Avaya 11-300244 User Manual

Modular Messaging
Concepts and Planning Guide

Release 2 with Avaya Message Storage Server
Release 1.1 with Microsoft Exchange or IBM Lotus Domino
Message Stores

11-300244

Issue 2

November 2004

 2004, Avaya Inc.
All Rights Reserved, Printed in U.S.A.

Notice

Every effort was made to ensure that the information in this book was complete
and accurate at the time of printing. However, information is subject to change.

Avaya Web Page

The world wide web home page for Avaya is:
www.avaya.com.
To download an electronic version of this document, visit the Avaya web page.

Preventing Toll Fraud

Toll Fraud is the unauthorized use of your telecommunications system by an
unauthorized party (for example, a person who is not a corporate employee,
agent, subcontractor, or working on your company’s behalf). Be aware that
there is a risk of toll fraud associated with your system and that, if toll fraud oc­curs, it can result in substantial additional charges for your telecommunications
services.

• Any other equipment networked to your Avaya products
Avaya does not warrant that this product is immune from or will prevent unau­thorized use of telecommunication services or facilities accessed through or
connected to it. Avaya is not responsible for any damages or charges that re­sult from either unauthorized uses or from incorrect installations of the security
patches that are made available from time to time.
Suspected security vulnerabilities with Avaya products should be reported to
Avaya by sending mail to [e-mail].

Federal Communications Commission Statement
Part 15: Class A Statement. This equipment has been tested and found to

comply with the limits for a Class A digital device, pursuant to Part 15 of the
FCC Rules. These limits are designed to provide reasonable protection against
harmful interference when the equipment is operated in a commercial environ­ment. This equipment generates, uses, and can radiate radio-frequency ener­gy and, if not installed and used in accordance with the instructions, may cause
harmful interference to radio communications. Operation of this equipment in a
residential area is likely to cause harmful interference, in which case the user
will be required to correct the interference at his own expense.

Avaya Fraud Intervention

If you suspect that you are being victimized by toll fraud and you need technical
assistance or support, call PBX Security at 1 800 643 2353, for domestic ac­cess or 720 444 3728, for international access.

Providing Telecommunications Security

Telecommunications security of voice, data, and/or video communications is
the prevention of any type of intrusion to, that is, either unauthorized or mali­cious access to or use of, your company’s telecommunications equipment by
some party.

Your company’s “telecommunications equipment” includes both this Avaya
product and any other voice/data/video equipment that could be accessed via
this Avaya product (that is, “networked equipment”).

An “outside party” is anyone who is not a corporate employee, agent, subcon­tractor, or working on your company’s behalf. Whereas, a “malicious party” is
Anyone, including someone who may be otherwise authorized, who accesses
your telecommunications equipment with either malicious or mischievous in­tent.

Such intrusions may be either to/through synchronous (time-multiplexed and/
or circuit-based) or asynchronous (character-, message-, or packet-based)
equipment or interfaces for reasons of:

• Utilization (of capabilities special to the accessed equipment)

• Theft (such as, of intellectual property, financial assets, or toll-facility
access)

• Eavesdropping (privacy invasions to humans)

• Mischief (troubling, but apparently innocuous, tampering)

• Harm (such as harmful tampering, data loss or alteration, regardless of
motive or intent)

Be aware that there may be a risk of unauthorized intrusions associated with
your system and/or its networked equipment. Also realize that, if such an intru­sion should occur, it could result in a variety of losses to your company, includ­ing but not limited to, human/data privacy, intellectual property, material assets,
financial resources, labor costs, and/or legal costs).

Industry Canada (IC) Interference Information

This digital apparatus does not exceed the Class A limits for radio noise emis­sions set out in the radio interference regulations of Industry Canada.

Le Présent Appareil Nomérique n’émet pas de bruits radioélectriques dépas­sant les limites applicables aux appareils numériques de la class A préscrites
dans le reglement sur le brouillage radioélectrique édicté par le Industrie Can­ada.

Trademarks

All trademarks identified by ® and ™ are registered trademarks or trademarks
of Avaya Inc. All other trademarks are the property of their respective owners.

Obtaining Products

To learn more about Avaya products and to order products, visit
www.avaya.com.

European Union Declaration of Conformity

The “CE” mark affixed to the equipment means that it conforms to the refer­enced European Union (EU) Directives listed below:
EMC Directive89/336/EEC
Low-Voltage Directive73/23/EEC
For more information on standards compliance, contact your local distributor.

Warranty

Avaya Inc. provides a limited warranty on this product. Refer to your sales
agreement to establish the terms of the limited warranty. In addition, Avaya’s
standard warranty language as well as information regarding support for this
product, while under warranty, is available through the following web site:
www.avaya.com/support.

Your Responsibility for Your Company’s Telecommunications Security

The final responsibility for securing both this system and its networked equip­ment rests with you – an Avaya customer’s system administrator, your tele­communications peers, and your managers. Base the fulfillment of your
responsibility on acquired knowledge and resources from a variety of sources
including but not limited to:

• Installation documents

• System administration documents

• Security documents and anti-virus patches

• Hardware-/software-based security tools

• Shared information between you and your peers

• Telecommunications security experts

To prevent intrusions to your telecommunications equipment, you and your
peers should carefully program and configure your:

• Avaya provided telecommunications systems and their interfaces

• Avaya provided software applications, as well as their underlying hard­ware/software platforms and interfaces

Preface

Overview. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xi

Audience . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xi

Conventions and definitions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xii

Avaya Modular Messaging documentation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xiii

Avaya Modular Messaging support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . xiii

Customer’s responsibility for their system’s security. . . . . . . . . . . . . . . . . . . . . . . . xiv

Section 1 Introduction

Chapter 1 Introducing Avaya Modular Messaging

Contents

Benefits of Avaya Modular Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-3

Scalability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-3

Mobility. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-3

Familiar telephone user experience. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-4

Multiple language support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-4

Ease of administration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-6

Switch integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-7

Industry standards . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .1-7

Section 2 Concepts

Chapter 2 Modular Messaging versions

Avaya Modular Messaging versions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-2

Modular Messaging—MSS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2-2

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Modular Messaging—Exchange and Modular Messaging—Domino . . . . . . . . . . . . . . . . . 2-4

Comparing characteristics of Modular Messaging versions . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2-6

Chapter 3 Modular Messaging server components

Messaging application server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2

MAS services and functionality . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-2

Modular Messaging software components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-3

Distributing server components and services . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-7

Message store . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-9

Functions of a message store. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-9

Avaya Message Storage Server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-9

Microsoft Exchange server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10

IBM Lotus Domino server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-10

Directory server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3-11

Chapter 4 Modular Messaging interfaces

Telephone user interfaces. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2

The caller interface . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-2

The subscriber interface. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-6

Multilingual support . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-12

Graphical user interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-14

Client Add-in for Microsoft Outlook. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-16

Subscriber Options . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-21

Desktop deployment of Client Add-in for Microsoft Outlook and Subscriber Options . . . 4-22

Avaya Modular Messaging Web Client. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-23

Standards-based clients with Modular Messaging—MSS . . . . . . . . . . . . . . . . . . . . . . . . . 4-25

IBM Lotus Notes with IBM Lotus DUC. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-26

Unified Communication Center Speech Access . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-27

Administrative and management interfaces . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-28

Message Storage Server administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-28

Messaging application server administration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-29

Reporting capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-30

Voice mail domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4-33

Chapter 5 Modular Messaging features

Key features and capabilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-2

Modular Messaging—MSS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-5

Modular Messaging—Exchange and Modular Messaging—Domino . . . . . . . . . . . . . . . . . 5-8

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Text-to-speech conversion capability . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-9

Multilingual text-to-speech. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-9

SNMP with Modular Messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-11

SNMP system queries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-11

Logs and notifications . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-12

MAS alarms and logs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-12

MSS alarms and logs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-13

SNMP alarm notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-15

Licensing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-17

Audio encoding formats . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-18

GSM 6.10 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-18

G.711 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-18

Binary size and MIME transfer size . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-19

Offline messaging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-21

Offline Call Answer . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-22

Offline access to Call Answer messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-23

When a Microsoft Exchange message store goes offline . . . . . . . . . . . . . . . . . . . . . . . . . . .5-24

When an IBM Lotus Domino message store goes offline . . . . . . . . . . . . . . . . . . . . . . . . . .5-25

Messaging with e-mail clients in offline mode. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-25

N+1 server configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-27

Added redundancy with N+1 server configuration. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-27

Distributing ports in an N+1 server configuration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-28

Communities and sending restrictions. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-29

System lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-31

Modular Messaging—MSS Enhanced-List Application . . . . . . . . . . . . . . . . . . . . . . . . . . .5-31

Modular Messaging—MSS Broadcast . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-32

Modular Messaging—Exchange and Modular Messaging—Domino system lists . . . . . . .5-33

Personal Distribution Lists . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-34

PDL members . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-34

PDL labels and identifiers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-35

Working with PDLs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-36

Addressing messages to PDLs . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-38

Other concepts related to PDL addressing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-41

Message Privacy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-42

Creating private messages. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-42

Accessing private messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-43

Creating private Call Answer messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-44

The Privacy Enforcement Level privacy parameter . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5-45

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Restricting client access to mailboxes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-47

Standard RFC822 Privacy Header. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-48

Summary of the privacy parameters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-49

Subscriber data migrations and system upgrades. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5-51

Chapter 6 Addressing and networking

Addressing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2

Primary mailbox address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-2

Local mailbox numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-4

Numeric Address . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-5

Additional forms of addressing from the TUI. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-6

Additional forms of addressing from the PC user interface . . . . . . . . . . . . . . . . . . . . . . . . 6-10

Multiple mailboxes and alias extensions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-12

Multiple extensions per mailbox . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-12

Multiple mailboxes per extension . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-13

Networking. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6-14

Modular Messaging—MSS and the Message Networking Server . . . . . . . . . . . . . . . . . . . 6-15

Message Networking server among multiple Modular Messaging—MSS systems . . . . . . 6-16

Chapter 7 Modular Messaging and fax servers

Modular Messaging—MSS native fax server . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-2

Providing interoperability with third-party fax servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-5

An overview of third-party fax servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-5

Requirements for fax server interoperability with Avaya Modular Messaging . . . . . . . . . . 7-6

Enabling subscribers for fax . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-7

Routing inbound fax calls to the third-party fax server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-8

Working with fax messages . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-9

Fax messaging from the TUI . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-9

Fax messaging from the PC user interfaces. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7-12

Chapter 8 Telephony concepts

Voice ports . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-2

Switch integration . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-3

Switch integration options. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-3

Integration features . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-5

Telephony protocols . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-8

Signaling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-10

Hunt groups . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8-11

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Types of hunt groups. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8-11

Chapter 9 Support for message and call notification

Message notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-2

Call Me . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-2

Notify Me - Automatic . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-4

Overview of Message Waiting Indicator (MWI) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-6

Call notification . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-9

Caller-requested Notify Me . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-9

Find Me. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-10

Intercom paging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-13

Call screening from the Automated Attendant . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-13

Combining features. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9-14

Section 3 Planning

Chapter 10 Designing voice mail domains

General rules for voice mail domains . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-2

Rules for MSS messaging environments. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-5

Rules for Microsoft Exchange messaging environments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-6

Rules for IBM Lotus Domino messaging environments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10-7

Considering the proximity of the switch to e-mail message stores. . . . . . . . . . . . . . . . . . . .10-8

Chapter 11 System capacities

Voice mail domain capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11-2

Avaya Message Storage Server capacities. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11-4

Messaging application server capacities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11-5

MAS port capacities (Modular Messaging—MSS). . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11-6

MAS port capacities (Exchange and Domino) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11-8

Chapter 12 Port Sizing

Port sizing using Modular Messaging offers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-2

Port usage patterns . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-2

Modular Messaging—MSS offers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-3

Modular Messaging Aria TUI offers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-5

Modular Messaging AUDIX TUI offers. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12-8

Offers for Modular Messaging with Exchange and Domino message stores . . . . . . . . . . .12-10

Identifying which Modular Messaging offer a customer needs . . . . . . . . . . . . . . . . . . . . .12-18

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Estimating the additional e-mail readers required. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-18

Port sizing without using Modular Messaging offers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-21

Concepts a planner must know . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-21

Estimating port requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12-22

Calculating the number of messaging application servers required . . . . . . . . . . . . . . . . . 12-26

Evaluating the additional load on the network and e-mail servers . . . . . . . . . . . . . . . . . . 12-27

Chapter 13 Other planning considerations

Planning for redundancy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-2

Messaging application server redundancy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-2

Message Store Server redundancy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-3

Messaging application server load balancing . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-5

Distribution of server components . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-5

Recommendations for the Tracing Server. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-7

Recommendations for the Offline Call Answer Store. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-9

Hunt algorithm. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-12

Calculating the message storage capacity . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-13

Storage space available on the MAS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-13

Storage space available on the MSS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-14

Calculating the storage space on e-mail servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-14

Storage planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-16

Fax port and storage planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-17

Message retention estimate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-18

Calculating the number of desktop users per voice mail domain . . . . . . . . . . . . . . . . . . . . . . 13-20

IMAP4 client limits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-20

POP3 client limits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-21

Port requirement planning . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13-22

Appendix A Grade of service

Appendix B Customer environment

Site requirements for Avaya servers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-3

Environmental requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-3

Weight and space considerations. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-3

Customer-provided cabinet requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-4

Power requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-4

Modular Messaging and the Microsoft Windows domain infrastructure . . . . . . . . . . . . . . . . . . B-5

Modular Messaging and the Windows domain . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-5

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Subscriber and administrator authentication. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-5

Considerations when implementing Modular Messaging—MSS . . . . . . . . . . . . . . . . . . . . . . . . B-7

Considerations when implementing Modular Messaging with e-mail servers . . . . . . . . . . . . . B-10

Minimum hardware requirements and supported software (MSS version). . . . . . . . . . . . . . . . B-12

MAS specifications with Modular Messaging—MSS . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-12

Client Add-in for Microsoft Outlook requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-13

Subscriber Options requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-14

Modular Messaging Web Client requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-15

Tracing Server requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-17

Tracing Server or Offline Call Answer store requirements . . . . . . . . . . . . . . . . . . . . . . . . B-18

Mailbox Manager Minimum Requirements for Single User Implementation . . . . . . . . . . B-20

Administration Client requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-21

Browser requirements for the MSS administration interface . . . . . . . . . . . . . . . . . . . . . . . B-21

Compatibility with Avaya Integrated Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-22

Minimum hardware requirements and supported software (Exchange and Domino). . . . . . . . B-23

Messaging application server requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-23

Tracing Server requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-26

Tracing Server or Offline Call Answer store requirements . . . . . . . . . . . . . . . . . . . . . . . . B-28

Administration Client requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-29

Caller Applications Editor requirements. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-30

Client Add-in for Microsoft Outlook requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-31

Subscriber Options requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-32

Subscriber Administration Extension requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-34

Peer Exchange Server requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-35

Peer Domino Server requirements . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-36

Other considerations . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . B-37

Appendix C Considerations with Message Networking server

Glossary

Index

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Overview

Preface

This guide provides:

! The concepts underlying Avaya Modular Messaging, including

discussions of voice mail domains, addressing, and telephony.

! A description of the hardware and software components of Avaya

Modular Messaging.

! A glossary of Avaya Modular Messaging terms.

Important: Modular Messaging Release 2 does not support Microsoft

Exchange and IBM Lotus Domino message stores.
All information related to Modular Messaging—Microsoft
Exchange and Modular Messaging—IBM Lotus Domino is
specific to Modular Messaging Release 1.1.

Audience

November 2004

This guide is intended for use by anyone learning more about Avaya
Modular Messaging, including those recommending, purchasing,
designing, or installing Avaya Modular Messaging. In addition, readers
that are interested in implementing and planning for Modular Messaging,
either the Microsoft Exchange version or the IBM Lotus Domino version,
should also be familiar with the concepts and operation of Microsoft
Windows and Microsoft Exchange or IBM Lotus Domino server, as
appropriate.

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Conventions and definitions

This guide uses the following conventions:

Convention Description

Initial capital letters Names of applications, programs, menu

italic type Book titles

items, and dialog boxes

Information applicable only to Avaya
Modular Messaging—Avaya Message
Storage Server (MSS) version.

Information applicable only to Avaya
Modular Messaging—Microsoft Exchange
version.

Information applicable only to Avaya
Modular Messaging—IBM Lotus Domino
version.

This guide uses the following terms and definitions:

Term Definition

Text messages The term ‘text messages’ refers to e-mail

messages or messages with binary
attachments, stored on the message store.
The message store may be a Microsoft
Exchange server, an IBM Lotus Domino
server, or an Avaya Message Storage Server
(MSS).

Corporate e-mail The term ‘corporate e-mail messages’ refers

to e-mail messages stored on the corporate
e-mail system. The corporate e-mail system
may be a Microsoft Exchange server, an
IBM Lotus Domino server, or any other
e-mail system.

Modular Messaging—
MSS

Modular Messaging—
Exchange

Refers to the Modular Messaging—Avaya
Message Storage Server system.

Refers to the Modular Messaging—
Microsoft Exchange system.

Modular Messaging—
Domino

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Refers to the Modular Messaging—IBM
Lotus Domino system.

Aria TUI Unless otherwise noted, Aria TUI refers to

the Aria telephone user interface for Modular
Messaging.

AUDIX TUI Unless otherwise noted, AUDIX TUI refers

to the AUDIX telephone user interface for
Modular Messaging.

Avaya Modular Messaging documentation

The CD-ROM Avaya Modular Messaging Release 2 Documentation,
11-300121 contains all documentation about Avaya Modular Messaging,
including instructions for administration, installation, and maintenance.

For switch integration documentation, see the configuration notes
available from the Avaya Modular Messaging support representative or
from the Avaya Support Center at http://support.avaya.com.
Configuration notes are general guidelines that provide integration
information for several types of switches and fax devices. The
configuration notes include comprehensive step-by-step instructions on
various tasks including configuring the Modular Messaging system for
switch integration and the related switch programming.

Preface

Important: Avaya has taken stringent security measures to address

security concerns of Modular Messaging customers. This
guide does not cover these security features.
For information on security, see ‘System security’ on the
CD-ROM Avaya Modular Messaging Release 2
Documentation, 11-300121. The document informs owners
of the steps that Avaya has taken to secure the Modular
Messaging system. It describes how to use the system
administration tools to minimize unauthorized intrusions and
provides safeguards and measures that customers should take
to ensure that the Modular Messaging servers operate in a
secure manner.

Avaya Modular Messaging support

For Avaya Modular Messaging support and for important, up-to-date
information on Avaya Modular Messaging, visit the Avaya Support
Center at http://support.avaya.com

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Customer’s responsibility for their system’s security

No telecommunication system can be entirely free from the risk of
unauthorized use.

Customers have ultimate control over the configuration and use of the
product and are solely responsible for ensuring the security of their
systems. Customers who administer and use the system can tailor the
system to meet their unique needs and are in the best position to ensure
that the system is secure to the fullest extent possible. Customers are
responsible for keeping themselves informed of the latest information
such as security patches, anti-virus updates and other relevant information
for configuring their systems to prevent unauthorized use. System
managers and administrators are also responsible for reading all the
recommendations, installation instructions, and system administration
documents provided with the product in order to understand the features
that can introduce risk of toll fraud and the steps that need to be taken to
reduce that risk.

Avaya does not warrant that this product is immune from or will prevent
unauthorized use of telecommunication services or facilities accessed
through or connected to it. Avaya will not be responsible for any damages
or charges that result from either unauthorized uses or from incorrect
installations of the security patches that are made available from time to
time. To aid in combating these crimes, Avaya intends to strengthen
relationships with its customers and its support of law enforcement
officials in apprehending and successfully prosecuting those responsible.

Suspected security vulnerabilities with Avaya products should be reported
to Avaya by sending mail to [e-mail]. Reported
vulnerabilities are prioritized and investigated. Any corrective actions
resulting from the vulnerability investigation are posted at
http://support.avaya.com/security. Whether or not immediate support is
required, please report all toll fraud incidents perpetrated on Avaya
services to Avaya Corporate Security. In addition to recording the
incident, Avaya Corporate Security is available for consultation on
product issues, investigation support, law enforcement, and education
programs.

See ‘Modular Messaging and Security’ on CD-ROM Avaya Modular
Messaging Release 2 Documentation, 11-300121.

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Section 1

Introduction

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Avaya Modular Messaging Concepts and

Planning Guide

November 2004

1

Introducing Avaya Modular

Messaging

Avaya Modular Messaging is a unified messaging solution that addresses
the different unified messaging needs of customers through the following
versions:

! Modular Messaging—MSS version. With this version, voice and

fax messages are stored on a separate message store from
corporate e-mail messages. While corporate e-mail messages are
stored on any existing e-mail infrastructure, voice and fax
messages are stored on an Avaya-produced Message Storage
Server (MSS).

! Modular Messaging—Microsoft Exchange version. This version

makes use of a common, unified message store (Microsoft
Exchange) for all types of messages.

Note: Modular Messaging Release 2 does not support this

version.

! Modular Messaging—IBM Lotus Domino version. This version

makes use of a common, unified message store (IBM Lotus
Domino) for all types of messages.

Note: Modular Messaging Release 2 does not support this

version.

Depending on the version, Modular Messaging can be used as any one of
the following:

! A voice and fax messaging system, where all voice and fax

messages are stored on an internal Modular Messaging Message
Storage Server, the MSS. For more information, see Modular

Messaging—MSS on page 2-2.

! A part of a unified messaging solution for access to messages.

Voice, text, and fax messages are stored on the Avaya MSS, and

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corporate e-mail is maintained on a separate corporate e-mail
system. For more information, see Modular Messaging—MSS
page 2-2.

! A voice, fax, text, and e-mail messaging system, where all

messages are stored on a common message store—either
Microsoft Exchange or IBM Lotus Domino. For more
information, see Modular Messaging—Exchange and Modular

Messaging—Domino on page 2-4.

While all Modular Messaging versions have such functionality in
common as Call Answer and telephone access to voice messages, they
differ in their implementation, architecture, and configuration.

on

For more information, see Avaya Modular Messaging versions
2-2.

on page

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Introducing Avaya Modular Messaging

Benefits of Avaya Modular Messaging

Scalability

Avaya Modular Messaging is compatible with several industry
telecommunications systems, offering service from 4 to 690 ports
to 100,000
capabilities, thus supporting international operations of customers.

Depending on the product version, Modular Messaging supports from 4
to 690 ports within a single voice mail domain. For more information on a
voice mail domain, see Voice mail domain

Modular Messaging—MSS supports a maximum of 144 ports per voice
mail domain.

Modular Messaging—Microsoft Exchange and Modular Messaging—
IBM Lotus Domino support a maximum of 690 ports per voice mail
domain.

For more information on the number of subscribers Modular Messaging
supports, see Chapter 11, System capacities.

A voice mail domain can serve a network of switches, provided the
administrator ensures that the network uses a single switch as a gateway
to the voice mail domain.

1

subscribers. Modular Messaging provides multilingual

on page 4-33.

1

and up

Mobility

With Avaya Modular Messaging, subscribers can send and retrieve
messages even when they are away from the office.

Modular Messaging provides subscribers mobile access to their messages
from any touch-tone telephone, using the Modular Messaging telephone
user interfaces (TUIs). With the Microsoft Exchange or IBM Lotus
Domino versions, the TUI provides access to voicemail and corporate
e-mail messages. With the MSS version, the TUIs provide access only to
voice, fax, and text messages stored on the Avaya message store server
(MSS), and not to corporate e-mail messages stored on the corporate
e-mail store. However, MSS subscribers that desire mobile access to
corporate e-mail messages can use the Unified Communication Center
(UCC) Speech Access client or Modular Messaging Web Client. UCC
Speech Access provides speech access and voice control of corporate
e-mail and voicemail messages, regardless of whether they are stored in

1. The Modular Messaging version determines the number of ports and subscriber mailboxes the

system supports. For more information, see Voice mail domain capacities

on page 11-2.

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separate or unified message stores. For more information, see Unified

Communication Center Speech Access on page 4-27. Modular Messaging

Web Client is a visual interface to the Modular Messaging mailbox. Using
that interface, subscribers can create, send, receive, and organize
messages. Subscribers can listen to voice messages, read text and
corporate e-mail messages, view fax messages, and manage file
attachments, all from your PC.

Modular Messaging also provides enhanced notification functionality,
enabling quick response to any type of incoming communication, whether
on site or remote. Subscribers can reply to a message, regardless of its
original form.

Avaya Modular Messaging supports real-time Find Me capability,
telephone notification, message waiting indicator (MWI), and other
advanced notification mechanisms, thus increasing subscriber
availability.

Note: Find Me is not supported for analog integrations.

Familiar telephone user experience

Subscribers can use the Modular Messaging TUIs from any touch-tone
telephone to access, compose, and send messages, and to configure their
mailboxes.

Current Avaya Octel 250/350 subscribers (using the Aria TUI), Avaya
Intuity AUDIX, and DEFINITY AUDIX subscribers will have a
consistent and familiar telephone user experience with the Avaya
Modular Messaging telephone user interfaces.

Avaya Modular Messaging comes with the Aria TUI for Modular
Messaging and the AUDIX TUI for Modular Messaging. Administrators
can assign subscribers their preferred TUI, based on a class-of-service
(COS). The Aria TUI for Modular Messaging and the AUDIX TUI for
Modular Messaging are similar to, but not exactly the same as, the
respective Aria or AUDIX product.

For more information on the TUIs, see Telephone user interfaces
4-2.

Multiple language support

on page

Modular Messaging supports multiple languages and allows multinational
companies to use the system in virtually any of their offices worldwide.

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Language

Language

Introducing Avaya Modular Messaging

Table 1-1 describes the different announcement languages that Modular
Messaging supports. Of the languages that Modular Messaging supports,
one language is defined as the system default language, up to three
languages can be defined for the system Automated Attendant and Call
Answer, and one language can be specified per mailbox for logged in
messaging sessions.

Table 1-1. Modular Messaging multiple language support

Aria Caller interface

Modular Messaging Release 1.1

Common Caller Interface

Modular Messaging Release 2

Modular Messaging Aria TUI

Modular Messaging AUDIX TUI

Text-to-Speech1Subscriber Options

Client Add-in for Microsoft Outlook

(Modular Messaging— MSS)

Client Add-in for Microsoft Outlook

(Modular Messaging—Exchange)

Modular Messaging Web Client

Chinese

! Simplified Y Y Y

! Traditional Y Y Y

! PRC Y Y Y Y Y

! Taiwan Y Y Y Y Y

Dutch

Y Y Y Y Y Y Y Y

English

! Australia Y Y

! United

Y Y Y Y Y

Kingdom

! US Y Y Y Y Y Y

! US-123 Y Y Y Y

! US-ABC Y

! US-TTY

2

Y Y Y Y

Avaya Voice Player

French

! Canada Y Y Y Y

! France Y Y Y Y

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! Standard Y Y Y Y Y Y

German

Italian

Japanese

Y Y Y Y Y Y Y Y Y Y

Y Y Y Y Y Y Y Y Y Y

Y Y Y Y Y Y Y Y

Portuguese

! Brazil Y Y Y Y Y Y Y Y Y Y

Spanish

! International Y Y Y Y Y

! Latin American Y Y Y Y Y

1. In Modular Messaging—Microsoft Exchange version and Modular Messaging—IBM Lotus Domino
version, the TUIs automatically provide text-to-speech (TTS) conversions based on the language of the
e-mail message.

2. Customer systems that use TDD/TTY must use G.711 audio encoding.

Note: Callers calling from TTY devices may not be able to leave

Call Answer messages if their TTY device cannot dial
touchtones after a call is in progress.

Ease of administration

All versions of Modular Messaging, irrespective of whether they have
unified or separate message stores, provide certain administrative
benefits.

Modular
Messaging—MSS

Modular Messaging—MSS is based on industry standards, including
Lightweight Directory Access Protocol (LDAP). Modular Messaging—
MSS interoperates with the following Avaya administrative tools to
facilitate common administration across multiple Avaya products:

! Avaya Site Administration (Release 2.0 or later) and Avaya

MutliSite Administration (Release 2.1 or later): These
applications support Modular Messaging subscriber data. For
more information, see Avaya Integrated Management

on page

4-29.

! ProVision: This application is used to provision users on an

Avaya Communication Manager or a DEFINITY switch and
Modular Messaging.

! The Mailbox Manager application: Modular Messaging—MSS

administrators can use this application for mailbox

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Introducing Avaya Modular Messaging

administration. For more information, see Mailbox Manager on
page 4-28.

The MSS supports subscriber administration and subscriber directory
updates from these products via LDAP. The internal LDAP directory is
the primary storage location for names, e-mail addresses, extensions, and
other subscriber data of subscribers of the Modular Messaging system.

Web-based administration of the MSS facilitates common
organization-wide administration, diagnostics, and reporting.
Administrators can use these Web-based administration pages to perform
general system administration for the MSS and subscriber administration.
Administration tasks include subscriber management and password
administration. These administration pages also provide diagnostic logs.

Modular Messaging
(Exchange and
Domino)

Switch integration

Modular Messaging—Microsoft Exchange and Modular Messaging—
IBM Lotus Domino offer the following administrative benefits:

! Leveraging the existing Microsoft Exchange or IBM Lotus

Domino infrastructure eliminates the need to retain and manage
separate voice and corporate e-mail systems.

! For each subscriber, all voicemail, telephone answering,

corporate e-mail, and fax messages are stored on the same
message store server.

! A single administrator can handle all messaging administration.

! Management tools are combined into one application.

! A single directory for addressing of voice and corporate e-mail

simplifies system management.

! Updates to the directory are automatically replicated to all

systems, so that changes need to be made only once for voice and
e-mail.

Industry standards

November 2004

Modular Messaging supports multiple switch integrations (SWINs) for
switches and private branch exchanges (PBXs) from several major
manufacturers. Customers can choose a switch integration that requires
only minimum changes to the current infrastructure to implement
Modular Messaging.

Modular Messaging supports the following industry standards:

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! Industry-standard platforms, telephony interfaces, and operating

systems:

— Intel processors

— Dialogic Tip/Ring boards, Dialogic T1 and E1 port boards,

and Dialogic Digital Set Emulation (DSE) port boards

— Linux operating system (Avaya MSS) and Microsoft

Windows operating system (Messaging application server)

! IP and Internet standards: IP for server-to-server transport, IP

Networking, IMAP4 and POP3 client access to messages,
SMTP/MIME for sending and receiving messages, and LDAP for
attribute storage (for example, user and system data) and
directory queries (for example, name, address)

! Switch integrations: H.323-based IP integration, Q.Signaling

(QSIG), Enhanced Inband Analog, RS232 for serial switch
integrations (SMSI/SMDI), and Digital Set Emulation (DSE)

! Audio encoding formats: Global System for Mobile

Communications (GSM) and G.711 (A-law and µ-law). The
amount of space required to store GSM-encoded messages is
considerably smaller than the amount of space required to store
G.711-encoded messages. For example, a voice message that is
one minute long would require approximately 95.2 KB when
encoded using the GSM format and approximately 468.8 KB
when encoded using the G.711 format.

! Modular Messaging complies with standards established by the

government and standards bodies, for mandatory compliance
areas, such as Product Safety, Electro Magnetic Compliance
(EMC), and Telecommunications.

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Section 2

Concepts

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Avaya Modular Messaging Concepts and

Planning Guide

November 2004

2

Modular Messaging versions

This chapter introduces the Modular Messaging versions and provides a
comparison of some key characteristics of these versions.

This chapter includes the following topics:

! Avaya Modular Messaging versions on page 2-2

! Comparing characteristics of Modular Messaging versions on

page 2-6

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Avaya Modular Messaging versions

To suit the particular architectural needs and e-mail infrastructure of
customers, Avaya Modular Messaging is available in the following
versions:

! Avaya Modular Messaging—Avaya Message Storage Server

(Modular Messaging—MSS)

This configuration, also known as Avaya S3400-family of
servers, contains one or more Avaya MAS units and a single
Avaya MSS (MSS—S, standard availability or MSS—H,
high-availability). A private Ethernet LAN provided with the
product connects the MAS and MSS.

! Avaya Modular Messaging—Microsoft Exchange version

(Modular Messaging—Exchange)

This configuration contains one or more MAS units connected to
one or more Microsoft Exchange servers. The MAS units may be
provided by Avaya, or may be provided by the customer. Avaya
provides the Modular Messaging software that must be installed
on the customer-provided MAS. The Microsoft Exchange servers
are customer-provided.

For information on the hardware and software requirements of a
customer-provided MAS, see Messaging application server

software requirements in Appendix B, Customer environment.

! Avaya Modular Messaging—IBM Lotus Domino version

(Modular Messaging—Domino)

This configuration contains one or more MAS units connected to
one or more IBM Lotus Domino servers. The MAS units may be
provided by Avaya, or may be provided by the customer. Avaya
provides the Modular Messaging software that must be installed
on the customer-provided MAS. The IBM Lotus Domino servers
are customer-provided.

For information on the hardware and software requirements of a
customer-provided MAS, see Messaging application server

software requirements in Appendix B, Customer environment.

Modular Messaging—MSS

A Modular Messaging—MSS system can be configured for use as a
voicemail system providing only voice and fax messaging, or as part of a
unified messaging solution for access to messages. In the latter scenario,
voice, text, and fax messages are stored on the MSS, and corporate e-mail

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Modular Messaging versions

is stored on the corporate e-mail system. Subscribers can use the Modular
Messaging telephone user interfaces (TUIs) to access messages stored on
the MSS, and use Unified Communication Center (UCC) Speech Access
for telephone access to voice messages and e-mails stored on Microsoft
Exchange or IBM Lotus Domino. From the desktop, an IMAP4
compatible e-mail client provides access to messages stored on both the
MSS and the corporate e-mail system.

As a standalone messaging solution, Modular Messaging—MSS is an
ideal solution for organizations that have traditional voicemail usage and
that intend to maintain separate e-mail and voicemail systems.

This configuration is likely to be attractive to customers that desire
independent voicemail and corporate e-mail systems for reasons of
overall messaging reliability. Modular Messaging mailboxes on the
Avaya MSS store voice messages, fax messages, text messages, and
binary attachments that subscribers receive. These Modular Messaging
mailboxes are independent of the mailboxes on the corporate e-mail
system that receive and store corporate e-mail messages. Because the
voicemail and e-mail systems are independent of each other in this
configuration, if one of the systems is down, the other is still likely to be
available.

Subscribers can use different devices, such as a touch-tone telephone or a
desktop PC, to access messages stored in their Modular Messaging
mailboxes.

The following access media provide subscribers unified access to
messages:

! A touchtone telephone for access to voice and fax messages.

! Unified Communication Center Speech Access (UCC Speech

Access) for telephonic access to voice and fax messages and to
corporate e-mail messages.

! Avaya Client Add-in for Microsoft Outlook for Outlook access to

all messages. Voice, fax, and text messages in the Modular
Messaging inbox can be accessed with the same client used to
access corporate e-mail messages.

! Modular Messaging Web Client for access to voice, fax, and

corporate e-mail messages from a Web browser.

! A standards-based e-mail client for desktop access to voice, text,

and fax messages. Modular Messaging—MSS supports IMAP4
and POP3 e-mail standards and text messages, allowing
subscribers to access their Modular Messaging mailbox by means
of standards-based e-mail clients. These messages are stored in an
inbox separate from the corporate inbox that receives e-mail
messages from the corporate e-mail system.

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Note: Access to a subscriber mailbox from standard-based

clients can be restricted by means of administrative
settings. For more information, see The Privacy

Enforcement Level privacy parameter on page 5-45.

A fax-capable solution, Modular Messaging—MSS makes use of native
fax resources to enable subscribers to send fax messages and to enable
callers to leave fax messages. Callers can also leave a message that
contains a voice introduction, followed by a fax, resulting in a single
message with both voice and fax components.

Note: H.323-based IP integration currently does not support fax

messaging.

Modular Messaging—Exchange and Modular Messaging—Domino

A Modular Messaging—Microsoft Exchange or Modular Messaging—
IBM Lotus Domino system is a voice messaging front-end that integrates
with an existing Microsoft Exchange or IBM Lotus Domino e-mail
system, providing a unified message store for all messages.

The existing e-mail system serves as the message store for corporate
e-mail messages, voice messages, and fax messages.

In Modular Messaging with e-mail servers, voicemail is merged into, and
hence relies on, the Microsoft Exchange or IBM Lotus Domino e-mail
infrastructure. Modular Messaging is designed in a ‘store-and-forward’
fashion, so it continues to operate during network or e-mail outages.
During such outages, full functionality is not available, but the system
continues to provide basic Call Answer and limited access to recent Call
Answer messages.

Modular Messaging—Microsoft Exchange and Modular Messaging—
IBM Lotus Domino provides subscribers access to voice, fax, and e-mail
messages from a single graphical user interface (GUI) - their existing
e-mail client.

For unified access to messages, subscribers can use the following access
media:

! A touchtone telephone for access to all messages.

! Unified Communication Center Speech Access (UCC Speech

Access) for telephonic access to all messages.

! Microsoft Outlook e-mail client for desktop access to all

messages, using the Client Add-in for Microsoft Outlook (Not
applicable to Modular Messaging—IBM Lotus Domino).

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Modular Messaging versions

! IBM Lotus Notes with IBM Lotus DUC

1

. Subscribers can
integrate IBM Lotus Domino Unified Communications (DUC)
software with their IBM Lotus Notes client for access to all
messages (Not applicable to Modular Messaging—Microsoft
Exchange).

Note: DUC software is provided by IBM. Avaya does not

provide DUC software.

! Web access to messages using Outlook Web Access (for

Microsoft Exchange message stores only) and iNotes (IBM Lotus
Domino message stores only).

! Any desktop client supported by Microsoft Exchange or IBM

Lotus Domino.

Modular Messaging—Microsoft Exchange and Modular Messaging—
IBM Lotus Domino interoperate with a customer-provided, third-party
fax server to provide fax capabilities.

1. IBM Lotus DUC cannot be integrated with the Microsoft Outlook e-mail client.

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Comparing characteristics of Modular Messaging versions

Table 2-1 compares the characteristics of Modular Messaging—MSS,
Modular Messaging—Microsoft Exchange, and Modular Messaging—
IBM Lotus Domino versions.

Table 2-1. Comparing Modular Messaging versions

Characteristic

Modular Messaging—
MSS

Message store Avaya Message Storage

Server (MSS)

Storage of
messages

Voice, text, fax
messages, and messages
with binary attachments
are stored on the MSS.

Corporate e-mail
messages, if any, are
typically stored on a
separate e-mail server.

Retrieving
messages

Subscribers typically
use a telephone to
retrieve messages
(Modular Messaging
TUIs). Retrieval of
messages from a
desktop PC is also
available.

Subscribers cannot use
the TUIs to retrieve
corporate e-mail
messages stored on a
separate e-mail server.

Modular Messaging—
Exchange

Modular Messaging—
Domino

Microsoft Exchange IBM Lotus Domino

All messages are stored
on the Microsoft
Exchange e-mail server

Subscribers use a
telephone or desktop PC
to retrieve voice, fax,
and corporate e-mail
messages.

All messages are stored
on the IBM Lotus
Domino e-mail server.

Subscribers use a
telephone or desktop PC
to retrieve voice, fax,
and corporate e-mail
messages.

Available TUIs Aria TUI with Modular

Messaging Release 1.1

Aria TUI with Modular
Messaging Release 1.1

Aria TUI with Modular
Messaging Release 1.1

Aria TUI and AUDIX
TUI with Modular
Messaging Release 2.

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Table 2-1. Comparing Modular Messaging versions

Modular Messaging versions

Characteristic

Desktop
graphical user
interfaces (GUIs)
for accessing the
inbox

Text-to-speech
(TTS) conversion

Modular Messaging—
MSS

The Modular Messaging
inbox containing voice,
fax, and text messages is
separate from the
corporate e-mail inbox.
When using Microsoft
Outlook (Client Add-in
for Microsoft Outlook),
or standards-based
e-mail clients,
subscribers have the
benefit of accessing 2
separate inboxes in the
same e-mail client.

TTS required for
playing subscriber
names (when not
recorded), fax header
information, and any
text messages in the
Modular Messaging
mailbox.

Modular Messaging—
Exchange

Voice and fax messages
in the subscriber’s
e-mail mailbox are
accessible using any
Microsoft Exchange
(Microsoft Outlook or
Outlook Web Access)
client.

TTS required for
playing subscriber
names (when not
recorded), fax header
information, and
corporate e-mail
messages.

Modular Messaging—
Domino

Voice and fax messages
in the subscriber’s
e-mail mailbox are
accessible using any
IBM Lotus Domino
(IBM Lotus Notes or
iNotes) client.

TTS required for
playing subscriber
names (when not
recorded), fax header
information, and
corporate e-mail
messages.

Web messaging Modular Messaging

Web Client provides
Web-browser access to
voice, text, fax, and
corporate e-mail
messages.

Compatibility
with UCC
Speech Access

UCC Speech Access provides:

! Speech access to voicemail and corporate e-mail messages

! Launching of telephone calls

! Conferencing

Outlook Web Access
(OWA) provides a
single interface for
access to voicemail and
corporate e-mail
messages, stored in a
common inbox on the
Microsoft Exchange
message store.

iNotes, also known as
IBM Lotus Domino
Web Access, provides a
single interface for
access to voicemail and
corporate e-mail
messages, stored on the
IBM Lotus Domino
message store.

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3

Modular Messaging server

components

This chapter provides a description of the server components of Avaya
Modular Messaging.

This chapter includes the following topics:

! Messaging application server on page 3-2

! Message store on page 3-9

! Directory server on page 3-11

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Messaging application server

The voice server, also known as the messaging application server (MAS)
in Modular Messaging, provides an interface between the message store
(and directory) and the telephone system.

A Modular Messaging—MSS system consists of at least one MAS and an
Avaya-produced Message Storage Server (MSS). Modular Messaging—
MSS supports a maximum of five MAS units in a voice mail domain. The
MAS software resides on the Avaya-provided S3400 server platform
running Microsoft Windows 2000 Server.

Note: For more information on a voice mail domain, see Voice mail

domain on page 4-33.

A Modular Messaging—Microsoft Exchange or Modular Messaging—
IBM Lotus Domino system consists of at least one MAS connected to at
least one back-end message store server (Microsoft Exchange server or
IBM Lotus Domino server). With Microsoft Exchange or IBM Lotus
Domino, Modular Messaging supports a maximum of ten MAS units in a
voice mail domain.

The MAS software resides either on the Avaya-provided S3400 server
platform running Microsoft Windows 2000 Server, or on a
customer-provided Microsoft Windows 2000 Server system that meets
the minimum requirements Avaya specifies. For more information, see

Messaging application server software requirements
Customer environment.

MAS services and functionality

A messaging application server (MAS) provides the following services
and features:

! Inbound services

An MAS provides support to inbound services, such as, Call
Answer, subscriber access, offline access to Call Answer
messages, dual-connect for GUI access
caller applications, and inbound fax

in Appendix B,

1

, Automated Attendant,

1. Single-connect mode is where a subscriber plays or records messages by means of a multimedia PC.
Dual-connect mode is where a subscriber uses the PC for command and control, and uses the telephone
for listening to and recording a message.

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! Outbound services

An MAS provides support to outbound services, such as, Find
Me, Call Me, Message Waiting Indicator (MWI), Automated
Attendant transfers, and outbound fax (MSS only)

! Software components

An MAS hosts server software components, such as MWI Server,
Call Me Server, Mailbox Monitor Server, Fax Server (MSS only),
and Tracing Server. For more information, see Modular

Messaging software components on page 3-3.

! Key functions and applications

An MAS provides switch integrations, the telephone user
interface, voice encoding and decoding, alarming and event
tracking, statistics and performance counters, operation history,
fax capability, and text-to-speech (TTS) capability.

Client applications, such as system administration tools and
diagnostic and reporting tools are not uniquely associated with
the MAS, but are required on each MAS.

Note: In a client-server architecture, a software server provides

services to its related clients. A hardware server is the
computer that runs one or many software applications and
servers. An Avaya S3400 is a hardware server that is capable
of running multiple software servers. For example, in a single
MAS voice mail domain, all software-based servers will be
run on a single S3400 hardware server.

Modular Messaging software components

The Avaya Modular Messaging software provides all the server software
components that must be installed on a customer-provided MAS or an
Avaya MAS.

In a voice mail domain that contains more than one MAS, the server
components and services may be distributed across the MAS units.

See Table 3-1 on page 3-7 for information on distributing the MAS
components in a multi-MAS voice mail domain.

The Modular Messaging software components are:

Administration and
diagnostic tools

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Modular Messaging administration and diagnostic tools include the Voice
Mail System Configuration tool, Visual Voice Editor, Operation History
Viewer, Port Monitor, and Reporting Tool. For information on these

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administration and diagnostic tools, see Avaya Modular Messaging
Release 2 Messaging Application Server Administration Guide for Avaya
Modular Messaging with the Avaya MAS and MSS, 11-300243.

Caller Applications
Editor

The Caller Applications Editor, a software application that consists of
Microsoft Management Console (MMC) snap-ins and extensions, is used
to create Caller Applications. For more information on Caller
Applications, see Caller Applications

on page 4-5.

The Caller Application Editor can be installed on any machine, not
necessarily an MAS. Caller Applications are saved as UMA files, which
are often, though not necessarily originated and initially stored on the
machine that hosts the Editor.

When administrators need to make the application available to callers,
they use the Caller Application Editor to transfer a copy of the UMA file
to the MAS units in the voice mail domain. This process is called
deployment.

The Editor can be used to create one or more associations to specify the
conditions under which a deployed Caller Application will be launched
for callers.

Although anyone with access to a copy of the Caller Application Editor
can create a Caller Application and save that Caller Application to a file,
only Modular Messaging system administrators can deploy applications
and modify the associations.

Tracing Server The Tracing Server records operational information about activity related

to the MAS service of Avaya Modular Messaging. Events, for example
port activity, are passed from the MAS units in the voice mail domain and
are stored in an operation history database. An administrator can use the
Modular Messaging Reporting Tool application to generate reports that
summarize voicemail activity. For information on using the Reporting
Tool to generate reports, see Avaya Modular Messaging Release 2

Messaging Application Server Administration Guide for Avaya Modular
Messaging with the Avaya MAS and MSS, 11-300243.

The Tracing Server maintains connections with all MAS units in a voice
mail domain and performs the following tasks:

! Collects all events generated by each MAS in a voice mail

domain that are of interest to an administrator for diagnostic
purposes

! Writes the events to the operation history database

! Periodically extracts summary information for the entire voice

mail domain from the operation history database and writes it to
the transaction database (optional)

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Modular Messaging server components

! Periodically cleans up expired events from the operation history

database and from the transaction database (optional)

Mailbox Monitor
Server

The Mailbox Monitor Server monitors mailboxes of Avaya Modular
Messaging subscribers to determine when a new message meets Message
Waiting Indicator (MWI) and Call Me rules.

The MWI Server and Call Me Server communicate frequently with the
Mailbox Monitor Server, so the supported Modular Messaging
configuration requires that they must all be co-resident on the same
machine.

During installation of the Modular Messaging system, when installing the
MWI Server or the Call Me Server, the Mailbox Monitor Server is
automatically installed.

Call Me Server With the Call Me feature, Modular Messaging makes calls to subscribers

when messages meeting specified criteria arrive in their mailbox. A Call
Me Server uses the Mailbox Monitor Server service for checking when
new messages arrive. It performs the following tasks:

! Maintains a list of subscribers with active Call Me rules

! Stores information about each subscriber mailbox that has Call

Me enabled

! Uses the Mailbox Monitor Server to periodically monitor

subscriber mailboxes to determine whether a new message meets
Call Me rules

Message Waiting
Indicator Server

! Requests that an MAS in the voice mail domain call the

subscriber using subscriber-configured telephone lists when Call
Me is required

For more information on Call Me, see Call Me

on page 9-2.

The Message Waiting Indicator (MWI) Server alerts subscribers when
messages meeting specified criteria arrive in their mailbox. Subscribers
are alerted, either by a lamp indicator on their telephone or an audible
tone (stutter dialtone) when they pick up the receiver. An MWI Server
uses the Mailbox Monitor Server for checking when new messages arrive
and determines when the indicator on a subscriber telephone should be set
or reset.

An MWI Server performs the following tasks:

! Maintains a list of subscribers with active MWI and stores

information about each subscriber mailbox that has MWI enabled

! Uses the Mailbox Monitor Server to monitor subscriber

mailboxes to determine when a new message meets MWI rules

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! Requests any MAS in the voice mail domain that has been

configured as an MWI service provider, to set or reset MWI

For more information on MWI, see Overview of Message Waiting

Indicator (MWI) on page 9-6.

Fax Sender Server Modular Messaging—Avaya MSS makes use of the Fax Sender Server to

support fax messaging. The Fax Sender Server is only applicable to
Modular Messaging—Avaya MSS systems.

Subscribers of Modular Messaging—Avaya MSS can receive, review,
send, and print fax messages. When sending faxes, the feature attaches a
cover page to the fax message.

From the telephone user interface (TUI), subscribers can send a fax or
text message they have received, to a fax machine. Using a desktop client,
subscribers can also send text messages, or TIFF files created using
Windows features to fax machines by sending a message to the Fax
Sender Server using a special ‘fax’ address.

On receiving the message, the Fax Sender Server converts the text
message to TIFF format, places an outgoing call to the fax machine, sends
the fax, and sends a message to the subscriber indicating whether the fax
was successfully transmitted.

Offline Call Answer
Store

For more information, see Modular Messaging—MSS native fax server
on page 7-2.

Note: H.323-based IP integration currently does not support fax

capabilities.

An MAS caches all Call Answer messages that it receives, in a local
message store.

In a multi-MAS voice mail domain, each MAS migrates copies of
messages in its local message store to a remote Offline Call Answer Store.
The Offline Call Answer Store contains copies of messages from all MAS
units in a voice mail domain.

For increased availability, Modular Messaging continues to offer Call
Answer services to callers, even in the event that a message store is
currently unreachable, for any reason. Further, Modular Messaging makes
these offline Call Answer messages available to subscribers, from the
TUI.

The Offline Call Answer Store can reside on an MAS that has the
required storage capacity or on a separate machine. For more information,
see Recommendations for the Offline Call Answer Store

on page 13-9.

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Modular Messaging server components

Distributing server components and services

Table 3-1 describes the distribution of MAS server components and
services in a multi-MAS voice mail domain.

Table 3-1. MAS server components and services

Server component Notes

Components that are required on every MAS

Administration tools and

—

diagnostic tools

Language packs The same set of languages are to be

installed on each MAS.

Server components that are required on every MAS that will handle
calls

These software components are not required on an MAS that does not
handle calls, such as a machine that has only the Tracing Server
installed on it.

Messaging Application
Server software

This software includes the Alarming
Server.

Prompt files One set is required for each MAS that is

running the Messaging Application Server
software.

Components that are installed on any MAS

Tracing Server Must be installed only once per voice mail

domain.

Avaya recommends that the Tracing
Server be installed on a different MAS
than the one that is hosting the Call Me
and/or MWI software. It is advisable to put
the Tracing Server service on the MAS
with the smallest number of ports.

November 2004

For large configurations, it is advisable to
install the Tracing Server on a separate
machine other than an MAS. For more
information, see Recommendations for the

Tracing Server on page 13-7.

Mailbox Monitor Server By default, this is installed first if the Call

Me or MWI Server is selected.

Call Me Server Must be installed only once per voice mail

domain. Includes the Mailbox Monitor
Server.

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Table 3-1. MAS server components and services

Server component Notes

Message Waiting
Indicator Server

Must be installed only once per voice mail
domain. Includes the Mailbox Monitor
Server.

Avaya recommends that the Call Me
Server and MWI Server software be
installed on the same MAS. These services
must be co-resident with the Mailbox
Monitor Service, and should be installed
on the MAS with the smallest number of
ports if possible, or on the MAS with the
second smallest number of ports if the
Tracing Server is installed.

Fax Sender Server Applicable only to Modular Messaging—

Avaya MSS version.

Caller Applications
Editor

—

Caller Applications Editor can be installed
on any machine, not necessarily on an
MAS.

The Mailbox Manager application: For Modular Messaging—MSS
systems, if the corporate network has a dynamic host configuration
protocol (DHCP) environment, the Mailbox Manager application must be
installed on an MAS.

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Message store

A Modular Messaging—Avaya Message Storage Server (MSS) system is
a turn-key solution that makes use of an internal message store.

A Modular Messaging—Microsoft Exchange system integrates with an
existing Microsoft Exchange e-mail system, which acts as the message
store.

A Modular Messaging—IBM Lotus Domino system integrates with an
existing IBM Lotus Domino e-mail system, which acts as the message
store.

Functions of a message store

A message store provides or supports the following functions:

! Modular Messaging mailboxes for subscribers of Modular

Messaging—MSS. These mailboxes store messages, including
multimedia components such as voice, fax, text, and binary
attachments. These mailboxes also store recorded greetings and
certain other items of subscriber data.

Modular Messaging server components

! Delivery of messages to local mailboxes.

! Message networking for delivery of messages to remote

destinations.

! Directory services, including mailbox account information.

! Support for desktop messaging clients.

! Directory synchronization with remote systems.

! Backup or restore of subscriber mailboxes.

! Distribution lists.

! Broadcast messages (available only with Avaya Modular

Messaging—Avaya MSS).

! Subscriber administration and system administration.

Avaya Message Storage Server

The Avaya Message Storage Server (MSS) software resides on the Avaya
S3400 platform with a Linux operating system. The MSS is used for
storing and administering subscriber mailboxes. The Avaya MSS stores
all voice, fax, and text messages that a subscriber receives. The Avaya

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MSS does not have access to messages that were sent to the subscriber’s
mailbox on a separate corporate e-mail server. To manage attributes for
Avaya Modular Messaging subscribers and Modular Messaging system
data, the MSS uses an LDAP directory service.

The Avaya MSS is available in two configurations:

! Avaya MSS—S, the standard-availability configuration

! Avaya MSS—H, the high-availability configuration

For information on the capacities of the Avaya MSS—S and MSS—H,
see Avaya Message Storage Server capacities

For increased security, performance, control, and application
management, the Avaya MSS is connected to the messaging application
server (MAS) by means of a private Ethernet LAN.

An Avaya Message Storage Server (MSS) is designed such that it has no
administratively activated offline mode.

on page 11-4.

Microsoft Exchange server

Avaya Modular Messaging supports the Microsoft Exchange Server 2003,
Microsoft Exchange 2000 server, and Microsoft Exchange 5.5 server. For
each Modular Messaging subscriber, the Microsoft Exchange server
provides a single message store that holds all messages—voice, text,
corporate e-mail, and fax—that the subscriber receives. To manage
attributes for Avaya Modular Messaging subscribers and MAS units,
Microsoft Exchange server, except for Microsoft Exchange 5.5 server,
uses Active Directory.

Note: New installations of Modular Messaging do not support

Microsoft Exchange 5.5 server.

IBM Lotus Domino server

For each Modular Messaging subscriber, the IBM Lotus Domino server
provides a single message store that holds all messages—voice, text,
corporate e-mail, and fax—that the subscriber receives. To manage
attributes for Avaya Modular Messaging subscribers and MAS units,
Domino uses the Domino Directory.

Avaya Modular Messaging—IBM Lotus Domino version supports the
IBM Lotus Domino Server 6.5, IBM Lotus Domino Server 6.0, and IBM
Lotus Domino Server 5.0.10.

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Note: Modular Messaging—IBM Lotus Domino requires IBM

Directory server

A directory server is the server that contains information about
subscribers.

In Avaya Modular Messaging—Microsoft Exchange version (Exchange
2000 and Exchange 2003 environments), the directory server must be an
Active Directory Domain controller configured as a global catalog. This
server may be the same as the Exchange server, or it can be a separate
machine. In Avaya Modular Messaging—Microsoft Exchange version
(Exchange 5.5 environment), the directory server can be any Exchange

5.5 server.

Modular Messaging server components

Lotus Domino Unified Communications (DUC) 1.2.2.

Note: New installations of Modular Messaging do not support

Microsoft Exchange 5.5 server.

In Avaya Modular Messaging—IBM Lotus Domino version, the
Directory runs on each IBM Lotus Domino server. This Directory
manages addressing for IBM Lotus Domino and Modular Messaging
subscribers.

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4

Modular Messaging interfaces

This chapter provides a description of the Modular Messaging interfaces
that are available to subscribers and callers.

It also provides an introduction to voice mail domains.

This chapter includes the following topics:

! Telephone user interfaces on page 4-2

! Graphical user interfaces on page 4-14

! Unified Communication Center Speech Access on page 4-27

! Administrative and management interfaces on page 4-28

! Voice mail domain on page 4-33

Note: For information on Simple Network Management Protocol

(SNMP), see SNMP with Modular Messaging on page 5-11.

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Telephone user interfaces

A telephone user interface (TUI) provides subscribers and callers access
to Avaya Modular Messaging, from a touch-tone telephone.

The Modular Messaging TUI presents two interfaces:

! The caller interface

! The subscriber interface

The caller interface

This interface interacts with unauthenticated callers that can, on
successful authentication, reach the subscriber interface. The caller
interface includes the Automated Attendant, if enabled. With Modular
Messaging, Release 2, the caller interface is also known as the Avaya
Common Caller Interface (CCI). The caller interface can also be extended
with Caller Applications.

Automated
Attendant

The Modular Messaging Automated Attendant greets callers and guides
them through the process of calling subscribers. Administrators can
configure the Automated Attendant to enable callers to dial subscribers by
spelling the name using touchtone keys.

If the called subscriber is not reachable, callers are presented with the
caller interface. Callers can leave voice messages or fax-only messages
for subscribers. Callers calling in to a Modular Messaging—MSS system
can also leave voice-and-fax messages for subscribers. For more
information, see Avaya Common Caller Interface

However, if the telephone system is configured to support supervised
transfers, callers return to the Automated Attendant that guides callers
through the process of leaving messages for subscribers. Callers can also
page the subscriber or notify the subscriber, provided the system is
suitably configured.

Callers can also transfer the call to a designated operator, or to a
designated personal operator, provided an active schedule exists for the
personal operator. An operator can be designated for the entire voice mail
domain, and a personal operator can be designated on a per-subscriber
basis.

If the telephone system supports Direct Inward Dialing (DID), callers can
dial the extension number of subscribers, without having to go through
the Automated Attendant. If such callers are not able to reach the called
subscribers, they use the CCI to leave messages for subscribers.

on page 4-3.

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Note: Avaya recommends that administrators set up the system to

use the Automated Attendant if the telephone system does
not support DID. If the Automated Attendant is disabled,
some Call Answering functionality, such as transfers to
subscriber telephones will not be available. The Automated
Attendant is enabled by default.

The caller interface can be extended by means of Caller Applications. For
more information, see Caller Applications

Scheduling capabilities of the Automated Attendant

on page 4-5.

Modular Messaging administrators can configure the TUI caller interface,
excluding Caller Applications, to exhibit scheduled behavior with respect
to the prompts that callers hear on connecting to the system.

The Voice Mail System Configuration (VMSC) tool on the MAS can be
used for the first level of configuration, which relates to recurrent daily
behavior. For each day of the week, the hours in which the office is open
can be specified and the prompts to be played during those specific hours
can be configured. These prompts greet callers during designated business
hours.

Avaya Common
Caller Interface

Administrators can also set Holiday schedules for the Automated
Attendant, which override any recurrent weekly behavior that may have
been defined. The Automated Attendant Holiday prompts can be
configured to play on specific dates, for example, when the office is
closed for a public holiday.

The system supports up to 18 holiday prompts for a voice mail domain.

Callers that reach the mailbox of an Avaya Modular Messaging
subscriber, either because the extension is busy or because there is no
response, are presented with the Avaya Common Caller Interface (CCI).

The CCI provides all callers with the same set of options, regardless of
the TUI assigned to the called subscriber.

Note: The CCI is presented if the system setup does not support

supervised transfer.

Selecting a language when leaving a Call Answer message

Messages that the caller leaves for a subscriber are known as Call Answer
messages.

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If the system Automated Attendant has been configured to support only
one language, all system prompts and announcements played to Call
Answer callers are played using the default system language.

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If the system Automated Attendant has been configured to support
multiple languages, Call Answer callers can select a language for all
subsequent system prompts and announcements. Callers are given the
opportunity to select a language before the system plays the subscriber’s
personal greeting or the system greeting.

For more information on selecting a language, see Avaya Modular
Messaging Release 2 Telephone User Interface Guide, 11-300240.

Options available when using the CCI

When a caller reaches the mailbox of a subscriber and is presented the
CCI, the CCI plays the options the caller can use to leave a message for
the called subscriber.

Note: If a Caller Application is associated with a called extension

and the call is then redirected to the TUI, the Caller
Application is executed instead of the default CCI call
handling.

When presented with the CCI, callers can:

! Listen to the active greeting

! Listen to the instructions for recording messages

! Record and send a voice message or send a fax message. Modular

Messaging—MSS subscribers can also send a fax message with
voice annotations.

! Set delivery options and send the message. Delivery options

include marking a message urgent, marking a message private,
and including a fax message.

Note: An MAS-administrative setting determines if callers

can leave private Call Answer messages. For more
information, see Creating private Call Answer

messages on page 5-44.

! Exit from the CCI

! Transfer the call to the system operator

! Log in to a mailbox

! Transfer to another mailbox

For more information on using the CCI, see Avaya Modular Messaging
Release 2 Telephone User Interface Guide, 11-300240.

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Caller Applications Caller Applications are a collection of menus and prompts that enable

administrators to extend those parts of the Modular Messaging telephone
user interface (TUI) that are accessible to callers.

Using Caller Applications, administrators can extend the system
Automated Attendant and the Common Caller Interface (CCI), depending
on the requirements of the organization.

Some basic functions that a Caller Application can provide are
transferring callers to a specified mailbox, allowing callers to record
messages, sending messages to either a mailbox number or an e-mail
address that is configured as part of the Caller Application, and providing
directory assistance for callers to use the dial-by-name functionality of the
TUI.

Caller applications can perform additional functions, such as:

! Automating call handling and routing incoming calls directly to

departments within the organization

! Creating daily ‘bulletin board’ announcements for callers and

subscribers

! Allowing for greater flexibility and more options with respect to

system and personal greetings

Note: Caller Applications are created using the Caller Applications

Editor. For more information, see Caller Applications Editor
on page 3-4.

Difference between a Caller App and an Aria Mailbox Type

The Octel 250/350 series of voicemail systems allows extensive
customization of the telephone user interface through the use of Enhanced
Call Processing (ECP) mailboxes and other types of mailboxes.

A Caller Application is not a mailbox. Specifically, it does not require that
a mailbox be created on the message store, or be dedicated to its use. A
Caller Application contains one or more nodes, each of which can interact
with the caller, and pass control to another node. The actions which a
particular node performs will correspond, in many cases, to actions
performed by a certain Aria mailbox type.

Not all Aria mailbox types are emulated by Caller Applications. A Caller
Application is best thought of as a single-digit menu or as nested
automated attendants, comprising a collection of actions of the various
types supported, that is:

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! Menu (simple, or with extension, mailbox or caller app)

! Transfer (operator, extension or mailbox)

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! Goto

! Conditional goto

! Send message (to mailbox or e-mail address)

! Termination (disconnection, default automated attendant or to

mailbox logon)

These actions can be combined as required to produce useful applications.
There is enough flexibility to duplicate, or at least approximate, the
functionality of certain Aria mailbox types.

Scheduling capabilities of Caller Applications

Caller Applications provide scheduling capabilities that determine the
behavior of Caller Applications, depending on the time of day. The Caller
Application routes callers as per the definitions of the schedule created for
a conditional branch within the application.

For example, a schedule can be created such that:

! When the schedule is active, callers are transferred to live help

! When the schedule is inactive, callers are transferred to a

Caller Applications also enable administrators to specify the hours during
which the schedule is active, in a week.

Caller Application schedules are weekly and recurring and do not permit
any exceptions to this recurrence.

For more information, see Avaya Modular Messaging Caller
Applications, EF-MES2141-01, available in the Messaging White Papers
Resource Library on the Avaya website (www.avaya.com).

The subscriber interface

The subscriber interface interacts with authenticated subscribers,
providing them access to mailboxes, from a touch-tone telephone. When
subscribers are away from the office, they can dial into their mailboxes
from the TUI to check their messages. This interface cannot be extended.

Earlier versions of Modular Messaging provided only an Octel
Aria-based telephone user interface (TUI). Modular Messaging—MSS
Release 2 offers subscribers an additional TUI option that is similar to the
TUI of Intuity AUDIX and Definity AUDIX voice messaging systems.

mailbox, where they can record a message

Administrators can assign subscribers the TUI of their choice, on a
class-of-service (COS) basis.

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Modular Messaging interfaces

The Modular Messaging TUIs make it easier for organizations to migrate
from:

! An Intuity AUDIX voice messaging system or a DEFINITY

AUDIX system to a Modular Messaging—Avaya MSS (Release

2) system

! An Aria (Octel 250/350) system to a Modular Messaging—

Avaya MSS (Release 2) system

The Aria TUI for Modular Messaging and the AUDIX TUI for Modular
Messaging are similar to but not exactly the same as the Aria and Intuity
AUDIX messaging systems.

Modular Messaging provides some interfaces that are common to all its
subscribers, regardless of their assigned TUIs. Modular Messaging also
provides callers, trying to leave a message, with a common caller
interface and set of prompts, regardless of the TUI option that the target
mailbox has configured against it.

Common subscriber
login interface

Common Call Me
interface

All Modular Messaging subscribers use the same interface up to the point
of logging in to their mailboxes.

When subscribers dial the access number, they are greeted by the system
Automated Attendant. The Automated Attendant announces the options a
subscriber must use to reach a mailbox. Depending on whether the
extension that the subscriber is using has an associated mailbox on the
system, the Automated Attendant prompts the subscriber for either the
password or the mailbox number and password.

Modular Messaging Call Me is a feature that enables the system to
schedule calls to subscribers at one or more designated telephone
numbers when messages that meet certain criteria arrive in the mailbox.
When answering a Call Me call, the subscriber is invited to log in to
Modular Messenger in order to review the message or messages.

All Modular Messaging subscribers use a common interface when
answering Call Me calls. This interface identifies the called subscriber
and provides a set of instructions for performing the following operations:

! Logging in to the mailbox by entering the mailbox number and

password. After a subscriber logs in, the TUI assigned to the
subscriber is used.

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! Receiving the call

! Canceling further notifications for the current messages. This

option deactivates Call Me for only the current messages. Call
Me will continue to remain active for the next new message.

! Blocking all further calls to the called number. This option

cancels all further calls to the called number.

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Features of the
subscriber interface

Using the TUIs, subscribers can:

! Retrieve, respond to, create, and send messages. The TUIs

provide subscribers with a friendly and easy way to record, send,
reply to, or forward messages.

— Modular Messaging—MSS subscribers can access and

respond to voice, fax, and text messages.

— Modular Messaging—Microsoft Exchange and Modular

Messaging—IBM Lotus Domino subscribers can access and
respond to text, corporate e-mail, fax, and voice messages.
The Modular Messaging text-to-speech feature converts
corporate e-mail messages to speech, so that subscribers can
listen to them as conveniently as they can to voice messages.

! Reply to a Call Answer message and call the originator of a Call

Answer message, provided the message was left by a caller in the
same voice mail domain.

! Call the extension of the sender, provided the message was sent

by a caller in the same voice mail domain and that the telephone
system can handle extension number details.

! Access offline Call Answer messages. When the message store is

not available, Modular Messaging continues to provide Call
Answering services. Subscribers with the Modular Messaging
Aria TUI can gain access to offline Call Answer messages. For
more information, see Offline access to Call Answer messages

on

page 5-23.

Note: Modular Messaging AUDIX TUI subscribers cannot

access new Call Answer messages while the message
store is offline.

! Access private messages (Modular Messaging—MSS only). With

Modular Messaging—MSS Release 2, subscribers can access
private messages from the TUIs. Depending on the Privacy
Enforcement Level (PEL) setting administered for the system, the
TUIs may restrict subscribers from forwarding the message and
replying to the private message with the original attached. For
more information on the PEL setting, see The Privacy

Enforcement Level privacy parameter on page 5-45.

! Create private messages (Modular Messaging—MSS only). With

Modular Messaging—MSS Release 2, subscribers can mark new
messages as private.

! Access personal configuration options. Subscribers can set up call

handling and customize greetings.

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Note: Modular Messaging AUDIX TUI subscribers cannot

perform certain kinds of personal configuration, such
as enabling or disabling Notify Me and Find Me.
Modular Messaging AUDIX TUI subscribers cannot
record Caller Application announcements.

! Create, modify, and delete Personal Distribution Lists (PDLs).

! Address messages to PDLs using the PDL Name or the PDL List

number.

Common mailbox
model

Modular Messaging provides a mailbox model that is common to
subscribers of the Aria TUI for Modular Messaging and the AUDIX TUI
for Modular Messaging.

A common mailbox model includes:

! Common message categories

! Common Message Waiting Indicator status

! Common Call Answer greetings

Message categories Modular Messaging messages are stored in two message categories—

‘New’ and ‘Saved.’ These categories are consistent with standards-based
e-mail clients, and are also common to the Modular Messaging TUIs.

New messages

Messages that are received in a subscriber mailbox are stored in the New
message category when they meet any of the following criteria:

! The subscriber has not accessed (listened to or viewed) the

contents of the message, also known as the message body. The
subscriber may or may not have accessed the envelope or header
information of the message.

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! The subscriber has accessed the message body and has used the

available TUI options to explicitly retain the message as New.

! The subscriber has moved the message from the Saved category

back to the New category.

! The subscriber has marked read messages as unread, from

graphical user interface (GUI) clients.

The Aria TUI for Modular Messaging and the AUDIX TUI for Modular
Messaging present these messages as New messages. Standards-based
e-mail clients may present these messages as New, Unseen, Unread, and
so on.

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Saved messages

Messages that are received in a subscriber mailbox are stored in the Saved
message category when they meet any of the following criteria:

! AUDIX TUI for Modular Messaging. The subscriber has

accessed the contents of the message. The subscriber may have
accessed the whole message or may have partially accessed the
message.

! Aria TUI for Modular Messaging. The subscriber has accessed

the message and has used the available TUI option to save the
message.

The Aria TUI for Modular Messaging and the AUDIX TUI for Modular
Messaging present these messages as Saved messages. Standards-based
e-mail clients may present these messages as Old, Seen, Read, and so on.

When using Client Add-in for Microsoft Outlook, subscribers of Modular
Messaging—Avaya MSS can mark read messages as unread, thus moving
messages from the Saved category to the New category.

Message Waiting
Indicator Status

When subscribers move messages from the Saved category to the New
category, the system activates or deactivates the following features:

! MWI. The system activates MWI for the moved message if the

message meets the subscriber-defined MWI rule. Broadcast
messages that are moved to the New category do not activate
MWI.

! Call Me. The system activates Call Me for the moved message

only if the delivery time of the message is after the time that the
subscriber last logged in from the TUI.

! Notify Me. The system does not activate Notify Me for the

moved message, as Notify Me is currently triggered only during
Call Answer.

The AUDIX TUI for Modular Messaging and the Aria TUI for Modular
Messaging behave in a common fashion when activating and deactivating
the Message Waiting Indicator (MWI) feature.

Note: Broadcast messages do not activate MWI.

New messages

When the mailbox of a subscriber has one or more new messages, the
system activates MWI, provided the new messages meet the
subscriber-defined MWI rules. When subscribers access a message and
use a TUI option to retain the message in the New message category, or

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when subscribers move a message from the Saved category to the New
category, the system activates MWI.

Saved Messages

Messages in the Saved category do not activate MWI.

Call Answer
greetings

Subscribers can set up the Modular Messaging TUIs to play personalized
greetings to callers.

Note: If a called extension is associated with a Caller Application

and the call is redirected to the TUI, the Caller Application is
executed instead of the default CCI call handling. In this
case, when callers reach a subscriber mailbox, they hear the
menus or announcements of the Caller Application, instead
of the subscriber greeting.

The Modular Messaging TUIs support the following types of greetings:

! Personal greeting

Subscribers can use this greeting to greet all callers that reach
their mailboxes.

! Extended Absence Greeting (EAG)

Subscribers can use the EAG to inform a caller that they are away
from office and may have infrequent or no access to their
messages. Callers cannot dial-through an EAG.

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! Optional greetings

Modular Messaging provides two optional greetings: Optional
Greeting 1 and Optional Greeting 2. Subscribers can use these
optional greetings to administer a call type, also known as Call
Handling. With the Call Handling feature, subscribers can
administer the system to differentiate between calls that reach a
mailbox because an extension is busy (Busy calls) or because
there is no answer (No Answer calls). Subscribers can decide
which optional greeting to activate for Busy calls and No Answer
calls.

Note: Modular Messaging can differentiate between Busy

calls and No Answer calls only if the telephone
system provides this information for Call Answer
calls.

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Multilingual support

Administrators can configure the system so that the Modular Messaging
telephone user interfaces (TUIs) supports multiple languages.

Administrators and subscribers can use these languages as follows:

! Administrators can identify one language as the default language

for the system. The TUIs plays all announcements and prompts in
this language, unless otherwise instructed.

! Administrators can assign up to three languages to the Automated

Attendant. TTY/TDD may be assigned as one of the languages.

! Subscriber Options lets subscribers select their preferred TUI

language for their mailbox, out of nine maximum languages
loaded on the system. All TUI prompts are played in the selected
language. If subscribers do not specify a language, the system
uses the default language. The language selected for the mailbox
is used for logged in messaging sessions and not for Call Answer
sessions.

Multilingual support for subscriber log-in. The prompts that a subscriber

hears when logging in to the system are played in the default language of
the system, up to the point of logging in. Once the subscriber successfully
logs in to the mailbox, all subsequent prompts are played in the language
administered for the mailbox.

Multilingual support for Automated Attendant. Administrators can assign

multiple languages to the Automated Attendant, so that when the
Automated Attendant greets callers, callers can select the language they
prefer. All subsequent prompts and announcements from the Automated
Attendant, caller applications, and Call Answer during that call are played
in the selected language. Callers calling from TTY devices can select
TTY/TDD as a language.

Multilingual support for Call Answer. When callers reach the subscriber

mailbox, they are given the opportunity to select a language, provided
multiple languages are assigned to the Automated Attendant. All
subsequent prompts and announcements during that Call Answer session
are played in the selected language. If multiple languages are not defined
for the system Automated Attendant, the default system language is used
for the duration of the Call Answer session.

Note: Callers calling from TTY devices may not be able to leave

Call Answer messages if their TTY device cannot dial
touchtones after a call is in progress.
Modular Messaging presents a list of language options to
callers as the first prompt they hear when calling in to the
system. TTY is one of the language options provided. Callers
can select the desired language by pressing the appropriate

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key on their touchtone keypads. Callers that are using a TTY
device that cannot enter touchtones after a call is in progress
cannot select the TTY language in order to leave a message.

Multilingual support for Caller Applications.

A Caller Application can contain interact with callers in different
languages.

A Caller Application runs in the default TUI language for the voice mail
domain, unless a caller has previously interacted with the Automated
Attendant and has chosen a different language.

When a multilingual Caller Application replaces the system Automated
Attendant, only the default TUI language defined for the voice mail
domain is played to callers, provided this language exists in the Caller
Application. Callers are not provided an opportunity to choose a language
before the Caller Application starts to run. However, Caller Applications
can be modified to offer callers a choice of languages by providing a
suitable interface. One way to do this is to create a Caller Application that
collects the caller’s choice of language, and which branches to other
Caller Applications according to their choice.

For more information, see Avaya Modular Messaging Caller
Applications, EF-MES2141-01, available in the Messaging White Papers
Resource Library on the Avaya website (www.avaya.com).

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Graphical user interfaces

Depending on the system Privacy Enforcement Level setting, Modular
Messaging subscribers can use graphical user interfaces (GUIs), such as
Avaya GUI clients or standards-based clients to access their mailboxes.
Graphical user interface clients are applications that enable subscribers to
access their mailboxes from a desktop PC. These applications provide
subscribers a visual interface to perform various operations, such as
accessing and sending messages, managing messages, configuring
mailboxes, and maintaining mailboxes, rules, greetings, and TUI and GUI
preferences.

For more information on the Privacy Enforcement Level (PEL) setting
and its impact on GUI-access to mailboxes, see The Privacy Enforcement

Level privacy parameter on page 5-45.

Modular Messaging subscribers can use the following GUIs to access
their mailboxes:

! GUIs for Modular Messaging—MSS subscribers

— Client Add-in for Microsoft Outlook. This Avaya add-in

creates a new inbox for Modular Messaging messages,
separate from the corporate e-mail inbox. Subscribers can
access, send, and manage messages from this new inbox,
from within the Microsoft Outlook e-mail application. For
more information, see Client Add-in for Microsoft Outlook
on page 4-16.

— Subscriber Options. An application that subscribers can use

to modify their mailbox settings from a desktop PC. With
Modular Messaging—MSS, Subscriber Options integrates
with the Microsoft Outlook e-mail client. Subscriber Options
also works as a standalone application for subscribers that do
not use IMAP4 access, or that do not use the Microsoft
Outlook e-mail client.

— Avaya Modular Messaging Web Client. This Avaya client

enables subscribers to access, send, and manage voice, text,
fax, and corporate e-mail messages, from a Web browser.
Modular Messaging Web Client cannot be used for mailbox
configuration. For mailbox administration functions,
subscribers can use the TUIs or Subscriber Options.

— Standards-based clients. Subscribers can use IMAP4 and

POP3 clients for message access. Standards-based clients
cannot be used for mailbox configuration. For mailbox
administration functions, subscribers can use the TUIs or
Subscriber Options. For more information, see

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Modular Messaging interfaces

Standards-based clients with Modular Messaging—MSS on

page 4-25.

! GUIs for Modular Messaging—Microsoft Exchange subscribers

— Client Add-in for Microsoft Outlook. This Avaya add-in

enables subscribers to receive voicemail in their existing
e-mail inbox. Just as with e-mail, subscribers can access,
send, and manage voicemail, from within the Microsoft
Outlook e-mail application. For more information, see Client

Add-in for Microsoft Outlook on page 4-16.

— Subscriber Options. An application that subscribers can use

to modify their mailbox settings from a desktop PC. With
Modular Messaging—Microsoft Exchange, Subscriber
Options integrates with the Microsoft Outlook e-mail client.
Subscriber Options also works as a standalone application for
subscribers that do not use the Microsoft Outlook e-mail
client.

— Outlook Web Access (OWA). This Web client provides

subscribers with a single interface for access to voicemail and
corporate e-mail messages, stored in a common inbox on the
Microsoft Exchange message store. OWA provides the ability
to listen to messages, but does not provide recording
capabilities for replying with voice or composing new voice
messages.

— Any other e-mail client that Microsoft Exchange supports.

! GUIs for Modular Messaging—IBM Lotus Domino subscribers

— IBM Lotus DUC with IBM Lotus Notes. Subscribers can

integrate IBM Lotus Domino Unified Communications
(DUC) software with their IBM Lotus Notes client. When
DUC is installed with Modular Messaging—IBM Lotus
Domino, subscribers can use their IBM Lotus Notes e-mail
client for access to voicemail and corporate e-mail messages.

— iNotes. Also known as IBM Lotus Domino Web Access,

iNotes is a Web client that subscribers can use to access their
mailbox on the IBM Lotus Domino store. iNotes provides
subscribers with a single interface for access to voicemail and
corporate e-mail messages, stored on the IBM Lotus Domino
message store. iNotes provides listen and record capabilities
to facilitate replying and composing messages with voice.

— Subscriber Options. With Modular Messaging—IBM Lotus

Domino, Subscriber Options can be installed either by
installing the DUC application or by installing Subscriber
Options as a standalone application. For more information,
see Subscriber Options

on page 4-21.

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— Any other e-mail client that IBM Lotus Domino supports.

Client Add-in for Microsoft Outlook

Client Add-in for Microsoft Outlook is an application that integrates with
the Microsoft Outlook program and provides subscribers access to
mailboxes.

The application allows subscribers to create new voice messages, reply to
any message type with a voice message, and forward any message type
with a voice message—all from within the Microsoft Outlook e-mail
client application.

Note: Modular Messaging—IBM Lotus Domino does not support

Client Add-in for Microsoft Outlook.

Modular Messaging—MSS

Client Add-in for Microsoft Outlook provides subscribers an integrated
view of their messages, with voice and fax messages in the Modular
Messaging inbox, that is separate from the corporate inbox.

The Modular Messaging inbox stores voice, text, and fax messages. In the
Modular Messaging inbox, various messages types are differentiated by
specialized icons. Subscribers can use Client Add-in for Microsoft
Outlook to send, review, forward, and reply to messages, from within
Outlook.

Client Add-in for Microsoft Outlook enables subscribers to create and to
access private messages, under suitable administration of the privacy
settings.

Subscribers can keep copies of messages that the Modular Messaging
inbox receives. Subscribers can copy messages from the Modular
Messaging inbox to other folders, such as a folder in the corporate inbox
or on the desktop. However, subscribers cannot copy messages from other
folders or inboxes into the Modular Messaging inbox.

When subscribers use Client Add-in for Microsoft Outlook to retrieve
voice messages, they can either play the message locally on the PC or on
the telephone. With Modular Messaging—MSS, when playing messages
on the telephone, the audio content is streamed from the MSS to the client
and then to an MAS for playback over the telephone. Because of this
double transfer, Client Add-in for Microsoft Outlook is not recommended
for remote use.

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Modular Messaging interfaces

Modular Messaging—Microsoft Exchange

Client Add-in for Microsoft Outlook provides subscribers a unified view
of all their voicemail, text, corporate e-mail, and fax messages. Voice
messages are stored in the same inbox that receives corporate e-mail
messages, and are differentiated by an icon. Subscribers can use Client
Add-in for Microsoft Outlook to send, review, forward, and reply to
voicemail, fax messages, text messages, and corporate e-mails, from
within Outlook.

With Modular Messaging—Microsoft Exchange, when Client Add-in for
Microsoft Outlook subscribers play a voice message on the telephone, the
message is not transferred to the client. Hence, the connection rate from
the client to the MAS does not affect responsiveness. For example, if a
subscriber uses a dial-up connection to play a voice message, and if the
subscriber has two telephones available, a message played on the
telephone is likely to provide much better responsiveness than local play.

Client Add-in for

Client Add-in for Microsoft Outlook provides the following tools:

Microsoft Outlook
components

! Avaya Modular Messaging Voice Form. For more information,

see Voice Form

! Avaya Modular Messaging Voice Recorder. For more

information, see Voice Recorder

! Subscriber Options (Voice Mail tab). For more information, see

Subscriber Options

! Service Providers (Modular Messaging—Avaya MSS). For more

on page 4-17.

on page 4-19.

on page 4-21.

information, see Service Providers (Modular Messaging—Avaya

MSS) on page 4-19.

Voice Form The Voice Form allows subscribers to review, record, and send voice

messages from Microsoft Outlook. The Voice Form includes a voice
control that can be used to create and play voice messages, using either a
telephone or local multimedia. The voice control provides familiar audio
controls, such as, pause, stop, skip ahead, and skip back. When playing
multi-part voice content, such as voice messages forwarded with voice
comments, the voice control presents the message as a single stream of
audio.

November 2004

Subscribers can use the Voice Form to also address messages to Personal
Distribution Lists (MSS version) and global distribution lists (Exchange
version).

For more information on addressing messages to Personal Distribution
Lists, see Addressing from GUI clients

on page 5-39.

The Voice Form provides the following features:

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! Directory access for addressing message recipients. With

Modular Messaging—MSS, the Voice Form also provides
directory access for addressing messages to PDLs.

With Modular Messaging—MSS, the Voice Form provides access
to the MSS directory. The MSS directory includes the Modular
Messaging Global Address List, the Modular Messaging Personal
Distribution List, and Personal Contacts.

With Modular Messaging—Microsoft Exchange, the Voice Form
provides access to the Global Address List and Personal
Contacts.

! User preferences

Using the Voice Form, subscribers can set such user preferences
as:

— automatic playback of voice messages

— request for notification of voice messages that are delivered

and opened (Modular Messaging—Microsoft Exchange
version only)

— request for read receipt of all new voice messages sent

(Modular Messaging—Microsoft Exchange version only)

! Message sensitivity and importance

The Voice Form enables subscribers to set sensitivity and
importance on a per-message basis.

! Message comment (Modular Messaging—Microsoft Exchange

only)

Using the Voice Form, subscribers can attach text comments to a
voice message (new or opened). Modular Messaging—MSS does
not support this feature. Subscribers can use message comments
as search criteria, thus making it easier to locate specific
messages.

! Message subject

The Voice Form permits subscribers to add a text subject when
creating a new message or when replying to or forwarding a
message. This makes it easier for recipients to refer to messages
when using a GUI client, or scanning via the TUI. With Modular
Messaging—Microsoft Exchange, the Voice Form also enables
subscribers to edit text subjects of messages they have received.

Subscribers can use message subjects as search criteria, thus
making it easier to locate specific messages.

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! Message privacy

The Voice Form permits subscribers to create private messages.
Depending on the system Privacy Enforcement Level (PEL)
setting and the Restrict Client Access COS value, the Voice Form
also enables subscribers to access private messages. However, the
Voice Form does not restrict the forwarding or saving of private
messages, or replying to private messages with the original
message attached.

Voice Recorder Subscribers can use the Voice Recorder to record and send voicemail and

voice-annotated items, without having to start up the Microsoft Outlook
e-mail application. This tool works independently from the Voice Form.

Note: When sending messages, the Voice Recorder relies on certain

capabilities of Microsoft Outlook, hence subscribers must
have Microsoft Outlook installed and configured as their
default e-mail client.

Service Providers
(Modular
Messaging—Avaya
MSS)

Installation of Client
Add-in for Microsoft
Outlook
components

With Modular Messaging—Avaya MSS, subscribers must configure the
Modular Messaging Service Providers for their Microsoft Outlook
profiles, before they use Client Add-in for Microsoft Outlook.

The Service Providers act as an interface between Microsoft Outlook and
the Modular Messaging servers.

Configuring the Service Providers enables the Microsoft Outlook e-mail
client to access the Modular Messaging directory as an address book, and
to send and retrieve messages to and from the Modular Messaging system

For more information on the Client Add-in for Microsoft Outlook
application, see Avaya Modular Messaging Client Add-in for Microsoft
Outlook User Guide, 11-300241 available on the Modular Messaging
documentation CD-ROM.

Two factors that decide whether all or some of the components of the
Client Add-in for Microsoft Outlook are installed are:

! The Modular Messaging version (MSS, Microsoft Exchange, or

IBM Lotus Domino message store)

! Whether or not Microsoft Outlook is installed

November 2004

During installation, the Client Add-in for Microsoft Outlook setup
program prompts the user to select the appropriate message store server,
the options being, Avaya MSS, Microsoft Exchange, and IBM Lotus
Domino. Depending on which message store is selected and whether or
not Microsoft Outlook is installed, some or all components of Client
Add-in for Microsoft Outlook are installed.

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Table 4-1 explains various scenarios and the components that are
installed.

For information on the supported Microsoft Outlook versions, see Avaya
Modular Messaging Client Add-in for Microsoft Outlook User Guide,
11-300241.

Table 4-1. Components of Client Add-in for Microsoft Outlook that are
installed in various scenarios

Modular Messaging configuration

Modular Messaging with an
Avaya MSS

Microsoft
Outlook
installed?

Yes Subscriber Options,

Client Add-in
components
installed

Vo ic e F or m , Vo ic e
Recorder

Service providers to
be configured

Modular Messaging with an

No Subscriber Options

Avaya MSS

Modular Messaging—IBM Lotus
Domino version

Modular Messaging—Microsoft
Exchange version

Yes or no Subscriber

Options

1

Yes Subscriber Options,

Vo ic e F or m , Vo ic e
Recorder

Modular Messaging—Microsoft

No Subscriber Options

Exchange version

1. When installed as a part of Client Add-in for Microsoft Outlook,
Subscriber Options works as a standalone application for Modular
messaging—IBM Lotus Domino systems, and does not integrate with
the IBM Lotus Notes e-mail client.

Possible Microsoft
Outlook profiles

Table 4-2 describes the possible configurations that might use the
Microsoft Outlook e-mail client.

Table 4-2. Possible Microsoft Outlook profiles

Modular Messaging configuration E-mail server

Modular Messaging—Avaya MSS Microsoft Exchange;

used only for corporate
e-mails

Modular Messaging—Avaya MSS Any other vendor or no

e-mail server

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Modular Messaging interfaces

Table 4-2. Possible Microsoft Outlook profiles

Modular Messaging configuration E-mail server

Subscriber Options

Modular Messaging—Microsoft Exchange

Microsoft Exchange

version

Subscribers can use the Subscriber Options application to modify their
mailbox settings from a desktop PC.

With Modular Messaging—MSS and Modular Messaging—Microsoft
Exchange, Subscriber Options integrates with the Microsoft Outlook
e-mail client. Subscriber Options also works as a standalone application
for subscribers that do not use the Microsoft Outlook e-mail client.

With Modular Messaging—IBM Lotus Domino, Subscriber Options can
be installed either by installing the DUC application or by installing the
Client Add-in for Microsoft Outlook application.

When Client Add-in for Microsoft Outlook installs the Subscriber
Options component, it attaches an additional property page to the e-mail
options pages. Subscribers can use the Voice Mail tab to access
Subscriber Options from Microsoft Outlook. Subscriber Options also
appears as an option in the Programs submenu in Windows.

Subscribers Options is a component that Modular Messaging subscribers
can use to modify their mailbox settings from a desktop PC. Subscribers
can modify all or some of their mailbox settings, depending on how the
mailbox is configured by the administrator.

With Subscriber Options, subscribers can compose greetings and set up
preferences for using the telephone user interfaces (TUIs) and the GUI
clients.

Subscribers can use Subscriber Options for the following:

! Configuring Call Handling

Screen calls from the Automated Attendant, override call
handling, and choose greetings for an extension that is busy or
unanswered.

! Managing greetings

Record spoken name, personal greeting, Please Hold prompt,
optional greetings, and Extended Absence Greeting (EAG)

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! Configuring settings for the TUIs

Sort messages in the Inbox by priority or by order in which they
were received, specify fax number for printing faxes, prompt
language for mailbox, rules for new message alerts

! Setting rules for special features:

— Find Me to schedule the redirection of unanswered calls to

one or more telephone numbers

— Call Me to schedule calls to subscribers at one or more

designated telephone numbers when messages that meet
certain criteria arrive in the mailbox

— Notify Me to notify subscribers of new Call Answer

messages in the mailbox and of missed incoming calls, if
requested by the caller

— Message Waiting Indicator to alert subscribers when

messages meeting specified criteria arrive in their mailbox

! Creating and managing Personal Distribution Lists (applicable

only to Modular Messaging—MSS)

Modular Messaging—MSS subscriber can create new Personal
Distribution Lists (PDLs) and modify or delete existing PDLs.
For more information, see Working with PDLs

on page 5-36.

For more information, see Avaya Modular Messaging Subscriber
Options, 585-310-789 (Issue 2), available on the Modular Messaging
documentation CD-ROM.

Desktop deployment of Client Add-in for Microsoft Outlook and Subscriber Options

To facilitate desktop deployment of Client Add-in for Microsoft Outlook
and Subscriber Options, organizations can:

! Place the software on a server, to make it available to subscribers

for download.

! Push software to subscribers by means of Microsoft Systems

Management Server (SMS). SMS allows the distribution of
software over a network to client computers with little to no
intervention from the computer user.

! Use the Software Installation component of the Active Directory

Group Policy Editor to centrally manage a push of software to
desktops.

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Avaya Modular Messaging Web Client

Avaya Modular Messaging Web Client enables subscribers to use a Web
browser for visual access to their Modular Messaging messages and to
corporate e-mail messages.

Modular Messaging Web Client does not support access to Avaya legacy
messaging servers, such as Octel or the Intuity AUDIX servers.

Modular Messaging Web Client provides a visual interface that
subscribers can use to create, send, receive, reply to, forward, and
organize their messages from the Modular Messaging mailbox.
Subscribers can listen to voice messages and view fax messages and text
messages from a PC.

Modular Messaging Web Client provides subscribers the option to
download the Avaya Voice Player application for playing and recording
voice messages.

From Modular Messaging Web Client, subscribers can also send
messages to the Personal Distribution Lists (PDLs) they own. For
information on addressing messages to PDLs, see Addressing from GUI

clients on page 5-39.

Modular Messaging interfaces

The Modular Messaging Web Client inbox presents visual indicators,
known as message flags, that help subscribers to easily identify broadcast
messages, priority messages, private messages, and delivery failures.

Note: Avaya strongly recommends that a virus protection software

with the latest updates are installed on the Web server.

Modular Messaging Web Client provides the following:

! An integrated view of voice, fax, and text messages in the

Modular Messaging mailboxes of subscribers.

! Message organizational capabilities, such as:

— Sorting messages by type, sender, subject, folder, or receipt

time

— Searching for a particular message

— Moving messages within the Inbox from one folder to

another. Subscribers can move New messages to the Deleted
or Saved folders, saved messages to the Deleted folder, and
deleted messages to the Saved folder.

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! Directory Browsing

Provides access to the Modular Messaging voice server directory,
so that from the directory, subscribers can search for other users
and address messages to them.

! Choice of language to view the interface

Provides subscribers a choice of languages such as US English,
French, International Spanish, Italian, German, or Brazilian
Portuguese, to view the interface.

! Support SSL for secured access

Modular Messaging Web Client supports Secure Sockets Layer
(SSL) Web connections. However, customers must configure
SSL on the Web server (as per the configuration supported by
IIS) prior to installing the Web Client.

Note: Whether Web browsers connect using SSL is

dependent only on the Web server configuration, and
not on any settings in the Modular Messaging Web
Client application.

! Access to e-mails on a corporate e-mail server

Using the IMAP4 protocol, Modular Messaging Web Client
provides subscribers access to e-mail messages stored on a
separate, corporate e-mail server. Subscribers can view, reply to,
forward, create, send, save, and delete e-mail messages.
Subscribers can also access the corporate LDAP directory to
address e-mail messages.

! Maximum message privacy enforcement

When subscribers access messages that are marked ‘private’,
Modular Messaging Web Client provides an appropriate
indication to subscribers. Irrespective of the system Privacy
Enforcement Level (PEL) setting for the voice mail domain,
Modular Messaging Web Client always enforces maximum
message privacy—subscribers cannot forward private messages.
For more information on the PEL settings, see The Privacy

Enforcement Level privacy parameter on page 5-45.

Administrators can configure Modular Messaging Web Client to
support only dual-connect (telephone-playback only) mode. This
prevents voice messages from being played locally on the PC,
downloading of voice messages, and caching of voice messaging
on the PC.

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Modular Messaging interfaces

! Text subject creation

Subscribers using Modular Messaging Web Client can create a
text subject when composing a new message. A text subject
makes it easier for recipients to refer to the message when using a
GUI client or scanning via the TUI. Subscribers can create a
subject text when creating a message; subscribers cannot change
subject texts once messages have been sent or received.

Notes:

! For information on using Web Client, see the online Help system

provided with the application.

! For information on the system requirements for Modular

Messaging Web Client, see Modular Messaging Web Client

requirements on page B-15.

Standards-based clients with Modular Messaging—MSS

With the appropriate privacy settings, Modular Messaging subscribers
can use standards-based e-mail clients to receive, send, and manage
messages from a desktop PC.

Subscribers can access and deal with messages using a wide variety of
clients that support either of the IMAP4 or POP3 e-mail standards. Such
clients include Microsoft Outlook, Microsoft Outlook Express, and IBM
Lotus Notes.

Although most clients support both IMAP4 and POP3, some, such as
some versions of Microsoft Outlook, only support the older POP3
protocol. When using a standards-based client with Modular Messaging,
Avaya strongly recommends use of IMAP4. POP3 clients copy messages
from the subscriber’s mailbox and act on the local copy without
informing the server of status changes, for example whether a message
has been read or deleted.

Likewise, the local copy has no awareness of the message status on the
original message store. Thus, if a POP3 user pulls copies of their voice
messages into their e-mail client, and later uses the TUI to delete a
message from the message store, the local copy of the message in the
e-mail client will remain.

November 2004

In contrast, IMAP4 clients act on the message stored on the server so
message status is synchronized with the actions of other clients such as
the TUI.

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For more information, see Avaya Modular Messaging Client Access to a
Subscriber Mailbox, 585-310-790 (Issue 2), available on the Modular

Messaging documentation CD-ROM.

Avaya support
policy for third-party
clients

Avaya Modular Messaging is standards-based, which includes IMAP4
access to messages from user client software packages (for example,
Microsoft Outlook and IBM Lotus Notes). Avaya has conducted
successful interoperability testing with Microsoft Outlook 2002,
Microsoft Outlook 2000, Microsoft Outlook Express 5.0, IBM Lotus
Notes R6, and IBM Lotus Notes R5. Furthermore, Avaya acknowledges
that customers have reported successful integration of GroupWise with
Avaya Modular Messaging and acknowledges that our customers may
integrate other IMAP4 user client software packages with Avaya Modular
Messaging. Avaya, however, makes no representations, warranties, or
guarantees regarding specific capabilities with specific IMAP4 clients or
successful integration or interoperability thereof. Avaya's product support
is limited to IMAP4 as it is implemented on Avaya Modular Messaging
and does not include support for specific e-mail clients.

IBM Lotus Notes with IBM Lotus DUC

From the IBM Lotus Notes proprietary client on a Windows PC,
subscribers can use the following IBM Lotus Domino Unified
Communications (DUC) services:

! Integrated voice mailbox

A specialized IBM Lotus Notes mail file provides a combined
Inbox for all messages, as well as a Voice Inbox tailored for voice
message display and management.

! Voice Message Form with Player/Recorder

The Voice Message Form, while maintaining the look and feel
familiar to both Notes and iNotes Web Access clients, includes an
integrated player/recorder that subscribers use to create and play
voice messages, from either a telephone or a multimedia PC. The
player/recorder provides familiar audio controls, such as, pause,
stop, skip ahead, and skip back.

! Subscriber Options

Using Subscriber Options, subscribers can modify their mailbox
settings at any time from the Notes client and Domino
Administrator client. For more information, see Subscriber

Options on page 4-21.

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Modular Messaging interfaces

Unified Communication Center Speech Access

Unified Communication Center Speech Access (UCC Speech Access) is a
complementary Avaya product providing a speech user interface that
supports all versions of Modular Messaging.

Using speech recognition and text-to-speech technology, UCC Speech
Access communicates with callers in spoken English, enabling mobile
professionals to access business computer resources from any telephone.
UCC Speech Access also provides access to voicemail messages, Call
Answering, and follow-me/hold-my-calls filtering.

Further, with the use of Avaya Unified Communication Center,
subscribers can launch phone calls, be they single-party or multi-party
conference calls, all from a single session.

UCC Speech Access also provides e-mail reading capabilities. Modular
Messaging—MSS subscribers do not have access to corporate e-mails
from the Modular Messaging TUIs. However, they can use UCC Speech
Access for text-to-speech conversion of corporate e-mail messages.

With all versions of Modular Messaging, UCC Speech Access can
provide, among other things, speech access and voice control of voice and
corporate e-mail messages.

UCC Speech Access enables subscribers to create and to access private
messages. For more information, see Message Privacy

For more information, see the UCC Speech Access client product
documentation (Site Preparation Guide, Installation Guide, and Wallet
Card) available at http://support.avaya.com.

on page 5-42.

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Administrative and management interfaces

Modular Messaging provides administrators with different interfaces or
tools for the administration of the Message Storage Server (MSS),
messaging application server (MAS) units, and caller applications. In
addition, Modular Messaging also provides a reporting tool for
monitoring voicemail system usage.

Note: For information on the Caller Application Editor, used to

create, deploy, and modify Caller Applications, see Caller

Applications Editor on page 3-4.

Message Storage Server administration

The Web-based administrative interface of the MSS provides
administration, diagnostics, and reporting capabilities, using a standard
web browser from anywhere in the enterprise. Organization-wide
administrative utilities can also be used, as specified in Ease of

administration on page 1-6.

In addition to this Web-based administrative interface, Modular
Messaging also supports the Mailbox Manager application or Avaya
Integrated Management with Avaya Site Administration or Avaya
Multi-Site Administration for MSS mailbox administration.

Mailbox Manager Modular Messaging—MSS administrators can use the Mailbox Manager

application for administration of subscriber data for Modular
Messaging—MSS and for other Avaya voicemail products in an
enterprise.

The Mailbox Manager application for Modular Messaging is a Windows
interface for doing moves, adds, and changes on the MSS. The software
maintains an offline database of subscriber and class-of-service data.
Using this Windows interface, administrators can make changes to these
records and send them to the MSS. The Mailbox Manager application for
the Avaya MSS can be implemented in the following configurations:

! single administrator/single-site

! single administrator/multi-site

! multi-administrator/single-site

! multi-administrator/multi-site

A single Mailbox Manager client and database can be used to manage
mailbox moves, adds, and changes across a heterogeneous mix of
systems, such as:

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Modular Messaging interfaces

! Modular Messaging with S3400 Message Storage Server

! Intuity AUDIX LX

! Intuity AUDIX MAP5/40/100

! Octel 250/350 (Aria)

! Octel 200/300 (Serenade)

This enables administrators to have a common look and feel to managing
moves, adds, and changes for all their systems, and to centralize the
administration of all mailboxes on these systems.

The Mailbox Manager application is typically installed on a desktop or
laptop PC used by the system administrator. However, if the corporate
network has a dynamic host configuration protocol (DHCP) environment,
the Mailbox Manager application must be installed on the MAS.

For more information on the minimum system requirements for a single
user implementation of the Mailbox Manager application, see Mailbox

Manager Minimum Requirements for Single User Implementation on

page B-20.

For more information on the Mailbox Manager application, see the
related documentation on the Mailbox Manager™ Software CD or visit
http://support.avaya.com.

Avaya Integrated
Management

Modular Messaging can be administered with Avaya Integrated
Management. Avaya Site Administration (Release 2.0 or later) or Avaya
Multi-Site Administration (Release 2.1 or later) can be used to perform
subscriber Move, Add, Change, and Remove activity, and to define
classes-of-service (COS) for Modular Messaging in conjunction with an
associated user station extension on the Communication Manager Media
Server. This tool also provides import and export support of subscriber
data for Modular Messaging.

Messaging application server administration

A messaging application server (MAS) provides administration tools such
as the Voice Mail System Configuration tool and Visual Voice Editor.

For more information on using these tools see Avaya Modular Messaging

Release 2 Messaging Application Server Administration Guide for Avaya
Modular Messaging with the Avaya MAS and MSS, 11-300243.

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Reporting capabilities

Modular Messaging provides a Reporting Tool that administrators can use
to generate predefined reports for monitoring voicemail system usage,
planning capacity, and tracking system security.

Report information is taken from the transaction database and generated
for the voice mail domain. Some reports can also generate MAS-specific
or subscriber-specific information.

MAS reports Using the Reporting Tool, administrators can generate the following MAS

reports:

! Hourly Statistics

This report records information about the number of incoming
and outgoing calls for each hour in a specified time period. This
information is useful for monitoring call activity across the voice
mail domain. The Hourly Statistics report assists in capacity
planning.

! Login Failures

This report records information about unsuccessful mailbox
logins due to an incorrect password or invalid mailbox number
being entered. This information is useful for monitoring system
security for the voice mail domain.

! Port Statistics

This report records incoming and outgoing call information for
each port configured in the voice mail domain. This information
is useful for monitoring port usage.

! System Usage

This report records call and messaging statistics for the voice
mail domain. This information is useful for monitoring the usage
of the system.

! User Mailbox Statistics

This report records information about telephone calls and
messages received by each subscriber in the voice mail domain.
This information is useful for monitoring mailbox usage.

! Basic Metrics

This report records statistics on messaging activity in the voice
mail domain. It includes general information on TUI usage and
statistical information on subscriber TUI logins. The contents of
the Basic Metrics report are the core Key Performance Indicators

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Modular Messaging interfaces

for the voicemail system, hence this report also provides a
general performance overview.

Administrators can export a report to save the report information or work
with it using alternative tools. The export facility supports a number of
popular spreadsheet, word processor, and data interchange formats.
Administrators can also attach an exported report file to a message sent
using a MAPI-enabled e-mail system, or can print a report displayed on
the screen.

MSS reports The MSS collects information about system settings and attributes and

information that depicts how the system is used, including data about
features, subscribers, communities, data port loads, and remote messaging
traffic. This information is displayed in real-time dynamic report pages,
and in messaging traffic reports.

! Community Daily or Hourly Traffic Report

These reports show the total number of messages sent and
received by each community. They also show the number of
messages that were not sent or received by each community due
to restrictions on sending during any day in the last 32-day period
or any hour in the last seven days.

! Feature Daily or Hourly Traffic Report

These reports show traffic information on a feature-by-feature
basis. Features are divided into call answer features and
messaging features.

! Load Daily or Hourly Traffic Report

These reports show daily load traffic information for 1 to 32 days
or hourly traffic information for the last 7 days. Traffic load refers
to the message traffic and storage relative to established mailbox
thresholds.

! Network Load Daily or Hourly Traffic Report

These reports show network channel traffic one day at a time for
up to 32 days or one hour at a time for any hours within the last 7
days. These reports can show any nodes that are exceeding
specified threshold limits, the number of calls that went
unanswered, the number of calls on each channel, and other
channel traffic information.

! Remote Message Daily or Monthly Traffic Report

November 2004

These reports show information about traffic loads between a
local messaging machine and a specified remote messaging
machine.

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! Subscriber Daily or Monthly Traffic Report

These reports show traffic information about a specific subscriber
for any day within the most recent eight day period or any month
within the last 13 months. These reports can help you track a
particular subscriber's mail-usage patterns.

! System Evaluation Report

The System Evaluation Report is a read-only, web-based
administration page that provides a summary of various MSS
settings and attributes.

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Voice mail domain

A voice mail domain is a group of messaging application server (MAS)
units with a common set of properties, that use one or more message
stores. One can think of a voice mail domain as being a single complete
voice messaging system.

The MAS units in a voice mail domain can be seen as a single "virtual"
server for that domain. This allows the system to be highly scalable, in
that multiple servers can be configured as part of the voice mail domain to
address large capacity requirements. Modular Messaging—MSS supports
a maximum of five MAS units in a voice mail domain, while Modular
Messaging with Microsoft Exchange or IBM Lotus Domino supports a
maximum of ten MAS units in a voice mail domain.

An incoming call can land on any port on any card on any messaging
application server to have access to Call Answering, greetings,
messaging, fax receipt, auto attendant, caller applications, and the full
directory.

Modular Messaging interfaces

Likewise, outbound services such as fax (MSS only), Call Me, and
Message Waiting Indication can also share the communication facilities
across all the servers. This virtual server allows any Avaya Modular
Messaging subscriber in the domain to use the telephone user interface
(TUI) to call in, access their mailboxes, and retrieve their messages. Also,
the virtual server can call the telephone of any subscriber who runs PC
client applications to play back voice messages.

Any changes made to the properties of a voice mail domain are
automatically updated and replicated to all MAS units in the domain.
Voice mail domains provide the ability to store and retrieve properties that
belong to a set of MAS units working together to provide integrated Call
Answering.

An organization can create multiple voice mail domains, for example, one
in each major geographical site.

It is important that all users within the voice mail domain share a common
dialing plan. For additional information on designing voice mail domains
see General rules for voice mail domains

Note: An Avaya Message Storage Server (MSS) can be a host to

only one voice mail domain.

on page 10-2.

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5

Modular Messaging features

This chapter discusses the key features of Avaya Modular Messaging. It
includes the following topics:

! Key features and capabilities on page 5-2

! Text-to-speech conversion capability on page 5-9

! SNMP with Modular Messaging on page 5-11

! Logs and notifications on page 5-12

! Licensing on page 5-17

! Audio encoding formats on page 5-18

! Offline messaging on page 5-21

! N+1 server configuration on page 5-27

! Communities and sending restrictions on page 5-29

! System lists on page 5-31

! Personal Distribution Lists on page 5-34

! Message Privacy on page 5-42

! Subscriber data migrations and system upgrades on page 5-51

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Key features and capabilities

Table 5-1 discusses the key features of Avaya Modular Messaging. These
features are common to all versions of Modular Messaging.

Table 5-1. Key features and capabilities

Feature and capability Description and benefits

Modular Messaging supports many
Octel Aria-type, single-digit menus
in the form of caller applications.

These are separate applications, such as complex automated
attendants, listen-only mailboxes, and bulletin boards that
can be designed using a Microsoft Windows
graphical-user-interface (GUI)-based editor tool that is
deployed across voice mail domains.

Caller applications can be used to accomplish most of the
same functions as automated attendants, (including nested
automated attendants) in Intuity AUDIX.

Telephone user interface (TUI) for accessing messages

Reply to sender or all recipients When replying to messages, subscribers can reply only to

the sender or to all recipients that Modular Messaging is
aware of.

When replying to messages that are received through a
Message Networking system, subscribers can reply only to
the sender. Messages coming via a Message Networking
server will not contain a complete list of recipients because,
the Message Networking server cannot be sure that it
received a complete list of recipients from the originating
node. Modular Messaging respects the use of BCC when
used with a GUI client.

Priority of messages Subscribers can assign a priority to messages.

Print fax messages Subscribers can print fax messages with TIFF attachments.

Cross-media response Subscribers can reply to messages in one medium (for

example, fax) with another medium (for example, voice).

Graphical user interface clients for accessing messages

Receive, respond to, and send
messages

Subscribers can use a standards-based e-mail client or a
supported GUI client to receive, reply to, forward, and send
messages.

For more information, see Graphical user interfaces

on page

4-14.

Manage and respond to all
messages

5-2 November 2004

Subscribers can store, organize, delete, or respond to all
types of messages.

Avaya Modular Messaging Concepts and

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Modular Messaging features

Table 5-1. Key features and capabilities

Feature and capability Description and benefits

Reply to messages Subscribers can reply to only the sender, or to all recipients,

or to an edited list of recipients.

Cross-media response Subscribers can reply to messages in one medium (for

example, voice) with another medium (for example, text).

Mailbox personalization

Mailbox personalization using the
TUI

Subscribers can:

! Record and activate greetings and spoken names

! Enable or disable Find Me, Call Me, and Notify Me

! Set up call handling

! Configure a fax number for printing

! Record announcements for use in Caller Applications

! Change passwords

Note: Modular Messaging AUDIX TUI subscribers
cannot perform certain kinds of personal configuration,
such as enabling or disabling Notify Me and Find Me.
Modular Messaging AUDIX TUI subscribers cannot record
Caller Application announcements.

Mailbox personalization using the PCUsing Subscriber Options, subscribers can:

! Record and activate greetings and spoken names

! Personalize call handling

! Set up rules for MWI, Find Me, Call Me, and Notify

Me

! Change password

! Configure desktop PC and TUI preferences and options

! Change the display language for Modular Messaging

client applications

Message notification

1

Call Me This feature alerts subscribers of new messages in their

inbox by calling them at one or more designated numbers.
Call Me also provides support to pagers.

Find Me This feature redirects unanswered calls to another location,

allowing callers to reach Modular Messaging subscribers
live.

Find Me is not supported for analog integrations.

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Table 5-1. Key features and capabilities

Feature and capability Description and benefits

Notify Me This feature provides:

! Automatic notification capabilities: Notifies subscribers

of new Call Answer messages that meet certain
subscriber-specified criteria.

! Caller-requested notification capabilities: Notifies

subscribers of missed incoming calls, provided the
caller requests that the subscriber be notified.

The notification is sent as an e-mail message that can be
directed to any e-mail address, which might not be a
conventional mailbox. For example, via a suitable gateway,
the address could identify a pager, or an SMS cell phone, or
any other e-mail-enabled notification mechanism.

Message Waiting Indicator (MWI) This feature alerts subscribers that new messages are

waiting by using a lamp indicator or a stutter dial tone.

1. Some of these features may not be available with all switch integrations

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Modular Messaging—MSS

In addition to the features described in Table 5-1 on page 5-2, there are
some features and capabilities that are specific to Modular Messaging—
Message Storage Server (MSS). Table 5-2 discusses these features.

Table 5-2. Features and capabilities of Modular Messaging—MSS

Feature and capability Description and benefits

Voice and fax messaging

Modular Messaging features

Combined voice and fax messaging
capabilities

Telephone user interface (TUI) for accessing, sending, and composing messages

The MSS stores voice, fax, and text messages, and
messages with binary attachments.

Choice of TUIs Modular Messaging provides two TUIs—the Aria TUI for

Modular Messaging and the AUDIX TUI for Modular
Messaging. TUIs are assigned to subscribers on a
class-of-service (COS) basis.

Receive, respond to, and send
messages

Subscribers can receive, reply to, forward, and send voice
and fax messages over the telephone.

Future delivery Subscribers schedule messages for future delivery. The

message is kept in the sender’s mailbox and not delivered
until scheduled.

Printing fax messages From the TUI, subscribers can print fax messages to a

default fax destination or to a new fax destination. When
calling from a fax machine, subscribers can print the current
fax message in the same call, thus terminating the
subscriber log-in session. For more information, see

Printing fax messages

System lists and sending restrictions

on page 7-11.

Enhanced-list application (ELA) An ELA is a Modular Messaging—MSS system list that

enables subscribers to deliver messages to a large number
of recipients. Subscribers can address messages to these
lists from the TUI and from a PC, or by calling the
extension associated with an ELA list.

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Table 5-2. Features and capabilities of Modular Messaging—MSS

Feature and capability Description and benefits

Broadcast messages via broadcast
ELA lists

Enterprise-wide class of restrictions
and sending restrictions

Personal distribution lists (PDLs)

Creating and managing PDLs

Modular Messaging—MSS administrators can designate
any Enhanced-List Application (ELA) system list to be a
local broadcast list. A broadcast message is sent to all local
subscribers and to all list members.

The Modular Messaging TUIs identify broadcast messages
and present new broadcast messages before other messages.
The TUIs also announce the number of broadcast messages.

Modular Messaging Web Client and Client Add-in for
Microsoft Outlook provide visual indicators for
identification of broadcast messages.

Modular Messaging administrators can prevent the delivery
of messages from certain originators to specific groups of
mailboxes residing within the Modular Messaging system.
Thus, administrators can prevent unwanted enhanced-list
usage and unauthorized broadcast message creation.
Administrators can also isolate mailboxes that should not
receive inbound traffic.

Subscribers can create new PDLs and modify or delete
existing PDLs from the Modular Messaging TUIs and from
Subscriber Options.

Addressing messages to PDLs Subscribers can address messages to PDLs from the

Modular Messaging TUIs, Client Add-in for Microsoft
Outlook, Modular Messaging Web Client, and any
standards-based e-mail client.

Message privacy

Mark Call Answer messages as
private

Administrators can configure the system to enable callers to
mark Call Answer messages as private. For more
information, see Creating private Call Answer messages
page 5-44.

on

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Table 5-2. Features and capabilities of Modular Messaging—MSS

Feature and capability Description and benefits

Modular Messaging features

Marking of and access to private
messages

Subscribers can use the Modular Messaging TUIs, Modular
Messaging Web Client, and UCC Speech Access to mark
messages as private and to access private messages. With
the appropriate privacy settings, subscribers can also use
Client Add-in for Microsoft Outlook and standards-based
clients to mark messages as private and to access private
messages. For more information, see Creating private

messages on page 5-42 and Accessing private messages on

page 5-43.

Modular Messaging Web Client provides an administrative
configuration to support only dual-connect
(telephone-playback only) mode. This prevents voice
messages from being played locally on the PC,
downloading of voice messages, and caching of voice
messaging on the PC.

Privacy Enforcement Level (PEL)
settings

Administrators can use these system-wide privacy
parameters to determine which clients support access to
messages and the level of privacy these clients enforce. For
more information, see The Privacy Enforcement Level

privacy parameter on page 5-45.

Restrict client access Administrators can use this class-of-service (COS) setting

to determine if clients are permitted access to messages. For
more information, see The Restrict Client Access COS

on

page 5-48.

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Avaya Modular Messaging Concepts and Planning Guide

Modular Messaging—Exchange and Modular Messaging—Domino

In addition to the features described in Table 5-1 on page 5-2, there are
some features and capabilities that are specific to the Microsoft Exchange
and IBM Lotus Domino message stores. Table 5-3 discusses these
features.

Table 5-3. Key features and capabilities of Modular Messaging—Exchange and Modular Messaging—
Domino

Feature and capability Description and benefits

Voice, fax, and e-mail messages in a single platform of choice - Microsoft Exchange or IBM Lotus
Domino

Allows voice, fax, and e-mail
messages to be stored in the

Provides a single interface for accessing voicemail and

corporate e-mail messages.
platform of choice – Microsoft
Exchange, or IBM Lotus Domino.

Telephone user interface (TUI) for accessing, sending, and composing messages

Receive, respond to, and send
messages

Subscribers can receive, reply to, forward, and send voice,

fax, text, and corporate e-mail messages over the telephone.

Avaya Modular Messaging reads corporate e-mail messages

and subject headers using e-mail readers for text-to-speech

conversion.

Print messages Subscribers can print e-mail or fax messages with TIFF

attachments.

Read receipt and delivery receipt Modular Messaging—Exchange supports request for read

receipt from the TUI.

Future delivery Subscribers schedule messages for future delivery. The TUI

marks the message with a deferred delivery time before

sending it out of the sender’s mailbox. The Exchange

message transport holds the message internally until the

scheduled delivery time. At the scheduled delivery time,

Exchange delivers the message in the mailbox of the

intended recipient.

(Not available with Avaya Modular Messaging—IBM

Lotus Domino version).

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Text-to-speech conversion capability

Modular Messaging provides a licensed speech synthesis software so that
subscribers can hear the envelope and subject information of messages
and text names over the telephone using a computer-generated spoken
voice.

Modular Messaging makes use of e-mail readers for text-to-speech (TTS)
conversion. TTS is also used for name confirmation when a recorded
name is not available.

Multilingual text-to-speech

Subscribers of Modular Messaging—Exchange and Modular
Messaging—Domino can also hear the contents of their corporate e-mail
messages over the telephone, by virtue of TTS conversion.

Organizations that receive e-mail in more than one language can enable
multilingual TTS. Multilingual TTS identifies the language of e-mail
messages and reads them in that language. For more information, see
Table 1-1 on page 1-5.

Modular Messaging features

Modular Messaging supports the following TTS engines:

! ScanSoft RealSpeak Telephony 3.5 for all languages that

Modular Messaging supports.

Modular Messaging provides ScanSoft RealSpeak Telephony 3.5
as the default TTS engine. All new installation of Modular
Messaging will provide support only to the ScanSoft RealSpeak
Telephony 3.5 engine.

! Fonix DECTalk for English conversions and ScanSoft RealSpeak

TTS3000 for all non-English conversions

Modular Messaging continues to support Fonix DECTalk and
ScanSoft RealSpeak TTS3000 for customers that are upgrading
from Unified Messenger 5.0. However, Avaya recommends
ScanSoft RealSpeak Telephony 3.5 for high quality TTS
conversion.

! Microsoft TTS, for English conversions only.

Microsoft TTS is a simple TTS software used only to test the
system configuration

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Notes:

! Modular Messaging does not permit ScanSoft RealSpeak

Telephony 3.5 to be mixed with any other TTS engine in a voice
mail domain.

! TTS services are licensed. The license data applies to the entire

voice mail domain, and specifies the maximum number of
concurrent TTS conversions permitted.

! Some customers may implement extra security in their Microsoft

Exchange or IBM Lotus Domino environment and encrypt each
e-mail message. The TTS conversion capability is not capable of
reading encrypted e-mail messages.

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SNMP with Modular Messaging

Simple Network Management Protocol (SNMP) is a protocol used for the
management and monitoring of network elements. There are two kinds of
SNMP software - a manager, which makes configuration requests and
receives notifications, and an agent, which acts on behalf of the managed
or monitored element to respond to configuration requests and generate
notifications. An SNMP manager is often referred to as a Network
Management Station (NMS).

In the Modular Messaging context, the messaging application server
(MAS) and the Avaya Message Storage Server (MSS) are the managed
systems that interact with NMSs by means of SNMP.

SNMP can be used with Modular Messaging to perform the following
tasks:

! An NMS can perform queries to retrieve information from an

MSS. SNMP is read-only in the Modular Messaging system,
meaning that an NMS can query an MSS for information, but
cannot change that information.

Modular Messaging features

The Avaya MSS supports SNMP versions 1, 2c, and 3, whereas the MAS
supports SNMP versions 1 and 2c.

SNMP system queries

The Avaya MSS provides support to SNMP queries from Network
Management Stations (NMSs). When a suitably administered NMS
queries an MSS, by means of SNMP GET requests, the NMS retrieves
read-only information defined by Management Information Base - II
(MIB-II).

SNMP GET requests are restricted to specifically administered Network
Monitoring Stations.

Note: With this release of Modular Messaging, the MAS does not

! Modular Messaging (the MAS and MSS) can send alarm

information to specified NMSs, using notifications or traps. For
more information, see SNMP alarm notification

on page 5-15.

provide support for SNMP GET requests Neither the MAS
nor the MSS provide support for SNMP SET requests.

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Logs and notifications

Since a messaging application server (MAS) runs on a standard Microsoft
Windows operating system, a variety of Microsoft Windows tools can be
used for monitoring the MAS services. These tools include:

! The Windows Performance Monitor to generate statistics and

performance information.

! The Windows Event Log to record and trace significant events or

alarms.

The MAS and the Avaya Message Storage Server (MSS) generate system
alarm and error logs that can be accessed using a command line interface
tool. This command line interface tool is called displog on the MAS.

Notifications that alarms generate can be sent to any one of the following:

! Avaya Services

Systems can be configured such that these alarm notifications are sent to a
service organization either using a dial-up modem to the Avaya
Initialization and Administration System (INADS) or by means of Simple
Network Management Protocol (SNMP) traps. The MSS can also use the
SNMP protocol to send these notifications to a customer NMS. For
details of SNMP traps, see SNMP alarm notification

If the system is configured for INADS alarms, MAS uses its built-in
dial-up modem, whereas the MSS uses the Remote Maintenance Board
(RMB) to send notifications to INADS.

MAS alarms and logs

Using the command line interface tools supplied with each MAS,
administrators can view the following logs:

! A network management station (NMS)

! A Business Partner. Business Partners need access to the Modular

Messaging system to receive these notifications

! Avaya Fault and Performance Manager with use of either Secure

Services Gateway (SSG) or Avaya Proxy Agent

on page 5-15.

! The event log, which contains events and errors generally of

interest to only technical services and development personnel.

Note: The event log is not the same as the Windows Event

Log.

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For information on configuring serviceability and on displaying event,
error, and alarm logs, see Avaya Modular Messaging Release 2

Messaging Application Server Administration Guide for Avaya Modular
Messaging with the Avaya MAS and MSS, 11-300243.

MSS alarms and logs

The Message Storage Server (MSS) has an application-level maintenance
infrastructure that provides automatic error recovery from many software
failures. The MSS raises alarms for hardware or software failures for
which automatic recovery actions are unsuccessful and a notification of
the alarm condition is sent to Avaya Services. The MSS also monitors
each MAS on a regular basis and raises an alarm if an MAS becomes
unresponsive for an extended period of time. This extended period of
time, known as the time-out value can be configured, and can even be set
to 0 to disable the time-out.

Modular Messaging features

! The administrator log, which contains events and errors that are

of interest to system administrators.

! The active alarms log, which contains information about alarms

that are currently active on the system. This log provides a
primary tool when problems occur.

! The resolved alarms log, which contains a history of and

information about alarms that have been raised and then resolved
on the system. This log can be useful in analyzing problems and
trends in the system.

The MSS hardware platform includes a Remote Maintenance Board
(RMB) that autonomously raises an INADS alarm in the event that an
MSS processor fails or in response to various environmental problems.

The Avaya MSS uses a series of logs that provide a view of activities,
errors, and alarms. Reviewing the logs allows a system administrator to
reach a quick understanding of overall system status. MSS logs are
available from Web-based administration pages.

Logs record events that are useful for preventive maintenance, for
diagnosing problems and troubleshooting the server, and for spotting
trends or estimating future needs.

Log information is organized as follows:

! The Administrator’s log, which contains events and errors that

are of interest to system administrators. Administrative events
can include problems that directly affect message processing,
such as full subscriber mailboxes and undeliverable messages.

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! The Alarm log, which contains descriptions of all significant

problems detected by the system. The alarm log contains active
alarms and resolved alarms.

! The Maintenance log, which contains descriptions of all reported

maintenance events.

! The Administration History log, which identifies administrative

events that occur on the system. These events include information
about any changes to your system, such as logins, command line
entries, reports that were run, or changes to software.

! The Backup and Restore log. The Backup log informs

administrators that a partial unattended backup was successfully
completed. When an unattended backup does not successfully
occur, the system backs up the System data and as much of the
Names and Greetings and messages data types as possible. This is
called a partial unattended backup. The Restore log contains a list
of all the files that were restored and information about any errors
that occurred during the restore. If the restore was not successful,
the log contains an explanation of why the restore process failed.

! The VM Start-up log. When the system reboots, or when the

Messaging software or Voice Module restarts, the system
regenerates the VM Start-up Log. The VM Start-up Log provides
information about the Messaging software for the following
situations:

— During a restart, the log shows the progress of the restart and

information on the state of the Messaging software.

— During a system update from one software release to the next,

the log shows the progress of the data update.

— During normal system operation, the log provides the last

start date of the Messaging software. Note that the Messaging
software restart date is not necessarily the same as a system
reboot.

! Internet Messaging logs. Most of the Internet Messaging logs

contain information about occurrences at each stage in the
messaging process.

! Enhanced-List Delivery Failure Log. This log provides

information on failed ELA deliveries, and contains information
such as the delivery failure date, time, the mailbox number of the
originator of each failed message, the Enhanced-List to which the
originator sent the message, the last Enhanced-List visited in a
nested Enhanced-List hierarchy before the message failed, the
name of the intended recipient of each failed message, the
mailbox number of the intended recipient of each failed message,
and the detailed reason for each delivery failure.

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! The Installation and Removal logs. These logs contain

SNMP alarm notification

Customers can extend their existing Simple Network Management
Protocol (SNMP) alarm notification functionality to messaging
application server (MAS) units and to the Message Storage Server (MSS).

Important: Avaya does not supply NMS units. Customers or Business

Modular Messaging features

information about the installation, update, and removal of
software packages.

Partners that choose to use SNMP alarm notification with
their MAS units and MSS must ensure that:

— The NMS is installed, set up, and tested prior to technicians

arriving onsite for the Avaya Modular Messaging installation
or upgrade

— The MAS and the MSS communicate with the SNMP NMS

When an MAS or the MSS enters an alarm state, it can notify service
personnel of its alarm state by sending SNMP alarm traps to a pre-defined
NMS. In some SNMP versions, traps are also called notifications or
informs.

Modular Messaging can send alarm notifications of major alarms, minor
alarms, and warnings:

! To send alarm notifications of major alarms or of major and

minor alarms, Modular Messaging sends SNMP traps to Avaya
service personnel or Business Partners. These SNMP traps are
defined in the Avaya SNMP MIB, and conveys the following
information in its payload:

— A notification object inadssnmpAlarm, as defined in the

Avaya SNMP MIB.

— inadssnmpAlarm contains two objects in its payload,

inadssnmpAlarm Message and inadssnmpAlarmTime. Both
inadssnmpAlarm Message and inadssnmpAlarmTime are
defined in the Avaya SNMP MIB.

! In addition to sending major and minor alarms via SNMP traps,

the MSS can be configured to send traps indicting warnings,
major alarms, and minor alarms to one or more additional
customer NMSs. These traps are defined in the Avaya OAM
MIB. These additional customer NMSs cannot acknowledge the
receipt of traps.

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How an NMS
acknowledges the
receipt of an SNMP
trap

An NMS can acknowledge the receipt of an SNMP alarm trap defined in
an Avaya SNMP MIB with a return trap. With this acknowledgement
method, the NMS acknowledges the receipt of an alarm trap by returning
an SNMP acknowledgment trap. Customers that opt for this
acknowledgment method must configure the NMS to generate such return
traps.

The objects that the SNMP alarm acknowledgment trap contains are
defined in the Avaya SNMP MIB. The SNMP alarm acknowledgement
trap conveys the following information in its payload:

! A notification object inadssnmpAck, as defined in the Avaya

SNMP MIB. inadssnmpAlarmAck describes whether the
manager has successfully received the SNMP alarm trap.

! inadssnmpAck contains two objects in its payload,

inadssnmpAlarmAck and inadssnmpAlarmTime. Both
inadssnmpAlarmAck and inadssnmpAlarmTime are defined in
the Avaya SNMP MIB.

— The value of inadssnmpAlarmTime must be the same as that

passed in the SNMP alarm trap.

— inadssnmpAlarmAck returns a value of either "so 2 " to

indicate that it has successfully received the alarm trap, or "so
3 " to indicate that it has not received the alarm trap.

The MAS and the MSS can also be configured to consider an SNMP trap
acknowledged using a ping surround method. With this acknowledgment
method, the MAS and the MSS generate a ping command to the NMS,
prior to sending an alarm trap. If the MAS and MSS receive a ping
response, they send the trap. If they do not receive a ping response, they
keep trying at 5-minute intervals until they receive a response from the
NMS, and then send the trap.

After sending the trap, the MAS and MSS send another ping request. If
they receive another ping response from the NMS, the system assumes
that the trap was received on the NMS. If the MAS and MSS do not
receive another ping response from the NMS, the system assumes that the
trap was not sent successfully. In this case, the trap is rescheduled to be
sent at 5-minute intervals until it is successfully sent.

Note: Avaya encourages customers to use return traps to

acknowledge the receipt of SNMP traps, as the ping surround
acknowledgment method does not actually guarantee that the
trap was received.

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Licensing

Modular Messaging features

Avaya controls the use and access of some of Avaya Modular Messaging
features by use of licences, which the customer must purchase. The
features that Avaya controls using licensing include:

! The platform the customer wants to use for the message store

(Avaya MSS, Microsoft Exchange, or IBM Lotus Domino)

! The number of seats (mailboxes enabled for Modular Messaging)

the customer wants to use

! The maximum number of concurrent text-to-speech (TTS)

sessions the customer wants to use

Customers can view the licensing for their system using the Licensing
utility in the Voice Mail System Configuration application.

The license for the number of seats the customer wants to use counts the
number of Modular-Messaging-enabled mailboxes in the voice mail
domain.

With Microsoft Exchange or IBM Lotus Domino message stores, after
administrators have created mailboxes for subscribers, they must enable
Modular Messaging. A subscriber whose mailbox is not enabled for
Modular Messaging cannot make use of Modular Messaging features, but
can still receive voicemail from other voicemail-enabled subscribers.

For Microsoft Exchange or IBM Lotus Domino message stores, the
number of e-mail mailboxes may be less than, equal to, or greater than the
number of purchased seats. For example, a customer that intends to
enable all mailboxes for voicemail and is planning to add subscribers,
may require fewer e-mail mailboxes than seats. Another example is of a
customer that needs only some of the e-mail mailboxes to be
voicemail-enabled. In this case, the number of e-mail mailboxes is greater
than the number of seats.

In a Modular Messaging—MSS system, the number of mailboxes can be
less than or equal to the number of licensed seats.

For more information on viewing license information, see Avaya Modular

Messaging Release 2 Messaging Application Server Administration
Guide for Avaya Modular Messaging with the Avaya MAS and MSS,
11-300243.

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Audio encoding formats

Avaya Modular Messaging supports the following audio encoding
formats:

! Global System for Mobile Communications (GSM) 6.10

! G.711 (A-law and µ-law)

Audio compression manager codecs for GSM and G.711 are available on
most Windows desktops. Voice messages recorded by using Modular
Messaging and sent to non-Modular Messaging users can be played back
by using Microsoft Sound Recorder or Media Player on a multimedia PC
without requiring any additional software.

GSM 6.10

This audio encoding format has a coding rate of approximately 13 kilobits
per second (kbps) or approximately 1.6 Kilobytes per second (KBps). A
message that is one minute long would require approximately 95.2 KB
storage space when encoded using the GSM format. One hour of GSM
requires 5.6 MB of space. GSM-encoded messages occupy less space,
approximately 20% of the space used by G.711.

The GSM format produces cell phone quality speech. GSM is the default
encoding format in Avaya Modular Messaging.

G.711

GSM does not support Telecommunication Device for the Deaf (TDD).

This audio encoding format has a coding rate of approximately 64 kbps or
approximately 8 KBps. A message that is one minute long would require
approximately 468.8 KB storage space when encoded using the G.711
format. One hour of G.711 requires 27.5 MB of space. G.711-encoded
messages occupy more space, approximately five times as much space as
GSM.

G.711 is an international standard telephony encoding format on a 64 kbps
channel. G.711 uses the Pulse Code Modulation (PCM) encoding scheme.
This is an 8-bit format that is used primarily for telephone quality speech.
G.711 has two variants: A-law and µ-law. Typically, A-law is for Europe
and µ-law for United States.

G.711 encoding produces high-quality recording, which is essential for
Teletypewriter (TTY)/TDD. Customer systems that use TTY/TDD with
Baudot tones must use G.711 audio encoding.

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G.711 encoding produces higher quality sound. If customers that use
GSM encoding find that sound quality is inferior, they may consider
changing to G.711 encoding for improved sound quality.

Notes:

1. If customers have upgraded from a version of Avaya Unified
Messenger Solution that used Rhetorex ADPCM, they can
continue to use the Rhetorex ADPCM format. However,
customers cannot create new voice mail domains that use
Rhetorex ADPCM. ADPCM is not available with Dialogic
telephony.

2. An MAS can play and record the GSM, G.711 A-law, and G.711
µ-law audio encoding formats. The single format specified by the
voice mail domain setting refers to the format used to record
voice messages, recorded names, and greetings by the TUI and
GUI clients. The G.711 format is used to record system and Caller
Application prompts.

3. A message store may contain some messages encoded with GSM
and some with G.711. This could happen if the encoding is
changed, or if networked-messages use a different encoder than
used in the MAS of its voice mail domain. For example, an MSS
may receive G.711-encoded messages from the MAS and
GSM-encoded messages from remote subscribers.

Binary size and MIME transfer size

Modular Messaging—MSS stores voice messages in their native binary
GSM or G.711 format, but uses the base64 encoding scheme to encode
audio data when transferring binary messages using Multipurpose
Internet Message Extensions (MIME). A binary message that is
base64-encoded, occupies about 37% more space than the original binary
message. For example, a message that originally occupies 300 KB will
occupy about 411 KB after base64 encoding.

When Modular Messaging—MSS subscribers use a standards-based
e-mail client to listen a message, the size of the message displayed by the
e-mail client is the MIME transfer size of the message, after base64
encoding. This size includes a 37% increase in size as compared to the
original size of the message, irrespective of the encoding format used
(GSM or G.711).

How message size
impacts message
transfer by GUI
clients

November 2004

When subscribers use a graphical user interface (GUI) client to retrieve a
voice message, the entire message may be downloaded to the client.

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The size of an encoded message (GSM or G.711 format) and the MIME
transfer size of a message affect the time GUI clients take to retrieve and
play these messages locally. However, in a corporate setting, retrieval of
messages takes place on a high-speed LAN, with a speed of 10 Mbps or
more. Hence, the size difference between the two encoding formats does
not noticeably affect message download time.

When subscribers connect to the network remotely, using a 56 Kbps
dial-up line, they may have an effective connection speed of 32 Kbps or
less. The transfer rate of a GSM or G.711-encoded message over such a
connection is at the most 4 KBps. Therefore, subscribers actually transfer
the binary content of voice messages at a rate of at most 2.9 KBps over
such a connection.

Thus, a GSM-encoded message is retrieved in about 0.55 times the length
of the message and a G.711-encoded message is retrieved in about 2.75
times the length of the message. For example, a GSM message that is one
minute long will take 33 seconds to download and a G.711 message of the
same length will take about 2.75 minutes to download.

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