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6 manual
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Contents
Main
Page
Contents
Voicemail Pro 1.
Voicemail Pro Actions 4.
Mailbox Access Controls 6.
Voicemail Pro Examples 7.
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Voicemail Pro Installation and Maintenance Page 9
Voicemail Pro:
1. Voicemail Pro
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Voicemail Pro Installation and Maintenance Page 11
Voicemail Pro:
1.1 What is New in 6.0
Licensing Changes
IP Office Configuration Changes
Voicemail Pro Installation and Maintenance Page 12
Centralized Voicemail
Voicemail Pro Installation and Maintenance Page 13
Voicemail Pro: What is New in 6.0 Voicemail Operation Features
Voicemail on/off. Voicemail email mode. DND on/off.
Follow Me. Forwarding. Edit Voicemail.
Edit Callback Number. Edit Mobile Twinning.
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Voicemail Pro: What is New in 6.0
1.2 Supported Languages
TTY Teletype Prompts
1.3 Number of Simultaneous Users
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2. Installing Voicemail Pro
2.1 General Installation Requirements
2.1.1 PC Specification
Source DVD
IP Office 6.0 Applications DVD (700480569) Languages
See Supported Languages . IP500
IP Office Standard Edition[1], IP Office Professional Edition. License
Basic Voicemail Pro
Voicemail Pro plus UMS Web Voicemail and/or Campaigns
Voicemail Pro plus IVR and or TTS
Voicemail Pro and IP Office Customer Call Reporter
Ports
2.1.2 Voicemail Pro Licenses
Legacy Licenses
2.1.3 Network Requirements
2.1.4 Disk Space Requirements
2.1.5 Web Server Operation
2.1.6 ContactStore Operation
2.1.7 User and Group Mailboxes
2.2 Server/Client Installation
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Voicemail Pro Installation and Maintenance Page 29
Installing Voicemail Pro: Server/Client Installation
2.2.1 Modifying the Installed Components
Voicemail Pro Installation and Maintenance Page 31
Installing Voicemail Pro: Server/Client Installation
2.2.2 Web Campaigns Installation
Windows 2003 Server
2.2.3 The Voicemail Pro Services
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2.3 Upgrading Voicemail Pro
2.3.1 Upgrade from below version 3.2
Voicemail Pro Installation and Maintenance Page 35
Installing Voicemail Pro: Upgrading Voicemail Pro
2.3.2 Upgrade from Version 3.2+
2.3.3 Upgrade to Voicemail Pro
Voicemail Pro Installation and Maintenance Page 37
Installing Voicemail Pro: Upgrading Voicemail Pro
2.4 UMS Web Services
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Installing the Voicemail Pro IMAP Server
Licensing IP Office for Web Services
Configure Users for UMS
Configuring Hunt Groups for UMS
Configuring a User Email account
2.4.2 Web Voicemail Installation
Web Voicemail Installation Requirements
User and Browser Requirements
Voicemail Pro Software Installation with Web Voicemail Component
Licensing IP Office for Web Services
Configure Users for UMS
Configuring Hunt Groups for UMS
UMS Web Voicemail and ContactStore
Playback Control
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2.4.3 Exchange 2007 Installation
Exchange Server 2007 Unified Messaging Configuration
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2.5 Centralized Voicemail Pro
2.5.1 Centralized Voicemail
Summary of IP Office Settings
2.5.2 Fallback IP Office Control
Setup and Requirements for Voicemail Fallback
2.5.3 Backup Voicemail Server Operation
Configuring Backup Server Operation
2.5.4 Distributed Voicemail Servers
Summary of IP Office Configuration Settings for Distributed Voicemail Severs
Configuring Distributed Voicemail Server Operation
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Example: Combined Fallback Control and Backup Server Operation
2.5.6 Installation Notes
SMTP Configuration
Voicemail Pro Configuration
IP Office Configuration
Check the Server Connections
Checking Status with the Voicemail Pro Client
2.6 Voicemail Email
2.6.1 SMTP Setup
2.6.1.1 Selecting SMTP Operation
2.6.1.2 Changing the Server SMTP Settings
2.6.1.3 Setting the Server Email Address
2.6.1.4 SMTP Errors
2.6.2 MAPI Setup
2.6.2.1 Domain Member
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2.6.2.2 Work Group Member
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2.6.3 Voicemail Email Operation
2.6.3.1 User and Group Configuration
2.6.3.2 How Voicemail Email Messages Look
2.6.3.3 The Voicemail Pro Email Action
2.7 Text to Speech (TTS) Installation
TTS Licensing
Languages
2.7.1 Installing Generic Text to Speech
2.7.2 Installing Avaya Text to Speech
2.7.3 Using the Speak Text Action
Voicemail Pro Installation and Maintenance Page 83
Installing Voicemail Pro: Text to Speech (TTS) Installation
2.7.4 Text to Speech SAPI Controls
Example SAPI XML Tags
Voicemail Pro Installation and Maintenance Page 85
Installing Voicemail Pro: Text to Speech (TTS) Installation
2.7.5 Setting Up Text To Speech to Read Email
2.8 IP Office Configuration
2.8.1 System Settings
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2.8.2 User Voicemail Settings
Forward to Voicemail
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2.8.3 User Source Numbers
2.8.4 Hunt Group Settings
Voicemail Answer Time
Hunt Group Settings
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2.8.5 Voicemail Channel Reservations
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2.9 Voicemail Pro Preferences
2.9.1 System Preferences
2.9.1.1 General
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2.9.1.2 Directories
2.9.1.3 MAPI
2.9.1.4 Housekeeping
2.9.1.5 SNMP Alarm
2.9.1.6 Outcalling
2.9.1.7 VPNM
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2.9.2 Control Panel Options
2.9.2.1 System Settings
2.9.2.2 Email Settings
2.9.2.3 SMTP Email Settings
2.10 Troubleshooting
2.10.1 Checking the Voicemail Pro Service
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2.10.2 Voicemail Pro User Log
2.10.3 Tracing in Debug
2.10.4 The Voicemail Console
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3. Using the Voicemail Pro Client
3.1 Logging in to the Voicemail Pro Server
3.2 Continue Offline Message Window
Voicemail Pro Installation and Maintenance Page 121
Using the Voicemail Pro Client: Continue Offline Message Window
3.3 The Main Voicemail Pro Window
3.4 Saving Changes and Making them Live
To save the configuration and make it live
To save the configuration to a file without making it live
3.5 Logging Out
3.6 Voicemail Shutdown or Suspend
Voicemail Pro Installation and Maintenance Page 123
Using the Voicemail Pro Client: Voicemail Shutdown or Suspend
3.7 Closing Down
3.8 Changing Between Offline and Online Mode
3.9 Administrator Accounts
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3.10 Confirm Call Flow Download Window
3.11 Using the Navigation and Details Panes
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3.11.1 Users / Groups
3.11.1.1 Account
Account
Personal Distributions Lists
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Outcalling
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3.11.2 Voicemail Pro Administrators
3.11.3 Server Queues
3.11.3.1 Alarms
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3.11.3.2 Outcalls
3.11.3.3 User Variables
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3.12 Toolbar Icons
3.13 Importing and Exporting
3.14 Backup and Restore Settings
3.14.1 Backup Configuration
3.14.2 Doing a Manual Backup
3.14.3 Restoring a Previous Backup
3.15 Including Other Files
3.16 Start Points
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3.16.1 Default Start Points
3.16.2 Using Start Points
3.16.3 Viewing Call Flows as Text
3.17 User Variables
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Voicemail Pro Installation and Maintenance Page 157
Using the Voicemail Pro Client: User Variables
3.18 Call Variables
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Voicemail Pro Installation and Maintenance Page 159
Using the Voicemail Pro Client: Call Variables
3.19 Creating Modules
3.19.1 Running a Module
3.20 The Conditions Editor
Condition Elements
Logic Settings
3.20.1 Using the Condition Editor
3.20.2 Calendar
3.20.3 Week Planner
Voicemail Pro Installation and Maintenance Page 165
Using the Voicemail Pro Client: The Conditions Editor
3.20.4 Condition
3.20.5 Compare
3.21 About
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4. Voicemail Pro Actions
Voicemail Pro Installation and Maintenance Page 171
Voicemail Pro Actions:
4.1 Connections
4.2 Available Actions
Voicemail Pro Installation and Maintenance Page 173
Voicemail Pro Actions: Available Actions
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4.3 Standard Action Tabs
4.3.1 General
4.3.2 Entry Prompts
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4.3.2.1 Using the Wave Editor
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4.3.3 Specific
4.3.4 Reporting
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4.4 Basic Actions
4.4.1 Generic
4.4.1.1 Arithmetic Evaluation
4.4.1.2 Change Callers Priority
4.4.1.3 Change User or Group Configuration
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4.4.1.4 Clear Counter
4.4.1.5 Counter Decrement
4.4.1.6 Counter Increment
4.4.1.7 Generic Free Format Command
4.4.1.8 Set Counter
4.4.1.9 Set CPxx Value
4.4.1.10 String Manipulation
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4.4.2 Speak Text
Next Connect the result to a following action in the call flow.
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4.4.3 Menu
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4.4.4 Goto
This action does not have any results.
4.4.5 Disconnect
4.4.6 Home
4.4.7 Module Return
4.5 Mailbox Actions
4.5.1 Get Mail
Voicemail on/off. Voicemail email mode. DND on/off.
Follow Me. Forwarding. Edit Voicemail.
Edit Callback Number. Edit Mobile Twinning.
Page
4.5.2 Leave Mail
4.5.3 Listen
Next Connect the result to a following action in the call flow.
4.5.4 Voice Question
4.5.5 Campaign
4.6 Configuration Actions
4.6.1 Edit Play List
4.6.2 Record Name
Voicemail Pro Installation and Maintenance Page 213
Voicemail Pro Actions: Configuration Actions
4.6.3 Personal Options Menu
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Voicemail Pro Installation and Maintenance Page 215
Voicemail Pro Actions: Configuration Actions
4.6.4 Select System Prompt Language
4.7 Telephony Actions
4.7.1 Variable Routing
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4.7.2 Route Incoming Call
4.7.3 Route by Call Status
4.7.4 Transfer
MS-CRM Call Data Tagging
4.7.5 Whisper
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4.7.6 Call List
4.7.7 Dial by Name
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4.7.8 Conferencing Center
4.7.9 Assisted Transfer
MS-CRM Call Data Tagging
4.7.10 Alphanumeric
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4.8 Miscellaneous Actions
4.8.1 eMail
Next Connect the result to the required action.
4.8.2 Open Door
4.8.3 Alarm Set
Next This result connection can be used to connect a subsequent action after the alarm is set.
4.8.4 Clock
Result
4.8.5 Post Dial
Next Connect the result to the required action.
4.8.6 VB Script
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4.8.7 Remote Call Flow
4.9 Condition Actions
4.9.1 Test Condition
4.9.2 Set User Variable
Voicemail Pro Installation and Maintenance Page 245
Voicemail Pro Actions: Condition Actions
4.9.3 Test User Variable
4.9.4 Test Variable
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4.9.5 Decrement and Test Counter
Voicemail Pro Installation and Maintenance Page 249
Voicemail Pro Actions: Condition Actions
4.9.6 Increment and Test Counter
4.10 Database Actions
4.10.1 Database Open
Voicemail Pro Installation and Maintenance Page 251
Voicemail Pro Actions: Database Actions
4.10.2 Database Execute
4.10.3 Database Get Data
Voicemail Pro Installation and Maintenance Page 253
Voicemail Pro Actions: Database Actions
4.10.4 Database Close
4.11 Queue Actions
Voicemail Pro Installation and Maintenance Page 255
Voicemail Pro Actions: Queue Actions
4.11.1 Queue ETA
Next Connect the result Next to a relevant action.
4.11.2 Queue Position
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5. Administration
5.1 Routing Calls to Voicemail
5.1.1 Routing Calls to Voicemail
5.1.2 Forward Unconditional to Voicemail
5.1.3 Transferring Calls to Voicemail
5.1.4 Using Short Codes to Access Voicemail
5.1.5 Using VM: to Access Voicemail
5.1.6 Voicemail Telephone Numbers
5.1.7 Example Call Flow
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5.2 User Voicemail Access
5.2.1 Giving Users Button Access
Voicemail Pro Installation and Maintenance Page 269
Administration: User Voicemail Access
5.2.2 Giving Users Access from Any Extension
5.2.3 Giving Users Access from an External Location
5.2.4 Creating a Trusted Location
Voicemail Pro Installation and Maintenance Page 271
Administration: User Voicemail Access
5.3 Hunt Group Voicemail
5.3.1 Configuring Message Waiting Indication
5.3.2 Configuring Group Broadcast
5.3.3 Using a Short Code to Collect Voicemail
5.3.4 Out of Hours Operation
5.3.5 Configuring Announcements
Enabling Announcements
Recording the Announcements
5.3.6 Customizing Announcements
Voicemail Pro Installation and Maintenance Page 279
Administration: Hunt Group Voicemail
5.3.7 Hunt Group Queuing
5.3.8 Customizing a Hunt Group Call Flow
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5.4 Recording Calls
5.4.1 Call Recording Warning
5.4.2 Changing the Recording Time
5.4.3 Voice Recording Library (VRL)
5.4.4 Manual Call Recording
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5.4.4.1 Setting Manual Recording Options
5.4.4.2 Customizing Manual Recording
5.4.5 Automatic Call Recording
5.4.5.1 Setting Automatic Recording Options
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5.4.5.2 Customizing Auto Recording
5.5 Announcements
5.5.1 Mandatory Announcement Example
5.5.2 Personal Announcements
5.6 Support for Callers with Impaired Hearing
5.6.1 Installing Voicemail Pro TTY Prompts
5.6.2 Changing User Locale
5.6.3 Advice for Mailbox Owners Using a TTY Device
5.6.4 Changing the Language Setting for a TTY Device
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5.7 Changing Language
5.7.1 Supported Languages
TTY Teletype Prompts
Voicemail Pro Installation and Maintenance Page 303
Administration: Changing Language
5.7.2 Changing the Language of System Prompts
5.7.3 Changing the Language of Custom Prompts
Voicemail Pro Installation and Maintenance Page 305
Administration: Changing Language
5.8 Mobile Twinning
5.8.1 Example Call Flow
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Voicemail Pro Installation and Maintenance Page 309
Administration: Mobile Twinning
5.9 Remote Voicemail Notification
5.9.1 Callback
5.9.1.1 Using a Play Configuration Menu Action
5.9.2 Outcalling
5.9.2.1 Setting the Outcalling System Preferences
5.9.2.2 Editing Mailbox Outcalling Settings
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5.10 Automatic Message Deletion
Voicemail Pro Installation and Maintenance Page 317
Administration: Automatic Message Deletion
5.11 Using Voicemail to Give Error Messages
5.12 Mailbox Management
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5.12.1 Disabling a Mailbox
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5.12.3 Outcalling Settings
Voicemail Pro Installation and Maintenance Page 323
Administration: Mailbox Management
5.12.4 Personal Distribution Lists
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6. Mailbox Access Controls
6.1 General Controls
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6.4 Phone Manager
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6.5 Visual Voice
Visual Voice Controls
Using the Visual Voice Button for Voicemail Transfer
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6.6 UMS Web Voicemail
Voicemail Pro Installation and Maintenance Page 337
Mailbox Access Controls: UMS Web Voicemail
Message Types
Controls
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Voicemail Pro Installation and Maintenance Page 339
Mailbox Access Controls: UMS Web Voicemail
6.7 UMS IMAP
6.8 UMS Exchange 2007
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7. Voicemail Pro Examples
7.1 Using VB Script
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7.1.1 VBScript Properties
7.1.1.1 CallingParty Property
7.1.1.2 EstimatedAnswer Property
7.1.1.3 LastAccessedMsg Property
7.1.1.4 Locale Property
7.1.1.5 Name Property
7.1.1.6 NewMsgs Property
7.1.1.7 OldMsgs Property
7.1.1.8 PositionInQueue Property
7.1.1.9 Result Property
7.1.1.10 SavedMsgs Property
7.1.1.11 SavedResult Property
7.1.1.12 Variable Property
7.1.2 VBScript Methods
7.1.2.1 ForwardMsg Method
7.1.2.2 ForwardMsgToMailbox Method
7.1.2.3 FullFilename Method
7.1.2.4 GetCallingParty Method
7.1.2.5 GetDTMF Method
7.1.2.6 GetEstimatedAnswer Method
7.1.2.7 GetExtension Method
7.1.2.8 GetLastAccessed Msg Method
7.1.2.9 GetLocale Method
7.1.2.10 GetMailbox Method
7.1.2.11 GetMailboxMessage Method
7.1.2.12 GetMailboxMessages Method
7.1.2.13 GetMessagePriority Method
7.1.2.14 GetMessagePrivate Method
7.1.2.15 GetMessageStatus Method
7.1.2.16 GetName Method
7.1.2.17 GetNewMsgs Method
7.1.2.18 GetOldMsgs Method
7.1.2.19 GetPositionInQueue Method
7.1.2.20 GetRegister Method
7.1.2.21 GetResult Method
7.1.2.22 GetSavedMsgs Method
7.1.2.23 GetSavedResult Method
7.1.2.24 GetUserExtension Method
7.1.2.25 GetUserMailboxFromExtn Method
7.1.2.26 GetUserVariable Method
7.1.2.27 GetVariable Method
7.1.2.28 MessageCLI Method
7.1.2.29 MessageDisplay Method
7.1.2.30 MessageLength Method
7.1.2.31 MessageTime Method
7.1.2.32 PlayDigits Method
7.1.2.33 PlayLocaleWav Method
7.1.2.34 PlayWav Method
Examples of Time Playback
7.1.2.35 RecordMsg Method
7.1.2.36 RecordRegister Method
7.1.2.37 Register Method
7.1.2.38 SetLocale Method
7.1.2.39 SetMailboxMessage Method
7.1.2.40 SetRegister Method
7.1.2.41 SetResult Method
7.1.2.42 SetSavedResult Method
7.1.2.43 SetUserVariable Method
7.1.2.44 SetVariable Method
7.1.2.45 Speak Method
7.1.2.46 Stop Method
7.2 Database Connection
7.2.1 Example Database Scenario
7.2.1.1 Retrieving Data from the Database
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7.2.1.3 Entering Details into the Database
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7.3 Dial by Name
Voicemail Pro Installation and Maintenance Page 375
Voicemail Pro Examples: Dial by Name
7.3.1 Example Call Flow
7.3.2 Adding a Record Name Module
Voicemail Pro Installation and Maintenance Page 377
Voicemail Pro Examples: Dial by Name
7.3.3 Using the Name Table
7.3.4 Changing Full Names
7.4 Campaigns
7.4.1 Managing Campaigns
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7.4.1.1 Customer Prompts
7.4.1.2 Customer Menu
7.4.1.3 Campaign Identification
7.4.2 Accessing Campaign Results
7.4.2.1 Campaign Park Slots
7.4.2.2 Using the Web Campaign
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7.5 Fax Server Configuration
Voicemail Pro Installation and Maintenance Page 389
Voicemail Pro Examples: Fax Server Configuration
7.5.1 Fax Server Configuration
7.5.2 Setting the VoiceMail Pro System Fax Number
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7.5.3 Setting up Fax Forwarding
7.5.4 Setting Up a User Defined Fax Number
7.5.5 Routing Fax Calls Using a Menu Action
7.5.6 Configuring an Analog Extension Number for Fax Use
7.5.7 Castelle Fax Server
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Voicemail Pro Installation and Maintenance Page 398
8. Appendix
8.1 What Was New in 5.0
Voicemail Pro 5.0
IP Office Configuration Changes
UMS Enhancements
Voicemail Pro Client Changes
Page
Voicemail Pro Installation and Maintenance Page 401
Appendix: What Was New in 5.0
8.2 What Was New in 4.2
8.3 What Was New in 4.1
Voicemail Pro Installation and Maintenance Page 403
Appendix: What Was New in 4.1
8.4 What Was New in 4.0
8.5 Prompts
8.5.1 US English Intuity Prompts
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8.5.2 English Non-Intuity Prompts
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8.6 Installing VoiceMail Pro as an ACM Gateway
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8.7 Installing Networked Messaging (VPNM)
8.7.1 Requirements for VPNM
8.7.2 Installing VoiceMail Pro with VPNM Support
Voicemail Pro Installation and Maintenance Page 429
Appendix: Installing Networked Messaging (VPNM)
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8.7.3 Configuring VPNM Preferences
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8.7.4 Testing a VPNM Setup
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Index
A
B
C
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D
E
F
G
H
I
L
M
N
O
P
Q
R
S
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T
U
V
W
X
Y