Avaya 15-601063 - page 95

Voicemail Pro Page 95

15-601063 Issue 20l (03 March 2009)IP Office

Installing Voicemail Pro: Troubleshooting

Contents

Main Page Contents Voicemail Pro Actions6. Page Page Page Page Voicemail Pro Page 9 15-601063 Issue 20l (03 March 2009)IP Office Voicemail Pro: 1. Voicemail Pro Voicemail Pro Page 10 15-601063 Issue 20l (03 March 2009)IP Office Voicemail Pro Page 11 Voicemail Pro: 1.1 What is New Voicemail Pro 4.2 Voicemail Pro 4.1 Voicemail Pro 4.0 Voicemail Pro Page 13 Voicemail Pro: What is New 1.2 Features of Voicemail Pro 1.3 Supported Languages Voicemail Pro Page 15 15-601063 Issue 20l (03 March 2009)IP Office Voicemail Pro: Supported Languages 1.4 Number of Simultaneous Voicemail Users Page Page 2. Installing Voicemail Pro 2.1 General Installation Requirements 2.1.1 PC Specification Voicemail Pro Page 20 15-601063 Issue 20l (03 March 2009)IP Office Basic Voicemail Pro Voicemail Pro plus UMS Web Voicemail and/or Campaigns Voicemail Pro plus IMS Page Voicemail Pro plus IVR and or TTS Voicemail Pro plus Compact Call Center Ports 2.1.2 Network Requirements 2.1.3 Disk Space Requirements 2.1.4 Web Server Operation 2.1.5 Voicemail Email Connection 2.1.6 ContactStore Operation 2.1.7 Voicemail Pro Licenses 2.1.8 User and Group Mailboxes 2.2 Basic Voicemail Installation 2.2.1 Installing Compact Voicemail Pro Server and Client Page Page 2.2.2 Installing Typical Voicemail Pro Server and Client Page Page 2.2.3 Installing Custom Voicemail Pro Server and Client 2.2.4 Removing Software Features from a Voicemail Pro Installation 2.2.5 Configuring Windows 2003 to Work with Web Campaigns 2.2.6 The Voicemail Pro Services Page 2.3 Client Only Installation Voicemail Pro Page 39 Installing Voicemail Pro: Client Only Installation 2.3.1 Installing the VoiceMail Pro Client Only Page Voicemail Pro Page 41 Installing Voicemail Pro: Client Only Installation 2.4 Upgrading Voicemail Pro 2.4.1 Upgrade from below version 3.2 2.4.2 Upgrade from Version 3.2+ Voicemail Pro Page 43 Installing Voicemail Pro: Upgrading Voicemail Pro 2.4.3 Upgrade to Voicemail Pro 2.5 Voicemail Email Installation 2.5.1 Installing VoiceMail Pro for SMTP Voicemail Email 2.5.2 Domain Member 2.5.2.1 Installing VoiceMail Pro for MAPI VoiceMail Email as a Domain Member 2.5.2.2 Creating a Voicemail Domain Account 2.5.2.3 Configuring Outlook for VoiceMail Email 2.5.2.4 Installing the VoiceMail Pro Software 2.5.2.5 Switching VoiceMail Pro to MAPI 2.5.3 Work Group Member 2.5.3.1 Installing VoiceMail Pro for MAPI VoiceMail Email as a Work Group Member 2.5.3.2 Creating a Voicemail User Account 2.5.3.3 Configuring Outlook Express for Internet Mail 2.5.3.4 Configuring Outlook for Internet Mail 2.5.3.5 Configuring Outlook for Exchange Server 2.5.3.6 Installing the VoiceMail Pro Software 2.5.3.7 Switching VoiceMail Pro to MAPI 2.5.3.8 Changing SMTP Email Account Settings 2.5.4 Operation 2.5.4.1 Configuring Email Users and Groups for Voicemail Email 2.5.4.2 IP Office Manager Settings 2.5.4.3 How Voicemail Email Messages Look 2.5.4.4 The Voicemail Pro Email Action Voicemail Pro Page 60 15-601063 Issue 20l (03 March 2009)IP Office 2.5.4.5 SMTP Errors 2.6 Centralized Voicemail Pro 2.6.1 Planning Requirements 2.6.2 Restrictions 2.6.3 Licensing 2.6.4 Configuring the Remote System Voicemail Settings Voicemail Pro Page 65 Installing Voicemail Pro: Centralized Voicemail Pro 2.7 Text to Speech (TTS) Install 2.7.1 Installing Generic Text to Speech 2.7.2 Installing Avaya Text to Speech 2.7.3 Using the Speak Text Action 2.7.4 Text to Speech SAPI Controls Example SAPI XML Tags Page 2.7.5 Setting Up Text To Speech to Read Email 2.8 UMS Web Services 2.8.1 IMAP Installation Installing the Voicemail Pro IMAP Server Configuring the IP Office for IMAP Configure IP Office Users for UMS. Configuring a User Email account 2.8.2 Web Voicemail Installation Web Voicemail Installation Requirements User and Browser Requirements Page Voicemail Pro Software Installation with Web Voicemail Component Configuring the IP Office for Web Services Configure IP Office Users for UMS. UMS Web Voicemail and ContactStore Page Playback Control Page Page 2.8.3 Using Web Voicemail Page Page 2.8.4 Using IMAP 2.9 Troubleshooting 2.9.1 Checking the Voicemail Pro Service Page 2.9.2 The Voicemail Console Page 2.9.3 Voicemail Pro User Log 2.9.4 Tracing in Debug Page Page Page Page Page Page 3. Configuring Voicemail Pro 3.1 IP Office Configuration 3.1.1 Overview 3.1.2 Identifying the Voicemail Server PC 3.1.3 Configuring Voicemail for Individual Users Page 3.1.4 Configuring User Source Numbers 3.1.5 Setting Up Voicemail Transfer Options for a User 3.1.6 Voicemail Channel Reservations Page 3.1.7 Using Voicemail to Give Error Messages Voicemail Pro Page 106 15-601063 Issue 20l (03 March 2009)IP Office 3.2 Voicemail Pro Preferences 3.2.1 System Preferences 3.2.1.1 General Page 3.2.1.2 Directories 3.2.1.3 MAPI 3.2.1.4 Housekeeping 3.2.1.5 SNMP Alarm 3.2.1.6 Outcalling 3.2.1.7 VPNM Page Page 3.2.2 Control Panel Options 3.2.2.1 IMS Logging Level 3.2.2.2 IMS Host Server Name 3.2.2.3 Configuring Email Settings 3.2.2.4 Configuring SMTP Email Settings 3.3 Fax Server Configuration 3.3.1 Fax Server Configuration Voicemail Pro Page 123 Configuring Voicemail Pro: Fax Server Configuration 3.3.2 Setting the VoiceMail Pro System Fax Number Page Voicemail Pro Page 125 Configuring Voicemail Pro: Fax Server Configuration 3.3.3 Setting up Fax Forwarding 3.3.4 Setting Up a User Defined Fax Number 3.3.5 Routing Fax Calls Using a Menu Action 3.3.6 Configuring an Analog Extension Number for Fax Use 3.3.7 Castelle Fax Server Page Page Page 4. Administration 4.1 Starting the Voicemail Pro Client 4.1.1 Logging in to the Voicemail Pro Server Voicemail Pro Page 133 Administration: Starting the Voicemail Pro Client 4.1.1.1 Changing Between Offline and Online Mode 4.1.1.2 Continue Offline Message Window 4.1.1.3 Logging Out 4.1.1.4 Closing Down Voicemail Pro Page 135 Administration: Starting the Voicemail Pro Client 4.2 Administrator Configuration 4.2.1 Changing Administrator Details 4.2.2 Deleting an Administrator Voicemail Pro Page 137 Administration: Administrator Configuration 4.2.3 Resetting a Password 4.2.4 Releasing a Locked Administrator Login 4.3 General Administration 4.3.1 Changing the Inactivity Timeout 4.3.2 Changing Mailbox Operation Mode 4.3.3 Confirm Call Flow Download Window 4.3.4 Changing your Password 4.4 Routing Calls to Voicemail 4.4.1 Routing Calls to Voicemail 4.4.2 Transferring Calls to Voicemail 4.4.3 Using Short Codes to Access Voicemail 4.4.4 Using VM: to Access Voicemail 4.4.5 Voicemail Telephone Numbers Page 4.4.6 Example Call Flow Page 4.5 User Voicemail Access 4.5.1 Giving Users Button Access Page 4.5.2 Giving Users Access from Any Extension Voicemail Pro Page 153 Administration: User Voicemail Access 4.5.3 Giving Users Access from an External Location 4.5.4 Creating a Trusted Location 4.6 Mailbox Access Controls 4.6.1 Telephony Operation Mode Voicemail Pro Page 155 Administration: Mailbox Access Controls 4.6.2 Automatic Message Deletion 4.6.3 Personal Distribution Lists 4.7 Hunt Group Voicemail Voicemail Pro Page 157 Administration: Hunt Group Voicemail 4.7.1 Hunt Group Configuration in IP Office 4.7.2 Configuring Message Waiting Indication 4.7.3 Configuring Group Broadcast 4.7.4 Using a Short Code to Collect Voicemail 4.7.5 Out of Hours Operation 4.7.6 Configuring Announcements Enabling Announcements Recording the Announcements 4.7.7 Customizing Announcements Voicemail Pro Page 165 Administration: Hunt Group Voicemail 4.7.8 Hunt Group Queuing 4.7.9 Customizing a Hunt Group Call Flow Page 4.8 Recording Calls 4.8.1 Call Recording Warning 4.8.2 Changing the Recording Time 4.8.3 Voice Recording Library (VRL) 4.8.4 Manual Call Recording Page 4.8.4.1 Setting Manual Recording Options 4.8.4.2 Customizing Manual Recording 4.8.5 Automatic Call Recording 4.8.5.1 Setting Automatic Recording Options Page Page Page 4.8.5.2 Customizing Auto Recording 4.9 Announcements 4.9.1 Mandatory Announcement Example 4.9.2 Personal Announcements 4.10 Support for Callers with Impaired Hearing 4.10.1 Installing Voicemail Pro TTY Prompts 4.10.2 Changing User Locale 4.10.3 Advice for Mailbox Owners Using a TTY Device 4.10.4 Changing the Language Setting for a TTY Device Page Voicemail Pro Page 187 Administration: Support for Callers with Impaired Hearing 4.11 Changing Language 4.11.1 Supported Languages 4.11.2 Changing the Language of System Prompts 4.11.3 Changing the Language of Custom Prompts 4.12 Mobile Twinning Voicemail Pro Page 191 Administration: Mobile Twinning 4.12.1 Example Call Flow Page Voicemail Pro Page 193 Administration: Mobile Twinning 4.13 Remote Voicemail Notification 4.13.1 Callback Voicemail Pro Page 195 Administration: Remote Voicemail Notification 4.13.1.1 Using a Play Configuration Menu Action 4.13.2 Outcalling Voicemail Pro Page 197 Administration: Remote Voicemail Notification 4.13.2.1 Setting the Outcalling Preferences Page Page Voicemail Pro Page 200 15-601063 Issue 20l (03 March 2009)IP Office 5. Using the Voicemail Pro Client Voicemail Pro Page 201 Using the Voicemail Pro Client: 5.1 The Main Voicemail Pro Window 5.2 Toolbar Icons Voicemail Pro Page 203 Using the Voicemail Pro Client: Toolbar Icons 5.3 Saving Changes and Making them Live 5.4 Importing and Exporting Call Flows 5.5 Including Other Files Voicemail Pro Page 205 Using the Voicemail Pro Client: Including Other Files 5.6 Start Points Page Voicemail Pro Page 207 Using the Voicemail Pro Client: Start Points 5.6.1 Default Start Points 5.6.2 Using Start Points Page 5.6.3 Viewing Call Flows as Text Voicemail Pro Page 211 Using the Voicemail Pro Client: Start Points 5.7 System Variables Page 5.7.1 User Defined Variables Page Voicemail Pro Page 215 Using the Voicemail Pro Client: System Variables 5.8 Creating Modules 5.8.1 Running a Module 5.9 The Conditions Editor 5.9.1 Using the Condition Editor Page Voicemail Pro Page 219 Using the Voicemail Pro Client: The Conditions Editor 5.9.2 Calendar Voicemail Pro Page 221 Using the Voicemail Pro Client: The Conditions Editor 5.9.3 Week Planner 5.9.4 Condition 5.9.5 Compare Page 6. Voicemail Pro Actions Voicemail Pro Page 225 Voicemail Pro Actions: 6.1 Connections 6.2 Available Actions Voicemail Pro Page 227 Voicemail Pro Actions: Available Actions Page Voicemail Pro Page 229 Voicemail Pro Actions: Available Actions 6.3 Standard Action Tabs 6.3.1 General 6.3.2 Entry Prompts 6.3.3 Using the Wave Editor Page 6.3.4 Specific 6.3.5 Reporting Page 6.4 Basic Actions 6.4.1 Generic Page Page 6.4.2 Speak Text 6.4.3 Menu Page 6.4.4 Goto 6.4.5 Disconnect 6.4.6 Home 6.4.7 Module Return 6.5 Mailbox Actions Voicemail Pro Page 245 Voicemail Pro Actions: Mailbox Actions 6.5.1 Get Mail 6.5.2 Leave Mail 6.5.3 Listen 6.5.4 Voice Question 6.5.5 Campaign 6.6 Configuration Actions Voicemail Pro Page 251 Voicemail Pro Actions: Configuration Actions 6.6.1 Edit Play List 6.6.2 Record Name 6.6.3 Play Configuration Menu Voicemail Pro Page 253 Voicemail Pro Actions: Configuration Actions 6.6.4 Select System Prompt Language 6.7 Telephony Actions 6.7.1 Variable Routing Page 6.7.2 Route Incoming Call 6.7.3 Route by Call Status 6.7.4 Transfer 6.7.5 Whisper 6.7.6 Call List 6.7.7 Dial by Name 6.7.8 Conferencing Center 6.7.9 Assisted Transfer Page 6.7.10 Alphanumeric Page 6.8 Miscellaneous Actions 6.8.1 eMail 6.8.2 Open Door 6.8.3 Alarm Set 6.8.4 Clock Voicemail Pro Page 271 Voicemail Pro Actions: Miscellaneous Actions 6.8.5 Post Dial 6.8.6 VB Script 6.8.7 Remote Call Flow 6.9 Condition Actions 6.9.1 Test Condition 6.9.2 Set User Variable 6.9.3 Test User Variable 6.9.4 Test Variable Page 6.10 Database Actions Voicemail Pro Page 281 Voicemail Pro Actions: Database Actions 6.10.1 Database Open 6.10.2 Database Execute 6.10.3 Database Get Data 6.10.4 Database Close 6.11 Queue Actions 6.11.1 Queue ETA Voicemail Pro Page 285 Voicemail Pro Actions: Queue Actions 6.11.2 Queue Position Page Page 7. Prompts 7.1 US English Intuity Prompts Page Page Page Page Page Page Page Page Page Page Page Page 7.2 English Non-Intuity Prompts Page Voicemail Pro Page 303 Prompts: English Non-Intuity Prompts Page Voicemail Pro Page 305 Prompts: English Non-Intuity Prompts Page Page Page Page 8. Voicemail Pro Examples 8.1 Using VB Script 8.1.1 VBScript Properties 8.1.1.1 Overview 8.1.1.2 CallingParty Property 8.1.1.3 EstimatedAnswer Property 8.1.1.4 LastAccessedMsg Property 8.1.1.5 Locale Property 8.1.1.6 Name Property 8.1.1.7 NewMsgs Property 8.1.1.8 OldMsgs Property 8.1.1.9 PositionInQueue Property 8.1.1.10 Result Property 8.1.1.11 SavedMsgs Property 8.1.1.12 SavedResult Property 8.1.1.13 Variable Property 8.1.2 VBScript Methods 8.1.2.1 ForwardMsg Method 8.1.2.2 ForwardMsgToMailbox Method 8.1.2.3 FullFilename Method 8.1.2.4 GetCallingParty Method 8.1.2.5 GetDTMF Method 8.1.2.6 GetEstimatedAnswer Method 8.1.2.7 GetExtension Method 8.1.2.8 GetLocale Method 8.1.2.9 GetMailbox Method 8.1.2.10 GetMailboxMessage Method 8.1.2.11 GetMailboxMessages Method 8.1.2.12 GetMessagePriority Method 8.1.2.13 GetMessagePrivate Method 8.1.2.14 GetMessageStatus Method 8.1.2.15 GetName Method 8.1.2.16 GetNewMsgs Method 8.1.2.17 GetOldMsgs Method 8.1.2.18 GetPositionInQueue Method 8.1.2.19 GetRegister Method 8.1.2.20 GetResult Method 8.1.2.21 GetSavedMsgs Method 8.1.2.22 GetSavedResult Method 8.1.2.23 GetVariable Method 8.1.2.24 MessageCLI Method 8.1.2.25 MessageDisplay Method 8.1.2.26 MessageLength Method 8.1.2.27 MessageTime Method 8.1.2.28 PlayDigits Method 8.1.2.29 PlayLocaleWav Method 8.1.2.30 PlayWav Method Page 8.1.2.31 RecordMsg Method 8.1.2.32 RecordRegister Method 8.1.2.33 Register Method 8.1.2.34 SetLocale Method 8.1.2.35 SetMailboxMessage Method 8.1.2.36 SetRegister Method 8.1.2.37 SetResult Method 8.1.2.38 SetSavedResult Method 8.1.2.39 SetVariable Method 8.1.2.40 Speak Method 8.2 IVR: Connecting Voicemail Pro to a Database 8.2.1 Example 8.2.1.1 Database Scenario Page Page Page Page Page Page 8.2.1.4 Entering Details into the Database Page 8.3 Dial by Name Voicemail Pro Page 347 Voicemail Pro Examples: Dial by Name 8.3.1 Example Call Flow 8.3.2 Adding a Record Name Module Voicemail Pro Page 349 Voicemail Pro Examples: Dial by Name 8.3.3 Using the Name Table 8.3.4 Changing Full Names 8.4 Campaigns 8.4.1 Managing Campaigns Page 8.4.2 Customer Prompts 8.4.3 Customer Menu 8.4.4 Campaign Identification 8.4.5 Granting Access to a Campaign Page 8.4.6 Using the Web Campaign Page Page Page Page 9. Appendix 9.1 Installing IMS 9.1.1 IMS Limitations 9.1.2 IMS Components 9.1.3 IMS Client PC Requirements 9.1.4 IMS Server PC Requirements 9.1.5 IMS Server Installation 9.1.5.1 Installation Checks 9.1.5.2 Creating the IMS Account 9.1.5.3 IMS Server Preparation Page 9.1.5.4 Entering the IMS Licenses 9.1.5.5 Installing the IMS and Voicemail Pro Software Page Page Page Page 9.1.5.6 Check the IMS Services 9.1.5.7 Initializing the Call Flow 9.1.5.8 Associating Voice Mailboxes with Email Addresses 9.1.6 IMS Client Installation 9.1.6.1 IMS Client Requirements 9.1.6.2 Adjusting DCOM Settings Page Page Page Page Page Page Page Page Page Page 9.1.6.3 Installing the IMS Client Software 9.1.6.4 Opening the Firewall 9.1.6.5 Testing IMS Client Installation Page Page 9.1.6.6 Observing Exchange Operation Voicemail Pro Page 398 9.1.7 Maintenance 9.1.7.1 Upgrading Upgrade from Voicemail Pro below version 3.2 Voicemail Pro Page 399 Upgrade from Version 3.2 9.1.7.2 IMS Service Logging 9.1.7.3 IMS Host Server Name 9.1.7.4 IMS Email Settings 9.1.7.5 Troubleshooting DCOM Issues 9.1.7.6 Tracing in Debug Page Page Page 9.1.7.7 IMS Installation Alternatives Voicemail Pro Page 409 9.1.8 Known Issues 9.1.8.1 Problems Connecting to IMS on a Domain Controller 9.1.8.2 Problems Connecting to/Synchronizing with IMS On the Client PC On the Voicemail Pro/IMS Server machine Voicemail Pro Page 410 On the Server 9.1.8.3 Unspecified Error 80004005 9.1.8.4 Outlook Cached Exchange Mode 9.1.8.5 Transferring an IMS Account to a New PC 9.1.8.6 IMS Client Not Showing in Outlook Tools 9.1.8.7 Firewall Port Settings 9.1.8.8 VMPro Error 0x80004005 9.1.8.9 Windows Update Causes Voicemail Pro to Stop 9.1.8.10 Saving IMS Messages Past Housekeeping 9.1.8.11 Outlook Delegates Cause IMS to Slow 9.1.8.12 IMS Clients Not Connecting When Outlook Opened 9.1.8.13 Starting IP Office Services Using a Batch File 9.1.8.14 Message Waiting Indicators Not Clearing 9.2 Installing VoiceMail Pro as an ACM Gateway Voicemail Pro Page 419 Appendix: Installing VoiceMail Pro as an ACM Gateway 9.3 Installing Networked Messaging (VPNM) 9.3.1 Requirements for VPNM 9.3.2 Installing VoiceMail Pro with VPNM Support Voicemail Pro Page 423 Appendix: Installing Networked Messaging (VPNM) Page 9.3.3 Configuring VPNM Preferences Page Page 9.3.4 Testing a VPNM Setup Voicemail Pro Page 429 Appendix: Installing Networked Messaging (VPNM) 9.4 IP Office to Avaya Interchange 9.4.1 Configuring the Avaya Intuity Audix 9.4.2 Configuring the Avaya Interchange Voicemail Pro Page 431 Appendix: IP Office to Avaya Interchange Page Voicemail Pro Page 433 Appendix: IP Office to Avaya Interchange 9.4.3 Configuring a DNS Server 9.4.4 Verification and Troubleshooting Page Page Page Index A B C Page D E F G H I Page K L M N O P Q R S Page T U V Page W X Y