Avaya 15-601063 User Manual
IP Office
Voicemail Pro
15-601063 Issue 20l - (03 March 2009)
© 2009 AVAYA All Rights Reserved.
Notice
While reasonable efforts were made to ensure that the information in this document was complete and accurate at the time of
printing, Avaya Inc. can assume no liability for any errors. Changes and corrections to the information in this document may be
incorporated in future releases.
Documentation Disclaimer
Avaya Inc. is not responsible for any modifications, additions, or deletions to the original published version of this
documentation unless such modifications, additions, or deletions were performed by Avaya.
Link Disclaimer
Avaya Inc. is not responsible for the contents or reliability of any linked Web sites referenced elsewhere within this
Documentation, and Avaya does not necessarily endorse the products, services, or information described or offered within
them. We cannot guarantee that these links will work all of the time and we have no control over the availability of the linked
pages.
License
USE OR INSTALLATION OF THE PRODUCT INDICATES THE END USER’S ACCEPTANCE OF THE TERMS SET FORTH
HEREIN AND THE GENERAL LICENSE TERMS AVAILABLE ON THE AVAYA WEBSITE AT
http://support.avaya.com/LicenseInfo/ (“GENERAL LICENSE TERMS”). IF YOU DO NOT WISH TO BE BOUND BY THESE
TERMS, YOU MUST RETURN THE PRODUCT(S) TO THE POINT OF PURCHASE WITHIN TEN (10) DAYS OF DELIVERY
FOR A REFUND OR CREDIT.
Avaya grants End User a license within the scope of the license types described below. The applicable number of licenses and
units of capacity for which the license is granted will be one (1), unless a different number of licenses or units of capacity is
specified in the Documentation or other materials available to End User. “Designated Processor” means a single stand-alone
computing device. “Server” means a Designated Processor that hosts a software application to be accessed by multiple users.
“Software” means the computer programs in object code, originally licensed by Avaya and ultimately utilized by End User,
whether as stand-alone Products or pre-installed on Hardware. “Hardware” means the standard hardware Products, originally
sold by Avaya and ultimately utilized by End User.
License Type(s): Designated System(s) License (DS).
End User may install and use each copy of the Software on only one Designated Processor, unless a different number of
Designated Processors is indicated in the Documentation or other materials available to End User. Avaya may require the
Designated Processor(s) to be identified by type, serial number, feature key, location or other specific designation, or to be
provided by End User to Avaya through electronic means established by Avaya specifically for this purpose.
Copyright
Except where expressly stated otherwise, the Product is protected by copyright and other laws respecting proprietary rights.
Unauthorized reproduction, transfer, and or use can be a criminal, as well as a civil, offense under the applicable law.
Third-Party Components
Certain software programs or portions thereof included in the Product may contain software distributed under third party
agreements (“Third Party Components”), which may contain terms that expand or limit rights to use certain portions of the
Product (“Third Party Terms”). Information identifying Third Party Components and the Third Party Terms that apply to them is
available on Avaya’s web site at: http://support.avaya.com/ThirdPartyLicense/
Avaya Fraud Intervention
If you suspect that you are being victimized by toll fraud and you need technical assistance or support, call Technical Service
Center Toll Fraud Intervention Hotline at +1-800-643-2353 for the United States and Canada. Suspected security
vulnerabilities with Avaya Products should be reported to Avaya by sending mail to: securityalerts@avaya.com.
For additional support telephone numbers, see the Avaya Support web site (http://www.avaya.com/support).
Trademarks
Avaya and the Avaya logo are registered trademarks of Avaya Inc. in the United States of America and other jurisdictions.
Unless otherwise provided in this document, marks identified by “®,” “™” and “SM” are registered marks, trademarks and
service marks, respectively, of Avaya Inc. All other trademarks are the property of their respective owners.
Documentation information
For the most current versions of documentation, go to the Avaya Support web site (http://www.avaya.com/support) or the IP
Office Knowledge Base (http://marketingtools.avaya.com/knowledgebase/).
Avaya Support
Avaya provides a telephone number for you to use to report problems or to ask questions about your contact center. The
support telephone number is 1 800 628 2888 in the United States. For additional support telephone numbers, see the Avaya
Web site: http://www.avaya.com/support.
Voicemail Pro Page 2
15-601063 Issue 20l (03 March 2009)IP Office
Contents
Voicemail Pro1.
..................................................................... 111.1 What is New
..................................................................... 131.2 Features of Voicemail Pro
..................................................................... 141.3 Supported Languages
..................................................................... 151.4 Number of Simultaneous Voicemail Users
Installing Voicemail Pro2.
..................................................................... 182.1 General Installation Requirements
............................................................................ 192.1.1 PC Specification
............................................................................ 232.1.2 Network Requirements
............................................................................ 242.1.3 Disk Space Requirements
............................................................................ 242.1.4 Web Server Operation
............................................................................ 242.1.5 Voicemail Email Connection
............................................................................ 242.1.6 ContactStore Operation
............................................................................ 252.1.7 Voicemail Pro Licenses
............................................................................ 262.1.8 User and Group Mailboxes
..................................................................... 272.2 Basic Voicemail Installation
2.2.1 Installing Compact Voicemail Pro Server and
............................................................................ 28
Client
2.2.2 Installing Typical Voicemail Pro Server and
............................................................................ 31
Client
2.2.3 Installing Custom Voicemail Pro Server and
............................................................................ 34
Client
2.2.4 Removing Software Features from a
............................................................................ 34
Voicemail Pro Installation
2.2.5 Configuring Windows 2003 to Work with Web
............................................................................ 35
Campaigns
............................................................................ 362.2.6 The Voicemail Pro Services
..................................................................... 382.3 Client Only Installation
............................................................................ 392.3.1 Installing the VoiceMail Pro Client Only
..................................................................... 412.4 Upgrading Voicemail Pro
............................................................................ 412.4.1 Upgrade from below version 3.2
............................................................................ 422.4.2 Upgrade from Version 3.2+
............................................................................ 432.4.3 Upgrade to Voicemail Pro
..................................................................... 442.5 Voicemail Email Installation
2.5.1 Installing VoiceMail Pro for SMTP Voicemail
............................................................................ 44
Email
............................................................................ 452.5.2 Domain Member
............................................................................ 492.5.3 Work Group Member
............................................................................ 562.5.4 Operation
..................................................................... 612.6 Centralized Voicemail Pro
............................................................................ 622.6.1 Planning Requirements
............................................................................ 622.6.2 Restrictions
............................................................................ 632.6.3 Licensing
2.6.4 Configuring the Remote System Voicemail
............................................................................ 64
Settings
..................................................................... 652.7 Text to Speech (TTS) Install
............................................................................ 662.7.1 Installing Generic Text to Speech
............................................................................ 662.7.2 Installing Avaya Text to Speech
............................................................................ 662.7.3 Using the Speak Text Action
............................................................................ 672.7.4 Text to Speech SAPI Controls
............................................................................ 702.7.5 Setting Up Text To Speech to Read Email
..................................................................... 712.8 UMS Web Services
............................................................................ 722.8.1 IMAP Installation
............................................................................ 752.8.2 Web Voicemail Installation
............................................................................ 822.8.3 Using Web Voicemail
............................................................................ 852.8.4 Using IMAP
..................................................................... 862.9 Troubleshooting
............................................................................ 862.9.1 Checking the Voicemail Pro Service
............................................................................ 882.9.2 The Voicemail Console
............................................................................ 902.9.3 Voicemail Pro User Log
............................................................................ 912.9.4 Tracing in Debug
Configuring Voicemail Pro3.
..................................................................... 983.1 IP Office Configuration
............................................................................ 983.1.1 Overview
............................................................................ 983.1.2 Identifying the Voicemail Server PC
............................................................................ 993.1.3 Configuring Voicemail for Individual Users
............................................................................ 1013.1.4 Configuring User Source Numbers
3.1.5 Setting Up Voicemail Transfer Options for a
............................................................................ 102
User
............................................................................ 1033.1.6 Voicemail Channel Reservations
............................................................................ 1053.1.7 Using Voicemail to Give Error Messages
..................................................................... 1063.2 Voicemail Pro Preferences
............................................................................ 1073.2.1 System Preferences
............................................................................ 1173.2.2 Control Panel Options
..................................................................... 1213.3 Fax Server Configuration
............................................................................ 1223.3.1 Fax Server Configuration
3.3.2 Setting the VoiceMail Pro System Fax
............................................................................ 123
Number
............................................................................ 1253.3.3 Setting up Fax Forwarding
............................................................................ 1253.3.4 Setting Up a User Defined Fax Number
............................................................................ 1263.3.5 Routing Fax Calls Using a Menu Action
3.3.6 Configuring an Analog Extension Number for
............................................................................ 127
Fax Use
............................................................................ 1283.3.7 Castelle Fax Server
Administration4.
..................................................................... 1324.1 Starting the Voicemail Pro Client
............................................................................ 1324.1.1 Logging in to the Voicemail Pro Server
..................................................................... 1354.2 Administrator Configuration
............................................................................ 1364.2.1 Changing Administrator Details
............................................................................ 1364.2.2 Deleting an Administrator
............................................................................ 1374.2.3 Resetting a Password
............................................................................ 1374.2.4 Releasing a Locked Administrator Login
..................................................................... 1384.3 General Administration
............................................................................ 1384.3.1 Changing the Inactivity Timeout
............................................................................ 1394.3.2 Changing Mailbox Operation Mode
............................................................................ 1404.3.3 Confirm Call Flow Download Window
............................................................................ 1404.3.4 Changing your Password
..................................................................... 1414.4 Routing Calls to Voicemail
............................................................................ 1424.4.1 Routing Calls to Voicemail
............................................................................ 1424.4.2 Transferring Calls to Voicemail
............................................................................ 1434.4.3 Using Short Codes to Access Voicemail
............................................................................ 1444.4.4 Using VM: to Access Voicemail
............................................................................ 1454.4.5 Voicemail Telephone Numbers
............................................................................ 1474.4.6 Example Call Flow
..................................................................... 1494.5 User Voicemail Access
............................................................................ 1504.5.1 Giving Users Button Access
............................................................................ 1524.5.2 Giving Users Access from Any Extension
4.5.3 Giving Users Access from an External
............................................................................ 153
Location
............................................................................ 1534.5.4 Creating a Trusted Location
..................................................................... 1544.6 Mailbox Access Controls
............................................................................ 1544.6.1 Telephony Operation Mode
............................................................................ 1554.6.2 Automatic Message Deletion
Contents
Voicemail Pro Page 3
15-601063 Issue 20l (03 March 2009)IP Office
............................................................................ 1554.6.3 Personal Distribution Lists
..................................................................... 1564.7 Hunt Group Voicemail
............................................................................ 1574.7.1 Hunt Group Configuration in IP Office
............................................................................ 1584.7.2 Configuring Message Waiting Indication
............................................................................ 1594.7.3 Configuring Group Broadcast
............................................................................ 1604.7.4 Using a Short Code to Collect Voicemail
............................................................................ 1614.7.5 Out of Hours Operation
............................................................................ 1624.7.6 Configuring Announcements
............................................................................ 1644.7.7 Customizing Announcements
............................................................................ 1654.7.8 Hunt Group Queuing
............................................................................ 1664.7.9 Customizing a Hunt Group Call Flow
..................................................................... 1684.8 Recording Calls
............................................................................ 1694.8.1 Call Recording Warning
............................................................................ 1704.8.2 Changing the Recording Time
............................................................................ 1704.8.3 Voice Recording Library (VRL)
............................................................................ 1714.8.4 Manual Call Recording
............................................................................ 1754.8.5 Automatic Call Recording
..................................................................... 1814.9 Announcements
............................................................................ 1814.9.1 Mandatory Announcement Example
............................................................................ 1824.9.2 Personal Announcements
..................................................................... 1834.10 Support for Callers with Impaired Hearing
............................................................................ 1844.10.1 Installing Voicemail Pro TTY Prompts
............................................................................ 1844.10.2 Changing User Locale
4.10.3 Advice for Mailbox Owners Using a TTY
............................................................................ 184
Device
4.10.4 Changing the Language Setting for a TTY
............................................................................ 185
Device
..................................................................... 1874.11 Changing Language
............................................................................ 1874.11.1 Supported Languages
............................................................................ 1884.11.2 Changing the Language of System Prompts
............................................................................ 1894.11.3 Changing the Language of Custom Prompts
..................................................................... 1904.12 Mobile Twinning
............................................................................ 1914.12.1 Example Call Flow
..................................................................... 1934.13 Remote Voicemail Notification
............................................................................ 1944.13.1 Callback
............................................................................ 1964.13.2 Outcalling
Using the Voicemail Pro Client5.
..................................................................... 2015.1 The Main Voicemail Pro Window
..................................................................... 2025.2 Toolbar Icons
..................................................................... 2035.3 Saving Changes and Making them Live
..................................................................... 2035.4 Importing and Exporting Call Flows
..................................................................... 2045.5 Including Other Files
..................................................................... 2055.6 Start Points
............................................................................ 2075.6.1 Default Start Points
............................................................................ 2085.6.2 Using Start Points
............................................................................ 2105.6.3 Viewing Call Flows as Text
..................................................................... 2115.7 System Variables
............................................................................ 2135.7.1 User Defined Variables
..................................................................... 2155.8 Creating Modules
............................................................................ 2155.8.1 Running a Module
..................................................................... 2165.9 The Conditions Editor
............................................................................ 2175.9.1 Using the Condition Editor
............................................................................ 2205.9.2 Calendar
............................................................................ 2215.9.3 Week Planner
............................................................................ 2225.9.4 Condition
............................................................................ 2225.9.5 Compare
Voicemail Pro Actions6.
..................................................................... 2256.1 Connections
..................................................................... 2266.2 Available Actions
..................................................................... 2296.3 Standard Action Tabs
............................................................................ 2296.3.1 General
............................................................................ 2306.3.2 Entry Prompts
............................................................................ 2316.3.3 Using the Wave Editor
............................................................................ 2336.3.4 Specific
............................................................................ 2336.3.5 Reporting
............................................................................ 2346.3.6 Results
..................................................................... 2356.4 Basic Actions
............................................................................ 2366.4.1 Generic
............................................................................ 2396.4.2 Speak Text
............................................................................ 2406.4.3 Menu
............................................................................ 2426.4.4 Goto
............................................................................ 2436.4.5 Disconnect
............................................................................ 2436.4.6 Home
............................................................................ 2436.4.7 Module Return
..................................................................... 2446.5 Mailbox Actions
............................................................................ 2456.5.1 Get Mail
............................................................................ 2466.5.2 Leave Mail
............................................................................ 2476.5.3 Listen
............................................................................ 2486.5.4 Voice Question
............................................................................ 2496.5.5 Campaign
..................................................................... 2506.6 Configuration Actions
............................................................................ 2516.6.1 Edit Play List
............................................................................ 2516.6.2 Record Name
............................................................................ 2526.6.3 Play Configuration Menu
............................................................................ 2536.6.4 Select System Prompt Language
..................................................................... 2546.7 Telephony Actions
............................................................................ 2556.7.1 Variable Routing
............................................................................ 2576.7.2 Route Incoming Call
............................................................................ 2576.7.3 Route by Call Status
............................................................................ 2586.7.4 Transfer
............................................................................ 2596.7.5 Whisper
............................................................................ 2606.7.6 Call List
............................................................................ 2616.7.7 Dial by Name
............................................................................ 2626.7.8 Conferencing Center
............................................................................ 2636.7.9 Assisted Transfer
............................................................................ 2656.7.10 Alphanumeric
..................................................................... 2676.8 Miscellaneous Actions
............................................................................ 2686.8.1 eMail
............................................................................ 2696.8.2 Open Door
............................................................................ 2706.8.3 Alarm Set
............................................................................ 2706.8.4 Clock
............................................................................ 2716.8.5 Post Dial
............................................................................ 2726.8.6 VB Script
............................................................................ 2736.8.7 Remote Call Flow
..................................................................... 2746.9 Condition Actions
............................................................................ 2756.9.1 Test Condition
............................................................................ 2766.9.2 Set User Variable
............................................................................ 2776.9.3 Test User Variable
............................................................................ 2786.9.4 Test Variable
..................................................................... 2806.10 Database Actions
............................................................................ 2816.10.1 Database Open
............................................................................ 2816.10.2 Database Execute
............................................................................ 2826.10.3 Database Get Data
............................................................................ 2826.10.4 Database Close
..................................................................... 2836.11 Queue Actions
Voicemail Pro Page 4
15-601063 Issue 20l (03 March 2009)IP Office
............................................................................ 2846.11.1 Queue ETA
............................................................................ 2856.11.2 Queue Position
Prompts7.
..................................................................... 2887.1 US English Intuity Prompts
..................................................................... 3017.2 English Non-Intuity Prompts
Voicemail Pro Examples8.
..................................................................... 3108.1 Using VB Script
............................................................................ 3118.1.1 VBScript Properties
............................................................................ 3178.1.2 VBScript Methods
..................................................................... 3368.2 IVR: Connecting Voicemail Pro to a Database
............................................................................ 3378.2.1 Example
..................................................................... 3468.3 Dial by Name
............................................................................ 3478.3.1 Example Call Flow
............................................................................ 3488.3.2 Adding a Record Name Module
............................................................................ 3498.3.3 Using the Name Table
............................................................................ 3498.3.4 Changing Full Names
..................................................................... 3508.4 Campaigns
............................................................................ 3518.4.1 Managing Campaigns
............................................................................ 3538.4.2 Customer Prompts
............................................................................ 3548.4.3 Customer Menu
............................................................................ 3558.4.4 Campaign Identification
............................................................................ 3558.4.5 Granting Access to a Campaign
............................................................................ 3578.4.6 Using the Web Campaign
Contents
Appendix9.
..................................................................... 3629.1 Installing IMS
............................................................................ 3639.1.1 IMS Limitations
............................................................................ 3649.1.2 IMS Components
............................................................................ 3659.1.3 IMS Client PC Requirements
............................................................................ 3669.1.4 IMS Server PC Requirements
............................................................................ 3679.1.5 IMS Server Installation
............................................................................ 3809.1.6 IMS Client Installation
............................................................................ 3989.1.7 Maintenance
............................................................................ 4099.1.8 Known Issues
..................................................................... 4189.2 Installing VoiceMail Pro as an ACM Gateway
..................................................................... 4209.3 Installing Networked Messaging (VPNM)
............................................................................ 4219.3.1 Requirements for VPNM
............................................................................ 4229.3.2 Installing VoiceMail Pro with VPNM Support
............................................................................ 4259.3.3 Configuring VPNM Preferences
............................................................................ 4289.3.4 Testing a VPNM Setup
..................................................................... 4299.4 IP Office to Avaya Interchange
............................................................................ 4299.4.1 Configuring the Avaya Intuity Audix
............................................................................ 4309.4.2 Configuring the Avaya Interchange
............................................................................ 4339.4.3 Configuring a DNS Server
............................................................................ 4339.4.4 Verification and Troubleshooting
...............................................................................437Index
Voicemail Pro Page 5
15-601063 Issue 20l (03 March 2009)IP Office
Chapter 1.
Voicemail Pro
Voicemail Pro Page 7
15-601063 Issue 20l (03 March 2009)IP Office
Voicemail Pro:
1. Voicemail Pro
The diagram illustrates a Voicemail Pro system with some of the setup options. Full details on the installation options
available are covered in the Installing Voicemail Pro section.
18
· IP Office Control Unit
The IP Office Voicemail Pro licenses are entered into the configuration of the IP Office system. The licenses are
required to activate Voicemail Pro features. An unlicensed Voicemail Pro service will run for two hours to allow
demonstration and testing. Licence keys are issued against and validated against the unique serial number of the
feature key dongle used by the the IP Office. For USB and parallel port feature key dongles, the dongle must be
installed on a PC running the IP Office Feature Key Server application.
· Voicemail Pro Server
The Voicemail Pro Service is installed on the Voicemail Pro server PC. This becomes the PC where messages and
other data are stored for the mailboxes and services provided by Voicemail Pro.
· Voicemail Pro Client
The Voicemail Pro Client is used to manage and configure the Voicemail Pro service. It can be installed on the
Voicemail Pro server PC or on a separate PC. Only one client can connect to the server at any time.
· Telephone Extension
For internal extensions, the voicemail server can be configure to send message waiting indication. By default this
is automatically done when the extension users own mailbox contains new messages.
· User's PC
The following applications can be used on a user's PC to access their messages:
· Phone Manager
IP Office Phone Manager can be used to display the number of new messages in a mailbox and to access that
mailbox. The Pro version of Phone Manager can also control the playback of the individual messages once a
mailbox has been accessed.
· Web Browser
If the Voicemail Pro server PC is also running Microsoft's IIS web server, users can access voicemail features.
· Web Campaigns
The web campaigns option can be used to collect spoken and key press responses to question from
callers and then display those responses to internal agents.
· Web Voicemail
For Voicemail Pro 4.2+, licensed users can be configured to access their own mailbox using a web
browser.
· Email Options
The voicemail server can interact with email systems in a number of ways:
Voicemail Pro Page 9
15-601063 Issue 20l (03 March 2009)IP Office
· Voicemail Email
Using either a MAPI client such as Outlook on the server PC or a connection to an SMTP email server,
Voicemail Pro can send email messages when a user has a new message. The email can be a simple
alert or can include an attached copy of the message. This options does not support synchronization of
messages between the users email program and their voicemail mailbox.
· IMAP
IP Office 4.2+ supports licensed users accessing their mailbox from an IMAP compatible email program
such as Outlook. This option includes synchronization between the voicemail messages in the email
client and the voicemail mailbox.
· Integrated Messaging Systems (IMS)
IMS allows the voicemail server to interact with a Microsoft Exchange Server. Users require an IMS
client component to be installed into their copy of Outlook.
· ContactStore Server
The current IP Office Voice Recording Library (VRL) application is Avaya IP Office ContactStore. The application can
be installed on the Voicemail Pro Server in a separate hard disk partition or on a separate server. The diagram
illustrates the option of installing ContactStore on a separate server.
Voicemail Pro is supplied on two CDs. The first CD contains the Voicemail Pro software. The second CD contains Avaya IP
Office ContactStore.
· The standard Voicemail Pro CD includes the software components for generic Text To Speech (TTS). Voicemail Pro
ScanSoft TTS is supplied on a separate set of 5 CDs. For more information, see the Installing Text to Speech
section.
65
Voicemail Pro Page 10
15-601063 Issue 20l (03 March 2009)IP Office
1.1 What is New
The following are summaries of the new features in IP Office Voicemail Pro releases.
Voicemail Pro:
Voicemail Pro 4.2
· IP Office Unified Messaging Service (UMS)
Two new methods for users to access their mailbox are now supported. The methods are mailbox access using
email applications that support IMAP (Internet Message Access Protocol) and mailbox access via web browsers.
The use of these requires the IP Office configuration to contain UMS Web Services licenses for the number of
required users.
· IMAP Service
72
The Voicemail Pro now includes an IMAP server. Users can then access their voicemail messages using email
clients such as Outlook and Lotus notes that support an IMAP Client. When connected, the IMAP client and
Voicemail Pro will synchronize messages in the mailbox with message files in the IMAP client. Playback is
through the sound facilities of the user PC.
· Web Voicemail Service
75
The Voicemail Pro web service allows users to access their mailbox using a web browser. This has been tested
with the Internet Explorer 7, Firefox 2 and Opera 9.10 PC browsers. This method of access requires Voicemail
Pro to be installed on a PC already running Microsoft's IIS web server. Users can select to have message
playback via an IP Office extension or through their PC's sound facilities.
· Test Variable Action
278
The existing Check Digits action has been replaced by a Test Variable action. This, in addition to offering the
capabilities of the Check Digits action, provides significant enhancements. In addition to being able to match the
user's DTMF input against a specified string offered by the Check Digits action, the Test Variable action allows
the testing of the contents of any system variable against known user extensions, hunt-groups, mailboxes and the
contents of another variable. This will allow callers to enter numbers via a menu action, that can be verified as
matching an existing extension or hunt groups prior to attempting to carry out transfers to otherwise potentially
non-existent numbers.
· Menu Action Invalid Input Handling
240
The Menu action has been enhanced. It now includes a control for the number of retries for the caller to make a
valid entry and an Invalid Input result for connection to following call flow actions. Also prompts can be selected
for playback whenever an invalid entry or entry timeout occurs.
· License and Service Status Display
When the Voicemail Pro client is connected to a Voicemail Pro server, the Help | About screen displays a list of
the licenses being used by the Voicemail Pro server. This license details include the validation status and capacity
of those licenses. The status of related services, for example the UMS IMAP server, are also listed.
· System Variable Length Increase
211
Previously the length of values stored by system variables has been limited to 64 characters. That maximum
length has been increased to 512 characters.
· Outcalling Configuration
In conjunction with Phone Manager 4.2, Voicemail Pro 4.2 allows users to adjust their outcalling settings through
using a visual menu within Phone Manager.
· Using the Phone Manager interface, users can now apply a delay between each notification call in an
escalation list.
71
Voicemail Pro Page 11
15-601063 Issue 20l (03 March 2009)IP Office
Voicemail Pro 4.1
In conjunction with IP Office 4.1, Voicemail Pro 4.1 supports the following new features:
· Windows Vista Support
Those components of Voicemail Pro previously supported on Windows XP Pro are now also supported on Windows
Vista (excluding Vista Home Basic and Vista Home Premium). The Voicemail Pro client is supported on Vista. The
Voicemail Pro server is supported on Vista but not with IMS or Web Campaigns.
· Automatic Recording Mailbox for Hunt Groups
By default automatic recordings for hunt groups are routed to the hunt group mailbox. Previously this could not be
changed except through customized call flows on the Voicemail Pro. An alternate mailbox destination can now be
specified through the Hunt Group | Voice Recording tab.
· Automatic Recording Mailbox for Account Codes
By default automatic recordings for account codes are routed to the mailbox of the user making the call. Previously
this could not be changed except through customized call flows on the Voicemail Pro. An alternate mailbox
destination can now be specified through the Account | Voice Recording tab.
· Call Data Tagging on Transfer Actions
The Transfer action now supports fields for setting the transfer source and description to display on phones
receiving the transfer. The ability to associate call data for MS-CRM via Assisted Transfer actions is now also
supported on Transfer actions.
· Call Transfer Announcements
The Transfer and Assisted Transfer actions can be configured to announce the transfer to the caller. The
258 263
announcement uses the recorded name of the mailbox associated with the transfer if available or the number if
otherwise.
· LIFO/FIFO Mailbox Operation
The default message playback order of First In-First Out (FIFO) can now be changed to Last In-First Out (LIFO).
This is separately adjustable for new, old and saved messages. These are set through the System Preferences |
Housekeeping tab (Administration | Preferences | General ).
111 111
· Time in Queue and Time on System Variables
Two new variables can be used in Queued and Still Queued call flows. They are $TimeQueued for the time in the
queue and $TimeSystem for the time the call has been on the IP Office system.
· Castelle Fax Server Support
The Voicemail Pro can be configured to recognize faxes of this type left in user's email mailboxes and include
announcement of there presence in the user's mailbox prompts.
· Hunt Group/Account Code Call Recording Destination
Previously the destinations for automatic call recording triggered by hunt groups or account codes could not be
changed except through a custom Voicemail Pro call flow. The IP Office 4.1 configuration now allows the required
destination for the call recording to be specified.
· $DDI System variable for DDI Numbers
This variable is available on DDI calls passed from the IP Office to the Voicemail Pro.
· Variable Routing (replaces the CLI Routing Action)
The existing CLI Routing action has been replaced by the Variable Routing action. This action allows the call
routing to be based on matching specified values to system variables such as $CLI and $DDI. The numbers to
which matching is performed can include wildcards such as ? for a single digits and * for any digits.
19
176
176
176
176
258
258
111
211
128
176
211
255
255
Voicemail Pro 4.0
In conjunction with IP Office 4.0, Voicemail Pro 4.0 supports the following new features:
· Upgrade
You can now upgrade without having to remove previous versions of the software.
· Outcalling
When a new voice message is left in a user's mailbox, notification can be automatically sent to a selected external
number. Notification can be sent for all new messages or only messages marked as priority. If there is no response
to the first notification there is an escalation capability. A user can configure their outcalling settings using their
telephone handset. Details on how to configure outcalling for individuals can be found in the Intuity Mailbox guide.
· Personal & Hunt Group Announcements
Personal announcements can be recorded. A caller will hear the user's personal announcement before being
transferred to voicemail, if available.
· Channel Reservations
Specific functions can have voicemail channels reserved for their use. The channels are reserved in IP Office
Manager. By default there are no reserved channels.
· Automatic Recording
Incoming call routes can be configured to be automatically recorded.
Voicemail Pro Page 12
42
196
181
103
175
15-601063 Issue 20l (03 March 2009)IP Office
Voicemail Pro: What is New
Feature
Embedded
Voicemail
Voicemail
Lite
Voicemail
Pro
Integration with Phone Manager Pro.
Create personal greetings.
1 only
1 only
9 max
Selection of voicemail transfer numbers
Play a greeting continuously.
Forward or copy a message to Email.
Listen to an Email using Text To Speech.
Send Email Notification.
*
Forward a voice message to another mailbox or multiple mailboxes.
Forward a voice message to multiple mailboxes using a Personal Distribution
List.
Forward a voice message with a header
Rewind Message
Fast forward a message
Skip a message
Pause a message
Skip Message
Set message priority
Control when old messages are automatically deleted.
Alphanumeric data collection
Give callers a choice of transfer options.
Call recording
Create Campaigns
Receive message notification at destinations configured by the user (known as
Outcalling).
Transfer to Fax
Reply to a message if CLI is available
Internal
Only
1.2 Features of Voicemail Pro
Voicemail Pro provides voicemail for every telephone on the system. Messages can be retrieved from a user's own
extension or from another telephone. Voice messages can also be forwarded to other voice mailboxes. Using Voicemail
Pro call flows can be created that can, for example, guide a caller to the correct extension.
Listed below are some of the differences between Embedded Voicemail, Voicemail Lite and Voicemail Pro. For a fuller
comparison, see the product description.
*Added in IP Office 4.2.
Voicemail Pro Page 13
15-601063 Issue 20l (03 March 2009)IP Office
1.3 Supported Languages
Brazilian Portuguese: ptb > pt > en.
Greek: el > en.
Chinese (Cantonese): zzh > en > enu.
Hungarian: hu > en.
Chinese (Madarin): ch > en > enu.
Italian: it > en.
Danish: da > en.
Korean: ko > en.
Dutch: nl > en.
Latin Spanish: eso > es > enu > en.
English UK: en.
Norwegian: no > en.
English US: enu > en.
Polish: pl > en.
Finnish: fi > en.
Portuguese: pt > ptb > en.
French: fr > frc > en.
Russian: ru > en.
French Canadian: frc > fr > enu > en.
Spanish: es > eso > en.
German: de > en.
Swedish: sv > en.
Turkey
[1]
: trk > tr > enu > en.
The voicemail system provides prompts to callers and mailbox users based on the Locale that is set in the System form
of IP Office Manager.
If the necessary set of language prompts is not available, the nearest available match is used. The list shows the first
choice language prompts that Voicemail Pro will try to use, followed by the second choice and so on. For example, if
prompts for users with their locale set to French Canadian are not available, Voicemail Pro looks for French prompts
instead, then English US and finally English UK. The abbreviations shown in the table indicate the language prompt folder
used in order of precedence.
Voicemail Pro server prompts can be installed in the following languages:
1. Turkish prompts are not provided or installed but the Turkish locale is recognized. English (US) prompts are used if
· TTY (Teletype (Textphone)) is included in the list of installable languages even though it is not a language. TTY is a
text-based system that is used to provide service to users with impaired hearing or vision. For more information, see
Support for Callers with Impaired Hearing:Overview .
Individual users can have their own Locale setting. Voicemail then provides them with the appropriate language prompts
if they are available. This is set either through the IP Office Manager User form or through the language choice on some
telephones. For more information, see the appropriate telephone User Guide.
The availability of a language in voicemail does not necessarily indicate support for IP Office in a country that uses that
language. Contact your local Avaya office for details of which countries support IP Office.
· All Voicemail
For calls to voicemail, the locale that is passed to voicemail to determine the prompt to play (if available) is:
· The user locale, if set, is used if the caller is internal.
· The incoming call route locale, if set, is used if caller is external.
· If the the possible locales above are not set, the system locale is used.
· The short code locale, if set, is used and overrides the options above if the call is routed to voicemail using the
short code.
installed, otherwise English (UK). Fallback route added as part of Voicemail Pro 4.2.
183
Voicemail Pro Page 14
15-601063 Issue 20l (03 March 2009)IP Office
Voicemail Pro: Supported Languages
IP Office
Maximum for
Voicemail Lite
Maximum for
Voicemail Pro
IP406 V2
420IP412430
IP500430
Small Office Edition
4
10
1.4 Number of Simultaneous Voicemail Users
All connections between the voicemail server and the IP Office are via the LAN using data channels. The maximum
number of data channels that can be used for voicemail operation at any moment are shown below.
Specific functions can have voicemail channels reserved for their use or may have channel restrictions. For more
information, see Voicemail Channel Reservations .
· Voicemail Pro Licenses
The actual number of ports available on Voicemail Pro is controlled by license keys entered through IP Office Manager.
For more information, see Voicemail Pro Licenses .
· The Voicemail Pro license enables 4 ports.
· Additional Voicemail Pro licenses can be added to enable further ports up to the maximum shown in the table.
· VoIP/VCM Channels
Though linked to the IP Office via a LAN connection, voicemail does not use VoIP VCM channels. The Voicemail Server
is seen as a device on the IP Office's TDM telephony interface.
· Calls to/from voicemail involving non-IP trunks and extensions do not use VCM channels.
· Calls to/from voicemail from IP trunks and extensions do use a VCM channel.
103
25
Voicemail Pro Page 15
15-601063 Issue 20l (03 March 2009)IP Office
Chapter 2.
Installing Voicemail Pro
Voicemail Pro Page 17
15-601063 Issue 20l (03 March 2009)IP Office
2. Installing Voicemail Pro
Voicemail Pro 4.2 can be installed with the following IP Office systems:
· Small Office Edition.
· IP406 V2.
· IP412.
· IP Office 500
Voicemail Pro is not supported on an IP Office 500 running in IP Office Standard Edition mode. To use this
application an IP500 Upgrade Standard to Professional license is required.
There are a number of different types of Voicemail Pro installation that can be performed. Ensure that you have read the
appropriate section for the installation required before attempting the actual installation. Each type of installation may
have specific pre-requisites that must be completed before the Voicemail Pro software installation.
2.1 General Installation Requirements
Here is a list of general requirements for all types of installation.
· A PC with IP Office Manager and Microsoft .NET Framework versions 2.0 installed on it. If .NET 2.0 is not detected, you
will be prompted to install it before the Voicemail Pro installation proceeds.
· An IP Office Feature Key and if necessary (ie. for parallel and USB feature keys) a PC running the IP Office Feature Key
Server application. Refer to the IP Office Installation Manual for details.
· Licenses based on the serial number of the IP Office Feature Key. This should include:
· A license for Voicemail Pro and any additional ports is required. If Voicemail Pro Server is installed without a
license it will run for 2 hours and then shut down. For more information,
· For IP500 systems an Upgrade Standard to Professional license.
· Licenses for any other Voicemail Pro components being installed, see Voicemail Pro Licenses .
· The IP Office Voicemail Pro CD.
Tips
· Before you start to install Voicemail Pro it is advisable to check that the PC that you are using can connect to the IP
Office unit and that you can load and save a configuration file using IP Office Manager.
· Switch off any PC and hard disk sleep, power down, suspend, hibernation modes.
· The Voicemail Pro software needs to be installed using an account with full administrator rights on the PC. The service
subsequently runs under that account. We recommend that a specific account is created for this purpose and set so
that its password does not expire.
25
Voicemail Pro Page 18
15-601063 Issue 20l (03 March 2009)IP Office
Installing Voicemail Pro: General Installation Requirements
Source
CD
IP Office Voicemail Pro 4.2 CD's (700459357)
ScanSoft TTS CD's (700293921)
DVD
IP Office 4.2 Applications DVD (700459340)
Languages
Chinese (Mandarin and Cantonese), Danish, German, Greek, English (UK), English (US), Spanish,
Latin Spanish, Finnish, French, French Canadian, Hungarian, Italian, Korean, Dutch, Norwegian,
Polish, Portuguese, Brazilian, Swedish.
IP500
IP Office Standard Edition, IP Office Professional Edition.
License
See below.
2.1.1 PC Specification
The PC specification given below are the absolute minimum. To avoid replacing the server when adding new applications
we recommend that at least a Pentium 4 2.8GHz or higher is used wherever possible.
This application requires various licenses entered into the IP Office configuration to control the features it offers and the
number of simultaneous connections, up to 30 on the IP412 and IP500 control units. The operation of Voicemail Pro can
be customized to provide special services.
The Voicemail Pro software can be installed as separate Voicemail Pro client and server parts. This allows the remote
administration of the Voicemail Pro server from a PC with just the Voicemail Pro client installed. A copy of the client is
automatically installed locally with the Voicemail Pro server.
The Voicemail Pro server part of the software consists of several components in addition to the core server software,
these are:
· Campaigns
The Voicemail Pro can be configured to run a campaign. This consists of a series of questions for which the
Voicemail Pro records the callers answer or key presses. The resulting recordings can then be played back by
users. The web aspect of campaigns allows user to perform this playback and processing of campaign recordings
via their web browser. This requires an IIS web server to be run on the same PC as the Voicemail Pro software.
· Text to Speech (TTS)
Through adding additional licenses, the Voicemail Pro is able to use the TTS functions of Windows to speak text
and numbers to callers in addition to recording prompts. This is intended mainly for scenarios where the Voicemail
Pro is obtaining text and number values from a customer database.
· UMS Web Voicemail
UMS allows users to access their voicemail mailbox using either an IMAP compatible email program or through
their web browser. UMS Web Voicemail requires the Voicemail Pro service to be installed on a server PC that has
IIS already present. It also installs PHP if not detected as already present.
· Integrated Messaging Service (IMS)
IMS allows synchronization between the users voicemail mailbox and their Microsoft Outlook via Microsoft
Exchange. IMS is not supported with UMS and vice versa.
· Installation on Windows Server Operating Systems
On many Windows server PC's, while the Windows Audio components are present by default they are not always
enabled. If this is the case the playback of voice prompts may be 'choppy' and the TTS (if installed) will not work. Note
however that enabling Windows Audio does not require the server PC to have a sound card installed.
1.Ensure that you have full administrator rights for the PC. This process will also require the PC to be restated.
2.In the Windows Control Panel select Sounds and Audio Devices.
3.If Windows Audio has not been enabled, select the Enable Windows Audio check-box.
Notes:
1. Use of the Large Fonts setting is not supported. Use of this option may cause options on some screens to become
inaccessible.
2. A 100Mbps network card is strongly recommended.
3. Free disk space requirements are also subject to the message storage required. For more information, see Disk
Space Requirements .
4. IMS and Web Campaigns options within Voicemail Pro are only supported on Windows Servers. Aspects of
operation such as Voicemail to Email, Integrated Messaging Pro (IMS), Web Campaigns, etc, are subject to further
requirements as listed in the relevant sections.
24
Voicemail Pro Page 19
15-601063 Issue 20l (03 March 2009)IP Office
Basic Voicemail Pro
Minimum PC Requirements
RAM
256MB
Hard Disk Free Space
2GB*
Processor:
- Pentium
P4 1.4GHz
- Celeron
Any 1.7GHz
- AMD
Any 1.4GHz.
*Also allow 1MB per minute for message and prompt storage.
Operating System Support
Server OS:
2000 Server
2003 Server
2008 Server
Client OS:
2000 Professional
XP Professional
Vista Business/Enterprise
Vista Ultimate
Minimum PC Requirements
RAM
512MB
Hard Disk Free Space
2GB*
Processor:
- Pentium
P4 2.8GHz
- Celeron
Not tested.
- AMD
Athlon XP 3000+, Athlon 64
*Also allow 1MB per minute for message and prompt storage.
Operating System Support
Server OS:
2000 Server
2003 Server
2008 Server
Client OS:
2000 Professional
XP Professional
Vista Business/Enterprise
Vista Ultimate
Minimum PC Requirements
RAM
512MB
Hard Disk Free Space
2GB*
Processor:
- Pentium
P4 2.8GHz
- Celeron
Not tested.
- AMD
Athlon XP 3000+, Athlon 64
*Also allow 1MB per minute for message and prompt storage.
Non OS Applications
IMS
Microsoft Exchange 2000
Yes
Microsoft Exchange 2003
Yes
Microsoft Exchange 2007
No
Microsoft Outlook 2003*
Yes
Microsoft Outlook 2007*
Yes
Operating System Support
Server OS:
2000 Server
2003 Server
2008 Server
Client OS:
2000 Professional
XP Professional
Vista Business/Enterprise
Vista Ultimate
Voicemail Pro plus UMS Web Voicemail and/or Campaigns
· Both Web Campaigns and UMS Web Voicemail require the IIS web server on the voicemail server PC to be
enabled.
· Windows 2008 Server IIS does not support legacy IIS applications such as Campaigns by default. This is
rectified by reinstalling IIS from the Windows installation disk, and selecting Legacy IIS support.
· UMS Web Voicemail will install PHP is not detected as already installed.
· UMS (IMAP or Web Voicemail) cannot be installed if IMS is installed and vice versa.
Voicemail Pro plus IMS
Note that IMS is not supported with UMS.
Voicemail Pro Page 20
15-601063 Issue 20l (03 March 2009)IP Office
Installing Voicemail Pro: General Installation Requirements
*Not supported in caching mode.
Voicemail Pro Page 21
15-601063 Issue 20l (03 March 2009)IP Office
Voicemail Pro plus IVR and or TTS
Minimum PC Requirements: Basic Voicemail Pro
RAM
512MB
Hard Disk Free Space
20GB*
Processor:
- Pentium
P4 2.8GHz
- Celeron
Not tested.
- AMD
Athlon XP 3000+, Athlon 64
Also allow 1MB per minute for message and prompt storage.
*Generic TTS only. The current ScanSoft TTS provided with Voicemail
Pro is not supported on Vista.
Operating System Support
Server OS:
2000 Server
2003 Server
2008 Server
Client OS:
2000 Professional
XP Professional
Vista Business/Enterprise
*
Vista Ultimate
*
Minimum PC Requirements: Basic Voicemail Pro
RAM
512MB
Hard Disk Free Space
10GB*
Processor:
- Pentium
P4 2.8GHz
- Celeron
Not tested.
- AMD
Athlon XP 3000+, Athlon 64
Also allow 1MB per minute for message and prompt storage.
Operating System Support
Server OS:
2000 Server
2003 Server
2008 Server
Client OS:
2000 Professional
XP Professional
Vista Business/Enterprise
Vista Ultimate
Component
Location - %ProgramFiles%\Avaya\IP Office\
Ports
Voicemail Pro Service
Voicemail Pro\VM\vmprov5svc.exe
UDP 50791.
UDP 50795.
ALL 50801.
ALL 8089.
VMPro Database
Voicemail Pro\VM\VMPDBSvc.exe
VPIM Client
Voicemail Pro\VPIMClient.exe
VMPro VPIM DBSVR
Voicemail Pro\VPIM\vpimdbsvr.exe
VMPro VPIM Receiver
Voicemail Pro\VPIM\VPIMReceiver.exe
VMPro VPIM Server
Voicemail Pro\VPIM\VPIMServer3.exe
IMS Admin
Voicemail Pro\IMS\IMSAdmin.exe
IMS Service Restart
Voicemail Pro\IMS\IMSServiceRestart.exe
IMS Gateway Service
Voicemail Pro\IMS\UMServer.exe
TCP 445.
TCP 593.
UDP 445.
UDP 593
IMS Voice Service
Voicemail Pro\IMS\VMServer.exe
IMS Security
Voicemail Pro\VM\IMSSec.exe
IMS Client for Outlook
%ProgramFiles%\Avaya\IMS Client\UMSForm.exe
TCP 445.
TCP 593.
UDP 445.
UDP 593.
· If the database being queried is located on the VM Pro server the query speed of the database will be affected by
the amount of memory available. Please take into account the memory requirements of the database being
queried.
Voicemail Pro plus Compact Call Center
· VM Pro and CCC can be run on the same server up to a maximum of 25 agents, 8 ports of VM Pro. Any Dual Core
CPU of 2.4Ghz and higher is supported.
Ports
Voicemail Pro Page 22
15-601063 Issue 20l (03 March 2009)IP Office
Installing Voicemail Pro: General Installation Requirements
2.1.2 Network Requirements
The PC should be configured and tested for TCP/IP networking.
We strongly recommend that the voicemail server PC is connected to the IP Office Control Unit directly or via a LAN
switch.
If directly connected, changing the settings of the PC network card to match the IP Office control unit can resolve some
issues. This should be done according to the PC or network card manufacturer's instructions. The options for IP Office
LAN ports are:
· IP412: Use LAN1 and half duplex.
· Small Office Edition, IP406 (V2) and IP500: Full duplex.
· All IP Office LAN ports are 10Mbps/100Mbps auto sensing.
If not directly connected, using any of the above settings must be supported and matched by the intervening network
equipment.
· The PC should have a fixed IP address. Although PCs in a DHCP network may retain the same IP address between
reboots this is not guaranteed.
· If the IP Office is acting as a DHCP server, it defaults to using 192.168.42.2 to 192.168.42.201 for DHCP clients.
This leaves 192.168.42.202 to 192.168.42.254 for devices that require fixed IP addresses.
Voicemail Pro Page 23
15-601063 Issue 20l (03 March 2009)IP Office
2.1.3 Disk Space Requirements
The following are only approximations:
· At least 2GB of free disk space is required on the operating system drive (by default c:), regardless of to which drive
Voicemail Pro is actually installed.
· A compact Voicemail Pro installation requires 130MB.
· A typical installation requires approximately 255MB.
· A custom installation, including VPNM and IMS requires up to 2GB of disk space. However, prompts and recorded
messages consume an additional 1MB of disk space per minute.
· For Avaya IP Office Small Office Edition, you can expect to require at least 200 minutes of message recording
space, that is 200MB.
· For a busy environment you can expect to require at least 1000 minutes of message recording space, that is
1GB.
· If you are installing the Client only, you can expect to require at least 170MB.
2.1.4 Web Server Operation
If web browser access is required, the Microsoft IIS Web Server must be installed on the server PC before Voicemail Pro
is installed:
· Microsoft web server products run as services and require Voicemail Pro to also run as a service. This applies on
Windows 2003 or XP.
· Internet Information Server 5.0 or higher is required.
2.1.5 Voicemail Email Connection
Voicemail Email operation is supported using either MAPI or SMTP. MAPI requires the Voicemail Pro server PC to have a
MAPI-compliant email client installed. For information, see Installing Voicemail Email:Overview .
If Text to Speech is installed, email text to speech is supported using MAPI. For more information, see Setting up Text to
Speech to Read Email .
In both of the above cases, full email sending from the server PC to a user PC should be configured and tested before
Voicemail Pro is installed. Testing should use the same PC user account under Voicemail Pro is to be installed.
70
44
2.1.6 ContactStore Operation
The current IP Office Voice Recording Library (VRL) application is Avaya IP Office ContactStore. This application and its
installation are documented separately.
However:
· IP Office ContactStore should be installed after Voicemail Pro has been installed and its operation verified.
· IP Office ContactStore must use a separate hard disk partition for its message archiving from that used by
Voicemail Pro for current mailbox messages. Use of a separate hard disk or installation onto a separate server PC
are alternatives.
· The use of RAID 1 or RAID 5 are recommended.
· The use of a DVD recorder for long-term archiving is recommended.
· A figure of 7.2MB per hour for archived recordings is given.
· The archived messages held by IP Office ContactStore are accessed via web browser using the port address 8888.
This port address is not configurable and so it is necessary to ensure that it does not conflict with any other web
server service running on the same server PC.
Voicemail Pro Page 24
15-601063 Issue 20l (03 March 2009)IP Office
Installing Voicemail Pro: General Installation Requirements
2.1.7 Voicemail Pro Licenses
The following License Keys can be used with Voicemail Pro. The license keys are entered into the IP Office configuration
using the IP Office Manager. If the Voicemail Pro server is installed without a license, it will run for 2 hours and then
shutdown.
· Voicemail Pro (4 ports)
This is the basic license for all Voicemail Pro operation and must be present. It also enables 4 ports.
· IP500 Upgrade Standard to Professional
The IP Office 500 does not support Voicemail Pro unless this license is present.
Additional Port Licenses
The port licenses control the number of ports (simultaneously connected calls into/from the Voicemail Pro server). Note:
The maximum number of ports supported for voicemail operation is set by the type of IP Office control unit. For more
information, see Number of Simultaneous Voicemail Users . Multiple port licenses can be used to achieve the number
of ports required.
· Additional Voicemail Pro (2 ports)
Enables 2 additional Voicemail Pro ports.
· Additional Voicemail Pro (4 ports)
Enables 4 additional Voicemail Pro ports.
· Additional Voicemail Pro (8 ports)
Enables 8 additional Voicemail Pro ports.
· Additional Voicemail Pro (16 ports)
Enables 16 additional Voicemail Pro ports.
Voicemail Pro Feature Licenses
These licenses enable the use of specific features within Voicemail Pro.
· Integrated Messaging
Enables operation of IMS with Voicemail Pro.
· VMPro VB Script
Enables use of VB Scripting through the VB Script action
· VMPro Database Interface
Enables database integration within call flows.
· VMPro TTS (Generic)
Enables use of text to speech facilities using the default Windows and third party TTS engines. One license per
simultaneous instance of TTS usage.
· VMPro TTS (ScanSoft)
Enables use of text to speech facilities using Avaya supplied TTS (ScanSoft) engines. One license per simultaneous
instance of TTS usage.
· Networked Messaging
Enables the use of Voicemail Pro Network Messaging.
· VMPro Recording Administrators
Allows call recordings to be transferred to a VRL (Voice Recording Library) application. The currently supported
application is ContactStore for IP Office.
· For centralized voicemail operation, a VMPro Recording Administrators license is required in each IP Office
system for which VRL support is required.
· UMS Web Services (IP Office 4.2+)
Allows the voicemail server to run IMAP and Web Voicemail services. The number of UMS Web Services licenses
set the number of users who can be configured to access either of those services.
15
Voicemail Pro Page 25
15-601063 Issue 20l (03 March 2009)IP Office
2.1.8 User and Group Mailboxes
The voicemail server creates mailboxes based on the user and hunt group names that are entered in the IP Office
Manager application. Whenever the Voicemail Pro is restarted or the IP Office configuration is changed, new mailboxes
are created for any new names that are found.
This method of operation has the following consequences:
· Mailboxes are based on names
For all users and groups, if their name is changed or deleted, they are no longer associated with their former mailbox
and any associated Voicemail Pro start points.
· Voicemail is case sensitive
If a mailbox or start point name is entered incorrectly in IP Office Manager or Voicemail Pro, the intended operation will
not occur and the call may be disconnected.
· Voicemail removes spaces at the end of mailbox names
If spaces are left at the end of a mailbox user's name in IP Office Manager, when the mailboxes are created, the space
at the end of the name is dropped. When this occurs the mailbox cannot be found as there is a mismatch between the
user name and directory.
Voicemail Pro Page 26
15-601063 Issue 20l (03 March 2009)IP Office
Installing Voicemail Pro: General Installation Requirements
2.2 Basic Voicemail Installation
When you complete a full Voicemail Pro installation you install the Voicemail Pro Server and Client together. With this
option you can select some or all Voicemail Pro features to install. You can choose a compact, typical or custom
installation.
Compact Installation
Choose the Compact option to install the minimum set of Voicemail Pro features. If only English language prompts are
required, this is the quickest way to install Voicemail Pro. For more information, see Installing Compact Voicemail Pro
Server and Client . The features installed are:
· The Voicemail Pro Client.
· The Voicemail Pro Server (installed as a Service on Windows 2003/XP Professional).
· Help files and .wav files for the Voicemail Prompts in English.
· Help files and wav files for the Voicemail Prompts in the Language closest to that of the target machine locale.
Typical Installation
Choose the Typical option to install the most commonly used Voicemail Pro features. This option is recommended for
most users.
· Everything in the compact installation.
· Voicemail Pro Campaign Web Component.
· All languages.
28
Custom Installation
Choose the Custom option if you would like to choose the Voicemail Pro features to install. This option is recommended
for advanced users only. The following features are pre-selected and will be installed unless you choose not to install
them:
· Voicemail Pro Client.
· Voicemail Pro Server (installed as a Service on Windows 2003/XP Professional).
· Voicemail Pro Campaign Web Component.
· Help files and .wav files for the Voicemail Prompts.
· Help files and .wav files for the Voicemail Prompts in the Language closest to that of the target machine locale.
· Other supported language options.
Voicemail Pro Page 27
15-601063 Issue 20l (03 March 2009)IP Office
2.2.1 Installing Compact Voicemail Pro Server and Client
If you are upgrading an existing Voicemail System, see Upgrading a Voicemail Pro System .
The compact (basic) installation of Voicemail Pro provides:
· The Voicemail Pro Client.
· The Voicemail Pro Server (as either an executable program or service according to the Windows version).
· Appropriate prompts for the selected installation language.
· Help files and .wav files for Voicemail Prompts in English.
· Help files and .wav files for Voicemail Prompts in the language closest to that used by the locale of the target
machine.
This is the minimum set of components that you need to run Voicemail Pro. Of all of the setup types, compact Voicemail
Pro is likely to take up the smallest amount of space but this depends on the language selections.
The process for installing a compact Voicemail Pro Server and Client comprises the following key steps:
1. Completing the pre-installation steps described in this section.
2. Installing the Voicemail Pro software as described in this section.
Before you begin:
1. Log on to the server PC using the account under which you intend the Voicemail Pro server or service to run. This
account must have full administrator rights to the local PC.
· Recommendation: Create a new user account called Voicemail and give it full administrator rights on the
PC. This will help to identify the purpose of the account. Set the account password so that it does not expire.
2. In IP Office Manager, check that the correct licenses for Voicemail Pro are installed and show a status of Valid. For
basic Voicemail Pro, the licenses required are:
· Voicemail Pro (4 ports) plus Additional Voicemail Pro (X ports) licenses up to the total number of ports
required or supported by the IP Office.
· Installation on Windows Server Operating Systems
On many Windows server PC's, while the Windows Audio components are present by default they are not always
enabled. If this is the case the playback of voice prompts may be 'choppy' and the TTS (if installed) will not work. Note
however that enabling Windows Audio does not require the server PC to have a sound card installed.
1.Ensure that you have full administrator rights for the PC. This process will also require the PC to be restated.
2.In the Windows Control Panel select Sounds and Audio Devices.
3.If Windows Audio has not been enabled, select the Enable Windows Audio check-box.
41
Voicemail Pro Page 28
15-601063 Issue 20l (03 March 2009)IP Office
Installing Voicemail Pro: Basic Voicemail Installation
To install compact Voicemail Pro Server and Client:
1. Insert the IP Office Voicemail Pro CD. The installation should auto-start. If it does not auto-start, click Browse to
locate Setup.exe on the CD and then run it. The Choose Setup Language window opens.
2. Select the installation language. This language is used for the installation and for the default language prompts.
3. Click OK. Installation preparation begins.
4. Voicemail Pro 4.2+ requires Microsoft .NET 2.0 Framework. If this version is not detected, you are prompted to
install it. Click Yes to install Microsoft .NET 2.0 Framework.
If the following window opens, Voicemail Pro is already installed. You need to upgrade rather than install a new
version. For more information, see Upgrading a Voicemail Pro System . Otherwise the IP Office Voicemail Pro
installation starts and the Welcome window opens.
41
5. In the Welcome window, click Next. The Customer Information window opens.
6. In the Customer Information window, type a user name and the company name or use the default names that are
proposed. These settings do not affect Voicemail Pro when it is installed.
7. In the same window, choose the option that determines who should be able to use Voicemail Pro when it has been
installed. The recommended option is Anyone who uses this computer (all users).
8. In the Customer Information window, click Next. The Choose Destination Location window opens.
9. In the Choose Destination Location window, click Browse and locate the folder where the Voicemail Pro files are to
be installed. Otherwise, click Next to use the proposed folder. The Messaging Components window opens.
10. In the Messaging Components window, highlight Voicemail Pro (Full).
11. Click Next. The Setup Type window opens.
12. In the Setup Type window, select Compact.
13. Click Next. The Service Account Name window opens. Details of the default administrator account are already
filled in.
14. In the Service Account Name window, type the User Name and Password for the user account under which the
Voicemail Pro service should log on and run. This should be the Voicemail account created previously on the
domain and Exchange server. Alternatively, click Browse and select from the list of available PC or network
accounts.
15. Click Next. The Select Program Folder window opens. By default, the program folders are created in a folder called
IP Office. You can specify a different folder or select one from the list of existing folders. To specify a different
folder, type the folder name in the Program Folders box. Alternatively, to use an existing folder, highlight a name
in the list of existing folders.
16. Click Next. The account details that you have entered are verified.
17. If you entered a new user name, a message is displayed to ask if you want to create a new PC user account with
the specified name and password. Click Yes.
18. Click Next. A summary of the components that are about to be installed is shown. Check that this list is as
expected. If for any reason the details are not what you expect, click Back and make the necessary changes.
Voicemail Pro Page 29
15-601063 Issue 20l (03 March 2009)IP Office
When you are satisfied that the details are correct, click Next to start copying the files.
19. The Setup Status window opens to keep you informed while the installation takes place.
20. When the installation is complete you are prompted to restart the computer. Choose Yes I want to restart my
computer now.
21. Click Finish to restart now.
22. When the computer restarts, log back in.
23. The IP Office Voicemail Pro - ACM Gateway Settings window opens. In the Mail Server box, type the name of the
mail server to use.
24. Choose Message Networking/Interchange to use Interchange or Modular Messaging to use Modular Messaging.
25. Click Next. The IP Office Voicemail Pro - Email Settings window opens.
26. Enter the name of the email account to use or click Browse and select an account to use.
27. Click Next. The IP Office Voicemail Pro SMTP Email Settings window opens.
28. In the Mail Server box, type the name of the SMTP mail server or use the name that is proposed. This should be
the fully qualified domain name.
29. In the Port Number box, type the number of the receiving port on the SMTP mail server. The default is 25.
30. To enforce server authentication, check the Server Requires Authentication box. This is optional. If you check
it you also need to provide the Account Name and Password that need to be entered. You can also choose whether
or not to set the Use Challenge Response Authentication option.
31. Click Finish. An attempt is made to validate the email settings. An error message is displayed when the attempt to
connect with an SMTP server fails.
32. Click OK to acknowledge the message. You have now finished installing the Voicemail Pro Server and Client
software. See Starting the Voicemail Pro Server .
36
Voicemail Pro Page 30
15-601063 Issue 20l (03 March 2009)IP Office
Loading...