IMS Components | Avaya 15-601063 guide

9.1.2 IMS Components

IMS consists of the following components.

∙Voicemail Pro

Provides voicemail services to the IP Office users.

∙IMS Server

This consists of two services installed on the Voicemail Pro Server PC:

∙IMS Voice Service

Handles the delivery of messages when the user selects to play a message from Outlook.

∙IMS Gateway Service

Interacts with the Voicemail Pro Server, the Exchange Server and the IMS Clients. Stores the current known status of voicemail messages and mirrors that status in both user's email and voicemail mailboxes.

∙Microsoft Exchange Server

The customer's MS Exchange server.

∙IMS Administration Tool

This tool is used to maintain the association of voicemail mailboxes to email mailboxes.

The following components are required on the user PCs.

∙Microsoft Exchange or Outlook

Microsoft Exchange Client or Outlook 97 or higher. Outlook 2003 (Cache Mode off)

∙IMS Client

Installed on each email user's PC. This provides a voicemail interface within the user's Microsoft Exchange or Outlook program.

Voicemail Pro	Page 364
IP Office	15-601063 Issue 20l (03 March 2009)

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Avaya 15-601063 manual IMS Components

Contents

IP Office Voicemail Pro IP Office Contents Using the Voicemail Pro Client Voicemail Pro Actions Voicemail Pro Examples PromptsAppendix Page Chapter Voicemail Pro Page ∙ IP Office Control Unit ∙ Voicemail Pro Server∙ Voicemail Pro Client ∙ Telephone Extension ∙ Integrated Messaging Systems IMS ∙ Voicemail Email∙ ContactStore Server ∙ License and Service Status Display What is New∙ Outcalling Configuration ∙ Upgrade Features of Voicemail Pro Feature Embedded Voicemail Lite Pro Supported Languages ∙ All Voicemail ∙ 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 Network Requirements ∙ Small Office Edition, IP406 V2 and IP500 Full duplex Disk Space Requirements Web Server OperationVoicemail Email Connection ContactStore Operation Voicemail Pro Licenses User and Group Mailboxes ∙ Mailboxes are based on names∙ Voicemail is case sensitive ∙ Voicemail removes spaces at the end of mailbox names Basic Voicemail Installation Compact InstallationTypical Installation Custom Installation Installing Compact Voicemail Pro Server and Client Before you begin Installing Voicemail Pro Basic Voicemail Installation To install compact Voicemail Pro Server and Client 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 Installing Custom Voicemail Pro Server and Client Removing Software Features from a Voicemail Pro Installation To configure Windows Configuring Windows 2003 to Work with Web Campaigns∙ Extension Name campaigns Voicemail Pro Services To check/restart the Voicemail Pro ServiceClose Services To Initialize the Voicemail Pro Call Flow Click the Save and Make Live icon Using a Batch File to Start Services Client Only Installation Installing the VoiceMail Pro Client Only To install the Voicemail Pro Client only Voicemail Pro IP Office Upgrade from below version Upgrading Voicemail Pro Upgrade from Version 3.2+ Restore the DatabaseTo upgrade from version 3.2 or higher Select Import Call Flows Upgrade to Voicemail Pro Select the Mailbox ModeMove the Voicemail Lite Folders Click Save & Make Live Voicemail Email Installation Installing VoiceMail Pro for Smtp Voicemail EmailTo install Voicemail Pro for Smtp Voicemail Email Smtp Simple Mail Transfer Protocol Domain Member Creating a Voicemail Domain AccountTo create a Voicemail Domain Account Select Computer Management Local Users and Groups Groups Configuring Outlook for VoiceMail Email To configure Outlook for Voicemail Pro email Installing the VoiceMail Pro Software To install the Voicemail Pro software Switching VoiceMail Pro to Mapi To switch Voicemail Pro to MapiClick Preferences and select General Click Save and Make Live 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 Smtp Errors Enabling Smtp Error ReportingSmtp Error Codes Enter SMTPLogging Centralized Voicemail Pro Planning Requirements Restrictions Licensing Configuring the Remote System Voicemail Settings To configure the remote system Voicemail settings Text to Speech TTS Install Installing Generic Text to Speech Installing Avaya Text to SpeechUsing the Speak Text Action To install Text to Speech Text to Speech Sapi Controls Entering XML Tags Volume ∙ Attributes ∙ level=∙ Examples Rate Spell Silence∙ Attributes ∙ msec= Partofsp To set up text to speech to read email Setting Up Text To Speech to Read Email∙ Select Tools Options ∙ Select Delegates UMS Web Services ∙ Web Voicemail Access∙ Imap Client Support ∙ UMS or IMS Imap Installation Select Web Service Users menu is shown ∙ Through Individual User SettingsSelect Help About Password Incoming ServerAccount Name Example Outlook Web Voicemail Installation ∙ o User Name and Password ∙ PC Playback Configuring the IP Office for Web Services Voicemail Pro IP Office Playback Control Opera Internet Explorer Installing Voicemail Pro UMS Web Services Using Web Voicemail Message Types∙ Unread message ∙ Read message ∙ Deleted message ∙ Saved message Installing Voicemail Pro UMS Web Services IP Office ∙ Change password Controls ∙ Select∙ Save ∙ Mark as read Using Imap Troubleshooting Checking the Voicemail Pro Service Installing Voicemail Pro Troubleshooting To run the service as a console Voicemail Console ∙ Run ∙ Freeze∙ Clear Voicemail Pro User Log Installation Tracing in DebugRun DbgView.exe Logging Run DbgView.exe Select File Log Preferences Close the Configure Debug Filters window IMS Tracing It is not required for diagnosticsIs not required for diagnostics EnableConnectionTracing EnableFunctionTracing EnableObjectTracingEnableProxyTracing EnableTagTracing EnableTracing MAPIEventTracingMessageProcessingTracing UMSEventTracing Installing Voicemail Pro Troubleshooting IP Office Page Chapter Configuring Voicemail Pro IP Office Configuration OverviewIdentifying the Voicemail Server PC To identify the Voicemail Server PC Configuring Voicemail for Individual Users To change voicemail configuration for an individual· Select the Voicemail Email Mode from · Reception/Breakout Dtmf · Breakout Dtmf To add a source number Configuring User Source NumbersView the Source Numbers tab Setting Up Voicemail Transfer Options for a User To set up voicemail transfer options for a user Voicemail Channel Reservations Channel RestrictionsTo change voicemail channel reservations To view the utilisation of voicemail channels Voicemail Pro IP Office Using Voicemail to Give Error Messages Voicemail Pro Preferences To change the Voicemail Pro Client preferencesTo change the Voicemail Pro Server preferences Select IP Office Voicemail Pro To set up general system preferences From the Administration menu, select Preferences GeneralSystem Preferences General Click Save and Make Live and select Yes Directories To set the location of Voicemail system folders Mapi Housekeeping ∙ Message playback order System Setting∙ Automatic message deletion Snmp Alarm To set up disk space and recording time alarms∙ Space OK Alarm ∙ Critical Alarm Outcalling To set the global outcalling preferences Vpnm To open the VPN window Start the Voicemail Pro ClientTo add a Vpnm server To delete a Vpnm server To add a user to Vpnm server To add a group of users To change details of a Vpnm user To specify the level of IMS service logging Click the System Settings tabControl Panel Options IMS Logging Level IMS Host Server Name To specify the name of the host server PC for IMS 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 Setting the VoiceMail Pro System Fax Number System Fax Number is used toTo set the Voicemail Pro system fax number · Important Voicemail Pro IP Office Setting up Fax Forwarding Setting Up a User Defined Fax NumberTo set up a user defined fax number Example Routing Fax Calls Using a Menu Action Configuring an Analog Extension Number for Fax Use To configure an analog extension number for fax use Select Embedded Services Castelle Fax Server Configuring Voicemail Pro Fax Server Configuration IP Office Page Chapter Administration Starting the Voicemail Pro Client Logging in to the Voicemail Pro ServerTo start the Voicemail Pro Client To log in to the Voicemail Pro Server To switch between online and offline mode Changing Between Offline and Online ModeContinue Offline Message Window Logging Out Closing DownTo log out To close the Voicemail Pro Client down Administrator Configuration ∙ Administrator Client userTo add an Administrator ∙ Standard Client user Changing Administrator Details Deleting an AdministratorTo delete an administrator To change the authority level of a user Resetting a Password Releasing a Locked Administrator LoginTo reset a password To release a locked login Changing the Inactivity Timeout General AdministrationTo change the inactivity timeout Changing Mailbox Operation Mode To change the mailbox operation mode Changing your Password ∙ CancelTo change your password Confirm Call Flow Download Window Routing Calls to Voicemail VM versus Short Codes? Routing Calls to Voicemail Transferring Calls to Voicemail Example 1 Access to the Mailbox Main Using Short Codes to Access VoicemailExample 2 Access a Voicemail Pro Module Using VM to Access Voicemail ∙ Example 1 SoftConsole access to the mailbox Main∙ Example 2 Accessing a Module from Phone Manager ∙ Example 3 Incoming Call Routing Voicemail Telephone Numbers Voicemail Pro IP Office Example Call Flow Voicemail Pro Module Using the Module Creating a Matching Short Code User Voicemail Access ∙ Using the Messages button on their telephone∙ Using a Voicemail Collect button ∙ Using Visual Voice Giving Users Button Access Administration User Voicemail Access Giving Users Access from Any Extension To give a specific user access from any extensionTo give all users access from any extension ∙ An individual user Giving Users Access from an External Location To give users access from an external locationTo configure a trusted location Creating a Trusted Location Mailbox Access Controls Telephony Operation Mode∙ Standard IP Office Mailbox Mode ∙ Intuity Mailbox Mode Automatic Message Deletion Personal Distribution Lists ∙ Messaging Hunt Group Voicemail∙ Message Waiting Indication Hunt Group Configuration in IP Office To change voicemail configuration for a hunt group Configuring Message Waiting Indication To configure message waiting indication∙ 4400 Series Phones ∙ Voicemail Ringback To configure Group Broadcast Configuring 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 Mode To customize announcement 1 for a specific group Customizing AnnouncementsTo customize announcement 2 for a specific group To configure queuing for a hunt group ∙ Queuing On Default = On∙ Normalize Queue Length Default = Blank Hunt Group Queuing Customizing a Hunt Group Call Flow Administration Hunt Group Voicemail Recording Calls Advice of Call Recording Message To switch the recording warning on or offCall Recording Warning Click Save & Make Live To hide the auto record indication Click or select Administration Preferences General Changing the Recording TimeVoice Recording Library VRL To change the recording length 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 Automatic Call Recording Incoming Call RouteHunt Group User Setting Automatic Recording Options To set automatic call recording for a user 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 Announcements Mandatory Announcement Example Personal Announcements Support for Callers with Impaired Hearing Installing Voicemail Pro TTY Prompts Advice for Mailbox Owners Using a TTY DeviceChanging User Locale To change the user locale Changing the Language Setting for a TTY Device An Example of Customizing a Simple Mailbox Call Flow An Example of Customizing a Complex Mailbox Call Flow Changing Language Supported Languages Changing the Language of System Prompts Changing the Language of Custom Prompts To change the language of custom prompts Mobile Twinning ∙ CFGSet MattR twinningtype Mobile · Enter the command CFGSet 203 twinningtype Mobile · Enter the command CFGSet 203 twinningtype Internal· Enter the command CFGSet 203 mobiletwinningnumber$KEY To create the example call flow Create a short code to test the call flow Remote Voicemail Notification ∙ Voicemail Outcalling To set up the callback Callback Using a Play Configuration Menu Action Default Callback Start PointTo set the users callback number · 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 Saving Changes and Making them Live Importing and Exporting Call Flows Including Other Files To include other files Start Points Specific Start PointsUsers Groups Voicemail Pro Administrators Short Codes∙ Short Code *88 ∙ Telephone Number *88 Modules Default Start Points 246 Using 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 text Speaking Variables to Callers System VariablesVariable Length Available Variables ∙ $CLI ∙ $CP∙ $DBD ∙ $ETA User Defined Variables To add a user defined variable Example Creating Modules Running a Module Conditions Editor Not To start the Condition Editor Using the Condition EditorTo add a new condition To add elements to a condition To edit elements To change the logic setting of a condition · x orTo change the name of a condition To delete elements and conditions Calendar ∙ Apply Logical or X if more than one day selectedTo add a calendar element Click Calendar Example To add a Week Planner element Week PlannerClick Week Planner Example Condition CompareTo add a condition element Click Condition 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 Standard Action Tabs General∙ Token Name ∙ Description Entry Prompts To record a new prompt Using the Wave EditorTo select a prompt Voicemail Pro IP Office Specific Reporting∙ Flag the current call has been answered by Voice Mail ∙ Request to call back the current caller Results Basic Actions Generic Voicemail Pro Actions Basic Actions Example of a Custom String For examples of the action being used in a call flow, see Speak Text To add a Speak Text action Menu ∙ Invalid ∙ Timeout∙ Others Goto To add a Goto action Disconnect HomeModule Return To add a Disconnect action Mailbox Actions ∙ IP Office mode ∙ Intuity modeGet Mail To add a Get Mail action Leave Mail Listen To add a Listen action Voice Question To add a campaign action Campaign· Leave campaign information e.g. customers Configuration Actions Edit Play List Record Name Play Configuration Menu For a user For a hunt group 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 Transfer · Destination· Description displayed on phone Voicemail Pro 4.1+ · 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 Examples Alphanumeric ∙ Dtmf Data ∙ No Dtmf Data Miscellaneous Actions Voicemail Pro IP Office Open Door Alarm Set Clock Post Dial VB Script · Enter VBScript· Expand · Syntax Check Remote Call Flow Condition Actions Test Condition ∙ Return the results of the following condition Set User Variable Test User Variable Test Variable ∙ No Match Database Actions Database Open Database Execute Database Get Data Database Close Queue Actions ∙ In Incoming Call Route Priority Queue ETATo add a Queue ETA action Queue Position Voicemail Pro IP Office Chapter Prompts Prompts US English Intuity 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 English Non-Intuity Prompts WAV File Non-Intuity Prompt 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 Using VB Script Voicemail Pro Examples Overview VBScript PropertiesInternal Variables EstimatedAnswer Property CallingParty Property∙ String LastAccessedMsg Property Locale Property NewMsgs Property Name PropertyOldMsgs Property PositionInQueue Property Result Property SavedResult Property SavedMsgs PropertyVariable Property ForwardMsg Method VBScript MethodsForwardMsgToMailbox Method FullFilename Method GetCallingParty Method GetDTMF Method GetEstimatedAnswer Method GetLocale Method GetExtension MethodGetMailbox Method GetMailboxMessage Method GetMailboxMessages 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 MessageTime Method PlayDigits Method PlayLocaleWav Method PlayWav Method Key = Voice.PlayWavtest, True, Any, dlgid End if End Sub RecordMsg Method RecordRegister Method Register Method SetLocale Method SetMailboxMessage Method SetRegister Method SetSavedResult Method SetResult MethodSetVariable Method Speak Method IVR Connecting Voicemail Pro to a Database Example Database Scenario Retrieving 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 Details Collect Callers Details Select the Database Execute icon 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 Adding a Record Name Module To add a Shortcode Using the Name Table To changing your name using a telephone with a menu KeyChanging Full Names To use the Name table Campaigns Managing Campaigns Voicemail Pro IP Office Customer Prompts Customer Menu ∙ Where should this Campaign be parked Granting Access to a CampaignCampaign Identification To assign a campaign to a programmable button · Select Emulation Call ParkTo use the UnPark Call function Select Advanced Call UnPark Call Using the Web Campaign To view open the Campaign 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 Minimum PC specification for an IMS Client PC IMS Client PC Requirements IMS Server PC Requirements IMS Server Installation Installation Checks Creating the IMS Account On the Mail Properties General Screen, click Add IMS Server Preparation Disable Network Card Power Saving 100Mbps Full duplex USB or Parallel Port Feature Key Serial Port Feature KeyIP Office 500 Smart Card Feature Key Entering the IMS Licenses Installing 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 opens Voicemail Pro IP Office Check the IMS Services To check/restart the Voicemail Pro and IMS ServicesSelect Administrative Tools Services Close Services Initializing the Call Flow Select Start Programs IP Office Voicemail Pro Client Associating Voice Mailboxes with Email Addresses Close the IMS Administration ToolTo associate a voice mailbox with an email address IMS Client Installation IMS Client Requirements Adjusting Dcom Settings To set the Client PCs Dcom Settings B2a. 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 Run Click 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 Computers Appendix Installing IMS Voicemail Pro IP Office On the Default Properties tab set the following Installing the IMS Client Software To install the IMS Client software· Voicemail Mailbox · IMS Server Opening the Firewall Settings for Other FirewallsUnzip AvayaFW.bat from the AvayaFW.zip file Testing IMS Client Installation Outlook, select Tools Integrated Messaging 397 To Manually Install the Form To check and observe IMS operation Observing Exchange OperationExpand the Server Name and Mailbox Store Maintenance Upgrading To upgrade from version Import or Export Call Flows window, click Next 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 Installation Alternatives ∙ IMS Gateway Service ∙ IMS Voice Service Problems Connecting to IMS on a Domain Controller Known IssuesProblems Connecting to/Synchronizing with IMS On the Server Solution Unspecified ErrorCause Outlook Cached Exchange Mode Transferring an IMS Account to a New PC IMS Client Not Showing in Outlook Tools Firewall Port Settings VMPro Error Windows Update Causes Voicemail Pro to Stop Saving IMS Messages Past Housekeeping IMS Clients Not Connecting When Outlook Opened Outlook Delegates Cause IMS to Slow Message Waiting Indicators Not Clearing Starting IP Office Services Using a Batch FileTo set up the batch file Installing VoiceMail Pro as an ACM Gateway To install the ACM Gateway Appendix 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 setup To configure the Avaya Intuity Audix Configuring the Avaya Intuity AudixIP Office to Avaya Interchange Configuring the Avaya Interchange To configure the Interchange Intuity interface Appendix IP Office to Avaya Interchange Avaya Interchange Enterprise List Administration Configuring a DNS Server Verification and Troubleshooting Check the Voicemail Pro Smtp Settings Interchange Basic TestsAudix Browser Status Test S8100 Ping 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