held in the queue before being passed
to the Overflow Group. If all extensions in the Overflow Group are also busy the caller will be
returned to the queue. If an Overflow Time is not specified calls will be passed directly to the
Overflow Group and the queuing facility will not be used.
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Hunt Groups
Customizing Queuing
With Voicemail Pro, the greetings and actions provided to a caller held in a group's queue can be
customized using the Queued and Still Queued start points for that group.
•
The Queued start point replaces the default "You are in a queue" greeting.
•
The Still Queued start point replaces the default "You are still in a queue" greeting.
The Voicemail Pro allows for customization of queuing operation through the use of Queued and Still
Queued start points, either specific to a particular hunt group or default for all groups.
Queue ETA and Queue Position actions can be used to provide callers with queue
The
information and then place them back in the queue. Within a Queue or Still Queued start points call
flow, the default action for any unlinked results is to place the caller back in to the queue rather than
disconnect the caller.
Menu action to let the caller select, for
Further customization can be applied using actions such as a
example, to leave a message, be transferred to another number or return to the queue.
This job aid looks at two Voicemail Pro variables, $ETA and $POS, which can be used to further
customize the Queued and Still Queued call flows.
•
$ETA: Queued Callers Estimated Time to Answer
If used in a prompt list, will speak the callers ETA, eg. "Your estimated time to answer is 5
minutes." If used elsewhere, such as in a condition, returns the ETA in minutes as a numeric
value.
•
$POS: Queued Callers Queue Position
If used in a prompt list, will speak the caller's queue position, eg. "Your are in queue position 2." If
used elsewhere, such as in a condition, returns the caller's queue position as a numeric value.
The importance of these two variables is that, instead of or in addition to customizing the queue call flow
for all queued callers, you can customize the actions for callers whose ETA or position match selected
criteria.
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Example Call Flow Using $POS
The screen shot below shows a Queued call flow which uses a condition to test the value of $POS for
the queued caller.
•
When the caller is in queue positions 1 to 4, they are passed to a Queue Position action and
hear their queue position before returning to the queue.
•
When the caller is queue position 5, they are asked to leave a message.
•
As alternates to a Leave Mail action, the caller could be taken through a Voice Question or
Campaign action to collect required information and saving the caller's responses as a message.
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Using the Voicemail Pro Client
Overview of Voicemail Pro
This section details using the Voicemail Pro client to customize the operation of the Voicemail Pro sever.
•
Default Operation
The default operation for Voicemail Mail Pro is to provide voicemail for all users and hunt groups
and so essentially emulate Voicemail Lite operation.
•
Customized Operation
Voicemail Pro is used to program alternative actions for those users and hunt groups who require
facilities differing from those provided by a standard mailbox. It can also be used to program a
series of voicemail actions triggered by the dialing of a short code.
Relevant Sections:
•
Using Voicemail Pro
Covers general usage of the Voicemail Pro client.
•
Voicemail Pro Actions
Covers the individual actions that can be used within a Voicemail Pro call flow. See Voicemail
Pro Actions.
•
Voicemail Pro Modules
Covers how pre-programmed sequences of actions can be used to simplify Voicemail Pro
programming. See Voicemail Pro Modules.
•
Conditions Editor
Covers the Conditions Editor which allows voicemail operation to alter according to factors such
as time, date, day, etc. See Conditions Editor.
•
Voicemail Pro Campaigns
Covers the creation and operation of Voicemail Pro Campaigns. See Voicemail Pro Campaigns.
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The Voicemail Pro Screen
Voicemail Pro Client is a windows interface used to program the Voicemail Pro Server.
•
The title bar indicates which telephony interface is being used e.g. IP Office or Intuity. To change
the interface see General Preferences.
•
The toolbar across the top of the screen provides access to a range of icons. See Toolbar Icons.
•
The top left-hand panel contains an expandable/contractible list of customizable voicemail start
points. See Start Points.
•
The bottom left-hand panel contains a library of voicemail modules. See Voicemail Pro Modules.
•
The right-hand panel contains information relevant to whatever is currently selected in either of
the left-hand panels.
Starting Voicemail Pro
1. From the Start menu, select Programs.
2. Select IP Office
3. Select Voicemail Pro.
4. When Voicemail Pro is started, it loads the call flow database file Vmdata.mdb.
Save & Make Live. This saves the
5. Once this file has been edited in any way, click on
database and also compiles it into a Root.vmp file which is used by the Voicemail Pro server.
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Using the Voicemail Pro Client
Toolbar Icons
The Voicemail Pro screen provides the following icons. Note that these may be grayed out according to
which area of the Voicemail pro screen is currently active.
•
Save as: See Saving and Making Live.
•
Save & Make Live: See Saving and Making Live.
•
•
•
Cut: Removes currently highlighted text and copies it to the Windows clipboard.
Copy: Copies currently highlighted text to the Windows clipboard.
Paste: Pastes the contents of the Windows clipboard to the current cursor position if
appropriate.
•
Add Start Point: See Adding a Start Point.
•
Edit Start Point: See Editing a Start Point.
•
Delete Start Point: See Deleting a Start Point.
•
Preferences: See System Preferences.
•
User Defined Variables: See User Defined Variables.
•
Conditions Editor: See Conditions.
•
Campaigns: See Introduction to Campaigns.
•
Connection: See Connections.
•
Basic Actions.
•
Mailbox Actions.
•
Configuration Actions.
•
Telephony Actions.
•
Miscellaneous Actions.
•
Condition Actions.
•
Database Actions.
•
Queue Actions.
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Start Points
Voicemail Pro consists of a number of start points. When the Voicemail Server receives a call, it looks for
a matching start point and if it finds one it then provides a series of actions linked to that start point. If no
match is found then it provides standard voicemail functions to the call.
The left-hand panel contains an expandable and collapsible list of start points. These can be start points
for individual users, hunt groups, short codes and defaults start points.
•
Specific Start Points: This folder contains the start points for users, groups and short codes.
•
Users:
This folder contains start points setup for individual users.
•
This is a user who has one or more start points configured. It can be expanded
to show the different start points.
•
Collect: Used when the user rings voicemail.
•
Leave: Used for calls to the user that are redirected to voicemail
•
•
Groups:
This folder contains start points setup for hunt groups.
•
This is a group that has one or more start points configured. It can be
expanded to show the different start points.
•
Collect: Used when someone accesses the group's mailbox.
•
Leave: Used when calls to the hunt group are redirected to voicemail.
•
•
Callback: Used when voicemail rings a user to inform them of
messages in the user's mailbox, see Callback (Outcalling).
Queued & Still Queued: Used when calls to the group are queued.
See Voicemail Pro Queuing.
Short Codes: This folder contains any start points setup for particular short codes.
•
An individual short code on the IP Office. Note that this requires a matching
special Short Code to be setup in Manager, see Short Code Start Points.
•
Default Start Points:
Rather than set up individual start points for every user and group, you can also program actions
against the default start points. These will then be used for all calls received by the Voicemail
Server that don't match a specific start point. See Default Start Points.
•
Modules:
Modules are reusable sets of actions. They allow you to create a sequence of actions that you
can then use within any other start point's call flow. Any changes to the module will affect all the
start points using that module. This simplifies the programming of actions if a number of start
points use the same sequence of actions. Using modules also reduces the size of the call flow.
See Voicemail Pro Modules.
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Using the Voicemail Pro Client
Adding a Start Point
1. Either click Users, Groups or Short Codes and then
Groups or Short Codes and select Add.
, or right-click the mouse on Users,
2. Select the name that matches the user or group on the telephone system or enter the short code
(see additional short code note below).
3. For users and groups select the types of start points required.
Short Code Start Points
Short code start points require the Telephone Number entry of the matching short code in the Manager
application to be set up in a particular way.
For example, if a Start Point for short code *88 is setup, the settings for short code *88 in the Manager
application must be as follows:
•
Short Code: *88
•
Telephone Number: "#Short Codes.*88" (include quote marks)
•
Feature: VoicemailCollect
The above will allow internal callers to access the start point. To allow external callers access, an
Incoming Call Route should be setup with the destination *88.
Editing a Start Point
1. In the left-hand panel, either select the start point to edit and click
and select Edit.
or right-click the start point
2. You can now change the types of start points.
•
Note: Deselecting an existing start point will delete all actions associated with it.
Deleting a Start Point
1. In the left-hand panel, either select the start point to delete and click
point and then select Delete.
or right-click the start
Renaming a User, Group or Short Code
1. In the left-hand panel, right-click the user, group or short code and select Rename.
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Default Start Points
The default start points can be used to create a sequence of actions that will be applied to all suitable
calls unless a specific start point exists.
•
Collect:
Used when a caller attempts to access a mailbox.
•
Leave:
Used when a caller is redirected to voicemail.
•
Callback:
Used when the voicemail calls a user to inform them about messages in a mailbox. See Callback
(Outcalling).
•
Queued & Still Queued:
Used for callers queuing for a hunt group. See Voicemail Pro Queuing.
When a default start point is used, the following actions can attempt to recognize who the presumed user
is (the internal user calling or being called) and access the matching mailbox for that user (unless the
action specifies another mailbox):
•
Get Mail Action
•
Leave Mail Action
•
Play Configuration Menu
•
Listen Action
•
Record Name Action
•
Edit Play List Action
The following actions will automatically recognize who the presumed user is and then use that user's
Voicemail Reception settings (unless the action specifies another mailbox):
•
Transfer Action
•
Assisted Transfer Action
•
Whisper Action
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Using the Voicemail Pro Client
Actions
Once a start point has been created, you can add actions to it and create connections between the
actions. The sequence of actions associated with a start point is shown in the right-hand panel when you
click the start point.
•
Results & Connections:
Each action can have a number of results (true, false, no answer, busy). The types of results
depend of the type of action, most actions having just a 'Next' result. Each result can be used as
a connection point to another action, see Connections.
•
Modules:
A set of actions and connections can be combined and reused as a module, see Voicemail Pro
Modules.
•
Available Actions:
For a list of actions and their function see Voicemail Pro Actions.
Adding an Action
1. Select the start point to which you want to add an action and then click the right-hand panel.
2. Either:
•
From the menu bar select Action, then the action type required and then the action
required.
•
From the toolbar, click the icon for the action type required and then on the action
required.
3. The cursor changes to show that you have selected an action to add.
4. Click the point in the right-hand panel where you want the action added.
5. You can now edit the action and add connections to the action.
Editing an Action
1. Double-click the action in the right-hand panel or right-click it and select Properties.
2. The action's properties appear as a number of tabs. See Standard Action Tabs.
Deleting an Action
1. Click the action to delete.
2. Either select Edit and then Delete or right-click and then select Delete.
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Connections
To use the actions added to a start point they must be connected. The sequence of the connections
determines how the call is routed through voicemail.
Each action can have a number of results (True, False, No Answer, Busy). The types of results depend
of the type of action. For each result, a connection can be added.
•
Most actions only have a Next result, i.e. a single connection to the next action.
•
Other actions may have two results, for example True or False. Each of these results represents
a connection point for different following actions.
•
Some actions may have multiple results. For example the Assisted Transfer action has results for
Next, No Answer and Busy. Each of these results represents a connection point for different
following actions.
•
If a result occurs, for which no connection to a following action has been set, either the call is
disconnected or, if it came from a hunt group queue, it is transferred back to the queue.
•
Within modules, all connections should end in another action or in a Module Return action.
Adding a Connection
1. Click the icon. Click and drag the cursor from action's result that triggers the connection to the
action that should follow the connection.
Deleting a Connection
•
Note: Deleting an action will also delete any connections attached to that action.
1. Click the connection to delete. It should display as red.
2. Either select Edit and then Delete or right-click and then select Delete.
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Using the Voicemail Pro Client
Saving and Making Live
The settings edited by Voicemail Pro are stored in a database file (Vmdata.mdb). In order to be used by
the Voicemail Server they must be saved as a Root.vmp in the voicemail server folder.
•
Save as:
Saves the database as a .vmp file with the name you specify. That file can then be copied to
other systems.
•
Save & Make Live:
Saves the settings as Root.vmp in the voicemail server folder. The folder location is set through
Preferences, see Voicemail System Preferences.
Importing and Exporting
The File | Import or Export command allows you to import or export of all the Voicemail Pro settings or
just individual modules.
This process involves two types of file. A database file (.mdb) contains a full set of Voicemail Pro
settings. A module file (.mod) contains one or several modules.
When exporting modules to a module file, you will be prompted to select which modules to export.
Similarly when importing modules from a module file you are prompted for which modules to import.
Note that if a module of the same name already exists it is overwritten.
When importing a database file, the existing database is overwritten. However a backup copy of is saved
in the folder DB Backup.
•
Note: Importing and exporting does not include prompts. These must be moved as separate
items or re-recorded.
Including Other Files
In some special circumstances it may be necessary to include the settings of a existing .vmp file into the
Voicemail Pro settings. This is done using the File | Include option. After changing the included file
settings ensure that you select Update.
•
Note: If included files are used, the Voicemail Pro database contains only a pointer to the name
and location of the files and not the actual files. Therefore the included file should not be moved
or renamed. We strongly recommend that any file to be included is placed in the same folder as
Root.vmp before being included.
Viewing As Text
The File | View as Text option display the Voicemail Pro Modules and Start Points as a text file. This
may be necessary for support calls and diagnostics.
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System Preferences
System Preferences
Preferences can be set for the system. To set the preferences:
•
Click the preferences
•
From the Administration menu, select Preferences and then choose General or VPNM.
icon or
System Preferences: General
•
Default Telephony Interface
Controls how the mailbox access appears to users. Can be switched between IP Office and
Intuity. See Telephony Operation Mode.
•
Voicemail Password
If set, this must match the Voicemail Password configured on the IP Office. See System
Configuration.
•
System Fax Number
Supported in Intuity mode only. If a number is set here, fax tone detection is enabled for all
mailboxes. When incoming fax tone is detected, the call will be transferred to the number set
here unless the mailbox user has set their own personal fax number. See Voicemail Pro Fax
Operation
•
Max. Message Time
Sets the maximum length in seconds of any messages/recordings taken by the Voicemail Pro. 1
minute equals approximately 1MB of disk space.
•
Play Advice on Call Recording
Used with recording calls. When enabled, this feature plays a message to callers advising them
that their call is being recorded.
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Using the Voicemail Pro Client
System Preferences: Directories
This tab is used to indicate where various folders used are located.
•
Voicemail Server Directory
Indicates the location of the voicemail server program. This is the folder to which the file
Root.vmp is saved when the Save & Make Live command is used.
•
Voicemail Server Speech Directory
Indicates the location of the folders containing the libraries of speech prompts.
•
Remote Campaign Directory
Use this field to browse for the directory in which campaign files should be stored.
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MAPI System Preferences.
This tab allows the selection of either MAPI or SMTP operation for the sending of emails. Emails
services are used for voicemail email, IMS and email text to speech. Therefore the settings here should
not be adjusted without first confirming that all other steps appropriate to which ever of those service is
being used have been followed.
•
MAPI Profile
Allows the voicemail server to sign on to MAPI using a particular profile name if necessary.
•
MAPI Password
This is the password for the profile specified above.
•
Use Email Protocol
Allows the selection of SMTP (send voicemail email alerts only) or MAPI (voicemail email, email
TTS). Requires further email configuration and setup, [see].
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Using the Voicemail Pro Client
System Preferences: Housekeeping
Housekeeping is used to automatically deletion different types of messages after a set period. The
default settings are shown below. The system initiates housekeeping after any two hour period of no call
activity. See Automatic Message Deletion - Housekeeping.
All the settings can be changed to suit the users preferences.
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VPNM Preferences
This option will only be active if VPNM was selected during installation and is licensed. VPNM servers
can be added and then users added to the servers.
•
•
VPNM Server Section.
•
To Add a server click on the Add button. Enter the server name and the two digit Access
prefix. Click OK.
•
To Delete a server select the server in the listing and then click on the Delete button.
When a server is removed all the users associated with the server are also deleted.
Users for VPNM Servers Section.
•
To Add a user for a server select the VPIM server then click on the Add button. A form
will appear. The user's full name, local extension number, remote extension number and
full telephone number MUST be completed before the user can be added.
•
To Modify a user select the user then click the Modify button. You are only able to
change the user's full name, the local extension number and the full telephone number.
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Using the Voicemail Pro Client
User Defined Variables
Pressing F8 or clicking on the
icon display the User Defined Variables menu.
You can create user variables, the value of which can be set using a
a call flow.
The options presented to a caller can also be branched using a
the current value of the variable
Set User Variable action within
Test User Variable action to check
Example:
•
Using the User Defined Variables menu, create a variable called reception.
•
Create a short code start point that connects to a Set User Variable action that sets the variable
reception to open. Create another short code start point to set reception to closed. Create the
matching short codes on the telephone system.
•
For calls using another start point, you can now use the Test User Variable action to test
whether the value of reception is open. The action has true and false results which you can link
to the appropriate following actions, for example transferring calls to the reception desk or to a
mailbox.
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System Variables
A number of system variables exist which can be used to perform tasks. For example, $NAM can be
used to speak the user's name within an actions entry prompt. System variables can also be checked by
Compare element in a condition and thus branch the call flow according to the variables value.
•
$CLI
Holds the CLI of the caller if available.
•
$CP
The 16 variables $CP0 to $CP15 are used to store values (call parameters) for the duration of a
call. Values can be written into these variable the Generic action command CPx:<value> where
x is 0 to 15 and <value> is the value to be stored.
•
$DBD
A set of 6 system variables $DBD[0] to $DBD[5]. These represent the fields of the currently
selected database record in a call flow where database actions are being used.
•
$ETA
Holds the expected time to answer in minutes for a queued caller. Can be used to speak the
value as a prompt or to test the value in a condition. Only available when using Queued and Still
Queued start points. See $POS below.
•
$KEY
Holds the last DTMF key series entered. See Example Call Flow: SelfSelect Module.
•
$LOC
Holds the current locale setting of the IP Office system or the user if different. See Switching
Custom Prompts - Using $LOC.
•
$NAM
Holds the name of the mailbox user (blank for short codes).
•
$RES
Holds the value of the result of the previous action. For example when a call flow has been
branched by an action that has True and False results, on one branch the value of $RES is
"True", on the other "False".
•
$POS
Holds the position of a queued caller. Can be used to speak the position as a prompt or test the
value in a condition. Only available when using Queued and Still Queued start points. See
Example Call flow Using $POS.
•
$SAV
Holds the last saved result. This can be entered using the following entry in a Generic action,
Save:<value>, for example Save:$KEY or Save:1234.
•
$UUI
Available when a recording is triggered by auto-recording. Hold the user name, hunt group name
or account code that triggered the auto-recording process.
•
$VAR
A general variable which can hold amongst other things DTMF key sequences.
Using Variables
•
Speaking Variables to Callers
System variables can be entered in the place of wav file name in the Wav Editor. The value of the
system variable will then be spoken. This applies to $NAM, $POS and $ETA in queuing call flows
and to any variable that contains numeric values. Numbers are spoken as a series of single
digits, for example 123 is spoken as "one two three". To speak 123 as "one hundred and twentythree" requires TTS to be installed and a Speak Text action used.
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Wave Editor
The Wave Editor is used by Voicemail Pro to select, record and play prompts. It can be used to select
existing prompts or to record new prompts.
From any Entry Prompt tab you can:
Record a new prompt:
1. Select the media device to use, either Telephony Handset or PC Multimedia. If Telephony
Handset is selected, enter the extension of the telephone to be used.
2. Enter a file name for the recording.
record button to record the message.
3. Click the
If the media type selected is Telephony Handset, the telephone extension will ring. When the
handset is picked up a message will be heard saying Record at the tone.
stop button when finished.
4. Speak the message, click
5. To listen to the recording press the
play button. If there is no Media device attached, the
recorded message will be heard from the telephone extension.
Select a prompt:
Enter the name of the prompt or use the
button to browse to the required file. Useful files are:
•
en\MC_00 - Plays a bleep.
•
en\MC_01 - Plays 1 second of silence.
•
Entering 1234.wav will play "one two three four" (unless a file called 1234.wav has been
recorded).
Using system variables:
Some system variable can be played as prompts. For example,
•
$NAM - Plays the user name.
•
$CLI - Speaks the caller's CLI.
•
$RES - Plays the current result if it is a .wav file.
•
$VAR - Plays the variable as a list of digits.
The format used by Voicemail Pro is WAV file, mono, 8117 samples per second, 16 bits per sample.
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Voicemail Pro Actions
Overview of Actions
Once a Start point has been added, it can be linked to an action. Each action can have one or several
results, depending on the type of action, and each result can be linked to a subsequent action. In this
way you can build up a call flow.
Double-clicking an action displays its properties as a series of tabbed menus. Many actions share the
same standard tabs (General, Entry Prompts, Reporting and Results) but each usually also has a
Specific tab that contains options unique to that Action's function.
•
Using Modules
Modules are reusable sets of actions. They allow you to create a sequence of actions that you
can then use within any other start point's call flow. Changes to the module will affect all start
points using that module. This simplifies the programming if a number of start points need the
same sequence of actions.
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Available Actions
The available actions are:
•
•
Start Point Action - The first action in any sequence.
Module Action - An inserted module of actions.
Basic Actions
These actions are chiefly used to control the routing of a call between actions.
•
•
Generic Action - Direct entry of text commands.
Speak Text Action - Allows text to entered and then played to the caller. Requires TTS to be
installed and licensed.
•
Menu Action - Branch according to touch tone selection.
•
Goto Action - Go to another start point.
•
Disconnect Action - Disconnect the call.
•
Home Action - Return to the start point.
•
Module Return Action - Return to the start of a module.
Mailbox Actions
These actions relate to the leaving and collecting of messages from a mailbox.
•
Get Mail Action - Collect messages in a mailbox.
•
Leave Mail Action - Leave message in a mailbox.
•
Listen Action - Record to a mailbox.
•
Voice Question Action - Record response to a prompt.
•
Campaign Action - Access a campaign to read or leave messages.
Configuration Actions
These actions allow the caller to alter the settings of a user or hunt group mailbox.
•
Edit Play List Action - Re-record a prompt.
•
Record Name Action - Re-record a mailbox name.
•
Play Configuration Menu Action - Alter user or group settings.
•
Select System Prompt Language Action - Alter prompt language.
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Voicemail Pro Actions
Telephony Actions
These actions relate to telephony functions such as call transfers.
•
CLI Routing Action - Route on a CLI match.
•
Route Incoming Call Action
•
Route by Call Status
•
Transfer Action - A blind transfer.
•
Whisper Action - Screened transfer.
•
Call List Action - Transfer to a user selected choice.
•
Dial by Name Action - Select user/group by keypad letters.
•
Conferencing Center
•
Assisted Transfer Action - A non-blind transfer.
•
Alphanumeric Action
Miscellaneous Actions
•
eMail Action - Email a recording.
•
Open Door Action - Open and/or close a door relay.
•
Alarm Set Action - Set an alarm call time.
•
Clock Action - Play the time to the caller.
•
Post Dial Action - Play a recording to an extension.
•
VB Script Action
Condition Actions
These actions are used to create branches in the call routing according to whether a value is true or
false.
•
Test Condition Action - Test whether a condition is true or false.
•
Set User Variable Action - Set a variable to a particular value.
•
Test User Variable Action - Test the value of a variable.
•
Check Digits Action - Check if user dialing matches set digits.
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Database Actions
These actions relate to retrieving and adding data to a database. The use of databases with Voicemail
Pro requires entry of an appropriate IP Office license key.
•
Database Open Action- Open a database.
•
Database Execute Action - Perform an action on a database.
•
Database Get Data Action - Get information from a database.
•
Database Close Action - Close a database.
Queue Actions
These actions are associated with hunt group queues and so are not available to user and short code
start points.
•
•
Queue ETA Action - Speak the caller's expected time to answer.
Queue Position Action - Speak the caller's queue position.
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Voicemail Pro Actions
Action Tabs
General Tab
The General tab provides the following options:
•
Token Name:
The name to display within the sequence of actions.
•
Description:
Use this field to enter a brief description or notes about why the action is being used or other
information that may be needed.
•
Pin:
Each action can be protected by a PIN number entered here.
•
The PIN number can be the voicemail code of the presumed user. To do this enter a $
symbol. For example, entering $ would force the caller to dial their voicemail code,
entering 104$ would force the caller to dial 104 followed by their voicemail code.
Entry Prompts Tab
The Entry Prompts tab allows you to create a message that will be played to the caller when they reach
this action. The message can consist of several prompts.
•
Add Prompt:
Add a prompt to the play list. The dialogue that appears allows the selection of an existing prompt
or the ability to specify a new file name and then record the new prompt. See Wave Editor.
•
Edit Prompt:
Edit the details of the currently highlighted prompt.
•
Delete Prompt:
Delete the currently highlighted prompt from the play list (the actual prompt file is not deleted).
•
Move Prompt:
Move the position of the currently highlighted prompt in the play list.
•
Allow prompts to be interrupted by Tones:
Allow the caller to press tone keys to make selections during the playing of the actions entry
prompts.
Specific Tab
The contents of this tab vary according to the type of action. In some cases this tab may have a different
name, for example Touch Tones for the Menu action.
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Reporting Tab
The Reporting tab provides information that is then used to classify the call details within the reports
produced by the CCC products (a separate product from Voicemail Pro).
•
Flag the current call has been answered by Voice Mail:
The system user may not want the CCC to report a call as answered until it has reached a certain
action within the sequence of actions. For example, to not regard a call as answered until the
caller has left a message, made a selection from a menu or has been transferred to a user or
group.
•
Request to call back the current caller:
If this option is selected, the CCC will keep a record of the caller's CLI if provided. This is then
used within the CCC product to arrange a callback call by an agent.
•
Send reporting information:
If selected, this option allows various bits of information to be associated with the call. The
information is set in the Group name, Topic and Annotation fields. The CCC product uses that
information within its call reports.
Results Tab
This tab shows the results available from an action. For the majority of actions the results are fixed and
appear grayed out, i.e. they cannot be changed.
For some actions the results are variable.
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Voicemail Pro Actions
Basic Actions
Generic Action
This action can be used to simply play a prompt to the caller through its Entry Prompts tab.
For details of the default tabs see Standard Action Tabs.
This action can be used to enter custom commands for the voicemail server. This should only be done
under direct guidance from Avaya.
Speak Text Action
This action allows any text to be spoken to the caller. Use of the Speak Text action requires TTS
(Text to Speech) to be installed and licensed, see Text to Speech.
Specific Tab
•
Text to Speak:
Enter the text to be spoken.
•
The text can include System Variables such as $CLI and variables obtained by database
actions such as $DBD[1].
•
The text can include SAPI XML tags to modify how it is spoken, see TTS SAPI Controls.
Menu Action
This action allows you to specify DTMF tones for which you want to create connections to following
actions.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Touch Tones:
Use the check boxes to indicate the DTMF tones for which connections are required. Note that
each Menu Action supports a maximum of 15 branch options.
•
Add a Sequence of Tones:
You can add a sequence of tones to the menu. If a sequence is added, ensure that the
associated tick box is ticked before selecting OK. Note that the sequence must be unique, is 5 is
selected then no other sequence beginning with 5 can be used.
•
•
? = Any Digit:
The ? character can be used to represent any digit (except * and #). For example 123???
can be used for any six digit string starting with 123. See Example Call Flow: SelfSelect
Module.
•
$ = Any Sequence of Digits:
The $ character can be used to match any sequence of digits for which there is no other
match. Key press entry is ended either by the caller pressing # or 5 seconds after the last
digit dialed.
•
F = For Fax Calls
The F letter can be used to automatically detect any incoming fax calls. Once detected
the calls can be routed to another number. See Routing Fax Calls Using a Menu Action.
Wait for a key press for up to:
This option can be used to perform a timeout action if no suitable key match is entered.
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Goto Action
Takes the caller to another start point. Note: Though you can connect this action to a following action,
the connection will not be used.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Please Select a node to go to:
to browse for the start point. You can also browse the available call variables. You can
Click
also type the name of the start point directly.
•
For short codes the browse method does not work. Instead enter "Short Code.xxx"
where xxx is the short code key sequence.
Disconnect Action
This action disconnects the caller.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Home Action
Returns the caller to the start point of the calls entry into voicemail.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
•
General Tab:
The PIN option is not used for this action.
Module Return Action
This action is used within modules only. It creates a connection point from the module to subsequent
actions within any call flow that uses the module. A module can use several Module Return actions if
necessary.
This action has no properties.
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Voicemail Pro Actions
Mailbox Actions
Get Mail Action
Access the messages in the caller's mailbox or a specified mailbox. The caller then has access to the
standard mailbox features setup for that mailbox.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
•
This action has a Next result. However the following conditions apply, based on which mailbox
mode the Voicemail Pro server is using.
•
IP Office mode:
Users who press 0 whilst in their mailbox will be routed to the Next result.
•
Intuity mode:
Users who press *0 whilst in their mailbox will be routed to their Voicemail Reception
number if set. The Next result is not used.
Specific Tab:
•
Caller's mailbox:
The mailbox matching the start point of the call.
•
Mailbox:
Select or enter the name of the target mailbox. If ? is entered, Voicemail will prompt caller's to
enter the mailbox number required.
Leave Mail Action
Allows the caller to leave a message in the start point's mailbox or in a specified mailbox.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
•
The Leave Mail action Success and Failure results. The use of these depend on which mailbox
mode the Voicemail Pro server is using.
•
IP Office mode: Callers in the mailbox follow the Failure or Success results depending
on whether they press 0 before or after leaving a message. This overrides the mailbox
user's Voicemail Reception setting set in the IP Office configuration.
•
Intuity mode: The results cannot be accessed. Callers pressing 0 will always follow the
mailbox user's Voicemail Reception setting set in the IP Office configuration.
Specific Tab:
•
Caller's Mailbox:
The mailbox matching the start point of the call.
•
Mailbox:
Select or enter the name of the target mailbox.
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Listen Action
Allows the caller to leave a message in the start point's mailbox or in a specified mailbox.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Caller's Mailbox:
The mailbox matching the start point of the call.
•
Mailbox:
Select or enter the name of the target mailbox.
Voice Question Action
This action allows you to create a play list where the caller hears a sequence of prompts and their
responses are recorded.
If the play list is completed, a single file containing the recorded responses is created. That file can then
be placed into a specified mailbox or passed to an eMail action.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Add a Prompt:
Add a prompt to the play list. The dialogue that appears allows the selection of an existing prompt
or the ability to specify a new file name and then record the new prompt. See Wave Editor.
•
Record a Response:
Specify the length of the recorded response. The caller also needs to know that they need to
speak after the tone.
•
Edit:
Edit the settings of the currently highlighted item.
•
Delete: Deletes the currently highlighted item from the play list. This does not delete the actual
prompt file.
•
Shuffle:
Move the currently highlighted item within the play list.
•
Send recording to mailbox:
Specifies a mailbox into which the recorded file of responses it placed. If no mailbox is specified
the file can be passed to an eMail Action.
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Voicemail Pro Actions
Campaign Action
This action can be used to either route a caller into a campaign or to allow an agent to access any
messages left for a campaign. See Voicemail Pro Campaigns.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Please select a campaign:
Displays a list of the available campaigns from which a selection can be made.
•
Leave campaign information:
Select if the action should start the campaign to collect the caller's responses.
•
Pick up campaign information:
Select if the action should start playing back the response left by callers to the campaign.
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Configuration Actions
Edit Play List Action
This action allows the caller to record a specified prompt file held on the voicemail server PC. This
allows users to re-record prompts other than those for their own mailbox.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
File path: Specifies which prompt file the action accesses for re-recording.
Record Name Action
This action allows the caller to record the mailbox name of their mailbox or a specified mailbox. See
Adding a Record Name Module.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Caller's mailbox: The mailbox matching the start point of the call.
•
Mailbox: Select or enter the name of the target mailbox.
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Voicemail Pro Actions
Play Configuration Menu Action
This action allows various user or hunt group settings to be altered. Because of the nature of this
action it should always be protected by a PIN code in its General tab. See Using a Play Configuration
Menu Action.
The options given when a caller accesses this action are:
For a user:
For a hunt group:
1. Edit forwarding number.
1. Set voicemail on/off.
2. Edit follow me number.
2. Edit voicemail code.
3. Set call forwarding.
3. Set voicemail email mode.
4. Set voicemail on/off.
4. Set service mode.
5. Set do not disturb.
6. Edit voicemail code.
7. Edit voicemail reception.
8. Set voicemail email mode.
9. Edit voicemail callback number.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Caller's mailbox: The mailbox matching the start point of the call.
•
Mailbox: Select or enter the name of the target mailbox.
Any changes made using this type of action are written to a file called "AuditTrail.txt" on the Voicemail
Server PC. The file includes the time, date, details of the change and the CLI of the caller making the
change.
Select System Prompt Language Action
This action is supported on Voicemail Pro 1.2.6 or higher. It allows the system to alter the language
spoken during a call flow. For an example see Using the Select System Prompt.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Possible system prompts:
List of all prompt languages that could be installed on the system.
•
Installed on the Server:
Displays if the prompts for a particular language are installed on the server. If a language is
selected which is not loaded on the Server, the system will automatically select the most
appropriate language.
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Telephony Actions
CLI Routing Action
This action has two results for which connections to following actions can be made. The results are
True and False, based on whether the caller's CLI matches that specified by the action.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Does the current CLI match the following number:
Enter the required CLI number against which the caller's CLI is checked.
Route Incoming Call Action
This action has two results for which connections to following actions can be made. The results are
Internal or External.
For details of the default tabs see Standard Action Tabs.
Route by Call Status
This action has four results for which connections to following actions can be made. The results are
No Answer, Busy, Out of Hours and Default.
For details of the default tabs see Standard Action Tabs.
Transfer Action
This action transfers the caller to the extension that matches the mailbox selected. This is a blind
transfer; if the call returns to the voicemail server again (for example if unanswered) it will be treated as a
new call.
More advanced transfers are done using either a Call List Action or Assisted Transfer Action.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Mailbox:
Enter or select the target extension or group you want to ring.
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Voicemail Pro Actions
Whisper Action
This action plays a recording to an extension. That extension can then either accept or reject the call.
Normally the recording played is the result of a preceding Voice Question action though a Listen action
can also be used.
The Whisper action can be connected to a number of following actions according to whether the call is
answered, rejected, gets busy or gets no answer.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Play recording to:
The extension that is rung with the caller's recording.
•
Source of transfer:
Select the number to display on the target phone.
•
Description:
Enter a call description to display on the target phone.
•
No answer timeout:
Sets how long the voice mail server should wait for an answer before following the No Answer
connection. The whisper action will not go to the target extension voicemail.
•
Prompts played before the recording/Prompts played after the recording:
These prompts are played to the target extension when they answer the call. The prompts played
after the caller's recording should include the instruction "Press 1 to accept or hang up to reject".
Call List Action
This action allows the caller to indicate to whom they want to be transferred. If selected the caller can
be restricted to selecting an extension within a particular group. The transfer in this case is not blind, if
unanswered the action can link to actions for no answer, busy and no answer timeout.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Transfer to group:
If you want to restrict the caller to a particular group you can enter the group here.
•
Prompt user with a list of group members:
Select if you want the voicemail server to list the group members for the caller.
•
Source of transfer:
Select the number to display on the target phone.
•
Description:
Enter a call description to display on the target phone.
•
No answer timeout:
Sets how long the voice mail server should wait for an answer before following the No Answer
connection.
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Dial by Name Action
This action is supported on Voicemail Pro 1.2.6 or higher. It allows callers to enter, by dialing on a
keypad with ITU standard alphabet markings, the name of the person and/or group they want to contact.
The caller is then played a list of available name matches from which they can select. See Example Dial
by Name Call Flow
•
Note: For a user to be included in the dial by name list, they must:
•
Have recorded a mailbox name.
•
Not be marked as ex-directory.
The action should prompt the caller to dial the name they require and then press #. Callers can also
press *# to exit without making a selection.
•
If no matches are found, the caller is given the option to retry.
•
If 10 or less matches are found, the matching mailbox name greetings are played as part of a
selection list, i.e. "Press 1 for …, press 2 for …, …".
•
If more then 10 matches are found, the caller is prompted to either press # to hear the first 10 or
to dial more characters in order to reduce the number of matches. If they select to play the list,
after each set of 10 matches they can either make a selection or follow the prompts for other
options.
The action has True and False connection results. If the caller does not make a selection, the False
result connection is used. If the caller does make a selection, the selection is stored as the $KEY
variable and the True result connection is used. $KEY should be entered in the mailbox field of the
following action. This method allows a Dial by Name action to be used to set the destination for a
following action such as Get Mail, Leave Mail, Listen, etc.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Which names will be included in the list?:
Has options for Only users, Only groups or Both users and groups. Users set to ex-directory
through the Manager application are not included.
•
How will the names be sorted?:
Has options for By last name or By first name.
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Voicemail Pro Actions
Conferencing Center Action
This action is used in conjunction with the Avaya IP Office Conferencing Center if installed. It
provides a route for callers to enter the conference ID and their conference PIN code.
The action also provides a number of results which act as failure options if conference access is
unsuccessful. These are Invalid Conference or Password, Conference Not Started, Conference
Finished, Conference Full, and Failure.
Specific Tab
•
Gather conference and pin information before validation:
If this option is selected, the caller will be asked for the conference ID and then the pin number.
The results are collected and then verified. If either entry is invalid the caller is notified but not
told which entry is incorrect. If this option is not selected then the entries are validated as they are
entered.
•
Allow the delegate to try and enter the conference ID a total of ? times:
The number of times that a conference ID can be entered is controlled in this section. Up to 10
re-tries can be set. If the ID is entered incorrectly the result Failure is returned.
Assisted Transfer Action
This action transfers the caller to a specific mailbox's extension. The caller hears either silence or
music on hold if installed. The transfer is not blind, if the call receives busy or no answer then it returns to
follow the appropriate connection.
For details of the default tabs see Standard Action Tabs., this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Mailbox:
Enter or select the target mailbox whose extension you want rung.
•
Source of transfer:
Select the number to display on the target phone.
•
Description:
Enter a call description to display on the target phone.
•
No answer timeout:
Sets how long the voice mail server should wait for an answer before following the No Answer
connection.
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Alphanumeric Action
This action allows the caller to input text and numeric values information directly from the telephone
keypad with ITU standard alphabet markings. There are two results (DTMF Data or No DTMF Data) for
connections to following actions. The action following the DTMF Data result can use $KEY to access the
alphanumeric characters.
Users enter data by pressing the key marked with the character required. For keys with multiple marking
several key presses are required. For example, to enter C the user must press the 2 key three times.
After each key press, the associated letter or number is spoken.
To move on to entering the next character, the user should press whichever other key is marked with the
required character or first press # if the required character is on the key just used.
Controls available are:
•
# - Accept last character and begin entry of next character.
•
*1 - Hear characters entered so far.
•
*2 - Delete all characters entered so far.
•
*3 - Delete last character entered.
•
*# - Accept the set of characters entered and go to next call flow action.
Specific Tab
•
Play Help:
If selected instructions are given to the caller explaining how to enter information.
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Voicemail Pro Actions
Miscellaneous Actions
eMail Action
This action is used to send a recording to a specific email address.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Send email to:
The email address of the recipient.
•
Subject:
The subject line for the email.
•
Content:
Text to be placed in the email.
•
Attach file to email:
The recorded file to be attached to the email. If just $ is entered then the action will use the
recording collected by a preceding Leave Mail action (see Leave Mail Action) or Voice Question
action (see Voice Question Action).
Open Door Action
This action activates either of the door entry relays provided on the IP Office Control Unit.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Contains the door relay options.
Alarm Set Action
This action prompts the caller to specify the time at which they want an alarm call and to record a
message for the alarm call. The voicemail server will then call the user at that time. A user can setup
multiple alarms to occur at different times. Once an alarm has occurred it is deleted.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Clock Action
This action plays the current time on the Voicemail Server PC. A short code can then be used to have
this action replace users making external calls to a 'speaking clock' service.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
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Post Dial Action
This action can be used to connect another extension to a specified call flow start point or to play a
recording to that extension.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Post wave file:
Plays a selected wav file. When Post wave file is selected there are two options which can be
selected.
•
Play out a looped wave file:
The wav file will be played in a continuous loop.
•
Delete the wave file after completion:
The wav file will be deleted after it has been played.
•
Post the following action:
Enter the name of the required start point or use the browse button to select the start point. To
play a recording, enter c:\mywavs\hello.wav (substitute the appropriate file path and file name
for the .wav file you want played).
•
To extension:
Enter or select the extension to which the call should be made. The voicemail server will attempt
to make the call every 5 minutes for the next hour until successful.
VB Script Action
This action allows an administrator to construct additional call flow logic using VBScript commands. A
number of predefined methods and system variables are available. Any scripting added can be verified
by pressing the Syntax Check button.
This action has two results (Success or Failure) for which connections to following actions can be
made. The results are based on the Scripting entered in the Specific tab.
•
Use of VBScript requires entry of a valid VM Pro VBScript license in the IP Office
configuration.
Specific Tab:
•
Enter VBScript:
In the Script area enter the VBScript as required. Details of the System variables and COM
methods that are supported are accessible by right clicking in the VBScript area. This script can
contain a maximum of 1000 characters.
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Voicemail Pro Actions
Condition Actions
Test Condition Action
This action has following connections for true and false. Conditions are set through the Conditions
Editor, see Conditions Editor.
Specific Tab:
•
Return the results of the following condition:
Allows a selection to be made from the conditions currently setup.
Set User Variable Action
This action sets a variable to a particular value. Other call flows may then use the Test User Variable
action to check whether the variable has a particular value.
•
Note: The variable must first be created using the User Defined Variable menu, see User
Defined Variables.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
Assign the following user variable: The name for the user variable.
•
With the following value: The value of the variable.
We strongly recommend that this action type is followed by another action (if necessary a Disconnect
action), whose entry prompt confirms to the caller that the value has been set. In some situations, such
as where the Set User Variable action is accessed by the user dialing a short code, if the user hangs-up
too quickly the variable may not actually be set. Having a following action with a confirmation message
encourages users not to hang up too quickly.
Test User Variable Action
This action has true and false connections that are followed according to whether a user variable
matches a particular value. The Set User Variable action can be used in other calls to set the value of
the variable.
Specific Tab:
•
This action will return "TRUE" if the following variable:
The name of the user variable to be checked.
•
Matches the value below:
The value of the variable that will return a true result.
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Check Digits Action
This action is supported on Voicemail Pro 1.2.6 or higher. It requires the caller to enter a specific
sequence of DTMF digits.
The action has True, False and Timeout results. The True result connection is used if the caller dials
the matching key sequence. The False result connection is used if the callers dials a non-matching digit.
The Timeout result connection is used if the caller does not complete dialing the matching key sequence
within the set timeout period.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
Specific Tab:
•
What key sequence will the caller have to match?:
Enter the key sequence that callers must dial to follow the true result connection. The user's entry
should be followed by pressing # to indicate completion. This should be mentioned in the entry
prompt.
•
Timeout after:
Used when a caller doesn't enter any digits or doesn't complete entering matching digits within a
set time. When this occurs the action's Timeout result connection is used.
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Voicemail Pro Actions
Database Actions
Database Open Action
This action opens a link to a third party database. If connection to the database succeeds, the result
is OK, otherwise the result is FAIL. If there is a connection to the database already then the current
connection is closed and the new one requested will be opened.
•
Note:
The use of database actions with Voicemail Pro requires entry of a VMPro Database Interface
license in the IP Office configuration.
Specific Tab:
•
The connection string to open the database can be entered directly into the field. For help on
constructing the connection string use the browse button to open the Data Link Properties form.
•
Provider Tab:
Select the OLE DB Provider of the data that is to be connected to. Click Next to move to the
Connection Tab.
•
Connection Tab:
Specific information relating the Database provider needs to be completed. Help of the
information required for each of the fields can be obtained by clicking the Help button. Fields
available will be dependant on the type of provider. Test that the information entered will allow
entry into the database, click the Test Connection button. A message Test Connection
Succeeded will show if successfully connected to the database.
•
Advanced Tab:
Network Settings & other settings e.g. Access permissions. Fields showing will be dependant on
the type of provider selected. Click help for specific information about any of the fields.
•
All:
The properties that have been selected on the previous tabs are shown in the All Tab.
Amendments can be made as required by selecting the Name and click Edit Value.
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Database Execute Action
This action performs an SQL query on a database opened a preceding Database Open action.
•
Note: The use of database actions with Voicemail Pro requires entry of a VMPro Database
Interface license in the IP Office configuration.
Specific Tab
•
Command to Execute
This box will contain the SQL query. This can either be entered directly or constructed using the
SQL Wizard option.
Database Get Data Action
Once a query has been made against a database (see Database Execute Action), either a single
result or a set of results are returned. This action will allow access to the data items if a set of results are
returned.
•
Note:
The use of database actions with Voicemail Pro requires entry of a VMPro Database Interface
license in the IP Office configuration.
Specific Tab
•
There are four options on how the data can be retrieved.
•
Retrieve the next item in the list:
Allows the call flow to facilitate the stepping through of a list of results returned by the
Database Execute action
•
Retrieve the previous item in the list:
Allows the call flow to facilitate the stepping through of a list of results returned by the
Database Execute action
•
Retrieve the first item in the list:
Allows the call flow to facilitate jumping to the start of the list therefore returning all the
items in the list.
•
Retrieve the last item in the list:
Allows the call flow to facilitate jumping to the end of the list therefore returning all the
items in the list.
The Database Get Data action has the following possible results:
•
Success:
The current record has successfully been assigned to the $DBD variable.
•
At End:
You have reached the end of the list, the $DBD variable contains no information.
•
Empty:
The execute method returned no data, the $DBD variable contains no information.
•
Failure:
There was a problem trying to retrieve the next data record, the $DBD variable contains no
information.
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Database Close Action
This action will close the current database connection. If the database is open when a call terminates
then a Database Close action is run automatically.
•
Note:
The use of database actions with Voicemail Pro requires entry of a VMPro Database Interface
license in the IP Office configuration.
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Queue Actions
Queue ETA Action
This action plays the estimated time to answer (ETA) to a queued caller. The ETA is calculated based
on the queued time of the last 5 queued and answered calls. The ETA is always rounded up to the
nearest minute.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
•
Entry Prompts Tab:
This tab should include any prompts to play to the caller before they hear their ETA. See Entry
Prompts Tab.
•
Specific Tab:
This tab may include any further prompts to be played to the caller after they hear their ETA.
Queue Position Action
This action plays the caller their position within the queue of calls for the group.
For details of the default tabs see Standard Action Tabs, this section details only tabs and settings
specific to this type of action.
•
Entry Prompts Tab:
This tab should include any prompts to play to the caller before they hear their position. See
Entry Prompts Tab.
•
Specific Tab:
This tab may include any further prompts to be played to the caller after they hear their position.
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Using Modules
Introduction to Modules
Modules are reusable sets of actions. They allow you to create a sequence of actions that can be reused
within any other start point's call flow.
Any changes to a module will affect all other start points that are using that module. This simplifies the
programming of actions if a number of start points use the same sequence of actions. Using modules
also reduces the size of the call flow.
•
In order to create connections from results within a module, to other actions within the start point
using the module, you must add and connection Module Return actions to those results in the
module.
Creating a Module
1. Click Modules and then
, or right-click Modules and select Add.
2. Enter a name.
3. You can now add actions and connections to the module in the same way as for any start point.
4. In order to create connections from a module to other actions you must use the Module Return
action within the module, see Module Return Action.
Adding a Module to a Start Point
1. Select the start point to which you want to add the module action and then click the right-hand
panel.
2. Click and drag the module required from the left-hand panel to the right-hand panel.
Importing and Exporting Modules
Modules can be imported and exported. See Importing and Exporting.
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Running a Module Directly from a Short Code
You can use Modules directly in conjunction with short codes. The short code must call the name of the
module.
For example, the short code below will run the module named Special when the user dials *97. The
service that the user receives will depend upon the actions within the module.
•
Short Code: *97
•
Telephone Number: "Special" (include quote marks)
•
Line Group ID: 0
•
Feature: VoicemailCollect
Running a Module Directly from an External Call
A module can applied be directly to an incoming (external) call. This is done within the Manager
application. Within the appropriate IncomingCallRoute entry, set the Destination to the module name
prefixed with "VM:".
For example, entering VM:AutoAttend would route the call to a module called AutoAttend. Note that
the maximum entry length is 15 characters, thus limiting the module name to 12 characters.
•
If there is a hunt group on the system whose name matches the module's name, calls will be
routed to that group when the voicemail server is not running.
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Conditions Editor
Conditions
Pressing F6 displays the Conditions Editor.
Conditions are constructed from a set of basic elements. These elements can be combined within a
single condition to create complex rules. For example the Week Planner can be used to define a
companies standard working hours, and then combined with the calendar to define exception days such
as public holidays.
Within the voicemail call flow, conditions can be checked by a Test Condition action and, according to
whether the condition is currently true or false, callers can be routed to different actions. See Test
Condition Action.
Logic settings can be applied to both the whole condition and to the elements in a condition. These can
alter when a condition is true or false.
•
AND
The condition is true when all the elements are true, i.e. both A and B are true.
•
OR
The condition is true when either A or B is true.
•
NOT
This logic element can be used to reverse the value (e.g. return false when true) of individual
elements or of the whole condition.
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Using the Conditions Editor
Either:
•
From the toolbar click the
•
Press F6.
•
From the menu bar select Administration and then Conditions Editor.
icon.
Adding a Condition
1. Click the
icon.
2. Enter the name for the condition and then click OK.
3. You can now add elements to the condition and alter the properties of those elements.
Adding Elements to a Condition
A condition can consist of multiple elements, including several elements of the same type.
1. Click the element drop-down list (shown as
,
,
or
in the toolbar).
2. Click the type of element required.
3. Click the condition to which you want to add the element.
4. You can now edit the element's settings.
•
Note:
By default the logical AND X+ setting is applied to new condition elements. For the week
planner and calendar elements, if more than one day is set this will never return true.
Therefore we recommend that the OR X|| logical setting is applied to all week planner and
calendar elements.
Editing Elements and Conditions
1. Click the Condition or Element and then on
.
2. Alternatively for elements you can double-click the element.
3. The elements or condition's properties are displayed for you to edit.
Changing a Condition's Logical Setting
1. Click the logic setting drop-down list, shown as x+ (AND), x|| (OR) or x! (NOT) in the toolbar.
2. Click the logic setting required.
3. Click the condition or element to which the logic setting should be applied.
Deleting Elements and Conditions
1. Click the condition or element you want to delete and then on
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Conditions Editor
Available Condition Elements
Calendar
The Calendar element is used to indicate which days of the year return true. Double-clicking on a
particular day will either select or deselect it.
. Note that
Selected days are shown with a shaded background, e.g.
days but not whether the day is selected.
indicates weekend
The element returns 'true' if the current day is a selected day.
•
Note: Apply Logical OR X|| if more than one day selected
By default the logical AND X= is applied to this condition element. If more than one day is
selected then element cannot return true. For example it cannot be the 3rd March and the 4th
March at the same time. When multiple days are selected the OR X|| settings should be applied.
In our example the element will then be true if it is the 3rd March or 4th March.
Week Planner
The Week Planner element is used to set which time periods during a normal week return 'true'. It
consists of an entry for each day of the week and a start and end time for the 'true' period on each day.
•
Note: Apply Logical OR X|| if more than one day selected
By default the logical AND X= is applied to this condition element. If more than one day is
selected then element cannot return true. For example it cannot be the Monday and Tuesday at
the same time. When multiple days are selected the OR X|| settings should be applied. In our
example the element will then be true if it is Monday or Tuesday.
Condition
The Condition element is used to combine the value of an already existing condition. When selected
the element displays a list of the other conditions from which to select.
Compare
The Compare element is used to compare Voicemail Pro system variables, for example $POS or
$ETA, against each other or against a value you enter.
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Voicemail Pro Campaigns
Introduction to Campaigns
Campaigns are a series of questions and answers. Callers to a campaign hear the questions and give
their response, either spoken or through the telephone keypad.
Call processing agents accessing the campaign hear the caller's answers which they can then transcribe
into a database or other records.
Campaign Web Access
If the Voicemail Server PC is also a web server, then during installation of Voicemail Pro it is possible to
also install a Campaign Web Component. This allows access to play and change the status of campaign
messages through a web browser.
•
Browser Requirements:
The user must have Microsoft Internet Explorer 5.0 or higher (not Netscape). Their PC must also
have multimedia sound capabilities. The user must also have a mailbox on the voicemail system.
The name of their mailbox is requested when the user browses the campaign messages.
•
Browsing Address:
During installation of the Campaign Web Component, the root address of the web server is
requested. A folder called "campaign" is then added to that root. The web address for browsing
will normally be set up as a link from a page within a company intranet rather than typed directly
by users.
•
http://<server address>/campaign/campcgi.html
Note that access must be via http: and not network file routing.
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Adding, Modifying & Deleting Campaigns
Pressing F7 or clicking on
activity.
displays the Campaign Wizard. This allows you to select the required
•
Create a new Campaign:
This option takes you through a series of campaign wizard menus to set the campaigns settings.
•
Modify an existing Campaign:
This option displays a list of existing campaigns from which you can select the one you wish to
modify. You will then be taken through the campaign wizard menus for the campaign settings.
•
Delete an Existing Campaign:
This option displays a list of existing campaign from which you can then select the campaign to
delete.
Customer Prompts
This menu is used to set the sequence of questions played to callers and to record their responses.
•
Add action:
Add a new campaign action. The options for a campaign action are then displayed.
•
Edit action:
Edit the currently highlighted campaign action.
•
Delete action:
Deletes the currently highlighted campaign action
•
Move action:
Moves the position of an action in the sequence of campaign actions.
The
and
commands give you access to the options for a campaign action.
•
Play a prompt to the customer:
If selected this option indicates that the action is a prompt played to the caller. You can then
specify which prompt to play or create a new prompt.
•
Allow the customer to input information:
If selected, this option indicates that the action should record the caller's response.
•
What type of input do you want:
This option sets whether the voicemail server should Record voice or Record key presses.
•
Please enter the maximum recording length:
Sets the maximum length of recording before the next action.
•
Please enter the maximum number of key presses:
Sets the maximum number of key presses to record before the next action.
•
Please enter a unique name that will describe the input:
A name to associate with the action. Note: The name should be a single word with no spaces.
•
The following prompt will be played to an agent when the above data is reviewed:
This option allows you to select or create a prompt that is played to agents before hearing the
caller's response.
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Voicemail Pro Campaigns
Customer Menu
After completing the sequence of questions and responses, the caller can be offered a menu of options.
•
Please select the prompt to be played after the customer has made their recordings:
You can select or create a prompt that is then played to callers after completing the sequence of
questions and answers. The prompt should inform the customer of which actions selected from
the list below they can use.
•
Please select which options will be available to the customer after the above prompt has
been played:
Click the tick boxes to select which options will be available to the customer. The customer then
needs to press the corresponding key.
•
Save the Campaign (and then quit):
Saves the callers responses and then disconnects the caller.
•
Play back response to the Campaign:
Plays back the customers responses to them and then repeats this customer menu.
•
Restart the whole Campaign:
Delete the customers responses and restarts the sequence of questions and answers.
•
Quit the Campaign (without saving):
Disconnects the customer without saving their responses.
•
Move options:
You can move the currently highlighted option so that the key presses associated with the
options differ.
•
Timeout:
Sets how long the voice mail server should wait for an answer before following the No Answer
connection.
Campaign Identification
This menu is used to set a park location for the campaign and to name the campaign.
•
Where should this Campaign be parked…:
This field can be used to enter a park slot number for the campaign. This number can be
programmed under a DSS key. That key can then be used by agents to access the campaign. If
the DSS key also incorporates a BLF lamp, that lamp is lit when new campaign messages are
left.
•
The name of the Campaign is:
This is the name of the campaign.
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Accessing a Campaign
A campaign can be accessed in a number of ways:
•
Using the Campaign Action:
The Campaign action is used to route calls into a campaign after those calls have been routed to
an appropriate start point on the voicemail server. The actions properties set whether the call is
treated as a caller to the campaign or an agent processing the campaign messages. See
Campaign Action.
•
Using the Park Slot Number:
Set through the Campaign Identification menu, this number can be programmed under a DSS
key. That key can then be used by agents to access the campaign. If the DSS key also
incorporates a BLF lamp, that lamp is lit when new campaign messages are left.
•
•
Note: Phone Manager park slot keys cannot be used for this function.
Through a Web Browser:
See Campaign Web Access.
Using the first two methods above, when an agent accesses the messages waiting in a campaign, they
have a number of telephone controls:
•
1 - Go to the start of the call.
•
2 - Rewind.
•
3 - Stop processing the message.
•
4 - Mark call as processed and delete.
•
5 - Mark call as processed and save.
•
7 - Previous response.
•
8 - Start of response.
•
9 - Next response.
•
# - Fast forward.
•
0 - Pause
•
* - Rewind.
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Recording Calls
Manual Call Recording
Voicemail Pro Manual Recording
Voicemail Pro can be used to record calls where the call recording is manually triggered by a user.
•
Advice on Call Recording (AOCR):
Depending on the IP Office's location, it may be a local or national requirement to warn those
involved in a call that they are being recorded. One method to do this is to enable the AOCR
message provided by the Voicemail Pro server.
•
Conference Capacity:
Call recording utilizes conferencing and so is subject to the available conferencing capacity of the
IP Office system.
•
Recording Duration:
Recording is limited to the maximum message length set on the Voicemail Pro system.
•
Recording Auto End:
Recording is automatically stopped if the call being recorded is parked on put on hold. If a
conference call is being recorded, recording automatically stops when a new party joins the
conference.
•
Customization:
The recording process can be customized to alter where the recordings are placed. See
Customizing Manual Recording.
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Manager Configuration for Manual Recording
Recording Destinations
Manager can be used to specify where recordings triggered by a user are placed.
to receive the IP Office's configuration.
1. Within IP Office Manager, click on
2. Click on
User to display the current entries.
3. Select and double-click on the entry for which you want to alter the manual recording destination.
4. Select the Voice Recording tab.
5. In Manual Recording Mailbox use the drop-down list to select which mailbox should be used to
contain recordings triggered by the user.
6. Click on OK.
to send the configuration back to the IP Office. If user, hunt group and/or account
7. Click on
codes were the only changes made, select Merge Config.
Recording Indication
Some Avaya telephones indicate when a call is being recorded by displaying REC. This can be
suppressed by switching on the Manager setting System | System | Hide auto record.
Voicemail Pro Configuration
For default auto-recording operation, no additional configuration of Voicemail Pro is required following
installation. The only option that may be required is the "advice on call recording" prompt.
•
The prompt is the file "aor_00.wav". This is located in the appropriate c:\Program Files\Avaya\IP
Office\Voicemail Server\WAVS sub-folder for each language on the Voicemail Pro server.
Additionally the maximum recording time is controlled by the maximum message length setting for
Voicemail Pro. This can also be adjusted.
1. Within Voicemail Pro, click on
or select Administration | Preferences | General.
2. Click on Play Advice on Call Recording to switch this option on (ticked) or off (unticked).
3. Adjust the maximum recording length using Max. Message Time (secs).
4. Click on OK.
5. Click Save & Make Live.
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Recording Calls
Triggering Manual Call Recording
Phone Manager Pro
Users can trigger call recording using Phone Manager Pro.
Start Recording.
When on a call, press F5 to start recording or select Function |
To end recording select Function |
Stop Recording.
and
For Phone Manager Pro users working in Agent mode, the
on the Phone Manager Pro toolbar.
actions are also shown as buttons
SoftConsole
SoftConsole users can manually trigger recording using the
Start Recording.
Action |
button on the toolbar or by selecting
This action toggles and so is also used to stop recording.
2030/2050 Telephones
During a call, users of these phones can press SCROLL and then •RECORD to trigger manual
recording.
4400 and 6400 Series Phones
Phones in these series with a Menu key can manually trigger call recording by selecting Menu | Menu |
Func | Recor.
Using DSS Keys
The call record function can be programmed against a DSS key.
To set a DSS key for manual recording:
1. Open Manager and select the user.
2. On the Button Programming tab, select the required DSS key and for the Action select
Advanced | Call | CallRecord.
3. Merge the new settings back to the system.
To use the DSS key:
1. Place the current call on hold and then press the DSS key.
2. The held call is reconnected and recording is started.
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Using Short Codes
The shortcode feature "CallRecord" can be used to trigger recording of calls to Voicemail Pro.
To Record Your Own Calls
The following example shortcode can be setup as a user shortcode or a system shortcode. In either case
it will trigger recording into the user's designated mailbox.
To use the shortcode, place the call on hold and dial *95. The call is automatically reconnected and
recording begins.
•
Shortcode: *95
•
Telephone Number: Blank
•
Line Group ID: 0
•
Feature: CallRecord
To Record Other Calls
The following is an example shortcode for recording a call involving a specific extension. You do not
have to be in conference with or part of the call in order to use this shortcode - therefore this shortcode
should only be setup as a user shortcode for trusted users.
•
Shortcode: *96*N#
•
Telephone Number: N
•
Line Group ID: 0
•
Feature: CallRecord
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Recording Calls
Customizing Manual Recording
Normally recording is performed by the Voicemail Pro server as a default task. However, a module
named Record can be used to customize the operation of auto-recording.
•
Note
If a Record module is created, it overrides the default record operation. Therefore it must at
minimum emulate the default manual recording process of placing recordings into the mailbox of
the user who triggered recording. For example, in the module call flow shown below, the Listen
action is set to $UUI.
•
The $UUI Variable
The $UUI variable is supported from Voicemail Pro 1.3.15 onwards. Whenever recording is
triggered, $UUI contains the user name of the user who that triggered the recording process.
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Automatic Call Recording
Voicemail Pro Automatic Call Recording
Voicemail Pro can be used to automatically record calls. This can be applied to calls to or from a
particular user, hunt group or calls which use a particular account code.
•
User Recording:
The calls to and/or from a particular user can be automatically recorded. By default the
recordings are placed in the user's mailbox.
•
Hunt Group Recording:
The calls to a particular hunt group can be automatically recorded. By default the recordings are
placed in the hunt group's mailbox.
•
Account Code Recording:
An account code can be applied to a call by the user before it is made or during the call. One can
also be applied automatically through CLI matching. Both incoming and outgoing calls which use
a particular account code can be automatically recorded.
•
ICLID/CLI Recording: Account codes can be assigned to a call by ICLID/CLI matching. This
allows recording to therefore be based on a ICLID/CLI match.
•
The default action for account code recording is not consistent. We recommend that a
customized auto record call flow is used to set which mailbox is used for each account
code. See Customizing Auto-Record.
•
Advice on Call Recording (AOCR):
Depending on the IP Office's location, it may be a local or national requirement to warn those
involved in a call that they are being recorded. One method to do this is to enable the AOCR
message provided by the Voicemail Pro server. See Voicemail Pro Configuration.
•
Time Profiles:
For each user, hunt group and/or account code, an IP Office time profile can be used to
determine when auto-recording is used.
•
Recording Frequency:
For each user, hunt group and/or account code, the frequency of call recording can be selected.
This can be set to all calls or a certain percentage of calls. Callers can also be returned busy tone
if the system is unable to record the call for some reason.
•
Conference Capacity:
Call recording utilizes conferencing and so is subject to the available conferencing capacity of the
IP Office system.
•
Customization:
The auto recording process can be customized to alter where the recordings are placed. See
Customizing Auto-Record.
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Recording Calls
IP Office Configuration
The users, hunt groups and account code that are subject to auto-recording are selected through IP
Office Manager.
to receive the IP Office's configuration.
1. Within IP Office Manager, click on
2. Click on either
User,
Hunt Group or
Account Code to display the current entries.
3. Select and double-click on the entry for which you want automatic recording.
4. Select the Voice Recording tab.
5. From the Record Inbound and Record Outbound drop-down lists select the recording
frequency required (Note: Record Outbound is available for hunt groups).
•
None: Do not record.
•
On: Record all calls if possible.
•
Mandatory: Record all calls. If recording is not possible, return busy tone to the caller.
•
xx%: Record calls at intervals matching the set percentage, eg. every other call for 50%.
6. Click on OK.
to send the configuration back to the IP Office. If user, hunt group and/or account
7. Click on
codes were the only changes made, select Merge Config.
Voicemail Pro Configuration
For default auto-recording operation, no additional configuration of Voicemail Pro is required following
installation. The only option that may be required is the "advice on call recording" prompt.
•
The prompt is the file "aor_00.wav". This is located in the appropriate c:\Program Files\Avaya\IP
Office\Voicemail Server\WAVS sub-folder for each language on the Voicemail Pro server.
To turn on/off advice of call recording:
1. Within Voicemail Pro, click on
or select Administration | Preferences (F9).
2. Click on Play Advice on Call Recording to switch this option on (ticked) or off (unticked).
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Customizing Auto-Record
Normally auto-recording is performed by the Voicemail Pro server as a default task. However, a module
named AutoRecord can be used to customize the operation of auto-recording.
•
Note: If an AutoRecord module is created, it overrides the default auto-record operation.
•
The $UUI Variable:
The $UUI variable is supported from Voicemail Pro 1.3.15 onwards. Whenever auto recording is
triggered, $UUI contains either the account code, user name or hunt group name that triggered
the auto recording.
•
The value of condition Account1 is checked using a
•
If found True, the call is recorded using a
recording.
•
If found False, the next condition test is tried.
•
The conditions, created within the
possible account code values.
•
The final
Listen action, used if none of the condition tests are True, has its Mailbox set to
$UUI. If $UUI hasn't matched any account code being used for auto recording, then its value will
be either the user name or hunt group name that triggered the auto recording.
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Test Condition action.
Listen action, which specifies the mailbox for the
Condition Editor, compare the variable $UUI against
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Fax Operation
Voicemail Pro Fax Operation
The Voicemail Pro server can detect and handle incoming fax calls in the following ways:
•
Redirect Fax Calls to a System Fax Number
When set, this number is used as the transfer destination for any fax calls received at user or
hunt group mailboxes. This operation is supported in IP Office and Intuity Mailbox mode. See
Setting the Voicemail Pro System Fax Number.
•
•
Redirect Fax Calls to a Mailbox Fax Number
When a system fax number is set, Intuity mailbox users can set a different fax transfer
destination for their own mailbox. See Setting a Mailbox Fax Number.
Redirect Fax Calls Using a Menu Action
The F character can be used within the touch tone choices of a Menu action to set what actions
should be applied to fax calls. See Routing Fax Calls Using a Menu Action.
Setting the Voicemail Pro System Fax Number
The System Fax Number is used as the default destination for any fax calls received in a mailbox.
For systems running in Intuity mode, once a system fax number is set, mailbox users can also set an
alternate fax destination number for their mailbox, see Setting a Mailbox Fax Number.
Preferences and select General.
1. Click on
2. Enter the fax destination in System Fax Number.
3. Click OK.
4. Click
Save and Make Live.
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Setting a Mailbox Fax Number
When a System Fax Number has been set, it is used as the default destination for any fax calls received
in a mailbox, see Setting the Voicemail Pro System Fax Number. When this is enabled, Intuity mode
mailbox users can also set their own mailbox fax destination.
1. Login to the mailbox.
2. press 5 to access personal options.
3. Press 3 for fax options.
4. Press **5 to set a fax printing number. Enter the fax extension number and then press #.
5. Enter **5 to change the number again or *3 to delete it (reroutes fax calls to the System Fax
Number).
Routing Fax Calls Using a Menu Action
The F character can be added to the Touch Tone options of a
Menu action to match the receipt of
fax tones. The corresponding result can then be routed as required for fax calls received by that call flow.
For example the module call flow below is using F to redirect incoming fax calls to a specific transfer
number.
The F result was added to the
Menu actions Touch Tones tab using the
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icon.
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IVR Database Connection
IVR: Connecting Voicemail Pro to a Database
Voicemail Pro call flows can interact, read and write data, with almost any Windows database that
supports ODBC (Open Database Connectivity) and SQL (Structured Query Language) format.
•
The
Requirements for Voicemail Pro Database Operation
To use the Database actions within Voicemail Pro, a VM Pro Database Interface must be added
to the IP Office configuration.
Database Actions hat can be used in a call flow are:
•
Database Open
Opens the required database, including any necessary permissions and security options.
•
Database Execute
Defines a SQL query to either read matching records from the database or to write data to the
database. Up to 6 fields can be defined to be returned in matching database records.
•
Database Get Data
Selects the current record from the matches returned by the preceding Database Execute action.
The record fields are then placed into Voicemail pro variables DBD[0] to DBD[5]. The Database
Get Data allows selection of the first, next, previous or last record.
•
Database Close
Closes the database connection. This also occurs automatically if the caller disconnects.
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Example
Example Database Scenario
In this call flow example an auto-attendant has been created to allow callers to order books. The book
details are held within a Microsoft Access database, other databases can be used. Callers will be able
to enter either the ISBN or Author's name. The title and cost of the item will be looked up allowing the
caller to purchase the item if they wish to. If the caller purchases the book they will be able to enter their
credit card details and a contact number.
Example of the database used in the call flow.
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IVR Database Connection
1. Retrieving Data from the Database
The Bookshop_Welcome module allows callers to choose to search the database by either the books
ISBN number or the author's name. The screen below shows the call flow module used when a search
by ISBN is selected. The database actions that have been used are shown below the call flow diagram,
with details on the following pages.
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Database Open Action
The Database Open Action is used to link to the bookshop database.
The specific tab of the action contains the location of the database. Click the browse button to view the
Data Link Properties dialog. The details entered into these screens will depend upon the type of
database used. This example uses a Microsoft Access Database.
The example shown below shows the connection to the database.
If the database is available the callers move through the call flow to a menu action that will capture the
ISBN number entered.
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Database Execute Action
The Database Execute Action contains a query against the open database, in this example it concerns
the ISBN captured in the previous menu action.
If the sequence of numbers entered by the caller matches an ISBN entry in the database, then the
Author's name, cost, ISBN and book title details are captured. This query is entered into the Database
Execute Action via the specific tab.
When entering information into the specific tab for the first time you will taken through a series of steps.
1. Select the Database Open Icon required. In this example the 'Make sure Database still active'
icon was selected.
2. At the SQL Function window the option to 'Select …From' was chosen as information from the
database is required.
3. Details are then entered into the SQL Wizard, as shown below.
4. When the query has been entered the SQL wizard is closed. The specific tab of the action will
contain the entered query, see example shown below.
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Database Get Data Action
The Database Get Data Action is used to return details of any matching entries following a search
against a database.
To retrieve the results an option is selected on the specific tab to select how the data is retrieved from
the database. In this example the option 'retrieve the next item in the list' was selected to allow the caller
to step through the results, if more that one match ISBN occurred.
If a matching ISBN has been found the call flow is routed to another module called
'Bookshop_CurrentBookSpeakDetails'.
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IVR Database Connection
2. Returning Data from the Database
The 'Bookshop_CurrentBookSpeakDetails' module will tell the caller the Book title, the Author's name
and the cost of the book with the ISBN that they entered .
The information from the database is conveyed to the caller using the 'Speak Text Action'. Note: To use
the Speak Action the IP Office must be licensed for and have installed Text to Speech.
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Speak Book Title
The Speak Book Title action is used to tell the caller the book title associated with the ISBN that was
entered.
The fields selected in the 'Request ISBN from DB' action contain the information retrieved from the
bookshop database. The fields selected were Author, Cost, ISBN and Title.
Any fields selected in a query will appear in alphabetical order.
•
$DBD[0] would return details from the field Author
•
$DBD[1] would return details from the field Cost
•
$DBD[2] would return details from the field ISBN
•
$DBD[3] would return details from the field Title.
Each speak text action in the call flow returns the values from a different field selected within the
database query. The 'Speak Book Cost' action has additional text added so that the currency can be
spoken, in this example pounds are used. See below.
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Enter Details into the Database
The caller is given an option to buy the book. If they select to buy the book the call flow module
Bookshop_CurrentBookBuy operates. The call flow immediately checks that access to the bookshop
database is still available via a Database Open action.
Confirm Book Details
The Generic Action is used to Store ISBN number and the cost. The example below shown how the
ISBN number is stored, in the system variable CP0.
When the details have been stored the book title and cost are spoken to the caller. See the example
below.
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Collect Callers Details
Details can be entered into a database by a caller. In this example we collect the callers credit card
number, expiry date and telephone number. All these details are collected and then the database is
updated.
The example below shows the Specific tab entry used to collected the callers telephone number and
assign it to the system variable CP4.
When all the details have been collected, the database needs to be updated. The database Execute
Action is used. When entering information into the specific tab for the first time you will taken through a
series of steps.
1. Select the Database Open Icon required. In this example the 'Make sure Database still active'
icon was selected.
2. At the SQL Function window the option to 'Insert …values' was chosen as information needs to
be added to the database..
3. Details are then entered into the SQL Wizard, as shown below. When the Database table is
selected, the list of fields contained within the table is inserted.
4. When the details have been entered the SQL wizard is closed. The specific tab of the action will
contain the command to execute, see example shown below.
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Mailbox User Controls
Mailbox User Controls
The IP Office supports a number of methods for users to control their mailbox and messages once they
have entered the mailbox.
•
Standard IP Office Mailbox Mode
This is the only mode for Voicemail Lite.
•
Intuity Mailbox Mode
This is the default mode for the Voicemail Pro. IP Office mode can be selected if required.
•
Visual Voice
This mode is only available to Avaya 20 Series display telephones. See Visual Voice.
•
PhoneManager
The PhoneManager application allows a user to switch voicemail and voicemail ringback on/off.
PhoneManager Pro also provides full visual access to the user's voicemail and allows messages
to be played back and controlled through their PC. Refer to the PhoneManager Users Guide for
details.
If a mailbox does not have a recorded name greeting, when that mailbox is accessed to collect
messages, the caller is asked to record their name before proceeding to collect messages. The name
greeting is used for functions such as Dial by Name actions and Intuity mode name lookup (**6).
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Telephony Operation Mode
All users should be made aware that messages are automatically deleted from the server after being
played unless they set the message as saved (see Automatic Message Deletion).
All users can use the following default short codes:
•
Access their mailbox from their own extension: *17
•
Turn voicemail on: *18
•
Turn voicemail off: *19
•
Turn voicemail ringback on: *48
•
Turn voicemail ringback off: *49
Once a user has entered their mailbox, the Voicemail Pro Server supports two sets of mailbox controls.
•
IP Office
This is the default mode used and matches the features of Voicemail Lite.
•
Intuity
Intuity is a mailbox interface used on a range of Avaya voicemail systems.
The prompts provided to a mailbox user are determined by the user's Locale setting as set through the
Manager application. Note that on some phones the user can change their language setting themselves
(refer to the appropriate User Guide). For languages supported see Language Support.
To select the mailbox operation mode:
Note: If the Regional Setting of the server onto which Voicemail Pro is installed is "English (United
States)", then Voicemail Pro defaults to Intuity mailbox operation.
1. Start Voicemail Pro and select the current voicemail configuration file.
2. Select Administration and then Preferences.
3. Select Default Telephony Operation and set this to either IP Office or Intuity as required.
4. Select OK.
5. From the File menu use Save & Make Live to save the configuration change.
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Mailbox User Controls
Automatic Message Deletion - Housekeeping
Messages are automatically deleted from the voicemail server after being played (including those played
via the users IMS email client) after a set delay. This delay can be adjusted for different message types.
The process of housekeeping is performed after any two hour idle period, that is a period with no call into
or from the voicemail server.
1. Click the preferences
icon or
2. From the Administration menu, select Preferences and then choose General.
3. Select the Housekeeping tab.
4. Adjust the settings as required for the different message types.
5. Click OK.
6. Click
Save and Make Live and select Yes.
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Visual Voice
Visual Voice is available on Avaya 20 Series telephones. It is accessed by pressing VOICE on the
telephone and then selecting from the displayed options.
•
•
•
Voicemail Lite
This only supports a limited set of Visual Voice controls:
•
LISTEN
Gives direct access to the user's voicemail. They then need to use the standard voicemail
controls.
•
MESSAGE
Allows the user to leave a message directly in a mailbox they specify.
Voicemail Pro
This supports the full set of Visual Voice controls. It does not provide spoken prompts as all
controls appear on the telephone display.
•
LISTEN
Gives direct access to the user's voicemail. Display the number of messages and
provides display controls for message handling.
•
MESSAGE
Allows the user to leave a message directly in a mailbox they specify.
•
GREETING
Allows the user to play and change their greeting.
•
PASSWORD
Allows the user to change their mailbox access code.
•
EMAIL
If a user has voicemail email set in IP Office Manager, the option EMAIL appears on the
telephone display. This allows the user to switch the email mode between Off, Copy,
Forward and Alert. For example if forward is active the user can change the setting to
copy so that all voice messages are copied to their email account.
Leaving Messages
When a 20 Series display telephone user calls an extension that does not answer and has
voicemail on, they are not automatically routed to voicemail. They must press VMAIL to leave a
message.
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TTY Support
Voicemail Pro TTY Prompts
TTY is a method of sending and receiving text messages within the speech path of telephone calls. The
text is entered and displayed through a TTY device connected in parallel with the user's normal phone.
Due to its widespread usage and support it has become the standard used by devices for the hearing
impaired.
Voicemail Pro 1.4 supports the addition of TTY prompts for Intuity mode mailbox access, that is leaving
and collecting messages from a mailbox. Caller's with a TTY device can see the TTY prompts and leave
TTY format messages. The mailbox user, also with a TTY device, can collect and display those
messages by following TTY prompts.
The TTY device and associated analog phone (linked either by a pass-through port on the TTY device or
a telephone splitter) are connected to an analog extension port (POT) on the IP Office system. During
calls the TTY can be used to display and send TTY. The analog phone can be used to send dialing digits
and provide a speech path during calls.
Installing Voicemail Pro TTY Prompts
The required TTY prompts are now selectable from the list of Speech Supported language options
during the installation of Voicemail Pro.
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User Configuration
Changing the User Locale
This is the simplest method as it requires no customization of the user's mailbox operation.
1. In IP Office Manager, click on
2. Click on
to receive the system's current configuration.
User to display the list of users.
3. Double-click on the user for whom you are setting up TTY mailbox operation.
4. On the User tab, enter TTY in the Locale field.
5. Click on OK.
to send the configuration back to the system. If user locale was the only change
6. Click on
made, then select a Merge Config.
The locale setting tty is not actually recognized by Manager. Therefore all aspects of the user's
telephony operation on the IP Office will default to the system's locale setting (System | System |
Locale). However, the user locale setting is transferred to the Voicemail Pro server during mailbox
access and so will alter the prompts provided.
Mailbox Access
In order to access their mailbox, the user should dial *17 and then take the analogue telephone handset
off hook. Once connected, they will see TTY prompts on the TTY display.
TTY requests such as "Press 1 for …" should be handled by dialing from the keypad of the telephone.
TTY messages followed by GA (go ahead) require text typed from the TTY device.
For further information, refer to the document "User Guide for Audix TTY Interface" (555-300-710).
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TTY Support
Voicemail Pro Customization
An alternative to setting the user locale as TTY is to change the users language setting within the
Voicemail Pro call flows for that user.
Simple Mailbox Customization
The
Select System Prompt Language action can be used to change the prompt language used by
subsequent actions in a call flow. Once the TTY Maintenance Patch has been installed, TTY is one of
the selectable languages provided by the action.
Select System Prompt Language action set to TTY, would be added to the
In the simplest form, a
user's Collect start point and followed by a Get Mail action.
Similarly a
Select System Prompt Language action set to TTY, would be added to the user's Leave
start point and followed by a Leave Mail action.
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Complex Mailbox Customization
If required, more complex call flows can be configured. For example, the call flow below allows callers to
press * to receive spoken language prompts or to wait a few seconds for the timeout and then receive
TTY prompts.
In this case messages are left in the same mailbox, but callers can select to have spoken prompts or
default to TTY prompts.
For hearing impaired users who cannot handle spoken messages, the call flow for callers who select
spoken prompts could have place those messages into an alternate mailbox of a hearing user. These
could then be collected and transcribed for the user.
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Dial by Name
Voicemail Pro Dial by Name
The Dial by Name action allows callers to indicate the user or group they require by dialing the name on
their telephone keypad and then making a selection from the matches found.
To use this feature the caller must use a telephone with DTMF dialing and with ITU alphabet letter keys
as shown below.
The key pre-requisites before a Dial by Name action can be used are:
1. User Names
The user names are set through the IP Office Manager. Either the user's Name or Full Name
field can be used for Dial by Name. If the Full Name field is set then it takes precedence over the
Name field.
•
Changing Names
Voicemail Pro mailboxes are created to match existing user Name's. If a user Name is
changed, Voicemail Pro will create a new mailbox to match the new Name. Therefore
care must be taken to ensure that Name field entries are as accurate as possible when
first setting up users. Using the Full Name field for Dial by Name is recommended as the
Full Name entry can be changed without affecting the existing mailbox entries.
2. User Name Recordings
Each mailbox to be included by the Dial by Name action needs to have had a user name
recorded. This can be done in two ways:
•
Intuity Mailbox Mode
By default when the user first enters their mailbox, they will be asked to set their voicemail
code password and then to record their name.
•
IP Office Mailbox Mode
In this mode you need to setup a call flow that allows users to record their name. In this
document we have included an example module that can be used for that purpose. The
same module can also be used by Intuity mode mailbox systems to let users re-record
their names. See Adding a Record Name Module.
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Example Dial by Name Call Flow
In this example, after selecting a name using the Dial by Name service, the caller is transferred to the
matching extension. If that extension doesn't answer or is busy the caller is transferred to the leave a
message.
1. In Voicemail Pro we added a new module and called it Dial by Name.
2. From
Telephony Actions we added a
Dial by name action.
3. From
Telephony Actions we also added an Assisted Transfer action. In its properties
Specific tab we set $KEY as the Mailbox.
4. We connected the
Dial by name action's True result to this action.
5. From
Mailbox Actions we added a
Leave Mail action. Again in its Specific tab we set
$KEY as the Mailbox. We added links from the Assisted Transfer action's No Answer and
Busy results to this action.
Adding a short code
1. In Manager, we added a new system short code. For this example we chose *75 and then
entered the details as shown below.
2. After merging this back into the IP Office, users can dial *75 to access dial by name. They can
also transfer callers to this call flow.
3. The short code can be added a SoftConsole or DSS button. In addition an Incoming Call Route
could be used to direct specific external calls direct to the function, for example if you had a
specific external number used by employees to ring in when off site.
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Dial by Name
Adding a Record Name Module
This module allows users to record/re-record their mailbox name. This, or a similar module, is necessary
if the Voicemail Pro is using IP Office mailbox mode. However it is still useful if the Voicemail Pro is
using Intuity mailbox mode as it gives users quick access to re-record their name.
1. In Voicemail Pro, we added a new module and called it Record Name.
2. We added a Record Name action.
•
In the General tab of the Record Name action's properties we set the Pin as $. The $
means that caller's must enter their Voicemail Code in order to use the action.
•
We left the Specific tab set to Caller's Mailbox.
3. We then used
Save and Make Live.
Adding a Shortcode:
1. In Manager, we added a new system short code. For this example we chose *74 and then
entered the details as shown below.
2. After merging this back into the IP Office, users can dial *74 at their extension in order to record
their mailbox name.
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Using the Name Table
It is possible to create a service that will allow access to re-record the name of any mailbox. The
NameWavsTable does this by requesting an extension number and then allowing you to play, re-record
and submit a name recording for that extension. It then allows another extension number to be entered
and so on.
Naturally if this option is used it should be behind suitable PIN code and other security protection as it
allows the recording of names for any mailbox.
1. In Voicemail Pro, create a new module.
2. Add a Goto action and open its properties.
3. In the General tab, enter a unique number in the Pin.
4. In the Specific tab, in Please select a node to go to enter NameWavsTable.
5. Click on OK.
6. Using a short code or other method, create a route to the new module.
Changing Full Names
Users with DS or DT port display phones can set and change their Full Name through their telephone.
This name will then be used for the text matching part of Dial by Name.
2030, 2050 and 20CC Telephones
1. With the phone idle, press Program and then Speaker. The current full name and extension
number are shown.
2. To change the name press zEdit. Enter the phone's passcode when requested.
3. Use the left-hand z display key to backspace. Use the right-hand z display key to insert a space.
4. Use the dialing keys and zROTATE to enter characters. For example, to enter an L press the 5
key and then press zROTATE until an L is displayed.
5. When the name is set press zDONE.
6. Press zREFORMAT to select all upper-case, all lower-case or mixed case.
7. Press zDONE and then PROGRAM.
4400, 4600 and 6400 Phones with a Menu
Key
twice.
1. Press Menu
2. Press
and select ProgA.
3. Press
and select Name.
4. Enter the new name. Use the dialing keys and Rotat to enter characters. For example, to enter
an L press the 5 key and then press Rotat until an L is displayed. You can use the top-left
display key to backspace.
5. When the text is as you require press Done.
6. Press Exit
.
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Language Switching
Voicemail Pro Language Switching
Voicemail Pro supports a wide range of languages.
•
? What languages are supported.
See Language Support.
•
? Which language is played to callers.
For external callers the Voicemail Pro will play try to match the Locale setting of the IP Office
system. For internal callers, if they have a different user locale in their user setting, Voicemail Pro
will try to match that language.
•
•
If using centralized Voicemail Pro, the default locale is that of the central IP Office. If
users on the remote IP Office want different language prompts, their user locale must be
individually changed.
? What if prompts for the language required aren't installed.
The Voicemail Pro has a set of rules which is follows in order to find the best alternate language.
A table showing these rules has been included, see Automatic Fallback Language Selection.
•
Example: For user with their Locale set to French Canadian, if prompts for that language
were not available, the Voicemail Pro would look for French prompts instead, then English
US and finally English UK.
•
? Can the language played to a caller be changed during a call.
Yes, this can be done using a Select System Prompt action. See Using the Select System
Prompt.
•
? I've used Select System Prompt, it changes the default language prompts but not my
custom prompts.
You need to use the $LOC variable in the path to your custom prompt files, see the example in
Switching Custom Prompts - Using $LOC.
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Automatic Fallback Language Selection
The following table shows various Locales that might be set in an IP Office configuration. It then shows
the first choice language prompts that voicemail will try to use, then the second choice and so on.
•
Example
For users with their Locale set to French Canadian, if prompts for that language were not
available, the Voicemail Pro would look for French prompts instead, then English US and finally
English UK.
•
The ( ) brackets indicate the Locale setting in the IP Office configuration. The following
abbreviations are the language prompt folders used by Voicemail Pro in order of preference.
•
Danish (dan): da, en.
•
Dutch (nlb, nld): nl, en.
•
English UK (eng, ena, enz): en.
•
English US (enu, enc): enu, en.
•
Finnish (fin): fi, en.
•
French (fra): fr, frc, en.
•
German (deu): de, en.
•
Greek (ell): el, en.
•
Hungarian (hun): hu, en.
•
Italian (ita): it, en.
•
Japanese (jpn): jp, en.
•
Korean (kor): ko, en.
•
Norwegian (nor): no, en.
•
Polish (plk): pl, en.
•
Portuguese (ptg): pt, ptb, en.
•
Brazilian Portuguese (ptb): ptb, pt, en.
•
Spanish (esp): es, eso, en.
•
Latin Spanish (esm): eso, es, enu, en.
•
Swedish (sve): sv, en.
•
French Canadian (frc): frc, fr, enu, en.
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Language Switching
Using the Select System Prompt
The
Select System Prompt action (Voicemail Pro 1.2.6 or higher) allows the language used within a
call flow to be changed from that of the IP Office system or the mailbox user's locale.
Example:
In a small hotel, Voicemail Pro is providing mailboxes for rooms. To assist the room users, we want to
start message collection by letting them indicate their preferred language for voicemail prompts.
1. First we created a module for language selection.
•
The module contains a Menu action with a Select System Prompt action set to the
required language for each key press.
•
For the Menu action we recorded an Entry Prompt asking the user to indicate their
language choice; "Press 1 for English, 2 pour Français, 3 por Español".
•
The Select System Prompt actions were all connected to a single Module Return action.
2. Next we altered the default start point for message collection. We inserted the Language Select
module and a Get Mail action.
3. Yes, we could have inserted the actions for language selection directly into the Collect callflow.
However by doing it as a module we can reuse the language selection process in other start
points.
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Switching Custom Prompts - Using $LOC
"The previous example shows me how to let the user indicate the language they want. That applies to
the default prompts of following call flow actions. ? But how do I switch my custom Entry Prompts
for different languages as well"
Rather than have multiple return points from the Language Select module, one for each language,
linking to separate Get Mail actions, each with an Entry Prompt in the right language we can still do it all
with the one Get Mail action. This keeps our call flow creation and maintenance a lot simpler.
Through the Get Mail action's properties we recorded an Entry Prompt for US English users which we
saved as enu\custom\getmail.wav. We then recorded similar prompt for French Canadian users and
Latin Spanish users. Note how the file name was kept the same each time and only the language folder
in which we save the file was changed.
We then deleted all except one of the entry prompt entries. Doing this doesn't actually delete the
recorded prompts. For the remaining entry we changed the file path by inserting $LOC in place of the
language folder name, ie. $LOC\custom\getmail.wav.
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VBScript
VB Script Action
This action allows an administrator to construct call flow logic via VB-Scripting. A number of
predefined methods and system variables are available. Any scripting added can be verified by pressing
the Syntax Check button.
This action has two results (Success or Failure) for which connections to following actions can be
made. The results are based on the Scripting entered in the Specific tab.
Specific Tab:
•
Enter VBScript
In the Script area enter the VB-Script as required. Details of the System variables and COM
methods that are supported are accessible by right clicking in the VB Script area.
Properties
Voicemail contains various state variables that are associated with a specific interaction with voicemail.
These include the caller id, name of the mailbox, etc. The following system variables map to properties
associated with the object:
•
$CLI – CallingParty Property (read-only).
•
$LOC – Locale Property (read-write).
•
$NAM – Name Property (read-only).
•
$RES – Result Property (read-write).
•
$SAV – SavedResult Property (read-write).
•
$VAR – Variable Property (read-write).
Properties specific to queuing call flows (for example main.Queued and main.StillQueued).
•
$QPOS – PositionInQueue Property (read-only).
•
$QTIM – EstimatedAnswer Property (read-only).
The following properties are related to the messages within the mailbox.
•
NewMsgs Property – Returns the count of new messages within the session’s mailbox.
•
OldMsgs Property – Returns the count of old messages within the session’s mailbox.
•
SavedMsgs Property – Returns the count of saved messages within the session’s mailbox.
•
LastAccessedMsg Property – Returns the name of the last recorded or accessed message.
Note: VB Scripting will only support variant types.
Internal Variables
Some of the variables that exist within Voicemail Pro can be split into smaller sections using a delimiter.
Example: A CLI contains the number 01707364143. If the call flow references the variable as CLI@0,4
then the value 01707 will be returned i.e. the first five numbers.
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VBScript Properties
CallingParty Property
The CallingParty property returns the caller id associated with the voicemail session used for VBS
interaction with Voicemail (equivalent to $CLI system variable).
•
Owning object: vmprov5.voicescript
•
String:
•
Set: This property is read-only.
•
Get: A String object containing the name of the calling party (or $CLI). For example:
•
String = Voice.CallingParty
•
Remarks: The CallingParty property is only valid for the current session to Voicemail.
•
Example
Sub Main (dlgid)
dim registration
Set Voice = CreateObject("vmprov5.voicescript")
registration = Voice.Register(dlgid)
if registration Then
dim callerid
callerid = Voice.CallingParty
end if
End Sub
EstimatedAnswer Property
The EstimatedAnswer property returns the $QTIM voicemail system variable. This is the user’s
estimated time to answer within the queue in seconds and is only appropriate for queuing callflows.
•
Owning object: vmprov5.voicescript
•
String:
•
Set: This property is read-only.
•
Get: A long containing the current value for $QTIM. For example:
•
Long = Voice.EstimatedAnswer
LastAccessedMsg Property
The LastAccessedMsg property returns the name of the last recorded message. If the IP Office TUI is
used then this will also contain the name of the last played message.
•
Owning object: vmprov5.voicescript
•
String:
•
Set: This property is read-only.
•
Get: A string object containing the fully qualified name of the last played or recorded
message. For example:
•
String = Voice.LastAccessedMsg
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VBScript
Locale Property
The Locale property gets and sets the $LOC voicemail system variable.
•
Owning object: vmprov5.voicescript
•
String:
•
Set: A string object that contains the new value for the $LOC variable. For example:
•
•
Get: A string object containing the current value for $ LOC. For example:
•
•
Voice.Locale = String
String = Voice.Locale
Example
Sub Main (dlgid)
dim registration
Set Voice = CreateObject("vmprov5.voicescript")
registration = Voice.Register(dlgid)
if registration Then
dim locale
DO SOME PROCESSING.
locale = Voice.Locale
Rem NOW SET LOCALE TO FRENCH
Voice.Locale = “fr”
DO SOME PROCESSING.
Rem NOW SET LOCALE BACK TO WHAT IT WAS
Voice.Locale = locale
end if
End Sub
Name Property
The Name property returns the name of the mailbox associated with the voicemail session used for
VBScript interaction with Voicemail (equivalent to $NAM system variable).
•
Owning object: vmprov5.voicescript
•
String:
•
Set: This property is read-only.
•
Get: A String object containing the name of the associated voice mailbox. for example:
•
String = Voice.Name
NewMsgs Property
The NewMsgs property returns the number of new messages contained within the session mailbox.
•
Owning object: vmprov5.voicescript
•
String:
•
Set: This property is read-only.
•
Get: The number of new messages within the mailbox. For example:
•
Number = Voice.NewMsgs
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OldMsgs Property
The OldMsgs property returns the number of old messages contained within the session mailbox.
•
Owning object: vmprov5.voicescript
•
String:
•
Set: This property is read-only.
•
Get: The number of old messages within the mailbox. For example:
•
Number = Voice.OldMsgs
PositionInQueue Property
The PositionInQueue property returns the $QPOS voicemail system variable. This is the user’s current
position in the queue and is only appropriate for queuing callflows.
•
Owning object: vmprov5.voicescript
•
String:
•
Set: This property is read-only.
•
Get: A string object containing the current value for $QPOS. For example:
•
String = Voice.PositionInQueue
Result Property
The Result property gets and sets the $RES voicemail system variable.
•
Owning object: vmprov5.voicescript
•
String:
•
Set: A string object that contains the new value for the $RES variable. For example:
•
•
Get: A string object containing the current value for $RES. For example:
•
•
Voice.Result = String
String = Voice.Result
Example
Sub Main (dlgid)
dim registration
Set Voice = CreateObject("vmprov5.voicescript")
registration = Voice.Register(dlgid)
if registration Then
dim result
dim success
DO SOME PROCESSING.
if success Then
Voice.Result = TRUE
else
Voice.Result = FALSE
end if
End Sub
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VBScript
SavedMsgs Property
The SavedMsgs property returns the number of saved messages contained within the session mailbox.
•
Owning object: vmprov5.voicescript
•
String:
•
Set: This property is read-only.
•
Get: The number of saved messages within the mailbox. For example:
•
Number = Voice.SavedMsgs
SavedResult Property
The SavedResult property gets and sets the $SAV voicemail system variable.
•
Owning object: vmprov5.voicescript
•
String:
•
Set: A string object that contains the new value for the $SAV variable. For example:
•
•
Voice.SavedResult = String
Get: A string object containing the current value for $SAV. For example:
•
String = Voice.SavedResult
Variable Property
The Variable property gets and sets the $VAR voicemail system variable.
•
Owning object: vmprov5.voicescript
•
String:
•
Set: A string object that contains the new value for the $VAR variable. For example:
•
•
Voice.Variable = String
Get: A string object containing the current value for $VAR. For example:
•
String = Voice.Variable
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VBScript Methods
ForwardMsg Method
The ForwardMsg method is used to forward a file or message to other mailboxes.
Voice.ForwardMsg(
file As String,
mailboxes As String,
ident As String
)
•
Parameters
•
•
file - This contains the name of the message file to be forwarded. The following formats
are allowable:
•
[GREETINGS]\greeting
Forwards the greeting stored within the greetings directory (the .WAV extension is
automatically appended).
•
[ACCOUNTS]\mailbox\message
Forwards the message stored within the specified mailbox (the .WAV extension is
automatically appended).
•
[CAMPAIGNS]\campaign\message
Forwards a campaign message stored within the specified campaign (the .WAV
extension is automatically appended).
•
If the fully qualified path is specified (drive:\path\file) then the full specified
pathname is used otherwise the file is relative to the WAVS directory.
•
mailboxes - The list of mailboxes to forward the message to (separated by non digits,
e.g. 202 203 204).
•
ident - The CLI to be associated with the message.
Return Value
This method does not return a value.
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ForwardMsgToMailbox Method
The ForwardMsgToMailbox method is used to forward a file or message to another mailbox.
Voice.ForwardMsgToMailbox(
file As String,
mailbox As String,
ident As String
) As String
•
Parameters
•
•
file - This contains the name of the message file to be forwarded. The following formats
are allowable:
•
[GREETINGS]\greeting
Forwards the greeting stored within the greetings directory (the .WAV extension is
automatically appended).
•
[ACCOUNTS]\mailbox\message
Forwards the message stored within the specified mailbox (the .WAV extension is
automatically appended).
•
[CAMPAIGNS]\campaign\message
Forwards a campaign message stored within the specified campaign (the .WAV
extension is automatically appended).
•
If the fully qualified path is specified (drive:\path\file) then the full specified
pathname is used otherwise the file is relative to the WAVS directory.
•
mailbox - The mailbox to forward the message to.
•
ident - The CLI to be associated with the message.
Return Value
The name of the new message.
FullFilename Method
The FullFilename method is used to translate the shortcut filename to the equivalent fully qualified
pathname for the file.
Voice.FullFilename(
file As String
) As String
•
Parameters
•
•
file - This contains the name of the file to be translated:
•
[GREETINGS]\greeting
The file is relative to the greetings directory.
•
[ACCOUNTS]\mailbox\message
The file is relative to the accounts directory.
•
[CAMPAIGNS]\campaign\message
The file is relative to the campaigns directory.
•
If the fully qualified path is specified (drive:\path\file) then the full specified path
name is used otherwise the file is relative to the specified locale within the WAVS
directory.
Return Value
The equivalent fully qualified path name for the specified file.
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GetCallingParty Method
The GetCallingParty method is used to obtain the $CLI session variable.
Voice.GetCallingParty(
[dlgid As Long = 0]
) As String
•
Parameters
•
•
dlgid - The connection ID as passed in to the script.
Return Value
The value of the $CLI session variable associated with the specified voicemail session.
GetDTMF Method
The GetDTMF method is used to return user’s DTMF input.
Voice.GetDTMF(
[digits As Long = 1],
[timeout As Long = 30],
[dlgid As Long = 0]
) As String
•
•
Parameters
•
digits - The maximum number of DTMF digits to capture.
•
timeout - The maximum time to wait for DTMF input.
•
dlgid - The connection ID as passed in to the script.
Return Value
The DTMF keys that were pressed.
GetEstimatedAnswer Method
The GetEstimatedAnswer method is used to obtain the $QTIM session variable.
Voice. GetEstimatedAnswer (
[dlgid As Long = 0]
) As String
•
Parameters
•
•
dlgid - The connection ID as passed in to the script.
Return Value
The value of the $QTIM session variable associated with the specified voicemail session.
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GetExtension Method
The GetExtension method is used to obtain an extension.
Voice.GetExtension(
index As Long,
) As String
•
Parameters
•
index - The extension to return. Note: The actual extension number should not be
entered as index refers to the offset number of the extension in the listing.
•
Return Value
The extension at that position within the list (an empty string if end of list).
•
Example
Sub Main (dlgid)
dim registration
Set Voice = CreateObject("vmprov5.voicescript")
registration = Voice.Register(dlgid)
if registration Then
dim index
dim ext
index = 0
Do
ext = Voice.GetExtension(index)
index = index + 1
Loop Until Len(ext) = 0
end if
End Sub
GetLocale Method
The GetLocale method is used to obtain the $LOC session variable.
Voice.GetLocale(
[dlgid As Long = 0]
) As String
•
Parameters
•
•
dlgid - The connection ID as passed in to the script.
Return Value
The value of the $LOC session variable associated with the specified voicemail session.
GetMailbox Method
The GetMailbox method is used to obtain a mailbox.
Voice.GetMailbox(
index As Long,
) As String
•
Parameters
•
•
index - The mailbox to return. Note: The actual mailbox number should not be entered as
index refers to the offset number of the mailbox in the listing.
Return Value
The mailbox at that position within the list (an empty string if end of list).
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GetMailboxMessage Method
The GetMailboxMessage method is used to obtain a message within a mailbox.
Voice.GetMailboxMessage(
mailbox As String,
msgtype As String,
index As Long,
) As String
•
•
Parameters
•
mailbox - The mailbox to return messages for.
•
msgtype - The type of messages to return. This can start with an N for new messages, O
for old messages and S for saved messages.
•
index - The message to return.
Return Value
The message at that position within the list (an empty string if end of list).
GetMailboxMessages Method
The GetMailboxMessages method is used to obtain the count of specific messages within a mailbox.
Voice.GetMailboxMessages(
mailbox As String,
msgtype As String
) As Long
•
•
Parameters
•
mailbox - The mailbox to return message counts for.
•
msgtype - The type of messages to return counts for. This can start with an N to obtain
the number of new messages, O for old messages and S for saved messages.
Return Value
The number of messages of a particular type within the mailbox.
GetMessagePriority Method
The GetMessagePriority method is used to determine whether the message was left with priority.
Voice.GetMessagePriority(
mailbox As String,
message As String
) As Boolean
•
•
Parameters
•
mailbox - The mailbox that the message belongs to.
•
message - The message to query.
Return Value
True if the message was left with priority, otherwise False.
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GetMessagePrivate Method
The GetMessagePrivate method is used to determine whether the message was left with privacy.
Voice.GetMessagePrivate(
mailbox As String,
message As String
) As Boolean
•
•
Parameters
•
mailbox - The mailbox that the message belongs to.
•
message - The message to query.
Return Value
True if the message was left with privacy, otherwise False.
GetMessageStatus Method
The GetMessageStatus method is used to obtain the state of the message within a mailbox.
Voice.GetMessageStatus(
mailbox As String,
message As String
) As String
•
•
Parameters
•
mailbox - The mailbox that the message belongs to.
•
message - The message to query. Note: The message name format should be
[Accounts]\mailbox\message. e.g. [Accounts]\Extn247\MSG00004.
Return Value
The state of the message within the mailbox. N for new, O for old, S for saved.
GetName Method
The GetName method is used to obtain the $NAM session variable.
Voice.GetName(
[dlgid As Long = 0]
) As String
•
Parameters
•
•
dlgid - The connection ID as passed in to the script.
Return Value
The value of the $NAM session variable associated with the specified voicemail session.
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GetNewMsgs Method
The GetNewMsgs method is used to obtain the number of new messages contained within the session’s
mailbox.
Voice.GetNewMsgs (
[dlgid As Long = 0]
) As Long
•
Parameters
•
•
dlgid - The connection ID as passed in to the script.
Return Value
The number of new messages contained within the session’s mailbox.
GetOldMsgs Method
The GetOldMsgs method is used to obtain the number of old messages contained within the session’s
mailbox.
Voice.GetOldMsgs (
[dlgid As Long = 0]
) As Long
•
Parameters
•
•
dlgid - The connection ID as passed in to the script.
Return Value
The number of old messages contained within the session’s mailbox.
GetPositionInQueue Method
The GetPositionInQueue method is used to obtain the $QPOS session variable.
Voice. GetPositionInQueue (
[dlgid As Long = 0]
) As String
•
Parameters
•
•
dlgid - The connection ID as passed in to the script.
Return Value
The value of the $QPOS session variable associated with the specified voicemail session.
GetRegister Method
The GetRegister method is used to retrieve a string stored in one of the session sixteen data variables.
($CP0 to $CP15).
Voice.GetRegister(
regnum As Long,
[dlgid As Long = 0]
) As String
•
•
Parameters
•
regnum - Data register to use for storage (0-15).
•
dlgid - The connection ID as passed in to the script.
Return Value
The data stored within the specified register.
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GetResult Method
The GetResult method is used to obtain the $RES session variable.
Voice.GetResult(
[dlgid As Long = 0]
) As String
•
Parameters
•
•
dlgid - The connection ID as passed in to the script.
Return Value
The value of the $RES session variable associated with the specified voicemail session.
GetSavedMsgs Method
The GetSavedMsgs method is used to obtain the number of saved messages contained within the
session’s mailbox.
Voice.GetSavedMsgs (
[dlgid As Long = 0]
) As Long
•
Parameters
•
•
dlgid - The connection ID as passed in to the script.
Return Value
The number of saved messages contained within the session’s mailbox.
GetSavedResult Method
The GetSavedResult method is used to obtain the $SAV session variable.
Voice.GetSavedResult(
[dlgid As Long = 0]
) As String
•
Parameters
•
•
dlgid - The connection ID as passed in to the script.
Return Value
The value of the $SAV session variable associated with the specified voicemail session.
GetVariable Method
The GetVariable method is used to obtain the $VAR session variable.
Voice.GetVariable(
[dlgid As Long = 0]
) As String
•
Parameters
•
•
dlgid - The connection ID as passed in to the script.
Return Value
The value of the $VAR session variable associated with the specified voicemail session.
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MessageCLI Method
The MessageCLI method is used to obtain the CLI of the caller that left the message within a mailbox.
Voice.MessageCLI(
mailbox As String,
message As String
) As String
•
•
Parameters
•
mailbox - The mailbox that the message belongs to.
•
message - The message to query.
Return Value
The CLI of the caller that left the message.
MessageDisplay Method
The MessageDisplay method is used to obtain the display field associated with the message within a
mailbox.
Voice.MessageDisplay(
mailbox As String,
message As String
) As String
•
•
Parameters
•
mailbox - The mailbox that the message belongs to.
•
message - The message to query.
Return Value
The display string associated with the message.
MessageLength Method
The MessageLength method is used to obtain the length of a message within a mailbox.
Voice.MessageLength(
mailbox As String,
message As String
) As Long
•
•
Parameters
•
mailbox - The mailbox that the message belongs to.
•
message - The message to query.
Return Value
The length of the message in milliseconds.
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MessageTime Method
The MessageTime method is used to obtain the date and time the message was left within a mailbox.
Voice.MessageTime(
mailbox As String,
message As String
) As String
•
•
Parameters
•
mailbox - The mailbox that the message belongs to.
•
message - The message to query.
Return Value
The time the message was left in the format: YEAR/MONTH/DAY HOUR:MINUTE. For example
2003/09/23 13:26.
PlayDigits Method
The PlayDigits method is used to play the digits specified through voicemail to the active connection.
Voice.PlayDigits(
digits As String,
[wait As Boolean = True],
[interruptables As String = “Any”],
[dlgid As Long = 0]
) As String
•
Parameters
•
digits - This contains the digits to be played (e.g. “12345” plays “one two three four five”).
•
wait - This is an optional parameter specifying whether voicemail should return
immediately or wait until the digits have been played first.
•
interruptables - This is for future development and should be left as default.
•
dlgid - The connection ID as passed in to the script.
•
Return Value
The key press that was used to terminate the playback.
•
Example
Sub Main (dlgid)
dim registration
Set Voice = CreateObject("vmprov5.voicescript")
registration = Voice.Register(dlgid)
if registration Then
dim key
key = Voice.PlayDigits(“12345”);
end if
End Sub
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PlayLocaleWav Method
The PlayLocaleWav method is used to play a wave file through voicemail to the active connection
taking into account the system locale.
Voice.PlayLocaleWav(
wav As String,
[wait As Boolean = True],
[interruptables As String = “Any”],
[dlgid As Long = 0]
) As String
•
Parameters
•
•
wav - This contains the name of the wave file to be played and is of the following format:
•
[GREETINGS]\greeting
Plays out the greeting stored within the greetings directory (the .WAV extension is
automatically appended).
•
[ACCOUNTS]\mailbox\message
Plays out the message stored within the specified mailbox (the .WAV extension is
automatically appended).
•
[CAMPAIGNS]\campaign\message
Plays out a campaign message stored within the specified campaign (the .WAV
extension is automatically appended).
•
If the fully qualified path is specified (drive:\path\file) then the full specified path
name is used otherwise the file is relative to the specified locale within the WAVS
directory.
•
wait - This is an optional parameter specifying whether voicemail should return
immediately or wait until the wave file has been played first.
•
interruptables - This is for future development and should be left as default.
•
dlgid - The connection ID as passed in to the script.
Return Value
The key press that was used to terminate the playback.
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PlayWav Method
The PlayWav method is used to play a wave file through voicemail to the active connection.
Voice.PlayWav(
wav As String,
[wait As Boolean = True],
[interruptables As String = “Any”],
[dlgid As Long = 0]
) As String
•
Parameters
•
wav - This contains the name of the wave file to be played or the name of a system
parameter to be spoken. The following formats are allowable:
•
$NAM
Plays the recorded name for the mailbox if one has been recorded. If a name has
not been recorded then optional TTS can be used (providing it has been licensed).
•
$TIME:hh[:mm[:ss] [ Y][ dd[/mm[/yy]]]]
Plays out the specified time and date. The hours to speak must always be
specified and optional the number of minutes, seconds, day, month and year. For
example:
•
$TIME:11
Speaks AT ELEVEN HOUR HUNDRED
•
$TIME:11:55
Speaks AT ELEVEN HOUR FIFTY FIVE
•
$TIME:11:55:13
Speaks AT ELEVEN HOUR FIFTY FIVE
•
$TIME:11:55 Y
Speaks YESTERDAY AT ELEVEN HOUR FIFTY FIVE
•
$TIME:11:55:13 Y
Speaks YESTERDAY AT ELEVEN HOUR FIFTY FIVE
•
$TIME:11:55 21/09/03
Speaks AT ELEVEN HOUR FIFTY FIVE [1SEC PAUSE] DATE TWENTY
FIRST SEPTEMBER
•
$QPOS [:position]
This plays out “You are at queue position” position “in the queue”.
•
$QTIM [:eta]
This plays out “Estimated time to answer is” eta “minutes”.
•
$MSGN:msgs
Plays out the specified number of old messages (e.g. $MSGN:10 = “You have ten
new messages”.
•
$MSGO:msgs
Plays out the specified number of old messages (e.g. $MSGN:0 = “You have no
old messages”.
•
$MSGS:msgs
Plays out the specified number of old messages (e.g. $MSGS:5 = “You have five
saved messages”.
•
$CID, $CLI, $CP, $DATE, $DBD, $DLG, $ETA, $KEY, $LOC, $POS, $SAV,
$TIME, $UUI, $VAR
Plays out the contents on one of the system variables.
•
If the string just contains numbers, then the digits are played, for example 12345
plays "one two three four five".
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•
[GREETINGS]\greeting
Plays out the greeting stored within the greetings directory (the .WAV extension is
automatically appended).
•
[ACCOUNTS]\mailbox\message
Plays out the message stored within the specified mailbox (the .WAV extension is
automatically appended).
•
[CAMPAIGNS]\campaign\message
Plays out a campaign message stored within the specified campaign (the .WAV
extension is automatically appended).
•
If the fully qualified path is specified (drive:\path\file) then the full specified
pathname is used otherwise the file is relative to the WAVS directory.
•
wait - This is an optional parameter specifying whether voicemail should return
immediately or wait until the wave file has been played first.
•
interruptables - This is for future development and should be left as default.
•
dlgid - The connection ID as passed in to the script.
•
Return Value
The key press that was used to terminate the playback.
•
Example
Sub Main (dlgid)
dim registration
Set Voice = CreateObject("vmprov5.voicescript")
registration = Voice.Register(dlgid)
if registration Then
dim key
key = Voice.PlayWav(“test”, True, “Any”, dlgid);
end if
End Sub
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RecordMsg Method
The RecordMsg method is used to record a user’s speech input to the specified file.
Voice.RecordMsg(
recording As String,
maxtime As long,
[interruptables As String = “Any”],
[appendtofile As Boolean = False],
[dlgid As Long = 0]
) As String
•
Parameters
•
•
recording - This contains the name of the file for the recording to be stored to and can be
in the following formats:
•
[GREETINGS]\greeting
Stores the recording in the specified file within the greetings directory.
•
[ACCOUNTS]\mailbox\message
Stores to the specified message within the specified mailbox.
•
[CAMPAIGNS]\campaign\message
Stores to the specified message within the specified campaign.
•
If the fully qualified path is specified (drive:\path\file) then the full specified
pathname is used otherwise the file is relative to the specified locale within the
WAVS directory.
•
maxtime - The maximum recording length specified in seconds.
•
interruptables - This is for future development and should be left as default.
•
appendtofile - Set to true if the recording should be appended to the file, false to clear
the file first.
•
dlgid - The connection ID as passed in to the script.
Return Value
The key press that was used to terminate the recording.
RecordRegister Method
The RecordRegister method is used to record a user’s speech input to the specified file stored in the
specified register.
Voice.RecordRegister(
regnum As Long,
[maxtime As Long = 60],
[interruptables As String = “-1”],
[dlgid As Long = 0]
) As String
•
•
Parameters
•
regnum - Data register containing file to store recording to.
•
maxtime - The maximum recording length specified in seconds.
•
interruptables - This is for future development and should be left as default.
•
dlgid - The connection ID as passed in to the script.
Return Value
The key press that was used to terminate the recording.
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Register Method
The Register method is used to determine whether the voicemail session that was used to launch the
VB script is still active.
Voice.Register(
dlgid As Long
) As Boolean
•
Parameters
•
dlgid - An ID that is associated with the Voicemail connection. This is passed as a
parameter to the VB script.
•
Return Value
A Boolean variable indicating whether the specified voicemail session is still active.
•
Example
Sub Main (dlgid)
dim registration
Set Voice = CreateObject("vmprov5.voicescript")
registration = Voice.Register(dlgid)
if registration Then
do something.
end if
End Sub
SetLocale Method
The SetLocale method is used to set the $LOC session variable.
Voice.SetLocale(
locale As String,
[dlgid As Long = 0]
)
•
•
Parameters
•
locale - The new value for the $LOC variable.
•
dlgid - The connection ID as passed in to the script.
Return Value
This method does not return a value.
SetMailboxMessage Method
The SetMailboxMessage method is used to modify a message within a mailbox.
Voice.SetMailboxMessage(
mailbox As String,
message As String,
msgtype As String,
)
•
•
Parameters
•
mailbox - The mailbox that the return message belongs to.
•
message - The message to modify. The message name format should be
[Accounts]\mailbox\message. For example [Accounts]\Extn247\MSG00004.
•
msgtype - The new statue type for the message. This can start with an N for new, O for
old and S for saved.
Return Value
This method does not return a value.
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VBScript
SetRegister Method
The SetRegister method is used to store a string in one of the sixteen session data variables ($CP0 to
$CP15).
Voice.SetRegister(
regnum As Long,
data As String,
[dlgid As Long = 0]
)
•
•
Parameters
•
regnum - Data register to use for storage (0-15).
•
data - The data to store within this register.
•
dlgid - The connection ID as passed in to the script.
Return Value
This method does not return a value.
SetResult Method
The SetResult method is used to set the $RES session variable.
Voice.SetResult(
result As String,
[dlgid As Long = 0]
)
•
•
Parameters
•
result - The new value for the $RES variable.
•
dlgid - The connection ID as passed in to the script.
Return Value
This method does not return a value.
SetSavedResult Method
The SetSavedResult method is used to set the $SAV session variable.
Voice.SetSavedResult(
result As String,
[dlgid As Long = 0]
)
•
•
Parameters
•
result - The new value for the $SAV variable.
•
dlgid - The connection ID as passed in to the script.
Return Value
This method does not return a value.
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SetVariable Method
The SetVariable method is used to set the $VAR session variable.
Voice.SetVariable(
variable As String,
[dlgid As Long = 0]
)
•
•
Parameters
•
variable - The new value for the $VAR variable.
•
dlgid - The connection ID as passed in to the script.
Return Value
This method does not return a value.
Speak Method
The Speak method is used to speak out the specified speech provided TTS has been licensed.
Voice.Speak(
text As String,
[wait As Boolean = True],
[interruptables As String = “Any”],
[dlgid As Long = 0]
) As String
•
•
Parameters
•
text - This contains the text to be spoken.
•
wait - This is an optional parameter specifying whether voicemail should return
immediately or wait until the wave file has been played first.
•
interruptables - This is for future development and should be left as default.
•
dlgid - The connection ID as passed in to the script.
Return Value
The key press that was used to terminate the playback.
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Index
$
$CLI 2, 94, 103, 104, 130,
131, 134, 138, 145, 146, 152
$KEY 130, 148
$NAM 130
$RES 130
$SAV 130
$VAR 130
0
00N 95
1
10
set 148
100Mbps 7
104
entering 137
1234.wav
Entering 131
1234.wav 131
128MB RAM 7
1GB 7
1MB
requires 88, 92, 110
1MB 7, 88, 92, 110
1MB file 41
2
20
on hold 112
20CC 108
20CC Phones 108
255.255.255.255
set 91
256MB RAM 7
A
Access a campaign
Access a campaign 134
Access a campaign 134, 168
Access Code 145, 192
Access from a Trusted
Extension 104
Access from Any Extension
for a Specific User 104
Access from Any Extension
for All Users 103
Access Voicemail from
Another Extension 103
Accessing
Campaign 168
Microsoft Exchange Server
3
SMTP Server 3
Accessing 3, 103, 104, 108,
128, 168
Accessing a Campaign 168
Accessing Hunt Group
Voicemail Using
Short Code 109
Accessing Hunt Group
Voicemail Using 109
Accessing Hunt Group
Voicemail Using a Short Code
109
Accessing Voicemail
Group 109
Remote Access 103
Accessing Voicemail 103,
104, 109
Accessing Voicemail from
External Location 104
Accessing Voicemail from 104
Accessing Voicemail from an
External Location 104
Account Code 130
Account Details 88
Account Name 89
Action
Adding 121
Call List 147
Editing 121
Action 147, 149
Action accesses 144
Action allows 134, 144, 147,
150, 152, 156
Action disconnects 140
Action opens 155
Action plays 147, 151, 158
Action sets
variable 153
Action sets 153
Action transfers 146, 149
Actioning campaign messages
168
Actions
Assisted Transfer 149
Campaign 143
Check Digits 154
CLI Routing 146
Clock 151
Configuration Menu 145
Deleting 121
Description 137
Dial by Name 148
Disconnect 140
Edit Play List 144
eMail 151
General tab 137
Generic 139
Get Mail 141
Goto 140
Home 140
Leave Mail 141
Listen 142
Menu 139
Module Return 140
Name 144
Open Door 151
Pin 137
Play Configuration Menu
145
Play List 144
Post Dial 152
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Prompts tab 137
Question 142
Queue ETA 158
Queue Position 158
Record Name 144
Reporting tab 138
Results tab 138
Select System Prompt
Language 145
Set User Variable 153
Test Condition 153
Test User Variable 153
Transfer 146
Voice Question 142
Voicemail Pro allows 107
Whisper 147
Actions 2, 107, 112, 115, 117,
118, 120, 121, 122, 129, 130,
133, 134, 137, 138, 139, 140,
141, 142, 143, 144, 145, 146,
147, 148, 149, 150, 151, 152,
153, 154, 155, 156, 157, 158,
159, 160, 161, 166, 167, 168,
189
Actions according 147
Actions having 121
Actions relate
leaving 134
Actions relate 134
Actions share 133
Add
Action 121
Condition 162
Conditions 162
Connection 122
Prompt 131
VMP files 123
Add 2, 4, 10, 94, 104, 108,
117, 121, 122, 123, 128, 131,
133, 134, 137, 142, 159, 162,
163, 165, 166
Add/Remove 10
Adding
Modifying & Deleting
Campaigns 166
Adding 16, 139, 152, 166
Adding a Condition 162
Adding a Connection 122
Adding a Module to a Start
Point 159
Adding an Action 121
Address
Browsing 165
Address 165
Address>/campaign/campcgi.
html 165
Administration 162
Administration Manual 94
Administration menu 124
Administration Tool 3
Advanced Tab 155
Advice on Call Recording 124
Page 227
40DHB0002USAW Issue 12c (5th May 2004)
Voicemail Pro Installation
After uninstalling 10
Alarm Set 151
Alarm Set Action 151
Alert 192
All Tab 155
All Users
Any Extension 103
All Users 103
Allows
callflow 156
Allows 156
Alphanumeric Action 150
AND 156, 161, 162, 163
And/or 2, 139
And/or group 148
Annotation 138
Any Extension
All Users 103
Any Extension 103
Ask
online 97
Ask 97
Assisted Transfer Action 120,
122, 149
AuditTrail.txt 145
Audix 9
Audix Intuity 190
Audix Voicemail 9
Authentication 89
AutoAttend 160
Automatic Message Deletion
191
Available Actions 134
Avaya 1, 4, 5, 7, 139
Avaya 20 Series 189
Avaya Intuity Audix 1
Avaya TTS 9, 80
Avaya voicemail 190
B
B 161
Back button
use 16
Back button 16
Backing
Up 10
Backing 10
BLF
incorporates 167, 168
BLF 167, 168
Both users 148
Branch
callflow 130
Branch 130
Brazilian 5
Browse 16, 87
Browse button
Use 10
Browse button 10
Browser Requirements 165
Browsing
Address 165
Campaign 165
Browsing 165
BSTR 152
BSTR interruptable 152
BSTR interruptables 152
BSTR msg_name 152
BSTR speechstr 152
BSTR Value 152
BSTR wav1 152
BSTR wavname 152
Busy 122, 146
C
C 10, 16, 152
Calendar 161, 163
Calendar element 163
Call Forwarding 145
Call List Action 147
Call Status 146
Call Waiting 97
Callback 94, 118, 120, 138,
145
Callback Number 145
Callback Start Point 94
Caller's Mailbox 141, 142
Callflow
Allows 156
branch 130
copy 10
during 145
Callflow 10, 118, 130, 133,
140, 145, 152, 156, 159
Callflows 10
Calls
Voicemail 97
Calls 97
Campaign
Accessing 168
Action messages 168
Calls to 168
Customer Menu 167
Customer Prompts 166
Introduction 165
Name 167
Park Slot 167
Web access 165
Campaign 2, 11, 16, 115, 117,
125, 143, 165, 166, 167, 168
Campaign Action 143, 166,
168
Campaign Directory 125
Campaign hear 165
Campaign Identification 167,
168
Campaign System
Preferences 125
Campaign System
Preferences. 125
Campaign Web 11
Campaign Web Access 165
Campaign Web Component 3,
165
Campaign Wizard 166
Campaigns
Campaign Action 143
Campaigns 3, 6, 7, 143, 167
Campaigns allow 2
Canadian 5
Voicemail Pro Installation & Maintenance
IP Office
CCC
want 138
CCC 138
Central America 189
Centralized QSIG Audix
Voicemail 1
Challenge 89
Challenge Response
Authentication 16
Check Digits Action 154
China 189
Chinese 5
Choose Setup Language 80
CLI match 146
CLI Routing Action 146
CLI's allows 2
Clock Action 151
Close 10
Collect 98, 110, 118, 120,
134, 143, 149, 151, 189
Collecting Messages
Group 109
Remote Access 103
Collecting Messages 103, 109
COM 152
COM Methods Supported 152
Compare 130, 163
Condition 163
Condition Action 153
Condition element 163
Conditions
Calendar element 163
Compare element 163
Condition element 163
Test Condition Action 153
Week Planner element 163
Conditions 6, 115, 117, 130,
134, 153, 161, 162, 163
Conditions Editor 115, 117,
153, 161, 162
Conference Finished 149
Conference Full 149
Conference Not Started 149
Configuration
PBX 91
Source Number 94
User 92
Configuration 1, 7, 11, 80, 87,
91, 92, 94, 108, 117, 120,
134, 190
Configuration Menu 120
Configuration Menu Action
145
Connection point 121
Connection string 155
Connection Tab 155
Connections
Adding 122
Delete 122
on constructing 155
Results 122
results represents 122
Connections 4, 7, 89, 117,
121, 122, 139, 140, 146, 147,
Page 228
40DHB0002USAW Issue 12c (5th May 2004)
Index
148, 149, 150, 152, 153, 154,
155, 157, 159, 167
Contains
expandable/contractible list
116
Contains 116
Continuous Loop 95
Control 139
Control Panel 87
Control Unit 4
Copy
callflow 10
Copy 10, 192
Countries 5
CP 152
CP3 156
Creating 159
Creating a Module 159
Criteria Section 156
Custom Install 11
Customer
Enter 80
Customer 80
Customer Menu 167
Customer Prompts 166
Customised Operation 115
D
Danish 5
Data Channels 4
Data Link Properties
open 155
Data Link Properties 155
Database
Export 123
Import 123
Database 3, 9, 10, 87, 116,
117, 123, 134, 139, 152, 155,
156, 157, 165
Database Close Action 157
Database Execute Action 156
Database Get Data Action 156
Database Open Action 155,
156
Database Open Icon 156
Database Service 3
Database succeeds 155
Date 11, 115, 145, 156
DB Backup 123
DBD 139, 156
DBData variable 156
Default 146
Default No Answer Time 91
Default Operation 115
Default Start Points 118, 120
Default Telephony Interface
124
Default Telephony Operation
190
Defaultvalue 152
Delete
Action 121, 122
Connection 122
Delete 41, 92, 97, 110, 117,
121, 122, 127, 128, 137, 142,
151, 152, 162, 166, 167, 168,
190, 191
Deleted after… 127
Deleting a Connection 122
Deleting an Action 121, 122
Description 9, 137, 147, 149,
152
Deselect 163
Destination 91, 94, 104, 148,
160
DHCP 7
Dial by Name 148, 189
Dial by Name Action 148
Dial In Source Numbers 94
Digit
Sequence 139
Digit 139
Direct Access 104
Direct Access from a Trusted
External Location 104
Disconnect Action 140, 153
Disk Space 7
Display Phone Indication 108
Displaying and Accessing
Hunt Group Messages 108
Do Not Distrub 145
Do Not Disturb 97
Dropdown list 156
DSS key 167, 168
DTMF
indicate 139
sequence 154
DTMF 139, 154, 156
DTMF Data 150
DTMF key 130
During
callflow 145
During 145
E
EConsole 98
Edit
Action 121
Voicemail Pro GUI 10
Edit 10, 116, 117, 120, 121,
122, 123, 137, 142, 144, 145,
155, 162, 166
Edit Play List Action 120, 144
Edit Value 155
Editing an Action 121
Elements 130, 161, 162, 163
Email 1, 2, 3, 7, 16, 41, 88,
89, 92, 110, 126, 134, 151,
191, 192
eMail Action 142, 151
Email address 151
Email inbox 41
Email Mode 145, 192
Email running 3
Email Server 7
Email Settings 88
Email Settings dialog 16
Emails 16
Emails file 88
Embedded Voicemail 1, 4
Voicemail Pro Installation & Maintenance
IP Office
En/MC_00 131
En/MC_01 131
End 156
English 5, 190
Enter Information 156
Enter P 94
Enter VBScript 152
Entering
104 137
1234.wav 131
Customer 80
SMTP 16
VB-Script 152
VM 160
Entering 16, 80, 131, 137,
152, 160
Entry 137, 139, 150
Entry Prompts tab 131, 137
Equating
Exchange 7
Equating 7
ETA 130, 158
Exchange
equating 7
Exchange 7, 41
Exchange Server 3, 41
Exchange Server Knowledge
41
Exchange User 7
Existing
TTS 80
Existing 80
Existing Campaign 166
Existing System
Upgrading 10
Existing System 10
Expandable/contractible list
contains 116
Expandable/contractible list
116
Export 10, 116, 123, 159
External 146
External Location
Accessing Voicemail from
104
External Location 104
Extn201 98, 104
Extn214 104
F
F 139
F6
Pressing 161
F6 161
F7
Pressing 166
F7 166
F8
Pressing 129
F8 129
FAIL 155
Failure 149, 152
False 122, 146, 148, 154
Fax Calls 139
File
Page 229
40DHB0002USAW Issue 12c (5th May 2004)
Voicemail Pro Installation
Import or Export 123
Include 123
Save & Make Live 123
Save as 123
View as Text 123
File 41, 92, 110, 116, 123,
124, 125, 131, 142, 145, 150,
151, 152, 165, 190
File contains 10, 116, 142
File routing 165
File VMData.mdb 10
Files
.WAV 41
Files 10, 41, 88, 123, 137,
144, 152
Finish
start 10
Finish 10
Finnish 5
Follow Me Number 145
Following
License Keys 9
No Answer 147, 149, 167
Following 9, 147, 149, 167
For help 110
Forward 192
Forwarding Number 145
Fred 130
G
Gateway Service 3
General 7, 115, 124, 130, 137,
140, 145
General Tab 137, 140, 145
General tab provides 137
Generic Action 130, 139
German 5
Get Mail 148
Get Mail Action 120, 141
GetCallingParty 152
GetDTMF 152
GetEstimatedAnswer 152
GetLocale 152
GetPositionInQueue 152
GetRegister 152
GetResult 152
GetVariable 152
Give Error Messages 95
Goto Action 140
Greek 5
GREETING 192
Group
Service Mode 145
Voice Recording 2
Group 2, 16, 91, 94, 95, 98,
103, 107, 108, 109, 110, 111,
115, 118, 134, 138, 145, 148,
158, 160
Group ID 95, 98, 103, 104,
109, 160
Group Ringback 94
Groups 4, 104, 107, 112, 118,
146, 147
Guide 189
H
H 94, 107
H<group name 94, 108
Hangup Action 140
Help 92, 97, 110, 150, 155
HMain 94
Home Action 140
Hours
Out 111, 146
Hours 111, 146
Hours Fallback Group
Out 111
Hours Fallback Group 111
Hours Greeting
Out 111
Hours Greeting 111
Hours Greetings
Out 107
Hours Greetings 107
Hours Operation 111
Housekeeping
Automatic Message
Deletion 191
Housekeeping 191
Housekeeping Preferences
127
HRESULT 152
Hungarian 5
Hunt Group
Service Mode 145
Voice Recording 2
Hunt Group 2, 145
Hunt Group Configuration 110
Hunt Group Messages 107,
108
Hunt Group Queuing 112
Hunt Group Voicemail 94,
107, 108
Hunt Group Voicemail
Indication 94
Hunt Groups 2, 4, 91, 94, 107,
108, 109, 110, 111, 112, 118,
120, 122, 130, 134, 145, 160
I
Icon display
User Defined Variables
menu 129
Icon display 129
Icons 41, 116, 117, 121, 122,
124, 129, 139, 156, 162
ID 149
Ie 7
Import 10, 116, 123, 159
Import Call Flows 10
IMPORTANT 107
Importing and Exporting 123
IMS
License 7
part 7
IMS 1, 2, 3, 7, 41, 87
IMS Administration Tool 3
IMS and/or Campaigns 7
IMS Client Package 3
Voicemail Pro Installation & Maintenance
IP Office
IMS Database Service 87
IMS email 88
IMS Gateway Service 87
IMS Pro 7
IMS Server 3
IMS Server Configuration 87
IMS user 3
IMS Voice Service 3, 87
IMSAdmin 7
Include 1, 11, 94, 95, 98, 104,
109, 123, 145, 147, 148, 156,
158, 160, 162, 191
Including Other Files 123
Incoming Call Route
Voicemail 104
Incoming Call Route 104
IncomingCallRoute 160
Incorporates
BLF 167, 168
Incorporates 167, 168
Indicate
DTMF 139
Indicate 139
INSERT 156
Insert Disk 80
INSERT….VALUES 156
Install 7, 10, 11, 126, 149, 191
Installation
installed during 11
Installation 1, 5, 7, 10, 11, 16,
41, 80, 94, 165
Installed during
installation 11
Installed during 10, 11
Installing 1, 3, 5, 6, 9, 11, 16,
80, 87, 97, 128, 145, 165, 190
InstallShield Wizard 11
Integral 91
Integrated Messaging 9
Integrated Messaging Server
87
Integrated Messaging Service
41
Integrated Messaging Service
(IMS) 41
Integrated Messaging System
1, 2, 3
Internal 146
International 95
Internet Explorer 5.01 7
Internet Explorer 5.5 7
Interrupt_key 152
Interruptkey 152
Interruptkeys 152
Intranet 165
Introduction
Campaigns 165
Modules 159
Introduction 159, 165
Introduction to Campaigns
165
Introduction to Modules 159
Intuity
Voicemail Pro defaults 190
Page 230
40DHB0002USAW Issue 12c (5th May 2004)
Index
Intuity 1, 2, 5, 9, 97, 103, 104,
116, 124, 189, 190, 191
Intuity Audix 9
Intuity Mailbox 103, 104
Intuity Mailbox Mode 189
Intuity Mode 5
Invalid Conference 149
IP 7
IP 401 4
IP 403 4
IP 406 4
IP 412 4
IP Address 7, 91
IP Office 1, 2, 3, 4, 5, 6, 7, 10,
11, 16, 80, 87, 91, 92, 94, 97,
107, 116, 118, 124, 151, 152,
189, 190, 191, 192
IP Office Administrator's CD 1
IP Office Configuration 11, 16,
91
IP Office Control Unit 7, 151
IP Office Feature Key Server
3, 7
IP Office Job Aid 001
Centralized 1
IP Office Job Aid 050
Centralized QSIG Audix
Voicemail 1
IP Office Job Aid 70 152
IP Office Mailbox 94
IP Office Mailbox Mode 189
IP Office Manager 5, 7, 192
IP Office Manager application
4, 80, 91
IP Office Manager
Configuration 16
IP Office Mode 5, 97
IP Office mode supports 97
IP Office supports 189
IP Office VM Pro 87
IP Office's configuration 80,
91, 108
IP Office's No Answer Time
107
IP400 3rd Party TTS SPPRT
RFA 9
IP400 3rd PRTY IVR RFA 9
IP400 Avaya TTS RFA 9
IP400 VB Scripting RFA 9
IP400 VPIM RFA 9
IP401 1
IP401 Control Unit 1
Italian 5
ITU 148
J
Japanese 5
John Smith 92
K
Korean 5
L
LAN
switching 7
LAN 4, 7
Language Support 5
Latin 5
Leave
actions relate 134
VMAIL 97, 192
Leave 7, 92, 97, 111, 118,
120, 134, 141, 142, 143, 148,
151, 192
Leave Mail 148
Leave Mail Action 120, 141,
151
Leaving Messages 192
Licence Key 9
License
IMS 7
License 7
License Keys
following 9
License Keys 1, 9
Line 91, 95, 98, 103, 104, 109,
151, 160
Linked 152
Listen 148, 192
Listen Action 120, 142, 147
Lite 4
LOC 152
Locale 5
Logging Levels 87
Logic Settings 161, 162
Logical Setting 162
M
Mail Server Name 89
Mailbox Code 145
Mailbox Modes 1
Mailbox Names 4
Make Live 10, 123, 124, 190
Manager 4, 5, 11, 80, 92, 94,
97, 103, 104, 110, 111, 118
Manager application 2, 4, 91,
148, 160, 190
MAPI 3, 110, 126
MAPI Client 3
MAPI Password 126
MAPI Profile 126
MAPI System Preferences
126
MAPI System Preferences.
126
Max Message Time 124
Maxtime 152
MB 7
Mdb 10, 123
mdb files 123
Media 131
Menu Action 139
Menu Action supports 139
Menu button 108
MESSAGE 192
Message storage 97
Message Time 124
Message Waiting Lamp 108
MessageCLI 152
MessageLength 152
Messages 94, 108
Voicemail Pro Installation & Maintenance
IP Office
Messages Through
Playing 41
Messages Through 41
Microsoft 41
Microsoft Exchange 1, 3
Microsoft Exchange Server
access 3
Microsoft Exchange Server 3
Microsoft IIS 3
Microsoft IIS Web Server 7,
16
Microsoft Internet Explorer 3
Microsoft Internet Explorer 5.0
165
Microsoft Outlook 41
Microsoft Personal Web
Server 7, 16
Microsoft Web Server 7, 165
mod files 123
Modify
user 128
Modify 128, 166
Modify button 128
Module
Create 159
Module Action 159
Module Return 122, 140, 159
Module Return Action 122,
140, 159
Modules
Creating 159
Export 123
Import 123
Introduction 159
Module Return Action 140
Modules 1, 9, 115, 116, 118,
121, 122, 123, 130, 133, 134,
140, 159, 160
MS Exchange 7
Msg_cli 152
Msg_length 152
Msgs 108
MUST 128
Mywavs/hello.wav 152
N
NAM 130, 131
Name
Action 137
Campaign 167
Token 137
Name 4, 7, 10, 11, 16, 87, 89,
94, 95, 108, 123, 126, 128,
130, 131, 134, 137, 138, 140,
141, 142, 144, 145, 148, 152,
153, 155, 156, 159, 160, 162,
165, 166, 167, 189
Name Action 144
Name ending 10
Name greeting 189
Name matches 160
Named Special 160
Net Runtime 1.1 11
Netscape 3, 165
Network Settings 155
Page 231
40DHB0002USAW Issue 12c (5th May 2004)
Voicemail Pro Installation
New messages 92, 97, 110,
127
Next 10, 11, 16, 80, 121, 122,
155, 156
Next result 122
Night Service 111
No Answer
following 147, 149, 167
No Answer 122, 146, 147,
149, 167
No Answer Time 97
No DTMF Data 150
None 87
Normally IMS 41
North 189
Norwegian 5
NOT 161, 162
NT 7
NT Domain 7
NT4 7
Number
ScanSoft 80
Simultaneous 4
Number 4, 80
Number of Simultaneous
Voicemail Users 4
O
Off 7, 92, 97, 110, 190, 192
OK
selecting 139
OK 11, 80, 128, 139, 155, 162
Old Messages 127
OLE DB Provider
Select 155
OLE DB Provider 155
On 1, 2, 3, 4, 5, 6, 7, 11, 16,
41, 80, 87, 88, 89, 91, 92, 94,
97, 107, 108, 110, 112, 117,
118, 121, 124, 126, 128, 129,
133, 134, 139, 144, 145, 146,
147, 148, 149, 150, 151, 152,
154, 155, 156, 158, 160, 162,
163, 165, 166, 168, 190, 192
On Avaya 20 Series 2, 192
On constructing
connection 155
On constructing 155
On hold
20 112
On hold 112
On IP 401 4
On IP401 2
On Upgrading 11
On Windows 98 6
On Windows NT 6
On Windows NT/2000/XP 11
On Windows NT4 3
Online
ask 97
Online 97
Only groups 148
Only users 148
Open
Data Link Properties 155
Speech 139
Windows Control Panel 10
Open 10, 139, 155
Open and/or 134
Open Door Action 151
Optional 89
OR 156, 161, 162, 163
Other callflows 153
Out
Hours 111, 146
Hours Fallback Group 111
Hours Greeting 111
Hours Greetings 107
Service 111
Service Fallback Group
111
Out of Hours Operation 111
Outlook 97/98/2000, Outlook
Express 3
Overflow Group 112
Overflow Time 112
Overview
Remote Access 103
Voicemail Pro 115
Overview 1, 103, 115, 133,
189
Overview of Actions 133
Overview of Remote Access
103
Overview of Voicemail Pro
115
P
P<Telephone Number 94
P917325559876 94
Park Slot 167, 168
Park Slot Number 167, 168
Parked… 167
Part
IMS 7
Part 7
Password
MAPI 126
Voicemail 124
Password 16, 89, 91, 110,
124, 126, 149, 192
Password need 89
Path Setting 87
PBX 91
PC 1, 3, 7, 10, 11, 41, 87, 91,
97, 126, 131, 144, 145, 151,
165, 189
PC Multimedia 131
PC's
Program Files/Avaya/IP
Office/Voicemail
Pro/Vm/vmprov5.exe 16
PC's 16, 41
Pentium 200 7
Perform
timeout 139
Perform 139
Phone Manager 94, 97, 98,
108, 168
PhoneManager
Voicemail Pro Installation & Maintenance
IP Office
Refer 189
PhoneManager 189
PhoneManager application
189
PhoneManager Pro 189
Pin 137, 140, 145, 149
Play Advice on Call Recording
124
Play Configuration Menu
Action 145
Play List Action 144
PlayDigits 152
PlayLocaleWav 152
PlayMsg 152
Plays
Messages Through 41
variable 131
WAV 152
Plays 41, 131, 152
PlayWav 152
Please Select 140
Port 16
Port Number 89
Portuguese 5
POS 130
Position 117, 130, 134, 137,
152, 158, 166
Post 152
Post Dial Action 152
Power Conferencing Action
149
Preferences
MAPI 126
Remote Campaign
Directory 125
Voicemail 124
Preferences 16, 117, 123,
124, 125, 126, 127, 128, 190
Pre-Installation Requirements
Refer 11
Pre-Installation Requirements
11
Press F6 162
Pressing
F6 161
F7 166
F8 129
Syntax Check button 152
VOICE 108, 192
Pressing 108, 129, 147, 152,
161, 166, 192
Procedure. 10
Profile 111, 126
Program Files/Avaya/IP
Office/Voicemail
Pro/Vm/vmprov5.exe
PC's 16
Program Files/Avaya/IP
Office/Voicemail
Pro/Vm/vmprov5.exe 16
Programs 116
Prompt Availability 5
Prompt confirms 153
Prompt played 166
Page 232
40DHB0002USAW Issue 12c (5th May 2004)
Index
Prompts 5, 10, 103, 104, 112,
123, 124, 130, 131, 134, 137,
139, 141, 142, 144, 145, 147,
148, 150, 151, 152, 153, 154,
158, 166, 167, 190, 192
Prompts tab 137, 139, 150,
158
Properties 121
Provider Tab 155
PWS 3
Q
QPOS 152
QSIG 1
QTIM 152
Question Action 142
Queue ETA Action 158
Queue greeting 112
Queue Position Action 158
Queue Ring Time 112
Queue Ring Time defines 112
Queued 112, 118, 120, 158
Queuing 92, 107, 112, 117,
118, 120, 122, 130, 134, 152,
158
Queuing Limit 112
R
Reception 92, 94, 129
Record
Response 142
saying 131
Record 131, 142
Record key 166
Record Key Press 166
Record Name Action 120, 144
Record Voice 166
Recording/Prompts 147
RecordMsg 152
RecordRegister 152
Refer
PhoneManager 189
Pre-Installation
Requirements 11
Refer 11, 189
Regid 152
Regional Setting 190
Regnum 152
Relevant Sections 115
Remote Access
Overview 103
Remote Access 92, 103
Remote Campaign Directory
125
Remove 10
Reporting Tab 138
Requires
1MB 88, 92, 110
Requires 88, 92, 110
RES 130, 131, 152
Response
Record 142
Response 142
Result Failure 149
Result occurs 122
Results
Connections 122
Results tab 138
Results 121, 122, 129, 130,
131, 133, 138, 146, 147, 148,
149, 150, 152, 153, 154, 155,
156
Results represents
connection 122
Results represents 122
Results Tab 138
Return Action 140
Retval 152
Reuslt 155
RFA 9
Ringback
Group 94
Ringback 92, 94, 108
Root.vmp 10, 123, 124
Route 146
Route by Call Status 146
Route calls to a campaign 168
Route Incoming Call Action
146
Routing User Calls to
Voicemail 97
Run Manager 11
Running a Module Directly
from a Short Code 160
Running a Module Directly
from an External Call 160
Russian 5
S
Sales 109
Save 10, 124, 130, 190
Save & Make Live 117, 123
Saved Messages 127
Saving and Making Live 123
Saving messages 97
Saying
Record 131
Saying 131
ScanSoft
number 80
ScanSoft 9, 80
ScanSoft Speech 80, 139
SCN 1
Scripting 152
See Basic Actions 117
See Mailbox Actions Mailbox
Actions 117
See Mailbox User Controls 1
See Miscellaneous Actions
117
See Telephony Actions 117
See Voice Recording 124
Select
OK 139
OLE DB Provider 155
VPIM 128
Select 128, 139, 155, 156
Select Add/Remove Programs
10
Select Administration 190
Voicemail Pro Installation & Maintenance
IP Office
Select Browse 88
Select Delimiters 156
Select Information 156
Select OK 190
Select System Prompt
Language 145
Select System Prompt
Language Action 145
Select user/group 134
SELECT…FROM 156
Selected Fields 156
Sequence
Digits 139
DTMF 154
Tones 139
Sequence 139, 154
Series 97, 192
Series Phones 108
Server Configuration 87
Server Directory 124
Server PC 3
Server Requires
Authentication 16, 89
Servers 16, 87, 145
Service
Out 111
Service 3, 111
Service Fallback Group
Out 111
Service Fallback Group 111
Service Mode 145
Set
10 148
255.255.255.255 91
Set 91, 148
Set User Variable 129, 153
Set User Variable Action 129,
153
SetRegister 152
SetResult 152
Settings 16, 87
SetVariable 152
Short Code Start Points 129
Short Code.xxx 140
Short Codes
Accessing Hunt Group
Voicemail Using 109
Short Codes 95, 98, 103, 104,
107, 109, 111, 115, 118, 129,
134, 140, 151, 153, 160
Simultaneous
Number 4
Simultaneous 4
Sleep/power 7
Small Office Edition 1, 4, 7
SMTP
Enter 16
SMTP 7, 16
SMTP Email Servers 89
SMTP Email Settings 89
SMTP Server
access 3
SMTP Server 3
SMTP Server Settings 89
Page 233
40DHB0002USAW Issue 12c (5th May 2004)
Voicemail Pro Installation
Source Number Configuration
94
Source Numbers 104, 108
South 189
Spanish 5
Speak Text Action 139
Speaks 131, 139
Specific Start Points 118, 120
Specific Tab 133, 137, 139,
140, 141, 142, 143, 144, 145,
146, 147, 148, 149, 150, 151,
152, 153, 154, 155, 156, 158
Speech
open 139
Text 139
Speech 5, 139
Speech Directory 124
SQL 156
SQL Function 156
SQL Wizard 156
SQL Wizard Interface 156
Start
Finish 10
Voicemail Pro 116
Start 4, 6, 10, 11, 80, 116,
117, 118, 120, 121, 122, 123,
129, 130, 133, 134, 139, 140,
141, 142, 143, 144, 145, 149,
152, 156, 159, 162, 163, 168,
190
Start playing 143
Start Point Action 134
Start Points
Default Start Points 120
Start Points 4, 117, 118, 120,
121, 122, 123, 129, 133, 134,
140, 141, 142, 144, 145, 152,
159, 168
Starting Voicemail Pro 116,
190
StartUp Folder 16
Stdcall GetCallingParty 152
Stdcall GetDTMF 152
Stdcall GetEstimatedAnswer
152
Stdcall GetLocale 152
Stdcall GetPositionInQueue
152
Stdcall GetRegister 152
Stdcall GetResult 152
Stdcall GetVariable 152
Stdcall MessageCLI 152
Stdcall MessageLength 152
Stdcall PlayDigits 152
Stdcall PlayLocaleWav 152
Stdcall PlayMsg 152
Stdcall PlayWav 152
Stdcall RecordMsg 152
Stdcall RecordRegister 152
Stdcall SetRegister 152
Stdcall SetResult 152
Stdcall SetVariable 152
Stdcall Speak 152
Stdcall Stop 152
Still Queued 118, 120, 130
Store
Web 16
Store 16
Storing messages 97
String 156
Supported Languages 5
Swedish 5
Switching
LAN 7
Switching 7
Syntax Check button
pressing 152
Syntax Check button 152
System 5
System Administrator 1
System Configuration 91
System Preferences
MAPI 126
Remote Campaign
Directory 125
Voicemail 124
System Preferences 124, 125,
126
System Settings 87
System Variables
Playing as prompts 131
System Variables 130, 131,
152, 163
T
TCP/IP 7
Telephone Number 94, 95, 98,
103, 104, 109, 160
Telephony Handset 131
Telephony Interface 116, 124
Telephony Operation Mode
190
Temp/backup.mdb 10
Test Condition Action 153,
161
Test Connection button 155
Test Connection Succeeded
155
Test User Variable 129, 153
Test User Variable Action 129,
153
Text
Speech 139
Text 139
Text file 123
The Voicemail Console 6
The Voicemail Pro Screen
116, 117
The Voicemail Pro screen
provides 117
Through Manager 111
Time 1, 4, 11, 92, 97, 107,
110, 111, 112, 115, 130, 134,
145, 149, 151, 152, 154, 158,
163
Timeout
perform 139
Timeout 139, 147, 149, 152,
154, 167
Voicemail Pro Installation & Maintenance
IP Office
Timeout results 154
Token Name 137
Tones
Sequence 139
Tones 137, 139
Toolbar Icons 117
Toolbars 117
Topic 138
Touch Tones 139
Transfer Action 120, 146
Transfer Calls
Voicemail 98
Transfer Calls 98
Transfer Calls to Voicemail 98
True 122, 146, 148, 154
True, False 122
Trusted Extension 104
Trusted External Location 104
Trusted Locations 94, 103,
104
TTS
existing 80
TTS 9, 80, 152
TTS email 92
Type 1, 10, 11, 16, 91, 116,
121, 122, 123, 127, 131, 133,
137, 139, 140, 141, 142, 143,
144, 145, 146, 147, 148, 149,
150, 151, 152, 153, 154, 155,
158, 162, 165, 166
Typical 11
Typical Installation 16
U
UK 5
Uninstall 10
Un-installation 10
Uninstalled 10
Uninstalling 10
United States 189, 190
Unopened Messages 127
Update 80, 97, 123, 156
Upgrading
Existing System 10
Upgrading 10
US 5
Use
Back button 16
Browse button 10
VB Scripting 9
Use 9, 10, 16
User
Group and Mailbox Names
4
Source Numbers 94
Voice Recording 2
User 1, 2, 4, 11, 16, 41, 91,
92, 94, 97, 98, 103, 104, 107,
110, 115, 117, 124, 129, 130,
131, 134, 138, 145, 148, 151,
153, 154, 160, 165, 190, 192
User calls 192
User Configuration 92, 103
User Defined Variable menu
icon display 129
Page 234
40DHB0002USAW Issue 12c (5th May 2004)
Index
User Defined Variable menu
129, 153
User Defined Variables 117,
129
User dialing 134, 153
User form 5, 104
User Guides 5, 190
User Source Number
Configuration 94
User Variable 153
User variable matches 153
Users
Modify 128
voicemail calls 120
voicemail rings 118
Users 3, 4, 5, 7, 88, 94, 95,
103, 104, 108, 118, 120, 127,
128, 137, 144, 147, 151, 189,
191
Users IMS email 191
User's Locale 190
Users making 151
Users retrieving 110
Users set 148
Users wish 104
Using 95, 162
Using Databases 152
Using the Conditions Editor
162
Using Voicemail Pro 94, 112,
115
Using Voicemail to Give Error
Messages 95
UUI 130
V
V01923 383838 104
V201 94
V204 104
V7325551237 94
Valid 80
Value 152
VAR 130, 131, 152
Variables
action sets 153
Compare 163
Plays 131
System Variables 130, 163
User Defined 129
Variables 117, 129, 130, 131,
134, 138, 139, 140, 148, 152,
153, 156, 163
VARIANT 152
VARIANT_BOOL 152
VARIANT_BOOL appendtofile
152
VB Script Action 152
VB Scripting
use 9
VB Scripting 9, 152
VB-Script
enter 152
VB-Script 152
VB-Scripting 152
VCM Channels 1
VCM5 module 1
View as Text 123
Viewing As Text 123
Visual Voice 2, 189, 192
VM
entering 160
VM 160
VMAIL
leave 97, 192
VMAIL 97, 192
Vmdata.mdb 116, 123
Vmp 116
vmp files 123
VMPro Database Interface 9
VMPro TTS 9
VMPro VB Script 9
VMPRO VPIM 9
VOICE
pressing 108, 192
VOICE 108, 192
Voice Mail 138
Voice Question Action 142,
147, 151
Voice Recording 2
Voice Recording Service 2
Voicemail
Calls 97
Incoming Call Route 104
Transfer Calls 98
Voicemail 1, 2, 3, 4, 5, 6, 7, 9,
10, 11, 16, 41, 87, 88, 91, 92,
94, 95, 97, 98, 103, 104, 107,
108, 109, 110, 111, 112, 115,
116, 117, 118, 120, 121, 122,
123, 124, 126, 130, 131, 133,
137, 138, 139, 140, 141, 143,
144, 145, 146, 147, 148, 151,
152, 154, 160, 161, 165, 166,
168, 189, 190, 191, 192
Voicemail callflow 161
Voicemail calls
user 120
Voicemail calls 120
Voicemail Code 91, 92, 94,
95, 103, 104, 108, 109, 110,
137, 145
Voicemail Code set 91
Voicemail creates 4
Voicemail Destination 91
Voicemail Email 3, 7, 91, 92,
110, 145, 191, 192
Voicemail email forwarding 3
Voicemail Email Mode 92,
110, 145
Voicemail Email/IMS Lite 7
Voicemail functions 118
Voicemail Help 91, 92, 110
Voicemail Lite 1, 2, 4, 5, 6, 11,
16, 91, 94, 112, 115, 189,
190, 192
Voicemail Mail Pro 115
Voicemail On 1, 91, 92, 97,
110, 190, 192
Voicemail Only 7
Voicemail Pro Installation & Maintenance
IP Office
Voicemail Password 124
Voicemail Password/Confirm
Password 91
Voicemail Pro
Overview 115
Voicemail Pro 1, 2, 3, 4, 5, 6,
7, 9, 10, 11, 16, 87, 91, 94,
103, 104, 107, 112, 115, 116,
117, 118, 121, 123, 130, 131,
133, 138, 143, 145, 148, 152,
154, 165, 189, 190, 192
Voicemail Pro allows
actions 107
Voicemail Pro allows 107
Voicemail Pro callflow 115
Voicemail Pro CD 7, 11
Voicemail Pro Client 3, 116
Voicemail Pro Components 3
Voicemail Pro defaults
Intuity 190
Voicemail Pro defaults 190
Voicemail Pro GUI
editing 10
Voicemail Pro GUI 10
Voicemail Pro Installation 7,
11
Voicemail Pro Licenses 4
Voicemail Pro programming
115
Voicemail Pro RFA 9
Voicemail Pro RFA 16 9
Voicemail Pro Server 3, 7, 11,
87, 116, 190
Voicemail Pro Server installs 3
Voicemail Pro Server PC 3
Voicemail Pro Service 3
Voicemail Pro Web campaign
16
Voicemail provides 107, 111
Voicemail Reception 91, 92,
94, 120, 145
Voicemail Reception/Operator
94
Voicemail Ringback 92, 94,
97, 108, 189, 190
Voicemail Ringback Number
94
Voicemail ringback on/off 189
Voicemail rings
user 118
Voicemail rings 118
Voicemail running 91
Voicemail Server 11, 91, 92,
97, 110, 116, 118, 123
Voicemail Server Directory
124
Voicemail Server PC 7, 145,
151, 165
Voicemail Server Speech
Directory 124
Voicemail System
Preferences 91, 124
Voicemail Trusted Source 94
Voicemail Type 91
Page 235
40DHB0002USAW Issue 12c (5th May 2004)
Voicemail Pro Installation
VoicemailCollect 95, 98, 103,
104, 109, 160
Voicemail-Email 3
Voicemails 41
VPIM
select 128
VPIM 3, 9, 11, 124, 128
VPIM Preferences 128
VPIM Server Section 128
W
Wav
Plays 152
Wav 88, 150, 152
WAV file 92, 110, 131, 152
Wav files 41, 88, 92, 110, 131,
152
Wave Editor 131
Wave Files 88, 152
Web
store 16
Web 16
Web access 165
Web Browser 168
Web Component 16
Web Server 3
Web Server Operation 7
Week Planner 161, 163
Week Planner element 163
Whilst PC's 7
Whisper Action 120, 147
Windows 117
Windows 2000 7
Windows 9x 16
Windows Control Panel
Open 10
Voicemail Pro Installation & Maintenance
IP Office
Windows Control Panel 10
Windows Millennium Edition 7
Windows NT4 7
Windows NT4 Server/2000
Server/XP Professional Server
on Pentium 300 7
Windows XP 7
X
Xitama Web Server 16
Xitami 3
Xitami Web Server 7, 165
XP 6
XP Professional 7
Y
Yes 10
Page 236
40DHB0002USAW Issue 12c (5th May 2004)
Index
Performance figures and data quoted in this document are typical, and must be specifically
confirmed in writing by Avaya before they become applicable to any particular order or contract.
The company reserves the right to make alterations or amendments to the detailed
specifications at its discretion. The publication of information in this document does not imply
freedom from patent or other protective rights of Avaya or others.
Intellectual property related to this product (including trademarks) and registered to Lucent
Technologies have been transferred or licensed to Avaya.
All trademarks identified by the ® or ™ are registered trademarks or trademarks, respectively,
of Avaya Inc. All other trademarks are the property of their respective owners.
This document contains proprietary information of Avaya and is not to be disclosed or used
except in accordance with applicable agreements.
Any comments or suggestions regarding this document should be sent to
"wgctechpubs@avaya.com".
© 2004 Avaya Inc. All rights reserved.
Avaya
Sterling Court
15 - 21 Mundells
Welwyn Garden City
Hertfordshire
AL7 1LZ
England
Tel: +44 (0) 1707 392200
Fax: +44 (0) 1707 376933
Web: http://www.avaya.com
Voicemail Pro Installation & Maintenance
IP Office
Page 237
40DHB0002USAW Issue 12c (5th May 2004)
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