NetVanta Unified Communications
NetVanta Enterprise Communications Server
Personal Business Assistant User Guide Version
619510003-1A October
Trademarks
Service and Warranty
To the Holder of the Manual
Conventions
Notes provide additional useful information
Enterprise Communications Server
Conventions
Copyright 2009 ADTRAN, Inc
Table of Contents
3 Customizing Incoming Call Options Overview
Managing Extensions and Identities Options
7 Faxing Overview Sending Faxes Receiving Faxes
10 Using Elements to Create Call Answering Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107 Using Standard Elements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111 Using Advanced Elements
First-time Access using the Desktop on page
Changing your Password on page
Accessing your Mailbox for the First Time on page
1 Getting Started
The UC Server is integrated with Active Directory
Conventions
Document conventions
Text
Shortcut menus
First-time Access using the Desktop
Requirements
Starting the Application
To start the application
To change your password and record your greetings
Changing your Password
To set the number of rings on your telephone
Accessing your Mailbox for the First Time
To change the password
2. Select Tools Change User Password
To access your mailbox using your telephone extension
Enterprise Communications Server
Accessing your Mailbox for the First Time
Copyright 2009 ADTRAN, Inc
Customizing your Mailbox using your Telephone
Customizing your Mailbox using your Telephone on page
Customizing your Mailbox using your Computer on page
2 Customizing your Mailbox
To manage your greetings
The maximum length of a recorded greeting is 15 minutes
Changing your password
To change your password
Changing message information
Changing the message summary
Changing the notification option
Changing message sorting options
Managing distribution lists
To change the notification option
To edit a distribution list over the telephone
To delete a distribution list over the telephone
Customizing your Mailbox on page
Customizing your Mailbox using your Computer
Recording and selecting greetings
Creating and recording greetings
To create a new greeting
Playing and deleting greetings
To record a greeting
To play a greeting
The maximum length of a recorded greeting is 15 minutes
To re-record a greeting using the Audio Editor
Re-recording and deleting greetings using the Audio Editor
To delete a greeting
After the current selection Before the current selection
To edit a greeting using the Audio Editor
The maximum length of a recorded greeting is 15 minutes
Recording one-time messages
Selecting greetings
To specify a greeting
External greeting
To create a one-time message for a contact
6. From the Insert new audio list, select at the beginning
To change a one-time message for a contact
To delete a one-time message
Enterprise Communications Server
Customizing your Mailbox using your Computer
Copyright 2009 ADTRAN, Inc
To change the number of rings using the Identities pane
To edit an active service using the Identities pane
To locate an active service using the Identities pane
3 Customizing Incoming Call Options
To change a service using the Identities pane
To view the SIP Authentication
4 Managing Messages using your Telephone
Accessing your Mailbox using your Telephone
Overview on page Accessing your Mailbox using your Telephone on page
Listening to Messages Remotely
To listen to your messages from a remote location
Sending Messages from your Mailbox
To send a voice message from your mailbox
Transferring calls to a mailbox
Forwarding messages
To transfer a call directly to a mailbox
To forward a voice message from your mailbox
Replying to messages
To forward a message by email from your mailbox
To reply to an internal voice message
To reply to an email message
To call back in response to a voice message
cancel
Caller Options
Searching your contacts list
To call back in response to an email message
To search your contacts
To bypass a greeting
To skip out from a greeting
To skip out to another extension after leaving a message
To dial an operator
5 Managing Messages using your Computer
Managing Messages in Microsoft Outlook
Overview on page Managing Messages in Microsoft Outlook on page
Managing Messages in Lotus Notes on page
Listening to voice messages
Managing voice messages in Outlook
To listen to a voice message
Managing voice messages
To print text or an annotation associated with a voice message
1. Select File Print
To save the audio component of a voice message
To move a voice message to a different Outlook folder
To delete a voice message from the inbox
To forward a voice message
Managing fax messages in Outlook
6. Select File Send
To view a fax message
To print a fax message
To delete a fax message from your inbox
To move a fax message to a folder
To forward a fax message by fax
7. Select File Send
Managing Messages in Lotus Notes
Launching Lotus Notes
To forward a fax message by email
7. Select File Send
To launch Lotus Notes with the UC Server the first time
Managing voice messages in Lotus Notes
Listening to voice messages
Managing voice messages
To listen to a voice message
Managing fax messages in Lotus Notes
To reply to a voice message
To forward a voice message
To delete a voice message from the inbox
Managing fax messages
Sent Items-Fax transmission reports
To view a fax message
Synchronizing your password with Lotus Notes
To change your IMAP4 password in the UC Server
To save a fax message to a folder as a PDF file
3. Select Tools Options 4. Select the External Systems tab
Managing Messages in the Mailboxes Menu in the NetVanta UC client
Managing messages
Playing voice messages
To open a fax message in the Fax Viewer
Using attachments
To play a voice message
To create an email attachment
To save an email or fax locally as an attachment
Archiving messages
To archive a message
Copyright 2009 ADTRAN, Inc
619510003-1A
6 Using SIP Telephones
Using SIP Phones on page
Setting the message waiting light on your phone on page
Customizing your Phone
Setting the message waiting light on your phone
Use system defaults
Turn on when new message arrives
Turn off when first message is accessed in
Using SIP Phones
Accessing voicemail messages
To use the message button on a phone with one identity
To use the message button on a phone with more than one identity
Using the NetVanta UC Server conference bridge
Transferring callers directly to voicemail
To perform a blind transfer to another user’s voicemail
2. Enter *86Destination mailbox number
Paging
To access the conference bridge
Conference option list
To send a live page
Parking calls and picking up parked calls
To park a call at the next available number
To park a call at a selected park number
Working with call queues
To answer a parked call
Logging in and out of a queue
Temporarily stop accepting queued calls
To subscribe to a queue
To unsubscribe from a queue
Picking up ringing calls
Checking your agent status in a call queue
To set your agent status to unavailable
To set your agent status to available
Benefits of using connected call pickup
Requirements for using connected call pickup
To configure mobile twinning, see your system administrator
Changing phones during a call
To change phones during a call
Enterprise Communications Server
Using SIP Phones
Copyright 2009 ADTRAN, Inc
Overview on page Sending Faxes on page Receiving Faxes on page
7 Faxing
Overview
Sending Faxes
Sending faxes from other applications using the ADTRAN Fax Printer
To send a fax document from another application
Saving a document as a fax to send later
To save a document as a fax
Changing users when sending a fax or saving a fax to send later
To change users when sending or saving a fax
Sending faxes using the Faxes menu in the NetVanta UC Client
To send a fax using the Faxes menu
To specify fax numbers and account code
Managing outgoing faxes
Sending faxes to a specific fax number using the Send Fax element
To preview a fax document
Enterprise Communications Server
Sending Faxes
Copyright 2009 ADTRAN, Inc
Enterprise Communications Server
Sending Faxes
Zoom in Zoom out
Rotate single page Rotate entire document
To print the first page only of a fax document
To print a fax document
To rename a fax document
Select a folder to view its contents
To copy a fax document
To delete a fax document
To create a folder for fax documents
Viewing the fax queue and status
To view the fax queue
To view an individual fax listed in the fax queue
To change recipients or fax numbers of a fax listed in the fax queue
To reschedule transmission of a fax listed in the fax queue
To forward a fax listed in the fax queue
4. Select Add to list
To suspend transmission of a fax listed in the fax queue
Using fax cover pages
Creating fax cover pages
To delete a fax listed in the fax queue
To create a new fax cover page
Customizing fax cover pages using the Fax Cover Page Editor
To access the Fax Cover Page Editor
Inserting and changing labels and message information
Recipient’s Name
To insert an information label
Recipient Sender Message
To change label content
Using the tool palette to customize fax cover pages
To reposition a label on the canvas
To change the font and style of a label or field
To insert a shape
To reposition a shape on the canvas
To change the shape and size of a shape
To delete a shape
To draw a line
To change or reposition a line
Using the Alignment tools to customize fax cover pages
To insert text in a text box
To insert a bitmap
To move a shape to the front/back in relation to a second shape
Managing fax cover pages
To space two or more objects evenly across/down the canvas
To align two or more objects on the canvas
To preview a fax cover page
To copy a fax cover page
To rename a fax cover page
To delete a fax cover page
Sending cover pages only using Quick Fax
To send a cover page only using Quick Fax
To edit a fax cover page
5. Select File Save
“When phone rates are discounted” means at midnight of the same day
Receiving Faxes
Notifying users of an incoming fax on a shared voice and fax identity
8 Creating Distribution Lists
To create a personal distribution list
To add a user to a distribution list
To delete a user from a distribution list
To change distribution list information
To rename a personal distribution list
To copy a personal distribution list
2. Select Duplicate
9 Creating Custom Call Answering Services
Accessing Services
Overview on page Managing Services on page
Using the Service Editor on page
Managing Services
To create a service
Working with services
To copy a shared service
To preview a service
To activate a service on your extension
Creating and changing service folders
To rename a service
To copy a service
To delete a service
To store a service in a folder
To create a folder
To rename a folder
To copy a folder
The Service Editor
Using the Service Editor
To access the Service Editor
To view an element
Working with Elements to Build a Service
To initiate a call flow for a new service
To add an element to the call flow
To create a service
To delete a link between two elements
Using and deleting links
To link existing elements
Customizing Services using Parameters
Creating loop-back links
To delete an element from the canvas
To create a loop-back link
To validate a service
Validating Services
To view parameters
Troubleshooting Services
To view service warning logs
10 Using Elements to Create Call Answering Services
User context and service elements
Overview on page Using Standard Elements on page
Using Advanced Elements on page
Selecting values within elements using the value selector
Synchronizing contacts
How elements affect user context
Select the Tools menu Synchronize contacts
Allowing callers to make temporary recordings within a service
Enterprise Communications Server
Overview
Copyright 2009 ADTRAN, Inc
Hang-up element
Using Standard Elements
Play One-time Message element
Play Announcement element
Play
Greeting type
Database Values
Announcements
10. Select File Update
To play a greeting from a mailbox using a Play Announcement element
To enable the Play status message mode for greetings
Menu element
To set selection keys on a Menu element
Flow control element
Routing incoming calls based on phone numbers
To set call flow according to an unknown phone number category
3. Select Contacts Unknown
To enter a phone number manually
Routing incoming calls based on times and days
To set call flow according to time restrictions
Voicemail element
Deliver Messages element
1. Select the telephone icon
To delete a target phone number from the list for Deliver Messages
Transfer Call element
To specify a transfer target for the Transfer Call element
Assisted Transfer element
To specify a call number for the Assisted Transfer element
Notify Pager element
To specify a pager number for the Notify Pager element
Send Email element
To specify an account code for the Notify Pager element
Send Fax element
To specify a custom notification
To specify a list of faxes for a Send Fax element
To specify a fax number for the Send Fax element
To include a cover page for the Send Fax element
To send faxes in your mailbox using a Send Fax element
Receive Fax element
Latest Fax in Mailbox All Faxes in Mailbox
All Unread Faxes in Mailbox
Using the Receive Fax Element in a Service
Using the Receive Fax service
Receive Fax Service Example
Creating a Receive Fax service to receive fax notifications
Fax-on-demand element
Page
Using Advanced Elements
Using Advanced Elements
Enterprise Communications Server
Copyright 2009 ADTRAN, Inc
Record Announcement element
Instructing callers how to make a recording
Recording an announcement
Recording a greeting
Recording a temporary recording
Internal Greeting External Greeting Out-of-Office Greeting
Mailbox Identifier
within a service on page
To enable callers to change an announcement in a database
Recording into a database
Advanced Record Announcement Options
To set Take Message specifications
Take Message element
Beep before recording Review message menu
To limit the length of a recorded message
Advanced Menu element
To set selection keys on a menu
To set Take Message specifications
Beep before recording Review message menu
Manage Mailbox element
Change Mailbox Password element
To remove a selection key from a menu
Verify Password element
Text To Speech element
Loop Counter element
Gather Digits element
Compare Data element
To specify the number of digits to gather
To specify types of information using the Create Log Entry element
To direct a caller using the Compare Data element
Create Log Entry element
Applications for the Execute Program element include the following
11 Using Announcements in Call Answering Services
Using Prerecorded Announcements
Overview on page Using Prerecorded Announcements on page
Recording Announcements on page Managing Announcements on page
To preview a prerecorded announcement
To select a prerecorded announcement for an element
Recording Announcements
To create an announcement
Creating and recording announcements
To record an announcement
Audio commands
9. Select File Update
Changing announcements
The maximum length of a recorded announcement is 15 minutes
View and select commands
Process commands
Deselect the waveform by selecting anywhere in the waveform
To select part of the waveform
To delete part of an announcement
3. Select View Zoom to Fit All
10. Select File Update
8. Select play to review the selected portion of the announcement
To add to an announcement
3. Select View Zoom to Fit All
14. Select File Update
To change the volume of a recording
Increase Volume Decrease Volume Maximize Volume
7. Select File Update
Managing Announcements
To create a folder for announcements
To put an announcement in a folder
To copy an announcement
Enterprise Communications Server
Managing Announcements
Copyright 2009 ADTRAN, Inc
12 Using Databases in Call Answering Services
Accessing Data using Database Service Elements on page
Using Database Elements on page
Managing Data Sources
To add information in a user data table
The Add button is editable and might have a different title
To change information in a user data table
To delete a row in a user data table
Data Type Definitions
Data Type
Value
Examples
Accessing Data using Database Service Elements
Using the Data Source Selector
To specify a data source for an element
You can also type a filter value manually in the filter value box
Table 12-1 System values
Name
Description
Example Format
Table 12-1 System values Continued
Using Database Elements
Table 12-2 Database elements
Fetch Data results
Fetch Data element
Sorting data rows
Dial for Data element
Selecting a row of data
Dialing for Data results
Sorting data rows
Add Data element
Selecting a row of data
To specify a source and fields for the Add Data element
Delete Data element
To delete a field assignment for the Add Data element
Update Data element
To specify field assignments for the Update Data element
Move Current Row element
Applying the move current row element
Prompt for Current Row element
Caller input and results
Prompting callers when more than one row is returned
Caller prompts
13 Importing and Exporting
Starting the Import/Export Wizard
Importing and Exporting Items
Overview on page Starting the Import/Export Wizard on page
To export an item
14 Setting Options
Setting General Options
Setting General Options on page
Setting Message Delivery Options on page
To change your message waiting light behavior
Setting Message Delivery Options
1. Select Tools Options
To specify a default account code
To specify conditions to cancel Active Message Delivery
1. Select Tools Options 2. Select the Message Delivery tab
To set the number of minutes to wait between delivery attempts
To set the message summary mode using the desktop
Disabled Quick Verbose
Customizing your Mailbox
Sorting messages
Turning password verification on or off
To turn message information on or off using the desktop
To turn password verification on or off
Turning message information on or off
Setting Integrated Messaging Options
To specify display options for new LMS messages
1. Select Tools Options 2. Select the Integrated Messaging tab
To change the new LMS message notification sound
To change the IMAP user password
Compressing Voice Messages
1. Select Tools Options 2. Select the External Systems tab
To set the level of voice message compression
Enterprise Communications Server
Compressing Voice Messages
Copyright 2009 ADTRAN, Inc
15 Troubleshooting
Troubleshooting Message Waiting Indicators
Symptoms
Solution
Troubleshooting the NetVanta UC Server
Solutions
Symptoms
Possible Causes
Solution B Uninstall the third-party antivirus or firewall software
Using the NetVanta UC Server Logs
Solution C Uninstall all software and reinstall
Errors and Warnings Alert Notifications
To view system errors and warning logs
Managing NetVanta UC Server Alerts from Windows SBS
To acknowledge the alert notification
To access the NetVanta UC Server alerts from Windows SBS
Managing logs
To retrieve and view a log
To remove old log entries
2. Select Clear log
Everything Entries created before today
Entries created before the beginning of the month
Entries created before a specific date
To archive a log
Troubleshooting warning log entries
To export a call log using the Import-Export wizard
Not all errors and warnings necessarily require action
To delete a log archive
Accessing Technical Support
Accessing Documentation and Training
To access the NetVanta UC Server product and service information
Enterprise Communications Server
Accessing Technical Support
Copyright 2009 ADTRAN, Inc
Active Service
Appendix A - Glossary
Account Codes
Active Message Delivery
DTMF
Fax-on-demand
Greetings
Identities
Remote mailbox management
Text-to-speech
User
Unified Messaging
Enterprise Communications Server
Appendix A - Glossary
Copyright 2009 ADTRAN, Inc
To install the application
Appendix B - Installing the NetVanta UC Client Application
4. Select Install UC Client
