Route Incoming Call, ∙ Internal, ∙ External | Avaya 6 guide

Voicemail Pro Actions: Telephony Actions

4.7.2 Route Incoming Call

The Route Incoming Call action allows a call flow to be branched based on whether the call is internal or external.

Settings

1.Click the Telephony Actions icon and select Route Incoming Call.

2.The General 176 , Entry Prompts 177 , Reporting 182 and Results 183 tabs are standard tabs available to all actions.

3.There is no Specific tab for this action.

Results

This action has the following results which can be connected to further actions:

∙Internal

This result is used for internal calls.

∙External

This result is used for external calls.

Voicemail Pro Installation and Maintenance	Page 219
IP Office Release 6	15-601063 Issue 22e (16 May 2010)

Image 219

Avaya 6 manual Route Incoming Call, ∙ Internal, ∙ External

Contents

IP Office Release Voicemail Pro Installation and Maintenance IP Office Release Contents Administration Mailbox Access ControlsVoicemail Pro Examples Appendix Accessing Campaign ResultsPage Chapter Voicemail Pro Page ∙ Telephone Extension ∙ IP Office Control Unit∙ Voicemail Pro Server ∙ Voicemail Pro Client Voicemail Pro Installation and Maintenance IP Office Release ∙ User Profile Licenses and User Profiles What is New∙ Preferred Edition Voicemail Pro License ∙ Advanced Edition License Centralized Voicemail ∙ Voicemail on/off ∙ Voicemail email mode ∙ DND on/off ∙ Alarm Duration and Retries∙ Alarm Clearing ∙ Alarms Administrator Voicemail Pro Installation and Maintenance IP Office Release TTY Teletype Prompts Supported Languages IP406 IP412 IP500 Number of Simultaneous Users Chapter Installing Voicemail Pro General Installation Requirements ∙ IP406 ∙ IP412 ∙ IP Office ∙ IP Office 500∙ IP Office Applications DVD Tips PC Specification Voicemail Pro and IP Office Customer Call Reporter Basic Voicemail ProVoicemail Pro plus UMS Web Voicemail and/or Campaigns Voicemail Pro plus IVR and or TTS Component Location %ProgramFiles%\Avaya\IP Office\ Ports Ports Voicemail Pro Licenses ∙ VMPro VB Script ∙ UMS Web ServicesLegacy Licenses ∙ VMPro Database Interface ∙ Small Office Edition, IP406 V2 and IP500 Full duplex Network Requirements Disk Space Requirements Web Server OperationContactStore Operation ∙ Voicemail removes spaces at the end of mailbox names User and Group Mailboxes∙ Mailboxes are based on names ∙ Voicemail is case sensitive ∙ UMS Web Voicemail Server/Client Installation IP Office Voicemail Pro Smtp Email Settings window opens To install the Voicemail Pro software componentsPreparing Installation menu is displayed InstallShield Wizard Complete menu is displayed Click the Save and Make Live icon To Initialize the Voicemail Pro Call Flow Select Add and Remove Programs Modifying the Installed Components ∙ Set extension status to Allowed Web Campaigns InstallationWindows 2003 Server ∙ Extension Name campaigns To check/restart the Voicemail Pro Service Voicemail Pro Services Using a Batch File to Start Services Back up the Registry Upgrade from below versionRestore the Registry Upgrading Voicemail Pro Select Import Call Flows Upgrade from Version 3.2+Restore the Database To upgrade from version 3.2 or higher Move the Voicemail Lite Folders Upgrade to Voicemail ProInstall the New Software Select the Mailbox Mode New Unread Old read Saved Priority Private Deleted UMS Web Services∙ Web Voicemail Access ∙ Imap Email Client Support Imap Installation Configuring Hunt Groups for UMS Installing the Voicemail Pro Imap ServerLicensing IP Office for Web Services Configure Users for UMS Configuring a User Email account Example Outlook ExpressSet My incoming mail server is a to Imap Web Voicemail Installation Requirements Web Voicemail Installation ∙ o Javascript Enabled Web Browser ∙ o User Name and PasswordUser and Browser Requirements UMS Web Voicemail and ContactStore Opera Playback Control Internet Explorer Voicemail Pro Installation and Maintenance IP Office Release ∙ Voicemail Pro Exchange 2007 Installation∙ Note ∙ Exchange 2007 Server Exchange Server 2007 Unified Messaging Configuration Installing Voicemail Pro UMS Web Services Voicemail Pro Installation and Maintenance IP Office Release Installing Voicemail Pro UMS Web Services ∙ Centralized Voicemail with a Backup Voicemail Server Centralized Voicemail Pro∙ Centralized Voicemail with Distributed Voicemail Servers Centralized Voicemail Summary of IP Office Settings Fallback Control Operation Setup and Requirements for Voicemail FallbackFallback IP Office Control Normal Operation After Backup Operation Backup Voicemail Server OperationConfiguring Backup Server Operation During Backup Operation Distributed Voicemail Servers Multiple Distributed ServersSharing Distributed Voicemail Servers Voicemail Configuring Distributed Voicemail Server OperationVoicemail IP Address Combined Options ∙ Central IP Office Central Voicemail Server Unavailable ∙ Central Voicemail Unavailable Installation Notes Smtp ConfigurationInstall and Enable IIS Voicemail Pro Configuration IP Office Configuration Configuring Distributed Voicemail Server OperationConfiguring Backup Server Operation Checking Status with the Voicemail Pro Client Check the Server Connections Voicemail Email Smtp Setup Click Save and Make Live To select the server email modeSelecting Smtp Operation Click Preferences and select General Changing the Server Smtp Settings To configure the server Smtp email settingsClick the Smtp Email Settings tab ∙ Mail Server ∙ Message Parameters Setting the Server Email AddressTo configure email settings Click the Email Settings tab ∙ Account Details box Enter SMTPLogging Smtp ErrorsEnabling Smtp Error Reporting Smtp Error Codes Mapi Setup Domain MemberSelect Computer Management Local Users and Groups Groups Configuring Outlook for VoiceMail Email Installing the VoiceMail Pro Software To create a Voicemail User Account Work Group Member Display name box enter Voicemail To configure Outlook Express for Internet Mail Select Tools Options To configure Outlook for Internet Mail Highlight Microsoft Exchange Server and click OK To configure Outlook for Exchange Server Click Save and Make Live Click the Email Settings tab To change Smtp Email Account Settings ∙ Off User and Group Configuration∙ Voicemail Email Default = Off Voicemail Email Operation How Voicemail Email Messages Look Voicemail Pro Email Action Text to Speech TTS Installation TTS LicensingLanguages To install Text to Speech Installing Generic Text to SpeechInstalling Avaya Text to Speech Using the Speak Text Action Text to Speech Sapi Controls Example Sapi XML Tags Partofsp SpellSilence ∙ Attributes ∙ msec= Setting Up Text To Speech to Read Email ∙ Voicemail Email∙ Voicemail Email Reading IP Office Configuration System Settings ∙ Reception / Breakout Dtmf ∙ SIP Settings∙ SIP Display Name Alias Default = User name ∙ Voicemail Channel Reservation ∙ Voicemail Ringback Default = Off User Voicemail Settings∙ Voicemail On Default = On ∙ Voicemail Help Default = Off ∙ Dtmf Breakout Forward to Voicemail Voicemail Pro Installation and Maintenance IP Office Release User Source Numbers To add a source numberView the Source Numbers tab Hunt Group Settings Hunt Group SettingsVoicemail Answer Time ∙ Broadcast ∙ UMS Web Service IP Office 5.0+ To change voicemail channel reservations Voicemail Channel Reservations Channel Restrictions To view the utilization of voicemail channels Voicemail Pro Preferences To change the Voicemail Pro Preferences To set up general system preferencesSystem Preferences General ∙ Enable Fax Sub-Addressing ∙ Default Telephony Interface∙ Voicemail Password ∙ Play Advice on Call Recording From the Administration menu, select Preferences General DirectoriesTo set the location of Voicemail system folders Mapi Housekeeping ∙ Critical Alarm Snmp AlarmTo set up disk space and recording time alarms ∙ Space OK Alarm ∙ Peak Times OutcallingTo set the global outcalling preferences ∙ Prime Times 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 Control Panel Options To change the Voicemail Pro Server PreferencesSelect IP Office Voicemail Pro System Settings Email Settings Smtp Email Settings Checking the Voicemail Pro Service Troubleshooting Using a Batch File to Start Services Voicemail Pro User Log Logging Run DbgView.exe Select File Log Preferences InstallationTracing in Debug Run DbgView.exe Close the Configure Debug Filters window Voicemail ConsoleFiltering Select View Debug Filters Page Chapter Using the Voicemail Pro Client Continue Offline Message Window Logging in to the Voicemail Pro Server Main Voicemail Pro Window ∙ Toolbar∙ Modules Saving Changes and Making them Live Logging OutVoicemail Shutdown or Suspend ∙ Active Sessions ∙ Cancel Shut Down∙ Cancel Suspend ∙ Continue To close the Voicemail Pro Client Closing Down To switch between online and offline mode Changing Between Offline and Online Mode Administrator Accounts Using the Voicemail Pro Client Administrator Accounts ∙ Download Using the Navigation and Details Panes∙ Cancel Confirm Call Flow Download Window ∙ Outcalls ∙ Alarms ∙ View Mailbox Details Voicemail Pro 6.0+ Users / Groups ∙ Numbers ∙ EnabledAccount Account Select the Personal Distribution Lists tab Personal Distributions Lists Voicemail Pro Installation and Maintenance IP Office Release ∙ Disabled ∙ Enabled AlwaysOutcalling ∙ Retry Times ∙ System ∙ Enabled During Time Profile∙ Enabled During Peak Time ∙ Enabled During Prime Time Voicemail Pro Administrators ∙ Frequency AlarmsServer Queues ∙ Time hhmm ∙ Display Text ∙ File Outcalls User Variables Example of Using User Variables Distributed Voicemails ∙ Conditions Editor ∙ Campaigns Toolbar Icons∙ Save as ∙ Save and Make Live ∙ Cut ∙ Copy ∙ Paste Importing and Exporting To export a fileTo import a file Backup and Restore Settings Backup Configuration Doing a Manual Backup Restoring a Previous Backup To include other files Including Other Files ∙ Groups Start Points∙ Specific Start Points ∙ Users ∙ Short Code *88 ∙ Telephone Number *88 ∙ Default Start Points∙ Voicemail Pro Administrators ∙ User Variables ∙ Alarms ∙ Outcalls ∙ Modules ∙ Queued Default Start Points∙ Collect ∙ Leave Using Start Points To view a start point or module as text Viewing Call Flows as Text To add a user defined variable User Variables Example of Using User Variables Call Variables $TimeQueued Available Variables$REGname Action, Savevalue, for example Save$KEY or Save1234 Running a Module Creating Modules Logic Settings Conditions EditorCondition Elements Using the Condition Editor To start the Condition EditorTo add a new condition ∙ Compare See Compare ∙ Condition See Condition To change the logic setting of a conditionTo add elements to a condition ∙ Calendar See Calendar Click Calendar Calendar∙ Multiple Day Logic To add a calendar element Week Planner To add a Week Planner elementClick Week Planner Example ConditionTo add a condition element Click Condition Compare About Using the Voicemail Pro Client About Voicemail Pro Installation and Maintenance IP Office Release Chapter Voicemail Pro Actions To edit an action ∙ Reporting∙ Results To add an action Connections To add a connectionTo delete a connection Available Actions ∙ Variable Routing Action ∙ Edit Play List Action∙ Record Name Action ∙ Personal Options Menu Action ∙ Clock Action ∙ Alarm Set Action∙ eMail Action ∙ Open Door Action Queue Actions ∙ Queue ETA Action∙ Queue Position Action ∙ Description Standard Action TabsGeneral ∙ Token Name Entry Prompts Speaking Variables to Callers Using the Wave Editor Voicemail Pro Installation and Maintenance IP Office Release To select a prompt Specific Current caller Send reporting ReportingMail Increments by calls that reach the action Results Basic Actions Generic∙ Generic Action Arithmetic Evaluation Free Format Equivalent∙ Enter Expression to evalute Change Callers Priority Change User or Group Configuration ∙ Operation∙ From User\Group Mailbox Parameter Name ∙ Parameter Dial Follow Me NumberVoicemail Code Off Hook Station Clear Counter ∙ Select Generic command Clear Counter ∙ Select Counter Counter Decrement ∙ Select Generic command Counter Decrement ∙ Select Counter Counter Increment ∙ Select Generic command Counter Increment ∙ Select Counter Generic Free Format Command ∙ Save a Value Savevalue∙ Forward a Message FWDext1#ext2## ∙ Select Generic command Set Counter ∙ Select Counter Set Counter∙ Value ∙ With Value Set CPxx Value String Manipulation Set Interdigit Delay Settings Speak TextResults ∙ $CLI 176 , Entry Prompts 177 , Reporting 182 and Results Menu ∙ Invalid Input Handling ∙ Timeout∙ F = For Fax Calls ∙ Delete Goto Basic Actions icon and select GoTo∙ Please select a node to go to Click the Basic Actions icon and select Module Return DisconnectHome Module Return Mailbox Actions Get Mail ∙ Intuity mode ∙ IP Office mode ∙ VRL Leave Mail Listen Click the Mailbox Actions icon and select Voice Question Voice Question ∙ Pick up campaign information e.g. agent Campaign∙ Please select a campaign ∙ Leave campaign information e.g. customers Configuration Actions Edit Play List∙ File Path Record Name Click the Configuration Actions icon and select Record Name Personal Options Menu ∙ Play Configuration Menu Legacy ∙ Personal Options Menu ∙ 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 ∙ Internal∙ External ∙ Busy ∙ DefaultRoute by Call Status ∙ No Answer Transfer Additional Examples MS-CRM Call Data Tagging Whisper ∙ Play recording to∙ Source of transfer ∙ Reject ∙ No answer timeout Call List ∙ Transfer to group∙ Prompt user with a list of group members Dial by Name Click the Telephony Actions icon and select Dial by Name ∙ True∙ False ∙ Gather conference and pin information before validation Conferencing Center ∙ Set Call Priority Voicemail Pro 5.0+ Assisted Transfer MS-CRM Call Data Tagging Click the Telephony Actions icon and select Alphanumeric Alphanumeric ∙ No Dtmf Data ∙ Dtmf Data Miscellaneous Actions ∙ Attach file to e-mail ∙ ContentMiscellaneous Actions icon and select eMail ∙ Send e-mail to Miscellaneous Actions icon and select Open Door Open Door Alarm Set ∙ Time hhmm ∙ Play Time Until Dtmf Input Software level = 5.0+ ClockResult Miscellaneous Actions icon and select Clock Post Dial ∙ Expand VB ScriptMiscellaneous Actions icon and select VB Script ∙ Enter VBScript This action has two results, Success or Failure Remote Call Flow ∙ Return the results of the following condition Condition ActionsTest Condition Click the Conditions Actions icon and select Test Condition ∙ Assign the following user variable Set User VariableGeneral 176 , Entry Prompts 177 , Reporting actions Set User Variable ∙ Matches the value below Test User Variable Test Variable Specific tab plus a No Match and Timeout result ∙ No Match ∙ Value to test counter against Decrement and Test Counter Increment and Test Counter Database Open Database Actions Click the Database Actions icon and select Database Execute Database Execute Database Get Data Click the Database Actions icon and select Database Close Database Close Queue Actions Queue ETA Click the Queue Actions icon and select Queue Position Queue Position Issue 22e 16 May Page Chapter Administration ∙ VM versus Short Codes? Routing Calls to Voicemail Routing Calls to Voicemail Forward Unconditional to VoicemailTransferring Calls to Voicemail Example 1 Access to the Mailbox Main Using Short Codes to Access Voicemail ∙ 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 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 ∙ 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 Hunt Group Voicemail ∙ Messaging∙ Message Waiting Indication ∙ 4400 Series Phones Configuring Message Waiting IndicationTo configure message waiting indication ∙ Phone Manager Configuring Group Broadcast To configure Group BroadcastCheck Broadcast Using a Short Code to Collect Voicemail Out of Hours Operation Configuring Announcements Enabling AnnouncementsView the Announcements tab ∙ Voicemail Pro IP Office Mode ∙ Voicemail Pro Intuity Emulation ModeRecording the Announcements Customizing Announcements To customize announcement 1 for a specific groupTo 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 Voicemail Pro Installation and Maintenance IP Office Release Setting Manual Recording Options To configure a users 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 ∙ Calls are received AnnouncementsMandatory Announcement Example ∙ Calls are going to be recorded 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 Changing Language Supported Languages 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 Issue 22e 16 May Create a short code to test the call flow ∙ Voicemail Outcalling Remote Voicemail Notification To set up the callback Callback· Important · Callback Number Using a Play Configuration Menu ActionDefault Callback Start Point To set the users callback number Outcalling Setting the Outcalling System Preferences Editing Mailbox Outcalling Settings ∙ Enabled During Time Profile Automatic Message Deletion Using Voicemail to Give Error Messages Mailbox Management Issue 22e 16 May Disabling a Mailbox Clearing a Mailbox Outcalling Settings ∙ Enabled During Time Profile Personal Distribution Lists Administration Mailbox Management Voicemail Pro Installation and Maintenance IP Office Release Chapter Mailbox Access Controls ∙ Standard IP Office Mailbox Mode ∙ Intuity Mailbox Mode∙ Tip General Controls ∙ *17 Collect Messages∙ *18 Voicemail on / *19 Voicemail off Intuity Mode IP Office Mode Phone Manager ∙ Messages Tab∙ Voicemail Tab ∙ Configuration Preferences Mailbox Access Controls Phone Manager Using the Visual Voice Button for Voicemail Transfer Visual VoiceVisual Voice Controls Issue 22e 16 May UMS Web Voicemail Controls Message Types Playing Messages Changing Settings UMS Imap UMS Exchange Chapter Voicemail Pro Examples Voicemail Pro Examples Using VB Script Voicemail Pro Examples Using VB Script VBScript Properties CallingParty Property EstimatedAnswer Property∙ String Locale Property LastAccessedMsg Property Name Property NewMsgs PropertyOldMsgs Property Result Property PositionInQueue Property SavedMsgs Property SavedResult PropertyVariable Property VBScript Methods ForwardMsg MethodForwardMsgToMailbox Method GetEstimatedAnswer Method FullFilename MethodGetCallingParty Method GetDTMF Method GetMailbox Method GetLastAccessed Msg MethodGetExtension Method GetLocale Method GetMessagePrivate Method GetMailboxMessage MethodGetMailboxMessages Method GetMessagePriority Method GetOldMsgs Method GetMessageStatus MethodGetName Method GetNewMsgs Method GetSavedResult Method GetRegister MethodGetResult Method GetSavedMsgs Method MessageCLI Method GetUserMailboxFromExtn MethodGetUserVariable Method GetVariable Method MessageLength Method MessageTime MethodPlayDigits Method Wav String PlayLocaleWav Method Wavs directory PlayWav Method Voice.PlayWav UK English US English Examples of Time Playback Return RecordMsg MethodRecordRegister Method ∙ maxtime Long SetRegister Method Register MethodSetLocale Method SetMailboxMessage Method SetVariable Method SetResult MethodSetSavedResult Method SetUserVariable Method Stop Method Speak Method ∙ Database Get Data Database Connection∙ Database Open ∙ Database Execute Retrieving Data from the Database Example Database Scenario Database Open Action Voicemail Pro Examples Database Connection 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 Telephony Actions the Dial by name action was added From Mailbox Actions a Leave Mail 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 ∙ Delete an Existing Campaign Managing Campaigns Voicemail Pro Installation and Maintenance IP Office Release Customer Prompts Customer Menu Accessing Campaign Results ∙ Where should this Campaign be parkedCampaign Identification To use the UnPark Call function Campaign Park SlotsTo assign a campaign to a programmable button Select Emulation Call Park To view open the Campaign Web Campaign Using the Web Campaign Voicemail Pro Installation and Maintenance IP Office Release Voicemail Pro Examples Campaigns 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 Voicemail Pro Examples Fax Server Configuration Setting up Fax Forwarding Setting Up a User Defined Fax NumberTo 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 ServicesPage Chapter Appendix Voicemail Pro What Was New ∙ Transfer 221 / Assisted Transfer Voicemail Pro Client Changes ∙ Clear Mailbox ∙ Disable Mailbox ∙ License and Service Status Display ∙ Outcalling Configuration ∙ Variable Routing replaces the CLI Routing Action ∙ Call Transfer Announcements ∙ Upgrade US English Intuity Prompts Prompts Appendix Prompts Hang up or to disconnect IP Office press **X Sign. To lookup by name instead press *2 First name Its place Calls identified as out of hours Appendix Prompts Order in which they have been received You are specifying the telephone number of a fax machine Voicemail Pro Installation and Maintenance IP Office Release Appendix Prompts Voicemail Pro Installation and Maintenance IP Office Release Appendix Prompts WAV File Non-Intuity Prompt English Non-Intuity Prompts EOC1 EOC2 To the previous menu press MNU10 RECNAM02 Svm26 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 Installing VoiceMail Pro with Vpnm Support ∙ Important Computer now 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 Issue 22e 16 May Page Index Isbn Date Twenty First September TTS Iclid LOC Index MSCRM-ACT POS Sapi XML Regdword Mapi Vpnm VMS API Node 150, 153, 262 YEAR/MONTH/DAY Hour Page Voicemail Pro Installation and Maintenance IP Office Release Voicemail Pro Installation and Maintenance IP Office Release