IP Office
Voicemail Pro IP Office
Contents
Using the Voicemail Pro Client
Voicemail Pro Actions
Prompts
Voicemail Pro Examples
Appendix
Page
Chapter Voicemail Pro
Page
∙ IP Office Control Unit
∙ Voicemail Pro Server
∙ Voicemail Pro Client
∙ 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 Pro
Supported Languages
∙ All Voicemail
Number of Simultaneous Voicemail Users
∙ Voicemail Pro Licenses
∙ VoIP/VCM Channels
Page
Chapter Installing Voicemail Pro
General Installation Requirements
∙ Small Office Edition ∙ IP406 ∙ IP412 ∙ IP Office
Tips
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 Operation
Voicemail 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 Installation
Typical 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
Configuring Windows 2003 to Work with Web Campaigns
To configure Windows
∙ Extension Name campaigns
Voicemail Pro Services
To check/restart the Voicemail Pro Service
Close 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 Database
To upgrade from version 3.2 or higher
Select Import Call Flows
Upgrade to Voicemail Pro
Select the Mailbox Mode
Move the Voicemail Lite Folders
Click Save & Make Live
Voicemail Email Installation
Installing VoiceMail Pro for Smtp Voicemail Email
To install Voicemail Pro for Smtp Voicemail Email
Smtp Simple Mail Transfer Protocol
Domain Member
Creating a Voicemail Domain Account
To 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 Mapi
Click Preferences and select General
Click Save and Make Live
Work Group Member
Creating a Voicemail User Account
To create a Voicemail User Account
Configuring Outlook Express for Internet Mail
To configure Outlook Express for Internet Mail
Display name box enter Voicemail
Configuring Outlook for Internet Mail
To configure Outlook for Internet Mail
Select Tools Options
Configuring Outlook for Exchange Server
To configure Outlook for Exchange Server
Highlight 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 Settings
Click the Email Settings tab
Configuring Email Users and Groups for Voicemail Email
Other Phone Types and External Call Access
Operation
IP Office Manager Settings
How Voicemail Email Messages Look
Voicemail Pro Email Action
Smtp Errors
Enabling Smtp Error Reporting
Smtp 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 Speech
Using 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
Setting Up Text To Speech to Read Email
To set 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
∙ Through Individual User Settings
Select Web Service Users menu is shown
Select Help About
Password
Incoming Server
Account 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
∙ Freeze
∙ Run
∙ Clear
Voicemail Pro User Log
Installation
Tracing in Debug
Run DbgView.exe
Logging Run DbgView.exe Select File Log Preferences
Close the Configure Debug Filters window IMS Tracing
It is not required for diagnostics
Is not required for diagnostics
EnableConnectionTracing
EnableFunctionTracing
EnableObjectTracing
EnableProxyTracing
EnableTagTracing
EnableTracing
MAPIEventTracing
MessageProcessingTracing
UMSEventTracing
Installing Voicemail Pro Troubleshooting IP Office
Page
Chapter Configuring Voicemail Pro
IP Office Configuration
Overview
Identifying 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
Configuring User Source Numbers
To add a source number
View 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 Restrictions
To 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 preferences
To change the Voicemail Pro Server preferences
Select IP Office Voicemail Pro
To set up general system preferences
From the Administration menu, select Preferences General
System Preferences
General
Click Save and Make Live and select Yes
Directories
To set the location of Voicemail system folders
Mapi
∙ Message playback order System Setting
Housekeeping
∙ 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 Client
To 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 tab
Control Panel Options
IMS Logging Level
IMS Host Server Name
To specify the name of the host server PC for IMS
Configuring Email Settings
To configure email settings
To set the message parameters
Configuring Smtp Email Settings
To configure Smtp email settings
Click the Smtp Email Settings tab
Fax Server Configuration
Fax Server Configuration
Setting the VoiceMail Pro System Fax Number
System Fax Number is used to
To set the Voicemail Pro system fax number
· Important
Voicemail Pro IP Office
Setting up Fax Forwarding
Setting Up a User Defined Fax Number
To 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 Server
To start the Voicemail Pro Client
To log in to the Voicemail Pro Server
Changing Between Offline and Online Mode
To switch between online and offline mode
Continue Offline Message Window
Logging Out
Closing Down
To log out
To close the Voicemail Pro Client down
Administrator Configuration
∙ Administrator Client user
To add an Administrator
∙ Standard Client user
Changing Administrator Details
Deleting an Administrator
To delete an administrator
To change the authority level of a user
Resetting a Password
Releasing a Locked Administrator Login
To reset a password
To release a locked login
General Administration
Changing the Inactivity Timeout
To change the inactivity timeout
Changing Mailbox Operation Mode
To change the mailbox operation mode
Changing your Password
∙ Cancel
To change your password
Confirm Call Flow Download Window
Routing Calls to Voicemail
VM versus Short Codes?
Routing Calls to Voicemail
Transferring Calls to Voicemail
Using Short Codes to Access Voicemail
Example 1 Access to the Mailbox Main
Example 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 extension
To give all users access from any extension
∙ An individual user
Giving Users Access from an External Location
To give users access from an external location
To 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
Hunt Group Voicemail
∙ Messaging
∙ 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
Configuring Group Broadcast
To configure Group Broadcast
Check 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
Customizing Announcements
To customize announcement 1 for a specific group
To 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 off
Call Recording Warning
Click Save & Make Live To hide the auto record indication
Click or select Administration Preferences General
Changing the Recording Time
Voice Recording Library VRL
To change the recording length
Manual Call Recording
To use the short code
Setting Manual Recording Options
To configure a users recording options
Select the Voice Recording tab
Customizing Manual Recording
Automatic Call Recording
Incoming Call Route
Hunt 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 Device
Changing 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 Point
To set the users callback number
· Callback Number
Outcalling
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 Flows
Including Other Files
To include other files
Start Points
Specific Start Points
Users
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
System Variables
Speaking Variables to Callers
Variable 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
Using the Condition Editor
To start the Condition Editor
To add a new condition
To add elements to a condition
To edit elements
To change the logic setting of a condition
· x or
To change the name of a condition
To delete elements and conditions
Calendar
∙ Apply Logical or X if more than one day selected
To add a calendar element
Click Calendar Example
Week Planner
To add a Week Planner element
Click Week Planner Example
Condition
Compare
To add a condition element
Click Condition
Chapter Voicemail Pro Actions
To add an action
To edit an action
To delete an action
Connections
To add a connection
To delete a connection
Available Actions
∙ Start Point
Basic Actions
Voicemail Pro Actions Available Actions
∙ Test User Variable Action
Standard Action Tabs
General
∙ Token Name
∙ Description
Entry Prompts
Using the Wave Editor
To record a new prompt
To 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
∙ Timeout
∙ Invalid
∙ Others
Goto
To add a Goto action
Disconnect
Home
Module Return
To add a Disconnect action
Mailbox Actions
∙ IP Office mode
∙ Intuity mode
Get Mail
To add a Get Mail action
Leave Mail
Listen
To add a Listen action
Voice Question
Campaign
To add a campaign action
· Leave campaign information e.g. customers
Configuration Actions
Edit Play List
Record Name
Play 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 Status
To 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
Queue ETA
∙ In Incoming Call Route Priority
To 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
VBScript Properties
Overview
Internal Variables
CallingParty Property
EstimatedAnswer Property
∙ String
LastAccessedMsg Property
Locale Property
Name Property
NewMsgs Property
OldMsgs Property
PositionInQueue Property
Result Property
SavedMsgs Property
SavedResult Property
Variable Property
VBScript Methods
ForwardMsg Method
ForwardMsgToMailbox Method
FullFilename Method
GetCallingParty Method
GetDTMF Method
GetEstimatedAnswer Method
GetExtension Method
GetLocale Method
GetMailbox Method
GetMailboxMessage Method
GetMailboxMessages Method
GetMessagePriority Method
GetMessagePrivate Method
GetMessageStatus Method
GetName Method
GetNewMsgs Method
GetOldMsgs Method
GetPositionInQueue Method
GetRegister Method
GetResult Method
GetSavedMsgs Method
GetSavedResult Method
GetVariable Method
MessageCLI Method
MessageDisplay Method
MessageLength 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
SetResult Method
SetSavedResult Method
SetVariable 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 Telephony Actions the Dial by name action was added
From Mailbox Actions a Leave Mail action was added
To 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 Key
Changing Full Names
To use the Name table
Campaigns
Managing Campaigns
Voicemail Pro IP Office
Customer Prompts
Customer Menu
Granting Access to a Campaign
∙ Where should this Campaign be parked
Campaign Identification
To assign a campaign to a programmable button
· Select Emulation Call Park
To 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
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 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 Key
IP 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 Services
Select Administrative Tools Services
Close Services
Initializing the Call Flow
Select Start Programs IP Office Voicemail Pro Client
Close the IMS Administration Tool
Associating Voice Mailboxes with Email Addresses
To 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
Settings for Other Firewalls
Opening the Firewall
Unzip AvayaFW.bat from the AvayaFW.zip file
Testing IMS Client Installation
Outlook, select Tools Integrated Messaging
397
To Manually Install the Form
Observing Exchange Operation
To check and observe IMS operation
Expand 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
Troubleshooting Dcom Issues
∙ Enable Auditing
∙ Check Batch Job Permissions
Tracing in Debug
IMS
Debugging
EnableTracing
IMS Installation Alternatives
∙ IMS Gateway Service ∙ IMS Voice Service
Known Issues
Problems Connecting to IMS on a Domain Controller
Problems Connecting to/Synchronizing with IMS
On the Server
Unspecified Error
Solution
Cause
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
Starting IP Office Services Using a Batch File
Message Waiting Indicators Not Clearing
To 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
Configuring the Avaya Intuity Audix
To configure the Avaya Intuity Audix
IP 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 Tests
Audix 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
