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15-601063 manual
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Contents
Main
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Contents
Voicemail Pro Actions6.
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Voicemail Pro Page 9 15-601063 Issue 20l (03 March 2009)IP Office
Voicemail Pro:
1. Voicemail Pro
Voicemail Pro Page 10 15-601063 Issue 20l (03 March 2009)IP Office
Voicemail Pro Page 11
Voicemail Pro:
1.1 What is New
Voicemail Pro 4.2
Voicemail Pro 4.1
Voicemail Pro 4.0
Voicemail Pro Page 13
Voicemail Pro: What is New
1.2 Features of Voicemail Pro
1.3 Supported Languages
Voicemail Pro Page 15 15-601063 Issue 20l (03 March 2009)IP Office
Voicemail Pro: Supported Languages
1.4 Number of Simultaneous Voicemail Users
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2. Installing Voicemail Pro
2.1 General Installation Requirements
2.1.1 PC Specification
Voicemail Pro Page 20 15-601063 Issue 20l (03 March 2009)IP Office
Basic Voicemail Pro
Voicemail Pro plus UMS Web Voicemail and/or Campaigns
Voicemail Pro plus IMS
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Voicemail Pro plus IVR and or TTS
Voicemail Pro plus Compact Call Center
Ports
2.1.2 Network Requirements
2.1.3 Disk Space Requirements
2.1.4 Web Server Operation
2.1.5 Voicemail Email Connection
2.1.6 ContactStore Operation
2.1.7 Voicemail Pro Licenses
2.1.8 User and Group Mailboxes
2.2 Basic Voicemail Installation
2.2.1 Installing Compact Voicemail Pro Server and Client
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2.2.2 Installing Typical Voicemail Pro Server and Client
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2.2.3 Installing Custom Voicemail Pro Server and Client
2.2.4 Removing Software Features from a Voicemail Pro Installation
2.2.5 Configuring Windows 2003 to Work with Web Campaigns
2.2.6 The Voicemail Pro Services
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2.3 Client Only Installation
Voicemail Pro Page 39
Installing Voicemail Pro: Client Only Installation
2.3.1 Installing the VoiceMail Pro Client Only
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Voicemail Pro Page 41
Installing Voicemail Pro: Client Only Installation
2.4 Upgrading Voicemail Pro
2.4.1 Upgrade from below version 3.2
2.4.2 Upgrade from Version 3.2+
Voicemail Pro Page 43
Installing Voicemail Pro: Upgrading Voicemail Pro
2.4.3 Upgrade to Voicemail Pro
2.5 Voicemail Email Installation
2.5.1 Installing VoiceMail Pro for SMTP Voicemail Email
2.5.2 Domain Member
2.5.2.1 Installing VoiceMail Pro for MAPI VoiceMail Email as a Domain Member
2.5.2.2 Creating a Voicemail Domain Account
2.5.2.3 Configuring Outlook for VoiceMail Email
2.5.2.4 Installing the VoiceMail Pro Software
2.5.2.5 Switching VoiceMail Pro to MAPI
2.5.3 Work Group Member
2.5.3.1 Installing VoiceMail Pro for MAPI VoiceMail Email as a Work Group Member
2.5.3.2 Creating a Voicemail User Account
2.5.3.3 Configuring Outlook Express for Internet Mail
2.5.3.4 Configuring Outlook for Internet Mail
2.5.3.5 Configuring Outlook for Exchange Server
2.5.3.6 Installing the VoiceMail Pro Software
2.5.3.7 Switching VoiceMail Pro to MAPI
2.5.3.8 Changing SMTP Email Account Settings
2.5.4 Operation
2.5.4.1 Configuring Email Users and Groups for Voicemail Email
2.5.4.2 IP Office Manager Settings
2.5.4.3 How Voicemail Email Messages Look
2.5.4.4 The Voicemail Pro Email Action
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2.5.4.5 SMTP Errors
2.6 Centralized Voicemail Pro
2.6.1 Planning Requirements
2.6.2 Restrictions
2.6.3 Licensing
2.6.4 Configuring the Remote System Voicemail Settings
Voicemail Pro Page 65
Installing Voicemail Pro: Centralized Voicemail Pro
2.7 Text to Speech (TTS) Install
2.7.1 Installing Generic Text to Speech
2.7.2 Installing Avaya Text to Speech
2.7.3 Using the Speak Text Action
2.7.4 Text to Speech SAPI Controls
Example SAPI XML Tags
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2.7.5 Setting Up Text To Speech to Read Email
2.8 UMS Web Services
2.8.1 IMAP Installation
Installing the Voicemail Pro IMAP Server
Configuring the IP Office for IMAP
Configure IP Office Users for UMS.
Configuring a User Email account
2.8.2 Web Voicemail Installation
Web Voicemail Installation Requirements
User and Browser Requirements
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Voicemail Pro Software Installation with Web Voicemail Component
Configuring the IP Office for Web Services
Configure IP Office Users for UMS.
UMS Web Voicemail and ContactStore
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Playback Control
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2.8.3 Using Web Voicemail
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2.8.4 Using IMAP
2.9 Troubleshooting
2.9.1 Checking the Voicemail Pro Service
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2.9.2 The Voicemail Console
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2.9.3 Voicemail Pro User Log
2.9.4 Tracing in Debug
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3. Configuring Voicemail Pro
3.1 IP Office Configuration
3.1.1 Overview
3.1.2 Identifying the Voicemail Server PC
3.1.3 Configuring Voicemail for Individual Users
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3.1.4 Configuring User Source Numbers
3.1.5 Setting Up Voicemail Transfer Options for a User
3.1.6 Voicemail Channel Reservations
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3.1.7 Using Voicemail to Give Error Messages
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3.2 Voicemail Pro Preferences
3.2.1 System Preferences
3.2.1.1 General
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3.2.1.2 Directories
3.2.1.3 MAPI
3.2.1.4 Housekeeping
3.2.1.5 SNMP Alarm
3.2.1.6 Outcalling
3.2.1.7 VPNM
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3.2.2 Control Panel Options
3.2.2.1 IMS Logging Level
3.2.2.2 IMS Host Server Name
3.2.2.3 Configuring Email Settings
3.2.2.4 Configuring SMTP Email Settings
3.3 Fax Server Configuration
3.3.1 Fax Server Configuration
Voicemail Pro Page 123
Configuring Voicemail Pro: Fax Server Configuration
3.3.2 Setting the VoiceMail Pro System Fax Number
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Voicemail Pro Page 125
Configuring Voicemail Pro: Fax Server Configuration
3.3.3 Setting up Fax Forwarding
3.3.4 Setting Up a User Defined Fax Number
3.3.5 Routing Fax Calls Using a Menu Action
3.3.6 Configuring an Analog Extension Number for Fax Use
3.3.7 Castelle Fax Server
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4. Administration
4.1 Starting the Voicemail Pro Client
4.1.1 Logging in to the Voicemail Pro Server
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Administration: Starting the Voicemail Pro Client
4.1.1.1 Changing Between Offline and Online Mode
4.1.1.2 Continue Offline Message Window
4.1.1.3 Logging Out
4.1.1.4 Closing Down
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Administration: Starting the Voicemail Pro Client
4.2 Administrator Configuration
4.2.1 Changing Administrator Details
4.2.2 Deleting an Administrator
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Administration: Administrator Configuration
4.2.3 Resetting a Password
4.2.4 Releasing a Locked Administrator Login
4.3 General Administration
4.3.1 Changing the Inactivity Timeout
4.3.2 Changing Mailbox Operation Mode
4.3.3 Confirm Call Flow Download Window
4.3.4 Changing your Password
4.4 Routing Calls to Voicemail
4.4.1 Routing Calls to Voicemail
4.4.2 Transferring Calls to Voicemail
4.4.3 Using Short Codes to Access Voicemail
4.4.4 Using VM: to Access Voicemail
4.4.5 Voicemail Telephone Numbers
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4.4.6 Example Call Flow
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4.5 User Voicemail Access
4.5.1 Giving Users Button Access
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4.5.2 Giving Users Access from Any Extension
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Administration: User Voicemail Access
4.5.3 Giving Users Access from an External Location
4.5.4 Creating a Trusted Location
4.6 Mailbox Access Controls
4.6.1 Telephony Operation Mode
Voicemail Pro Page 155
Administration: Mailbox Access Controls
4.6.2 Automatic Message Deletion
4.6.3 Personal Distribution Lists
4.7 Hunt Group Voicemail
Voicemail Pro Page 157
Administration: Hunt Group Voicemail
4.7.1 Hunt Group Configuration in IP Office
4.7.2 Configuring Message Waiting Indication
4.7.3 Configuring Group Broadcast
4.7.4 Using a Short Code to Collect Voicemail
4.7.5 Out of Hours Operation
4.7.6 Configuring Announcements
Enabling Announcements
Recording the Announcements
4.7.7 Customizing Announcements
Voicemail Pro Page 165
Administration: Hunt Group Voicemail
4.7.8 Hunt Group Queuing
4.7.9 Customizing a Hunt Group Call Flow
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4.8 Recording Calls
4.8.1 Call Recording Warning
4.8.2 Changing the Recording Time
4.8.3 Voice Recording Library (VRL)
4.8.4 Manual Call Recording
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4.8.4.1 Setting Manual Recording Options
4.8.4.2 Customizing Manual Recording
4.8.5 Automatic Call Recording
4.8.5.1 Setting Automatic Recording Options
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4.8.5.2 Customizing Auto Recording
4.9 Announcements
4.9.1 Mandatory Announcement Example
4.9.2 Personal Announcements
4.10 Support for Callers with Impaired Hearing
4.10.1 Installing Voicemail Pro TTY Prompts
4.10.2 Changing User Locale
4.10.3 Advice for Mailbox Owners Using a TTY Device
4.10.4 Changing the Language Setting for a TTY Device
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Voicemail Pro Page 187
Administration: Support for Callers with Impaired Hearing
4.11 Changing Language
4.11.1 Supported Languages
4.11.2 Changing the Language of System Prompts
4.11.3 Changing the Language of Custom Prompts
4.12 Mobile Twinning
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Administration: Mobile Twinning
4.12.1 Example Call Flow
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Voicemail Pro Page 193
Administration: Mobile Twinning
4.13 Remote Voicemail Notification
4.13.1 Callback
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Administration: Remote Voicemail Notification
4.13.1.1 Using a Play Configuration Menu Action
4.13.2 Outcalling
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Administration: Remote Voicemail Notification
4.13.2.1 Setting the Outcalling Preferences
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5. Using the Voicemail Pro Client
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Using the Voicemail Pro Client:
5.1 The Main Voicemail Pro Window
5.2 Toolbar Icons
Voicemail Pro Page 203
Using the Voicemail Pro Client: Toolbar Icons
5.3 Saving Changes and Making them Live
5.4 Importing and Exporting Call Flows
5.5 Including Other Files
Voicemail Pro Page 205
Using the Voicemail Pro Client: Including Other Files
5.6 Start Points
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Voicemail Pro Page 207
Using the Voicemail Pro Client: Start Points
5.6.1 Default Start Points
5.6.2 Using Start Points
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5.6.3 Viewing Call Flows as Text
Voicemail Pro Page 211
Using the Voicemail Pro Client: Start Points
5.7 System Variables
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5.7.1 User Defined Variables
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Voicemail Pro Page 215
Using the Voicemail Pro Client: System Variables
5.8 Creating Modules
5.8.1 Running a Module
5.9 The Conditions Editor
5.9.1 Using the Condition Editor
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Voicemail Pro Page 219
Using the Voicemail Pro Client: The Conditions Editor
5.9.2 Calendar
Voicemail Pro Page 221
Using the Voicemail Pro Client: The Conditions Editor
5.9.3 Week Planner
5.9.4 Condition
5.9.5 Compare
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6. Voicemail Pro Actions
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Voicemail Pro Actions:
6.1 Connections
6.2 Available Actions
Voicemail Pro Page 227
Voicemail Pro Actions: Available Actions
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Voicemail Pro Page 229
Voicemail Pro Actions: Available Actions
6.3 Standard Action Tabs
6.3.1 General
6.3.2 Entry Prompts
6.3.3 Using the Wave Editor
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6.3.4 Specific
6.3.5 Reporting
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6.4 Basic Actions
6.4.1 Generic
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6.4.2 Speak Text
6.4.3 Menu
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6.4.4 Goto
6.4.5 Disconnect
6.4.6 Home
6.4.7 Module Return
6.5 Mailbox Actions
Voicemail Pro Page 245
Voicemail Pro Actions: Mailbox Actions
6.5.1 Get Mail
6.5.2 Leave Mail
6.5.3 Listen
6.5.4 Voice Question
6.5.5 Campaign
6.6 Configuration Actions
Voicemail Pro Page 251
Voicemail Pro Actions: Configuration Actions
6.6.1 Edit Play List
6.6.2 Record Name
6.6.3 Play Configuration Menu
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Voicemail Pro Actions: Configuration Actions
6.6.4 Select System Prompt Language
6.7 Telephony Actions
6.7.1 Variable Routing
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6.7.2 Route Incoming Call
6.7.3 Route by Call Status
6.7.4 Transfer
6.7.5 Whisper
6.7.6 Call List
6.7.7 Dial by Name
6.7.8 Conferencing Center
6.7.9 Assisted Transfer
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6.7.10 Alphanumeric
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6.8 Miscellaneous Actions
6.8.1 eMail
6.8.2 Open Door
6.8.3 Alarm Set
6.8.4 Clock
Voicemail Pro Page 271
Voicemail Pro Actions: Miscellaneous Actions
6.8.5 Post Dial
6.8.6 VB Script
6.8.7 Remote Call Flow
6.9 Condition Actions
6.9.1 Test Condition
6.9.2 Set User Variable
6.9.3 Test User Variable
6.9.4 Test Variable
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6.10 Database Actions
Voicemail Pro Page 281
Voicemail Pro Actions: Database Actions
6.10.1 Database Open
6.10.2 Database Execute
6.10.3 Database Get Data
6.10.4 Database Close
6.11 Queue Actions
6.11.1 Queue ETA
Voicemail Pro Page 285
Voicemail Pro Actions: Queue Actions
6.11.2 Queue Position
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7. Prompts
7.1 US English Intuity Prompts
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7.2 English Non-Intuity Prompts
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Voicemail Pro Page 303
Prompts: English Non-Intuity Prompts
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Voicemail Pro Page 305
Prompts: English Non-Intuity Prompts
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8. Voicemail Pro Examples
8.1 Using VB Script
8.1.1 VBScript Properties
8.1.1.1 Overview
8.1.1.2 CallingParty Property
8.1.1.3 EstimatedAnswer Property
8.1.1.4 LastAccessedMsg Property
8.1.1.5 Locale Property
8.1.1.6 Name Property
8.1.1.7 NewMsgs Property
8.1.1.8 OldMsgs Property
8.1.1.9 PositionInQueue Property
8.1.1.10 Result Property
8.1.1.11 SavedMsgs Property
8.1.1.12 SavedResult Property
8.1.1.13 Variable Property
8.1.2 VBScript Methods
8.1.2.1 ForwardMsg Method
8.1.2.2 ForwardMsgToMailbox Method
8.1.2.3 FullFilename Method
8.1.2.4 GetCallingParty Method
8.1.2.5 GetDTMF Method
8.1.2.6 GetEstimatedAnswer Method
8.1.2.7 GetExtension Method
8.1.2.8 GetLocale Method
8.1.2.9 GetMailbox Method
8.1.2.10 GetMailboxMessage Method
8.1.2.11 GetMailboxMessages Method
8.1.2.12 GetMessagePriority Method
8.1.2.13 GetMessagePrivate Method
8.1.2.14 GetMessageStatus Method
8.1.2.15 GetName Method
8.1.2.16 GetNewMsgs Method
8.1.2.17 GetOldMsgs Method
8.1.2.18 GetPositionInQueue Method
8.1.2.19 GetRegister Method
8.1.2.20 GetResult Method
8.1.2.21 GetSavedMsgs Method
8.1.2.22 GetSavedResult Method
8.1.2.23 GetVariable Method
8.1.2.24 MessageCLI Method
8.1.2.25 MessageDisplay Method
8.1.2.26 MessageLength Method
8.1.2.27 MessageTime Method
8.1.2.28 PlayDigits Method
8.1.2.29 PlayLocaleWav Method
8.1.2.30 PlayWav Method
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8.1.2.31 RecordMsg Method
8.1.2.32 RecordRegister Method
8.1.2.33 Register Method
8.1.2.34 SetLocale Method
8.1.2.35 SetMailboxMessage Method
8.1.2.36 SetRegister Method
8.1.2.37 SetResult Method
8.1.2.38 SetSavedResult Method
8.1.2.39 SetVariable Method
8.1.2.40 Speak Method
8.2 IVR: Connecting Voicemail Pro to a Database
8.2.1 Example
8.2.1.1 Database Scenario
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8.2.1.4 Entering Details into the Database
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8.3 Dial by Name
Voicemail Pro Page 347
Voicemail Pro Examples: Dial by Name
8.3.1 Example Call Flow
8.3.2 Adding a Record Name Module
Voicemail Pro Page 349
Voicemail Pro Examples: Dial by Name
8.3.3 Using the Name Table
8.3.4 Changing Full Names
8.4 Campaigns
8.4.1 Managing Campaigns
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8.4.2 Customer Prompts
8.4.3 Customer Menu
8.4.4 Campaign Identification
8.4.5 Granting Access to a Campaign
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8.4.6 Using the Web Campaign
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9. Appendix
9.1 Installing IMS
9.1.1 IMS Limitations
9.1.2 IMS Components
9.1.3 IMS Client PC Requirements
9.1.4 IMS Server PC Requirements
9.1.5 IMS Server Installation
9.1.5.1 Installation Checks
9.1.5.2 Creating the IMS Account
9.1.5.3 IMS Server Preparation
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9.1.5.4 Entering the IMS Licenses
9.1.5.5 Installing the IMS and Voicemail Pro Software
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9.1.5.6 Check the IMS Services
9.1.5.7 Initializing the Call Flow
9.1.5.8 Associating Voice Mailboxes with Email Addresses
9.1.6 IMS Client Installation
9.1.6.1 IMS Client Requirements
9.1.6.2 Adjusting DCOM Settings
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9.1.6.3 Installing the IMS Client Software
9.1.6.4 Opening the Firewall
9.1.6.5 Testing IMS Client Installation
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9.1.6.6 Observing Exchange Operation
Voicemail Pro Page 398
9.1.7 Maintenance
9.1.7.1 Upgrading
Upgrade from Voicemail Pro below version 3.2
Voicemail Pro Page 399
Upgrade from Version 3.2
9.1.7.2 IMS Service Logging
9.1.7.3 IMS Host Server Name
9.1.7.4 IMS Email Settings
9.1.7.5 Troubleshooting DCOM Issues
9.1.7.6 Tracing in Debug
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9.1.7.7 IMS Installation Alternatives
Voicemail Pro Page 409
9.1.8 Known Issues
9.1.8.1 Problems Connecting to IMS on a Domain Controller
9.1.8.2 Problems Connecting to/Synchronizing with IMS
On the Client PC
On the Voicemail Pro/IMS Server machine
Voicemail Pro Page 410
On the Server
9.1.8.3 Unspecified Error 80004005
9.1.8.4 Outlook Cached Exchange Mode
9.1.8.5 Transferring an IMS Account to a New PC
9.1.8.6 IMS Client Not Showing in Outlook Tools
9.1.8.7 Firewall Port Settings
9.1.8.8 VMPro Error 0x80004005
9.1.8.9 Windows Update Causes Voicemail Pro to Stop
9.1.8.10 Saving IMS Messages Past Housekeeping
9.1.8.11 Outlook Delegates Cause IMS to Slow
9.1.8.12 IMS Clients Not Connecting When Outlook Opened
9.1.8.13 Starting IP Office Services Using a Batch File
9.1.8.14 Message Waiting Indicators Not Clearing
9.2 Installing VoiceMail Pro as an ACM Gateway
Voicemail Pro Page 419
Appendix: Installing VoiceMail Pro as an ACM Gateway
9.3 Installing Networked Messaging (VPNM)
9.3.1 Requirements for VPNM
9.3.2 Installing VoiceMail Pro with VPNM Support
Voicemail Pro Page 423
Appendix: Installing Networked Messaging (VPNM)
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9.3.3 Configuring VPNM Preferences
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9.3.4 Testing a VPNM Setup
Voicemail Pro Page 429
Appendix: Installing Networked Messaging (VPNM)
9.4 IP Office to Avaya Interchange
9.4.1 Configuring the Avaya Intuity Audix
9.4.2 Configuring the Avaya Interchange
Voicemail Pro Page 431
Appendix: IP Office to Avaya Interchange
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Voicemail Pro Page 433
Appendix: IP Office to Avaya Interchange
9.4.3 Configuring a DNS Server
9.4.4 Verification and Troubleshooting
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Index
A
B
C
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D
E
F
G
H
I
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K
L
M
N
O
P
Q
R
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T
U
V
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W
X
Y