ADTRAN 619510003-1A User Manual

NetVanta Unified Communications

NetVanta Enterprise Communications Server

Personal Business Assistant User Guide

Version 4.5

619510003-1A October 2009

Trademarks Enterprise Communications Server

Trademarks

Any brand names and product names included in this manual are trademarks, registered trademarks, or trade names of their respective holders.

To the Holder of the Manual

The contents of this manual are current as of the date of publication. ADTRAN reserves the right to change the contents without prior notice.

In no event will ADTRAN be liable for any special, incidental, or consequential damages or for commercial losses even if ADTRAN has been advised thereof as a result of issue of this publication.

Service and Warranty

For information on the service and warranty of ADTRAN products, visit the ADTRAN website at

http://www.adtran.com/support

901 Explorer Boulevard

P.O. Box 140000

Huntsville, AL 35814-4000

Phone: (256) 963-8000

Enterprise Communications Server Conventions

Conventions

Notes provide additional useful information.

Cautions signify information that could prevent service interruption or damage to equipment.

Warnings provide information that could prevent injury or endangerment to human life.

Conventions Enterprise Communications Server

Table of Contents

1 Getting Started . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7

Conventions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9

Requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Starting the Application . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

First-time Access using the Desktop. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Changing your Password . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Accessing your Mailbox for the First Time . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13

2 Customizing your Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Customizing your Mailbox using your Telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15

Customizing your Mailbox using your Computer. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

3 Customizing Incoming Call Options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Managing Extensions and Identities Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

4 Managing Messages using your Telephone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Accessing your Mailbox using your Telephone. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Listening to Messages Remotely . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31

Sending Messages from your Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33

Caller Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

5 Managing Messages using your Computer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .39

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Managing Messages in Microsoft Outlook . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39

Managing Messages in Lotus Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

Managing Messages in the Mailboxes Menu in the NetVanta UC client. . . . . . . . . . . . . . . . 51

6 Using SIP Telephones. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .55

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Customizing your Phone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 55

Using SIP Phones . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 57

7 Faxing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 67

Sending Faxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 68

Receiving Faxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 91

8 Creating Distribution Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 93

9 Creating Custom Call Answering Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 95

Managing Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 96

Using the Service Editor . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 100

Working with Elements to Build a Service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 102

Customizing Services using Parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 104

Validating Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 105

Troubleshooting Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 106

Enterprise Communications Server

10 Using Elements to Create Call Answering Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 107

Using Standard Elements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 111

Using Advanced Elements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 130

11 Using Announcements in Call Answering Services. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .143

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Using Prerecorded Announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 143

Recording Announcements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 145

Managing Announcements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 153

12 Using Databases in Call Answering Services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Managing Data Sources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 155

Accessing Data using Database Service Elements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 159

Using Database Elements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 163

13 Importing and Exporting . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .173

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

Starting the Import/Export Wizard . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

Importing and Exporting Items . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 173

14 Setting Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

Setting General Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 175

Setting Message Delivery Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 176

Customizing your Mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 178

Setting Integrated Messaging Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 180

Compressing Voice Messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 181

15 Troubleshooting. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .183

Overview . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183

Troubleshooting Message Waiting Indicators . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 183

Troubleshooting the NetVanta UC Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 184

Using the NetVanta UC Server Logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 185

Accessing Documentation and Training . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

Accessing Technical Support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 191

16 Appendix A - Glossary. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .193

17 Appendix B - Installing the NetVanta UC Client Application . . . . . . . . . . . . . . . . . . . . . . . . . 197

Enterprise Communications Server Getting Started

1 Getting Started

This chapter introduces the NetVanta Enterprise Communications Server client application in Personal Business Assistant mode and presents some basic operations. This chapter covers the following topics:

• Overview on page 7

• Conventions on page 9

• Requirements on page 10

• Starting the Application on page 10

• First-time Access using the Desktop on page 10

• Changing your Password on page 12

• Accessing your Mailbox for the First Time on page 13

Overview

The UC Server application in Personal Business Assistant mode provides not only the most commonly used unified communications features, but also the opportunity to design your own auto attendent services and to record customized announcements. Master the basic functions and manage your personalized greetings and delivery features with efficiency and ease, right from your desktop. The user interface is remarkably user-friendly.

The UC Server is integrated with Microsoft Outlook so that you can access voice, fax, and email messages from a single inbox. The type of each new message is signaled by a distinctive icon that you can recognize at a glance, just as you are familiar with the envelope that indicates reception of an email message.

You can use a local or remote telephone to log on to the system and retrieve not only voice messages but email. With a single keypad command, the text-to-speech engine reads email messages to you over the phone. You are also informed if you have received fax messages.

Please note that your system administrator needs to set your call answering mode to Personal Business Assistant for you to have access to this mode.

All users on the system manage, and are managed by, user profiles, identities, and authorizations.

Overview Enterprise Communications Server

Active

Conventions

Document conventions

Text

Bold font is used to indicate important input data and keywords.

Shortcut menus

Steps for procedures generally instruct readers to use shortcut menus, although commands can also be made using menus and toolbar buttons.

To obtain a shortcut menu, right-click the icon or folder you want to access then select the command you want.

Voice recording conventions

Computer audio card device

Telephone handset device

You can select the icon of the audio device when you play or record. The settings are saved and the last device that you selected is automatically used.

Record button

Stop button

Play button

Requirements Enterprise Communications Server

Requirements

Before proceeding, you need to get the following information from your network administrator:

• The name of the server to which to connect

• The UC Server access number

• Your default password for performing mailbox management

• The system-defined key used to perform remote mailbox management

Starting the Application

The application might already be installed on your computer. If it is not, ask your network administrator for assistance, or refer to Appendix B in this manual for instructions about how to do the installation.

To start the application

1. Select Windows Start > Programs.

2. Select NetVanta UC client.

3. Select UC Client and the Choose UC Server dialog box opens.

4. Type the UC Server name in the Server name text box.

5. Enable the Save server as default check box, and then select OK. In the Server login dialog box, type your user name and password. From now on, the application remembers the server name so that you do not have to enter it again. When you start the application for the first time, the First-time Access Wizard Welcome menu appears.

First-time Access using the Desktop

If you change your password using the telephone and want to change it again in the application, you must restart the application to synchronize the password.

The First-time Access Wizard guides you through the following procedures:

• Changing your password

• Recording your greetings

If you are an IMAP user, you can also configure your IMAP user name and password. If you are not an Exchange user, the wizard allows you to change the contact system if it finds more than one compatible

Enterprise Communications Server First-time Access using the Desktop

contact system (for example, Outlook Express and Outlook).

For Lotus Notes integration, the contacts default to Microsoft Exchange. For information about Lotus Notes integration, refer to the Lotus Notes integration document, which is available online at

http://kb.adtran.com..

To change your password and record your greetings

1. Start the Client application to start the First-time Access Wizard.

2. Select Next and the Mailbox dialog box opens.

3. Type a numeric password in the Password text box. This is the password that you use to access your mailbox using the telephone. Your password must contain only digits. It must be at least four digits long.

4. In the Re-enter text box, type the numeric password again.

5. Select Next and the Identifier menu appears. The identifier greeting consists of your name. It is played to callers who reach your mailbox.

6. Make sure that the audio device you want is selected.

7. Select record. If you are using your telephone, wait for the beep before you begin to record. The timer runs as you record.

8. Select stop when you have finished. If you use the telephone, you can hang up the phone or press the Release button on the phone to end the recording.

9. Select Next to open the Greeting dialog box.

10. Choose one of the following greeting types to record:

• Use standard greeting plays a default greeting to callers.

• Record same greeting for internal and external callers allows you to record a single greeting

for all callers.

• Record different greetings for internal and external callers allows you to record two messages,

one for callers from within your organization, the other for callers from outside your organization.

11. Select Next.

• If you select Use standard greeting, go to step 16.

• If you select Record same greeting for internal and external callers, the Internal/External

Greeting menu appears.

• If you select Record same greeting for internal and external callers, the Internal Greeting

dialog box opens.

In the text box, you can type the greeting that you want to record. This is useful for eliminating pauses when you record.

Changing your Password Enterprise Communications Server

12. Make sure that the audio device you want is selected.

13. Select record. If you are using a telephone, wait for the beep before you begin to record. The timer runs as you record.

14. Select stop when you have finished. If you use the telephone, you can hang up the phone or press the Release button on the phone to end the recording.

15. Select Next.

• If you chose to make two distinct greetings, the External Greeting dialog box opens. Repeat steps

12 to 15 to record an external greeting.

• If you chose to make a single greeting, the Completion menu appears.

16. Select Finish.

The main Client window opens.

To set the number of rings on your telephone

In the Number of rings box in the Identities pane, select the number of rings for the identity that you want. The UC Server answers the telephone after the number of rings that you specify.

Changing your Password

If your user profile menu has access to multiple profiles, you can view those profiles as tabs across the top of the window. You can change the password only for the owned user profile.

If you are an Active Directory user, the change user password option is unavailable.

Enterprise Communications Server Accessing your Mailbox for the First Time

To change the password

1. Select the tab of the profile for which you want to change the password.

2. Select Tools > Change User Password.

3. In the Change Password dialog box, do all of the following:

•In the Old password box, type the old password.

•In the New password box, type the new password.

•In the Confirm new password box, retype the new password.

The new password takes effect immediately.

Accessing your Mailbox for the First Time

You can access your mailbox using your telephone extension or a remote telephone. To access your mailbox using your telephone extension, you need the UC Server access number and your default password. You can obtain these from your system administrator.

To access your mailbox using your telephone extension

1. On your telephone keypad, enter the UC Server access number.

2. Enter your password followed by #. You are prompted to change your password.

If you have already changed your password and recorded your greetings using the Firsttime Access Wizard, you can enter your password followed by #.

3. Follow the prompts and record your greetings. If you do not record any greetings now, you are not prompted to do so the next time you call in to manage your mailbox.

To access your mailbox using a remote telephone you need the system-defined key for remote mailbox management. You can get this from your system administrator. You must also have your extension number and password.

To access your mailbox using a remote telephone

1. Call your workplace number that has the UC Server as the auto attendant.

2. At the prompt, press the system-defined key used to perform remote mailbox management.

3. Enter your extension number and then your password at the prompt. The message summary lists the number and type of messages in your mailbox.

You can press # after you enter the extension and password. Pressing # speeds up logging into your mailbox.

Accessing your Mailbox for the First Time Enterprise Communications Server

Your system administrator might have set up a different behavior. Contact your administrator for more information.

Enterprise Communications Server Customizing your Mailbox

2 Customizing your Mailbox

Overview

You can customize your mailbox, such as recording greetings, using either a telephone or UC Client. There are other features which can only be enabled using either a telephone or UC Client, such as setting up a one-time message for a specific caller, using UC Client. For more information on customizing your mailbox and using mailbox features, refer to the following sections:

• Customizing your Mailbox using your Telephone on page 15

• Customizing your Mailbox using your Computer on page 20

Customizing your Mailbox using your Telephone

You can customize your mailbox in many ways including creating greetings, changing your password, and changing the amount and type of information that plays about your messages. You can adjust the message waiting light on your phone, and you can also create distribution lists.

You can use your telephone to manage the following mailbox items:

• Recording and selecting greetings

• Changing your password

• Changing message information

• Changing the message summary

• Changing the notification option

• Changing message sorting options

• Managing distribution lists

You can perform mailbox management using a remote telephone or your workplace extension. For information about accessing your mailbox using a telephone, refer to Accessing your Mailbox using your

Telephone on page 31.

When calling from your extension, enter the access number set up by your network administrator. This is not the same number as the system-defined key that you use when performing remote mailbox management. You can obtain the access number from your system administrator. After you enter the access number, you are prompted to enter your password.

The following management tasks assume that you are accessing the system from your workplace extension.

Recording and selecting greetings

Using your telephone, you can record and listen to greetings, and select a type of greeting to play to callers.

Customizing your Mailbox using your Telephone Enterprise Communications Server

You cannot select a greeting unless it has an audio recording. If you try to select a greeting without a recording, you are prompted to record one.

Disabling a greeting does not delete it. You can enable a greeting at any time. Recording a new greeting replaces an existing one.

If the out-of-office greeting is enabled, the user is prompted to turn it off or leave it on. For information about managing greetings using the computer, refer to Customizing your Mailbox on page 15.

To manage your greetings

1. From the main menu, select 4: Change mailbox options.

2. From the Change mailbox options menu, select 1: Manage greetings.

3. From the Manage greetings options menu, select one of the following:

• 1 — external greeting

• 2 — internal greeting

• 3 — mailbox identifier

• 4 — out-of-office greeting

• 0 — help menu

• * — return to previous menu

The greeting status plays (on or off).

4. Select one of the following:

• 1 — record

• 2 — listen

• 3 — turn on/off

• * — cancel

5. After the tone, record your greeting, and then press #.

6. Select one of the following:

• 1 — keep the greeting

• 2 — record the greeting again

• 3 — review the greeting

• * — cancel

The maximum length of a recorded greeting is 15 minutes.

If the Out of Office greeting is not enabled, you cannot listen to the greeting. You are informed that no greeting is recorded.

Enterprise Communications Server Customizing your Mailbox using your Telephone

Changing your password

To change your password

1. From the main menu, select 4: Change mailbox options.

2. From the Change mailbox options menu, select 2: Change password.

3. Enter the new password followed by #.

4. Confirm the new password by doing one of the following:

• 1 — keep the password

• 2 — re-enter the password

• * — cancel

Changing message information

Message information plays before each message. For voice messages, information includes the caller ID and the date and time that the message was received. For email messages, the sender and subject title are included. The default setting for Message information is on. If you change this option to off, you do not receive message information before you review each message.

To change message information

1. From the main menu, select 4: Change mailbox options.

2. From the Change mailbox options menu, select 3: Change status options.

3. From the Change status options menu, select 1: Turn message information on or off.

Changing the message summary

A message summary plays as soon as you enter your password. The Message Summary lists the number and type of messages you have received and whether they are new or saved. There are three modes for message summary. They are:

Disabled

Quick

Verbose

To change the message summary

No message summary is provided.

The message summary provides limited information. For example, “You have five new messages and six saved messages.” This is the default mode.

The message summary provides detailed information. For example, “You have five new voice messages, four new fax messages, 30 new email messages, and 50 saved messages.”

1. From the main menu, select 4: Change mailbox options.

2. From the Change mailbox options menu, select 3: Change status options.

Customizing your Mailbox using your Telephone Enterprise Communications Server

3. From the Change status options menu, select 2: Obtain message summary options.

4. Select one of the following:

• 1 — Disable

• 2 — Set to quick mode

• 3 — Set to verbose mode

• * — Cancel

Changing the notification option

When you receive a message, an alert is displayed on your telephone that notifies you that you have mail. This notification option allows you to turn the alert light on or off.

To change the notification option

1. From the main menu, select 4: Change mailbox options.

2. From the Change Mailbox Options menu, select 4: Notification option.

3. Select one of the following:

• 1 — turn notification on

• 2 — turn notification off

Changing message sorting options

Message sorting options allow you to listen to your messages in the order that you choose. Listening to voice and fax messages only is the default option.

To change message sorting options

1. From the main menu, select 4: Change mailbox options.

2. From the Change mailbox options menu, select 5: Message sorting options.

3. Select one of the following:

• 1 — plays voice and fax message only

• 2 — plays voice and fax messages first, and then email messages

• 3 — plays all messages in the order that they were received

Managing distribution lists

You can use system and personal distribution lists over the telephone. Create, edit, and delete distribution lists using the telephone. For more information about distribution lists, refer to Creating Distribution Lists

on page 93.

To create a distribution list over the telephone

1. From the main menu, select 4: Change mailbox options.

2. From the Mailbox options menu, select 6: Distribution list options.

Enterprise Communications Server Customizing your Mailbox using your Telephone

3. From the Distribution list menu, select 1: Create a new distribution list.

4. Enter the number of the new distribution list.

5. Select one of the following:

• 1 — confirm

• 2 — cancel

To edit a distribution list over the telephone

1. From the main menu, select 4: Change mailbox options.

2. From the Mailbox options menu, select 6: Distribution list options.

3. From the Distribution list menu, select 2: Edit distribution list.

4. Enter the distribution list number that you want to edit.

5. Select 1: Manage distribution list.

6. Select one of the following:

• 1 — add recipient

• 2 — remove recipient

• 3 — list recipients

• 0 — help

• * — exit to previous menu

7. If you selected 1, to add a recipient, enter the new recipient number, and then select one of the following:

• 1 — save

• * — cancel

8. If you select 2, to remove a recipient, enter the number of the recipient that you want to remove, and then select one of the following:

• 1 — delete

• * — cancel

To delete a distribution list over the telephone

1. From the main menu, select 4: Change mailbox options.

2. From the Mailbox options menu, select 6: Distribution lists options.

3. From the Distribution lists options menu, select 3: Delete distribution list.

4. Enter the number of the distribution list that you want to delete.

5. Select one of the following:

• 1 — delete

• * — cancel

Customizing your Mailbox using your Computer Enterprise Communications Server

Customizing your Mailbox using your Computer

This section explains how to customize your mailbox, such as recording greetings and one-time messages, using UC Client voice message features on your user extension.

You manage all voice message features using the main window or Assistant menu. This menu appears by default when you start the application. You can access voice-messaging features by selecting the feature icons in the navigation pane.

For more information on setting mailbox options from your computer, refer to

Customizing your Mailbox on page 178.

Recording and selecting greetings

Using the Greeting Management pane, you can create and record new greetings, or play and delete existing greetings. You can manage four types of greetings:

• External greeting

• Internal greeting

• Mailbox identifier greeting

• Out-of-office greeting

Callers from outside your workplace hear the external greeting. This greeting is longer and more informative than the internal greeting. Here is an example of an external greeting:

“Thank you for calling [your workplace name]. We are unable to take your call at this time; please leave a message at the sound of the beep and we will get back to you before the end of the day.”

Callers from another extension at your workplace hear the internal greeting. This greeting is shorter than an external greeting and can be more informal because it is intended for internal callers. Here is an example of an internal greeting:

“Hi, I’ll be in a meeting all morning, but I’ll get back to you after lunch. Thanks for your patience.”

The mailbox identifier greeting consists of your name. Callers hear this greeting when their call is transferred to your extension. The mailbox identifier is always available in the greetings list and you cannot delete it.

Enable the out-of-office greeting when you are away from the office for an extended time. The caller cannot interrupt the out-of-office greeting. Callers hear the entire greeting before they can leave a message. You can record an out-of-office greeting and enable it only when you need it. You can re-use the same greeting each time you are out of the office. When you start the application, a notice reminds you that the

Enterprise Communications Server Customizing your Mailbox using your Computer

out-of-office greeting is enabled. You can turn it off or leave it on.

If you enable the out-of-office greeting, it plays in place of the internal and external greeting. If you record an external greeting but no internal greeting, all callers hear your external greeting. If you record an internal greeting but no external greeting, external callers hear a default greeting. If you do not record any greetings, the following default greeting plays to callers: “We are unable to take your call. Please record a message after the tone.”

Available greetings are listed alphabetically. A new greeting appears at the bottom of the list until you refresh the content pane.

Creating and recording greetings

You can create and record a new greeting, or re-record an existing greeting. There is no limit to the number of greetings that you can create, provided there is enough disk space to accommodate them.

For information about managing greetings using the telephone, refer to Managing Messages using your

Telephone on page 31.

To create a new greeting

1. In the Available Greetings section, select the New button.

2. Type a name for the new greeting.

3. Press Enter, and the new greeting appears at the bottom of the list.

Customizing your Mailbox using your Computer Enterprise Communications Server

To record a greeting

1. In the Available Greetings list, select the name of the greeting that you want to record.

2. Select the Record button next to the greeting that you want to record to open the record Audio box.

3. Choose replace all from the Insert New Audio list.

4. Select record and record the greeting.

5. Select stop when you are finished recording.

6. Select OK.

The maximum length of a recorded greeting is 15 minutes.

Playing and deleting greetings

To play a greeting

1. From the Available Greetings list, select the greeting that you want to play.

2. Make sure that the audio device you want is selected.

Enterprise Communications Server Customizing your Mailbox using your Computer

Advanced button

3. Select play to play the greeting.

To delete a greeting

1. From the Available Greetings list, select the greeting that you want to delete.

2. Select the trash button to delete the greeting.

3. Select Ye s to confirm the deletion.

Re-recording and deleting greetings using the Audio Editor

For more information about using the Audio Editor for advanced management of audio greetings, refer to

Using Announcements in Call Answering Services on page 143.

To re-record a greeting using the Audio Editor

1. From the Available Greetings list, select the greeting that you want to re-record.

2. Make sure that the audio device you want is selected.

3. Select the advanced button to open the Audio Editor.

In the text area of the Audio Editor, you can type the greeting that you want to record. This is useful to eliminate pauses when you are recording.

4. Select record to open the Record Audio box.

5. From the Insert new audio list, select a position on the waveform:

• At the current position—records from the marker’s position on the waveform (from the

beginning, if you did not make a selection)

• At the beginning—records from the beginning

• At the end—records from the end of the current greeting

• Replace all—replaces the current greeting with the new greeting

6. Select record and record the greeting.

7. Select stop when you are finished recording.

8. Select OK.

10. Select File > Exit to close the Audio Editor and update the greeting.

9. Select play to listen to the re-recorded greeting.

Customizing your Mailbox using your Computer Enterprise Communications Server

Advanced button

11. Select Ye s to update the greeting and return to the Greeting Management pane.

The maximum length of a recorded greeting is 15 minutes.

To edit a greeting using the Audio Editor

1. From the Available Greetings list, select the greeting that you want to edit.

2. Make sure that the audio device you want is selected.

3. Select the advanced button to open the Audio Editor.

In the text area of the Audio Editor, you can type the greeting that you want to record. This is useful to eliminate pauses when you are recording.

4. Select the position or area of the waveform that you want to edit.

5. Select record to open the Record Audio box.

6. From the Insert new audio list, select one of the following:

• In place of the current selection—replaces the selected area with the new recording

• After the current selection

• Before the current selection

• At the current position—records from the marker’s position on the waveform (from the

beginning, if you did not make a selection)

• At the beginning—records from the beginning

• At the end—records from the end of the current greeting

• Replace all—replaces the current greeting with the new greeting

7. Select record and record the greeting.

8. Select stop when you are finished recording.

9. Select OK.

10. Select play to listen to the edited greeting.

11. Select File > Exit to close the Audio Editor and update the greeting.

Enterprise Communications Server Customizing your Mailbox using your Computer

12. Select Ye s to update the greeting and return to the Greeting Management pane.

The maximum length of a recorded greeting is 15 minutes.

Selecting greetings

For each greeting type, you can specify a greeting from a list of possible greetings. If you select none for a greeting type, the system plays the default greeting.

To specify a greeting

1. On the Greeting Management content pane, select one of the following greeting types:

• External greeting

• Internal greeting—by default, it is the same as the external greeting

• Mailbox identifier—it can be only on or off, there are no other greetings available in the list

• Out-of-office greeting—if you specify an out-of-office greeting, the external and internal

greetings are unavailable

2. Select a greeting from the list.

You cannot select a greeting if there is no audio recorded for it.

Recording one-time messages

The One-time Messages feature allows you to record a message intended for a specific caller. The caller’s name and telephone number are recorded in the Contacts list that you maintain in Outlook. You need caller ID to be able to use this feature.

You can change or remove a one-time message that you leave for a caller. However, once a caller has telephoned your extension and heard the one-time message, it is automatically deleted.

Customizing your Mailbox using your Computer Enterprise Communications Server

To create a one-time message for a contact

1. In the Assistant navigation pane of the main Client menu, select One-time Messages to open the Onetime Messages content pane.

2. Select Add to open the One-time Messages recording dialog box.

3. From the For list, select the contact that you want to receive the one-time message. The contacts are from the list of contacts that you maintain in Outlook.

In the text area of the One-time Message dialog box, you can type the greeting that you want to record. This is useful to eliminate pauses while you record.

4. Select record to open the Record Audio dialog box.

5. Make sure that the audio device you want is selected.

6. From the Insert new audio list, select at the beginning.

7. Select record. If you are using your telephone, wait for the beep before you begin to record. As you record, the clock runs and the red record button turns grey.

8. Select stop when you have finished. If you used your telephone, you can also press the Release button on the phone to end the recording.

9. Select play to hear the greeting.

Enterprise Communications Server Customizing your Mailbox using your Computer

10. Select OK to keep the greeting. The contact to receive your one-time message appears in the Onetime Messages content pane. Any other contacts that you record a one-time message for are added to this list.

To change a one-time message for a contact

1. In the One-time messages content pane, select the contact for the one-time message that you want to change.

2. Select Change.

3. Follow steps 4 to 10 of To create a one-time message for a contact on page 26.

4. Select Done when you are finished changing the message.

To delete a one-time message

1. In the One-time messages content pane, select the contact whose one-time message you want to delete.

2. Select Delete.

3. Select Ye s to confirm the deletion.

Customizing your Mailbox using your Computer Enterprise Communications Server

Enterprise Communications Server Customizing Incoming Call Options

Active Service icon

3 Customizing Incoming Call Options

Overview

This section explains how to manage identities.This section covers the following topics:

• Managing Extensions and Identities Options on page 29

Managing Extensions and Identities Options

An identity typically corresponds to a user extension or an email address. When callers dial in to the system, they can access, for example, a user extension or an employee’s email address. The Administrator creates and assigns identities. If you have identities assigned, they appear in the identities pane, on the bottom-left of the client window.

You can change the number of rings on an identity, which determines the number of times a call rings on an extension before it is answered by the auto attendant.

To change the number of rings using the Identities pane

1. On the Identities pane, select the Number of rings box that corresponds to the identity that you want to change.

2. Select the number of rings that you want for the identity. The default number of rings is 4.

To edit an active service using the Identities pane

1. On the Identities pane, select the active service icon.

2. Select Edit Active Service. The service that is active on the identity opens in the Service Editor. For information about editing services using the Service Editor, refer to Creating Custom Call Answering

Services on page 95.

To locate an active service using the Identities pane

1. On the Identities pane, select the active service icon.

2. Select Locate Active Service. The Services navigation pane opens with the active service highlighted

in the Services content pane.

Managing Extensions and Identities Options Enterprise Communications Server

Active Service icon

To change a service using the Identities pane

1. On the Identities pane, select the arrow in the services list box that corresponds to the trunk identity that you want to change.

2. Select Services.

3. Select the service to apply to this identity.

For information about services and how to build and activate them, refer to Creating

Custom Call Answering Services on page 95.

To view the SIP Authentication

1. On the Identities pane, select the active service icon.

2. Select SIP Authentication. You can view your user name and password. The Administrator needs this information to assign a phone to an identity.

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