Avaya 15-601063 manual

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. can assume no liability for any errors. Changes and corrections to the information in this docum[...]

Voicemail Pro Page 3 15-601063 Issue 20l (03 March 2009) IP Office Contents Contents Voicemail Pro 1. ..................................................................... 11 1.1 What is New ..................................................................... 13 1.2 Features of Voicemail Pro ........................................................[...]

Voicemail Pro Page 4 15-601063 Issue 20l (03 March 2009) IP Office ............................................................................ 155 4.6.3 Personal Distribution Lists ..................................................................... 156 4.7 Hunt Group Voicemail .....................................................................[...]

Voicemail Pro Page 5 15-601063 Issue 20l (03 March 2009) IP Office Contents ............................................................................ 284 6.11.1 Queue ETA ............................................................................ 285 6.11.2 Queue Position Prompts 7. ..............................................................[...]

[...]

Voicemail Pro Page 7 15-601063 Issue 20l (03 March 2009) IP Office Voicemail Pro Chapter 1.[...]

[...]

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. · IP Office Control Unit The IP Office Voicemail Pro licenses are e[...]

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. The email can be a simple alert or can include an attached copy of the message. This options [...]

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. The methods are mailbox access usi[...]

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 Those components of Voicemail Pro previously supported on Windows XP Pro are now also supported on Windows Vista (excluding Vista Home Basic and Vist[...]

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. Voice messages can also be forwarded to other voice mailboxes. Using Vo[...]

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. The list shows the fir[...]

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. The maximum number of data channels that can be used for voicemail operation at any moment are shown bel[...]

[...]

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. To use this applicati[...]

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 2.8GHz or higher is used wherever possible[...]

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. Operating System Support Server OS: 2000 Server 2003 Server 2008 Server C[...]

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. *Generic TTS only. The[...]

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. If direct[...]

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. · A compact Voicemail Pro installation requires 130M[...]

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. If the Voicemail Pro server is installed wi[...]

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. Whenever the Voicemail Pro is restarted or the IP Office configuration is changed, new mailboxes are created for any n[...]

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. With this option you can select some or all Voicemail Pro features to install. [...]

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. · The Voicemail Pro Server (as either an exec[...]

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. If it does not auto-start, click Browse to locate Setup.exe on the CD and then run it. The Choose[...]

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. When the installation is complete you are prompted to restart the computer. Choose Yes I want t[...]

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 . This typical installation of Voicemail Pro provides: · The Voicemail Pro Client[...]

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.exe on the CD and then run it. The Choose Setup Language window opens. 2. Select the installati[...]

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. 20. Click Next. [...]

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 . A custom installation of Voicemail Pro provides everything that is included in a typical installation plus: · The opportunity to instal[...]

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. To configure Windows 2003: 1. Open the Windows Control Panel. 2. Sel[...]

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. To check/restar[...]

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. In this circumstance, it can be advisable to create a [...]

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. Therefore you are not offered the choice of custom, compact or typic[...]

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. To install the Voicemail Pro Client only: 1. Insert the IP Office Voicemail [...]

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. For more information, see Starting the Voicemail Pr[...]

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. For information, see Upgrading from Voicemail Lite . · Upgrading a Voic[...]

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 . The Import or Export Call Flows window opens. 3. Select Import C[...]

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. The steps describe[...]

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. · Although[...]

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. Create a voicemail domain account. For more information, see[...]

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. 3. Select Microsoft Exchange Server. 4. Click Next. 5. In the Server field, enter t[...]

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. 2. Install the required Voicemail Pro software. For more information, see [...]

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 can use MAPI is a MAPI compatib[...]

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. Create a voicemail user account. For more information[...]

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 . 3. Click Next . 4. Select I already have an e-mail address that I&a[...]

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. Outlook can be configured in two ways. Using the Wizard, prior to completing the ste[...]

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. To configure Outlook for Exchange Server: 1[...]

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. 2. Install the required Voicemail Pro software. For more information, see [...]

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 can use MAPI is a MAPI compatib[...]

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 . 3. Select the SMTP Email Settings tab. 4. Enter the settings to match t[...]

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. The remaining settings, for example email alert, c[...]

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 the Voicemail tab of the user The voicemail email settings are also on the voicemail tab of the hunt group Voicemail Email The user's or group&ap[...]

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. · Subject Voicemail Message ('calling number[...]

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. The action can also attach a wav file. In the example abo[...]

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 . The file name includes a date stamp for the day on which i[...]

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. This is called Centralized Voicemail Pro. Centralized Voice[...]

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. · A Feature key and Voicemail Pro license key are required for the central system hosting the[...]

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. · T[...]

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. Start IP Office Manager and receive the configuration of the r[...]

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. The text can include variables passed from other actions includ[...]

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. Send the new configuration to the IP Office system. 3. Reload the IP Off[...]

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. For example, in the text T[...]

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. · Examples : · <volume level="50"/> Speak allow followin[...]

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. This is useful for numbers where rather that than saying 3001 as three thousand and one for 3001, the speech required is th[...]

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. In conjunction with MAPI email clients and Exchange server, TTS can be used to read new e-mails in[...]

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 4.2+ adds support for two UMS (Unified Messaging Service) options: · IMAP Client Support Users can then access their voicemail messages using email clients such as Outlook and Lotus notes tha[...]

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. Using this interface, users can view the contents of their voicema[...]

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. The only spec[...]

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. For example it may be necessary to enable some field with dummy data in order for the email client to accept the account even though those settin[...]

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. Playback is through the users own [...]

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. · o User Name and Password Once enabled for UMS Web Services in the IP Office configuration,[...]

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. From the list of 1. Verify that IIS is installed and running on the voicemail server [...]

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. 7. Both application should now be accessible via web browser.[...]

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. The following methods can be used to check t[...]

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. Internet Explorer uses the application associated with the wav file type for Windows. 2. Selec[...]

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. The System Administrator can change these if necessary. · Not[...]

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. · The select box at the top of the list of messages can be used to select/deselect all messages on the currently displayed p[...]

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. Note that the types of icons used and whether different icons are sup[...]

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. However it is useful to check the services and to know how to stop-start the servic[...]

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. In this circumstance, it can be advisable to create a batch file wh[...]

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. The Voicemail Pro Service can be run in console mode if require[...]

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. · Freeze Halt the display of further messages. This is the [...]

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. To view the log details: 1. From the Control Panel , select Adminis[...]

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). This application can be downloaded from http://marketingtools.avaya.com/knowledgebase/tools/debug[...]

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. IMS Tracing IMS tracing is enabled through a number of registry [...]

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. ChannelEvtSinkTracing Provide tracing about speech channel events received. ConstructorTr[...]

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. As a whole it is not required[...]

Voicemail Pro Page 95 15-601063 Issue 20l (03 March 2009) IP Office Installing Voicemail Pro: Troubleshooting[...]

[...]

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. Those default settings are: · Voicemail running on a PC accessible u[...]

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. Open IP Office Manager. 2. In the Navigation pane, [...]

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. · Breakout (DTMF 3) The number to which [...]

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. Several of these numbers can relate to voicemail ope[...]

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. · To speak to a secr[...]

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. IP Office manager is used to reserve channels. For more information, see IP Off[...]

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. · The number of channels in use. · Congestion information[...]

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. For example, if users are barred from making international calls, rather than giving users the busy tone a re[...]

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. To change the Voicemail Pro Client preferences: 1. Click [...]

Voicemail Pro Page 107 15-601063 Issue 20l (03 March 2009) IP Office Configuring Voicemail Pro: Voicemail Pro Preferences 3.2.1 System Preferences 3.2.1.1 General Although the default IP Office configuration settings allow voicemail to start operating almost immediately, as soon as a voicemail server is running on the LAN, there are some general sy[...]

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. Instead type the number to use as a prefix so that a fax message can be identified and forwarded to the extension number of the intended recipien[...]

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. Display the main Voicemail Pro window. 2. From the[...]

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 can use MAPI is a MAPI compatible client is configured on[...]

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. After messages have been played they are automatically deleted from the [...]

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. When this is configured, the Voicemail Pro server can tell the IP Office system when to send SNMP alarms about availab[...]

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. Details on how users can c[...]

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. Start the Voicemail Pro Client . 2. From the Administration menu, select Preferences > VPN[...]

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. All of these details MUST be completed before the user can be added. · Sele[...]

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 . The Adding a range of users window opens. 3. Enter[...]

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. F[...]

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. To specify the name of[...]

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 .wav files are transmitted. To configure email settings: 1. Open the Windows Control Panel. 2.[...]

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. Details in the tab vary according to whether IMS or Voicemail Pro Networked Messaging (VPNM) is in[...]

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. · Fax calls can be handled without the use of Voicemail Pro In IP Office a fax machine can be set up [...]

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. The illustration applies to the following popular fax server applications: · Gfi FAXMaker · Fenestrae Faxination · Equisys Zeta f ax · Captaris R[...]

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. When fax detection is enabled, any fax ca[...]

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. For mo[...]

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.com · Fenestrae Faxination faxes are s ent[...]

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. This capability is enabled by including a number in the system fax number field via the Voicemail Pro Client, and a[...]

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. You are then ready to configure th[...]

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. This uses SMTP rather than MAPI to exchange fax emails with the Voicemail Pro server. In order for the Voicemail Pro to recognize emails received from the fax server, the From name used must [...]

Voicemail Pro Page 129 15-601063 Issue 20l (03 March 2009) IP Office Configuring Voicemail Pro: Fax Server Configuration[...]

[...]

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 . The main Voicemail Pro Clie[...]

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. You can then test configuration changes offline before a[...]

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. To log out: 1. From the File menu, select L[...]

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. By default, the Voicemail Pro Server does not have any User accounts de[...]

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. You can also reset the password of other administrator users. You can change[...]

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. To reset a password: 1. In the Start Points Navigation pane, select Voicemail Pro Administr[...]

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. By default a timeout is set so that users are sent a warning message and logged out automatically if they have not been active for [...]

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. As an administrator you can switch between modes. The title bar of the main Vo[...]

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. The call flow on the server might be different [...]

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. The transfer can be used to route the caller to a specific mailbox to leave or collect messages or to a particular Voicemail Pro star[...]

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. 2. The user has do not disturb set or the extension is not answered within the No Answer[...]

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. The voicemail service they receive is set by the telephone number field which should be enclosed in quote mark[...]

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. This can be used in the telephone number field of IP Office applications such as SoftConsole, Phone[...]

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 Lite and Pro In this example we have used a m[...]

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. If that extension is busy or does not answer they can then leave a message in the target m[...]

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. The short code *80 was [...]

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. A user mailbox cannot be accessed from any other location (internal or external) until a voicemail code has been set for the ma[...]

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. Buttons can be programmed for: · Visual Voice · Voicemail Collect . Voice[...]

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 So that a specified user can log in to their voicemail from any extension, you need to set up a short code and associate it with the user's extens[...]

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. For more inf[...]

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 can also be set to run in this [...]

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. This delay can be adjusted for different message type[...]

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. · Announcements If a caller is waiting to be answered, q[...]

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. Open IP Office Manager. 2. In the Navigation pane, click HuntGroup and sele[...]

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. If the user is not a member of the hunt group, a v[...]

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. A call flow can be created that includes the Generic Action. For more informa[...]

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. Field Contains... Code *99 Feature Voicemail Collect Telephone Number "[...]

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. When the group is Out of[...]

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. The announcements are activated in IP Office Manager. The standard announcement used is "I am afraid all the operators are busy at the moment but ple[...]

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 ." This can be replaced in a number of way[...]

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. · The Still Queued start point replaces the default Announcement 2. [...]

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. Using Voicemail Pro you can define custom actions and prompts for the queuing sequence.[...]

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. The Queue ETA and Queue Position actions can be used [...]

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. The screen below shows an e[...]

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 . Alternatively, call recording can be configured to take place autom[...]

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. One method for doing this is to enable the Advice of Call Recording (AOCR) message provided by the V[...]

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. 2. Click or select Administration > Preferences > General . 3. The Max. VRL Re[...]

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. The recording feature is active during [...]

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. The call is automatically reconnected and recording begins.[...]

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. Open IP Office Manager and load the configuration from IP Office.[...]

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. Notes · If a Record module is created, it overrides the default record oper[...]

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. Trigger Incoming Outgoing Default Recording Destination Duration Incoming Call Ro[...]

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 . · Outgoing calls associated with a specific account code . The calls t[...]

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 . 3. Select the required hunt group. 4. Select the Voice Recording tab. 5. From the Rec[...]

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 . 3. Select the required incoming call route. 4. Select the Voice Recording tab. 5. From the Record[...]

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 . 3. Select the required account code. 4. Select the Voice Recording tab[...]

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. If an AutoRecord module is created, it overrides the default auto-rec[...]

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 against a hunt group With Voicemail Pro, the announcements and actions provided to a caller held in a group's queue can be customized using the [...]

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. A call will be held in a queue when the user's extension is busy before passing to voicemail, if voicemail is avail[...]

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. The text is entered and displayed through a TTY device, such as a text phone, connected in parallel with t[...]

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 . When the prompts have been installed, the user settings must be configured so that the IP Offi[...]

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. Here are two examples. An E[...]

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. In thi[...]

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. For internal callers, if they have a differen[...]

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. A step by step example that illustrates how to use the Select System Pro[...]

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 Language Select module (one for each language) and linking to separate Get Mail actions (each with an Entry Prompt in the required) language, you can use[...]

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. · Both the internal and external telephones ring when a call is received[...]

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. The example sets the mobile twinning for extension 203. To create the example call flow[...]

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. This example uses *90 but any short code can be used. Field Contains... Code *90 Feature Voicemail Collect Telephone Number "Mobile Twinning" Line Group ID 0 Locale [leave b[...]

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. There are two ways that notification can be implemented. · Voicemail Callback A service whereby [...]

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. When the callback is answered, the system announces the outbound alert and waits for a key press for confirmation before continuin[...]

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. If the Default Callback [...]

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. It will call a specified number and when answered, will pro[...]

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. Details [...]

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. You do not need to visit each one on site. For more in[...]

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. The parts of the Voicemail Pro Client window are: · Title Bar The title bar indicates the telephony interface that is bein[...]

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 . Save & Make Live . For more infor[...]

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 ). To be used by the Voicemail Server they must be saved as a Root.vmp in the voicemail server folder[...]

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 . 5.5 Including Other Files In some special circumstances it may be necessary to include the [...]

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. When the voicemail server receives a call, it looks for a matching start point and if it finds one it then provides a series of actions linked to that start p[...]

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. · Leave - Used when calls to the hunt group are redirected to voicemail. · Queued & Still Qu[...]

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. · Collect - Used when a caller attempts to access a mailbo[...]

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. Either click Users or Groups and then . The Adding a new w[...]

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 . The New start point name window opens. 2. Type the new name. 3. Click OK . The start point is re[...]

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. The file can be changed as you would change any other text fi[...]

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. System variables can also be checked by the co[...]

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. Values can be written into these variables using the Generic action command CP x [...]

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. For more information, see Set User Variable Action . The options presented to a caller ca[...]

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. · Create a start point called Re[...]

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. Any changes to a module will affect all other start points that are using that module[...]

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. These elements can be combined within a single condition to create complex rules. For example, the week planner can be used to define a company's standard working hours, and then combined with [...]

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. To start the Condition Editor: 1. Click the icon. You can also open the Condition[...]

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. To add elements to a condition: 1. Click the Element L[...]

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). 3. In the Condition Editor window, click the element to apply the logic to. The [...]

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.g. . Note that indicates weekend days but not whether the day is selected. The element [...]

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'. It consists of an entry for each day of the week and a start and end time for the 'true' peri[...]

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. The condition element can be used to alter the condition [...]

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. In this way you can build up a call flow. Each action can [...]

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. Each action can have a number of results ( True , False , No Answer , [...]

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. It is simply the start point for the call flow to which [...]

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. · Variable Routing Action Route on a match to a variable such as the caller's CL[...]

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. The use of database actions with Vo[...]

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. This tab is shown for the Start action in calls flows. However it s[...]

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. This tab is shown for the Start action in calls flows. However it should no[...]

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. The Entry Prompts tab of each call flow action allows prompts to[...]

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. · $VAR - Plays the variable as a list of digits.[...]

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. Not all actions contain the Specific or Touch Tones tab. Details[...]

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. This tab is shown for the Start action in calls flows. However it sho[...]

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. It can also be used to en[...]

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. To add a Generic action: 1. Click the Basic Actions icon and select Generic . Th[...]

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 . The 128 character length limit restricts a single generic action t[...]

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. For more information, see Text to Speech:Overview . To add[...]

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. Each Menu action supports a maximum of 15 branch options. To add a Menu [...]

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. · Timeout If selected, the Voicemail Pro will wait for the specified number [...]

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. 1. Select the Specific tab. 2. In the field Please selec[...]

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 . The caller will be disconnected when they reach this point of a call flow. 6.4.6 Home The Home ac[...]

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. · Listen Action Record to a mailbox. · Voice Question Action Reco[...]

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. If the extension is a trusted extension,[...]

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 . 2. The Specific tab is used to select either the Caller&ap[...]

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. To add a Listen action: 1. Clic[...]

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. That file can then be placed in[...]

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. See Voicemail Pro Campaigns. To add a campaign action: 1. Click the Mailbox Actions icon [...]

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 . · Play Configuration Menu Action Change user or group[...]

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. To add a Edit Play List [...]

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. An example of a call flow using the Play Configuration Menu a[...]

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. An example of a call flow using the Select[...]

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. · Route Incoming Call Action Route a call depending on whether the call is internal[...]

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. This action replaces the previous CLI Routing action but can perform the same function using[...]

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. · 01707* will match any number beginning with 01707. · *4625 will match[...]

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 . To add a Route Incoming Call action: 1. Click the Telephony Actions icon[...]

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. More advanced transfers are done us[...]

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. That extension can then either accept or reject the call. Normally the recording played is the result of a preceding Voice Question action though a Listen action can also b[...]

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. The transfer in this case is not blind, if unanswered the action can li[...]

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. The caller is then played a list of available name matc[...]

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. To add a Conferencing Center action: 1. Click the Te[...]

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. The transfer is not blind, if the call[...]

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 3.0 and Avaya Microsoft CRM Integration Solution. In situations wh[...]

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. The action following the DTMF Data result can use $KEY to access the alph[...]

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. · If you want to use a timeout result from[...]

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. · Clock Action Play the time to the caller. · Post Dial Ac[...]

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. Complete the fields with relevant details. · In the Send e-mail to field, type the [...]

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. Click the Miscellaneous Actions icon and select Open Door . 2. In the Specific tab, che[...]

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. A user can set up multiple alarms to occur at different times. Once a[...]

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. To add a Post Dial action: 1. Click the Miscellaneous Actions icon and select P[...]

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. Any scripting added can be verified by pressing the Syntax Check button. Details of the [...]

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. The aim of this action is to allow call flows developed by other application[...]

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. · Set User Variable Action Set a variable to a particular value[...]

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. For more information, see The Condition Editor:Overview . To add a Test Condition action: · Clic[...]

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. · The variable must first be created using the User Defined Variable menu.[...]

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. The Set User Variable action can be used in other calls to set the valu[...]

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. To add a Test Variable action: 1. Click the Condit[...]

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. · Timeout This result is u[...]

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. · Database Open Action Open a database. · [...]

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 . If there is a connection to the database already then the current[...]

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. To add a Database Get [...]

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. The IP Office Manager option Synchronise calls to announcements should not be used when using the[...]

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. The ETA is always rounded up to the nearest minute. For an exa[...]

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. · [...]

Voicemail Pro Page 286 15-601063 Issue 20l (03 March 2009) IP Office[...]

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. All files are Microsoft WAVE file format (.wav) 8kHz, 16 bit mono. Im[...]

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". 110 "List". 111 "Please enter list ID". 112 "Otherwise for assistance [...]

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". 213 &quo[...]

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". 321 "December". 322 "You are in the numbers directory. To fi[...]

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". 453 "Ninety". 454 "Hundred". 455 "Thousand". [...]

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". 700 "To administer mailing lists press 1". 701 "To change your [...]

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". 816 "You are listening to a personal greeting&quo[...]

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". 992 "To get messages press 2". 1001 "To scan incoming messages a[...]

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". 1467 "The return address for this message is not a mailbox on this system". 1469 [...]

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". G0000 - G0009 "Press zero" through to "Press 9" G0010 - G0019[...]

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". G0120 "For none". G0121 "For internal". G0122 "For desk&qu[...]

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". G0208 "To input a number". G0209 "For instructions on entering your outcalling nu[...]

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 #". G0280 "To input a new number". G0281 "To [...]

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". G0414 "To modify your follow me forward options". G0415 "[...]

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". aa_05 "An operator is currently unavailable". [...]

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 #". dbn_07 "Press **2". dbn_10 "For selection by group". dbn_11 "For sel[...]

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". ivr_28 "Email turned off". ivr_29 "Service mode". ivr_30 &[...]

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". no_00.wav ... no_59.wav "Zero" to "Fifty-nin[...]

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". ssb_09 "For". ssb_10 "Forwarded". ssb_11 "Item". ssb_12 "P[...]

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". tim_m02 "Minutes".[...]

Voicemail Pro Page 308 15-601063 Issue 20l (03 March 2009) IP Office[...]

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. Any scripting added can be verified by pressing the Syntax[...]

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. The data is specific to a particular Voicemail Pro call and does not persist betw[...]

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). · Owning object: vmprov5.voicescript · String: · Set: This property is read-only. ·[...]

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. · Owning object: vmprov5.voicescript [...]

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). · Owning object: vmprov5.voicescript · String: · Set: This property is read-only. · [...]

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. · Owning object: vmp[...]

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. · Get: The number of saved messages within the mailbox. For example: [...]

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. Voice. ForwardMsg( file As String, mailboxes As String, ident As String ) · Parameters · file - This contains t[...]

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. Voice. FullFilename( file As String ) As String · Parameters · file - This contains the name of the file to be translated: · [[...]

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. Voice. GetDTMF( [ digits As Long = 1], [ timeout As Long = 30], [ dlgid As Long = 0] ) As String · Parameters · digits - The maximum number of DTMF digits to [...]

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. Voice. GetExtension( index As Long, ) As String · Parameters · index - The extension to return. Note : The actual extension number should not be entered as index refers to the offset number of th[...]

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. Voice. GetMailboxMessage( mailbox As String, msgtype As String, index As Long, ) As String · Parameters · mailbox - The mailbox to[...]

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. · mes[...]

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. · Return Value The value of the [...]

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. · Return Value The value of the $QPOS[...]

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. GetSavedMsgs ( [ dlgid As Long = 0] ) As Long · Parameters · dlgid - The connection ID as [...]

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. · message - The[...]

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. Voice. MessageTime( mailbox As String, message As String ) As String · Parameters · mailbox - The mailbox that th[...]

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. Voice. PlayLocaleWav( wav As String, [ wait As Boolean = True], [ interruptables As String = “Any”], [ dlgid As [...]

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. Voice. PlayWav( wav As String, [ wait As Boolean = True], [ interruptables As String = “Any”], [ dlgid As Long = 0] ) As S[...]

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.Register(dlgid) if registration Then dim key key = Voice . PlayWav (“test”, True, “Any”, dlgid); end if End Sub[...]

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. Voice. RecordMsg( recording As String, maxtime As long, [ interruptables As String = “Any”], [ appendtofile As Boolean = Fals[...]

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. This [...]

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. Voice. S etMailboxMessage( mailbox As String, message As String, msgtype As String, ) · Parameters · mailbox - The mailbox that th[...]

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. · dlgid - The connection ID as passed in to the script. · Return Value[...]

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. Voice.Speak( text As String, [wait As Boolean = True], [interruptables As String = “Any”], [dlgid As Long = 0] ) As String ?[...]

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. · Requirements for Voicemail Pro Database Opera[...]

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. The book details are held within a Microsoft Access database. Callers will be [...]

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. The database actions[...]

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. Click the browse button to view the Data Link Propertie[...]

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. If the sequence of numbers entered by the caller matches an ISBN entry in the database, then the Author's[...]

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. Database Get Data Action The Database Get Data Action is used to[...]

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. The information from the database is conveyed to the caller using the 'Sp[...]

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. The fields selected in the 'Request ISBN from DB' action contain the info[...]

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. If they select to buy the book, the call flow module Bookshop_CurrentBookBuy operates. The call flow immediately checks that access to the bookshop database is still available via a Database [...]

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. All these details are collected and th[...]

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. To use this feature the caller must use a telephone with DTMF dialing and with [...]

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. If that extension doesn't answer or is busy the caller is transferred to leave a message. [...]

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. However it is still useful if the Voicemail Pro is using Intuity mailbox mode as it gives us[...]

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. The NameWavsTable does this by requesting an extension number and then allowing you to play, re-record and submit a name [...]

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. Call processing agents can access a campaign to hear caller answers which they can then transcribe in[...]

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. To start the campaign Wizard: 1. Press F7 or click Campaign Editor . The Campaign Wizard Introduc[...]

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. 4. Click Finish to delete the selected campaign.[...]

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. · Add action To add a new campaign action, click Add action . The Please e[...]

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. · Please select the prompt to be played after the customer has made [...]

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. · Where should this Campaign be parked Enter a park slot number for the campaign. Th[...]

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. · Phone Manager park slot keys cannot be used for[...]

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 5.0 or higher (not N[...]

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. 8. Select the type of 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.[...]

Voicemail Pro Page 360 15-601063 Issue 20l (03 March 2009) IP Office[...]

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 messages can still be handled conventionally[...]

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. It can be used in a system with more than one telephone system as long as that system has centralized voicemail using just one voicema[...]

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. · IMS Server This consists of two services installed on the Voicemail Pro Server PC: · IMS Voice Service Handles the delivery of messages when the [...]

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. 1. Minimum PC specification for an IMS Client PC T hese are minimum specifications and in most cases will not meet the customer's expec[...]

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 5.5, 2000 or 2003 (SP1 and SP4) server. · An Exchange User account for user IMS. · A list equ[...]

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 1.1. ¨ Read the Documentation in Full Ensure that you have read the documentation for IMS Install[...]

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. The Voicemail Pro software needs to be installed using an account with full a[...]

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. 3. ¨ The Server is a Member of th[...]

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. 12. If the server PC is directly connected to the IP Office control unit, adjust the NIC port settings to match the [...]

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. IP Office [...]

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. Do not proceed with this process until you have completed the steps in [...]

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. If a web server has already been installed but the Voicemail Pro Campaign Web Component is not required, uncheck it to[...]

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. The IMS account should show up in the list. Ve[...]

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. Click Next . 29. The IP O[...]

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. 32.1. If wav files of voicemail messages are to be sent in emails rather than left ju[...]

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. To check/restart the Voicemail Pro and [...]

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. Do not proceed with this process until you have completed the step[...]

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. This is done using the IMS Administ[...]

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 . The installer, called IMSClient.e[...]

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. The following DCOM changes are therefore essential for support of IMS and must be performed b[...]

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. After setting the DCOM options, this is now a domain wide policy and when the IMS clients are installed and the computer is rebooted and the user logs on, these set[...]

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 ... entry and double click on that entry. 5. Check Define this po[...]

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 . 3. On the Default Properties tab, set the following: · Enable Distributed Co[...]

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 . 6. The Everyone Group should have Allow Access set. Click OK .[...]

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 . 10. The Everyone Group should have Full Control set.[...]

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 . 2. Enter DCOMCNFG and click OK . · Windows XP may attempt to block the Micros[...]

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 . 8. Reboot the PC.[...]

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 . 2. Copy the IMS Client installer package to a CD or map a network drive to the folder as follows VM[...]

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. Even if the user does not have a firewall or uses a firewall other than the default Windows firewall, it is recommended that t[...]

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. Please recheck the DCOM settings and verify that the Windows Firewall exceptions h[...]

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. 4.5. If the Client has not been installed, or has not been installed correctly, the telephone icon [...]

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.CFG . 6. The form properties a[...]

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. D o not proceed with this process until you have completed the steps in Testing IMS Client[...]

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. Although folders that contain prompts and messages are not affected by the upgrade process, the editable[...]

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. 18. Restore[...]

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. Four levels of logging are available, with increasing level of detail. Typically[...]

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. Typically, this is installed on the same server PC as the Voicemail Pro Serve[...]

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. Open the Windows Control Panel. 2. Select IP Office Voicemail Pro . The IP Office Voicemail Pro [...]

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". Turn on fai[...]

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.avaya.com/knowledgebase/tools/debug . Installation 1. Download the zip fil[...]

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. 4. Close the Configure Debug Filters window. IMS Tracing IMS tracing is enabled thr[...]

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. ConstructorTracing This provides some tracing for when[...]

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. As [...]

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. Typically both these services are installed on the same server as the Voicemail Pro Service a[...]

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. Note however that it is not recommended that IMS be installed on a Domain Controller. Problem Voic[...]

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. Make sure the account has at least local admin r[...]

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. If the message is embedded [...]

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. To [...]

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.dll file, which can be caused by the IMS user opening Microsoft Ou[...]

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 Firewall may experience problems using the Avaya IP Office Integrated Messaging Service with Outlook if ports that are blocked by the default installation of[...]

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. As a result, Windows XP Professional and Windows 2003 servers shoul[...]

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. These delegates should be included in IMS User settings in t[...]

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. In this circumstance, it can be advisable to create a batch file[...]

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. Therefore you are not offered the choice of custom, compact or typical during the[...]

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. 15. Select the program folder where you would like the icons for the Voicemai[...]

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. The messages are transferred between systems us[...]

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. Each system will need a license for both[...]

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. Using IP Office Manager, check that the correct licenses for Voicemail Pro and IMS are i[...]

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. 15. Scroll down and check VPNM. 16. Ensure that the following [...]

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. The Setup Status window opens to k[...]

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. To open the VPN window: 1. Start the Voicemail Pro[...]

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. · Select the VPIM server from the listing. · Enter the use[...]

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. 2. In the Users for VPNM Server(s) section, click Add Range . Th[...]

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. Dial into voicemail from one of the systems and record a message. 2. When selecting the target extension, enter an extension from the other system as specified in the VPNM Preferences scr[...]

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. A browser should be available an[...]

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.support.avaya.com. To configure the Interchange Intuity interface: · Log in to the Intuity interch[...]

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 . Check that there are sufficient current entries for the Maximum Number of Digital Nodes and[...]

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. Each machine listed is associated with a range of mailboxes from which updates ca[...]

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. This section briefly describes the setup of DNS ser[...]

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. 3. Select Check to make sure that a successful connection to the S[...]

Voicemail Pro Page 435 15-601063 Issue 20l (03 March 2009) IP Office Appendix: IP Office to Avaya Interchange[...]

[...]

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, 180, 211, 263 account code matching 263 Account Details 119, 372, 402 Action Data 171, 355 action following 265 action replaces 255, 270 actions hav[...]

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 5.4 Adding VPIM System 430 Avaya Intuity 154, 429, 430 Avaya Intuity Audix [...]

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 Action 166, 226, 249, 351, 353, 355 Campaign Editor 351 Campaign Identification 355 Campaign Identification window Campaign Wizard 355 Campaign Web 35[...]

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 Configuration Includes window 204 Configure Debug Filters window Close 91, 404 configure outcalling 113, 196, 197, 288 Configuring Voicemail Pro 200 Co[...]

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.Collect 145 Default.Leave 145 Default.Queued 145 Defa[...]

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, 404 EnableObjectTracing 91, 404 EnableProxyTracing 91, 404 EnableRefTracing 91, 404 EnableTagTracing 91, 404 EnableTracing 91, 404 English Non-Intuity[...]

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, 245 GetCallingParty 318 GetCallingParty Method 318 GetDTMF 319 GetDTMF Method 319 GetEstimatedAnswer 319 GetEstimatedAnswer Method 319 GetExtension 320[...]

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 Components 364 IMS Connection 392, 394 IMS Connection Information window see 392 IMS Database Service 372 IMS email 111, 155, 402 IMS Email Settings [...]

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 Mailbox User Guide read 107, 123 refer 155 see 154 Intuity Prompt 288 Invalid 147, 262, 288, 301 call follows 258, 263 Invalid Conference 262 IP 500 37[...]

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.wav 189 Local Machine Administration 429, 430 Local Policies 381, 403 Local Security Policy 403 Local Security Policy window Close 403 Local Server Connecting 378 Local System Account 88 Lo[...]

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 Message Waiting 412 Message Waiting Indication 156 Configuring 158 Message Waiting Indicators Not Clearing 417 message!Response 433 MessageCLI 326 Mes[...]

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 Power Saving 369 Network Channel Administration 429, 430 Network Identification 368 Network Identification Tab select 368 Network Requirements 366 Netwo[...]

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 PC hosting key 371 PC Multimedia 231 PC running 381, 409, 433 PCs 364, 381, 412 PC's 362 PCs Window’s Temp 412 PC's Windows Control Panel [...]

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 - Used 205, 207 Queued & Still Queued 205 Queued Callers Estimated Time Answer 166 Queued Callers Queue Position 166 Queued Start Point 164, 182 Que[...]

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.exe 91, 404 Run regedt32.exe 408 Run Restorereg.bat file 412 Russian 65 S S/N 367 S8100 433 acc[...]

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, 66, 91, 122, 128, 132, 365, 366, 367, 371, 372, 380, 394, 398, 404, 415, 416 software attempts 416 SOFTWARE/Avaya/Integrated Messaging/Admin” 91, [...]

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/Services/IMS Navigate 408 SYSTEMROOT 377, 417 systems running 157, 160 T tab gives list 101 TCP Port 135 393, 414 TCP Port 2000 393, 414 TCP/IP 363, 3[...]

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.bat 393 Up Callback Setting 194 Up Text To Speech Setting 70 Up Voicemail Transfer Options Setting 102 Updates In 157, 429, 430 Updates Out 429, 430 Upgrade 41, 70,[...]

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 Voice Recording Administrators 170 Voice Recording Library 24, 168, 170, 173, 176, 246 Voiced Names Dynamic 430 Voicemail Email settings 57 Voicemail Call[...]

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, 207, 245, 246, 301 voicemail ringback 101, 142, 154, 158, 193 Check 99 Voicemail Ringback Number 101 voicemail ringback on/off 154 voicemail rings use[...]

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 Settings 381 Y YEAR/MONTH/DAY HOUR 327 Yes - Select 133 Your call 142, 288, 301 Your estimated 166 Your Network 430 Your Password 288 Changing 140[...]

[...]

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. The company reserves the right to make alterations or amendments to the detailed specificatio[...]