ADTRAN 619510003-1A User manual

ADTRAN 619510003-1A User manual

NetVanta Unified Communications

NetVanta Enterprise Communications Server

Personal Business Assistant User Guide

Version 4.5

619510003-1A

October 2009

619510003-1A Copyright © 2009 ADTRAN, Inc.

1

Trademarks Enterprise Communications Server

Trademarks

Any brand names and product names included in this manual are trademarks, registered trademarks, or trade names of their respective holders.

To the Holder of the Manual

The contents of this manual are current as of the date of publication. ADTRAN reserves the right to change the contents without prior notice.

In no event will ADTRAN be liable for any special, incidental, or consequential damages or for commercial losses even if ADTRAN has been advised thereof as a result of issue of this publication.

Service and Warranty

For information on the service and warranty of ADTRAN products, visit the ADTRAN website at http://www.adtran.com/support .

2

901 Explorer Boulevard

P.O. Box 140000

Huntsville, AL 35814-4000

Phone: (256) 963-8000

Copyright © 2009 ADTRAN, Inc.

All Rights Reserved.

Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server

Conventions

Notes provide additional useful information.

Conventions

Cautions signify information that could prevent service interruption or damage to equipment.

Warnings provide information that could prevent injury or endangerment to human life.

619510003-1A Copyright © 2009 ADTRAN, Inc.

3

Conventions Enterprise Communications Server

4 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Table of Contents

1 Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Starting the Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

First-time Access using the Desktop. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Changing your Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Accessing your Mailbox for the First Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

2 Customizing your Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Customizing your Mailbox using your Telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Customizing your Mailbox using your Computer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

3 Customizing Incoming Call Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Managing Extensions and Identities Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

4 Managing Messages using your Telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Accessing your Mailbox using your Telephone. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Listening to Messages Remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Sending Messages from your Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Caller Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

5 Managing Messages using your Computer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Managing Messages in Microsoft Outlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Managing Messages in Lotus Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Managing Messages in the Mailboxes Menu in the NetVanta UC client. . . . . . . . . . . . . . . . 51

6 Using SIP Telephones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Customizing your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Using SIP Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

7 Faxing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Sending Faxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Receiving Faxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

8 Creating Distribution Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

9 Creating Custom Call Answering Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Managing Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Using the Service Editor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Working with Elements to Build a Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Customizing Services using Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Validating Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Troubleshooting Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

619510003-1A Copyright © 2009 ADTRAN, Inc.

5

10 Using Elements to Create Call Answering Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .107

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Using Standard Elements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Using Advanced Elements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

11 Using Announcements in Call Answering Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .143

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Using Prerecorded Announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Recording Announcements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Managing Announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

12 Using Databases in Call Answering Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .155

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Managing Data Sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Accessing Data using Database Service Elements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

Using Database Elements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

13 Importing and Exporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .173

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

Starting the Import/Export Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

Importing and Exporting Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

14 Setting Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .175

Setting General Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

Setting Message Delivery Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

Customizing your Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178

Setting Integrated Messaging Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

Compressing Voice Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

15 Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .183

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183

Troubleshooting Message Waiting Indicators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183

Troubleshooting the NetVanta UC Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184

Using the NetVanta UC Server Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185

Accessing Documentation and Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

Accessing Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

16 Appendix A - Glossary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .193

17 Appendix B - Installing the NetVanta UC Client Application . . . . . . . . . . . . . . . . . . . . . . . . .197

6 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Getting Started

1 Getting Started

This chapter introduces the NetVanta Enterprise Communications Server client application in Personal

Business Assistant mode and presents some basic operations. This chapter covers the following topics:

Overview on page 7

Conventions on page 9

Requirements on page 10

Starting the Application on page 10

First-time Access using the Desktop on page 10

Changing your Password on page 12

Accessing your Mailbox for the First Time on page 13

Overview

The UC Server application in Personal Business Assistant mode provides not only the most commonly used unified communications features, but also the opportunity to design your own auto attendent services and to record customized announcements. Master the basic functions and manage your personalized greetings and delivery features with efficiency and ease, right from your desktop. The user interface is remarkably user-friendly.

The UC Server is integrated with Microsoft Outlook so that you can access voice, fax, and email messages from a single inbox. The type of each new message is signaled by a distinctive icon that you can recognize at a glance, just as you are familiar with the envelope that indicates reception of an email message.

You can use a local or remote telephone to log on to the system and retrieve not only voice messages but email. With a single keypad command, the text-to-speech engine reads email messages to you over the phone. You are also informed if you have received fax messages.

Please note that your system administrator needs to set your call answering mode to Personal Business

Assistant for you to have access to this mode.

All users on the system manage, and are managed by, user profiles, identities, and authorizations.

619510003-1A Copyright © 2009 ADTRAN, Inc.

7

Overview Enterprise Communications Server

Active

Directory

NetVanta

UC Server

User Authentication:

Users may be authenticated with the

NetVanta UC Server or by

Microsoft Active Directory.

User Authentication

User Profile

User Profile:

Authenticated users have a user profile in the NetVanta UC Server that manages their business assistants and their message stores across multiple identites and devices.

Identities

Business Communications:

Each user can have multiple identities associated with traditional telephony equipment such as PBXs.

Various SIP-Compatible Devices:

Each user can have multiple identites associated with different SIP devices

Authorizations give some users access to the profiles of other users, for management purposes. Likewise, users can have access to any number of other users, provided they have been granted authorization to do so.

Users can have any number of identities on the system, such as an extension number. Through the user profile, users can manage the identities that are associated with their profile.

The UC Server is integrated with Active Directory.

For more information about the UC Server, refer to the ADTRAN website at

http:// kb.adtran.com

. Here you will find reference materials, a quick reference card, and SIP phone user guides.

8 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Conventions

Conventions

Document conventions

Text

Bold font is used to indicate important input data and keywords.

Shortcut menus

Steps for procedures generally instruct readers to use shortcut menus, although commands can also be made using menus and toolbar buttons.

To obtain a shortcut menu, right-click the icon or folder you want to access then select the command you want.

Voice recording conventions

Computer audio card device

Telephone handset device

Record button

You can select the icon of the audio device when you play or record. The settings are saved and the last device that you selected is automatically used.

Stop button

Play button

619510003-1A Copyright © 2009 ADTRAN, Inc.

9

Requirements Enterprise Communications Server

Requirements

Before proceeding, you need to get the following information from your network administrator:

• The name of the server to which to connect

• The UC Server access number

• Your default password for performing mailbox management

• The system-defined key used to perform remote mailbox management

Starting the Application

The application might already be installed on your computer. If it is not, ask your network administrator for assistance, or refer to Appendix B in this manual for instructions about how to do the installation.

To start the application

1. Select Windows

Start > Programs

.

2. Select NetVanta UC client.

3. Select

UC Client

and the Choose UC Server dialog box opens.

4. Type the UC Server name in the

Server name

text box.

5. Enable the

Save server as default check box

, and then select

OK

. In the Server login dialog box, type your user name and password. From now on, the application remembers the server name so that you do not have to enter it again. When you start the application for the first time, the First-time

Access Wizard Welcome menu appears.

First-time Access using the Desktop

If you change your password using the telephone and want to change it again in the application, you must restart the application to synchronize the password.

The First-time Access Wizard guides you through the following procedures:

• Changing your password

• Recording your greetings

If you are an IMAP user, you can also configure your IMAP user name and password. If you are not an

Exchange user, the wizard allows you to change the contact system if it finds more than one compatible

10 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server First-time Access using the Desktop contact system (for example, Outlook Express and Outlook).

For Lotus Notes integration, the contacts default to Microsoft Exchange. For information about Lotus Notes integration, refer to the Lotus Notes integration document, which is available online at

http://kb.adtran.com

..

To change your password and record your greetings

1. Start the Client application to start the First-time Access Wizard.

2. Select

Next

and the Mailbox dialog box opens.

3. Type a numeric password in the

Password

text box. This is the password that you use to access your mailbox using the telephone. Your password must contain only digits. It must be at least four digits long.

4. In the

Re-enter

text box, type the numeric password again.

5. Select

Next

and the Identifier menu appears. The identifier greeting consists of your name. It is played to callers who reach your mailbox.

6. Make sure that the audio device you want is selected.

7. Select

record

. If you are using your telephone, wait for the beep before you begin to record. The timer runs as you record.

8. Select

stop

when you have finished. If you use the telephone, you can hang up the phone or press the

Release button on the phone to end the recording.

9. Select

Next

to open the Greeting dialog box.

10. Choose one of the following greeting types to record:

Use standard greeting

plays a default greeting to callers.

Record same greeting for internal and external callers

allows you to record a single greeting for all callers.

Record different greetings for internal and external callers

allows you to record two messages, one for callers from within your organization, the other for callers from outside your organization.

11. Select

Next

.

• If you select

Use standard greeting

, go to step 16.

• If you select

Record same greeting for internal and external callers

, the Internal/External

Greeting menu appears.

• If you select

Record same greeting for internal and external callers

, the Internal Greeting dialog box opens.

In the text box, you can type the greeting that you want to record. This is useful for eliminating pauses when you record.

619510003-1A Copyright © 2009 ADTRAN, Inc.

11

Changing your Password

12. Make sure that the audio device you want is selected.

Enterprise Communications Server

13. Select

record

. If you are using a telephone, wait for the beep before you begin to record. The timer runs as you record.

14. Select

stop

when you have finished. If you use the telephone, you can hang up the phone or press the

Release button on the phone to end the recording.

15. Select

Next

.

• If you chose to make two distinct greetings, the External Greeting dialog box opens. Repeat steps

12 to 15 to record an external greeting.

• If you chose to make a single greeting, the Completion menu appears.

16. Select

Finish

.

The main Client window opens.

To set the number of rings on your telephone

In the

Number of rings

box in the Identities pane, select the number of rings for the identity that you want.

The UC Server answers the telephone after the number of rings that you specify.

Changing your Password

If your user profile menu has access to multiple profiles, you can view those profiles as tabs across the top of the window. You can change the password only for the owned user profile.

If you are an Active Directory user, the change user password option is unavailable.

12 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Accessing your Mailbox for the First Time

To change the password

1. Select the tab of the profile for which you want to change the password.

2. Select

Tools > Change User Password

.

3. In the

Change Password

dialog box, do all of the following:

• In the

Old password

box, type the old password.

• In the

New password

box, type the new password.

• In the

Confirm new password

box, retype the new password.

The new password takes effect immediately.

Accessing your Mailbox for the First Time

You can access your mailbox using your telephone extension or a remote telephone. To access your mailbox using your telephone extension, you need the UC Server access number and your default password. You can obtain these from your system administrator.

To access your mailbox using your telephone extension

1. On your telephone keypad, enter the UC Server access number.

2. Enter your password followed by #. You are prompted to change your password.

If you have already changed your password and recorded your greetings using the Firsttime Access Wizard, you can enter your password followed by #.

3. Follow the prompts and record your greetings. If you do not record any greetings now, you are not prompted to do so the next time you call in to manage your mailbox.

To access your mailbox using a remote telephone you need the system-defined key for remote mailbox management. You can get this from your system administrator. You must also have your extension number and password.

To access your mailbox using a remote telephone

1. Call your workplace number that has the UC Server as the auto attendant.

2. At the prompt, press the system-defined key used to perform remote mailbox management.

3. Enter your extension number and then your password at the prompt. The message summary lists the number and type of messages in your mailbox.

You can press # after you enter the extension and password. Pressing # speeds up logging into your mailbox.

619510003-1A Copyright © 2009 ADTRAN, Inc.

13

Accessing your Mailbox for the First Time Enterprise Communications Server

Your system administrator might have set up a different behavior. Contact your administrator for more information.

14 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server

2 Customizing your Mailbox

Customizing your Mailbox

Overview

You can customize your mailbox, such as recording greetings, using either a telephone or UC Client. There are other features which can only be enabled using either a telephone or UC Client, such as setting up a one-time message for a specific caller, using UC Client. For more information on customizing your mailbox and using mailbox features, refer to the following sections:

Customizing your Mailbox using your Telephone on page 15

Customizing your Mailbox using your Computer on page 20

Customizing your Mailbox using your Telephone

You can customize your mailbox in many ways including creating greetings, changing your password, and changing the amount and type of information that plays about your messages. You can adjust the message waiting light on your phone, and you can also create distribution lists.

You can use your telephone to manage the following mailbox items:

• Recording and selecting greetings

• Changing your password

• Changing message information

• Changing the message summary

• Changing the notification option

• Changing message sorting options

• Managing distribution lists

You can perform mailbox management using a remote telephone or your workplace extension. For

information about accessing your mailbox using a telephone, refer to

Accessing your Mailbox using your

Telephone on page 31

.

When calling from your extension, enter the access number set up by your network administrator. This is not the same number as the system-defined key that you use when performing remote mailbox management. You can obtain the access number from your system administrator. After you enter the access number, you are prompted to enter your password.

The following management tasks assume that you are accessing the system from your workplace extension.

Recording and selecting greetings

Using your telephone, you can record and listen to greetings, and select a type of greeting to play to callers.

619510003-1A Copyright © 2009 ADTRAN, Inc.

15

Customizing your Mailbox using your Telephone Enterprise Communications Server

You cannot select a greeting unless it has an audio recording. If you try to select a greeting without a recording, you are prompted to record one.

Disabling a greeting does not delete it. You can enable a greeting at any time. Recording a new greeting replaces an existing one.

If the out-of-office greeting is enabled, the user is prompted to turn it off or leave it on. For information

about managing greetings using the computer, refer to

Customizing your Mailbox on page 15

.

To manage your greetings

1. From the main menu, select

4

: Change mailbox options.

2. From the

Change mailbox options

menu, select

1

: Manage greetings.

3. From the

Manage greetings options

menu, select one of the following:

1

— external greeting

2

— internal greeting

3

— mailbox identifier

4

— out-of-office greeting

0

— help menu

*

— return to previous menu

The greeting status plays (on or off).

4. Select one of the following:

1

— record

2

— listen

3

— turn on/off

*

— cancel

5. After the tone, record your greeting, and then press #.

6. Select one of the following:

1

— keep the greeting

2

— record the greeting again

3

— review the greeting

*

— cancel

The maximum length of a recorded greeting is 15 minutes.

If the Out of Office greeting is not enabled, you cannot listen to the greeting. You are informed that no greeting is recorded.

16 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Customizing your Mailbox using your Telephone

Changing your password

To change your password

1. From the main menu, select

4

: Change mailbox options.

2. From the

Change mailbox options

menu, select

2

: Change password.

3. Enter the new password followed by #.

4. Confirm the new password by doing one of the following:

1

— keep the password

2

— re-enter the password

*

— cancel

Changing message information

Message information plays before each message. For voice messages, information includes the caller ID and the date and time that the message was received. For email messages, the sender and subject title are included. The default setting for Message information is

on

. If you change this option to off, you do not receive message information before you review each message.

To change message information

1. From the main menu, select

4

: Change mailbox options.

2. From the

Change mailbox options

menu, select

3

: Change status options.

3. From the

Change status options

menu, select

1

: Turn message information on or off.

Changing the message summary

A message summary plays as soon as you enter your password. The Message Summary lists the number and type of messages you have received and whether they are new or saved. There are three modes for message summary. They are:

Disabled

Quick

Verbose

No message summary is provided.

The message summary provides limited information. For example, “You have five new messages and six saved messages.” This is the default mode.

The message summary provides detailed information. For example, “You have five new voice messages, four new fax messages, 30 new email messages, and 50 saved messages.”

To change the message summary

1. From the main menu, select

4

: Change mailbox options.

2. From the

Change mailbox options

menu, select

3

: Change status options.

619510003-1A Copyright © 2009 ADTRAN, Inc.

17

Customizing your Mailbox using your Telephone Enterprise Communications Server

3. From the

Change status options

menu, select

2

: Obtain message summary options.

4. Select one of the following:

1

— Disable

2

— Set to quick mode

3

— Set to verbose mode

*

— Cancel

Changing the notification option

When you receive a message, an alert is displayed on your telephone that notifies you that you have mail.

This notification option allows you to turn the alert light on or off.

To change the notification option

1. From the main menu, select

4

: Change mailbox options.

2. From the

Change Mailbox Options

menu, select

4

: Notification option.

3. Select one of the following:

1

— turn notification on

2

— turn notification off

Changing message sorting options

Message sorting options allow you to listen to your messages in the order that you choose. Listening to voice and fax messages only is the default option.

To change message sorting options

1. From the main menu, select

4

: Change mailbox options.

2. From the

Change mailbox options

menu, select

5

: Message sorting options.

3. Select one of the following:

1

— plays voice and fax message only

2

— plays voice and fax messages first, and then email messages

3

— plays all messages in the order that they were received

Managing distribution lists

You can use system and personal distribution lists over the telephone. Create, edit, and delete distribution lists using the telephone. For more information about distribution lists, refer to

Creating Distribution Lists on page 93

.

To create a distribution list over the telephone

1. From the main menu, select

4

: Change mailbox options.

2. From the

Mailbox options

menu, select

6

: Distribution list options.

18 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Customizing your Mailbox using your Telephone

3. From the

Distribution list

menu, select

1

: Create a new distribution list.

4. Enter the number of the new distribution list.

5. Select one of the following:

1

— confirm

2

— cancel

To edit a distribution list over the telephone

1. From the main menu, select

4

: Change mailbox options.

2. From the

Mailbox options

menu, select

6

: Distribution list options.

3. From the

Distribution list

menu, select

2

: Edit distribution list.

4. Enter the distribution list number that you want to edit.

5. Select

1

: Manage distribution list.

6. Select one of the following:

1

— add recipient

2

— remove recipient

3

— list recipients

0

— help

*

— exit to previous menu

7. If you selected 1, to add a recipient, enter the new recipient number, and then select one of the following:

1

— save

*

— cancel

8. If you select 2, to remove a recipient, enter the number of the recipient that you want to remove, and then select one of the following:

1

— delete

*

— cancel

To delete a distribution list over the telephone

1. From the main menu, select

4

: Change mailbox options.

2. From the

Mailbox options

menu, select

6

: Distribution lists options.

3. From the

Distribution lists options

menu, select

3

: Delete distribution list.

4. Enter the number of the distribution list that you want to delete.

5. Select one of the following:

1

— delete

*

— cancel

619510003-1A Copyright © 2009 ADTRAN, Inc.

19

Customizing your Mailbox using your Computer Enterprise Communications Server

Customizing your Mailbox using your Computer

This section explains how to customize your mailbox, such as recording greetings and one-time messages, using UC Client voice message features on your user extension.

You manage all voice message features using the main window or Assistant menu. This menu appears by default when you start the application. You can access voice-messaging features by selecting the feature icons in the navigation pane.

For more information on setting mailbox options from your computer, refer to

Customizing your Mailbox on page 178

.

Recording and selecting greetings

Using the Greeting Management pane, you can create and record new greetings, or play and delete existing greetings. You can manage four types of greetings:

• External greeting

• Internal greeting

• Mailbox identifier greeting

• Out-of-office greeting

Callers from outside your workplace hear the

external greeting

. This greeting is longer and more informative than the internal greeting. Here is an example of an external greeting:

“Thank you for calling [your workplace name]. We are unable to take your call at this time; please leave a message at the sound of the beep and we will get back to you before the end of the day.”

Callers from another extension at your workplace hear the

internal greeting

. This greeting is shorter than an external greeting and can be more informal because it is intended for internal callers. Here is an example of an internal greeting:

“Hi, I’ll be in a meeting all morning, but I’ll get back to you after lunch. Thanks for your patience.”

The

mailbox identifier greeting

consists of your name. Callers hear this greeting when their call is transferred to your extension. The mailbox identifier is always available in the greetings list and you cannot delete it.

Enable the

out-of-office greeting

when you are away from the office for an extended time. The caller cannot interrupt the out-of-office greeting. Callers hear the entire greeting before they can leave a message.

You can record an out-of-office greeting and enable it only when you need it. You can re-use the same greeting each time you are out of the office. When you start the application, a notice reminds you that the

20 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Customizing your Mailbox using your Computer out-of-office greeting is enabled. You can turn it off or leave it on.

If you enable the out-of-office greeting, it plays in place of the internal and external greeting. If you record an external greeting but no internal greeting, all callers hear your external greeting. If you record an internal greeting but no external greeting, external callers hear a default greeting. If you do not record any greetings, the following default greeting plays to callers: “We are unable to take your call. Please record a message after the tone.”

Available greetings are listed alphabetically. A new greeting appears at the bottom of the list until you refresh the content pane.

Creating and recording greetings

You can create and record a new greeting, or re-record an existing greeting. There is no limit to the number of greetings that you can create, provided there is enough disk space to accommodate them.

For information about managing greetings using the telephone, refer to

Managing Messages using your

Telephone on page 31

.

To create a new greeting

1. In the Available Greetings section, select the

New

button.

2. Type a name for the new greeting.

3. Press

Enter

, and the new greeting appears at the bottom of the list.

619510003-1A Copyright © 2009 ADTRAN, Inc.

21

Customizing your Mailbox using your Computer Enterprise Communications Server

To record a greeting

1. In the Available Greetings list, select the name of the greeting that you want to record.

2. Select the

Record

button next to the greeting that you want to record to open the record Audio box.

3. Choose

replace all

from the Insert New Audio list.

4. Select

record

and record the greeting.

5. Select

stop

when you are finished recording.

6. Select

OK

.

The maximum length of a recorded greeting is 15 minutes.

Playing and deleting greetings

To play a greeting

1. From the Available Greetings list, select the greeting that you want to play.

2. Make sure that the audio device you want is selected.

22 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Customizing your Mailbox using your Computer

3. Select

play

to play the greeting.

To delete a greeting

1. From the Available Greetings list, select the greeting that you want to delete.

2. Select the

trash

button to delete the greeting.

3. Select

Yes

to confirm the deletion.

Re-recording and deleting greetings using the Audio Editor

For more information about using the Audio Editor for advanced management of audio greetings, refer to

Using Announcements in Call Answering Services on page 143

.

To re-record a greeting using the Audio Editor

1. From the Available Greetings list, select the greeting that you want to re-record.

2. Make sure that the audio device you want is selected.

3. Select the advanced button to open the Audio Editor.

Advanced button

In the text area of the Audio Editor, you can type the greeting that you want to record.

This is useful to eliminate pauses when you are recording.

4. Select

record

to open the Record Audio box.

5. From the

Insert new audio

list, select a position on the waveform:

At the current position

—records from the marker’s position on the waveform (from the beginning, if you did not make a selection)

At the beginning

—records from the beginning

At the end

—records from the end of the current greeting

Replace all

—replaces the current greeting with the new greeting

6. Select

record

and record the greeting.

7. Select

stop

when you are finished recording.

8. Select

OK

.

9. Select

play

to listen to the re-recorded greeting.

10. Select

File > Exit

to close the Audio Editor and update the greeting.

619510003-1A Copyright © 2009 ADTRAN, Inc.

23

Customizing your Mailbox using your Computer Enterprise Communications Server

11. Select

Yes

to update the greeting and return to the Greeting Management pane.

The maximum length of a recorded greeting is 15 minutes.

To edit a greeting using the Audio Editor

1. From the Available Greetings list, select the greeting that you want to edit.

2. Make sure that the audio device you want is selected.

3. Select the advanced button to open the Audio Editor.

Advanced button

In the text area of the Audio Editor, you can type the greeting that you want to record.

This is useful to eliminate pauses when you are recording.

4. Select the position or area of the waveform that you want to edit.

5. Select

record

to open the Record Audio box.

6. From the Insert new audio list, select one of the following:

In place of the current selection

—replaces the selected area with the new recording

• After the current selection

• Before the current selection

At the current position

—records from the marker’s position on the waveform (from the beginning, if you did not make a selection)

At the beginning

—records from the beginning

At the end

—records from the end of the current greeting

Replace all

—replaces the current greeting with the new greeting

7. Select

record

and record the greeting.

8. Select

stop

when you are finished recording.

9. Select

OK

.

10. Select

play

to listen to the edited greeting.

11. Select

File > Exit

to close the Audio Editor and update the greeting.

24 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Customizing your Mailbox using your Computer

12. Select

Yes

to update the greeting and return to the Greeting Management pane.

The maximum length of a recorded greeting is 15 minutes.

Selecting greetings

For each greeting type, you can specify a greeting from a list of possible greetings. If you select none for a greeting type, the system plays the default greeting.

To specify a greeting

1. On the Greeting Management content pane, select one of the following greeting types:

• External greeting

Internal greeting

—by default, it is the same as the external greeting

Mailbox identifier

—it can be only on or off, there are no other greetings available in the list

Out-of-office greeting

—if you specify an out-of-office greeting, the external and internal greetings are unavailable

2. Select a greeting from the list.

You cannot select a greeting if there is no audio recorded for it.

Recording one-time messages

The One-time Messages feature allows you to record a message intended for a specific caller. The caller’s name and telephone number are recorded in the Contacts list that you maintain in Outlook. You need caller

ID to be able to use this feature.

You can change or remove a one-time message that you leave for a caller. However, once a caller has telephoned your extension and heard the one-time message, it is automatically deleted.

619510003-1A Copyright © 2009 ADTRAN, Inc.

25

Customizing your Mailbox using your Computer Enterprise Communications Server

To create a one-time message for a contact

1. In the Assistant navigation pane of the main Client menu, select

One-time Messages

to open the Onetime Messages content pane.

2. Select

Add

to open the One-time Messages recording dialog box.

3. From the

For

list, select the contact that you want to receive the one-time message. The contacts are from the list of contacts that you maintain in Outlook.

In the text area of the One-time Message dialog box, you can type the greeting that you want to record. This is useful to eliminate pauses while you record.

4. Select

record

to open the Record Audio dialog box.

5. Make sure that the audio device you want is selected.

6. From the

Insert new audio

list, select

at the beginning

.

7. Select

record

. If you are using your telephone, wait for the beep before you begin to record. As you record, the clock runs and the red record button turns grey.

8. Select

stop

when you have finished. If you used your telephone, you can also press the Release button on the phone to end the recording.

9. Select

play

to hear the greeting.

26 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Customizing your Mailbox using your Computer

10. Select

OK

to keep the greeting. The contact to receive your one-time message appears in the Onetime Messages content pane. Any other contacts that you record a one-time message for are added to this list.

To change a one-time message for a contact

1. In the One-time messages content pane, select the contact for the one-time message that you want to change.

2. Select

Change

.

3. Follow steps 4 to 10 of

To create a one-time message for a contact on page 26

.

4. Select

Done

when you are finished changing the message.

To delete a one-time message

1. In the One-time messages content pane, select the contact whose one-time message you want to delete.

2. Select

Delete

.

3. Select

Yes

to confirm the deletion.

619510003-1A Copyright © 2009 ADTRAN, Inc.

27

Customizing your Mailbox using your Computer Enterprise Communications Server

28 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Customizing Incoming Call Options

3 Customizing Incoming Call Options

Overview

This section explains how to manage identities.This section covers the following topics:

Managing Extensions and Identities Options on page 29

Managing Extensions and Identities Options

An identity typically corresponds to a user extension or an email address. When callers dial in to the system, they can access, for example, a user extension or an employee’s email address. The Administrator creates and assigns identities. If you have identities assigned, they appear in the identities pane, on the bottom-left of the client window.

You can change the number of rings on an identity, which determines the number of times a call rings on an extension before it is answered by the auto attendant.

To change the number of rings using the Identities pane

1. On the Identities pane, select the

Number of rings

box that corresponds to the identity that you want to change.

2. Select the number of rings that you want for the identity. The default number of rings is

4

.

To edit an active service using the Identities pane

1. On the Identities pane, select the active service icon.

Active Service icon

2. Select

Edit Active Service

. The service that is active on the identity opens in the Service Editor. For information about editing services using the Service Editor, refer to

Creating Custom Call Answering

Services on page 95

.

To locate an active service using the Identities pane

1. On the Identities pane, select the active service icon.

Active Service icon

2. Select

Locate Active Service

. The Services navigation pane opens with the active service highlighted in the Services content pane.

619510003-1A Copyright © 2009 ADTRAN, Inc.

29

Managing Extensions and Identities Options Enterprise Communications Server

To change a service using the Identities pane

1. On the Identities pane, select the arrow in the services list box that corresponds to the trunk identity that you want to change.

2. Select

Services

.

3. Select the service to apply to this identity.

For information about services and how to build and activate them, refer to

Creating

Custom Call Answering Services on page 95 .

To view the SIP Authentication

Active Service icon

1. On the Identities pane, select the active service icon.

2. Select

SIP Authentication

. You can view your user name and password. The Administrator needs this information to assign a phone to an identity.

30 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Managing Messages using your Telephone

4 Managing Messages using your Telephone

This chapter covers how to manage your mailbox messages using your telephone. It includes the following topics:

Overview on page 31

Accessing your Mailbox using your Telephone on page 31

Listening to Messages Remotely on page 31

Sending Messages from your Mailbox on page 33

Caller Options on page 37

Overview

You can use a local or remote telephone to log on to the system and retrieve not only voice messages but email. With a single keypad command, the text-to-speech engine reads email messages to you over the phone. You are also informed if you have received fax messages.

You can send messages from your mailbox to another mailbox. You can also transfer callers to your mailbox. You can forward and reply to messages from your mailbox. You can also search your contacts list for information, from your mailbox.

Callers dialing into the system also have options to choose from. These options include bypassing or skipping out of a greeting, changing to another extension, or dialing the operator.

Accessing your Mailbox using your Telephone

You can access your mailbox using your telephone extension or a remote telephone. To access your mailbox using your telephone extension, you need the UC Server access number, which you can obtain from your system administrator, and your password.

To access your mailbox using your telephone extension

1. On your telephone keypad, enter the UC Server access number.

2. Enter your password followed by #.

Listening to Messages Remotely

When you call your extension from another location and access UC Server, you are performing remote mailbox management. This might include listening to messages and sending them to another phone number or managing some of your mailbox options.

619510003-1A Copyright © 2009 ADTRAN, Inc.

31

Listening to Messages Remotely Enterprise Communications Server

To listen to your messages from a remote location

1. Call your workplace phone number that has UC Server as the auto attendant.

2. When prompted, press the system-defined key used to access mailbox management. The default key for remote mailbox management is

#

.

3. When prompted, enter your extension number.

4. When prompted, enter your password followed by

#

. Before you hear the main menu, the mailbox summary lists the number and types of messages in your mailbox.

5. The main menu lists basic options. If you do not make a selection right away, the menu is repeated until you press a key.

4

5

1

2

*

Table 4–1: Main Menu

1,1

to review new messages

1,2

1,3

to review new voice messages to review new email messages to review all messages to send a message to change mailbox options to search contacts exit

Press

1

,

1

to hear new messages or press

1

to hear all messages.

You can use the following playback commands on your telephone keypad as you listen to each message:

#

*

9

9,9

0

3

3,3

5

7,7

8

8,8

Table 4–2: Playback commands

1

= rewind 3 seconds

1,1

2

= rewind to start of message

= pause then resume playback

= forward 3 seconds

= forward to end of message

= play message information (caller ID, date, time)

= delete message

= reset to normal volume

= reply/call back to messages

= increase volume

= save message

= help

= skip to end of message (message marked as unheard)

= done

32 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Sending Messages from your Mailbox

Playback commands are different depending on the type of message you are checking.

6. At the end of each message, the

end of message menu

plays. If you press

#

to skip the message, it is marked as unheard.

9

#

7

8

0

4

5

Table 4–3: End of message menu

3

to forward to replay to play message information to delete to reply to messages to save skip message help

Sending Messages from your Mailbox

You can send a voice message to another person directly from your mailbox to their mailbox, without calling their extension.

To send a voice message from your mailbox:

1. Access your mailbox using a telephone.

2. Press

2

to send a message.

3. Record the message, and then press

#

when you are finished recording.

4. When you finish recording, do one of the following:

• Press

1

to keep the message.

• Press

2

to re-record the message. Follow the prompts.

• Press

3

to listen to the message. When you are satisfied with the message, press

1

to keep it.

• Press

*

to cancel.

2

3

Table 4–4: Post-recording options

1

keep

*

re-record listen cancel

619510003-1A Copyright © 2009 ADTRAN, Inc.

33

Sending Messages from your Mailbox Enterprise Communications Server

5. To enter recipients, do one of the following:

• Enter the extension or phone number followed by

#

.

• Press

1

to send to a name. Enter the name followed by

#

.

• You are prompted to press

1

to confirm the selection or to press

*

to cancel selection

6. If you want to send the same message to more than one mailbox, press

1

to enter another recipient’s phone number. To send the message, press

2

.

Transferring calls to a mailbox

To transfer a call directly to a mailbox

1. While you have a caller on the telephone, press

Transfer

on the telephone keypad.

2. Dial the UC Server telephone number.

3. When you are prompted to enter a password, followed by

#

.

4. When you are prompted for an extension number, enter the extension number of the mailbox where you want to transfer the caller.

5. Hang up.

Forwarding messages

You can forward any type of message from your mailbox, as either a voice or email message. If you have contact integration, you can forward an email message to a user and another email address.

The forward to email feature works only if UC Server has an email server and the contact management system configured.

To forward a voice message from your mailbox

1. Access your mailbox using a telephone.

2. After you listen to the message that you want to forward, press

3

.

3. Record an annotation to the message, and then press

#

when you are finished recording.

4. When you finish recording, select one of the following

Post-recording options on page 33

:

• Press

1

to keep the message.

• Press

2

to re-record the message. Follow the prompts.

• Press

3

to listen to the message. When you are satisfied with the message, press

1

to keep it.

• Press

*

to cancel.

5. To enter recipients, do one of the following:

• Enter the extension or phone number followed by

#

.

• Press

1

to send to a name. Enter the name followed by

#

.

• You are asked to press

1

to confirm the selection or to press

*

to cancel selection

34 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Sending Messages from your Mailbox

6. If you want to send the same message to more than one mailbox, press

1

to enter another recipient’s phone number.

7. If you want to send the message, press

2

.

8. After the delivery confirmation, the end-of-message options play.

To forward a message by email from your mailbox

1. Access your mailbox using a telephone.

2. Listen to the message that you want to forward, and then press

3

.

3. Do one of the following:

• Press

1

to record an annotation to the message

• Press

2

to skip the recording

4. To record an annotation, select one of the following

Post-recording options on page 33

:

• Press

1

to keep the message.

• Press

2

to re-record the message. Follow the prompts.

• Press

3

to listen to the message. When you are satisfied with the message, press

1

to keep it.

• Press

*

to cancel.

5. To enter recipients, do one of the following:

• Enter the extension or phone number followed by

#

.

• Press

1

to send to a name. Enter the name followed by

#

.

• You are asked to press

1

to confirm the selection or to press

*

to cancel selection.

To forward the email using the dial-by-name options, the contact that you choose must have at least one valid email address.

6. If you want to send the same message to more than one email address, press

1

to enter another recipient’s phone number. To send the message, press

2

.

7. After the delivery is confirmed, the end-of-message options play.

Local message store users receive the forwarded email message as a voice message that details where it is from, and plays the annotation, if there is one recorded for it.

Replying to messages

You can reply to a voice message or an email message directly from your mailbox. UC Server uses the contact management software, for example Outlook, to reply to a message or call back the sender. You can reply to a voice message that is from an internal caller. If the message is from an external caller, you can call back the person who left the message. You can call that person back at any number that is in your contacts list. You can send a voice message in reply to an email message using a wave file attachment.

619510003-1A Copyright © 2009 ADTRAN, Inc.

35

Sending Messages from your Mailbox Enterprise Communications Server

If you press # after you record a message, you can choose from any of the end-of-record options, listed below.

4

5

*

2

3

Table 4–5: End-of-record options

1

deliver re-record listen append discard cancel

To reply to an internal voice message

1. Access your mailbox using a telephone.

2. Listen to the voice message that you want to reply to.

3. Press

8

to reply to the message.

4. If the message is from a caller with an internal mailbox do one of the following:

• Record your message at the tone

• Press

1

to call back the extension

To reply to an email message

1. Access your mailbox using a telephone.

2. Listen to the email message that you want to reply to.

3. Press

8

to reply to the message.

4. Record your message after the tone.

5. When you finish recording your message press

#

.

When you reply to an email message, the reply is delivered as a wave file attachment to the sender of the email. The recipient opens the attachment to hear your voice message.

To call back in response to a voice message

1. Access your mailbox using a telephone.

2. Listen to the voice message that you want to respond to.

3. Press

8

to call back in response to the voice message.

36 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Caller Options

4. Do one of the following:

• If you have the sender’s Calling Line ID, press

1

to call back the sender.

• If the sender’s telephone number is in your contacts list, press

2

to call back the sender at any of the numbers listed.

• If you want to call a separate number in your contacts list, press

3

and enter the first few digits of the person’s last name.

To call back in response to an email message

1. Access your mailbox using a telephone.

2. Listen to the email message.

3. Press

8

to call back in response to an email message.

4. If the sender’s email address is in your contacts list, press

2

to call back the sender at any of the numbers listed.

Searching your contacts list

From your mailbox, you can transfer to a telephone number, search your contacts for a number to transfer to, or search for information—such as address, email addresses, or telephone numbers—about your personal contacts.

To search your contacts

1. Access your mailbox using a telephone.

2. From the Main Menu, press

5

.

3. If you want to transfer to a telephone number, enter the number.

4. If you want to search your contacts list, do either of the following:

• Press

1

to search your contacts and transfer to a contact on your list

• Press

2

to search your contacts and retrieve information about a contact on your list

The type of information that you can retrieve includes the address, telephone number, or email address for a contact, if already specified in the contact fields.

Caller Options

Callers that dial into the system have several options. While callers are listening to user greetings or leaving messages, they can bypass a greeting, skip out of a greeting, skip out to another extension after they leave a message, or dial the operator. A caller that accidentally ends up in the wrong voicemail, or decides they want to call someone else instead, can skip out of a greeting. After leaving a message, a caller can go to another extension and leave a message for another user without having to hang up and redial the system.

619510003-1A Copyright © 2009 ADTRAN, Inc.

37

Caller Options Enterprise Communications Server

To bypass a greeting

Press

#

while listening to a greeting.

If the out-of-office greeting is enabled, the caller must listen to the initial system status message before pressing the # key. The caller cannot press any key until the greeting has played: “The user at this extension is out of the office”.

To skip out from a greeting

Press

*

while listening to a greeting. The caller hears the following: “If you wish to be transferred to an extension, please dial the extension number now. If you are not sure of the extension number, but know the name, press 1 now. Press * to manage you mailbox.”

This feature depends on how the system is configured. The administrator can change the key access skip out option and whether it is enabled.

To skip out to another extension after leaving a message

1. After you record a message, press

#

to send a message.

2. Choose an option from the

End of message menu on page 33

. The caller hears the following:

“You may hang up now or if you wish to be transferred to an extension, please dial the extension number now.”

This feature works correctly only if it is enabled by the system administrator.

To dial an operator

While listening to a greeting, press the operator key. By default, the operator key is

0

.

The operator key can be configured by the system administrator. It might be a key other than

0

.

38 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Managing Messages using your Computer

5 Managing Messages using your Computer

This chapter explains how the UC Server works with Microsoft Outlook, Lotus Notes, and an integrated messaging client to provide a unified communications solution. The chapter covers the following topics:

Overview on page 39

Managing Messages in Microsoft Outlook on page 39

Managing Messages in Lotus Notes on page 45

Managing Messages in the Mailboxes Menu in the NetVanta UC client on page 51

Overview

The UC Server works with Microsoft Exchange, Lotus Notes, an integrated messaging client (using the

Mailboxes menu in the UC Server), and other IMAP-compliant email systems to provide users with a single storage and access point for voice, fax, and email messages. Users can retrieve and manage messages either over the telephone or directly from the desktop. This chapter explains how to retrieve and manage messages from your desktop.

Managing Messages in Microsoft Outlook

The UC Server can be integrated with Microsoft Outlook so that all your messages appear in the same inbox. Here is what an Outlook inbox looks like:

Message icons

You are already familiar with email messages and how to manage them from your desktop. You can

619510003-1A Copyright © 2009 ADTRAN, Inc.

39

Managing Messages in Microsoft Outlook Enterprise Communications Server manage voice and fax messages in the same way. When you double-click on a voice message icon, the message opens in a NetVanta UC client VoiceForm. You can play a voice message over your computer using a headset, or over a telephone speaker, and you can forward the message to someone else.

When you double-click on a received fax in your Outlook Inbox, the fax opens in the NetVanta UC client

FaxForm. You can print the fax, forward it by email or to other fax devices, or save the fax as a PDF.

The NetVanta UC client custom VoiceForm and FaxForm allow you to manage voice and fax messages as you would any other email. You can forward, move, delete, and save a message.

Managing voice messages in Outlook

You can listen to your voice messages from Microsoft Outlook, and you can manage your voice messages from Outlook.

Listening to voice messages

An icon in your voicemail inbox indicates a voice message.

To listen to a voice message

1. In your Outlook inbox, double-click a voice message.

Voice message icon

You can select the icon, or the subject line of the message.The voice message window appears.

Audio commands

Speaker icons

Sliding volume control

Connection state

40 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server

2. Select the icon of the speaker that you want to use.

Managing Messages in Microsoft Outlook

The icon that you select is enclosed by a dotted line.

3. Select

play

. Use the other audio commands to manage the playback.

Skip

Backwards

Stop

Skip

Forwards

Move to

Beginning

Move to End

Play

Pause

Managing voice messages

You can manage voice messages from your Outlook inbox or from a voice message window that you open.

When you connect to the server to retrieve messages, the message waiting light turns off, depending on how it is configured by the system administrator.

The following instructions apply to both means of management. Unless otherwise stated, they assume that you have opened a voice message and that it is displayed in a voice message window. When you are managing voice messages from your Outlook inbox, you need to select a voice message before following the steps.

To print text or an annotation associated with a voice message

1. Select

File > Print

.

2. Change the print options that you want.

3. Select

OK

.

To save the audio component of a voice message

1. Select

File > Save As

.

2. In the

File name

text box, type a name for the message.

3. From the

Save In

list, choose a location for the saved file.

4. Select

Save

.

619510003-1A Copyright © 2009 ADTRAN, Inc.

41

Managing Messages in Microsoft Outlook

To delete a voice message from the inbox

1. Select the voice message that you want to delete.

2. Select the

Delete

icon.

Enterprise Communications Server

Delete icon

By default, Outlook deletes the voice message from the inbox and puts it in the Deleted Items folder in Outlook.

To move a voice message to a different Outlook folder

1. Select the voice message that you want to move.

2. Drag the message to the Outlook folder where you want to move the message. Outlook folders appear in the folder list of your inbox.

To forward a voice message

1. Select the

Forward message

icon.

Forward message icon

The following window opens.

Wave form

Text area

2. In the text area, type comments or additional information that you want to include. Internal recipients can listen to the voice message and read your comments in the text area. External recipients can read your comments in the text area and receive the audio as an attachment.

3. Select

To

.

42 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Managing Messages in Microsoft Outlook

4. Select a recipient from your Outlook contacts list. The information for the recipient must include an email address if you want the message to be forwarded successfully. If the recipient is not internal or is not included on your contacts list with an email address, then do the following: in the

Select Names

dialog box, select

To

and type the recipient’s email address in the

Forward Voicemail To

text box.

5. Select

OK

.

6. Select

File > Send

.

Managing fax messages in Outlook

You can identify fax messages in your Microsoft Outlook Inbox by the following fax message icon.

Fax message icon

To view a fax message

From your Outlook inbox, double-click a fax message. You can select the fax message icon or the subject line of the message. The fax message opens in the NetVanta UC client FaxForm.

If you do not see the fax icon, and if the fax message opens in NetVanta UC client Fax

Viewer instead of the NetVanta UC client FaxForm, then you may not have the NetVanta

UC client FaxForm installed on your NetVanta UC client. See your system administrator for more information.

To print a fax message

1. Select the fax message that you want to print.

2. Select

File > Print

.

To save a fax message

1. Select the fax message that you want to save.

2. Select

File > Save as TIF file

.

3. In the

File name

text box, type a name for the message.

4. From the

Save in

list, choose a location for the saved file.

5. Select

Save

.

To save a fax message as a PDF

Save as PDF File icon

1. Double-click the fax message that you want to save. The NetVanta UC client FaxForm opens

2. Select

File > Save as PDF file

, or select the Save as PDF File icon on the toolbar.

619510003-1A Copyright © 2009 ADTRAN, Inc.

43

Managing Messages in Microsoft Outlook

3. In the

File name

text box, type a name for the message.

4. From the

Save in

list, choose a location for the saved file.

5. Select

Save

.

To delete a fax message from your inbox

1. Select the fax message that you want to delete.

2. Select the

Delete

icon.

Enterprise Communications Server

Delete icon

By default, Outlook deletes the voice message from the inbox and puts it in the Deleted Items folder in Outlook.

To move a fax message to a folder

1. Select the fax message that you want to move.

2. Drag the message to the Outlook folder where you want to move it. Outlook folders appear in the folder list of your inbox.

To forward a fax message by fax

1. Select the fax message that you want to forward.

2. Select the

Forward message

icon.

Forward message by fax icon

3. In the text area, type comments or additional information that you want to include.

4. Select

To

.

5. Select a recipient from your Outlook contacts list. The information for the recipient must include an email address if you want the message to be forwarded successfully. If the recipient is not internal or is not included on your contacts list with an email address, then type the recipient’s email address in the

To

text box.

6. Select

OK

.

7. Select

File > Send

.

44 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server

To forward a fax message by email

1. Double-click the fax that you want to forward.

Managing Messages in Lotus Notes

Forward message as a a PDF file

The NetVanta UC client FaxForm opens.

2. If you want to save a copy of the fax as a PDF before forwarding the fax then select

File > Save as

PDF file

.

• In the File name box, type a name for the message.

• In the Save in list, choose a location where you want to save the file.

• Select

Save

.

3. Select the Forward message by email icon.

Forward message by email icon

4. In the text area at the bottom of the window, type any comments or additional information that you want to include with the fax.

5. Select

To

.

6. Select a recipient from your Outlook contacts list. The information for the recipient must include an email address if you want the message to be forwarded successfully. If the recipient is not internal or is not included on your contacts list with an email address, then type the recipient’s email address in the

To

text box.

7. Select

File > Send

.

Managing Messages in Lotus Notes

The UC Server integrates with Lotus Notes through an IMAP-compliant email server. With administrator and user mailboxes and passwords, the UC Server puts voice and fax messages into the appropriate mailbox.

Lotus Notes users can view voice messages in their inbox and can play voice messages through either a computer sound card or over the telephone. Lotus Notes users can also view fax messages without opening additional programs.

Launching Lotus Notes

When you launch the Lotus Notes client, it attempts to connect to the UC Server. At the first attempt, you are prompted for the location of the UC Server.

619510003-1A Copyright © 2009 ADTRAN, Inc.

45

Managing Messages in Lotus Notes Enterprise Communications Server

To launch Lotus Notes with the UC Server the first time

1. Launch Lotus Notes.

2. In the Server Name box, select the machine name or IP address of the UC Server.

3. Enable the

Save as default

check box to automatically select the server the next time you launch

Lotus Notes.

4. Select

OK

.

5. Type your user name in the

User name

box. In most cases, the user name is your mailbox number.

6. Type your password in the

Password

box. In most cases, the password is your telephone mailbox password.

7. Enable the

Save as default

check box to automatically log in to the UC Server the next time you launch Lotus Notes. Incoming voice and fax messages appear in the Lotus Notes inbox. Here is what a Lotus Notes inbox looks like:

Lotus Notes automatically associates custom icons with voice and fax messages.

Voice icon

Fax icon

46 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Managing Messages in Lotus Notes

Managing voice messages in Lotus Notes

Listening to voice messages

Open the voice message to open the following form and client plug-in.

Audio commands Playback selection

Toolbars

Waveform representation of voice messages

The form allows you to select the playback type: associated telephone handset, or speaker phone. The waveform representation allows you to highlight and select sections of audio to play back.

To listen to a voice message

1. In your Lotus Notes inbox, double-click a voice message.

2. Select the icon of the speaker that you want to use.

3. Select

play

.

Managing voice messages

When you manage voice messages from the Lotus Notes inbox, you can select a voice message in the inbox, or open the message. You can access the same options—replying, forwarding, and deleting—from either the inbox or the open message dialog.

619510003-1A Copyright © 2009 ADTRAN, Inc.

47

Managing Messages in Lotus Notes Enterprise Communications Server

To reply to a voice message

1. Select

Reply

. If you want to reply to everyone who is on the

To

list, select

Reply to All

.

2. Select one of the following:

• Reply

• Reply with History

• Reply without Attachment(s)

• Reply with Internet-Style History

3. Type a message in the message area.

4. Select

Send

. If you want to save a copy of the reply, select

Send and File...

and select a location to save to.

To forward a voice message

1. Select

Forward

.

2. Select one of the following:

• Forward

• Forward without Attachment(s)

• Forward with Internet-Style History

3. Type the email address to which you want to forward the memo.

4. If you want to add a message, type it in the message area.

5. Select

Send

. If you want to save a copy of the forward email, select

Send and File...

and select a location to which to save the copy.

To delete a voice message from the inbox

1. Select the message that you want to delete.

2. Select

Delete

.

Managing fax messages in Lotus Notes

Opening an incoming fax message opens the following form and client plug-in.

48 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server

Viewing commands

Managing Messages in Lotus Notes

Toolbars

Displayed fax

Sent Items

Fax transmission reports

Faxes that you send from a client computer are automatically put into the

Sent Items

folder.

The “Sent Items” folder used by Lotus Notes IMAP is not the same as the Lotus Notes

“Sent” folder. To review fax transmission reports, you might have to create a folder called “Sent Items.”

For information about the fax transmission report, refer to

Managing outgoing faxes on page 73

.

Managing fax messages

Using the fax form, you can view and print messages in Lotus Notes. You can also move fax messages to other folders.

To view a fax message

Double-click a fax message. Scroll in the Fax Viewer to view the fax.

619510003-1A Copyright © 2009 ADTRAN, Inc.

49

Managing Messages in Lotus Notes Enterprise Communications Server

To print a fax message

1. Open the fax message that you want to print.

2. In the Fax Viewer, select the

Print

icon to open the print dialog box.

Print icon

Make sure that the correct printer is selected in the

Name

list.

3. Select

OK

.

To save a fax message to a folder as a PDF file

Save as PDF

1. Double-click a fax message

2. Select on the

Save as PDF...

icon in the fax control

3. In the file name box, type a name for the message.

4. In the

Save in

list, choose a location where you want to save the file.

5. Select

Save

.

Synchronizing your password with Lotus Notes

If you do not receive voice or fax messages, or are unable to access your mailbox, you might have to synchronize your password with Lotus Notes.

Lotus Notes uses two different internal passwords: Lotus Notes and Internet password. The Lotus Notes password is used exclusively with the Lotus Notes client. The Internet password is for all other login authentications using Internet protocols, including Web access, POP, and IMAP4.

Changing your Lotus Notes password does not automatically change the Internet password. When creating a Lotus Notes user, there is an option to synchronize the Internet password with Lotus Notes. The synchronization occurs only when the user is created, otherwise the passwords must be individually managed.

To change your IMAP4 password in the UC Server

1. Launch the NetVanta UC client.

2. Log in with the Lotus Notes user name and telephone password.

3. Select

Tools > Options

.

4. Select the

External Systems

tab.

50 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Managing Messages in the Mailboxes Menu in the NetVanta UC client

5. Make sure that the information in the IMAP mailbox management section is correct.

6. Select the

password

button.

7. Enter the new Lotus Notes Internet password.

Managing Messages in the Mailboxes Menu in the

NetVanta UC client

The Mailboxes menu provides an integrated messaging client and displays all your voice and fax messages in one inbox. You can play messages, forward messages to an email address, create attachments, and archive messages.

The navigation pane displays the folders in which messages are stored. Open a folder to view the contents in the content pane. An icon indicates a voice or fax message. The information pane displays details about the history of the message that you open. In the preview pane, you can view the waveform of a voice message or contents of a fax message.

Managing messages

Using the content pane of the

Mailboxes

menu, you can open, delete, or mark a message.

To open a fax message in the Fax Viewer

1. Right-click the fax message that you want to open.

2. Select

Open

.

To delete a fax or voice message

1. Right-click the fax or voice message that you want to delete.

2. Select

Delete

.

3. Select

Yes

to confirm the deletion.

To mark a fax or voice message as heard or unread

1. Right-click the fax message that you want to mark.

2. Select

Mark as Heard

or

Mark as Unread

.

Playing voice messages

You can play voice messages using the telephone or computer speakers.

619510003-1A Copyright © 2009 ADTRAN, Inc.

51

Managing Messages in the Mailboxes Menu in the NetVanta UC clientEnterprise Communications Server

To play a voice message

1. In the

Content

pane, select the message that you want to play.

2. If the waveform of the message does not automatically appear in the preview pane, select the

Download

button.

3. Select the icon of the device that you want to use to play the message.

4. Select the

Play

button to play the voice message.

Using attachments

You can drag a voice or fax message to an email message in your email client. The message that you drag becomes an attachment. You can create attachments for new messages, reply emails, or forward emails.

The

Save Attachment

option enables you to save a voice or fax message attachment to your hard drive, which you can then forward to other users using your regular email client.

To create an email attachment

1. Open your email client.

2. Do one of the following:

• Create a new email message.

• Create a reply to an existing email message.

• Create a forward email for an existing email message.

3. Drag the voice or fax message that you want from the content pane of the

Mailboxes

menu to the email message. The message automatically becomes an email attachment.

To save an email or fax locally as an attachment

1. Select the

Mailboxes

navigation bar.

2. Select the voice or fax message that you want to save as an attachment.

3. Right-click the selected message, and select

Save Attachment

.

Alternatively, select

File > Save Attachment

.

4. Browse to the location where you want to save the file locally, and select

Save

.

To save a fax message to a folder as a PDF file

1. Double-click a fax message

2. Select on the

Save as PDF...

icon in the fax control

Save as PDF

3. In the file name box, type a name for the message.

52 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Managing Messages in the Mailboxes Menu in the NetVanta UC client

4. In the

Save in

list, choose a location where you want to save the file.

5. Select

Save

.

Archiving messages

You can save voice and fax messages in an archive directory on the hard drive.

To archive a message

1. Create a directory where you want to archive voice and fax messages.

2. Drag the voice or fax message that you want from the content pane of the Mailboxes menu to the directory that you created. The message is automatically copied to the directory.

619510003-1A Copyright © 2009 ADTRAN, Inc.

53

Managing Messages in the Mailboxes Menu in the NetVanta UC clientEnterprise Communications Server

54 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Using SIP Telephones

6 Using SIP Telephones

This chapter presents the basics of using SIP telephones, and includes the following topics:

Overview on page 55

Customizing your Phone on page 55

Using SIP Phones on page 57

Overview

The SIP solution provides extensive telephone features including superior voice quality, customer costsavings, support for real-time communications, and improved efficiency of communications.

SIP-enabled phones, in conjunction with the UC server, offer a wide range of phone features, such as call park/pickup, overhead paging, auto attendant, single button voicemail access, caller ID, conferencing, hunt groups, ring groups, message waiting indicator, music on hold, and more.

The UC server works with many types of SIP-compliant phones. However, phones from different manufacturers are configured differently, and the phone features are accessed in a different way.

This chapter does not replace individual phone installation and configuration manuals.

SIP telephone user guides for manufacturers that are part of the ADTRAN Connect or

Connect PLUS program are available on the ADTRAN website

www.adtran.com/ support

. Refer to the SIP user guide for information about how to use the phone with the

UC server.

Customizing your Phone

In the UC server you can customize your phone to suit your personal preferences. For example, you can set the number of rings before your phone goes to voicemail. You can also set how the message waiting light on your phone operates. For example, whether the message waiting light on your phone turns off when you've accessed your first new voicemail message, or when you've accessed all your new voicemail messages. You can also customize your phone according to your particular phone's make and model. For information on customizing your phone in the UC server, refer to the following sections.

Changing the number of rings before calls go to voicemail on page 56

Setting the message waiting light on your phone on page 56

For more information on customizing your phone, refer to the phone user guide that applies to the make and model of your phone. User guides for ADTRAN supported phones are available from the ADTRAN website at

www.adtran.com/support

.

619510003-1A Copyright © 2009 ADTRAN, Inc.

55

Customizing your Phone Enterprise Communications Server

Changing the number of rings before calls go to voicemail

You can change the number of times a call rings on your extension, before the call is directed to voicemail.

An identity refers to a user extension, an auto attendant, or an email address. The Administrator creates and assigns identities for you, which typically refer to your extension numbers. If you have identities assigned, they appear in the identities pane, on the bottom-left of the UC client window.

To change the number of rings

On the identities pane, select the identity that you want to change, and select the

Number of rings

from the drop list. The default number of rings is 4.

Setting the message waiting light on your phone

Through the NetVanta UC client, you can set how the message waiting light on your phone operates.

To set the message waiting light on your phone

1. Select

Tools > Options

.

2. In the

General

tab, select one of the following options.

Use system defaults

Never turn on or off

The message waiting light behavior for your phone is set according to the system wide setting set by your administrator.

UC Server does not manage the message waiting light

Turn on when new message arrives

Turn off when first message is accessed in mailbox

Turn off when no more new messages in mailbox

The light turns off when you access the first new message in your mailbox.

The light turns off when you access the last new message in your mailbox.

56 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server

3. Select

OK

.

Using SIP Phones

Any changes to the message waiting light options come into effect immediately.

Using SIP Phones

Depending on the manufacturer, SIP phones and the UC server offer a variety of features, such as the following:

• Accessing voicemail messages

• Transferring callers directly to voicemail

• Using the NetVanta UC Server conference bridge

• Paging

• Parking calls and picking up parked calls

• Working with call queues

• Picking up ringing calls

• Changing phones during a call

Accessing voicemail messages

Some telephones provide a single button to access your voicemail. This is useful when accessing messages from your phone. You can press the Messages button and go directly to voicemail to check your messages.

You might have one or several identities (typically extensions) assigned to your telephone. The number of buttons on the phone determines the number of possible identities that can be configured on it.

To use the message button on a phone with one identity

4. Press the

Messages

button on your phone. Enter your telephone Personal Identification Number (PIN) at the prompt to access your personal voicemail.

To use the message button on a phone with more than one identity

1. Press the

Messages

button on your phone.

2. From the Line Select menu, select using the telephone keypad, or the arrow keys on the telephone line for which you want to review your messages.

As long as there is a user profile associated with the identity, callers are prompted for their telephone PIN.

619510003-1A Copyright © 2009 ADTRAN, Inc.

57

Using SIP Phones Enterprise Communications Server

Transferring callers directly to voicemail

You can transfer a caller directly to voicemail, without ringing the recipient’s telephone. This feature is useful if a caller needs to leave a message for a user, but does not need to speak to the user directly. After a direct transfer, the caller hears the user’s personal assistant greeting, and can follow the prompts accordingly.

To perform a blind transfer to another user’s voicemail

1. During an active call, begin a blind transfer, which puts the caller on hold. The steps to perform a blind transfer vary depending on the type of phone you are using. For more information, refer to the user documentation for your phone.

2. Enter

*86<Destination mailbox number>

.

3. Press

Send

or

Dial

, depending on the phone type you are using.

To perform a supervised transfer to another user’s voicemail

1. During an active call, begin a supervised transfer, which puts the caller on consultation hold. The steps to perform a supervised transfer vary depending on the type of phone you are using. For more information, refer to the user documentation for your phone.

2. Enter

*86<Destination mailbox number>

.

3. Press

Send

or

Dial

, depending on the phone type you are using.

4. To complete the transfer, press the

Transfer

key again.

To leave a message directly in a recipient’s mailbox

1. Enter

*86<Destination mailbox number>

.

2. Press

Send

or

Dial

.

Using the NetVanta UC Server conference bridge

The UC server has the ability to support a limited-sized conference bridge application. The number of participants is limited to the number of licenses available, however additional conference expansion licenses can be purchased. See your system administrator for more details. You can use your SIP phone during the conference to access several options, such as muting or adding participants.

Any lone user in a conference bridge hears the sound of “crickets,” which is confirmation that they are the only person in the conference.

58 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Using SIP Phones

To access the conference bridge

1. From an internal telephone, dial the conference bridge number. The default number is

7050

.

You can also dial 7050 to access the conference bridge from the

dial by extension

or

dial by name

directory.

2. Enter the 4-digit

conference ID

.

3. Follow the prompts to access the conference bridge.

To access the list of options, you can press

*

while the conference is in progress.

Conference option list

When you press

*

during a conference, the following options are available. The available options depend on at which point during the conference you press

*

. Only relevant options are available.

• Press

1

to mute yourself. Response: “You are now muted.”

• Press

2

to unmute yourself. Response: “You are now unmuted.”

• Press

3

to disable entry and exit notifications. Response: “Entry and exit notifications have been disabled.”

• Press

4

to mute all other participants. Response: “All others have been muted.”

When you press

4

to mute all participants, this does not apply to new callers who join the conference. To mute new callers, press

4

again.

• Press

5

to unmute all other participants. Response: “All others have been unmuted.”

• Press

7

to toggle between closing and reopening the conference to additional participants. Response:

“The conference is now closed to additional participants.” Response: “The conference is now reopened to additional participants.”

• Press

9

to end the conference.

• Press

0

to report the number of participants. Response: “Including yourself, there are x participants.”

• Press

#

to return to the conference.

Paging

You can send live pages. Live paging allows you to instantly broadcast a page . For instructions on sending

619510003-1A Copyright © 2009 ADTRAN, Inc.

59

Using SIP Phones recorded pages, see your system administrator.

Enterprise Communications Server

In order to send a live page, your system administrator must have enabled access for you to do so. For more information, see your system administrator.

To send a live page

1. From your phone, dial

*72

(or

*PA

).

2. After you hear the tone, begin speaking.

3. When you are finished with the page, hang up or use the end call function on your phone.

Parking calls and picking up parked calls

You can park an active call, and the parked call can be retrieved on another phone. This feature is useful if you want to change phones during a call.

Call park/pickup must be enabled by your system administrator for use on your phone.

There are two methods of parking calls. In one method, the UC server selects the next available park number. Alternatively, you can select your own park number. Having the UC server select the park number is useful if you are uncertain whether a call is already parked at a particular number.

If more than one identity (for example, more than one extension number) is assigned to your phone, then transfer the call rather than putting the active call on hold.

If a person whose call has been parked then puts the call on hold, the person retrieving the parked call will hear dead air or silence until the other party resumes the call.

To park a call at the next available number

1. Put the active call on hold.

If your phone has more than one identity assigned to it, then

Transfer

the call instead of putting it on hold.

2. Dial

*99

.

60 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Using SIP Phones

3. Note the

hold position

that plays over the telephone. The hold position is used by the person who answers the parked call. The UC server selects the park number for the caller starting at 1, or the next available higher number.

4. Press

DIAL

. The call is removed from the hold position, and put in the system park position.

To park a call at a selected park number

1. Put the active call on hold.

If your phone has more than one identity assigned to it, then

Transfer

the call instead of putting it on hold.

2. Dial

*99

.

3. Enter the number that you want to use as the park number. The hold position is used by the person who answers the parked call. For example, if you enter

1234

, then the call is parked at 1234, and can be picked up at 1234.

4. Press

DIAL

. The call is removed from the hold position, and put in the park position.

To answer a parked call

1. Typically, a company announcement informs you that a call is on hold for you.

2. Dial

*98

. The system prompts you for the park hold position.

3. Dial the number of the park hold position. The system disconnects the current call and presents a new call.

4. Answer the new call to speak to the parked caller.

If nobody answers the parked call, the call rings the extension that originally put the call on system park.

Working with call queues

Call queuing allows incoming calls to be distributed to an individual within a specified group of agents.

The feature is useful for companies that handle a lot of incoming phone calls, and where the caller is not trying to reach a specific individual, but wants to talk to a member of an agent group, such as a salesperson, as quickly as possible. Call queuing allows callers to remain in a queue while they wait for their call to be answered by the appropriate agent.

The total number of simultaneous calls that can be queued in the system is

64

.

619510003-1A Copyright © 2009 ADTRAN, Inc.

61

Using SIP Phones Enterprise Communications Server

The agent is typically associated with a particular area of expertise, for example, sales or support. A support agent who is ready to answer calls can log into the call queue and receive support calls in a specified order, for example, in order of arrival or priority.

Calls are distributed to the most idle agent. If an agent is logged in, the caller hears an introductory queue greeting. If no agents are logged in, the caller is directed to the overflow destination. The overflow destination then provides an additional greeting.

If callers know the queue number, they can dial directly into a queue.

Logging in and out of a queue

Agents can log in or log out of a queue. Agents who log in to a queue receive calls that are directed to that queue.

The maximum number of agents that can log in to a queue at the same time is 64.

To subscribe to a queue

1. Dial

*81<QueueNumber>

. Ensure that you enter the correct queue number.

2. Hang up.

To avoid errors when entering queue numbers, use speed dial to login and out of queues without errors.

To unsubscribe from a queue

1. Dial

*82<QueueNumber>

.

2. Hang up.

To present a call to the queue

1. Dial

*80<QueueNumber>

.

2. Hang up.

Contact your system administrator to obtain the queue number for your queue.

Temporarily stop accepting queued calls

If you are logged into a queue to accept incoming queued calls, there may be times when you wish to temporarily stop accepting queued calls, without logging out of the queue. You can manually set your

62 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Using SIP Phones status to unavailable to prevent accepting further incoming queued calls, without logging out of the queue.

Temporarily setting your status to unavailable does not change your longest idle position in the agent group. When you make yourself available again by logging back into the queue, your idle time is based on the time since your last call, including the time that you were unavailable.

To set your agent status to unavailable

1. Dial

*83

.

2. Press a number from

1

to

9

to indicate your reason for being unavailable.

3. Hang up.

To set your agent status to available

1. Dial

*83

.

2. Press

0

at the prompt.

3. Hang up.

Checking your agent status in a call queue

You can check your agent status to verify whether you're currently logged into a call queue, whether your status is set to temporarily unavailable, or whether you're currently logged out of the call queue.

To check your agent status

1. Dial

*84<QueueNumber>

. Ensure that you enter the correct queue number.

The system will indicate your current status as:

• Logged in

• The agent is not available, service code <#>

• Not Logged in

2. Hang up.

Picking up ringing calls

Ringing call pick up allows you to answer other ringing telephones, which means that you no longer have to run to answer another person’s telephone. You can divert a ringing call from another telephone, typically within earshot, to your own telephone to answer.

To use ringing call pick up, you must know the extension of the phone that is ringing.

This feature also allows for night bell support. Many small companies have an audible bell that rings after business hours. Night bell support can also allow employees to contact security after hours. This feature can allow employees, for example on manufacturing floors, who are not stationed at a particular desk to

619510003-1A Copyright © 2009 ADTRAN, Inc.

63

Using SIP Phones Enterprise Communications Server answer any telephone.

To use ringing call pick up, your phone must be configured to receive incoming calls.

Make sure that such features as

call forwarding

and

do not disturb

are not enabled on the phone.

To answer a call on another user’s phone

1. When you hear a phone that you want to answer, dial

*78<Extension>

. Make sure that you dial, on your own phone,

*78

plus the extension of the phone that is ringing.

2. If the phone has stopped ringing by the time you dial the *78 code, the system prompts you to enter your pickup ID.

If the pickup ID that you enter is invalid, the system prompts you with “That is not a valid pickup ID,” and asks you to enter a valid pickup ID.

Changing phones during a call

Using connected call pickup, you can seamlessly transfer calls from one device to another, such as from a cell phone to your desk phone. This feature is most commonly used with mobile twinning, where calls to one phone number can ring simultaneously at multiple devices, such as an internal extension number and a cell phone number. For example, if you were away from your desk and you answered a call that was transferred or twinned to your cell phone, then when you return to your desk, using the connected call pickup feature, you can pickup that call on your desk phone, without the caller being aware that you changed phones.

To configure mobile twinning, see your system administrator.

Benefits of using connected call pickup

The benefits of using connected call pickup include using one phone number and multiple devices to be accessible to callers, while minimizing costs by then transferring calls to your internal extension or to another land line phone.

Requirements for using connected call pickup

To pickup a connected call, the called number must go through the UC server. That is, the call must be

64 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Using SIP Phones transferred, forwarded, or twinned to your alternate phone number. For example:

• Calls can be made directly from another extension to your alternate phone number

• Calls can be transferred by internal users to your alternate phone number

• Calls can be transferred using the Transfer Call options available from your Personal Assistant or

Personal Business Assistant to your alternate number

• Using mobile twinning, calls can ring your alternate phone number and your internal extension simultaneously

Unless your system administrator has configured this mode differently, you must know the phone number of the phone that answered the call, that is, the extension number or the external telephone number, in order to pickup the connected call.

Your phone must be able to receive another call. That is:

• A line must be available

• Do Not Disturb (DND) must be off

• Call forwarding must be off

The connected call pickup feature must be enabled.

Your system administrator may disable this feature due to privacy concerns.

To change phones during a call

1. From the phone that you want to transfer the call to, dial

*27

<called phone number>. The called phone number can be an internal extension number or an external phone number, and refers to the number of the phone that answered the call. Your system administrator may configure this option so that you can only pickup connected calls from your cell phone using your desk phone. If this is the case, then dial

*27

only. To connect the call, the phone that you are dialing from rings.

2. Answer the ringing phone. When you answer the phone, the call automatically connects to this phone, and is dropped from the phone that you originally answered the call with. The call is transferred from one phone to another silently, so the user may be unaware that you have changed phones.

619510003-1A Copyright © 2009 ADTRAN, Inc.

65

Using SIP Phones Enterprise Communications Server

66 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Faxing

7 Faxing

This chapter provides information about how to send and manage fax documents. A fax printer driver is included, which allows you to send a fax directly from whichever application you are using. There is also a

Fax Wizard to help you with fax transmissions. As with other features, you can select recipients quickly from those listed in your Outlook Contacts or enter the recipient fax number yourself. You can also set an account code to apply to the fax numbers that you choose.

This chapter also includes an overview of how faxes are received, and how to set up automatic notifications when you receive a fax.

This chapter covers the following topics:

Overview on page 67

Sending Faxes on page 68

Receiving Faxes on page 91

Overview

Use the Faxes menu to send and manage fax documents and their cover pages from the UC client. There are several methods of sending faxes including:

• Sending a fax from other applications using the ADTRAN Fax print driver

• Sending a cover page only from the UC client using Quick Fax

• Sending a prepared fax from the UC client

• Automatically sending faxes requested by callers using the Fax-on-demand element in a service.

• Sending faxes to a specific fax number using the Send fax element

The Faxes menu is not used for receiving faxes. Incoming faxes are received and viewed through a user’s mailbox, for example, through Microsoft Outlook, Microsoft Exchange Server, Lotus Notes, or through an

Integrated messaging client (a Mailboxes navigation bar on the user’s UC client) or IMAP4.

The UC server can always receive a fax, provided adequate fax channels are available, whenever a fax tone is detected.

Other methods of receiving faxes include:

• A dedicated fax number (fax identity). That is, a Personal Fax DID (direct-inward-dial) number.

• A shared voice and fax number (using the same identity)

You can also use the receive fax element in a service to customize receive fax behavior.

619510003-1A Copyright © 2009 ADTRAN, Inc.

67

Sending Faxes Enterprise Communications Server

Sending Faxes

You can send a fax document from another application or using the Faxes menu of the UC client. When a fax document is ready to send, the fax is added to the fax queue. Before you send a fax, you can change the user that you want to send the fax from. This is useful if a user manages several mailboxes, or as part of a

Fax-on-demand element.

You can send a fax cover page only using Quick Fax. For more information, refer to

Sending cover pages only using Quick Fax on page 90

.

Sending faxes from other applications using the ADTRAN Fax Printer

You can send faxes from other applications using the ADTRAN Fax Printer. You can also change user profiles to send a fax from another user, or to save a fax to another user’s profile.

To send a fax document from another application

1. Open the document that you want to send as a fax.

2. Select

File > Print

to open the Print dialog box.

3. From the printer name list select the ADTRAN Fax Printer, and select

OK

.

4. If you are prompted, enter the user name and password for the user from which you want to send the fax, and select

OK

.

68 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server

5. In the UC client fax printer dialog box, select one of the following:

Send now

—sends the fax now, after having made your fax selections

Save to file

—allows you to save the file as a fax to send later

Sending Faxes

To change the user from which you want to send the fax, refer to To change users when sending or saving a fax on page 70 .

6. If you select

Save to file

, refer to

To save a document as a fax on page 69

.

7. If you select

Send now

, select

OK

to open the Fax Recipients dialog box.

8. Select

Addresses

to select recipients from your Outlook Contacts list. Otherwise, type the recipient names and fax numbers.

9. Select

Add to List

for each recipient that you specify.

To delete a recipient from the Recipient list, select the recipient and then select

Remove

.

10. Select

Next

and the Fax Scheduling dialog box opens.

11. Specify when you want to send the fax, select

Next

, and the Select Cover Page dialog box opens.

12. To include a fax cover page select

Yes

, and double-click a folder to view its contents.

13. Select the cover page that you want, select

Next

and the Cover Page Details dialog box opens. Use the arrow if you want to return to the previous folder.

Go back arrow

14. Type the subject and notes that you want to add to the cover page, and then select

Next

.

15. At the Finished menu select

Finish

. The fax is sent according to the instructions.

Saving a document as a fax to send later

To save a document as a fax

1. Open the document that you want to save as a fax.

2. Select

File > Print

to open the Print dialog box.

3. In the Name list, select the

ADTRAN Fax Printer

, and select

OK

.

619510003-1A Copyright © 2009 ADTRAN, Inc.

69

Sending Faxes Enterprise Communications Server

4. If you are prompted, then enter the user name and password for the user from which you want to send the fax, and select

OK

.

5. If the Server dialog box opens then select

UC Server

from the list, enable the

Save server as default

check box, and select

OK

to open the UC client

Fax Printer

dialog box.

6. Enable the

Save to file

button.

7. Select the

Browse

button to open the Select Fax Name dialog box.

Browse Button

8. In the text box, type a name for the file and then select

Select

.

9. On the Fax Printer dialog box, select

OK

. The fax document is saved in your fax documents folder.

Changing users when sending a fax or saving a fax to send later

When you send a fax from another application, or when you save a document as a fax to send later, you can change the user that you want to send or save the fax from. This is useful if a user has several mailboxes, or as part of the Fax-on-demand element.

If you are faxing from another application, or saving a document as a fax, then from the

Print

dialog once you have selected the

ADTRAN Fax Printer

and selected

Print

, then you are presented with the UC client

Fax Printer

dialog.

To change users when sending or saving a fax

1. From the UC client Fax Printer dialog box, select the

Change user

button.

Change user button

2. Type the user name and password for the user from which you want to send the fax. The user’s information appears in the

Current user information

section of the Fax Printer dialog box.

3. Select

OK

.

70 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Sending Faxes

Sending faxes using the Faxes menu in the NetVanta UC Client

From the UC client, to get the Faxes menu select the Faxes navigation bar.

For information about sharing faxes, refer to

Importing and Exporting on page 173

.

Content pane

Navigation pane

Preview pane

The

Faxes menu

displays a Navigation pane, Content pane, and Preview pane.

The

Navigation pane

displays the fax folders. You can use these to store fax documents and cover pages that are saved to disk. The Queue folder contains the list of fax transmissions that you have scheduled.

Each entry includes the recipient’s name and fax number, the number of pages to be transmitted, the time and date of transmission, and the cover page that you have associated with it.

The

Content pane

displays the contents of a folder when you select it.

The

Preview pane

provides a partial view of a fax document that you select. As you scroll through the list of available fax documents, you can view them in the Preview pane.

Use the

Page up

and

Page down

commands on the Preview toolbar to view multiple pages of a fax document.

Page down

Page up

Use the Rotate commands on the Preview toolbar to change the orientation of a fax in the Preview pane.

619510003-1A Copyright © 2009 ADTRAN, Inc.

71

Sending Faxes Enterprise Communications Server

You can rotate only one page of a fax document, or the entire document.

Rotate single page

180 degrees

Rotate single page left

Rotate single page right

Rotate document

180 degrees

Rotate document left

Rotate document right

To view faxes in more detail, you can use the Fax Viewer. For more information about the Fax Viewer,

refer to

Managing outgoing faxes on page 73

.

The Faxes menu is not used to receive faxes. If you are an Exchange user, any faxes that you receive can be viewed in your Outlook Inbox. Local message store users can view faxes through the integrated client.

To send a fax using the Faxes menu

1. Select the

Faxes

navigation bar to open the Faxes menu.

2. Select the Fax Documents folder containing the document that you want to send. The folder’s contents are listed in the content pane.

Faxes Folder

3. Select the fax document that you want to send.

4. Select

File > Print

to open the Print dialog box.

5. Follow steps 3 to 18 in

Sending faxes from other applications using the ADTRAN Fax Printer on page 68

.

To specify fax numbers and account code

1. Select the telephone icon in the Fax Recipients dialog box.

Telephone icon

2. Type the area code and telephone number for the fax that you want to specify.

72 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Sending Faxes

3. Choose a country code from the Country code list.

4. Enable the

Use Account Code

check box. The administrator must have enabled this option in order for it to be available.

5. Type an account code in the text box, and select

OK

.

Sending faxes to a specific fax number using the Send Fax element

The Send Fax element allows you to set up a list of fax documents to be sent to a specific fax number. You can specify the fax number, choose a cover page, and then select the list of documents that you want to send. For more information, refer to

Send Fax element on page 124

.

Automatically sending faxes requested by callers using a Fax-ondemand element

You can use a Fax-on-demand element to set up a fax-on-demand service. The Fax-on-demand element allows you to select a fax document and an accompanying cover page, and then have the fax transmitted to callers who select the service from a menu. When callers select Fax-on-demand, they are prompted to enter a fax number. The fax that you selected is then transmitted. For information about using the Fax-ondemand element, refer to

Fax-on-demand element on page 128

.

Managing outgoing faxes

You can preview or print fax documents that you have prepared for transmission. Likewise, you can prepare a document, save it, and make it available for transmission at a later time. Prepared fax documents can be stored in folders for efficient organization and easy retrieval. You can also copy or rename a fax.

A fax transmission report is created and sent with each fax that is sent successfully. A fax transmission report consists of a graphic page image that contains both the text-based transmission report, and a reduced-size image of the first page of the fax. The report includes information such as the date and time the fax was sent, sender’s name, fax number, and total number of attempts. Depending on how your system has been configured, you may be able to print the fax transmission report, along with the first page of the fax, by using the

File

>

Print First Page

command in the Fax Viewer.

Fax transmission reports are sent to your Sent Items folder when a fax is sent successfully. If the fax is unsuccessful, an email stating the failure appears in your mailbox.

To preview a fax document

1. Select the

Faxes

navigation bar to open the Faxes menu.

2. Select the fax documents folder containing the document that you want to preview. The folder’s contents are listed in the content pane.

Faxes Folder

619510003-1A Copyright © 2009 ADTRAN, Inc.

73

Sending Faxes Enterprise Communications Server

3. Right-click the fax document that you want to preview, and select

Open

to display the fax in the Fax

Viewer.

74 Copyright © 2009 ADTRAN, Inc.

619510003-1A

.

Enterprise Communications Server Sending Faxes

Use the zoom control icons to zoom in or out of the fax.

Zoom in

Zoom out

Use the rotate control icons to rotate only one page of a document, or the entire document. Rotate to the left, right, or 180 degrees.

Rotate single page

Rotate entire document

619510003-1A Copyright © 2009 ADTRAN, Inc.

75

Sending Faxes Enterprise Communications Server

Use the page control icons to scroll through a multiple-page document.

Previous page Next page

To print the fax document from the Fax Viewer, select the printer icon on the Fax Viewer toolbar.

To print a fax document

1. Select the

Faxes

navigation bar to open the Faxes menu.

2. Select the fax documents folder containing the document that you want to print. The folder’s contents are listed in the content pane.

Faxes Folder

3. Right-click the fax document that you want to print, and select

Open

to display the fax in the Fax

Viewer.

4. Select

File > Print Setup

to open the Print Setup dialog box.

5. Select a printer, and select

OK

.

To print the first page only of a fax document

1. Select the

Faxes

navigation bar to open the Faxes menu.

2. Select the fax documents folder containing the document that you want to print. The folder’s contents are listed in the content pane.

3. Right-click the fax document that you want to print, and select

Open

to display the fax in the Fax

Viewer.

4. Select

File > Print First Page

to print the first page only of the fax. Depending on how your system is configured, the fax transmission report may also be printed.

To rename a fax document

1. Select the

Faxes

navigation bar to open the Faxes menu.

2. Select the fax documents folder containing the document that you want to rename. The folder’s contents are listed in the content pane.

3. Right-click the fax document that you want to rename, and select

Rename

.

4. Type a new name for the fax document.

76 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Sending Faxes

To copy a fax document

1. Select the

Faxes

navigation bar to open the Faxes menu.

2. Select the fax documents folder containing the document that you want to copy. The folder’s contents are listed in the content pane.

3. Right-click the fax document that you want to copy, and select

Duplicate

. A copy of the fax document appears in the content pane, with the words “Copy of” before its name. You can rename the copied document.

To delete a fax document

1. Select the

Faxes

navigation bar to open the Faxes menu.

2. Select the fax documents folder containing the document that you want to delete. The folder’s contents are listed in the content pane.

Faxes Folder

3. Right-click the fax document that you want to delete, and select

Delete

.

4. Select

Yes

to confirm the deletion.

When you create a fax document for transmission at an undetermined time, you can save it to a fax documents folder. That makes it easy to find the fax when you open the Faxes menu and schedule its transmission.

To create a folder for fax documents

1. Right-click anywhere in the content pane.

2. Select

New > Folder

. A new folder is added is added to the list in the content pane.

3. Type a name for the folder.

To put a fax document in a folder

Select the fax document that you want to store in a folder and drag it to the folder where you want to store it.

Select a folder to view its contents.

On the toolbar, use the Go back arrow to return to the list previously displayed in the content pane.

619510003-1A Copyright © 2009 ADTRAN, Inc.

77

Sending Faxes Enterprise Communications Server

Viewing the fax queue and status

Select the Queue icon in the navigation pane of the Faxes menu to view all the faxes that you have scheduled for transmission. You can view the list of faxes that you have prepared, delete or cancel transmission, suspend transmission indefinitely, reschedule transmission, and forward faxes. You can also change the transmission by adding or removing recipients.

When a fax has been successfully transmitted, it is removed from the fax queue. You receive an email message signaling successful transmission.

The system administrator has set the maximum number of transmission attempts. If a fax is not successfully transmitted after the maximum number of attempts, you receive an email message to inform you about the failure. When you send a fax using the ADTRAN fax printer driver, a fax transmission report appears in your inbox. In the case of visual clients such as Microsoft Exchange, Lotus Notes, IMAP4, or

Integrated Messaging client, a successful fax transmission report appears in your Sent Items folder. If the fax is not sent successfully, a failed fax transmission report appears in your inbox.

The fax transmission includes a history of the attempts and outcome of the fax. A fax transmission report is also available in the call logs.

To view the fax queue

1. Select the

Faxes

navigation bar to open the Faxes menu.

2. Select the

Queue

folder icon. The folder’s contents are listed in the content pane.

For each fax in the list, you can see the recipient’s name and fax number, the scheduled transmission time and date, and the number of pages including the cover page.

To view an individual fax listed in the fax queue

1. Select the

Queue

folder. Faxes scheduled for transmission are listed in the content pane.

2. Right-click the fax that you want to view, and select

Open

.

To change recipients or fax numbers of a fax listed in the fax queue

1. Select the

Queue

folder. Faxes scheduled for transmission are listed in the content pane. You can change a scheduled fax only if it is in waiting status.

2. Right-click the fax that you want to change, and select

Modify

. The Recipients dialog box opens.

3. Make the changes that you want, and then select

Next

.

4. To remove a recipient from the list, select the recipient in the list and then select

Remove

.

5. To change a recipient’s fax number, select the recipient and then make the change.

6. Select

Next

until the Finished menu appears.

7. Select

Finished

.

78 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Sending Faxes

To reschedule transmission of a fax listed in the fax queue

1. Select the

Queue

folder. Faxes scheduled for transmission are listed in the content pane. You can reschedule a fax only if it is in waiting status.

2. Right-click the fax whose transmission you want to reschedule, and select

Reschedule

to open the

Scheduling dialog box.

3. Change the scheduling information that you want and then select

Next

.

4. Select

Next

until the Finished menu appears.

5. Select

Finished

.

To forward a fax listed in the fax queue

1. Select the

Queue

folder.

Faxes scheduled for transmission are listed in the content pane. You can reschedule a fax only if it is in waiting status.

2. Right-click the fax that you want to forward, and select

Forward

to open the Recipients dialog box.

3. Select

Addresses

to select a recipient from your Outlook contacts list. Otherwise, type the name and fax number of the recipient to whom you want to forward the fax.

When you forward a fax document, it appears as a new entry in the fax queue.

4. Select

Add to list

.

5. Select

Next

until the Finished menu appears.

6. Select

Finished

.

To suspend transmission of a fax listed in the fax queue

1. Select the

Queue

folder. Faxes scheduled for transmission are listed in the content pane. You can suspend a fax only if it is in waiting status.

2. Right-click the fax whose transmission you want to suspend indefinitely, and select

Suspend

. The fax transmission is suspended indefinitely. View this information in the status field.

To resume transmission of a fax that had been suspended

1. Select the

Queue

folder. Faxes scheduled for transmission are listed in the content pane.

2. Right-click the fax whose transmission you want to resume, and select

Resume

. The fax transmission is resumed. View this information in the status field.

619510003-1A Copyright © 2009 ADTRAN, Inc.

79

Sending Faxes Enterprise Communications Server

To delete a fax listed in the fax queue

1. Select the

Queue

folder. Faxes scheduled for transmission are listed in the content pane.

2. Right-click the fax that you want to delete, and select

Delete

.

3.

Select Yes

to confirm the deletion.

Using fax cover pages

This section provides information about how to create and manage fax cover pages. A cover page is sent as the first page of your document and usually includes your name, your company name and fax number, as well as that of the recipient, and some information relating to the subject of the fax.

There is a folder for fax cover pages in the navigation pane of the Faxes menu. When you open the Cover

Pages folder, your fax cover pages are listed in the content pane. From there you can create new cover pages and manage those that already exist. For information about sharing fax cover pages, refer to

Importing and Exporting on page 173

.

You can also send only a fax cover page using Quick Fax.

Creating fax cover pages

To create a new fax cover page

1. Select the

Faxes

navigation bar to open the Faxes menu.

2. Select the

Cover Pages

icon.

3. Right-click anywhere in the content pane.

4. Select

New > Fax Cover Page

. A new untitled cover page appears in the content pane.

5. Type a name for the cover page. You can use the Fax Cover Page Editor to design the appearance and content of the cover page that you created.

6. Select

File > Save

after you finish the design.

To use an existing fax cover page

1. Select the

Faxes

navigation bar to open the Faxes menu.

2. Select the

Cover Pages

icon.

3. Right-click the cover page that you want to use. You can use one of the cover pages that is included, which are called FaxCoverPage 1 or FaxCoverPage 2.

4. Select

Duplicate

to create a copy of the cover page.

5. Right-click the copy of the cover page.

80 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Sending Faxes

6. Select

Rename

.

7. Type a new name for the fax cover page.

8. Double-click the new fax cover page to open the Fax Cover Page Editor and make the changes that you want.

If you do not make a copy of the cover page before you make the changes, the application permanently replaces the original cover page template with your changed copy.

Customizing fax cover pages using the Fax Cover Page Editor

Use the Fax Cover Page Editor to customize the cover pages that you create and to change those that already exist. You can design and manipulate images to give your cover pages a distinctive look, according to your needs and preferences. Your cover page is like a template: you can use it, store it, change it, and reuse it as often as you want. You can access the Fax Cover Page Editor by creating a new fax cover page or by editing an existing fax cover page.

To access the Fax Cover Page Editor

1. From the UC client select the

Faxes

navigation bar to open the Faxes menu .

2. To open the Fax Cover Page Editor, right-click anywhere in the content pane, select

New

in the shortcut menu and select

Fax Cover Page

. Alternatively, to open an existing fax cover page, select a fax cover page, right-click, and select Open.

3. In the content pane, double-click the icon of the new cover page.

Menu bar

Toolbar

Tool palette

Canvas area

Status bar

The Fax Cover Page Editor consists of a standard Menu bar and Toolbar, a Tool palette, Canvas area, and

Status bar. You design your cover page on the canvas using the tools from the tool palette together with the

619510003-1A Copyright © 2009 ADTRAN, Inc.

81

Sending Faxes Enterprise Communications Server toolbar and menu commands.

The

Menu bar

contains the File, Edit, View, Insert, Format, Layout, and Help menus.

The

Toolbar

contains shortcuts to the most frequently used menu items. Hold the pointer over a button to show the tooltips.

The

Tool palette

contains tools for drawing, editing, and organizing your cover pages.

The

Canvas

is the design area. This is where you customize your cover page.

The

Status bar

shows the pointer’s status. For example, if you hold the pointer over a toolbar button, a description of the button’s function is displayed on the status bar. The coordinates at the bottom right of the status bar provide precise information about the pointer’s position.

Inserting and changing labels and message information

You can include information related to the recipient, sender, and message with your cover page. This information can include the recipient’s name and fax number, your name and telephone number, a subject line and short note related to the fax, along with the transmission time and date, for example. A complete list of information options is provided below.

Note that you cannot insert labels with recipient information. This is because recipients are callers who use the Fax-on-demand services that you set up. Such callers are unknown to you. Callers are prompted to enter their fax number when their call encounters the Fax-on-demand element. The fax number is captured and automatically entered on the cover page. The recipient’s name may also be captured. This is the only recipient information that appears. The same is true for transmissions initiated by the Send Fax element: the recipient’s fax number and name will appear on the fax cover page.

When you create a cover page, you select the type of information you want to include from the list of information options. You do not enter specific sender or message content manually when designing your cover page, because content will vary depending on each Fax-on-demand service that you set up. Instead, you insert labels for the information using the Fax Cover Page Editor. A field is created on the canvas for each of the labels you insert.

To:

[Label]

{Recipient’s Name}

[Field]

When a fax is transmitted, the UC server captures the fax number and associated name then inserts the information as content in the field following the appropriate label on the cover page.

When designing the cover page, you can edit a label’s font, style and content. For example, you can change the “fax” label so that it appears as “facsimile number.” However, you cannot change the actual content that is associated with the field. This is because the content information is captured when a caller initiates a fax request using a service element.

82 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server

The recipient information labels that you can insert include:

• Name

• Fax number

• Company

• Street Address

• City

• State/Province

• Zip/Postal Code

• Country

• Title

• Department

• Office location

• Home telephone number

• Office telephone number

The sender information labels that you can insert include:

• Name

• Fax number

• Company

• Address

• Title

• Department

• Office location

• Home telephone number

• Office telephone number

The message information labels that you can insert include:

• Note

• Subject

• Date sent

• Number of pages

• Number of attachments

To insert an information label

1. From the

Insert

menu, choose one of the following label types:

• Recipient

• Sender

• Message

In this example, the choice is

Recipient

.

619510003-1A Copyright © 2009 ADTRAN, Inc.

Sending Faxes

83

Sending Faxes Enterprise Communications Server

2. From the submenu, select the label that you want. The label is added to the cover page canvas. It appears in a dotted rectangle. A field is inserted next to the label. The word

recipient’s

identifies the field that appears in a second dotted rectangle.

The label name appears in bold, while the word

recipient’s

is italicized and has a bracket in front of it. The label name is included as content on the cover page, but the word

recipient’s

is not. The application inserts the recipient name associated with a fax number when a caller initiates a fax request.

To reposition a label on the canvas

1. Select anywhere inside the label’s dotted rectangle and then drag it to the desired position.

2. Do the same with the dotted rectangle of the associated field.

To change the font and style of a label or field

1. Select the label or field that you want to change.

2. Do any of the following:

• Select a font from the font list.

• Select a point size from the size list.

• Select a style by selecting a style button.

You can use the familiar, standard font and text style commands from the toolbar to change the font and style of the cover page, as described above. Alternatively, you can use the menu commands (

Format >

Font

) which also allow you to change the script and preview the font that you choose.

To change label content

1. Select the label content that you want to change.

2. Type the changes to the label content.

You can change label content, but you cannot change associated field content from within the Fax Cover Page Editor. To change field content related to a specific fax transmission, you need to do so from the fax queue. Select the fax that you want to change and right-click to get a shortcut menu.

Using the tool palette to customize fax cover pages

The tools available on the tool palette of the Fax Cover Page Editor can be divided into two groups: the

Text and Drawing group, and the Alignment group.

84 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Sending Faxes

The tools in the Text and Drawing group allow you to draw shapes and insert text or bitmaps on the canvas.

The drawing tools can be selected only from the tool palette. They allow you to select, use shapes, and zoom in on the canvas as you work on your design.

Selector

Lock selector

Zoom in

Zoom out

Zoom full page

Text

Line

Rectangle

Ellipse

Insert bitmap

Gridlines

When it is enabled, the Lock selector tool allows you to use the pointer to select and insert a shape, line, or text on the canvas. Once you have inserted the item of your choice, the pointer resumes its standard function.

If you select and insert a shape, line, or text when the Selector tool is enabled, the selector tool does not resume the standard pointer function once you have inserted a shape, line, or text. The Selector tool continues to insert the drawing tool that you chose from the tool palette. It does so until you select the Lock selector tool. This disables the Selector tool.

To insert a shape

1. Select the Lock selector tool.

2. Select the shape that you want to insert.

3. Select on the canvas where you want to insert the shape and then drag down and to the right.

4. Release the mouse button to create the shape.

To reposition a shape on the canvas

1. Select the shape to select it.

2. Drag the shape to the position that you want.

You can turn on the gridlines. The gridlines help you to position shapes with ease on the canvas.

619510003-1A Copyright © 2009 ADTRAN, Inc.

85

Sending Faxes Enterprise Communications Server

To change the shape and size of a shape

• Select a handle and drag to change the size or shape of the selected object.

For example, you can change the shape of a circle so that it becomes an ellipse by selecting the handle, as indicated, and dragging to the right.

To delete a shape

1. Select the shape that you want to delete.

2. Press

Delete

.

To draw a line

1. Select the Lock selector tool.

2. Select the Line tool.

3. Select on the canvas where you want the line to begin and drag to draw the line.

4. Release the mouse button to create the line.

5. Select anywhere on the canvas to cancel the selection.

To change or reposition a line

1. Select the line that you want to change to select it.

2. Do either of the following:

• To shorten or extend the line, select one of the boxes at the end of the line and then drag as desired.

• To reposition a line on the canvas, select the line and drag it to a new position.

3. Select anywhere on the canvas to cancel the selection.

To delete a line

1. Select the line you want to delete to select it.

2. Press

Delete

.

To insert text

1. Select the Lock selector tool.

2. Select the Text tool.

3. Select where you want to insert the text.

4. Drag down and to the right. A dotted text box appears on the canvas.

86 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Sending Faxes

5. Type the text that you want to insert. Choose the font, size, and style commands on the toolbar to change the text.

To insert text in a text box

1. Select the lock selector tool.

2. Select the text tool.

3. Select where you want to insert the text box and then drag to the right and down. A dotted text box appears on the canvas.

4. Select

Format > Line, Fill and Color

to open the Line, Fill and Color dialog box.

5. Select the

Draw border/line

check box. The text box lines are now solid.

6. Select line thickness from the Thickness box.

7. Type the text in the text box. Change the font size and style as desired.

To insert a bitmap

1. Select the Insert bitmap tool to open the Open dialog box.

2. Select the bitmap that you want to insert.

3. Select

Open

. The bitmap is inserted on the canvas.

Using the Alignment tools to customize fax cover pages

The second group of tools in the Fax Cover Page Editor is the Alignment group. These tools are used to space or align selected objects on the canvas. Alignment tool commands can also be found in the Layout menu.

Bring to front

Send to back

Space evenly across

Space evenly down

Align left edge

Align right edge

Align top edge

Align bottom edge

To move a shape to the front/back in relation to a second shape

1. Select the shape that you want to move to the front/send to the back to select it.

2. On the tool palette, select

Bring to front/Send to back

, as desired.

The shape that you selected is brought forward/sent back.

619510003-1A Copyright © 2009 ADTRAN, Inc.

87

Sending Faxes Enterprise Communications Server

To space two or more objects evenly across/down the canvas

1. Select the objects that you want to space.

2. On the tool palette, select one of the following:

• Space evenly across

• Space evenly down

Spacing tools

The items that you selected are spaced evenly on the canvas.

To align two or more objects on the canvas

1. Select the objects that you want to align.

2. On the tool palette, select the alignment tool that you want to apply.

Alignment tools

The items that you selected are aligned by the edges that you specify.

Managing fax cover pages

To preview a fax cover page

1. Select the

Faxes

navigation bar to open the Faxes menu.

2. Select the

Cover Pages

icon. The fax cover pages are listed in the content pane.

3. Select the fax cover page that you want to preview.

4. In the preview pane, select

Download

to get the file from the server. The cover page appears in the preview pane.

88 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server

5. Use the cover page toolbar to view the cover page.

Zoom in

Zoom to

Fit All

Page up

Print

Rotate single page

180 degrees

Rotate single page left

Rotate single page right

Rotate document

180 degrees

Rotate document left

Rotate document right

Normal

Page down

Sending Faxes

To rename a fax cover page

1. Select the

Faxes

navigation bar to open the Faxes menu.

2. Select the

Cover Pages

icon. The fax cover pages are listed in the content pane.

3. Right-click the cover page that you want to rename.

4. Select

Rename

.

5. Type a new name for the cover page.

6. Select the icon of the new cover page to make the change.

To copy a fax cover page

1. Select the

Faxes

navigation bar to open the Faxes menu.

2. Select the

Cover Pages

icon. The fax cover pages are listed in the content pane.

3. Right-click the cover page that you want to copy.

4. Select

Duplicate

. The copy of the cover page appears in the content pane, with “Copy of” before its name. You can rename the cover page if you want to.

To delete a fax cover page

1. Select the

Faxes

navigation bar to open the Faxes menu.

2. Select the

Cover Pages

icon. The fax cover pages are listed in the content pane.

3. Right-click the cover page that you want to delete.

619510003-1A Copyright © 2009 ADTRAN, Inc.

89

Sending Faxes Enterprise Communications Server

4. Select

Delete

.

5. Select

Yes

to confirm the deletion.

To edit a fax cover page

1. Select the

Faxes

navigation bar to open the Faxes menu.

2. Select the

Cover Pages

icon. The fax cover pages are listed in the content pane.

3. Right-click the cover page that you want to edit.

4. Select

Open

. The fax cover page is displayed in the Fax Cover Page Editor.

Use the toolbar and menu commands to change the fax cover page.

5. Select

File > Save

.

Sending cover pages only using Quick Fax

The Quick Fax feature allows you to send a one-page fax message at any time, to as many recipients as you choose. When you use Quick Fax, you send only a cover page. Your messages appear in the subject area.

To send a cover page only using Quick Fax

1. On the toolbar, select the

Quick Fax

icon to open the Fax Recipients dialog box.

Quick Fax icon

2. Select

Addresses

to select recipients from your Outlook Contacts list. If you are not choosing a recipient from your Outlook Contacts list, type the names and fax numbers.

90 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server

3. Select

Add to List

for each recipient that you specify.

Receiving Faxes

To delete a recipient from the Recipient list, select the recipient and then select Remove.

4. Select

Next

to open the Scheduling dialog box.

5. Specify when you want to send the fax.

“When phone rates are discounted” means at midnight of the same day.

6. Select

Next

to open the Select Cover Page dialog box.

7. Select a cover page to use as your Quick Fax document.

8. Select

Next

to open the Cover Page Details dialog box.

9. Type the subject of your Quick Fax and then type a message in the Notes section.

10. Select

Next

and the Finished menu appears.

11. Select

Finish

. The Quick Fax message is sent according to the instructions.

Receiving Faxes

There are different methods of receiving incoming faxes.

• The default behavior for incoming faxes is that the UC server detects the tone that signals a fax, the UC server receives the fax, and then stores it in a general mailbox. Using email, an office administrator can then distribute received faxes to user mailboxes. No configuration is required for this method to work, however, no notifications are sent to the user that they have a received a fax.

• A company can have a corporate fax attendant identity using a direct-inward-dial (DID) number, which receives all incoming faxes.

• A user can have a shared voice and fax number, using the same identity.

A shared voice and fax number is not recommended for high numbers of incoming fax calls. If an incoming fax call is answered at the user’s extension, the user will have difficulties transferring the call into their service.

Incoming faxes are received and viewed through a user’s mailbox, for example, through Microsoft

Outlook, Microsoft Exchange, Lotus Notes, or through an Integrated messaging client (a Mailboxes navigation bar on the user’s UC client) or IMAP4.

619510003-1A Copyright © 2009 ADTRAN, Inc.

91

Receiving Faxes Enterprise Communications Server

Notifying users of an incoming fax on a shared voice and fax identity

Personal Business Assistant (PBA) users can have an identity specifically dedicated to receiving faxes, using a direct-inward-dial (DID) number, and a custom service that defines the behavior when a fax is received.

Alternatively, PBA users can receive faxes on a shared voice and fax identity, but they are not automatically notified of incoming faxes. In order to receive notifications that a fax has been received, a

Receive Fax service must be created.

The user or the administrator can create a Receive Fax service using the Receive Fax element. For more

information on creating a Receive Fax service, refer to

Receive Fax element on page 126

.

92 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server

8 Creating Distribution Lists

Creating Distribution Lists

Overview

You can use the Distribution Lists menu to manage personal distribution lists. Distribution lists allow you to send voice and fax messages to groups of users using the telephone. For information about using the distribution lists over the telephone, refer to

Managing distribution lists on page 18

.

Three folders are included with the Client application—Everyone, Personal, and System. The Everyone folder contains all the UC Server users that are configured for the system. You cannot add a new folder to the Everyone folder.

You can use the System distribution lists over the phone but you cannot create or manage them. Your system administrator does this.

To create a personal distribution list

1. Select the

Distribution Lists

navigation bar to open the distribution lists menu.

2. Select the

Personal

folder.

3. In the right content pane right-click, and select

New > Distribution List

.

4. Type a Name for the distribution list folder.

5. Type a unique number in the List Identifier box.

6. If you want to record an audio identifier for the distribution list, select

Record

and follow steps 2 to 7 in the procedure,

To record an audio identifier for a distribution list on page 94

.

7. Select

OK

.

To add a user to a distribution list

1. Select the folder that contains the user that you want to add to the list.

2. Drag the user name to the distribution list folder that you want to copy it to.

To delete a user from a distribution list

1. Select the folder that contains the user that you want to delete from the list.

2. Right-click the name of the user that you want to delete, and select

Delete

.

619510003-1A Copyright © 2009 ADTRAN, Inc.

93

Overview Enterprise Communications Server

To change distribution list information

1. From the Personal folder, right-click the personal distribution list that you want to change, and select

Open

.

2. In the General Information section, do either of the following:

• Type a new name in the Name box.

• Type a new number in the List Identifier box.

3. If you want to change the audio identifier, select

Record

and follow steps 3 to 7 of the procedure

To record an audio identifier for a distribution list on page 94

.

4. Select

OK

.

To rename a personal distribution list

1. Select the

Personal

folder, and right-click the distribution list that you want to rename, and select

Open

.

2. Type a name for the distribution list, and select

OK

.

To copy a personal distribution list

1. From the Personal folder, right-click the distribution list that you want to copy.

2. Select

Duplicate

.

To delete a personal distribution list

From the Personal folder, right-click the distribution list that you want to delete, and select

Delete

.

To record an audio identifier for a distribution list

1. In the content pane, right-click the personal distribution list for which you want to record an audio identifier, and select

Open

.

2. In the Audio Identifier section, select the

Record

button.

3. In the Record Identifier for box, select the

Record

button.

4. Make sure that the audio device you want is selected.

5. In the Insert new audio list, select

replace all

.

6. Select

record

. If you are using your telephone, wait for the beep before you begin to record.

7. Select

stop

when you are finished. If you used your telephone, you can hang up the phone or press the

Release button on the phone to end the recording.

8. Select

play

to hear the recording.

9. Select

OK

to keep the recording.

94 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Creating Custom Call Answering Services

9 Creating Custom Call Answering Services

This chapter describes call answering services, managing services, and building services using the Service

Editor. This chapter covers the following topics:

Overview on page 95

Managing Services on page 96

Using the Service Editor on page 100

Working with Elements to Build a Service on page 102

Customizing Services using Parameters on page 104

Validating Services on page 105

Troubleshooting Services on page 106

Overview

A service is like a map that the UC server follows when it answers a call. Services are made up of elements that are linked together to create a call flow. You can design simple services made up of two or three elements, or you can create complex call flows made up of a dozen elements or more. Use the Service

Editor to build a service.

You can build a service using the Service Editor and then assign it to an identity so that incoming calls follow the path that you specify. You can create a new service for the purposes of setting up a 1-800 line, a sales information line, or a line associated with a menu of options that callers can select to obtain specific information. Likewise, you can set up a fax-back service and activate it on an identity.

You can build a service using the Service Editor and then assign it to your extension so that incoming calls follow the path that you have specified.

For information about sharing services, refer to

Importing and Exporting on page 173

.

For information about designing and changing services, refer to

Using Elements to Create Call Answering

Services on page 107

. Services can be renamed, copied, organized in folders, and deleted.

Accessing Services

To create a service or change information associated with it:

619510003-1A Copyright © 2009 ADTRAN, Inc.

95

Managing Services Enterprise Communications Server

• Select the

Services

navigation bar to open the Services menu. Services are displayed in the content pane.

Managing Services

You can create a service, and then you can preview, activate, rename, copy, or delete that service. You can create and manage the folders in which you save your services.

ADTRAN has provided some samples services to get you started. Before creating a new service, preview the samples provided to see if a sample service exists that is similar to what you are looking so. If you find a similar service, copy it, rename it, and then modify it suit your needs.

Many of the sample services provided by ADTRAN use database integration. If your UC server version is not licensed for database integration then the database elements used in the sample services will not work as intended.

To create a service

1. Right-click anywhere in the content pane.

2. Select

New > Service

to add a new service to the list in the content pane. The service icon denotes the new service and the default name is “Service.”

Service icon

3. Type a name for the service.

You can also right-click the service and then select

Rename

. Type the new name again, and then select the icon next to the service name to make the change.

96 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Managing Services

In addition to services that you create, you also have access to shared services that the Administrator creates and manages. You cannot save changes that you make to shared services. You can copy a shared service and assign it to an auto attendent, or use it as a template to create a service of your own.

To copy a shared service

1. In the Services navigation pane, double-click the

Shared

folder.

2. Select the shared service that you want to copy.

3. Hold down the

CTRL

key and drag the service to the folder to which you want to copy it.

Working with services

When you select the Services navigation bar, the services you create are listed by name in the content pane.

You can use the Service Editor to view a service and change it. If you want only an overview of a service, you can preview it in the Services menu.

To preview a service

• In the content pane, select the service that you want to preview.

If the service is in the cache, it appears immediately in the preview pane. Otherwise, select the

Download

button in the preview pane to get the preview.

To activate a service on your extension

1. Right-click the service that you want to activate, and select

Activate Service

.

2. Enable the extensions that you want to activate the service on, and select

OK

.

The service must already be created and validated before activating it.

619510003-1A Copyright © 2009 ADTRAN, Inc.

97

Managing Services Enterprise Communications Server

Once you have activated a service on your extension, you cannot “deactivate” that service. To change the service, activate another service on your extension.

To rename a service

1. Right-click the service that you want to rename.

2. Select

Rename

.

3. Type the new name for the service.

4. Select the icon next to the service name to make the change.

To copy a service

1. Right-click the service that you want to copy.

2. Select

Duplicate

. The copy of the service appears in the content pane, with the words “Copy of” before its name.

3. Rename the copy of the service by following all the steps in

To rename a service on page 98

.

To delete a service

1. Right-click the service that you want to delete.

2. Select

Delete

.

3. Select

Yes

to confirm the deletion.

Creating and changing service folders

You can create and manage folders in much the same way as services, and you can use folders to organize your services.

Only one service can be active on your extension at any time.

When you want to change the active service on your extension, you can do so quickly if related services are kept in the same folder. You might have built some services that you are not currently using, for example, those designed for statutory holidays. You can store these together in a folder called “Holidays,” and then retrieve them when you need them.

98 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Managing Services

To create a folder

1. Right-click anywhere in the content pane.

2. Select

New > Folder

to add a new folder to the list in the content pane. The folder icon denotes the new folder and the default name is “New Folder.”

Folder icon

3. Type a name for the folder.

You can also right-click the folder and then select

Rename

. Type the new name again, and then select the icon next to the folder name to make the change.

To rename a folder

1. Right-click the folder that you want to rename.

2. Select

Rename

.

3. Type the new name for the folder.

4. Select the icon next to the folder name to make the change.

To copy a folder

1. In the content pane, right-click the folder that you want to copy.

2. Select

Duplicate

. The copy of the folder appears in the content pane, with the words “Copy of” before its name.

3. Rename the copy of the folder.

4. Select the icon next to the folder name to make the change.

To delete a folder

1. Right-click the folder that you want to delete.

2. Select

Delete

.

3. Select

Yes

to confirm the deletion.

To store a service in a folder

• Drag the service to the folder where you want to store it.

619510003-1A Copyright © 2009 ADTRAN, Inc.

99

Using the Service Editor Enterprise Communications Server

Using the Service Editor

To access the Service Editor

From the application:

1. Select the

Services

navigation bar to open the Services menu. Services are displayed in the content pane.

2. To open the Service Editor, right-click anywhere in the content pane. In the shortcut menu, select

New

> Service

. The newly created service is listed in the content pane. Double-click the service and the

Service Editor opens.

Alternatively, you can open the Service Editor by double-clicking an existing service.

The Service Editor

Menu bar

Toolbar

Element

Tool Palette of Elements

Canvas area

The Service Editor consists of a standard Menu Bar and Toolbar, a Tool Palette of Elements, and a Canvas area. You design a service on the canvas using a combination of elements that you choose from the tool palette.

The

Menu Bar

contains the File, Edit, View, Tools, and Help menus. Use these menus to manage the service design.

The

Toolbar

contains visual shortcuts to the most frequently used menu items. Hold the pointer over a button to show the tool tips.

100 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Using the Service Editor

The

Tool Palette

contains all available elements. It has Standard, Advanced, and Database element tabs.

You can dock the Tool Palette to either side of the window.

To access database information, the system must be licensed for database integration. If you are not licensed for database integration, the Database tab in the Service Editor is unavailable.

The

canvas

is the design area. All elements and links are shown here. Each element performs a separate function within the call flow. Connections between elements are referred to as links, and they define the call flow.

To view an element

• Drag an element from the tool palette to the canvas. The element is automatically positioned in the topleft corner. Each Element has an icon, title area, T-bar control, help button, and a connector pin associated with it. Some elements have more than one connector pin depending on their function.

Icon

T-bar

Title

Help

Connector

Pin

The

Icon

is a visual representation of the element type.

In the

Title

area you can type a description of the element’s function.

The

T-bar

control displays the properties associated with the element. To save canvas space, select the Tbar control to collapse the element as needed. To restore information about a collapsed element, select its

T-bar control. The three modes of display are illustrated below.

Open element Collapsed element Icon only

Select the

Help

button to access the appropriate help page.

The

Connector Pin

on the element is used to make a connection to the next element in the call flow. An element might have more than one connector pin, depending on its function. If you do not connect at least one pin to another element, the call is terminated.

619510003-1A Copyright © 2009 ADTRAN, Inc.

101

Working with Elements to Build a Service Enterprise Communications Server

Working with Elements to Build a Service

To build a call flow for incoming calls, you need to create a service and then open the Service Editor. To begin the call flow, drag elements one by one from the tool palette and link them using the connector pins.

Repeat this procedure with as many elements as you need until the service is complete.

To create a service

1. Open the Services menu.

2. Right-click anywhere in the content pane.

3. Select

New > Service

to add a new service to the list in the content pane. The service icon denotes the new service and the default name is “Service.”

Service icon

4. Type a name for the service. If you are unable to type the name, right-click the service and then select

Rename. Type the new name, and then select the icon next to the service name to make the change.

To initiate a call flow for a new service

1. Double-click the new service to start the Service Editor.

2. Drag an element from the tool palette to the canvas to start the call flow. The element is automatically positioned in the top-left corner.

The Service Editor’s default menu displays the Standard elements tab. To view advanced or database elements, select the Advanced or Database tab located at the bottom-left corner of the menu.

The Database tab is available only if the system is licensed for database integration.

To add an element to the call flow

1. Right-click the connector pin of the first element that you put on the canvas, and then select

Insert

.

2. In the shortcut menu of standard elements, select the element that you want to add. The element is linked to the first one that you put on the canvas.

To access the shortcut menu of advanced or database elements, select Advanced or

Database on the standard elements shortcut menu. The Database tab is available only if your system is licensed for database integration.

102 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Working with Elements to Build a Service

You can also drag the element that you want from the tool palette to the canvas. Position the pointer over the connector pin of the existing element until a red box appears around the connector pin, and then drop the new element onto the canvas.

Build a service by adding elements until the call flow is complete.

Using and deleting links

If you link two elements and then change your mind, you can delete the link and reuse the element in the service.

To delete a link between two elements

1. Right-click the connector pin linking the two elements that you want to separate.

2. Select

Delete link

to delete the link.

When you delete a link between two elements, the elements are no longer connected on the canvas. At first glance, one of the elements seems to have been deleted because it disappears from the place it occupied in the call flow. The element is repositioned at the bottom-left corner of the canvas. From there, you can connect it elsewhere in the call flow by linking it with another existing element.

To link existing elements

1. Select and drag from the connector pin to the icon of the element that you want to link.

2. Release the mouse button to link the elements.If you link an element and then decide that you no longer want to include it in the call flow, you can delete the element from the canvas.

619510003-1A Copyright © 2009 ADTRAN, Inc.

103

Customizing Services using Parameters Enterprise Communications Server

To delete an element from the canvas

1. Select the icon of the element that you want to delete to highlight the element.

Delete

2. Select Delete on the toolbar to delete the element from the canvas, or press the Delete key.

Creating loop-back links

A loop-back link returns a call to a preceding element in the call flow. Loop-back links are useful for repeating a set of menu options or for restating instructions to a caller who has failed to make a selection on the phone keypad following a prompt.

To create a loop-back link

1. Select the connector pin and drag to the element icon that you want to loop back to.

2. Release the mouse to create the loop-back link.

3. Point to the connector link. The loop-back path is highlighted in red.

Loop-back path

Customizing Services using Parameters

You can use additional parameters in order to customize services. Parameters can be used in most elements that accept input, such as email addresses, log entries, transfer numbers, or database comparisons.

Parameters can also be used in the

Equals

field in the Data Source Selector. For more information, refer to

Using the Data Source Selector on page 159

.

Parameters can be used with the following elements:

104 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Validating Services

• The Assisted Transfer, Transfer Call, Deliver Messages, Notify Pager, and Send Fax elements.

• The Send Email element.

• The Text To Speech element.

• The Compare Data element.

• The Create Log Entry element.

Note that parameters can be used to obtain a specific record from a database.

Parameter

-pm

Value

Additional Parameters List

Description

This is a comma separated list of additional parameters that are passed to the service when it executes. These values can be accessed within a service definition as special Text values whose names are Parameter1, Parameter2, and so on.

The first value in the list becomes the value of

Parameter1 and so forth.

In the service editor, parameters are not visible by default. Once enabled, you can select parameters for the elements that use them.

To view parameters

1. From the Services navigation bar, right-click in the content pane, select

New > Service

.

2. Select the service, right-click and select

Open

to open the Service Editor.

3. In the Service Editor, select

View > Parameters

to enable the Parameters. Once Parameters are enabled, then parameter values are available for selection.

Validating Services

After you finish building your service, you can validate it. The Service Editor inspects the service for logical errors or unresolved aspects of the call flow. If there is a problem with your service design, a message box appears with information about the changes that you need to make.

To validate a service

1. On the toolbar, select the check mark.

Check mark

2. If the Service Editor message informs you that the service is valid, select OK. Otherwise, follow the

Service Editor’s suggestions about how to change your service to make it valid.

619510003-1A Copyright © 2009 ADTRAN, Inc.

105

Troubleshooting Services Enterprise Communications Server

Troubleshooting Services

If you are having trouble running services, note that particular issues may be noted in the log files. The following is a list of potential service warnings that may be noted in the System Errors and Warning logs.

To troubleshoot a warning, locate the log entry below, and note the possible causes of and solutions for the warning.

Not all errors and warnings necessarily require action. For more information on logs,

refer to Using the NetVanta UC Server Logs on page 185

.

To view service warning logs

1. Select the

Logs

navigation bar to open the Logs menu. All logs are presented in the Content menu.

2. If the logs are not already sorted into categories, then double-click the

Logs

folder.

3. Select

System Errors and Warnings

to view the logs in that category.

4. Verify whether either of the following entries appear.

Log Entry

Failed to update %s's database with the received fax. The fax will be saved instead to the default mailbox.

Possible Causes and Solutions

There was a problem communicating with the database defined in the Receive Fax element.

Check your database connection parameters, and ensure that the database is available.

The data source, %s, referenced in the element, %s, is unknown.

ServiceStateMachine when an element refers to a data source that no longer exists. Verify the following:

1.The ODBC data source, if applicable, is correctly configured

2.The fields in the reference data source may have been changed or deleted. Verify the data source configuration.

106 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Using Elements to Create Call Answering Services

10 Using Elements to Create Call Answering

Services

This chapter presents information about the individual elements that you use to build a service. This chapter covers the following topics:

Overview on page 107

Using Standard Elements on page 111

Using Advanced Elements on page 130

If your system is licensed for database integration then you will also have a Database

elements tab available. For more information, refer to Using Database Elements on page 163

.

Overview

Elements are the building blocks of the services that you create for use on your extension. By combining elements on the canvas of the Service Editor, you design a call flow that routes incoming calls.

Elements are on the tool palette of the Service Editor. They are divided into three groups: standard, advanced, and database. Each group has its own tab.

To access database information, the system must be licensed for database integration. If you are not licensed for database integration, the Database tab is unavailable. For

more information, refer to Using Database Elements on page 163

.

For some of the standard elements, such as Transfer callers, Deliver messages, Pager notification, Fax on demand, and the Fax Wizard, you can specify an account code. An account code is a specified set of digits that the caller must enter after completing the dialing pattern. Account codes represent an accounting category, for example, expenditures, revenues, or salaries. They are also used to ensure security so that a caller who does not have an account code cannot access specified information.

You can use account codes to allow long distance dialing, in which the telephone company applies the long distance charges to your account code.

You can set a default account code that applies to any service. If the administrator has enabled the use of account codes, you can specify the account that you want callers to use.

User context and service elements

When you start a service, it begins by operating in the context of the user who owns the identity (for example, the extension) that received the call. The different service elements access mailboxes and objects that are related to this user context. You can change the user context by modifying the service.

619510003-1A Copyright © 2009 ADTRAN, Inc.

107

Overview Enterprise Communications Server

The service user context is characterized by an authentication and a user profile (that is accessible from the authentication).

How elements affect user context

A service is associated with an identity. When a service starts, the identity is used to locate a user profile

(the one that owns the identity). The user context is then established with the user profile that owns the identity and the authentication that owns that profile.

Elements cannot change the user context. In particular, Transfer Call does not change the user context.

Synchronizing contacts

The Synchronize contacts mode is only available to users who have a client-side contact database, where contacts are stored on a user's computer, and not on a server like Microsoft Exchange. Examples of clientside contact databases include Microsoft Outlook (running in

Internet Only Mode

), Outlook Express, and

Windows Address Book.

The UC server cannot access contacts that are stored in these client-side contact databases, so in order to perform real-time contact matching this contact information must be copied and stored on the UC server.

Client-side contacts are synchronized with the information stored on the UC server every time a user starts the UC client and when the UC client is shut down. If a user makes changes to their client-side contact database while the UC client is open, and they want the UC server to recognize these changes without having to shut-down and restart the UC client, the user can force a contact synchronization by using the

Tools > Synchronize contacts menu mode.

To synchronize contacts from a user's computer to the NetVanta UC Server

Select the

Tools

menu >

Synchronize contacts

.

Selecting values within elements using the value selector

Use the Value Selector feature, which is available on some elements, to specify the following types of values:

Literal values

References to data files

References to database values

System values

Strings of digits

For example, a number or piece of text

For example, a fax, announcement, or greeting

References that have been fetched from a database

For example, caller ID

Gathered by a Gather Digits element

For example, the Play Announcement element allows you to play a dynamic value, announcement,

108 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server greeting, or temporary recording to a caller that encounters the element in a service.

Overview

The values that are available using the Value Selector depend on how your service and system are set up.

For example, to use database values, a database element must be included in the service. To specify Gather

Digits values, a Gather Digits element must be included in the service.

To use database values and elements, your system must be licensed for database integration.

Allowing callers to make temporary recordings within a service

Some elements allow you to select audio files such as announcements, greetings, database values, or temporary recordings. Using the Record Announcement element, a caller can record audio into a temporary recording, and elements like Play Announcement can be used to play the audio.

Temporary recordings exist only for the duration of the service. That is, when a service starts, no temporary recordings exist. If a caller makes a temporary recording, the recording is stored in a temporary file that can be played by another element. All temporary recordings are discarded when the service ends.

Up to ten temporary recordings can be created.

Temporary recordings can be referenced in the following elements:

• Play Announcement element

• Menu element

• Send Email element (custom)

• Record Announcement element

• Add Data element

• Update Data element

In order to use the Add Data and Update Data elements, your system must be licensed for database integration.

619510003-1A Copyright © 2009 ADTRAN, Inc.

109

Overview Enterprise Communications Server

Temporary recordings can be used with a Send Email element, or Add Data and Update Data elements to record audio for form filling applications, such as requesting quotes, or answering general customer service questions.

110 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Using Standard Elements

Using Standard Elements

The standard elements tab is shown to the left. A brief description is provided for each element available.

Table 10–1: Standard elements

Hang-up element on page 9

Terminates the call

Play One-time Message element on page 10

Allows you to leave a personalized message for a specific caller

Play Announcement element on page 10

Plays a prerecorded announcement to callers

Menu element on page 13

Allows callers to make a selection using the telephone keypad

Flow control element on page 14

Controls the call flow according to phone number or time and day restrictions

Voicemail element on page 16

Provides basic voicemail service

Deliver Messages element on page 16

Delivers voice or fax messages from a selected mailbox to a specified number

Transfer Call element on page 18

Transfers the call to another number or extension

Assisted Transfer element on page 19

Allows a transfer call recipient to accept or deny a call based on the caller’s recorded name

Notify Pager element on page 20

Enables you to send a message from the application to a pager number

Send Email element on page 21

Allows you to be notified by email when a caller moves successfully through the Send

Email element

Send Fax element on page 23

Allows you to send a list of faxes

Receive Fax element on page 24

Receives a fax and puts it in a mailbox

Fax-on-demand element on page 27

Captures a caller’s number and faxes the selected document to a caller

Hang-up element

The Hang-up element terminates the current incoming call. If a call is present, this element hangs up.The same result occurs if a call flow leads to an unconnected connector pin.

Hang-up element

Play One-time Message element

Including the Play One-time Message element in a service allows you to leave a personalized message for

619510003-1A Copyright © 2009 ADTRAN, Inc.

111

Using Standard Elements Enterprise Communications Server a specific caller. Once a message has played, the call flow follows the “Message played” connection. Calls

Play One-time

Message element for which there is no customized message follow the “No message for current caller” connection. Enable the

Stop

when key pressed button to stop the message when the caller presses a key. Enable the

Play entire message

button to make sure that the caller listens to the message in its entirety.

You must use the One-time Messages pane of the Assistant menu to record customized one-time messages. Refer to “Customizing your Mailbox” on page 15 , for more information about the One-time Messages pane.

Play Announcement element

Play Announcement element

The Play Announcement element plays prerecorded audio to callers including audio files stored in a database, announcements, greetings, or temporary recordings. You can select one of the prerecorded announcements included with the UC server, or one that you recorded. Alternatively, you can record one as you build the call flow.

Make sure that there is a sound card installed on the computer that you are using.

112 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Using Standard Elements

Play

Database Values

Announcements

Greetings

Temporary Recordings

Supports playing audio stored in a data source. The audio must first

be fetched using a

Fetch Data element on page 164

, or a

Dial for Data element on page 165

. Database values come from a data source

element and are not directly affected by user context.

Note

: Your system must be licensed for database integration in order to use this mode. In the Service Editor, if you have the Database tab of elements available, then your system is licensed for database integration.

Announcements come from the list that belongs to the user profile in

the user context. For more information, refer to

User context and service elements on page 107

.

You can select [Called Extension], or [Selected Extension]. The

[Selected Extension] mode is available to Administrators only. If you select Greetings, then select a Greeting type, as described below.

Temporary recordings can be used to record audio temporarily, after a service has started. Use the

Select the Advanced tab on the tool palette to view the advanced elements. A brief description is provided for each element that is available. Record Announcement element on page 131

to record the audio for a specific temporary recording. The

recordings are then stored in a temporary file, which can be played by another element that plays audio such as the Play Announcement element. All temporary recordings are discarded when the service ends. Up to 10 temporary recordings can be made. For more information on temporary recordings, refer to

Allowing callers to make temporary recordings within a service on page 109

.

Greeting type

The Greeting type is only enabled if

Greetings

was selected for the

Play

mode.

Active Greeting

Internal Greeting

External Greeting

Out-of-Office Greeting

Mailbox Identifier

This is the default greeting.

Internal greetings are intended for callers calling from extensions at your workplace.

External greetings are intended for callers calling from outside your workplace.

Out-of-Office greetings are typically enabled when you are out of the office for an extended period of time.

The mailbox identifier consists of your name. This greeting is typically used when callers are transferred to your extension.

You do not need to specify the mailbox from which the greeting is played. Your system administrator does this.

The

Play status message

mode pre-empts the user’s greeting message and cannot be interrupted.

619510003-1A Copyright © 2009 ADTRAN, Inc.

113

Using Standard Elements Enterprise Communications Server

• Enable the

Stop when key pressed

button to stop the message when the caller presses a key.

• Enable the

Play entire message

button to make sure that the caller listens to the message in its entirety.

To record an announcement for a Play Announcement element

1. On the Play Announcement element, select the record button.

2. In the Select Announcement dialog box, type a name for the announcement that you want to record.

3. Select

Select

to start the Audio Editor.

4. Select the record button and the Record Audio dialog box opens.

5. Select

at the beginning

from the

Insert new audio

list.

6. Select the icon for the computer audio device. The icon is enclosed by a dotted line.

7. Select the record button and then record the message. As you record, the clock runs and the red record button turns grey.

8. Select the stop button when you are finished.

9. Select

OK

to keep the announcement.

10. Select

File > Update

.

To play a greeting from a mailbox using a Play Announcement element

1. On the Play Announcement element, select the Value Selector arrow on the Play box.

2. Select

Greetings > Called Extension

. If you specify [Called Extension], the greeting is fetched from the user profile in the user context.

To enable the Play status message mode for greetings

On the Play Announcement element, enable the

Play status message button

.

Make sure that the

Play status message

mode is enabled on a corresponding voicemail

element (refer to Voicemail element on page 118

).

To play temporary recordings

On the Play Announcement element, select the Value Selector arrow, select

Temporary Recordings

, and select one of the ten temporary recordings available. You must use the Record Announcement element in the service in order for a caller to record the audio to a temporary file.

Menu element

The Menu element allows you to make an announcement and then direct the call flow based on the DTMF input received when a caller presses a number on the telephone keypad.

This element can play an announcement, database value, greeting, or temporary recording before it takes

114 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Using Standard Elements the specified menu action. It retrieves announcements from the set of announcements that belong to the user profile in the user context. Database values come from a data source element and are not affected directly by user context. If you specify [Called Extension], the greeting is fetched from the user profile in the user context.

Menu element

Temporary recordings are created using the Record Announcement element, to record the audio for a specific temporary recording after a service has started, which is discarded after the service ends. For more

information on temporary recordings, refer to

Allowing callers to make temporary recordings within a service on page 109

.

Callers are allowed to try only three times to select from the menu. If they make another attempt, they follow the “Too many attempts” connector pin.

When callers press a selection key, they move through the connector pin to the next element, depending on their choice. When you are finished setting selection keys, you can connect an element for each selection key that you set.

To set selection keys on a Menu element

1. In the first

On

list box, select the number that you want. The number one appears by default.

2. Select

Add

to add an On list box for setting additional keys. The UC server enters the key in numerical sequence. You can also select a key from the list. You can set a maximum of 12 keys. Keys range from one to nine, then include zero, *, and #.

3. To delete a selection key on a Menu element, select the trashcan icon to the left of the key that you want to delete. Remember to change the announcement associated with the menu so that it reflects the changes.

For information about recording an announcement for the Menu element, refer to

To record an announcement for a Play Announcement element on page 114 .

619510003-1A Copyright © 2009 ADTRAN, Inc.

115

Using Standard Elements Enterprise Communications Server

Flow control element

The Flow Control element acts as a decision tree, and allows for two different comparison methods: matching based on phone numbers or on time of day and date. The call will be routed to the next element based on a successful or failed match (a failed match routes the call through the Otherwise connector pin).

You can select either Phone Numbers or Times, which determines the comparison element.

For example, you could use the Flow Control element with a Receive Fax element to call your cell phone, send a pager notification, or send an email to your personal email address, to notify you when you receive a fax from a particular number after business hours.

Routing incoming calls based on phone numbers

The UC server compares the incoming caller ID to those telephone numbers included in the Flow Control element list. Telephone numbers in the list can be entered manually, or they can be pulled from your contact address book by using the value selector.

Flow Control element

- Phone Numbers

For more information, refer to

Selecting values within elements using the value selector on page 108

. For

information about contact address book synchronization, refer to

Synchronizing contacts on page 108

.

The UC server compares the numbers of incoming calls with those included in the list.

• If the numbers match, the call is routed to the subsequent element that you specify.

• If the numbers do not match, the call moves to the element connected to the Otherwise connector pin.

To set call flow according to an unknown phone number category

1. On the Flow Control element in the Compare list, select

Phone Numbers

.

2. Select the Value Selector arrow.

3. Select

Contacts > Unknown

.

4. Select one of the following categories:

• Unknown Number

• Private/Blocked Number

• Out-of-area Number

116 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Using Standard Elements

To enter a phone number manually

1. On the Flow Control element in the Compare list, select

Phone Numbers

.

2. Select the telephone icon to open the Enter Phone Number dialog box.

3. Type the phone number that you want in the Telephone number box, and select

OK

.

You can also enter a phone number by right-clicking the blank box and selecting New.

Routing incoming calls based on times and days

Flow Control element

- Times

You can specify days of the week and a time range. For time restrictions, if either the From or To box is empty, a 24-hour period is assumed.

• Calls received within the specified time range are directed through the connector pin for Times.

• Calls received outside the specified time range move to the element connected to the Otherwise connector pin.

To set call flow according to time restrictions

1. On the Flow Control element from the Compare list, select

Times

.

2. Enable the check boxes for the days of the week when the restrictions apply.

3. From the

From

list, select the hour and minutes when the time restriction begins. Use a 24-hour clock.

4. From the

To

list, select the hour and minutes when the time restriction ends. Use a 24-hour clock.

619510003-1A Copyright © 2009 ADTRAN, Inc.

117

Using Standard Elements

Voicemail element

The voicemail element provides basic voicemail service.

Enterprise Communications Server voicemail element

It plays the mailbox greeting and can take a message from a caller. If the caller presses the access number for mailbox management, the voicemail element allows mailbox management for the specified mailbox.You do not need to specify the mailbox where messages are stored. Your system administrator does this.

The

Play status message

mode is enabled by default. The status message pre-empts the user’s greeting message and cannot be interrupted. Make sure the

Play status message

mode is also enabled on a Play

Announcement element, if required.

Deliver Messages element

The Deliver Messages element sends voice and fax messages from a selected mailbox to the phone numbers that you specify. Called Extension refers to the identity originally called. Selected Extension refers to the identity selected in the last successful Select Extension element in the service. If there was none, or the last one failed, it defaults to be the same as the Called Extension.

The UC server calls the sequence of numbers, in the order that you specify, until the call is answered. The call recipient must enter the password associated with the selected mailbox to retrieve messages over the phone. You can limit deliveries to new messages or allow full mailbox management.

Specify call numbers by using the telephone icon, or use the Value Selector. For more information, refer to

Selecting values within elements using the value selector on page 108

. For information about contact address book synchronization, refer to

Synchronizing contacts on page 108

.

118 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Using Standard Elements

You do not need to specify the mailbox from which messages are sent. Your system administrator does this, so that messages for your extension are stored in your mailbox and delivered from there.

To specify phone numbers for the Deliver Messages element

Deliver Messages element

1. Select the telephone icon.

2. In the Enter Phone Number dialog box, type a phone number in the Telephone number box.

You can also enter a phone number by right-clicking inside the

Call

box and selecting

New

.

3. If you want to specify an account code, enable the

Use account code

check box and type an account code in the box.

4. Select

OK

. The target number appears in the Call Number(s) list. The UC server calls the target number when it attempts to deliver messages.

5. Repeat steps 1 to 3 to add more target numbers to the list. The UC server calls each number in the list, according to the order you specify, until the call is answered.

Refer to

Selecting values within elements using the value selector on page 108 to select

a dynamic value for the element.

To change the sequence of target phone numbers listed for Deliver Messages

1. Select the number whose ranking you want to change.

2. Select an arrow to move the number up or down in the list.

Up and down arrows

619510003-1A Copyright © 2009 ADTRAN, Inc.

119

Using Standard Elements Enterprise Communications Server

To delete a target phone number from the list for Deliver Messages

1. Select the telephone number that you want to delete.

2. Select the trash icon.

Trash icon

Transfer Call element

Transfer Call element

The Transfer Call element transfers calls to another number.

If the transfer fails, the caller leaves the element through the Otherwise connector pin. The UC server automatically adds a voicemail element to the Otherwise connector pin if you do not add an element.

You can specify an account code only if the Administrator enabled the account code feature.

The telephone number that you specify is subject to the outgoing call restrictions that are specified by the

Administrator.

To specify a transfer target for the Transfer Call element

1. In the

Transfer call to

section, select one of the following:

This number

—if you want to specify a number to transfer callers to

The operator

—if you want to transfer callers to the operator

2. If you selected

this number

, do one of the following:

• Use the Value Selector to specify a value.

• Select the telephone icon, and type the number where you want to transfer the caller.

• Right-click the

This number

box, select

New

, and type the phone number that you want.

For information about selecting a dynamic value using a Value Selector, refer to

Selecting values within elements using the value selector on page 108

. For information about contact address book synchronization, refer to

Synchronizing contacts on page 108 .

120 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Using Standard Elements

Assisted Transfer element

The Assisted Transfer element allows a transfer call recipient to accept or deny a call based on the caller’s recorded name.

Assisted Transfer element

You can enter the telephone number to which you want to transfer calls. Specify the conditions under which you want to prompt callers to record their name. When you enter a list of telephone numbers, calls are transferred to the numbers in the order that they appear. You can use the arrow buttons to change the order of numbers in the list.

A call moves to the element connected to the Call is accepted connector pin when the transfer recipient answers and accepts the call. A call that is answered, and then declined by the recipient, moves to the element connected to the Call is denied connector pin.

If the call is not answered, is answered but not accepted within 10 seconds, or is transferred to an invalid number, the call moves to the element connected to the Otherwise connector pin.

The default is to wait 20 seconds for an answer before recalling an assisted transfer attempt.

To specify a call number for the Assisted Transfer element

1. In the Call number(s) section, select the telephone icon to open the Enter Phone Number box.

You can also enter a phone number by right-clicking the Call number(s) box and selecting New.

2. Type the telephone number to which you want to transfer callers.

3. From the

Prompt

list, select one of the following prompt types:

Never

Never prompts the caller to record a name.

619510003-1A Copyright © 2009 ADTRAN, Inc.

121

Using Standard Elements Enterprise Communications Server

Always

Unknown caller

Always prompts the caller to record a name.

Prompts the caller to record a name if there is no match in the contact list.

Use the Value Selector to select a dynamic value for the element. For more information, refer to

Selecting values within elements using the value selector on page 108

. For information about contact address book synchronization, refer to

Synchronizing contacts on page 108 .

Notify Pager element

The Notify Pager element allows you to send a message from the UC server to a specified pager number.

The message sent can be a numeric message with an attached caller ID.

To specify a pager number for the Notify Pager element

Notify Pager element

1. In the

Pager number to dial

section, do one of the following:

• Use the Value Selector to specify a value. For more information, refer to

Selecting values within elements using the value selector on page 108

. For information about contact address book synchronization, refer to

Synchronizing contacts on page 108

.

• Select the telephone icon and type the pager number that you want

• Right-click the

Pager number to dial

box, select

New

, and type the pager number that you want

2. Enable the

Wait

check box if you want to specify a pause before paging.

3. In the

Wait...secs then

text box, type the number of seconds that you want the pause to last.

4. In the

Send Message

text box, type a prefix that you want as part of the message, before caller ID is displayed on the pager. Numeric prefixes and suffixes are useful to identify calls that are delivered.

The prefix helps you differentiate between callers whose messages you have instructed the UC server to deliver, and other callers to the paging system. For example, you can use a prefix such as

123

or

000

to signal deliveries.

5. Enable the

Add Caller-ID

check box if you want to have caller ID sent with your messages.

6. In the

Append...to message

text box, type information that is part of the messages sent following any caller ID information displayed on your pager.

122 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Using Standard Elements

To specify an account code for the Notify Pager element

1. Select the telephone icon.

2. In the Enter Phone Number box, enable the

Use account code

check box.

3. Type an account code in the text box.

4. Select

OK

.

Send Email element

Using the Send Email element, you can specify the UC server to notify you, or someone else, by email when a caller moves successfully through the Send Email element. For example, you could have an email sent to your personal email address when a caller leaves a voice message for you after hours, or when you receive a fax. You can specify the type of message that you want to send and the address where you want to send it, including multiple email addresses. You can also send attachments with the email notification. For example, you could attach a fax of a property listing, or audio describing a property, or some other type of fax or audio specific to your particular business

.

Selecting a Custom notification allows you to type or select information that you want to include in the notification. You can combine typed text and selected values in the Subject and Body sections of the element. In the call flow, the text and values are linked together. From the Attach field you can also select attachments to send with the notification, such as announcements, greetings, temporary recordings, faxes, or database values (for example, audio or fax).

Temporary recordings are created using the Record Announcement element. Using the Send Email element with a temporary recording can be used as a form filling application, such as requesting quotes, or answering general customer service questions, and so on. For more information on temporary recordings,

refer to

Allowing callers to make temporary recordings within a service on page 109

.

To specify the NetVanta UC Server to send an email when you receive a voicemail message

1. Select one of the following from the Send list:

Entire Message

—sends an email of all the information associated with the voice message that you received, including the voice message (as a .wav attachment)

Notification

—sends only the information associated with the voice message

Short Notification

—sends only some of the information associated with the voice message. This mode is useful for small menu devices, such as cell phones, that are capable of receiving email.

Custom

—allows you to add information that you want to include with the email notification. This includes sending attachments such as announcements, greetings, temporary recordings, faxes, or database values (for example, audio or fax).

Custom With Message

—allows you to send a custom email with the latest mail message

Custom notification sends an email notification of calls to a user’s mailbox, whether the caller left a message or not. All other types of notifications send email notifications only when a caller leaves a message.

619510003-1A Copyright © 2009 ADTRAN, Inc.

123

Using Standard Elements Enterprise Communications Server

2. In the

To email address

box, type the email address where you want the notification sent. If you want to enter more than one email address, type them with a semicolon separating each one.

Refer to Selecting values within elements using the value selector on page 108

if you want to select a dynamic value for the

To email address

box. You can enter only one dynamic value.

Make sure that you enter a valid email address. The UC server does not authenticate email addresses used with the Send Email element.

To specify a custom notification

1. From the Send list, select

Custom

.

2. In the

To email address

box, type the email address where you want the notification sent. Use a semicolon to separate multiple email addresses.

3. In the

Subject

box, type a subject for the email, or use the Value Selector to select a value.

4. In the

Body

box, type the body of the email, or use the Value Selector to select a value.

Refer to Selecting values within elements using the value selector on page 108

to select a dynamic value for the To email address, Subject, Body, or Attach text box. You can enter only one dynamic value.

5. In the

Attach

field, select a database value (audio or fax), fax, announcement, greeting, or temporary recording.

Send Fax element

The Send Fax element allows you to send a list of faxes to a specified fax number.

Send Fax element

You can enter the fax number to which you want to send a fax message. A cover page can accompany your fax message and you can select the fax documents to include in the list. You can choose to send a list of faxes, the latest fax in your mailbox, all faxes in your mailbox, or all unread faxes in your mailbox.

124 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Using Standard Elements

You do not need to specify the mailbox from which messages are sent. Your system Administrator does this.

To specify a fax number for the Send Fax element

1. On the Send Fax element, select the telephone icon.

2. In the

Enter phone number

text box, type the fax number where you want the fax messages sent to.

3. If you want to specify an account code, enable the

Use account code

check box and type an account code in the box.

4. Select

OK

.

Refer to Selecting values within elements using the value selector on page 108 to select

a dynamic value for the element. For information about contact address book synchronization, refer to

Synchronizing contacts on page 108 .

To specify a list of faxes for a Send Fax element

1. Select

List of Faxes

from the Send list.

2. Follow all the steps in

To specify a fax number for the Send Fax element on page 125

.

3. In the

To

section, select the Value Selector and select the database value or fax that you want to send.

The fax appears in the

To

list.

4. Repeat step 3 until all the faxes that you want are added to the list.

To include a cover page for the Send Fax element

1. On the Send Fax element, enable the

Include cover page

check box, which opens the Fax Cover Page

Details box.

2. Select the browse button to open the

Select Cover Page

box.

3. Select the fax cover page that you want to include.

4. Select

Select

. The name of the fax cover page appears in the Select cover page text box.

5. In the Fax Cover Page Details box, type information about the fax recipient, the subject of the fax, and comments that you want to include on the cover page. You can use a combination of typed text and dynamic values.

Refer to Selecting values within elements using the value selector on page 108 to select

dynamic values for the cover page information.

6. Select

OK

.

619510003-1A Copyright © 2009 ADTRAN, Inc.

125

Using Standard Elements Enterprise Communications Server

To send faxes in your mailbox using a Send Fax element

1. From the Send list, select one of the following:

• Latest Fax in Mailbox

• All Faxes in Mailbox

• All Unread Faxes in Mailbox

2. Follow all the steps in

To specify a fax number for the Send Fax element on page 125

.

3. If you want to include a cover page, follow all the steps in

To include a cover page for the Send Fax element on page 125

.

4. From the

From

list, select the mailbox from which you want to send the fax. Called Extension refers to the identity originally called. Selected Extension refers to the identity selected in the last successful

Select Extension element in the service. If there was none, or the last one failed, it defaults to be the same as the Called Extension.

Receive Fax element

Your Personal Business Attendant (PBA) can automatically receive faxes without using a Receive Fax element, however you may want to use the Receive Fax element in order to customize the receive fax behavior, or to create a service specifically for receiving faxes.

The default behavior for incoming faxes for any PBA users is that the UC server detects the tone that signals a fax, the UC server receives the fax, and then stores it in the user’s mailbox. No additional configuration is required, however using the default behavior, no notifications are sent to the user that they have received a fax.

The Receive Fax element receives incoming faxes and places them into a specified mailbox or database.

Receive Fax element

Use the Receive Fax element along with other elements in a service to customize receive fax behavior.

Depending on the configuration, you may have a dedicated fax number or identity to receive faxes. In this case you may want to use the Receive Fax element in a service to initiate some behavior, such as storing the fax in a database. Alternatively, you may have a shared voice and fax number or identity, where you receive voice and fax messages on the same identity or extension. If you are using a shared voice and fax number, then you may want to create a

Receive Fax

service, for example, in order to receive notifications that you have received a fax.

126 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Using Standard Elements

Using the Receive Fax Element in a Service

Save Fax to Mailbox

Called Extension

Selected Extension

Save Fax to Database

Otherwise

Selecting this mode enables you to save incoming faxes to your mailbox, or the extension number that the caller called.

This mode refers to the Select Extension element, which is available to admin users only. If an admin user creates a service using the Select

Extension element, and makes this service available to other users by saving it to the Shared folder, then PBA users will have this mode available. However, PBA users should not select this mode when creating their own service.

Selecting this mode enables you to save incoming faxes to a database, if your system is licensed for database integration. If you have the

Database tab available in the UC client Service Editor, then you can use the Data Source Selector to save incoming faxes to a database. For

more information, refer to

Using the Data Source Selector on page 159

.

Note

: If the

Save Fax to Database

mode is selected and the database is unavailable, the incoming fax is delivered to the default mailbox.

If a problem occurs receiving a fax, then the call exits through the

Otherwise connector pin, and the fax is not received in the selected mailbox.

When the Receive Fax element is used in a voice service, it's typically placed after a

Menu element on page 114

. Callers are instructed using a

Play Announcement element on page 112

that they can press a key

on the telephone dialpad to send a fax. For example:

"If you would like to send a fax, please press 5 and then press the Send button on your fax machine."

When the Receive Fax element is used in a dedicated fax service it is typically the first element in the service, and it can be combined with other elements to create a custom fax service, such as saving the fax to a database, or receiving notifications of the received fax.

Using the Receive Fax service

The

Receive Fax

service is a particular type of service that has additional requirements beyond regular service requirements. If you are using the same identity to receive both voice and fax messages, then you may want to use the

Receive Fax

element to create a specific

Receive Fax

service, for example, to send a notification to a pager, a phone number, or an email address to notify you that you’ve received a fax.

Your system administrator may have created a

Receive Fax

service for all users, available in the

Services\Shared folder. If a shared

Receive Fax

service is available then you do not need to create your own service, unless you want to create a custom service. If you do not have a shared

Receive Fax

service available, or if you want a custom service, then you can create your own custom

Receive Fax

service.

Requirements for using a Receive Fax service on a shared voice and fax identity

• The Receive Fax service must be called

Receive Fax

.

• The Receive Fax service must contain a Receive Fax element.

• The Receive Fax element must appear as soon as possible within the service, typically the first element

619510003-1A Copyright © 2009 ADTRAN, Inc.

127

Using Standard Elements Enterprise Communications Server of the service.

• You do not need to activate the Receive Fax service. When a fax call comes in, your active service will be initiated. When the UC server hears the fax tone, it automatically stops the regular active service and activates the

Receive Fax

service.

• The Receive Fax service must be saved in one of the following two locations:

• The shared folder so that it is available to all users in the system (that is, \Services\Shared\Receive

Fax)

• The user's root folder so that it is only available for that user (that is, \Services\Receive Fax)

Creating a Receive Fax service to receive fax notifications

In order to receive a notification of a received fax you can follow the Receive Fax element in a

Receive

Fax

service with any or all of the following elements:

• Send Email element

• Deliver Messages element (to send a phone message)

• Notify Pager element

If you want to specify the days of the week or times of day when you want notifications sent, or specify

from which phone numbers you want to be notified of a received fax, then use the

Flow control element on page 116

.

Receive Fax Service Example

The following example shows how you might use the Receive Fax element in a Receive Fax service to notify you during particular days or times, that an incoming fax has been received from a specific fax number. The example below illustrates that when a fax is received during business hours from a specific number, then notifications are sent to the user’s cell phone, pager, and personal email account.

Fax-on-demand element

The Fax-on-demand element allows the UC server to send a fax to callers who move through this element.

You can select the fax document to be made available and a cover page to accompany the fax.

128 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Using Standard Elements

Some callers might cancel their request. You can add an element to the service to handle such cases and route the call to the next element in the call flow.

To select a fax document for a Fax-on-demand element

Fax-on-demand element

On the Fax-on-demand element, select the Value Selector to select a fax document or dynamic database value. The name and icon of the document or value appear in the Fax document to send list.

To preview a fax document that you selected, select the [...] button in the Fax document to send section. The preview fax button works only with a real fax, not a database reference.

To select a fax cover page to accompany the fax document for a Fax-on-demand element

1. On the Fax-on-demand element, enable the

Include cover page

check box.

2. In the Fax Cover Page Details dialog box, select the Browse button.

Browse button

3. Select a fax cover page.

4. Select

Select

. The cover page title appears in the Select cover page file text box of the Select Cover

Page dialog box.

5. In the Subject and Comments text boxes, type information that you want to include on the fax cover page.

6. If you want to include dynamic information in the Subject and Comments text boxes, use the Value

Selectors.

You can include both text and value information in the Subject and Comments boxes of the Fax-on-demand element.

7. Select

OK

.

619510003-1A Copyright © 2009 ADTRAN, Inc.

129

Using Advanced Elements

Using Advanced Elements

Enterprise Communications Server

130 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Using Advanced Elements

Select the Advanced tab on the tool palette to view the advanced elements. A brief description is provided for each element that is available.

Record Announcement element on page 29

Advanced Menu element on

page 34

Allows callers with user accounts to record over an existing announcement from a remote telephone

Take Message element on page 33

Triggers the recording of an incoming message for storage to a mailbox

Allows callers to make a selection using the telephone keypad

Allows callers to retrieve messages remotely

Manage Mailbox element on

page 35

Change Mailbox Password

element on page 35

Allows users to change their mailbox password

Verify Password element on

page 36

Enables the service to request a password from callers and

ensure that a given password matches a specified one or the password for a particular mailbox

Loop Counter element on page 37

Allows you to limit the number of times the call flow executes a

path

Text To Speech element on page 37

Reads text to the caller

Gather Digits element on page 38

Keeps track of information that is entered by callers

Compare Data element on

page 38

Compares patterns of data and directs the call flow accordingly

Create Log Entry element on

page 39

Allows users to capture and export detailed call log entry information

Record Announcement element

The Record Announcement element allows callers to record over an existing announcement or mailbox greeting, record a temporary recording, or record into a database, using a remote telephone.

619510003-1A

Record Announcement element

Copyright © 2009 ADTRAN, Inc.

131

Using Advanced Elements Enterprise Communications Server

This element is useful for audio information services that must be updated on a daily basis or at regular intervals. A user can update the recorded information remotely when you include this element in a service.

You can specify where to record an announcement or mailbox greeting. You can choose a specific file location and an associated greeting type.

Instructing callers how to make a recording

The Record Announcement element sends a voicemail prompt tone to the caller, and then starts to record the caller. You may want to use a Play Announcement element before the Record Announcement element to instruct the caller on how to stop the recording. The caller must press a telephone key to stop recording.

Action

Stop recording\Plays menu options

Listen to the recording

Record again

Keep the recording/cancel

Key

4-9, 0, #

3

2

1

Description

Stops recording and prompts the caller with the menu options for 1, 2, 3, and the * key on the telephone keypad. If the caller does not subsequently press a key, then after repeating the menu options three times, the element keeps the current recording and the call flow proceeds. If a caller presses keys 4 to 9 or 0, the prompt menu is repeated the first time, then subsequently has the same effect as if the 1 key was pressed.

Stops recording, plays the recorded audio to the caller, and then prompts the caller with the menu options.

Stops recording, discards the current recorded audio, sends a voicemail prompt tone to the caller, and allows the caller to start recording again. The caller must press a telephone key to stop the recording.

Stops recording, keeps the recorded audio, and the call flow proceeds.

Recording an announcement

Select the Announcement option for use with an audio information service. The caller is prompted to make a recording. Otherwise, you can select a prerecorded announcement for use with this element.

The Greeting for mailbox option allows you to change the specified greeting from a remote location. You do not need to specify the mailbox from which the greeting is played. Your system administrator does this.

To enable callers to change a specified announcement using a remote telephone

1. Enable the

Specific

button.

2. Select the Value Selector arrow, select

Announcements,

and select the recording that you want. The name of the announcement appears in the Specific text box.

132 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Using Advanced Elements

Recording a greeting

To enable callers to change a specified extension or user greeting using a remote telephone

1. Enable the

Specific

button. Select the Value Selector arrow, select

Greetings

, and select one of the users or [Called Extension]. Called Extension refers to the identity originally called. Selected

Extension refers to the identity selected in the last successful Select Extension element in the service.

If there was none, or the last one failed, it defaults to be the same as the Called Extension.

Only Admin users can add a Select Extension element to a service. However, if an Admin user shares such a service with a PBA user, then the Select Extension element within that service becomes available to the PBA user.

The name of the greeting appears in the Specific text box.

2. From the

Greeting

type list, select one of the following greeting types:

• Internal Greeting

• External Greeting

• Out-of-Office Greeting

Mailbox Identifier

Put a Verify Password element before this element if you want to prevent unauthorized access.

Recording a temporary recording

You can use the Record Announcement element to record audio in a specific temporary recording, and elements like Play Announcement can be used to play the audio. Temporary recordings exist only for the duration of the execution of a service. That is, when a service starts, none of the temporary recordings exist. If a caller records a temporary recording, then the recording is stored in a temporary file that can be played by another element, and the recording is discarded when the service ends. Temporary recordings can be referenced by the following elements:

• Play Announcement element

• Menu element

• Send Email element (custom)

• Add Data element

• Update Data element

To use the Add Data and Update Data elements, the system must be licensed for database integration.

For more information on temporary recordings, refer to

Allowing callers to make temporary recordings

619510003-1A Copyright © 2009 ADTRAN, Inc.

133

Using Advanced Elements Enterprise Communications Server

within a service on page 109

.

To enable callers to create a temporary recording using a remote telephone

1. Enable the

Specific

button.

2. Select the Value Selector arrow, select

Temporary Recordings

, and select the temporary recording that you want. The name of the temporary recording appears in the Specific text box.

Recording into a database

Record the announcement to a database by selecting a data source and specifying the filtering information.

To access database information, the system must be licensed for database integration.

To enable callers to change an announcement in a database

1. Enable the

Database

button.

2. Select the

Data Source Selector

arrow. For more information, refer to

Deliver Messages element on page 118

.

3. Specify the Data source, Filter field, Equals, and Update information that you want.

Advanced Record Announcement Options

The Advanced Record Announcements allow you to define additional attributes for the recording. To change the advanced options select on the show or hide advanced options button.

You can limit the length of the message that can be recorded and avoid recording silence. Enable the corresponding check boxes to allow callers to signal the end of their message, enable a beep before recording, and enable review message menu.

To limit the length of a recorded message

Type a number of seconds in the

Record for at most

text box. Callers cannot leave a message that lasts longer than the time limit that you specify.

To avoid recording silence

1. Enable the

Stop recording after

check box.

2. Type a number of seconds in the text box.

If you set the number of seconds of silence too low, callers might be cut off while pausing between phrases or speaking quietly.

134 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Using Advanced Elements

To set Take Message specifications

Enable any of the following check boxes:

Stop when key pressed

—callers proceed to the next element after they press a key

• Beep before recording

• Review message menu

Take Message element

The Take Message element records an incoming message. Called Extension refers to the identity originally called. Selected Extension refers to the identity selected in the last successful Select Extension element in the service. If there was none, or the last one failed, it defaults to be the same as the Called Extension. This

Take Message element element can receive voicemail messages and store them in your mailbox. You do not need to specify the mailbox where messages are stored. Your system administrator does this.

You can limit the length of the message that can be recorded and avoid recording silence. Enable the corresponding check boxes to allow callers to signal the end of their message, enable a beep before recording, and enable review message menu.

To limit the length of a recorded message

Type a number of seconds in the

Record for at most

text box. Callers cannot leave a message that lasts longer than the time limit that you specify.

To avoid recording silence

1. Enable the

Stop recording after

check box.

2. Type a number of seconds in the text box.

If you set the number of seconds of silence too low, callers might be cut off while pausing between phrases or speaking quietly.

619510003-1A Copyright © 2009 ADTRAN, Inc.

135

Using Advanced Elements Enterprise Communications Server

To set Take Message specifications

Enable any of the following check boxes:

Stop when key pressed

—callers proceed to the next element after they press a key

• Beep before recording

• Review message menu

Advanced Menu element

The Advanced Menu element allows callers to make a selection using the telephone keypad. It is advisable to put an audio element (such as Play Announcement) that specifies menu options before the Advanced

Menu element. The Advanced Menu element can also be attached to the “on single digit” connection of certain elements.

Some callers might not make a selection from the menu.

Advanced Menu element

For this purpose, the

No key in

check box is provided. Select the check box and then type in a number of seconds to wait in the associated text box. You can specify the amount of time the UC server waits for a response before it moves to the next element.

To allow callers to move to the next element if they do not select a key

1. Enable the

No key in

check box.

2. In the text box, type the number of seconds to wait.

To set selection keys on a menu

1. In the first

On

list box, select the number of the key that you want. The number one appears by default. When callers press a key, they are sent to the element that is adjacent to the connector pin, depending on their choice.

2. Select

New

to add an On list box for setting an additional key. The UC server enters the keys in numerical sequence. You can also select a key from the list. You can set a maximum of 12 keys. Keys range from one to nine, then include zero, * and #.

When you have finished setting selection keys, you can connect the subsequent element for each selection key that you set, as applicable.

136 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server

To remove a selection key from a menu

Select the trashcan icon to the left of the key that you want to delete.

Manage Mailbox element

Using Advanced Elements

Manage Mailbox element

The Manage Mailbox element allows callers to retrieve messages remotely over the telephone. Called

Extension refers to the identity originally called. Selected Extension refers to the identity selected in the last successful Select Extension element in the service. If there was none, or the last one failed, it defaults to be the same as the Called Extension.

You do not need to specify the mailbox where messages are stored. Your system administrator does this.

You can set up the next element in the call flow depending on whether callers enter a valid extension number or cancel the management attempt.

This element prompts callers for a mailbox password before allowing access.

Change Mailbox Password element

Change Mailbox

Password element

The Change Mailbox Password element allows you to change your mailbox password.

The element prompts you for a new password, waits until they enter a new password, and then confirms it by playing it back to you. You are then prompted to accept the change or reject it.

You do not need to specify the mailbox for which you want to change the password. Your system administrator sets this so that you are always dealing with your own mailbox.

Called Extension refers to the identity originally called. Selected Extension refers to the identity selected in the last successful Select Extension element in the service. If there was none, or the last one failed, it defaults to be the same as the Called Extension.

619510003-1A Copyright © 2009 ADTRAN, Inc.

137

Using Advanced Elements Enterprise Communications Server

For added security, you might want to put a Verify Password element before this element.

Verify Password element

Verify Password element

The Verify Password element enables the service to request a numeric password from a caller, and verifies that a given password matches a specified password, or the password for a particular mailbox. The Verify

Password element would typically be used to access or to change information based on authentication.

To use your mailbox password, for

Password for mailbox

select [Called Extension], which is the default for this element. Selecting this option automatically selects the password for your own mailbox.

The [Selected Extension] option refers to the Selected Extension element, however this element is only available to Administrators and is not available to users. Therefore, the value of the [Selected Extension] is identical to the value of the [Called Extension].

If you select the Database value option, then be sure to include a database element (such as the Fetch Data,

Dial for Data, Move Current Row, or Prompt for Current Row elements) that indexes the Data Source value that you wish to use to verify the password. The database element must occur before the Verify

Password element in the call flow, so that you can reference it in the Verify Password element’s Data

Source selector.

Data Sources cannot be referenced directly, so you must reference a filtered Data Source created by one of the database elements referenced above. Ensure that the Data Source value that you use is a Number data type, since only Data Source values that have this type can be selected.

The Otherwise connector pin is followed when:

• The password does not match the selection criteria after three sequential attempts, or

• The caller has not entered any digits after three sequential attempts.

You can set up the next element in the call flow depending on whether a caller enters a valid extension number or cancels the attempt.

138 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server

Loop Counter element

Using Advanced Elements

Loop Counter element

The Loop Counter element allows you to limit the number of times the call flow makes a connection. This element affects only call flow control. Callers do not hear anything or perform an action.

In the Repeat up to text box, enter the number of times you want a connection to be followed.

Once the loop counter is encountered the number of times you have specified, the call follows the When finished connection.

All loop counters are reset at the beginning of each call.

Text To Speech element

The Text to Speech element allows users to convert text to speech. The supplied text is “spoken” to callers by the Text-to-Speech engine. You can use this element when you prefer not to make audio recordings.

Type the text manually, or use the Value Selector to specify a dynamic value for the text.

Text To Speech element

For more information, refer to

Selecting values within elements using the value selector on page 238

. You can also use a combination of typed text and selected values.

Gather Digits element

The Gather Digits element allows the caller to enter digits on the telephone keypad that are compared to a

Compare Data element in the same service. The Gather Digits element is typically used with an element that plays audio, such as the Play Announcement element, to give the caller instructions. When the UC server has gathered the specified number of digits, the caller moves to the connected element.

If no digits are gathered, the caller moves to the element connected to the No digits collected connector pin.

619510003-1A Copyright © 2009 ADTRAN, Inc.

139

Using Advanced Elements Enterprise Communications Server

If too few digits are gathered or the time limit for entering digits is exceeded, then the caller moves to the element connected to the Otherwise connector pin.

The Gather Digits element works with the Compare Data element. The Gather Digits element must appear in the call flow before the Compare Data element but does not need to be connected directly to it. You can include elements between them in the call flow.

To specify the number of digits to gather

1. Enable one of the following:

Stop after

—the number of digits is fixed. It lets you specify the number of digits.

Gather up to 20 digits

—the number of digits is variable, up to 20

2. If you selected the Stop after button, then type the number of digits in the text box.

Compare Data element

Compare Data element

The Compare Data element compares data that is collected by a Gather Digits element, system values (for example, Today’s Date), or database values, and directs the call flow accordingly. For example, you might want a caller to enter a four-digit number to continue in the call flow. Once the caller enters the number and it is stored by the Gather Digits element, the Compare Data element can let you direct a specific caller through the call flow based on that four-digit number.

The Compare Data element executes as follows:

• The first comparison value is evaluated for a match against the comparison selected. If the comparison is true, then the call exits through the associated connector. If the comparison is not true, then the next comparison value is evaluated for a match.

• If no match is found when comparing data, then the call proceeds to the element connected to the No match connector pin.

Note that if comparisons other than Equals are selected, then the order of comparison values is important, and can be used to match between two values. For example, if the Compare to value is a numeric value and the following comparisons are used:

• Less Than: 5

• Greater Than: 10

• Less Than/Equal: 10

140 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Using Advanced Elements

Then the following results occur:

• If the Compare to value is less than 5, then the first connector is taken.

• If the Compare to value is greater than 10, then the second connector is taken.

• If the Compare to value is between 5 and 10 (including 5 or 10), then the third connector is taken.

• If the Compare to value had no value, then the No match connector pin is taken.

To direct a caller using the Compare Data element

1. From the Compare to Value Selector list, select the Gather Digits element, System Value, or database reference that you want to compare to.

Refer to Selecting values within elements using the value selector on page 238 if you want to select a dynamic value for the Compare to box.

2. From the drop-down list select a comparison mode that you want to associate with a specific caller.

3. Select

Add

to select additional comparison options. You can add up to ten compare data connectors.

Create Log Entry element

Create Log Entry element

The Create Log Entry element allows detailed call information to be exported as a tab separated file or

XML-based file. You can specify the type of information that you want to include in the call log entry. Use the Create Log Entry element with the Gather Digits element if you want to log the digits that a caller enters.

To specify types of information using the Create Log Entry element

1. In the

Enter text or insert value

section, select the Value Selector arrow. For more information, refer to

Selecting values within elements using the value selector on page 238

.

2. Select dynamic values for the log entry, and type any text that you want to appear in the log.

3. Repeat steps 1 and 2 until all the information that you want to include appears in the list.

Some of the information types appear blank in the call log, depending on the PBX.

619510003-1A Copyright © 2009 ADTRAN, Inc.

141

Using Advanced Elements Enterprise Communications Server

Applications for the Execute Program element include the following:

• Integrate with an electronic control system, for example, door controls, alarm systems, or climate control systems, to retrieve information or to invoke changes to the system.

• Integrate with an Instant messaging (IM) client to provide another way of notifying callers of messages.

• Invoke an application that validates information received from a user, for example, a credit card transaction.

• Integrate with a third party display device.

• A list of parameters to be passed to the application.

• The computer credentials to be used by the application.

142 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Using Announcements in Call Answering Services

11 Using Announcements in Call Answering

Services

This chapter provides information about how to select prerecorded announcements for your extension. It also explains how to record personalized announcements using the Audio Editor. Make sure that there is a sound card installed on the computer that you are using. This chapter covers the following topics:

Overview on page 143

Using Prerecorded Announcements on page 143

Recording Announcements on page 145

Managing Announcements on page 153

Overview

Announcements are the outgoing messages that callers hear when they telephone your extension. These announcements typically initiate the call flow in a service and are used to guide the caller through the call process. Announcements can inform callers of your business hours, explain menu options, or provide instructions about how to leave messages or request information by fax.

The navigation pane presents folders used to store announcements. Select a folder to view its contents in the content pane. Below the content pane is the preview pane. Select an announcement to view its waveform representation in the preview pane. A variety of convenient, prerecorded announcements are available. You can also create custom announcements using the Audio Editor.

Using Prerecorded Announcements

Male and female versions of prerecorded announcements are supplied with the application. They are stored in the Male Voice and Female Voice folders on the navigation pane of the Announcements menu. For

information about sharing prerecorded announcements, refer to

Importing and Exporting on page 173

.

619510003-1A Copyright © 2009 ADTRAN, Inc.

143

Using Prerecorded Announcements Enterprise Communications Server

Some of the elements that you use to build services include a Browse button that allows you to select an announcement to be played at that point in the call flow. Before selecting the announcements you want to play while the service runs, you can preview them in the Announcements menu.

To preview a prerecorded announcement

Folders

1. Select the

Announcements

navigation bar to get the Announcements menu.

2. Select a folder to list its contents in the content pane.

3. Select the announcement that you want to preview.

4. Select

Download

in the preview pane. A waveform representation of the announcement appears in the preview pane with a set of audio commands.

5. Select the icon of the device that you want to use.

The icon that you select is enclosed by a dotted line

6. Select play to listen to the announcement.

You can also preview announcements using the Service Editor while you are building a service. You must first select a Play Announcement element and then use the Browse button to choose an announcement to preview.

After you preview the announcements and note those that you want to use, open the service to which you want to add prerecorded announcements. Locate an element that you want to change, or add one to the service.

To select a prerecorded announcement for an element

1. Select the

Services

navigation bar to obtain the Services menu.

2. Double-click a service to open it and start the Service Editor.

144 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server

3. Select a

Play Announcement

element and then drag it to the canvas.

Recording Announcements

Play Announcement element

4. Select

Browse

to open the Play Announcement dialog box, which displays a list of your announcement folders.

5. Double-click the prerecorded announcement folder that you want to open. The folder’s announcements are listed.

6. Double-click the announcement that you want to select for the element in your call flow. The title of the announcement appears in the text area of the element.

Use the Go back arrow on the Play Announcement dialog box to return to the previous folder.

Recording Announcements

You can create custom announcements to be played on your extension. These announcements can also be copied, renamed, or deleted according to your needs.

Custom announcements are created using the Audio Editor, shown below.

Toolbar

Viewing pane

Marker

Text area

The Audio Editor has a Viewing pane and a Text area.

619510003-1A Copyright © 2009 ADTRAN, Inc.

145

Recording Announcements Enterprise Communications Server

The

Viewing pane

contains a waveform representation of your announcement. As you play an announcement using the audio commands, the vertical announcement

Marker

moves across the viewing pane from left to right so that you can identify the exact location of different parts of your recording. You can edit any part of your announcement by manipulating the waveform and using the audio commands.

You can also remove parts of the message that are no longer required.

The

Text area

allows you to type your announcement before recording it. You can read the message from the menu while recording to help you eliminate pauses in your announcement.

The

Toolbar

contains visual shortcuts to the most frequently used menu items. Hold the pointer over a button to show the tool tips. The toolbar contains

View

,

Select

, and

Process

commands, as well as standard

Audio

commands found on most applications.

Creating and recording announcements

To create an announcement

1. Select the folder where you want to store your new announcement. The folder’s contents are listed in the content pane.

2. Right-click anywhere in the content pane.

Announcements

Folders

3. Select

New > Announcement

. A new announcement is added to the list in the content pane. The announcement icon denotes the new announcement.

4. Type a name for the announcement.

To record an announcement

1. Create an announcement and give it a name by following all the steps in

To create an announcement on page 146

.

2. Double-click the announcement that you want to record. The Audio Editor starts.

In the text area of the Audio Editor, you can type the announcement that you want to record. This is useful for eliminating pauses when you are recording.

3. On the toolbar, select record to open the Record Audio dialog box.

4. Make sure that the audio device you want is selected.

146 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Recording Announcements

5. In the Insert new audio box, select

at the beginning

.

Select record and then record your message. If you are using your telephone, wait for the beep before you begin to record.

6. As you record, the clock runs and the red record button turns grey.

The maximum length of a recorded announcement is 15 minutes.

7. Select stop when you are finished.

8. Select

OK

to keep the announcement.

9. Select

File > Update

.

Changing announcements

You can change an announcement by deleting a part that you no longer need, adding recorded audio to it, or adjusting the volume. Delete portions of the waveform by selecting a portion in much the same way as you select text using a word processor. A number of commands allow you to change announcements. The following illustrations provide details about the command icons located on the Audio Editor toolbar.

Audio commands

Use the audio commands to play announcements, position the marker in the waveform, and make recordings.

Stop

Skip

Backwards

Skip

Forwards

Record

Move to End

Move to

Beginning

Pause

Play

Before you delete part of an announcement or add to it, you can listen to it and identify the location on the waveform where you want to make a deletion or insertion. If you have selected a part of the waveform, audio commands apply only to the selected portion. The

move

and

skip

commands are used to position the marker within the selection.

619510003-1A Copyright © 2009 ADTRAN, Inc.

147

Recording Announcements Enterprise Communications Server

View and select commands

Use the view and select commands to select a portion of the audio.

Select None

Zoom to Fit All

Select All

Zoom Out

Zoom In

The

view

commands allow you to zoom in and out when you view the waveform so that your selection is as accurate as possible.

The

select

commands allow you to select and deselect the entire waveform. If you do not make a selection, the changes that you make apply to the whole waveform.

To select part of the waveform

1. Select anywhere in the waveform.

2. Drag across the portion of the audio that you want to select.

Deselect the waveform by selecting anywhere in the waveform.

Process commands

Use the process commands to adjust the volume.

Decrease Volume

Increase Volume

Maximize Volume

148 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Recording Announcements

To delete part of an announcement

1. Select the announcements folder that contains the announcement part you want to delete. The announcements contained in the folder are listed in the content pane.

Announcements

Folder

2. Double-click the announcement that contains the part you want to delete. The Audio Editor displays the announcement as a waveform.

3. Select

View > Zoom to Fit Al

l.

4. Make sure that the audio device you want is selected.

5. On the toolbar, select

play

. Listen to the announcement once or twice to pinpoint the portion of the waveform that you want to delete.

6. Select

stop

on the toolbar to stop playback before the part that you want to delete. Note the marker’s position in the Position indicator at the bottom of the menu.

Position Indicator

619510003-1A Copyright © 2009 ADTRAN, Inc.

149

Recording Announcements Enterprise Communications Server

7. Select the waveform where you want to begin deleting and drag to select the portion of the announcement that you want to delete.

If you do not select part of the waveform, the changes that you make affect the entire waveform.

8. Select

play

to review the selected portion of the announcement.

After you select part of an announcement, the audio commands apply only to the selected part.

9. Select

Erase

on the toolbar of the Audio Editor to delete the selection.

10. Select

File > Update

.

150 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Recording Announcements

To add to an announcement

1. Select the announcement folder that contains the announcement that you want to add to. The announcements contained in the folder are listed in the content pane.

2. Double-click the announcement that you want to add to.

The Audio Editor displays the announcement as a waveform.

Text area

In the text area of the Audio Editor, you can type the additional text that you want to add to your recording. This is useful for eliminating pauses when you are recording.

3. Select

View > Zoom to Fit All

.

4. Select the audio playback mode that you want.

5. On the toolbar, select

play

. The announcement plays. Listen to it once or twice to pinpoint the portion of the waveform to which you want to add. Position the pointer over the stop command on the toolbar so that you can stop the playback just before the part to which you want to add. Use the view commands for accuracy. Note the marker’s position in the Position indicator at the bottom of the menu.

6. Select

stop

on the toolbar to stop playback on the waveform at the point where you want to add to the announcement.

7. On the toolbar, select

record

to open the Record Audio dialog box.

8. Make sure that the audio device you want is selected.

9. In the Insert new audio text box, select

at the current position

.

Select

record

and then record your message. If you are using your telephone, wait for the beep before you begin to record.

619510003-1A Copyright © 2009 ADTRAN, Inc.

151

Recording Announcements

10. As you record, the clock runs and the red record button turns grey.

Enterprise Communications Server

The maximum length of a recorded announcement is 15 minutes.

11. Select

stop

when you are finished.

12. Select

play

to review the announcement.

13. Select

OK

to keep the announcement.

14. Select

File > Update

.

To change the volume of a recording

1. Select the announcements folder that contains the announcement of which you want to change the volume. The announcements contained in the folder are listed in the content pane.

2. Double-click the announcement that you want to change. The Audio Editor displays the announcement as a waveform.

3. Select

Edit > Select All

.

4. On the Process menu, select one of the following:

• Increase Volume

• Decrease Volume

• Maximize Volume

It is advisable to maximize the volume to make sure that your recording is audible to callers.

5. If you select

Increase Volume

or

Decrease Volume

, type the percent amount by which you want to increase or decrease the volume of the announcement, and then select

OK

.

6. Select

play

to review the changes.

7. Select

File > Update

.

152 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server

Managing Announcements

You can organize announcements more efficiently by creating folders for them.

To create a folder for announcements

1. Right-click anywhere in the content pane.

2. Select

New > Folder

. A new folder is added to the list in the content pane.

Managing Announcements

Announcements

Folder

3. Type a name for the folder.

To put an announcement in a folder

Select the announcement that you want to store and drag it to the folder where you want to store it.

Double-click a folder to view its contents. On the toolbar, use the Go back arrow to return to the list previously displayed in the content pane.

To copy an announcement

1. Select the announcements folder that contains the recording that you want to copy. The announcements stored in the folder are listed in the content pane.

2. Right-click the announcement that you want to copy.

3. Select

Duplicate

. A copy of the announcement appears in the content pane.

To delete an announcement

1. Select the announcements folder that contains the recording that you want to delete. The announcements stored in the folder are listed in the content pane.

2. Right-click the announcement that you want to delete.

3. Select

Delete

.

4. Select

Yes

to confirm the deletion.

To rename an announcement

1. Select the announcements folder that contains the recording that you want to rename. The announcements stored in the folder are listed in the content pane.

2. Right-click the announcement that you want to rename.

619510003-1A Copyright © 2009 ADTRAN, Inc.

153

Managing Announcements Enterprise Communications Server

3. Select

Rename

. Type a new name for the announcement and then select its icon to make the change.

154 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Using Databases in Call Answering Services

12 Using Databases in Call Answering Services

This chapter introduces User Data Sources and how to manage them, how to use access database information using database elements in call answering services, and includes the following topics:

Overview on page 155

Managing Data Sources on page 155

Accessing Data using Database Service Elements on page 159

Using Database Elements on page 163

To access database information the system must be licensed for database integration. If you are not licensed for database integration then the Database tab of elements is not visible.

Overview

You can use the UC server to access dynamic database information using services. A user with access to the Administrator tab can create user data tables. Each user has a copy of the table where they can save their personal data. All the user data tables that are used in your active services are displayed in the

Assistant pane.

For information about creating user data tables, refer to the Managing Data Sources section of the

ADTRAN

UC Server Administrator Manual

.

Managing Data Sources

Data sources are set up like tables. Each table row corresponds to a data row or record. Each table column corresponds to a field (for example, a name, address, or fax).

619510003-1A Copyright © 2009 ADTRAN, Inc.

155

Managing Data Sources Enterprise Communications Server

Data tables allow you to access, change, and delete information on the computer or over the telephone. For example, a real estate agent can use a data table to include information, such as an address or price, for each property that the agent has listed. While away from the office, the agent can call into the office and access the data table to add, change, or delete information about a particular property.

The data sources feature is available only if your system is licensed for database integration.

For a user data source to appear in the Assistant pane, you must have a service that accesses that user data source assigned to one of your identities. For information about accessing data sources in a service, refer to

Data Type Definitions on page 158 .

If a new field is added to an existing table, then the value for that field for all existing records will be set to [NO VALUE].

To add information in a user data table

1. In the

Assistant

menu, select the user data table to which you want to add information.

2. Select the

Add

button to add a row to the table.

The Add button is editable and might have a different title.

156 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Managing Data Sources

3. Select the column in which you want to add information.

4. Type the information that you want to add.

5. Select anywhere outside the column to deselect it.

6. Repeat steps 3 to 5 until all the information is added for the data row.

To change information in a user data table

1. In the

Assistant

menu, select the user data table that you want to change.

2. Select the column that has the information that you want to change.

3. Type the change.

4. Select anywhere outside the column to deselect it.

To delete a row in a user data table

1. In the

Assistant

menu, select the user data table from which you want to delete information.

2. Select the row that you want to delete.

3. Select the

Delete

button.

619510003-1A Copyright © 2009 ADTRAN, Inc.

157

Managing Data Sources Enterprise Communications Server

Data Type Definitions

Data Type

Text

Number

Logical

Value

A string of characters

Examples

123 Maple Avenue

A number with optional sign, decimal places, and commas 160,000.00

A string whose value can be only

true

,

false

,

1

or

0

. The numbers,

1

and

0

, correspond to true and false, respectively.

1

0

True

False

Phone Number Any string that can be parsed as a phone number into canonical form.

A canonical telephone number represents a dialable number that can be understood and interpreted around the world, for example:

+Country Code (Area Code) Subscriber Number

In North America, the following is an example of a canonical telephone number:

+1 (613) 555-1212

Audio

Fax

Day of Year

The value of the field in valid .wav format

The value of the field in valid .tif format

Date

Day of Week

Time of Day

+1 (613) 555-1212

6135551212

PropertyDescription.wav

Data Sheet.tif

A date without a year, for example, January 1 is New

Year’s Day

September 16

09-16

Sep 16

A date that includes the day, month, and year.

Valid formats include YY-MM-DD, YYYY-MM-DD, and text versions as illustrated in the examples.

September 16, 2007

Sep 16, 2007

07-09-16

2007-09-16

The full day name in English, as a string. The strings can also be in abbreviated formats.

Sunday

Sun

2:00 PM A time that includes the hour, minutes, and seconds

(optional).

Valid formats include HH:MM AM/PM. The AM/PM is optional, however AM is assumed unless the hour is greater than or equal to 12. For example, 12:02 means

12:02 PM.

Time Range Two times of day separated by a hyphen, which indicates a time range.

Valid formats are HH:MM AM/PM - HH:MM AM/PM, with

AM/PM being optional. As above, AM is assumed unless the hour is greater than or equal to 12. For example, 1:00 means 1:00 AM.

2:00 PM - 4:00 PM

158 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Accessing Data using Database Service Elements

Accessing Data using Database Service Elements

Using database integration, you can set up services that allow callers to access current information. Also, the service creator can call in to a service to change information remotely at any time, so that callers have access to the most current information. Data accessed by data sources is dynamic and can be updated at any time.

Some elements, depending on their function, allow you to specify values or data sources. Database elements use database integration to provide information to callers and receive information from callers during a service. For example, callers to a real estate office can hear updated information about a particular property when they enter the property number over the phone during a service. In this case, the Fetch Data element processes the query and searches the database for a match.

Likewise, the real estate agent can make changes to the property information in the database by accessing the service remotely and entering the new information to the database. If the agent wants to change the list price for a property, he can access the Update Data element in the service, access the price value for the correct property, change the value, and update the database accordingly.

For more information about accessing data sources using service elements, refer to

Using Elements to

Create Call Answering Services on page 107

.

To troubleshoot services using data sources, refer to

Troubleshooting Services on page 106 .

Using the Data Source Selector

You can use the Data Source Selector feature to specify a data source, and to filter the data that is returned.

The Data Source Selector is available for elements that require access to database information as part of their functionality, such as the Fetch Data, Update Data, and Dial for Data elements.

You can filter data by selecting a data source field, a comparison operator, and a value. You can filter the data by selecting the following comparison options:

• Equals

• Less Than

• Less Than/Equal to

• Greater Than

• Greater Than/Equal

• Between

• Not Equal

Using the value selector you can specify the value that you want to compare to the filter field.

An easily recognizable icon appears in the Source dialog box to indicate the type of data that you are using for the comparison value. For example, the Gather Digits icon appears with the name of the Gather Digits

619510003-1A Copyright © 2009 ADTRAN, Inc.

159

Accessing Data using Database Service Elements Enterprise Communications Server element that is included in the service.

The values that are available depend on the data source that you choose; the other elements included in the call flow, for example, a Gather Digits element; and the values that you have set up for your system.

To specify a data source for an element

1. Select the arrow in the Source section of the element.

2. Select the Data Source that you want from the list.

3. Select the Filter Field that you want from the list.

4. Select the comparison mode that you want. In the example above,

Less Than/Equal

was selected.

If you select

Between

A and C for example, then the values A and C are included.

5. Select the value type that you want. For example,

Database

values,

Gather-Digits

values, or

System

values.

You can also type a filter value manually in the filter value box.

6. Select a specific value from the

value types

list.

The values that are available depend on the data source; the other elements that precede the element in the call flow, for example, a Gather Digits element; and the values that you have set up for your system.

160 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Accessing Data using Database Service Elements

7. Select a sort mode, and enable Descending if you wish the results to be sorted in a descending order.

When you choose a System Value in an element of a service, the information is taken from the current call and from within your system and used, for example, to fetch a value for a Fetch Data element.

Table 12–1: System values

Name Description

Today

Current Time

A UC server Date value representing today’s date.

A UC server Time of Day value representing the current time.

Example Format

December 25, 2006

Format depends on location.

For US and Canada, 12:02

PM.

Paul Smith User Name

User Extension

Selected User Name If a Select Extension element is executed, this is the user profile name of the profile that owns the selected extension. Otherwise, it is User

Name.

Selected Extension If a Selected Extension element is executed, this is the selected extension. Otherwise, it is

User Extension.

Caller Name

The user profile name of the profile that owns the called extension.

The extension number where the call was initially received.

Caller-Id

The same as Matched Contact Name, if the matched contact name is not blank. If it is, the value of Caller-Id.

A UC server Text Value representing the caller.

Typically, it is the form “name [number]”.

However, if the name is blank, it is in the form

“number”. It might also have special values, such as <Private Number>, <Long Distance> or

<Unknown Caller>. Phone number format depends on the underlying transport.

Caller-Id Name

Caller-Id Number

Caller-Id Canonical

Number

Caller-Id Area Code

Caller-Id Area Code/

Exchange

Caller-Id Exchange

A UC server Text Value containing the caller name as provided by the underlying transport.

A UC server Text Value containing the raw caller telephone number as provided by the underlying transport.

A UC server Phone Number Value containing the complete, formatted number.

A UC server Text Value containing the area code of the number.

A UC server Text Value containing the area code and the exchange.

A UC server Text Value containing the exchange.

224

Mark Jones

225

Paul Smith

Paul Smith [613-599-9698]

Paul Smith

613-599-9698

+1 (613) 599-9698

613

613599

599

619510003-1A Copyright © 2009 ADTRAN, Inc.

161

Accessing Data using Database Service Elements Enterprise Communications Server

Table 12–1: System values

(Continued)

Caller-Id Local

Number

A UC server Text Value containing the local number without the area code and country code.

Called-Id A UC server Text Value representing the called party. Typically, it is the form “name [number]”.

However, if the name is blank, it is in the form

“number”. It might also have special values, such as <Private Number>, <Long Distance> or

<Unknown Caller>. Phone number format depends on the underlying transport.

Called-Id Name

Called-Id Number

Port Name

Trunk Name

Current Date/Time

A UC server Text Value containing the called party name as provided by the underlying transport.

A UC server Text Value containing the raw called party’s telephone number, as provided by the underlying transport.

The name of the port the call is using.

The name of the trunk the call is using.

A UC server Text Value containing the current date and time

Matched Contact

Name

Next Unique Id

Last Unique Id

5999698

Mark Jones [613-599-9698]

Mark Jones

613-599-9698

UC server

Admin Trunk 1

Format depends on the location of the computer, but is typically: December 25, 2006

12:02 PM

Sharon Allen The caller is matched to the called party’s contacts. This is a UC server Text Value containing the contact display name (or blank if no match).

A UC server Text Value containing a globally unique string (36 characters long). This value can be referenced only using the Add Data element and is used to assign a unique value to a database field. The Add Data element is typically followed by a Fetch Data element accessing the same table and using the Last

Unique Id value to fetch the record just added.

Do not depend on the specific format of these unique values

A UC server Text Value containing the most recent unique string generated by Next Unique

Id.

Although the actual format is not important, it is typically the following:

0E49D111-55AC-4794-9361-

1B7320D694BD

Refer to Next Unique Id.

162 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Using Database Elements

Using Database Elements

To access database information the system must be licensed for database integration. If you are not licensed for database integration then the Database tab of elements is not visible.

Database elements rely on database integration to provide data to callers during a service. Database integration allows services to be dynamic and data driven.

The Database elements tab is shown above. A brief description is provided for each element available to the Administrator.

Table 12–2: Database elements

Fetch Data element on page 164

This accesses the specified data source and fetches the required data

Dial for Data element on page 165

This accesses the specified data source and fetches the data specified by the caller

Add Data element on page 167

This allows a caller to add data to a specified data source

Delete Data element on page 168

This allows a caller to delete data from a specified data source

This updates the data contained in a specified data source

Update Data element on page 169

Move Current Row element on page 170

Prompt for Current Row element on page 171

This allows callers to modify which row is the current row in a multi row set, retrieved by either the Fetch Data or Dial for Data elements.

Using a series of prompts, this allows callers to use the keypad to select which row becomes the current row.

619510003-1A Copyright © 2009 ADTRAN, Inc.

163

Using Database Elements Enterprise Communications Server

Fetch Data element

The Fetch Data element allows you to specify a data source using the Data Source Selector, and query the data source so that the UC server fetches the data that you want.

Use a second Fetch Data element to further filter or sort the results of the first, a third to further filter or sort the results of the second, and so on. For example, a real estate service is set up to access a database of real estate listings. A Fetch Data element is specified to fetch all rows that match a certain price range. If several rows are fetched that match that criterion, the call moves through the Many rows fetched connector pin to another Fetch Data element that further searches those listings and fetches rows based on the number of bedrooms, until it finds the single listing that matches all criteria.

Fetch Data results

Fetch Data element

• If the Fetch Data element fetches one row, the call exits from the

One row fetched

connector pin.

• If the Fetch Data element fetches more than one row, then the call exits from the

Many rows fetched

connector pin.

• If no rows of data are fetched, then the call exits the

No rows fetched

connector pin.

• If any other condition exists, such as an inability to access a Data Source (such as an external database or internal User Data Table), then the call exits the

Otherwise

connector pin.

Sorting data rows

A Fetch Data element can retrieve more than one row depending on the number of rows in the source, and your filter conditions. When one or more rows are fetched, a reference to a field by another element is always a reference to the field’s value in the current row, in the set of rows fetched. The Move Current Row and Prompt for Current Row elements can be used to change which row is current. Immediately after a

Fetch Data or Dial for Data element is executed, the current row is the first row.

• When only one row is fetched, the first row is the single row that was fetched.

• When multiple rows are fetched, which row is first depends on whether a sort order was defined by the

Administrator.

If no sort order was defined, then the order of the rows is determined by the data source, and you should not make any assumptions about the order. If a sort order is defined, the

first

row is the first row in the sort order specified. However, if the sort field contains duplicate values, the order of rows with the same sort

164 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Using Database Elements value is determined by the data source, and you should not make any assumptions about the order.

For example, assume that you have a data source with a Date field, and that each row in the data source has a unique date value. If the data source defines a sort order based on this Date field and descending order, then any Fetch Data element that fetches from the data source will retrieve rows in descending date order.

If a Fetch Data element fetches multiple rows, then the

first

row will be the row in the fetched set of records with the newest value in the Date field. Thus another element referencing this Fetch Data element would always reference the newest row. Without the sort, you cannot predict which row in the retrieved set would be

first

.

Selecting a row of data

When a Fetch Data element fetches one or many rows, the first row becomes the

current

row. The order of the rows is determined by the sorting modes selected, as described above.

Other elements can refer to fields fetched by the Fetch Data element. These elements reference the value in the current row. A different current row can be selected, using the

Move Current Row element on page 170

or

Prompt for Current Row element on page 171

elements.

For information about specifying data sources, filter fields, and values, refer to

Using the Data Source

Selector on page 159

.

Dial for Data element

The Dial for Data element allows you to specify a data source using the Data Source Selector. It is similar to the Fetch Data element, except the caller uses the telephone keypad to define the data that is fetched.

The Dial for Data Source Selector allows you to specify the following:

• data source

• optional filter condition, for example a value

• Select On field

When a caller encounters the Dial for Data element, the element selects the records from the source that match the filter condition (it fetches all the records if no filter condition is specified). Then the element prompts the caller to enter the value for the Select On field. A search using the Dial for Data element ignores blanks and special characters. The default search criteria include only alphabetic characters. If you

619510003-1A Copyright © 2009 ADTRAN, Inc.

165

Using Database Elements Enterprise Communications Server specify Allow numbers, numeric characters are also included in the search.

Dial for Data element

The letters Q and Z appear on different keys on different phones. The Dial for Data element works whether the letter Q corresponds to the 0 or the 7 key, and whether the letter Z corresponds to the 0 or the 9 key.

Dialing for Data results

• If the Dial for Data element fetches one row, the call exits from the

One row fetched

connector pin.

• If the Dial for Data element fetches more than one row, then the call exits from the

Many rows fetched

connector pin

• If no data rows are fetched, then the call exits the

No rows fetched

connector pin.

• If you enable the

On Single Digit

check box, the call exits that connector pin when the caller enters only one digit, or the call times out after one digit is entered.

• If any other condition exists, such as the inability to access a Data Source, such as an external database or internal User Data Table, then the call exits the

Otherwise

connector pin.

Sorting data rows

A Dial for Data element can fetch more than one row depending on the number of rows in the source, the filter conditions, and the field the user will select on. When one or more rows are fetched, a reference to a field by another element is always a reference to the field’s value in the first row, in the set of rows fetched.

• When only one row is fetched, the first row is the single row that was fetched.

• When multiple rows are fetched, which row is first depends on whether a sort order was defined by the

Administrator.

If no sort order was defined, then the order of the rows is determined by the data source, and you should not make any assumptions about the order. If a sort order is defined, the

first

row is the first row in the sort order specified. However, if the sort field contains duplicate values, the order of rows with the same sort value is determined by the data source, and you should not make any assumptions about the order.

166 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Using Database Elements

For example, assume that you have a data source with a Date field, and that each row in the data source has a unique date value. If the data source defines a sort order based on this Date field and descending order, then any Dial for Data element that fetches from the data source will retrieve rows in descending date order. If a Dial for Data element fetches multiple rows, then the first row will be the row in the fetched set of records with the newest value in the Date field. Thus another element referencing this Dial for Data element would always reference the newest row. Without the sort, you cannot predict which row in the retrieved set would be first.

Selecting a row of data

When a Dial for Data element fetches one or many rows, the first row becomes the

current

row. The order of the rows is determined by the sorting modes selected, as described above.

Other elements can refer to fields fetched by the Dial for Data element. These elements reference the value

in the current row. A different current row can be selected, using the

Move Current Row element on page 170

or

Prompt for Current Row element on page 171

. For information about specifying data sources,

filter fields, and values, refer to

Using the Data Source Selector on page 159

.

You can put a Play Announcement element before a Dial for Data element to give the caller instructions about how to use the feature.

Add Data element

Add Data element

The Add Data element allows callers to add to the data in a specified data source. The Record

Announcement element can be used to record temporary recordings, which can be used with the Add Data element as a form filling application, in order to request quotes, have callers answer general customer

service questions, and so on. For more information on temporary recordings, refer to

Allowing callers to make temporary recordings within a service on page 109

.

• If the data is added successfully, the caller exits the regular connector pin.

• If the data is not added successfully, for any reason, the caller exits the Otherwise connector pin.

619510003-1A Copyright © 2009 ADTRAN, Inc.

167

Using Database Elements Enterprise Communications Server

To specify a source and fields for the Add Data element

1. Select a data source from the

Source

list.

2. Select the

Add

button to add a Field Assignment to the list.

3. Select the

Field

column to obtain a drop-down list of fields in the data source.

4. Select a field from the list.

5. Select the

New Value

column to specify a value for the field.

6. Type a value, or select the value selector arrow in the blank new value box.

7. Select anywhere outside the new value box.

8. Repeat steps 2 to 7 to add more fields to the Field Assignments list.

To delete a field assignment for the Add Data element

1. Right-click the

Field

column of the field assignment that you want to delete.

2. Press

Delete

.

Delete Data element

The Delete Data element allows callers to delete data in a specified data source.

Delete Data element

If some rows are deleted successfully, the caller exits the Source connector pin. If no rows are deleted, the caller exits the No rows deleted connector pin. If any other condition exists, the caller exits the Otherwise connector pin. For information about specifying data sources, filter fields, and values, refer to

Using the

Data Source Selector on page 159

.

For security reasons, when including a Delete Data element in a service, you might want to put a Verify Password element before it. Make sure that you specify exactly the data that you want to make available for deletion. For example, if you do not include a filter field and value,

all rows

are deleted.

168 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server

Update Data element

Using Database Elements

Update Data element

The Update Data element allows callers to update the data in a specified data source. The Record

Announcement element can be used to record temporary recordings, which can be used with the Update

Data element as a form filling application, in order to request quotes, have callers answer general customer

service questions, and so on. For more information on temporary recordings, refer to

Allowing callers to make temporary recordings within a service on page 109

.

• If some rows are updated successfully, the caller exits the regular connector pin.

• If some rows are not updated, the caller exits the No rows updated connector pin.

• If any other condition exists, the caller exits the Otherwise connector pin.

To specify field assignments for the Update Data element

1. Use the data source selector arrow to specify the data source that you want.

2. Select the

Add

button on the Update Data element to add a Field Assignment to the list.

3. Select the

Field

column to obtain a drop-down list.

4. Select a field from the list.

5. Select the

New Value

column to specify a value for the field.

6. Type a new value, or select the value selector arrow in the blank new value box.

7. Select anywhere outside the new value box.

8. Repeat steps 2 to 7 to add more fields to the Field Assignments list.

Make sure that you specify the filter condition correctly. For example, no filter condition means that

all rows

are updated using the specified assignments.

619510003-1A Copyright © 2009 ADTRAN, Inc.

169

Using Database Elements

Move Current Row element

Enterprise Communications Server

Move Current Row element

When using the

Fetch Data element on page 164

or

Dial for Data element on page 165

, a set of rows are

fetched from the database. The

Move Current Row

element moves the current row in a set of rows fetched. The current row can be moved to be the first row in a set of rows, the last row, the next row, or the previous row.

The Source element for a Move Current Row element can be the name of any other Fetch Data or Dial for

Data element in the service. The current row can be moved to the first row, last row, next row, or previous row in the set of rows associated with the Fetch Data or Dial for Data element.

• If the current row moves to another row, then the element exits through the

Source element

connector pin.

• If moving the current row moves it beyond the last row, before the first row, if there are no rows, or if the Source element has not been executed yet, then the element exits through the

No more rows

connector pin.

• If an error occurs, then the element exits through the

Otherwise

connector pin.

Applying the move current row element

We'll use a simplified version of a real estate listing service to illustrate how the Move current row element works. For example:

• The first element is a Fetch Data element that fetches some real estate listings.

• The second element is the Text to Speech (TTS) element which speaks the property identifier from the current row, and introduces the audio that follows.

• The third element is a Play Announcement element that plays the audio for the current row, and contains the address and price for the current listing.

170 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Using Database Elements

• The fourth element is the Move current row element, which moves the current row to the next row.

• If there is another row, the service loops back to the TTS element, which now uses the value from this row.

• If no more rows are available, the Move current row element exits through the No more rows connector pin.

Prompt for Current Row element

The Prompt for Current Row element prompts callers to select a specific row from multiple rows fetched

by a

Fetch Data element on page 164

or

Dial for Data element on page 165

. Callers press keys on the keypad in response to prompts such as "For..., press 1, for..., press 2..." Callers select a specific item which becomes the current row.

Prompt for Current

Row element

The Source element for a Prompt for Current Row element allows you to select a Fetch Data or Dial for

Data element in the service. The Select on list contains the names of fields in the Source element, with the exception of Audio or Fax fields.

• If the Source element has exactly one row, the element exits immediately through the

Source element

connector pin.

• If the record set indicated by the Source does not exist (the element has not been executed yet), or if it has no rows, then the element exits immediately through the

No more rows

connector pin.

• If the caller presses an invalid key, or fails to press a key within a few seconds, then the last prompt is

619510003-1A Copyright © 2009 ADTRAN, Inc.

171

Using Database Elements Enterprise Communications Server repeated. If this occurs three times, or if an internal error occurs, then the element exits through the

Otherwise

connector pin.

Prompting callers when more than one row is returned

If the Source element has more than one row, using Text to Speech (TTS), the element prompts the callers with "Press 1 for <value 1>, Press 2 for <value 2>," and so on, where the values of the Select on field are from the set of rows associated with the source element. The caller is prompted for up to six choices.

• The element follows with the prompt "Press 8 to repeat these choices."

• If there are more than six rows, then it prompts with "Press 9 for more choices."

• Finally, the element prompts with "Press 0 to start over."

Caller input and results

If the caller enters the number associated with a specific row value, the associated row becomes the current row, and the element exits through the

Source element

connector pin.

• If the caller presses 8, the prompts are repeated.

• If the caller presses 0, the same prompt for the first group of rows is repeated.

• If there are more than six rows and the caller presses 9, the element prompts with "Press 1 for <value>..." as before, but the values are now taken from the next group of rows. This prompt is followed by "Press

7 for previous choices," and the other prompts as noted above. Pressing 7 causes the prompt for the previous group of rows to be played.

The process continues until the caller selects a specific row. The caller uses the 7 and 9 keys to move backwards and forwards through the set of rows.

7

8

9

Caller prompts

Key Pressed

0

1-6

Results

The prompt for the first row set is played.

This selects the associated row value, and becomes the current row. The element exits through the Source element connector pin.

If there are previous row sets, the prompt is played for the previous six rows.

The previous prompt is replayed.

If there are more rows, the prompt is played for the next six rows or less.

172 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Importing and Exporting

13 Importing and Exporting

This chapter explains how to use the Import/Export Wizard and covers the following topics:

Overview on page 173

Starting the Import/Export Wizard on page 173

Importing and Exporting Items on page 173

Overview

The Import/Export Wizard allows you to share announcements, services, faxes, and fax cover pages by importing items from another location, or exporting them from your computer to another location so that other people can import them and use them.

Starting the Import/Export Wizard

To start the Import/Export wizard

1. Select

File > Import-Export Wizard

to open the wizard welcome menu.

2. Select

Next

.

Importing and Exporting Items

The Import/Export Wizard guides you through the process of importing or exporting an item.

To import an item

1. In the

Task Selection

box, select

Import data from the File System

, and then select

Next

.

2. In the

Import Directory

box, make sure that the destination folders are correct. You can use the

Browse button to change the default destination folder.

The default destination is:

C:\Documents and Settings\username\My

Documents\Export\

3. Select

Next

.

4. Select all the items that you want to import, and then select

Next

. Make sure that the box next to the item has a check mark in it before you proceed.

5. If you want to delete an item in the change destination box, select the item and then select the

Delete

button.

619510003-1A Copyright © 2009 ADTRAN, Inc.

173

Importing and Exporting Items Enterprise Communications Server

6. If you want to change the destination of an item, select the item and then select the

Change destination

button.

7. Select

Next

to transfer the items.

8. Select

Next

when the wizard is done.

9. Select

Finish

.

To export an item

1. In the Select task to perform box, select

Export to the File System

, and then select

Next

.

2. Select the directory where the items that you want to export are located, and then select

Next

.

3. Select all the items that you want to export, and then select

Next

. Make sure that the box next to the item has a check mark in it before you proceed.

4. Select

Finish

when the wizard is finished exporting the items.

174 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Setting Options

14 Setting Options

This chapter explains how to set various options. Options fall under the following categories:

Setting General Options on page 175

Setting Message Delivery Options on page 176

Customizing your Mailbox on page 178

Setting Integrated Messaging Options on page 180

Compressing Voice Messages on page 181

For more information on setting mailbox options, refer to

Customizing your Mailbox on page 15 .

Setting General Options

If you are a local message store user, you are prompted to enter your mailbox number, name, or password each time you log in. You can enable the automatic login option if you do not want to enter your information each time you log in.

Your user profile has a time zone setting that indicates in which time zone you are typically located. The time zone setting effects the times and dates that appear on voice, fax, and email messages when you access your mailbox using the telephone user interface.

If you travel, or are relocating to another site for a period of time, you can change your time zone settings.

You can set how the message waiting light on your phone operates. The message waiting light behavior can also be set by your administrator either system wide or individually, and this setting may differ from your own setting. The message waiting light behavior in effect corresponds to the last option set. Thus if the administrator changes the system wide setting or your individual setting after you have set your message waiting light behavior, then you will need to reset it in order for your settings to take effect.

To change the automatic login option

1. Select

Tools > Options

.

2. Select the

General

tab.

3. Enable the

Enable automatic login

check box.

4. Select

OK

.

To change your time zone setting

1. Select

Tools > Options

.

2. Select the

General

tab.

619510003-1A Copyright © 2009 ADTRAN, Inc.

175

Setting Message Delivery Options Enterprise Communications Server

3. In the Time zone section, select the Time zone list.

4. From the Time zone list, select the time zone that you want.

When you run the First Time Access Wizard, the time zone setting for your profile is set to the time zone of the computer running the first time access wizard. If the time zone is the same as the server’s time zone, the setting is

Same time zone as server system

.

To change your message waiting light behavior

1. Select

Tools > Options

.

2. In the

General

tab, select one of the message waiting light options.

Use system defaults

The message waiting light behavior for your phone is set according to the system wide setting set by your administrator.

UC client does not manage the message waiting light

Never turn on or off

Turn on when new message arrives

Turn off when first message is accessed in mailbox

Turn off when no more new messages in mailbox

The light turns off when you

access

the first new message in your mailbox, regardless of whether you disconnect before listening to the message.

The light turns off when you access the last new message in your mailbox.

3. Select

OK

.

Any changes to the message waiting light options come into effect immediately.

Setting Message Delivery Options

Message delivery options apply to the Deliver Messages element.

When a Deliver Messages element is included in an active service and a message has been received, the application calls a list of specified numbers until it reaches you. You can set the number of attempts to deliver messages. You can also specify the interval between successive delivery attempts.

You can also cancel Active Message Delivery by specifying certain conditions. When the condition is met,

Active Message Delivery is canceled. If the UC client is between calls, Active Message Delivery is discontinued, and no further attempts are made. If an outgoing call is already in progress, that call continues until completion.

You can specify a default account code for outgoing calls. An account code is used for accounting and

176 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Setting Message Delivery Options security. A caller who does not have an account code cannot access specified information.

You can use account codes to allow long distance dialing, in which the telephone company applies the long distance charges to your account code.

To set the number of attempts to deliver a message to each number you have specified

1. Select

Tools > Options

.

2. Select the

Message Delivery

tab.

3. In the

Retry

text box, select the number of attempts to deliver to each number. The default number of attempts is

3

.

4. Select

OK

.

To set the number of minutes to wait between delivery attempts

1. Select

Tools > Options

.

2. Select the

Message Delivery

tab.

3. In the

Delay

text box, select the number of minutes to wait between delivery attempts. The default delay period is

3

minutes.

4. Select

OK

.

To specify a default account code

1. Select

Tools > Options

.

2. Select the

General

tab.

3. Type the default account code in the

Account code

box.

4. Select

OK

.

To specify conditions to cancel Active Message Delivery

1. Select

Tools

>

Options...

2. Select the

Message Delivery

tab.

3. In the

Cancel active message delivery

section, select one of the following options:

Mailbox is accessed

—Active Message Delivery is discontinued when you access your mailbox

Mailbox has no new voice or fax messages

—Active Message Delivery is discontinued when there are no new voice or fax messages in your mailbox

Mailbox has no messages

—Active Message Delivery is discontinued when there are no messages in your mailbox

619510003-1A Copyright © 2009 ADTRAN, Inc.

177

Customizing your Mailbox Enterprise Communications Server

Customizing your Mailbox

Mailbox options allow you to customize your mailbox. Mailbox options include:

• Changing the amount of information played about your messages

• Changing the type of messages played and the order in which they are played

• Setting whether to play information about each message

• Setting whether to verify your password when checking messages from your extension

Changing the message summary

A message summary plays after you enter your password. The message summary includes:

• The number of messages in your mailbox

• The type of messages in your mailbox (voice, fax, or email)

• Whether messages are new or saved

There are three modes for message summary. They are:

Disabled

No message summary is provided.

Quick

The message summary provides limited information. For example:

“You have five new messages and six saved messages.”

This is the default mode.

Verbose

The message summary provides detailed information. For example:

“You have five new voice messages, four new fax messages, 30 new email messages and 50 saved messages.”

To set the message summary mode using the desktop

1. Select

Tools > Options

.

2. Select the

Mailbox

tab.

3. In the Mailbox message summary section, select one of the following:

• Disabled

• Quick

• Verbose

4. Select

OK

.

Sorting messages

The message sorting options allow you to choose in what order you want to listen to your messages. You can change the message sorting options using the desktop. The default message sorting option is to listen to voice and fax messages only.

178 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Customizing your Mailbox

To change message sorting options

1. Select

Tools > Options

.

2. Select the

Mailbox

tab.

3. In the Mailbox message sorting section, choose one of the following options:

• Listen to all messages in the order they were received

• Listen to voice and fax messages only

• Listen to voice and fax messages first then email messages

4. Select

OK

.

Turning message information on or off

Message information is played before each message. It includes:

• Caller ID

• Date and time the message was received

The default setting for message information is

on

.

To turn message information on or off using the desktop

1. Select

Tools > Options

.

2. Select the

Mailbox

tab.

3. Enable the

Play message information before message

check box to enable message information.

To disable message information, clear the check box.

4. Select

OK

.

Turning password verification on or off

You can specify password verification when you call to check messages from your own extension. The default setting is

off

.

To turn password verification on or off

1. Select

Tools > Options

.

2. Select the

Mailbox

tab.

619510003-1A Copyright © 2009 ADTRAN, Inc.

179

Setting Integrated Messaging Options Enterprise Communications Server

3. Enable the

Password verification

check box to turn Password verification on.

To turn password verification off, disable the check box.

4. Select

OK

.

Setting Integrated Messaging Options

Local message store users can specify display and notification options for new messages. IMAP users can change the password they use to access their mailbox.

To specify display options for new LMS messages

1. Select

Tools > Options

.

2. Select the

Integrated Messaging

tab.

3. In the When a new message arrives section, enable any of the following check boxes:

Display icon in tray

—displays an icon in the bottom right-hand corner when you have a new message

Display dialog

—displays a new message dialog for voice and fax messages

Play wave file

—plays a sound when a new message arrives

4. Select

OK

.

Regardless of the options that are selected, messages accessed by LMS users are always played in order from oldest to newest.

To change the new LMS message notification sound

1. Select

Tools > Options

.

2. Select the

Integrated Messaging

tab.

3. Make sure that the

Play wave file

check box is enabled.

4. Select the

Browse

button and select the wave file that you want.

5. Select

Open

to select the wave file.

6. Select

play

to hear the wave file.

7. Select

OK

.

180 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Compressing Voice Messages

To change the IMAP user password

1. Select

Tools > Options

.

2. Select the

External Systems

tab.

3. In the IMAP mailbox management section, select the

Password

button.

4. In the

Password

box, type the new password.

5. In the

Re-enter

box, retype the new password.

6. Select

OK

.

7. In the

Options

dialog box, select

OK

.

The IMAP user password must match the Lotus Notes user Internet password, configured on the Lotus Notes Server.

Compressing Voice Messages

The voice message compression level determines how incoming voice messages, greetings, and announcements are recorded and stored. Compression affects the size and quality of voice messages.

• Increasing the compression level lowers the audio quality and the file size.

• Decreasing the compression level improves the audio quality and increases the file size.

The default compression level is medium, but this level can be adjusted. For example, if you are traveling and working over modem connections, you can select the maximum compression level so that your messages are smaller. However, the audio quality will also be noticeably decreased.

To set the level of voice message compression

1. Select

Tools > Options

.

2. Select the

Incoming Messages

tab.

3. Move the slider to adjust the level of compression. The default level is

Medium

. Select

Defaults

to return the compression level to the default value.

4. Select

OK

.

When you save an attachment from your system from the Local Message Store/Integrated

Client, the attachment is saved in the compression format selected. However, when you save from your system from Microsoft Exchange Server, the attachment is saved in the native compression format, which is equivalent to no compression.

619510003-1A Copyright © 2009 ADTRAN, Inc.

181

Compressing Voice Messages Enterprise Communications Server

182 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server

15 Troubleshooting

Troubleshooting

Overview

You can use UC server logs to review calls, events, system errors or warnings.

You can configure the UC server to automatically generate diagnostic information in the event of errors or problems. You can also configure the diagnostic system options such that ADTRAN, your reseller, and/or yourself is notified if the UC server is not functioning properly.

If you cannot find the information you are looking for in this manual or in the online help, then you can go to the ADTRAN website for further information such as training materials, and a quick reference card, and

SIP phone user guides. For more information, refer to the following sections:

Troubleshooting Message Waiting Indicators on page 183

Troubleshooting the NetVanta UC Server on page 184

Using the NetVanta UC Server Logs on page 185

Accessing Documentation and Training on page 191

Troubleshooting Message Waiting Indicators

Sometimes message waiting indicators (MWI) on phones are incorrect following a power failure or changes to the PBX.

Symptoms

The MWI on phones are incorrect.

Possible Causes

• A power failure has occurred.

• Changes were made to the PBX.

Solution

You can resynchronize the MWI on phones.

To resynchronize message waiting indicators on phones

Select

Tools > Resynchronize All message waiting indicators

.

619510003-1A Copyright © 2009 ADTRAN, Inc.

183

Troubleshooting the NetVanta UC Server Enterprise Communications Server

Troubleshooting the NetVanta UC Server

ADTRAN has observed that third-party firewall and antivirus products can cause problems with the proper operation of the UC server.

The UC server is tested with Microsoft security products, such as Windows Firewall and

Windows Defender.

Symptoms

• UC server services keep shutting down with Trend Micro software installed.

• The UC client crashes, doesn't load forms, or produces unknown software errors.

Possible Causes

Sometimes problems can arise from third-party firewall or antivirus software installed on computers hosting the server or client software.

Solutions

Proceed with the following potential solutions in the order in which they appear. Only when solution A and

B have been attempted and failed, should solution C be tried.

If a problem occurs, ADTRAN Technical Support advises that the third-party product be removed from the system prior to contacting Technical Support for assistance. For more information, refer to

Accessing Technical Support on page 191 .

Solution A: Verify that the NetVanta UC Server files are excluded from antivirus software scanning

Verify that the following folders are excluded from antivirus software scanning (as noted in the NetVanta

UC Server

Deployment Guide

, and in the NetVanta UC Server

Installation Guide

).

C:\Program Files\ADTRAN

Or any folder in which the UC server application is loaded.

• C:\ADTRANLogs

Or the folder to which logging application is configured.

• C:\Program Files Microsoft SQL Server

Or the default location of the database folder.

184 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Using the NetVanta UC Server Logs

Solution B: Uninstall the third-party antivirus or firewall software

1. Uninstall the third-party antivirus or firewall software.

2. Shutdown the UC server and restart.

Antivirus and firewall behavior is unpredictable even after shutting down or uninstalling.

Solution C: Uninstall all software and reinstall

Wipe clean the computer hosting the server/client software, including the OS, and reinstall.

Using the NetVanta UC Server Logs

This section explains how to manage alert notifications of errors and warnings, logging statistics, and logs and the information that they record. Logs record events that occur while the application is enabled on your extension.

Four categories of events are recorded in logs: events, system errors and warnings, sent items, and received calls. You can view logs and store them for future reference, track activity that takes place, and troubleshoot occasional problems. Using the Import/Export wizard, you can export call logs as a tab separated or XML-based file. The call log files can be used by other reporting applications to provide historical reports on voicemail activity. For more information about the Import/Export wizard, refer to

Importing and Exporting on page 173

.

The

Events

log tracks information related to user attempts to perform mailbox management.

The

System Errors and Warnings

log provides information that you can use to troubleshoot problems

619510003-1A Copyright © 2009 ADTRAN, Inc.

185

Using the NetVanta UC Server Logs that occur with your call answering.

Enterprise Communications Server

To troubleshoot specific warnings, refer to

Troubleshooting warning log entries on page 190

.

The

Sent Items

log tracks information on outgoing faxes and events related to the use of the Notify Pager and Deliver Messages elements. Details for each delivery or dispatch attempt are recorded, including the date and time of the attempt; the phone number dialed; the port that handled the attempt; and the final outcome of the delivery or notification attempt.

The

Received Calls

log tracks incoming calls, regardless of whether the UC server answered them or not.

Information logged includes the caller name and phone number, if available; the date, time, and length of the call; whether the call was answered, and by which port; and whether a message was left or not.

Errors and Warnings Alert Notifications

If an error or warning occurs, for example, the UC server was unable to deliver a message, then the UC server generates an error or warning log. When an error or warning log is produced, and there were no previous unacknowledged errors or warnings, then UC server also produces an entry in the Windows event log to indicate what has happened. Administrators will see an orange bar displayed at the bottom of the UC client window as an alert that some action may be required. Conversely, when errors and warnings are acknowledged, and there are no more unacknowledged errors or warnings, then a different entry is created in the Windows event log, and the orange bar in the UC client disappears.

To view system errors and warning logs

1. On the left side of the UC client, select the

Logs

navigation bar to open the Logs menu.

2. Select

System Errors and Warnings

. On the right side in the Logs content pane, the errors and warning logs appear.

To acknowledge the alert notification

On the right side in the Logs content pane, right-click on an error or warning log to accept or acknowledge the error or warning. The orange bar will no longer appear, and the error or warning message is no longer visible at the bottom of the UC client window.

Managing NetVanta UC Server Alerts from Windows SBS 2008

Microsoft Windows Small Business Server (SBS) 2008 records unacknowledged errors or warnings in the

UC server. This simplifies management such that Administrators do not need to have the UC client open in order to be aware of any error or warning messages.

When the UC server is installed on Windows SBS 2008, a custom alert is automatically configured for the

SBS 2008 Console. If the UC server is not installed on the SBS 2008 system, but is installed on another system on the network, then consult the Microsoft documentation for how to create a custom alert.

186 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Using the NetVanta UC Server Logs

To create a custom alert definition when the NetVanta UC Server is not installed on the

SBS 2008 system

1. Refer to www.msdn.microsoft.com/en-us/library/cc721719.aspx

for details on how to create a custom alert.

2. Specify the following:

Path

Provider

SetEventID

ClearEventID

Application

UC server

256

512

The Windows SBS Console display is refreshed every 30 minutes. This means that the console display will not change immediately when an error or warning occurs, or when all errors or warnings are accepted or acknowledged.

To access the NetVanta UC Server alerts from Windows SBS 2008

1. From the

Start

menu access the

Event Viewer

.

2. Open the

Windows SBS Console

, and select the

Network

tab. Under Computers, any UC server unacknowledged errors or warnings will appear.

The log entry types are represented by different icons. The following table explains some of the icons that might appear in your list of log entries.

Table 15–1: Log entry icon definitions

Icon Definition

Error—represents an error, for example in voice message delivery

Warning—represents a warning

Received calls—represents calls that come in on a specified port

619510003-1A Copyright © 2009 ADTRAN, Inc.

187

Using the NetVanta UC Server Logs Enterprise Communications Server

Table 15–1: Log entry icon definitions

Voicemail access—represents a voice message event, for example, a voice message sent from a UC server user to another user

Pager access—represents events in which UC server users send or receive a page

Message delivered

Voicemail access—represents user voicemail access, for example, users accessing their own mailbox to receive voice messages

Log entry

Managing logs

To get the Logs menu, select the Logs navigation bar. You can retrieve and view, remove, and archive logs.

You can rename and delete log archives, and export a call log using the Import-Export wizard.

To retrieve and view a log

1. Double-click the log folder that you want to view. The contents of the log are displayed in the content pane. When a log folder is open, its icon appears as an open book.

Closed log folder

Open log folder

2. Use the vertical scroll arrows to view the list of log entries.

3. Select a log entry to view information about it in the details pane.

To remove old log entries

1. Right-click anywhere in the content pane.

2. Select

Clear log

.

188 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server

3. Select one of the following:

• Everything

• Entries created before today

• Entries created before the beginning of the month

• Entries created before a specific date

Using the NetVanta UC Server Logs

If there are unacknowledged errors or warnings, you cannot archive or clear log items.

You must accept the notifications first.

4. If you enabled

Entries created before a specific date

, type the date in the text box.

5. Select

OK

.

To archive a log

1. Right-click anywhere in the content pane.

2. Select

Archive log

.

3. Select one of the following:

• Everything

• Entries created before today

• Entries created before the beginning of the month

• Entries created before a specific date

If there are unacknowledged errors or warnings, you cannot archive or clear log items.

You must accept the notifications first.

4. If you enabled

Entries created before a specific date

, type the date in the text box. The new archive is put in the navigation pane as a log with a default title based on the current date.

Log archive

5. Select

OK

.

To rename a log archive

1. Select the archive that you want to rename.

2. Select

Edit > Rename

.

3. Type a new name for the archive.

619510003-1A Copyright © 2009 ADTRAN, Inc.

189

Using the NetVanta UC Server Logs Enterprise Communications Server

To delete a log archive

1. Select the archive that you want to delete.

2. Select

Edit > Delete

.

3. Select

Yes

to confirm the deletion.

To export a call log using the Import-Export wizard

1. Select

File > Import-Export Wizard

, and then select

Next

.

2. Select

Export Activity Report

, and then select

Next

.

3. Select the types of logs that you want to export, and then select

Next

.

4. Enable either of the following, and then select

Next

:

All logs

—exports all call logs

Date range

—exports call logs from within a range of dates that you specify

5. Select the file type for the call log that you want to export.

6. Do either of the following, and then select

Next

:

• Type a location for the file in the

Save exported file as

box.

• Select

Browse

to find a location for the file.

7. If you want to save the configuration, type a name in the box.

8. Select

Next

to export the log.

9. Select

Close

.

View the call log files using the appropriate application, for example, Microsoft Excel.

Troubleshooting warning log entries

The following is a list of potential warnings that may be noted in the System Errors and Warning logs. To troubleshoot a warning, locate the log entry below, and note the possible causes of and solutions for the warning.

Not all errors and warnings necessarily require action.

190 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Accessing Documentation and Training

Log Entry Possible Causes and Solutions

System did not receive Caller ID information from the modem and hence, could not transmit it to your pager. Ensure that your phone rings at least twice before answering otherwise you will not receive

Caller ID information.

Verify that Caller ID is available when attempting to send a pager notification which includes sending the Caller ID.

Failed to update %s's database with the received fax. The fax will be saved instead to the default mailbox.

The data source, %s, referenced in the element,

%s, is unknown.

There was a problem communicating with the database defined in the Receive Fax element.

Check your database connection parameters, and ensure that the database is available.

ServiceStateMachine when an element refers to a data source that no longer exists. Verify the following:

1. The ODBC data source, if applicable, is correctly configured

2. The fields in the reference data source may have been changed or deleted. Verify the data source configuration.

Accessing Documentation and Training

If you want more information than what is available in this manual or in the online help, then go to the

ADTRAN website at http://kb.adtran.com

. Here you will find training materials, and a quick reference card, along with SIP phone user guides.

Accessing Technical Support

Unless there is a support contract in place, please see your reseller for support information. For more information on ADTRAN Technical Support, refer to the ADTRAN website at www.adtran.com

.

If you are contacting ADTRAN Technical Support, then please ensure that you have the following information readily available.

• Product edition (Standard, SIP, or CEBP)

• Product version

• Service code

The Service code is an identification number to be used when contacting ADTRAN Technical Support. If you are contacting ADTRAN Technical Support then you will need to enter the service code number over the phone, so have the number ready when you call. The service contract type and expiry date are available for your information.

To access the NetVanta UC Server product and service information

From the UC server select

Help > About UC Client

. Alternatively, select the

?

button on the toolbar.

619510003-1A Copyright © 2009 ADTRAN, Inc.

191

Accessing Technical Support Enterprise Communications Server

192 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Appendix A - Glossary

Appendix A - Glossary

Account Codes

An account code is a specified set of digits that the caller must enter after completing the dialing pattern.

Account codes represent an accounting category, for example, expenditures, revenues, or salaries. They are also used to ensure security because a caller who does not have an account code cannot access specified information. Use account codes to allow long distance dialing, in which the telephone company applies the long distance charges to your account code.

Active Message Delivery

Active Message Delivery is a feature of the UC server. The UC server calls you to deliver your messages.

It informs you of a new message and asks you to enter your password to review the message.

Active Service

Your active service is the service that is currently enabled and answering your calls.

Announcements

Announcements are outgoing recorded messages that play to callers. Announcements apply to trunk lines and are managed by the network administrator.

Assisted Transfer

An option that allows the call recipient to accept or deny a call based on the caller’s recorded name.

Caller

A caller is a person who initiates an incoming call.

Call Park/Pickup

A type of hold that allows a user to “park” a caller on hold so that another user on the system can pick up the call on another telephone.

Call Transfer

Have your calls transferred to an operator, to another number, or to a different extension using the Call

Transfer element in your service. Note that your workplace must have Call Transfer from your telephone service provider or PBX to be able to use the Call Transfer element.

Contacts

Contacts are individuals from whom you receive calls, email messages or faxes. They are entered in the

Contacts database in Microsoft Outlook.

Cover Page Editor

The Cover Page Editor is the tool you use to create and design fax cover pages.

619510003-1A Copyright © 2009 ADTRAN, Inc.

193

Appendix A - Glossary Enterprise Communications Server

DTMF

Dual tone multi-frequency tones are also known as touchtone dialing.

Fax-on-demand

Fax-on-demand allows callers to dial in and retrieve a fax document completely unattended. The caller follows instructions to select the desired document and the UC server automatically transmits it. The administrator sets up fax-on-demand services on trunk lines.

Greetings

Users can record three types of standard greetings: an identifier, an internal greeting, and an external greeting. The identifier states the user’s name. The internal greeting is played to internal callers, while external callers making incoming calls hear the external greeting.

Identities

Any dialable string of numbers, such as an extension or email address, that reaches a specific user is an identity. A user profile can have several identities.

Integrated Messaging

If Integrated Messaging is enabled for a user, then a Mailboxes navigation bar is added to the user’s UC client. The user can then manage their voice and fax messages visually through the Inbox and Sent Items folders in the UC client.

Logs

Logs are records of activity within the UC server. The UC server logs all events and provides information on Errors and Warnings, Received Calls, Sent Items, and Events.

One-time Message

A One-time Message is a message that you record for an expected caller. The message is caller-specific such that no others will receive it. When the message has been played, it is automatically erased.

Pager notification

Pager Notification is a feature of the UC server that calls your supported paging system to inform you of new messages in your mailbox.

PBX

The Private Branch Exchange is a system of telephone lines that serves an organization and uses telephone services, rather than supplies them. Users of the PBX share a certain number of outside lines for making external calls.

194 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Appendix A - Glossary

Remote mailbox management

Remote mailbox management allows users to access their mailbox from an external, or remote, telephone.

SIP

Session Initiation Protocol is a signaling protocol that establishes sessions in an IP network for features such as multi-media conferencing or call forwarding deployed over IP networks. This allows service providers to integrate basic IP telephony services with Web and email. SIP server also supports traditional telephony features, such as personal mobility, time-of-day routing, and call forwarding.

Text-to-speech

The text-to-speech engine reads back email messages over the phone when users call in to review their messages.

User

A user is someone who has a UC server profile on the system.

Unified Messaging

Unified Messaging allows users to manage all message types from one central storage location. This means a single inbox for voice, email, and fax messages that is accessible by both telephone and computer.

The UC server provides a unified messaging solution that allows you to receive all your messages in the

Microsoft Outlook Client. Users receive all of their messages at once, in one convenient location.

619510003-1A Copyright © 2009 ADTRAN, Inc.

195

Appendix A - Glossary Enterprise Communications Server

196 Copyright © 2009 ADTRAN, Inc.

619510003-1A

Enterprise Communications Server Appendix B - Installing the NetVanta UC Client Application

Appendix B - Installing the NetVanta UC Client

Application

To install the application

1. Insert the NetVanta UC Client

CD-ROM

into the CD-ROM drive of the user’s computer.

2. On the desktop, select

My Computer

.

3. Double-click the CD-ROM drive icon to start the auto-run utility.

4. Select

Install UC Client

.

5. Double-click

Setup

to open the Welcome menu.

6. Select

Next

. Read the Software License Agreement menu carefully.

7. If you accept the agreement, select

Yes

to open the Choose Destination Location menu. The default destination folder is:

C:\...\UC client.

8. Select

Next

to open the

SetupType

menu. The default setup is

Typical

.

9. Select

Next

to open the

Select Program

folder menu. The default program folder is ADTRAN UC client.

10. Select

Next

. Wait while the program files are copied to your computer. The

Setup Complete

menu appears when the UC client application is installed.

11. Select

Finish

.

619510003-1A Copyright © 2009 ADTRAN, Inc.

197

Was this manual useful for you? yes no
Thank you for your participation!

* Your assessment is very important for improving the work of artificial intelligence, which forms the content of this project

Download PDF

advertisement

Table of contents