Avaya 15-601063 User Manual
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IP Office

Voicemail Pro

15-601063Issue 20l - (03 March 2009)

© 2009 AVAYA All Rights Reserved.

Notice

While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be incorporated in future releases.

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Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this documentation unless such modifications, additions, or deletions were performed by Avaya.

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License

USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER’S ACCEPTANCE OF THE TERMS SET FORTH HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE AT http://support.avaya.com/LicenseInfo/ (“GENERAL LICENSE TERMS”). IF YOU DO NOT WISH TO BE BOUND BY THESE TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY FOR A REFUND OR CREDIT.

Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is specified in the Documentation or other materials available to End User. “Designated Processor” means a single stand-alonecomputing device. “Server” means a Designated Processor that hosts a software application to be accessed by multiple users. “Software” means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User, whether asstand-aloneProducts orpre-installedon Hardware. “Hardware” means the standard hardware Products, originally sold by Avaya and ultimately utilized by End User.

License Type(s): Designated System(s) License (DS).

End User may install and use each copy of the Software on only one Designated Processor, unless a different number of Designated Processors is indicated in the Documentation or other materials available to End User. Avaya may require the Designated Processor(s) to be identified by type, serial number, feature key, location or other specific designation, or to be provided by End User to Avaya through electronic means established by Avaya specifically for this purpose.

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Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights. Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law.

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Certain software programs or portions thereof included in the Product may contain software distributed under third party agreements (“Third Party Components”), which may contain terms that expand or limit rights to use certain portions of the Product (“Third Party Terms”). Information identifying Third Party Components and the Third Party Terms that apply to them is available on Avaya’s web site at: http://support.avaya.com/ThirdPartyLicense/

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If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service Center Toll Fraud Intervention Hotline at +1-800-643-2353for the United States and Canada. Suspected security vulnerabilities with Avaya Products should be reported to Avaya by sending mail to: securityalerts@avaya.com.

For additional support telephone numbers, see the Avaya Support web site (http://www.avaya.com/support).

Trademarks

Avaya and the Avaya logo are registered trademarks of Avaya Inc. in the United States of America and other jurisdictions. Unless otherwise provided in this document, marks identified by “®,” “™” and “SM” are registered marks, trademarks and service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners.

Documentation information

For the most current versions of documentation, go to the Avaya Support web site (http://www.avaya.com/support) or the IP Office Knowledge Base (http://marketingtools.avaya.com/knowledgebase/).

Avaya Support

Avaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The support telephone number is 1 800 628 2888 in the United States. For additional support telephone numbers, see the Avaya Web site: http://www.avaya.com/support.

Voicemail Pro

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IP Office

15-601063Issue 20l (03 March 2009)

 

 

 

 

Contents

 

Contents

 

2.9 Troubleshooting.....................................................................

86

 

 

2.9.1 Checking the Voicemail Pro Service

86

 

 

 

 

 

1. Voicemail Pro

 

2.9.2 The............................................................................Voicemail Console

88

 

 

2.9.3 Voicemail............................................................................Pro User Log

90

 

1.1 What is New.....................................................................

11

2.9.4 Tracing............................................................................in Debug

91

 

1.2 Features of Voicemail Pro.....................................................................

13

3. Configuring Voicemail Pro

 

 

1.3 Supported Languages.....................................................................

14

 

 

1.4 Number of Simultaneous Voicemail Users.....................................................................

15

3.1 IP Office Configuration.....................................................................

98

 

2. Installing Voicemail Pro

 

3.1.1 Overview............................................................................

98

 

 

3.1.2 Identifying............................................................................the Voicemail Server PC

98

 

2.1 General Installation Requirements.....................................................................

18

3.1.3 Configuring............................................................................Voicemail for Individual Users

99

 

 

2.1.1 PC............................................................................Specification

19

3.1.4............................................................................Configuring User Source Numbers

101

 

 

2.1.2 Network............................................................................Requirements

23

3.1.5 Setting Up Voicemail Transfer Options for a

 

 

 

2.1.3 Disk............................................................................Space Requirements

24

User............................................................................

102

 

 

2.1.4 Web............................................................................Server Operation

24

3.1.6............................................................................Voicemail Channel Reservations

103

 

 

2.1.5 Voicemail............................................................................Email Connection

24

3.1.7............................................................................Using Voicemail to Give Error Messages

105

 

 

2.1.6 ContactStore............................................................................Operation

24

3.2 Voicemail.....................................................................Pro Preferences

106

 

 

2.1.7 Voicemail............................................................................Pro Licenses

25

3.2.1............................................................................System Preferences

107

 

 

2.1.8 User............................................................................and Group Mailboxes

26

3.2.2............................................................................Control Panel Options

117

 

2.2 Basic Voicemail Installation.....................................................................

27

3.3 Fax Server.....................................................................Configuration

121

 

 

2.2.1 Installing Compact Voicemail Pro Server and

 

3.3.1............................................................................Fax Server Configuration

122

 

 

Client............................................................................

28

3.3.2 Setting the VoiceMail Pro System Fax

 

 

 

2.2.2 Installing Typical Voicemail Pro Server and

 

Number............................................................................

123

 

 

Client............................................................................

31

3.3.3............................................................................Setting up Fax Forwarding

125

 

 

2.2.3 Installing Custom Voicemail Pro Server and

34

3.3.4............................................................................Setting Up a User Defined Fax Number

125

 

 

Client............................................................................

3.3.5 Routing Fax Calls Using a Menu Action

126

 

 

2.2.4 Removing Software Features from a

 

 

 

34

3.3.6 Configuring an Analog Extension Number for

 

Voicemail Pro Installation

 

Fax Use

127

 

 

2.2.5 Configuring Windows 2003 to Work with Web

 

 

 

 

3.3.7 Castelle Fax Server

128

 

 

Campaigns

35

 

 

 

 

 

 

2.2.6 The............................................................................Voicemail Pro Services

36

4. Administration

 

 

2.3 Client Only Installation.....................................................................

38

4.1 Starting the Voicemail Pro Client

132

 

 

2.3.1 Installing the VoiceMail Pro Client Only

39

 

 

4.1.1 Logging in to the Voicemail Pro Server

132

 

2.4 Upgrading Voicemail Pro

41

 

4.2 Administrator Configuration

135

 

 

2.4.1 Upgrade from below version 3.2

41

 

 

4.2.1 Changing Administrator Details

136

 

 

2.4.2 Upgrade from Version 3 2+

42

 

 

4.2.2 Deleting an Administrator

136

 

 

2.4.3 Upgrade to Voicemail Pro

43

 

 

4.2.3 Resetting a Password

137

 

2.5 Voicemail Email Installation

44

 

4.2.4 Releasing a Locked Administrator Login

137

 

 

2.5.1 Installing VoiceMail Pro for SMTP Voicemail

 

 

 

 

4.3 General Administration

138

 

 

Email

44

 

 

4.3.1 Changing the Inactivity Timeout

138

 

 

2.5.2 Domain Member

45

 

 

4.3.2 Changing Mailbox Operation Mode

139

 

 

2.5.3 Work Group Member

49

 

 

4.3.3 Confirm Call Flow Download Window

140

 

 

2.5.4 Operation

56

 

 

4.3.4 Changing your Password

140

 

2.6 Centralized Voicemail Pro

61

 

4.4 Routing Calls to Voicemail

141

 

 

2.6.1 Planning Requirements

62

 

 

4.4.1 Routing Calls to Voicemail

142

 

 

2.6.2 Restrictions

62

 

 

4.4.2 Transferring Calls to Voicemail

142

 

 

2.6.3 Licensing

63

 

 

4.4.3 Using Short Codes to Access Voicemail

143

 

 

2.6.4 Configuring the Remote System Voicemail

 

 

 

 

4.4.4 Using VM: to Access Voicemail

144

 

 

Settings............................................................................

64

 

2.7 Text to Speech (TTS) Install.....................................................................

65

4.4.5............................................................................Voicemail Telephone Numbers

145

 

 

2.7.1 Installing............................................................................Generic Text to Speech

66

4.4.6............................................................................Example Call Flow

147

 

 

2.7.2 Installing............................................................................Avaya Text to Speech

66

4.5 User Voicemail.....................................................................Access

149

 

 

2.7.3 Using............................................................................the Speak Text Action

66

4.5.1............................................................................Giving Users Button Access

150

 

 

2.7.4 Text............................................................................to Speech SAPI Controls

67

4.5.2............................................................................Giving Users Access from Any Extension

152

 

 

2.7.5 Setting............................................................................Up Text To Speech to Read Email

70

4.5.3 Giving Users Access from an External

153

 

2.8 UMS Web Services

71

Location............................................................................

 

4.5.4 Creating a Trusted Location

153

 

 

2.8.1 IMAP Installation

72

 

 

4.6 Mailbox Access Controls

154

 

 

2.8.2 Web Voicemail Installation

75

 

 

4.6.1 Telephony Operation Mode

154

 

 

2.8.3 Using Web Voicemail

82

 

 

4.6.2 Automatic Message Deletion

155

 

 

2.8.4 Using IMAP

85

 

 

 

 

 

 

 

 

 

 

 

Voicemail Pro

 

 

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4.6.3............................................................................Personal Distribution Lists

155

6.1 Connections.....................................................................

225

 

4.7 Hunt Group Voicemail.....................................................................

156

6.2 Available .....................................................................Actions

226

 

 

4.7.1............................................................................Hunt Group Configuration in IP Office

157

6.3 Standard .....................................................................Action Tabs

229

 

 

4.7.2............................................................................Configuring Message Waiting Indication

158

6.3.1............................................................................General

229

 

 

4.7.3............................................................................Configuring Group Broadcast

159

6.3.2............................................................................Entry Prompts

230

 

 

4.7.4............................................................................Using a Short Code to Collect Voicemail

160

6.3.3............................................................................Using the Wave Editor

231

 

 

4.7.5............................................................................Out of Hours Operation

161

6.3.4............................................................................Specific

233

 

 

4.7.6............................................................................Configuring Announcements

162

6.3.5............................................................................Reporting

233

 

 

4.7.7............................................................................Customizing Announcements

164

6.3.6............................................................................Results

234

 

 

4.7.8............................................................................Hunt Group Queuing

165

6.4 Basic Actions.....................................................................

235

 

 

4.7.9............................................................................Customizing a Hunt Group Call Flow

166

6.4.1............................................................................Generic

236

 

4.8 Recording Calls.....................................................................

168

6.4.2............................................................................Speak Text

239

 

 

4.8.1............................................................................Call Recording Warning

169

6.4.3............................................................................Menu

240

 

 

4.8.2............................................................................Changing the Recording Time

170

6.4.4............................................................................Goto

242

 

 

4.8.3............................................................................Voice Recording Library (VRL)

170

6.4.5............................................................................Disconnect

243

 

 

4.8.4............................................................................Manual Call Recording

171

6.4.6............................................................................Home

243

 

 

4.8.5............................................................................Automatic Call Recording

175

6.4.7............................................................................Module Return

243

 

4.9 Announcements.....................................................................

181

6.5 Mailbox Actions.....................................................................

244

 

 

4.9.1............................................................................Mandatory Announcement Example

181

6.5.1............................................................................Get Mail

245

 

 

4.9.2............................................................................Personal Announcements

182

6.5.2............................................................................Leave Mail

246

 

4.10 Support for Callers with Impaired Hearing.....................................................................

183

6.5.3............................................................................Listen

247

 

 

4.10.1...........................................................................Installing Voicemail Pro TTY Prompts

184

6.5.4............................................................................Voice Question

248

 

 

4.10.2...........................................................................Changing User Locale

184

6.5.5............................................................................Campaign

249

 

 

4.10.3 Advice for Mailbox Owners Using a TTY

 

6.6 Configuration.....................................................................Actions

250

 

 

Device............................................................................

184

6.6.1............................................................................Edit Play List

251

 

 

4.10.4 Changing the Language Setting for a TTY

185

6.6.2............................................................................Record Name

251

 

 

Device............................................................................

6.6.3 Play Configuration Menu

252

 

4.11 Changing Language

187

 

6.6.4 Select System Prompt Language

253

 

 

4.11.1 Supported Languages

187

 

 

6.7 Telephony Actions

254

 

 

4.11.2 Changing the Language of System Prompts

188

 

 

6.7.1 Variable Routing

255

 

 

4.11.3 Changing the Language of Custom Prompts

189

 

 

6.7.2 Route Incoming Call

257

 

4.12 Mobile Twinning

190

 

6.7.3 Route by Call Status

257

 

 

4.12.1 Example Call Flow

191

 

 

6.7.4 Transfer

258

 

4.13 Remote Voicemail Notification

193

 

6.7.5 Whisper

259

 

 

4.13.1 Callback

194

 

 

6.7.6 Call List

260

 

 

4.13.2 Outcalling

196

 

 

6.7.7 Dial by Name

261

 

 

 

 

 

5. Using the Voicemail Pro Client

 

6.7.8............................................................................Conferencing Center

262

 

5.1 The Main Voicemail Pro Window

201

6.7.9............................................................................Assisted Transfer

263

 

6.7.10 Alphanumeric

265

 

5.2 Toolbar Icons

202

 

6.8 Miscellaneous Actions

267

 

5.3 Saving Changes and Making them Live

203

 

6.8.1 eMail

268

 

5.4 Importing and Exporting Call Flows

203

 

6.8.2 Open Door

269

 

5.5 Including Other Files

204

 

6.8.3 Alarm Set

270

 

5.6 Start Points

205

 

6.8.4 Clock

270

 

 

5.6.1 Default Start Points

207

 

 

6.8.5 Post Dial

271

 

 

5.6.2 Using Start Points

208

 

 

6.8.6 VB Script

272

 

 

5.6.3 Viewing Call Flows as Text

210

 

 

6.8.7 Remote Call Flow

273

 

5.7 System Variables

211

 

6.9 Condition Actions

274

 

 

5.7.1 User Defined Variables

213

 

 

6.9.1 Test Condition

275

 

5.8 Creating Modules

215

 

6.9.2 Set User Variable

276

 

 

5.8.1 Running a Module

215

 

 

6.9.3 Test User Variable

277

 

5.9 The Conditions Editor

216

 

6.9.4 Test Variable

278

 

 

5.9.1 Using the Condition Editor

217

 

 

6.10 Database Actions

280

 

 

5.9.2 Calendar

220

 

 

6.10.1 Database Open

281

 

 

5.9.3 Week Planner

221

 

 

6.10.2 Database Execute

281

 

 

5.9.4 Condition

222

 

 

6.10.3 Database Get Data

282

 

 

5.9.5 Compare

222

 

 

6.10.4 Database Close

282

 

6. Voicemail Pro Actions

 

 

 

6.11 Queue Actions.....................................................................

283

 

 

 

 

 

 

Voicemail Pro

 

 

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Contents

6.11.1...........................................................................Queue ETA

284

6.11.2...........................................................................Queue Position

285

7. Prompts

 

7.1 US English.....................................................................Intuity Prompts

288

7.2 English Non.....................................................................-Intuity Prompts

301

8. Voicemail Pro Examples

 

8.1 Using VB.....................................................................Script

310

8.1.1............................................................................VBScript Properties

311

8.1.2............................................................................VBScript Methods

317

8.2 IVR: Connecting.....................................................................Voicemail Pro to a Database

336

8.2.1............................................................................Example

337

8.3 Dial by Name.....................................................................

346

8.3.1............................................................................Example Call Flow

347

8.3.2............................................................................Adding a Record Name Module

348

8.3.3............................................................................Using the Name Table

349

8.3.4............................................................................Changing Full Names

349

8.4 Campaigns.....................................................................

350

8.4.1............................................................................Managing Campaigns

351

8.4.2............................................................................Customer Prompts

353

8.4.3............................................................................Customer Menu

354

8.4.4............................................................................Campaign Identification

355

8.4.5............................................................................Granting Access to a Campaign

355

8.4.6............................................................................Using the Web Campaign

357

9. Appendix

 

9.1 Installing .....................................................................IMS

362

9.1.1............................................................................IMS Limitations

363

9.1.2............................................................................IMS Components

364

9.1.3............................................................................IMS Client PC Requirements

365

9.1.4............................................................................IMS Server PC Requirements

366

9.1.5............................................................................IMS Server Installation

367

9.1.6............................................................................IMS Client Installation

380

9.1.7............................................................................Maintenance

398

9.1.8............................................................................Known Issues

409

9.2 Installing VoiceMail.....................................................................Pro as an ACM Gateway

418

9.3 Installing .....................................................................Networked Messaging (VPNM)

420

9.3.1............................................................................Requirements for VPNM

421

9.3.2............................................................................Installing VoiceMail Pro with VPNM Support

422

9.3.3............................................................................Configuring VPNM Preferences

425

9.3.4............................................................................Testing a VPNM Setup

428

9.4 IP Office to.....................................................................Avaya Interchange

429

9.4.1............................................................................Configuring the Avaya Intuity Audix

429

9.4.2............................................................................Configuring the Avaya Interchange

430

9.4.3............................................................................Configuring a DNS Server

433

9.4.4............................................................................Verification and Troubleshooting

433

Index ...............................................................................

437

Voicemail Pro

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IP Office

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Chapter 1.

Voicemail Pro

Voicemail Pro

Page 7

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15-601063Issue 20l (03 March 2009)

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 18section.

IP Office Control Unit

The IP Office Voicemail Pro licenses are entered into the configuration of the IP Office system. The licenses are required to activate Voicemail Pro features. An unlicensed Voicemail Pro service will run for two hours to allow demonstration and testing. Licence keys are issued against and validated against the unique serial number of the feature key dongle used by the the IP Office. For USB and parallel port feature key dongles, the dongle must be installed on a PC running the IP Office Feature Key Server application.

Voicemail Pro Server

The Voicemail Pro Service is installed on the Voicemail Pro server PC. This becomes the PC where messages and other data are stored for the mailboxes and services provided by Voicemail Pro.

Voicemail Pro Client

The Voicemail Pro Client is used to manage and configure the Voicemail Pro service. It can be installed on the Voicemail Pro server PC or on a separate PC. Only one client can connect to the server at any time.

Telephone Extension

For internal extensions, the voicemail server can be configure to send message waiting indication. By default this is automatically done when the extension users own mailbox contains new messages.

User's PC

The following applications can be used on a user's PC to access their messages:

Phone Manager

IP Office Phone Manager can be used to display the number of new messages in a mailbox and to access that mailbox. The Pro version of Phone Manager can also control the playback of the individual messages once a mailbox has been accessed.

Web Browser

If the Voicemail Pro server PC is also running Microsoft's IIS web server, users can access voicemail features.

Web Campaigns

The web campaigns option can be used to collect spoken and key press responses to question from callers and then display those responses to internal agents.

Web Voicemail

For Voicemail Pro 4.2+, licensed users can be configured to access their own mailbox using a web browser.

Email Options

The voicemail server can interact with email systems in a number of ways:

Voicemail Pro

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IP Office

15-601063Issue 20l (03 March 2009)

Voicemail Email

Using either a MAPI client such as Outlook on the server PC or a connection to an SMTP email server, Voicemail Pro can send email messages when a user has a new message. The email can be a simple alert or can include an attached copy of the message. This options does not support synchronization of messages between the users email program and their voicemail mailbox.

IMAP

IP Office 4.2+ supports licensed users accessing their mailbox from an IMAP compatible email program such as Outlook. This option includes synchronization between the voicemail messages in the email client and the voicemail mailbox.

Integrated Messaging Systems (IMS)

IMS allows the voicemail server to interact with a Microsoft Exchange Server. Users require an IMS client component to be installed into their copy of Outlook.

ContactStore Server

The current IP Office Voice Recording Library (VRL) application is Avaya IP Office ContactStore. The application can be installed on the Voicemail Pro Server in a separate hard disk partition or on a separate server. The diagram illustrates the option of installing ContactStore on a separate server.

Voicemail Pro is supplied on two CDs. The first CD contains the Voicemail Pro software. The second CD contains Avaya IP

Office ContactStore.

The standard Voicemail Pro CD includes the software components for generic Text To Speech (TTS). Voicemail Pro ScanSoft TTS is supplied on a separate set of 5 CDs. For more information, see the Installing Text to Speech 65section.

Voicemail Pro

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Voicemail Pro:

1.1 What is New

The following are summaries of the new features in IP Office Voicemail Pro releases.

Voicemail Pro 4.2

IP Office Unified Messaging Service (UMS) 71

Two new methods for users to access their mailbox are now supported. The methods are mailbox access using email applications that support IMAP (Internet Message Access Protocol) and mailbox access via web browsers. The use of these requires the IP Office configuration to contain UMS Web Services licenses for the number of required users.

IMAP Service 72

The Voicemail Pro now includes an IMAP server. Users can then access their voicemail messages using email clients such as Outlook and Lotus notes that support an IMAP Client. When connected, the IMAP client and Voicemail Pro will synchronize messages in the mailbox with message files in the IMAP client. Playback is through the sound facilities of the user PC.

Web Voicemail Service 75

The Voicemail Pro web service allows users to access their mailbox using a web browser. This has been tested with the Internet Explorer 7, Firefox 2 and Opera 9.10 PC browsers. This method of access requires Voicemail Pro to be installed on a PC already running Microsoft's IIS web server. Users can select to have message playback via an IP Office extension or through their PC's sound facilities.

Test Variable Action 278

The existing Check Digits action has been replaced by aTest Variable action. This, in addition to offering the capabilities of theCheck Digits action, provides significant enhancements. In addition to being able to match the user's DTMF input against a specified string offered by theCheck Digits action, theTest Variable action allows the testing of the contents of any system variable against known user extensions,hunt-groups,mailboxes and the contents of another variable. This will allow callers to enter numbers via a menu action, that can be verified as matching an existing extension or hunt groups prior to attempting to carry out transfers to otherwise potentiallynon-existentnumbers.

Menu Action Invalid Input Handling 240

The Menu action has been enhanced. It now includes a control for the number of retries for the caller to make a valid entry and anInvalid Input result for connection to following call flow actions. Also prompts can be selected for playback whenever an invalid entry or entry timeout occurs.

License and Service Status Display

When the Voicemail Pro client is connected to a Voicemail Pro server, the Help | About screen displays a list of the licenses being used by the Voicemail Pro server. This license details include the validation status and capacity of those licenses. The status of related services, for example the UMS IMAP server, are also listed.

System Variable Length Increase 211

Previously the length of values stored by system variables has been limited to 64 characters. That maximum length has been increased to 512 characters.

Outcalling Configuration

In conjunction with Phone Manager 4.2, Voicemail Pro 4.2 allows users to adjust their outcalling settings through using a visual menu within Phone Manager.

Using the Phone Manager interface, users can now apply a delay between each notification call in an escalation list.

Voicemail Pro

Page 11

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Voicemail Pro 4.1

In conjunction with IP Office 4.1, Voicemail Pro 4.1 supports the following new features:

Windows Vista Support 19

Those components of Voicemail Pro previously supported on Windows XP Pro are now also supported on Windows Vista (excluding Vista Home Basic and Vista Home Premium). The Voicemail Pro client is supported on Vista. The Voicemail Pro server is supported on Vista but not with IMS or Web Campaigns.

Automatic Recording Mailbox for Hunt Groups 176

By default automatic recordings for hunt groups are routed to the hunt group mailbox. Previously this could not be changed except through customized call flows on the Voicemail Pro. An alternate mailbox destination can now be specified through the Hunt Group | Voice Recording 176 tab.

Automatic Recording Mailbox for Account Codes 176

By default automatic recordings for account codes are routed to the mailbox of the user making the call. Previously this could not be changed except through customized call flows on the Voicemail Pro. An alternate mailbox destination can now be specified through the Account | Voice Recording 176 tab.

Call Data Tagging on Transfer Actions 258

The Transfer action now supports fields for setting the transfer source and description to display on phones receiving the transfer. The ability to associate call data for MS-CRMviaAssisted Transfer actions is now also supported onTransfer actions.

Call Transfer Announcements 258

The Transfer 258 andAssisted Transfer 263 actions can be configured to announce the transfer to the caller. The announcement uses the recorded name of the mailbox associated with the transfer if available or the number if otherwise.

LIFO/FIFO Mailbox Operation 111

The default message playback order of First In-FirstOut (FIFO) can now be changed to LastIn-FirstOut (LIFO). This is separately adjustable for new, old and saved messages. These are set through theSystem Preferences | Housekeeping 111 tab (Administration | Preferences | General 111 ).

Time in Queue and Time on System Variables 211

Two new variables can be used in Queued and Still Queued call flows. They are $TimeQueued for the time in the queue and$TimeSystem for the time the call has been on the IP Office system.

Castelle Fax Server Support 128

The Voicemail Pro can be configured to recognize faxes of this type left in user's email mailboxes and include announcement of there presence in the user's mailbox prompts.

Hunt Group/Account Code Call Recording Destination 176

Previously the destinations for automatic call recording triggered by hunt groups or account codes could not be changed except through a custom Voicemail Pro call flow. The IP Office 4.1 configuration now allows the required destination for the call recording to be specified.

$DDI System variable for DDI Numbers 211

This variable is available on DDI calls passed from the IP Office to the Voicemail Pro.

Variable Routing (replaces the CLI Routing Action) 255

The existing CLI Routing action has been replaced by the Variable Routing 255 action. This action allows the call routing to be based on matching specified values to system variables such as$CLI and$DDI. The numbers to which matching is performed can include wildcards such as? for a single digits and* for any digits.

Voicemail Pro 4.0

In conjunction with IP Office 4.0, Voicemail Pro 4.0 supports the following new features:

Upgrade 42

You can now upgrade without having to remove previous versions of the software.

Outcalling 196

When a new voice message is left in a user's mailbox, notification can be automatically sent to a selected external number. Notification can be sent for all new messages or only messages marked as priority. If there is no response to the first notification there is an escalation capability. A user can configure their outcalling settings using their telephone handset. Details on how to configure outcalling for individuals can be found in the Intuity Mailbox guide.

Personal & Hunt Group Announcements 181

Personal announcements can be recorded. A caller will hear the user's personal announcement before being transferred to voicemail, if available.

Channel Reservations 103

Specific functions can have voicemail channels reserved for their use. The channels are reserved in IP Office Manager. By default there are no reserved channels.

Automatic Recording 175

Incoming call routes can be configured to be automatically recorded.

Voicemail Pro

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IP Office

15-601063Issue 20l (03 March 2009)