Avaya 6 manual

15-601063 Issue 22e - (16 May 2010)

Voicemail Pro Installation and

Maintenance

IP Office Release 6

Contents

Main Page Contents Voicemail Pro 1. Voicemail Pro Actions 4. Mailbox Access Controls 6. Voicemail Pro Examples 7. Page Page Page Page Voicemail Pro Installation and Maintenance Page 9 Voicemail Pro: 1. Voicemail Pro Page Voicemail Pro Installation and Maintenance Page 11 Voicemail Pro: 1.1 What is New in 6.0 Licensing Changes IP Office Configuration Changes Voicemail Pro Installation and Maintenance Page 12 Centralized Voicemail Voicemail Pro Installation and Maintenance Page 13 Voicemail Pro: What is New in 6.0 Voicemail Operation Features Voicemail on/off. Voicemail email mode. DND on/off. Follow Me. Forwarding. Edit Voicemail. Edit Callback Number. Edit Mobile Twinning. Page Voicemail Pro: What is New in 6.0 1.2 Supported Languages TTY Teletype Prompts 1.3 Number of Simultaneous Users Page 2. Installing Voicemail Pro 2.1 General Installation Requirements 2.1.1 PC Specification Source DVD IP Office 6.0 Applications DVD (700480569) Languages See Supported Languages . IP500 IP Office Standard Edition[1], IP Office Professional Edition. License Basic Voicemail Pro Voicemail Pro plus UMS Web Voicemail and/or Campaigns Voicemail Pro plus IVR and or TTS Voicemail Pro and IP Office Customer Call Reporter Ports 2.1.2 Voicemail Pro Licenses Legacy Licenses 2.1.3 Network Requirements 2.1.4 Disk Space Requirements 2.1.5 Web Server Operation 2.1.6 ContactStore Operation 2.1.7 User and Group Mailboxes 2.2 Server/Client Installation Page Voicemail Pro Installation and Maintenance Page 29 Installing Voicemail Pro: Server/Client Installation 2.2.1 Modifying the Installed Components Voicemail Pro Installation and Maintenance Page 31 Installing Voicemail Pro: Server/Client Installation 2.2.2 Web Campaigns Installation Windows 2003 Server 2.2.3 The Voicemail Pro Services Page 2.3 Upgrading Voicemail Pro 2.3.1 Upgrade from below version 3.2 Voicemail Pro Installation and Maintenance Page 35 Installing Voicemail Pro: Upgrading Voicemail Pro 2.3.2 Upgrade from Version 3.2+ 2.3.3 Upgrade to Voicemail Pro Voicemail Pro Installation and Maintenance Page 37 Installing Voicemail Pro: Upgrading Voicemail Pro 2.4 UMS Web Services Page Installing the Voicemail Pro IMAP Server Licensing IP Office for Web Services Configure Users for UMS Configuring Hunt Groups for UMS Configuring a User Email account 2.4.2 Web Voicemail Installation Web Voicemail Installation Requirements User and Browser Requirements Voicemail Pro Software Installation with Web Voicemail Component Licensing IP Office for Web Services Configure Users for UMS Configuring Hunt Groups for UMS UMS Web Voicemail and ContactStore Playback Control Page Page 2.4.3 Exchange 2007 Installation Exchange Server 2007 Unified Messaging Configuration Page Page Page 2.5 Centralized Voicemail Pro 2.5.1 Centralized Voicemail Summary of IP Office Settings 2.5.2 Fallback IP Office Control Setup and Requirements for Voicemail Fallback 2.5.3 Backup Voicemail Server Operation Configuring Backup Server Operation 2.5.4 Distributed Voicemail Servers Summary of IP Office Configuration Settings for Distributed Voicemail Severs Configuring Distributed Voicemail Server Operation Page Example: Combined Fallback Control and Backup Server Operation 2.5.6 Installation Notes SMTP Configuration Voicemail Pro Configuration IP Office Configuration Check the Server Connections Checking Status with the Voicemail Pro Client 2.6 Voicemail Email 2.6.1 SMTP Setup 2.6.1.1 Selecting SMTP Operation 2.6.1.2 Changing the Server SMTP Settings 2.6.1.3 Setting the Server Email Address 2.6.1.4 SMTP Errors 2.6.2 MAPI Setup 2.6.2.1 Domain Member Page Page 2.6.2.2 Work Group Member Page Page Page Page Page 2.6.3 Voicemail Email Operation 2.6.3.1 User and Group Configuration 2.6.3.2 How Voicemail Email Messages Look 2.6.3.3 The Voicemail Pro Email Action 2.7 Text to Speech (TTS) Installation TTS Licensing Languages 2.7.1 Installing Generic Text to Speech 2.7.2 Installing Avaya Text to Speech 2.7.3 Using the Speak Text Action Voicemail Pro Installation and Maintenance Page 83 Installing Voicemail Pro: Text to Speech (TTS) Installation 2.7.4 Text to Speech SAPI Controls Example SAPI XML Tags Voicemail Pro Installation and Maintenance Page 85 Installing Voicemail Pro: Text to Speech (TTS) Installation 2.7.5 Setting Up Text To Speech to Read Email 2.8 IP Office Configuration 2.8.1 System Settings Page 2.8.2 User Voicemail Settings Forward to Voicemail Page 2.8.3 User Source Numbers 2.8.4 Hunt Group Settings Voicemail Answer Time Hunt Group Settings Page 2.8.5 Voicemail Channel Reservations Page 2.9 Voicemail Pro Preferences 2.9.1 System Preferences 2.9.1.1 General Page 2.9.1.2 Directories 2.9.1.3 MAPI 2.9.1.4 Housekeeping 2.9.1.5 SNMP Alarm 2.9.1.6 Outcalling 2.9.1.7 VPNM Page Page 2.9.2 Control Panel Options 2.9.2.1 System Settings 2.9.2.2 Email Settings 2.9.2.3 SMTP Email Settings 2.10 Troubleshooting 2.10.1 Checking the Voicemail Pro Service Page 2.10.2 Voicemail Pro User Log 2.10.3 Tracing in Debug 2.10.4 The Voicemail Console Page Page 3. Using the Voicemail Pro Client 3.1 Logging in to the Voicemail Pro Server 3.2 Continue Offline Message Window Voicemail Pro Installation and Maintenance Page 121 Using the Voicemail Pro Client: Continue Offline Message Window 3.3 The Main Voicemail Pro Window 3.4 Saving Changes and Making them Live To save the configuration and make it live To save the configuration to a file without making it live 3.5 Logging Out 3.6 Voicemail Shutdown or Suspend Voicemail Pro Installation and Maintenance Page 123 Using the Voicemail Pro Client: Voicemail Shutdown or Suspend 3.7 Closing Down 3.8 Changing Between Offline and Online Mode 3.9 Administrator Accounts Page 3.10 Confirm Call Flow Download Window 3.11 Using the Navigation and Details Panes Page 3.11.1 Users / Groups 3.11.1.1 Account Account Personal Distributions Lists Page Outcalling Page 3.11.2 Voicemail Pro Administrators 3.11.3 Server Queues 3.11.3.1 Alarms Page 3.11.3.2 Outcalls 3.11.3.3 User Variables Page Page 3.12 Toolbar Icons 3.13 Importing and Exporting 3.14 Backup and Restore Settings 3.14.1 Backup Configuration 3.14.2 Doing a Manual Backup 3.14.3 Restoring a Previous Backup 3.15 Including Other Files 3.16 Start Points Page 3.16.1 Default Start Points 3.16.2 Using Start Points 3.16.3 Viewing Call Flows as Text 3.17 User Variables Page Voicemail Pro Installation and Maintenance Page 157 Using the Voicemail Pro Client: User Variables 3.18 Call Variables Page Voicemail Pro Installation and Maintenance Page 159 Using the Voicemail Pro Client: Call Variables 3.19 Creating Modules 3.19.1 Running a Module 3.20 The Conditions Editor Condition Elements Logic Settings 3.20.1 Using the Condition Editor 3.20.2 Calendar 3.20.3 Week Planner Voicemail Pro Installation and Maintenance Page 165 Using the Voicemail Pro Client: The Conditions Editor 3.20.4 Condition 3.20.5 Compare 3.21 About Page Page Page 4. Voicemail Pro Actions Voicemail Pro Installation and Maintenance Page 171 Voicemail Pro Actions: 4.1 Connections 4.2 Available Actions Voicemail Pro Installation and Maintenance Page 173 Voicemail Pro Actions: Available Actions Page Page 4.3 Standard Action Tabs 4.3.1 General 4.3.2 Entry Prompts Page 4.3.2.1 Using the Wave Editor Page 4.3.3 Specific 4.3.4 Reporting Page 4.4 Basic Actions 4.4.1 Generic 4.4.1.1 Arithmetic Evaluation 4.4.1.2 Change Callers Priority 4.4.1.3 Change User or Group Configuration Page Page 4.4.1.4 Clear Counter 4.4.1.5 Counter Decrement 4.4.1.6 Counter Increment 4.4.1.7 Generic Free Format Command 4.4.1.8 Set Counter 4.4.1.9 Set CPxx Value 4.4.1.10 String Manipulation Page 4.4.2 Speak Text Next Connect the result to a following action in the call flow. Page 4.4.3 Menu Page 4.4.4 Goto This action does not have any results. 4.4.5 Disconnect 4.4.6 Home 4.4.7 Module Return 4.5 Mailbox Actions 4.5.1 Get Mail Voicemail on/off. Voicemail email mode. DND on/off. Follow Me. Forwarding. Edit Voicemail. Edit Callback Number. Edit Mobile Twinning. Page 4.5.2 Leave Mail 4.5.3 Listen Next Connect the result to a following action in the call flow. 4.5.4 Voice Question 4.5.5 Campaign 4.6 Configuration Actions 4.6.1 Edit Play List 4.6.2 Record Name Voicemail Pro Installation and Maintenance Page 213 Voicemail Pro Actions: Configuration Actions 4.6.3 Personal Options Menu Page Voicemail Pro Installation and Maintenance Page 215 Voicemail Pro Actions: Configuration Actions 4.6.4 Select System Prompt Language 4.7 Telephony Actions 4.7.1 Variable Routing Page 4.7.2 Route Incoming Call 4.7.3 Route by Call Status 4.7.4 Transfer MS-CRM Call Data Tagging 4.7.5 Whisper Page 4.7.6 Call List 4.7.7 Dial by Name Page 4.7.8 Conferencing Center 4.7.9 Assisted Transfer MS-CRM Call Data Tagging 4.7.10 Alphanumeric Page 4.8 Miscellaneous Actions 4.8.1 eMail Next Connect the result to the required action. 4.8.2 Open Door 4.8.3 Alarm Set Next This result connection can be used to connect a subsequent action after the alarm is set. 4.8.4 Clock Result 4.8.5 Post Dial Next Connect the result to the required action. 4.8.6 VB Script Page 4.8.7 Remote Call Flow 4.9 Condition Actions 4.9.1 Test Condition 4.9.2 Set User Variable Voicemail Pro Installation and Maintenance Page 245 Voicemail Pro Actions: Condition Actions 4.9.3 Test User Variable 4.9.4 Test Variable Page 4.9.5 Decrement and Test Counter Voicemail Pro Installation and Maintenance Page 249 Voicemail Pro Actions: Condition Actions 4.9.6 Increment and Test Counter 4.10 Database Actions 4.10.1 Database Open Voicemail Pro Installation and Maintenance Page 251 Voicemail Pro Actions: Database Actions 4.10.2 Database Execute 4.10.3 Database Get Data Voicemail Pro Installation and Maintenance Page 253 Voicemail Pro Actions: Database Actions 4.10.4 Database Close 4.11 Queue Actions Voicemail Pro Installation and Maintenance Page 255 Voicemail Pro Actions: Queue Actions 4.11.1 Queue ETA Next Connect the result Next to a relevant action. 4.11.2 Queue Position Page Page Page 5. Administration 5.1 Routing Calls to Voicemail 5.1.1 Routing Calls to Voicemail 5.1.2 Forward Unconditional to Voicemail 5.1.3 Transferring Calls to Voicemail 5.1.4 Using Short Codes to Access Voicemail 5.1.5 Using VM: to Access Voicemail 5.1.6 Voicemail Telephone Numbers 5.1.7 Example Call Flow Page 5.2 User Voicemail Access 5.2.1 Giving Users Button Access Voicemail Pro Installation and Maintenance Page 269 Administration: User Voicemail Access 5.2.2 Giving Users Access from Any Extension 5.2.3 Giving Users Access from an External Location 5.2.4 Creating a Trusted Location Voicemail Pro Installation and Maintenance Page 271 Administration: User Voicemail Access 5.3 Hunt Group Voicemail 5.3.1 Configuring Message Waiting Indication 5.3.2 Configuring Group Broadcast 5.3.3 Using a Short Code to Collect Voicemail 5.3.4 Out of Hours Operation 5.3.5 Configuring Announcements Enabling Announcements Recording the Announcements 5.3.6 Customizing Announcements Voicemail Pro Installation and Maintenance Page 279 Administration: Hunt Group Voicemail 5.3.7 Hunt Group Queuing 5.3.8 Customizing a Hunt Group Call Flow Page 5.4 Recording Calls 5.4.1 Call Recording Warning 5.4.2 Changing the Recording Time 5.4.3 Voice Recording Library (VRL) 5.4.4 Manual Call Recording Page 5.4.4.1 Setting Manual Recording Options 5.4.4.2 Customizing Manual Recording 5.4.5 Automatic Call Recording 5.4.5.1 Setting Automatic Recording Options Page Page Page 5.4.5.2 Customizing Auto Recording 5.5 Announcements 5.5.1 Mandatory Announcement Example 5.5.2 Personal Announcements 5.6 Support for Callers with Impaired Hearing 5.6.1 Installing Voicemail Pro TTY Prompts 5.6.2 Changing User Locale 5.6.3 Advice for Mailbox Owners Using a TTY Device 5.6.4 Changing the Language Setting for a TTY Device Page 5.7 Changing Language 5.7.1 Supported Languages TTY Teletype Prompts Voicemail Pro Installation and Maintenance Page 303 Administration: Changing Language 5.7.2 Changing the Language of System Prompts 5.7.3 Changing the Language of Custom Prompts Voicemail Pro Installation and Maintenance Page 305 Administration: Changing Language 5.8 Mobile Twinning 5.8.1 Example Call Flow Page Page Voicemail Pro Installation and Maintenance Page 309 Administration: Mobile Twinning 5.9 Remote Voicemail Notification 5.9.1 Callback 5.9.1.1 Using a Play Configuration Menu Action 5.9.2 Outcalling 5.9.2.1 Setting the Outcalling System Preferences 5.9.2.2 Editing Mailbox Outcalling Settings Page 5.10 Automatic Message Deletion Voicemail Pro Installation and Maintenance Page 317 Administration: Automatic Message Deletion 5.11 Using Voicemail to Give Error Messages 5.12 Mailbox Management Page 5.12.1 Disabling a Mailbox Page 5.12.3 Outcalling Settings Voicemail Pro Installation and Maintenance Page 323 Administration: Mailbox Management 5.12.4 Personal Distribution Lists Page Page Page 6. Mailbox Access Controls 6.1 General Controls Page Page 6.4 Phone Manager Page 6.5 Visual Voice Visual Voice Controls Using the Visual Voice Button for Voicemail Transfer Page 6.6 UMS Web Voicemail Voicemail Pro Installation and Maintenance Page 337 Mailbox Access Controls: UMS Web Voicemail Message Types Controls Page Voicemail Pro Installation and Maintenance Page 339 Mailbox Access Controls: UMS Web Voicemail 6.7 UMS IMAP 6.8 UMS Exchange 2007 Page 7. Voicemail Pro Examples 7.1 Using VB Script Page 7.1.1 VBScript Properties 7.1.1.1 CallingParty Property 7.1.1.2 EstimatedAnswer Property 7.1.1.3 LastAccessedMsg Property 7.1.1.4 Locale Property 7.1.1.5 Name Property 7.1.1.6 NewMsgs Property 7.1.1.7 OldMsgs Property 7.1.1.8 PositionInQueue Property 7.1.1.9 Result Property 7.1.1.10 SavedMsgs Property 7.1.1.11 SavedResult Property 7.1.1.12 Variable Property 7.1.2 VBScript Methods 7.1.2.1 ForwardMsg Method 7.1.2.2 ForwardMsgToMailbox Method 7.1.2.3 FullFilename Method 7.1.2.4 GetCallingParty Method 7.1.2.5 GetDTMF Method 7.1.2.6 GetEstimatedAnswer Method 7.1.2.7 GetExtension Method 7.1.2.8 GetLastAccessed Msg Method 7.1.2.9 GetLocale Method 7.1.2.10 GetMailbox Method 7.1.2.11 GetMailboxMessage Method 7.1.2.12 GetMailboxMessages Method 7.1.2.13 GetMessagePriority Method 7.1.2.14 GetMessagePrivate Method 7.1.2.15 GetMessageStatus Method 7.1.2.16 GetName Method 7.1.2.17 GetNewMsgs Method 7.1.2.18 GetOldMsgs Method 7.1.2.19 GetPositionInQueue Method 7.1.2.20 GetRegister Method 7.1.2.21 GetResult Method 7.1.2.22 GetSavedMsgs Method 7.1.2.23 GetSavedResult Method 7.1.2.24 GetUserExtension Method 7.1.2.25 GetUserMailboxFromExtn Method 7.1.2.26 GetUserVariable Method 7.1.2.27 GetVariable Method 7.1.2.28 MessageCLI Method 7.1.2.29 MessageDisplay Method 7.1.2.30 MessageLength Method 7.1.2.31 MessageTime Method 7.1.2.32 PlayDigits Method 7.1.2.33 PlayLocaleWav Method 7.1.2.34 PlayWav Method Examples of Time Playback 7.1.2.35 RecordMsg Method 7.1.2.36 RecordRegister Method 7.1.2.37 Register Method 7.1.2.38 SetLocale Method 7.1.2.39 SetMailboxMessage Method 7.1.2.40 SetRegister Method 7.1.2.41 SetResult Method 7.1.2.42 SetSavedResult Method 7.1.2.43 SetUserVariable Method 7.1.2.44 SetVariable Method 7.1.2.45 Speak Method 7.1.2.46 Stop Method 7.2 Database Connection 7.2.1 Example Database Scenario 7.2.1.1 Retrieving Data from the Database Page Page Page Page Page 7.2.1.3 Entering Details into the Database Page 7.3 Dial by Name Voicemail Pro Installation and Maintenance Page 375 Voicemail Pro Examples: Dial by Name 7.3.1 Example Call Flow 7.3.2 Adding a Record Name Module Voicemail Pro Installation and Maintenance Page 377 Voicemail Pro Examples: Dial by Name 7.3.3 Using the Name Table 7.3.4 Changing Full Names 7.4 Campaigns 7.4.1 Managing Campaigns Page 7.4.1.1 Customer Prompts 7.4.1.2 Customer Menu 7.4.1.3 Campaign Identification 7.4.2 Accessing Campaign Results 7.4.2.1 Campaign Park Slots 7.4.2.2 Using the Web Campaign Page Page 7.5 Fax Server Configuration Voicemail Pro Installation and Maintenance Page 389 Voicemail Pro Examples: Fax Server Configuration 7.5.1 Fax Server Configuration 7.5.2 Setting the VoiceMail Pro System Fax Number Page 7.5.3 Setting up Fax Forwarding 7.5.4 Setting Up a User Defined Fax Number 7.5.5 Routing Fax Calls Using a Menu Action 7.5.6 Configuring an Analog Extension Number for Fax Use 7.5.7 Castelle Fax Server Page Page Voicemail Pro Installation and Maintenance Page 398 8. Appendix 8.1 What Was New in 5.0 Voicemail Pro 5.0 IP Office Configuration Changes UMS Enhancements Voicemail Pro Client Changes Page Voicemail Pro Installation and Maintenance Page 401 Appendix: What Was New in 5.0 8.2 What Was New in 4.2 8.3 What Was New in 4.1 Voicemail Pro Installation and Maintenance Page 403 Appendix: What Was New in 4.1 8.4 What Was New in 4.0 8.5 Prompts 8.5.1 US English Intuity Prompts Page Page Page Page Page Page Page Page Page Page Page Page Page 8.5.2 English Non-Intuity Prompts Page Page Page Page Page 8.6 Installing VoiceMail Pro as an ACM Gateway Page 8.7 Installing Networked Messaging (VPNM) 8.7.1 Requirements for VPNM 8.7.2 Installing VoiceMail Pro with VPNM Support Voicemail Pro Installation and Maintenance Page 429 Appendix: Installing Networked Messaging (VPNM) Page 8.7.3 Configuring VPNM Preferences Page Page 8.7.4 Testing a VPNM Setup Page Page Index A B C Page D E F G H I L M N O P Q R S Page T U V W X Y