Avaya 15-601067 User Manual
IP Office
Embedded Voicemail Installation Guide
15-601067 Issue 4 (25 May 2006)
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Page 2 Embedded Voicemail Installation Guide
15-601067 Issue 4 (25 May 2006) IP Office
Table Of Contents
Introduction................................................................................................................................5
About this Guide.......................................................................................................................................5
IP Office Embedded Voicemail .................................................................................................7
Overview..................................................................................................................................................7
What's New in IP Office 3.0......................................................................................................................8
Embedded Voicemail Mailbox Features....................................................................................................9
Languages Supported............................................................................................................................10
Upgrading to IP Office 3.0......................................................................................................................10
Installing Embedded Voicemail ..............................................................................................11
Overview................................................................................................................................................11
Setup Information...................................................................................................................................12
System Settings.................................................................................................................................12
User Mailboxes..................................................................................................................................12
Hunt Group Mailboxes.......................................................................................................................13
Auto Attendant Setup.........................................................................................................................14
Time Profiles.................................................................................................................................14
Menu Actions ................................................................................................................................15
IP406 V2 Installation...............................................................................................................................16
1. Requirements ................................................................................................................................16
2. Install the Memory Expansion Card................................................................................................16
3. System Configuration.....................................................................................................................16
Small Office Embedded Voicemail Installation........................................................................................17
1. Requirements ................................................................................................................................17
2. Checking for Voice Compression Channels ...................................................................................17
3. Install the Memory Expansion Card................................................................................................17
4. System Configuration.....................................................................................................................17
Configuring an IP Office for Embedded Voicemail..................................................................................18
Upgrading Prompts ................................................................................................................................19
Prompt Source and Destination Location...........................................................................................19
Upgrading Prompts Using a Memory Card Reader ............................................................................19
Upgrading Prompts Using TFTP File Transfer...................................................................................20
Monitoring Embedded Voicemail............................................................................................................21
User Mailbox Configuration....................................................................................................23
User Mailboxes.......................................................................................................................................23
User Mailbox Configuration....................................................................................................................24
Hunt Group Mailbox Configuration ........................................................................................25
Hunt Group Mailboxes............................................................................................................................25
Hunt Group Mailbox Configuration..........................................................................................................26
Message Waiting Indication....................................................................................................................26
Hunt Group Mailbox Access...................................................................................................................27
Message Waiting Indication...............................................................................................................27
Short Code and DSS Key Access......................................................................................................27
Remote Access..................................................................................................................................27
Auto Attendant Configuration.................................................................................................29
Auto Attendant Overview........................................................................................................................29
Example Auto Attendant Setup...............................................................................................................30
Routing Incoming Calls to an Auto Attendant .........................................................................................32
Transferring Calls to an Auto Attendant..................................................................................................32
Using DSS Keys................................................................................................................................32
Using Phone Manager.......................................................................................................................32
Using Short Codes.............................................................................................................................33
Embedded Voicemail Installation Guide Page 3
IP Office 15-601067 Issue 4 (25 May 2006)
Embedded Voicemail Installation Guide
Auto Attendant Remote Access..............................................................................................................33
Changing Prompts and Prompt Short Codes..........................................................................................34
Cascading Auto Attendants....................................................................................................................35
Miscellaneous ..........................................................................................................................37
Short Codes...........................................................................................................................................37
Default Short Codes......................................................................................................................37
Adding Custom Short Codes.........................................................................................................37
DSS Key Programming ..........................................................................................................................38
Remote Access......................................................................................................................................40
Using a Short Code............................................................................................................................40
Using an Auto Attendant....................................................................................................................40
Using an Incoming Call Route............................................................................................................40
Backing Up and Restoring Messages.....................................................................................................41
Loading Other Files onto the Memory Card............................................................................................42
Index.......................................................................................................................................... 43
Page 4 Embedded Voicemail Installation Guide
15-601067 Issue 4 (25 May 2006) IP Office
Introduction
About this Guide
This guide describes how to install and configure Embedded Voicemail. This guide is for Avaya
professional services staff, business partners, and system integrators but can be used by anyone who
has been trained to install or configure Embedded Voicemail. These instructions assume that you are
familiar with IP Office Manager.
Further information about Avaya IP Office is available from www.avaya.com/support and also from
www.avaya.com/ipoffice/knowledgebase.
Embedded Voicemail Installation Guide Page 5
IP Office 15-601067 Issue 4 (25 May 2006)
Embedded Voicemail Installation Guide
Page 6 Embedded Voicemail Installation Guide
15-601067 Issue 4 (25 May 2006) IP Office
IP Office Embedded Voicemail
Overview
IP Office Embedded Voicemail is supported on the IP Office Small Office Edition and IP Office 406 V2
control units. Embedded voicemail does not require an IP Office license. It provides basic voicemail
mailbox operation without requiring a permanent voicemail server PC. It also provides multiple autoattendant support for incoming calls.
Embedded voicemail uses the following components:
Memory Card
The type and capacity depends on the memory card of the IP Office control unit. However, in all
cases, the cards are specially formatted for embedded voicemail use. Alternate third-party
memory cards are not supported for embedded voicemail.
IP Office IP406 V2 Control Unit
Uses an Avaya supplied 512MB Type II Compact Flash memory card. Provides up to 15
hours of uncompressed message storage. The card slots into the C/F TII slot on the front
of the control unit.
IP Office Small Office Edition
Uses an Avaya supplied 64MB Compact Flash memory card within a PCMCIA card
carrier. Provides up to 10 hours of compressed message storage. The PCMCIA card
carrier slots into either of the PCMCIA slots on the back of the control unit.
Voice Compression Channels
Messages and prompts stored on the Small Office Edition memory card are compressed using
the IP Office control unit's voice compression channels. Thus voice compression channels are
required during any voicemail accesses. It is important to note that the same voice compression
channels are also used for VoIP calls.
IP Office Small Office Edition
On the Small Office Edition, voice compression channels are pre-built into the control unit.
Small Office Edition control units are available in 3 channel and 16 channel variants. An
existing Small Office Edition control unit cannot be upgraded to add further voice
compression channels.
IP Office 406 V2 Control Unit
Does not require or use voice compression channels for embedded voicemail.
IP Office Manager Application
During installation, connection to a PC running the IP Office Manager application is required. This
is required for IP Office configuration and occasionally for TFTP transfer of the prompt files.
Note that Embedded Voicemail cannot be used in conjunction with Voicemail Lite or Voicemail Pro. The
presence of a running Voicemail Lite or Pro server on the same network may cause Embedded
Voicemail to fail.
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Embedded Voicemail Installation Guide
What's New in IP Office 3.0
There are no changes to Embedded Voicemail in release 3.2. The following changes were made in
version 3.0 of IP Office.
IP406 V2 Support
The IP Office IP406 V2 control unit is supported using a 512MB uncompressed Compact Flash
memory card.
Auto Attendant Timeout
Following the playing of the auto attendant prompts, the auto-attendant will wait 8 seconds for a
key press. If the auto attendant was accessed via an Incoming Call Route with a Fallback
Destination set, inactive callers are transferred to that destination, otherwise the caller is
disconnected. IP Office 3.0 allows the auto attendant timeout to be adjusted within the system
configuration.
Auto Attendant Dial In Access
The destination for an auto-attendant transfer action can now be left blank. This will cause users
to be prompted to dial the number they require. The number dialed must match a valid user or
hunt group extension number.
Message Playback Completion
Following the playing of the last message in a mailbox, the user is no longer automatically
disconnected. The user will be played a help menu and only disconnected after a period of
inactivity.
Maximum Message Length
For system other than the IP401, the default maximum message length is increased to 2 minutes.
IP Office 3.0 allows this to be adjusted up to 3 minutes in the system configuration.
Four Digit Mailbox Access Code
Mailbox access codes, where set, are forced to a minimum of 4 digits (maximum is 15 digits).
Remote Mailbox Access
Mailbox access without a specified user name will trigger a request for the mailbox number and
then the mailbox access code if set. This allows remote mailbox access through the creation of
appropriate short codes or selecting Voicemail as an Incoming Call Route destination.
Mailbox Help
Mailbox users can dial *4 for help prompts. These help prompts are also played automatically
following the playing of the last message in a mailbox.
Voicemail Reception Number
Callers leaving messages can dial *0 to be transferred to the mailbox user's Voicemail Reception
number. This number is set through the IP Office configuration.
Multi-Lingual Operation
For systems other than the IP401, the user Locale can be used to override the system Locale to
set which language prompts are used. See Languages Supported.
Prompt Pre-Load
All prompts for IP Office 3.0 embedded voicemail are now pre-loaded onto new memory cards
when supplied. The previous TFTP transfer of prompts used during installation is no longer
required except during upgrades of existing memory cards.
'Record Greeting' short code feature renamed 'Auto Attendant'
A minor change is the renaming of the "Record Greeting" short code feature to "Auto
Attendant" to more accurately reflect its usage.
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15-601067 Issue 4 (25 May 2006) IP Office
IP Office Embedded Voicemail
SNMP Disk Full Warning
On IP Office systems configured for SNMP, a disk full alarm is generated when the embedded
voicemail memory card reaches 90% full. In addition a critical space alarm is generated at 98%
full (99% for the IP406 V2) and an OK alarm is generated when the disk space returns to below
90% full.
Note: When the critical disk space limit is reached, the Embedded Voicemail will not
record any more messages. However calls are not advised of this and are still prompted
to leave messages.
Embedded Voicemail Mailbox Features
Supported Features
Hunt group and user voicemail for the leaving and collection of messages.
Auto attendant on Small Office Edition.
For security a voicemail access code can be assigned to any mailbox. This can be changed by
the mailbox user and/or the System Administrator.
Message waiting indication to suitable phones and IP Office Phone Manager.
Message waiting indication for hunt group mailboxes can be assigned to specified users.
Internal ringback on new messages.
Short code features for collecting messages, leaving messages, voicemail on/off and ringback
on/off.
A voicemail reception number can be set for user mailboxes. Callers dialing *0 are transferred
from the mailbox to that number.
Embedded Voicemail System Comparison
Feature Small Office Edition IP406 V2
Memory Type 64MB Compact Flash (in PCMCIA
512MB Compact Flash.
carrier).
Compression Method 3 or 16 channels built into control
Not required.
unit motherboard.
Storage 10 Hours. 15 Hours.
Maximum Simultaneous
Connections
Maximum Individual
Message Length
Up to 3 on VC3 system.
Up to 10 on VC16 system.
Adjustable up to 180 seconds
(default 120 seconds).
4
Adjustable up to 180 seconds
(default 120 seconds).
Auto Attendant Yes Yes
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Embedded Voicemail Installation Guide
Maximum Simultaneous Connections
For Small Office Edition systems, this figure may be reduced whenever voice compression
channels are already in use for VoIP call support.
Major Features Not Supported
User trusted source settings
The use of V numbers in the user Source Numbers to bypass the mailbox access code is not
supported.
Call Recording
Voicemail Email
Hunt Group Queued and Still Queued Messages.
Languages Supported
From 3.0+, Embedded Voicemail supports a range of language prompt sets.
The IP Office system Locale setting is used to determine the default language prompts used. This can
be overridden for individual user mailboxes by setting a different user Locale in the system
configuration.
If the default language required does not match the system locale, the required language locale settings
must be entered for all users through their individual user settings.
The following languages are supported for Embedded Voicemail. The matching configuration Locale
setting is shown in () brackets.
Danish (dan)
German (deu)
English-UK (eng)
English-US (enu)
Spanish (esp)
Spanish-Mexico (esm)
Spanish-Argentina (ess)
Finnish (fin)
French (fra)
French-Canadian (frc)
Italian (ita)
Japanese (jpn)
Korean (kor)
Dutch (nld)
Norwegian (nor)
Portuguese (ptg)
Portuguese-Brazilian (ptb)
Russian (rus)
Swedish (sve)
Chinese (chs)
Upgrading to IP Office 3.0
The method of transferring and handling prompts was changed in IP Office 3.0 so that prompts are no
longer transferred from a Manager PC using TFTP following a system restart.
For existing systems with embedded voicemail, the voicemail remains inactive after an IP Office control
unit has been upgraded to 3.0. To reactivate the embedded voicemail, the new 3.0 prompt set needs to
be loaded onto the memory card. This action is required only once. See Upgrading Prompts.
New embedded voicemail memory cards are now supplied with the necessary prompts pre-installed. In
cases where an older card without prompts is supplied, the 3.0 prompt set needs to be loaded onto the
memory card. Again see Upgrading Prompts.
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15-601067 Issue 4 (25 May 2006) IP Office
Installing Embedded Voicemail
Overview
Ensure that you have read and fully understood this documentation before installing embedded
voicemail. This will ensure that you are familiar with the equipment and information required to complete
the installation and the aspect of IP Office system configuration that affect embedded voicemail.
The installation process can be divided into a number of steps as follows:
1. Gather Setup Information
The Setup Information section contains a number of forms which can be used to gather customer
information about required settings. Completing these forms before installation will assist in
speeding up the installation process.
2. Hardware Installation
This covers the physical installation of the memory card and if necessary voice compression
channels. This process varies according to the IP Office control unit type.
3. System Configuration
Set the IP Office to use embedded voicemail and set the maximum record time for messages,
greetings and prompts.
4. User Mailbox Configuration
Configure the personal settings for individual users.
5. Hunt Group Mailbox Configuration
Configure the settings for any hunt groups where voicemail is required. This includes configuring
message waiting indication and mailbox access which are not enabled by default.
6. Auto Attendant Configuration
Set up any required auto-attendant services and associate them with incoming call routes.
Embedded Voicemail Installation Guide Page 11
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Embedded Voicemail Installation Guide
Setup Information
Using the following tables to gather customer information before installation will assist and speed up the
installation process.
System Settings
Maximum Record Time: ___________________
(5 to 180 seconds, default 120 seconds).
User Mailboxes
Use the following form to plan the user mailbox settings. See User Mailboxes for details of each feature
and Mailbox Configuration for how to enter the values.
Name Voicemail
Code
Possible Values
(default underlined)
Blank or 4 to
15 digits
Voicemail
On
On or Off On or Off Blank or User/
Voicemail
Ringback
Voicemail
Reception
Group Number
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Installing Embedded Voicemail
Hunt Group Mailboxes
See Hunt Group Mailboxes for details of each feature and Mailbox Configuration and Message Waiting
Indication for how to enter the values.
Name Voicemail
Code
Possible Values
(default underlined)
Blank or 4 to
15 digits
Voicemail
On
On or Off None
Users to receive group
message waiting
indication
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Embedded Voicemail Installation Guide
Auto Attendant Setup
Auto Attendant Name: ____________________ (Up to 12 characters)
Route to Auto Attendant: ______________________________________
______________________________________________________________
(Detail which calls should go to the auto attendant and the routing to be used)
Maximum Inactivity: ________________ (5 to 20 seconds, default 8 seconds)
Fallback Destination: ____________________
Time Profiles
Remember that IP Office configuration uses a 24-hour clock format for times.
Time Profiles Morning Afternoon Evening (Out of Hours)
Name
Start Time
End Time
Sunday
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
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15-601067 Issue 4 (25 May 2006) IP Office
Menu Actions
Action
Installing Embedded Voicemail
Key Transfer to
Operator
0
1
2
3
4
5
6
7
8
9
0
*
#
Normal
Transfer
Replay
Greeting
Not
Defined
Destination
Embedded Voicemail Installation Guide Page 15
IP Office 15-601067 Issue 4 (25 May 2006)
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