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Avaya 15-601063 manual Voicemail Pro IP Office

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Voicemail Pro	Page 198
IP Office	15-601063 Issue 20l (03 March 2009)

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Avaya 15-601063 manual Voicemail Pro IP Office

Contents

IP Office Voicemail Pro IP Office Contents Using the Voicemail Pro Client Voicemail Pro ActionsPrompts Voicemail Pro ExamplesAppendix Page Chapter Voicemail Pro Page ∙ Voicemail Pro Client ∙ IP Office Control Unit∙ Voicemail Pro Server ∙ Telephone Extension∙ Voicemail Email ∙ Integrated Messaging Systems IMS∙ ContactStore Server What is New ∙ License and Service Status Display∙ Outcalling Configuration ∙ Upgrade Features of Voicemail Pro Feature Embedded Voicemail Lite ProSupported Languages ∙ All VoicemailNumber of Simultaneous Voicemail Users ∙ Voicemail Pro Licenses∙ VoIP/VCM Channels Page Chapter Installing Voicemail Pro General Installation Requirements ∙ Small Office Edition ∙ IP406 ∙ IP412 ∙ IP OfficeTips PC Specification Basic Voicemail Pro Not supported in caching mode Voicemail Pro plus IVR and or TTS Network Requirements ∙ Small Office Edition, IP406 V2 and IP500 Full duplexVoicemail Email Connection Disk Space RequirementsWeb Server Operation ContactStore OperationVoicemail Pro Licenses ∙ Voicemail is case sensitive User and Group Mailboxes∙ Mailboxes are based on names ∙ Voicemail removes spaces at the end of mailbox namesTypical Installation Basic Voicemail InstallationCompact Installation Custom InstallationInstalling Compact Voicemail Pro Server and Client Before you beginInstalling Voicemail Pro Basic Voicemail Installation To install compact Voicemail Pro Server and ClientVoicemail Pro IP Office Installing Typical Voicemail Pro Server and Client To install typical Voicemail Pro Server and Client Installing Voicemail Pro Basic Voicemail Installation Installing Custom Voicemail Pro Server and Client Removing Software Features from a Voicemail Pro InstallationConfiguring Windows 2003 to Work with Web Campaigns To configure Windows∙ Extension Name campaigns Close Services To Initialize the Voicemail Pro Call Flow Voicemail Pro ServicesTo check/restart the Voicemail Pro Service Click the Save and Make Live iconUsing a Batch File to Start Services Client Only Installation Installing the VoiceMail Pro Client Only To install the Voicemail Pro Client onlyVoicemail Pro IP Office Upgrade from below version Upgrading Voicemail ProTo upgrade from version 3.2 or higher Upgrade from Version 3.2+Restore the Database Select Import Call FlowsMove the Voicemail Lite Folders Upgrade to Voicemail ProSelect the Mailbox Mode Click Save & Make LiveTo install Voicemail Pro for Smtp Voicemail Email Voicemail Email InstallationInstalling VoiceMail Pro for Smtp Voicemail Email Smtp Simple Mail Transfer ProtocolTo create a Voicemail Domain Account Domain MemberCreating a Voicemail Domain Account Select Computer Management Local Users and Groups GroupsConfiguring Outlook for VoiceMail Email To configure Outlook for Voicemail Pro emailInstalling the VoiceMail Pro Software To install the Voicemail Pro softwareClick Preferences and select General Switching VoiceMail Pro to MapiTo switch Voicemail Pro to Mapi Click Save and Make LiveWork Group Member Creating a Voicemail User AccountTo create a Voicemail User Account Configuring Outlook Express for Internet Mail To configure Outlook Express for Internet MailDisplay name box enter Voicemail Configuring Outlook for Internet Mail To configure Outlook for Internet MailSelect Tools Options Configuring Outlook for Exchange Server To configure Outlook for Exchange ServerHighlight Microsoft Exchange Server and click OK Installing the VoiceMail Pro Software Switching VoiceMail Pro to Mapi Changing Smtp Email Account Settings To change Smtp Email Account SettingsClick the Email Settings tab Configuring Email Users and Groups for Voicemail Email Other Phone Types and External Call AccessOperation IP Office Manager Settings How Voicemail Email Messages Look Voicemail Pro Email Action Smtp Error Codes Smtp ErrorsEnabling Smtp Error Reporting Enter SMTPLoggingCentralized Voicemail Pro Planning Requirements RestrictionsLicensing Configuring the Remote System Voicemail Settings To configure the remote system Voicemail settingsText to Speech TTS Install Using the Speak Text Action Installing Generic Text to SpeechInstalling Avaya Text to Speech To install Text to SpeechText to Speech Sapi Controls Entering XML Tags∙ Examples Volume∙ Attributes ∙ level= Rate∙ Attributes ∙ msec= SpellSilence PartofspSetting Up Text To Speech to Read Email To set up text to speech to read email∙ Select Tools Options ∙ Select Delegates ∙ Imap Client Support UMS Web Services∙ Web Voicemail Access ∙ UMS or IMSImap Installation ∙ Through Individual User Settings Select Web Service Users menu is shownSelect Help About Account Name PasswordIncoming Server Example OutlookWeb Voicemail Installation ∙ o User Name and Password ∙ PC PlaybackConfiguring the IP Office for Web Services Voicemail Pro IP Office Playback Control OperaInternet Explorer Installing Voicemail Pro UMS Web Services ∙ Unread message ∙ Read message ∙ Deleted message Using Web VoicemailMessage Types ∙ Saved messageInstalling Voicemail Pro UMS Web Services IP Office ∙ Save ∙ Change passwordControls ∙ Select ∙ Mark as readUsing Imap Troubleshooting Checking the Voicemail Pro ServiceInstalling Voicemail Pro Troubleshooting To run the service as a console Voicemail Console∙ Freeze ∙ Run∙ Clear Voicemail Pro User Log Run DbgView.exe InstallationTracing in Debug Logging Run DbgView.exe Select File Log PreferencesIs not required for diagnostics Close the Configure Debug Filters window IMS TracingIt is not required for diagnostics EnableConnectionTracingEnableProxyTracing EnableFunctionTracingEnableObjectTracing EnableTagTracingMessageProcessingTracing EnableTracingMAPIEventTracing UMSEventTracingInstalling Voicemail Pro Troubleshooting IP Office Page Chapter Configuring Voicemail Pro Identifying the Voicemail Server PC IP Office ConfigurationOverview To identify the Voicemail Server PC· Select the Voicemail Email Mode from Configuring Voicemail for Individual UsersTo change voicemail configuration for an individual · Reception/Breakout Dtmf· Breakout Dtmf Configuring User Source Numbers To add a source numberView the Source Numbers tab Setting Up Voicemail Transfer Options for a User To set up voicemail transfer options for a userTo change voicemail channel reservations Voicemail Channel ReservationsChannel Restrictions To view the utilisation of voicemail channelsVoicemail Pro IP Office Using Voicemail to Give Error Messages To change the Voicemail Pro Server preferences Voicemail Pro PreferencesTo change the Voicemail Pro Client preferences Select IP Office Voicemail ProSystem Preferences To set up general system preferencesFrom the Administration menu, select Preferences General GeneralClick Save and Make Live and select Yes Directories To set the location of Voicemail system foldersMapi ∙ Message playback order System Setting Housekeeping∙ Automatic message deletion ∙ Space OK Alarm Snmp AlarmTo set up disk space and recording time alarms ∙ Critical AlarmOutcalling To set the global outcalling preferencesTo add a Vpnm server VpnmTo open the VPN window Start the Voicemail Pro Client To delete a Vpnm serverTo add a user to Vpnm server To add a group of users To change details of a Vpnm userControl Panel Options To specify the level of IMS service loggingClick the System Settings tab IMS Logging LevelIMS Host Server Name To specify the name of the host server PC for IMSConfiguring Email Settings To configure email settingsTo set the message parameters Configuring Smtp Email Settings To configure Smtp email settingsClick the Smtp Email Settings tab Fax Server Configuration Fax Server Configuration To set the Voicemail Pro system fax number Setting the VoiceMail Pro System Fax NumberSystem Fax Number is used to · ImportantVoicemail Pro IP Office To set up a user defined fax number Setting up Fax ForwardingSetting Up a User Defined Fax Number ExampleRouting Fax Calls Using a Menu Action Configuring an Analog Extension Number for Fax Use To configure an analog extension number for fax useSelect Embedded Services Castelle Fax ServerConfiguring Voicemail Pro Fax Server Configuration IP Office Page Chapter Administration To start the Voicemail Pro Client Starting the Voicemail Pro ClientLogging in to the Voicemail Pro Server To log in to the Voicemail Pro ServerChanging Between Offline and Online Mode To switch between online and offline modeContinue Offline Message Window To log out Logging OutClosing Down To close the Voicemail Pro Client downTo add an Administrator Administrator Configuration∙ Administrator Client user ∙ Standard Client userTo delete an administrator Changing Administrator DetailsDeleting an Administrator To change the authority level of a userTo reset a password Resetting a PasswordReleasing a Locked Administrator Login To release a locked loginGeneral Administration Changing the Inactivity TimeoutTo change the inactivity timeout Changing Mailbox Operation Mode To change the mailbox operation modeTo change your password Changing your Password∙ Cancel Confirm Call Flow Download WindowRouting Calls to Voicemail VM versus Short Codes?Routing Calls to Voicemail Transferring Calls to VoicemailUsing Short Codes to Access Voicemail Example 1 Access to the Mailbox MainExample 2 Access a Voicemail Pro Module ∙ Example 2 Accessing a Module from Phone Manager Using VM to Access Voicemail∙ Example 1 SoftConsole access to the mailbox Main ∙ Example 3 Incoming Call RoutingVoicemail Telephone Numbers Voicemail Pro IP Office Example Call Flow Voicemail Pro ModuleUsing the Module Creating a Matching Short Code∙ Using a Voicemail Collect button User Voicemail Access∙ Using the Messages button on their telephone ∙ Using Visual VoiceGiving Users Button Access Administration User Voicemail Access To give all users access from any extension Giving Users Access from Any ExtensionTo give a specific user access from any extension ∙ An individual userTo configure a trusted location Giving Users Access from an External LocationTo give users access from an external location Creating a Trusted Location∙ Standard IP Office Mailbox Mode Mailbox Access ControlsTelephony Operation Mode ∙ Intuity Mailbox ModeAutomatic Message Deletion Personal Distribution ListsHunt Group Voicemail ∙ Messaging∙ Message Waiting Indication Hunt Group Configuration in IP Office To change voicemail configuration for a hunt group∙ 4400 Series Phones Configuring Message Waiting IndicationTo configure message waiting indication ∙ Voicemail RingbackConfiguring Group Broadcast To configure Group BroadcastCheck Broadcast Using a Short Code to Collect Voicemail Out of Hours Operation Configuring Announcements View the Announcements tab∙ Voicemail Pro IP Office Mode ∙ Voicemail Pro Intuity Emulation ModeCustomizing Announcements To customize announcement 1 for a specific groupTo customize announcement 2 for a specific group ∙ Normalize Queue Length Default = Blank To configure queuing for a hunt group∙ Queuing On Default = On Hunt Group QueuingCustomizing a Hunt Group Call Flow Administration Hunt Group Voicemail Recording Calls Call Recording Warning Advice of Call Recording MessageTo switch the recording warning on or off Click Save & Make Live To hide the auto record indicationVoice Recording Library VRL Click or select Administration Preferences GeneralChanging the Recording Time To change the recording lengthManual Call Recording To use the short code Setting Manual Recording Options To configure a users recording optionsSelect the Voice Recording tab Customizing Manual Recording Hunt Group Automatic Call RecordingIncoming Call Route UserSetting Automatic Recording Options To set automatic call recording for a userTo set automatic call recording for a hunt group To set automatic call recording for an incoming call route To set automatic call recording for an outgoing account call Customizing Auto Recording Announcements Mandatory Announcement ExamplePersonal Announcements Support for Callers with Impaired Hearing Changing User Locale Installing Voicemail Pro TTY PromptsAdvice for Mailbox Owners Using a TTY Device To change the user localeChanging the Language Setting for a TTY Device An Example of Customizing a Simple Mailbox Call FlowAn Example of Customizing a Complex Mailbox Call Flow Changing Language Supported LanguagesChanging the Language of System Prompts Changing the Language of Custom Prompts To change the language of custom promptsMobile Twinning ∙ CFGSet MattR twinningtype Mobile· Enter the command CFGSet 203 mobiletwinningnumber$KEY · Enter the command CFGSet 203 twinningtype Mobile· Enter the command CFGSet 203 twinningtype Internal To create the example call flowCreate a short code to test the call flow Remote Voicemail Notification ∙ Voicemail OutcallingTo set up the callback CallbackTo set the users callback number Using a Play Configuration Menu ActionDefault Callback Start Point · Callback NumberOutcalling Setting the Outcalling Preferences Voicemail Pro IP Office Chapter Using the Voicemail Pro Client ∙ Actions ∙ Modules∙ Conditions Editor Main Voicemail Pro Window Toolbar Icons Saving Changes and Making them Live Importing and Exporting Call FlowsIncluding Other Files To include other filesUsers Start PointsSpecific Start Points Groups∙ Short Code *88 ∙ Telephone Number *88 Voicemail Pro AdministratorsShort Codes ModulesDefault Start Points 246Using Start Points To rename a user, group or short code start point Viewing Call Flows as Text To view a start point or module as textSystem Variables Speaking Variables to CallersVariable Length ∙ $DBD Available Variables ∙ $CLI∙ $CP ∙ $ETAUser Defined Variables To add a user defined variableExample Creating Modules Running a ModuleConditions Editor NotUsing the Condition Editor To start the Condition EditorTo add a new condition To add elements to a condition To edit elementsTo change the name of a condition To change the logic setting of a condition· x or To delete elements and conditionsTo add a calendar element Calendar∙ Apply Logical or X if more than one day selected Click Calendar ExampleWeek Planner To add a Week Planner elementClick Week Planner Example To add a condition element ConditionCompare Click ConditionChapter Voicemail Pro Actions To add an action To edit an actionTo delete an action Connections To add a connectionTo delete a connection Available Actions ∙ Start PointBasic Actions Voicemail Pro Actions Available Actions ∙ Test User Variable Action ∙ Token Name Standard Action TabsGeneral ∙ DescriptionEntry Prompts Using the Wave Editor To record a new promptTo select a prompt Voicemail Pro IP Office ∙ Flag the current call has been answered by Voice Mail SpecificReporting ∙ Request to call back the current callerResults Basic Actions Generic Voicemail Pro Actions Basic Actions Example of a Custom String For examples of the action being used in a call flow, seeSpeak Text To add a Speak Text actionMenu ∙ Timeout ∙ Invalid∙ Others Goto To add a Goto actionModule Return DisconnectHome To add a Disconnect actionMailbox Actions Get Mail ∙ IP Office mode∙ Intuity mode To add a Get Mail actionLeave Mail Listen To add a Listen actionVoice Question Campaign To add a campaign action· Leave campaign information e.g. customers Configuration Actions Edit Play List Record NamePlay Configuration Menu For a user For a hunt group· Installed on the Server Select System Prompt Language· Possible system prompts Telephony Actions Variable Routing · Select a Variable· Does the Variable match any of the following numbers Results Route Incoming Call Route by Call StatusTo add a Route Incoming Call action · Description displayed on phone Voicemail Pro 4.1+ Transfer· Destination · Notify caller of transfer to target Voicemail Pro 4.1+Whisper Call List Dial by Name Conferencing Center Assisted Transfer MS-CRM Call Data Tagging Additional ExamplesAlphanumeric ∙ Dtmf Data ∙ No Dtmf DataMiscellaneous Actions Voicemail Pro IP Office Open Door Alarm Set ClockPost Dial · Expand VB Script· Enter VBScript · Syntax CheckRemote Call Flow Condition Actions Test Condition ∙ Return the results of the following conditionSet User Variable Test User Variable Test Variable ∙ No Match Database Actions Database Open Database ExecuteDatabase Get Data Database CloseQueue Actions Queue ETA ∙ In Incoming Call Route PriorityTo add a Queue ETA action Queue Position Voicemail Pro IP Office Chapter Prompts Prompts US English Intuity PromptsPrompts US English Intuity Prompts 290 June First name Message will be private and priority To or forward the message press Name not found Order in which they have been received You are specifying the telephone number of a fax machine Voicemail Pro IP Office Prompts US English Intuity Prompts Voicemail Pro IP Office English Non-Intuity Prompts WAV File Non-Intuity PromptTo forward, press 0 to pause, press * to rewind Prompts English Non-Intuity Prompts To the previous menu press RECNAM02 Svm26 Timm01 One minute Timm02 Minutes Voicemail Pro IP Office Chapter Voicemail Pro Examples Using VB Script Voicemail Pro ExamplesVBScript Properties OverviewInternal Variables CallingParty Property EstimatedAnswer Property∙ String LastAccessedMsg Property Locale PropertyName Property NewMsgs PropertyOldMsgs Property PositionInQueue Property Result PropertySavedMsgs Property SavedResult PropertyVariable Property VBScript Methods ForwardMsg MethodForwardMsgToMailbox Method FullFilename Method GetCallingParty MethodGetDTMF Method GetEstimatedAnswer MethodGetExtension Method GetLocale MethodGetMailbox Method GetMailboxMessage Method GetMailboxMessages MethodGetMessagePriority Method GetMessagePrivate MethodGetMessageStatus Method GetName Method GetNewMsgs MethodGetOldMsgs Method GetPositionInQueue Method GetRegister MethodGetResult Method GetSavedMsgs Method GetSavedResult MethodGetVariable Method MessageCLI Method MessageDisplay MethodMessageLength Method MessageTime Method PlayDigits MethodPlayLocaleWav Method PlayWav Method Key = Voice.PlayWavtest, True, Any, dlgid End if End Sub RecordMsg Method RecordRegister MethodRegister Method SetLocale MethodSetMailboxMessage Method SetRegister MethodSetResult Method SetSavedResult MethodSetVariable Method Speak Method IVR Connecting Voicemail Pro to a Database Example Database ScenarioRetrieving Data from the Database Database Open Action Database Execute Action Database Get Data Action Returning Data from the Database Speak Book Title Entering Details into the Database Confirm Book DetailsCollect Callers Details Select the Database Execute iconDial by Name From Telephony Actions the Dial by name action was added From Mailbox Actions a Leave Mail action was addedTo add a short code Adding a Record Name Module To add a ShortcodeChanging Full Names Using the Name TableTo changing your name using a telephone with a menu Key To use the Name tableCampaigns Managing Campaigns Voicemail Pro IP Office Customer Prompts Customer Menu Granting Access to a Campaign ∙ Where should this Campaign be parkedCampaign Identification To use the UnPark Call function To assign a campaign to a programmable button· Select Emulation Call Park Select Advanced Call UnPark CallUsing the Web Campaign To view open the Campaign Web CampaignVoicemail Pro IP Office Voicemail Pro Examples Campaigns Voicemail Pro IP Office Chapter Appendix Installing IMS ∙ Playing Messages Through the PC∙ Required Network and Exchange Server Knowledge IMS Limitations IMS Components Minimum PC specification for an IMS Client PC IMS Client PC RequirementsIMS Server PC Requirements IMS Server Installation Installation ChecksCreating the IMS Account On the Mail Properties General Screen, click AddIMS Server Preparation Disable Network Card Power Saving 100Mbps Full duplexIP Office 500 Smart Card Feature Key USB or Parallel Port Feature KeySerial Port Feature Key Entering the IMS LicensesInstalling the IMS and Voicemail Pro Software To install the IMS and Voicemail Pro Software· Important Voicemail Pro IP Office IP Office Voicemail Pro System Settings window opens IP Office Voicemail Pro Path Settings window opensVoicemail Pro IP Office Select Administrative Tools Services Check the IMS ServicesTo check/restart the Voicemail Pro and IMS Services Close ServicesInitializing the Call Flow Select Start Programs IP Office Voicemail Pro ClientClose the IMS Administration Tool Associating Voice Mailboxes with Email AddressesTo associate a voice mailbox with an email address IMS Client Installation IMS Client RequirementsAdjusting Dcom Settings To set the Client PCs Dcom SettingsB2a. Setting the Changes in a Dcom Security Policy Appendix Installing IMS Click OK Repeat this process for all Dcom entries B2b. Dcom Settings for a Windows 2000 PC Select Start RunClick on the Default Security tab Appendix Installing IMS B2c. Dcom Settings for XP Pro SP2 and Windows 2003 SP1 PCs Click on Component Services. and then ComputersAppendix Installing IMS Voicemail Pro IP Office On the Default Properties tab set the following · Voicemail Mailbox Installing the IMS Client SoftwareTo install the IMS Client software · IMS ServerSettings for Other Firewalls Opening the FirewallUnzip AvayaFW.bat from the AvayaFW.zip file Testing IMS Client Installation Outlook, select Tools Integrated Messaging397 To Manually Install the Form Observing Exchange Operation To check and observe IMS operationExpand the Server Name and Mailbox Store Maintenance UpgradingTo upgrade from version Import or Export Call Flows window, click NextIMS Service Logging IMS Host Server Name IMS Email Settings Troubleshooting Dcom Issues ∙ Enable Auditing∙ Check Batch Job Permissions Tracing in Debug IMS Debugging EnableTracing IMS Installation Alternatives ∙ IMS Gateway Service ∙ IMS Voice ServiceKnown Issues Problems Connecting to IMS on a Domain ControllerProblems Connecting to/Synchronizing with IMS On the Server Unspecified Error SolutionCause Outlook Cached Exchange Mode Transferring an IMS Account to a New PCIMS Client Not Showing in Outlook Tools Firewall Port Settings VMPro ErrorWindows Update Causes Voicemail Pro to Stop Saving IMS Messages Past HousekeepingIMS Clients Not Connecting When Outlook Opened Outlook Delegates Cause IMS to SlowStarting IP Office Services Using a Batch File Message Waiting Indicators Not ClearingTo set up the batch file Installing VoiceMail Pro as an ACM Gateway To install the ACM GatewayAppendix Installing VoiceMail Pro as an ACM Gateway Installing Networked Messaging Vpnm Requirements for Vpnm Installing VoiceMail Pro with Vpnm Support To install Voicemail Pro Software with Vpnm support∙ Important Voicemail Pro IP Office Configuring Vpnm Preferences To add a user to Vpnm server To add a group of users Testing a Vpnm Setup To test the Vpnm setupConfiguring the Avaya Intuity Audix To configure the Avaya Intuity AudixIP Office to Avaya Interchange Configuring the Avaya Interchange To configure the Interchange Intuity interfaceAppendix IP Office to Avaya Interchange Avaya Interchange Enterprise List Administration Configuring a DNS Server Verification and TroubleshootingAudix Browser Status Test Check the Voicemail Pro Smtp SettingsInterchange Basic Tests S8100 Ping TestAppendix IP Office to Avaya Interchange Voicemail Pro Page Index Callflow COM Date Twenty First September 329 DB 203 Dtmff EnableFunctionTracing 91 Help press IMS Client Requirements Voicemail Pro IP Office BLF ITU LOC MSCRM-ACT NIC POS Regmultisz Sapi XML Steve Smith Systemroot 377 VAR Select 173 WINNT/SYSTEM32 YEAR/MONTH/DAY Hour Page Voicemail Pro IP Office Voicemail Pro IP Office