Oracle Voicemail &

Oracle® Voicemail & Fax
Administrator’s Guide
10g Release 1 (10.1.2.4.1)
B25458-03
February 2007
Oracle Voicemail & Fax Administrator’s Guide 10g Release 1 (10.1.2.4.1)
B25458-03
Copyright © 2003, 2007, Oracle. All rights reserved.
Primary Author:
Laureen Asato
Contributor: Byung Choung, Bindu Dharmavaram, Irene Hu, Indira Iyer, Duane Jensen, Ken Kwock, Jae
Lee, Adeep Mathur, Phil Sarin, Naveen Sunkavally, David Wood
The Programs (which include both the software and documentation) contain proprietary information; they
are provided under a license agreement containing restrictions on use and disclosure and are also protected
by copyright, patent, and other intellectual and industrial property laws. Reverse engineering, disassembly,
or decompilation of the Programs, except to the extent required to obtain interoperability with other
independently created software or as specified by law, is prohibited.
The information contained in this document is subject to change without notice. If you find any problems in
the documentation, please report them to us in writing. This document is not warranted to be error-free.
Except as may be expressly permitted in your license agreement for these Programs, no part of these
Programs may be reproduced or transmitted in any form or by any means, electronic or mechanical, for any
purpose.
If the Programs are delivered to the United States Government or anyone licensing or using the Programs on
behalf of the United States Government, the following notice is applicable:
U.S. GOVERNMENT RIGHTS Programs, software, databases, and related documentation and technical data
delivered to U.S. Government customers are "commercial computer software" or "commercial technical data"
pursuant to the applicable Federal Acquisition Regulation and agency-specific supplemental regulations. As
such, use, duplication, disclosure, modification, and adaptation of the Programs, including documentation
and technical data, shall be subject to the licensing restrictions set forth in the applicable Oracle license
agreement, and, to the extent applicable, the additional rights set forth in FAR 52.227-19, Commercial
Computer Software--Restricted Rights (June 1987). Oracle USA, Inc., 500 Oracle Parkway, Redwood City, CA
94065.
The Programs are not intended for use in any nuclear, aviation, mass transit, medical, or other inherently
dangerous applications. It shall be the licensee's responsibility to take all appropriate fail-safe, backup,
redundancy and other measures to ensure the safe use of such applications if the Programs are used for such
purposes, and we disclaim liability for any damages caused by such use of the Programs.
Oracle, JD Edwards, PeopleSoft, and Siebel are registered trademarks of Oracle Corporation and/or its
affiliates. Other names may be trademarks of their respective owners.
The Programs may provide links to Web sites and access to content, products, and services from third
parties. Oracle is not responsible for the availability of, or any content provided on, third-party Web sites.
You bear all risks associated with the use of such content. If you choose to purchase any products or services
from a third party, the relationship is directly between you and the third party. Oracle is not responsible for:
(a) the quality of third-party products or services; or (b) fulfilling any of the terms of the agreement with the
third party, including delivery of products or services and warranty obligations related to purchased
products or services. Oracle is not responsible for any loss or damage of any sort that you may incur from
dealing with any third party.
Contents
Preface ................................................................................................................................................................. xi
Audience....................................................................................................................................................... xi
Documentation Accessibility ..................................................................................................................... xi
Related Documents .................................................................................................................................... xii
Conventions ................................................................................................................................................ xii
1
Overview of Oracle Voicemail & Fax
Oracle Voicemail & Fax Features........................................................................................................... 1-1
Voice..................................................................................................................................................... 1-1
Fax ........................................................................................................................................................ 1-1
Access to Voicemail and Fax Through GUI Clients ...................................................................... 1-1
Notification Through Wireless Devices .......................................................................................... 1-2
Centralized System Administration ................................................................................................ 1-2
Self-Service User Preferences Management ................................................................................... 1-2
Oracle Voicemail & Fax Architecture ................................................................................................... 1-2
Application Flow in an Oracle Voicemail & Fax System ............................................................. 1-2
Oracle Collaboration Suite Database ....................................................................................... 1-3
Oracle Directory Server.............................................................................................................. 1-3
Voicemail & Fax Server .............................................................................................................. 1-4
Oracle Mail IMAP Server........................................................................................................... 1-4
Voicemail & Fax Server Architecture .............................................................................................. 1-4
Telephony Server ........................................................................................................................ 1-4
Oracle Container Subsystem ..................................................................................................... 1-5
Oracle Voicemail & Fax Application........................................................................................ 1-5
Oracle Voicemail & Fax Architecture Stack .................................................................................. 1-6
Oracle Voicemail & Fax Deployments ................................................................................................. 1-6
How the Oracle Voicemail & Fax Services Work ............................................................................... 1-7
Routing a Forwarded Call................................................................................................................. 1-7
Routing a Direct Call ......................................................................................................................... 1-8
Transferring Calls to an Attendant.................................................................................................. 1-8
Backup Message Delivery................................................................................................................. 1-9
Delivering Fax Messages................................................................................................................... 1-9
Forwarding Calls to an Interactive Voice Response System........................................................ 1-9
Oracle Voicemail & Fax Monitoring Services ................................................................................ 1-9
PBX-Application Clusters.................................................................................................................... 1-10
iii
2
Getting Started with Oracle Voicemail & Fax
Getting Started with Oracle Enterprise Manager .............................................................................. 2-1
Creating the Enterprise Manager Administrator .......................................................................... 2-1
Verifying That the Oracle Voicemail & Fax Hierarchy Is Visible ............................................... 2-1
Oracle Voicemail & Fax Hierarchy........................................................................................................ 2-6
Navigating the Oracle Voicemail & Fax Hierarchy ...................................................................... 2-9
Before You Configure Oracle Voicemail & Fax .................................................................................. 2-9
Overview of the Configuration Steps ............................................................................................... 2-10
Creating and Configuring a Site ........................................................................................................ 2-10
Configuring the PBX-Application Cluster ....................................................................................... 2-14
Creating an Oracle Voicemail & Fax User ........................................................................................ 2-17
Testing the Oracle Voicemail & Fax System..................................................................................... 2-17
Next Steps ............................................................................................................................................... 2-20
3
Configuring Oracle Voicemail & Fax
Configuring PBX-Application Clusters ............................................................................................... 3-1
SIP Server Addresses ......................................................................................................................... 3-2
Recording Process Parameters ......................................................................................................... 3-2
Phone Numbers Table ....................................................................................................................... 3-2
Phone Numbers Parameters...................................................................................................... 3-4
PBX Dialing Rules .............................................................................................................................. 3-5
Telephone Number Translation Rules Parameter.................................................................. 3-5
Internal and External Dialing Rules Parameters .................................................................... 3-6
Creating Internal Dialing Rules ................................................................................................ 3-7
Creating External Dialing Rules ............................................................................................... 3-7
MWI Phone Number Conversion Rules Parameters ............................................................. 3-8
Interactive Voice Response (IVR) Parameters................................................................................ 3-9
Configuring the Voicemail & Fax Group............................................................................................. 3-9
Configuring the Voicemail & Fax Application ................................................................................ 3-10
Configuring the Voicemail & Fax Services....................................................................................... 3-10
4
Setting Up Groups and Sites
Organizing Users into Groups and Sites .............................................................................................
Creating a Group or Site .........................................................................................................................
Group Parameters.....................................................................................................................................
Name, Parent, and Category ............................................................................................................
Feature Access ....................................................................................................................................
Message ...............................................................................................................................................
General.................................................................................................................................................
Greeting ...............................................................................................................................................
Directory Lookup ...............................................................................................................................
Password Length................................................................................................................................
Interactive Voice Response ...............................................................................................................
Site Parameters..........................................................................................................................................
Telephone Number Translation Rules ............................................................................................
Phone Numbers..................................................................................................................................
iv
4-1
4-3
4-4
4-4
4-4
4-4
4-5
4-5
4-5
4-6
4-6
4-6
4-6
4-7
Searching for a Group or Site ................................................................................................................
Editing Group or Site Parameters .........................................................................................................
Modifying Parameters of Multiple Groups ........................................................................................
Propagating Group or Site Properties ..................................................................................................
Deleting a Group or Site .........................................................................................................................
5
4-7
4-7
4-8
4-9
4-9
Managing Oracle Voicemail & Fax Accounts
Provisioning Users for Voicemail & Fax Access................................................................................. 5-1
Adding Users with Bulk Provisioning ............................................................................................ 5-2
Adding Users with Automatic Provisioning ................................................................................. 5-3
Setting Passwords for Bulk-Provisioned Users ............................................................................. 5-3
Searching for a Voicemail User.............................................................................................................. 5-4
Changing Voicemail Account Preferences .......................................................................................... 5-4
Changing the Voicemail & Fax Quota .................................................................................................. 5-5
Adding a Phone Number ........................................................................................................................ 5-5
Deleting a Phone Number ...................................................................................................................... 5-6
Removing Voicemail and Fax Services for a User.............................................................................. 5-6
Oracle Voicemail & Fax Accounts Manager Tool ............................................................................... 5-6
Phone Number Format...................................................................................................................... 5-7
ovfucr addphonenumber .................................................................................................................. 5-7
ovfucr create........................................................................................................................................ 5-8
ovfucr delete ....................................................................................................................................... 5-9
ovfucr deletephonenumber .............................................................................................................. 5-9
ovfucr displaylanguagelist ............................................................................................................ 5-10
ovfucr generatepassword............................................................................................................... 5-10
ovfucr modifyaccount .................................................................................................................... 5-11
ovfucr modifyphonenumber ......................................................................................................... 5-12
ovfucr movegroup .......................................................................................................................... 5-12
6
Managing Oracle Voicemail & Fax
Managing the Oracle Voicemail & Fax Components ........................................................................
Managing Processes Across the Enterprise .........................................................................................
Managing Processes on a Single Applications Tier...........................................................................
Managing Processes Using opmnctl................................................................................................
Managing Processes Using Application Server Control for Collaboration Suite .....................
7
6-1
6-2
6-3
6-3
6-4
Administering Voicemail & Fax
Administering PBX-Application Clusters ...........................................................................................
Associating a Voicemail & Fax Application with a PBX ..............................................................
Creating a PBX-Application Cluster................................................................................................
Deleting a PBX-Application Cluster................................................................................................
Securing Oracle Voicemail & Fax..........................................................................................................
Securing Oracle Voicemail & Fax Connections .............................................................................
Setting Preferred Credentials ...........................................................................................................
Setting Preferred Credentials for All Users.............................................................................
Setting Preferred Credentials for Selected Users ...................................................................
7-1
7-1
7-2
7-3
7-3
7-3
7-3
7-4
7-4
v
Setting Preferred Credentials for Yourself ..............................................................................
Changing Passwords .........................................................................................................................
Customizing Oracle Voicemail & Fax Menus.....................................................................................
The menus.xml File............................................................................................................................
Loading the menus.xml file ..............................................................................................................
Message Waiting Indicator Feature.......................................................................................................
Deleting Records from the Metrics Table............................................................................................
8
Voicemail & Fax End User Interface
Oracle Voicemail & Fax End-User Documentation............................................................................
Voicemail Message Formats ...................................................................................................................
Telephone User Interface ........................................................................................................................
Language Support ....................................................................................................................................
Oracle Voicemail & Fax Greetings ........................................................................................................
How Voicemail Messages Are Handled in the Interfaces ................................................................
Setting End-User Preferences.................................................................................................................
Sending Voicemail to Distribution Lists .............................................................................................
9
10-1
10-2
10-2
10-3
10-3
10-4
10-4
10-5
10-5
10-5
Interactive Voice Response
About Interactive Voice Response Systems .....................................................................................
How Oracle Voicemail & Fax Initiates an Interactive Voice Response.......................................
Creating an IVR System.......................................................................................................................
Specifying the Hours of the IVR ...................................................................................................
Creating an IVR Deployment ........................................................................................................
vi
9-1
9-2
9-3
9-5
9-5
9-6
9-6
9-7
Performance and Monitoring
Monitoring the Overall Status of the Oracle Voicemail & Fax System ......................................
Monitoring the Major Oracle Voicemail & Fax Features...............................................................
Interpreting the Metrics..................................................................................................................
Getting Detailed Metrics Information..........................................................................................
Monitoring User Satisfaction Metrics ...............................................................................................
How the Metrics Are Calculated ..................................................................................................
Troubleshooting ..............................................................................................................................
Monitoring the Telephony Server......................................................................................................
Monitoring the Number of Active Calls...........................................................................................
Setting Up Notifications ......................................................................................................................
11
8-1
8-2
8-2
8-3
8-3
8-4
8-4
8-5
Oracle Collaboration Suite Databases
Setting the Parameters for an Oracle Collaboration Suite Database .............................................
Setting the Connections to an Oracle Collaboration Suite Database ............................................
Setting the Available Oracle Collaboration Suite Databases ..........................................................
Primary Outboxes.....................................................................................................................................
Setting the Global Primary Outbox .................................................................................................
Setting the Primary Outbox for a Voicemail & Fax Application.................................................
Setting the Application Password.........................................................................................................
Setting the Metrics Password.................................................................................................................
10
7-4
7-4
7-5
7-6
7-8
7-8
7-9
11-1
11-2
11-5
11-5
11-7
About Call Flows.............................................................................................................................
Creating a Call Flow .....................................................................................................................
About Sound File Groups ............................................................................................................
Creating Sound Files .............................................................................................................
Creating a Sound File Group................................................................................................
About Profiles ................................................................................................................................
Creating a Profile ...................................................................................................................
Creating the IVR Deployment.....................................................................................................
Mapping the Phone Number to a Deployment .............................................................................
Sample Deployments .........................................................................................................................
Using the Sample IVR Deployments..........................................................................................
Reusing IVR Components.................................................................................................................
12
11-8
11-16
11-16
11-17
11-18
11-18
11-18
11-19
11-19
11-20
11-21
11-21
Scaling the Oracle Voicemail & Fax System
Adding a Voicemail & Fax Server to a VoIP Site............................................................................. 12-1
Adding a Site to a VoIP Site ................................................................................................................ 12-2
Adding Oracle Collaboration Suite Databases ............................................................................... 12-4
13
Performance Tuning
Improving Message Delivery Time ...................................................................................................
Adding Threads and Processes...........................................................................................................
Adding Threads to a Process.........................................................................................................
Adding and Deleting Instances.....................................................................................................
Tuning the Message Waiting Indicator Service ...............................................................................
A
Troubleshooting
Log Files ...................................................................................................................................................
Viewing the Log Files .......................................................................................................................
Registering Oracle Voicemail & Fax Targets......................................................................................
Errors Starting the TelephonyMonitorService...................................................................................
Calls Not Passed to Routing Service ...................................................................................................
Message Delivery Time Metrics ...........................................................................................................
Registering the PBX-Application Cluster...........................................................................................
Listening to Voicemail Attachments....................................................................................................
Transferring Calls....................................................................................................................................
B
13-1
13-1
13-2
13-2
13-3
A-1
A-2
A-3
A-3
A-4
A-4
A-5
A-5
A-5
Process Parameters
Database Buffers Parameters ................................................................................................................
General Parameters .................................................................................................................................
Miscellaneous Services .....................................................................................................................
Message Delivery Monitor Service.................................................................................................
Message Waiting Indicator Service ................................................................................................
Recording Service..............................................................................................................................
Retrieval Service ................................................................................................................................
Routing Service..................................................................................................................................
B-1
B-1
B-1
B-2
B-2
B-2
B-2
B-3
vii
Internet Directory Parameters...............................................................................................................
Log Parameters.........................................................................................................................................
PBX-Application Cluster Parameters ..................................................................................................
Process Management Parameters .........................................................................................................
Recording Process Parameters ..............................................................................................................
Recovery Process Parameters ................................................................................................................
Telephony Server Parameters................................................................................................................
C
B-4
B-5
B-6
B-7
B-7
B-7
B-8
IVR Worksheet
IVR Worksheet......................................................................................................................................... C-2
D
IVR Call Flow XML
Call Flow XML Tags................................................................................................................................
State Tags...................................................................................................................................................
destinationState .................................................................................................................................
endState ..............................................................................................................................................
previousState .....................................................................................................................................
retreat ..................................................................................................................................................
startState .............................................................................................................................................
state .....................................................................................................................................................
stateMachine ......................................................................................................................................
Declaration Tags ......................................................................................................................................
declarations ........................................................................................................................................
profKey ...............................................................................................................................................
profKeyRef .........................................................................................................................................
profKeys .............................................................................................................................................
sfRole...................................................................................................................................................
sfRoleRef.............................................................................................................................................
sfRoles .................................................................................................................................................
Configuration Tags..................................................................................................................................
allConfig .............................................................................................................................................
extensionTransferConfig..................................................................................................................
getExtAndTransferConfig................................................................................................................
globalConfig.......................................................................................................................................
mailboxTransferConfig ....................................................................................................................
menuConfig .......................................................................................................................................
passToServiceConfig ........................................................................................................................
playInfoConfig...................................................................................................................................
Action Type Tags .....................................................................................................................................
destroyCallDetails.............................................................................................................................
dialRestriction....................................................................................................................................
directoryAccess..................................................................................................................................
extension.............................................................................................................................................
extensionTransferAction ..................................................................................................................
getExtAndTransferAction................................................................................................................
id ..........................................................................................................................................................
ivr.......................................................................................................................................................
viii
D-1
D-2
D-2
D-2
D-2
D-2
D-3
D-3
D-3
D-4
D-4
D-4
D-4
D-4
D-5
D-5
D-5
D-5
D-5
D-6
D-6
D-6
D-7
D-7
D-7
D-7
D-8
D-8
D-8
D-8
D-9
D-9
D-9
D-9
D-10
keyFlush ...........................................................................................................................................
keyInterrupt .....................................................................................................................................
keyPresses ........................................................................................................................................
leadSoundFile ..................................................................................................................................
mailbox .............................................................................................................................................
mailboxTransferAction...................................................................................................................
menuAction......................................................................................................................................
menuItem .........................................................................................................................................
passToServiceAction.......................................................................................................................
playInfoAction.................................................................................................................................
repeatOptions ..................................................................................................................................
soundFile ..........................................................................................................................................
Common Action Tags............................................................................................................................
onCancel ...........................................................................................................................................
onMiscError .....................................................................................................................................
onSuccess..........................................................................................................................................
onTimeout ........................................................................................................................................
timeoutBehavior ..............................................................................................................................
waitForReturn..................................................................................................................................
E
D-10
D-11
D-11
D-11
D-11
D-12
D-12
D-12
D-13
D-13
D-13
D-13
D-14
D-14
D-14
D-14
D-15
D-15
D-15
Interactive Voice Response Manager Commands
IVR Manager ............................................................................................................................................
ivrman callflow Commands ..................................................................................................................
ivrman callflow add..........................................................................................................................
ivrman callflow delete ......................................................................................................................
ivrman callflow dump ......................................................................................................................
ivrman callflow list ...........................................................................................................................
ivrman callflow replace ....................................................................................................................
ivrman sfgroup Commands...................................................................................................................
ivrman sfgroup add ..........................................................................................................................
ivrman sfgroup delete ......................................................................................................................
ivrman sfgroup describe ..................................................................................................................
ivrman sfgroup dump ......................................................................................................................
ivrman sfgroup list............................................................................................................................
ivrman sfgroup update ....................................................................................................................
ivrman profile Commands ....................................................................................................................
ivrman profile add ............................................................................................................................
ivrman profile list..............................................................................................................................
ivrman profile delete ........................................................................................................................
ivrman profile dump ........................................................................................................................
ivrman profile update.......................................................................................................................
ivrman deployment Commands...........................................................................................................
ivrman deployment add...................................................................................................................
ivrman deployment delete...............................................................................................................
ivrman deployment dump...............................................................................................................
ivrman deployment list ....................................................................................................................
ivrman deployment update .............................................................................................................
E-1
E-1
E-1
E-2
E-2
E-2
E-3
E-3
E-3
E-4
E-4
E-5
E-5
E-5
E-6
E-6
E-6
E-7
E-7
E-7
E-8
E-8
E-9
E-9
E-9
E-9
ix
F
Oracle Voicemail & Fax Administration Configuration
Enabling and Disabling Services ......................................................................................................... F-1
Glossary
Index
x
Preface
This Preface contains these topics:
■
Audience
■
Documentation Accessibility
■
Related Documents
■
Conventions
See Also: Note 416319.1 on http://www.metalink.com for
information discovered after this document was published.
Audience
Oracle Voicemail & Fax Administrator’s Guide is intended for system administrators who
plan, configure, manage, and monitor Oracle Collaboration Suite 10g Voicemail & Fax.
Documentation Accessibility
Our goal is to make Oracle products, services, and supporting documentation
accessible, with good usability, to the disabled community. To that end, our
documentation includes features that make information available to users of assistive
technology. This documentation is available in HTML format, and contains markup to
facilitate access by the disabled community. Accessibility standards will continue to
evolve over time, and Oracle is actively engaged with other market-leading
technology vendors to address technical obstacles so that our documentation can be
accessible to all of our customers. For more information, visit the Oracle Accessibility
Program Web site at
http://www.oracle.com/accessibility/
Accessibility of Code Examples in Documentation
Screen readers may not always correctly read the code examples in this document. The
conventions for writing code require that closing braces should appear on an
otherwise empty line; however, some screen readers may not always read a line of text
that consists solely of a bracket or brace.
Accessibility of Links to External Web Sites in Documentation
This documentation may contain links to Web sites of other companies or
organizations that Oracle does not own or control. Oracle neither evaluates nor makes
any representations regarding the accessibility of these Web sites.
xi
TTY Access to Oracle Support Services
Oracle provides dedicated Text Telephone (TTY) access to Oracle Support Services
within the United States of America 24 hours a day, seven days a week. For TTY
support, call 800.446.2398.
Related Documents
For more information, see these Oracle resources:
■
■
Oracle Collaboration Suite Concepts Guide
Oracle Voicemail & Fax and Oracle Web Conferencing Conversion Servers Installation
and Upgrade Guide
■
Oracle Collaboration Suite Deployment Guide
■
Oracle Collaboration Suite Administrator's Guide
■
Oracle Collaboration Suite Security Guide
■
Oracle Process Manager and Notification Server Administrator’s Guide
■
Oracle Enterprise Manager Grid Control Basic Installation and Configuration
■
Oracle Enterprise Manager Advanced Configuration
■
Oracle Internet Directory Administrator's Guide
Conventions
The following text conventions are used in this document:
Convention
Meaning
[]
Anything enclosed in brackets is optional.
{}
Braces are used for grouping items.
|
A vertical bar represents a choice of one of several options.
+
A tag may be repeated multiple times.
...
Ellipsis points mean repetition in syntax descriptions.
In addition, ellipsis points can mean an omission in code examples or
text.
xii
boldface
Boldface type indicates graphical user interface elements associated
with an action, or terms defined in text or the glossary.
italic
Italic type indicates book titles, emphasis, or placeholder variables for
which you supply particular values.
monospace
Monospace type indicates commands within a paragraph, URLs, code
in examples, text that appears on the screen, or text that you enter.
1
Overview of Oracle Voicemail & Fax
This chapter discusses the following topics:
■
Oracle Voicemail & Fax Features on page 1-1
■
Oracle Voicemail & Fax Architecture on page 1-2
■
Oracle Voicemail & Fax Deployments on page 1-6
■
How the Oracle Voicemail & Fax Services Work on page 1-7
■
PBX-Application Clusters on page 1-10
See Also: Note 416319.1 on http://www.metalink.com for
information discovered after this document was published.
Oracle Voicemail & Fax Features
This section describes the major features of Oracle Voicemail & Fax.
Voice
Oracle Voicemail & Fax is a voicemail system that answers phone calls and saves voice
messages in users’ Inboxes. It provides greater flexibility than other phone answering
systems and increased productivity by allowing users to access their voicemail
messages through the interface of their choice: telephone, e-mail client, or Web
browser. Voicemail messages can be accessed through e-mail clients as a WAVE file
attachment. Oracle Voicemail & Fax provides a basic Dual-Tone Multifrequency
(DTMF) interface, providing the capability to change users’ preferences using the
telephone interface. Because Oracle Voicemail & Fax is a single-repository solution,
actions taken on a voicemail message or on a users’ account preferences through the
telephone interface are visible through other channels.
Fax
Oracle Voicemail & Fax provides inbound facsimile capabilities. Faxes sent to a user’s
phone number are delivered to the user’s Inbox as a message attachment. Faxes are
stored as TIFF attachments in MIME-compliant messages that can be printed or
forwarded to any e-mail address using standards-based clients or Web clients.
Access to Voicemail and Fax Through GUI Clients
Oracle Voicemail & Fax provides access to voicemail messages through multiple
channels, including the telephone, standards-based clients (IMAP4 or POP3), and
Overview of Oracle Voicemail & Fax
1-1
Oracle Voicemail & Fax Architecture
through the Web. Because messages are stored in the industry-standard WAVE and
TIFF formats, many readily available media players and graphics readers can be used.
This allows great flexibility in accessing messages from the computer and for
forwarding the messages. Because the user’s e-mail, voicemail, and fax messages are
in a single Inbox, this increases users’ productivity and provides great ease in using
the product.
Notification Through Wireless Devices
Oracle Voicemail & Fax, along with other Oracle Collaboration Suite components,
provides a comprehensive set of notification features. Making use of the server-side
rules in the Oracle Collaboration Suite Database, users can define their own rules for
when and how they are notified. Oracle Voicemail & Fax supports e-mail notification
through SMTP-enabled pagers and cell phones. Oracle Voicemail & Fax enhances the
Oracle Collaboration Suite 10g Mobile Collaboration component of Oracle
Collaboration Suite. This component provides gateways for direct one-way and
two-way communication with a number of devices, including many popular Systems
Management Server (SMS) systems and pager networks.
Centralized System Administration
Oracle Voicemail & Fax administration is integrated into Oracle Enterprise Manager,
allowing for centralized management and systemwide monitoring of the Oracle
environment. Oracle Voicemail & Fax supports multiple domains within the same
system and allows for central or distributed system administration in a hosted
environment.
Self-Service User Preferences Management
Oracle Voicemail & Fax provides Web-based preferences management through the
Oracle Collaboration Suite 10g WebMail client, Oracle Collaboration Suite 10g Web
Access Client, and Oracle Connector for Outlook. Users can make distribution lists
accessible to the telephone user interface (TUI) menu, set their voicemail password, set
the language in which they hear their voicemail prompts, select the active greeting,
and select the dial-out extension. Users also have the option of setting their preferences
through the TUI.
Oracle Voicemail & Fax Architecture
The following topics are covered in the subsequent sections:
■
Application Flow in an Oracle Voicemail & Fax System
■
Voicemail & Fax Server Architecture
■
Oracle Voicemail & Fax Architecture Stack
Application Flow in an Oracle Voicemail & Fax System
A call comes in to the PBX (private branch exchange). If the call is not answered, the
PBX transfers the call to the Voicemail & Fax Server. The Voicemail & Fax Application
retrieves information about the user and the user’s preferences and system
information from Oracle directory server, for example, the language in which to play
the voicemail prompts, and the voicemail user’s recorded greetings. Voicemail
messages are stored and retrieved from the Oracle Collaboration Suite Database. The
Oracle Collaboration Suite 10g Mail IMAP server retrieves voicemail messages from
the database and displays these messages in the user’s Inbox. When the voicemail user
1-2 Oracle Voicemail & Fax Administrator’s Guide
Oracle Voicemail & Fax Architecture
calls in to the voicemail system for her messages, PL/SQL APIs are used to retrieve the
voicemail messages from Oracle Collaboration Suite Database (Figure 1–1).
Figure 1–1 Oracle Voicemail & Fax Application Flow
Oracle Collaboration Suite Database
Oracle Voicemail & Fax uses the Oracle Collaboration Suite Database as the repository
for all voicemail and fax messages, the same message repository used by Oracle Mail.
The database provides common access methods for e-mail, voicemail, and fax
messages in the format that is appropriate. For example, voicemail and fax messages
are stored in VPiM format. All messages are available through standard IMAP4 or
POP3 e-mail clients. A single repository makes the voicemail messages simultaneously
accessible through e-mail or through the telephone interface.
Oracle Voicemail & Fax uses the Oracle Mail PL/SQL application programming
interface (API) to access the database to store and retrieve voicemail messages in the
user’s Inbox.The database is accessed whenever a message is left for a voicemail user
or if a voicemail user accesses the voicemail system to listen to his or her messages.
Although the Oracle Collaboration Suite Databases may be on the same physical
server as the Voicemail & Fax Applications, in most situations, the databases are
installed on a different server. A minimum of one Oracle Collaboration Suite Database
is required for a Voicemail & Fax system.
Oracle Directory Server
Information about the user and the user’s preferences, and system information is
stored in the Oracle directory server. Oracle Voicemail & Fax enhances the user
information and preferences of Oracle Mail and extends this to include attributes
specific to voicemail. The voicemail attributes include site information, the user’s
recorded greetings, access to the voicemail and fax features, and the user’s phone
number. System configuration information stored in Oracle directory server include
attributes such as system parameters, menus, and prompts.
Overview of Oracle Voicemail & Fax
1-3
Oracle Voicemail & Fax Architecture
Voicemail & Fax Server
The Voicemail & Fax Application is installed on top of the Telephony Server. Along
with Oracle Container, they comprise the Voicemail & Fax Server. These components
are described in more detail later in this chapter.
Oracle Mail IMAP Server
IMAP services are part of the Oracle Mail component of the Oracle Collaboration
Suite. These services provide access to voicemail messages and faxes to a user using a
standard IMAP client. The voicemail messages can be played using any media player
that supports WAVE files. The fax messages can be viewed using a graphics viewer
that supports TIFF format.
Voicemail & Fax Server Architecture
The components of the Voicemail & Fax Server (Figure 1–2) are the Voicemail & Fax
Application, the Telephony Server, and the Oracle Container Subsystem. These
components are described in the following sections.
Figure 1–2 Voicemail & Fax Server Architecture
Telephony Server
The Oracle Telephony Server (OCS) is an Oracle implementation of the CT Server
standard proposed by Enterprise Computer Telephony Forum (ECTF). This standard
defines the infrastructure required to build platform-independent computer telephony
applications. The Oracle Telephony Server manages the telephone calls and the
resources. The Oracle Telephony Server runs on an Intel-based server (with the
Windows 2000 or 2003 operating system) and consists of the Telephony Monitor
Service and Intel NetStructure® Host Media Processing (HMP) Software. Host Media
Processing (HMP) Software provides a Voice over Internet Protocol (VoIP) interface
1-4 Oracle Voicemail & Fax Administrator’s Guide
Oracle Voicemail & Fax Architecture
based on the Session Initiation Protocol (SIP) using the server’s existing Ethernet NIC
(Network Interface Card).
The Oracle Telephony Server uses the s.410 (also known as JTAPI Media) specification,
which defines the application-level programming interface, and the s.300 specification.
The Oracle Telephony Server uses the Generic JTAPI (GJTAPI) implementation of the
JTAPI standard.
Oracle Container Subsystem
The Oracle Telephony Server provides encapsulated APIs to all processes. One of these
encapsulations is the ECTF Container System standard. The Container System allows
processes to retrieve and store recordings and to manipulate files. The Container
System uses the Oracle framework to store and retrieve data in the Oracle
Collaboration Suite Database.
The Container System provides direct access to the Oracle Collaboration Suite
Database through Oracle Call Interface (OCI) and PL/SQL. The Container System
allows two types of data storage manipulation: file system & database. These two
types of operations are separated into the File System Container and the Oracle
Container respectively.
Oracle Voicemail & Fax Application
Oracle Voicemail & Fax consists of the following services:
■
■
■
■
■
■
■
■
■
■
Routing Service receives and passes calls to other services.
Retrieval Service authenticates callers and allows voicemail users to retrieve and
respond to voicemail messages and manage their voicemail accounts.
Recording Service plays the greeting, records messages, and delivers messages.
Interactive Voice Response (IVR) Service runs simple call answering programs that
system administrators can define and customize.
Call Transfer Service transfers calls to the phone number configured as the
operator or attendant number.
Message Delivery Monitor Service tracks and reports the time it takes to deliver
messages.
Message Recovery Service recovers and redelivers messages that are not
successfully delivered the first time.
Telephony Monitor Service runs, tracks and reports on the status of the Telephony
Server.
Fax Receiving Service receives and delivers fax messages.
MWI (Message Waiting Indicator) Service activates and deactivates users’ message
waiting indicators.
Some services are optional such as the IVR Service, Fax Receiving Service and Message
Delivery Monitor Service. The services, collectively, are referred to as the Voicemail &
Fax Application. There is one Voicemail & Fax Application for each Telephony Server,
and multiple Telephony Servers can be included in a single Oracle Voicemail & Fax
system.
The PBX routes calls to the Oracle Telephony Server. Calls are received by the Oracle
Telephony Server and are routed to Oracle Voicemail & Fax.
Overview of Oracle Voicemail & Fax
1-5
Oracle Voicemail & Fax Deployments
Oracle Voicemail & Fax Architecture Stack
The Oracle Telephony Server encapsulates access to Host Media Processing (HMP)
Software through Intel Global Call APIs. The Oracle Telephony Server abstracts out
access to file systems including reading, writing, and deleting files on local file
systems.
Figure 1–3 Oracle Voicemail & Fax Architecture Stack
Oracle Voicemail & Fax Deployments
There are two basic types of VoIP Voicemail & Fax deployments: single-site and
multisite deployments. In a single-site VoIP deployment (Figure 1–4), there is a direct
connection between the PBX and the Voicemail & Fax Server. One or more Voicemail &
Fax Servers at one site connect to an Oracle Collaboration Suite Database and to Oracle
Internet Directory. The Infrastructure Tier may be in the same location as the PBX and
server or, as in this example, may be in a different location.
Figure 1–4 Single-site, VoIP Gateway Deployment
In a multisite VoIP deployment, there are one or more Voicemail & Fax Servers for
each PBX, each serving a different location (Figure 1–5). For example, there may be one
Voicemail & Fax Server for each of the following cities: San Francisco, New York, and
London. All Voicemail & Fax Servers connect to a single, centralized Infrastructure Tier
located in Denver.
1-6 Oracle Voicemail & Fax Administrator’s Guide
How the Oracle Voicemail & Fax Services Work
Figure 1–5 Multisite VoIP Deployment
Note: See Chapter 12, "Deploying Oracle Voicemail & Fax," in Oracle
Collaboration Suite Deployment Guide for more information about
deployment options. See Chapter 14, "VoIP Gateway Deployments"
for more information about Voice over IP deployments.
How the Oracle Voicemail & Fax Services Work
There are two basic types of calls received by a voicemail system: forwarded calls and
direct calls. A forwarded call is a phone call that is not answered by the intended
recipient (also known as the called party), and therefore, the call is transferred to the
voicemail system. A direct call is a call made by a voicemail user to the voicemail
system, typically to retrieve messages or to manage his or her voicemail preferences.
The sections that follow describe how calls are handled by the Voicemail & Fax
Application. The Oracle Telephony Server performs as a resource manager and
interacts with each of the application’s services to route calls between the services. The
Telephony Monitor Service also acts as the Oracle Telephony Server. It manages
incoming calls, call resources, and passes calls between Oracle Voicemail & Fax
services.
Routing a Forwarded Call
A call comes in and the called party does not pick up the call. The PBX passes the call
to the Telephony Server, and the call is picked up by the Routing Service. The Routing
Service retrieves call-detail information from the PBX, including the caller’s phone
number, the destination phone number, and how the call arrived at the voicemail
system (direct or forwarded). For a forwarded call, the Routing Service queries the
PBX-Application Cluster which handles the phone number and checks the
PBX-Application Cluster’s call routing map. If the call’s destination number is listed in
the call routing map, the call is passed to the IVR (Interactive Voice Response) Service.
All other forwarded calls are passed to the Recording Service, which retrieves the
Overview of Oracle Voicemail & Fax
1-7
How the Oracle Voicemail & Fax Services Work
called party’s information from the Oracle directory server and verifies that the called
party is enabled for voicemail. Then, the Recording Service looks for a greeting, in the
following order, until it finds one and it plays the greeting:
1.
Called party’s recorded greeting
2.
Generic greeting with the called party’s recorded name
3.
Generic greeting with the called party’s phone number
After the message is recorded, the Recording Service delivers the message to the
voicemail user’s Inbox on the Oracle Collaboration Suite Database.
If a fax tone is detected at any time during the interaction, the call is passed to the Fax
Receiving Service, which receives the fax message and delivers the message to the
voicemail user’s Inbox. If the user chooses to transfer the call to an attendant, the call
is passed to the Call Transfer Service, which performs this task.
Routing a Direct Call
A voicemail user calls into the voicemail system and the PBX passes the call to the
Telephony Server where the Routing Service picks up the call. The Routing Service
retrieves call-detail information from the PBX, including the caller’s phone number,
the destination phone number, and how the call arrived at the voicemail system (direct
or forwarded). If it is a direct call, the Routing Service passes the call to the Retrieval
Service, which formulates the mailbox number by using the caller ID or by prompting
the voicemail user to enter a mailbox number. The Retrieval Service verifies that the
user is a valid voicemail user against the data stored in Oracle directory server. Once
the user has been verified, the user is prompted for a password, and the voicemail
system authenticates the password against Oracle directory server. After the user has
been successfully authenticated, the Retrieval Service interacts with the Oracle
Collaboration Suite Database to retrieve voicemail messages and other account
information.
After being authenticated by the voicemail system, the voicemail user is given the
following options:
■
Listen to new or saved messages
■
Send a message to another voicemail user
■
Reply to the sender of a voicemail message
■
■
Forward the voicemail message to one or more recipients, with the option of
including a message
Perform administrative tasks such as changing passwords and recording or
changing greetings
When the voicemail user listens to a message, the Retrieval Service plays the message.
If the user chooses an option that involves creating a message, the Retrieval Service
passes the call to the Recording Service. After the message is recorded and delivered to
the user’s Inbox by the Recording Service, the call is returned back to the Retrieval
Service, and the user is given the choice to select another menu option.
Transferring Calls to an Attendant
During a call, if the caller chooses the menu option to transfer the call to an attendant,
the call is passed to the Call Transfer Service, which looks up the attendant’s number
in Oracle directory server. It starts with the user profile, and if none is configured at
the user level, it searches through the user’s parent hierarchy. The call is transferred to
1-8 Oracle Voicemail & Fax Administrator’s Guide
How the Oracle Voicemail & Fax Services Work
the attendant through the PBX. (The Call Transfer Service returns the call to the PBX,
which dials the attendant’s phone number.)
Who the user is varies depending on which service passes the call to the Call Transfer
Service. If the Retrieval Service passes the call, (that is, for a direct call), then the user is
the authenticated voicemail user who is logged in to his mailbox. If the Recording
Service hands off the call, (that is, for a forwarded call), then the user is the voicemail
user for whom the caller recorded a message or for whom the caller intended to record
a message.
Backup Message Delivery
There are times when the Recording Service and Fax Receiving Service attempt to
deliver a recorded message to the Oracle Collaboration Suite Database and encounter
errors. These messages end up in the file system queue of the Message Recovery
Service, which makes periodic attempts to redeliver the message. Once the Message
Recovery Service successfully delivers a message to the database, the message is
deleted from its queue.
The Message Recovery Service maintains connections to all Oracle Collaboration Suite
Databases configured for the host on which the Voicemail & Fax Application is
installed. Each time the service picks up a message from the file system queue, it
attempts to send the message in its queue through its connections to each Oracle
Collaboration Suite Database until it is successful. If it encounters an error sending the
message through every Oracle Collaboration Suite Database, it requeues the message
on the file system and picks it up the next time it tries to deliver queued messages.
Delivering Fax Messages
When a forwarded call is passed to the Recording Service and the service detects a fax
tone, it passes the call to the Fax Receiving Service, which looks up the called party’s
information in the Oracle Internet Directory. If the Fax Receiving Service determines
that the called party is a valid user with the fax access feature enabled, it receives the
fax and sends it to the called party’s Inbox in the Oracle Collaboration Suite Database.
Forwarding Calls to an Interactive Voice Response System
Oracle Voicemail & Fax provides administrators with the ability to create and
customize simple call answering programs. These call answering programs are
sometimes referred to as auto attendants or Interactive Voice Response (IVR) systems.
Oracle Voicemail & Fax IVR systems play messages, transfer calls, search the user
directory, offer simple DTMF (Dual-Tone Multifrequency) menus, and integrate with
the Recording Service and Retrieval Service. The IVR Service supports multiple
administrator-defined IVR deployments, each of which may specify an action for
business hours, nonbusiness hours, holidays, and special times that fit none of these
categories. When a forwarded call is passed to the Routing Service, it consults the
PBX-Application Cluster’s call routing map, which contains a mapping of telephone
numbers to IVR deployments. If the call routing map contains a mapping for the
originally dialed telephone number, the Routing Service sends the call to the IVR
Service. The IVR Service then executes the applicable action for the appropriate IVR
deployment.
Oracle Voicemail & Fax Monitoring Services
There are two monitoring services, the Telephony Monitor Service and the Message
Delivery Monitor Service. The Telephony Monitor Service monitors the Telephony
Overview of Oracle Voicemail & Fax
1-9
PBX-Application Clusters
Server and reports the status and some key metrics of the Telephony Server to Oracle
Enterprise Manager. It periodically checks the status of the server and the number of
active calls being handled by the server.
The Message Delivery Monitor Service measures the time it takes for a message to be
delivered to the Oracle Collaboration Suite Database. The service sends test messages
to a test account on each Oracle Collaboration Suite Database, and reports the time it
takes for the test message to arrive in the Inbox of the target Oracle Collaboration Suite
Database.
PBX-Application Clusters
A PBX-Application Cluster defines the relationship between a Voicemail & Fax
Application and a PBX. The Voicemail & Fax Application needs to have certain
information about the PBX in order to work with the PBX. For example, Oracle
Voicemail & Fax converts all phone numbers into international format. So it needs to
know in what form the PBX passes phone numbers to the application, so it can convert
the phone numbers to international format. When the application sends a phone
number to the PBX, it needs to convert this number from international format into a
form that the PBX can dial, so it needs to know how to do this conversion. The way the
PBX dials an internal phone number differs from dialing an external number, and the
application needs to know which phone numbers belong to the PBX and which are
external phone numbers, and what rules to apply. These and other specifications that
are required for a PBX and Voicemail & Fax Application to work together are
contained in the concept of a PBX-Application Cluster (Figure 1–6).
Figure 1–6 PBX-Application Cluster
This configuration applies to any Voicemail & Fax Application that is associated with
the PBX-Application Cluster. By creating this definition for a PBX, you can associate it
with any Voicemail & Fax Application. System administrators can add another
Voicemail & Fax Application without having to configure the PBX to work with it by
using the existing PBX-Application Cluster configuration (Figure 1–7).
1-10 Oracle Voicemail & Fax Administrator’s Guide
PBX-Application Clusters
Figure 1–7 Adding Another Voicemail & Fax Application to a PBX-Application Cluster
System administrators can exchange one Voicemail & Fax Application for another,
again, without any additional configuration (Figure 1–8).
Figure 1–8 Exchanging One Voicemail & Fax Application for Another
Overview of Oracle Voicemail & Fax 1-11
PBX-Application Clusters
1-12 Oracle Voicemail & Fax Administrator’s Guide
2
Getting Started with Oracle Voicemail & Fax
Before you can start using Oracle Voicemail & Fax, you must use Enterprise Manager
Grid Control to set up your sites and groups and configure the PBX-Application
Cluster.
This chapter discusses the following topics:
■
Getting Started with Oracle Enterprise Manager on page 2-1
■
Oracle Voicemail & Fax Hierarchy on page 2-6
■
Before You Configure Oracle Voicemail & Fax on page 2-9
■
Overview of the Configuration Steps on page 2-10
■
Creating and Configuring a Site on page 2-10
■
Configuring the PBX-Application Cluster on page 2-14
■
Creating an Oracle Voicemail & Fax User on page 2-17
■
Testing the Oracle Voicemail & Fax System on page 2-17
■
Next Steps on page 2-20
See Also: Note 416319.1 on http://www.metalink.com for
information discovered after this document was published.
Getting Started with Oracle Enterprise Manager
You must verify that you have the privileges required to use Enterprise Manager in
order to verify that the Oracle Voicemail & Fax targets are visible and to navigate
through the hierarchy of targets.
Creating the Enterprise Manager Administrator
When you installed Enterprise Manager, a default super administrator, SYSMAN, was
automatically created with the password you specified. You may use this user name
and password, or any other user name with administrator privileges, to log in to
Enterprise Manager Grid Control.
See Oracle Enterprise Manager Grid Control Installation and Basic Configuration for more
information.
Verifying That the Oracle Voicemail & Fax Hierarchy Is Visible
To verify that you can see the Oracle Voicemail & Fax hierarchy:
Getting Started with Oracle Voicemail & Fax
2-1
Getting Started with Oracle Enterprise Manager
1.
Open a Web browser and log in to Enterprise Manager Grid Control.
2.
From the home page, select Voicemail & Fax in the Search field and click Go.
There are two targets with very similar names: Voicemail & Fax
and Voicemail & Fax Application. Select Voicemail & Fax, which refers to
the Oracle Voicemail & Fax group. (Voicemail & Fax Application refers
to the applications installed on your Applications Tier.)
Note:
A list of all Voicemail & Fax group targets is displayed. In most environments,
there will be only one Voicemail & Fax group target.
If the Oracle Voicemail & Fax group target does not appear in the list, you may
have to manually create the group target. Refer to "Registering Oracle Voicemail &
Fax Targets" on page A-3 for more information.
2-2 Oracle Voicemail & Fax Administrator’s Guide
Getting Started with Oracle Enterprise Manager
3.
Click the desired target.
4.
If you have not specified preferred credentials for the Voicemail & Fax group
target, you are prompted to log in. Enter the user name and password for the
Oracle directory server and click Login. You can use the superuser orcladmin user
name and password.
The home page for the Voicemail & Fax group is displayed.
Getting Started with Oracle Voicemail & Fax
2-3
Getting Started with Oracle Enterprise Manager
5.
From the home page, scroll down to the Components table.
6.
Click Expand All.
The Components table expands to reveal all the targets in its hierarchy.
2-4 Oracle Voicemail & Fax Administrator’s Guide
Getting Started with Oracle Enterprise Manager
You should see the following targets for the Voicemail & Fax component:
■
Voicemail & Fax group
■
One or more PBX-Application Clusters
■
For each PBX-Application Cluster, one or more Voicemail & Fax Applications
■
For each Voicemail & Fax Application, you should see the following services:
–
Call Transfer Service
–
Fax Receiving Service
–
IVR Service
–
Message Delivery Monitor Service
–
Message Recovery Service
–
Message Waiting Indicator Service
Getting Started with Oracle Voicemail & Fax
2-5
Oracle Voicemail & Fax Hierarchy
–
Recording Service
–
Retrieval Service
–
Routing Service
–
Telephony Monitor Service
If you cannot see one or more of the services, use opmnctl to verify that the
service is defined and is up. If the service is not defined, then there was a problem
with the installation. Check the installation log files for any errors.
You may see an SMDI Monitor Service listed. This service is no
longer relevant in Oracle Voicemail & Fax 10.1.2.4.1. You can safely
ignore it.
Note:
See Oracle Voicemail & Fax and Oracle Web Conferencing Conversion Servers
Installation and Upgrade Guidefor more information.
Oracle Voicemail & Fax Hierarchy
Enterprise Manager Grid Control is the system management tool you will use to
administer your Oracle Voicemail & Fax system. The components of Oracle Voicemail
& Fax are organized in a hierarchy (Figure 2–1). At each level of the hierarchy, you can
get status and performance information for that level. In addition, you can set
properties for each level in the hierarchy (with the exception of the service instances).
Components inherit properties from their parent components and pass properties on
to child components. At each level, a subset of the inherited properties is exposed. The
values for these exposed properties can be overridden, and local values can be set.
From any point in the hierarchy, you can drill down to all levels below it, or navigate
back up the hierarchy.
2-6 Oracle Voicemail & Fax Administrator’s Guide
Oracle Voicemail & Fax Hierarchy
Figure 2–1 Oracle Voicemail & Fax Hierarchy
Voicemail & Fax Group — This is the highest level of the hierarchy. From this level,
you have an overview of the Oracle Voicemail & Fax installation. You can get
performance and status information on the component level below it, that is, the
PBX-Application Cluster level. You can perform component-level tasks such as
managing users, creating groups and sites, and set component-level and systemwide
defaults. The properties set at this level are passed down to each level below it, that is,
to the Voicemail & Fax Application level and to the services. From this level, you can
drill down to a particular PBX-Application Cluster or to any components of a
particular cluster.
PBX-Application Cluster — This is the second highest level of the hierarchy. From this
level, you can define a relationship between one or more PBXes and one or more
Voicemail & Fax Applications. The Voicemail & Fax Applications that support the PBX
are called an application cluster. From the PBX-Application Cluster level, you can get a
high-level overview of the Voicemail & Fax Applications associated with the
PBX-Application Cluster. You set parameters in the PBX-Application Cluster for the
specific Voicemail & Fax Applications that are servicing a specific PBX. From this level,
you can drill down to a particular Voicemail & Fax Application or to one of the
services associated with the application.
In many situations, you might deploy multiple Voicemail & Fax Applications to
support a specific PBX. This ensures that if a specific Voicemail & Fax Server is
unavailable, there is another that can take its place. There is also a physical limit to the
number of simultaneous phone calls that a Voicemail & Fax Application on one server
can manage. If a PBX routes more calls at one time than can be handled by one
Voicemail & Fax Server, the PBX will need to be deployed with multiple Voicemail &
Fax Servers.
Getting Started with Oracle Voicemail & Fax
2-7
Oracle Voicemail & Fax Hierarchy
There is one PBX-Application Cluster defined for each PBX. At a minimum, there is at
least one Voicemail & Fax Application associated with the PBX-Application Cluster. In
the multisite VoIP deployment example in Figure 2–2, there are three PBX-Application
Clusters, HQ_Nortel, New_York_Avaya, and London_Avaya. The HQ_Nortel
PBX-Application Cluster has two Voicemail & Fax Applications associated with it, and
the New_York_Avaya and London_Avaya PBX-Application Clusters each have one
Voicemail & Fax Application associated with it. All four Voicemail & Fax Applications
are installed against the same Oracle Internet Directory and are part of the same Oracle
Voicemail & Fax installation.
Figure 2–2 PBX-Application Clusters — Multisite VoIP Deployment
Voicemail & Fax Applications — This is the third level in the hierarchy. A Voicemail &
Fax Application is a set of services running on a voicemail host. At this level, you can
get an overview of the Voicemail & Fax Application and the Telephony Server, and set
properties for the Voicemail & Fax Application. The parameter values are inherited
from the values set at the Voicemail & Fax component level. For the parameters that
are inherited and exposed at this level, the values can be overridden for this
application. From this level, you can drill down to any of the services associated with
this Voicemail & Fax Application.
Voicemail & Fax Services — Within the final level of the hierarchy, there are 11
services that comprise the Voicemail & Fax Application. These services are: Routing,
Retrieval, Recording, Call Transfer, Message Delivery Monitor, Message Recovery,
Telephony Monitor, MWI (Message Waiting Indicator), IVR (Interactive Voice
Response), and Fax Receiving. You can view the status of each service and set
parameter values for the services. The parameter values are inherited from the
Voicemail & Fax Application. For the parameters that are inherited and exposed at this
level, the values can be overridden at the service level.
2-8 Oracle Voicemail & Fax Administrator’s Guide
Before You Configure Oracle Voicemail & Fax
Oracle Voicemail & Fax is managed using Oracle Enterprise Manager. Oracle
Enterprise Manager allows you to create and manage multiple Voicemail & Fax
groups. Each instance of the Oracle Voicemail & Fax configuration is managed in a
separate Oracle Internet Directory. In a typical production deployment, you would
have only one Oracle Voicemail & Fax group being managed by your Enterprise
Manager. One reason to have multiple Oracle Voicemail & Fax groups is to have a
separate deployment for testing the Voicemail & Fax system.
Navigating the Oracle Voicemail & Fax Hierarchy
Follow this procedure to navigate through the different levels of the Oracle Voicemail
& Fax hierarchy.
To navigate the Oracle Voicemail & Fax hierarchy:
1.
Log in to Enterprise Manager Grid Control.
2.
Navigate to the Oracle Voicemail & Fax group home page.
3.
From the Oracle Voicemail & Fax group home page, scroll down to the
Components table.
The Components table displays the targets in the Oracle Voicemail & Fax
hierarchy. The first target in the table is the Oracle Voicemail & Fax group. This
target has the name that was assigned during the Oracle Voicemail & Fax
configuration.
The next level in the hierarchy is the PBX-Application Cluster. The name of the
PBX-Application Cluster is the name that was assigned to it during the Oracle
Voicemail & Fax configuration.
4.
Click the Show icon next to the PBX-Application Cluster to reveal the next level in
the hierarchy.
You can continue to click the Show icon at each level to reveal the level below it.
Alternatively, you can click the Expand All link to expose all the targets in the
hierarchy.
5.
Click the link for the PBX-Application Cluster in the Components table.
This takes you to the home page for the PBX-Application Cluster target. You can
click any target in the Components table to navigate to the home page for that
target.
6.
From the Components table, navigate between targets.
7.
Navigate between the home page, performance page, and administration page by
clicking the tabs at the top of the page.
Before You Configure Oracle Voicemail & Fax
Before you start configuring your Oracle Voicemail & Fax system, be sure you have
completed the following tasks:
■
■
Follow the instructions in Oracle Voicemail & Fax and Oracle Web Conferencing
Conversion Servers Installation and Upgrade Guide and install Oracle Voicemail &
Fax.
Follow the instructions in "Verifying the Voicemail & Fax Installation" in Oracle
Collaboration Suite Administrator's Guide and verify that the installation was
successful.
Getting Started with Oracle Voicemail & Fax
2-9
Overview of the Configuration Steps
■
■
■
Connect the phone lines from the PBX to the Voicemail & Fax Server.
Create a hunt group and set up the PBX to communicate with the Voicemail & Fax
Server.
Set up a test user’s phone to roll over to the hunt group after the call is not
answered.
Once you have verified that these steps have been successfully completed, you are
ready to continue with the postinstallation steps.
Overview of the Configuration Steps
The following is an overview of the steps for configuring the Oracle Voicemail & Fax
system and then testing the system.
1.
Create and configure a site.
2.
Configure the PBX-Application Cluster for your site.
3.
Add a test user.
4.
Test the Oracle Voicemail & Fax system.
In the procedures that follow, we use as an example a PBX that has the following
characteristics:
■
■
■
■
■
■
The PBX serves one physical site, the headquarters office for the ACME Company.
The PBX supports phone numbers that match the patterns 1650203???? and
1650307????.
The PBX uses 5-digit extensions to dial internal phone numbers and for its
message waiting indicator.
The PBX passes 10-digit extensions to Oracle Voicemail & Fax.
Users can enter 5-digit extensions to identify their Oracle Voicemail & Fax
accounts.
The hunt group number is 1 650 203-0000.
In the procedures that follow, we will refer to the values
specified for this example PBX. You will have to replace these example
values with the correct values for your PBX and for your site.
Note:
Creating and Configuring a Site
The first step is to create a group for your company’s location. This group is called a
site. We are assuming that the ACME Company is installing Oracle Voicemail & Fax at
its headquarters.
To create and configure a site:
1.
From the Enterprise Manager Grid Control console, navigate to the Voicemail &
Fax home page and click the Administration tab.
2.
Click the Go To Task icon of the Manage Groups and Sites task.
2-10 Oracle Voicemail & Fax Administrator’s Guide
Creating and Configuring a Site
When you install Oracle Voicemail & Fax, the root, orclguest, and com groups are
automatically created by default. The orclguest and com groups are children of the
root group. First, you will change the default domain name of the root group.
3.
In the Manage Groups and Sites page, click the root group.
4.
On the Edit Group or Site page, change the Default Domain Name from
oracle.com to the domain name for your company. In this example, we will use the
domain name acme.com.
5.
Click OK.
In this example, you will be creating the hq.acme.com group. To create this group,
you have to create each level in the hierarchy. The com group is already created. So
you will create the acme.com group first, then you will create the hq.acme.com
group.
6.
Click Create.
7.
In the Name field, enter acme.
8.
Select Group from the Category list.
9.
Select com from the Parent list.
Getting Started with Oracle Voicemail & Fax 2-11
Creating and Configuring a Site
The values you see for the parameters are inherited from the group specified in the
Parent list, in this instance, the com group.
10. Click OK.
11. Click Create again.
12. In the Name field, enter hq.
13. This time, select Site from the Category list because we want hq.acme.com to be a
site.
14. Select acme.com from the Parent list.
The steps that follow focus on those parameters that are required to create a site.
For all other parameters, the default values will be used.
15. Scroll down to the Site section, and enter the Mailbox Extension Length. In this
example, enter 5.
When your users log in to the voicemail system, they are prompted to enter their
mailbox number. The mailbox number is their phone number. Rather than
entering 11-digits (the number of digits in a United States phone number in
international format), you can allow them to enter their extension. Typically, this is
4 or 5 digits depending on what phone numbers your PBX supports. If your PBX
supports phone numbers that match one pattern such as 650 203-????, you can use
a 4-digit extension to get a unique number. If your PBX also supports phone
numbers that match the pattern 650 307-????, then you have to use a 5-digit
extension to ensure a unique extension. In this example, the PBX supports both
650 203-???? and 650 307-????.
Figure 2–3 Mailbox Extension Length Parameter
16. Enter the Length of Local Phone Number. In this example, enter 7.
2-12 Oracle Voicemail & Fax Administrator’s Guide
Creating and Configuring a Site
When a caller is forwarded to a user’s voicemail system and the user has not
created a personalized greeting, the voicemail system uses the phone number to
identify the mailbox (for example, "You have reached 3072492"). You can specify
the length of the phone number to use to identify the mailbox. In this example,
you want to use the 7-digit local phone number, so specify 7.
Figure 2–4 Length of Local Phone Number Parameter
17. Enter the Telephone Number Translation Rules as shown in the information that
follows.
In Step 15, you specified an extension that users could enter for their mailbox
number. So when a user logs in to his or her voicemail account and is prompted to
enter the mailbox number, the user enters, for example, 37869 instead of
16502037869. However, Oracle Voicemail & Fax needs the telephone number in
international format in order to know what account the user is logging in to.
Therefore, the Telephone Number Translation Rules specifies how to take a
mailbox extension such as 37869 and convert it to an international phone number
such as 16502037869.
You must create rules to cover all the phone numbers owned by this PBX. In this
example, the two phone number patterns that users will be entering are 3???? and
7????. Figure 2–5 shows how the Telephone Number Translation Rules table
should be filled in.
Figure 2–5 Telephone Number Translation Rules
18. Select the time zone for your site from the Timezone list. In this example, select US
Pacific Time.
19. Skip the Phone Numbers table. This will be covered when you configure the
PBX-Application Cluster.
20. Accept the defaults for the Interactive Voice Response (IVR) parameters.
21. Click OK.
22. Set the Attendant Extension for the root group. Select the root group and click Edit
or simply click root to go to the Edit Group or Site page. Enter the 5-digit
extension for the attendant and click OK.
During a call, a caller has the option to press 0 to reach an attendant. Typically, the
attendant is the company operator. The Attendant Extension is the number to
which calls are transferred when the caller presses 0. There is no default setting for
the Attendant Extension, so you must provide this number. The format for this
number is the format that users enter to specify their mailbox numbers. Oracle
Getting Started with Oracle Voicemail & Fax 2-13
Configuring the PBX-Application Cluster
recommends that you set this for the root group. Any group created under root
inherits this setting. This setting can always be overridden at the group or user
level.
See "Group Parameters" on page 4-4 for more information on setting the site
parameters.
Configuring the PBX-Application Cluster
During the Oracle Voicemail & Fax installation, you created a PBX-Application Cluster
to associate with the Voicemail & Fax Application. Now you will specify how the
Voicemail & Fax Application will integrate with the PBX.
To configure the PBX-Application Cluster:
1.
From the Enterprise Manager Grid Control console, scroll down to the
Components table and select the PBX-Application Cluster that you created during
installation.
2.
On the home page for the PBX-Application Cluster, click the Administration tab.
3.
In the PBX Integration section, select the Integration Type. For this example, select
Telephony Server.
4.
Leave the default setting for Message Truncation Time unchanged.
5.
Complete the Phone Numbers table for your PBX and site.
The Phone Numbers table is a mapping of a PBX and its phone numbers to a
specific site. For this example, do the following:
■
■
■
Select hq.acme.com from the Site list. hq.acme.com is the site you created
earlier in "Creating and Configuring a Site" on page 2-10.
Enter the phone number pattern in the International Phone Number Pattern
column.
Enter as many entries as you need to cover all the phone numbers that are
assigned to your site.
Your entries should look like Figure 2–6.
Figure 2–6 Phone Numbers
This table is a different view of the Phone Numbers table on
the Create Group or Site page. Alternatively, you could fill in this
information on the Create Group or Site page, if you wish.
Note:
6.
In the Internal Dialing Rules section, enter the dialing rules for the phone numbers
owned by the PBX.
2-14 Oracle Voicemail & Fax Administrator’s Guide
Configuring the PBX-Application Cluster
The internal dialing rules are used to convert phone numbers that are in Oracle
Voicemail & Fax format (that is, in international format) into a form that the PBX
recognizes. In this example, the PBX uses 5-digit extensions to dial internal phone
numbers.
For this example, the Internal Dialing Rules table should look like Figure 2–7.
When a phone number is passed to the application, the
application checks the phone number against the phone number
patterns. If the phone number does not match any of the specified
patterns, the DEFAULT pattern is used. By default, the rule for the
DEFAULT pattern is to pass the phone number, as is, with no changes.
Another use of the DEFAULT pattern is if all phone numbers can be
handled with one rule. If this is the case, you can use the DEFAULT
pattern to define this rule.
Note:
Figure 2–7 Internal Dialing Rules
Therefore, if the phone number is 16503072492, the first 6 digits are removed,
leaving 72492. No numbers are prefixed to this number. The number that gets
passed to the PBX is 72492, which is the 5-digit format it uses to dial internal
phone numbers.
7.
In the External Dialing Rules table, enter the dialing rules for phone numbers that
are not owned by this PBX.
The external dialing rules are used to convert phone numbers that are in Oracle
Voicemail & Fax format (that is, in international format) into a form that the PBX
recognizes. For this example, the entries should look like Figure 2–8.
The first rule is used to dial phone numbers with the local area code 650 that do
not belong to this PBX. To dial phone numbers with area code 650, the PBX
prefixes a 9 to the local number. For example, to call 16504518422, the PBX would
dial 94518422. To get from 16504518422 to 94518422, the first 4 digits are removed
and a 9 is prefixed to the result.
The second rule covers all United States phone numbers that are outside of the
local 650 area code. Note that you could also use 1, followed by 10 question marks
(1??????????) to specify this pattern. In this instance, you remove no digits and
prefix a 9 to the number. Therefore, 14158439245 would be dialed as 914158439245.
The last rule covers international phone numbers. In this instance, no digits are
removed, and 9011 is appended to the beginning of the number. Because
international numbers can be of varying lengths, use the asterisk (*) rather than a
series of question marks.
If a phone number should match more than one pattern, the most restrictive
pattern is used. For example, the phone number 16504518422 matches all three of
Getting Started with Oracle Voicemail & Fax 2-15
Configuring the PBX-Application Cluster
the specified patterns, *, 1*, and 1650???????. However, it matches more characters
in the last pattern, so the 1650??????? rule is applied to the number.
Figure 2–8 External Dialing Rules
8.
In the Telephone Number Translation Rules table (Figure 2–9), enter the rules for
converting phone numbers that the PBX passes to Oracle Voicemail & Fax into
international phone number format.
This PBX passes 10-digit phone numbers to Oracle Voicemail & Fax. These 10-digit
numbers must be converted into a valid Oracle Voicemail & Fax account number.
That is, they must be converted into international phone number format. You must
specify rules to cover all phone numbers owned by this PBX.
Figure 2–9 Telephone Number Translation Rules
9.
In the MWI Phone Number Conversion table (Figure 2–10), enter the rules for
converting Oracle Voicemail & Fax account numbers into a format that the PBX
can dial.
For this particular PBX, these rules are identical to the Internal Dialing Rules.
Figure 2–10 MWI Phone Number Conversion
2-16 Oracle Voicemail & Fax Administrator’s Guide
Testing the Oracle Voicemail & Fax System
10. In the Interactive Voice Response table (Figure 2–11), enter a phone number in the
International Phone Number column. This phone number should always forward
a call to the hunt group phone number.
Figure 2–11 Interactive Voice Response
11. Click Apply.
See "Configuring PBX-Application Clusters" on page 3-1 for more information on the
PBX-Application Cluster parameters.
Creating an Oracle Voicemail & Fax User
Oracle Collaboration Suite users are provisioned for voice access through Oracle
Internet Directory Self-Service Console.
To create a test user:
1.
Log in to Oracle Internet Directory Self-Service Console.
You need to be logged in as an administrator with privileges to provision users.
For example, you can use the orcladmin user name, which has superuser
privileges.
2.
Create a user named John Doe.
3.
Specify voice access for the user and assign the phone number 16502037882 to the
user.
See Chapter 4, "Managing Oracle Collaboration Suite Users and Groups," in Oracle
Collaboration Suite Administrator's Guide for more information on how to use the
Self-Service Console.
Testing the Oracle Voicemail & Fax System
Make sure you complete each step successfully, resolving any errors, before you
proceed to the next step.
To test the Oracle Voicemail & Fax system:
1.
Dial the hunt group number (16502030000) and allow the phone call to roll over
into the voicemail system.
You should hear the following message: "Please enter the mailbox number or press
start to record a message for another user."
You may hear the following message instead: "To record a message, press 1; to
retrieve messages, press 2; to speak to an operator, press 0; to hang up, press the
star key." If you hear this message prompting you to record a message or retrieve
your messages, then this means that the Oracle Voicemail & Fax system cannot
differentiate between a direct call and a forwarded call. Should this occur, check to
see that the correct port has been specified on the Voicemail & Fax Server to
receive call-detail information.
Getting Started with Oracle Voicemail & Fax 2-17
Testing the Oracle Voicemail & Fax System
2.
Log in using the account you created. In this example, the account number is
37882. (Remember, you are using the mailbox extension length you established on
the Create Group or Site page.)
3.
Enter the numeric password you established for this user.
4.
Follow the voice prompts and change the user’s password and record the user’s
name (John Doe).
5.
From the main menu, select 5, (Set Greetings or Change Personal Options), and do
the following:
6.
■
Record a greeting for the user (optional).
■
Activate one of the greetings you create.
■
Hang up the phone.
Dial the user’s phone number (16502037882) and let the call roll over into the
voicemail system.
If you get the message: "An error occurred during the processing of your request.
Please try your call again," check the Routing Service log to see what phone
number the PBX is passing to Oracle Voicemail & Fax. Is it passing 6502037882 or
is it passing some other number? In this example, you would look for the
following entry: "Storing call details: from 650xxxxxxx; to 6502037882; type B."
Look for a similar entry for your specific situation. Check the Telephone Number
Translation Rules on the PBX-Application Cluster administration page and verify
that it includes a rule that can convert this phone number into international phone
number format.
If you do not hear a greeting, then do the following:
■
■
Log in to the user’s voicemail account and from the main menu, select 5 (Set
Greetings or Change Personal Options), and follow the prompts to reactivate
your greeting or record and activate the greeting again.
Verify that Oracle Internet Directory is running. Go to the Voicemail & Fax
home page and check the status of Oracle Internet Directory in the General
section of the page.
2-18 Oracle Voicemail & Fax Administrator’s Guide
Testing the Oracle Voicemail & Fax System
7.
Dial the hunt group number (16502030000), log in to the user’s account (37882)
and from the main menu, select 4 to record a new message. After you record the
message, press 4 to send the message to the user. (For the purpose of this test, you
are logging in to John Doe’s account, recording a message, and sending the
message to John Doe’s account.)
If you hear the message: "Your message could not be sent and has been queued,"
then do the following:
■
■
■
Verify that the Oracle Collaboration Suite Database is up and running. Go to
the Voicemail & Fax home page and check the status of the Oracle
Collaboration Suite Database in the General section of the page.
Check to see that the Oracle Collaboration Suite Database is available for the
Voicemail & Fax Application. See "Setting the Available Oracle Collaboration
Suite Databases" on page 9-3 for more information.
Check to see that the Oracle Collaboration Suite Database is listed in the sc_
vsto.cfg file. The sc_vsto.cfg file is an Oracle Telephony Server
configuration file that picks up information from the Oracle directory server.
This file can be found in the following directory:
%ORACLE_HOME%\um\ojtapi\config\sc_vsto.cfg
Check to see that the database you are trying to connect to is listed.
8.
Dial in to the hunt group number and log in to John Doe’s account (37882). You
should hear the following message: "You have one new voicemail message, no
saved voicemail messages, no new e-mail messages, and no new fax messages."
Getting Started with Oracle Voicemail & Fax 2-19
Next Steps
If the voicemail prompt indicates that you have no new messages instead of
indicating you have one new message, then verify that the Oracle Mail IMAP
Server and the SMTP process are running. See Oracle Mail Administrator's Guide for
information on checking the Oracle Mail IMAP Server and the SMTP process.
Congratulations! You have successfully done the following:
■
Configured the Oracle Voicemail & Fax system
■
Created a test user
■
Verified that you can log in to the Oracle Voicemail & Fax system
■
Set the user’s personal settings (password and greeting)
■
■
Verified that the system is correctly translating PBX phone numbers into Oracle
Voicemail & Fax account numbers
Verified that you can send and retrieve messages
Next Steps
You can now add the other users to your system. Follow the instructions in Chapter 5,
"Managing Oracle Voicemail & Fax Accounts." In particular, you may want to refer to
"Adding Users with Bulk Provisioning" on page 5-2 on bulk provisioning users.
2-20 Oracle Voicemail & Fax Administrator’s Guide
3
Configuring Oracle Voicemail & Fax
This chapter discusses the following topics:
■
Configuring PBX-Application Clusters on page 3-1
■
Configuring the Voicemail & Fax Group on page 3-9
■
Configuring the Voicemail & Fax Application on page 3-10
■
Configuring the Voicemail & Fax Services on page 3-10
See Also: Note 416319.1 on http://www.metalink.com for
information discovered after this document was published.
There are default values for most of the parameters and, generally, you can start with
the defaults and make adjustments to the settings after your system has been running
for awhile. There is one important exception to this. After you install Oracle Voicemail
& Fax, you must configure the PBX-Application Cluster. There are no defaults for
some of the required parameters, and these must be set in order for your Oracle
Voicemail & Fax system to function properly.
Configuring PBX-Application Clusters
Oracle Voicemail & Fax supports multiple locations in one voicemail deployment.
Because there may be different types of PBXes in the same deployment, Oracle
provides a way to define integrations of PBXes and Voicemail & Fax Applications
through the concept of a PBX-Application Cluster. A PBX-Application Cluster defines
a relationship between one or more PBXes and one or more Voicemail & Fax
Applications (called an application cluster) that support the PBX.
You set parameters in the PBX-Application Cluster for a specific PBX. The parameters
define how a Voicemail & Fax Application integrates with the PBX. These parameters
include SIP Server address, SIP Server port, PBX dialing rules, telephony number
translation rules, Message Waiting Indicator (MWI) phone number conversion rules,
Interactive Voice Response (IVR) mapping, and phone numbers belonging to the PBX.
This configuration applies to any Voicemail & Fax Application that is associated with
the PBX-Application Cluster.
During the installation and configuration of Oracle Voicemail & Fax, you are prompted
to associate Oracle Voicemail & Fax with a PBX-Application Cluster. If this is a
first-time installation or if you created a new PBX-Application Cluster during the
installation, then you must configure it in order to have a functioning Oracle Voicemail
& Fax system.
Configuring Oracle Voicemail & Fax 3-1
Configuring PBX-Application Clusters
Some of the parameters have defaults or are optional, while others are required. At a
minimum, you must configure the following parameters:
■
Phone Numbers
■
Telephone Number Translation Rules
■
Internal Dialing Rules
■
External Dialing Rules
■
MWI Phone Number Conversion Rules
■
SIP Server address and port
SIP Server Addresses
The SIP Server addresses (or addresses) and port must be set properly for call transfer
and MWI to work properly. The default SIP Server address is 127.0.0.1 (not a working
configuration). For some systems, more than one SIP Server address may need to be
specified. Multiple SIP Server addresses must be separated by commas. Only the first
will be used for call transfer; this should be the SIP Server address for the operator.
Recording Process Parameters
On some PBXes, a dial tone triggers a call disconnection. The consequence of this is
that when a user hangs up after leaving a voicemail message, a dial tone is appended
to the end of the message. The system administrator can configure the application so
that this dial tone is removed by specifying the length of time the dial tone plays
before the call is disconnected. Message Truncation Time is the time, in milliseconds,
that is deleted from the end of the message. The default is 0 milliseconds.
Phone Numbers Table
The Master Phone Numbers table includes PBX, site, and phone number data for the
Oracle Voicemail & Fax system. Table 3–1 is an example of this table.
Table 3–1
Master Phone Numbers Table
PBX
Site
International Phone Number Pattern
SanFrancisco_Avaya
sf.us.acme.com
1415775????
SanFrancisco_Avaya
sf.us.acme.com
1415837????
London
London.uk.acme.com
44171816????
London
London.uk.acme.com
44171777????
HQNortel
hq.us.acme.com
1650506????
HQNortel
hq.us.acme.com
1650607????
HQNortel
hq.us.acme.com
1650633????
Oracle Voicemail & Fax uses the Master Phone Numbers table in two situations:
■
If the caller is unknown to the Voicemail & Fax Application, Oracle Voicemail &
Fax uses this table to identify the site of the phone number being called and uses
the site’s settings to determine various settings, including the language in which
the voicemail prompts are played.
3-2 Oracle Voicemail & Fax Administrator’s Guide
Configuring PBX-Application Clusters
■
The Message Waiting Indicator Service uses the Master Phone Numbers table to
identify the PBX associated with a phone number and to deliver the MWI message
to the correct PBX.
You will need to populate the Master Phone Numbers table at the following times:
■
When you first install your Oracle Voicemail & Fax system
■
When you add a new PBX to an existing system
■
When you add a site
Two views of this Master Phone Numbers table are used in Oracle Enterprise Manager.
On the PBX-Application Cluster administration page, the Phone Numbers table
identifies all phone numbers for a particular PBX and the sites to which they belong.
See Figure 3–1 for an example of the Phone Numbers table for the HQNortel
PBX-Application Cluster.
Figure 3–1 PBX-Application Cluster View of the Master Phone Numbers Table
On the administration page for Groups or Sites, the Phone Numbers table identifies
the phone numbers and PBXes for a site. Figure 3–2 shows the phone numbers for the
one of the sites in Figure 3–1, the hq.us.acme.com site.
Figure 3–2 Group and Site View of the Master Phone Numbers Table
You can use either view of the Master Phone Numbers table to manage your Oracle
Voicemail & Fax system. Generally, when you are configuring the Voicemail & Fax
Application to work with the PBX, you will use the Phone Numbers table on the
PBX-Application Cluster administration page. When you are adding a new site, you
will generally use the Phone Numbers table on the Create Group or Site page.
Configuring Oracle Voicemail & Fax 3-3
Configuring PBX-Application Clusters
The Master Phone Numbers table does not appear in
Enterprise Manager. You will only see one of two views of this table in
the PBX-Application Cluster Administration page, the Create Group
or Site page, and the Edit Group or Site page.
Note:
Phone Numbers Parameters
The Phone Numbers table contains entries for all phone numbers owned by the PBX
and the site associated with these phone numbers. There are no default settings for this
table. Therefore, you must configure the Phone Numbers table for each PBX.
The Phone Numbers table is a view of the Master Phone Numbers table, which
includes phone number entries for all PBXes in the Oracle Voicemail & Fax system.
When the Voicemail & Fax Application tries to identify the site associated with a
phone number, it searches the Master Phone Numbers table for a pattern in the
International Phone Number Pattern field that matches the phone number.
Valid characters include digits; two types of wildcards, question marks (?) and
asterisks (*); and hyphens (-). A question mark indicates a single digit and can be used
anywhere in the phone number. An asterisk indicates zero or more digits and can be
used only at the end of the phone number. Hyphens are used to prefix a phone
number pattern to differentiate multiple PBXes connecting to the same server using a
VoIP gateway.
Because the table includes phone number patterns for all the PBXes, the patterns must
be unique. If a phone number matches more than one pattern, the resulting behavior
will be unreliable. For example, if two PBXes own phone numbers that begin with
1650, you would have to specify a unique pattern for each PBX-Application Cluster.
For example, one PBX might have the phone numbers matching the pattern
1650506????, and another might have phone number matching the pattern
1650632????. Specifying the pattern 1650??????? for both PBXes would result in
unreliable behavior.
Figure 3–3 is an example of Phone Numbers table entries for a VoIP deployment with
one PBX and one site. There are three phone number patterns that describe all the
phone numbers belonging to the Redwood Shores PBX. All phone numbers for this
site belong to the area code 650 and begin with a 506, 607, or 633 prefix. In a VoIP
deployment, there are separate PBXes for each site, and you would set up similar
entries for each PBX in your Oracle Voicemail & Fax deployment.
Figure 3–3 Example of Phone Numbers Table for a VoIP Deployment
3-4 Oracle Voicemail & Fax Administrator’s Guide
Configuring PBX-Application Clusters
PBX Dialing Rules
Oracle Voicemail & Fax uses phone numbers in international format for all of its
transactions, for example, 16505071234. Different PBXes handle phone numbers using
different formats, for example, a PBX may use 5-digit extensions such as 71234. As
phone numbers are passed between Oracle Voicemail & Fax and the PBX, the phone
numbers must get translated into a format that each can understand. There are several
parameters that describe the rules used in this translation. Each parameter handles a
different situation in which phone numbers are being routed between the PBX and
Oracle Voicemail & Fax:
■
■
■
■
Telephone Number Translation Rules, which define the rules for translating PBX
phone numbers into international format
Internal Dialing Rules, which define the rules for converting Oracle Voicemail &
Fax phone numbers into PBX phone numbers for phone numbers belonging to the
PBX
External Dialing Rules, which define the rules for converting Oracle Voicemail &
Fax phone numbers into PBX phone numbers for phone numbers that do not
belong to the PBX
MWI Dialing Rules, which define the rules for converting Oracle Voicemail & Fax
phone numbers into phone numbers that the PBX uses to turn the message
waiting indicator on or off
Telephone Number Translation Rules Parameter
When a call is made, the PBX passes the phone number of the caller and the called
party to the application. Different PBX systems convert phone numbers into different
formats, and not necessarily into the international format that is required by the
Voicemail & Fax Application. For example, some PBXes convert United States phone
numbers to a 10-digit number (3-digit area code plus 7-digit phone number) that is not
in international format. If the PBX does not pass the phone number to the application
in international format, you must specify how to convert the PBX phone number into a
valid account number.
The Telephone Number Translation Rules are rules for converting PBX phone numbers
into valid Oracle Voicemail & Fax account numbers. These rules are specific to each
PBX. You need to determine in what format your PBX transmits phone numbers, and
then you need to specify as many rules as required to correctly convert the phone
numbers that belong to this PBX.
A rule is constructed for a phone number pattern. Valid characters include digits; two
types of wildcards, question marks (?) and asterisks (*); and hyphens (-). A question
mark indicates a single digit and can be used anywhere in the phone number. An
asterisk indicates zero or more digits and can be used only at the end of the phone
number. Hyphens are used to prefix a phone number pattern to differentiate multiple
PBXes connecting to the same server, using a VoIP gateway.
When the PBX passes a phone number to the Voicemail & Fax Application, the
application checks to see which pattern it matches. The application removes the
number of characters specified in Number of Characters to Remove from the
beginning of the phone number and appends any characters specified in Characters to
Prepend to the beginning of the string.
When you install Oracle Voicemail & Fax, a default rule is created. The Number of
Characters to Remove is 0 and no characters are prefixed. Therefore, by default, the
PBX passes the unmodified phone number to the Voicemail & Fax Application.
Configuring Oracle Voicemail & Fax 3-5
Configuring PBX-Application Clusters
Figure 3–4 is an example of telephone number translation rules for a VoIP PBX. There
are three phone number patterns that belong to this PBX: 1650506????, 1650607????,
and 1650633????, and a rule must be created for each pattern. In this example, the PBX
transmits 5-digit extensions to the Voicemail & Fax Application. Therefore 1650506????
phone numbers are transmitted by the PBX in a 6???? phone number pattern. To
convert a 6???? extension to a phone number in international format, no digits are
removed and 165050 is appended to the beginning of the number. This is the first rule
in Figure 3–4. The second and third rules cover the 1650607???? and 1650633????
phone numbers. These are the minimum rules you need for this PBX.
Optionally, you can create a rule that covers United States phone numbers that do not
belong to this PBX with the pattern consisting of 10 asterisks. These numbers are
prefixed with a 1. Some of these numbers may be recognized by the application.
The DEFAULT rule covers any other phone numbers that are transmitted by the PBX.
These phone numbers are passed, with no changes, to the Voicemail & Fax
Application.
Figure 3–4 Example of Telephone Translation Rules for a VoIP PBX
Internal and External Dialing Rules Parameters
Internal Dialing Rules and External Dialing Rules are used to specify the rules to
convert phone numbers into a form that the PBX can dial. Internal Dialing Rules are
used to dial numbers that belong to this PBX, and External Dialing Rules are used to
dial all other numbers.
Two examples of when these dialing rules are used are the following:
■
■
An unauthenticated user presses the option (usually 0) to reach the attendant.
A caller dials an auto attendant implemented using the Oracle Voicemail & Fax
Interactive Voice Response feature. The caller selects a user from the user directory,
and his or her call is transferred to this user’s extension.
A rule is constructed for a phone number pattern. The phone number pattern must be
in international format. Valid characters include digits; two types of wildcards,
question marks (?) and asterisks (*); and hyphens (-). A question mark indicates a
single digit and can be used anywhere in the phone number. An asterisk indicates zero
or more digits and can be used only at the end of the phone number. Hyphens are
used to prefix a phone number pattern to differentiate multiple PBXes connecting to
the same server, using a VoIP gateway.
When the PBX passes a phone number to the application, the application first checks
to see if the phone number is handled by the current PBX. If it is, the internal dialing
rules table is used. Otherwise, the external dialing rules table is used. The application
3-6 Oracle Voicemail & Fax Administrator’s Guide
Configuring PBX-Application Clusters
checks the rules and finds the pattern that matches the phone number. It removes the
number of characters specified in the Number of Characters to Remove column from
the beginning of the phone number and appends any characters specified in the
Characters to Prepend column to the beginning of the string.
When you install Oracle Voicemail & Fax, a default internal rule and a default external
rule, called DEFAULT, are created. Both defaults are identical. A phone number is
passed to the PBX, without making any changes to the phone number. This default
rule is defined with the Number of Characters to Remove value as 0 and no digits
being prefixed—that is, the Characters to Prepend cell is empty.
Creating Internal Dialing Rules
Create internal dialing rules that will cover all phone numbers owned by this PBX.
Figure 3–5 is an example of an internal dialing rule for a VoIP PBX that uses 5-digit
extensions. To convert the international phone number into a 5-digit extension, the
first 6 digits are removed, and no digits are prefixed. For example, if the phone
number is 1 650 506 1234, removing the first 6 digits (165050) results in the 5-digit
extension 61234.
Figure 3–5 Example of Internal Dialing Rules for a VoIP PBX
Creating External Dialing Rules
Figure 3–6 shows examples of three external dialing rules for a VoIP PBX. The first
pattern, 1650???????, would be used for local phone numbers. The second pattern
consisting of a 1, followed by 10 asterisks would be used for any other United States
phone number. The DEFAULT rule would cover phone numbers outside of the United
States.
Figure 3–6 Example of External Dialing Rules for a VoIP PBX
The following illustrates how the external dialing rules are applied to three phone
numbers:
■
1 650 123 4567 – This phone number matches the first pattern, 1650???????. The
first 4 digits, 1650, are removed and 9 is appended to the beginning of the number.
The result is 91234567.
Configuring Oracle Voicemail & Fax 3-7
Configuring PBX-Application Clusters
■
■
1 212 123 4567 – This phone number matches the second pattern, 1??????????. No
digits are removed and a 9 is appended to the beginning of the number. The result
is 912121234567.
91 11 1234567 – This phone number does not match either of the two patterns and,
therefore, the default dialing rule is used. No digits are removed, and the digits
9011 are appended to the beginning resulting in 901191111234567.
If a phone number matches more than one pattern, the application uses the pattern
that is more specific. For example, the phone number 1 650 123 4567 matches the
1650??????? and the 1?????????? patterns in Figure 3–6. The application uses the
more specific pattern, that is, the pattern where the asterisks begin farther to the right.
In this example, 1650??????? is the more specific pattern and its rule is applied to the
phone number.
MWI Phone Number Conversion Rules Parameters
The Message Waiting Indicator (MWI) Service tells the PBX that the MWI on the phone
set for an account number needs to be turned on or off. The account number that is
passed to the MWI service is the phone number in international format. This number
must be converted to a phone number that the PBX can use. The conversion is done
using the MWI Dialing Rules. Although many PBXes use the same phone number
formats for MWI that they use for dialing internal numbers, this is not true for some
PBXes. In order to support all possible formats for MWI phone numbers, the MWI
Phone Number Conversion table is used to specify the MWI rules.
A rule is constructed for a phone number pattern. The phone number pattern must be
in international format. Valid characters include digits; two types of wildcards,
question marks (?) and asterisks (*); and hyphens (-). A question mark indicates a
single digit and can be used anywhere in the phone number. An asterisk indicates zero
or more digits and can be used only at the end of the phone number. Hyphens are
used to prefix a phone number pattern to differentiate multiple PBXes connecting to
the same server, using a VoIP gateway.
When the phone number is passed to the Voicemail & Fax Application, the application
checks to see which pattern it matches. It removes the number of characters specified
in the Number of Characters to Remove column from the beginning of the phone
number and appends any characters specified in the Characters to Prepend column to
the beginning of the string.
When you install Oracle Voicemail & Fax, a default rule is created. The Number of
Characters to Remove value is 0 and no characters are prefixed. That is, by default, the
phone number is passed to the PBX in international phone number format.
The Voicemail & Fax Application phone numbers are in international format. In this
example, the PBX requires the phone number to be a 5-digit extension. For example,
the phone number, 16505067777, would need to be converted to the 5-digit extension
67777. Six digits are removed from the international phone number and no digits are
appended. Only one rule is required and, therefore, this is the DEFAULT rule as shown
in Figure 3–7.
Figure 3–7 Example MWI Conversion Rule for a VoIP PBX
3-8 Oracle Voicemail & Fax Administrator’s Guide
Configuring the Voicemail & Fax Group
Interactive Voice Response (IVR) Parameters
The Interactive Voice Response (IVR) table specifies the phone numbers for which calls
are diverted to an IVR deployment, and the name of the IVR deployment. There are no
defaults for this table. You must specify all phone numbers on this PBX that are
diverted to an IVR deployment.
Table 3–2 is an example of the IVR table.
Table 3–2
Example of Interactive Voice Response Table
International Phone Number Pattern
IVR Deployment Name
15108437000
LanguageChoiceAutoAttendant
EnglishAutoAttendant
FrenchAutoAttendant
14155067000
LanguageChoiceAutoAttendant
When a call is made to the phone number specified in the International Phone Number
Pattern column, the call is diverted to the IVR deployment specified in the IVR
Deployment Name column.
If an IVR deployment, for example, LanguageChoiceAutoAttendant, sends calls to
other IVRs, these secondary IVRs must also be specified in the table. An example is an
IVR that gives callers the option to hear the prompts in different languages. For
example, the LanguageChoiceAutoAttendant deployment prompts users: "Press 1 to
continue in English. Press 2 to continue in French." The secondary IVRs, in English and
French, must also be included in the table. In this example, the secondary IVRs are
EnglishAutoAttendant and FrenchAutoAttendant. The International Phone Number
Pattern column for the secondary IVRs is left blank.
If more than one phone number uses the same deployment, each phone number is
listed in the table with the deployment specified. In Table 3–2, both 15108437000 and
14155067000 are diverted to the LanguageChoiceAutoAttendant deployment.
However, the secondary deployments, EnglishAutoAttendant and
FrenchAutoAttendant, are listed once.
If the IVR is not specified in this table, calls to the phone number are directed to the
recording application. Therefore, if the LanguageChoiceAutoAttendant deployment is
not specified, phone calls to 15108437000 would be sent to the voicemail mailbox for
15108437000.
Valid characters for phone numbers include digits; two types of wildcards, question
marks (?) and asterisks (*); and hyphens (-). A question mark indicates a single digit
and can be used anywhere in the phone number. An asterisk indicates zero or more
digits and can be used only at the end of the phone number. Hyphens are used to
prefix a phone number pattern to differentiate multiple PBXes connecting to the same
server, using a VoIP gateway.
Configuring the Voicemail & Fax Group
You can configure the default values of parameters for all Voicemail & Fax
Applications using Oracle Enterprise Manager Grid Control console. These settings
can be overridden at the application level. See "Configuring the Voicemail & Fax
Application" on page 3-10 for more information on setting the application-level
parameters.
To configure the global process settings:
Configuring Oracle Voicemail & Fax 3-9
Configuring the Voicemail & Fax Application
1.
Navigate to the administration page of the Voicemail & Fax group.
2.
Click the Go to Task link for the Configure Global Process Settings task.
3.
Edit the parameters and click OK.
A confirmation page appears asking you to confirm that you want to apply these
changes.
You may choose to immediately reload the Voicemail & Fax Applications that are
children of this Voicemail & Fax group with the new settings by selecting Apply
and Reload All Children. If you do not select Apply and Reload All Children,
then the Voicemail & Fax Applications are reloaded the next time each application
is set to automatically reload itself.
4.
Click OK.
See Appendix B, "Process Parameters" for more information on each of the
parameters and how to set them.
Configuring the Voicemail & Fax Application
You configure the Voicemail & Fax Application using Enterprise Manager Grid
Control console. The settings are found on the administration page for the particular
application. By default, the settings are inherited from global process settings for the
Voicemail & Fax group.
See Appendix B, "Process Parameters" for information on each of the parameters.
To configure the Voicemail & Fax Application parameters:
1.
Navigate to the administration page for the Voicemail & Fax Application.
2.
Edit the parameters and click Apply.
A confirmation page appears asking you to confirm that you want to apply the
changes.
You may choose to immediately apply the settings to the Voicemail & Fax
Application by selecting Apply and Reload All Children. If you do not select
Apply and Reload All Children, then the new settings do not take effect until the
next time the services are automatically reloaded. You can also force a reload by
going to the home page for the service and clicking Reload.
Clicking Revert changes the settings back to the most recently saved settings. Clicking
Refresh loads the most recent values for these parameters from the Oracle Internet
Directory. Refreshing the values can be useful if multiple system administrators are
simultaneously editing the parameters.
Configuring the Voicemail & Fax Services
The Voicemail & Fax services are configured on the administration page of each
service. By default, the services inherit their values from the Voicemail & Fax
Application to which they belong. The Inherit icon indicates that the value is inherited
and the Override icon indicates that the value has been set at the local level.
See Appendix B, "Process Parameters" for information on each of the parameters.
To configure the service parameters:
1.
Navigate to the administration page for the service.
2.
Edit the parameters and click Apply.
3-10 Oracle Voicemail & Fax Administrator’s Guide
Configuring the Voicemail & Fax Services
A confirmation page appears asking you to confirm that you want to apply the
changes.
You may choose to immediately apply the settings to the service by selecting
Apply and Reload All Children. If you do not select Apply and Reload All
Children then the service is reloaded the next time it is set to automatically reload
itself.
Clicking Revert changes the settings back to the most recently saved settings. Clicking
Refresh loads the most recent values for these parameters from the Oracle Internet
Directory. Refreshing the values can be useful if multiple system administrators are
simultaneously editing the parameters.
Configuring Oracle Voicemail & Fax 3-11
Configuring the Voicemail & Fax Services
3-12 Oracle Voicemail & Fax Administrator’s Guide
4
Setting Up Groups and Sites
This chapter describes how to create and manage Oracle Voicemail & Fax groups and
sites.
This chapter discusses the following topics:
■
Organizing Users into Groups and Sites on page 4-1
■
Creating a Group or Site on page 4-3
■
Group Parameters on page 4-4
■
Site Parameters on page 4-6
■
Searching for a Group or Site on page 4-7
■
Editing Group or Site Parameters on page 4-7
■
Modifying Parameters of Multiple Groups on page 4-8
■
Propagating Group or Site Properties on page 4-9
■
Deleting a Group or Site on page 4-9
See Also: Note 416319.1 on http://www.metalink.com for
information discovered after this document was published.
Organizing Users into Groups and Sites
Groups are a way to organize users with the same characteristics. When you install
Oracle Voicemail & Fax, by default, a root group is created. All groups are descendants
of the root group and, by default, inherit its characteristics.
One way to organize your users is by their physical location. For example, you could
create a group for each office—HQ, Burlington, London, and so on. Or you might
organize by functional areas—for example, sales, finance, human resources, IT, and so
on.
A group, by default, inherits the characteristics of its parent. You can override the
inherited values of these characteristics at the group level. All users that belong to the
group, by default, acquire the group characteristics.
A site is a group that is qualified by phone number sets and physical site-specific
information within a company. A site is a particular type of group with site-specific
parameters. All users must be assigned either to a site or to a group that is a
descendant of a site. Because a phone number is tied to specific site, a user who is
assigned a particular phone number can be assigned only to the site that the phone
number belongs to, or to a group that is a descendent of that site.
Setting Up Groups and Sites
4-1
Organizing Users into Groups and Sites
For example, assume that hq.us.acme.com is a site, and sales.hq.us.acme.com,
development.hq.us.acme.com, and legal.us.acme.com are child groups under the site
(Figure 4–1). A user who is assigned a phone number, for example 16505061234, that
belongs to hq.us.acme.com can be assigned to the site or to any of the groups that are
children of the site. A restriction on setting up groups and sites is that there must be
only one site in any user’s hierarchy. Therefore, if hq.us.acme.com is a site, then
sales.hq.us.acme.com, development.hq.acme.com, and legal.acme.com cannot be sites.
Figure 4–1 Example of Group Hierarchy
Figure 4–2 shows the group and site hierarchy for the Acme Corporation. The
hq.acme.com group is a site. There are two child groups, sales.hq.acme.com and
marketing.hq.acme.com. There are characteristics that are unique to sites, such as the
phone numbers that belong to a site. For example, the phone numbers that belong to
the hq.acme.com site match the patterns 1650506????, 1650607????, and 1650633????.
Figure 4–2 Phone Numbers for the hq.acme.com Site
Phone numbers belong to a particular PBX, in this instance, they belong to the HQ PBX
and these phone numbers are specified for the PBX in the HQNortel PBX-Application
Cluster. Therefore, phone numbers tie a group that is a site to a particular PBX and
PBX-Application Cluster (Figure 4–3.)
4-2 Oracle Voicemail & Fax Administrator’s Guide
Creating a Group or Site
Figure 4–3 Relationship of a Site to a PBX-Application Cluster
The users that belong to the hq.us.acme.com site or to its children, sales.us.acme.com
or marketing.us.acme.com, are located at the headquarters location and can only be
assigned phone numbers that belong to the PBX at this location (Figure 4–4).
Groups that are designated as sites have other site-specific characteristics. For
example, you set the time zone for the site (Figure 4–4). Mailbox Extension Length, the
number of digits users use to access their voicemail mailbox, and Length of Local
Phone Number, the number of digits used in the voicemail greeting, are both site
characteristics.
Figure 4–4 hq.acme.com Site Characteristics
Creating a Group or Site
When creating groups, consider grouping users together who share the same
characteristics or who will be managed in the same way. You can easily change a
specific attribute at the group level, and the change is inherited by all group members.
Setting Up Groups and Sites
4-3
Group Parameters
Or you can temporarily disable Message Waiting Indicator processing for an entire
group. Each group or site, by default, inherits characteristics from its parent group.
You can either accept the inherited values or override them.
See "Group Parameters" on page 4-4 for more information on the parameters and how
to set them.
To edit the parameters of a group or site:
1.
Navigate to the Voicemail & Fax administration page.
2.
Click the Go To Task icon of the Groups and Sites task.
3.
Click Create.
4.
Change the value of the parameters as desired.
■
■
To override the inherited value, click the Override icon. Select from the list or
enter the desired value in the field.
To inherit the value of the parent group, click the Inherit icon.
5.
When you are finished editing the parameters, click OK.
6.
To revert back to the previously saved settings, click Cancel.
Group Parameters
You specify the group and site parameters when you create or edit a group or site.
Similar parameters are grouped together and these categories correspond to the
following sections. Unless otherwise specified, the default values appear in
parentheses next to the parameter name.
Name, Parent, and Category
The Name and Parent parameters cannot be modified for an
existing group or site.
Note:
The new group or site inherits all characteristics of the selected parent group (root).
The Parent name is appended to the group or site name. For example, if the name of
the new group is burlington and the parent group is acme.com, then the fully qualified
name of the group is burlington.acme.com. The exception to this are groups that are at
the level just below the root group in the hierarchy. That is, root is not appended to the
names of these groups. Use the Category (Group) field to specify whether or not this is
a group or site.
Feature Access
You may specify whether or not the voicemail and fax features are enabled for this
group with the Voice Access Allowed and Fax In Access Allowed parameters. The
default is True. These parameters can be specified at the user level as well.
Message
The Fax Message Maximum Duration parameter (900000 milliseconds or 15 minutes)
is the maximum size of a fax message. The Message Coder Type parameter is the
compression algorithm used to compress voicemail messages. The default, 64
kilobytes per second (8 kilohertz), 8-bit linear PCM, can be specified for any player
4-4 Oracle Voicemail & Fax Administrator’s Guide
Group Parameters
that can play Microsoft Windows WAVE (.wav) files. The maximum message length is
specified by Message Maximum Duration (180000 milliseconds or 3 minutes). If the
caller does not speak for the length of time specified by Message Silence Timeout
(10000 milliseconds or 10 seconds), the voicemail system continues with the next
prompt.
Caution: Do not change the Message Coder Type setting. If another
setting is selected, your users will not be able to listen to their
voicemail messages using their e-mail client.
General
The following are General voicemail parameters:
■
Default Domain Name (oracle.com). When a call is received, if Oracle Voicemail
& Fax cannot determine the call’s domain, it uses the Default Domain Name.
When you install Oracle Voicemail & Fax, the default domain
name is set to oracle.com. After installation, you must change this
setting to the domain for your site.
Note:
■
■
■
■
Preferred Language (United States English). This is the language in which the
voicemail prompts will be delivered.
Attendant Extension. This is the phone number that must be dialed by the PBX to
get to the Telephony Attendant. For example, if a user presses 0 to get to the
Operator, the Attendant Extension is the number that the PBX must dial to connect
to the operator. There is no default for this parameter.
Message Waiting Indicator Notification (Enabled). This specifies whether or not
the message waiting indicator feature is enabled.
New User Initial Voicemail Quota (10 Megabytes). This specifies the voicemail
quota that is allocated to a new user assigned to this group. The default is 10
megabytes. Changing this parameter affects the voicemail quota of new users. It
does not change the quota for existing users belonging to the group. To change the
quota of existing users, use the Voicemail & Fax Quota parameter on the Edit
Users page.
Greeting
The Greeting Coder Type parameter (24 kilobytes per second, ADPCM) is the audio
storage format for a user’s greeting. The Greeting Maximum Duration parameter
(60000 milliseconds or 1 minute) is the maximum length of the greeting. If, while
recording a greeting, the user does not speak for the length of time specified by the
Greeting Silence Timeout parameter (10000 milliseconds or 10 seconds), the voicemail
system continues with the next prompt.
Directory Lookup
The Directory Lookup (Enabled) feature uses the telephone keypad to search for a user
in the voicemail system. A combination of keypad keystrokes can match more than
one name. The Maximum Hits to Return parameter (10) is the maximum number of
matches to return for a combination of key strokes.
Setting Up Groups and Sites
4-5
Site Parameters
Password Length
The Set Password (No) parameter must be changed to Yes in order to set the Password
Length parameters. The Maximum Voicemail Password Length (12) and Minimum
Voicemail Password Length parameters (7) determine the number of digits that are
used to set a password.
Oracle recommends that you set this parameter for the
company, for example, acme.com, and use the same settings
throughout your company. This allows for a consistent policy and will
simplify support for this feature.
Note:
Interactive Voice Response
The Interactive Voice Response (IVR) parameter establishes the times when the IVR
system is on or off. A business would typically have one IVR deployment for the hours
when a business is closed, another deployment for holidays, and a different
deployment for unusual events such as an office closure due to weather conditions or
an electrical outage, noted by the Special Mode Days parameter. The default for the
Business Days parameter is 24 hours a day, 7 days a week. By default, no Holidays and
Special Mode days are set. The date format is mm/dd/yy and the time format is
hh:mm am/pm for the United States (English) locale.
These settings determine whether an IVR is in the open, closed, holiday, or special
time category at any point in time. The ivrman command-line tool allows you to
specify how a particular IVR deployment behaves for each time category.
Site Parameters
The following parameters apply only to sites:
■
■
The Mailbox Extension Length parameter is the number of digits in the phone
number extension. This specifies the number of digits that must be entered to
access the voicemail mailbox. Users can always enter their phone numbers in full
international format to access their mailboxes.
The Length of Local Phone Number parameter specifies what portion of the
international phone number is used in the greeting. If the voicemail user does not
record a personalized greeting, then the voicemail system uses the phone number
to identify the user (For example, "You have reached 61234.")
You can specify any portion of the international phone number by specifying the
number of digits. The voicemail system uses the number of digits specified,
counting from the right. Therefore, if the international phone number is
16505061234, and the Length of Local Phone Number parameter is set to 5, the
voicemail system uses 61234.
■
The Timezone parameter specifies the time zone for this site.
There are no defaults for these site parameters.
Telephone Number Translation Rules
Telephone Number Translation Rules are rules for translating the local phone number
to the international phone number. These rules are used to convert the phone numbers
that the users enter to specify their account numbers. For example, if the Mailbox
Extension Length parameter (specified in the Site Parameters section) is set to 5 digits,
you must include a rule that converts the five digits into the international phone
4-6 Oracle Voicemail & Fax Administrator’s Guide
Editing Group or Site Parameters
number. This parameter applies only to groups that are sites. Specify the following for
each translation rule:
■
■
■
Phone Number Pattern is the pattern for recognizing the local phone number. For
example, 6???? is the pattern for extensions that start with 6 followed by 4 digits.
Number of Characters to Remove is the number of characters to truncate from the
local phone number.
Characters to Prepend is the string of characters to append to the beginning of the
truncated result to get the international phone number.
See "Telephone Number Translation Rules Parameter" on page 3-5 for more
information on setting this parameter.
Phone Numbers
The Phone Numbers parameter applies only to sites. This is a list of the valid phone
numbers for the PBXes associated with this group. The phone numbers are in
international format. Valid characters include digits, hyphens (-), and two types of
wildcards, question marks (?) and asterisks (*). A question mark indicates a single
digit or hyphen, and can be used anywhere in the phone number. An asterisk indicates
zero or more digits or hyphens, and can be used only at the end of the phone number.
Hyphens are used to prefix a phone number pattern to differentiate multiple PBXes
connecting to the same server, using a Voice over IP gateway. There is no default for
the Phone Numbers parameter.
Searching for a Group or Site
By default, the list displays all groups and sites in the Voicemail & Fax group in
hierarchical order. You may narrow your search by selecting from the Search field. You
can search only groups, only sites, or both groups and sites.
To search for a group or site:
1.
Navigate to the Voicemail & Fax administration page.
2.
Click the Go To Task icon of the Groups and Sites task.
3.
Specify the scope of the search by selecting from the Search list.
4.
Enter the search string in the box and click Go.
The search will return any group that contains the search string in any part of its
name. For example, the search string com returns comoro.africa.org,
virginia.commonwealth.edu, and chicago.us.acme.com.
Editing Group or Site Parameters
The value of a parameter is either inherited from the parent of the group or site, as
indicated by the Inherit icon, or it is set locally, as indicated by the Override icon.
Be aware that when you change a parameter for a group or site, you are also changing
the parameter for any child groups that inherit from the parent group or site.
Therefore, changing the parameter of a group or site may have repercussions for child
groups.
See "Group Parameters" on page 4-4 for more information on the parameters and how
to set them.
To edit the parameters of a group or site:
Setting Up Groups and Sites
4-7
Modifying Parameters of Multiple Groups
1.
Navigate to the Voicemail & Fax home page and click the Administration tab.
2.
From the administration page, click the Go To Task icon of the Groups and Sites
task.
3.
Select the group or site whose properties you want to edit and click Edit.
4.
Change the value of the parameters as desired.
■
■
5.
To override the inherited value, click the Override icon. Select from the list or
enter the desired value in the field.
To inherit the value of the parent, click the Inherit icon.
When you are finished editing the parameters, click OK, or to revert back to the
previously saved settings, click Cancel.
Modifying Parameters of Multiple Groups
You can modify selected properties for more than one group simultaneously. When
you edit the parameters for multiple groups, there are no defaults, and you must enter
the values for those parameters that you want to change. If you do not enter a value,
the parameter remains unchanged. The following parameters can be edited for
multiple groups:
■
Message Silence Timeout. If the caller does not speak for the length of time
specified by the Message Silence Timeout parameter, the voicemail system
continues with the next prompt.
■
Message Maximum Duration. This is the maximum message length.
■
Greeting Maximum Duration. This is the maximum length of the greeting.
■
■
■
■
■
Greeting Silence Timeout. If, while recording a greeting, the user does not speak
for the length of time specified by the Greeting Silence Timeout parameter, the
voicemail system continues with the next prompt.
Voice Access Allowed. This specifies whether or not the voicemail feature is
enabled.
FaxIn Access Allowed. This specifies whether or not the fax feature is enabled.
Directory Lookup. This feature allows users to use the telephone keypad to search
for a user in the voicemail system.
Maximum Hits to Return. When using the Directory Lookup feature, a user may
enter a combination of key strokes that matches more than one name. The
Maximum Hits to Return parameter specifies the maximum number of matches to
return for a particular keystroke combination.
Be aware that when you change a parameter for a group or site, you are also changing
the parameter for any child groups that inherit from the parent group or site.
Therefore, changing the parameter of a group or site may have repercussions for child
groups. If you want all child groups of the parent group to inherit the new value, use
the propagate feature. See "Propagating Group or Site Properties" on page 4-9 for more
information on how to propagate features to child groups.
To modify the properties of multiple groups:
1.
Navigate to the Voicemail & Fax administration page.
2.
Click the Go To Task icon of the Groups and Sites task.
3.
Select the check boxes of the groups or sites whose properties you want to edit.
4-8 Oracle Voicemail & Fax Administrator’s Guide
Deleting a Group or Site
4.
Click Edit.
5.
Edit the properties and click OK. Clicking Cancel reverts to the last saved
changes.
Propagating Group or Site Properties
The Propagate Parameters Page allows you to proliferate the values for selected
parameters of a parent group to any of its children, including any accounts that belong
to its children. For example, assume that us.acme.com has two children,
hq.us.acme.com and chicago.us.acme.com. If the Preferred Language parameter of
us.acme.com is set to Spanish and this value is propagated, then Spanish is passed to
its children, hq.us.acme.com and chicago.us.acme.com, overriding any values set for
those groups. Furthermore, if the Preferred Language parameter is set at the account
level for any accounts belonging to the parent group or to hq.us.acme.com or
chicago.us.acme.com, these values are overridden with the Preferred Language
parameter for us.acme.com.
Only selected parameters can be propagated: Voice Access Allowed, Faxin Access
Allowed, Preferred Language, Attendant Extension, and Message Waiting Indicator
Notification. The value being propagated appears in the Value column. Select the
parameters you want to propagate and click OK. The changes take effect immediately.
If you want to make a change to a parameter value and propagate the changes, you
must first make the change to the parent group, then propagate them to the parent’s
children.
To edit a parameter and propagate these changes:
1.
Navigate to the Voicemail & Fax administration page.
2.
Click the Go To Task icon of the Groups and Sites task.
3.
Select the group or site whose properties you want to edit and click Edit.
4.
Change the value of the parameter for the parent group and click OK.
5.
From the Manage Groups and Sites page, click the parent group.
6.
Click Propagate.
7.
From the Propagate Parameters page, select the parameter you want to propagate
and click OK.
Deleting a Group or Site
Before you can delete a group or site, you must first delete all children, including any
groups or users that belong to the group or site being deleted. If you are deleting a site,
you must also delete any phone numbers associated with the site before the site can be
removed.
To delete a group or site:
1.
Navigate to the Voicemail & Fax administration page.
2.
Click the Go To Task icon of the Groups and Sites task.
3.
Select the groups and sites you want to delete, and click Delete.
A message appears asking you to confirm that you want to delete the selected
groups and sites.
4.
Click Yes.
Setting Up Groups and Sites
4-9
Deleting a Group or Site
A message appears confirming that the groups and sites have been deleted.
4-10 Oracle Voicemail & Fax Administrator’s Guide
5
Managing Oracle Voicemail & Fax Accounts
This chapter describes how to provision Oracle Collaboration Suite users for voice
access, and how to manage voicemail accounts and user preferences.
This chapter discusses the following topics:
■
Provisioning Users for Voicemail & Fax Access on page 5-1
■
Searching for a Voicemail User on page 5-4
■
Changing Voicemail Account Preferences on page 5-4
■
Changing the Voicemail & Fax Quota on page 5-5
■
Adding a Phone Number on page 5-5
■
Deleting a Phone Number on page 5-6
■
Removing Voicemail and Fax Services for a User on page 5-6
■
Oracle Voicemail & Fax Accounts Manager Tool on page 5-6
See Also: Note 416319.1 on http://www.metalink.com for
information discovered after this document was published.
Provisioning Users for Voicemail & Fax Access
The Oracle Collaboration Suite Database that is used to store e-mail messages is shared
by the voicemail and fax account to store voicemail and fax messages. The Voicemail &
Fax Application accesses the same Inbox that the IMAP and SMTP servers access to
retrieve and record voicemail and fax messages. Therefore, before you can provision a
user for voicemail or fax message access, the user must first be created and must be
assigned an e-mail account through Oracle Internet Directory Self-Service Console.
When a user is provisioned for voicemail access, a voicemail account is created and a
phone number is assigned to this account. This must be done through the Self-Service
Console or the Oracle Voicemail & Fax Accounts Manager tool. You cannot provision a
user for voicemail access through Oracle Enterprise Manager.
To provision a user for voicemail and fax message access:
1.
Create a user using Oracle Internet Directory Self-Service Console.
See Chapter 4, "Managing Oracle Collaboration Suite Users and Groups," in Oracle
Collaboration Suite Administrator's Guide.
2.
Provision a user for voicemail access using the Oracle Internet Directory
Self-Service Console.
Managing Oracle Voicemail & Fax Accounts
5-1
Provisioning Users for Voicemail & Fax Access
See Chapter 4, "Managing Oracle Collaboration Suite Users and Groups," in Oracle
Collaboration Suite Administrator's Guide for more information about using Oracle
Internet Directory Self-Service Console.
3.
Modify the account preferences.
See "Changing Voicemail Account Preferences" on page 5-4 for information on
editing the preferred language, and enabling or disabling voice access, fax access,
and the message waiting indicator for a user.
See "Adding Users with Bulk Provisioning" on page 5-2 for information on bulk
provisioning users.
Multiple Voicemail Accounts
Voicemail accounts are tied to a site and Oracle Voicemail & Fax creates one account at
every site where a user has a phone number. The majority of users will have one
voicemail account at a single site, and one phone number assigned to that account.
However, some users will have more than one phone number. For example, a user
may have a phone number at the headquarters office in Redwood Shores, California
and another in the Burlington, Massachusetts office. One account is created and
assigned to each site. Using this example, an account is created and assigned to the
hq.us.acme.com and burlington.us.acme.com sites. The preferences for each account
can be set separately.
Oracle Voicemail & Fax creates only one account at each site.
Therefore, if a user has more than one phone number assigned to the
same site, the account preferences apply to all phone numbers that
belong to that site. You cannot set different preferences for each phone
number.
Note:
Account preferences can be managed through all three interfaces, Enterprise Manager,
Grid Control, Oracle Internet Directory Self-Service Console, and Oracle Voicemail &
Fax Accounts Manager with the following qualifications. You can add a subsequent
phone number for a user only through Enterprise Manager Grid Control or Accounts
Manager. And you can only remove all voice access for a user through the Self-Service
Console or Accounts Manager.
Adding Users with Bulk Provisioning
You can bulk provision Oracle Voicemail & Fax users in one of two ways. You can load
an LDIF (LDAP Data Interchange Format) file into Oracle directory server and follow
the procedure for bulk provisioning users in Oracle Internet Directory Self-Service
Console. To successfully provision users for voice access, the attribute list must contain
the information for creating a base user, an e-mail account, and a telephone number in
international format
See Also: Oracle Collaboration Suite Administrator's Guide for more
information on bulk provisioning users and Oracle Internet Directory
Administrator's Guide for information on creating and formatting the
LDIF file.
The second method for bulk provisioning users is the Oracle Voicemail & Fax
Accounts Manager tool. A description of the command can be found in "Oracle
Voicemail & Fax Accounts Manager Tool" on page 5-6.
5-2 Oracle Voicemail & Fax Administrator’s Guide
Provisioning Users for Voicemail & Fax Access
Adding Users with Automatic Provisioning
When a user is created and provisioned for voicemail access through Oracle Internet
Directory Self-Service Console, an add event is sent to an Oracle Voicemail & Fax
plug-in. When the user is created, it triggers the add event that provisions the user for
voicemail access and assigns the specified phone number to the account.
In order for the plug-in to create a voicemail account for the
user, a valid phone number must be assigned to the user in the
Self-Service Console.
Note:
Because Oracle Voicemail & Fax provides a plug-in that automatically provisions users
for voicemail access, there is no on-demand provisioning by end users.
Setting Passwords for Bulk-Provisioned Users
When you bulk provision users for voicemail or fax access, you can set the users' initial
password in one of the following ways.
You can specify the password for each user in the LDIF file. The LDIF file contains
parameters and values to create base users for Oracle Collaboration Suite. In addition,
you can also include the telephonenumber parameter, which specifies the phone
number for a voicemail account. Once the file is loaded into Oracle Internet Directory,
the Oracle Collaboration Suite base user is created, and an add event is sent to the
Oracle Voicemail & Fax plug-in, which provisions the base user for voicemail access.
The telephonenumber parameter in the LDIF file is the only parameter required to
trigger the add event to provision the user for voicemail access. Optionally, you can
include the orclpasswordverifier;email parameter in the LDIF file to specify the initial
password for the voicemail account. Then, when the LDIF file is loaded, this password
gets loaded into Oracle Internet Directory. Note, there is no automatic notification
process with this method. You will have to notify the users of their initial voicemail
password.
In some instances, you may want to create the passwords and the voicemail accounts
at two different times. Often, system administrators want to send an e-mail to their
users some time before the new voicemail account is active. If this is the case, you can
use the ovfucr generatepassword command to generate passwords for the users.
Note, this command assumes that the base user and the e-mail account have already
been created. This command automatically generates the initial password for users
that are specified in an input file and sends an e-mail notification to the user with the
new password. Then, when you are ready to activate the voicemail accounts, you can
use the ovfucr create command to create the voicemail accounts.
Alternatively, you can specify the optional password
parameter when you run the ovfucr create command to create a
voicemail account and assign a password to the account. However,
there is no notification feature if passwords are generated this way.
Note:
You can also use a third-party or other proprietary tool to generate passwords.
Managing Oracle Voicemail & Fax Accounts
5-3
Searching for a Voicemail User
Searching for a Voicemail User
All users in the Oracle Voicemail & Fax installation, who have been provisioned for
voicemail access, fax access, or both and have been assigned a phone number, appear
in the Results table. The table is sorted in ascending order by the e-mail ID.
You may search for users using their e-mail IDs or phone numbers.
To search for a voicemail user:
1.
Navigate to the Voicemail & Fax administration page.
2.
Click the Go To Task icon for the Manage Voicemail Accounts task.
3.
Find the Search section of the page. In the first list, select the field on which you
want to search. You may search either for the user’s e-mail ID or phone number.
4.
Select a choice from the second list that specifies how the search is to be done:
5.
■
Containing searches for the specified string anywhere in the field.
■
Starting with searches for the specified string at the beginning of the field.
■
Ending with searches for the specified string at the end of the field.
In the text box, type the string you want to search on and click Go.
Any users that match the string you specified appear in the Results table.
Changing Voicemail Account Preferences
You may edit the preferences for a user’s voicemail accounts in the Preferences table.
There is, at most, one voicemail account at a site. When you edit the preferences for a
particular site, these preferences apply to all phone numbers for this user at this site.
By default, the preferences are set to inherit from the parent group.
You may change the following preferences:
■
■
■
■
Preferred Language is the language in which the user hears the voicemail
prompts. By default, this preference is inherited from the parent group or site.
Phone Access is set to either True or False and enables voicemail access. By
default, when a user is provisioned for voice access and assigned a phone number,
this preference is set to True.
FaxIn Access is set to either True or False and enables fax access. By default, when
a user is provisioned for fax access, this preference is set to True.
MWI Enabled enables the Message Waiting Indicator feature. If a user has a soft
phone, set this to False. If a user has two phone numbers at this site, one for a soft
phone and another for a phone set for which you want MWI to be enabled, set
MWI Enabled to True.
To navigate to the Edit User page:
1.
Navigate to the Voicemail & Fax administration page.
2.
Click the Go To Task icon for the Manage Voicemail Accounts task.
3.
Use the Search feature to find the user.
4.
Click the E-mail ID of the user to go to the Edit User page.
To override the parent value:
1.
Click the Override icon.
5-4 Oracle Voicemail & Fax Administrator’s Guide
Adding a Phone Number
2.
Select from the list and click OK.
To inherit the parent value:
■
Click the Inherit icon and click OK.
Note: You can also use the ovfucr modifyaccount command to
change the account preferences.
Changing the Voicemail & Fax Quota
A single quota is set for storage of a user’s e-mail, voicemail, and fax messages and is
determined by the e-mail quota. The Voicemail & Fax Quota adds additional quota to
the e-mail quota to accommodate the extra space that the voicemail and fax messages
may require. This single setting applies to all accounts for the user. The default for the
Voicemail & Fax Quota is the quota that is assigned to the first account that is set up
for the user.
To edit the Voicemail & Fax Quota:
■
Enter the size of the quota, in megabytes, in the Voicemail & Fax Quota field and
click OK.
Adding a Phone Number
You may add a phone number for a user for an existing voicemail account or for a new
voicemail account.
To add a phone number:
1.
In the Phone Numbers table, click Add Phone Number.
2.
On the Add Phone Number page, enter the phone number in the International
Number field and click OK.
The phone number must include the country code, area code
or city code, and local phone number. The phone number must be a
string of numbers with no spaces or other punctuation, for example,
14152927777.
Note:
3.
On the Select Group page, select a group to which you want to assign the phone
number from the Group list, and click OK.
The application returns you to the Edit User page. When a new phone number is
added, the Edit User page for the user is updated as follows:
■
■
If the new phone number belongs to a site for which there is no voicemail
account, a new row with the site and group name is added to the Preferences
table, and a new row is added to the Phone Numbers table. When the phone
number is assigned to a group, it inherits the properties of the group. After the
phone number is created and you are returned to the Edit User page, you can
edit the preferred language, phone access, fax access, and MWI-enabled
properties for the phone number.
If the phone number is added to an existing voicemail account, a row with the
new phone number is added to the Phone Numbers table. However, a new
row is not added to the Preferences table.
Managing Oracle Voicemail & Fax Accounts
5-5
Deleting a Phone Number
Note: You can also use the ovfucr addphonenumber command to
add a phone number.
Deleting a Phone Number
You can delete a phone number for a user if the user has more than one phone number.
You cannot delete a user’s phone number if it is the user’s only phone number
because, by doing so, you will be removing all voicemail and fax services for the user.
You can remove voicemail and fax services for a user only through Oracle Internet
Directory Self-Service Console or by using the ovfucr delete command.
To delete a phone number:
1.
Navigate to the Voicemail & Fax administration page.
2.
Click the Go To Task icon for the Manage Voicemail Accounts task.
3.
Use the Search feature to find the user.
4.
Click the E-mail ID of the user.
5.
In the Phone Numbers section of the Edit User page, click the Remove icon for the
phone number you want to delete.
Note: You can also use the ovfucr deletephonenumber
command to delete a phone number.
Removing Voicemail and Fax Services for a User
You can remove all voicemail and fax services for a user using Oracle Voicemail & Fax
Accounts Manager. Once these services are removed for a user, you will not be able to
reestablish voicemail and fax services for this user from Oracle Enterprise Manager.
Voicemail and fax services can be reestablished only from Oracle Internet Directory
Self-Service Console or using the Accounts Manager tool (ovfucr delete
command), and a new phone number must be assigned to the user. You can
temporarily remove voicemail or fax services for a user by following the procedure in
"Changing Voicemail Account Preferences" on page 5-4 and editing a user’s voicemail
account preferences.
Removing the voicemail and fax services for a user does not delete the user. You can
delete a user only from the Self-Service Console. Removing voicemail and fax access
for a user makes the phone number available for reassignment to another user.
Oracle Voicemail & Fax Accounts Manager Tool
The Oracle Voicemail & Fax Accounts Manager tool is a command-line utility that you
can use to create and manage your voicemail accounts. You can use the command to
do the following:
■
Create a voicemail account for a user.
■
Bulk provision users for voicemail access.
■
Add or delete a phone number.
■
Modify the properties of a voicemail account.
■
Replace a phone number with a different phone number.
5-6 Oracle Voicemail & Fax Administrator’s Guide
Oracle Voicemail & Fax Accounts Manager Tool
■
Delete a voicemail account.
■
Move a voicemail account to a different group.
■
Display a list of supported languages for voicemail prompts.
■
Generate an initial password for a voicemail account and send an e-mail to the
user with the password information.
The Oracle Voicemail & Fax Accounts Manager tool can be found in the following
location:
%ORACLE_HOME%\um\scripts
Enter ovfucr at the command line to display the syntax for the Accounts Manager
commands.
Phone Number Format
Phone numbers in Oracle Voicemail & Fax must be in international format—that is,
they are expressed as a string of digits (0–9), with no spaces or punctuation. The phone
number must include the country code, city code or area code, and local phone
number. For example, the United States phone number 1 (415) 292-7777 expressed in
international format is: 14152927777.
ovfucr addphonenumber
Adds a phone number for an existing voicemail user.
Syntax
ovfucr addphonenumber emailaddress phonenumber [groupname]
Parameters
■
emailaddress – E-mail account for which the phone number is being added.
Include the domain of the e-mail address, for example, john.doe@acme.com.
■
■
phonenumber – Phone number of the voicemail account, in international format.
groupname – Name of the group to which the phone number is assigned. Use the
fully qualified group name, for example, marketing.us.acme.com.
Comments
Use the ovfucr addphonenumber command to add another phone number for a
voicemail user who already has a phone number. If you are creating a voicemail
account for the first time for a user, use the ovfucr create command.
When you add a phone number for an existing voicemail user, the phone number can
be added to a site where the user already has an account or to a site where the user
does not have an account.
Each phone number belongs to a particular site. Use the groupname parameter to
assign the phone number to this site or to a group that is a child of the site. These are
the only valid groups to which the phone number can be assigned.
Examples
ovfucr addphonenumber johndoe@acme.com 14152927777
marketing.us.acme.com
Managing Oracle Voicemail & Fax Accounts
5-7
Oracle Voicemail & Fax Accounts Manager Tool
ovfucr create
Creates the first voicemail account for an e-mail user.
Syntax
ovfucr create emailaddress phonenumber password [groupname]| inputfile
Parameters
■
emailaddress – E-mail account of the user for whom the voicemail account is
being created. Include the domain of the e-mail address, for example,
john.doe@acme.com.
■
phonenumber – Phone number assigned to the voicemail account, in international
format.
■
password – Password of the voicemail account.
■
groupname – Name of the group to which the phone number is assigned.
■
inputfile – Name of the file used to create multiple voicemail users at the same
time.
Comments
The user and the user’s e-mail account must already be created before you use
ovfucr create command. You may create the user and e-mail account using the
Oracle Internet Directory Self-Service Console. Alternatively, you may use the oesucr
command-line tool to create an e-mail account for an existing user.
Note: See Chapter 4, "Managing Oracle Collaboration Suite Users
and Groups," in Oracle Collaboration Suite Administrator's Guide for
information on using the Self-Service Console. See "oesucr" in
Appendix D of Oracle Mail Administrator's Guide for more information
on this command-line tool.
Use the ovfucr create command to enable voicemail access for a user who does
not currently have voicemail access. If the user is already enabled for voicemail access,
that is, the user has at least one voicemail account, and you are adding another phone
number for this user, use ovfucr addphonenumber command instead.
If you do not specify a group, the Accounts Manager tool assigns the voicemail user to
the site to which the phone number belongs. If there are invalid entries in the file, the
tool returns an error for those entries.
You may enable access to an individual user by specifying the parameters at the
command line, or you can bulk provision users by specifying a file containing the
required parameters. Each entry appears on a separate line in the text file, and the
entries must be in the following format:
emailaddress:phonenumber:password[:groupname]
emailaddress:phonenumber:password[:groupname]
emailaddress:phonenumber:password[:groupname] ...
Examples
ovfucr create johndoe@acme.com 14152927777 welcome
5-8 Oracle Voicemail & Fax Administrator’s Guide
Oracle Voicemail & Fax Accounts Manager Tool
ovfucr delete
Deletes a voicemail account.
Syntax
ovfucr delete -emailaddress emailaddress [-group groupname] | -filename inputfile
Parameters
■
–emailaddress emailaddress – E-mail account of the user for whom the
voicemail account is being deleted. Include the domain of the e-mail address, for
example, john.doe@acme.com.
■
–group groupname – Name of the group to which the phone number is assigned.
■
–filename inputfile – Name of the file used to delete voicemail users in bulk.
Comments
Use the ovfucr delete command to delete the voicemail account for a user. When a
voicemail account is deleted, the user’s account preferences are deleted, and any
voicemail messages that are in the user’s Inbox are saved. Once the account is deleted,
the user will not be able to receive any new voicemail messages. If the user is later
reprovisioned for voicemail access, he or she will be able to access the saved voicemail
messages.
If you do not specify a group, the Accounts Manager tool deletes all voicemail
accounts for the specified user. If the user has multiple voicemail accounts, and you
want to delete a specific account, then you must specify the groupname parameter. If
there are invalid entries in the file, the tool returns an error for those entries.
You may delete an individual user by specifying the parameters at the command line
or you can delete all the users at one time by specifying a file containing the required
parameters. Each entry appears on a separate line in the text file, and the entries must
be in the following format:
emailaddress:phonenumber:password[:groupname]
emailaddress:phonenumber:password[:groupname]
emailaddress:phonenumber:password[:groupname] ...
ovfucr deletephonenumber
Deletes a phone number for a voicemail user.
Syntax
ovfucr deletephonenumber emailaddress phonenumber
Parameters
■
emailaddress – E-mail account of the voicemail user. Include the domain of the
e-mail address, for example, john.doe@acme.com.
■
phonenumber – Phone number that is being deleted. Specify the phone number in
international format.
Comments
This command can be used only if the user’s voicemail account has more than one
phone number. You cannot delete a phone number if there is the only one phone
number in the voicemail account. You can delete an account with a single phone
number using the ovfucr delete command.
Managing Oracle Voicemail & Fax Accounts
5-9
Oracle Voicemail & Fax Accounts Manager Tool
Examples
ovfucr deletephonenumber johndoe@acme.com 14152927777
ovfucr displaylanguagelist
Displays a list of the languages and language codes for the supported Oracle
Voicemail & Fax languages.
Syntax
ovfucr displaylanguagelist
Comments
Use the ovfucr displaylanguagelist command to display the language codes for
the languages supported by Oracle Voicemail & Fax. These codes are used to specify
the locale or language in the ovfucr modifyaccount, and ivrman deployment
commands.
ovfucr generatepassword
Generates the initial password for a new voicemail user and sends an e-mail that
contains the password to the user.
Syntax
ovfucr generatepassword {emailaddress telephonenumber | inputfile}
telephoneaccessnumber numdigitsofpassword smtphost
Parameters
■
emailaddress – E-mail address of the user for whom the password is being
generated.
■
■
■
■
■
telephonenumber – Phone number of the user. Specify the phone number in
international format.
inputfile – Name of the file used to generate passwords and send e-mails to the
users.
telephoneaccessnumber – Phone number that the user will use to access the
voicemail system.
numdigitsofpassword – Number of digits in the generated password.
smtphost – Name of the host where the SMTP process is run; generally, this is the
host where the Oracle Mail Server is run. Use the fully qualified name of the host,
for example, prod11.us.acme.com.
Comments
Before you can use the ovfucr generatepassword command, the user must
already be created and provisioned for e-mail.
The ovfucr generatepassword command generates a random password for the
voicemail account specified with the telephonenumber parameter. The
numdigitsofpassword parameter sets the number of digits in this password. It
sends an e-mail to the user, specified by the emailaddress parameter, with this
initial password and the phone number that the user uses to access the voicemail
system, as specified by the telephoneaccessnumber parameter.
5-10 Oracle Voicemail & Fax Administrator’s Guide
Oracle Voicemail & Fax Accounts Manager Tool
You may generate a password for an individual user by specifying the parameters at
the command line, or you can generate passwords, in bulk, by specifying a file
containing the required parameters. Each entry appears on a separate line in the text
file, and the entries must be in the following format:
emailaddress:telephonenumber
emailaddress:telephonenumber
emailaddress:telephonenumber ...
ovfucr modifyaccount
Modifies the voicemail account including specifying the language of the system
prompts, enabling or disabling access to voicemail and fax, enabling or disabling the
message waiting indicator feature, and changing the group to which the phone
number is assigned.
Syntax
ovfucr modify account emailaddress -group groupname {-voicemailaccess {true |
false} | -faxinaccess {true | false} | -mwienabled {true | false}
|-preferredlanguage lang | -newgroup groupname}
Parameters
■
emailaddress – E-mail account of the user whose voicemail account is being
modified. Include the domain of the e-mail address, for example,
john.doe@acme.com.
■
■
■
■
■
■
-group groupname – Name of the group to which the phone number is assigned.
-voicemailaccess {true | false} – Specifies whether or not the voicemail
feature is enabled; true enables the feature; false disables the feature.
-faxinaccess {true | false} – Specifies whether or not the fax receiving
feature is enabled; true enables the feature; false disables the feature.
-mwienabled {true | false} – Specifies whether or not the message waiting
indicator feature is enabled; true enables the feature; false disables the feature.
-preferredlanguage lang – Specifies the language in which the voicemail
user hears the system prompts. Use the ovfucr displaylanguagelist
command to display a list of the valid codes for the lang parameter.
-newgroup groupname – Specifies the group to which to assign the phone
number. The groupname parameter must be the site to which the phone number
belongs or a group that is a child of the site.
Comments
You may modify one or more account properties at a time. Refer to the examples that
follow.
In most instances, the voicemail user has one phone number and, therefore, has one
voicemail account. In a smaller number of instances, a user may have more than one
phone number. For each site where the voicemail user has a phone number, the user
has a separate voicemail account. For example, if the user has a phone number at Site
A and another phone number at Site B, then the voicemail user has two voicemail
accounts. The properties for each account can be modified separately.
The account being modified is determined with the -group flag.
Managing Oracle Voicemail & Fax Accounts 5-11
Oracle Voicemail & Fax Accounts Manager Tool
All phone numbers for a particular user that belong to the same group share the same
account properties. Modifying the group’s properties changes the properties for all
phone numbers belonging to the user’s account. In the situation where a user has two
or more phone numbers that belong to the same site, there is only one account. The
account properties apply to all phone numbers belonging to that site.
Examples
ovfucr modifyaccount johndoe@acme.com -group
marketing.us.acme.com -preferredlanguage en -newgroup
development.us.marketing.com
ovfucr modifyphonenumber
Replaces an existing phone number with a different phone number.
Syntax
ovfucr modifyphonenumber emailaddress -oldphonenumber phonenumber -newphonenumber
newphonenumber [-newgroup newgroup]
Parameters
■
emailaddress – E-mail account of the user whose phone number is being
replaced with a new phone number. Include the domain of the e-mail address, for
example, john.doe@acme.com.
■
■
■
–oldphonenumber phonenumber – Phone number that is being replaced.
Specify the phone number in international format.
–newphonenumber newphonenumber – New phone number being assigned to
the user. Specify the phone number in international format.
–newgroup newgroup – Group to which the phone number is being assigned. If
newgroup is not specified, the phone number is assigned to the site to which it
belongs.
Comments
If you do not specify the group to which to assign the new phone number, the phone
number is assigned to the site to which the phone number belongs.
ovfucr movegroup
Assigns a voicemail user to a different group. You can move a single voicemail user,
multiple users specified in a text file, or all users belonging to a group.
Syntax
ovfucr movegroup {-emailaddress emailadress | -filename filename | -allusers
oldgroupname} -newgroup newgroup
Parameters
■
–emailaddress emailaddress – E-mail account of the voicemail user. Include
the domain of the e-mail address, for example, john.doe@acme.com.
■
■
–filename filename – Text file specifying the e-mail accounts of the voicemail
users.
–allusers oldgroupname – Moves all voicemail accounts assigned to the
group.
5-12 Oracle Voicemail & Fax Administrator’s Guide
Oracle Voicemail & Fax Accounts Manager Tool
■
–newgroup newgroup – Name of the group to which the voicemail accounts are
moved.
Comments
The ovfucr movegroup command is used to upgrade voicemail users from Oracle
Voicemail & Fax releases 9.0.4 to 10.1.1. In Oracle Voicemail & Fax release 9.0.4,
multiple accounts were not supported. Therefore, if you are moving a single voicemail
user, specifying the user’s e-mail address is sufficient to identify the user’s phone
number and the group to which the number is assigned.
Example
ovfucr john.doe@acme.com hq.marketing.us.acme.com
Managing Oracle Voicemail & Fax Accounts 5-13
Oracle Voicemail & Fax Accounts Manager Tool
5-14 Oracle Voicemail & Fax Administrator’s Guide
6
Managing Oracle Voicemail & Fax
This chapter describes how to manage Oracle Voicemail & Fax processes across the
enterprise, from a single Applications Tier, and using command-line tools.
This chapter discusses the following topics:
■
Managing the Oracle Voicemail & Fax Components on page 6-1
■
Managing Processes Across the Enterprise on page 6-2
■
Managing Processes on a Single Applications Tier on page 6-3
See Also: Note 416319.1 on http://www.metalink.com for
information discovered after this document was published.
Managing the Oracle Voicemail & Fax Components
You can start, stop, restart, and reload any component of the Oracle Voicemail & Fax
system. The following describes the results of each of these actions:
■
■
■
■
Start — Starts all enabled, stopped services that are direct or indirect members of
the component.
Stop — Stops all enabled, running services that are direct or indirect members of
the component.
Restart — Restarts all enabled, running services that are direct or indirect
members of the component.
Reload — Reinitializes all enabled services that are direct or indirect members of
this component without restarting the services. Service reinitialization includes
reloading all service-specific configurations stored in Oracle Internet Directory
and, for certain services, includes reestablishing connections to the Telephony
Server. The database connection information is not reloaded. It is refreshed only
when a service is restarted.
You can use the following tools to manage your Oracle Voicemail & Fax components:
■
■
■
Enterprise Manager Grid Control – a Web-based tool that consolidates
management of all Oracle Voicemail & Fax installations in one location
opmnctl – a command-line tool to manage processes on a particular Applications
tier in the Oracle Voicemail & Fax installation
Application Server Control for Collaboration Suite – a Web-based tool for
managing a specific Applications tier
Managing Oracle Voicemail & Fax
6-1
Managing Processes Across the Enterprise
Enterprise Manager Grid Control gives you systemwide management capabilities,
allowing you to manage not only all Oracle Voicemail & Fax components in your
Oracle environment, but your application servers and databases as well. The opmnctl
command-line tool allows you to manage the Voicemail & Fax Application and its
processes on a specific Applications tier, and Application Server Control for
Collaboration Suite allows you to stop or start the Voicemail & Fax Application on a
specific Applications tier.
Managing Processes Across the Enterprise
Using Enterprise Manager Grid Control, you can manage the processes for any Oracle
Voicemail & Fax component in your enterprise. You can start, stop, restart, and reload
any component in the hierarchy. When you do this, you also execute the same
command on any of the subcomponents. The following illustrates how the Start
command works when it is executed at different levels in the hierarchy:
■
■
■
■
If you start the Voicemail & Fax component, this starts all PBX-Application
Clusters, all Voicemail & Fax Applications, and all enabled services in the Oracle
Voicemail & Fax system.
If you start a PBX-Application Cluster, then only those Voicemail & Fax
Applications that belong to the PBX-Application Cluster are started, and any
enabled services associated with these applications are started.
If you start a specific Voicemail & Fax Application, then only the enabled services
associated with this particular application are started.
If you start a particular service, then only that one service is started.
The Grid Control tool makes it easy to manage the Oracle Voicemail & Fax
components from any of the pages. Navigate to any page for a Voicemail & Fax group,
PBX-Application Cluster, or Voicemail & Fax Application where you find a
Components table at the bottom of the page. From where you are in the hierarchy, you
can execute a command on the topmost component. For example, if you navigate to
the PBX-Application Cluster, you can select the cluster and click Stop. Or you can
expand the hierarchy to reveal the subcomponents and execute a command on a
subcomponent. For example, from the PBX-Application Cluster level, you can expand
the hierarchy to reveal all Voicemail & Fax Applications that belong to the
PBX-Application Cluster. You can then select a Voicemail & Fax Application and start
only that application and its subcomponents.
To manage the Oracle Voicemail & Fax components:
1.
Navigate to the home page for the Voicemail & Fax group.
2.
Scroll down to the Components table.
3.
To view all subcomponents of the Voicemail & Fax group, click Expand All.
4.
Select the components that you want to start or stop.
5.
Click Start, Stop, Restart, or Reload.
There are two ways to manage the individual services, such as the Recording Service
or the Routing Service. You can either use the Components table at one of the levels
above the service in the hierarchy (that is, Voicemail & Fax, PBX-Application Cluster,
or Voicemail & Fax Application). Alternatively, you can navigate to the home page for
the service. In the upper left-hand side of the home page, in the General section, you
can click one of the buttons (Start, Stop, Restart, Reload) for the desired action.
6-2 Oracle Voicemail & Fax Administrator’s Guide
Managing Processes on a Single Applications Tier
Managing Processes on a Single Applications Tier
You can manage processes on a single Applications tier using the opmnctl
command-line tool or using the Application Server Control for Collaboration Suite.
Managing Processes Using opmnctl
You can use the opmnctl command to manage Oracle Voicemail & Fax processes on
the Applications tier from which you execute the command.
To list the status of all processes managed by opmnctl, use the following command:
%ORACLE_HOME%\opmn\bin\opmnctl status
Managing an Oracle Voicemail & Fax Component
To start, stop, reload, or restart any Oracle Voicemail & Fax component, execute the
commands in Table 6–1.
Table 6–1
Commands Used to Manage the Voicemail & Fax Application
To
Execute this command
start
%ORACLE_HOME%\opmn\bin\opmnctl startproc
ias-component=VoicemailFaxApplication
stop
%ORACLE_HOME%\opmn\bin\opmnctl stopproc
ias-component=VoicemailFaxApplication
reload
%ORACLE_HOME%\opmn\bin\opmnctl stopproc
ias-component=VoicemailFaxApplication OVFRefresh=true
restart
%ORACLE_HOME%\opmn\bin\opmnctl restartproc
ias-component=VoicemailFaxApplication
You use the opmnctl restartproc command when you
want to reload or restart the services. If you want to refresh the
processes and re-create the threads, as needed, without terminating
any ongoing transactions, you must specify OVRRefresh=true.
Note:
Managing the Voicemail & Fax Application Services
As of version 10.1.2.4.1 of Oracle Voicemail & Fax, TelephonyMonitorService
must be started before all other processes. The opmnctl startall command (listed
in the following table) does this automatically.
To start, stop, reload, or restart a service of the Voicemail & Fax Application, execute
the commands in Table 6–2.
Table 6–2
Commands Used to Manage Voicemail & Fax Application Services
To
Execute this command
start
all
%ORACLE_HOME%\opmn\bin\opmnctl startall
Note: As of version 10.1.2.4.1, TelephonyMonitorService must be started before
all other processes. opmnctl startall does this automatically.
start
%ORACLE_HOME%\opmn\bin\opmnctl startproc process-type=service_
name
stop
%ORACLE_HOME%\opmn\bin\opmnctl stopproc process-type= service_
name
Managing Oracle Voicemail & Fax
6-3
Managing Processes on a Single Applications Tier
Table 6–2 (Cont.) Commands Used to Manage Voicemail & Fax Application Services
To
Execute this command
reload %ORACLE_HOME%\opmn\bin\opmnctl restartproc process-type=service_
name OVFRefresh=true
restart %ORACLE_HOME%\opmn\bin\opmnctl restartproc process-type=service_
name
Oracle Voicemail & Fax Process Type IDs
The following are the valid values for the process-type IDs:
■
CallTransferService
■
FaxReceivingService
■
InteractiveVoiceResponseService
■
MessageRecoveryService
■
MsgDeliveryMonitorService
■
MWIService
■
RecordingService
■
RetrievalService
■
RoutingService
■
TelephonyMonitorService
Note:
The values for the process-type IDs are case-sensitive.
The Start and Restart commands can be executed on both enabled and disabled
services.
The opmnctl restartproc command is used to reload and restart the services. If
you want to refresh the processes and re-create the threads, as needed, without
terminating any ongoing transactions, you must specify OVRRefresh=true.
Managing All Host Processes
To start, stop, or shut down opmn and all managed processes on the host, use the
following commands:
%ORACLE_HOME%\opmn\bin\opmnctl startall
%ORACLE_HOME%\opmn\bin\opmnctl stopall
%ORACLE_HOME%\opmn\bin\opmnctl shutdown
The stopall and shutdown commands are identical. Both commands cause opmn
and all processes to stop.
For more information on opmnctl, see Oracle Process Manager and Notification Server
Administrator’s Guide.
Managing Processes Using Application Server Control for Collaboration Suite
From the Application Server Control for Collaboration Suite you can only start the
Voicemail & Fax Application. You cannot manage the individual services. You must
6-4 Oracle Voicemail & Fax Administrator’s Guide
Managing Processes on a Single Applications Tier
use either Enterprise Manager Grid Control or the opmnctl command to start, stop,
or reload the services.
To start or stop the Voicemail & Fax Application:
1.
Log in to the Application Server Control for Collaboration Suite.
2.
Navigate to the home page.
3.
In the System Components section select the Voicemail & Fax Application and
click Start, Stop, Restart, or Reload.
Managing Oracle Voicemail & Fax
6-5
Managing Processes on a Single Applications Tier
6-6 Oracle Voicemail & Fax Administrator’s Guide
7
Administering Voicemail & Fax
This chapter discusses the following topics:
■
Administering PBX-Application Clusters on page 7-1
■
Securing Oracle Voicemail & Fax on page 7-3
■
Customizing Oracle Voicemail & Fax Menus on page 7-5
■
Message Waiting Indicator Feature on page 7-8
■
Deleting Records from the Metrics Table on page 7-9
See Also: Note 416319.1 on http://www.metalink.com for
information discovered after this document was published.
Administering PBX-Application Clusters
This section covers the following topics:
■
Associating a Voicemail & Fax Application with a PBX
■
Creating a PBX-Application Cluster
■
Deleting a PBX-Application Cluster
Associating a Voicemail & Fax Application with a PBX
When you installed Oracle Voicemail & Fax, you were prompted to specify the
PBX-Application Cluster that is associated with the application. After installation, you
can navigate to the administration page (Figure 7–1) for the Voicemail & Fax
Application and change this specification by selecting another PBX-Application
Cluster from the list. This parameter associates the actual Voicemail & Fax Server with
a specific PBX. Therefore, when you change this parameter, you also need to change
the physical connections that connect the PBX to the Voicemail & Fax Server.
To associate a Voicemail & Fax Application with a PBX:
1.
Navigate to the home page for the Voicemail & Fax group.
2.
In the Components table, click Expand All to expand the hierarchy.
3.
Click the link for the Voicemail & Fax Application.
4.
Click the Administration tab.
5.
Scroll down the page to the PBX-Application Cluster parameter.
Administering Voicemail & Fax
7-1
Administering PBX-Application Clusters
The PBX-Application Cluster that is currently associated with the application is
displayed in the list.
6.
Select the new PBX-Application Cluster that you want to associate with this
application from the list, and click Apply.
A Confirmation page appears asking you to confirm the change.
7.
Click Yes.
Figure 7–1 Voicemail & Fax Application Administration Page
Creating a PBX-Application Cluster
When you first install Oracle Voicemail & Fax, you create a new PBX-Application
Cluster with which the Voicemail & Fax Application is associated. If you later decide
to add a PBX-Application Cluster, you may create your PBX-Application Clusters in
Oracle Enterprise Manager. Once you have created a new PBX-Application Cluster,
you can reassociate an existing Voicemail & Fax Application with the new
PBX-Application Cluster. This is done on the administration page for the Voicemail &
Fax Application.
To create a PBX-Application Cluster:
7-2 Oracle Voicemail & Fax Administrator’s Guide
Securing Oracle Voicemail & Fax
1.
Navigate to the administration page for the Voicemail & Fax group.
2.
Click the link for the Create PBX-Application Cluster task.
3.
Edit the parameters and click OK.
4.
On the Confirmation page, click OK.
After you have created a PBX-Application Cluster, you may later decide that you want
to change the parameter values. To edit the parameters, navigate to the administration
page for the PBX-Application Cluster.
Deleting a PBX-Application Cluster
If you have a PBX-Application Cluster that is no longer associated with a Voicemail &
Fax Application, for example, a PBX-Application Cluster that you created to test your
system, you need to delete it. If you do not, the Voicemail & Fax group page will show
the Recording, Retrieval, and Inbound Fax features with a status of down because the
test PBX-Application Cluster does not have a Voicemail & Fax Application associated
with it.
To delete a PBX-Application Cluster:
1.
Navigate to the Enterprise Manager Grid Control home page.
2.
In the Target Search section of the page, select PBX-Application Cluster from the
Search list and click Go.
3.
From the All Targets list, select the PBX-Application Cluster you want to delete
and click Remove.
A Warning message appears asking you to confirm the removal of the
PBX-Application Cluster.
4.
Click Yes.
Securing Oracle Voicemail & Fax
Oracle Voicemail & Fax can be secured in the following ways:
■
Securing Oracle Voicemail & Fax Connections
■
Setting Preferred Credentials
■
Changing Passwords
Securing Oracle Voicemail & Fax Connections
You can secure Oracle Voicemail & Fax connections by encrypting all connections to
the Oracle Collaboration Suite Database and by using Secure Sockets Layer (SSL)
connections.
See Oracle Collaboration Suite Security Guide for information on configuring Oracle
Voicemail & Fax to use SSL connections.
Setting Preferred Credentials
Preferred credentials simplify access to managed targets by storing target login
credentials in the Management Repository. With preferred credentials, users can access
Oracle Enterprise Manager targets, such as Oracle Voicemail & Fax targets, that
recognize those credentials without being prompted to log in to the target. Preferred
Administering Voicemail & Fax
7-3
Securing Oracle Voicemail & Fax
credentials can be set for all users, for selected users, or for an individual user as
described in the following sections.
Setting Preferred Credentials for All Users
From Oracle Enterprise Manager, you can set the preferred credentials used by all
users to access any Oracle Voicemail & Fax target. Once set, the individual users will
have access to Oracle Internet Directory using these credentials.
1.
From Oracle Enterprise Manager, navigate to the Voicemail & Fax group
administration page.
2.
In the task list, click the Go To Task icon for the Set Preferred Credentials task.
3.
Specify the users for whom you want to provide preferred credentials by moving
the users to the Selected Users list.
4.
Enter the user name and password and click OK.
Setting Preferred Credentials for Selected Users
You can specify preferred credentials for a selected group of users for a specific Oracle
Voicemail & Fax target.
1.
From Oracle Enterprise Manager, navigate to the Voicemail & Fax group
administration page.
2.
In the task list, click the Go To Task icon for the Set Preferred Credentials task.
3.
Specify the users for whom you want to provide preferred credentials by moving
the users to the Selected Users list.
4.
Enter the user name and password and click OK.
Setting Preferred Credentials for Yourself
From Oracle Enterprise Manager, you can set the preferred credentials to use any
Voicemail & Fax target. These credentials will apply only to you.
1.
Log in to Oracle Enterprise Manager.
2.
Click the Preferences global link in the upper right-hand corner of the page.
3.
In the Preferences menu, click Preferred Credentials.
4.
Click Set Credentials for the Voicemail & Fax target.
5.
In the Target Credentials list, enter the user name and password for each Voicemail
& Fax target.
6.
Click Apply.
Changing Passwords
User names and passwords provide some measure of security when applications
connect to the Oracle Collaboration Suite Database. For example, the Voicemail & Fax
Application requires a user name and password in order to connect to the Oracle
Collaboration Suite Database. In addition, the Message Delivery Service requires a
separate user name and password to connect to the database. When you install Oracle
Voicemail & Fax, you are prompted to provide passwords for these user names. The
Voicemail & Fax Application uses the um user ID and password and the Message
Delivery Service uses the ovfmetrics user ID and password. If, for some reason, you
need to change a password for these users in the database, you must also update the
client applications that connect to the database with the new password.
7-4 Oracle Voicemail & Fax Administrator’s Guide
Customizing Oracle Voicemail & Fax Menus
To change the application password:
1.
Navigate to the Voicemail & Fax group administration page.
2.
Open the Manage Collaboration Suite Databases task and find the Set Application
Password task. Click the Go To Task icon.
3.
Select the database for which you want to set the password from the Collaboration
Suite Database list, and click Continue.
4.
On the Set Application Password: Set Password page, enter the old password, and
enter the new password twice, and click OK.
The application returns a message confirming that the password has been
successfully changed and gives a list of the hosts that need to be restarted.
To change the metrics password:
1.
Navigate to the Voicemail & Fax group administration page.
2.
Open the Manage Collaboration Suite Databases task and find the Set Metrics
Password task. Click the Go To Task icon.
3.
Select the database for which you want to set the password from the Collaboration
Suite Database list, and click Continue.
4.
On the Set Metrics Password: Set Password page, enter the old password, and
enter the new password twice, and click OK.
The application returns a message confirming that the password has been
successfully changed and gives a list of the hosts that need to be restarted.
After you change the password, you must restart the host of any Voicemail & Fax
Application that accesses this Oracle Collaboration Suite Database. Until the
applications have been updated with the new password, they will not be able to
connect to the database.
Customizing Oracle Voicemail & Fax Menus
When users access their voicemail systems, they are guided through a series of audio
prompts that allow them to listen to their voicemail messages, send and forward
messages, create and activate their personal greetings, and so on. These choices are
grouped into menus, for example, the Retrieval Menu (Figure 8–1 on page 8-2), which
is also known as the Oracle Voicemail & Fax Main Menu. The choices in each menu are
called menu items. For example, in the Oracle Voicemail & Fax Main Menu, there is a
menu item called "Listen to New Voice Mail" that allows users to listen to new
voicemail messages. There is another menu item called "Listen to Saved or Previously
Read Messages" that allows users to listen to saved messages. When users press a key
on the keypad, this results either in an action or they are directed to another menu
with additional options.
Oracle Voicemail & Fax allows you to customize the menu items within a particular
menu. You can do any of the following:
■
Change the key used to initiate a menu item.
For example, you can change the key to trigger the option to listen to new
voicemail messages from 1 to 2.
■
Change the order of the menu items within a menu.
Administering Voicemail & Fax
7-5
Customizing Oracle Voicemail & Fax Menus
For example, the default is to play the prompt to listen to new voicemail messages
before the prompt to listen to saved messages is played. You can reverse this order
so that the prompt to hear saved messages is played first.
Remove a menu item.
■
You can disable any menu item and make it unavailable to your users. For
example, you could prevent users from returning to a previous menu.
The settings for the voicemail menus are maintained in an XML file. To customize the
menu items, this file is edited, and the changes are loaded into the Oracle Internet
Directory server. The changes take effect the next time the processes are refreshed, or
you may manually refresh the processes.
Oracle recommends that you install the same menu for your entire Oracle Voicemail &
Fax system. This simplifies troubleshooting and support. If there are different menus
in the same installation, it is difficult to determine the causes of problems experienced
by users.
The 9.0.4.x menu is not compatible with the 10.1.1 menu.
Therefore, if you customized the 9.0.4.x menu and you are upgrading
to 10.1.1, you will need to edit the 10.1.1 menus.xml file with the
changes that were made to the 9.0.4.x menus.xml file.
Note:
By default, the menus.xml settings apply at the root level. When a user accesses the
voicemail system, Oracle Voicemail & Fax searches the menu definitions in the
following order:
The parent group of the user
■
Oracle Voicemail & Fax first looks for the menu definitions for the parent group of
the user, and, if no definitions are found, it searches the ancestors of the parent
group until it finds the menu definitions.
The site to which the called number belongs
■
If the user is accessing their voicemail from a location outside the Oracle Voicemail
& Fax hierarchy, for example they may be calling into the company headquarters
from home, then the parent group of the user is unknown. In this instance, Oracle
Voicemail & Fax uses the number the user is calling to determine which definitions
to use. It looks for the definitions of the site that the called number belongs to, in
this example, the headquarters site. If no definitions are found, it searches the
site’s ancestors until it finds the menu definitions.
The default group of the PBX serving the site.
■
There are times when it is not possible to determine the site for the called phone
number. In this instance, Oracle Voicemail & Fax uses the menu definitions for the
default PBX serving the site.
The menus.xml File
The voicemail menus are stored in an XML file (menus.xml). The following is an
example of a portion of the menus.xml file.
....
<Menu name="DefaultMenu">
<Menu-Item name="repeatOptions" trigger="9" silent="true" />
7-6 Oracle Voicemail & Fax Administrator’s Guide
Customizing Oracle Voicemail & Fax Menus
<Menu-Item name="sendToOperator" trigger="0" silent="true" />
<Menu-Item name="goToPreviousMenu" trigger="star" silent="true"
/>
</Menu>
<Menu name="ListenToMsgsMenu" super="DefaultMenu">
<Menu-Item name="toDeleteVM" trigger="7" />
<Menu-Item name="toListenToNextVM" trigger="1" />
<Menu-Item name="toRepeatThisVM" trigger="2" />
<Menu-Item name="toReplyToThisVM" trigger="3" />
<Menu-Item name="toForwardThisVM" trigger="4"/>
<Menu-Item name="moreOptions" trigger="8" />
</Menu>
....
The menus.xml file consists of <Menu> and <Menu-Item> tags. For a particular menu,
<Menu>, there are two or more menu items <Menu-item>. Each <Menu-item> tag
has an attribute, trigger, that specifies the key on the telephone keypad to use to
execute a command or to go to another menu. The attribute silent="true" makes a
menu item silent. The attribute trigger="inactive" is a way to inactivate a
previously defined <Menu-Item> in order to reassign it to another action for this
particular menu. For example, typically the asterisk symbol (*) is the trigger for
"goToPreviousMenu." However, during the recording of the voicemail messages and
subsequent validation of send options, you may want to make this option unavailable
to the user because you want to assign the asterisk to trigger canceling this particular
operation.
DefaultMenu is a global menu and the options in this menu are active in all menus.
For example, one of the options is to return to the previous menu, and, by default, this
option is triggered by pressing the asterisk key (*). You can press * from anywhere in
the voicemail system to return to the previous menu. In the <Menu-Item> tags, there
is an attribute, super="DefaultMenu", which specifies it as a global menu.
Editing the menus.xml file
In order to edit the menus.xml file, you should have some basic familiarity with XML
code. The file is located in the following directory:
%ORACLE_HOME%\um\xml
Create a backup copy of menus.xml before editing the file.
Keep the following in mind as you edit the menus.xml file:
■
■
■
■
Do not edit the header information in the file. The header tags are the tags prior to
the <Item Bindings> tag.
The keys used within a menu must be unique. Do not assign the same key to more
than one menu item.
The menu items in DefaultMenu must be set to silent. Removing
silent="true" from the menu items results in an error.
You may change the trigger for the menu items of DefaultMenu. Be aware that if
you assign a key that is assigned in DefaultMenu, for example 9, to a menu item
in another menu, the DefaultMenu option is overridden. For example, assume
Administering Voicemail & Fax
7-7
Message Waiting Indicator Feature
that 9 in DefaultMenu repeats the menu option. Assume that you the assign 9 to
the option to listen to new voicemail messages in RetrievalMainMenu. When
your users are at RetrievalMainMenu, pressing 9 allows them to listen to new
voicemail messages, but they will not be able to repeat the menu options.
■
■
Do not modify CustomMenu, which is required for the auto attendant feature.
Although you can change the order of menu items within a menu, you cannot
change the order in which the menus are presented to users.
Loading the menus.xml file
When you load the menus.xml file, all the sound files for the over 25 supported
languages are loaded. Therefore, depending on the speed of Oracle Internet Directory,
this process may take 30 minutes or longer.
To load the menus.xml file, execute the following command:
C:\%ORACLE_HOME%\um\scripts> promptsmenu.bat C:\%ORACLE_HOME%
Message Waiting Indicator Feature
The message waiting indicator (MWI) is a cue to the user that there is a new voicemail
message. This could be a light on the phone set that is turned on, a stuttering tone that
the user hears when he or she picks up the receiver, or, on SIP phones, an icon.
When a caller leaves a voicemail message for the user, the following occurs:
1.
The voicemail message is stored in the Oracle Collaboration Suite Database.
2.
The SMTP process in Oracle Mail delivers the voicemail message to the user’s
Inbox.
3.
If this is the first new voicemail message for the user, the message waiting
indicator receives a trigger from the database for this user to turn on message
waiting.
4.
The MWI Service tells the PBX phone number for which the PBX needs to turn
message waiting on.
The message waiting indicator is triggered only with the first new voicemail message,
and message waiting is turned on. If the user receives additional new messages, the
message waiting indicator does not get triggered. Message waiting remains turned on
until the last unread message is read. At that point, the mail process sends a trigger to
the message waiting indicator to turn message off waiting.
MWI is configurable at the group level and at the individual user level. Disabling this
feature means that no MWI message will be sent to the PBX for these users. For MWI
to work, the SIP Server address must be set correctly at the global properties or PBX
level.
To modify the MWI feature for a specific user:
1.
Navigate to the Voicemail & Fax administration page.
2.
Find the Manage Voicemail Accounts task. Click the Go To Task icon for this task.
3.
Select the user from the list and click Edit.
4.
In the Preferences table, change the setting for MWI Enabled by selecting True or
False from the list.
7-8 Oracle Voicemail & Fax Administrator’s Guide
Deleting Records from the Metrics Table
If you do not see a list, you must first click the Override button above the list so
that you can set this feature locally.
5.
Click OK.
To modify the MWI feature for a group of users:
1.
Navigate to the Voicemail & Fax administration page.
2.
Find the Manage Groups and Sites tasks in the Task list. Click the Go To List icon
for this task.
3.
Select the group and click Edit.
4.
In the General section, find Message Waiting Indicator Notification and select
Enabled or Disabled from the list.
If you do not see a list, you must first click the Override button next to the list so
that you can set this feature locally.
5.
Click OK.
Deleting Records from the Metrics Table
The Message Delivery Monitor Service monitors the length of time it takes to deliver
test messages to test accounts on the Oracle Collaboration Suite Databases. This data is
stored in the Metrics table and is used to calculate the Message Delivery Monitor Time
metrics on the Performance and All Metrics pages. The Metrics table periodically
needs to be cleared of all data so that the table does not fill up, at which point, it would
not be able to collect more data. During installation of Oracle Voicemail & Fax, a job is
created that periodically clears the data from the Metrics table. If an error occurs
during the installation, this job may not get started. Or, if this job is stopped, for
example, during database maintenance, you will need to manually restart the job. If
you need to manually perform this job, execute the following command:
C:\msgDelivery_cleanup.sh Oracle_home_path ovfmetrics_user_
password log_file_path
Table 7–1 describes the parameters.
Table 7–1
Description of msgDelivery_cleanup.sh Parameters
Parameter
Description
Oracle_home_path
Location of the Oracle home directory
ovfmetrics_user_password
Password for the ovfmetrics user
log_file_path
Path to the Message Delivery Monitor log file
Administering Voicemail & Fax
7-9
Deleting Records from the Metrics Table
7-10 Oracle Voicemail & Fax Administrator’s Guide
8
Voicemail & Fax End User Interface
This chapter discusses the Oracle Voicemail & Fax Telephone User Interface (TUI) and
the e-mail client interfaces in the following topics:
■
Oracle Voicemail & Fax End-User Documentation on page 8-1
■
Voicemail Message Formats on page 8-2
■
Telephone User Interface on page 8-2
■
Language Support on page 8-3
■
Oracle Voicemail & Fax Greetings on page 8-3
■
How Voicemail Messages Are Handled in the Interfaces on page 8-4
■
Setting End-User Preferences on page 8-4
■
Sending Voicemail to Distribution Lists on page 8-5
See Also: Note 416319.1 on http://www.metalink.com for
information discovered after this document was published.
Oracle Voicemail & Fax End-User Documentation
End-user information on using Oracle Voicemail & Fax can be found in the End-User
Documentation Portal. The End-User Documentation Portal is a set of customizable
HTML pages that provide an overview of Oracle Collaboration Suite clients,
installation and configuration information, as well as information on using the clients.
The End-User Documentation Portal also includes links to the FAQ & Troubleshooting
site on the Oracle Technology Network (OTN) and to Oracle Collaboration Suite
tutorials.
A number of components, such as Oracle Collaboration Suite 10g Mobile Data Sync,
require frequent device certification updates. In such cases, the End-User
Documentation Portal provides getting started information for these components and
links to OTN for device certification and configuration information.
Administrators can easily host the End-User Documentation Portal. The default
content can be customized for a particular site, adding, removing, and editing content
as necessary.
The End-User Documentation Portal is included with the software installation CD as a
ZIP file. For information on installing the End-User Documentation Portal, see Oracle
Voicemail & Fax and Oracle Web Conferencing Conversion Servers Installation and Upgrade
Guide. For information about deploying the End-User Documentation Portal, see
Voicemail & Fax End User Interface 8-1
Voicemail Message Formats
‘"Managing the Oracle Collaboration Suite End-User Documentation Portal" in
Chapter 5 of Oracle Collaboration Suite Administrator's Guide.
Voicemail Message Formats
Voicemail messages are saved, by default, as WAVE files. Your voicemail users must
use a media player that can play WAVE files to listen to the WAVE file attachments, for
example, Windows Media Player or RealPlayer.
The message coder type is the compression algorithm used to compress voicemail
messages. By default, this is set to 64 kilobits per second (8 kilohertz), 8 bit linear PCM
for voicemail messages.
Caution: Do not change the setting for Message Coder Type. Other
settings require a custom media player, which is not supported. If this
setting is changed, users will not be able to hear their voicemail
messages through any of the e-mail clients.
Voicemail greetings recorded by the user use the compression algorithm specified by
the Greeting Coder Type parameter. By default, this is set to 24 kilobits ADPCM for the
optimal compression and sound quality. You can change this setting to reduce storage
requirements in Oracle directory server. See "Editing Group or Site Parameters" on
page 4-7 for more information on changing this setting.
Telephone User Interface
Figure 8–1 shows the four menus and the main options of the telephone user interface
(TUI).
Figure 8–1 Oracle Voicemail & Fax Main Menu
Figure 8–2 shows, in greater detail, the options of the Set Greetings or Change Personal
Options Menu.
8-2 Oracle Voicemail & Fax Administrator’s Guide
Oracle Voicemail & Fax Greetings
Figure 8–2 Set Greetings or Change Personal Options Menu
Language Support
Oracle Voicemail & Fax provides prompts in more than 25 different languages,
including American English, Arabic, Brazilian Portuguese, British English, Czech,
Danish, Dutch, Finnish, French, German, Greek, Hungarian, Italian, Japanese, Korean,
Mandarin-Chinese, Mandarin-Taiwanese, Norwegian, Polish, Portuguese, Romanian,
Russian, Setswana, Spanish, Swedish, and Turkish. When you install Oracle Voicemail
& Fax, the sound files for all supported languages are automatically installed. The
default language in which the system prompts are played is American English.
You can configure the system language prompts for all users belonging to a group or
site using the Preferred Language parameter. (See"Editing Group or Site Parameters"
on page 4-7 for information on setting the Preferred Language parameter.) You can
configure the language prompts for a particular account. (See "Changing Voicemail
Account Preferences" on page 5-4 for more information.) Each Oracle Voicemail & Fax
user can set the language of his or her voicemail prompts from the Voice/Fax
Preferences page of Oracle WebMail, the Voicemail Preferences page of Oracle Web
Access Client, or from Oracle Connector for Outlook.
Oracle Voicemail & Fax Greetings
Oracle Voicemail & Fax allows users to record and store three greetings: a personal
greeting, an alternate greeting, and an extended absence greeting. Once the greeting
has been recorded using the telephone user interface (TUI), the user can activate the
greeting through the TUI or one of the Web clients. Only one greeting can be active at
any time. If the user does not activate one of the personalized greetings, then the
system plays a system greeting.
When a caller is forwarded to the voicemail box of an Oracle Voicemail & Fax user, he
or she will hear one of the following greetings:
■
System Greeting – A prerecorded system greeting is played ("You have reached
name_or_phone_number. Please leave a message at the tone. When you are finished,
hang up or press the pound sign (#) for additional options.") If the Oracle
Voicemail & Fax user has recorded her name, the system plays the recorded name
in this greeting. If the user has not recorded her name, the user’s phone number is
used.
Voicemail & Fax End User Interface 8-3
How Voicemail Messages Are Handled in the Interfaces
■
Personal Greeting – The user records a personalized greeting. An example of a
personal greeting is the following:
"This is John Doe of Oracle. It is Monday, September 13. I am in the office, but I am
currently away from my desk or on another call. Please leave a detailed message
after the tone."
■
Alternate Greeting – The user records an alternate personalized greeting. This
greeting can be used, for example, when the user is away from the office or on
vacation. An example of an alternate greeting is the following:
"This is John Doe of Oracle. I am away from the office on business until Friday,
September 17. I will be checking my messages periodically. Please leave a detailed
message after the tone, and I will get back to you as soon as possible."
■
Extended Absence Greeting – The user records a personalized greeting when he or
she is away for a period of time and will not be checking voicemail messages. This
greeting does not allow the caller to leave a message. An example of an extended
greeting is the following:
"This is John Doe of Oracle. I am on vacation until Friday, September 17. I will not
be checking my voicemail messages. If you need assistance before I return, please
contact Jane Doe at 650 546-8767."
How Voicemail Messages Are Handled in the Interfaces
Because voicemail and e-mail messages are stored in one database and voicemail
messages can be accessed either through the IMAP client or through the telephone
interface, actions taken on the voicemail message through one interface affects its
status in the other interface. When a voicemail message is played over the telephone, it
is moved to the saved message queue in the telephone interface and marked as "Read."
In addition, the voicemail message is marked as "Read" in the user’s Inbox. Likewise,
if the message is played using the e-mail client, the message is moved to the saved
queue in the telephone interface. Therefore, when a user opens a voicemail message
using the e-mail client, the voicemail is considered to be a read message in both
interfaces. This is true even if the user opens the e-mail message but does not actually
listen to the voicemail.
Setting End-User Preferences
Voicemail users can set their preferences through the telephone user interface, from
Oracle WebMail, Oracle Web Access Client, Oracle Connector for Outlook, and in
some instances, using all the interfaces.
Table 8–1
How User Preferences Are Set
Interface Used to Set Preference
User Preference
Telephone
Interface
Oracle
WebMail
Oracle Web
Access
Client
Oracle Connector
for Outlook
Activate a greeting
Yes
Yes
Yes
Yes
Specify preferred language
No
Yes
Yes
Yes
Change password
Yes
Yes
No
Yes
Specify attendant extension
No
Yes
No
Yes
Forward a message
Yes
Yes
No
No
8-4 Oracle Voicemail & Fax Administrator’s Guide
Sending Voicemail to Distribution Lists
Sending Voicemail to Distribution Lists
Oracle Voicemail & Fax makes it easy to send or forward voicemail messages to
multiple users. Other systems require users to tediously enter the extension number of
each person. With Oracle Voicemail & Fax, users create personal distribution lists in
Oracle WebMail for groups of users with whom they commonly need to communicate,
for example, team members, committee members, or friends and family. A list can
include anyone who has an e-mail account—there is no restriction to Oracle
Collaboration Suite users. Users record a message on the telephone, then enter the
number assigned to the distribution list, and the voicemail is automatically sent to all
the users on the list. Recipients who are on the same Oracle Collaboration Suite system
can access the voicemail either through e-mail or through the telephone. Outside
recipients can access the voice message as an e-mail attachment in their own Inbox.
Voicemail & Fax End User Interface 8-5
Sending Voicemail to Distribution Lists
8-6 Oracle Voicemail & Fax Administrator’s Guide
9
Oracle Collaboration Suite Databases
This chapter discusses the following topics:
■
Setting the Parameters for an Oracle Collaboration Suite Database on page 9-1
■
Setting the Connections to an Oracle Collaboration Suite Database on page 9-2
■
Setting the Available Oracle Collaboration Suite Databases on page 9-3
■
Primary Outboxes on page 9-5
■
Setting the Application Password on page 9-6
■
Setting the Metrics Password on page 9-7
See Also: Note 416319.1 on http://www.metalink.com for
information discovered after this document was published.
This chapter discusses how you can configure the Oracle Collaboration Suite
Databases to work with the Voicemail & Fax Applications. You can configure the
following:
■
■
■
■
Passwords – There are two passwords to connect to the Oracle Collaboration Suite
Databases: the application password and the metrics password. These passwords
can be reset as necessary.
Database Connections – For each Oracle Collaboration Suite Database, you can
set the minimum and maximum number of connections between the database and
any Voicemail & Fax Application. Each Voicemail & Fax Application inherits these
defaults, but you can choose to override the defaults for a specific application.
Database Availability – There is flexibility in how you specify the databases that
are available to a Voicemail & Fax Application. By default, all Oracle Collaboration
Suite Databases are set to Global and are available to all Voicemail & Fax
Applications. If you want to restrict the access of a selected Voicemail & Fax
Application to a particular database, you can override the default and specify
which databases are available for the application.
Primary Outboxes – There is one global primary outbox for the entire Voicemail &
Fax installation. However, you can choose to set a different primary outbox for a
particular Voicemail & Fax Application.
Setting the Parameters for an Oracle Collaboration Suite Database
You can set the following parameters for an Oracle Collaboration Suite Database:
Oracle Collaboration Suite Databases
9-1
Setting the Connections to an Oracle Collaboration Suite Database
■
■
The Minimum Collaboration Suite Database Connections and Maximum
Collaboration Suite Database Connections set the connections from the Oracle
Container subsystem to the database.
The Global setting sets the availability of an Oracle Collaboration Suite Database
for the entire Oracle Voicemail & Fax installation.
To set the database parameters:
1.
Navigate to the Voicemail & Fax group administration page.
2.
In the Tasks list, expand the Manage Collaboration Suite Databases task.
3.
Click the Go To Task icon for Set Database Parameters task.
4.
Select the database from the Oracle Collaboration Suite Database list and click
Continue.
5.
Specify the minimum and maximum number of connections between the
Voicemail & Fax Application and this database.
6.
Select Global if you want to make this database available to all Voicemail & Fax
Applications.
You may decide that you want to make an Oracle Collaboration Suite Database
available only to one Voicemail & Fax Application. In this instance, deselect the
Global box for the Oracle Collaboration Suite Database. Then use the Set Voicemail
& Fax Application Service List task to specify access for that particular application.
See "Setting the Available Oracle Collaboration Suite Databases" on page 9-3 for
more information.
7.
Click OK.
Setting the Connections to an Oracle Collaboration Suite Database
The number of Voicemail & Fax Application connections to an Oracle Collaboration
Suite Database can be specified for the database, and the default settings are four
minimum connections and 10 maximum connections from the application to the
database. By default, the Voicemail & Fax Applications inherit these connections
settings. However, you can customize the number of connections from a particular
Voicemail & Fax Application to any database that is available to the application.
The number specified by the Minimum Connections settings indicates the number of
physical connections the application makes to the database. You may want to adjust
the database connection settings if you need to manage your database resources. You
do not have to individually manage the connections from each Voicemail & Fax
Application to an Oracle Collaboration Suite Database. You can set the minimum
number of connections to one, and the maximum number of connections to the largest
number of connections required by any Voicemail & Fax Server. In this way, each
server keeps one connection open at all times. Each server then opens up as many
connections as it requires to handle calls, but no more than is necessary. See "Setting
the Parameters for an Oracle Collaboration Suite Database" on page 9-1 for
information on setting the default connections for a database.
To set the number of connections to the Collaboration Suite Database for a specific
Voicemail & Fax Application:
1.
Navigate to the Voicemail & Fax administration page.
2.
In the Tasks list, expand the Manage Collaboration Suite Databases list.
9-2 Oracle Voicemail & Fax Administrator’s Guide
Setting the Available Oracle Collaboration Suite Databases
3.
Click the Go To Task icon for the Set Voicemail & Fax Application Collaboration
Suite Database Parameters task.
4.
Select the application from the Voicemail & Fax Application list.
5.
Select the database from the Collaboration Suite Database list and click Continue.
The Oracle Collaboration Suite Databases that are currently available to the
selected Voicemail & Fax Application appear in the Collaboration Suite Database
list. If you want to configure connections to an Oracle Collaboration Suite
Database that does not appear in the list, you must first make the database
available to this application. See "Setting the Available Oracle Collaboration Suite
Databases" on page 9-3 for more information on how to make a database available
to an application.
6.
Click Continue.
The page displays the minimum and maximum number of connections from the
Voicemail & Fax Application to the Oracle Collaboration Suite Database. If the
number cannot be edited, then the application is set to use the default. If the
number in the box can be edited, then the connections have been specifically set
for the application.
Click the icon above the box to either use the default or override the default. The
icon toggles between the two options.
7.
To override the default, click the Override icon, enter the number of connections.
8.
To use the default, click the Inherit icon.
9.
Click OK.
Caution: When these parameters are changed, you must restart the
host computer of the Voicemail & Fax Application that accesses this
Oracle Collaboration Suite Database. After you click OK, you will be
given a confirmation message that identifies the host computer that
must be restarted.
Setting the Available Oracle Collaboration Suite Databases
When an Oracle Collaboration Suite Database is installed, by default it is made
globally available to all Voicemail & Fax Applications. And by default, a Voicemail &
Fax Application has access to any globally available database. (See "Setting the
Parameters for an Oracle Collaboration Suite Database" on page 9-1 for information on
setting the Global parameter.) You can override this default and specify a different set
of Oracle Collaboration Suite Databases for this Voicemail & Fax Application. You may
restrict access to an Oracle Collaboration Suite Database that is set to be globally
available or you may enable access to an Oracle Collaboration Suite Database that is
not globally available.
Restricting access to a database is useful when you have multiple Oracle Collaboration
Suite Databases that support users in different geographical regions. For example, you
may have users in New York and Los Angeles. The Inbox of these users are in different
databases, that is, the New York users’ voice messages are stored in a database in New
York, and the Los Angeles users’ voice messages are stored in a database in Los
Angeles. You might want to restrict the access of the Voicemail & Fax Server in New
York to the database in New York. Likewise, you may want to restrict the access of the
server in Los Angeles to the database in Los Angeles. Doing so restricts users’ access to
retrieve messages from a particular database. Note that users are still able to send
Oracle Collaboration Suite Databases
9-3
Setting the Available Oracle Collaboration Suite Databases
voicemail messages to users whose Inboxes reside in other databases. **One of the
disadvantages to restricting access to a database occurs when a user is away from their
office. For example, if a New York user travels to the Los Angeles office, he or she
must dial the New York phone number that is used to access the voicemail system
instead of using the local Los Angeles phone number used to access the system. The
advantage of restricting users to a particular database is that you do not have to
maintain database connections and related database resources to other databases in
the system.
Setting the list of available Oracle Collaboration Suite
Databases for a Voicemail & Fax Application only restricts where the
user can access their voicemail messages. The user can still send
voicemail messages to users residing on other Oracle Collaboration
Suite Databases.
Note:
To set the Oracle Collaboration Suite Databases for a Voicemail & Fax Application:
1.
Navigate to the Voicemail & Fax administration page.
2.
In the Tasks list, expand the Manage Collaboration Suite Databases list.
3.
Click the Go To Task icon for Set Voicemail & Fax Application Service List task.
4.
Select the application from the Voicemail & Fax Application list and click
Continue.
The Set Voicemail & Fax Application Service List: Set Collaboration Suite
Databases page displays the Oracle Collaboration Suite Databases that are
available for the application you selected. If the list is grayed out, then the
application is set to use the default. If the list is not grayed out, then the Oracle
Collaboration Suite Databases have been specifically set for the application.
Click the icon above the box either to use the default or to override the default.
The icon toggles between the Inherit and Override options.
5.
To specify a different set of databases, click the Override icon.
■
■
6.
A list of all Oracle Collaboration Suite Databases appears, including those that
are globally available and those that are not.
Select the Oracle Collaboration Suite Databases from the list that you want to
make available to this Voicemail & Fax Application, and click OK.
To use the default, click the Inherit icon.
The service list displays all Oracle Collaboration Suite Databases that are set to
Global.
If the Voicemail & Fax Application has a local primary outbox,
you must first change the primary outbox and set it to the global
primary outbox. You must do this before you can make any change to
the service list. Once you have updated the service list, you can then
change the primary outbox back to the local setting. See "Setting the
Primary Outbox for a Voicemail & Fax Application" on page 9-6 for
more information on how to change the primary outbox.
Note:
9-4 Oracle Voicemail & Fax Administrator’s Guide
Primary Outboxes
Primary Outboxes
The primary outbox is an Oracle Collaboration Suite Database that functions as an
gateway to all other databases in the Oracle Voicemail & Fax installation. By default,
the first Oracle Collaboration Suite Database that is installed is set as the global
primary outbox for the entire system. You can later configure the global primary
outbox and select another Oracle Collaboration Suite Database. By default, all
voicemail messages are delivered to the global primary outbox. If the voicemail
recipient does not belong to the database specified as the primary outbox, then the
voicemail message is forwarded to the correct database. For the fastest message
delivery time, it is preferable that the primary outbox be the same database where the
user’s voicemail is stored. Therefore, Oracle recommends that you set the global
primary outbox to be the database where the majority of your users’ voicemail
messages are stored. A global primary outbox is set for the system and, by default, this
is inherited by all the Recording Services in the system.
You can set a different primary outbox for a Voicemail & Fax Application. You may
want to do this if a specific Applications tier is configured to support the majority of
users in a specific Oracle Collaboration Suite Database that is different from the one
specified for the global primary outbox. You can override this global setting and
configure the appropriate database as the primary outbox.
If the Recording Service is unable to successfully send the message using the specified
primary outbox, the message is stored on the Telephony Server and sits in a queue
waiting to be processed by the Message Recovery Service. The Message Recovery
Service attempts to connect to all the configured databases for the Voicemail & Fax
Application, instead of using the database specified by the Primary Outbox parameter.
Setting the Global Primary Outbox
When the Oracle Collaboration Suite Databases are created, the first Oracle
Collaboration Suite Database that is created is set as the global primary outbox. The
database you select as the global primary outbox is, by default, the primary outbox for
all Voicemail & Fax Applications. After installation, you can change this global
primary outbox setting and select any other Oracle Collaboration Suite Database in
your system.
To set the global primary outbox:
1.
Navigate to the Voicemail & Fax administration page.
2.
In the Tasks list, expand the Manage Collaboration Suite Databases task.
3.
Click the Go To Task icon for Set Global Primary Outbox to go to the Set Global
Primary Outbox: Select Global Primary Outbox page.
The database that is currently the global primary outbox appears in the
Collaboration Suite Database list.
4.
Select the database you want to set as the global primary outbox from the
Collaboration Suite Database list and click OK.
One of the options in the Collaboration Suite Database list is No Global Primary
Outbox. One way of using this option is if you want to change the availability of an
Oracle Collaboration Suite Database that is currently the global primary outbox. In
order to make it not globally available, you must first remove it as the global primary
outbox and make another selection. If you do not want to select an alternative
database as the global primary outbox, use No Global Primary Outbox.
Oracle Collaboration Suite Databases
9-5
Setting the Application Password
You may specify a different primary outbox for an application. See "Setting the
Primary Outbox for a Voicemail & Fax Application" for more information.
Setting the Primary Outbox for a Voicemail & Fax Application
By default, all Voicemail & Fax Applications use the global primary outbox. You may
either use this inherited value or select another Oracle Collaboration Suite Database as
the primary outbox.
To set the primary outbox:
1.
Navigate to the Voicemail & Fax administration page.
2.
In the Tasks list, expand the Manage Collaboration Suite Databases task.
3.
Click the Go To Task icon for Set Voicemail & Fax Application Primary Outbox.
4.
Select the application from the Voicemail & Fax Application list and click OK.
In the Set Voicemail & Fax Application Primary Outbox: Select Primary Outbox
page, the primary outbox is displayed for the application you selected. The icon to
the left of the named primary outbox indicates whether this setting is inherited,
that is, it is using the global primary outbox setting, or if the primary outbox is
specifically set for this application.
5.
If the primary outbox is inherited and you want to select a different primary
outbox for this application, click the Override icon to the left of the box, and select
another primary outbox from the list.
The list displays the Oracle Collaboration Suite Databases that are available to this
Voicemail & Fax Application. If you want to select an Oracle Collaboration Suite
Database that does not appear in the list, you must first make it available. See
"Setting the Available Oracle Collaboration Suite Databases" on page 9-3 for more
information on making a database available to an application.
6.
If the primary outbox is specified for this Voicemail & Fax Application, and you
want to change this and use the global primary outbox, click the Inherit icon.
7.
Click OK.
Setting the Application Password
The um user ID and password is required to connect from the Voicemail & Fax
Application to the Collaboration Suite Database. This application password is used by
the Oracle Container subsystem and the Message Waiting Indicator (MWI) Service.
When you install Oracle Voicemail & Fax, you are prompted to provide a password for
the um user ID. If, for some reason, you need to change the password or you add
another Oracle Collaboration Suite Database to your installation, you must also update
the Voicemail & Fax Applications that connect to the database with the password.
To set the application password:
1.
Navigate to the Voicemail & Fax group administration page.
2.
In the Tasks list, expand the Manage Collaboration Suite Databases task.
3.
Click the Go To Task icon for the Set Application Password task.
4.
Select the database from the Collaboration Suite Database list and click Continue.
5.
On the Set Application Password: Set Password page, enter the old password, and
enter the new password twice, and click OK.
9-6 Oracle Voicemail & Fax Administrator’s Guide
Setting the Metrics Password
The application returns a message confirming that the password has been
successfully changed, and gives a list of the host computers that must be restarted.
Caution: When the password is changed, you must restart the host
computer of any Voicemail & Fax Application that accesses this Oracle
Collaboration Suite Database. After you click OK, you will be given a
confirmation message that identifies the host computers that must be
restarted.
In addition, you must also update the um password in the Oracle
Collaboration Suite Database. Therefore, the change must be made in
two places—the Voicemail & Fax Applications and the Oracle
Collaboration Suite Database—in order for the new password to take
effect. Until the passwords are synchronized, the Voicemail & Fax
Applications will not be able to connect to the database.
Setting the Metrics Password
The Message Delivery Service uses the ovfmetrics user ID and password to connect
to the Oracle Collaboration Suite Database. When you install Oracle Voicemail & Fax,
you are prompted to provide a password for the ovfmetrics user ID. If, for some
reason, you need to change the password, or you want to add a new Oracle
Collaboration Suite Database to your installation, you must also update the Voicemail
& Fax Applications that connect to the database with this password.
To change the metrics password:
1.
Navigate to the Voicemail & Fax group administration page.
2.
In the Tasks list, expand the Manage Collaboration Suite Databases task.
3.
Click the Go To Task icon for the Set Metrics Password task.
4.
Select the database from the Collaboration Suite Database list and click Continue.
5.
On the Set Metrics Password: Set Password page, enter the old password, enter the
new password twice, and click OK.
The application returns a message confirming that the password has been
successfully changed, and provides a list of the host computers that must be
restarted.
Caution: When the password is changed, you must restart the host
computer of any Voicemail & Fax Application that accesses this Oracle
Collaboration Suite Database. After you click OK, you will be given a
confirmation message that identifies the host computers that must be
restarted.
In addition, you must also update the ovfmetrics password in the
Oracle Collaboration Suite Database. Therefore, the change must be
made in two places—the Voicemail & Fax Applications and the Oracle
Collaboration Suite Database—in order for the new password to take
effect. Until the passwords are synchronized, the Voicemail & Fax
Applications will not be able to connect to the database.
Oracle Collaboration Suite Databases
9-7
Setting the Metrics Password
9-8 Oracle Voicemail & Fax Administrator’s Guide
10
Performance and Monitoring
This chapter discusses the following topics:
■
Monitoring the Overall Status of the Oracle Voicemail & Fax System on page 10-1
■
Monitoring the Major Oracle Voicemail & Fax Features on page 10-2
■
Monitoring User Satisfaction Metrics on page 10-3
■
Monitoring the Telephony Server on page 10-5
■
Monitoring the Number of Active Calls on page 10-5
■
Setting Up Notifications on page 10-5
See Also: Note 416319.1 on http://www.metalink.com for
information discovered after this document was published.
This chapter discusses how to use Oracle Enterprise Manager Grid Control to monitor
the performance of the Oracle Voicemail & Fax system, including the overall status of
the system, the primary Voicemail & Fax features, and different measures of user
satisfaction. It describes how to set up metrics notifications and how to troubleshoot
when metrics reach undesirable levels.
Monitoring the Overall Status of the Oracle Voicemail & Fax System
You can get an overview of the overall status of the Oracle Voicemail & Fax system
from the Voicemail & Fax home page. Refer to the metrics in the General section of the
page.
Use the Status metric to see if any instances of any services are down. Status is Up
when all PBX-Application Clusters are up. If one or more clusters are down, the Status
is Down. For a PBX-Application Cluster to be up, all Voicemail & Fax Applications that
are associated with that PBX-Application Cluster must be up. For a Voicemail & Fax
Application to be up, at least one instance of each service must be up.
The status of the Telephony Server is not included in the Status
metric. Therefore, if the server is down, even though Status may
display Up, there is no functioning Voicemail & Fax Application. To
check the status of the Telephony Server, navigate to the Voicemail &
Fax Application home page.
Note:
Performance and Monitoring 10-1
Monitoring the Major Oracle Voicemail & Fax Features
Monitoring the Major Oracle Voicemail & Fax Features
The Retrieval, Recording, and Inbound Fax metrics monitor the status of the most
important Voicemail & Fax features. To get further metrics details, navigate to the All
Metrics page for the relevant Voicemail & Fax Application.
Voicemail Message Retrieval
The Retrieval metric monitors the services required to retrieve voicemail messages
from the Oracle Collaboration Suite Database. It has a status of Up when all of the
following is true:
■
There are one or more running instances of each of the following services for each
Voicemail & Fax Application for each PBX-Application Cluster: Routing and
Retrieval.
■
The Telephony Server is running.
■
Oracle Internet Directory is running.
■
All Oracle Collaboration Suite Databases are running.
Recording Voicemail Messages
The Recording metric monitors the services required to record voicemail messages. It
has a status of Up when both of the following are true:
■
■
There are one or more running instances of each of the following services for each
Voicemail & Fax Application for each PBX-Application Cluster: Routing and
Recording.
The Telephony Server is running.
Receiving Inbound Faxes
Inbound Fax monitors the services associated with receiving fax messages. It has a
status of Up when both of the following are true:
■
■
There are one or more running instances of each of the following services for each
Voicemail & Fax Application for each PBX-Application Cluster: Routing and Fax
Receiving.
The Telephony Server is running.
Interpreting the Metrics
While the Status metric in the General section monitors all Voicemail & Fax services,
the Retrieval, Recording, and Inbound Fax metrics track only a subset of these services
that are required for the feature to be running. In addition, the feature availability
metrics track any required dependent services including the Telephony Server and, in
the case of the Retrieval feature, Oracle Internet Directory and the Oracle
Collaboration Suite Databases. Consequently, the Status metric may be Up, but
Retrieval, Recording, and Inbound Fax feature availability may be Down. This would
occur if the required Voicemail & Fax services are running, and one or more of the
dependent services are down.
To get further metrics details for Oracle Internet Directory and Oracle Collaboration
Suite Databases, navigate to the All Metrics page for the relevant Voicemail & Fax
Application.
If the feature availability metrics are Up, but the Status metric is Down, then this means
that the required services for at least one Voicemail & Fax Application are running, but
10-2 Oracle Voicemail & Fax Administrator’s Guide
Monitoring User Satisfaction Metrics
the performance may be poor or unacceptable because one or more instances are
down.
Use the Highest PBX-Application Cluster Response Times graph to monitor two
important measures of user satisfaction: average response time to hear the voicemail
system greeting once a user has successfully logged in, and average response time to
hear a voicemail message. For additional performance measures, go to the Voicemail &
Fax Performance page.
Once you have determined that there is a problem with a service, use the Components
table to navigate to the instance of the service that is down. Click the service instance
to navigate to the home page for that service.
Getting Detailed Metrics Information
The metrics on the Voicemail & Fax home page give you a high-level overview of the
status of your Voicemail & Fax system. To get further information about a problem,
you need to access the metrics details on the All Metrics pages.
To navigate to the All Metrics page:
1.
From the Voicemail & Fax home page, use the Components table to identify the
PBX-Application Cluster with the problem.
2.
Navigate to the PBX-Application Cluster by clicking the PBX-Application Cluster
in the Components table.
3.
Identify the problematic Voicemail & Fax Application, and click the Voicemail &
Fax Application in the Components table.
4.
In the Voicemail & Fax Application home page, click All Metrics at the bottom of
the page.
5.
On the All Metrics page, click the relevant link to get more details about the
service.
Monitoring User Satisfaction Metrics
The following metrics are monitored at each level in the hierarchy. You can use the
information to track the overall response times in your system and to identify which
Voicemail & Fax Applications in your system require tuning. The following metrics are
tracked on the performance pages at the Voicemail & Fax, PBX-Application Cluster,
and Voicemail & Fax Application levels.
Login Time
After the user enters his or her password, the voicemail system responds with a count
of the user’s messages ("You have n new voicemail messages, n saved voicemail
messages, n new e-mail messages, and n new fax messages"). The Login Time metric
shows the average length of time, in milliseconds, between the time the password is
accepted and the voicemail system responds with the message count.
Greeting Response Time
When a call is not answered, it is automatically forwarded to the voicemail system.
Then the voicemail system responds with a prompt, for example, "You have reached
person’s name. Please leave a message at the tone." The Greeting Response Time metric
shows the length of time, in milliseconds, between the voicemail system picking up
the call and the start of the greeting.
Performance and Monitoring 10-3
Monitoring User Satisfaction Metrics
Message Play Time
A voicemail user chooses the option to hear his or her messages, and the voicemail
system retrieves and plays the message. The Message Play Time metric is the length of
time, in milliseconds, between when the user chooses to hear the message and when
the message starts playing.
Menu Play Time
After the voicemail system responds with a count of the user’s messages, it then plays
the Message Menu ("To record a message, press 1, to retrieve a message, press 2, ...").
The Menu Play Time metric is the length of time, in milliseconds, it takes to play the
Message Menu after the message count is played.
Message Delivery Time
Once a caller confirms that he or she has completed recording a message, the message
is sent to the called party’s mailbox, at which point the message can be retrieved. The
Message Delivery Time metric is the length of time, in seconds, between the caller’s
confirmation and the point at which the message is deposited into the user’s account.
How the Metrics Are Calculated
The metrics at each level of the hierarchy are a summary of the components below it.
The following describes how the metrics are calculated at each level.
Voicemail & Fax Performance Page
Each line on each graph shows the calculated average for a specific PBX-Application
Cluster. The formula that follows describes how this average is calculated:
PBX-Application Cluster Average = [Average (Voicemail & Fax Application 1) +
Average (Voicemail & Fax Application 2) + Average (Voicemail & Fax Application n)]
/ number of instances
PBX-Application Cluster Performance Page
Each line on each graph shows the calculated average for a specific Voicemail & Fax
Application. The formula that follows describes how this average is calculated:
Voicemail & Fax Application Average = [Average (Instance 1) + Average (Instance 2) +
Average (Instance n)] / number of instances
Voicemail & Fax Application Performance Page
The performance page provides summary metrics about the particular Voicemail &
Fax Application. Averages for each service are calculated by averaging the service
instance values. The formula that follows describes how this average is calculated:
[Average (Instance 1) + Average (Instance 2) + Average (Instance n)] /number of
instances
Troubleshooting
If the Message Play Time metric is too long, the network connection to the Oracle
Collaboration Suite Database may be slow. To improve the Oracle Voicemail & Fax
connections to the database, check the bandwidth of the network. If the delay is due to
the physical distance between the Voicemail & Fax Server and the database, then try
adjusting the size of the data that is sent between the Voicemail & Fax Server and the
database. To adjust the parameter that manages the data size, navigate to the
Voicemail & Fax Application administration page. In the Database Buffers section,
10-4 Oracle Voicemail & Fax Administrator’s Guide
Setting Up Notifications
adjust the size of the Collaboration Suite Database Read Buffer Size parameter. If that
does not reduce the delay sufficiently, you may need to consider adding another
database that is physically closer to the server.
If the Greeting Response Time metric is too long, Oracle Internet Directory may not be
working correctly or the network connection to the Oracle Internet Directory may be
slow. To verify this, you need to perform some basic searches against the Oracle
Internet Directory using a command-line tool such as ldapsearch. See Oracle Internet
Directory Administrator's Guide for more information on this tool. If the delay is due to
the network distance, first consider increasing the network capacity, and then consider
locating a replicated Oracle Internet Directory near the Voicemail & Fax Server.
If the Message Delivery Time metric is too long, check to see that there are enough
SMTP processes to handle the traffic, and add additional processes as needed.
Monitoring the Telephony Server
You can monitor the status of the Telephony Server on the Telephony Server home
page. You can get the number of calls currently being handled by the server (Active
Calls) and the total number of calls that the server has handled since it was last started
(Total Calls).
To navigate to the Telephony Server page:
1.
Navigate to the Voicemail & Fax Application home page.
2.
In the General section, click the Telephony Server link.
Do not confuse the Telephony Server home page with the home
page for the Telephony Monitor Service. The Telephony Monitor Service
monitors the Telephony Server and reports on its status and
performance.
Note:
Monitoring the Number of Active Calls
Active calls is the total number of concurrent phone calls handled by the Telephony
Server at the time of the sampling. The Active Calls metric is an overall indicator of the
usage of the Voicemail & Fax system.
Setting Up Notifications
You can be notified when a metric for any Oracle Enterprise Manager target reaches a
particular threshold. You can set thresholds for Voicemail & Fax Application metrics or
for any of the Oracle Voicemail & Fax services. In most instances, the most useful
notifications will be set on metrics at the application level.
To set up notifications:
1.
Scroll down any Voicemail & Fax Application page to the Related Links section
and click Manage Metrics.
2.
On the Manage Metrics page, specify the critical or warning threshold for the
metric.
3.
Click the Preferences global link.
4.
If you want to be notified through an e-mail, click General on the Preferences
menu and specify the e-mail address.
Performance and Monitoring 10-5
Setting Up Notifications
5.
Click Notification Rules on the Preferences menu.
6.
Set up the rules specifying the Oracle Enterprise Manager targets and the
conditions under which you want to be notified.
See Oracle Enterprise Manager Advanced Configuration for more information on
configuring notifications.
10-6 Oracle Voicemail & Fax Administrator’s Guide
11
Interactive Voice Response
This chapter discusses the following topics:
■
About Interactive Voice Response Systems on page 11-1
■
Creating an IVR System on page 11-5
■
Mapping the Phone Number to a Deployment on page 11-19
■
Sample Deployments on page 11-20
■
Reusing IVR Components on page 21
See Also: Note 416319.1 on http://www.metalink.com for
information discovered after this document was published.
About Interactive Voice Response Systems
An Interactive Voice Response (IVR) system automates interaction with telephone
callers. The Oracle Voicemail & Fax IVR system allows system administrators to
customize a user interface for callers and provides auto-attendant features such as
simple DTMF-based menus (Dual-Tone Multifrequency), call routing, voicemail, and
directory integration features.
The following is an example of what a caller might hear when she calls the central
phone number for the Acme Corporation, a fictitious company.
"Thank you for calling the Acme Corporation. Please make a selection from the
following menu. For our business hours, press 1. To speak to someone in Customer
Support, press 2. If you know the extension of the person you wish to speak to, press 3.
If you want to leave a message for a specific person, press 4. For general help, press 5
to leave a message, and someone will return your call."
Oracle Voicemail & Fax allows you to tailor the behavior of the IVR depending on the
day and time that a call comes in. Therefore, if a caller calls during the hours that the
Acme Corporation is closed for business, they hear a different message:
"Thank you for calling the Acme Corporation. Our office is now closed. Please call
back during our regular business hours which are Monday through Friday, between
8:00 a.m. and 5:00 p.m."
Acme Corporation celebrates Martin Luther King’s birthday as a holiday. On that day,
callers hear the following message:
"Thank you for calling the Acme Corporation. Our office is closed today in celebration
of Martin Luther King’s birthday. Please call back tomorrow when we will resume
standard business hours at 8:00 a.m."
Interactive Voice Response 11-1
How Oracle Voicemail & Fax Initiates an Interactive Voice Response
One day during the winter, a snowstorm closed the offices of Acme Corporation. On
that day, callers heard this recording:
"Thank you for calling the Acme Corporation. Our offices are closed today because of
the snowstorm. We apologize for any inconvenience this closure has caused you.
Please call our offices again tomorrow after 8:00 a.m."
How Oracle Voicemail & Fax Initiates an Interactive Voice Response
When a call comes in, Oracle Voicemail & Fax goes through the following steps to
initiate an IVR:
1.
A call comes in to the central phone number, (415.292.6000), on Monday at 8:30
a.m.
2.
The call is forwarded to the hunt group phone number.
3.
Oracle Voicemail & Fax checks to see if it is a direct call or a forwarded call, and
determines that it is a forwarded call.
4.
For any forwarded call, Oracle Voicemail & Fax then checks to see if an IVR
deployment is specified for the phone number. It determines that the Acme
deployment is specified for this phone number.
5.
Oracle Voicemail & Fax checks to see what group this phone number is assigned to
and determines that the phone number belongs to the acme.hq.com group.
6.
Oracle Voicemail & Fax checks the IVR Hours for the acme.hq.com group and
determines that Monday, 8:30 a.m. corresponds to the Open time category.
7.
Oracle Voicemail & Fax checks the Open time category in the acme deployment.
8.
Oracle Voicemail & Fax executes the call flow specified for the Open time
category.
Figure 11–1 is a flowchart of these steps. The numbers in the flowchart correspond to
these steps.
11-2 Oracle Voicemail & Fax Administrator’s Guide
How Oracle Voicemail & Fax Initiates an Interactive Voice Response
Figure 11–1 Flow Chart of a Call Forwarded to an IVR Application
There is a relationship between a group, the phone numbers assigned to the group, the
IVR hours specified for the group, and the IVR deployment assigned to a phone
number. Figure 11–2 illustrates this relationship for the acme.hq.com group.
A group has two properties relevant to IVRs: Phone Numbers and IVR Hours. The
Phone Numbers property is assigned to groups or sites. In this example, the central
phone number (1.415.292.6000) is assigned to the acme.hq.com group. Second, the IVR
Hours specify the open business hours, holidays, and any special mode days for a
group. In this example, the hours are specified for acme.hq.com, the headquarters
office of Acme Corporation. The Business Hours listed correspond to the Open time
category. The hours of the Closed time category are the hours not included in the Open
Interactive Voice Response 11-3
How Oracle Voicemail & Fax Initiates an Interactive Voice Response
time category. Acme Corporation celebrates one holiday on January 17. Special Mode
days are used to designate unusual circumstances such as an office closure due to a
snowstorm in the preceding example.
The phone number ties the information about the group to the IVR deployment. A
deployment is specified for a particular phone number. In this example, the Acme
deployment is specified for the phone number 14152926000. The deployment consists
of call flows, sound file groups, and profiles for each of the time categories.
Figure 11–2 Relationship between Groups and Deployments
Refer to the flow chart in Figure 11–1. You can use Figure 11–3 to see how Oracle
Voicemail & Fax uses the relationship between groups, phone numbers, IVR Hours,
and IVR deployments to execute an IVR application. The IVR application consists of
the call flow, sound file group, and profile for a time category. The IVR application that
gets executed in the example in Figure 11–1 uses the CallFlow1 call flow, the SFG1
sound file group, and the Profile1 profile that correspond to the Open time category.
The numbers in Figure 11–3 correspond to Step 4 through Step 7 in the flow chart
(Figure 11–1).
11-4 Oracle Voicemail & Fax Administrator’s Guide
Creating an IVR System
Figure 11–3 Mapping Flowchart Steps
Creating an IVR System
An Oracle Voicemail & Fax IVR system includes the following elements:
■
A mapping of phone numbers to IVR deployments.
■
Definitions of time categories for the group to which the phone number belongs.
■
An IVR deployment. A deployment consists of a call flow, sound file group, and
profile for different time categories.
To create an IVR system, complete all of the following tasks:
■
Specify the hours of the IVR.
■
Create the IVR deployment.
■
Map the phone number to a deployment.
Specifying the Hours of the IVR
The hours of the IVR are specified for a group or site. You can specify time categories,
and by doing so, you can customize your deployment to behave differently depending
on the time of day.
Business Hours are the hours that the business is open, and correspond to the Open
time category. Any days and times that the business is not open are the hours that it is
closed. These hours are deduced from the Business Hours and correspond to the
Closed time category. Any days and times specified as Holidays or Special Mode Days
override the Business Hours and correspond, respectively, to the Holiday and Special
time categories. Special Mode Days can be used to cover unusual circumstances such
as an office closure due to a power outage or weather conditions.
Interactive Voice Response 11-5
Creating an IVR System
Table 11–1 is an example of how the hours specified for the hq.acme.com site map to
the time categories. Therefore, if a call comes in on Monday, February 15, 2005 at 10:00
a.m., this time falls within the hours that have been specified as open business hours
and the IVR application corresponding to the Open time category is used.
Table 11–1
Relationship Between IVR Hours Specified for Group and Time Categories
IVR Hours Specified for the hq.acme.com Group
Corresponding Time Category
in IVR Deployment
Business Hours
Monday to Friday, 8:00 a.m. 5:00 p.m.
Open
Monday to Friday, 5:00 p.m. 11:59 p.m. 12:00 a.m. - 7:59
a.m., Saturday and Sunday
12:00 a.m. - 11:59 p.m.
Closed
Holiday
Monday, January 17
Holiday
Special Mode Days
None specified
Special
To specify the hours of the IVR:
1.
Navigate to the administration page for the Voicemail & Fax group.
2.
Click the Go To Task icon for the Groups and Sites task.
3.
In the Groups and Sites page, select the group to which the phone number belongs
and click Edit.
4.
In the Interactive Voice Response (IVR) section of the page, enter the hours that
your business is open in the Business Hours table.
5.
Enter any holidays in the Holidays table.
11-6 Oracle Voicemail & Fax Administrator’s Guide
Creating an IVR System
Note:
You can leave the Special Mode Days and Holidays sections
blank.
6.
Click OK.
Creating an IVR Deployment
An IVR deployment consists of call flows, sound file groups, and profiles for each of
the four time periods. For example, Table 11–2 shows the AcmeDemoDeployment IVR
deployment:
Table 11–2
AcmeDemoDeployment
Time Category
Call Flow
Sound File Group
Profile
Open
CallFlow1
SFG1
Profile1
Closed
CallFlow2
SFG2
Profile2
Holiday
CallFlow2
SFG3
Profile2
Special
CallFlow2
SFG4
Profile2
The following is an overview of the steps to creating an IVR deployment. As you go
through the steps, fill in the worksheet in Appendix C. The information in this
worksheet will be required when you get to the last step where you create the
deployment.
Use the Interactive Voice Response Manager, a command-line tool, to create the call
flows, sound file groups, profiles, and deployments for your IVR deployment. See
Appendix E, "Interactive Voice Response Manager Commands" for more information
about the commands.
Overview of the Steps to Create an IVR Deployment
1. Create a new call flow or edit an existing call flow for a time category. See "About
Call Flows" on page 11-8 for more information on call flows. Enter the name of the
call flow for the appropriate time category in the worksheet.
2.
Identify the roles in your call flow and create a sound file for each role in your call
flow. See"Creating Sound Files" on page 11-17 for more information on creating
sound files. Enter the name of each role, the sound file associated with the role,
and coder type of each sound file in the worksheet.
Interactive Voice Response 11-7
Creating an IVR System
3.
Create a new sound file group. See "About Sound File Groups" on page 11-16 for
more information about sound file groups. Enter the name of the sound file group
in the worksheet.
4.
Identify the profile keys in your call flow. See "About Profiles" on page 11-18 for
more information about profiles. Enter the profile keys and their values in the
worksheet.
5.
Create a new profile. Enter the name of the profile in the worksheet.
6.
Repeat Step 1 through Step 5 for each time category.
7.
Create your deployment. See "Creating the IVR Deployment" on page 11-19 for
more information on creating the deployment.
In the sections that follow, the AcmeDemoDeployment deployment will describe the
call flow and related sound file group and profile for the Open time category.
Do not confuse the AcmeDemoDeployment deployment with the
sample deployment, ACME. AcmeDemoDeployment is used as an
example in this chapter, but the files required for the deployment are
not provided as one of the sample deployments.
Note:
About Call Flows
A call flow is an XML file that is executed by the IVR Service. A call flow is a state
machine, that is, a call enters the call flow at the state defined as the start state, and it
leaves the call flow through the state defined as the end state. Between these two
states, there are a series of transition states. For each state there is one call flow action
that defines a specific action. For example, the <menuAction> action provides a menu
of options. Each action has associated with it, certain behavior, for example, the
<menuAction> action lets callers select menu options that are initiated with a
keypress.
Certain conditions within the state must be met in order for the call to move from its
current state to another state. When a call flow completes the state’s action and it
reaches the end state, the call flow completes its processing of the call and the IVR
Service exits the application.
Besides the main body of the call flow, there are two other sections that set up the call
flow. The configuration section of the call flow, <globalConfig>, defines the default
behavior of the state machine. This default behavior applies to all states, but can be
overridden locally within a specific state. The <declarations> section declares sound
file roles and profiles that are referenced within the call flow.
An Example Call Flow
When a caller calls the main phone number of Acme Corporation during standard
business hours, they hear the following recording:
"Thank you for calling the Acme Corporation. Please make a selection from the
following menu. For our business hours, press 1. To speak to someone in Customer
Support, press 2. If you know the extension of the person you wish to speak to, press 3.
If you want to leave a message for a specific person, press 4. For general help, press 5
to leave a message, and someone will return your call."
If the caller presses 1, they hear a recording that gives them Acme’s business hours. If
the caller presses 2, they are transferred to the phone extension for Customer Support.
If the caller presses 3, they are prompted to enter the phone extension of the person
they are reaching, and after they enter the extension, they are transferred to that phone
11-8 Oracle Voicemail & Fax Administrator’s Guide
Creating an IVR System
number. With option 4, the caller bypasses getting transferred to a user’s extension
and is transferred directly to the voicemail system, where they can leave a message for
a recipient that they specify. Option 5 transfers them to a general voicemail mailbox
where they can leave a message.
This behavior is represented in the call flow document that follows (Example 11–1).
Note:
The line numbers in the example call flow are for reference
only.
Example 11–1
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
CallFlow1.xml File
<?xml version="1.0" encoding="UTF-8"?>
<ivr:stateMachine xmlns:ivr="http://www.oracle.com/ovf/ivr/2003"
xmlns="http://www.oracle.com/ovf/ivr/2003"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
<declarations>
<profKeys>
<profKey>Customer Support extension</profKey>
<profKey>General Help mailbox</profKey>
<profKey>Operator extension</profKey>
</profKeys>
<sfRoles>
<sfRole>Main menu prompt</sfRole>
<sfRole>Business hours prompt</sfRole>
<sfRole>Extension entry prompt</sfRole>
<sfRole>Goodbye</sfRole>
</sfRoles>
</declarations>
<startState>MainMenu</startState>
<endState>Finish</endState>
<globalConfig>
<allConfig>
<onMiscError>
<ivr:destinationState>Goodbye</ivr:destinationState>
</onMiscError>
</allConfig>
<menuConfig>
<keyPresses>
<menuItem key="0">
<destinationState>ToReachOperator</destinationState>
</menuItem>
<repeatOptions key="9"/>
</keyPresses>
<timeoutBehavior><retreat/></timeoutBehavior>
</menuConfig>
</globalConfig>
<state name="MainMenu">
<menuAction>
<leadSoundFile><sfRoleRef>Main menu prompt</sfRoleRef></leadSoundFile>
<keyPresses>
<menuItem key="1">
<destinationState>ForBusinessHours</destinationState>
</menuItem>
<menuItem key="2">
<destinationState>ForCustomerSupport</destinationState>
Interactive Voice Response 11-9
Creating an IVR System
48
49
50
51
52
53
54
55
56
57
58
59
60
61
62
63
64
65
66
67
68
69
70
71
72
73
74
75
76
77
78
79
80
81
82
83
84
85
86
87
88
89
90
91
92
93
94
95
96
97
98
99
100
101
102
103
104
105
106
107
</menuItem>
<menuItem key="3">
<destinationState>ToReachUser</destinationState>
</menuItem>
<menuItem key="4">
<destinationState>ToReachVoicemail</destinationState>
</menuItem>
<menuItem key="5">
<destinationState>GeneralHelpMailbox</destinationState>
</menuItem>
</keyPresses>
<timeoutBehavior noResponseOk="false">
<onTimeout>
<destinationState>ToReachOperator</destinationState>
</onTimeout>
</timeoutBehavior>
</menuAction>
</state>
<state name="ForBusinessHours">
<playInfoAction>
<soundFile><sfRoleRef>Business hours prompt</sfRoleRef></soundFile>
<onSuccess><destinationState>Finish</destinationState></onSuccess>
<keyInterrupt>false</keyInterrupt>
<keyFlush>true</keyFlush>
</playInfoAction>
</state>
<state name="ForCustomerSupport">
<extensionTransferAction>
<extension><profKeyRef>Customer Support
extension</profKeyRef></extension>
<onSuccess><destinationState>Finish</destinationState></onSuccess>
</extensionTransferAction>
</state>
<state name="ToReachUser">
<getExtAndTransferAction>
<leadSoundFile>
<sfRoleRef>Extension entry prompt</sfRoleRef>
</leadSoundFile>
<onSuccess><destinationState>Finish</destinationState></onSuccess>
<onCancel><destinationState>MainMenu</destinationState></onCancel>
<onTimeout><destinationState>MainMenu</destinationState></onTimeout>
<directoryAccess>true</directoryAccess>
<dialRestriction>SITE</dialRestriction>
</getExtAndTransferAction>
</state>
<state name="ToReachVoicemail">
<passToServiceAction>
<id>Recording</id>
<waitForReturn>false</waitForReturn>
<destroyCallDetails>true</destroyCallDetails>
<onSuccess><destinationState>Finish</destinationState></onSuccess>
</passToServiceAction>
</state>
<state name="GeneralHelpMailbox">
11-10 Oracle Voicemail & Fax Administrator’s Guide
Creating an IVR System
108
109
110
111
112
113
114
115
116
117
118
119
120
121
121
123
124
125
126
127
128
129
130
131
132
133
134
135
<mailboxTransferAction>
<mailbox>
<profKeyRef>General Help mailbox</profKeyRef>
</mailbox>
<onSuccess><destinationState>Finish</destinationState></onSuccess>
</mailboxTransferAction>
</state>
<state name="ToReachOperator">
<extensionTransferAction>
<extension><profKeyRef>Operator
extension</profKeyRef></extension>
<onSuccess><destinationState>Finish</destinationState></onSuccess>
</extensionTransferAction>
</state>
<state name="Goodbye">
<playInfoAction>
<soundFile><sfRoleRef>Goodbye</sfRoleRef></soundFile>
<onSuccess><destinationState>Finish</destinationState></onSuccess>
<keyInterrupt>false</keyInterrupt>
<keyFlush>true</keyFlush>
</playInfoAction>
</state>
<state name="Finish"/>
</ivr:stateMachine>
The following sections describe CallFlow1 and how call flows work.
States and Actions
The state through which all calls enter the application is defined by the <startState>
tag.
20
<startState>MainMenu</startState>
All calls enter the call flow through the MainMenu state.
39
<state name="MainMenu">
Each state has associated with it a call flow action. The call flow action for the
MainMenu state is <menuAction>.
40
<menuAction>
A state can have only one call flow action. These call flow actions define behaviors that
you typically find in an IVR—for example, providing a menu from which the caller
can select a menu option, transferring a call to a telephone extension, transferring a
call to a voicemail mailbox, and so on.
The <menuAction> action requires that a recorded message or sound file be played.
The <leadSoundFile> tag indicates that a sound file is required. The sound file role,
Main menu prompt, acts as a placeholder for this sound file.
41
<leadSoundFile><sfRoleRef>Main menu prompt</sfRoleRef></leadSoundFile>
All sound file roles must be declared in the <declarations> section of the call flow.
12
13
<sfRoles>
<sfRole>Main menu prompt</sfRole>
Interactive Voice Response 11-11
Creating an IVR System
In this example, when the call enters the MainMenu state, the sound file associated
with the Main menu prompt sound file role is played, and the caller hears the
following:
"Thank you for calling the Acme Corporation. For our business hours, press 1. To
speak to someone in Customer Support, press 2. If you know the extension of the
person you wish to speak to, press 3. If you want to leave a message for a specific
person, press 4. For general help, press 5 to leave a message, and someone will return
your call."
The <menuAction> action requires that the caller select from a number of options by
pressing a key.
42
43
44
45
46
47
48
49
50
51
52
53
54
55
56
57
58
<keyPresses>
<menuItem key="1">
<destinationState>ForBusinessHours</destinationState>
</menuItem>
<menuItem key="2">
<destinationState>ForCustomerSupport</destinationState>
</menuItem>
<menuItem key="3">
<destinationState>ToReachUser</destinationState>
</menuItem>
<menuItem key="4">
<destinationState>ToReachVoicemail</destinationState>
</menuItem>
<menuItem key="5">
<destinationState>GeneralHelpMailbox</destinationState>
</menuItem>
</keyPresses>
Note that each keypress is associated with a new state, specified by the
<destinationState> tag. Each of these states, ForBusinessHours, ForCustomerSupport,
ToReachUser, ToReachVoicemail, and GeneralHelpMailbox, are transition states. When
the caller presses keys 1, 2, 3, 4, or 5, the call is transferred to the specified destination
state. If you look through the call flow, you will see each of these states:
68
...
77
...
85
...
98
...
107
<state name="ForBusinessHours">
<state name="ForCustomerSupport">
<state name="ToReachUser">
<state name="ToReachVoicemail">
<state name="GeneralHelpMailbox">
Play a Recorded Message
The following describes each of the destination states. When the caller presses 1, the
call is transferred to the ForBusinessHours state. The caller hears a recording with the
business hours of the Acme Corporation. The action associated with the
ForBusinessHours state is <playInfoAction>, which requires a sound file.
68
69
70
<state name="ForBusinessHours">
<playInfoAction>
<soundFile><sfRoleRef>Business hours prompt</sfRoleRef></soundFile>
11-12 Oracle Voicemail & Fax Administrator’s Guide
Creating an IVR System
The <sfRoleRef> tag specifies the sound file roles that act as placeholders for these
sound files. The sound file roles are declared in the <declarations> section of the call
flow.
12
...
14
...
17
<sfRoles>
<sfRole>Business hours prompt</sfRole>
</sfRoles>
Transfer Call to a Predetermined Extension
When the caller presses 2, the call is passed to the ForCustomerSupport state. The
action associated with this state is <extensionTransferAction>.
77
78
<state name="ForCustomerSupport">
<extensionTransferAction>
This action transfers the call to the telephone number specified by a profile key. The
profile key, Customer Support Extension, is identified with the <profKeyRef> tag.
79
80
<extension><profKeyRef>Customer Support
extension</profKeyRef></extension>
Profile keys must be declared in the <declarations> section of the call flow in the
<profKeys> subsection.
5
6
7
<declarations>
<profKeys>
<profKey>Customer Support extension</profKey>
Transfer Call to Caller-Specified Extension
When the caller presses 3, the call is transferred to the ToReachUser state. The
<getExtAndTransferAction> action requires a sound file as indicated by the
<leadSoundFile> and <sfRoleRef> tags. The caller hears the following recording:
"Enter the extension of the person you wish to speak to and press the pound key." The
<getExtAndTransferAction> action takes the user’s input and transfers the call to the
extension provided by the caller. The <Extension entry prompt> sound file role is
declared in the <declarations> section of the call flow under the <sfRoles> section.
85
86
87
88
89
<state name="ToReachUser">
<getExtAndTransferAction>
<leadSoundFile>
<sfRoleRef>Extension entry prompt</sfRoleRef>
</leadSoundFile>
Send Call to Voicemail
When the caller presses 4, the call is transferred to the ToReachVoicemail state. The
<passToServiceAction> passes the call to another IVR or to one of the Oracle Voicemail
& Fax services. In this example, the call is passed to the Recording Service as indicated
by the <id> tag. Once the call is passed, the caller hears the Oracle Voicemail & Fax
prompts to record a message and to enter the extension of the user to whom they want
to send the message.
98
99
100
<state name="ToReachVoicemail">
<passToServiceAction>
<id>Recording</id>
Interactive Voice Response 11-13
Creating an IVR System
When the caller presses 5, the call is transferred to the GeneralHelpMailbox state. The
<mailboxTransferAction> action transfers the call to a voicemail mailbox specified by
the General Help mailbox profile key.
107
108
109
110
111
<state name="GeneralHelpMailbox">
<mailboxTransferAction>
<mailbox>
<profKeyRef>General Help mailbox</profKeyRef>
</mailbox>
Both the <passToServiceAction> and <mailboxTransferAction> actions allow callers to
leave a message. The difference is that the <passToServiceAction> action prompts the
caller for the extension of the person for whom they want to leave a message. And the
<mailboxTransferAction> action automatically sends them to a voicemail mailbox
specified by the <mailbox><profKeyRef> tags.
Exiting the Application
For each state, once the action is successfully completed, the call is transferred to the
Finish state. (See lines 71, 81, 90, 103, and 112, beginning on page 11-10.)
71
<onSuccess><destinationState>Finish</destinationState></onSuccess>
The Finish state is declared as the <endState> in the <declarations> section of the call
flow.
21
<endState>Finish</endState>
Once the call reaches the Finish state, it exits the application.
133
<state name="Finish"/>
Global Call Flow Behavior
You can define general behavior that applies to all states in the call flow in the
<globalConfig> section of the call flow using the <allconfig> tag.
22
23
<globalConfig>
<allConfig>
In this call flow, one action is defined. When an unexpected error occurs, the call is
sent to the Goodbye state. The Goodbye state has a <playInfoAction> action associated
with it. It plays a sound file associated with the profile called Goodbye. In this
instance, the caller hears a recording that says, "Goodbye." The call flow then transfers
the call to the Finish state, and the call exits the application.
24
25
26
...
124
125
126
127
<onMiscError>
<ivr:destinationState>Goodbye</ivr:destinationState>
</onMiscError>
<state name="Goodbye">
<playInfoAction>
<soundFile><sfRoleRef>Goodbye</sfRoleRef></soundFile>
<onSuccess><destinationState>Finish</destinationState></onSuccess>
There is another global configuration that sets a global keypress for the <menuAction>
action. At any time when a call is in a state whose action is <menuAction>, the caller
can press 0 and he or she is transferred to an operator through the ToReachOperator
state.
11-14 Oracle Voicemail & Fax Administrator’s Guide
Creating an IVR System
28
29
30
31
32
...
116
117
118
119
<menuConfig>
<keyPresses>
<menuItem key="0">
<destinationState>ToReachOperator</destinationState>
</menuItem>
<state name="ToReachOperator">
<extensionTransferAction>
<extension><profKeyRef>Operator
extension</profKeyRef></extension>
If the caller presses 9, then the menu options are repeated.
28
29
...
33
<menuConfig>
<keyPresses>
<repeatOptions key="9"/>
Other Actions
Besides the call flow actions that determine the behavior of a state, there are actions
that apply to one or more states. These actions define behavior that can be used with
the call flow actions. For example, the <onSuccess> tag, discussed earlier, defines the
behavior when the state’s action is successful. The <onTimeout> tag defines the
behavior when the call times out (that is, it exceeds the time allowed) in a particular
state.
Header and Footer Information
Every call flow must begin with the following XML code. This identifies the file as an
IVR to Oracle Voicemail & Fax. Do not change the code in these lines. Doing so will
invalidate the file.
1
2
3
4
<?xml version="1.0" encoding="UTF-8"?>
<ivr:stateMachine xmlns:ivr="http://www.oracle.com/ovf/ivr/2003"
xmlns="http://www.oracle.com/ovf/ivr/2003"
xmlns:xsi="http://www.w3.org/2001/XMLSchema-instance">
The following XML code must be the last line in the call flow:
135
</ivr:stateMachine>
Profile Keys
In this call flow, there are three profile keys. All profile keys must be declared in the
<declarations> section of the call flow in the <profKeys> section.
6
7
8
9
10
<profKeys>
<profKey>Customer Support extension</profKey>
<profKey>General Help mailbox</profKey>
<profKey>Operator extension</profKey>
</profKeys>
The Customer Support extension is the telephone extension for the Customer Service
department. The General Help mailbox is the telephone extension that transfers callers
to the voicemail mailbox for general help. The Operator extension is the telephone
extension that transfers callers to the operator. When you put together your IVR, you
will provide the values for these profile keys. By using profile keys instead of actually
coding the telephone numbers in the call flow, you can reuse the call flow in other time
categories for the same deployment, or in other deployments.
Interactive Voice Response 11-15
Creating an IVR System
Sound File Roles
In this call flow there are four sound file roles. All sound file roles must be declared in
the <declarations> section of the call flow in the <sfRoles> section.
5
...
12
13
14
15
16
17
<declarations>
<sfRoles>
<sfRole>Main menu prompt</sfRole>
<sfRole>Business hours prompt</sfRole>
<sfRole>Extension entry prompt</sfRole>
<sfRole>Goodbye</sfRole>
</sfRoles>
Each sound file role is a placeholder for a recorded message known as a sound file.
When you create your IVR, you will associate a sound file with each role. Certain call
flow actions require a sound file; these are: <menuAction>, <playInfoAction>, and
<getExtAndTransferAction>. When the call flow is executed, it uses the sound file role
to locate the correct sound file to play. Recording the prompts and information in
discrete files makes it possible to reuse the files in different call flows and in different
deployments.
Creating a Call Flow
Oracle Voicemail & Fax comes with sample IVR deployments including sample call
flows. The sample call flows give examples of the behaviors that are possible in an
IVR. Determine what you want your application to do and determine if one of the
sample call flows includes an example of this behavior. Use an XML editor to edit the
sample call flow and adapt it to your particular application. See "Sample
Deployments" on page 11-20 for more information on the sample call flows. See
Appendix D, "IVR Call Flow XML" for more information on the XML tags used in the
call flows.
After you have created the call flow, use the ivrman callflow add command to
load the call flow into the Oracle directory server. You must provide the name of the
call flow and the call flow file with the command. In other words, the name of the file
can differ from the name of the call flow. See Appendix E, "Interactive Voice Response
Manager Commands" for more information about this command.
You can use the same call flow for multiple time categories in a
deployment. See "Reusing IVR Components" on page 11-21 for more
information on reusing call flows.
Note:
About Sound File Groups
A sound file is the recorded message for a role in a call flow. A sound file group
associates sound files with roles for a specific call flow. Figure 11–4 illustrates this
relationship for CallFlow1. In CallFlow1, there are four sound file roles: Main menu
prompt, Business hours prompt, Extension entry prompt, and Goodbye. There is one
sound file for each role. The SoundFileGroup1 group associates a sound file with each
sound file role in CallFlow1.
11-16 Oracle Voicemail & Fax Administrator’s Guide
Creating an IVR System
Figure 11–4 Relationship of Call Flows, Sound File Roles, Sound File Groups, and
Sound Files
Creating Sound Files
Identify the roles in your call flow and create a sound file for each role. You can use the
voicemail system to create your sound files. Log in to the voicemail system, and select
option 4, record and send a new message, from the Main Menu. Record the message
for a sound file role. For example, for the Main menu prompt sound file role, you
would record the message shown in Table 11–3. Then follow the voicemail prompts to
send the voicemail message to yourself. Retrieve the voicemail message using an
e-mail client. From your e-mail client, save the voicemail attachment in your e-mail
message to your desktop. These files are in 64k8bitlinear WAVE format, which is a
supported coder type. Then repeat this process for each of the sound file roles. You
should have one file for each sound file role in a call flow.
For CallFlow1, Table 11–3 shows the transcript of the sound files for each declared
sound file role.
Table 11–3
Transcript of Sound Files for the CallFlow1 Call Flow
Sound File Role
Transcript of Sound File
Main menu prompt
"Thank you for calling the Acme Corporation. Please make a
selection from the following menu. For our business hours, press
1. To speak to someone in Customer Support, press 2. If you
know the extension of the person you wish to speak to, press 3.
If you want to leave a message for a specific person, press 4. For
general help, press 5 to leave a message, and someone will
return your call."
Business hours prompt
"Acme Corporation is open for business Monday through
Friday, 8:00 a.m. to 5:00 p.m."
Extension entry prompt
"Please enter the extension of the person you wish to speak to or
use the directory."
Goodbye
"Thank you for calling Acme Corporation. Goodbye."
You will need to specify a sound file group for each time category. However, you will
probably not be able to create a sound file for the Special time category, which is used
Interactive Voice Response 11-17
Creating an IVR System
for special circumstances that may arise. Therefore, create an empty sound file to use
as a placeholder in the deployment.
Creating a Sound File Group
After you have created all the sound files for a call flow, use the ivrman sfgroup
add command to create a sound file group. When you execute the command, you
specify the call flow for which the sound file group is being created. The Interactive
Voice Response Manager tool checks the call flow to see what sound file roles are
declared. If you execute the command in interactive mode, it prompts you with the
name of the sound file role. You must specify the name of the file for that role and the
coder type. If you execute the command in batch mode, you must provide a file
specifying the role name, file name, and coder type. See Appendix E, "Interactive Voice
Response Manager Commands" for more information about this command.
About Profiles
A profile contains the settings for the profile keys required for a particular call flow.
The settings for each profile key in the call flow must be specified in the profile.
Figure 11–5 illustrates this relationship for CallFlow1. There are three profile keys
declared in CallFlow1: Customer Support extension, General Help mailbox, and
Operator extension.
Figure 11–5 Relationship of Call Flows, Profile Keys, and Profiles
Creating a Profile
Identify the profile keys in your call flow and identify the values for each key. Enter
this information in the worksheet (see Appendix C, "IVR Worksheet"). Use the ivrman
profile add command to create the profile. When you execute the command, the
Interactive Voice Response Manager tool checks the call flow to see what profile keys
are declared. If you execute the command in interactive mode, it prompts you with the
name of the profile key. You provide the correct value for this key. For example, for the
profile key for the Customer Support extension, you would provide the telephone
number for Customer Support. For General Help mailbox, you would provide the
telephone number to the General Help voicemail mailbox. And for Operator
extension, you would provide the telephone number that connects the caller to the
Operator. If you use the command in batch mode, you provide a file with the format
11-18 Oracle Voicemail & Fax Administrator’s Guide
Mapping the Phone Number to a Deployment
profile_key=value for each profile key. See Appendix E, "Interactive Voice Response
Manager Commands" for more information about this command.
You will need to specify a profile for each time category. However, there may be call
flows for which there are no profile keys. In these situations, create an empty profile to
use as a placeholder in the deployment.
Creating the IVR Deployment
This chapter has discussed CallFlow1 and its related sound file group and profile for
the Open time category. When you create your IVR deployment, you will need to go
through a similar procedure and create a call flow, sound file group, and profile for
each time category: Open, Closed, Holiday, and Special. In this example, the same call
flow (named CallFlow2 in Table 11–2 on page 11-7) can be used for the remaining time
categories because the behavior in each case is identical, that is, a recorded message is
played. There are no profile keys for these call flows, so you create an empty profile to
act as a placeholder. A different message is recorded for each of the three time periods
and a sound file group is created for each (SFGroup2, SFGroup3, and SFGroup4).
Because the Special time category is often used for unexpected office closures, you will
probably create an empty sound file group to act as a placeholder in your deployment.
After you have created the call flows, sound file groups, and profiles for each of the
time periods, you are now ready to create the IVR deployment. Use the ivrman
deployment add command to create the deployment. The command prompts you
for the call flow, sound file group, and deployment for each time category. You must
provide a value for each of these elements. See Appendix E, "Interactive Voice
Response Manager Commands" for more information about this command.
The deployment and related call flows, sound file groups and profiles are stored in the
Oracle directory server.
Mapping the Phone Number to a Deployment
An IVR deployment is mapped to a phone number. For example, most companies will
want to set up an IVR for the company’s main phone number. In addition, if customers
have direct access to different departments, you could assign an IVR to each
department phone number.
An IVR deployment is associated with a particular phone number. This mapping is
specified on the administration page of the PBX-Application Cluster for the PBX to
which the phone number belongs.
To map a phone number to a deployment:
1.
Identify the PBX to which the phone number belongs and identify the
PBX-Application Cluster for this PBX.
2.
Navigate to the administration page for the PBX-Application Cluster.
3.
In the Interactive Voice Response section of the page, enter the phone number in
the International Phone Number Pattern column.
Interactive Voice Response 11-19
Sample Deployments
4.
Enter the name of the deployment in the IVR Deployment Name column.
See "Interactive Voice Response (IVR) Parameters" on page 3-9 for more information
on mapping a phone number to a deployment.
Sample Deployments
The following example IVR deployments are automatically provided when you install
Oracle Voicemail & Fax:
■
■
■
■
■
■
■
■
■
ToFax – Routes a call directly to the Fax Receiving Service. You can use this IVR
with a phone number that is used exclusively to deliver and send faxes.
ToRetrieval – Sends a user to the Oracle Voicemail & Fax retrieval system where
the user can retrieve his voicemail messages.
DormExtensions – Gives the caller the option of leaving a voicemail for one of
three roommates.
ACME – Exhibits different behavior depending on the time category. During the
Open hours, it plays a multilevel menu, giving callers the option to transfer to an
extension, to enter an extension and get transferred to the extension, to search for a
person using the directory search, to leave a voicemail message, and to get
transferred to the company operator. During the Closed hours, it allows a caller to
leave a message in a general mailbox. During the Holiday hours, it plays a
message informing the caller that it is a company holiday. During the Special
hours, it plays a message informing callers that the company is closed due to a
snowstorm.
LanguageChoiceAutoAttendant – Gives the caller the choice of hearing the IVR in
French or English. It transfers the call to the FrenchAutoAttendant IVR or the
EnglighAutoAttendant IVR.
EnglishAutoAttendant – Called by the LanguageChoiceAutoAttendant that plays
a basic Oracle auto attendant in English. This is a secondary IVR deployment.
FrenchAutoAttendant – Called by the LanguageChoiceAutoAttendant that plays a
basic auto attendant in French. This is a secondary IVR deployment.
TransferToExtension – Prompts the caller to enter the phone extension of the
person they want to speak to or to search for that person using a directory, then it
transfers the caller to the extension.
MailboxPicker – Prompts the caller to enter the phone extension of the persons for
whom she wants to leave a voicemail message, or to search for a person using a
directory.
11-20 Oracle Voicemail & Fax Administrator’s Guide
Reusing IVR Components
Table 11–4 shows the sample deployments and the call flows associated with each one.
For all deployments, except ACME, the same call flow is used for all time periods. You
can use the sample call flows as the basis for the call flows in your IVR application.
The call flow XML files can be found in the directory:
%UM_HOME/sample/ivr
Use an XML editor or any text editor to view and edit these files.
Table 11–4
Sample Deployments and Related Call Flows
Deployment Name
Associated Call Flows
ToFax
ToFax
ToRetrieval
ToRetrieval
DormExtensions
DormExtensions
ACME
ACME (Open time period)
ACME
SendToMailbox (Closed time period)
ACME
Play Message (Holiday and Special time periods)
LanguageChoiceAutoAttendant
Chooser
EnglishAutoAttendant
BasicAutoAttendant
FrenchAutoAttendant
BasicAutoAttendant
TransferToExtension
TransferToExtension
MailboxPicker
MailboxPicker
Using the Sample IVR Deployments
You can deploy the sample IVR deployments to see how they work. You must set up a
test phone number to use. Select the deployment you want to test and specify this
deployment for the phone number. See "Mapping the Phone Number to a
Deployment" on page 11-19 for more information on how to associate a phone number
with a deployment.
The sample deployments use the same call flow for all time periods. Therefore, you do
not need to specify the Business Hours, Holidays, or Special Mode Days for the
PBX-Application Cluster. The only exception to this is the ACME deployment.
You will need to edit any profile settings. Use the ivrman profile update
command. See Appendix E, "Interactive Voice Response Manager Commands" for
more information about this command.
Reusing IVR Components
The Oracle Voicemail & Fax implementation of IVR separates call flows, sound file
groups, and profiles so that the same call flow can be reused for different time
categories in the same deployment, or in different deployments. By separating the
sound file group from the call flow, you can use the same call flow and assign a sound
file group with recordings in English in one deployment and assign a sound file group
with recordings in French in another deployment. The EnglishAutoAttendant and the
FrenchAutoAttendant IVR deployments use the same call flow, BasicAutoAttendant.
However, the sound files for the EnglishAutoAttendant deployment are in English,
while the sound files for the FrenchAutoAttendant deployment are in French.
Interactive Voice Response 11-21
Reusing IVR Components
The same call flow can also be used in the same deployment. In the
AcmeDemoDeployment deployment, the same call flow, CallFlow1, is used for three
time periods, Closed, Holiday, and Special. The CallFlow2 call flow has only one call
flow action, <playInfoAction>, which plays a message. You can use the same call flow
and change the message that is played by assigning a different sound file group to the
deployment items. The SFGroup2, SFGroup3, and SFGroup4 sound file groups have a
different sound file associated with it, and each plays a different recorded message.
Likewise, by separating out the profile settings, the same call flow and sound group
can be used, for example, in multiple office locations in the United States. For example,
with the ACME deployment, you could use the same call flow and sound file group,
and provide a different profile for each regional office that contains the phone
numbers for that office.
11-22 Oracle Voicemail & Fax Administrator’s Guide
12
Scaling the Oracle Voicemail & Fax System
This chapter discusses the following topics:
■
Adding a Voicemail & Fax Server to a VoIP Site on page 12-1
■
Adding a Site to a VoIP Site on page 12-2
■
Adding Oracle Collaboration Suite Databases on page 12-4
See Also: Note 416319.1 on http://www.metalink.com for
information discovered after this document was published.
This chapter discusses how to scale your Oracle Voicemail & Fax system. It specifically
discusses how to add Voicemail & Fax Servers and additional sites to a VoIP site.
(Refer to Chapter 14, "VoIP Gateway Deployments" for information on scaling a VoIP
Gateway system.) In addition, this chapter discusses adding additional Oracle
Collaboration Suite Databases to your system.
Adding a Voicemail & Fax Server to a VoIP Site
You may need to add another Voicemail & Fax Server to an existing site if the volume
of calls increases and cannot be handled with the existing servers. In this situation, you
have an existing PBX and an existing Voicemail & Fax Server. You are adding a second
or subsequent Voicemail & Fax Server (Figure 12–1).
Scaling the Oracle Voicemail & Fax System 12-1
Adding a Site to a VoIP Site
Figure 12–1 Adding a Voicemail & Fax Server to a VoIP Site
To add a Voicemail & Fax Server to a VoIP site:
1.
Follow the instructions in Oracle Voicemail & Fax and Oracle Web Conferencing
Conversion Servers Installation and Upgrade Guide for installing Oracle Voicemail &
Fax.
2.
During the configuration, the instructions prompt you to either create a new
PBX-Application Cluster or select an existing PBX-Application Cluster. Select the
existing PBX-Application Cluster for your site.
3.
Complete the installation and configuration of the software.
4.
Physically connect the PBX to the newly installed Voicemail & Fax Server.
5.
Allocate the phone numbers for the new Voicemail & Fax Server.
6.
Program the PBX to distribute phone calls to the phone numbers belonging to the
new server.
Adding a Site to a VoIP Site
The necessity to add a site to a VoIP site typically occurs when you are adding a new
office to your Oracle Voicemail & Fax system. In a VoIP site, you are adding a new PBX
and a new Voicemail & Fax Server. The steps are the same as if you were setting up a
new Oracle Voicemail & Fax system (Figure 12–2).
12-2 Oracle Voicemail & Fax Administrator’s Guide
Adding a Site to a VoIP Site
Figure 12–2 Adding a Site to a VoIP Site
To add a site to a VoIP site:
1.
Follow the instructions in Oracle Voicemail & Fax and Oracle Web Conferencing
Conversion Servers Installation and Upgrade Guide for installing Oracle Voicemail &
Fax.
2.
During the configuration, create a new PBX-Application Cluster.
3.
Verify that the installation was successful. Follow the instructions in "Verifying the
Voicemail & Fax Installation" in Oracle Collaboration Suite Administrator's Guide.
4.
Connect the PBX to the Voicemail & Fax Server.
5.
Create a hunt group and set up the PBX to communicate with the Voicemail & Fax
Server.
6.
Set up a test user’s phone to roll over to the hunt group after the call is not
answered.
7.
Create your site.
See "Creating and Configuring a Site" on page 2-10 and Chapter 4, "Setting Up
Groups and Sites" for more information on creating your site.
8.
Configure the PBX-Application Cluster.
See "Configuring the PBX-Application Cluster" on page 2-14 and "Configuring
PBX-Application Clusters" on page 3-1 for more information.
9.
Create a test user.
See "Creating an Oracle Voicemail & Fax User" on page 2-17 for more information.
10. Test the Oracle Voicemail & Fax system.
See"Testing the Oracle Voicemail & Fax System" on page 2-17 for more
information.
Scaling the Oracle Voicemail & Fax System 12-3
Adding Oracle Collaboration Suite Databases
Adding Oracle Collaboration Suite Databases
There are many scenarios that may indicate that a new Oracle Collaboration Suite
Database needs to be added to the environment to support your users. You may want
to add a new database to distribute your users among several different databases. You
may want to locate databases in different geographic regions to support
geographically separated users. When you add a new Oracle Collaboration Suite
Database to the Oracle Collaboration Suite system to manage your e-mail and
voicemail users, you need to add the database to the Voicemail & Fax system.
To add a new Oracle Collaboration Suite Database:
1.
Install the new Oracle Collaboration Suite Database and configure it for Oracle
Mail and Oracle Voicemail & Fax.
See the Oracle Collaboration Suite installation guide for your platform for more
information.
2.
Set the database parameters for the database.
See "Setting the Parameters for an Oracle Collaboration Suite Database" on
page 9-1 for more information.
3.
You can accept the remaining Oracle Collaboration Suite Database defaults or
specify the following as necessary:
■
Number of connections to the Oracle Collaboration Suite Database
For more information on setting this parameter, see "Setting the Connections
to an Oracle Collaboration Suite Database" on page 9-2.
■
Voicemail & Fax Applications that can access the database
If you accept the default values, the Oracle Collaboration Suite Database is
made available to all Voicemail & Fax Applications. You can limit the access to
this database using the Set Voicemail & Fax Application Service List on the
Voicemail & Fax administration page. For more information on setting this
parameter, see "Setting the Available Oracle Collaboration Suite Databases" on
page 9-3.
■
Whether the database is a global primary outbox for all Voicemail & Fax
Applications or a primary outbox for specific applications
For more information on setting this parameter, see "Primary Outboxes" on
page 9-5.
12-4 Oracle Voicemail & Fax Administrator’s Guide
13
Performance Tuning
This chapter discusses tuning the Oracle Voicemail & Fax system in the following
topics:
■
Improving Message Delivery Time on page 13-1
■
Adding Threads and Processes on page 13-1
■
Tuning the Message Waiting Indicator Service on page 13-3
See Also: Note 416319.1 on http://www.metalink.com for
information discovered after this document was published.
Improving Message Delivery Time
In a VoIP installation, users in remote sites may experience a delay in hearing their
voicemail messages. This can occur if the data packet size is too small and it takes
multiple retrievals in order to have sufficient data to play a message. You can
configure the buffer size so that larger packets of data are retrieved and delivered at
one time.
The database buffer size can be set globally at the Voicemail & Fax group level, or it
can be set locally at the Voicemail & Fax Application level. Navigate to the
administration page and set the Collaboration Suite Database Read Buffer Size
parameter. The global default is 102400 bytes, and the Voicemail & Fax Application is
set to inherit this value by default.
Adding Threads and Processes
Generally, when you are tuning your Voicemail & Fax Application, you want to start
by adding threads to existing processes because there is less overhead with adding
threads compared to adding a new instance. A general guideline is to keep the number
of threads to no more than 10 to 15 threads per process. Increasing the number of
threads increases the amount of context switching between threads, thus increasing
CPU usage. Depending on your situation and CPU resources, you will need to adapt
this number. The sum of all the threads for all processes for a particular service should
equal the number of concurrent users you are servicing on that particular Applications
tier.
For instance, the Routing Service answers all phone calls for the Applications tier. On a
VoIP deployment, if the Applications tier has 48 telephone ports available, then the
total number of available threads for the Routing Service should be 48. The number
does not need to be greater than 48 because the system will never have more than 48
concurrent calls. In most instances, the number can be fewer than 48 because it is rare
Performance Tuning 13-1
Adding Threads and Processes
that there will be 48 calls coming in simultaneously. Because the Routing Service is
used only at the beginning of a call to identify the caller and route the call to another
service, it takes only seconds for it to handle a call, pass it off, and be ready to accept
another call. Once you determine the total number of threads required for a particular
service, then divide the threads among the processes for that service.
If you find that performance does not sufficiently improve after tuning the number of
threads per process, then you might want to consider adding another instance.
However, when you add another instance, you incur the overhead of adding another
process that has to be managed by Oracle Process Manager and Notification Server
(OPMN), adding another connection to Oracle Internet Directory, and generating an
active message.
The Telephony Monitor Service should not have more than
one instance or thread, because it runs the Oracle Telephony Server.
Note:
Adding Threads to a Process
The number of threads is configurable at the service level. Because the thread
requirements vary depending on the service, this is not inherited from the global
process parameters that are set at the Voicemail & Fax group level.
The threads for a process are set on the administration page for each of the services.
The Threads Per Process parameter is found in the General section of the page. As a
general recommendation, keep the number of threads to be no more than 10 to15 per
process. However, this may need to be adapted to your particular situation. Edit the
number of threads and click Apply. The change takes effect during the next refresh
cycle. Or, if you want the change to take effect immediately, navigate to the home page
for the service and click Refresh or Reload.
Adding and Deleting Instances
You can add and delete service instances, as necessary, to improve the performance of
the following services: Retrieval, Routing, Recording, Interactive Voice Response
(IVR), Call Transfer, Fax Receiving, and Message Waiting Indicator (MWI).
To add an instance:
1.
Navigate to the home page of the service.
2.
In the Components table, click Add One Instance.
3.
When the message appears asking you to confirm that you want to add an
instance, click Yes.
To delete an instance:
1.
Navigate to the home page of the service.
2.
In the Components table, select the instance you want to delete and click Delete
One Instance.
3.
When the message appears asking you to confirm that you want to delete an
instance, click Yes.
You can also add and delete instances from the Components
table on the performance and administration pages.
Note:
13-2 Oracle Voicemail & Fax Administrator’s Guide
Tuning the Message Waiting Indicator Service
Tuning the Message Waiting Indicator Service
Generally, the average time between the point at which a caller records a message and
the time it takes for the message waiting indicator to be turned on should be less than
60 seconds. If you find that it consistently takes longer than a minute, you may want to
modify the number of threads and processes.
Each Oracle Collaboration Suite Database has an MWI_Q queue that allows you to
monitor the message waiting messages on that database. Refer to Oracle Streams
Advanced Queuing User Guide and Reference for more information on how to use the
MWI_Q queue. In particular, you may find the GV$AQ view, which provides
information about the number of messages in different states, to be useful.
Performance Tuning 13-3
Tuning the Message Waiting Indicator Service
13-4 Oracle Voicemail & Fax Administrator’s Guide
A
Troubleshooting
This appendix discusses problems you may encounter as you administer your Oracle
Voicemail & Fax system, and provides solutions to those problems. The appendix
discusses the following topics:
■
Log Files on page A-1
■
Registering Oracle Voicemail & Fax Targets on page A-3
■
Calls Not Passed to Routing Service on page A-4
■
Message Delivery Time Metrics on page A-4
■
Registering the PBX-Application Cluster on page A-5
■
Listening to Voicemail Attachments on page A-5
See Also: Note 416319.1 on http://www.metalink.com for
information discovered after this document was published.
Log Files
Table A–1 lists the log files for each Oracle Voicemail & Fax service and their location.
Table A–1
Oracle Voicemail & Fax Log Files
Oracle Voicemail & Fax
Service
Log File Location and Name
Call Transfer
%ORACLE_HOME%\um\log\CallTransferService
Fax Receiving
%ORACLE_HOME%\um\log\FaxReceiving Service
IVR (Interactive Voice
Response)
%ORACLE_HOME%\um\log\InteractiveVoiceResponseService
Message Delivery Monitor
%ORACLE_HOME%\um\log\MessageDeliveryMonitorService
Message Recovery
%ORACLE_HOME%\um\log\MessageRecoveryService
Message Waiting Indicator
%ORACLE_HOME%\um\log\MWIService
Recording
%ORACLE_HOME%\um\log\RecordingService
Retrieval
%ORACLE_HOME%\um\log\RetrievalService
Routing
%ORACLE_HOME%\um\log\RoutingService
Troubleshooting A-1
Log Files
Table A–1 (Cont.) Oracle Voicemail & Fax Log Files
Oracle Voicemail & Fax
Service
Log File Location and Name
Telephony Monitor
%ORACLE_HOME%\um\log\TelephonyMonitorService
%ORACLE_HOME%\um\log\TelephonyMonitorService\
Containers
%ORACLE_HOME%\um\log\TelephonyMonitorService\
OracleTelephonyServer
There is a log file for each Oracle Voicemail & Fax service that writes status or trace
information as it processes transactions for that particular service. The log level can be
set globally (Voicemail & Fax), at the application level (Voicemail & Fax Application),
and at the service level. To set the log level, navigate to the administration page for the
appropriate level in the hierarchy. For example, to change the log settings for the
Recording Service, navigate to the Recording Service and click the Administration tab.
The log level is set for each service, and any service-level settings override any other
log settings.
By default, the log level is set to NOTIFICATION, which reports all errors and
warnings. When you are trying to track a problem, set the log level to
NOTIFICATION. The TRACE log level is rarely used because it generally produces too
much information. It should not be used during standard business operations because
it can affect process performance. See "Log Parameters" on page B-5 for more
information on the log levels.
The default maximum size of a log file is 500,000 bytes. The log file, log.xml, is the file
to which the logs are being written. When this log file approaches the maximum log
file size, it is renamed log1.xml and log entries continue to be written to log.xml. As
the log file gets filled up, the historical log files keep incrementing so that log1.xml is
the oldest log file, followed by log2.xml, and so on. The default for the maximum
number of log files is 10 log files. When the maximum number of files is reached, the
oldest log file is deleted.
The Telephony Monitor directory contains additional logs for the Oracle Telephony
Server and Container System. The Oracle Telephony Server logs describe system
low-level interactions with Host Media Processing (HMP) Software. The Container
logs describe low-level operations relative to file system and database manipulation.
Viewing the Log Files
You can view the Oracle Voicemail & Fax log files from the Collaboration Suite
Control.
1.
Log in to the host where Oracle Voicemail & Fax is installed.
2.
Click the name of the Oracle Voicemail & Fax standalone instance that takes you to
the home page for the Oracle Collaboration Suite instance of Oracle Voicemail &
Fax.
3.
Click the Logs link at the top right-hand corner of the page.
4.
In the View Logs page, select Voice Mail and Fax from the Available Components
List and click the Move link.
5.
Click Search.
The page refreshes with a list of all Oracle Voicemail & Fax logs.
6.
Click the log file you want to view.
A-2 Oracle Voicemail & Fax Administrator’s Guide
Errors Starting the TelephonyMonitorService
The contents of the log file are displayed in reverse chronological order, with the
most recent entries displayed first. The first 100 entries in the log file are
displayed. If there are more than 100 entries, use a text editor to view the
additional entries in the log file.
Alternatively, you can click the name of the log file and view it in a text editor such as
Microsoft Notepad. The log entries appear within XML tags and the message text of
the log entry appears within the <MSG_TXT> tag.
Search through the log file for any error messages and the related cause and solution.
If you are unable to resolve the error, report the problem to Oracle Support Services.
Registering Oracle Voicemail & Fax Targets
When you install Oracle Voicemail & Fax, the Oracle Voicemail & Fax targets are
registered in Oracle Management Service. If Oracle Management Service is not
running when you install Oracle Voicemail & Fax, the targets are not registered and
will not appear in Enterprise Manager Grid Control. Therefore, you will need to
manually create the Oracle Voicemail & Fax group.
To create the Oracle Voicemail & Fax group:
1.
Log in to Enterprise Manager Grid Control.
2.
Click the All Targets subtab.
3.
In the Add list, select Collaboration Suite Component, and click Go.
4.
Select Voicemail & Fax (10g) from the list, and click Continue.
5.
On the Create Collaboration Suite Component: Properties page, enter the values
for the required fields. Click Help for information on the fields.
Note: The Name field must be the same name that you provided on
the configuration screens for the Oracle Voicemail & Fax group during
the installation of Oracle Voicemail & Fax.
6.
You can verify that the connection to Oracle Internet Directory by clicking Test.
7.
Click Finish.
A confirmation message appears confirming that the target has been created.
After creating the Oracle Voicemail & Fax group, you must register the
PBX-Application Cluster with Oracle Management Service in order to view the target
and its subcomponents. Refer to"Registering the PBX-Application Cluster" on
page A-5 for the procedure to register the PBX-Application Cluster.
Errors Starting the TelephonyMonitorService
If you experience errors starting the TelephonyMonitorService, try checking the
following:
■
■
HMP: Check that HMP is running. To do this, look at the "HMP Configuration
Manager - DCM" to see if the system is enabled, and also check the "HMP License
Manager" to see if the correct, unexpired license is in use with the correct number
of devices enabled for voice and fax.
opmn.xml: Check that the process is enabled in %ORACLE_
HOME%\opmn\conf\opmn.xml.
Troubleshooting A-3
Calls Not Passed to Routing Service
■
■
Oracle Telephony Server configuration: Check the following configuration files
under %ORACLE_HOME%\um\ojtapi\config:
–
sc_vsto.cfg: Check that database information in this file is correct.
–
services.cfg: Check that RoutingService is listed (syntax:
servicename=RoutingService), unless you want to run
SimpleAnswerDemo or pass to another service first.
LDAP: Check that the Oracle Collaboration Suite backend is up and running.
The SimpleAnswerDemo is useful for testing that HMP and the
OracleTelephonyServer are running properly before starting other Oracle Voicemail &
Fax processes (such as RoutingService).
To run SimpleAnswerDemo:
1.
Make sure servicename=SimpleAnswerDemo is the first line in %ORACLE_
HOME%\um\ojtapi\config\services.cfg.
2.
Do one of the following:
■
■
If the TelephonyMonitorService is already running, run %ORACLE_
HOME%\um\ojtapi\sample\SimpleAnswerDemo.bat
Otherwise, run %ORACLE_
HOME%\um\ojtapi\sample\SimpleAnswerDemo-LaunchServer.bat.
This second command shuts down any existing instance of the
OracleTelephonyServer and start a new one to run SimpleAnswerDemo.
Calls Not Passed to Routing Service
If calls are not being passed to the Routing Service, do the following:
1.
Check that both TelephonyMonitorService and RoutingService are running. If
TelephonyMonitorService service is not running, follow the steps for
troubleshooting it, as described in the previous section.
2.
Check that calls are coming into the system. Make sure that HMP is running (as
described in the previous section) and that the desired number of devices are
enabled in the HMP License Manager. You can also run SimpleAnswerDemo and
call into the system to see if it answers the call. You should hear a welcome
message and then a goodbye.
3.
Open %ORACLE_HOME%\um\ojtapi\config\services.cfg and check that
servicename=RoutingService is the first running service in the list. There
could be one or more services in the list.
Message Delivery Time Metrics
If the Message Delivery Time metrics do not appear on the performance page graphs,
follow these steps to determine the cause:
■
■
Verify that the Message Delivery Monitor Service is running:
1.
Navigate to the home page for the Message Delivery Monitor Service.
2.
In the General section of the home page, check to see that the status of the
service is Up.
Verify that the Message Delivery Monitor Service is sending data:
A-4 Oracle Voicemail & Fax Administrator’s Guide
Transferring Calls
1.
From the Message Delivery Monitor Service home page, click the All Metrics
link.
2.
On the All Metrics page, click Message Delivery Monitor Service
Performance Metrics.
3.
Verify that the Average Message Delivery Time is not zero.
If the Average Message Delivery Time is zero, then check the Message Delivery
Monitor Service log files, and verify that the msgDelivery_user was created during
installation.
■
Verify that the msgDelivery_user has been created using one of the following
methods:
–
Log in to Oracle Internet Directory Self-Service Console and verify that the
msgDelivery_user has been created.
–
Check the Message Delivery Monitor log files and verify that the
msgDelivery_user was created.
If the user does not exist, create the msgDelivery_user public user. After you create
the user, you must restart the Message Delivery Monitor Service so that the
required steps are completed for the message delivery time metrics to be
generated and collected. See"Managing Processes Using opmnctl" on page 6-3 for
more information on restarting the service.
Registering the PBX-Application Cluster
Occasionally, during the Oracle Voicemail & Fax installation process, Oracle Universal
Installer is unable to connect to the Enterprise Manager Grid Control and it may fail to
create the PBX-Application Cluster target in the Oracle Management Service. When
this occurs, the PBX-Application Cluster does not appear as a target in the
Components table, and you must register the PBX-Application Cluster in Oracle
Enterprise Manager.
To register the PBX-Application Cluster in Oracle Enterprise Manager:
1.
Navigate to the Voicemail & Fax administration page.
2.
In the Tasks list, click the Go To Task icon for the Register PBX-Application
Cluster task.
A list of the unregistered PBX-Application Clusters appears.
3.
Select the PBX-Application Cluster from the list and click OK.
4.
Check to see that the PBX-Application Cluster appears in the Components table.
Listening to Voicemail Attachments
End users must have a media player that can play WAVE (.wav) files. Many popular
media players such as Windows Media Player support WAVE files. If an end user is
unable to open the WAVE attachment, check to see if they have a media player
installed that supports WAVE files.
Transferring Calls
In the VoIP environment, Oracle Voicemail & Fax needs a SIP Server Address to
complete call transfers. Make sure the first IP listed under SIP Server Addresses on the
Troubleshooting A-5
Transferring Calls
PBX Administration page in Enterprise Manager is the correct IP for handling call
transfers. Call transfer is always done using the first IP in the list.
A-6 Oracle Voicemail & Fax Administrator’s Guide
B
Process Parameters
This appendix describes the Oracle Voicemail & Fax parameters. The parameters are
set on the administration pages for the Voicemail & Fax group, Voicemail & Fax
Application, and each of the services.
Not all parameters apply at each level of the hierarchy, or for
each of the services.
Note:
See Also: Note 416319.1 on http://www.metalink.com for
information discovered after this document was published.
Database Buffers Parameters
The Database Buffers parameters specify the size of the read and write buffers
(Table B–1).
Table B–1
Database Buffers Parameters
Parameter Name
Description
Valid Values/Default Value
Collaboration Suite Database
Read Buffer Size
The amount of data that is read from the database in one read
operation during retrieval of voicemail messages.
Valid Values: Positive integer
Collaboration Suite Database
Write Buffer Size
The amount of data that is written to the database in one write
operation during the sending of voicemail messages.
Valid Values: Positive integer
Default Value: 102400 bytes
Default Value: 524288 bytes
General Parameters
General parameters do not fit any other category of parameters. The general
parameters for each of the services are described in the sections that follow.
Miscellaneous Services
There is only one parameter for the Call Transfer Service, Fax Receiving Service, and
Interactive Voice Response Service (Table B–2).
Table B–2
General Parameters for Miscellaneous Services
Parameter Name
Description
Valid Values/Default Value
Threads Per Process
Number of worker threads for this service within one Java
Virtual Machine (JVM).
Valid Values: A positive value.
Default Value: 4
Process Parameters B-1
General Parameters
Message Delivery Monitor Service
Table B–3 shows the general parameter for the Message Delivery Monitor Service.
Table B–3
General Parameter for the Message Delivery Monitor Service
Parameter Name
Description
Valid Values/Default Value
Process Sleep Duration
Test messages are sent from the Oracle Voicemail & Fax system
to a test account on the Oracle Collaboration Suite Database.
This parameter specifies the time interval between test
messages.
Valid Values: 0 – 2147483647
seconds
Default Value: 600 seconds
Message Waiting Indicator Service
Table B–4 shows the general parameters for the Message Waiting Indicator Service.
Table B–4
General Parameters for Message Waiting Indicator Service
Parameter Name
Description
Valid Values/Default Value
Process Sleep Duration
Number of milliseconds an MWI service instance thread sleeps
between back-to-back MWI requests.
Valid Values: Positive integer
Collaboration Suite Database
Physical Connection Time
Number of seconds a physical database connection between an
MWI service instance and an Oracle Collaboration Suite
Database is idle before the connection is broken.
Valid Values: Positive integer
MWI Mode
In Dispatch mode, the MWI Service processes Oracle
Collaboration Suite Database requests. In Notify mode, the
MWI Service sets the message waiting indicator on the PBX.
Valid Values: Dispatch and
Notify, Dispatch, Notify
Default Value: 250
Default Value: 3600
Default Value: Dispatch and
Notify
Recording Service
Table B–5 shows the general parameters for the Recording Service.
Table B–5
General Parameters for the Recording Service
Parameter Name
Description
Valid Values/Default Value
Threads Per Process
Number of threads for this service within one JVM.
Valid Values: A positive value.
Transfer Application DN
Distinguished name entry for the transfer service. This is the
service to which calls are routed when a user chooses to
transfer to an attendant.
Default Value: 4
Valid Values: A valid Oracle
Internet Directory
distinguished name
Default Value:
cn=%LDAPComputerName%
: %installhome% : transfer,
cn=ovf, cn=%ct_orahome%,
cn=%LDAPComputerName%,
cn=Computers,
cn=oraclecontext
Fax Receiving Application
DN
Distinguished name entry for the fax receiving service. This is
the service to which fax calls are routed.
Valid Values: A valid Oracle
Internet Directory
distinguished name
Default Value:
cn=%LDAPComputerName%
: %installhome% : faxrecv,
cn=ovf, cn=%ct_orahome%,
cn=%LDAPComputerName%,
cn=Computers,
cn=oraclecontext
Retrieval Service
Table B–6 shows the general parameters for the Retrieval Service.
B-2 Oracle Voicemail & Fax Administrator’s Guide
General Parameters
Table B–6
General Parameters for the Retrieval Service
Parameter Name
Description
Valid Values/Default Value
Threads Per Process
Number of worker threads for this service within one Java
Virtual Machine (JVM).
Valid Values: A positive value.
Distinguished name entry for the recording service. This is the
service to which forwarded calls are routed. Forwarded calls
are calls to the voicemail system to record a voicemail message
or to send a fax.
Valid Values: A valid Oracle
Internet Directory
distinguished name
Distinguished name entry for the transfer service. This is the
service to which calls are routed when a user chooses to
transfer to an attendant.
Valid Values: A valid Oracle
Internet Directory
distinguished name
Recording Application DN
Transfer Application DN
Default Value: 4
Default Value:
cn=%LDAPComputerName%
: %installhome% : recording,
cn=ovf, cn=%ct_orahome%,
cn=%LDAPComputerName%,
cn=Computers,
cn=oraclecontext
Default Value:
cn=%LDAPComputerName%
: %installhome% : transfer,
cn=ovf, cn=%ct_orahome%,
cn=%LDAPComputerName%,
cn=Computers,
cn=oraclecontext
Routing Service
Table B–7 shows the general parameters for the Routing Service.
Table B–7
General Parameters for the Routing Service
Parameter Name
Description
Valid Values/Default Value
Threads Per Process
Number of worker threads for this service within one JVM.
Valid Values: A positive value.
Retrieval Application DN
Distinguished name entry for the retrieval service. When a call
is made to the voicemail system to retrieve voicemail messages,
the call is routed to this service.
Default Value: 4
Valid Values: A valid Oracle
Internet Directory
distinguished name
Default Value:
cn=%LDAPComputerName%
: %installhome% : retrieval,
cn=ovf, cn=%ct_orahome%,
cn=%LDAPComputerName%,
cn=Computers,
cn=oraclecontext
Process Parameters B-3
Internet Directory Parameters
Table B–7 (Cont.) General Parameters for the Routing Service
Parameter Name
Description
Valid Values/Default Value
Recording Application DN
Distinguished name entry for the recording service. This is the
service to which forwarded calls are routed. Forwarded calls
are calls to the voicemail system to record a voicemail or to
send a fax.
Valid Values: A valid Oracle
Internet Directory
distinguished name
Distinguished name entry for the transfer service. This is the
service to which calls are routed when a user chooses to
transfer to an attendant.
Valid Values: A valid Oracle
Internet Directory
distinguished name
Transfer Application DN
Default Value:
cn=%LDAPComputerName%
: %installhome% : recording,
cn=ovf, cn=%ct_orahome%,
cn=%LDAPComputerName%,
cn=Computers,
cn=oraclecontext
Default Value:
cn=%LDAPComputerName%
: %installhome% : transfer,
cn=ovf, cn=%ct_orahome%,
cn=%LDAPComputerName%,
cn=Computers,
cn=oraclecontext
Telephony Port Map
Mapping of the Telephony Server’s card port and device
numbers to agent line numbers.
Valid Values: Space delimited
pairs of device name and
agent line number values
Default Values:
blt1LSI1 507654321
blt1LSI2 501234567
Internet Directory Parameters
The Internet Directory parameters in Table B–8 specifies parameters for the Oracle
Internet Directory (OID) from which the Recording Service retrieves recipient
information and connection pool characteristics.
Some parameters apply to some components and not to
others. Therefore, you may not see every parameter shown here on
your page.
Note:
Table B–8
Internet Directory Parameters
Parameter Name
Description
Valid Values/Default Value
Process Refresh Interval
Length of time, in seconds, between attempts by the service to
refresh itself.
Valid Values: Positive integer
Default Value: 3600
Query Timeout
Length of time, in milliseconds, that an Oracle Internet
Valid Values: Positive integer
Directory query may run before the system abandons the query. Default Value: 4000
Initial Connection Pool Size
Number of Oracle Internet Directory connections that are
created at application startup.
Valid Values: Positive integer
Minimum Connection Pool
Size
Minimum number of simultaneous Oracle Internet Directory
connections that an application may use.
Valid Values: Positive integer
Maximum Connection Pool
Size
Maximum number of simultaneous Oracle Internet Directory
connections that an application may use.
Valid Values: Positive integer
Connection Pool Increment
Size
Number of new Oracle Internet Directory connections to create
when all OID connections are in use.
Valid Values: Positive integer
B-4 Oracle Voicemail & Fax Administrator’s Guide
Default Value: 1
Default Value: 1
Default Value: 1, plus the
number of worker threads that
the application uses
Default Value: 1
Log Parameters
Table B–8 (Cont.) Internet Directory Parameters
Parameter Name
Description
Valid Values/Default Value
Connection Timeout
Length of time, in seconds, that an Oracle Internet Directory
connection may be idle before it is released from the connection
pool.
Valid Values: Positive integer
Distinguished name of the Oracle Internet Directory subtree
that will be searched for e-mail users. Oracle Voicemail & Fax
services will be able to find only e-mail users in this subtree.
Valid Values: A valid Oracle
Internet Directory
distinguished name.
Search Base for E-mail Users
Default Value: 3600
Default Value:
cn=EmailServerContainer,cn=
products,cn=oraclecontext
Search Base for Voicemail
Users
Search Base for Voicemail
Processes
Distinguished name of the Oracle Internet Directory subtree
that will be searched for voicemail users. Oracle Voicemail &
Fax services will only be able to find voicemail users in this
subtree.
Valid Values: A valid Oracle
Internet Directory
distinguished name.
A container in Oracle Internet Directory that holds all the
Oracle home and process-level configuration for all Oracle
Voicemail & Fax Applications.
Valid Values: An Oracle
Internet Directory
distinguished name
Default Value:
cn=UMContainer,cn=products
,cn=oraclecontext
Default Value:
cn=Computers,cn=OracleCont
ext
Log Parameters
The log parameters in Table B–9 configure logging for the service.
Some parameters apply to some components and not to
others. Therefore, you may not see every parameter shown here on
your page.
Note:
Process Parameters B-5
PBX-Application Cluster Parameters
Table B–9
Log Parameters
Parameter Name
Description
Valid Values/Default Value
Full Path for Log Directory
Directory where log files are written.
Valid Values: Path name of a
file system directory
Default Values:
On Windows: %ORACLE_
HOME%\um\log
Log Level
Specifies the type of logging performed by the UM process
Valid Values:
INTERNALERROR. Reports
only critical errors.
ERROR. Reports all errors.
WARNING. Reports all errors
and warnings.
NOTIFICATION. Reports
high-level flow of operations
within the process.
TRACE. Reports all
debugging information.
Default Value: WARNING
Maximum Log File Size
Maximum size of each log file, in bytes. Once this size is
exceeded, another log file is created.
Valid Values: A positive
integer
Default Value: 500000
Maximum Number of Log
Files
Maximum number of log files to write for a process. Once the
maximum number of log files has been written and all log files
are full, the oldest log file is overwritten.
Valid Values: A positive
integer
Default Value: 10
The TRACE option should never be used during standard
business operations because it can have a detrimental impact on
process performance.
Note:
PBX-Application Cluster Parameters
The PBX-Application Cluster parameter in Table B–10 specifies the name of the
PBX-Application Cluster associated with this Voicemail & Fax Application.
Table B–10
PBX-Application Cluster Parameter
Parameter Name
Description
Valid Values/Default Value
PBX-Application Cluster
Name
Name of the PBX-Application Cluster with which this
Voicemail & Fax Application is associated.
Valid Values: Valid characters
include alphanumeric
characters, spaces, dashes,
underscores, and colons. Must
not exceed 256 characters.
Default Value: None
B-6 Oracle Voicemail & Fax Administrator’s Guide
Recovery Process Parameters
Process Management Parameters
Some parameters apply to some components and not to
others. Therefore, you may not see every parameter shown here on
your page.
Note:
Table B–11
Process Management Parameters
Parameter Name
Description
Valid Values/Default Value
Frequency of Process Alive
Notifications
Frequency with which the Oracle Voicemail & Fax Services
return a notification to OPMN that the process is alive.
Valid Values: Numeric String
Maximum Queued Process
Administration Requests
Maximum number of requests that may be queued at the
process administration port.
Valid Values: Positive integer
Secure Process Administration
Communication
Specifies whether process administration requests made to
the Voicemail & Fax Services need to be secured.
Valid Values: Boolean
Process Administration Request
Timeout
Time out (in milliseconds) for a request made to the process
administration port.
Valid Values: Positive integer
Default Value: 60 seconds
Default Value: 25
Default Value: True
Default Value: 3600000 msec
Recording Process Parameters
Table B–12
Recording Process Parameters
Parameter Name
Description
Maximum Greeting Play Time The maximum length of silence, in milliseconds, permitted
before the system plays a user’s greeting. If the system is
unable to obtain the user’s greeting from Oracle Internet
Directory in the specified time, the system uses a more generic
greeting based on the user’s phone number or recorded name,
depending on what information was obtained. If this parameter
is not set, there is no time limit besides that which is imposed
by Oracle Internet Directory on each query.
Valid Values/Default Value
Valid Values: A positive
integer to indicate that a time
out is in use or Not Set to
indicate that a time out is not
in use.
Default Value: Not Set
Recovery Process Parameters
Some parameters apply to some components and not to
others. Therefore, you may not see every parameter shown here on
your page.
Note:
Table B–13
Recovery Process Parameters
Parameter Name
Description
Valid Values/Default Value
Process Sleep Duration
Frequency with which Message Recovery Service checks to see
if there are queued messages on the file system
Valid Values: Numeric string
Location where messages are queued.
Valid Values: Valid path name
of a file system directory
Message Queue Location
Default Value: 900 seconds
Default Value: %ORACLE_
HOME%\um\queue
Process Parameters B-7
Telephony Server Parameters
Telephony Server Parameters
The Telephony Server parameters in Table B–14 are used to register the application
with the Telephony Server.
Some parameters apply to some components and not to
others. Therefore, you may not see every parameter shown here on
your page.
Note:
Table B–14
Telephony Server Parameters
Parameter Name
Description
Name
Host name of the Telephony Server.
Valid Values/Default Value
Valid Values: A valid host
Default Value: localhost
Number of Devices
Number of devices enabled in the installation of Oracle
Voicemail & Fax. The number of devices corresponds to the
number of simultaneous calls the application should allow.
Oracle recommends that the
number of devices be
restricted to the number of
Host Media Processing (HMP)
Software licenses the
computer has, or the number
of Routing Services being run,
whichever is lower, to respect
license and processing power
limitations.
SIP Server IP Address
IP Address of your SIP server. This is the digital PBX or call
manager which routes calls and controls MWI functionality for
your architecture.
Valid Values: A valid host
SIP Server Port
Port reserved for the SIP Server for receiving SIP messages,
such as MWI messages. This only needs to be changed if
another application is using the port.
Valid Values: A valid (free)
port
Registry Port
Port the RMI registry will run on. This only needs to be
changed if another application is using the port.
Valid Values: A valid (free)
port
Default Value: localhost
Default Port: 8035
Default Port: 8035
Registry timeout
Timeout for registry startup. This value should only be changed Valid Values: A string of digits
if the server machine is particularly slow and taking a long time
Default Value: 500 ms
to start.
Call Answer Timeout
Specifies the time that the telephony server will wait to
configure resources for this application.
Valid Values: A string of digits
Timeout for the Oracle Telephony Server to process a call. This
value should only be changed if the Oracle Telephony Server
does not seem to be picking up calls due to timeouts.
Valid Values: A string of digits
Configuration Timeout
B-8 Oracle Voicemail & Fax Administrator’s Guide
Default Value: 500
Default Value: 500
C
IVR Worksheet
Use this worksheet to plan your Interactive Voice Response (IVR) deployment. For
each time category, do the following
1.
Give your deployment a name.
2.
Specify a locale for the deployment. By default, this is United States English.
3.
Specify a call flow.
4.
Specify a sound file group. The sound file group consists of roles and sound files
of a specific coder type.
5.
Identify each role in the call flow and enter the name of the role in the Role
column.
6.
You must create a sound file for each role. Enter the location and name of the
sound file in the Sound File column.
7.
Specify the coder type for each sound file in the Coder Type column.
8.
Identify the profiles in the call flow and enter the name of the profiles in the Profile
Key column.
9.
Enter the value of the profile key in the Value column.
Repeat Step 1 through Step 7 for each time category.
Use this worksheet when you create the sound file groups, profiles, and the IVR
deployment. See Chapter 11, "Interactive Voice Response" for more information on
creating IVR deployments.
See Also: Note 416319.1 on http://www.metalink.com for
information discovered after this document was published.
IVR Worksheet
C-1
IVR Worksheet
IVR Worksheet
C-2 Oracle Voicemail & Fax Administrator’s Guide
IVR Worksheet
IVR Worksheet
C-3
IVR Worksheet
C-4 Oracle Voicemail & Fax Administrator’s Guide
D
IVR Call Flow XML
This appendix contains the XML tags used in the IVR call flows.
See Also: Note 416319.1 on http://www.metalink.com for
information discovered after this document was published.
Call Flow XML Tags
These XML tags are used to create call flow documents used in IVR deployments. The
tags fall into the following categories:
■
State tags – Mark the progress of a call through the call flow.
■
Declaration tags – Used to declare profiles and roles.
■
Configuration tags – Specify the default behavior of the application.
■
Action Type tags – Specify the actions associated with a call flow state.
■
Common Action tags – Specify the actions that can be used with any of the action
types.
For each tag, there is a description of the purpose of the XML tag:
■
■
■
Contents describes what is contained within the tag, for example, other XML tags
that may be required or optional. Unless otherwise specified, the tags contained
within a tag must be specified in the order shown. A tag may also contain other
information, for example, the <startState> tag contains name of a state.
Some XML tags have Attributes that are specified within that tag. For example,
the <menuItem> tag has a key attribute. An example of this attribute specified for
the <menuItem> tag is <menuItem key="0">.
Parent Tags lists those tags within which the XML tag may be contained. For
example, the <extensionTransferConfig> tag is always found within the
<globalConfig> tag.
Refer to "About Call Flows" on page 11-8 for information on how these XML tags are
used in a sample call flow, CallFlow1. You can find other examples of call flows in the
following location:
%UM_HOME/sample/ivr
Use an XML editor or any text editor to view and edit these files. Refer to "Sample
Deployments" on page 11-20 for more information about the deployments that use
these call flows
IVR Call Flow XML D-1
State Tags
State Tags
The state tags are used to mark the progress of a call through the call flow.
destinationState
Indicates the state to which control transitions if a specified transition point is reached.
Contents
Name of the state to which control transitions.
Attributes
None
Parent Tags
onSuccess, onCancel, onMiscError, onTimeout, menuItem
endState
Specifies the end state of a call flow.
Contents
Name of the call flow’s end state.
Attributes
None
Parent Tags
stateMachine
previousState
Defines a keypress that causes control to return to the previous state in the current
path.
Contents
None
Attributes
Attribute Name
Value
key
numbers 0 through 9, #, or *
Parent Tags
keyPresses
retreat
Indicates that control should return to the previous state when a menu has timed out.
A menu times out when the caller does not give a timely response (that is, within 8
seconds) and either of the following conditions is true:
D-2 Oracle Voicemail & Fax Administrator’s Guide
State Tags
■
■
The noResponseOk attribute of the containing timeoutBehavior is set to true.
The menu has replayed twice after the caller fails to respond to the current state’s
menu within 8 seconds.
The time within which the caller must respond cannot be configured.
Contents
None
Attributes
None
Parent Tags
timeoutBehavior
startState
Specifies the start state for a call flow.
Contents
Name of the call flow’s start state.
Attributes
None
Parent Tags
stateMachine
state
Defines a state and its action.
Contents
getExtAndTransferAction | extensionTransferAction | mailboxTransferAction |
menuAction | playInfoAction | passToServiceAction
Attributes
A unique name of a state
Parent Tags
stateMachine
stateMachine
Root element of a call flow document.
Contents
declarations, startState, endState +, [globalConfig], state +
Attributes
None
IVR Call Flow XML D-3
Declaration Tags
Parent Tags
None
Declaration Tags
The declarations tags are used to declare profiles and roles in the call flow.
declarations
Contains the declarations for all profile keys and sound file roles used in the call flow.
Contents
profKeys, sfRoles
Attributes
None
Parent Tags
stateMachine
profKey
Contains the declaration for a profile key.
Contents
Name of a profile setting key.
Attributes
None
Parent Tags
profKeys
profKeyRef
Refers to information that is specified in a profile.
Contents
Name of the profile key.
Attributes
None
Parent Tags
mailbox, extension, ivr
profKeys
Contains the declarations for all profile keys.
Contents
profKey +
D-4 Oracle Voicemail & Fax Administrator’s Guide
Configuration Tags
Attributes
None
Parent Tags
declarations
sfRole
Contains the declaration for a single sound file role.
Contents
Name of a sound file role.
Attributes
None
Parent Tags
sfRoles
sfRoleRef
Refers to the role of a sound file that is played.
Contents
Name of a sound file role.
Attributes
None
Parent Tags
soundFile, leadSoundFile
sfRoles
Contains the declarations for all sound file roles.
Contents
sfRole +
Attributes
None
Parent Tags
declarations
Configuration Tags
The configuration tags are used to specify the default behavior of the application.
allConfig
Specifies global configuration information that applies to all states.
IVR Call Flow XML D-5
Configuration Tags
Contents
onMiscError
Attributes
None
Parent Tags
globalConfig
extensionTransferConfig
Contains global configuration information for states with the action type
extensionTransferAction.
Contents
[onMiscError]
Attributes
None
Parent Tags
globalConfig
getExtAndTransferConfig
Contains global configuration information for states with the action type
getExtAndTransferAction.
Contents
[onMiscError], directoryAccess, dialRestriction
Attributes
None
Parent Tags
globalConfig
globalConfig
Container for default configuration information.
Contents
allConfig, [getExtAndTransferConfig], [extensionTransferConfig] ,
[mailboxTransferConfig] , [menuConfig] , [playInfoConfig], [passToServiceConfig]
Attributes
None
Parent Tags
stateMachine
D-6 Oracle Voicemail & Fax Administrator’s Guide
Configuration Tags
mailboxTransferConfig
Contains global configuration information for states with action type
mailboxTransferAction.
Contents
[onMiscError]
Attributes
None
Parent Tags
globalConfig
menuConfig
Contains global configuration information for states with action type menuAction.
Contents
[onMiscError] , keyPresses, timeoutBehavior
Attributes
None
Parent Tags
globalConfig
passToServiceConfig
Contains global information for states with action type passToServiceAction.
Contents
[onMiscError]
Attributes
None
Parent Tags
globalConfig
playInfoConfig
Contains global configuration information for states with action type playInfoAction.
Contents
[onMiscError] , keyInterrupt, keyFlush
Attributes
None
Parent Tags
globalConfig
IVR Call Flow XML D-7
Action Type Tags
Action Type Tags
The action type tags are the possible actions associated with a call flow state.
destroyCallDetails
Indicates whether or not call-detail information is destroyed before the call is passed to
another service.
Contents
true indicates that call-detail information is destroyed; false indicates that call-detail
information is not destroyed before the call is passed to another service. If
waitForReturn is true, call-detail information will be restored when control returns to
this action.
Attributes
None
Parent Tags
passToServiceAction
dialRestriction
Specifies the restrictions on telephone numbers to which callers may transfer. If a
global default is not specified using the <getExtAndTransferConfig> tag,
dialRestriction defaults to SITE.
Contents
The dialRestriction tag may contain the following values:
■
■
■
SITE – Restricts calls to telephone numbers at the primary site.
SYSTEM – Restricts calls to telephone numbers that belong to some site on the
system.
NONE – No restriction is applied. Calls may be transferred to any phone number
that is supported by the PBX.
Specify the contents using the uppercase values.
This tag is nillable.
Attributes
None
Parent Tags
getExtAndTransferConfig, getExtAndTransferAction
directoryAccess
Indicates whether or not dial-by-name directory access is enabled through
getExtAndTransferAction actions.
Contents
true if directory access is enabled; false if directory access is not enabled. Default is
true.
D-8 Oracle Voicemail & Fax Administrator’s Guide
Action Type Tags
Attributes
None
Parent Tags
getExtAndTransferConfig, getExtAndTransferAction
extension
Specifies the number to which a call is transferred when control enters a specific
extensionTransferAction action.
Contents
profKeyRef
Attributes
None
Parent Tags
extensionTransferAction
extensionTransferAction
Indicates configuration information for an extensionTransferAction action.
Contents
[onMiscError] , extension, onSuccess
Attributes
None
Parent Tags
state
getExtAndTransferAction
Indicates configuration information for the getExtAndTransferAction action.
Contents
[onMiscError] , leadSoundFile +, onSuccess, onCancel, onTimeout, directoryAccess
(nillable), dialRestriction (nillable)
Attributes
None
Parent Tags
state
id
Indicates the identifier (ID) of a service to which to pass the current call when control
enters a specific passToServiceAction. You can send a caller to the following Oracle
Voicemail & Fax Services: Retrieval Service, Recording Service, and Fax Receiving
IVR Call Flow XML D-9
Action Type Tags
Service. When calls are sent to the Retrieval or Recording Service, they enter the
services as if they had directly called the Oracle Voicemail & Fax system and were
routed to these services. When the IVR is passed to the Fax Receiving Service, it
behaves in the same way as a fax call coming into Oracle Voicemail & Fax.
Contents
ID of a service to which to send the current phone call. The valid values are:
■
retrieval
■
recording
■
fax
The values are not case-sensitive.
Attributes
None
Parent Tags
passToServiceAction
ivr
Specifies the IVR to which the passToServiceAction action passes the call.
Contents
profKeyRef
Attributes
None
Parent Tags
passToServiceAction
keyFlush
Specifies whether keys pressed during a playInfoAction action are flushed from
memory or saved for future playInfoAction actions. Use keyFlush when you want to
flush the buffer of any of the user’s key presses before going on to the next state. For
example, a user may press the asterisk key twice (**) instead of once. If the buffer is not
flushed out, any extra keypresses (in this instance, the second asterisk) become the
input for the next action requiring a keypress. This may not result in the desired
behavior.
Contents
true flushes the keypresses from memory; false keeps the keypress information for
future actions. Default is true.
This tag is nillable.
Attributes
None
D-10 Oracle Voicemail & Fax Administrator’s Guide
Action Type Tags
Parent Tags
playInfoConfig, playInfoAction
keyInterrupt
Specifies whether or not keys pressed during playInfoAction action interrupts the
playing of messages.
Contents
true interrupts the playing of messages, false does not interrupt the playing of
messages. Default is false.
This tag is nillable.
Attributes
None
Parent Tags
playInfoConfig, playInfoAction
keyPresses
Defines the behavior of keypresses for global defaults or for menu-specific settings.
Contents
menuItem *, [repeatOptions], [previousState]
Attributes
None
Parent Tags
menuConfig, menuAction
leadSoundFile
Indicates a sound file that should be played at the beginning of a state’s action.
Contents
sfRoleRef
Attributes
None
Parent Tags
getExtAndTransferAction, menuAction
mailbox
Specifies the telephone number of a mailbox to which the current caller leaves a
message when control enters a specific mailboxTransferAction action.
Contents
profKeyRef
IVR Call Flow XML
D-11
Action Type Tags
Attributes
None
Parent Tags
mailboxTransferAction
mailboxTransferAction
Indicates configuration information for a mailboxTransferAction action. The action,
mailboxTransferAction, transfers the caller to the Recording Service where the caller
can leave a voicemail message.
Contents
[onMiscError] , mailbox, onSuccess
Attributes
None
Parent Tags
state
menuAction
Indicates configuration information for a menuAction action.
Contents
[onMiscError] , leadSoundFile, keyPresses, timeoutBehavior
Attributes
None
Parent Tags
state
menuItem
Indicates a valid keypress for a menu.
Contents
destinationState
Attributes
Attribute Name
Value
key
numbers 0 through 9, #, or *
Parent Tags
keyPresses
D-12 Oracle Voicemail & Fax Administrator’s Guide
Action Type Tags
passToServiceAction
Indicates configuration information for a passToServiceAction action.
Contents
[onMiscError] , id | ivr
Attributes
None
Parent Tags
state
playInfoAction
Indicates configuration information for a playInfoAction action.
Contents
[onMiscError] , soundFile +, onSuccess, keyInterrupt (nillable), keyFlush (nillable)
Attributes
None
Parent Tags
state
repeatOptions
Defines a keypress that repeats the prompts for this menu.
Contents
None
Attributes
Attribute Name
Value
key
numbers 0 through 9, #, or *
Parent Tags
keyPresses
soundFile
Used to specify the sound file to be played by identifying the associated role, or
identifies the role that is associated with the sound file to be played.
Contents
sfRoleRef
Attributes
None
IVR Call Flow XML
D-13
Common Action Tags
Parent Tags
playInfoAction
Common Action Tags
The common actions are action tags that may be used with any of the action types.
onCancel
Describes a transition that occurs when the caller cancels an action.
Contents
destinationState
This tag is nillable.
Attributes
None
Parent Tags
getExtAndTransferAction
onMiscError
Indicates a transition when an action encounters an unexpected, miscellaneous error.
Contents
destinationState
This tag is nillable.
Attributes
None
Parent Tags
allConfig, getExtAndTransferConfig, extensionTransferConfig, mailboxTransferConfig,
menuConfig, playInfoConfig, passToServiceConfig, getExtAndTransferAction,
extensionTransferAction, mailboxTransferAction, menuAction, playInfoAction,
passToServiceAction
onSuccess
Describes a transition that occurs when a state’s action is successful. The definition of
success depends on the action type. Not all action types use the onSuccess tag.
Contents
destinationState
This tag is nillable.
Attributes
None
D-14 Oracle Voicemail & Fax Administrator’s Guide
Common Action Tags
Parent Tags
getExtAndTransferAction, extensionTransferAction, playInfoAction,
passToServiceAction, mailboxTransferAction
onTimeout
Indicates a transition when the call times out in a particular state. The definition of a
time out depends on the action type of the current state and how the state is
configured.
Contents
destinationState
This tag is nillable.
Attributes
None
Parent Tags
timeoutBehavior, getExtAndTransferAction
timeoutBehavior
Contains information on the behavior of a menu when a user does not respond within
eight seconds. This response time cannot be configured.
Contents
retreat|onTimeout
This tag is nillable.
Attributes
Attribute Name
Value
noResponseOk
true, if the absence of a response from a caller is acceptable
false, if the absence of a response from a caller is an error that causes
the menu to repeat
Parent Tags
menuConfig, menuAction
waitForReturn
Indicates whether or not a passToServiceAction action waits for the target service to
return the call to the call flow. For example, if the call flow passes the call to the
Recording Service, it can wait for the caller to finish recording their message and
return to the call flow to perform another action. If waitForReturn is set to false, once
the call is passed to the Recording Service, the call is not returned to the IVR.
Contents
true, if the current passToServiceAction action waits for the target service to release the
current call to the call flow. false, if the current passToServiceAction action does not
wait for the target service to release the current call.
IVR Call Flow XML
D-15
Common Action Tags
Attributes
None
Parent Tags
passToServiceAction
D-16 Oracle Voicemail & Fax Administrator’s Guide
E
Interactive Voice Response Manager
Commands
This appendix contains the commands for the Interactive Voice Response Manager
(ivrman).
See Also: Note 416319.1 on http://www.metalink.com for
information discovered after this document was published.
IVR Manager
IVR Manager is a command-line tool to create and manage the different components
of IVR deployments. Using IVR Manager, you can do the following:
■
Create, modify, and delete a call flow
■
Create, modify, and delete a sound file group
■
Create, modify, and delete a profile
■
Create, modify, and delete a deployment
The tool can be found on the machine where Oracle Voicemail & Fax is installed at the
following location:
%ORACLE_HOME%/um/scripts
Type ivrman at the command line to get help on the command syntax. You can type
ivrman followed by one of the modes (callflow, sfgroup, profile, deployment) and get
the syntax for all the commands for that mode.
For example, if you type ivrman callflow, the IVR Manager tool displays the
syntax for the ivrman callflow add, ivrman callflow delete, ivrman
callflow dump, ivrman callflow list, and ivrman callflow replace
commands.
ivrman callflow Commands
Use the ivrman callflow commands to create and modify IVR call flows.
ivrman callflow add
Takes the contents of the file_name file and loads the call flow in the Oracle
directory server with the name flow_name
Interactive Voice Response Manager Commands
E-1
ivrman callflow Commands
Syntax
ivrman callflow add flow_name file_name
Parameters
■
flow_name – name of the call flow
■
file_name – name of the XML document that describes the call flow
Comments
If a call flow with the specified name already exists or the contents of the file are in the
wrong format, the tool displays an error message and makes no changes.
To update an existing call flow, use ivrman callflow replace.
ivrman callflow delete
Deletes a call flow and all profiles associated with the call flow.
Syntax
ivrman callflow delete flow_name [-f]
Parameters
■
flow_name – name of the call flow
■
-f – If the -f flag is not specified, the command deletes a call flow only if it is not
referred to in a deployment. The -f flag deletes the call flow even if a deployment
references the call flow.
Comments
If the -f flag is not specified and the call flow is referred to in a deployment, the tool
displays a message telling the user to use the -f flag and it does not delete the call
flow.
ivrman callflow dump
Saves the specified call flow description in the file_name file.
Syntax
ivrman callflow dump flow_name file_name
Parameters
■
flow_name – name of the call flow
■
file_name – name of the XML document
Comments
If the specified call flow does not exist, the tool displays an error. If the file_name
specified already exists, the tool overwrites the contents of the file.
ivrman callflow list
Displays a list of all call flows in the Oracle Voicemail & Fax system.
Syntax
ivrman callflow list
E-2 Oracle Voicemail & Fax Administrator’s Guide
ivrman sfgroup Commands
Comments
None.
ivrman callflow replace
Replaces the specified call flow with the contents of the file_name file.
Syntax
ivrman callflow replace flow_name file_name
Parameters
■
flow_name – name of the call flow
■
file_name – name of the text file
Comments
If the specified call flow does not exist or if the contents of the file are in the wrong
format, the tool displays an error message and makes no changes.
Use the ivrman callflow replace command to make changes to an existing call
flow. To create a new call flow, use the ivrman callflow add command.
ivrman sfgroup Commands
Use the ivrman sfgroup commands to create and modify sound file groups.
ivrman sfgroup add
Adds a new sound file group to Oracle Voicemail & Fax.
Syntax
ivrman sfgroup add group_name
flow_name [-batch file_name]
Parameters
■
group_name – name of the sound file group
■
flow_name – name of the call flow
■
file_name – name of the file that contains the entries for the sound file group
Comments
The ivrman sfgroup add command can be used in interactive mode or batch mode
using the -batch flag.
In interactive mode, IVR Manager prompts you for the path location and coder type of
the sound file for each role in the specified call flow.
In batch mode, the file_name file includes an entry for each role that is declared in
the specified call flow. You must include an entry for each role. One role is specified
per line, and entries are in the following format:
role_name, path_location, coder_type
role_name is the value of the sfRole tag, path_location is the location of the sound file for
this role, and coder_type is the compression algorithm used to compress the sound file.
The following coder types are supported.
Interactive Voice Response Manager Commands
E-3
ivrman sfgroup Commands
Table E–1
Supported Coder Types
Coder Type Name
Description
48k8BitLinear
48 kbps (6 kHz), 8-bit linear PCM
64k8BitLinear
64 kbps (8 kHz), 8-bit linear PCM
88k8BitLinear
88 kbps (11 kHz), 8-bit linear PCM
24kADPCM
24 kbps ADPCM
32kADPCM
32 kbps ADPCM
44kADPCM
44 kbps ADPCM
48kMuLaw
48 kbps MuLaw PCM
64kMuLaw
64 kbps MuLaw PCM
88kMuLaw
88 kbps MuLaw PCM
48kALaw
48 kbps ALaw PCM
64kALaw
64 kbps ALaw PCM
88kALaw
88 kbps ALaw PCM
If the sound file group with the specified name already exists, IVR Manager displays
an error message and exits without adding the sound file group.
ivrman sfgroup delete
Deletes the specified sound file group.
Syntax
ivrman sfgroup delete group_name [-f]
Parameters
■
group_name – name of the sound file group
■
-f – If the -f flag is not specified, the command deletes a sound file group only if
it is not referred to in a deployment. The -f flag deletes the sound file group even
if a deployment references the call flow.
Comments
If the -f flag is not specified and the sound file group is referenced by a deployment,
IVR Manager displays an error message and does not delete the sound file group.
ivrman sfgroup describe
Displays a list of the sound file roles, coder types, and sound file sizes for the specified
sound file group.
Syntax
ivrman sfgroup describe group_name
Parameters
■
group_name – name of the sound file group
E-4 Oracle Voicemail & Fax Administrator’s Guide
ivrman sfgroup Commands
Comments
None
ivrman sfgroup dump
Writes the sound file for the specified role and sound file group to the file_name file.
Syntax
ivrman sfgroup dump group_name role file_name
Parameters
■
group_name – name of the sound file group
■
role – name of the role in the sound file group
■
file_name – name of the file that contains the entries for the sound file group
Comments
None
ivrman sfgroup list
Displays a list of all sound file groups installed in the Oracle Voicemail & Fax system.
Syntax
ivrman sfgroup list
Comments
None
ivrman sfgroup update
Replaces sound files in a sound file group.
Syntax
ivrman sfgroup update group_name [-batch file_name]
Parameters
■
group_name – name of the sound file group
■
file_name – name of the file that contains the entries for the sound file group
Comments
The ivrman sfgroup update command only allows you to update the existing
sound files. If you change the call flow and add another role, you need to delete the
old sound file group, then re-create the sound file group using the new call flow.
The ivrman sfgroup update command can be used in interactive mode or batch
mode using the -batch flag.
In interactive mode, IVR Manager prompts you to enter a sound file and the coder
type for each role in the sound file group. The current setting appears in brackets
beside the prompt. You may change the value or keep the current setting by pressing
Enter.
Interactive Voice Response Manager Commands
E-5
ivrman profile Commands
In batch mode, IVR Manager uses a batch file. Refer to the ivrman sfgroup add
command for the format of this file. You need to specify only those roles whose
settings have changed. The tool does not modify the settings for roles that are not
included.
If the batch file includes a role that is not included in the sound file group, a message is
displayed and the tool ignores the role.
ivrman profile Commands
A profile is associated with a specific call flow. Therefore, you can have two profiles
with the same name if they are tied to different call flows. A profile and a call flow
together are required to identify a particular profile. Therefore, all of the ivrman
profile commands (except ivrman profile list) require that you specify both
the name of the profile and the name of the call flow.
ivrman profile add
Adds a new profile to the Oracle Voicemail & Fax system.
Syntax
ivrman profile add profile_name flow_name [-batch file_name]
Parameters
■
profile_name – name of the profile
■
■
flow_name – name of the call flow for which the profile is being added
file_name – name of the file that contains the profile keys and profile settings for
the named profile. Used in batch mode.
Comments
The ivrman profile add command can be used in interactive mode or in batch
mode using the -batch flag.
In interactive mode, IVR Manager prompts you to enter a value for each profile key
that is declared in the specified call flow. You must provide a value for each profile
key.
In batch mode, the file_name file includes an entry for each profile key in the
specified call flow. One profile key is specified per line, and entries are in the following
format:
profile_key = value
The profile_key is the value of the profKey tag in the call flow and value is the setting for
that key. If the batch file is missing settings for any declared profile key, IVR Manager
prints an error and exits without adding the profile.
If the value is a phone number, the phone number must be entered in international
format as a string of numbers with no spaces or punctuation, for example,
14152926000.
ivrman profile list
Displays a list of all profiles for the specified call flow.
E-6 Oracle Voicemail & Fax Administrator’s Guide
ivrman profile Commands
Syntax
ivrman profile list flow_name
Parameters
■
flow_name – name of the call flow
Comments
None
ivrman profile delete
Deletes the specified profile.
Syntax
ivrman profile delete profile_name flow_name [-f]
Parameters
■
profile_name – name of the profile
■
■
flow_name – name of the call flow for which the profile is being updated
-f – If -f is not specified, the command deletes a profile only if it is not referred to
in a deployment. The -f flag deletes the profile even if it is referenced in a
deployment.
Comments
If the -f flag is not specified and the profile is referenced by a deployment, IVR
Manager displays an error message and does not delete the profile.
ivrman profile dump
Displays the settings for the specified profile.
Syntax
ivrman profile dump profile_name flow_name
Parameters
■
profile_name – name of the profile
■
flow_name – name of the call flow for which the profile is being updated
Comments
IVR Manager displays the settings for a profile using the following format:
profile_key = value
profile_key is the value of the profKey tag in the call flow and value is the setting for that
key.
ivrman profile update
Changes the settings for the profile keys in an installed profile.
Syntax
ivrman profile update profile_name flow_name [-batch file_name]
Interactive Voice Response Manager Commands
E-7
ivrman deployment Commands
Parameters
■
profile_name – name of the profile
■
■
flow_name – name of the call flow for which the profile is being updated
file_name – name of the file that contains the profile keys and profile settings for
the named profile. Used in batch mode.
Comments
The ivrman profile update command can be used in interactive mode or in
batch mode using the -batch flag.
In interactive mode, IVR Manager prompts you to enter a value for each profile key
that is declared in the specified call flow. The current setting appears in brackets next
to the prompt. You may change the value or keep the current setting by pressing Enter.
In batch mode, a file with the profile keys and settings is specified with the -batch
flag. Refer to the ivrman profile add command for the format of this file. You
need to specify only those profile keys whose settings have changed.
ivrman deployment Commands
Use the deployment commands to create and modify your IVR deployments.
ivrman deployment add
Adds a new deployment to the Oracle Voicemail & Fax system.
Syntax
ivrman deployment add deployment_name
Parameters
■
deployment_name – name of the deployment
Comments
The command prompts you to provide a locale for the deployment. This locale setting
is the language in which callers to your system will hear the Oracle Voicemail & Fax
voicemail prompts. This setting is optional; the default is United States English. Use
the ovfucr displaylanguagelist command to display a list of the supported
languages and their codes. See "ovfucr displaylanguagelist" on page 5-10 for more
information on using this command.
The locale setting should not be confused with the language in which you record your
sound files. There is no locale setting for the IVR. To create an IVR in different
languages, you need to provide a different set of sound files, recorded in the languages
you want to support. See the LanguageChoiceAutoAttendant sample IVR deployment
for an example.
The ivrman deployment add command prompts you to provide the name of the
call flow, sound file group, and profile for each time category (Open, Closed, Holiday,
and Special). The call flow, sound file group, and profile for each time category in your
deployment must be created and added before you create a new deployment.
You must provide a call flow, profile, and sound file group for each time category. For
some deployments, the same call flow, sound file group, and profile may be used for
more than one time category. Some call flows may not have sound files associated with
them, for example, a call flow that sends a call directly to a voicemail mailbox. Or in
E-8 Oracle Voicemail & Fax Administrator’s Guide
ivrman deployment Commands
the case of the Special time category, you cannot create a sound file in advance. In this
situation, create a placeholder sound file group or profile.
ivrman deployment delete
Deletes the named deployment.
Syntax
ivrman deployment delete deployment_name
Parameters
■
deployment_name – name of the deployment
Comments
The ivrman deployment delete command does not give you a warning before
deleting the deployment.
ivrman deployment dump
Displays the deployment locale and the call profile, call flow, and sound file group for
each category.
Syntax
ivrman deployment dump deployment _name
Parameters
■
deployment _name – name of the deployment
Comments
None
ivrman deployment list
Displays a list of all IVR deployments on the Oracle Voicemail & Fax system.
Syntax
ivrman deployment list
Comments
None
ivrman deployment update
Updates an existing deployment and assigns a different call flow, profile, or sound file
group to the deployment.
Syntax
ivrman deployment update deployment_name
Parameters
■
deployment_name – name of the deployment
Interactive Voice Response Manager Commands
E-9
ivrman deployment Commands
Comments
Use the ivrman deployment update command to assign a call flow, profile, or
sound file group with a different name to one or more of the time categories. If you
want to make a change to a call flow, profile, or sound file group that is currently
assigned to a deployment, you do not need to update the deployment.
The command prompts you to provide a locale for the deployment. This locale setting
is the language in which callers to your system will hear the Oracle Voicemail & Fax
voicemail prompts. This setting is optional; the default is United States English. Use
the ovfucr displaylanguagelist command to display a list of the supported
languages and their codes. See "ovfucr displaylanguagelist" on page 5-10 for more
information on using this command.
The ivrman deployment update command prompts you to provide the name of
the call flow, sound file group, and profile for each time category (Open, Closed,
Holiday, and Special). You must first use IVR Manager to create and add any new call
flows, sound file groups, or profiles to Oracle Voicemail & Fax before you update the
deployment.
E-10 Oracle Voicemail & Fax Administrator’s Guide
F
Oracle Voicemail & Fax Administration
Configuration
This appendix discusses enabling and disabling Oracle Voicemail & Fax services.
See Also: Note 416319.1 on http://www.metalink.com for
information discovered after this document was published.
Enabling and Disabling Services
By default, when Oracle Voicemail & Fax is installed, all services are enabled. To
enable or disable a service, edit the following file in a text editor:
%ORACLE_HOME%\opmn\conf\opmn.xml
Enabling or disabling a service is controlled with the status parameter for each
service. Search for the process type ID of the service you want to modify, and change
status to enabled or disabled:
<process-type ID="process_type_ID" module-id=module_ID
status="enabled_or_disabled">
See "Oracle Voicemail & Fax Process Type IDs" on page 6-4 for a list of the process type
IDs.
The Message Delivery Service collects data on the length of time it takes to deliver
messages to the Oracle Collaboration Suite Database and reports this information. You
can use this to monitor the performance of your system. This service is optional and
you may disable it. If you do not have any IVR deployments in your system or you are
not enabling the fax receiving feature, you may disable, first, the IVR Service, and
then, the Fax Receiving Service.
Caution: All other Oracle Voicemail & Fax Services are required for
the basic functioning of the voicemail system. If you disable a required
service, your voicemail system may no longer function properly.
Oracle Voicemail & Fax Administration Configuration F-1
Enabling and Disabling Services
F-2 Oracle Voicemail & Fax Administrator’s Guide
Glossary
analog card
A card that supports analog transmission, that is, telephone transmission and
switching that is not digital.
Applications tier
The tier of Oracle Collaboration Suite that runs the server applications that provide
specific functions to end users. The term "Applications tier" replaces the term "middle
tier" that was used in previous releases. Each Applications tier corresponds to an
instance of Oracle Application Server. See also Oracle Collaboration Suite. For Oracle
Voicemail & Fax, this is the tier where the Oracle Voicemail & Fax Server is installed,
which includes the Voicemail & Fax Application and the Telephony Server.
auto attendant
An automated answering service that routes calls to the appropriate places, based on
user-defined steps and responses to prompts.
call flow
A definition of the behavior of an interactive voice response application. The call flow
describes how the caller enters the application, the options and input (keypresses) that
are provided to the caller, and the application’s response to this input.
call flow action
The particular actions in a call flow that are defined by the call flow action. Behaviors
that are supported by the call flow actions include playing a menu, transferring a call
to an extension, transferring a call to a voicemail mailbox, prompting the user for a
telephone extension and transferring the call to the extension, passing the call to
another IVR, and playing a message.
call routing map
A mapping of phone numbers to a particular IVR call flow within a PBX-Application
Cluster.
Call Transfer Service
The service used to transfer calls to the phone number configured as the operator or
attendant number.
call receiver
The person to whom a call is directed. Also referred to as the called party.
Glossary-1
Client tier
Client tier
The tier of Oracle Collaboration Suite that consists of the end-user applications that
reside on client devices, such as desktops, laptops, wireless phones, and PDAs. See also
Oracle Collaboration Suite Applications.
CT Server
A standard developed by the Enterprise Computer Telephony Forum (ECTF) that
defines the infrastructure required to build platform-independent computer telephony
(CT) applications.
direct call
A call to the voicemail system by the voicemail user to listen to his or her messages,
administer greetings and preferences, and so on.
DTMF
Dual-Tone Multifrequency, also known as Touchtone. This is the type of signaling used
in all modern telephony equipment. DTMF is the name given to the system of audible
tones generated by a user when dialing numbers on a telephone, and DTMF phones
usually have 12 keys, (that is, the 10 decimal digits plus the symbols for the pound
sign (#) and the asterisk (*)). Each phone key generates a different pair of audible
frequencies, one high and one low frequency, thus the term dual tone. At the exchange
or receiving equipment, these tones are decoded to determine which keys have been
pressed.
In addition to their use for dialing, these tones are also used to enter data after a
connection has been made, for example when activating voicemail, selecting a service
from automatic answering systems, or banking by phone.
Enterprise Computer Telephony Forum (ECTF)
A vendor-membership organization for developing interoperability standards among
computer telephony devices. The goal of the ECTF is to facilitate the interoperability of
computer telephony (CT) components and technologies to promote an open and
cohesive CT environment.
Fax Receiving Service
The service used to determine if the receiver of the call is a valid user with the fax
access feature enabled. For users with fax access, it receives the fax and sends it to the
call receiver’s Inbox in the Oracle Collaboration Suite Database.
forwarded call
A call that is not answered by the intended receiver of the call and is forwarded to the
voicemail system.
group
A collection of users with similar characteristics. Groups are created in a hierarchical
relationship. Each telephone number is assigned to a group and inherits the properties
of the group to which it is assigned or inherits default values from its parent group.
Host Media Processing (HMP)
Technology used to perform media processing tasks on general-purpose, standard
high-volume servers with Intel Architecture processors, but without specialized digital
signal processing (DSP) hardware.
Glossary-2
LDIF (LDAP Data Interchange Format)
hunt group
The arrangement of a group of telephone lines such that one telephone number is
listed in the directory. A caller dials the listed phone number and is connected by
means of the telephone switching equipment to any line that is available in the hunt
group. The hunt group number is the publicly listed telephone number.
IMAP4
Internet Message Access Protocol. This is an Internet protocol for accessing e-mail
messages on a remote server from a local client. It enables efficient operation such as
downloading only essential data by first getting the e-mail header before the actual
e-mail message download. This makes the protocol well-suited to remote
environments.
IMAP client
A client that uses the IMAP standard to access e-mail messages.
Infrastructure tier
The tier of Oracle Collaboration Suite that consists of the components that provide
services, such as identity management and metadata storage, for the Applications tier.
Components of the Infrastructure tier include Oracle Collaboration Suite Database
and Oracle Identity Management. See also Oracle Collaboration Suite Infrastructure.
International Phone Number Format
Format that includes the country code, city code or area code, and local phone number
expressed as a string of digits with no spaces or punctuation. For example, the United
States phone number 1 (650) 368-7777 expressed in international format is:
16503687777. All phone numbers in the Oracle Voicemail & Fax system are in
international phone number format.
Interactive Voice Response (IVR)
A system that plays messages, transfers calls, searches the user directory, offers simple
DTMF (Dual-Tone Multifrequency) menus, and integrates with the Recording Service
and Retrieval Service. Sometimes referred to as an auto attendant.
IVR (Interactive Voice Response) Service
A service that runs simple call answering programs that administrators can define and
customize. The IVR Service supports multiple administrator-defined IVR deployment
items, each of which may specify a behavior for business hours, nonbusiness hours,
holidays, and special times that fit none of these categories.
LDAP
Lightweight Directory Access Protocol. A standard, extensible directory access
protocol. It is a common language that LDAP clients and servers use to communicate.
This framework of design conventions supports industry-standard directory products,
such as Oracle Internet Directory.
LDIF (LDAP Data Interchange Format)
The set of standards for formatting an input file for any of the LDAP command-line
utilities.
Glossary-3
message coder type
message coder type
A compression algorithm used to compress voicemail messages. Players that can play
Microsoft Windows WAVE files use a 64 kbps (8kHz) 8 bit linear PCM message coder
type.
Message Delivery Monitor Service
This service is used to measure the time it takes to send a message to the Oracle
Collaboration Suite Database by sending test messages to test accounts on each
database, and reporting the time it takes for the message to arrive in the Inbox of the
target database.
Message Recovery Service
This service is used to recover messages that are not successfully delivered, and to
attempt to redeliver the message.
message waiting indicator (MWI)
An indicator, usually a light on the telephone set or an intermittent dial tone, that
users hear when they pick up the receiver, that notifies them that they have a
voicemail message.
MWI Service
This service activates and deactivates users’ message waiting indicators. This is done
in response to requests that are stored on each Oracle Collaboration Suite Database
associated with the service’s Voicemail & Fax Application.
Oracle Collaboration Suite
An integrated suite of software applications to enable communication, messaging, and
content sharing in an enterprise environment. At an architectural level, it includes
three tiers: an Applications tier which consists of server applications that provide the
basic functions, a Client tier which consists of applications on desktops, laptops, and
wireless devices, and an Infrastructure tier which provides centralized services, such
as identity management and metadata storage, for the applications.
Oracle Collaboration Suite Applications
The applications that make up Oracle Collaboration Suite, are the following:
■
Oracle Calendar
■
Oracle Collaboration Suite Search
■
Oracle Content Services
■
Oracle Discussions
■
Oracle Mail
■
Oracle Mobile Collaboration
■
Oracle Real-Time Collaboration
■
Oracle Voicemail & Fax
■
Oracle Workspaces
Each of the preceding applications is a component of Oracle Collaboration Suite
Applications. These applications rely on the services provided by the Infrastructure
tier. See also Applications tier.
Glossary-4
Oracle Process Manager and Notification Server
Oracle Collaboration Suite Database
The default database included with Oracle Collaboration Suite to hold application data
and metadata. The Oracle Collaboration Suite Database is part of the Oracle
Collaboration Suite Infrastructure.
Oracle Collaboration Suite Infrastructure
The underlying components that support Oracle Collaboration Suite and provide
centralized product metadata and security services, configuration information, and
data repositories for Oracle Collaboration Suite Applications. Oracle Collaboration
Suite Infrastructure uses and builds on Oracle Application Server Infrastructure. It
includes the Oracle Collaboration Suite Database and Oracle Identity Management. See
also Infrastructure tier.
Oracle Container
The Oracle extension to the Container Subsystem of the Oracle Telephony Server. It
provides direct access to the Oracle Collaboration Suite Database through Oracle Call
Interface (OCI) and PL/SQL.
Oracle directory server
One of the components of Oracle Internet Directory; it responds to client requests for
information about people and resources, and to updates of that information.
Oracle Enterprise Manager
The Oracle integrated management solution for managing the Oracle environment.
Oracle Identity Management
An integrated set of components that provides distributed security to Oracle products
and makes it possible to centrally and securely manage enterprise identities and their
access to applications in the enterprise. It includes the following components: Oracle
Internet Directory, Oracle Directory Integration and Provisioning, Oracle Delegated
Administration Services, Oracle Application Server Single Sign-On, and Oracle
Application Server Certificate Authority.
Oracle Internet Directory
A general purpose directory that enables retrieval of information about dispersed
users and network resources.
Oracle Internet Directory Self-Service Console
A tool to delegate administrative privileges to system administrators and end users,
that provides a single graphical interface for system administrators and end users to
manage data in the directory. End users can manage their personal profiles, including
password, photograph, time zone, and resource access information. Administrators,
with the required privileges, can manage identity realms, users and groups, services,
accounts, and resource information.
Oracle Mail IMAP Server
The Oracle implementation of the IMAP protocol.
Oracle Process Manager and Notification Server
A management system for Oracle HTTP Server and Oracle Application Server
Containers for J2EE (OC4J) processes within an application server instance, as well as
other processes such as the Oracle Voicemail & Fax services. It acts as a manager
daemon to restart managed services, when necessary.
Glossary-5
Oracle Voicemail & Fax Accounts Manager tool
Oracle Voicemail & Fax Accounts Manager tool
A command-line tool used to create and manage voicemail accounts.
PBX
Private branch exchange, a private telephone network within an enterprise. Users of
the PBX share a number of lines for making telephone calls external to the PBX. The
PBX enables switching of multiple incoming and outgoing lines between multiple
internal phones.
PBX-Application Cluster
The definition of the relationship between one or more PBXes and one or more
Voicemail & Fax Applications that support the PBX. You set the parameters in the
PBX-Application Cluster for a specific PBX. These parameters define how the
Voicemail & Fax Application integrates with the PBX.
PBX IP Media Gateway (PIMG)
An Intel product that converts proprietary digital PBX messages into a format suitable
for transmission over standard IP networks.
POP3
Post Office Protocol 3. A standard protocol that is used by a client to receive e-mail
messages that have been sent to the client over the Internet. The protocol is used to
retrieve the client’s e-mail messages from the server.
POP3 is the most recent version of this protocol and is typically included in software
e-mail applications such as Outlook Express; it is also built into popular browsers, for
example, Microsoft Explorer and Netscape. POP3 is usually employed with Simple
Mail Transfer Protocol (SMTP). IMAP is the alternative protocol to POP3, with more
features for handling the e-mail messages on the server.
primary outbox
The Oracle Collaboration Suite Database to which the Recording Service connects
when it delivers a voicemail message. The primary outbox can be globally specified for
all Voicemail & Fax Applications or it can be set at the application level.
profile
The profile keys and their values for a call flow. Profiles are always associated with a
particular call flow.
profile key
The specification of where a setting must be provided in a call flow. Typically, this is a
telephone number or extension.
Recording Service
A service that verifies that the called party has voice access, then searches for and
plays a greeting, and records a message. When a call is not picked up by the called
party, the call is forwarded to the voicemail system where the Routing Service answers
the call and passes it to the Recording Service. When a voicemail user accesses the
voicemail system, he or she is given the option to record a message. The call is passed
to the Recording Service, which records the message.
Retrieval Service
A service that verifies that the user is a valid voicemail user and authenticates the user.
The Retrieval Service allows users to listen to, save, delete, reply to, or forward
Glossary-6
target
voicemail messages; set passwords; leave a voicemail for another user; and record and
activate greetings. Once the user is successfully authenticated, the Retrieval Service
retrieves the voicemail messages and other account information from the Oracle
Collaboration Suite Database.
role
A placeholder that indicates where a sound file is required in a call flow.
Routing Service
A service that passes calls between the Oracle Voicemail & Fax services. For direct
calls, the Routing Service retrieves call-detail information from the PBX including the
caller’s phone number, the destination phone number, and how the call arrived at the
voicemail system. For forwarded calls, the Routing Service checks the
PBX-Application Cluster’s call routing map. If the call’s destination number is listed in
the call routing map, the call is passed to the IVR Service. All other forwarded calls are
passed to the Recording Service.
SIP
Session Initiation Protocol, an application-layer control protocol. This is a signaling
protocol for Internet conferencing, telephony, presence, events notification, and instant
messaging.
site
A particular type of group with physical site-specific information such as telephone
number translation rules and phone number sets. A phone number must be assigned
to a site or to a group that is a descendant of a site, and it can have only one site in its
hierarchy.
SMTP
Simple Mail Transfer Protocol. The main protocol used to control the transfer of
electronic mail (e-mail) messages on the Internet. SMTP is the TCP/IP protocol, and
this specifies the format of the messages, and how servers and terminals are to
interact.
SMTP is usually employed for sending messages. Other protocols, for example POP3
or IMAP, are used to receive and save messages in a mailbox for download from the
server to a particular terminal, as required by the user. ESMTP, Extended Simple Mail
Transfer Protocol, allows multimedia files to be sent as e-mail attachments.
sound file
The file with the recorded audio message for a role.
sound file group
Mapping of sound files to roles for a call flow.
state
A state marks the progress of a call through a call flow. There are one or more states in
a call flow and each state is associated with a call flow action.
target
A single component that you can monitor or configure with Oracle Enterprise
Manager. Examples of a target include a Oracle 10g Database, Oracle Application
Server or an instance of an HTTP Server, Web application, Sun Solaris host computer,
including its memory, disks, and CPU, and an Oracle Collaboration Suite component
Glossary-7
Telephony Server
such as Voicemail & Fax. In Oracle Voicemail & Fax, targets include the Voicemail &
Fax group, PBX-Application Clusters, Voicemail & Fax Applications, and any of the
services that comprise the application.
Telephony Server
The Telephony Server is a resource manager for the Voicemail & Fax services. Calls
from the PBX are passed to the Telephony Server which then passes the call to the
appropriate Oracle Voicemail & Fax service.
TIFF
Tagged Image File Format. A graphics file format, developed by Aldus and Microsoft,
for exchanging raster graphics (bitmap) images between application programs.
TUI
Telephone user interface, including the telephone keypad and the voicemail interface
that is typically a series of menus and choices.
voicemail account
An account for a user who has been provisioned for voice access and assigned a phone
number. A separate voicemail account is set up for a user at each site where the user
has a phone number.
Voicemail & Fax Application
Ten services that provide the voicemail features. The Voicemail & Fax Application uses
the Java Telephony APIs (JTAPI) to answer calls and pass calls between the different
services.
Voicemail & Fax group
The Voicemail & Fax group is the highest level in the Oracle Voicemail & Fax
hierarchy.
Voicemail & Fax Services
Ten Voicemail & Fax Services that provide the voicemail features. The services include
the Routing Service, Retrieval Service, Recording Service, Interactive Voice Response
Service (IVR), Call Transfer Service, Message Delivery Monitor Service, Message
Recovery Service, Telephony Monitor Service, Fax Receiving Service, and MWI
(Message Waiting Indicator) Service.
Voice over Internet Protocol (VoIP)
A category of hardware and software that uses the Internet as the transmission
medium for telephone calls. Voice data is sent in digital form in packets rather than in
the traditional circuit-committed protocols of the public-switched telephone network
(PSTN). A major advantage of VoIP and Internet telephony is that it eliminates
ordinary toll charges.
WAVE file
An abbreviation for WAVE form audio format, a Microsoft and IBM audio file format
standard for storing audio data on personal computers. It supports a variety of bit
resolutions, sample rates, and channels of audio.
Glossary-8
Index
A
Accounts Manager Tool, 5-6
location of, 5-7
active calls metric, 10-5
active voicemail greeting, 1-2
adding phone numbers, 5-5, 5-7
All Metrics, 10-3
allConfig tag, 11-14, D-5
alternate greeting, 8-4
architecture
Oracle Voicemail & Fax, 1-6
Attendant Extension parameter, 2-13
configuring, 4-5, 8-4
attendants
transferring calls to, 1-8
automatic provisioning of users, 5-3
B
bulk provisioning users,
5-2
C
auto attendants
See Interactive Voice Response system, 1-9
call answering programs
See Interactive Voice Response system, 1-9
call flow
Oracle Voicemail & Fax system, 1-2
call flow actions, 11-11
call flows, Interactive Voice Response
(IVR), 11-8 to 11-16
action
extensionTransferAction, 11-13
menuAction, 11-11
playInfoAction, 11-12
commands, E-1 to E-3
creating, 11-16
reusing, 11-21
call flows, sample, 11-21
deploying, 11-21
location of, 11-21
Call Transfer Service
general parameters, B-1
CallFlow1.xml file, 11-9 to 11-11
Category parameter, 2-12
Collaboration Suite Database Read Buffer Size
parameter, 13-1
configuring
Oracle Voicemail & Fax, 2-9 to 2-17
PBX-Application Clusters, 3-1 to 3-9
connections
encrypting, 7-3
creating
PBX-Application Clusters, 7-2
sites, 2-10 to 2-14
customizing
Oracle Voicemail & Fax menus, 7-5 to 7-8
D
database buffer size, 13-1
Database Buffers parameters, B-1
declarations tag, 11-13, 11-15, D-4
Default Domain Name parameter, configuring, 4-5
deleting
Metrics table records, 7-9
PBX-Application Clusters, 7-3
deployments, 2-7
deployments, Interactive Voice Response (IVR), 11-7
creating, 11-19
examples of, 11-20 to 11-21
mapping phone numbers to, 11-19
destinationState tag, 11-12, D-2
destroyCallDetails tag, D-8
dialRestriction tag, D-8
direct calls, 1-7
routing, 1-8
directoryAccess tag, D-8
distribution lists, 1-2, 8-5
documentation
end-user, 8-1
E
editing
menus.xml file, 7-7
enabling, 5-4
endState tag, 11-14, D-2
End-User Documentation Portal, 8-1
end-user preferences
Index-1
setting, 8-4
end-user tutorials, 8-1
Enterprise Computer Telephony Standards
(ECTF), 1-4
Enterprise Manager targets, accessing, 7-3 to 7-4
Enterprise Manager user, 2-1
extended absence greeting, 8-4
extension tag, 11-13, D-9
extensionTransferAction action, 11-13
extensionTransferAction tag, D-9
extensionTransferConfig tag, D-6
External Dialing Rules parameter, 3-6 to 3-7
configuring, 2-15, 3-7 to 3-8
F
FAQ & Troubleshooting site, 8-1
fax access
provisioning for, 5-1, 5-4
fax features, 1-1
enabling, 4-4, 5-4
fax messages
delivering, 1-9
format, 1-2
Fax Receiving Service
general parameters, B-1
faxes, receiving
metric, 10-2
FaxIn Access parameter, configuring, 5-4
Feature Access parameter, configuring, 4-4
forwarded calls, 1-7
routing, 1-7
G
General parameters
configuring group and site, 4-5
getExtAndTransferAction tag, D-9
getExtAndTransferConfig tag, D-6
getExtensionAndTransfer tag, 11-13
global primary outbox, 9-5
globalConfig tag, 11-14, D-6
Greeting Coder Type parameter, 8-2
configuring, 4-5
greeting not played
troubleshooting, 2-18
greeting response time metrics, 10-3, 10-5
greetings
activating, 8-4
configuring, 4-5
playing, 1-8
types of, 8-3 to 8-4
groups
creating, 4-3
deleting, 4-9 to 4-10
finding, 4-7
inheriting characteristics, 4-4
moving users to, 5-12
multiple, changing parameters of, 4-8 to 4-9
multiple, editing parameters of, 4-8 to 4-9
Index-2
parameters, changing, 4-7
parameters, editing, 4-7
parameters, propagating, 4-9
relationship to Interactive Voice Response (IVR)
deployments, 11-4
searching for, 4-7
H
Host Media Processing (HMP) Software,
A-1
1-4, 1-6,
I
id tag, 11-13, D-9
inheriting characteristics, 4-4
instances
adding, 13-2
deleting, 13-2
Interactive Voice Response (IVR)
actions
call flow, 11-11
extensionTransferAction, 11-13
menuAction, 11-11
playInfoAction, 11-12
call flow XML tags, D-1 to D-16
call flows, 11-8 to 11-16
components, reusing, 11-21
deployments, 11-4, 11-7
deployments, examples of, 11-20 to 11-21
example of, 11-1
initiating, 11-2
menus, playing, 11-11
playing a recorded message, 11-12
relationship of, to groups, 11-3
specifying hours for, 11-5, 11-6 to 11-7
time categories, 11-6
transferring calls to a pre-determined
extension, 11-13
Interactive Voice Response (IVR) Manager
commands, E-1 to E-10
location of, E-1
Interactive Voice Response (IVR) Service
general parameters, B-1
Interactive Voice Response (IVR) system, 1-9
creating, 11-5
Interactive Voice Response parameter
configuring, 2-17, 3-9, 4-6
Internal Dialing Rules parameter, 3-6 to 3-7
configuring, 2-14, 3-7
international phone number format, 5-7
Internet Directory parameters, B-4
ivr tag, D-10
ivrman callflow add command, 11-16, E-1
ivrman callflow delete command, E-2
ivrman callflow dump command, E-2
ivrman callflow list command, E-2
ivrman callflow replace command, E-3
ivrman deployment add command, 11-19, E-8
ivrman deployment delete command, E-9
ivrman
ivrman
ivrman
ivrman
ivrman
ivrman
ivrman
ivrman
ivrman
ivrman
ivrman
ivrman
ivrman
ivrman
deployment dump command, E-9
deployment list command, E-9
deployment update command, E-9
profile add command, 11-18, E-6
profile delete command, E-7
profile dump command, E-7
profile list command, E-6
profile update command, E-7
sfgroup add command, 11-18, E-3
sfgroup delete command, E-4
sfgroup describe command, E-4
sfgroup dump command, E-5
sfgroup list command, E-5
sfgroup update command, E-5
K
keyFlush tag, D-10
keyInterrupt tag, D-11
keyPresses tag, 11-12, D-11
L
language
preferred, 8-4
voicemail prompts, 1-2, 4-5
languages
supported, 8-3
listing, 5-10
LDAP Data Interchange Format (LDIF) file, 5-2
leadSoundFile tag, 11-11, D-11
Length of Local Phone Number parameter, 2-12
configuring, 4-6
local phone number
length of, configuring, 4-6
log files
location of, A-1
parameters, B-6
log levels
configuring, B-6
Log parameters, B-5
login time metrics, 10-3
M
Mailbox Extension Length parameter, 2-12
configuring, 4-6
mailbox tag, 11-14, D-11
mailboxTransferAction tag, 11-14, D-12
mailboxTransferConfig tag, D-7
managing processes
parameters for, B-7
Master Phone Numbers table, 3-2 to 3-4
media players, supported, 8-2
menu play time metrics, 10-4
menuAction
call flow action, 11-11
tag, D-12
menuConfig tag, D-7
menuItem tag, 11-12, D-12
menus.xml file, 7-6 to 7-8
editing, 7-7
location of, 7-7
Message Coder Type parameter, 8-2
configuring, 4-4
message delivery
backup, 1-9
Message Delivery Monitor Service, 7-9
general parameters, B-2
Message Delivery Monitor Time metrics, 7-9
Message Delivery Service, 7-4
disabling, F-1
message delivery time
improving, 13-1
metrics, 10-4, 10-5
message not sent
troubleshooting, 2-19
Message parameters, configuring, 4-4
message play time metrics, 10-4
Message Recovery
and delivering messages, 1-9
message retrieval metric, 10-2
Message Silence Timeout parameter,
configuring, 4-5
Message Truncation Time parameter
configuring, 3-2
message waiting indicator (MWI), 7-8, 7-8 to 7-9
feature, editing, 7-8
feature, enabling, 4-5, 5-4
tuning, 13-3
Message Waiting Indicator Notification,
configuring, 4-5
Message Waiting Indicator Service
general parameters, B-2
messages
forwarding, 8-4
metric notifications
setting up, 10-5
metrics
active calls, 10-5
All Metrics, 10-3
calculating, 10-4
greeting response time, 10-3, 10-5
login time, 10-3
menu play time, 10-4
message delivery time, 10-4, 10-5
message play time, 10-4
message retrieval, 10-2
receiving inbound faxes, 10-2
recording, 10-2
user satisfaction, 10-3
metrics password
changing, 7-5
setting, 9-7
Metrics table, 7-9
MWI Enabled parameter, configuring, 5-4
MWI Phone Number Conversion Rules parameter
configuring, 2-16, 3-8
Index-3
N
P
Name parameter, configuring, 4-4
New User Initial Voicemail Quota parameter,
configuring, 4-5
Parent parameter, 2-12
configuring, 4-4
passToServiceAction tag, 11-13, D-13
passToServiceConfig tag, D-7
Password Length
Minimum, configuring, 4-6
parameter, configuring, 4-6
password, end-user
changing, 8-4
passwords, Oracle Collaboration Suite Databases
changing, 7-5
setting, 9-6 to 9-7
PBX-Application Cluster level
tasks performed at, 2-7
PBX-Application Clusters, 2-7
associating Voicemail & Fax Application
with, 7-1
configuring, 2-14 to 2-17, 3-1 to 3-9
creating, 7-2
deleting, 7-3
parameters, B-6
performance metrics, 10-4
relationship between PBXes and, 2-8
response times, 10-3
PBXes
relationship between PBX-Application Clusters
and, 2-8
performance
adding instances and, 13-2
number of threads and, 13-2
personal greeting, 8-4
Phone Access parameter, configuring, 5-4
phone numbers
adding, 5-5, 5-7
deleting, 5-9
format, 5-7
Phone Numbers parameter
configuring, 2-14, 3-2, 3-4
playInfoAction
action, 11-12
tag, D-13
playInfoConfig tag, D-7
preferred credentials, 2-3
setting, 7-3 to 7-4
Preferred Language, configuring, 4-5, 5-4
previousState tag, D-2
primary outbox
global, setting, 9-5
primary outboxes, 9-5
process management
parameters, B-7
process type IDs, 6-4
profile keys, 11-15
profiles, 11-18
creating, 11-18
profiles, Interactive Voice Response (IVR)
commands, E-6 to E-8
profKey tag, 11-13, D-4
profKeyRef tag, 11-13, D-4
O
onCancel tag, D-14
onMiscError tag, D-14
onSuccess tag, 11-15, D-14
onTimeout tag, 11-15, D-15
opmnctl command
location of, 6-3
verifying services using, 2-6
opmn.xml file, A-3, F-1
Oracle Collaboration Suite Databases, 1-3
adding, 12-4
availability to Voicemail & Fax Applications, 9-2,
9-3 to 9-4
parameters, B-1
parameters, setting, 9-1
passwords, changing, 7-4
restricting access to, 9-3
setting number of connections to, 9-2, 9-2 to 9-3
Oracle Connector for Outlook, 8-4
Oracle Container, 1-5
Oracle Directory Server, 1-3
Oracle Internet Directory Self-Service Console, 5-1
Oracle Mail IMAP Server, 1-2, 1-4
Oracle Voicemail & Fax
architecture, 1-6
features, 1-1
greetings, 8-3 to 8-4
securing, 7-3 to 7-5
targets, 2-5
Oracle Voicemail & Fax Application, 1-5
Oracle Voicemail & Fax hierarchy
navigating, 2-9
verifying, 2-1
Oracle Voicemail & Fax menus,
customizing, 7-5 to 7-8
Oracle Voicemail & Fax Services, 1-5
disabling, F-1
enabling, F-1
optional, 1-5
Oracle Voicemail & Fax system
scaling, 12-1 to 12-4
status of, 10-1
testing, 2-17 to 2-20
Oracle Web Access Client, 8-4
Oracle WebMail, 8-4
ovfmetrics password, 9-7
ovfmetrics user ID, 7-4, 9-7
ovfucr addphonenumber command, 5-7
ovfucr create command, 5-8
ovfucr deletephonenumber command, 5-9
ovfucr displaylanguagelist command, 5-10
ovfucr modifyaccount command, 5-11
Index-4
profKeys tag,
11-13, 11-15, D-4
R
RealPlayer, 8-2
recording metric, 10-2
Recording Process parameter, B-7
configuring, 3-2
Recording Service
general parameters, B-2
Recovery Process parameters, B-7
repeatOptions tag, D-13
retreat tag, D-2
Routing Service
general parameters, B-3
Telephone User Interface, 8-2
customizing, 7-5 to 7-8
Telephony Server, 10-1, 10-5
parameters, B-8
status of, 10-5
threads
adding, 13-1 to 13-2
per process, number of, 13-1
TIFF format, 1-2
time categories
Interactive Voice Response (IVR) system,
timeoutBehavior tag, D-15
Timezone parameter, configuring, 4-6
troubleshooting
greeting does not play, 2-18
message not sent, 2-19
11-6
S
sc_vsto.cfg file, 2-19
scaling
VoIP sites, 12-1 to 12-4
securing
Oracle Voicemail & Fax, 7-3 to 7-5
sfRole tag, 11-11, D-5
sfRoleRef tag, D-5
sfRoles tag, 11-11, 11-16, D-5
site parameters, configuring, 4-6 to 4-7
sites, 4-4
adding, 12-2 to 12-3
creating, 2-10 to 2-14, 4-3
definition of, 4-1
deleting, 4-9 to 4-10
finding, 4-7
parameters, changing, 4-7
parameters, editing, 4-7
parameters, propagating, 4-9
searching for, 4-7
VoIP, 12-1 to 12-3
sound file groups
commands, E-3 to E-6
creating, 11-18
reusing, 11-21
sound file roles, 11-16
sound files, 11-16
creating, 11-17 to 11-18
soundFile tag, D-13
SSL connections, 7-3
startState tag, 11-11, D-3
state tag, 11-12, D-3
stateMachine tag, D-3
status metric, 10-1
SYSMAN user, 2-1
system greeting, 8-3
T
Telephone Number Translation Rules
parameter, 2-13
parameter, configuring, 2-16, 4-6
Telephone Number Translation Rules
parameter, 3-5 to 3-6
U
um password, 9-7
um user ID, 7-4, 9-6
user preferences
editing, 5-4
setting, 1-1
user satisfaction metrics, 10-3
users
automatic provisioning, 5-3
bulk provisioning, 5-2
creating, 2-17
into groups, organizing, 4-1 to 4-2
moving, 5-12
provisioning, 5-1
searching for, 5-4
upgrading, 5-13
V
voice features, 1-1
Voicemail & Fax
performance metrics, 10-4
Voicemail & Fax Application
password, changing, 7-5
password, setting, 9-6
performance metrics, 10-4
Voicemail & Fax Applications
associating with PBX-Application Clusters, 7-1
configuring, 3-10
setting connections to Oracle Collaboration Suite
Database, 9-2, 9-2 to 9-3
Voicemail & Fax Applications level
tasks performed at, 2-8
Voicemail & Fax group, 2-7
configuring, 3-9 to 3-10
Voicemail & Fax group level
tasks performed at, 2-7
Voicemail & Fax Server
adding, 12-1 to 12-2
Voicemail & Fax Services
configuring, 3-10 to 3-11
Voicemail & Fax Services level
Index-5
tasks performed at, 2-8
Voicemail & Fax target, 2-2
voicemail access
configuring, 5-4
provisioning for, 5-1
voicemail accounts
creating, 5-8
multiple, 5-2
preferences, 5-2
preferences, changing, 5-11
voicemail features, 5-4
enabling, 4-4
voicemail messages
accessing through e-mail, 1-1
accessing through GUI clients, 1-1
delivering, 1-9
format, 1-2, 8-2
voicemail password, 1-2
voicemail prompts
language of, 1-2, 8-3
language, configuring, 4-5, 5-4, 8-3
voicemail quota
configuring, 4-5, 5-5
W
waitForReturn tag, D-15
WAVE format, 1-2, 8-2
Windows Media Player, 8-2
X
XML tags
call flow, D-1 to D-16
Index-6