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15-601063 Issue 20l - (03 March 2009) Voicemail Pro IP Office.
Voicemail Pro Page 2 15-601063 Issue 20l (03 March 2009) IP Office © 2009 AVAYA All Rights Reserved. Notice While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc.
Voicemail Pro Page 3 15-601063 Issue 20l (03 March 2009) IP Office Contents Contents Voicemail Pro 1. ..................................................................... 11 1.1 What is New ............................................................
Voicemail Pro Page 4 15-601063 Issue 20l (03 March 2009) IP Office ............................................................................ 155 4.6.3 Personal Distribution Lists .....................................................................
Voicemail Pro Page 5 15-601063 Issue 20l (03 March 2009) IP Office Contents ............................................................................ 284 6.11.1 Queue ETA ............................................................................ 285 6.
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Voicemail Pro Page 7 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Chapter 1..
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Voicemail Pro Page 9 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro: 1. Voicemail Pro The diagram illustrates a Voicemail Pro system with some of the setup options. Full details on the installation options available are covered in the Installing Voicemail Pro section.
Voicemail Pro Page 10 15-601063 Issue 20l (03 March 2009) IP Office · Voicemail Email Using either a MAPI client such as Outlook on the server PC or a connection to an SMTP email server, Voicemail Pro can send email messages when a user has a new message.
Voicemail Pro Page 11 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro: 1.1 What is New The following are summaries of the new features in IP Office Voicemail Pro releases. Voicemail Pro 4.2 · IP Office Unified Messaging Service (UMS) Two new methods for users to access their mailbox are now supported.
Voicemail Pro Page 12 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro 4.1 In conjunction with IP Office 4.1, Voicemail Pro 4.1 supports the following new features: · Windows Vista Support.
Voicemail Pro Page 13 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro: What is New 1.2 Features of Voicemail Pro Voicemail Pro provides voicemail for every telephone on the system. Messages can be retrieved from a user's own extension or from another telephone.
Voicemail Pro Page 14 15-601063 Issue 20l (03 March 2009) IP Office 1.3 Supported Languages The voicemail system provides prompts to callers and mailbox users based on the Locale that is set in the System form of IP Office Manager. If the necessary set of language prompts is not available, the nearest available match is used.
Voicemail Pro Page 15 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro: Supported Languages 1.4 Number of Simultaneous Voicemail Users All connections between the voicemail server and the IP Office are via the LAN using data channels.
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Voicemail Pro Page 17 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro Chapter 2..
Voicemail Pro Page 18 15-601063 Issue 20l (03 March 2009) IP Office 2. Installing Voicemail Pro Voicemail Pro 4.2 can be installed with the following IP Office systems: · Small Office Edition. · IP406 V2. · IP412. · IP Office 500 Voicemail Pro is not supported on an IP Office 500 running in IP Office Standard Edition mode.
Voicemail Pro Page 19 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: General Installation Requirements 2.1.1 PC Specification The PC specification given below are the absolute minimum. To avoid replacing the server when adding new applications we recommend that at least a Pentium 4 2.
Voicemail Pro Page 20 15-601063 Issue 20l (03 March 2009) IP Office Basic Voicemail Pro Minimum PC Requirements RAM 256MB Hard Disk Free Space 2GB* Processor: - Pentium P4 1.4GHz - Celeron Any 1.7GHz - AMD Any 1.4GHz. *Also allow 1MB per minute for message and prompt storage.
Voicemail Pro Page 21 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: General Installation Requirements *Not supported in caching mode.
Voicemail Pro Page 22 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro plus IVR and or TTS Minimum PC Requirements: Basic Voicemail Pro RAM 512MB Hard Disk Free Space 20GB* Processor: - Pentium P4 2.8GHz - Celeron Not tested. - AMD Athlon XP 3000+, Athlon 64 Also allow 1MB per minute for message and prompt storage.
Voicemail Pro Page 23 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: General Installation Requirements 2.1.2 Network Requirements The PC should be configured and tested for TCP/IP networking. We strongly recommend that the voicemail server PC is connected to the IP Office Control Unit directly or via a LAN switch.
Voicemail Pro Page 24 15-601063 Issue 20l (03 March 2009) IP Office 2.1.3 Disk Space Requirements The following are only approximations: · At least 2GB of free disk space is required on the operating system drive (by default c:), regardless of to which drive Voicemail Pro is actually installed.
Voicemail Pro Page 25 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: General Installation Requirements 2.1.7 Voicemail Pro Licenses The following License Keys can be used with Voicemail Pro. The license keys are entered into the IP Office configuration using the IP Office Manager.
Voicemail Pro Page 26 15-601063 Issue 20l (03 March 2009) IP Office 2.1.8 User and Group Mailboxes The voicemail server creates mailboxes based on the user and hunt group names that are entered in the IP Office Manager application.
Voicemail Pro Page 27 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: General Installation Requirements 2.2 Basic Voicemail Installation When you complete a full Voicemail Pro installation you install the Voicemail Pro Server and Client together.
Voicemail Pro Page 28 15-601063 Issue 20l (03 March 2009) IP Office 2.2.1 Installing Compact Voicemail Pro Server and Client If you are upgrading an existing Voicemail System, see Upgrading a Voicemail Pro System . The compact (basic) installation of Voicemail Pro provides: · The Voicemail Pro Client.
Voicemail Pro Page 29 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: Basic Voicemail Installation To install compact Voicemail Pro Server and Client: 1. Insert the IP Office Voicemail Pro CD. The installation should auto-start.
Voicemail Pro Page 30 15-601063 Issue 20l (03 March 2009) IP Office When you are satisfied that the details are correct, click Next to start copying the files. 19. The Setup Status window opens to keep you informed while the installation takes place. 20.
Voicemail Pro Page 31 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: Basic Voicemail Installation 2.2.2 Installing Typical Voicemail Pro Server and Client If you are upgrading an existing voicemail system, see Upgrading a Voicemail Pro System .
Voicemail Pro Page 32 15-601063 Issue 20l (03 March 2009) IP Office To install typical Voicemail Pro Server and Client: 1. Ins ert the IP Office Voicemail Pro CD. The installation should auto-start. If it does not auto-start, click Browse to locate Setup.
Voicemail Pro Page 33 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: Basic Voicemail Installation one from the list of existing folders. To specify a different folder, type the folder name in the Program Folders box. Alternatively, to use an existing folder, highlight a name in the list of existing folders.
Voicemail Pro Page 34 15-601063 Issue 20l (03 March 2009) IP Office 2.2.3 Installing Custom Voicemail Pro Server and Client If you are upgrading an existing voicemail system, see Upgrading a Voicemail Pro System .
Voicemail Pro Page 35 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: Basic Voicemail Installation 2.2.5 Configuring Windows 2003 to Work with Web Campaigns The following configuration changes are required for IIS version 6 running on a Windows 2003 server.
Voicemail Pro Page 36 15-601063 Issue 20l (03 March 2009) IP Office 2.2.6 The Voicemail Pro Services If Voicemail Pro has been installed successfully, if the server PC has been rebooted then the voicemail service is started automatically. However it is useful to check the services and to know how to stop-start the services manually.
Voicemail Pro Page 37 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: Basic Voicemail Installation Using a Batch File to Start Services In some instances, certain computers might not respond quickly enough in order to start all of the Avaya services in the correct order.
Voicemail Pro Page 38 15-601063 Issue 20l (03 March 2009) IP Office 2.3 Client Only Installation You can install the Voicemail Pro Client without the Voicemail Pro Server. This is known as a partial installation. There is only one type of installation for the Voicemail Pro Client.
Voicemail Pro Page 39 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: Client Only Installation 2.3.1 Installing the VoiceMail Pro Client Only You can install the Voicemail Pro Client on its own and use it to connect to a remote Voicemail Pro server.
Voicemail Pro Page 40 15-601063 Issue 20l (03 March 2009) IP Office 18. Click Finish. 19. When the computer restarts, log back in. You have now finished installing the Voicemail Pro Client software. You can now start the Client and log in so that you start configuring remote Voicemail Pro servers.
Voicemail Pro Page 41 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: Client Only Installation 2.4 Upgrading Voicemail Pro This section describes how to upgrade Voicemail Pro. The options available are: · Upgrading from Voicemail Lite to Voicemail Pro.
Voicemail Pro Page 42 15-601063 Issue 20l (03 March 2009) IP Office 6. Restore the Database The copy of the call flow database that contained any customizations made to the default call flow needs to be restored. 1. Start Voicemail Pro. 2. From the File menu, select Import or Export .
Voicemail Pro Page 43 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: Upgrading Voicemail Pro 2.4.3 Upgrade to Voicemail Pro You can upgrade from Voicemail Lite to Voicemail Pro. The process described here assumes that Voicemail Pro is being installed onto the same PC that previously hosted Voicemail Lite.
Voicemail Pro Page 44 15-601063 Issue 20l (03 March 2009) IP Office 2.5 Voicemail Email Installation Voicemail Email sends mailbox users who have been configured with an email address, an email whenever their mailbox contains a new message. The notification email can contain an alert about the message or an attached copy of the message.
Voicemail Pro Page 45 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: Voicemail Email Installation 2.5.2 Domain Member 2.5.2.1 Installing VoiceMail Pro for MAPI VoiceMail Email as a Domain Member Before you start to install the Voicemail Pro software, you must : 1.
Voicemail Pro Page 46 15-601063 Issue 20l (03 March 2009) IP Office 2.5.2.3 Configuring Outlook for VoiceMail Email To configure Outlook for Voicemail Pro email 1. On the desktop, right-click the Outlook icon and select Properties. 2. On the General tab, select Add.
Voicemail Pro Page 47 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: Voicemail Email Installation 2.5.2.4 Installing the VoiceMail Pro Software To install the Voicemail Pro software 1. Log off and log back on using the Voicemail account and password.
Voicemail Pro Page 48 15-601063 Issue 20l (03 March 2009) IP Office 2.5.2.5 Switching VoiceMail Pro to MAPI By default, the Voicemail Pro installation process assumes that SMTP will be used for Voicemail Pro email functions. Therefore it requests an SMTP email account settings during installation setup.
Voicemail Pro Page 49 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: Voicemail Email Installation 2.5.3 Work Group Member 2.5.3.1 Installing VoiceMail Pro for MAPI VoiceMail Email as a Work Group Member Before you start to install the Voicemail Pro software, you must: 1.
Voicemail Pro Page 50 15-601063 Issue 20l (03 March 2009) IP Office 2.5.3.3 Configuring Outlook Express for Internet Mail To configure Outlook Express for Internet Mail 1. Click the Outlook Express icon to start the Configuration wizard. 2. In the Display name box enter Voicemail .
Voicemail Pro Page 51 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: Voicemail Email Installation 2.5.3.4 Configuring Outlook for Internet Mail For the installation of Outlook to work correctly, the following setup process must be followed.
Voicemail Pro Page 52 15-601063 Issue 20l (03 March 2009) IP Office 2.5.3.5 Configuring Outlook for Exchange Server This option may be configured if Outlook is to be configured to connect to the Exchange Server, using a valid user name and password, while the Voicemail PC remains a member of a work group.
Voicemail Pro Page 53 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: Voicemail Email Installation 2.5.3.6 Installing the VoiceMail Pro Software To install the Voicemail Pro software 1. Log off and log back on using the Voicemail account and password.
Voicemail Pro Page 54 15-601063 Issue 20l (03 March 2009) IP Office 2.5.3.7 Switching VoiceMail Pro to MAPI By default, the Voicemail Pro installation process assumes that SMTP will be used for Voicemail Pro email functions. Therefore it requests an SMTP email account settings during installation setup.
Voicemail Pro Page 55 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: Voicemail Email Installation 2.5.3.8 Changing SMTP Email Account Settings To change SMTP Email Account Settings: 1. Open the Windows Control Panel . 2. Select IP Office Voicemail Pro .
Voicemail Pro Page 56 15-601063 Issue 20l (03 March 2009) IP Office 2.5.4 Operation 2.5.4.1 Configuring Email Users and Groups for Voicemail Email Voicemail Email can be used with user mailboxes and hunt group mailboxes. User or group email addresses can be specified only through IP Office Manager.
Voicemail Pro Page 57 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: Voicemail Email Installation 2.5.4.2 IP Office Manager Settings The voicemail email settings are found on .
Voicemail Pro Page 58 15-601063 Issue 20l (03 March 2009) IP Office 2.5.4.3 How Voicemail Email Messages Look Messages sent by a user or group's voicemail email settings contain the following: · To The user/group email address. · From The name and address setting of the email client account.
Voicemail Pro Page 59 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: Voicemail Email Installation 2.5.4.4 The Voicemail Pro Email Action The eMail action in Voicemail Pro can be used to send messages via email in response to caller actions in the voicemail call flow.
Voicemail Pro Page 60 15-601063 Issue 20l (03 March 2009) IP Office 2.5.4.5 SMTP Errors SMTP error logging can be enabled to generate a log of SMTP activity. For a default Voicemail Pro installation the activity is logged in a file in C:Program FilesAvayaIP OfficeVoicemail ProVMlogs .
Voicemail Pro Page 61 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: Voicemail Email Installation 2.6 Centralized Voicemail Pro A single Voicemail Pro server on a central IP Office system can be used to provide voicemail services for other remote IP Office systems.
Voicemail Pro Page 62 15-601063 Issue 20l (03 March 2009) IP Office 2.6.1 Planning Requirements The following factors must be remembered during planning of the Centralized Voicemail Pro system: · The voicemail Server PC is attached to the central system.
Voicemail Pro Page 63 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: Centralized Voicemail Pro 2.6.3 Licensing The most commonly seen problem in Centralized Voicemail Pro is misunderstanding the licensing requirements. · The voicemail licenses are entered on the central IP Office and validated against its Feature Key.
Voicemail Pro Page 64 15-601063 Issue 20l (03 March 2009) IP Office 2.6.4 Configuring the Remote System Voicemail Settings After you have installed the centralized Voicemail Pro, you are ready to configure the remote system settings. To configure the remote system Voicemail settings: 1.
Voicemail Pro Page 65 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: Centralized Voicemail Pro 2.7 Text to Speech (TTS) Install The Voicemail Pro server is able to use the Text to Speech (TTS) feature to: · Speak text in call flows using the Speak Text action.
Voicemail Pro Page 66 15-601063 Issue 20l (03 March 2009) IP Office 2.7.1 Installing Generic Text to Speech To install Text to Speech: 1. Install and test Voicemail Pro as normal. 2. Using IP Office Manager, add the VMPro TTS (Generic) license into the IP Office configuration.
Voicemail Pro Page 67 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: Text to Speech (TTS) Install 2.7.4 Text to Speech SAPI Controls Windows TTS engines use Microsoft's SAPI (Speech Application Program Interface). This includes the use of XML tags in the text to change how the text is spoken.
Voicemail Pro Page 68 15-601063 Issue 20l (03 March 2009) IP Office Example SAPI XML Tags Volume Controls the volume of the speech. This tag can be nested or empty. · Attributes: · level= Supports values between 0 and 100, being percentages of the system's set volume.
Voicemail Pro Page 69 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: Text to Speech (TTS) Install Spell Spell forces the engine to speak any nested text literally rather than applying any speech rules.
Voicemail Pro Page 70 15-601063 Issue 20l (03 March 2009) IP Office 2.7.5 Setting Up Text To Speech to Read Email It is not possible to parse email without a license for TTS. Therefore, it is not possible to forward emails without a valid TTS license.
Voicemail Pro Page 71 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: Text to Speech (TTS) Install 2.8 UMS Web Services Voicemail Pro 4.
Voicemail Pro Page 72 15-601063 Issue 20l (03 March 2009) IP Office 2.8.1 IMAP Installation Voicemail Pro 4.2+ support mailbox synchronization with email clients that can support IMAP (Internet Message Access Protocol) accounts. Examples are Outlook, Outlook Express and Lotus Notes.
Voicemail Pro Page 73 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: UMS Web Services Installing the Voicemail Pro IMAP Server The IMAP server is installed as a standard part of the Voicemail Pro service installation. It uses the IP address of the Voicemail Pro server PC and runs on the standard IMAP port 143.
Voicemail Pro Page 74 15-601063 Issue 20l (03 March 2009) IP Office Configuring a User Email account The exact method of configuration of an IMAP account depends on the IMAP client being used by the user.
Voicemail Pro Page 75 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: UMS Web Services 2.8.2 Web Voicemail Installation Voicemail Pro 4.2+ support web access to user mailboxes. Users are then able to play their messages, mark them as saved or deleted, or forward messages to another mailbox.
Voicemail Pro Page 76 15-601063 Issue 20l (03 March 2009) IP Office · PC Playback Browser access allows the selection of message playback either via an IP Office extension or through the web browser. Avaya test browser playback using Windows Media Player.
Voicemail Pro Page 77 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: UMS Web Services Voicemail Pro Software Installation with Web Voicemail Component The Web Voicemail component is installed as part of a Custom Voicemail Pro installation.
Voicemail Pro Page 78 15-601063 Issue 20l (03 March 2009) IP Office 2. Install ContactStore. 3. Reboot the server. 4. Within services, stop the ContactStore service. 5. Using a web browser access a voicemail mailbox using UMS web voicemail. 6. Restart the ContactStore service.
Voicemail Pro Page 79 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: UMS Web Services Playback Control UMS message playback through the web browser is tested and supported with the Windows Media Player. It may work with other audio playback controls but will not have been tested.
Voicemail Pro Page 80 15-601063 Issue 20l (03 March 2009) IP Office 2. Select Downloads and use the search box to find x-mplayer2. 3. Check that the setting is set to Use plug-in and Windows Media Player Plug-In Dynamic Link Library . Internet Explorer 1.
Voicemail Pro Page 81 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: UMS Web Services 5. Locate and select the WAV extension type. 6. Check that the details show Windows Media Player as the selected application for this file type.
Voicemail Pro Page 82 15-601063 Issue 20l (03 March 2009) IP Office 2.8.3 Using Web Voicemail The URL will be that of the voicemail server PC plus /voicemail. This will display the web voicemail login page. 1. Logon using your user name and voicemail code as set on the IP Office system.
Voicemail Pro Page 83 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: UMS Web Services.
Voicemail Pro Page 84 15-601063 Issue 20l (03 March 2009) IP Office Controls · Select Before performing many actions such as saving, deleting or forwarding, you can select the messages to which the action should be applied.
Voicemail Pro Page 85 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: UMS Web Services 2.8.4 Using IMAP Most email clients that support IMAP display IMAP messages in a separate folder. The contents of that folder are synchronized when the folder is viewed.
Voicemail Pro Page 86 15-601063 Issue 20l (03 March 2009) IP Office 2.9 Troubleshooting 2.9.1 Checking the Voicemail Pro Service If Voicemail Pro has been installed successfully, if the server PC has been rebooted then the voicemail service is started automatically.
Voicemail Pro Page 87 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: Troubleshooting Using a Batch File to Start Services In some instances, certain computers might not respond quickly enough in order to start all of the Avaya services in the correct order.
Voicemail Pro Page 88 15-601063 Issue 20l (03 March 2009) IP Office 2.9.2 The Voicemail Console The server program provides a console window that enables you to see messages between the voicemail server and the IP Office. The nature of the messages may be useful in diagnosing problems.
Voicemail Pro Page 89 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: Troubleshooting The console provides a number of commands. These commands affect only the display of messages within the console window and do not alter the voicemail server operation in any way.
Voicemail Pro Page 90 15-601063 Issue 20l (03 March 2009) IP Office 2.9.3 Voicemail Pro User Log User authentication failures are logged in the event viewer, under VMPro User Log. The following details are logged: · UserID · Tool name · IP address of the Client trying to log in.
Voicemail Pro Page 91 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: Troubleshooting 2.9.4 Tracing in Debug Many applications, including Voicemail Pro and IMS, output activity messages that are viewable in Debug View (DbgView).
Voicemail Pro Page 92 15-601063 Issue 20l (03 March 2009) IP Office Filtering 1. Select View | Debug Filters . 2. Select the module for which you want to increase/decrease reporting. 3. In the right hand panel adjust the level of reporting. 4. Close the Configure Debug Filters window.
Voicemail Pro Page 93 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: Troubleshooting Gateway HKEY_LOCAL_MACHINESOFTWAREAVAYAIntegrated MessagingGateway Debugging This key must be enabled to allow tracing using the other keys below.
Voicemail Pro Page 94 15-601063 Issue 20l (03 March 2009) IP Office IMS Client Keys HKEY_CURRENT_USERSoftwareAvayaIntegrated MessagingClient EnableTracing This key must be enabled to allow tracing using the other keys below. ConstructorTracing This provides some tracing for when certain COM objects are constructed.
Voicemail Pro Page 95 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: Troubleshooting.
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Voicemail Pro Page 97 15-601063 Issue 20l (03 March 2009) IP Office Configuring Voicemail Pro Chapter 3..
Voicemail Pro Page 98 15-601063 Issue 20l (03 March 2009) IP Office 3. Configuring Voicemail Pro 3.1 IP Office Configuration 3.1.1 Overview The default IP Office configuration settings allow almost immediate voicemail operation as soon as a voicemail server is running on the LAN.
Voicemail Pro Page 99 15-601063 Issue 20l (03 March 2009) IP Office Configuring Voicemail Pro: IP Office Configuration 3.1.3 Configuring Voicemail for Individual Users Voicemail can be configured for each individual user in IP Office Manager. To change voicemail configuration for an individual: 1.
Voicemail Pro Page 100 15-601063 Issue 20l (03 March 2009) IP Office · Breakout (DTMF 2) The number to which callers are to be transferred if they are directed to voicemail and press 2 . This number might be, for example, the number of a colleague of the mailbox owner whose extension was originally dialed.
Voicemail Pro Page 101 15-601063 Issue 20l (03 March 2009) IP Office Configuring Voicemail Pro: IP Office Configuration 3.1.4 Configuring User Source Numbers The Source numbers can be changed for individual users in IP Office Manager. The Source Numbers tab gives a list of Dial In Source Numbers.
Voicemail Pro Page 102 15-601063 Issue 20l (03 March 2009) IP Office 3.1.5 Setting Up Voicemail Transfer Options for a User After a caller has been routed to a mailbox to leave a message, the mailbox owner can offer the option of transferring to a different number, for example: · To speak to a receptionist callers can dial 0.
Voicemail Pro Page 103 15-601063 Issue 20l (03 March 2009) IP Office Configuring Voicemail Pro: IP Office Configuration 3.1.6 Voicemail Channel Reservations By default there are no reserved channels. Specific functions can have voicemail channels reserved for their use.
Voicemail Pro Page 104 15-601063 Issue 20l (03 March 2009) IP Office 2. Click Resources . The System Resources summary is displayed. The following details are displayed: · The number of voicemail channels available.
Voicemail Pro Page 105 15-601063 Issue 20l (03 March 2009) IP Office Configuring Voicemail Pro: IP Office Configuration 3.1.7 Using Voicemail to Give Error Messages Voicemail can be used to give out messages when certain numbers are dialed.
Voicemail Pro Page 106 15-601063 Issue 20l (03 March 2009) IP Office 3.2 Voicemail Pro Preferences There are two main areas through which Voicemail Pro system preferences are set and configured. These are within the Voicemail Pro Client and through the server PC's Windows Control Panel.
Voicemail Pro Page 107 15-601063 Issue 20l (03 March 2009) IP Office Configuring Voicemail Pro: Voicemail Pro Preferences 3.2.1 System Preferences 3.2.
Voicemail Pro Page 108 15-601063 Issue 20l (03 March 2009) IP Office If your fax system requires prefix addressing, for example the C3000 fax server, do not type a fax number in the System Fax Number box.
Voicemail Pro Page 109 15-601063 Issue 20l (03 March 2009) IP Office Configuring Voicemail Pro: Voicemail Pro Preferences 3.2.1.2 Directories When Voicemail Pro is installed some default folder locations are used. You can change these if required. To set the location of Voicemail system folders: 1.
Voicemail Pro Page 110 15-601063 Issue 20l (03 March 2009) IP Office 3.2.1.3 MAPI By default, the Voicemail Pro installation process assumes that SMTP will be used for Voicemail Pro email functions. Therefore it requests an SMTP email account settings during installation setup.
Voicemail Pro Page 111 15-601063 Issue 20l (03 March 2009) IP Office Configuring Voicemail Pro: Voicemail Pro Preferences 3.2.1.4 Housekeeping This tab is used to set the Voicemail Pro settings for automatically deleting messages and for the default playback order of messages.
Voicemail Pro Page 112 15-601063 Issue 20l (03 March 2009) IP Office 3.2.1.5 SNMP Alarm The IP Office system can be configured to send Simple Network Management Protocol (SNMP) alarms or Simple Mail Transfer Protocol (SMTP) emails.
Voicemail Pro Page 113 15-601063 Issue 20l (03 March 2009) IP Office Configuring Voicemail Pro: Voicemail Pro Preferences 3.2.1.6 Outcalling The preferences in Voicemail Pro are set for global operation. Mailbox owners can configure their outcalling options from their telephone, for example, create their own time profile.
Voicemail Pro Page 114 15-601063 Issue 20l (03 March 2009) IP Office 3.2.1.7 VPNM This option is active only if VPNM was selected during installation and is licensed. VPNM servers can be added and then users added to the servers. To open the VPN window: 1.
Voicemail Pro Page 115 15-601063 Issue 20l (03 March 2009) IP Office Configuring Voicemail Pro: Voicemail Pro Preferences To add a user to VPNM server: 1. In the Users for VPNM Server(s) section, click Add. The Adding a new user window opens. 2. Enter details for the user.
Voicemail Pro Page 116 15-601063 Issue 20l (03 March 2009) IP Office To add a group of users: 1. (Optional) Check the option Enable WildCard . When this option is selected you can use the question mark symbol (?) to represent any number. 2. In the Users for VPNM Server(s) section, click Add Range .
Voicemail Pro Page 117 15-601063 Issue 20l (03 March 2009) IP Office Configuring Voicemail Pro: Voicemail Pro Preferences 3.2.2 Control Panel Options 3.2.2.1 IMS Logging Level If IMS is installed the Systems Settings tab is available. You can specify the level of service logging for the IMS Gateway Server service and the IMS Voice Server service.
Voicemail Pro Page 118 15-601063 Issue 20l (03 March 2009) IP Office 3.2.2.2 IMS Host Server Name If IMS is installed the Path Settings tab is available. You need to specify the computer name of the server PC that is hosting the IMS Voice Service. Typically, this is installed on the same server PC as the Voicemail Pro Server.
Voicemail Pro Page 119 15-601063 Issue 20l (03 March 2009) IP Office Configuring Voicemail Pro: Voicemail Pro Preferences 3.2.2.3 Configuring Email Settings You can configure certain email settings such as the account to use for email and the way in which .
Voicemail Pro Page 120 15-601063 Issue 20l (03 March 2009) IP Office 3.2.2.4 Configuring SMTP Email Settings For SMTP email, you need to define connections to external SMTP Email Servers. You can define your connections in the SMTP Email settings tab.
Voicemail Pro Page 121 15-601063 Issue 20l (03 March 2009) IP Office Configuring Voicemail Pro: Voicemail Pro Preferences 3.3 Fax Server Configuration With an IP Office system, fax machines and servers can process fax messages in a number of ways.
Voicemail Pro Page 122 15-601063 Issue 20l (03 March 2009) IP Office 3.3.1 Fax Server Configuration Here is an illustration to show how a fax server can be configured to work with an IP Office system.
Voicemail Pro Page 123 15-601063 Issue 20l (03 March 2009) IP Office Configuring Voicemail Pro: Fax Server Configuration 3.3.2 Setting the VoiceMail Pro System Fax Number The System Fax Number is used to: · Enable fax detection. By default fax detection is not enabled when Voicemail Pro is first installed.
Voicemail Pro Page 124 15-601063 Issue 20l (03 March 2009) IP Office If prefixed numbers are being used, the next step is to up a short code so that fax calls are routed to prefixed numbers. If the chosen mailbox mode is Intuity, you should then inform all mailbox owners that they can set up their own preferred fax destinations if they like.
Voicemail Pro Page 125 15-601063 Issue 20l (03 March 2009) IP Office Configuring Voicemail Pro: Fax Server Configuration 3.3.3 Setting up Fax Forwarding Voicemail Pro is set up to forward faxes when users dial *1. Faxes are forwarded as follows: · Gfi FAXMaker faxes are sent to <faxnumber>@faxmaker.
Voicemail Pro Page 126 15-601063 Issue 20l (03 March 2009) IP Office 3.3.5 Routing Fax Calls Using a Menu Action When an incoming call is routed to the auto attendant, the Menu action has the facility to detect and redirect fax calls.
Voicemail Pro Page 127 15-601063 Issue 20l (03 March 2009) IP Office Configuring Voicemail Pro: Fax Server Configuration 3.3.6 Configuring an Analog Extension Number for Fax Use If the PC that is being used as the fax server uses an analog fax card, it must be connected to an IP Office analog extension (POT) port.
Voicemail Pro Page 128 15-601063 Issue 20l (03 March 2009) IP Office 3.3.7 Castelle Fax Server Voicemail Pro 4.1 added support for Castelle FaxPress products.
Voicemail Pro Page 129 15-601063 Issue 20l (03 March 2009) IP Office Configuring Voicemail Pro: Fax Server Configuration.
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Voicemail Pro Page 131 15-601063 Issue 20l (03 March 2009) IP Office Administration Chapter 4..
Voicemail Pro Page 132 15-601063 Issue 20l (03 March 2009) IP Office 4. Administration 4.1 Starting the Voicemail Pro Client You can start the Voicemail Pro Client from the IP Office Voicemail Pro folder. To start the Voicemail Pro Client: 1. From the Start menu, select Programs > IP Office > Voicemail Pro Client .
Voicemail Pro Page 133 15-601063 Issue 20l (03 March 2009) IP Office Administration: Starting the Voicemail Pro Client 4.1.1.1 Changing Between Offline and Online Mode It can be useful to connect to a system to get the current system configuration and then disconnect and make changes offline.
Voicemail Pro Page 134 15-601063 Issue 20l (03 March 2009) IP Office 4.1.1.3 Logging Out It can be useful to connect to a system to download the current system configuration and then disconnect and make changes offline. You can then test configuration changes offline before applying them to a live system.
Voicemail Pro Page 135 15-601063 Issue 20l (03 March 2009) IP Office Administration: Starting the Voicemail Pro Client 4.2 Administrator Configuration You can use Voicemail Pro Client remotely in offline mode. If you want to connect to a Voicemail Pro Server you need to log in.
Voicemail Pro Page 136 15-601063 Issue 20l (03 March 2009) IP Office 4.2.1 Changing Administrator Details If you are an administrator user, you can change details of a standard administrator or another administrator user. You can change the user name, user type and status.
Voicemail Pro Page 137 15-601063 Issue 20l (03 March 2009) IP Office Administration: Administrator Configuration 4.2.3 Resetting a Password If you are an administrator you can reset the password of another administrator or standard Voicemail Pro Client user.
Voicemail Pro Page 138 15-601063 Issue 20l (03 March 2009) IP Office 4.3 General Administration 4.3.1 Changing the Inactivity Timeout While a user is logged in using the Voicemail Pro Client, other users cannot log in.
Voicemail Pro Page 139 15-601063 Issue 20l (03 March 2009) IP Office Administration: General Administration 4.3.2 Changing Mailbox Operation Mode The features available in Voicemail Pro mailboxes depend on whether the mailbox is working in IP Office mode or Intuity mode.
Voicemail Pro Page 140 15-601063 Issue 20l (03 March 2009) IP Office 4.3.3 Confirm Call Flow Download Window When you connect to a server across a LAN or WAN to view or modify the call flow on the server, a check is made to see if the call flow that is stored locally on the Client machine is the same.
Voicemail Pro Page 141 15-601063 Issue 20l (03 March 2009) IP Office Administration: General Administration 4.4 Routing Calls to Voicemail There are different methods by which callers can be transferred to voicemail.
Voicemail Pro Page 142 15-601063 Issue 20l (03 March 2009) IP Office 4.4.1 Routing Calls to Voicemail If a user has voicemail switched on, calls will be automatically routed to voicemail if either: 1. The extension is busy and call waiting has not been enabled.
Voicemail Pro Page 143 15-601063 Issue 20l (03 March 2009) IP Office Administration: Routing Calls to Voicemail 4.4.3 Using Short Codes to Access Voicemail The short code Voicemail Collect feature can be used to route callers to voicemail.
Voicemail Pro Page 144 15-601063 Issue 20l (03 March 2009) IP Office 4.4.4 Using VM: to Access Voicemail Another method for accessing voicemail is the VM: option, where VM: is followed by the name of the mailbox or Voicemail Pro start point required.
Voicemail Pro Page 145 15-601063 Issue 20l (03 March 2009) IP Office Administration: Routing Calls to Voicemail 4.4.5 Voicemail Telephone Numbers This section describes the options that can be used with VoicemailCollect short codes and with VM: to access a mailbox or Voicemail Pro start point.
Voicemail Pro Page 146 15-601063 Issue 20l (03 March 2009) IP Office The Voicemail Node short code feature can also be used to access short code start points. It uses the short code start point name as the telephone number without surrounding brackets.
Voicemail Pro Page 147 15-601063 Issue 20l (03 March 2009) IP Office Administration: Routing Calls to Voicemail 4.4.6 Example Call Flow This example creates a Voicemail Pro module that allows callers to select the extension to which they want to be connected.
Voicemail Pro Page 148 15-601063 Issue 20l (03 March 2009) IP Office Creating a Matching Short Code A short code was needed that could be used to route callers to the SelfSelect module. 1. Start IP Office Manager and receive the configuration. 2. A new system short code was added so that it would be available to all callers.
Voicemail Pro Page 149 15-601063 Issue 20l (03 March 2009) IP Office Administration: Routing Calls to Voicemail 4.5 User Voicemail Access By default, a user can dial *17 to access their voicemail from their own extensio n.
Voicemail Pro Page 150 15-601063 Issue 20l (03 March 2009) IP Office 4.5.1 Giving Users Button Access A user's telephone can have buttons programmed to allow access to voicemail. Not all telephones support this feature, refer to the relevant guide for more information.
Voicemail Pro Page 151 15-601063 Issue 20l (03 March 2009) IP Office Administration: User Voicemail Access 9. Repeat for any other users. 10.Click to save the changes back to the IP Office system.
Voicemail Pro Page 152 15-601063 Issue 20l (03 March 2009) IP Office 4.5.2 Giving Users Access from Any Extension Access to voicemail from any extension can be given to either: · An individual user S.
Voicemail Pro Page 153 15-601063 Issue 20l (03 March 2009) IP Office Administration: User Voicemail Access 4.5.3 Giving Users Access from an External Location If users need to access their voicemail messages when they are away from the office, you can set up an Incoming Call Route in IP Office Manager with the destination as Voicemail.
Voicemail Pro Page 154 15-601063 Issue 20l (03 March 2009) IP Office 4.6 Mailbox Access Controls With IP Office mailbox owners can control their mailbox and messages in a number of ways after they have logged in to the mailbox. · Standard IP Office Mailbox Mode This is the only mode for Voicemail Lite.
Voicemail Pro Page 155 15-601063 Issue 20l (03 March 2009) IP Office Administration: Mailbox Access Controls 4.6.2 Automatic Message Deletion Messages are automatically deleted from the voicemail server after being played (including those played via the users IMS email client) after a set delay.
Voicemail Pro Page 156 15-601063 Issue 20l (03 March 2009) IP Office 4.7 Hunt Group Voicemail Hunt groups must first be set up in IP office. You can then use Voicemail Pro to configure the way in which voicemail works for a hunt group. Voicemail Provides a number of services for hunt groups.
Voicemail Pro Page 157 15-601063 Issue 20l (03 March 2009) IP Office Administration: Hunt Group Voicemail 4.7.1 Hunt Group Configuration in IP Office Voicemail can be configured for each hunt group in IP Office Manager. To change voicemail configuration for a hunt group: 1.
Voicemail Pro Page 158 15-601063 Issue 20l (03 March 2009) IP Office 4.7.2 Configuring Message Waiting Indication By default no message waiting indication (MWI) is provided for hunt groups. If required indication can be enabled for specific users including users who do not belong to the hunt group.
Voicemail Pro Page 159 15-601063 Issue 20l (03 March 2009) IP Office Administration: Hunt Group Voicemail 4.7.3 Configuring Group Broadcast If the Broadcast option is enabled, a message for a hunt group is copied to the individual user mailboxes of each hunt group member.
Voicemail Pro Page 160 15-601063 Issue 20l (03 March 2009) IP Office 4.7.4 Using a Short Code to Collect Voicemail To access messages for a hunt group, a short code can be created. For example, for a group called Main a short code can be added with the following properties.
Voicemail Pro Page 161 15-601063 Issue 20l (03 March 2009) IP Office Administration: Hunt Group Voicemail 4.7.5 Out of Hours Operation Voicemail Provides a number of greetings for groups. One of these is an Out of Hours Greeting. Through IP Office Manager or using a short code a hunt group can be taken in or out of service.
Voicemail Pro Page 162 15-601063 Issue 20l (03 March 2009) IP Office 4.7.6 Configuring Announcements When a caller is waiting to be answered or queuing, announcements can be played to the caller.
Voicemail Pro Page 163 15-601063 Issue 20l (03 March 2009) IP Office Administration: Hunt Group Voicemail Recording the Announcements The standard announcement used is "I am afraid all the operators are busy at the moment but please hold and you will be transferred when somebody becomes available .
Voicemail Pro Page 164 15-601063 Issue 20l (03 March 2009) IP Office 4.7.7 Customizing Announcements The announcements and actions provided to a caller can be customized using the Queued and Still Queued start points. · The Queued start point replaces the default Announcement 1.
Voicemail Pro Page 165 15-601063 Issue 20l (03 March 2009) IP Office Administration: Hunt Group Voicemail 4.7.8 Hunt Group Queuing If hunt group queuing options are enabled, a call will be held in a queue when all available extensions in the hunt group are busy.
Voicemail Pro Page 166 15-601063 Issue 20l (03 March 2009) IP Office 4.7.9 Customizing a Hunt Group Call Flow Voicemail Pro allows for customization of queuing operation through the use of Queued and Still Queued start points, either specific to a particular hunt group or default for all groups.
Voicemail Pro Page 167 15-601063 Issue 20l (03 March 2009) IP Office 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.
Voicemail Pro Page 168 15-601063 Issue 20l (03 March 2009) IP Office 4.8 Recording Calls As well as providing messaging services, Voicemail Pro can provide a call recording service. Call recording can be turned on manually. For more information, see Starting Manual Call Recording .
Voicemail Pro Page 169 15-601063 Issue 20l (03 March 2009) IP Office Administration: Recording Calls 4.8.1 Call Recording Warning In many locations, it is a local or national requirement to warn those involved in a call that they are being recorded.
Voicemail Pro Page 170 15-601063 Issue 20l (03 March 2009) IP Office 4.8.2 Changing the Recording Time For recordings being placed into a Voicemail Pro mailbox, the maximum recording time is 1 hour. To change the recording length: 1. Start the Voicemail Pro Client.
Voicemail Pro Page 171 15-601063 Issue 20l (03 March 2009) IP Office Administration: Recording Calls 4.8.4 Manual Call Recording There are several ways to start manually recording a telephone call. Phone Manager Pro Users can initiate call recording using Phone Manager Pro when they are working in Agent Mode.
Voicemail Pro Page 172 15-601063 Issue 20l (03 March 2009) IP Office To use the short code 1. During a call, put the caller on hold. 2. Dial the short code.
Voicemail Pro Page 173 15-601063 Issue 20l (03 March 2009) IP Office Administration: Recording Calls 4.8.4.1 Setting Manual Recording Options The IP Office Manager can be used to specify where recordings triggered by a user are placed: To configure a user's recording options: 1.
Voicemail Pro Page 174 15-601063 Issue 20l (03 March 2009) IP Office 4.8.4.2 Customizing Manual Recording Normally recording is performed by the Voicemail Pro server as a default task. However, a module named Record can be used to customize the operation of auto-recording.
Voicemail Pro Page 175 15-601063 Issue 20l (03 March 2009) IP Office Administration: Recording Calls 4.8.5 Automatic Call Recording The IP Office system can be configured to automatically record calls based on the user, hunt group, incoming call route or account code.
Voicemail Pro Page 176 15-601063 Issue 20l (03 March 2009) IP Office 4.8.5.1 Setting Automatic Recording Options Automatic recording can be configured for: · Calls received and/or made by a user . · Calls on a specific incoming call route . · Calls to a specific hunt group .
Voicemail Pro Page 177 15-601063 Issue 20l (03 March 2009) IP Office Administration: Recording Calls To set automatic call recording for a hunt group: 1. Open IP Office Manager and load the configuration from IP Office. 2. In the Navigation pane, click HuntGroup .
Voicemail Pro Page 178 15-601063 Issue 20l (03 March 2009) IP Office To set automatic call recording for an incoming call route: 1. Open IP Office Manager and load the configuration from IP Office. 2. In the Navigation pane, click Incoming Call Route .
Voicemail Pro Page 179 15-601063 Issue 20l (03 March 2009) IP Office Administration: Recording Calls To set automatic call recording for an outgoing account call: 1. Open IP Office Manager and load the configuration from IP Office. 2. In the Navigation pane, click Account Code .
Voicemail Pro Page 180 15-601063 Issue 20l (03 March 2009) IP Office 4.8.5.2 Customizing Auto Recording Normally auto-recording is performed by the Voicemail Pro server as a default task. However, a module named AutoRecord can be used to customize the operation of auto-recording.
Voicemail Pro Page 181 15-601063 Issue 20l (03 March 2009) IP Office Administration: Recording Calls 4.9 Announcements Announcements can be played when: · Callers are waiting to be answered or queued.
Voicemail Pro Page 182 15-601063 Issue 20l (03 March 2009) IP Office 4.9.2 Personal Announcements Voicemail Pro 4.0+ supports personal announcements that are played when a caller is queuing against a user's extension number.
Voicemail Pro Page 183 15-601063 Issue 20l (03 March 2009) IP Office Administration: Announcements 4.10 Support for Callers with Impaired Hearing TTY is a method of sending and receiving text messages within the speech path of telephone calls.
Voicemail Pro Page 184 15-601063 Issue 20l (03 March 2009) IP Office 4.10.1 Installing Voicemail Pro TTY Prompts You can select TTY prompts from the list of language options when you install Voicemail Pro. For more information, see Installation Overview .
Voicemail Pro Page 185 15-601063 Issue 20l (03 March 2009) IP Office Administration: Support for Callers with Impaired Hearing 4.10.4 Changing the Language Setting for a TTY Device An alternative to setting the user locale as TTY is to change the user's language setting in the Voicemail Pro call flows for that user.
Voicemail Pro Page 186 15-601063 Issue 20l (03 March 2009) IP Office 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.
Voicemail Pro Page 187 15-601063 Issue 20l (03 March 2009) IP Office Administration: Support for Callers with Impaired Hearing 4.11 Changing Language Voicemail Pro can be used in a wide range of languages. For external callers, the Voicemail Pro tries to match the Locale setting of the IP Office system.
Voicemail Pro Page 188 15-601063 Issue 20l (03 March 2009) IP Office 4.11.2 Changing the Language of System Prompts With the Select System Prompt action you can change the language that is used in a call flow from that of the IP Office system or the mailbox user's locale.
Voicemail Pro Page 189 15-601063 Issue 20l (03 March 2009) IP Office Administration: Changing Language 4.11.3 Changing the Language of Custom Prompts Instead of using multiple return points from a Lan.
Voicemail Pro Page 190 15-601063 Issue 20l (03 March 2009) IP Office 4.12 Mobile Twinning Mobile Twinning is a licensed feature. If Mobile Twinning is enabled in IP Office, a user can send internal and external calls to an external number, for example, their mobile telephone.
Voicemail Pro Page 191 15-601063 Issue 20l (03 March 2009) IP Office Administration: Mobile Twinning 4.12.1 Example Call Flow This example creates a Voicemail Pro module that allows a user to turn Mobile Twinning on or off. They can also set their mobile number.
Voicemail Pro Page 192 15-601063 Issue 20l (03 March 2009) IP Office Create a short code to test the call flow. 1. In IP Office Manager, add the following short code.
Voicemail Pro Page 193 15-601063 Issue 20l (03 March 2009) IP Office Administration: Mobile Twinning 4.13 Remote Voicemail Notification A user can be set up to receive notification of new voicemail messages when they are away from their main extension.
Voicemail Pro Page 194 15-601063 Issue 20l (03 March 2009) IP Office 4.13.1 Callback Voicemail callback is a service whereby the Voicemail Pro calls a specified number whenever the user receives a new voicemail message.
Voicemail Pro Page 195 15-601063 Issue 20l (03 March 2009) IP Office Administration: Remote Voicemail Notification The Default Callback Start Point In the example above a callback call flow was created for an individual users. The Default Callback start point can be used to create a default callback call flow for all users.
Voicemail Pro Page 196 15-601063 Issue 20l (03 March 2009) IP Office 4.13.2 Outcalling The Outcalling feature is only available when using Voicemail Pro 4.0+ in Intuity mode. Voicemail Pro can be configured to send notification that a new message has been received in a user's mailbox.
Voicemail Pro Page 197 15-601063 Issue 20l (03 March 2009) IP Office Administration: Remote Voicemail Notification 4.13.2.1 Setting the Outcalling Preferences The preferences in Voicemail Pro are set for global operation. Mailbox owners can configure their outcalling options from their telephone, for example, create their own time profile.
Voicemail Pro Page 198 15-601063 Issue 20l (03 March 2009) IP Office.
Voicemail Pro Page 199 15-601063 Issue 20l (03 March 2009) IP Office Using the Voicemail Pro Client Chapter 5..
Voicemail Pro Page 200 15-601063 Issue 20l (03 March 2009) IP Office 5. Using the Voicemail Pro Client This section describes how you can customize the operation of the Voicemail Pro server using the Voicemail Pro Client. The Voicemail Pro Client enables you to work on several servers remotely.
Voicemail Pro Page 201 15-601063 Issue 20l (03 March 2009) IP Office Using the Voicemail Pro Client: 5.1 The Main Voicemail Pro Window The Voicemail Pro Client is a Windows interface used to customize the Voicemail Pro Server.
Voicemail Pro Page 202 15-601063 Issue 20l (03 March 2009) IP Office 5.2 Toolbar Icons The Voicemail Pro screen includes the following icons. These may be grayed out according to which area of the Voicemail Pro screen is currently active. Save as . For more information, see Saving Changes and Making them Live .
Voicemail Pro Page 203 15-601063 Issue 20l (03 March 2009) IP Office Using the Voicemail Pro Client: Toolbar Icons 5.3 Saving Changes and Making them Live Voicemail Pro settings, such as call flow details, are stored in a database file ( Vmdata.mdb ).
Voicemail Pro Page 204 15-601063 Issue 20l (03 March 2009) IP Office 10.Click Save & Make Live before you close the Voicemail Pro Client to apply the imported file. The existing database is overwritten and a backup copy is saved in the folder DB Backup .
Voicemail Pro Page 205 15-601063 Issue 20l (03 March 2009) IP Office Using the Voicemail Pro Client: Including Other Files 5.6 Start Points Voicemail Pro consists of a number of start points.
Voicemail Pro Page 206 15-601063 Issue 20l (03 March 2009) IP Office This is a group that has one or more start points configured. It can be expanded to show the different start points. · Collect - Used when someone accesses the group's mailbox.
Voicemail Pro Page 207 15-601063 Issue 20l (03 March 2009) IP Office Using the Voicemail Pro Client: Start Points 5.6.1 Default Start Points The default start points can be used to create a sequence of actions that will be applied to all suitable calls unless a specific start point exists.
Voicemail Pro Page 208 15-601063 Issue 20l (03 March 2009) IP Office 5.6.2 Using Start Points Start points can be for individual users, hunt groups, short codes or default start points. All start points can be added, edited , renamed or deleted . To add a start point for a User or Group: 1.
Voicemail Pro Page 209 15-601063 Issue 20l (03 March 2009) IP Office Using the Voicemail Pro Client: Start Points To rename a user, group or short code start point: 1. In the Navigation pane, right-click the user, group or short code and select Rename .
Voicemail Pro Page 210 15-601063 Issue 20l (03 March 2009) IP Office 5.6.3 Viewing Call Flows as Text For support calls and diagnostic purposes it can be useful to view Voicemail Pro modules and start points as text files. You can then display the contents of the text file on the screen.
Voicemail Pro Page 211 15-601063 Issue 20l (03 March 2009) IP Office Using the Voicemail Pro Client: Start Points 5.7 System Variables A number of system variables exist which can be used to perform tasks. For example, $NAM can be used to speak the user's name within an action's entry prompt.
Voicemail Pro Page 212 15-601063 Issue 20l (03 March 2009) IP Office Available Variables · $CLI Holds the CLI of the caller if available. · $CP The 16 variables $CP0 to $CP15 are used to store values (call parameters) for the duration of a call within the call flow.
Voicemail Pro Page 213 15-601063 Issue 20l (03 March 2009) IP Office Using the Voicemail Pro Client: System Variables 5.7.1 User Defined Variables You can create user variables, the value of which can be set using a Set User Variable action within a call flow.
Voicemail Pro Page 214 15-601063 Issue 20l (03 March 2009) IP Office Example: 1. Add a variable called Reception . 2. Two start points need to be created, one for indicating when the reception is open, the other for when the reception is closed. When completed the call flows will look similar to the examples shown.
Voicemail Pro Page 215 15-601063 Issue 20l (03 March 2009) IP Office Using the Voicemail Pro Client: System Variables 5.8 Creating Modules Modules are reusable sets of actions. They allow you to create a sequence of actions that can be reused in another call flow.
Voicemail Pro Page 216 15-601063 Issue 20l (03 March 2009) IP Office 5.9 The Conditions Editor Conditions are constructed from a set of basic elements.
Voicemail Pro Page 217 15-601063 Issue 20l (03 March 2009) IP Office Using the Voicemail Pro Client: The Conditions Editor 5.9.1 Using the Condition Editor You can add elements to existing conditions, change the logic of a condition and delete elements and conditions.
Voicemail Pro Page 218 15-601063 Issue 20l (03 March 2009) IP Office When a condition has been created, elements can be added and altered. A condition can consist of multiple elements, including several elements of the same type. In the example there are conditions added complete with elements.
Voicemail Pro Page 219 15-601063 Issue 20l (03 March 2009) IP Office Using the Voicemail Pro Client: The Conditions Editor To change the logic setting of a condition: 1. Click Logic icon in the toolbar. 2. Select the required logic. · x|| (OR) · x+ (AND) · x! (NOT).
Voicemail Pro Page 220 15-601063 Issue 20l (03 March 2009) IP Office 5.9.2 Calendar The Calendar element is used to indicate which days of the year return true. Double-click a day to select or deselect the day. Selected days are shown with a shaded background, e.
Voicemail Pro Page 221 15-601063 Issue 20l (03 March 2009) IP Office Using the Voicemail Pro Client: The Conditions Editor 5.9.3 Week Planner The Week Planner element is used to set which time periods during a normal week return 'true'.
Voicemail Pro Page 222 15-601063 Issue 20l (03 March 2009) IP Office 5.9.4 Condition The Condition element is used to combine the value of an already existing condition. For example, using the week planner a working week is created, the week being 09:00 to 18:00, Monday to Friday every week.
Voicemail Pro Page 223 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Actions Chapter 6..
Voicemail Pro Page 224 15-601063 Issue 20l (03 March 2009) IP Office 6. Voicemail Pro Actions When a start point has been added, it can be linked to an action. Each action can have one or several results, depending on the type of action, and each result can be linked to a subsequent action.
Voicemail Pro Page 225 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Actions: 6.1 Connections The actions that are added to a start point must be connected before they can be used. The sequence of the connections determines how the call is routed through voicemail.
Voicemail Pro Page 226 15-601063 Issue 20l (03 March 2009) IP Office 6.2 Available Actions Once a start point has been added, it can be linked to an action. The available actions are divided into the following groups: · Start Point This special action is present by default in all call flows.
Voicemail Pro Page 227 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Actions: Available Actions · Select System Prompt Language Action Change the prompt language. Telephony Actions These actions relate to telephony functions such as call transfers.
Voicemail Pro Page 228 15-601063 Issue 20l (03 March 2009) IP Office Set a variable to a particular value. · Test User Variable Action Test the value of a variable. · Test Variable Action Check if user dialing matches set digits. Database Actions These actions relate to retrieving and adding data to a database.
Voicemail Pro Page 229 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Actions: Available Actions 6.3 Standard Action Tabs 6.3.1 General The General tab contains the action name. You can also enter notes about the action and protect a call flow by adding an access code.
Voicemail Pro Page 230 15-601063 Issue 20l (03 March 2009) IP Office 6.3.2 Entry Prompts The Entry Prompts tab is used to select the prompts to be played before the action performs its main role. Multiple prompts can be added and the order in which they are played adjusted.
Voicemail Pro Page 231 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Actions: Standard Action Tabs 6.3.3 Using the Wave Editor The Wave Editor is used by Voicemail Pro to select, record and play prompts. It can be used to select existing prompts or to record new prompts.
Voicemail Pro Page 232 15-601063 Issue 20l (03 March 2009) IP Office Some system variable can be played as prompts. For example: · $NAM - Plays the user name. · $CLI - Speaks the caller's CLI. · $RES - Plays the current result if it is a .wav file.
Voicemail Pro Page 233 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Actions: Standard Action Tabs 6.3.4 Specific The contents of this tab vary according to the type of action. In some cases this tab may have a different name, for example Touch Tones for the Menu action.
Voicemail Pro Page 234 15-601063 Issue 20l (03 March 2009) IP Office 6.3.6 Results This tab shows the results available from an action. For the majority of actions the results are fixed and appear grayed out, i.e. they cannot be changed. For some actions the results are variable.
Voicemail Pro Page 235 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Actions: Standard Action Tabs 6.4 Basic Actions Basic Actions These actions are chiefly used to control the routing of a call between actions. · Generic Action Can be used to simply play a prompt to the caller through its Entry Prompts tab.
Voicemail Pro Page 236 15-601063 Issue 20l (03 March 2009) IP Office 6.4.1 Generic The Generic action can be used to play a prompt to the caller. It can also be used to enter custom commands for the voicemail server. The maximum length for the string is 128 characters.
Voicemail Pro Page 237 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Actions: Basic Actions · Set absent message off: CFG:SET “< mailbox name or extension> ” absent_set 0 Disable the display of absence text to internal callers.
Voicemail Pro Page 238 15-601063 Issue 20l (03 March 2009) IP Office Example of a Custom String For example, using the command FWD:201#202#203#204#205## a message can be forwarded to multiple mailboxes. The message is recorded by a preceding Voice Question or Edit Play List Action .
Voicemail Pro Page 239 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Actions: Basic Actions 6.4.2 Speak Text The Speak text action allows any text to be spoken to the caller. To be able to use the Speak Text action you require TTS (Text to Speech) to be installed and licensed.
Voicemail Pro Page 240 15-601063 Issue 20l (03 March 2009) IP Office 6.4.3 Menu The Menu action allows you to specify DTMF tones for which you want to create connections to following actions. For example, a menu can be created that gives callers a choice of transfer locations.
Voicemail Pro Page 241 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Actions: Basic Actions · No of Retries (Voicemail Pro 4.2+) This option allows you to specify the number of retries a caller is allowed if they make an invalid entry or the timeout occurs.
Voicemail Pro Page 242 15-601063 Issue 20l (03 March 2009) IP Office 6.4.4 Goto The GoTo action will transfer the caller to another start point. To add a Goto action: 1. Click the Basic Actions icon and select GoTo . The GoTo action needs to contain details of where to transfer the caller to.
Voicemail Pro Page 243 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Actions: Basic Actions 6.4.5 Disconnect The Disconnect action disconnects the caller. To add a Disconnect action: 1. Click the Basic Actions icon and select Disconnect .
Voicemail Pro Page 244 15-601063 Issue 20l (03 March 2009) IP Office 6.5 Mailbox Actions Mailbox Actions These actions relate to the leaving and collecting of messages from a mailbox. · Get Mail Action Collect messages in a mailbox. · Leave Mail Action Leave message in a mailbox.
Voicemail Pro Page 245 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Actions: Mailbox Actions 6.5.1 Get Mail The Get Mail action allows access to the messages in the caller's mailbox or a specified mailbox. The caller then has access to the standard mailbox features setup for that mailbox.
Voicemail Pro Page 246 15-601063 Issue 20l (03 March 2009) IP Office 6.5.2 Leave Mail The Leave Mail action allows the caller to leave a message in the start point's mailbox or in a specified mailbox. To add a Leave Mail action: 1. Click the Mailbox Actions icon and select Leave Mail .
Voicemail Pro Page 247 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Actions: Mailbox Actions 6.5.3 Listen The Listen action allows the caller to leave a message in the start point's mailbox or in a specified mailbox. The caller can only leave a message and cannot access any other mailbox features.
Voicemail Pro Page 248 15-601063 Issue 20l (03 March 2009) IP Office 6.5.4 Voice Question The Voice Question action allows you to create a play list where the caller hears a sequence of prompts and their responses are recorded. If the play list is completed, a single file containing the recorded responses is created.
Voicemail Pro Page 249 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Actions: Mailbox Actions 6.5.5 Campaign The Campaign action can be used to either route a caller into a campaign or to allow an agent to access any messages left for a campaign.
Voicemail Pro Page 250 15-601063 Issue 20l (03 March 2009) IP Office 6.6 Configuration Actions Configuration Actions These actions allow a caller to change the settings of a user or hunt group mailbox. · Edit Play List Action Re-record a prompt. · Record Name Action Re-record a mailbox name .
Voicemail Pro Page 251 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Actions: Configuration Actions 6.6.1 Edit Play List With the Edit Play List action a caller can record a specified prompt file held on the voicemail server PC. This means that they can re-record prompts other than those for their own mailbox.
Voicemail Pro Page 252 15-601063 Issue 20l (03 March 2009) IP Office 6.6.3 Play Configuration Menu The Play Configuration action allows various users or hunt group settings to be altered. Because of the nature of this action it should always be protected by a PIN code in its General tab.
Voicemail Pro Page 253 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Actions: Configuration Actions 6.6.4 Select System Prompt Language The Select System Prompt Language action is supported on Voicemail Pro 1.2.6 or higher. It allows the system to alter the language spoken during a call flow.
Voicemail Pro Page 254 15-601063 Issue 20l (03 March 2009) IP Office 6.7 Telephony Actions Telephony Actions These actions relate to telephony functions such as call transfers. · Variable Routing Action Route on a match to a variable such as the caller's CLI.
Voicemail Pro Page 255 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Actions: Telephony Actions 6.7.1 Variable Routing This action routes calls based on whether a selected variable associated with the call matches any of the specified numbers.
Voicemail Pro Page 256 15-601063 Issue 20l (03 March 2009) IP Office Results The results includes a separate result for each number match string entered on the action's Specific tab plus a No Match result. Examples are: · 01707364725 will only match that number exactly.
Voicemail Pro Page 257 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Actions: Telephony Actions 6.7.2 Route Incoming Call The Route Incoming Call action has two results for which connections to following actions can be made. The results are Internal or External .
Voicemail Pro Page 258 15-601063 Issue 20l (03 March 2009) IP Office 6.7.4 Transfer The Transfer action transfers the caller to the extension that matches the mailbox selected. This is a blind transfer; if the call returns to the voicemail server again, for example if unanswered, it will be treated as a new call.
Voicemail Pro Page 259 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Actions: Telephony Actions 6.7.5 Whisper The Whisper action plays a recording to an extension.
Voicemail Pro Page 260 15-601063 Issue 20l (03 March 2009) IP Office 6.7.6 Call List With the Call List action a caller can indicate the extension to which they want to be transferred. If selected the caller can be restricted to selecting an extension within a particular group.
Voicemail Pro Page 261 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Actions: Telephony Actions 6.7.7 Dial by Name The Dial by Name action enables callers to enter the name of the person and/or group they want to contact by dialing on a keypad with ITU standard alphabet markings.
Voicemail Pro Page 262 15-601063 Issue 20l (03 March 2009) IP Office 6.7.8 Conferencing Center The Conferencing Center action is used in conjunction with the Avaya IP Office Conferencing Center if installed. It provides a route for callers to enter the conference ID and their conference PIN code.
Voicemail Pro Page 263 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Actions: Telephony Actions 6.7.9 Assisted Transfer The Assisted Transfer action transfers the caller to the specified number which can include IP Office short codes. The caller hears either silence or music on hold if installed.
Voicemail Pro Page 264 15-601063 Issue 20l (03 March 2009) IP Office Results The action has several possible results, used if the call is not answered at the transfer destination. MS-CRM Call Data Tagging Call Data Tags enable advanced scenarios to be built around your Microsoft CRM 3.
Voicemail Pro Page 265 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Actions: Telephony Actions 6.7.10 Alphanumeric The Alphanumeric action allows the caller to input text and numeric values directly from the telephone keypad with ITU standard alphabet markings.
Voicemail Pro Page 266 15-601063 Issue 20l (03 March 2009) IP Office To add an Alphanumeric action: 1. Click the Telephony Actions icon and select Alphanumeric . 2. Select the Specific tab. · Check the option Play Help if you want instruction to be given to the caller explaining how to enter information.
Voicemail Pro Page 267 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Actions: Telephony Actions 6.8 Miscellaneous Actions Miscellaneous Actions · eMail Action Email a recording . · Open Door Action Open and/or close a door relay. · Alarm Set Action Set an alarm call time.
Voicemail Pro Page 268 15-601063 Issue 20l (03 March 2009) IP Office 6.8.1 eMail The eMail action is used to send a recording to a specific email address. To add an eMail action: 1. Click the Miscellaneous Actions icon and select eMail . 2. Select the Specific tab.
Voicemail Pro Page 269 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Actions: Miscellaneous Actions 6.8.2 Open Door The Open Door action activates either of the door entry relays provided on the IP Office Control Unit. To add a Open Door action: 1.
Voicemail Pro Page 270 15-601063 Issue 20l (03 March 2009) IP Office 6.8.3 Alarm Set The Alarm Set action prompts the caller to specify the time at which they want an alarm call and to record a message for the alarm call. The voicemail server will then call the user at that time.
Voicemail Pro Page 271 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Actions: Miscellaneous Actions 6.8.5 Post Dial The Post Dial action can be used to connect another extension to a specified call flow start point or to play a recording to that extension.
Voicemail Pro Page 272 15-601063 Issue 20l (03 March 2009) IP Office 6.8.6 VB Script The VB Script action allows an administrator to construct additional call flow logic using VBScript commands. A number of predefined methods and system variables are available.
Voicemail Pro Page 273 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Actions: Miscellaneous Actions 6.8.7 Remote Call Flow The Remote Call Flow action allows a call flow, in the form of a .vmp file, developed elsewhere to be included in an existing call flow.
Voicemail Pro Page 274 15-601063 Issue 20l (03 March 2009) IP Office 6.9 Condition Actions Condition Actions These actions are used to create branches in the call routing according to whether a value is true or false. · Test Condition Action Test whether a condition is true or false.
Voicemail Pro Page 275 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Actions: Condition Actions 6.9.1 Test Condition The Test Condition action has following connections for true and false. Conditions are set through the Conditions Editor.
Voicemail Pro Page 276 15-601063 Issue 20l (03 March 2009) IP Office 6.9.2 Set User Variable The Set User Variable action sets a variable to a particular value. Other call flows may then use the Test User Variable action to check whether the variable has a particular value.
Voicemail Pro Page 277 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Actions: Condition Actions 6.9.3 Test User Variable The Test User Variable action has true and false connections that are followed according to whether a user variable matches a particular value.
Voicemail Pro Page 278 15-601063 Issue 20l (03 March 2009) IP Office 6.9.4 Test Variable For Voicemail Pro 4.2+, the Test Variable action has been added and replaces the previous Check Digits action. It allows calls to be routed based on matching the value of a system variable to a specified value.
Voicemail Pro Page 279 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Actions: Condition Actions Results The action will have results for connection to following actions in the call flow based on the selected option on the Specific tab plus the following: · No Match This result is used if no match is found.
Voicemail Pro Page 280 15-601063 Issue 20l (03 March 2009) IP Office 6.10 Database Actions Database Actions These actions relate to retrieving and adding data to a database. The use of database actions with Voicemail Pro requires entry of a VMPro Database Interface license in the IP Office configuration.
Voicemail Pro Page 281 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Actions: Database Actions 6.10.1 Database Open The Database Open action opens a link to a third party database. If connection to the database succeeds, the result is OK , otherwise the result is FAIL .
Voicemail Pro Page 282 15-601063 Issue 20l (03 March 2009) IP Office 6.10.3 Database Get Data Once a query has been made against a database (see Database Execute Action ), either a single result or a set of results are returned. The Database Get Data action will allow access to the data items if a set of results are returned.
Voicemail Pro Page 283 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Actions: Database Actions 6.11 Queue Actions Queue Actions These actions are associated with hunt group queues and are not available to user and short code start points.
Voicemail Pro Page 284 15-601063 Issue 20l (03 March 2009) IP Office 6.11.1 Queue ETA The Queue ETA action plays the estimated time to answer (ETA) in minutes to a queued caller. The ETA is calculated based on the queued time in the previous hour of the last 5 queued and answered calls.
Voicemail Pro Page 285 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Actions: Queue Actions 6.11.2 Queue Position The Queue Position action plays the caller their position within the queue of calls for the group. The queue position is supplied by the IP Office when it requests a queue or still queued message is played to a caller.
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Voicemail Pro Page 287 15-601063 Issue 20l (03 March 2009) IP Office Prompts Chapter 7..
Voicemail Pro Page 288 15-601063 Issue 20l (03 March 2009) IP Office 7. Prompts 7.1 US English Intuity Prompts The following a list of the numbered .wav files used by Voicemail Pro for US English. These are predominately, though not exclusively, used for Intuity mailbox features.
Voicemail Pro Page 289 15-601063 Issue 20l (03 March 2009) IP Office Prompts: US English Intuity Prompts WAV File Intuity Prompt 105 "To restart at the activity menu press *R". 108 "You are recording a message". 109 "Later".
Voicemail Pro Page 290 15-601063 Issue 20l (03 March 2009) IP Office WAV File Intuity Prompt 209 "Cannot modify another subscriber's list". 210 "Please enter a new password". 211 "To 15 digits". 212 "Please enter password again for confirmation, to delete the password you just entered press *D".
Voicemail Pro Page 291 15-601063 Issue 20l (03 March 2009) IP Office Prompts: US English Intuity Prompts WAV File Intuity Prompt 315 "June". 316 "July". 317 "August". 318 "September". 319 "October". 320 "November".
Voicemail Pro Page 292 15-601063 Issue 20l (03 March 2009) IP Office WAV File Intuity Prompt 388 "To skip press the # key". 390 "O" (Oh) 391 - 450 "One" to "sixty". For zero see 585.wav 451 "Seventy". 452 "Eighty".
Voicemail Pro Page 293 15-601063 Issue 20l (03 March 2009) IP Office Prompts: US English Intuity Prompts WAV File Intuity Prompt 651 "The message will be private and priority". 681 "Sorry cannot leave a message now because this users mailbox is full".
Voicemail Pro Page 294 15-601063 Issue 20l (03 March 2009) IP Office WAV File Intuity Prompt 797 "To use the same greeting for all calls press 5". 810 "External". 812 "No answer". 814 "Calls". 815 "You are administering your personal greetings".
Voicemail Pro Page 295 15-601063 Issue 20l (03 March 2009) IP Office Prompts: US English Intuity Prompts WAV File Intuity Prompt 977 "Name not found". 987 "Enter last name of the person". 990 "To record and send voicemail messages press 1".
Voicemail Pro Page 296 15-601063 Issue 20l (03 March 2009) IP Office WAV File Intuity Prompt 1464 "To forward with comments press 12". 1465 "To record a new message press 14". 1466 "To respond to or forward the message press 1".
Voicemail Pro Page 297 15-601063 Issue 20l (03 March 2009) IP Office Prompts: US English Intuity Prompts WAV File Intuity Prompt 2071 "You are specifying the telephone number of a fax machine". 4409 -4434 Alphabetic characters "A" to "Z".
Voicemail Pro Page 298 15-601063 Issue 20l (03 March 2009) IP Office WAV File Intuity Prompt G0108 "Other". G0109 "SMS". G0110 "Voicemail". G0111 "Escalation". G0112 "An escalation list". G0113 "Extension".
Voicemail Pro Page 299 15-601063 Issue 20l (03 March 2009) IP Office Prompts: US English Intuity Prompts WAV File Intuity Prompt G0204 "The number is". G0205 "Number is". G0206 "Number". G0207 "To change numbers".
Voicemail Pro Page 300 15-601063 Issue 20l (03 March 2009) IP Office WAV File Intuity Prompt G0274 "For all new private messages". G0275 "For all new priority private messages". G0278 "Enter the time in second and #". G0279 "Enter the new number and #".
Voicemail Pro Page 301 15-601063 Issue 20l (03 March 2009) IP Office Prompts: US English Intuity Prompts WAV File Intuity Prompt G0411 "To modify your callback options". G0412 "To modify your DND options". G0413 "To modify your email mode options".
Voicemail Pro Page 302 15-601063 Issue 20l (03 March 2009) IP Office WAV File Non-Intuity Prompt aa_03 "Good evening and thank you for calling. Please key in the required extension number or hold the line for other options". aa_04 "Please hold while we try to connect you".
Voicemail Pro Page 303 15-601063 Issue 20l (03 March 2009) IP Office Prompts: English Non-Intuity Prompts WAV File Non-Intuity Prompt dbn_03 "To select". dbn_04 "# for next". dbn_05 "*# for previous". dbn_06 "And #".
Voicemail Pro Page 304 15-601063 Issue 20l (03 March 2009) IP Office WAV File Non-Intuity Prompt ivr_24 "Email options". ivr_25 "Alert email on incoming message". ivr_26 "Copy messages to email". ivr_27 "Forward messages to email".
Voicemail Pro Page 305 15-601063 Issue 20l (03 March 2009) IP Office Prompts: English Non-Intuity Prompts WAV File Non-Intuity Prompt mo_08 "August" mo_09 "September" mo_10 "October" mo_11 "November" mo_12 "December" no_ "Number".
Voicemail Pro Page 306 15-601063 Issue 20l (03 March 2009) IP Office WAV File Non-Intuity Prompt ssb_03 "None". ssb_04 "Midnight". ssb_05 "And". ssb_06 "Date". ssb_07 "Deleted". ssb_08 "T number".
Voicemail Pro Page 307 15-601063 Issue 20l (03 March 2009) IP Office Prompts: English Non-Intuity Prompts WAV File Non-Intuity Prompt tim_m01 "One minute".
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Voicemail Pro Page 309 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Examples Chapter 8..
Voicemail Pro Page 310 15-601063 Issue 20l (03 March 2009) IP Office 8. Voicemail Pro Examples 8.1 Using VB Script The VB Script action allows an administrator to construct additional call flow logic using VBScript commands. A number of predefined methods and system variables are available.
Voicemail Pro Page 311 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Examples: Using VB Script 8.1.1 VBScript Properties 8.1.1.1 Overview The following properties can be accessed within VBScripts. Note that unless otherwise stated they are session based.
Voicemail Pro Page 312 15-601063 Issue 20l (03 March 2009) IP Office 8.1.1.2 CallingParty Property The CallingParty property returns the caller id associated with the voicemail session used for VBS interaction with Voicemail (equivalent to $CLI system variable).
Voicemail Pro Page 313 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Examples: Using VB Script 8.1.1.4 LastAccessedMsg Property The LastAccessedMsg property returns the name of the last recorded message. If the IP Office TUI is used then this will also contain the name of the last played message.
Voicemail Pro Page 314 15-601063 Issue 20l (03 March 2009) IP Office 8.1.1.6 Name Property The Name property returns the name of the mailbox associated with the voicemail session used for VBScript interaction with Voicemail (equivalent to $NAM system variable).
Voicemail Pro Page 315 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Examples: Using VB Script 8.1.1.9 PositionInQueue Property The PositionInQueue property returns the $QPOS voicemail system variable. This is the user’s current position in the queue and is only available for queued and still queued call flows.
Voicemail Pro Page 316 15-601063 Issue 20l (03 March 2009) IP Office 8.1.1.11 SavedMsgs Property The SavedMsgs property returns the number of saved messages contained within the session mailbox. · Owning object: vmprov5.voicescript · String: · Set: This property is read-only.
Voicemail Pro Page 317 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Examples: Using VB Script 8.1.2 VBScript Methods 8.1.2.1 ForwardMsg Method The ForwardMsg method is used to forward a file or message to other mailboxes.
Voicemail Pro Page 318 15-601063 Issue 20l (03 March 2009) IP Office 8.1.2.3 FullFilename Method The FullFilename method is used to translate the shortcut filename to the equivalent fully qualified pathname for the file.
Voicemail Pro Page 319 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Examples: Using VB Script 8.1.2.5 GetDTMF Method The GetDTMF method is used to return user’s DTMF input.
Voicemail Pro Page 320 15-601063 Issue 20l (03 March 2009) IP Office 8.1.2.7 GetExtension Method The GetExtension method is used to obtain an extension.
Voicemail Pro Page 321 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Examples: Using VB Script 8.1.2.10 GetMailboxMessage Method The GetMailboxMessage method is used to obtain a message within a mailbox.
Voicemail Pro Page 322 15-601063 Issue 20l (03 March 2009) IP Office 8.1.2.12 GetMessagePriority Method The GetMessagePriority method is used to determine whether the message was left with priority. Voice. GetMessagePriority( mailbox As String, message As String ) As Boolean · Parameters · mailbox - The mailbox that the message belongs to.
Voicemail Pro Page 323 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Examples: Using VB Script 8.1.2.15 GetName Method The GetName method is used to obtain the $NAM session variable. Voice. GetName( [ dlgid As Long = 0] ) As String · Parameters · dlgid - The connection ID as passed in to the script.
Voicemail Pro Page 324 15-601063 Issue 20l (03 March 2009) IP Office 8.1.2.18 GetPositionInQueue Method The GetPositionInQueue method is used to obtain the $QPOS session variable. Voice. GetPositionInQueue ( [ dlgid As Long = 0] ) As String · Parameters · dlgid - The connection ID as passed in to the script.
Voicemail Pro Page 325 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Examples: Using VB Script 8.1.2.21 GetSavedMsgs Method The GetSavedMsgs method is used to obtain the number of saved messages contained within the session’s mailbox. Voice.
Voicemail Pro Page 326 15-601063 Issue 20l (03 March 2009) IP Office 8.1.2.24 MessageCLI Method The MessageCLI method is used to obtain the CLI of the caller that left the message within a mailbox. Voice. MessageCLI( mailbox As String, message As String ) As String · Parameters · mailbox - The mailbox that the message belongs to.
Voicemail Pro Page 327 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Examples: Using VB Script 8.1.2.27 MessageTime Method The MessageTime method is used to obtain the date and time the message was left within a mailbox.
Voicemail Pro Page 328 15-601063 Issue 20l (03 March 2009) IP Office 8.1.2.29 PlayLocaleWav Method The PlayLocaleWav method is used to play a wave file through voicemail to the active connection taking into account the system locale.
Voicemail Pro Page 329 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Examples: Using VB Script 8.1.2.30 PlayWav Method The PlayWav method is used to play a wave file through voicemail to the active connection.
Voicemail Pro Page 330 15-601063 Issue 20l (03 March 2009) IP Office S ub Main (dlgid) dim registration Set Voice = CreateObject("vmprov5.voicescript") registration = Voice.
Voicemail Pro Page 331 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Examples: Using VB Script 8.1.2.31 RecordMsg Method The RecordMsg method is used to record a user’s speech input to the specified file.
Voicemail Pro Page 332 15-601063 Issue 20l (03 March 2009) IP Office 8.1.2.33 Register Method The Register method is used to determine whether the voicemail session that was used to launch the VB script is still active. Voice. Register( dlgid As Long ) As Boolean · Parameters · dlgid - An ID that is associated with the Voicemail connection.
Voicemail Pro Page 333 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Examples: Using VB Script 8.1.2.35 SetMailboxMessage Method The SetMailboxMessage method is used to modify a message within a mailbox.
Voicemail Pro Page 334 15-601063 Issue 20l (03 March 2009) IP Office 8.1.2.37 SetResult Method The SetResult method is used to set the $RES session variable. Voice.SetResult( result As String, [dlgid As Long = 0] ) · Parameters · result - The new value for the $RES variable.
Voicemail Pro Page 335 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Examples: Using VB Script 8.1.2.40 Speak Method The Speak method is used to speak out the specified speech provided TTS has been licensed.
Voicemail Pro Page 336 15-601063 Issue 20l (03 March 2009) IP Office 8.2 IVR: Connecting Voicemail Pro to a Database Voicemail Pro call flows can interact, read and write data, with almost any Windows database that supports ODBC (Open Database Connectivity) and SQL (Structured Query Language) format.
Voicemail Pro Page 337 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Examples: IVR: Connecting Voicemail Pro to a Database 8.2.1 Example 8.2.1.1 Database Scenario In this call flow example, an auto-attendant has been created to allow callers to order books.
Voicemail Pro Page 338 15-601063 Issue 20l (03 March 2009) IP Office 8.2.1.2 Retrieving Data from the Database The Bookshop_Welcome module allows callers to choose to search the database by either the books ISBN number or the author's name. The screen below shows the call flow module used when a search by ISBN is selected.
Voicemail Pro Page 339 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Examples: IVR: Connecting Voicemail Pro to a Database Database Open Action The Database Open Action is used to link to the bookshop database. The specific tab of the action contains the location of the database.
Voicemail Pro Page 340 15-601063 Issue 20l (03 March 2009) IP Office Database Execute Action The Database Execute Action contains a query against the open database, in this example it concerns the ISBN captured in the previous menu action.
Voicemail Pro Page 341 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Examples: IVR: Connecting Voicemail Pro to a Database 4. When the query has been entered the SQL wizard is closed. The specific tab of the action will contain the entered query, see example shown below.
Voicemail Pro Page 342 15-601063 Issue 20l (03 March 2009) IP Office 8.2.1.3 Returning Data from the Database The Bookshop_CurrentBookSpeakDetails module tells the caller the book title, the author's name and the cost of the book matching the ISBN that they entered.
Voicemail Pro Page 343 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Examples: IVR: Connecting Voicemail Pro to a Database Speak Book Title The Speak Book Title action is used to tell the caller the book title associated with the ISBN that was entered.
Voicemail Pro Page 344 15-601063 Issue 20l (03 March 2009) IP Office 8.2.1.4 Entering Details into the Database The caller is given an option to buy the book.
Voicemail Pro Page 345 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Examples: IVR: Connecting Voicemail Pro to a Database Collect Callers Details Details can be entered into a database by a caller. In this example we collect the caller's credit card number, expiry date and telephone number.
Voicemail Pro Page 346 15-601063 Issue 20l (03 March 2009) IP Office 8.3 Dial by Name The Dial by Name action allows callers to indicate the user or group that they require by dialing the name on their telephone keypad and then making a selection from the matches found.
Voicemail Pro Page 347 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Examples: Dial by Name 8.3.1 Example Call Flow In this example, after selecting a name using the Dial by Name service, the caller is transferred to the matching extension.
Voicemail Pro Page 348 15-601063 Issue 20l (03 March 2009) IP Office 8.3.2 Adding a Record Name Module This module allows users to record/re-record their mailbox name. This, or a similar module, is necessary if Voicemail Pro is using IP Office mailbox mode.
Voicemail Pro Page 349 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Examples: Dial by Name 8.3.3 Using the Name Table It is possible to create a service that will allow access to re-record the name of any mailbox.
Voicemail Pro Page 350 15-601063 Issue 20l (03 March 2009) IP Office 8.4 Campaigns A campaign is a series of questions and answers. Callers to a campaign hear the questions and give their responses, either by speaking or using the telephone keypad.
Voicemail Pro Page 351 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Examples: Campaigns 8.4.1 Managing Campaigns A Campaign Wizard is used to manage campaigns. You can create new campaigns, modify existing campaigns and delete campaigns.
Voicemail Pro Page 352 15-601063 Issue 20l (03 March 2009) IP Office 2. Click Next . The Campaign Wizard Select an existing Campaign to delete window opens. 3. Click the required campaign and click Next . The last campaign wizard window opens confirming that the selected campaign will be deleted.
Voicemail Pro Page 353 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Examples: Campaigns 8.4.2 Customer Prompts The Customer Prompt window of the Campaign Wizard is used to set the sequence of questions that are played to callers and to record their responses.
Voicemail Pro Page 354 15-601063 Issue 20l (03 March 2009) IP Office 8.4.3 Customer Menu After completing the sequence of questions and responses, the caller can be offered a menu of options. The Customer Menu window of the Campaign Wizard is used to select the options available.
Voicemail Pro Page 355 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Examples: Campaigns 8.4.4 Campaign Identification The Campaign Identification window of the Campaign Wizard is used to set a park location for the campaign and to name the campaign.
Voicemail Pro Page 356 15-601063 Issue 20l (03 March 2009) IP Office The Park Slot number assigned to the Campaign can be used with programmable buttons. The advantage is that if the telephone has a message waiting lamp, the lamp will be lit when there are campaign messages waiting to be processed.
Voicemail Pro Page 357 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Examples: Campaigns 8.4.6 Using the Web Campaign The Web Campaign Component allows access to play and change the status of campaign messages through a Web browser. · Anyone who wants to use the web campaigns must have Microsoft Internet Explorer 5.
Voicemail Pro Page 358 15-601063 Issue 20l (03 March 2009) IP Office 6. Click Continue . The Campaign Web interface opens. 7. Select the campaign results that you want to view.
Voicemail Pro Page 359 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Examples: Campaigns 9. Click Submit to view the results. The details are listed in the main part of the window.
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Voicemail Pro Page 361 15-601063 Issue 20l (03 March 2009) IP Office Appendix Chapter 9..
Voicemail Pro Page 362 15-601063 Issue 20l (03 March 2009) IP Office 9. Appendix 9.1 Installing IMS Integrated Messaging Service (IMS) is an addition component to Voicemail Pro. It allows users to deal with voicemail messages through their normal email interface (Microsoft Outlook or Exchange).
Voicemail Pro Page 363 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing IMS 9.1.1 IMS Limitations IMS is designed to work in a system that comprises one IP Office and one Microsoft Exchange Server.
Voicemail Pro Page 364 15-601063 Issue 20l (03 March 2009) IP Office 9.1.2 IMS Components IMS consists of the following components. · Voicemail Pro Provides voicemail services to the IP Office users.
Voicemail Pro Page 365 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing IMS 9.1.3 IMS Client PC Requirements These are the general requirement for a user PC to run the IMS Client application.
Voicemail Pro Page 366 15-601063 Issue 20l (03 March 2009) IP Office 9.1.4 IMS Server PC Requirements In addition to the Voicemail Pro server requirements, IMS requires the following. · The voicemail server to use MAPI. · Access to a Microsoft Exchange 5.
Voicemail Pro Page 367 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing IMS 9.1.5 IMS Server Installation 9.1.5.1 Installation Checks Before proceeding with installation ensure that the following requirements are meet: 1. Preparation 1.
Voicemail Pro Page 368 15-601063 Issue 20l (03 March 2009) IP Office 9.1.5.2 Creating the IMS Account A domain user and mailbox account must already exist for the account named IMS. For information about creating this account, see Creating and Configuring the IMS Account.
Voicemail Pro Page 369 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing IMS 9.1.5.3 IMS Server Preparation 1. ¨ Do not proceed with this process until you have completed the steps in Creating the IMS Account . 2. ¨ Log on to the server PC using the IMS account and check the follow requirements.
Voicemail Pro Page 370 15-601063 Issue 20l (03 March 2009) IP Office 11. Disable Network Card Power Saving Disable any Network Card including the power save options for the NIC card under the properties of the installed network card.
Voicemail Pro Page 371 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing IMS 9.1.5.4 Entering the IMS Licenses The Voicemail Pro must have licenses for itself, any additional voicemail ports required and for IMS. You must check that these have been entered into the IP Office systems configuration and that they are valid.
Voicemail Pro Page 372 15-601063 Issue 20l (03 March 2009) IP Office 9.1.5.5 Installing the IMS and Voicemail Pro Software Do not start to install the IMS software before you have completed the necessary pre-installation checks. To install the IMS and Voicemail Pro Software: 1.
Voicemail Pro Page 373 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing IMS 16.1. Voicemail Pro Campaign Web Component is not required for IMS but is installed as part of a typical VoicemailProServer installation.
Voicemail Pro Page 374 15-601063 Issue 20l (03 March 2009) IP Office 19.In the Service Account Name window, type the User Name and Password for the IMS account created previously on the domain and Exchange server. 19.1. Alternatively, click Browse and select from the list of available network accounts.
Voicemail Pro Page 375 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing IMS 27. The IP Office Voicemail Pro - System Settings window opens. 28. Select the required logging levels. Logging may be useful for fault diagnostics. You can switch logging off after you have verified that IMS is working correctly.
Voicemail Pro Page 376 15-601063 Issue 20l (03 March 2009) IP Office 31.Click Next. The IP Office Voicemail Pro - Email Settings window opens. 32.In the Account Details field, type the name of the account IMS . Alternatively, click Browse and find the IMS account.
Voicemail Pro Page 377 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing IMS 9.1.5.6 Check the IMS Services If Voicemail Pro has been installed successfully, the voicemail service is started automatically. However it is useful to check them and to know how to stop-start the services manually.
Voicemail Pro Page 378 15-601063 Issue 20l (03 March 2009) IP Office 9.1.5.7 Initializing the Call Flow This stage will check both that the Voicemail Pro Client can connect to the Voicemail Pro Server, and also initialize the call flows. To Initialize the Voicemail Pro Call Flow: 1.
Voicemail Pro Page 379 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing IMS 9.1.5.8 Associating Voice Mailboxes with Email Addresses When you have installed IMS, started the Voicemail Pro server, you are ready to associate the user voicemail mailboxes with email mailboxes on the Exchange Server.
Voicemail Pro Page 380 15-601063 Issue 20l (03 March 2009) IP Office 9.1.6 IMS Client Installation 9.1.6.1 IMS Client Requirements During installation of the IMS Server, the IMS Client Installer package is copied to C:Program FilesAvayaIP OfficeVoicemail ProIMSClient and is automatically shared as IMSClient .
Voicemail Pro Page 381 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing IMS 9.1.6.2 Adjusting DCOM Settings Microsoft have significantly increased the security around many operations included application access to functions such as email.
Voicemail Pro Page 382 15-601063 Issue 20l (03 March 2009) IP Office B2a. Setting the Changes in a DCOM Security Policy Setting all DCOM security settings for a domain to work with IMS.
Voicemail Pro Page 383 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing IMS 3. Double click Default Domain Policy . Drill down to Computer | Windows Settings | Security Settings | Local Policies | Security Options . 4. Search for the DCOM Machine Access Restrictions .
Voicemail Pro Page 384 15-601063 Issue 20l (03 March 2009) IP Office 7. Click OK. 8. Repeat this process for all DCOM entries..
Voicemail Pro Page 385 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing IMS B2b. DCOM Settings for a Windows 2000 PC This process adjusts the DCOM settings on an individual PC running Windows 2000. 1. Select Start | Run . 2. Enter DCOMCNFG and click OK .
Voicemail Pro Page 386 15-601063 Issue 20l (03 March 2009) IP Office 4. Click on the Default Security tab. 5. Click on the Edit Default button for Default Access Permissions .
Voicemail Pro Page 387 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing IMS 7. Click on the Edit Default button for Default Launch Permissions . 8. The Everyone Group should have Allow Launch set. Click OK . 9. Click on Edit Default button for Default Configuration Permissions .
Voicemail Pro Page 388 15-601063 Issue 20l (03 March 2009) IP Office B2c. DCOM Settings for XP Pro SP2 and Windows 2003 SP1 PC's This process adjusts the DCOM settings on an individual PC running either Windows XP Pro SP2 or Windows 2003 SP1. 1. Select Start | Run .
Voicemail Pro Page 389 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing IMS 5. Select the COM Security tab. Note: Windows XP , Windows XP Service Pack 1 and Windows Server 2003 without SP1 will only have Edit Defaults.
Voicemail Pro Page 390 15-601063 Issue 20l (03 March 2009) IP Office 6. Edit the limits for Access Permissions and Launch and Activation Permissions to allow Remote Access and Remote Launch/Activation permissions for Anonymous Logon and Everyone . Note: Windows XP, Windows XP SP1, and Windows 2000 Server grant the Everyone all Permissions.
Voicemail Pro Page 391 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing IMS 7. On the Default Properties tab set the following: · Enable Distributed Com on this computer. · Default Authentication Level set to NONE . · Default Impersonation Level set to Impersonate .
Voicemail Pro Page 392 15-601063 Issue 20l (03 March 2009) IP Office 9.1.6.3 Installing the IMS Client Software To install the IMS Client software: 1. Do not proceed with this process until you have completed the steps in Adjusting DCOM Settings .
Voicemail Pro Page 393 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing IMS 9.1.6.4 Opening the Firewall It is necessary to create firewall exceptions for the IMS client application after its installation.
Voicemail Pro Page 394 15-601063 Issue 20l (03 March 2009) IP Office 9.1.6.5 Testing IMS Client Installation Typically, when starting Outlook if there is a IMS connection error, a message may be received while Outlook is starting, asking for a user name and password.
Voicemail Pro Page 395 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing IMS 4.3. You will have to close and reopen Outlook for it to appear. 4.4. You should see a Telephone Icon in the mail message when you have a voicemail message. 4.
Voicemail Pro Page 396 15-601063 Issue 20l (03 March 2009) IP Office To Manually Install the Form 1. In Outlook select Tools | Option s. 2. Select the Other tab. 3. Click Advanced Options . 4. Click Custom Forms and then Manage Forms . 5. Click Install and browse to and select C:Program FilesAvayaIMS ClientUMSForm.
Voicemail Pro Page 397 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing IMS 9.1.6.6 Observing Exchange Operation It is useful to check that the IMS Account has logged onto the Exchange Server correctly. To check and observe IMS operation: 1.
Voicemail Pro Page 398 15-601063 Issue 20l (03 March 2009) IP Office 9.1.7 Maintenance 9.1.7.1 Upgrading Upgrade from Voicemail Pro below version 3.2 It is important that the settings of an existing Voicemail Pro are exported before any upgrade.
Voicemail Pro Page 399 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing IMS 17. Install the New Software The next step is to install the upgrade software. For more information see Installing Voicemail Pro: Overview above and then refer to the sections that relate to the type of Voicemail Pro that you intend to install.
Voicemail Pro Page 400 15-601063 Issue 20l (03 March 2009) IP Office 9.1.7.2 IMS Service Logging If IMS is installed the Systems Settings tab is available. You can specify the level of service logging for the IMS Gateway Server service and the IMS Voice Server service.
Voicemail Pro Page 401 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing IMS 9.1.7.3 IMS Host Server Name If IMS is installed the Path Settings tab is available. You need to specify the computer name of the server PC that is hosting the IMS Voice Service.
Voicemail Pro Page 402 15-601063 Issue 20l (03 March 2009) IP Office 9.1.7.4 IMS Email Settings You can configure certain email settings such as the account to use for email and the way in which .wav files are transmitted. To configure email settings 1.
Voicemail Pro Page 403 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing IMS 9.1.7.5 Troubleshooting DCOM Issues Checking both the following options allows DCOM errors to be seen. · Enable Auditing When you first set up a Windows server or Workstation, the default setting for system wide audits is "disabled".
Voicemail Pro Page 404 15-601063 Issue 20l (03 March 2009) IP Office 9.1.7.6 Tracing in Debug Many applications, including Voicemail Pro and IMS, output activity messages that are viewable in Debug View (DbgView). This application can be downloaded from http://marketingtools.
Voicemail Pro Page 405 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing IMS Filtering 1. Select View | Debug Filters . 2. Select the module for which you want to increase/decrease reporting. 3. In the right hand panel adjust the level of reporting.
Voicemail Pro Page 406 15-601063 Issue 20l (03 March 2009) IP Office Gateway HKEY_LOCAL_MACHINESOFTWAREAVAYAIntegrated MessagingGateway Debugging This key must be enabled to allow tracing using the other keys below. ChannelEvtSinkTracing Provide tracing about speech channel events received.
Voicemail Pro Page 407 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing IMS IMS Client Keys HKEY_CURRENT_USERSoftwareAvayaIntegrated MessagingClient EnableTracing This key must be enabled to allow tracing using the other keys below. ConstructorTracing This provides some tracing for when certain COM objects are constructed.
Voicemail Pro Page 408 15-601063 Issue 20l (03 March 2009) IP Office 9.1.7.7 IMS Installation Alternatives The IMS Server actually consists of two components in addition to the Voicemail Pro service, these are: · IMS Gateway Service. · IMS Voice Service.
Voicemail Pro Page 409 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing IMS 9.1.8 Known Issues 9.1.8.1 Problems Connecting to IMS on a Domain Controller Scenario Voicemail Pro with IMS will run on a PC running on a Domain Controller.
Voicemail Pro Page 410 15-601063 Issue 20l (03 March 2009) IP Office On the Server In dcomcnfg, verify that the Identity of the account that you are using to run the IMS Gateway, IMS Voice, and IMS Restart Services are the same Domain account you are using to start the Voicemail Pro and IMS services.
Voicemail Pro Page 411 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing IMS 9.1.8.3 Unspecified Error 80004005 When selecting the handset to playback the message, a dialog box similar to the message below may be received. This error is typically only seen when selecting the handset as the Output device.
Voicemail Pro Page 412 15-601063 Issue 20l (03 March 2009) IP Office 9.1.8.4 Outlook Cached Exchange Mode Avaya IP Office Integrated Messaging is not supported with Microsoft Outlook using Cached Exchange Mode (provided in Outlook 2003). Cached Exchange Mode can cause problems with Message Waiting light synchronization with IP Office terminals.
Voicemail Pro Page 413 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing IMS 9.1.8.6 IMS Client Not Showing in Outlook Tools The Integrated Messaging Tab may be disabled and not show in Outlook’s Tool, Options tab. This is caused by outlook disabling the Extension.
Voicemail Pro Page 414 15-601063 Issue 20l (03 March 2009) IP Office 9.1.8.7 Firewall Port Settings Windows users who install and use third party Firewall applications such as MacAfee Personal Firewal.
Voicemail Pro Page 415 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing IMS 9.1.8.9 Windows Update Causes Voicemail Pro to Stop Voicemail Pro may stop working due to the lack of system resources when a MS Windows patch is downloaded and is waiting to be installed.
Voicemail Pro Page 416 15-601063 Issue 20l (03 March 2009) IP Office 9.1.8.11 Outlook Delegates Cause IMS to Slow IP Office Integrated Messaging Pro (IMS) clients may appear to respond slowly or even lock up where the IMS client user has defined one or more delegates in Microsoft Outlook.
Voicemail Pro Page 417 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing IMS 9.1.8.13 Starting IP Office Services Using a Batch File In some instances, certain computers might not respond quickly enough in order to start all of the Avaya services in the correct order.
Voicemail Pro Page 418 15-601063 Issue 20l (03 March 2009) IP Office 9.2 Installing VoiceMail Pro as an ACM Gateway Complete the steps in this section to install Voicemail Pro as an ACM Gateway. There is only one type of installation for the Voicemail Pro ACM Gateway.
Voicemail Pro Page 419 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing VoiceMail Pro as an ACM Gateway displayed to ask if you want to create a new PC user account with the specified name and password. Click Yes . The Select Program Folder window opens.
Voicemail Pro Page 420 15-601063 Issue 20l (03 March 2009) IP Office 9.3 Installing Networked Messaging (VPNM) Voicemail Pro Networked Messaging (VPNM) allows users to forward voicemail to mailboxes on remote voicemail systems. This is done by adding a VPNM component to the Voicemail Pro installation.
Voicemail Pro Page 421 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing Networked Messaging (VPNM) 9.3.1 Requirements for VPNM Check that the following requirements have been before attempting to install VPNM: · A Voicemail Pro server with VPNM installed connected to each IP Office system.
Voicemail Pro Page 422 15-601063 Issue 20l (03 March 2009) IP Office 9.3.2 Installing VoiceMail Pro with VPNM Support This section describes how to install the Voicemail Pro software with its VPNM component onto the Voicemail Pro server PC. Before you begin: 1.
Voicemail Pro Page 423 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing Networked Messaging (VPNM) 13. In the Setup Type window, select Custom . 14. Click Next . The Select Features window opens so that you can select which additional Voicemail Pro features to install.
Voicemail Pro Page 424 15-601063 Issue 20l (03 March 2009) IP Office 26. Review the settings to make sure that they are what you expect. In particular, check that the required languages are listed. Scroll down if necessary. When you are satisfied that the details are correct, click Next to start copying the files.
Voicemail Pro Page 425 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing Networked Messaging (VPNM) 9.3.3 Configuring VPNM Preferences This option is active only if VPNM was selected during installation and is licensed. VPNM servers can be added and then users added to the servers.
Voicemail Pro Page 426 15-601063 Issue 20l (03 March 2009) IP Office To add a user to VPNM server: 1. In the Users for VPNM Server(s) section, click Add. The Adding a new user window opens. 2. Enter details for the user. All of these details MUST be completed before the user can be added.
Voicemail Pro Page 427 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing Networked Messaging (VPNM) To add a group of users: 1. (Optional) Check the option Enable WildCard . When this option is selected you can use the question mark symbol (?) to represent any number.
Voicemail Pro Page 428 15-601063 Issue 20l (03 March 2009) IP Office 9.3.4 Testing a VPNM Setup It is advisable to test the VPNM setup. To test the VPNM setup: 1.
Voicemail Pro Page 429 15-601063 Issue 20l (03 March 2009) IP Office Appendix: Installing Networked Messaging (VPNM) 9.4 IP Office to Avaya Interchange 9.4.1 Configuring the Avaya Intuity Audix This section is based upon the S8100/G600 Intuity Audix. It is assumed that the IP address of the S8100 processor is known.
Voicemail Pro Page 430 15-601063 Issue 20l (03 March 2009) IP Office 9.4.2 Configuring the Avaya Interchange For more information about the options that are mentioned in this section, refer to the Interchange documentation which is available from www.
Voicemail Pro Page 431 15-601063 Issue 20l (03 March 2009) IP Office Appendix: IP Office to Avaya Interchange 1. Check that Interchange has available VPNM ports. · From the Interchange Main Menu, select Customer/Service Administration > Feature Options .
Voicemail Pro Page 432 15-601063 Issue 20l (03 March 2009) IP Office Directory View in Interchange for Intuity Audix and Voicemail Pro Setting the directory view specifies which other messaging machines can provide subscriber updates to a particular messaging machine.
Voicemail Pro Page 433 15-601063 Issue 20l (03 March 2009) IP Office Appendix: IP Office to Avaya Interchange 9.4.3 Configuring a DNS Server A Domain Name Service Server is not required for the messaging systems, but may be a highly desirable way to centralize the mapping of names to IP addresses.
Voicemail Pro Page 434 15-601063 Issue 20l (03 March 2009) IP Office Check the Voicemail Pro SMTP Settings From the PC Control Panel, select the Avaya Voicemail Pro icon. 1. Select the SMTP name. 2. Ensure that the Mail Server name is exactly the name of the Voicemail Pro server PC.
Voicemail Pro Page 435 15-601063 Issue 20l (03 March 2009) IP Office Appendix: IP Office to Avaya Interchange.
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Voicemail Pro Page 437 15-601063 Issue 20l (03 March 2009) IP Office Index Index A Access Permissions 379, 381 Access Voicemail 144 Using Short Codes 143 access works mailbox 107 Account Code 175, 176.
Voicemail Pro Page 438 15-601063 Issue 20l (03 March 2009) IP Office Available Actions 226 Avaya Interchange 429, 430 Avaya Interchange Enterprise List Administration 430 Avaya Interchange Interface Configuring 430 Avaya Interchange Release 5.4 430 Avaya Interchange Release 5.
Voicemail Pro Page 439 15-601063 Issue 20l (03 March 2009) IP Office Index CallingParty 312 CallingParty Property 312 CallRecord 171 calls direct 347 calls during 222 Calls Error Message 105 Campaign .
Voicemail Pro Page 440 15-601063 Issue 20l (03 March 2009) IP Office Conferencing Center Action 262 Configuration Actions 202, 226 Configuration Actions icon 251, 252, 253 Configuration Includes 204 C.
Voicemail Pro Page 441 15-601063 Issue 20l (03 March 2009) IP Office Index Default NameNet 430 Default Properties 381 Default Recording 175 Default Security 381 Default Settings 112, 182, 372, 403 Default Start Points 145, 188, 205, 207, 242 Default Telephony Interface 107, 139 change 43 Default.
Voicemail Pro Page 442 15-601063 Issue 20l (03 March 2009) IP Office Enable Fax Sub-Addressing Check 107, 123 Enable Mobile Twinning name 191 EnableConnectionTracing 91, 404 EnableFunctionTracing 91, .
Voicemail Pro Page 443 15-601063 Issue 20l (03 March 2009) IP Office Index Generic Text Installing 66 Speech 66 generic Text To Speech 66 Generic TTS 66 Get Mail Action 185, 188, 189, 194, 207, 226, 2.
Voicemail Pro Page 444 15-601063 Issue 20l (03 March 2009) IP Office IMS Client Software Installing 392 IMS Client’s Outlook delegates 379, 416 IMS Clients Not Connecting When Outlook Opened 416 IMS.
Voicemail Pro Page 445 15-601063 Issue 20l (03 March 2009) IP Office Index Intuity Audix Dial Plan Interchange Dial Plan 430 Intuity Emulation Mode 154 Intuity Mailbox Mode 43, 154, 346, 348 Intuity M.
Voicemail Pro Page 446 15-601063 Issue 20l (03 March 2009) IP Office lmhosts 409 LOC 188, 189, 211, 311, 313, 320, 329, 332 LOC voicemail 313 LOC/custom/getmail.
Voicemail Pro Page 447 15-601063 Issue 20l (03 March 2009) IP Office Index Message Parameters 119, 402 Message Parameters options 119, 402 message press 288, 301 message Test Connection Succeeded 281 .
Voicemail Pro Page 448 15-601063 Issue 20l (03 March 2009) IP Office Netscape 357 Network Address 430 Network Administration Access 367 Network Card 366, 369 Network Card including 369 Network Card Po.
Voicemail Pro Page 449 15-601063 Issue 20l (03 March 2009) IP Office Index Path Settings window 372 path/file 317, 318, 328, 329, 331 pathname 317, 329, 331 file 318 PC acting 64 PC Control Panel 433 .
Voicemail Pro Page 450 15-601063 Issue 20l (03 March 2009) IP Office queue greeting press 301 Queue Length 165 Queue Position 156, 166, 226, 284, 285, 301 Queue Position Action 166, 226, 285 Queued - .
Voicemail Pro Page 451 15-601063 Issue 20l (03 March 2009) IP Office Index Root.vmp 109, 203, 204 Rotat 349 Route Incoming 226, 257 Route Incoming Call add 257 Route Incoming Call Action 226, 257 Routing action 226, 255, 257 Routing Faxes 126 Run DbgView.
Voicemail Pro Page 452 15-601063 Issue 20l (03 March 2009) IP Office SMTP Service Test 433 SNMP 106, 112 SNMP Alarm 106 SNMP Alarms 106 Setting 112 SoftConsole 141, 142, 144, 171, 190, 347 Software 41.
Voicemail Pro Page 453 15-601063 Issue 20l (03 March 2009) IP Office Index System Status Application see 103 System Support Operating 366 System Times 113, 197 System Tool 90 SYSTEM/CurrentControlSet/.
Voicemail Pro Page 454 15-601063 Issue 20l (03 March 2009) IP Office Unit Name/IP Address 132 United States 154 UNIX 433 UnPark Call use 355 Unspecified Error 80004005 411 Unzip AvayaFW.
Voicemail Pro Page 455 15-601063 Issue 20l (03 March 2009) IP Office Index Voice Question 166, 226, 259, 268 preceding 236 Voice Question Action 226, 248, 259, 268 Voice Recording Select 173, 176 Voic.
Voicemail Pro Page 456 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro/IMS Server 392, 409 Voicemail Professional Server 88 Voicemail provides number 156, 161 Voicemail Reception 98, 102, .
Voicemail Pro Page 457 15-601063 Issue 20l (03 March 2009) IP Office Index XML 66 closing 67 opening 67 XML Tags Entering 67 XP 88, 365, 380, 381 XP Pro 365, 380 DCOM Settings 381 XP Pro SP2 DCOM Sett.
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Voicemail Pro Page 459 15-601063 Issue 20l (03 March 2009) IP Office.
Voicemail Pro Page 460 15-601063 Issue 20l (03 March 2009) IP Office Performance figures and data quoted in this document are typical, and must be specifically confirmed in writing by Avaya before they become applicable to any particular order or contract.
Een belangrijk punt na aankoop van elk apparaat Avaya 15-601063 (of zelfs voordat je het koopt) is om de handleiding te lezen. Dit moeten wij doen vanwege een paar simpele redenen:
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In een situatie waarin je al een beziter van Avaya 15-601063 bent, maar toch heb je de instructies niet gelezen, moet je het doen voor de hierboven beschreven redenen. Je zult dan weten of je goed de alle beschikbare functies heb gebruikt, en of je fouten heb gemaakt die het leven van de Avaya 15-601063 kunnen verkorten.
Maar de belangrijkste taak van de handleiding is om de gebruiker bij het oplossen van problemen te helpen met Avaya 15-601063 . Bijna altijd, zal je daar het vinden Troubleshooting met de meest voorkomende storingen en defecten #MANUAl# samen met de instructies over hun opplosinge. Zelfs als je zelf niet kan om het probleem op te lossen, zal de instructie je de weg wijzen naar verdere andere procedure, bijv. door contact met de klantenservice of het dichtstbijzijnde servicecentrum.
