Campaigns | Avaya 6 specs

7.4 Campaigns

A campaign is a series of questions and answers. Callers to a campaign hear the recorded questions and give their responses, either by speaking or using the telephone keypad. The results are then saved for processing later. Each campaign can include up to 21 questions.

Call processing agents can access a campaign database or other records.

383to hear the caller answers, which they can then transcribe into a

A Web Campaign Component is installed as part of a typical Voicemail Pro installation 27 . If the Web Campaign was not installed it can be added by doing a custom installation and selecting the Web Campaigns component.

Voicemail Pro Installation and Maintenance	Page 378
IP Office Release 6	15-601063 Issue 22e (16 May 2010)

Image 378

Avaya 6 manual Campaigns

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 ∙ Voicemail Pro Client ∙ IP Office Control Unit∙ Voicemail Pro Server ∙ Telephone Extension Voicemail Pro Installation and Maintenance IP Office Release ∙ Advanced Edition License What is New∙ Preferred Edition Voicemail Pro License ∙ User Profile Licenses and User Profiles Centralized Voicemail ∙ Alarms Administrator ∙ Alarm Duration and Retries∙ Alarm Clearing ∙ 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 Voicemail Pro plus IVR and or TTS Basic Voicemail ProVoicemail Pro plus UMS Web Voicemail and/or Campaigns Voicemail Pro and IP Office Customer Call Reporter Ports Component Location %ProgramFiles%\Avaya\IP Office\ Ports Voicemail Pro Licenses ∙ VMPro Database Interface ∙ UMS Web ServicesLegacy Licenses ∙ VMPro VB Script Network Requirements ∙ Small Office Edition, IP406 V2 and IP500 Full duplex Disk Space Requirements Web Server OperationContactStore Operation ∙ Voicemail is case sensitive User and Group Mailboxes∙ Mailboxes are based on names ∙ Voicemail removes spaces at the end of mailbox names Server/Client Installation ∙ UMS Web Voicemail InstallShield Wizard Complete menu is displayed To install the Voicemail Pro software componentsPreparing Installation 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 ∙ Extension Name campaigns Web Campaigns InstallationWindows 2003 Server ∙ Set extension status to Allowed Voicemail Pro Services To check/restart the Voicemail Pro Service Using a Batch File to Start Services Upgrading Voicemail Pro Upgrade from below versionRestore the Registry Back up the Registry To upgrade from version 3.2 or higher Upgrade from Version 3.2+Restore the Database Select Import Call Flows Select the Mailbox Mode Upgrade to Voicemail ProInstall the New Software Move the Voicemail Lite Folders ∙ Imap Email Client Support UMS Web Services∙ Web Voicemail Access New Unread Old read Saved Priority Private Deleted Imap Installation Configure Users for UMS Installing the Voicemail Pro Imap ServerLicensing IP Office for Web Services 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 Server Exchange 2007 Installation∙ Note ∙ 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 Normal Operation Setup and Requirements for Voicemail FallbackFallback IP Office Control Fallback Control Operation During Backup Operation Backup Voicemail Server OperationConfiguring Backup Server Operation After Backup Operation Distributed Voicemail Servers Multiple Distributed ServersSharing Distributed Voicemail Servers Address Configuring Distributed Voicemail Server OperationVoicemail IP 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 Click Preferences and select General To select the server email modeSelecting Smtp Operation Click Save and Make Live Changing the Server Smtp Settings To configure the server Smtp email settingsClick the Smtp Email Settings tab ∙ Mail Server Click the Email Settings tab ∙ Account Details box Setting the Server Email AddressTo configure email settings ∙ Message Parameters Smtp Error Codes Smtp ErrorsEnabling Smtp Error Reporting 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 Voicemail Email Operation User and Group Configuration∙ Voicemail Email Default = Off ∙ Off How Voicemail Email Messages Look Voicemail Pro Email Action Text to Speech TTS Installation TTS LicensingLanguages Using the Speak Text Action Installing Generic Text to SpeechInstalling Avaya Text to Speech To install Text to Speech Text to Speech Sapi Controls Example Sapi XML Tags ∙ Attributes ∙ msec= SpellSilence Partofsp Setting Up Text To Speech to Read Email ∙ Voicemail Email∙ Voicemail Email Reading IP Office Configuration System Settings ∙ Voicemail Channel Reservation ∙ SIP Settings∙ SIP Display Name Alias Default = User name ∙ Reception / Breakout Dtmf ∙ Voicemail Help Default = Off User Voicemail Settings∙ Voicemail On Default = On ∙ 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 General To set up general system preferencesSystem Preferences To change the Voicemail Pro Preferences ∙ Play Advice on Call Recording ∙ Default Telephony Interface∙ Voicemail Password ∙ Enable Fax Sub-Addressing From the Administration menu, select Preferences General DirectoriesTo set the location of Voicemail system folders Mapi Housekeeping ∙ Space OK Alarm Snmp AlarmTo set up disk space and recording time alarms ∙ Critical Alarm ∙ Prime Times OutcallingTo set the global outcalling preferences ∙ Peak Times To add a Vpnm server VpnmTo open the VPN window Start the Voicemail Pro Client 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 Run DbgView.exe InstallationTracing in Debug 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 ∙ Continue ∙ Cancel Shut Down∙ Cancel Suspend ∙ 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 Confirm Call Flow Download Window Using the Navigation and Details Panes∙ Cancel ∙ Download ∙ Alarms ∙ Outcalls Users / Groups ∙ View Mailbox Details Voicemail Pro 6.0+ Account ∙ EnabledAccount ∙ Numbers Personal Distributions Lists Select the Personal Distribution Lists tab Voicemail Pro Installation and Maintenance IP Office Release ∙ Disabled ∙ Enabled AlwaysOutcalling ∙ Enabled During Prime Time ∙ Enabled During Time Profile∙ Enabled During Peak Time ∙ Retry Times ∙ System Voicemail Pro Administrators ∙ Time hhmm AlarmsServer Queues ∙ Frequency ∙ File ∙ Display Text Outcalls User Variables Example of Using User Variables Distributed Voicemails ∙ Cut ∙ Copy ∙ Paste Toolbar Icons∙ Save as ∙ Save and Make Live ∙ 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 ∙ Users Start Points∙ Specific Start Points ∙ Groups ∙ User Variables ∙ Alarms ∙ Outcalls ∙ Modules ∙ Default Start Points∙ Voicemail Pro Administrators ∙ Short Code *88 ∙ Telephone Number *88 ∙ Leave Default Start Points∙ Collect ∙ 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 Action, Savevalue, for example Save$KEY or Save1234 Available Variables$REGname $TimeQueued Creating Modules Running a Module Logic Settings Conditions EditorCondition Elements Using the Condition Editor To start the Condition EditorTo add a new condition ∙ Calendar See Calendar To change the logic setting of a conditionTo add elements to a condition ∙ Compare See Compare ∙ Condition See Condition To add a calendar element Calendar∙ Multiple Day Logic Click Calendar Week Planner To add a Week Planner elementClick Week Planner Click Condition ConditionTo add a condition element Example About Compare Using the Voicemail Pro Client About Voicemail Pro Installation and Maintenance IP Office Release Chapter Voicemail Pro Actions To add an action ∙ Reporting∙ Results To edit an action Connections To add a connectionTo delete a connection Available Actions ∙ Personal Options Menu Action ∙ Edit Play List Action∙ Record Name Action ∙ Variable Routing Action ∙ Open Door Action ∙ Alarm Set Action∙ eMail Action ∙ Clock Action Queue Actions ∙ Queue ETA Action∙ Queue Position Action ∙ Token Name Standard Action TabsGeneral ∙ Description Entry Prompts Speaking Variables to Callers Using the Wave Editor Voicemail Pro Installation and Maintenance IP Office Release Specific To select a prompt Increments by calls that reach the action ReportingMail 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 Off Hook Station Follow Me NumberVoicemail Code 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 ∙ Delete ∙ Timeout∙ F = For Fax Calls ∙ Invalid Input Handling Goto Basic Actions icon and select GoTo∙ Please select a node to go to Module Return DisconnectHome 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 ∙ Leave campaign information e.g. customers Campaign∙ Please select a campaign ∙ 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 ∙ No Answer ∙ DefaultRoute by Call Status ∙ 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 ∙ Send e-mail to ∙ ContentMiscellaneous Actions icon and select eMail ∙ Attach file to e-mail Open Door Miscellaneous Actions icon and select Open Door Alarm Set ∙ Time hhmm Miscellaneous Actions icon and select Clock ClockResult ∙ Play Time Until Dtmf Input Software level = 5.0+ Post Dial ∙ Enter VBScript VB ScriptMiscellaneous Actions icon and select VB Script ∙ Expand This action has two results, Success or Failure Remote Call Flow Click the Conditions Actions icon and select Test Condition Condition ActionsTest Condition ∙ Return the results of the following condition Set User Variable Set User VariableGeneral 176 , Entry Prompts 177 , Reporting actions ∙ 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 ∙ Example 2 Accessing a Module from Phone Manager Using VM to Access Voicemail∙ Example 1 SoftConsole access to the mailbox Main ∙ Example 3 Incoming Call Routing Voicemail Telephone Numbers Example Call Flow Voicemail Pro Module Using the Module Creating a Matching Short Code ∙ Using a Voicemail Collect button User Voicemail Access∙ Using the Messages button on their telephone ∙ Using Visual Voice Giving Users Button Access To give all users access from any extension Giving Users Access from Any ExtensionTo give a specific user access from any extension ∙ An individual user To configure a trusted location Giving Users Access from an External LocationTo give users access from an external location Creating a Trusted Location Hunt Group Voicemail ∙ Messaging∙ Message Waiting Indication ∙ Phone Manager Configuring Message Waiting IndicationTo configure message waiting indication ∙ 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 ∙ Normalize Queue Length Default = Blank To configure queuing for a hunt group∙ Queuing On Default = On Hunt Group Queuing Customizing a Hunt Group Call Flow Administration Hunt Group Voicemail Recording Calls Call Recording Warning Advice of Call Recording MessageTo switch the recording warning on or off Click Save & Make Live To hide the auto record indication Voice Recording Library VRL Click or select Administration Preferences GeneralChanging the Recording Time 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 Hunt Group Automatic Call RecordingIncoming Call Route 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 ∙ Calls are going to be recorded AnnouncementsMandatory Announcement Example ∙ Calls are received Personal Announcements Support for Callers with Impaired Hearing Changing User Locale Installing Voicemail Pro TTY PromptsAdvice for Mailbox Owners Using a TTY Device 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 mobiletwinningnumber$KEY · Enter the command CFGSet 203 twinningtype Mobile· Enter the command CFGSet 203 twinningtype Internal 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 To set the users callback number Using a Play Configuration Menu ActionDefault Callback Start Point · 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 GetDTMF Method FullFilename MethodGetCallingParty Method GetEstimatedAnswer Method GetLocale Method GetLastAccessed Msg MethodGetExtension Method GetMailbox Method GetMessagePriority Method GetMailboxMessage MethodGetMailboxMessages Method GetMessagePrivate Method GetNewMsgs Method GetMessageStatus MethodGetName Method GetOldMsgs Method GetSavedMsgs Method GetRegister MethodGetResult Method GetSavedResult Method GetVariable Method GetUserMailboxFromExtn MethodGetUserVariable 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 ∙ maxtime Long RecordMsg MethodRecordRegister Method Return SetMailboxMessage Method Register MethodSetLocale Method SetRegister Method SetUserVariable Method SetResult MethodSetSavedResult Method SetVariable Method Speak Method Stop Method ∙ Database Execute Database Connection∙ Database Open ∙ 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 Changing Full Names Using the Name TableTo changing your name using a telephone with a menu Key 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 Select Emulation Call Park Campaign Park SlotsTo assign a campaign to a programmable button 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