Queue Actions | Avaya 15-601063 specs

Voicemail Pro Actions: Database Actions

6.11 Queue Actions

Queue Actions

These actions are associated with hunt group queues and are not available to user and short code start points. The IP Office Manager option Synchronise calls to announcements should not be used when using the queue actions.

∙ Queue ETA Action 284

Speak the caller's expected time to answer.

∙ Queue Position Action 285

Speak the caller's queue position.

Voicemail Pro	Page 283
IP Office	15-601063 Issue 20l (03 March 2009)

Image 283

Avaya 15-601063 manual Queue Actions

Contents

IP Office Voicemail Pro IP Office Contents Voicemail Pro Actions Using the Voicemail Pro Client Voicemail Pro Examples PromptsAppendix Page Chapter Voicemail Pro Page ∙ Telephone Extension ∙ IP Office Control Unit∙ Voicemail Pro Server ∙ Voicemail Pro Client ∙ Integrated Messaging Systems IMS ∙ Voicemail Email∙ ContactStore Server ∙ License and Service Status Display What is New∙ Outcalling Configuration ∙ Upgrade Feature Embedded Voicemail Lite Pro Features of Voicemail Pro ∙ All Voicemail Supported Languages ∙ Voicemail Pro Licenses Number of Simultaneous Voicemail Users∙ VoIP/VCM Channels Page Chapter Installing Voicemail Pro ∙ Small Office Edition ∙ IP406 ∙ IP412 ∙ IP Office General Installation RequirementsTips PC Specification Basic Voicemail Pro Not supported in caching mode Voicemail Pro plus IVR and or TTS ∙ Small Office Edition, IP406 V2 and IP500 Full duplex Network Requirements ContactStore Operation Disk Space RequirementsWeb Server Operation Voicemail Email Connection Voicemail Pro Licenses ∙ Voicemail removes spaces at the end of mailbox names User and Group Mailboxes∙ Mailboxes are based on names ∙ Voicemail is case sensitive Custom Installation Basic Voicemail InstallationCompact Installation Typical Installation Before you begin Installing Compact Voicemail Pro Server and Client To install compact Voicemail Pro Server and Client Installing Voicemail Pro Basic Voicemail Installation Voicemail Pro IP Office Installing Typical Voicemail Pro Server and Client To install typical Voicemail Pro Server and Client Installing Voicemail Pro Basic Voicemail Installation Removing Software Features from a Voicemail Pro Installation Installing Custom Voicemail Pro Server and Client To configure Windows Configuring Windows 2003 to Work with Web Campaigns∙ Extension Name campaigns Click the Save and Make Live icon Voicemail Pro ServicesTo check/restart the Voicemail Pro Service Close Services To Initialize the Voicemail Pro Call Flow Using a Batch File to Start Services Client Only Installation To install the Voicemail Pro Client only Installing the VoiceMail Pro Client Only Voicemail Pro IP Office Upgrading Voicemail Pro Upgrade from below version Select Import Call Flows Upgrade from Version 3.2+Restore the Database To upgrade from version 3.2 or higher Click Save & Make Live Upgrade to Voicemail ProSelect the Mailbox Mode Move the Voicemail Lite Folders Smtp Simple Mail Transfer Protocol Voicemail Email InstallationInstalling VoiceMail Pro for Smtp Voicemail Email To install Voicemail Pro for Smtp Voicemail Email Select Computer Management Local Users and Groups Groups Domain MemberCreating a Voicemail Domain Account To create a Voicemail Domain Account To configure Outlook for Voicemail Pro email Configuring Outlook for VoiceMail Email To install the Voicemail Pro software Installing the VoiceMail Pro Software Click Save and Make Live Switching VoiceMail Pro to MapiTo switch Voicemail Pro to Mapi Click Preferences and select General Creating a Voicemail User Account Work Group MemberTo create a Voicemail User Account To configure Outlook Express for Internet Mail Configuring Outlook Express for Internet MailDisplay name box enter Voicemail To configure Outlook for Internet Mail Configuring Outlook for Internet MailSelect Tools Options To configure Outlook for Exchange Server Configuring Outlook for Exchange ServerHighlight Microsoft Exchange Server and click OK Installing the VoiceMail Pro Software Switching VoiceMail Pro to Mapi To change Smtp Email Account Settings Changing Smtp Email Account SettingsClick the Email Settings tab Other Phone Types and External Call Access Configuring Email Users and Groups for Voicemail EmailOperation IP Office Manager Settings How Voicemail Email Messages Look Voicemail Pro Email Action Enter SMTPLogging Smtp ErrorsEnabling Smtp Error Reporting Smtp Error Codes Centralized Voicemail Pro Restrictions Planning Requirements Licensing To configure the remote system Voicemail settings Configuring the Remote System Voicemail Settings Text to Speech TTS Install To install Text to Speech Installing Generic Text to SpeechInstalling Avaya Text to Speech Using the Speak Text Action Entering XML Tags Text to Speech Sapi Controls Rate Volume∙ Attributes ∙ level= ∙ Examples Partofsp SpellSilence ∙ Attributes ∙ msec= To set up text to speech to read email Setting Up Text To Speech to Read Email∙ Select Tools Options ∙ Select Delegates ∙ UMS or IMS UMS Web Services∙ Web Voicemail Access ∙ Imap Client Support Imap Installation Select Web Service Users menu is shown ∙ Through Individual User SettingsSelect Help About Example Outlook PasswordIncoming Server Account Name Web Voicemail Installation ∙ PC Playback ∙ o User Name and Password Configuring the IP Office for Web Services Voicemail Pro IP Office Opera Playback Control Internet Explorer Installing Voicemail Pro UMS Web Services ∙ Saved message Using Web VoicemailMessage Types ∙ Unread message ∙ Read message ∙ Deleted message Installing Voicemail Pro UMS Web Services IP Office ∙ Mark as read ∙ Change passwordControls ∙ Select ∙ Save Using Imap Checking the Voicemail Pro Service Troubleshooting Installing Voicemail Pro Troubleshooting Voicemail Console To run the service as a console ∙ Run ∙ Freeze∙ Clear Voicemail Pro User Log Logging Run DbgView.exe Select File Log Preferences InstallationTracing in Debug Run DbgView.exe EnableConnectionTracing Close the Configure Debug Filters window IMS TracingIt is not required for diagnostics Is not required for diagnostics EnableTagTracing EnableFunctionTracingEnableObjectTracing EnableProxyTracing UMSEventTracing EnableTracingMAPIEventTracing MessageProcessingTracing Installing Voicemail Pro Troubleshooting IP Office Page Chapter Configuring Voicemail Pro To identify the Voicemail Server PC IP Office ConfigurationOverview Identifying the Voicemail Server PC · Reception/Breakout Dtmf Configuring Voicemail for Individual UsersTo change voicemail configuration for an individual · Select the Voicemail Email Mode from · Breakout Dtmf To add a source number Configuring User Source NumbersView the Source Numbers tab To set up voicemail transfer options for a user Setting Up Voicemail Transfer Options for a User To view the utilisation of voicemail channels Voicemail Channel ReservationsChannel Restrictions To change voicemail channel reservations Voicemail Pro IP Office Using Voicemail to Give Error Messages Select IP Office Voicemail Pro Voicemail Pro PreferencesTo change the Voicemail Pro Client preferences To change the Voicemail Pro Server preferences General To set up general system preferencesFrom the Administration menu, select Preferences General System Preferences Click Save and Make Live and select Yes To set the location of Voicemail system folders Directories Mapi Housekeeping ∙ Message playback order System Setting∙ Automatic message deletion ∙ Critical Alarm Snmp AlarmTo set up disk space and recording time alarms ∙ Space OK Alarm To set the global outcalling preferences Outcalling To delete a Vpnm server VpnmTo open the VPN window Start the Voicemail Pro Client To add a Vpnm server To add a user to Vpnm server To change details of a Vpnm user To add a group of users IMS Logging Level To specify the level of IMS service loggingClick the System Settings tab Control Panel Options To specify the name of the host server PC for IMS IMS Host Server Name To configure email settings Configuring Email SettingsTo set the message parameters To configure Smtp email settings Configuring Smtp Email SettingsClick the Smtp Email Settings tab Fax Server Configuration Fax Server Configuration · Important Setting the VoiceMail Pro System Fax NumberSystem Fax Number is used to To set the Voicemail Pro system fax number Voicemail Pro IP Office Example Setting up Fax ForwardingSetting Up a User Defined Fax Number To set up a user defined fax number Routing Fax Calls Using a Menu Action To configure an analog extension number for fax use Configuring an Analog Extension Number for Fax Use Castelle Fax Server Select Embedded Services Configuring Voicemail Pro Fax Server Configuration IP Office Page Chapter Administration To log in to the Voicemail Pro Server Starting the Voicemail Pro ClientLogging in to the Voicemail Pro Server To start the Voicemail Pro Client To switch between online and offline mode Changing Between Offline and Online ModeContinue Offline Message Window To close the Voicemail Pro Client down Logging OutClosing Down To log out ∙ Standard Client user Administrator Configuration∙ Administrator Client user To add an Administrator To change the authority level of a user Changing Administrator DetailsDeleting an Administrator To delete an administrator To release a locked login Resetting a PasswordReleasing a Locked Administrator Login To reset a password Changing the Inactivity Timeout General AdministrationTo change the inactivity timeout To change the mailbox operation mode Changing Mailbox Operation Mode Confirm Call Flow Download Window Changing your Password∙ Cancel To change your password VM versus Short Codes? Routing Calls to Voicemail Transferring Calls to Voicemail Routing Calls to Voicemail Example 1 Access to the Mailbox Main Using Short Codes to Access VoicemailExample 2 Access a Voicemail Pro Module ∙ Example 3 Incoming Call Routing Using VM to Access Voicemail∙ Example 1 SoftConsole access to the mailbox Main ∙ Example 2 Accessing a Module from Phone Manager Voicemail Telephone Numbers Voicemail Pro IP Office Voicemail Pro Module Example Call Flow Creating a Matching Short Code Using the Module ∙ Using Visual Voice User Voicemail Access∙ Using the Messages button on their telephone ∙ Using a Voicemail Collect button Giving Users Button Access Administration User Voicemail Access ∙ An individual user Giving Users Access from Any ExtensionTo give a specific user access from any extension To give all users access from any extension Creating a Trusted Location Giving Users Access from an External LocationTo give users access from an external location To configure a trusted location ∙ Intuity Mailbox Mode Mailbox Access ControlsTelephony Operation Mode ∙ Standard IP Office Mailbox Mode Personal Distribution Lists Automatic Message Deletion ∙ Messaging Hunt Group Voicemail∙ Message Waiting Indication To change voicemail configuration for a hunt group Hunt Group Configuration in IP Office ∙ Voicemail Ringback Configuring Message Waiting IndicationTo configure message waiting indication ∙ 4400 Series Phones To configure Group Broadcast Configuring Group BroadcastCheck Broadcast Using a Short Code to Collect Voicemail Out of Hours Operation View the Announcements tab Configuring Announcements ∙ Voicemail Pro Intuity Emulation Mode ∙ Voicemail Pro IP Office Mode To customize announcement 1 for a specific group Customizing AnnouncementsTo customize announcement 2 for a specific group Hunt Group Queuing To configure queuing for a hunt group∙ Queuing On Default = On ∙ Normalize Queue Length Default = Blank Customizing a Hunt Group Call Flow Administration Hunt Group Voicemail Recording Calls Click Save & Make Live To hide the auto record indication Advice of Call Recording MessageTo switch the recording warning on or off Call Recording Warning To change the recording length Click or select Administration Preferences GeneralChanging the Recording Time Voice Recording Library VRL Manual Call Recording To use the short code To configure a users recording options Setting Manual Recording OptionsSelect the Voice Recording tab Customizing Manual Recording User Automatic Call RecordingIncoming Call Route Hunt Group To set automatic call recording for a user Setting Automatic Recording Options To 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 Mandatory Announcement Example Announcements Personal Announcements Support for Callers with Impaired Hearing To change the user locale Installing Voicemail Pro TTY PromptsAdvice for Mailbox Owners Using a TTY Device Changing User Locale An Example of Customizing a Simple Mailbox Call Flow Changing the Language Setting for a TTY Device An Example of Customizing a Complex Mailbox Call Flow Supported Languages Changing Language Changing the Language of System Prompts To change the language of custom prompts Changing the Language of Custom Prompts ∙ CFGSet MattR twinningtype Mobile Mobile Twinning To create the example call flow · Enter the command CFGSet 203 twinningtype Mobile· Enter the command CFGSet 203 twinningtype Internal · Enter the command CFGSet 203 mobiletwinningnumber$KEY Create a short code to test the call flow ∙ Voicemail Outcalling Remote Voicemail Notification Callback To set up the callback · Callback Number Using a Play Configuration Menu ActionDefault Callback Start Point To set the users callback number Outcalling Setting the Outcalling Preferences Voicemail Pro IP Office Chapter Using the Voicemail Pro Client ∙ Modules ∙ Actions∙ Conditions Editor Main Voicemail Pro Window Toolbar Icons Importing and Exporting Call Flows Saving Changes and Making them Live To include other files Including Other Files Groups Start PointsSpecific Start Points Users Modules Voicemail Pro AdministratorsShort Codes ∙ Short Code *88 ∙ Telephone Number *88 246 Default Start Points Using Start Points To rename a user, group or short code start point To view a start point or module as text Viewing Call Flows as Text Speaking Variables to Callers System VariablesVariable Length ∙ $ETA Available Variables ∙ $CLI∙ $CP ∙ $DBD To add a user defined variable User Defined Variables Example Running a Module Creating Modules Not Conditions Editor To start the Condition Editor Using the Condition EditorTo add a new condition To edit elements To add elements to a condition To delete elements and conditions To change the logic setting of a condition· x or To change the name of a condition Click Calendar Example Calendar∙ Apply Logical or X if more than one day selected To add a calendar element To add a Week Planner element Week PlannerClick Week Planner Example Click Condition ConditionCompare To add a condition element Chapter Voicemail Pro Actions To edit an action To add an actionTo delete an action To add a connection ConnectionsTo delete a connection ∙ Start Point Available ActionsBasic Actions Voicemail Pro Actions Available Actions ∙ Test User Variable Action ∙ Description Standard Action TabsGeneral ∙ Token Name Entry Prompts To record a new prompt Using the Wave EditorTo select a prompt Voicemail Pro IP Office ∙ Request to call back the current caller SpecificReporting ∙ Flag the current call has been answered by Voice Mail Results Basic Actions Generic Voicemail Pro Actions Basic Actions For examples of the action being used in a call flow, see Example of a Custom String To add a Speak Text action Speak Text Menu ∙ Invalid ∙ Timeout∙ Others To add a Goto action Goto To add a Disconnect action DisconnectHome Module Return Mailbox Actions To add a Get Mail action ∙ IP Office mode∙ Intuity mode Get Mail Leave Mail To add a Listen action Listen Voice Question To add a campaign action Campaign· Leave campaign information e.g. customers Configuration Actions Record Name Edit Play List For a user For a hunt group Play Configuration Menu Select System Prompt Language · Installed on the Server· Possible system prompts Telephony Actions · Select a Variable Variable Routing· Does the Variable match any of the following numbers Results Route by Call Status Route Incoming CallTo add a Route Incoming Call action · Notify caller of transfer to target Voicemail Pro 4.1+ Transfer· Destination · Description displayed on phone Voicemail Pro 4.1+ Whisper Call List Dial by Name Conferencing Center Assisted Transfer Additional Examples MS-CRM Call Data Tagging Alphanumeric ∙ No Dtmf Data ∙ Dtmf Data Miscellaneous Actions Voicemail Pro IP Office Open Door Clock Alarm Set Post Dial · Syntax Check VB Script· Enter VBScript · Expand Remote Call Flow Condition Actions ∙ Return the results of the following condition Test Condition Set User Variable Test User Variable Test Variable ∙ No Match Database Actions Database Execute Database Open Database Close Database Get Data Queue Actions ∙ In Incoming Call Route Priority Queue ETATo add a Queue ETA action Queue Position Voicemail Pro IP Office Chapter Prompts US English Intuity Prompts Prompts Prompts 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 WAV File Non-Intuity Prompt English Non-Intuity Prompts To 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 Voicemail Pro Examples Using VB Script Overview VBScript PropertiesInternal Variables EstimatedAnswer Property CallingParty Property∙ String Locale Property LastAccessedMsg Property NewMsgs Property Name PropertyOldMsgs Property Result Property PositionInQueue Property SavedResult Property SavedMsgs PropertyVariable Property ForwardMsg Method VBScript MethodsForwardMsgToMailbox Method GetCallingParty Method FullFilename Method GetEstimatedAnswer Method GetDTMF Method GetLocale Method GetExtension MethodGetMailbox Method GetMailboxMessages Method GetMailboxMessage Method GetMessagePrivate Method GetMessagePriority MethodGetMessageStatus Method GetNewMsgs Method GetName MethodGetOldMsgs Method GetRegister Method GetPositionInQueue MethodGetResult Method GetSavedResult Method GetSavedMsgs MethodGetVariable Method MessageDisplay Method MessageCLI MethodMessageLength Method PlayDigits Method MessageTime Method PlayLocaleWav Method PlayWav Method Key = Voice.PlayWavtest, True, Any, dlgid End if End Sub RecordRegister Method RecordMsg Method SetLocale Method Register Method SetRegister Method SetMailboxMessage Method SetSavedResult Method SetResult MethodSetVariable Method Speak Method IVR Connecting Voicemail Pro to a Database Database Scenario Example Retrieving Data from the Database Database Open Action Database Execute Action Database Get Data Action Returning Data from the Database Speak Book Title Confirm Book Details Entering Details into the Database Select the Database Execute icon Collect Callers Details Dial by Name From Mailbox Actions a Leave Mail action was added From Telephony Actions the Dial by name action was addedTo add a short code To add a Shortcode Adding a Record Name Module To use the Name table Using the Name TableTo changing your name using a telephone with a menu Key Changing Full Names Campaigns Managing Campaigns Voicemail Pro IP Office Customer Prompts Customer Menu ∙ Where should this Campaign be parked Granting Access to a CampaignCampaign Identification Select Advanced Call UnPark Call To assign a campaign to a programmable button· Select Emulation Call Park To use the UnPark Call function To view open the Campaign Web Campaign Using the Web Campaign Voicemail Pro IP Office Voicemail Pro Examples Campaigns Voicemail Pro IP Office Chapter Appendix ∙ Playing Messages Through the PC Installing IMS∙ Required Network and Exchange Server Knowledge IMS Limitations IMS Components IMS Client PC Requirements Minimum PC specification for an IMS Client PC IMS Server PC Requirements Installation Checks IMS Server Installation On the Mail Properties General Screen, click Add Creating the IMS Account IMS Server Preparation 100Mbps Full duplex Disable Network Card Power Saving Entering the IMS Licenses USB or Parallel Port Feature KeySerial Port Feature Key IP Office 500 Smart Card Feature Key To install the IMS and Voicemail Pro Software Installing the IMS and Voicemail Pro Software · Important Voicemail Pro IP Office IP Office Voicemail Pro Path Settings window opens IP Office Voicemail Pro System Settings window opens Voicemail Pro IP Office Close Services Check the IMS ServicesTo check/restart the Voicemail Pro and IMS Services Select Administrative Tools Services Select Start Programs IP Office Voicemail Pro Client Initializing the Call Flow Associating Voice Mailboxes with Email Addresses Close the IMS Administration ToolTo associate a voice mailbox with an email address IMS Client Requirements IMS Client Installation To set the Client PCs Dcom Settings Adjusting Dcom Settings B2a. Setting the Changes in a Dcom Security Policy Appendix Installing IMS Click OK Repeat this process for all Dcom entries Select Start Run B2b. Dcom Settings for a Windows 2000 PC Click on the Default Security tab Appendix Installing IMS Click on Component Services. and then Computers B2c. Dcom Settings for XP Pro SP2 and Windows 2003 SP1 PCs Appendix Installing IMS Voicemail Pro IP Office On the Default Properties tab set the following · IMS Server Installing the IMS Client SoftwareTo install the IMS Client software · Voicemail Mailbox Opening the Firewall Settings for Other FirewallsUnzip AvayaFW.bat from the AvayaFW.zip file Outlook, select Tools Integrated Messaging Testing IMS Client Installation 397 To Manually Install the Form To check and observe IMS operation Observing Exchange OperationExpand the Server Name and Mailbox Store Upgrading Maintenance Import or Export Call Flows window, click Next To upgrade from version IMS Service Logging IMS Host Server Name IMS Email Settings ∙ Enable Auditing Troubleshooting Dcom Issues∙ Check Batch Job Permissions Tracing in Debug IMS Debugging EnableTracing ∙ IMS Gateway Service ∙ IMS Voice Service IMS Installation Alternatives Problems Connecting to IMS on a Domain Controller Known IssuesProblems Connecting to/Synchronizing with IMS On the Server Solution Unspecified ErrorCause Transferring an IMS Account to a New PC Outlook Cached Exchange Mode IMS Client Not Showing in Outlook Tools VMPro Error Firewall Port Settings Saving IMS Messages Past Housekeeping Windows Update Causes Voicemail Pro to Stop Outlook Delegates Cause IMS to Slow IMS Clients Not Connecting When Outlook Opened Message Waiting Indicators Not Clearing Starting IP Office Services Using a Batch FileTo set up the batch file To install the ACM Gateway Installing VoiceMail Pro as an ACM Gateway Appendix Installing VoiceMail Pro as an ACM Gateway Installing Networked Messaging Vpnm Requirements for Vpnm To install Voicemail Pro Software with Vpnm support Installing VoiceMail Pro with Vpnm Support ∙ Important Voicemail Pro IP Office Configuring Vpnm Preferences To add a user to Vpnm server To add a group of users To test the Vpnm setup Testing a Vpnm Setup To configure the Avaya Intuity Audix Configuring the Avaya Intuity AudixIP Office to Avaya Interchange To configure the Interchange Intuity interface Configuring the Avaya Interchange Appendix IP Office to Avaya Interchange Avaya Interchange Enterprise List Administration Verification and Troubleshooting Configuring a DNS Server S8100 Ping Test Check the Voicemail Pro Smtp SettingsInterchange Basic Tests Audix Browser Status Test Appendix 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