Avaya 6 manual

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

Voicemail Pro Installation and Maintenance Page 2 15-601063 Issue 22e (16 May 2010) IP Office Release 6 © 2010 AVAYA All Rights Reserved. Notices While reasonable efforts have been made to ensure that the information in this document is complete and accurate at the time of printing, Avaya assumes no liability for any errors. Avaya reserves the rig[...]

Voicemail Pro Installation and Maintenance Page 3 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Contents Contents Voicemail Pro 1. ..................................................................... 11 1.1 What is New in 6.0 ..................................................................... 15 1.2 Supported Languages ..................[...]

Voicemail Pro Installation and Maintenance Page 4 15-601063 Issue 22e (16 May 2010) IP Office Release 6 ..................................................................... 204 4.5 Mailbox Actions ............................................................................ 205 4.5.1 Get Mail ........................................................[...]

Voicemail Pro Installation and Maintenance Page 5 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Contents ..................................................................... 365 7.2 Database Connection ............................................................................ 366 7.2.1 Example Database Scenario ..........................[...]

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Voicemail Pro Installation and Maintenance Page 7 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Chapter 1.[...]

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Voicemail Pro Installation and Maintenance Page 9 15-601063 Issue 22e (16 May 2010) IP Office Release 6 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 I[...]

Voicemail Pro Installation and Maintenance Page 10 15-601063 Issue 22e (16 May 2010) IP Office Release 6[...]

Voicemail Pro Installation and Maintenance Page 11 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro: 1.1 What is New in 6.0 The following is a summary of the new features in the IP Office Voicemail Pro 6.0 release. For details of previous releases refer to the Appendix . Voicemail Pro 6.0 is supported with systems running IP Offi[...]

Voicemail Pro Installation and Maintenance Page 12 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Centralized Voicemail In addition to the support for IP Office control fallback added in IP Office Release 5, the following additional options are now supported within a Small Community Network using IP Office Release 6 and Voicemail Pro 6.0: ·[...]

Voicemail Pro Installation and Maintenance Page 13 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro: What is New in 6.0 Voicemail Operation Features · Alarm Action Enhancements The alarms provided by the voicemail server using the Alarm Set action and the Alarms queue panel have been enhanced to allow alarm repetition and to req[...]

Voicemail Pro Installation and Maintenance Page 14 15-601063 Issue 22e (16 May 2010) IP Office Release 6[...]

Voicemail Pro Installation and Maintenance Page 15 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro: What is New in 6.0 1.2 Supported Languages By default the prompts installed match the installer language selection plus English. If other languages are required they need to be selected by doing a custom installation. The installa[...]

Voicemail Pro Installation and Maintenance Page 16 15-601063 Issue 22e (16 May 2010) IP Office Release 6 1.3 Number of Simultaneous 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 below. IP O[...]

Voicemail Pro Installation and Maintenance Page 17 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro Chapter 2.[...]

Voicemail Pro Installation and Maintenance Page 18 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2. Installing Voicemail Pro Voicemail Pro 6.0 can be installed with the following IP Office systems running IP Office Release 6 software: · IP406 V2. · IP412. · IP Office 500. · IP Office 500 V2. 2.1 General Installation Requirements Here is[...]

Voicemail Pro Installation and Maintenance Page 19 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: General Installation Requirements 2.1.1 PC Specification The PC specifications given below are the minimum required. To avoid having to replace the server when upgrading we recommend that at least a Pentium 4 2.8GHz or [...]

Voicemail Pro Installation and Maintenance Page 20 15-601063 Issue 22e (16 May 2010) IP Office Release 6 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: [...]

Voicemail Pro Installation and Maintenance Page 21 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: General Installation Requirements Ports Component Location - %ProgramFiles%AvayaIP Office Ports Voicemail Pro Service Voicemail ProVMvmprov5svc.exe UDP 50791. UDP 50795. ALL 50801. ALL 8089. VMPro Database Voicemai[...]

Voicemail Pro Installation and Maintenance Page 22 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2.1.2 Voicemail Pro Licenses The Help | About screen in the voicemail client can be used to check which IP Office the voicemail server is working and the licenses it has received from that IP Office. The license keys are entered into the IP Offi[...]

Voicemail Pro Installation and Maintenance Page 23 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: General Installation Requirements Legacy Licenses The following legacy licenses are still supported by IP Office Release 6. · UMS Web Services This legacy license is used to enable UMS voicemail services support for us[...]

Voicemail Pro Installation and Maintenance Page 24 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2.1.3 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 directly connected, changing [...]

Voicemail Pro Installation and Maintenance Page 25 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: General Installation Requirements 2.1.4 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[...]

Voicemail Pro Installation and Maintenance Page 26 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2.1.7 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[...]

Voicemail Pro Installation and Maintenance Page 27 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: General Installation Requirements 2.2 Server/Client Installation The Voicemail Pro installation software offers a number of different types of installation. The key types are client only, compact, typical and custom. Th[...]

Voicemail Pro Installation and Maintenance Page 28 15-601063 Issue 22e (16 May 2010) IP Office Release 6 To install the Voicemail Pro software components: 1. Insert the IP Office Applications DVD . Click on the link for Voicemail Pro and then double-click on setup.exe . 2. The Choose Setup Language menu is displayed. This language is used for the i[...]

Voicemail Pro Installation and Maintenance Page 29 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: Server/Client Installation 5. To enforce server authentication, check the Server Requires Authentication box . This is optional. If you check it you also need to provide the Account Name and Password that need to be ent[...]

Voicemail Pro Installation and Maintenance Page 30 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2.2.1 Modifying the Installed Components 1. Start the Windows Control Panel . 2. Select Add and Remove Programs . 3. Select IP Office Voicemail Pro from the list of installed applications. 4. Click on Change . 5. Select Modify and click Next . 6[...]

Voicemail Pro Installation and Maintenance Page 31 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: Server/Client Installation 2.2.2 Web Campaigns Installation The web campaigns component of Voicemail Pro requires IIS to be installed and running on the server PC. 1. Check that IIS is installed and running on the serve[...]

Voicemail Pro Installation and Maintenance Page 32 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2.2.3 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 know how to check the services and to manually restar[...]

Voicemail Pro Installation and Maintenance Page 33 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: Server/Client 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 circumstanc[...]

Voicemail Pro Installation and Maintenance Page 34 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2.3 Upgrading Voicemail Pro This section describes how to upgrade Voicemail Pro. The options available are: · Upgrading from Voicemail Lite · Upgrading from below Voicemail Pro 3.2 · Upgrade from 3.2 or higher 2.3.1 Upgrade from below version[...]

Voicemail Pro Installation and Maintenance Page 35 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: Upgrading Voicemail Pro 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, sel[...]

Voicemail Pro Installation and Maintenance Page 36 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2.3.3 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 described here will r[...]

Voicemail Pro Installation and Maintenance Page 37 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: Upgrading Voicemail Pro 2.4 UMS Web Services Voicemail Pro 4.2+ adds support for user mailboxes to be accessed using the additional methods listed below. For Voicemail Pro 5.0+ this has been expanded to include hunt gro[...]

Voicemail Pro Installation and Maintenance Page 38 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2.4.1 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. Once configured, the IMAP fol[...]

Voicemail Pro Installation and Maintenance Page 39 15-601063 Issue 22e (16 May 2010) IP Office Release 6 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 [...]

Voicemail Pro Installation and Maintenance Page 40 15-601063 Issue 22e (16 May 2010) IP Office Release 6 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[...]

Voicemail Pro Installation and Maintenance Page 41 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: UMS Web Services 2.4.2 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 mailbo[...]

Voicemail Pro Installation and Maintenance Page 42 15-601063 Issue 22e (16 May 2010) IP Office Release 6 User and Browser Requirements For users to access Web Voicemail they require a web browser that meets the following requirements: · o Javascript Enabled Web Browser Web Voicemail is tested against the following browsers. Other browser may work [...]

Voicemail Pro Installation and Maintenance Page 43 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: UMS Web Services 5. In the Licenses section check that the License Status of the licenses is now shown as Valid . 6. Start the Voicemail Pro client 7. Select Help | About . 8. The screen should list the Web Services as [...]

Voicemail Pro Installation and Maintenance Page 44 15-601063 Issue 22e (16 May 2010) IP Office Release 6 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 that th[...]

Voicemail Pro Installation and Maintenance Page 45 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: UMS Web Services 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 Explo[...]

Voicemail Pro Installation and Maintenance Page 46 15-601063 Issue 22e (16 May 2010) IP Office Release 6 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 Installation and Maintenance Page 47 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: UMS Web Services 2.4.3 Exchange 2007 Installation A UMS user or group can be configured to have their voicemail messages forwarded to the inbox of an Exchange 2007 email account. They can then access their voicemail mes[...]

Voicemail Pro Installation and Maintenance Page 48 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Exchange Server 2007 Unified Messaging Configuration This is a simple overview of the minimum steps required. For full details refer to the Microsoft documentation. In order to support UMS Exchange Server 2007 operation, the Exchange Sever must [...]

Voicemail Pro Installation and Maintenance Page 49 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: UMS Web Services Having enabled the Unified Messaging role on the Exchange Server, the role can be configured and enabled for the mailboxes. 1. Select Start | Programs | Microsoft Exchange Server 2007 | Exchange Server [...]

Voicemail Pro Installation and Maintenance Page 50 15-601063 Issue 22e (16 May 2010) IP Office Release 6 a. Expand the Recipient Configuration section and select Mailbox . b. Right click on the configuration settings used for general mailbox users and select Enable Unified Messaging... . c. The wizard for the mailbox Unified Messaging settings is s[...]

Voicemail Pro Installation and Maintenance Page 51 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: UMS Web Services e. Select Automatically generate PIN to access Outlook Voice Access . Click Next . f. Select Manually entered mailbox extension . Enter a number that matches the digit length that was specified in the U[...]

Voicemail Pro Installation and Maintenance Page 52 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2.5 Centralized Voicemail Pro A Small Community Network (SCN) consists of several IP Office telephone systems. These are connected using H323 Lines where the Supplementary Services settings of the lines has been set to IP Office SCN . For detail[...]

Voicemail Pro Installation and Maintenance Page 53 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: Centralized Voicemail Pro 2.5.1 Centralized Voicemail Within a Small Community Network, a single Voicemail Pro server can be used to provide voicemail features for all the IP Offices in the SCN. One IP Office is configu[...]

Voicemail Pro Installation and Maintenance Page 54 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2.5.2 Fallback IP Office Control IP Office Release 5.0+ supports a number of fallback features for Small Community Networks. In conjunction with Voicemail Pro 5.0+, fallback can include one of the IP Offices assuming control of the voicemail ser[...]

Voicemail Pro Installation and Maintenance Page 55 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: Centralized Voicemail Pro 2.5.3 Backup Voicemail Server Operation For IP Office Release 6.0, the central IP Office hosting the Voicemail Pro server can be configured with the IP address of a backup voicemail server. If [...]

Voicemail Pro Installation and Maintenance Page 56 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2.5.4 Distributed Voicemail Servers For IP Office Release 6.0, remote IP Offices in the Small Community Network can be associated with another voicemail server in addition to the centralized voicemail server. The additional distributed server th[...]

Voicemail Pro Installation and Maintenance Page 57 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: Centralized Voicemail Pro Summary of IP Office Configuration Settings for Distributed Voicemail Severs IP Office Settings Central IP Office Other IP Offices IP Office with Distributed Server Voicemail Type Voicemail Pro[...]

Voicemail Pro Installation and Maintenance Page 58 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2.5.5 Combined Options The various centralized voicemail options (standard, fallback, backup and distributed) can be used within the same Small Community Network. · An IP Office using a distributed voicemail cannot be used as the fallback IP Of[...]

Voicemail Pro Installation and Maintenance Page 59 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: Centralized Voicemail Pro Example: Combined Fallback Control and Backup Server Operation In the example below the fallback IP Office control and backup voicemail server peration can be combined. Central Voicemail Server[...]

Voicemail Pro Installation and Maintenance Page 60 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2.5.6 Installation Notes Both the distributed voicemail and the backup voicemail scenarios use the same mechanism (SMTP email between the IIS on the voicemail servers) to exchange information between the servers. Therefore the following notes ap[...]

Voicemail Pro Installation and Maintenance Page 61 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: Centralized Voicemail Pro · Mail Server Enter the servers PC's full name, including domain, as being the SMTP mail server. This must be the fully qualified domain name. To obtain the name, right-click on My Comput[...]

Voicemail Pro Installation and Maintenance Page 62 15-601063 Issue 22e (16 May 2010) IP Office Release 6 IP Office Configuration Configuring Distributed Voicemail Server Operation 1. The centralized voicemail server for the SCN and its central IP Office are configured as normal. 2. Each IP Office not hosting a distributed voicemail server is config[...]

Voicemail Pro Installation and Maintenance Page 63 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: Centralized Voicemail Pro Check the Server Connections 1. Check Connection to the Central Server In the following tests, remember to use the fully qualified domain name of each server. a. Ping Test Make a ping from the [...]

Voicemail Pro Installation and Maintenance Page 64 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2.6 Voicemail Email Voicemail Email allows the voicemail server to provide a number of email functions: · Forward a Message to Email If the voicemail server is set to IP Office mailbox mode, mailbox users are able to manually forward an voicema[...]

Voicemail Pro Installation and Maintenance Page 65 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: Voicemail Email 2.6.1.1 Selecting SMTP Operation By default, the Voicemail Pro server is configured for SMTP email mode. However if required it can be switched between SMTP and MAPI mode. Some options are not available [...]

Voicemail Pro Installation and Maintenance Page 66 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2.6.1.2 Changing the Server SMTP Settings To configure the server SMTP email settings: 1. Open the Windows Control Panel . 2. Select IP Office Voicemail Pro . The IP Office Voicemail Pro window opens. 3. Click the SMTP Email Settings tab. · Mai[...]

Voicemail Pro Installation and Maintenance Page 67 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: Voicemail Email 2.6.1.3 Setting the Server Email Address To configure email settings: 1. Open the Windows Control Panel. 2. Select IP Office Voicemail Pro . The IP Office Voicemail Pro window opens. 3. Click the Email S[...]

Voicemail Pro Installation and Maintenance Page 68 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2.6.1.4 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 include[...]

Voicemail Pro Installation and Maintenance Page 69 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: Voicemail Email 2.6.2 MAPI Setup 2.6.2.1 Domain Member Before you start to install the Voicemail Pro software, you must : 1. Create a Voicemail Domain Account . 2. Configure Outlook for Internet Mail . You are then read[...]

Voicemail Pro Installation and Maintenance Page 70 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2.6.2.1.2 Configuring Outlook for VoiceMail 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 the nam[...]

Voicemail Pro Installation and Maintenance Page 71 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: Voicemail Email 2.6.2.1.3 Installing the VoiceMail Pro Software Log off and log back on using the Voicemail account and password. 1. Install the required Voicemail Pro software. 2. When the installation process requests[...]

Voicemail Pro Installation and Maintenance Page 72 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2.6.2.2 Work Group Member Before you start to install the Voicemail Pro software, you must: 1. Create a Voicemail User Account . 2. Configure Outlook Express for Internet Mail . 3. Configure Outlook for Voicemail Email . 4. Configure Outlook for[...]

Voicemail Pro Installation and Maintenance Page 73 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: Voicemail Email 2.6.2.2.3 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 ente[...]

Voicemail Pro Installation and Maintenance Page 74 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2.6.2.2.4 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 steps below will ca[...]

Voicemail Pro Installation and Maintenance Page 75 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: Voicemail Email 2.6.2.2.5 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[...]

Voicemail Pro Installation and Maintenance Page 76 15-601063 Issue 22e (16 May 2010) IP Office Release 6 3. Click the MAPI tab. 4. The Use Email Protocol settings allow you to switch Voicemail Pro between MAPI and SMTP . · If MAPI is selected, a valid MAPI profile and password must be entered in the fields above. That MAPI profile must exist withi[...]

Voicemail Pro Installation and Maintenance Page 77 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: Voicemail Email 2.6.2.2.8 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. Ent[...]

Voicemail Pro Installation and Maintenance Page 78 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2.6.3 Voicemail Email Operation 2.6.3.1 User and Group Configuration The email address for each user and hunt group is set through the IP Office configuration. · Voicemail Email: Default = Blank (No voicemail email features) This field is used [...]

Voicemail Pro Installation and Maintenance Page 79 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: Voicemail Email · Forward If this mode is selected, each time a new voicemail message is received in the voicemail mailbox, that message is attached to an email and sent to the email address. No copy of the voicemail m[...]

Voicemail Pro Installation and Maintenance Page 80 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2.6.3.3 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 above, the eMail acti[...]

Voicemail Pro Installation and Maintenance Page 81 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: Voicemail Email 2.7 Text to Speech (TTS) Installation The Voicemail Pro server is able to use Text to Speech (TTS) in the following ways: · Speak text in call flows using the Speak Text action. The text can include var[...]

Voicemail Pro Installation and Maintenance Page 82 15-601063 Issue 22e (16 May 2010) IP Office Release 6 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 Advanced Edition or VMPro TTS (Generic) license into the IP Office configuration. Send the new co[...]

Voicemail Pro Installation and Maintenance Page 83 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: Text to Speech (TTS) Installation 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 [...]

Voicemail Pro Installation and Maintenance Page 84 15-601063 Issue 22e (16 May 2010) IP Office Release 6 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=&qu[...]

Voicemail Pro Installation and Maintenance Page 85 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: Text to Speech (TTS) Installation 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 a[...]

Voicemail Pro Installation and Maintenance Page 86 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2.7.5 Setting Up Text To Speech to Read Email In conjunction with MAPI email clients and Exchange server, TTS can be used to read new e-mails in a user's email inbox when they access their voicemail mailbox. · The Voicemail Pro server must[...]

Voicemail Pro Installation and Maintenance Page 87 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: Text to Speech (TTS) Installation 2.8 IP Office Configuration The default IP Office configuration settings allow almost immediate voicemail operation as soon as a voicemail server is running on the LAN. Those default se[...]

Voicemail Pro Installation and Maintenance Page 88 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2.8.1 System Settings The IP Office can work with several different types of voicemail server. Therefore it is important to check that it is configured for operation with Voicemail Pro. 1. In IP Office Manager, select System . 2. Click the Voice[...]

Voicemail Pro Installation and Maintenance Page 89 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: IP Office Configuration · Voicemail Channel Reservation For calls going to voicemail from the IP Office, the IP Office can restrict how many sessions of various types are active at the same time. See Voicemail Channel [...]

Voicemail Pro Installation and Maintenance Page 90 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2.8.2 User Voicemail Settings Voicemail can be configured for each individual user in IP Office Manager. 1. Open IP Office Manager. 2. In the Navigation pane, click User and select the individual user. 3. Select the Voicemail tab. · Voicemail C[...]

Voicemail Pro Installation and Maintenance Page 91 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: IP Office Configuration · Off If off, none of the options below are used for automatic voicemail email. Users can also select this mode by dialing *03 from their extension. · Copy If this mode is selected, each time a[...]

Voicemail Pro Installation and Maintenance Page 92 15-601063 Issue 22e (16 May 2010) IP Office Release 6 The option Forward Hunt Group calls is also overridden if To Voicemail is selected.[...]

Voicemail Pro Installation and Maintenance Page 93 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: IP Office Configuration 2.8.3 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 [...]

Voicemail Pro Installation and Maintenance Page 94 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2.8.4 Hunt Group Settings Voicemail can be configured for each hunt group on the IP Office system. This section looks at the basic voicemail settings. For full details of other hunt group operation, see Hunt Group Voicemail . Voicemail Answer Ti[...]

Voicemail Pro Installation and Maintenance Page 95 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: IP Office Configuration · Voicemail Email Default = Off If an email address is entered for the user or group, the following options become selectable. These control the mode of automatic voicemail email operation provi[...]

Voicemail Pro Installation and Maintenance Page 96 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2.8.5 Voicemail Channel Reservations By default inbound calls routed from IP Office to voicemail are able to use any available voicemail channels, up to the limit of the number of licensed channels , regardless of how many calls of the same type[...]

Voicemail Pro Installation and Maintenance Page 97 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: IP Office Configuration To view the utilization of voicemail channels: 1. Open the System Status Application. 2. Click Resources . The System Resources summary is displayed. The following details are displayed: · The n[...]

Voicemail Pro Installation and Maintenance Page 98 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2.9 Voicemail Pro Preferences There are two main areas through which Voicemail Pro system preferences are set and configured. · Voicemail Pro Client These voicemail server settings are set using the Voicemail Pro client. · General General voic[...]

Voicemail Pro Installation and Maintenance Page 99 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: Voicemail Pro Preferences 2.9.1 System Preferences A range of voicemail server settings can be set through the Voicemail Pro client. To change the Voicemail Pro Preferences: 1. Click the Preferences icon and then choose[...]

Voicemail Pro Installation and Maintenance Page 100 15-601063 Issue 22e (16 May 2010) IP Office Release 6 · Default Telephony Interface Select the mailbox operation mode for all mailboxes. The options are IP Office mode or Intuity emulation mode. · Voicemail Password A voicemail password is optional for the voicemail server is optional. If you se[...]

Voicemail Pro Installation and Maintenance Page 101 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: Voicemail Pro Preferences 2.9.1.2 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 ma[...]

Voicemail Pro Installation and Maintenance Page 102 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2.9.1.3 MAPI By default, the Voicemail Pro server is configured for SMTP email mode. However if required it can be switched between SMTP and MAPI mode. Some options are not available if you are working offline. You must be working online to use[...]

Voicemail Pro Installation and Maintenance Page 103 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: Voicemail Pro Preferences 2.9.1.4 Housekeeping This tab is used to set the Voicemail Pro server settings for automatically deleting messages and for the default playback order of messages. For Voicemail Pro 6.0+ it is [...]

Voicemail Pro Installation and Maintenance Page 104 15-601063 Issue 22e (16 May 2010) IP Office Release 6 · Deleted Messages This status is used for messages that have been marked as deleted through mailbox access. 5. Click OK . 6. Click Save and Make Live and select Yes . 2.9.1.5 SNMP Alarm The IP Office system can be configured to send alarms. T[...]

Voicemail Pro Installation and Maintenance Page 105 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: Voicemail Pro Preferences 2.9.1.6 Outcalling The outcalling preferences in Voicemail Pro are defaults for global operation. Mailbox owners can configure their own outcalling options from their telephone, for example, c[...]

Voicemail Pro Installation and Maintenance Page 106 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2.9.1.7 VPNM This set of preferences are only available if VPNM was selected during installation and is licensed within the IP Office configuration. It is used to add a list of the remote VPNM servers and mailbox users on those servers. To open[...]

Voicemail Pro Installation and Maintenance Page 107 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing 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 b[...]

Voicemail Pro Installation and Maintenance Page 108 15-601063 Issue 22e (16 May 2010) IP Office Release 6 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 [...]

Voicemail Pro Installation and Maintenance Page 109 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: Voicemail Pro Preferences 2.9.2 Control Panel Options To change the Voicemail Pro Server Preferences: 1. Open the Windows Control Panel . 2. Select IP Office Voicemail Pro . 3. The tabs and options within the tabs will[...]

Voicemail Pro Installation and Maintenance Page 110 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2.9.2.1 System Settings 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 incr[...]

Voicemail Pro Installation and Maintenance Page 111 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: Voicemail Pro Preferences 2.9.2.2 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 W[...]

Voicemail Pro Installation and Maintenance Page 112 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2.9.2.3 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. To configure the server SMTP email settings: 1. Open the Windows Control [...]

Voicemail Pro Installation and Maintenance Page 113 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: Voicemail Pro Preferences 2.10 Troubleshooting 2.10.1 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 automa[...]

Voicemail Pro Installation and Maintenance Page 114 15-601063 Issue 22e (16 May 2010) IP Office Release 6 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 which [...]

Voicemail Pro Installation and Maintenance Page 115 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: Troubleshooting 2.10.2 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 tryi[...]

Voicemail Pro Installation and Maintenance Page 116 15-601063 Issue 22e (16 May 2010) IP Office Release 6 2.10.3 Tracing in Debug Many applications, including Voicemail Pro, output activity messages that are viewable in Debug View (DbgView). This application can be downloaded from http://marketingtools.avaya.com/knowledgebase/tools/debug . Installa[...]

Voicemail Pro Installation and Maintenance Page 117 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Installing Voicemail Pro: Troubleshooting 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 [...]

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Voicemail Pro Installation and Maintenance Page 119 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Using the Voicemail Pro Client Chapter 3.[...]

Voicemail Pro Installation and Maintenance Page 120 15-601063 Issue 22e (16 May 2010) IP Office Release 6 3. Using the Voicemail Pro Client 3.1 Logging in to the Voicemail Pro Server If you start the Voicemail Pro client on the same computer as the voicemail server, it will assume that you wish to manager the server and will automatically load its [...]

Voicemail Pro Installation and Maintenance Page 121 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Using the Voicemail Pro Client: Continue Offline Message Window 3.3 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: · T[...]

Voicemail Pro Installation and Maintenance Page 122 15-601063 Issue 22e (16 May 2010) IP Office Release 6 3.4 Saving Changes and Making them Live The call flow settings shown and edited using the Voicemail Pro client are stored in a database file ( Vmdata.mdb ) on the voicemail server. However, when edited, the changes are not automatically applied[...]

Voicemail Pro Installation and Maintenance Page 123 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Using the Voicemail Pro Client: Voicemail Shutdown or Suspend 2. Select one of the options: · Continue Selecting this option will start the polite shutdown process for the server. Once the server is shut down it can only be restart by restarti[...]

Voicemail Pro Installation and Maintenance Page 124 15-601063 Issue 22e (16 May 2010) IP Office Release 6 3.7 Closing Down When you have finished working, you can close down the Voicemail Pro Client. To close the Voicemail Pro Client: 1. From the File menu, select Exit . 2. If you have not made any changes, the Voicemail Pro Client closes and you a[...]

Voicemail Pro Installation and Maintenance Page 125 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Using the Voicemail Pro Client: Closing Down 3.8 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. If the Voicemail Pro client [...]

Voicemail Pro Installation and Maintenance Page 126 15-601063 Issue 22e (16 May 2010) IP Office Release 6 3.9 Administrator Accounts When the Voicemail Pro client is used on the same PC as the voicemail pro server it connects automatically to that locale server. No specific Voicemail Pro client user account is used. You can also use the Voicemail P[...]

Voicemail Pro Installation and Maintenance Page 127 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Using the Voicemail Pro Client: Administrator Accounts 1. From the File menu, select Change Password . 2. In the New Password box, type the new password. 3. In the Confirm Password box, retype the new password. 4. Save the changes.[...]

Voicemail Pro Installation and Maintenance Page 128 15-601063 Issue 22e (16 May 2010) IP Office Release 6 3.10 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 fl[...]

Voicemail Pro Installation and Maintenance Page 129 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Using the Voicemail Pro Client: Using the Navigation and Details Panes · Server Queues · Alarms Click on this icon will display a list of outgoing alarm calls that the voicemail server is current scheduled to make. The list can be used to edi[...]

Voicemail Pro Installation and Maintenance Page 130 15-601063 Issue 22e (16 May 2010) IP Office Release 6 3.11.1 Users / Groups When you click on Users or Groups in the left-hand navigation pane, the right-hand pane displays information about the user or group mailboxes. When you right-click on a mailbox a number of options are available: · Add St[...]

Voicemail Pro Installation and Maintenance Page 131 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Using the Voicemail Pro Client: Using the Navigation and Details Panes 3.11.1.1 Account Right-clicking on a user mailbox and selecting View Mailbox Details displays a menu with a number of tabs. These can be used to view and if necessary edit s[...]

Voicemail Pro Installation and Maintenance Page 132 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Personal Distributions Lists Intuity mode mailbox users can user personal distribution lists as the destination for voicemail messages they are sending or forwarding to other mailbox user. This saves them having to enter the individual mailbox [...]

Voicemail Pro Installation and Maintenance Page 133 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Using the Voicemail Pro Client: Using the Navigation and Details Panes 5. When adding or editing a list a separate menu is displayed allowing the list name, type and members to be specified.[...]

Voicemail Pro Installation and Maintenance Page 134 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Outcalling Using the Voicemail Pro client you can view and edit a user's outcalling settings. 1. Click on Users in the navigation pane. A list of all the user mailboxes on the server is displayed in the details pane. 2. Locate the users ma[...]

Voicemail Pro Installation and Maintenance Page 135 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Using the Voicemail Pro Client: Using the Navigation and Details Panes · Enabled During Time Profile Allows a user specific time profile for outcalling to be specified. · Enabled During Peak Time Use outcalling during the peak time period def[...]

Voicemail Pro Installation and Maintenance Page 136 15-601063 Issue 22e (16 May 2010) IP Office Release 6 3.11.2 Voicemail Pro Administrators By clicking on Voicemail Pro Administrators in the left-hand pane, you can view all the existing accounts and their current status. You can also use the Voicemail Pro Client remotely from another PC. However [...]

Voicemail Pro Installation and Maintenance Page 137 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Using the Voicemail Pro Client: Using the Navigation and Details Panes 3.11.3 Server Queues The following options are new in Voicemail Pro 5.0+. 3.11.3.1 Alarms The Voicemail Pro client can display the alarm calls that have been configured for [...]

Voicemail Pro Installation and Maintenance Page 138 15-601063 Issue 22e (16 May 2010) IP Office Release 6 · File This field is optional. If a file is specified here it is used for the alarm call. If no file is specified the default alarm message ( "This is an alarm call, please hang up" ) is used. · Display Text By default the alarm wil[...]

Voicemail Pro Installation and Maintenance Page 139 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Using the Voicemail Pro Client: Using the Navigation and Details Panes 3.11.3.2 Outcalls When you click on Outcalls in the left hand navigation pane, details of any currently set calls are displayed in the right hand pane. These are calls being[...]

Voicemail Pro Installation and Maintenance Page 140 15-601063 Issue 22e (16 May 2010) IP Office Release 6 3.11.3.3 User Variables The Voicemail Pro client allows you to define user variables for the system that are then useable within any call flows. User variables differ from call variables in that they are system wide values that can be shared be[...]

Voicemail Pro Installation and Maintenance Page 141 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Using the Voicemail Pro Client: Using the Navigation and Details Panes Example of Using User Variables 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 whe[...]

Voicemail Pro Installation and Maintenance Page 142 15-601063 Issue 22e (16 May 2010) IP Office Release 6 3.11.4 Distributed Voicemails This screen displays information about the other voicemail servers when distributed voicemail is being used in an IP Office Small Community Network. 56[...]

Voicemail Pro Installation and Maintenance Page 143 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Using the Voicemail Pro Client: Using the Navigation and Details Panes 3.12 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. ·[...]

Voicemail Pro Installation and Maintenance Page 144 15-601063 Issue 22e (16 May 2010) IP Office Release 6 3.13 Importing and Exporting You can import or export the voicemail call flow as a . mdb database file. Exporting the configuration is a recommended step when upgrading a voicemail system . You can also import and export selected modules as a .[...]

Voicemail Pro Installation and Maintenance Page 145 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Using the Voicemail Pro Client: Importing and Exporting 3.14 Backup and Restore Settings The voicemail server can be configured to do automatic backups of settings, messages and recordings. Separate settings for daily, weekly and monthly backup[...]

Voicemail Pro Installation and Maintenance Page 146 15-601063 Issue 22e (16 May 2010) IP Office Release 6 3.14.1 Backup Configuration From the Administration menu, select Preferences > General . 1. Click the Housekeeping tab. A summary of the last run backup and the next scheduled backup are listed at the bottom of the menu. 2. Click on Configur[...]

Voicemail Pro Installation and Maintenance Page 147 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Using the Voicemail Pro Client: Backup and Restore Settings 3.14.2 Doing a Manual Backup From the Administration menu, select Preferences > General . 1. Click the Housekeeping tab. A summary of the last run backup and the next scheduled back[...]

Voicemail Pro Installation and Maintenance Page 148 15-601063 Issue 22e (16 May 2010) IP Office Release 6 3.14.3 Restoring a Previous Backup When you select to do a restore, the voicemail server will first suspend calls before it starts restoring files. Once the restoration has been complete, normal server operation is resumed. 1. From the Administ[...]

Voicemail Pro Installation and Maintenance Page 149 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Using the Voicemail Pro Client: Including Other Files 3.15 Including Other Files In some special circumstances it may be necessary to include the settings of an existing . vmp file into the Voicemail Pro settings. To include other files: 1. Fro[...]

Voicemail Pro Installation and Maintenance Page 150 15-601063 Issue 22e (16 May 2010) IP Office Release 6 3.16 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 point. If no matc[...]

Voicemail Pro Installation and Maintenance Page 151 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Using the Voicemail Pro Client: Start Points · Short Codes This folder contains any start points set up for particular short codes. Short code start points require the Telephone Number entry of the matching short code in the IP Office Manager [...]

Voicemail Pro Installation and Maintenance Page 152 15-601063 Issue 22e (16 May 2010) IP Office Release 6 3.16.1 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 mailbox. · Lea[...]

Voicemail Pro Installation and Maintenance Page 153 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Using the Voicemail Pro Client: Start Points 3.16.2 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[...]

Voicemail Pro Installation and Maintenance Page 154 15-601063 Issue 22e (16 May 2010) IP Office Release 6 3.16.3 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[...]

Voicemail Pro Installation and Maintenance Page 155 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Using the Voicemail Pro Client: Start Points 3.17 User Variables The Voicemail Pro client allows you to define user variables for the system that are then useable within any call flows. User variables differ from call variables in that they are[...]

Voicemail Pro Installation and Maintenance Page 156 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Example of Using User Variables 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 simi[...]

Voicemail Pro Installation and Maintenance Page 157 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Using the Voicemail Pro Client: User Variables 3.18 Call Variables A number of call 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. Call varia[...]

Voicemail Pro Installation and Maintenance Page 158 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Available Variables Variable Write Description $CID Contains the unique call ID that the IP Office assigns to all calls that it handles. The same call ID is shown in IP Office SMDR records. $CLI Holds the CLI of the caller if available to the I[...]

Voicemail Pro Installation and Maintenance Page 159 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Using the Voicemail Pro Client: Call Variables 3.19 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 sta[...]

Voicemail Pro Installation and Maintenance Page 160 15-601063 Issue 22e (16 May 2010) IP Office Release 6 3.20 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 [...]

Voicemail Pro Installation and Maintenance Page 161 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Using the Voicemail Pro Client: The Conditions Editor 3.20.1 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[...]

Voicemail Pro Installation and Maintenance Page 162 15-601063 Issue 22e (16 May 2010) IP Office Release 6 To add elements to a condition: 1. Click the Element List icon in the toolbar. 2. Click the type of element required. · Calendar - See Calendar . · Week Planner - See Week Planner . · Compare - See Compare . · Condition - See Condition . 3.[...]

Voicemail Pro Installation and Maintenance Page 163 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Using the Voicemail Pro Client: The Conditions Editor 3.20.2 Calendar Select days from the calendar (up to 255 days) which, if the current date matches the selected day, return 'true'. Double-click a day to select or deselect the day.[...]

Voicemail Pro Installation and Maintenance Page 164 15-601063 Issue 22e (16 May 2010) IP Office Release 6 3.20.3 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' period on each day. [...]

Voicemail Pro Installation and Maintenance Page 165 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Using the Voicemail Pro Client: The Conditions Editor 3.20.4 Condition The Condition element is used to combine the value of an already existing condition. When selected the element displays a list of the other conditions from which to select. [...]

Voicemail Pro Installation and Maintenance Page 166 15-601063 Issue 22e (16 May 2010) IP Office Release 6 3.20.5 Compare The Compare element is used to add a variable that will be used to determine the call flow to be presented to the caller. You can compare Voicemail Pro call variables , for example $POS or $ETA, against each other or against a va[...]

Voicemail Pro Installation and Maintenance Page 167 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Using the Voicemail Pro Client: About 1. In the menu bar, select Help and then About. 2. The menu displays information from the voicemail server. This includes the address of the IP Office with which it is working and the licenses it has receiv[...]

Voicemail Pro Installation and Maintenance Page 168 15-601063 Issue 22e (16 May 2010) IP Office Release 6[...]

Voicemail Pro Installation and Maintenance Page 169 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions Chapter 4.[...]

Voicemail Pro Installation and Maintenance Page 170 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4. 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 b[...]

Voicemail Pro Installation and Maintenance Page 171 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: 4.1 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 [...]

Voicemail Pro Installation and Maintenance Page 172 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4.2 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 in all call flows. It is simply the start poin[...]

Voicemail Pro Installation and Maintenance Page 173 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Available Actions Configuration Actions These actions allow a caller to change the settings of a user or hunt group mailbox. · Edit Play List Action Re-record a prompt. · Record Name Action Re-record a mailbox name . ·[...]

Voicemail Pro Installation and Maintenance Page 174 15-601063 Issue 22e (16 May 2010) IP Office Release 6 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 Action Play a recording to an ex[...]

Voicemail Pro Installation and Maintenance Page 175 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Available 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 [...]

Voicemail Pro Installation and Maintenance Page 176 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4.3 Standard Action Tabs The standard tabs of an action are: · General Set a name for the action in the call flow and whether a PIN code is required by callers to use the action. · Entry Prompts Sets the prompts that should be played to calle[...]

Voicemail Pro Installation and Maintenance Page 177 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Standard Action Tabs 4.3.2 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 adju[...]

Voicemail Pro Installation and Maintenance Page 178 15-601063 Issue 22e (16 May 2010) IP Office Release 6 The Edit Play List action can be used in call flows to record a specified prompt. This allows the creation of call flow options where the voicemail user can record prompts themselves to reflect changes in operation. Speaking Variables to Caller[...]

Voicemail Pro Installation and Maintenance Page 179 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Standard Action Tabs 4.3.2.1 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 [...]

Voicemail Pro Installation and Maintenance Page 180 15-601063 Issue 22e (16 May 2010) IP Office Release 6 3. Click the record button to record the message. 4. Unless using TTS to generate the prompt, speak the message and then click the stop button when finished. 5. To listen to the recording, press the play button.[...]

Voicemail Pro Installation and Maintenance Page 181 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Standard Action Tabs To select a prompt. There are a large number of standard prompts that can be used. Enter the name of the prompt or use the button to browse to the required file. For a sample listing of these prompts [...]

Voicemail Pro Installation and Maintenance Page 182 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4.3.4 Reporting The Reporting tab provides information that is then used by other IP Office applications that can report of calls that use an voicemail call flow. Setting Customer Call Reporter Flag the current call has been answered by Voice M[...]

Voicemail Pro Installation and Maintenance Page 183 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Standard Action Tabs 4.3.5 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 ar[...]

Voicemail Pro Installation and Maintenance Page 184 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4.4 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 enter cus[...]

Voicemail Pro Installation and Maintenance Page 185 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Basic Actions 4.4.1.1 Arithmetic Evaluation This Generic option allows an arithmetic operation to be performed on call variables. The result is then stored in a selected call variable . For non-numeric values the string c[...]

Voicemail Pro Installation and Maintenance Page 186 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4.4.1.2 Change Callers Priority This Generic option allows the call priority of a call to be changed. The priority value is retained when the call is transferred back to the IP Office system. · When calls are presented to a hunt group on the I[...]

Voicemail Pro Installation and Maintenance Page 187 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Basic Actions 4.4.1.3 Change User or Group Configuration This Generic action option allows you to create generic commands that either get or set the value of configuration settings in the IP Office system. The IP Office s[...]

Voicemail Pro Installation and Maintenance Page 188 15-601063 Issue 22e (16 May 2010) IP Office Release 6 · Parameter Select the IP Office configuration setting that is being got or set. For full details of the operation of these settings refer to the IP Office Manager Application documentation. Parameter User Hunt Group Parameter Values Free Form[...]

Voicemail Pro Installation and Maintenance Page 189 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Basic Actions Free Format Equivalent This action creates a free format command of the form CFG:GET "<extension number>" <parameter name> <parameter value> or CFG:SET "<extension number&[...]

Voicemail Pro Installation and Maintenance Page 190 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4.4.1.4 Clear Counter This Generic action option allows one of the 15 $COUNTER call variables to be reset to 0. Voicemail Pro 5.0+ provides counter variable $COUNTER1 to $COUNTER15. These can be used in the same way as other variables. They can[...]

Voicemail Pro Installation and Maintenance Page 191 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Basic Actions 4.4.1.5 Counter Decrement This Generic action option allows one of the 15 $COUNTER call variables to decreased by 1. Voicemail Pro 5.0+ provides counter variable $COUNTER1 to $COUNTER15. These can be used in[...]

Voicemail Pro Installation and Maintenance Page 192 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4.4.1.6 Counter Increment This Generic action option allows one of the 15 $COUNTER call variables to be increased by 1. Voicemail Pro 5.0+ provides counter variable $COUNTER1 to $COUNTER15. These can be used in the same way as other variables. [...]

Voicemail Pro Installation and Maintenance Page 193 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Basic Actions 4.4.1.7 Generic Free Format Command This Generic action option allows the direct entry of generic commands. If the action has been previously used to setup using a specific type of generic command, the resul[...]

Voicemail Pro Installation and Maintenance Page 194 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4.4.1.8 Set Counter This Generic action option allows one of the 15 $COUNTER call variables to be set to a specific value. Voicemail Pro 5.0+ provides counter variable $COUNTER1 to $COUNTER15. These can be used in the same way as other variable[...]

Voicemail Pro Installation and Maintenance Page 195 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Basic Actions 4.4.1.9 Set CPxx Value This Generic action option allows a value to be stored as one of the 15 $CPxx call variables . The value to store can be the value of another variable or a value entered in the action.[...]

Voicemail Pro Installation and Maintenance Page 196 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4.4.1.10 String Manipulation This Generic action option allows a call variable to be edited in various ways. For example take the full CLI of a call (for example 01555364200) and save just the area code part (in the example 555) as a new value.[...]

Voicemail Pro Installation and Maintenance Page 197 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Basic Actions 4.4.1.11 Set Interdigit Delay This Generic action option lets the time that the voicemail server allows between entry of digits before assuming that entry has ceased to be adjusted. The setting is then used [...]

Voicemail Pro Installation and Maintenance Page 198 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4.4.2 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 examples of the action in a call flow, see: · Enteri[...]

Voicemail Pro Installation and Maintenance Page 199 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Basic Actions · $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 Installation and Maintenance Page 200 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4.4.3 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[...]

Voicemail Pro Installation and Maintenance Page 201 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Basic Actions · F = For Fax Calls The F letter can be used to automatically detect any incoming fax calls. Once detected, the calls can be routed to another number. See Routing Fax Calls Using a Menu Action . · Delete U[...]

Voicemail Pro Installation and Maintenance Page 202 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4.4.4 Goto The GoTo action will transfer the caller to another call flow start point. Settings 1. Click the Basic Actions icon and select GoTo . 2. The General , Entry Prompts , Reporting and Results tabs are standard tabs available to all acti[...]

Voicemail Pro Installation and Maintenance Page 203 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Basic Actions 4.4.5 Disconnect The effect of a Disconnect action depends on the type of call flow in which it is used. For calls within a Queued or Still Queued call flow, a Disconnect action will return the call back to [...]

Voicemail Pro Installation and Maintenance Page 204 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4.5 Mailbox Actions Mailbox Actions These actions relate to the leaving and collecting of messages from a mailbox. · Get Mail Action Collect messages from a mailbox. · Leave Mail Action Leave a message in a mailbox. · Listen Action Record to[...]

Voicemail Pro Installation and Maintenance Page 205 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Mailbox Actions 4.5.1 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 [...]

Voicemail Pro Installation and Maintenance Page 206 15-601063 Issue 22e (16 May 2010) IP Office Release 6 · Next This conditions when this option is used depend on the mailbox mode in which the Voicemail Pro is running: · IP Office mode Users who press 0 while they are logged into their mailbox will be routed to the Next result. · Intuity mode U[...]

Voicemail Pro Installation and Maintenance Page 207 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Mailbox Actions 4.5.2 Leave Mail The Leave Mail action allows the caller to leave a message in the start point's mailbox or in a specified mailbox. For examples of the action in a call flow, see: · Routing Calls to [...]

Voicemail Pro Installation and Maintenance Page 208 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4.5.3 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. For examples of the action in a c[...]

Voicemail Pro Installation and Maintenance Page 209 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Mailbox Actions 4.5.4 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 c[...]

Voicemail Pro Installation and Maintenance Page 210 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4.5.5 Campaign A campaign is used to ask callers a series of questions and record their spoken or key press responses. Agents can then access the campaign recordings and process the response using their telephone key pad or a web interface. Eac[...]

Voicemail Pro Installation and Maintenance Page 211 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Mailbox Actions 4.6 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-re[...]

Voicemail Pro Installation and Maintenance Page 212 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4.6.2 Record Name The Record Name action is used to allow callers to record a name prompt for their mailbox or a specified mailbox. For an example of the action in a call flow, see Adding a Record Name Module . The mailbox name prompt is used f[...]

Voicemail Pro Installation and Maintenance Page 213 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Configuration Actions 4.6.3 Personal Options 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 i[...]

Voicemail Pro Installation and Maintenance Page 214 15-601063 Issue 22e (16 May 2010) IP Office Release 6 · Personal Options Menu Results This action has the following result which can be connected to a further action: · Next Connect the action to a following action within the call flow.[...]

Voicemail Pro Installation and Maintenance Page 215 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Configuration Actions 4.6.4 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. For e[...]

Voicemail Pro Installation and Maintenance Page 216 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4.7 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 depe[...]

Voicemail Pro Installation and Maintenance Page 217 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Telephony Actions 4.7.1 Variable Routing This action routes calls based on whether a selected call variable matches any of the numbers specified by the action's settings. This action replaces the previous CLI Routing[...]

Voicemail Pro Installation and Maintenance Page 218 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Results This action has a s eparate result for each number 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[...]

Voicemail Pro Installation and Maintenance Page 219 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Telephony Actions 4.7.2 Route Incoming Call The Route Incoming Call action allows a call flow to be branched based on whether the call is internal or external. Settings 1. Click the Telephony Actions icon and select Route[...]

Voicemail Pro Installation and Maintenance Page 220 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4.7.3 Route by Call Status The Route by Call Status action allows a call flow to be branched based on the reason the original IP Office target for the call did not answer it. . Settings 1. Click the Telephony Actions icon and select Route by Ca[...]

Voicemail Pro Installation and Maintenance Page 221 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Telephony Actions 4.7.4 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 una[...]

Voicemail Pro Installation and Maintenance Page 222 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Results A Transfer action has no results. 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 where CLI/ANI matching is not suff[...]

Voicemail Pro Installation and Maintenance Page 223 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Telephony Actions 4.7.5 Whisper The Whisper action allows a recording made by the caller to be played to a transfer target while the caller is held. While listening to the recording and prompts the transfer target can eit[...]

Voicemail Pro Installation and Maintenance Page 224 15-601063 Issue 22e (16 May 2010) IP Office Release 6 · No answer timeout Select how long the voice mail server should wait for an answer before following the No Answer connection. The whisper action will not go to the target extension voicemail. · Prompts played before the recording and Prompts[...]

Voicemail Pro Installation and Maintenance Page 225 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Telephony Actions 4.7.6 Call List Using a 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 [...]

Voicemail Pro Installation and Maintenance Page 226 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4.7.7 Dial by Name The Dial by Name action enables callers to enter the name of the person or group they want to contact by dialing on a keypad. The caller is then played a list of matching names from which they make a selection. The list uses [...]

Voicemail Pro Installation and Maintenance Page 227 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Telephony Actions Settings 1. Click the Telephony Actions icon and select Dial by Name . 2. The General , Entry Prompts , Reporting and Results tabs are standard tabs available to all actions. 3. In the Specific tab you c[...]

Voicemail Pro Installation and Maintenance Page 228 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4.7.8 Conferencing Center The Conferencing Center action is used in conjunction with the Avaya IP Office Conferencing Center application. It provides a route for callers to enter the conference ID and their conference PIN code. · IP Office Con[...]

Voicemail Pro Installation and Maintenance Page 229 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Telephony Actions 4.7.9 Assisted Transfer The Assisted Transfer action transfers the caller to the specified number which can include IP Office short codes. The caller hears either music on hold if installed. The transfer[...]

Voicemail Pro Installation and Maintenance Page 230 15-601063 Issue 22e (16 May 2010) IP Office Release 6 · Mixing calls of different priority is not recommended if Voicemail Pro is being used to provide queue estimate time to answer (ETA) and queue position announcements to callers, since those values will no longer be accurate when a higher prio[...]

Voicemail Pro Installation and Maintenance Page 231 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Telephony Actions 4.7.10 Alphanumeric The Alphanumeric action allows callers to input text and numeric values directly from the telephone keypad. When completed the entry is stored in the call variable $KEY which can be u[...]

Voicemail Pro Installation and Maintenance Page 232 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Results This action has the following results which can be connected to further actions: · Timeout This result connection only available if the option Wait for a key press for up to is selected on the Specific tab. · DTMF Data This result con[...]

Voicemail Pro Installation and Maintenance Page 233 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Telephony Actions 4.8 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 th[...]

Voicemail Pro Installation and Maintenance Page 234 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4.8.1 eMail The eMail action is used to send a recording to a specific email address. Settings 1. Click the Miscellaneous Actions icon and select eMail . 2. The General , Entry Prompts , Reporting and Results tabs are standard tabs available to[...]

Voicemail Pro Installation and Maintenance Page 235 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Miscellaneous Actions 4.8.2 Open Door The Open Door action activates either of the door entry switches provided on IP Office telephone system control units. These can be used to activate door entry relays. Settings 1. Cli[...]

Voicemail Pro Installation and Maintenance Page 236 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4.8.3 Alarm Set The Alarm Set action allows an alarm call to be setup to be played to a specified extension at a specified time. By default the alarm call displays ALARM and plays the prompt "This is an alarm call, please hang up" . O[...]

Voicemail Pro Installation and Maintenance Page 237 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Miscellaneous Actions · Time (hh:mm) Set the alarm time in 24-hour format ( hh:mm or hhmm ). A time value can be entered or a call variable can be used. If left blank or if the call variable used is not a valid time valu[...]

Voicemail Pro Installation and Maintenance Page 238 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4.8.4 Clock The Clock action plays the current time on the voicemail server PC. Settings 1. Click the Miscellaneous Actions icon and select Clock . 2. The General , Entry Prompts , Reporting and Results tabs are standard tabs available to all a[...]

Voicemail Pro Installation and Maintenance Page 239 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Miscellaneous Actions 4.8.5 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. Settings 1. Click the Miscellaneous Action[...]

Voicemail Pro Installation and Maintenance Page 240 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4.8.6 VB Script The VB Script action allows an administrator to construct additional call flow logic using VBScript commands and various properties and methods . When a VBScript action is executed, the voicemail server allows the script up to 1[...]

Voicemail Pro Installation and Maintenance Page 241 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Miscellaneous Actions This action has two results, Success or Failure .[...]

Voicemail Pro Installation and Maintenance Page 242 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4.8.7 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 applications to be [...]

Voicemail Pro Installation and Maintenance Page 243 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Miscellaneous Actions 4.9 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 [...]

Voicemail Pro Installation and Maintenance Page 244 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4.9.2 Set User Variable The Set User Variable action sets a user variable to a particular value. Other call flows can then use Test User Variable actions to check whether the variable has a particular value. The variable must first be created u[...]

Voicemail Pro Installation and Maintenance Page 245 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Condition Actions 4.9.3 Test User Variable The Test User Variable action has true and false connections that are followed according to whether the selected user variables current value matches a particular value. The Set [...]

Voicemail Pro Installation and Maintenance Page 246 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4.9.4 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 call variable to a specified value. Settings 1. Cli[...]

Voicemail Pro Installation and Maintenance Page 247 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Condition Actions Results This action will have results for connection to following actions in the call flow based on the selected options on its Specific tab plus a No Match and Timeout result: · No Match This result is[...]

Voicemail Pro Installation and Maintenance Page 248 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4.9.5 Decrement and Test Counter Decrease the values of a $COUNTER variable by 1 and then test whether its new value matches a target value. Voicemail Pro 5.0+ provides counter variable $COUNTER1 to $COUNTER15. These can be used in the same way[...]

Voicemail Pro Installation and Maintenance Page 249 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Condition Actions 4.9.6 Increment and Test Counter Increase the values of a $COUNTER variable by 1 and then test whether its new value matches a target value. Voicemail Pro 5.0+ provides counter variable $COUNTER1 to $COU[...]

Voicemail Pro Installation and Maintenance Page 250 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4.10 Database Actions Database Actions These actions relate to retrieving and adding data to a database. · In addition to the normal licenses for Voicemail Pro , use of database actions requires the IP Office system to have an Advanced Edition[...]

Voicemail Pro Installation and Maintenance Page 251 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Database Actions 4.10.2 Database Execute The Database Execute action performs an SQL query on a database opened on a preceding Database Open action. An SQL query that is generated by the Database Execute Action does not s[...]

Voicemail Pro Installation and Maintenance Page 252 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4.10.3 Database Get Data Once a Database Execute action has been used, it may return a set of records from the database. A Database Get Data action or actions are then used to select which record is the currently selected record whose values ar[...]

Voicemail Pro Installation and Maintenance Page 253 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Database Actions 4.10.4 Database Close The Database Close action will close the current database connection. If the database is open when a call terminates, then a Database Close action is run automatically. · In additio[...]

Voicemail Pro Installation and Maintenance Page 254 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4.11 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 qu[...]

Voicemail Pro Installation and Maintenance Page 255 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Queue Actions 4.11.1 Queue ETA The Queue ETA action plays the estimated time to answer (ETA) in minutes to a caller in the queue of calls for a hunt group. It is not used for calls queued for a user. The ETA is supplied b[...]

Voicemail Pro Installation and Maintenance Page 256 15-601063 Issue 22e (16 May 2010) IP Office Release 6 4.11.2 Queue Position The Queue Position action plays the caller their position within the queue of calls for a hunt group. It is not used for calls queued for a user. The queue position is supplied by the IP Office when it requests a queue or [...]

Voicemail Pro Installation and Maintenance Page 257 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Actions: Queue Actions[...]

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Voicemail Pro Installation and Maintenance Page 259 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Administration Chapter 5.[...]

Voicemail Pro Installation and Maintenance Page 260 15-601063 Issue 22e (16 May 2010) IP Office Release 6 5. Administration 5.1 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 Vo[...]

Voicemail Pro Installation and Maintenance Page 261 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Administration: Routing Calls to Voicemail 5.1.1 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 u[...]

Voicemail Pro Installation and Maintenance Page 262 15-601063 Issue 22e (16 May 2010) IP Office Release 6 5.1.4 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 marks. See[...]

Voicemail Pro Installation and Maintenance Page 263 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Administration: Routing Calls to Voicemail 5.1.5 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[...]

Voicemail Pro Installation and Maintenance Page 264 15-601063 Issue 22e (16 May 2010) IP Office Release 6 5.1.6 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. Short Code Application Number Field Collect Messages ?200 VM:[...]

Voicemail Pro Installation and Maintenance Page 265 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Administration: Routing Calls to Voicemail 5.1.7 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[...]

Voicemail Pro Installation and Maintenance Page 266 15-601063 Issue 22e (16 May 2010) IP Office Release 6 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[...]

Voicemail Pro Installation and Maintenance Page 267 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Administration: Routing Calls to Voicemail 5.2 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 v[...]

Voicemail Pro Installation and Maintenance Page 268 15-601063 Issue 22e (16 May 2010) IP Office Release 6 5.2.1 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: · Visu[...]

Voicemail Pro Installation and Maintenance Page 269 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Administration: User Voicemail Access 5.2.2 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, y[...]

Voicemail Pro Installation and Maintenance Page 270 15-601063 Issue 22e (16 May 2010) IP Office Release 6 5.2.3 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. See the IP Of[...]

Voicemail Pro Installation and Maintenance Page 271 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Administration: User Voicemail Access 5.3 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[...]

Voicemail Pro Installation and Maintenance Page 272 15-601063 Issue 22e (16 May 2010) IP Office Release 6 5.3.1 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 i[...]

Voicemail Pro Installation and Maintenance Page 273 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Administration: Hunt Group Voicemail 5.3.2 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[...]

Voicemail Pro Installation and Maintenance Page 274 15-601063 Issue 22e (16 May 2010) IP Office Release 6 5.3.3 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 Voi[...]

Voicemail Pro Installation and Maintenance Page 275 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Administration: Hunt Group Voicemail 5.3.4 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[...]

Voicemail Pro Installation and Maintenance Page 276 15-601063 Issue 22e (16 May 2010) IP Office Release 6 5.3.5 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 ope[...]

Voicemail Pro Installation and Maintenance Page 277 15-601063 Issue 22e (16 May 2010) IP Office Release 6 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 ." Th[...]

Voicemail Pro Installation and Maintenance Page 278 15-601063 Issue 22e (16 May 2010) IP Office Release 6 5.3.6 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 [...]

Voicemail Pro Installation and Maintenance Page 279 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Administration: Hunt Group Voicemail 5.3.7 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 [...]

Voicemail Pro Installation and Maintenance Page 280 15-601063 Issue 22e (16 May 2010) IP Office Release 6 5.3.8 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 an[...]

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

Voicemail Pro Installation and Maintenance Page 282 15-601063 Issue 22e (16 May 2010) IP Office Release 6 5.4 Recording Calls As well as providing messaging services, Voicemail Pro can provide a call recording service. Call recording can be turned on manually. See Starting Manual Call Recording . Alternatively, call recording can be configured to t[...]

Voicemail Pro Installation and Maintenance Page 283 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Administration: Recording Calls 5.4.1 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 Recor[...]

Voicemail Pro Installation and Maintenance Page 284 15-601063 Issue 22e (16 May 2010) IP Office Release 6 5.4.2 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 > Preferen[...]

Voicemail Pro Installation and Maintenance Page 285 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Administration: Recording Calls 5.4.4 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. Th[...]

Voicemail Pro Installation and Maintenance Page 286 15-601063 Issue 22e (16 May 2010) IP Office Release 6 1. During a call, put the caller on hold. 2. Dial the short code. The call is automatically reconnected and recording begins.[...]

Voicemail Pro Installation and Maintenance Page 287 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Administration: Recording Calls 5.4.4.1 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 l[...]

Voicemail Pro Installation and Maintenance Page 288 15-601063 Issue 22e (16 May 2010) IP Office Release 6 5.4.4.2 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,[...]

Voicemail Pro Installation and Maintenance Page 289 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Administration: Recording Calls 5.4.5 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 [...]

Voicemail Pro Installation and Maintenance Page 290 15-601063 Issue 22e (16 May 2010) IP Office Release 6 5.4.5.1 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 [...]

Voicemail Pro Installation and Maintenance Page 291 15-601063 Issue 22e (16 May 2010) IP Office Release 6 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[...]

Voicemail Pro Installation and Maintenance Page 292 15-601063 Issue 22e (16 May 2010) IP Office Release 6 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 Vo[...]

Voicemail Pro Installation and Maintenance Page 293 15-601063 Issue 22e (16 May 2010) IP Office Release 6 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 co[...]

Voicemail Pro Installation and Maintenance Page 294 15-601063 Issue 22e (16 May 2010) IP Office Release 6 5.4.5.2 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 creat[...]

Voicemail Pro Installation and Maintenance Page 295 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Administration: Recording Calls 5.5 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&apos[...]

Voicemail Pro Installation and Maintenance Page 296 15-601063 Issue 22e (16 May 2010) IP Office Release 6 5.5.2 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 passin[...]

Voicemail Pro Installation and Maintenance Page 297 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Administration: Announcements 5.6 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[...]

Voicemail Pro Installation and Maintenance Page 298 15-601063 Issue 22e (16 May 2010) IP Office Release 6 5.6.1 Installing Voicemail Pro TTY Prompts You can select TTY prompts from the list of language options when you install Voicemail Pro. See Installation Overview . When the prompts have been installed, the user settings must be configured so th[...]

Voicemail Pro Installation and Maintenance Page 299 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Administration: Support for Callers with Impaired Hearing 5.6.4 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 th[...]

Voicemail Pro Installation and Maintenance Page 300 15-601063 Issue 22e (16 May 2010) IP Office Release 6 An Example of Customizing a Complex Mailbox Call Flow If required, more complex call flows can be configured. For example, the call flow below allows callers to press * to receive spoken language prompts or to wait a few seconds for the timeout[...]

Voicemail Pro Installation and Maintenance Page 301 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Administration: Support for Callers with Impaired Hearing 5.7 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 inter[...]

Voicemail Pro Installation and Maintenance Page 302 15-601063 Issue 22e (16 May 2010) IP Office Release 6 5.7.1 Supported Languages By default the prompts installed match the installer language selection plus English. If other languages are required they need to be selected by doing a custom installation. The installable Voicemail Pro prompts are l[...]

Voicemail Pro Installation and Maintenance Page 303 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Administration: Changing Language 5.7.2 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 [...]

Voicemail Pro Installation and Maintenance Page 304 15-601063 Issue 22e (16 May 2010) IP Office Release 6 5.7.3 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 u[...]

Voicemail Pro Installation and Maintenance Page 305 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Administration: Changing Language 5.8 Mobile Twinning Mobile Twinning is a licensed feature. If Mobile Twinning is enabled in IP Office, a user can send internal and external calls to an external number, for example, their mobile telephone. · [...]

Voicemail Pro Installation and Maintenance Page 306 15-601063 Issue 22e (16 May 2010) IP Office Release 6 5.8.1 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 [...]

Voicemail Pro Installation and Maintenance Page 307 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Administration: Mobile Twinning[...]

Voicemail Pro Installation and Maintenance Page 308 15-601063 Issue 22e (16 May 2010) IP Office Release 6 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&[...]

Voicemail Pro Installation and Maintenance Page 309 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Administration: Mobile Twinning 5.9 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. · V[...]

Voicemail Pro Installation and Maintenance Page 310 15-601063 Issue 22e (16 May 2010) IP Office Release 6 5.9.1 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 pre[...]

Voicemail Pro Installation and Maintenance Page 311 15-601063 Issue 22e (16 May 2010) IP Office Release 6 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 fo[...]

Voicemail Pro Installation and Maintenance Page 312 15-601063 Issue 22e (16 May 2010) IP Office Release 6 5.9.2 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 specifie[...]

Voicemail Pro Installation and Maintenance Page 313 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Administration: Remote Voicemail Notification 5.9.2.1 Setting the Outcalling System Preferences The outcalling preferences in Voicemail Pro are defaults for global operation. Mailbox owners can configure their own outcalling options from their [...]

Voicemail Pro Installation and Maintenance Page 314 15-601063 Issue 22e (16 May 2010) IP Office Release 6 5.9.2.2 Editing Mailbox Outcalling Settings You can use the Voicemail Pro client to view and edit user outcalling settings. 1. Click on Users . 2. Right-click on the entry for the user's mailbox and and select Mailbox Details . 3. Select t[...]

Voicemail Pro Installation and Maintenance Page 315 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Administration: Remote Voicemail Notification · Enabled During Time Profile Allows a user specific time profile for outcalling to be specified. · Enabled During Peak Time Use outcalling during the peak time period defined on the voicemail ser[...]

Voicemail Pro Installation and Maintenance Page 316 15-601063 Issue 22e (16 May 2010) IP Office Release 6 5.10 Automatic Message Deletion 1. From the Administration menu, select Preferences > General . 2. Click the Housekeeping tab. 3. Delete after Sets the time, in hours, after which messages of various types automatically deleted. A value of 0[...]

Voicemail Pro Installation and Maintenance Page 317 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Administration: Automatic Message Deletion 5.11 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 giv[...]

Voicemail Pro Installation and Maintenance Page 318 15-601063 Issue 22e (16 May 2010) IP Office Release 6 5.12 Mailbox Management When you click on Users or Groups in the left-hand navigation pane, the right-hand pane displays information about the user or group mailboxes. When you right-click on a mailbox a number of options are available: · Add [...]

Voicemail Pro Installation and Maintenance Page 319 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Administration: Mailbox Management[...]

Voicemail Pro Installation and Maintenance Page 320 15-601063 Issue 22e (16 May 2010) IP Office Release 6 5.12.1 Disabling a Mailbox By default, Voicemail Pro automatically creates a voicemail mailbox for each user and hunt group in the IP Office configuration. It is also defaulted to use use voicemail to record a message if a user or hunt group ca[...]

Voicemail Pro Installation and Maintenance Page 321 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Administration: Mailbox Management 5.12.2 Clearing a Mailbox Clearing a mailbox removes all messages, recordings, prompts and greetings. Note that messages are not cleared for users using Outlook 2007 as their message store. 1. Click on Users i[...]

Voicemail Pro Installation and Maintenance Page 322 15-601063 Issue 22e (16 May 2010) IP Office Release 6 5.12.3 Outcalling Settings Using the Voicemail Pro client you can view and edit a user's outcalling settings. 1. Click on Users in the navigation pane. A list of all the user mailboxes on the server is displayed in the details pane. 2. Loc[...]

Voicemail Pro Installation and Maintenance Page 323 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Administration: Mailbox Management · Enabled During Time Profile Allows a user specific time profile for outcalling to be specified. · Enabled During Peak Time Use outcalling during the peak time period defined on the voicemail server. · Ena[...]

Voicemail Pro Installation and Maintenance Page 324 15-601063 Issue 22e (16 May 2010) IP Office Release 6 5.12.4 Personal Distribution Lists Intuity mode mailbox users can user personal distribution lists as the destination for voicemail messages they are sending or forwarding to other mailbox user. This saves them having to enter the individual ma[...]

Voicemail Pro Installation and Maintenance Page 325 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Administration: Mailbox Management 5. When adding or editing a list a separate menu is displayed allowing the list name, type and members to be specified.[...]

Voicemail Pro Installation and Maintenance Page 326 15-601063 Issue 22e (16 May 2010) IP Office Release 6[...]

Voicemail Pro Installation and Maintenance Page 327 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Mailbox Access Controls Chapter 6.[...]

Voicemail Pro Installation and Maintenance Page 328 15-601063 Issue 22e (16 May 2010) IP Office Release 6 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[...]

Voicemail Pro Installation and Maintenance Page 329 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Mailbox Access Controls: 6.1 General Controls The following default IP Office short codes can be dialed by any user from their own extension. · *17 - Collect Messages Access their mailbox from their own extension. · *18 - Voicemail on / *19 -[...]

Voicemail Pro Installation and Maintenance Page 330 15-601063 Issue 22e (16 May 2010) IP Office Release 6 6.2 Intuity Mode The following is a summary of the controls available when the voicemail server is set to run in Intuity emulation mode. The options that are shown in gray are not supported by IP Office Intuity emulation. For full details refer[...]

Voicemail Pro Installation and Maintenance Page 331 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Mailbox Access Controls: Intuity Mode 6.3 IP Office Mode The following is a summary of the controls available when the voicemail server is set to run in Intuity emulation mode. For full details refer to the IP Office Mailbox User Guide. 82[...]

Voicemail Pro Installation and Maintenance Page 332 15-601063 Issue 22e (16 May 2010) IP Office Release 6 6.4 Phone Manager The IP Office Phone Manager application provides a number of features relevant for Voicemail Pro. For full details refer to the Phone Manager User Guide. · Messages Tab This tab is available for all Phone Manager users and wi[...]

Voicemail Pro Installation and Maintenance Page 333 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Mailbox Access Controls: Phone Manager · Configuration Preferences Through the Phone Manager many user settings for voicemail can be accessed and changed.[...]

Voicemail Pro Installation and Maintenance Page 334 15-601063 Issue 22e (16 May 2010) IP Office Release 6 6.5 Visual Voice Visual Voice provides the user with a display menu for access to their mailbox rather than having to follow spoken prompts. It can be used with Voicemail Pro (Intuity and IP Office modes) and Embedded Voicemail. The menu provid[...]

Voicemail Pro Installation and Maintenance Page 335 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Mailbox Access Controls: Visual Voice[...]

Voicemail Pro Installation and Maintenance Page 336 15-601063 Issue 22e (16 May 2010) IP Office Release 6 6.6 UMS 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 ca[...]

Voicemail Pro Installation and Maintenance Page 337 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Mailbox Access Controls: UMS Web Voicemail Message Types The following icons are used for different types of messages: · Unread message · Read message Note that by default a read message is permanently deleted from the mailbox after 30 days u[...]

Voicemail Pro Installation and Maintenance Page 338 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Playing Messages To play a message just click on it. The message menu is displayed. The appearance of this will vary depending on whether you select playback via the default media player on your computer or through an extension on the telephone[...]

Voicemail Pro Installation and Maintenance Page 339 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Mailbox Access Controls: UMS Web Voicemail 6.7 UMS 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 a[...]

Voicemail Pro Installation and Maintenance Page 340 15-601063 Issue 22e (16 May 2010) IP Office Release 6 6.8 UMS Exchange 2007 UMS can be configured to use a users Exchange 2007 email account as the user's voicemail message store rather than the voicemail server. The user can then see and playback messages through their email inbox. This opti[...]

Voicemail Pro Installation and Maintenance Page 341 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Examples Chapter 7.[...]

Voicemail Pro Installation and Maintenance Page 342 15-601063 Issue 22e (16 May 2010) IP Office Release 6 7. Voicemail Pro Examples This section contains a number of example for specific areas of Voicemail Pro operation. For simple examples refer to the separate document "Voicemail Pro Example Exercises". That document contains a series f[...]

Voicemail Pro Installation and Maintenance Page 343 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Examples: Using VB Script Results This action has the following results which can be connected to further actions: This action has two results, Success or Failure .[...]

Voicemail Pro Installation and Maintenance Page 344 15-601063 Issue 22e (16 May 2010) IP Office Release 6 7.1.1 VBScript Properties 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 between calls. Voicemail[...]

Voicemail Pro Installation and Maintenance Page 345 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Examples: Using VB Script 7.1.1.1 CallingParty Property The CallingParty property returns the caller id associated with the voicemail session used for VBS interaction with Voicemail (equivalent to $CLI call variable). · Owning ob[...]

Voicemail Pro Installation and Maintenance Page 346 15-601063 Issue 22e (16 May 2010) IP Office Release 6 7.1.1.3 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 Installation and Maintenance Page 347 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Examples: Using VB Script 7.1.1.5 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 call variable). · Owning obj[...]

Voicemail Pro Installation and Maintenance Page 348 15-601063 Issue 22e (16 May 2010) IP Office Release 6 7.1.1.8 PositionInQueue Property The PositionInQueue property returns the $QPOS voicemail call variable. This is the user’s current position in the queue and is only available for queued and still queued call flows. · Owning object: vmprov5.[...]

Voicemail Pro Installation and Maintenance Page 349 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Examples: Using VB Script 7.1.1.10 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[...]

Voicemail Pro Installation and Maintenance Page 350 15-601063 Issue 22e (16 May 2010) IP Office Release 6 7.1.2 VBScript Methods 7.1.2.1 ForwardMsg Method This method can be used to forward a file or message to other mailboxes. Method Voice.ForwardMsg " file", "mailboxes", "ident" Parameters · file (String) This conta[...]

Voicemail Pro Installation and Maintenance Page 351 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Examples: Using VB Script 7.1.2.3 FullFilename Method This method is used to translate the shortcut filename to the equivalent fully qualified pathname for the file. Method Voice.FullFilename( file ) Parameters · file (String) Th[...]

Voicemail Pro Installation and Maintenance Page 352 15-601063 Issue 22e (16 May 2010) IP Office Release 6 7.1.2.7 GetExtension Method This method is used to obtain an extension. Method Voice. GetExtension( index ) Parameters · index (Long) The extension to return. Note that the actual extension number should not be entered as index refers to the o[...]

Voicemail Pro Installation and Maintenance Page 353 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Examples: Using VB Script 7.1.2.11 GetMailboxMessage Method This method can be used to obtain a message within a mailbox. Method Voice. GetMailboxMessage( mailbox , msgtype , index ) Parameters · mailbox (String) The mailbox to w[...]

Voicemail Pro Installation and Maintenance Page 354 15-601063 Issue 22e (16 May 2010) IP Office Release 6 7.1.2.15 GetMessageStatus Method This method can be used to obtain the state of the message within a mailbox. Method Voice. GetMessageStatus( mailbox , message ) Parameters · mailbox (String) The mailbox to which the message belongs. · messag[...]

Voicemail Pro Installation and Maintenance Page 355 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Examples: Using VB Script 7.1.2.20 GetRegister Method This method is used to retrieve a string stored in one of the session sixteen data variables $CP0 to $CP15. Method Voice. GetRegister( regnum , [dlgid] ) Parameters · regnum ([...]

Voicemail Pro Installation and Maintenance Page 356 15-601063 Issue 22e (16 May 2010) IP Office Release 6 7.1.2.25 GetUserMailboxFromExtn Method This method returns the mailbox associated with a specified extension number. Method voice.GetUserMailboxFromExtn(extension) Parameters · extension (String) The extension number. A variable such as $CLI c[...]

Voicemail Pro Installation and Maintenance Page 357 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Examples: Using VB Script 7.1.2.30 MessageLength Method This method is used to obtain the length of a message within a mailbox. Method Voice. MessageLength( mailbox, message ) Parameters · mailbox (String) The mailbox to which th[...]

Voicemail Pro Installation and Maintenance Page 358 15-601063 Issue 22e (16 May 2010) IP Office Release 6 7.1.2.33 PlayLocaleWav Method This method is used to play a wave file through voicemail to the active connection taking into account the system locale. Method Voice. PlayLocaleWav( wav, [wait], [interruptables], [dlgid] ) Parameters · wav (Str[...]

Voicemail Pro Installation and Maintenance Page 359 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Examples: Using VB Script 7.1.2.34 PlayWav Method This method is used to play a wave file through voicemail to the active connection. Method Voice. PlayWav( wav, [wait], [interruptables], dlgid ) Parameters · wav (String) This co[...]

Voicemail Pro Installation and Maintenance Page 360 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Examples of Time Playback voice.PlayWav(...) UK English US English "$TIME:0", True, "Any", dlgid "At Midnight Oh Zero" "Twelve Midnight" "$TIME:11", True, "Any", dlgid "At Eleven [...]

Voicemail Pro Installation and Maintenance Page 361 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Examples: Using VB Script 7.1.2.35 RecordMsg Method This method is used to record a user’s speech input to the specified file. Method Voice. RecordMsg " recording", maxtime, [interruptables], [appendtofile], [dlgid], [[...]

Voicemail Pro Installation and Maintenance Page 362 15-601063 Issue 22e (16 May 2010) IP Office Release 6 7.1.2.37 Register Method This method is used to determine whether the voicemail session that was used to launch the VB script is still active. Method Voice. Register(dlgid) Parameters · dlgid (Long. Default = 0) The connection for the voicemai[...]

Voicemail Pro Installation and Maintenance Page 363 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Examples: Using VB Script 7.1.2.41 SetResult Method This method is used to set the $RES session variable. Method Voice.SetResult( result, [dlgid] ) Parameters · result (String) The new value for the $RES variable. · dlgid (Long.[...]

Voicemail Pro Installation and Maintenance Page 364 15-601063 Issue 22e (16 May 2010) IP Office Release 6 7.1.2.45 Speak Method This method is used to speak out the specified speech provided TTS has been licensed. Method Voice.Speak( text, [wait], [interruptables], [dlgid] ) Parameters · text (String) This contains the text to be spoken. · wait ([...]

Voicemail Pro Installation and Maintenance Page 365 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Examples: Using VB Script 7.2 Database Connection 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) for[...]

Voicemail Pro Installation and Maintenance Page 366 15-601063 Issue 22e (16 May 2010) IP Office Release 6 7.2.1 Example 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 able to enter either the ISBN or Author[...]

Voicemail Pro Installation and Maintenance Page 367 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Examples: Database Connection 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 L[...]

Voicemail Pro Installation and Maintenance Page 368 15-601063 Issue 22e (16 May 2010) IP Office Release 6 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[...]

Voicemail Pro Installation and Maintenance Page 369 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Examples: Database Connection 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 Acti[...]

Voicemail Pro Installation and Maintenance Page 370 15-601063 Issue 22e (16 May 2010) IP Office Release 6 7.2.1.2 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 conv[...]

Voicemail Pro Installation and Maintenance Page 371 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Examples: Database Connection 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 con[...]

Voicemail Pro Installation and Maintenance Page 372 15-601063 Issue 22e (16 May 2010) IP Office Release 6 7.2.1.3 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 databa[...]

Voicemail Pro Installation and Maintenance Page 373 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Examples: Database Connection 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 col[...]

Voicemail Pro Installation and Maintenance Page 374 15-601063 Issue 22e (16 May 2010) IP Office Release 6 7.3 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 [...]

Voicemail Pro Installation and Maintenance Page 375 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Examples: Dial by Name 7.3.1 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 calle[...]

Voicemail Pro Installation and Maintenance Page 376 15-601063 Issue 22e (16 May 2010) IP Office Release 6 7.3.2 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 usin[...]

Voicemail Pro Installation and Maintenance Page 377 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Examples: Dial by Name 7.3.3 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 [...]

Voicemail Pro Installation and Maintenance Page 378 15-601063 Issue 22e (16 May 2010) IP Office Release 6 7.4 Campaigns A campaign is a series of questions and answers. Callers to a campaign hear the recorded questions and give their responses, either by speaking or using the telephone keypad. The results are then saved for processing later. Each c[...]

Voicemail Pro Installation and Maintenance Page 379 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Examples: Campaigns 7.4.1 Managing Campaigns Within the Voicemail Pro client, the Campaign Wizard is used to create and modify campaigns. To start the campaign Wizard: 1. Press F7 or click Campaign Editor . 2. The Campaign Wizard [...]

Voicemail Pro Installation and Maintenance Page 380 15-601063 Issue 22e (16 May 2010) IP Office Release 6 To modify a campaign: 1. Press F7 or click Campaign Editor . 2. Select Modify an existing Campaign and click Next . 3. Select the required campaign and click Next . 4. The Customer Prompts window is displayed. · Click . The Please Edit the Cam[...]

Voicemail Pro Installation and Maintenance Page 381 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Examples: Campaigns 7.4.1.1 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 [...]

Voicemail Pro Installation and Maintenance Page 382 15-601063 Issue 22e (16 May 2010) IP Office Release 6 7.4.1.2 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[...]

Voicemail Pro Installation and Maintenance Page 383 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Examples: Campaigns 7.4.1.3 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 [...]

Voicemail Pro Installation and Maintenance Page 384 15-601063 Issue 22e (16 May 2010) IP Office Release 6 7.4.2.1 Campaign Park Slots The Park Slot number assigned to the Campaign can be used with programmable buttons to access that campaign. If the telephone has a message waiting lamp, the lamp will be lit when there are campaign messages waiting [...]

Voicemail Pro Installation and Maintenance Page 385 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Examples: Campaigns 7.4.2.2 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[...]

Voicemail Pro Installation and Maintenance Page 386 15-601063 Issue 22e (16 May 2010) IP Office Release 6 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 Installation and Maintenance Page 387 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Examples: Campaigns 9. Click Submit to view the results. The details are listed in the main part of the window.[...]

Voicemail Pro Installation and Maintenance Page 388 15-601063 Issue 22e (16 May 2010) IP Office Release 6 7.5 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 to direct faxes [...]

Voicemail Pro Installation and Maintenance Page 389 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Examples: Fax Server Configuration 7.5.1 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 ap[...]

Voicemail Pro Installation and Maintenance Page 390 15-601063 Issue 22e (16 May 2010) IP Office Release 6 7.5.2 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 calls that are le[...]

Voicemail Pro Installation and Maintenance Page 391 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Examples: Fax Server Configuration 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[...]

Voicemail Pro Installation and Maintenance Page 392 15-601063 Issue 22e (16 May 2010) IP Office Release 6 7.5.3 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 sent to <faxnumbe[...]

Voicemail Pro Installation and Maintenance Page 393 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Examples: Fax Server Configuration 7.5.5 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[...]

Voicemail Pro Installation and Maintenance Page 394 15-601063 Issue 22e (16 May 2010) IP Office Release 6 7.5.6 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 the analog extens[...]

Voicemail Pro Installation and Maintenance Page 395 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Pro Examples: Fax Server Configuration 7.5.7 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 Vo[...]

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Voicemail Pro Installation and Maintenance Page 397 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Appendix Chapter 8.[...]

Voicemail Pro Installation and Maintenance Page 398 15-601063 Issue 22e (16 May 2010) IP Office Release 6 8. Appendix 8.1 What Was New in 5.0 The following is a summary of the new features in the IP Office Voicemail Pro 5.0 release. For details of previous releases refer to the Appendix . Voicemail Pro 5.0 · ContactStore 7.8 The ContactStore softw[...]

Voicemail Pro Installation and Maintenance Page 399 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Appendix: What Was New in 5.0 · UMS Exchange 2007 A UMS licensed user configured to use Exchange 2007 as the Voicemail store, by setting the Voicemail to email forward option, will have their voicemail messages delivered into Exchange, and wil[...]

Voicemail Pro Installation and Maintenance Page 400 15-601063 Issue 22e (16 May 2010) IP Office Release 6 · Disable Mailbox By right clicking on a listed mailbox and selecting Disable Mailbox , the use of the mailbox can be disabled. Attempts to connect to the mailbox will receive number unobtainable indication from the voicemail server. · Clear [...]

Voicemail Pro Installation and Maintenance Page 401 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Appendix: What Was New in 5.0 8.2 What Was New in 4.2 In conjunction with IP Office 4.2, Voicemail Pro 4.2 supports the following new features: · IP Office Unified Messaging Service (UMS) Two new methods for users to access their mailbox are n[...]

Voicemail Pro Installation and Maintenance Page 402 15-601063 Issue 22e (16 May 2010) IP Office Release 6 8.3 What Was New in 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 Window[...]

Voicemail Pro Installation and Maintenance Page 403 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Appendix: What Was New in 4.1 8.4 What Was New in 4.0 In conjunction with IP Office 4.0, Voicemail Pro 4.0 supports the following new features: · Upgrade You can now upgrade without having to remove previous 3.2+ versions of the software. · O[...]

Voicemail Pro Installation and Maintenance Page 404 15-601063 Issue 22e (16 May 2010) IP Office Release 6 8.5 Prompts 8.5.1 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 [...]

Voicemail Pro Installation and Maintenance Page 405 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Appendix: 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 "Otherw[...]

Voicemail Pro Installation and Maintenance Page 406 15-601063 Issue 22e (16 May 2010) IP Office Release 6 WAV File Intuity Prompt 208 "Is not a public list". 209 "Cannot modify another subscriber's list". 210 "Please enter a new password". 211 "To 15 digits". 212 "Please enter password again for con[...]

Voicemail Pro Installation and Maintenance Page 407 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Appendix: Prompts WAV File Intuity Prompt 314 "May". 315 "June". 316 "July". 317 "August". 318 "September". 319 "October". 320 "November". 321 "December". 322 "[...]

Voicemail Pro Installation and Maintenance Page 408 15-601063 Issue 22e (16 May 2010) IP Office Release 6 WAV File Intuity Prompt 381 "To listen to the message press 0, to re record message before delivery press 1". 388 "To skip press the # key". 390 "O" (Oh) 391 - 450 "One" to "sixty". For zero see[...]

Voicemail Pro Installation and Maintenance Page 409 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Appendix: Prompts WAV File Intuity Prompt 648 "The message will be priority". 651 "The message will be private and priority". 681 "Sorry cannot leave a message now because this users mailbox is full". 700 "To [...]

Voicemail Pro Installation and Maintenance Page 410 15-601063 Issue 22e (16 May 2010) IP Office Release 6 WAV File Intuity Prompt 792 "Calls identified as out of hours". 793 "Calls not identified as out of hours". 797 "To use the same greeting for all calls press 5". 810 "External". 812 "No answer".[...]

Voicemail Pro Installation and Maintenance Page 411 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Appendix: Prompts WAV File Intuity Prompt 973 "If you are finished please hang up or press **X". 977 "Name not found". 987 "Enter last name of the person". 990 "To record and send voicemail messages press 1&qu[...]

Voicemail Pro Installation and Maintenance Page 412 15-601063 Issue 22e (16 May 2010) IP Office Release 6 WAV File Intuity Prompt 1462 "To listen to the message press Zero". 1463 "To reply to sender by voicemail press 17". 1464 "To forward with comments press 12". 1465 "To record a new message press 14". 1466[...]

Voicemail Pro Installation and Maintenance Page 413 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Appendix: Prompts WAV File Intuity Prompt 2065 "The telephone number of a fax machine should be entered as it would be dialed from the location of your messaging system. It can contain a maximum of 23 digits including trunk access, long di[...]

Voicemail Pro Installation and Maintenance Page 414 15-601063 Issue 22e (16 May 2010) IP Office Release 6 WAV File Intuity Prompt G0105 "Temporary". G0106 "Delegate". G0107 "Secretary". G0108 "Other". G0109 "SMS". G0110 "Voicemail". G0111 "Escalation". G0112 "An escalation l[...]

Voicemail Pro Installation and Maintenance Page 415 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Appendix: Prompts WAV File Intuity Prompt G0200 "And". G0201 "Your outcalling is". G0202 "Your outcalling is set". G0203 "Your outcalling destination is set to". G0204 "The number is". G0205 &qu[...]

Voicemail Pro Installation and Maintenance Page 416 15-601063 Issue 22e (16 May 2010) IP Office Release 6 WAV File Intuity Prompt G0263 "Outcalling is turned on only for new priority messages". G0264 "Outcalling is turned on only for new private messages". G0265 "Outcalling is turned on only for new priority private message[...]

Voicemail Pro Installation and Maintenance Page 417 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Appendix: Prompts WAV File Intuity Prompt G0403 "You are modifying your email mode options". G0404 "You are modifying your follow me forward options". G0405 "You are modifying your mobile twinning options". G0406 &[...]

Voicemail Pro Installation and Maintenance Page 418 15-601063 Issue 22e (16 May 2010) IP Office Release 6 8.5.2 English Non-Intuity Prompts Here is a list of the named .wav files used by Voicemail Pro for US and UK English. These are predominately, though not exclusively, used for IP Office mode mailbox features and Voicemail Pro custom call flow a[...]

Voicemail Pro Installation and Maintenance Page 419 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Appendix: Prompts WAV File Non-Intuity Prompt conf_18 "Has just left the conference". conf_19 "An unknown caller". conf_20 "Has been invited". conf_21 "No conference selected, thank you and good bye". con[...]

Voicemail Pro Installation and Maintenance Page 420 15-601063 Issue 22e (16 May 2010) IP Office Release 6 WAV File Non-Intuity Prompt ivr_16 "Parameter is enabled". ivr_17 "Parameter is disabled press 1 to enable". ivr_18 "Parameter is disabled". ivr_19 "Parameter is enabled press 2 to disable". ivr_20 "[...]

Voicemail Pro Installation and Maintenance Page 421 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Appendix: Prompts WAV File Non-Intuity Prompt MNU_10. "To play your old messages, press1. To play your saved messages, press 2. To edit your greeting, press 3. To delete the current message, press 4. To save the current message, press 5. T[...]

Voicemail Pro Installation and Maintenance Page 422 15-601063 Issue 22e (16 May 2010) IP Office Release 6 WAV File Non-Intuity Prompt RECNAM_01 "As you use IP Office, your name will be included in system announcements that you and other people will hear. At the tone please say your name. After saying your name, press 1". RECNAM_02 "T[...]

Voicemail Pro Installation and Maintenance Page 423 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Appendix: Prompts WAV File Non-Intuity Prompt svm_21 "You have". svm_22 "Unknown caller". svm_23 "Forwarding to email is now turned off". svm_24 "Start speaking after the tone and your message will be inserted[...]

Voicemail Pro Installation and Maintenance Page 424 15-601063 Issue 22e (16 May 2010) IP Office Release 6 8.6 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 [...]

Voicemail Pro Installation and Maintenance Page 425 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Appendix: Installing VoiceMail Pro as an ACM Gateway SMTP server fails, an error message is displayed. You might need to start the Voicemail service manually. See Starting the Voicemail Pro Service . 27. Click OK to acknowledge the message. You[...]

Voicemail Pro Installation and Maintenance Page 426 15-601063 Issue 22e (16 May 2010) IP Office Release 6 8.7 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 messag[...]

Voicemail Pro Installation and Maintenance Page 427 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Appendix: Installing Networked Messaging (VPNM) 8.7.1 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. Eac[...]

Voicemail Pro Installation and Maintenance Page 428 15-601063 Issue 22e (16 May 2010) IP Office Release 6 8.7.2 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 lic[...]

Voicemail Pro Installation and Maintenance Page 429 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Appendix: Installing Networked Messaging (VPNM) 17. Ensure that the following are selected: · The Voicemail Pro Campaign Web Component is not required for VPNM but is installed as part of a typical VoicemailPro Server installation. If a web se[...]

Voicemail Pro Installation and Maintenance Page 430 15-601063 Issue 22e (16 May 2010) IP Office Release 6 computer now . 29. Click Finish to restart now. 30. When the server PC has restarted, the IP Office Voicemail Pro - Email Settings window is displayed so that you can specify the name of the email account to use for outgoing SMTP e-mails from t[...]

Voicemail Pro Installation and Maintenance Page 431 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Appendix: Installing Networked Messaging (VPNM) 8.7.3 Configuring VPNM Preferences This set of preferences are only available if VPNM was selected during installation and is licensed within the IP Office configuration. It is used to add a list [...]

Voicemail Pro Installation and Maintenance Page 432 15-601063 Issue 22e (16 May 2010) IP Office Release 6 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 serv[...]

Voicemail Pro Installation and Maintenance Page 433 15-601063 Issue 22e (16 May 2010) IP Office Release 6 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 Se[...]

Voicemail Pro Installation and Maintenance Page 434 15-601063 Issue 22e (16 May 2010) IP Office Release 6 8.7.4 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 [...]

Voicemail Pro Installation and Maintenance Page 435 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Appendix: Installing Networked Messaging (VPNM)[...]

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Voicemail Pro Installation and Maintenance Page 437 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Index Index A Access Voicemail 263 Using Short Codes 262 access works mailbox 99 Account Code 157, 229, 289, 290, 294 account code matching 229 Account Details 111 Action Data 285, 383 action following 231 action replaces 217, 238 actions havin[...]

Voicemail Pro Installation and Maintenance Page 438 15-601063 Issue 22e (16 May 2010) IP Office Release 6 call 26, 34, 52, 81, 82, 90, 93, 94, 96, 99, 103, 105, 121, 122, 128, 144, 152, 154, 155, 157, 159, 160, 163, 164, 165, 166, 170, 171, 172, 176, 177, 179, 182, 184, 198, 200, 202, 203, 205, 207, 208, 212, 213, 215, 219, 220, 221, 223, 225, 226,[...]

Voicemail Pro Installation and Maintenance Page 439 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Index Collect Messages 264 Collect New Mobile Twinning No name 306 Collect Voicemail 93, 261, 274 COM 116, 240, 342 COM objects 116 compare 157, 161, 166, 294 Avaya-Scansoft TTS 81 Complex Mailbox Call Flow 299 Computer Management 115 Computer [...]

Voicemail Pro Installation and Maintenance Page 440 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Default.Collect 264 Default.Leave 264 Default.Queued 264 Default.Still Queued 264 Delegate.May 312 Delete Prompt 177 Delete Start Point 143 deselect 163 destructed 116 DestructorTracing 116 Details into Entering 372 Diagnostics 116, 117, 154, 1[...]

Voicemail Pro Installation and Maintenance Page 441 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Index Fax Calls Using Routing 393 Fax Forwarding 392 Fax Server Configuration 389 Fax Sub-Addressing 99, 390 Fax Use 394 faxnumber>@faxination.com 392 faxnumber>@faxmaker.com 392 faxnumber>@rightfax.com 392 faxnumber>@zfconnector.co[...]

Voicemail Pro Installation and Maintenance Page 442 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Idle 103, 316 If used 280 IIS 60 illustrates 303 Import 34, 144, 324 Import Call Flows 34 IMS Administration 116 IMS Client Keys 116 IMS email 103, 316 IMS Gateway 110 IMS Gateway Server logging 110 IMS Server 116 IMS Service Logging 110 IMS Se[...]

Voicemail Pro Installation and Maintenance Page 443 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Index LOC voicemail 346 LOC/custom/getmail.wav 304 Local System Account 117 Locale 157, 261, 262, 265, 269, 274, 285, 298, 306, 312, 329, 346, 351, 358, 361, 362, 375, 376 match 301 locale As String 362 Locale Property 346 Log Preferences 116 L[...]

Voicemail Pro Installation and Maintenance Page 444 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Microsoft Speech SDK 5.1 use 81 Microsoft TTS 81, 82 Microsoft WAVE file 404, 418 Microsoft Windows part 81 Mike 81, 82 mins 99 MINUTE 357 minutes” 359 Miscellaneous Actions icon 234, 235, 236, 238, 239, 240, 242, 342 Mobile 90, 270, 309, 312[...]

Voicemail Pro Installation and Maintenance Page 445 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Index path/file 350, 351, 358, 359, 361 pathname 350, 359, 361 file 351 PC Multimedia 179 PC's Windows Control Panel 98 PDF 328 Peak Times 105, 313, 404 Permissions 250, 365 Permitted 317 Personal Announcements 295, 296 points 35 Personal [...]

Voicemail Pro Installation and Maintenance Page 446 15-601063 Issue 22e (16 May 2010) IP Office Release 6 RECNAM_02 418 RECNAM_03 418 recognize 152, 298, 395 PC 88 Recor 285 Record Call 282, 285 record greeting 317 Record Inbound 290 Record key 381 Record Name 152, 172, 328, 359, 376 add 212 Record Name Action 152, 172, 212, 376 Record Name Module [...]

Voicemail Pro Installation and Maintenance Page 447 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Index Server Requires Authentication check 112 Service Fallback Group Out 275 service logging 110 session’s 354, 355 Set 203 mobile_twinning_number_$KEY 306 Set 203 twinning_type Internal 306 Set 203 twinning_type Mobile 306 Set MattR mobile-[...]

Voicemail Pro Installation and Maintenance Page 448 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Success 207, 250, 251, 252, 253, 265, 348 success Then 348 Support Email Text Speech 81 Synchronise 172, 255, 256 Synchronize 255, 256, 278, 280 Synchronize Calls 278 Syntax Check 240, 342 Syntax Check button pressing 240, 342 System > Syste[...]

Voicemail Pro Installation and Maintenance Page 449 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Index Up Text To Speech Setting 86 Updates In 94 Upgrade 34, 86, 144 IP Office VoiceMail Pro window 35 Voicemail Pro 34, 36 US 81, 304, 404 Voicemail Pro 418 US English 304 Voicemail Pro 404 US English Intuity Prompts 404 Use Challenge Response[...]

Voicemail Pro Installation and Maintenance Page 450 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Voicemail Node 150, 153, 262, 264 Voicemail On unchecking 90 un-checking 94 Voicemail Outcalling 309 Voicemail Password match 99 voicemail PIN prompted 264 VoiceMail Pro System Overview 9 Voicemail Pro 1.2.6 215, 246 Voicemail Pro 1.4 297 Voice[...]

Voicemail Pro Installation and Maintenance Page 451 15-601063 Issue 22e (16 May 2010) IP Office Release 6 Index Windows TTS 83 Within Voicemail Pro 157, 305, 365 Wizard 34, 36, 251, 379 Wordpad 116 Work 105, 122, 313, 389 Work Group Member Email 72 Workstation 120 www.microsoft.com/speech/download/sdk51 81 X XML 82 closing 83 opening 83 XML Tags En[...]

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Voicemail Pro Installation and Maintenance Page 453 15-601063 Issue 22e (16 May 2010) IP Office Release 6[...]

Voicemail Pro Installation and Maintenance Page 454 15-601063 Issue 22e (16 May 2010) IP Office Release 6 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 am[...]