Avaya 50-601067 User Manual

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Page 1

IP Office 4.0

Embedded VoiceMail Installation

50-601067 Issue 5 (20th December 2006)

Page 2

Introduction

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.

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Page ii Embedded VoiceMail Installation 50-601067 Issue 5 (20th December 2006) IP Office 4.0

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Table Of Contents

Introduction................................................................................................................................1

About this Guide.......................................................................................................................................1

What's New..............................................................................................................................................1

IP Office Embedded VoiceMail.................................................................................................................2

Overview..............................................................................................................................................2

Embedded VoiceMail Mailbox Features...............................................................................................3

Languages Supported..........................................................................................................................4

Installing Embedded VoiceMail ................................................................................................5

Overview..................................................................................................................................................5

Setup Information.....................................................................................................................................6

System Settings...................................................................................................................................6

User Mailboxes....................................................................................................................................6

Hunt Group Mailboxes.........................................................................................................................7

Auto Attendant Setup...........................................................................................................................8

Time Profiles...................................................................................................................................8

Menu Actions ..................................................................................................................................9

IP406 V2 Installation...............................................................................................................................10

Small Office Edition Installation..............................................................................................................11

IP 500 Installation...................................................................................................................................12

Upgrading Prompts ................................................................................................................................13

Upgrade Prompts Pre 3.0.........................................................................................................13

Upgrade to version 4.0..............................................................................................................14

Configuring Embedded VoiceMail..........................................................................................15

System Configuration.............................................................................................................................15

User Mailbox Configuration....................................................................................................................16

Remote Mailbox Access.........................................................................................................................18

Hunt Group Mailbox Configuration..........................................................................................................19

Overview............................................................................................................................................19

Message Waiting Indication...............................................................................................................20

Hunt Group Mailbox Access...............................................................................................................21

Configuring Queues...........................................................................................................................22

Configuring Queue Announcements..................................................................................................23

Auto Attendant Configuration..................................................................................................................24

Overview............................................................................................................................................24

Create an Auto Attendant...................................................................................................................25

Recording Prompts............................................................................................................................27

Routing Incoming Calls to an Auto Attendant.....................................................................................28

Transferring Calls to an Auto Attendant.............................................................................................29

Using Auto Attendant to Access Voicemail........................................................................................31

Miscellaneous ..........................................................................................................................33

Monitoring Embedded VoiceMail............................................................................................................33

Short Codes...........................................................................................................................................34

Default Short Codes...........................................................................................................................34

Custom Short Codes..........................................................................................................................34

Button Programming...............................................................................................................................35

Visual Voice ...........................................................................................................................................36

Backing Up and Restoring Messages.....................................................................................................37

Loading Other Files onto the Memory Card............................................................................................38

Index.......................................................................................................................................... 39

Embedded VoiceMail Installation Page iii IP Office 4.0 50-601067 Issue 5 (20th December 2006)

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Introduction

About this Guide

This guide describes how to install and configure Avaya IP Office 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 IP Office 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.

What's New

In Avaya IP Office 4.0 the following features were added to Embedded VoiceMail.

 IP500 Support

The Avaya IP Office 500 control unit is supported using a 512MB uncompressed Compact Flash memory card.

 Fax transfer

A fax transfer action can be set within IP Office Manager. If a transfer action has been set, on detecting a fax tone the auto attendant will route the call to the fax transfer destination. For more information, see Auto Attendant Configuration Overview.

 Enhanced options when listening to messages

When a message is being played you can now skip to the next message, rewind or fast forward for approximately 5 seconds. For more information, see the user guide.

 Forward a message

A message can be forwarded to one or many mailboxes. For more information, see the user guide.

 Reply to a message

If a CLI is available you can reply to a message to either an internal or external number. For more information, see the user guide.

 Choice of transfer options

Up to 3 breakout numbers can be set up. When callers are directed to your mailbox they can either leave a message or choose to be transferred to one of three numbers. For more information, see User Mailbox Configuration.

 Visual Voice

Users can access their mailbox using a soft key programmed for visual voice. A display menu provides the user with options to listen to messages, send messages, change their greetings and password. Access to visual voice is granted by the system administrator using IP Office Manager. For more information, see Visual Voice.

 The visual voice feature is not available on all telephones. Please refer to the telephone guide for

more information.

 Announcements

Specific queue announcements can be recorded and then played when a call is held in a queue for the hunt group. For more information, see Configuring Queue Announcements.

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Embedded Voicemail Installation Guide

IP Office Embedded VoiceMail

Overview

IP Office Embedded VoiceMail is supported on the IP Office Small Office Edition, IP Office 406 V2 and IP Office 500 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 auto-attendant 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 and IP500 Control Units

Use an Avaya supplied 512MB Type II Compact Flash memory card. Provides up to 15 hours of uncompressed message storage. A memory card supplied for a Small Office Edition control unit can not be used in the IP 406 V2 or IP 500 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. A memory card supplied for a IP 406 V2 or IP 500 control unit can not be used in the Small Office Edition 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 406 V2 and IP500 Control Units

Do not require or use voice compression channels for Embedded VoiceMail.

 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 Manager Application

During installation, connection to a PC running the IP Office Manager application is required. This is required for IP Office configuration.

Note

 Embedded VoiceMail cannot be used in conjunction with VoiceMail Lite or VoiceMail Pro. The presence of

a running VoiceMail Lite or VoiceMail Pro server on the same network may cause Embedded VoiceMail to fail.

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Introduction

Embedded VoiceMail Mailbox Features

Supported Features

 Hunt group and user voicemail for the leaving and collection of messages.  Auto attendant.  For security a voicemail access code can be assigned to any mailbox. This can be changed by the mailbox

user 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.

Embedded VoiceMail System Comparison

Feature Small Office Edition IP406 V2 and IP500

Memory Type 64MB Compact Flash (in PCMCIA

carrier).

Compression Method 3 or 16 channels built into control

unit motherboard.

Storage 10 Hours. 15 Hours.

Maximum Simultaneous Connections *

Maximum Individual Message Length

Auto Attendant Yes Yes

Up to 3 on VC3 system. Up to 10 on VC16 system.

Adjustable between 3 and 180 seconds (default 120 seconds).

512MB Compact Flash.

Not required.

Adjustable between 3 and 180 seconds (default 120 seconds).

*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.

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Embedded Voicemail Installation Guide

Languages Supported

Embedded VoiceMail supports a range of language prompt sets. The following languages are supported for Embedded VoiceMail. The matching folder name is shown in () brackets.

 Chinese (chs)  Danish (dan)  Dutch (nld)  English-UK (eng)  English-US (enu)  Finnish (fin)  French (fra)  French-Canadian (frc)  German (deu)  Italian (ita)

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. If a unsupported locale is selected for a user, the system locale is used. If a selected Locale is not supported a fallback language is used, as indicated in the table.

Locale selected in Manager Language used by Embedded

Australia (UK English) English-UK (eng)

 Korean (kor)  Norwegian (nor)  Portuguese (ptg)  Portuguese-Brazilian (ptb)  Russian (rus)  Swedish (sve)  Spanish (esp)  Spanish-Mexico (esm)  Spanish-Argentina (ess)

Belgium (Dutch) Dutch (nld) Belgium (French) French (fra) Canada (Canadian French) French (fra) Chile (Latin Spanish) Spanish (esp) Colombia (Latin Spanish) Spanish (esp) Greece (Greek) English-UK (eng) Hong Kong (Cantonese) English-UK (eng) Hungary (Hungarian) English-UK (eng) Iceland (Icelandic) English-UK (eng) India (UK English) English-UK (eng) New Zealand (UK English) English-UK (eng) Peru (Latin Spanish) Spanish (esp) Poland (Polish) English-UK (eng) Saudi Arabia (UK English) English-UK (eng) South Africa (UK English) English-UK (eng) Switzerland (French) French (fra) Taiwan (Putonghua) Chinese (mandarin) Venezuela (Latin Spanish) Spanish (esp)

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Installing Embedded VoiceMail

Overview

The installation process can be divided into the following steps:

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 The physical installation of the memory card. This process varies according to the IP Office control unit type.

 IP406 V2 control unit.  Small Office Edition control unit.  IP 500 control unit.

3. System Configuration Set the IP Office to use Embedded VoiceMail and set the maximum record time for messages, greetings and prompts. For more information, see System Configuration.

4. User Mailbox Configuration Configure the personal settings for individual users. For more information, see User Mailbox Configuration.

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. For more information, see Hunt Group Mailbox Configuration Overview.

6. Auto Attendant Configuration Setup any required auto-attendant services and associate them with incoming call routes. For more information, see Auto Attendant Configuration Overview.

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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 Mailbox Configuration for details of each feature.

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 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

Page 8 Embedded VoiceMail Installation 50-601067 Issue 5 (20th December 2006) IP Office 4.0

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Menu Actions

Action

Installing Embedded VoiceMail

Key Transfer to

Attendant

0 1 2 3 4 5 6 7 8 9 0

Fax

                                                                             

Normal

Transfer

Replay

Greeting

Blind

Transfer



Dial By

Number

Defined

Not

Destination

Embedded VoiceMail Installation Page 9 IP Office 4.0 50-601067 Issue 5 (20th December 2006)

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Embedded Voicemail Installation Guide

IP406 V2 Installation

The following instructions detail the process for installing Embedded VoiceMail for an IP406 V2 system.

1. Check that the following requirements have been met.

 Hardware:

 IP Office 406 V2 control unit. No voice compression channels are required.  Avaya supplied 512MB Memory (Compact Flash) Card.

 Configuration:

 PC, connected to the IP Office network with the IP Office Manager application installed.

2. Install the Memory Expansion Card The IP 406 V2 Memory Card is a Type II Compact Flash memory card. Only a card supplied by Avaya can be used for Embedded VoiceMail. Compact Flash cards from other sources cannot be used for Embedded VoiceMail.

 Switch off the IP Office unit before you insert the memory card.

 Warning

You must always switch off the IP Office before you insert or remove a memory card.

 Insert the memory card into the C/F TII card slot on the front of the IP406 V2 control unit. Insert the

card with the memory card label upwards. As you insert the card, the card eject button adjacent to the slot will come out.

 Switch on the IP Office unit.

3. The system can now be configured for Embedded VoiceMail. For more information, see System Configuration.

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Installing Embedded VoiceMail

Small Office Edition Installation

The following instructions detail the process for installing Embedded VoiceMail for a Small Office system.

1. Check that the following requirements have been met.

 Hardware:

 IP Office Small edition control unit with VC (voice compression) channels.

Note - Existing systems cannot be upgraded to add additional voice compression channels.

 Avaya 64MB Small Office Memory (Compact Flash) Card. This is supplied with a PCMCIA

memory card carrier.

 Configuration:

 PC, connected to the IP Office network with the IP Office Manager and IP Office Monitor

applications installed.

2. Check for the voice compression channels. The number of voice compression channels in the Small Office Edition control unit (either 3 or 16) controls the maximum number of simultaneous Embedded VoiceMail calls. The number of voice compression channels is indicated by the label on the control unit.

 Look at the label on the base of the control unit.  At the top of the label, the line SMALL OFFICE is followed by a list of the components within the

unit. The number of voice compression channels is indicated by VC and a number. Note - As with all IP Office control units, the number of installed voice compression channels can

also be checked using the IP Office Monitor application. For more information, see Monitoring Embedded Voicemail.

3. Install the Memory Expansion Card. The Small Office Memory Card is supplied with a PCMCIA card carrier.

 Insert the Memory Card into the PCMCIA card carrier.  The PCMCIA card carrier can be inserted into either of the PCMCIA card slots on the rear of the

Small Office Edition control unit. Insert the carrier with the memory card label pointing upwards. As the carrier is inserted, the card eject button for the PCMCIA slot will come out.

 Due to the raised shape of the optional Small Office wireless card, we recommend that the

Small Office Memory Card carrier is inserted in Slot A, leaving Slot B free. This allows either card to be inserted or removed without having to remove the other.

4. The system can now be configured for Embedded VoiceMail. For more information, see System Configuration.

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Embedded Voicemail Installation Guide

IP 500 Installation

The following instructions detail the process for installing Embedded VoiceMail for an IP500 system.

1. Check that the following requirements have been met.

 Hardware:

 IP Office 500 control unit. No voice compression channels are required.  Avaya supplied 512MB Memory (Compact Flash) Card.

 Configuration:

 PC, connected to the IP Office network with the IP Office Manager application installed.

2. Install the Memory Expansion Card The IP 500 Memory Card is a Type II Compact Flash memory card. Only a card supplied by Avaya can be used for Embedded VoiceMail. Compact Flash cards from other sources cannot be used for Embedded VoiceMail.

 Switch off the IP Office unit before you insert the memory card.

 Warning

You must always switch off the IP Office before you insert or remove a memory card.

 Insert the memory card into the C/F TII card slot at the rear of the IP500 control unit. Insert the

card with the memory card label upwards. As you insert the card, the card eject button adjacent to the slot will come out.

 Switch on the IP Office unit.

3. The system can now be configured for Embedded VoiceMail. For more information, see System Configuration.

Page 12 Embedded VoiceMail Installation 50-601067 Issue 5 (20th December 2006) IP Office 4.0

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Installing Embedded VoiceMail

Upgrading Prompts

For IP Office 3.0 and higher, Embedded VoiceMail memory cards are supplied with the necessary prompt files preinstalled. Previous releases required that the prompts be initially transferred using TFTP from a PC running IP Office Manager. All the prompts for Embedded VoiceMail can be found in the LVMSound folder on the IP Office Administrator Applications CD. There are two sets, one for compressed memory cards in the G723 Files folder, and one for uncompressed memory cards in the G711 Files folder. Each set contains a folder for each supported language.

 IP Office Small Office Edition - Compressed Prompts

The sub-folders in LVMSound/G723 Files should be copied to LVMAIL on the memory card.

 IP Office 406 V2 - Uncompressed Prompts

The sub-folders in LVMSound/G711 Files should be copied to LVMAIL on the memory card.

Important The upgrade batch file and new prompts are supplied on the Admin CD. Check to see if the files are zipped. If they are, extract the files onto your hard disk.

Upgrade Prompts Pre 3.0

The instructions to upgrade assume that the files are stored on the CD. If you have extracted the files onto your hard disk please replace the reference to the CD with the directory that the files were extracted into. This method uses IP Office Manager as a TFTP server to pass files from the CD drive to the memory card. It requires the IP Office to have already been upgraded to IP Office 4.0 and to be restarted.

1. Start IP Office Manager and receive the IP Office configuration.

2. Display the System configuration form. Click the System tab.

3. In the File Writer IP Address box, type the IP address of the PC that you are using for the file transfer.

4. Click to send this configuration back to the control unit and allow it to reboot.

5. Open a Command prompt window.

6. Type the CD drive letter and press Enter, for example enter D:

7. Type cd LVMSOUND and press Enter.

8. The next step depends on the IP Office control unit type:

 For an IP406 V2 control unit:

1. Type cd G711 Files and press Enter.

2. Type send711 followed by the IP Office's LAN1 IP address, for example send711 192.168.42.1.

3. The batch file will start transferring all the necessary folders and prompt files. The whole process of transferring the prompt files can take up to 40 minutes.

 For a Small Office Edition control unit:

1. Type cd G723 Files and press Enter.

2. Type send723 followed by the IP Office's LAN1 IP address, for example send723 192.168.42.1.

3. The batch file will start transferring all the necessary folders and prompt files. The whole process of transferring the prompt files can take up to 40 minutes.

9. When all the files have been transferred, close the Command prompt window.

10. Restart the IP Office control unit by removing and then reapplying power.

11. When the IP Office has restarted, wait approximately 10 minutes while it scans the new prompts that are available.

 The IP Office Monitor application can be used to show this activity. For more information, see

Monitoring Embedded VoiceMail.

12. Test Embedded VoiceMail operation by dialing *17 at an extension. Embedded VoiceMail should answer and start to give you prompts.

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Embedded Voicemail Installation Guide

Upgrade to version 4.0

To upgrading a Small Office or IP 406v2:

1. Install the 4.0 software and wait for the 'Voicemail Activated' message to be displayed on the SysMonitor utility.

2. Ensure that the system has a TFTP Server IP Address configured on the system tab. The File Writer IP Address should be configured to the IP address of the user's PC.

3. Put the installation CD into the PC.

4. Open a Command prompt window.

5. Type the CD drive letter and press Enter, for example enter D:.

6. Type cd LVMSOUND and press Enter.

7. The next step depends on the IP Office control unit type:

 For an IP406 V2 control unit:

1. Type cd G711 Files and press Enter.

2. Run the batch file Upgrade4p0_711. The batch file will start transferring all the necessary folders and prompt files. A separate 'Transfer Succeeded' message should be displayed for each sound clip transferred. The whole process should take approximately 5 minutes.

 For a Small Office Edition control unit:

1. Type cd G723 Files and press Enter.

2. Run the batch file Upgrade4p0_723. The batch file will start transferring all the necessary folders and prompt files. A separate 'Transfer Succeeded' message should be displayed for each sound clip transferred. The whole process should take approximately 5 minutes.

When all of the sound clips have been transferred, wait for the next housekeeping cycle to be performed (a maximum of 5 minutes). The system will assimilate the sound-clips during the next housekeeping cycle.

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Configuring Embedded VoiceMail

System Configuration

The system configuration for Embedded VoiceMail is common to all the IP Office systems that support Embedded VoiceMail memory cards.

To configure an IP Office for Embedded VoiceMail:

1. Open IP Office Manager and receive the IP Office configuration.

2. In the Navigation Pane click System and select the system.

3. View the System tab. The Locale setting should match the language for spoken prompts required from the Embedded VoiceMail. For more information, see Languages Supported.

 If it is not correct, consult with the customer first. This Locale setting controls many default aspects

of IP Office operation and so should normally already be set to match the customer's locale.

4. Click the Voicemail tab.

5. From the Voicemail Type list select Embedded VoiceMail.

 Only one type of voicemail system can be used on an IP Office Control Unit at a time.

6. Set the Maximum Record Time for messages and prompts to the value required by the customer. The allowable range is 30 to 180 seconds with 110 seconds as default.

7. Click OK to save the voicemail system changes.

8. Click to send the configuration change back to the control unit.

9. From an extension on the system, dial *17. The Embedded VoiceMail should answer and start to give you prompts.

Embedded VoiceMail Installation Page 15 IP Office 4.0 50-601067 Issue 5 (20th December 2006)

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Embedded Voicemail Installation Guide

User Mailbox Configuration

Embedded VoiceMail creates a mailbox for each user on the IP Office system. Calls are routed to the mailbox whenever the user's extension is busy or does not answer within the users allocated no answer time. This includes calls that are forwarded to another internal destination.

An individual user's mailbox can be configured either through the mailbox and system short codes (refer to the Embedded VoiceMail User Guide) or by configuring the user settings in the IP Office Manager.

 Message Waiting Indication

If supported by the user's current extension, the user will receive message waiting indication whenever their mailbox contains new messages. The type of message waiting indication will depend on the telephone.

 Mailbox Access

The standard default short code (*17) can be used to access an extensions associated user mailbox. Other methods of mailbox access can be configured.

 Ringback

Embedded VoiceMail can be set to ring the user whenever they have new messages in their mailbox. This ringback is triggered the completion of a call at the user's extension. Ringback from a hunt group mailbox containing new messages may also occur if the user is configured to receive hunt group message waiting indication.

 Voicemail On/Off

The sending of calls to the user's mailbox can be switched off. Note however that this does not stop other methods of leaving messages directly in the user's mailbox.

 Access Code

An access code can be assigned to the mailbox. Anyone accessing the mailbox must first enter this code, before they can collect messages. The access code can be reset by the user once they are in their mailbox.

 Voicemail Reception & Breakout Numbers

Setting a Voicemail Reception number for a user, allows callers leaving a message in their mailbox to dial 0 to be transferred to that number. If used this feature should be announced in the mailbox greeting prompt. Two transfer numbers can also be entered. The user can record a message stating that the caller can press 2 or 3 to transfer to the specified telephone numbers.

WARNING: Changing User Names Mailboxes are created based on the unique user name within the IP Office configuration. Changing a user name will associate that user with a new mailbox. If it is necessary to change a user name, ensure that they have played and deleted all messages first. If a user name is changed without clearing the original mailbox, it will be necessary to create a short code based on the old user name in order to access the old mailbox.

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To change voicemail configuration for an individual:

1. Open IP Office Manager and receive the IP Office configuration.

2. In the Navigation pane click User and select the individual user.

3. View the Voicemail tab.

Configuring Embedded VoiceMail

4. (Optional) Enter a voicemail code between 4-15 digits in the Voicemail Code field. This is required when users retrieve voicemail messages remotely, for example from another user's extension or from an external telephone.

 The Voicemail Code must be retyped in the Confirm Voicemail Code field to ensure it has been

correctly entered.

5. (Optional) Voicemail can be turned off by un-checking the Voicemail On option. When on, the mailbox is used to answer the user's unanswered or busy calls.

6. (Optional) When a new message is received, the voicemail server can call the user's extension whenever the extension returns from off-hook to on-hook. The voicemail server will not ring the extension more than once every 30 seconds. Check the Voicemail Ringback option to enable this feature.

7. (Optional) When a caller reaches voicemail they can be given the option to be transferred to a different extension. The greeting message needs to be recorded telling the caller the options available. The extension numbers that they can be transferred to are entered in the fields:

 Reception/Breakout (DTMF 0)

The number to which callers are to be transferred if they are directed to voicemail and press *0. Usually this is the reception number.

 Breakout (DTMF 2)

The number to which callers are to be transferred if they are directed to voicemail and press *2. This number might be, for example, the number of a colleague of the mailbox owner whose extension was originally dialed.

 Breakout (DTMF 3)

The number to which callers are to be transferred if they are directed to voicemail and press *3. This number might be, for example, the mobile or cell number of the mailbox owner whose extension was originally dialed.

8. Click OK to save the voicemail changes for the user.

9. Amend any other user details, then save and merge the configuration changes.

Note

External breakout numbers can be used if the user has the option 'Inhibit Off-Switch Forward/Transfer' checked in their Telephony tab.

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Embedded Voicemail Installation Guide

Remote Mailbox Access

The standard methods for remote mailbox access apply to users or to hunt groups. Remote Mailbox Access is defined as:

 Accessing a mailbox from an extension that does not match the mailbox number.  External caller access to voicemail to collect messages from a mailbox.

WARNING Where remote access is setup for any mailbox there must be a mailbox access code is set for the user or hunt group. If a mailbox does not have an access code remote access is not available.

There are a number of ways to enable remote mailbox access.

1. An auto attendant can be used to enable remote access to a mailbox. A short code similar to the example could be entered as the Destination for one of the auto attendant Normal Transfer key options. For more information, see Using Auto Attendant to Access Voicemail.

2. An incoming call route could be configured to enable remote access to a mailbox. The option Voicemail can be selected as the Destination and/or Night Service Destination of an Incoming Call Route.

3. A short code can be created that uses the Voicemail Collect feature but without a mailbox name specified in the Telephone Number field will trigger remote access. An example is shown below. This short code could be utilized by users on the system, as the destination in an Incoming Call Route or as the destination for a auto attendant option.

Field Contains...

Code *99 Feature Voicemail Collect Telephone Number ? Line Group Id 0 Locale [Leave blank] Force Account Code [Leave blank]

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Configuring Embedded VoiceMail

Hunt Group Mailbox Configuration

Overview

Embedded VoiceMail creates a mailbox for each hunt group on the IP Office system. Calls are sent to the mailbox only when each available group member has been rung for the group's set ring time.

The group mailbox can be configured either through the mailbox (refer to the Embedded VoiceMail User Guide) or through the hunt group settings in the IP Office Manager.

 Message Waiting Indication

By default there is no message waiting indication to any user for hunt group messages. Users must be configured individually. For more information, see Message Waiting Indication.

 Mailbox Access

By default there is no mailbox access to hunt group mailboxes to collect messages. Users assigned hunt group message waiting indication may also gain access depending on their phone type or if using IP Office Phone Manager. Otherwise an access short code must be created for the hunt group. For more information, see Hunt Group Mailbox Access.

 Ringback

Embedded VoiceMail can be set to ring the user whenever they have new messages in a hunt group mailbox for which they receive message waiting indication. This ringback is triggered the completion of a call at the user's extension.

 Voicemail On/Off

The sending of calls to the group's mailbox can be switched off. Note however that this does not stop other methods of leaving messages directly in the mailbox.

 Access Code

An access code can be assigned to the mailbox. Anyone accessing the mailbox must first enter this code before they can collect messages. The access code can be reset by the user once they are in the mailbox.

WARNING: Changing Hunt Group Names Mailboxes are created based on the unique group name within the IP Office configuration. Changing a group name will associate that group with a new mailbox. If it is necessary to change a group name, ensure that they have played and deleted all messages first. If a group name is changed without clearing the original mailbox, it will be necessary to create a short code based on the old group name in order to access the old mailbox.

The group mailbox can be configured either through the mailbox and system short codes or through the hunt group settings within the IP Office configuration.

To configure a group mailbox in IP Office Manager:

1. Open IP Office Manager and receive the IP Office configuration.

2. Click Hunt Group to display the list of existing hunt groups.

3. Double-click the required hunt group.

4. Click the Voicemail tab. This tab includes settings that are used by IP Office VoiceMail Lite and VoiceMail Pro. For Embedded VoiceMail complete the following details:

 Voicemail Code

This field can be used to set a mailbox access code. That code must then be entered by anyone attempting to retrieve messages from the mailbox.

 Voicemail On

When ticked, calls to the hunt group's number will divert to voicemail if all available group members are busy or do not answer within the group's set allocated answer interval.

5. Make any changes as required for the hunt group and click OK.

6. Repeat for any other hunt group.

7. Use to save the new changes back to the IP Office system.

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Embedded Voicemail Installation Guide

Message Waiting Indication

By default no message waiting indication is sent to any user for a hunt group mailbox. The following process shows how to give a user message waiting indication from a hunt groups mailbox. The method of indication will depend on the type of telephone the user has and whether they are using IP Office Phone Manager.

1. Start IP Office Manager and receive the IP Office configuration.

2. Click User to display the list of existing users.

3. Double-click the name of the user who requires message waiting indication.

4. Click the Source Numbers tab.

5. Click Add.

6. In the Source Number field, enter H followed by the name of the hunt group. For example, for the hunt group Main, enter HMain.

7. Click OK and repeat for any other hunt groups for which the user requires message waiting indication.

8. Click OK and repeat for any other users.

9. Use to save the new changes back to the IP Office system.

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Configuring Embedded VoiceMail

Hunt Group Mailbox Access

By default no user has access to a hunt group mailbox until specifically configured for such access. Hunt group mailboxes can be accessed using the following methods:

Message Waiting Indication

Users who have been assigned hunt group message waiting indication are also given methods to access the hunt group mailbox. The method will depend on the telephone and/or software they are using. For more information, see Message Waiting Indication.

1. Avaya 4400 Series Telephone Users DS display phone users on telephone models with a MENU key also gain access once they have

been configured for hunt group message waiting. The hunt group name is then displayed when the user presses MENU, MENU, Msgs, Voice. For more information, see your telephone user guide.

2. Phone Manager Users Phone Manager users see the hunt group name and number of messages listed on the Messages tab. They can click this to access the hunt group mailbox.

3. Voicemail Ringback If a user has voicemail ringback enabled, ringback will occur for new group messages as well as new personal messages. Ringback for personal messages takes place before any ringback for new group messages.

4. Visual Voice If Visual Voice is available the user will see the name of the hunt group listed. The number of new calls are shown in brackets next to the hunt group name.

Short Code and button Access

A short code can be created for hunt group mailbox access, as detailed in the table. This can be a system wide or user specific short code. For information about setting up short codes, see the IP Office Manager help or guide.

Field Contains...

Code *99 Feature Voicemail Collect Telephone Number "?Sales" Line Group Id 0 Locale [Leave blank] Force Account Code [Leave blank]

The Voicemail Collect feature and hunt group mailbox name can also be assigned to a user's programmable button.

Remote Access

The standard methods for remote mailbox access apply to users or to hunt groups. For more information, see Remote Mailbox Access.

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Embedded Voicemail Installation Guide

Configuring Queues

If hunt group queuing options are enabled, a call will be held in a queue when all available extensions in the hunt group are busy. Queuing is configured for each hunt group in IP Office Manager. When queuing is selected, announcements can be played to the queued caller. For more information, see Configuring Queue Announcements.

To configure queuing for a hunt group:

1. Open IP Office Manager.

2. In the Navigation pane click HuntGroup and select the hunt group.

3. View the Queuing tab.

 Queuing On : Default = On

If selected, queuing will be available for the hunt group.

 Queue Length: Default = No Limit

This feature sets the number of calls that will be held in the queue at any one time. If this number is exceeded the caller will receive the busy tone or be passed to voicemail.

 Normalize Queue Length: Default = Blank

This facility selects whether to include calls that are ringing but not answered in the queue length.

For more information, see the IP Office Manager help.

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Configuring Embedded VoiceMail

Configuring Queue Announcements

When a callers is in a queue, announcements can be played to the queued caller. The announcements are activated in IP Office Manager. For more information, see the IP Office Manager help.

To configure your announcements:

1. Open IP Office Manager.

2. In the Navigation pane click HuntGroup and select the hunt group.

3. View the Announcements tab.

4. Check Announcements On. Announcements will be played to a caller who is in a queue for the hunt group.

5. Select the amount of time for the caller to be queues before they hear the first announcement. The Wait before 1st announcements (seconds) default is 10.

6. Select the Post announcements tone. The options are Ringing, Music on hold or Silence. The default selection is Music on hold.

7. (Optional) Check 2nd announcement to play another message to the queued caller.

8. (Optional) Select the amount of time between the first and second announcements. The default time is 20 seconds.

9. (Optional) If the second announcement is to be repeatedly played to the caller until their call is answered, check Repeat last announcement.

10. Click OK to save the changes.

11. Click to merge the configuration back to the IP Office.

There are no default queue announcements. There are two default short codes that enable you to record announcements. The short codes are:

 *91N; - used to record an announcement 1. For example, to record announcement 1 for a hunt group on

extension 300 dial *91300# and follow the instructions to record the new announcement.

 *92N; - used to record an announcement 2. For example, to record announcement 2 for a hint group on

extension 300 dial *92300# and follow the instructions to record the announcement.

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Embedded Voicemail Installation Guide

Auto Attendant Configuration

Overview

In addition to basic voicemail operation, you can create auto attendants using Embedded VoiceMail. Up to 4 auto attendant services are supported.

The IP406 V2 and IP500 support up to 4 simultaneous calls to Embedded VoiceMail services. The Small Office Edition supports up to 10 simultaneous calls to Embedded VoiceMail depending on available voice compression channels.

Each auto attendant consists of:

 Actions

Each of the normal DTMF dialing keys; *, # and 0 to 9, can be assigned to an action. Callers can dialthrough prompts, that is press an action key while listening to the greetings prompts. You can also assign an action to the key Fax. If a transfer action is set, on detecting fax tone the auto attendant will route the call to the fax transfer destination as specified using the Blind Transfer action.

 Blind Transfer

Callers are transferred to the selected destination. This action is used with the key Fax so that when a fax tone is detected the call is transferred to the specified extension.

 Dial by Number

Callers can dial the required extension number. There is no prompt associated with the action. If a prompt is required you need to record your own.

 Prompts

 Unexpected results may occur if the dial plan is not a uniform length. Hunt group and user

extension numbers should all be the same length.

 Normal Transfer

Transfers the caller to a specified number. This is a supervised transfer, that is, if busy or unanswered the call will follow the settings of the target user or hunt group. If the destination field is left blank, callers can dial the extension number that they require, however no prompts will be played.

 Not Defined

Take no action.

 Replay Greeting

Repeat the menu greeting.

 Transfer to Attendant

Used to access one auto attendant from another.

You can record separate morning, afternoon and evening (out of hours) greeting prompts. Which prompt is used is defined by associated Time Profiles. The greeting prompt is followed by a menu options prompt. This is used to inform the caller of the auto attendant options. For more information, see Recording Prompts.

 In situations where time profiles are absent, overlap or conflict; the order of precedence given is to

time profiles assigned to Morning, Afternoon and then Evening.

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Configuring Embedded VoiceMail

Create an Auto Attendant

The following process shows by example the setup for an auto attendant for Embedded VoiceMail. In this example the auto-attendant should give callers the option to press 0 for reception (hunt group 200) or 1 for sales (hunt group

301). For more information, see the IP Office Manager help.

To create an auto attendant:

1. Start IP Office Manager and load the required configuration.

2. Click Auto Attendant. Any existing Auto Attendants are listed.

3. Click Create a New Record in the Group Pane. Select Auto Attendant.

4. View the Auto Attendant tab. In the Name field enter the name for the auto attendant. This can be up to 15 characters in length.

5. (Optional) In the Time Profile area select the appropriate time profile for the different time periods (Morning, Afternoon and Evening).

 If a time profile is to be used in an auto attendant, the time profile has to be created before creating

the auto attendant. For more information, see the IP Office Manager help.

6. Set the required Maximum Inactivity time. This is how long, after playing the prompts, the auto attendant should wait for a valid key press. The time can be set between 1 and 20 seconds, the default is 8 seconds.

 If exceeded, the caller is transferring to the Fallback Destination in the Incoming Call Route

used to route their call to the auto attendant, or disconnected.

7. Click the Actions tab. The option to press 0 for reception (hunt group 200) is entered by:

 Click with the Key 0 row.  Click Edit.  Select the action Normal Transfer from the available options.  Select the required destination. In this example the group Main is selected which is the name of

the hunt group 200.

 Click OK.

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Embedded Voicemail Installation Guide

8. The option to press 1 for sales (hunt group 301) is entered by:

 Click within the Key 1 row.  Click Edit.  Select the action Normal Transfer from the available options.  Select the required destination, for this example the group Sales.  Click OK.

9. Click OK to save the auto attendant. Short codes are automatically created for the auto attendant and the codes can be viewed in the Auto Attendant tab.

10. Click to save the new changes back to the IP Office system.

Following the system reboot, you can record prompts for the auto attendant using the short codes created. For more information, see Recording Prompts.

You can also direct calls to the auto attendant. For more information, see Routing Incoming Calls to an Auto Attendant.

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Configuring Embedded VoiceMail

Recording Prompts

When a new auto attendant is created, a number of short codes are automatically added to the system short codes table. One short code is created for each auto attendant action. The short codes allow the recording of the various auto attendant prompts. The short code telephone number indicates the name of the auto attendant service and which prompt the short code records.

For example, an auto attendant called 'Example' is created. When the auto attendant is saved four short codes are created. The short codes would have the telephone numbers:

 AA:Example.1.  AA:Example.2.  AA:Example.3.  AA:Example.4.

The telephone number part takes the form AA:Name.x, where Name is the name of the auto attendant service, and x is 1 for the morning greeting, 2 for the afternoon greeting, 3 for the evening greeting and 4 for the menu options prompt.

To record the menu option prompt the short code created with the telephone number 'AA:Example.4' is used. When using any of these short codes, you hear the options:

 1 to hear the current prompt.  2 to record a new prompt.  3 to save the new prompt.

Notes

 To prevent abuse of these default short codes, they can be deleted or changed. They can also be removed

from the system short codes section and rebuilt in the user short codes of a trusted user.

 Using the Dial feature, the short codes can be assigned to a programmable button. This allows quick

access and recording of any prompts that change frequently.

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Embedded Voicemail Installation Guide

Routing Incoming Calls to an Auto Attendant

An integral voicemail auto attendant created can be specified as a destination in the IP Office Incoming Call Routes table. Internal callers can access an auto attendant through a programmed DSS button or Phone Manager speed dial.

To route incoming calls to an auto attendant:

1. Start IP Office Manager and load the required configuration.

2. Click Incoming Call Route and select the required route.

3. View the Standard tab. Click the Destination drop-down box and select AA:Name where Name is the auto attendant name. This will now route all incoming voice calls, on lines in Line Group selected (0 is the default) to the auto attendant.

 In this example a Fallback Extension has also been set to route calls direct to the Main hunt

group. This will be used for callers in the auto attendant who do not make a valid key press within the auto attendants Maximum Inactivity time.

 Another auto attendant could be created to provide options for when the Main and Sales hunt

groups are not open. This could then be set as the Night Service Destination along with a Night Service Time Profile.

4. Click OK.

5. Use to save the new changes back to the IP Office system.

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Configuring Embedded VoiceMail

Transferring Calls to an Auto Attendant

Normally calls are directed to an auto attendant by an IP Office incoming call route. However it can also be useful to transfer calls received at an internal extension to an auto attendant.

You can transfer calls to an Auto Attendant by:

 Using Programmed Buttons.  Using Phone Manager.  Using SoftConsole.  Using Short Codes.

Using Programmed Buttons

On Avaya phones with programmable buttons, those buttons can be programmed to access auto attendant services.

To create an auto attendant button:

1. From the IP Office system configuration, set the action of one of the users programmable buttons to Dial.

2. Set the associated telephone number to AA:Name where Name matches the name of the auto attendant.

3. Save this configuration change back to the IP Office.

When the user receives a call they want to transfer to the auto-attendant, they can use a programmed button.

To transfer a call using the programmed button:

1. Place the call on hold.

2. Press the button programmed for the auto-attendant.

3. Hang-up the call at their extension. This will cause a blind transfer of the held call to the auto-attendant.

Using Phone Manager To create an auto attendant speed dial:

1. Within the user's Phone Manager, click the Speed Dials tab.

2. Right-click the speed dial panel and select New > Speed Dial Group Member. The Speed Dial window opens.

3. In the Name field, enter a name for the Auto Attendant.

4. In the Number field, enter AA:Name where Name matches the name of the auto attendant.

5. Click OK.

To transfer a call using the Speed Dial:

1. During a call that you want to transfer to the auto attendant click Hold to place the call on hold.

2. Click the Speed Dials tab.

3. Click the speed dial created for the auto attendant.

4. Click Complete Transfer to transfer the held caller.

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Embedded Voicemail Installation Guide

Using SoftConsole To create an auto attendant speed dial:

1. Click the required BLF Group tab.

2. Right-click the speed dial panel and select New > BLF Group Member. The New BLF Group Member window opens.

3. In the Name field, enter a name for the Auto Attendant.

4. In the Number field, enter AA:Name where Name matches the name of the auto attendant.

5. Click OK.

To transfer a call using the Speed Dial:

1. During a call that you want to transfer to the auto attendant click Hold to place the call on hold.

2. Click the BLF Group tab.

3. Click the speed dial created for the auto attendant.

4. Click Complete Transfer to transfer the held caller.

Using Short Codes The Auto Attendant short code feature can be used to connect to a particular auto attendant. The Telephone

Number field takes the form AA: followed by the Auto Attendant service name. In the example below, dialing *98 would connect the user with the auto attendant named Example.

Field Contains...

Code *98 Feature Auto Attendant Telephone Number AA:Example Line Group Id 0 Locale [Leave blank] Force Account Code [Leave blank]

Once a short code for a particular auto attendant has been created, callers can be transferred. To transfer a caller:

1. Place the caller on hold.

2. Dial the auto attendant short code.

3. Hang up.

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Configuring Embedded VoiceMail

Using Auto Attendant to Access Voicemail

A useful function in auto attendants is to let callers access their own voicemail mailbox. This can be achieved by first creating a short code and then using the short code as an auto attendant destination.

To create a short code for remote access:

1. Start IP Office Manager and load the required configuration.

2. For the user or hunt group for which you want to create remote access, open their settings and on the Voicemail tab ensure that a Voicemail Code has been set. Remote access will not work without this.

3. In the configuration tree panel, click Shortcode. Any existing system short codes are listed.

4. Click Create a New Record in the Group Pane. Select Short Code.

5. Create a short code such as the following example:

Field Contains...

Code *99 Feature Voicemail Collect Telephone Number ? Line Group Id 0 Locale [Leave blank] Force Account Code [Leave blank]

6. Click OK to add the new short code.

7. Create an auto attendant and select the key that the caller should use. Set the keys Action to Normal Transfer. Type the short code in the destination, in the example it would be *99.

8. Click OK.

9. Click to save the new changes back to the IP Office system.

External callers to the auto-attendant selecting that right option will now be challenged to enter the mailbox number and then the mailbox access code. If entered correctly they will be able to collect messages.

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Miscellaneous

Monitoring Embedded VoiceMail

The IP Office Monitor application can be used to observe the operation of Embedded VoiceMail.

1. From the Start menu select Programs > IP Office.

2. Select Monitor.

3. From the File menu, click Select Unit. The Select System to Monitor window opens.

4. Enter the Control Unit IP Address and password. Depending on the IP Office system's configuration, the password required is either the system password or the separate monitor password if set.

5. Check that the Control Unit Type is set to IP Office.

6. Click OK.

7. The Monitor application attempts to connect with the control unit. If successful, something similar to the following will appear.

********** SysMonitor v6.0 (11031) ********** ********** contact made with 192.168.42.119 at 10:08:25 15/11/2006 ********** ********** System (192.168.42.119) has been up and running for 1day, 19hrs,

3mins and 7secs(154987775mS) ********** 154987776mS PRN: Monitor Started IP=192.168.42.130 IP 500 4.0(11031) IP500_40 (IP Office: Supports Unicode, System Locale is eng) 154987776mS PRN: LAW=A PRI=0, BRI=4, ALOG=4, ADSL=0 VCOMP=32, MDM=0, WAN=0,

MODU=0 LANM=0 CkSRC=1 VMAIL=1(VER=2 TYP=3) CALLS=0(TOT=6) 154987778mS LIST2: IFACE(4) "LAN1","LAN2","DialIn","RemoteManager" A:\lvmail\ENG\*.* 155088356mS PRN: LVM Flash A: NextFlashItemScan: Scanning A:\lvmail\ITA\*.* 155088456mS PRN: LVM Flash A: NextFlashItemScan: Finished Scanning

A:\lvmail\ITA\*.* 155088462mS PRN: LVM Flash A: NextFlashItemScan: Finished Scanning

A:\lvmail\*.* 155088462mS PRN: LVM Flash A: NextFlashItemScan: END-OF-LIST found 155088462mS PRN: LVM FlashMan: FiveMinuteActions: called 2006/11/15

10:10:02 155088520mS PRN: LVM FlashMan: FiveMinuteActions: Free: 955.9 MBytes ( 92% ) 155088520mS PRN: 33 Hours 11 Minutes Approx. Remaining 155088520mS PRN: FMML Size: 27

8. From the Filters menu select Trace Options. The All Settings window opens.

9. The following Embedded VoiceMail events can be selected to be included on the monitor trace:

 On the Call tab, select the options that you want to monitor in the Embedded VoiceMail section.  On the System tab, select Print.

 The Trace Color selection on the System tab is applied to Embedded VoiceMail events.

10. Click OK.

11. Embedded VoiceMail events are now shown in the Monitor trace when running. These events are all prefixed LV.

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Embedded Voicemail Installation Guide

Short Codes

Default Short Codes

Embedded VoiceMail supports many of the same short codes available for VoiceMail Lite and VoiceMail Pro. The following default system short codes can be used with Embedded VoiceMail.

 Collect Messages: *17

Can be used by users to access the mailbox associated with their extension.

 Voicemail On/Off: *18/*19

Switches the diverting of callers to the user's mailbox on/off.

 Voicemail Ringback On/Off: *48/*49

Switches new message ringback to the user on/off.

 Record Message:

The Record Message feature is used to record announcements that are used when callers to a hunt group are queued. For more information, see Configuring Queue Announcements.

 *91N; - To record an Announcement 1 for a hunt group.  *92N; - To record an Announcement 2 for a hunt group.

Custom Short Codes

Additional short codes can be added as required using the features listed below.

 Voicemail Collect

This short code feature can be used to create short codes for collecting or leaving messages. The exact action is set by the use of either ? or # in the telephone number. For example "?Main" would indicate collection of messages in the mailbox called Main. "#Main" would indicate that a user wants to leave a message in the mailbox called Main. Note that the quotation marks " " are required and the name must match the user or hunt group whose mailbox is being accessed. For example:

Field Contains...

Code *99 Feature Voicemail Collect Telephone Number "?Main" Line Group Id 0 Locale [Leave blank] Force Account Code [Leave blank]

 Using just ? in the Telephone Number without quote marks and a mailbox name allows remote

access. The user would be prompted to enter the mailbox number and then the mailboxes access code if set.

 Voicemail On/Voicemail Off

These two features switch the diversion of calls to the user or group mailbox on/off. No telephone number is required for either of these features.

 Voicemail Ringback On/Off

These two features switch new message ringback notification on/off. No telephone number is required for either of these features.

 Auto Attendant

This feature is used for the recording of auto attendant prompts and greetings. Normally the short codes for this are created automatically. However they can be deleted and reassigned as required. For more information, see Create an Auto Attendant.

Page 34 Embedded VoiceMail Installation 50-601067 Issue 5 (20th December 2006) IP Office 4.0

Page 39

Miscellaneous

Button Programming

The same features used for Embedded VoiceMail short codes can also be assigned to telephone buttons.

1. Start IP Office Manager and receive the IP Office configuration.

2. Click User to display the list of existing users.

3. Click the required user.

4. Click the Button Programming tab.

5. Click the button line that you want to change. Click Edit. The Edit Button fields are shown at the bottom of the form.

6. Click at the end of the Action field. The Button Programming window opens.

7. Select Advanced > Voicemail to display the list of voicemail features.

8. Select the feature required:

 Voicemail Collect

Allows access to a mailbox to collect or leave messages. The mailbox and action are determined by the associated telephone number. This takes the form "?Name" for message collection and "#Name" for leaving a message. The Name part must match the user or hunt group name set in the IP Office configuration. On suitable phones the DSS key displays VMCol followed by the name.

 Voicemail On

This feature switches the diversion of calls to the user or group mailbox on/off. When programmed on a DSS key, the action toggles so no separate Voicemail Off key is required. On suitable phones the DSS key displays VMOn.

 Voicemail Ringback On

This feature switches new message ringback notification on/off. When programmed on a DSS key, the action toggles so that no separate Voicemail Ringback Off key is required. On suitable phones the DSS key displays VMRB+.

9. Repeat for all the keys required.

10. Click OK.

11. Repeat for any other users.

12. Use to save the new changes back to the IP Office system.

Embedded VoiceMail Installation Page 35 IP Office 4.0 50-601067 Issue 5 (20th December 2006)

Page 40

Embedded Voicemail Installation Guide

Visual Voice

A user can be given a display menu to user for access to their mailbox. The menu provides the user with options to listen to messages, send messages, change their greetings and password.

 Note

The Visual Voice feature is not available on all telephones. For more information, see the appropriate telephone guide.

To give a user access to Visual Voice:

1. Start IP Office Manager and receive the IP Office configuration.

2. Click User to display the list of existing users.

3. Click the required user.

4. Click the Button Programming tab.

5. Click the button line that you want to change.

6. Right-click in the Action field.

7. Select Emulation > Visual Voice.

8. Click OK to save the button details for the selected user.

9. Repeat for any other users.

10. Use to save the new changes back to the IP Office system.

Page 36 Embedded VoiceMail Installation 50-601067 Issue 5 (20th December 2006) IP Office 4.0

Page 41

Miscellaneous

Backing Up and Restoring Messages

The messages on the memory card used for Embedded VoiceMail can be backed up and restored. Note however that restore is a complete restore, overwriting the current mailbox messages and greetings. It is not possible to backup and restore selected mailboxes, messages and/or greetings.

Backup and restore requires a PC with a memory card reader able to show the card as an additional removable drive.

Warning You must always switch off the IP Office before you insert or remove a memory card.

To backup messages, greetings and prompts:

1. Remove the memory card from the IP Office control unit and if necessary from its PCMCIA carrier.

2. Following the memory card reader manufacturer's instructions, insert the memory card into the memory card reader.

3. Open the additional removable drive available on the PC. The Embedded VoiceMail prompts and messages are stored in the lvmail folder as a numbered sequence of files.

4. Copy the files in the lvmail folder to a folder on the PC's other drives.

5. Again following the memory card reader manufacturer's instructions, remove the memory card from the memory card reader. With USB memory card readers, use the Windows Unplug or Eject Hardware wizard.

6. Reinstall the memory card into the IP Office control unit.

To restore messages, greetings and prompts:

Only perform this procedure if absolutely necessary. It will overwrite all existing mailbox messages and greetings. Note also that this procedure requires the IP Office system to be fully rebooted.

1. On the PC, located the backup copy of the lvmail folder.

2. Remove the memory card from the IP Office control unit and if necessary from its PCMCIA carrier.

3. Following the memory card reader manufacturer's instructions, insert the memory card into the memory card reader.

4. Open the additional removable drive available on the PC and open the lvmail folder.

5. Delete the contents of the lvmail folder on the memory card and replace with the contents of the lvmail folder from the PC.

6. Again following the memory card reader manufacturer's instructions, remove the memory card from the memory card reader. With USB memory card readers, use the Windows Unplug or Eject Hardware wizard.

7. Reinstall the memory card into the IP Office control unit.

8. Remove and then reapply power to the IP Office control unit to ensure a full reboot.

Embedded VoiceMail Installation Page 37 IP Office 4.0 50-601067 Issue 5 (20th December 2006)

Page 42

Embedded Voicemail Installation Guide

Loading Other Files onto the Memory Card

The Compact Flash memory card used with the Small Office Edition, IP406 V2 and IP 500 systems can be used to store files other than those used for Embedded VoiceMail. For example it can store the holdmusic.wav file.

 Compact Flash memory cards that are not supplied by Avaya can be used for this type of file storage.

However they cannot be used for Embedded VoiceMail.

 If a memory card supplied by Avaya is used, any files stored in this way will reduce the message storage

capacity of the Compact Flash memory card.

This process allows a specified PC to send files to the memory card and tells the IP Office system to use the memory card

To configure the file source:

1. Start IP Office Manager and receive the IP Office configuration.

2. Display the System configuration form.

3. Click the System tab.

4. In the File Writer IP Address box, type the IP address of the PC from which sending files to the memory card will be allowed.

5. Use to send this configuration back to the control unit and allow it to reboot.

6. Open a command window in Windows.

7. From the command window, you can use TFTP to upload files to the memory card. For example: c:\tftp -i 192.168.42.1 put c:\holdmusic.wav

This command will send the file c:\holdmusic.wav to the LAN1 IP address of the IP Office control. In the example shown this address is: 192.168.42.1. For additional information about the TFTP command, enter TFTP.

 If a destination needs specifying, the memory card is treated as the IP Office's drive a:

8. Using IP Office Manager, receive the IP Office system configuration again.

9. On the System tab of the System form, set the TFTP Server IP Address to the control unit's own LAN1 IP address.

10. Use to send the configuration back to the IP Office system and allow it to reboot. The IP Office system will now look on the memory card for any files it needs to download following a reboot.

If a future upgrade or file transfer from the IP Office Manager PC is required, you will first need to change the IP address of the TFTP server back to the IP address of the IP Office Manager PC.

Page 38 Embedded VoiceMail Installation 50-601067 Issue 5 (20th December 2006) IP Office 4.0

Page 43

Index

Actions

Transfer...............................................................31

Announcements.......................................................23

Auto Attendant Actions ............................................25

Auto Attendant Configuration Overview ....................5

Auto Attendant DSS Key

Create.................................................................29

Auto Attendant Remote Access...............................31

Auto Attendant Speed Dial

Create.................................................................29

BackUp Messages...................................................37

Button Programming................................................35

Call Recording ...........................................................3

Compressed Prompts..............................................13

Configure Auto Attendant ........................................25

Configuring

File Source..........................................................38

Control Unit Type.....................................................33

Create

Auto Attendant DSS Key ....................................29

Auto Attendant Speed Dial .................................29

Custom Short Codes ...............................................34

Default Short Codes.................................................34

Destination

Incoming Call Route ...........................................28

Digital Telephony.....................................................35

DSS Key Programming............................................35

File Source

Configuring .........................................................38

File Writer IP Address..............................................38

Forms.........................................................................6

Holdmusic.wav.........................................................38

Incoming Call Route's Fallback Extension...............28

Incoming Calls

Routing................................................................28

Installation

IP 406..................................................................10

IP 500..................................................................12

Small Office ........................................................11

Files ....................................................................38

Mailbox Access

Hunt Group .........................................................21

Mailbox Configuration

Hunt Group .........................................................19

Maximum Record Time............................................15

Message Waiting .....................................................20

Message Waiting Indication

Hunt Group .........................................................21

Messages

Queued.................................................................3

Restoring.............................................................37

Still Queued ..........................................................3

Monitor application...................................................33

Prompt

Source.................................................................13

Prompts

TFTP File Transfer..............................................13

Queue

Announcements..................................................23

Queues

Configuration ......................................................22

Remote Access........................................................21

Remote Mailbox Access ..........................................18

Restoring Messages................................................37

Routing

Incoming Calls ....................................................28

Set

File Writer IP Address.........................................13

Language............................................................15

Maximum Record Time.......................................15

TFTP Server IP Address...............................13, 38

Voicemail Type ...................................................15

Short Codes.............................................................21

Simultaneous Connections........................................3

Supported Features...................................................3

Supported Languages................................................4

TFTP File Transfer

Prompts...............................................................13

TFTP Log.................................................................15

Time Profile..............................................................25

Transferring

Action..................................................................31

Calls....................................................................29

Uncompressed Prompts ..........................................13

Upgrading

Prompts...............................................................13

Voice Recording.......................................................19

Voicemail

access.................................................................18

Code ...................................................................16

divert...................................................................19

Reception............................................................16

Ringback.............................................................16

Voicemail Email .........................................................3

Voicemail Type ........................................................15

Embedded VoiceMail Installation Page 39 IP Office 4.0 50-601067 Issue 5 (20th December 2006)

Page 44

Performance figures and data quoted in this document are typical, and must be specifically

confirmed in writing by Avaya before they become applicable to any particular order or contract.

The company reserves the right to make alterations or amendments to the detailed

specifications at its discretion. The publication of information in this document does not imply

freedom from patent or other protective rights of Avaya or others.

Intellectual property related to this product (including trademarks) and registered to Lucent

Technologies have been transferred or licensed to Avaya.

All trademarks identified by the ® or ™ are registered trademarks or trademarks, respectively,

of Avaya Inc. All other trademarks are the property of their respective owners.

This document contains proprietary information of Avaya and is not to be disclosed or used

except in accordance with applicable agreements.

Any comments or suggestions regarding this document should be sent to

"wgctechpubs@avaya.com".

Avaya

Unit 1, Sterling Court

15 - 21 Mundells

Welwyn Garden City

Hertfordshire

AL7 1LZ

England

Tel: +44 (0) 1707 392200

Fax: +44 (0) 1707 376933

Web: http://www.avaya.com/ipoffice/knowledgebase

Embedded VoiceMail Installation Page 40 IP Office 4.0 50-601067 Issue 5 (20th December 2006)