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IP Office

Embedded Voicemail Installation Guide

15-601067Issue 4 (25 May 2006)

© 2006 Avaya Inc. All Rights Reserved.

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Table Of Contents

 

Introduction ................................................................................................................................

5

About this Guide.......................................................................................................................................

5

IP Office Embedded Voicemail .................................................................................................

7

Overview ..................................................................................................................................................

7

What's New in IP Office 3.0 ......................................................................................................................

8

Embedded Voicemail Mailbox Features....................................................................................................

9

Languages Supported ............................................................................................................................

10

Upgrading to IP Office 3.0 ......................................................................................................................

10

Installing Embedded Voicemail ..............................................................................................

11

Overview ................................................................................................................................................

11

Setup Information ...................................................................................................................................

12

System Settings.................................................................................................................................

12

User Mailboxes ..................................................................................................................................

12

Hunt Group Mailboxes .......................................................................................................................

13

Auto Attendant Setup.........................................................................................................................

14

Time Profiles .................................................................................................................................

14

Menu Actions ................................................................................................................................

15

IP406 V2 Installation...............................................................................................................................

16

1. Requirements ................................................................................................................................

16

2. Install the Memory Expansion Card................................................................................................

16

3. System Configuration.....................................................................................................................

16

Small Office Embedded Voicemail Installation........................................................................................

17

1. Requirements ................................................................................................................................

17

2. Checking for Voice Compression Channels ...................................................................................

17

3. Install the Memory Expansion Card................................................................................................

17

4. System Configuration.....................................................................................................................

17

Configuring an IP Office for Embedded Voicemail ..................................................................................

18

Upgrading Prompts ................................................................................................................................

19

Prompt Source and Destination Location ...........................................................................................

19

Upgrading Prompts Using a Memory Card Reader ............................................................................

19

Upgrading Prompts Using TFTP File Transfer ...................................................................................

20

Monitoring Embedded Voicemail ............................................................................................................

21

User Mailbox Configuration ....................................................................................................

23

User Mailboxes.......................................................................................................................................

23

User Mailbox Configuration ....................................................................................................................

24

Hunt Group Mailbox Configuration ........................................................................................

25

Hunt Group Mailboxes............................................................................................................................

25

Hunt Group Mailbox Configuration..........................................................................................................

26

Message Waiting Indication....................................................................................................................

26

Hunt Group Mailbox Access ...................................................................................................................

27

Message Waiting Indication ...............................................................................................................

27

Short Code and DSS Key Access ......................................................................................................

27

Remote Access..................................................................................................................................

27

Auto Attendant Configuration.................................................................................................

29

Auto Attendant Overview........................................................................................................................

29

Example Auto Attendant Setup...............................................................................................................

30

Routing Incoming Calls to an Auto Attendant .........................................................................................

32

Transferring Calls to an Auto Attendant..................................................................................................

32

Using DSS Keys ................................................................................................................................

32

Using Phone Manager .......................................................................................................................

32

Using Short Codes.............................................................................................................................

33

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Auto Attendant Remote Access..............................................................................................................

33

Changing Prompts and Prompt Short Codes..........................................................................................

34

Cascading Auto Attendants ....................................................................................................................

35

Miscellaneous ..........................................................................................................................

37

Short Codes ...........................................................................................................................................

37

Default Short Codes ......................................................................................................................

37

Adding Custom Short Codes .........................................................................................................

37

DSS Key Programming ..........................................................................................................................

38

Remote Access ......................................................................................................................................

40

Using a Short Code............................................................................................................................

40

Using an Auto Attendant ....................................................................................................................

40

Using an Incoming Call Route............................................................................................................

40

Backing Up and Restoring Messages.....................................................................................................

41

Loading Other Files onto the Memory Card ............................................................................................

42

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

43

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Introduction

About this Guide

This guide describes how to install and configure Embedded Voicemail. This guide is for Avaya professional services staff, business partners, and system integrators but can be used by anyone who has been trained to install or configure Embedded Voicemail. These instructions assume that you are familiar with IP Office Manager.

Further information about Avaya IP Office is available from www.avaya.com/support and also fromwww.avaya.com/ipoffice/knowledgebase.

Embedded Voicemail Installation Guide

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IP Office Embedded Voicemail

Overview

IP Office Embedded Voicemail is supported on the IP Office Small Office Edition and IP Office 406 V2 control units. Embedded voicemail does not require an IP Office license. It provides basic voicemail mailbox operation without requiring a permanent voicemail server PC. It also provides multiple autoattendant support for incoming calls.

Embedded voicemail uses the following components:

Memory Card

The type and capacity depends on the memory card of the IP Office control unit. However, in all cases, the cards are specially formatted for embedded voicemail use. Alternate third-partymemory cards are not supported for embedded voicemail.

IP Office IP406 V2 Control Unit

Uses an Avaya supplied 512MB Type II Compact Flash memory card. Provides up to 15 hours of uncompressed message storage. The card slots into the C/F TII slot on the front of the control unit.

IP Office Small Office Edition

Uses an Avaya supplied 64MB Compact Flash memory card within a PCMCIA card carrier. Provides up to 10 hours of compressed message storage. The PCMCIA card carrier slots into either of the PCMCIA slots on the back of the control unit.

Voice Compression Channels

Messages and prompts stored on the Small Office Edition memory card are compressed using the IP Office control unit's voice compression channels. Thus voice compression channels are required during any voicemail accesses. It is important to note that the same voice compression channels are also used for VoIP calls.

IP Office Small Office Edition

On the Small Office Edition, voice compression channels are pre-builtinto the control unit. Small Office Edition control units are available in 3 channel and 16 channel variants. An existing Small Office Edition control unit cannot be upgraded to add further voice compression channels.

IP Office 406 V2 Control Unit

Does not require or use voice compression channels for embedded voicemail.

IP Office Manager Application

During installation, connection to a PC running the IP Office Manager application is required. This is required for IP Office configuration and occasionally for TFTP transfer of the prompt files.

Note that Embedded Voicemail cannot be used in conjunction with Voicemail Lite or Voicemail Pro. The presence of a running Voicemail Lite or Pro server on the same network may cause Embedded Voicemail to fail.

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What's New in IP Office 3.0

There are no changes to Embedded Voicemail in release 3.2. The following changes were made in version 3.0 of IP Office.

IP406 V2 Support

The IP Office IP406 V2 control unit is supported using a 512MB uncompressed Compact Flash memory card.

Auto Attendant Timeout

Following the playing of the auto attendant prompts, the auto-attendantwill wait 8 seconds for a key press. If the auto attendant was accessed via anIncoming Call Route with aFallback Destination set, inactive callers are transferred to that destination, otherwise the caller is disconnected. IP Office 3.0 allows the auto attendant timeout to be adjusted within the system configuration.

Auto Attendant Dial In Access

The destination for an auto-attendanttransfer action can now be left blank. This will cause users to be prompted to dial the number they require. The number dialed must match a valid user or hunt group extension number.

Message Playback Completion

Following the playing of the last message in a mailbox, the user is no longer automatically disconnected. The user will be played a help menu and only disconnected after a period of inactivity.

Maximum Message Length

For system other than the IP401, the default maximum message length is increased to 2 minutes. IP Office 3.0 allows this to be adjusted up to 3 minutes in the system configuration.

Four Digit Mailbox Access Code

Mailbox access codes, where set, are forced to a minimum of 4 digits (maximum is 15 digits).

Remote Mailbox Access

Mailbox access without a specified user name will trigger a request for the mailbox number and then the mailbox access code if set. This allows remote mailbox access through the creation of appropriate short codes or selecting Voicemail as anIncoming Call Route destination.

Mailbox Help

Mailbox users can dial *4 for help prompts. These help prompts are also played automatically following the playing of the last message in a mailbox.

Voicemail Reception Number

Callers leaving messages can dial *0 to be transferred to the mailbox user's Voicemail Reception number. This number is set through the IP Office configuration.

Multi-LingualOperation

For systems other than the IP401, the user Locale can be used to override the system Locale to set which language prompts are used. See Languages Supported.

Prompt Pre-Load

All prompts for IP Office 3.0 embedded voicemail are now pre-loadedonto new memory cards when supplied. The previous TFTP transfer of prompts used during installation is no longer required except during upgrades of existing memory cards.

'Record Greeting'short code feature renamed 'Auto Attendant'

A minor change is the renaming of the "Record Greeting" short code feature to "Auto Attendant" to more accurately reflect its usage.

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IP Office Embedded Voicemail

SNMP Disk Full Warning

On IP Office systems configured for SNMP, a disk full alarm is generated when the embedded voicemail memory card reaches 90% full. In addition a critical space alarm is generated at 98% full (99% for the IP406 V2) and an OK alarm is generated when the disk space returns to below 90% full.

Note: When the critical disk space limit is reached, the Embedded Voicemail will not record any more messages. However calls are not advised of this and are still prompted to leave messages.

Embedded Voicemail Mailbox Features

Supported Features

Hunt group and user voicemail for the leaving and collection of messages.

Auto attendant on Small Office Edition.

For security a voicemail access code can be assigned to any mailbox. This can be changed by the mailbox user and/or the System Administrator.

Message waiting indication to suitable phones and IP Office Phone Manager.

Message waiting indication for hunt group mailboxes can be assigned to specified users.

Internal ringback on new messages.

Short code features for collecting messages, leaving messages, voicemail on/off and ringback on/off.

A voicemail reception number can be set for user mailboxes. Callers dialing *0 are transferred from the mailbox to that number.

Embedded Voicemail System Comparison

Feature

Small Office Edition

 

IP406 V2

 

 

 

 

Memory Type

64MB Compact Flash (in PCMCIA

 

512MB Compact Flash.

 

carrier).

 

 

 

 

 

 

Compression Method

3 or 16 channels built into control

 

Not required.

 

unit motherboard.

 

 

 

 

 

 

Storage

10 Hours.

 

15 Hours.

 

 

 

 

Maximum Simultaneous

Up to 3 on VC3 system.

4

Connections

Up to 10 on VC16 system.

 

 

 

 

 

 

 

 

 

Maximum Individual

Adjustable up to 180 seconds

 

Adjustable up to 180 seconds

Message Length

(default 120 seconds).

 

(default 120 seconds).

 

 

 

 

Auto Attendant

Yes

 

Yes

 

 

 

 

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Maximum Simultaneous Connections

For Small Office Edition systems, this figure may be reduced whenever voice compression channels are already in use for VoIP call support.

Major Features Not Supported

User trusted source settings

The use of V numbers in the user Source Numbers to bypass the mailbox access code is not supported.

Call Recording

Voicemail Email

Hunt Group Queued and Still Queued Messages.

Languages Supported

From 3.0+, Embedded Voicemail supports a range of language prompt sets.

The IP Office system Locale setting is used to determine the default language prompts used. This can be overridden for individual user mailboxes by setting a different userLocale in the system configuration.

If the default language required does not match the system locale, the required language locale settings must be entered for all users through their individual user settings.

The following languages are supported for Embedded Voicemail. The matching configuration Locale setting is shown in () brackets.

 

Danish (dan)

 

Italian (ita)

 

German (deu)

 

Japanese (jpn)

 

English-UK(eng)

 

Korean (kor)

 

English-US(enu)

 

Dutch (nld)

 

Spanish (esp)

 

Norwegian (nor)

 

Spanish-Mexico(esm)

 

Portuguese (ptg)

 

Spanish-Argentina(ess)

 

Portuguese-Brazilian(ptb)

 

Finnish (fin)

 

Russian (rus)

 

French (fra)

 

Swedish (sve)

 

French-Canadian(frc)

 

Chinese (chs)

Upgrading to IP Office 3.0

The method of transferring and handling prompts was changed in IP Office 3.0 so that prompts are no longer transferred from a Manager PC using TFTP following a system restart.

For existing systems with embedded voicemail, the voicemail remains inactive after an IP Office control unit has been upgraded to 3.0. To reactivate the embedded voicemail, the new 3.0 prompt set needs to be loaded onto the memory card. This action is required only once. See Upgrading Prompts.

New embedded voicemail memory cards are now supplied with the necessary prompts pre-installed.In cases where an older card without prompts is supplied, the 3.0 prompt set needs to be loaded onto the memory card. Again see Upgrading Prompts.

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IP Office