An Example of Customizing a Complex Mailbox Call Flow | Avaya 6

An Example of Customizing a Complex Mailbox Call Flow

If required, more complex call flows can be configured. For example, the call flow below allows callers to press * to receive spoken language prompts or to wait a few seconds for the timeout and then receive TTY prompts.

In this case, messages are left in the same mailbox, but callers can select to have spoken prompts or default to TTY prompts.

For hearing impaired users who cannot handle spoken messages, the call flow for callers who select spoken prompts could have place those messages into an alternate mailbox of a hearing user. These could then be collected and transcribed for the user.

Voicemail Pro Installation and Maintenance	Page 300
IP Office Release 6	15-601063 Issue 22e (16 May 2010)

Image 300

Avaya 6 manual An Example of Customizing a Complex Mailbox Call Flow

Contents

IP Office Release Voicemail Pro Installation and Maintenance IP Office Release Contents Administration Mailbox Access ControlsVoicemail Pro Examples Accessing Campaign Results AppendixPage Chapter Voicemail Pro Page ∙ IP Office Control Unit ∙ Voicemail Pro Server∙ Voicemail Pro Client ∙ Telephone Extension Voicemail Pro Installation and Maintenance IP Office Release What is New ∙ Preferred Edition Voicemail Pro License∙ Advanced Edition License ∙ User Profile Licenses and User Profiles Centralized Voicemail ∙ Alarm Duration and Retries ∙ Alarm Clearing∙ Alarms Administrator ∙ Voicemail on/off ∙ Voicemail email mode ∙ DND on/off Voicemail Pro Installation and Maintenance IP Office Release Supported Languages TTY Teletype Prompts Number of Simultaneous Users IP406 IP412 IP500 Chapter Installing Voicemail Pro General Installation Requirements ∙ IP406 ∙ IP412 ∙ IP Office ∙ IP Office 500∙ IP Office Applications DVD Tips PC Specification Basic Voicemail Pro Voicemail Pro plus UMS Web Voicemail and/or CampaignsVoicemail Pro plus IVR and or TTS Voicemail Pro and IP Office Customer Call Reporter Ports Component Location %ProgramFiles%\Avaya\IP Office\ Ports Voicemail Pro Licenses ∙ UMS Web Services Legacy Licenses∙ VMPro Database Interface ∙ VMPro VB Script Network Requirements ∙ Small Office Edition, IP406 V2 and IP500 Full duplex Disk Space Requirements Web Server OperationContactStore Operation User and Group Mailboxes ∙ Mailboxes are based on names∙ Voicemail is case sensitive ∙ Voicemail removes spaces at the end of mailbox names Server/Client Installation ∙ UMS Web Voicemail To install the Voicemail Pro software components Preparing Installation menu is displayedInstallShield Wizard Complete menu is displayed IP Office Voicemail Pro Smtp Email Settings window opens To Initialize the Voicemail Pro Call Flow Click the Save and Make Live icon Modifying the Installed Components Select Add and Remove Programs Web Campaigns Installation Windows 2003 Server∙ Extension Name campaigns ∙ Set extension status to Allowed Voicemail Pro Services To check/restart the Voicemail Pro Service Using a Batch File to Start Services Upgrade from below version Restore the RegistryUpgrading Voicemail Pro Back up the Registry Upgrade from Version 3.2+ Restore the DatabaseTo upgrade from version 3.2 or higher Select Import Call Flows Upgrade to Voicemail Pro Install the New SoftwareSelect the Mailbox Mode Move the Voicemail Lite Folders UMS Web Services ∙ Web Voicemail Access∙ Imap Email Client Support New Unread Old read Saved Priority Private Deleted Imap Installation Installing the Voicemail Pro Imap Server Licensing IP Office for Web ServicesConfigure Users for UMS Configuring Hunt Groups for UMS Configuring a User Email account Example Outlook ExpressSet My incoming mail server is a to Imap Web Voicemail Installation Web Voicemail Installation Requirements ∙ o Javascript Enabled Web Browser ∙ o User Name and PasswordUser and Browser Requirements UMS Web Voicemail and ContactStore Playback Control Opera Internet Explorer Voicemail Pro Installation and Maintenance IP Office Release Exchange 2007 Installation ∙ Note∙ 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 a Backup Voicemail Server Centralized Voicemail Pro∙ Centralized Voicemail with Distributed Voicemail Servers Summary of IP Office Settings Centralized Voicemail Setup and Requirements for Voicemail Fallback Fallback IP Office ControlNormal Operation Fallback Control Operation Backup Voicemail Server Operation Configuring Backup Server OperationDuring Backup Operation After Backup Operation Distributed Voicemail Servers Multiple Distributed ServersSharing Distributed Voicemail Servers Configuring Distributed Voicemail Server Operation Voicemail IPAddress Voicemail Combined Options ∙ Central Voicemail Unavailable ∙ Central IP Office Central Voicemail Server Unavailable Installation Notes Smtp ConfigurationInstall and Enable IIS Voicemail Pro Configuration IP Office Configuration Configuring Distributed Voicemail Server OperationConfiguring Backup Server Operation Check the Server Connections Checking Status with the Voicemail Pro Client Smtp Setup Voicemail Email To select the server email mode Selecting Smtp OperationClick Preferences and select General Click Save and Make Live Changing the Server Smtp Settings To configure the server Smtp email settingsClick the Smtp Email Settings tab ∙ Mail Server Setting the Server Email Address To configure email settingsClick the Email Settings tab ∙ Account Details box ∙ Message Parameters Smtp Errors Enabling Smtp Error ReportingSmtp Error Codes Enter SMTPLogging Mapi Setup Domain MemberSelect Computer Management Local Users and Groups Groups Configuring Outlook for VoiceMail Email Installing the VoiceMail Pro Software Work Group Member To create a Voicemail User Account To configure Outlook Express for Internet Mail Display name box enter Voicemail To configure Outlook for Internet Mail Select Tools Options To configure Outlook for Exchange Server Highlight Microsoft Exchange Server and click OK Click Save and Make Live To change Smtp Email Account Settings Click the Email Settings tab User and Group Configuration ∙ Voicemail Email Default = OffVoicemail Email Operation ∙ Off How Voicemail Email Messages Look Voicemail Pro Email Action Text to Speech TTS Installation TTS LicensingLanguages Installing Generic Text to Speech Installing Avaya Text to SpeechUsing the Speak Text Action To install Text to Speech Text to Speech Sapi Controls Example Sapi XML Tags Spell Silence∙ Attributes ∙ msec= Partofsp Setting Up Text To Speech to Read Email ∙ Voicemail Email∙ Voicemail Email Reading IP Office Configuration System Settings ∙ SIP Settings ∙ SIP Display Name Alias Default = User name∙ Voicemail Channel Reservation ∙ Reception / Breakout Dtmf User Voicemail Settings ∙ Voicemail On Default = On∙ Voicemail Help Default = Off ∙ Voicemail Ringback Default = Off Forward to Voicemail ∙ Dtmf Breakout 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 ∙ UMS Web Service IP Office 5.0+ ∙ Broadcast Voicemail Channel Reservations To change voicemail channel reservations To view the utilization of voicemail channels Channel Restrictions Voicemail Pro Preferences To set up general system preferences System PreferencesGeneral To change the Voicemail Pro Preferences ∙ Default Telephony Interface ∙ Voicemail Password∙ Play Advice on Call Recording ∙ Enable Fax Sub-Addressing From the Administration menu, select Preferences General DirectoriesTo set the location of Voicemail system folders Mapi Housekeeping Snmp Alarm To set up disk space and recording time alarms∙ Space OK Alarm ∙ Critical Alarm Outcalling To set the global outcalling preferences∙ Prime Times ∙ Peak Times Vpnm To open the VPN window Start the Voicemail Pro ClientTo 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 Control Panel Options To change the Voicemail Pro Server PreferencesSelect IP Office Voicemail Pro System Settings Email Settings Smtp Email Settings Troubleshooting Checking the Voicemail Pro Service Using a Batch File to Start Services Voicemail Pro User Log Installation Tracing in DebugRun DbgView.exe Logging Run DbgView.exe Select File Log Preferences Close the Configure Debug Filters window Voicemail ConsoleFiltering Select View Debug Filters Page Chapter Using the Voicemail Pro Client Logging in to the Voicemail Pro Server Continue Offline Message Window Main Voicemail Pro Window ∙ Toolbar∙ Modules Saving Changes and Making them Live Logging OutVoicemail Shutdown or Suspend ∙ Cancel Shut Down ∙ Cancel Suspend∙ Continue ∙ Active Sessions Closing Down To close the Voicemail Pro Client Changing Between Offline and Online Mode To switch between online and offline mode Administrator Accounts Using the Voicemail Pro Client Administrator Accounts Using the Navigation and Details Panes ∙ CancelConfirm Call Flow Download Window ∙ Download ∙ Alarms ∙ Outcalls Users / Groups ∙ View Mailbox Details Voicemail Pro 6.0+ ∙ Enabled AccountAccount ∙ Numbers Personal Distributions Lists Select the Personal Distribution Lists tab Voicemail Pro Installation and Maintenance IP Office Release ∙ Disabled ∙ Enabled AlwaysOutcalling ∙ Enabled During Time Profile ∙ Enabled During Peak Time∙ Enabled During Prime Time ∙ Retry Times ∙ System Voicemail Pro Administrators Alarms Server Queues∙ Time hhmm ∙ Frequency ∙ File ∙ Display Text Outcalls User Variables Example of Using User Variables Distributed Voicemails Toolbar Icons ∙ Save as ∙ Save and Make Live∙ Cut ∙ Copy ∙ Paste ∙ Conditions Editor ∙ Campaigns Importing and Exporting To export a fileTo import a file Backup and Restore Settings Backup Configuration Doing a Manual Backup Restoring a Previous Backup Including Other Files To include other files Start Points ∙ Specific Start Points∙ Users ∙ Groups ∙ Default Start Points ∙ Voicemail Pro Administrators∙ User Variables ∙ Alarms ∙ Outcalls ∙ Modules ∙ Short Code *88 ∙ Telephone Number *88 Default Start Points ∙ Collect∙ Leave ∙ Queued Using Start Points Viewing Call Flows as Text To view a start point or module as text User Variables To add a user defined variable Example of Using User Variables Call Variables Available Variables $REGnameAction, Savevalue, for example Save$KEY or Save1234 $TimeQueued Creating Modules Running a Module Logic Settings Conditions EditorCondition Elements Using the Condition Editor To start the Condition EditorTo add a new condition To change the logic setting of a condition To add elements to a condition∙ Calendar See Calendar ∙ Compare See Compare ∙ Condition See Condition Calendar ∙ Multiple Day LogicTo add a calendar element Click Calendar Week Planner To add a Week Planner elementClick Week Planner Condition To add a condition elementClick Condition Example About Compare Using the Voicemail Pro Client About Voicemail Pro Installation and Maintenance IP Office Release Chapter Voicemail Pro Actions ∙ Reporting ∙ ResultsTo add an action To edit an action Connections To add a connectionTo delete a connection Available Actions ∙ Edit Play List Action ∙ Record Name Action∙ Personal Options Menu Action ∙ Variable Routing Action ∙ Alarm Set Action ∙ eMail Action∙ Open Door Action ∙ Clock Action Queue Actions ∙ Queue ETA Action∙ Queue Position Action Standard Action Tabs General∙ Token Name ∙ Description Entry Prompts Speaking Variables to Callers Using the Wave Editor Voicemail Pro Installation and Maintenance IP Office Release Specific To select a prompt Reporting MailIncrements by calls that reach the action Current caller Send reporting 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 Parameter Name Follow Me Number Voicemail CodeOff Hook Station Dial ∙ Select Generic command Clear Counter ∙ Select Counter Clear Counter ∙ Select Generic command Counter Decrement ∙ Select Counter Counter Decrement ∙ Select Generic command Counter Increment ∙ Select Counter Counter Increment Generic Free Format Command ∙ Save a Value Savevalue∙ Forward a Message FWDext1#ext2## ∙ Select Generic command Set Counter ∙ Select Counter Set Counter∙ Value Set CPxx Value ∙ With Value String Manipulation Set Interdigit Delay Settings Speak TextResults ∙ $CLI Menu 176 , Entry Prompts 177 , Reporting 182 and Results ∙ Timeout ∙ F = For Fax Calls∙ Delete ∙ Invalid Input Handling Goto Basic Actions icon and select GoTo∙ Please select a node to go to Disconnect HomeModule Return Click the Basic Actions icon and select Module Return Mailbox Actions Get Mail ∙ IP Office mode ∙ Intuity mode Leave Mail ∙ VRL Listen Voice Question Click the Mailbox Actions icon and select Voice Question Campaign ∙ Please select a campaign∙ Leave campaign information e.g. customers ∙ Pick up campaign information e.g. agent Configuration Actions Edit Play List∙ File Path Click the Configuration Actions icon and select Record Name Record Name ∙ Play Configuration Menu Legacy Personal Options Menu ∙ 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 ∙ Default Route by Call Status∙ No Answer ∙ Busy Transfer MS-CRM Call Data Tagging Additional Examples Whisper ∙ Play recording to∙ Source of transfer ∙ No answer timeout ∙ Reject 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 Conferencing Center ∙ Gather conference and pin information before validation Assisted Transfer ∙ Set Call Priority Voicemail Pro 5.0+ MS-CRM Call Data Tagging Alphanumeric Click the Telephony Actions icon and select Alphanumeric ∙ Dtmf Data ∙ No Dtmf Data Miscellaneous Actions ∙ Content Miscellaneous Actions icon and select eMail∙ Send e-mail to ∙ Attach file to e-mail Open Door Miscellaneous Actions icon and select Open Door Alarm Set ∙ Time hhmm Clock ResultMiscellaneous Actions icon and select Clock ∙ Play Time Until Dtmf Input Software level = 5.0+ Post Dial VB Script Miscellaneous Actions icon and select VB Script∙ Enter VBScript ∙ Expand This action has two results, Success or Failure Remote Call Flow Condition Actions Test ConditionClick the Conditions Actions icon and select Test Condition ∙ Return the results of the following condition Set User Variable General 176 , Entry Prompts 177 , Reporting actionsSet User Variable ∙ Assign the following user variable Test User Variable ∙ Matches the value below Test Variable Specific tab plus a No Match and Timeout result ∙ No Match Decrement and Test Counter ∙ Value to test counter against Increment and Test Counter Database Actions Database Open Database Execute Click the Database Actions icon and select Database Execute Database Get Data Database Close Click the Database Actions icon and select Database Close Queue Actions Queue ETA Queue Position Click the Queue Actions icon and select Queue Position Issue 22e 16 May Page Chapter Administration Routing Calls to Voicemail ∙ VM versus Short Codes? Routing Calls to Voicemail Forward Unconditional to VoicemailTransferring Calls to Voicemail Using Short Codes to Access Voicemail Example 1 Access to the Mailbox Main 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 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 Giving Users Access from Any Extension To give a specific user access from any extensionTo give all users access from any extension ∙ An individual user Giving Users Access from an External Location To give users access from an external locationTo configure a trusted location Creating a Trusted Location Hunt Group Voicemail ∙ Messaging∙ Message Waiting Indication Configuring Message Waiting Indication To configure message waiting indication∙ Phone Manager ∙ 4400 Series Phones 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 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 offCall Recording Warning Click Save & Make Live To hide the auto record indication Click or select Administration Preferences General Changing the Recording TimeVoice Recording Library VRL To change the recording length 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 Automatic Call Recording Incoming Call RouteHunt 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∙ Calls are going to be recorded ∙ Calls are received Personal Announcements Support for Callers with Impaired Hearing Installing Voicemail Pro TTY Prompts Advice for Mailbox Owners Using a TTY DeviceChanging 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 Issue 22e 16 May Create a short code to test the call flow Remote Voicemail Notification ∙ Voicemail Outcalling To set up the callback Callback· Important Using a Play Configuration Menu Action Default Callback Start PointTo 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 ∙ 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 Mailbox Access Controls Phone Manager ∙ Configuration Preferences Using the Visual Voice Button for Voicemail Transfer Visual VoiceVisual Voice Controls Issue 22e 16 May UMS Web Voicemail Message Types Controls Changing Settings Playing Messages UMS Imap UMS Exchange Chapter Voicemail Pro Examples Using VB Script Voicemail Pro Examples Voicemail Pro Examples Using VB Script VBScript Properties CallingParty Property EstimatedAnswer Property∙ String LastAccessedMsg Property Locale Property Name Property NewMsgs PropertyOldMsgs Property PositionInQueue Property Result Property SavedMsgs Property SavedResult PropertyVariable Property VBScript Methods ForwardMsg MethodForwardMsgToMailbox Method FullFilename Method GetCallingParty MethodGetDTMF Method GetEstimatedAnswer Method GetLastAccessed Msg Method GetExtension MethodGetLocale Method GetMailbox Method GetMailboxMessage Method GetMailboxMessages MethodGetMessagePriority Method GetMessagePrivate Method GetMessageStatus Method GetName MethodGetNewMsgs Method GetOldMsgs Method GetRegister Method GetResult MethodGetSavedMsgs Method GetSavedResult Method GetUserMailboxFromExtn Method GetUserVariable MethodGetVariable Method MessageCLI Method MessageLength Method MessageTime MethodPlayDigits Method PlayLocaleWav Method Wav String PlayWav Method Wavs directory Examples of Time Playback Voice.PlayWav UK English US English RecordMsg Method RecordRegister Method∙ maxtime Long Return Register Method SetLocale MethodSetMailboxMessage Method SetRegister Method SetResult Method SetSavedResult MethodSetUserVariable Method SetVariable Method Speak Method Stop Method Database Connection ∙ Database Open∙ Database Execute ∙ Database Get Data Example Database Scenario Retrieving Data from the Database Voicemail Pro Examples Database Connection 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 addedTo 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 KeyChanging Full Names To use the Name table Campaigns Managing Campaigns ∙ Delete an Existing Campaign Voicemail Pro Installation and Maintenance IP Office Release Customer Prompts Customer Menu Accessing Campaign Results ∙ Where should this Campaign be parkedCampaign Identification Campaign Park Slots To assign a campaign to a programmable buttonSelect Emulation Call Park To use the UnPark Call function Using the Web Campaign To view open the Campaign 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 Configuring an Analog Extension Number for Fax Use To configure an analog extension number for fax use Select Embedded Services Castelle Fax ServerPage Chapter Appendix What Was New Voicemail Pro Voicemail Pro Client Changes ∙ Transfer 221 / Assisted Transfer ∙ Disable Mailbox ∙ Clear Mailbox ∙ Outcalling Configuration ∙ License and Service Status Display ∙ Call Transfer Announcements ∙ Variable Routing replaces the CLI Routing Action ∙ Upgrade Prompts US English Intuity 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 English Non-Intuity Prompts WAV File Non-Intuity Prompt EOC1 EOC2 To the previous menu press MNU10 RECNAM02 Svm26 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 ∙ Important Computer now 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 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