Administration Hunt Group Voicemail | Avaya 6 instruction

Administration: Hunt Group Voicemail

The importance of these variables is that, instead of or in addition to customizing the queue call flow for all queued callers, you can customize the actions for callers whose ETA or position match selected criteria.

The screen below shows an example of a queued call flow that uses a condition to test the value of $POS for the queued caller.

∙When the caller is in queue positions 1 to 4, they are passed to a Queue Position action and hear their queue position before returning to the queue.

∙When the caller is in queue position 5, they are asked to leave a message.

∙Instead of using a Leave Mail action, the caller could be taken through a Voice Question or Campaign action to collect required information and the caller's responses could be saved as a message.

Voicemail Pro Installation and Maintenance	Page 281
IP Office Release 6	15-601063 Issue 22e (16 May 2010)

Image 281

Avaya 6 manual Administration Hunt Group Voicemail

Contents

IP Office Release Voicemail Pro Installation and Maintenance IP Office Release Contents Voicemail Pro Examples AdministrationMailbox Access Controls Appendix Accessing Campaign ResultsPage Chapter Voicemail Pro Page ∙ Voicemail Pro Server ∙ IP Office Control Unit∙ Voicemail Pro Client ∙ Telephone Extension Voicemail Pro Installation and Maintenance IP Office Release ∙ Preferred Edition Voicemail Pro License What is New∙ Advanced Edition License ∙ User Profile Licenses and User Profiles Centralized Voicemail ∙ Alarm Clearing ∙ Alarm Duration and Retries∙ Alarms Administrator ∙ Voicemail on/off ∙ Voicemail email mode ∙ DND on/off Voicemail Pro Installation and Maintenance IP Office Release TTY Teletype Prompts Supported Languages IP406 IP412 IP500 Number of Simultaneous Users Chapter Installing Voicemail Pro ∙ IP Office Applications DVD Tips General Installation Requirements∙ IP406 ∙ IP412 ∙ IP Office ∙ IP Office 500 PC Specification Voicemail Pro plus UMS Web Voicemail and/or Campaigns Basic Voicemail ProVoicemail Pro plus IVR and or TTS Voicemail Pro and IP Office Customer Call Reporter Component Location %ProgramFiles%\Avaya\IP Office\ Ports Ports Voicemail Pro Licenses Legacy Licenses ∙ UMS Web Services∙ VMPro Database Interface ∙ VMPro VB Script ∙ Small Office Edition, IP406 V2 and IP500 Full duplex Network Requirements ContactStore Operation Disk Space RequirementsWeb Server Operation ∙ Mailboxes are based on names User and Group Mailboxes∙ Voicemail is case sensitive ∙ Voicemail removes spaces at the end of mailbox names ∙ UMS Web Voicemail Server/Client Installation Preparing Installation menu is displayed To install the Voicemail Pro software componentsInstallShield Wizard Complete menu is displayed IP Office Voicemail Pro Smtp Email Settings window opens Click the Save and Make Live icon To Initialize the Voicemail Pro Call Flow Select Add and Remove Programs Modifying the Installed Components Windows 2003 Server Web Campaigns Installation∙ Extension Name campaigns ∙ Set extension status to Allowed To check/restart the Voicemail Pro Service Voicemail Pro Services Using a Batch File to Start Services Restore the Registry Upgrade from below versionUpgrading Voicemail Pro Back up the Registry Restore the Database Upgrade from Version 3.2+To upgrade from version 3.2 or higher Select Import Call Flows Install the New Software Upgrade to Voicemail ProSelect the Mailbox Mode Move the Voicemail Lite Folders ∙ Web Voicemail Access UMS Web Services∙ Imap Email Client Support New Unread Old read Saved Priority Private Deleted Imap Installation Licensing IP Office for Web Services Installing the Voicemail Pro Imap ServerConfigure Users for UMS Configuring Hunt Groups for UMS Set My incoming mail server is a to Imap Configuring a User Email accountExample Outlook Express Web Voicemail Installation Requirements Web Voicemail Installation User and Browser Requirements ∙ o Javascript Enabled Web Browser∙ o User Name and Password UMS Web Voicemail and ContactStore Opera Playback Control Internet Explorer Voicemail Pro Installation and Maintenance IP Office Release ∙ Note Exchange 2007 Installation∙ Exchange 2007 Server ∙ Voicemail Pro 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 Distributed Voicemail Servers ∙ Centralized Voicemail with a Backup Voicemail ServerCentralized Voicemail Pro Centralized Voicemail Summary of IP Office Settings Fallback IP Office Control Setup and Requirements for Voicemail FallbackNormal Operation Fallback Control Operation Configuring Backup Server Operation Backup Voicemail Server OperationDuring Backup Operation After Backup Operation Sharing Distributed Voicemail Servers Distributed Voicemail ServersMultiple Distributed Servers Voicemail IP Configuring Distributed Voicemail Server OperationAddress Voicemail Combined Options ∙ Central IP Office Central Voicemail Server Unavailable ∙ Central Voicemail Unavailable Install and Enable IIS Installation NotesSmtp Configuration Voicemail Pro Configuration Configuring Backup Server Operation IP Office ConfigurationConfiguring Distributed Voicemail Server Operation Checking Status with the Voicemail Pro Client Check the Server Connections Voicemail Email Smtp Setup Selecting Smtp Operation To select the server email modeClick Preferences and select General Click Save and Make Live Click the Smtp Email Settings tab ∙ Mail Server Changing the Server Smtp SettingsTo configure the server Smtp email settings To configure email settings Setting the Server Email AddressClick the Email Settings tab ∙ Account Details box ∙ Message Parameters Enabling Smtp Error Reporting Smtp ErrorsSmtp Error Codes Enter SMTPLogging Select Computer Management Local Users and Groups Groups Mapi SetupDomain Member 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 ∙ Voicemail Email Default = Off User and Group ConfigurationVoicemail Email Operation ∙ Off How Voicemail Email Messages Look Voicemail Pro Email Action Languages Text to Speech TTS InstallationTTS Licensing Installing Avaya Text to Speech Installing Generic Text to SpeechUsing the Speak Text Action To install Text to Speech Text to Speech Sapi Controls Example Sapi XML Tags Silence Spell∙ Attributes ∙ msec= Partofsp ∙ Voicemail Email Reading Setting Up Text To Speech to Read Email∙ Voicemail Email IP Office Configuration System Settings ∙ SIP Display Name Alias Default = User name ∙ SIP Settings∙ Voicemail Channel Reservation ∙ Reception / Breakout Dtmf ∙ Voicemail On Default = On User Voicemail Settings∙ Voicemail Help Default = Off ∙ Voicemail Ringback Default = Off ∙ Dtmf Breakout Forward to Voicemail Voicemail Pro Installation and Maintenance IP Office Release View the Source Numbers tab User Source NumbersTo add a source number Voicemail Answer Time Hunt Group SettingsHunt Group Settings ∙ 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 System Preferences To set up general system preferencesGeneral To change the Voicemail Pro Preferences ∙ Voicemail Password ∙ Default Telephony Interface∙ Play Advice on Call Recording ∙ Enable Fax Sub-Addressing To set the location of Voicemail system folders From the Administration menu, select Preferences GeneralDirectories Mapi Housekeeping To set up disk space and recording time alarms Snmp Alarm∙ Space OK Alarm ∙ Critical Alarm To set the global outcalling preferences Outcalling∙ Prime Times ∙ Peak Times To open the VPN window Start the Voicemail Pro Client VpnmTo add a Vpnm server To delete a Vpnm server To add a user to Vpnm server To change details of a Vpnm user To add a group of users Select IP Office Voicemail Pro Control Panel OptionsTo change the Voicemail Pro Server Preferences System Settings Email Settings Smtp Email Settings Checking the Voicemail Pro Service Troubleshooting Using a Batch File to Start Services Voicemail Pro User Log Tracing in Debug InstallationRun DbgView.exe Logging Run DbgView.exe Select File Log Preferences Filtering Select View Debug Filters Close the Configure Debug Filters windowVoicemail Console Page Chapter Using the Voicemail Pro Client Continue Offline Message Window Logging in to the Voicemail Pro Server ∙ Modules Main Voicemail Pro Window∙ Toolbar Voicemail Shutdown or Suspend Saving Changes and Making them LiveLogging Out ∙ Cancel Suspend ∙ Cancel Shut Down∙ Continue ∙ Active Sessions 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 ∙ Cancel Using the Navigation and Details PanesConfirm Call Flow Download Window ∙ Download ∙ Outcalls ∙ Alarms ∙ View Mailbox Details Voicemail Pro 6.0+ Users / Groups Account ∙ EnabledAccount ∙ Numbers Select the Personal Distribution Lists tab Personal Distributions Lists Voicemail Pro Installation and Maintenance IP Office Release Outcalling ∙ Disabled∙ Enabled Always ∙ Enabled During Peak Time ∙ Enabled During Time Profile∙ Enabled During Prime Time ∙ Retry Times ∙ System Voicemail Pro Administrators Server Queues Alarms∙ Time hhmm ∙ Frequency ∙ Display Text ∙ File Outcalls User Variables Example of Using User Variables Distributed Voicemails ∙ Save as ∙ Save and Make Live Toolbar Icons∙ Cut ∙ Copy ∙ Paste ∙ Conditions Editor ∙ Campaigns To import a file Importing and ExportingTo export a file Backup and Restore Settings Backup Configuration Doing a Manual Backup Restoring a Previous Backup To include other files Including Other Files ∙ Specific Start Points Start Points∙ Users ∙ Groups ∙ Voicemail Pro Administrators ∙ Default Start Points∙ User Variables ∙ Alarms ∙ Outcalls ∙ Modules ∙ Short Code *88 ∙ Telephone Number *88 ∙ Collect Default Start Points∙ Leave ∙ Queued 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 $REGname Available VariablesAction, Savevalue, for example Save$KEY or Save1234 $TimeQueued Running a Module Creating Modules Condition Elements Logic SettingsConditions Editor To add a new condition Using the Condition EditorTo start the Condition Editor To add elements to a condition To change the logic setting of a condition∙ Calendar See Calendar ∙ Compare See Compare ∙ Condition See Condition ∙ Multiple Day Logic CalendarTo add a calendar element Click Calendar Click Week Planner Week PlannerTo add a Week Planner element To add a condition element ConditionClick Condition Example Compare About Using the Voicemail Pro Client About Voicemail Pro Installation and Maintenance IP Office Release Chapter Voicemail Pro Actions ∙ Results ∙ ReportingTo add an action To edit an action To delete a connection ConnectionsTo add a connection Available Actions ∙ Record Name Action ∙ Edit Play List Action∙ Personal Options Menu Action ∙ Variable Routing Action ∙ eMail Action ∙ Alarm Set Action∙ Open Door Action ∙ Clock Action ∙ Queue Position Action Queue Actions∙ Queue ETA Action General Standard Action Tabs∙ Token Name ∙ Description Entry Prompts Speaking Variables to Callers Using the Wave Editor Voicemail Pro Installation and Maintenance IP Office Release To select a prompt Specific Mail ReportingIncrements by calls that reach the action Current caller Send reporting Results ∙ Generic Action Basic ActionsGeneric ∙ Enter Expression to evalute Arithmetic EvaluationFree Format Equivalent Change Callers Priority ∙ From User\Group Mailbox Change User or Group Configuration∙ Operation Parameter Name ∙ Parameter Voicemail Code Follow Me NumberOff Hook Station Dial 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 ∙ Forward a Message FWDext1#ext2## Generic Free Format Command∙ Save a Value Savevalue ∙ Value ∙ Select Generic command Set Counter ∙ Select CounterSet Counter ∙ With Value Set CPxx Value String Manipulation Set Interdigit Delay Results SettingsSpeak Text ∙ $CLI 176 , Entry Prompts 177 , Reporting 182 and Results Menu ∙ F = For Fax Calls ∙ Timeout∙ Delete ∙ Invalid Input Handling ∙ Please select a node to go to GotoBasic Actions icon and select GoTo Home DisconnectModule Return Click the Basic Actions icon and select 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 ∙ Please select a campaign Campaign∙ Leave campaign information e.g. customers ∙ Pick up campaign information e.g. agent ∙ File Path Configuration ActionsEdit Play List Record Name Click the Configuration Actions icon and select Record Name Personal Options Menu ∙ Play Configuration Menu Legacy ∙ Personal Options Menu ∙ Possible system prompts ∙ Installed on the ServerSelect System Prompt Language Telephony Actions ∙ Does the Variable match any of the following numbers Variable Routing∙ Select a Variable Results ∙ External Route Incoming Call∙ Internal Route by Call Status ∙ Default∙ No Answer ∙ Busy Transfer Additional Examples MS-CRM Call Data Tagging ∙ Source of transfer Whisper∙ Play recording to ∙ Reject ∙ No answer timeout ∙ Prompt user with a list of group members Call List∙ Transfer to group Dial by Name ∙ False Click the Telephony Actions icon and select Dial by Name∙ True ∙ 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 Miscellaneous Actions icon and select eMail ∙ Content∙ Send e-mail to ∙ Attach file to e-mail Miscellaneous Actions icon and select Open Door Open Door Alarm Set ∙ Time hhmm Result ClockMiscellaneous Actions icon and select Clock ∙ Play Time Until Dtmf Input Software level = 5.0+ Post Dial Miscellaneous Actions icon and select VB Script VB Script∙ Enter VBScript ∙ Expand This action has two results, Success or Failure Remote Call Flow Test Condition Condition ActionsClick the Conditions Actions icon and select Test Condition ∙ Return the results of the following condition General 176 , Entry Prompts 177 , Reporting actions Set User VariableSet User Variable ∙ Assign the following 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 Transferring Calls to Voicemail Routing Calls to VoicemailForward Unconditional to Voicemail Example 1 Access to the Mailbox Main Using Short Codes to Access Voicemail ∙ Example 1 SoftConsole access to the mailbox Main Using VM to Access Voicemail∙ Example 2 Accessing a Module from Phone Manager ∙ Example 3 Incoming Call Routing Voicemail Telephone Numbers Voicemail Pro Module Example Call Flow Creating a Matching Short Code Using the Module ∙ Using the Messages button on their telephone User Voicemail Access∙ Using a Voicemail Collect button ∙ Using Visual Voice Giving Users Button Access To give a specific user access from any extension Giving Users Access from Any ExtensionTo give all users access from any extension ∙ An individual user To give users access from an external location Giving Users Access from an External LocationTo configure a trusted location Creating a Trusted Location ∙ Message Waiting Indication Hunt Group Voicemail∙ Messaging To configure message waiting indication Configuring Message Waiting Indication∙ Phone Manager ∙ 4400 Series Phones Check Broadcast Configuring Group BroadcastTo configure Group Broadcast Using a Short Code to Collect Voicemail Out of Hours Operation View the Announcements tab Configuring AnnouncementsEnabling Announcements Recording the Announcements ∙ Voicemail Pro IP Office Mode∙ Voicemail Pro Intuity Emulation Mode To customize announcement 2 for a specific group Customizing AnnouncementsTo customize announcement 1 for a specific group ∙ Queuing On Default = On To configure queuing for a hunt group∙ Normalize Queue Length Default = Blank Hunt Group Queuing Customizing a Hunt Group Call Flow Administration Hunt Group Voicemail Recording Calls To switch the recording warning on or off Advice of Call Recording MessageCall Recording Warning Click Save & Make Live To hide the auto record indication Changing the Recording Time Click or select Administration Preferences GeneralVoice Recording Library VRL To change the recording length Manual Call Recording Voicemail Pro Installation and Maintenance IP Office Release Select the Voice Recording tab Setting Manual Recording OptionsTo configure a users recording options Customizing Manual Recording Incoming Call Route Automatic Call RecordingHunt Group User 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 Mandatory Announcement Example Announcements∙ Calls are going to be recorded ∙ Calls are received Personal Announcements Support for Callers with Impaired Hearing Advice for Mailbox Owners Using a TTY Device Installing Voicemail Pro TTY PromptsChanging User Locale To change the 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 · Enter the command CFGSet 203 twinningtype Internal · Enter the command CFGSet 203 twinningtype Mobile· Enter the command CFGSet 203 mobiletwinningnumber$KEY To create the example call flow Issue 22e 16 May Create a short code to test the call flow ∙ Voicemail Outcalling Remote Voicemail Notification · Important To set up the callbackCallback Default Callback Start Point Using a Play Configuration Menu ActionTo set the users callback number · 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 ∙ Tip ∙ Standard IP Office Mailbox Mode∙ Intuity Mailbox Mode ∙ *18 Voicemail on / *19 Voicemail off General Controls∙ *17 Collect Messages Intuity Mode IP Office Mode ∙ Voicemail Tab Phone Manager∙ Messages Tab ∙ Configuration Preferences Mailbox Access Controls Phone Manager Visual Voice Controls Using the Visual Voice Button for Voicemail TransferVisual Voice 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 ∙ String CallingParty PropertyEstimatedAnswer Property Locale Property LastAccessedMsg Property OldMsgs Property Name PropertyNewMsgs Property Result Property PositionInQueue Property Variable Property SavedMsgs PropertySavedResult Property ForwardMsgToMailbox Method VBScript MethodsForwardMsg Method GetCallingParty Method FullFilename MethodGetDTMF Method GetEstimatedAnswer Method GetExtension Method GetLastAccessed Msg MethodGetLocale Method GetMailbox Method GetMailboxMessages Method GetMailboxMessage MethodGetMessagePriority Method GetMessagePrivate Method GetName Method GetMessageStatus MethodGetNewMsgs Method GetOldMsgs Method GetResult Method GetRegister MethodGetSavedMsgs Method GetSavedResult Method GetUserVariable Method GetUserMailboxFromExtn MethodGetVariable Method MessageCLI Method PlayDigits Method MessageLength MethodMessageTime Method Wav String PlayLocaleWav Method Wavs directory PlayWav Method Voice.PlayWav UK English US English Examples of Time Playback RecordRegister Method RecordMsg Method∙ maxtime Long Return SetLocale Method Register MethodSetMailboxMessage Method SetRegister Method SetSavedResult Method SetResult MethodSetUserVariable Method SetVariable Method Stop Method Speak Method ∙ Database Open Database Connection∙ Database Execute ∙ Database Get Data 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 To add a short code From Telephony Actions the Dial by name action was addedFrom Mailbox Actions a Leave Mail action was added To add a Shortcode Adding a Record Name Module To changing your name using a telephone with a menu Key Using the Name TableChanging Full Names To use the Name table Campaigns ∙ Delete an Existing Campaign Managing Campaigns Voicemail Pro Installation and Maintenance IP Office Release Customer Prompts Customer Menu Campaign Identification Accessing Campaign Results∙ Where should this Campaign be parked To assign a campaign to a programmable button Campaign Park SlotsSelect Emulation Call Park To use the UnPark Call function 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 To set the Voicemail Pro system fax number Setting the VoiceMail Pro System Fax NumberSystem Fax Number is used to Voicemail Pro Examples Fax Server Configuration To set up a user defined fax number Setting up Fax ForwardingSetting 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